Verizon Wireless

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: One of the phones was upgraded to a [redacted] 6 and the requirement was to send old [redacted] 5 back. This was phone was sent back 2/10/15. Verizon has not credited my account $363.00Desired Settlement: Would like my account to be credited $363.00

Business

Response:

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint shestates she was charged for a device not being returned when an Early Edge upgrade took place. VerizonWireless appreciates the opportunity to address Ms. [redacted]’s concerns.Review of Ms. [redacted]’s account shows an Edge agreement was entered into on November 23, 2014.Verizon Wireless provides a maximum of 45 days to return the previous device. On her Januarystatement she was charged $299.00 for the device not being returned within the specified timeframe.The original device to be returned, an [redacted] 4 8GB was then received on February 19, 2015.On February 25, 2015, Verizon Wireless contacted Ms. [redacted] and confirmed the above information. Iexplained she exceeded the allotted timeframe for returning the device. In an effort to provide anamicable resolution I provided a one-time adjustment of her charge of $299.00 which is visibleimmediately. Ms. [redacted]s was pleased with my resolution having no further concerns.If the Revdex.com or Ms. [redacted] has any additional questions or concerns; please contact meat ###-###-#### during my business hours of 9:00 a.m. to 5:30 p.m. (MST) Monday throughFriday.Respectfully,[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: This is a complaint against Verizon for erroneous billingAcc. [redacted]-00001Reason:1.On the beginning of 2014, this account had 3 phones registered2.2 of them were removed from the account and converted to prepaid January 28th, 20143.At this time all the balance was paid off 4.The third phone ###-###-#### was placed on standby when a person is out of the country, this is Verizon policy and no charges are generated at all for 6 months. I contacted Verizon on January 2014 when I left the US.5.Verizon generated an erroneous bill for $142.93, supposedly while I was out of the country in April and they lowered to 104.986.The owner of the account Mrs. [redacted], received a bill after she had removed the 2 phones above mentioned and had paid the full balance at that same time. She went to 2 different Verizon stores, one in [redacted]l and another in C[redacted]s. To try to put an end to this additional billing she ended up making another payment of $88.08 by mistake7.On June 23rd, 2014 I called from overseas to Verizon to cancel the third phone and close the account. I paid that day the whole balance of $104.98.8.I spoke to Mrs. [redacted], Mrs. [redacted]y and Mrs[redacted]y and I was told that the account was paid in full including the penalty fee for early cancellation due on October 2014, because we had some credits coming.9.Now Verizon issued a new bill for $250.87. I am overseas and have no idea for what charges this time and cannot access the account in order to view the bill.10.We have a credit due us from Verizon for $88.08 and $104.98, for their erroneous billing as stated above.Desired Settlement: We wish Verizon to acknowledge we have a credit coming to Seattle this matter once and for all

Business

Response:

This letter is to serve as our formal response to the recent complaint by Mr. [redacted] which was submitted to

our office on July 7, 2014. In the correspondence, Mr. [redacted] expressed concern regarding a his request to

suspend service for 6 months on mobile number ###-###-#### without billing and the request to transfer mobile

numbers ###-###-#### and ###-###-#### from post paid to prepaid services. Mr. [redacted] states that when the

payment was made for $88.08, he was advised that he would not continue to receive billing invoices for the

monthly access charges because two of the lines were removed from the account and the 3rd line was suspended.

Mr. [redacted] states that the mobile number ###-###-#### was reconnected in error and he was billed for charges

that he should not have for $104.98 on the April 25, 2014 statement and June 25, 2014 statement for $250.00. He

is requesting a credit be applied to the account as previously promised.

Please accept this letter as confirmation of our conversation and subsequent resolution to this matter.

Upon receipt of your correspondence, I conducted a thorough review of Ms. [redacted] account. I was able to

confirm that the mobile numbers ###-###-#### and ###-###-#### were removed from the post paid account on

January 16, 2014 and the mobile number ###-###-#### was place on a vacation suspension effective January 14,

2014. Because of the suspension request the 700 minute plan was not billed in full and only 452 prorated minutes

were allowed. This change caused the 192 minutes used over the allowance amount to be billed in the amount of

$86.40 brining the January 25, 2014 bill to $78.08. Since that time, late fees on the February and March billing

invoices brought the balance to $88.08 which was paid on April 3, 2014. In reviewing the suspension period for

mobile number ###-###-####, I verified that the line was reactivated after the 90 day period was met on April 14,

2014 and subsequently billed for services dated from April 14, 2014-May 25, 2014 in the amount of $124.82 before

taxes and surcharges. On May 8, 2014 we received a request to disconnect service for mobile number 786-413-

9256 and a credit was issued for the monthly access stated May 8, 2014-May 25, 2014 totaling $53.99, leaving a

balance of $104.98. This balance was paid on June 23, 2014. Accordingly, with the disconnection of service, the

mobile number ###-###-#### was billed an early termination fee of $210.00 plus taxes and surcharges, brining the

final bill to $250.87 due on July 18, 2014.

In speaking with Mr. [redacted], I apologized for his concerns and assessed his situation. At this juncture, I reviewed

the account, billing details and explained to Mr. [redacted] that the suspension requested is for 90 days per

suspension and not a continuous 180 day period. In light of Mr. [redacted]’s experience and any confusion these

issues may have caused, I issued a credit to the account in the amount of $70.83 to cover the remaining monthly

access charges billed from April 26, 2014-May 7, 2014. This credit will appear on the July 25, 2014 invoice. Mr.

[redacted] accepted this as resolution to bring this matter to a close with a balance of $180.04, which included auto

adjustments for taxes and surcharges.

Atlanta, [redacted]8I have sent a copy of the billing invoices dated December 25, 2013-June 25, 2014 as requested to the billing

address of record and advised Mr. [redacted] that another bill will be sent on July 25, 2014 showing the credit

adjustment made. In closing, I assured Mr. [redacted] I would address his Customer Service concerns internally.

Should Mr. [redacted] have any questions or concerns he may contact the undersigned at ###-###-#### Monday

through Friday between the hours of 8:00AM and 4:30 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.

Regards,

Review: I received a new phone from my son (I'm a 3rd line on his phone). I went into the Verizon store in [redacted] IL on Monday, Dec. 29, 2014 to have pictures transferred from one phone to another. They did that!! I asked the girl if she would dis-connect my old phone.....the bill was due on Dec. 30th in the amount of $36.87. She came back out & said that she had taken care of it and that I didn't owe anything. I was pleasantly surprised! However, the next day, I noticed that the old phone still worked and had NOT been disconnected, so I called the Verizon store, and the manager said that it would that they would disconnect on Jan 4th and that I did owe the $36.87, which I did pay on Dec. 30th. I asked for customer service #....they said *611. I called & a guy by the name of [redacted] said that not only did I owe the $36.87, but I would owe it again next month!! I'm paying my son $40. a month for the phone.Desired Settlement: I want my phone disconnected and a refund of the $36.87 for December...they charge for a month in advance, so I feel that I don't owe it! I'm on a senior plan and never go over the minutes that I am allowed.

Business

Response:

This letter is in response to the recent complaint by [redacted], received by Verizon Wireless onJanuary 7, 2015. In the complaint Ms. [redacted] expressed dissatisfaction with disconnection process andfinal billed charges. Ms. [redacted] is requesting the remaining balance refunded.Upon receipt of this complaint, a thorough review was completed. Our research indicates on December28, 2014 a disconnection request was received. Our cancellation process will disconnect service on theend of the bill cycle, as services are billed a month in advance. The wireless account bill cycle is the 4thof each month. To provide an amicable resolution, we have processed a refund request for the final billbalance of $36.87. Ms. [redacted] expressed satisfaction.Verizon Wireless appreciates the opportunity to respond to all concerns and regrets any inconveniencewhile resolution was sought in this matter. If you have any further questions or concerns, you maycontact me directly at ###-###-####, Monday through Friday between the hours of 8:00 AM and 3:30PM ET.

Consumer

Response:

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

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

Regards,

Review: Went to the edge program as was told we needed to for any new phones. We purchased a smart phone for my parents. They couldn't use the smart phone and we switched the smart phone over to a regular phone. With the edge program we were told we would recieve a $25.00 a month discount on the line. When we switched over the a regular phone, we were removed fromt the discount even when we moved the smart phone to a different line. I am looking for the discount in the amount of $25.00 for the past 5 months and then for the remainder of the edge program contract.Desired Settlement: $125.00 amount refund for the past 5 months where we should've received the discount on this edge program and then a $25.00 a month discount until we can discontinue the edge program.

Business

Response:

September 15, 2014

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains that she purchased a Smartphone on our Edge Program and replaced the device with a Basic phone. Ms. [redacted] states she isn’t receiving her monthly discount of $25.00 due to this change. Ms. [redacted] would like the discount reapplied for the remaining of her contract. Verizon Wireless appreciates the opportunity to address Ms.[redacted]’s concerns.

Upon review of Ms. [redacted]’s account, on March 7, 2014, Ms. [redacted]’s mobile line, ###-###-####, with the Edge Agreement device id, was changed to a Basic phone. The device was placed on line ###-###-#### which removed her $25.00 Edge Agreement Credit.

I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I offered to adjust Ms. [redacted]’s account $400.00, which is $25.00 for the remaining 16 months of her Edge Agreement. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 4:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[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: Today I have spoken with [redacted]n Washington state, he transferred me after 33 minutes to [redacted]e who said she had no idea why he transferred me there she could not help me, then I was transferred to B[redacted]. This is the worst company in the world! I have a balance of $115.01 I do not owe still. I was told I would get a credit of 525 but that was a lie. I got 299 then another 100 today leaving me the 115 I do not owe. Please see my other complain that you closed with out letting me respond. That complaint should be reopened with this one. I am most upset and now have been on the phone another 49 minutes and am still on hold again. Plus the nine hours too. B[redacted] is saying she can not credit me today. I have been lied to by [redacted]t the exc office, and all these other people too.Desired Settlement: My account is not credited yet! I am filing another complain, you did not follow through I have not gotten the credit for the phone the early term fee on the table that you offered to me, I have spent over nine hours on this. I am going to ask for my time at my hourly rate of $35.00 per hour be billed and Verizon pay it. I still have not been credited $100.00 on the phone I never receive, I was charged and not credited on the early term fee. A zero balance and let out of contract at no charge

Business

Response:

Upon receipt of yourcorrespondence, we conducted a thorough review of Ms. [redacted]’s account. We wereable to confirm Ms. [redacted] was billed an Early Termination fee for tabletmobile number ###-###-#### on the July 6, 2015 invoice. On July1, 2015, a credit was applied as promised in a previous Revdex.com complaint receivedto cover this charge. Unfortunately, Verizon Wireless did not receive paymentfor the June and July invoices by the due date, causing a forwarding balancefor monthly access changes totaling $170.69. On August 14, 2015 we received apayment of $168.96 which was ultimately applied to the June and July invoice. OnAugust 6, 2015, Ms. [redacted] was charged $399.99 for a warranty exchange deviceordered on June 19, 2015 and received July 2, 2015. There was also monthlyaccess charges billed from August 7, 2015-September 6, 2015 in the amount of$98.36 due by September 1, 2015. Ultimately,a credit was applied on August 14, 2015 in the amount of $409.99 to cover latefees and equipment charges applied to the August 6, 2015 invoice. In speaking with Ms. [redacted],we have expressed empathy for her concerns and assessed her situation. As sheexplained she did not owe the remaining balance due, she was advised of her newaccess charges applied for her current cycle due September 1, 2015 and of thecredits applied. In light of Ms. [redacted]’s experience and any inconvenience theseissues may have caused, we issued a credit to her account in the amount of$80.00 plus taxes and surcharges to cover her monthly access charges datedAugust 7, 2015-September 6, 2015. At this juncture, we reviewed Ms. [redacted]concerns and also advised as per her previous Revdex.com correspondence that if theservices were disconnected by the end of her billing cycle September 6, 2015 wewill waive her Early Termination fee for mobile number ###-###-####. This credit will appear on Ms. [redacted]’sSeptember 6, 2015 invoice. Should Ms. [redacted] have anyquestions or concerns she may contact the undersigned at ###-###-#### ext[redacted] Monday through Friday between the hours of 8:00AM and 3:30 PM EST. Respectfully, Executive Office

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.]

1

I have reviewed the response made by the business in reference to complaint ID , and find that this resolution is satisfactory to me only if they follow through.

However, it took me over nine hours of my time to get this fixed after the first complaint was filed closed by you and this was offered and the filing of the second complaint. The lady yesterday was not nice or caring but wanted to argue and take even more of my time with her views. I am grateful to leave such a messed up company after being a client for 14 YEARS. I image it will take hours to get the early term fee off my account after I leave and I am leaving and going to [redacted] Many people from my office have already switched they and are happy. We use to have good cell service with Verizon but we all started losing calls and the service went down hill over many months. Even people in the area complain about it that are living in the homes in the area. They are not maintaining their grid of service and they do not care. No you can not hear me here. I actually had to threaten to put up a large poster on my property to let others know about this to get the lady yesterday to give me what I was already in writing promised by the first Revdex.com complaint. This is awful service and I do not trust them to follow through on the offer. If they do not I will be filing a third complaint with the Revdex.com. I am so sad that I have lost all this time, trouble, and told false promises with Verizon. I stood in their store, on a speaker phone and others heard [redacted] state last week I was entitled to a credit of $525.00 then I only got one of $299.00. Then two hours with another rude person B[redacted], gave me another $100.00 but still left me with a balance of $115.01. After that phone call I filed the second complaint. I received an text today stating I was getting a $35 credit, they are still playing games with me and not doing what they state to you they will do. DO NOT trust them! If my Sept 6th bill is not correct just expect me file another complaint right away as this goes on and on with them. They deserve an F rating. And she sure made me sound like a deadbeat in her reply to you which is not the case at all. I was told by another rep to wait to pay my bill until the credit was issued. I was told they would not cut off my services since it was their mistake. That woman who spoke with me on the payment was the only decent one besides [redacted] I spoke with, but he did not do what he stated he would either. They just lie to you to get you off the phone. Many times I was lied too and I can prove it, besides the failure to follow through on the offer from the first complain that [redacted] promised. People need to know what awful customer service Verizon provides to customers, long term ones do not matter to them. Please keep this complaint open until I received the promised fixed bill on Sept 6th. Since their track record with me is less than honest. And yesterday her attitude was less than pleasant. You may post this for the public to view. Make their victim look bad, what an awful way to fix the mistakes Verizon made on my account. My first complaint was filed June 19th and now it has been two months and is not fixed yet. I have been promised since two months ago I could leave with out any term fees and that has not been the case at all. Once I leave I bet they will charge me and try to collect it too even with these two complaints filed. I was told yesterday the $115.01 would go away in full and no term fee when I leave. I have no trust of that women at all after reading her take on me and my account in reply to you. This is Verizon's fault and they need to stop doing this to people.

Regards,

Review: on 08/26/13 we purchased a 2yr warranty through them for [redacted] warranty group, 100$ per phone 2 phones totaling 200$. we were lied to and told if we needed a replacement phone it would be free. the store refused to do anything after we found out that it costs 100$ to file for a replacement phone. we decided not to fight it any longer. however when we tried to use the warranty we were double charged for the replacement of a phone and never received a replacement. [redacted] warranty has shut down their phone number and their website and can not be contacted. We contacted wireless zone to request a refund for the 200$ and were told they would not refund the money. We feel that they sold us a service which we cannot use as the provider no longer exists. Therefore we believe they should refund the money paid. or at the very least make some sort of compensation. we were lied to in order to make the saleDesired Settlement: we would simply like a refund for the warranty that we cannot use.

Business

Response:

August 19, 2014

This letter is confirmation

of receipt for the above referenced complaint from Mr. [redacted], which was

received by Verizon Wireless on August 19, 2014. In his complaint, Mr. [redacted] states that he purchased

additional warranty coverage at the time of equipment purchase from a third

party retailer called [redacted].

However, although he has paid his premiums and deductable he is unable

to have his device replaced.

Verizon Wireless values Mr. [redacted]’s

business and appreciates this opportunity to address his concern.

Unfortunately,

Verizon Wireless is unable to verify insurance or warranty coverage through

third party retailers such as G[redacted]. However, I did advise Mr. [redacted] that [redacted]

[redacted] LLC is no longer the administrator for [redacted] and

Liability Company. Effective

immediately, [redacted], Inc. is the new service

provider, replacing G[redacted] as service provider for 1) all lost

and theft coverage on portable electronics and 2) any service contracts

containing mechanical breakdown and/or accidental damage from handling coverage

insured by [redacted] In order to

contact [redacted] customers should dial ###-###-####.

Mr.

[redacted] stated he understands and considers Verizon Wireless’ portion of his

concern resolved. He will continue to pursue

the matter with W[redacted]e and S[redacted], Inc.

If Mr. [redacted] has any further

questions regarding this matter, he may contact me by dialing ###-###-####. If he has any

additional concerns regarding wireless service, she may reach Verizon Wireless

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

Sincerely,

[redacted]s

Executive Office

Verizon Wireless

Business

Response:

August 19, 2014

This letter is confirmation

of receipt for the above referenced complaint from Mr. [redacted], which was

received by Verizon Wireless on August 19, 2014. In his complaint, Mr. [redacted] states that he purchased

additional warranty coverage at the time of equipment purchase from a third

party retailer called [redacted].

However, although he has paid his premiums and deductable he is unable

to have his device replaced.

Verizon Wireless values Mr. [redacted]’s

business and appreciates this opportunity to address his concern.

Unfortunately,

Verizon Wireless is unable to verify insurance or warranty coverage through

third party retailers such as G[redacted]. However, I did advise Mr. [redacted] that [redacted]

[redacted] LLC is no longer the administrator for [redacted] and

Liability Company. Effective

immediately, [redacted], Inc. is the new service

provider, replacing G[redacted] as service provider for 1) all lost

and theft coverage on portable electronics and 2) any service contracts

containing mechanical breakdown and/or accidental damage from handling coverage

insured by [redacted] In order to

contact [redacted] customers should dial ###-###-####.

Mr.

[redacted] stated he understands and considers Verizon Wireless’ portion of his

concern resolved. He will continue to pursue

the matter with W[redacted]e and S[redacted], Inc.

If Mr. [redacted] has any further

questions regarding this matter, he may contact me by dialing ###-###-####. If he has any

additional concerns regarding wireless service, she may reach Verizon Wireless

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

Sincerely,

[redacted]s

Executive Office

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

Regards,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution is satisfactory to me.

Regards,

Review: On April 10, 2015, I bought the new Samsung Galaxy S6 Edge from the Verizon store in NJ for $350 (excluding the $50 rebate). As of April 23, the phone malfunctioned and would not work. Hence, I went back to the Verizon Store. The Verizon tech team remotely checked for any type of phone malfunction and physical damage to the device. They found that the phone was technically faulty but there was no physical damage. Thus, Verizon decided to send me a new phone, and the original phone was to be sent back in the provided Verizon box. A Verizon employee helped me pack the physically unscathed phone in the box, and it went out for delivery.However, once it reached the Verizon Warehouse, they claimed that the box was fine but the phone inside was completely damaged. They specified that the glass was shattered and I would have to pay $300. The phone was not damaged when packed. All of the instructions for the return were followed, and I strongly believe that this phone was damaged when received by the Verizon warehouse. Once I received notification of the damaged phone, I called customer service and spoke to multiple supervisors. My call was bounced between customer service representatives and disconnected on multiple occasions. The Verizon store employee, from whom I had purchased the phone, has also called customer service numerous times on my behalf to explain the situation. The store account manager has written multiple emails on my behalf to explain and describe how the phone was in perfectly good physical condition when it was packaged and sent.Verizon has been continuing the investigation over the course of 3 months. Today, my wireless plan was suspended. I called Verizon customer service and spoke with the supervisor of the billing department and found out that they have denied my claim and are enforcing the $300 fine for the damaged phone. Verizon has taken it upon itself to use the money that I paid from the last billing cycle and put it towards the cost of the damaged phone even though the investigation was still pending. I was told today that if I dont pay this fine, they are going to keep my phone lines suspended. When I requested to speak to the person who is directly involved in deciding this case, they refused.Desired Settlement: In addition to the review of their customer service practices, I want the $300 charge for the phone to be removed from my account. I also want my cellular services, for both lines, to be reinstated. I would also like to speak with the Verizon representative who makes the decisions on these situations. The bouncing between representatives is inefficient and an obvious bullying technique used to force customers to pay unnecessary costs just to resume normal operation and end the harassment.

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.

Thank you so much for your kind and timely help. The case which was not getting resolved was solved in a day. Verizon wireless has taken away all my charges and have reinstated my services. I am highly obliged. Thank you again.Regards,

Review: In my recent purchase of the new Samsung I was informed by a salesperson in an online chat that I would be getting 4GB data with my phone, but only after I purchased the device would she be able to update it for me in the system. Claiming that it was just a glitch. Once I purchased the device, I gave her my order number and she proceeded to sales pitch me everything under the sun. I kept, saying, no thanks but can you help me out with the 4GB data because my order still showed 2GB. So she gave me a number to call to update my GB. I asked why she had said that she would do it and then give me a number for me to do it? She said she couldn't do it but I could when I called. First shady thing that happened. I was so frustrated with her that I forgot to save the chat, I just closed it out. Now when I call they say I can't get 4GB and the chat is not associated with my account (of course) so they cannot find it. I've been on hold and 2 phone calls for over 30 minutes each. The only thing they offered me is another battery so my battery doesn't drain when I use WiFi to avoid data charges. And they're out of stock so I should go pick it up myself at a store, or wait until they're back in stock. What a shady terrible business practice for a customer that has been with Verizon since 2008. If you can offer it to one of my lines (which it is on one of my lines as a supposed promotion that happened over 2 years ago), you can offer it to my line. I left [redacted] for these kind of practices after being with them for 8 years. Time to start serving your customers Verizon. Chat occurred around 2:15PM Pacific Time on 4/7/14 and her sales pitch of accessories went on from approximately 2:22 to 2:30PM.Desired Settlement: I want 4GB data for ###-###-#### as promised or I leave with all 4 of my lines to [redacted] who will pay my early termination fees.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to reply to the above-referenced

complaint filed by Ms. J[redacted], received on April 17, 2014. In her complaint Ms.

[redacted] informs that she processed a new two-year equipment upgrade online and was offered a

4GB data plan for $30.00. She states that during the checkout process she was no longer given

the plan option; therefore, she elected to speak to a representative. Ms. [redacted] states she was

instructed to process the order and the feature would be added after, but it wasn’t. She indicates

that she has escalated this matter numerous times, but to no avail.

I contacted Ms. [redacted] and apologized for the inconvenience that this matter may have caused.

Our records show that Ms. [redacted] is the Account Manager on an account with four lines of

service. They were all activated on September 13, 2014, each with a different data plan. In

speaking to Ms. [redacted] I advised her that a 4GB data plan for $30.00 wasn’t available for her

line of service since it wasn’t added to her account at point of purchase. I did offer to add the

5GB data plan for $50.00 and issue her a lump sum credit of $240.00. I explained that the credit

was for the $20.00 cost difference of the plans and would be applied towards twelve months of

her contract. Ms. [redacted] accepted the offer and thanked me for the call.

In conclusion, Verizon Wireless considers this matter closed. Should Ms. [redacted] have any

further questions and/or concerns she may contact the undersigned at ###-###-####, between

the hours of 8:00 a.m. and 4:30 p.m. (PST), Monday through Friday. Please be aware that for

other matters regarding the service, she may contact Customer Service at ###-###-####, daily

between the hours of 6:00 a.m. and 11 p.m. local time.

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

Regards,

J[redacted]

Review: In response to the offer of $150 bill credit for every line port over from a competitor, I port over 2 phone lines.It has now been 6 months and the credit has not been applied to my account. Every effort to ensure that I get this credit have yielded no result.Would you kindly look into this?Desired Settlement: I need Verizon to fulfill their promise.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to Mr. [redacted] complaint. In the complaint, Mr. [redacted] expresses his concerns with not receiving a bill incentive credit for a special promotion that was running. Verizon Wireless regrets any dissatisfaction this matter may have caused. In an effort to provide a satisfactory resolution, I advised Mr. [redacted] that a credit of $300 was applied to his account on 5/28/2015. Mr. [redacted] expressed satisfaction in the resolution provided, and had no further concerns. Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:00 a.m. and 6:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Consumer

Response:

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

I want it on record that Verizon even after been reported to Revdex.com continue to have reps contact me who were very condescending and flat out rude. Especially Amanda from the executive team.Having reviewed the final offer made by the business in reference to complaint ID [redacted]5, I find that it is would meet the $300 credit due to me.Their handling of this issue have been grossly inadequate, disappointing and lacking in professionalism.

Regards,

Review: I signed up for the Automatic Bill Payment Option on 4/10/2015 (and have the confirmation email), scheduled my payments to come out on the 18th of the month (4/18/2015 for this billing statement in question), which was plenty of time in advance of my 23rd of the month billing date. Verizon claims that I suppressed this payment from going through (which I did not do) and they are now charging me a $5 late fee with the potential for an interruption in service for something I am not responsible for.Desired Settlement: I would like the $5 late fee removed from my account and have no interruption in service that I have been paying for responsibly.

Business

Response:

On April 30, Ms. [redacted] was contacted. As a courtesy, I waived the $5 late fee. She was satisfied with the resolution and considered the matter resolved. Verizon Wireless appreciates the opportunity to address your matter. For any additional questions, you may contact me directly at ###-###-#### Ext. 2143740 Monday through Friday between 7:30 a.m.–3:00p.m.EST. Sincerely, [redacted] Verizon Wireless Executive Relations

Consumer

Response:

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

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

Regards,

Review: Hello,We switched our phone carrier in December - 12/23/2014, because we got offered better plan and pricing. I called Verizon to get the amount of the fee for disconnecting before my contracts were due and got a number of $420. We then switched to [redacted] and they did everything for us as far as the switch. I paid my phone bill with Verizon up to December 23,2014 and was expecting to be billed just for the fee I knew about. In January they sent me a bill with the disconnecting fees plus phone usage fees, I called to explain I only owe for the disconnecting fee and they need to send me to correct bill. I was advised that there will be a fee for that and I refused as that was their mistake to begin with, the person talked to the manager and greed to waive that fee. Just recently we received another bill which was again with all the phone charges plus more fees!!! We called and were told that a manager will get back to us and that was a week ago. I now feel that we have been harassed for wanting to part with this company in a normal way and this company is trying to gouge us for more money!Desired Settlement: I think we should be compensated for the waste of our time and the hassle we were out through. I expect the phone usage fees we were charged with should be removed, as I will not pay for a service I haven't received and Verizon should offer us a discount on the disconnection fees as well!

Business

Response:

On March 29, 2015, I spoke with Mrs. [redacted] and apologized for the inconvenience that she has endured regarding her finalbilling charges. I educated Mrs. [redacted] regarding steps taken to resolve her concern regarding the problems she endured regardingher final account balance. For the customer satisfaction I will be able to cancel her tablet line of service and also provide Mrs. [redacted] with an adjustment in the amount of $253.60. Mrs. [redacted] stated that her concerns have been addressed and she is currently satisfied with the resolution. Verizon Wireless appreciates the opportunity to address your concerns and apologizes for any inconvenience this matter may have caused. Mrs. [redacted] has no further concerns and Verizon Wireless Executive Offices consider this matter closed.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me.

I asked Verizon for only written communication, as I kept receiving conflicting information. The wrong bill was sent to me a few more times, I finally received a bill which matches the amount they sent you, so I am paying it as a final bill.

Regards,

I have called into customer service 5 or more times about the same issue I am having with my phone and still I am unable to get anything resolved. They keep making me do the same things including a reset on my phone every time I let them know the issue and yet, I still have the issue. The last representative suggested a master reset. And I told him I have done the reset already and I guess he thought that I didnt do the "master reset" because its different. When he explained to me what it was, I told him that the last rep already had me do this but he claims that he didnt see it anywhere in the notes. That doesnt make sense to me. But he insisted on that and said thats the only option that I have to get my phone to work. I then ask him, if I do the master reset and it still gives me issues then what? He says well since we have tried that, then I cant say. But again, I have done it more than once. Super frustrating!!!!! I guess I am just stuck with a ragedy phone, which btw is refurbished, for another year.

Review: Back in December I placed a compliant with Tech Support for the poor service in my home town. 3 phones on the account (wife, and 2 teenage sons). The service constantly dropped calls or no calls, dump into voice mail. Texts msgs wouldn't go through.I have Verizon Wireless for my employer provided cell phone (Government Account- Fire Dept) and I had a Verizon Engineer come to my office to set up 2 $ 200.00 each service extenders due to the poor service in the area. The Engineer was aware of the issue and was told by his supervisor to get these to work so not to lose another customer. Which makes me believe they are aware of the issue. I could stand outside in the middle of a parking lot and the service would be 1 bar of signal strength.The engineer also told me that there isn't any room on any towers in the area to put additional antennas up to strengthen the service.I was partially satisfied with the extender in my office; however my family is my priority. I was only using this as an example to show the problem.Desired Settlement: I would like the $ 780.00 early termination fee waived. As stated above my family is my priority and I want them to always have reliable cell service.When they improve the service in the area, we will come back to Verizon because we have been with Verizon since cellular phones became popular in 1996.Thank you

Business

Response:

April 3, 2015

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] states he was having signal issues in his area. He has ported out and requests Early Termination Fees are waived. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

Our technicians have thoroughly investigated the issues that Mr. [redacted] has reported. No problems were found in the area. The coverage was found to working within the acceptable range. We generally are unable to guarantee indoor coverage. Early Termination Fees totaling $680.00 were charged for the three lines of service on the account.

I spoke with Mr. [redacted] to address his concerns and the above findings. In an effort to provide a satisfactory resolution, I offered to adjust his Early Termination Fee to 50% of the original amount and he accepted. Adjustments totaling $340.00 were issued against the Early Termination Fees. The adjustments will be reflected on the next invoice. Mr. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:30 a.m. and 6:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted] D.

Executive Relations

Review: I'M BEING OVER CHARGED AND PRORATED FOR NO REASON MY BILL IS PAID ON TIME FOR PREVIOUS AND PRESENT MONTH-THEY ARE ILLEGALLY TRYING TO TAKE MONEY FROM ME HER IS COPY OF MY BILLS:Bill Period: June 14, 2014 - July 13, 2014NEED-TO-KNOW INFORMATION | EXPLANATION OF CHARGESPrevious Balance$104.98No Payment Received$0.00Balance Forward (due immediately)$104.98Monthly Charges ImportantMonthly access charges for new accounts or existing accounts with recent plan changes may reflect a prorated (partial) month's access in addition to charges for your next month of service. Your next month's bill should be closer to what you were expecting provided there are no changes to your account. For more information, Go to Charges by Line. $19.35Verizon Wireless' Surcharges and Other Charges & Credits Verizon Wireless Surcharges - Includes charges to recover or help defray costs of taxes and of governmental charges and fees imposed on us by the government. Other Charges and Credits - includes charges for products and services, and credits owing. More Information $0.45Taxes, Governmental Surcharges & Fees Includes sales, excise and other taxes and governmental surcharges and fees that we are required by law to bill customers. More Information $0.25Total Current Charges Due by August 08, 2014 Includes all charges for your current billing period June 14, 2014 - July 13, 2014. It does not include past due charges or payments posting to the account after the billing period.$20.05Total Amount Due$125.03Bill Period: June 08, 2014 - July 07, 2014NEED-TO-KNOW INFORMATION | EXPLANATION OF CHARGESPrevious Balance$223.69Payments - Thank You-$221.73Adjustments-$2.53Credit Balance-$0.57Monthly Charges $99.99Verizon Wireless' Surcharges and Other Charges & Credits $3.19Taxes, Governmental Surcharges & Fees $2.37Total Current Charges $105.55Total Charges Due by August 02, 2014$104.98Bill Period: May 08, 2014 - June 07, 2014NEED-TO-KNOW INFORMATION | EXPLANATIONDesired Settlement: I WOULD LIKE TO CANCEL MY SERVICE WITH VERIZON BECAUSE OF THE ON GOING PROBLEMS I'VE EXPERIENCED AND OTHER COMPLAINT ON FILE WHERE THEY'VE NEVER CONSIDERED ME THE CUSTOMER, I GIVE UP WITH VERIZON AND WONT OUT OF MY CONTRACT. THANK YOU

Business

Response:

August

11, 2014

This letter is in response to the recent complaint filed by [redacted] received

by Verizon Wireless on 08/08/2014. The customer [redacted]’ involves the dispute of prorated charges that resulted from his request to change his billing cycle date. The customer states that he should not be charged prorated charges because he has paid a month in advance previously. The customer is requesting that prorated charges are removed from his balance.

Upon receipt of this complaint, I completed a review of account number [redacted] Executive relations contacted the customer concerning his dispute of prorated charges. The customer stated that he is being charged prorated charges and that he has paid a month in advance previously. I educated the customer that when changing a bill cycle date there is proration that occurs because the billing period when the access charges are applied change. I advised the customer that these charges are not the same as the month in advance charges he was charged when his

service was initiated and that they are valid, however the charges have been credited as a courtesy. I apologized for any previous lack of thoroughness and offered also to credit any late fees due

to the inconvenience. The customer accepted, understood, and is satisfied.

If there are questions regarding this response, the undersigned may be contacted

at ###-###-####, between the hours of 10:00 AM - 7:00 PM EST.

Sincerely,

Executive Relations

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

Consumer

Response:

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

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

Regards,

Review: Ordered an upgrade phone via Verizon website. Cost should have been 0 with a $30 activation fee. Chose pick up in store option. Went to store, was told that was not the store price although I had order and receipt and they tried to charge $120. Said they couldn't do an adjustment. Suggested I CALL customer svc while I stood in the store. Call got dropped after 30 minutes. Ended up calling the line 5 more times over the night and early afternoon and each time call was dropped at 30 minutes. Finally, one rep asked for my number should it happen again (it did). She called back and was able to determine through internet orders that only the store could cancel the order so I could place an order for the free cost and have it mailed to my home. Asked me to go back to the store; I did. The same rep at the store I dealt with the night before said he couldn't do anything and "they" would have to. Since I anticipated this, I asked for the direct line to the internet sales dept but the store rep said they couldn't call them so I called them. The person I got this time said she couldn't speak to anyone at the store. So, after hours of calls and 45 minutes of online chat the night before, I was no closer to solving the problem.Finally, the rep at the store came back after supposedly speaking with his manager and said they would "bite the bullet" and give me the phone for the price I ordered it online. He said the customer svc reps on the phones "can say anything and not tell the truth", I told him he seemed to be in the same boat since just the night before he told me he couldn't do a thing to adjust the phone's price to reflect the cost of what I ordered it for online. I declined taking the phone with the full intention of changing providers.This company seems quite guilty of consumer fraud and bait & switch. Their stmt on pick up in store says nothing that you'd pay the higher store price. I contacted at least 8 reps and all said something else. This company is deceitful.Desired Settlement: I would like them to waive the early termination fees AND provide a credit to my account (they said they'd give me a credit for my "troubles" - it was a whopping $5 - minimal in comparison to the almost $300/month I pay for cell phone service for 5 lines for my family). I have an extensive record of Facebook private msgs and length of phone calls if you would like them.

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],

Review: Verizon is committing fraud. On my credit report they show an amount of 145.00 that they claim was owed to them back in 2009 I had disputed this amount with Verizon they did nothing. I filled with [redacted] this year after seeing this on my credit report that I had paid the amount back in 2011. Verizon does its own in house debt collections. This is important as that they will not upgrade any Verizon service or renew any 2 year contract I have had Verizon phone internet and cable for about 15 years. This dispute is from a wireless account. I was forced to pay the disputed amount in 2011 to renew my other services. [redacted] was able to get them to put the amount at 0 but Verizon will not show as paid they show it as charged off. Per [redacted] a supervisor at Verizon debt department her employee number [redacted] that as of 2010 Verizon does not remove charge offs even when the amount has been paid in full. Since they show and claim it as a charge off Verizon is able to file with the IRS the amounts as lost revenue and claim a tax deduction. They got a tax break and they got paid this is not only consumer fraud but also TAX FRAUD since they get the money from people and a tax deduction. if needed I will hire a lawyer and fight them in court and in the media for committing tax fraud since they got a federal tax deduction and I paid them. simply put they have collected double the amount of the debt and this is illegal.Desired Settlement: I no longer have wireless with them so here are the options. remove this from my credit report it was paid or #2 refund the 145.00 plus interest from 2011 until present since they already got a federal tax deduction as a loss of profit and got paid by me. they have gotten double the debit they claimed.

Business

Response:

October 22, 2015 I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] states his credit report is not reporting accurately. He further explains he paid the account in 2011 but has not reflected on his credit report as a paid collection. He requests to have the derogatory remark removed from his credit report or to refund the $145.00 plus interest from 2011. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns. I talked with Mr. [redacted] regarding the reporting of his account. I advised Mr. [redacted] I was able to confirm the account he is disputing was paid in full. I advised the account is being reported accurately as paid in full. I let Mr. [redacted] know a paid in full letter has been sent to him via US mail advising the account was paid in full. Mr. [redacted] understands Verizon Wireless position, at this time no further action is required. Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:30 a.m. and 5:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] A. [redacted] A. Executive Relations

Review: On June 22, 2015 I went into the Verizon store to upgrade my phone. They "sold" me the Edge plan, which required me to unbundle my previous wireless and FIOS bills. They wrote out the monthly bill details on their "More Everything" form, which I have retained. They noted the following monthly charges:$70 - 6GB plan+ $40 access fee (however, I would be credited $25/month, to net to $15 per month)+ $31.24 device fee (however, I would also be credited $25/month, to net to $6.24 per month)They also did tell me that there would be the additional $10 line charge for my tablet (however, this was not changing from my previous plan and as such they did not include it in the form).Upon receiving my first bill, it was $155. They did not include the 2nd $25 credit and said that they would not stand by their offer as written. I have contacted both the store and Verizon Wireless and no one has been able to resolve this issue - saying that they are sorry - it was a mistake and would not be honored. I can provide the documentation that I retained.Desired Settlement: I want them to stand by their offer as written. I am an accountant and asked them to itemize what would appear as monthly charges, since the plan was changing so drastically and I know that there are many hidden fees and service charges that these providers like to charge consumers unknowingly.

Business

Response:

August 6, 2015 This letter is in response to the above-referenced complaint. Thank you for referring it to our office for review. Ms. [redacted] expressed concern about signing up for Edge and with discounts. I spoke to Ms. [redacted] and apologized for any inconvenience. She presented a hand-written note with misinformation/calculations to show she would receive 2 $25.00 Edge Discounts. Since Ms. [redacted] isn’t eligible for 2 Edge discounts the Executive Office offered a free month of service in which she declined. In the interest of customer satisfaction, she was offered a monthly $15.00 credit to expire in 24 months. Although she accepted this offer as resolution, she was not satisfied. The Executive Office considers this matter resolved. Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 7:30 a.m. and 4:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, Executive Office [redacted] M. Executive Relations

Review: I moved to a new residence in June of 2014. I soon realized that I had very little coverage at my new house. I made due for a bit until October when I complained to Verizon Wireless. I was told they would put in a service ticket to send a tech out to my house to check the signal and try to reach a solution. The tech called twice to verify the address. I returned the call and left a message verifying the address (the tech was apparently on a break). Nothing was communicated to me after that. I called Verizon a few weeks later and was told they fixed faulty equipment (nothing improved my service). I told the agent this and he didn't really offer anything but sympathy. He called me the next day and left a message to "check in", but I'm not looking for sympathy, I'm looking for the service that I am paying for. So far I've spoken to or chatted with 4 reps who have provided no solutions.Desired Settlement: I want to be let out of my contract without having to pay an early termination fee. I do not think it's fair to have to pay for a service that I don't receive.

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 a 35 year old daughter (special needs) that lives at home with my wife and I. She has a cell phone and all of our cell phones, tablet, land line are through Verizon. I have never been with any other mobile phone company and have had cell phones since they were offered. My daughter [redacted] would get carried away with her texting to people bugging the tar out of them. I went to the Verizon store in [redacted] to talk to them about what I should do. They advised to put a block on her texting. They told me that I needed to keep paying for it even though it would not be in use because if I changed the plan I would never be able to get the 250 texts for $5 back again because that plan was no longer available. Good advice! So that is what we did and he did it at the store for me. At the appropriate time we would take the block off. I received verification of the change from Verizon in the mail. A few months later our Verizon bill shows that my daughters line was being charged for each individual outgoing and incoming text on her line. This comes to much more than $5 a month. I went to the Verizon store, showed them my bill, they called customer service and I talked with them. They told me they would send a communication asking that this be fixed. A week goes by and I stopped in the store again. Explain I havent heard anything, wasnt I suppose to? They look into it. The owner of the store tells me that the customer service rep and his supervisor decided not to process the problem. I asked, how was I suppose to know.? This story goes on and on, for about a year now. Today I was informed by the store owner that I would have to call their legal department and that he was instructed that he could no longer discuss the situation with me. I have my bills, emails, and texts to show the progression of this problem. The store owner said he agrees that this was no fault of mine and even though he had people in the finance area say they would reinstate my plan it was never done. He says he has done everything he could. Some other points: They said that that plan is grandfathered and no longer available. I responded by saying I understand, simply give me the $10 for 500 texts and find another way to get the extra $5 off the bill with a discount or something. I didnt care how they calculated my bill as long as it was the approximately $233 a month I had been paying. Didnt do! I called Verizon billing area and told them the story and that the store owner was working on getting the $5 250 text reinstated and therefore the bill was in dispute. The owner said I needed to do that because then Verizon couldnt legally make me pay as long as the plan/billing was under dispute. The rep I talked to was great and wanted to give me $10 off my bill. I declined telling her that I didnt want to create any more confusion than already exists! I only paid the $5 that was suppose to be my plan (not the pay for each text program they forced us into). Verizon continues to charge me on the pay for each text that they gave to me which was never requested or agreed to. They put this plan into effect without notifying me or giving me any choices.They are also charging me a late fee because I am not paying that portion of the bill. In my second to the last attempt to get this remedied, they wanted me to buy their new plan which they tried to make me believe it was better for me. It cost more and I dont need unlimited everything! During this communication, they send me a comparison of what I currently have and the new plan they wanted me to purchase. The current plan shows I still have the $5 for 250 texts which is what I have been fighting with them about and they refuse to do anything about it!!!! The owner of the store convinced me to buy a new Samsung tablet which I was on sale and I was suppose to get a visa card rebate of $100. Samsung declined the rebate due to a improper activation time. I took the card declining my rebate into the Verizon store owner and he said he would take care of it. Still nothing. Bought it in December 2013. Would you please let me know either way if this is something you are interested in? So..... Is this a situation where the big company with massive resources doesnt care about a customer that has been with them since the cell phone phenomena launched? They are probably thinking that I will not want to spend thousands of dollars on attorneys fees to fight this because it doesn't make economic sense. Is the excuse of we dont have that plan available anymore (even though I still have it on my phone) a realistic approach to customer service when it was their mistake that created this ridiculous situation in the first place? Are they big enough they dont have to be concerned. How many other people are they taking advantage of? They are either unethical, or incompetent. Or both! I can show you the paperwork, etc., if this is worth your while. Thank you. [redacted]Cell phone ###-###-####The[redacted]Desired Settlement: The above information is what I sent to a news reporter. A settlement remains the same as in the beginning. Quit charging me for per text on my daughters line and give me the plan they took off without authorization. If they can't, find a way to give me the total bill that it was previously and give her the $10/500 text. Also stop the automated system of recordings that we owe them money as well as texts. Once again, we took no action to deserve this.

Business

Response:

I am writing in response to the complaint you forwarded on behalf of Mr. [redacted]. In his correspondence, Mr. [redacted] expressed concern regarding the loss of the 250 message text plan for his daughter's line of service with the mobile telephone number ###-###-####. As Mr. [redacted] explained in his correspondence, when be temporarily blocked her messaging capability, he was not advised she would not be able to recover the plan if he unblocked her messaging in the future. In addition, Mr. [redacted] added that he did not receive a $100.00 rebate for a tablet he purchased. Please accept this letter as confirmation of our conversation and subsequent resolution to this matter.In an effort to resolve Mr. [redacted]'s concern, I submitted an Inactive Pricing Request ([redacted] to recover the 250 message plan in question, but was not able to have the feature re-added to Mr. [redacted]’s account because the feature is no longer available. However, I issued a credit to Mr. [redacted]'s account in the amount of $90.05 to adjust all ’pay per message' charges billed to the target line when it did not carry a messaging plan. Further, I offered to place the target line on a 1000 message plan for $10.00/month and credit the $5.00 difference between the old feature and new feature for the number of months (7) remaining in the contract for this line of service. Mr. [redacted] accepted this offer and I issued the applicable credit to his account in the amount of $35.00 and added the applicable messaging feature to his account. I also issued a $100.00 equipment credit to Mr. [redacted]'s tablet line for a rebate he did not receive. All of the aforementioned credits will appear on Mr. [redacted]’s May 26, 2014 invoice.Verizon Wireless sincerely regrets any inconvenience this matter may have caused Mr. [redacted]. Rest assured his concerns will be addressed internally.If you have any additional questions or concerns please contact me at ###-###-#### during my business hours of 8:00 am. to 5:00 pm. (EST) Monday through Friday.

Business

Response:

I am writing in response to the complaint you forwarded on behalf of Mr. [redacted]. In his correspondence, Mr. [redacted] expressed concern regarding the loss of the 250 message text plan for his daughter's line of service with the mobile telephone number ###-###-####. As Mr. [redacted] explained in his correspondence, when be temporarily blocked her messaging capability, he was not advised she would not be able to recover the plan if he unblocked her messaging in the future. In addition, Mr. [redacted] added that he did not receive a $100.00 rebate for a tablet he purchased. Please accept this letter as confirmation of our conversation and subsequent resolution to this matter.In an effort to resolve Mr. [redacted]'s concern, I submitted an Inactive Pricing Request ([redacted] to recover the 250 message plan in question, but was not able to have the feature re-added to Mr. [redacted]’s account because the feature is no longer available. However, I issued a credit to Mr. [redacted]'s account in the amount of $90.05 to adjust all ’pay per message' charges billed to the target line when it did not carry a messaging plan. Further, I offered to place the target line on a 1000 message plan for $10.00/month and credit the $5.00 difference between the old feature and new feature for the number of months (7) remaining in the contract for this line of service. Mr. [redacted] accepted this offer and I issued the applicable credit to his account in the amount of $35.00 and added the applicable messaging feature to his account. I also issued a $100.00 equipment credit to Mr. [redacted]'s tablet line for a rebate he did not receive. All of the aforementioned credits will appear on Mr. [redacted]’s May 26, 2014 invoice.Verizon Wireless sincerely regrets any inconvenience this matter may have caused Mr. [redacted]. Rest assured his concerns will be addressed internally.If you have any additional questions or concerns please contact me at ###-###-#### during my business hours of 8:00 am. to 5:00 pm. (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 satisfactory to me.

Regards,

The discussions and follow up with the New Jersey connection was professional and customer centered. Unfortunately this was a year ordeal. It is also unfortunate that it took a letter to the Revdex.com to get the issue resolved. I appreciate the response and the resolution but it is hard to believe that the lower tier can't handle a situation such as mine. Thank you.

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 discussions and follow up with the New Jersey connection was professional and customer centered. Unfortunately this was a year ordeal. It is also unfortunate that it took a letter to the Revdex.com to get the issue resolved. I appreciate the response and the resolution but it is hard to believe that the lower tier can't handle a situation such as mine. Thank you.