Verizon Wireless

On April 30, Ms. [redacted] was contacted. As a courtesy, I waived the $5 late fee. She was satisfied with the resolution and considered the matter resolved.
New Roman"> Verizon Wireless appreciates the opportunity to address your matter.  For any additional questions, you may contact me directly at ###-###-#### Ext. 2143740 Monday through Friday between 7:30 a.m.–3:00p.m.EST.
Sincerely,
[redacted]
Verizon Wireless Executive Relations

I recently changed from a landline to Verizon Wireless homephone. I was most pleasantly surprised at how much the customer service had improved since I last dealt with the company. When I ordered the phone, I also asked about the wireless Internet plan as I am having great difficulty with the company that provides our HOA with ethernet service repairing my line. He first asked me what I mainly used the Internet for. I said streaming and he explained to me why wireless Internet was not a good way to go if that was your main use and that Verizon did not have a good match for me. He did notattempt to sell me a plan that did not fit my needs. The unit arrived I
in a matter of days and I forgot to push the star button before dialing the number to activate it. I had to call tech support and was helped by a happy, friendly man. I hung up and the phone was working but had to call an account representative to see how the porting worked. She, too, was happy and friendly and helpful. I felt I was important to them. And I am very happy with the terms of my service contract and the price.

Verizon Wireless agents said bill on main cell decreasing by $ 20.00 and 2nd cell phone to $ 10.00. When it did not happen it was because that "promotion was grandfathered " and no longer available. Verizon representatives just lie and do not follow through on confirmations that you were given because they were " grandfathered" . What a bunch of bull .

So disappointed. After many years as a customer, I canceled my service with Verizon Wireless on 6/23/2015 for the use of a Verizon Jetpack®. I wasn’t using it any more.
The relationship ended on good terms, until I was invoiced for the next month, July. (My account CLOSED in June.) I contacted the company regarding the bill and was advised that they would fix my account. It was automated invoicing and the bill went out right before I closed the account. I was told my account balance is ZERO.
Today I received a threatening call that I would be turned over to collections if I did not pay the July bill. I am writing here to let everyone know what to expect should they ever need to close your account.
In today’s competitive market, I am surprised that a company would not be concerned about their reputation and customer service.

Came in to buy a iPhone 7 plus case and screen protector. Sales rep brought me a 6 plus screen protector and said that the warranty covered my screen if cracked. I verified 3 times that it covered my screen and he said yes. When I went to register the product I realized that it only covered the screen protector. I contacted him and he said it must have been a misunderstanding but they would refund. When I came in to get a refund I had to wait again to be taken care of and the manager said it must have been a misunderstanding even though I told him that I verified that it covered the screen three times. I feel like I am at Wells Fargo. Horrible service and fraudulent sales reps. Manager was Eddieand sales rep was Francis.

[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,
Chase F[redacted]

Review: On August 30, 2013 I purchased a new portable device called a "jet pack" to access the internet. On September 9. 2013, the off/ on switch came off the device. I returned the device to Verizon wireless and the manager of the store, [redacted], tried to "fix" the switch. One of the little plastic prongs that hold it on the switch post was broken. He tried glue several times and that did not work. He removed the switch from a demo that he had in the store and broke that one trying to get the demo switch onto my device. Yesterday he called Verizon and determined the device was still under warranty but their servers we down in that office and nothing else could be done. I returned today to the [redacted] store and [redacted], who has been most helpful, proceeded to access the warranty department again. After discussion with them he put me on the phone with "[redacted]" who proceeded to call the manufacturer to see if they had had defect issues with this product. [redacted] returned to me and said they responded that they had not and that I had an option of returning the device to the manufacturer and they would determine if I would pay $99.00 for a replacement or pay Verizon to have another unit. The position of the switch on the side is not a correct design choice as it is possible to be impacted and in normal use will take a lot of wear and tear. My device is not abused in any way..just like new and works fine but has no switch..I have to poke something in it to cut it off and on. This new unit is a piece of junk. There was another person in the store that had the same issue with this particular device and she said that with your help the issue was resolved. Please help!! I expect better service/ product from Verizon and I expect better treatment from them. I have been a customer of theirs for a long time. ([redacted] was located in [redacted], New York)Desired Settlement: I want a new device or correctly put a satisfactory switch on this one. This is a defective piece of equipment with a poor design.

Business

Response:

The Executive Office has had the opportunity to speak with our customer in regard to her concern that a piece of her device came off. Our customer advised she received a new device from the indirect agent she purchased her equipment from and is satisfied.

Review: I have been a Verizon Customer for over 40 years with land line a wireless service. I decided to switch my wireless carrier to Boost Mobile which is cheaper. I switched my service and phone number on July 31st 2014 at our local radio shack.. Today I received a paper bill from Verizon and they are Billed me another whole month of service, so I called Verizon to dispute charges. Well I was told that because I Ported my number 3 days after the billing cycle on July 31st I must pay for another whole month of service. Verizon wants another 51.71 for service I,m not using or have. This is how you treat your dedicated customers.Desired Settlement: Correct my bill for these charges. I have no problem paying for the 3 days of service I did use on the billing cycle.

Business

Response:

This letter is to serve as our formal

response to the recent complaint by Ms. [redacted], which was submitted to our office on August 19,

2014. In the correspondence, Ms. [redacted] expressed concern regarding

her final billing invoice, dated July 25, 2014. Ms. [redacted] states that she ported

her number three days after her billing cycle started, on July 31, 2014. Ms. [redacted] states that she should

not have to pay for a full month of service that she did not use. Ms. [redacted] is requesting that

Verizon Wireless reverse the charges on her bill. Please accept this letter as

resolution to your concerns.

Upon receipt of your correspondence, we

conducted a thorough review of Ms. [redacted]’s account. Ms. [redacted] has been a Verizon Wireless customer since 1995.

Although it is stated in the Verizon Wireless Terms and Conditions, that upon

disconnect, you will be billed through the end of your bill cycle, Verizon

Wireless has made an exception and waived the final balance on the account for

$56.71. As of August 27, 2014, Ms. [redacted]’s account reflects a zero balance.

Should Ms. [redacted] have any further questions

or concerns regarding this correspondence, she may contact ###-###-####

Monday through Friday between the hours of 7:30AM and 3:00 PM EST.

Consumer

Response:

[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.]

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,

Review: you get theyhave had no customer service since we made a new contract in 2014. WE have been a longtime customer of Verizion. Everytime they offer you a different plan they give you a hidden surcharge that they do not tell you about until the bill arrives I have two emails and one letter from Verizon of up grade because of lack of service.If they try to fix it they charge you another surcharge. Verizon sold my wife a tablet for 10.00$ and was supposed to charge 10.00$ a month for the plan yet they started charging 30.00$ a month and we cannot afford that price and they refuse to honor the contract. Thank you [redacted] P. [redacted]Desired Settlement: Help us with getting Verizon to settle this dispute without anymore surcharges and please guide us in what litigation we may have in solving this most distressing problem

Business

Response:

TheExecutive Office spoke with Mr. [redacted] on March 26, 2015, and apologizes for any inconvenience thismatter may have caused. Mr. [redacted] wasadvised of the details of his calling plan and the monthly access charge. An email was sent to Mr. [redacted] outliningthe monthly cost of the calling and the contract end date for each of the lineson the account. The customer expressed satisfaction with the resolution. Verizon Wireless appreciates theopportunity to respond to all concerns. If there are any questionsregarding this matter, [redacted] may contact me toll free at [redacted] extension 2143776, between the hours of 9:00am and 6:00pmEST, Monday through Friday.Sincerely [redacted]Verizon WirelessExecutive Relations

Consumer

Response:

[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.]

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,

Review: I just purchased my IPHONE 6 from Verizon. Not even an inch from the ground, the screen shattered. I called Verizon and they transferred me to Ausurion Insurance. A rep. from the insurance company asked if my phone was malfunctioning and I advised her that yes it was. She told me to call Verizon back and they would replace the phone for free due to the phone malfunctioning. So after a bunch of back and forthness, I ask to speak to a supervisor at Verizon, because Verizon stated that wasn't true. I spoke to a [redacted] from New Mexico. Thats who I was transferred too. He told me that for the inconvenience, he would credit me back the full amount that I would have to pay as a deductible, which was $149, or at least half of it. He told me to contact him back once I file the claim. I did so, and has called Verizon at least 10 times. I was pretty much called a liar by two reps. because [redacted] did not document what he was gonna do for me. I was giving expecatations that three people were gonna call me by Sat (3/15)and still nothing. I have tried contacting [redacted] by phone and email, still nothing. I spoke to a Lora on the phone today, who absolutely didn't want to do much. I keep asking Supervisor after Supervisor to play the call so that they see that particular expectation was given to me, but they refuse! They were actually willing to loose a customer and didn't care. I need a resolution.Desired Settlement: I would like to have either half of the $149 or the entire amount credited to my Verizon account as I was promised by Supervisor [redacted] from the Verizon Center in New Mexico. I was transferred to him, when I asked to speak with a supervisor.

Business

Response:

Ms. [redacted] cracked the screen on her iphone 6 and got a replacementdevice from Asurion, which is a third-partylicensed insurance agency, provides insurance coverage for wireless devices andcertain standard accessories as an optional service for VerizonWireless customers. Ms. [redacted] stated that a supervisor agreedto waive the deductible because of conflicting information about equipment warrantyexchange and/or insurance replacement. I thoroughly reviewed the accountrecords, which shows offered adjustments but denied based on the justificationfor credit. In an effort to resolve in a satisfactory manner and based on Ms.[redacted]’s statement, I made the business decision to issue a one-timecourtesy credit of $149.00 toward her account. I informed that this adjustmentwill reflect on her April 2015 bill and can be verified by dialing #BAL (#225)from her handset. Ms. [redacted] is satisfied with the resolution provided. VerizonWireless appreciates the opportunity address your concerns and apologizes forany inconvenience this matter may have caused. If you have any furtherquestions or concerns, you may contact me directly toll free at ###-###-####ext 2143755 Monday through Friday between the hours of 8:00 AM and 5:00PM ET.Sincerely, [redacted] Verizon Wireless

Consumer

Response:

[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.]

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,

Review: I was on a plan where I got half off both of my phone lines and service. I was about to go over my data usage so I increased the data. Verizon has two plans and I was confused of the difference and just chose one not thinking it was going to effect my plan in a negative way. 2 months later I get a bill and it's double what it should be. I spoke to a supervisor and they were going to look into the issue and fix it so it's back to the half off. About a month later, the problem was never fixed. Spoke to another supervisor and they said that since I changed my data plan it canceled out my half off but she was suppose to fix the issue. A month later, same issue. My bill was never fixed. I spoke with several other supervisors all claiming to fix the issue with my bill and they never did. I spoke with one last supervisor and they said that I was no longer eligible for the half off plan because it was after 30 days. I explained that I spoke to several supervisors and I didn't receive this bill that was doubled what I should pay until after the30 days so it's not my fault. So basically after months of speaking with numerous supervisors claiming they were all going to fix my bill, they lied and basically made it so they could cancel my half off plan to benefit them. The only thing they did was credit my account $80. My half off plan was suppose to be good for a year and they did not do that.Desired Settlement: Credit to my account for the months I did ml it have the half off and half off indefinitely or I'm going to another carrier.

Business

Response:

We received a Revdex.com complaint from the customer disputing him losing his promotion for 50% off line level access charges due to plan changes. I contacted Ms. [redacted] and left message confirming my call. I received a return phone call from Ms. [redacted] regarding her concerns and she advised she was not informed that she would lose her 50% off line level access promotion with the plan change. The promotion for 50% off the line level access was valid for one year and was removed in September was not reflected on the October, November and December invoices and would have been valid up until January. To resolve her concerns, I issued a credit of $160.00 to the account to reflect her promotion for the four months it was missing the discount. Ms. [redacted] was satisfied with this resolution and did not have any additional questions.Should the Revdex.com or Mr. [redacted] have any additional questions or concerns; please contact me at ###-###-#### 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 ###-###-####.

Review: I started a new 2 year contract at the beginning of 2014 with another smart phone line and a tablet. In May, this smart phone was stolen. My husband reported the smart phone stolen the next day to the Verizon customer service number and he asked them to lower the phone service to the lowest amount that they possibly could as we would not be using the phone, but wanted to the contract to continue. He was told that we would be paying a total of $20 ($10 for the insurance and $10 for the line to keep the contract going). Since I did not know that he already did this, I called Verizons customer service on my day off to report the phone stolen and the customer service agent told me that someone had already done this. I was surprised, but then continued to ask about the cost of the phone and if we could get the bill lowered until we could get a new smartphone. The representative told me that this was all done on a previous call and it was all taken care of. The following week, I went to the [redacted] Verizon store to find out how I could get a new phone. He explained to me that I needed to contact [redacted] and gave me the contact information and they would be replacing the phone. Long story short, the person who the phone was stolen from did not have $100 to replace the phone immediately. She gave it to me in October.In October, I looked at my bill and notices that we were paying more for a phone that I reported stolen (and asked to lower my bill way back in May), than I was paying for the 2 phones that we are actively using. I called customer service immediately and inquired about the discrepancy. This representative told me that she would lower my bill to the $20/month ($10 for the insurance and $10 to keep the line open). She then asked me to stay on hold and she would find out whether they could do anything to compensate me for what the earlier customer service reps in May did not do. She came back on the phone and explained that she could not do anything for the last 5 months, but it would be fixed on my next bill. She stated that if I would have caught it the first month, they could compensate me, but not 5 months later.I made a claim to [redacted] the same day, which proceeds to tell me that since I did not report it stolen until 6 months, they will not replace my phone. Now I have no phone and continue to pay the smart phone amount each month.In November, the next bill comes and the promises that were made were not reflected and I was still being billed the same amount ($50). I called again; I spoke with another customer service representative. She stated that she could not do the $20, but she could do a plan that was $15/month, but would only allow me to have 30 minutes of talk time (emergency purposes only), but it would continue my contract. I reiterate that my phone is STOLEN, I no longer have it and we would not be using it so the 30 minutes would be fine. I also asked her to remove the [redacted] insurance at this time, because I no longer have the phone and they are not going to replace it for the reason stated above. I ask how much it would cost me to terminate my whole entire account with this company, she responds with $705. Decembers bill comes. No changes were made. I call on December 14 at 1730 and speak with a representative that continuously states that she is going to help me. By the end of the conversation, she states that she cannot help me unless I do something. She stated that the account would not recognize that I did not have a smart phone if she put in a non-smart phone ID number. She asks whether or not I have any old phones in the house that did not work. I tell her no. Her response, you can go to a gas station and spend $5 on a phone and call us back and we can use that ID number to lower the payment. Again, I repeat that no one here is going to help me and I hang up on her in complete frustration. This is a whole new reason that no one in this company has told me until this representative. I ask on Facebook if anyone has an old phone that they were not using that I could use for a phone ID. My co-worker brought me one to work. I called again on December 17 at 2040 and spoke with [redacted]. She registers the phone ID number that I gave her and she tells me that she cannot activate it because it is not a Verizon phone. The previous representative said any phone. [redacted] now tells me that she can get my bill down to $20/month without the new ID number. She also stated that she saw back in a previous not where I was offered the $15/month plan for 30 minutes, but I did not qualify for that. I asked her if she would compensate me for the current bill what I was promised on my last conversation in November. She states no, you will have to pay this bill and it will be on your next bill. I ask for a manger and she tells me that I could waiting a very long time, I explained to her that I would rather spend a long time on one conversation, then wait another month to play this same song and dance the next month all over again. I am in tears by this time, frustrated and very angry that no one wants to resolve my issue.[redacted] comes on the line and he asks me to go over what has happened. I repeat this same story that I am writing you today. I am beyond frustrated with your company and it is showing in this conversation with [redacted]. [redacted] reviews all the notes and states that the only thing that he can do for is credit my account for the $10 insurance that was not removed on the prior month. He then states that he cannot corroborate my story about the reduction in price I was quoted. I explained that [redacted] just told me that she saw the $15/month comment in another note. He asked me to give him a minute to read through the notes. He apologizes for taking so long to read them, but he wanted to make sure that he had all the facts. I tell him to take his time; I wanted him to understand why my frustrations had led me to this moment, this phoneDesired Settlement: I would like to be refunded some or all of the money that would have resulted in all of these discussions that I was promised things, but they were never followed through. And the answers to the questions at the bottom of my complaint.

Business

Response:

January 6, 2015 This is in response to the above-referenced complaint received by Verizon Wireless (VZW) on December 19, 2014 from the Revdex.com. In her complaint, Ms. [redacted] stated that when the device on MDN ending in [redacted] was lost, she and her husband were told that the plan on the line would be reduced to $20 per month. The plan was never changed. She requests a $65 adjustment. Verizon Wireless apologizes for any inconvenience caused by the matter. In the interest of customer satisfaction, a credit of $65 was applied to the account. Verizon Wireless appreciates the opportunity to respond to Ms. [redacted]’s concerns. If she has any questions, I can be reached at ###-###-####, Monday through Friday between 7:30 a.m.–3:30p.m.EST. Sincerely, [redacted] Verizon Wireless Executive Relations Coordinator

Consumer

Response:

[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.]

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,

Review: I have gotten 3 refurbished samsung galaxy S4 all from different issues. The one I hae now is the 3rd one and I have many issues with it. I'm a college student so someone slammed their text book on y cell and made a crack on the corner of my screen. barely visible as I have no issues seeing the screens. Anyway I was having issues with the phone itself. I would be checking emails then go to another apps and then suddenly the phone shuts off. Can not be put back on until I place in charger (mind you it's was already fully charged). I called tech support and he helped me and it worked after we hung up then it started again shutting off and not turning on. So I decided to go to the store. The store says my phone is in fact damaged and that since I had no warranty I can't get another phone or even a refurbished since it had a crack on the one corner screen. I explained that I'm hearing impaired and have no other phones and use cellphones as my primary text messages as I can't barely hear on the phone. They offered me a new phone Samsung galaxy S4 new if I signed for another 2 yr contract, I explained my upgrade is in June 2015 why would I want the same phone for the next 2 yrs. I wanted to change phones ones my upgrade was ready, I also asked that wasn't I able to get an early upgrade she said no. This terrible,I've had to go through 3 phones and now I'm stuck with a phone that shuts off and only way to use it is to have it pluged into a charger I can not walk around like that. So please helpDesired Settlement: Either replace it or allow me to have an early upgrade for different phones

Business

Response:

This letter is to serve as our formal response to the recent complaint filed by [redacted]. In the correspondence, Ms. [redacted] states she has had her device replaced three separate times; all for different issues. Ms. [redacted] states her device was accidentally damaged; unfortunately she was advised her device could not be replaced under warranty due to the cracked screen. Ms. [redacted] states she attempted to seek assistance from the store regarding her device issues and has not reached resolution. Ms. [redacted] is requesting she be allowed to upgrade her device early so she can purchase a different make/model. Upon receipt of your correspondence, we conducted a thorough review of Ms. [redacted]’s account. Our records indicate on June 3, 2013 Ms. [redacted] spoke with Executive Relations and was allowed an early upgrade; she purchased a new Samsung Galaxy S4. On June 3, 2014 and October 3rd the device was replaced under the one year manufacturer’s warranty. Ms. [redacted] currently has an extended warranty plan on her device so she can replace the device due to internal or system malfunctions for the life of the device. Ms. [redacted]’s device was found to have physical damage which voids the warranty. Executive Relations contacted [redacted] to discuss this matter. As a goodwill gesture we will allow Ms. [redacted] an early upgrade; set effective immediately as well as waive the $30 upgrade fee. Verizon Wireless considers this matter resolved. Verizon Wireless would like to apologize for any inconvenience this has caused. Should Ms. [redacted] have any additional questions surrounding this correspondence, please do not hesitate to call ###-###-#### Monday through Friday; between the hours of 8:30am-5:30pm EST. Thank you for contacting Verizon Wireless.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Thank you for your help and making things go smoothly.

Regards,

Review: I HAVE PREPAID SERVICE FROM VERIZON WIRELESS. WHEN I TRIED TO CALL TELESALES IT WENT TO PREPAID CUSTOMER SERVICE. ALSO WHEN I TRIED CALLING CONTRACT CUSTOMER SERVICE IS WONT LET ME KNOW. I CAN ONLY CALL PREPAID CUSTOMER SERVICE. when you have prepaid from verizon wireless the only number you can call from your prepaid phone is prepaid customer service. that really sucks. please get back to me. thanks [redacted]Desired Settlement: I WANT A GIFT CARD FROM VERIZON WIRELESS FOR NOT LETTING ME DIAL OTHER VERIZON WIRELESS NUMBERS FROM MY PREPAID PHONE.

Consumer

Response:

[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.]

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

Regards,

Review: I have had a contract with Verizon Wireless since late 2003, and I am not sure of the exact date of the start of my relationship with this company. I purchased an iPhone 5S device from Verizon Wireless on 9/3/2014. It was shipped to my residence. I decided to return the device within the allotted 14 day return window during which I could receive a refund according to the company. I called the company to find out where I could return the device. The woman I spoke with at the time said a document was being sent to me via my account that was a shipping label. No shipping label could be found in the "documents" section of my account page on verizonwireless.com, so I shipped the device to the address on my receipt on 9/10/2014. After not receiving a refund after several days, I tracked the package (via [redacted]) to determine whether it arrived at its destination and it had. I called Verizon customer service to determine when I would get my refund. Thus began the worst experience with customer service I have ever had. I made approximately 10 calls to the company, spent countless minutes on hold, had about 7 or 8 conversations during which no answers to my questions were given, was told I would be called back multiple times and was not. Today, I finally spoke with two people with the company who determined that, though the device was received by the location to which I sent it and then subsequently LOST by whichever Verizon Wireless employee received the device, the company will not refund my money. I feel that because a Verizon employee misplaced, stole, or lost the device, I should be refunded for the device. The company is entirely at fault for the loss of the device.Desired Settlement: I would like a refund for the device which a Verizon Wireless employee misplaced in the amount of $693.86. I would also like to end my contract with Verizon Wireless with no penalty. I am dismayed and disgusted by the way this situation was handled from beginning to end and no longer wish to have any relationship with Verizon nor pay the company any more of my money.

Business

Response:

October 9, 2014

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] states she purchased a new phone on September 3, 2014, and decided to return it within the 14-day return period. She advises she shipped the equipment back to the address on her receipt on September 10, 2014, because she did not receive a return shipping label as suggested. Ms. [redacted] states after not receiving a refund, she made several calls to Customer Service, in which she received no answers and did not receive call backs as promised. Ms. [redacted] advises she was informed the device was received by a Verizon Wireless location, but she has still received no refund. She requests a refund of $693.86 and to be relieved of her Service Agreements. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.

Account research shows Ms. [redacted] purchased a new device on September 3, 2014, and contacted Customer Service on September 9, 2014, requesting a return shipping label to return her equipment. Please note, all returned equipment should be returned to our equipment returns warehouse, which would be listed on the return shipping label. Failure to do so may result in lost equipment and lack of refund. Our records show the tracking number provided by Ms. [redacted], indicates the package was returned to a Verizon Wireless office in [redacted] however, this office does not accept equipment, which resulted in the return not being accounted for.

I spoke with Ms. [redacted] about her concern and the above findings. Although we have been unable to determine the contents of the package, I offered to credit her account $693.86 for the full refund of the device. I apologized to Ms. [redacted] for her experience, but explained the credit was not issued prior to this complaint, because we were unable to confirm receipt of the equipment in good condition, as the device was not received by our equipment warehouse. I respectfully declined Ms. [redacted]’s request to be relieved of her Service Agreements, but as a gesture of good faith, I issued a $25.00 courtesy credit. I informed Ms. [redacted] the credits will reflect on her October 2014 billing statement. Ms. [redacted] accepted the offers and had no other concerns.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 4:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

Executive Relations

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I wanted a refund for the device I returned, first and foremost, and I am satisfied that the business has provided that. I am also satisfied that it provided a $25.00 compensation for my troubles. I do hope that the customer service process at Verizon is improved as the company representative who called me in relation to this Revdex.com complaint assured me.

Regards,

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.

Review: Below is a time line of SOME events of how we were lied to about multiple things that have cost us much money, time, energy and stress. Not only did the sales rep commit fraud by criminal misrepresentation we had been lied to or ignored by multiple managers at the Verizon [redacted] store and the people at the corporate office.12-13-15 Initial transaction was with [redacted]. We only went into the Verizon [redacted] Store to get me a new phone line (because I am a physician assistant who uses much data and many apps for my job and I wanted a new I-phone 6 as my I-phone 4s started glitching and was full in memory. [redacted] proceeded to tell us there were deals ($150.00 credit per lines transferred. Since my husband did not have a new phone for a while he was interested). We were not going to transfer my daughters tablet line from [redacted] because we knew we would have an early termination fee, but [redacted] reassured us we would also get a $150.00 credit for that line transfer which was another lie. We never saw that credit, which we thought would help off-set the cost of the termination fee we had with [redacted]. He said because we were starting so many lines that we qualified for a new, free tablet. We were aware of the monthly line fee for the tablet which he said was $10.00 per month. (He lied about the tablet being free as we are charged a monthly fee for that.) He also said we qualified for a free hot spot and since we were traveling we thought we could use it. It never came out of the box and when we realized this free item was on our bill every month we talked to corporate who said take it back the to the store. (The Verizon [redacted] store still will not take it back to this day, and we are still being charged a monthly bill on that as well). I ordered an I-phone 6 in black and he said it would be in in one week. He said to take an I-phone 5 while I waited so he can do the line switch over. I thought it would be perfect (well before Christmas time as that was my major gift). One week later I did not hear back. I called and a rep that helped said [redacted] would call back. He never did. [redacted] would not return any of my calls, nor did he ever place the order. (Horrible customer service)12-27-14 I first encountered [redacted] (the Verizon Store Manager in [redacted] at the time) and told her [redacted] had ordered my I-phone in the color black for me. She was pretty rude and said arent you just happy to get the I-phone 6. The only color we got in was gold. I reminded her that I did not order that color. She would not help remedy the situation or look into even if [redacted] had put my order in. Another sales clerk talked me into buying the Otterbox to make it look black (and he showed me pictures. So of course more money out of my pocket went instead of it being handled properly). She was then notified that the tablet was not acting right and I asked if I can return it. She only suggested to call a corporate tech line to get help with the device, and thus I was not able to return the device. My husband and I had NOT YET seen our first bill to see that we were being charged monthly for this free tablet in addition to the line. There is still a sign in Verizon [redacted] claiming it to be free.Between January and March- My husband called the tech guys several times to get help. They would walk us through what to do and nothing has helped. Our tablet that we are having to fees on every month does not work at all.(Mid- March) Another in store visit (with my husband and daughters).We explained our story to a different sales clerk who said that our story is not new and that many people have complained about [redacted] and that he was fired for fraud. We asked to see [redacted] again but he said she was fired as well. He could not help us, we had to e-mail another manager named [redacted] who never responded.I called [redacted] and someone named [redacted]ntercepted the call. He said [redacted] was out of town and he asked what I can help with. I explained what happened to [redacted]. He said time is a factor and I went on to explain of course it is when the [redacted] Verizon Store had gone through 3 managers in the last 5 months (and one of which, [redacted] was let go because of fraud). I told him I went in other times to try and return the devices, but was not helped.[redacted] to this day has not helped us and Mr. [redacted] and Mr. [redacted] will not return phone calls. (ALL corporate people).Called [redacted] and left him a voicemail with the date I first tried to return the device. He reassured me that if I was in the window of time I would get the credit. The date I first talked to [redacted] was 12-27-15 about returning the tablet. I STILL HAVE NOT RECEIVED THE CREDITS. (Another lie from corporate).Desired Settlement: I would want the $175.00 early term fee on MBB (the brand new hot spot to return) and $300.00 for "the force buyout" on tablet as requested by the 3rd Verizon [redacted] manager to Corporate. Total of $475.00 is being requested and I would like the monthly charge on the hotspot and tablet terminated.Thank you!

Business

Response:

The Executive Office spoke with Ms. [redacted] regarding her account concerns. Ms. [redacted] stated she was given false information regarding service that she started December 2014. Ms. [redacted] was requesting to have her jet pack line disconnect and the early termination fee waived and the buyout of her tablet. The Executive Office confirmed with Ms. [redacted] that the tablet buyout was completed and she returned the tablet back to store of purchase. The Executive Office disconnected the jet pack line on demand and waived the $175 early termination fee. Additionally, the Executive Office applied a $150 credit that Ms. [redacted] was due to received when she originally ported over her number. Ms. [redacted] is satisfied with the resolution provided by the Executive Office. Verizon Wireless appreciates that opportunity to respond to all 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 and 4:00 PM ET. Sincerely, [redacted] R. Executive Relations

Consumer

Response:

[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.]

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,

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?

Review: No internet service effective July 15 2014. Contacted technical support 1[redacted]4 7-18-14 7-22, 7-28, 7-30, 8-5, 8-9. [redacted], technician [redacted] attempted to restore service 7-28, 8-2. 8-9. [redacted] consulted with verizon engineers. Loss of internet service attributed to problem with verizon network not equipment. [redacted] participated in conference call with mr.. [redacted], national manager and mr. [redacted]n unwin [redacted] at command center. Mr. [redacted] and [redacted] recommended service terminated because it is verizon network problem that has not been resolved in 27 days. Mr [redacted]n was uncooperative with mr. [redacted] and [redacted] refusing to terminate contract. Mr [redacted]n stated customer will have to be without service until cause of problem is resolved or determined service cannot be restored. Mr. [redacted]n did suspend charges for service effective July 15. Since July 18, 2014 technician and engineers have been unable to restore service but attribute to a verizon network problem. Recommends terminating service and contract.Desired Settlement: Terminate internet contract effective Immediately. I will not be responsible for any charges for services effective July 15 2014 the date internet service was no longer received. Also terminate wireless home phones due to difficulty with connection. Service adequate in only certain areas. :27 days is more than reasonable time to restore service. I have paid for services in accordance to contract. Verizon has failed to comply with terms of contract because have not provided service.

Business

Response:

August 20, 2014

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains he has been without Home Fusion Broadband service since July 18, 2014, and is requesting to terminate service and have the Early Termination Fee waived. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

Upon review of the account, our technicians have thoroughly investigated the issues that Mr. [redacted] has reported. It has been determined that that there are no issues with the network, but that the hardware needs to be replaced. I spoke with [redacted] D[redacted], Northeast Regional Installation Manager at [redacted], who advised that Mr. [redacted] has had a technician visit his home on four separate occasions and has had the components replaced multiple times, with no change in service.

I spoke with Mr. [redacted] to address his concerns and the above findings and expressed my apologies. In an effort to provide a satisfactory resolution, I offered to disconnect the Home Fusion Broadband line, mobile number ###-###-####, effective August 20, 2014, and waive the $260 Early Termination Fee. Additionally, I offered to credit the monthly access charges from August 2 – August 20, 2014, once the September 2014 billing invoice generates. Mr. [redacted] expressed satisfaction in the resolution provided.

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. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

Executive Relations

Consumer

Response:

[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.]

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,

Review: I am a new customer of verizon wireless. I paid my monthly fee to verizon, I called them half month later to make sure I didn't owe them anything. the verizon rep I talked to said I have no payment on record, that is, I didn't pay my bill. but I did, I screen shot my bank statement and emailed to them, yet this is not my biggest concern. in the month of January, I opened a family plan for two lines, I screen shot the conversation of the verizon rep and my. The total is supposed to be $172.48 for two iPhone payment plans and 10G family data plan all together. My internet data usage is around 1G per phone per month for the last 3 years I have been with sprint, and my data was unlimited. the Verizon rep said they separated my two lines, make them 10G family data plan for each line, so I owe them double the amount of data plan, the rep said I now owe them $400+. I said that was absolutely not what I asked for, and I screen shot the conversation, because I kind of knew they would do this to me.I talked with several of them on the phone for several hours to solve the above two problems. but their rep has little knowledge of how the company operate,and could not fix the problem on their ends. Also, their reps are kind of lazy and just wanted to get off the phone, keep yawning the whole time on the phone with me, I thought I was talking to a drug addict, maybe this is the case. Bottom line, verizon rep made mistake customer should not pay for it.Desired Settlement: I need verizon adjust my payment back to my original plan, why to charge me something because their rep made a mistake when I order the plan, after I paid think I was free and clear and charged me $400+? won't fix it because they have no idea how this happen? how do you train your staff? Very unpleasant for a first time verizon customer.

Business

Response:

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

Consumer

Response:

[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.]

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,