Verizon Communications

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.

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: 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: 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 had a move order for July **. On July ** I called Verizon to reschedule the move order to August **. On July ** my service was disconnected. The person I spoke to on the [redacted] didn't reschedule the move order. I had to create a new account to get service back but they are unable to get me one of my phone numbers back which I use as a business line. Been on the phone with them for a week and no one can get my number back. It's been a week now that my customers have not been able to contact me. I need to have my phone number restoredDesired Settlement: Have my phone number restored

Consumer

Response:

Cc

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: I signed up for Verizon triple play service in April 2013. I had the service for 1 year and 10+ months when I had to leave for vacation outside the country and hence I called Verizon and requested them to place my account on vacation mode and suspend 2 of the services (TV and phone) on Feb 2015 ([redacted] week) which they did. After coming back from vacation in April [redacted] week I called up to cancel the service expecting that my contract is over but I was socked to hear that while suspending my services they had also signed me up for another 2 year contract. Of course it is utterly illogical for anyone to signup for a new contract while requesting them to suspend the services but despite my repeated request, protest and even frustration they insist that they renewed my contract correctly. Never did they mention it during the call that they are signing me up for a new 2 year contract. If that was the case I would have simply asked them to discontinue my service altogether as only a month and few weeks were left on my contact anyways and I was going out for 5 - 6 weeks anyways.My Verizon account number is [redacted]. I feel they utilized the opportunity while suspending my service and deceitfully signed me up for a 2 year more contract and purposefully did not mention anything about a new contract on call else why would anyone requesting to put services on vacation mode would sign up for a new contract?This coercing and deceitful tactics from a big company I believe should be checked else they would continue taking undue advantage of their size and position to follow unethical means and extracting money from customers in an incorrect fashion. I have paid them everything except the contract cancellation fee (which they charged me using deceitful tactics) and need your help in getting that waived. Despite disputing and telling them I would see Revdex.com help they have been defiant and doesn't seem to care a bit.Please help.Thanks[redacted]Desired Settlement: DesiredSettlementID: Billing Adjustment

Need $165 contract cancellation fee waived as they deceitfully signed me up for a new contract without my explicit approval and without mentioning anything about a new contract on phone.

Business

Response:

Several attempts were made to reach the customer without success and a call me letter was mailed. A review of the account reflects in February the customer called Verizon and questioned keeping FiOS Data because of security system and Vacation Suspension for FiOS Video and Voice. The customer was advised that once the service was restored again, they would need to look into re-bundling account. The customer re-bundled his service on November **, 2014 and this Data falls under that contract so the Early Termination Fee billed is valid. If [redacted] was signed up for a new 2 year agreement in February, the ETF billed would be higher due to only having Data contract for 2 months. He would have owed $210.00 ETF for broken agreement.

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]

Verizon called me once and I picked up the call. The lady only told me that someone would be calling me in 24 hours. After that I never received any call till date. It is blatantly untrue that I was unreachable. My cell is [redacted] and I am reachable any time. No voice message was left of any kind either. Also I did not see any missed call on my home phone or cell phone.When I cancelled my service in April 2015 I was told repeatedly that I was signed up for a new contract in Feb when I called to put my service in vacation mode (Feb [redacted] 2015 or so specifically). Also I never re bundled my service in November 2014. This is another misrepresentation from Verizon and I am quite amazed that such a big company would resort to such dishonest tactics to somehow justify their otherwise incorrect and unethical charge. I am quoting text from Verizon website ([redacted]) below based upon which the $165 is consistent with they renewing my contract in Feb 2015:"For other contract terms entered into on or after November **, 2014, your early termination fee will be $175, which will decline by $5 per month upon completion of months 7–17, $10 per month upon completion of months 18–22, $30 upon completion of month 23 and will be $0 upon completion of your contract term. "So going by they incorrectly renewing my contract in Feb 2015 and me cancelling my service in April 2015 (2 months later) a charge of $165 is consistent. Also before Nov 2014 the termination charge the site says was $350 that goes down by $10 every month so a $165 charge is inconsistent (math shows it should have been $290) with what they are claiming. Also I never re-bundled my service in Nov 2014 and if they are claiming that they renewed my contract in Nov 2014 they should be able to produce some email that they sent me notifying that my contract was renewed in Nov 2014. I am 1000% sure they would not be able to produce such an email as it is quite untrue.I urge Revdex.com to cross question them and ask them to prove what they are claiming. My earnest and humble request is to help put an end to such unethical practices that Verizon is known to practice. This company is trying to use unfair and unethical ways to incorrectly tie people in contract and practicing unfair business techniques which in my opinion if not put to an end to now would cause damage and pain to various other customers.Sincerely[redacted]

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

Sincerely,

Business

Response:

Per the customer's rebuttal complaint, my billing team attempted to contact him again without success. In the interim, we could not find a Terms of Service acceptance recording for [redacted] and have adjusted the $165.00 fee that was billed. This information was provided on the customer's voicemail.

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: 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 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: 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.

This company offers terrible customer service. Not only did they lied to me about what I was getting, I schedules activation for saturday since I'm moving from out of state and then they call me wednesday saying they are there to activate services. I told them it was scheduled for saturday and they said they don't have availability for saturday. I call customer service, they hang up on me 3 times in a row and on the fourth left me on mute for 45 minutes, hoping I would hang up. this is complete abuse. someone needs to do something about this. I am trying to cancel the service and they hang up on me overtime I try to. This violates every law in the american constitution and this should be punished.

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: 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: Verizon owns the telephone poles in our town. When we purchased our current home in September of 2015 the telephone line came off of our house. We contacted Berizon and was told someone would be out to fix it and we would get our confirmation via text and email. No one ever came. I have called almost weekly and the issues has yet to be resolved. We have no home phone service so it is the responsibility of the company who owns the pole to fix this safety issue. I have called, gotten ticket numbers, have been hung up on, and have been told that they would come fix it and then had that ticket closed. This is unacceptable and unsafe and action needs to be taken, in a family rich neighborhood with children and animals running around. It's unacceptable that this company cannot ensure the safety of the community.Desired Settlement: I would like Verizon to come and plane the telephone line back on my house, as they should have in September of 2015.

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. They have fixed the downed wire and have reattached what is necessary.

Sincerely,

Review: Hello,

I'd like to complain about Verizon failed to honor the advertising service price on their website.

Being attracted by Verizon's advertisement for new bundle service, I signed up a 2-years agreement with Verizon FIOS for Internet and TV bundle at a promotion rate at $44 + tax via Verizon website on Jan**, 2015 (Order#: [redacted], Verizon confirmation email attached). Verizon technician came to install the service on Feb *, 2015. Unfortunately, when I got my first bill, I did not see the promotion rate I signed up, but a regular rate of $107.98. Therefore I called the customer service to figure out what was wrong. At first the customer service was able to give me credit to match the promotion rate, but after several calls and talked to different representatives, they were still not able to correct the monthly rate to match the promotion rate. I don't want to call Verizon every month to negotiate my bill. So I decided to cancel the bundle service. In order to avoid the Early Termination Fee, I called Verizon to cancel my service on Feb**, 2015 (Order#: [redacted]) and returned all devices via [redacted] on Feb**, 2015 (attached [redacted] receipt). And I paid for the whole month service and expected Verizon will refund the overcharges after they calculated the bill based on the actual service duration they had provided.

Surprisingly, instead getting refund, I received Verizon's robot call to arrange service installation appointment after I cancelled the service. In order to save the technician's trip to my house, I called Verizon to tell the customer service that I had cancelled the service, do not send anyone to install anything. I am not sure what the customer service did, but after a couple of day, the technician still came to my place. I explained everything to him and we both felt sorry about being "played" by the Verizon system. But what is annoyed is I still keep getting Verizon's robot calls for arranging installation, unbelieveable! I spent hours on calling Verizon to tell them my service has been cancelled. But as of today, I still got the Verizon robot call to arrange service. Based on these experience, I really can only image how messed up Verizon billing/service management systems are.

Today I received the second bill from Verizon, the bill states I still owe Verizon $67.87. Being stunned but I reviewed the bill, it's basically the equipment and the shipping fee. But I don't think I should pay for that, because I have returned all the devices including the router I intended to buy. And I should not pay for the shipping fee, because I stated clearly over the phone, that the technician who installed my service did not leave the digital adapter I ordered for my other TV. I only focused on the main TV he installed with the HD box and I forgot to ask for the digital adapter. The customer service agreed to send an adapter to me and waive the shipping fee.Desired Settlement: I urge Verizon to honor the price on the agreement ([redacted]), and refund the overcharge.

The monthly fee is $44 + $11.99 + tax. I used the service for 12 days. So I should pay $23.99. Since I have paid $128.02. Verizon should refund me $104.03.

Verizon system is going to automatically debit $67.87 from my bank account on March**, 2015. Once that happen, my refund should include this charge as well.

Business

Response:

The customer was given total credit of $78.86 on 2/* & 2/* for difference in bundle charge. Credit of $16.67 was given on 2/* for activation fee. Credit of $212 was given on 3/** for router charge. All credits have been applied. The customer disconnected service on 3/*/15 [redacted]

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.The main reason that I terminated the service was because I wasn't given the monthly rate that I signed off initially. And the customer service cannot fix it by changing the monthly rate but can only credit back to my account after I was billed. That indicated I would have to call the customer service every month during the contract term (24 months). It took me about half an hour waiting on line every time I called customer service, and another half hour to explain the issue. That's too overwhelmed so I terminated the service. And the termination process was another trouble and the billing workflow created lots of confusion and misunderstanding. The current workflow takes one billing cycle to apply the service termination request, another billing cycle to verify the returning of the devices (In my case, the [redacted] tracking shows that some one at Verizon have signed the returning package, but for some reason Verizon billing system indicated the devices have not yet received as of I called the customer service 3 weeks later to ask why I was charged for the devices.), and a third cycle for refund. It is roughly 3 months, and during the time, Verizon kept charging my credit card for the fee that the billing system thought I owed. Based on this terrible experience of Verizon's billing system that I had, I would like to suggest Verizon to fix the billing system to reflect the correct price that Verizon had agreed on with their customers, so that the customer would not need to call customer service and claim for refund every single month. Also to optimize the workflow of billing process for customers who chose to terminate the service, stop charging the customer until Verizon verifies receiving devices and other things. It does not make sense to the customers continuously getting bills even after they terminated the service. And the customer service should let the customers know it would take about 3 billing cycles to finalize the bill and refund, so they would not be confused by the bills that they received after service termination.Sincerely,

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,

I have a bundle package for phone, cable and internet. On 10/**/15 I got home from work to discover I had no Fios service at all. I spent an hour on the phone with Verizon customer service to get a tech scheduled to fix the problem. The tech arrived on Monday and installed a temporary cable. I was told someone would be back in the next 2 weeks to deal with the temporary cable, which was just laying in the yard. On Thursday, 10/**/15 I called Verizon again to make sure someone was scheduled to come back. After sitting on hold, about 15 minutes, waiting to talk to someone in Customer Service they disconnected twice. When I finally got to speak with someone they told me no ticket had been make to fix the problem. I was told someone would be out on 10/**/15 between 8:00 -12:00 am. I rearranged my schedule to be home. I received a phone call on Saturday morning from the tech and was told he couldn't bury the cable. He called me back with the information that it would be 11/*/15 before someone could bury the temporary cable laying in my yard. I still haven't been told whether a permanent cable will be installed. I would say if you have a choice in service providers DO NOT use Verizon - they are a nightmare to deal with once they have a contract. When my early termination fee gets to a reasonable amount I will be switching providers.

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: I placed an order to upgrade my services to fios quantum back on January[redacted]. I was upgrading with 5 boxes total. I received only 2 by mail on January[redacted]. I called in for assistance and no one refused to help and get the issue resolved. Citing pending orders on my account. In the meantime due to having my service upgraded I can not properly use my DVR, multi room DVR, caller I'd or premium channels on my current service. The issue being I need to be upgrades to my new service with my new boxes to have everything working properly again. I spoke to several technicians about the issues and each one cited that my new boxes would need to be put in together to no longer have service issues. I spoke to several customer service agents who all mention pending orders and we're not helpful in getting the issue resolved. I do not want to have to wait another several weeks to use all my services again which I pay for. I would like the issue resolved as well as a written apology from the company and a credit for the several weeks of service being down and the continued issues with the service until everything is fully resolved.

Product_Or_Service: Fios Quantum

Order_Number: N/a

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a written and signed apologies from a manager, the issue resolved as soon as possible so I can use all my services I am paying for. As well as a credit for the multiple weeks of issues and the continued issues until this is resolved and all of my service is working.

Business

Response:

Verizon Appeals representative spoke with [redacted] on 2/*/15. [redacted] verified the premium channels are back up and working as of 2/*/15. The MRDVR is up and working as well. Everything is provisioned as of 02/**/15. A technician was dispatched on 2/**/15 to address and assist with any DVR issues. The technician completed installation reconnected/reconfigured the additional boxes. The self-install had been missing equipment. Verizon spoke with [redacted] on 2/**/15 and verified the services are up and running good. On 2/**/15 Verizon Appeals representative spoke with [redacted], and advised that out of service credit were issued totaling $146.43. The customer also accepted a $20.00 x 12 month lec credit. I spoke with [redacted] on 2/**/15 and he advised he continues to receive emails for unreturned equipment which he said the technician took with him. I apologized and advised I would investigate and make sure that was resolved. It was found there was an order stuck in the system resulting in the notices being sent. A trouble ticket was issued and the order for the equipment retrieval was canceled. This will stop the emails and prevent billing for unreturned equipment.[redacted]?

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: 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.