Verizon Wireless

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: 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: I purchased a new Samsung ATIV SE phone on the Edge from the Verizon Wireless at [redacted] store in Indianapolis on January 23, 2015. The associate explained to me I would receive an Edge discount on my bill every month equal to to equipment charge I would receive for the phone, nullifying the charge for the phone and adding nothing to my bill. I asked three times if I would be paying any extra charges and was told no each time.On my next bill I was charged $25 more than the previous month. I called customer service on Friday, March 13th and spoke with [redacted], who explained I that the Edge discount replaced a $25 line discount I already had. (She also removed and credited my for insurance on the phone, which I had not asked for.)I returned to the store on March 16, 2015 and spoke with [redacted]. He said they could not do anything for me and suggested calling customer service again. I did so and spoke with Gary on the same day. I restated my complaint and was told there was nothing I could do about it.So I am left paying effectively $25 per month for two years, a total of $600 plus the $40 I paid in the store for the phone. I was either mislead by the store when I purchased the phone, or the associates failed to notice I already had a discount on my account that would be replaced by the new program.Desired Settlement: I would like to be charged what I was told I was going to be charged.

Business

Response:

The line number ###-###-#### was receiving a $25.00month to month discount. When the Edge was established the $25.00 month tomonth discount was removed and a $25.00 Edge Smartphone discount was added. Executive Relations offered Ms. B[redacted] via email aone-time $300.00 credit on the account and after 12 months in the same devicesanother $300.00 credit to the account. Ms. B[redacted] can contact [redacted] W. at the below number. Verizon Wireless appreciates the opportunity addressyour concerns and apologizes for any inconvenience this matter may havecaused. If you have any furtherquestions or concerns, you may contact me directly toll free at ###-###-####ext 2143747 Monday through Friday between the hours of 8:00AM and 5:00PM 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,

[redacted] B[redacted]

Review: I called to change my plan and avoid any overage charges. The representative changed my plan and stated that no overage charged would be incurred because the plan would be put into effect immediately. I agreed with the changes, however, my next bill was over $265, clearly indicating that overage charges were incurred. I called to remedy the situation on May 26,2015 and spoke to a representative that agreed the charged should not have been incurred and that she would submit a request to correct my bill to management. I did not hear anything for about 2 weeks so I went online and started a chat with a representative on June 8, 2015. It was then I was told that the only thing they could do was give me a $10 credit. I told the rep that I should not be held responsible for the previous rep's incompetence. It was then that she offered me a $15 credit. I told her that I was a loyal customer and that my bills were paid on time every single month for years and that I've never had a problem with Verizon. How can a company hold a customer responsible for their representative's inability to comprehend the terms of their own services?Desired Settlement: I want my bill to be adjusted and my account credited for this representative's mistake.

Consumer

Response:

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

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

I recently filed a complaint against Verizon Wireless on 6/8/2015 about service issues. I called Verizon back the following day and after speaking with several representatives, I was able to get credited back the full amount that I had requested. Thank you,

Regards,

Review: verizon customer service tech misled me into excepting a extended contract when she was specifically told I did not want anymore contracts with verizon. I wanted month to month. I told them I didnt want anything to.donwith contracts anymore. Now they are telling me it is going to cost me $175 to disconnect the phone line that was activated without my knowledge. I keep getting the run around.Desired Settlement: I want phone line disconnected with no charge, and employee and verizon to be held accountable for their actions

Business

Response:

July 14, 2015

Thank you for allowing Verizon Wireless to respond to concerns expressed by Ms. [redacted]. In her complaint, Ms. [redacted] disputes a contract for one of the lines on her account. Verizon Wireless regrets any inconvenience this matter may have caused and appreciates the opportunity to address her concerns.

Review of Ms. [redacted]’s account, shows the she advised this matter was addressed prior to Verizon Wireless receiving the Revdex.com complaint. The contract for the unwanted line had already been removed and the line disconnected.

Should the Revdex.com or Ms. [redacted] have any questions, please call me directly at ###-###-#### between 8:30 a.m. and 4:30 p.m. (Pacific Standard Time), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted].

Executive Relations

Consumer

Response:

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

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

Regards,

Review: 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]

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: 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]

Verizon Wireless is the most FRAUDULANT AND UNETHICAL company, I have EVER done business with. I have been lied to, scammed, and they have made promises to me, that have fallen more than short, over and over. Example #1 - I am paying for UNLIMITED talk and text, yet charged for data usage. I have my daughters phones set up so they can't use more than 5 G's of data per billing cycle. Yet, when they reach their data limit prior to the billing cycle, they can no longer text because of how texting is tied to data (I am paying for UNLIMITED TEXT.. however NOT RECEIVING UNLIMITED TEXTING). This is just one example of the 5 other examples, of what I have been dealing with since I switched to Verizon in November 2014. I just want out of my contracts. I no longer want to EVER do business with VERIZON again. My bill is now DOUBLE, what I was previously paying. The sales associate who sold me the plan promised me that he could save me money. Initially, it appeared that way, until I received my first bill, and every bill there after has been more and more and more!! With as many complaints as Verizon has had on here, it's hard for me to believe that they truly have an A+ rating... really?? Horrible.. Horrible Company!! I just want OUT, and as FAR...FAR away as I can get from them!! I think they should be responsible to pay for me to return back to my previous service, where I actually received the service I was promised and provided with [redacted], since they can't provide the "better and cheaper service they claim they could". UNACCEPTABLE Business Practices!!

I was promised a monthly data credit for the length of my contract, with the purchase of a tablet. The first month the credit was there. The second month, no credit. And of course it turns out I could have removed the phone number attached to my tablet, within the first two weeks, but I was unaware I had a phone number attached to said tablet, and since the credit showed up as promised, it didn't matter. The second month when the credit didn't show up, it was too late to cancel the tablet line, without a $100+ disconnection fee (the total changed 3 different times, depending on who I talked to.)
I was also charged $250! More than the "sticker" price on my phone. That I take some responsibility for, because I didn't check my receipt before leaving.
It is obvious that Verizon has ZERO interest in decent customer service. They will be losing at least three customers, as soon as our contracts are up.

We have been with Verizon for almost 2 years and the service is horrible where we live. Drop calls all the time and if your on a call with a business they don't call you back so you have to call them again and wait on hold for someone that doesn't want to do their job. We have talked to customer service 4 times tonight and they have told us that they will send us the boost for free and when we get to tech support they say no it cost $250 but we can take off $75. But our thing is we pay $170 a month to have service and they want us to pay more to have a device in our house to have our service work. What a joke this company is. It's not our fault that they don't have enough towers in our area. But worse of all the customer service people just talk to you for a few seconds put you on hold and transfer you to another department.

Review: Upgraded 2 lines of service to the early verizon edge program for the Samsung Galaxy S5 on 4/26/14. Few days after the purchase I started having trouble with my home key. Everytime I pressed it to light up the phone and use it the phone would not light up only the action keys on the bottom would. So I had to remove the battery to restart the phone just to use it again. I called in with that issue and an issue with data in which I spent a good amount of time on the phone with tech support to fix it. When I called in they told me to go to the store and have my phone replaced because it was still within the 14 days and if exchanged after the 14 days they would only give me a refurbished phone. I went into the store a week after I upgraded on 5/3/14 and was approached by a [redacted] (not helpful or assisting). The store refused to exchange the phone because they had not done a factory reset which was the last resort to the problem before making the swap. I called back into customer service while in the store and was explained the reason of why it had to be done since it was not something they had offered to do in the first place. I finally agreed to the reset which "[redacted] did as I stood in front of her and had me reenter my information to get the phone up and running. She gave me tips on how to look for approved apps and suggested I download them one at a time. After the process was complete I specifically asked her if she would notate the account showing that the reset was complete in the case that I had any other issues with the phone so that I can exchange it. She told me she would. Now a week and 1/2 later 5/14/14 I called in regarding some more problems with the phone and guess what [redacted] put in comments that the factory reset was NOT complete which is false information as I was there when she did it. All customer service wanted to do was reset it again, but how many times does this have to be done for a phone I will be paying for considering it doesn't cost $20????Desired Settlement: I am demanding either a brand new replacement (NOT A REFURBISHED MODEL) or waive the cost of the entire phone. I have stayed with Verizon because of their customer service even though the plans are quite expensive compared to others out there. I have only received this type of customer service from [redacted] which is why I came to Verizon, but now it seems both are the same and Verizon is trying to charge for messed up phones and not replace it.

Business

Response:

May 21, 2014

This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 05/19/2014. In her complaint, she stated on 04/26/2014, she purchased a Samsung Galaxy S5. A few days after purchase, she began experiencing some data connection and screen issues with this new device. On 05/03/2014, Ms. [redacted] contacted Verizon Wireless Technical Support and visited the Verizon corporate store location for a replacement. A master reset was performed on the device at the store, and Ms. [redacted] was advised if same issue persisted, her device could be replaced. She wanted to exchange her phone for a new device while she was within her 14 day guarantee, but due to extended troubleshooting via technical support and the store, her Worry Free Guarantee had expired. Technical Support offered Ms. [redacted] a Certified Like-New device under her warranty. She declined this offer. Ms. [redacted] is requesting a new Samsung Galaxy S5. Due to this issue, Ms. [redacted] contacted the Revdex.com.

Upon receipt of this complaint, I completed a review of account number [redacted]-1. I contacted [redacted] via phone to discuss her Revdex.com complaint regarding her equipment issues and her request for a new Samsung Galaxy S5. After careful review of the account, I have confirmed that Ms. [redacted]'s equipment issues began during her Worry Free Guarantee period. We performed some troubleshooting steps on her device today to see if her phone issues could be resolved. We were unable to get a data connection for several applications. The Browser was okay.

Because Ms. [redacted] processed her original Edge Device Agreement in a corporate store, her Worry Free Guarantee date had passed, and she was not eligible to bill to the account, we were unable to send a new device under the Worry Free Guarantee, via direct fulfillment. If I would have placed a new phone order for Ms. [redacted], our billing system would have processed a new Edge Device Agreement to her account. Meaning, this would have caused Ms. [redacted] to have two phones, and she would have been responsible for two Edge Device Agreements.

Moreover, based on the current device issues and delayed resolution via technical support, I offered Ms. [redacted] a Certified Like-New replacement under her warranty with free overnight shipping. She accepted offer. She has also been educated on how the warranty process works and the importance of software updates.

Also, due to excessive calls to Technical Support, several trips to our store location, and since we were unable to honor her request for a new Samsung Galaxy S5, I offered Ms. [redacted] two months free service. I issued credit to her account in the amount of $213.45 to honor the two months free offer.

And lastly, Ms. [redacted] was billed overage charges in the amount of $35.51 on her 05/08/2014 bill statement. Her calling plan was not backdated as discussed with customer service. Due to the plan being incorrectly processed, this caused partial month billing. I issued credit in the amount of $35.51 for the overage charges. The total credits that were issued to Ms. [redacted]’s account were $248.96. Ms. [redacted] was satisfied with the resolution.

Verizon Wireless sincerely regrets any inconvenience [redacted] may have experienced as a result of this issue. Should [redacted] have any further questions, she may contact me directly at ###-###-####, Monday through Friday between the hours of 8:30 AM - 5:30 PM ET. Thank you for bringing [redacted]'s concerns to our attention.

Sincerely,

Executive Relations

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

CC: [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: I purchased a phone as part of an upgrade and received a faulty device and was dissatisfied with it. I contacted my service provider to exchange and return my new phone for a new one. My provider sent me used phone rather than a new one and did not explain to me what the used phone was for. Then when I called to make it right with my provider, a representative with the provider told me I could drive and burn more of my money to have the phone exchanged in person at a store. We went to the store with all the information in hand and with knowing the representative told me I could get this resolved and receive a new phone in person. I got to the store and was told that they could not get me new phone due to some processing error and some mistakes made by one of their reps named [redacted]. After waiting for two hours in the store trying to reach a solution to our problem we decided we just wanted our refund and to get our money back. I am completely dissatisfied with the customer service I have received and the things this company put me through including lieing to me and luring me to pass along the problem they were in to someone else.Desired Settlement: I would like for Verizon wireless to wipe all upgrade fees on my account and to reset the contracts on all my lines.

Business

Response:

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

August 18, 2014. In the complaint, Mr. [redacted] states that he received a refurbished device as a

replacement for a newly purchased phone which was defective. When Mr. [redacted] contacted customer

service, he was told he could exchange the faulty phone at a store. However, they were unable to

provide a new phone to him due to a processing error. He is requesting cancellation of the upgrade and

a refund of the money he paid.

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

returned the defective phone to Verizon Wireless on August 8, 2014. The refurbished phone was

received by Verizon Wireless on August 10, 2014. All fees associated with the original transaction were

refunded to Mr. [redacted].

The Executive Office spoke to Mr. [redacted] on August 18, 2014. We apologized for the problems he

experienced when he attempted to exchange the device, and confirmed to Mr. [redacted] that any money

paid had been refunded to him. In the interest of customer satisfaction, we waived the $30 upgrade fee

charged on August 19, 2014 when Mr. [redacted] upgraded his phone in a Verizon Wireless store, and will

also waive the upgrade fee when Mr. [redacted] upgrades the second line on his account. Mr. [redacted]

was satisfied with the resolution to his complaint.

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 had 2 phones stolen from me. I went into the Verizon Wireless store on [redacted] and was told I could add a line for $10 per month and that they would suspend my stolen lines without charge. When I looked at my bill I am being charged $40 per line (including the 2 stolen lines).Desired Settlement: Verizon needs to offer what the person at the store offered to me for one line ($40) plus the monthly access charge ($40). Plus it appears I am being charged per text and that should not be there also.

Business

Response:

August 11, 2014

Thank you for allowing Verizon Wireless to respond to concerns expressed by Mr. [redacted]. In his rebuttal, Mr. [redacted] indicates that he visited a Verizon Wireless Retail Store after two of his mobile devices were stolen. Mr. [redacted] states that the store representative offered for him to add a new line of service to his existing account for $10.00 per month and to suspend two other lines of service at no additional charge. Mr. [redacted] requests for Verizon Wireless to honor a plan at $40.00 monthly access fee and a $40.00 charge for data allowance. He states his complaint has not been resolved as Verizon Wireless was unable to reach him. Verizon Wireless sincerely regrets any dissatisfaction this mater may have caused.

Per account research, on May 25, 2014, Mr. [redacted] visited a Verizon Wireless Retail Store and added a new line of service with a Motorola Droid X. While in the store, he suspended service on mobile numbers ###-###-#### and ###-###-####. On July 05, 2014 Mr. [redacted]’s account received a credit adjustment of $58.06 to credit the access charges for the referenced numbers. .

Upon receipt of this complaint, I spoke with Mr. [redacted] on August 07, 2014, to address his billing concerns. Mr. [redacted] stated he did not need mobile number ###-###-#### and he is paying for the device while not in use. In an effort to resolve this matter, I disconnected mobile number ###-###-#### and waived the $180.00 Early Termination Fee. Mr. [redacted] confirmed his satisfaction and agreement as resolution to his complaint.

Should the Revdex.com or Mr. Otfloff have any questions regarding this response, please call me directly at ###-###-#### Ext. 4020588 between 7:00 a.m. and 3:45 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

Executive Relations

August 11, 2014

Attention:

Gina Bocchicchio

Revdex.com of New Jersey

1700 Whitehorse – Hamilton Sq. Rd. Ste D5

Trenton, NJ 08690

Re:

Case No: [redacted]/ Account No: [redacted]5-00001

Dear Ms. Bocchicchio:

Thank you for allowing Verizon Wireless to

respond to concerns expressed by Mr. [redacted]. In his rebuttal, Mr. [redacted]

indicates that he visited a Verizon Wireless Retail Store after two of his mobile

devices were stolen. Mr. [redacted] states that the store representative offered for

him to add a new line of service to his existing account for $10.00 per month

and to suspend two other lines of service at no additional charge. Mr. [redacted] requests

for Verizon Wireless to honor a plan at $40.00 monthly access fee and a $40.00 charge

for data allowance. He states his complaint has not been resolved as Verizon

Wireless was unable to reach him. Verizon Wireless sincerely regrets any

dissatisfaction this mater may have caused.

Per account research, on May 25, 2014, Mr.

[redacted] visited a Verizon Wireless Retail Store and added a new line of service with a

Motorola Droid X. While in the store, he suspended service on mobile numbers (920)

810-0311 and ###-###-####. On July 05, 2014 Mr. [redacted]’s account received a

credit adjustment of $58.06 to credit the access charges for the referenced

numbers. .

Upon receipt of this complaint, I spoke with

Mr. [redacted] on August 07, 2014, to address his billing concerns. Mr. [redacted] stated

he did not need mobile number (920)

737-9802 and he is paying for the device while not in use. In an effort to resolve this matter,

I disconnected mobile number ###-###-#### and waived the $180.00 Early

Termination Fee. Mr. [redacted] confirmed his satisfaction and agreement as resolution to his complaint.

Should

the Revdex.com or Mr. Otfloff have any questions regarding this response,

please call me directly at ###-###-#### Ext. 4020588 between 7:00 a.m. and 3:45

p.m. (PST), Monday through Friday. For other account related issues, please

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

Sincerely,

Executive Relations

Consumer

Response:

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

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

Regards,

Review: In May I sent my Nokia Lumia to Protect Cell for repair. After paying an additional fee of $125.00, they sent me a different Nokia phone. On July 16 I had to send back this phone for repair. Two weeks later on July 29 after calling and complaining, they mailed me yet another Nokia phone. On Aug 6 I had to mail that phone back to them as it was defective again. After numerous calls and at times sitting on hold for over an hour, and being hung up on, my complaint still remains unresolved. I have no working phone. On Sept 2 I had no other choice but to declare this phone as stolen. I had to contact Verizon to report it as such, as a result I am now being changed by Verizon and additional $583.00.Protect Cell did not do what they advertise, I was not been protected, Its been almost a month without a device. I believe they stole the phone to obtain my identity and resell the phone. They took my money and are not providing service.Protect cell failed top provide Customer service,protection to the customer.committed theft by fraudDesired Settlement: Since this phone has been declared as stolen, I am personally charging Protect Cell with theft ( value of the phone originally is $550.00) I want Protect Cell to provide a brand new phone from the Manufacture.I want a written letter of apology from the President of the company. The Company must retrain all customer service reps and technicians and provide documented proof to their local Revdex.com that there employees are performing as outlined.

Business

Response:

September 8, 2014

This letter is in response to the recent complaint filed on behalf of [redacted] received by Verizon Wireless on September 5, 2014. In the complaint, Mr. [redacted] stated that he sent his device to Protect Cell for a repair. Protect Cell sent him a replacement device that became defective and he was required to return that device as well. Mr. [redacted] stated that he has been without phone for a month and unable to get any resolution through Protect Cell. Mr. [redacted] is requesting that a replacement device be provided to him from Verizon Wireless due to the insurance plan was sold to him through an Authorized Agent Location.

Upon receipt of this complaint, a thorough review was completed. Our records indicate that Mr. [redacted] purchased new service on July 17, 2013 with Cellular & More, which is an Indirect Retailer for Verizon Wireless. An Indirect Retailer is a third party company who has been authorized to sell our products and or services, in conjunction with their own contractual agreement. The insurance he paid for up front was not applied to his Verizon Wireless account. Protect Cell can be reached at ###-###-#### for any future concerns regarding their services and coverage.

On September 5, 2014, we spoke with Mr. [redacted] regarding his insurance claim issue. Mr. [redacted] stated that he has been in contact with Protect Cell; however, his issue has not been resolved. To address Mr. [redacted]’s concerns, we offered to process an In-House Insurance Claim at no cost, which he accepted. We also informed Mr. [redacted] that he can add insurance through Asurion, the direct insurance provider for $5.18 per month to cover his device. He declined to add the insurance today; however, Mr. [redacted] is aware the insurance can be added within 30 days of purchase. Mr. [redacted] was satisfied with this resolution.

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 8:30 AM and 4:30 PM ET.

Sincerely,

Executive Relations

Consumer

Response:

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

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

Regards,

Review: I have been fighting with Verizon Wireless. They have returned payments and then shut off the phones. I have called and been on the phone with them for over 3 hours to get the account straightened out and it does not seem to help the situation. Now they have turned off the billing online which is the way I make payments out of easability. I do not want to spend anymore time on the phone with them. They are stating they will only accept cash or payments over the phone. I am sick and tired of fighting to get things corrected when they should have been right to begin with. Their incompetence is proving to be more than I can handle at this point. When my father passed away on August 26, 2013 they charged my mother $60.00 to turn off his phone. My mother being a kind soul just paid the money without explaination. That is wrong and immoral on all ends of the spectrum.Desired Settlement: I would like the clause in which if a cell line or service is terminated there is a fee charged. Due to incompetence of the company it is borderline insanity on my side trying to keep track of their billing and charges to make sure I am not getting screwed again.

Business

Response:

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

complaint filed by Mr. [redacted], who is requesting fees for reconnection be waived and the

ability to make payments online. Verizon Wireless regrets any inconvenience this issue may

have caused, and appreciates this opportunity to address her concern.

A thorough account review determined Mr. [redacted] had several returned payments, which caused

the account to be put in a cash-only status. His service was suspended due to non-payment

because of the reversed payments and each line received a $15.00 Reconnection Fee.

I spoke with Mr. [redacted] regarding his concerns and the above findings. I informed Mr. [redacted] as a

courtesy, we can remove the cash only status from his account so he can make payments

online. I also issued an adjustment for the Reconnection fees. Mr. [redacted] confirmed resolution to

this matter and had no further concerns.

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

[redacted] between the hours of 10:15 a.m. and 7:00 p.m. PST, Monday through

Friday. For other matters regarding his service, Mr. [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 ordered new cell phones on August 30, 2014. I spoke with a Verizon sales rep and she placed my order for 4 new phones plus accessory packages for two phones. I received my order on 9/4/14. The accessory packages were not correct. I called Verizon and the sales rep told me to take wrong equipment to Verizon store and they'll exchange for correct equipment. I go store, they tell me they are not allowed to take the equipment or exchange it. I'll have to mail it back to Verizon directly. Sales rep, [redacted],in store called customer service, explained they can't take equipment back in store that's been ordered over the phone. So correct equipment was to be shipped. Two weeks later I still didn't receive correct items, so I call Verizon again. I spoke with [redacted], she tells me she can get this corrected. [redacted] says she will call me back with correct information, that was 9/18/14, she still hasn't called me back. Today (9/23/14) I called Verizon AGAIN spoke [redacted]?? (I think that was her name) she says she'll get this all straighten out. Now I have to wait to receive correct equipment and return labels to mail back wrong equipment. I'm so frustrated, I'm bill is screwed up, my accessories are wrong and I can't take it anymore. I've called Verizon 6 times trying to get corrected.Desired Settlement: Correct equipment and credit my account for price difference. Oh and not charge me for there mistake.

Business

Response:

This

is in response to a complaint filed by Ms. [redacted] S[redacted], received by Verizon Wireless on September 25, 2014.

Ms. S[redacted] reports

that on August 30, 2014 she ordered new phones with accessories, but the

accessory package was incorrect. She

states that she contacted customer service and was advised to take the accessories

to the local store for an exchange. She

states that the store was not able to process the exchange and she was advised

to return the accessories to the warehouse.

Ms. S[redacted] is requesting that the correct accessories be sent out

and the credit applied to the account for the price difference.

In an effort to investigate the

aforementioned concerns, the Executive Office spoke with Ms. S[redacted] on

October 2, 2014. Ms. S[redacted] stated

that she placed the order for the correct accessories. She stated that the order with the incorrect

accessories was sent back to the warehouse. Ms. S[redacted] was advised that once the

accessories are received, the total credit will be applied to the account.

Verizon

Wireless appreciates the opportunity to respond to all concerns and apologizes

for any inconvenience this matter may have caused. If there are any questions regarding this

matter,

Ms. [redacted]

S[redacted] may contact me directly at ###-###-####

or toll free at ###-###-#### ext

[redacted] Monday through Friday between 10:00 a.m. and 7:00 p.m. Eastern Standard

Time.

Consumer

Response:

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

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

I am sorry it came to this and I will be completely satisfied when the total of the accessories is credited back to my account. It's unfortunate, but I will be leaving Verizon.

Regards,

[redacted] S[redacted]

Review: I have been a customer with Verizon Wireless since 10/16/2014 and I have not had a working device since the very beginning. I have called into tech support at more times than I can count. Each time they take me through the same process. Take the battery out refresh the phone, factory reset, refreshing data on phone. I have requested a supervisor tech several times and still have yet to be connected to one, I'm either hung up on or sent to another department that isn't even tech support. Now of course I am within a two year contract, which I am ok with. I am not ok that they have me locked into a contract for a smart phone that cannot even do the basic functions that it is supposed to do. But oh wait, it is completely up to me to replace the phone and fix the mistake. And you ask how I can fix? Oh just by taking MORE money out of my pocket to get a new phone. Or by the new solution I was given. Send the phone back to the manufacturer and wait until they can assess the problems and correct. But hey go without a phone for 3 weeks and still pay your bill on time. Verizon is a complete Joke to me at this point. My contract should be up in October of next year. But OH WAIT, theres more! I had to upgrade the phone, because I was promised that one would work, say hello to fresh two contract in May for services that DO NOT work properly.Desired Settlement: I don't really need a refund, I need a working phone, and if that cannot be accomplished I want to be out of the contract with the freedom to go with a company that values a working phone and customer service a little more than Verizon.

Business

Response:

September 27, 2014

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains that she continues to experience issues with her devices after receiving assistance from the Verizon Wireless Technical Support Team. She requests to be sent a device to replace her existing device. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.

Our records show, Ms. [redacted] has reported several device issues to our Technical Support Team. On September 24, 2014, an exception was made to allow Ms. [redacted] to upgrade to a device of her choosing. The device ordered was a Samsung Galaxy S4 Mini which was delivered on September 26, 2014.

I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I offered to apply a one-time credit of $87.79 on her account for the purchase of the Samsung S4 Mini. The credit will appear on her 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 8:30 a.m. and 5:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

Executive Re

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 phone broke and so I was using a basic phone until I got my new smart phone. I called and the guy switched me to a pay by day plan. It was costing me a fortune to do this so I paid to be on a $35 plan bc it was taking longer than I thought t get my new phone since the store was out. The day after I paid to do the $35 plan I,finally got my phone. When I went to activate it it said I had to do $45 plan so I added another $15 bc I had done $35 the day before and a ton within the few days before that. But then my phone was charging me by the call affect so I called Verizon for the 4 th time then bc my phone was still messed up and kept costing me every time I called or text. Te lady said to not i.e. my phone much and it we take 1-3 days to credit my account back the $50. Well I had my grandpa in icu over having a tumor removed from his brain and I had to have a phone so I pd and additional $48...I waited nd money was never credited so I called again the lady said they declined it bc I was on a plan I explained yes I pd another $48 bc I needed a phone. So I talked to The supervisor who was rude and said she we only credit half the amount back but couldn't send it to my credit card so I could just change companies. Yet she never credited me at all my card or account. She just lied!!! I've waited way over 2 weeks...scrappy customer service. I'd rather deal with straight talk they may not speak good English but at least u don't pay $100 in a week or get lied to!!Desired Settlement: I want my time extended another month or my account credit for the extra month I paid...that's just for the money I already paid..there is nothing u can do with the frustration and ton of calls I've made to Verizon. I'm just sad I wasted money on a phone I can't even take to another company. Maybe some customer service classes for staff.

Business

Response:

This letter is to serve as our formal response to the recent complaint filed by [redacted]. In thecorrespondence, Ms. [redacted] states she was temporarily using a basic device while she waited on her newSmartphone and she was placed on the pay by day plan. Ms. [redacted] states this was very costly so she changedto a $35 basic plan; however, she states the next day her new device arrived and it required her to change herplan to $45 Smartphone plan. Ms. [redacted] states she added over $100 to her prepay phone in a week. Ms.[redacted] to have her credit refunded for the extra money she has paid or issued a credit to cover one month.Upon receipt of your correspondence, we conducted a thorough review of Ms. [redacted]’s prepay account. Ourrecords indicate on May 12, 2014 Ms. [redacted] activated Verizon Wireless prepaid service on an ALLSET $45(unlimited talk/text and 500mb data) plan. On October 4th Ms. [redacted] changed devices and moved to $1.99Daily Plan (unlimited domestic voice, $.02 per text message) plan. During this time Ms. [redacted] loaded moneyto her account a few times. On October 13th Ms. [redacted] activated her new Smartphone and moved back to heroriginal plan.On November 8, 2014 Executive Relations applied a system credit in the amount of $45 and processed areplenishment refund in the amount of $45 back to card ending 2360. Our office has made severalunsuccessful attempts to reach Ms. [redacted] via phone and email.Verizon Wireless would like to apologize for any inconvenience this has caused. Should Ms. [redacted] have anyadditional questions surrounding this correspondence, please do not hesitate to call ###-###-#### Mondaythrough Friday; between the hours of 8:30am-5:30pm EST. Thank you for contacting Verizon Wireless.

Consumer

Response:

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

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

Regards,

Review: Verizon is charging me for data usage while I'm connected to Wi-Fi. After months of calls, email, testing, and even a new phone.....it's still an issue. Furthermore, despite multiple representatives promising I wouldn't be charged a $15 overage in error. I have made repeated attempts to contact Verizon and have been ignored. This charge needs to be removed.Desired Settlement: $15

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to the complaint forwarded onbehalf of Ms. [redacted]. In her complaint, Ms. [redacted] desires fifteen dollars as a result ofbeing charged overages while connected to Wi-Fi. Verizon Wireless sincerely regrets anydissatisfaction this matter may have caused.I have thoroughly investigated the data issues Ms. [redacted] has reported. Our records indicateMs. [redacted]’s November 2014 billing statement reflects a data overage of $15.00. Thoroughrecords reflect no abnormal patterns connecting to Wi-Fi or running excessive data usage.In speaking with Ms. [redacted], I addressed her concerns and the above findings. As a courtesy, Iagreed to provide $15.00 towards the data overages. Ms. [redacted] expressed satisfaction in theresolution provided, and had no further concerns.Should the Revdex.com or Ms. [redacted] have any additional questions or concernsplease contact me at ###-###-#### during my business hours of 9:30 a.m. to 6:30p.m. (MST) Monday through Friday. For other account related issues please contact CustomerService at ###-###-####.Sincerely,S[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.][redacted]