Verizon Wireless

Review: Went to [redacted] and got a new phone and told them I wanted to have it as a mobile hotspot. They told me only way is to get the mobile Jetpack. Was using it for about two months and then found out it was a lie. I could of used my cell phone as one the whole time. I started doing that and have not used jetpack in about 8 or so months. Called to file a complaint and was told I would receive a call back which never happened. Then told to contact [redacted] and they dont care so to contact verizon. After playing phone tag for hours I talked to a very rude person that so I'm out of luck. Im paying for a device a was lied to about needing and want gone. Been under verizon since 2011 and intended to stay with them longer. This is my last try to get my account fixed before I move on with another company. I called last night and they want $140 early termination fee to remove the jetpack. Was also told that I could suspend it with billing to save alittle so I did for 90 days. Come to find out it did extend it to January 2016 now cause they suspended it wrong.Desired Settlement: Want the Jetpack removed from my account.

Business

Response:

September 3, 2014

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains he was misinformed when he purchased and activated a brand new Jetpack Hotspot line of service at [redacted]. He states he was not told his Smartphone could be used as a Mobile Hotspot. Mr. [redacted] requests the line of service be disconnected, and the Early Termination Fee waived. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

Upon review of Mr. [redacted]’s account, on October 14, 2013, the Jetpack line of service was purchased and activated at [redacted] with a two-year Customer Agreement. The line of service was suspended without billing from May 5, 2014, to August 2, 2014. As a result, Mr. [redacted] was not charged for service, and the Customer Agreement was extended by the number of days it was suspended. The line of service was suspended without billing a second time on August 27, 2014. The current Early Termination Fee is $140.00.

I spoke with Mr. [redacted] to address his concerns and the above findings. In an effort to provide a satisfactory resolution, I offered to disconnect the Jetpack line of service and credit $105.00 of the Early Termination Fee, which will appear on the September 2014 billing statement. Mr. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

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

Sincerely,

Executive Relations

Consumer

Response:

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

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

Regards,

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 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: 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: 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,

I received an email from [redacted] claiming that my prepaid account had run out of funds.
In fact, I had a balance of over $100. Buried in the email was a line stating, "Already refilled your account? Great."
How desperate is Verizon to resort to tricking customers into giving them more money? Pretty despicable.

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: 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,

The Family Base is supposed to allow parents to control family usage, but its data limits feature does not work as advertised. I subscribed to the Family Base plan several months ago. I set the data limit on my daughter's line, but I got an overuse charge in my last bill. I got similar charges a few times in the past, but I figured they fixed the problem. I recently called and after several minutes with one customer support rep telling me repeatedly that I hadn't subscribed to Family Base, a second one told me that Family wasn't available with my calling plan, they finally told me that they can't stop data usage during a "session" and that I would have to call them each time that happened to reverse the over charge. How likely is it that someone will be in the middle of a "session" as they exceed the limit? Why don't they just shut it off as I requested? Apparently, they're also unable to automatically resolve this known problem without putting me through the repeated customer support hassle.
I reported it to the FCC and Verizon told both of us the same story. The FCC bought it and close the complaint -- pretty much confirming my expectations about the FCC. So now, I'm stuck in a contract where I'm supposed to be responsible for my side of the contract, but they don't have to. Family Base is starting to look like a gimmick with services that Verizon can't reliably deliver. It's probably time to jump ship.

We have had several issues with verizon wireless. They told us one thing in the store when we got our phones and we noticed a gradual increase on our bill. When I called about the issue I was told we should have read the contract well I feel verizon employees shouldnt LIE to customers in order to make a sale. That is no way to conduct business!

On 5/16/15 I spoke with a CS rep for Verizonwireless regarding changing to a less expensive plan because I had recently retired and would not be receiving an employee of a preferred customer discount and would have to cancel my service with Verizon as I had found a cheaper service provider. The rep assured me he could find me a plan that would reduce my cost and possibly keep me as a customer as I had been with them for many, many years. After spending a good deal of time with the rep on the phone and trying to figure out all the intricacies of the NEW DEAL he offered (which was a reasonable price of what I would be paying with a new service I was considering) we agreed to a price for the three lines on my account and retaining the same number of usage minutes if I signed up for a years contract. I was all smiles and happy to know that I would be saving approx. $25 per month from my old service agreement with supposedly nothing changed except I would be getting an additional bonus of unlimited texting which I never used and did not need. WOW! Such a deal!! You can imagine my chagrin and downright displeasure when I received my first bill from them and it was approx. $15 more than my previous contract and about $45 more per month than what we had agreed upon. On 6/26/15 I called them to find out what the problem was and after speaking to a customer supervisor was told that an honest mistake had been made by the employee and they would credit my account for a portion of what was agreed upon but could not honor the original deal made on 5/16/15. After much discussion about the Verizon companies integrity, he did offer me a NEW DEAL which would have resulted in a discount. His imperious attitude, his questioning manner bordering on badgering and the fact that his company would not honor the original deal, I told him I would be changing servers. So he upped my premium payment to what it would be without any discounts and told me the company would welcome me back with open arms should I wish to reestablish business dealings with them. SUCH GENEROSITY!! I am of the opinion that when someone (be he a minion of the company or the president) makes a deal , honorable men or honorable companies honor that deal even when they make an honest mistake. As such, I feel their dealings with me were ingenuous at best, and at the worst bordered on the mendacious. BEWARE the Jabberwocky and their double-speak!!!!!

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: I have filed a request for mediation with Verizon Wireless on November 29, 2015, on a dispute over a $500 bill I consider at least part their fault, it not all, and an unwillingness to work with me on the bill.

Even though I have contacted both Customer Service and Billing about the upcoming Mediation, (Verizon claims 30 days to answer) I continue to be harassed by collection calls by Verizon Wireless Billing. I get at least 3 per day, and it should not be done when mediation is pending.Desired Settlement: I want Verizon to acknowledge the Mediation Request in some form, so I can prove the Mediation Request, other than My email sent, or I want them to drop the bill. In the mean time, I want the harassment calls to stop or I will be charging Verizon $2.50 for each call made to my home by their billing department.

Business

Response:

Upon receipt of this complaint, a thorough review was completed. Our records indicate Mr. [redacted] issue was resolved upon receipt of Business Bureau of New Jersey complaint #[redacted]. Please accept our sincere apology for the difficulties you experienced with our company. The experience you described in your complaint is certainly not a service we aim to provide. After further research, Mr. [redacted] accepted the settlement offer to waive 50% of the data overages totaling $255. We value and appreciate your business and your patience while we worked to resolve this matter for you. As a gesture of goodwill, we have also waived the $20 reconnection fee to restore your data services. Mr. [redacted] is satisfied with the resolution. 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 9:00 AM and 6:00 PM EST

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

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: 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: 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: 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: 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: 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,