Upon receipt of the complaint, an acknowledgement email was sent to the customer on December **, The issue was referred to the appropriate department to review and investigateOur records show an order was placed on line and a Service Order Confirmation was emailed to the customer showing the estimated monthly rate, the discounts, and expiration datesAfter submitting the order, the customer took a screen shot of it before receiving the confirmation email which he sent to the representativeIt was confirmed we received the email showing the monthly rateWe have a follow up to manually add the additional months for in December An apology email was sent to the customer on January **, 2018, advising of the resolution
Subsequent to receipt of the complaint, a technician was dispatched December *, and he removed the wires left from the prior job I contacted [redacted] to confirm that the work was done to her satisfaction She advised me received a call from the local manager, Mark M [redacted] and thanked me for the follow-up She said the matter is resolved
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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention [redacted] expressed concern about Verizon High Speed Internet at her home locationPlease be advised that our Billing Investigation Team was able to speak with [redacted] today, May *, There was a refund issued and will be credited back to [redacted] s credit card within to business daysWe trust that this information will assist you in the closing of this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not exactly what I wantedAlthough I appreciate their consideration in giving me the half a month off, it still wasn’t how I wanted this to be handledThe complaint is done and over with, but I am still very unpleased with how it was handledI will not go back to Verizon’s service ever again 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]
The case was sent to the business office for review.A specialist called [redacted] and reviewed her concernsShe explained that she is getting everything that she is supposed to be getting, HSI enhanced, Freedom Essentials and DTVShe did verify that her Auto pay is set up at this point and that we do see a $regional value credit for the next months should appear on March statementWent over paper free billing and that bills will be sent to her email addressCustomer states she is happy as long as she is getting what she is paying forCustomer thinks it's very frustrating to speak with agents that do not speak English and are overseasWas happy to speak to someone she could understand and that understands her
The customer rebundled their package in September and there was a $bundle discount for monthsThe representative included a $discount from the previous contract which was due to expire in October The representative issued one time credits of $ which includes tax for the $discount for the months and $including tax for credits totaling $
Subsequent to receipt of the complaint, I contacted [redacted] and apologized for her concern [redacted] stated she was never advised ahead of time of the one time installation/set up fee I advised [redacted] that I adjusted the first installment including tax of $and waived the remaining two installment charges from appearing on future bills [redacted] was very satisfied
Upon receipt of the complaint filed Verizon reviewed the consumer’s account The consumer expressed concern regarding upgrading their account to the FiOS Giga Bit Internet Service Verizon is experiencing technical difficulties with our ordering system to place the upgrade to the consumer’s account Verizon’s technical support team is working to resolve the issue Verizon will work directly with the consumer and will contact the consumer once the issue has been resolved with our technical support team As a courtesy for the ongoing issue Verizon has issued the consumer a credit to their account for $ The consumer has our contact information as well should they have any further concerns before the issue is resolved
We spoke with [redacted] and explained to him that we don't have any additional recommendations to approve his internet service At this time given his distance from the CO the speed is very good he is receiving
Upon receipt of the complaint filed Verizon reviewed the consumer's account The consumer expressed concern regarding a final bill they received with an early termination fee The consumer contacted Verizon on to transfer their service to a new address At the time the order was placed the consumer agreed to a two year contract with Verizon The consumer completed a terms of service agreement which records the consumer's acceptance of the two year contract On Verizon contacted the consumer to go over the order they placed to move their service to the new location and we played the recording of the acceptance of the year contract Verizon advised we sent the final bill to the address we had on file, the consumer did not provide a new mailing address or have forwarding set up thru the post office On Verizon provided the consumer our website [redacted] to submit payment for their final bill We also advised the consumer if they use paper check information for payment they will avoid paying the $bill matrix fee Verizon also apologized and advised the consumer this could not be removed from their credit report The consumer understood and has our contact information should they have any further concerns Verizon’s position remains the same
Please be advised, Verizon records reflect order # [redacted] was created carrying an original due date of Unfortunately due to the work stoppage Verizon was experiencing, the departments were short staffed and it unfortunately impacted our workload as well as the consumers, for this we do apologizeRecords reflect the service order completed on however the consumer did not have dial tone within the premiseA trouble ticket was created however had no access to the buildingA second technician was dispatched 6/*/and restored dial tone having repaired the inside wiring Verizon has spoken with the consumer and confirmed that services are functioningVerizon has agreed to follow up with the consumer once billing generates to ensure adjustments have been applied to the account for the timeframe in which she was unable to access Verizon services
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention [redacted] expressed concern about her Verizon services Please be advised that our Sales and Service Team has been able to speak with [redacted] on several occasions per this concernWe were able to advise that the pending orders had system errors attached to them and needed to be cancelledWe have attempted to place upgrade orders to have her account services migrated from the Dry Loop that she currently has to basic Dial Tone with DSL internet attached [redacted] understands that due to system issues we have yet to be able to complete an orderWe will continue to work with [redacted] towards a resolutionShe has our direct contact information if needed to discuss these matter further We trust that this information will assist you in the closing of this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Please be advised, Verizon has made multiple attempts to speak with the consumer since receiving the rebuttal complaintVoicemail messages have been left on both the home telephone number and the can be reached number providedAn email was also forwarded to the consumer advising of our attempts to speak with him and also requesting that the consumer provide a good time of day in which we can contact him to discuss the matter thoroughlyTo date, Verizon has not received a response from the consumer
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, Susan Root expressed concern about the continuous billing of D.V.Requipment after her removal request and a promised $recurring credit never receivedUpon review, Verizon communicated with [redacted] on and apologized for her inconvenienceVerizon notes [redacted] did call on to remove the D.V.Rservice and was promised a $discount for a period of monthsVerizon subsequently processed an order to remove the D.V.Rand adjusted the October and November billing cyclesIn addition, Verizon issued a one-time courtesy credit in the amount of $for the missing promised discount related to the November billing statementThe total credit amounts to $which will appear no later than the December billing statementIn addition, Verizon processed a recurring credit of $per month for months to start no later than her January billing cycleFurthermore, I have left my number with [redacted] should she have any additional questions or concerns
The account ending in was disconnected on and we have credited the final balance of $114.03, as the account was created in errorWe have attempted to contact the customer to advise him of the resolution; however he is out of the country
A Specialist was reached out to the customer on July [redacted] to discuss the $increase in her bill The Specialist left a message on her voice mail stating he issued a one-time $credit and added a recurring adjustment of $for the next months (through end of current contract in 10/) The recurring adjustment will post to the account after the bill is generated so the bill will not reflect the $15.00, but the amount due will be $less
Upon receipt of the complaint, an acknowledgement email was sent to the customer on December **, The issue was referred to the appropriate department to review and investigateOur records show an order was placed on line and a Service Order Confirmation was emailed to the customer showing the estimated monthly rate, the discounts, and expiration datesAfter submitting the order, the customer took a screen shot of it before receiving the confirmation email which he sent to the representativeIt was confirmed we received the email showing the monthly rateWe have a follow up to manually add the additional months for in December An apology email was sent to the customer on January **, 2018, advising of the resolution
Subsequent to receipt of the complaint, a technician was dispatched December *, and he removed the wires left from the prior job I contacted [redacted] to confirm that the work was done to her satisfaction She advised me received a call from the local manager, Mark M [redacted] and thanked me for the follow-up She said the matter is resolved
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
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention [redacted] expressed concern about Verizon High Speed Internet at her home locationPlease be advised that our Billing Investigation Team was able to speak with [redacted] today, May *, There was a refund issued and will be credited back to [redacted] s credit card within to business daysWe trust that this information will assist you in the closing of this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not exactly what I wantedAlthough I appreciate their consideration in giving me the half a month off, it still wasn’t how I wanted this to be handledThe complaint is done and over with, but I am still very unpleased with how it was handledI will not go back to Verizon’s service ever again 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]
The case was sent to the business office for review.A specialist called [redacted] and reviewed her concernsShe explained that she is getting everything that she is supposed to be getting, HSI enhanced, Freedom Essentials and DTVShe did verify that her Auto pay is set up at this point and that we do see a $regional value credit for the next months should appear on March statementWent over paper free billing and that bills will be sent to her email addressCustomer states she is happy as long as she is getting what she is paying forCustomer thinks it's very frustrating to speak with agents that do not speak English and are overseasWas happy to speak to someone she could understand and that understands her
The customer rebundled their package in September and there was a $bundle discount for monthsThe representative included a $discount from the previous contract which was due to expire in October The representative issued one time credits of $ which includes tax for the $discount for the months and $including tax for credits totaling $
Subsequent to receipt of the complaint, I contacted [redacted] and apologized for her concern [redacted] stated she was never advised ahead of time of the one time installation/set up fee I advised [redacted] that I adjusted the first installment including tax of $and waived the remaining two installment charges from appearing on future bills [redacted] was very satisfied
Upon receipt of the complaint filed Verizon reviewed the consumer’s account The consumer expressed concern regarding upgrading their account to the FiOS Giga Bit Internet Service Verizon is experiencing technical difficulties with our ordering system to place the upgrade to the consumer’s account Verizon’s technical support team is working to resolve the issue Verizon will work directly with the consumer and will contact the consumer once the issue has been resolved with our technical support team As a courtesy for the ongoing issue Verizon has issued the consumer a credit to their account for $ The consumer has our contact information as well should they have any further concerns before the issue is resolved
We spoke with [redacted] and explained to him that we don't have any additional recommendations to approve his internet service At this time given his distance from the CO the speed is very good he is receiving
Please provide Verizon with a valid reach number for [redacted] ***
Upon receipt of the complaint filed Verizon reviewed the consumer's account The consumer expressed concern regarding a final bill they received with an early termination fee The consumer contacted Verizon on to transfer their service to a new address At the time the order was placed the consumer agreed to a two year contract with Verizon The consumer completed a terms of service agreement which records the consumer's acceptance of the two year contract On Verizon contacted the consumer to go over the order they placed to move their service to the new location and we played the recording of the acceptance of the year contract Verizon advised we sent the final bill to the address we had on file, the consumer did not provide a new mailing address or have forwarding set up thru the post office On Verizon provided the consumer our website [redacted] to submit payment for their final bill We also advised the consumer if they use paper check information for payment they will avoid paying the $bill matrix fee Verizon also apologized and advised the consumer this could not be removed from their credit report The consumer understood and has our contact information should they have any further concerns Verizon’s position remains the same
A Verizon representative spoke with [redacted] on
Please be advised, Verizon records reflect order # [redacted] was created carrying an original due date of Unfortunately due to the work stoppage Verizon was experiencing, the departments were short staffed and it unfortunately impacted our workload as well as the consumers, for this we do apologizeRecords reflect the service order completed on however the consumer did not have dial tone within the premiseA trouble ticket was created however had no access to the buildingA second technician was dispatched 6/*/and restored dial tone having repaired the inside wiring Verizon has spoken with the consumer and confirmed that services are functioningVerizon has agreed to follow up with the consumer once billing generates to ensure adjustments have been applied to the account for the timeframe in which she was unable to access Verizon services
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate this matter being brought to our attention [redacted] expressed concern about her Verizon services Please be advised that our Sales and Service Team has been able to speak with [redacted] on several occasions per this concernWe were able to advise that the pending orders had system errors attached to them and needed to be cancelledWe have attempted to place upgrade orders to have her account services migrated from the Dry Loop that she currently has to basic Dial Tone with DSL internet attached [redacted] understands that due to system issues we have yet to be able to complete an orderWe will continue to work with [redacted] towards a resolutionShe has our direct contact information if needed to discuss these matter further We trust that this information will assist you in the closing of this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter
Please be advised, Verizon has made multiple attempts to speak with the consumer since receiving the rebuttal complaintVoicemail messages have been left on both the home telephone number and the can be reached number providedAn email was also forwarded to the consumer advising of our attempts to speak with him and also requesting that the consumer provide a good time of day in which we can contact him to discuss the matter thoroughlyTo date, Verizon has not received a response from the consumer
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, Susan Root expressed concern about the continuous billing of D.V.Requipment after her removal request and a promised $recurring credit never receivedUpon review, Verizon communicated with [redacted] on and apologized for her inconvenienceVerizon notes [redacted] did call on to remove the D.V.Rservice and was promised a $discount for a period of monthsVerizon subsequently processed an order to remove the D.V.Rand adjusted the October and November billing cyclesIn addition, Verizon issued a one-time courtesy credit in the amount of $for the missing promised discount related to the November billing statementThe total credit amounts to $which will appear no later than the December billing statementIn addition, Verizon processed a recurring credit of $per month for months to start no later than her January billing cycleFurthermore, I have left my number with [redacted] should she have any additional questions or concerns
The account ending in was disconnected on and we have credited the final balance of $114.03, as the account was created in errorWe have attempted to contact the customer to advise him of the resolution; however he is out of the country
A Specialist was reached out to the customer on July [redacted] to discuss the $increase in her bill The Specialist left a message on her voice mail stating he issued a one-time $credit and added a recurring adjustment of $for the next months (through end of current contract in 10/) The recurring adjustment will post to the account after the bill is generated so the bill will not reflect the $15.00, but the amount due will be $less