Verizon Wireless

Review: Verizon is erroneously billing and reporting a balance that I do not have. I paid my balance to a zero balance with Verizon long before there was any collection action to be taken, yet they have continued to facilitate the lie that I owe them any money. Verizon is operating on unscrupulous practices.

I was displeased with the service I was receiving from Verizon, and I switched to another cable provider. It was then, and only then that Verizon delivered equipment to my home that I neither wanted nor needed. I tried numerous times to return the unopened equipment to Verizon, but each time, they gave me the run (around). Nothing was resolved, but it was certainly not from the effort put forth from me, as the consumer. Verizon has yet to take the new, unopened equipment that I have tried to surrender to them, and they have repeatedly ignored my requests to send me a postage paid box to have the equipment delivered to them. I know that Verizon offers this service, yet they have not cooperated with me in assisting me with returning their new, unopened equipment. The equipment is a set of cameras. These cameras are something that I do not want, need, and are completely useless to me since I am no longer a patron of Verizon.

Instead of cooperating with me, the consumer, Verizon has unscrupulously billed and harassed me in erroneously reporting a balance of approximately 500.00 dollars.Desired Settlement: I would like for Verizon to make a billing adjustment of zero, and to tell me exactly how I can return their new, unused, and unopened equipment that they have been erroneously billing me (for).

Thank you.

Business

Response:

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In thecomplaint, Mr. [redacted] expresses his concerns with Verizon Wireless billing. He request his account bebrought to a zero balance. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.Verizon Wireless would like to take the opportunity to speak with Mr. [redacted] regarding the experience andresolve this matter; however, we have been unsuccessful in our contact attempts. No further action isneeded by Verizon Wireless.Should the Revdex.com or Mr. [redacted] have any questions regarding this response; pleasecontact me at ###-###-#### between the hours of 8:00 A.M. to 5:00 P.M. (MST), MondayFriday.For other account related matters, 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, [redacted]

Review: I paid my July bill on 7/20 and that same day called Verizon to cancel service. My husband and I share a plan and both have work phones so these personal cell phones were not being utilized. (I estimate we used 15 min and less than 10 texts from March-July). I went through the process of cancelling my service and was told there would be an early termination fee. Fast forward to 9/20 when I see an email that my bill has arrived for monthly service. I'm set up on autopay and didn't realize that for August and September I'd paid a little over $162(combined) in monthly services. I called to get this corrected and was informed that my cancellation didn't process and they could do that now. I was told by the support person that the early termination fee would be about $160. I explained that I'd paid $160 in monthly fees that I should not have been charged and should not be required to pay this additional fee when the mistake was not mine. She explained there was nothing she could do and I would have to pay the fee. She informed me that the early termination fee would have been higher 2 months ago so I requested a refund/credit of the money I'd been wrongly charged and I would be happy to pay the difference. I was told this could not be done. I had no issues when I called in July of paying an early termination fee but will not pay for 2 months of service when the phone was not used (we were under the imression services were cancelled) in addition to an early termination fee. Please note that I received another bill for October dated, 10/13/2015 for $81.22 but have since turned off autopay. I'm still getting billed for services.Desired Settlement: I would like official notification that the account is cancelled. I would like all additional fees waived as I've been wrongly charged for services and have paid over $160 AFTER the contact was cancelled. Thank you!

Business

Response:

Upon receipt of the complaint, The Executive Office spoke with Ms. [redacted] on November 2, 2015. Verizon Wireless has agreed to rerate the disconnect date to reflect July 20, 2015. The rerate will provide a credit balance of $56.30. A refund check will be processed and should be received within 4-6 weeks. Ms. [redacted] is satisfied with the resolution. 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 7:30 AM and 4:00 PM ET.[redacted] S.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 couldn't be happier with the resolution or with the speed at which it was reached.Thank you!

Review: On July 14, 2015 I signed up with Verizon for a no contract service. [redacted] sale rep, explained to me that by bringing my numbers from another carrier they will give me $100 per line bill credit and the price for line will be $15 ea line and $80 for 10Gof data. Everything is clear up to here; on July 20,2015 received my first bill reflecting activation fee so, I call Verizon and speak with [redacted] who then, explained that because I didn't buy one of the 2 phones through them, activation fee applied to the device however, she say the $100 bill credit and the $15 per still apply to both lines.On Aug 10, 2015. check my account and noticed only $100 bill credit not $200 as I was told in multiple occasions so again I call Verizon and they claimed that the $100 bill credit applied only to the phone I bought from them.Desired Settlement: Because Verizon customer service as well sale rep at local store lied to me I'm asking Verizon to Credit my account the $100 per line that they had promised me otherwise, I cancel the service with no obligations to buy their phone but return it to the store where I signed the service.

Business

Response:

August 18, 2015

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains he was advised he would receive two, $100.00 bill incentive credits for porting into Verizon Wireless. He is requesting we honor the $100.00 promotion with a credit to his account. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’ concerns.

Upon account review, Mr. [redacted] does qualify for the bill incentive credit and the $100.00 has been applied to his account.

I spoke with Mr. [redacted] to address his concerns and the above findings. I advised Mr. [redacted] of the timeframe it would take for the credit to apply and offered to follow up, which he agreed to. Upon follow up, the $100.00 credit was applied to Mr. [redacted]’ account.

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

Sincerely,

[redacted] S.

[redacted] S.

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 visited the [redacted] Verizon wireless store to purchase my daughter the new I-Phone for Christmas. I had saved enough money to pay 199.00 for it and I had some old phones I wanted to trade in to pay for the case. I walk in the store and was help by two young men. I told them I had the money to get the phone for her and they started talking about the edge plan and how it would make my over all phone bill go down and I got really confused & had to call my husband. When I took out my flip phone they laughed at it and said I was the one who needed an upgrade. I was so hurt I left and came back with my husband. They then told him that by getting her phone on the edge program and getting us on a family plan our bill would go down. It never did. I was told I could cancel the edge program and I have been trying for over nine months now with no help. I have made call after call and been promised it was being looked into with no resolve. I visited the store again today because my flip phone is on the fritz and was told by the manager that I would have to pay $400 to get her out of the edge contract which would mean that I would be paying almost $600 for a phone that I could have had for $199.00 last Christmas. I left the store unhappy, with no phone for myself and still having edge for my daughters phone because the manager said there was nothing he could do, even after I had explained the entire situation then he tried to downplay how I was treated by his employees last year laughing at my flip phone. It is never okay to laugh at a customer! I would never recommend Verizon to anyone after this and I definitely don't want to do business with a company who would treat their customers the way they have treated me!Desired Settlement: I would like them to put my daughters phone onto a two year contract as paid in full for the phone since I have been paying for it every month since December and as for me they have already lost my respect and my patronage as I don't even want a phone anymore due to there abuse. I want the contract back dated to November.

Business

Response:

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

September 25, 2014. In the complaint, Ms. [redacted] is requesting to be removed from the Edge program

and placed on a two year service agreement.

Upon receipt of this complaint, the Executive Office spoke to Ms. [redacted] on October 2, 2014; our

records indicate an Edge agreement ([redacted]8) was established on December 6, 2013. Verizon

Wireless provides 14 days to cancel the agreement; therefore Ms. [redacted] is not eligible for a two year

contract. As a courtesy, Verizon Wireless offered to perform an Edge buyout request and provide a $150

credit towards the remaining balance of $379.12. Ms. [redacted] will be required to pay $229.12 allowing

her to satisfy the terms of the agreement. Ms. [redacted] has accepted the offer. The buyout will appear

on her next billing statement.

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 7:30 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. It is not the initial resolution that I would have preferred but they are at least making an attempt to right the wrong way in which my case was handled from the onset.

Regards,

Review: Verizon offered promotion of "fee 1 GB data for 2 years" with each line upgraded. I upgraded 2 lines but have only received 1 free GB promo attached to my account. I should have two. This has been brought up to Verizon Customer Service via 4 phone calls and several passes through their support team via Twitter. Each time it was acknowledged that I should receive the free GB and a letter/form was submitted to their review board. Each time they failed to follow up after 5 business days, and the free GB promo failed to appear on my account. I had to contact them again, and they provide no explanations, but just ask to start the review cycle again.This has been extremely frustrating and a great waste of my time. Based on Verizon Community board posts, this is a problem for quite a few of their customers.Desired Settlement: I would like my 2nd "1 free GB promo" applied to my account, as I met all the terms & conditions for the promo.

Business

Response:

October 15, 2014

This letter is in response to the recent complaint by [redacted] received by Verizon Wireless on October 7, 2014. In the complaint, Mr. [redacted] stated that he upgraded two lines of service however has only received one promotion for the extra GB of data. Mr. [redacted] stated that he has contacted customer service, on several occasions, and the feature still hasn’t been added on the account. Mr. [redacted] is seeking the assistance of the Executive Office.

Upon receipt of this complaint, a thorough account review was completed.

On October 15, 2014, the Executive Office spoke with Mr. [redacted]. I extended a formal apology from the Executive Office for the miscommunication and the run around that he has experienced. I advised Mr. [redacted] that I have reviewed his account and when he lost the device on phone number ###-###-####, it disqualified that line for the promotion. I also advised Mr. [redacted] that the terms and conditions, of the 1GB smartphone promotion, states that if the device is removed from that mobile number; the promotion will also be removed.

I advised Mr. [redacted] that I would be willing to offer him three months of the $40.00 monthly access fee for phone number ###-###-####. Mr. [redacted] understands that he is still receiving the 1GB smartphone promotion on the account level and both lines are able to share that 1GB. I also advised Mr. [redacted] of the 500MB promotion that was added to the account. Mr. [redacted] accepted this offer and was pleased 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 [redacted] Monday through Friday between the hours of 9:00 AM and 6:00 PM EST.

Sincerely,

Executive Relations

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and reluctantly have accepted this resolution.

Verizon Wireless gave out my passcode which in fact is against the law. They took zero accountability for this, as well as the corporate office. And I have been paying for it. Personal information all given out, yet they are billing me. Basically telling me I have to get an attorney for such illegal activity on there part not mine.

Review: When we decided to change my dad's phone from a paid minutes to a smart phone we were told he would receive a credit for the unused minutes. We were told he would either get a check or credit to the account. Because we were changing it into my name they weren't sure. After a month I call to find out about the credit. Was transferred several time and hung up on. I tried again and was told there was a credit for $12?.?? (I didn't write it down so not sure)They asked if I would I like it credited to the account. I said yes. Was told they would transfer me to the person who could do that and again got hung up on. I waited to see if they would credit it but nothing. Now several months later I tried again to get the credit and now they are saying they don't credit unused minutes. I asked to talk to someone who can help me. Spend an hour talking to 3 different people then was transferred to the store only to be hung up on again. I looked online to see if they have an e-mail I could write to but can't find one.We also got 2 home lines that we were told there wasn't activation fees on. I canceled 1 of the lines never staring it. They still charged $35 each on the 2 lines. I went to the store in [redacted] Mn 3 times and was told by 2 different people we would get the credit, they had a special on them and they would have the store manager call. She never did. I tried to get help over the phone. They said I had to deal with the store. I tried again calling the store and was told they fired the person who helped me but there was nothing else they would do for me that special was over before we got the home lines so they wont give us the fee back. They need to stand behind what there workers tell people to get them to join there plans. Everyone I talk to says sorry but there is nothing they can do for me. I don't know where else to go for help.Desired Settlement: I want credits for the 2 $35 activation fees and the unused minutes I believe it was $120+.

Business

Response:

October 1, 2014

This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on September 30, 2014 . In her complaint, Ms. [redacted] stated that she requested to move a line from Prepaid service to Postpaid. She stated she was to receive credit for the unused minutes in the form of a check. Ms. [redacted] stated she has not received the credit. She also stated that she was a charged activations for two new lines of service and was unaware she would be charged. Ms. [redacted] is requesting a credit for the unused minutes and the Activation Fees.

Upon receipt of this complaint, I completed a review of account number [redacted]8-0[redacted] With Prepaid service any unused time is neither transferred nor refundable. In the event, you do not use all of your minutes any unused portion is forfeited.

A $35.00 Activation fee is assessed when you add new lines of service to your account and is non refundable.

On October 1, 2014, the Executive Office spoke with Ms. [redacted] regarding her account concerns. She stated that she was advised that she would be refunded the unused portion on the Prepaid account. We offered to credit her Postpaid account in the amount of $106.88, which was the remaining balance before the transfer. We also addressed her concerns regarding the Activation Fee. Ms. [redacted] stated she was advised there was an active promotion that granted the Activation Fees to be waived. We have honored Ms. [redacted] request and credited her account $70.00 for the activation fees as well. Ms. [redacted] was satisfied with this resolution.

Verizon Wireless appreciates the opportunity to respond to concerns. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 8:30 AM - 4:30 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 added the letter that Verizon had sent my dad saying they owed him $130.45. We were told he would receive that back. We were also told there was no extra costs for the home phone. Even when I went back to the store they again said we would get the fee back because of the special. I am glad to get most of the money back but feel it should not have come to going to the Revdex.com to do that. I was told that at the store in [redacted] the person was let go so I'm guessing I am not the only person who was lied to by the worker. Thank you for helping me Revdex.com.

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,

Verizon has not only the worst signal service I've ever had in my entire life, but it also has some of the worst Customer Service I've ever experienced. I'm warning people to never buy from Verizon, because if they do they'll regret it. I paid for Unlimited Service and barely got any service at all. No one could ever hear me when I spoke on the phone, and text messages would sometimes take days to come through. When I called Verizon for help, because I couldn't make or receive calls although my plan had been renewed for over a week, they not only didn't resolve my problem, but they simply didn't care to. The representative just kept repeating the same rehearsed line from the script he was reading, over and over again in a monotone voice. I've only had the phone and their service for two months, and it was a terrible mistake on my part. I'm surprised that the Revdex.com has given them an A- rating, because their score does not reflect Verizon's terrible business.

Review: My mother purchased this phone for my daughter and it was made active on 7/6/2014. Toward the end of September 2014 she began to have problems and was sent another phone in October. In November 2014 her phone would randomly call people and send texts, shut off and restart. In December she came home and we went to the store. They had her do a factory reset. This did not help. In January 2015 thru February I worked with Verizon to resolve the issues she was having. She was sent 3 replacement phones. After the last phone was sent I was told if there were further problems they would replace it with a different device. I made sure all updates were done at Verizon before they sent the phone out because they said this was an issue. She was able to use it until 2 weeks ago when she began having the same problems again. I called Tech Support Tier 2 and complied with the requested items to try. She has been running in safe mode without any apps for 2 weeks and still her phone shuts off during calls and won't restart, she has no sporadic service, and it sends random texts to people. I called Verizon today only to be told "I am sorry the other representative told you we would replace the phone with a different option, but we will not be able to do that. There are still 700 of the phones in stock".I have been with Verizon 20 years and have never had so many issues with getting my phone problems resolved. I have jumped through hoops with their requests for 7 months and 4 phones and would like my daughter not to be left in another state without a phone again. I want a different phone replacement that works without any issues and less than sporadic service as I was told 1/22/15 and 4/27/15.Desired Settlement: I would like the phone replaced with a Different Device as I was told would happen after the 4th replacement.

Business

Response:

Ms. [redacted] contacted Executive relations because of an equipment issue. Ms. [redacted] states that her daughter's current device is defective. The device has been replaced multiple times and is still malfunctioning. Ms. [redacted] is disputing the warranty replacement policy and would like the defective device replaced with a different model.After reviewing the account, it was determined that the customer has had multiple replacements for this device. Although Verizon's warranty replacement policy gives customers the option to have their defective device replaced with the same model because of the customer's tenure, I offered to replace the device with a different model. I offered Ms. [redacted] a Samsung Galaxy S5 at no cost. Ms. [redacted] accepts and is satisfied with this offer. Executive Relations considers this case closed.

Consumer

Response:

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

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

Regards,

Review: Verizon is now charging me 37.95 on top of my bill for changing my phone number but on their site it clearly says this: Request a new mobile phone number or port a number from your old carrier. There is no charge for this service when using My Verizon. You can select an area code and prefix anywhere Verizon Wireless provides service. In some cases, you will be required to set up a new voice mail account and your saved messages will be deleted.I believe they're screwing me because I filed a complaint with the Cleveland Revdex.com. I am not paying the additional 37.95.. They can go to hell. Please rate Verizon Wireless with a rating of an F...Verizon Wireless' Surcharges and Other Charges & Credits Verizon Wireless Surcharges - Includes charges to recover or help defray costs of taxes and of governmental charges and fees imposed on us by the government. Other Charges and Credits - includes charges for products and services, and credits owing. More Information $37.95Desired Settlement: please remove the surcharge from my account, I'm not paying no 37.95 extra ontop of my $45.00 a month bill. They think they're smooth but I'm in the right and they are wrong. I might just have to end my service with this company.

Business

Response:

The customer responded to an email sent to him by Executive Relations. The customer stated that this issue has been resolved and his account has been credited the charges requested.

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: Verizon pushed an update to my phone, now it does not work. Verizon pushed kitkat to my phone now it random reboots, the screen does not turn on all the time when I press the lock/unlock key, and the volume of the phone is lower and harder to hear. When I went to verizon they told me they would charge me $299 because the phone has a dent on it that is not normal wear and tear. They did this to me within the first year that I had the phone. The LED light stopped working and yet they charged me $299 even though the phone still had a manufacture warranty and the scratch on the phone did nbot cause the led to stop working. This is the same case. The dent in my phone does not affect how the phone operates.Desired Settlement: Send me a replacement phone without charging me, because Verizon pushed out the update not me. The update now has my phone nearly inoperable and I use this phone for my employeer and my side business which is suffering because the phone does not work like it used to before the update. I will not upgrade my plan to get a different phone, I want a replacement phone without the kitkat update.

Business

Response:

I am writing in response to the rebuttal forwarded

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

not satisfied with the performance of his device since a software update, and

requests a replacement device. Verizon Wireless appreciates the opportunity to

address Mr. [redacted]’s concerns.

A thorough account review revealed Mr.

[redacted] returned the warranty replacement device that was issued on June 17,

2014. Verizon Wireless had billed Mr. [redacted] a non-return fee of $599.99 on

July 25, 2014, and reversed the charge on September 18, 2014, upon return of

the device. Mr. [redacted]’s service was temporarily interrupted for non-payment

on September 17, 2014, due to the balance of $599.99. This resulted in the

removal of Mr. [redacted]’s eligibility to bill equipment to his account.

I spoke with Mr. [redacted] to address his

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

resolution, I offered to remove the restriction on his account to allow him the

eligibility to bill equipment to his Verizon Wireless account. Mr. [redacted]

expressed satisfaction in the resolution provided, and understands any upgrade

he chooses to complete will be at the two year discounted rate. As a courtesy I

also issued a courtesy credit of $15.00 for the Reconnect Fee applied when his

service was interrupted. The credit will appear on Mr. [redacted]’s October statement.

Should the Revdex.com or Mr. [redacted]

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

extension [redacted] between the hours of 10:00 a.m. and 7:00 p.m. (PST), Monday

through Friday. For other 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 ought a smartphone as a "special package" for $107.99. I returned all items purchases two days later and bought a different phone for $142.99. I find I am charged for the returned items in this manner: $35, re-stocking fee, and $70 because I didn't participate in the "special". In other words, I was charged $105 to return the $107.99 products. Once more, Verizon is charging me for a good or service not provided.Desired Settlement: The trouble is that I was given to believe that the second purchase, $142.99, was the cost of the phone, yet, because I received no refund for the $107.99 returned items, I have actually paid $250.98.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to the above-referenced complaint filed by [redacted] J[redacted], who expresses her dissatisfaction with price plan information provided by Customer Service. Verizon Wireless regrets any inconvenience this issue may have caused, and appreciates this opportunity to address her concern.After a thorough review of Ms. J[redacted]’s account, I determined her current monthly statement includes mobile number for four Smartphones,, one Basic phone, and three Tablets. Effective April 19, 2014, three promotions were added to her account giving her a discount of $30.00 per month.In speaking with Ms. J[redacted], she expressed dissatisfaction with receiving inconsistent information regarding her account. She requested to have the Basic phone line disconnected. In interest of customer satisfaction, I set up disconnection without an Early Termination Fee on the Basic phone line effective August 3, 2014. Ms. J[redacted] considers this matter resolved.Should Ms. J[redacted] have any questions regarding this response, she may contact me at ###-###-#### Ext. [redacted] between the hours of 10:15 a.m. and 7:00 p.m. Pacific Standard Time, Monday through Friday. For other matters regarding her service, Ms. [redacted] may 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,

I wish to thank the Revdex.com for its very fine work. I believe Verizon may need to review some of its customer policies.

Review: Fraudulent calls were made on October 2011. Verizon said they would credit our account for the fraudulent charges. We continued our service with an automated payment method until we closed the account some time in 2012. After the account was closed we received a bill asking to pay for the fraudulent charges that were supposed to be credited. We asked again for the fraudulent charges to be removed. The fraudulent charges have since been placed into a collection account. We have tried for several years to get these charges removed from our account with no luck.Desired Settlement: Please credit our account for the fraudulent charges and stop the collection accounts.

Business

Response:

Mr. [redacted] is requesting that account charges be credited on a closed account. Mr. [redacted] did not provide any account information for Verizon Wireless to identify the account and determine what actionmay need to be taken to address his concern. We have made numerous attempts to reach Mr. [redacted] to gain thisinformation. I did speak briefly withhim on March 31, 2015 and he had advised it was an inconvenient time to talk and that he wouldcall me later that day. I have leftmessages subsequent to that call with no response from Mr. [redacted]. We are unable to resolve the customer’s concern with the account information to complete our research.

Consumer

Response:

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

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

Regards,

Review: I have had trouble with Verizon Wireless since the day I signed the contract. The store in was very busy tnat day. We waited to over an hour to sit down with an employee at Wireless [redacted] in [redacted], IL. I been assured by a Prepaid Rep. I could transfer my credit balance from my prepaid account to my new account. I believe it was over $100. I told the Wireless [redacted] employee this. She made did a check and informed me I was correct. She asked if I wanted to keep my number and I told her yes. She had a problem setting up the account after sitting there for 2 hours, she asked if we had some shopping to do while she finished. We said we did. She told us to return in an hour. When we returned she had someone else at her desk. When we spoke with her she told us that she could not set up the account with my old number. I knew signing up for Verizon Wireless service years before in [redacted], Indiana didn't take over 4 hours. She had used a new number for and also for my son who I was putting on the account. I signed the contract. I chose a [redacted] phone. My son chose the [redacted] which was $1 with that contract. They had to mail his phone but assured us 24 hours shipping. He recieved his phone 5 days later. However, I was charged as if he already had the phone. A month later my son's phone was shut off. When I called Wireless [redacted] they said I didn't pay the bill. I assured them I had, I also asked them why my credit of over $100 had not shown on my bill. After no good answer I went there. They discovered that the Service Rep. Set up two seperate accounts instead of one. Also since she didn't us the same number as my prepaid phone as I requested I lost my balance credit. They explained she was an Asst. Mgr. and usually didn't set up the accounts. They never gave me my credit balance although I argued with them for over 6 months. They also aassured me my area was getting service in 6 months. It was over 2 years befor the tower was erected and serving my area.Desired Settlement: I should be credited the balance I was told I could transfer from the prepaid account. I should also be credited some amount for not being able to use my cell phone in [redacted], Illinois where I lived at the time. I was assured to ne abled to use it within six months. It wws over 2 years before the towee was erected and servicing the area. I could only use the phone when traveling into a Verizon Wireless area.

Business

Response:

On December 22, 2015, I spoke with Ms. [redacted] and offered her apology for the level of service she received regarding the migration from her Prepaid Account to her Post Pay account. For customer satisfaction I issued a one time Prepay to Post Pay credit in the amount of $100.00 to Ms. [redacted] account and processed the account cancellation without an Early Termination Fee. Ms. [redacted] has been made aware of her final account balance and that it was approaching collection status. Ms. [redacted] stated that she would process her final payment around January 1, 2016 to prevent it from going into collections. Ms. [redacted] stated that her issue has been resolved and she is satisfied with the resolution. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 10:30 a.m. – 7:00 p.m. (ET).

Review: Due to the character limit imposed here, I have a separate detailed complaint concerning this issue, but will put the high level summary here:Purchased a new iphone 6 and while connected to wifi, received a message that I had utilized just about all of the data at the beginning of the monthly cycle.From looking online we see this is a known issue that also occurred to my husband when he received his new iphone a few weeks prior. Customer service attempted to help us with phone settings, but no one knew as to why the data was surging if we were connected to the wifi. I asked for a refund of credit from that surge and was upgraded to 20gb(5GB for free). Reached back out indicating that we didn't utilize the data during that surge and that 10-15 extra GB should be refunded since we didn't utilize it. Spoke with a manager who notated the account that we should receive that credit and informed me to call back at the end of the billing cycle to ensure its put on. When I called back there was no notes of the call with the manager. Spoke with [redacted] who asked for a 360 review to occur, so the account could be credited once they pulled the call where the mgr agreed to this credit.I didn't hear back from anyone as promised.I called a couple of weeks later and spoke to Justin who confirmed that the call I had with that manager happened in another call center and couldn't be pulled so I still have to pay even though I was told my account would be credited.From a customer standpoint, I called Verizon and spoke to Verizon employees, so someone should be able to assist me with pulling the call, so my account can be credited appropriately.These calls all occurred starting around June 1st.I did not increase my data usage during June because I was told that those extra 10-15GB would be credited.I've been a Verizon customer for over 10 years with this number and I've never seen this amount of bad customer service from management and techs ever.When you review my calls tally all the time spent on the line. HOURSDesired Settlement: Due to the credit that I was supposed to receive, I did not bother to increase my data plan pass the 20GB. For my June bill, I should be paying for the 15GB data plan only and not the overage charges that occurred in June.

Business

Response:

Upon receipt of your correspondence, weconducted a thorough review of Ms. [redacted]’s account. We were unable toconfirm Ms. [redacted]’s claim stating she was promised a credit to cover herdata overage charges for services used. Onher June 25, 2015 invoice, she was assessed $150.00 for 9.998 GB in datacharges over her 20GB plan. To bringthis matter to a close and provide resolution, a credit was applied to theaccount on July 31, 2015 for $170.00 to cover the data charges applied. In speaking with Ms. [redacted], we haveexpressed empathy for her concerns and assessed her situation. At thisjuncture, we reviewed Ms. [redacted]’s credits applied as she confirmed thisresolved her concerns. In light of Ms. [redacted]’s experience and any inconvenience theseissues may have caused, we issued a credit to her account in the amount of$40.00 to cover her recent service reconnection fees andadvised her to pay her undisputed amount due going forward to secure the account andprevent fees. This credit will appear on Ms. [redacted]’s August 25, 2015invoice. Should Ms. [redacted] have any questionsor concerns she may contact the undersigned at [redacted] Mondaythrough Friday between the hours of 8:00AM and 3:30 PM EST. Respectfully, Executive Office

Review: I had a problem with my phone just a few months into my plan. I called up verison they told me it was covered , that they would send me a new phone and all I needed to do after I got my new phone was send it back. I did,but verizon charged my account the 499.99 fee anyway. I would call, speak to their customer service, who then transferred me to billing at the end of the call they would say they saw the problem and ensured me that the problem would be fixed by the end of the day. I did this about four or five times before I started to ask to talk to a manager.Their manager assured me that he was working on it. That he would take care of it. This went on for months. Every month Verizon would interrupt my service for a fee that I did not owe. Mind you the shortest phone call that I have had trying to get this matter sorted out was 52 minutes long. Finally one night after work I spoke with a manager who finally told me more than " she would take care of it" apparently the woman who initially set up my replacement had put it in under my wife's phone. Twenty calls. No one ever really apologizes. Treated like I didn't pay my bills. Over 2 hrs at a time and late charges on my account I did not deserve. This lady finally doesn't pass the buck and fixes the problem...2 months later. I'm just very disappointed.Desired Settlement: I'd like to make sure all late fee's are refunded to my account, all disconnect fee's are refunded to my account. Hope that they deal with this situation in the future right away, not allowing this problem to go on so long.

Business

Response:

November 3, 2014 This letter is in response to the recent complaint by [redacted] received by Verizon Wireless on 09/23/2014. In the complaint, Mr. [redacted] is requesting to have the non return fee of $499.99 removed and additional late fees. Upon receipt of the complaint a review was completed on account number [redacted]-1. Per our records, the account was charged a non return fee for $499.99. Because of tenure and payment history, a credit adjustment of $519.98 was applied to the account. On 9/10/14, Verizon Wireless advised Mr. and Mrs. [redacted], the adjustment has been applied to the account. The resolution is found satisfactory with the customer. The office of Executive Relations considers this case closed. 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 8:30 AM and 5:30 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: I transferred my service from At&t on July 19, 2014. I am very disappointed that the Sales person did not tell me that I live in an extended service area. My phone service has been extremely poor and I am unable to have a conversation with anyone because it keeps breaking up. I just spoke to [redacted] case number [redacted] I have informed Verizon that I will cancel service if they can not provide me with good service. This started on July 19, 2014 and still continues today. I had to waste 3 hours of my time with being on the phone with Verizon and this took away time from my family.Desired Settlement: I want a refund for $153.00 since my service has not been working properly. If Verizon is unable to correct this service issue, then I will have to cancel service and I want a refund on my phone and all equipment purchased.If Verizon is able to fix the issue, I still want the refund of $153.00. And I think that Verizon needs to offer me either a discount over the next year or they need to provide me with an additional 2G of data for the inconvenience.

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: Updated with 2 phones. Received a tablet free (usuage $10.00 a month)At time of purchase Aug.29,2014, I was told by rep. "[redacted]" that this phone plan comes with 250mg that we pay for and as a special bonus "2 gigs free for two years". When I received my bill I called [redacted]nd questioned why this wasn't on my statement. I was told sales rep entered wrong and it would be adjusted in 6-7 days. I called back a week later and was told I Don'T GET THIS OFfER, sales rep made a mistake. I called the store Verizon [redacted] Brookfield Ct. 0[redacted] and spoke with mgr. [redacted]. I was told again that [redacted] is new and she shouldn't have told me this. I was told I had to pay an additinal $35.00 a month, having to switch plans to get 2 gigs free for two years. BASICALLY I AM OUT OF LUCK...THEIR MISTAKE, AND, I HAVE TO PAY FOR IT.Desired Settlement: "[redacted]" gave wrong information, I would like Verizon to give me the 2 gigs free like I was told and apologize for telling me I am out of luck. I also feel I should get a credit of one month for the way they handled this and the way I was treated as a customer. Their mistake shouldn't come out of my pocket or get me the tablet usuage free and not pay $10.00 a month. This was their mistake not mine.

Business

Response:

This letter is in response to the above-referenced complaint filed by [redacted]. Ms. [redacted] stated that when she upgraded her lines she was advised she would receive 2GB of promotional data at no additional charge. Ms. [redacted] stated that her account does not reflect the additional data and she would like what was promised to be applied to her account.

In review of the account, at the time of purchase the lines were placed on the 250MB plan, which does not qualify for the bonus data promotion. In order to have the promotion added you must be on a qualifying plan.

On October 21, 2014, the Executive Office spoke with Mr. [redacted] regarding the account concerns. Mr. [redacted] was advised that we must change to a qualifying plan to have the bonus data added. We offered to change the plan to the More Everything 1GB plan, which would increase the bill by $25.00 per month. A lump sum credit in the amount of $300.00 has been applied to the account, which is the equivalent of $25.00 off for the next 12 months. We also agreed to allow Mr. [redacted] to fulfill only a one year contract term, which will end on August 29, 2015 on all three lines of service. Additionally, 2GB of bonus data as also been added to the account at no additional cost.

Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for any inconvenience this matter may have caused. If there are questions regarding this response, the undersigned may be contacted at [redacted] between the hours of 8:30 AM - 4:30 PM EST.

Respectfully,

S[redacted]

Executive Relations

###-###-####

Consumer

Response:

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

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

Regards,

Review: After being with Verizon since 1998 and faithfully paying my bills I have been treated horribly. In April of 2013 I upgraded 2 lines. My line was upgraded with a Samsung. The guy who took the order screwed the order up and ended up charging my Verizon account as well as my credit card for phones that I did not order, ordering more phones than I wanted etc. This took over a month to figure out along with getting the cc company involved. Because of all of the anguish, hassle, time spent etc, Verizon put $200 & $100 credits on each of my phone lines. The phone I ordered has been replaced 4x since then. Verizon keeps replacing the Samsung phone with the same phone. The phone has never worked. I have gone into a Verizon certified store numerous times only to be given lousy service, told different things, offered different plans, told to take the battery out, and lost in the system The current phone powers itself off in the middle of phone conversations, creating a lousy atmosphere for business as well as what happens in an emergency. On 9/13/14 I once again call Verizon, this time they offer me a choice of which I choose a galaxy s5 that they will swap out for the current phone free. On Monday 9/15 I call about the order that they placed and offered me to find out that they weren't allowed to do that /there was no such order placed/I am lying. Today I call and am offered the same deal which I accept. about the whole thing. Today I call and am offered the same deal which I accept. Then a supervisor calls me several hours later to tell me I am not allowed that deal and to choose a different phone. That my credits no longer exist because they weren't for what I was told they were for, I have to pay to get out of my contract etc. I have never been late on paying my bill and am tired of getting the run around. The customer service has been lousy and all of this has nothing to do with anything I have done. I can not even write down everything that has occurred since the initial upgrade 4/2013Desired Settlement: If I am not allowed to have the offer that was presented to me by [redacted] and [redacted] at two separate times then I want out of my contract to take my 2 lines to another carrier without cost and being sued.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to concerns expressed by Ms. [redacted]

Thomas. In her complaint, Ms. [redacted] expresses frustration due to being promised a free Samsung

Galaxy S5 phone and the order being canceled. Ms. [redacted] requests the offer be honored.

Upon review of Ms. [redacted]’s account, on September 13, 2014, she contacted Technical Support stating

her phone was powering off on its own. Because her phone was no longer covered under the

Manufacturers Warranty she was offered an early upgrade and her upgrade date was adjusted to allow

the upgrade to be processed. She contacted Customer Service again on September 15, 2014, stating an

order had been placed for a free Samsung Galaxy S5. The representative advised her there was no order

placed, Ms. [redacted] then advised the representative if she could not get the phone for free she was going

to disconnect her line and would not pay the Early Termination Fee. Ms [redacted] contacted Customer

Service again on September 26, 2014, asking to order the phone again at no cost. The representative

processed the order and sent it to their Supervisor for approval. A few hours later on September 26,

2014, Ms [redacted] received a phone call from the Supervisor stating the order needed to be cancelled

because she did not qualify for the Samsung Galaxy S5 at no cost. She was offered one of our other free

phones and Ms. [redacted] declined the offer.

On September 30, 2014, I spoke with Ms. [redacted] regarding her concerns and the above findings. I

explained to Ms. [redacted] because the phone was offered to her at no cost and the order was cancelled I

was willing to honor the original offer. Ms. [redacted] stated she was not sure if she wanted to sign a two year

contract with Verizon Wireless at this time. I gave her my direct contact information and advised her to

contact me should she decide to accept the offer.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, I may be

contacted at ###-###-#### between the hours of 9:00 A.M. and 5:45 P.M. (PST),

Monday – Friday. For other account related issues, please contact Customer Service at ###-###-####.

Consumer

Response:

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

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

However if Verizon does not follow through with their response I would like to be able to leave Verizon without paying contract balance.

Regards,

Review: I upgraded my phone to a LG G3, when I did this I was told if I mailed in my Droid 2 I would receive a 100.00 rebate card. I called after 30 days to check on the rebate and was told you need to wait thru 2 billing cycles. I am now in my 4th billing cycle. Today I have talked to 6 differenct people with no resolution. Each one giving me another number to call hearing the same thing you need to call this number I cannot help you.Desired Settlement: I would like for Verizon wireless to do as promised. I mailed them a Droid 2 that was in great working order with charger, blue tooth. They need to send me my rebate as promised.

Business

Response:

July 8, 2015 I spoke with Ms. [redacted] about her Revdex.com correspondence. She stated she was supposedto have received a $100.00 rebate card. I advised Ms. [redacted] I could add thecredit of $100.00 to her account as we could not process a gift card because therewas not a record of the gift card in the system. Ms. [redacted] accepted the $100.00being added to the account. Ms. [redacted] is satisfied. Verizon Wireless appreciates that opportunity to respond to all concerns and apologizes for any inconveniencethis matter may have caused. If you have any further questions or concerns, youmay contact me directly at ###-###-#### Ext[redacted] Monday through Fridaybetween the hours of 10:00 AM and 6:00 PM ET. Sincerely, [redacted] J.National Executive RelationsVerizon Wireless

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,