The order number provided could not be foundWe will need to speak with [redacted] in order to look further into this concernSeveral attempts were made to reach the customer without success and a call me letter was mailed
We have left a voice mail stating we need to schedule a technician to go out to add the STB We have called times and have not received a call back The customer must return our call and we can deal with his issue directly Case closed
Thank you for referring this complaint to us for a responseis concerned about a router maintenance surcharge of $per monthVerizon has added this fee to address the high costs associated with two older models of routers that some customers continue to use, while at the same time encouraging these customers to move to newer, more capable routers through cost-effective offerings.The $router maintenance surcharge will only apply to the relatively small number of customers still using first- and second-generation Verizon-provided broadband home routers (Actiontec MI424WR Rev A, C, D, E or F, or the Westell 9100EM Rev A or C)For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessedThe newer models are faster, have greater wireless range, offer greater WiFi security (through use of the WPAprotocol), and provide a better customer experience in numerous waysOnly customers who choose not to upgrade will be billed the router maintenance surcharge.Router technology, like the devices that use broadband (e.g., computers, laptops, tablets, and smartphones), has changed and improved over timeCustomers with first- and second-generation Verizon-provided routers require a greater number of service calls and service visits, particularly as these routers are used to interact with newer and more advanced devicesVerizon will continue to service and support these older model routers, but it has established the $2.80/month maintenance fee to offset the higher cost to support them.Verizon began notifying customers through email and direct mail starting July **All customers should have been notified by August **Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routersThose notified in August will see the fee in their October bill cycle if they choose not to upgrade.Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third-generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the fourth-generation, state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $a month.We hope this assists you to close this complaint.Attempts to contact the customer to address his concerns have not been successful
Good afternoon, The channel in question, NFL Network, was included in the customers package as he had standalone HBO service, it should be noted that the charge for HBO was credited every month and still isCustomer began service with FiOS in November of and at the time it was included However, as of 815, NFL Network is no longer included with Standalone HBO serviceBundle agreements are valid only for the location were service was installed, when the customer moved a new bundle agreement was required and the previous video package was not grandfathered as the service location had changedAdditionally, per the FiOS TV Terms of Service: SERVICE CHANGESSubject to applicable law, we reserve the right to change, rearrange, add, delete or otherwise modify the Service at any time, with or without prior notice to you, including changing, rearranging or otherwise modifying our Programming packages, the selections available in those packages, the Equipment, any Other Devices, and any other features, products and services that we offerVerizon or its suppliers may, without notice or liability, restrict the use of any Services or limit its time of availability in order to perform maintenance activities and to maintain security Due to the findings of our investigation, we will not be adding NFL network to the customers accountCustomer will have to upgrade video package in order to do soThat is our final position
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me, but have no choice and the matter has been resolved 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: Terrible customer service, terrible records, and misleading responses to the Revdex.comThe final bill charged is not valid and is unsubstantiatedPlease have all amount due rescinded with the credit agency and email and mail me a final satisfactory billI have yet to receive any of thisIn Verizon’s response they confirmed that they missed recorded the payment, thus the bill provided by them was wrongAlso I have still not received a complete itemized bill indicating all historical payment, in order for me to properly cross reference to my records all of my prior paymentsAdditionally, the service period noted above is incorrectService was terminated on March ** Just because they have a bill or they sent a bill, doesn’t mean it’s correctI spoke to a Verizon customer service personal previously in early August who confirmed to me that service was terminated in March **, 2016, and that the outstanding balance represents amount unpaid through that dateAs all calls are recordedPlease have Verizon provided a review of prior phone conversationsOnce they found unrecorded payments they moved the date to June to justify their claim of an outstanding balance 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 find that this resolution is satisfactory to me and the matter has been resolved The need to go to the Revdex.com would not have been necessary had the company been more proactive and not failed to respond appropriately after more than one call The final person that responded to the complaint from Verizon handled his part well Sincerely, [redacted]
CSSC rep spoke to [redacted] today, and apologized that he has been having billing issues and that we still have not returned his depositShe confirmed that the bill he got for for ###-###-#### was adjusted in full and that he does not owe anything on itI issued credit for the router that he returned for The deposit is going to be put on the final bill so once that generates she will expedite the refund check [redacted] is satisfied
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 Thank you, Analisa, you were fantastic and I couldn't have gotten the proper resolution without you Sincerely, [redacted]
A Specialist has been working with customer since Tuesday, September *** The customer was upset that her number ported to T-Mobile without her knowledge It was confirmed that there was an error in the port out of the number.The customer left the Specialist a voicemail today thanking her and confirming that her service is now working properly The Specialist also agreed to give a courtesy credit
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Technical Support departmentAccording to our records, [redacted] expressed concern about trouble related to her phoneUpon review, Verizon immediately scheduled a technician to visit her address on and we found line trouble at a corresponding manholeHowever, Verizon could not access the manhole until Verizon confirmed working services to [redacted] ***’s address on Subsequently, Verizon referred this matter to our Customer Service departmentCustomer Service issued an adjustment in the amount of $covering the out of service dates between – and – Furthermore, I have left my number with [redacted] should she have any additional questions or concerns
Upon receipt of the complaint, a message was left on the customer's voice mail on June **The issue was referred to the appropriate department to review and investigateThe representative locate the account which reflected the refund and submitted a request to process the refundI spoke with the customer on June [redacted] who advised he paid with his debit cardI apologized for the inconvenience and thanked him for his patienceAs we do not have the ability to issue refunds to debit or credit cards, when the credit is approved, a check will be mailed to the final bill address which was confirmed with the customerI spoke with the customer on June and advised the refund was approved, ready for print and he should receive it in one to two business daysI advised since the holiday is Tuesday, he should receive it by the end of next weekHe thanked me for the follow through and has my contact information if there are any questions
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] At this time, they have still not fixed my bill, stating that there is still some kind of system error I sincerely hope that if this complaint is closed, they will continue to work on the issue until resolved 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 believe that Verizon has gone above and beyond to make sure that I regain service and trust However, I cannot close the complaint at this time because I still have not heard of financial compensation.Verizon has issued a month credit of $ However, my service was out for approximately a year Based on my conversations with one of the reps, that rep is working on getting me a more substantial amount regarding the service Until we can both meet and come up with a larger credit; I cannot close this complaint at this time I do hope everyone at Verizon understands my stance on this matter I do again appreciate what has been done so far, and I do not take it for granted So, once I hear from Verizon with some other form of compensation, I will close the case at that time Thank you for understanding, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised the Revdex.com the case for [redacted] is fused with a [redacted] and I am very confused who are what are you talking about but Verizon will be issuing [redacted] an additional credit for
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: During the phone call in April, at no point representative informed that in order to very little bill reduction (by around $4) it will bind with new 2-years contractI would never agreed to any such contract with struggling business which is closed nowVerizon tricked the 11-year long loyal customer to pay $(ETF) by providing $discount for months Yes I might have missed read/understand a lengthy contract email however, there should have some courtesy and fairness while treating 11-year long loyal customer who disconnected service for a genuine reason VSfew months old customer with payment regularity issuePlease take partial responsibility of your miss/no information during April call or, have negative ratings from the 11-year old customer 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 contacted [redacted] and apologized for his concern I ensured I would have a Verizon Fiber Solutions Center representative contact him regarding his issue between 11AM and 3PM, Friday, September **, Today, September **, 2017, a Fiber Solutions Center representative spoke to [redacted] It was determined that he has two issues First, involves wireless interference in his Manhattan apartment building There are multiple devices emitting signals that interfere with his router The representative explained to the customer that he can view the interference through His DOS program The representative also advised his about the My FIOS APP wifi analyzer The customer also claimed to have a defective Ipad With regard to his router, it has been up and active for over nine (9) days without any issues other than the wireless problems already discussed I also authorized a three-week courtesy credit totaling $on the customer’s account that will appear on his next billing statement
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Technical Support departmentAccording to our records, [redacted] expressed concern about the inability to use the phone number ###-###-#### under Verizon’s service [redacted] also expressed concern about very slow internet speedsUpon review, Verizon noted the phone number ###-###-#### shows as active under Mr [redacted] Verizon profileUnfortunately, [redacted] states he still does not have access to this phone numberVerizon advised we would like to troubleshoot and send a technician to his location at his earliest convenienceOur last communication with [redacted] was on when he advised he could not select a concrete date in which he would be available for our technicians [redacted] will call us when ready so that we can repair his servicesVerizon will continue to await his call and looks forward to caring for his issues through completionSubsequently, once we have determined and cared for his issues, Verizon will issue out of service credits based on the time his services were outFurthermore, I have left my number with [redacted] should he have any additional questions or concerns
The latest rejection simply states to see the original issue There was no attachment included nor any additional verbiage A review of the original response reflected the following:Subsequent to receipt of the complaint, a Verizon billing consultant spoke to [redacted] today, January **, The consultant advised that the Game Show Network ("GSN") is not available in [redacted] 's current package and all channel packages are subjected to change [redacted] advised he does not want to change from his current package and stated he had no further concerns In subsequent rebuttals, I also included Verizon’s Terms of Service that advised of Verizon’s latitude in making changes to its channel lineup I understand that [redacted] does not agree with the policy; however, there is no change in Verizon's position In addition, the early termination fee cannot be waived On behalf of Verizon, I apologize regarding earlier explanations that were delivered in an unprofessional manner to him as was stated in his initial complaint
The order number provided could not be foundWe will need to speak with [redacted] in order to look further into this concernSeveral attempts were made to reach the customer without success and a call me letter was mailed
We have left a voice mail stating we need to schedule a technician to go out to add the STB We have called times and have not received a call back The customer must return our call and we can deal with his issue directly Case closed
Thank you for referring this complaint to us for a responseis concerned about a router maintenance surcharge of $per monthVerizon has added this fee to address the high costs associated with two older models of routers that some customers continue to use, while at the same time encouraging these customers to move to newer, more capable routers through cost-effective offerings.The $router maintenance surcharge will only apply to the relatively small number of customers still using first- and second-generation Verizon-provided broadband home routers (Actiontec MI424WR Rev A, C, D, E or F, or the Westell 9100EM Rev A or C)For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessedThe newer models are faster, have greater wireless range, offer greater WiFi security (through use of the WPAprotocol), and provide a better customer experience in numerous waysOnly customers who choose not to upgrade will be billed the router maintenance surcharge.Router technology, like the devices that use broadband (e.g., computers, laptops, tablets, and smartphones), has changed and improved over timeCustomers with first- and second-generation Verizon-provided routers require a greater number of service calls and service visits, particularly as these routers are used to interact with newer and more advanced devicesVerizon will continue to service and support these older model routers, but it has established the $2.80/month maintenance fee to offset the higher cost to support them.Verizon began notifying customers through email and direct mail starting July **All customers should have been notified by August **Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routersThose notified in August will see the fee in their October bill cycle if they choose not to upgrade.Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third-generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the fourth-generation, state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $a month.We hope this assists you to close this complaint.Attempts to contact the customer to address his concerns have not been successful
This matter has been referred to [redacted] (Verizon's Damage Claim Insurance Provider)All concerns should be directed to [redacted]
Good afternoon, The channel in question, NFL Network, was included in the customers package as he had standalone HBO service, it should be noted that the charge for HBO was credited every month and still isCustomer began service with FiOS in November of and at the time it was included However, as of 815, NFL Network is no longer included with Standalone HBO serviceBundle agreements are valid only for the location were service was installed, when the customer moved a new bundle agreement was required and the previous video package was not grandfathered as the service location had changedAdditionally, per the FiOS TV Terms of Service: SERVICE CHANGESSubject to applicable law, we reserve the right to change, rearrange, add, delete or otherwise modify the Service at any time, with or without prior notice to you, including changing, rearranging or otherwise modifying our Programming packages, the selections available in those packages, the Equipment, any Other Devices, and any other features, products and services that we offerVerizon or its suppliers may, without notice or liability, restrict the use of any Services or limit its time of availability in order to perform maintenance activities and to maintain security Due to the findings of our investigation, we will not be adding NFL network to the customers accountCustomer will have to upgrade video package in order to do soThat is our final position
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me, but have no choice and the matter has been resolved 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: Terrible customer service, terrible records, and misleading responses to the Revdex.comThe final bill charged is not valid and is unsubstantiatedPlease have all amount due rescinded with the credit agency and email and mail me a final satisfactory billI have yet to receive any of thisIn Verizon’s response they confirmed that they missed recorded the payment, thus the bill provided by them was wrongAlso I have still not received a complete itemized bill indicating all historical payment, in order for me to properly cross reference to my records all of my prior paymentsAdditionally, the service period noted above is incorrectService was terminated on March ** Just because they have a bill or they sent a bill, doesn’t mean it’s correctI spoke to a Verizon customer service personal previously in early August who confirmed to me that service was terminated in March **, 2016, and that the outstanding balance represents amount unpaid through that dateAs all calls are recordedPlease have Verizon provided a review of prior phone conversationsOnce they found unrecorded payments they moved the date to June to justify their claim of an outstanding balance 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 find that this resolution is satisfactory to me and the matter has been resolved The need to go to the Revdex.com would not have been necessary had the company been more proactive and not failed to respond appropriately after more than one call The final person that responded to the complaint from Verizon handled his part well Sincerely, [redacted]
CSSC rep spoke to [redacted] today, and apologized that he has been having billing issues and that we still have not returned his depositShe confirmed that the bill he got for for ###-###-#### was adjusted in full and that he does not owe anything on itI issued credit for the router that he returned for The deposit is going to be put on the final bill so once that generates she will expedite the refund check [redacted] is satisfied
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 Thank you, Analisa, you were fantastic and I couldn't have gotten the proper resolution without you Sincerely, [redacted]
A Specialist has been working with customer since Tuesday, September *** The customer was upset that her number ported to T-Mobile without her knowledge It was confirmed that there was an error in the port out of the number.The customer left the Specialist a voicemail today thanking her and confirming that her service is now working properly The Specialist also agreed to give a courtesy credit
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Technical Support departmentAccording to our records, [redacted] expressed concern about trouble related to her phoneUpon review, Verizon immediately scheduled a technician to visit her address on and we found line trouble at a corresponding manholeHowever, Verizon could not access the manhole until Verizon confirmed working services to [redacted] ***’s address on Subsequently, Verizon referred this matter to our Customer Service departmentCustomer Service issued an adjustment in the amount of $covering the out of service dates between – and – Furthermore, I have left my number with [redacted] should she have any additional questions or concerns
Upon receipt of the complaint, a message was left on the customer's voice mail on June **The issue was referred to the appropriate department to review and investigateThe representative locate the account which reflected the refund and submitted a request to process the refundI spoke with the customer on June [redacted] who advised he paid with his debit cardI apologized for the inconvenience and thanked him for his patienceAs we do not have the ability to issue refunds to debit or credit cards, when the credit is approved, a check will be mailed to the final bill address which was confirmed with the customerI spoke with the customer on June and advised the refund was approved, ready for print and he should receive it in one to two business daysI advised since the holiday is Tuesday, he should receive it by the end of next weekHe thanked me for the follow through and has my contact information if there are any questions
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] At this time, they have still not fixed my bill, stating that there is still some kind of system error I sincerely hope that if this complaint is closed, they will continue to work on the issue until resolved 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 believe that Verizon has gone above and beyond to make sure that I regain service and trust However, I cannot close the complaint at this time because I still have not heard of financial compensation.Verizon has issued a month credit of $ However, my service was out for approximately a year Based on my conversations with one of the reps, that rep is working on getting me a more substantial amount regarding the service Until we can both meet and come up with a larger credit; I cannot close this complaint at this time I do hope everyone at Verizon understands my stance on this matter I do again appreciate what has been done so far, and I do not take it for granted So, once I hear from Verizon with some other form of compensation, I will close the case at that time Thank you for understanding, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised the Revdex.com the case for [redacted] is fused with a [redacted] and I am very confused who are what are you talking about but Verizon will be issuing [redacted] an additional credit for
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: During the phone call in April, at no point representative informed that in order to very little bill reduction (by around $4) it will bind with new 2-years contractI would never agreed to any such contract with struggling business which is closed nowVerizon tricked the 11-year long loyal customer to pay $(ETF) by providing $discount for months Yes I might have missed read/understand a lengthy contract email however, there should have some courtesy and fairness while treating 11-year long loyal customer who disconnected service for a genuine reason VSfew months old customer with payment regularity issuePlease take partial responsibility of your miss/no information during April call or, have negative ratings from the 11-year old customer 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 contacted [redacted] and apologized for his concern I ensured I would have a Verizon Fiber Solutions Center representative contact him regarding his issue between 11AM and 3PM, Friday, September **, Today, September **, 2017, a Fiber Solutions Center representative spoke to [redacted] It was determined that he has two issues First, involves wireless interference in his Manhattan apartment building There are multiple devices emitting signals that interfere with his router The representative explained to the customer that he can view the interference through His DOS program The representative also advised his about the My FIOS APP wifi analyzer The customer also claimed to have a defective Ipad With regard to his router, it has been up and active for over nine (9) days without any issues other than the wireless problems already discussed I also authorized a three-week courtesy credit totaling $on the customer’s account that will appear on his next billing statement
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Technical Support departmentAccording to our records, [redacted] expressed concern about the inability to use the phone number ###-###-#### under Verizon’s service [redacted] also expressed concern about very slow internet speedsUpon review, Verizon noted the phone number ###-###-#### shows as active under Mr [redacted] Verizon profileUnfortunately, [redacted] states he still does not have access to this phone numberVerizon advised we would like to troubleshoot and send a technician to his location at his earliest convenienceOur last communication with [redacted] was on when he advised he could not select a concrete date in which he would be available for our technicians [redacted] will call us when ready so that we can repair his servicesVerizon will continue to await his call and looks forward to caring for his issues through completionSubsequently, once we have determined and cared for his issues, Verizon will issue out of service credits based on the time his services were outFurthermore, I have left my number with [redacted] should he have any additional questions or concerns
The latest rejection simply states to see the original issue There was no attachment included nor any additional verbiage A review of the original response reflected the following:Subsequent to receipt of the complaint, a Verizon billing consultant spoke to [redacted] today, January **, The consultant advised that the Game Show Network ("GSN") is not available in [redacted] 's current package and all channel packages are subjected to change [redacted] advised he does not want to change from his current package and stated he had no further concerns In subsequent rebuttals, I also included Verizon’s Terms of Service that advised of Verizon’s latitude in making changes to its channel lineup I understand that [redacted] does not agree with the policy; however, there is no change in Verizon's position In addition, the early termination fee cannot be waived On behalf of Verizon, I apologize regarding earlier explanations that were delivered in an unprofessional manner to him as was stated in his initial complaint