Verizon Wireless

Signed up w/Verizon told my bill would 59. - get my first bill 72.00. Six phone calls to find out why. One rep discussed buying toilet paper at Walmart with her colleague. A supervisor told me it was only $12. Called for another reason rep. who answered phone passed the phone to another rep without telling me resulting in missing most of what I had said. Called another time rep. muted me without telling me to hold. When I inquired about it she said she was discussing my issue with her supervisor. If that was the case she would have asked me to please hold. Someone changed my address in the system and I did not receive my bill for months. Every representative tells you the previous representative gave incorrect information. The keypad on my phone vanishes and cannot be retrieved. I CANNOT get it replaced as it has to be mailed and I am not here to receive it. Got told to go to a Verizon store and then was told they cannot replace it - it has to be done through the mail. Asked to speak to a supervisor and they transfer you to a person with a title of "escalating" something. Found out these people with such title are not supervisor so why when asking to speak to a supervisor they transfer to these people who are useless. I am tired of repeating all this time and again and so far I have gotten no results only more unacceptable customer service. I then called and asked why such terrible customer service told by a supervisor he would do an investigation and call me with 72 hours. Never did. I called another supervisor told me the same thing and never called back When I called again I got told they do not do investigations on customer service. At one point my address was changed in the system - supposedly they are investigating that but no one tells me the status.

[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.]
Revdex.com:
 
 
 
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,
Ted F[redacted]

[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.]
Revdex.com:
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,
[redacted]

May 31, 2016
 
Ms[redacted] Revdex.com 1700 Whitehorse Hamilton Sq. Rd. Trenton, NJ 08690

RE:     Complainant: [redacted]           Case Number: [redacted]

Dear Ms. Struck: This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on May 26, 2016. [redacted] has expressed concern regarding the balance associated with account number [redacted]. Ms. [redacted] originally contacted our office via the Attorney General in December of 2015 regarding her concern. During this interaction, our office agreed to credit the balance on her account to resolve a concern regarding the return of wireless equipment that occurred within  the 14 day Worry Free Guarantee.
 
Due to an unforeseen systematic billing error, Ms[redacted] has since received an invoice for the amount of $49.98. On May 24, 2016 the Executive Office of Verizon Wireless cleared this matter with our Recovery Team and have confirmed that the balance has been cleared. Any derogatory remarks associated with the above mentioned error have been updated with all credit agencies and should be reflected within 30 days. In her complaint, Ms. [redacted] is requesting compensation for the time and inconvenience while addressing her concern. On May 24, 2016 our office responded to apologize for the trouble experience and respectfully decline Ms[redacted]s request for compensation.
 
In response to the rebuttal filed by Ms. [redacted] and received by our office on May 26, 2016, our disposition remains the same. Should Ms. [redacted] wish to return to Verizon Wireless by December 31, 2016, our office will agree in good faith to extend a courtesy credit for any activation fees associated with establishing service with Verizon Wireless. Ms[redacted] may take advantage of this offer by responding to our original correspondence.
Verizon Wireless appreciates the opportunity to respond to the concerns of Ms. [redacted]. If you have any further questions or concerns, you may contact me directly at 800-435-6622 Monday through Friday between the hours of 8:00 AM - 5:00 PM ET.  Sincerely,
[redacted] Executive Relations
CC:     [redacted]            [redacted]
           [redacted]

May 1, 2015

black; font-family: "Arial","sans-serif"; font-size: 10pt;"> 
 
 
I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains that she was advised the monthly cost for her basic phone would be $5.00 per month, before taxes. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.
 
A thorough review revealed that two discounts were added to mobile number ###-###-####, and Ms. [redacted] was advised after the two discounts the monthly access charge would be $5.00 per month, before taxes. However, the system implements the discount with the highest value, since it can only implement one discount.
 
I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I offered to change her plan from the More Everything 1GB for $40 and change it to the More Everything 1GB for $30, resulting in a $10.00 savings every month. This would make up for the other $10.00 discount she is not receiving. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.
 
Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:00 a.m. and 6:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.
 
Sincerely,
 
[redacted] O.
 
[redacted] O.
Executive Relations

Upon receipt of this complaint, a thorough review was completed.  Mr. [redacted] expressed concerns regarding the...

outstanding debt of $228.88 and seeking a resolution.
Please accept our sincere apology for the difficulties you experienced with our company. The experience you described in your complaint is certainly not a service we aim to provide. After further research, we have confirmed there were two active lines of ending in [redacted] & [redacted].  They were under a 2 year agreement which would have ended on 8/13/2016. As a result of the account being deactivated before the contract term ended, line ending in [redacted] was billed $190 on 12/13/15 and the line ending in [redacted] charged $160 on 2/13/16. The final bill is correct.  As a means to provide an amicable resolution, we extended a courtesy offer to discount 50% off the early termination fee of $80.  Mr. [redacted] declined the offer and is dissatisfied with the resolution.
Verizon Wireless appreciates the opportunity address your concerns and apologizes for any inconvenience this matter may have caused.  If you have any further questions or concerns, you may contact me directly toll free at [redacted], Monday through Friday between the hours of 9:00 AM and 6:00 PM EST.

Mr. [redacted] is requesting that account charges be credited on a closed account.  Mr. [redacted] did not provide any account information for Verizon Wireless to identify the account and determine what actionmay need to be taken to address his concern. We have made numerous attempts to...

reach Mr. [redacted] to gain thisinformation.  I did speak briefly withhim on March 31, 2015 and he had advised it was  an inconvenient time to talk and that he wouldcall me later that day.  I have leftmessages subsequent to that call with no response from Mr. [redacted].  We are unable to resolve the customer’s concern with the account information to complete our research.

July 07, 2015

0in 0in 0pt;">This letter is in response to the recent concern filed by [redacted] received by Verizon Wireless on 06/25/2015.
[redacted] contacted the Executive Office of Verizon Wireless via the RevDex.com on June 23rd, 2015. Mr. [redacted] is disputing a non return fee totaling $449.00 that was
billed on the May 1st, 2015 invoice for device ID [redacted]4 (Order 3[redacted] Location
Code [redacted]). Mr. [redacted] was provided a prepaid USPS tag with tracking number
9[redacted]88, to return the device in question. According to USPS.com, the tracking
number provided to Mr. [redacted] does not reflect any tracking or return activity. Mr. [redacted] is
disputing the non return fee. Several Inventory Tickets have been opened to investigate the non
return fee.
I spoke with Mr. [redacted] on July 7th, 2015. Currently, Verizon Wireless investigation results
have not yielded any return history for the device in question. After listening to the story provided
by Mr. [redacted], I have decided to make an Executive decision to credit the non return fee of
$449.00 plus late fees totaling an additional $28.16. Mr. [redacted] is aware that going forward, he
will need to retain a copy of a return receipt for any equipment returns. Mr. [redacted] is aware that
his new balance is $575.59. Mr. [redacted] has current arrangements with Financial Services to
resolve the current balance due. Mr. [redacted] is satisfied with the resolution to his concern.
Verizon Wireless appreciates the opportunity to respond to concerns. If you have any further questions or concerns, you may contact me directly at
[redacted]1 Monday through Friday between the hours of 8:00 AM - 5:00 PM ET.
Sincerely,
[redacted] S.
Executive Relations

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]6, and find that this resolution is satisfactory to me.
Regards,
[redacted]

The device payment plan that was setup on the account in June 2015 has been removed from the account due to Mr. [redacted] not knowing of the monthly charge that would apply to his account. Additionally Mr. [redacted] was advised that his 18% employee discount would apply to his account which was not...

correct due to his data plan not being over $34.99. The Executive office honored this for the duration of his agreement of 24 months. Mr. [redacted] has been provided with a direct number to reach our office should he have any additional concerns surrounding this correspondence.

Was a long time customer of VZ. I have since decided to terminate my relationship. Customer service is very poor. Store experience is awful. When I would visit they were unhelpful and dismissive. When I would ask about devices all they would do is show me an iPhone even though I was not interested. They were very rude and arrogant. Besides, the actual signal was worse with VZ than with my current provider. I would not recommend choosing VZ.

May 8, 2015
I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] disputes the Early Termination Fee and asks Verizon Wireless remove the charges. Verizon Wireless appreciates the opportunity to address Mr....

[redacted]’s concerns.
On May 8, 2015, I spoke with Mr. [redacted] to address his concerns. Verizon Wireless offers promotional discounts, which may require a contract period of 12 months in return. Disclosures are provided at the point of offer and then in writing via a confirmation letter. In an effort to provide a satisfactory resolution, I agreed to reverse the promotional discounts, thereby removing the contract requirement. I issued a credit of $300.00. Mr. [redacted] agreed to this resolution and had no further concerns.
Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:30 A.M. and 4:30 P.M. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.
Sincerely,
[redacted] M.
[redacted] M.
Executive Relations

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I do appreciate [redacted]. or M. here taking the time to look into this matter. He resolved my problem to what I had hoped for. I only wish that it didn't have to go as far as the Revdex.com and that the original person that I had talked to had actually253 investigated it like they said they would. Victor has been most co-operative and informative on resolving my complaint. I've lost faith in [redacted] but due to his help, I haven't lost complete faith in Verizon.Thank you,
[redacted]

As previously stated, we stand by our decision. There will be no other consideration in this matter.
Sincerely,
[redacted]
Service Manager
BMW of El Cajon

Complaint: [redacted]
I am rejecting this response because:  when I spoke with the Verizon representative on 619/2016.  He advised the early termination fees of approximately 300.00 included all 5 lines.  I asked the question multiple times. That the representative wasn't clear or implied all 5 lines were closed but didn't close the entire account isn't my fault.  I was asking the experts and believed they were giving correct information.  I have agreed to pay the $477.09. As that is what I was told I owed.  
I will provide, in writing the requested information.
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 
Justin [redacted] here. I'm writing at the earliest convenience I've had to get back to you. I apologize, but I've actually been without internet in my apartment, and that's seriously hampered my ability to get work done.  I actually was satisfied with the resolution of the issue, and I wrote a story about it for a [redacted]: 
Regards,
Justin [redacted]

I renewed my contract almost two years ago with verizon which would have included an upgrade, however at the time I did not have money to pay to upgrade my phone. I was assured that I would still have an upgrade when I decided that I wanted to upgrade my phone. Fast forward a year I was ready for the upgrade but verizon said I didn't have one. Multiple calls to customer service were met with little care and an all so common phrase "we will get back to you" although they never did. When I told them I was fed up with the customer service I was getting I was told that they didn't care. I told them I would be switching to a different provider and was met with the same response. The customer service verizon offers is horrendous and has permentantly turned me away from them.

Upon review of Mr. [redacted]’ account, I discovered in December, 2014, he ported out two of his three mobile telephone numbers, which were disconnected automatically. His third line of service...

remained active, but went unused until it was disconnected for non-payment on March 28, 2015. I was not able to verify that a request was made for the line of service to be disconnected; however I did confirm a payment was processed on December 18, 2014, at the store location Mr. [redacted] referenced. The account balance was written off on June 04, 2015, in the amount of $64.06. I spoke with Mr. [redacted] on June 16, 2015, to address his concerns and the above findings. As there was no usage on the line of service in question, and there was no Service Agreement associated with the mobile number, I agreed to have the account brought to a $0.00 balance, and any credit reporting associated with the account deleted. Mr. [redacted] expressed satisfaction with the resolution provided and had no further concerns. Should the Revdex.com or Mr. [redacted] have any additional questions or concerns please contact me at ###-###-#### during my business hours of 9:00 a.m. to 6:00 p.m. (PST) Monday through Friday. For other account related issues please contact Customer Service at ###-###-####.

[redacted] contacted Executive relations because of a billing issue. The customer states that she spoke with ERT in December and was advised that the balance on the account would be credited to $0.
Currently the account has a balance of $49.  On 05/23, Samuel accessed the account to...

credit the remaining balance and requested to have the account removed from any further collections attempts. Please allow 3 days for the credit to process and 60 days for complete removal from credit reporting.  You will also receive a letter from the reporting agencies within 7-10 days confirming this information. This information has been provided to the customer. The customer asserts that she would like to be compensated for the time that it has taken to resolve this matter.  At this time Verizon does not compensate for time or inconvenience.  The customer is not satisfied with this information.

[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.]
Revdex.com:
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,
[redacted]