Verizon Wireless

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

Review: We exchanged phones at company called We are Wireless (Verizon lets co. use there name for a fee)in January 2014..Not a real Verizon store...I signed a form that says Certified Pre Owned...My fault I did not read.. But..What we were not told what I was signing and that both our phones were pre owned back in 2010 and 2011...I took the phone to Apple and they retrieved this information for us and we were shocked. Apple was appalled the way this was handled for us as customers. I took it back to the store and they did nothing....Then I called the corp. office for over a month and they never returned calls, so my husband went there and they were rude and said nothing they could do...Didn't even let my husband tell the whole story...My phone is breaking down each day...We have 3 phones and my sons has insurance but we all should..They couldn't answer that... I have paper work if needed I can fax.....[redacted]. [redacted] NJ 0[redacted] Manager is [redacted].Very rude......Corporate Office.[redacted]..###-###-####...I have been calling this office since 7/8/2014....Desired Settlement: I would like 2 brand new phones that I thought we purchased and I would like the [redacted] NJ store were we purchased the phones to make customers aware they are not a Verizon store...I would have never gone there.

Business

Response:

This letter is in response to the

complaint filed by [redacted] and received by Verizon on 08/08/14. In the complaint, Ms. [redacted] states in

January 2014, she exchanged two devices at "We are Wireless" which is

a Verizon authorized retailer. She states

that the sales representative failed to advise her that the phones she was

purchasing were refurbished. Ms.

[redacted] states that she later discovered that the phone were pre owned and

attempted to return them for new devices.

She states that the store Manager was uncooperative and rude. Ms. [redacted] is requesting that her current

phone be replaced with brand new phones at no cost.

On 08/20/14, I spoke with Ms.

[redacted] and apologized for experience with We are Wireless. I advised Ms. [redacted] that I would send

feedback to the management team of the retailer regarding her experience. In an effort to resolve Ms. [redacted]’s

concern, I agreed to change the upgrade date for both numbers which will allow

her to purchase brand new devices at the discounted price. I advised Ms. [redacted] that her current

contract with Verizon will be extended by two years from the upgrade date. In addition, I agreed to comp two free accessories

not to exceed $39.99 per item.

Upon activation of the new

devices, Ms. [redacted] will be responsible for returning the old phones to

Verizon. I am providing Ms. [redacted]

with a [redacted] prepaid shipping label to use for the return. Ms. [redacted] was satisfied with the action

taken.

Verizon apologizes for Ms.

[redacted]’s experience with the authorized retailer and appreciates the

opportunity to address her concern. If she

should have additional questions regarding this matter, I can be reached at

###-###-####.

Consumer

Response:

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

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

Regards,

Review: In April of 2014 the contracts on all 3 phones on my account were completed. I had satisfied the contract agreement on all 3 phones. They were all 2 yr contracts and were all satisfied. I paid my bill so that it reflected a zero balance. There was zero owed on the account. I called Verizon Wireless and told them that I wanted the service discontinued,shut off, completely stopped. They said that they would do that immediately. In May I got another bill from Verizon Wireless for another month of service. I informed them in writing that I would not be paying that bill and that they were told in April to stop the service and that I was not responsible for them not stopping the service and that I would not pay any more bills that they sent me either. In June they sent me another bill for not 1 but 2 months service and I am not paying this one either. How do I stop this and how do I keep them from reporting me to a collection agency or the like?? I've done nothing wrong but I am sure they will report me or something.Desired Settlement: I just want them off my back and a zero balance with them again like I had when I paid the account in full and told them to cancel the service

Business

Response:

This letter is in reference to your recent

correspondence to the Revdex.com.

In your complaint, you stated you contacted customer service in April to

request disconnection of service. You

advise this has not been completed, even after a written request. You request disconnection of all services and

your account to reflect a zero balance.

Upon a thorough review of your account, you

contacted customer service on May 4, 2014 as you were concerned over your ever

increasing bill and to advise you had opted to activate service with a

different wireless carrier. In this same

conversation you requested termination of services. The representative advised the best time to

do this was on the bill cycle date. This

disconnection was not scheduled. You

received an additional bill for a full month of service and wrote on the bill

requesting termination and sent it back.

Unfortunately, this is a bill remittance address only and therefore your

written request was not seen nor addressed.

At this point, you requested assistance through the RevDex.com.

In the interest of

customer satisfaction, the three active lines on your Verizon Wireless account

have been disconnected effective immediately. All lines were out of contract so

therefore no termination fees were assessed.

Understanding the inconvenience this has caused, Verizon Wireless has

agreed to waive the full balance of the account, once the final bill is generated

in 3-5 business days.

Verizon Wireless

appreciates the ability to resolve your concerns. If you have any further questions regarding

this matter please feel free to contact me directly at ###-###-####. If you have any other concerns, Customer

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

Business

Response:

This letter is in reference to your recent

correspondence to the Revdex.com.

In your complaint, you stated you contacted customer service in April to

request disconnection of service. You

advise this has not been completed, even after a written request. You request disconnection of all services and

your account to reflect a zero balance.

Upon a thorough review of your account, you

contacted customer service on May 4, 2014 as you were concerned over your ever

increasing bill and to advise you had opted to activate service with a

different wireless carrier. In this same

conversation you requested termination of services. The representative advised the best time to

do this was on the bill cycle date. This

disconnection was not scheduled. You

received an additional bill for a full month of service and wrote on the bill

requesting termination and sent it back.

Unfortunately, this is a bill remittance address only and therefore your

written request was not seen nor addressed.

At this point, you requested assistance through the RevDex.com.

In the interest of

customer satisfaction, the three active lines on your Verizon Wireless account

have been disconnected effective immediately. All lines were out of contract so

therefore no termination fees were assessed.

Understanding the inconvenience this has caused, Verizon Wireless has

agreed to waive the full balance of the account, once the final bill is generated

in 3-5 business days.

Verizon Wireless

appreciates the ability to resolve your concerns. If you have any further questions regarding

this matter please feel free to contact me directly at ###-###-####. If you have any other concerns, Customer

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

Consumer

Response:

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

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

I received a E-mail from verizon wireless that said they would negate all charges, so I guess the matter is resolved unless they continue to bill me later. And I appreciate the help of the Revdex.com in this matter.

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.]

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

I received a E-mail from verizon wireless that said they would negate all charges, so I guess the matter is resolved unless they continue to bill me later. And I appreciate the help of the Revdex.com in this matter.

Regards,

Review: I had to file a Chapter 13 and an old Verizon account with the exorbitant added fees was added to the repayment plan. My case was dismissed after over a year of repayments. Instead of billing me separately for these fees, Verizon added this old bill to my current bill. I had 5 lines with Verizon for myself and my children. My phone bill went from around $400 to a staggering $1700. Further fees were added and it went to $2200. I notified Verizon bankruptcy department and told them that I would be refiling my case and they will be repaid through the planned payments and would like to keep my cell phones lines with them. We had these lines for over 10 years. After speaking to the rep I was not concerned about losing my lines. I was able to make payments on my current service but was unable to make the $2200 payment. After notifying Verizon that I would be refiling in order to repay them, they kept track of the online bankruptcy filings and cut my service off the exact same date that I refiled my case, adding fees of early termination on each line plus who knows what, raising my $400 bill to a staggering $3300. When I again contacted Verizon's BK department, the representative told me when I refiled, then said I would be unable to keep these lines and would have to reapply for service. When I told her that I had already contacted this department and discussed my situation, she stated there was no record of it. But it seems funny that she knew when I refiled and the extra costs were added on the same day. I cant believe a huge conglomerate like Verizon is another company who kicks their customers while they are down.Desired Settlement: I would like the exorbitant additional charges Verizon is trying to place on me through my planned payments. $2200 is staggering enough, $3300 is ridiculous, which was added on the same date of my filing which is 7/14/15. I would also like to have my cell phone service restored on all lines I had with them which was available on 7/13/15. We have Verizon phones and unable to use with any other service and cannot afford to buy new phones. I'm on a strict budget through the court system.

Business

Response:

Upon review of the account, Ms. [redacted]s account was disconnected due to non-payment of her bills on July 11, 2015. Verizon Wireless received notice of Ms. [redacted]s July 14, 2015, bankruptcy filing on July 17, 2015. Currently, Ms. [redacted]s account is still disconnected. I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I advised her she must contact the Verizon Wireless Bankruptcy Administration group at ###-###-####. Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 10:00 A.M. and 7:00 P.M. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] R. Executive Relations

Consumer

Response:

Review: 8[redacted]

I am rejecting this response because:I did receive a call from Verizon and am still very unsatisfied with their response. I receive absolutely no help from Verizon and I feel like I’ve been ripped off at the tune of nearly $3000. Spoke to a Verizon representative who gave me the number to the Bankruptcy Department who has absolutely no authority to do anything about my situation and this representative refused to do anything himself. My bill is exorbitant only because Verizon choose to close my five cell phone accounts instead of work with me, access disconnection fees for each number since it is in Verizon’s best interest to obtain this money through Chapter 13 payments without providing any service, and the company does not care about their customers and what people are going through. Big ripoff. I’ve had Verizon super high cost cell phone service for about 25 years and this is the thanks I get after I get huge cut in pay and had to file bankruptcy. The Verizon fees that were included was from an old account, but they added to my new account and caused me to lose my cell phones. Now I have five Verizon iPhones and cannot do anything with them. Verizon added an old bill to my current bill. Talk about kicking someone when they area down. This is not fair.

Regards, [redacted]

Business

Response:

I spoke with our Bankruptcy Administration Group to review Ms. [redacted]s account. They had received the bankruptcy filing notice and verified she was charged her last bill. A credit of $3,290.96 was issued to zero out her account balance. I then spoke with our Credit Operations department and her five lines of service were reactivated. As a courtesy, I waived the $25.00 per line reactivation fee. I spoke with Ms. [redacted] to address her concerns and the above findings. I advised Ms. [redacted] that if her bankruptcy filing is dismissed again, the $3,290.96 will be charged back to her account. I also advised her of the prorations that will appear on her next billing statement. 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 10:00 A.M. and 7:00 P.M. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] R. [redacted] R. Executive Relations

Review: When I started service with Verizon Wireless I was under the impression that with in the first 14 days I could cancel and/or exchange a phone. I spoke to a rep who insisted I would be charged 350 for cancelling one of my four lines and that I would have to pay full retail price if I wanted another phone. Again, as I said I was told when I first started service with verizon that I had 14 days.Desired Settlement: I would like to cancel one of my four lines and be able to exchange one of the three remain phones for another.

Business

Response:

Thank you for allowing Verizon Wireless to respond to the concerns expressed by Ms. [redacted]. In the complaint, Ms. [redacted] is stating she was advised the 14-Day Customer Guarantee had expired and she would billed an Early Termination Fee if she disconnected one of her lines. Verizon Wireless regrets any dissatisfaction this matter may have caused. Several unsuccessful attempts were made to contact Ms. [redacted]. Upon review of her account, I was able to verify the line was disconnected without penalty. Ms. [redacted] also was able to complete a device exchange. Should the Revdex.com have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:00 A.M. and 6:00 P.M. (PT), Monday through Friday. For any other account related issues, please contact Customer Service at ###-###-####.

Review: I switched from a shared 65 plan that was 450 minutes and 250 text and 2 gb service.I have been going over on my minutes, my wife uses the phone maybe 5 minutes per month.I went in the other day to find a way to save money and get more minutes.The person at verizon (rip off company) gave me an unlimited talk and text with 2 gb a month.I rarely ever hit 1 gb per month. and put my wife on a $15 30 min plan with a total bill of about $72 per month. Two days later I am getting an overage bill for GB. My plan showed I used .654 MB of data. HOW can I be in an overage position. The store employee said that is the way it is. I am not going to pay the overage and this is a complete rip off. I will fight this till I win.If you can get this overage returned $15 I would be so very happy.Thank you for your help [redacted]Desired Settlement: Refund the $15 dollar overage on my account that NEVER went over

Business

Response:

I

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

[redacted]. Per the correspondence received, Mr. [redacted] states after being advised

he had exceeded his data limit, he increased his data. However, after reviewing

his (invoice) he had not. Mr. [redacted] requests a $15 credit for data overages

incurred.

Our

records indicate prior to changing his plan, Mr. [redacted] had our 65 Plus Family Share Plan with 450 peak

minutes. He averaged twelve minutes of overages within the last three months. On

June 5, 2014, his plan was changed to include unlimited talk messaging and two

gigabytes of data.

Upon receipt of this complaint, I spoke with Mr. [redacted] and

expressed regret for any inconvenience. I advised the overage was due to minute

usage and the charges were accurate. However, in the interest of customer satisfaction;

I issued a credit adjustment of $15 dollars as a onetime courtesy. He

understands the credit adjustment will appear on his July 2014 billing

statement and considers this matter resolved.

Should the Revdex.com or Mr. [redacted]

have any questions, please call me directly at ###-###-####

between 8:00 a.m. and 5:00 p.m. (PST), Monday through Friday or she may contact

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

Consumer

Response:

all has been satisfied

Review: I purchased a router from Verizon Wireless store, [redacted], in 2014. Router dropped internet connection from the start. Connection was typically dropped numerous times in most afternoons. Presumably when the consumer load on the Verizon system was at an increased level. Verizon sent out field tech's at least twice. No problem with the hardware could be found. Verizon Tech II did witness and verify the problem as I explained it. Her best response was, "The unit and system are functioning as they are intended and since it is a cellular system I should expect the connection to drop at times." I do not agree with this opinion.I have since discontinued service for this one line which resulted in Verizon billing my account $140 in early termination fee. I still maintain a cell phone and notebook lines with Verizon which I am happy with.Desired Settlement: Issue credit to my Verizon account in the amount of $140.00. I am not asking for credit for all the months of service I paid for when the router was not functioning properly.

Business

Response:

Verizon Wireless 08/20/2015 This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 08/06/2015. In the complaint, Mr. [redacted] expressed concerns regarding the service he received on his 4G router. He stated he consistently experienced dropped connections, and Verizon was unable to rectify the issue. He is requesting credit for the early termination fee in the amount of $140.00. On 08/07/2015, the Executive Office spoke with Mr. [redacted] to bring closure to his device and billing concerns. After thorough investigation, our research validated there were no network issues found. However, Mr. [redacted] continued to experience the same issues, which was concluded to be a device issue. Based on our findings, the Executive Office agreed to honor Mr. [redacted]'s request for credit for the early termination fee. A credit for $140.00 was applied to the account immediately. Mr. [redacted] was satisfied with the resolution provided. Verizon Wireless appreciates the opportunity to respond to concerns. If you have any further questions or concerns, you may contact me directly at ###-###-#### Ext. [redacted] Monday - Friday between the hours of 7:30 AM – 3:30 PM EST. Sincerely, [redacted] L. 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: August of last year I became a verizon wireless customer. my service has been wonderful until I moved locations. In May of this year verizon wireless tech support informed me that I can cancel my services while getting the ETF fees waived. The support department told me I can purchase a network extender which would assist me with having better coverage in my house. I ordered the network extender and paid $133.74 (124.99+taxes). I received the device on 8.6.2015 and have no problems in my house what so ever. it works great.... Now it comes to the 133.74 charge.I am having medical issues right now and need to make sure I have enough money for other things besides my phone service. The last phone associate I spoke with agreed to give me a $35.00 credit which brought it down to under $100.00 which does help.If I was to cancel my service I would be responsible for 400.00 - which again verizon makes outDesired Settlement: I want a credit I dont believe I should be responsible for paying 133.74 to fix a network problem that has caused by verizon. If I cancel services then I have to pay additional fees (again verizon makes out not me).....

Business

Response:

On 08/14/15, I spoke with Mr. [redacted] and agreed to issued a credit for $50.00 towards the cost of the Network Extender. Mr. [redacted] had already received a credit for 50% of the cost of the Network Extender resulting in a discounted cost of $125.00 plus tax. The additional credit reduced the overall cost to $83.00 plus tax. Mr. [redacted] was satisfied with the resolution. Verizon appreciates the opportunity to address Mr. [redacted]’s concern. If he has any additional questions regarding this matter, I can be reached at ###-###-####. My hours of availability are from 10:00 AM – 5:00 PM Monday through Friday. Regards [redacted] Verizon 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: On 30 September 2014 my wife & I went to the Verizon Store [redacted] IA. for a issue with her phone. Once the issue was resolved the rep talked to us about a "FREE" Verizon Ellipsis 7 Tablet offer. We signed up for the "FREE" Tablets, each a $35. activation fee plus $10. monthly [each] charge. The 2 days after the signup I decided to return mine. Verizon has a 14 day return policy & if device is returned within 3 days activation fee is refunded. What was NOT explained to us during the sale/signup was the " Restocking Fee " of $70.00. Two Verizon employees assisted with this purchase and at no time did either employee mention this "Restocking Fee". The reply I got when I returned this device was: The Fee is stated on your receipt AFTER the purchase is made! Had I been aware of this I would not have entered into this transaction. When I ask why this Restocking Fee was not mentioned during the sale. The reply was simply, overlooked. I feel this whole transaction was extremely misleading. The " Restocking Fee " should have been made clear before any transaction was/is finalized.Desired Settlement: Simple, I want a refund of the "Restocking Fee". A letter of apology would not be out of line either. But I can live with a refund.

Business

Response:

I am writing in response to the complaint forwarded

on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains he was

billed a Restocking Fee for returning his tablet. He requests to be refunded for

the cost he was charged for returning his device. Verizon Wireless appreciates

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

Mr. [redacted] was billed a Restocking Fee for

$70.00 when he returned his Verizon Wireless tablet to his local store. Verizon

Wireless does assess Restocking Fees if a device is returned during the 14-day

Customer Guarantee, due to us not being able to sell the device as brand new

anymore.

I spoke with Mr. [redacted] to address his

concerns and the above findings. In an effort to provide a satisfactory

resolution, I offered to issue a credit of $70.00 to his account balance and he

accepted. 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 ###-###-####

extension 4020776 between the hours of 10:30 a.m. and 7:00 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 received a phone call around or on 6 October 2014, a representative from Verizon in reference to complaint ID [redacted] He made the offer for a $70.00 credit/refund to my account/bill by the business and find that this resolution is satisfactory to me. HOWEVER,, this transaction or resolve has NOT been made yet.

Regards,

Review: I have been a verizon customer since they bought out [redacted]. I have had three phone lines with them and decided to switch to smart phones after numerous calls to verizon about what is offered. I was told I could have the $45 plan with 250 megabytes of data and that m,y 22% discount would be applied to this plan. I asked about terminating my old phones and they said whenever I wanted to do it to just call and cancel those lines and they would credit the remaining days accordingly and it would just be credited to my bill. I set up two new lines each at $45 dollars a month and cancelled the other three phones the same day. When I received my bill I did not have the discount on either new line and when I called the new perason I talked to said that a discount could not be applied to this plan and through my frustartion she offered my an extra gibabyte of data on each line as I was a long time customer. When I received my next bill I was on the $60 dollar a month plan with 2 gigabytes of data for each phone. I called in and the new person I talked to said that they only can give the extra data on the $60 dollar plan. He said he was sorry but that is all he can do. I also asked about not getting my cfredit for the three lines I cancelled and he said he would correct that and a credit of $42.54 was supposed to be added to my account and he took the payment over the phone for the remaining balance. Now I received another bill and I called in again because I have a past due amount of $42.54 plus a $5 past due charge. The new person I taklked to said she did not see anything about a credit and I requested talking to a supervisor. The supervisor said that the information I have been receiving from their representatives is incorrect and I do not receive a credit, she stated I had access to those three lines for the remainder of the month, which I stated to her is incorrect they were disconnected and stated they had no service if you tried to use them.Desired Settlement: I would like verizon to correct this by giving me what their representatives said I was entitled to. They can give me my same line of service with my discount. They definately need to credit my account for the $42.54 and the $5 late fee. If verizon is not going to do anything then they need to cancel my 2 new lines and waive the termination fees as this is all the result of poorly trained representatives who do not know what they are talking about.

Business

Response:

I am writing in response to the complaint

forwarded on behalf of [redacted].

Per the correspondence received, Ms. [redacted] described dissatisfaction

with the lack of consistency in expectations of pricing when upgrading into

Smartphone’s. Mr. [redacted] contends he

was advised he could have a plan costing $45 with an Employee Discount. In addition, Mr. [redacted] is asking for

$42.54 s for three lines of service. Please

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

concerns.

Verizon Wireless provides an employee

discount toward the Monthly Account Access of $34.99 or higher. Regarding the disconnection, this occurs on the

last day of the bill cycle in order to eliminate prorated access and allowance

amounts.

Verizon Wireless sincerely regrets any

dissatisfaction this matter may have caused. On February 17, 2014, Mr.

[redacted] discussed the plan change with us and on the same date he activated

Smartphone’s and cancelled three other lines. On February 24, 2014, we advised

the More Everything 250 megabytes plan’s account access cost of $15 did not

meet the above mentioned guidelines to be eligible for an employee

discount. At this time Mr. [redacted] was

given a Loyalty plan for $60 monthly access cost.

I spoke with Mr. [redacted] on July 3, 2014,

and honored our previous offer with a credit of $240.00 to be credited to lines

ending in [redacted] and [redacted], totaling $480.00. I also provided a credit of $42.54

and waived a late fee of $5. Mr.

[redacted] was happy with the resolution provided.

If you or Mr. [redacted] has any additional

questions or concerns please contact me at ###-###-#### Ext. [redacted] during my

business hours of 9:00 a.m. to 5:30 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,

Review: I bought a iphone 64GB phone from Verizon store on 4/27 but after a few days I noticed that microphone on the phone wasnt working. I approached customer care on 5/10/15 and reported the issue and since the phone was within the 14 days of purchase, customer care shipped out a replacement (boxed /brand new phone) - order dt 5/10. Before the order was shipped the customer service agent said that he needs to charge me for the replacement phone being shipped and charged me full price $320.99 to my VISA card. He assured that is this standard practice and also confirmed that the charge in total will be refunded after they receive the original defect phone back from me. Along with the order, I was sent our a return label with USPS tracking code. I used this tracking label and shipped the defect phone back to Verizon on 18th May. Verizon has confirmed that the shipment was received on 22nd May at their warehouse and refund was processed on 29th. Its been more than a month since the phone was returned but I am still awaiting full refund of the amount that was charged to me VISA card. I have spoken to numerous agents and also escalated the matter to floor supervisor more than once, each time I have been promised an action but of no consequence. So, far there have been 2 ITTS tickets were raised (internal incident tickets ) - ITTS # [redacted] was open on 6/10 with a closure date of 6/15, ITTS # [redacted] was open on 6/17 with a closure date of 6/24 both havent yielded results. I was promised there will be a follow up call to make sure I have a resolution but the follow up call never happened. I was even promised a compensation for the delay/inconvenience but since the agent didnt notate on my account , I cant establish it.I have spent more than 15-20 hours on the phone to get back money which is rightfully mine but hasnt worked out. Each time I call and speak to an agent, I need to start from the beginning and explain details in its entirety . The agents are not recDesired Settlement: I need the $320.99 refunded in full immediately and along with that I need to be compensated for the time/effort that I have put in. Verizon has caused frustration, inconvenience and has to be penalized for misdeeds.I am now demanding a compensation to the tune of the order amount i.e. additional $320.99 to be included in the refund.

Business

Response:

[redacted] contacted the Revdex.com regarding charges that he received from a replacement device that he ordered. The customer purchased a new device and when he received it, it was not working properly so there was a worry free guarantee brand new device that was sent to him. Mr. [redacted] was charged for both devices, that he has since been credited for. All adjustments that the customer were due have been applied to the account and I made him aware of that. The customer stated that he was offered a courtesy credit because of the issues that transpired, although I did not see any remarks pertaining to this I did offer the customer a courtesy credit of $50.00. Mr. [redacted] did accept the credit and was satisfied with the resolution that I provided to the customer. There are no further actions that need to be taken regarding this.

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: On the date of contract, a Verizon representative informed me that I was entitled to a "discount" as I am a retired police officer. The representative scanned my retired I.D. and documents and they were forwarded to Verizon Wireless.To date, my discount has NOT been applied. I have repeatedly called and discussed my account and why the discount was not applied. I was informed that Verizon does not recognize police retirement for a discount. Then, I was informed that if I was former military I would be eligible for the discount. I produced my [redacted] and a representative scanned it at the Verizon Wireless store (Waterloo, Illinois). I am told now that I am only eligible for the military discount and that $30.00 would be applied to my account however; not retroactive from 09/10/2014.Desired Settlement: Since I was "misled" by Verizon on the police discount and after 10 months of trying to get my due discount now for past military, I feel that I am entitled to full restitution of the discount from September 10, 2014 until present. And, for the duration of my contract. I feel that Verizon Wireless has "misled" me with inaccurate and fraudulent practices to gain me and my wife as a customer.

Business

Response:

The Executive Office spoke to Ms. [redacted] on 6/23/2015. She stated that she was disappointed in the amount of time it to get the employee discount added to their account. Our office offered to credit her account $62 for the months that the employee discount was not added. We advised that the employee discount has been added to the account as of 6/15/2015 and it will appear on her next billing statement. Ms. [redacted] stated that she spent a lot of time on this issue and requested that more be done for her account than the $62 credit.Our office applied an additional credit of $100 for the inconvenience that this matter caused. Ms. [redacted] accepted the credit offers as resolution to this matter. Ms. [redacted] stated that she received a phone call from an outside company stating that they have received her husband’s personal information. Our office addressed Ms. [redacted]’s concern regarding where her information was sent and advised that we will handle internally. Verizon Wireless appreciates the opportunity address your 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 8:30 AM and 4:30 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.

Regards,

Review: We recently moved to our new address and have constant dropped calls and calls that go straight to voicemail. Verizon's map shows that they have coverage at our address. I spent approximately two hours with customer service and experienced numerous more dropped calls while patiently waiting for the issue to be addressed. I attempted to make contact via a Skype call, however Verizon does not allow contact on other than the customers cell phone, making communication impossible due to their poor service. I was finally put through to a network engineer who started a work order, but once again the call dropped. He left a voicemail saying simply that he cannot get through to me so I can call back later and start the process all over! No contact information provided to call him directly. Verizon admits they have network problems but are not making an effort to resolve them.Desired Settlement: One of the following in order of preference;1. Fix the network issue so that we have reliable cell phone service as shown on their map.2. Provide us with a WiFi network extender at Verizon's expense.3. Release us from our contract with no ETF so that we may find reliable service at our residence.

Business

Response:

June 3, 2015

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] states he moved to a new area and is experiencing poor coverage and dropped calls. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

Verizon Wireless cannot guarantee service inside any building. Even within a Coverage Area, many things can affect the availability and quality of service, including network capacity, device, terrain, buildings, foliage and weather. Network Extenders are available for purchase to improve service indoors.

I have made several unsuccessful attempts to contact Mr. [redacted] to address his concerns. I have submitted his case to our Technical Advisory Group (TAG) for further troubleshooting. On May 28, 2015, TAG determined a Network Extender would benefit Mr. [redacted]. I offered a 50% discount on a Certified Like New Network Extender via email. As of June 3, 2015, I have not been able to connect with Mr. [redacted] Due to lack of contact, Verizon Wireless considers this matter closed. Mr. [redacted] is welcome to contact me directly for further assistance.

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

Sincerely,

[redacted] M.

[redacted] 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,

I was a loyal customer for over 4 years. I live in San Francisco and should have very strong signal, but in March of 2015 have experienced a serious decline in the signal strength in my home office. The signal was so bad that I couldn't make calls anymore, which was troublesome because I work from home and need my phone for work. I called in and reported the problem and was told to bring the phone in for evaluation. I went to an Apple store, as it is an iPhone, and they gave me a new phone. When I went home the signal was still just as low. Given I cannot use the phone for work I changed to a competitive service that works great. When I tried to file a complaint I was told that since I was no longer a customer no complaint could be logged and when I asked to speak with a manager was told that managers no longer speak with people calling in and that I should try to go into a store. I spent well over an hour being transferred to many different departments (customer service, technical support, customer relations) before giving up as they clearly had no interest in resolving the issue.

I canceled my contract after the 2 year limit was up in June 22 ,2015. I was called in July about edge phone I owed money on. Got in contact with Leslie on July 28, 2015 who explained I had to pay off the phone in order to successfully have everything from my contract paid off. I paid the remaining $323.00 I was told I owed for the edge plan since I no longer was on contract with Verizon and no longer using the phone. October rolls around and suddenly I owe 109 and another 223.00 for a phone I believed I had paid off and was no longer in use because I was told on July 28, 2015 that after I paid the 323.00 I would be done and all lines would be disconnected and I would no longer have to deal with Verizon. In conclusion I'm being asked 3 months after I believed I was done with Verizon to pay more! Makes no sense.

Review: Started service about April 2013 with both Home service(no contract) and Hotspot. I ended service in October of same year. after service ended l received an overpayment check from Verizon. Then in June this year I received a bill of $484 from Verizon. Seems they restarted "Service" without notifing me, and without me utilizing their "Service" . I was billed for service Feb-May. For "Service" that was not used or requested. after hours on the phone to get this resolved l was routed to their collection dept where they would give me a $50 discount on my bill should l pay it today. Verizon admits this service was never used in 2014, the time for which l am billed. the home phone service work only part-time, would have to repeatedly dial numbers to get call to go through. and it was not compatible with home secrity service. The Hotspot was not 3g as promised. was impossible to download video. Even Facebook will not show pictures, only print. service saw very slow at best, nonexistant frequently.Desired Settlement: Payment for not requesting service restarted, or for not utilizing service, and for not notifing me l had a service should be just that, zero.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to the above referenced. Mr. [redacted] expressed concerns about the management of his account and billing. Upon receipt of this complaint, I sent Mr. [redacted] an e-mail and I advised as such. He replied and I am pleased to inform that his billing concerns have been addressed and resolved by our customer care. Mr. [redacted] has my contact information and will reach out to me if further assistance regarding this matter is needed. Verizon Wireless will consider this matter closed until further contact.

If you have any further questions regarding the

above information, please contact B[redacted], West

Area Executive Relations directly at ###-###-#### or 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,

I accept and thank Mr [redacted] for his kind response. His decision also determined wheather or not l would again be a Verizon customer. I wish to thank Mr [redacted], [redacted], and [redacted]r of The Revdex.com. I also want to say the frequent calls from Verizons Collection company has also ceased.

Review: In February of 2013, after receiving a replacement phone, I began having issues with my phone/bill where I was suddenly charged with data overage charges. Never having an issue in the past with my data I began calling Verizon Wireless to determine the issue. After dealing with poor customer service and never receiving call backs, the issue was finally fixed in June 2014 when a Verizon Wireless Customer representative suggested a new SIM card for my phone. In that time I have accrued over $210 (I was able to view bills from May 2013 until now) of overage charges that were wrongfully charged to my account. I have since called Verizon Wireless to have these charges reimbursed and have been rewarded with a measly $25 and a cheaper monthly plan. When asked about the rest of the money Verizon Wireless has told me that it's been too long and I should have called sooner about the issue. I believe they are stealing money that is rightfully mine and placing wrongful blame on me, the consumer.Desired Settlement: All wrongful data overage charges dating back to February 2013 reimbursed.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to Ms. [redacted]’scomplaint. In the complaint, Ms. [redacted] disputes her data usage dating back to May,2013. Sherequests a refund of $210 to her Verizon Wireless account for data overages that were accrued.Verizon Wireless regrets any dissatisfaction this matter may have caused.In an effort to provide a satisfactory resolution, I offered to credit her Verizon Wireless accountfor $100. Ms. [redacted] accepted the offer and 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 9:00 a.m. and6:00 p.m. (PST), Monday through Friday. For other account related issues, please contactCustomer 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: On Dec 5 2014 I called "again" to have a late charge waived on my account due to an error with my automatic billing which was to be waived a month earlier. When questioned what line the late charge was on, I replied I've only had 1 service line in all the 17+ yrs with Verizon Wireless. Apparently, and unknown to me, someone had added 2 YES 2 lines onto my account the day before (12/4/14) without my knowledge, authorization or verification. When I spoke with their fraud dept, they gave me some line about identity theft and fraud, however I don't believe that is the case. There was never a credit report pulled to add 2 lines (which should have been done since I've been with them a very long time and my credit might have changed) nor was I contacted by phone or text to approve any changes to my account. I spent over 2 hrs on the phone with verizon Wireless trying to speak to someone, with hold times, and being transferred and disconnected. They made it such an inconvenience for me to access my own account. I was able to suspend the 2 lines online which were added long before I even spoke with their fraud dept. I have lost trust in this company and felt the need to switch my service to another provider which was a huge inconvenience but felt my information was no longer secure with their company. I feel they should have alerted me in some way, text, phone call when 2 lines were added to an account after 17+ yrs of only it being a single line account.Desired Settlement: I am not seeking anything monetary or feel I should be compensated in anyway, however I do feel they should have taken some sort of action when 2 lines and 2 brand new expensive phones were added and billed to my account. If I wouldn't have caught this the following day they were added I could have had a real mess on my hands. It's hard enough to get a representative at Verizon Wireless to waive a late charge.

Business

Response:

Per the case remarks, [redacted] D. spoke with Ms. [redacted] on January 16th. The below remarks were left on the account: Ms. [redacted] has a credit balance of $8.80 therefore I submitted ticket number [redacted] on January 9, 2015 to our treasury team so that she may receive the credit balance in the form of a check within the next 2-4weeks. On behalf of Verizon Wireless we apologize for any and all inconvenience this matter may have caused.

Consumer

Response:

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

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

Regards,

Review: I am hearing impaired and have trouble with phone calls as far as hearing. Verizon has chat lines, but I do not get good service with this option. I tried to find an email to voice my issues, but could not find one. I used the only option open to me, writing a letter to a place provided in Connecticut. I wrote this letter in September 2015. To date, I have not received a reply. I feel like a prisoner of my phone plan. In all my dialogue with Verizon, I find the representatives have one goal. To sell me something. I do not feel as though I am helped with my problems. My local store visited is on [redacted]Desired Settlement: First, I would like a written reply. Second, I would like the solutions provided accepted by Verizon as of September 2015. Third, I think Verizon should be fined heavily for failure to provide a service provided.

Business

Response:

Upon receipt of the correspondence, Verizon Wireless contacted Mr. [redacted] regarding wireless account number [redacted]1-[redacted]. Mr. [redacted] stated he would like to communicate through written correspondence. We informed Mr. [redacted] wireless number ending in [redacted] was disconnected as of December 22, 2015 and an equipment buy-out credit would be processed on the line. Additionally, we informed Mr. [redacted] of options of doing a mobile telephone number change for wireless number ending in [redacted] and the contract end dates for the lines on the wireless account. An account analysis was performed informing Mr. [redacted] he is on the best calling plan for his wireless needs and he was satisfied with the outcome.

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.

Please note that the phone credit for line [redacted] was effective Dec 22, 2015. My son died on August 5, 2015. My letter,, my only means of communicating, was sent in early September. This is quite a gap.Additionally, I received no explanation for the many texts I received over a two to three month period about my data being at the limit. I did not that my granddaughter received a new Droid about that time. I received no explanation from Verizon or through my complaint.

Regards,

Review: first of all,verizon lied to me about the cost of the service. I told them that I was paying about one hundred dollars a month for land line phone and internet, and they told me they could save me money. when I got my first bill, It was three times that amount. They sent me a letter saying I had signed up for paperless billing, and it took 2 months to get that dropped. In the meantime they suspended my service. My next bill was due on Oct 7 2015, but was not received until 20 Oct 2015. They are charging me late fees for a bill they didn't send me on time. When I try to resolve these problems with them on the phone, I am transferred from pillar to post in their system.Desired Settlement: I would like to return all the devices belonging to Verizon, and have the contract cancelled. I would be willing to pay whatever charges may be incurred just to be done with this company. They have continually lied to me from the start, and have billed late in order to collect late charges.

Business

Response:

Verizon Wireless reviewed Mr. [redacted]’s account I found that he has three lines of service with Verizon Wireless on a 6GB More Everything calling plan. In speaking with Mr. [redacted], he expressed concern with the monthly cost of his service because he was informed that he would pay around what he was previously paying which was about $105.00 for phone and internet. I reviewed Mr. [redacted]e’s account and found that currently his monthly service cost is approximately $127.50 with all of the services he currently has. To resolve this matter, I agreed to cancel the tablet device and waive the applicable Early Termination Fee considering that Mr. [redacted] returns the tablet to Verizon Wireless. A return shipping label was mailed to Mr. [redacted] at the mailing address Verizon Wireless has on file. Additionally, Verizon Wireless agreed to credit $85.00 in charges associated with his October billing statement as a result of reconnect fees, bill reprint fees, and the tablet line access. We advised Mr. [redacted]e that going forward his monthly cost will be approximately $117.50 plus tax which he was satisfied with. Verizon Wireless appreciates the opportunity to address and resolve Mr. [redacted]’s account concerns. Should you have any additional questions or concerns regarding this matter, you may contact me at ###-###-####, ext. 2143749 between 9:00am -5:30pm EST, Monday through Friday. Sincerely, [redacted] D. 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]