Verizon Wireless

July 14, 2015
Thank you for allowing Verizon Wireless to respond to concerns expressed by Ms. [redacted]. In her complaint, Ms. [redacted] disputes a contract for one of the lines on her account. Verizon Wireless regrets any inconvenience this matter may...

have caused and appreciates the opportunity to address her concerns.
Review of Ms. [redacted]’s account, shows the she advised this matter was addressed prior to Verizon Wireless receiving the Revdex.com complaint. The contract for the unwanted line had already been removed and the line disconnected.
Should the Revdex.com or Ms. [redacted] have any questions, please call me directly at ###-###-#### between 8:30 a.m. and 4:30 p.m. (Pacific Standard Time), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.
Sincerely,
[redacted].
Executive Relations

Complaint: [redacted]
I am rejecting this response because:
The issue is NOT about the credit!  I do not have an account with verizon.  I do not want an account with Verizon!  Verizon continues to do what they have done for the last 17 months which is why this has continued for as long as it has and that is they keep putting a credit on the account instead of CLOSING THE ACCOUNT.  If someone would please read the original complaint they would see that I had Verizon for the trial period only.  I did not like the service as my home backs up to preserve land and the service here is not good.  The account was closed and the phones were returned.  For some reason Verizon keeps charging me the rental fee even though they acknowledge that I returned the phone.  This rental fee is why I keep ending up in collections.  Putting a credit on the account does not solve the issue, it only delays it for 4 months and then the cycle repeats itself which as I already said this has been going on since December of 2014.  I want this account closed, not credited! The solution of another credit is NOT ACCEPTABLE because it is only allowing the situation to persist, which is not the outcome I am looking for.
Regards,
[redacted]

I recently upgraded 3 phones on my plan. While talking to 2 seperate reps online, BEFORE I proceeded with the upgrade, I inquired about any changes to the bill. I was told by both representatives there would be no change to my bill. After ordering the new phones I went to the store to pick them up and asked the store associate if there would be an impact on the bill, again I was told no change. Well, old bill was 4 lines and 6gb of data @ $165.00/month bill after upgrade $278.00/month. When I talked to a "customer service" person about it I was basically told "oh well". If I was a new customer I could get 20gb and 4 lines for $160 but since I have been a customer for 10+ years screw you. I have both my cell phones and cable through Verizon - not any more. [redacted] gave me a great deal and actually seemed like they cared and [redacted] cable is less superior packages but better internet and it's not Verizon. I am extremely disappointed in Verizon's customer service, if you can call it that, for existing customers. Never again will Verizon supply me with any services wireless or cable.

This is a long story, and it is full of confusion, frustration, carelessness and dishonesty.
I was trying to buy two iPhone 7+ from Verizon for my nephews' Christmas gift. Through their online ordering website, a representative whose name was Jennifer was assisting me with online chatting.
I was purchasing these phones IN FULL RETAIL PRICE, and I DO NOT need a plan with Verizon.
But the web site doesn't allow me just to buy the phones without a plan. Jennifer told me that is no problem, because I can choose to cancel the service when the phones arrive.
The web page asked for me for my SSN, and I literally checked with Jennifer that she "ASSURES" me this is going to be a SOFT inquiry. So I proceeded and got an email saying the order was made successfully
Later on, I received another email from their fraud protection team, asking me to call them in order to review something. So I did.
During the call, the told me I don't qualify for their pre-paid service (which I don't need since I am only buying the phone in full retail price). And they cancelled my order for no reason.
And through multiple attempts trying to figuring out what was going on and what can be done, I was told the credit report check was a HARD inquiry and Jennifer LIED to me.
I still don't have the order in place. Let alone every time I contact their customer service, they try to ask me to call a different number, and the new number they give either not working, or tells me it is a wrong department.
This is crazy. This is wrong. I cannot believe I was treated like this.

3 PHONES THAT DID NOT WORK. REFUSED TO SEND NEW PHONE. DROPPED CALLS w/4G LTE. PHONE HAD NO FUNCTIONALITY, I.E. CONTACTS, PHONE, MESSAGING WOULD NOT OPEN.
Spoke to Elisha (Supervisor), Jeremy (Tech Support), Zack (Tech Support), Brittany (Customer Service), none of whom were helpful or offered any solutions that made sense.
HORRIBLE. HORRIBLE. HORRIBLE.

This company has the worst customer service I have ever experienced. I was a valued customer of 8 years, all bills payed on time. I moved to Alaska and was told that a new iphone that was shipped to me would work where I was located. It did not; no 4g access. Customer care said send the iphone back and my early termination fee and cost of the phone would be excluded. I had to switch to [redacted] because of not being able to connect the iphone. All was good until today when I received a notice via email that I owed $362 in early termination fees. So I called Verizon and spent 2.5 hours on the phone with them. The lady at customer care which spoke to me was very rude and abrasive. It took over an hour to speak to a manager who eventually hung up on me. I tried to call back and received another person that didn't know anything about the situation. Because Verizon didn't document anything, they would not grant me the fee exclusion until I switched my number back over to Verizon (from [redacted]) and they checked to see if there was 4G coverage via tech support. How was I supposed to do this with a broken phone? I finally got in touch with someone who helped me and found all the documentation needed in prior phone calls. Total, I spent 3 hours on the phone on 11/21. I will never use the service again and I would suggest anyone looking at this site should NOT USE THIS SERVICE. Use AT&T.

[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]

Complaint: [redacted]
I am rejecting this response because:
 
I wanted to let you know that the above named complaint has not been resolved.  We used my husband’s email address since that was the address Verizon had.  Ricky is not good at checking his mail and we missed your request asking if the issue was resolved. 
Verizon also left several emails.  When I saw them I called two or three times and left messages that were never returned. 
Verizon did not address several issues:
Not lowering our bill unless we kept our service Sending us to collections when we were paying off the bill
I again request they write off the remainder and remove us from collections. 
Also, please respond to our complaint at this email, [redacted], rather than my husbands – [redacted] 
Thanks for your help, 
Regards,
[redacted]

Upon receipt of the complaint, a thorough review was completed.  It was determined account number ending in [redacted] wireless charges were accurate and errors did not occur.  On March 31,2015, we contacted Ms. [redacted] and informed her of the difference of the past due and current account...

balance. Ms. [redacted] expressed understanding of the wireless charges and satisfaction. Verizon Wireless appreciates the opportunity to respond to all concerns and regrets any inconvenience while resolution was sought in this matter.  If you have any further questions orconcerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 8:00 AM and 3:30 PM ET.Sincerely,[redacted]. Executive Relations

Thank you for allowing Verizon Wireless the opportunity to respond to Mr. [redacted] complaint. In the complaint, Mr. [redacted] expresses his concerns with not receiving a bill  11px;">incentive credit for a special promotion that was running. Verizon Wireless regrets any dissatisfaction this matter may have caused. In an effort to provide a satisfactory resolution, I advised Mr. [redacted] that a credit of $300 was applied to his account on 5/28/2015. Mr. [redacted] expressed satisfaction in the resolution provided, 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 9:00 a.m. and 6:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

[redacted] contacted the Revdex.com due to recent activity that took place on his Verizon Wireless account.  The account holder's daughter was travelling in Florida when she lost her equipment.  She would have to fly back without a phone and he did not want that to...

happen.  Mr. [redacted] added an account manager to the account by the name of [redacted]n who went into the store to purchase a new device for the account holder's daughter since she is under 18 years of age.  He had already paid off the previous device so he just needed someone to be able to assist his daughter at the store in Florida with getting a new device under the device payment plan. [redacted]n went into the store and received the new device, however he stated that at that time he was offered a free tablet which he accepted as well.  The customer stated that he was not aware that the free tablet would add to the monthly bill with the line access charge and also that a brand newline was added to be able to receive it.  Once the account holder's daughter got back home, Mr. [redacted] did take the tablet back to a store in his local area, however he had already been charged.  The line was cancelled and the early termination fee was waived.  I assisted the customer by adjusting charges on the account that he was billed for with the tablet.  I adjusted the restocking fee that he was charged for in the store, the activation fee, as well as what he was charged for the days that the service was active which came to $110.92.  I also explained to him that anytime he adds someone as an account manager, it gives them the option to agree to any lines being added, equipment being purchased, and changes being made to the account.  The account holder is responsible for this so he should be mindful of that in the future.

[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]

Verizon is currently running a buy one phone, get one at half price offer.
When I added the two phones to my cart, it indicated that the line access charge for each line would be increased from $20 to $40.
Why would anybody pay an extra $960 over two years to save $325?? And why does Verizon not clearly disclose the additional charge prior to the final checkout? I am concerned that customers may not realize the increased monthly fees, especially if they upgrade at the store. This seems like a shady business practice, and gives me one more reason to switch to another company as soon as my last line is off contract.

Horrible Horrible Customer Service. I applied for phone service with them and credit was approved. I was forced to enter my credit card information on the online application to continue - even though I owed $0 to get the phone based on my credit. I went to the store and we called the 800# - I was informed that the account was Fraudulent and they would not give me a reason why. They wanted all my utility bills, DL, SSC, bank statements,,,etc. I was in store for 3 1/2 hours proving my identity and they still came back and told the rep in store that the account was Fraudulent but could not offer me any explanation.
I've been with [redacted] for 14 consecutive years now - was this a hint/message not to switch carriers?

I am extremely frustrated with Verizon wireless and my LG phone. At the end of May, my daughter did a factory reset on my phone and my husband, me, and the people at the Verizon store (who were very nice) could not get my phone to restart so we could set it up. I ended up paying over $400 dollars to buy out that phone and get a new one. I had the new phone for approximately 6 weeks when I was suddenly locked out of my voicemail. I called customer support and a very helpful representative assisted me. We were on the phone for hours trying to fix the issue. When everything we did seemed to finally work, the same issue began happening on a different application and she told me that there was nothing else she could do and that I needed a new phone. The cumstomer service representative said she was going to send me a text with a phone number so I could contact LG about getting a new phone since it was obviously an error in the processing system or a faulty application. The text never came. I called back and spoke to a different representative and was given a number for LG. I called LG and they told me I had to send the phone and I would be out of a phone for weeks, etc. Well, that wasn't going to work. Then, they concluded I may have been given the wrong department number. So, I called Verizon again. I spoke to someone who gave me a different number. This peson also tried to ask his manager if they could just get me a new phone, but no luck. So, he gave me a different number for LG. When I tried calling that number it asked me for my area code and automatically transferred me to a store where the phone rang and rang. I called several times and finally someone answered and told me they don't deal with phones and only fix watches. By this time, I was angry. I had just purchased a phone and hadn't had it even two months and by no fault of mine it stopped working correctly. I am paying my family's hard earned money for a new phone and it is junk. So, I tried calling Verizon again so I could get a new phone number for LG. The customer service representative really wouldn't listen to what I was asking, but said she would get me a new phone. I had specified to every reperesentative that I did not want a refurbished phone because every single one I have had has had issues. She told me she didn't know if it would be refurbished, and since I was tired of being given the run around, I left it. Of course, a refurbished phone arrived in the mail. At this point, I decided to give the phone a chance because I was tired of harssing people. I have had this refurbished phone for a couple of weeks. It sucks. It doesn't answer my calls half the time when I try to swipe to answer my calls. For whatever reason, it doesn't register letters correctly. I understand and know that some of it is user issues, but, compared to my last phone, this is over the top and not the usual "oh that is just me" kind of errors. This phone is a total piece of trash. I just went to Verizon's website to write a complaint and I can't find where to write it. I am tired of calling and being given the run around. I had one helpful representative and another representative who did try to get me a new phone, but could never get in touch with LG after the original call, etc. So, I am stuck paying for a refurbished piece of junk as if it is the brand new phone I purchased after less than two months of owning it. If I had dropped it or done something to it where I was at fault, I wouldn't have a problem. However, all of the problems were absolutely out of my control. I understand companies need to make money and can't afford to hand out overpriced new phones right and left. However, I have had such bad luck with the refurbished phones. I really would rather a completely different model of phone after this experience. Whatever happened to good customer service?

to Whom it may concern:
 
After researching customer complaint we found that:
1. customer did not purchase vehcile with us, we have no record of him having purchased an extened warranty
2. the car has a BMW extended Warranty for 10 years and NO LIMITS on miles...

of an airbag issue ONLY
3. The car at some time was certified and had an experation of 9/20/11 or 100K,for the warranty, whichever occurs first
4. The car at some time had and extended Maintenance warranty (which covers oil changes, brakes, inspections etc) until 9/20/2011 or 100K, whichever occurs first
The car was seen at a BMW dealership the last time on 12/23/10. The above mentioned warranties are ONLY to be conducted at authorized BMW Dealerships.
 
Indepenedent Repair shops are not covered by BMW under this warranty and cusomter will have to pay them,. BMW has set up this srevice to keep customers at authorized BMW Dealerships.
 
Customer states that "the problem occured" on 3/1/2011, but had he brought the vehicle into a BMW dealership he would not have had to pay for oilservices, as long as the car was stil under the 100.000 miles. On 12/23/2010 the vehicle showed 70K.
 
We do not see where we can help here. Where did he buy the warranty? If he was told at 61K that the warranty expired, he was told wrong. AFter he bought the extended maintenance, he took his car in for an oil service at 63K, that was fully coverd by BMW. the dealership he took it too was BMW of Escondido.
 
Sincerely
 
[redacted]
Customer Relations Manager
BMW of El Cajon

In response to the Revdex.com complaint, filed by [redacted] the account was reviewed. It was confirmed that the customer purchased an iPad Air 16GB on 12/19/15 on MDN ending in...

[redacted].  It was purchased through an indirect Agent, Your Wireless. Further review, it was confirmed that the Holiday promo offered $150 off the 2-year price of any Apple® iPad® with a 2-year agreement was only eligible for customers that purchased the iPad from direct retail location. Since the [redacted] purchased the equipment at an indirect agent; he didn't qualify.
In the interest of customer satisfaction, the $150 adjustment was applied.
Regards,
Verizon Executive office

I was flabbergasted by the way I was treated by Verizon customer service today. I am an victim of identify theft and Verizon is one of the companies whom did not adhere to the security block that I have with equifax which request that any company has to ask me 3 identifying question before opening a line of credit with my social security number. At any rate I called today to get information on this fraudulent account. I was bluntly advised the account appears to be a valid account but you can email us a copy of your social and Id for proof. The representative did not empathize or even probe I have an open investigation and police report. No one was concerned it's already alarming that Verizon is allowing people to by past security measures by setting up accounts online. Then to be treated as a criminal is hurtful. I had to call 8 companies Verizon was the 3rd company I called I thanked the other 5 companies for " not treating me how Verizon did " I understand for security measures I would need to submit verification I just don't appreciate being talked down to and not being assisted.

July 8, 2015 I spoke with Ms. [redacted] about her Revdex.com correspondence.  She stated she was supposedto have received a $100.00 rebate card. I advised Ms. [redacted] I could add thecredit of $100.00 to her account as we could not process a gift card because therewas not a...

record of the gift card in the system. Ms. [redacted] accepted the $100.00being added to the account. Ms. [redacted] is satisfied.   Verizon Wireless appreciates that opportunity to respond to all concerns and apologizes for any inconveniencethis matter may have caused. If you have any further questions or concerns, youmay contact me directly at ###-###-#### Ext[redacted] Monday through Fridaybetween the hours of 10:00 AM and 6:00 PM ET. Sincerely,  [redacted] J.National Executive RelationsVerizon Wireless

face="Times New Roman" size="3"> Thank you for allowing Verizon Wireless to respond to concerns expressed by Courtney M[redacted].  In her complaint, Ms. M[redacted] stated her lines were not disconnected as promised and she is now being informed that she will be responsible for the devices that were returned.
 
Upon receipt of this complaint a review was completed.  Ms. M[redacted] has advised the Executive Office that her account concerns have been addressed and resolved. The account reflects a zero balance and the lines have been disconnected. Verizon Wireless assures Ms. M[redacted], as well as the Revdex.com, that we will exhaust all options to prevent such incidents in the future.  Verizon Wireless has provided the applicable coaching to our team members involved, for that purpose.
 
Verizon Wireless regrets any inconvenience the above matter may have caused Ms. D[redacted] and appreciates the opportunity given to resolve these account concerns.  Should Ms. M[redacted] have any questions, please call me directly at ###-###-#### between 9:00am and 6:00pm EST, Monday through Friday.
 
Sincerely,
 
Shunté R.
Executive Relations