Verizon Online/Fios/DSL Services for Metro Washington DC

Review: I AM MOVING NOVEMBER 19 AND TRIED TO SET A DISCONNECT DATE. THEY TOLD ME IF I WANED TO KEEP MY VERIZON EMAIL I WOULD HAVE TO GO ON LINE AND AGREE TO A FEE. AFTER SPENDING ABOUT 1 1/2 HOURS I CALLED ###-###-#### AND WAS TOLD THEY HAD A SOFTWARE PROBLEM THAT WAS BEING FIXED - MAYBE BY THE END OF THE WEEK, BUT NO PROMISES. THEY TOLD ME TO KEEP TRYING. I'm RUNNING SHORT ON TIME.Desired Settlement: I THINK SOMEONE SHOULD STAY ON THE PHONE WITH ME AND HELP ME THROUGH THE PROCESS.

Business

Response:

Verizon contacted **. [redacted] and assisted with completion of the email conversion process. The representative informed Verizon will follow-up on November 21, 2013 to make certain **. [redacted] is able to retreive his email once the move is complete.

Review: I am a new customer with Verizon Fios. I received a quote from a sales representative over the phone and he indicated this information would be confirmed via email. The package would provide me with a monthly rate of $141.95 for 1 year and $151.95 for the 2nd year for cable, phone, and internet services. I asked him via phone to confirm both year 1 and year 2 fees before taxes and he did. Once I received the email- in order to confirm the monthly amount, it does not clearly or directly display year 2 costs, so after doing the math, I realized the year 2 cost was at $165 rather than $151 that he had indicated. I called Verizon backed about 30 mins after I spoke to him and they told me they have no tracking of this information and therefore cannot honor it. I requested for them to retain the recording of my discussion with them and they indicated they have no way of tracking this. As a consumer it is very concerning that they cannot honor what they are representing as their product costs. I understand that these are third party sales vendors that Verizon employees to make sales, but this should only require Verizon to have stronger processes in place to ensure they can confirm the customer is getting what they promised.Desired Settlement: I would like Verizon to adjust my bill to the $151.95 promised via phone for services provided for year 2 of my contract.

Business

Response:

Verizon is in receipt of your complaint from **. [redacted].

Our investigation is complete and we have spoken to **. [redacted] regarding her issues. [redacted] stated that the issue was resolved and she will have an estimated monthly triple play package for $131.95 before taxes. The rate decreased from $141.95 due to a $10.00 value customer credit being added to the account.

I have confirmed that this information is correct.

Thank you for bringing this matter to our attention.

Sincerely,

Pa.-Del. Customer Advocacy Team

Review: We have been using Verizon fios for many years. the past 2 years we have issues where our tv blacks out on us. this happened several times over the past year or two. verizon has sent technical support and new equipment but the issues still exist. They have on file a long list of our issues. We just want to be able to watch tv and use our internet without it sporatically shutting down ob us. To be fair verizon has made an effort to help us but the problem still exists. It is unacceptable to pay a monthly charge for a service to not work on a regular basis. Example.. During the stanley cup championship our cable went out during the last period....Unacceptable. we want some sort of compinsation and equipment that is reliable.Desired Settlement: repair and refund for unreliable service

Business

Response:

We referred customer’s issues with their video services to

area foreman for resolution. On 9/25/14

technician visited the customer and made the necessary repairs. We followed up with the customer on 9/20/14

who confirmed service was now working fine.

Review: I was told by a customer service representative over the phone that there would be no early termination fee for canceling my cable service as long as I continued my internet service with Verizon Fios. Based on that information, I cancelled my cable service with that same customer service representative over the phone. On my next bill I was charged an early termination fee of $110.00, I subsequently spoke with verizon fios customer service and was told too bad. I specifically called that day to find out if there would be a termination fee and the information I was given directly influenced my decision to cancel the service. I am astonished the verizon will not rectify this situation.Desired Settlement: I would like to be credited the $110.00 early termination fee.

Business

Response:

Please be advised our

Executive Relations Billing Specialist Ms. H[redacted] spoke to [redacted] today to

review this matter further. We were not

able to locate any notes or obtain the call in which she was provided

inaccurate information. We did confirm

that an email confirmation was sent on May 31, 2013 stating by entering into

the contract, [redacted] agreed to maintain her bundled service for 24 months or

an ETF will apply.

Review: When we originally made the new contract with them, they guaranteed us the price of $123.87 months, with a ONE TIME activation fee. They never mentioned that the activation fee would be split up into three separate bills. So we assumed that since the Verzion FiOS rep had told us the first month it would be a little over $155.00 and that the following months until our contract was over it would be $123.87. However that was not the case, he failed to mention that it was split up into three payments so for the next three months, we went ahead and accepted that and paid a little over 155 monthly even though we were told it would be 123 monthly. Now that that time has passed and we were told that NOW it would be 123, they conveniently forgot to charge us for one of the receiver boxes since we got their services and now expect us to pay for it. Instead of it being 123 its now 142, an amount that we were never told we would pay. This is unprofessional of their part how they expect us to pay for THEIR mistake. We have called them at least dozen times and nearly all of those times the representatives as well as supervisors have been rude, antagonizing, and have told us that its their way or the highway telling us that if we don't like what they're charging, that we should just pay the cancelation fee and take our business elsewhere. NONE of the times that we have called have they even offered to honor the original pricing that we were given, nor have they tried to accommodate us for the inconvenience that they have caused us by not being able to do what they say. On one occasion I spoke with a supervisor by the name of Jamie, or at least thats what he claimed his name to be, he was the rudest of them all. And as I type this, I am on the phone with verizon and the supervisor Louis/Luis from the AZ office has told his representative whom I'm on the phone with that my only two options are as follows: to deal with the new charges and accept them, or to return the boxes that we were never told we would be charged for. In neither of these two options does Verizon want to take responsibility for their failure to thoroughly explain anything properly and keep their word.Desired Settlement: We would like for Verizon to keep out FiOS services the EXACT way it currently is, with the internet-tv-phone bundle for the amount of One Hundred Twenty Three dollars and some cents that we were originally told we would be paying until our contract is up. No extra charges, no hidden fees, no surprise charges, no changing in our pricing at all. Of course there it always the small tax on there which was said to be included in the original 123. We would also like to be refunded/credited the Sixty-Four dollars for the two extra months of paying the activation fee considering we were told we would pay it ONCE on ONCE time, not once on three separate times.

Business

Response:

According to record, a billing representative spoke with [redacted] to address his concerns regarding the billing. The representative explained the incremental billing process for installation to [redacted] and apologized that he was not verbally informed of the installments, but explained that a confirmation email was sent outlining the charges. [redacted] questioned the omission of the digital adapter, of which, the representative explained it was Verizon's error that was not billed for the adapter when service was installed in February 2014. [redacted] informed the representative that due to Verizon's error, he should not be charged for the digital adapter. The representative informed [redacted] that an audit was performed and the error was found, as a result, Verizon began billing him for the digital adapter. The representative explained that Verizon did not back bill him for the adapter and he will be billed going forward. [redacted] was informed the early termination fee will apply should he decide to disconnect services. [redacted] requested additional credit due to the inconvenience and was informed he received a one-time adjustment of $50.00 that will reflect on the September 28, 2014 invoice. No further credit is warranted.

Review: I switched my cable and internet to Verizon Fios Sept. 2013. I discussed with the representatives at that time that I travel for work and asked about how the services transfer when I relocate. I was told that the services would be started at my new location with no interruptions. I was concerned about relocating to an area that did not have Fios and was told at that time that my contract would be canceled with no termination fees because they could not charge me for termination secondary to not providing services. In less than a week of having the services installed, I began having proble** with TV and internet not working. After calling to have this corrected on Sept 18,19,24,25,26,and 28th as well as Oct 1, and 4. I spoke with [redacted], and [redacted] At that time I told [redacted] (a manager) that I would like to cancel my services because the services provided were not functioning properly. At that time she pleaded with me to give her a last chance to correct the dysfunctional services. Finally, after over 13 phone calls, the service was functioning properly. Now that I am preparing to relocate for work, I have been told that I will have $150 termination fee because the area that I am relocating to does not have Fios. I was offered to have the phone services set up (which I do not use), pay for that service in order to avoid termination fee. Based on prior conversations with Fios, I can't be sure this is even true or if this is their attempt to make more money. The company has misrepresented the**elves,falsified information, and misinformed customers.Desired Settlement: I would like to be refunded the $150.00 early termination due to the blatant falsified information that I was given. I also feel that if the company thinks this is an individual and not company wide matter, that the individuals have retraining on standards and protocol.

Business

Response:

A billing representative made contact with **. [redacted] to address her concerns regarding the early termination fee (ETF). The representative explained on August 26, 2013 she received an order confirmation

specifically advising by entering into the contract she is agreeing to

maintain her bundle for 24 months and that a prorated ETF would apply in an

event the services are terminated. Additionally, the representative directed **. [redacted] to verizon.com/terms for

additional information pertaining to the contract. Additionally, the representative explained the ETF is

waived if any Verizon Telecom service is established at the new location. **.

[redacted] has a pending disconnect for July 26, 2014 and did not wish to transfer

voice service to the new location. The early termination fee is a valid charge.

Review: HORRIBLE company that should be put out of business. Complaining on [redacted] obviously does not do any good since they have the worst reviews, so I will do it on here because this company has to be stopped for their greediness. We have had so many issues with them where do I even start. First, after having connection issues with our tv and internet- my husband called tech support. After being on the phone for almost an hour (which was no help at all) they said "we will send a tech out but it won't be for a week". Mind you, they also were inflexible with the date and time and my husband had to take off of for to be there all day. They did not even show up in the window they said they would. Then after the tech fixed the issue- I called verizon to make sure that they would be crediting us for the week of no tv/internet on both our Verizon Fios account AND our Verizon mobile account since we used more data using the 4G since our wifi was out. A few months later, I called to get our home phone line added to our bundle package. I spoke to one person and after about 45 minutes he said our line would be active in 6-8 hours. 24 hours later we still did not have the phone line up and running so I called back again. Went through all the same steps and AGAIN she said it would be up in 6-8 hours. 24 hours later, it STILL was not up and running. I called back a THIRD time and was told that the first two people did not even do it right. I asked for a manager who said that a tech had to come out to our house AGAIN to make sure the phone line was installed correctly out back. Again, it took a week of waiting for a tech to come out. When I called back after the tech came to get the line working for a FOURTH time- they also informed me that the discount was never applied back when our internet/tv was out for a week. They said they would then apply the discount. So, after we added the home phone line- we check our bill for the month and it said we had a credit. There was no access to an itemized bill, even though we have paperless billing and do everything online. It said we had a credit for the month so we did not pay our bill since there was no minimum payment to pay. So one month later, I log on around the time our payment is due each month to look at the balance and it says we owe almost $800. Are you kidding me? Our bundle package WITH the phone added is only supposed to be $171 a month and now all of a sudden we owe $800? In addition, we also get a nasty email from them saying if we don't pay the $800 ASAP they will cancel our service. So I call Verizon to tell them this is outrageous and I am so tired of their horrible customer service and lack of respect for anyone's time or money. The lady tells me they made an error in the billing and did not bundle the phone line into the tv/internet package. I also asked if the credit was ever applied to our account for the week we never had internet, and if we got the credit for running up our data bill with Verizon Wireless. She said no, but she would apply the measly "$28" immediately. So we pay almost $200 a month for four weeks of service and we miss one week that month, and you give us a measly $28? And basically now we are stuck paying ridiculous amount of money to this company that is just trying to rob people blind for mistakes that THEY MADE. It is outrageous that this is allowed to happen to innocent people. After I pay them this money I am canceling both my Verizon Fios and Wireless and will never use them again. When I told the guy on the phone this, he acted like he didn't even care. To me I am just one customer and they probably aren't worried because they have millions of other customers. But they company should care about the thousands of negative reviews they have instead of not doing ANYTHING about it. I manage a business of my own, and I would NEVER treat my customers this way. And I know that client retention is the most important thing in running a business. This company HAS to be stopped, and shouldn't be allowed to take advantage of anyone else and steal their money.Desired Settlement: Someone high up in Verizon owes their customers an apology for the horrible service that is provided day in and day out, along with a refund for the ridiculous amount of $800 that they claim we owe them for THEIR mistake. I have NEVER had one single good experience with Verizon except for the tech who came out to my house to install the phone line. She is the only one who knew what she was doing, and who was any type of polite. Verizon needs to take accountability for their actions, instead of hiding behind incompetent phone people who don't know what they are doing, and who have no customer service training.

Business

Response:

Please be advised, Verizon has made several attempts to

speak with the consumer regarding this matter. To date we have been

unsuccessful in our attempts. Verizon has reviewed the consumers account and

records reflect the consumer is being billed correctly, however the billing is

split (consumer is receiving two statements - voice on one statement and TV/Internet

charges on another). Verizon has issued

an order to correct the split billing issue. The November 2014 statement should

be correct and reflect all 3 services on one bill. Verizon has mailed the consumer a letter of

explanation to the consumer since we have been unsuccessful in speaking with

him. Direct contact information has also been provided on the letter should the

consumer have any additional questions.

Review: Verizon has willfully failed to comply with the requirements of the Fair Credit Reporting Act (FCRA), 15 U.S.C. § 1681 et seq in the following ways:

1. Verizon has failed provide a notice of furnishing of negative information, in writing, to the customer (§ 623). The customer was unaware of any negative reporting until she received notice from mortgage lenders in 2013 that her credit rating was insufficient for the loans requested as a direct result of the Verizon reporting.

2. Verizon has failed to comply with its duties as a furnisher of information. After receiving notice of dispute from [redacted] and [redacted] pursuant to section 611(a)(2), Verizon failed to accurately report the results of the investigation to both [redacted] and [redacted].

• Verizon has admitted (in writing) to the customer and the Revdex.com (Revdex.com) that the balance in question is incorrect, that monthly payments had been received by Verizon and that those payments were incorrectly applied and subsequently returned via mail to an address they knew was no longer correct.

• Verizon has also admitted in writing to the Revdex.com that the amount reported also failed to take into account adjustments applied by customer service representatives in 2010 that were never accurately reflected by their billing system and resulted in an incorrect balance (PLEASE NOTE: Additional adjustments are also on record with the Revdex.com under complaint # [redacted] which was filed while the account was active with numerous billing errors.)

Verizon has accurately reported to [redacted] that the disputed item was inaccurate and was to be removed entirely but has refused to do the same with [redacted] and [redacted].Desired Settlement: 1. Locate all adjustments, apply credits and payments and provide me with written confirmation that accounts are closed and paid in full.

2. Remove all Verizon-related negatives from Credit Reports and ensure that Credit Rating is restored to condition prior to reporting by Verizon of (inaccurate) unpaid oustanding balances.

Business

Response:

Please be advised we stand the previous responses provided to

the Revdex.com complaints.

We located the missing payments and have sent a refund check for this

money. I have reviewed the time line

provided again and located adjustments applied to the account as promised. In March 2010 credits totaling $72.72 were

applied and then in May 2010 $86.51 was applied.

Review: When advertising for the prime package, Verizon told me I was eligible for nfl red zone. When ordering red zone for 80 dollars, they informed me this couldn't be done unless I upgraded my package.Desired Settlement: To be able to keep prime service and pay 80 dollars for red zone.

Business

Response:

Verizon made contact with [redacted] on September 18, 2014 to address his concerns. Upon resolution, a billing representative informed [redacted] that Verizon is offering a promotion for Prime and Preferred televison customers beginning September 21, 2014, offering the [redacted] Red Zone for $49.99. However, the representative advised because she informed [redacted] there is no charge for the promotion, she will honor the no charge. The representative informed [redacted] she will follow-up his next billing to credit the $49.99 fee, as a one-time courtesy. [redacted] has the representative's contact information for further concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that if this resolution is carried out in its entirety, is satisfactory to me. Verizon still must do a followup call to ensure I'm not charged 49.99.

Regards,

Review: Account #: [redacted]

In May, I called Verizon to add authorized users to my account. At the end of the call, the representative asked if I wanted to upgrade my Internet speed, to which I responded very clearly "no." However, after hanging up the phone, I received an email saying that I had made a new order to upgrade my Internet speed to 50 M/25 M (from my existing 15 M/5 M). When I logged in to my Verizon account to check my services, it also said that I now had 50/25, which was incorrect. I was not presented with any option to cancel the order through email or the Verizon website. So, I immediately called Verizon back to cancel the unauthorized order. The representative even verified that in the notes from my previous call, I had declined the offer to upgrade my Internet service. However, aside from that, he said that there was nothing he could do and to just wait for the bill. Not believing this was an appropriate response or resolution, I called back again a few days later, and the representative said that while she could change my Internet service back to its original tier (15/5), she could not change the fee that I was being charged ($89.99 instead of $79.99, the original price I was paying for my TV+Internet bundle). She was able to manually apply a $10 bill credit to offset the difference. However, because this was only a one-time bill credit, it only corrected my bill for one month (June). Now that we are past that month, my bill is still charging me $10 more than what it should be. Throughout this time, I have also tried contacting Verizon via email to address this issue, but they have failed to understand or act in any way to correct this issue.Desired Settlement: I want my bill to be corrected back to its original prior to the unauthorized service change so that I am paying $79.99 for the Double Play Bundle Price, bringing my total to $99.67 a month (this includes a 24-month $15 discount starting from the day I first entered the contract). I also do not want any miscellaneous hidden charges that would otherwise increase my bill (i.e. bringing my Bundle Price back to $79.99 but then charging me $10 elsewhere).

Business

Response:

We have been unsuccessful in our attempts to speak with the customer with

the telephone number provided on the complaint. According to our records, an

order was issued to change the customer's internet speed back to what it was originally and the $10.00 bundle discount was added to the account for 12

months. The representative will manually adjust the account through the end of the contract which expires August 2015. An email was sent to the customer as provided in the complaint.

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. However, I would like to keep this case open until I have received at least 2 bills, to ensure that the company follows through on their agreement to correct the issue. Too often in the past, empty promises have been made without any resulting action or accountability on the part of the company.

If possible, I would also like to update my contact number, which is ###-###-####. I included the extension when I filled out the complaint form, but for some reason it was removed from the final submission.Thank you for your help in facilitating the resolution of this matter.

Review: On December 17, 2013 I moved from my [redacted] resident where I had fios services to a residence where fios was not available. I returned the equipment as instructed and asked for a final bill to be sent to my new address. Additionally they were suppose to credit me the first two months of December as my services where not operable. I have made many calls to verizon still no resolution and now it is reflecting negatively on my credit report and it continues to grow. Now the bill is up to 764.12. Account number [redacted]Desired Settlement: I need this matter rectified, I need to be pulled out of collections, I need a final bill then I need a letter stating it is closed in good standing, I am currently purchasing a home and this holding up the progress!!!

Business

Response:

My attempts to reach [redacted] have been unsuccessful. Verizon records show that [redacted] spoke with a member of Verizon's Executive team prior to the receipt of this Revdex.com complaint concerning the issues raised in this complaint. Records show that the Executive team was able to resolve this issue, with the disputed charges being adjusted in full. An account satisfaction letter was also mailed to [redacted].

Review: There were service charged of $228 showed in our billing statement this month. I called customer support last month regarding the non-working box. When we got the replacement we decided to moved our tv from upstairs to downstairs. Unfortunately, the cable connection did not work. I called customer support once again and that person sent a technician and I consent it. This person failed to informed me that there's a possibility that I will get charged for it. Verizon Fios failed to informed about the "wiring maintenance" options when we first signed up and the costumer support failed to informed me about the "chance or possibility" of extra charges if he send a technician. For Verizon Fios to call it a "legitimate" charge knowing that we did not know anything or was not informed of wiring maintenance charges. That practice is not legitimate its called stealing, unethical and lying to customers.Desired Settlement: I want the entire amount - $228, to be removed in our billing statements and pay our cell phone minutes for putting us on hold for nearly 2 hours. Also, I want an apology letter from both [redacted] and [redacted], both supervisors are working in [redacted] office for yelling and arguing with me. My blood pressure increased as a result of my conversations with this two supervisors, they supposed to make my costumer experience a pleasant one.

Business

Response:

An investigation revealed that the work performed involved inside wiring/connection of the coaxial connector which is billable to the customer; however, there was no documentation found that the customer was advised of possible billable charges prior to the dispatch. Consequently, a Verizon billing representative issued an adjustment for the labor charges. On April 3, 2013, [redacted] was contacted and advised of the adjustment; she is satisfied.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The charges I requested to be removed is different from what they told us via email. I'm requesting to removed $228.80 and the 3-room STB package since we ONLY HAVE TWO room STB package. As well as, reimbursing us for the minutes wasted by them putting us on hold for more than 1-hour every time we contacted them.

Regards,

Business

Response:

Subsequent to receipt of the rebuttal complaint filed by [redacted], I contacted her today, April 10, 2013. [redacted] thanked me for calling to follow-up; however, she advised me she is working with a [redacted] and believes her issues have been resolved. I confirmed with [redacted] that she did not want me to pursue the matter separately. Per the customer, no further action is required of my office at this time.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: Verizon Fios is threatening to charge me over $2000 for damage to a buried wire in our yard. Even though the wire was not buried at the required depth they claim that we owe the money because Miss Utility was not called. Our lawn mowing guy cut the wire while doing some small plantings. We were never informed that we would ever be responsible for damage to an outside cable when they installed this cable 10 years ago. Of course, at that price, I would never have agreed to sign up with Verizon services. Also, I believe that once the cable is installed it becomes our property and not Verizon's. If we chose to go with [redacted] instead of Verizon, they have no access to that cable, it is fully on our property, it is ours and they cannot retrieve it. We were also told when they installed this cable 10 years ago that it would be completely free of charge in order to get our business. And we agreed and signed a contract. I don't believe free of charge means free until we damage it then it's not ours anymore and we now have to pay for it. Verizon also claimed that our yard guy was liable and he should have called Miss Utility. I would not give his name and number until doing further research and when I called later to provide this information they now claim that if he does not pay, does not have the money, or they cannot find him, then it is my husband and I that are liable. My husband is bed-bound with severe Multiple Sclerosis and relies on internet, phone, tv for ALL his activities. I am unable to have Verizon come in my house and secure the new cable line because I believe they will feel that I am in agreement to either paying for the old one or paying for the new one or whatever they can come up with to get us to pay the ridiculous amount of $2000. They also have provided no information to me, nothing in writing, no bill, just phone call threats of collection agencies if I do not comply.Desired Settlement: I do not want to be charged for the damage to the old cable. This cable was provided to us free of charge and we should have been informed that we would be charged such an exorbitant amount if damage was ever to occur to it. That would have enabled us to choose a more appropriate communications provider. I want our service restored to full functionality via the new cable that has been buried but not hooked up outside our home. Or I am also fine with simply going to another internet provider. I do not want to worry that they will bill us at some later date and our excellent credit be put at risk because of it.

Business

Response:

Verizon records reflect the consumer filed a similar complaint with [redacted] County. Verizon's position remains the same..Please be advised the local manager of Verizon's Construction department has

advised that Verizon previously investigated this matter and the consumer has

admitted that the drop was cut by her landscaper .

The damage in question was not caused by a Verizon contractor. There were

no Miss Utility tickets called in for the work that was completed by the consumers

landscaper. The consumer was advisd that Verizon is not the responsible

party.

The drop is a long run and the property is gated and very large and the

bill created exceeds $2715.00. This bill was submitted by Verizon's damage

investigators. Verizon previously requested that the consumer provide the

landscaping companies information so that billing information could be changed

to the landscaper, however the consumer refused to do so.

After speaking with the consumer again, she agreed and provided a name

and cellular contact number for the landscaper. To date, Verizon has not been

successful in reaching the landscaper. We have not received a callback from the

landscaper regarding this matter. The consumer has been advised that she is

liable for the damage unless the landscaper returns the call and provides

billing information.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: Online payment offered no amount for MAY billing. I called agent [redacted]. He could not find any amount to give me to pay, Said he didn't know why online had no amount and he didn't. Said it was generated on 4-29-2013. He could not give me anybody else to check with, Said he ws only one to have access and offered no explanation. My billing payment history shows I pay in full beginning of every month online and no new services were added nor deleted. This wastes my time as amount is known and I owe as of 4-20-13 but Verizon will not and can not tell me amount until they are ready to offer. This is not good practice.Desired Settlement: I wish this to be corrected in future and billing adjustment for hassle. immediatley. All Verizon billing should be known to agent in charge and available at least on end of billing day or next. Not in distant future when officially requested.

Business

Response:

Thank you for making us aware of [redacted]'s complaint regarding his difficulty in viewing his bill. Our billing department contacted [redacted] and gave him his balance. His suggestions on improving the convenience for our customers when accessing their billing information was also documented. I contacted [redacted] this morning to confirm that we had satisfied his complaint.

Thanks,

Sr. Analyst

Mid-Atlantic Customer Advocacy

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Although I did receive prompt and courtesy phone calls (x3) and my balance, I was only offered this by third party stated would now inform VERIZON of the time delay in posting or reporting my balance within their stated time/date.

I suggest that VERIZON post on their online website , when to expect from time of bill charge number of days when client could go online and pay. This was taken by third party as reasonable and a legit and desirable complaint and notification to them.

Review: My service was shut off and I paid verizon by check through the phone. They said I could not pay like that and made me do another payment form of payment or they would shut my cable off again. I have done this and multiple times but they still have not refunded the check payment I was not allowed to make by them. I currently have a credit but yet my cable is about be shut off and no one works on the weekends with financial services. I want my refund, I want a credit for all the bank charges I had to deal with. On August 29th I was told this was taken care of but banks fees and overpayment later it still hasn't been taken care of on September 13, 2014 and financial services isn't open this weekend and they are going to shut off my services with a credit of $236.Desired Settlement: Refund of the "overpayment" that I "wasn't allowed to make but their system allowed me to. And the bank fees.

Business

Response:

The payment reversal should have posted to [redacted]s' account on 09/18/14.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

When I called yesterday the manager informed me that the refund that verizon was suppose to initiate on sept. 15 never occurred.So she, [redacted], started the refund process, again, yesterday. I was told another 3 to 5 business days after that. Basically the refunds on August 26 and sept 15 never occurred. Until that money is in my account, I will continue to reject Verizon's answer. They need to read their own notes. That's half the problem. If they would read their notes and enter correct info instead of being lazy, this could have been resolved. Lizzy the manager on Monday wrote one sentence of notes, c'mon. She's a manger, pure laziness. Again, until the money is in there I'm not going I be happy and I honestly think they should refund any fees also.

Regards,

Review: My Verizon FIOS account is tied to my HOA provisioning. Although the cable box billing charges are separated from the service charges and I've been billed separately for the cable box rental charges. I've decided to return my cable box via Verizon provided shipping box via USPS as instructed on 1/15/2014. But I still being billed for the cable box rental ever since. I've contacted the provided Verizon call centers numerous times to keep count and every Verizon representative said they have records that the cable box have been received since 1/24/2014. But I'm still getting billed for the month of April 2014. I've also paid for the month of February and March of 2014 via automated credit from my credit card but have yet to receive my credit back.Desired Settlement: Refund my payment with the total of $30.93. And stop any future billing on the cable box rental box. I do not have it!

Business

Response:

Verizon records show [redacted]'s returned equipment was adjusted on 03/28/14. [redacted] was contacted on 03/28/14 and advised he will see the adjustment.We trust this information will help to resolve [redacted]'s concerns.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Please review the [redacted] document attached. In the document you can find a current screenshot of my current account activity (at My Verizon) on 4/10/2014 5:05PM EST and it does not reflect what Verizon has claiming on phone and to the Revdex.com channel that my issue has been resolved. Plus I have yet to receive any amount owed to me personally.Please provide me status that the amount owed is physically refunded to me (not placed on credit in my Verizon account) and stop any future billing of my returned cable box to Verizon.

Regards,

Business

Response:

Please be advised Verizon spoke to [redacted] today to confirm

receipt of the equipment and the credit balance of $30.93 will be sent to him

via a refund check. Delivery can take

5-7 business days.

Review: We have had Verizon Fios since 2012 and had no service or billing issues. I have taken a job in Florida and will be moving out of Verizon's service area. I checked our new address as we wanted to continue service with Verizon but can't due to them not servicing [redacted], FL. When I called to cancel the service effective 8/29 I was told that I was under contract and would have to pay $130 for breaking the contract. The move and unavailability of Verizon services in our new location is beyond my control and feel that Verizon is holding us hostage to the situation.Desired Settlement: I would like Verizon to null and void any contract due to their inability to provide service in our new location.

Business

Response:

Subsequent to receipt of the complaint, Verizon’s

billing department reviewed the account.

Records reflect that the customer subscribed to a two-year contract,

August 10, 2013. A confirmation email

was sent to and received by the customer.

The customer’s monthly billing statements reflected a $5 contract

discount. The customer called Verizon

August 13, 2014 regarding a change of the account ownership. The representative noted, albeit incorrectly,

that this change would negated the early termination fee – which is

incorrect. However, because the account

is noted as such, Verizon will honor said promise.

Review: I was totally conned by verizon representative at [redacted] mall in [redacted], va. He convinced my wife and I I into signing up with verizon and leaving [redacted]. The deal was to get my package for approximately '$136 a month. However, the installer gave me the wrong type of boxes (non DVR) and the channels which they were the sole reason I left verizon are not included. So, I called verizon and they gold me that the channels I wanted weren't included In the package. Now that I left [redacted], I have to pay them for connection fees in order to get connected again. Plus, I will have to live without internet or TV during the period before I disconnect verizon and connect with [redacted]. My wife and I are getting sick from this ordeal as we didn't sign up for this. It was clearly false advertisement and con artist behavior.Desired Settlement: I demand that verizon pay for my reconnection with [redacted] and waive off all charges. They connected their service today but I want them to disconnect it immediately and reimburse me for their lies.

Business

Response:

Upon review, records indicate Verizon has upgraded **. [redacted]'s plan to the requested package, applied a $30/12 month off credit and issued a one-time courtesy adjustment of $122.58 to the account. No other credits or adjustments are warranted. Verizon will not pay the reconnection fees of COX Communication if **. [redacted] decides to change service providers. Verizon has made every effort to satisfy the customer's demands.

Review: Cable card left by service technician at house when service transferred. Cable card was not needed. Returned cable card on 7/24/14([redacted] tracking number [redacted]) but account does not reflect return and I continue being charged $5/month for it. Have spoken on 4 separate occasions with customer service reps who all report that it will be fixed but still not fixed.Desired Settlement: Get correct cable card off my account (I still have the working one I originally had), they once removed that one by accident. And credit my account.

Business

Response:

Please be advised we were

able to remove the second cable card from [redacted]’s profile and credited the charges

on the October statement. We will follow

up on the November statement to confirm only billed for one cable card.

Review: I tried to get information about switching my cable provider from [redacted] to FIOS Verizon. They told of their special phone, internet and cable price for service. When I asked what the price would be after the contract was up for my area they would not tell me. I asked them what would it be if the contract were up right now. Again they would not tell me. They would not disclose the price of their service for full price without any offer attached to it. FIOS not disclosing their prices appears to be a matter of corrupt business practices. How can they be allowed to operate in the State of Maryland and why will they not tell what you would be paying if you refused their sales offer. It doesn't make any sense.Desired Settlement: Changing their policy and disclosing prices of their services with and without sales offers to prospective customers. if not they should lose their business license in Maryland.

Business

Response:

Our records show that [redacted] is elgible for the FIOS bundle (triple play or double play). However, we have not been successful in reaching [redacted] but have advised him via mail.