Verizon Communications

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 have contacted Verizon multiple times a technician has not shown up for the appointment they gave me twice and they keep on giving me the runaround when I asked when would a technician come to start my service I understand that Verizon technicians are on strike but verizon makes millions of dollars off of their customers every year and they are treating their customers unfair when they are trying to even give them the advantage and go with them instead of [redacted] I am highly upset about thisDesired Settlement: I would like a technician to come out on a day that they make the appointment to start my service I also would like for Verizon to adjust my upcoming bill for this unfair circumstances

Business

Response:

Please be advised Verizon has tried to make contact with [redacted] several times with no success. Verizon installed [redacted] services on May **, 2016

Review: 2 months ago I had a problem with my internet service. My internet service provider is verizon dsl. I use them only because it is the only internet offered in my area. My service wasn't working from the start of my service period. So I called them at least 10 times for intermittent service. They then proceeded to send techs to my house repeatedly for repair tickets in which I had to waste 10 days of my time to wait for them to arrive to do absolutely nothing to fix the issue and then tell me that the problem was fixed. To this day the problem is not resolved. I am currently on the phone for the eleventh time to resolve the issue but probably to no avail. The account is in my wife's name under Barbara Penniman. We pay 50 dollars a month for this service that doesn't even work properly and they have yet to resolve the problem.Desired Settlement: All I want is for them to do whatever it takes to fix the issue. They say the are the most reliable network in america. To me this is a false advertisement because my at&t cell phone internet is faster and is more reliable. If the problem keeps going unresolved I will press for a lawsuit for false advertisement.

Business

Response:

The company made repairs in the central office to address the customer’s internet issues. As of 5/**/16, the customer advised they saw internet improvement. The company continued to monitor the service and messages were left on 5/**/16 and again on 6/*/16 to verify resolution. The customer has been provided contact information for additional concerns.

I'm concerned about the on going practices of ISP's like Verizon. My internet bill has gone up every month for the past 3 or 4 months and I have not changed my services. In fact, I have called or chatted in each time after I receive my statement, and the individuals I have spoken to supposedly addressed the issue and confirmed I had a guarantee/price lock on that price and I would not experience any more increases during that period. Yet, each month my bill goes up. Even on this point though, I've been told that I had a 3 year lock, no lock at all, and a 1 year lock. I called in in 7/**/15 and the woman told me I had a 3 year lock at $49.99 and that the $10 discount would be good for a year. However, Verizon claims they have no records of that, etc.. They are very deceptive and misleading. They refer to the bill as if it is the inerrant authority. My past few statements from June it went from $42.23 to $59.28 in July, then it dropped to $52.27 in August after having taken care of it, and then now it is $67.71 in September. I have received comments like "Well, it's on the bill," etc.. But there is no explanation to the increases in those charges or the addition of other charges. Instead, they increase or add it, and essentially say "Well, there it is on the bill, so it is what it is." I’ve been told “You can’t call in every time your price increases.” This is an absurd statement that slightly reveals their intentions and business practice. I can call in if my prices keep going up, and especially without any valid justification. However, there is nothing we can do because who do we appeal to? Aside from these past few months, I get a notice at least once, if not twice a year from Verizon stating my prices are increasing. This is beyond absurd. Myself, and so many others (just take a look at their social media platforms as I don't think many of them are aware of how to reach out and protect themselves other than that) are being taken advantage of. There is no regulation here and it is a very dangerous thing. The lack of regulation and those dangers are further compounded by the fact that an oligopoly has been created. Couple no regulation with an oligopoly and these ISP's are essentially doing whatever they want, and there is no one there to protect the consumers. Times are hard enough as they are. We don’t need another bully in the political/financial arena. Like any other utility (electric or water), there would be an outcry if prices were going up like this. What these companies are allowed to do ultimately hurts the people, and our nation. It affects, the economy, public health, and overall well-being as these ISP's take money from citizens who are already hurting enough. The only reason my bill isn’t outrageous is because I monitor my bill and fight against these price hikes. Thus, my bill has gone much more slowly. However, I know not everyone does this as people naturally don’t want to have to waste their time watching their bills and confronting these issues. It is frustrating, unpleasant, and unnecessary. I read about numerous others online and their social media outlets who are even more taken advantage of. Please help us. For other consumers, I would recommend reaching out to the Federal Communication Commission, Federal Trade Commission, your state's Public Utility Commission, your attorney general, State Representatives, the Consumer Financial Protection Bureau, and notify others who you know or see struggling with the same practices.

It's been a nightmare setting up a new service address for my mom. I've been a Verizon customer in Pomona for 2 years, and it's been great, but ordering service for a different address is a clown show. First, when I tried doing it online (maybe I found a bug, who knows) I continued with a saved cart # and tried doing it late at night. The loader got stuck after I hit "Submit Order" so I wasn't sure if it went through. Well, my credit card got charged for the "Verizon Deposit" as listed on the charge, so I assumed it did. Well it didn't. I had to call twice for someone to tell me the order never went through and they couldn't find any link to the charge on my credit card. So I placed another order (yes, now I have 2 deposits on my card, somewhere in their system they obviously think everyone is rich and your money isn't worth tracking), and NOW when I check the status of the order using the order # and zip code, it says "your order is on hold, please call Verizon", but when I called them and wasted another 10 min of my life, they said it's going through and I should be getting the equipment for self-setup in a day or 2. Also, I asked about the 2nd deposit and they said I don't have an account until I set up the equipment, and they can't track the deposit until I do. Talked to their order department who takes care of the order status and their "finance" department who takes care of all the charges.

Another NEGATIVE review! Even as I am on the phone with them. They just don't care. That must be the reason for 76 (now 77) negative reviews out of 80! A bad customer service dept. and a bad company can't hide behind a bogus Revdex.com rating. Search "Verizon customer service reviews" online. Still on hold and a rep that stonewalled me. Refused to give credit for a device that was turned in to them but they still charged me for.

Review: When we bought the business we have changed our internet and phone provider from verizon to another service provider back in august. We contacted them at that time and requested them to stop the services (as we were porting the numbers) and asked them to close the account that was under former owners name. After everything was completed we did not hear anything from verizon and we assumed everything was taken care of. Than we received bill for internet services so we called them again and explained EVERYTHING to representative on the phone that we closed the account and NO SERVICE should continue from Verizon. He apologized and said will take care of everything and issue refund if any. We received a credit bill with refund check and we assumed that it should be now done and over with as we did not receive any communication from verizon. Again on 12/**/13 we received a notice from collection agency on behalf of verizon. We contacted verizon again on 12/**/20133 asking for explanation and help. We spoke to [redacted] at NY Business office on 12/**/2013 at around 4:50 PM and he apologized for the issue and promised us that it will be taken care of. He also informed that that was one phone line left on or something and by mistake it was not closed. He said he put the notation in account regarding the account is already closed and no payment is due. He also assured that verizon will contact the collection agency and will take care of the issue. Again we assumed that issue was done and over with and everything related to our account was closed. AGAIN on 12/**/14 we received a bill from nowhere (without any communication for alll the time) that we have payment due of $401.13. Feeling so frustrated We again contacted Verizon on 12/**/13 at 2:30 PM and spoke to [redacted] (one of the rep from Verizon). We explained the issue and all the bills and communication that was done in Past. She mentioned that [redacted] is from a third line that was not closed (the line anyway was not working even for the previous owner and verizon could not fix it anyway). I offered her that if anything due before the august (before we close the account) I can definitely take care of it but she said there is nothing due from before its just that different services had different account number and not everything was discontinued hence you are seeing charges but everything should have been discontinued together when requested. I explained her everything again and requested her to close any and everything related to the address and account. We informed her that we do not have anything to do with Verizon and will never have and it is going to the point where it is becoming like harassment because we changed to another service provider. She apologized and assured me that issue will be taken care of. I should just disregard the bill and not worry about it. I again specifically requested her to check and close any and all services provided by verizon at the address doesn't matter if its under new corporation or old. She assured me she checked and everything is taken care of and we will not see any bill or any issue from verizon again. But now harassment continues we just received a email from collection agency (different than previous) with totally different amount and the bill that was never communicated by verzion or by any rep on previous communications when we contacted Verizon. Now we really feel it is like being harassed for choosing different service provider and its like punishment for that. I hope Revdex.com helps with the issue as there is no point of contacting verizon again to resolve the issue. The practice is not fair and ethical as it feels like retaliation for choosing different provider as they just never communicated properly or resolved the issue even after so many requests but just sending the notice from collection agency.Desired Settlement: verizon should close the account and all services related to address and stop or reverse any charge that was billed and adjust the account.

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. Thank you for everything you do for consumers.

Sincerely,

Review: When I first became a Verizon Fios client, I received an excellent rate. My monthly costs were under $140 a month. After years of being a customer, my monthly costs for the exact same services have skyrocketed by approximately $60 a month. In July, I spoke online with a Verizon agent and he sold me a new package with slightly lower costs. I received an email estimating my new costs to be $185 a month (I learned today that amount was grossly underestimated and that my monthly bill will be closer to $197; not a savings at all). However, I just received an email this morning saying I owe them $432.82 (my last payment was made on July ** and was for $202.52).

What this boils down to is Verizon agents lied to me in order to make a sale, and the rates I was told I would be paying versus what they are billing do not match up in the least.Desired Settlement: I want all overlapping charges removed from my bill and I want my monthly bill to actually be the cost I was quoted, and not some estimated number that is significantly higher per month. How can these business practices be legal?

Consumer

Response:

I am writing in reference to complaint ID [redacted], which I filed yesterday. I spoke with a third Verizon agent after filing my complaint with the Revdex.com and she told me she should be able to credit my account, as long as she received permission from her supervisor. I am hoping this will be taken care of on Verizon's end without the Revdex.com having to get involved further. I will be in touch should the credits I was promised not come through.

Thanks,

Review: We renewed a 2 yr contract in Sept. with Fios for the same service we had the first two years. I was mailed the renewal contract prices that I agreed to. My first bill was much higher because they said it took a month for the new contract to take effect. I paid it. This month they are charging me more for the multi-room DVR Package - 3 rm. The first customer service rep said she saw what they did, but she couldn't help me Someone would call me back within 24-48 hrs. No one did. The next rep said they can change the price of the equipment anytime they want to and they might not have notified me that they were putting the price up one month after I renewed. That renewal price was lower than what I am being charged. I would like Fios to be held more accountable for what they offer and what they charge, as I know I'm not the only one they are doing this to. I want my monthly payment for the two years to be $177.27 like I was told and I signed up for.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my monthly payment to be $177.27 - the price we agree to - the price I have on paper in front of me.

Business

Response:

On November *, 2014, Verizon Appeals Billing representative spoke with [redacted] and advised the equipment price was corrected on November *, 2014, back to $39.99. The November *, 2014, bill reflected the corrected price. The representative explained an adjustment processed $3.79 on November *, 2014, and $4.44 on October **, 2014. Also adjusted was $12.29 for the September *, 2014, bill. The customer was told the full contract discount of $15.00 expired in September and the $10.00 expired in August. [redacted] had no other concerns.

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: A REPRESENTATIVE FROM VERIZON BY THE NAME OF [redacted] CAME TO MY RESIDENCE AND OFFER ME THE VERIZON TRIPLE LAY SERVICES AND I WAS TOLD IF I SIGN UP FOR A 2 YEAR CONTRACT AGREEMENT ONE OF THE GIVE AWAY PROMOTION THEY WERE OFFERING WAS A TABLET AT NO CHARGE AND THAT I WILL GET THE COUPON IN THE MAIL TO CLAIM IT. WHEN I WENT TO THE VERIZON STORE TO CLAIM THE TABLET I WAS TOLD I NEEDED TO SIGN ANOTHER 2 YEAR CONTRACT AND PAY A MONTHLY FEE TO CLAIM TO FREE TABLET WHEN I WAS TOLD BY THE VERIZON REPRESENTITIVE THAT I WAS NOT GOING TO PAY ANYTHING NOR SIGN ANY CONTRACT AGREEMENT TO GET THE FREE TABLET. THAT DAY THAT I WAS OFFER THIS TABLET I SPECIFICKLY ASKED IF I WAS GOING TO PAY ANY FEE TO OBTAIN THE TABLET AND WAS TOLD THAT I WAS NOT GOING TO PAY ANYTHING. I EVEN CALLED VERIZON [redacted] NUMBER AND THEY COULN'T HELP ME. I WILL LIKE TO GET THE TABLET AT NO COST OR NO CONTRACT LIKE I WAS TOLD WHEN I SIGN UP FOR THE FIOS TRIPLE PLAY.Desired Settlement: I WILL LIKE TO GET THE FREE TABLET JUST LIKE I WAS TOLD WHEN I SIGNED UP FOR THE VERIZON TRIPLE PLAY.

Business

Response:

Records show that the terms of the promotional offer of receiving a LG tablet or $150.00 off any tablet from Verizon Wireless were communicated with the customer via direct contact with the vendor and via an order confirmation email sent to the customer which indicated the following: Your FiOS purchase or Quantum speed upgrade makes you eligible to receive a LG G pad or up to $150 off any tablet from Verizon Wireless. New 2-yr Verizon Wireless activation required. Watch for your certificate and instructions on how to redeem once your FiOS service is installed or upgraded. Must install/upgrade by 02/**/15 to be eligible. If the customer chooses a LG tablet, the tablet itself is free but to receive the tablet a 2-yr Verizon Wireless agreement must be activated. Attempts to contact the customer to discuss his concerns have been unsuccessful.

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]A Verizon Sales representative came over my house and he specifickly told me there was no charge or contract to redeem the tablet, I could just claim the $150 tablet. With that said I didn't even pay attention to the email because I was told this in person.

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

Sincerely,

Business

Response:

The resolution to this case has not changed. The customer was provided an emailconfirmation stating “Your FiOS purchase or Quantum speed upgrade makes youeligible to receive a LG G pad or up to $150 off any tablet from VerizonWireless. "New 2-yr Verizon Wireless activation required." The previous resolution was as follows: Records show that the terms of the promotional offer ofreceiving a LG tablet or $150.00 off any tablet from Verizon Wireless werecommunicated with the customer via direct contact with the vendor and via anorder confirmation email sent to the customer which indicated the following:Your FiOS purchase or Quantum speed upgrade makes you eligible to receive a LGG pad or up to $150 off any tablet from Verizon Wireless. New 2-yr VerizonWireless activation required. Watch for your certificate and instructions onhow to redeem once your FiOS service is installed or upgraded. Must install/upgrade by 02/**/15 to beeligible. If the customer chooses a LGtablet, the tablet itself is free but to receive the tablet a 2-yr VerizonWireless agreement must be activated.

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 will let it go as is but just want Verizon to know what their sales reps are doing is wrong by hiding information and lying to new customers despite the fact that they send an email out with the correct information but once a customer is being told something in person almost 90% do not detail read all the information Verizon sends on emails.Sincerely,

Review: I am trying to get my husband's name removed from my verizon landline and internet account. They told me I had to make a new account. I have been trying for two weeks now. It was supposed to take place today. Just found out that they turned off my house phone, and internet and cancelled my accounts. I was bounced around to about 12 different people none of which knew what they were doing. I got told to be quiet by a supervisor who transferred me to tech support (why would I need tech support it is a billing issue. Tech support sent me back to billing which now was closed. Called next day and was told everything would be fixed today and now I have no home phone and no internet. Called today said the new account was not handle right and someone would call me back. (not going to hold my breath on that one) So I have no internet and not house phone. It is bad enough that my husband died but they have put me though hell. All they had to do was remove his name, my name was on the bill that came out too. I understand they do this to everyone. Can you help me get my phone and internet back. I have really good credit so that is not a problem my credit school is in the [redacted]'s.Desired Settlement: I want my phone and internet back and I want them to change there way of handling accounts where your spouse dies. It is very upsetting.

Business

Response:

I spoke with the customer on February**, 2015, apologized for the inconvenience and advised her issue was referred to the appropriate department to investigated. On February**, our representative checked and advised an order was issued transferring the service and adding High Speed Internet services. After the orders completed, our Verizon Technical Support Staff enable the High Speed Internet service. It was confirmed with the customer that they were on-line and getting their emails. I spoke with the customer as a follow up, apologized and advised it should have been explained there would be a temporary loss of service due to the transfer. The customer will call when the bill is received to confirm the charges are correct. She has my contact information.

Consumer

Response:

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

Sincerely,

Review: I cancelled by Verizon FIOS home service back in September 2014. I contacted Verizon because I have been asked to move for the government and was told that I would need to use the boxes they would send me and return all of my issued equipment, pay my last bill, and then would be issued a refund of whatever is left on my account sometime in January 2015 (2 full billing cycles after my final bill). I returned my issued equipment in September 2014 with no issues. As of ** March, I still have a refund of $123. It is now March 2015 and I've contacted Verizon customer service four times and with no luck have been told that my refund is going to issued at the end of each weeks phone calls. My most recent phone call was with [redacted] from Verizon's [redacted] Finance Office (who was unable to get an employe ID number), who said that this was the first time a notice has been placed into their system for a request of a refund. I keep asking to speak with a supervisor, but I keep getting the run around and told no supervisor is available. It's been nearly 6 months and I still have yet to receive my refund of $123. At this point, I'm at a loss of what I can do next. I believe a civil lawsuit is my only hope. I keep contacting Verizon and I keep getting the same answers. I know that if I owed them money then I would be charged a huge late fee if I was late on my payment, yet they are able to hold my refund for 6 months without any issues. Doesn't seem right to me! Thank you in advance for helping me and my family!Desired Settlement: I would like an apology from their customer and finance service departments on how they treated me and ignored my request to close my account and issue me a refund check of the monies owed. I would like a refund check to be sent as soon as possible.

Consumer

Response:

The business has resolved my issue in reference to complaint ID [redacted], I find that this resolution is satisfactory to me and the matter has can be closed. Thank you for your assistance.

Sincerely,

Review: I changed TV service within my TV/Internet/Phone package and was quoted a monthly price of 115.47$ and for April [redacted] an amount of 130.61$ due to partial charges from previous months. That was the pricing presented to me online and confirmed in an email.

The bill received with date April [redacted] 2015 is now 184.44$ and the following monthly charges are supposed to be 164.46$.

I called Verizon twice and they reject to honor the quoted price claiming a computer glitch. The Verizon representatives needed about an hour to understand the bill they sent me. If Verizon's systems are confused by their convoluted billing so that in the end the math does not come out right on their end it should not be my responsibility.Desired Settlement: I want Verizon to honor the final monthly charge quoted online and confirmed via email. That means adjust the April [redacted] 2015 bill to the quoted 130.61$ and all following monthly bills through the end of the remaining contract period at the quoted 115.47$.

Business

Response:

Our investigation determined the customer was in a bundlewhich included a monthly credit of $48.99 for the TV which expired on 11/**/16and a $20 credit for the data which expired on 11/**/17. The customer renegotiated this bundle agreeing to $119.99bundle (FDV Triple Preferred HD) which included a $25 monthly credit. The service also includes 2 set-top boxes @$15.98 and Verizon World Plan 300 for $10 ($14.99 - $4.99) for a total of$145.97 before the taxes and surcharges. The confirmation email sent to the customer carried over thecredits being applied to the original bundle. The system failed to realize thecustomer was renegotiating the bundle. Therefore, the confirmation email incorrectlyshowed the total monthly rate with taxes and surcharges as $115.47 and theestimated first bill for $130.61. We apologize for the misinformation and arranged anadditional $15 monthly credit for 24 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:

[Your Answer Here]

Verizon still does not want to honor the price they quoted. I understand that the price quote was based on a calculation error, but as a good business Verizon should own up to their mistake. I am sure there are various other customers who might encounter this issue and Verizon should be thankful that I informed them of this glitch. Instead, I have to complain several times to get any movement from their end. I did receive notice that a "Valued Customer" discount of 15$ was given, but not as mentioned in the response to the Revdex.com for the entire period, but only for 12 months. I still have 19 months left on the agreement and that means that I will have to pay more for the last 7 months. This is quoted from the activity notification message:"You've requested the following changes in your services. Below is an estimate of your Monthly Charges and first bill with these changes. New Valued Customer $15 for 12 Months"I also received a phone message with a request for a call back. I called back twice leaving messages, the second time with a request to let me know during which hours the office is staffed so that I can make arrangements to call during these times. I am still interested in discussing this matter in person, but my availability between 8AM and 6PM is limited (work during which I cannot take or make phone calls at will). I never received a response to that request.Verizon made a mistake and I still see not a single reason why I should pay more than quoted just because Verizon's computer system cannot do the math correctly or figure out which discount applies to what during which time under which conditions. This is not the way to make customers happy.

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

Sincerely,

Business

Response:

We regret we will be unable to satisfy this customer. Wespoke with the customer to apologize again and explain we will not be able tohonor the monthly rate that was in error. We confirmed we added a $15 monthlycredit for 36 month to the account if customer decides to remain with Verizonand we agree to waive any early termination fee if customer choses to go withanother provider.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but Verizon insists on its bad business practice and offered only the discount and a waiver for early termination fees. I do not see any other option to get Verizon honor the price that they stated online and in the confirmation email. I still think that I cannot be held responsible for calculation errors on Verizon's part. My only options are to accept the offer or end my business relationship with Verizon. I am not sure why Verizon chose this path of alienating a long time customer, but there is nothing else that can be done from my end or through the help of the Revdex.com in this matter. With that the matter needs to be considered resolved.

Sincerely,

Review: Our office has been a loyal Verizon customer for over two years. We use Verizon for both our office phones and FIOS for the Internet. For a couple of months now, our Internet service has been extremely slow. At first, resetting our wireless verizon router helped but it has gotten worse. I have phoned customer service several times recently, and I have done everything that the technicians have told me to do.

We have changed the channel on the wireless router, we have made other setting changes, we have run verizon's optimizer program, we have run verizon's in-home agent as well. We were told to upgrade our speed from 50MBs to 75 MBs for an additional fee, so we did. None of this has helped.

A Verizon tech recently stated that the next step would be to replace the wireless router so when I called again, I expected that to be done. Instead, I was told to purchase Verizon's network extended for $75 which I did.

Nothing seems to work. Our Internet is slower than ever despite paying more for the higher connection speed. Verizon claims that there is nothing else they can do.

We are ready to switch to [redacted], if that will help!Desired Settlement: We want the Internet speed that we are paying for every month.

Business

Response:

Verizon dispatched a technician on July **, 2015 who completed the router and coaxial connection, which improved the data speed at the location. Verizon’s Technical Support staff made contact with the customer to confirm satisfaction, at which time; the customer confirmed the issue is improved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The service technician replaced our router and installed the network extender that we purchased. Our Internet speed is much improved. However, there have been several times in the past week when the download speed has been only 0.5MBs again. However, this can be corrected by turning the router off and on again. I informed Veronica at Verizon that we will continue to monitor it.Sincerely, [redacted]

Review: I left Verizon 2 months ago. I took the equipment back In person got documentation and they said they never got all the equipment back

I left Verizon two months ago I upgraded to their Quntum Service and I got an email saying they never got their equipment back I bought the Router. One day they sent an email saying becuase they never got the equipment back they are reactivating my account and started rebilling all over again. I call up I get the runaround, get hung up on. I think this whole thing Is because I left them. When I call up I get switched to other departments and I am spoken to like I am a child. They ask for a phone number In case we get disconnected but never call back when we are disconnected. Every person makes up story after story. I have a balIn my favor that they owe me but refuse to give It to me.Desired Settlement: I want a refund of $17.00 and change I want the account closed out It Is almost time for me to get rebilled They said I owe $381.39 I want that removed. Also It Is coming that time of the month when I will be getting another bill and I think they are going to try to report me to the credit company's They did this eight years ago and even though I gave proof that the Verizon worker pick up the equipment and gave a receipt It took two years to clear my name with the credit card company's. Thank yo

Business

Response:

We spoke to [redacted] @ 11:40am yesterday. He advised that his issue has been resolved. We finally contacted him & told him the equipment was returned & he's been credited for the [redacted]. Customer stated this same issue happened to him 8 years ago with Verizon & he will NEVER get our services again. Case closed.

Consumer

Response:

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

[I have spoken to them only because you the Revdex.com got In touch with them they owe me money which I never received yet. They had me hanging on for close to five months even though I had written documentation not once did they ask for the proof I had that I returned their equipment. They Verizon treated me like a little child anytime I called they would switch me around to other depts. and tell me because you left us we do not have your info It Is not In our system. And like I said I never got the money they owe me. Please leave the case open. Thank you.[redacted]

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

Sincerely,

Business

Response:

This case is closed on our end. We have don't our part and contacted the STB dept and they said all correspondence is stopped. Nothing more we can do with this case. Please do not resubmit as we stand by our position.

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,

This morning I received a fake like type of bill thanking me for being a customer saying the account was paid In full and to arrange a new service and It goes on and on. Only a fool would believe that was a genuine bill. I am going to close the case but If another notice arrives next month then I will know they are a bunch of fakes! Then I will reopen the case and leave It open til I have positive proof It Is closed.[redacted]

Review: Verizon has charged me spurious charges on my account. Poor customer service has failed to resolve my billing and technical issues.

Dear Team,

I request your attention to spurious billing and frustrating customer service that Verizon is offering me. After spending hours with them on the phone without a resolution yet, I am hopefully writing to you in anticipation of a resolution.

I have been a Verizon internet service customer since Jan 2013. I moved my apartment in Feb 2015. In this move, I moved my Verizon service and they downgraded me from FIOS fiber service to a high speed internet service and the problems have been never ending.

1. They took 3 weeks to start my service (including 1 week transfer notice).

2. They didn't close my old account and charged me for both my new and my old accounts. This led to an unpaid amount of $480 that I learnt in June. I called the billing department to fix this and they made adjustments to my accounts.

3. In this call, I learnt that they claimed what was supposed to be an installation service as a repair service and charged me around $85. The agent never told me of this charge, which was supposedly to fix a phone port in the house that I am renting. The land lord refuses to pay this charge because he says that Verizon should have had asked his permission prior to fixing anything in the house.

4. I the same call, I also set my account to auto-pay using my credit card. Now I get an email that I owe $122.89 which I need to pay by ** Aug 2015. Failing to pay, I am afraid that they will adversely affect my credit score.

a) First, I have no details of this charge. I don't have a bill (that the customer care promised to send me but never did). My online account is not showing my billing history.

b) I can't pay online because my online account say no money is due

c) Pay by phone has service charge.

In several calls with Verizon, I hear different things as if their notes are selectively visible among the agents. They put me on hold for 30mins or more and they disconnect or change the department and I have to start all over again.

I greatly appreciate your help. Thank you.Desired Settlement: I would greatly appreciate the following resolution:

1. Reversal of the $85 charge of repair, which they never intimated me before providing the service. I could have had sought the same from my landlord who claims it to be 2 mins job for him.

2. I get details of the outstanding bill.

3. My online account be set so that I could make my payments online and see my billing history.

Business

Response:

[redacted]Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention.Our investigation concludes; Verizon records indicate that the customer does not subscribe to the inside wire maintenance plan. It is Verizon policy to quote charges when a trouble ticket is created. As a resolution to the complaint a onetime courtesy credit for the $85 visit charge has been issued. Verizon has also had an Ecommerce specialist contact [redacted] to assist him with his online access and bill history request.This Information has been provided to the customer and is satisfied with the resolution.Verizon apologies for the inconvenience this has caused and trust that this information will assist you in closing this complaint.Sincerely,John T.Verizon SW Executive Relations###-###-#### EXT [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was done wrt to the complaint I had lodged. However, the taxes and surcharges related to the credit was not credited. I spoke to John again who promised me the credit. So Verizon did resolve all of my 3 concerns mentioned in the complaint. However, the unlocking of my account has uncovered the spurious charges that I had referred to in my complaint on my account that I was assured to have been fixed but some were not. John said his colleague will be looking into this. I hope this gets resolved too.In this ordeal, I really appreciate the help of Revdex.com.org in speeding up things to resolution. However, I am still displeased with Verizon's handling of business. I called the customer care today with the newly uncovered issues and after spending 35 mins with them and bouncing between their finance & billing departments, I was left with the same cold attitude of the staff. I am writing this here because I see that this is going to be published and it is my moral obligation to share the complete story for other customers. Thank you again Revdex.com.org.

Sincerely,

Review: Deceived into entering a contract. My wife petitioned me to change from [redacted] to FiOS. I agreed only if I received all sports stations. Employee at [redacted] store indicated I would receive all stations. Upon installation I found I did not have MLB and NHL stations but all others. After three months I lost the Golf Channel and NFL.I was told the I did not subscribe to these.When entering the agreement I was told I did.The emplyee with whom I dealt Eugene R[redacted] was fired probably because of other incidents. I brought my complaint to the [redacted] Store manger Brian and the area manager Jessica. The former contacted the regional manager Francisco. None of these addressed by complaint. It was indicated that I would be required to pay $20 per month more for the service.I refused because of the initial promise.Now I'm stuck with this situation for two years.Desired Settlement: Receipt of the promised all sports stations for the remainder of the service for the price that was quoted at the time of entry.

Business

Response:

We spoke with the customer to apologize for the problems andarranged to change the services to include a package that includes the sportschannels. We appreciate this being brought to our attention.

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, [redacted]

Review: I contacted Verizon to set up DSL and Internet service to my new rental home on or around August *, 2015. Service was never set up or received. On a daily basis for a week, I called up Verizon customer support only to be told each time (after several hours of waiting) that "[redacted]" and that the issue should be resolved the next day and that I would be getting a call as to such. However, I never received any calls or any service.

After a week of trying to get to a supervisor to cancel the service request, I finally reached a supervisor after hours of waiting who agreed to cancel the service request. However, in October, I received a bill for $90 for service never received. When I called to dispute the bill, I was told that I shouldn't worry about it because the service was never received and the amounts would be taken off in a final bill.

However, in November, I received another bill for $90 for service that I never received. When I contacted Verizon customer service again, they told me (after waiting again for a supervisor for an hour or so) that the bill would be handled and the account closed.

But once again, today (December **, 2015), I received another bill for $90 from Verizon. When I called customer service to dispute the bill, the automated system indicated that bill for services never received had been submitted to IC Services, a collection agency.

For five months, I have been dealing with a Verizon business that does not provide service, does not follow through on call back commitments or stated refunds, and submits a bill to collection for services never received despite my never receiving the service and having spent many, many hours on calls with customer and technical support to just ask them to cancel the service request and not bill me for service never received.

BTW - according to Verizon, my account was "closed" on August **, 2015. They can't explain why I am still getting bills.

If I ran my business this way, I would have no clients or business. Verizon should be absolutely ashamed and horrified.Desired Settlement: Billing adjustment and to never be contacted or harassed by Verizon for a payment for a service never received. An apology would be nice, but I don't expect that to occur.

Business

Response:

Please be advised prior to the complaint being received in this office a credit was issued to clear the balance for this account that was billed in error. We pulled the account back from the outside collection agency and requested the account be deleted from [redacted] credit report. A letter was emailed to him to confirm the request to delete the account from the credit report was made today. I agreed to follow up with [redacted] in two weeks to confirm the credit was restored. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

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:

While I very much appreciate Ms. M[redacted]'s (Verizon's response), Ms. M[redacted] fails to mention that my credit report has been impacted (and downgraded by 20 points!) because of Verizon's sending to collections an account that was supposed to be closed in August for services never received.

Furthermore, while Ms. M[redacted] (Verizon) states that a letter to the credit agencies has been submitted to correct the matter, I have no idea if that has actually been done. I also do not know whether the credit agencies will readjust my credit rating when/if, such a letter is received.

Lastly, the credit to the account for the services never received apparently was processed on the same day that I submitted the complaint to the Revdex.com, not before.

As a result, until the credit report impact is resolved (or I see a copy of the letter that Verizon apparently submitted to the reporting agencies), my complaint is not resolved. I appreciate that Verizon is doing what they can now (although only after a lot of frustrating experiences with their technical and customer service personnel as outlined in my original complaint), but given the impact to my credit rating due to Verizon's actions, the matter is not yet resolved.Sincerely,[redacted]

Business

Response:

Please be advised Verizon did credit report the account in error. On January *, 2016 a request was made to delete the account from [redacted] credits report. He was emailed a letter to confirm the deletion request. Verizon checked the credit bureaus January **, 2016 and confirmed the accounts are no longer on the reports. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

My credit report is still showing as being impacted by Verizon's inappropriate actions, but at this point, I do not believe that Verizon can do anything more. Suffice it to say, I will not use Verizon residential ever again and will encourage others to avoid Verizon.

Sincerely,

Review: I have been a customer of Verizon Fios since November of 2012. I signed up for a two year contract with a guaranteed rate of $84.99 for the first 12 months and $89.99 for months 12-24. I noticed online within my account page I could upgrade my cable service to the "extreme" package for $20 more per month. I called a Verizon Sales Associate to verify that was the case. She confirmed and noted on my account my monthly bill before taxes and DVR box would be $104.99. (all correspondance was recorded) I agreed to move forward with the upgraded cable at the agreed upon price.

I later got an email saying I would owe $114.99 per month NOT $104.99 AND the sales associate extended my contract out to september 2015 without my consent or knowledge she was doing so. I called Verizon SEVERAL times and every sales rep I spoke to agrees with me that this is clearly a mistake but no one seems to have the authority to be able to fix it. They did credit the $10 difference for Octobers bill but they claim they are unable to fix the account after ongoing unless the sales rep who messed it up personally fixes it. I was told I would receive a call back from the sales rep and or her manager but I have not and it has been over a week. It is very frustrating.

Thanks,

[redacted]Desired Settlement: I simply want them to charge me the correct amount each month ($104.99) and set my contract expiration back to what is was initially when I got the service - expiring in Nov 2014.

Business

Response:

We spoke with customer to assure him we will arrange a $10

monthly credit to honor the $104.99 online bundled rate through to November

2014 the expiration date of his original committed term agreement. We also

agreed to send email confirming will waive/adjust any early termination fee if

decides to terminate the services with us prior to September 2015. Customer is

satisfied with the resolution.

Review: I have been trying to establish new FIOS service for a residential/commercial space for days now. My experience with the sales, customer service and engineering teams has been very defeating.Desired Settlement: FIOS is installed throughout the block in all buildings but ours.

I am hoping someone in upper management will review our case and contact us so we can establish Business FIOS service. [redacted]

Business

Response:

Good afternoon,

Due to current FiOS deployment strategy and LFA obligations we will not be able to build FiOS to this location at this time. However, our engineering department will reach out to the claimant to perform a high level survey of the building to determine if we can get FiOS services to the building. If it is determined that FiOS can be ran, it would have to wait until the new budgets for 2015 FiOS build are released. Also, we found that the only building's on the block, where the Claimant is located, that have FiOS are [redacted]. These buildings are [redacted] locations and were built as FiOS only.

Consumer

Response:

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

I cannot operate a business with 7 Mbps DSL internet speed. I am unable to utilize any other service provider and I will be filing a complaint with the FTC.

Verizon FIOS is in the area and if no other carrier is allowed in, then they need to service the local businesses.

Thanks for your response, too bad its not a solution!

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

Sincerely,