Verizon Online/Fios/DSL Services for Metro Washington DC

Review: I contacted Verizon online due to issues with my email not working. I had added a second private account. I went through 6 agents, including a supervisor. The email is not fixed and worse than that, my emails have been deleted....including a job interview response request. All my sent emails are gone. They did not fix my email accounts, They destroyed them. The first agent did this and that. In the end my computer is missing a module in set-up and keep getting a failure for whatever they ran too. I was told I was all ok. I was even disconnected by one agent. One agent downloaded stuff from Verizon and ran defrag. He never fixed it. I was dealing with [redacted] - who transferred me to the supervisor [redacted] Then she proceeded to disconnect me like all the rest and everything is fine. I will receive a call. That was over an hour ago, after almost 6 hours of trying to get Verison to fix the email. (That is their email--I pay for their service).Desired Settlement: I want my computer repaired to where it was before they started messing with it. I also want all my sent messages and emails recovered from at least 2011. The most recent ones containing this job are the most important.They didn't care one bit. They have prevented me from persuing a job, as I don't have the email. They prevented me from getting any work done today. It was all one big fun time telling me repeatedly that they can fix it.I want my start up running correctly and my emails sent and incoming back.

Business

Response:

Please be advised Verizon Online Tech Support has spoken

with the consumer. After troubleshooting the consumer was able to receive

emails within her Verizon, however was not able to receive emails within the

live mail account. It was determined that the issue found was outside of

Verizon's Support boundaries. The

consumer must refer her troubles to [redacted] or the manufacturer of her PC.

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: they initiated the problem and they should solve the problem. I spoke with [redacted] and he said the support would take care of it. Now they want me to

pay [redacted] or [redacted], whichever, to fix what they messed up. I still receive most of my messages in junk and they were not able to fix that. The more they tried the worse my computer works.

All they have cared about doing is downloading their verizon icon crap. They broke it, they fix it. I should not have to pay for their errors. I did not do it.....

Regards,

Business

Response:

Verizon's position remains the same.

Please be advised Verizon Online Tech Support has spoken with the consumer. After troubleshooting the consumer was able to receive emails within her Verizon, however was not able to receive emails within the live mail account. It was determined that the issue found was outside of Verizon's Support boundaries. The consumer must refer her troubles to [redacted] or the manufacturer of her PC.

Verizon apologizes for any inconvenience the consumer may have experienced in her attempts to resolve 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:

I continue to receive emails in my junk.... they do not enter my account as they did prior to tech support of 6 people, that only managed to remove one of my start up modules and messed up my emails.............................

Verizon did this to my computer and downloaded a bunch of their icons of crap that I did not give permission nor did they even ask to do it. I have not changed my computer from the day I bought it.

How I get emails is exactly the same way. I don't even know how to change it. Verizon deleted 3 months of emails and won't even comment on that. I can not accept the fact that their error is going to cost me money and time off work to get my computer back to the way it was. If I messed up at my job, I would have to fix it or make it right, .....or lose my job.

Verizon is claiming to not be responsible for their own people and what they ruin......... They should have to pay for me getting this back to the way it was or send out a tech to fix it!!!!!!!!!!!!

I have had an account with Verizon for too long to be treated like crap. They messed it up , they fix it or pay for it to be fixed.

Regards,

Review: I recently moved into an apartment in [redacted], Maryland and received a Verizon flyer stating that a promotion is available in the area for TV and Internet for $50 per month with no contract. I signed up for this service in July and then had received my first bill in the mail in August and it appeared as though the service that I was signed up for not the one that I had requested. I was signed up for a 2 year contract and the price of the services was $75 per month. I attempted to call Verizon multiple times (almost 2 times a week up until this point) to try and resolve this issue; however, they have been very unhelpful in doing so. In the many attempts to call they made several changes to the plan. The main change that they made was changing my plan over to the one stated on the promotion flyer and they did switch it over to a no contract plan; however, it was $70 per month that again did not cost the promotion price. Also, they added [redacted] service without informing me, which is another $20 per month that I found on the most recent bill. In addition, without being informed, an early termination fee was incurred of $220 on the latest bill because I changed my plan after one month of service; however, I was not even informed of the service for which I was signed up until after one month. I attempted to call Verizon to get clarification and to get the termination fee waived and [redacted] removed and the cost of this waived; however, they stated that it was "my fault" that I had agreed to a 2 year contract and signed up for these services; however, I never did so and nor had never even received an email confirming the service contract, which I should have apparently received according to them. In addition, there are various other fees charged for switching the service, which again I do not believe should be present because I was initially enrolled in a contract/plan that I had never agreed upon. Ultimately the customer service led me into a corner and I was basically forced to sign up for another 2 year contract of which the start date is now as opposed to retroactive to maybe get the $220 fee waived later as a credit (they could not give me confirmation that this was being processed).Desired Settlement: I believe that I was wrongly signed up for a 2 year contract and then my plan was changed in various ways without my knowledge. The outcome that I believe should result from this is that Verizon refunds the $220 early termination fee, changes the plan to be $50 per month without an annual contract, and refunds the charge incurred for HBO. I also strongly urge that the difference in cost from $50 for the service is reimbursed for each bill because I have been trying to change the service for many months; however, they refuse to do so and I have been incurring incorrect bills for those months.

Total Refund: $220 early termination fee + $19.99 for [redacted] on third bill + $24.99 for cost difference on first bill + $24.99 for cost difference on second bill + $20.00 for cost difference on third bill = $309.97

Business

Response:

Please be

advised, upon receipt of the complaint filed, Verizon requested that the

consumer provide a copy of the advertisement in question. Verizon also

requested documentation from the Door 2 Door department regarding the sale. Verizon

received all requested documents. Records reflect the Door 2 Door salesman inadvertently

placed the consumer in the Verizon Select package instead of the Local package

which caused the billing issues on the account. Apologies have been given to

the consumer, As of 9/29/14 Verizon removed the consumer from the contract , adjusted the monthly billing and has

reissued the bundle on the consumers account to reflect that of the

advertisement he received. We apologize for any inconvenience caused surrounding this matter

Review: On June 29th I logged on to my Verizon Fios Account in order to upgrade my telephone serive to the World Plan 300. After signing up for the plan (as we thought we did) my wife made $36 worth of calls to Ecuador during the month of July/Aug.

When I received my August bill I noticed that I was charge for the International phone calls and I also noticed that there was an internet upgrade on my account. I immediately called and spoke to a represenative. The represenative reviewed my account and informed me that when during the ordering process "POP UPS" come advertising Verizon Services and that I must have clikced on of those and accidentally ordered the Internet service upgrade instead of the Phone World Plan 300. The represenatie informed me that he has also done that in the past and he beleived I made a mistake but that he could not reverse the order, all he could do was make changes going forward. We consider ourselves Good customers and we signed up for service for 2 years, Having pop ups during the check out process is not a good practice and as your represenative stated it commonly cuases people to mis-order products. I am asking that my account be corrected back to June 29th and that the Internet upgrade be removed back dated to 29 June and that the World Plan 300 be back dated to June 29th. I also ask that Verizon discontinue their unfair practice of having pop ups during a customers check out process which according to their represenatives commonly cuass mis-orders.Desired Settlement: Refund and back date Phone World plan 300 to June 29th and remove the Internet 75/50 plan back dated to 29 June.

Business

Response:

[redacted],

Review: Verizon FiOS sent sales men to my house and they gave me paperwork that said "If you switch to FiOS you get a free [redacted] Pad 8.3". I read everything they had given me on it and it didn't say anything about buying an additional Verizon Wireless service, it only said if you "switch to FiOS". Now more than a month later I get a paper that I am to take to a Verizon wireless store and pick up my G Pad, but the fine print says "2 - year wireless contract required" This is the first time I've read those words or were told this. I've already signed up for a 2-year Fios Contract. Why would this be a free gift for buying FiOS, when it is clearly a free gift for a wireless contract purchase. I contacted verizon and told them all of this and asked if they could offer me a free gift that was actually free. I was told no. This is a bait and switch.

I've found a lot of other people on the internet complaining about this "Free" promotion.Desired Settlement: I desire to receive some other promotion or free gift, or reduction to my bill.

Business

Response:

A Verizon customer service representative reviewed with [redacted] the promotional offers on his account. The representative advised [redacted] that our records show a confirmation email was sent on 8/30/14 explaining the promotion and the bonus tablet offer. [redacted] has been advised that the tablet is a Verizon Wireless offer and he has been provided all information regarding the offer and the requirements to be met should he decide to accept the offer.

Review: I recently moved at the end of July 2014, to another apartment in the same building. I have verizon Fios cable service and I schedule my move with their automated web portal.

for some reason, they charged me a cancellation fee for my move, which later verizon admitted that was done in error and they informed me that they could not credit my new account, because the termination fee was applied on my old account and since I had already paid off the balance

on my old account, that they can only issue me a refund via a check in the mail. (this process took over a week and me spending approximately 35 hours on the phone with them)

so now it october, still no refund check from verizon and when I call their customer service, they gave me another ran around and another phone number to call. so that is why I am here. I just want my money that is owed to me with out spending 40 hours on the phone with verizon. I am so pissed I am about to have a heart attack.Desired Settlement: where is my money verizon?

Business

Response:

The cusotmer was informed on October 2, 2014 the refund check for $190.00 will be mailed 10 days after the Octobr 7, 2014 final bill prints. The customer can expect receipt of the check on or around October 17, 2014.

Review: I have been a Verizon FIOS customer for some time now. I had problems with the service or no service at all for the first month of paying for the service. Then everything cleared up and was corrected. All worked well for a good amount of time. Now, lately I have been bombarded with strange messages and screens from Verizon stating that I violated some sort of copyright agreement. This happens about every couple of weeks. Each time naming a song or part of a song or a movie that I supposedly illegally downloaded or emailed to someone. I have not done any such thing nor have any interest in those titles. I cannot find any reference to them on any of my home computers. Verizon further goes on to request additional money or payments on top of my regular amounts I pay to Verizon each month. Verizon also asks me to electronically sign various agreements pertaining to being charged additional fees to use the internet. Verizon in retaliation stopped providing the service I pay for and switched me to an economy service which is far more inferior to what I pay for. I feel I'm being extorted for additional money and attempts are made to lead me to believe I have violated some serious law and Verizon will make everything OK if I pay them these additional fees. The times Verizon gives that these alleged violations occur, are when my computers are shut off and I'm asleep. Never when I'm actually using my computers. I don't understand how Verizon can do this to customers. I pay my bill on time, each month, in full. At first it was harassment. Now by not providing the needed service I pay for, it's much more than harassment. My older brother [redacted] relies on the internet to connect him to his doctors for health matters. He is seriously disabled and prone to things in which he often needs quick medical attention for. Since Verizon took away our regular internet speeds, he has had to go stay with relatives where he can be monitored. That has been an additional expense for all of us in the family.Desired Settlement: Restore the full internet speed in which I pay for. Stop harassing me with false violation messages. 90 days free service equal to the expense me and my family had in getting my older brother set up to stay with relatives and for lost time on the internet.

Business

Response:

A Verizon technical support representative spoke with [redacted] and explained what triggers the copyright infringement notifications. He also explained that multiple notifications can cause a decrease in internet speeds for 24 to 48 hours. After that time the normal speeds will return. The representative advised [redacted] how to avoid receiving the copyright infringement notifications.

Review: It took 2 different representatives from Verizon to give me the correct order based on my favorite tv channels. I wanted [redacted], some channels about cars and kids channels. These were important and I wanted the plan that has it. So after 1 hour on the phone, we got the plan that had all the channels and the price was good, so we agreed for 2 year contract. For 3 months everything was great, but when I received the last bill it was $30 higher. When I called Verizon they said it was more because I didn't remove the promotional Premium movie package. Anyway, long story short, but after I removed the movie package I noticed that my important TV channels went away. When I called them they said their system had a glitch and those channels were not supposed to be in the package they gave me to begin with. So now they want me to upgrade to get my channels back. IT'S RIDICULOUS!!!!!! I want what I agreed in the beginning. Their system glitching is NOT my problem.

P.S. I just called Verizon now and the representative ( ID# [redacted]) told to to pay to upgrade or to pay to leave Verizon. After I asked to speak to supervisor, she kept me on hold for over an hour and then I got a recorded message that they are closed and to call tomorrow.Desired Settlement: I want to receive services( in my case tv channels) that I had when I signed up with Verizon or terminate my 2 year commitment( of course without any penalties).

Business

Response:

A Verizon billing representative contacted [redacted] on 7/16/14. The representative explained to [redacted] that the channels she lost were a part of the Fully

Loaded package that she removed via online once the promotion expired. The representative explained to [redacted] that she received an order confirmation on 4/2/14 outlining all the

channels included in the Prime HD package. To help restore the channels, the

consultant upgraded the video to Extreme HD and downgraded the internet to 50/25

to make the bundle rate $84.99 which is only $5 more than her old bundle. The representative

explained to [redacted] that this is the best offer we have.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:Verizon's response is not making any sence. The email they send on April 2 didn't explained anything. It did have a channel line up, but so what? WE HAD THE CHANNELS THAT WERE NOT LISTED THERE. What we didn't know, and of course Verizon never mentioned anywere, that half of the regular channels gonna go away if we stop promotional movies. She said they didn't think we gonna stop the [redacted] and [redacted]. Really? They think I'm gonna pay $30 extra a month after thr promotion?

Review: On 12/20/2013, I entered into a two year contract with Verizon to get Fios Internet service and telephone service for my hair salon with monthly charges of $74.17. However, my contract was not honored by Verizon when I started getting billing statements with balances of more than $74.17 for the internet and telephone services at my store. I called Verizon and talked to a customer service representative, [redacted], and asked her why Verizon was charging me so much when my contract specified that my monthly charges would be $74.17. My April 2014 billing statement had a balance of $231.28 and [redacted] adjusted it to $171.28 after explaining to her my situation and the contractual agreement I had with Verizon. [redacted] gave me a confirmation number of [redacted]. When I received my May 2014 billing statement from Verizon, my balance was $167.72. I am filing a complaint against Verizon today on June 9, 2014 so that I can get Verizon to honor our 12/20/2013 contract. My account number with Verizon is [redacted].Desired Settlement: I would like Verizon to honor my 12/20/2013 contract and going forward, I want my billing statements to reflect the monthly charges of $74.17 that Verizon had agreed to for providing my store with Fios and telephone services.

Business

Response:

Please be advised, Verizon has spoken with the consumer and reviewed the account. Records reflect the consumer currently subscribes to Verizon's Solutions Bundle package (2yr term) for $89.99 plus Hunting - $1.00, bringing balance to $90.99. The consumer also receives a $15.00 monthly credit (for 12 months), which brings the monthly charge down to $75.99. This pricing does not include taxes and/or surcharges. It has been explained to the consumer that all consumers pay taxes and surcharges.

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 reason why I entered into this contract with Verizon was the sales woman, [redacted] made it sound like the taxes and other surcharges would be included in the $74.17 monthly charge. If I had known that I would have to pay taxes and other surcharges on top of the $74.17, I would never have agreed to enter into this two year contract with Verizon.

Regards,

Review: Hello,

We have had a technician scheduled to visit our house to fix the internet at least 6 times in the past 2 1/2 months. The service was not initially installed properly, so a second technician attempted to properly install on March 17th. The internet worked for a short time, but soon went out again, and a third technician came on April 16th. He allegedly did not have the tools necessary to make the repair, so he said he would come back later, and after waiting in our house the whole day for him to return, we later received an email saying our ticket was closed even though our problem still remained unfixed. A fourth technician came on April 21st and was unable to fix the issue, so he returned later that week, but was extremely rude and disrespectful to the crestron technicians we had on site that day, and was rude and dismissive to my husband and I, so we asked him to leave. The fifth technician came to our house on May 4th, but he was unable to fix the problem, and said he would send a 2nd tier technician to fix the issue. We did not receive an email or a call setting up an appointment for a 2nd tier tech so we called ourselves, and were told no one was scheduled to come to our house, and that 2nd tier techs did not exist. We then scheduled an appointment for May 8th, and my husband left work early for our 1-5 appointment, but the technician never came. At around 7 or 8pm I called customer service to get a better estimate for the techs arrival, and was told the tech came to our house and no one was home. Unless the technical went to the wrong house, or came to our house before 11am, he or she is mistaken because my husband was home as early as 11am, and remained home until 7pm or 8pm, when he asked me to call customer service. I feel silly haven taken this long to understand that Verizon fios has no interest in fixing our service.Desired Settlement: All money associated with our account needs to be refunded since we never had steady service. Without internet, cable functions do not work properly such as on demand and sometimes our guide. Not having internet has also disrupted my work schedule as I sometimes work from home. A full refund for all money paid, waiver of any early cancellation fees or fees associated with returning equipment is necessary to rectify this ridiculous mess. Verizon should have been honest with us 2 months ago concerning their inability or lack of desire to provide continual working service to our home.

Business

Response:

On 5/16/14, the company spoke with the customer and the customer

advised she no longer wanted to trouble shoot her issues. The company confirmed a

request has been received to cancel service as of 5/26/14. The company has a

follow up set to ensure the customer is not assessed and early termination fee.

The customer has also been issued credit for service totaling $149.15 for

service back to 4/28/14.

Review: Here is a copy of the letter I sent to the collection agency which Verizon unjustifiably referred my account to: [redacted] February 12, 2014

To Whom It May Concern,

Your collection attempt regarding Verizon account [redacted] in the amount of $68.10 from [redacted] is invalid. I received a past due notice from Verizon dated 2/4/14 and attempted to call them today to correct the matter, as they are in debt to me. Instead, my call was transferred to you. As a side note, I understand from the conversation with your representative that your company mailed a letter to me on 2/11/13. I am not quite sure how Verizon would expect such quick response from their customers when it typically takes them several days to schedule service, but alas, I digress.

Here is the history. I cancelled their service on November 15, 2013 before the monthly invoice date on my account of November 16, 2013. I had completed my 2 year requirement several years ago and was on a month to month contract. When I originally began their FiOS service, I was billed one month in advance which apparently was a requirement in setting up my account s it was new service. Naturally, when I cancelled the service, I anticipated getting this one month fee credited back to me. However, upon receiving this past due notice, I see they have made an error. As they collected the first month's fee in advance, they owe me a month's fee instead of me having a balance. I trust you will clear this up immediately as this is an invalid charge.

I have also submitted a request for your correction of this error on line. As I would not wish a duplicate credit, please insure you have not already corrected before making another credit. Please do not hesitate to contact me should you require any additional information in resolution of this matter.

Sincere Regards,

[redacted] VA [redacted] Cc: Verizon

Revdex.comDesired Settlement: Withdraw the collection attempt; if it was affected, clear my credit rating; and refund me the one month advance service fee imposed several years ago.

Business

Response:

Good afternoon,

Thru our research we found that the customer had 3 debits added to his account for the total of $144.82, with the reason being customer did not authorize payment. As it stands right now with what we have found, the customer does have a balance of $68.10 that is owed to us.

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 on the phone while I was at work on or about 2/28/14 by a Verizon employee essentially stating the same thing that is in this written response. When I advised the individual that the issue was based on the advanced month's charges from several years ago on this same account, he advised that he would have to research it further and would get back to me. I have never heard from him nor anyone else at Verizon again. I have intentionally waited until now to reply to this response thinking that I would hear something, but again, I did not.

So, to reiterate this issue once again so that only the facts may be FULLY addressed, when I opened the account over 5 years ago, I was billed one month in advance as a new customer. I have paid monthly charges ever since then. I cancelled my service the day before my automatic payment was to post for my upcoming month on November 14, 2013. That one month in advance is still in their bank account. They have never credited that back to me. So if I have any charges due, they should be taken out of that one month in advance charge that I have never gotten back and then the difference should be mailed to me by check.

Should anyone have any further questions, I will be happy to answer them through this channel only. I will no longer accept any phone calls from any one at Verizon as they obviously cannot be held to their word.

Regards,

Business

Response:

Good morning,

It was explained to customer in detail that he was not billed a month in advance. Customer understands now and acknowledges that the balance is valid.

Thank you,

Review: I had Verizon DSL Internet "installed" at my home. After working properly for the first 3-4 days, the internet will no longer stay connected for more than 3-4 minutes at a time. I am constantly being disconnected and hence all of my online work, downloads, and uploads are constatnly failing and the service is useless to me. I contacted Verizon several times and no one in the entire company ha been able, or even willing, to assist me with this problem. I will not pay for a service that does not work. One of the dozens of representatives I spoke with even admitted that the problem was on the Verizon end but then said that Verizon may charge me extra costs to resolve the problem despite the fact that the problem is not mine, but theirs. I WILL NOT pay anything, especially extra "hidden" costs that were not disclosed to me at the time my service was initially installed. Furthermore, because of these problems with internet connectivity I have lost many works hours which has cost my home-business significant amounts of money for which I may seek compensation for as well. The issue must be resolved immediately or I will cancel service without paying a penny!Desired Settlement: Please someone at Verizon take some responsibility and FIX MY PROBLEM. I will not call them again and sit on the phone on hold for hours-on-end, and with no resolution, just a bunch of nonsense.

Business

Response:

Hi [redacted],

Review: On 31 July 2013 I ordered internet, telephone and cable service from [redacted] with Verizon. #[redacted]. Installation date was to be on 14 August. On 12 August when I got home there were several l Verizon reps trying to put in a cable. They were going to put it in an area which would disturb the roots of 8 trees. They suggested to ask my neighbor if they could lay the cable on the other side of these trees in his yard. They told me that I had to get the permission that day for them to lay the cable the next day and to have the service start on the 14th. My neighbor gave me permission and I emailed and called Verizon about such. They never came back the next day. But, I did get a call from a rep. that said they would be there on the 14th to lay the cable and that, that person would call me first. I told that rep. that they did not call on the 12th. This rep. guaranteed I would get a call first. I did not get a call but found a Verizon rep. in my front yard about mid day on the 14th. He told me that they can never lay cable in another persons yard and to get the cable done he would have to tear up some of my lawn. I told him to cancel my order. I then called **. [redacted] and left a message to cancel the order and I also emailed Verizon about the cancellation. I never cancelled my service with [redacted]. On 24 August my home phone line was disconnected. I called my provider ([redacted]) and they told me that Verizon disconnected my home phone. Not the cable or internet, just my home phone. I was using my cell phone which I usually only use for emergencies. The fact is I spent hours on the phone in a 24 hr period to get my phone reconnected You would not believe how many times Verizon told me in that period of time that "your order is in jeopardy." Each time I said, "I cancelled my order on 14 August; I do not want Verizon, and reconnect my phone". I kept on paying for more air time for my cell phone to get this completed. Which did not take place until the 25th because Verizon had my old tel # and they would not give it back to me because of ALL THE MISCOMMUNICATION on their part. .Desired Settlement: I had to buy airtime three times in order to have a phone to get my phone reconnected. Each time it cost me $22.00.

I would appreciate a check for $66.00.

Business

Response:

Verizon records indicate the service order was cancelled on August 23, 2013. The service remains with [redacted].

Consumer

Response:

Revdex.com of Metro DC and Eastern PA3:17 PM (6 minutes ago)to me---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Nov 11, 2013 at 12:58 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

I am not satisfied with Verizon's conclusion. From what I understand they just reiterated part f my complaint, i.e. service was to be applied on a certain date, then service was cancelled. The problem was and is, that they disconnected my telephone line several days after the service was cancelled. And it took me 2 days to get it connected. And since I did not have a phone I had to keep on buying more minutes for my cell phone. One reason, was because the rep kept on putting me on "hold" and kept on saying: "your order is in jepordy" when in fact the order was cancelled. I want the monies I spent for the minutes had to pay.

Business

Response:

A billing representative made contact with **. [redacted] to advise Verizon will not compensate for cellular usage. No further action required by Verizon Telecom.

Review: Verizon Fios the company who I have my phone, Internet and Cable service. Is advertising a offer were they failed to disclose conditions in order to take advantage of the consumer. I moved from my old apartment on 6 September 2013 and asked to transfer my services to my new apartment at [redacted]. The services center indicated that the account at my old address [redacted] would be terminated on the 10th and a new account would be started at [redacted] my new address. One of the incentives was a 400 [redacted] gift card when you started the account and it was activated. The gift card will never arrived because when I called Verizon they said it is pegged to the customer having a balance of 50 dollars only. Underetand that Verizon bills in advance so current account of a balance never occurs. To add insult to injury I always pay my bill online and had made a split payment of what was owed at 5405 tuckerman lane and what was expected at [redacted]. Verizon never debited the amounts scheduled no matter how much I called because their system corrupted all data., and their customer service could not locate both places. I paid the full amount for the month of August and September in one lump sum now they are telling me that the last payment I maid is still for September and what they are sending me now as a 250 billing is for the month of October. Which means I have paid September twice. Plus I will never get the 400 hundred dollar gift card I was offered to sign up for premium triple play service. Verizon Fios service is terrible and un professional this card needs to be sent because it was an offer and at no time these 50 dollar balance disclosures where mentioned when signing up for the service upgrade.Desired Settlement: To resolve this issue Verizon must send the 400 hundred dollar gift card they offered as part of the agreement no strings attached. Second fix the billing because it is messed up. Third send a letter of apology. If not I would like a suit against the organization

Business

Response:

Hi [redacted],

Review: I was very happy with my Verizon Fios service living in a Townhouse in [redacted] VA. I received excellent service on all aspects of my Verizon-provided home phone, internet and television services and was paying approximately $155/mo total. After 6 months of service, I called Verizon in early May 2013 to begin a move to my new residence in [redacted], VA.

I was hoping to move all my services with me to the new address about 15 miles away. The representative I talked with was very helpful and determined that only Verizon home phone service was available at my new property but that I wouldn't be able to keep my old phone #. I was a little sad about those disparities but asked about my existing 2 year contract. I was told that there would be no contract issue as long as I moved my home phone service. I was told my charges for home phone would be about $50/mo plus taxes. The agent and I set up home service at my new address to begin the day after termination at the old place. I specifically asked also, if after the move, a few months down the line, I changed to a different phone provider, if my contract would require a termination fee. I was directly told that there would be no termination fee as long as I kept Verizon as my phone provider in the move. Further, I went over my bill with the agent and was told I was fully paid up through the 15th of May.

I made the move to a new residence, got the phone service working a few days later and got my first bill in June. The bill included another full month's fee at my old address (about $155), plus the first and second month's phone service (another $150 or so ($75 X 2)) at my new address. I called to complain about the fee from my previous address but acquiesced when I was assured through multiple requests to talk with supervisors (NEVER granted!) that the old address fee was for billing that terminated on 15 May. I paid $232 or so to bring my account current with a payment of $80 more or so due on 16 July or so. I made a mid July payment of about $80 and got my bill in the mail about the same time I paid the $80 online. This time the bill was for over $300 (didn't show the $80 I'd paid, yet), but had ADDED ON A NEW BILLING CHARGE OF THE DATE OF MY MOVE FOR TERMINATION OF CONTRACT...AN ADDITIONAL $180! I couldn't believe it. I AM disputing the termination fee AND I AM changing my service to a new provider at about $30/mo for phone service.

I would love to have kept my Verizon full service but I haven't been able to get ANY satisfaction or consideration of my plight from Verizon.Desired Settlement: 1. Apologize to me, PLEASE.

2. Stop increasing the amount due and live up to the word of your agents. If they're not properly trained , that's NOT MY FAULT. Record the doggone transactions on the phone!!!! I'm tired of having to prove what was stated to me!!!!

3. Don't require a termination fee when I was assured by your agent that there would be none!

Business

Response:

We spoke with **. [redacted] and advised him the $180 ETF has been credited and that credit shld appear on the 08/16 or 09/16/13 statement. We also explained the billing to **. [redacted] and advised how the balance came to be. **. [redacted] was satsfied with the resolution and has a direct tn to call if he has any further concerns.

Review: I have Verizon service and my contract has expired. I sought to change my services online and via live agents on the phone with no remedy. The agents gave me the run around and kept trying to tell me why I should keep my service as it is versus downgrading it. I was on the phone for over 54 minutes trying to tell them that I just wanted to downgrade my service to one of the advertised plans. I was told by the first agent (Ken) after he tried to get me to keep my current service that he would have to switch me to another agent because he could not change the service since I wanted to eliminate the landline as part of my change. I was told by the second agent that she could not give me the same deal advertised because that was only if I did it online and not through an actual salesperson.

I went online and tried to change my service as noted by the second agent. First, I checked the availability of the offer without logging into my account and it was available for my area. Afterwards, I logged in and tried to click on "add/change my services" and "Renew/change your bundle" and the link either took me to renew my current contract or would not allow me to the change service locations. In one instance, I saved the reply, it gave me an error message saying "Our website stepped out briefly to check out the latest Fios movie deals" I even used the online chat agent who gave me the link (I already had) to go online to change my services. After all of this and over two hours later I still have been unable to change my service other than renew the current service. I did not elect to do so, but that did come up as the only available option.

I believe this is a tactic used by Verizon and other companies to keep people from changing their service and to continue to charge existing rates after the expiration of their contracts. Now, I will probably cancel use of Verizon all together due to this behavior. On top of that I have a nonworking DVR that has not worked for months, but has not been replaced or credited on my account. I am appalled at these types of tactics. Your assistance in correcting this matter is greatly appreciated.

Sincerely,

[redacted]Desired Settlement: I'd like for Verizon to change my service to the Fios Double Play deal advertised at $50.00 per month for 50/50 Mbps internet and Fios TV + [redacted], credit my account for the past six months of a nonworking DVR and an apology letter for the horrible service I received from the two agents.

Business

Response:

Good Morning [redacted],

Review: Verizon advertised their FIOS Quantum Internet service which is a faster internet service, 25mbps, for only $10 more a month. I spoke with a representative in Verizon's online chat and decided to order the service through the rep via the chat service. I asked the rep if I would need to upgrade any hardware, cables, etc. in order to receive the faster internet service and if there were any hidden fees associated with the upgrade. I was assured that I would not need to upgrade anything and there were no hidden fees. The service was ordered and I began receiving FIOS Quantum after about a half hour which I thought was excellent service. I noticed an improvement in speed in my internet service right away. The next day, I logged into my Verizon account to check my status and the possibility of ordering cable TV. I stumbled upon the "check internet speed" app on the Verizon website and decided to test my new Quantum service. The speed test result was a disappointing 10mbps. That is 15mbps slower than advertised. The service I had before the upgrade gave an internet speed of 15mbps. The next day, I tested my speed again, results were 15mbps. Again slower than advertised. I then contacted Verizon chat to explain my issue. I was told to download the Optimizer tool. I did that, still slow a internet. I plugged my computer directly into my Verizon router via ether cable and tested the speed. Result was 56mbps. After the obvious disparity between speed tests, I decided the issue was with the Verizon router I was supplied with at the start of my service. I called Verizon to speak to a technician. The gentleman was polite and after listening to my issue, he told me I needed to upgrade to a faster router. This contradicted my original question asking about upgrading hardware. I asked if the faster router can be supplied by Verizon and he told me 'no', it would cost me $70 or $80 and it would be mine to keep after that. I consider this as a hidden fee, again contradicting my original question about the upgrade. My issue is Verizon's lack of clear explanation on the upgrade in service and their lack of clarity on upgrading to a faster router. I have never had an issue with Verizon and I have been very pleased with my services up until now. If they are going to advertise improved services, they must make it clear that customers will need to upgrade their routers and that FIOS Quantum will cost more than just $10 extra a month. In reality it will cost $10/month and $70-80 for a faster router.Desired Settlement: Verizon should explain their upgrade services more clearly to avoid disappointing their long-time customers. Instead of only focusing on getting more money out of their customers, Verizon must explain the hidden costs behind their services. In a perfect world, Verizon would issue faster routers to the customers who decide to upgrade services and not charge them for it, like they do for the basic routers. Unfortunately, this is not the case. Instead, their customers are charged more for faster services but not provided the hardware to reap the benefits of those faster services. This is how businesses lose customers. Customers today are feeling increasingly duped by businesses which causes a decrease in consumer confidence. It is moments like this that prove this as true, my confidence in Verizon is damaged but unfortunately the alternative is even worse, Comcast. I will remain with Verizon but I am forever skeptical of their services. Thank you.

Business

Response:

Verizon's Fios Support Team's [redacted] called and spoke to the customer concerning his speed and the issue is through wireless, the customer gets his speed via a wired connection but not through wireless. [redacted] educated the customer that there is no guarantee of speed through a wireless connection and this is stated in the terms of service.

Review: My Verizon FIOS Triple play account has been messed up since April 2014. I have been over charged for services I did not want. When I moved from one address to another back in April of this year all I wanted was services moved from one location to another. This did not happen. I have called your customer service FOUR (4) times....FOUR TIMES!!!!!!!!!!!!!!!!!!!!!!!! To get this resolved. Twice I was hung up on!!!! TWICE!!!!!! Obviously there is no respect for your customers here. Every time I was assured by a call center rep or in the last phone call a SUPERVISOR!!!! that my bill would be credited back the overage charges. Yet every time after these calls to your call center my bill went up not down Example: In my last phone call I spoke to a call center supervisor and was told my bill that was due on September 18, 2014 would only be around $32 and some change. This is not the case. It’s now $411.15. To be honest I wouldn’t even know where to start to get this fixed. You people have messed this up so bad. You don’t listen to what I’m telling you. To get online and sift through my bill is like reading Chinese language. I am sick and tired of being lied to by your customer service reps telling my my bill is fixed and amounts are being credited. SICK OF IT!!!!!!!Desired Settlement: The only acceptable settlement I will take is for a high level management person preferably someone at an excutive lavel to contact me personally by phone to get this resolved. I'm not asking for FREE services. All I want is what was supposed to be credited back to me and my bill fixed going forawrd. Thats all I want. It's quite obvious that so called supervisors at your call centers cant or rufuse to fix this. I'm actually a verizon employee. I'm a central office technician in the [redacted],VA NOC center. Its a real shame that this is how we as a company operate and treat customers. Again I want a high level management person to contact me directly to get this resolved. I will not go away until this is completley fixed. I will keep sending emails internaly and externaly till this is fixed. I will CC this message to to CNN, the Today Show and to any local news outlets also if I have to.

I look forward to hearing from you.

Thanks

[redacted] Customer/Emplyee.

Business

Response:

A Verizon Customer Service Representative dscussed the bill (split bill) with [redacted] and issued a credit totaling $60. The representative provied Verizon Connection Website information and advised [redacted]the bill balance due is $351.15. [redacted] advised that he was satisfied.

Review: we started service with verizon in sept 2012. fios is not in our area so they gave us dhl 1.5. we trusted them that this was the correct service for our home. we called verizon multiple times in the last two years to report internet problems and every time we were told well you don't have fios in your area so theres not much we can do. today I called again, two years after our problems started and tech support ran tests and told me oh we have you on the wrong service, you should be on 1 not 1.5 but don't worry it is cheaper. I said well your company told us you were giving us the correct service, we paid the price, complained when it didnt work and was told there was nothing to be done about it and just now you're saying we have been paying a higher price for a service that doesnt work when your company should have given us the correct product, the 1 not 1.5 which would have been cheaper for the last two years and would have worked better. the price difference is 10$ a month and I asked for a 10$ a month credit for each month we had over paid for a service that didn't work. they said they would only do 3 months. I am requesting the 10$ difference be reimbursed for the additional 21 months (since they gave us 3)Desired Settlement: I want verizon to acknowledge they were wrong for over charging us for a service that was incorrect for our home, acknowledge that when we called to fix the problem we should have been told he had an option beyond just oh well you dont have fios so there's nothing we can do, and be issued a check for 210$ to make up the difference in what we have over paid for the last 2 years.

Business

Response:

According to record, on September 12, 2014 Verizon issued credit of $210.00 for the internet price dispute. Verizon informed [redacted] of the credit.

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 was a recent Verizon signee for Fios internet service I made it clear to Verizon that although the service was at the address of my house that I did not receive mail there. I gave them my P.O. Box to send all mail correspondence.

I now have a tenant who lives there and rents from me. She tells me that Verizon is still sending mail to the house. Some of which she sends back and some gets discarded. This problem and issue is being manufacture by Verizon. They have my correct mailing address, but refuse to honor it.Desired Settlement: I am asking Verizon to stop sending mail to my tenants mail box addressed to my name. I request acknowledgement that they will discontinue this practice. I don't know what they are sending. but they are doing it behind my back. They clearly have my mailing address which is my P.O. Box

I need them to send what ever refund, bill or receipt of payment to my mailing address and stop disturbing my tenant. I do not authorize spam mail to be sent to my Mailing address only refund, bill or receipt of payment.

Business

Response:

[redacted]’s service address was added to our Do Not Solicit list.

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 reply did not answer the reason for the complaint. The complaint states that Verizon is sending mail to an address where I don't receive mail. I further added that Verizon needs to send all legitimate communications to the P.O. box provided as a mailing address. This is important because :a) I am due a refundb) unscrupulous practices from businesses will state that they sent information to the last know address, then that falsify collection efforts. c) Verizon needs to correct my information in there system to reflect my mailing address. Nothing in the response addressed those issues. In addition, I request that Verizon not share or sell my information outside of verizon.

Regards,

Business

Response:

Our records show [redacted]'s address as:[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: While the record is correct for my address, I am still getting complaints about Verizon mail being sent to the [redacted], so the problem still exists.

Regards,

Review: I had Verizon Double Play: FiOS Internet up to 15/5, FiOS TV Prime HD, 2011 NATIONAL with Order Number [redacted] and Order Date Oct 29, 2011. My account number was [redacted]. I had this service until end of October 2012. During this period I have made regular monthly payments. My services were cancelled on October 27 2012 as I moved into my new home. However, Verizon inaccurately billed me for month of November 2012 for $ 71. 69. I informed the Verizon customer service that this is inaccurate and I have paid in full all the outstanding balance. Verizon then sent this bill to third party collection agency, which sent me letter about the balance. I replied them that as I did not have any services beginning November 2012, I do not owe any amount. After this they reported to Credit bureau that I am delinquent on this account. I called the Verizon again during Feburary 2014 to enquire about this report and was told that if I make this payment they will take care of this negative history. Just to avoid all the turmoil of going through legal complaints and save hazzle, I half heartedly made the payment of $71.69. But even now that negative account is being reflected in my credit report. I was denied a small business loan due to this verizon error which has impacted my business and my financial health. I called Verizon credit reporting department again to request to remove this negative reporting but they have declined my request on 07/ 17/2014. So I please request Revdex.com to help me resolve this incident.Desired Settlement: Remove the negative history from my credit report and an apology from the Verizon for harassing and corrupting a customer image due their system error. If possible make my incident public so that other customers are aware about the harassment Verizon causes to its customers.

Business

Response:

[redacted],