Verizon Wireless

Review: Verizon did not deliver the phone as promised, next day (I assumed business day) .. after 3-4 days, I purchased a phone locally, from a Verizon store. At that time there was no account for me, she checked.Some time later I received a package from Verizon (I assume it was a phone), I returned it without opening it. Apparently, Verizon had re-run the transaction without my consent, committing fraud in the process.My bank retrieved my funds for this transaction, but now Verizon is attempting to bill me outside the credit card system and not participating in the appropriate discussions.Desired Settlement: Stop the harassment by Verizon, prevent them from marking my credit history for this.

Business

Response:

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

Mr. [redacted] disputes the final bill charge on an inactive account. Verizon Wireless sincerely regrets any

dissatisfaction this matter may have caused.

Upon review of the account, the account was started on April 29, 2014, and Mr. [redacted] did not receive

the device when he was supposed to; therefore, he went into a corporate store and started service with a

device purchased at the retail store. Mr. [redacted]'s credit card was refunded the charge of the device due

to all equipment being returned. A chargeback was assessed on Mr. [redacted]’s account on May 27, 2014,

in the amount of $695.48.

On September 11, 2014, through email correspondence per Mr. [redacted]’s request I advised him of the

above findings. In an effort to resolve Mr. [redacted]’s concern, I applied a final bill credit for $780.42 for the

equipment chargeback any access charges he was assessed; Mr. [redacted] accepted the resolution

provided. Mr. [redacted]’s account balance is $0.00 and will no longer receive calls from Financial Services

and no negative mark will show on his Credit Bureau Report.

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

contact me at ###-###-#### Ext: 4020225, between the hours of 9:00 A.M. to 6:00 P.M. (PST), Monday

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

Consumer

Response:

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

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

Regards,

Review: Because of significant problems in the last two years of my contract with Verizon, I decided to change providers when my contract expired in July of 2014. On July 13, 2014, I went to Best Buy and changed providers to AT&T. I had already paid my bill received from Verizon which covered the period from July 10, 2014 to August 9, 2014. On July 21, 2014, I phoned Verizon to cancel my account and to request a refund of a pro rated amount of the bill I had just paid. I was told a credit would be established on my account for approximately $107. I was also told I could expect the refund 4 to 6 weeks after my next bill (August) came out. When I received the August bill, it showed the amount I had paid but there was no credit showing. I called Verizon again, actually several times, I was told the credit was disapproved because it is not Verizon's policy to issue a refund. I questioned this because first I was told a supervisor had approved the refund. Second, Verizon bills ahead. So in effect I was paying for service I could not possibly use because I had changed providers. I have called Verizon numerous times about this and asked to speak to a supervisor. Each time I spoke to a supervisor, they said they needed to consult with the persons I had spoken to and would call me back. None ever did. One of the last calls I made I was told that all they would refund to me is half of the $107 or approximately $53. I continue to believe I should receive the pro rated share of the bill I paid, $107. No other company I know of has a policy that makes you pay for services you can't use.Desired Settlement: Full refund of the pro rated share of the last bill I paid, $107

Business

Response:

This letter is to serve as our formal response to the recent complaint filed by [redacted]. In the

correspondence, Mr. [redacted] states due to significant problems his had with Verizon Wireless over the last

two years he decided to disconnect his service on July 13, 2014. Mr. [redacted] states he received a bill prior to

his disconnect that billed him from July 10th through August 9th. Mr. [redacted] states he called customer service

on July 21st to make sure his service was canceled and requested a credit for any advance billing past July 13th.

Mr. [redacted] states he was advised by the representative that a credit of $107 would be submitted and he

would receive a refund check; however the credit was denied by the supervisor. Mr. [redacted] states when he

did not receive the refund he called back and was advised the charges were valid due to advance billing.

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

indicate on July 17, 2014 Mr. [redacted] ported his service to another carrier and due to advance billing his

service did not completely disconnect until the bill cycle date of August 9th. On July 21st Mr. [redacted] called

customer service requesting a credit for monthly access billed through August 9th. Mr. [redacted] contacted

Verizon Wireless on August 27, 2014 to see why he had not received a refund and he was advised the credit

was denied because the charges were valid. After speaking with a Supervisor the customer was offered a

credit of $50 which was half off the full monthly access before taxes.

In speaking with Mr. [redacted] on September 30, 2014, the customer states he should not be responsible for any

billing past the date he deactivated service due to all the trouble he experienced with Verizon Wireless. We

advised Mr. [redacted] a request had been submitted to have his current credit balance of $53.50 released as a

refund. After further review of Mr. [redacted]’s matter a decision was made to waive the entire July 9th statement

and another credit in the amount of $49.99 was applied to the account. Mr. [redacted] was advised this credit will

be released as a refund as well once it had processed through billing. The customer stated he is satisfied with

resolution.

Verizon Wireless would like to apologize for any inconvenience this has caused. Should Mr. [redacted] have any

additional questions surrounding this correspondence, please do not hesitate to call ###-###-#### Monday

through Friday; between the hours of 8:30am-5:30pm EST. Thank you for contacting Verizon 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 1[redacted] and find that this resolution is satisfactory to me, pending receipt of the refund checks. Verizon Wireless stated I would receive two refund checks. Both are to be received before the end of October 2014.

Regards,

Review: I bought three phones, two Motor[redacted] Smartphone and one IPhone 5, as part of my plan. One of the Motor[redacted] phones had a software issue, and could not connect to Google. This was a problem, because the phone was based on a Google platform, so no apps or updates could be installed.I took the phone back to the store, and after trying to fix it they called Verizon Customer Support who agreed that the phone should be returned to Verizon, and that I would get a same kind replacement phone. The phone was in very good condition, and had been protected by a cover and a screen protective film all the time. The phone was physically examined by the Verizon authorized dealer before it was returned to Verizon. I received the new phone after a few days, and returned the old one, as agreed. But after a few days I got an email saying Verizon had found another defect (corrosion in the charging port) on the phone that voided the warranty. The software issue that was the cause of my claim was independent of the defect found by Verizon. Still, they charged me the full value of the new phone, USD 299.- claiming it was a "damaged device fee". The phone had never had any charging problems. Discussing this matter with Verizon Customer Support did not resolve anything, as they are referring to a "disclaimer" that was read to me over the phone, of which the terms I did not accept. Probably this is the reason why they do not want to play the recorded disclaimer discussion.I'm comparing this situation with delivering your car to your dealer because of a warranty issue, where the dealer discover something that is not covered by the warranty. Thereafter they replace your car with a new one that you have to pay in full, without your consent. To me, this is close to theft.I find the situation very frustrating, and have spent hours on hold on the phone with Verizon Customer Support waiting for them to "see what they can do", just to learn that "nothing can be done".Desired Settlement: I think it is fair to request that my phone is replaced by a new phone without any fee. The phone is under warranty, and the software issue is clearly covered by the warranty.

Business

Response:

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

October 8, 2014. In the complaint, Mr. [redacted] states that he was charged a damaged device fee for a

phone that was returned for a warranty replacement due to software issues. He disputed the charge

and requests that it be removed.

Upon receipt of this complaint, a thorough review was completed. The phone which Mr. [redacted]

returned to Verizon Wireless had corrosion around the charging port, a sign that the phone had been

exposed to water.

The Executive Office spoke to Mr. [redacted] on October 14, 2014. Mr. [redacted] maintained that he had no

knowledge that the phone was damaged in any way. He had no idea of how the charging port could

have become corroded. As a one time courtesy to Mr. [redacted], the Executive Office credited the

damaged device fee he was charged. Mr. [redacted] stated that his complaint had been 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 [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I switched from AT&T to Verizon Wireless and kept my phone numbers from AT&T. Two months into my contract with Verizon I was notified by AT&T that I needed to get new numbers or pay a fee. I gave the numbers back to AT&T and had Verizon give me new phone numbers however they had to cancel my contract and start it over to do this. Apparently this account wasn't closed properly nor billed properly and I was never notified that I had any fee due. My service with Verizon has never been interrupted due to payment problems. Today 11 December 2014 I received a call from a debt collector to collect a debt for $903 from Verizon. I immediately called Verizon to find out the problem. After talking back and forth with them for most of the afternoon and evening they decided that I only owe $168 which I feel that I shouldn't owe because I made a payment to them in February and in March. Due to this problem my credit score has dropped dramatically.Desired Settlement: I would like debt that they are saying I owe to be dropped and my credit score returned to what it was before this problem.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to Mr. [redacted]’scomplaint. In the complaint, Mr. [redacted] disputes the written off balance on his account. Herequests the derogatory remarks removed from his credit report. Verizon Wireless regretsany dissatisfaction this matter may have caused.Upon review of the account, this account is showing that is in a write off status due toMr. [redacted] porting in his numbers from AT&T to Verizon Wireless and then afterservice was started, he was advised both mobile numbers had to be ported back to AT&T.On March 27, 2014, Mr. [redacted] ported his numbers back to AT&T leaving account[redacted]7-[redacted] but on the same day, a new account [redacted]6-[redacted] was created.The charges remaining on the account are for a full month of service.I spoke with Mr. [redacted] to address his concerns and the above findings. In an effort to providea satisfactory resolution, I had the account balances credited to $0.00 and the derogatoryremark removed from his credit report. I advised it can take up to 60 business days toappear on his credit report that the charges have been removed. Mr. [redacted] expressedsatisfaction 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 6:00 a.m. and 3:00p.m. (MST), Monday through Friday. For other account related issues, please contact CustomerService 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 had an issue with my Verizon bill for well over 6 months. The billing system triggers an alert that states I have an overdue payment due of $189.00 each month and I am charged a $5.00 late fee. I not only pay my bill on time but I pay it early-within days of receiving the bill. I have repeatedly called Verizon to try and resolve this billing issue. I have spent hours on the phone with Verizon and I continue to be billed late fees and error is not corrected. I have spoken with many representatives and have even requested to speak with a supervisor only I could not,that is not the process. When I finally spoke with a supervisor( after 55 minutes on hold while the rep reviewed my account and spoke with finance and 3 supervisors) I was told the supervisor,u [redacted] in Louisville Kentucky would review my account and call me back that day( March 18th). I received no call back by 3/20 so I called and was told someone would call me back. This has happened to me on at least 3 other occasions. There has been no follow up or resolution with Verizon.To make matters worse this whole issue seems to have started after my adult son went into a Verizon store to buy a new phone and renew his 2 year contract. He was advised to sign up for the Edge plan, trade in his IPhone for credit and the cost would be less. He was also told he could change his mind and return the phone. After receiving the first bill he realized it was not cheaper and when he went back to store to revert back to the old plan he was told he had to call Verizon. I called Verizon they said it was too late to change and he was stuck with the Edge plan. We were given a credit and he bought out the edge plan. He never received any payment or credit for the cell phone that was traded in. This is an example of deceptive selling techniques that Verizon uses.Desired Settlement: I would like the billing issue corrected, a credit for the iPhone traded in and compensation for the hours I have spent on the phone trying to resolve this issue.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to Ms. [redacted]’s complaint. Inthe complaint, Ms. [redacted] expresses her concerns about a balance that shows on her account whenthere really isn’t a balance due. She also brought up a past issue about not receiving a Verizon gift cardfor a device that she traded in during a promotional period. Verizon Wireless regrets any inconveniencethis matter may have caused.In an effort to provide a satisfactory resolution, I advised Ms. [redacted] that this is a known issue and thatwe have a fix going in to place in April that will resolve her billing issue. I also offered to apply a one time$200 credit towards her wireless account because she didn’t receive her gift card. Ms. [redacted] expressedsatisfaction in the resolution provided, and had no further concerns.Should the Revdex.com or Ms. [redacted] have any questions regarding this response, pleasecontact 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 [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]. I am not willing to state that this resolution is satisfactory to me until there is evidence that the billing problem has been resolved. [redacted] at Verizon was confident that he had identified the error and could correct it. I have been told this in the past only to find that the issue was not corrected and continued. I will not be able to close this and accept the resolution until Verizon has proven that it has been corrected.

[redacted] at Verizon has committed to follow up with me because I will most likely have another late fee on this months bill. My hope is that the error is corrected for the next billing cycle. This issue is not resolved as of yet.

Regards,

Review: When my kids upgraded over 2 years ago-I did NOT upgrade. I still have the same old flip phone with basic service. However, when my kids upgraded due to school work, my base price went from 9.99 to 30.00 and I did NOT receive any xtra features. I have called several times to tell them that I have been charged OVER 500.00 since my kids upgraded that I do not have any services for. Everyone in my house has charges for Over 40.00 a month which I am NOT disputing because they have better phones and upgrades.I am disputing the fact that I have been charged xtra for no xtra services and my basic monthly rate should have stayed at 9.99 for my phone number (###-###-####). Everytime I call to complain (and I have since it has happened....they end up telling me that I should upgrade,...it will only cost me 10.00 more a month!The issue is not me upgrading or paying 10.00 more...it's that they have charged me the 30.00 since my kids upgrade (on my old flip phone) and I should still only be charged 9.99! You cannot charge someone for service they never had!I am more than willing to pay the price on the rest of my family but my old flip with only text on it, should continue to be 9.99 and they owe me a credit for over 2 years. Thank you. Sincerely, [redacted] (still using a dumb phone & liking it)Desired Settlement: 20.00 times 27 months

Business

Response:

I spoke with Ms. [redacted] regarding her concerns. After a review of the account, Ms. [redacted] has been on the More Everything plan since August 2013. A confirmation letter was sent. I've sent a duplicate copy of the confirmation letter. There are no credits warranted.Verizon Wireless appreciates the opportunity to respond to Ms. [redacted]'s concerns. If there are any further questions, Ms. [redacted] may contact me directly at ###-###-####. My office hours are 7:00am - 3:30pm EST Monday through Friday.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is as far as I am ever gonna get with this company. They gave me a measly 40.00 credit! 40 dollars! I find it ridiculous that they raised my rate so much with no upgrades by me....I find it ridiculous that it took so long to get an answer out of them. I also think 40.00 credit is ridiculous but I am tired of fighting. I guess they can do whatever they want & if people like us need to stay in communication with our kids, we have to pay up!Thank you Revdex.com for your help but until these companies have more guidlines & rules to protect the consumer, we are stuck!!!

Regards,

Review: My complaint is about a balance due on my closed account. I have been a loyal customer of Verizon for years. I had a contract which included two phones and a jet pack with 12 gigs of data which expired in Jan. I was paying $213 a month. I decided to go with [redacted] Net for my internet, which was considerably cheaper. This was installed on Jan 25th of this year. On Jan. 31st, I went into the Plainwell Verizon store to cancel the jet pack. They called customer service for me and I talked with them for quite a while trying to cancel my jetpack. I told them at least twice that I just wanted to cancel but he persistently kept coming up with better deals. By Feb. 7th, I had both of the phones switched to a new provider. Feb. 9th, which was a Monday, I returned to the Verizon store again to cancel my jet pack. They said that I needed the number for it which I couldnt provide so I had to go home to look it up on my bill. They did give me the customer service number to call which I did immediately. I was then told that both of the phones had been switched in time for no further cost but the jet pack wasnt. He said, I you would have to had to call yesterday for there to be no charge. My reset date was the 8th. Well, yesterday was Sunday! He did tell me that he could reduce the amount owed and would send me a new bill. I received my bill for $49.90 on 3/21/15. They charged me $49.90 for one day and there was no use on my jet pack. The jet pack had been unplugged and turned off. I called Customer Care about this on 3/23/15. They said that I was being charged $20 for a months use (because the jet pack was available to use) and the rest was for other fees. I explained that I had cancelled it and that I didnt use it a month, not even a day! They did reduce the bill again by $20. So now they say I owe $29.90 for something I didnt use at all, and they knew I wanted it cancelled. I do not agree that I owe this and I do not want to pay it! I would like my balance zeroed out.Desired Settlement: I want my balance reduced to $0.

Consumer

Response:

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

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

Regards,

Review: I was deciding between t mobile and Verizon when the salesperson said he could lower my bill by $10 per month for the year. I made my decision to move forward and renew a 2 year contract with Verizon wireless. When I got the bill there was a $60 charge that I was not made aware of. I called and spoke with a customer representative who offered me $10 a month off for a year. I was confused and asked if that was already on my bill , she said it was and said she would refund me the $60.The next month, they still hadnt credited my account, so I called again, and I was assured that I would get the credit for $60, and the $10 off per month. This Verizon Wireless rep guaranteed that it would be taken care of. The $60 was taken off but the $10 credit, continues to be an issue. When I called the third time, the customer service rep said she saw it and would take care of it, but alas it was not taken care of. My most recent call on Saturday June 27, I spoke with a Verizon wireless rep names Jennifer, she confirmed that she saw the notes from my previous calls and that I was offered the $10 off per month, but I asked to speak to a supervisor, since it hadnt been resolved. I spoke with a supervisor [redacted] badge [redacted], who also confirmed that he saw in the notes that 2 Verizon wireless employees offered me the $10 off for a year, but he was going to break the truth to me that since I didnt have it in writing there was nothing he could do. He continued to be condescending and cantankerous, and I asked to speak to his manager. He said he would happily have his manager call me but it would take 24 to 48 hours for me to receive the call.I waited until Wednesday afternoon and called a 5th time to inquire as to why I never received a call that a supervisor allegedly put through. The Verizon wireless rep, [redacted] whom I spoke with said there were no such notes. She offered to put me through to a Loyalty supervisor. When I spoke with the person, he was not a supervisor, but a regular loyalty rep.Desired Settlement: I want a credit for $200 for the $120 and $100 for the the 5 calls and over 5 hours and frustration.

Business

Response:

Thank you for allowing Verizon Wireless to respond to the concerns expressed by Ms. [redacted]. In the complaint, Ms. [redacted] is stating she was advised she would be able to keep a promotional discount on her line when she processed an equipment upgrade. Verizon Wireless regrets any dissatisfaction this matter may have caused. Ms. [redacted] visited Costco on May 15, 2015, and processed an equipment upgrade. During the process, the Costco representative advised Ms. [redacted] the promotional discount on her line would remain and she would continue to receive the $10.00 discount. Upon further review, the discount expired on May 11, 2015. I spoke with Ms. [redacted] regarding the above and my findings on July 6, 2015. I explained I would not be able to place the reoccurring credit on her account and offered a one time adjustment in the amount of $120.00, to cover the $10.00 discount for 12 months. Ms. [redacted] accepted this offer and had no further concerns. Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:00 A.M. and 6:00 P.M. (PT), Monday through Friday. For any 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 contacted Verizon 4 times about this issue. I have switched to Verizon in the beginning of July and did it in store. Took advantage of the $300 trade in deal ($100 Bill Credit and $200 gift card per line). I brought over 2 lines. We got both of the bill credits and one of the gift cards. Both Phones were turned into Verizon at the store and on the receipt it shows 2 $200 gift cards for both phones. I contacted Verizon 4 TIMES on this issue. #1: Called and Customer service rep said that a supervisor would call within 48 hours (waited a week... it never happened)#2: Called after a week and asked why supervisor never called. Rep said that they will write an email to their supervisor and ask for the request to be expedited#3: Called and asked whats the status. Said that the supervisor is no longer with the call center they will take care of it then with the new supervisor. Was told that supervisor would call within an hour. She did and said that they are running it through again and I will receive a gift card within 5 days. Called me two days later with a promo code and told me to submit it through a website (said I should receive the giftcard within minutes). Did that and now they are sending me materials to ship in the phone (even though I do not have it since I turned it in the store).#4: Called and let them know that I did what the supervisor told me to do and I am still waiting. Customer Service Rep said that the Supervisor is going to manually credit the gift card submit. And I am still waiting.I am greatly disappointed on Verizon not following through with their word any of these times. With coming to verizon I really thought I was going to finally find that great cell phone company that is hard to find. With this whole experience, I am greatly questioning the integrity of the company.Desired Settlement: $200 gift card that was part of the promo and an apology for all of the lies off your customer service staff and all the wasted time that I've spent on this.

Business

Response:

On behalf of Verizon Wireless, please accept my sincere apology for the difficulties you experienced with our company. A review of the account indicates that Mr. [redacted] only received one of the $200 gift cards via email. The account notations on 08/13/2015 show that a $200 credit has been applied to the account already. Per Mr. [redacted]’s email response the issue has been resolved. 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: Called Verizon regarding a charge on my account after I received my August bill through mail, they say they are charging me for one day because I changed my cycle and to me that is ridiculous for one day being charged 30 something dollars add to my 140 bill,before all of this I spoke with someone a couple of months back to change my due date for the 21st and they did not do so they ended my cycle on the 21st instead which is something I did NOT ask for, Today when I called I was transfer varies times and no one knew what the charge was for after I spoke with the last representative ID #[redacted] She then informed me of the issue and then was being sarcastic and rude with me and telling me no one was going to give me credit and that she cant do anything, and to me that is a lie.Desired Settlement: I would like a credit because for one day being charged an extra 30 something dollars because I change my due date is ridiculous, that means I am being charged an extra plan and or service.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to the complaint forwarded on behalf of Ms. [redacted]. Upon review of the account, Ms. [redacted] had a bill cycle start date on the 7 and wanted to have it changed so she could pay her bill on day 21 every month. Her bill cycle was changed to the 20th, which did not resolve the concern because the payment would be due on day 15 each month. On July 20, 2015, MS. [redacted] contacted Customer Service to have her bill cycle date changed to the correct date. Due to the bill cycle date changing in the middle of the cycle, another bill was generated which included charges for six additional days of service. Ms. [redacted] disputes the extra charges even though the charges are correct. I spoke with Ms. [redacted] and confirmed the above findings. I explained the charges and monthly billing to her and set her expectations going forward. In an effort to resolve her concerns, I applied an adjustment of $29.40 for the six days of service and advised of the new account balance. Ms. [redacted] was satisfied with the resolution provided and had no additional concerns. Verizon Wireless appreciates the opportunity address your concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly toll free at ###-###-####, Monday through Friday between the hours of 6:30 AM and 3:30 PM PT.

Review: I have been very patient and accommodating, but this is it, I have no more energy to keep fighting for my rights and I do demand being respected and treated equally; which is not the case. To sum-up the issue, in March, 2015 - I added an extra line, the representative added two lines instead of one, by accident, by the time I got my bill and discovered the issue, I called over 10 times to get the line removed and the representatives gave me a hell of time to get that fixed. Over 3 months, I spent over 40 hours talking on the phone and waiting on the line. I kept paying for the full bills despite that I was waiting on the credits. More over, I discovered that the international-calling-discount plan that I added back in May of 2014 was removed. I tried to get that cleared and fixed over 20 times and they would tell me "We will get it credited back to your account" and never fix it. If you listen to all phone conversations that I had with Verizon, everyone promised to help with my issue and no one fixes anything. They would tell me "We put a dispute hold on your account till we fix the problem" a week after that my line would be disconected and when I call they tell me "We decided that nothing needs to be done so we took the hold off and cut your service off" This happened over 3 times! One of the times I was in Alaska in the middle of no where and out of the blue my service got shut off. How terrible is that???On June 5th, I called and talked to an account sepcialist to disconnect my service due to the endless number of issues and the customer care specialist offered to look at my issues and help with them. She assured to call me back within 48 hours after all the issues get fixed, and after waiting for almost a week with no call back, my serivce got shut off again. That gets me to a conclusion in which does Verizon think their customers are stupid? I pay over $3000 in phone services per year and get the WORST customer service, broken promises and horrible service. Why? When its Verizon'Desired Settlement: 1- A credit of $2358.86 to clear outstanding balance with Verizon - Invoice #[redacted]- A refund for $3000 for the time spent on the phone, writing letters and emails with customer service trying to resolve the issues.

Business

Response:

Executive Relations spoke with the customer concerning her complaint. I advised the customer that all the charges are valid and the charges referencing the line added in error have been credit to the account. As a courtesy I offered to credit all the international charges associated with the account leaving the usage charges that reflect the customer valid charges. The customer declined the offer due to not receiving the balance credited and an additional $3000 for time compensation. This case is considered closed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:verizon didn't even allow me to explain the situation, they charged me for a line that I don't have and they acknowledged the error from their end, yet he told me the charges still apply. I will take them to court because they are treating me badly because I am a minority who speaks English as a second language.

Regards,

Business

Response:

The Executive Office spoke with Mr. [redacted] on October 7, 2015, and apologized for any inconvenience. During our discussion, it was made clear that all charges associated with the extra line had been adjusted on the May 2015 bill statement. Strictly as a courtesy, we agreed to complete a rerate of the international charges from January 2015 - July 2015, and he would be billed at the lower rate as if he had still been paying $4.99 monthly on the Global Feature for ###-###-####. The total adjustment would equate to $363.70. He was advised we would also credit the $150 early termination fee on ###-###-#### due to the fact we were unable to locate a signed agreement. He understands if he opts to port his services back to Verizon Wireless then we would also credit his additional early termination fees totaling $670. The final credit amount offer is being communicated via email to [redacted] and he is being advised this offer will be valid until October 30, 2015, allowing ample time to consider.

Review: I swithched from Verzion to [redacted] and three different times they told me I was paid in full but kept getting billed. Each time I called I got a different reason for the bill. the four time I tried talking to them they said I still owed them 121.00 after already paying them almost two thousand dollars. I was to get a call from a superviser but was turned over to a collection agentcy. I feel like they are just trying to bully me in to keep paying them more money.Desired Settlement: I was told I was paid in full. I feel they should honor that and drop the $121.00. Then they should let me alone.

Business

Response:

I reviewed the account and found that the customer's final bill totaled $940.00 and the customer paid $819.00 toward the final bill. As result, there was a carry over balance of $121.00. In an effort to resolve the dispute, I have credited the account $121.00 to zero out the balance. No further action is required by Mr. [redacted]. If Mr. [redacted] has additional questions, I can be reached @ ###-###-####. Regards,[redacted] R.

Review: I discontinued my service with Verizon on April 14th, 2014 to go to another carrier. Despite the fact that I only used 4 DAYS of Verizon's service (billing period April 10 - May 9... actual use April 10-April 14), Verizon refused to pro-rate my bill and I was forced to pay a $94.25 bill for services I did not use.Request for pro-rated refund.Desired Settlement: Request for refund of portion of the bill charged for and not used. $94.25 divided by 29 days averages out to be $3.25, x 25 days = $81.25.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I originally requested a refund of $81.25, the pro-rated amount minus the 4 days of service I did indeed use. Verizon refunded me $76.22, which is $5.03 less than my request. This is not what I asked for, however it is better than a stick in the eye.

Case closed.

Regards,

Review: failure to comply with their own written information, failure to honor arrangements made with customer care, charges that were not clearly established

I purchased this phone on 8-17-2014 it took over five hours and more than 10 phone calls, they changed the promotion during order had to call in, they were barley willing to honor price I had,ordered the phone then they couldnt find the order and told me to reorder , called in then a tele sales rep told me he would waive the activation fee if I basically doubled the price and purchased accessories, when I declined he basically called me stupid, had to call in again to get shipping address corrected , recieved phone and activated it , to my dismay the fees they agreed to take off were billed, called again after an hour they took off part of fee , then I called back in to address the imperfections on the decive was told to take device into a cooperate store to exchange no questions asked. waited for one hour while they proceeded to tell me I had to pay an additional fee to swap out for the same device under the 14 day return or exchange policy, infuriated I took device left called customer service and she stated that the corporate store salesman lied about the information in the notes stating I said I damaged the phone , and had no case for it , when in fact I had taken it out of its otter box just prior and it went back into its original packaging. there I got placed on hold again and then the rep says we cant exchange unless you pay fifty dollars its a samsung thing she says. however no where on their 14 day exchange does it state that there is a fee for exchanging out a device under the 14 day policy to return exchange or cancel. I told the rep to cancel the account and null the contract. then she tells me id have to pay and early termination fee. I stated to her since the phone was under its 14 day policy I was not paying anything . she stated that they would send me an address label to send phone back and that once they received it the account would be closed . she did not suspend service nothing.I had to get on the phone and suspend services myself 8-25-2014 to avoid any future billing . packaged the device back into its box and is awaiting their shipping label that she stated would take 2 to 3 days to arrive.

I will never again open an account with this sub par company . the entire time from the 17th of aug 2014 till today the 25th of august was one bad expeirience at best.Desired Settlement: I want back the entire 106.99 I was charged to my credit card. if it is not returned to me because of there terrible service and gross misrepresentation I will file a dispute with my card services to have the amount charged back.

Business

Response:

September 25, 2014

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains he is unhappy with his Verizon Wireless service and wishes to return his Samsung Galaxy S 5 device under the Customer Guarantee and disconnect his line of service without an Early Termination Fee. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

Upon review of the account, Mr. [redacted]’s device was returned to our Centralized Returns Warehouse on September 9, 2014. A refund of $106.99 was processed and the line of service was disconnected without an Early Termination Fee on September 25, 2014.

I have not been able to contact Mr. [redacted] by phone, but I have been able to contact him via email, and informed him of the above findings.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 10:00 A.M. and 7:00 P.M. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted].

[redacted].

Executive Relations

Consumer

Response:

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

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

Regards,

Review: I signed up for the Verizon Wireless Unlimited Talk/Text with 1gb of data single line plan because it was advertised on their website as a flat fee of 60$ per month. It is advertised in 3 spots on Verizon's website that it is a flat fee of 60$ per month. I even have photographic proof of it. I signed up for the two year contract believing that it was a flat 60$ per month with taxes and fees included in the 60$. My first bill was understandably 110$ because of an activation fee. I just received my bill today for September and was shocked at the 73.05 charge. I was told that taxes and fees were not included in the 60$ and that it was advertised wrong on the website. The representative I spoke with said that the website should say "60$ *plus taxes and fees." I am upset because that is false advertisement and they got me into a contract paying 13$ more than advertised each month.Desired Settlement: I understand the $5.97 411 charge for the month of September, so I am ok with Septembers bill being $65.97. But I want Verizon to honor their advertisement of 60$ a month flat fee for the rest of my contract.

Business

Response:

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

the complaint, Mr. [redacted] requests that Verizon Wireless honor the advertised monthly

price of $60.00 for his plan. Verizon Wireless appreciates the opportunity to address Mr.

Totten’s concerns.

A thorough account review found on August 08, 2014, Mr. [redacted] started one line of

service with Verizon Wireless. He started the line of service on an Unlimited Talk and

Text 1GB plan for a $60.00 Monthly Access Fee. The $60.00 advertised pricing does not

include taxes and surcharges.

We spoke to Mr. [redacted] on October 29, 2014, to address his concerns and the above

findings. We explained that the advertised pricing does not include taxes and

surcharges. Mr. [redacted] understands he is responsible for the taxes and surcharges on

his billing statements.

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

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

of 7:30 a.m. and 4:00 p.m. (PST), Monday through Friday. For other account related

issues, please contact Customer Service at ###-###-####.

Consumer

Response:

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

Regards,

Review: As a former [redacted] customer (2003-2008), I was grandfathered into Verizon Wireless. I soon found out that customer service, and legible billing, is not what it was when I had [redacted] Nothing has changed in the years since.This latest debacle begins when we get our bill for November. It reads that I owe $969. Thats right. I owe twice my monthly car payment for a 2013 Ford Explorer. I do not have 15 lines, nor am I [redacted], so I do not deserve, nor can afford, this ridiculous bill.My calls to Verizons infamous customer service line start with [redacted] at Financial services. Rude, combative, blames my woes on a lack of understanding of both the contract I signed and the bill I receive monthly. So Im illiterate. Good reason to overcharge me, I guess. I explain that since October of 2014 I have been trying to call [redacted] at the Verizon Executive Office (###-###-####) a total of 5 times since I got her number October 10th, to no avail. I have left messages with my number each time. This was in response to a previous Revdex.com complaint #[redacted]. I wont belabor the point. Suffice to say, Verizon credited me $552.25 twice, claiming I socially engineered money from one of their poor unfortunate customer service representatives. My bank account differs on this point, by the way, with a payment to Verizon September 22nd of $553.00. Odd, those numbers look similar. More on that mystery later.[redacted] doesnt believe me. Shes done talking to me; apparently folks that disagree with her are out of bounds. So I am transferred to [redacted], a polite, studious sort, who places me on hold to do some research (or get coffee, who knows). She and I go over, in painstaking detail, my bill for this month. Balance for the month is $367. Past due balance is $977.02. There are reconnect fees ($60), though I have not been disconnected, a $93 plan change fee (did not change plans), and a new line fee ($118) for a line which my son has had since last year, 12 months in fact. Great accounting guys. More to follow...Desired Settlement: Waive all fees, remove the past due balance, since nobody in Verizon's brain trust can figure out whether I am owed that or I owe them that. They can't even agree on the amount. Start at square one; $350/mo from here on out. That is still too much, but we'll deal with that when we get there. Fix my bill first. Remove the reconnect fees I didn't incur, the new line fee for an old line, and the $552.25 credit that apparently I stole but in fact paid them.

Business

Response:

This is in response to the above-referenced complaint filed by Micheal [redacted] and received by Verizon Wireless on December 15, 2014. In his complaint he states that he received a bill in the amount of $969.00. He states that Verizon credited him $552.25 twice on his account. He states that he replaced a payment that was returned in the amount of $552.25 by submitting a payment of $553.00. He states that his balance does not reflect that the payment was replaced. Upon receipt of this complaint the Executive Office spoke with Mr. [redacted] and reitereated the above complaint. After a review of the account it was found that on September 16, 2014 a payment was made of $552.25 to the account in error. This payment never posted to the account and the balance never changed. On September 24, 2014 the payment was reversed and charged back to the account on the October bill. Verizon has found that since the payment never applied to the account the reversal should not have affected his balance. A credit adjustment of $552.25 was applied to the account and the balance has been adjusted. Mr. [redacted] is satisfied with this resolution and this complaint is 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 at ###-###-#### or toll free at ###-###-####, Monday through Friday between the hours of 10:00 AM and 7:00 PM EST.

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. The sheer amount of time spent poring over my bills to determine said error is disturbing, however. Simplifying billing and fee structure will prevent such errors and drawn-out complaints in the future.

Regards,

Review: I participated in Verizon's device recycling plan in October 2014. I was told that by sending in my iPhone 4 that was in great condition I would be given a $200 credit. It is now June 2015 and I have not received anything about my phone. I have called Verizon countless times am always told that they are backed up and have no clue where my phone is. At times they have told me that someone will locate my phone and email me in 7-10 days but that has never happened.Desired Settlement: I would like for Verizon to get me the $200 credit as promised.

Business

Response:

[redacted] contacted the Revdex.com regarding the trade in program. In October of 2014, the customer was told that she could trade in her Apple Iphone 4 and get a $200.00 Verizon Wireless gift card as long as her device was in good working condition with no physical or liquid damage. The customer activated new service on 10/03/2014 and explained that per the submission ID # she thought that she would receive her gift card within 4-6 weeks. It is now June 9, 2015 and the customer still has not received her gift card and when I try to check the submission ID update, it reads that no information is found. In an effort to assist the customer I explained to her that I would apply the credit of $200.00 to her account which will impact her balance. I informed Ms. [redacted] that she currently has a balance of $66.30, I applied the $200.00 credit which will now leave her with a credit balance of $133.70. Ms. [redacted] was satisfied with the resolution hat I provided to her.

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 filling this complaint to verizon wireless because my cell phone I got with them in feb 2015 has not work right since day one. And I hate it! I asked to get a different one because this one is way to hard to run and does not work right. They told me they can't under the 2 year contract and they said they send me the same device after I told them I have no idea how to run it and it's way to complicated. they don't understand it. and want me to get a refurbish one from Motorola so I tried doing that they said it would take at least 10 days before I could get my new phone I can't wait that long I need the phone for work! I want my contracted terminated no fees im done. I can't get any support I have called number of times about the phone we are sorry we can't. so end my contract.Desired Settlement: I want my contracted ended and no longer service through verizon, unless they can make me a deal and get me a better phone like an iphone or Windows phone.

Business

Response:

I spoke with Mr. [redacted] on May 15, 2015. Mr. [redacted] expressed his dissatisfaction with the operation of his Motorola Droid Maxx device that was purchased under the Edge Program in February 2015. On April 17, 2015 Mr. [redacted] contacted VZW to explain the software issues that he was experiencing with his device. Mr. [redacted] stated that his device issues started after receiving a software update. The primary issue was the lack of responsiveness with the touch screen. All the troubleshooting was performed including a master reset. The issue was still present, and Mr. [redacted] was not satisfied with the warranty process. Mr. [redacted] suggested we replace with a new device. Upon my review, Mr. [redacted] also contacted Motorola for assistance. The recommendation from Motorola was for Mr. [redacted] to send his device to Motorola for repair or replacement. This option was not suitable due to the fact Mr. [redacted] would have been without a phone for a minimum of 10 days. During my conversation with Mr. [redacted], I recommended that I will honor another Edge Agreement. Mr. [redacted] requested an iPhone 6 Plus 16GB in silver. Mr. [redacted] understands he must return the Motorola device within 14 days from receipt of the new device. I explained to Mr. [redacted] that a return label will arrive via email to [redacted] Once the Motorola device is received I will request to cancel the Edge Agreement for the Motorola device. Mr. [redacted] accepted the offer and was satisfied. This issue is now resolved.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted]2, and find that this resolution is satisfactory to me.

Regards,

Review: Last month, I traveled to Europe for 10 days for work (June 22-July 3). The day I left the country, I called Verizon Wireless and asked for an international data/messaging package while abroad. For the past 2 years that I have traveled internationally, I have never had a problem and always received an international plan for a decent rate. When I spoke with the customer service representative this time, she assured me that I would receive the same package while away. The only thing I did not want was a voice/calling plan. I was told at the end of the call that the plan had been set-up to begin at midnight on June 22 and continue through July 3. At that time, I assumed that all was fine. However, when I recently received my phone bill from last billing cycle, it was for $355! Confused and frustrated, I looked at my bill details and realized that I had not received the correct international package (the one that I had originally wanted), but instead was given something called "pay as you go" which charged me 50 cents per outgoing text message! This equated to over $200 in additional charges. I immediately called Verizon to speak with them about the matter and clear up the confusion; however, I was told that there is nothing that can be done. After countless phone calls and hours spent speaking with different service representatives, I still owe Verizon over $300 for a mistake that I believe they made. In my mind, they are at fault and owe me a credit for the additional cost of the international messages. Had I received the correct plan to begin with, my bill would not be as high. I believe that Verizon owes me the difference.Desired Settlement: I believe that Verizon should credit my account the difference in additional charges for international messages outside of what I would have paid if I was given the correct package. I do not feel that I should pay over $200 in fees when I specifically asked for an international plan. In my mind, Verizon has been dishonest and manipulative.

Business

Response:

Executive Relations has communicated with the customer via email that the requested credit has been applied to her account as of 08/07/2015 in the amount of $245.18. The case is considered resolved.

Review: AN ONLINE ORDER WAS PLACED 11/29/15 FOR TWO NEW [redacted] PHONES AND 2 TEMPERED GLASS. IT WAS NOT CORRECTLY PLACED ONCE SUBMITTED BECAUSE THE OPTION TO BUY OUT OUR OLD PHONE EDGE AGREEMENT AND TRADE IN ANOTHER PHONE WAS NOT GIVEN. I IMMEDIATELY CALLED VERIZON TO CANCEL. THE AGENT [redacted] SAID HE CANCELLED THE ORDER AND THE 99.60 THAT I PAID BY CREDIT CARD WOULD BE REFUNDED TO ME SINCE THEY WOULD NOT EVEN LEAVE THE WAREHOUSE. HE WOULD CALL ME WHEN COMPLETED. HE NEVER CALLED. THIS REFUND TO MY CREDIT CARD WAS NEVER COMPLETED. I CALLED BACK A FEW DAYS LATER TO REPLACE THE ORDER CORRECTLY WITH A MANAGER AND SHE SAID IT WOULD TAKE 5 TO 7 DAYS TO GET THE 99.60 REFUNDED TO MY CREDIT CARD. I DO NOT WANT A CREDIT TO MY BILL, I PAID ONCE AGAIN WITH A CREDIT CARD WHEN THE ORDER WAS REPLACED. I WANT MY 99.60 BACK ON MY CARD. I HAVE CALLED 7 TIMES AND HAD 3 CHAT SESSIONS WITH AGENTS THAT JUST BLOW ME OFF. THE MOST RECENT WAS A MANAGER NAMED [redacted] AT ###-###-#### EXT [redacted]. SHE SAID SHE WOULD CALL ME WHEN SHE FOUND OUT WHERE MY REFUND WAS. SHE NEVER CALLED BACK AND I LEFT 2 VOICEMAILS. THE REFUND WAS REQUESTED 11/29/15 AND TODAY IS 12/14/15 AND I STILL HAVE NOT RECEIVED MY REFUND NOR A PROMISED CALL BACK.Desired Settlement: WANT 99.60 BACK ON MY CREDIT CARD & ALSO WANT MY TWO NEW [redacted] PHONES TO BE CREDITED TO ME AS FREE. AS MUCH TIME AS I HAVE WASTED TRYING TO GET A REFUND THAT IS RIGHTFULLY MINE. GIVE ME MY PHONES FOR FREE AND MY REFUND.

Business

Response:

RE: Complainant: [redacted]Case Number: [redacted]Dear Ms. [redacted]:This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 12/15/2015. In her complaint, she expressed her concern with the time frame that was taken to receive a credit back from a canceled order.Upon receipt of this complaint, I completed a review of account number [redacted] Our records indicated the credit to the customer's credit card was issued on 12/14/2015 and takes 3-5 business days to post to their statement. Due to the inconvenience we offered the customer two free cases for their new devices and the customer declined. We then offered to credit off half of the customers next bill and she also declined that offer, requesting a credit for the full retail price of each device. The customer was informed that we would not be able to satisfy her request and she stated that she no longer wanted to discuss the matter and disconnected.Verizon Wireless appreciates the opportunity to respond to concerns. If you have any further questions or concerns, you may contact me directly at [redacted] Monday through Friday between the hours of 9:30 AM - 6:30 PM ET.Sincerely,[redacted]Executive RelationsCC: [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The agent failed toentiendo that she was rude and kept talking over me. I asked to speak with another person that did not have a terrible attitude and speak over me. She kept making excuses for the poor service and turned it around to say she worked for a living. I do not care one bit about her, I want someone that values customers to call me to not make excuses, but to tell me that I am valued, and not to offer me cases that cost Verizon pennies. I have cases, I do not need to stay with Verizon, thee aerial better service providers in my area. Tell me what will be done to fix this and offer me something more than 2 cent cases. And have a person without a bad attitude contact me. I have spent HOURS dealing with this.

Regards,

Business

Response:

This is in response to the above referenced informal complaint received by Verizon Wireless on December 21, 2015. In her rebuttal, Ms. [redacted] rejects the response provided by Verizon Wireless to her complaint. She maintains she continues to receive poor customer service and request her new phone be discounted to $0.00. In speaking with Ms. [redacted] on December 23, 2015, we expressed empathy for her recent experience as she confirmed she has received her equipment refund. In good faith, we offered to credit her account $150.00 plus taxes and surcharges for one month of service. This credit will appear on Ms. [redacted] January 4, 2016 billing invoice. Ms. [redacted] confirmed she will accept this offer as resolution to bring this matter to a close. Coaching and feedback was sent to management for review. Verizon Wireless appreciates the opportunity to respond to Ms. [redacted] concerns. If you or Ms. [redacted] should have any further questions or concerns, please contact us directly at ###-###-#### between the hours of 8:30 a.m. and 5:00 p.m. EST., Monday through Friday. Respectfully, Executive Office