Verizon Online/Fios/DSL Services for Metro Washington DC

Review: I was under contract with Verizon FIOS for their TV, internet and phone service Triple Play for $109. I was paying for services that included 50mbps internet speed, numerous High Definition TV channels, and unlimited phone calls. However, I was actually receiving internet speeds of approximately 20mbps, and the connection would go in and out of service entirely. Also, I was not able to receive channels that I was paying for to include [redacted] Network and [redacted], as well various [redacted] and [redacted] channels.

After eight technician service calls to my home within the past year and a half, the problem was still not resolved. Each of those service calls was where I had to take leave from work with DHS. Technicians who came out to my home included Tech #'s [redacted], and [redacted]. Each of these visits failed to permanently resolve the problem. After the last technician visit, the modem/router was moved next to the FIOS TV box (and [redacted] TV and [redacted]). This did not resolve the intermittent connection problems or internet speed issues that I had been having. The technician thought that by using a direct ethernet connection from the devices to the modem/router that the speed would increase and connection remain constant. By placing the modem/router next to the TV box, it caused interference with the TV picture where it appeared warped with static on the side closest to the modem/router.

Because I often get disconnected from a direct ethernet connection to the modem/router, my wired internet connection speed is less than half of what I am paying for, that I cannot receive a number of TV channels, and that I cannot watch a TV picture that is not warped with static interference, I called Verizon FIOS and asked to have a discounted rate due to the various on-going problems with my service. The customer service representative stated that she could not offer me any discounted services and that if I disconnected my service Verizon FIOS would charge me a $90 early termination fee. Even after explaining that I do not have a TV service that can be watched and that I do not have a reliable internet connection, she stated that there was nothing they could do. I asked if I could cancel at least the TV service, she responded with a price increase for dropping one of the services.

On todays date, February 17, I contacted Verizon FIOS and again asked for discounted service fees. The representative stated that he could not even though my TV service does not work and that my internet service does not work properly. He at least stated that he was very sorry and agreed that it was not fair. When I canceled my service, Verizon FIOS charged my account the $90 early termination fee. I asked for the fee to be waived or credited back to me and he stated that he could not.Desired Settlement: I respectfully request that Verizon FIOS refund me the $90 early termination fee due to their failure to provide services as promised. Thank you in advance for your attention to this matter.

Business

Response:

Verizon has reviewed **. [redacted]'s concerns and records. Based on the trouble history, Verizon will waive/credit the Early Termination Fee. At this time the charge has not been reflected on the bill. Verizon's Customer Advocacy Senior Analyst will review the next bills, and if the charge is reflected, will have the charge removed.

This information has been provided to **. [redacted].

We trust this information will help to resolve **. [redacted]'s concerns.

Review: In early March , 2013 I was having some trouble with my FIOS services and called for assistance. I first thought it was due to my discharge of a BK that occurred on 03/08/13, and that the account number had changed an I didn't receive proper notice. When I called the representative stated your account is active, and there shouldn't be any issues. The call was transferred to the automated system where I was able to reboot the set-top box, an it began to work.

So about three weeks later the service went out, and I called verizon again and was forwarded to technical support and we went through the steps of disconnecting the boxes, and resetting the battery and everything. The service still did not work, after about an hour on this call the technician stated they would send new equipment; 2 weeks later it never showed. I then,. called back an asked for assistance and they gave me the same process as before, we ran the entire course again, and nothing. I called back, and kept getting the run around, then in May I filed a complaint with the office in New York, who later called an stated some one from their team will be intouch. (i did not hear from anyone). I called Consumer Protection agency and they gave me ###-###-#### for verizon, here I spoke with a **. [redacted] who was very helpful. [redacted] took the information over the phone, and forwarded to the appropiate teams for resolution. Two weeks went pass and no one called, and on the third week I called **. [redacted] to find out the status. He (**. [redacted])wasn't aware of the lack of response, and forwarded the information to another team.

I received a call from a lady with a [redacted] number, around late June, and returned her call promptly. This person stated she did not have enough information to complete the request after i'd explain what the problem was, and then she stated you were credited for the service in which you are inquiring. I asked how could that be when no one has called, and the service is still out. She later reviewed and said BK has applied the credit, now this was something completely different. nevertheless, she said a response was sent back to **. [redacted] and that he would need to update the complaint before she could work the account, and she kept stating there's a lot of notes on your account and it's going to take me a very long time to correct the problem. I said okay, then escalated the problem so a team can get assigned to assist, because I am being billed 184.00 a month for service I do not have.

I never heard back from her, so I called **.[redacted] again seeking assistance because now, its august 2013, and I have a bill for 1,531.00 for cable and internet service that has been out of service since April, and a 2 week outage in March. the same process was applied, and we got nowhere.

Therefore, I wrote to the Public service Commissioner of Maryland, and because it was data they didn't have jurisdiction and filed a complaint with the attorney general office on my behalf. The PSC was able to get the attention of another verizon worker namely Angela Shackleford, who stated that they could only credit me off of tickets that were on the system, and implied that she does not have access to all of the records. So, I took it upon myself and called billing, and they found several calls, and tickets that were not resolved. I was pending a follow-up call, but was later told that Customer Advocacy had indicated they would resolve it.

I get a call from the Customer advocacy team requesting to send a repair person to the home, I made the arrangements for him to have access to the home, but when he arrive he checked the boxes outside and discovered that the wiring was incorrect. It was impossible for me to have services the way the system was wired outside. We had experience a neighborhood outage in late April and Verizon team was in the area, and maybe someone just connected my service to someones elses incorrectly. But there was no service in the home from April 2013 thru September 2013. For each of these months Verizon has billed me $184.00, plus late charges and taxes.

This is fraud, you can't bill someone for services they don't have, and now I am getting the run arounds again with this issue of them not wanting to properly credit the account. The only good thing that happen from the ###-###-#### Customer Advocacy was the repair technician who corrected the problem. I was being told that there were no technicians that could come to the resident to fix the problem until I filed with the PSC.

'Desired Settlement: I am expecting Verizon to clear the entire bill of charges , due to the stress of dealing with the incompetent people who do not choose to do their job correctly. Also, the data that was deleted from my account at verizon where multiple service calls were made under the account number [redacted], and they somehow cannot locate the tickets or the service calls where we troubleshooted over the phone. However, I do have cellphone records showing the many calls made to the customer service, bankruptcy depart, and customer advocacy group. as well as the Executive response team where **. [redacted] works.

Please escalate to the highest official of record.

Business

Response:

Please see attached correspondence with **. [redacted] regarding her concerns. Verizon's response remains unchanged. If **. [redacted] is able to provide documentation regarding contacts with Verizon, Verizon can further investigate. Verizon representatives are unable to change or alter existing Verizon records such as notes or trouble tickets.

We trust this information will help to resolve **. [redacted]'s concerns.

Review: I am receiving multiple billings to the same residential service. In one month, I received three billings for the one Verizon service I have in my home. There appears to be three different account numbers assigned to my one service from Verizon, and multiple bills. During the period of January 2013 to the present, I have placed numerous calls to Verizon to resolve this problem. However, it has not been resolved. The problem started on January 9, 2013, when I called to see if I could obtain the lower promotion package from Verizon. Although I did not agree to changing my service because my bill could not be lowered, the Verizon representative changed my service any way and assigned me a new account withou my approval ( Verizon Order No. [redacted]). Within minutes of saying I did not want to change my service,Verizon sent me an email indicating my service was changed. I called immediately to say "Do not change my service." Although the person on the phone indicated that my service would not be changed, it was changed and mulitple billings have been coming to my house. I will pay the Verizon bill on line but it does not register because I have multiple billings on one account. My three active billings from Verizon are on the following account nos: [redacted]. In addition, I received an email from Verizon on January 30, 2013 indicating I was due a credit of 79.88 on my old account [redacted], but this credit was not given to me. I still have the emails.Desired Settlement: Verizon should do the following: (1) Stop triple billing me; (2) give me credit for my payments to account [redacted] and [redacted]; (3) give me the credit on 79.88 to my old account [redacted], which was promised on 1/30/2013; (4) lower the overall cost of my monthly service to the advertised promotional cost; (4) establish a proper billing and accountings service; and (5) assign me only one account number.

Business

Response:

Verizon has completed it's investigation on this account. The customer migrated from to Fios Digital Voice 1/10/13 and then reversed migrated on 1/15/13. This caused her account [redacted] to close and a final rendered in the amount of 368.90. The new voice account that was created was under account [redacted] and a data/tv account under [redacted] . The customer is not receiving bundle discounts due to the outstanding charges owed on the final account. Verizon has spoken to [redacted] and explained that until the outstanding charges are paid in full no changes can be made to the account. Verizon has accepted ownership as far as the order that caused the split villing however the services rendered was billed accurately.

Thanks for bringing this matter to our attention.

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 it is not factual for the following reasons: (1) I did not request a new service from Verizon, the representative gave me a new service without my authorization. Verizon has not taken owernship of their own internal errors. (2) I am paying my bill on line although Verizon is triple billing me. (3) Even this week, I got two letters in error from Verizon about changes in services. I have not requested any changes to my service. I called on May 7 to ask about the letters, the Verizon representative indicated that a number of customers were sent letters by mistake. (4) On Tuesday, May 7, 2013, I called and left several messages for three Verizon representatives in an attempt to resolve this matter. [redacted]. As of today, May 9, 2013 @4:37 pm, I still have not gotten a call back from Verizon.

Regards,

Business

Response:

Verizon is in receipt of the rebutta lcomplaint from [redacted] regarding our 5/9/13 response.

On 5/14/13 and 5/15/13 unsuccessful attempts were made to reach [redacted] to review her issues once again. To date [redacted] has not returned [redacted], supervisor in our billing department calls. The account has been reviewed and is accurately billed.

We have notified [redacted] in writing that our position to the original complaint has not changed. Our final position is that she is responsible for the final bill charges of $368.90 and no changes can be made to her account until these charges are paid.

Sincerely,

Pa.-Del. Customer Advocacy Team

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: It is not factually correct. I called [redacted] on Monday, May 13, 2013, Thursday, May 16, 2013, and Monday, May 20, 2013. In fact, [redacted] has a very pleasant sounding phone message which states, "I will return your call within 24 business hours." In addition, in my message to [redacted] as in my inital complaint, I indicated my cell phone number was the best number to reach me, and I provided that number on the message. Moreover, I indicated in my messages to Verizon staff that I should not be called on my home phone during the day because I work during the day and would not be available until the evening at my home number. In addition, Verizon in response to my complaint said I called 5-days after I placed the order to cancel; this statement is not factual. I called the same day-January 9, 2013 to cancel and order I did not place, but was placed by Verizon personnel. In addition, RIDDLE ME THIS: (1) Why would I place and order to have a new service installed by Verizon when I was already receiving services from Verizon? (2) In the attached email dated January 30, 2013, Verizon indicated that I had a credit. Please explain if I was issued a credit, how I could have an outstanding balance? The email from Verizon is inserted here for completeness and in case the attached email cannot be opended:

From: Verizon Notification <[email protected]>

Sent: Wednesday, January 30, 2013 3:16 AM

To: [redacted]

Subject: Verizon Credit Request Status

Dear Customer,

As a result of your recent inquiry, we have issued a credit in the amount of $79.88 on your account. This credit will appear no later than your FEB, 2013 billing statement. Please note that any invoices received prior to that date may reflect the credited amount as unpaid. You may view this billing adjustment at www.myverizon.com by following the steps outlined below.

Step 1: Sign in to your Verizon account

Step 2: Select the View Bill link located beneath Billing Summary

Step 3: Select View Payment History from the Quick Links menu

Step 4: View your account’s adjustment history located below the payment history section

It is our goal to provide you with outstanding service. Please accept our apology for any inconvenience related to your recent inquiry.

Thank you for choosing Verizon.

Sincerely,

Verizon

[redacted]

Regards,

Review: We got a mail from Verison to invite us to switch to their internet service. We called their customer service and

got to know that the monthly fee is $29.99, the one time activation fee is $69.99, and the installation fee is

waived. The sales representative also told us if we are not satisfied with their service and would like to cancel

within 30 days of connection, they won't charge us the $69.99 activation fee and the monthly fee will be prorated.

So we decided to try their internet service. A technician came to set up the internet on Aug 4th. He also

confirmed that if we would like to cancel within 30 days of connection, they won't charge us the $69.99 activation

fee and the monthly fee will be prorated. Just within 10 days, we found that their internet service is not very

stable. So we called in to cancel it. However, they refuse to remove the $69.99 activation fee from our bill

though we cancelled within 30 days. Monica B[redacted] from their customer relationship department asked for some proof

that their sales department told us the activation fee won't be charged. So again, we called Verison customer

service about their internet sevice. The sales representative we spoke to confirmed that there won't be a $69.99

activation fee if we cancel within 30 days. This time, we recorded the whole conversation. We sent the recorded

conversation to Monica. She said that they are sorry that we got wrong information from their sales

representative, but they cannot remove the $69.99 activation fee from our bill. We think this is unacceptable.Desired Settlement: remove $69.99 activation fee from our bill.

Business

Response:

Verizon

records show that a credit totaling $69.99 for the activation fee was issued on

9/29/14. The current balance is $7.64

and will reflect on the bill date 10/06/14.

[redacted] advised that he was satisfied.

Review: I was working with a representative, Tyrone P[redacted] to get Verizon Fios set up in our new apartment. We specifically asked him to have a technician come out to set up our boxes. Instead, we were sent a self-installation kit before I had ever even agreed to the billing estimate. I talked to Tyrone about this and he simply suggested we install it ourselves. I also told him we had our own router and wanted someone to come take a look to see if it would be compatible and help us set it up and he told me to google it. After I responded that is not a sufficient answer, it took him 6 hours to email me with two router models that would work, after he said he would get right back to me. I then asked him again about having a service tech come out, like we had asked. I had called Verizon customer service before (because Tyrone would take too long to get back to me) and they said since I already had the self - installation kit they would charge me $90 for a service technician to come out. I expressed my frustration to Tyrone and asked him to remedy the situation -- a situation that was Verizon's fault. In each of my correspondence with Tyrone, he said he would get back to me as soon as possible, and I had to call him back every time to get any sort of answer. He still has not called me back about having a technician come out when I called him about it on July 15.When I was about to give up, and install everything myself, I received a customer service call from Verizon on July 16, asking how my service tech appointment went. I explained that no one ever came out, and we got sent the self-installation kit by mistake. The person transferred me to tech who I had to explain the situation to again. This tech person (Roy) then said he had to transfer me to sales who would be happy to set up a tech service appointment and wave the $90 fee. After being on hold for another 15 min, I then waited on the phone for 20 minutes for someone to look up my account information, who then refused to waive the fee because it said self -install on my profile (and yes, I had explained the situation multiple times to him.)After this extremely frustrating experience, I sent Tyrone an email at 12:30 pm on July 16 explaining what happened and asked him to call me immediately. I still have not heard from him on July 17. What baffles me even more is that I had asked for an estimate for a different Fios package on July 12 from Tyrone that I still have not received. I chatted online with a Verizon customer service representative who was able to give me that estimate in 5 minutes.The fact that Verizon is refusing to fix its own mistake (and frankly, a very easy fix to make the customer happy) is appalling to me. Unfortunately, our apartment building has a contract with Verizon and they are the only cable company our apartment is hooked up for. I feel Verizon is taking advantage of this and not treating their customers well, because they know we have to stay with them if we want cable. If I had a choice, I would have immediately pulled the plug and switched to a different cable provider.Desired Settlement: I would like Verizon to admit they made a mistake, and send a technician out to our apartment to hook up our cable boxes for free, like we had asked for in the first place. If Verizon cared about their customers at all, they would have done this a week ago, and given us a discount for all the hassle they have put us through.

Business

Response:

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

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

Date: Mon, Jul 21, 2014 at 1:23 PM

Subject: Revdex.com #[redacted]_ Additional information needed 7-21-14 (CASE[redacted])

To: [email protected]

[redacted],

Verizon is in receipt of the complaint filed on behalf of [redacted]. In order to investigate the concern shared by [redacted] I will need a contact number for the customer

and the address verified. Please advise.

Thank you

Monica B[redacted]

Verizon

Sr. Analyst-Customer Svc

Potomac Customer Advocacy

[email protected]

(804) 772-7822

Review: Telephoned to disconnect FIOS and Telephone service on 02/27/2014

Did not receive shipping boxes to return FIOS equipment

Telephoned to request FIOS set-top / DVR equipment shipping boxes

Shipped equipment 03/18/2014

March 22 2014 Verizon bill showed telephone disconnected - still being billed for FIOS - called was promise resolution and HARDCOPY of FINAL billing with adjustments - Amount due shows $192.79 - NOT CORRECT!

April 2014 Still being billed for FIOS - called was promise resolution and HARDCOPY of FINAL billing with adjustments

May 2014 Still being billed for FIOS - called was promise resolution and HARDCOPY of FINAL billing with adjustments - On line statement shows warning of referral for collection

June 2014 Still being billed for FIOS - Assured problem resolution - Assured matter would not impact my credit record

June 10 2014 - received notice from [redacted] Collection Agency

June 15-16 called escalated to Office Manager- referred to specialist who identified the problem and assured me credit matter and problem would be resolved.

June 16 - received e-mail advising my service would be disconnected effective Jun 19, 2014

July 13- checked on-line statement. Bill indicates small credits for equipment return effective 6/15 - Balance due now $400.41Desired Settlement: A correct HARDCOPY final bill showing disconnect as of 2/27/2014 will ALL appropriate pro-rated credits.

ps. In 1969, I was a Business Office Supervisor for [redacted], which become [redacted], which became Verizon—downhill all the way.

Business

Response:

Verizon is in receipt of your complaint from **. [redacted].A billing specialist has been in contact with **. [redacted] to discuss his concerns.Adjustments have been completed on account ###-###-#### for a total of $296.21 which zero outs that account.An order was issued on 6-19-14 with an effective bill date of 2-28-14 to disc the TV and Data account. The account was not disconnected as originally requested. We have agreed to follow up the final bill to make sure all credits to this account are applied appropriately. If necessary, manual adjustments will be issued.An email will be sent out to **. [redacted] once the final is reviewed.The accounts have been removed from the outside collection agencies and are not credit reported.

Consumer

Response:

[redacted]

Thanks [redacted]—after months of frustration the Revdex.com got results!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me, if the final billing amount is correctly prorated to an effective date of February 28, 2014. I rather believe it will be.

Thanks sooo much!!!

Review: I signed up for Verizon FiOS last year and have been satisfied with their service. I moved locations a month ago and kept them as my product. I noticed an issue with the internet speed and decided to upgrade my service a couple of weeks ago. I have been noticing low speeds and called Verizon for help. We determined the problem stemming from the router being in an improper location. When I requested this to be fixed, they stated it was a $120 charge to change router locations. I inquired about how that was fair (since I had no idea of knowing this would be a problem when the router was installed), and there was no adequate answer for this. They also recommended that I do the work myself. This does not seem to be an instance where Verizon is standing behind their product. They essentially wash their hands of us after it gets installed. How is this proper customer service? Shouldn't you stick with your customers and make sure they are satisfied?Desired Settlement: My desired outcome would be a repair agent to come to the house and move the router to our living room free of charge. I would think this would be completing the job of giving us proper internet access.

Business

Response:

We made several attempts to contact **./**. [redacted]; leaving messages. According to our records service was installed at this location on 5/9/14, [redacted] for this

customer.

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’ve had Verizon FIOS service since 2010. Last summer (2013), I decided to downgrade my Verizon Service to just internet and home phone. I cut my cable service off and turned in my cable boxes. Since that time, Verizon has called me on several occasions trying to convince me to upgrade my FIOS package to once again include cable TV. I refused to add cable TV to my FIOS package until 3 July 2014. I received an offer letter and invitation as a current Verizon FIOS customer, the letter was signed by Stacey Juliono, Director of Verizon FIOS. This package included Preferred HD TV, internet, and home phone for $84.99. I was intrigued by the offer, and decided to accept the deal.

The letter and invitation included a special Verizon link that was specific to this offer. I attempted to accept the offer online several times, but was unable to. The offer was not due to expire until 17 July 2014, so I could not understand what the issue was. I contacted Verizon’s Customer Service to ask for assistance. Three Verizon customer service representative, attempted to help me with this issue over a 2 hour period.

I could not understand the difficulty in honoring the offer that was given. I was then transferred to a representative from the Verizon eCenter via Chat (representative information can be given upon request). I took pictures of the offer letter, invitation, and web screenshot of the Verizon invitation page, and emailed this information to the representative. Once the representative received the information, she agreed to honor the offer. She stated she would have to include discounts that would bring my bill down to the agreed upon $84.99 (excluding equipment and fees).

Once the order was complete, I received an email from Verizon the next day outlining my bill. The bill amount was incorrect. The discounts included lowered the bill to $112.99. I emailed the same Verizon representative the incorrect bill, and she apologized and said the bill would be adjusted. I waited for two weeks and my bill is not only incorrect, it’s unclear and hard to understand. I am not sure what I am being charged for at this point. I contacted Verizon again 25 July 14 and this issue has still not been resolved. For whatever reason there are a number of adjustments made to my bill that are unclear and hard to understand. I have been charged twice for multiple items and Customer Service is unable to help with anything, which is odd. I’ve received more phone calls from Verizon attempting to sell me products and services, then I’ve received trying to fix my billing issue.

As a loyal Verizon Customer, Military Veteran, and Government Civilian, I am shocked and appalled by Verizon’s lack of customer service, and attention to this issue. My level of frustration cannot be described. I have a copy of the offer letter, invitation, web screenshot, chat session, and emails from the Verizon Representative if any of that information is needed. It would be much appreciated if this issue can be addressed as soon as possible.Desired Settlement: Resolution of this issue, fair bundle offer, and apology.

Business

Response:

Hi

[redacted],

Review: I called into to change my service address after already having service issues with the company a few days prior to this in which they openly lied to me and my fiancé about causing us to miss work for them not to show up anyhow. ...I called in twice about changing address both times I was told that my contract would stop because I was moving.....mind you I'm not moving to another state I'm moving across town 6 miles from old address same city same zip code and they kept telling me I couldn't just transfer service that I had to resign up with them and go thru the whole hassle with signing up again they dropped the ball when I signed up with them the 1st time and they tried to make things right by providing me with monthly credits to cover the cost of the services there representatives said we're free in which they were not free and I wasn't about to go thru the whole hassle again then I speak to a "supervisor" named [redacted] from the [redacted] Florida office who proceeds to get extremely rude and arrogant and an overwhelming amount of attitude in which I asked him why about after he continued to have an attitude I finally hung up I shouldn't have to pay a disconnect fee when they can't simply change my service address as I requested they make nothing easy when it comes to moving then to boot on 5/10 my service completely quit working again as it did the week prior to this for almost 5 daysDesired Settlement: To be released from there contract fees when they indeed aren't willing to do anything with my service transfer not 1 but 2 of there reps said indeed I would have to resign up with Verizon meaning they are canceling my contract not me

Business

Response:

Please be advised, Verizon has reviewed the account as well as Verizon’s policies with the

consumer. It has been explained that the early termination fee would be

considered valid. Verizon apologizes for any unprofessional treatment the

consumer may have received in his attempts to rectify this matter.

Review: Verizon Fios service was charging me the incorrect amount when I transfered my services to my new home. I paid the bill they sent me on time , I even called and told them my bill was not correct and they said everything looked fine. I moved in July 26,2013 and they now just realized that I was billed the wrong amount. They sent me a back bill of the last 4 months of almost 900.00 dollars and they want me to pay them for there mistake in billing. They are not offereing any help with this matter.Desired Settlement: I want to accept responsibilty for thier mistake and deduct at least have the bill.

Business

Response:

Verizon's attempts to speak with the customer to address the complaint have been unsuccessful. Several messages were left requesting the customer to make contact; however, to date contact has not been made. Verizon will gladly assist the customer upon contact.

Review: July 30, 2013

Revdex.com

Dear Sir or Madam,

I currently take Verizon mobile phone, land line and broadband internet services, I received a promotional offer for a free upgrade to Verizon High Speed Internet Enhanced (plase see attached promotional code [redacted]),

I called Verizon on July 26th at approximately 2:50 pm E5T to sign up for this free upgrade. I spoke with Mrs. Overton who told me that she was having trouble with her computer because automatically sign me up for FIOS and that she needed to speak to a manager. When she returned the phone, she told me that because FIOS is now available in my building (my building is currently being wired for FIOS) that I did have to sign up for FIOS to receive the free upgrade. I was not interested in signing up for FIOS, I just wanted the upgrade I was offered.Desired Settlement: 1. Acknowledgement of the unethical bait-and-switch promotion.

2. Apology.

3. As stated above, my building is currently being wired for FIOS and I had considered signing up once the wiring is completed. I want any sales representative who canvas to get people to sign up to also acknowledge this past

improper customer service history and can explain how anyone who signs up can trust they will be fairly treated in the future.

Business

Response:

We have made attempts to contact the customer; leaving messages. We apologize for the mailings being sent but unfortunately HSI/DSL is no longer available so no upgrades to the service will be done as this area is now a FIBER area.

Review: I phoned Verizon on Tuesday, August 26, to request cancellation of Internet/Phone on September 6, 2014. This was confirmed and I do believe I still have a confirmation email. On August 28, 2014, I logged on to my computer to find that Verizon had already cancelled my virus protection (which I had a subscription to) which was to be cancelled on September 6, 2014. There was no conversation with Verizon to cancel any portion of my package PRIOR to September 6. Verizon took it upon themselves to put my computer at risk, and other devices I still use the internet for, by cancellation my virus protection. Which, is paid and up to date as of this complaint. I requested to speak with a supervisor, only to be told I could wait 45 minutes on hold and the agent would wait on hold with me. I then informed them I would contact the FCC and Revdex.com to file a complaint. Verizon's customer service throughout my tenure with them, has gone downhill and I would not use them again, ever. Hold times are longer than 20 minutes, you can not speak to an English speaking agent, and constantly hung up on when phoning for service.Desired Settlement: I am expecting Verizon to pay me $100 for new virus protection, which I will have to purchase for a week's use (as I am getting new internet provider on September 5 (which is why I cancelled Verizon on the 6th). I am purchasing the protection online, as I use my computer not only for an at home business, but personal use, and the virus protection was NOT to be cancelled, without my knowledge, confirmation, or request. I am also requesting a refund of my final month's payment to them, as I not only have lost a day's work of business, due to not having virus protection (and not being able to purchase until 8/29,2014, but to also put my customers at risk with the work I have to provide them using the internet.

Business

Response:

Review: On July 9th, 2014, I called and spoke to a gentleman to cancel all Verizon Fios services. I had a 2 year contract with TV, internet, and phone through July 2015. At the time I was 12 months into my 24 month agreement, so my cancellation fee was somewhere around $120 ($10 per month left on the contract). I was perfectly fine with the cancellation fee because my Fios experience has been the worst of all cable providers I've ever used. Slow internet, glitchy TV services, etc.

However, the Fios employee informed me that there was a way to keep just internet and not make any changes to my contract. I was told that I would be allowed to drop TV and phone services while keeping my internet service for the remainder of the 24 month contract, to expire in July 2015. I was explicitly informed that I could have JUST INTERNET and ride out the rest of my original 24 month contract.

Numerous times throughout the phone call I asked this very same question: "There will be no changes to my contract, correct?" They replied with "Correct." Well the bill came the next month and it stated that I now have a NEW 24 month contract for just internet through July 2016. I never ONCE agreed to this new contract.

I proceeded to call Fios, and a person in their billing department confirmed that there was a note on my account made on July 9th 2014 by a Fios employee (I believe his name is Kevin). The note stated that I was ALLOWED TO CARRY OUT THE REMAINDER OF MY TWO YEAR CONTRACT WITH JUST INTERNET. The person that I was speaking to informed me they "Fios would have to honor what Kevin told me on July 9th."

So from here I was transferred to the cancellation department, where they were 100% unwilling to help me. I was told "There is nothing we can do to help you, you signed up for a new 24 month contract." The bottom line here is, I NEVER ONCE AGREED TO A 24 MONTH CONTRACT EXTENSION FOR JUST INTERNET.

It is absolutely ridiculous that I tried to cancel my services for $110, got duped into a new 24 month contract, and now if I want to cancel I am going to be charged the full 24 month cancellation fee of $240.Desired Settlement: I want Fios to provide me with the phone call records of my conversation on July 9th where I was explicitly told that I am not signing up for a new contract, and would be allowed to ride out the remained of my original 24 month contract. Once the burden of proof is shown, I want Fios to honor the original $110 cancellation fee so that I can cancel all of my Fios services.

Business

Response:

Our records show that

a credit totaling $157.50 was issued on 9/15/14 for the remaining Early Termination Fee

(ETF). [redacted] was advised.

Review: 11/24/13 - We started service with Verizon on this date and had a installation technician come to our apartment. That week we had no issues, however, the following week we lost internet for a day. After talking to tech services on the phone for an hour they tried everything they could to get it back up remotely with no success. The next day the internet came back up.

The following week we had the same problem, our internet cut out for a day. We called and they remotely couldn't get it running once again. They set us up another appointment for a tech to come to our apartment. When the tech arrived, he was very inappropriate in saying the tech that installed it was "amateur hour." He rewired everything and said it should be fixed now.

The following week...same thing. Internet went out, called, they couldn't do anything. The next day it came back up again.

This has happened every week for at least 2 months, same process of internet going out, calling, can't help, comes up the following day.

2/26/14 - same thing, but we at this point were too frustrated to bare it any longer. We called and told them it needed to be fixed. We weren't receiving internet which we are paying for. And after each call with the techs over the 2 months time in telling them it keeps happening, the best they said they'd compensate us is around $40. That money is purely the cost of each day it was out and nothing more. We requested some other compensation for the hassle of it happening every week and not being fixed, the countless hours on the phone, and the fact that it's completely on their end. They told us "they do not compensate, period". But they sent us another technician. The technician that came, was ironically the guy that initially installed our service. They man referred to as being "amateur hour". He came on the 28th, which for the record was 2 days after they said they'd send someone, and that was the fastest they got someone to us. Usually we call on Tuesday and we have to wait till Friday.

2/28/14 - He comes and tests the wiring in the apartment, says everything is in perfect working order and he tells us it is a programming issue. So I had to once more get on the phone and speak with them for more hours. The constant transfers over the phone to the wrong departments with no transfer of information so I have to repeat myself made it even more frustrating. But that's been the case for at least 2 months and sadly we're getting used to it. After talking to the tech dept, they said it was not a programming issue. The runaround continues. Eventually they tell us they believe it to be the box in the apartment building needing to be replaced. They set us up ... yes, another appointment with a technician. The technician was scheduled for 3/1/14, with an appointment time of 8AM - 12PM. I received a call at 8:13 AM from the technician dispatch supervisor checking to make sure he understood what was needed to be done, and then he told us they'd be with us shortly.

At 12:02 PM I called to get a status report from someone about where the tech was, after a 34 minute call they told me that we are next on the list and they probably had a job that took a little longer then expected.

At 3:32 PM we still hadn't received a call nor received a visit from a technician. I called for another 23 minute call. They told me the same thing, that we were next on the list, and they were sorry for the delay...

At 6:13 PM I called, yet again. I received a text message at 6:08 PM saying "Your Verizon repair request is closed. For additional help, go to verizon.com/inhomeagent." So, we waited all way for our apt that was supposed to be between 8-12PM, told by two different people that we were next on the list, only to find out they just closed our request. We were never called by anyone in dispatch other then the 8:13AM call telling us shortly. So our call was two very annoyed people (myself and my fiance'). When we called, we asked to speak to a supervisor immediately. After speaking to a supervisor she said she would expedite us an appointment for 3/2/14 so we'd be first on the list. Then we told her, we need to be compensated for this, at this point, $40 is like a slap in the face to us for all that we've been through with them. She said she wasn't in the correct dept for that and would need to transfer us to Customer Support. We told her to be sure that the person she transfers us to is a supervisor. She said she would, but she'd need a "moment" to fill them in on what was going on. We said sure...over 45 minutes later we finally hear someone on the other line. 45 minutes of Verizon music and waiting for the transfer.

The person that answers...Keeosha... starts the call asking for our account number. We give her the account phone number and ask in the 45 minutes she was talking to the supervisor she didn't get that basic information?! She didn't acknowledge the question and instead went to ask for my name and address. I said "seriously?!" She replies "uh, yea seriously" with the worst attitude making us go off the deep end. We tell her we were waiting for a supervisor to answer, since we were told from the last supervisor that she'd transfer us to one and instead we got a rep. She said "i don't know anything about that" and she continues to tell us (with attitude) how we have to explain to her all over again what the issue is before she'll transfer us to a supervisor. There was much cussing on our end at this point of the phone, not directed at her but at the situation and how it was ridiculous. She told my fiance' that she'd hang up on him if he continued to cuss, so I took the phone and ... told her everything...once again. I apparently used the S word a bit while trying to calmly explain what we'd been through but couldn't contain my frustration. Eventually she passed us off to her supervisor.

[redacted] (Consumer and Mass Market Supervisor) - As you can probably guess, we had to explain all over again what happened. We told him we expect to hear the word free a lot when dealing with compensation for everything we'd been put through. [redacted] said they do not compensate, period. When we asked him how they can not compensate for something that is on their end like this, he said they can only give us the money for the service days that were out. Which is the around $40 mentioned earlier...it's actually less then $40 by the way, I'm rounding up. So we are of course at this point through, we can't believe a business can operate like this and get away with it. We then ask for him to transfer us to his supervisor, he tells us there is no higher then him, period. So I took his name and position down as you see above.

After a long and exhausting conversation with [redacted] we ask to be released from our contract then with no charge to us. He tells us its $220. I said which you will waive. He said no I will not. I then told him again that it's on their end, and for constant bad service (internet and customer service) we deserve to at least be let go with no charge. He then repeated the amount of $220 and told us he wouldn't waive it. I ended the call saying I was going to contact the Revdex.com about this and he just simply said okay.

Just when you think this mess is over, it never ends.

3/2/14- Our apt was again supposed to be expedited for today. The apt again has a 8AM - 12 PM slot. At 12:56 PM I called and the automated message said our apt was to be completed before 1:30PM. So again, hoping for the best I waited. But when it got closer I called, at 1:20 PM. I spoke with a rep, explained the entire situation again, she calls dispatch. After the long hold, she tells me they apparently don't have me down for today. They told her to fill out a "red ticket", and the rep even told me she had no idea what that means. She then transfers me to her supervisor per the dispatch supervisors request. To be clear I'm talking to her supervisor, not the dispatch supervisor. The supervisor, [redacted], asks me to explain whats going on...I do this, yet again. She puts me on hold, again, so that she may also call the dispatch and figure out whats going on for herself. When she comes back she says she doesn't know why her rep said that and that our ticket is still open for the day. She tells me she will call me in an hour to check to make sure I've at least been contacted - finally, someone who gets customer service (ironically she's not in CS she's in tech support).

2:23 PM - I get a call from a technician, he tells me that they will not be coming today. Because other people in the building may have Verizon and are on the box, they'll need to monitor it to see if anyone else is having problems. They will be contacting me Tuesday morning to let me know what they've decided. After I explained to him that the problem always happens either Tuesday NIGHT or Wednesday night and that the problem wont happen while they're monitoring, she just said I don't know in a very impassive way. He then proceeded to tell me that they are trying to get in touch with the technician that assisted us on 2/28/14 (amateur hour tech?), but were not succeeding. They are trying to find out from him if he changed our position on the box. Apparently, if we are the only ones having problems in the building, all they will have to do is move our wire to a different slot on the box... so of course I ask this tech on the phone why they don't just send us a tech to do that simple and quick task? He says, because they're going to do the monitoring thing till Tuesday instead...and essentially waste our time even longer.

I did receive a call back from [redacted], she tells me that the techs passed it to the engineering dept because of them needing a team and a special part to replace the box. She knew nothing of the monitoring.

Absolutely Ridiculous.

And let it be known, we have been polite and kind to every rep we spoke with except the [redacted] rep. And we never insulted her, we just happened to cuss about the happenings. I also can provide all of the texts and emails pertaining to the technician appointments that were not kept, I have the call log to show the hideous hold times and the numerous calls I made. Any proof needed, I've got it.Desired Settlement: We would like to have our contract terminated with no charge to us. We think that is more then fair after everything we've been put through.

Other option they can give us the 2 months of unacceptable service free, either the next two bills free or reimburse for the 2 months prior (more costly), and of course they'd have to FINALLY fix it.

Business

Response:

We have made attempts to contact [redacted], leaving messages. We have issued an additional credit of $83.89. Customer was issued a credit of $10 on 3/16/14 by Customer Service. The $83.89 credit covers 12-day cumulative oos credit for all service (1/11/14 - 1/13/14, 2/18/14 - 2/19/14, 2/28/14 - 3/5/14).

Review: on 11-28-2013 my internet service was out of service, since that date the service has been out a dozen times I have called every time it has been out but when I call the customer service rep doesn't see my complaints , every time I have called no can answer why, no one has followed up with a return call to explain why, I have requested a return call and no one has called.My internet service is out today 1-01-2014 and still no one give a reason of what is causing this on going problem in the verizon network.Desired Settlement: Repair the network correctly and stop using band aid in water as they do not stick.

Business

Response:

According to records, a technical support representative made contact with the customer to address his service issues. Upon contact, the representative tested the line and found no trouble. The representative informed the customer there was an outage ticket

that was cleared on January 1, 2014 at 2:53pm. The close out information stated the technician reset

Optic 3 card, which cleared the outage trouble. The representative informed customer that everything is testing okay and informed the customer what was

done to resolve the outage. The representative agreed to follow-up with the customer Thursday, January 9, 2014 to ensure there are no further issues. The customer asked what Verizon was doing to finally resolve the issue and was advised the resetting of the Optic 3 card fixed the issue and at present, there is no further work required. The customer disagreed with the response, at which time, the representative spoke with the Verizon Online Technical Support manager, who confirmed the resetting of the Optic 3 card repaired the issue and there is no further work required, at this time.

Review: May 23, 2011 Verizon FIOS cancelled my account without informing me. When I started with Verizon I was billed two months in advance. I was told I had no choice, that was their policy. I had not made the payment for July in June (in advance of service) subsequently, FIOS shutoff my service. I was not informed that my services was shut off for not making the June payment and I thought there was a mechanical problem with the service so I had made an appointment to FIOS in an attempt to having the service repaired for Friday of that week. I contacted FIOS to find an location to make a payment at a service center and was experiencing difficulty in find a location on May 24. On one of the calls I was told that my service was cancelled Monday May 23, 2011 and it was not due to a mechanical problem. I was [redacted] so I contacted Comcast on May 24 to change over to their service and received a service appointment for May 27, 2011. On May 26, 2011 I went to the FIOS center located in the [redacted] Mall and attempted to return the equipment. The center informed me that they would not accept the equipment at the center that I had to go to the UPS center approximately two stores down in order to return the equipment in which I did.

FIOS has reported to the credit agencies that I defaulted on a $266.00 payment claiming my account was not closed until July 30, 2011. I have proof that I started with Comcast on May 27,2011 and could not have had both FIOS and Comcast accounts active at the same apartment at the same time especially considering I personally returned FIOS equipment May 26, 2011. I could not had used FIOS service without their equipment considering the service was shut off May 23 and their equipment was returned May 27.Desired Settlement: To have the 266.00 charged removed from the credit agencies.

Business

Response:

Please be advised Verizon records reflect internet and tv

services were disconnected 5/27/11. The charges billed on the 7/2011 invoice

are for voice services provided up until disconnection on July 25,2011. Telephone

service would continue to work under Verizon until the telephone number has

been ported by the other carrier. Verizon has spoken with the consumer and has

requested that he provide a copy of the initial bill received from the other

carrier when services were ported. Verizon will then review and will look into

adjusting services back to the date of the first bill received by the carrier.

The consumer has been provided with direct contact information as well as a fax

number to provide the documents requested. Updated information will be provided

once Verizon is able to complete its investigation.

Review: They have local trucks, used for repair and service calls in this immediate area, that has "Get Fios" along with their phone number. For the past 3 years I have been trying to "Get Fios" but it is not available here. They are advertising for a product they do not carry and apparently will. I have been on their "notification" list for all 3 years and check availability every 3- 6 months. I don't appreciate having to see this false advertisement on a daily basis as they don't even plan on having it anytime soon. My location is about 1-2 blocks from the verizon building and 3 blocks from the City offices so it's not an issue of being out in the middle of nowhere.Desired Settlement: Please bring the service to this area, which is in the heart of downtown, Main Street

Business

Response:

Verizon has reviewed [redacted]'s concerns. Verizon does not currently have a franchise agreement with [redacted] County. Ther is no indication as to when FiOS services will be available at [redacted]'s location.

Verizon has responded via letter with this information.

We trust this information will help to resolve [redacted]'s concerns.

Review: I cancelled my services with Verizon FIOS in June 2014. At that time we paid our early termination fee and our last bill.

After cancelling we saw online that we still had a balance (which was an error-but we assumed that we owed, so we paid it.)

We received a billing statement in July that said our account was overpaid. (Negative balance)

At this point we started calling 1800-VERIZON to figure out what the issue was.

After spending a week on the phone and speaking to multiple representatives we learned that when our account was closed it somehow got split into 2 different accounts. We were billed on one account but the payment got posted to the other account. So one account was negative and the other had a balance due. We were also told that we were improperly billed and they attempted to process a refund. (The representative said that “Verizon asks that you do not make any payments after you cancel your account”, great policy by the way, “don’t pay your bills… then we will send them to collections”)

After notifying the representative several times that the bank account number they have on file for the payment has been canceled (we just moved to an area where that branch does not have any locations) and that they would have to provide us the refund by some other means. After putting my wife on hold to process the payment refund the representative returned and proudly told us that they had reversed the payment and the amount should appear in the account they have on file within a few days, needless to say this caused us to spend extra time on the phone to straighten out the issue of our refund being processed to a closed account.

We were finally able to get them to send us a check. Afterwards we still had one account (which did not exist before we canceled our service) that had a “balance due”. The Verizon representative notified us that WE would have to contact Verizon’s billing department to straighten out the problem. This is an outrage! Verizon messed up their billing, not us, they are the ones that should have to deal with it, NOT their customers!!

We called 1800-Verizon again, then told the representative that answered that we needed to be connected to the billing department. The associate refused to transfer the call and insisted that they deal with it themselves. After having to explain all the issues we have been having to yet another representative, we were told that it would take some time to figure out what the problem was and that they would give us a call back in 48 hours. We waited almost 72 hours and did not receive a phone call from that representative (and we have yet to receive a call back about a month later). About 3 days after we were told they would call us back we received an automated phone call from Verizon telling us that our account was past due. It seems that Verizon had started the process of sending the illegitimate bill to collections, so we had to call yet again.

I called 1800-Verizon, when I reached the automated system, I pressed 0 thinking that this would bring me directly to a representative instead it took me to a menu that allowed me to contact billing directly.

I was connected to a representative with the billing department and requested to speak to a supervisor, the representative insisted on dealing with me directly.

I explained the problem to the billing representative. After about 30 minutes on the phone ironing out the issues – yet again – the representative said that he had forced the “overdue” account to a zero balance. Before hanging up I ask the representative “Both of those accounts are now settled?” He assured me that they were. I then asked “So I will not get billed again?” He said something to the effect of “you will probably receive a final bill that will show an account balance of $0.00 but you should not receive another request for payment.”

Today I received yet another bill from Verizon but it did not have a $0.00 balance. This is the second time Verizon has billed me after canceling services with their company. I am absolutely fed up with this company at this point. We have exhausted many hours of time, stress, and aggravation with this company that should not have been an issue in the first place.Desired Settlement: We wish to no longer be billed for a service that has been cancelled for months- and have confirmation of this in writing. They also need to change their billing policy and communicate within their own company. Customers should not have to explain the same problem multiple times. (Should be located in their records) AND the customer should not have to contact another department about an issue that should have been fixed- this should be done internally.

Business

Response:

Records indicate a billing representative spoke with [redacted] on September 11, 2014 to address the complaint. The representative explained the account was disconnected on June 27, 2014 and reflected a credit balance of $6.70. Verizon received a payment of $82.50 on July 15, 2014. [redacted] made contact on July 30, 2014 requesting a refund check of $82.50 be sent to him because he paid on an account that did not have an existing balance. Verizon sent a refund check for the disputed payment amount of $82.50, which [redacted] confirmed receipt. Subsequently, the payment of $82.50 was returned by [redacted]'s financial institution because the payment was made against a closed account. As a result, the $82.50 refund sent to [redacted] was placed back on the account. The representative explained to [redacted] that less the $6.70, he owes $75.80. All charges are valid. No further action is warranted by Verizon.

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 was contacted by a Verizon Representative by the name of Yvone H[redacted] at ###-###-####. She informed me of the situation described in the response to the complaint. She also said "Call your bank... ...they will tell you the payment was never sent". I checked the account records of the account we used to make the payment of $82.50 on July 15th, 2014. On the statement for our checking account ending in 8025 a payment of $82.50 was made to Verizon on July 18th, 2014. To cover all bases, I also checked the [redacted] Card account we used to pay out final bill of $124.65. That payment was also made to Verizon on June 25th, 2014 and processed on June 27th, 2014. both of these statements are attached to this message. the payment of $82.50 can be found under the file "[redacted] Checking Account Statement_Account Number Blacked Out.pdf"the payment of $124.65 can be found under the file "[redacted] Card Statement.pdf"According to our account records the statements being made by Verizon are completely false and action is still required on their part.I believe the problem lies in the fact the when we closed our account, it was split into two accounts, numbers listed below, The payment was processed on one account and the refund on the other.Original Account # [redacted]Secondary Account # [redacted] (Created after services canceled)

Regards,

Business

Response:

A billing representative made contact who spoke with [redacted] to address the rebuttal. [redacted] expressed concern regarding a contact made on August 5, 2014 where they were advised there was no balance. The representative apologized and explained the bill includes the $60 early termination fee. [redacted]

stated she disconnected service on the billing cycle date and feels the balance should be $60.

The representative issued an adjustment of $13.49 leaving balance of 62.31. [redacted] was informed she recently received credit of $2.31. [redacted] was informed the remaining balance of $62.31 is valid and her responsibility. [redacted] understood.

Review: I called Verizon FIOS on June 19th to sign up for internet and TV service. I had visited their website and upon entering my address I received a quote for Preferred HD TV and FiOS Internet 50/25 Mbps for $59.99 with a 2 year agreement. I informed the representative of this deal and he stated that although the website indicated that, because I typed in my previous apartment number (apartment 710), that my current apartment number 715 was not prewired for FiOS so that the same deal would actually be $89.99. I explained to him that I didn't understand why after installation; I would continue to have a monthly extra $30 charge because my particular apartment was not prewired (even though the building has FiOS capability). He reiterated that that was the reasoning for the discrepancy. He proceeded to give me thorough information regarding the package and the fees. I asked him what my total monthly payment would be with all the charges and fees and he stated $111. I agreed to this charge and he proceeded to setup an installation date of Tuesday 6/24 between 11 am to 2 pm. I asked if he had any other dates since I had to be at work and he stated the next available date would be in July. I agreed to the June date and he informed me that I would be receiving an email with all the information. I hung up the phone and made arrangements to take a portion of the day off for installation with my employer. I received the confirmation email about 30 minutes later and the agreed upon monthly amount was not on this email. The total amount was $126 instead of the agreed amount of $100. I promptly called Verizon and the automated system informed me that I was to call another number because I was currently a Verizon customer. I dialed the other number and after waiting on hold for approximately 10 minutes, I spoke to a representative and informed her of my issue. I told her that I didn't like being mislead and, as a matter of principal, that if I was not going to receive the agreed upon amount, I would like to cancel. She stated that she would see if she could provide me with $15 credit and placed me on hold. She quickly returned and told me that I would be receiving a $15 credit and that my final monthly bill would be $111.88. I agreed to that and she told me she would email me this final amount. After about 10 minutes after the call, I received a cancellation confirmation email from Verizon. I promptly called Verizon again and after another 10 minute hold I spoke to a representative. The representative told me the notes indicated that the representative offered me the credit and I insisted on cancelling. I explained to her the situation and she stated she couldn’t do anything about it. I asked to speak to a supervisor and was placed on hold for 20 minutes. I wanted to relay my frustration to a supervisor and actually cancel the service this time but was told to wait for an additional 5 minutes. When the representative came back on the line I informed her that I no longer wanted to wait for a supervisor but that I winter her to make sure to cancel my order.Desired Settlement: I would like for Verizon to explain how they can 1.) Provide misleading/false cost advertisements on their website 2.) Provide misleading cost information over the phone 3.) Have blatantly erroneous documentation regarding my phone interactions with a representative.

Business

Response:

The customer saw an offer online for Double Play-FiOS TV & FiOS Internet 50/25. The rate was for an apartment that was already pre-wired for FiOS. The customer spoke with a representative and advised of the offer. The representative cancelled the pending order. An order was placed for FiOS Triple Play which consists of FiOS Digital Voice, FiOS TV Preferred HD & FiOS Internet 50/25 when ordering online. The customer spoke with a representative who advised we will honor the Triple Play Bundle rate that was on-line. The bundle rate, additional services i.e. Set Top Box, DVR and applicable taxes, fees and surcharges were explained. We spoke with the customer who advised the technician was on site and the services are working. The difference in the rates was explained and an apology was given for any inconvenience.

Review: I was initially going to cancel my Verizon Triple Play service that involved my home phone, internet and tv services. I was connected to someone in their retention department which offered me a deal to stay with Verizon. The representative emailed me the terms which were acceptable to me and a recorded phone conversation with me agreeing to the terms which included a 2 year contract. After logging in to my Verizon account online I notice the price has been change by $14.99 which I called them about and they said a ticket would be put in to correct the problem. After 2 weeks I called back and stated that the pricing was still not correct and was told to pay the full amount and that when it was corrected that I would received a credit. I said that was unacceptable to me because if I paid it it would be like agreeing to the change. I was told I had 2 options; one is if I cancelled my service that I would be charged a $230.00 cancellation fee. Or two, I could keep what I have with the additional fee included.Desired Settlement: I agreed to a 2 year contract with the terms involved and I EXPECT Verizon to do the same. This is clearly a bait and switch tactic.

Business

Response:

A Verizon representative spoke to the customer on April 28,

2014. The representative explained to

the customer that the price discrepancy with his account was currently being reviewed

to correct the account to bill at the price-point quoted and indicated in the

email order confirmation. As a courtesy,

the representative issued a credit in the amount of $14.99 which was the amount

overbilled. The customer was advised

that the account should bill correctly on the next bill. The customer was 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: