Verizon investigation located Account number [redacted] with phone number ###-###-#### is showing a balance of $due in with a final bill received date showing as Records reflect as the account was not credit reported On 8/*/16, Verizon Appeals Billing representative spoke with [redacted] and apologized for her frustrationThe representative explained she was billed Unreturned Equipment Charges because she did not return the equipment within daysShe stated she mailed the router back as soon as she was aware there was a billThe representative issued credit totaling $to bring the bill to a zero balance Joyce D***Verizon Executive Relations SrAnalyst
On 817, a Verizon representative spoke with the customer about the concernThe representative reviewed the account with the customer and issued a credit of $for overage billed and as a courtesy voice service Verizon’s records show the customer was to be in a monthly bundle rate at $that was issued on The order caused the bill to split, data and video on one side and voice was on the other Splitting the bill caused the customer to be overcharged and he continued to make payments to maintain service This was a Verizon errorWe apologize for the frustration this matter caused
Our investigation determined the customer was in a bundlewhich included a monthly credit of $for the TV which expired on 1116and a $credit for the data which expired on The customer renegotiated this bundle agreeing to $119.99bundle (FDV Triple Preferred HD) which included a $monthly credit The service also includes set-top boxes @$and Verizon World Plan for $($- $4.99) for a total of$before the taxes and surchargesThe confirmation email sent to the customer carried over thecredits being applied to the original bundleThe system failed to realize thecustomer was renegotiating the bundleTherefore, the confirmation email incorrectlyshowed the total monthly rate with taxes and surcharges as $and theestimated first bill for $We apologize for the misinformation and arranged anadditional $monthly credit for months
Please be advised, Verizon has reviewed the account and made contact with the consumer Records show on a Verizon agent issued a courtesy $monthly credit to be received for the next consecutive months, due to the consumer advising she was not aware of the $technician fee It was explained that the credit was given as a courtesy because of thisVerizon was unable to find any notations regarding credit being issued for WiFi troubles Also, please note, Verizon guarantees hardwired service onlyVerizon does not guarantee service
Executive Relations/Linda B/Revdex.com case [redacted] / Called [redacted] at ###-###-#### and she was very concerned about her bill and the poor customer service she has experiencedShe asked about credits she was to receive, and she was given credit for the activation fee of $on 12-**-15, for both charges, and also she was issued credit for the time out of service for the week she had not service on 116, $12.61, for total credits $Since the customer was calling in and having a poor customer service experience, and to retain the customer I have issued a credit as goodwill, as the customer has had many repair tickets [redacted] , [redacted] , [redacted] , [redacted] since install, customer wanted to disco, to retain customer issued credit of $I will also follow up on the bill and make sure billing correctlyAlso [redacted] says she cannot log into Verizon.com to look at her accountI will have to [redacted] to [redacted] to contact her and get account corrected
A Verizon representative spoke with [redacted] and placed an order for new telephone serviceThe telephone service was installed An order was then placed to add DSL service which was installed I spoke with [redacted] and verified that the services were both working
Verizon reviewed [redacted] concerns and his account Verizon's Customer Service Escalation team representative spoke with [redacted] on 09/***and discussed the disputed charges Verizon's Customer Service Escalation team representative credited the disputed charges [redacted] was satisfied.We trust this information will help to resolve [redacted] concerns
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I disagree with the business responseMy DVR still does not work and I am being charged for it per month due to I have a contractThe contract only is good towards VerizonThey can change a contract to benefit themHere are my bills per month for the last four months.September December 193.00October January 189.82November As you see Verizon is all over the board on my bill My contract states it should be What else can I say Verizon is ripping me off In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: My issue is that [redacted] is removing $from my rewards card because the card has reached months of age, not because of months of inactivityThe inactivity fee still should not apply to me because I made a purchase with the card in April Verizon should rectify with misinterpretation of the guidelines of the rewards card with [redacted] ***Further, Verizon contacted me between to days ago and informed me that I will soon receive a new rewards card with the money replaced to resolve the issueThat resolution doesn't match the response I read from the Revdex.comI will consider this issue resolved when I receive my new rewards cardHopefully Verizon clarifies things with [redacted] so this same scenario doesn't repeat itself in a year In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Verizon has been claiming early termination fee for the service that has NOT been providedThere has been service calls which has not been resolved by Verizon, and since there is no service provided by them, we have a right to cancel, and don't need to pay any fee if they have not been providing the service written in the contract In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The statement from Verizon is partially trueTrue part: I did get contact from Verizon onceWhat I was told is that they will start an investigation and I would receive the investigation result no later than the end of SepSo far, the only action I saw is that Verizon credited back me the late fee ($5.12), no otherspart: 1) No one contacted me or confirmed with me that Verizon would stop seeking the returned router (as this statement mentioned)There's no confirmation email / explanation call send to or contact with me2) No final bill so far3) no explanation about the bill adjustment.Thank you, In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Actually my complaint HAS been resolved, but Verizon's response was inaccurate My complaint to Revdex.com generated a phone call from a Verizon executive who was the first intelligent and helpful person I have dealt with about this problem She confirmed that the line had NOT in fact been disconnected, despite my instruction to that effect, and that this is why the bills kept coming She organized to have the line disconnected and to credit my account for the amount they had billed, which was a fully satisfactory response Thanks Revdex.com for your help In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
We tried all the can be reached numbers and left voice mails, one number just rang with no answer A call me letter will be sent to the customer The customer will need to give us a call back to discuss the issue further Closed.Tell us why here
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: An Yvonne at the merchant attempted to call my home number twice and left extension [redacted] , I tried this number back times, this number has no voice mail, and at times, a fast busy signalHow is the merchant even able to resolve the issue at hand? I never received any e-mail from this individual or merchant, if I had an e-mail possibly the issue at hand can be resolvedI am ready to cancel my services without penalty In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
The case was sent to the Verizon on Line (VOL) support team.A specialist attempted to reach the customer by telephone, but was not successful.On ***, he spoke with the customer and advised that his line tests are currently showing stable but that he did notice a lot of counts over 95% utilization on the OCD switchA referreal was therefore sent to see if there is any possibility to switch the customer to another switch if possible or if there is any relief comingOn ***, a specialist followand spoke with the customerHe explained that a project is currently underway to split the equipment and provide congestion relief which should be complete by DecemberThe customer advised that he had not been notified about this directlyThe specialist assured him again that this project is underway and also advised that his complaint has been documented in our records
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention [redacted] expressed concern about his call to address his voicemail and cancel service Please be advised that our Billing Investigation Team was able to speak with [redacted] on April [redacted] to discuss his concernsDuring this call there was an order placed to reactivate ###-###-####This order will completed on April **, We will contact him after the order completes so that his new provider can begin the porting process We trust that this information will assist you in the closing of this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Good Afternoon, We are still working on resolution to the customer’s billing concerns Please allow until Tuesday, September **, for resolution response to be received Thank you in advance for your considerationThank you Nyree YW***Senior Analyst- National Executive Relations
Please be advised, Verizon records reflect a trouble ticket - [redacted] was created advising of no dial toneA technician was dispatched and restored services having completed a rewire of the Fcable pair Verizon has made attempts to speak with the consumer since the technician dispatchUnfortunately, Verizon has been unsuccessful to dateAn email has been sent to the consumer to ensure no additional assistance is neededWe apologize for any inconvenience caused surrounding this matter
No new information has been provided by the customerThis issue has been addressed multiple timesOn March **, we received a payment of the $108.;brining the account to a zero balanceThese charges were paid by the customer to Verizon via credit card with the payment of $posting on March **, So the account was at a zero balance for a period of timeHowever, this payment was then reversed by the credit card company - we gave the money back to the credit card company- so the $was debited back to the account and owed by the customer to VerizonOur position remains the sameThe charges are sustained
Verizon investigation located Account number [redacted] with phone number ###-###-#### is showing a balance of $due in with a final bill received date showing as Records reflect as the account was not credit reported On 8/*/16, Verizon Appeals Billing representative spoke with [redacted] and apologized for her frustrationThe representative explained she was billed Unreturned Equipment Charges because she did not return the equipment within daysShe stated she mailed the router back as soon as she was aware there was a billThe representative issued credit totaling $to bring the bill to a zero balance Joyce D***Verizon Executive Relations SrAnalyst
On 817, a Verizon representative spoke with the customer about the concernThe representative reviewed the account with the customer and issued a credit of $for overage billed and as a courtesy voice service Verizon’s records show the customer was to be in a monthly bundle rate at $that was issued on The order caused the bill to split, data and video on one side and voice was on the other Splitting the bill caused the customer to be overcharged and he continued to make payments to maintain service This was a Verizon errorWe apologize for the frustration this matter caused
Our investigation determined the customer was in a bundlewhich included a monthly credit of $for the TV which expired on 1116and a $credit for the data which expired on The customer renegotiated this bundle agreeing to $119.99bundle (FDV Triple Preferred HD) which included a $monthly credit The service also includes set-top boxes @$and Verizon World Plan for $($- $4.99) for a total of$before the taxes and surchargesThe confirmation email sent to the customer carried over thecredits being applied to the original bundleThe system failed to realize thecustomer was renegotiating the bundleTherefore, the confirmation email incorrectlyshowed the total monthly rate with taxes and surcharges as $and theestimated first bill for $We apologize for the misinformation and arranged anadditional $monthly credit for months
Please be advised, Verizon has reviewed the account and made contact with the consumer Records show on a Verizon agent issued a courtesy $monthly credit to be received for the next consecutive months, due to the consumer advising she was not aware of the $technician fee It was explained that the credit was given as a courtesy because of thisVerizon was unable to find any notations regarding credit being issued for WiFi troubles Also, please note, Verizon guarantees hardwired service onlyVerizon does not guarantee service
Executive Relations/Linda B/Revdex.com case [redacted] / Called [redacted] at ###-###-#### and she was very concerned about her bill and the poor customer service she has experiencedShe asked about credits she was to receive, and she was given credit for the activation fee of $on 12-**-15, for both charges, and also she was issued credit for the time out of service for the week she had not service on 116, $12.61, for total credits $Since the customer was calling in and having a poor customer service experience, and to retain the customer I have issued a credit as goodwill, as the customer has had many repair tickets [redacted] , [redacted] , [redacted] , [redacted] since install, customer wanted to disco, to retain customer issued credit of $I will also follow up on the bill and make sure billing correctlyAlso [redacted] says she cannot log into Verizon.com to look at her accountI will have to [redacted] to [redacted] to contact her and get account corrected
A Verizon representative spoke with [redacted] and placed an order for new telephone serviceThe telephone service was installed An order was then placed to add DSL service which was installed I spoke with [redacted] and verified that the services were both working
Verizon reviewed [redacted] concerns and his account Verizon's Customer Service Escalation team representative spoke with [redacted] on 09/***and discussed the disputed charges Verizon's Customer Service Escalation team representative credited the disputed charges [redacted] was satisfied.We trust this information will help to resolve [redacted] concerns
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I disagree with the business responseMy DVR still does not work and I am being charged for it per month due to I have a contractThe contract only is good towards VerizonThey can change a contract to benefit themHere are my bills per month for the last four months.September December 193.00October January 189.82November As you see Verizon is all over the board on my bill My contract states it should be What else can I say Verizon is ripping me off In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: My issue is that [redacted] is removing $from my rewards card because the card has reached months of age, not because of months of inactivityThe inactivity fee still should not apply to me because I made a purchase with the card in April Verizon should rectify with misinterpretation of the guidelines of the rewards card with [redacted] ***Further, Verizon contacted me between to days ago and informed me that I will soon receive a new rewards card with the money replaced to resolve the issueThat resolution doesn't match the response I read from the Revdex.comI will consider this issue resolved when I receive my new rewards cardHopefully Verizon clarifies things with [redacted] so this same scenario doesn't repeat itself in a year In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Verizon has been claiming early termination fee for the service that has NOT been providedThere has been service calls which has not been resolved by Verizon, and since there is no service provided by them, we have a right to cancel, and don't need to pay any fee if they have not been providing the service written in the contract In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The statement from Verizon is partially trueTrue part: I did get contact from Verizon onceWhat I was told is that they will start an investigation and I would receive the investigation result no later than the end of SepSo far, the only action I saw is that Verizon credited back me the late fee ($5.12), no otherspart: 1) No one contacted me or confirmed with me that Verizon would stop seeking the returned router (as this statement mentioned)There's no confirmation email / explanation call send to or contact with me2) No final bill so far3) no explanation about the bill adjustment.Thank you, In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Actually my complaint HAS been resolved, but Verizon's response was inaccurate My complaint to Revdex.com generated a phone call from a Verizon executive who was the first intelligent and helpful person I have dealt with about this problem She confirmed that the line had NOT in fact been disconnected, despite my instruction to that effect, and that this is why the bills kept coming She organized to have the line disconnected and to credit my account for the amount they had billed, which was a fully satisfactory response Thanks Revdex.com for your help In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
We tried all the can be reached numbers and left voice mails, one number just rang with no answer A call me letter will be sent to the customer The customer will need to give us a call back to discuss the issue further Closed.Tell us why here
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: An Yvonne at the merchant attempted to call my home number twice and left extension [redacted] , I tried this number back times, this number has no voice mail, and at times, a fast busy signalHow is the merchant even able to resolve the issue at hand? I never received any e-mail from this individual or merchant, if I had an e-mail possibly the issue at hand can be resolvedI am ready to cancel my services without penalty In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
The case was sent to the Verizon on Line (VOL) support team.A specialist attempted to reach the customer by telephone, but was not successful.On ***, he spoke with the customer and advised that his line tests are currently showing stable but that he did notice a lot of counts over 95% utilization on the OCD switchA referreal was therefore sent to see if there is any possibility to switch the customer to another switch if possible or if there is any relief comingOn ***, a specialist followand spoke with the customerHe explained that a project is currently underway to split the equipment and provide congestion relief which should be complete by DecemberThe customer advised that he had not been notified about this directlyThe specialist assured him again that this project is underway and also advised that his complaint has been documented in our records
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention [redacted] expressed concern about his call to address his voicemail and cancel service Please be advised that our Billing Investigation Team was able to speak with [redacted] on April [redacted] to discuss his concernsDuring this call there was an order placed to reactivate ###-###-####This order will completed on April **, We will contact him after the order completes so that his new provider can begin the porting process We trust that this information will assist you in the closing of this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter
The customer advised that he spoke with Verizon's tech support and his issues have been resolved
Good Afternoon, We are still working on resolution to the customer’s billing concerns Please allow until Tuesday, September **, for resolution response to be received Thank you in advance for your considerationThank you Nyree YW***Senior Analyst- National Executive Relations
Please be advised, Verizon records reflect a trouble ticket - [redacted] was created advising of no dial toneA technician was dispatched and restored services having completed a rewire of the Fcable pair Verizon has made attempts to speak with the consumer since the technician dispatchUnfortunately, Verizon has been unsuccessful to dateAn email has been sent to the consumer to ensure no additional assistance is neededWe apologize for any inconvenience caused surrounding this matter
No new information has been provided by the customerThis issue has been addressed multiple timesOn March **, we received a payment of the $108.;brining the account to a zero balanceThese charges were paid by the customer to Verizon via credit card with the payment of $posting on March **, So the account was at a zero balance for a period of timeHowever, this payment was then reversed by the credit card company - we gave the money back to the credit card company- so the $was debited back to the account and owed by the customer to VerizonOur position remains the sameThe charges are sustained