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: When I call the phone number given (###-###-####), no one I talk to understands what is going on Please listen to my past calls In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
A Verizon billing escalation representative spoke with [redacted] and agreed to provide a standard set top box at no chargeA Verizon technician was dispatched on and installed an outlet for herThe representative will follow up the July bill to make sure the billing is correct
On June *, 2016, subsequent to receipt of the complaint, I contacted [redacted] and apologized for the alleged rude behavior by Verizon representatives, etcMsalso objected to being asked to troubleshoot with Company representatives I politely responded by stating that troubleshooting can prove to be effective and efficient in that sometimes a problem can be resolved with simple measures takenNevertheless, [redacted] advised that a technician was out that day and told her that her computer has a virusThe trouble report reflects that the technician found issues with the customer’s equipment/electronics She thought she was covered by a security plan but her account does not reflect any such service on her account [redacted] was upset and wanted to know what are her options regarding maintaining the integrity of her internetI advised I would forward her concern to our Fiber Solutions Center to contact her and advise her of available options A Fiber Solutions Center representative spoke to the customer and verified that a technician was dispatched and service verified to be working fine No further issues per the customer
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, [redacted] expressed concern about his Verizon promotional package [redacted] claims that he should have a total price of $which should be continued through June of [redacted] advised his pricing is at an amount of $currentlyUpon review, Verizon noted that [redacted] had a case open with Verizon's Executive Relations in June of Verizon communicated with [redacted] in June of and advised that his contract expired on An order was done to keep his current Verizon bundle discounts the same through June of On top of the Verizon discounts extended to [redacted] he also received a valued customer credit of $for monthsAt that time, [redacted] was advised that his Verizon discounts will end in June of and the valued customer credit will end in October of The service order confirmation and the bills sent in June of confirm the expiration dates related to the discounts [redacted] was also sent an email on to the address, [redacted] which clearly detailed the expectations of his billing going forwardVerizon did review the online chat from the Verizon website with [redacted] but the emails and service order confirmation regarding his previous contract supersede any online chat textVerizon communicated with [redacted] again on We advised because he placed a new contractual order for new terms on 0617, any information communicated and not completed was no longer validThis is because he agreed to new terms and promotions on at a total price of $for years [redacted] was told he has days from that date to cancelVerizon communicated with [redacted] on and he advised he canceled his Verizon FIOS serviceSubsequently, I did advise [redacted] that I could have someone from our sales department contact him to see if there are any better promotions [redacted] agreed to review our new current offersFurthermore, I have left a number for [redacted] to call should he have any additional questions or concerns
[redacted] is requesting additional creditsAll additional credit has been sustained per the previous Revdex.com response Per Verizon records [redacted] was out of service from
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: [You still did not address us being wrongfully billed in the amount of $from our previous ( [redacted] address and it being turned over to [redacted] I've called them as well as Verizon about clearing this up and it is still not resolvedI just received another notice to pay this balance that I do not oweVerizon made the mistake of opening up another account at this address after we closed it out and moved...they apologized and said they would close it out but later we got a bill so Verizon never did close it or fix it.] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, Dylisia Sims
We require legal name for billing purposesIn order for the bill name to be changed we explained to the customer we will need the customer to provide a copy of the legal name change documentation We consider this case closed until the proper documentation is received from the customer
Verizon investigation determined the customer was sent a $restricted [redacted] gift card The Service Order Confirmation reflected the customer was to receive a regular $ [redacted] gift card I spoke with [redacted] on April *, 2017, apologized and advised her to call ###-###-#### to have the card she received changed for the type of card she was supposed to receive I explained I tried to do this for her but for security purposes information from the gift card she received was required I advised [redacted] to call me if she had any problems I did not hear back from [redacted] and called leaving her a message and provided my number for call back if she required any further assistance
Please close this case.Resolution:I spoke with customer and apologized that he is having troubles with his internet service I offered customer $off for mosI advised customer that it may take up to days to be applied to his acctJennifer W***Senior Analyst Verizon Executive Relations Team
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: As I stated before if you speak to the tech who originally came to my residences they will tell you as they told me since I started this service for "Enhanced speed" I was not getting that for years I am requesting one year reimbursement or deduction of my bill What about the whole time, I was paying for something I was not getting? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
On 118, a representative spoke with the customer about the concern The representative advised our records show he was told the upgrade fee and the service order fees would be waived The representative also issued the adjustment to the account $upgrade fee and a second credit of $for the service order fees The customer advised the issue was resolved We apologize for the inconvenience this matter caused
We have left voice mails, but we have not heard back from the customer The customer will need to call us back if they would like to discuss further Per our notes, the customer placed an order to disconnect high speed internt and is going back to [redacted] since [redacted] couldn't provide service
Records indicate the customer made contact with Verizon on January *, to question the $increase for the equipment fees The representative informed the customer, per the terms of service, the equipment is not part of the contracted bundle rate The representative offered to go over the terms of service via the website but the customer declined Concerning the DVR service issues, Verizon's Fiber Service Solutions team is working with the customer to rectify the issue The representative determined the cause of the problem is Ad Insertion, which results when there are ad insertions that do not translate when recording and causes the programming to shut down The representative informed the issue is being worked by Verizon's Tier Support team and there is no estimated time of completion The representative will remain in contact with the customer until the trouble ticket is closed
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 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 potentially satisfactory to me and the matter has been resolved, basically nothing can be done.Here's hoping for more competition in this industry 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.This inquiry is to be removed from my credit within daysI will follow up if it is not removed by then 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 have not received any check so farI am still waiting [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised, Verizon has reviewed the consumers account, records reflect Data sevices were inadvertanly removed from the accountIn December Data services were added back onto the account, however in error the Ultimate Entertainment Pack was then removed The Ultimate package was added back onto the account and adjustments totaling $were applied to the consumers for the multiple issues experienced surrounding the account and inconvenience caused The consumer has advised she was pomised credit in the amounts of $plus an additional $, for a total of $On Verizon issued the remaining $credit for a total adjustment amount of $ This credit appears on the February billing statement Verizon has spoken with the consumer as of and advised of the additional monies added to the accountVerizon again apologizes for any inconvenience caused surrounding these matters
Dear [redacted] ***,According to our records, Verizon referred this matter to our Financial Services team for investigationAs a result, we found that [redacted] under account number [redacted] had a final bill with a statement date of April **, with a total balance of $ [redacted] made payments of $73.63, $47.27, $50.00, and another $to the collection agency on fileThere was a difference owed and not paid in the amount of $ [redacted] *** has settled the account, meaning he paid less than what was owed, and is not legally responsible for the remaining balanceSettled accounts are not removed from credit reports; but are reported as paid collection with customer paying less than what was owedWe hope this information assists you with this complaint
Please be advised Verizon records show statements were mailed to the home as well as a notice of suspension A Verizon Billing Specialist spoke to [redacted] November ***, to advise this information and that the early termination fee would not be waived He further advised the NFL Network is included with Preferred HD channel lineup but only DirecTV has the NFL Sunday TicketWe trust this provides your office with the information required in this matterThank you, MsM [redacted] SrAnalyst Verizon 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: When I call the phone number given (###-###-####), no one I talk to understands what is going on Please listen to my past calls In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
A Verizon billing escalation representative spoke with [redacted] and agreed to provide a standard set top box at no chargeA Verizon technician was dispatched on and installed an outlet for herThe representative will follow up the July bill to make sure the billing is correct
On June *, 2016, subsequent to receipt of the complaint, I contacted [redacted] and apologized for the alleged rude behavior by Verizon representatives, etcMsalso objected to being asked to troubleshoot with Company representatives I politely responded by stating that troubleshooting can prove to be effective and efficient in that sometimes a problem can be resolved with simple measures takenNevertheless, [redacted] advised that a technician was out that day and told her that her computer has a virusThe trouble report reflects that the technician found issues with the customer’s equipment/electronics She thought she was covered by a security plan but her account does not reflect any such service on her account [redacted] was upset and wanted to know what are her options regarding maintaining the integrity of her internetI advised I would forward her concern to our Fiber Solutions Center to contact her and advise her of available options A Fiber Solutions Center representative spoke to the customer and verified that a technician was dispatched and service verified to be working fine No further issues per the customer
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, [redacted] expressed concern about his Verizon promotional package [redacted] claims that he should have a total price of $which should be continued through June of [redacted] advised his pricing is at an amount of $currentlyUpon review, Verizon noted that [redacted] had a case open with Verizon's Executive Relations in June of Verizon communicated with [redacted] in June of and advised that his contract expired on An order was done to keep his current Verizon bundle discounts the same through June of On top of the Verizon discounts extended to [redacted] he also received a valued customer credit of $for monthsAt that time, [redacted] was advised that his Verizon discounts will end in June of and the valued customer credit will end in October of The service order confirmation and the bills sent in June of confirm the expiration dates related to the discounts [redacted] was also sent an email on to the address, [redacted] which clearly detailed the expectations of his billing going forwardVerizon did review the online chat from the Verizon website with [redacted] but the emails and service order confirmation regarding his previous contract supersede any online chat textVerizon communicated with [redacted] again on We advised because he placed a new contractual order for new terms on 0617, any information communicated and not completed was no longer validThis is because he agreed to new terms and promotions on at a total price of $for years [redacted] was told he has days from that date to cancelVerizon communicated with [redacted] on and he advised he canceled his Verizon FIOS serviceSubsequently, I did advise [redacted] that I could have someone from our sales department contact him to see if there are any better promotions [redacted] agreed to review our new current offersFurthermore, I have left a number for [redacted] to call should he have any additional questions or concerns
[redacted] is requesting additional creditsAll additional credit has been sustained per the previous Revdex.com response Per Verizon records [redacted] was out of service from
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: [You still did not address us being wrongfully billed in the amount of $from our previous ( [redacted] address and it being turned over to [redacted] I've called them as well as Verizon about clearing this up and it is still not resolvedI just received another notice to pay this balance that I do not oweVerizon made the mistake of opening up another account at this address after we closed it out and moved...they apologized and said they would close it out but later we got a bill so Verizon never did close it or fix it.] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, Dylisia Sims
We require legal name for billing purposesIn order for the bill name to be changed we explained to the customer we will need the customer to provide a copy of the legal name change documentation We consider this case closed until the proper documentation is received from the customer
Verizon investigation determined the customer was sent a $restricted [redacted] gift card The Service Order Confirmation reflected the customer was to receive a regular $ [redacted] gift card I spoke with [redacted] on April *, 2017, apologized and advised her to call ###-###-#### to have the card she received changed for the type of card she was supposed to receive I explained I tried to do this for her but for security purposes information from the gift card she received was required I advised [redacted] to call me if she had any problems I did not hear back from [redacted] and called leaving her a message and provided my number for call back if she required any further assistance
Please close this case.Resolution:I spoke with customer and apologized that he is having troubles with his internet service I offered customer $off for mosI advised customer that it may take up to days to be applied to his acctJennifer W***Senior Analyst Verizon Executive Relations Team
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: As I stated before if you speak to the tech who originally came to my residences they will tell you as they told me since I started this service for "Enhanced speed" I was not getting that for years I am requesting one year reimbursement or deduction of my bill What about the whole time, I was paying for something I was not getting? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
On 118, a representative spoke with the customer about the concern The representative advised our records show he was told the upgrade fee and the service order fees would be waived The representative also issued the adjustment to the account $upgrade fee and a second credit of $for the service order fees The customer advised the issue was resolved We apologize for the inconvenience this matter caused
We have left voice mails, but we have not heard back from the customer The customer will need to call us back if they would like to discuss further Per our notes, the customer placed an order to disconnect high speed internt and is going back to [redacted] since [redacted] couldn't provide service
Records indicate the customer made contact with Verizon on January *, to question the $increase for the equipment fees The representative informed the customer, per the terms of service, the equipment is not part of the contracted bundle rate The representative offered to go over the terms of service via the website but the customer declined Concerning the DVR service issues, Verizon's Fiber Service Solutions team is working with the customer to rectify the issue The representative determined the cause of the problem is Ad Insertion, which results when there are ad insertions that do not translate when recording and causes the programming to shut down The representative informed the issue is being worked by Verizon's Tier Support team and there is no estimated time of completion The representative will remain in contact with the customer until the trouble ticket is closed
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 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 potentially satisfactory to me and the matter has been resolved, basically nothing can be done.Here's hoping for more competition in this industry 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.This inquiry is to be removed from my credit within daysI will follow up if it is not removed by then 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 have not received any check so farI am still waiting [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please be advised, Verizon has reviewed the consumers account, records reflect Data sevices were inadvertanly removed from the accountIn December Data services were added back onto the account, however in error the Ultimate Entertainment Pack was then removed The Ultimate package was added back onto the account and adjustments totaling $were applied to the consumers for the multiple issues experienced surrounding the account and inconvenience caused The consumer has advised she was pomised credit in the amounts of $plus an additional $, for a total of $On Verizon issued the remaining $credit for a total adjustment amount of $ This credit appears on the February billing statement Verizon has spoken with the consumer as of and advised of the additional monies added to the accountVerizon again apologizes for any inconvenience caused surrounding these matters
Dear [redacted] ***,According to our records, Verizon referred this matter to our Financial Services team for investigationAs a result, we found that [redacted] under account number [redacted] had a final bill with a statement date of April **, with a total balance of $ [redacted] made payments of $73.63, $47.27, $50.00, and another $to the collection agency on fileThere was a difference owed and not paid in the amount of $ [redacted] *** has settled the account, meaning he paid less than what was owed, and is not legally responsible for the remaining balanceSettled accounts are not removed from credit reports; but are reported as paid collection with customer paying less than what was owedWe hope this information assists you with this complaint
Please be advised Verizon records show statements were mailed to the home as well as a notice of suspension A Verizon Billing Specialist spoke to [redacted] November ***, to advise this information and that the early termination fee would not be waived He further advised the NFL Network is included with Preferred HD channel lineup but only DirecTV has the NFL Sunday TicketWe trust this provides your office with the information required in this matterThank you, MsM [redacted] SrAnalyst Verizon Executive Relations