Verizon Wireless

[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.
I asked Verizon for only written communication, as I kept receiving conflicting information. The wrong bill was sent to me a few more times, I finally received a bill which matches the amount they sent you, so I am paying it as a final bill.
Regards,
[redacted]

I had a frustrating experience with Verizon. After many phone calls and hours on the phone my issue was resolved. I am very grateful for Jennifer (an employee of Verizon). She resolved my issue. I was unable to receive calls for 4 days. Outgoing calls were possible. Customer Service representatives voiced issue was repaired. Not true!! On December 20, 2016 at 12:45pm Jennifer did what she said she would and I can now receive calls. Yea! Jennifer.

Upon receipt of the correspondence, a review was completed. In the complaint, [redacted] reports that he returned the 4G router. However, [redacted] continued to receive billing invoices. The records indicate that the billing reflect an early termination fee of $175 and a previous billing...

invoice of $118.44; resulting in a total balance of $308.21. However, due the records confirm the device was returned and received in the warehouse. As a result, our office honored the credit adjustment of $308.21 that brought the balance to zero. An email resolution was sent to [redacted].

face="Times New Roman" size="3"> Thank you for allowing Verizon Wireless to respond to concerns expressed by [redacted]. In his complaint, Mr. [redacted] stated he was no longer receiving his employee discount on his monthly statement.

Upon receipt of this complaint a review was completed.  In 2013, Mr. [redacted] was placed on a Loyalty plan and was advised that he would be able to keep his corporate discount. Our records indicate Mr. [redacted] did retain the employee discount until January 2014. The Executive Office was able to determine on January 2, 2014, Mr. [redacted] revalidated his employee discount and that may have cause the discount to no longer appear under the loyalty plan. As a courtesy, the Executive Office will issue a credit of 237.60 for the last 18 months the discount didn't apply to the bill. Going forward, Mr. [redacted] understands not to expect the discount under his current plan,

Verizon Wireless regrets any inconvenience the above matter may have caused Mr. [redacted], and appreciates the opportunity given to resolve these account concerns.  Should Mr. [redacted] have any questions, please call me directly at ###-###-#### between 10:00am and 7:00pm EST, Monday through Friday.
Sincerely,



[redacted] C.
Executive Relations

Made an appointment for someone to come out and give us an estimate and they never showed up. They said five - I call them at 525 and no explanation given for why they didn't show and then said "well can you be there at 7"? I am not going to trust a company so unreliable for something as important as the foundation of our house!

My fiancé and I visited our local verizon store located on [redacted] in Tonawanda NY Saturday November 28th 2015 at 3:30 pm. We went in for a phone upgrade and a kid named Kevin was helping us. He was very shady about the whole transaction. He put a $25.00 screen protector on my phone without asking me and I'm sure he was hoping I did not notice but I never asked for him to put it on or even mentioned wanting one as the phone I bought was shatter proof and I didn't feel necessary to buy one. Then he signed my fiance up for an insurance plan she did not want which was the most expensive one offered. She had to change it later on at home when she checked our account and noticed what he did. He ignored everything she said and did what boosted his sales. He was unprofessional and his actions have brought us consider leaving verizon all together. Very poor behavior and unacceptable.

We received Revdex.com and Federal Communications Commission correspondence from [redacted]. [redacted] indicated that she was promised a $100.00 per line bill credit with the start of her new service but the credit...

was not applied.
I attempted to reach [redacted] via telephone and email and received an email response from her advising this was her preferred method of communication. To resolve [redacted]'s concerns, I offered a credit adjustment for the value for the value of the promotion and offered an additional $25.00 credit as a courtesy for the inconvenience.  I received an email response back from [redacted] on April 26, 2016, confirming her acceptance of the offered resolution. [redacted] had no additional questions or concerns regarding her wireless account.
Should the Revdex.com or [redacted] have any additional questions or concerns; please contact me at [redacted] during my business hours of 8:00 A.M. to 5:00 P.M. (EST) Monday through Friday. For other account related issues, please contact Customer Service at [redacted]

Upon review of the account, Ms. O[redacted] visited a Cellular Sales premium retail store on March 12, 2016, and...

purchased a new tablet on a new line of service ending in [redacted]. Cellular Sales, as a premium retailer, may have promotions and discounts not affiliated with Verizon Wireless. As a result, I was not able to verify that Ms. O[redacted] was promised a $50.00 prepaid Visa debit card.
 
I spoke with Ms. O[redacted] regarding her concern. I verified her account and updated her last name. I offered a $50.00 credit to her account and she accepted. I advised her she can keep her Cellular Sales gift card. Ms. O[redacted] was satisfied with the resolution provided and had no additional concerns.
 
I spoke with Ms. O[redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I offered a $50.00 credit to her account and she accepted. Ms. O[redacted] expressed satisfaction in the resolution provided, and had no further concerns.
 
Should the Revdex.com or Ms. O[redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 10:00 A.M. and 7:00 P.M. (PDT), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.
 
Sincerely,
 
Jason R.
Executive Relations

The Executive Office spoke with Mr. [redacted] regarding his device concerns. Mr. [redacted] stated that he purchased a device with...

a known boot loading issue. Mr. [redacted] stated he made several request for a new phone but was given the same device several times. The Executive Office verified the device does have some issue with the software that the manufacture is currently working to resolve.
In an effort to resolve this matter, the Executive Office provided a credit for $375.00 to cover the remaining balance of Mr. [redacted] Device Payment Plan. Additionally, the Executive Office also disconnected Mr. [redacted] tablet line. Mr. [redacted] finally bill with the credit adjustment will be available on July 11, 2016. Mr. [redacted] stated he was satisfied with the resolution provided.

I am beyond floored with Verizon my wife and I came over to Verizon because we were told this would be the best service for our personal and business line. October 31, 2015 we joined the Network. We were excited although we were going to pay more money we were okay with it because we were supposed to be getting the best service. For the first month service was okay it was not the best for my wife because she could not get service in a high school where she worked in the city of Chicago a metropolitan location. My service was okay but not great. The next month we began seeing we were losing signal, internet service, being switched from 4G to 3G. Also, our internet I had begun to spike. Now I am on wifi at home and at work I don't really go anywhere because of my disability. I go home, work, church, and occasionally a movie like once a month. I called into VZ to speak with tech support they had me turn off wifi assist. I also asked them to trouble shoot our service because we don't get a good signal to use our phones like we want to. They troubled shoot our phones promised us better service. After I got off the phone nothing changed service we were paying 200+ for was not working still. I called again this time because our internet was spiking again. The man looked at the spikes and it was 3.30 am and 2:30 pm where it took 1 GB of data. Now at 3:30 am I was sleep not using my phone at all and at 2:30 I am at work. Both places I am on on Wifi. It did not make sense to me so I continued to tell them about the poor service. They ran a Test in December and we found out we were in a Marginal 1 area and they apologized and said how come the sales person did not run our zip code to see if we had good signal in our area. They sent us a extender after the findings for free. Guess what? my service still was not living up to expectations. I call again and asked about our options in Jan I was told that we could leave Verizon and keep our phones and will not have to make anymore payments on the monthly plan. I asked the lady to make sure I heard her correctly and I asked her to notate the account. I called 3 more time totaling 4 times to make sure because we were not comfortable just leaving unless we knew for sure what we were told was true. Every rep said the same thing we asked them to notate the account as well. after 2 months of research who would be the better Carrier for us in our area we decided to port over to [redacted] on March 2, 2016. I decided to call VZ to confirm that we ported and that we owe VZ no money on the plan. after spending 1 hour on the phone of going back and forth with customer service and Tech Support telling them to look at the notes. They told us we have two choices continue paying for our phones or return them to a VZ store and they will let use out of the contract. I do not feel this is the correct remedy because we checked 4 times to make sure we could leave VZ while not owning any money. The tech support rep Jasmine admitted she saw something on the notes but told me we were misinformed and repeated our options to return the phone or continue payment.
I told her that it was more than one person who told us that and they could go back and listen to all the recordings. I do not think we should have to return or continue paying on the phone because of what we were told and the horrible phone services we have experienced with VZ. I am beyond upset and this is why I am writing this long post. If you are not going to keep you word then don't make it. We should not have change phones at the risk of losing data and other things. VZ this was my worst experience I have ever had with a phone Carrier.
-10 is my rating.

I reviewed the account and found that the feature was added on Mr. [redacted] account on December 19, 2014. Mr. [redacted]arn started getting alerts that he was going over on December 23, 2014 and spoke with [redacted], who advised that the data usage in Tahiti is  pay as you go. ...

The feature was removed and a follow up was set to issue credit for data overages. On January 30, 2015 the follow up set by [redacted]  [redacted]) was closed without speaking with  Mr. [redacted]arn or issuing the promised credits. In the interest of customer service. I issued a $887.42 credit for the data roaming charges reflected on the January 2015 billing invoice. mr. [redacted]aran was satisfied with the resolution.

Upon receipt of the correspondence, Verizon Wireless reviewed the Switch Promotion for wireless account number [redacted]5-[redacted]  On May 6, 2016, we informed Ms. T[redacted] of the missing information needed to finish the process of her gift cards.  We re-submitted the information for...

wireless number ending in [redacted]  On May 10, 2016, we informed Ms. T[redacted] of the gift cards processed and she should receive them within 15 business days.  Ms. T[redacted] is aware there were never any submission for wireless numbers ending in [redacted] and [redacted].  As a measure of good faith, we issued a credit in the amount of $153.27 for wireless number ending in [redacted] for the remaining device buyout amount for her old service provider.  Ms. T[redacted] was satisfied with the outcome.

I would NEVER again do business with verizon even if they were the only phone carrier in my area. I would rather be without service than to deal with them and their uncaring and uncompromising attitudes ever again. They care more about money than people or their inability to continue their previous lifestyle after job loss occurs. They are unaccomodating and they make it difficult to even talk to them if you forgot your billing password. They may have the biggest network, but they have the worst customer service of any carrier I have ever dealt with.

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

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

Dear Ms. [redacted]: This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on May 26, 2016. Mr. [redacted] is disputing the terms and conditions of a recent promotion offered by Verizon Wireless. Mr. [redacted] states that he was informed that he would be able to participate in the Verizon Wireless Switcher Promotion, although he declined trading in his old equipment. Mr. [redacted] is requesting that Verizon Wireless submit payment towards the balance owed on the final bill with his old provider. Additionally, Mr. [redacted] is requesting that Verizon Wireless remove derogatory remarks on his credit report that are associated with the balance owed with his old provider.
 
During our initial contact with Mr. [redacted] on May 3, 2016, our office offered a courtesy credit towards Mr. [redacted]’s Verizon Wireless account for the equipment buyout associated with cancelling service with his old provider. Mr. [redacted] is aware that the credit offered by our office is considered an exception and a courtesy as he does not qualify for the promotion. We apologize for any misunderstandings regarding the promotion that Mr. [redacted] anticipated. However, in order to qualify to receive a Visa gift card; Mr. [redacted] would have been required to complete a device trade in, along with a bill copy submission from his old provider within 60 days of purchase in order to receive a prepaid Visa gift card for payment towards the balance associated with his old service provider.
 
In response to Mr. [redacted]’s request, the Executive Office of Verizon Wireless is unable to resolve any billing related concerns with his old service provider. In order to receive the agreed upon courtesy credit to Mr. [redacted]’s Verizon Wireless account, he is invited to respond to our office with a copy of the invoice from his old provider. Initially, the above mentioned offer was available to Mr. [redacted] through the end of business on May 11, 2016. On May 27, 2016 our office offered an extension to the above mentioned offer. Mr. [redacted] is aware that this offer will be extended through the end of business on May 31, 2016.
Verizon Wireless appreciates the opportunity to respond to the concerns of Mr. [redacted]. If you have any further questions or concerns, you may contact me directly at [redacted] Monday through Friday between the hours of 8:00 AM - 5:00 PM ET.  Sincerely,
[redacted] Executive Relations
CC:     [redacted]            [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.
[redacted] from Verizon was very professional and resolved my problem.
Regards,
[redacted]

We cancelled Verizon to join at&t, we paid the final bill immediately, however we get phone calls at least once a day from them. We have bank statement to prove this bill has been paid.

I have had my phone service with Verizon for about four years now. I have had many inconveniences since I first started my plan. My phone line was hacked, I was charged thousands of dollars for merchandise I did not purchase, someone else was able to hack into my line and make themselves the main carrier of MY line. After two years of trying to resolve this issue, and spending TWO Chrismas Eves' at the store, I finally got the person off of my line. My phone line is now locked down to where no one (including myself) is able to purchase anything online. My account has a "red flag" on it and it is a major hassle trying to change my phone line anytime I would like to. This was only one of the many, many negative experiences I have had with Verizon. The customer service is absolutely awful and I am told something different every time I speak to a different representative. I added my brother onto my phone plan as a secondary phone line, and he decided to switch to a different carrier after about two years. The representative we spoke with was "[redacted]" from the Verizon Wireless on Mall Road, Florence, KY. I also had planned to switch carriers, but [redacted] convinced me to stay with Verizon by telling me he would put me on a single line plan, I would have 3 gigabytes of data a month, but would only pay for one gig for the first year (as of a promotion), and unlimited talk and text, and I would be on the "Edge" program, and he would also give me a "reliable customer" discount. He told me that my monthly phone bill total would come to about $75.00+tax . I agreed with this. He gave my his business card and his cell phone number to confirm with him that the changes have been made correctly in a few days, and he told me to text him if I had any questions/concerns. I sent him text message after text message asking if my phone plan had been switched over yet and the only response I received was "I will check and get back with you." This occurred at the end of Feb. 2015. It is now mid-April and I received an automated text message from Verizon stating my monthly bill was ready and the total was $103.25. I called the Florence Verizon store and the man who answered was extremely rude with me and was absolutely no help. He told me that he couldn't help me and that [redacted] was on lunch, so I would have to call back in about 45 minutes. So I texted [redacted]; "Hi [redacted], this is [redacted]. I spoke with you about my phone plan in Feb./March. I just received a text message saying my monthly bill is ready and the total is $103.25. This is not the amount we agreed to." I received no response. So, I called the store back (multiple times) for about an hour, and no one answered. These are only a couple of examples that I have encountered with Verizon. They have the absolute worst customer service that I have ever experienced. I am not sure why I am still a customer of Verizon, and I entirely regret my decision of ever going to them as my cellphone carrier.

[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 explained to verizon executive rep that the person opened my verizon account for me created two accounts for me because of increased commission(I was told by the last regular verizon rep I spoke with my account was a mess and he only saw this kind of case once before mine). He also criticized verizon employees should not do that to make customers pay more; therefore, I am one of the victim of the verizon commission system. He told me my payment was posted to the second account and that was why verizon sent my number to collection and gave me a call 3 time a day to remind me I owed them money. The rep canceled my second account and told me my problem is resolved. I hope this is the end of it, because as a customer, I don't like to be used as a tool for commission, pay double what I supposed to pay, and harassed by verizon collection agency although I have paid already.
Regards,
[redacted]

Thank you for bringing your billing to the attention of The Executive Office . We are committed to providing you with a stellar customer...

experience everyday. We value and appreciate your feedback when we may fall short of that commitment. I apologize for any inconvenience that this issue may have caused. The account has been reviewed.  After reviewing the most recent statement, I have confirmed that you do have a credit balance on the account in the amount of $142.98.  The final statement specifically states "do not pay" in the upper right hand corner of the first page of the bill.  You can expect to receive the refund within 4-6 weeks from the date that the account was cancelled.
Thank you for your patience in the resolution of this matter and your continued loyalty to Verizon.

Terrific service....professioal, friendly and reliable staff who went out of their way to fix the problem. Great job cleaning up the worksite. We would highly recommend them.