Verizon Wireless

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,

In December 2015 I stopped into a Verizon store to check out their current deals, mostly to make sure we were still getting a great deal at our current carrier. While there the salesman told me how they were offering new customers $350 credit to switch, per phone. So I asked for more info. I was basically told that we could leave the store with two new phones, two Gizmo watches for my kids and even a tablet with no money down and enough of a credit that we wouldn't have a first months bill. I thought it sounded good, and so did my husband so we went ahead and made the switch.
Right away I my sons watch didn't work at all. So I brought it back to the store the next day and was charged a $35 restocking fee to exchange it. Then the next day I realized my device was not working as it should be, so I had to drive out to the store, which was 1 hour away for them to look at it. They told me there was nothing wrong with it and sent me on my way. I called customer service and they ran diagnostics on the device and determined that the battery and hardware had defects and that I should return it and get a new device. I went to a closer store to do that return and got my new phone.
Meanwhile, we got our first bill. Almost $400 for only a week or so of service. I took my bill into the closer store and they found out that the first store had never applied credits to our account. So we got a total of $200 applied towards the bill. I paid the remaining balance. While at that store they convinced me to try out a device that hooks into the car and acts like On Star (Hum by Verizon). They discounted my bill by $35 since I shouldn't have been charged that fee to begin with, for agreeing to try out the device. Once it was hooked into my husbands car, it kept calling support and he finally said to take it out. Once I did, his gas gauge stopped working. I tried to get resolution from customer service and they couldn't tell me anything. So I returned the device to a store. I was told that I would have to pay $37 to return the device or that I couldn't leave the store. I paid the $37 and I asked if that was my restocking fee to which they said yes. However as soon as I left the store I saw that I was again charged $35 on my account for the restocking fee. I called the store manager back to ask him about it and I was yelled at. So I called customer service, very upset and again was yelled at by the man on the phone. He said what I was seeing was not a bill but a credit.
Today I got a notice on my account that we are pass due on the $35 fee. I've contacted the Revdex.com to file a dispute. The man who contacted me through corporate has been no help. He says that there is a credit on my account, yet it is still showing up as past due. I've called customer service multiple times and even talked through chat with them. Today they had me in tears and there is nothing I can do to get out of this relationship. To get out would cost us our devices, plus $770 plus our current bill. Then I would have to purchase new devices at a different carrier.
Please beware - Verizon will lie and cheat to get your business and then trap you.

Verizon is HORRIBLE! my husband and I got on the Edge plan. We could cancel anytime and owe nothing since we paid for our phones up front! About 10 months later we switched carriers. We called Verizon not once but TWICE and also went to THREE different stores with the particular question " we will owe nothing if we cancel our service?" So after asking the question 5 times , 2 of which are supposed to be recorded, we canceled our service. FOUR months later we get a bill for $1000!!!!!!! There was no description on the bill stating what it was even for!!!! So after calling and spending the better part of the day on the phone we got the answer....it was for our phones.....that we had already paid for!!!!!! It is now over a year and it is still not settled. Buyer beware and stay FAR FAR AWAY from this company!!!!!

WORST CUSTOMER SERVICE EVER!!!! Beware - you will wait on hold for hours with no solution. They couldn't care less about you as a customer and are only out to get your money. They charge you fees you shouldn't be charged for and if you cancel your service mid-month you have to pay for the WHOLE MONTH EVEN THOUGH YOU DIDN'T HAVE SERVICE!!!!! Talk about horrible ethics. I will never again do business with Verizon and will be sure that no one else that I know does either!!!!!!

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,

I would NEVER again do business with verizon even if they were the only phone carrier in my area. I would rather be without service than to deal with them and their uncaring and uncompromising attitudes ever again. They care more about money than people or their inability to continue their previous lifestyle after job loss occurs. They are unaccomodating and they make it difficult to even talk to them if you forgot your billing password. They may have the biggest network, but they have the worst customer service of any carrier I have ever dealt with.

Smart rewards program is really a data mining scam that does little to reward customers at all. One must enroll in Verizon Selects in order to use the points at all. Verizon Selects enables Verizon to collect data on virtually every online activity customers do.
Verizon lures customers into the program by alerting them to the fact that they have already earned a large number of points. However, this large number of points can not be utilized to pay Verizon bills or to purchase their merchandise. Daily deals and sweepstakes are a feature of the program. Daily deals allow customers to use only a limited number of points for an extremely limited number of items. One has to log on at 2 PM ET daily to attempt to purchase the daily deal- within a matter of seconds the item is sold out. Sweepstakes allow customers to bid points on merchandise.
Gift cards for other companies are available at a discount by using points. However the points the customer is allowed to use is capped by Verizon. For instance, one can use 500 points towards 5 dollars off a 50 dollar gift card, but never 5000 points to outright buy the card. Merchandise can be purchased just as cheaply elsewhere- once again, Verizon caps points usage so only a discount can be applied - never a full purchase made.
It's very easy to be lured into the program, thinking it will be similar to the rewards program on your credit card, which essentially assigns one penny value per point.
However, it is not at all like that.
Despite hoards of complaints, Verizon refuses to change the program at all, and constantly defends it.
Customer service for smart rewards is open only M-F business hours with little to no possibilty of actually getting through to a human being.
Verizon also charges the highest prices in the industry for phone plans, and refuses to waive any of their fees under any circumstances.Customer service agents are often extremely rude.
In my opinion, data mining like this should be illegal.

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 cancelled service on 12/04/2015 and transferred phone number to another carrier on 12/04/2015 which is 2 years from the date the contract was initiated. Verizon has included a $120.00 early termination fee. When I called to inquire how to resolve this issue, they stated I would have to reactivate the phone for an additional 24 hours which would also incur another bill and reactivation fees as service dates were 11/05-12/04.Desired Settlement: Requesting that the early termination fee be waived. I have every intention of paying my last months bill, as I have been a loyal customer in good standing during the 2 year contract period as records indicate. I feel the early termination fee of $120.00 is substantially over-exaggerated.

Business

Response:

Upon receipt of this complaint, a thorough review was completed. Ms. [redacted] expressed her dissatisfaction with being charged $120 early termination fee on the line ending in #[redacted]. Ms. [redacted] believed her contract ended on December 4, 2015 and should not have been billed a penalty for deactivating her services. Please accept our sincere apology for the difficulties you experienced with our company. The experience you described in your complaint is certainly not the high level of service we aim to provide. After further investigation, the contract end date was December 5, 2015. Ms. [redacted] cancelled one day prior to the actual date. We valued and appreciated your business during your active service with Verizon Wireless. As a gesture of goodwill, we have extended a courtesy release from her contract and waived the $120 early termination fee. Ms. [redacted] accepted the resolution and is satisfied with the offer. Verizon Wireless appreciates the opportunity address your concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly toll free at ###-###-####, Monday through Friday between the hours of 9:00 AM and 6:00 PM EST

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: 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]

Review: Within 12 months I have paid $7,658 on my cell phone bill and my phone bill still tells me that I owe $1,200 I pay my bill more then once a month and my phones keep getting turned off for non payment. My yearly bill should be around 4,200 (with my monthly bill being 350 a month and it shouldn't be that high) even if my phones got turned off every month that is still only another 1080 and my yearly bill would be 5300. so I don't understand how I have almost doubled that payment and yet still getting my phone turned off for non payment . I think I am being ripped off!!Desired Settlement: I want my phones back on and this matter looked into!! It's ridiculous that a cell phone bill is more then a mortgage payment!!! Verizon needs to be looked into!!!

Business

Response:

October 30, 2015 I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains she does not understand how she is making payments each month and continues to get interrupted. Ms. [redacted] requests assistance regarding this matter. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns. I spoke with Ms. [redacted] to address her concerns and my findings. I explained her monthly billing costs are directly related to the balances carried month over month. In an effort to provide a satisfactory resolution, I offered to apply a one-time adjustment of $240.00 for her reconnection fees. 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, [redacted] A. [redacted] A. 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: 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: 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: 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: 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 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 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,

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: I upgraded 2 phones in February. [redacted] was the person who upgraded my plan and phones.My monthly bill should be about $230 before tax.But I paid $289 for the first month because [redacted] told me I will get credit back next month.The amount should be about $210.But now I got a bill with $255 and I called the store and was told [redacted] left the store.And there is no way I can find him.I called the store and 611 (Verizon wireless support for many time, but the issue is not solved.Desired Settlement: I want Verizon wireless credit my account as [redacted] promised.

Business

Response:

There is currently a $90 credit on Mr. [redacted]'s account. On 4/15/15 - $85 credit was applied for the plan access & on 4/27/15 $5 credit was applied for the late fee. All adjustments have been applied. Because of the adjustments, Mr. [redacted] currently has a zero balance on his account.

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,