Verizon Wireless

Review: I recently had to get a new phone when old one would no longer power up. During the transaction at the [redacted] Verizon Wireless store I was told that with the new phone came a FREE tablet. Because my husband generally takes care of cell phone related things I had the clerk call and speak to him about the plan, etc. to be sure it was acceptable. I was given a contract to sign that supposedly represented all the things that had already been discussed, so I signed it. I was handed a bag with the cell phone and the tablet in it and at that point reiterated to the clerk, "the tablet is totally FREE? No strings?". She again told me that it was free. I commented to her that I'd be stupid not to take it and figured I'd pass it on to one of my kids or a friend as I already had a far superior iPad and didn't really have any use for a tablet.Several weeks ago during a periodic review of our automatic payments we became aware that we were being charged a $10 monthly access fee for the tablet. When I called the local Verizon store to inquire about this the clerk said that she tells everyone there will be a $10 per month charge and that I had agreed to it. I know that we were never told this and didn't agree to it for two reasons. First, I'm a total cheapskate and would never agree to the additional service plan and monthly charges which will eventually be equivalent to paying over $200 for the tablet. Secondly, we already have two laptops, a desk top and an iPad in the house and I certainly didn't need an additional way to access the internet!I spoke with the manager at the local store and was told that if we'd called in within the first month she could have done something, but because it had been longer she had nothing to offer. I then asked for her supervisor's contact information and was told that they can't give that out!We've been Verizon Wireless customers for over 20 years and have always recommended them to our friends and family, but are now having second thoughts.Desired Settlement: We want the $10 additional monthly charges to stop. Ideally we'd like the past charges to be credited back to us. We'll be happy to return the tablet if necessary to make this happen.

Business

Response:

This is in response to the above referenced complaint received by Verizon Wireless on July 4,

2014. In her complaint, Mrs. [redacted] explained that she went to a Verizon Wireless store

location to get a new phone and she was advised that she would get a free tablet with the purchase.

She stated that she was not advised there would be a monthly cost for the device and she made sure

to confirm that the tablet was completely free before leaving the store location. Mrs. [redacted]

explained she was dissatisfied to learn that she was being billed monthly for the tablet after she

noticed her automated payments to Verizon Wireless increased for $10 per month. Mrs. [redacted]

would like assistance with removing the additional monthly charge since she was not properly

disclosed all the information associated with receiving the tablet.

Prior to speaking with Mrs. [redacted] on July 10, 2014, the Executive Office spoke to her and added a

$10 monthly promotion on one of her lines to help offset the cost of the tablet line. On July 10,

another promotion for $10 per month was available on another mobile number on her account. Both

these promotion would accumulate to the total cost of the tablet line for the entire two year contract

term. Mrs. [redacted] stated that she was satisfied with the above mentioned resolution and both

promotions are now reflected on her Verizon Wireless account.

If Mrs. [redacted] should have any further questions or concerns regarding this matter, she may contact

the undersigned directly at ###-###-#### between the hours of 9:30 a.m. and 6:00 p.m. EST.,

Monday through Friday

Business

Response:

This is in response to the above referenced complaint received by Verizon Wireless on July 4,

2014. In her complaint, Mrs. [redacted] explained that she went to a Verizon Wireless store

location to get a new phone and she was advised that she would get a free tablet with the purchase.

She stated that she was not advised there would be a monthly cost for the device and she made sure

to confirm that the tablet was completely free before leaving the store location. Mrs. [redacted]

explained she was dissatisfied to learn that she was being billed monthly for the tablet after she

noticed her automated payments to Verizon Wireless increased for $10 per month. Mrs. [redacted]

would like assistance with removing the additional monthly charge since she was not properly

disclosed all the information associated with receiving the tablet.

Prior to speaking with Mrs. [redacted] on July 10, 2014, the Executive Office spoke to her and added a

$10 monthly promotion on one of her lines to help offset the cost of the tablet line. On July 10,

another promotion for $10 per month was available on another mobile number on her account. Both

these promotion would accumulate to the total cost of the tablet line for the entire two year contract

term. Mrs. [redacted] stated that she was satisfied with the above mentioned resolution and both

promotions are now reflected on her Verizon Wireless account.

If Mrs. [redacted] should have any further questions or concerns regarding this matter, she may contact

the undersigned directly at ###-###-#### between the hours of 9:30 a.m. and 6:00 p.m. 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,

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: One of the basic phones on my account was lost. I called to see if there was an upgrade available. They said that the only one available was on a different phone which was a smart phone. I was told I could transfer the upgrade to the basic phone. Twice, I asked for verification that this would have no impact on the smart phone nor on the data package. I was VERY adamant that if it would affect the smart phone or data plan in any way, I would just pay for the basic phone replacement outright without upgrade pricing. Since I was assured that my plan would not change, I went on a mission to find the appropriate basic phone replacement. I started out at a Verizon store where they again assured me that I would not affect my plan in any way - the upgrade would just transfer. They did not have the phone I wanted in stock but suggested that I check at the other vendors to see if it was readily available. The phone was for someone who was leaving town in 24 hours and I needed it right away. I located one at Walmart and it happened to be a $.97 phone with upgrade or $39.99 without upgrade. Since I had multiple assurances from different Verizon direct sources, I purchased the phone st $.97. Now, my nightmare begins. Walmart is no longer able to call for upgrades, they have to register with a chat line and wait for someone to respond. After 45 minutes of waiting for the chat to respond, I called from my own phone directly to Verizon for the upgrade assistance. AGAIN, I was assured that the transfer from smart phone to basic phone would not alter the smart phone plan in any way and they proceeded to assist the basic phone upgrade. Of course, they had to shut down the smart phone, transfer the upgrade, and then restore the smart phone in order to activate the basic phone. It took an additional 45 minutes to complete the activation - WAY longer than I had anticipated but it was done. Both phones were up and running and I had accomplished what I needed to get done. Ten days later, I went on My Verizon and I noticed that the data plan for the smart phone was only 1 GB. I immediately called and received assistance from a very nice customer service rep who recognized the problem right away and gave me the steps they would need to take in order to correct the problem. Once again, I was assured that the data plan would remain at unlimited. She was concerned that the data usage would overrun the 1GB and upped the plan to 6GB so that I would not unwittingly incur overage expense while I was waiting for the correction to be done on my account. So very thoughtful! However, they had to send it to the correct department to have the unlimited data returned. I would receive a call in 48 hours to verify that all was fine. Meanwhile, I got extremely ill and did not get back to them until 2 weeks later. Of course, NO ONE FROM VERIZON EVER returned the 48 hour call. After waiting a half hour for assistance, a message came on that the service center was closed for the evening and gave me the hours of operation so that I could return the call. Annoying, but it was late at night. Got up early the next morning to call at 6:30 AM and all hell broke loose. I calmly explained my dilemma. They said they understood and they would check my plan for verification. She came back and said that I was wrong that I still had the unlimited plan but it was on a different phone line now. UMMM, no, that phone always also had unlimited data, and reiterated the correct phone number to check. She verified that the correct phone indeed was at 6 GB (as previously mentioned in this post) and since unlimited was no longer available, I could not add it arbitrarily to another line. Again, I explained that I already had the unlimited data and that Verizon arbitrarily withdrew it. I was assured it would not change and was told that someone from some unseen higher department was supposedly correcting the problem. "Oh, now I get it!", she says. She would be glad to lower my phone bill by reviewing my entire plan and changing it to a lower monthly fee! WHAT, how do we go from incorrectly recorded data plan to revamping my entire plan so that I could lower my monthly fees? Then she tells me that they had appealed the data plan change and it was denied? What did I expect? I had upgraded my smart phone. HUH? What appeal, are there copies, was it correctly identified for approval, how did we get to this point? I requested a manager. This devil in disguise tells me they can do what they want because I signed a contract that upgraded my smart phone! NO, I did not! It clearly stated the basic phone number! A few more unprofessional barbs from her and again I ask for management as well as the procedure and phone number for the Utilities commission or whomever I would register a complaint with. She tells me that she has no idea what I am talking about. She would google it for me. However, if I would just let her adjust my plan, I could lower my monthly bill. Not once did I ever complain about my monthly bill! (Although I should at $300 a month). I asked if she was refusing to help me register my complaint. She told me I was refusing her help to lower my bill! NOW it becomes a shouting match. She finally agrees to escalate this to an additional appeal but don't expect anything because they won't approve it. Someone will get back in touch with me in 24 hours. I'm at 48 hours plus and no return call. However, thank you for being a satisfied customer since 1995! Revdex.com and [redacted] are next on my list. You can also be sure that I am researching alternative companies for my next loyal 20 years. I don't understand how they can say or do what they want and get away with it. This is at least the third time they have given me assurances of service and it never came through or they basically told me to pound salt, they can do what they want. It is a shame that I have to change companies beDesired Settlement: I would like my original service restored to it's original contract as per their assurances that it would never had been changed in the first place.

Business

Response:

December 15, 2014

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] states she was told an alternate upgrade would not cause any changes to her account but her Unlimited Data Plan was removed. She requests that it is reinstated.

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

Verizon Wireless no longer offers Unlimited Data on the line where an upgrade is used to get a device at a discounted price with a two-year agreement. A review of the account shows that such an upgrade was used on the mobile number ###-###-#### and the Unlimited Data Plan was removed when the upgrade was processed.

I spoke with Ms. [redacted] regarding her concerns and the above findings. To resolve the issue, I offered to re-bill the order at the full retail price for the device, cancel the two-year agreement, and re-add the Unlimited Data Plan on the mobile number ###-###-####. She accepted and confirmed she would be satisfied with this as a resolution. A debit equal to the full retail price of the device of $199.99 was placed on the account. The Upgrade Date and Contract End Date have been reverted and the Unlimited Data Plan has been added back. I attempted to call and left a voicemail to inform her the changes have been completed as agreed and I asked Ms. [redacted] to contact me if she has any further questions or concerns.

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

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 find that this resolution is satisfactory to me as long as Verizon has also issued the corresponding credit memo of $120.00 to make the full price charge of the phone at $79.99 as per agreed.

Regards,

Review: I switched from [redacted] to Verizon, before I switched I was very specific in telling the store Rep that I could not afford more than I was paying with [redacted] ($134) for an unlimited plan.I was asked how much data I used since they do not provide an unlimited plan, I called [redacted] they said in the past 3 months I never have used more than 4Gigs of data, the store rep assured me that with 5 gigs of data I would be paying 120 plus taxes. All insurance, all features etc included. in the middle of my billing cycle I was asked by a text that I was about to exeed my data and if I wanted 2 more gigs it would be an additional $10 and to press yes if that was ok, since that was still within my budget I said yes, then it happened again and I said yes again. $20 for 4 more gigs.When my bill arrived it was over $170 when I called to find out why, I was being charged $40 for something the text said it would only be $20 because of prorated charges, I complained because if they were going to charge me $20 more than the $20 the text coming straight from them then I should have been told before I made the decision. Now its time to pay for my second month and I am again being charged $20 more for the same charges, and they are telling me its because the dates when I asked to add the data, if I already paid $20 extra which actually is double of what their own text explained, why do I have to pay another double the amount? their prorated charges are triple of the actual amount?Desired Settlement: I would like my money credited and also I would like Verizon to honor the $120 per month rate plus the $20 I agreed to pay extra for the extra 4 gigs so $140 total.

Business

Response:

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In his complaint Mr. [redacted] states Verizon Wireless is charging him more than the agreed upon amount when he changed his plan to accommodate higher data use. Verizon Wireless sincerely regrets any dissatisfaction this has caused, and appreciates the opportunity to address Mr. [redacted]’s concerns.

A thorough review of the account shows Mr. [redacted] originally signed up for the More Everything 4GB plan. On October 4, 2014, Mr. [redacted] increased his data allowance to 6GB and on October 13, 2014, he increased it to 8GB. Both of these changes were backdated and effective as of September 16, 2014. This resulted in a $20 bill increase to cover the price difference, and the Month-in-Advance charges at the higher rate. On November 7, 2014, Customer Service issued a credit for $20 on the account.

I spoke with Mr. [redacted] on November 14, 2014, regarding his concerns and the above findings Mr. [redacted] agreed the issue was resolved and had no further concerns.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:30 A.M. and 5:00 P.M. (MST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

Crystal M.

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: According to verizon map, you have 4G coverage and full voice connection in the Weston, WV area. I had a a verizon sim and I moved in to this area. However there was no coverage at all. I contacted verizon customer. A tech rep from their office came to my area and reported that there is very low connection and only way I can use the phone is by buying a $350 network extender. But no where in the service agreement its mentioned so. But I don't want to make such a huge investment and I asked for termination. But they are charging me early termination fee (only 2 months are left for the contract to end. I was wondering, if verizon can't provide service in an area that they listed on their map online, how am I supposed to pay a termination fee or buy a expensive network extender?Desired Settlement: I need refund for 3-5 hours I invested in chatting to the customer care rep. In addition cancel my early termination fees.

Business

Response:

Verizon Wireless Executive Relations

Review: I called Verizon directly to inquire about new service on 8/22. The sales person ([redacted]) explained that they were running a "Back to School Special" that included unlimited text, talk and 2GB, plus 1 free GB of data for two years. I confirmed several times that what she was saying was accurate and she assured me that it was. I signed a two year contract and now Verizon will not honor her offer of the additional free 1GB without me upgrading/paying more per month. I spoke with Vanessa on 8/29 and Rigo on 9/3. Both apologized for the misinformation but would not honor the plan as explained to me by their own Verizon salesperson. That practice is misleading and deceptive. Such a large company should not give inaccurate information and if they do they should honor it. As nice as she was, I believe she mislead me so that she could sign up for new service with a two year contract. My call was recorded so it should be very easy to verify.Desired Settlement: I would like the plan that I was told I was receiving when I signed a two year contract: unlimited talk and text, 2GB of data plus one free 1GB for two years for $60 as promised when the contract was signed.

Business

Response:

September 8, 2014

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] disputes not receiving promotional data. She requests Verizon Wireless to add additional data. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.

Account research shows on August 29, 2014, Ms. [redacted] contacted Customer Service and spoke with a Supervisor. Ms. [redacted] advised she was explained she could get a 2GB plan with Unlimited minutes and messages for $60.00 with a free GB of data.

I spoke with Ms. [redacted] and apologized for any inconvenience. Since she is new to Verizon Wireless and this is her first Smartphone, it was difficult to determine how much data she would use or need. I explained this to her and offered her a free month which would be a credit of $83.17. She agreed and was happy with the resolution.

Should the Revdex.com or Ms. [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,

Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

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

Review: When trying to get a cheaper plan, a store representative presented the edge Plan as cheaper. He said the plan would be $283 instead of the $325 we were paying. After receiving the first bill we found that plan was more expensive at $440 a month. We were also forced to change all 4 of our phones When We Intended To ONLY CHANGE 2 Phones. We believe we the rep lied and committed fraud to get more money from us.Desired Settlement: We request that Verizon puts us back on our original plan.

Business

Response:

September 9, 2014

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains that he was misinformed on the Edge Device Payment Program and the savings he would receive. He requests to have the program removed and he be placed back on the two-year agreement option. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

Account review indicates Mr. [redacted] purchased four devices on the Edge program on June 14, 2014. He contacted Customer Service on July 18, 2014 to inquire about the bill being more than expected. Due to the device payment program, additional monthly installments have increased Mr. [redacted]’s monthly reoccurring charges above the quoted amount.

I spoke with Mr. [redacted] on August 22, 2014 to address his concerns and the above findings. In an effort to provide a satisfactory resolution, I advised Mr. [redacted] that I would cancel the Edge agreements and have the devices adjusted to the two-year agreement amounts. The adjustments were applied September 9, 2014 and are viewable on his September 2014 billing statement. Mr. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

T[redacted]

T[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,

Horrible customer service. I have been a customer since 1998 and have been playing the we will call you back game for over a week now. Every time I request to speak with upper management, I am placed on hold for what seems like eternity and then once the rep comes back, am told they are busy and I will be placed on a return call list. Well, a week later I am still not being called back. I have requested that a recorded call I had with a representative to be pulled and listened too since I was told I was being credited by her manager and then two months later they take the credit back and call it a system glitch that corrected itself. But apparently what someone tells you from their own departments vers what I should know is wrong and basically too bad too sad. When I ask for the call to be pulled, they again give me all this information and then tell me they will follow up. Never once have I been followed up with.

Review: I canceled my Verizon Wireless accountand within the first 30 days I got a call from collections without ever seeing a bill!! I still have yet to see a bill, and I have no way of signing into my account to view the bill so I can pay it. I'm left with no other choice but to pay the $700 bill without knowing what I'm paying for, or let my credit suffer.Desired Settlement: Resolve my credit issue and allow me to review my bill and then pay it.

Business

Response:

April 9, 2015

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains he disconnected service and has not received copies of his final billing invoices. He is requesting reprints of his last two billing invoices. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

I spoke with Mr. [redacted] to address his concerns. I provided him with copies of his last two billing invoices, including his final billing invoice. Mr. [redacted] found satisfaction and had no additional questions or concerns.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m. (PDT), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted] 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 turned my iPhone 4S into the recycle program at Verizon September 27th 2014. I was supposed to get a $200 electronic gift card sent to my e-mail. After 2 months of not receiving it, I called and they said it was sent, probably to my junk e-mail. I did not see it, so I was told that they would resend it, to check my junk e-mail. I have been checking my junk e-mail religiously since. I have not received it. I have called, e-mailed and gone into a store to get help with this. I keep being told that it will be sent to me. The last straw was today, I called back and have talked with 3 different people, who send me to an automated phone tree and the last one accidentally hung up on me. This is definitely not worth the $200 gift card! It has now been over 6 months. I'm losing trust.Desired Settlement: Send me the gift card!

Business

Response:

I spoke with Ms. [redacted] regarding her concerns. I offered to issue the credit of $200 to the account. Ms. [redacted] accepted the offer. This matter is considered resolved. Verizon Wireless appreciates the opportunity to respond to Ms. [redacted]' concerns. If there are any further questions, Ms. [redacted] may contact me directly at ###-###-####. My office hours are 7:00am – 3:30pm EST Monday through Friday.

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 got two letters in the mail today stating I added a line to my phone account. I never added anything to my account since I purchased my phone and tablet in person on7/15/2014. I called Verizon Wireless and was informed that someone was added to my account on the phone named [redacted]. This person was able to add themselves on my contract on the phone. Then they ordered three phone lines and Two I Phone six plus a better phone than what I carry. Then they had the order delivered somewhere I do not even live.Desired Settlement: I want the whole order and that person removed from my responsibility taken away from my contract and I want out of my two year contract 3/ 1/2015. I will get a new phone with another company. This a breech of my information and this is crazy. I have had a cell phone since I was 15 years olds. I have never had this problem before.

Business

Response:

March 13, 2015

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains that orders were fraudulent placed on her account. She requests her contract is cancelled. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’ concerns.

Verizon Wireless is dedicated to preventing fraud and to handling all cases of confirmed fraud in a responsible manner. A review of the account confirms that three lines of service were determined to be added fraudulently. We have cancelled all the lines of service and have refunded all charges that resulted from the fraud.

I spoke with Ms. [redacted] to address her concerns and the above findings. She indicated she wanted to cancel lines that were not related to fraud due concerns she had with how the fraud was handled. In an effort to demonstrate good faith, I offered a $100.00 credit to the account and she declined. I advised we are unable to offer to cancel the contract. She understood our position and had no other questions.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:30 a.m. and 6:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

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 find that this resolution is satisfactory to me.

Regards,

Review: My son's cell phone broke,however I pay insurance every month so I didn't think there would be a problem when I called to get a replacement phone. Verizon required me to pay them $100 which I did ( thought this was what my insurance was for) They sent out a replacement phone w/ packaging to send the defective one back in. I mailed it back 2 days later. This was in June !!! They have since billed me $429 stating they never received the phone. I have made SEVERAL phone calls to Verizon to get this resolved with no luck whatsoever. Between the $100 they required me to pay and the insurance I have paid, I had the replacement phone paid for!! I never would have spent $429 on a phone for my son. I could have gone to [redacted] and paid .99 with their specials. For them to charge me $429 and "claim" they never recieved the defective phone in their warehouse is ludicrious !! Once I mail it back in the packaging THEY give me, it's out of MY hands. Whose to say "THEIR" employee didn't scan it in properly?? What's REALLY disturbing and shady is since this has happened to me, I have now heard SEVERAL stories of it happening to other people as well. I'm beginning to think Verizon has a scam going on!!!.....from an extremely dissatisfied customer !!!!Desired Settlement: they need to credit this $429 off my account before it starts to affect my credit !!!

Business

Response:

I am writing in response to concerns expressed by Ms. [redacted]. In the complaint,

Ms. [redacted] has concerns about a Non-Returned Device Fee. Verizon Wireless

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

A Non-Return Device Fee was billed to Ms. [redacted]’s July invoice for $399.99. In

researching the account, the phone was not returned to the Verizon Wireless

Warehouse but was sent in the Hopeline donation package in error.

On October 1, 2014, I spoke with Ms. [redacted] and apologized for any dissatisfaction this

issue has caused her. In order to provide customer satisfaction, I applied a credit

adjustment of $399.99 to the account which will reflect on Ms. [redacted]’s November

invoice. Ms. [redacted] expressed satisfaction with in the resolution 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 7:00 a.m. and 4:00 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.

Regards,

Review: I've been using my house phone from verizon wireless for years and I used phone cards if I will call internationally so I don't have to pay a lot but suddenly I got charge from Verizon for almost 300 dollars I disputed it and they said they'll do investigation but my cellphone is also from verizon so they told me that while they are doing investigation I just have to pay my bill for the cellphone so that's what I did they told me they will call me and let me know what happened to the investigation but I did not hear from them until my cellphone just cut off because they said I didn't pay the house phone bill of almost 300 dollars so I paid it and they resume my cellphone now I got another bill for my cellphone and they add up another 15.00 for reconnection where in the first place they should have not disconnected it and it was disconnected for an hour or two because I paid them right away I've been paying my cellphone as I was instructed by them while they are doing investigation I never hear from them abt. the investigation until today when I complained abt.the reconnection fee that they add up to my bill,I got really frustrated and upset I had my house phone from verizon disconnected now I have time warner service for my home phone it's really sad because I've been using verizon for years .Desired Settlement: I want to know what happened to the investigation it's been months and I want refund of my money and remove the reconnection fee.

Business

Response:

August 1, 2014

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

she was unaware that she was using Verizon Wireless services when using her International Calling Card. Verizon Wireless

sincerely regrets any dissatisfaction this matter may have caused.

Upon review of Ms. [redacted]’ account, I confirmed that she had added the International Long Distance U.S. to World Value

feature on February 03, 2014, and removed the feature on March 03, 2014. The April 02, 2014 billing statement reflects

International Charges for 88 minutes billed at a total of $217.89. This was a result of the cost of her calls increasing from

$0.23 per minute, to $2.49 per minute.

As a business decision, I adjusted the charges incurred after the feature was removed, resulting in a credit of $196.16. I also

credited the $15 Reconnect Fee that occurred from non-payment from the customer. A total credit of $211.16 was applied to the

account, which will reflect on Ms. [redacted]’ August 2014 billing statement. Ms. [redacted] considers this issue resolved.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response; please contact me at ###-###-####

Ext: 4020414, between the hours of 8:00 A.M. to 5:00 P.M. (PST), Monday -Friday. For other account related issues, please contact

Customer Service at ###-###-####.

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: This is the second complaint I've filed against Verizon Wireless in the same year. The issues will be listed below.Issue #1Details of Issue #1On March 11, 2014 I opened a new line for my Verizon Wireless account, and had purchased my new device using the Verizon Edge program. The device purchased was an iPhone 5s, and the amount financed was $650.00. My Verizon Edge Program agreement is for $27.08 per month for 24 months. I also purchased the "Total Mobile Protection" insurance coverage along with the Verizon Edge Program, which costs me approximately an extra $10.00 per month. The smart phone line access for the line with the Verizon Edge program cost around $40.00 per month with a discount of $10.00 for using the Verizon Edge Program. The total cost for the line with phone number ###-###-#### is $70.00 on average.Complaint for issue #1In August, 2014 I had to return my Verizon Edge Program device back to Verizon Wireless' "Return Processing Center" due to a shipping mishandling error. Once I shipped the device back I had to file an insurance claim through Asurion, which cost me $169.00 for the deductible fee. The problem with this, is that I am still being charged for Verizon's Edge Program when they received their original device back. Since Verizon now has their device back I should not be charged for this Verizon Edge program any longer, or they should consider deducting $169.00 from my Edge Program agreement's remaining balance. Issue #2I take full advantage of my online Verizon Wireless account's features, such as self-support, viewing my bill, etc. The one feature I am unable to benefit from is the online chat support. I've been trying to chat with representatives from the billing department, but every time I login to chat I am unable to do so. It always shows the reps as "busy", and never available. I've informed Verizon Wireless of this before but they do not seem to care, or know how to resolve this issue. This is quite an inconvenience.Desired Settlement: I've been a Verizon Wireless customer since April 26, 2001. From January, 2006 to the present I've paid Verizon Wireless in the amount of $18,011.00 towards my accounts billing.I've always paid my bill on time, and in full. I am not an individual that likes to complain, but will do so in order to set things right.The desired settlements include the following:1-Billing credits2-Early upgrade eligibility3-Close out the line for phone number ###-###-####4-Verizon Edge cancellation.

Business

Response:

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

complaint, Mr. [redacted] expresses dissatisfaction with the continuation of billing for his Verizon

Wireless Edge Agreement after returning his device. Additionally he states he has been unable to

utilize the chat functionality offered at VerizonWireless.com. He requests to receive credit

adjustments towards his monthly billing statements, early upgrade eligibility, and the cancellation

of his Edge Agreement. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s

concern.

A thorough review of Mr. [redacted]’s account revealed he purchased an iPhone 5S on March 06,

2014, with a Verizon Wireless Edge Agreement. His device was replaced through [redacted] on May

17, 2014. Customers who subscribe to insurance have the option of replacing their lost,

damaged, or stolen devices through [redacted] upon paying a deductible; filing an insurance claim

does not work to cancel active Edge Agreements, but rather to ensure customers are able to

have access to working devices throughout the lifetime of their agreement.

I was unable to locate any record of issues with the chat functionality at VerizonWireless.com, nor

any record of Mr. [redacted] previously notifying us of issues he experienced while attempting to use

the service.

Using the contact information listed on his complaint, I made several attempts to reach Mr.

[redacted] to address his concerns and the above findings, but have been unable to reach him. Due

to lack of contact, Verizon Wireless considers this matter closed.

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

please contact me at ###-###-#### during my business hours of 9:30 a.m. to 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.]

Regards,

Review: Billing issues and service issues.Desired Settlement: Fix the service and equipment problems and correct billing disputes.

Business

Response:

A review of the account determined Mr. [redacted]

has one active data line of service with Verizon Wireless which is currently

eligible to upgrade. His services had been temporarily suspended due to

non-payment and was charged a standard Reconnection Fee of $20.00 when an

account is reactivated.I spoke with Ms. [redacted] and assisted with

updating a new contact number for him on file in case is account goes past due

again to avoid any future service interruption. I provided Mr. [redacted] a $40.00

credit back to his account to cover the previous two Reconnection Fees that he

had been billed. Mr. [redacted] understands he is eligible to purchase a new

Jetpack if he wishes to at discounted pricing with a new Customer Agreement. Verizon Wireless appreciates the opportunity

to address Mr. [redacted]’ concerns and apologizes for any inconvenience this

matter may have caused. Should Mr. [redacted] have any questions regarding this

response, he may contact me at ###-###-#### Ext. [redacted] between the hours of

9:30 a.m. and 6:30 p.m. PST, 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,

My fiancé and I visited our local verizon store located on [redacted] in Tonawanda NY Saturday November 28th 2015 at 3:30 pm. We went in for a phone upgrade and a kid named Kevin was helping us. He was very shady about the whole transaction. He put a $25.00 screen protector on my phone without asking me and I'm sure he was hoping I did not notice but I never asked for him to put it on or even mentioned wanting one as the phone I bought was shatter proof and I didn't feel necessary to buy one. Then he signed my fiance up for an insurance plan she did not want which was the most expensive one offered. She had to change it later on at home when she checked our account and noticed what he did. He ignored everything she said and did what boosted his sales. He was unprofessional and his actions have brought us consider leaving verizon all together. Very poor behavior and unacceptable.

Review: Purchased a device for data use only, issued return label by Verizon. Told we would not be charged termination fee for third line for data use only and credit for return, waiving 14 day return policy. Sent device back, received by verizon on July 29th. Line has not been terminated, still being charged for extra line, and no credit issued for device. Have been told device wasn't in box, then told no return label was issued, later told since it was purchased at an authorized dealer cannot credit, then told device still sitting in box unopened, that manager would resolve. Has been two months and still no resolution.Tracking number for package: 92[redacted]5**xx-xx-xxxxDesired Settlement: Want third line for data device terminated at no charge.$50 device credit as promisedAnd credited for the $20 line charge incurred since July 29, 2014 when device was received.

Business

Response:

This

is in response to a complaint filed by Mr. [redacted], received by Verizon Wireless on

September

23, 2014. Mr. [redacted] reports that he purchased a device for data use only and

was advised that there would be no charge for the return within the 14 day

return policy. Mr. [redacted] states that the device was returned

but the line was not disconnected. Mr. [redacted]

is requesting the credit for the device, the termination fee and the monthly

charges.

In an

effort to investigate the aforementioned concerns, the Executive Office spoke

with

Mr. [redacted]

[redacted] regarding the account charges. A thorough review of the account reflects that

all the charges were credited back to the account. Mr. [redacted] confirmed that he contacted customer service on September

18, 2014 and the line of service was disconnected and the credit applied to the

account for the device, the termination fee and the monthly charges.

Verizon

Wireless appreciates the opportunity to respond to all concerns and apologizes

for any inconvenience this matter may have caused. If there are any questions regarding this

matter,

Mr. [redacted]

[redacted] may contact me directly at

###-###-#### or toll free at ###-###-####

ext [redacted] Monday through Friday between 10:00 a.m. and 7:00 p.m.

Eastern Standard Time.

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,VE BEEN ON MY SONS ([redacted]) VERIZON FAMILY PLAN FOR AROUND A DECADE - ORIGINALLYPAYING HIM $15 A MONTH THEN IT WENT UP TO $35. I THOUGHT I MIGHT SAVEMONEY BY BUNDLING WITH [redacted] - STILL WITH VERIZON AND KEEPPING THE SAME PHONE NUMBER. IN DISCUSSING THIS WITH [redacted]T [redacted] I RECEIVED AN E-MAIL FROM [redacted] OFFERING ME A PRICE OF 24.99 PER MONTH NOT INCLUDING MY MILITARY DISCOUNT. I RESPONDED TO THIS OFFER AND ACCEPTED IT - THUS CREATING A LEGAL CONTRACT. VERIZON SENT ME A NEW PHONE AT A COSTOF $1 WHEN WE OPENED THE PACKAGE WE DECIDED WE LIKED OUR OLD PHONE BETTER - WE WENT TO A VERIZON STORE AND THEY SAID THEY DIDN,T WANT THE NEW PHONE - WE STILL HAVE IT. THE ORIGINAL OFFER AND MY ACCEPTANCE WERE ON 15 MAY 14. I HAVE BOTH THE OFFER AND MY ACCEPTANCE IN MY E-MAIL FILES - CENCURY [redacted] SHOULD TOO.WHAT SEEMED LIKE A SIMPLE ENDEVOUR ON MY PART HAS TURNED INTO A TRAUMATIC EXPERIENCE. CURENTLY MY SON IS STILL BEING CHARGED FOR THE CELL PHONE I'VE BEEN USING - I'M BEING BILLED FOR A NEW PHONE NUMBER THAT I NEVERWANTED - I WAS CHARGED AND ACTIVATION FEE - I GUSESS FOR THE NEW PHONENUMBER THAT I NEVER USED AND THEY WANT TO CHARGE ME A CANCELLATION FEE TO DISCONTUNE THE PHONE NUMBER THAT I NEVER WANTED NOR USED AND THE MILITARY DESCOUNT THAT I WAS OFFERED HAS NEVER BEEN GIVEN TO ME. I PRESUME THAT [redacted] IS A LEGAL AGENT FOR VERIZON IN THIS MATTER. I HAVE MADE MANY CALLS TO VERIZON AND [redacted] - HAVE GOTTEN NO FAVORABLE RESPONE. IN MY CALL TO VERIZON LAST WEEK I SAID I WANTED TO SPEAK TO A SUPERVISOR (NOT A ROUTINE REPRESENTITIVE). I GOT A SUPERIVISOR AND AFTER NOT GETTING SATISFACTION WITH HIM I SUGGESTED LEGAL ACTION -HE SAID IF I SUGGESTED LEGAL ACTION HE WOULD HANG UP ON ME AND HE DID!!AFTER TALKING TO MY ATTORNEY HE SAID I HAVE A VALID DISPUTE BUT SUGGERSTED I GO THRU THE B. B. B. FIRST. AT LEAST ONE OF MY CALLS TO VERIZON WAS RECORDED AS I ASKED.Desired Settlement: I'VE BEEN PAYING THE [redacted] BILLS FOR THE AMOUNT BILLED. 1. I WOULD LIKE REIMBURSEMENT FOR THE BILLING OF ONE OF THE TWO PHONES SINCE THE DOUBLE BILLING STARTED. CREDIT COULD GO TO MY SONS VERIZON ACCOUNT. 2. REIMBURSEMENT FOR THE ACTIVATION FEE - DIDN'T USE NEW PHONE - AND THAT THERE BE NO CANCELATION FEE CHARGED. 3. THE MILITARY DISCOUNT OFFERED AND ACCEPTED NEEDS TO BE INCLUDED IN MY BILL PLUS CREDIT FOR BILLS THAT IS WAS NOT INCLUDED.

Business

Response:

Thank you for allowing Verizon Wireless to respond to concerns expressed by Mr. [redacted]. In his

complaint, Mr. [redacted] expresses concern regarding billing for a new line of service and a military

discount offered to him by [redacted]. Verizon Wireless appreciates the opportunity to address Mr.

[redacted]’s concerns.

Our records indicate Mr. [redacted] created new service with Verizon Wireless on May 30, 2014, through

[redacted]. Mr. [redacted] was shipped a new phone and a Welcome Guide informing him of the new

account that had been created. On June 20, 2014, Mr. [redacted] contacted Customer Service expressing

concern regarding a military discount. Mr. [redacted] was informed discounts are only applicable to plans

$34.99 or higher. His Nationwide 65 Plus 200 minute plan has a cost of $29.99 and does not qualify for

any additional discounting. On August 28, 2014, Mr. [redacted] contacted Customer Service and stated he

never intended to create a new line of service, but rather assume responsibility for an existing line of

service. Mr. [redacted] requested to disconnect the new line of service and was informed of the $160.00

Early Termination Fee, which he disputed.

Upon receipt of this complaint, I spoke with Mr. [redacted] and apologized for any inconvenience this

matter may have caused. I informed Mr. [redacted], Verizon Wireless makes every effort to inform

customers via our Welcome Guide and email when a new line of service is created. Due to the new line of

service showing zero usage, I offered to disconnect this line and waive the $160.00 Early Termination

Fee, which Mr. [redacted] accepted. Mr. [redacted] expressed his satisfaction with the resolution provided,

and had no further questions or concerns.

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

contact me directly at ###-###-#### Monday through Friday, between the hours of 10:00

a.m. and 7:00 p.m., (PST). For other matters related to Verizon Wireless service, please contact

Customer Service at ###-###-####.

Regards,

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.]

The response made by the business in reference to complaint ID [redacted] was made verbally over the telephone.

All though I was not completely satisfied with VERIZONS offer I did accept it. The offer will need to be verified when

I get future bills.

My fiance had a grandfather plan with Verizon and paid $130/mo. We were shopping around for my phone and the representative that helped us at the Verizon store in Lancaster was awesome. He took care of my Fiance's concern of not having enough data and added my phone as well. We signed an agreement with the representative after being told that we would pay $170 plus tax for our 20 gb plan, unlimited talk and text, loyalty plan, phone and services charges, and our insurance. This was a great offer so we signed the agreement as happy customers. THEN we got the bill and we were being charged $250 a month? Needless to say I was very unhappy. We called and talked to management and the directors of Verizon and we were told that our rep had slapped together a plan that wasnt accurate. Ok, well that is not my problem. Why would we sign an agreement for $250 if we were paying $130 for unlimited everything before. Makes no sense AT ALL.
It gets better. We were told to not pay the balance until the issue was resolved but we got charged with late fees because we did what they told us to do on a RECORDED line. The director finally calls us back and says that since we don't have proof of the offer, they cant honor it.
Some bt if I do say so myself. My whole family has been with Verizon since I was a child and for some reason we haven't switched after all of the random charges and misrepresentation on their end. I have put up with my share of Verizon's awful and overpriced service and I am done. I have no idea how your pricing works but when a professional from your company tells me that I will be paying $170, that is what I am going to be paying.
THIS IS ONE OF THE WORST COMPANIES I HAVE EVER DEALT WITH IN MY WHOLE ENTIRE LIFE. I work for an insurance agency and what I tell the client the company honors. I get punished for it, not the client. Verizon has a very bad rep of doing these kinds of things to their customers. Loyalty means nothing to them and neither do their customers. They just want their money.
Oh and Verizon, please don't message me trying to apologize. Fix YOUR mistake and my bill. If not my lawyer will be involved and I plan on calling Verizon every single day from today on until you honor what I was told in the store. That's not a threat, that is a promise.

Review: Have been trying to purchase a battery and gel-coverage protection for screen from the Verizon Store located in London, Ohio since late June - early July 2014. I've went back twice to inquiry and kept being told it was on order and they would contact me when it arrived. It is now late August and I still do not have products. I went on line with Verizon and had a live chat with an agent of theirs. I explained that my son in law was on the account but that I just wanted to find out what the delay was. The agent researched and came back on line saying they could not discuss the account because it wasn't in my name. I wasn't asking for any information just why the delay in the purchase. At that point, I terminated the conversation and stated that I did not see any resolution since they wouldn't discuss my order. I just wanted the Revdex.com to know what type of service Verizon is giving customers that only want to order product for their phone and nothing more.Sincerely, [redacted]eDesired Settlement: I would like to have the product I was going to pay for all along but not sure now if that is possible since account is not in my name.

Business

Response:

This is in response to the above-referenced complaint received by Verizon Wireless (VZW) on September 3, 2014 from the Revdex.com. In her complaint, Ms. [redacted]e stated that she has been trying to purchase accessories for her device since late June. She doesn't seem to be getting any assistance with the order.

Verizon Wireless offers a variety of accessories for the equipment we support. These accessories are offered at regular and sometimes discounted pricing. Customer can purchase at any retail store or online. Upon receipt of the complaint, our office has attempted to reach Ms. [redacted]e regarding the matter; however unsuccessful.

Verizon Wireless appreciates the opportunity to respond to Mr. [redacted]’s concerns. If he has any questions, I can be reached at ###-###-####, Monday through Friday between 7:30 a.m.–3:30p.m.EST.

Sincerely,

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. However, this does not correct the customer service issue. I hope Verizon will look at the training program and figure out how to improve training of their employees.

Regards,

e