Verizon Communications

Review: My home phone service stopped working on Friday May ** and I cannot get in touch with Verizon to repair it. Their website says they are having delays related to a strike, but I need my phone to work now. Efforts to resolve online were unsuccessful as it leads to this message: [redacted]" directing me to call Verizon, which doesn't work.Desired Settlement: Phone service to be restored and additional compensation for wasting my time

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: UNKNOWN TO ME, NOT UNTIL A FAMILY MEMBER TRIED TO REACH ME VIA MY HOME PHONE DID I KNOW MY SERVICE WAS NOT AVAILIABLE. MY HOME PHONE SERVICE HAS BEEN OUT SINCE, NOVEMBER **, 2013. VERIZON HAS NOT CONTACT ME VIA E MAIL TO INFORM ME OF THIS PROBLEM. I DID SPEAK WITH CUSTOMER SERVICE TODAY, 11/**/2013 @ 1530 HOURS AND WAS INFORMED THAT THE SERIVICE WILL NOT BE RESTORED UNTIL DECEMBER *, 2013. THIS IS UNACCEPTABLE. APPARENTLY THERE IS A CABLE THAT NEED TO BE REPAIRED. WHAT ABOUT TELLING THE "CONSUMER". THIS A HOLIDAY WEEK AND FAMILY/FRIENDS NEEDTO BE CONTACTED. MORE IMPORTANTLY, I HAVE AN ELDERLY, SICK PERSON IN MY HOUSEHOLD AND THE ONLY LIFELINE IS "911" ON MY HOME PHONE. HOW DARE VERIZON, CUT MY SERIVICE. YOU CAN NOT ASSUME THAT "EVERYONE" HAS A CELL PHONE.... PLEASE RESTORE MY SERVICE AND ISSUE ME A CREDIT FOR THE INCONVIENCE.

[redacted] ###-###-####Desired Settlement: AS PER THE ABOVE....

Business

Response:

11/**- Tech repaired the cut cable at [redacted] to clear this trouble and spoke to the customer. Case closed

Review: Around approximately Nov 2013, I switched my business phone and internet service from [redacted] to Verizon service because Verizon was supposed to be $59.99 a month versus the higher price we were paying with [redacted] for the same service. In the aftermath of us signing up to Verizon, our 1st and 2nd months bills exceeded the price quoted by twofold. We then called Verizon customer service, who told us we should not pay the bill because we were being priced at a wrong rate and they were going to reprice us and resend us a new revised bill. We never received a revised bill, but rather we received a disconnect notice and were forced to pay $316.60 via Amex credit card in December 2013, so not to disrupt our business, even though the amount exceeded what we were quoted. In March 2014, I was bombarded with yet another bill from Verizon that didnt have a rhyme or reason in the amount of $761.70 with a disconnect notice for nonpayment. I had no choice but to switch back to [redacted], as I was not able to communicate with Verizon and they shut us down the following day, after I received the last bill. Today, we are appealing to you, to act on our behalf as we are a David vrs. Goliath, to resolve this conflict.Desired Settlement: Our desired outcome is that the final total bill of $761.70 will be removed from our account.

Business

Response:

Per Verizon records, [redacted]'s account monthly rate is $59.99; however as a courtesy Verizon has rerated the bills to reflect the $59.99 monthly rate. With the bundle package of $59.99 your total monthly service including additional monthly fees and applicable surcharges & taxes would have been $110.09, which is $59.99 (phone and internet), $37.16 (additional monthly fees, * detailed breakdown of fee included with this letter that was mailed applicable surcharges & taxes. Your service was with Verizon from Oct **, 2013 to April **, 2014, which is 185 days. The daily rate for your service is $3.67 ($110.09/30 days). The total charge due to Verizon for services rendered was $678.95 ($3.67 X 185 days). Verizon received a payment of $316.60 on December **, 2013, leaving a balance due to Verizon of $362.35 ($678.95 - $316.60). All other pending charges on the account have been credited ($761.70 - $362.35 = $399.35).

Currently the internet service is still working with Verizon

Review: On 10/*/14, Verizon came to my new home to install "Triple Play". Installer was able to install TV and internet service, but no land-line phone service. After 10 days of bickering with Verizon, including having two days with no TV nor internet service, another technician came to my home and installed a brand new line. This line activated the TV service, Internet service and now a new land-line phone service, completing the Triple Play order I placed (account # [redacted]) Now, Verizon is billing me $68.46 for a "land-line" I supposedly had (account #[redacted]) which was transferred to my Triple Play account. I requested to have this removed since I did not have a dedicated land-line, but Verizon has declined my request because they state that my line was working all along. This is not true and actually absurd since a new installer had to install a brand new line. I never had a dedicated land-line, never had a separate phone line and the one service that did not work on 10/*/14 was in fact the land-line. So why is Verizon charging me for a phone line I never had? And then disapproving my request to have these charges removed.Desired Settlement: Verizon must remove the $68.46 from the supposed land-line account I never had.

Business

Response:

According to record, the consumer received credit of $73.52 for the disputed balance of $68.46. The credit reflects on the November **, 2014 as two separate credits ($16.91 and $56.51). Verizon informed the consumer of this information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Verizon recharged the $68.46 back unto my account. So they credited my account but then recharged it back on. Hence I will cannot accept their response. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Verizon made contact with the consumer to address the rebuttal. Upon contact, the consumer confirmed receipt of the credit for $73.42; however, his dispute is that when he access the account online, it still registered the credit as a past due amount. The issue has been referred to Verizon's IT department for correction and update. Verizon's billing team will make contact with the consumer once the issue is resolved with the IT department.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The issue has NOT been resolved yet. Verizon continues to give me the run-around. I simply cannot believe a large corporation like Verizon does not want to correct this error and is now passing to yet another section of the organization in order to avoid taking responsibility. Again, this issue has not been resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Planned on moving into a new house. I called Verizon in February of 2014 and gave them the exact address that I was planning on moving into. They said it was at the house. I did not transfer service at that point because the move in date was not set yet. When I called to transfer they then said that Fios was not available in that area. I was really mad at that point because that was one of the decisions I used to move. They then offered me [redacted] service which was terrible. They lady over the phone said I could keep it for a week and if I didn't like it I could cancel with no fee, that was April. I then called back 2 weeks later to cancel and they new person I had on the phone confirmed again I wouldn't be charged a early termination fee. Later in May I get 3 bills from version, all in different amounts and each bill didn't explain what it was for. I called Verizon asking which one to pay. They couldn't figure it out and told me they would call back. I never got a call back from them, but then got a letter for collections, which ruined my credit score. I called them again but didn't get any help so I went through Revdex.com.org. The next day a new person from Verizon called and we got it all figured out and they removed the negative mark from my score. I asked the man if I was all done and everything was paid and the account closed, he said yes. That was all at the end of July. Now in DECEMBER! I get another bill for $213.xx. I call back to let them know of their mistake and they say its the termination fee. I told them I already dealt with this and it is closed. They said no and were very rude during the matter. Verizon screwed up SEVERAL times and is still trying to bill me as well as take me to collections. Its starting to become very threatening and I want it over with. They also say they can't override their system or processes, even when they are wrong. This is poor business on multiple levels.Desired Settlement: I want the bill to stop coming to my house, stop the threat of going to collection. They need to understand they screwed up and because of it I am not accountable for the bill that was already taken care of. I want the account closed (again) and I want them to remove my information from their records so they cannot screw it up for a sixth time.

Business

Response:

This issue was resolved in a prior Revdex.com complaint, ID [redacted] from August [redacted] 2014 . Notes from then are as follows. Negative remark was removed fromt he customer's credit history. Will take up to 30 days to reflect. Also deletion letter has been mailed to his home. Issue with [redacted] was resolved prior to receiving this complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

I rejected their statement because it is invalid. They claimed that the issue was solved before the bill came out. The original issue was resolved in July, I got this bill in December. After getting their response I signed into the account online and it still says I owe money. Verizon has made 5 mistakes from the start of this, and they keep adding up. I want my information to be terminated from their data base to ensure they don't screw up again. I would also like my account to be closed (again). I have saved their response and am ready to use it in the court of law if needed. Sending threatening bills by mistake is no laughing matter. Also, having rude employees when I call will only bury them deeper. What is needed:Full acknowledgement that I owe nothing and its been taken care ofThe ability to check my OLD account and see a $0.00 balanceMy information be deleted from their data base so they can't screw up againWritten statement from them mailed to me stating that it is fixed (again) and that I won't be seeing another bill (again)

Sincerely,

Business

Response:

Charges were waived for the [redacted] service that was started at the current location. The service did not provide enough speed for the claimants needs. Claimant cancelled [redacted] service and no charges were applied to the account for the early termination. This is what was agreed upon with the Claimant. The charges for the Early Termination Fee on the Claimant's FiOS account have been sustained previously and will continue to be sustained.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Please see the reasons I gave previously on why I am not accountable for these charges. They were listed earlier in a previous message. Verizon made several mistakes leading up to this and that is not my fault nor my problem. If you did not read my reasons of why I should not be charged this then I suggest you do. I also at one point requested the phone conversations that were recorded when all of this took place (almost a year ago) and that was denied from me. If this goes to civil court those conversations cannot be withheld from me. Please review the reasons and get back to me. If you did not read them or misplaced them I will gladly copy and paste them from the response and send it to you, again. Sincerely,[redacted]

Review: I signed up for Verizon FIOS 3 months ago getting the Ultimate package. I received my sales receipt, but have two issues:

1) It was clearly stated how many boxes I would be setting up (5) and the one time activation fee is stated as 69.99. This was to be split over 3 bills. Upon getting my bill, I was charged additionally 29.99 x 2 for 2 additional boxes above the 3, but it was very clear that I was getting 5 boxes and One time fee is 69.99.

2) I was promised a 'free' LG tablet for signing up. When I received the coupon for the tablet, it said that in order to get a free tablet, I needed to also but a wireless plan from Verizon, This was surprise as this is not Free then and there was no explanation that I needed to pay to receive the tablet - this to me is a false statement.

I spoke to a representative to verify my understanding and he was very helpful so that I understood what Verizon's view is on the above and so am left with no other option but to file this complaint.Desired Settlement: 1, For the billing issue, I would like a credit for 59.98 for the additional activation fee beyond the one time activation that was listed on my sales receipt

2. For the tablet, I want what was promised: a free LG G Pad 8.3 tablet with no strings attached, or failing that, a $200 credit for it's value because that is what the coupon sent says the value of this tablet is worth..

Business

Response:

We were not able to reach customer by phone to discuss hisconcerns. Therefore a letter was mailedon 2/**/15 to providing our findings and providing customer with billingspecialist’s contact information if any questions on the information provided. We appreciate the customer bringing his concerns to ourattention.

Review: In May, 2014, I renuwed my tv/phone/internet agreement with Fios. I was told that for 12 months I was getting a discounted service package for $130.00 a month. This price included a monthly $30.00 discount. Later, I noticed my bill was higher than promised. On November**, 2014, I called Fios; they told me, for some an unknown reason, I was not recieving the $30 monthly discount. They made a correction and credited me $90 and told me from that point and on I was going to get my monthly $30 credit; in addition, they told me that my bill was going to be as promised ($130.00) (I have an email send by Fios supporting my argument). Last week, I notice my bill was $167.00. I called Fios and they told me the $30 discount I was promised they no longer can give. They said they can only give a $20.00 discount. In addition, they told me my bill was higher because I had upgraded my movie package. This is a lie. They also told me that the price of my service had gone up and because I didn't have a contract with them, the agreement/offer could not be protected or kept. This is also a lie. Just today they are advertising the triple plate for $79.00 for 24 months with no contract needed. I spoke to a three (3) Fios customer representatives and one supervisor but I was unable to solve the issue. Fios is clearly disregarding the rights I have as a customer. I believe they did not keep the promise they made on may, 2014. Now they are lying and making things up to get me off their back. I am writting and asking you to advocate my case.Thanks in advance.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I just want the service I was promised.

Business

Response:

We contacted customer to acknowledge receipt of complaintand apologized for the problems. We assured customer we would arrange for a $30monthly credit for the next 12 months. Customer is aware the bundled rate willincrease in May of 2015, but we will continue to apply the $30 discount to thenew rate as well.

Review: I inquired called Verizon about Verizon Fios availability. Their web site says yes it is available in [redacted] zip code areas. The first Verizon rep I got confirmed that Fios was available at my address. I was transferred to a second rep to review packaing and details, and learned that it was a bait and switch. The did not have the Fios 79.99 for 2 year triple play special available in my area, they only had seperately priced internet, home phone and dish network TV service - not what I wanted. This is false advertising and misleading representation of their service.Desired Settlement: Verizon should STOP the buiness practice of misleading consumers to think the 79.99 triple play is available in their area. Verizon communication should provide service to all consumers who have been mislead, and wasted so much time to figure it out.

Business

Response:

We confirmed that our FiOS service is not available for theaddress provided. We left message for the complainant to apologize for anymisinformation provided and informed of our findings. The specialist did leave her contact informationas well.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

An appology is not what I am after, any business can do that and in the end have no real changes in business practices. Others, like myself, will be hurt by these misleading tactics and false promices. I am a current Verizon Wireless customer, and have been for the past 15 years, and am preparred to immediately switch to [redacted]. I was very clear on my expectations of Verizon, and I fully expect Verizon to meet and exceed those requirements. Consideration for a class action lawsuit is now underway.You seriously expect me to accept your manipulative tactics of this so called appology, after wasting over an hour of my time with your programmed call attendants? Verizon corporate sets the script, they set the process, they set the training, and they know exactly the bait and switch process they are executing. And this is not the first time, Verizon has a history of this bait and switch as it has happened to me before. No, I want more, I expect more, I am tired of these critically poor business practices. Not only should Verizon step up, the Revdex.com should look at this more closely - I am positive I am not unique, especially since this has happened twice to me.Do the right thing.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are aware that [redacted] is not satisfied, but an apology is all that we can offer. FiOS service is not available at his address.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

Unacceptable reply from Verizon.

Sincerely,

Review: I closed my Verizon V and internet on Jan ** 2015 at 12 am my service went to Dec **-14 but it was closed Jan *-15 so I have to pay 4 extra days ok I'm fine with that then get the bill for $108.09 to for Dec ** to Jan ** so I paid because if I did not they would report me to the Credit bureau for not paying in full they said I will get a refund but I did not get one at all also they said I had service to Jan [redacted] but I returned with a receipt as proof but they keep saying I had service to Jan * but there is know way I could have service if I returned there equipment plus I had new service with [redacted] on Dec **-14 so I have proof of that I just want my refund but I can not get it from them at all my refund should be from Jan * to Jan ** plus taxDesired Settlement: DesiredSettlementID: Refund

I have 2 PDF files to send you I am asking for $95.19

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. Weappreciate you bringing this matter to our attention. On February **, 2015 and on February **, 2015, aVerizon representative left a message for [redacted] in regards to this inquiry. We have ensured that the account has beendisconnected and have expedited a refund check to me mailed on March **,2015. We do apologize for the inconvenience[redacted] has experienced. We trust this information will assist you inresolving this complaint.

Review: I had Verizon Fios TV installed on 1/** & originally asked for the "Select Package" channels & WiFi internet. Immediately after the installation tech left I realized I wanted channels that were not in the package I had chosen. I chatted online with Verizon on 1/** & asked that the package be upgraded to the "Preferred Package" which increased the number of channels I can watch & also increased my bill by $10/mo. Since upgrading on 1/**, I never received the channels they were supposed to provide for the additional $10/mo but I am being charged for the upgraded package. I have called them at least 6 times spending approximately an hour on the phone each time, emailed & chatted online trying to resolve this issue. I still do not have the correct channels & have received no credits on my billing statement. They are now refusing to send a technician out to my residence to review this problem because, as their tech support just told me on a live chat, "if I schedule the technician and if you are not subscribed to the package, even he will not be able to do anything." You can see from my attached invoice that I am being charged for the "Preferred Package". If no one in the call center is able to fix this problem, tech support can't do anything & they refuse to send someone to my residence then the problem cannot be fixed!

Product_Or_Service: Verizon Fios Preferred Package TV

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my entire billing statement since 1/** completely credited to $0.00 & I would like to watch the channels I am being charged for. That's all. I will happily pay them the agreed upon rate going forward once I receive the services I am being charged for

Business

Response:

A representative from our testing center has review the problem and advised that the issue is with ESPN and Comedy Central. We have been unable to reach the customer to do further testing. I have left my contact number on the customer's voicemail. A letter and email was also sent asking that he contact me at his earliest convenience. Once the customer contacts me we will be happy to assist him further.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not been able to make contact with them. I returned their call twice leaving voicemails each time & I just emailed them with the times I am available to be contacted with a resolution. I still do not have the channels I am paying for, but I am hopeful that once I speak with someone we can resolve this.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is an unacceptable resolution since I do not have a contract with Verizon, so if I cancel my services now then I still have to pay the entirety of an invoice for which I did not receive the services. Furthermore, there are no credits reflected on my account so the vendor has not applied any credits. I have a paper copy of my bill dated 3/**, should you need it for reference. Also, I emailed [redacted] 3/** & 3/** to request a status update on my refund & she responded 3/** that she was still working on the refund & would respond with an update & I never heard back from her. I want the almost $200 on my account credited in full which is half the dollar amount discount they are offering over the next 2 years. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The cost difference between Select & Preferred is $15.00. The representative is crediting your account for a total of $30.00, $15.00 for February and $15.00 for March.

Review: A 2-year contract was added to my FIOS account without my authority; phone service disrupted from involuntary upgrade; Refusal to cancel new order.

On January **, 2015 I received an email of congratulations for my new FIOS Digital Voice order--an order I never placed. I didn't think anything of it at that moment and thought it was part of an automatic upgrade from copper to digital. I found out days later when I was trying to upgrade to TV services that someone not only upgraded my account but also signed me up for a 2-year contract without my authorization.

The reason I found this out is because on 2/*/15 I placed an order for upgrading from my Phone and Internet to the advertised Triple Play for $79.99, which includes TV. I agreed to the Self-Install package and the services were set to start on 2/**.

I went to the [redacted] location to pick up the boxes and the office sign shows it is permanently shut down and the nearest location was inconveniently too much out of the way for me. I immediately contacted FIOS and that is when I noticed that my phone service was not working properly. There was static and noise on the phone and I could not make any calls. I asked them if it had to do with the upgrade to the account and they said no. They trouble shooted and temporarily fixed the problem but it kept getting worse. I called them back three times. Finally I asked told them that I think it would be better that they come and install the TV boxes themselves because of the phone situation and they said that they would change the order to a technician installation. This is the same time I found out that 2 years was added to my FIOS agreement without my knowledge. The situation has escalated to several phone calls and giving me the run around. I have been on the phone with VZW FIOS on two separate days for 3 hours each, only to not get resolution. I wanted them to come to manually install the boxes for the TV service I ordered and to fix the problem with the phone lines. However, they refused and get transferring me to person after person and keeping me on hold for hours.

Today's conversation was the same, 3 hour runaround until I got so upset. I told them that I just want to cancel the order. They refused to do so because all of a sudden they said that they shipped the boxes to me for the TV---so that means they could not cancel the order. I was livid. I told them to cancel the order and that I was not hanging up until I had confirmation of the cancellation. They said that they can only "request" the cancellation. I am within my rights to cancel this order. FIOS has purposely been pushing out this issue over several days, I believe as a rouse to say that I am beyond my 14 day cancellation. In an effort to get off the phone, they gave me a order cancellation request number of [redacted]. However, the order is still pending for installation and has not been cancelled.

I am also livid that they are able to create an order for upgrade services from copper to digital and automatically tack on two years to my contract without even asking for my signature. They just went ahead and did it. I am beyond shocked about this. I told them that if they did not resolve the matter once and for all today (2/**) that I was going to contact the Revdex.com, hence this notification.Desired Settlement: 1) I want them to cancel the FIOS Triple Play order and revert my services to the Phone and Internet services that I had. I understand if it has to be digital to comply with recent technology, but I am not expecting to be on a 2-year contract because of that.

2)That means, I want to keep the services I had on a month to month basis. I was not on contract and should not have been added to one.

3) I want an investigation of what happened that someone signed a two year contract in my name.

4

Business

Response:

Services were reverted to a double play. Additionally, should the claimant want to cancel service, we will waive the ETF.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The desired Settlement was to cancel the FIOS Triple Play order and revert my services to the Phone and Internet services that I had---that means no 2 year contract. Apparently, they reverted the service, but they did not make any attempt to contact me or put in writing what was done or the terms of the service. In fact, I had no idea that they reverted the service back because I continued to get harassing phone calls asking me to pick up the equipment. It is not notated in my account anywhere as to the final resolution. So I could very well still be on a 2 year contract and not know it. Secondly, I want an investigation of what happened that someone signed a two year contract in my name. I am very concerned about this breach of my account and that there is no signature on file regarding the changes of services. Finally, a technician never came to check the phone lines as to why I get interference and static on the lines since they converted me to digital. So, no, I don't consider this to be resolved. Very sorry to say.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good afternoon, We will investigate the issues with the Salesman that placed the order, however this will be done internally and the results of the investigation will not be shared with the claimant. We are working on correcting the issues with the account and will be sending a letter to the customer with contact information in order to set up a dispatch to address the issues with the static on the line.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I don't understand why the results of the investigation cannot be shared with me (claimant). Don't I have a right to know?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Cannot return "signal enhancer" as promised by agent

Contacted FIOS to find out how I could improve download speeds on our home network. I first asked agent if I had the most advanced and current FIOS router, he said Yes. He then told me, given that I had the most advanced router, that I could purchase a signal enhancer through the website that would improve my signal strength. I inquired as to what happens if it doesn't work, and he said simply return it for a refund. So with him on the line I ordered the signal enhancer. Once hooked into our system it actually cut our Mbps in half dropping it from 16 to 8. I called back to return the unit only to find out 1) Verizon doesn't accept returns on this piece of equipment and 2) I didn't in fact have the most current router. So the first agent misinformed me on the first call on all counts. Now I have the current router in place, at the cost of $10/month, and a $80 "signal enhancer" that actually decreased performance that I cannot return. If not for the incompetence of the first agent my problem could have easily been fixed by upgrading my router, but obviously he was not informed about neither FIOS products nor FIOS return policies.Desired Settlement: A refund for the "signal enhancer"

Business

Response:

A Verizon customer service representative discussed the issue with [redacted]. Records show Verizon technical support assist the customer with testing equipment and determined an item purchased caused the trouble with the existing router. The representative issued a new router and [redacted] has confirmed the service is working. A follow up has been issued to the account for bill date 5/**/15. [redacted] was advised that the appropriate credit would be issued to the account.

Review: Verizon agents lied when selling the product. Supervisors never call back. Agents are rude and wait for chat to expire so they dont need to answer

I ordered verizon in February. The agent asked what channels I currently had and I explained all channels and the price I pay. I told him I didnt want to go over that price. He told me he could get me everything I had around the same price. He told me their price with tax was 3 dollars more. When my service was installed, I noticed right away I was missing a couple channels. It wasnt until day 13 that I noticed I didnt have half of the channels I had with [redacted] even though he said I would get all HD channels. I called Verizon and they said they would review the call and get back to me within 72hrs. I told them it was past the deadline to cancel and they said dont worry about it. Well, 4 days later, I called them and they said it was to late to cancel and I would be charged a cancellation fee of over 300$. I explained the last call and they said you were misinformed. The lady on the phone stated "I am sorry the sales agent gave you false information, but they arent correctly changed so they dont know what they are talking about." I asked her to fix and honor what was offered or cancel without fee and she politely said no. Ive called multiple times about them fixing these issues and they keep saying someone will call me back and no one ever does. I tried the online chat and the rep said hold one as I look through your account. The session then timed out as I waited. I went back on chat and asked how much it would be to add the NFL network and the rep says. Please visit verizon.com/fios to answer your question. I asked dont you have my account info up and she says yes but you can answer this questions by visiting our site. Really?Desired Settlement: I am asking them for a full refund of all money paid to date and no cancellation fee along with compensation for the time wasted or they review my calls and see how I was promised certain channels at a certain price and honor their commitment to me. I was told I would have every channel I had at the time that I signed up including Starz for 180 something a month and that included taxes. I have currently paid 417.00 in because 2 months 2 bills first was 200 second was 216 and some change. I have

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about the package that he was sold and specific channels that were not included in the package he subscribes to. A Verizon representative spoke with [redacted] on July *, 2015 and have changed the package to include the missing channels and have upgraded at no additional monthly cost to him. [redacted] has accepted these actions as resolution and closure to this inquiry. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.

Review: Bait and switch-I was offered a contract extension , certain service for a certain price but received lesser services for a higher price.

Verizon Bait and Switch-Lies at the very least:

In November my mother called Verizon regarding an offer for renewing her contract to lock a good rate for another 24 months. Her existing contract still had 6 months to go, but she wanted to make sure her rate would not increase. Her original package was approximately $127/month and all she cared about was her Colbert Report and PBS. The woman she spoke to assured her she would have these channels in her new (better) package and ti would be around the same price and she could lock this in for another 24 months. She is a widow and is concerned about her monthly expenses, so she was shocked when she was her next bill was over$200 the next month! We immediately called up to find out what happened and either fix it or get her original contract back, but we were told that her original package no longer was available as this was after the New year and all the packages had changed, but they assured us they would do everything they could to give her the channels she originally had for around the same price. We initially spoke with Amy- (retention?) and she said she would give her credit on her bill to get her down to the $127 till they figured out how to fix the situation and assured us it would be taken care of. Next month, the same $220 bill. My mother is having a nervous breakdown and I had to call back again since she was so upset. Another credit was manually issued and Amy once again assured us it would be fixed and fine next month. Next month another bill for over $220 again. This was now March-and we could no longer get in touch with Amy. Amy did not seem available any longer. Despite her promises and assurance that this was all noted in the account and promises that she would send an email verification (which never came), we had to speak to various people, explaining each and every time again the issue after many holds, time spent, stalling, false assurances with no long term solution in sight. We were finally escalated to a supervisor, Ms. M[redacted].

Ms. M[redacted] the supervisor was very professional and nice, even called me back as promised. However, by that time mom was out of country so she said we'd wait to talk when s Mom was back to determine how we can adjust the package so the charges would be approximate to the cost of her original contract as while Mom was gone she had it on vaca charges and Mr. M[redacted] could not make any changes while in that status. I reluctantly agreed to this as I was just worn out by this time. Upon my mothers return, I waited for the arranged call back, but lo and behold, Mr. M[redacted] never called back. We were not in May. I left Ms. M[redacted] 5 voicemails over the course of the next month and a half (I had her direct number) but never received a call back. I kept trying her as I was exhausted from trying to explain each time to otherwise rote customer service reps, who never seemed to all the assured of documentation, just bit and pieces and were never able to track what had occurred previously. I was tired of having to explain each and every time to each new person what the situation was. So I kept hoping Ms. M[redacted] would call.

Finally I gave up, reconciled that I would never hear from Ms. M[redacted] again and talked to a new rep called Mike. Mike listened to my story and saw that it was beyond his scope of resolution and gave me to Lindsey-a supposed escalation manager. Lindsey immediately was all business, Verizon business that is. She agreed to take off the movie packages Ms. M[redacted] would have taken off is she had called back, but would not give credit for previous months charges of them as she said there were no notations to that effect. Despite many attempts to explain that my Mother had never agreed to the movie package to begin with, she was borderline rude and steadfast that sheDesired Settlement: Services as promised and credit for charges in question or let out of contract to no longer do business with.

Business

Response:

Verizon records reflect on 11/**/2014 the consumer contacted Verizon and accepted a holiday package offer (which include the Select TV package) with a 2 year agreement priced at $89.99 . Records reflect the consumer later decided to upgrade the package due to wanting more programming channels. The consumer upgraded the TV package from the Select ($89.99) to the Preferred ($134.99). As a courtesy, Verizon agreed to apply a monthly $45.00 discount to the account (to be received until 12/2015) to bring monthly pricing back down to $89.99. No additional adjustments are warranted. Verizon has made attempts to speak with the consumer (or her daughter) regarding this matter. To date, we have been unsuccessful in our attempts in reaching her. An email has been sent requesting the consumer to contact Verizon so that this information can be discussed/reviewed. Verizon apologizes for any unprofessional treatment and/or inconvenience caused surrounding this matter.

Review: We paid out deposit for service with Verizon over two weeks ago and have still not had our service set up. They will not call us back like promised

We have been trying to get service set up with Verizon for over a week now. We paid our required $150.00 deposit over two weeks ago. The technician that originally came out, on Tuesday, June [redacted] to do the installation was unable to complete the job due to a bad fiber optic cable inside the walls and advised us that a third party contractor would have to come out and repair the cable, promising us that someone from Verizon would contact us by 6pm on Tuesday, June **, 2015. No representative from Verizon called or attempted to contact us and therefore we had to contact them. They advised me that a supervisor would have to contact me the next day. Upon a supervisor contacting me on the [redacted] of June, they advised me that I would have to contact their third party contractor to schedule an appointment for them to come fix the cable. Upon contacting the contractor and scheduling an appointment with them, the technician came out to fix the cable and could not complete the job because he said he needed an extra person to help him. He showed up today on Monday, June [redacted], BY HIMSELF, to complete the job he originally started. All the while Verizon promised us that we would be placed as a priority for completing the installation of the TV and Internet services we are ordering through them, only to find out that it will be another week before they come out and finish the installation on the services. They do not follow through with ANY promise they make to their customers. I have had to call them repeatedly and spend an hour and sometimes more on the phone with them trying to get this situation rectified as soon as possibleDesired Settlement: I am asking Verizon to come out and complete the installation that was supposed to be done a week ago. I want them to follow through with the promises they make to their customers.

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. We have made unsuccessful attempts to reach [redacted]. After reviewing the fiber cable that was being installed by a third party, it was incomplete and had to be replaced. Once fiber cable was replaced order was reschedule and completed on June **, 2015. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. Respectfully, Kevin Verizon SW Executive Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because Verizon has only tried to contact me once since our cable was installed on June [redacted]. They contacted me and left a voice message for me on Monday, July *. I tried to return the call at 6pm Central time and had to leave a message for Kevin. I then tried to contact Kevin again on the [redacted] and [redacted] of July and even tried to speak with one of his associates about his initial call but was referred back to his voice mail. I left a second message for Kevin at ###-###-#### ext [redacted] on Thursday, July *. I was finally able to contact Kevin on Friday, July ** by calling him. He advised me that previous promises to compensate us for our troubles and frustrating circumstances, which were promised by more than one person at Verizon which was to waive our first months bill was unacceptable. This issue for us is still not resolved because even though we have received the services we ordered from them, they still fail to follow through with promises that they make, whether it be regarding the bill or having a representative contact us as promised. I am extremely dissatisfied with the level of customer service this company provides to their customers. They monopolize the area we live by being the ONLY cable and internet provider leaving us no choice but to continue to do business with them. It is unfair to the consumer that we do NOT have the option of choosing the provider we want for what services we want. I am escalating this complaint to the Attorney Generals office for the State of Texas for the way Verizon does business and treats their customers and also for not having a choice in the provider for the services we want.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. An attempt to reach [redacted] originally took place on June **, 2015 and again on July *, 2015; which [redacted] returned call and left a message on this same day. [redacted] called back on July *, 2015 and was informed by another representative that case manager was out of the office. Once case manager returned on July **, 2015 we were able to speak with [redacted] to address his concerns regarding credits. After reviewing his concerns Verizon spoke with customer on July **, 2015 as promised and advised a $25 credit will be applied to his account and that Verizon will not issue credit for the entire first month bill. Verizon apologies for the inconvenience this issue may have caused. Although [redacted] does not agree with the resolution, all policies and procedures have been followed. We trust that this information will assist you in closing this complaint. Respectfully, Kevin Verizon SW Executive Relations

Review: Sales representative did not disclose installation fees during sale of service. Installation fees were not disclosed until I received my first bill.

February ** 2015, I went into the Verizon wireless store on [redacted] and signed up for cable/Internet service and was given a confirmation. The representative asked me if I needed a tech to come out and install my equipment or did I want a self installation kit. I told her to send our a tech. This representative never advised me that there would be a charge, otherwise I would have opted for the self install kit. The confirmation that I received from her that day also detailed my monthly service cost of $100 and nothing about installation fees. Technician came and installed equipment on 3/*/15. Again, did not sign any confirmation nor was I advised of installation fees. Received my first bill approximately 3/** and the bill was $170.00. I spoke to a representative via online chat and she advised me that installation fees are $210 which would be split into 3 payments of $70 which would be attached to my first 3 bills and that these fees were disclosed in the email confirmation. I advised the representative that I didn't get an email confirmation. I only received confirmation from the store which stated nothing about installation fees. I told her to resend the email confirmation. The representative then asked for my email address. I advised her to resend it to the email address that they claimed to have sent the first one to. The representative advised me that they didn't have an email address on file. I asked her how would it be possible that they sent an email confirmation which disclosed the installation fees if they didn't have an email address on file for me? I then requested a waiver of all the fees. The representative advised me that the installation fees were standard and there was nothing that she could do. To me that is misrepresentation which is unfair to me as the consumer and I'm requesting that the company waive all fees as a good faith gesture.Desired Settlement: I am requesting that all installation and activation fees be waived since they were never disclosed to me at the store nor did I receive any email confirmation of the fees any point until the bill was received.

Business

Response:

Verizon has been unsuccessful in attempts made to reach the customer on 7/*/15, 7/*/15, 7/*/15, 7/**/15 and 7/**/15. Messages have been left providing the customer with contact information and requesting a call back. No response has been received. A please call letter was sent on 7/**/15. Verizon will address the disputed charges when the customer responds.Joyce D[redacted]Verizon Executive Relations Sr. Analyst?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have returned messages from Ms J[redacted] as well as another representative named Doug from her department and I have yet to receive a response from either

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Verizon called the customer 07/**/2015 14:44:48 EDT, 07/**/2015 20:42:41 EDT, 07/**/201519:07:42 EDT, 07/**/2015 15:39:39 EDT, 07/**/2015 16:31:12 EDT, leaving messageson ###-###-#### with contact information. On 7/**/15 a please call letter was sent. The customer was called again on 07/**/201513:36:55 EDT, 07/**/2015 19:26:20 EDT, 07/**/2015 15:49:21 EDT, 07/**/201515:49:21 EDT with messages left including contact information. On 07/**/201509:05:49 EDT [redacted] called me back and advised she can be reached all day onMonday 7/**/15 and after 4:30 PM Tuesday – Saturday. Verizoncalled [redacted] again on 07/**/2015 09:06:05 EDT, 07/**/2015 20:07:03 EDTwith messages left for a call back. On 07/**/201513:38:23 EDT I called ###-###-#### and the line rang with no answer and nomachine. Another please call letter was sent on 7/**/15.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Review: I moved in May 2015. In order to restore full services, I incurred significant charges on my bill that were to be corrected via an adjustment. Amongst these charges was a double billing of a MLB Extra Innings package. When installation came to install my services, I was given the wrong boxes. I was given a Gateway router and updated boxes and was told that I was not going to be charged for such expenses. I was charged on my bill a signficant amount. I spoke w/ customer service several times without result. I am told that I have to pay the billed unadjusted amounts. Verizon is expecting me to pay twice for some services ( MLB extra innings) and is expecting me to pay for equipment that I was promised I would not be charged for (I previously denied upgraded equipement).Desired Settlement: I expect an adjustment of my bill. At that time, I will pay what is due my bill for services/goods actually incurred. if someone can tell me what the correct amount is I owe on my account as the claim is pending, I will gladly pay. I also want to be let out of my contract with verizon and have no furhter dealings with this company after my claim has been resolved. if services are discontinued for me not double paying/paying for that which was promised to be free, I will take further legal action against Verizon seeking restitution, pain and suffering for the countless calls to Verizon, time it took me to resolve, as well as for the stress of this actual bill.

Business

Response:

Per Verizon records, [redacted] received full credit for mlb billing error . [redacted] received 3 credits for $73.00 each (6/**,7/**,8/**) total credit $219.00 .

Review: I recently has some serious issues with my FIOS services, that were said to be resolved. My TV and Internet would cut in and out, when I contacted Verizon, they said I had the wrong signal sent to me for the last year. The agent stated that he would make sure of it that the proper signal was sent out to my house and the issue would be resolved. The Agent also stated that I would be receiving a 115 dollar credit for my troubles. I paid the difference for my normal bill that month, which was 54 dollars. The issue had not been resolved but it took hours to even explain it so I was tired of trying. On September [redacted] I received a cut off notice stating that I was roughly 287 dollars past due on my account. How IS THIS? I have never even been late on my monthly bill. Well come to find out that they have reversed that credit, and in return just added it to my bill. I called customer service back, after 2 hours on the phone the agent stated that she saw exactly what happened and that the computer reversed that. She stated that she would fix it and that I would only owe my normal bill of 170.00. Well this morning on September 1[redacted] my FIOS service had been completely cut off. When I contacted FIOS they stated that the 115 dollars was actually a returned payment from my account, How was this, I have never made a 115 dollar payment. So in return they would not work with me and I had to pay 115 dollars to just turn my services bak on. This has been an ongoing issue with Verizon, I have not been happy with the service or billing since I got the service.Desired Settlement: I would like my 115 dollars back that I was lied to about, as well as my contract terminated without the contract fee. I have a home business and I rely on good internet services, which I am not getting with FIOS. Something has to give, and I cannot continue to do this with FIOS.

Business

Response:

Verizon's Customer Service Escalation team representative reviewed [redacted] account. Verizon's Customer Service Escalation team representative spoke with [redacted] on 09/**/15 and discussed his concerns. A discount was added to the account that will be in effect for 12 months and a one-time credit of $60.00 was added to the account. [redacted] questions regarding an Early Termination Fee were answered. We trust this information will help to resolve [redacted] concerns.

Review: Charging me extra for home cable repair. Plus I was overbilled. $90 to fix something.Desired Settlement: Do not charge me extra and overbill.

Business

Response:

On November *, 2015 a technician dispatched and replaced the

customer's set top box. Several calls were made to confirm the customer's

service is working without success and a call me letter was mailed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I contacted Nariye W[redacted] on [redacted] at 12:25pm[redacted]She found my account and told me Verizon would arrive to my house.Nothing has happened.Please tell me phone number so I can wait on hold. I need my cable to work.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

On December **, 2015, a technician dispatched regarding customer having Set Top Box issues in one room in the home. Our technician replaced the Optical Network Terminal (ONT). Several attempts were made to reach the customer without success and a call me letter was mailed.

Review: Signed up for Fios - Order # can be provided.

The agent quoted me a price of $212 plus taxes. I asked how long that price was good for and was told two years and I would be entered into a two year contract.

I asked if there would be any installation or set up fees and was told no.

I walked through the entire order two more times to make sure I itemized every feature I would be receiving, the total cost and to make sure there were no additional charges. I explicitly asked that my bill would be $212 for the next two years and was told yes, twice.

I received the "What to expect on your bill statement" and discovered the price I was quoted was only good for 6 months and that there would be an $80 setup fee.

I called twice to resolve. The first customer rep told me he could extend the price to one year. The second one told me that she could not do anything but if I wanted to keep the price I was quoted, I could move down to a lower tier service (In other words baited with one service tier but switched into another). I asked to talk to a supervisor. I was told both times that one would call me yet no one ever called.

I also called the local Verizon store ([redacted]) to see if they could help. That person gave me two suggestions - get in touch with the person who sold me the package - not feasible since no one would connect me to him when I asked. Her other advice was to file a complaint through you.

In looking at their forums, I appear to be in the company of many people who had similar experiences. If I were alone, I would probably let it go, but it seems that this is a common practice of theirs.Desired Settlement: I simply want the deal that I agreed to. I was offered a set of services for a price. Verizon expects me to fulfill my obligations in that arrangement or they charge me a penalty for early termination. Why should I not be afforded the same treatment? If their agent made a mistake or unintentionally misled me is irrelevant to honoring the agreement that we mutually agreed to.

Business

Response:

Please be advised, [redacted] and [redacted] from Verizon's Executive Relations team is continuing to work with the customer to resolved the billing complaint. To date, a resolution has not been reached; however, [redacted] and [redacted] will remain in contact with the customer through to resolution. Verizon will update the Revdex.com on it's final position once a resolution is reached.