Verizon Online/Fios/DSL Services for Metro Washington DC

Review: I had Verizon FiOS service at my current address. I have been very happy with the service, but I am moving. Verizon does not offer the same service at my new address and offered a "fresh start" on the website. This is the quote:

"Existing FiOS Customers experience a fresh start at your new location! You will be asked to select new plans and equipment as part of your order. Although there is not an Early Termination Fee for moving, existing equipment must be returned to avoid additional charges or stop monthly billing. Easy to use return mailers for FiOS equipment are part of your online order."

It is misleading, as I am still being charged a $150 early termination fee since I am not going to use Verizon at my new address. I currently have FiOS internet, Phone, and TV. The TV service is [redacted] at the new address which I cannot use (I do not have a balcony or way to attach a dish) and the internet is 7 mbps. This is a tenth of what I currently have (and need). The services are completely different.Desired Settlement: I would like the $150 early termination fee waved and the wording on the website to be reworked so that no other people are mislead.

Business

Response:

The company spoke with [redacted] on 8/1/14 and he advised

the wording online is deceiving about moving with and the early termination fee

(ETF). Verizon apologized and explained he was sent the terms of service (TOS)

when he first initiated his contract. The TOS explained the ETF would apply if

he disconnects his service for any reason. Also the internet verbiage is based

on the customer moving his Verizon service to the new location. [redacted]

stated he understood and appreciated my call but is not happy with having to

pay the ETF

Review: Have had service or lack of service for almost 2 years but the customer service from this company. Every time I ask for a service tech to come out. They try to make me fix the problems with whatever happens myself. They had no plan on sending a service tech out till they felt like it. I was out of service the last complaint for over 6 days. The tech came out after his appointment time. This company should pay for their lack of service. They have no idea of customer service.Desired Settlement: Compensation for all of my lost time from work and stress over this thing they call service.

Business

Response:

We reviewed the repair records and there were no indication of untimely

dispatches. Verizon issues out of service credit based on documented (trouble

tickets) time out of service over 24 hours per the tariff filed with the State Regulatory Agency. Verizon has issued a credit

totalling $43.84. The credit issued is based on the repair record reported by [redacted]. This information has been shared with [redacted]. Mr.

Washington expressed that he is not satisfied with the outcome. After further review Verizon's original response remains unchanged; no further credits are warranted.We trust this information will help to resolve [redacted]'s concern. ,

Review: On 9/27 I made on online payment using verizon.com to make my payment using my bank account in the amount of 322.91. I have a confirmation number of [redacted]. I have a print shot from my bank with the company Id for Verizon of [redacted] and the Trace ID of [redacted] to [redacted].

I have spoke between my husband and myself starting on 10/9/14 we have spoke with a Ms B[redacted], Ms Trina P[redacted], Ms Star W[redacted], Ms Kathrine B[redacted] and final a supervisor named Ms B[redacted] ###-###-#### direct line and ###-###-#### fax.

We have been promised return phone calls, advised that the information we have submitted in not sufficient, while they have "suspended the payment to our account" no one is willing to find the funds nor are they willing to take ownership of this problem to help us fix this.

Both my husband and myself faxed over confirmations from the bank as well as email from verizon. At this writing I am requesting additonal information from my bank with the hopes with will be sufficient.

I am totally frustrated with the lack of ownership and assistance from verizon.Desired Settlement: At this time I am wanting my payment posted to my account, I want to have a phone call advising this has been taken care of in addtion to an apology for the sheer lack of customer service on behalf of verizon.

Business

Response:

Verizon investigation determined the customer made a payment via Verizon.com on 9/27/2014, with payments processed via bill matrix. There was a known issue with some bill matrix payments not posting to vision converted accounts. This was corrected on 10/16/14, this seems to be the cause the customer's payment not posting properly. The records indicate on 10/20/14, Verizon Financial Services Supervisor spoke with [redacted] and advised the payment was applied to the account. This is not an ongoing issue with Verizon.com. Verizon Financial Services representative called and spoke with [redacted] on 10/28/14, she was upset that the supervisor spoke with her husband and not her. The representative reviewed that the notes show the claim was closed with supervisor and [redacted] acknowledged that is her husband. The representative apologized, and explained the account numbers recently changed. She said she was not paying the bill until she received something in writing stating her payment posted. The representative sent [redacted] an email stating the payment posted and also reviewed with her the new account number.

Joyce D[redacted]

Verizon Executive Relations Sr. Analyst

###-###-####

Review: I signed up for Verizon FIOS in December of 2013. In March 24th 2014 I contacted Verizon to make changes to my service plan. After going over my account, the customer service rep offered me a plan that would fit my need. I also received an email confirming those changes with the monthly total after tax and fees (Total of $98.40 per email sent.) In April I received a bill that was for $113.30. After contacting Verizon and being on the phone for over 45 min they offered me the credit to bring my bill down and I was told by the customer service rep that he will put a ticket in to get my bill corrected. In May I received a bill for $114.42. Again I contacted customer support to figure out why my bill was still not what I was told. This time I was on the phone for around 30 min before I was told that they don’t know why the case was not approved and they will file another one and gave me a credit to make my bill $98. In June I received another bill for $114.42. After calling care they said it’s the same issue and they will file another case to get it solved. Again they gave me a credit. Now for July my bill is still $114.40. This time I asked for a supervisor on duty. I was told they don’t speak to Customers directly so I was transferred to Retention dept. After being on the phone for 1 hour and 10 minutes, I was told there is nothing they can do as far as fixing my bill and I’ll have to contact them every month from now on to get my bill credited. I’m requesting for Verizon to fix my bill and I am requesting some sort of compensation for all the time I have spent over the phone and the frustration I had to go threw just to fix something that they made errors on. I believe this is breach of contract!Desired Settlement: First I would like Verizon to fix my bill and charge me what I was told I would be paying.

Second, for all the inconvenience they have cost I would like 6 months of Complimentary service.

Business

Response:

Verizon records show [redacted] spoke with a respresentative on 07/31/14 who agreed to follow-up on each bill until March of 2014 and adjust the difference in the quoted price and what the bill shows. [redacted] was contacted by Verizon's Customer Service Escalation team representative and confirmed this information. [redacted] was advised that his bill would reflect the $114.xx each month, however the re presentative would follow-up after the bill processes and adjsut the difference and he only needeed to pay the $98.40. These actions will take place until March of 2015. We trust this information will help to resolve [redacted]'s concerns.

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: I cancelled my Fios service in May. Verizon continued billing me into June. Eventually they corrected that, and corrected the charges (after I called to complain about them not having done so properly). Then for June & July I continued to receive bills showing a credit on my account. After calling in twice, they eventually acknowledged this credit should be paid as a refund, despite being told the exact same thing when I initially cancelled my service in May. On August 5th, they claimed the refund was processed in late July and would be mailed the next day. Yesterday (Aug 19) I received an email message that the refund was finally mailed, but listed the service address as where it was sent, rather than the forwarding address that I had provided for them when I disconnected service, and upon each of the times I called to complain about the delays in processing the refund. Every time I have called they have bounced me through numerous transfers. Today's call trying to correct the wrong address is a prime example when I was transferred 4 times before someone actually claimed to be able to help, including being transferred to the "Financial Services" department twice, the first time being told they couldn't help me, transferring me out, only to have the next person send me right back there.They claim to have updated the account information and that a new check will be processed and mailed to my updated address tomorrow. But that's the same promise I received over 2 weeks ago, and isn't that dissimilar from the information I received in July and when I cancelled back in May. So, I am not optimistic.Desired Settlement: It seems that the "Customer Service" at Verizon accepts this a completely "business as usual". My impression is that they hoped I'd get frustrated, drop the complaint and just never receive my refund. My suspicion is that they are able to get people to do just that on a regular basis given the absurd runaround they require to actually get a refund that is due processed in the first place, much less actually sent to the proper address. In addition to the refund I am rightfully due, they need to apologize for this ridiculous runaround and (likely need to be forced to) alter their business practices.

Business

Response:

This complaint is a duplicate of Revdex.com [redacted].Verizon has reviewed [redacted]' concerns. Verizon's Consumer Financial Services Escalation team advised the refund check in the amount of $83.59 was reissued on 08/21/14 and sent to the address of [redacted], CO [redacted].Verizon has documented [redacted]' concerns and comments and they will be forwarded to the appropriate management team for further internal review.Verizon has responded to [redacted] via letter with this information.We trust this information will help to resolve [redacted]' concerns.

Review: I paid $189.27 on May 22, 2014 for May 16, 2014 to Jun 15, 2014 service period. I downgrade TV and Phone services and upgrade Internet service in May. I should receive credit for May service period, but $110.01 was transferred to Jun 16 to July 15 service period bill.

I called customer service many times. On Jun 23 I called customer service again, Wellington told me that the $110.01 will not be on next bill and he put a note on my account.

The $110.01 is still in my bill.Desired Settlement: Transfer credit of May service to my bill.

Business

Response:

Records indicate the customer had Fiber voice service, 20/10 data and Ultimate

HD package under previous account ending 2048. The payment of $189.29 was for

the May 16, 2014 statement. The customer changed to FIOS Digital Voice, Select

HD and 50/10 data on May 28, 2014. Verizon generated a May 29, 2014 bill for

$110.01 that was transferred to the new account number ending 6719. The first

bill under new account ending 6719 dated June 16, 2014, had a prorated credit

for the previous service to offset the carry over charge of $110.01. The

prorated credit is from May 28, 2014 through June 24, 2014. The prorated credit

was $111.09. The prorated charges for the new account were billed, which left

the customer with a credit of $27.10 for change in service. All charges are

accurate and valid.A billing representative made several attempts to review the information with [redacted], without success. The representative spoke with [redacted] who did not understand due to language barrier. A Resolution Letter was mailed to [redacted] to advise of Verizon's findings.

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:

I have not received prorated credit $111.09 which was mentioned

in the MESSAGE FROM BUSINESS.

Review: We transitioned our Internet, telephone, and television service from Verizon to [redacted] on 7/14. On 7/15. Verizon sent an e-mail indicating that if we took no action, our service would be cancelled automatically within 30 days and that the account would be credited back to the date of the change (i.e., 7/14) to our new telephone service provider. The e-mail then indicated that if we had Broadband Essentials & Extras, that we would be billed until the service was disconnected. The e-mail also indicated that equipment needed to be returned within 30 days of the disconnect date. It was not clear to me whether services such as [redacted] were considered a part of the "Extras" that Verizon's e-mail indicated. In addition, since the official disconnect date was 7/14, and Verizon implied that boxes for returning equipment would be sent within 30-days, I wanted to ensure that all services were cancelled, and that we had the boxes to return the rental equipment in time to meet Verizon's 30-day deadline. I called Verizon FiOS customer service and spoke with Derrick, who failed to inform me up front that if he processed the cancellation, the service would be cancelled as of 7/19. Once he processed the cancellation, he told me that it would be effective as of the 19th. I asked why the 19th, when the e-mail indicated it would be retroactive to the 14th, he told me that I should have informed him that I had read the e-mail. He went on to tell me that it's my fault that I "misread" the e-mail regarding the meaning of "Extras," since [redacted] is not considered a bundle "Extra."Desired Settlement: 1. Credit our account back to 7/14.

2. Improve Verizon's communication to make clear when it's required to cancel any portion of the service by phone (even a hyperlink to the categorization of services would be helpful).

3. Update the call scripts used by customer service representatives to ensure they inform customers when a request might extend the period of performance of their service contracts.

4. Provide more information in the cancellation e-mail regarding when boxes should arrive in the event the customer does not call to cancel. Indicating that the boxes would be sent within 30 days and that the equipment needed to be returned within 30 days leaves open the possibility that return boxes might arrive in time to return equipment within the 30 limit set by Verizon.

I also recommend that Verizon improve its customer service. I was not opposed to going back to Verizon FiOS one day, but their customer service representative, Derrick, managed to cast a pall on the organization with his accusation that I misread the Verizon email, and that I should have informed him upfront that I knew that the core service would cancel retroactive to 7/14 should I not have called (the implication being that he may have let me know at that point that all services would cancel automatically).

Business

Response:

Please be advised, Verizon has spoken with the consumer and reviewed

the account information with him. Apologies were given for any unprofessional

treatment he may have received in his attempts to port services. Verizon has

sent the consumer boxes in order to return the equipment. Verizon has agreed to

follow up with the consumer once the final billing has generated to ensure the

account is adjusted from the port out date to the disconnection date for Video

and Data services.

Review: My internet service has not worked since May 26 2014

Business

Response:

Good afternoon, Customers DSL service was restored on 6/20/2014. I spoke with customer and advised that credit for 1 month of being out of service was added to his account. Also advised customer to reach out to me directly should he have any issues arise with his Verizon service.

Review: Good Morning,

I have been attempting to get ahold of someone at Verizon for over ONE YEAR who can assist me in the process of getting a Television repaired that one of their install technicians damaged in AUGUST 2013. Thats correct, I had service activated in August 2013 where a Verizon technician blew out my HDMI ports on my television, and here we are 13 months later and I've been unable to even reach anyone who can point me in the right direction of what to do at Verizon. I have had to call in to said company over a dozen times throughout the past year and the lack of customer service or even knowledge of how to handle this issue with their internal staff has been one of the worst I've ever worked with in my entire life. More times than not, after waiting on hold for 20 minutes to talk to the first individual, they tell me that they cannot help me and must transfer me to another department and then just hang up. I have the following ticket numbers in my notes:

It seems that Verizon employs a policy to send its consumers in a circle until their frustration leaves them giving up when requesting reimbursement on damaged property. As a consumer and an employee of a company who provides service to consumers I cannot fathom such complete lack of respect or care for clients.Desired Settlement: I want a New TV or reimbursement in the form of the value of the TV so that I may purchase another one.

Review: I've complained about the service of Verizon Fios numerous times. On those occasions accommodations were made, but a solution to the problem has yet to fix the bad connection at my location. At this time not only is the internet malfunctioning, but also my home phone is not working either and has not worked this entire past month. As a result I had to find an alternative to receiving internet.Desired Settlement: I would like to cancel service with verizon fios and the remaining balance of $58.60 I would like waived. It doesn't make sense that I would be bill for the previous month and I did not receive service.

Business

Response:

---------- Forwarded message ----------

From: Verizon Wireline Potomac Customer Advocacy<[email protected]>

Date: Mon, Sep 22, 2014 at 5:19 PM

Subject: Fields_ Revdex.com #[redacted] response to complaint 9-22-14 (CASE[redacted])

To: [email protected]

Revdex.com# [redacted]

Verizon record show a credit was issued for 9 days out of service (24 hour or more without service) totaling $50 reflecting on

the bill date 7/7/14. [redacted] advised that she did show the credit for service outage on her bill.

*!zs1991388*!ze

Review: The last order I had with Verizon high speed internet service, speed is 0.5 to 1 Mbps, was placed on October 17, 2011.

It confirmed that I accepted the RAISED RATE from $19.99 to $26.99 for the life time of the service.

The order number is [redacted].

But they over-charged me since May 14, 2012. billed to my ** card from [redacted] TX [redacted] increased from $19.99 to $29.99 without notice. I have to call Verizon every month to get my money back.

Then they refused to refund my money for the overpayment from January 2013 to today. I have been paying $29.99 for 2013 and they raised the rate again to $34.99 on April 14, 2014. They should refund me $53.00 for the same service I had since 2004.Desired Settlement: Please stick to your promise of life time price for the basic internet service. when customers do not want your phone service, Verizon should try to improve their service and satisfy the customers' need instead of trying to over-charge customers for not buying their phone service.

Business

Response:

Our records show the customer filed a complaint with the Revdex.com in 2011 regarding this same issue. The customer has our Dry Loop sevice which is not offered as Price for Life. The monthly rate was $26.99. On October 17, 2011 the representative spoke with the customer and was advised she is on an annual plan. The representative offered the customer a $29.99 plan with a $5.00 discount for one year for a monthly rate of $24.99. After the discount expired, the monthly rate was $29.99 from November 2012 through March 2014. The monthly rate increased to $34.99 effective with the April 2014 bill statement. The customer never had the Price for Life Plan. Our representative emailed the customer in 2011 advising that our records confirm they were never enrolled with Price for Life. Messages were left on the customer's answering machine with our contact information. Please reference Revdex.com Complaint #[redacted] (2011). Our position is final and unchanged.

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:

Once again Verizon can not keep their guaranteed price and refused to refund customers the extra charge.The price went up 75% within five years.So is there any regulation from any agency to stop Verizon from price hiking in the future ?

Regards,

Review: Trying to cancel services on my day off. Every department is open to help me except the cancellation department. For that I have to call back during my working hours from a job that doesn't allow me to make personal phone calls. I want to cancel my service from a company that advertises 24/7 customer support but yet conveniently can't help me with a simple request.Desired Settlement: To have my services canceled without having to call during the week.

Business

Response:

Please be advised an order was issued Monday August 26, 2013

to disconnect serviced with Verizon for **. [redacted]. A return kit will also be mailed to the home

so that he can return the Verizon Equipment. I would like to sincerely

apologize on behalf of Verizon for the inconvenience this situation has caused.

It is never Verizon's intent for any customer to be inconvenienced at any

time.

Review: My internet plan is $55 per month but Verizon has charged me $65 since March this year. I called the customer service to verify the difference waiting 20 minutes in line. He said that the price was raised up since March. I have not received any notifications(mail or email.) I would have cancelled the service if I had known the huge price increase at that time. The specification of the service is the same as before 15/5 mps. Comcast 20mps plan is about $35 per month(with no contract). Why should I pay double the price for the almost the same speed service? I have been Fios customer since it started service in Maryland. I have enjoyed its stable service(line) since then. However, there are serious problems in operation side including billing. I have never received any invoices from Fios from the day 1. Sending a email(I do not expect a fancy paper bill) to the customer before withdrawing money is not a difficult thing. Anyway, I want the overcharge($5*5=$25) back. My customer ID is [redacted].Desired Settlement: overcharge($5*5=$25) back

Business

Response:

Verizon made contact with the customer and explainied the standalone data is only price guaranteed for one year. Pricing is subject to change. No credit is warranted at this time. Additionally, the customer disconnected the service effective July 26, 2013.

Review: I have a verizon Fios 2 year contract at my current home, but I am moving to a location that Verizon Fios does not service. They will not let me out of my contract that I am physically unable to maintain due to their lack or service at my new address. The consequence is that I must pay a $120 cancelation fee, and they will not budge. Their policies are unfair, unethical, and greedy.Desired Settlement: I would like Verizon to not charge me this unfair fee when I terminate my service on October 20th.

Business

Response:

Please be advised, Verizon has reviewed the consumers

account. In speaking with the consumer, Verizon offered telephone service (over

copper facilities, DSL and [redacted] are also available at the new location).

However the consumer did not wish to obtain Verizon services. It has been

explained that Verizon does not waive an early termination fee due to a move,

nor will Verizon waive a fee when there are Verizon services available at the

new location. Charges have been sustained.

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:

Verizon does not offer high speed internet and cable TV at my new address. I do not, and have never needed, phone service or DSL. Therefor their suggestion to continue my contract by getting other verizon services is irrelevant to my needs. Since verizon cannot uphold their end of my contract when I move by providing me with high speed internet and cable TV it is only fair they wave the early termination fee.

Regards,

Review: I signed a contract with Verizon Fios and my bill has never been correct. I had the salesman explain the contract to me prior to signing to ensure I knew what I was signing and what my monthly bill would be. I was told that my monthly bill would be $133.10 for the first 12 months and increase approximately $10.00 after 12 months. I always paid my bill as per my contract. Due to the fact that they have over billed me I have accrued a past due amount which I do not feel I am responsible for. They are threatening to shut of my service if I do not pay. I have attempted to solve this matter on my own by contacting the company and their corporate office with no success.

Thank you

Tina BradleyDesired Settlement: I want my monthly bill to be what I signed a contract for and I want the charges that were accrued to be waived.

Business

Response:

[redacted] has addressed this same complaint seven times previously to Verizon Executives. Verizon has explained each time both verbally and via email that on her contract and her email it does show $133.10 for the triple play and the MR DVR. On the day of the installation [redacted] added a HD STB which has added $11.99 to the bill for the cost of the HD STB. Verizon has explained this is the only difference and is why the bill is higher. [redacted] claimed the sales representative did not disclose to her the HD cost butshe does have a form that shows the price point on all the STBs. Verizon representatives have explained if she turns in the HD STB then she would be billed $133.10 but [redacted] wants the HD STB. Verizon has explained that if [redacted] wants the HD STB she must pay for it. [redacted] does not agree with this charge and Verizon has apologize and advised it is a valid charge. I called [redacted] on 9/11/14 and left a message on the voice mail. I called again on 9/17/14 and [redacted] said she could not talk. The bill is correct and the disputed charge valid and therefore sustained.Joyce D[redacted]Verizon Executive Relations Sr. Analyst###-###-####

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: At no time did I add the box I was told by the sales rep that I would have a high definition box with mutli room DVR on my second television. I signed a contract and that's what I should be paying. I have been told that what the sales rep told me verbally does not count. I had just requested that he explain the contract to me before I signed it so I knew what I was getting. I was unable to take the phone calls due to the fact that I was at work each time I was contacted. I recently paid my bill in full due to the fact Verizon shut off my cable and were going to turn me into a collection agency. I have excellent credit and I did not want that tarnished due to the fact I was l was misled and lied to by a multi billion dollar company.

Regards,

Business

Response:

Verizon has addressed [redacted]’s dispute 8 times and our position remains unchanged. [redacted] ordered an extra HD STB on the day of the installation with the installer after the original order was placed. This is what caused the bill to be higher. Verizon representatives have explained if she turns in the HD STB then she would be billed $133.10 but [redacted] wants the HD STB.[redacted] has addressed this same complaint seven times previously to Verizon Executives. Verizon has explained each time both verbally and via email that on her contract and her email it does show $133.10 for the triple play and the MR DVR. On the day of the installation [redacted] added a HD STB which has added $11.99 to the bill for the cost of the HD STB. Verizon has explained this is the only difference and is why the bill is higher. [redacted] claimed the sales representative did not disclose to her the HD cost but she does have a form that shows the price point on all the STBs. Verizon representatives have explained if she turns in the HD STB then she would be billed $133.10 but [redacted] wants the HD STB. Verizon has explained that if [redacted] wants the HD STB she must pay for it. [redacted] does not agree with this charge and Verizon has apologize and advised it is a valid charge. I called [redacted] on 9/11/14 and left a message on the voice mail. I called again on 9/17/14 and [redacted] said she could not talk. The bill is correct and the disputed charge valid and therefore sustained.Joyce D[redacted]Verizon Executive Relations Sr. Analyst###-###-####

Review: On April 28, 2014 I came home from work and my Verizon Internet services were “suspended”. I had made a full payment on 4/24/14, which had cleared my bank. I contacted Verizon and was told various different reasons, excused, etc.

Firstly, when I moved to my new home on 1/1/14, I literally moved about a block from my old resident and within the same community, I was told that MY NEW address required me to have an actual phone number and phone service before they could give me the internet service. I explained that I did not have that at my old address (a block away) and was told well, I did at this address and they could not use the old number. Needless to say, I had to be given a phone number and phone service and am being charged for the same as well as internet service. We don’t have Fios in this community. I am supposed to be paying roughly $35.00 per month for internet and my bill is over $60.00. I am supposed to be paper free and am receiving both paper and electronic billings all with different totals on the paper bills then what is on the electronic billings.

When I called on 4/28/14, I was told that I had to speak to billing. Once I was connected to billing I explained that my payment was made a week prior and had cleared my account. The woman I was speaking with hung up on me. This is common practice for Verizon employees. I don’t understand how they can continue to be disrespectful to customers and get away with it. I called back and was told that I did not have internet service that I only had phone service. I told the representative that I did not have phone service and as of yesterday morning, I did have internet service. He told me that was impossible. I requested he transfer me to Billing. Once I finally got to the billing department I was told I needed to speak to Financial Services. One I finally got to Financial Services, I was told I need repairs. I was then transferred to repairs and was told my service had been disconnected. I explained I knew that and wanted to know why, since the bill had been paid and cleared. They sent me back to Financial Services where I was told that my services had been restored, when in fact it had not. I was told that after midnight (4/29/14) my service would be restored. As if this morning the service was not restored.

I would like to know why and how Verizon is allowed to get away with lying, overcharging, disrespecting and ignoring their customers and nothing is being done to regulate or correct these actions. This has been going on for a long, long time.

How can I get his straightened out once and for all? I have been overcharged, lied to and been without service through no fault of my own or weather issues. When will Verizon be held accountable for their actions?

I would appreciate a response as soon as possible.Desired Settlement: I would like my account adjusted accordingly and my services restored to their ORIGINAL status and for Verizon to do something about their rude, inept employees.

Business

Response:

Verizon representatives have been unsuccessful in their attempts to contact [redacted]. Once we are able to speak with [redacted], we will review her account to see if there are any bundles or discounts available that would lower her monthly bill.

Review: October 7, 2013

We are a private charitable non-profit organization, chartered in Maryland for ten years, providing low-rent housing for alcoholics and other-drug addicts in recovery. We operate seven homes in [redacted], Included in our [redacted] are television, internet and telephone [redacted] for our residents.

In May, we started the process of working with Verizon to provide those [redacted] in all seven of our houses. After repeated unsuccessful attempts to communicate with Verizon management to resolve discrepancies in billing, operation of physical equipment, and continuity of [redacted], we are compelled to contact the Revdex.com for assistance.

1. Bills are being sent to multiple addresses.

2. Our organization has been double-charged for equipment and installation.

3. As a Verizon customer with seven accounts, our organization needs one account manager or agent to assist us in answering questions regarding charges and fees inexplicable from the bills sent to us by Verizon.

4. Verizon is sending bills to multiple locations by postal mail as well as email and recorded phone messages.

5. Our phone calls/messages to Verizon are not being returned, and our organization’s volunteers have been “hung up on" when asking questions.

Revdex.com assistance is requested and desperately needed.

SincerelyDesired Settlement: Thursday, February 27,2014

Dear **. [redacted]:

This message further addresses a November 4 complaint from our organization to which you responded last November 19.

Our private, charitable, non-profit organization providing much-needed community [redacted] terminated business with Verizon after experiencing the epitome of frustration trying to lease television, telephone and internet [redacted] from that business.

The problem is that Verizon has no system for allowing, holding, or making available in any of its many offices even one sit-down meeting with a customer-prospective or otherwise-to discuss and resolve proble** including cost of installing equipment and delivering.[redacted].

We sought such a meeting and were told by Verizon personnel that none could be provided in the Verizon system but that every problem could be addressed and worked out by telephone. We tried this method and found we could never reach the same person twice, requiring us to revisit with a second, third, fourth or fifth Verizon customer-service representative what we had already told a previous Verizon representative (or representatives) that had not been addressed by Verizon.

Our organization is a ten-year-old 501 (c)(3) tax-exempt corporation depending partly on charitable contributions. We lease and manage seven neighborhood low-rent “sober houses” serving as residences for recovering alcoholics and other-drug addicts in recovery in [redacted], Maryland.

Before Verizon, our seven-house system had four different providers of television [redacted], and three different providers of telephone and internet [redacted]. We decided to standardize, seeking better control over costs and [redacted] purchased. After being denied a sit-down meeting with Verizon to discuss and decide which [redacted] to buy, we were sold an unclear bill of goods over the telephone.

The first problem was Verizon’s sending of monthly bills to the individual sober houses, instead of one location where all the bills are processed and paid by the Treasurer. In redirecting the bills to go to one location Verizon decided we should be treated as a corporation - without telling us that costs for all [redacted] would be higher for a corporation. The first month Verizon sent us - and we paid — bills totaling $2,778.42. We told Verizon that we could not afford to pay such high costs for communication .

Verizon service representatives then told us we were being billed as a corporation, at higher rates than single-home or family rates. We asked to be treated as seven individual residences and were denied.

Verizon television, telephone and internet [redacted] are offered and advertised extensively. Not defined or delineated in plain English are the variations in costs, including taxes, connected with the array of options. Enclosed herewith are copies of documents describing the efforts we made and the disappointments that caused us to cancel ail Verizon [redacted].

The first month Verizon sent us - and we paid -- bills totaling $2,778.42. The second month we didn't pay anything. We notified Verizon that we were canceling Verizon [redacted] in all seven houses. Verizon responded by continuing to send bills and, eventually, by canceling Verizon [redacted] in all seven houses.

Verizon then went beyond the seven [redacted] houses and also cut off my family home telephone and separate Fax phone [redacted], apparently because I hold the volunteer position of Treasurer on the Board of Directors of [redacted], Inc. (We are an all volunteer organization.)

Since the Verizon phone system triggers the Treasurer’s family [redacted] fire and burglary home protection alarm system, the action jeopardized the safety of my family members for the week-end that phone service was cut off. A Verizon investigator reported later that company records showed the family phone bill had always been paid when due, for as long as Verizon has been in business.

Now Verizon has turned one of our [redacted]’ cancelled accounts over to a collection agency, [redacted] and [redacted] P.C. Our Board of Directors has decreed that we will make no further payments to Verizon beyond the $2,778.42 already paid.

In canceling Verizon television, phone and internet [redacted], our organization contacted and negotiated all three such [redacted] with [redacted], which installed [redacted] equipment and had everything “up and running” in three days.

We are contacting you to let you know the very negative experiences our organization had with Verizon, and to stipulate that our organization will make no further payments to Verizon because the [redacted] we received were over-priced for our needs and for what we thought we were buying when we ordered the [redacted].

During Christmas week we received $5,799.35 in Verizon bills that we have not paid, and will not pay, all for [redacted] after we cancelled Verizon and contracted anew with [redacted]. In contrast to Verizon, [redacted] provided person-to-person office negotiations and pricing for each of the seven houses and the [redacted] provided at each location. Because you contacted Verizon in our behalf we felt obligated to bring you up to date on developments.

Business

Response:

Hi [redacted],

Review: Verizon Fios has billed me for buying content on their network that I called to inform that I have not used. Understanding this is something that they probably get fraudently often, I has asked them to look into this for me.

The Customer Service Representative VERBALLY CONFIRMED (on a recorded call) and also told me she notated the account that their system shows that it that these charges were aded to the account, and that they also show THAT I DID NOT USE THEM!

This is regarding a TV series, where I was charged for 3 seasons ($2.99 per episode), and I told them I DID IN FACT PURCHASE the FIRST season; ONLY the first season. They showed that I did purchase and watch that season, and showed that while the other seasons were also charged and purchased, that they could see I DID NOT USE OR WATCH THEM!

After 3 representatives and over 2 hours of my time, I finally spoke to the Manager, who said her name was ([redacted], I believe), as she HUNG UP on me before I could confirm.

In our conversations I made clear two points;

1. As a loyal customer that pays thousands a year for their service; if they SHOW in their system, and ACKNOWLEDGE that I did not use what they charged me for, then they should give me a credit back for this.

2. I made it clear, even if they want to operate dishonestly and try to charge me for something I did not use, then they need to still honor what I was told by their first representative; which was that I would be credited back for the charges that they showed I did not use.

This manager, [redacted], HUNG UP ON ME, the customer, as I was asking to speak to someone from the next level.

Completely inappropriate behavior and knowingly hung up as she was telling me that my money would not be credited back.

I made it clear that as a reasonable person, I can not say weather this occurred because I accidentally selected a package with all of these seasons, or if it was a system error…I could not tell them, and they could not tell me.

But they were able to try to tell me, that they would illegally take my money for a service I did not want to purchase, and DID NOT USE (confirmed by them).

Thank you very much for your help looking into this issue, which I assume I a Verizon Fios Corporate complaintDesired Settlement: I would in fact need this company to adjust my bill,which shows a total of; $59.80 in charges for service or purchases that I did not use, and they confirmed (on recorded call) that I did not use.

In addition; I am obviously very upset and frustrated that this companies MANAGER would hang up on me, this is not something I have experienced at that level.

I would very much like to have follow up, from a company representative (Above the "manager level" of the person who hung up on me, and told me I would not get my money back for something they acknowledge I did not use).

Thank you

Business

Response:

Verizon Wireline Potomac Customer Advocacy<[redacted]>

Review: When I called Verizon about getting Internet at my new home, the sales representative claimed that we can get Verizon FIOS at the same price we were paying for DSL. I clearly stated that I did not need a landline phone. I asked it I needed a landline with FIOS, and the sales rep said, "No." The sales rep stated my bill would be approximately $55.00. When I received my first bill, it was $73.00. I noticed I was paying for a landline. I called Verizon and the customer service rep apologized for the misrepresentation of the product and pricing. She said she would give me a discount that brought our price to $56.00. After one year, our bill went back up to $73.00. When I called to complain, the service representative was rude and said there is nothing he could do. Now I am stuck in a contract paying $17.00 more per month than what the original sales rep told me the service and product would be. I also need to mention that I asked the sales rep if there would be installation fees before I order the product. She said, "No." I had to pay a large fee for installation. Verizon refused to waive any of it. I would have never ordered FIOS if the price was going to be this high.Desired Settlement: Keep FIOS if they give me what the original sales representative promised, or get a refund for the $17 a month I have been paying and get out of the contract.

Business

Response:

Verizon's attempts to reach **. [redacted] have been unsuccessful; however, records indicate **. [redacted] had the 15/5 data package that billed $49.99 for the first year. The end date for the period was July 9, 2013. Additionally, **. [redacted] had an accompanying $10/12 month credit that expired on July 10, 2013. The current rate for the 15/5 data package is $59.99, which **. [redacted] is currently billed. The rates have increased within the last year and the $17 monthly credit is no longer available. **. [redacted] is not under contract at this time. A Please Call Letter was mailed to **. [redacted].

Review: On March 24, I made a change to my Verizon Fios package to reduce my double play base rate to $a month (before fees and taxes)Every bill following that has reflected my base double play package at $a month which is what I was paying prior to downgrading my plan features to save the differenceYou could also call this a bait and switch as the $a month price was advertised for downgrading to a lower tier but I'm being charged my previous monthly rate of $instead
Every month since March I call in to have my bill manually corrected and every month they escalate a ticket to a "specialist" for a permanent fixIt is now August 23, and I feel we are way past any reasonable time frame for Verizon to resolve the billing issue.Desired Settlement: Permanently correct the billing error and adjust my rate to the correct amount instead of me calling every month to have it adjustedRate increases seem to occur instantaneously without issueBilling corrections don't seem to be given the same level of priority
Business
Response:
Hi
[redacted],