Verizon Wireless

May 5, 2016



Attention: [redacted]
Revdex.com of New Jersey
[redacted]
[redacted]

Re: Case No. 11235012 / Account No. [redacted]

Dear Ms. [redacted]:

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] states he made small payments toward his account due to a financial hardship. He further explains he received a collection letter for a balance of $88.29. Mr. [redacted] requests to have his account balance expunged and removed from any collection treatment. Verizon Wireless appreciates the opportunity to address Mr. [redacted] concerns.

Account records show Mr. [redacted] had a Verizon Wireless Jetpack which was effectively disconnected on October 8, 2015. A final billing statement with was sent to Mr. [redacted] with a remaining balance of $316.58. The remaining balance included as past due amount of $128.29 with a current balance of $188.29 due by October 3, 2015. On September 9, 2015, a payment of $128.29 was made which brought the balance to $188.29. Since the final billing statement two payments of $50.00 were made on November 13, 2015 and December 10, 2015. The payments made on the account brought the customers account balance to $88.29. Due to the account not being paid in full, the account was written off with a balance of $88.29 on January 18, 2015. Mr. [redacted] may contact [redacted], Burges and Wolf at [redacted] to settle the remaining balance of the account.

I spoke with Ms. [redacted] to address the concerns and provide my findings. I advised the original balance was due on October 3, 2015 and due to the balance not being paid the account was written off for non-payment on January 18, 2016. I explained we do not have record of her contacting us to make payment arrangements for the balance. I advised that she would need to settle the balance with [redacted], Burgess and Wolff who currently own the debt. At this time no further action is required by Verizon Wireless.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at [redacted] extension [redacted] 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 ([redacted].

Sincerely,
[redacted]

[redacted]
Executive Relations

I have a Verizon Customer for over 15 years. Over the last 5 years, the customer service has gone down hill. I recently ran into a problem with them when I added a Global Plan to my account. I needed something that would allow me to speak with my kids, FaceTime and send texts while out of the country. I was recommended the Global Plan by a Verizon representative. I added the plan, but I ended up using FaceTime through our resorts wireless for 95% of my communication. The day I arrived back to the US I was surprised by a $226.00 roaming fee. It turns out the Global Plan was only for data, never minutes, so the Verizon rep who setup my new plan, gave me the wrong information. I spent 3 very long months trying to get this taken care of. Each call duration lasted 1-3 hours talking to multiple representatives who did nothing for me. After each call I was promised everything was taken care of, and it never was. Finally after spending another 3 hours during my workday dealing with this, I got a supervisor to reverse the charges. I would not recommend this company! They do not care about their customers, the representatives are clueless and they have the worst setup with customer service. Had I not taken my time to get this resolved, it would still be going on. The supervisor reversed the roaming fees and acted like they did me a favor. Those fees were there becasue a sales person didn't do their job. Let's add up all the hours I spent talking to different people, review the pages of notes I took from every conversation becasue nobody at Verizon did there job, or add -up the # of work hours I missed trying to deal with this....then apply that to a new phone...If you want to keep your customers happy, do a better job at training and customer serivce....People please take my advice and move to [redacted]

April 01, 2016

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Ms. [redacted] Revdex.com [redacted]
[redacted]

RE:     Complainant: [redacted]           Case Number:

Dear Ms. [redacted]: This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless. [redacted] submitted a complaint to the Revdex.com in regards to her Verizon Hum device and towing/winching services.  She stated that her truck "was stuck in mud /snow scenario on a gravel road" and the roadside assistance provided by her Hum device refused her assistance.

Upon receipt of this complaint, I completed a review of account number [redacted]-1. Ms. [redacted] advised me that she didn't have much time to go over all of the disclosures when purchasing the device.  Ms. [redacted] mentioned that she travels on gravel road majority of the time and The Hum service offers more than roadside assistance. She requested that we allow her to end her service without an Early Termination Fee (ETF) because she feels that it negates the Terms and Conditions. 

Our disclosure for our Hum service states that roadside assistance coverage does cover snow and mud winching but not on roads that aren't well traveled; such as vacant lots, beaches, open fields or other places that would be hazardous for service vehicles to reach. This information can be found online at www.hum.com/roadside-assistance.aspx. To assist Ms. [redacted] with her concerns, I offered to cancel the line and adjust half of the ETF since she says that she travels on gravel road majority of the time.  She declined the offer and stated that the only resolution available to is to cancel the line without any fees.  Verizon Wireless is holding up our end of the agreement and we're offering assistance to show that we value Ms. [redacted] but cancelling the line and removing the entire charge isn't available. No credits were applied and the line was not canceled. Ms. [redacted] was not satisfied with the offer.
Verizon Wireless appreciates the opportunity to respond to concerns. 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

The Executive Office spoketo Ms. [redacted] on March 20, 2015.  While I understand and deeply regret how upsetting the issue has been, I respectfully declined Ms. [redacted]’s request to cancel her service without penalty and takeher phone to a different carrier, or to enable her to...

return the phone several months after it was purchased.  As an effort to reach a resolution for a valued customer, I offered to apply a lumpsum credit equivalent to six months of Ms. [redacted]’s service with VerizonWireless.  I also offered to cancel the remaining contract on the tablet line on Ms. [redacted]’s account, since shereplaced the original tablet with one that she purchased from Apple.  Ms. [redacted] accepted my offer, and considers her complaint settled.   Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for anyinconvenience this matter may have caused. If you have any further questions or concerns, you may contact ExecutiveRelations directly toll free at ###-###-####, Monday through Friday betweenthe hours of 8:00 AM and 7:00 PM ET. Sincerely, [redacted] Executive Relations

I spoke with Ms. [redacted] regarding her concerns.  After a review of the account, Ms. [redacted] has been on the More Everything plan since August 2013.  A confirmation letter was sent.  I've sent a duplicate copy of the confirmation letter.  There are no credits...

warranted.Verizon Wireless appreciates the opportunity to respond to Ms. [redacted]'s concerns.  If there are any further questions, Ms. [redacted] may contact me directly at ###-###-####.  My office hours are 7:00am - 3:30pm EST Monday through Friday.

Hi [redacted],
I spoke with Mrs. [redacted] I believe on 1/7 at which point she shared her experience of the service visit on 9/17/14, RO#[redacted]. The vehicle came in with a check engine light. She had just purchased this vehicle a...

couple of months before. The vehicle had a 60 day 50/50 linited warranty that came with the vehicle, but I believe it had just expired. The vehicle faults were checked and there was a low fuel fault stored. In the original technician recommendations this was noted :55583 possible sending unit issue 1.00 found misfire faults- all cylinders along with empty tank fault. Poss. loss of fuel, or sending unit issue. The estimate was $1273.08. At this point she was not happy with the fact that there would be a repair needed just after purchasing the vehicle. At this point the service advisor escalated this to the Used Car managers. They came back with an offer to split the cost, and her portion would be $636.54. This is where the customer recounting of the events differs from the service advisor's. She states the original estimate was $2400, which I have nothing that indicates that on file, and that her half was the $1200, and it was after the fact that the service advisor had offered $636.54. My service advisor had written the $636.54 on the repair order to document the split. Afet furhter discussions, the Used Car manager called back and offered to reduce her part to $400.00 which she declined as well.Her stance was she was lied to. After looking into the matter, and the fact the fault was cleared and did not return, that the fault was either a 1 time fault or she ran the fuel too low. I believe that at the point she became aggrevated, any furhter testing or diagnosis stopped.
I met with Ms. [redacted] and listened to her concerns, accussations she was lied to. I offered to investigate and that I would get back to her later that day. After our initial meeting I had several email exchanges letting her know what I had found, and that what I saw was a possible misunderstanding of numbers,  given the multiple people that had contacted her. She still felt she was intentionally lied to. What I find intersting was that the vehicle was seen one more time after that without any concerns or issues.
During her visit she was not charged for the initial diagnosis, or any repairs. Please let me know if there is anything else that I can provide.
 
Sincerely,
[redacted]
Service Manager
BMW of El Cajon

Good Morning,
 
Thank you for referring this issue to our office. We have made contact with the customer and provided her with a resolution. There is no further action required.
 
Verizon Wireless appreciates the opportunity to address...

concerns.Sincerely,
Executive Relations

Verizon is completely false in their claim of best coverage, if they have the best 4G coverage, what cost would it Be to provide consistent 3G coverage?

The customer responded to an email sent to him by Executive Relations.  The customer stated that this issue has been resolved and his account has been credited the charges requested.

[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]

April 8, 2015
 I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] he canceled his new Verizon Wireless account within the Customer Guarantee period and received a bill charging him...

for the phones he returned. He is requesting the charges be credited. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.
I spoke with Mr. [redacted] to address his concerns. The credits were applied to the account prior to our conversation. I confirmed his account has a zero balance which will reflect on his next billing statement. Mr. [redacted] found satisfaction and had no additional questions or concerns.
Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m. (PDT), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.
Sincerely,
[redacted] S.
[redacted] S.
Executive Relations

I have reviewed Ms. [redacted]'s concern regarding a finalbill with Verizon Wireless for $220.48. She states she left Verizon due to poorcoverage at the address she moved to. She disconnected her services and twoearly termination fees were billed. Ms. [redacted] stated that...

customerservice told her that she'd paid for her early termination fees when in factshe hadn't. No offer of a network ticket to confirm the poor service in herarea was ever suggested or offered. I agreed to waive the remaining balance of$220.48 related to the early termination fees for Ms. [redacted]. She washappy with this resolution.Verizon Wireless appreciates the opportunityaddress your concerns and apologizes for any inconvenience this matter may havecaused.

[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]

Thank you for allowing Verizon Wireless the opportunity to respond to Ms. [redacted]’scomplaint. In the complaint, Ms. [redacted] disputes her data usage dating back to May,2013. Sherequests a refund of $210 to her Verizon Wireless account for data overages that were...

accrued.Verizon Wireless regrets any dissatisfaction this matter may have caused.In an effort to provide a satisfactory resolution, I offered to credit her Verizon Wireless accountfor $100. Ms. [redacted] accepted the offer and 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. and6:00 p.m. (PST), Monday through Friday. For other account related issues, please contactCustomer Service at ###-###-####.

We have been Verizon wireless customers for 10-15 years. My daughter and I upgraded smart phones and changed our plan March 1st (all at a [redacted] kiosk). In addition to (2) smart phones, there are (3) basic phones (not often used) on our More Everything Plan. The [redacted] representative was extremely helpful and knowledgeable, and explained how the cost of the More Everything plan using Verizon Edge would work out the same as the family plan we had previously. He quoted $70 for 6 GBs, $20/month for each basic phone, and $40/month for each smart phone. These prices were also on a 1-page flyer, a Verizon brochure and on the Verizon website.
My monthly bill is on autopay. I have been extremely busy these last two months, and although I noted my Verizon bills were definitely higher than with the previous plan, I did not have the opportunity to look at the details. When I did, I saw that instead of being charged $20/month for each basic phone, I had been charged $30/month for 2 complete billing cycles plus 18 days of the first cycle.
Since we have always enjoyed good customer service in the past, I fully expected Verizon to fix this overcharge without a problem. First, I started a chat session that lasted 20 minutes and ended unsatisfactorily. The representative said I was being billed correctly: the $10 difference was a ‘discount’ and Verizon does not automatically add discounts to their customers’ accounts without permission. (WHAT??) I said I was quoted $20, nowhere does it suggest $20 is a ‘discounted‘ price, and I am owed a credit of approx $79.26 The rep said he could offer a courtesy credit of $30 for the last billing cycle, but that’s the maximum that can be applied to the account. After a while of repetition, the chat was terminated.
Today I called and, over the course of 53 minutes (including 16 minutes of hold time) the same information was confirmed. The last person I spoke to was a supervisor, and he finally offered a 2nd $30 credit, but cannot go back beyond 2 billing cycles. I am still owed $19.26 for the first 18 days on the plan. The supervisor suggested I go after [redacted], because [redacted]’s Verizon representative must have ‘neglected’ to enter the ‘discount’ information.
I believe this is an example of deceptive billing, but apparently I am pretty lucky compared to other reviews. Since I have spent hours of my time on this problem - with a low payback/hour - I will probably not attempt more contact. I will take a bit more time and file this review, however, as well as sharing my comments regarding 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.
Regards,
Elisabeth R[redacted]

Hi my name is Roger W[redacted] I like to file a complaint with Verizon also because I over paid them for two to three months the amount was bettwen 2000-3000 dollars that they over charge me for my email is [redacted]@yahoo.com phone ###-###-#### thanks.

[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:The new rebate tracking...

of[redacted]with the balance of $792.00 was delivered today and I have successfully used and applied rebate funds to my Verizon Account.  Mark B from Verizon was really helpful and addressed properly my issue and I really appreciate Revdex.com and Mark B of all your help.
Regards,
Cristhiam G[redacted]

I was a Verizon customer for 13 years and 12 of those years I had no problem with them. However, over the last year I have had some serious problems with Verizon that have led me to breaking ties with them. I bought a house in Layton, Utah and according to Verizon's coverage map on their website my house had excellent cellular coverage. The reality was calls got dropped all the time and the call reception was poor. Verizon gave me two options to fix the issue. Either have a tech come to my home to test for signal issues at the cost of $130.00 and if it was determined I had sub par coverage I could get out of my contract early at no addition cost (the fee is a little over 1/2 of the cost of an early termination fee) or the second option was I could purchase a signal amplifier from them for $200.00 which would in essence enable wifi calling in my house.
My issue was is that the connectivity issue was not my problem and Verizon's website clearly states that my neighborhood has great coverage. Verizon treated me like it was 100% my problem and not their networks problem. In fact, when I told customer service that the options to fix my connection issue were too expensive they recommended I get a land line at my house. In my opinion a land line defeats the purpose of having a cell phone which I thought was absurd. In addition, I make most of my calls in my home and I should not have to buy a land line for my house and use my cell phone everywhere else.
Next Apple released the iPhone 6s which has wifi calling built into the phone. I was eligible for an upgrade from Verizon and figured this would fix my problem. When I go to a store to look at phones for my upgrade Verizon let me know that the wifi calling feature is not available on the iPhone 6s models sold through them (but it is available through AT & T, T-Mobile, and Sprint) and they once again tried to sell me a $200 signal amplifier. I just felt like Verizon was being unfair with me because the signal amplifier was the only fix they would offer me and it was expensive and I just got frustrated because Verizon refused to meet me half way on my coverage issue.
My contract ended with Verizon in mid November 2015 and I went to AT & T to change cellular service and obtain an Apple iPhone 6s with wifi calling capability on the phone. It took AT & T two hours to port my phone and they made the process of porting the phone with a new provider extremely difficult (I appreciate the patience with the sales rep I worked with at AT & T in getting my phone set up). I felt like Verizon treated my moving to AT & T like I was going through divorce proceedings with them. This was ridiculous especially because my contract was up with Verizon and I no longer had an obligation to them. Needless to say the iPhone 6s with wifi calling through AT & T completely fixed my coverage problem with very little effort.
The main reason I am filing this complaint is that Verizon provided me with great service when it was convenient for them for 12 years but during the last year when I was having coverage problems and I was trying to work with them for several months to resolve my coverage issue they just did not have any viable and affordable options to help me get the cellular service I was under contract to pay for and I feel strongly that the reason why Verizon Apple 6s's do not have wifi calling capability is because the signal amplifier makes them more substantial money and they are not giving the customer a fair option when better technology exists.

I've been a verizon wireless customer for over 10 years and after much thought I decided to switch providers. I called them today to deactivate my phone number since I decided to have it ported to another provided (and per the other provided the port was done) and I have to major issues with the way I was treated. 1) They asked if anyone else I knew wanted to take over my plan. This is after making it clear that I was planning on moving my number elsewhere. They stated that someone can take over my plan and keep my unlimited data. I immediately thought of someone, but then the representative said they have to have my phone number. If the entire basis of our conversation is that I want to move my phone number else where why do you try to sell me a product and then tell me they have to have my phone number. 2) I suspended/deactivated my account and was told that since it wasn't the end of my billing cycle I would have to pay until the end of my cycle dispite not being able to use my phone starting today. Why am I paying for additional days in which I can't use?!?! She said that every provider does this, and they can only pro-rate it due to death. My fiance changed from [redacted] to [redacted] a few weeks ago and his account was prorated, so therefore your information is inaccurate. Verizon = price gouging, rude service, unfair practices, and inaccurate information. Sad to say this after 10 years of service.