Verizon Wireless

"Calibri","sans-serif"; font-size: 11pt;">December 28, 2015





Thank you for allowing Verizon Wireless the opportunity to respond to Ms. [redacted]’s complaint. In the complaint, Ms. [redacted] states she ported four numbers to Verizon Wireless from [redacted]. She was advised she would receive $100.00 per line for porting. She contacted customer service and was advised because she didn’t sign a Device Payment Agreement for the devices she would not receive the port -in credits. She requests to have the credit applied towards the account or be released from the Service Agreement. Verizon Wireless regrets any dissatisfaction this matter may have caused.

I spoke with Ms. [redacted] to address her concerns. In an effort to provide a satisfactory resolution, I offered to adjust $400.00 towards Ms. [redacted] account. 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 8:30 a.m. and 5:30 p.m. (MST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted] C.

[redacted] C.
Executive Relations

O boy!!! We're do I start. I have been with this company for many many years and I must say, shame on me for continuing to be a loyal customer. It started when a tricky sales man talked me into upgrading my phone and telling me it would not affect my unlimited data. I am now down to six GB. Then for my veteran discount I was told to email my [redacted] which was never put into play and never put into the system. The manager on the phone said she received it. Where is my info? Who knows. Now I'm getting the run around on my bill with an increase. The longer your with the company the more they stick it to you. Beware.

[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 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. 
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]

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.

Upon receipt of the complaint, the Executive Office spoke with [redacted] on April 28, 2016. Verizon Wireless has agreed to rerate charges through February 7, 2016. A courtesy adjustment has been applied in the amount of $198.05. Please allow 4-6 weeks for delivery.
0pt;">Verizon Wireless appreciates the opportunity to 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] ex[redacted] Monday through Friday between the hours of 8:00 AM and 4:30 PM ET.
Tonya S.
Executive Relations

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.

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,
Misti K[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 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 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

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.

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.

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.

June 22nd, 2015

face="Calibri"> 
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

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

August 17, 2016

"Arial","sans-serif"; font-size: 10pt;"> 
 
 
 
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