Verizon Communications

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.

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: Approximately two-and-a-half weeks prior to today's date, I found the need to change services provided to me. When the account was first altered, the incorrect services were charged. I was not informed of this until ten days later when I received e-mail confirmation of the amounts to be charged to my account. I was then required to change my services again. This new service was to be installed at a new address approximately a week later. When the installation time window came, the service representatives did not make an appearance to do the installation. I was not contacted or notified. I was then forced to call the company again and reschedule. The time window for installation again came, and the service representatives did not. I again, was not contacted or notified. Upon calling the company yet again, I was informed that my account had been turned over to the "Engineering Department" and that I could not contact them or receive any answers as to the state of my account until the department called me. Having not been satisfied with this response, I called again and spoke to another representative. This time, I was told that services were indeed scheduled and that the service representatives would indeed be out to install this day. After the representative placed me on hold and called to confirm, I was then informed that my address is not "Fios-ready". This is the first time, in this two-and-a-half week process that I have been informed that my address was not properly equipped. After having spoken with dozens of representatives in this time frame, I find it indredible that I was not informed. My installation has now been pushed out another full week.

I find this kind of service completely unacceptable. As a student, it is not only inconvenient, but detrimental to my education that I am having to go without Internet connection for this long. I now have $400.00 tied up in deposits to the company, and no service to show for it.

Should this type of service continue, Verizon will assuredly be losing a customer.Desired Settlement: Installation ASAP, expedited refund of $250.00 deposit to closed account, and credit to billing account for the time I have been inconvenienced

Business

Response:

Verizon investigation found the customers service order to be ready for dispatch. The delay was caused by the previous tenant at APT B3 not contacting Verizon to disconnect service. To work around this issue the business office changed the SUBLOC to APT 3B and the order was assigned. There were always facilities. The business office was not able to contact the previous tenant to secure a disconnect. The order was referred to the Dispatch Manager for the soonest commitment date and was advised area has heavy work load soonest installation date available is 12/**/15. The Dispatch Manager advised she will ensure the order is covered on 12/**/15. 12/**/15 a technician was dispatched and completed order connecting service. On 12/**/15 Verizon Appeals representative spoke with the customer and verified the services were working. Verizon apologizes for any inconvenience. Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Review: Channels that available at previous location is no longer available at new location. We were not told before accepting the move and now I would like to be compensated for the late install of FiOS at my new location after the schedule time

spending 2 hours plus on the phone attempting to get my channels back and no longer available at new location.Desired Settlement: I would like to get all the channels that I lost that is now part of another package/ packages.

Business

Response:

Good afternoon, The channel in question, NFL Network, was included in the customers package as he had standalone HBO service, it should be noted that the charge for HBO was credited every month and still is. Customer began service with FiOS in November of 2014 and at the time it was included. However, as of 8/**/15, NFL Network is no longer included with Standalone HBO service. Bundle agreements are valid only for the location were service was installed, when the customer moved a new bundle agreement was required and the previous video package was not grandfathered as the service location had changed. Additionally, per the FiOS TV Terms of Service: 3. SERVICE CHANGES. Subject to applicable law, we reserve the right to change, rearrange, add, delete or otherwise modify the Service at any time, with or without prior notice to you, including changing, rearranging or otherwise modifying our Programming packages, the selections available in those packages, the Equipment, any Other Devices, and any other features, products and services that we offer. Verizon or its suppliers may, without notice or liability, restrict the use of any Services or limit its time of availability in order to perform maintenance activities and to maintain security. Due to the findings of our investigation, we will not be adding NFL network to the customers account. Customer will have to upgrade video package in order to do so. That is our final position.

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 Statement your quote is correct however, the request to Carlita of the cancellation dept was to move existing setup to the new location, she processed the order incorrectly. Please refer to the call recording to review and extend courtesy....(now part of your preferred HD package according to Joe on your chat supervisors). We had to spend over 8 hours on the phone with your customer service and tech support back and forth (again please refer to your call logs). Carlita also ordered the wrong boxes and asking me to return the HD Boxes, however the Tech that came to install 4 hours late and explained that the services and channels required the HD boxes. Also to the total cost of the package according to Carlita was 79.99 this also needs to be corrected.

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

Sincerely,

Business

Response:

The channel which [redacted] is concerned and is no longer receiving is the NFL Network. The NFL Network was previously included when a customer subscribed to HBO. As of August **, 2015, the NFL Network is no longer included with the HBO subscription. It now has to be subscribed to separately at an additional cost to the customer. However, customers who subscribed to HBO prior to August **, 2015, have the NFL Network grandfathered with the HBO subscription barring no changes to services or bundle plans or the moving of services to another location. [redacted] both moved and changed his bundle and therefore is no longer eligible to receive the NFL Network as part of the HBO subscription. This has been explained to Pradeep Nair on multiple occasions by both Verizon representatives and managers. However, [redacted] continues to disagree with the policy and is not satisfied. In addition, any other channels that the customer is not receiving is a result of the channels being moved to a different tier of TV service, not an incorrectly processed order as the customer makes reference. Again, any channels that the customer continued to receive at his previous address that were removed from his former tier of TV service but were grandfathered into the existing service at that time, would be removed once the customer moves to a new location.

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:

Again I requested a transfer if you look at my bill the HBO was renewed prior to August, so therefore should all be included with my equipment I walked over per Carlita. I am asking you to pull the call records, if you have questions call me.

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

Sincerely,

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: My problem is my account was billed a $113.89 instead of $14.99 for Verizon World Plan of 300 minutes. I have the bill before me and I'm in the required permitted minutes usage.

At no point did this company indicated that to me that I have or soon will exceed those allotted minutes. Which is totally unacceptable and unfair to me as a consumer. I have reached out to the company several times and no one can provide me with a straight answer that makes sense. They keep transferring me to different departments that simple don't have an answer.Desired Settlement: I would like my credit card to be credited cause I have auto bill pay set up. This is my second month with Verizon and if they are not going credit my account I'm prepared to switch and cancel my services. This is extremely unreasonable and unfair.

Business

Response:

Verizon contacted the customer and explained how to check her

long distance plan usage to make sure she doesn’t exceed her allowance. A courtesy

credit of $98.90 was issued to the account because the customer incorrectly

thought that Verizon would automatically notify her when she exceeded her

allowance. The customer is satisfied.

Review: Verizon is charging us $99 for a pay per view that we never ordered. When we called to inform them of this problem, we were told we would not have to pay for it. When the bill came the charge was still there. When we called again they told us that we have to pay for it and that we should have a receipt for it that was emailed to us and we can look it up on our pay per view history. The pay per view history is blank and we never received an email. When we called a third time they said we ordered it and they sent an email. So when I asked to speak to a [redacted] they told me that one would get back to me in 24 hours since one was not physically there to assist me.Desired Settlement: To take the $99 charge off of my account.

Business

Response:

Companyrecords reflect that the customer’s May **, 2015 bill, page 3, reflectsone-time activity of Boxing Mayweather vs Pacquiao HD 6:00 PM for $99.99. The customer has disputed ordering thisevent/show and denied the charges. Today, June **, 2015, [redacted] again contacted Verizon to contest thecharge. The Verizon representativeadvised [redacted] that our records reflect the event was ordered via InteractiveMedia Guide which is the Remote Control. The representative nevertheless issued a one-time courtesy of $112.62. The representative also suggested setting upparental control PIN to avoid future mishaps and an electronic email forparental control instructions was sent to the customer today, June **,2015. Tell us why here...

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: I been verizon customer for more than 17 yrs , I have a bundle service of internet and land phone . today I have called Verizon to transfer the service to my new home , after 15 minutes with a representative he said verizon has no service in my new home address and he gonna transfer me to customer service to cancel my account. after 5-10 minutes waiting he said that his system was down and is gonna be better if I call the custumer service #.

Ok, I did call and talked to Lisa ID # [redacted] in between waiting and talking for 40 minutes , saying the same ( we no served in that address ) but she said they have verizon wireless in the area and can give me an extension to have land home . to what I said no, I need internet mostly. so she said they do not service fios in this area. when I ask her to cancel my account , she said it is ok ,but you have to pay $ 90 because I have a contract active for 9 more month. and Verizon policy said that. Then I spoke to her supervisor [redacted] and she said the same.

I think this is completely unfair , because it is not my fault if they can not give me fios services but ,yes phone service. I have a contract for a bundle service, so I want both services or ,if not cancel the account with no any charge on me.

###-###-####( verizon land line )Desired Settlement: Verizon should recognize they are wrong. and cancel my account without any charge.

If it is not verizon policy is kind of fraud.

Business

Response:

I called and spoke with [redacted], acknowledged the complaint and verified he spoke with a representative earlier today who agreed to waive the Early Termination Fee (ETF) as a courtesy. I explained that while the charge was valid because he was receiving a discounted rate for service based on the contract commitment the $90.00 ETF has been waived. [redacted] verified that he was in need of no further assistance.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Consumer

Response:

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

Sincerely,

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,

Review: I have had tremendous issues trying to clear billing issues with Verizon. I have called at least 6 times in addition to using the online communicator service trying to resolve these issues. I moved from another location within the same zip code, and I moved 3 boxes as was instructed by Verizon. Since I was moving alone, I was going to return 2 boxes and keep only 1 with the minimum cable package. The 2 boxes were sent back via their provided boxes and Verizon was delayed in crediting my account even after receipt. They charged my account $350 per box and it was accumulating high taxes and fees. This took many calls and months to resolve. Representatives would tell me if would be taken care of and raised to their supervisor but I never received a call back as promised and the issue was not resolved. One box was credited back sooner than the other. I have $102 of fees on my account that were due solely to taxes and fees associated with the charged from the box on my account that was not removed in a timely manner. I want the overdue charged to be removed. I pay my bill for the charges issued every month on time. Please help resolve this billing issue. I am very frustrated it is taking approximately 1 year to address and every time I talk to a service rep they say they will help resolve it but then nothing happens. Thank you.Desired Settlement: $102 overdue charges should be removed from my account.

Business

Response:

The company has made 3 attempts to reach the customer to discuss her concerns: 6/*/15, 6/**/15, and 6/**/15. The company has been unable to reach the customer, however the customer has been provided direct contact information should she wish to discuss her concerns.

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.

Review: I have been having an ongoing billing/contract/payment issue with Verizon. In July of 2015, I formerly changed the name on my account because I was told I had to. My deceased husband's name was previously on the account. When switching, Verizon informed me that nothing would change (I would be charged the same amount, would not have to start a new contract etc.). I was worried about something changing but Verizon assured me that everything would stay the same. Since August of 2015, I have been paying approximately $50.00 more each month. When trying to communicate with Verizon on multiple occasions, they inform me that due to the "account change" the prices/promotions at the time of the switch was $50.00 more than what we were previously paying. I feel as if this Verizon was very unclear when originally communicating with me. Verizon has communicated that there is nothing they can do. I am now in a new contract being charged $50.00 more just for switching my name into an old account (which I was perviously informed nothing would change). Verizon also notified me that we have upgraded to the premium sports package which is also inaccurate.Desired Settlement: Ideally, I would ask that Verizon readjust my bill to what I was paying prior to August of 2015 and reimburse me for the additional $50.00 I have been paying for the previous 3 months.

Business

Response:

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

[redacted] and explained the service that was in her husband’s name was

originally set up in August 2013 and he had a bundle rate of $104.99 which

expired on August 2, 2015. This increased

the bundle rate up to $139.99. When [redacted] changed service into her name on August **, 2015, we were able to get

her into a bundle rate of $129.99 which is $10.00 less than if the service was

still in her husband's name. Our

representative added an additional $4.99 discount for 12 months. [redacted] now understands the billing and

had no further concerns.

Review: Claim that I did not return my equipment, being charged for them and refusal to issue payment for the remaining unused service.

I have switched provider from Verizon Fios to [redacted]. The installer put on the side all the components to be returned. The next morning, my wife went to the [redacted] Store and returned all the equipment. At the [redacted] Store, the person in charge, scanned every item before packing it. This person, advised my wife that he performed the procedure of returning the items many times and they should be no problems.I have received a negative bill from Verizon for the amount of days not used during this month because of the conversion on account # [redacted]. I have received numerous phone calls from Verizon advising me that I have not returned the equipment due them. I have responded that I have already returned all the equipment via the [redacted] Store and every item was scanned accordingly. Last week, I received a bill from Verizon advising me that because my equipment was not returned, I owe them $ 99.99. I have called Verizon the next day. I was switched to at least five (5) different agents. I explained my situation to each of them. I asked if they can gave me an email address, I would scan the receipt and email the receipt as proof of my return of the equipment. They claimed, that Verizon is not equipped to receive emails of that sort. There is nothing they can help me with until I return the equipment.

Please understand, that I am not a young person who is not responsible. There is nothing that I am accomplishing by holding or not returning the equipment. I need your help in getting my $ 58.75 from Verizon and stop their harassment. which is very annoying because their phone calls, happen during any convenient time.

For your information, the reference # from the [redacted] Stor is [redacted].Desired Settlement: All I am requesting is to get my money back for the balance of the month that was not used which is $ 58.75 and stopping the harassment for not returning the equipment.

Thank you for all your help.

Business

Response:

Please be advised, Verizon has confirmed that all equipment has been received. As of 5/**/15 Verizon has requested to have the router fee adjusted. Total requested was $106.99. Verizon has agreed to follow up with the consumer to ensure credit posts to the account. Verizon apologizes for any inconvenience caused surrounding this matter.

Review: Monthly bill has been incorrect 18 consecutive months after several phone calls each month notifying Verizon of the errors.

I subscribe to Verizon's triple play and when my first contract expired I renewed my contract for 2 additional years and was quoted $139 per month for the plan. The next month my bill reflected $159 for the plan so I called Verizon and they credited me the $20 difference since they had a record of the quote that the representative quoted in September 2013. Every month through April 2015, I have called and indicated that my bill is still reflecting $159 for the triple play each month and each month I call they make an adjustment only after I call and indicate of the over billing issue. I was promised numerous times that this would be corrected only to be billed $159 for each of the 18 consecutive months @ $159. I spoke with a representative on April **, 2015 that would apply a promotion for $15 that would reduce the bill but he was unable to apply the other $15 promotion that would reduce my bill to a rate at or below the contracted agreed rate. I was informed that to get the additional $15 each month for an additional year I would need to call each month after the bill was issued for Verizon to apply the credit to my bill.

I communicated to the Verizon rep that I have notified you 18 consecutive months that my bill was incorrect and they have refused to take any successful corrective action that eliminate the over billing issue other than to have the customer call requesting a credit for the over billing. I then inquired that if I didn't call for a credit would this be applied automatically and the answer was no. I then asked that since I have notified you for 18 months, why hasn't anyone looked into some corrective action to discontinue this over billing issue.

So I have been diligent in reviewing my bill, however this practice seems deceptive as anyone who doesn't review their bill or take the time to call for an adjustment would continue to be over billed. I feel that after 18 months of complaints with no resolution, that another agency should be contacted to investigate their practices as there may be some billing infractions that need some corrective action and it may be much more widespread than my particular instance. And based on the responses that I have received as they can't change a billing code to reflect the correct contract that a customer has agreed to may be a passive way to deceive customers or intentionally over bill their contracted agreement rates.Desired Settlement: I want my bill to reflect the correct agreed contracted rate. I shouldn't have to call each month to request a credit for over billed amounts to arrive at the agreed contract amount each month. Also I shouldn't have to call each month and if I don't call no adjustment will be credited. So in short, if I don't take an active roll each month to request a reduction of my monthly over billed statement, I will be charged the excess amount and if I don't remit the fully billed amount, I will be subjec

Business

Response:

The customer rebundled their package in September 2013 and there was a $5.00 bundle discount for 24 months. The representative included a $20.00 discount from the previous contract which was due to expire in October 2013. The representative issued one time credits of $497.98 which includes tax for the $20.00 discount for the 24 months and $83.56 including tax for credits totaling $581.54.

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:

Although credits have been applied, they were only applied after I called in each of the 18 months that I was overbilled. If I hadn't of called there would have not been an adjustment and although the representative incorrectly bundled the package, it is what I was quoted for the 24 month contract and Verizon should have honored that and not forced the customer to have to contact them monthly to receive the adjustment. It is also a mystery to me that this could not be corrected in the billing system. I was told in multiple months that this would be escalated and in all 18 months no one was able to correct the billing. The end result is that now they will process a credit in advance to reduce my bill to reflect what I was quoted. So hopefully the bill will reflect the correct amount, however if behooves me why Verizon cannot update their billing system to reflect the terms of the contract agreement.

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

Sincerely,

Business

Response:

Upon receipt of this rebuttal we spoke with [redacted] and he confirmed he is satisfied with the resolution

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: 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]

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.

Review: I did not know where this should go directly. so this was my only option. for the past 2 years I have been at a residence where verizon is the provider of the landline and internet, I have had nothing but problems. I call customer service and they refuse to help, with always telling me to do the same thing to fix the problem, as if it is on my end. I ask them to send someone out to fix this problem and they wont. recently the whole neighborhood has had trouble, I have also noticed verizon trucks everywhere, with workers doing nothing but sitting in them. our internet and phone service has been nothing but a disservice for 2 years. one time someone came to fix the lines, he said the wiring was a mess. he worked until dark and said he would return when we call verizon again. I have called several times since then and cannot get anyone here to finish. I once asked for a manager and was told by the manager to get service elsewhere. our service works when it wants to and has taken me 4 times as it is to try and get this form filled out. I usually dont think to write this when I am away from home and/or near a computer. all I want is for someone to come and make my service work. also I have taken multiple days off of work waiting for a repair to show up who never does. it is beyond acceptable. this is not the simple idea of just switch to a different company, this company should not operate this way. I have never had to contact Revdex.com before(except the other attempts about verizon). it is impossible to explain how difficult it is to deal with the service I am not provided with from verizon. they have, on record, how many times I have called, asking for help. and I never get help, sometimes a quick fix but its not right. it is aweful and hard to be dependable via internet or phone when the service works when it wants.Desired Settlement: I want my service to work. to function as it should. I know it is an outside issue with how the wires are attached to my house, one of verizons' employees told me. now I want them to fix it. I should not have to play to have someone service their mess. they ignore it and me, and have allowed this problem to get as bad as it is. I just want it fixed so that my service I pay for, works.

Business

Response:

This was closed and completed on 12/**/14. The sheath was repaired. The customer's internet service is working correctly now. Case closed.

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,