Verizon Communications

Verizon again contacted the customer and explained he hadreceived a $gift card Because he wasn’t entitled to anothergift card for nine months, Verizon had placed a hold on the new $card.Authorization to release the gift card was provided and the customer has beenadvised he will receive it in approximately days

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have acted in good faith as well as been patient andunderstanding, giving Verizon the benefit of the doubt and months to explainwhy they think I owe them anything at all, when the account was paid and closed in November 2012. I have talked tonumerous Verizon representatives in Financial Services who have told me theycan see my account and agree that I do not owe Verizon anything. The same representativeshave told me they can see the itemized bills from 2012. I am trying to makesense of the Verizon responder to this RevDex.com case with theresponse of “Verizon has no access to the disputed files asthey are sold”, and all the representatives I have spoken to atVerizon who indicate that they can see the past bills in the Verizon system andthat there is an issue. I am amazed of how the two entities differ in theirresponses. I am requesting the last 10 itemized bills from Verizon so that Ican see where the $1147 of charges are coming from. I have spoken to [redacted] and the only bill they appear to have is a bill fromDecember 2012 that indicates a balance forward and is not itemized to indicatewhat the charges were for. Please do not respond that the bill was sold to a thirdparty, and that Verizon has no access to the files, because I called this last weekon Monday and a representative from Verizon Financial Services confirmed thathe could see the itemized bills from November and October 2012. Please providethe last 10 itemized bills from Verizon to my account. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have not been able to make contact with them I returned their call twice leaving voicemails each time & I just emailed them with the times I am available to be contacted with a resolution I still do not have the channels I am paying for, but I am hopeful that once I speak with someone we can resolve this In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Verizon dispatched a technician on and replaced oneDVR with an HD STBThe customer stated she was satisfied

Subsequent to receipt of the complaint, I reviewedthe account A $payment that wasreceived by Verizon Wireless was transferred to [redacted] ’s Verizonaccount The payment is noted asinitially received January**, Inaccordance with our earlier discussion, I authorized a Verizon FinancialServices representative to issue a $late payment fee for the past threemonths and totaling $to the account Consequently, subsequent to application of the$transferred payment and the $late payment fee adjustment, thebalance owing now stands at $334.83.I contacted [redacted] yesterday, March**, 2015,and relayed the above information to himI advised him that the other disputed payment for $had not yet beentransferred by Verizon Wireless to his Verizon account [redacted] asked if he could simply repaythe balance along with his current billI advised him that would be fine and suggested he contact Verizon’sFinancial Services of his intended payment arrangements [redacted] thanked me for thecallback Tell us why here

The customer was given total credit of $on 2/ [redacted] & 2/ [redacted] for difference in bundle chargeCredit of $was given on 2/ [redacted] for activation feeCredit of $was given on 3/ [redacted] for router chargeAll credits have been appliedThe customer disconnected service on 3/*/ [redacted]

Please be advised Verizon records show the promotion in September was not for either a gift card or the voucher for the tablet, but instead for a monthly discount of $for months on the Quantum TV or the gift card The order was placed with the monthly discount and not the gift card The voucher for the tablet was available with either choice I made multiple attempts to reach [redacted] with no avail I have sent the attached letter of my findings We trust this provides your office with the information required in this matterThank you, [redacted] Verizon Executive Relations

Revdex.com: 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: Per my original complaint, the debt that was sent to the third party collection agency was sent illegitimately by VerizonThe (3) three pieces of equipment that Verizon is charging me for was returned to the Verizon store back on 11-**-at the time of my disconnectionI have attached the original receipt showing the return of the equipmentI also paid $that same month to clear my account with them, as stated in my original complaintI have spoken to several representatives at Verizon to resolve this situation and they have stated that they see the equipment was returned and that a payment of $was made back in November We did call the third part collection agency [redacted] and they said that they would need a letter from Verizon stating this debt was taken care of or we would have to make arrangements with them to pay off the debtI have stated all of this in my original complaintWe would like Verizon to clear the debt that was sold to the third party collection agency in error and for Verizon to clear this debt off of my credit report which should never have been reported In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] Thank you for referring this case of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionJanuary **, Verizon spoke with [redacted] acknowledging her concernsThe payment got declined for incorrect informationentered to process the payment (either card number, CVV code or expiration date)Verizon conferenced [redacted] with [redacted] on the line and it was determined no error was found on their end As a courtesy Verizon agreed to lift the restriction so that [redacted] can use [redacted] as a payment method via online auto pay; which she confirmed she was able to enroll in auto payWe apologize for any inconvenience this may have causedWe trust this information will assist you in closing this case [redacted]

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

Internet issue was resolved same dayAccount was not shut off for non-payment, last time it was suspended for non payment since last SeptemberAll our systems show DSL working

Verizon contacted the customer and noted that he hadreturned the DSL router within the day window but he had never receivedcredit for itVerizon issued credit of $for the DSL equipment and a latepayment fee and took the customer’s payment over the phone for the remaining balanceof $ The account has been withdrawn from collection, and the creditreport deletion has been requestedIt will take up to days for the creditreporting agencies to update their records

On April **, 2014 the customer spoke with a representative and rebundled the services. On May **, the customer disconnected the services. Payments were received in April & May; however there was a balance. The customer's account was credited for the pro-rated charges and there was a... remaining balance. It was confirmed that the customer returned the equipment and the account was credited for the Unreturned Equipment Charges on August **, 2014. The customer did not qualify for the $300.00 Gift card as he was an existing customer. The account was recalled from the Outside Collection Agency . We spoke with the customer on March **, 2015 regarding the balance which the customer stated they will pay accordingly.

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I cannot operate a business with 7 Mbps DSL internet speed. I am unable to utilize any other service provider and I will be filing a complaint with the FTC. Verizon FIOS is in the area and if no other carrier is allowed in, then they need to service the local businesses. Thanks for your response, too bad its not a solution! In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

Revdex.com: 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:So Verizon is saying that "no repair is required" because I disconnected the serviceBut what is left out of this is WHY I had the service disconnectedIt is because they called me after I filed my Revdex.com complaint to set up a repair appointment and then did not show upI can't just keep taking time away from work to wait for no-show appointmentsEven a Revdex.com complaint didn't seem to help resolve this irresponsibilityMy complaint was not just a lack of service but a continuing failure to honor appointments to fix itThis never changed.So I had no choice but to give up my phone line and switch services to [redacted] *** instead of VerzionI should add that [redacted] did show up for the appointment that was scheduled to hook up my service with them.Therefore my complain was never resolved by VerzionThey never showed up when appointments were made.In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

According to our records the customer was advised back in may of sept restoralEach call, they were advising of something different A representative issued adjustments in the past We have issued a credit for vacation sus fee billed on jan bill as per note on 1- [redacted] that they didnt want the account on vacation sus was issued 3-**- We were not provided a working tn to contact customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I would like to reopen this caseI was not able to answer to Revdex.com earlier due to Verizon verbally discussed about itWe made a conclusion that my TV service will be terminated without termination fee since I continue with the Internet servicseHowever, they are applying termination fee on my bill this month. This is not acceptable.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

A Verizon technician repaired the service on 1/**/15. The technician replaced the Optical Network Terminal (ONT) and confirmed working
service with *** ***

I spoke with *** *** and reviewed his complaint*** *** advised me that when he placed his order he was promised a $gift cardAs a resolution to this complaint Verizon will apply a $per month credit to the account for the next monthsVerizon will also apply a $adjustment to the
account to make up for the $gift card*** *** agreed to this resolution

We spoke with *** *** and explained her Aug bill was due 9/*Balance owed was $Her service was susp 10/** for non-paymentShe paid $on 10/** which restored the serviceThe restoral charge was billed for $*** *** stated she wasn't paying the charge and hung upThe
charge is correctly billed and sustained