Verizon Communications

Review: I used to live at [redacted] and moved to [redacted]. All of a sudden, I got an alert on my credit report that a collection with Verizon hit my report in the amount of $208. I was told when I closed out my Verizon account that my balance was zero and that I had no cancellations fees because Verizon was not available in my area. This is such a huge problem because Verizon never called, emailed or mailed me anything stating that I owed this money. it is wrong that they would do such a thing to someone who has was a loyal customer and the only reason I switched was because it wasn't available in my area.Desired Settlement: They need to delete this collection account from my credit report ASAP!

Business

Response:

Records indicate the customer placed a disconnect order on August *, 2015 under order number [redacted]. Billing history: May **, 2015 billing statement reflects charges $320.02. The customer remitted payment of $320.02 on June *, 2015. June **, 2015 billing statement reflects charges of $160.01 with no payment remitted. July **, 2015 billing statement reflects past due charges of $160.01 and new charges $165.67 with no payment remitted. August **, 2015 billing statement reflects past due charges of $325.68 with disconnect credits of $116.88; resulting in end balance due of $208.80. Verizon mailed duplicate invoices for billing periods May **, 2015 through October **, 2015 for the customer’s review. Balance owed of $208.80 is valid and 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:

I was never sent a bill nor was I called about this balance. I would have gladly paid it if I knew. I was told there wasn't any disconnection fees because Verizon wasn't available in the town I moved to. Why am I now getting mixed signals and now have a bill that I would have paid. I paid on time every month when I had Verizon and if I was aware of the bill, I would have paid. My number didn't change, SO why wasn't I called? Please remove this from my credit report and call me so I can make a payment.

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

Sincerely,

Business

Response:

Records indicate a billing representative made contact with the customer to address the rebuttal. Upon further review, the representative confirmed the amount of $208.00 payable by credit card through Verizon's Bill Matrix system with confirmation number [redacted]. The customer was informed the entry will be removed from credit reporting and to allow 30 days for all bureaus to receive the updated information.

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.

As a new customer, I had some customer service issues at the [redacted] location. After contacting corporate to make Verizon aware of the situation, they stood by their customer service satisfaction and completely exceded my expectation. Thank you.

I've been a Verizon customer for over 13 years at 1 address. I moved 1 week ago and am STILL without service. I was given several days and times that a technician would come to my new address to activate my service, and so far not a single technician has been here.

I have a child with [redacted] and a [redacted] We're not supposed to be without landline because of the need to have emergency services know our address if I call.

Verizon disconnected our services from the previous address before 5am on Friday June [redacted]. It's been a week and we still don't have service putting my son's health at risk.

My verizon home television services has issues when I watch on-demand. It doesn't happen all the time, since I don't watch my television that often. But with guests in town watching television, it has happened much more frequently. When I called at night, I was on hold for 20 minutes and there was no indication as to my expected wait time. I called the next day during business hours and spoke to someone within minutes. Unfortunately, the customer service representative was very rude. She made it clear that I was annoying her with my questions. She could not help me because it wasn't an active problem. I explained the wait time the night before and asked what I should do in that case, and she said just stay on the phone. How long should I stay on hold? She couldn't answer that question. I understand she is limited in her training to handle problems, but she seemed disinterested in coming up with a solution, was irritated with me, and was very rude. I am used to that kind of treatment with Comcast, but I had always experienced wonderful customer service with Verizon. It was disappointing and eye-opening. I'm reconsidering my business with Verizon, and will no longer defend negative feedback when I hear it. Additionally, I will not be recommending their service over other providers.

I am exhausted. I have spent more time with you and your staff than ever before in my life about something that should not be so trivial.

They would not respect the price they offer me for fios and internet , even though they send me a letter and confirmation.

I really do not know what to do anymore.

The only reason we have Verizon for every service is because it is the only one offered. The first company that comes along and offers me home phone and internet, we'll be gone. I wish I could say the same of our cell phone company too (Verizon), because they are also the only one that works in our area. I'll be gone as soon as we can find something else.

First of all, I always pay my way too high bill. It is either early, or on time, never late. You would think this would equate to the service working, as I am paying for it. This marks the first time I have had to contact Verizon this year, which is not impressive, as it is only the 2nd week in January. And when I say contact, I mean I spent over 4 hours on the phone with representatives I can't understand. Not too mention how long it took me to get to a representative, because your worthless automated phone system couldn't figure out what I had to say. Then, my first representative promised that I would not have to reset my modem again, and she was very sure she could fix it. After not being able to use her computer program to take control of my computer wirelessly (note: we didn't have any internet), she told me it was a problem with my flash player. I have no clue how you think that this would make sense. I did not call her to tell her there was a problem (which there is not, it's a brand new computer) with my flash player. Hour and half later, it was fixed. Two hours from that, it was not. Call that fixing it huh? Assuming that it was reasonable that I ask for a refund, I was told that I would be credited $12. Seriously? Out of my $80 bill, I am being given back $12? But I guess when almost all of your customers hate dealing with your company, you cannot be expected to give them a full refund for all of the problems they are presumably having. I had to leave work early the next day to get this taken care of yet again. To which I was asked the same exact questions I had been the night before. Do you think your customers are so stupid they don't know how to reset the modem? I've done it so many times (about three times daily), I know it doesn't work. Nice try though. Also, I am aware of all of my lights on my modem, and do not need to be asked questions about that as well for the second time in 12 hours. So there goes one of my hard earned and saved vacation days to fix a problem with a service that I pay for. And the icing on the cake? It's still not fixed, and I'll have to take yet another vacation day to wait for your technicians, who can't accommodate to my work schedule. If I operated like you did in my job, I would be fired. But sadly, I can't fire you, because you are the only service that is offered.

I also feel very bad for your representatives, as they have to take the brunt of the complaints, yelling, and all around irrational thinking because your company drives your customers insane. They attempt to do everything they can, but they can't fix how awful the company is. I hope they're at least compensated with more than $12 an hour, because they deserve it. But I'm sure my $80 monthly bill is being used for other things, because it's surely not being used to deliver quality service to customers.

As for what you can do to improve your service? Make sure the service you are offering works, so I never have to worry about dealing with you again. I'll pay my bill, use the service, and hope I never have to spend almost a day of my life fixing one of your problems.

The only way doing business with you would be easier, is if I didn't have to do it. Luckily, my internet is down at my house currently, or I'd be contacting the PA Utility Commission, because the way you conduct business is shameful. It's on my list to do when my service is restored. Hopefully this time it lasts longer than 4 months.

I was traveling and have Verizon Service but no contract. My phone was acting up so I decided to check on getting a new one. We went to the Verizon store in [redacted] (only to realize 2 months later that this store was a third party, which they did not tell me). I got a new phone as an upgrade says the clerk for $39.99 only to be told by a real Verizon rep that I am paying monthly $20 for the phone $710 (2 months later). The third party sales rep in [redacted] said my bill would only change $10 because of the tablet and that's all. He lied. They also never told me about the $40 charge for each on phone and tablet. No where on the contract that I signed does it say I am paying for the phone monthly or about the other charges. I would have never gotten the phone and certainly not the tablet if I would have known the full costs of them both. He lied and omitted the facts for me to make a major decision especially since I am on a limited income. This is appalling and I want something done. Also he had me sign the contract on a digital signer so I did not see the full contract until he printed it out and the what I received didn't say nothing about paying for the phone monthly.

Review: My husband Gabriel changed verizon fios bundle plan on 7/*/13 over the phone with a sales person named [redacted]. (we were verizon user since 2002 and just switched the plan). At that time my family was in the process of moving to California, so my husband asked him if there would be any problem. [redacted] told him there would be no early termination fee if we move to the area where verizon has no service. (we moved to San Diego, California on 9/**/13 and no service is available in my new house). Now I got a bill for early termination fee of $220. I called verizon today and spoke with a supervisor named [redacted]. He said there is no documentary evidence about waiving fee so I have to pay! There is no way to confirm if [redacted] writes all the conversation or not through phone. He didn't do the right thing to do and/or gave my husband wrong information and the result is that I have to pay $220. I do not think this is right. Please resolve the problem. Thank you.Desired Settlement: The verizon should waive the early termination fee.

Business

Response:

We spoke with [redacted]. on 12/*/13 and agreed to adjust the early

termination fee based on the discussion.

Review: Salesman came door to door to sell Verizon's package (internet, phone, tv). I agreed and signed contract in August 2012. I cancelled my service with Verizon after one year. Verizon billed me for early termination fee of $110. I sent copy of contract numerous times to Verizon, no fee on contract. Verizon sent me to collection, sent all info again, to collection agency and Verizon. No response within required time frame. Verizon then sent me to second collection agency, never responding via phone or mail to numerous attempts. I called Verizon and was told that charge is valid, but customer service employee did not know why. I now have this collection activity on my credit score. Please help, as I have no problem paying my bills, but will not pay for something that I shouldn't

Product_Or_Service: telecommunications bundle

Order_Number: ###-###-####

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for Verizon to cancel balance of $110 and notify all three credit reporting agencies that it was sent to them in error.

Business

Response:

Verizon contacted the customer and credited the final bill

in full due to a billing error.

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.I have also requested that Verizon contact the three credit bureaus with this information. That request has not yet been resolved.

Sincerely,

Review: I am writing to dispute fraudulent long-distance charges Verizon Telephone has billed to my account. On July [redacted] & [redacted], 2014 -- shortly before my family moved out of our apartment, and while we were out of town visiting family -- long-distance phone calls associated to our landline number were made to Jamaica and Haiti. The charges for these calls eventually totaled over $2000.

While I am happy and willing to pay the regular service charges associated with my account, I am unwilling to pay over $2000 for calls that I did not and could not have made.

There are a number of reasons to suspect that the calls were made via a physically hacked phone connection outside our apartment:

• Most notably, the Verizon phone line of our next-door neighbor was also hacked on the same day at the same time, with calls also going to Haiti and Jamaica. Our neighbor was also out of town at the time.

• Our neighbor was the only person outside our family who had a key to our apartment, and he was out of town. No one with a key to our apartment was in town on the date the calls were made.

• There was no functioning telephone connected inside my family’s apartment. In preparation for our move, we had disconnected and packed all our electronic appliances, including our telephone, before we left the apartment on July **. Our single functioning telephone was inaccessible. Anyone making a phone call from our apartment would have to have somehow known this and brought a functioning telephone with them from the outside.

• There was no evidence of forced or illegal entry into either of our apartments. None of the easily accessible electronics or valuables in either of our apartments had been stolen or disturbed in our absence. There were no signs that locks had been forced open or otherwise disturbed.

• Upon my return to our apartment on July [redacted] through the [redacted] after borrowing a phone from a neighbor, I discovered that our phone line had no dial tone. A Verizon repair technician who came to resolve the problem on July [redacted] discovered that there was a disconnect at the phone line junction box in our apartment building’s basement.

• Our building’s phone line junction box is easily accessible from the street without a key and without the knowledge of anyone in the apartment building. The building’s basement is easily accessible from the street via a basement-level pass-through. The doors to the basement are frequently unlocked during the day and are not monitored.

Verizon has refused to investigate further, and instead is insisting that I pay for calls that their service personnel have acknowledged I did not make.

As a company, they insist that the fraudulent phone calls came from inside our apartment(s). In order to believe Verizon’s view of events, one would have to believe the following:

• That not one but two apartments were broken into simultaneously solely for the purpose of engaging in long-distance phone calls;

• That the alleged burglars somehow knew to bring a functioning phone with them into one of those apartments;

• That they simultaneously occupied both those apartments for 11 hours without leaving a trace;

• That though the alleged burglars were willing to steal our long-distance service, they were unwilling to steal any of the readily accessible electronics, valuables or jewelry neatly piled up near our door, readied for movers;

• And that they politely locked the doors behind them after they made their exits.

At the risk of understatement, this version of events seems far-fetched.

I have spent hours on the phone with various Verizon customer support departments: customer service, billing, fraud services, technical support for phone lines, etc. With one exception, I found the individual customer service representatives to be patient, courteous, and empathetic. Structurally, however, they were prevented by internal Verizon policy to waive the fraudulent charges on my account. Additionally, no department wanted to take responsibility to explain how these charges could have come about.

At the beginning of October, after I had twice stopped the automatic withdrawal of payments from our checking account (now closed), I received a letter from a debt collection agency, stating that they had taken over the collection of the outstanding charges.Desired Settlement: To reiterate, while I am happy to pay the regular monthly charges associated with my account (totaling roughly $80), I refuse to pay long-distance charges of over $2000 for which I am in no way responsible. I wish for the fraudulent charges to be removed from my outstanding bill.

Additionally, I want Verizon to call off the debt collection agency that has been assigned to my account, and to clear my name with any credit reporting agencies that have been contacted by Verizon or its agents.

Finally, I would like reimbursement for $60 from Verizon for the two stop-payment orders I have had to issue through my bank to prevent Verizon from withdrawing the disputed payment from my checking account.

Business

Response:

Thank you for bringing the case of [redacted] to our attention and for review. I do apologize that case #[redacted], after careful review will need to be redirected to the New York office for handling. Customer's mailing address is now in Ohio, but the charges in question resided when he lived in New York. Customer phone number on the account at that time is ###-###-####. Thank You [redacted].

Business

Response:

Verizon contacted this customer and advised that his account

was being credited $2,086.53 for calls billed as a result of tampering with his

service. The adjustment left a balance due of $26.86 and the customer stated he

understood.

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. Though it took complaining to the NY Revdex.com to get the attention of Verizon's Executive Response department, once I they were aware of my case, they moved speedily to investigate and resolve my complaint to my satisfaction as I had asked.

Sincerely,

Review: Your company installs a box in a plug in my house that has a back up battery for the land line that I pay for faithfully on time every month. this battery is not a normal battery that people can go out and get from a discount store no it is a battery that costs 39.99 from what I am told. if a service person comes out to bring me this battery that will cost 99.00 dollars plus the cost of the battery. WHY? this is high way robbery when I have been on the phone with a tech for over 2.5 hours them trying to set the battery remotely that is not my fault if YOUR battery will not work but I am defiantly going to pay for it to get the "chirping" to stop that is driving me and the person who lives in that room crazy. why would you not provide a battery backup like everyone else with a battery that consumers can buy from the store that will not cost them an arm and a leg and then be told that you only guarantee it for a year which means every year I have to go out and buy another one so along with te high cost of your service I have to also buy this battery. this is crazy and not taking care of your customers.Desired Settlement: you need to make your equipment more costly as with all the technology in the world today no excuse for your company that makes millions not to. I do not make millions and I want to have a service that works and will not cause me more anguish with noises that will not stop and drives a person crazy. you have made me sit with this noise for days and days with no relief what so ever. oh only if I want to pay for you all to have a great holiday season and me not.

Business

Response:

The customer advised a customer service representative that she did not need the back up battery since she had a wireless telephone. She only wanted to get rid of the chirping. Our technical support team recommended that the customer remove her battery and the chirping should stop.

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:

When I called the 3 different Verizon numbers and was transferred to the tech side the guy told me that the chirping will not stop without a new battery. we had already tried to leave the system without the battery and the chirping continued none stop. I was told by someone from Verizon that they would send someone no charge to me to fix that machine so that it will never need the battery but now this guy is saying that it is closed and it is not.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] %3

Business

Response:

Per the [redacted], Verizon replaced the battery back-up unit on January **, 2015. Additionally, the [redacted] made contact with the consumer today her concerns, at which time, the consumer informed the [redacted] that her concerns are addressed and she is satisfied at this point.

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 [redacted] was very nice and responsive to my concerns and he was very nice in providing his own information if I need further assistance. I found that very nice and the reason why good companies stay in business. Thanks.Sincerely, [redacted]

Review: After calling your customer service 3 times I GIVE UP!

No one is knowledgeable in helping me? customer service sent me to your technical support who sent me to billing.

all I want is to be unlocked online because if forgot my signon name and password and your system does not even give me a pin to correct this problem.

YOUR SERVICES ARE LOUSY; EVERYONE SHOULD KNOW WHAT KIND OF INCAPABLE STAFF YOU HAVE--from [redacted]? from [redacted]? I DON'T CARE, THEY ARE INCAPABLE!!!!

I lost 1 hour of my time AND I SHOULD CHARGE YOU !!!Desired Settlement: unlock me from my online password and name so that I CAN PUT IN A NEW NAME AND PASSWORD!

MY PREVIOUS NAMES WERE [redacted],

HELP!!! ALL I WANT TO DO IS SEE AND PAY YOUR BILL!!

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] toour office for review. We appreciate this matter being brought to ourattention. Our investigation concludes; there appearsto have been an issue with the onlinesystem causing [redacted]’s inability to reset herpassword to gain access the Verizon site. Verizon representative contacted [redacted] and assistedher with gaining access to the Verizon site online. [redacted] is satisfiedwith this resolution. Our expectation is that allVerizon customers have a positive experience when interacting with customerservice. In the rare instance a customer has a less than positiveexperience; we make every effort to assure we are taking the necessary steps toprevent it from happening in the future. Verizon apologies for the inconvenience this has caused andtrust that this information will assist you in closing this complaint. Sincerely, [redacted]###-###-#### EXT [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: Im at my 2 year agreement and my spouse called in and spoke to a guy named Stuart about renewing our service, but at a reduced rate. We never used the phone service and we didn't need it. Stuart explained a double play that would increase the internet speed to 50/50 and have a TV package that included certain channels. My wife told Stuart she would let me know when I get home from work (I work out of town). I returned home 10 days later to contact Verizon regarding the package Stuart had explained to my wife, which was Internet/TV for $58, DVR $19.99, which totaled $78, then with tax would be around $85. I wanted to make sure what kind of channels we were receiving, because the package we have now has about 40+ channels that we would never watch or ever heard of. When I called Verizon, the lady I spoke to could not offer any of this! The package is the same one we are in minus $10. I cannot afford for such a meaningless service and expect if Verizon would like to keep me as a customer they will honor the package discussed. Don't advertise a price and service to my wife and then pretend it doesn't exist. Obviously there must be a huge communication problem within sales personnel.Desired Settlement: Honor the price or lose a customer.

Business

Response:

Executive Relations Team/[redacted]- Revdex.com case [redacted]- 07/**/2015- I spoke with [redacted] regarding his experiences speaking to representatives. He said he was unable to get consistent quotes on what the video and data package would cost if he removed the voice. He said his wife was quoted an internet and TV package for 58.00, but there were no notes specific to the package that interested her the most when she called in on 06/**/2015. Due to the Revdex.com complaint, I ended up setting him up with a 59.99 package for select TV and 25/25 data with a two year contract. He will keep his one free standard box and his 19.99 DVR , taxes, fees and other Verizon charges total 6.63. Total is approximately 86.61 per month. This was acceptable to [redacted] for resolution. [redacted] accepted recorded Terms of Service.

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: This is in regards to an order placed with Verizon for High Speed Internet Services for my home. The order number is [redacted]. I paid $250.00 as a security deposit using my [redacted] debit card linked to my checking account. I cancelled the order on Monday 7/**/2015 but the money was debited from my checking on 7/**/2015. I called Verizon and was told I would have a refund back to my card in 3-5 days. It did not happen. I escalated my concerns to their regional executive office and still have not received a refund 2 weeks later. I want my refund debited back to my Visa card. I continue to call daily with no resolution. I need my money desparately. Please help me get my money back.Desired Settlement: Refund back to my [redacted] debit card ASAP

Consumer

Response:

I received my refund on Sunday 8/*/2015, so this complaint can be closed.

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: On 10/**/15 we received a mailing for a FIOS promotion to upgrade our existing television service to a Preferred HD package, which included FIOS internet 75/75 and additional channels, 89 of those channels HD. We called on 10/**/15 and upgraded. We received an email showing the accurate changes to our account with the order number.

On 10/**/15 we received an email that our FIOS equipment was on its way. As we already had all the equipment needed, we called Verizon on 10/**/15 to save them this shipping. We were informed it was too late, the product had been shipped, and to return the package when it arrived.

Then we received a new email on 10/**/15 stating our television package had been changed AGAIN. To the Prime Plan - a much more basic package. At a much HIGHER cost. These changes were NOT authorized, by anyone. At ANYTIME.

Our television reflected this change and worse.

1. We lost one of our 3 DVRs completely. - It no longer shows up at all.

2. We only have 20-30 channels and are missing core cable channels like CNN, TLC, Hallmark, etc.

We have spoken to VERIZON FIOS representatives for no less than 5 hours on no less than 3 days over the past week, allowing the 24-48 time periods requested between calls to rectify the issues with no success.

1. We have not been ALLOWED to speak to a supervisor.

2. We have spoken to representatives, the technical support department, etc. with no resolutions.

3. We have been told we AUTHORIZED this downgraded channel plan, which we clearly did not. We have instructed the reps to listen to their voice recorded calls to prove this as such and we get no response.

4. WHY would anyone authorize a smaller MORE EXPENSIVE television plan the day after taking advantage of a cheaper more inclusive television plan?

5. Our original plan, which we had prior to any planned upgrade, no longer exists.

6. FIOS representatives are contradicting themselves, some saying we were never entitled to channels like "CNN, Lifetime, TLC, etc." while another representative said, "[redacted]" and emailed us a current program guide.

7. Our concerns have not been validated by Verizon FIOS Customer service representatives at all. We have been made to feel like we are inferior, we are inconveniencing the representatives, no one has any interest in rectifying our issue. Every time we called we had to start from the beginning. No one could pull up an existing case. No one could offer a resolution of any kind.

8. We are paying for an exceptionally high plan that we are not receiving.

9. FIOS has declined to send out a technician to our home to see that things are in order.

10. We have been loyal Verizon customers for over 16 years and have been happy with service up until this point. We have maintained copies of all emails of these issues. We have all voicemails pertaining to these issues. The last phone call to FIOS, taking place on 10/**/15 was for over 140 minutes and it is also recorded, on our part, and FIOS representatives are aware, as we feel we have no further recourse.

What is our next step?Desired Settlement: -Acknowledgment of the extremely poor customer service experience and for the trouble it has led to.

-Reimbursement in the form of credit for the time we've been without promised services.

-To re-instate what we actually agreed to on 10/10 when the whole process started.

-All promised channels and internet speeds greater than 1/3 of the promised bandwidth should be implemented.

-Maybe a savings on the services per month for all of the trouble and inconvenience of dealing with them on what was simply a loyalty upgrade for an existing, happy (at the time) customer.

Business

Response:

Please be advised, the consumer filed a similar complaint with Verizon’s Executive Team. Verizon found that an order was placed on 10/**/15 to upgrade services to the FiOS Digital Voice (w/ 75/75 Data and Preferred HD TV). The order included shipment of equipment; however the consumer had equipment already. In an attempt to cancel the shipment an order was issued and was later canceled by an agent. Despite the order reflecting “canceled” in the system, it still managed to remove channels from the consumers account. Verizon’s Fiber Solutions Center (FSC) was able to correct this issue by creating an internal order which reinstated TV channels and also enabled DVR services. Verizon has spoken with the consumer as of 10/**/15 and confirmed all services were working properly. Apologies were given for the inconvenience caused. An adjustment totaling $36.77 was applied to the account on 10/**/15.

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: On December **, 2015, Verizon was asked to move my services from one location to another. The technician that did the move did a horrible job. He installed all of my services on the floor, without any regards for the fact that I will not be using my 3 services whilst laying on the floor. He also installed the Verizon box across the room from where the working outlet was. When I called Verizon to make a complaint about his service, the customer service representative apologized and promised to have someone come out and fix the issue. On December **, 2015, another technician came out and fixed the first technicians poor installation job. He even ordered an electrician, to fix the outlet, because according to him, the plug should have been grounded. I contacted Verizon headquarters directly and asked them for a refund for my $80.00 installation fee, because of the poor job that the first technician did. Verizon took about over a month to send someone out to take a look at it. When they did, they sent a field manager who came out on February *, 2016. After explaining to the field manager about the issue, Verizon headquarters told me that according to the field manager that all I complained about was moving the box, and therefore I should not get a refund. However, I don't understand how it was a location issue when I clearly stated that it should not be on the floor. And that he also installed the equipment across the room from the only working outlet, with a short line, and used an outdated extension cord, that he got from who knows where, and also failed to properly ground the equipment, which was thoroughly explained to the manager. I explained to the filed manager that the first technician took advantage of the fact that we were in the midst of a move and wouldn't notice what he did until it was too late. The technician did a poor job, plain and simple. I was forced to take another day off from work for someone else to fix his mistakes. A mistake that the second technician clearly pointed out.Desired Settlement: Refund of the part of the installation fee I've already paid, along with the waiver of the rest of the installation fees.

Business

Response:

[redacted] was given a one-time courtesy adjustment on the 1st installation charge.

Consumer

Response:

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

The woman I spoke to over the phone regarding my complaint assured me that I would be getting a full refund. And nothing has been changed on my bill yet

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

Sincerely,

Business

Response:

Per Verizon Records, [redacted] was issued a one time credit of $60.87 for the activation fee on 2/**/16.

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: 1. I just called to renew my Fios services (Internet, Phone, TV), but the agent lied to me as a customer about the service details.

2. I was promised to keep the same price of my current price for another 2-year contract, but the email invoice showed that I will pay more starting next April.

*. I contacted an agent (in the same morning of the new order) and found out the order (Master Order Number: [redacted]) did not have a future due date, so that it can not be cancelled.

4. My current contract is not expired until late April, but now it's removed with the new order for more expensive price.Desired Settlement: 1. Keep my current Price: $69.99/mo with 2 year agreement. Price Thru April **, 2018.

2. Keep the $250 Verizon Visa Prepaid Card for the 2-year contract, as shown in the agreement.

3. Remove the Fios TV Broadcast Fee $2.99 which is not on my current contract.

4. Add 4,000 Verizon My Rewards points, as shown in my account and the promotion letter, for renewing the contract.

Business

Response:

The company called the customer on 2/**/16 and again on 3/*/16 to discuss her concerns. The company has agreed honor the discounts through the end of her contract. There are 2 promotions, 1 for $25.00 and another for $10.00 that shows they would have expired 4/**/17. Verizon will extend them through to 2/**/18, the end of contract date. The customer has been provided direct contact information.

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 have made 30 phone calls, have had 6 tickets opened and closed. I had my last ticket closed only to be reopened by Nicole yesterday. I have spoken to Melissa, April, Jose, Mallory via chat and Nicole yesterday. The first 3 promised to get back to me to confirm the issue was resolved. But the breaking point was with Miss T[redacted] (if that is her real name) who treated me abhorrently, refused to take my payment, insisted I pay my bills late, but finally after 15 minutes on my part, took of my late fee. Despite telling her I have lifeline and am disabled refused to adjust the $3.50 charge, spoke to me like I was a liar. I ended my conversation telling her I am disabled and would get my attorney involved. MY accounts are still not merged. I have a $27 credit which I cannot apply to my Fios Account. Every month I speak to your mostly aggressive customer service reps who refuse to let me pay via pnone until I am sent to finance. What a disgraceful way to treat a 13 year customer. I told Ms. T[redacted] I hoped the calls are recorded as you must listen to the call. She should be terminated for the combative way she spoke to me including a disparaging remark about the woman at finance who waived the fee the second time. ARGUED with me over a 5 cent late fee. Sociopathic. I have contacted my attorney for your complete inability to resolve this matter, your reps saying they would call me back and never bothered, the abhorrent way Ms T[redacted] treated me despite me being presently homebound. Again, she should be terminated. I am reaching out to other agencies to see if this is a pattern with other customers. Tickets are closed with nothing done. RESOLVE THIS VERIZON. This is a total of 60 calls in about this when you include the 7 calls a months just to pay my bill. MERGE my accounts. DO YOUR JOB. Don't give me extra work to do. Listen to the call and terminate that horrible woman. You're going to end out in court if this continues. FIX this already.Desired Settlement: Fix this or deal with a judge. Listen to that call made to Ms. T[redacted] on Sat Feb ** at 10:05 AM. Don't contact me until my accounts have been merged. Only someone with a single digit IQ would behave this way. I have NEVER paid my bill late yet your horrible rep insisted I did. Look at my account and fire her. She's a disgrace.

Business

Response:

Verizon has spoken with the customer and advised that the system issue that prevented combined billing has been resolved. The March **, 2016 bill will reflect the combined billing. A Verizon executive relations representative has a follow up to review the bill and confirm that it is correct, and the customer has been provided with that person’s name and number. It was confirmed that Verizon has credited three charges for the customer’s use of bill matrix to pay her account. Adjustments of $3.50 each were issued on **/20/15, 11/**/15 and 1/**/16. Verizon also confirmed with the customer that as of 2/**/16, she is now able to access her Verizon.com account. Verizon apologizes for any inconvenience the customer has experienced because of these matters.

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:

When I spoke with Sheryl yesterday, she said she will not know if it is resolved until the next billing statement which is 3/** and posts 3/**. Furthermore, although I was credited $3.50 it was credited to my phone account which now has a huge credit of about $91.00. I have BEEN UNABLE to apply that credit to my Fios account. Until the accounts are merged and that credit is applied to my FIOS bill, this will remain open. I spoke with [redacted] by phone last week requesting that this stay open until it is resolved. I heard last month that they were merged and it is not reflected on my account. Furthermore, Sheryl stated she would not know until next month. So how is it resolved? The treatment that I received was awful and it doesn't appear [redacted] will be penalized for her outlandish behavior. Therefore, until I see my accounts merged and the credit applied this is not resolved. I will not be laying out the $3.50 anymore and will not longer be calling customer service 7 times per month. Sheryl said she will deal with the issues if it is not merged after the bill is posted.

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

Sincerely,

Business

Response:

Verizon contacted the customer and explained the billing on her March, 2016 statement. We advised that going into this bill she had a credit balance of -$91.43. The new charges of $97.86 included charges from a previous bill and were credited last month. After the credit balance was applied to her charges, her bill for this billing period was $6.43. Her normal monthly charges will be $62.66 per month plus any local calls she makes which are charged at .09 per call. The customer now understands. Verizon apologizes for any inconvenience the customer has experienced because of these matters.

Consumer

Response:

I spoke with Sheryl yesterday and appreciate the time she took to review my account. She did say she would email me a breakdown of the bill which I have not received. Sometimes people email [redacted] instead of [redacted]. If you could resend, that would be great.I also was told that if the bill is higher next month I could contact Sheryl.I am happy this is resolved and am very pleased with the Revdex.com and their handling of this case. I only wish I had filed a complaint earlier.Thanks. [redacted]

Review: On February *, 2016 Verizon installed cable and Wifi services for my home. After the installation I called customer service and told them that My Internet was extremely slow and I wasn't satisfied with the poor service. The Verizon representative told me to run some diagnostic test which she guided me on and confirmed that the Internet was slow. She then told me to download an app and see if that improved the service however It Didn't... I called again on February ** and asked if someone could come to take a look at it because the Internet was still extremely slow. She said she could have a technician over the next day (February **) but it would cost me $80 the first hour and any additional time would be charged hourly. So I told her I wanted to cancel my service and to disconnect everything. The Verizon representative informed me that I had 30 days to take the equipment back to and authorized Verizon store. On February ** I took the equipment back and received several confirmation emails stating;

1) the service had been canceled.

2) the equipment had been received and No further action needed from my part.

3) A bill summary stating that I didn't owe anything because I canceled within the cancellation time frame.

However 2 months later On May [redacted] I receive a letter in the mail stating I owe $230.38 dollars. I call customer service at ###-###-#### and spoke to a Verizon representative and she agreed that based on the account history It was clear I canceled on time and the debt should not exist. She said she would "OPEN A CASE FOR DISMISAL" and wait for an answer either by mail o E-mail.

However Today May [redacted], 2016 I receive yet another bill stating that I owe $230.38 cents I called customer service again at ###-###-#### was on hold for 30min until a Verizon Rep by the name of Mike answered, reviewed my case and confirmed the same information the previous representative had stated on May [redacted]. Mike the Verizon Rep asked for my phone number and said he would call me back because it looked like my bill had been sent to collection and there was nothing he could do. He also apologized that he could not escalate the claim to a supervisor because NO one was available due to the Verizon Strike.Desired Settlement: I would Like my Bill canceled and if anything was sent to a collecting agency that Too be dismissed. So that my Credit isn't affected.

Business

Response:

Company records show that on 5/*/16, Verizon spoke with the customer and fully credited his balance of $230.38 under Account Number: [redacted]. Upon receipt of this complaint we were able to verify this was previously addressed and the account now has a zero balance. A final bill will be issued on or about 6/*/16 and will reflect this information.

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,