Verizon Wireless

Thank you for allowing Verizon Wireless the opportunity to respond to the complaint forwardedon behalf of Ms. [redacted]. Verizon Wireless sincerely regrets any dissatisfaction this mattermay have caused.Upon review of Ms. [redacted]’s account, on December 11, 2014, an Early Edge order...

wascompleted for a Droid Maxx. The device was then returned and a two-year upgrade wasprocessed for a Samsung Galaxy S4. Due to the original order being an Early Edge, a device wasexpected to be returned.I spoke with Ms. [redacted] on April 1, 2015, regarding her concerns. She advised she neverrequested Edge and was unaware the representative had completed the order. I apologized toMs. [redacted] for the experience and advised I would credit the charge. Ms. [redacted] accepted this asresolution.Verizon Wireless appreciates the opportunity address your concerns and apologizes for anyinconvenience this matter may have caused. If you have any further questions or concerns, youmay contact me directly toll free at ###-###-####, Monday through Fridaybetween the hours of 9:00 AM and 6:00 PM PT

I spoke with Ms. [redacted] regarding her concerns.  I offered to issue the credit of $200 to the account.  Ms. [redacted] accepted the offer.  This matter is considered resolved.
Verizon Wireless appreciates the opportunity to respond to Ms. [redacted]' concerns.  If there are any...

further questions, Ms. [redacted] may contact me directly at ###-###-####. My office hours are 7:00am – 3:30pm EST Monday through Friday.

April 3, 2015
I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains she was told she could trade in any device when she processed an Edge Up but she later was informed she had to trade in the device that was active...

on the line of service. She requests the Edge Up charge for not returning a device is waived. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.
The Edge upgrade program allows customers to Edge Up to a new device once a portion of the balance of the original Edge Loan is paid. The terms and conditions of the Edge Up program explain the previous Edge device must be returned when Edging Up to a new device. The account was charged $299.88 for not returning a device.
I spoke with Ms. [redacted] to address her concerns and the above findings. She explained that the store representative told her she did not have to turn in the Edge device but she can turn in any device. In an effort to provide a satisfactory resolution for a long time customer, I offered a credit adjustment of $299.88 and an additional $50.05 as a courtesy to cover the past due balance and she accepted. 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 9:30 a.m. and 6:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.
Sincerely,
[redacted].
Executive Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.So after reading the company's response I found not a single solution to this issue . Regardless of the veh service history that by the way the veh spent over 2 months in another dealer after BMW of elcajon damaged my car then failed to fix it right . On top of this issues the car was in a police reported accident prior to being purchased . It's the dealers responsibility to make sure veh they are selling are not in accidents and get sold over price . I want the veh repurchased for the original amount . This dealership , a Revdex.com awarded center has failed to abide by the laws of the state of California regarding lemon law veh . Because of BMW of elcajon and [redacted] service manager my car has been in the shop the past year for just short of 4 months for same concerns . Also the failure to communicate on the dealers end when I atempted to resolve this issue was very unprofessional . Couldn't even return a phone call . Great service . I would like the car repurchased for full original amount . How can a Revdex.com awarded company be allowed to break the law and still be accredited .
Regards,
[redacted]

Thank you for allowing Verizon Wireless to respond to concerns expressed by Fred and Connie P[redacted].Fred and Connie P[redacted] stated they have incurred expenses for services not rendered, late charges andtermination fees while trying to resolve the issue. The customer stated he submitted...

a letter to Verizon disputing thedebt on May 28, 2016. The customer stated on July 09, 2016, he received a settlement offer from ConvergentCollections. Fred and Connie P[redacted] are requesting the account to be reviewed and credited for surcharges andother charges related to disputed amount.Account review indicates that on 05/12/16, account number [redacted] has a written off amount of $761.84and has been placed with Convergent Outsourcing, Inc. at ###-###-####. The final balance include past duebalances and early termination. Account review indicates that on 07/18/12, account number [redacted]8-[redacted] hasa written off amount of $144.45. Account review indicates the charges are valid.The Executive Office reached out to the customer at xxx-xxx-[redacted] and via email at xxxxxt[redacted]m. TheExecutive Office can be reached at the below number to discuss further regarding the services they indicate theywere billed for and did not received.Should the Revdex.com or Fred and Connie P[redacted] have any questions, please call me directly at (800)[redacted] extension # [redacted]etween 8:00 a.m. and 5:00 p.m. (Eastern Time), Monday through Friday orCustomer Service at ###-###-####.

My parents talked into switching to a wireless number for their home phone after having a land line for their entire lives they are in their 60's and 70's. This person at the Elmira, NY [redacted] store did not know what she was doing nor did she research my mom and dad's history which would have told her that they had a bundle package with Verizon, which at the time included high speed internet and [redacted] Because this person at Verizon Wireless did not know how to do her job, this has caused 2 months of pure Hell for my parents and now me and my sister. We have been fighting for 2 months to get their internet service back which was cancelled when Verizon Wireless ported my parents number over to their wireless system. NO ONE ever told my mom or dad that they would lose their internet service or their bundle package, all they were told is "we can save you $50 a month". Verizon Wireless should train their employees to know what they are doing. They completely erased internet from my parents and they have not had it now for 2 months.We have been passed around from person to person, from company to company, from supervisor to supervisor, from agent to agent, from department to department....just utterly ridiculous and I am completely disgusted with the lack of service and knowledge of Verizon Wireless and their employees. I cannot imagine that the Executives at Verizon Wireless would be very proud of the conduct of their store level employees. Do not trust verizon wireless agents, they do not tell you the truth!!

0.

Verizon is one of the worse business I've ever dealt with. Everyone should stay away from them with a 100 ft pole. Their whole business model is a scam. Bad product/service and even worse customer service. They have multiple people telling you different things and when you ask them for the recordings, they say they don't have it. Do not believe anything they say and make sure you don't give them any business.

[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 couldn't be happier with the resolution or with the speed at which it was reached.
Thank you!
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not wish to receive a response from this individual again since it is confirmed that she has no authority to speak on company's behalf.
Total and utter lies in her entire response. This person should not be in a customer facing/talking position. She has no listening skills as she repeats an statement over and over again. I am working with the COO of the company for a resolution. Her written skills are worse than her listening skills. In an e-mail sent to me that contained only three paragraphs, it is filled with spelling and grammatical errors.
If you accuse someone, you better have the facts to back up the accusation. She will soon have an opportunity to commit perjury under oath.
Speaking to the management of the parent company, it is not surprising to hear that I am not the first victim of this customer relationship rep.
More to come.........
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 I would like to add that indeed Verzion  Executive apologized for the inconvenience that was caused to me ...but they forgot to remove the taxes for the phone that I NEVER PURCHASED. .. and. ALSO ...... charged me with a late fee.....for refusing to pay  A FRAUDULENT CHARGE TO MY ACCOUNT .......The  late fee charge it is a symbol of appreciation  from Verizon to their customer. ....I assume. .....
Regards,
[redacted]

Smart rewards program is really a data mining scam that does little to reward customers at all. One must enroll in Verizon Selects in order to use the points at all. Verizon Selects enables Verizon to collect data on virtually every online activity customers do.
Verizon lures customers into the program by alerting them to the fact that they have already earned a large number of points. However, this large number of points can not be utilized to pay Verizon bills or to purchase their merchandise. Daily deals and sweepstakes are a feature of the program. Daily deals allow customers to use only a limited number of points for an extremely limited number of items. One has to log on at 2 PM ET daily to attempt to purchase the daily deal- within a matter of seconds the item is sold out. Sweepstakes allow customers to bid points on merchandise.
Gift cards for other companies are available at a discount by using points. However the points the customer is allowed to use is capped by Verizon. For instance, one can use 500 points towards 5 dollars off a 50 dollar gift card, but never 5000 points to outright buy the card. Merchandise can be purchased just as cheaply elsewhere- once again, Verizon caps points usage so only a discount can be applied - never a full purchase made.
It's very easy to be lured into the program, thinking it will be similar to the rewards program on your credit card, which essentially assigns one penny value per point.
However, it is not at all like that.
Despite hoards of complaints, Verizon refuses to change the program at all, and constantly defends it.
Customer service for smart rewards is open only M-F business hours with little to no possibilty of actually getting through to a human being.
Verizon also charges the highest prices in the industry for phone plans, and refuses to waive any of their fees under any circumstances.Customer service agents are often extremely rude.
In my opinion, data mining like this should be illegal.

[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,
J[redacted] S[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]2, and find that this resolution is satisfactory to me.
Regards,
Akhter S[redacted]

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December 13, 2016
 
 
 
I am writing in response to the complaint forwarded on behalf of [redacted]. In the complaint, Ms. T[redacted] expressed concern about a payment being taken out of an unauthorized account. She states she was assured the unauthorized account was removed after she made a one time payment.  Ms. T[redacted] requests a formal apology. Verizon Wireless appreciates the opportunity to address Ms. T[redacted]’s concerns.
 
I spoke to Ms. T[redacted] and addressed her concerns.  I apologized about any inconvenience she may have experienced with our company. In an effort to provide a satisfactory resolution, I offered to apply a one-time courtesy adjustment of $110.00 towards her account. I advised the adjustment would appear on the December 21, 2016, billing statement. Ms. T[redacted] was satisfied with the resolution and had no further concerns.
 
Should the Revdex.com or Ms. T[redacted] have any questions regarding this response; please contact me at ###-###-#### between the hours of 8:00 A.M. to 5:00 P.M. (MST), Monday-Friday.  For other account related matters, please contact Customer Service at ###-###-####.
 
Regards,
 
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], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Long story short this business is no making any effort to replace defective merchandise. I have logged at least 20+ hours (probably close to 40 at this point) on the phone with customer service and in and out of stores trying to resolve simple issues.
They were unable to add authorized users to the account after it was supposed to be created with them on, and later told to just add them after account creation. That cannot be done after 30 days though. So it makes it very difficult to have a family member on the other side of the States activate a phone and port a number. Verizon store employees policy dictates to not help them.
Phone issues, such a hypersensitive touchscreen, and static on the audio out port of the Galaxy S7 were ignored, and refused to exchange. I was told that there was an adjustment on the phone to rid the sensitivity issue. The audio problem had to be diagnosed about a dozen times taking 2-3 hours each time because they could not look at the prior notes to see they already recognized it as a problem. By the time they figured that out, I was outside my 14 day window to exchange it in the store.
Both corporate and a store could not figure out how to ship a phone into the store as I'm traveling, and just got to the area so I did not have a good shipping address. So according to multiple reps all I could was cancel service or buy another phone. (mind you my service was not 3 weeks old). After many times attempting they finally found out their system issue and were able to ship a phone.
After my other family member heard of this they lost faith in Verizon and wanted to disconnect.They ported their number out without my authorization (even though it was required to activate a phone or port one in), so it seems as though there's that hole in their policy. I spoke to a rep and authorized to return the iPhone SE that was on that line.
After now losing the other line and trying to get a better carrier, I was tired of the dance and my part time job at Verizon and was eventually granted a return and refund of my phone.
Both phones have already been shipped into Verizon's return center and the company is refusing to redact the charges to my account. They claim to me now that the phones might get credited back to me if I returned them, unlike the prior reps I spoke to. The biggest problem is, the phone was never functional since day one and they stalled as long as they could to try to force a defective product on me.
I have zero trust in Verizon at this point as they are not holding any accountability to anyone, nor have enough competency to solve a simple issue.

[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,
Theresa A[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 as far as I am ever gonna get with this company.  They gave me a measly 40.00 credit! 40 dollars! I find it ridiculous that they raised my rate so much with no upgrades by me....I find it ridiculous that it took so long to get an answer out of them.  I also think 40.00 credit is ridiculous but I am tired of fighting.  I guess they can do whatever they want & if people like us need to stay in communication with our kids, we have to pay up!Thank you Revdex.com for your help but until these companies have more guidlines & rules to protect the consumer, we are stuck!!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The details above are incorrect. I went to the store and they said the could not give me that price... They did not explain that I had a discount that would no longer be valid. They also said I could go ahead and try and place the order online. 
Also I was never told that the original discount could ever be reinstated.
 
Lastley I did everything Jason said to do, send back the phones and changed my plan and my bill would only increase 1.50 a month.  After doing this I paid a bill of 103.00 now they have sent another bill for a remains balance of 63.00.... That is an increase of 60.00 a month, not what I was told  
Regards,
Joseph H[redacted]