Verizon Communications

I will be contacting the Revdex.com tomorrow, they are closed alreasy. After speaking with corporate once again, I feel given the person I spoke with to whom she needed to in regards to the gentleman I spoke with that I feel was very unprofessional with his customer service skills, as well as the customer service rep who transferred me to a third-party hackers scammer called [redacted]. They I feel the dismissed anything I told them in regards to what had occurred on 9/** 2015. The woman was rushing me as I how I feel, hungup on me as I was asking a question. It I feel is so sad to have to call from numerous numbers or block your own for the corporate office to answer the 212 number. Plus the illegal activity that went on in the store, I feel Verizon tries to place blame on there "valued customers", instead of just be kind and help us.

Review: My internet connection is so slow that I cannot work on the computer. Additionally, since my phone-line is connected to the internet my phone does not work either.

Tp say that verizon is one of the worst companies I have ever had to dealt with would be an understatement. We have lost count of all the problems with have had with them over the years and the only reason we are forced to stay with them is because there is no other internet provider.

So again the internet is not working. We call verizon. They do all sort of tests on their side. Asks us to do a speed-test. They are unable to complete it as the internet is too slow. That was the reason we called so obviously we had already told them that. After hours on the phone we are told they will call us back. We ask for reference number, name, a phone number. They don't have any of that just inform us "trust me I will call you back". No one calls. The internet does not work.

We call again. The same process above is repeated. Several hours of time are just lost. They tell us they think it is an outage somewhere in the system. We are informed they will call us back within 4 hours. We tell them that is 1am our time. They will call then by 12am. We cancel our plans and stay at home waiting for a phone call that never comes.Desired Settlement: Verizon owes us an apology, a deduction on our bill for all the time we are not able to work on the internet and they need to fix it ones and for all.

Business

Response:

This complainant failed to provide the telephone number, theaccount number, and the complete address. Verizon was unable to locate theaccount without complete information and the customer failed to return allcalls requesting that information.

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: [redacted]Fios dispatched their Salesforce to see me and tell me that finally they are serving my community and I can have fios installed.I was elated and wanted to be sure so I asked [redacted] if he is 100%sure because from day1 I moved to this community I knew there was no fios and he assured me that there is and is needed to be brought to the building.I moved installation date up to the end of Jan2015 and when installation date came,FIOS technician told me there is no fios in the community that he can bring to my building.Since that day up to today , I have been trying to get their equipments returned to them since the technician did not want to take it. I have spoken to almost 10people. One sent me a wrong [redacted] return sticker, one sent me a box without sticker, another promised to call me back and another promised to send a technician to pickup but there boxes remains still here with me. Other reps insisted I take it to a [redacted]store and they will take care of it. I have told them I have no car, I cannot carry 25lbs going downstairs with a damaged knee but no seem to listen. I told them I will pay for [redacted] driver to come pickup if they can set it up and still nothing has been done.Instead I get a bill in the mailfor$1200 for the setboxes that I'd been trying to return since end of January or early February. You cannot get a hold of anyone during weekends and they only work MtoF until6pm. I get home by 7:30pm. Ican only call them when Im on sick leave or vacation leave which will not be until April2015. By then the will be saying I am late on their bill and will be suing me when I have been trying to return their equipments from day1 I knew they cannot install.Desired Settlement: Fios can either:1. Set up and schedule a pickup BY [redacted] and notify me ahead of time so I can have my mom waiting for the [redacted] drive or have it picked up after7:30pm;2.Have a FIOS technician pickup after 7:30pm

Business

Response:

The customer placed an order for FiOS services which Verizon did not install. However, the equipment for these services was mailed to the customer. As the order was canceled, Verizon requested for the equipment to be returned. As a result of the equipment not being returned within the 30 days of the request, the customer was billed unreturned equipment charges totaling $1250.49. Verizon has mailed the customer boxes to return the equipment. However, the customer stated that the return label was incorrect. We have advised the customer that the equipment can be taken to a [redacted] store and [redacted] will box the equipment and ship it at no cost to the customer. The customer stated that she cannot carry the equipment due to health issues. We have offered to pick-up the equipment but when attempting to contact the customer to schedule a time, the customer has not been available. Messages have been left and an email sent but there have not been any returned calls. A message has been left advising the customer that she can package the equipment in the boxes previously provided and contact [redacted] to come to her home to pick up the boxes. Most recently, we have again shipped boxes with return labels for the customer to return the equipment. As the customer has been unresponsive to all attempts to contact her, the charges will remain until the equipment is returned.

Review: I cancelled service for Fios at my home on Feb *, 2015, at the end of my two year contract due to problems I had with verizon. In june 2015, I received a letter from a collection agency saying my service was terminated on March **, 2015 and I owed 160.00 for service to that date, but my service was ended on Feb, *-I have spent many hours on the phone to Verizon and they admit that it was a mistake, and said they would 'buy back' the debt from the collection agency and would correct it. but I continue to get letters and phone calls to my home about this from the collection agency. I am tired of having to place calls and go through hoops to get a real person who knows what they are doing, only to have this continue. Suffice to say, this is not a company anyone would want to deal with, they are the worst.Desired Settlement: Fix this, they are wrong and they know they are, but are dragging their feet and will not correct this-copies of letters will soon go the the attorney general of the state of Pa, and if necessary I will sur for damages.

Business

Response:

On August *, 2015, our Billing representative spoke with [redacted] and explained he disconnected his service on February *, 2015. The January *, 2015 billing statement was paidin full. Out of service credit andprorated charges were issued for a credit balance of $48.20. [redacted] had his bank recall $209.00leaving for a balance of $160.80. Ourrepresentative sent a copy of his January bill for his review. [redacted] feels we should not have sent himto collections for a misunderstanding. Theaccount sent to Collections was not an error. In addition, per the customer's request, weremoved him from all Verizon solicitation. He had no further questions.

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.

Review: I am in a two-year verizon triple play contract since January 2013 for $79.99/month. In February 2014 I called Verizon to add the NBA channel. My bill increased by $15/month plus taxes. I also got additional channels like HBO. I was told I can cancel this addition any time and nothing else. Last Saturday, I cancelled the NBA channel and on Sunday morning, as expected, the NBA channel and HBO were no longer as expected. But, also gone are many more channels that I originally had in January 2013 through last Saturday such as the Showtime channels, the NFL channel, OWN, and some others. I have been emailing Verizon and someone named [redacted] was responding to me. The last email exchange when I finally got [redacted] to understand the above that I wasn't looking for anything I am not paying for; just a restoration of services before I added the NBA channel and I am told they will not do so. Please help.Desired Settlement: Restoration of the channels I originally had had I not ordered the NBA channel Such as Showtime, NFL, Own, etc. Thank you

Business

Response:

Verizon made multiple attempts to reach the customer who

failed to return all calls. A letter was mailed requesting a recall by 8/*/14

or the matter would be considered resolved and closed. There was no response from

the customer. Verizon cannot address this complaint without speaking to the

customer. They have been provided with a

[redacted] number to call to discuss the 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:

[Your Answer Here]

Still awaiting resolution from Verizon rep who finally returned my multiple voice mail messages, which the same rep admitted that does not ever get answered and she did not know what happened to my messages. Yet when I called same number two days ago to follow up, someone picked up the phone. This issue is not yet resolved so please keep complaint open. Thank you. Now the rep is saying she doesn't know how she can give me same channels unless Verizon charges me for them.

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 re-bundled the account in

order to provide the requested channels. The customer has been advised that

when her contract expires in January 2015, she should contact the company to

determine pricing at that time. The customer has been provided with a [redacted]’s

name and number for any further questions or concerns.

Review: I have had problems with my internet and home phones for 2 months we have called Verizon numerous times to fix the issue we had tech support out here twice ask them to credit account for 2 months we have not had internet or Home Phone service they were did not credit account billed me for bill refuse to pay till I receive two months credit for something we could not use now they threaten to turn our home phone and internet offDesired Settlement: Two months credit on bill for services we could not use

Business

Response:

Upon review of the customer's credit history, a credit of $13.00 was issued for 13 days of reported internet service issues. Verizon will not issue 2 months credits; as the trouble history does not warrant. Additionally, there are no reports of telephone service issues, as a result, credit will not be issued.

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: There have been numerous calls made to Verizon about the problem for 2 months home phone and internet net was not fix. They charged me for a repair man that has been here @ my president twice to fix the same problem that is still has not been fix. I feel 2 months credit for Internet services is fair. A credit of $100.00 is fair to solve this problem...

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

Sincerely,

Business

Response:

As a courtesy, Verizon issued an additional $25.00 for the customer's concerns. Verizon provided a detailed response via voicemail informing the customer of Verizon's out of service credit policy. Verizon provides out of service credit for documented trouble lasting 24 hours or longer.Upon Verizon's investigation, the customer filed trouble reports on January **, 2015 (no dispatch required), July **, 2015 (no dispatch required), January **, 2016 (technician dispatched service repaired January **, 2016), February *, 2016 (no dispatch required), February *, 2016 (no dispatch required), February *, 2016 (no dispatch required), and February **, 2016 (technician dispatched service repaired February **, 2016). Verizon issues credit for dispatched trouble with an out of service duration lasting longer than 24 hours. As a courtesy, the representative issued credit for the non-dispatch tickets as well, which gave the customer credit for the 13 days. No further credit will be issued for this issue. Verizon informed the customer his $100.00 credit request is denied.

Review: I recently received a Collection notice from Verizon...they are charging me $1, 436,78 without explanation for account no. [redacted] by a company named [redacted].

I am not longer associated with Verizon and I sent back all their equipment back 2 years ago.. I believe they are attempting based on their incompetence to collect.. I owe them nothing , in fact I have not received credit of overpayment from them due to me in the amount 95.00 which I have not been credited. for. ..I have little or no interest in their service..

When I first signed up with them, they made attempts not to provide me a visa card as adverstised for 300.00 dollars as mentioned in their commercial..I found their customer service to be extremely racist and discriminatory against me as a minority consumer..Desired Settlement: I am not responsible for paying their amount of 1,436,78 and I would appreciate being refunded for the amount that I should have been credited for...thank you!

Business

Response:

On April **, 2014 the customer spoke with a representative and rebundled the services. On May **, the customer disconnected the services. Payments were received in April & May; however there was a balance. The customer's account was credited for the pro-rated charges and there was a remaining balance. It was confirmed that the customer returned the equipment and the account was credited for the Unreturned Equipment Charges on August **, 2014. The customer did not qualify for the $300.00 Gift card as he was an existing customer. The account was recalled from the Outside Collection Agency . We spoke with the customer on March **, 2015 regarding the balance which the customer stated they will pay accordingly.

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: 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,

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.

Review: We entered into a 2 year contract with Verizon Fios on June*, 2013 with 3 Fios tv equipment for a monthly price of $112.41 for internet, phone and cable bundle services with a door sale representative from Verizon Fios. After waiting a couple of weeks and sitting through a no-show on Verizon installation, we finally had Verizon installed in our home, however, it was not the products requested nor at the price stated on the contract. On June [redacted] I finally was able to reach a customer relations specialist, [redacted], who stated Verizon Fios would honor the contract offered to me by their representative. She requested a copy of the contract, in which I immediately emailed to her. She stated her apologies for the trouble and difficulties I had with Verizon, said she would use the contract in training exercises with new Verizon representatives to avoid other new customers from the difficulties and hardships I had encountered. She also stated she did not have that actual type of promotion offered, however, would make necessary adjustments to get to the stated price of $112.41 but the closest she would get was $113.32. I stated that would be fine and confirmed this would be the honored contract price for 2 years and had a service technician come and install the correct equipment. All went well until in March of 2014 when our Verizon Fios billing statement increased to $168.80, yet we had made no changes to our contract nor services offered by Verizon. After we called and spoke with a representative our bill went down to $160.99 in April in which we called again and spoke with another representative and in May our billing statement went back down to $113.49, however did not receive credit for overpayment and only to have it go up again in June to $114.68. In July and August our statement went up to $148.04. Then to $143.56 in September and back up to $148.79 in October, November and December. Each month we have called Verizon Fios to get our billing statement corrected and to get credit for overpayment and each month, Verizon Fios apologizes and states they would check into it. Verizon Fios was stated it was because we had extra equipment and that’s why we were being charged extra. Even though our contract was for 3 different pieces of equipment, we went ahead and sent back one of the equipments in September and another piece of equipment in November, however, did not receive credit for the equipment nor did the bill decrease nor did we receive credit for any of the overpayments. Now Verizon Fios is stating that a promotion that was on our account expired on June 2014 and that’s why we see an increase in our bill. When we ask about our 2 year contract, they just reiterate one of the promotions expired in June and say nothing about honoring our contract. On December*, 2014 I spoke with a representative who stated they would have someone from call me to assist me with the issues I was having with Verizon and submitted a ticket to determine why the equipment we returned was not credited to our account, yet no one from Verizon has called us with a response to date. As of December**, 2014, we are still waiting for our overpayment credits and the contract we entered into to be honored. We have overpaid Verizon Fioz $233.71, we only have services on 1 of our televisions and are still being charged $148.79.$Desired Settlement: We would like a billing adjustment of $113.32 as per our contract until June of 2015. We would like the 2 additional equipment given back to us until June 2015. We would like a refund of overpayment of $233.71 as of December **,2014 and any additional overcharges there after that date to be given as credit on to the credit card Verizon Fios has listed on our account.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] toour office for review. We appreciatethis matter being brought to our attention. Our investigation concludes; [redacted] was receiving abundle discount of $5 that ended on June**, 2014 and a Multi-Room DVR discountthat ended on June**, 2014. Both of the discounts were promotional 12 monthcredits and listed on each statement indicating their expiration date. [redacted]’s monthly rate increased by approximately $25 after both promotional discountsexpired. Research confirmed that an email confirmation was sent to [redacted]itemizing all services and promotional discounts prior to installation June2013. A Verizon representative attempted, unsuccessfully, to reach[redacted] to discuss a resolution. Voice messages were left requesting hecontact us at the number referenced below. 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 have determined that my complaint has NOT been resolved because:

The information provided by [redacted] was only partially correct and didn't comply with my contract nor actions I requested. He did call 2 times and left messages. The 1st call he did not leave a call back phone number and he only waited 1 day after the 2nd call to send you a response the issue was closed. I called the very next day and spoke with [redacted] explaining my viewpoint of this matter. He has requested I fax him a copy of the original contract, which I have and he will review. He states there was a change in my service plan in February of last year, however, I didn't request a change nor authorize a change. This matter is not settled and he has only relayed partial information to you.Thank you.The [redacted]'s

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

Sincerely,

Business

Response:

After further review of the account Verizon has agreed to asa compromise and give the customer a credit of $364.24 which is the differencein the credit lost after the promotion ended for the DVR and bundle discountthat was only to last 12 months. This credit covers all fees and taxesassociated with losing a $30 credit times 12 months.

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 amount does not include the total amount from February 2014 through June 2015, in which we have been over charged and continue to be overcharged each month. Also, we are still lacking 2 pieces of equipments spelled out specifically in our contract. Also, their new "compromise" includes us paying more each month for less services. Not much of a "compromise" from the customers point-of-view with a signed contact, that was not changed by the customer.

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

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: 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 had a verizon fios contract at my old address that included high speed internet, TV and phone. I moved, and at my new address, they are unable to provide high speed internet, they offer DSL up to 7 mb, I need at least 50 for my work. Furthermore they don't provide TV services, I would have to go with [redacted], a stelite company. I told them if they offered Fios with the same services I had, or at least equivalent internet speed, and I went with another company, I would understand in that cirmustance why I would have to pay a termination fee. In my case, they don't offer equivalent services, yet they expect me to stay with them, sign up for an inferior product that doesn't meet my needs or pay $180.Desired Settlement: To not charge me the $180 terminiation fee.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate you bringing this matter to our attention. On June *, 2015, a Verizon representative spoke with [redacted] in regards to this inquiry. We advised that while fiber services are not available to his new address, Verizon does offer services with copper. We explained that if he keeps Verizon services that the early termination charge will be waived. [redacted] declined to accept any Verizon services as he has a bundle deal with another company. [redacted] is aware the early termination fee is billed correctly to his account. We trust this information will assist you in closing the complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above 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:

[Your Answer Here]

I still believe that their practice is unfair. It makes no sense for me to get a verizon copper line, TV from someone else and internet from a third company. The cost of such a scenario would be exorbitant. Since Verizon was unable to provide me with service that were equal to what I had at my old address, I believe it's not fair for them to charge me a termination fee.

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

Sincerely,

Business

Response:

The early termination fee is a valid fee billed for terminating services prior to meeting the commitment date. [redacted] was provided monthly discounted services for agreeing to keep them for the time frame of 24 months which was disrupted prior to fulfillment. All charges have been sustained. Although the customer is not satisfied with the resolution, Verizon does consider this matter as being resolved.

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 Her

As I explained multiple times, I would have happily continued my services with verizon if they offer what they did at my old address. They don't offer comprable TV or internet. For that reason, I feel that the issue is not resolved and I would like the Revdex.com to close this file as unresolved. Thank you

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

Sincerely,

Review: I am paying $95.54 /month for Fios Internet 75/75 MBPS

The router provided by Verizon is capable of only 2-3/5-10 MBPS

This is completely big scam and cheating customers without knowing.

I have been FIOS customer since 2002 after I moved to new home with this new router is not even giving speed of 2 MBPS.

Please help me / advise me how to sue this company for cheating customers like thisDesired Settlement: Please adjust my bill which you should not charge. I am supposed to pay only less than $50 for this kind of service.

Please refund my money

Business

Response:

[redacted] Thank you for referring the case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. According to our records; on 1/**/16 a new router was ordered and shipped to the customer. A Verizon representative contacted the customer on 2/*/16 to ensure service was working at the requested speeds. On February *, 2016; a courtesy credit was issued totaling $100.34. We successfully reached [redacted] to provide this information. The customer expressed satisfaction with this resolution. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing out this case for any inconvenience this may have caused the customer. Sincerely, Laurene R.SW Executive Relations

Review: I signed a contract to pay $89 per month for my services. Verizon keeps charging me $120+ every month. I need to call them every month to fix this otherwise I am charged the wrong rate. I have been dealing with this issue for 3+ months now and am told this issue will be fixed every time when I call but nothing happens.Desired Settlement: I would like to get free service for 3 months because I have to deal with this issue for 3+ months. I would like to have this issue corrected once and for all.

Business

Response:

[redacted] from Verizon’s Customer Service Center called and left a message for [redacted] regarding the billing on his account. She left a message advising that she had the $20 promotional discount added back to his account for 24 months. The prior 3 months that the customer did not receive the discount has been credited back to his account. [redacted] left her callback number for the customer to call with any further issues or concerns.

Verizon apologizes for the inconvenience and frustration this matter has caused.

Review: In July of 2014, I was having problems with my Verizon home telephone and FIOS services; I contacted Verizon Technical Support to request assistance due to someone trying to hack my personal computers and router for which tech support stated that I must purchase a hardware and software service package costing $250.00, but charged on my monthly bill $14.99 per month for a 2 year contract. The Customer Service Operator who sold me this plan was in disbelief that I should purchase the plan. I hesitated for a moment due to her reaction regarding the tech support plans details but confirmed the purchase anyway. Little that I know that the tech support representative would install and release a virus on my personal computer installing and releasing a virus that allowed the hacker(s) to hack into my Verizon router and personal computers stealing my personal and sensitive documents to include but not limited to bank account records, family genealogy records, family photos, credit accounts and letters, etc.

I have filed several complaints against Verizon Telecommunications & FIOS due to the violation of my privacy and allowing their technical support department to install and release a virus on my personal computers. Verizon has not acknowledge that this gross misconduct has occurred and has not offered any type of resolution to rectify the problem, only ensuring that I will NEVER use any of their services ever again. I first began my experience with Verizon when I was 15 years old opening my first telephone account under the old company name [redacted], changing to [redacted] and now Verizon Telecommunications. You would think that by my loyal patronage that Verizon would ensure the sanctity and security of my personal information and accounts. I also had cellular service with Verizon Wireless for which they changed my service plan without my knowledge and consent. I was grandfathered in for unlimited data when Verizon Wireless changed their service plan for unlimited data to charging for data usage. Now my Verizon Wireless bill is $900.00, due to this change without being notified that my data plan for unlimited data would change and that I will now be charged for data usage over 4 GB.

I have received several telephone bills from Verizon Telecommunications & FIOS services where someone has opened a telephone account under my name and address. I have contacted Verizon Billing and Customer Service departments several times regarding the closure of my residential phone and FIOS services dating back to August 2014 (see attached letter addressed to Verizon). Unknowingly, I recently made a payment on the fraudulent account. My correct Verizon telephone account number is, and should be currently closed showing last activity on the account in August 2014. I am constantly being sent bills from the fraudulent account for the months of September 2014, October 2014, November 2014, December 2014 and January 2015. I contacted Verizon Billing department on January**, 2015, speaking with several representatives. The first two representatives informed me that unless I knew the PIN number for the fraudulent account, they could not assist me. [redacted] was the first representative who stated that she could not assist me due to the fact that I did not know the PIN number on the fraudulent account and [redacted] was the second representative who stated the same thing but she transferred me to the Verizon Fraud department and I spoke with [redacted] who stated this is not a fraudulent account matter and I needed to speak with Billing. I was then connected with [redacted] who finally was able to assist me and verified my correct Verizon residential and FIOS account number as with a balance due of $268.53. I informed her that I made a payment of $110.17, which was made on fraudulent account. I am sending copies of the fraudulent bills and the receipt of payment made on the fraudulent account to Verizon Billing department to request that the payment be transferred to my correct account. I am sending this information to the [redacted] and the Revdex.com. I have also sent this letter along with the attachments of the fraudulent bills to Verizon requesting transfer of payment $110.17, with a letter of acknowledgement stating that the funds have been transferred to the correct account and that the account is closed and no further payment is due. I am also requesting that the fraudulent account, be closed out. I am sending supporting documents to be mailed to [redacted] within the next few days.

As a result of this my identity has been stolen and the hacker(s) have been trying to take over my bank accounts, credit accounts, utilities accounts and even my retirement and payroll accounts. They have successfully opened up fraudulent utility accounts in my name and address for which I am now receiving the bills. I have enclosed all related documentation regarding this issue.

I am requesting that all credit under my name and address be frozen and that a fraud alert be issued. I have contacted the credit bureaus regarding this matter.

Please forward to me a letter acknowledging receipt of this letter and the enclosed attachment with the name, address and telephone number of the case manager assigned to handle my complaint.

Thank you for your consideration and cooperation in this most important matter.Desired Settlement: Unknowingly, I recently made a payment on the fraudulent account. My correct Verizon telephone account number is, and should be currently closed showing last activity on the account in August 2014. I am constantly being sent bills from the fraudulent account for the months of September 2014, October 2014, November 2014, December 2014 and January 2015. I contacted Verizon Billing department on January**, 2015, speaking with several representatives. The first two representatives informed me that unless I knew the PIN number for the fraudulent account they could not assist me. [redacted] was the first representative who stated that she could not assist me due to the fact that I did not know the PIN number on the fraudulent account and [redacted] was the second representative who stated the same thing but she transferred me to the Verizon Fraud department and I spoke with [redacted] who stated this is not a fraudulent account matter and I needed to speak with Billing. I was then connected with [redacted] who finally was able to assist me and verified my correct Verizon residential and FIOS account number as , with a balance due of $268.53. I informed her that I made a payment of $110.17, which was made on fraudulent account . I am sending copies of the fraudulent bills and the receipt of payment made on the fraudulent account to Verizon Billing department to request that the payment be transferred to my correct account . I am sending this information to the [redacted] and the Revdex.com. I have also sent this letter along with the attachments of the fraudulent bills to Verizon requesting transfer of payment $110.17, with a letter of acknowledgement stating that the funds have been transferred to the correct account and that the account is closed and no further payment is due. I am also requesting that the fraudulent account , be closed out. I am sending supporting documents to be mailed to [redacted] within the next few days.

I want the fraudulent telephone account closed out.

Business

Response:

Verizon has reviewed [redacted]'s concerns. Verizon has determined the accounts are correct and no credits are warranted. Verizon was not successful in reaching [redacted] via telephone to discuss her concerns. Verizon has responded via letter and included contact information should she require further assistance.We trust this information will help to resolve [redacted]'s concerns.

Review: When signing up online, the program signed up offers 195 channels available to the consumer. Upon installation and activation the consumer finds out that there is less than 10% of the channels offered are actually available for the area. Both supervisors and employees have acknowledged this problem and that online does not reflect this situation and that they are aware they need to update this to make such a reflection. They are also taking advantage of the fact that on [redacted] the only services available are Verizon and no other. They are now telling me additionally that in order to access these channels I need to pay an additional 15 dollar a month plus additional taxes each month.Desired Settlement: I would like them to notify openly that this is what will happen and to allow billing to reflect accordingly. This is bait and switch and it needs to stop.

Business

Response:

A Verizon customer service representative discussed the issue with [redacted]. The concerns shared regarding the ordering site have been documented and referred to the appropriate team for review. Records show the service was upgraded to Preferred which provide the channel in questions. [redacted] confirmed that the issue was resolved. We apologize for the inconvenience that [redacted] experienced as a result of this matter.