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 [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They are trying to give me a lesser deal then what was origanly offered. This is unexeptable. They said they would buy out my contract and did not tell me about all of the loop to jump through. I am a disabled vet with TBI. I woyuld have not bothered with this hasel if they told me. Also they said it was being bought out in the store and there company was rude and hum\ng up on me multiple time and one of there managers cust me out I have witnesses. The want to deduct the phone price and give me whats left as credit. They never told me I had to turn opver my old phone also they said we will buy out your contracr. So What now. This is falls advertising and they only gave me & day. I am incompatent and I need to talk to my cair giver who just left the hospital. I would like to get sprint paid  off as promised and the damage to my credit fixed. They did not send me any extra paper work so what now?
Regards,
[redacted]

Tell us why here...The account is currently past due for $338.23 with a total balance of $476.77.  Our records show the billing is correct. The numbers is in question purchased devices on 2 year agreements. The agreements have not been fulfilled because of multiple voluntary...

suspensions via the online account. Voluntary suspensions impacts contract terms because the contract is extended upon reconnect for the amount of time the account is suspended. ###-###-#### - currently suspended, contract ended 01/09/2015 ($0 ETF)LG SPECTRUM 2 (Device ID 99[redacted]) on 01/09/2013
###-###-#### -currently suspended, contract ends 01/08/2017 ($160 ETF)LG G2 (Device ID [redacted]) on 07/12/2014 
###-###-#### - currently suspended, contract ends 05/02/2017 ($200 ETF)SAMSUNG GALAXY S 4 WHITE (99[redacted]) on 11/03/2014
The balance owing on the account is for service used and billed for mobile numbers ###-###-#### and ###-###-#### prior to porting out service. There was a past due balance owing on the account when the numbers were ported out. Once the remaining three lines are disconnected, these charges will be added to the current balance owing for $476.77. The charges are valid. As for the suspension policy, the service was suspended several times via the online account where the policy is stated. I have disconnected the three remaining lines and as a gesture of good faith, a $50.00 credit was placed on the account. The final bill will be mailed to the billing address. The customer can contact Financial Services at ###-###-#### to make payment and/or arrangements to pay.

On April 7, 2015 I spoke with [redacted] regarding her complaint. I issueda credit her account in the amount of $80.00 for an Outterbox and a ScreenCover. I also issued a credit in the amount of $385.00 for the discount she thought she should have gotten.  Educatedthe...

customer that the Basic phone doesn’t qualify for the $25.00 discount.  I added a $10.00 discount to the line endingin [redacted] as long as the line is basic the $10.00 will remain. If Ms. [redacted] has any additional questions regarding this response, I can bereached at ###-###-####. My hours of availability are from 10:00 AM – 6:00 PM Monday throughFriday.  Regards   [redacted]Verizon Executive Relations

There is currently a $90 credit on Mr. [redacted]'s account. On 4/15/15 - $85 credit was applied for the plan access & on 4/27/15 $5 credit was applied for the late fee. All adjustments have been applied. Because of the adjustments, Mr. [redacted] currently has a zero balance on his account.

This office spoke with Mr. [redacted] regarding his concern.  He advises that he had recently purchased a new prepaid device to replace his current phone.  After he made the purchase, he learned...

that he was purchasing a new service.  He expended $45.00 before taxes. I offered to credit his account in the amount of $50.00.  Mr. [redacted] accepted this offer and states that he is satisfied with the resolution.
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 at ###-###-####, Monday through Friday between the hours of 8:30 AM -5:30 PM ET.
Sincerely,
[redacted] E.
Executive Relations

On August 19, I spoke with Mr. [redacted] regarding his concerns about the balance on his closed account. ...


The account reflects that customer agreed to a 2 year contractual agreement on 11/15/13 for MDN ###-###-####. When he canceled service on 7/2/15, he was charged an early termination fee of $175. 
During our conversation, I explained the aforementioned.  He stated that he ported out for about a month but started new service under his wife's name with a device payment. Due to him porting back in with no contract, I agreed to waive the early termination fee. He was satisfied and considered the matter resolved.
Verizon Wireless appreciates the opportunity to address the matter. You may contact me directly at ###-###-#### Ext. [redacted] Monday through Friday between 8:00 a.m.–3:00p.m.EST.
Sincerely,
L[redacted]
Verizon Wireless Executive Relations

Upon receipt of this correspondence, a thorough review was completed for wireless account number [redacted]. ...

Our records indicate that the customers address is in a marginal coverage area.  On April 23, 2016 Verizon Wireless sent a free network extender to assist with coverage inside of their home.  The Executive Office has spoken with [redacted] and she desires to keep her Verizon service.  In good faith, a credit of $1,032.00 has been applied as a lump sum for 12 months of the existing plan cost which bills at $86.00 per month. 
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] ext. [redacted], Monday through Friday between the hours of 7:00 AM and 4:00 PM EST.
Regina
Verizon – Executive Relations

I purchased a phone (Iphone 7 plus) from Verizon with the impression that my line fee would remain $20. After purchase I got a bill stating this was still the case and a week later it jumped up to $40. I spoke with a representative from Verizon online through the chat option and was assured that this would be changed to $20. I was told to go to a local Verizon store and show the transcript from my conversation to a employee, which I did, and it would be fixed right on the spot. The employee refused to do so. Following this I spoke with another employee online through the chat option and again they refused to give me what I was told I should, ($20 line fee). I feel lied and manipulated by Verizon.

[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]

[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]

On April 28, 2015 a request was processed for $181.58.  This refund will be applied to the creditcard ending in [redacted]  I emailed Ms. [redacted] to advise the refund will take 3 to 5 days to reach her creditcard.  I only had communication through email as Ms. [redacted] requested....

   If Ms. [redacted] has any additional questions regarding this response, I can bereached at ###-###-####. My hours of availability are from 10:00 AM – 5:00 PM Monday throughFriday.  Regards   S[redacted]Verizon Executive Relations

Verizon lied to keep me from cancelling my contract. Do not trust their discounts and new plans if you are trying to buy out the contract.
We moved to an area with very poor service and no wifi. I called them three separate times in 4 days, and again a month later.
1st call: VW told me that the fee to cancel our contracts would be large, but that they could send us a small booster for $99 and offer me a new plan for $150/mo, but the first month would be around $200. Her supervisor then told me that the booster was free?
2nd call: VW guaranteed that would offer more data in my plan for 130/mo, but the first month would be 150
3rd:Guaranteed that they had switch me to new plan (which I requested), that I had 6Gs for the month, and my bill would be 130.
At the end of the month, I got my bill. Not only had they not changed my plan, bur they charged $60 in overages.
4th call: was told that the previous rep I talked to noted that he had switched my plan, but never actually did. They could only offer a "$25 courtesy discount." Her supervisor told me that they could adjust the bill more, but that the prices I rates a month before we're Impossible, and there was no way anyone could have guaranteed them. She said that the reps documented that they had given us those discounts, but they were mistaken in thinking they could.
As soon as we can get out of contract we will and NEVER look back.

On March 29, 2015, I spoke with Mrs. [redacted] and apologized for the inconvenience that she has endured regarding her finalbilling charges.  I educated Mrs. [redacted] regarding steps taken to resolve her concern regarding the problems she endured regardingher final account...

balance.  For the customer satisfaction I will be able to cancel her tablet line of service and also provide Mrs. [redacted] with an adjustment in the amount of $253.60. Mrs. [redacted] stated that her concerns have been addressed and she is currently satisfied with the resolution.  Verizon Wireless appreciates the opportunity to address your concerns and apologizes for any inconvenience this matter may have caused. Mrs. [redacted] has no further concerns and Verizon Wireless Executive Offices consider this matter closed.

The Executive Office spoke with Ms. C[redacted] regarding her billing and account concerns. Ms. C[redacted] stated in September...

2015 when she went into premium retailer A+ Wireless she upgraded her phone and was talked into a Jetpack. Ms. C[redacted] stated she attempted to return the Jetpack because it never worked but was outside of the 14 days and was advised of the early termination fee to break the contract. Ms. C[redacted] is requesting to cancel the service without penalty and receive a refund on all monies paid.
In an effort to resolve this matter, the Executive Office terminated the Jetpack line and waived the early termination fee. The Executive Office also applied a $10.00 credit for the current bill cycle. Additionally, Ms. C[redacted] stated in her complaint that she traded in her device and never received the $100.00 gift card for trade in value. The Executive Office issued a $100.00 to Ms. C[redacted] account in lieu of the gift card. Ms. C[redacted] expressed satisfaction with the resolution provided by the Executive Office.

[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]

In August of 2012 Verizon Wireless added on Asurion Insurance to my plan without my permission. I called their customer service and they agreed to provide a refund for what they charged me for phone insurance since 2012. The credit I was promised never showed up on my bill even after I called Verizon back to inquire about the credit and they assured me it may take a few more days. After more than a month I called Verizon back and they said that the credit had been denied and that the best they can do would be to refund me for 1 year's worth of unauthorized insurance charges. I've made it clear every time I call them that I do not want the insurance, and yet they are still charging me for it. I have been a loyal Verizon Wireless customer for 16 years. I've called them multiple times regarding the issue and spoken to supervisors and managers. None of them are willing to correct this mistake and refund me for these unauthorized charges.

[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]

Terrible experience at the location in Harvard Square, Cambridge. The representative (Franco) I spoke to made the experience extremely difficult and the manager did not seem to care much when I spoke to her afterward. I ended up being forced to use the phone while the sales staff refused to discuss options. I will likely switch carriers.

Revdex.com of New Jersey
Attention: [redacted]
[redacted] Re: Revdex.com Case [redacted] Customer Name: [redacted]
Verizon Wireless Account [redacted]...

Dear Ms. Bocchicchio:
Thank you for allowing Verizon Wireless to respond to concerns expressed by [redacted]. In her complaint, Ms. [redacted] stated she did not request the disconnect for the line in question and therefore is requesting the $220 fee to be waived.
The Executive Office spoke with Ms. [redacted] and she stated that she agreed to a three day service trial with Metro PCS using her current Verizon number to do so. As a result of that line being ported out from Verizon, the line was disconnected as she no longer had an active mobile number with Verizon. Thus resulting in the early termination fee of $220 as only 13 months of the 24 month contract was completed.
If Ms. [redacted] would like to port her number back into Verizon Wireless, the Executive Office would gladly waive the early termination fee charged on that line. If Ms. [redacted] no longer wants Verizon Wireless as her cellular provider, the early termination fee will stand as it is a valid charge. This offer expires February 18, 2016.
Ms. [redacted] also stated she would like to have her device unlocked. The Iphone 6 Plus is a 4G LTE device. Verizon does not lock its 4G LTE devices, and no code is needed to program them for use with another carrier. Please note, however, that carriers typically use different frequencies and air interface technologies to provide wireless network access. Accordingly, a device that works on one carrier’s network may not be technologically compatible with another carrier’s network. “Unlocking” a device refers only to disabling software that would prevent a consumer from attempting to activate a device designed for one carrier’s network on another carrier’s network, even if that network is technologically compatible. In other words, “unlocking” a device will not necessarily make a device interoperable with other networks. A device designed for one network is not made technologically compatible with another network merely by “unlocking” it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
Verizon Wireless regrets any inconvenience the above matter may have caused Ms. [redacted], and appreciates the opportunity given to resolve these account concerns. Should Ms. [redacted] have any questions, please call me directly at (800) 435-6622 extension 2141304 between 9:00am and 6:00pm EST, Monday through Friday.
Sincerely,
[redacted]
Executive Relations