Verizon Wireless

Review: PURCHASED INTERNET MODEM. AFTER FOUR DAYS DECIDED AGAINST KEEPING UNIT.RETURNED UNIT TO LOCAL STORE. TOOK UNIT BACK. JUST RECEIVED BILL FOR MARCH/APRIL WITH CHARGES OF $456.47. IT REQUIRES AN ADDITIONAL MONTH'S PAYMENT OF $175.00 FOR A TOTAL OF $300.00. THEN A PENALTY OF $130.00 + $14.40 WANT TO TALK TO LOCAL Revdex.com.Desired Settlement: I WAS NOT INFORMED OF ANY PENALTIES WHEN UNIT RETURNED.I WANT ALL PENALTIES REMOVED.

Business

Response:

April 29, 2015 I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains he was billed Early Termination Fees of $175.00 per line for disconnecting Jetpack lines of service. He states he returned the device within 4 days of activation. He requests to have the fees waived due to insufficient disclosure of the charges. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns. Mr. [redacted] purchased new lines of service on March 30, 2015. He subsequently returned the devices and requested the lines of service be permanently disconnected. Mr. [redacted] was billed Early Termination Fees in the amount of $350.00 ($175.00 per line), but the fees were subsequently waived since he returned the equipment within the allowed 14-Day timeframe. Mr. [redacted] also expressed dissatisfaction in not being properly advised on how data usage is accrued on the Jetpack. He subsequently needed to increase his plan significantly to accommodate the increased usage. The penalties have already been adjusted, and Mr. [redacted] has received additional usage adjustments in the amount of $70.00. I advised I would issue an additional adjustment of $100.00 to cover the increased plan charge and the Activation Fee. Mr. [redacted] agreed to restart the Jetpack line of service since he is more aware of how the device effects his bill. The Executive Office agreed to waive the Activation Fee and the price of the device. Mr. [redacted] was satisfied with 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 8:00 a.m. and 5:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] G. [redacted] G. 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: We were charged for data over usage because we went over our data plan of 10 GB. The issue I am having is in the last 9 years we never came close to 4 GB a month. We just got the new phone 5C and now we are using 24 GB a month. We also live in a Wi-Fi house and the school the kids attend have Wi-Fi available at all times. So I don't understand why all of a sudden we use so much data. Also we are to get text messages when we reach 75 percent and then again 90 percent but I never received one. I just got off the phone with Verizon tech support and he has no clue why we are not receiving the text messages. His exact words "We must have a hiccup in the system." I don't think I should pay for their hiccup in the system. If I receive the text message I would have all the data turned off on the phones so we would have not gone over the 10 GB a month.Desired Settlement: I want my over data charged of $225.00 refunded due to Verizon hiccup in the system.

Business

Response:

On April 8, 2015, I spoke with Ms. [redacted] regarding her concerns about the data overage charges on the March billing statement in the amount of $225. A thorough review of the account revealed that the account is properly set to receive the notifications but the customer did not receive the appropriate alerts. A trouble ticket has been filed and sent to the customer. Prior to speaking to her a credit of $56.25 was issued as a credit on the account for the overage. I added an adjustment of $168.75 to remove the remove the remaining overage charges. Ms. [redacted] was satisfied with the resolution.

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: July 19, 2014On April 4, 2014, I went into Verizon Wireless that is located on [redacted] Lebanon, PA to buy my younger son a phone. I have been a Verizon customer for 8 years prior to this purchase, so I was confident with the company. We picked out a phone and while we were checking out, the Verizon Representative, [redacted], told me that he noticed that I go over my allotted data, so I should get the Jet Pack. It will decrease my data usage and I will not go over my limit. I did purchase it, and in one day I used 6 gigs of data. When I got notification that I was at my limit in data, I called the customer service for Verizon. They told me that the Verizon Representative, [redacted], was not truthful about the Jet Pack and I should take it back to the store. At this time, I filed a complaint with the customer service on the representative as well as the manager, [redacted], who was standing behind [redacted] when he lied to me. They told me again to take it back to the store. So I tried to take it back and they told me that there was no way that I used that much data playing Candy Crush, which is the only thing that I used the Jet Pack to do. I asked them about the use of the data and they said that the Jet Pack will not save me any data usage, but to allow me to have internet where there is no wireless available. I stated to the representative that I was lied to and want to return it. They told me that I had to pay a restocking fee. I stated to them that I did not agree with the restocking fee since I was lied to in order to purchase something that I did not need nor want and I was returning it within the 14 days. They would not take it back without me giving them $35.00 immediately. They were rude and unprofessional and I felt very intimidated by them. They tried to bully me into saying that I used the Jet Pack for other things and that I misinterpreted what they said. I did not agree with anything that they were trying to get me to say. I then left the store.I went home and called the customer service again to report the aggressive and unprofessional way I was treated. I was advised to return it to another store in Harrisburg since I was very uncomfortable returning to that store again. I was also told that a manager would look into the situation and call me back within 48 hours. I never got a return phone call. I tried to return the Jet Pack to 2 different stores in Harrisburg and they told me that I had to return it to the original store since it was owned privately.On April 15, 2014, I canceled all of my phone accounts with Verizon and went with another company. I then tried to return the Jet Pack and the phone to the store on [redacted]. I tried to pay by check for the restocking fee for the phone and they refused to take my check. I had to pay cash or credit card. I did pay a restocking fee for the phone, but refused to pay the restocking fee for the Jet Pack. They then told me that I not only had to pay $35.00 restocking for the Jet Pack, but $25.00 more for the box, since I opened it and $25.00 more for the manuals since one manual was missing. I left the Jet Pack at the store even though he told me that he was not accepting it without payment of $85.00. I refused to take it with me. As soon as I got home, I phoned customer service again and told them what happened and that I left the Jet Pack at the store. They called the store to verify and the manager, [redacted], told them that the box was damaged and the battery tested wet. The box was fine when I left it and no tests were done on the battery while I was in the store. I was told that he did admit that I left it there, but I refused to pay a restocking fee. I was also told that he was not accepting it since the battery was exposed to water. I told the customer service that it worked fine when I left it there.On my April bill, I was charged $242.00 on phones that I only had active for less than one week. I called customer service again and they told me that would credit me for the early cancelation fee for the phone that I returned and the $20.00 for the Jet Pack since it was returned. On my May bill, I was charged $714.01. I do owe $201.00 for an early cancelation on my older sons phone. They also charged me $100.00 for the Jet Pack use and data package. I called on May 13, 2014 to talk to them about it. They then told me that they would take $450.00 off the bill. I asked them to send me a new bill, but they never sent one. I never received a June bill, but I did get a July bill which was $866.44. I called customer service and they told me that I continued getting charged $100.00 each month for the Jet Pack that I neither use nor have in my possession. I told them the whole story and while on hold, I was disconnected and had to call back. When I called back, I had to go over the whole story again and the representative told me that the manager would call the store and call me back within 48 hours. Again, I never received a call. I acknowledge that I owe $201.00 for early termination fee for one phone. But, that is all that I owe. They will not take the Jet Pack off my account, even though I have not had the device for 3 months. I feel that I was lied to, stole from, and expected to continue paying for a devise that I returned. Where do I go from here?Sincerely,[redacted]Desired Settlement: I want my bill expunged except for the $201.00 that I acknowledge that I owe.

Business

Response:

This letter is in response to the recent complaint by [redacted] received by Verizon Wireless on July 23,

2014. In the complaint, Ms. [redacted] maintains that she is being billed for services on a device that has

been returned.

Upon receipt of this complaint, a thorough review was completed. Our records indicate on April 18,

2014, Ms. [redacted] attempted to return a jetpack internet device to a Verizon Wireless Premium Retailer

store, and disconnect mobile number ###-###-####. The store determined that the device had liquid

damage and in order to process a return, Ms. [redacted] would need to pay the restocking fee of $35.00 and

a damage fee of $25.00. Ms. [redacted] returned the device to the store, but refused to pay the applicable

fees; in return the line of service was not disconnected until 7/14/14 per Ms. [redacted]’s request.

The Executive Office spoke with the store personnel, and they have confirmed that although they could

not process the return, Ms. [redacted] did leave the equipment in the store location. The Executive Office

spoke with Ms. [redacted] on July 28, 2014, and as a gesture of goodwill, a credit in the amount of $160.00

has been applied to her account for the early termination fee. Additionally, a $535.98 credit has been

applied to her account for the charges on her May and June statement as well. The remaining balance

on Ms. [redacted]’s account is $247.94. Ms. [redacted] has been reminded that even though she has discontinued

her service, she is still responsible for the Edge Agreement installments on mobile number ([redacted]

[redacted].

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 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 was a Verizon customer for over two years until switching to another carrier in March 2014. From start to finish, Verizon billed me a month in advance.Despite this, they claim I owe them $100.96. They make this claim without ever bothering to send me a final bill explaining the "charges" and describing how this is possible since they billed me a month in advance for over two years.Desired Settlement: Cease and desist all collection activities and acknowledge that my bill is paid in full.Verizon does not get to bill a month in advance and then have the nerve to turn around and claim there is a balance due on a closed account.

Business

Response:

I am writing in response to the complaint you forwarded on behalf of Mr. [redacted]. In his filing, Mr. [redacted] expressed concern regarding Verizon Wireless' Future Date Disconnect Policy. As Mr. [redacted] explained in his correspondence, he recently ported his number to an alternate service provider, but is upset he was billed for a final month of service that he did not use. Per Mr. [redacted]’s request, please accept this letter as Verizon Wireless” 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] ported his line of service with the mobile telephone number ###-###-#### to an alternate service provider on April 4, 2014. Pursuant to Verizon Wireless' Future Date Disconnect policy, Mr. [redacted]'s service was disconnected in our billing system on April 23, 2014, the last day of his bill cycle. In accordance with the terms and conditions of Mr. [redacted]’s Customer Agreement, his outstanding balance of $100.86 is composed of his final month of cellular service access (3/24 - 4/23) and $30.00 in data overage.Ultimately, in an effort to resolve Mr. [redacted]’s concerns, I rerated his March 23, 2014 invoice so that he was charged access fees only for the days he used his service during his final month (3/24 - 4/4). Strictly as a courtesy, I also credited the data overage assessed to his final two invoices. In total, I issued a credit to Mr. [redacted]'s account in the amount of $71.61. His remaining balance of $29.35 is valid and collectable.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.Sincerely,C[redacted] Executive Relations Coordinator

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.]

Fascinating that Verizon sees nothing wrong with billing me initially for three weeks of service I never used. Hilarious that they claim I incurred $30 in overages when I only used the service for 11 days in my final month as a customer.

Review: As a loyal customer with Verizon wireless for many years, my 2 year signed contract expired. Getting a new rate over the phone of $43.89/month, I paid this rate on a consistent basis. In April of this year, I switched phone services to AT&T. Verizon then billed me $163.59 for a contract breach which was disclosed to me on the phone with a Verizon supervisor. He said since I am no longer a customer, I must pay the bill although I never was told I was under a new contract on "promotional minutes" when I called on 11-06-2013. Since I was never told this, I should not be billed $163.59. I am currently out of work for 1.5 years and on a fixed income. Sincerely,[redacted]Desired Settlement: Give me a refund by mail. I am currently paying this greedy company $32.72/month until the fee is paid so that my credit is not compromised by Verizon wireless.

Business

Response:

July 1, 2014

This is in response to the above-referenced

complaint filed by [redacted] received by Verizon Wireless on June 26, 2014

from the Revdex.com. Mr. [redacted] disputes the

early termination fee billed to him after he canceled service. He contends he

was never aware of a contract for “promotional minutes”.

Verizon Wireless strives to ensure customers are fully aware of any changes made to

their account or new contractual terms resulting from a change, if

applicable. Account number [redacted]

was reviewed. The account reflects that on November 6, 2013, Mr. [redacted]

contacted customer service regarding his account. At that time, he was placed

on a promotional plan that required a one year service agreement. Furthermore,

the invoice generated on November 18, 2013 showed the new contract start date. On

April 18, 2014, the service was terminated resulting in a $150 early

termination fee.

Our office reviewed the aforementioned with Mr. [redacted]. In the effort to resolve the issue, we

offered an adjustment of $98.15. He

accepted and considered the matter resolved.

If Mr. [redacted] has any questions, he can reach me at ###-###-####

ext.[redacted], Monday through Friday between 7:30 a.m.–3:30p.m.EST.

Sincerely,

L[redacted]

Verizon Wireless Executive Relations

Consumer

Response:

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

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

Complaint has been resolved.

Regards,

Review: Verizon offered a trade in program for new iPhones. An old iPhone 4S could receive up to $200 dollar gift card.I purchased an iPhone 6 on October 15th (program deadline) but was never offered trade in information after purchase. I called the Verizon wireless customer support and after 2 hours of discussion was told that they could not help me.This feels like false advertising. Info about the program is here[redacted]Desired Settlement: A $200 dollar gift card as advertised

Business

Response:

Thank you for allowing Verizon Wireless to respond to the concerns expressed by Mr. [redacted]. In the complaint, Mr. [redacted] disputes not being offered a $200.00 iPhone promotion forthe trade in of his iPhone 4S 16GB after purchasing an iPhone 6. Verizon Wireless regrets anydissatisfaction this matter may have caused.Our records indicate that Mr. [redacted] purchased an iPhone 6 however a trade in submission forhis iPhone 4S was not submitted by the October 15, 2014 deadline.On January 08, 2015 I spoke with Mr. [redacted] and reviewed the situation. In effort of customersatisfaction I agreed to credit Mr. [redacted] $130.00 which is the amount minus the current $70.00value of his iPhone 4S. I advised Mr. [redacted] he would see this credit on his 01/28/2015 bill. Mr.[redacted] was in agreement with the resolution.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 7:00P.M. (MST), Monday through Friday. For any other account related issues, please contactCustomer Service at ###-###-####.

Consumer

Response:

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

Regards,

Review: VERIZON WEBSITE HAS BEEN DOWN THE ENTIRE DAY OF JUNE 26 AND CURRENTLY STILL DOWN NOT ALLOWING CUSTOMERS ACCESS TO THEIR ACCOUNTS AND ALSO NOT ALLOWING NEW SALES. I HAVE CONTACTED THEM SEVERAL TIMES TO SEE WHAT THE HOLD UP IS AND ALL EVER GET TOLD IS THAT THEY ARE WORKING WITH THEIR IT DEPT. AS A CUSTOMER AMONG MANY DO NOT FEEL THAT IS GOOD ENOUGH AS YOU CANNOT EXPECT TO CONTINUE TO CHARGE CUSTOMERS WITHOUT CREDIT OF INCONVENIENCE FOR AS LONG AS THEIR SITE STAYS DOWN AND PREVENTS PAYING CUSTOMERS ACCESS TO THEIR ACCOUNTS.Desired Settlement: I FEEL THAT I AM ENTITLED TO SOME FORM OF CREDIT FOR NOT BEING ABLE TO GET ACCESS TO MY ONLINE ACCOUNT AND ALONG WITH THAT WOULD LIKE THE EARLY TERMINATION FEE WAIVED ON ALL THREE LINES SO THAT I CAN POSSIBLY CHANGE PROVIDERS IF THEY CONTINUE THIS SERVICE INTERRUPTION. IF IT DOES NOT RETURN ASAP I WOULD LIKE THAT OPTION TO LEAVE VERIZON WITHOUT THE TERMINATION FEES BEING MY RESPONSIBILITY. IT IS NOT RIGHT FOR COMPANY TO NOT GET THIS DONE ASAP AND EXPECT TO CHARGE THEIR CUSTOMERS.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to [redacted]

[redacted]’s complaint. Mr. [redacted] states he was unable to access his Verizon

Wireless account for two days. Verizon Wireless apologizes for any

inconvenience this issue may have caused, and appreciates this opportunity to

address his concern.

A thorough investigation revealed that the issue affecting some customer access

to account information, was an unintended consequence of a software update

performed by the company on its billing system. This did not in any way involve

the network’s ability to connect calls, deliver text messages or use data services.

In the interest of customer satisfaction, I issued a credit of $45.00 and added an

additional 1GB of promotional data for one year. The adjustment will appear on

his July 2014 billing statement. Mr. [redacted] was satisfied with the resolution.

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

response, he may contact me at ###-###-#### between the hours

of 10:30 a.m.to 7:00 p.m. (PST), Monday through Friday. If Mr. [redacted] has any

additional concerns regarding his wireless service, he may reach 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: recently my wife needed to replace her HTC M7 device due to software issues. she received her replacement activated the new device and as instructed boxed up the original device for return back to Verizon. on 6/6/2015 at 9:34 am I took the device as instructed by Verizon to USPS station in Chicago.I received a receipt showing proof that the device was received by USPS for shipment (I have the receipt available for review)back to Verizon. within the next couple of weeks my wife and I began receiving harassing text messaging stating that we need to return the device. I call Verizon customer service and tickets were open(ticket both tickets were closed stating that device needs to be return no additional assistance will be provided. I contacted Verizon and stated that I have a copy of the receipt and will be glad to provide for review. I was informed that I will need to contact the post office and track the device. being frustrated I open a ticket with USPS and it was closed stating that the information was incorrect. [redacted] in customer service then became involved in trying to help me get this matter resolved, we open a second ticket with the post office. after several days the post office contacted me and stated that I have done my part, I have proof that the package was returned at it Verizon responsibility to open a ticket. I should not be billed for the cost of the device. I would like this issue resolved and my bill credited for the amount charged asap.Desired Settlement: I would like this issue resolved as soon as possible with my account being credited. I am also asking due to the frustration of this issue (outside of [redacted] in customer service trying to do everything possible to resolve this where I am not charged)that I am allowed to do a early upgrade on my devices. If this not resolve within two weeks, I will pay for service that I owe and will not cover the cost of the equipment where I have proof showing it was submitted and transfer my service.

Business

Response:

Mr. [redacted] contacted executive relations because of a billing issue related to a non return CLNR fee. Mr. [redacted] states that his wife's HTC One was deemed defective by technical support and a warranty replacement was shipped. Mr. [redacted] states that he took the defective device to USPS, per the instructions, and received a confirmation receipt. The device never arrived at the warehouse. The customer was subsequently charged the non return fee. After reviewing the account, it was noted that a ticket has been opened, [redacted] and [redacted] is currently being worked by the Returns investigations team. It has been determined that the package was lost in transit as of 07/29/2015. Per the tickets listed above, the device was lost/stolen in transit. The charge for the device not being returned will be reversed within 72 hours. If there are any additional questions or concerns, I can be reached at [redacted] Executive relations considers this case closed.

Review: I went to the Verizon store in [redacted] to have an account transferred from my husbands name to mine, and canceling our jet pack as it is a service we do not use. Everything was completed except the jetpack was cancelled as the transfer of account would not allow the, to cancel the service on the date of request. This was Tuesday the 16th. I was told to call back or come back to the store by Thursday the 18th of September to have this service cancelled. I called them on the 18th to get my jetpack cancelled, and was informed by phone (associate [redacted] T) that this was completed. I had also been given a discount but this discount could not be applied to one of my phone lines and I therefore had to call customer service to have this completed. I called customer service and was told that the discount I was asking for had been completed applied, my jet pack cancelled, and information that had wrongfully been entered, was now corrected. I had the associate verbally confirm that I would not be billed for this month on my jetpack. I saw my bill 2days later and noticed I was being charged for this month and next months worth for my jetpack, and none of the discounts that I was told would be applied were applied. I called Verizon to get everything corrected, and everything that was supposedly corrected in my previous call had not been corrected. I asked to speak to a supervisor when the associate was unable to satisfactorily answer my questions. And I got [redacted]. Who then promised a follow up by Wednesday evening. I told her honestly that if I did not hear back from her by Wednesday with a satisfactory solution, I would file a Revdex.com complaint. And I this apparently made little to no sense to her as I did not hear back.Desired Settlement: I am requesting a refund for the two subscription charges that I received for the jetpack as they have charged me for both current and future month. The supervisor [redacted] that I spoke to plainly refused this when I requested it on the phone, and was to research this and get back to me on it. However she has not even though she promised a follow up by today.

Business

Response:

November 6, 2014 I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains that she transferred four mobile numbers into her name and requested the Jetpack mobile number ###-###-#### be canceled. She is requesting the charges from the Jetpack be credited. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns. A thorough review revealed on September 16, 2014, an Assumption of Liability was completed from account [redacted], and mobile number ###-###-#### was requested to be disconnected. However, the line of service was moved over to the new account instead. Ms. [redacted] contacted Verizon on September 21, 2014, and mobile number ###-###-#### was then set to be disconnected on October 16, 2014. I spoke with Ms. [redacted] to address her concerns and the above findings. I agreed to have mobile number ###-###-#### disconnected immediately, and a credit of $20.00 for the Jetpack would be issued to the account. I advised her, the credit will appear on the October 2014 invoice. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns. Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 10:30 a.m. and 7:00 p.m. (MST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, A[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: Verizon offered me an upgrade so I ordered two phones on line..Phones came and we had 14 days to try them and then return them.. We ended up returning them as we had no verizon service where we were in Lake Piru, California.... We went to AT&T and bought phones there to get their service as they had service in the area we were to be at for 3 months... We returned both phones within the 14 days... We were advised by verizon that they received phones and would up date our billing.. Because we cancelled out phones, we had to pay $98.00 buy out on our contract. We paid the buy out on the contract.. Never heard another word for 6 months now and all of a sudden I get a phone call from a collection agency for over $1200.00. Bill for phones and service... We do not owe this bill and the phones were returned.. Nothing we do seems to clear this matter up. Do not know what else to do. Plus now I have a collection on my Credit Report that should not be there....Desired Settlement: I would like them to take care of the billing and to report to collection agency that they made an error..

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to the complaint forwarded on behalf

of Mr. [redacted]. In his complaint, Mr. [redacted] is requesting the balance of his account be removed,

and the derogatory credit reporting removed. Verizon Wireless sincerely regrets any dissatisfaction this

matter may have caused.

Upon review of Mr. [redacted]’s account, there is currently a balance owed, which is currently placed with IC

Systems for collection. Remarks show Mr. [redacted] returned two devices he purchased, within the 14 day

Customer Guarantee, and was advised he would not be charged an Early Termination Fee for those two

lines of service. Mr. [redacted] was charged on his February 9, 2014, invoice for two Early Termination

Fees totaling $768.60.

I spoke with Mr. [redacted] on October 7, 2014, regarding his concerns and the above findings. Mr. [redacted]

states he was advised no balance was due when he contacted us. Remarks show his contacts to us

were prior to his final billing statement generating on February 9, 2014. He also stated he was not

supposed to have been charged Upgrade Fees on the two lines of service. I informed Mr. [redacted] one

Upgrade Fee was credited, and as a courtesy, I would credit the other one. I additionally advised I would

be providing a credit for the Early Termination Fees charged, for a total credit of $798.60. Mr. [redacted] is

still in dispute of the balance, and requested a copy of his itemized billing statements. Copies of the

billing statements were sent to Mr. [redacted] with tracking #[redacted]76 through the USPS.

At this time, Verizon Wireless considers this matter closed, and respectfully declines to remove the

derogatory credit reporting. Mr. [redacted] may contact IC Systems at ###-###-####, for any remaining

questions, or to make a payment for the remaining balance.

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

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

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

Consumer

Response:

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

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

Regards,

Review: I ordered a prepaid iPhone 4s on April 15 2015. I was charged on the same day. The same day the fraud Dept cancelled my claim due to delivery restrictions. I was told I would be credited in 10 days. Now they say it will not be credited for until the 29th. Ive been transferred 29 times. I was charged for a phone and 1 month service for a phone that was never shipped and now they are making interest off the money I paid and have yet to receive a credit. What they did is fraud. Charging for an item that never shipped and I still have yet to receive my credit.Desired Settlement: I want a refund and interest earned for my payment and an investigation on verizon prepaid phone refunds. My bank said they should have credited me within 4 buisness days.

Business

Response:

On April 28, 2015 a request was processed for $181.58. This refund will be applied to the creditcard ending in [redacted] I emailed Ms. [redacted] to advise the refund will take 3 to 5 days to reach her creditcard. I only had communication through email as Ms. [redacted] requested. If Ms. [redacted] has any additional questions regarding this response, I can bereached at ###-###-####. My hours of availability are from 10:00 AM – 5:00 PM Monday throughFriday. Regards S[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: in August of 2014 I contacted Verizon wireless. I ask them when I could upgrade my phone ending in [redacted]. They told me I could not upgrade at this time, but I could use one of my other phones to upgrade to the Edge program and I could have the new phone with my number on it and have the edge on my other number of [redacted] I ASK would this cause me a problem later on when I wanted to edge up my phone and they told me it would not be a problem by that time they could switch the edge to my phone from the phone that it was first put on. I called them on 3-30 15 to edge up my phone because I had paid 8 months on the edge program. They told me that they could not transfer the edge phone from number [redacted] to [redacted] because it was already on that number when it was first edged up and it would have to be put on the original edge phone. I would never had put it on the [redacted] number in the first place if I had know it could not be transferred. The [redacted] number is a old flip phone.Desired Settlement: For my edge program to be transferred to my [redacted] like the Verizon wireless rep. told me it could be done. I ask two time to make sure it could be moved them the new edge time was due and to make sure there would be no problem. the Rep. in August told me there would be no problem. But there was a huge problem Verizon would not move it like the rep told me they could or I would never had even done it in the first place. I was mislead badly. I man heck why would I edge up a 3 year old flip phone.

Business

Response:

On April 1, 2015, I spoke with Mr. [redacted] and apologized for the inconvenience that he has endured regarding the informationprovided regarding the Verizon Edge Program. I educated Mr. [redacted] regarding steps taken to resolve his concern regarding the Verizon Edge Program. For customer satisfaction I was able to process an early edge buyout for the customer, allow him the opportunity to upgrade his equipment. Mr. [redacted] stated that his concerns have been addressed and he is currently satisfied with the resolution. Verizon Wireless appreciates the opportunity to address your concerns and apologizes for any inconvenience this matter may have caused. Mr. [redacted] has no further concerns and Verizon Wireless Executive Offices consider this matter closed. 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 5:00 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. But a amendment to this note. My bill must be corrected as stated by the Verizon Wireless Rep. by 4-24-15

Regards,

Review: On 9/14/14 my daughter [redacted] Verizon Acct [redacted] asked me call & find out when the contract expires.I was told it expired 9/14/14,I repeated the date, she said yes, I said "Hey, that's today" and she replied yes again. She asked why I was leaving, found cheaper company, she told me about another deal, I said No, thanks.Next day, Sept 15th, I got both phones ###-###-#### & ###-###-#### switched to Straight Talk. The first phone took 5 min. but the second one had not, Straight Talk rep asked me to call Verizon to see why they had not released ###-###-#### (thought it might had something to do with my son being Active-Duty and stationed in Wyoming). Next,I called Verizon, phone was not being held,rep asked why I was leaving, repeated what I told the other rep on 9/14/14. She then stated that I was going to be charged $150/per phone for breaking my contract. I repeated to her that I was told my contract ended on 9/14/14...she said I was told the wrong information. I asked to speak to a Supervisor, first told that he was busy, asked for his boss...needless to say, I was kept on hold several minutes. Finally, I spoke with [redacted] and he stated he can see why the other rep got confused, there were two dates on my daughter's account and she accidently gave me the wrong date. Of course, I lost it then and explained to him that employees are representatives of their company and need to be held accountable for their actions. If wrong information is given out, the company needs to make what's right to the customer. He asked for my email account and sent send me a copy of the contract. Then, he stated she would not be charged if one phone on, I stated new phone co already pd. He sent email to her supervisor never heard anything else. Explained, my last bill should be pro-rated for 6 days and no $300 fee. I asked him, looking at my bill payment history always paid, why would she break contract with 3 weeks left. I was given wrong information, which caused the fee to occurDesired Settlement: I only closed the account based upon the information that I received from the first Verizon Rep; therefore, she would have not occurred a $300 termination fee. Also, the bill time period is 9/09/14 - 10/08/14, since the service was ended on 9/15/14, she should only be charged a pro-rated amount for 7 days of service.If there's any questions/concerns, please call me at ###-###-####. I thank you for your time and appreciate your help!!

Business

Response:

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

In the complaint, Ms. [redacted] requests Verizon Wireless waive Early Termination

Fee’s totaling $300.00. Verizon Wireless appreciates the opportunity to address Ms.

[redacted]’s concerns.

Our records indicate that Ms. [redacted] is not currently authorized on the account in

question.

I contacted Ms. [redacted] on October 1, 2014, and offered to contact the account

owner to address the concerns expressed in this complaint. She accepted this offer. I

spoke with the account owner, Ms. [redacted], to address the concerns expressed by Ms.

[redacted]. I advised her there would not be any Early Termination Fee’s billed to her

account, and offered to credit $120.00 to her account. Ms. [redacted] accepted this offer

as a resolution to his concern.

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

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

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

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

Consumer

Response:

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

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

Our final bill is $41.57, which is the prorated amount for 7 days. I thank you all from the bottom of my heart for helping get this issue corrected. God Bless you all!!

Regards,

Review: While trying to save some money I called Verizon at the end of 2013 to talk about my options in reducing the cost of a text message plan. My current plan at the time included 500 out of network minutes and free verizon-to-verizon texting. I had this plan for a long time and it was very suiting for texting habits, as a majority of my friends and family are on the Verizon network. When I spoke to a customer service representative she informed me that they did not offer any cheaper plans but I could "receive 500 more minutes for the same price and nothing else would change". At the time nothing else was explained to me and it seemed like a no-brainer. Early 2014 I start receiving "alerts" that I am reaching my text message allowance and I started to think I was mislead. Upon further investigation I found that the new text message plan does not include free verizon-to-verizon, an important detail that was conveniently left out of the discussion when my texting plan was originally changed. Because I did not agree to such a change, I must spend extra time monitoring text usage for fear of overage charges. Feeling taken advantage of, I spoke to several different customer service agents, none of which were helpful in resolving the matter.Desired Settlement: I would like to either be put back on my old text message plan or have my 1000 text allotment be increased to 3000 for the same cost I am paying now ($10/month).

Business

Response:

Thank

you for allowing Verizon Wireless the opportunity to respond to Mr. [redacted]’ text

messaging concerns.

In

speaking with Mr. [redacted] to address his concerns, we first apologized for the inconvenience

he has experienced. We explained of the

60-day maximum to return to his previous plan as it is no longer being

offered. Regrettably, Mr. [redacted] is well

outside of this time limit as the change was completed on October 28,

2013. We offered to change his calling

plan to the unlimited text plan for $20 per month. As a means of courtesy, we also offered to

offset the cost of this plan for one-year by applying a credit of $120

(12/months x $10/month) to his account. However, it was later identified that

this text plan is not compatible with Mr. [redacted]’ current calling plan. Verizon Wireless continues to work towards a

resolution of providing Mr. [redacted] with a text package that will suit his usage

and that is the same as or similar to his previous text package.

Once

a resolution has been reached internally, Mr. [redacted] will be provided with his

old text package or an alternate offer.

Should

Mr. [redacted] have any questions regarding this response, she may contact me at

###-###-#### between the hours of 7:00AM to 4:00PM 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.

Regards,

Review: On 7-8-2014, I called CenturyLink, my phone carrier, Account review center,inquiring about a different phone plan that may reduce my monthly phone bill. I spoke with [redacted] who suggested I may want to try something provided through Verizon called Verizon Wireless Home Phone Connect. He told me it would be sent to me for a two week "free" trial period to see if it would work for me, adding he wasn't sure what coverage in my rural area was like. The plan was to be $20.00/month with unlimited calling and there would be a 2 year contract. He gave me a temporary phone # to use during the trial period, after which if the service was to my liking, I could then transfer my own phone # to this device. I was told there would be a return address label included (there was not one)He did reiterate to be sure to return it within that 2 week "free" trial period which would end on 7-22-14 or there would be an early termination fee. It was with this information and this information only that I agreed to try it. What I was NOT told about the "free" trial was there was a $35 restocking fee, an activation fee, nor that I would be charged for days of usage with the temporary #,now totaling $101.37 The unit came on 7-10-14,I made 3 calls & the reception was so poor I returned it to a Verizon store, 50 mi.away, on 7-14-14 after being unable to print a return label from their website, as I had to wait 2-10 business days for a password to be mailed,NOT emailed, to me, before I could print one nor was able to have it printed for me at a store 15 mi.away as I was told I could. More misinformation. I asked the man in the store about the charges that were not provided to me upfront and he said "Well, I would have told you all of that if you got it here." Not much help to me then! I paid $35 restocking fee to him.I have now received a bill for $66.37. I called on Sat.7-19 and was told someone would return my call on Mon. or Tues..no call. Called this a.m.7-23 & was told someone will call me in another 24-48 hrs.Desired Settlement: Since I was not told about all the fees and usage charges upfront on the day I made my inquiry, I want all charges, current & any forthcoming, under my account wiped clear & my credit card credited for the $35.00 restocking fee. Had I been told UPFRONT there were over $100+ of potential charges for this "Free" 2 week trial period, I would NOT have taken the chance that it might work for me. I don't throw my money away like that. I see fraudulent business practices at work here by Verizon.

Business

Response:

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

expressed by Mrs. [redacted]. In her complaint, Mrs. [redacted] requests that all charges

be credited due to misinformation of the 14 day Worry Free Guarantee period. Verizon

Wireless regrets any inconvenience this matter may have caused.

Records show On July 10, 2014, mobile number ###-###-#### was activated under a

two year contract. On July 14, 2014 the line was disconnected and Mrs. [redacted] was

charged an Equipment Restocking Fee of $35.00. The July 15, 2014 billing statement

reflects the total amount of $241.57, which included the Early Termination Fee of

$175.00.

Upon receipt of this complaint, I spoke with Mrs. [redacted] on July 30, 2014, regarding her

concerns. She states that she was not advised that she would be liable for any charges,

while in the 14 day return period. In the interest of customer satisfaction, Mrs. [redacted] has

been credited all charges, totaling $276.57. Mrs. [redacted] accepted this as a resolution to

her complaint.

Should the Revdex.com or Mrs. [redacted] have any questions, please call me

directly at ###-###-####4 x 4[redacted] between 7:30 a.m. and 4:00 p.m. (PST), Monday

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

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

Consumer

Response:

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

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 November 2014 I left Verizon Wireless because of constant overcharges of my bill. In excess of 400 dollars for a few payments in a row. I had a previous unpaid balance that I was aware of. When I went to [redacted] for my TV and Internet they told me I couldn't get their services because of my unpaid balance with Verizon Wireless. I paid two totals, the first payment was on November 26th 2014 and was an amount of $367.83, the second payment was on December 2nd 2014 and was an amount of $182.70. By paying the amount above, which I was told by Verizon Wireless that was all I owed, I could receive [redacted]. Now in March of 2015 I received a letter from Verizon Wireless that I had an unpaid amount of 587 dollars, that was with a collections fee added on, and that I was going to be sent to collections. I ignored the letter because I thought that since I had paid the previous amount that the letter must have been incorrect. When I contacted Verizon Wireless in May of 2015 after receiving a letter from a collection agency, Verizon Wireless told me that my account had been sent to collections and that they were unable to tell me anything about the situation because a collection agency had already took over the account. After contacting the collection agency I was told by them that my account was moved to another agency because my balance was already paid. This happened 3 times over the course of this year, now in November of 2015 my account landed with [redacted] and [redacted] at which point I was able to provide BANK STATEMENTS stating the amount that I paid and when to Verizon Wireless. On December 18th I received a phone call from [redacted] and [redacted] stating that Verizon Wireless refused the evidence that [redacted] and [redacted] provided and that I did not pay my past due amount and that I still owe them 587 dollars.Desired Settlement: I want this issue to be corrected, and to have my credit repaired. As well as no charges from my account to Verizon Wireless because I have already paid the bill that they are saying I did not. They have destroyed my credit, and have made it impossible for my family and I to get a house because of this issue. I can provide proof if needed AGAIN in order to help my cause. This is unacceptable that I, a veteran of Afghanistan, be treated in such a manor. Thank you for your understanding.

Business

Response:

RE: Complainant: [redacted] Case Number: [redacted] Dear Ms. [redacted]: This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 12/21/2015. In his complaint, he disputed the written off balance for his account. Upon receipt of this complaint, I completed a review of account number [redacted]-*. Our records indicate the payments the customer made in November. There were two bills that generated after his payments that were due on the account. The customer indicated that they were to receive a port in credit from [redacted] to cover their early termination fee and assumed it would be applied to their Verizon bill. I educated the customer on the correct policy and referred them to their current carrier. The customer is satisfied with the resolution to their 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] Monday through Friday between the hours of 9:30 AM - 6:30 PM ET. Sincerely, [redacted] Executive Relations CC: [redacted]

Review: I have been outside the country since December 2013. I have suspended my cellphone service likewise I did with my cable and trash. However, Verizon had auto reconnected it since April 2014.Verizon wants me to pay for services that I did not received (please see the May and June bill). You can see that Verizon did not charged me prior April. However since they auto reconnected my services on April. They have billed me $299.41. Verizon is forcing me to pay for services I did not USE!!! I have expressed them my disagreement but they solution was to pay the $299.41 plus a termination fee of $210. I want to keep my line and the service, but I am not willing to pay for a service I DID NOT RECEIVE. I believe this is an unfair way to do business. My cable nor may trash service provider DID NOT AUTO Reconnected my services, so they can earn more money. Please eliminate the auto reconnection feature and allow the customer to put a date of reconnection or if better recommend termination of the contract if needed.Desired Settlement: To bring the balance of $299.41 to zero because those charges are for services I did not use and I was under the impression that the service was suspended.

Business

Response:

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

complaint filed by [redacted]. Ms. [redacted] expressed dissatisfaction with her line of service

being automatically reconnected during a vacation suspension. She feels she should not be responsible

for the charges incurred while the line was connected, as she did not utilize the service.

Verizon Wireless apologizes for any inconvenience this issue may have caused and appreciates this

opportunity to address her concern.

A thorough account review revealed there was no usage on the phone line between April 9, 2014, and

June 16, 2014. With this information confirmed, I issued an adjustment of $258.87 for the charges on

the last two invoices. I advised Ms. [redacted] she will receive another adjustment of $19.97 for the

taxes that were charged on those invoices. Ms. [redacted] confirmed that issuing the adjustments has

fully resolved her concerns.

Should Ms. [redacted] have any questions regarding this response, she may contact me at ###-###-####

Ext. [redacted] between the hours of 10:15 a.m. and 7:00 p.m. Pacific Standard Time. For other matters

regarding herservice, Ms. [redacted] may contact Customer Service at ###-###-####.

Consumer

Response:

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

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

Regards,

Review: I transferred to Verizon Wireless on 9/8/2015 and left them on 10/2/15. I purchased a phone (Samsung 6 Edge Plus) which lets you use your fingerprint as a way to unlock the phone. On 10/1/15 I contacted Verizon Wireless via telephone to alert them that the phone was stating that it could not recognize my fingerprint. After some time on the phone with IT trying to fix the issue, I agreed to a factory reset of the phone to fix the issue. After the factory reset, I was prompted to input the email address I used when I activated the phone and the password. I did this and the screen would just take me back to the same screen asking again for the same information. I thought maybe I was putting in the wrong password so I logged into my gmail account from a desktop without issue so it was not a google issue but a phone issue. The next day (10/2) I spent approximately an hour on the phone with IT trying to resolve the issue. When that failed, I presented to a Verizon Wireless store for support. They too were unable to get me past the email address and password page. I was asked to log in to my gmail from one of their tablets (to assure I knew the password) and I completed this without issue. The Verizon rep then told me that it was a phone issue. He said to me "why don't we just swap you out for another device." That sounded perfect and I opted to do that so I could have a phone again. He went to talk to his manager and when he returned he informed me that Fed-Ex did not deliver on Saturday's and that I would have to wait until Monday to receive a phone. I asked why I couldn't just take a phone from their inventory and was told because replacement phones come from a different place. I informed him that I would not accept a refurbished phone because I only had my phone for less than a month and that it was still brand new and this was clearly a phone issue and had nothing to do with anything I did to the phone. The rep told me that was all he could do for me. I left the store and switched service.Desired Settlement: I would like to return the phone (in perfect condition) along with all included accessories as to not be responsible for the total cost of the phone (over $600); refund of activation fee and taxes paid on the phone when I purchased; bill adjustment to reflect only the days I was a Verion customer.

Business

Response:

Ms. [redacted] contacted the Revdex.com in regards to returning a device. I spoke with Ms. [redacted] in regards to returning phone. I advised that I would email label for the phone and I would credit all charges. I received equipment on 10/26/2015, and I have issued an adjustment of $896.99 on the account to clear the complete balance. Ms. [redacted] accepted and is satisfied with resolution.

Review: Verizon conducts deceiving sales and service methods. Its customer service reps are not properly trained - they give out inaccurate, incomplete, and dishonest information. My contract had been extended without my knowledge and approval. I called Verizon numerous times about this issue and every time I got promises, but the error has never been corrected.

In December 2013 I asked Verizon to have my service disconnected due to my 1 year work assignment outside US. The CS said I had to pay a fee of $350 for breach of contract, although I was previously told I would not have to being their customer for over 10 consecutive years. So they talked me out of doing that and instead they offered to have my service put on hold for 12 months until I return to US. However, after 6 months, on 5/19/2014, they reinstated my service with no prior notice, and I got billed for a whole month of service plus some additional fees that remain unclear to me. I called again on 6/05/2014 and asked them to correct their error in billing me while having no service, and to have my account on hold for the remainder of the period. Their answer to me was they would credit back the charge but they would no longer put my service on hold. So I agreed to pay for lesser monthly charges until I return to the states. One month later I find out they they credited back only part of my billing, leaving me with $70 left to pay plus a $5 late fee charge. I paid the $75 balance on my account and called Verizon on 6/24/2014 asking for a cancellation of my service effective immediately as I could not trust them any longer with their business conduct. They said I would still have to pay the entire $290 cancelation fee and that they would not cancel my service before 7/19/2019, and continue to bill me until that date.Desired Settlement: Verizon should credit me back $75 for charging me while not providing service. My account should be closed on the date I requested, and no other fees should be applied to my account. I was a paying customer for over 10 years. Conversations between customers and their reps should be recorded and properly noted in their systems. Verizon should assume responsibility for all information given out to customers by Verizon employees. Verizon should stop using deceiving methods in order to overcharge customers.

Business

Response:

July 14, 2014

This letter is in response to the above referenced informal complaint filed on June 26, 2014 and received by Verizon Wireless on June 26, 2014. In her complaint, Ms. [redacted] states she suspended her service for the maximum allowed in one year, six months. After the reconnection, Ms. [redacted] received a bill for $75. Ms. [redacted] is requesting credit for charges and her services disconnected.

Upon receipt of your letter, I reviewed our records on account number [redacted]4-[redacted]. Customer’s can only voluntarily suspend service for 90 days, and a maximum of six months during a rolling 12 month period. The services automatically connect after 90 days and the customer must contact Verizon in order to re-suspend the service. The bill received for $74.12 is accurately billed. In an effort to bring closure to this matter, I have disconnected the service and waived the early termination fee of $290.00.

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

Sincerely,

Tracy W.

Executive Relations

cc: Ms. [redacted]

Business

Response:

July 14, 2014

This letter is in response to the above referenced informal complaint filed on June 26, 2014 and received by Verizon Wireless on June 26, 2014. In her complaint, Ms. [redacted] states she suspended her service for the maximum allowed in one year, six months. After the reconnection, Ms. [redacted] received a bill for $75. Ms. [redacted] is requesting credit for charges and her services disconnected.

Upon receipt of your letter, I reviewed our records on account number [redacted]4-[redacted]. Customer’s can only voluntarily suspend service for 90 days, and a maximum of six months during a rolling 12 month period. The services automatically connect after 90 days and the customer must contact Verizon in order to re-suspend the service. The bill received for $74.12 is accurately billed. In an effort to bring closure to this matter, I have disconnected the service and waived the early termination fee of $290.00.

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

Sincerely,

Tracy W.

Executive Relations

cc: Ms. [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,

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: For over a year I have spent over 100 hours with the same problemThe phone loses all my contacts, texts and ring tones. I spend hours on the phoneand they can never fix it.I have to go back purchase ring tones , and I back up all the informationThis happened again during a flood my contact information was critical along with textsThere solution spend more money and buy a new phone.Desired Settlement: I want a new phone with all my contact texts and ringtones of which I paid forthey promise to call me back but never do. This is a headache and a nightmare.

Business

Response:

August 12, 2015

Attention: [redacted] Revdex.com of New Jersey

1262 Whitehorse Hamilton Sq. Rd.,

Building A, Suite 202

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] explains she spent more than 15 hours in one day troubleshooting her malfunctioning device. She is requesting a new phone, a refund of the ringtones she had to redownload and six months of services. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.

Upon account review, Ms. [redacted] made several calls and started several chat sessions on August 2. Ms. [redacted] was advised the device is out of warranty, which is why we would not compensate for the ringtone purchases. A Network Resolution Bureau ticket was filed in regards to her Verizon Cloud issues, and the resolution confirmed there was information stored in the Cloud and we needed to attempt to restore again.

I spoke with Ms. [redacted] to address her concerns and the above findings She advised she could not download ringtones and we discovered she was attempting to purchase the ringtone/ringback tone bundle and the purchase would not process because the ringback tone was already in her jukebox. She successfully downloaded the ringtone only. As I am unable to verify the ringtone purchases, in an effort to provide a satisfactory resolution I offered to credit the $58.00 she advised she had paid to redownload the ringtones. In addition, I offered to replace her device outside of the warranty and she agreed, however, the device is damaged. I offered to send her a replacement device and when the Damaged Device Fee charges, I would credit to the point of $99.00 as she has WPP insurance. Ms. [redacted] agreed. I set a follow up call with Ms. [redacted] for September 23 to review for the Damaged Device Fee adjustment. Ms. [redacted] agreed and found satisfaction in the resolution provided.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at [redacted] 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 ([redacted].

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.

The one term she left out is there is to be credit todayto download the ringtones due to the new phone of 46.00 As those would not transfer over the other credit was for ones I had to purchaseThe representative from Verizon went the extra mile, spent a lot of time and plans to follow up. I appreciate all the time she spent and the solution.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They sent me a defective phone.........Do I need to file a new complaint. What they offered me was not what I got

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 accept it but want to make sure the ringtones are programed and the software works.......It can easily be done if they use a new sims card and download my old ones.As far as a new upgrade I wanted to confirm my bill remained the same.Thanks so much [redacted]