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.

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: 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: 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.

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.

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: 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 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: 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: 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: , in November of 2015 I was contacted by a sales rep who names Constance W[redacted] (Later found to be from their customer retention center) and converted my business analog phone lines to Fios and added also Fios internet service as a bundle. I was first contacted by her over the phone and then to my email address and as a package deal (Got all the emails with the details). The conversion was completed in late December 2015. Since then, my bill has never been correct for the new phone and internet service. I have been receiving bills with crazy amounts that completely blew my mind. It wasn't the $179 a month that includes 6 phone lines (Main one unlimited nation call) and 50M/50M Up/down speed Fios internet, that I was offered and signed up for. I have been trying countless of times to try to get this resolved from calling the rep, calling their billing department every month, and lastly, was forwarded to a manager who names Daniel W[redacted] who promised me to get everything corrected in 2 to 3 days, but who never ever contacted me back nor replying to my email or call after one half week of waiting. This is such a headache to me that drive me insane. Every time when I call and ask to speak to a manager, I was never able to or got forwarded to voice mail box that no one ever care to get back to me. I also got half of a day of having no phone service for no reason (Upon calling repair department and it was finally fixed 6 hour later) that cause our service interruption and loss). I need my justice and helps.Desired Settlement: I need my bill corrected for good includes my last bill, and compensation to our business loss for 6 hours having no phone service.

Business

Response:

Tell us why here..[redacted] has been overbilled due to an incorrect quote and due to bundling issues dating back to time of installation. On April **, 2016, our billing representative spoke with [redacted] and apologized for his inconvenience and issued credit of $323.62 to get the bill to the expected rate he was quoted at the point of sale. [redacted] was quoted $228.00 after taxes. The customer has not further concerns.

Review: Hello, I have contacted Verizon 3 times in the last 3 weeks regarding my phone service. I keep losing my service and it takes them days to come see about the problems. 2 weeks ago they came out to my home and give me a temporary cable line and said, the repair people would be back to put the cables underground for a permanent cable line. This has not happen and now my phone service is out again. I called again today and the Verizon Rep on the phone said, the earliest appointment they have is 5 days from today and she did not see any repair tickets open for the unfinished work they left over a week ago.. This is not acceptable and not fair to me. They have not fixed the problem from day one and left a job unfinished over a week ago. They left cables running across my neighbors walkway at their front door and thru their yard. Which is unprofessional business and a hazard to someone else property. Please help me get this resolved as soon as possible. With my health issues I need my phone service. Thank you for your assistance in advance.

[redacted]Desired Settlement: For them to come out and find the problem, fix ALL repairs and place a permanent cable line underground the way the law requires them to do. All repairs done in complete within the next day since this has been going on for the last 3/4 weeks.

Business

Response:

According to record, Verizon dispatched a technician on October **,2014 who rearranged the inside wiring, which restored the dial tone. Upon receipt of the complaint, Verizon made several attempts to speak with the consumer to address any outstanding issues, to date, a returned call has not been made. A Please Call letter was mailed to the consumer with hopes of discussing this matter. Verizon will gladly assist the consumer upon contact.

Review: Was moving from one place to another and I called in to change my address in order to get my last bill sent to me. The customer service associate assured me the the address was changed and I should receive my last bill once I return my equipment. The equipment was returned and I waited for the last bill to be sent. It never came the way I found out that I was in collections was I was in the middle of buying a home and they pulled my credit. My score went from well over 700 to 579. I was unable to get approved for the home of my dreams because of 1 derogatory blemish on my credit because of Verizon telecommunications. I called Verizon to find out what the issue was they refused to deal with me and gave me the number to a collections company. I paid my debt in full and Verizon sent me an email telling me I had paid my debt in full. I called Verizon to resolve my credit score issue in which a gentleman told me that he would be able to file a reversal for me to remove from my credit. I called a month later to inquire about the situation and another young lady told me that she saw the notes the gentleman wrote but nothing of the sort of fixing my credit would be able to happen.Desired Settlement: I called and made sure I let them know my new location and the bill was never sent. I paid my debt in full and Verizon is still reporting inaccurate information to the credit bureaus. I would like these inaccuracies removed from my credit report in order to move on with my life.

Business

Response:

Our investigation found the customer has outstanding balance of $246.40 owed on account. The customer stopped payment on the check that had been issued. Unpaid collection balances on accounts are credit reported as such. "

Review: Verizon continues to not provide adequate business service with an ongoing problem of over 7 days.

They continually go back and forth not knowing what the issue is and not fixing the problem.

I call everyday, twice per day and am assured the problem is fixed only to be told a technician will have to go assess the problem.

The central office seems to be where the problem is, yet the next day a technician needs to go out and check the line which was already checked the day before.Desired Settlement: As a business this ongoing issue with Verizon of not being able to fix the problem needs to stop.

I need the issue fixed in the next two days.

They have already had seven days to fix the issue.

Business

Response:

We are unable to locate any account for [redacted] with Verizon using the information provided. ?

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: Verizon has changed the current line of tv stations. They have canceled [redacted] with out any notification.

Verizon has changed the current line of tv stations. They have canceled [redacted] with out any notification. I signed up and agreed to pay for their service and weather channel was part of the deal.Desired Settlement: Bring back [redacted] or I'll want to cancel and change over to other provider with out any termination fee if there is. I'm sure many customers will change.

Business

Response:

Please be advised Verizon’s contracts to carry [redacted] and [redacted] on FiOS TV expired and we decided to not renew our agreement. Verizon has launched [redacted] Network, a new channel that is available in SD, HD and on the FiOS Mobile app as of March **. We will continue to provide TV-based weather solutions with our Weather Bug “widget” application, which features hyper-local weather, free to FiOS TV customers available on channel 49 and through the Widgets button on the FiOS TV remote. Our decision allows us to provide a TV-based option with the new [redacted] Network for customers who want to continue to access weather information via FiOS TV, while helping us to manage content costs that have increased up to 30 percent over the last few years. [redacted] will bring to our FiOS customers its 50- year history of the world’s most experienced, most accurate, and trusted brand in weather news and information, used by over 1,700 TV and radio outlets. An email was sent to [redacted] March **, 2015 in response to his complaint. We trust this provides your office with the information required in this matter. Thank you, [redacted]Verizon Executive Relations

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: On February **, 2014 I moved from one house to another, following the sale and purchase of a new home. I contacted Verizon to provide Fios services at my new address. They informed we they were unable since Fios was not available in the area in which my new residence is located. The service representative explained that I would be charged $180.00 for early termination of my alleged 2 year contract. I contended that the service was not available in my new area and a package with [redacted] (as offered by the service representative) was not an equal service, as I experienced service problems with a satellite dish in the past. Additionally, I asserted that I was a customer for 4 years and was beyond the 2 year service agreement.

I was transferred to a [redacted] and told I extended the service agreement in July 2013 and would be charged the early termination agreement. I asked the [redacted] to provide evidence of said agreement. She informed me that they had a voice recording authorizing the 2 year extension in July 2013. She informed me it would be ordered from corporate headquarters and emailed to me. In April 2014, I called again and was transferred to a [redacted]. She explained that I would be charged the early termination regardless of my contentions of 1.) Verizon was unable to provide equal service to my new residence; and 2.) I, [redacted], **., did not authorize a contract extension on July **, 2013. [redacted] also indicated that she would order the voice authorization since I had not received any follow-up from my previous inquiry.

On April [redacted], 2014, [redacted] sent a voice authorization .wav file, which revealed that at no time did Verizon engage in an extension of a previous agreement with me, [redacted], **. Therefore, I contend that Verizon used unethical collection practices in an attempt to collect an early termination fee of $180.00. I attempted to call [redacted] at ###-###-#### and left a message. I have not received a call back.Desired Settlement: I would like to have my last bill adjusted, subtracting the early termination fee and reflect a remaining balance up to and including the last date of service.

Business

Response:

Per Verizon records, [redacted] advised early termination fee is sustained. Customer moved service was eligible for phone, DSL and [redacted] agreed to the 2 year contract renewal in July 2013. Customer was emailed terms of service voice agreement on 4-**-14. Again advised that his wife was authorized to make changes and agreed to 2 year contract with [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:

Following a conversation with [redacted] from the Verizon Escalations department, I have not been given a response regarding why I have been charged an early termination fee of $180.00 when:

1.) Verizon cannot provide the services agreed upon (Fios Triple Advantage) at my new residence.

2.) Verizon contends that a contract extension was authorized; however, the contract is in my name and there was no authorization of a contract extension by [redacted].

Thank you for your review of this matter.

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

Sincerely,

Business

Response:

Per Verizon records, reviewed all notes on your account, and your conversation with a Verizon [redacted] on April [redacted] 2014.

Verizon’s policy is, if the customer is under contract and moves, and does not retain Verizon services at their new location the customer is subject to the Early Termination Fee. Verizon would have been able to offer you Telephone, High Speed Internet and [redacted] at the new location.

The term of service voice agreement which was completed on July [redacted] 2013 with [redacted] was emailed to you

Verizon’s final determination is the Early Termination Fee is sustained and owed to Verizon.

Verizon position on this issue remains the same.

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 was not able to provide me with the agreed upon Fios TripleAdvantage at my new residence. The company ooffered a third party satellite provider, which was not within the service agreement. Additionally, Verizon maintains that a 2 year serve extention was authorized; however, the agreement was not authorized by me, [redacted].

Verizon continues to stand behind unethical collection practices.

Thank you for your attention to this matter.

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

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 have made 6 appointments with Verizon to get their FIOS cable buried they left on my lawn above ground. all appointments have been no shows. this has been on going for months.Desired Settlement: Bury the cable.

Business

Response:

Good morning, The wire was buried on 7/**/2015.