Verizon Wireless

Review: On Thursday, June 26 a Verizon agent made an unauthorized change to my account causing me to lose the grandfathered unlimited data feature on my phone. After endless conversations, no one in customer service can/will assist. The "Inactive Price Listing Department" was allegedly contacted to fix this-with no time frame and no guarantee. I cannot use the data feature on my phone at this time as I will go over the unauthorized data cap that was put on the account. In addition I found out on 6/29 that they added a $65 unauthorized charge to my account. When I called about that, the agent could not remove the charge, put me on hold, then eventually hung up on me. Please note that EVERY person I spoke to at Verizon admits that the Verizon agent made the error. It was made clear to me that even though Verizon made the mistake, they may simply choose not to fix it.Desired Settlement: -Restore unlimited data.-Remove the $65 unauthorized charge.-Financial credit and/or early upgrade with no fees.-Proof of disciplinary action against agent who made unauthorized change to account. Without this, it will be clear that Verizon condones her actions.-Written letter of apology to my family. We were 350+ miles away from home and depend on my phone for GPS functions. Could not use due to the unauthorized data cap put on phone by agent.

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,

Consumer

Response:

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

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

Regards,

Review: The complaint against Verizon is that I/we could not get a valid final bill after closing the account. Each call took at least an hour of my time and with different results and numbers. A $20 credit was finally made (I mistook it for courtesy credit, but it was not) and their Customer Service is not allowed to make any further adjustments to the final bill.I've written, certified mail, to Verizon, and asked they return my check (enclosed in a self addressed envelope) if it is not agreeable to them, but they did not reply nor return the check (it has not cleared). A collection notice from Vantage came last week that is dated the day after they received my letter. May I attach the letter I sent to Verizon? It has the details and dates that brought about this complaint (except for information from yesterday's call).Desired Settlement: Adjust the bill to $61.62 or less (I'll pay with a charge card); AND return my mailed check (#[redacted]or $41.62) or notify me it has been destroyed; AND clarify prorated charge procedures for partial month usage.Finally, take responsibility for Verizon trained sales representatives - it appears there is purposeful misrepresentation, both on the phone and the sales center - not by the people, but by policy.

Business

Response:

October 8, 2014

This

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

Verizon Wireless on October 6, 2014. In the complaint, Mr. [redacted] that he

could not get a valid final bill after closing his Verizon account and states

that each call made to customer service took at least an hour of his time. Mr.

[redacted] states that customer service finally issued a $20.00 credit to his

account but advised that no other adjustments could be made to the final bill.

Mr. [redacted] is requesting that his final bill be adjusted and that Verizon

return the $41.62 check that he sent in or destroy it.

Upon

receipt of this complaint, a thorough review was completed. Our records indicate that Mr. [redacted]

activated his Verizon service on June 6, 2014. On June 18, 2014, after using

Verizon service for 12 days, Mr. [redacted] decided that he no longer wanted to

use Verizon’s service and returned his equipment with in the 14 day Worry Free

Guarantee time frame. Service disconnected June 28, 2014 and the early

termination fee was waived. Mr. [redacted] should only have been responsible for

the 12 days that he used the service and the activation. On August 4, 2014,

customer service issued a $20.00 credit for 10 days of service leaving a $67.27

balance due. In the interest of customer service issued an additional $43.27

credit, as the charge for 12 days would be $24.00 after waiving the $35.00

activation fee as courtesy. Mr. [redacted] was satisfied with the resolution and

made a payment $24.00 to satisfy the final bill.

Verizon Wireless appreciates that opportunity

to respond to all concerns and apologizes for any inconvenience this matter may

have caused. If you have any further

questions or concerns, you may contact me directly at ###-###-#### or toll

free at ###-###-#### Monday through Friday between the hours of

10:00 AM and 7:00 PM 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 more than satisfactory to me.

Thank you Revdex.com for your service and facilitating this resolution so quickly,

Review: I had the loyalty discount for 3 lines for a couple of billing cycles, then they took it out. I called in August and I asked about but they told me I did not have it. I told a supervisor that I would just wait for my contract to end so that I would switch to another company. In my last statement, they extended it without my consent and this extended my contract one more year to 8/05/2015 instead of my contract ending this month. I called on 9/08/14 telling that I did not wanted since they took it away. They told me no problem and that they would remove it, but it would cost me $10 extra for each of the 3 lines. After waiting for more than 1 hour, they told me that it would take a couple of days. When I noticed that it wasn't changed, I called and I finally talked to a supervisor. He told me that they would, but they would go back and charge me for the discounts given in some of the previous cycles and that I would pay more. I told him that it was wrong since on those 3 lines they extended the contract for 1 year from August and not before. Besides I did not gave them the consent. He refused to listen, and he told me that it would be better to not change it back other wise it would be cost me a lot. Since he refused to honor what the other agent had told me a couple of days ago, I told him to leave it alone since I was going to file a complaint. This seems to be very vindictive since I told him I was just waiting to change service.Desired Settlement: I want to have the 3 lines, the ones that contract ended this month to be changed ending contract to September of this year like it was knowing that I would pay the $10 extra on this lines for this month, and I am aware that I have to pay the early termination on my 2 other lines since those are under contract. They extended the contract on the 1st 3 lines without my consent, and I thing that's not right.

Business

Response:

I am writing in

response to the complaint forwarded on behalf of Mr. [redacted]. Per the correspondence received, Mr. [redacted]

is disputing the extension of his contracts on mobile numbers, ###-###-####,

###-###-####, and ###-###-####, upon accepting a promotion. Mr. [redacted] requests

Verizon Wireless change his contract end date back to the original date of

September 22, 2014.

Upon review of Mr. [redacted]’s

account, he contacted Customer Service on August 20, 2014, to inquire about how

he could save money on his bill. A promotion was placed on his account that

provided each mobile number a $10.00 monthly discount if a one-year contract

extension was accepted. Mr. [redacted] contacted Customer Service on September 8,

2014, to dispute the contract extension stating it was not disclosed to him.

I spoke with Mr. [redacted]

on September 17, 2014, to address his concerns and the above findings. In an effort to resolve Mr. [redacted]’s

concern, I offered to revert the contracts back to their original end date of

September 22, 2014, with the removal of the promotion from the account. Mr. [redacted]

was pleased with the resolution provided, and had no additional questions or

concerns.

Should the Revdex.com or Mr.

[redacted] have any questions regarding this response, please contact me at ([redacted]

[redacted] between the hours of 9:30 A.M. to 6:00 P.M. (PST), Monday

- Friday. For other account related

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

Respectfully,

L[redacted]

Lindsey B.

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.]

Regards,

Review: I entered a private retail Verizon Wireless store on 104 Fulton Street, New York, New York at approximately 1:00p, Saturday August 9th 2015 to charge my cell phone. It had 50% battery life. A representative said he had a charger, so I handed the cell to him. He pulled up my information on their system and asked me a series of private questions that was not business related, i.e. "what school are you going to?" "what are you studying?" and "what's your hometown?" I told them I am a Columbia University student and that I dorm on the upper west side to avoid commuting from Bay Shore, Long Island. The representative called over another employee and they talked under their breath. After a minute, he walked over to my phone and said my cell was charging, but not "holding the charge." I never had an issue with that cell before and was shocked by their diagnosis. He walked into the back room for a few minutes. When he returned, my cell was operating dysfunctional. He said the phone was not charging properly, but it could also be the battery. I asked him if I needed a new battery. He opened the back of the cell, pointed to a little white and red piece, and said "Do you see this piece? It shouldn't be this color. It should only be white." In the past, I was told by a technical support rep at a major Verizon store that the piece is supposed to be red and white. The representative went to the manager in private and returned. He said I could get a new phone for $49.99. When I refused this offer, the manager said he "understood I was frustrated, but technological gadgets don't last forever." After refusing to upgrade, the manager told the representative not to offer the discounted price, because I was unappreciative. I left the store and went to a headquarter Verizon Wireless on 34th Street and Broadway. The representative told me that there was nothing wrong with the charger or the back piece. However the phone is damaged and they don't know why. They are not affiliated with that Fulton St.Desired Settlement: My cell phone was in excellent condition prior to receiving undesirable service at the Fulton Street Verizon Wireless store. The only way to resolve this matter is to have my cell replaced with a "functional cell" of the same brand and model: Samsung Galaxy S 4 in Black Mist 16 GB Black.

Business

Response:

August 17, 2015 Attention: [redacted] Revdex.com of New Jersey 1700 Whitehorse– Hamilton Sq. Rd. Ste D5 Trenton, NJ 08690 Re: Case No. [redacted] / Account No [redacted] Dear Ms. [redacted]: I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] she visited a Retail Verizon Premium Retailer on Fulton Street in New York to charge her device because it was at 50% battery life. Ms. [redacted] states the store representative asked her personal questions and informed her device is not holding a charge. She states the store indicated the device has liquid damage and offered her a new device for $49.99. Ms. [redacted] states the manager rescinded the offer after she disagreed with the findings. Ms. [redacted] requests to have the device replaced with the same make and model. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concern. I spoke with Ms. [redacted] to address her concerns. I informed Ms. [redacted] feedback and coaching will be reviewed internally regarding the store experience. Ms. [redacted] states her device was replaced and has no current equipment concerns. 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 [redacted] 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 [redacted] 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: [redacted] app,Verizon installed app.Desired Settlement: Take it off. It is using my data.

Business

Response:

Ms. [redacted] contacted the Revdex.com in regards to issue with the [redacted] application using he data. I reached out to our [redacted] department which stated the following:So [redacted] only runs once, when the phone is initially set up after that it is a dormant app. Now the apps it has installed are active, and will use data when updating, but that is if the customer approves the update and does not have updates set to Wi-Fi only the problem with the customer's theory that it is eating up there data, is that all apps installed by [redacted] come from an [redacted] that is not billable. Kind of like picture messaging it is unlikely that it is freezing the device. I spoke to Ms. [redacted] today, and she is stated the phone is freezing. I setup a follow-up with [redacted] for tomorrow 11/6/2015 at 1:00 p.m. to troubleshoot her device.

I spoke with a rep named Lisa in the Alpharetta, Ga office (this is was she told me). First off, I believeI woke her up. I wanted the 25% discount for the accessory that I purchased online. The unprofessional customer service rep was rude, yelled on the phone, and continued to place me on hold. Said that she was not able to help me me because she was customer service. What? She needed to transfer me and she keep putting me on hold and she once she was tired of playing her game she was unable to transfer me and give me an incorrect number. I became a customer in June 2015 and I can't wait for June 2017 and I going back to [redacted]. I had billings problems before with [redacted] but the person in customer service was able to help. I will never recommend Verizon to anyone. I want someone to call me about this. I am suppose to receive a 25% discount on accessories and I want my credit.

I ordered global service for one month because I was going to be in Europe for 14 days. I was told that the charge would be made for my next billing cycle that began in 10 days and that was good because it covered the time of my trip. My next bill included an advance charge for the following month. I called and was told I would have to pay a prorated charge for the current month since charges were made in advance. No matter how many times I stated that I had only ordered the service for one month (and had been assured that it would just be a one month charge) the agent and their supervisor just kept repeating that I hade to pay the additional prorated charge because they billed in advance.

Review: I owed Verizon wireless 296 dollars from a previous cancelled contract. I was contacted on a Wednesday and offered a settlement of 225.77 dollars to settle the account, I agreed to the settlement and made a payment that day of $25.77. The other 200 dollars were set to be paid 18 days from the call. Today, two days after that agreement was reached, Verizon contacted my mother (who lives at a separate address) and told her that there was a balance of 296 dollars on my account that needed to be paid or it would be turned over to collections. My mother, fearing for my credit, paid the amount without knowledge of the settlement myself and Verizon had agreed upon two days earlier. This is clearly a deceitful and dishonorable action by Verizon Wireless. I contacted Verizon and after 9 transfers and being put on hold 12 times, they cancelled the 200 dollar payment that was to be made by me, and told me there was nothing they could do to reverse the 296 dollar payment made by my mother. In other words, they stole 96 dollars from us.Desired Settlement: I want Verizon to refund my mother her 296 dollars and I want our original settlement honored, I don`t think that is too much to ask.

Business

Response:

This letter is in response to the recent complaint by [redacted], received by Verizon Wireless on June 9,

2014. In the complaint, Mr. [redacted] disputed the final payment amount received on the wireless account.

Upon receipt of this complaint, a thorough review was completed. Our research indicates the

established payment arrangement; however, we could not substantiate the claim of a reduced final

balance. On June 6, 2014 our Customer Financial Services department was contacted by Mr. [redacted]’

account manager and authorization received to process the final remaining balance. The Executive

Office explained account mangers are authorized to make bill payments. We expressed empathy for the

submitted concern; however, to promote a positive customer experience, we offered a courtesy credit

of the requested $96. This offer was accepted and Mr. [redacted] expressed satisfaction. The credit balance

was released in a check form on June 6, 2014. Mr. [redacted] should be in receipt of refund in 10-14 days.

Verizon Wireless appreciates the opportunity to respond to all concerns and regrets any inconvenience

while resolution was sought in this matter. If you have any further questions or concerns, you may

contact me directly at ###-###-####, Monday through Friday between the hours of 8:00 AM and 4:30

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. However, Verizon stating in their letter that they "could not substantiate the claim of a reduced final balance" is contradictory to what I was told on the telephone by Verizon representatives. I am satisfied with the final resolution, however still very upset at Verizon's actions and even more so now that they would lie again in their resolution letter, but let`s not play he-said she-said.

Regards,

Review: I have a plan, 1 GB data, when I reached my date to stop, they changed and they charge me more than I suppose pay. I did complied 2 time, they said they will fixed, they never do that, the last time they sent me bill around of 347.27!!!I asked how that come up? one of said "I do have two line"!!! My regular bill it's 90+ tax it's 96.00 a month.Thank you for your time and consideration, I look for to heard something from us.Best Regards,[redacted]Desired Settlement: only to fix everything, because I know my budget I much I can pay, that right I chosen that plan, they want only get something from me.

Business

Response:

June 6, 2014

This letter is in response to the above referenced informal complaint filed on May 28, 2014 and received by Verizon Wireless on May 30, 2014. In his complaint, Mr. [redacted] states he signed up for the 1GB data plan and his usage was supposed to stop after he reached 1GB. Mr. [redacted] is disputing the data overage charges and requests credit for the data overage charges.

Upon receipt of your letter, I reviewed our records on account number [redacted]7-[redacted]. I spoke with Mr. [redacted] regarding his concerns. I agreed to credit the data overage charges and reconnection charges. I advised Mr. [redacted] that he must online to set up the family base for a hard stop at one GB. Mr. [redacted] agreed to do so and states this resolves his concern.

Verizon Wireless appreciates the opportunity to respond to Mr. [redacted]’s concern. If there are any further questions, Mr. [redacted] may contact me directly at ###-###-####. My office hours are 7:00am – 3:30pm EST Monday through Friday.

Sincerely,

Executive Relations

cc: Mr. [redacted]

Consumer

Response:

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

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

Regards,

Review: In about Nov 2013 I resolved a complaint thru the BB with Verizon on this issue. They had in fact delayed some charges in their billing meaning that the final bill paid was incomplete. The resolution was that the $120 they claimed I owed (I felt that was high) would be resolved with a $60 credit and I would pay $60. Over the last 7 months, I have mailed a check that was never cashed and I have attempted to pay over the phone. Their system does not show the charge on most areas, but continues to generate bills to me from another area. Since the system shows no debt when I call, they will not accept payment by phone, nor did they accept my payment by mail. My last phone conversation, I was promised a letter stating there was no debt, but that never came. Since their computer somewhere continues to generate a bill that Customer service does not see, I fear that they will turn this over to collections and harm my credit. Since they have refused my payment for the $60 on multiple occasions, I find it necessary to ask them to resolve this issue in their computer. Either write this off in honor of my hassle and time with their problem or accept my paymentDesired Settlement: Write this off and correct your computer so it will stop billing me. I have spent too much time and had my credit jeopardized for 7 months because Verizon has been incapable of accepting my payment and incapable of stopping the billing. Verizon has been offered this payment multiple times and not accepted. This is far too much hassle over $60!Please communicate by e-mail As I am US Forces in Japan and am 13 ahead of Eastern US Time. [redacted]t@g[redacted]

Business

Response:

August 20, 2014

This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 08/14/2014. In his complaint, Mr. [redacted] stated that he resolved a complaint with the Revdex.com back in November 2013. Mr. [redacted] stated that he continues to receive bills showing a balance of $60.00. Mr. [redacted] stated that he has attempted to make a payment by phone, however when he contacts customer service he is advised that he does not have a balance due. Mr. [redacted] wants to make sure that his credit is not impacted, due to this billing error.

Upon receipt of this complaint, I completed a review of account number [redacted]3-[redacted]. On 10/15/2014, a credit in the amount of $60.00 was applied based on the agreement with Mr. [redacted]. Mr. [redacted] also made a payment on his account by check on 11/05/2013, which left him with a zero balance. It does appear that Mr. [redacted] has received bills showing a balance due of $60.00; however his account was reflecting a zero balance. As of 08/20/2014, there is a credit balance of -$60.00 due to a payment we received on 08/12/2014 in the amount of $60.00.

The Executive Office has communicated with Mr. [redacted] by email regarding his account concerns. The Executive Office advised Mr. [redacted] we have received his payment for $60.00 on 08/12/2014. This payment has posted to his account as a credit balance of -$60.00 due to an over payment. We confirmed that he has been receiving bills in error. We have submitted a Trouble Ticket, to insure that he does not receive any more statements showing that he has a balance due. In addition, the Executive Office will also being submitting a Treasury Request for a refund of the -$60.00 credit balance. We also assured him that this account has not negatively impacted his credit.

Verizon Wireless appreciates the opportunity to respond to concerns. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 8:30 AM - 4:30 PM ET.

Sincerely,

[redacted]

Executive Relations

Consumer

Response:

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

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

Regards,

Review: I joined Verizon Wireless in May 2011 and had no choice but to leave in April 2014.I have experienced countless issues since the start of 2013. In 2013 alone Verizon has accidentally removed protection plans from some of my devices, opened up sub-accounts with new lines without my knowledge and failed to resolve a network/service conflict. Each incident mentioned above was listed because it required several phone calls and each issue took several months to resolve.Also in September of 2013, I ordered a iPhone 5S in White 32GB under Verizon's newly introduced Edge Agreement. Shortly after, I called Verizon Wireless to inquire about swapping devices between existing lines on my account. The representative was unable to swap the phone numbers between the two lines, so they removed the device from the Edge Agreement and associated this with another alone. Unfortunately, this pretty much caused the Edge Agreement to become a 2 year payment plan for a $749.99 device (as opposed to a 2 year contact where the device would be $299.99). The benefits associated with Verizon's Edge were also voided. I did not know the Edge Agreement was voided until the plan changes that occurred earlier this year. Verizon Wireless representatives were unable to reverse the changes or place any other device on that line. As of July 2014, it appears that no one with Verizon knew how to handle an issue like this. Each time I called, a different representative would take a completely different direction in attempts to resolve the issue despite it contradicting work of the previous representative. The line was terminated and reinstated and terminated again in attempts to resolve.A representative decided to apply a 12 month promotion credit but the system did not allow this credit.Ultimately, this resulted in a higher bill due to this Edge Agreement not qualifying for the Edge Promotion. After working with Verizon between January 2014 and April 2014 with no working resolution, I decided to have the lines were terminate.Desired Settlement: 1) Since I was on a Share Everything Plan, I would like to have the lines reinstated for the users who wish to return to VZW and the EFT covered for the users who have moved on from Verizon Wireless.2) Since the Edge Agreement issue could not be corrected and VZW has already admitted fault. I would like to receive a credit for the agreement (the agreement has already been partially paid) and a EFT covered for the termination of lines as there were no alternatives but to leave.

Business

Response:

This letter is in response to the recent complaint by [redacted], received by Verizon Wireless on July 28, 2014. In the

complaint, Mr. [redacted] states that he did not qualify for an upgrade on his line so he used an alternate upgrade from

one of his other mobile numbers. He states that when he upgraded that line he used Verizon Wireless Edge Program.

Mr. [redacted] states that he activated the device on his line but the charges for the device remained on the alternate

upgrade line. Mr. [redacted] states that he shares this account with other users and each one pays their own bill. Mr.

[redacted] states that he does not feel that the line he used the upgrade on should have to be responsible for the

equipment charges. Mr. [redacted] is requesting that the lines be reinstated for the users who wish to return to Verizon

Wireless and the Early Termination Fees be waived for the users who have moved on from Verizon Wireless. He also

states that since the Edge Agreement issue could not be corrected, he would like to receive a credit for the

agreement. He states that they had no alternative but to leave due to the other user not wanting to be responsible

for the payments.

Upon receipt of this complaint a thorough review was completed. Verizon Wireless records show that on September

20, 2014 Mr. [redacted] completed an alternate upgrade from one of his lines. He took that device and placed it on his

line which did not qualify for an upgrade. Mr. [redacted] upgraded this line on the Edge program which allows customers

to pay retail price for their device by making payments on their bill for a 24 month period. This is an agreement that

is accessed to the specific line of service that used the upgrade. If the device is moved to another line the payment

agreement still is accessed to the original line.

Verizon Wireless Executive Office spoke with Mr. [redacted] and reiterated the above complaint. Mr. [redacted] maintains that

this was an error on Verizon Wireless and he should be able to have his charges waived so that he may return to

Verizon. Mr. [redacted] was advised, that the Edge agreement will stay with the line of service that he originally upgraded

on. At this time Verizon Wireless is not offering to waive any Early Termination Fees for cancelled services or transfer

his Edge agreement. Mr. [redacted] had the option to reactivate the services within 50 days of deactivation and the Early

Termination Fees would have been credited back to his account. Verizon Wireless has found that the charges on Mr.

[redacted] account are valid.

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 ([redacted]

[redacted] or toll free at ###-###-####, Monday through Friday between the hours of 10:00 AM and 7:00 PM ET

Consumer

Response:

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

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

Regards,

Review: On 07/19/14, I talked verizon global dep. customer rep.& let her know that I am traveling international from 07/21/14,So rept. assisted me to sign up for their global plan, I was notfamiliar about it,so I asked that rep. she confirmed me few times,that if I talk with myadded other phone line in u.s.a ,which added to my reg. plan, then I will not be charged aslong distance or per min chargers or any other hidden chargers,I am covered with their plan.Even I had been told the same info,by their another rep from global dept., on 07/21/14 while he was helping me with connecting issue with my other phone in U.S.A.Verizon sent me a bill with roaming charges 589.28($426.28 roaming charge) from using my phone 07/21/14-07/29/14.I explained to them, that whole thing happened, because of wrong information by their global dept rep.,& it was out my knowledge.I settled that bill by paying them$376.28,but I asked few time if there anymore hidden charges,before I pay this bill, verizon customer rep. assured me,I will see my next bill as I pay reg. month bill,No more additional charges if I pay that amount.I took his word & paid that amount.verizon sent me another bill $920.52(Roaming charge $783.19 for 07/29/14-08/02/14),I talked to one of verizon's manager name [redacted],on 09/16/14,explained him about their cust.rep misinformation, but he refused to do anything about this bill.So basically verizon's Global dept. reps. tricked me with their false information to sign me up with their global plan,and charged me $2.98 per min.just for 2weeks($426.28+783.19 Romaing charges).Not only that,one of their cust rep. tried to sign me up for one more year to receive any discount.Even their rep. assured me that I will not be charged any more,If I pay settled amount,which he tricked me to pay the bill. But still I am receiving large bills. I did not receive any txt.msg or e-mail at the time of sign up, Nor in between 7/21/14-8/03/14 that I will be billed $2.98 per min talking between my two phones.Desired Settlement: I want verizon global dept to stop tricking customers to sign up to their plan with false information. I want verizon reverse the $783.19 roaming charges form my account.So I can continue finish my contract with Verizon which will end on 01/02/15 & pay my monthly reg bill.Verizon already received $213.14 from me as Roaming charge from 07/21/14-07/31/14.Which is totally unfair to me.

Business

Response:

October 1, 2014

This letter is in response to the above-referenced complaint filed by Mr. [redacted]. In the complaint, Mr. [redacted] expresses dissatisfaction with the handling of a billing issue on his account, as he was charged for International Roaming. He requests the roaming charges of $783.19 be waived because he was told there would be no additional charges. Verizon Wireless regrets any inconvenience this issue may have caused and appreciates this opportunity to address Mr. [redacted]’s concern.

A thorough review of the account revealed that on August 20, 2014, Mr. [redacted] called in to Customer Service to discuss international roaming charges he received on his August 2014 billing statement. He states he was advised that he would not receive any additional charges for International Roaming. Mr. [redacted] subsequently called Customer Service on September 12, 2014 about the additional roaming charges on his September 2014 billing statement, and was advised that the charges were valid.

I spoke with Mr. [redacted] on September 26, 2014 to address the above findings and his concerns. I advised his bill cycle closed on September 2, 2014, and there would have been no way to know before that date additional charges would be received. In an effort to provide a satisfactory resolution, I advised Mr. [redacted] I would issue a credit in the amount of $587.46. The adjustment represents a 75% credit for the roaming charges, and would be applied to his October 2014 billing statement. Mr. [redacted] confirmed that the action taken resolved the complaint referenced above, and he had no further concerns.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, they may contact me directly at ###-###-#### between 8:00 a.m. and 5:00 p.m. (PST), Monday through Friday. If he has any general questions regarding his account, Mr. Lehmann may contact Customer Service at ###-###-####.

Sincerely,

Executive Correspondent

Consumer

Response:

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

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

I hope verizon wirless will not

add anymore/ any kind hidden fees to my bill in future. Thanks to Revdex.com and Mr. [redacted]. for your co-operation!

Regards,

Review: On October 5th,2014 I entered my local Verizon store to upgrade using the Early Edge program. I was advised that I had to surrender my current phone (iPhone 5)that day and the new phone would be shipped to my home within a few weeks. Anticipated ship date 10/24/14. I never got shipping info so that evening I called to see why. I was told that the new phone (iPhone 6) was still backordered and new ship date was 11/14/14. The next day I got an email stating that my phone should ship 10/31/14. Then on 10/27/14 I received another email stating that my order had been cancelled. Several calls (and hang ups on Verizon's end) I had 3 different excuses as to why my order had been cancelled. The last excuse was "You never qualified for the program in the first place".October 28th I go to the store for some answers. I was told that I indeed qualified for the upgrade and that when I ordered the new phone on October 5th I was NOT supposed to trade the old phone that day but wait until the new one arrived THEN ship the old phone back. Since I needed a phone use until the new one arrived I borrowed an old phone from a family member. Using that phone on my account made it seem like I received the new phone and the system cancelled the order automatically (3 weeks later). The manager stated that he would have to "get someone to void the contract and start a new one thus having to order the new phone again". This will now cause me to have to wait again for another order of iPhone 6 phones to be shipped (approx 3 more weeks).This is unacceptable! The initial salesperson handled the transaction wrong and now they are telling me I have to wait for a product that I should've had by now. Plus they still have my iPhone 5 that they took the day of the initial order. I feel that they should call around and have the phone I asked for overnighted immediately (I ordered an iPhone 6-64gb in silver). Also my account should be credit for the accessories already bought for the new phone for the hassle.Desired Settlement: New phone shipped immediately and account credited fairly for the hassle. Or a fair discount on the new phone.

Business

Response:

This is in response to the above referenced complaintfiled on October 28, 2014 by [redacted] and received by Verizon Wirelesson October 30, 2014. In her complaint Ms. [redacted] writes she visited her localVerizon store to upgrade to the new iPhone 6 however she surrendered her iPhone5 device early causing her to borrow a device to use. Ms. [redacted] also date ofshipment changed three times and her original order was cancelled. Ms. [redacted]is seeking a fair resolution for the delay and issues she went through waitingon the new iPhone 6. Upon receipt of yourletter, I reviewed account number [redacted]. The executive office ofVerizon spoke with Ms. [redacted] on November 13, 2014 Ms. [redacted] advised shereceived inconsistent information regarding her shipment and the date changedseveral times to receive the iPhone 6 device. I also shared with Ms. [redacted]the large response we received for the iPhone and the large demand with astaggered supply which is why the device was on back order. As a courtesy, Iwaived $10.30 for the screen protectors, $26.24 for the iPhone 6 case, $43.95for the 12 day difference in monthly service for the delivery date change andan additional $55.00 for the cost increase for the iPhone 64 gb to the iPhone128 gb. The total amount issued to Ms. [redacted] account was $135.00. On behalf of Verizon Wireless we apologize forany and all inconvenience this matter may have caused. Verizon Wireless appreciates the opportunity to respondto Ms. [redacted] concerns. If Ms. [redacted]or the Revdex.com has any further questions or concerns, you maycontact me at ###-###-#### between the hours of 8:00 and 4:00EST 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: Ignored since January when asked for a final bill. I'm switching over to [redacted] because of many different issues, but my issue is that I wanted to get my final bill (with the remainder of my payments for 5 phones). This is because my new provider will be paying that off all at once. However, since January I've contacted Verizon numerous times (I have twitter account records) and have asked for this final bill 4-5 times already. This last time I've received another "monthly" bill but not the final bill. I can't use these monthly bills go get the reimbursement from [redacted] to get these costs paid for and so in essence Verizon is screwing me, making it so that I can't get my repayment from [redacted] for switching over and I am stuck, paying for a monthly and am not even sure if [redacted] will cover my payments from Feb to now.Desired Settlement: The best outcome would be for Verizon to refund us those payments we made from Feb-April, and just give me the final bill. Or if anything I just want my final bill from Verizon and I will figure it out if [redacted] will honor the rest of the monthly bills that I had to pay. I should have just received a huge bill in Feb but I haven't. And I don't see Verizon changing their ways.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to the complaint forwarded on behalf of Mr. [redacted]. Verizon Wireless sincerely regrets any dissatisfaction this matter may have caused. Upon review of Mr. [redacted]'s account, on January 22, 2015, his lines of service were disconnected. Mr. [redacted] contacted Verizon Wireless requesting copy of his final billing statement. Mr. [redacted] had five Edge Agreements still active and billing monthly. Mr. [redacted] was sent a final billing statement for his service; however, Mr. [redacted] wanted a statement that included his final Edge Agreement balances. I spoke with Mr. [redacted] on April 24, 2015, regarding his concerns. I advised him I would submit a buyout request for his agreements. I informed Mr. [redacted] this will bill the remaining balance of $1,925.00 to his next invoice. Mr. [redacted] requested a copy of the next invoice and the previous two invoices to be mailed to him together. I advised I would print and mail the statements when ready. Verizon Wireless appreciates the opportunity to address your concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly toll free at ###-###-####, Monday through Friday between the hours of 9:00 AM and 6:00 PM PT.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will make sure that I get their proposed documents by end the month of May in 2015, and if I don't, then I will be sure to reopen this case. I've such a horrible experience with just getting a "final bill" that I can't say that I'm confident that I'll finally get what I asked for.

Regards,

Review: On 06/17/2014 I ordered a smartphone and Jetpack from Verizon and told them that I wished to keep my existing phone number and did not require the number they offered me to go with the phone. I called to cancel all my Verizon services on 4/13/2015 and was told that Verizon would send me instructions and a rebate form to return the smartphone. They never did. I had numerous complaints about the Verizon service and made a formal complaint through the [redacted], which was never resolved as Verizon simply refused to respond to the **. Eventually (after continuing to pay their massive bills even though I was no longer using the service, while I waited for the matter to be resolved) I just paid up their massive cancellation fee and all outstanding bills and was told by two of their representatives that all my service with Verizon was cancelled and that I would not hear from them **ain.The first time I was told this was when I went to the Verizon store on 5/26/2015 at [redacted], Abq. I went there to return the smartphone and cancel all services, as I was still receiving bills from them. It was then that I was told that my smartphone service had been cancelled on the 13th April but the Jetpack had not been cancelled, hence I was still being billed for it. I had clearly said that I wished to cancel ALL services and was assured that this had been done, but I was misled.I returned the smartphone at the store on 26th May 15 and was **ain assured that all my services were cancelled and that a final bill would be issued, after which I would not hear from them **ain. When I called them to pay the final bill, I was **ain told that all outstanding payments had been dealt with and that would be the end of it. Now they have sent me another bill for $123, apparently relating to the phone number that they issued me, that I never used and told them I didn't want right from the start.Desired Settlement: I want Verizon to withdraw this bill for $123 and never contact me again. I now believe that Verizon is a deeply dishonest company that exists to sign up customers under false pretenses and then issue bills to them for services that the customer cannot understand, because there is no transparency or logic in the way they run their business, other than to gouge money from the public.I feel contaminated by my contact with them and want them to exit my life altogether.

Business

Response:

In review of the complaint, Ms. [redacted] stated she has received a bill in the amount of $123.04 and was under the assumption her account was closed. Ms. [redacted] has requested this charge be removed immediately.In review of the account, Ms. [redacted] has been charged an Early Termination for canceling service prior to the end of the contract end date on line ending in [redacted]. The Executive Office spoke with Ms. [redacted] regarding her concerns. She explained she had requested to cancel the line in April and one of the lines remained active. To address Ms. [redacted]’s concerns, we have honored her request and her account is satisfied in full. Ms. [redacted] was satisfied with the resolution and we consider this matter closed.Verizon Wireless appreciates the opportunity to respond to concerns. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 8:30 AM - 3:30 PM ET. Sincerely, S[redacted] B. 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 can't remember the number as it was several years ago. The phone was issued to me while I was married and many questionable decisions where made by my wife during this period. I also take the blame for the delinquency for I should have been more vigil over this matter. Well some months ago. I receive an offer, considerably less than the 1400 dollar amount, that would resolve the account... Hoping this all would take care of its self in court, I did not respond to the offer. Since then, I have made contact with Verizon and now the bill is due in its entirety plus 300 dollars added to the account. Well I agreed to terms with the agent but they refuse to send out an account... I suppose to send out money without an account? This is crazy. I am asking that they send me account with the agreed amount of $100 a month until the bill is paid... Minus the 300 dollars added to the account!!Desired Settlement: I would like to receive a statement of the agreed terms.. Minus the 300 dollars added to the account!! I also would like for the actions to be posted to the Credit Bureaus immediately

Business

Response:

August 12, 2015

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] is requesting assistance regarding a debt that has been reported to his credit report. He requests a reduction of the amount owed and for credit reporting to be updated. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

Upon receipt of the complaint, we made several attempts to contact Mr. [redacted] by phone and email regarding his concerns. On July 15, 2015, Mr. [redacted] responded and explained that he was able to make payment arrangements and the issue has been resolved. He had no other 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,

[redacted] D.

Executive Relations

So disappointed. After many years as a customer, I canceled my service with Verizon Wireless on 6/23/2015 for the use of a Verizon Jetpack®. I wasn’t using it any more.
The relationship ended on good terms, until I was invoiced for the next month, July. (My account CLOSED in June.) I contacted the company regarding the bill and was advised that they would fix my account. It was automated invoicing and the bill went out right before I closed the account. I was told my account balance is ZERO.
Today I received a threatening call that I would be turned over to collections if I did not pay the July bill. I am writing here to let everyone know what to expect should they ever need to close your account.
In today’s competitive market, I am surprised that a company would not be concerned about their reputation and customer service.

DATA HIKE OF $20.00 for existing unlimited customers !!First off I have been a loyal customer with Verizon for over 10 years, their has been rate hikes service fees hikes and still have been able to hardly afford to manage to pay for two phones! Now I received my latest and greatest bill which increased an additional $20.00 a month for me to be provided with same exact services that consists of family share and grandfathered unlimited data Verizon it extorting my hard earned money from me and telling me to just take one of the lesser date plans and my bill will drop $70.00 a month $20.00 of that is due to the hike in my data! If I wanted less Verizon I can use page plus and get all the same for less data unlimited calls and text at a fraction of your best network power house cost! I stopped at two Verizon stores to ask if Verizon would like my unlimited data why not just make us 1% that still have it a deal on devices or something other that burn may wallet and the managers at both stores tell me I'm a 1% of the Verizon customers that still have Unlimited data and our network it the greatest. You just can not treat your bread and butter customers like this! I again ask what will you do in exchange for the unlimited data?????? Very disappointed ,frustrated and concerned customer

I've been a Verizon customer for the last 7-8 years, and have generally been very satisfied with service and quality of products. In September, my wife and I separated, and in October we visited a Verizon store to separate our phones into our respective accounts. That's when the issues began. I received email notice of my upcoming bill, went online and paid the bill a week early. The day the payment was due, I received an email from Verizon (after 4:00 pm) indicating my bank had rejected my payment, and I needed to go to a store and make a cash payment. After attempts at making the payment online and calls to customer service, where the phone rep could not understand why there was an issue as she could see the payment made, I was routed to "Financial Services". I then learned my payment had been rejected by my bank, and due to Verizon policy, any new account which receives a rejected payment from the bank is moved into a cash-only status, and must make payments in a store, with cash only. They allowed me to make the payment that evening using a debit card, and I have been calling this area since making monthly payments well before they are due. I went to the store, explained the sequence of events to my salesperson, he called someone at corporate, and the only response he was able to obtain was "have him take it up with his bank". Well, I did contact my bank, and they did not have any record of a payment request coming in from Verizon for my account. As I recounted the events, I had searched the Internet for the bank routing number. I discovered I entered the wrong routing number in my initial payment, which was then rejected by the payment system, not the bank. So, due to an error in providing an incorrect routing number, although every payment has been made on the due date or earlier, my account was thrown into a cash only status, and assumed I was a high-risk customer. There was no opportunity to explain, no opportunity to correct the situation, no opportunity to present my side of the situation, and the company made not attempt to check the background of my previous account history (which I asked them to do repeatedly over the phone). Their response was they could not access that information. My current credit score is over 790. I've been with Verizon for almost 8 years. How can they view me as a high-risk customer, based on one transaction, yet all payments are paid in full on or before the due date. Their policy needs some serious rethinking...

Review: What we wanted: To buy new phones upfront, no contract, month to month plan with unlimited everything.What we got: When we got the plan we were told we could not buy the phones upfront, they had to be paid in installments,(though on a later visit we were told by a different employee that it could be done). So we paid over 300 to start both lines (March 8th), but No sure answer for what our monthly bills would be, but around 150 each line. We decided to just get service with [redacted], we got much bigger phones for much less, paid them Upfront, have Unlimited Everything and for only $35 a month. Verizon charged us Restocking and other absurd fees, even though we were told it was okay to cancel within 14 days, we cancelled long before that. We get a bill which my husband paid,then more bills, and promises of refunds but not received yet after 3 months (now June 12th) of going to the store and spending hours there at a time(no exaggeration)because they don't know how to get the system to do what they want. Also no one could solve this through customer service over the phone. We keep getting told to wait for the billing cycle to close each month and a refund will follow. We went to the their store 5/20/14, and after the matter was "resolved" by [redacted], we are to expect two refund checks. No checks yet only an email saying we were over credited and that we will get a charge for an unknown amount. Per [redacted] at their customer service line wait another month for a refund check.Therefore to us it is the worst customer service experience ever, service with Verizon not recommendable to anyone ever, unless you like headaches, hassles and don't mind getting a heart attack from the frustration. It is absurd that such a large company cannot train their employees to process a simple cancel and refund. Their system fails when they try to work on an an account that gets terminated. Overall I give them a negative 5 stars.Desired Settlement: What we expect now: To have this account fully closed, no more bills owed, and the refunds promised to be finally sent to us.

Business

Response:

This letter is in response to the recent complaint by [redacted], received by Verizon Wireless on June 9,

2014. In the complaint, Mr. [redacted] disputed the final payment amount received on the wireless account.

Upon receipt of this complaint, a thorough review was completed. Our research indicates the

established payment arrangement; however, we could not substantiate the claim of a reduced final

balance. On June 6, 2014 our Customer Financial Services department was contacted by Mr. [redacted]’

account manager and authorization received to process the final remaining balance. The Executive

Office explained account mangers are authorized to make bill payments. We expressed empathy for the

submitted concern; however, to promote a positive customer experience, we offered a courtesy credit

of the requested $96. This offer was accepted and Mr. [redacted] expressed satisfaction. The credit balance

was released in a check form on June 6, 2014. Mr. [redacted] should be in receipt of refund in 10-14 days.

Verizon Wireless appreciates the opportunity to respond to all concerns and regrets any inconvenience

while resolution was sought in this matter. If you have any further questions or concerns, you may

contact me directly at ###-###-####, Monday through Friday between the hours of 8:00 AM and 4:30

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, as long as the refund is processed and sent to us within 6 weeks. Also that nothing more will be owed by my husband or I to Verizon Wireless.

Regards,