Verizon Online/Fios/DSL Services for Metro Washington DC

Review: Revdex.com

1411 KSt.,N.W.

Washington, D.C. 20005

My complaint is against the following company:

Verizon

The only address I could find (no phone number) is:

Verizon

General Correspondence P.O. Box 11328 St Petersburg, FL 33733

The service I have issue with is [redacted] TV.

When ever I enter the TV guide through the cable box, I consistently get a promotional banner selling services or shows.

In the settings menu, under Notifications, I have turned off Pop Up Alerts (never show me again), I have turned of Recommendations (turned off), and I have disabled Promotions (disable).

I have spoken to a tech representative and was told that there is nothing that can be done about this feature.

I am sure that this is used to annoy the viewer since it is a bright red banner which sits on the bottom of the guide and cannot be controlled by the subscriber.

For me this complaint will not be resolved until the banner is removed (this was recently added).

Sincerely,Desired Settlement: see Attached document

Business

Response:

Upon receipt of the complaint we contacted **. [redacted] and advised him that the banner at the bottom of the guide is incorporated and there is no way to deactivate it

from display as it is Verizon advertisements for [redacted] products and different

movies or upcoming events.

**. [redacted] was not pleased with the response.

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 non-responsive. If Verizon can put the banner up, they can also remove it.

Regards,

Review: verizon offers if you buy a movie its yours to keep but if you move or stop service you lost all the movie you paid for. I had paid for over $500 in movies that I can not down load like the advertisement on tv say that I can.Desired Settlement: if I can not down load the movies I paid for to keep like a dvd I would like a refund

Business

Response:

A Verizon representative contacted **. [redacted] and explained that he can still view purchased videos after disconnecting his Verizon services as

long as he maintains his User ID and password at the Flex View Store. It was explained that he will not be able to view Flex View videos on his TV using the [redacted] TV

Interactive Media Guide. However, this does not prevent him from viewing his

purchased videos on other authorized devices.

Review: I contacted Verizon on sept 5th to place a move order for sept 15th. To disconnect services at my previous residence, and connect them at my new place. Services were disconnected fine and I was then informed on the 14th that they "could not find my address" in their system to connect services and that I would have to wait. My neighbours have FiOS so this was a little confused. They explained the cable may not have been laid so they were "looking into it." After some waiting I began calling to get more information and then was told I would have an install date of Oct 14th which seemed very far out considering I was told by another associate that the development was wired for FiOS.

They then changed my date to the 26th of September, which is obviously better but seeing as I work from home on occasion and we have a business that will be needing internet access to run from home this is still too long. Two days ago (Sept 19th) 2 Verizon trucks were outside so I went out to speak to them and they said everything should be ready to go as they were connecting everything externally. I called verizon again later that afternoon and they had changed my connect date from the 26th of sept to the 22nd of october for no reason that they were able to give me. In the past week, I've spent about 10 hours on the phone with numerous people at Verizon, trying to get some clarity on what the hold up is, when to expect service and what is actually going on. Each time I get a different response from a different person. These are a variety of the responses I've gotten over the past 3 days when I call in regards to the same issue:

- you're service is set up and the order is complete (But I don't have any connectivity)

- everything will be able to be set up by next week

- there was a problem with engineering and you don't have FiOS at your address

- I don't know what's going on

- you'll have to contact a different department

- only one half of your order (the disconnect order) went through and dispatch does not have an install order.

I even when to Verizon's website and put the address of the home next to me in as a faux order, and it said that that address was FiOS capable as well. I've been getting the run around for almost every person who keeps trying to pass the buck to another person or department and quite frankly it's pretty frustrating when it seems that I can't even give my money away to this company. I've at times received attitude from associates who seem unable to empathise with the frustration that being continuously mislead by people at their company has caused as well as not having services delivered in timely and reasonable manner.Desired Settlement: I would like expedited delivery of this order as well as financial compensation credited to my account for the multitude of hours spent on the phone, delays and being mislead/miscommunication and because of the whole ordeal in and of itself.

Business

Response:

Please be advised the service was turned on October 2,

2013. I spoke to [redacted] and confirmed the

internet and tv are working and I will follow up on the 1st bill to review

charges and possible discounts for the delay in services. We sincerely apologize for the

inconvenience and frustration this matter has caused. It is never Verizon's intention for our

customers to be inconvenienced at any time.

Review: My name has been associated with another individual that I am not related to. Despite my several attempts to tell them over the phone who I was, the ignorant manager, Mr. H[redacted]) told me that I needed to send in letters from SS and drivers license, along with mortgage records to prove I was who I said I was. I told him that that will not happen as my identity was stolen 3 times and that the information that I was giving him like my DOB and SS was more that enough private infor. to substantiate that I was who I said I was. He then told me that he was not taking my name off this person's acct. with a balance owed and that it would remain there till I sent in all that private info. I think this practice is beyond illegal being that when my identity was stolen, the credit card company asked several personal questions based on my private records to prove I was who I said I am. The Fraud Dept. at Verizon seems to think they are above the law and can associate people with innocent customers who obviously have no relationship with the intended person who committed the fraudulent activity.Desired Settlement: Removal of my name from this person's acct ([redacted]) whom I have no association to. Removal of a balance stating I owe Verizon, and an apology from the rude manager who did not take my pleas seriously!

Business

Response:

Hi

[redacted],

Review: Starting in June 2014, Verizon has assessed a new $.99 fee called the "FDV Administrative Charge" to every FIOS customer. Customer service representatives have been instructed to tell customers that this fee is associated with phone service, but is not based on any government or regulatory change to phone service. This arbitrary fee is a violation of the contract terms between customers and Verizon, which specify a fixed rate for services throughout a period term. While the contract states that Verizon may assess fees on customers, this particular fee has no root in external regulatory requirements, therefore it represents a gross unilateral and arbitrary change to the contract terms. Nothing stops Verizon from effectively raising their service rates at mid-contract through such fees. For instance, any logical defense of this fee would permit a similar fee of $100.00 per month to be assessed on every contract customer with no legal repercussions. Such a policy completely circumvents the contract between company and customer. Verizon has adequate opportunity to raise fees on customers upon renewal of their contracts, but not during a contract term.

I intend for the Revdex.com to raise my concern to Verizon at the state and national level, as this affects potentially millions of customers.Desired Settlement: Verizon has a responsibility to eliminate this fee and refund any paid amounts to all customers, as they are a violation of contract terms. If that does not happen and If the Revdex.com does not intend to take legal action against Verizon, I request that the Revdex.com send me the name, address, email and phone number of the appropriate Verizon registered agent for the Commonwealth of Virginia, so that I may initiate my own lawsuit in the [redacted] County General District Court. Thank you.

Business

Response:

Thank

you for referring the complaint of **. [redacted] to our office for review. We

appreciate this matter being brought to our attention. **. [redacted] expressed

concern about the FiOS Digital Voice ("FDV") Administrative Charge of

$99 center per line, per month.

Review: I just got Verizon internet this morning. I do not plan to use their email but instead am going to continue to use my 3rd party work email. I am able to receive email but not send. Sending via [redacted] gets me an SMTP error, which in layman's terms means there is something at the Verizon router blocking communication between my computer and my external email server. They simply need to turn whatever this is off. I was on the phone with 9 different reps in three hours, though, where they refused to and kept trying to get me to use their email. I then [redacted] the company and whoever mans the [redacted] placed me into chat. I was in chat a whole other hour. No one would help me or even listen to the problem. Most reps did not speak English well enough to even understand what I was saying. Finally I just asked to discontinue my service and said I would go elsewhere. The rep refused to connect me to someone who could discontinue service and then they disconnected the call.

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (requires explanation)

They either need to fix the problem or allow me to terminate.

Business

Response:

Hi

[redacted],

Review: Verizon pulled a bait-and-switch for its FIOS service. Its in-store representative quoted me a price of $74.99 per month, and the company refuses to honor that price. It has begun escalating the price, when the $74.99 price should have been good for two years. I have complete written documentation of the price quote, and lengthy correspondence with the company attempting to resolve the issue. (The company will say that hardware was not included in the price, but the written offer I received from its in-store representative shows this is not true.)Desired Settlement: Ensure that billing is for $74.99 per month, for each of 24 months.

Business

Response:

[redacted] <[redacted]>7:03 PM (12 hours ago)to meHi [redacted], I am in the process of investigating complaint received for [redacted] which is due on 08/15/13. In order to complete my investigation and ensure the issue is resolved, I would like an extension until 08/22/13 to allow further investigation by our complaint resolution investigation teams. If I do not hear from you, I will assume this new date is acceptable. Thank You, [redacted]Sr. AnalystMid-Atlantic Customer Advocacy([redacted]

Business

Response:

Hi [redacted],

Thank you for referring the complaint of [redacted] to our office for review. We appreciate the matter being brought to our attention. **. [redacted] expressed that he had been overcharged.

A billing representative contacted **. [redacted] and was able to fix his account. His monthly rate will be $71.97 before taxes and approximately $82.05 after taxes. This rate runs for 24 months. This is not an extension to **. [redacted]'s contract but a credit added to get his rate to what he was promised. I spoke with **. [redacted] and he confirmed that his billing issue had been resolved. He has the billing representative's telephone number and email if he has any future billing concerns. **. [redacted] also has my telephone number.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience **. [redacted] has experienced as a result of the above matter.

Thanks,

Sr. Analyst

Mid-Atlantic Customer Advocacy

([redacted]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Review: Acct. # [redacted], tel. # [redacted].

On 04/19/2014 I canceled my Verizon HSI service and received a confirmation e-mail. In April 2014 I received the last bill (as I thought) with the usual amount of $55 that I paid. In May 2014 I received a new bill for $147. The charges in the bill made no sense, included additional lines of service that I never had, etc. I called the customer service and was told that the bill would be "adjusted". Indeed, in June I received an adjustment of $52, leaving me owing to the company "only" $85. I called again and stated that the bill still did not make sense and asked for a complete and thorough explanation. The operator failed to explain the bill and just kept stating "it is non-negotiable". Later he failed to connect me to his manager. I believe that the last bill was sent to me in error and demand either reimbursement for the incorrect charges (I paid the bill to avoid damage to my credit) or a detailed explanation of what I was charged for if I already paid my bill for April and canceled my service in April.

Business

Response:

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

account. Verizon has adjusted the

charges appearing on the May 2014 statement. An additional adjustment of $23.64

was also issued. The consumer will receive a refund in the amount of $109.43.

Review: The verizon technician who installed the service made a hole in my AC line. I had got an approval from his supervisor to get the AC line fixed. I got it fixed and submitted the invoice and he also acknowledged it. It has been a month and i'm followiing it up with emails and phone calls. I'm getting no response. I even called their 1 800 numver and created a ticket. A technician came last week and promised me that he will escalate the issue and I will get a follow up call. When I called the service center again, the ticket is closed and no notes on teh ticket. the CSR is saying that they cannot pay me.Desired Settlement: I want my invoice reimbursed and Verizon has to fix this policy of making customer run in circles.

Business

Response:

Please

be advised I spoke to **. [redacted] June 17, 2013 and he confirmed the claims

representative had contacted him. This case is being handled by [redacted]

of [redacted] and he will work directly with her for payment.

We

trust this provides your office with the information required in this matter.

Thank

you,

Verizon

Customer Advocacy

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.

Review: Since March, 2013 we have routing issues from the address block assigned to our company by Verizon. Our customers cannot reach our site, we cannot communicate with their systems.

Numerous phone calls to tech support and field technician visits did not produce any resolution.

Verizon does not let customers to contact to qualified technical personnel, have no escalation procedure to resolve complex issues and practices full turn-around.

Customer service management is unavailable for phone calls, have voice mail full and thus unreachable. A Breach of Contract and Non-Performance Notice sent to the registered agent in the state of Maryland did not produce any resolution either.

WHOIS database records for Verizon AS [redacted] contain bogus contact e-mail addresses, thus Verizon network management is not RFC1834-compliant and administrators cannot be reached through standard Internet procedures.Desired Settlement: Correct the routing.

Adjust the business practices in order to resolve technical issues in routine manner. Implement escalation procedures.

Business

Response:

Please be advised, Verizon's Fiber Solutions Center was unable to find an issue within the Verizon Network and have not presently been able to get a contact with George Washington University website to obtain reverse trace routes that would aid in diagnosing where the issue may lie. The consumer has put a work around in place (to access the site without disruption) while Verizon continues to investigate the issue. (Updated information will be provided as we progress).

Verizon apologizes for any inconvenience surrounding this matter.

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:

while initial conversation back in March we have provided Verizon with traceroute dumps from both ends - from Verizon and from GWU. Repeated on April, 15 and April, 19.

Review: My FIOS internet connection is intermittent and not reliable. I attempted calling FIOS technical service and was hung up on after waiting 30+ minutes on hold.Desired Settlement: Free month of service or significant discount on internet service for the remainder of the contract.

Business

Response:

Verizon records reflect a trouble ticket -[redacted] was created 7/16/14 requesting a technician dispatch for intermittent connectivity and pixelation on multiple channels. A technician was dispatched 7/21/14 placed the ONT . No additional troubles were found. Verizon spoke with the consumer on 7/21/14 he has advised that as of right now things appear to be working properly. The consumer has advised he will monitor the systems and will contact Verizon should additional troubles arise. The consumer also questioned billing. Verizon will contact the consumer directly regarding his inquiries surrounding billing. We apologize for any unprofessional treatment and/or inconvenience the consumer may have experienecd surrounding this matter.

Review: I had Verizon FIOS Internet installed on Friday, June 20, 2014. During the install my laminate flooring was damaged and the technician attempted to cover up the damage with cords. I asked to have the situation rectified with Verizon only to discover through their tech support that the ticket was closed out without sending me any notice that they were making an attempt to resolve the matter. I have contacted Verizon Fios again for a second time with hopes that they will attempt to compensate for the damages made to my flooring during install.Desired Settlement: Either fix the damage, or compensate me through discount services for a month or two.

Business

Response:

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

From: Verizon Wireline PA/DE Customer Advocacy <[redacted]>

Date: Tue, Jul 8, 2014 at 2:09 PM

Subject: [redacted] - Revdex.com complaint and Verizon response to ID [redacted] (CASE[redacted])

To: [email protected]

July 8, 2014

Good afternoon!

Verizon Response:

Subsequent to receipt and acknowledgment of the complaint with **. [redacted], a Verizon technician was dispatched to the premises in an attempt to repair/replace the affected tiles; however, he was unable to do so. **. [redacted], a Verizon local manager, left **. [redacted] a message stating that she was referring the issue to [redacted] to replace the tiles for use. The customer should receive a callback from the contractor within 24 hours to schedule an appointment and have this issue resolved. **. [redacted] anticipates the matter being resolved within one week assuming the work fits into the customer’s schedule. In addition, **. [redacted] provided her callback information to **. [redacted] in the voicemail. I also left a voicemail that incorporated my callback information as well.

Verizon Mid-Atlantic Customer Advocacy

Review: My verizon internet service stopped functioning properly in July 2013, so I closed my account. It was on the record as having been closed on or around July 6th. Since then, despite speaking with numerous customer reps, for two months, Verizon continued to charge me for a service that I was no longer receiving. After calling customer service yet again, a rep apologized for the inconvenience, assured me that my account really was closed, and that I'd be refunded for the two months (a total of $89.98) I'd been billed. For two more months, I didn't receive a refund check or any correspondence. Then, in November, I received a bill from Verizon stating that my account (which should've been long closed at this point) had been credited $89.98, and they just sent me a new bill for this month. I have not had Verizon internet since it stopped working in July 2013, and I cancelled my account. I am completely exasperated at this point and see no other recourse to get them to resolve this issue.Desired Settlement: I would like my refund for the months they billed me ($89.98), and I would like to know that this account is actually closed.

Business

Response:

This is in response to the complaint concerning the customer

being billed for internet services after a request to disconnect the service

was made in July 2013.

Review: I moved from Sterling VA to Falls Church VA in 2010. I asked Verizon to move my existing internet service that is passed the contract period and they confirmed it will be moved AS-IS. When I moved, instead of moving my existing service, they signed me up for a new 2 year contract and started a new service agreement. When I called them to cancel the service, they asked me to pay penalty of $300 for early contract termination. When I refused to pay, they put my account for collection and are now reporting it to credit bureau as delinquent which hurts my credit history.Desired Settlement: Verizon should stop reporting my account to credit bureau as delinquent and return the amount they collected to close my account.

Business

Response:

Messages were left on the customer's answering machine on February 4, 2014 to call with our contact information regarding the final bill archived bills. The representative did not see any Early Termination Fee. All charges were monthly fees billed. The customer was billed $29.99 monthly from July to October 2010 along with Late Payment Charges. On February 5, 2015 the representative spoke with the customer who returned the call. The customer request all collection activity to stop. It was explained that at the customer's old address, he was paying $19.99 for data. When the service was transferred, the monthly rate for data increased to $29.99. The customer questioned the increase in speed and said it did not matter because he wanted the service to remain the same. The customer said when they called to disconnect the data, the representative told him there would be an Early Termination Fee. The customer said they decided to let service continue until it disconnected for non-payment to avoid paying the Early Termination Fee. The customer is not entitled to any additional credit because he decided to keep the service on in lieu of paying the Early Termination Fee. The representative was unable to locate the account in order to credit the account $126.98. The representative will follow up with our Receivables Management Collection Center on how to process the credit as the account has been written off. Another message was left on the customer's answering machine on February 11, 2014 to call if there are any questions.

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 still working with [redacted] from Verizon to process the credit of $146 on my account. She is looking into the matter and asked me to check back next Wednesday 02/19/2014. As discussed with [redacted], once the account is credited, Verizon Inhouse Recovery Department will contact credit reporting agencies and correct the "failed to pay" amount to $20 + tax on my credit reports.

Review: I was billed $140.00 for an early termination fee. I was no longer in a contract. The customer rep said I signed a new contract february 2013. I asked for a copy of the contract. She said she was unable to send it to me due to the fact that it was a verbal contract. I asked her to produce the recording. She said she could not do that. There is no proof of my being in a contract, and my previous had already expired.Desired Settlement: Removal of $140.00 terminaton fee.

Business

Response:

Verizon is in receipt of your complaint from [redacted]. **. [redacted] has concerns regarding an early termination fee billed to her account.

We have reviewed the account and the charges in question and agreed that an adjustment for the $140.00 early termination fee billed on the 12/10/13 is appropriate.

On 1/13/14 Verizon credited the account for $140.00 which clears the balance of the 12/10/13 statement.

**. [redacted] has been notified of the adjustment and is satisfied.

Thank you for bringing this matter to our attention.

Review: When I first ordered service I ordered the Triple play. upon installation I realized that I do not need the telephone service and therefore never attempted to set it up. Approxmiately 2-3 days later I called and asked that the telephone service be removed and the CSR advised me the my request for removal was complete. I then receive my next months bill and noticed that the telephone service was still on the bill, called customer service and the CSR then tells me that its more beneficial to keep the service being as though it saves me $55 monthly. I agree with her and purchase a home telephone only to realize that I do not have a dial tone. I call back and was told that I have to go through the installation wizard to activate the service. I do exactly that and still no dial tone.

Sunday October 12, 2014 I am currently speaking to the Verizon Fios Customer service. I explained to them that I NEVER had a dial tone and this is not my first time calling this in. Not 1 but 2-3 different CSR's were extremely rude to me, they wouldnt transfer me to a manager or supervisor, they lef tme on hold for 20-30 mins and blatantly told me that I was lying about not having phone service. The CSR from the technical support department tells me that she spoke with someone in customer service and that the fee for a tech to come out will be waived, they will add the $7.99 monthly fee for maintenance on my account (which was NEVER discussed when I ordered service), and I will receive credit for the time that I have not had phone service. Upon transferring me to the CSR that she discussed these credits/fee with the CSR tells me that never agreed to that and when I asked for a supervisor, she again blatantly tells me no, that there is nothing a supervisor can do for me and therefore shes not doing it.

I have NEVER had poor customer service like this in my life. Also it says on my activation wizard that I have 4 top boxes and I only have 3.Desired Settlement: I would like a credit to my account for the time I have not had phone service (since activation), a tech to come out and fix my service and an apology for such rude and disrespectful behavior of their CSR's

Business

Response:

Please be advised, Verizon has

spoken with the consumer regarding the complaint filed. Verizon apologizes for

any unprofessional treatment she may have received in her attempts to rectify

the matter. Verizon has confirmed that all services are now functioning within

the home. A 2 month credit has been

applied to the consumers account. Our records reflect the consumer has 3 Set

Top Boxes (not 4). The Wire maintenance plan

has been explained to the consumer in that there is a monthly cost of $9.99. In

subscribing to the maintenance plan it will prevent the consumer from being

billed any charges should a technician dispatch be requested in the

future. Verizon has set a follow up on

the consumers account to check the November 2014 statement and adjust any fee

(if billed) for the recent technician visit.

Review: Spoke with [redacted] on 3-8-13 to explain that an unmarked cable was damaged when fence company was digging a hole to place a fence pole. [redacted] said that a repair tech would come out on 3-19-13 between 8 am and 12 noon to fix outside cable. Ticket # [redacted]. Spoke with [redacted] at 8:35 AM on 3-9-13 to confirm they had my home/cell no. to call if there was any delay. [redacted] said they had my work nnumber, not the home number, so I gave home/cell number to them. Called back at 12:15 PM and spoke with [redacted], Badge # [redacted], who apologized (said there was a delay with another customer that tech was assigned to). Said that a tech would arrive between 1 and 3 PM on 3-19-13. I said I was not happy that no update was provided and would like to have an update on when the tech was coming to my house. He took my home/cell number again. I also indicated that I would file a complaint with the BB and perhaps the MD State Attorney Office.Desired Settlement: Would like to have repair done in time frame it was promised. If there is a delay or problem on their end, I would like to be informed in a timely way. I pay for my service on time and expect Verizon Fios TV and Internet to handle repairs in a good faith manner.

Business

Response:

Please be advised Verizon records reflect on 3/8/13 a trouble ticket was created requested a technician dispatch. Records reflect a technician was dispatched 3/9/13 and closed the trouble ticket advising he had no access to the consumer's premise. A second technician was dispatched 3/11/13 and replaced the cable.

Upon receipt of the complaint filed, the consumer advised that Verizon had left the temporary cable lying above ground. As of 3/18/13 Verizon has dispatched technicians who have buried the cable in question.

In speaking with the consumer she questioned why Verizon advised her to be at the location on the date of dispatch. The consumer was advised that Verizon advises all consumers that access to the inside of the home may be needed should the technician(s) find no trouble at the network interface device. The consumer has requested to be contacted regarding this. This inquiry has been referred to Verizon’s repair department to discuss further with the consumer.

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 informed on March 8th by [redacted] at Verizon that the disruption to my service was outside the home. Despite this fact, I agreed to be at home on Sat, March 9th from 8 am to 12 noon but no one from Verizon showed up. When I called at 12:15 on Sat, March 9th, the service rep asked that I stay home from 1 to 3PM. I told him that I was unwilling to stay at the house because my daughter needed to complete her homework using the internet, and further that Verizon had already confirmed that the disruption was outside the home (Verizon failed to mark the ground properly when a new fence was being installed on the premise). I indicated that I would be happy to meet the technician and understood that he would call my cell phone when close to the house. I also informed Verizon that I would file a complaint with the Revdex.com. No one called my phone between 1 and 3pm. When I called Verizon back at 3:30 pm, the ticket had been closed. When I asked why, Verizon said that I MUST be at home when the technician was there. I indicated that this was a bad policy, and that I had already responded in good faith to be present on Saturday from 8AM to 12 noon. Verizon stated that it did not matter that the trouble was outside the house, that I needed to be home when the technician arrived. I told Verizon that it was not acceptable to skip out on the agreed upon time, and then basically tell me to take vacation time from work to sit at home in case there was need for access to the inside of the home. Regardless, we scheduled another tech visit for Monday, March 11th from 1 to 5 PM. I arrived home at 1 PM and saw the Verizon technician was already there. The Verizon technician did not speak to me or come into the house, and spent about 5 minutes laying a temporary cable in the backyard, which restored service. Regrettably, I had to call Verizon back again to tell them that they did not bury the cable and it was laying on top of the ground... all ready to be chewed up by my dog. The next day, 2 contractors (not verizon), buried the cable. The following day a Verizon person showed up (making me late for work) and said that he would be working on the box outside the home. I asked if I need to stay and he told me no. I will consider this complaint resolved when I know that Verizon has revised their business practices/policy about advising consumers to be at the location on the date of dispatch when it is obvious that access to the inside of the home is not needed.

Regards,

Review: Several attempts to get my bill resolved involving charges. Disconnected and hung up several times by Verizon reps. Still having billing issues and Verizon either refuses or is totally incompetent and ineffective at reaching a conclusion. Verizon has displayed abysmal customer service and obnoxius attitudes in dealing with me. Absolute pathetic company with no understanding of your customer or his or her needs.Desired Settlement: Want credit for several months of service at a minimum.

Business

Response:

Unfortunately our attempts to reach [redacted] to resolve his billing concerns have been unsuccessful. A Verizon representative has left phone messages and a please call letter has been sent. As soon as we are able to speak with [redacted], we will work to resolve his billing issues.

Review: I have called Verizon Fios Customer Service at [redacted], several times (at least 5) since February 2014. Verizon increased the price for Fios Internet 15/5 mbps service from $54.99 to $72.99 without informing me about the change. A customer service representative either puts me on hold until the telephone call is disconnected, or puts me on hold and transfers me back to the main menu without informing me, or says they are unable to pull up my account even after I have provided them with the phone number associated with the account, my Fios account number, my first and last name and other account information that they ask me to provide.

They have still not provided me with a reason for the increase in the aforementioned price, and I think it's an unfair trade practice to offer the same internet service for $49.99 to new customers, or a double play bundle (internet + cable tv) for $69.99, and charge me $72.99 for that same internet service, without even informing me about the price change from $54.99 to $72.99.Desired Settlement: I expect Verizon to refund the difference ($72.99 - $54.99 = $18) per month for every single month since they increased my monthly internet rates, because they did not inform me about the changes, my several attempts to contact customer service for an explanation of the rate increase have been in vain due to Verizon's failure to provide proper customer service, and the $72.99 per month rate for Fios 15/5 mbps internet is unfair compared to the same services offered by Verizon for a significantly cheaper rate, as well as much cheaper internet services provided by other wireless companies (e.g., Comcast).

I also expect Verizon to restore my monthly Fios rates back to $54.99, which I had signed up for initially when I purchased their internet services in 2013.

Business

Response:

A billing representative spoke with the customer on May 20, 2014 to address his billing concerns. Upon contact, the representative informed the customer that he does not have a contract and is subject to a yearly rate increase. The customer inquired about the rate difference between the Triple Bundle and standalone service; of which, the representative explained the more services bundled the greater the discount. The customer requested the representative disconnect the service; however, after confirming the customer request he recalled his request. The customer stated he wants the service to be active when he brings a lawsuit against Verizon for the rate increase. The representative informed the customer again, that he would receive a discount if he is in a contract. The customer stated he no longer wished to discuss the issue and released the call. No further action is warranted by Verizon.

Review: In order to qualify for a [redacted] gift card as part of an online deal to purchase Verzion Fios cable and Internet services, I selected the 2-year contract deal. I specifically selected this deal because the website popped up the eligibility for the gift card. When I received my first bill in the mail, it mentioned that after 60 (maybe 90) days of no late payments that I would be mailed the card. However, after prompt (electronic draft set up) payments for 4-5 months, I have not received the card.

I inquired with customer support via Twitter about this, and they then tried to tell me that I did not qualify for that promotion (they still have it periodically in their advertising materials and online). They said the email they sent originally confirming my order didn't mention it (they are correct; I have that email), but why would I have thought it needed to specifically mention the card? I thought it was a summary of what my bill would be each month (as it states). After about a week on Twitter messages, they finally had customer support call me on 11/29. I spoke with someone in the billing dept. who confirmed my eligibility and then said they would transfer me to the promotional department to track the shipping status of the card.

Instead, the person hung up on me. I have now been sending them messages again trying to get reconnected but they haven't called. I see doing some online searches that I'm not the only person they promised a gift card to for signing up for the long-term contract and then pretending like the promotion never existed.Desired Settlement: I want the promised gift card delivered to me.

Business

Response:

Verizon spoke with **. [redacted] regarding the [redacted] Gift Card. It was explained to **. Delung that based on the email confirmation that was sent to him there was

no mention or promise of a gift card; therefore, no gift card would be

provided or credit given. 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:

The business uses unfair and misleading marketing tactics on its website to trick users into signing up for a two-year contract. The only reason I selected 2-year option was because the screen showed I would get a gift card for doing so. Verizon folks who have called me say that because I never raised a red flag when they emailed me a bill summary that included other promotions (e.g., a $5 discount), that they won't honor the deal. Basically because they didn't say they would honor the deal and I didn't think to hold them to it at that moment (even though the email said it was a bill summary) they aren't going to qualify me. They seem to be advertising one thing, then producing no record of the deal so you have no way to prove it, and then backpedaling and acting like it's your fault for not knowing they were going to be dishonest.

It does not seem like there will be a resolution to this. I have talked to 4-5 people at Verizon, and none of them seem willing to help or honor the deal. They just keep pointing back to the fact that they sent me an initial bill summary email that mentioned nothing about a gift card. Why would it? Has nothing to do with my bill!

Regards,

Business

Response:

Verizon's position remains the same. The customer was sent a confirmation email outlining the details of the order. As previously stated, the promotional [redacted] gift card was not promised or part of the offer.

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:

Again, they refer to the email summary of my bill and avoid the issue that they misrepresented the offer on their website as something tied to a two-year contract.

Regards,