Verizon Wireless

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: I am paying for 4G service and have only been getting 3G service for the last 60 days. Using Verizon's website does not work. I have tried several times to file a complaint, however, once data is filled in, the site will not let me submit the data. I have tried on 10/6/2014 to make a complaint at the Verizon store in [redacted], only to be told there was a 45 minute wait as they were understaffed. Verizon has made it as difficult as possible to file a complaint.Desired Settlement: I want a partial refund to compensate me for the service I am not receiving. If Verizon cannot provide 4G service, then they should not charge me for it.

Business

Response:

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

by Verizon Wireless on 10/22/2014. The customer [redacted]'s complaint involved a partial refund to compensate him for the service he states he is not receiving. The customer is requesting a credit for not having 4G service for data.

Upon receipt of this complaint, I completed a review of account number [redacted]###-###-####1. Executive relations attempted to contact the customer several times via phone and email without success. The case is closed due to no response from the customer.

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], I am tired of messing around with these jokers so I am just letting my contract run out and will find a new carrier.

Regards and thank-you,

Review: I was changed an early termination fee of $175 by Verizon Wireless for a new contract that was added to my account without my knowledge or consent. I have not used my Verizon Wireless account for over six months and would never agree to a new contract. I called to terminate my service a month ago when Verizon claims the new contract was agreed upon. Verizon Wireless has no record or notes that I accepted a new contract, however, they will not reverse the $175 charge. I feel powerless in my dispute with Verizon Wireless. Any attention to my issue would be appreciated. I can provide any additional details if necessary. Thank You!Desired Settlement: I would like the early termination fee of $175 removed from my account balance.

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 complaint with Verizon Wireless (#[redacted] has been resolved to my satisfaction. They have agreed to reverse the $175 early termination fee. Thank you so much for you help! I really appreciate it...

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,

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: Spoke to a rep on 12/28/14 and was quoted $5.00/mo for a basic phone(talk and text). When the bill arrived it was different. Called and spoke with someone on 2/28/15 credited this amount. Next bill arrived and charged the wrong amount again. Called and spoke with another person and she fixed the bill and said it should be fixed permanently. Next bill arrived and it was wrong. On 3/18/15 called and spoke with another rep and again credited for the incorrect amount billed. When I received the next month's I called again and at this point she stated that the amount I was quoted back in December was incorrect and that it could not be corrected(bait and switch in my book) because I was being given 2 promotions at one time and this should not have been done. After getting upset and frustrated she put me on with her manager that stated the same thing and then said she would pull the phone conversation from December and listen to it and call me back. This was on 3/29/15. She said if it was on there, it would be transferred to corporate to fix permanently. Since I kept notes of my conversations with the reps I knew this would be corrected. I never heard back. Received another bill in April and it still wasn't fixed. Called again and was told that their notes didn't match mine as far as a call back and all they could do was say they were sorry for the inconvenience and credit my account $5.00 for a late fee. Every month I was quoted an amount to pay because of credits they were giving to get the bill back to what was quoted and then the next bill would arrive with a late fee for the undue amount. I have names of the reps I spoke with and some last names of the reps which I would be happy to share when contacted. I would just like to get this resolved and have my bill match what I was quoted in December for a basic phone.Desired Settlement: I would like my bill to match what I was quoted in December for this line. $5.00/mo.

Business

Response:

May 1, 2015 I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains that she was advised the monthly cost for her basic phone would be $5.00 per month, before taxes. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns. A thorough review revealed that two discounts were added to mobile number ###-###-####, and Ms. [redacted] was advised after the two discounts the monthly access charge would be $5.00 per month, before taxes. However, the system implements the discount with the highest value, since it can only implement one discount. I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I offered to change her plan from the More Everything 1GB for $40 and change it to the More Everything 1GB for $30, resulting in a $10.00 savings every month. This would make up for the other $10.00 discount she is not receiving. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns. Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:00 a.m. and 6:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] O. [redacted] O. Executive Relations

Business

Response:

May 1, 2015 I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains that she was advised the monthly cost for her basic phone would be $5.00 per month, before taxes. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns. A thorough review revealed that two discounts were added to mobile number ###-###-####, and Ms. [redacted] was advised after the two discounts the monthly access charge would be $5.00 per month, before taxes. However, the system implements the discount with the highest value, since it can only implement one discount. I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I offered to change her plan from the More Everything 1GB for $40 and change it to the More Everything 1GB for $30, resulting in a $10.00 savings every month. This would make up for the other $10.00 discount she is not receiving. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns. Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:00 a.m. and 6:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] O. [redacted] O. 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,

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 had numerous issues with Verizon Wireless no longer working at my house after their tower change. I originally had service when I first got my phone in January and I have called Verizon Wireless regarding this not working and the rep that I spoke to said there were problems in my area and they were working on resolving them. Months later I still have no service at my house and called Verizon Wireless on 07/23/2014 to inquire as to what my termination fees would be. I was told the by rep that my early termination fee was $130 and that when I took my phone into my local store that I would be given a $120 credit towards that ETF fee. I specifically clarified with the lady that to terminate my contract with Verizon Wireless it would cost me $10 and she agreed. I went to my local store today (8/8) to terminate my contract and they told me that I would have the early termination fee of $130 and that I would have to pay off my phone in the amount of $424.83 before I received the $120 credit. I told them this is not what I was told over the phone. We contacted Verizon Wireless Customer Service again and they confirmed that in order to terminate my contract with them I would need to pay the $424.38 and the $130 ETF. I tried to explain to them that I was not getting service at my house and what I was told on 7/23. [redacted] (SC5224) did tell me that I was given incorrect information and that I would need to do a trouble ticket to waive ALL fees. I completed the trouble ticket and my line is set to terminate in 3-5 business days. The tech support told me that I would still need to buy out my phone in the amount of $424.38. I have since gone and gotten a contract with AT&T and service DOES work at my home location of [redacted] I was promised a call back from [redacted] within 30-45 minutes of leaving store and still have not received a call 3 hours later.Desired Settlement: Per recorded phone conversation on 07/23/14 I am requesting that I pay $10 to COMPLETELY terminate my services with Verizon Wireless. I will return my phone to Verizon Wireless just as I was told on 07/23/14. I will NOT pay $424.38 to "buy out" a phone that I can no longer use because I had to switch to another carrier because the service that Verizon Wireless offers no longer works at my residence.

Business

Response:

I am writing in response to the complaint forwarded

on behalf of Ms. [redacted]. In

the complaint, Ms. [redacted] explains that the wireless coverage in her home is

insufficient. She requests to have her Early Termination Fee waived upon

cancelling service as well as her Verizon EDGE agreement terminated. Verizon

Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.

Our technicians have thoroughly investigated

the issues that Ms. [redacted] has reported. It has been determined that her

home area has known coverage obstacles that could be due to various factors,

including topical geography, real estate limitations, etc.

I spoke with Ms. [redacted] to address her

concerns. In an effort to provide a

satisfactory resolution, I disconnected service for phone number ###-###-####

and waived the Early Termination Fee. I also provided Ms. [redacted] with a

credit of $50.98 for one month of line charges, which will appear on her September

2014 billing statement. Ms. [redacted] has been advised she must return her

device in good working condition to be released from her current EDGE

agreement. Ms. [redacted] expressed

satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Ms. [redacted]

have any questions regarding this response, please contact me at ###-###-####

extension [redacted] between the hours of 10:00 A.M. and 7:00 P.M. (PST), Monday

through Friday. For other questions

regarding service, please contact Customer Service 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: Purchased Samsung 5s at local Verizon store.They provided a receipt for the incorrect color of cell phone with incorrect device id. They did an in store return and provided a receipt for the return showing the returned color phone's device id and the device id for the correct color phone. We took home the correct phone. All the correct receipts were submitted to the rebate address. An explanation of the swap and correction were included. The Verizon associate at the store told us there would be no problem with the rebate.The rebate was rejected with the note: our records indicate that the Device ID associated with the rebate information submitted was returned for a full refund. This is incorrect. The Verizon tracking number is [redacted].Desired Settlement: I would like the $50 rebate. R[redacted] (Rebate Eligible)stated on receipt.

Business

Response:

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

correspondence received, Mr. [redacted] states he filed the proper documentation for his $50.00

rebate, which was returned as invalid. Mr. [redacted] is requesting we honor his $50.00 rebate. Verizon

Wireless sincerely regrets any dissatisfaction this matter may have caused.

Upon review of Mr. [redacted]’s account, on June 15, 2014, he purchased a Samsung Galaxy S5 for

$149.99. At the time of purchase, the store was offering a Mail-In Rebate of $50.00. Mr. [redacted] sent

in all of the appropriate documentation, however, Mr. [redacted] has yet to receive his rebate.

On July 18, 2014, I spoke with Mr. [redacted] regarding his concern. As a gesture of good faith, I

offered to credit Mr. [redacted]’s account the full $50.00 to honor his rebate. Mr. [redacted] accepted my

resolution. Mr. [redacted] had no further questions regarding his rebate, or with his Verizon Wireless

account.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response;

please contact me at ###-###-#### Ext: [redacted], between the hours of 9:30 A.M. to 6:00 P.M.

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

Review: I contacted Verizon customer service on 7/30/2015 to ask a question concerning my billing. When the customer service rep answered her phone or headset must have become disconnected or muted I remained on the line and after approx 45 secs to a minute she came back on and was obviously upset and started speaking to me extremely rudely and condescending. I asked her her name, "Amanda" was her reply. I asked her if I could please speak to someone else, it took 5 minutes of arguing with her to get her to put someone else on the line. [redacted] a supposed customer service manager then came on the line. I asked my simple billing question and received my answer and told her of the attitude problem of the original representative. I then hung up. [redacted] then called me three times harassing me asking me why I thought her coworker had an attitude. After asking her to not call me again, she called a third time...I then told her that I was recording the phone call she immediately hung up. Obviously Verizon customer service reps think its amusing to harass customers who don't like to be spoken to like children.Desired Settlement: I would like to hear from someone from Verizon to explain to me why I was harassed by their customer service reps.

Business

Response:

Thank you for allowing Verizon Wireless the opportunityto address Mr. [redacted]’ claims of harassment. Upon review of the account records and review of thecalls made, Verizon Wireless reports that the Customer Service Representativesmaintained a professional and courteous tone throughout their calls. During the first interaction, the accountrecords indicate that Mr. [redacted] ended the call. As per company policy, the Representativecalled him back to address his concerns. Mr. [redacted] spoke with an Escalations Representative who addressed hisconcerns. At the end of thisinteraction, Mr. [redacted] called the previous representative a derogatoryname. The Executive Relations Team has attempted to reach Mr.[redacted] via the email submitted to the Revdex.com, via textmessage and telephonically, but to no avail. For his convenience, Mr. [redacted] is advised that Verizon Wirelessprovides online Chat Representatives to assist him at www.verizonwireless.com as well asour regular Customer Service channels. Should Mr. [redacted] have any questions and/or concernsregarding this matter, he may contact the undersigned at ([redacted] Monday through Friday between 8:00AM & 4:00PM ET. Sincerely, [redacted]Executive RelationsVerizon Wireless Tell us why here...

Review: we were told @the store that our computer would be compatible with our security system.but it isn't now we have an installer coming out to hookup another line plus charging 10.00 extra on my acct.I don't think I should have to pay this for being mislead @the Verizon store They are not very helpful & seem like they don't want to be bothered. All they want to do is make a quick sale for their commission..Please warn other customers about Verizon salesmenDesired Settlement: we feel we shouldn't have to pay the extra 10.00 a month on our security systemmfor being mislead by verizon

Business

Response:

This letter is to serve as our formal response to the complaint filed by Mr. [redacted], which was submitted to

our office on September 17, 2014. In the correspondence, Mr. [redacted] states he was advised at a Verizon store that

his computer would be compatible with his security system. Mr. [redacted] states that there is an installer coming out

to install another line and charging $10 extra to his account to do so. Mr. [redacted] states that he should not have to

pay this due to being mislead at the Verizon store. Mr. [redacted] is requesting that the $10 fee be reversed.

Upon receipt of your correspondence, we conducted a thorough review of Mr. [redacted]’s account. Mr. [redacted] has

three lines of service with Verizon Wireless. Two cell phones and one home phone connect. On September 23,

2014 multiple calls were made to the contact number listed on the complaint (###-###-####) a woman picked up,

as I attempted to introduce myself, she disconnected the line. A second call was placed to that same number and

the same woman asked that we not call the number again and she terminated the call. Both cell phones were

called (###-###-#### & ###-###-####) and we were unsuccessful in getting anyone to answer. This complaint was

forwarded to Verizon Wireless and we were attempting to confirm if this account should have been sent to

Verizon Landline/Communications. In the event this should have been forwarded to Verizon

Landline/Communications, a new complaint would need to be submitted and forwarded to the appropriate

company.

Should Mr. [redacted] have any additional questions surrounding his wireless account, he can contact Verizon Wireless

customer service 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 was due for an upgrade on my Verizon Wireless and was told about a joint venture Verizon Wireless have with [redacted] for a $300 gift card

from Verizon Wireless and $100 from [redacted],if I get [redacted] triple package.

I upgraded one phone in Jan 2014 and one in May 2014 and I signed up for new service with

[redacted] in April 29. I called both Verizon Wireless and [redacted] and I was told I was eligible for the two gift cards.

Verizon Wireless did not honor the deal. In May 1st I received an e-mail from verizonwireless-ti[redacted]

thanking me for registring for the rewards card. In June 10 I received a follow up email stating that its been 45 days and I should

be receiving my rewards after the 90 day promotional period.

[redacted] have sent me the $100 gift card but Verizon wireless changed the status of the rebate to Not Eligible For This Promotion.

Now im stuck with 2 years with Verizon Wireless and no response from anyone about the promotion. I have sent multiple e-mails and

made multiple calls but no one is willing to give me an answer for why they are not honoring their deal.Desired Settlement: Verizon Wireless to honor their offer and send the Visa Card

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to the above referenced. In April 2014, Mr. [redacted] informs that he contacted Verizon Wireless and [redacted] and was told that he was eligible for two gift cards totaling $400.00 of which, $100.00 from [redacted] and $300.00 from Verizon Wireless. Mr. [redacted] informs that he upgraded two devices, one in January 2014 and the other in April 2014. Mr. [redacted] acknowledged that he received a $100.00 rebate card from [redacted] but is seeking the remaining rebates. I contacted Mr. [redacted] and personally apologized for the experience. I was not able to confirm the promotional offer that Mr. [redacted] informed of. However, our records show that the current promotion informs when customers switch home service providers and purchase qualifying [redacted] services, they are eligible to receive up to a $200.00 [redacted] Reward Card. In consideration of Mr. [redacted]’s understanding and in an effort to bring a satisfactory resolution to the matter, I agreed to apply a one-time courtesy credit of $200.00 towards his account. I informed that the adjustment will reflect on his September 2014 billing statement and can be verified by dialing #[redacted] directly from his handset. Mr. [redacted] acknowledged his understanding and is satisfied with the resolution. Verizon Wireless considers this matter closed and resolved.

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: We had a phone that had a manufacture defect. I called Verizon and spoke with tech support, they asked that we provide a picture of teh phone to better assist them with troubleshooting. I believe this was in an email to them. I honestly cant remember. There was no damage to the phone and the tech support person agreed. The issue could not be resolved and they mailed a refurbished phone to us. They send you a prepaid label and tell you to use it. We returned the phone and it was received by them. When they received the phone they are statign that there is signifigant damage to the phone. They should have on file teh original picture that shows No damage but it is misteriously not in our file notes. they are trying to charge us a 299.99 fee. they suggested I contact USPS and file a claim. I did so. I was told that with a prepaid label there is no insurance and they do not allow you to purchse additional ins with a prepaid label. How would anyone ever know to not use the label they tell you to and purchase insurance on your own? They sent me a picture of the box that they received and there is clear indentations in the top of the box from shipping where the screen would have been.Desired Settlement: I would like the 299.99 charge taken off my bill and I believe they need to operate with integrity and ethics when explaining the return policy to their customers. Unless this happens to you, you would never know that there is not insurance on the return side of things.

Business

Response:

July 13, 2015 I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains she had a phone with a manufacture defect and sent it in for a warranty replacement after speaking with Technical Support. Ms. [redacted] explains she provided a picture of the device to technical support and there was no damage to handset. Ms.[redacted] explains she has been charged a damage device fee of $299.00 and has pictures of the shipping box to show it occurred during shipping. Ms. [redacted] requests to have the charge removed. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns. I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I offered to adjust $299.00 as a goodwill gesture. Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 7:30 a.m. and 4:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, C[redacted] C. C[redacted] C. 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: We ported all of our phone numbers to S[redacted] on 4/22/2015 due to unreliable service. We continually receive bills from Verizon. I called Verizon 5/27 and spoke with [redacted]. [redacted] said it was a billing error and to disregard the bill. I received ANOTHER bill from Verizon today (6/27/2015) -- they are continuing to bill for services that are now provided by S[redacted]. I have been unsuccessful in resolving the issue with Verizon. WE DO NOT OWE for service after 4/22/2015 when the service with Verizon was ported to S[redacted].Desired Settlement: Cancel all charges from 4/22/15 forward. We are no longer customers of Verizon -- DO NOT SEND ANOTHER BILL

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to Mr. [redacted] complaint. In the complaint, Mr. [redacted] disputes the charges for canceling service with Verizon. Verizon Wireless regrets any inconvenience this matter may have caused. A thorough review of the account found that there was an arrangement made to waive the charges associated with canceling service, including the equipment agreements that were entered. In an effort to provide a satisfactory resolution, I offered to waive all charges and Ms. [redacted] accepted. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns. Should the Revdex.com or Mr. & Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:00 a.m. and 6:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service 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 as long as all charges are waived as discussed.

Regards,

Review: MY BILL WENT FROM AROUND 80 DOLLARS A MONTH TO ABOUT 800 DOLLARS!

I normally pay around 70-80 a month for service, for two phones. My recent bill came to around 800. I did not make any changes. This problem has occurred once before and Verizon fixed the problem. I need this issue resolved because I am not paying 800 dollars for service when I did not authorize any such changes to my account. A simple viewing of my account will show that my data usage has always been low and I would not make such a drastic change for any reason. I have been a verizon customer for a long time.Desired Settlement: PLEASE MAKE THE APPROPRIATE ADJUSTMENTS TO MY ACCOUNT AND REDUCE THE BILL TO THE NORMAL MONTHLY CHARGE AND BRING BACK THE BILL TO WHAT IT WAS PREVIOUSLY.

Business

Response:

Account records show on June 9, 2015, a price plan change was self provisioned on Mr. [redacted]'s wireless account changing his price plan from the More Everything 500 Megabyte plan to the More Everything 100Gigabyte plan. Self provisioned changes are those that are setup or completed via the user’s wireless handset or data device. No remarks indicate that any Verizon Wireless representatives accessed or made any changes to Mr. [redacted]'s wireless account. No Verizon Wireless errors were discovered regarding the plan change that was processed on his account. I spoke with Mr. [redacted] on June 25, 2015, in regards to his concerns and the above findings. As a courtesy, I offered to change Mr. [redacted] back to his previous price plan and apply a credit adjustment to his wireless for the difference between the price plans which he accepted. Mr. [redacted] expressed his satisfaction with the resolution provided and had no further questions. Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 7:00 a.m. and 4:00 p.m. (MST), Monday through Friday. For other account related issues, please contact Customer Service 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,

We have been trying to resolve several issues with Verizon Wireless for several weeks now. Each time we call, we get a different story, depending on who we talk to. Now they are trying to charge us for a phone we returned to them weeks ago, even after we produced tracking numbers that prove the phone was delivered to their warehouse several weeks ago. We are fed up and cannot wait to end our contract with them, so we never have to deal with them again.

Review: I'm trying to get a refund due me from Verizon since 6/11/14. I checked my acct this morning and it still shows the credit of $69.68, so I do not think the request put in on 9/22/14 by the Verizon representative was processed[redacted]Verizon Account number [redacted]Verizon Phone number ###-###-####My contract with Verizon wireless expired on 6/2/14. On 5/13/14 I paid my Verizon bill $152.49 for the upcoming month, (5/27/14 -6/26/14).On 6/11/14 I changed to ATT and cancelled my service with Verizon. I then contacted Verizon for a refund for the remaining time. I was told it would take 2-3 billing cycles to receive my refund.On 9/2/14 I contacted Verizon to check on the status of my refund. I spoke with [redacted] in financial services, she said I had a refund of $69.50 and she would issue and order for a check to be sent to me. I should receive it in 3-4 days.On 9/15/14 I had not received the check and checked my account on the Internet. It showed that I had a $69.68 credit to my account. I then called Verizon again, spoke with Dan. He stated that [redacted] posted the credit to the account but did not request a check. He apologized and stated he would request a check, which should go out in 1-2 days. He would also monitor the account and call me when the check was cut. He NEVER CALLED.On 9/22/14 I check the account on the Internet, it still showed the $69.68 credit. I called Verizon and asked to speak to a supervisor. I made the call at 10:56am I was on hold until 11:59:am only to be disconnected by Verizon. I waited 1hour and 3 minutes without speaking to anyone.I immediately called back waited for 15 more minutes for a customer representative, spoke to Alisha, explained the entire situation to her. She apologized spoke with her supervisor and mentioned I had been through a number of service representatives and apologized for all the inconvenience. She then completed a form (while I was on the phone) to generate the check. She stated I should receive it in 3-5Desired Settlement: Please have Verizon send me the check for $69.68. I have waited long enoughThank you

Business

Response:

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

the complaint, Mr. [redacted] is requesting a refund be mailed to him totaling $69.98, for

services between June 11, 2014 and June 26, 2014. Verizon Wireless appreciates the

opportunity to address Mr. [redacted]’ concerns.

Our records indicate on June 11, 2014, Mr. [redacted] initiated a port out request; his lines

were disconnected at the end of his bill cycle June 26, 2014, per the Customer

Agreement. On June 12, 2014, he spoke with Customer Service and was advised his

lines of service were currently suspended for the port out. On September 2, 2014, a

credit of $69.50 was applied to his account as a gesture of good faith. On September 15,

a refund request was submitted for the balance of $69.68. He was advised on

September 22, 2014, our Treasury Team is required to wait until after September 26,

2014 to ensure the balance is correct.

On September 30, 2014, I spoke with Mr. [redacted] to address his concerns and the

above findings. I advised him the Treasury Department has processed the refund check

for $69.98 and he will receive it within three weeks. Mr. [redacted] was satisfied with the

resolution provided and had no additional concerns.

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

response, please contact me at ###-###-#### between the hours

of 9:00 a.m. and 5:45 p.m. (PST), Monday through Friday. For other account related

issues, please contact Customer Service 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.]

Review: Bought cell phone from [redacted] on July 19 for $0 with no monthly payments for phone. Phone dropped calls so I returned it on July 23. I received a bill from Verizon for $416.94. Took bill back to [redacted] 3 times to get straight with Verizon. Have receipt from [redacted] for return. Since it was 4 days after purchase Verizon wants to prorate it for $66. Prorating $0 = $0 to me. Initially Verizon said I didn't return phone to [redacted]. I have receipt for return.On July 23 had phone number ###-###-#### ported to [redacted] service for same deal on Samsung Galaxy S4 which is $0.Desired Settlement: I would like Verizon not to charge me any money at all and cancel bill and prorated fee.

Business

Response:

One Verizon Place

Alpharetta, GA 30004

Review: I cancelled my plan on 11/18/14 and paid the 300.00 cancellation fee required. I asked for a pro rated bill to pay for the services I used on my billing cycle which ran from 11/8/14 through 12/07/14. they refused to send me a prorated bill and told me I had to pay for the whole month even though my service was terminated by request on the 18th of the month. according to Verizon they can cancel my service on the day I request it be cancelled but still want me to pay as they say they cannot cancel. they are threatening me with collection and I feel I am being taken advantage of by Verizon. can you please help me and see if this is even legal thank youDesired Settlement: just send me a bill for services used between 11/08/14 through 11/18/2014 and I will gladly pay and resolve the problem

Business

Response:

The account reflects that he ported out on 11/19/14; however he was billed through 12/7/15. On 12/15/14, he spoke with customer service and was informed that he will have to pay for the entire balance. On 1/17/15, he paid $300. During my conversation with Mr. [redacted], I explained that Verizon Wireless has billed him through the end of his billing cycle as indicated in his customer agreement. In the interest of a resolution, we agreed to a $100 payment to settle the balance. He was satisfied. Verizon Wireless appreciates the opportunity to address your matter. I may be contacted at ###-###-#### Ext. [redacted]0 Monday through Friday between 7:30 a.m.–3:00p.m.EST. Sincerely, [redacted] Verizon Wireless 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, [redacted]

Review: I became a new customer with Verizon Wireless in March, 2014. I initially had an LG Cell phone which I absoutely hated. Eventually the phone was returned and I was offered a Samsung Galaxy S 4 Mini and an Iphone 4s. The problem that I am having are dropped calls, no data connection, phone locks up at random meaning I am unable to talk, text etc... and when sending out text messages they are delayed until I turn the phone on and off. Now I initially only got 1 gb because it was just me, I added my daughter to my plan but I kept the 1 gb. My daughter is able to get all of her updated, emails, etc... and I am unable to get anything. I contacted the company around the 6th of August to discuss the issues I am having but to no avail. Calls are still being dropped, no data connection and all of the above. Of course they blammed it on towers in the area are being worked on hmmmm. I initally asked for Galaxy (the regular size phone) and the customer service rep told me that they could send me one out. Prior to getting off of the call when I initially signed up with Verizon Wireless, I had to pay $100.00 to get an outdated Galaxy 4s, instead they offer me an LG and now the Galaxy s4 mini which I hate both phones. I wear glasses and this small cell phone does not work for me. I was hoping that since this phone is giving me so many problems that the company can take it back and replace the phone with the Galaxy 5s since these issues are not caused by your valued customer as you call me.Desired Settlement: I would like a replacement cell phone. It is not that I am asking for an upgrade, I just thought this service would be better than AT&Ts service that it why I left them and went with Verizon Wireless. I had to turn my Galaxy S 5 Cell phone back into AT&T because I left the company along with several hundred of my followers. But I am not trying to go back to a company that is robbing their customers but at least I can say that their service was impecable.

Business

Response:

August 28, 2014

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains that she has device performance issues. She is requesting a Samsung Galaxy S5 to replace her current phone. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’ concerns.

Upon review of the account, Ms. [redacted] started service with Verizon Wireless on June 3, 2014 with an LG G2 which was exchanged during the Customer Guarantee period for a Samsung Galaxy S4. Ms. [redacted] notified us of the issues with her device, but troubleshooting was not completed.

I spoke with Ms. [redacted] to address her concerns and the above findings. Ms. [redacted] and I completed troubleshooting steps on her device and we were unable to determine if the device issues were permanently resolved. I offered to send Ms. [redacted] a Certified Like New Replacement under the manufacturer’s warranty. Ms [redacted] agreed to test the device over the weekend to see if her device issues are resolved. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 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: In October 2014, I purchased an iPhone 6 from Verizon Wireless at a discounted price of $483.05 with 2 year renewal. Upon receipt it was determined (and confirmed) at Verizon store that the phone was defective (camera not functioning). I was advised to purchase a new phone at full retail ($903.11) and once I returned and they received the defective phone, they would credit back the full retail value (-$903.11 for a net price of $483.05). I purchased a second phone at $903.11 within the 14 day window (total payment to Verizon of $1,386.16). The new phone was received, confirmed it was in full working order and the first defective phone was sent back. All this occurred in October 2014. In November 2014, I was credited -$483.05 which was the incorrect amount. They credited back the cost of the discounted phone and not the full retail. Amount still due is $420.06 ($903.11 full retail - $483.05). Over the course of the next several months, I called over a dozen times inquiring as to when my credit would be received. Each time I was told a different resolution (check would be sent, credit to my credit card would be applied and the latest was my account balance would be credited). In all cases, Verizon Wireless agreed this amount was in error and I was in fact due $420.06 (latest confirmation received January 19, 2015 from Verizon). On March 26, 2015, upon calling again, I was informed the refund was denied twice by supervisors because the amount was too high. I was also told given so much time had past they didn't have record of the original purchases - which was later recanted during the conversation when they looked up additional history. I was told it would be elevated to a supervisor and they would call back. They never did. I have spent numerous hours on the phone, in each case it required 30-60 minutes to rehash account history. I have tried in good faith to resolve this issue, however, even in their own admittance on numerous occasions that I am owed $420.06, they now refuse.Desired Settlement: At a minimum, I need to receive the $420.06 that is rightfully due to me even by their own admittance on numerous occasions. If there is any value to them in having a long standing loyal customer (and they stand by the customer service they claim) they could also compensate me for the dozen+ calls (each 30-60+ minutes) trying to resolve, frustration with hearing them make promises month after month but never keep, witnessing zero follow-through time and time again.

Business

Response:

I spoke with Ms. [redacted] with her concerns regarding her equipment refund. October 8, 2014 Ms. [redacted] completed a device upgrade on mobile number ###-###-####. She returned the device because it was defective. Our warehouse received the equipment back on 11/20/2014 and issued a refund in the amount of $483.05. The returned equipment had to arrive back before we could order another on same mobile number. Ms. [redacted] was offered the option to purchase another IPHONE at the full retail price ($903.11) on mobile number ###-###-#### and was told that once we received the defective device we would credit the difference. The credit was not applied. As a means for resolution I sent her a free accessory and issued the credit owed in the amount of $420.06. Ms. [redacted] was grateful and satisfied with the resolution.

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,