Verizon Wireless

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: 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: 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: 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: 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,

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 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: 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 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,

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 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: 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: 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: 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: This is related to Data account # ###-###-####

On March 29, 2014 I realized that VZ Wireless charged me $20 on march 8 or 9 classified as autopay. A day earlier (Mar 28) I was attempting to re-charge my prepaid account by $30. I know I did not authorize autopay because it was offered to me before by customer service and I refused the option (since I prefer to pay when I'm not traveling and actually using the service). I was never notified like I always do every time I manually pay. That left me with a $20 unused plan (was active at the time) and a $30 plan that didn't take effect yet.

I called customer service and representative called Mike, identified himself by Badge ID 106509, claimed auto pay can never be done by the company and I must have done it. I thought that it was useless to argue with him given the fact that he was insisting to blame me for initiating it. I asked to cancel the service and get a refund. [redacted] said no, this can not happen and I lose all the money if I cancel and I should wait and not renew. This was certainly a not very smart response given the fact that the issue was due to auto pay working on its own, which I believe can be initiated by the company as well (customer service always offer this option which indicates Verizon Wireless ability to initiate it).

I asked for a supervisor and a gentleman named [redacted], identified himself as supervisor, mentioned that they will cancel the account but they "customer service" doesn't have the ability to refund my money. (I loose both plans paid - 3 GB worth of data)Desired Settlement: The least desired outcome is a refund to my payments $50 in total. this issue is caused by the erroneous billing from Verizon Wireless.

I believe VZ Wireless should also issue an apology for the dissatisfaction this caused me not just by unfair billing practices but also because of poorly trained customer service representatives.

VZ Wireless should review their systems and make sure they have proper process in place to ensure fair billing. Luckily I am not a postpaid customer otherwise I would be threatened by breach of contract.

Business

Response:

I am writing in response to the rebuttal you forwarded on behalf of Mr. [redacted]. In his correspondence, Ms. [redacted] disputed that he did not enroll for automatic payment for his Prepay account with Verizon Wireless. As this matter was previously addressed and no new information was provided, please accept this letter as confirmation of Verizon Wireless’ position and findings regarding this matter.Upon receiving your correspondence, I conducted a thorough review of Mr. [redacted]’s account. Iwas able to confirm Mr. [redacted] activated Prepay service with mobile telephone number ###-###-#### on October 31, 2013 and disconnected service on March 29, 2014. Verizon Wireless records reflect that Mr. [redacted] utilized the Interactive Voice Response (IVR) system on March 9, 2014 to establish automatic payment for his Prepay account. After disconnecting service on March 29, 2014, Mr. [redacted] contended that he paid for unused service and that he should be refunded for any unused service he paid for.In speaking with Mr. [redacted], I apologized for his concerns and assessed his situation. I confirmed his enrollment in Autopay and advised him that Prepay refunds are not granted for unused service.If you have any additional questions or concerns please contact me at ###-###-#### during my business hours of 9:00 am. to 6:00 pm. (EST) Monday through Friday.

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 exchanged three cell phones for the "free" upgrade. I was told in the Hillboro Oregon Verizon store that all three phones were eligible for a free upgrade. At that same time I purchased a home phone, Galaxy tablet and Jet Pack. I have never been able to get the jet pack to connect to internet. When I was on a business trip last week, I tried again to connect to the internet through the jet pack, it would not connect. I spent almost 2 hours on the phone with the tech dept and they were unable to resolve this issue. When I got home and received my bill, I could see where they were charging me $300.00 per phone for two of the "free" phones. When I called and spoke with a representative she said I had signed an agreement to pay this amount and there was nothing they could do. I asked to speak with a manager and Ned came on the line and also said there was nothing they could do. I asked if the store could be held responsible and be charged for this amount as they told me " all three phones are eligible" when in reality two of the phones were not eligible until November. I asked to have the jet pack cancelled as it has never worked and I did not want to keep paying for something that I could not use. He said that would be fine, except that it would cost me around $200.00 to cancel it. Even though it has not ever worked properly, I would have to pay for it. I have been a Verizon customer for a long time - over 15 years - I would hope to be treated better than this!Desired Settlement: I ask that the $600.00 be waived for the two phones. I truly believe that the Hillsboro Oregon store should have to pay that to Verizon for me, for not telling me the truth. They are telling people a straight out lie and they should be held accountable. Also, I do not feel that I should be charged the $200.00 for the Jet Pack as it has never worked. I have already paid over $60.00 for it, plus the equipment fee I paid up front. I am not even asking for that amount back. Just let me cancel.

Business

Response:

This letter is in response to the recent complaint by [redacted] Van

Winkle received by Verizon Wireless on 09/09/2014. In the complaint Ms. [redacted] states she

was told the devices for two lines she upgrade were free and would not cost her

anything. Upon receiving the bill Ms. [redacted] noticed a monthly charge for

the phones. Ms. [redacted] is requesting for the store to be responsible for

the cost of the devices because she feels she did not receive proper

disclosure. Ms [redacted] also disconnected a line that she activated in June

2014 because the device has never worked.

She is requesting for the early termination fee to be waived.

Upon receiving the complaint I reviewed Ms. [redacted]'s account in

order to find out if she was on the Edge program. Two of her lines are on the

Edge program and at the time of purchase they retailed at $299 each and have

monthly installments of $14.99. After the Edge discount Ms. [redacted] is

paying $4.99 for each of the brand new devices. I spoke to Ms. [redacted] and

she stated that the sales rep told her the two phones were free and made no

mention of the monthly installments. I advised Ms. [redacted] that Edge

agreements have no upfront costs because she is not signing a two year

contract, but there are monthly installments and she would have been sent

written communication confirming the transactions that were completed in the

store. No adjustments will be made towards the balance due on the Edge

agreements. Ms. [redacted] stated that she also disconnected a new line because

the device did not work properly. She states that even though trouble shooting

was completed no one offered to send her a warranty replacement. I reviewed the

notes and the resolution that was advised to Ms. [redacted] was that she needed

a new SIM card and if that did not resolve the issue she should contact tech

support again. I offered to send a

warranty replacement if she was willing to reconnect the line. Ms. [redacted]

declined my offer. As a sign of good faith I offered to issue a credit of $50

towards the early termination fee and Ms. [redacted] accepted my offer. She is

satisfied with the resolution.

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 toll free at ###-###-####, Monday

through Friday between the hours of 10 AM and 7 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 what Verizon believes is fair. I do not agree that it is fair, but I feel that as their consumer...I have no choice except to accept what they call a resolution.

I need a cell phone...I will pay what ever they decide to charge me so that I can continue doing my business which requires that I have a cell phone. Is this fair? No, but it is the reality.

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,

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: 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: On 09/02/14 I contacted Verizon to find out what I would owe if I left and went to another carrier. I spoke to [redacted] at 7:00 PM. I was told that I would only owe the buy out on my son's iphone5 which she quoted at $190.00. I again verified that there would be NO OTHER charges other than that buy out on his phone and was told no only the $190.00. I asked if I need to contact Verizon should I decide to leave and was told no, that by the new carrier porting out my lines would terminate my Verizon contract. So, on 09/06/14 I went to another carrier and ported out the 5 phones on my account. I get invoice # [redacted]7 in the mail in the amount of $221.57 for 08/27 to 09/26. I contact Customer Service on 09/15/14 at 6:00 PM and speak to [redacted] (ID# [redacted]) I explain what [redacted] had told me and tell her that I am willing to pay the $190.00 and close the account. She tells me that the account is suspended and not closed and the new carrier did something wrong when porting out the numbers. She sees where I spoke to [redacted] but will not credit my account. I ask to speak to a manager. One is not available and I am told someone will call me in 48 hours. No one calls me back. I call back on 09/18/14 and speak to three different people(J[redacted]. Ending up with [redacted] in Cust Svc who is going to issue a credit of 31.57 to zero out my account once I pay the $190.00. I pay the $190.00 and assume that my account is now closed with no balance. Today 10/06/14 I get a Verizon bill for $200.38. I call Cust Svc and speak to three more people ([redacted]). I get the run around about what both [redacted] & [redacted] have told me, They state that I still owe $200.38. I keep going back to what I was told on 09/02/14. Not one of them cares about what a representative of Verizon told me. They tell me that the account is finally closed but I still owe $200.38. I am coming here before going to Small Claims court in [redacted]Desired Settlement: I am looking for the $200.38 to be credited and my account closed cleanly with a zero balance. I feel like I am at the point of being harassed by Verizon.

Business

Response:

This letter is in response to the recent complaint by [redacted]othy [redacted],

received by Verizon Wireless on October 8, 2014. In the complaint, Mr. [redacted] stated that he

contacted Verizon Wireless on September 2, 2014, inquiring about leaving

Verizon Wireless for a different carrier.

Mr. [redacted] stated at the [redacted]e he also asked about the amount of his

last bill and was advised by the representative he would only owe the buy-out

for his son’s mobile number of $190.00.

Mr. [redacted] stated he had to call back in to Verizon Wireless on

October 6, 2014, after receiving a bill for $200.38.

Upon receipt of this complaint, a thorough review was completed. Our records indicate Mr. [redacted] did

contact us on September 2, 2014, and it appears Mr. [redacted] ported out his

lines of service effective September 26, 2014. The billing cycle for Mr. [redacted]’s

account billed from August 27, 2014, to September 26, 2014, the date he

deactivated service with Verizon Wireless due to him porting out his lines

makes the billed charges valid. Per

Verizon Wireless Customers’ Agreement:

WHAT HAPPENS IF MY POSTPAY SERVICE IS

CANCELED BEFORE THE END OF MY CONTRACT TERM?

Cancellations will become effective on the last day of that month's

billing cycle, and you

are responsible for all charges incurred until then

In addition to the billed service Mr. [redacted] was also billed an ETF

for mobile number ###-###-####, for $180.00. Mr. [redacted] contacted Verizon

Wireless on September 25, 2014, and made a payment of $190.00, and Verizon

Wireless also applied a courtesy credit of $31.87. However, the amount Mr.

[redacted] paid was applied toward services from August 27, 2014 to September

26, 2014 and not the ETF. I spoke with

Mr. [redacted] and advised I will apply a credit of $180.00, towards the ETF and

the taxes should adjust accordingly. Mr.

[redacted] was satisfied with this resolution.

Verizon Wireless appreciates the 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 ###-###-#### or toll free at ###-###-####

ext [redacted], Monday through Friday between the hours of 10:00 AM and 6:30 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.

However, I would like to get the actual credit and see my account balance as $0.00 before closing this claim.

Regards,