Verizon Online/Fios/DSL Services for Metro Washington DC

Review: My husband and I set up Verizon Fios cable and internet in our new home due to our previous satisfaction with your product. Within a week of services starting, we received a letter stating that you needed to prove my identity in order to continue services. I called to inquire why we were receiving this and we were not given an answer. From the beginning there was clear miscommunication between representatives. When we finally got an answer we provided the requested information: Passport, Utility Bill, and letter from the Social Security Office, We were informed that your identification requirements were met, then told that they were not met in another phone call the following day. After more forms were sent including our marriage certificate, and after about 20 phone calls back and forth with the investigations department we were guaranteed that our services would not be disconnected. After this guarantee, the services were disconnected anyway. That in itself is infuriating. I took off work to get the requested information from the Social Security Office to prevent this, and I was guaranteed that it would not happen. Everything that we programmed and had recorded on our set-top box was lost.

You would be shocked by the numbers of hours I spent on the phone with many poorly informed personnel. I have attached the phone records to verify this claim. After setting up the new account as instructed, we were told that activation would happen in 3-4 hours after we called. When we got home that night, we were told it would not be turned on for 3 days. This was completely unacceptable and we should not have been lied to by the ordering representative. We then asked if we could cancel the new account and start over to get the account turned on immediately and we did not confirm that we wanted this done but it happened anyway. We then had no account and the offices were closed, meanwhile, we are planning a party which required internet and cable.

Representatives transferred me around to all different departments and I asked every time to speak with a supervisor and that never was honored. One representative guaranteed that he would call me the next day to make sure everything was taken care of for us and he failed to do so, (employee ID [redacted]). After calling again and again, I was told that a supervisor was looking over my account so they could help me. I was put on hold for 1 hour exactly and then transferred to a different department automatically, where I had to explain everything yet again. I asked for a supervisor again and finally, during probably call number 32 to Verizon, I was able to speak with [redacted], (spelling unknown). [redacted] was very unsure why they treated this as a new account when all that was necessary was a simple activation that could be done by the press of the button. Already knowing this, I was glad that finally, 1 out or 32 representatives was willing to help us. She activated our account for us and we were grateful but still unsatisfied due to the month long struggle with this brand new account. We asked for compensation and were given a $50 credit which is insulting due to the incompetence and unhelpfulness we received from Verizon’s staff. [redacted] let me know that she would call me in a week when she knew how we could be compensated. She did call and then said she would call again in a few days and that, she did not do. Instead, I have called her and left many messages on her direct line, [redacted]. None of my calls have been returned and I even did live chat (ID [redacted]) and was told that they would have her call me.

Not only was all of the above absolutely unacceptable, we then received a deactivation fee of about $240 which was laughable as we were not going to pay a deactivation fee for this mess that was started by Verizon. We had that charged taken care of but we are still incredibly unsatisfied. The process I encountered was truly deplorable, egregious and bordered on incompetence from employees throughout all departments with which we dealt. The situation described above is totally intolerable.

Because of the mental anguish and inconvenience of not having services that we pay for along with having to take time off from work to go to the Social Security Office, I am requesting the following compensation from Verizon:

• Compensation of fees charged for first and only month for old account, number listed above.

• One month free of services from Verizon, totaling about $150 for our second month under the new account number listed above.

• A $50 gift card for which we had a coupon but were denied when we first set up our account because, “it was too complicated for us to do on our own”.

I contacted Verizon Presidential Appeals and they refused the credit, stating that we were contacted on June 8th about the fraud issue. We didn’t move in or set up services until June 16th and we received not one phone call regarding this until after I called them. The first thing we received was a letter from the fraud department mind- July and I made phone calls after that. The incompetence level of the staff is horrific.

I would hate to think I would have to discontinue my loyalty to the Verizon brand and the company. However, if this can’t be straightened out, I will no longer be a customer. Given the tough economic times, as a consumer product company, no one can afford to have dissatisfied customers. If I don’t receive the compensation outlined above, I‘ll forward my complaint on to the Revdex.com and the local ABC TV station consumer complaint segment called “Seven On Your Side”. Thank you for attending to this matter. If you have any questions or care to discuss this further, please feel free to contact me.

Sincerely,

[redacted]Desired Settlement: First and only month of account #1 - fee waived

First month of account #2 - waived

$50 gift card that we should have reecived for setting up services on our own, (we had a coupon).

Business

Response:

Verizon's Fraud Escalation team representative spoke with **. [redacted] and provided information regarding the process that is followed with regard to the fraud alert on her account. The detail of the contacts were provided. Verizon has determined no additional credits are warranted.

We trust this information will help to resolve **. [redacted]'s concerns.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Verizon does not care about their cusomters AT ALL. No one has done anything to resolve my dissatisfaction, instead, they have made up notes in their records that did not happen. Example: someone called and told me that they first contacted me on June 3 regarding the fraud issue. We didn't set up the account and move into the new place until June 16. Everyone I speak to has a terrible attitude and does not do a thing to help the situation or put me, the customer, in a better state of mind with their company. Hands down, the worst company I have ever dealt with. I do not want to get another phone call from any Verizon representative who will just give me the same song and dance.

If nothing else, we at least deserve the $50 gift card that we did not receive. - When setting up the account the first time, we had a coupon for a $50 gift card if we set up our box and router by ourselves. We were told that it was too complicated to do ourselves, so they had to do it. When they got there, we had to tell THEM how to do it. The $50 credit we got before is simply unsatisfactory. The $50 gift card is the least they can do to satisfy this situation.

Regards,

Business

Response:

[redacted] was contacted by Verizon's Fraud Escalation team representative on 08/20/13. The representative confirmed the details of the fraud alert and dates; the initial contact date was confirmed to be 06/18/13 and not 06/03/13. [redacted] was advised of the process that has to take place when Verizon receives a fraud alert.

Verizon's Customer Service Escalation team representative reviewed [redacted]'s account. The self install did not work because the customer still had equipment from the disconnected account. This equipment had to be reused for the reconnect. Had Verizon not been contacted about the fraud alert and Verizon's Fraud department been contacted when requested, the service would not have been disconnected. The self-install gift card for $50.00 is only issued when a tech visit is not required. As [redacted]'s service was disconnected due fraudulent issues, she was informed by the Verizon representative a tech install was recommended because it would be needed to reconnect her service. Based on this information, [redacted] does not qualify for the $50.00 gift card for self installation.

After further review, Verizon stands by its original response and no further credits are warranted.

We trust this information will help to resolve [redacted]'s concerns.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: They are confused about what I am talking about. When we FIRST had the services set up, someone had to come out to set it up initially. When it was disconnected and reactivated, no one had to come out because no installation was necessary. I want the $50 gift card we should have gotten when we could have set up services on our own on Just 16th. Additionally, I DID contact them after we got their letter and I DID send them what they needed. Not once was a time limit issued and not once did I ask for more time as they claim.

Again - If this has not been made clear already - We statred services June 16 and had a coupon for a $50 gift card if we set it up ourselves THE FIRST TIME. We were told it was "too hard" and then we had to tell THEM how to do it when they got there. AGAIN, when it was deactivated and reactivated, no one came out to fix it becuase they just had to turn it back on. I am not sure why this is so hard for them to figure out. Their attitudes are absolutely UNACCEPTABLE and THEY caused all of this with the fraud accusation.

Regards,

Review: Originally when I signed up with Verizon services my package consisted of phone, cable, and internet. The monthly services fees were $183.00 for a 2 yr bundle package. After my 2 year bundle package my bill increased to about $205.00. I tried to down size from their ultimate package to the platinum package, but my bill increased even higher. A representative informed me the lesser the bill the more taxes would be added on which made my bill higher. I later figured out Verizon was taking certain channels from cable, not informing me, and I was still paying excessive fees. I'm sure they are doing this to all their customers. I was still paying excessive fees.

Product_Or_Service: Verizon Bundle Deal

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I have tried to down size a few times in order to save money. The economy is just as hard for the consumers as it is the business owners. From the time I requested to downsize my services to receive a lesser bill I would like to have to have a refund back dated. I would like to like to finally offered a reasonable package that I can afford, and not worry about hidden fees or discontinuation of my services without my consent or knowledge.

Business

Response:

I spoke with the customer on September 22, 2014 to acknowledge we are in receipt of their complaint which was referred to our Customer Sales & Service Center for review. The customer has a 2 Year agreement for FiOS Triple Play with $25.00 in discounts, $20.00 which wiil expire on April 19, 2014. The May bill increased by $20.00 due to the expiration of the discounts. The customer called in July downgrading the FiOS TV services reducing the bill by $5.00. Our representative spoke with the customer, explained the changes made to the account from 2013 to 2014 and the bill charges. The customer was advised they renewed her bundle services in June 2014 under a 2 Year Agreement and at present, the Early Termination Fee would be $210.00.They were told if they downgraded the FiOS TV service, the bundle rate would be lower however they would lose some channels. It was suggested they go out our website for channel comparison. On October 6, I spoke with the customer, apologized for the inconvenience. & advised her account is current. The customer is looking into other options. No changes were made to the account.

Review: I Ordered a new Business FIOS service with telephone service. waited for the installers on three separate occasions, but no one ever showed up. in the meantime Verizon took possession of my phone lines, even though they were aware that FIOS was not available in my location. Verizon has managed to waste 20 hour of my time and caused major agrravation. due to their incompetence.Desired Settlement: Install Fios in the building, than advertise that is available. and honor my order.

Business

Response:

Investigation determined our records incorrectly showed the

address as being fiber ready. Our engineering department contacted customer to

apologize for the misunderstanding and explained work required prior to the

provisioning of the fiber service to his building. We estimate service

available sometime next year. The customer confirmed he understood.

Review: Many of the Fios HDTV channels I am paying for do not work properly and cannot be viewed.

I have contacted Verizon several times but they have not corrected the problem.

Their technical assistance center could not fix the issue and their field technician came to my home and did not correct the problem.

Verizon charged me $91 for this home visit and I had to debate with them to get this charge deleted.

The technician suggested I pay more for an indoor wiring maintenance plan, which I have done.

Verizon said I cannot use this maintenance plan for 30 days. Further, I just received the terms and only telephone wiring is covered, not TV wiring. I have lived in my home for 20 years and not had any indoor wiring problems.

I continue to pay for services from Verizon which are not usable.

Please assist.

Best Regards,

[redacted]Desired Settlement: Repair my HDTV service so that all channels in my plan may be viewed clearly.

Business

Response:

[redacted],

Review: Dear Madame Or Sir:

Experience With Verizon Fios

Sequence Of Events

May 29th 2014 I call Verizon to cancel my internet service to lower our overall bill and to eliminate a $70 fee that is under used and not essential.

• Verizon provides the Voice-Over (landline phone) and Internet service.

• [redacted] provides the TV service.

• Verizon provides the billing for [redacted].

I explain the reason to the Verizon Phone Rep, Ms/Mrs. W[redacted] who proceeds to convince me that she can save me money and provide a similar service by switching and bundling my service to Verizon Fios only. We discussed my current [redacted] service and my families TV viewing habits, she assures me that she can offer a better plan.

I explain that I have two kids, 3 and a 8yrs old, so they watch the [redacted] Network, and [redacted]. Also my senior parents live with me, 83 and 84yrs old, they watch the local channels, news, including [redacted], and sports channels.

She offers me a package for approximately $165/month but I tell her that I want to discuss it with my family to be certain. Especially with my father, who lost his eyesight this past year but he uses the service the most, listening throughout the day. He’s been the primary subscriber for TV service since he’s been with us the past seven years. After 45 minutes of discussion Ms W[redacted] agrees to contact me the following day.

I discuss it with my wife and father who’s skeptical of package. Ms W[redacted] calls the next day and talks to my father and they agree upon the deal and price for approx $155/mo including taxes but she’ll call back when I’m home to confirm it and plan a installation date. A day later we confirm the agreement and decide on a installation date of June 12th 2014 to make sure the 2 year agreement with [redacted] has expired and there aren’t any penalties.

The installation proceeds as plan on June 12th by a very pleasant and professional tech name Joseph N. After a few days of getting to know the service my father complains that there’s no [redacted] or sports channels that he normally listens too. He had recently listened to the entire [redacted] Play Offs with [redacted]’s [redacted], and [redacted]. My kids were missing several of the channels including [redacted] and [redacted]. We couldn’t even watch/listen to the World Cup broadcast on [redacted], except in limited games on Spanish on [redacted].

Realizing that these channels were missing I called Verizon around June 19th to express my concern and displeasure with the service. I explained the entire conversation and plan by Ms W[redacted] with the phone rep, she pulled my file and explained that my package called Select didn’t include any of those channels, so I reiterated that that’s not what I had asks for. She proceeded to inform me that to include those channels I would have to upgrade to the next package called Preferred and that would be an additional $10/mo. I reiterated that that’s not what I initially requested or agreed to but she insisted and stated that a $10 Sports package was included in my service, which I wasn’t aware of but it still didn’t include any [redacted] channels! After about 30 minutes I refused to be bullied into an upgrade at that moment so I hung up to discuss it with my father and to decide a plan. My father was upset and conferred that’s not the plan that we agreed upon.

So I knew that I had 30 days to cancel their service or either find another provider or get the service corrected without a penalty or commitment.

Over the next several weeks I researched and contact providers and services online, email, and via phone with [redacted], and Verizon Fios. In general this experience is too time consuming and not easy or simple nor pleasant. Between work (self employed), kids activities, parents care & needs, and home provisions I don’t want to spend 30-90 minutes with each individual explaining or discussing a TV service but that’s what occurs.

I put together a letter stating my families viewing habits and channels to hopefully short cut the process but it doesn’t work. No providers directly responded to my emails except for me to contact them directly. Everyone attempts to sell services that I don’t desire even after reading or discussing my letter which why the process takes so long!

• [redacted] 7/1/14 online don’t provide service in my area.

• [redacted] 7/7/14/online with Jason, 90 minutes total, 30 minutes to get prices but not specific to my needs, another 60 minutes to get my needs price, wifi modem, 4 TV boxes, internet, phone, for approximately $105.48 a month, with no contract but I have to sign up now and confirm, then contact his office to re-confirm package & price; I give him my contact info several times during conversation so I can go back to work and he can email me with the final cost, and I’ll contact my father to confirm yet he insists for me to stay online, after 90 minutes I leave and ask him to contact me but he doesn’t.

• [redacted] 7/10/14 on phone with Aaron T[redacted], 60 minutes total, discuss service, family habits, $165/month includes a bundle - phone, internet, taxes ($20), 4 boxes, recorder box, hbo, 3 months free premium channels; agree to contact him to confirm after discussion with father.

• Verizon 7/12/14 on phone with a rep, then a manager after I express my dissatisfaction with the service and other provider offers; about 70 minutes total; He doesn’t attempt to rectify original offer but tries to match [redacted]’s offer but with less options; after 60 minutes I’m tired and frustrated and ask to cancel the service without the penalty since it’s before the 30 day period; he attempts to convince me not to cancel but to is dismay I stand my position and He determines that the service will be disconnected on July 15th.

• [redacted] 7/12/14 on phone with Erin, 35 minutes, explain entire sequence from the beginning, how I was convinced to switch by their billing agent Verizon but how frustrating the service has been but about the offer from [redacted]; She listens and attempts to match the [redacted] offer but can’t since they don’t currently offer internet or phone and have to use other providers but they may in the near future with their merger with [redacted]; she thanks me for our loyal 2 year service and hopes that we’ll reconsider [redacted] in the future and realizes that’s it just a business decision and not personal; She’ the most professional and genuinely kind tempered service rep that I’ve spoken with and I complement her, she actually listened to my frustration, desires, without trying to over sell or promise me some over-technical unnecessary service.

• [redacted] 7/12-14/14 via phone and email I attempt to reach Aaron T[redacted] but no response or reply?

• Verizon 7/13/14 on phone with technician because 3 of the 4 remotes don’t seem to be working correctly, one come on after turning off, multiple times, the other 2 switch to different channels than the ones pressed; we proceed to test them to be sure and tells me there is a back order to replace; I only receive one replacement which the TV still has to be press multiple times to turn off!

• [redacted] 7/14/14 on phone call service number and reach rep Ashanti D[redacted] and explain deal with Aaron T[redacted] but unavailable. She proceeds to help me for 45 minutes but essentially can’t give me the same deal but offers me her deal which isn’t as good and has additional conditions which were never discussed with Aaron; I refuse this offer which required a 2 year agreement in addition to a ridiculous 40% increase after the first year.

• Verizon Fios 7/14/14 on phone service reps Frank, then Tonya, then manager Mrs. B[redacted] (?), for 60 minutes; I have to explain the circumstance from the beginning with each person, they essentially can’t help me because there’s an issue that’s beyond their ability (I call this a Red Flag or Marker) attached to my account; Mrs. B[redacted] is the manager with the department that can rectify my account; I explain the circumstance from the beginning and I’ve found the service online that suits my families needs (no contract with a 2 year guarantee bundle for $128/month total (3 months free premium channels); she explains that I can’t receive that service due to the circumstances of the account (Red Flag) so I’d have to wait 3 months to be eligible for any specials because I’d put in a cancellation order but she can offer me another service (essentially similar to the June 19th offer) $137/month with 3 months free premium channels, which would start on June 12th, and a 2 year contract; At this point tired of the whole process and ordeal, so is my father, so I proceed but I’m upset because I think this seems retaliatory and the service has not been correct or very customer friendly from the beginning. No one even offered to apologize or rectify the original mistake.

The most recent issue is a $675 bill, which my father or I can understand. On August 1st I call Verizon to attempt to resolve, I dread the process because I know that it will take 30-60 minutes at least to rectify. Again I have to explain the entire circumstance to the first rep then a manager, John S[redacted] who promises me he’s willing to help and to provide a resolution. He nor the prior rep could explain to me why the bill was $675. I explained that even if we had remained with the original service with their Phone and Internet combined with [redacted] it would be $466-284 for 2 months but it should be less because of the switch $292 ($155 + $ 137)? Even if there was a few days carry over from June 7th (end of their billing cycle) thru June 12th it shouldn’t be that much?

John couldn’t explain it but wanted me to call [redacted] to make sure that there wasn’t any additional fees but I assured him that I had spoken to them and they had sent me a letter stating that my balance was $0 and nothing was owed. Yet he insisted that for him to help me I would need to confirm that and get a cancellation #, which I said that they didn’t provide one except for my account #. He restated his position and said he would give me a few days to do this and would call be back on the 5th to finally get this resolved. Again another 70 minutes on the phone!

On the 4th I called [redacted], the rep Bob W[redacted] confirmed what I had said, that they only need the account #. Bob was very knowledgeable, professional, courteous, and surprised that Verizon lured me away and then did a bait and switch. I expressed how frustrating and agonizing this whole process has been including the billing mistake and the time invested. Bob proceeded to offer me an incredible deal and I said that I would discuss it with my father.

By the way John S[redacted] never called me back after promising me that he would resolve the bill. Now I still have to call Verizon and hopefully resolve this as well. My father suggests that I speak to someone in the finance department because they might understand?

Recently the box or remote in my parent’s room was out for two days, stating that the cable was disconnected, which it wasn’t. So I attempted to reset it numerous times (by unplugging the power cord and/or the cable) at least 5 during that time but I couldn’t get it to reboot. After two days it came back on it’s own!

I don’t think that any consumer should have to tolerate this kind of service, especially at these rates! My wife and I own a small business and we’ve never treated clients or potential clients with such poor service but will overcompensate them for any minor mistake! I will send or email this letter to any and all consumer business services, including local and state representatives. Someone needs to step in to help and protect consumers like me. I know that I’m not alone, recently the Post had an article that stated that over have of TV cable subscribers would prefer to get rid of their service if they had other options.

Sincerely[redacted]Desired Settlement: I would like a fair and prompt resolution without any penalty and thats not more time consuming that's need.

Business

Response:

Verizon's Customer Service Escalation team representative reviewed [redacted]'s account. Verizon's Customer Service Escalation team representative spoke with [redacted] on 08/15/14 and reviewed his bill. Verizon records show he was being charged for [redacted] through 07/29/14. Verizons Customer Service Escalation team representative did a 3-way call with [redacted] and [redacted] advised [redacted] called on 07/12/14 to disconnect their service and they stopped billing him on 07/12/14 and they will be sending [redacted] a refund of $99.48. [redacted] was advised the [redacted] charges are still reflected on Verizon's bill and are due to Verizon. [redacted] advised he will dispute any further [redacted] issues directly with [redacted].After reviewing [redacted]'s Verizon's bundle package, [redacted] advised the original TV package did not have all of his channels in it. Verizon records note when [redacted] called to disconnect the service, and a $30.00 monthly credit for 12 months was added to the account. Verizon's Customer Service Escalation team representative reviewed his plan and determined there wer no better offers. [redacted] was advised if he was to break the contract, an Early Termination Fee would apply. Verizon's Customer Service Escalation team representative issued credit for the activation fee and outlet fees as [redacted] advised he had not been advised of those. The total credit was for $72.10 and should be reflected on [redacted]'s September bill. [redacted] has the Customer Service Escalation team representative's number should he have any additional questions or concerns regarding his Verizon bill.We trust this information helps to resolve [redacted]'s concerns.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:1. What wasn't addresses is the poor service!

Review: After canceling the service because Verizon was unwilling and/or unable to provide internet service, Verizon agreed to zero out our account in ints entirety, however, we still receive bills every month. Verizon has failed to honor the agreement. In addition to internet service, TV service did not work, since many TV features required internet access. Verizon promised we would receive no further bills and all past bills would be taken care of. True to form, Verizon has lied and over promised.Desired Settlement: Our account needs to be zero'ed out immediately with no further bills sent!

Business

Response:

Account is question is at a Zero balance. Informed [redacted] and provided my contact info should she have anymore issues.

Review: We decided to shift to Verizon after several inquiries about their service and a new service for Internet and TV was set. A team of two technicians arrived and while trying to install the two services one of the technicians used my laptop and tried to activate the Internet, I don't know what he did but when he was working on my computer and filling a form he restart my laptop to check the status of the Internet but the computer never restarted. The technician talked on the phone and said he is going to do another duty close by and come back to activate the Internet. He left his name and his cell phone but he didn't come back again. I called him and left him a message. But he never responded. I suspected of something going wrong, I contacted customer service and opened a ticket until another technician came next day and saw my laptop still was in comma and never started again. He felt very sorry and promised will fix my laptop. Although he troubleshoot the Internet connection but the damage to my computer was not recovered. Later based on their promising to fix my computer asked me to diagnose and give them an estimate. That I did but they directed me to other people as supervisor and their insurance and finally I paid $70 for diagnosing and the report of the damage and faxed to their insurance. I received a letter from their insurance that they denied to pay the damage because the diagnose doesn't prove that the technician caused this damage. The main reason we moved to Verizon was to save money but now a bigger loss was the result. They have sent two bills since then and I want somebody help us.Desired Settlement: Pay to fix the computer and transfer of my data around $700 or credit it to my billing account

Business

Response:

Upon investigation, the local manager informed he spoke to the two technicians that were on site and was informed **. [redacted] was experiencing PC problems prior to their arrival. Verizon's insurance company denied his claim; as it was determined Verizon is not liable for the damages. The local manager reached out to **. [redacted]and advised Verizon is not liable for the damages.

Review: On June 29th I placed an order on-line and received confirmation as well as email notification about my Verizon FIOS double play(TV/Internet) for $19.99/month with a two-year contract. The price is still showing in my account now. However, for the last three consecutive month, the monthly bill is still $44.99/month for the FIOS double play(TV/Internet). I have called many times and each time different representatives acknowledged the issue and said that they would fix it for me, either submit several 'rock ticket', would call me back later or simply gave me the refund, ect. However, for three month nothing happened and the error is still there. Also the 'activation fee' of $49.99 (separated in three month) should not be charged since I moved on June 21st, not activating a new service, which was confirmed when I requested the moving service with no activation fee.Desired Settlement: I request the refund for all the extra charges, the price difference and the activation fee. And I request to fix the billing issue so the future bill will be corrected. And I need formal explanation from the representatives why they failed to solve the issue without even notifying me. I also need my time and energy to be compensated.

Business

Response:

Verizon made contact with [redacted] to resolve his billing concerns. Upon resolution, the representative informed [redacted] credit of $49.99 is issued to the account, which will reflect on his next month's statement. Additionally, the representative informed [redacted] the 24 month discount has been added to the account, which will discount for the next 24 months; as the credit could not be added retroactive. The representative provided contact information to [redacted] for future contact, if applicable.

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: Our Verizon internet service has been down the last two days. On Tuesday, Verizon promised to send a technician and I cleared my calendar. Nobody came. Same story today - a manager promised to send someone, I cleared my schedule, and nobody came. Verizon does not honor appointments.Desired Settlement: Verizon should resolve the issue and provide compensation for my lost work time.

Business

Response:

System records reflect a trouble

ticket was created on 8/19/14 advising Data/TV services were out. A technician was dispatched on 8/21/14 , however

had no access to the consumers premise. A

second technician was dispatched 8/21/14 and made repairs to the ONT

restoring services. Upon receipt of the complaint filed, Verizon contacted the

consumer on 9/3/14 and confirmed that services were working properly.

Verizon apologizes for any

inconvenience caused surrounding this matter. Verizon does not compensate consumers for time spent, cellular usage, loss wages,etc. Verizon will however adjust a consumers account for the timeframe in which they were unable to access services due to an outage. Verizon will ensure the proper credit is applied to the consumers account.

Review: I moved in April and canceled my Verizon FIOS service. The balance on the account is $164.75. I have contacted verizon multiple times to have my refund check sent to my current address. Today when I asked to speak to a supervisor about my complaint I was disconnected. My Account is #: [redacted]. My new address is [redacted]Desired Settlement: I would like a refund check that includes the original $164.75 plus any additional late fees that vorizon would have charged me for being 3 months late mailed to my new address [redacted] CA [redacted]. I would also like a apology emailed to [redacted].

Business

Response:

Please be advised on

8/6/14 Verizon released the refund in the amount of $164.75 to the address provided by the consumer. We ask that the

consumer allow 5-7 business days for receipt. We have been unable to speak with

the consumer via telephone. Voicemail messages have been left for the consumer

advising of the above information and also providing direct contact

information. Verizon has also emailed the consumer this information.

Review: I responded to an upgrade on the TV set offering expanded bandwidth for my service connection. The upgrade was to 75 MPS and was accomplished by clicking yes to a prompt on the TV. I did this back in March 2014. I have been billed for the increased service since that time. Today (30May) I went on line concerning a problem I have had for over 6 months with my set top box/ DVR. It intermittently would loose the sound, or not respond to controller key inputs and recently will not program properly for recordings. I "live chatted" with someone who requested to see my account data and I gave permission. He saw that I had upgraded to 75 mps and immediately informed me that I had an old modem and required an upgrade for $100 if I wanted to receive the increased bandwidth. I asked why wasn't I told that when I upgraded and I have been paying for a service that I could not receive and that Verizon had the data available in their data bank to know this as they just informed me through his checking my account. He apologized but that did not fix my issue and it did not address my original complaint of a defective DVR, for which I still have no solution.Desired Settlement: As a minimum a refund for service I paid for but am unable to receive due to outdated equipment that I am being charged for. Verizon should not offer service updates on screen that they know can not be supplied due to equipment issues and there is no way for the consumer to know of this incompatibility.

Business

Response:

The customer originally had a Broadband Home Router [redacted] which will support 75/35 Mbps speed for wired connections. The maximum speed the BHR2 router can support on a wireless connection is 54 mbps. To get faster wireless speeds, we recomment upgrading to the new router. This is only for wireless speeds. A request was submitted to ship the customer a router at no charge on June 16, 2014. We were unsuccessfuly in our attempts to speak with the customer. An email was sent to the customer to confirm his issues were resolved. He e-mailed that we finally replaced the faulty Set Top Box and sent him a new modem that he did not need. He returned the modem and the faulty Set Top Box back. We e-mailed the customer apologizing for the inconvenience on June 24, 2014.

Review: Verizon

Legal Compliance Department

PO Box [redacted], Texas [redacted]

Mail code: [redacted] June 20, 2014

Sent via fax 1+###-###-####

Re: Triple play agreement made by Verizon representatives and not implemented

Account [redacted]

[redacted], VA [redacted] Legal Department:

Over the past four months Verizon has been providing false, misleading and deceptive sales strategies and I am at the end of the line for playing the Verizon game. Below is an outline of the sequence of calls made to Verizon and the representatives commitments made on behalf of Verizon.

02/22/14 I called and spoke with Verizon representative **. [redacted]. **. [redacted] informed me that he could not honor the letter sent by Verizon nor could he match my current triple play rate. **. [redacted] did state that he could provide the triple play for $74.99/month. That was a $60 per year increase over my current rate. He asked if I wanted to think about it. He informed me he would send me an email and that if I decided I wanted that plan to call any Verizon representative using confirmation number VA[redacted] and they would be able to implement this for me.

02/24/14 I called back and spoke to Verizon representative [redacted], I informed him of my conversation with **. [redacted] and informed him of the confirmation number VA[redacted] and my desire to move forward with the $74.99/month rate. He said that he could not find the confirmation number and that he could not honor the rate that **. [redacted] stated.

02/27/14 I sent a return email to **. [redacted] stating that Verizon representative could not find this order as he stated and I requested that he take appropriate action to implement this request. I also spoke to Verizon representative [redacted] and Supervisor [redacted]. They also had no information from **. [redacted] and that the best rate they could offer was $84.99.

02/28/14 After not hearing from **. [redacted] I sent a follow-up email to **. [redacted] asking about the implementation of our discussion of the triple play. I also spoke to Verizon representative **. [redacted] who stated he also could not find any information input for the order number and rate provided by **. [redacted].

03/03/14 I received an email response from **. [redacted] stating “I apologize for the issue you are having. I will call you on 3/2 to discuss the update to your account.” Since 03/02/14 had already passed I was confused by his email.

03/03/14 I sent a return email informing **. [redacted] that today was the third of March and that I did not understand his reference to 03/02/14 for a return call and requested that he call.

03/04/14 **. [redacted] called my home phone and left a voice message at 2:08pm which I still have as record. **. [redacted] called to address the issue I am having with my account and that if I could call him or email him back he would straighten out the issue and provide the monthly rate as discussed. Unfortunately **. [redacted] did not leave a return phone number to contact him.

03/04/14 I emailed **. [redacted] thanking him for implementing the new agreement and making the necessary adjustments to my account. I asked him to reach me via my cell phone or email. No email or phone call was received.

03/07/14 I emailed **. [redacted] again thanking him for the voice mail and confirming the triple play at the $74.99/month rate and requesting confirmation of the adjustment to the account. No response was received.

03/08/14 I called Verizon and spoke with Verizon representative Isaac to confirm that **. [redacted] had updated my account. Isaac indicated that **. [redacted] had not implemented or updated anything at this point in time and suggested I contact **. [redacted] via email.

04/07/14 I emailed customer support at Verizon and received communication from Jacqueline at the Verizon eCenter that she was confident she could assist me. Jacqueline requested that I fax my back up documentation to her but did not provide a fax number.

04/11/14 After doing significant follow-up to get a fax number I faxed the requested information to Jacqueline at the Verizon eCenter.

04/22/14 I received an email from Jacqueline indicating she had forwarded my information to a chat manager. She stated that I would hear within 24-48 hours. I was not contacted by a chat manager.

05/05/14 I called Verizon and spoke to representative [redacted] who indicated that he could not get the price quoted to me by **. [redacted] but he would contact **. [redacted] tomorrow and confirm the information and issue the paper work to make the necessary adjustment to $74.99/month to my account. I also informed **. [redacted] that I am making my monthly payment based on my agreement with **. [redacted] and that a balance is accumulating on the account. I informed **. [redacted] that I would expect these accumulating fees to be written off. **. [redacted] said that would occur. **. [redacted] indicated he would contact **. [redacted] in the morning and get back to me in the afternoon via my cell phone. No call was received.

05/17/14 I called Verizon and spoke to representative **. [redacted] in the [redacted] office. **. [redacted] informed that he could not do a monthly rate of $74.99 but he could do a monthly rate of $84.99/month I informed him that I was willing to move forward with that even though the prior representative’s commitment was not honored by Verizon in a good faith effort to come to closure with Verizon. **. [redacted] also stated that he had applied a $35 credit to the account and it would show up on my next invoice. **. [redacted] stated he would call and follow up with me the next day. No call was received.

05/27/14 With a sense of mistrust and integrity on Verizon’s part I felt it necessary to call Verizon and confirm that **. [redacted] had done what he said he would do. I spoke with Verizon representative [redacted] and he confirmed that the plan was in place at $84.99/month and that a $35 credit would show up on the next invoice.

06/10/14 I received my Verizon Invoice and the invoice stated a monthly fee of $94.99 and no $35 credit provided.

06/15/14 I called and spoke to Verizon representative [redacted] she said she saw nothing in her notes regarding an $84.99/month fee or a $35 credit. I asked to speak with her supervisor. She informed me none were available but she would have [redacted] call me. No call was received.

06/19/14 I called and spoke with [redacted] I informed her that I did not appreciate four months of playing Verizon games of lies, false promises, commitments and agreements made by both parties and not honored. I informed her that I wanted immediate corrective action. [redacted] provided me with the contact information for the legal department.

As I read the summary of my dealings with the people representing Verizon I see a company that has some serious issues of integrity and ethics. False advertising, lying, commitments made and not honored are serious issues for a company. It is unfortunate that a company such as Verizon finds it necessary to provide deceptive practices to its customers. There clearly is a leadership in place that approves of this practice.

As noted above I was willing to accept a compromise of the increase to $84.99/month but it appears that while making that agreement it has not been implemented to date by Verizon . As a “loyal customer” I am very disappointed in Verizon’s continued lack of interest to be pro-active to resolve this issue. I feel I have done my due diligence as a long term loyal customer with Verizon and request that Verizon honor your representative’s commitment to their customer. I hold out hope that Verizon will do the right thing and honor their representative’s commitments and bring this issue to resolution.

Sincerely;

[redacted]

h. ###-###-####

c. ###-###-####

e. [redacted]

Cc:

Revdex.com

[redacted] Esquire

file

Business

Response:

On 6/24/14 Verizon Appeals representative spoke with **.[redacted] who advised he has been trying since Feb 2014 to have his account rebundled. The issue is the mis information provided by multiple representatives over the resolution to his complaint. The customer was expecting a bundle rate of $84.99, but it is actually $94.99. The customer accepted the new contract based upon the $84.99 bundle rate. The customer was advised it was okay to not pay the bill in full because Verizon would get the bundle rate corrected and credit would be issued for the difference, which was not done. The representative agreed to adjust the balance of $132.22. Honor 1x crdt offer $35.00, adjust missing bundle discount $10.00 x 24 months with a one time credt for $120.00. The representative will follow up next year and issue a second credit for $120.00 for months 13-24. The customer agreed to the resolution. Credit will post to the July bill. [redacted]Senior AnalystVerizon Customer Advocacy[redacted]

Review: I had Verizon [redacted] installed in my home November 25, 2013. I was told that I would recieve a bill within 7-10 business days. I never recieved my first months bill but I recieved a bill a few days ago in the amount of January 10th for the amount of $463.91 and it has a $99.99 unreturned equipment fee. Since I had my service EVERY night my internet or TV goes out. I have called customer service a few times trying to get an explanation of what is going on and no one seems to be able to assist me. The euipment that they are speaking of is a second router that they sent to me because none of my devices could connect to the internet. I howver dont understand how to hook the new one up. I asked if an technician can come out and they said they will but to no avail no one has came to my home to resolve this issue.Desired Settlement: Billing adjustment, repairs and credit for the times my service has been going in and out.

Business

Response:

The customer has [redacted] TV and [redacted] Data service which were installed on November 26, 2013. A second router was mailed to the customer and a Verizon technician is scheduled to dispatch February 1, 2014. The customer said she loses service every evening. This customer is not part of an outage. Our [redacted] Solution Center Network Technician looked into her circuit and they were unable to locate any historical data to support data or video going out daily. Customers must be out of service for a continuous period of 24 hours in order for them to be compensated. There have been two reports by the customer one in November when they could not connect and we drop shipped the router and one in December which was done through our auotmated system. Upon receipt of the complaint, we spoke with the customer to address her concerns. On January 30, 2014 I spoke with the customer and advised of the out of service credit policy and trouble tickets. She said don't worry about it and ended the call.

Review: My 86 year old father (who has since passed away) called them to tell them that the cable box caught on fire. They sent out a new box and told him to send the old box back. My father told them he could not do that and someone had to pick it up. This was in September 2010 and he died November 2010. My elderly mom in dealing with her grief called them several times and told them to come get the box because she could not physically do it. I moved in with my mother 6/2013 because she could no longer live alone and started going through her bills. I found that she has been paying 7.99 amonth for 3 boxes on her account instead of the 2 she was using. After calling and speaking to the representative, I was told she was being charged for the box that had burned up 3 years previously. She verified that they were told on several occasions to pick up the box, but chose to continue to bill her for a box that they knew was worthless. They said it was her responsibility to return the box, even though she physically could not. I asked that they credit her for the charges and told them I would return the box myself. They refused to credit her. I sent the box back today via UPS, but feel they were taking complete advantage of an elderly person. The box should burned up in the first place with was hazardous to both of my parents. Then to refuse to pick it up and charge her for 3 years is just disgusting. I am hoping this is not Verizon but the representatives way of thinking and treating customers. She has been a great customer who pays timely and have been treated unfairly.Desired Settlement: I desire her to be refunded for the 263.67 that was paid from 9/2010 thru 6/2013. I also feel she should be give a free month service and an apology for the way she was treated.

Consumer

Response:

Revdex.com of Metro DC and Eastern PA

Review: I signed up with Verizon Fios for 2 years at a set price. Price was not represented of first bill. Spoke with a representative and they stated that the bill had been corrected. The bill was corrected for 1 year. After the year the price went up $20.Desired Settlement: Deduct the $20, which was added onto my bill and write an apology for waisting so much of my personal time

Business

Response:

I called and spoke with [redacted] to acknowledge the complaint. [redacted] said the matter was resolved 8/4/14 after about 3 hours on the phone a supervisor who agreed to credit $20.00 monthly on account thru end of bundle period 03/2015. I provided [redacted] my direct number to call should he have any further problems or questions.Joyce D[redacted]Senior AnalystVerizon Customer Advocacy###-###-####

Review: was advised by customer service that I would have an 84.99 charge for tv, phone and internet which included a drop in some channels, I said fine I would take that, when I got the first bill it was ok with the discounts, when I received the second bill in May it showed the old charges of 129.13. I have repeatedly called to discuss this issue and was told by several call center personnel that these charges are correct, I asked to speak to a supervisor and after being put on hold and spoken to by the call center while waiting for a supervisor they tried to tell me again the charges were correct, when the supervisor [redacted] came on the line, she was impolite, had an attitude to her voice and told me that I was not told this price that the prices are correct and did I want to cancel the service. I was so livid at the time because she insinuated that I was told different. By this time I hung up. In addtion I told them that when this building was built and the tenants moved in, all around the same time that everyone had the same plan because it was a promotion at that time. She again said that I was wrong! I said in addition one person had their bill adjusted to 85.00 why can't I have that same deal. She said that this person didn't have it.Desired Settlement: I want the price that I was quoted of $84.99.

Business

Response:

Verizon records reflect on 03/31/14, the customer called Verizon to re-bundle at the same rate they were paying $89.99 but was advised they could not. The customer was transferred to the retention group. The retention representative negotiated with the customer a new 2 year bundle rate of $99.99 because the $89.99 was no longer available for the service the customer had. On 05/30/14, the customer downgraded their Video service to Select HD which made the bundle $89.99, email confirmation was sent to the customer. There are no records or notations on the account that the customer was ever informed the bundle rate would be $84.99. Since the change was made after the current bill cycle started (05/23/14) the bill has not reflected a reduction in the bundle price yet. The most recent bill was $129.32 but the next bill will be approximately $10.00 less because bundle price has changed from $99.99 to $89.99. Bundle pricing does not include equipment, taxes, surcharges and any additional usage. Verizon has been unsuccessful in attempts made to reach the customer on 6/16/14, 6/17/14 and 6/20/14 and a please call letter was sent.[redacted]Senior AnalystVerizon Customer Advocacy###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I WAS QUOTED a price of $84.99.

Regards,

Business

Response:

6/23/14 I called and spoke with **. [redacted] who said she was out of the country and is back now for a billing specialist to contact her. 6/24/14 Verizon Appeals representative spoke with **. [redacted] in regards to complaint, advised **. [redacted] we had no record of bundle being offered at $84.99. **. [redacted] stated she received no confirmation from Verizon with that price. The representative explained a review of the account found on 03/31/14 customer called in to re-bundle at same rate was paying $89.99 but was advised could not so call was transferred to retention. Retention representatve negotiated a new 2 year bundle rate of $99.99 because the $89.99 was no longer available for the current service. On 05/30/14 the customer downgraded TV service to Select HD which made the bundle $89.99. The customer was informed the current bundle rate of $89.99 is the lowest price point available. **. [redacted] stated if she was not going to receive the bundle for $84.99 there was no point to the conversation. The call was ended and the pricing sustained as correct.[redacted]Senior AnalystVerizon Customer Advocacy[redacted]

Review: In August 2012 we were unhappy with the service we received from Verizon Fios (both TV and internet) and due to incorrect billing and customer service representatives inability to fix the errors. We cancelled our TV service in August 2012, however continued with our month to month internet services because Verizon was the only provider in our area.

In April 2013 we moved to a new address. We cancelled our month to month internet services with Verizon. We mailed back our box immediately after receiving the shipping information and paid our last bill.

In May 2013 we received a bill for an overdue amount of $103.67 for what they called a 'cancellation charge'. We were not informed of this cancellation charge when we cancelled, which should not be valid in the first place because we were month to month. I proceeded to call Verizon billing and they told me that I had agreed to a two year contract for internet, which I never did, and that it was a cancellation charge because we breached our two year internet contract. I explained that first of all 1. I never agreed to a two year contract for internet and never would with verizon. I requested proof of this 'agreement' which they could not furnish - because it never happened. 2. we knew we were moving in April 2013 so how does that make sense for us to sign a two year contact if we knew we wouldn't be at that address starting in April 2013? 3. if there was this 'discrepancy' during our cancellation of our service, the verizon rep should have notified us so we could clear up the matter at that time. The representative advised me that the supervisor would review the recordings and notes and would get back to me. A week later, after hearing nothing, I called back and they told me the supervisor would still get back to me. Two weeks after that I called again asking for the decision. I was informed that based on the August 21, 2012 notes that I did NOT in fact sign up for a two year contract and that we would receive a refund of approximately $17 in the mail.

One month later I receive another bill advising me that I still owe Verizon $103. 67. Great.

I called back on July 26, 2013 and after speaking with two representatives (one of which lied about advising the second rep of the situation and just passed me along without giving the second rep any background information as she promised to do) he stated there were no notes in the system to verify what I was telling him. The first woman even suggested that I was lying. The second rep, **. [redacted] from Maryland, advised that he would pass this along and someone would contact me via phone with the result, as the supervisor would need to REREVIEW the charges. This was confusing as it had already been approved. I did not get a confirmation call back.

On August 12, 2013 I received in the mail a letter from a collection company for the balance of $103.67. I am livid. I went online and it appears that my account was updated on July 28, 2013 to reflect the credit of $16.33. Yet now I have creditors chasing me for something Verizon and their employees not only failed to record or address, but intentionally misled me and falsified my account to state that I signed a two year contract for internet (the first rep advised me that I agreed to this contract by pressing a button on my phone???? I. did. not.).

Verizon falsified my account information, failed to properly document or record my consistent calls to correct this billing issue, their employees offered complete disregard for accountable business practices and customer treatment and now I have to call a collection agency to advise them that I am not delinquent on this bill???!!! I have only even been on time with all of my bills and I'm seriously distressed at the amount of time I have invested into this and the stress it has caused myself and my husband.

I want copies of the recordings of my account as well as a transcript of the notes on my account. I will be contacting Verizon, I WILL speak to a manager tomorrow and I WILL get this information.Desired Settlement: I want a letter and a phone call in addition to proof that Verizon contacted the creditor collector TO ENSURE THAT MY CREDIT WAS NOT AFFECTED BY THIS DUE TO VERIZON'S CONSISTENTLY UNETHICAL, UNRELIABLE AND INACCURATE SERVICE. Very poor business ethics.

Business

Response:

Verizon has reviewed the consumers account; records reflect

the consumer was billed $120.00 for an early termination fee on the April 2013

statement. . This amount was adjusted on 7/26/13 leaving a credit balance of

$16.33. Verizon‘s payment center has

advised that this account was never reported to an outside collection agency,

nor was it credit reported.

Verizon has attempted to reach the consumer via telephone to discuss the

above information, but have been unsuccessful in our attempts. Verizon has

emailed the consumer the above information and has also sent a letter advising

that the account was not credit reported.

Review: I used Verizon's Residential website to move my service from one location to another. During no point in this process did anyone I chat with indicate I would be charged an early termination fee for changing the services I had with Verizon. I contacted Verizon today and they stated it was their policy to charge these fees if a subscriber changed their service. I believe since this is not stated in their "Move your service" portion of the website this is a misleading and unfair practice to get people out of their contracts and charge them early termination fees. I have chat transcripts from everyone I communicated with during the service move process and no one mentioned that changing my services would result in a fee applied. At a minimum the site should indicate changing services would incur an early termination fee. They would not refund my charge or admit the process was misleading. Every chat representative I communicated with has access to my account and therefore should know about this fee.Desired Settlement: Verizon should refund or credit my account the amount of the early termination fee.

Business

Response:

Upon review of the complaint, Verizon credited [redacted]' account $90.00 for the early termination fee. [redacted] was informed of Verizon's actions.

Review: I am paying for Fios Quantum. Quatum should be 50 mbps. Instead it is usually between 5-10 mbps. Today I am getting 0.1 mbps ....

I am currently trying to finish up a grad school project and it is impossible to do much of anything (except fill this out).

If they cannot provide the service I am paying for they should not offer/charge me for it.Desired Settlement: I think a refund for about 30 dollars a month makes sense since thats what a low quantilty 56k service would cost (15$ a month). With my current 2 year contract this would amount to 30*24=720$.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Mon, Dec 9, 2013 at 12:01 PM

Subject: Complaint

To: [email protected]

Complaint [redacted],

Review: Verizon failed to record that equipment was returned to them, and tried to bill me for it even more than one month after [redacted] confirmed delivery to the Verizon return facility. I think they are purposely failing to record returns, and are trying to collect improper charges and fees from their customers.Desired Settlement: I want the bill adjusted, including removal of any extra charges or fees they have put on my account. I want a written letter from them apologizing for their mistake, and outlining how they will correct this chronic problem.

I would like to see an organization like the Revdex.com push for legislation to penalize businesses that engage in this type of practice, where they must correct the billing mistakes within a reasonable time limit, or pay the customer a penalty.

Business

Response:

The customer previously filed a complaint with the Revdex.com which was resolved. After careful review it was determined the equipment was returned and the appropriate credit was issued to the account. I spoke with [redacted] on July 15, 2014 who confirmed the issue was resolved