Verizon Wireless

Complaint: [redacted]
I am rejecting this response because:
I had acquired a new AT&T Iphone6+ in December and went to Verizon in January to close out my entire Verizon account. They billed me over $397 stating the the large amount was due to 
the early termination fee for telephone and jet pack. I paid the bill in full.
They are now billing me $122.28 for Jan-Feb 2016. They said it wasn't closed correctly and did not include the jet pack. This is not what we agreed upon in January. Although they 
reduced the penalty amount, I will not pay for their inability to do their work correctly. The penalty they are seeking for has been paid. $397 was big enough, I should not be
charged any longer. 
I'm tired of getting all these apologies when even the Verizon pre-recorded message no longer recognizes my number.
 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.
Regards,
[redacted]s

[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,
Misti K[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 1[redacted], and find that this resolution is satisfactory to me.
Regards,
J[redacted]_[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]

Upon receipt of the correspondence, Verizon Wireless contacted Mr. [redacted] regarding wireless account number [redacted]1-[redacted].  Mr. [redacted] stated he would like to communicate...

through written correspondence.  We informed Mr. [redacted] wireless number ending in [redacted] was disconnected as of December 22, 2015 and an equipment buy-out credit would be processed on the line.  Additionally, we informed Mr. [redacted] of options of doing a mobile telephone number change for wireless number ending in [redacted] and the contract end dates for the lines on the wireless account.  An account analysis was performed informing Mr. [redacted] he is on the best calling plan for his wireless needs and he was satisfied with the outcome.

On friends and family plan. Daughter's phone quit, less than 1 year old. Sent her 2 refurbs, to wrong address. Promised overnight delivery. Didn't do overnight on either one. Neither work. Chat over 20 hours, on phone same. No resolution. Latest was disconnected on phone and promised would get an email from them. I have the text. No email. No phone. Still send bills though. Continuous lies over and over and over. Of course, our contract isn't up for another full year so we're stuck.

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]

If the total charges for switching to Verizon is $300, and my final bill from [redacted] was $350, then why am I only recieving a gift card in the amount of $240? And what about all the extra stress and time I had to put into this when it should have been a simple task? I feel as though I had to constantly remind people to do their job. I feel as though perhaps Verizon shouldn't offer a "pay to switch" deal if that is not exactly what you are going to do. I was told that Verizon would pay my final [redacted] bill, hence the name "pay to switch". I am dissatisfied and  very annoyed that I spent so much time and money on this "deal" and am still not getting what was promised to me.  
Complaint: [redacted]
I am rejecting this response because:
Regards,
Stephanie C[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. 
From: Courtney M[redacted] [mailto:courtneym[redacted]@gmail.com] Sent: Sunday, September 18, 2016 2:18 AMTo: [email protected]: Complain resolved
 
To whom it may concern,
 
I recently filed a complaint against Verizon Wireless. I am happy to report that the complaint has since been resolved. 
 
My name is Courtney M[redacted] and my complaint number is [redacted].
 
Thank you for your time. 
 
 
Regards,
Courtney M[redacted]

Mr. [redacted] stated that service between his home and work areas have been diminishing over the past year. A request to investigate the area was sent to the Technical Advisor Group. It was determined that the locations are within a known...

Variable Coverage Area (VCA). Unfortunately that VCA is quite large and extends several miles North, East and South of the customer's address. A network extender is recommended for use in the home address. Based on this information I advised Mr. [redacted] that he can disconnect or port out the service with no early termination fee. I offered a Network Extender at no cost should he decided to stay with Verizon Wireless. Mr. [redacted] decided to stay and accepted the offer of the Network Extender. Mr. [redacted] was satisfied with this resolution.
Verizon appreciates the opportunity to address these concerns.  Should there be any additional questions, please call [redacted] between the hours of 8:30 am – 4:00 pm EST Monday – Friday.

I received an update from the Switcher Team on August 22, 2016, and was advised that the submission is being processed for completion. The prepaid card will be mailed within 15 days. Per the Trade-in information, Ms. C[redacted] will received a trade-in credit of $60.00. The total charges...

incurred for switching to Verizon Wireless was $300.00, so Ms. C[redacted] will receive a prepaid card in the amount of $240.00.

August 17, 2016

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I am writing in response to the complaint forwarded on behalf of Li M[redacted]. In the complaint, Ms. M[redacted] states she was provided incorrect information regarding International pricing plans for her account. Ms. M[redacted] explained she was placed on a $20.00 plan that would share minutes between two lines on her account Ms. M[redacted] is requesting the international charges of $2,692.44 removed from her account. Verizon Wireless appreciates the opportunity to address Ms. M[redacted]’s concerns.
 
I spoke with Ms. M[redacted] regarding her concerns related to international roaming charges. In speaking with Ms. M[redacted], I advised the call we reviewed indicated that we did not advise the $20.00 international plan she was sold could be shared between the two numbers on the account. I did advise that we are willing to work with her regarding the matter. In an effort to provide a satisfactory resolution, I offered to re-rate her international roaming charges and offered to issue a one-time adjustment of $2,421.38 and explained that she would be responsible for $182.91 of the charges. Ms. M[redacted] expressed satisfaction with the resolution provided and had no further concerns.
 
Should the Revdex.com or Ms. M[redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 7:30 a.m. and 4:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.
 
Sincerely,
 
David A.
 
David A.
Executive Relations

A review of the account indicates that on 11/04/2014 an IPHONE 6 16GB GOLD (Device ID [redacted]) was purchased using the device payment program for mobile number [redacted]. The loan agreement was never activated due to a system...

error. Mr. [redacted] was not charged the monthly installments and was not getting the Device Payment discount. On 06/23/2015 an audit for the Device Payment was completed and the Device Payment agreement was added to the account level. The agreement could not be moved to mobile number [redacted] since it already has an agreement on it. Based on this information the loan number 1101791101 was cancelled. Mr. [redacted] was satisfied with this resolution.Verizon appreciates the opportunity to address these concerns.  Should there be any additional questions, please call [redacted] between the hours of 8:30 am – 4:00 pm EST Monday – Friday.

June 22nd, 2015

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This letter is in response to the recent correspondence filed by Mr. [redacted] regarding the afore-mentioned case number.   Mr. [redacted] expressed frustration concerning a non equipment return charge to his account.
 
Executive Relations conducted a thorough review of Mr. [redacted]’s account and concern.  In November 2014 Mr. [redacted] processed an early upgrade via an Edge agreement.  Mr. [redacted] stated he was not issued a return package, this delayed the return.  Executive Relations spoke with Mr. [redacted] who provided the USPS tracking number 92[redacted] that confirmed a delivery to the Fort Worth facility.  As a gesture of good will Executive Relations offered to issue a credit adjustment of $310.58.  Mr. [redacted] accepted the offer and expressed satisfaction. 
 
Verizon Wireless appreciates the opportunity to respond to Mr. [redacted]’s concerns. Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for any inconvenience this matter may have caused. If there are any questions regarding this direct correspondence, please contact me directly at ###-###-####, ext: 2143744. I am in the office, Monday – Friday, from 8:30 a.m. until 5:00 p.m., EST.
 
Sincerely,
 
[redacted] M.
National Executive Relations – Verizon Wireless

The Executive Office spoke with Mr. [redacted] regarding  his matter resolved. In an effort to resolve this matter, the...

Executive Office offered to apply an instant $200 credit to Mr. [redacted]'s account. Mr. [redacted] stated he would prefer to have a gift card. Mr. [redacted] was informed communication will be sent to have another gift card submitted and emailed to [email protected]. Mr. [redacted] was made aware the process can take up to 48 business hours. Mr. [redacted] is satisfied with the resolution provided by the Executive Office.

June 3, 2015
I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] states he moved to a new area and is experiencing poor coverage and dropped calls. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s...

concerns.
Verizon Wireless cannot guarantee service inside any building. Even within a Coverage Area, many things can affect the availability and quality of service, including network capacity, device, terrain, buildings, foliage and weather. Network Extenders are available for purchase to improve service indoors.
I have made several unsuccessful attempts to contact Mr. [redacted] to address his concerns. I have submitted his case to our Technical Advisory Group (TAG) for further troubleshooting. On May 28, 2015, TAG determined a Network Extender would benefit Mr. [redacted]. I offered a 50% discount on a Certified Like New Network Extender via email. As of June 3, 2015, I have not been able to connect with Mr. [redacted] Due to lack of contact, Verizon Wireless considers this matter closed. Mr. [redacted] is welcome to contact me directly for further assistance.
Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:30am. and 4:30pm (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.
Sincerely,
[redacted] M.
[redacted] M.
Executive Relations

Ms. [redacted] Verizon sincerely apologizes for the inconvenience this matter has caused.After further review of Ms. [redacted]’s Verizon account, no changes will be made. However the Executive Office would like to offer a $30 courtesy credit to cover at least 2 gigabytes of data...

overage.Should Ms. [redacted] have any questions regarding this response or their concerns, they may contact the undersigned at ###-###-#### between the hours of 9am - 6pm.Respectfully, [redacted]Verizon Executive Office

M[redacted]s contacted Executive relations because of a device issue.  The customer states that they previously received a warranty replacement in June and the device was functioning properly since that time.  Currently, the device is not functioning properly.  The customer took the...

device into the store and was advised that there was evidence of "water damage" and that the customer should file an insurance claim.  I apologize for any inconvenience that this issue may have caused.  The account has been viewed.  If the device has physical damage, that would void the manufacturers warranty.  If the customer were to send back a damaged device in lieu of a warranty replacement, the account could be charged up to full retail cost for the device. If the device has sustained water damage replacing the device via the insurance would be the best option.  The current device has a $149 deductible. A credit has been applied in the amount of $149, to offset the deductible and the customer will contact [redacted] for a replacement. The customer is satisfied with this resolution.