Verizon Communications

Review: The company charged for purchases of:

10/** UFC 179 ALDO VS MENDES II HD [redacted] $62.99

6/3(Buy): 300: Rise of An Empire HD [redacted] $21.99

4/14(Buy): Nut Job, The HD [redacted] $15.99

These I did not order these programs. After talking to the company, they refused to cancel the program, and refund the charges, including additional surcharges.

This company is deceptive and refused to correct their error. Their representative: [redacted] is extremely rude, and also accused me of watching a program that I never watched.Desired Settlement: I request the over charges to be refunded to me, including the surcharges, and additional payments, and also I need an apology from Verizon.

Business

Response:

Verizon advised the customer that we would not provide any additional credits for VOD movies that were purchased..We once again asked if he wanted instructions to place parental controls he stated No.. We asked why he stated because he already knew how to apply parental controls.. Case closed.

Review: I have had my FIRST collection issue EVER, which had affected my credit for something that is NOT accurate and happened years ago.

A few months ago I received a letter from Verizon stating that I owed $129.59 At first I thought it was a mistake because of the following:

1. The name on the letter was misspelled; which happens all the time since I have a very common name [redacted]. So I thought they meant someone else.

2.the letter stated that this was the last attempt before they send my information to collection (normally you receive a couple of letters not just one).

3. I have not had Verizon for over 2 years at the time I received the letter.

When I contacted them they were not able to locate the account, not even using my social security number. But they still wanted me to pay. They even offered me payment plans. Nothing happened because I was not going to pay for something that is not true and they didn't even could prove. They finally sent me to collections. The collections agency contacted me and went over my options, which I was unwilling to follow. Now, it has been month and I received another letter from the collections agency. I do not believe it is neither professional nor fair to have someone's credit affected foe something that happened years ago and was just notified years after.Desired Settlement: I would like a refund and for my credit scores to be what it has ALWAYS been.

Business

Response:

A Verizon representative called [redacted] (daughter) 12/**/2014. She will be looking for information to identify the account in question to fax to the Verizon representative as she did not provide enough information to identify the account (her father's) in question. She can be reached at ###-###-####. The representative gave her our fax number ###-###-#### and our direct contact of CBR ###-###-####-[redacted].

Consumer

Response:

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

I emailed the representative the info needed on 12/**/14 and I never heard back from him. See attached for documentation.

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

Sincerely,

Business

Response:

[redacted] I called ###-###-#### and left a message for [redacted] that the previous inform for a solution is the only one available. She will have to call [redacted] at ###-###-#### and reporting the debt as paid, date, amount, and card.

Review: Verizon is charged $91.00 dollars for labor that I was told I would not be charged unless my TV was broken and when the technician came over my house said that there was nothing broken with my TV so I shouldn’t have to pay for something that they didn’t explain to me.Desired Settlement: I want Verizon to discard the bill.

Business

Response:

Customer disputed $91 repair visit charge for tech visit on11/**/14 where no trouble was found making the fee applicable. The technician educatedthe customer on use of the set top box. We were not able to verify that thecustomer was properly informed on the applicability of the charge though. For thisreason we agreed to adjust the rate. The charge was adjusted from the bill witha message left for the customer. We appreciate the customer bringing this to our attention.

Review: I set up TV and internet through verizon which was a [redacted] and verizon internet bundle. I then got a bill from verizon for $194 I called to ask about the bill because I was quoted $106. They then told me that was only for the internet and telephone and did not include the tv which was supposed to be bundled. The lady called [redacted] and bundled the service and took off charges I did not authorize to be added to my account. The bill then was down to $106 including my [redacted] and the bundle I was originally supposed to get. I then called again because I could not get logged into my residential account it kept sending me to my wireless phone account. I was then told that my services were not bundled and my bill is now $161.93. This is nearly one month after I had spoke to the lady who put me on hold to speak with [redacted] and told me it was taken care of. I received no call back stating it did not work or a new bill in the mail. If I set this up all through verizon and was given a quoted price for the bundle how are they then allowed to tell me that they cannot infact bundle the two and charge me more money.Desired Settlement: I want what I signed up for the bundle package with [redacted] which was supposed to be done before they even set them up in my house and then again on December [redacted] when I called. I also want my bill adjusted back down to where I was quoted on December[redacted]. I will not pay $161 for internet when I was paying $30 with [redacted] and your representative quoted me a better deal so I switched. I want my bundle bundled and my bill back down to the $106 where it was supposed to be. Also these representatives should not be allowed to do things and no update your account.

Business

Response:

Please be advised, Verizon has reviewed the consumers account. Verizon does not require a minimum service qualification in order to obtain the Triple Bundle package, however, [redacted] does. The consumer currently subscribes to the Double Play package with Phone and Internet services. Upon receipt of thecomplaint filed, Verizon has made attempts to speak with the consumer to advise that she would need to contact [redacted] and possibly upgrade her current TV package in order to combine services with Verizon to receive the additional discounted package pricing. As a courtesy to the consumer, Verizon has issued a onetime adjustment on the Verizon account for the activation and modem fees billed. A please call letter has also been mailed to the consumer in hopes of speaking with her to review this matter.

Consumer

Response:

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

[Your Answer Here]

This buncle was purchased through verizon (they admitted they signed me up for the wrong package). I spoke on conference with Verizon executive [redacted] and [redacted] today and after all this was explained I went ahead and upgraded the package on [redacted] after having to bring the bill to a $0 balance. (after it was supposed to be added to the bundle twice and was not) I paid the [redacted] bill of $120 today to bring it to a 0 balance so they could upgrade the package and get the bundle set up. Verizon then stated they would wipe out the verizon bill due to the inconvenience and mistakes on their part concerning my package. Then not even an hour later I received another voicemail from [redacted] saying she could not wipe out the bill that I still owe them $78 after her stating she could do so. She also said on the voicemail that I could cancel and if I would like too to call back and she would take care of that for me. I will not cancel and go to another company and pay installation and new service fees when none of this is my fault and the incompetance of verizon. I also think its crazy to cancel and still owe them money. Verizon needs to stop telling their consumers they can do things and turning around and not taking care of what they initially said they would provide. I still have the voicemail from [redacted] (verizon executive) if Verizon would like to hear it.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

This was the worst experience with any company ever. Worst customer service ever. I won't accept their responses because nothing was ever resolved. I finally gave in out of pure frustration and if this service was not brand new I would cancel and go somewhere else because verizon does not know how to treat their customers and does not follow through with the things they promise them. My mother in law just canceled service due to their LIES! cancelled in 2 weeks! If I could afford to start a new service I would!!

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

Sincerely,

Business

Response:

Please be advised Verizon response remains.

Review: I contacted Verizon to transfer my Verizon Fios home package (home phone, internet, tv) to my new address. I was informed that Fios was not available in my new city. I was charged an early termination fee and charged a new account activation fee to transfer my service. Upon starting my new service, I returned the equipment using the packaging sent to my from Verizon. I have made payments to my account over the last few months. My payments were credited to the account I closed and as a result show an unpaid amount on my current balance. I contacted Verizon several times regarding this. I was assured the payments were transferred to my current account. This still has. Ot happened and I continue to receive past due notices on both accounts. I have spoken to Verizon representatives and they opened an investigation to locate my "missing" payments. I have confirmation numbers for my payment transactions and have proof of payment clearance. Additionally, I have my post office receipt from when I mailed the equipment back (Nov 2014). I contacted verizon 2 weeks ago and they said they had resolved my payment mix up and missing equipment. Today (Feb * 2015) I received an email advising me that I owe over $1000 on my past due account and service will be terminated. I have made several attempts to fix this and Verizon can not give me a response. They are difficult to contact and I am tired of chasing them. I do not want my excellent credit affected because of their poor customer service. Please help me end this nightmare.Desired Settlement: I would like to have this issue corrected before my credit is ruined by verizon.

Business

Response:

[redacted] Thankyou for referring the complaint of [redacted] toour office for review. We appreciate thismatter being brought to our attention. Ourinvestigation concludes; customer made payment of $188.82 on Verizon.comwebsite to active account [redacted]which was applied towards a balance. [redacted]’shad a credit balance of $116.41 on active account [redacted] and requested thatcredit balance of $116.41 be transferred from active account [redacted] toclosed account ###-###-####-### which would leave her a remaining outstanding balance due on account ###-###-####-### of $72.39. Verizonfinancial services have confirmed that all payment transfers are complete nowbased on [redacted]’s request. This Information has been provided to the customerand is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused andtrust that this information will assist you in closing this complaint. Sincerely, [redacted]###-###-#### EXT [redacted]

Review: Upgraded on-line using self service selection and was overcharged $18 on first bill for Verizon Double Play - going from 25/25 speed to 50/50 speed. Called Verizon to change back to 25/25 speed and they told they could not initially, then said they could but could not get my lower price.

I went on-line and changed service from 50/50 speed to 25/25 speed and have printed out the order request . I have in print 2 year agreement for $92.99. I just received an email billing estimate and the monthly amount listed is $115.98 -- which is $23 MORE than what I have on my invoice. Both prices quoted are excluding tax and fees. ONCE AGAIN, their consumer website is indicating 1 price and the billins system and personnel in billing who anwer the phone insist on the higher price. This is FALSE ADVERTISEMENT and I have the hard copies to prove it.Desired Settlement: I want the monthly price to be $92.99 for Verizon Double play as I agreed to and is per what my invoice and 2 year agreement not the $115.98 that they are trying to charge me.

Business

Response:

Please be advised, Verizon spoke with the consumer on 10/**/15 and rebundled the consumers account. In speaking with the consumer he advised the online pricing reflected the bundle at $92.99 (plus tax,etc). Verizon's E-Commerce team was able to rebundle the consumers account (Phone/Data) at a monthly price of $82.99 (plus taxes,fees,etc). The consumer has accepted this offer. The order carries a due date of 10/**/15. Verizon apologizes for any confusion surrounding the online offers.

Review: Verizon changed my address without my request, authorization or consent sometime in 2008. They did not make me aware of this change. I did not receive an invoice, letter, document or any correspondence from them until 2015. They continued to charge my credit card an ever increasing amount and never notified me of the new charges. I did not learn my own account number until June of 2015. I could not cancel or modify or obtain information on an account I could not identify. For 7 YEARS this went on! On 6/**/2015 a rep in their billing dept tricked me into a 2 year service contract with an offer to credit my account for the 7 years past when I was paying more than I signed up for. He lied to me. I never received the credits & billing now tells me they can't even do that! I have spoken with their sales, billing, finance, customer service, customer care, fraud & account verification departments. They all say they cannot help me.Desired Settlement: Refund of all of my money. Revised balance of $0 due to Verizon. Corrected credit reporting. Notification to federal authorities that my personal information was not kept private & my CPNI was breached. 3 years free credit monitoring & identity theft coverage. An apology for the hours upon hours I have had to spend on the phone & the insulting treatment by so many Verizon employees, while trying to get help to fix their mistakes would be nice too.

Business

Response:

Please be advised Verizon records back to August 2010 show the bills were being sent to the same address on [redacted]. There are no notes showing a call to Verizon to question the bills not being received until June **, 2015. On June **, 2015 the billing address was changed to the service address. The account only billed for services rendered’ therefore there are no further credit warranted on this account. [redacted], a FiOS Billing Specialist spoke to [redacted] December *, 2015 to provide this information as well. She had to end the call, but has his direct number should she have other concerns We trust this provides your office with the information required in this matter. Thank you, [redacted] Sr. Analyst Verizon Executive Relations

Review: I changed my service from Verizon to a different phone and Internet service. Verizon set a bill three times and I paid them all for disconnect and service charges of over 500 dollars. This was 3 years ago. 6 months later I received a bill from a collection agency foe 180 dollars and some cents . They stated it was for unpaid Verizon charges , which Verizon has never sent me a bill for.

I called Verizon they said it was for the cell phone at Verizon wireless and sent me to them. Verizon wireless not only said I did not owe them but they owed me 4o plus dollars and sent me a refund.

I this point I thought it us over. 4 months later I began receiving phone calls every day saying I owe them money . I asked them to send an itomized bill showing what I owe and I would take care of it . I was not blindly sending them money. The phone number connected to this account was [redacted] Thank you for your time.Desired Settlement: I would like the charge to be removed and my credit report fixed.

It has been to long and they would not give a statement on the reson for the charges.

Business

Response:

Upon receipt of this complaint we made attempts to reach [redacted]; leaving messages. After careful review we confirmed the bill is actually for wireless charges. [redacted] had one-bill. The process is we pay the wireless bill when we receive and then in turn bill the customer for the charges. So this was for his last bill that we paid Verizon Wireless, so then charges were due to Verizon Landline.

I have Verizon FIOS with Verizon Communications. Although, Verizon does provide FIOS with few service interruptions, the service is very expense. I am considering getting another internet service provider at a lower more reasonable cost. The three biggest problems I've had with Verizon FIOS include a $100.00 charge I received for a router, which was supposed to be included with my service. My original router was included with my service. The service charges have increased well above inflation over the last few years. Finally, when I made an early payment on their web site for a future date I was immediately charged for the service on my credit card. I have found Verizon interested only in money and overcharging for its service as opposed to being genuinely interested in the customer.

This is the worst business I have ever dealt with. I am moving all of my services away to [redacted]. I cant stand these people. Service, repair, installation, payment

Verizon is the biggest scam of a business!! The way they treat their customers is horrible!! They make a mistake and the customers have to pay for it!! If I were you I'd pick another cable,phone or internet company to spend your money ?? with!! I have never been treated so poorly in my life while spending close to 260.00 a month for [redacted] service.

Review: I have DSL And Local Home Phone Service. I have had numerous issues with my internet and phone, but mostly the internet.

I made a complaint about a week ago about the billing which seemed to be fixed, until I got my new bill, where they are trying to charge me 60$ a month for DSL internet ,I went to the Verizon website and saw that the internet was only 29.99 a month, with the speeds of 1.1-3 Mbps, 3.1-7 Mbps, and 7.1-15 Mbps.

My upload speed is only 0.63mbps when the advertised speed is 384 to 768 Kbps Upload, I feel that I am being over charged for a service that is not as described. My Download speeds are only 2.3 MBPS on a good day, I have never had 3MBPS+ , and I have the Enhanced Plan as well. When installed the tech told me I had a dedicated line, that if I wanted to I could follow it all the way to the verizon office. So im confused as to why my speeds are slower then advertised and why im paying full price for a service that is not living up to what is advertised.

My Charges for 9/*-10/* for internet are internet Enhanced $60.00 , So im paying over double what is advertised [redacted]Proof)Desired Settlement: Would like FIOS in this area so I don't have to have DSL anymore, Or discount on my internet bill .

Review: Verizon Wireless was installed at my home on December**, 2015. After installation I discovered that my home phone was not working. Verizon Fios confirmed that my number was changed, but I was never informed of this change or the new phone number until I called and asked. Also, the contract that I signed (and have a copy of) says that I would receive a free movie package ([redacted] and a few other channels). However, I did not have access to these channels. I called Verizon and was told to wait because sometimes it takes awhile for the channels to appear. On the [redacted] I did not receive the channels as promised so I called again - no resolution. I called again on December [redacted] when the channels did not appear. After 6 hours (spread out over three days) I was unable to have the issue resolved. I started with customer service who said they could see the free movie package so it must be a tech issue. I was transferred to tech who said it was a billing issue. Billing said it was a customer service issue. This occurred each and every time I called. After three days of not receiving the free, agreed upon movie package I cancelled my service. Then the billing nightmare began. I asked for my bill on multiple occasions and was continually told not to worry because bills are issued once per month. I pointed out on three occasions that this was after the payment was due. I BEGGED to pay the bill in advance, but they would not let me. I just received the bill and was required to pay over $90 for three days of service. I called and asked why the bill was so high and was told that I had to pay for the installation. I do not believe that I should be required to pay for installation since they never provided the appropriate service to begin with. If they had, I would have remained a customer. I also continue to receive threatening calls and emails about discontinuing my service for nonpayment. Why? I have written confirmation that service was already terminated on December [redacted] at my request.

Product_Or_Service: Verizon Fios Internet, phone, cableDesired Settlement: DesiredSettlementID: Other (requires explanation)

I should not have to pay the installation fee since the appropriate channels were never turned on and the agreed upon contract was not followed. After multiple, cyclical conversations I decided to cancel.Additionally, I want them to clean up their records. My bill was not late because they did not generate the "final bill" until the billing cycle had ended. I brought this up with them earlier. I also want FIOS to stop sending termination not

Business

Response:

A customer service representative spoke with the customer regarding her concern. The representative apologized and issued a credit of $73.49 for activation fees.

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 am still awaiting the reimbursement and have been told that it will take about 30 days.

Sincerely,

Review: I electively cancelled my verizon fios service. at the request of verizon, I returned all of their equipment via a pre-paid [redacted] box with their label. I received an email that only 3 out of the 4 items that I returned in that box were received. I called verizon to inquire as to how that could happen? the rep told me that they could not provide any information but this routinely happens. after being transferred to several departments, no one could track down the box or the missing item but each time, I was told this often happens and not to worry about it. on june [redacted] I receive dan email that the missing HD set top box (the missing item) was indeed received. onjune [redacted], I received a phone call from an asset collection company - the day after verizon sent me an email notification - asking where the missing item was. I found it incrediibly intrusive, invasive and offensive that verizon had sent me to an asset collection company for an item that verizon had misplaced. when I spoke to the asset collection company - they told me that they just have a list and could not track an recently returned items. they also told me to disregard this call but offered to transfer me to another center that also could not track down any missing items.Desired Settlement: I am concerned that verizon is unable to track returned items. they automatically turn customers over to an asset collection agency - even when verizon is the one who has misplaced the items in question. the consumer has no recourse. verizon is unable to provide a customer service number for people to call and verify whether the items have been received etc. verizon will not fix their poor system as they just bill customers for their lost or misplace items - even when verizon loses the item. this really isnt fair and verizon should either not charge the customer or dvelop a better system. I am also receiving harrassing phone calls from their asset collection agency!

Business

Response:

Verizon’s records show all equipment (router and 3 STB’s) was received and no charges were generated. [redacted] was advised. We apologize for the inconvenience this matter has caused.

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 signed up for Verizon Fios service and cancelled after less than 1 month. They sent me a box to return all of their equipment, which included 3 cable boxes and 1 internet modem/router. When I initially signed up for the service, I opted to purchase the modem/router, rather than paying the monthly rental because I had intensions of keeping this service permanently. After I was unhappy with the Verizon Fios product, I cancelled service and their customer service department advised me to send back all equipment and that I would receive a refund for the modem/router purchase. I returned all equipment and received a confirmation that they received it, but they are still charging me full price for the modem/router that I returned. They said the bill will go to collections unless I pay in full. I don't feel that I should be charged for something that I returned per their recommendation.Desired Settlement: I agree that I should pay for the Verizon Fios services that I received for less than one month, but I want the price of the modem/router to be removed from the bill. I would also be ok with them charging me for 1 month rental of the modem/router, but now they've put me in a position where they asked me to return the equipment and are still charging me full price. I believe I should either get to keep the equipment or receive a full refund.

Business

Response:

Please be advised, Verizon has reviewed the consumers account. Records reflect the modem/equipment was received by Verizon on 8/*/15.. Verizon has adjusted the consumers account in full. Total amount adjusted $211.99. The balance now owing on the account is $156.35. Verizon apologizes for any inconvenience caused surrounding this matter.

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 Monday 9/*/15, I cancelled my TV service with Verizon FIOS. I was told by the agent on the phone that a return kit would be mailed to me immediately so that I can return my TV equipment within 30 days of my cancellation so that I won't be charged any penalty fees for not returning the equipment. On 9/**/15, 10 days after I cancelled my TV service, I still had not received my kit. I then cancelled ALL services with FIOS on 9/**/15 and through online CHAT service with a live agent, I found out that a return kit was never sent out in the first place. The agent, Kennesha, stated a return kit would be sent out within 5-10 business days from today's date. When I indicated that I should not be be held responsible for returning my equipment past the 30 day limit because the fault was with FIOS for never providing me with a way to return my equipment, Kennesha insisted that I should be able to return everything within 30 days from my original cancellation date - 9/*/15. I informed her that I am not concerned with mailing back the kit right away but that I was concerned with actually receiving the return kit on time from FIOS. And if I received the kit late from FIOS, I shouldn't be charged any late fees if I mail back the equipment past the 30 day limit, which would be 10/*/15. I also informed Kennesha since FIOS will not be sending out the return kit until 5-10 business day from 9/**/15 (NOT 9/*/15), then my 30 day limit should count starting from 9/**/15. She continued to insist that I should be able to return the equipment on time. Instead of addressing my concern, she kept on shifting the responsibility of a late charge over to me, when FIOS had made the mistake of never sending me a return kit in the first place. She then added that any late charge I get will be credited back onto my account once FIOS receives the equipment even if it is late. So even though I shouldn't be charged for any late fees in the first place, Kennesha stated that even though I may be charged that the charge will reversed eventually. Again, she did not address my concern about my not being charged in the first place.Desired Settlement: I shouldn't be penalized for an action that FIOS failed to carry out even if that penalty is removed later. I shouldn't be penalized in the first place. FIOS needs to change the way they conduct returning of equipment. They need to provide multiple options like other internet/TV providers instead of just 1 option of waiting for FIOS to actually do their job of sending out a return kit. They also need change their operating software so that if such a case like this arises, the customer service agent can be flexible and make the changes directly onto the customer's account instead of having the customer go through the drawn out process of getting charged for a penalty and then having the charged removed eventually. I find it hard to believe that a Communications company that provides technology based services does not have the flexibility in their own operating software to make immediate changes and notes on a customer's account.

Business

Response:

Confirm the equipment retrieval order is cancelled out, so [redacted] will not be billed for unreturned equipment charges. [redacted] was advised she will get a final bill.

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 call verizon toward the end of October 2014 explaining that I was moving to Florida and ask if they serve Esters FL they said no , I ask to close account return all boxes and remotes and I told than to send me the final bill to my new address in FL but never got it but now I sold my house in Florida move back to NY I went to apply for mortgage and when they got my credit report shows my account had go to collection I call verizon they told me that I own than $337. But they close my account 2 weeks after from the date I told than to close that was 10/**/2014 instead they close on 11/**/2014 I call verizon collection and financing no one has the account that shows on credit report. even I try to verizon put the account number nothing appear I want than to remove that from my credit report right way. My account number is [redacted] I think this is some one else account since they took two weeks to close my accountDesired Settlement: Remove from credit report

Review: Verizon continued to charge for fees after I had closed my account and moved to a new location. I had contacted them to end my service as of May *, 2015. They continued to charge me until July 2015. I have contacted them over 10 times (all recorded in my records) to resolve this issue. I was told that a refund check had been issued in June 2015, however I did not receive it. A new check was supposedly sent in July 2015. I did not receive it. I repeatedly called and spoke with several representatives who promised me that my money would be sent to me. On my call October **, 2015 I was told that my money had been directly deposited into my bank account on September **, 2015. This was never discussed with me as a option. The money was never posted to my account. I have verified my account information and routing information with Verizon and it is all correct. I contacted [redacted] and they have confirmed that the money was not sent to my account. Verizon provided me with a "tracking number" for my payment, but [redacted] reports that they do not have tracking numbers. The amount in question in $172.56.

I do not know who else to contact about this as Verizon seems to be "washing their hands" of this and hoping that I just give up.Desired Settlement: I just want my money back: $172.56

Business

Response:

The account# is [redacted] and it shows the 6/**/15 bill had a credit of $172.56 and on 9/**/15 the system shows REFUND POSTED TO CUSTOMERS BANK ACCOUNT. It is to the bank account# ending in the last four #[redacted] at [redacted]The customer was advised. 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:

Verizon told me that the money was deposited in my account on September **, 2015, however I can provide a copy of my bank statement that the money was not deposited. I have discussed this with my bank and they have informed me that they did not receive the funds. I am aware that they would like to close my case, but I do not have the funds. I do not understand how a check was issued in June 2015 and then all of a sudden funds were supposedly deposited into my account in September 2015. If they thought a check was on the way to me, why would they deposit the funds into my account? No one advised me that the funds could have been directly deposited into my account, if so I would have asked for that in June and avoided several phone calls and "lost" checks.

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

Sincerely,

Business

Response:

Our collections group left a voice mail on ###-###-#### for the customer and explained we sent her a refund to her account on 7/** and her bank sent confirmation of receipt on 9/2*. We left her our name and number if she needs to call back. Case closed.

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: My wife and I have been loyal customers (pay on time, etc.) at Verizon FiOs and absolutely love the service that we currently have. Just recently, we purchased our first home so the need for switching over services kicked in. Given that we love the services we currently have, we only wished to have these at our new home. Unfortunately, we learned that our exact services (Verizon FiOs) is not available in our new location (which is only 6.5 miles apart) but only a slower downgrade internet speed is. When we explained our situation to the customer service rep over the phone she explained to us that we would have to pay an $80.00+ fee to cancel. This didn't make sense to us. Why are we being punished for something that we cannot control? It makes no sense for us to downgrade our internet speed/service for the sake of staying with the company. If only the service we have now was available to us in our new home we would love to continue on with Verizon. After hearing our concerns the rep stated that she was get her supervisor. Instead of the supervisor taking over the phone call and talking to us [redacted] just stated the same exact thing the rep said and had her repeat it over to us. As a customer service worker, the manager should have taken over the phone call and handle our concern personally. Overall, we don't believe we should have to pay a fee for the mere fact that the services we wish to switch over to our new home is not available to us and don't feel like we should have to downgrade our services just to stay in contract. Thank you for your time.Desired Settlement: To cancel our services with Verizon without having to pay a fee for cancellation. We are loyal customers would paid on time every month and shouldn't be punished for something we cannot control. We would love to have Verizon FiOs at our new place if it was only available.

Business

Response:

Executive Relations Team/Donna K[redacted]- 12/**/2015- I called CBR [redacted] and spoke with Mr. Russell Pittman regarding his experience with Verizon Customer Service and regarding the Early Termination Fee. [redacted] has Fios data service with a speed of 25M/25M only at his current address and is moving to a location where we would only be able to provide him with a maximum speed of 3M on copper based High Speed Internet. [redacted] also works from home from time to time and the 3M speed would not meet his needs. Given the circumstances, an exception was made and I waived the Early Termination Fee when I placed order [redacted] to disconnect the data service 01/**/2016.I also told [redacted] that a new bill will drop on 01/01/2016 and bill for the month of January. It will be fine for him to wait until the 02/**/2016 bill when he will get a prorated credit back to 01/**/2016 and pay that bill. I also apologized to [redacted] as he stated that he had requested a supervisor when he called in to Customer Service and the supervisor never directly took over the call. He stated the router is bolted to a wall in the apartment with a sticker that states not to remove- it is permanently attached and the disconnect order showed customer provided router. He reported that the waiving of the Early Termination Fee resolved his issue.

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 or about November [redacted] 2015 I was sold a Verizon Internet/cable by a door to door representative by the name of Ashley (###-###-####) . She told me that I would not have to pay a bill until after the first of the year, receive a $400 gift card, and that my monthly would not exceed $200. Aproximately 2 weeeks after I received the installation of Verizon FIOS I was sent an email notice that I would have to pay my $249 bill on the [redacted] of December. I Called Ashley and asked was this true. She told me not to worry and that I would get an adjusted Bill. I never did. I received a notice that said I was late on my payment of $249. I reached out to Ashley and Customer service. She did not answer but verizon told me that they would investigate . They never called. On January *, 2016 I spoke with a Mrs. Millard who told me that I was not afforded a call back nor could she issue a credit as am expected to pay $485 in the month of january to Verizon. Due to last month being put with this month because of my non paymentDesired Settlement: I want my billing to begin in the month of January and I do not want my $400 gift to be revoked or not issue because of these circumstances. That are a result of a Verizon employees

Business

Response:

On 1/*/15, Verizon Appeals Billing representative spoke with [redacted], apologized that he was told he wouldn't have a bill to pay until January. The representative explained that Verizon starts billing for service the day service is installed. [redacted] said he had been advised by a Door to Door representative that he would not have to pay any charges until January 2016 for service. He is upset that he has two bills to pay and is now and thinking of cancelling service. To satisfy the representative issued the customer a one time $100.00 credit to his bill. [redacted] was satisfied with this resolution. The balance on the account is $385.00. [redacted] advised he would pay $149.00 on 1/*/16. The remaining balance is due 1/**/15. 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,