In response to the complaint filed Verizon records show that the company explains the policy on billing a full billing cycle for High Speed Internet cancellation in the confirmation for disconnectionIn this case, the customer was “vacation” suspended and did not receive this informationThe billing cycle was to 09/23/Verizon has issued credit for the time from thru leaving a balance of $A message was left advising the customer and the company will follow up the bill to ensure proper billing
A representative contacted the customer and apologized for the problems he experienced in trying to file a complaint directly with Verizon The representative thanked the customer for making us aware of the problem and his concerns have been documented for further review
Verizon spoke to the customer and advised that the credit check was corrected to a soft inquiry that can take the credit bureaus up to days to completeVerizon also confirmed that if the customer places a new order, the Verizon credit check will pick up the last one that was performed within days if the credit information on the customer's order is entered exactly the same with the social security numberThe customer was advised that if he placed an order on line, he would get the best rates available which he didHe knows that if his installation needs to be delayed, he can call Verizon to change itVerizon apologizes for the inconvenience the customer experienced as a result of this matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] If Verizon will let me cancel with days notice to allow me to arrange other service I am more than happy to accept the offer of the disconnect waiver of the 120$ fee The specialist only offered me immediate cancellation while on the phone with her, She vindictively would not allow me time to install a replacement service This can be easily solved if Verizon will be reasonable and not arbitrarily try to treat a long time customer very poorly In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Upon receipt of this secondary complaint I advised [redacted] as soon as the equipment is registered in the warehouse she will be credited for the charge Ms understood and an will call me back directly should she have any concerns in the future
[redacted] Case [redacted] Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention Verizon records indicate the June statement reflects a credit of $was issued back to the disconnect date The statement also reflects a past due balance totaling $ The account was also assessed an Early Termination Fee at $160.00, however this was adjusted reducing the balance to $ We successfully reached [redacted] on 9/*/to provide the above resolution and he is satisfied We apologize for any inconvenience this may have caused the customer We trust this information will assist in closing out this caseSincerely, [redacted] **SW Executive Relations
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] Jo D., my representative from Verizon's Executive Relations Team completely ignored the situation that arose when I terminated service with Verizon During my termination, I was informed by Candice that because I was on Autopay and I was terminating service in the middle of a billing cycle, that I would receive a credit for the days remaining in the billing cycle for which I did not have service I never received that credit Had I been informed that termination of service did not include a pro-rated credit, I simply would have retained service until the end of the billing cycle I explained all of this in a letter I wrote to Verizon, which they received on and was explained in my initial complaint via the Revdex.com.I should not be held financially accountable for the mistakes of their customer service representatives As such, Verizon should issue a credit for $63.33, which at this time will zero the accountIn order for the Revdex.com to appropriately process your response, you MUST answer the question above
Subsequent to receipt of the complaint, a Verizon billing representative spoke to [redacted] and reviewed her bill The standard order of confirmation bundled was to be $for months Further review could not determine why the bill increased to $ There were no expired discounts reflected on the bill statement Consequently, the attending representative added a recurring $credit until February which is the end of the current contract The representative also reviewed the HBO promotion that expired Because the customer called right away to remove it, the representative issued a credit for one month of HBO A credit was also issued a $late fee charge The representative advised where to find the discount and associated expiration dates on the bill The customer was advised that the bundle discounts will expire February The customer was satisfied
We were not able to reach this customer (customer’s voice mail was full) to review the billingA letter was mailed to the customer on providing him with a billing specialist name and direct number to call at his convenience so we can review the billing
On 8/*/17, a Verizon representative spoke to the customerThe early termination fee of $billed has been credited on the closed account # [redacted] A review of the current active account, acct# [redacted] has determined that the promotional discounts offered are not being appliedAdjustments were made on the account for the April bill in the amount of $81.07; the May bill in the amount of $115.45; the June bill in the amount of $155.00; and the July bill in the amount of $The monthly promotional credit of $has been added to the account and future billing should bill correctly
Revdex.com: I have been contacted by Verizon.And the issue regarding my service for home phone and internet have been resolved by Verizon.All is working now.Thank you for your assistance in this matter I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Verizon issued a repair ticket to correct [redacted] customer profile The ticket was completed, and the customer's issue should now be resolved Unfortunately, several attempts to follwith the customer have been unsuccessful We have left messages with the proper contact information should [redacted] encounter any additional problems
Company records show the customer’s was a part of a group trouble that has been resolvedCalls to confirm resolution with the customer on 615, and have been unsuccessful A letter asking the customer to call has been mailed
Verizon dispatched a technician and repaired the service Verizon has verified with the customer the service is working Verizon has issued out of service credit for the high speed internet service based on the documented time out of service condition This credit should be reflected on the September bill.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 FULLY resolved because: I disagree with your memo but can't prove it becuase you cut off my e-mails I was told by different Verizon employees everyting was done correctly Morgan at Verizon even walked me through the entire processs The only thing that has been solved is you refunding the double charges you charged me incorrectly with in the first place I still have no e-mails 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: I find it unacceptable to wait months for a refundThis company would never tolerate waiting months for a customer's paymentThis is ridiculousThey also advised me that they would not close my online access to my account until this month wait for a refund was processedSomehow this is even more ridiculousIt's simply disabling an online accessI want it disabled immediately! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Subsequent to receipt of the complaint, I reviewed the customer’s account and found that the customer was being billed for long-distance toll calls via [redacted] ***., noted at USBI on the customer’s bill I was unsuccessful in reaching [redacted] but advised her via a voicemail that I was investigating the customer’s concern At my request, our billing department was able to successfully issue a recourse adjustment of $on the account I spoke to [redacted] April **, and relayed this information I explained that these charges are being removed from Verizon’s billing and sent back to [redacted] *** However, I cautioned [redacted] that [redacted] ***reserves the right to independently pursue her for these charges However, they have been removed from her Verizon account Our billing department confirmed that the customer’s regional and long-distance toll providers were changed to [redacted] *** At my request, a billing consultant contacted the customers to confirm changing their regional and long-distance toll providers back to Verizon and Verizon Long Distance, respectively, via service order, [redacted] The customer was required to go through the Third-Party Verification process A regional and long-distance freeze was also added to the account which prevents the service carriers from being changed via a electronic order Finally, the consultant advised the customers that she would follow up the June bill to ensure no residual charge billed from [redacted] ***Because the customer’s regional and long-distance toll carriers was slammed by [redacted] ***., the nonrecurring carrier change charges associated with the changes back to Verizon were waived
Our investigation found, the customer was sold FiOS Internet; however the order could not be completed Engineering has investigated the customer’s location and determined that the indicated FiOS service(s) are physically blocked and not available The customer's order for new service was cancelled and the contract voided We apologize for any inconvenience that the customer has experienced as a result of the above matter
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] I haven't received any letters from verizonmy business number associated with fios is ###-###-####also my email is listed and they could have emailed me In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
In response to the complaint filed Verizon records show that the company explains the policy on billing a full billing cycle for High Speed Internet cancellation in the confirmation for disconnectionIn this case, the customer was “vacation” suspended and did not receive this informationThe billing cycle was to 09/23/Verizon has issued credit for the time from thru leaving a balance of $A message was left advising the customer and the company will follow up the bill to ensure proper billing
This is not a Verizon customer and this complaint needs to served to this consumer's provider [redacted]
A representative contacted the customer and apologized for the problems he experienced in trying to file a complaint directly with Verizon The representative thanked the customer for making us aware of the problem and his concerns have been documented for further review
Verizon spoke to the customer and advised that the credit check was corrected to a soft inquiry that can take the credit bureaus up to days to completeVerizon also confirmed that if the customer places a new order, the Verizon credit check will pick up the last one that was performed within days if the credit information on the customer's order is entered exactly the same with the social security numberThe customer was advised that if he placed an order on line, he would get the best rates available which he didHe knows that if his installation needs to be delayed, he can call Verizon to change itVerizon apologizes for the inconvenience the customer experienced as a result of this matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] If Verizon will let me cancel with days notice to allow me to arrange other service I am more than happy to accept the offer of the disconnect waiver of the 120$ fee The specialist only offered me immediate cancellation while on the phone with her, She vindictively would not allow me time to install a replacement service This can be easily solved if Verizon will be reasonable and not arbitrarily try to treat a long time customer very poorly In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Upon receipt of this secondary complaint I advised [redacted] as soon as the equipment is registered in the warehouse she will be credited for the charge Ms understood and an will call me back directly should she have any concerns in the future
[redacted] Case [redacted] Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention Verizon records indicate the June statement reflects a credit of $was issued back to the disconnect date The statement also reflects a past due balance totaling $ The account was also assessed an Early Termination Fee at $160.00, however this was adjusted reducing the balance to $ We successfully reached [redacted] on 9/*/to provide the above resolution and he is satisfied We apologize for any inconvenience this may have caused the customer We trust this information will assist in closing out this caseSincerely, [redacted] **SW Executive Relations
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] Jo D., my representative from Verizon's Executive Relations Team completely ignored the situation that arose when I terminated service with Verizon During my termination, I was informed by Candice that because I was on Autopay and I was terminating service in the middle of a billing cycle, that I would receive a credit for the days remaining in the billing cycle for which I did not have service I never received that credit Had I been informed that termination of service did not include a pro-rated credit, I simply would have retained service until the end of the billing cycle I explained all of this in a letter I wrote to Verizon, which they received on and was explained in my initial complaint via the Revdex.com.I should not be held financially accountable for the mistakes of their customer service representatives As such, Verizon should issue a credit for $63.33, which at this time will zero the accountIn order for the Revdex.com to appropriately process your response, you MUST answer the question above
Subsequent to receipt of the complaint, a Verizon billing representative spoke to [redacted] and reviewed her bill The standard order of confirmation bundled was to be $for months Further review could not determine why the bill increased to $ There were no expired discounts reflected on the bill statement Consequently, the attending representative added a recurring $credit until February which is the end of the current contract The representative also reviewed the HBO promotion that expired Because the customer called right away to remove it, the representative issued a credit for one month of HBO A credit was also issued a $late fee charge The representative advised where to find the discount and associated expiration dates on the bill The customer was advised that the bundle discounts will expire February The customer was satisfied
We were not able to reach this customer (customer’s voice mail was full) to review the billingA letter was mailed to the customer on providing him with a billing specialist name and direct number to call at his convenience so we can review the billing
On 8/*/17, a Verizon representative spoke to the customerThe early termination fee of $billed has been credited on the closed account # [redacted] A review of the current active account, acct# [redacted] has determined that the promotional discounts offered are not being appliedAdjustments were made on the account for the April bill in the amount of $81.07; the May bill in the amount of $115.45; the June bill in the amount of $155.00; and the July bill in the amount of $The monthly promotional credit of $has been added to the account and future billing should bill correctly
Revdex.com: I have been contacted by Verizon.And the issue regarding my service for home phone and internet have been resolved by Verizon.All is working now.Thank you for your assistance in this matter I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Verizon issued a repair ticket to correct [redacted] customer profile The ticket was completed, and the customer's issue should now be resolved Unfortunately, several attempts to follwith the customer have been unsuccessful We have left messages with the proper contact information should [redacted] encounter any additional problems
Company records show the customer’s was a part of a group trouble that has been resolvedCalls to confirm resolution with the customer on 615, and have been unsuccessful A letter asking the customer to call has been mailed
Verizon dispatched a technician and repaired the service Verizon has verified with the customer the service is working Verizon has issued out of service credit for the high speed internet service based on the documented time out of service condition This credit should be reflected on the September bill.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 FULLY resolved because: I disagree with your memo but can't prove it becuase you cut off my e-mails I was told by different Verizon employees everyting was done correctly Morgan at Verizon even walked me through the entire processs The only thing that has been solved is you refunding the double charges you charged me incorrectly with in the first place I still have no e-mails 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: I find it unacceptable to wait months for a refundThis company would never tolerate waiting months for a customer's paymentThis is ridiculousThey also advised me that they would not close my online access to my account until this month wait for a refund was processedSomehow this is even more ridiculousIt's simply disabling an online accessI want it disabled immediately! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Subsequent to receipt of the complaint, I reviewed the customer’s account and found that the customer was being billed for long-distance toll calls via [redacted] ***., noted at USBI on the customer’s bill I was unsuccessful in reaching [redacted] but advised her via a voicemail that I was investigating the customer’s concern At my request, our billing department was able to successfully issue a recourse adjustment of $on the account I spoke to [redacted] April **, and relayed this information I explained that these charges are being removed from Verizon’s billing and sent back to [redacted] *** However, I cautioned [redacted] that [redacted] ***reserves the right to independently pursue her for these charges However, they have been removed from her Verizon account Our billing department confirmed that the customer’s regional and long-distance toll providers were changed to [redacted] *** At my request, a billing consultant contacted the customers to confirm changing their regional and long-distance toll providers back to Verizon and Verizon Long Distance, respectively, via service order, [redacted] The customer was required to go through the Third-Party Verification process A regional and long-distance freeze was also added to the account which prevents the service carriers from being changed via a electronic order Finally, the consultant advised the customers that she would follow up the June bill to ensure no residual charge billed from [redacted] ***Because the customer’s regional and long-distance toll carriers was slammed by [redacted] ***., the nonrecurring carrier change charges associated with the changes back to Verizon were waived
Our investigation found, the customer was sold FiOS Internet; however the order could not be completed Engineering has investigated the customer’s location and determined that the indicated FiOS service(s) are physically blocked and not available The customer's order for new service was cancelled and the contract voided We apologize for any inconvenience that the customer has experienced as a result of the above matter
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] I haven't received any letters from verizonmy business number associated with fios is ###-###-####also my email is listed and they could have emailed me In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***