Verizon Communications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am currently in email communication with *** ** ***, a customer advocacy liaison from Tampa Fl, and she is reviewing the screenshots I sent her by emailThe issue has not yet been resolved but I believe she is working on itI also got the voicemail and number that was listed in Verizon's response but did not call them back because I was already in communication with one Verizon employee and thought those notes would be passed on by them internally
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

A Verizon field manager contacted the customer who agreed tofax him a copy of the electrician’s bill for repair of the damageThe managerwill process payment for the damage claim

According to Company records, the customer madechanges to her package. The monthlyrecurring charge is not $175. TheJanuary**, bill reflected $for an outlet activation fee (2ndpayment of three), $data activation fee (2nd payment of three). The bundle rate is $
($in bundlediscounts). The customer has fullyloaded entertainment package with 50% off ($off for twelve (12)months). Four erquipment tv package$34.99, wireless router $5.99. The totalestimated monthly recurring charge including taxes, fees and surcharges is$ Subsequent to request, I was also sent the emailconfirmation emailed to the customer that reflected estimated monthly chargesof $136.57. The same email stipulated thatthe first pro-rated bill (pro-rated charges plus one month in advance) would be$189.15. I was also advised that thecustomer was sent the $gift card. I was advised that coaching will be given to the twooriginal representatives who negotiated *** ***’s package. Specifically, it will be emphasized that thecustomer must be advised that due to pro-rated charges, the initial billingsubsequent to changes made may be artificially higher than the promised monthlyrate On behalf of Verizon, I apologizeif this information was not provided to *** ***.Subsequent to my speaking with *** *** onFebruary*, 2015, I forwarded her concerns to our billing department. Multiple attempts were made to reach thecustomer but were unsuccessful. Noadjustments are warranted as the billing is correct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
######### please remove my name, phone number and address from the text of the complaint as well as Verizon's response I do not authorize the Revdex.com to publicise my personal information as stated in any text or file
Sincerely,
*** ***

The customer stated she was misled about her FiOS billing,claiming she was not advised that movie channels (Fully Loaded EntertainmentPackage) was free for months, then 50% off and she wanted the earlytermination fee waivedVerizon contacted the customer and explained that theemail we sent her on
the day the order was placed clearly states the moviechannels were free for months, then 50% offIn addition, the customerreceived a $gift card, so Verizon would be unable to waive any earlytermination fee

Verizon representative spoke to *** *** who wants $gift card says she was promised. We advised customer she has quantum tv free for 2yrs insteadThis was explained on the previous complaint she sent in. The customer hung up.She doesnt want to change to the package or increase her internet speed. The bill is higher because she added non published service. Verizon will not be changing our position on this. Case closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Please be advised Verizon records shows a new check was releases January *, 2015. I spoke to *** *** today and he confirmed he received the check. We apologize for the inconvenience and frustration this matter has caused We trust this provides your office with the information
required in this matter Thank you, *** *** *** *** *** *** ***

A Verizon escalation representative spoke with *** *** on 3/**/After review of his account, it was found that the $billing for service from 3/was done in errorThe representative has adjusted the charges in full?

Company records indicate Account Number *** for *** *** had a balance of $This account was for High Speed InternetThe account was to be closed when *** *** changed to FiOS InternetOn 3/**/15, a credit was submitted to credit the account in fullVerizon will
follow up to ensure the credit is processed and the account is removed from his credit report*** *** has been provided direct contact information for any concerns regarding this matter.?

Our business office representative reviewed ad and order information that the customer faxed overWe explained to the customer that the advertisement does not offer $gift card and free Quantum tvQuantum tv is a savings of $22xmonths= $Gift card is $Quantum tv
is a better deal because of more savings, but the customer is not able to have both promosThe customer currently has the Quantum tv promoWe also explained $is for Select hd which the customer told us she upgraded to Extreme tv because she was missing one channel. We explained that is why she is not receiving $price. She advised she will change companies and will not pay early term fee and hung upWe called her back to advise if she goes with another company she will need to contact us by Jan*, or there will be an early term fee of $The cusotmer replied OKNo changes made. Verizon stands by our position. Case closed

Revdex.com:
After numerous calls to Verizon and the credit bureaus, I was able to resolve this issue on my own
Sincerely,
*** ***

Good afternoon, The charge is valid and will not be removed from the accountPer the technician's close out comments " Isolated slow speed issue with coax wiring, gets 50/speed at the ONT (Optical Network Terminal)Customer refused wiring, will do it himself, Advised of service charge of $91"
The issue with the slow speed has to do with the wiring in the customer's homeOur technician went out and proved that the issue was not with our equipmentFurthermore, customer did not have an inside wire maintenance plan which would have covered the visit regardless of whether or not the issue was with our equipment or the wiring in the homeCustomer is responsible for the wiring in his home as it is his and does not belong to VerizonAgain, labor charge will not be removed from the account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved I would note that because I'm traveling abroad I could not verify text messages or mail responses from the business and would suggest that for future communications of this type they use e-mail
Sincerely,
*** ***

Verizon apologizes for the inconvenience caused. However, Verizon's position remains the same. No further action is warranted

A Verizon billing representative made contact with *** *** to address the complaint. Upon contact, the representative reviewed all orders placed from September **, through November **, 2014. Upon review, the representative noted some of the orders were placed online by the customer,
changing the television plan, resulting in the increase. The representative explained to *** *** without a contract the account is subject to rate increases. In an effort to assist with reducing the bill, the representative informed *** *** $30/month discount can be added to the account to reduce the bundle rate from $to $(less taxes, fees and equipment). The representative informed *** *** any changes made within the month period to the television or data services will result in the lose of the rate and she will not be able to retain the rate in the future. Additionally, the representative confirmed the returned equipment is received in Verizon's warehouse and the unreturned equipment fee will be removed from the billing profile within days. Also, the customer expressed interest in establishing a payment arrangement, which was cared for by Verizon Financial Services. *** *** had no further concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** *** ***, ** I have resolved this complaint with Verizon.Thank you,*** *
***, ***

A customer service representative issued a credit for the full balance of $100.97. A request has been submitted to the credit bureau to remove all negative credit reporting

Subscribers with Term Plans; Early Termination FeeEXCEPT AS OTHERWISE SET FORTH IN THIS AGREEMENT, IF YOUR BROADBAND SERVICE OR ANY COMPONENT OF A BUNDLED SERVICE PLAN IS TERMINATED BY YOU OR BY US AS A RESULT OF VIOLATION BY YOU OF THIS AGREEMENT BEFORE COMPLETING YOUR TERM PLAN, THEN YOU AGREE TO PAY VERIZON THE EARLY TERMINATION FEE SET FORTH IN THE PRICING PLAN YOU HAVE CHOSENIf you terminate Service at your location, your existing Term Plan cannot be carried over to a new Service locationThis Agreement becomes binding when you accept this AgreementYou accept this Agreement and Verizon’s terms and charges when you subscribe to, use or pay for the Services or tell us orally or through written or electronic means that you accept the AgreementIF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS, DO NOT USE THE SERVICE AND CONTACT US IMMEDIATELY TO TERMINATE ITYOU WILL BE RESPONSIBLE FOR ANY CHARGES ASSOCIATED WITH THE SERVICE UNTIL THE SERVICE CANCELLATIONPrices and FeesYou agree to pay us for the Service at the prices and charges that are billed to youBilling for the Service will begin automatically (i) upon installation of the Service if the Service is installed by Verizon or (ii) on the Due Date established by Verizon (after the equipment has been delivered) if the Service is self-installed by youMonthly recurring charges will be billed one month in advanceAll charges due are payable in immediately available U.S.PaymentYou must pay all bills or invoices on time (on or before the due date)We do not waive our right to collect the full amount due if you pay late or if you pay only a part of the billThere are other terms and conditions that are a necessary part of your agreement which you should reviewThose terms are available at verizon.com/terms and are also provided on or before the installation of your FiOS servicesIf you are a new customer and you don't agree to those additional terms, you can cancel your order before your services are installedwithout an early termination fee

Good afternoon, Claimant called in on 11/**/and spoke with a Verizon Rep at 11:28am who issued the requested credits on the account for time out of serviceClaimant accepted the adjustments