Verizon Wireless

Review: In July, while upgrading a cell phone, a Verizon Elipsys tablet was offered at no cost and approximately $20/month for the line fee. The extended warranty was declined and the device was added to my Verizon account. Less than a month later, the device was broken. I called Verizon to request one of two things - replacement of the tablet at no cost, or to waive the two year contract/early termination fee on this device. I have been a Verizon customer for years, and hoped they would value my continued business with them and work with me. Verizon was unwilling to provide either of these options, even though the original device was given free. Nor were they willing to waive the contract and early termination fee - which would cost Verizon nothing, but for me will be $650. In the course of more than 45 minutes of call time to "Customer Service", and talking with 5 people, I was told repeatedly that there was nothing Verizon could do to help me. At one point, "Tech support" suggested I take it to a local repair shop. One of the people I talked with, the most "senior" of the five people I talked with, was somewhat confrontational in her/his approach with me. Even though I offered a NO COST option to Verizon, they were not willing to work with me at all.Desired Settlement: I would like Verizon to replace the tablet, at no cost to me. Second option would be to have the contract/early termination fee waived on this device.

Business

Response:

October 22, 2014

This letter is in response to the recent complaint by [redacted] J[redacted] received by Verizon Wireless on 09/09/2014. In the complaint, Ms. J[redacted] states that she received a tablet for free and less than a month, the device was broken. Ms. J[redacted] is requesting to receive a free replacement or be released out of contract.

Upon receipt of the complaint, a review was completed on account [redacted] Per our records, Ms. J[redacted] reported the device broken on 09/04/14. Verizon Wireless will offer Ms. J[redacted] two options for a resolution for the tablet. The two options were to of receive a replacement with the understanding a damaged device fee will be charged or be released from contract.

Verizon Wireless corresponded with Ms. J[redacted] via email of gncj[redacted]@gmail.com per customer’s request and advised the options. On 09/24/14, Ms. J[redacted] accepted to be released out of contract. Verizon Wireless offered to honor the release of the contract due to tenure and cost. Ms. J[redacted] expressed satisfaction with the resolution.

Verizon Wireless appreciates that opportunity to respond to all concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly at ###-###-#### or toll free at ###-###-#### Monday through Friday between the hours of 10:00 AM and 7:00 PM ET.

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,

[redacted] J[redacted]

Longmont, CO Corporate Store: Ryan, very unfriendly and disrespectul. Was obvious he didn't want to handle my trade-in for better business. This store has a low rating and I certainly understand. I try to stay and buy local but not at the cost of lowering my values. Won't be shopping here. Orchard mall in Thornton is where I will give my business and highly recommend that strore.

Verizon wireless has bad customer relaions.....

I moved to Verizon from Sprint two months ago.
It was a mistake. Please be careful in regards to Verizon and their overage schemes.
When I purchased my phone the sales rep offered me a great deal on an additional tablet. Both the tablet and the phone uses data. The first month I only used 1/10th of the data. During the second month my tablet was inadvertently moved to 4G even though I have wifi. Once the phone moves off a wifi network and starts using 4G you will be sent a notification text asking you to pay $10 to add data. If you don't, Verizon will automatically charge you $15 for an additional gig of data AUTOMATICALLY. The system does not give you the option to just shut down the data.(by default)
I encourage anyone switching to Verizon to be extremely careful and take the time to understand your phone and the ramifications of using the Verizon 4G network. Truthfully, if I had to do it again I would have stayed with my previous provider. I have found them to be much more flexible when it comes to reasonable overages credits especially during the first few months of acquiring and learning a new phone and it's options. I'm looking forward to completing my contract so I can move back to my old providers.

Review: On 3/29/14 I stopped into Verizon Wireless at [redacted] to ask why every time I go on vacation in Jamaica my wireless bill is very high. I spoke with a sales rep named [redacted]. He explained that I needed to shutoff my roaming when traveling because it automatically goes into roaming. While I was there he suggested I purchase a Jetpack. He said it would work in Jamaica for internet access and it is more secure than the resorts internet access .He said it would be a additional charge of $20 dollars a month on my account. I agreed to purchase it.Three weeks later I returned to Jamaica and tried to use the Jetpack. This was the first time I tried using it since I purchased it. I could not get the Jetpack to work. Several weeks later I returned to the store to find out why I could not get it to work in Jamaica. [redacted] was not at that location that day so I spoke with a different sales rep, I think his name was [redacted]. He told me the Jetpack doesnt work in Jamaica. He said I should call the rep that sold it to me. I called [redacted] on that day at ###-###-#### and told him what the other rep said about it would never work in Jamaica. I told him he sold it to me under false pretense and I wanted to return it and cancel my contract and not pay a early termination fee. [redacted] denied he said it would work in Jamaica and hung up. I called [redacted]s boss [redacted] at ###-###-#### and I explained what was going on. He said he would call [redacted] and have him make arrangements to have it returned. Time passed and I heard nothing. I called [redacted] and he said he submitted paper work to have it returned. He said he would call me when he heard something.Weeks past. On several occasions I tried to call him. I finally called his boss and left a message to find out what was happening. About a week later [redacted] called and he said the paper work was approved but dont return it till I hear from him. Weeks have passed.On 6/24/14 I went to the Verizon store and spoke to sales rep [redacted]. I wanted to cancel my IPhone because the contract was up. I purchased a regular phone. I told him I didnt need a smart phone. Shortly after my purchase I received a call from Verizon to see how I liked my phone. I told him the phone was fine and explained what was going on with the Jetpack. He said he could not find anything about the Jetpack and would inquire about it and get back to me. Heard Nothing.On 7/29/14 I spoke with [redacted] from the [redacted] Call Center about my bill. I was being charged $20 dollars for Jetpack service and also $30 dollars for More Everything Data which you have to have with the Jetpack. They were two separate charges. Originally [redacted] told me the Jetpack was $20 dollars a month but never said anything about the $30 dollars a month charge I also needed. I put the Jetpack under suspension so I would have to pay the monthly charge until the issue is resolved. Charges have resumed and nothing has been resolved. [redacted] agreed to remove the charges on my bill for this month. He also changed my account so that the two charges are combined. He said they should never been separate. I didnt tell him to do this. So [redacted] lied again saying it was only $20 dollars for the Jetpack when in fact it was a total of $50 dollars. I feel being a senior citizen I was being taken advantage of.[redacted] said it should never take this long to resolve a problem. Everything is done electronically. No paper work is needed He took down all my info and said he would look into it.PLEASE HELPDesired Settlement: Cancel service with no early termination fees. Credit for purchase of Jetpack.

Business

Response:

This letter is in response to the recent complaint by [redacted] received by Verizon Wireless on 08/07/2014. In the complaint, Mr. [redacted] states that he was informed that he would be able to use his jetpack while in Jamaica. Mr. [redacted] states that he was given false information and requests to return the device without penalty.

Upon receipt of the complaint, we reviewed our records for account [redacted]-1; mobile ###-###-####. Per our findings, we have determined that Mr. [redacted] was given inaccurate information pertaining to the usage of jetpack. Because incorrect information was provided, Verizon Wireless will allow Mr. [redacted] to return the jetpack and disconnect the service without penalty.

Verizon Wireless spoke with Mr. [redacted] on 8/13/14, to inform of the steps to return the jetpack. On the dates of 9/4/14 and 9/5/14, we followed up with Mr. [redacted] to ensure the device has been shipped to the warehouse. Verizon Wireless advised Mr. [redacted] the line has been disconnected, and a credit adjustment of $114 was applied to his account. We are pleased to report Mr. [redacted] was satisfied with the resolution.

Verizon Wireless appreciates that opportunity to respond to all concerns and apologizes for any inconvenience this [redacted]er may have caused. If you have any further questions or concerns, you may contact me directly at ###-###-#### or toll free at ###-###-#### Monday through Friday between the hours of 10:00 AM and 7:00 PM ET.

Sincerely,

Executive Relations

Consumer

Response:

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

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

Regards,

Review: THE VERIZON WIRELESS STORE LOCATED AT [redacted]EP., NAME [redacted]y, SIGNED ME UP WITH EDGEPLAN BY GIVING ME AN INCORRECT INFORMATION WHICH THEY TRIED TO SELL SANSUNG GALAXY NOTE 3. This rep., told me that I only need to make 10 payments of $19.99 then the phone will be mine, so why not get the better one when there's such a good plan is available for me. However, this was a lie, and I found out as soon as I checked my online account with changes made. I was already been billed for $620 under payment plan and not for 10 installments but until its paid off. I went back to the store and had to argue and fight with this rep., and finally the rep., said she will go ahead and cancel the entire edgeplan contract and restore plan back. However, this store never cancelled the contract and plus billed me for the device when I never actually got the samsung galaxy note 3 from them because it wasn't in stock. I called verizon wireless customer service on or about 6/5/14 and spoke with supervisor immediately and explained the whole situation I was in. I was told by the supervisor that he is going to claim this store and will have everything cancelled for sure. However, it was never taken care. I called verizon again on 07/05/14, had to explain entire matter again to a different rep., and I was told this will take 24hours for the information to be updated and apologized about the previous rep., who did not do the job right. Then after, when I received a monthly statement, it was still the same and nothing has been changed again. I called again on or about 08/02/14. The rep., said the edgeplan is not cancelled for sure and she is going to have the confirmation from her supervisor and will get back to me to complete the rest and that will be within 24 hours again. However until this date no changes had made to my account and no one called or tried to contact me from verizon. My current bill shows almost $300 because of this and also still under edgeplan remainig bal of $620.Desired Settlement: I am being billed for such device (SAMSUNG GALAXY NOTE 3) when I never got the device.I am slso being billed for the price of the device under such plan (Edgeplan), when the plan contact was supposed to be cancelled.I WANT VERIZON TO FLATLY CANCEL THE EDGEPLAN.I WANT VERIZON TO REFUND ALL DEVICE CHARGES FOR LAST COUPLE MONTHS.I WANT VERIZON TO REMOVE ALL RELATED CHARGES TO THIS EDGEPLAN DEVICE AND PLANS.PLEASE help me to resolve this issue with verizon as soon as possible.

Business

Response:

August 20, 2014

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains that she visited the 4G Wireless store, an Authorized Verizon Wireless Retailer, in [redacted], on June 10, 2014 to activate a mobile device. Ms. [redacted] states she was offered the Edge Upgrade program instead of activating her phone. Ms. [redacted] states she was misinformed about the Edge program and when she returned to the store to attempt to cancel the Edge agreement, she had a negative customer experience, and the Edge agreement was never canceled. Ms. [redacted] is requesting that Verizon Wireless cancel the Edge agreement and refund all charges. Verizon Wireless sincerely regrets any inconvenience this matter may have caused.

Our records indicate that Ms. [redacted]’s wireless number ###-###-#### had an Edge agreement active that originated from the [redacted], 4G Wireless store on June 10, 2014.

I spoke with Ms. [redacted], who translates for Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I agreed to cancel the Edge Agreement, and apply a credit adjustment totaling $650.00. Additionally, I advised Ms. [redacted] that feedback would be submitted to the Retail store. Ms. [redacted] accepted the offer and stated she is satisfied in the resolution provided, and had no further concerns.

Should the Revdex.com, Ms. [redacted] or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 7:00 a.m. and 3:45 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

Executive Relations

Consumer

Response:

Hello,

This is to inform you that the issue has been resolved and finalized today as of the 3rd of September 2014. Thank you!

Review: The terms and fees of my Edge Plan were not fully disclosed to me prior to the initiation of my plan change. Being as I do not regularly review phone contracts and am not in the business of selling cell phones and service plans, I asked the sales associate helping many times how much I would be paying in total, both for my first month's payment and my consequent payments thereafter, specifically, I asked, "If I am not required to pay anything for the phone or plan today, how much will my first bill be?" He quoted an amount of 120.98 for my first month's payment. He did not disclose the amounts of taxes, additional plan change fees, additional line set-up (for a line I told him I did not need, but he insisted would be the same cost), and the terms of the Edge Plan, which essentially mean I pay for over half the retail price phone and then must turn it in to get a new one, or continue payments for the full retail amount in order to keep it.Two weeks later, I return to exchange my phone because I didn't like the model I got. The new agent tells me there is a discrepancy on my plan and it was not input into the system correctly. He says he will fix it, but the bill will appear to be much larger at first, nearly $300. He says that it may appear that way, but to wait a week or two for it to adjust. It never adjusted, and I when I came to ask why, he claimed that the $261 was the correct amount, according to his manager. I explain that I would never have switched plans and added the tablet line had I know my first payment would be over $100 of the quoted amount the first agent gave me. He says he can do nothing. I come back a few days later, to talk to a manager, and after I explain, he concedes that they should have disclosed the additional fees before having me sign onto the plan, but that he can do nothing. Over a three months' worth of calls (from me to them), I was told over and over someone would call back with a solution. Last time I called, they say there was nothing they could do at all.Desired Settlement: I simply want to be put on my previous plan and have the tablet removed, with no termination fees applied. I have offered to return the tablet (a "gift" from Verizon for signing up in May) pay for my phone as I would have if I had stayed on my original plan. I ask that my payments since then be applied to this new plan and I would pay the difference, if any. Everything stated here was put in written form and sent to Verizon Wireless on June 23rd, after store managers said they could nothing.

Business

Response:

August 22, 2014

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains she was misinformed about the Edge Upgrade Program. She requests to have the agreement terminated and placed on her previous plan. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.

Our records indicate Ms. [redacted] upgraded her phone on May 5, 2014, using the Edge Upgrade Program. Ms. [redacted] also added a new line of service for a Tablet. Ms. [redacted] was provided confirmation letters about her transaction on May 9, 2014.

I spoke with Ms. [redacted] to address her concerns and the above findings. I apologized for any errors Verizon Wireless made on her bill and provided a $48.33 adjustment to her account. In an effort to provide a satisfactory resolution, I provided her with an additional gigabyte of data per month for 12 months, $10.00 off for the next 12 months, and terminated the Edge Agreement with the acceptance of a one-year Service Agreement. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 7:00 a.m. and 3:45 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted].

[redacted].

Executive Relations

Consumer

Response:

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

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

Sincerely,

Review: Global Data charged $900.00 for 20mgbshould be $20.00 for 100mgb Dear Verizon supportI call Verizon few days before to go to my vacation 0n Dec/2104 to Tahiti country, I asked what type of global data package Verizon can offer me, she asked when I am going I told her We are going to Tahiti country and bora bora, She told me take Global package 100mb for $25.00When we came back we got statement and $900.00 charge for 20 mgb usage.I called many times to Verizon, They do not want give me credit.Desired Settlement: Dear Verizon supportI call Verizon few days before to go to my vacation 0n Dec/2104 to Tahiti country, I asked what type of global data package Verizon can offer me, she asked when I am going I told her We are going to Tahiti country and bora bora, She told me take Global package 100mb for $25.00When we came back we got statement and $900.00 charge for 20 mgb usage.I called many times to Verizon, They do not want give me credit.

Business

Response:

I reviewed the account and found that the feature was added on Mr. [redacted] account on December 19, 2014. Mr. [redacted]arn started getting alerts that he was going over on December 23, 2014 and spoke with [redacted], who advised that the data usage in Tahiti is pay as you go. The feature was removed and a follow up was set to issue credit for data overages. On January 30, 2015 the follow up set by [redacted]) was closed without speaking with Mr. [redacted]arn or issuing the promised credits. In the interest of customer service. I issued a $887.42 credit for the data roaming charges reflected on the January 2015 billing invoice. mr. [redacted]aran was satisfied with the resolution.

Consumer

Response:

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

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

Regards,

Review: Was led to believe that I could purchase new phone and trade in previous phone for credit. After return period for new phone ended, now told that will be charged for not returning previous phone and will not receive any credit for returning.Desired Settlement: Requesting either removal of charge for not returning device or expected credit for return of previous phone.

Business

Response:

December 22, 2015Attention: [redacted]Revdex.com of New Jersey1262 Whitehorse Hamilton Square Road,Building A, Suite 202Hamilton, NJ 08690Re: Case No. [redacted] / Account No. [redacted]Dear Ms. [redacted]Thank you for allowing Verizon Wireless the opportunity to respond to Mr. [redacted] complaint. In the complaint, Mr. [redacted] expressed concern regarding the inability to submit his device to receive the trade-in value, due to the requirement to return the device as part of the early upgrade processed online for mobile number ###-###-####. Mr. [redacted] was billed $329.00 early device payment non-return fee for mobile number ###-###-####, as the expected device was not received. Mr. [redacted] is requesting a credit for the non-return fee and to receive the trade-in value for the device.I spoke with Mr. [redacted] to address his concerns and the above findings. I advised we are unable to honor both the trade-in program and the early upgrade for the same device. To offset the missing trade-in value, I offered a courtesy credit of $100.00 but Mr. [redacted] declined. In effort to resolve this matter, I increase the credit offer to $175.00 to offset the non-return fee and allow him to keep or trade-in the device. Mr. [redacted] requested an additional credit of $40.00 for the tablet activation fee and the $70.00 tablet restocking, if he decides to returns. I offered to credit the $175.00 and the $40.00 activation fee for the new tablet line. Mr. [redacted] accepted my offer and is satisfied with our resolution. The Executive Office considers this matter closed.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. (MST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.Sincerely,[redacted]Executive Relations

Review: Verizon Wireless was running a promotion of trading in your old iPhone for a $200 promotional credit with the purchase of a new iPhone 6. Per the rules on the trade-in, one would have to request the trade-in materials by 10/1/2014, which I performed on 9/29/2014 (I have e-mail documentation) and the trade-in materials would be received within 5 business days (in my case should have been on or around 10/4/2014). After my trade-in materials were not received after 5 days, I contacted Verizon Wireless about it, and they stated that due to the overwhelming demand the shipping materials were delayed and it would not affect your eligibility (again, I have e-mail documentation). I finally received my trade-in materials on 10/16/2014, and promptly completed the steps necessary to deactivate my old iPhone (I have photo and video documentation). I placed the pre-paid trade-in envelope in the mail directly at the [redacted] on 10/18/2014, with the understanding that I would receive my promotional credit within 4-6 weeks on the date I sent the package out. Today is now 12/9/2014, more than 7 weeks after I placed the package in the mail. I have contacted Verizon Wireless by e-mail (again, I have documentation) and numerous times via their ###-###-#### number. Every time I have contacted Verizon Wireless during this time, I am either unable to receive a straight answer or given a different answer by different people. During calls when I asked to speak to a manager, the customer service representatives become irritated and refuse. As a long-time Verizon Wireless member, it is appalling at how horribly this promotion has been run.Desired Settlement: I would like to receive my $200 promotional credit/gift card immediately from Verizon Wireless.

Business

Response:

This letter is in response to the recent rebuttal by [redacted], received by Verizon Wireless on December 13, 2014. In the complaint, Mr. [redacted] expressed dissatisfaction with the delay receiving a Verizon gift card related to the iPhone 6 trade-in promotion. Upon receipt of this complaint, a thorough review was completed. Our research indicates the submission ID[redacted]did not show a record of being received by the Verizon Recycling Vendor. On December 10, 2014, the vendor was contacted and the submission was requested to be canceled, as a courtesy credit was extended to Mr. [redacted] for the value of the trade-in, $200. The Executive Office expressed our offered resolution with Mr. [redacted]. This offer was accepted and the concern deemed resolved. Verizon Wireless appreciates the opportunity to respond to all concerns and regrets any inconvenience while resolution was sought in this matter. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 8:00 AM and 3:30 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.

I would like to thank Verizon Wireless for their quick resolution to this complaint.

Regards,

Review: I was told I could switch from my android to an iPhone for the same monthly fee.The next month, my bill went up over $30/month. Had to make numerous calls and visits with Verizon reps; finally got my bill at least down to $76.Next I was told that the new plan was set up for me to pay off my phone or lease it over 2 years. I opted to pay $455 for the phone ,since I was told by several reps that my bill would then be deducted by $18/ month and minus another $850 for dropping the insurance.The next months bill doubled from $48 to $87! They switched me to a new plan without my authorization and removed my discounts. I would NOY have paid off the phone and I known it was not going to lower my bill!Desired Settlement: I think these stores need to be reported ; there are many non authorized cellular stores around the country and they are conning customers!I was lied to by the salesman about my monthly fee, then lied to the second time with the company.I do not want to pay another penny to this company and I am returning my phone today and dropping my service,hopefully with no interruptions !

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to the complaint forwardedon behalf of Ms. [redacted]. In the complaint, Ms. [redacted] is requesting to have her EarlyTermination Fee waived due to her plan not being the price she was quoted. Verizon Wirelesssincerely regrets any dissatisfaction this matter may have caused.Upon review of Ms. [redacted]’s account, she was on a $60.00 Unlimited Talk, Text, and 2GBplan. On October 30, 2014, Ms. [redacted] completed an Early Edge order for the iPhone 5c. Edgeallows for a phone to be purchased at Full Retail Price and paid in 24 monthly installments. Ms.[redacted]’s monthly installment was $18.97. On her plan, she would receive a $15.00 per monthdiscount while the Edge Agreement was active. Effective November 12, 2014, Ms. [redacted] waschanged to a More Everything 1GB plan, which increased her cost by $20.00 per month.I spoke with Ms. [redacted] on December 24, 2014, regarding her concerns and the above findings.I explained the plan change is why her billing statement was higher. I offered to place her backon the correct plan, reinstate the Edge Agreement, and refund the Edge payoff is she would liketo stay with Verizon Wireless. Ms. [redacted] declined this offer. With the Early Edge Ms.[redacted] returned her previous device to Verizon Wireless. Since this device was the reason Ms.[redacted] was in a two-year Service Agreement, I agreed to waive her Early Termination Fee of$175.00. Ms. [redacted] accepted this as resolution, and had no additional concerns.Should the Revdex.com or Ms. [redacted] have any questions regarding this response,please contact me at ###-###-#### Ext: 4020473, between the hours of 9:00 A.M. to 6:00 P.M.(MST), Monday - Friday. For other account related issues, please contact Customer Service at###-###-####.

Consumer

Response:

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

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

Regards,

Review: I HAVE BEEN A CUSTOMER FOR OVER 10 YEARS WITH VERIZON. I HAVE BEEN PAYING AN OUTRAGEOUS BILL WHICH IS EQUAL TO HALF MY MORTGAGE PAYMENT. A FEW MONTHS AGO, I ASKED HOW CAN I LOWER MY BILL WITH VERIZON. I NOT ONLY WENT INTO A VERIZON STORE AND SPOKE WITH A REP, I ALSO CONTACTED CUSTOMER SERVICE ON SEVERAL OCCASIONS TO FOLLOW UP WITH MY RECENT CHANGE IN MY PLAN TO SAVE OVER 40 DOLLARS A MONTH. I WAS TOLD BY A REP IN THE STORE WHO GAVE ME WHAT HE CALLED A DEAL, BUT GIVING ME A JETPACK, HE THEN TOLD ME WHEN I LEFT THE STORE HE WOULD MAKE SURE HE SUSPENDED THREE PADS ON MY LINE, WHICH I DONT USE WITH THE NETWORK AND ONLY USE ON WIFI. THE REP TOLD ME THAT BY DOING THAT IT WOULD SAVE ME OVER 40 A MONTH. I THEN FOLLLOWED UP WITH CUSTOMER SERVICE A FEW DAYS LATER AND THEY ASSURED ME THAT THE LINES WERE SUSPENDED AND I WOULD NO LONGER BE CHARGED THAT ACCESS FEE PER LINE. I THEN LOOKED AT MY BILL OVER THE LAST FEW MONTHS AND NOTICED NOT ONLY AM I STILL BEING CHARGED THE FEES, BUT NOW I HAVE AN EXTRA FEE FOR THE JETPACK, WHICH I ONLY TOOK AS I WAS PROMISED TO SAVE MONEY ON MY BILL. I THEN CONTACTED VERIZON CUSTOMER SERVICE AGAIN, TO FIND OUT WHY IM STILL BEING CHARGED, DESPITE ALL THE CHANGES I MADE TO SAVE MONEY. I WAS TOLD BY THAT REP THAT I HAVE THE LINES SUSPENED WITH BILLING, WHICH MEANS IM STILL BEING CHARGED. THEN I WAS TOLD THAT ALL THE LINES INCLUDING THE JETPACK ARE UNDER CONTRACT AND IF I WANTED TO SUSPEND THEM, I WOULD PAY A EARLY TERMINATION FEE.. I NEVER SIGNED UP FOR THIS, WAS NEVER INFORMED OF THIS AND WAS TOLD BY SEVERAL PEOPLE, INCLUDING IN STORE REP, THAT I WOULD SAVE MONEY NOT PAY EXTRA. I WAS MISINFORMED BY SEVERAL REPS AND IM STILL BEING CHARGED AND PAYING FOR AJETPACK, WHICH I DIDNT ASK FOR!Desired Settlement: I WOULD NOT ONLY LIKE A BILLING ADJUSTMENT, I WOULD LIKE THE JETPACK TAKEN OFF MY ACCOUNT WITHOUT BEING CHARGED FOR SOMETHING , I WAS TOLD WOULD SAVE ME MONEY. I WOULD LIKE A BILL CREDIT FOR FROM VERIZON, AND I WILL RETURN THE JETPACK IF NEED BE. I AM PLANNING ON LEAVING VERIZON IF THERE IS NO RESOLUTION.

Business

Response:

Upon receipt of this complaint, a through review was completed for wireless account number [redacted]9-[redacted]. Our records indicate a total of seven lines active on the wireless account. Of the seven lines, two are for tablets and one Jetpack. In good faith, as a courtesy, Verizon Wireless has agreed to cancel number ###-###-#### for the iPad and adjust the service charges of $30.00 for the last three months. Additionally, the jetpack active on ###-###-#### has been cancelled and the early termination fee of $175.00 waived. The service charges of $70.32 have been adjusted as well. [redacted] will return the Jetpack to the Verizon Wireless Executive Office. Verizon Wireless appreciates the opportunity to 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 9:30 AM and 6:30 PM EST. [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: I purchased three iPhone 6 phones from Verizon in Fall of 2014. However, when I attempted to activate the three phones, the store personnel in La Jolla, CA was unable to find the Edge contract for one of the phones. As a result, they ended up not charging me for the phone, but I also lost the $25/month discount. Over two years this would have been roughly the cost of the phone, so getting the phone for free was an equivalent deal and I accepted this. When the phone broke under warranty and was replaced, the Edge Agreement was somehow found and activated. Now Verizon, unable to link the phone to the old contract, is attempting to charge me the full price of the phone but not honor the $25/month discount that the contract included. This mistake from the beginning was from the actions of Verizon and not my own, and yet they are now holding me responsible for their mistake, while being unwilling to correct their mistake. I have spent a total of 8 hours contacting Verizon about the problem and they have refused to correct the problem, even though I told them I was happy to pay for the phone if they would retroactively apply the discount and continue it on that line.Desired Settlement: Verizon either needs to retroactively apply my discount and apply it in the future to phone line or cancel the Edge agreement entirely and not charge me for the phone.

Business

Response:

A review of the account indicates that on 11/04/2014 an IPHONE 6 16GB GOLD (Device ID [redacted]) was purchased using the device payment program for mobile number [redacted]. The loan agreement was never activated due to a system error. Mr. [redacted] was not charged the monthly installments and was not getting the Device Payment discount. On 06/23/2015 an audit for the Device Payment was completed and the Device Payment agreement was added to the account level. The agreement could not be moved to mobile number [redacted] since it already has an agreement on it. Based on this information the loan number 1101791101 was cancelled. Mr. [redacted] was satisfied with this resolution.Verizon appreciates the opportunity to address these concerns. Should there be any additional questions, please call [redacted] between the hours of 8:30 am – 4:00 pm EST Monday – 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 no longer get coverage anywhere I go. When I first got service with Verizon I got 4G LTE and 4 bars of service almost everywhere I go. I now can barely get a text message. I contacted Verizon tech support and was told the area I live in only gets marginal coverage however I can buy a range extender from them for $249.99. I was originally able to get 4G service where I live.Desired Settlement: I want Verizon to resolve the issue in one of the following forms. Resolves service issues or as Sprint does , provide the range extender at no cost or wave the early termination fee so I can switch to another carrier.

Business

Response:

Mr. [redacted] stated that service between his home and work areas have been diminishing over the past year. A request to investigate the area was sent to the Technical Advisor Group. It was determined that the locations are within a known Variable Coverage Area (VCA). Unfortunately that VCA is quite large and extends several miles North, East and South of the customer's address. A network extender is recommended for use in the home address. Based on this information I advised Mr. [redacted] that he can disconnect or port out the service with no early termination fee. I offered a Network Extender at no cost should he decided to stay with Verizon Wireless. Mr. [redacted] decided to stay and accepted the offer of the Network Extender. Mr. [redacted] was satisfied with this resolution.Verizon appreciates the opportunity to address these concerns. Should there be any additional questions, please call [redacted] between the hours of 8:30 am – 4:00 pm EST Monday – 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,

Horrible customer service. Verizon representative messed up my bill, weren't able to give me back my previous plan they took me off, got my discounts removed, put me on a plan with more data, and still got charged for extra data. It's taken three months to change my bill only after I actually start using the extra data, so now they want to charge me extra data again. Mind you I was never informed that they were going to change my plan back and will no longer have additional bonus data. Very convenient for them and a huge way to screw my bill once again. This issue has not been resolved and my bill went from $290 to $426. Very disappointed and now to switch I have to pay over $2000. I will never get Verizon wireless again and highly discourage anyone from using them.

1. I purchased and signed a contract with Verizon on June 2015 for $165 (A Revere®3 phone $20/monthly charge and a Samsung phone $80/month) ; cost of Revere® 3 phone is $2, Samsung phone is $33
2. The Samsung phone was a bad phone - NO one can make it work from the very 1st day.
3. Verizon customer-service could not fix this phone and would not replace with a new phone - claimed : it is purchased in a verizon cellular, not directly from Verizon.
Referred me from one store to another (I drove around three cities (Raleigh, greenboro. Lafayette ) for a replacement.
4. No one can fix this phone, I finally got a replacement on July 2015 from Lafayette store. However, the replacement was unstable - sometime work , sometime dont.
5. I had no choice but cancel my service with this bad replacement (the cancellation was within 14 days from the day I got the replacement)
6. At the time, I wanted to cancel only the bad phone and keep the good phone but Verizon cut both my phones service immediately. Their action caused me a great damage
and verizon also had no way to send their billing message thru the phone to me
7. A connection agency is sending me a bill of 763.49 for Verizon (Tel: ###-###-#### ref: **SSN[redacted])
Please advice and help!

Review: I had recently left [redacted] to switch to Verizon because I was told the benefits I would receive by switching plans. I discussed with the Associate about long distance calling because my wife has family she calls in the Dominican Republic and we both agreed upon a plan. I was told that it was only a couple of cents a minute to call the Doninican Republic so we went along and both came to a verbal agreement to add that benefit to the plan. However, I received a phone bill for a lot of money. I clearly stated to the associate that I wanted the plan and my wife and daughter were present at that time when he said ok as a verbal agreement. I called customer service to figure out the issue and they were no help at all and they were rude. I was told that they had nothing to do with what had happened at the store with the associate and that it was my own fault for not checking the phone records. I need this issue resolved because I don't see how this is my problem when it was the associates problem as well as customer service who did not help one bit. I switched to Verizon because I thought I would get a better deal and better customer service but up to this point I see I was completely wrong.Desired Settlement: To dismissed the amount of money that they are charging me for the phones calls that my wife made to Dominica Republic thinking that we have the long distance plan as we asked the associate.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to Mr. [redacted]’s

complaint. In the complaint, Mr. [redacted] disputes international long distance charges for calls

made to the Dominican Republic. He requests a credit of $420.88 be made to his Verizon

Wireless account. Verizon Wireless regrets any dissatisfaction this matter may have caused.

Calls placed to the Dominican Republic without an International Calling Plan are $1.49 per

minute. To qualify for the International Calling Plan, a customer must be with Verizon Wireless for

90 days with good payment history or a manual override would need to be completed by the

Credit Operations department. Mr. [redacted] did not have the International Calling Plan on his

mobile number.

I spoke with Mr. [redacted] to address his concerns and the above findings. In an effort to provide a

satisfactory resolution, I offered to apply a credit of $105.22 for the international charges 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 ###-###-#### between the hours of 9:00 a.m. and

6:00 p.m. (PST), Monday through Friday. For other account related issues, please contact

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

Consumer

Response:

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

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

Regards,

Review: On 8/2/14 I changed my cell phone service from Verizon to Sprint. My final bill from Verizon is for the period 7/22/14 thru 8/21/14. Verizon's policy is to bill the entire period of a final bill even though it was impossible for me to access Verizon services for the last 19 days of the period. Their customer service was unable to have a supervisor speak to me and they insisted that the supervisor would advise me of the same fact that Verizon bills for the entire final period.Desired Settlement: I would like a credit for the final 19 days of service that was impossible for me to access Verizon services.

Business

Response:

September 11, 2014

This letter is in response to the above referenced informal complaint filed on September 5, 2014 and received by Verizon Wireless on September 9, 2014. In her complaint, Ms. [redacted] states she ported her number to Sprint, but Verizon continued to bill her through the end of her billing cycle. Ms. [redacted] would like to only pay for the service she used.

Upon receipt of your letter, I reviewed our records on account number [redacted]0-[redacted] I spoke with Ms. [redacted] regarding her concerns. I advised Ms. [redacted] the service agreement states Verizon will bill through the end of the billing cycle even with a port out. In an effort to bring closure to this matter, I agreed to pro-rate Ms. [redacted] bill. I issued a credit for $24.76 for the 19 days Ms. [redacted] did not have service. The matter is considered resolved.

Verizon Wireless appreciates the opportunity to respond to Ms. [redacted]’ concern. 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.

Sincerely,

Tracy W.

Executive Relations

cc: Ms. [redacted]

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the efforts made by the Verizon representative to resolve this matter. I have already received the credit to my account.

Regards,

Review: Started and completed 2 year contract 5/2012 to 5/2014, paid my $111 bill at end of May 2014 and switched carriers early June 2014. I completed my required contract. Billing cycle presumably ran around 25th of each month. So I paid my monthly bill and switched carriers in the early part of next billing cycle. I should have 3 weeks refund coming to me. At first when I called Verizon, they weren't going to refund my three weeks and supervisor finally succumbed to agree to refund my three weeks. Two of my follow up calls on status of refund Verizon lied to me saying first the check was in the mail as of August 25, 2014 - untrue - most recent followup call on 9/8/14, '[redacted]' says she would work feverishly to have refund check cut and follow up with phone call to me to say the check would be coming, guess what, '[redacted]' did not call me back on 9/8/14 to tell me my refund check would be coming. She said there were notes of my two previous calls and the refund check would be coming this time, all untrue - she said and agreed I was entitled to $61.87. So, Verizon, where is my refund? I went through my 2 year contract I paid timely I paid in advance I want my refund and an apology verbally and in writing for not being truthful with me!Desired Settlement: I want my $61.87 refund plus interest and an apology both verbally and in writing from a Verizon corporate executive for not being truthful with me!

Business

Response:

This letter is in response to the recent complaint by [redacted], received by Verizon Wireless on

September 10, 2014. In the complaint, Mr. [redacted] states that he was promised a refund of three weeks

of service after he switched to a different carrier in early June. He has not received a refund as of

September 8, 2014 for an amount of $61.87. He wants the refund he was promised and an apology

because the representative he spoke to on September 8th promised she would call him back to advise

him that the check would be coming but did not do so.

Upon receipt of this complaint, a thorough review was completed. The credit balance was released for

refund on September 10, 2014. The representative with whom Mr. [redacted] spoke sent a text to his cell

phone number, but apparently the text was not delivered.

The Executive Office spoke to Mr. [redacted] on September 12, 2014 and apologized for the representative’s

failure to call him back. I advised him that he could expect his refund within three weeks. Mr. [redacted]

stated that he could not consider his complaint resolved until he received the refund check. On

September 24, 2014, Mr. [redacted] left a voicemail for me confirming that he did receive and cash his

check, in the amount of $61.87. He now considers his complaint resolved.

Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for any

inconvenience this matter may have caused. If you have any further questions or concerns, you may

contact me directly toll free at ###-###-####, Monday through Friday between the hours of

10:00 AM and 7:00 PM ET.

Sincerely,

Executive Relations

Business

Response:

This letter is in response to the recent complaint by [redacted], received by Verizon Wireless on

September 10, 2014. In the complaint, Mr. [redacted] states that he was promised a refund of three weeks

of service after he switched to a different carrier in early June. He has not received a refund as of

September 8, 2014 for an amount of $61.87. He wants the refund he was promised and an apology

because the representative he spoke to on September 8th promised she would call him back to advise

him that the check would be coming but did not do so.

Upon receipt of this complaint, a thorough review was completed. The credit balance was released for

refund on September 10, 2014. The representative with whom Mr. [redacted] spoke sent a text to his cell

phone number, but apparently the text was not delivered.

The Executive Office spoke to Mr. [redacted] on September 12, 2014 and apologized for the representative’s

failure to call him back. I advised him that he could expect his refund within three weeks. Mr. [redacted]

stated that he could not consider his complaint resolved until he received the refund check. On

September 24, 2014, Mr. [redacted] left a voicemail for me confirming that he did receive and cash his

check, in the amount of $61.87. He now considers his complaint resolved.

Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for any

inconvenience this matter may have caused. If you have any further questions or concerns, you may

contact me directly toll free at ###-###-####, Monday through Friday between the hours of

10:00 AM and 7:00 PM ET.

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

Regards,

E [redacted]

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

Regards,

E [redacted]

Review: On April 2/2014, I went to Verizon store in [redacted] and I signed up a contract for 4g lite data plan $70 a month, I paid $43.29 for the [redacted] device. after trying the service for few days, I was not satisfied with speed, so I decided to cancel the service. I went to store where I got it from, and told the Verizon employee, that I was not satisfy with the speed, and I would like to cancel the plan. Then he no problem, and pulled my info. om his computer, and after reviewing the my account info., he asked for the device that I bought, and he checked out, then he said, Ok, yes I can cancel the plan without penalties, and I am entitled to some refund credit, and told I have credit of $8.29 that should go back my card. Sure enough, on my next statement I had credit from Verizon for the amount$8.29. However last month I received a statement from demanding me to pay 73.91, so I called customer service, and told me that they do not have access to the local store record, and I have to go back to the local store and discus it their, So I went back to the store and I an employee named [redacted] to help me, she pulled my info. and it took her over half an hour just to understand whats going on, any she that I owe $65.91, and the employee that helped the first did not know what he was doing, then I told her this is not my problem, and I do not agree with her, she got very angry and refused to give a print out of her calculation so I can see what is going on.Desired Settlement: I think I do not owe Verizon any thing.

Business

Response:

One Verizon Place

Alpharetta, GA 30004

August 4, 2014

This letter is in response to the recent complaint by [redacted] received by Verizon Wireless on 07/18/2014. In the complaint, Mr. [redacted] states he returned a device within the 14-day return period, but is still receiving a charge for the device. Mr. [redacted] is requesting for the charge to be removed.

Upon receipt of the complaint, we reviewed our records for account [redacted]8-1. Per records,

we have determined that we will credit in the amount of $73.91 to zero balance the account.

Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly at ###-###-#### or toll free at ###-###-####, Monday through Friday between the hours of 10:00 AM and 7:00 PM 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]7, and find that this resolution is satisfactory to me.

Regards,