Verizon Wireless

Review: Verizon Wireless charged me for a new month plan. My old phone stop working it was a note 2. They charged me for activating a new cell phone. This is the first carrier that charges me for such a mundane task. I bought a new handset because my old one broke, and they charge me for activating instead of just rolling my remaining time on the old one to this one.Desired Settlement: For them to give me a free month

Business

Response:

This office spoke with Mr. [redacted] regarding his concern. He advises that he had recently purchased a new prepaid device to replace his current phone. After he made the purchase, he learned that he was purchasing a new service. He expended $45.00 before taxes. I offered to credit his account in the amount of $50.00. Mr. [redacted] accepted this offer and states that he is satisfied with the resolution.Verizon Wireless appreciates the opportunity to address your concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 8:30 AM -5:30 PM ET.Sincerely,[redacted] E.Executive Relations

Business

Response:

This office spoke with Mr. [redacted] regarding his concern. He advises that he had recently purchased a new prepaid device to replace his current phone. After he made the purchase, he learned that he was purchasing a new service. He expended $45.00 before taxes. I offered to credit his account in the amount of $50.00. Mr. [redacted] accepted this offer and states that he is satisfied with the resolution.Verizon Wireless appreciates the opportunity to address your concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 8:30 AM -5:30 PM ET.Sincerely,[redacted] E.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 1[redacted]nd find that this resolution is satisfactory to me.

Regards,

[redacted]- [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 1[redacted]nd find that this resolution is satisfactory to me.

Regards,

[redacted]- [redacted]

Review: I had a phone I mailed back to Verizon get lost in the mail. I used their label and box. It was taped shut at the post office by the postal clerk. I've followed Verizon's instructions on finding this phone; I even went so far as to go to the post office on several occasions. The postal supervisor verified to Verizon that I did mail the package yet I'm still being billed for $449.00. I've been trying to deal with this for 2 1/2 months already.Desired Settlement: I want the $449.00 taken off of my bill

Business

Response:

July 07, 2015 This letter is in response to the recent concern filed by [redacted] received by Verizon Wireless on 06/25/2015. [redacted] contacted the Executive Office of Verizon Wireless via the Revdex.com on June 23rd, 2015. Mr. [redacted] is disputing a non return fee totaling $449.00 that was billed on the May 1st, 2015 invoice for device ID [redacted]4 (Order 3[redacted] Location Code [redacted]). Mr. [redacted] was provided a prepaid USPS tag with tracking number 9[redacted]88, to return the device in question. According to USPS.com, the tracking number provided to Mr. [redacted] does not reflect any tracking or return activity. Mr. [redacted] is disputing the non return fee. Several Inventory Tickets have been opened to investigate the non return fee. I spoke with Mr. [redacted] on July 7th, 2015. Currently, Verizon Wireless investigation results have not yielded any return history for the device in question. After listening to the story provided by Mr. [redacted], I have decided to make an Executive decision to credit the non return fee of $449.00 plus late fees totaling an additional $28.16. Mr. [redacted] is aware that going forward, he will need to retain a copy of a return receipt for any equipment returns. Mr. [redacted] is aware that his new balance is $575.59. Mr. [redacted] has current arrangements with Financial Services to resolve the current balance due. Mr. [redacted] is satisfied with the resolution to his concern. Verizon Wireless appreciates the opportunity to respond to concerns. If you have any further questions or concerns, you may contact me directly at [redacted]1 Monday through Friday between the hours of 8:00 AM - 5:00 PM ET. Sincerely, [redacted] S. Executive Relations

Consumer

Response:

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

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

Regards,

This company is the worst of the worst,the Devil is definitely in their details.I have been a grandfathered unlimited client of Verizon Wireless for 12 years of which in those years I have paid over $21,000 for a sub par service.Jumping through rings like a circus pony is what I have had to do to keep my unlimited plan,they change their rules what seems to be like every month to knock me around in hopes that I will just give in and give up my unlimited plan.Unlimited for life should have been called unlimited for life if you can take every twist and turn we throw at you.New phone full price purchased,data being cut down to .12mb download-.19mbps upload,not being able to use the apps of my choosing or your breeching contract.I am shocked and disappointed in their Revdex.com high rating for I think anyone who has dealt with them know that this is a not true.I did not tell them to offer any of their services for life they chose to do that and as a good business they should honor that without having to be slapped on the hand by the FCC or make it a circus show to comply .The latest spit in the face is a recent advertisement that they are yet again offering another service for life,due to their past record they should never be allowed to offer anything using the term "life"in it again.I don't understand even in today's world how a company can treat faithful clients with such disrespect ,lie in advertisements,almost double the price of their originally agreed upon data price and still require the client to pay $180 a month for one line with data that is barely useable,sounds like robbery to me!

I was a Verizon customer for 13 years and 12 of those years I had no problem with them. However, over the last year I have had some serious problems with Verizon that have led me to breaking ties with them. I bought a house in Layton, Utah and according to Verizon's coverage map on their website my house had excellent cellular coverage. The reality was calls got dropped all the time and the call reception was poor. Verizon gave me two options to fix the issue. Either have a tech come to my home to test for signal issues at the cost of $130.00 and if it was determined I had sub par coverage I could get out of my contract early at no addition cost (the fee is a little over 1/2 of the cost of an early termination fee) or the second option was I could purchase a signal amplifier from them for $200.00 which would in essence enable wifi calling in my house.
My issue was is that the connectivity issue was not my problem and Verizon's website clearly states that my neighborhood has great coverage. Verizon treated me like it was 100% my problem and not their networks problem. In fact, when I told customer service that the options to fix my connection issue were too expensive they recommended I get a land line at my house. In my opinion a land line defeats the purpose of having a cell phone which I thought was absurd. In addition, I make most of my calls in my home and I should not have to buy a land line for my house and use my cell phone everywhere else.
Next Apple released the iPhone 6s which has wifi calling built into the phone. I was eligible for an upgrade from Verizon and figured this would fix my problem. When I go to a store to look at phones for my upgrade Verizon let me know that the wifi calling feature is not available on the iPhone 6s models sold through them (but it is available through AT & T, T-Mobile, and Sprint) and they once again tried to sell me a $200 signal amplifier. I just felt like Verizon was being unfair with me because the signal amplifier was the only fix they would offer me and it was expensive and I just got frustrated because Verizon refused to meet me half way on my coverage issue.
My contract ended with Verizon in mid November 2015 and I went to AT & T to change cellular service and obtain an Apple iPhone 6s with wifi calling capability on the phone. It took AT & T two hours to port my phone and they made the process of porting the phone with a new provider extremely difficult (I appreciate the patience with the sales rep I worked with at AT & T in getting my phone set up). I felt like Verizon treated my moving to AT & T like I was going through divorce proceedings with them. This was ridiculous especially because my contract was up with Verizon and I no longer had an obligation to them. Needless to say the iPhone 6s with wifi calling through AT & T completely fixed my coverage problem with very little effort.
The main reason I am filing this complaint is that Verizon provided me with great service when it was convenient for them for 12 years but during the last year when I was having coverage problems and I was trying to work with them for several months to resolve my coverage issue they just did not have any viable and affordable options to help me get the cellular service I was under contract to pay for and I feel strongly that the reason why Verizon Apple 6s's do not have wifi calling capability is because the signal amplifier makes them more substantial money and they are not giving the customer a fair option when better technology exists.

Review: 9/3/14 I called VZW because my phone was dropping calls because it was not detecting SIM card and the battery was not holding a charge, they sent me a new/used phone.9/11/14 I called VZW because my new/used phone was burning up and not holding a charge, technician said phone battery was 106 degrees and should only be a maximum of 80 degrees, it was also literally burning the battery, not holding a charge, they are sending me a new/used phone.9/12/14 I received my new/used phone.9/13/14 I started to use my new phone and the battery was getting hot again and not holding the charge. I called tech coach and the battery was at 111 degrees and I hadn't even done anything yet. Lost 60% battery in les than an hour. Spoke to three different people, number three was Tier 2 Tech supervisor "[redacted]" "with no last name" said my only options were 1. sign a new two year contract and get an upgraded phone or 2. they can send me the same piece of crud.There must be a lemon law for phones ?I have been a customer for 19 years and I do expect 9/13/14 1:16pm, on phone with Tier 2 Tech support "[redacted], ID#[redacted]" from Idaho who is actually willing to help---- he has watched the phone temperature go from 89 degrees to well over 109 degrees in less than 15 minutes, this phone is a HEALTH HAZARD[redacted] was very helpful, even called HTC and their only option was to send me a new charger... ?Total time on phone with Verizon today was 3 hours!Desired Settlement: I would like a refund for my insurance premium which is $100.00 for the past 10 months, because the insurance is not helping me and also $500.00 towards a new phone with NO contract, no changes to my current contract, no changes to my "grandfathered" in perks, no CHANGES period! Just a phone that works.

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 called Verizon Wireless Customer Service after looking online at the new More Everything Plan.I spoke to the representative and placed my order. While speaking to the representative I saw a few Promotions online and asked if they were available today. The representative said they were so I asked that they be applied to my account.I requested the upgrade/activation discount (Which was free on my original device on my old contract).An additional Promotion I saw online offered a $50.00 trade in allowance per phone for our old basic phones once we received our new phones. I asked that this be applied also.The Customer Service Representative assured me that I would receive both Promotions.I was told that I would receive an email explaining how to request the Promotions after I received my new phones.I waited but I never received information concerning the $50.00 trade in allowance on my old basic phones.I have called Customer Service three times and spent more then six hours on the phone with them to no avail.I have been put on hold so many times I have lost count. They have told me several times that a Supervisor would contact me about my concerns and it has never happened.I am fed up with it but I can do nothing about it since I am now under a new two year contract that would cost me $350.00 per phone (I have three phones so that would be $1,050.00 to get out of the contract).I really don't want to return the phones I just want what I was promised.Desired Settlement: I am asking that they honor the online promotion I was promised. I was expecting to receive a $50.00 trade in allowance on each of my three basic phones

Business

Response:

I am writing in response to the complaint you forwarded on behalf of Mr. [redacted]f [redacted]. In his correspondence, Mr. [redacted] expressed concern regarding equipment Trade-In credits he was expecting to receive on his account. As Mr. [redacted] explained in his correspondence, he was supposed to receive a $50.00 Trade-In credit for each of his three Basic Phones after purchasing new mobile equipment. Please accept this letter as confirmation of our conversation and subsequent resolution to this matter.Upon receiving your correspondence, I conducted a thorough review of Mr. [redacted]’s account. I was able to confirm Mr. [redacted] did not receive the credits in question because he had not returned his Basic Phones to receive the Trade-In credits. Ultimately, on May 28, 2014, Mr. [redacted] was assisted by our Customer Service department and the requisite labels were sent to him to return his Basic Phones.In a closing conversation with Mr. [redacted], I confirmed receipt of the return labels and advised Mr. [redacted] he will receive the Trade-In credits in approximately 1-2 bill cycles once his phones are returned and approved. Since Mr. [redacted] indicated he originally did not receive the catalyst email with the Trade-In guidelines and required course of action, I issued a $25.00 goodwill credit to his account.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,

Review: From the day of purchase I have had nothing but problems with account. The sales lady who was in training kept talking down to me as if I could not afford the phone or my security deposit. Then I explained to her that I needed to add my sister's name to the account that was not completed. She failed to provide me with the information on the fact I would have to wait a full month before she can be added on the account as an authorized user. Then she dropped the phone on the counter in front of me, never once asked me did I want her to change it since I witnessed her drop it. Then upon that calling into customer care when explaining yourself to a representative they feel the need to get really defensive. I will take my service else where. I refuse to be treated as an animal.Desired Settlement: I am a new customer so this is very upsetting to have to start the process all over to find a new cellular company. I work to hard and I refuse to fund a company with horrible customer service. My money is good as the next person's. I feel that because of my race she automatically thought I would not be able to afford my service plan and equipment charges. That hurts as a consumer. I prefer to give your equipment back and seek a refund with no charges. Including my security deposit.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to concerns expressed by

Ms. [redacted]. In her complaint, Ms. [redacted] expresses dissatisfaction with an interaction she

had with personnel at a Verizon Wireless Retail Store.

Upon review of Ms. [redacted]’s account, she visited a Verizon Wireless store on August 15, 2014,

to activate a new line of service. The following day, Ms. [redacted] contacted Customer Service to

file a formal complaint against the representative who assisted her for unprofessional conduct.

I spoke with Ms. [redacted] regarding her concerns and the above findings. In an effort to resolve

her concern, I apologized for the inconvenience, and reassured her Verizon Wireless believes

strongly in providing positive customer experiences, and her concern will be reviewed and

addressed internally by Verizon Wireless leadership.

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

may be contacted at ###-###-#### between the hours of 9:00 A.M. and 5:45 P.M.

(PST), Monday – Friday. For other account related issues, please contact Customer Service at

###-###-####.

Consumer

Response:

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

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

Regards,

Review: On 6/9/14 a new line of service was added to our family plan. This entails porting over a number from a MNVO, starting a Vzw Edge Agreement, being assigned a temporary number until new phone arrives/port request is fulfilled. On July 12th-13th I noticed on my bill that the Vzw Edge payment for the equipment wasn't being applied to the line ending [redacted], So I spoke with someone over the phone(*611) and explained I wasn't being billed for my phone. He said it hasn't been applied yet to the bill, he would go in and fix it, and I should see it on my next bill(Aug). On Aug 17th, my Vzw Edge agreement was now attached to line ending *1231, not [redacted]. I called customer service and spoke with a lady, who had me on and off, on hold as she consulted with others for 2 hours and 20 minutes and couldn't fix the matter. She told me after speaking with her supervisor and others that the department I needed to speak with are close and I needed to call back Monday, she agreed to credit my account $35 for my inconvenience. On Aug 19th, I called customer service speaking with a lady explaining the situation of how the VZW Edge Agreement has altered my upgrade date/ ETF status on "TWO" lines. She made several suggestions such as return the "PHONE(S)" through mail, and once they receive it, it would cancel the Vzw Edge agreement, they would send out another "PHONE". I asked why would I send in "TWO" phones, and have the inconvenience of being without a service on "TWO" lines for a "X" amount of days? I asked why they couldn't send me out a phone, since they have no loaner program in my area, and once I receive the phone with the new Vzw Edge agreement I would send other one back. She said that's not an option. Being on and off again on hold for 2 hours and 40 minutes, this time her supervisor [redacted] spoke with me and said he would send this matter over to the escalation department and I would hear back something in 72 hours. He said he would give me a $20 credit on my account for my inconvenience. Nothing has change.Desired Settlement: 1. I would like my Vzw Edge Agreement put on right line([redacted]) without sending in my phone and going without service. Also without having to jump through hurdles when this issue didn't originate from my doings but the customer service rep, that added the Agreement to the wrong line.2. I would like my contract date on line (*1[redacted] to go back to original date, that way upgrade or ETF's are not extended.3. I would like my $55.00 credit promised to me, applied to my account.

Business

Response:

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

the complaint, Mr. [redacted] states his EDGE Agreement is on the incorrect phone number,

and he would like it corrected. In addition he requests a $55.00 credit he states he was

previously promised. Verizon Wireless appreciates the opportunity to address Mr.

Collins’ concerns.

Our records indicate on June 09, 2014, Mr. [redacted] added a new line of service with an

EDGE Agreement. On June 11, 2014, the mobile number was changed to [redacted]

[redacted] On July 23, 2014, the EDGE Agreement was placed on the line of service, 8[redacted]

[redacted] after he contacted customer service regarding the EDGE payment not

reflecting on his statement. He contacted Customer Service on multiple occasions

attempting to have the EDGE Agreement swapped to line of service, ###-###-####.

On September 2, 2014, I spoke with Mr. [redacted] to address his concerns and the above

findings. In an attempt to provide a satisfactory resolution, I moved the EDGE

Agreement from the line of service ending in [redacted], to the line of service ending in [redacted] I

also provided him with an account credit of $55.00, as requested. Mr. [redacted] was

satisfied with 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 5:45 p.m. (PST), Monday through Friday. For other account related

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

Consumer

Response:

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

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

Regards,

Review: My granddaughter cracked the screen of her phone. We went to the Lockhart, TX store to see about replacing it as it was insured. I was told by [redacted] and [redacted] that the insurance does not cover the glass, I later found out through Verizon that it does. They told me they could give me a good deal on a new IPhone 6 as we had an upgrade available. If I bought a case and a screen protector I could get the phone for the price of the tax,which was approx. $64.00. I agreed, nothing was said that I needed to finance $660.00. The Edge program was never mentioned to me. I thought "I pay the tax, buy the case and the screen protector and I was good to go". I signed some papers and we left the store. When I got home I see a payment plan of $27.50 for 24 months. I was shocked. I agree I should of read the contract but nothing was said of a purchase so I assumed it was a normal upgrade agreement. This paper was also on the bottom of the stack of papers so I didn't see it right away. I understand that I should of read the contract better but I was conned into buying a case and a screen protector that was not necessary for the purchase of the phone. I spoke with [redacted] at the [redacted] store and he told me I did not need to buy those items and I spoke with [redacted] at Verizon Customer Service who also said I did not need to purchase those items. There is a difference in a salesperson recommending these items and one telling me they are necessary for the reduction in the price of the phone. I feel like I was totally scammed by these people, and I found out that [redacted] is in a supervisory position. This was totally unethical.Desired Settlement: I feel like some type of discount off the case which was an Otter box at $49.99 and the Tech-Armor protector of $29.99 is not unreasonable. My husband and I are both disabled and we really did not have $80.00 to spend on a case and a screen protector. I hope these items will protect my granddaughters phone so I don't want to return them for a full refund. But I think a percentage refund is appropriate. Also these salespeople need to be reprimanded for their unethical sales practices.

Business

Response:

On April 7, 2015 I spoke with [redacted] regarding her complaint. I issueda credit her account in the amount of $80.00 for an Outterbox and a ScreenCover. I also issued a credit in the amount of $385.00 for the discount she thought she should have gotten. Educatedthe customer that the Basic phone doesn’t qualify for the $25.00 discount. I added a $10.00 discount to the line endingin [redacted] as long as the line is basic the $10.00 will remain. If Ms. [redacted] has any additional questions regarding this response, I can bereached at ###-###-####. My hours of availability are from 10:00 AM – 6:00 PM Monday throughFriday. Regards [redacted]Verizon 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: On January 8, 2015, I started service with Verizon that included 2 lines that included 2 Motorola Droid Turbo phones through [redacted] Mobile store located at [redacted]On January 12, 2015, I returned the phones and cancelled the service, which was my right to do so within the 14 day return/cancel policy. Verizon sent me a bill totaling $1230.40 for the cost of the phones and the week of service.I paid them $80.86 on February 17, 2015 for the week of service. They claim I owe a remaining balance of $1149.54 for the cost of the phones.After 3 months of consistent communication via telephone and email with Verizon and [redacted], Verizon will not drop the charges for the phones. I have 2 receipt numbers documenting that I returned the phones, yet will not drop the charges for the 2 phones.Desired Settlement: I would like the balance for the phones to be dropped, the account zeroed out, and to be done with Verizon Wireless.

Business

Response:

April 8, 2015

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] he canceled his new Verizon Wireless account within the Customer Guarantee period and received a bill charging him for the phones he returned. He is requesting the charges be credited. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

I spoke with Mr. [redacted] to address his concerns. The credits were applied to the account prior to our conversation. I confirmed his account has a zero balance which will reflect on his next billing statement. Mr. [redacted] found satisfaction and had no additional questions or concerns.

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

Sincerely,

[redacted] S.

[redacted] S.

Executive Relations

Consumer

Response:

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

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

Regards,

Review: Original sign up was in 2007 for 2 cell phones, my wife got a work phone so now it is just mine. Problem started when we moved to [redacted] and Verizon told me that there was no Verizon service in [redacted] so the service provider cancelled my home line and told me that I would have to get another wireless service. I contacted verizon online operator and she told me that my entire Verizon package (wireless,home phone, internet) had been cancelled and there was nothing left to do but send back the modem. I then received the early termination fee of over $300. I called and finally talked to a manager who did not believe me that a worker told me that there was not service in [redacted] and that I still had to pay the fee and there was nothing he could do about it. He was the highest person I could talk to. He said he could cancel the fee if I came back to Verizon yet I reminded him I would then have to pay a termination fee with AT&T. The only other option was to contact the corporate office in Connecticut at their PO box number. I have now written to them and the bill is due, I am expecting one more "reminder" about the bill before they tack on a late fee. The general message is that I did what they told me, they pulled a 180 and now want me to pay over $300 termination fee.Desired Settlement: My desire is to have the termination fee waved so my family can move on from this lunacy. Moving is stressful enough without having Verizon play forgetful and demand their money.Thank you.

Business

Response:

August 12, 2014

Thank you for allowing Verizon Wireless the opportunity to respond to Mr. [redacted]’s concern. In the complaint, Mr. [redacted] states he was advised that Verizon does not provide service in his new home area. He requests a waiver of his Early Termination Fee. Verizon Wireless regrets any inconvenience this matter may have caused.

Mr. [redacted] understood that Verizon Communications did not provide service at his new address; however he was not advised that Verizon Wireless did provide service. Our records indicate on July 7, 2014, Mr. [redacted] canceled his Verizon Wireless and Verizon Communications services. As a result, an Early Termination Fee in the amount of $310.00 was charged by Verizon Wireless. This fee is charged in relation to cancelling a service agreement before its end date.

In speaking with Mr. [redacted] to address his concerns and the above information, I informed him that Verizon does provide cell phone coverage at his new address. As a measure of good faith, I will apply a credit of $322.55 for the Early Termination Fee and applicable taxes, which is viewable on the August 2014 invoice. Mr. [redacted] expressed satisfaction in the resolution, and had no further concerns.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 10:30 A.M. to 7:00 P.M. (PST), Monday-Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

Executive Relations

Consumer

Response:

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

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

Regards,

Review: On August 21st of this year, I purchased a Motorola Moto X from [redacted] at [redacted] Columbus, Georgia. It was for my 12 year old son. The list price in the store and online for the device is $249.99. My husband and I are currently on a Verizon plan, so we were adding our son to the plan. [redacted] quoted the Edge monthly price for the device would be around $10.11. At the time, I didn't notice, (neither did [redacted], but I was charged sales tax equivalent to a device costing $449.99, which was $36.00. This will become important in a bit. Just to be clear, the model of the device is a retired version, it is NOT the Next Generation version, which does retail for $449.99.Two weeks later, on exactly day 14 of my purchase, I received in the mail from Verizon, a statement notifying me of the change to my plan. It quoted the monthly device charge as $18.74, which is a bit higher than the quoted $10.11 from [redacted]. I took the documents back to the local store and [redacted] wasn't there, but another associate told me there wasn't anything they could do. The transaction had already "left the [redacted] system and was now in Verizon's". I did the math and the $18.74 multiplied by 24 months, for the Edge Agreement comes to $449.99. I pointed this out to the associate and he proceeded to place the fault with Verizon. When I left in complete frustration, it dawned on me to look at the receipt again. When I did, I noticed I paid sales tax for a $449.99 device, but the receipt clearly indicates $249.99. I went back up to the store and met with **. He looked it over and immediately agreed with me. He credited me the difference in the sales tax and offered to talk with [redacted], the Verizon rep to straighten out the monthly price difference.We still do not have a resolution. I am still being charged as if I have a $449.99 device and I simply do not. I've been back and forth with [redacted], [redacted], **, and no one can/will rectify this.Desired Settlement: I want credit for the two months I have paid $18.74 plus taxes and fees for a phone I do not have. I want the Edge plan adjusted so that I will pay $249.99 over 24 months, NOT $449.99. Everyone at Verizon has been nice and commented they've never seen this happen before. [redacted], the Verizon rep with [redacted] says he's submitted two claims to have the Edge plan adjusted and both claims are denied. No one from [redacted] or Verizon will respond to my calls/emails.

Business

Response:

The customer states that [redacted] sold her an older device but charged her for the 2nd Generation Moto X device. To resolve the concern, I am sending her the correct phone and she is returning the current the device to our office. In addition to exchanging the device, I credited her account $200.00 as a courtesy for the inconvenience that she experienced. The credit was to off any taxes and additional charges as the customer did not want to pay $449.99 for the device. Her receipt shows that she was charged $249.99. Ms.[redacted] was happy with the resolution and no further action was required.Thanks [redacted] R. ###-###-#### Ext. [redacted]

Review: I purchased internet services from Verizon with a 10g plan. Enough to cover what I used for internet services. I purchased it on March 14th, 2014. By March 29th, I was at 75% of my usage. I received an email on April 6 stating that I was over my 10g limit and using 90% of the next months allowed limit. I checked my emails, and I was receiving emails every 45 minutes stating that I was over my limit. Internet was not being used that often. I disconnected it, because it was racking up internet overages. I called and talked to many Verizon people, they could not believe that we were using that much internet, and knew there was something wrong. Because I canceled it, they did not want to fix the situation, or refund any overages or early termination fees. They did not want to work with me at all, unless I hooked it back up and then they would send someone to check it out when they had time. I said that it would cause more overage charges, and they said they would address that then. My bill was already outrageous, and I was not adding to it. No one at this company wants to fix this problem.Desired Settlement: I will pay the amount that I feel that I used, but I will not pay for overages or the early termination fee.

Business

Response:

I

am writing in response to the complaint forwarded on behalf of [redacted]. Per the correspondence received, Ms. [redacted] disputes

data overages totaling $120.00. She

would like this overage waived. Please

accept this letter as confirmation of Verizon Wireless’ response regarding her concerns.

Verizon

Wireless sincerely regrets any dissatisfaction this matter may have

caused. Upon review of Ms. [redacted]’s

account, which is now deactivated. On her

April invoice, she incurred seven gigabytes of data overages. The data used, were through devices connected

to a Home Fushion Broadband Device. Home

Fusion Broadband is an installed Internet solution, which uses Verizon

Wireless' 4G LTE network to bring competitively priced, high-speed Internet

service to customers with limited affordable broadband options.

On

July 3, 2014, I spoke with Ms. [redacted] regarding her concerns and the above

findings. As a gesture of good faith, I applied

a $120.00 credit adjustment due to data overages incurred. This credit adjustment will reflect on her

July invoice. She accepted this as

resolution and had no further questions or concerns.

If

the Revdex.com or Ms. [redacted] has any additional, questions or

concerns please contact me at ###-###-#### during my business hours

of 9:30 a.m. to 6:00 p.m. (PT) 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,

Review: My wife and I were recently let go from our jobs in August, I called verizon at that time to see if my plan could be lowered to save me money seeing as I was just let go..They put me on a loyalty plan for $65/month which at the time was great seeing as we both were getting unemployment still, however I wasnt told that it was required to extend my contract a year by selecting this plan, I promptly filed a complaint with the Revdex.com and was told that since my contract was extended without my knowledge that my 2 primary numbers could be canceled at any time and all fees would be waived including the edge up pmts due. I have not taken advantage of this yet because I really do like the service verizon provides so intead of just leaving verizon I seen a commercial last night stating that I can have 4 lines with 10 gb of data for $160 for the whole plan. I seen this as a way to save the amount of money I need to save. I call in and asked rep to break down the plan I seen and this is how it was explained $40 for 4 lines = $160 (already includes data) all lines are required to be on the edge up program to get the plan at this rate so 4 lines at lets say $30 =$120 but by doing this plan verizon gives a $25 credit for each line that does the edge up program so thats and additional $100 credit so total is $40x4=$160 plus $30x4=$120 $160+$120=$280 but we get $25 per line credit so $280-$100=$180 TOTAL.I was then told that this info was incorrect and that the $160 price includes the $100 credit in package. I was very upset so I asked to take advantage of being able to leave without penalty (notes verify what I said) but verizon is saying that all fees will not be waived and I would be required to pay remainder of edge up pmnts when Alicia told me otherwise on Christmas eve. Every single fee would be waived EVEN edge up pmnts.Desired Settlement: I expect verizon to some how give me what original rep offered me all 4 lines for $180 total bill, and I want [redacted] noted expanded on that ALL FEES INCLUDING EDGE UP be included if I ever need to leave because I cant afford it. Everythign I am saying can be verified on the notes made by alicia on 12-24-13,

Business

Response:

This letter is to serve as our formal response to the complaint filed by Mr. [redacted]. Per the correspondence

received, Mr. [redacted] states he was promised discounts associated with enrolling in our Edge Program. Mr. [redacted]

requests we honor the discounts or allow him to terminate his services for mobile numbers ###-###-#### and [redacted]

[redacted] without an Early Termination Fees.

On June 24, 2014, Mr. [redacted] spoke with Customer Service to express interest in the 10GB Share Everything Plan for

$160.00. Mr. [redacted] was informed he did not meet the specific requirements to qualify for this plan. Mr. [redacted] was

advised the one line he currently has enrolled in the Edge program qualified him for a $25.00 reoccurring discount for

the duration of the Edge Agreement.

In speaking with Mr. [redacted] I educated him on the eligibility for the Edge promotional discount. Mr. [redacted] understood

the plan details. As a gesture of customer satisfaction, I offered to credit his account for the remaining 14 months of

his Edge Agreement totaling $350.00. Mr. [redacted] accepted my offer as a resolution to his complaint.

Should the Revdex.com or Mr. [redacted] have additional questions regarding this correspondence, please

contact me during my business hours of 9:30 AM – 6:00 PM ET Monday – Friday at ###-###-####.

Thank you for the opportunity to address Mr. [redacted]’s concern.

Sincerely,

Executive Relations

Consumer

Response:

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

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

Regards,

Review: I signed up for Verizons $29.99 Global Data Plan from October 26, 2014 through November 27, 2014 in anticipation of my trip to Italy which was from November 13-November 22, 2014. I selected maximum alerts which were to notify me of every $25 charge that I incurred. I received 2 notifications at the very end of my trip. The first was on November 20, 2014 that I incurred $25.00 in global data charges and the next was on November 21, 2014 that I incurred $50 in global data charges. I received a phone call from Verizon today about the data charges on my bill and to my shock I was charged $3,872.29 for global roaming charges in Italy. I was NEVER notified that I was incurring these charges as agreed to by Verizon. The bill shows 193,615 data used, however my phone only shows 234mb roaming data used. I used wifi at my hotel whenever possible. Clearly there was a problem with their system. I would like a credit issued for these charges as I was not notified that they were being incurred. I thought I was being diligent in the use of my phone with regard to roaming charges.Desired Settlement: I would like Verizon to credit these charges since they did not abide by their agreement to contact me regarding my usage.

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]. Andrea was in contact with me on 12/12/14 and said she had to contact her technical dept. and would get back to me once she had received a response from them.

Regards,

Review: My phone was stolen September 29 around 11pm. The next morning I called Verizon customer service to see if I had any available upgrades. The representative informed me that none of the phones had an upgrade but the ipad on the account did. He told me that I could use that upgrade to get an upgrade to a new phone on my number. I asked if I could do that at any verizon store and he assured me that I could. I went to a verizon dealer a few hours later and they told me that they could do no such thing and were unwilling to help find a solution to get me an upgrade. I went to Best Buy to see what they could do for me. Unfortunately they exhausted all of their options. While I was there the Verizon representative was able to look at the notes from the morning but there was nothing about using the ipad update to update the phone. Today I tried to upgrade my phone with a different option but because I no longer have my old phone that option fell through.Desired Settlement: I would like Verizon to do what they said that they were going to do when I called them originally. I would like to go to a Verizon dealer of my choice and upgrade my phone using the ipad update.

Business

Response:

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

October 2, 2014. In the complaint, Ms. [redacted] stated she was given incorrect information regarding her

eligibility to upgrade. Ms. [redacted] is requesting to upgrade her line of service due to her device being

stolen.

Upon receipt of this complaint, a thorough investigation was completed. Our records indicate on

September 29, 2014, Ms. [redacted] called into customer service to inquire about upgrade options. Ms. [redacted]

also suspended her line under the lost and stolen policy.

In an effort to resolve this matter, the Executive Office contacted Ms. [redacted] and offered to change her

upgrade date. Ms. [redacted] accepted the offer and Ms. [redacted] upgrade date was changed effective October

14, 2014. Ms. [redacted] is now eligible to purchase a new phone at the 2yr discounted pricing. Ms. [redacted] is

satisfied with the resolution provided by the Executive Office.

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 ###-###-####, Monday through Friday between the hours of 8:00 AM

and 4:00 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: I recently went on a Cruise from Baltimore to Bermuda. I called a head of time and let Verizon know this. So I got the international Date package so I could still send e-mails from my wife's cell phone a Samsung 5. I still have a flip phone. When I purchased this for an extra $25 dollars for 6 days I was told I could send e-mails and upload anything to facebook and it would not cost more than the $25 dollars for the time I informed them I would be out of the country. Well my wife uploaded a performance she saw on the ship to facebook and I was charged $75. I had $25 taken off when I called after I got a text message saying another $50 had been added to my bill and I agreed to pay the extra $25 on top of the $25 that was already added to my bill. $50 to upload a video to Facebook is ridiculous. Then I get my Bill the month coming up due is over $341.69 owed before October 3rd. Then I got text messages saying if I made a call from my phone it would be $1.99 a minute which I was fine with and receive text messages $.50 to receive and $.05 to send. This I was Okay with. I looked at my bill and called *611 THE NUMBERS DID NOT ADD UP AND I WAS TOLD BY THE REPRESENTATIVE AFTER I CALLED IN TO DISPUTE MY BILL THAT FROM A CRUISE SHIP IT IS $2.50 A MINUTE to make phone calls. This should have been told to me the first time I called in before I went on the cruise. The text messages said welcome to Bermuda $1.99 a minute for calls. Not $2.50 a minute since I was on a cruise ship. this to me should have been disclosed when I first called before I went on my cruise. Not after the fact when I get a $341.69 phone bill for 41 minutes of calls and texts and uploading one video. I wanted to take care of my bill so I called a number I had from a previous complaint I filed and the lady was no longer there but another person from complaint resolution said she would call back and I never received a call back. Then when I called *611 they would not help me. This is wrong and deceiving.Desired Settlement: I want a representative to call me from corporate from Pennsylvania like I had before and work with me on this bill. I want a credit and I swear on my life I will never use my cell phone again out of the country unless I was dying. I have been with Verizon for over 8 years now and I still have to go through this. When I called in and addressed this issue twice already nothing was resolved so I have to file a complaint with the Revdex.com again. Which worked last time. this is very troubling to me.

Business

Response:

This is in response to the above referenced informal complaint received by Verizon Wireless on October 2,

2014. In his complaint, Mr. [redacted] states that he does not agree with the roaming charges on his bill and is

requesting someone to contact him to review.

The Executive Office have reviewed Mr. [redacted]’s account and contacted him to address his account

concerns. We apologized for any inconvenience this issue has caused and advised him of roaming charges

when he is not using our network. Mr. [redacted] inquired about the $25 roaming data package that he had on

his account. We advised that the allowance on that feature is 100MB and the account is charged $25 for

each additional 100 MB. We advised that there was a total charge of $159.44 for roaming long distance

voice, data and text messaging usage. Mr. [redacted] requested to pay for the $25 data package and have the

remaining roaming charges waived due to not receiving full disclosure before he left out of the country.

After consideration of Mr. [redacted]’s account; we offered to waive the charges of $159.44 as a one time

courtesy. We advised Mr. [redacted] to verify roaming charges before he leaves out of the country so that he

is fully aware. Mr. [redacted] agreed and understood. He accepted the credit as resolution to this matter.

Verizon Wireless appreciates the opportunity to respond to Mr. [redacted]’s concerns. If you or Mr. [redacted]

should have any further questions or concerns, please contact us directly at ###-###-####

between the hours of 8:30 a.m. and 4:30 p.m. EST., Monday through Friday

Consumer

Response:

The complaint has been resolved. Thanks to the Revdex.com it was taken care of you are an invaluable tool for consumers. Thanks Again for your help.

Review: I ordered 2 new cell phones on 6/8/2015. They were promised for delivery within 2 days. On 6/10/15 the status was unshipped. After 2 hours on the phone with Verizon, they determined that there was an error processing the order. Throughout the process and transfers to multiple agents, I asked to speak to a supervisor. I was told I would be called back in 24-48 hours. The order was issued again and the phones arrived 6/11/15, however 1 had a defect in the finish, a Q/C issue. Verizon agreed to send a replacement. I followed up on the shipment status on 6/13 and after another 90mins on the phone learned the order was not processed. I reiterated my request for a supervisor to call me back, especially since I have had a total of 4h30m of time on the phone with Verizon and had very little resolution to the issues I was having. At 5:15pm on 6/13, I received a call from [redacted] who purported to be a supervisor. He read my account notes and basically took an "it-what-it-is" approach to the issues that I was facings. Though the first level customer service personnel were not able to completely resolve my problems, they were at least pleasant to deal with. [redacted] was arrogant, condescending and borderline insulting.Desired Settlement: I would like a representative from Verizon to read my account notes, see the issues I have been facing and sincerely apologize for the difficulties I have been facing. I have been offered a $20 bill credit, but that does not excuse the issues that were presented, or makeup for [redacted] lack of customer service. In total I have spent 5 hours and 12 minutes on the phone with Verizon and my order still isn't complete.

Business

Response:

Mr. [redacted] was offered a courtesy credit of $255 for 50% off of service at $153, $62 for sales tax for Certified Like New Replacement phone, and $40 for one month of service for disconnected phone line ###-###-####.We truly apologize for the inconvenience this has caused.Should Mr. [redacted] have any questions regarding this response or their concerns, they may contact the undersigned at ###-###-#### between the hours of 9am - 6pm.Respectfully, [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: Billing for services after services were cancelled.Called on 1-6-15 spoke with representative ([redacted])told her I wanted to cancel the lines ending in [redacted] she stated cancelation fee for line ending in 1[redacted] applied.Called on 1-11-15 spoke with representative [redacted] told her I wanted to cancel services for lines ending in [redacted] she stated that the line would be disconnect as of 1/21/15 end of billing cycle.Received bill dated 1/21/15 showing credits on lines and the termination fee for line ending in 1453. mailed check because when I logged into website it stated no lines associated with log in and a notice warning at bottom of screen that selecting could change so logged out and mailed a check for the bill paying the account in full. Then received bill dated 2/21/15 showing new charges. called on 3/3/15 talked to representative ([redacted]), explained that was not paying bill that I called previously gave info above in this complaint that the services were cancelled terminated (new bill is from 2/3-2/21 and 2/22-3/21/15 services. she stated that the lines they are billing for were only suspended. Told her I canceled and that if their representative did do it correctly then they need to train better. Now I received a bill dated 3/4/15 showing amount still due $320.10. They are not showing the payment I made but the check cleared my [redacted] for $158.82. the difference is the amounts they are billing for dates after my service was to be terminated 1/21/15.Desired Settlement: Need charges they are billing after service was terminated to be fully credited and a notice of credit and account paid in full to be sent for my records.

Business

Response:

Upon receipt of your correspondence, we conducted a thorough review of Mr. [redacted]’s account. Wewere able to confirm Mr. [redacted] wasassessed $161.28 in access charges for his plan on his March 4, 2015 invoice. Mr.[redacted] contended that he requested his service be disconnected on January 3,2015, which was not done. Ultimately, a credit was issued to Mr. [redacted]’s accountin the amount of $161.28, which included auto adjustments for taxes andsurcharges. Verizon Wireless appreciates that opportunity to respond to all concerns and apologizesfor any inconvenience this matter may have caused. If you have any further questions orconcerns, you may contact me directly at ###-###-####, Mondaythrough Friday between the hours of 9:30 AM and 6:30 PM ET.

Consumer

Response:

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

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

Regards,

I have had my phone service with Verizon for about four years now. I have had many inconveniences since I first started my plan. My phone line was hacked, I was charged thousands of dollars for merchandise I did not purchase, someone else was able to hack into my line and make themselves the main carrier of MY line. After two years of trying to resolve this issue, and spending TWO Chrismas Eves' at the store, I finally got the person off of my line. My phone line is now locked down to where no one (including myself) is able to purchase anything online. My account has a "red flag" on it and it is a major hassle trying to change my phone line anytime I would like to. This was only one of the many, many negative experiences I have had with Verizon. The customer service is absolutely awful and I am told something different every time I speak to a different representative. I added my brother onto my phone plan as a secondary phone line, and he decided to switch to a different carrier after about two years. The representative we spoke with was "[redacted]" from the Verizon Wireless on Mall Road, Florence, KY. I also had planned to switch carriers, but [redacted] convinced me to stay with Verizon by telling me he would put me on a single line plan, I would have 3 gigabytes of data a month, but would only pay for one gig for the first year (as of a promotion), and unlimited talk and text, and I would be on the "Edge" program, and he would also give me a "reliable customer" discount. He told me that my monthly phone bill total would come to about $75.00+tax . I agreed with this. He gave my his business card and his cell phone number to confirm with him that the changes have been made correctly in a few days, and he told me to text him if I had any questions/concerns. I sent him text message after text message asking if my phone plan had been switched over yet and the only response I received was "I will check and get back with you." This occurred at the end of Feb. 2015. It is now mid-April and I received an automated text message from Verizon stating my monthly bill was ready and the total was $103.25. I called the Florence Verizon store and the man who answered was extremely rude with me and was absolutely no help. He told me that he couldn't help me and that [redacted] was on lunch, so I would have to call back in about 45 minutes. So I texted [redacted]; "Hi [redacted], this is [redacted]. I spoke with you about my phone plan in Feb./March. I just received a text message saying my monthly bill is ready and the total is $103.25. This is not the amount we agreed to." I received no response. So, I called the store back (multiple times) for about an hour, and no one answered. These are only a couple of examples that I have encountered with Verizon. They have the absolute worst customer service that I have ever experienced. I am not sure why I am still a customer of Verizon, and I entirely regret my decision of ever going to them as my cellphone carrier.