On Verizon Appeals Billing Representative called and spoke with [redacted] I, explained that her premium channel discount expired MsPalmeri stated that when she placed her order in December she was told that her price would be the same for years The Representative explained that the discount shows on the Service Order Confirmation because it was still in place when the order was placed on but was expiring The Representative apologized that the information was not made clear [redacted] was not satisfied, and stated she will go to cable The customer is already receiving a $twelve month LEC credit and no other credits or adjustments are available
Good afternoon,We zero'd out the account and also sent deletion letter to the claimant and have advised the credit agencies to remove this from the claimant's pay history
Our billing rep spoke with the customer today We explained all of our plans and unfortunately there is nothing lower available and no way to change the taxes Case closed
Company records show that the customer agreed to a new bundle in 9/The rate for the new bundle was reflected as $and included the following on page of the billing statement of the bill: $Internet discount includes $discount expiring and $discount expiring $TV discount includes $discount expiring and $discount expiring The billing statement did not include the discounts that expired on and the bill increased by $billing the bundle at $Calls to discuss this with the customer were unsuccessfulHowever, based on the information provided, no credit is warranted as the customer has been billed correctlyThe company apologizes for any miscommunication
Please be advised that Verizon has spoken with [redacted] regarding the recent repair of his service Verizon has issued the requested credit and it should be reflected on [redacted] ***'s next bill We trust this information will help to resolve [redacted] ***'s concerns Sincerely, [redacted] ** [redacted] *!zs2954987*!ze
Verizon spoke with the customer and confirmed the cancellation of his orderWe also advised the customer that he will not be billed for the FiOS services that were not deliveredThe required equipment return authorization has been issued and based upon the customer’s stated intent to return that equipment forthwith, he will not be billed unreturned equipment chargesAn email confirming all action taken was provided to the customerVerizon apologizes for the poor service and inconvenience that the customer experienced as a result of this matter
Our technical support team left multiple messages for [redacted] to please contact us so that we may identify the specific issues with his service that have yet to be resolved and work with him towards a resolutionHe did not return their callsWe did however issue courtesy credits to his account of $on April **, and another $on May * [redacted] will need to contact and work with out technical support team and we look forward to his returning their calls."
Thank you for referring the complaint of [redacted] to our office for review We appreciate your bringing this matter to our attentionResearch shows service order [redacted] completed establishing service on VacationRecords show on service order [redacted] completed disconnecting service for non-payment Research determined [redacted] previously established payment arrangements with Verizon FinancialsAdditional research determined the payment arrangement was not upheld, which resulted in the disconnection of service Once the balance has been brought to zero [redacted] would need to re-apply for serviceA Verizon representative spoke with [redacted] who indicated satisfaction with the resolutionWe trust this information will assist you in closing this complaint If you have any questions regarding this matter, please do not hesitate to contact me at */###-###-####Thank you, Amy BVerizon Executive Customer Relations **###-###-####
The customer filed a request for pre-mediation/arbitration on this issueThe issue was referred to Verizon legal for handlingVerizon legal investigation found that the customer missed the deadline to file an appeal
Please be advised were able to speak with [redacted] on March **, to review the account She advised that she was misinformed by two different representatives of Verizon that she was no longer in a contract Our records show the early termination fee was explained and previously sustained, however we agree to issue credit for half the fee as a good will gesture We also issued credit for the restoral fee she was billed [redacted] accepted the partial credit as resolution We trust this provides your office with the information required in this matter
Revdex.com: 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.I would also suggest that Verzion put FIOS into my neighborhood to provide competition for [redacted] *** Sincerely, [redacted]
A credit was issued for the returned equipment in the amount of $ We have notified the credit reporting agencies of our error and asked that they remove any negative reporting that resulted from this error The customer has been advised to allow - billing cycles for the credit to post and up to days for the credit reporting agencies to update their records
Florida Executive Relations/ [redacted] *-Customer Financial Services/10:01a 6-*-2015/The customer is not returning my callsAccounting has reversed the funds of $back into the customers bank accoutn as of 6/*/Laura
Revdex.com: I accepted this respond because they told me there is nothing they can do nowThey told me that they are migrating me to the new router in this area but not sure when this could be doneTherefore, they offered me $off from my bill for monthsBut anyway I think they need to fix this issue ASAP Sincerely, [redacted] ***
Please be advised Verizon has offered to install Fios to customer as a only fix for her Internet issueVerizon has also credited [redacted] many times and have advised her we will no longer credit her that Fios will resolve her internet issues [redacted] makes appointments for Fios and cancels them [redacted] asks for credit with out calling a repair ticket and wants Verizon to just credit when she say soThis [redacted] s [redacted] complaint and countingVerizon advised [redacted] to provide an exact date of when she will available to install fios
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that there is no further action to be taken and the matter has been resolvedVerizon took a very long time to respond to this complaint, the reason for which was their initial unsatisfactory responseI am not accustomed to making such complaints, but I have made about five Revdex.com complaints this year about Verizon because of their poor customer serviceI think management is stinting on this area and not funding it or the education of the people Sincerely, [redacted]
A Specialist was able to reach the customer on February [redacted] to discuss what happened when she renewed her bundle on January *** The Specialist spoke with the customer and she stated she didn’t request a change to her television liwhen she renewed The Specialist explained that is why her bundle rate is $when it was previously $and her discounts were expiring January **, The Specialist spoke again with the customer on February [redacted] and issued an order to change the TV package while keeping her previous rate of $ The Specialist also agreed to give an additional credit starting with the February bill till end of contract, January *, 2019, due to misinformationShe also issued a one-time bill creditAccording to our records, a [redacted] gift card was not on the Simple Order Confirmation which was sent on January [redacted] when the order was placed, there were no notes stating the gift card nor was the an offer for a gift card with a triple play with local TV
A Specialist spoke with the customer on September [redacted] to discuss billing The customer stated that his bill was to be around $a month, but has increased to $ The Specialist apologized to the customer for any frustration caused by the billing issueThe Specialist informed the customer that he did find a note from August **, advising the customer to call back once the discounts expired to have them added back on The Specialist honored the note on the account The Specialist issued an order to add HBO/Starz back to the account with $discount for months The Specialist explained the monthly bill would be approximately $ The customer accepted the offer and had no further questions or concerns
On Verizon Appeals Billing Representative called and spoke with [redacted] I, explained that her premium channel discount expired MsPalmeri stated that when she placed her order in December she was told that her price would be the same for years The Representative explained that the discount shows on the Service Order Confirmation because it was still in place when the order was placed on but was expiring The Representative apologized that the information was not made clear [redacted] was not satisfied, and stated she will go to cable The customer is already receiving a $twelve month LEC credit and no other credits or adjustments are available
Good afternoon,We zero'd out the account and also sent deletion letter to the claimant and have advised the credit agencies to remove this from the claimant's pay history
Our billing rep spoke with the customer today We explained all of our plans and unfortunately there is nothing lower available and no way to change the taxes Case closed
Company records show that the customer agreed to a new bundle in 9/The rate for the new bundle was reflected as $and included the following on page of the billing statement of the bill: $Internet discount includes $discount expiring and $discount expiring $TV discount includes $discount expiring and $discount expiring The billing statement did not include the discounts that expired on and the bill increased by $billing the bundle at $Calls to discuss this with the customer were unsuccessfulHowever, based on the information provided, no credit is warranted as the customer has been billed correctlyThe company apologizes for any miscommunication
Please be advised that Verizon has spoken with [redacted] regarding the recent repair of his service Verizon has issued the requested credit and it should be reflected on [redacted] ***'s next bill We trust this information will help to resolve [redacted] ***'s concerns Sincerely, [redacted] ** [redacted] *!zs2954987*!ze
Verizon spoke with the customer and confirmed the cancellation of his orderWe also advised the customer that he will not be billed for the FiOS services that were not deliveredThe required equipment return authorization has been issued and based upon the customer’s stated intent to return that equipment forthwith, he will not be billed unreturned equipment chargesAn email confirming all action taken was provided to the customerVerizon apologizes for the poor service and inconvenience that the customer experienced as a result of this matter
Our technical support team left multiple messages for [redacted] to please contact us so that we may identify the specific issues with his service that have yet to be resolved and work with him towards a resolutionHe did not return their callsWe did however issue courtesy credits to his account of $on April **, and another $on May * [redacted] will need to contact and work with out technical support team and we look forward to his returning their calls."
Thank you for referring the complaint of [redacted] to our office for review We appreciate your bringing this matter to our attentionResearch shows service order [redacted] completed establishing service on VacationRecords show on service order [redacted] completed disconnecting service for non-payment Research determined [redacted] previously established payment arrangements with Verizon FinancialsAdditional research determined the payment arrangement was not upheld, which resulted in the disconnection of service Once the balance has been brought to zero [redacted] would need to re-apply for serviceA Verizon representative spoke with [redacted] who indicated satisfaction with the resolutionWe trust this information will assist you in closing this complaint If you have any questions regarding this matter, please do not hesitate to contact me at */###-###-####Thank you, Amy BVerizon Executive Customer Relations **###-###-####
The customer filed a request for pre-mediation/arbitration on this issueThe issue was referred to Verizon legal for handlingVerizon legal investigation found that the customer missed the deadline to file an appeal
Please be advised were able to speak with [redacted] on March **, to review the account She advised that she was misinformed by two different representatives of Verizon that she was no longer in a contract Our records show the early termination fee was explained and previously sustained, however we agree to issue credit for half the fee as a good will gesture We also issued credit for the restoral fee she was billed [redacted] accepted the partial credit as resolution We trust this provides your office with the information required in this matter
Revdex.com: 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.I would also suggest that Verzion put FIOS into my neighborhood to provide competition for [redacted] *** Sincerely, [redacted]
We reviewed the information provided and completed all actions required to ensure that the account has been removed from credit report
A credit was issued for the returned equipment in the amount of $ We have notified the credit reporting agencies of our error and asked that they remove any negative reporting that resulted from this error The customer has been advised to allow - billing cycles for the credit to post and up to days for the credit reporting agencies to update their records
Florida Executive Relations/ [redacted] *-Customer Financial Services/10:01a 6-*-2015/The customer is not returning my callsAccounting has reversed the funds of $back into the customers bank accoutn as of 6/*/Laura
I issued an order to make this service non published and added a $discount per month for months
Revdex.com: I accepted this respond because they told me there is nothing they can do nowThey told me that they are migrating me to the new router in this area but not sure when this could be doneTherefore, they offered me $off from my bill for monthsBut anyway I think they need to fix this issue ASAP Sincerely, [redacted] ***
Please be advised Verizon has offered to install Fios to customer as a only fix for her Internet issueVerizon has also credited [redacted] many times and have advised her we will no longer credit her that Fios will resolve her internet issues [redacted] makes appointments for Fios and cancels them [redacted] asks for credit with out calling a repair ticket and wants Verizon to just credit when she say soThis [redacted] s [redacted] complaint and countingVerizon advised [redacted] to provide an exact date of when she will available to install fios
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that there is no further action to be taken and the matter has been resolvedVerizon took a very long time to respond to this complaint, the reason for which was their initial unsatisfactory responseI am not accustomed to making such complaints, but I have made about five Revdex.com complaints this year about Verizon because of their poor customer serviceI think management is stinting on this area and not funding it or the education of the people Sincerely, [redacted]
A Specialist was able to reach the customer on February [redacted] to discuss what happened when she renewed her bundle on January *** The Specialist spoke with the customer and she stated she didn’t request a change to her television liwhen she renewed The Specialist explained that is why her bundle rate is $when it was previously $and her discounts were expiring January **, The Specialist spoke again with the customer on February [redacted] and issued an order to change the TV package while keeping her previous rate of $ The Specialist also agreed to give an additional credit starting with the February bill till end of contract, January *, 2019, due to misinformationShe also issued a one-time bill creditAccording to our records, a [redacted] gift card was not on the Simple Order Confirmation which was sent on January [redacted] when the order was placed, there were no notes stating the gift card nor was the an offer for a gift card with a triple play with local TV
A Specialist spoke with the customer on September [redacted] to discuss billing The customer stated that his bill was to be around $a month, but has increased to $ The Specialist apologized to the customer for any frustration caused by the billing issueThe Specialist informed the customer that he did find a note from August **, advising the customer to call back once the discounts expired to have them added back on The Specialist honored the note on the account The Specialist issued an order to add HBO/Starz back to the account with $discount for months The Specialist explained the monthly bill would be approximately $ The customer accepted the offer and had no further questions or concerns