Verizon Communications

Review: On March [redacted], I had Verizon Fios installed at my home. The installation was successful and the technician was informative and helpful. I was told that another Verizon tech would be coming out within ten days to bury the cable. I was concerned about having this completed as promptly as possible as the cable is running over my yard and onto my next door neighbor's property as well. After about two weeks, I hadn't heard anything from Verizon as to when this would be completed so I called the Customer Service Line. I was told that the tech visit had never been scheduled so I scheduled a time and date to have this done. I stayed home during the four hour window but never received a visit from the Verizon Tech. When I called to find out what happened, I was transferred to several different departments. The last customer service representative I spoke with informed me that someone from the proper department would call me back with regards to scheduling another visit. I never received the call. I called again to reschedule the tech visit. I was given the date of April [redacted] from a window of 8 a.m. to 12 p.m. Again I stayed home and waited for the tech, but no one arrived. I called several times throughout my waiting window to find out if the tech was planning to arrive and was unable to get any answers as to why the tech did not come other than the tech was overbooked. Several departments were unaware that I even had an appointment. This is unacceptable as it has greatly infringed upon my time. Verizon's policy is that the cable is to be buried within ten days and it has now been a month. I have infringed upon my neighbor's comfort levels as well as there is an exposed cable running across their property. Thankfully, I still have service but it is a huge issue to both myself and my neighbor as I have had to delay cutting my front yard grass due to the markings left by [redacted] (who marks the underground lines for my area). I need to have this resolved as quickly as possible.Desired Settlement: I would like to have this resolved as quickly as possible and some type of billing adjustment for the inconvenience of having to deal with this issue for the past month with no type of explanation from Verizon.

Business

Response:

A crew was sent to the customer's location on April **, 2016 and buried the cable. Another crew was dispatched on May *, 2016 to complete the cutover. The customer was satisfied.

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: it began with some rep, changing around my account with false contracts disconnecting my long distance service without me asking them to do so, and today while I thought that its under control already . one of their rep, changed my billing address in a retaliation for giving a poor feedback on the automated machine , I've gotten few calls today stating to confirm my change of address which I never did, it seems the more i'm trying to resolve this someone on the other end is trying to harass and enter false info onto my account ,I've been with Verizon about 2 decades this had turned into a nightmare , Its a shame that they are able to dominate and intimidate you for no reason,everything is black and white, I spoke to 3 or 4 customer service rep's today trying to resolve this matter , its just getting worse by the minute,they refused to issue my credit of $101.33 that they've send me a statement onto my charge cause one department has nothing to do with financial dept, they told me, its insane to let these tugs harass society

Business

Response:

The funds in the amount of $101.38 was creditdeposited back into [redacted] account as of 09/**/13.

Review: In 2012 I entered into a triple play bundle contract with verizon fios. In january 2014 I was notified via email that my contract would expire soon and to renew. I checked online and saw that my contract was available to renew for the same services at the same price. I had a live chat with Priam on myverizon.com who assured me that I would be getting the same package for the same price and not to worry. I have a copy or this conversation. I had to make a phone call to verizon to correct an error with my address that I have been trying to correct for the past 2 years so I thought that since it was time to renew the contract, they would hopefully to be able to do both for me. When I called, customer service quoted me at $15 higher a month than the Internet price. The customer service representative then told me that there are better deals online and I should place my renewal order online. I then told him I would book online which I did while I was on the phone with him. I have a copy of this receipt every step of the order. He still had to correct my address which he did but I suspect he also placed an order for $114.99 even though I told him I wuld do it online. I have confirmation numbers for both the address change and the contract renewal. I then logged into my account to make sure everything was correct and saw that my account had a notification of a "downgrade" and $15 credits expiring 2/*. This didn't make sense because the order I placed online was for $99.99 a month, not $114.99 a month. I then had a live chat with [redacted] who told me that my order was for $114.99. I explained to her that I had proof of my order and she told me to save it and as long as I have that then they will honor it but to wait for my first bill. I didn't want to wait until my first bill because it says you only have 30 days to edit your contract. I called Verizon and what proceeded to happen is disgraceful. I spent 2 hours on the phone being transferred to multiple people who could not help me. They insisted that I was mistaken and didn't care about my proof. This is disgusting. I was then offered a $20 credit for 12 months and after that my bill would go up by $15 a month. That's still not what I signed up for. I want the order I placed. The same exact package I had for the same price $99.99 a month for 24 months.Desired Settlement: I want my new contract to be $99.99 a month for 24 months as I have stated on my receipt.

Business

Response:

Verizon received copy of fax showing customer price for 2 yrs is 99.99. It did not mention anywhere that her discounts are coming off. We will honor price for 2 yrs since customer has proof. We called and advised she is already getting price for 12 months in the system so we will issue her credit for $180.00 which is $15 x 12 months now but must know that once price goes up in 12 months, no other credit will be issued. Customer is satisfied. This case is closed.

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: 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: On October [redacted], I called Verizon to seek assistance with accessing the internet. I was on the phone with a Verizon representative from outside of the U.S. for more than 45 minutes to no avail.

The representative grew overwhelmed as she realized she was unable to help me and abruptly said she had to end the call. I immediately asked for a U.S. representative due to the language barrier and still with no resolution. After which I was placed on hold for a while before I was transferred to another representative. That representative was unable to resolve my problem but he did agree to arrange for a technician to come out to my house on November [redacted], however, they never showed up.

At which point I called Verizon again and asked for a U.S. representative. That representative told me that there was no appointment indicated in the records but he was very willing to help resolve the issue I had been experiencing. He stayed on the phone with me to find out why I am unable to access Internet Explorer. It did appear that he resolved the partially to where I could access the internet but as time has revealed it was only temporary.

Unfortunately, I have been without my service on and off since October [redacted]. As a result I have been unable to work as my schedule requires. I am disappointed because this has been a reoccurring issue with my internet services from Verizon and I have constantly received unskilled technicians to resolve my computer issues and to do so the first time.

I look forward to your reply and a resolution to my problem. Please contact me at the above address or by phone at ###-###-#### or ###-###-####.Desired Settlement: To resolve the problem, I would appreciate an experienced technician to come out to my house, at no charge, to resolve the issue definitely; to have Verizon credit my account for non-service and lost wages, and to provide me with a free year of McAfee security service for which I just enrolled through Verizon.

Business

Response:

Upon receipt and contact with the customer, Iforwarded [redacted]’s concerns to our Verizon Online Technical support team forassistance. After speaking to the customer,it was determined that the customer had malware/virus that prevented her fromgetting online. The customer advised hadassistance in getting the virus removed and now subscribes to Verizon SecurityAgent to prevent future problems. I also authorized the billing office to issue aone-month out-of-service credit for $19.83 to the account.

Review: I have a [redacted] BUNDLE WITH VERIZON HOME PHONE AND INTERNET. VERIZON HAS NOT LIVED UP TO THE ADVERTISEMENT A STAYED ON TV, PROVIDING SUBSTANDARD SERVICE FROM THE BEGINNING. SERVICE FROM VERIZON ESS CONNECTED LATE AND NEVER DID WORK PROPERLY FROM THE START... THEY DIDN'T EVEN PROVIDE THE MINIMUM 2Mbps [redacted] TRIED FOR ON DEMAND VIEWING. SINCE THE BEGINNING IT ND BEEN S NIGHTMARE, REQUIRING CONSTANT CONTACT TO VERIZON FOR A BASIC SERVICE WHICH IS STILL INTERMITTENT AT BEST CAUSING DIFFICULTY IN VIEWING AMONG WI-FI CONNECTIONS. DIRETV HAD TRIED TO DO WHAT THEY CAN BUY WITHOUT VERIZON SUPPORT SERVICE CAN BE USELESS AT TIMES SMS I CAN'T EVEN CHECK MY BANK STATEMENTS ON LINE IT SOCIAL MEDIA BECAUSE OF THE SLOW INCONSISTENT UPLOAD AND FOSSILS SPEED AVERAGING ABOUT 1Mbps DOWNLOAD. And 700Kbps UPLOAD.. Now. VERIZON HAD SENT A BILL OF $281 With FALSE CHARGES FOR MAINTENANCE WHICH I CANCELED TWICE A START. $99 AND OTHER CHARGES I Am UNFAMILIAR WITH. TWO BILLS FROM TWO COMPANIES RISKING ABOUT $400 WHICH IS 2.5 TIMES THE QUOTE I ESS GIVEN FOR THE BUNDLE...THIS IS AFFECTING MY [redacted] HEALTH WHICH I AM [redacted]...VERIZON IS PUSHING CONSTANT STRESS ON ME FROM DAY TO DAY....I CALL AND TWEET [redacted] THEY CONSTANT BUY IF ANYTHING I'D DON'T IT'S ONLY TEMPORARY...I NEED YOUR HELP TO RESOLVE THIS MATTER FOR I AM STUCK ON S TWO YEAR CONTRACT THAT WILL COST MR AT LEAST $480 To DISSOLVE. VERIZON NEEDS TO BE HELD ACCOUNTABLE FOR THEIR MISTAKES AND INACTION AND GOT MISLEADING ADVERTISING AND BROKEN PROMISES. THEY WANT ME TO PAY FOR MORE SPEED WHEN THEY SHOULD HAVE PROVIDED A SPEED THAT SUPPORTS [redacted] ON DEMAND AND THE INTERNET AND WI-FI...I'VE EVEN HAD FALSE INFORMATION GIVEN TO ME AND ESS HUNG UP ON...HELP.Desired Settlement: BILL CORRECTED TO THE PROPER AMOUNT...TO TAKE OFF THE MAINTENANCE CHARGES. THE CHARGES FOR THE TIME THE SERVICE WAS NOT WORKING AND NOT WORKING AS PROMISED CAUSING NON SLOW WIREDLESS AND VIEWING WITH [redacted] ON DEMAND. IF NOT THAT. I NEED TO GET OUT OF THIS CONTRACT WITH NO PENALTIES ADDED. TO FREE MR OF THE BURDEN OF MR HAVING TO CONSTANT CALL VERIZON SUPPORT TO FIX PROBLEMS ASSOCIATED WITH VERIZON....THIS IS A LAND LINE PHONE WITH INTERNET AND WI [redacted] BUNDLE DSL #[redacted] VERIZON

Business

Response:

Good afternoon, Claimant called in on 11/**/2014 and spoke with a Verizon Rep at 11:28am who issued the requested credits on the account for time out of service. Claimant accepted the adjustments.

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 The credit issued does not compensate for SERVICE NOT provided . Still large basis and no service at all. They tell me that will provide 5Mbps but then say line will not sorry EXTRA DAYS SPEED. WILL NOT KNOW ANYTHING UNTIL THE END OF THE FIRST WEEK OF DECEMBER BECAUSE THAT'S WHAT THEY ARE REQUESTING.. VERIZON HAS BEEN GIVEN EVERY OPPORTUNITY BUT IF WHAT THEY PROVIDE WILL NOT SUPPORT DATA LOAD AND LOSS PRICE ADJUSTMENTS MUST BE MADE TO COMPENSATE FOR SIGNAL LOSS AND SENIORS NOT OR INACCURATELY PROVIDED. THAT'S WHY I HAVE REQUEST AN OTHERS LIST OF DEVICES , SERVICES , COST FOR A AVERAGE MONTHLY DIERYV + VERIZON BUNDLE, SPECIFYING THE SPEED THEY WILL PROVIDE FOR INTERNET, WI-FI ON DEMANDING VIEWING AND STEAMING.I NEED THIS INFORMATION TO MAKE A FINAL DECISION. THEY ARE NOT TELLING YOU EVERYTHING JUST LIKE THEY DIDN'T TELL ME EMAILS FORWARDING AND ANSWERED. YOUR HELP I'D GREATLY APPRECIATED AND NEEDED DO THIS WILL NOT HAPPEN TO ANOTHER UNSUSPECTING AND UNIFORMED CONSUMER.HAPPY THANKSGIVING DAY!!!!! :-)

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

Sincerely,

Business

Response:

Good morning, I have been unable to get in contact with the claimant. Also, it is very difficult to understand what it is that the claimant is looking for. Per notes from the previous response, credit was added for the time spent out of service and for the repair charges. Also, the claimant confirmed his speed was at 4.9 mbps down and .49 mbps up, claimant was also made aware that it would be unstable at 5 mbps and the claimant stated he was fine with keeping it at 4.9. All issues have been addressed and credits issued. I will be sending the claimant a letter with my contact information so the claimant may contact me.

Review: On Nov. ** I called Verizon to install service into my home. I called back 15-20 mins later to cancel because [redacted] offered a faster installation date. I was assured that my order was canceled and my account would not be charged for the deposit. On Monday my account was charged by Verizon and I called to inform them of the charge. I was informed that it would take up to 7 business days for the funds to be returned back to my account. On the 7th business day I called and informed Verizon that the funds had not been put back and after 2 hrs of being trans. back from different departments, Verizon solution was to do the cancellation order again just in case the 1st cancellation did not go through. It is going on 3 weeks that Verizon has taken funds out of my account and now can not seem to find out where my money went or have no documentation on their end of my order or the amount received, however I do have the bank statements to prove the funds were taken out after the order was indeed cancelled. order # [redacted]Desired Settlement: I want my money put back in my account in the same speed they took it out of. I should not have to wait a period of 7 business days when Verizon took the funds the same day after I canceled the order!

Business

Response:

Verizon's Customer Service Escalation team representative reviewed [redacted]'s account. An attempt was made to return the deposit to [redacted]'s card, however it failed. A refund check was processed on 12/**/14. [redacted] should receive the refund check in 7 - 10 business days. This information was provided to [redacted].We trust this information will help to resolve [redacted]'s concerns.

Review: Verizon practiced a bait and switch. I signed up for the $99.99 monthly package with FiOS. The enrollment representative did explain that the charges would be higher the first month, but thereafter the monthly estimated charge would be about $128. I just received a bill from Verizon for more than $190.

In addition, the Verizon representatives did not disclose or explain that DVR service is extra and is an "optional" service for more money.Desired Settlement: I want to pay the advertised rate, plus taxes and fees as advertised, not nearly twice the advertised rate!

Business

Response:

A review of [redacted]'s account confirms her bill matchesthe email confirmation she received. TheTriple Play is $99.99 and with boxes, taxes and surcharges a regular bill willbe approx. $128.00 but this is the first bill it contains prorated charges aswell as activation fee(s) which brought the bill to $164.00. On January *, 2015, our billingrepresentative spoke with [redacted] and apologized for the rude treatmentshe expressed receiving during her December **, 2014 contact and explained ourbill and the various Set Top Box options available. In addition, ourrepresentative explained that the DVR service does not come standard with ourTelevision. Our representative quotedpricing for a single DVR and as she was not sure if she wanted to change, shehas our representative’s number in the event she wishes to make a change in thefuture. [redacted] was satisfied andthere are no further issues at this time.

Review: on january**, 2015 I was too renew my contract by the next day the[redacted]..So I called customer service to assist me with the renewal and suggest that I go on their website to renew.So I did and was giving me a renewal offer of an upgrade on internet speed and keep my same package and price of $79.99..great!!renewed and gave me an order number #[redacted] per my 2 year renewal contract..[redacted] I get call from a verizon representative that the order was cancelled..HUH!! so she tried verified my info and tried to get the same package that was offered on the internet, but no luck..They wanted me to try again on the internet or pay $99 for a less package...Tried and no luck..states on my account that my contract is expired so I guess no more discounts can be given for not renewing.. I get a call today [redacted], 2015 again from another representative, that my order was cancelled for no apparent reason..I demanded to speak to a supervisor, transferred to a [redacted] and same thing..no knowledge of what happened to my renewal or order.Here's my complaint as I told [redacted] that on [redacted], 2015 I clearly chose the $79.99 package that was offered online and aggreed to a 2 year renewal contract as I honored theirs for 2 years..Desired Settlement: I'll I wanted was for Verizon to honor the contract that I had renewed for the price of $79.99 and with a internet upgrade speed..Not my fault they have no control over internet pricing and advertising..thats what the representatives quoted..

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted]initiated a service order through Verizon.com to renew their bundle at $79.99.Unfortunately, due to a system issue the order did not provision. A Verizonrepresentative attempted to resubmit the online order, however could notduplicate the online offer rate. As a resolution to the complaint, $10 discount for24 months has been added to the account. The triple play bundle is now bills at$79.99 before taxes/surcharges and additional services. A one-time $25 courtesycredit was also issued as an appreciation for continued service. This information has been provided to [redacted] and he is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, [redacted]###-###-#### EXT

Review: On December**, 2014 I went to the Verizon store located on [redacted] to pay my cell phone bill. As I was exiting the store I was approached by a Verizon FIOS representative by the name of [redacted], He was very precedent on talking with me about a FIOS package offer. I told him I had lost my job so I was looking on reducing my monthly bills. he continue to try to convince me I would save money by switching from [redacted] to FIOS. After the break down his offer to me was a Select HD package, Triple play offer-TV, Home phone, Computer, all premium channels, No installation charges , free tablet ,and a four hundred credit card. His quote to me was my bill after taxes would come out to $83.00 a month so I was happy because it would save me money. I asked him again so when I get my bill it is going to say $83.00 right? and he said yes..On January**, 2015 Fios was installed in my home, three weeks later I received a bill from Verizon for $192.87 I was in total disbelief and proceeded to call customer service who then told me I would have to pay the amount of $192.87 for the next three months. I then called the person who took my order [redacted] and he responded by saying it has to be a mistake and he was going to shoot his supervisor and email and he get back to me. I waited all day no one contacted me so I decided to give them until [redacted] February *, 2015 . I called the Representative [redacted] again on [redacted] Feb *,2015 and asked him what happen no one called me back to handle this matter, he promise he called me right back he never did,at this point I felt I was mislead and was being given the run around. I proceeded to call once again representative [redacted] and told him I was pretty upset because no one calls me back, once again he told me he was sorry he would speak with his manager once they arrive. At this point I had no choice but to cancel the FIOS services for I would not be able to afford it not having a job as I told the FIOS Rep. [redacted] at the time of this transaction.. finally that same afternoon someone call me back and she made me feel as if this whole error was my fault proceeded to tell me if I cancel my services with FIOS I will be charged a cancellation fee on top of the $192.87 already billed to me...Desired Settlement: I would like for all chargers/ cancellation fees being billed to me for this false misleading offer made to me by the Fios Representative be Waived, I would further appreciate a letter of apology by Verizon Fios official for all the aggravation stress caused to me and the unprofessionalism by their staff on the handling of this matter and misleading the public with false information and offers...

Business

Response:

Our investigation determined we sent confirming email to customer on 12/**/14 withthe terms of the agreement and confirming the installation charges. The offer accepted did not include free moviepackage or a gift card. This offer would have involved a higher monthly rate.We contacted the customer to apologize for any confusion and agreed to creditcharges for the movie package (only added when our technician incorrectlyinformed her that it was included in the offer). We also agreed to waive theearly termination fees. Customer is aware we need to follow up for the finalbill to render and will then adjust the fee.

Consumer

Response:

I disagree with the response by Verizon. On my conversation with [redacted] when she called me on 2/**/15 I told her I never read any email sent to me by [redacted] with the offer he made to me on 12/**/14. As I mention on my first complaint [redacted] offered me the following. HD select Package , All premium Movie Channels, a four hundred dollar credit card, and a free Tablet with my order and he also said I was not going to be charged and installation fee which I forgot to mention on my first complaint, I am addressing it now because in the conversation with [redacted] she inform me [redacted] had no authorization not to charge an installation fee's for orders placed.. By the looks of my situation [redacted] did not have authorization to make many offers in which he did . I mention several times to [redacted] of my unemployment Status, I was trying to reduce my monthly bills not increase them "common sense" I would have never agree to any agreement in which I would have to pay so much more money.. On 2/*/15 I had no choice but to cancel my Fios service which I was told by customer service my cancellation would be noted on 2/**/15 I could not understand why. This whole unfortunate situation has caused me much stress on top of the stress I am already dealing with being unemployed, therefore I should not be held responsible for any chargers due to the False information giving to me at the time of this transaction..

Business

Response:

We offered to resend the order confirmation email sent on 12/**/14 prior to theprovisioning of service which confirmed the details of the offer accepted. The emailconfirmed the due date, pricing and promotions to ensure of no misunderstandingbefore the service is installed. The order called for a Triple Play with FiOS digital voice, preferred HD with 50 Mdata for $69.00, 1 set- top box at $7.99, router rental at $6.99 for a total of$83.98 before taxes/surcharges and with taxes and surcharges total of $104.56 per month. These rates included a monthly credit of $40.99 for 2 years and qualified for thetablet promotion according to the order. The email confirmed the one -time charges of $69.99 for internet activation over 3monthly installments. The $79.99 installation charges were waived. The customer had service with us from 1/**/15 to 2/*/15 and is responsible for thecharges for the service for that time period. Aspreviously confirmed, we did waive the early termination fee and charges for amovie package provided after the installation.

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: 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: About two weeks when a Verizon Fios worker was replacing my cable wire in the front yard, they ended up cutting my sprinkler system. As a result of the broken line, the front of my yard is swampy and overcome with water. Additionally, the box that holds the cable wires is not bolted down and is full of water. My neighbor has tripped on this hazard at least three times. I first reported the problem to Verizon on Sunday April [redacted] and the first customer service representative reported that a technical contact would call me back within 4 -6 hours to help resolve the issue. I never received a call back.I have since called Verizon Fios over eight times and each time customer service representatives promise that a technical contact would call me within 24 hours to help resolve the issue. I have also been told disparate information ranging from call back time to being provided a different number that was actually a sex line.I am extremely frustrated with this service; every time I call this service I am on the phone for at least an hour.

Product_Or_Service: Phone, internet and tvDesired Settlement: DesiredSettlementID: Replacement

I want Verizon to schedule a fix to this problem as soon as possible. I do not know why I have to call over and over again and then the issue is not getting resolved. I also want an apology and to a refund for the hours that I have wasted calling your the help line.

Business

Response:

According to our records, [redacted] completed the sprinkler repairs. In addition, on May **, 2015 our technician replaced the terminal box. On May **, 2015 I spoke with [redacted] and she confirmed the issue was resolved. During this contact, [redacted] expressed concern about her experience when attempting to resolve this issue prior to filing her complaint. I apologized to [redacted] and advised that this matter would be addressed internally. We trust that this information will assist you in closing this complaint. We apologize for any unprofessional treatment and any inconvenience [redacted] may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at 1/###-###-#### EXT [redacted]. Sincerely, [redacted]Executive Customer Relations

Review: Verizon have been pushing FIOS and their packages for many months. I finally agreed to switch to a two-year contract on a triple play package because they convinced me that the price was about what I was paying and the confirming email ORDER NUMBER: [redacted] on 11/**/2014 showed billing estimate for $82.99 ($64.99 triple play, $7.99 TV equipment package and $10.01 Taxes, Fees and Other Verizon Charges). However, in the short time I have had this package, the fees keep increasing and the TV equipment package increased so that my current bill 5/**/15 is $94.27. Consider that my bill on 5/**/14 was about $59 ($35 less in 2014) and an increase of $11/month due to Verizon charges from the initial estimate given to me on 11/**/14.

How is that possible that I am paying $35/month more than one year ago? Also, this will likely go up because if Verizon increased its charges by $11 in 5 months, at that rate over the two year period, the entire bill will increase by about $44/month!

I am protesting because when I signed up, it was my impression that the amount I would be paying would not be very different from my original contract AND that there would be no increases during the period of contract. Now, I learn that Verizon increases its fees about 10% every 4 months and these "fees" are hidden and not made clear to the customer. I am going to do my best to advertise Verizon deceptiveness in their advertising and to tell all who I can about this fraud on consumer trust.

When I spoke to a supervisor 5/*/15, they flat out told me that Verizon can increase their "fees" and "charges" in that 2 year period and they are not doing anything "wrong". To me that is flat out deception.Desired Settlement: A cheaper monthly bill. I do not even make that much use of the phone or TV, so I feel especially cheated.

Business

Response:

Our billing rep spoke with the customer today. We explained all of our plans and unfortunately there is nothing lower available and no way to change the taxes. Case closed.

Review: We have a plan with [redacted] and Verizon. We've started getting billed over $200 for tv and internet. When I contact [redacted] they tell me to call Verizon, and when I call Verizon they tell me to contact [redacted]. No one will answer my question regarding my bill. The only answer I'm given is they're tax and fees. I was also hung up by the representative at Verizon. I have a printout of my bill and I asked for them to explain the charges and they were unable to do so. I'm being charged $40 for my home phone, $70 for tv and $70 for the internet. Before we started with this service we were told our bill would be approximately $126 and the price would not go up for the duration of our contract. The amount we're being charged now is something we definitely did not agree to. We did not want anything fancy, we're being charged for fios internet, which we stated we did not, the price of what they're charging for the home phone is no where near that. [redacted] refuses to help me. I feel I am being ripped off, and as for both of their customer services departments they are extremely rude and not helpful.Desired Settlement: DesiredSettlementID: Refund

We've been overcharged $51 a month for the last year, and as far as the last two bills we've been overcharged $178. As I'm typing this I was just hung up on by a Verizon customer service rep who states her name is Sunshine. I have my doubts that we will get a refund, even though I feel we are due one. I've had nothing but problems with Verizon and [redacted] and I'm really tired of fighting them every month and I get no where. I greatly appreciate your help with this

Business

Response:

Upon receipt of this complaint [redacted] spoke with [redacted] and advised the following regarding his billing concerns. * explained his first year had included $35.00 in monthly discounts that are now expired. * let him know the details of the promotion were disclosed in the confirmation letter we sent right after his order was placed. * He decided to remove the [redacted] PROTECTION PLAN. * We also started a new $5.00 discount for the next 12 months. * With the changes made the [redacted] services are now $87.99, per month, before tax

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 email is in regards to my complaint against Verizon/[redacted]. This issue has not been resolved. We were not advised of any discount that expired, nor were we given any notice. My parents have the same EXACT plan and their bill has been consistently $126. Our bill started out with that amount and continued to creep up to $177. Two months ago our bill was $215. We also requested twice that we no longer wanted the amount taken directly out of our account and want a bill sent out in the mail. They didn't listen and it was taken electronically. Now I received an email stating our bill is $219. Verizon/[redacted] is unable to tell my why. If they can't tell me why they have no business taking our money. How can you charge somebody for something that they can't even explain as to why. It's bad enough they're charging us $215, now they raised it to $219...They won't/can't even tell us why. Both compaines are ripping off their customers and they're getting away with it. I really would appreciate some help.Thank you,[redacted]

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

Sincerely,

Business

Response:

Again upon receipt of this complaint we made multiple attempts to contact [redacted]; leaving messages. He has not returned any of our calls. If he is still interested in having his concerns addressed he can call us directly [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:

Verizon and [redacted] have told nothing but lies...no one has reached out to my regarding my complaint.

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

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.

Review: I requested that Verizon disconnect my cable, phone and wireless services for termination of their services in June 2015. I wasn't satisfied with their service and decided to return to my old service provider for the cable, phone and wireless service in June 2015. Verizon was supposed to terminate my service and end my billing cycle once I returned all their equipment in which I did in June 2015. I did so promptly with the postal mailing material they sent me. I had a new service provider by June 2015 and already disconnected their equipment to replace them with the equipment of the current service of other company.

Verizon has continued to bill me from June 2015 up to the present. I have called on numerous occasions to resolve the problem/issue but they refuse to close my account and provide me with an early termination bill so that my current service company can pay the bill. They continue to tell me that they will be issuing/mailing the early termination to me but all I continue to receive is a regular monthly bill, as if, I am a current customer when I haven't been since June 2015.Desired Settlement: I want my all services with Verizon Terminated and for them to stop billing monthly for services I haven't utilized since June 2015.

Thank you.

Business

Response:

Spoke with [redacted] to review final bill balance which includes credit for monthly recurring charges of fios services from date of suspension 7/**/15 to date billed in advance 8/**/15 plus $170.00 ETF. Customer requested copy of August bill showing ETF charge to get reimbursed from new cable carrier. Confirm balance due as of today, which included recent $100.00 payment on 9/**/15, of $302.09. Ok to close per [redacted].

Review: We were looking to change our package and lower our bill since we no longer needed the package so when we call to see what else we can get the lady told my husbands that she can help so she took the tv off and said that the bill will be 109.00 so my husbands told me and I told him we wasn't saving that's only $9.00 dollar so I told him we might as well keep what we have so my husbands already told me that's what he did, but my husbands didn't tell me that it would have taken 3 day for the service to be back on until my daughter was trying to watch tv the next day that's when I found out from my husbands so I call the company because it should have been on the same day that's when they try to make us do a two years agreement with them and I didn't understand why I just couldn't have the same plan before that's when she told me that once we change our plan we wouldn't no longer get it unless we do the two years, and I said the lady should have told my husbands that if we change our package we no longer would get the deal and I said she didn't do her job right because you should always tell your customer what is going on and what will happened that should have been discusses with us so I ask to talk with the supervisor then I was on hold for 20mins. then she said to me that they will honor it so I that that everything was alright until we did the price and the price wasn't the same so she said hold on I was on hold for 45mins.then I didn't hear nothing so I call back and ask to talk with the supervisor so they ask me was there anything they can do I say no that I want to talk with the supervisor but they still was like we can help so I explain what was going on they said sorry to hear that let me take a look at it was on hold for 30mins. so they said I was charge for reconnect fee and the box I said what are you talking about what fees and boxes I don't have any new boxes and when my husbands call he call right back within a few mins. the lady nobody didn't say anything to us about that so he put me on hold again then I didn't hear nothing so that's when I noticed they was hanging up on once they put we on hold that day I was off work I spent the hole day with them back and forth so finally I got hold to a supervisor so he said that he was going to take a look at everything told me be patient with him so I was once he look at everything he was very apologue and stated that I should have come to him I said I was I could have I wouldn't had to spend my off day on the phone for 8hour. so he said that I would not have to worry that he took care of everything and that I just keep paying my bill the same price which that was 121.89 next month came and I'm still having problem and still to this day It's been 3months and still having problem.Desired Settlement: change how things are handle and stop going on with this problem I want it fix for good

Business

Response:

Please be advised Verizon records show the account was not being billed the correct bundle rate. A correction was submitted November *, 2015 and we will follow up on the November statement to confirm the account is now billing correctly. We have issued credits to correct rates billed for the August and September and advised the new balance due is $87.09. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations

Review: Online system Unable to verify my identity. Vent to Woodbridge retail store. Employee of the store sent me ling to submit passport and photo. Submitted immediately. Called 10 min later - "we received, processing, please call back in 15 min". In 20 min call "we did not received anything". In 30 min - call by retail store employee "we received, processing - call back in 10 min". in 1 hours " we received, processing, will take 2 hours we will call you back".

That was on November [redacted], 2015. No one ever call me back. Today November [redacted] I called them back and they DID NOT RECEIVED NOTHING. "[redacted]" even 3 different employee keep saying they got it 2 days ago. No one willing or able to help including very polite and considered retail store employee who simply said that even tho he have my ID in his hands he cant do nothing to help Verizon to verify my identity except keep calling and waiting. Wasted 5 hour on my live on simple ID verification procedure and still have no result.Desired Settlement: Verification ID, confirming the order, installation of internet to my house and apologies for lying and wasting my time.

Business

Response:

The order number provided could not be found. We will need to speak with [redacted] in order to look further into this concern. Several attempts were made to reach the customer without success and a call me letter was mailed