Verizon Wireless

Review: Every aspect of Verizon Wireless's customer service is a disaster. We attempted to order a simple phone case online a few months ago, and never received it. I contacted the online customer support, and received a copy and pasted response stating they attempted to contact us to verify the order. Never happened. Recently, I was paying ahead on our bill, and made a partial payment of $150, which the bill was not due until 6-11-14. While we were away on vacation, there were over $2000 of unauthorized charges on our bank account, causing several payments to not go through. As soon as I realized, I made a $100 payment, even though nothing was yet due. Our bill was $313.87, and after the $100 payment, we owed a little over $220. We received non-stop call/texts saying we were past due, including my mother's phone, which is on our account. I called SEVEN times, and was told nothing was past due and none of the reps were sure why we were receiving the notifications. Still, we received them. So I called and spoke with not one, but two financial representatives, both said we were past due by $49. I paid it, and just chalked it up to whatever. I just spoke with the cancellation department, and the rep (who was of no help), informed me that we still showed in a past due status, even though we are not. During this time, our iPad that we purchased from Verizon five weeks ago, completely died. These things happen. I called Verizon, the rep informed us that he was overnighting us a new one. NEVER HAPPENED. We received only the return box, and sent in the defective iPad right away. I logged in to our account today to see what the hold-up was, and it said we needed to call Verizon. Verizon clearly has our phone numbers, why didn't they call/email us? I call the number listed, and speak with a male. He said the previous rep did not note our account & that was the issue. I have spent over seven hours on the with Verizon over the past week. NOT ONE of the issues has been resolved.Desired Settlement: We simply want our issues resolved. I am not calling the customer service line again, as they do not know the meaning of customer service. When I call Verizon's "customer service", I am transferred at least three times, before I reach the correct department, even though I select/ask for the correct department. After all of that, NOTHING is resolved. Our account also needs to be credited for the time I wasted on the phone with customer service, and for the time we are without our iPad.

Business

Response:

June 16, 2014

Thank you for allowing Verizon Wireless the opportunity to address Mr. [redacted]’s concerns, in which he states that he is displeased with interactions with Verizon Wireless. He advises that he never received an accessory that he ordered online and has recently experienced billing issues. Additionally, Mr. [redacted] states that he was offered a warranty replacement for his Apple iPad and although he has sent his defective device back, he has not received the replacement.

In reviewing Mr. [redacted]’s concerns, our records show that an accessory was ordered online on April 6, 2014; however, the accessory order did not bill or ship due to an error validating the shipping address. Upon further review, two of the numbers on the shipping address were transposed when referencing the billing address on the account. In speaking with Mr. and Mrs. [redacted], I offered to order the accessory, but Mrs. [redacted] informed me that she already purchased another case.

Our records further reflect that the Apple iPad on mobile number ###-###-#### had technical issues and a box was shipped to Mr. and Mrs. [redacted] on May 30, 2014 for the device to be returned. Please note, the process to replace a tablet requires the tablet to be returned before the replacement is shipped. I apologized that this was not communicated to Mr. and Mrs. [redacted] and I confirmed that the replacement Apple iPad has been delivered to them.

In reviewing Mr. [redacted]’s billing concerns, our records reflect the April 16 statement totaled $574.84 and was due by May 11, 2014. Several payments were made between April 30 and May 14, totaling $574.85. An additional payment of $150 was made on May 20 which was applied the May 16 bill. On May 27, a payment that was transmitted on May 14 for $149.85 was reversed, causing the account to reflect a past due balance because the payment was made on the previous billing cycle. Our records show that additional payments were transmitted on May 29 and May 31 totaling $149.85. Additionally, a $50 credit was applied for their trouble. I apologized for any inconvenience this matter may have caused and I offered a promotion for an additional 1GB of shared data for 12 months. Mrs. [redacted] accepted my offer.

Should Mr. [redacted] have any questions regarding this response, he can contact me at ###-###-####, Monday through Friday, between 7:00 a.m. to 4:00 p.m. Pacific Standard Time.

Respectfully,

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 canceled service on this line on or around August 2013, when my [redacted] shattered. Verizon has been billing me $10/month since. When asked for a refund, they said they could not provide.Desired Settlement: Refund of charge going back to when it was canceled. A credit is fine.

Business

Response:

[redacted] contacted the Revdex.com in regard to a line that she had on her account that was connected to an [redacted]. In the correspondence the customer stated that she contacted Verizon Wireless around August of 2013 to cancel the [redacted] as the screen is cracked and no longer being used. I checked the remarks on the account and there is no information showing where there was ever a request made to have the services cancelled. I do see where the line was added on 05/20/2013 but no request to cancel beyond that date. Ms. [redacted] stated that she is not sure when it was supposed to be cancelled or when she requested it. Because there is no information that the customer requested the cancellation and since she has been a customer for at least 5 years with minimal credits, I offered to give the customer a one time courtesy credit in the amount of $120.00. The $120.00 breakdown comes from the $10.00 monthly charge for the [redacted] times 12 months of service that was paid and not used for a total of $120.00. Ms. [redacted] is satisfied with the resolution that I provided to her and I explained that the credit will be applied to the account on today. I also checked for the customer and made sure that the global package was removed on 11/13/2015 from the line ending in [redacted]. There is no coaching or feedback due in reference to this case.

Review: Retailer scammed me into a "Free Jetpack" which would cost me "nothing extra montly, Bill would level out"My bill raised 120$ in a month. $40 activation fee, $20 monthly access, $10 protection, etc. They did not mention this when the "Free Jetpack " was Pushed upon me. I told them from the beginning that I didn't want it, but it was pressed onto me with "no extra charges". This was a lie and I was scammed.I talked to the associate "[redacted]" on the phone and called him out on his words. He said "I must not have been listening. " I haven't even used the Jetpack since I got it. I only took it because I was assured it was free and no other charges would occur. He lied to me directly to make his commission.Desired Settlement: I want the Jetpack cancellled with no fee, and my bill to be adjusted for this very rude and slick scammer. I've been a customer for 5+ years and do not deserve this. I want my bill reduced from where it was, or they will lose my business completely. I will never go to a retailer again.

Business

Response:

This letter is in response to the recent complaint filed by [redacted]received by Verizon Wireless on 10/02/2015. In his complaint, Mr. [redacted]alleges he was given incorrect information regarding the new Jetpack that wasadded to his account. Upon receipt of this complaint, I completed a review ofcount number [redacted]. Our records indicate that Mr. [redacted] received a free Jetpackon a two-year contract commencing September 7, 2015, this device required aplan that cost $20 per month; there was a $40 activation fee. As discussed withMr. [redacted], since he did not use the device, I will adjust the $175 earlytermination fee provided he returns the equipment to me no later than Monday,October 19, 2015; this device is being disconnected effective with the billcycle date of October 19, 2015. Additionally, I issued a credit in the amountof $81.16 today to offset charges billed under the number ending 0169. Verizon Wireless appreciates the opportunity to respond toconcerns. If you have any further questions or concerns, you maycontact me directly at ###-###-#### Monday through Friday betweenthe hours of 7:00 AM - 3:30 PM ET. Sincerely,[redacted]Executive Relations

Review: In the month of October 2014, my cell phone bill was $640.84 (rather than my normal $90). I called Verizon Wireless and it turns out I was a victim of fraud and needed a police report. I went to my local Police Department like they asked, and I was told they do not handle cases like this. I called Verizon Wireless back and told them and spoke to another person who said a Police Report was not needed. The person on the phone told me that 3 additional lines were added (FRAUD) and that each line will be credited back to me. The following month, the charges were still on my phone. This time they were hitting me with late fees for not paying my bill on time. I called again and spoke to a person who said dont worry, itll be taken care of. They claimed to have filled out more forms. Once a week, I called Verizon and each time I was told its being worked onThis month, (December) my cell phone bill in $2194. Ive called multiple times and each person I speak to is no help. They keep telling me a new claim is filed, however, charges and late fees keep adding up. I do not want this to hurt my credit report and I cannot get these charges removed. Its been 3 months.Desired Settlement: I want all of these charges removed and some sort of compensation for all of these troubles. If Verizon Wireless wants to keep me as a customer, I want a free upgrade and some sort of upgraded data plan.

Business

Response:

This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 12/12/2014. The customer [redacted]'s complaint involves account credits he states is dueto him because there was fraud on his account. The credits are pending and have not reflected on the customer's current balance and the customer is requesting this be settled and he only owe what henormally pays before the fraud took place. Upon receipt of this complaint, I completed a review of account number [redacted] -[redacted]. Executive relations spoke with the customer concerning his complaint. The customer was advised that the pending credits have been pushed through by management and will reflect on his bill immediately. I apologized for the inconvenience and credited an additional $165.00 to the customer's account. The customer's account has been credited the charges that resulted from the fraud and the matter is considered closed.

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 became unsatisfied after 7 years of service with Time Warner and contacted a Verizon representative in the beginning of July and placed an order for home phone and wireless internet service. I informed the representative that a technician is necessary to install the phone from the pole to the home and an appointment was made. To my dismay the tech never arrived that day.I called Verizon and s[poke to another representative (still early July) and another appointment was made for the technician to come and fulfill the required procedure to insure my phone and internet service. Again the technician never arrived! This time I got onto my computer and contacted a representative and had a live chat to correct this issue. I thought it was taken care of until I checked my email 2 days later and found that Verizon sent me a cancellation notification.Today (8/3/2015) I receive a billing from Verizon for the sum of $66.86 for current activity.Time Warner cable is yet my service provider as I waited for Verizon service which never came before I disconnected Time Warner.To place an order Verizon does a credit check which lowers a credit score. Disrupted my appointments for 2 days waiting on a tech that never arrived.Becoming re-aggravated by attempting to correct this issue with another representative who wanted to activate the account which was never activated in order to cancel the account which never began.Desired Settlement: I do not owe Verizon any monies and want a zero billing signifying this accrediting it to account number ([redacted]] 25 1.Thank you for your assistance.Mr. [redacted] J. [redacted], Sr.

Business

Response:

After reviewing Mr. [redacted]'s concern, it appears to berelated to Verizon Communications. His complaint pertains to home phone andinternet services and the account number also matches the format of VerizonCommunications. I have contacted Mr. [redacted] via email at [redacted]to let him know that Verizon Wireless will not be taking any direct action toresolve his concern. I have forwarded the issue to the Executive Office forVerizon Communication for them to address separately. Verizon Wirelessappreciates the opportunity address your concerns and apologizes for anyinconvenience this matter may have caused. If you have any furtherquestions or concerns, you may contact me directly toll free at ([redacted]

[redacted], Monday through Friday between the hours of 8:30 AM and 5:30 PM ET.

Review: When we moved into our apartment in January 2014 we didn't see a huge problem except we had to stay in certain areas or we would drop calls but we also had wifi in our home. When we dropped our wifi service in march 2014 that's when we started seeing issues. Our phones weren't giving us the amazing 4G service that Verizon advertises, in fact we were barely getting bad 3G so instinctively we called up customer care to see what could be done. First they replaced my galaxy s4 and that made it worse and my fianc phone the galaxy s3 started giving us issues so they replaced both our phones and our sim cards and when that didn't help the galaxy s3 they told us that they would send out an engineer to figure out the problem and that they would call us back and never did and so we called and talked to a technical support manager and she was very rude and told us that all they could do was replace his phone again and guess what that phone didn't work. Next we decided to ask that they just give us an iPhone 5s and we would just put my phone on his line but they said we would have to pay 200 bucks for it when it's their problem our phone doesn't work so their next option was to pay the 200 get a new s3 that won't work or just cancel the line all together. None of these options will work and I called two other times and got hung up on. We're very close to changing carriers because the service were getting isn't up to parDesired Settlement: I would like a new phone, completely different phone, so that we can get the service that we have been paying for, for the past 5 months. Nobody has been willing to rectify our situation and something needs done.

Business

Response:

June 23, 2014

This letter is in response to the above-referenced complaint filed by [redacted]. Ms. [redacted] stated that she had been experiencing very poor service with her Samsung device. She is requesting a new device from a different manufacturer.

Beginning 06/13/14, I made several attempts to contact [redacted] using the contact information listed on her complaint and her account regarding her service concerns, but I was unable to reach her. After careful review of the account, I show on 06/02/14, Ms. [redacted] spoke with [redacted] from Verizon’s Executive Relations regarding her service concerns. As a resolution to her service and device complaint, Ms. [redacted] was offered an Early Upgrade. Since the account was past due at the time of the offer, the offer was extended up to 14 days from 06/02/14. If Ms. [redacted] decides not to do the upgrade within the 14 days, she would be advised to wait until 07/09/14, which is the original upgrade eligibility date. Ms. [redacted] agreed to the offer.

And lastly, our records indicate that there are three disconnect orders pending for mobile numbers ending in [redacted] for 07/02/14. After the lines are disconnected, there will be only one line active.

If there are questions regarding this response, the undersigned may be contacted at ###-###-####, between the hours of 8:30 AM - 5:30 PM EST.

Respectfully,

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 started service with 2 lines. Those lines got split into 2 bills. After months of getting the runaround the lines were finally combined into 1 bill. I was promised several different discounts by costumer service reps that never came to pass. First one was $10.00 off each line for a year. The second was a $25.00 adjustment for our "inconvenience." The third was supposed to be a $50.00 adjustment. None of these were ever applied to our bill. We were also told that our bill would only be $200 a month, $220 after taxes. Our bill has never been below $280.00.Desired Settlement: I just want out of my contract with no cancellation fees.

Business

Response:

This is in response to the above-referenced rebuttal filed by [redacted] and received byVerizon on January 6, 2015. In her complaint she states that her December statement is notreflecting the agreement she previously had with the Executive Office.Upon receipt of this rebuttal the Executive Office spoke to Ms. [redacted] and reiterated the abovecomplaint. Ms. [redacted]’s December statement was prorated for changes that were made to theaccount. This proration added additional charges to her balance. She was also billed forreconnection fees of $15.00 per line.. A credit adjustment of $190.00 has been applied to theaccount and her balance is now $200.36. Ms. [redacted] was advised that her monthly charges of$168.00 before taxes and surcharges are correct and going forward her bills will reflect thisamount. Ms. [redacted] is satisfied with this resolution and this complaint is resolved.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, youmay contact me directly at ###-###-#### or toll free at ###-###-####, Mondaythrough Friday between the hours of 10:00 AM and 7:00 PM ET

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: Being a very long time customer of Verizon, I was offered this plan - and it was posted all over the internet at the time (because it was amazing)- Unlimited talk n text plus 20 MBs of date per month- this supposedly was offered to upgrade my then current phone. Deal was no activation fee with 2 year contract renewal = waived upgrade fee and an apple Iphone4s for $1.99 and $50.00 Verizon gift card.Received my first bill and it was $73.94. I immediately called and then the nonsense started. I talked to everyone and they told me to wait will my next bill and it would straighten itself out. Could not text and was advised something was not activated to do so. Received next bill and it was $59.67. Called again, and was advised they would go to a supervisor and try and straighten it out and gave me a Case Number and told to call back and check. Did so and was advised the promotion was no longer available and they would give me the next best plan. I have been passed along, hung up on, promised calls from supervisors and In the meantime they changed the plan without my knowledge and my express forbidden attempts to do so without advising me or straightening this out. I am on tape advising them not to change their original offer to me and I was passed from person to person until three months have gone by and my plan has been changed by Verizon three times and not the original offer. As I read the hundreds of complaints along these lines I also feel that I have been cheated, abused, and deceived by Verizon customer service representatives and Verizon corporation. I have dates and names and times if needed because space here is limited.Desired Settlement: I would like to have the plan that was originally promised to me in the promotion initiated by a Verizon representative. I have been a loyal and good paying customer of Verizon for over 20 years.

Business

Response:

June 24, 2014

The Executive Office is in receipt of a complaint from [redacted]. Ms. [redacted] stated three months ago, she was offered and agreed to change her calling plan to an Unlimited Talk and Text plan with 250MB of data, but her plan never changed. She has contacted customer service numerous times regarding this concern, but still no resolution. Ms. [redacted] is requesting that we honor the original promotion she was offered.

On 06/24/14, [redacted] from Verizon’s Executive Office spoke with Ms. [redacted] regarding her calling plan concerns. Ms. [redacted] stated that during the upgrade process, she was advised that her calling plan would be $45.00 monthly and include Unlimited Talk and Text and 250 MB of Data. When she received her bill, she noticed her plan had not changed. She immediately contacted customer service. She was advised by customer service that a request would be submitted to get the $45.00 Smartphone Promotion added to her account.

In review of the account, it showed that the request was submitted, but a few days later, it was denied. Regretfully, the $45.00 Smartphone Promotion was no longer available. As a point of resolution, [redacted] offered to adjust Ms. [redacted]’s current calling plan. Her current plan is $50.00 monthly, and includes Unlimited Talk and Text and One GB of Data. He offered to issue credit for $5.00 monthly for 24 months totaling $120.00. He also offered a $30.00 inconvenience credit. Ms. [redacted] accepted the offer. Ms. [redacted] is aware that after two years, the plan will revert back to $50.00 monthly. Also, she was advised that she could benefit from the credit in two ways. She could pay her normal bill monthly, and let the credit cover the $5.00 plan difference, or she could use the credit to pay the bill statements for a few months. Ms. [redacted] understood. She is currently satisfied with the resolution.

Verizon Wireless sincerely regrets any inconvenience [redacted] may have experienced as a result of this issue. Should Ms. [redacted] have any further questions, she may contact me at ###-###-####. Thank you for bringing [redacted]'s concerns to our attention.

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'm paying for a service that I can't receive. Verizon's policy is that if you don't have service in your area they will wave the early termination fees. By their own admission " According to our information your ZIP code is subject to variations in coverage, due to the terrain and vegetation." But when pressed to wave the ETF the said their engineers said the outdoor service was "great". They're reneging on their promise to wave the ETF's. I have three lines on my plan. I pay around $170 per month for service and I'm not getting what I pay for.Desired Settlement: I want Verizon to wave the ETF's so that I can get reliable service else ware.

Business

Response:

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] states Verizon Wireless was going back on their word in regards to waiving Early Termination Fees in poor coverage areas. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

Verizon Wireless allows customers to disconnect services without an Early Termination Fee once troubleshooting has been completed and has confirmed the area is a Variable Coverage Area. Upon review of the account, on August 18, 2014, our technicians determined the area was a Variable Coverage Area, and recommended a Network Extender to improve service. Customer Service and Social Media representatives advised Mr. [redacted] of this information on multiple occasions. On October 1, 2014, Customer Service advised Mr. [redacted] once the Early Termination Fee appeared on the bill, we would credit the charge.

On October 9, 2014, I spoke with Mr. [redacted] to address his concerns and the above findings. In an effort to resolve this matter, I offered the Network Extender at no charge. He declined, and I advised Mr. [redacted] to notify us when he ports his service to another carrier. At this time Verizon Wireless would credit the Early Termination Fee. Mr. [redacted] accepted this information, and confirmed he 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 8:30 A.M. and 5:15 P.M. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted].

[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 find that this resolution is satisfactory to me.

Regards,

Review: I started service with Verizon Wireless on October the 3rd 2013. I was bringing my cell phone number over to Verizon Wireless and I asked if my phone number would be able to transfer Over. I was told that the phone number would be transferred with no problem. It took over a week for the new line to be transferred. Later my phone was turned off due to incorrect input of accounts for myself. I found out I had two accounts since I had added an extra line to the initial service in the second line wasn't put as the primary carrier and I never received the bills. My phone service was cut off twice and I went back to the dealer were a purchased the cell phone in service and requested to be removed out of a verizon contract. I also ask the dealer before we fund for the cell phones due to incorrect information in the cut off of service twice. I was told by the dealer he could not take the cell phone back and he would not take the cell phone back because he would lose money and he could not do anything with a cell phone. The dealer be reassured me that he would make sure I do not have to pay regular cell phone service or at least I will pay very low too little to nothing for my inconvenience. From that point in December 2013 when I went into the office till now I have had several representatives tell me they could not help me or they would help me and I've even had to pay extra fees or still pay your phone bill I was told in October 2013 that I was no longer under contract I set in Verizon Wireless store for 2 hours speaking to the manager of the store the owner of the store in customer service to verify I no longer was under contract. I am now I'm told that I am under contract and I cannot cancel my service unless I pay the contract fee. I went back into the store with my husband [redacted] asked us what else could you do for us because there is nothing he can do for us. My husband said he felt insulte because we have purchased and no one has kept their word on the service that we are supposedDesired Settlement: I would like to be taken off of contract for this cell phone. also I would like to be on or two rather have

Business

Response:

Thank you for allowing Verizon Wireless to respond to concerns expressed by Ms. [redacted]

[redacted]. In her complaint, Ms. [redacted] states that she would like both of her mobile numbers

removed from contract. .

After speaking to Ms. [redacted], she stated she signed a 2 year contract for both of her mobile

numbers in October of 2013. She expressed thoughts of cancelling service for one of the mobile

numbers on her account which is currently under contract. Ms. [redacted] was advised an early

termination fee would apply should she choose to cancel her service. These fees are charged in

relation to canceling a service agreement prior to its end date. In previous contacts with Customer

Service, Ms. [redacted] was provided $533.44 in courtesy credits. The credit applied was to cover

the cost of cancelling her service for one of her mobile numbers and to retain Ms. [redacted]’s

business.

Ms. [redacted] was provided information about her payment history, credits, and account balance

which detailed the credits of $533.44. Verizon Wireless is able to research any missing payments

should Ms. [redacted] find that any payment has not been applied to her account.

Due to these findings, Verizon Wireless respectfully declines the removal of Ms. [redacted]’s

contracts with Verizon Wireless.

Should the Revdex.com or Ms. [redacted] have any questions, please call me directly

regarding this matter at ###-###-####. If you have any other concerns,

Customer Service can be reached at ###-###-####.

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 started a month to month plan with the obligation of paying off the S6 phone but I have been to the store to complain about two problems, most importantly that I do not get service in my home or outside the home periodically. Many of my texts do not come in or go out, phone calls go right to voice mail because the phone doesn't ring, emails don't come in or go out- phone states no connection, and sometimes I have no internet service. I didn't have these problems with my previous carrier. Secondly, the phone at times has no audio and heats up so hot I feel it is a safety hazard and I have to put it under a fan or under direct air condition in attempt to cool it off. I also called their customer service tech support in addition to going to the store and they were also not able to fix the connections service to my phone.Desired Settlement: I want to return the phone and discontinue service with them without having to pay the phone off first because I feel that it is Verizon that is breaching the contract by not providing the service in my area as I was told that I have and was shown on the computer at their Verizon store. Verizon wants me to pay off the phone first if I want to discontinue service which I feel is unfair because they are the ones that are not able to provide the service I paid into.

Business

Response:

June 22, 2015 Thank you forallowing Verizon Wireless to respond to concerns expressed by Ms. [redacted] statedthat she started service 05/11/15, and her text messages are failing and audioissues. Executive Officepartnered with technical advisory group for a resolution. The technicaladvisory group determined that a network extender would benefit the customer.The executive office spoke with Ms. [redacted] and offered a free network extender asa point of resolution. Mr. [redacted] stated that she has high speed internet whichis a requirement for the network extender. The order will be free of cost andno contract is associated with the network extender. On 06/22/15, order # [redacted]for a free network extender was placed Should the BetterBusiness Bureau or Ms.[redacted] have any questions, please call me directly at ([redacted] extension # [redacted] between 8:00 a.m. and 5:00 p.m. (Eastern Time),Monday through Friday or Customer Service at ###-###-####. Sincerely,[redacted]W.ExecutiveRelations

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: Good MorningI have been working with J[redacted] Executive office; he dont seem to be very helpful. He told me if I keep call and asking questions that it would take longer to solve my problem Its been over a month of calls and email on my part. I would like to speak with someone who can help with my account.I called Verizon on Friday 18 July 2014 to order Samsung Galaxy NotePRO tablet using EDGE program. Received preorder confirmation number [redacted] stating I order a Samsung Galaxy Tab S 10.5. The Edge agreement states I ordered a Samsung Galaxy NotePRO tablet full retail price $848.99. Order Number: [redacted] Order Location: [redacted] called Verizon back to inform them what happened. Verizon had me do another EDGE contract, without canceling the first one for Samsung Galaxy NotePRO tablet using EDGE program. Received preorder confirmation number [redacted]7704000 stating I order a Samsung Galaxy Tab S 10.5. The Edge agreement states I ordered a Samsung Galaxy NotePRO tablet full retail price $848.99. Order Number: [redacted] Order Location: [redacted] called Verizon back for 3rd time I was assured they the right tablet was on order. Terri told take one Samsung Galaxy NotePRO without opening the box back to any Verizon owned Company store they will take it back on questions asked. The Verizon store manager KINGSLEY UAWUBIWE told me and a coworker I would be charged $45 if he takes it back. He opened the box and I told him I dont want to pay $45 to return an item because of Verizon error. I asked 2 questions: the tablet I kept did it was missing the SIM and the charger unit, the shrink wrap bag was inside the shipping box unused. Manager told me you are wrong the SIM is the unit. I told him them why when I turn the unit on I get error NO SIM CARD He gave me a FedEx label. Went to FedEx dropped the tablet off. Verizon received it on 29 July 2014 signed my MMPINDA I reached out to Facebook, Twitter, Verizon Chat, Phone support and Executive Office. I was shipped a SIM Card on July 23 2014 for the tablet I kept. By this time I was over dealing with your company. I told the Executive office I wanted to return the tablet. There was no return label in the box. We tried to print one from my my verizon web site that did not work. I had to drive a store and pick one up drive to post office. USPS Shipment Info tracking number 9[redacted]33. Verizon received it on 4 August it was mailed on 28 July. I was told by Executive Office that both tablets would be removed from my bill. I received my bill of $2000.31 I paid $301.00. That total is minus 849.99 X2. I would write more and there is more. I have emails, notes, and voicemails I can send you. I will provide you with names, time, and dates if you want. Long story short I dont want to speak with the 2 people from your Executive office because they just blow me off all 3 time. All I want is $1699.31 plus the other charged associated with the tablets removed from my bill.Thanks [redacted]Desired Settlement: I want them to fix my bill and credit my account.

Business

Response:

This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 08/27/2014. The

customer [redacted]'s complaint involves his request for additional credits on his account due the return of two tablets that were sent to him in error. The customer is stating he has not received the full amount credited for the charges he received when 2 tablets were sent to him in error. The customer is requesting to be credited what he has been promised by several Verizon Wireless Representatives.

[redacted] Executive relations contacted the customer concerning his complaint. The customer states he was not given the complete credit he was promised by a representative. He states was told that he would be credited the entire amount of the two tablets which was $1699.98 including any fees associated with the device while it was active. The customer was only credited $1666.97 on the account currently. I advised the customer that I will credit the difference in what is owed to him for the tablets and the access fees

associated with the tablet. I issued a total credit of $57.77 to the customer's account and apologized for the

inconvenience. The customer was satisfied and considered the matter closed.

If there are questions regarding this response, the undersigned may be contacted

at ###-###-####, between the hours of 10:00 AM - 7:00 PM EST.

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,

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]

Review: For the last billing cycle February 2015 , Verzion has applied erroneus charges of 299 $ plus taxes, for an unauthorized purchase of a Verzion EDGE Motorola phone, that the VERZION store manager from Libertyville, IL applied to my account.I tried to dispute the wrong charges for a service/product that I NEVER HAD /HAVE authorized, the phone does not show on my online account , I have only 3 Galaxy S4 for my family plan, never a MOTOROLA phone.I made several visits to the local store , in Libertyville, IL , where I had an upgrade for my Galaxy S4, in DECEMBER 2014, no success on removing the wrong charges ..only unfounded reassurances that charges will be removed.I also called Verzion customer service ..of course.....many, many times....I have even a TROBLE TICKET # [redacted]....still nothing....my bill is overdue now ...and I definitely refuse to pay 501 $ instead of my regulary monthly bill of 162$...for a product that I never had!!!!!Very disappointed for the manner of Verzion is treating their long time,loyal custumers...about 10 years...CERTAINLY...THIS IS MY LAST CONTRACT WITH THIS COMPANY...I tried to email to Verzion , on their main website, under REPORT A PROBLEM...was not able to send the email and after that I was blocked for login in again...SHAME !!!!I am writing to Revdex.com hopping that other customers that experience same custumer support from Verzion , will receive a better support from Revdex.com.Thank you very much .[redacted]Desired Settlement: I am only asking for removing the FRAUDULENT CHARGES APPLIED TO MY ACCOUNT..ONLY .!!!!!.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to the complaint forwardedon behalf of Ms. [redacted]. Verizon Wireless sincerely regrets any dissatisfaction this mattermay have caused.Upon review of Ms. [redacted]’s account, on December 11, 2014, an Early Edge order wascompleted for a Droid Maxx. The device was then returned and a two-year upgrade wasprocessed for a Samsung Galaxy S4. Due to the original order being an Early Edge, a device wasexpected to be returned.I spoke with Ms. [redacted] on April 1, 2015, regarding her concerns. She advised she neverrequested Edge and was unaware the representative had completed the order. I apologized toMs. [redacted] for the experience and advised I would credit the charge. Ms. [redacted] accepted this asresolution.Verizon Wireless appreciates the opportunity address your concerns and apologizes for anyinconvenience this matter may have caused. If you have any further questions or concerns, youmay contact me directly toll free at ###-###-####, Monday through Fridaybetween the hours of 9:00 AM and 6:00 PM PT

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 would like to add that indeed Verzion Executive apologized for the inconvenience that was caused to me ...but they forgot to remove the taxes for the phone that I NEVER PURCHASED. .. and. ALSO ...... charged me with a late fee.....for refusing to pay A FRAUDULENT CHARGE TO MY ACCOUNT .......The late fee charge it is a symbol of appreciation from Verizon to their customer. ....I assume. .....

Regards,

Review: I was on No contract 2G plan and my I phones were doing just fine for me to use but they had many promotional of upgrades so my husband and I went into a Verizon store and checked on a new phone deal!!! Well after being in the store for 3 1/2 hours we finally got new phones well after we left the store and got our first bill found out the items that were supposed to come with the phones we were getting charged for!!!! Plus there was an issue with the tablet having a data setting on so it sucked up the data that feature should be only turned on if the customer wants it on!!!!! I called the office both at the main number and they sent me back to the supervisor of the place we got the phones from!!! Never got threw to that person!!! So I did talk to another person in the place then she checked on things and so I told her if I would of known I was going to have to pay extra for things that was supposed to come with the package I would of kept my old [redacted] they worked just fine!!! I called the person I was supposed to talk to he never answered the phone I left messages saying to call me back no one called me back!!!! I have been working on some type of resolution with no avail!!!Desired Settlement: Take off those charges that were over billed!!!

Business

Response:

This letter is in response to the recent complaint filed by [redacted] received by VerizonWireless on 12/16/2015. In her complaint, she asserts multiple failures and sub-standardexperiences with our store.Upon receipt of this complaint, I completed a review of account number [redacted]. Our recordsindicate this account ws charged for accessories never received. We were able to place anadjustment on the account to mitigate the charges. The customer was please and aware of theremaining charges due on the account.

Review: Since April 2015 I have so much trouble with my phone, I can't receive or make calls. I don't receive tex messages. I have been to the verizon store in several occasions I even changed my device and last thing they told me is that I had to buy a network expander but I don't want to buy that because it is not my fault that all of a sudden the connection is bad. So I would like for you to fix this situation. Thank you.Desired Settlement: gt me the network expander so I can start using my phone again.

Business

Response:

On October 26, 2015, I spoke with Ms. [redacted] on behalf of Ms. [redacted], because Ms. [redacted] was not authorized on Ms. [redacted] account. I offered Ms. [redacted] and Ms. [redacted] an apology for the problems she has experienced with the service at her home location. I educated Ms. [redacted] regarding the steps I have taken to resolve Ms. [redacted] concern regarding the cost to purchase a Network Extender. For customer satisfaction I provided Ms. [redacted] with a one time only Network Extender at no cost. Ms. [redacted] stated that her and Ms. [redacted] issue has been resolved and she is satisfied with the resolution and now consider her case closed. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 9:00 AM and 6:00 PM EDT.

Review: I went into a store to look at a smart watch. I decided to buy the watch under the assertion I would get a complete refund if returned within 14 days. I specifically asked if I would not only get the phone cost back of $250 but also the $35 activation fee, of which I was told all would be refunded. What I was not told and did not find out till 3 days later when I returned the defective watch was that there was a $35 restocking fee. I believe this was purposely left out to make the sale and therefore through deception I lost $35.Desired Settlement: Refund of $35 I lost through deception.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to Ms. [redacted]’sconcern of the $35 restock fee charged when she returned her Smart Watch. In her complaint, Ms. [redacted] informs thatwhen she purchased the Smart Watch, she was assured that she would receive afull refund if returned within 14-days. However, she says that she was not advised that she would incur a $35restock fee. Restockingfees are standard charges when new devices and accessories are returned withinthe 14-day Worry Free Guarantee period. This information is also available on the customer’s receipt. However, as a means of courtesy in businessdecision, this issue was resolved on December 16, 2014, with a $35 credit forthe restock fee charged. The credit isreflected on the January 2, 2015, bill statement. VerizonWireless regrets any inconvenience that this issue may have caused. Should Ms. [redacted] have any questionsregarding this response, she may contact me at ###-###-####, ext. 2143762between the hours of 8:00AM to 4:30PM ET. Respectfully, [redacted]National Executive Relations 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.

Review: We stopped service on December 27, 2013. We were no longer under a contract plan which expired in July of 2013. Their billing cycle was from December 17, 2013 until January 16, 2014. When the service was discontinued on December 27, 2013 so was service from Verizon. However, Verizon did not stop billing us for service until January 16, 2014. Therefore, Verizon was continuing to bill me for a service that I did not receive. Although I contacted customer service through their website via chat, I was unable to receive any reconciliation to the matter nor did Verizon attempt to contact me to resolve my dispute. Today, July 4, 2014, I sent, to Convergent, $39.16 for the service provided to me from December 16, 2013 through December 27, 2013 which I believe is a fair amount for the service I received and the unwillingness of Verizon to credit my account for services not provided.Desired Settlement: I desire Verizon to credit my account for the $78.32 of service not provided and that all credit reports regarding Verizon and me be cleared within 30 days. I also desire that Verizon stop charging customers for services not rendered as they did with me and several of my children.

Business

Response:

I am writing in response to the complaint forwarded on behalf of [redacted]. Per the

correspondence received, Mr. [redacted] disputes the past due account balance. Please

accept this letter as a confirmation of Verizon Wireless’ response regarding his concerns.

Verizon Wireless regrets any dissatisfaction this matter may have caused.

After reviewing Mr. [redacted]’s account, the three active lines of service were voluntarily

suspended on December 20, 2013, and a port request was initiated to move his phone numbers

to another wireless provider. Upon review of the account, I verified there was no usage on any

of the lines between December 12, 2014 and December 20, 2014. As of April 23, 2014, Verizon

Wireless referred the past due account balance of $107.84 to collections and credit reporting

agencies.

On July 8, 2014, I contacted Mr. [redacted] regarding his concerns and the above findings.

As a gesture of good faith, all charges have been waived and a request has been sent to

remove the past due balance from collections and credit reporting agencies. Please note that

agencies may take between 30 to 60 days to update their records. Mr. [redacted] expressed

satisfaction with the resolution and had no further concerns.

Should the Revdex.com or Mr. [redacted] have additional questions regarding

this correspondence, please contact me during my business hours of 9:30 a.m. – 6:00 p.m.

(PST) Monday – Friday at ###-###-####.

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.

My only concern regarding Verizon business practices are there continuation to charge for services not provided. This has not only been a concern of mine but also of five of my children who have dropped Verizon as a service provider. Although, I do not request further action to me, I would request Verizon cease this unethical practice.

Regards,

Review: I have been a valued cus[redacted]er with Verizon Wireless since April 26, 2001. My bill has always been paid on time, and in full each, and every single month since opening my account. On 04/19/2014 I called Verizon Wireless Tech Support team to assist me with replacing my defective iPhone 5s device that I had just purchased no less than a month ago. The tech support team was unable to resolve my iPhone 5s software defect issues, and so was I. After we ran out of options I was sent a replacement device, and in return shipped back my defective device. Recently, as of 07/04/2014 I chatted with a representative by the name of [redacted] who did his best to research the status of my returned defective device with no success. He searched through all the databases including the Verizon Wireless one to see if the iPhone 5S was being used on anyone elses account. The search results came back negative with both FedEx, and any Verizon Wireless accounts. I understand these type of issues happen a lot, and there are multiple excuses Verizon Wireless hears from its cus[redacted]ers each, and every day, but I assure you this is not the case. My history with Verizon, and truthfulness in this statement goes to show that I am in no way holding two devices, nor have I done anything else with it. The iPhone 5s is carried locked to Verizon Wireless, so with that said, it can only be used on a Verizon Wireless network. The chat representative, and I both did our best to track it using all methods listed in the previous sentence. Still, we had no success either way. I've already contacted FedEx, and their cus[redacted]er service rep stated that sometimes there can be errors where it was scanned incorrectly, or mishandled. Now please explain to me how am I to be penalized a non-returned device fee in the amount of $677.07 over something that I have no control over?I am extremely disappointed with Verizon Wireless, and the ridiculous fee that was added to my billing statement.Desired Settlement: My request is simple. Please investigate this returned device status, and credit my account back the $677.07 I was charged before my next payment is due on 07/17/2014. My complaint description clearly goes to show that I am in no way going to be paying this ridiculous fee. I have been a valued cus[redacted]er since April 26, 2001, and have not had any issues with any of the devices on my account that involve something this extraordinary.

Business

Response:

Thank you for allowing Verizon

Wireless the opportunity to respond to [redacted]’s concern of being charged $649.99 for a non-returned

certified like new replacement cell phone.

Abel [redacted] contacted FedEx to try to

locate USPS return tracking number 9[redacted]52 and package, that was

attached to his defective cell phone that he was to send back to Verizon

Wireless. On August 1, 2014, after speaking directly to the [redacted], he

has agreed to return his current cell phone and place an insurance claim

through our insurance department [redacted] to resolve his concern of being

charged $649.99. Once our warehouse has received his current cell phone Verizon

Wireless will issue a credit of $649.99 to account number [redacted]3-[redacted].

Should [redacted] have any questions

regarding this response, he may contact the undersigned at ###-###-#### between

the hours of 9am - 6pm.

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 would also like to add one final note. I have successfully shipped off my replacement device to Verizon Wireless' Return Processing Center, as of 8/09/2014 at around 9:30PM. I sent it in padded yellow envelope with a dual layer of bubble wrapper protection around the device. I placed clear plastic tape over the return shipping label, and over the sealed off part on the envelope to ensure extra security, and handling care of my package. I am hoping this package will arrive to Verizon Wireless' Return Processing Center no later than by the end of this week. I would like to receive a confirmation phone call, text message, or email from Verizon in regards to the credits applied to my account once this device has been successfully processed at the warehouse. Once I am notified of this I will be 100% completely satisfied. I have included the USPS Tracking number below my name at the bot[redacted] of this letter. Please reviewing the tracking information updates, and I will do the same too.

Regards,

Review: The reps were rude and disrespectful in my choice of windows phones. Pressured into buying a phone that I don't like and does not work well. Said I wasnt agreeing to a contract but It turned out to be wrong.Desired Settlement: Just want to exhange my Galaxy s5 for the Nokia Lumia Icon and have it done at a different store location.

Business

Response:

June 02, 2014

Thank you for allowing Verizon Wireless to respond to concerns expressed by Mr. [redacted]. In his complaint, Mr. [redacted] stated a Verizon Wireless sales representative at a local store pressured him into a purchasing a phone that he does not like, and does not work well. Mr. [redacted] would like to exchange his Samsung Galaxy S5 for a Nokia Lumia Icon.

Account review indicates that on April 27, 2014, Mr. [redacted] purchased Motorola Droid Maxx using Verizon Edge program. On April 28, 2014, Mr. [redacted] returned the Motorola Droid Maxx, cancelled Verizon Edge program, and purchased HTC One. On May 10, 2014, Mr. [redacted] exchanged the HTC One for Samsung Galaxy S5.

Verizon Wireless allows a one time exchange for eligible devices and accessories within 14 days of purchase date. On May 29, 2014, [redacted] of Verizon Wireless Executive Relations spoke with Mr. [redacted] and apologized for the experience. [redacted] educated Mr. [redacted] that Verizon Wireless offers a one time exchange or return within 14 days of purchase. [redacted] advised Mr. [redacted] due to the exchange transactions on April 28, 2014, and May 10, 2014, he was not eligible to exchange his current device. [redacted] advised Mr. [redacted] that his account is eligible to upgrade at two year contract price or enroll in a new Verizon Edge Agreement. [redacted] credited the account $35.00 activation fee. [redacted] provided Mr. [redacted] with online site of www.verizonwireless.com/myverizon to view updated balance.

Should the Revdex.com or Mr. [redacted] have any questions, please call me directly at ###-###-#### between 7:00 a.m. and 4:00 p.m. (Eastern Time), Monday through Friday or she may contact Customer Service at ###-###-####.

Sincerely,

Verizon Wireless

National 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,