Verizon Communications

Review: Since 2014 I have been trying to have Verizon properly reassign one of their customers debt which was incorrectly placed on my credit report.

I have had an account with Verizon at my current address since 2002. In 2014, I discovered that I had a debt to Verizon of $2012 on my credit report.

I had several conversations with a rep from Verizon, Nikita, who advised me which documents to fax to Verizon.

I faxed the documents on July **, 2014, July ** 2014 and July **, 2014. To date, the negative item has not been removed by Verizon. I have waited long enough for Verizon to find their customer and correctly assign the debt. I am being held responsible for a debt which is NOT mine and as such I ask your intervention.

Thanks.Desired Settlement: I would like the negative item removed from my credit report.

Business

Response:

We provided the customer with the fraud case number and [redacted] toll free number to call.

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 refused to remove the negative item. I have been told that I must change the address on my driver's license and THEN give them a call. However, I had to find bills from the telephone account I have with them during the period of time that someone else opened the negative account. I also provided NYCDEP bills for the same period in my name at my address. What gives Verizon the right to tell me what address to use on my drivers licence? I have never had an issue proving my address as I have tons of bils to verify that. They verified my current account which I have had with them for over 14 years at my current address, and they are refusing to remove the negative account. Please help.

Sincerely,

Business

Response:

No new information provided. Customer has the correct contacts and was informed what additional documentation is required. The company's position remains the same

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 am not sure why Verizon thinks it can tell me that I must change my address when my drivers license verifies primarily my identity. In fact, I have never been asked before this insult (and now injury) occurred, to provide my NYS Drivers License to verify my address. The bills I provided from many years ago established my address. Why is Verizon refusing to acknowledge their error and remove this noxious item from my credit history??

Sincerely,

Review: Verizon offered new customers a $350 gift card if you signed up for their services. The fine print said nothing about if you upgrade your services you lose the ability to qualify for the gift card. I logged into the status portal and the gift card said shipped. I inquired about the gift card to the personnel at Verizon because the gift card never made it to my home. Today I log into my account and it says cancelled on 10/**. I called Verizon to inquire about it being cancelled and the rep I spoke with said that it was cancelled due to my upgrade in services. There's an inconsistent message being communicated to me and the staff that works at Verizon because the fine print of the promotion said nothing about if you upgrading your services. It only said that you had to be a Verizon customer for 3 months and pay your bill each month. If you were late/ missed a payment, then the counter would restart 2-4 weeks after your account was brought current.

Please consider this as a complaint for false advertisement. The resolution sought is my missing gift card for $350.00.Desired Settlement: The resolution sought is my missing gift card for $350.00.

Business

Response:

On November **, 2015, our billing representative spoke with

[redacted] and confirmed she should be getting the $350.00 gift card. Our representative issued an order

[redacted] and advised the customer she would receive the card in 90 days. Our representative will follow up on January

**, 2015 to confirm the card is being processed. [redacted] is okay with receiving the gift

card in 90 days and thanked our representative for their assistance.

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: Since moving into our apartment last summer, there have been no internet, telephone, or cable services.

We scheduled several appointments for installation of those services. Each time, however, the attempt s to provide services was unsuccessful.

All service installation technicians were unable to provide services to our apartment and reported that they could not find wires to provide the services to our apartment.

However, Verizon continues to list the address as being available to support the services. Verizon also billed us for undelivered equipment related to the requested and unsuccessful installations. When we did not pay the unaccounted for charges, Verizon sent us another invoice stating that the charges doubled due to non-payment.

The apartment below our apartment did have internet services supplied to it.

It remains unclear as to what services Verizon can or cannot provide to our apartment.Desired Settlement: Selected "Other" to reserve pursuit of applicable requests/settlements.

Business

Response:

Please be advised Verizon has made multiple attempts to reach [redacted] at ###-###-####, but have only been able to leave messages. We need to speak with her in order to issue the service order and then coordinate with the neighbor to gain access to the pole to be able to provide her services. I have sent her a letter asking she call me for assistance. We trust this provides your office with the information required in this matter. Thank you, [redacted]Verizon Executive Relations

Review: I had an account with Verizon FIOS Internet since June 2012, in June 2014 services were paused while my military family prepared for a transfer from [redacted] to[redacted], we had full intentions on continuing services. Upon arriving to [redacted] we were advised FIOS is not offered in our residential area so we needed to close the account and return our router. The router was taken to The [redacted] Store late October and was received by Verizon in early November. I continued to review my account to make sure necessary actions were taken to update the returned equipment and the outstanding balance of $91 had been corrected. I proceeded to call Verizon in November, December, and January to address the issue of the router being returned and the balance not corrected, every customer service representative advised me the balance would take care of itself by the time the next billing cycle came around, not true. The middle of February 2015 came around and we had learned that Verizon had sent my husband to a collection agency and reported him to the credit bureau for the $91 that we did not owe because we had returned the router. I contacted the company again on 2/**/2015 around [redacted] and was placed on hold many times and was never helped, this carried on for 1 1/2 hours, I finally decided to try again the next day. On 2/**/2015 I was finally help and the probably had seemed to be address, realized, and in working progress to be fixed. I again called on 3/*/2015 to find out only half the job was done, the balance was now at zero but the company did not do anything as regards to my husbands credit that they had ruined for negligence. The product Verizon offers is an excellent product, the customer service and treatment received is not worth it. I will not carry with Verizon Wireless once my contract is up for the two cell phones. Very disappointed...Desired Settlement: DesiredSettlementID: Other (requires explanation)

I was advised it will take 30 days for my husbands credit (which Verizon irresponsibly ruined) to be back to where it was, I want to be assured Verizon will actually do their job and make this happen. I do not trust this company to do what it is supposed to for obvious reasons, I need to know that this is in fact going to be taken care of and proof that it will and has been.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted] disconnectedinternet account [redacted] on July*, 2014 with order [redacted]. When anaccount is disconnected the customer has 30 days to return equipment to avoidunreturned equipment charges. The account shows that on August *, 2014 theaccount was charges $99.99 + $8.00 in tax for a total of $107.99 for anunreturned router fee. An investigation shows that the router was returned toVerizon as of November**, 2014. [redacted] called in about returning the routerand a Verizon rep applied $91.63 credit to the account which was the balancethat was sent to collections and when applied zeroed out the account. [redacted]had a credit balance prior to the router charge of $16.36 that was alsocredited and will be sent back to him in a refund in 4-6 weeks. As a resolutionto the complaint, Verizon has also requested that any negative credit reportingbe removed and that a letter of deletion be sent to [redacted] as well. Please allow 30 days for credit reporting toupdate. A Verizon representative spoke with [redacted] onMarch**, 2015 to explain the above information. [redacted] expressedsatisfaction with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, [redacted]Verizon SW Executive Relations###-###-#### EXT [redacted]

Review: Added Showtime to my service. Was unaware that this would cause me to lose $35 monthly credit I was recieving.

On June [redacted] we decided to add Showtime to our Verizon service, as it was being offered at a 50% discount. Upon receiving a confirmation email, I noticed that my account lost 2 monthly loyalty credits that we were receiving until next May, when our contract ends. I immediately called verizon to address this and was told by adding Showtime our account had effectively changed our agreement, which resulted in losing the credits. I told them we wanted to have it back the way it was, and was told they would remove Showtime and restore 1 of the credits, but the couldn't restore both. I asked to speak with a manager and was told there were none available but someone would call back the next day. The next day I called back and explained to a different representative that we wanted the credit back and was told there was nothing further they could do, as the credit was no longer available. I told him we literally changed our mind 1 hour after adding Showtime and he said it could have been only 5 minutes and they still wouldn't be able to restore our credit. I had no idea we would lose this credit or I NEVER would have added Showtime (which we cancelled immediately). I cannot believe that we were penalized for adding a service.Desired Settlement: I want my account restored to the way it was on 6-*-15...which means I will still have the $35 loyalty credits until my contract expires in May of 2016. Ideally but least importantly I would also like to have Showtime at the 50% discount without effect on my contract

Business

Response:

Verizon contracted the customer and apologized for thebilling issue. A monthly credit of $35.00 has been applied to the account toreplace the lost discounts. A credit of $ 16.69 has been issued to cover thecurrent bill.

Review: I signed up for Verizon cable, internet, phone service. I was to keep my home phone number that got messed up, I was suppose to get premier cable, I got select cable, I keep calling to get this fixed they keep telling me it will be done by the end of business day, never was, so I called within my 14 day grace period to cancel service and now they are trying to charge me for a month of service, a charge for removing my bundle, wireless router, telephone number change, (which I told the guy I want my same number, they couldn't even get that right. Out of those 12 days of service I had was a nightmare, I will never use Verizon again. I'm not paying a month of service or a removal fee.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to fix this bill I'm not paying $138.60 dollar of crappy service and only had it for 12 days. Thank you,[redacted]

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. According to our records, a Verizon representative made several attempts to contact [redacted] by phone. We emailed a call office letter which was responded to, however, the box that was responded to is not monitored. [redacted] did respond to the email sent by the Ecommerce Group.After review of provided chat ID, it does appear the customer was offered a free router. Ecommerce representative requested [redacted] to send him the order number of the order he does online for the router and a subsequent order will be placed to adjust the cost. On 2/**/2015 the Verizon representative left a message for [redacted] and provided a direct contact number. We await to hear from [redacted]. He may call our Ecommerce Department and ask for [redacted] at [redacted].

Review: Over the last 2 years I have had repeated issues with my wifi router. I have spent countless hours on the phone with them, 5 phone calls today alone for a total of over 2 hours. They have sent me 4 wireless routers because each one has failed to work after about 6 months. They said they would finally send a technician out to look at the wiring today and then I received a text saying the issue had been resolved without a technician coming. After I had waited home all day from 8:30 until almost 2:00. It was not resolved so I called again with no luck. My computer works only because it is hardwired and all other wifi items do not work. No tv, or computer (laptop) wifi service even 8 feet from the router.

I need my computer for work and I want out of this contract but fear they will charge me to end it early but this is ridiculous. I have a history of calls with them and it has never been resolved.Desired Settlement: I would like to be able to get out of this contract without being charged but even if they agree I fear they will charge me because there is no one who is accountable for anything. I do not have the time nor the desire to continue to deal with these people and be transferred from department to department repeating my problem.

Business

Response:

Please note Verizon does not guarantee Wifi/Wireless speeds. Verizon’s speed disclaimer is outlined in our terms of service and provided to all data customers. The speed of the Service will vary based on network or Internet congestion, your computer configuration, your use of Fios TV video on demand service, the condition of your telephone line and the wiring inside your location, among other factors. Our records indicate that on January **, 2016 a technician was dispatched trouble ticket number [redacted]. The technician replaced the router and installed a Wifi/Network Extender. On January **, 2016 a representative from our Fiber Solutions Center spoke with [redacted] regarding her concerns. During this contact, [redacted] acknowledged the above dispatch on January **, 2016 and that the Fios Data issue was resolved when the extender was installed. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at 1/###-###-#### EXT [redacted]. Sincerely, Stacey M. Executive Customer Relations

I had cancelled DSL service with Verizon over a month ago and as of today they billed me again. I have been transferred back and forth between 3 different departments trying to get an answer and so far noone is willing to provide any answers. I would never recommend them to anyone!

Review: I have had NUMEROUS problems with many reps trying to process a move order with each rep telling me something different (both online and over the phone). The problem is so extensive that I can't fit all of the details with the number of characters given to write this complaint. The bottom line is that, according to the 8th representative I spoke to this evening /early morning, after being told by the 5th representative that the move order was OK and being told by the 6th and 7th reps when I tried to make price changes (which I was consistently told by almost all of the reps I could do anytime prior to installation but I couldn't access the order at the moment because the order was being processed and I would have to try back the next day) that my order was in out q (whatever that means) and there wasn't anything that could be done until after [redacted]. Apparently, the information was put in wrong in their system by the 4th rep (which rep 5 & 6 never stated) and everything was locked. I asked to cancel everything and disconnect the service I had in the home I'm moving from and the rep said there was nothing she could do. When I asked how do I go about getting the situation rectified she just kept reiterating there was nothing she could do because of this term they call out q. After I questioned everything again, she did, finally, tell me I had to call after [redacted] and speak to someone who handles "out q". I have been a loyal customer since Verizon Fios became available in my area (several years) and I was trying to be proactive and set up my move order in advance so I could get this off of my move list which contains quite a bit. This situation had been an absolute nightmare And a majority of the reps of been inconsistent with the information they relayed to me, the customer, when trying to process the request. I am a [redacted] in [redacted] and have been for 18 years and I understand how important customer service is. This process with Verizon has been the worst!Desired Settlement: I either want everything cancelled including the current service I have in the home I'm currently at on the date I supply to Verizon or I want the situation rectified communication with someone who is on a supervisory level or above that will give me consistent information based the services and guidelines Verizon Fios offers. I, also, think that someone on a management level needs to know about this poor customer service. Will they care about my one messily complaint? Probably not.

Business

Response:

Attempts to contact the customer to discuss the complaint have not been successful. However, there is a pending order in the system to move the customer’s service from one location to another with a due date of January**, 2015.

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 respond yet due to my recent move. I will be responding this week.

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

Sincerely,

Business

Response:

Services have been installed and are active at the customer’s new address.

Review: When I signed up for the service I was told I would have the price for 2 years by the sales person, however now I see that my $20 discount is expiring this month, and my price will go up 40%. I feel I was lied to and that this is a bait and switch a year later, I have spoken both online and phone with several agents and none have been able to resolve the issue, they just offer me a $10 discount for signing a 2 year agreement, a discount that in reality is not even $10, its really $7 because I would lose another discount if I signed up for that. I currently receive a $20 discount that expires at end of May 2015, and a $2.99 discount that expires end of May 2016. I am already losing the $20 discount, and if I agreed to the $10 discount I would also lose the $2.99 discount.Desired Settlement: I would like to continue receiving the $20 discount as I was originally told I would be getting until end of May 2016. I would be willing to sign a 2 year agreement if the $20 discount was good till end of May 2017.

Business

Response:

We spoke with customer and renegotiated a new discounted 2 year bundled discounted rate for $62.99. The customer currentlyhas a promo for [redacted] ($15.99) at no charge for 24 months which we willcontinue to honor. It was also agreed toprovide 2 lump sum credits of $35.88 -the first credit this June and the next inJune of 2016. The customer was satisfied with this arrangement.

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: I used to be a Fios customer until I cancelled the services on September [redacted] 2015. For some reason Verizon kept billing me after I canceled the services. I since called 3 times and in all of those times they kept telling me that they will take care of the issue and cancel the services and the amount due on the account. Yesterday I received another bill including 2 months of charges. This is a perfect example of bad customer service and that is why I am writing to you guys so you can help me fight this corporation.Desired Settlement: I want Verizon to cancel all services under my name as they promised me for the past month and a half! and I want all the dues do be waved because I do not owe them a dollar.

Please help me with this issue because I am tired of fighting them.

Business

Response:

Verizon's Customer Service Escalation team representative reviewed Mr. J[redacted] account and concerns. Mr. J[redacted] was contacted on 10/**/15 and provided information. Mr. J[redacted] declined additional discounts for 12 months. Mr. J[redacted] agreed to have order issued to disconnect service with date of 10/**/15.We trust this information will help to resolve [redacted] concerns.

Review: I have had ongoing complaints regarding the speed of the [redacted] service I receive from verizon. Today after running an internet speed test showing my speed to be .26 mbps download and .06 up, I reset my modem (has to be done 3-4 x daily) and got 1.26 mbps down and 0.36 up. The plan is Highspeed internet enhanced, advertised to be a speed of 3.1 to 7 mbps. I first spoke to verizon via the live chat on their website. Tech support told me the plan I am on is for 1-3 mbps not 3.1-7 and its an error on my bill, and transferred me to billing. The Billing rep connected, asked for my id, and told me again I am on a 1-3 mbps plan. I explained to her that no, I am on a 3.1-7mbps plan, just like the bill says. I waited for more than 20 minutes with no response. (i have a copy of the chat text if needed). Then contacted verizon on the phone and the first person I spoke to did her best to be helpful, but I was told that basically, the 3.1-7 mbps plan that is advertised in my area, and which I had signed up for in the first place, was actually not available at my home address do to the configuration of the Loop, whatever that is, and that I should change to a lower speed plan. I explained I have been on this plan, and paying for it, for years, and I am having slow enough speed that my son who cyber schools is having issues staying connected to his live classes. I don't want a slower plan, I want what I have been paying for, but she says that is impossible. I told her then I will have to change providers and I believe they should credit me the difference between the lower speed plan, which I have been getting, and the higher speed plan which I have been paying for. She then transferred me to her supervisor [redacted] who informed me that the plan I am on, which is advertised in print and on line (i have screen shots from my verizon account page) as 3.1 to 7 mbps, is actually anywhere from 1.1 to 15 mbps, and since I sometimes got above 1 mbps(1.28 today) I got what I paid for, and he would do nothing usDesired Settlement: I believe I should be refunded the difference between the price of the plan I got and the plan I payed for, and their advertising should be changed to show the actual speed they will provide. It should not be an acceptable to advertise 3.1 - 7 mbps speeds and give you anywhere from 0.2 to 1.2 and say that 3.1-7 really means 1.1 and up is acceptable, and sometimes you get 1.28 so too bad. How many people are being screwed like this? How many people get 1/3 of what they pay for and dont know it?

Business

Response:

I spoke to the customer on January *, 2015. I apologized to the customer for her experience. I explained that there is no price differential for High Speed Internet service for the range of speeds of 1.0 through 7.0 Mbps that are offered in her area and therefore no credits are warranted and none will be issued. I explained that speeds tests have indicated that she is receiving a speed of 1.0 or greater. The customer had previously spoken to a manager on December **, 2014 who advised her of the same. The manager did offer to lower the speed on her account to 0.5 to 1 Mbps which bills at a lower rate and the customer accepted. The customer was not satisfied with the resolution.

Review: Being charged $250 early termination fee. Never signed a contract, agreed verbally or through online means. Cancelled because service was not as advertised. Had 4 service calls within 4 months for phone going out. In addition phone went out for numerous brief periods of time. Internet would lose connection multiple times a day. In addition did not have internet at all for the last two weeks of service. Finally was forced to go with another provider.Desired Settlement: Would like a refund for $400, plus the $250 early termination fee waived. This will help mitigate the loss of business due to the phone being out, and compensate me for the numerous hours spent dealing with these issues as well as a refund for the service I paid for and did not get.

Business

Response:

The customer spoke to a representative on December **, 2014. The representative advised that based on the history of repair issues that the customer experienced; the $250.00 early termination fee (ETF) that will bill as a result of disconnecting services prior to fulfilling the service commitment will be waived. A credit for the charge will be issued after the bill generates. The customer was satisfied.

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:

Service never met advertised speed. Service failed numerous times daily. Never agreed to a contract. After all of this was allowed early termination without fees because of poor service, but have still been billed to the present day. Will require all post cancellation charges to be removed immediately. Will also require a full refund of paid bills as this service never met promised speed. Will not accept anything less.

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]

On top of this I paid for several months of service which never met advertised speeds. Also paid for many days which I did not receive any service at all as service went down for days at a time.

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

Sincerely,

Business

Response:

Good afternoon, The issues regarding the service not working as it should have were addressed in December of 2014. Credits were issued and the ETF was ultimately waived due to the issues with the service. No more adjustments or credits will be issued to the account. That is our final stance regarding this account.

Review: Not receiving even a a quarter of the promise internet speeds, constant "throttling" of Internet speeds at specific times of day ( literally at the same time on the dot and for the same amount of time every single day) limits on my "unlimited" service all while being told from a disgruntled tech that their lines need to be upgraded for any permanent fix occur.Desired Settlement: Some form of forced action to fix their equipment, make my internet work for more than two minutes at a time for more half the day, and also recieve the Internet speeds that they advertise and that I'm paying for, at this point I would be happy with have of the speed I pay for as long as it's consistent

Business

Response:

Verizon tested the service and detected noise on the line as well as a wiring issue. We contacted the customer and explained that a technician needed to be dispatched. She stated that she was too busy right now to provide access and she would attempt to install new wire and a filter herself. The customer will call back as her schedule permits to set up a dispatch if required. Verizon apologizes for any inconvenience the customer has experienced as a result of this matter.

Review: I called many times stating that I had intermittent internet connection. Someone came to service the problem, however, they couldn't repair the problem because the problem required replacement of parts. I was told that someone would come and replace the parts, however, no one called, no one showed up. Also, I was told that the next day someone would come the next day and complete the call. No one came. I called to get verification that someone would solve the problem, and Verizon scheduled a day that I would not be available. After many calls and being placed on hold when I requested a supervisor to discuss this very poor service, I felt as though I had no other choice but to get the Revdex.com involved to help me get this problem rectified.Desired Settlement: I want immediate service, a formal apology; not the scripted ones they give you over the phone, and I want a credit for the inconsistent problems that I have had with this problem for over a year. I also want a full refund for 12 months in dealing with this problem. or, there will be legal action involved.

Business

Response:

A Verizon customer service representative discussed the issue with [redacted]. On 4/**/15, a credit totaling $38.99 was issued to the account for service outage. [redacted] confirmed his service is working. The experienced shared by [redacted] has been documented and forwarded to the appropriate Management Team for further review. We apologize for the inconvenience the [redacted] experienced as a result of this matter.

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 believe that Verizon has gone above and beyond to make sure that I regain service and trust. However, I cannot close the complaint at this time because I still have not heard of financial compensation.Verizon has issued a 1 month credit of $34.99. However, my service was out for approximately a year. Based on my conversations with one of the reps, that rep is working on getting me a more substantial amount regarding the service. Until we can both meet and come up with a larger credit; I cannot close this complaint at this time. I do hope everyone at Verizon understands my stance on this matter. I do again appreciate what has been done so far, and I do not take it for granted. So, once I hear from Verizon with some other form of compensation, I will close the case at that time. Thank you for understanding,[redacted]

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

Sincerely,

Business

Response:

After further review, Verizon's records show an outage reported on 2/**/15 thru 3/**/15. A credit totaling $33.00 was issued to the account for the service outage on 5/**/15. Verizon does not compensate for lost wages or lost time per the Terms of Service (TOS).

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:

This is NOT Acceptable! Therefore, I will seek Legal actions.

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

Sincerely,

Review: Several months ago, my fiancé and I transferred a Verizon FiOS account from my name into my fiancé's name because of a discount he was able to get from his employer. I called Verizon a few days after the transfer to check for any final charges. I was informed that my previously paid balance covered the charges left on the account and that there was no balance left on the account. I checked my credit report a week ago and saw a Verizon collection account so I called the number on the report and was informed that there was a $142.09 balance left on my old account. I've tried speaking to someone within Verizon about this and I've been given the run around. I spoke initially to the internal recovery department who informed me that I needed to speak to financial services. Financial services informed me that this is an issue for the credit reporting department. After speaking to credit reporting twice, I was informed that I need to take this matter up with a supervisor, but no supervisors are available. I've left my name and number and a brief explanation of my issue and no one has called me back. I have never received any calls or notices about this balance. I also never received a final bill from the previous account. This collection account has affected my credit negatively and unfairly.Desired Settlement: I want Verizon to make right by this and remove the collection from my credit report. As I've told several representatives, I don't have a problem paying the balance once I can see a final bill explaining the charges since I was told there was no balance left. Any help on this matter will be greatly appreciated.

Consumer

Response:

I have received a call from Verizon Communications offering to correct the discrepancies made on my credit report regarding complaint ID [redacted], the matter has been resolved.

Sincerely,

Review: I am paying around $130 very month for Verizon Fios TV and internet. Recently I realized that my internet speed has been gone down tremendously during the night time (7pm-1am) and I can not stream nothing during this period of time. I have talked to Verizon tech support and they also admit this issue is an intermittent issue in my area. I had 75/75 internet speed and I upgraded it to 100/100 to see if there will be any improvement. Unfortunately, I am still getting slow internet speed during the night time. I even got the latest router from Verizon and that would't help neither. My internet speed is running normal during the day time. As Verizon advertised, the internet speed should get effected during the peak time because they are using fiber-optic network. Therefore, I am getting the service that I am paying for.Desired Settlement: Verizon Fios should provide temporary billing credit/adjustment until the issue can be fixed. Veriozn Fios should send out the technician to repair/fix the issue. I just spoke to a supervisor from their billing dept, she only offered me $5 price adjustment for this month and asked me to escalated the issue to tech support which I already did so many times. She further stated that she can not provide ongoing price adjustment which I think this is not right.

Business

Response:

Please close this case.Resolution:I spoke with customer and apologized that he is having troubles with his internet service. I offered customer $15.00 off for 12 mos. I advised customer that it may take up to 45 days to be applied to his acct. Jennifer W[redacted]Senior Analyst Verizon Executive Relations Team

Consumer

Response:

I accepted this respond because they told me there is nothing they can do now. They told me that they are migrating me to the new router in this area but not sure when this could be done. Therefore, they offered me $15 off from my bill for 12 months. But anyway I think they need to fix this issue ASAP.

Sincerely,

Review: I sold my house 02/**/2016 and contacted Verizon to pay off my balance and disconnect the service on 01/**/2016. At the time I was told the final bill, paid it, and was told that since I'm paid a month in advance I would see a refund once the equipment is returned. Returned equipment and never received refund I called in on February [redacted] and they said they couldn't tell what address they used for the refund but I should receive it my the end of February and if not to call back. Never received refund.. waited a couple of weeks, and I received an automated phone call from Verizon saying we apologize but we charged you the incorrect amount for your last payment and we are working to resolved this issue.. Still never received a refund and today 04/**/2016 I received a bill for $354. Called Verizon they said there was nothing they could do its showing them I still owe $354 for jan and feb bill even tho I cancelled my service in January and made a final payment to them in January which I was told was the overall account balance at the time. Their telling me I didn't cancel my service until FEBRUARY [redacted], Weeks after I had already sold the house. I told them I have the date written down that I called and they said they have no notes to that effect. They couldn't even see any notes where I got an automated call from Verizon saying that I actually paid them to much money... I'm at a lose of words with what to do. Please help if their doing this to me I can't imagine how many other people they've done this to. I will pay anything that I owe, but I've looked at my receipts and bills and have paid every single one and have receipts to back it up, but Verizon customer service still wouldn't help.Desired Settlement: I would like to see this bill resolved, and any money that is owed to me to be refund. Like I was told by there

rep when I call to disconnect the services

Business

Response:

According to record, the consumer spoke with a Verizon representative on April *, 2016 who explained the final billed charges. Upon investigation, per the consumer, he contact Verizon on February **, 2016 to disconnect service and Verizon continued to bill through February **, 2016. The representative issued the appropriate credits to correct the billing. To date, the final billed charges are $180.78, which are valid charges.

Review: This is a delivery issue and customer service issue but I could only select one issue from above:

I was informed by a Verizon representative when I called from Switzerland on Monday, August [redacted], 2015, that they decided to not allow access to Verizon email from international locations. They never notified their customers of this fact so I was in Switzerland on business and needed access to my email which I could not get. I then had to sit on an international call for 20 min (which I was being charged by my carrier) to have them try to troubleshoot the issue which also did not work. The call ended with my being insulted by the customer service agent who thought she had dropped the call while I could hear her complain to the other agents at Verizon about my concerns.

Outside of not having access to email (which is a part of the service I buy from them) , I was also not able to access any of the content from FIOS (which is a part of the service I buy from them) because of this issue.

I would like to be reimbursed for a weeks worth of service while I was out of the country because Verizon did not bother to let their customers know that they have pulled the ability to access their services outside of the US.Desired Settlement: Notify their customers when they are making such a big change to their services that people rely on.

Business

Response:

We contacted the customer on 8/**/15 to apologize for theproblems encountered. The customer’s request for one week credit was honored. We appreciate the customer bringing this to our attention.

Review: I CALLED IN ON 7/** TO GET ASSISTANCE WITH MY WIRELESS CONNECTION AND THE LATENCY. I WAS BOUNCES AROUNG AND GIVEN A SERIES OF THIMGS THAT THIS COULD BE. AFTER BEING ON THE PHONE FOR ABOUT 21/2 HOURS MY ISSUE WAS STATED BY THE REP THAT MY ISSUE WAS RESOLVED. I ENDED THE CALL AND THE ISSUE WAS STILL OCCURING. SO I CALLED BACK YET AGAIN TO TRY AND GET THE ISSUE RESOLVED AFTER BEING VERY FRUSTRATED I ASKED FOR A TECH TO COME AND FIX THIS ISSUE, I WAS URGE NOT TO THAT AND THEY COULD FIXED THE ISSUE. THAT WAS A FAIL WHEN THE PROBLEM WAS WORSE THAN IT WAS WHEN I CALLED IN THE BEGINING. SO AGAIN I WAS ON THE PHONE FOR ANOTHER HOUR OR SO AND THE FINAL RESULT WAS ME HAVNG THEM ORDER ANOTHER ROUTER AND TRYING TO CHARGE ME FOR SOMETHING THAT WAS THIER FAULT. SO I HUNG THE PHONE UP WITH THE ISSUE STILL NOT RESOLVED ONLY TO HAVE TO CALL BACK BECAUSE THE ISSUE WAS WORSE THAN THE SECOND TIME I CALLED, I WAS TOLD THAT FOR 30 MINUTE SESSION THAT I HAD TO PAY 30$ SO I ASKED FOR A SUPERVISOR AND I WAS HUNG UP ON BECAUSE THE REP SAID THERE WAS NO ONE FOR ME TO TALK TO. ANOTHER CALL WAS MADE THIS SAME DAY WHICH IS NO 8/*. I WAS BINCED BACK AND FORTH TO ABOUT THREE REPS THAT THEN PLACED ME ON HOLD AGAIN AND ENDED THE CALL WITH NO CALL BACK TO THE NUMBER I PROVIDED THEM, MY COMPLAINT IS FOR THE SERVICE THAT WAS BEING PROVIDED WAS THE WORST THAT I HAVE EVER HAD AND WHILE A NEW ROUTER WAS ORDER THIS STILL DOES NOT RECOLVE THE ISSUE THAT I AM HAVING. I PAY MY BILL AND DONT OWE ANY BACK PAYMENTS AND YET THAT I HAVE BEEN LED THE WRONG WAY, GIVEN WRONG INFORMATION AND BEEN TREATED AS IF MY SERVICE AND MY FAMILY DOES NOT MATTER.. I ADVISED THEM THAT I WAS GOING TO THE MEDIA AND GETTING A LAWYER BECAUSE I HAVE NEVER BEEN THIS DISRESPECTED FOR A SERVICE THAT I AM PAYING FORDesired Settlement: I WANT A TECH AT MY HOUSE WHEN I AM HOME WITHOUT BEING TOLD THAT I DONT NEED THIS I ALSO NEED A CREDIT ON MY BILL FOR THE MONTH THAT I HAVE NOT BEEN ABLE TO USE BUT THEY EXPECT PAYMENT FOR.

Business

Response:

Please be advised, Verizon Online Tech Support spoke with the consumer on 8/*/15 regarding her internet issues. A new modem was shipped to the consumer. A technician was dispatched to the consumer’s home on 8/*/15 and repaired the F1 cable pair ensuring dial tone was okay to the consumer’s home. Verizon has applied credit to the consumers account according to the trouble history. The adjustment will appear on the following months statement. Verizon apologizes for any inconvenience caused surrounding this matter.