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
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
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
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 was NEVER informed by Verizon that I would not be entitled to additional reward points In fact, they stated that they would be returning my call and NEVER did In addition to asking for additional reward points due to the inconvenience and delay and numerous back and forth communications because of Verizon; I originally was asking to be compensated via reward points for the actual money I had to pay for movies because they did not originally give me my entitled reward points I had to pay for numerous movies because they did not provide me with my reward points I am extremely frustrated that I have to keep going back and forth with this company and have lost time from work and money as a result of their incompetence I expect them to make good on this and reward me points for my monetary losses in addition to the inconveniences I am still experiencing In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Verizon will waive activation fee of 80.00, customer will get a final bill with in daysAs for the credit inquiry Verizon only do soft inquiriesCustomer should call credit agency and dispute
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: Verizon’s concoction scripted statement is a lie because while I was out of town Verizon was able to restore the service without a visit from a technician There was nothing inside my home that needed to be addressed.What game are they playing? Why are they lying? I just want my refund In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The Revdex.com advisor assigned to this complaint recommended that I check the box, ‘reject business response’ and then explain why The complaint remains unresolved for these reasons: A representative from Verizon’s Executive Response Team responded quickly to my complaint and spoke with me by telephone on July ** She made an adjustment of $on my bill [July [redacted] bill date, due Aug **] and told me the amount to send Verizon for that bill However, she indicated that billing issues going forward are not yet resolved She promised to review my August [redacted] bill date, and she made an appointment with me for a folltelephone call on Aug [redacted] to discuss the next bill She gave me a phone number to contact her when needed about this issue, however, I have left voice messages and have not had a response Perhaps she is on vacation The statement in the Revdex.com ‘message from business’ that a recurring credit of $was associated with my previous bundle of Prime triple play and that credit expired, is incorrect; there was no such credit associated with that bundle During my discussion in April with a Verizon agent to redo my bundle (the Prime bundle contract would expire shortly), the agent offered two recurring monthly credits of $and $for the duration of the new Extreme bundle agreement and that my monthly bill charge would be very close to that of my previous bundle I agreed to the new bundle based on those promises The Executive Response ‘rep’ with whom I spoke on July [redacted] to resolve the Revdex.com complaint told me that I would now receive those promised recurring credits, a verbal response to which I am satisfied However, the way the Revdex.com ‘message from business’ is written suggests that the $credit was for June and is not a recurring credit I would like Verizon to stipulate in writing, both as part of the ‘message from business’ and as an email to me, that the credits of $and $will recur monthly for the remaining duration of my current bundle 2-year agreement In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
A billing representative spoke with the customer and advised that she had not been charged for any unreturned equipment Our records do not show there is any equipment that needs to be returned
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigateOur representative spoke with the customer's daughter who verified the accountThe representative resolved the on-line issue with the customer's daughter
On 118, Verizon Appeals Billing Representative spoke with [redacted] *** [redacted] wanted confirmation that Verizon will honor his contract expiration date of He stated he spoke with a supervisor on and was advised Verizon will honor that dateThe supervisor spoke with [redacted] who was calling about a change in his contract, he saw online that his contract terms extended until 11/when he never rebundled or changed his terms The account records reflect on 1117, [redacted] did upgrade his service to 75/for same price keeping same contract terms The customer did not keep the 75/however and never rebundled into a new contract The customer was advised that Verizon would cancel the new contract at the end of original contract discounts which is 09/The customer was advised he can cancel services after without an Early Termination Fee
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Verizon still does not want to honor the price they quotedI understand that the price quote was based on a calculation error, but as a good business Verizon should own up to their mistakeI am sure there are various other customers who might encounter this issue and Verizon should be thankful that I informed them of this glitchInstead, I have to complain several times to get any movement from their endI did receive notice that a "Valued Customer" discount of 15$ was given, but not as mentioned in the response to the Revdex.com for the entire period, but only for monthsI still have months left on the agreement and that means that I will have to pay more for the last monthsThis is quoted from the activity notification message:"You've requested the following changes in your servicesBelow is an estimate of your Monthly Charges and first bill with these changesNew Valued Customer $for Months"I also received a phone message with a request for a call backI called back twice leaving messages, the second time with a request to let me know during which hours the office is staffed so that I can make arrangements to call during these timesI am still interested in discussing this matter in person, but my availability between 8AM and 6PM is limited (work during which I cannot take or make phone calls at will)I never received a response to that request.Verizon made a mistake and I still see not a single reason why I should pay more than quoted just because Verizon's computer system cannot do the math correctly or figure out which discount applies to what during which time under which conditionsThis is not the way to make customers happy In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: the business continues to reject any involvement even though only equipment connected to Verizon devices were damagedItems connected to the same wall outlet but not Verizon suffered no damage [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Records show the consumer filed a similar complaint with the FCCPlease be advised, Verizon's technical support team made contact with the consumer regarding his internet speed troubles Verizon has confirmed that the network profiles are correct Verizon has also monitored the account, speed tests were performed with good results showing (speed testing at [redacted] ) Verizon has found that the speed tests the consumer ran were completed using WiFIVerizon does not guarantee WiFi speedsWith the equipment that the consumer has, Verizon has the ability to ensure the consumer is receiving the correct speeds to his router when connected directly to the router (hardwired)Verizon has requested that the consumer make contact with us (###-###-####) during the time he is experiencing the slow speeds so that technical support can assist further
Verizon has reviewed it records regarding [redacted] service The maximum high speed internet service available at [redacted] location is *5/* Verizon has documented [redacted] concerns and this information has been forwarded to the proper management team for further internal review Verizon has spoken with [redacted] and advised of this information [redacted] has confirmed his service is working properly.We trust this information will help to resolve [redacted] concerns
Our investigation determined that the services were activated on March *, - FIOS digital voice with internet & TV and HBO for $per monthThe service was terminated at the customer's request on September **, when customer informed that he was moving south and wanted the services terminatedWe provided and billed the $monthly charge for the HBO for all monthsThe HBO was apparently suppose to be provided for months at no chargeIn order to honor the offer it required us to manually adjust the monthly charges The monthly rate totaled $with taxes and surchargesWe had issued did find credits of $(months) on the July bill; $credit on the August bill; $credit on the September bill for the HBO chargesIn addition to the $prorated credit provided on the October bill (total credit $103.05)In November the customer was billed for an unreturned STB but then the charge of $was adjusted on July *, when we processed the return of the equipmentOn September *, we issued additional credit of $to the accountThe credit was to provide full credit of the HBO monthly charge for the months of serviceOnce the credit processes the final bill balance is $ We sincerely apologize for the problems encountered and appreciate this being brought to our attention
A Specialist was able to reach the customer on December **, to discuss his bill The Specialist issued eight credits one for each bill since March that was above the promised monthly recurring charge of $ The total credit came to $and the adjustment should be reflected on the December [redacted] billThe Specialist advised the customer that he would follow up each month up to and including the March **, bill to issue the credit to bring the monthly recurring charge to $The customer was satisfied with the resolution
Subsequent to the complaint, a Verizon representative made contact with the customer who resolved the customer’s billing concerns The customer agreed to a new contract for $50/internet Extreme HD (HBO/Showtime) FIOS Digital Voice bundle The representative removed Sports and Showtime/Starz Package and added a $4.00/month local exchange credit offer The customer inquired about the previous offer of $10.00/months; of which, the customer was informed due to the offered discount for contracted services, the account does not qualify for the $10.00/month discount The effective date of change is September **, The customer was informed the bill date is the [redacted] of each month, with an estimated bill amount is $ The customer was informed she will receive a prorated credit on the October *, bill statement; due to changes being made after the September *, bill date The customer is satisfied
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: [Verizon called on April [redacted] at pm and the representative had me on hold for minutes trying to reach someone for the tech dept to set up an appointment for me, I gave him two dates and a time frame of hours, when I was available for the tech to come out, I never received a call back I called April [redacted] at 6pm and same outcome on hold for minutes and unable to set up an appointment I called again on April *** and same outcome on hold for minutes and unable to set up an appointment, this representative stated because of the strike, scheduling appointments has been a challenge So I informed him I would call back to schedule an appointment after the strike The only other call I received from Verizon was April *** ] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Technical Support departmentAccording to our records, [redacted] expressed concern about an outage that affected her service subsequent to a recent restoralUpon review, Verizon apologized for the inconvenience and advised we would reviewSubsequently, Verizon scheduled a technician visit for between a.m- p.mOur Verizon technician who visited the location advised services were now workingVerizon then referred this matter to our Customer Service departmentCustomer service issued an adjustment stemming from through in the amount of $This out of service credit will appear no later than the 07/28/billing statementFurthermore, I have left my number with [redacted] should she have any additional questions or concerns
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
Please provide Verizon with a valid reach number for [redacted] ***
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
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
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 was NEVER informed by Verizon that I would not be entitled to additional reward points In fact, they stated that they would be returning my call and NEVER did In addition to asking for additional reward points due to the inconvenience and delay and numerous back and forth communications because of Verizon; I originally was asking to be compensated via reward points for the actual money I had to pay for movies because they did not originally give me my entitled reward points I had to pay for numerous movies because they did not provide me with my reward points I am extremely frustrated that I have to keep going back and forth with this company and have lost time from work and money as a result of their incompetence I expect them to make good on this and reward me points for my monetary losses in addition to the inconveniences I am still experiencing In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Verizon will waive activation fee of 80.00, customer will get a final bill with in daysAs for the credit inquiry Verizon only do soft inquiriesCustomer should call credit agency and dispute
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: Verizon’s concoction scripted statement is a lie because while I was out of town Verizon was able to restore the service without a visit from a technician There was nothing inside my home that needed to be addressed.What game are they playing? Why are they lying? I just want my refund In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The Revdex.com advisor assigned to this complaint recommended that I check the box, ‘reject business response’ and then explain why The complaint remains unresolved for these reasons: A representative from Verizon’s Executive Response Team responded quickly to my complaint and spoke with me by telephone on July ** She made an adjustment of $on my bill [July [redacted] bill date, due Aug **] and told me the amount to send Verizon for that bill However, she indicated that billing issues going forward are not yet resolved She promised to review my August [redacted] bill date, and she made an appointment with me for a folltelephone call on Aug [redacted] to discuss the next bill She gave me a phone number to contact her when needed about this issue, however, I have left voice messages and have not had a response Perhaps she is on vacation The statement in the Revdex.com ‘message from business’ that a recurring credit of $was associated with my previous bundle of Prime triple play and that credit expired, is incorrect; there was no such credit associated with that bundle During my discussion in April with a Verizon agent to redo my bundle (the Prime bundle contract would expire shortly), the agent offered two recurring monthly credits of $and $for the duration of the new Extreme bundle agreement and that my monthly bill charge would be very close to that of my previous bundle I agreed to the new bundle based on those promises The Executive Response ‘rep’ with whom I spoke on July [redacted] to resolve the Revdex.com complaint told me that I would now receive those promised recurring credits, a verbal response to which I am satisfied However, the way the Revdex.com ‘message from business’ is written suggests that the $credit was for June and is not a recurring credit I would like Verizon to stipulate in writing, both as part of the ‘message from business’ and as an email to me, that the credits of $and $will recur monthly for the remaining duration of my current bundle 2-year agreement In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
A billing representative spoke with the customer and advised that she had not been charged for any unreturned equipment Our records do not show there is any equipment that needs to be returned
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigateOur representative spoke with the customer's daughter who verified the accountThe representative resolved the on-line issue with the customer's daughter
On 118, Verizon Appeals Billing Representative spoke with [redacted] *** [redacted] wanted confirmation that Verizon will honor his contract expiration date of He stated he spoke with a supervisor on and was advised Verizon will honor that dateThe supervisor spoke with [redacted] who was calling about a change in his contract, he saw online that his contract terms extended until 11/when he never rebundled or changed his terms The account records reflect on 1117, [redacted] did upgrade his service to 75/for same price keeping same contract terms The customer did not keep the 75/however and never rebundled into a new contract The customer was advised that Verizon would cancel the new contract at the end of original contract discounts which is 09/The customer was advised he can cancel services after without an Early Termination Fee
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Verizon still does not want to honor the price they quotedI understand that the price quote was based on a calculation error, but as a good business Verizon should own up to their mistakeI am sure there are various other customers who might encounter this issue and Verizon should be thankful that I informed them of this glitchInstead, I have to complain several times to get any movement from their endI did receive notice that a "Valued Customer" discount of 15$ was given, but not as mentioned in the response to the Revdex.com for the entire period, but only for monthsI still have months left on the agreement and that means that I will have to pay more for the last monthsThis is quoted from the activity notification message:"You've requested the following changes in your servicesBelow is an estimate of your Monthly Charges and first bill with these changesNew Valued Customer $for Months"I also received a phone message with a request for a call backI called back twice leaving messages, the second time with a request to let me know during which hours the office is staffed so that I can make arrangements to call during these timesI am still interested in discussing this matter in person, but my availability between 8AM and 6PM is limited (work during which I cannot take or make phone calls at will)I never received a response to that request.Verizon made a mistake and I still see not a single reason why I should pay more than quoted just because Verizon's computer system cannot do the math correctly or figure out which discount applies to what during which time under which conditionsThis is not the way to make customers happy In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: the business continues to reject any involvement even though only equipment connected to Verizon devices were damagedItems connected to the same wall outlet but not Verizon suffered no damage [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Records show the consumer filed a similar complaint with the FCCPlease be advised, Verizon's technical support team made contact with the consumer regarding his internet speed troubles Verizon has confirmed that the network profiles are correct Verizon has also monitored the account, speed tests were performed with good results showing (speed testing at [redacted] ) Verizon has found that the speed tests the consumer ran were completed using WiFIVerizon does not guarantee WiFi speedsWith the equipment that the consumer has, Verizon has the ability to ensure the consumer is receiving the correct speeds to his router when connected directly to the router (hardwired)Verizon has requested that the consumer make contact with us (###-###-####) during the time he is experiencing the slow speeds so that technical support can assist further
Verizon has reviewed it records regarding [redacted] service The maximum high speed internet service available at [redacted] location is *5/* Verizon has documented [redacted] concerns and this information has been forwarded to the proper management team for further internal review Verizon has spoken with [redacted] and advised of this information [redacted] has confirmed his service is working properly.We trust this information will help to resolve [redacted] concerns
Our investigation determined that the services were activated on March *, - FIOS digital voice with internet & TV and HBO for $per monthThe service was terminated at the customer's request on September **, when customer informed that he was moving south and wanted the services terminatedWe provided and billed the $monthly charge for the HBO for all monthsThe HBO was apparently suppose to be provided for months at no chargeIn order to honor the offer it required us to manually adjust the monthly charges The monthly rate totaled $with taxes and surchargesWe had issued did find credits of $(months) on the July bill; $credit on the August bill; $credit on the September bill for the HBO chargesIn addition to the $prorated credit provided on the October bill (total credit $103.05)In November the customer was billed for an unreturned STB but then the charge of $was adjusted on July *, when we processed the return of the equipmentOn September *, we issued additional credit of $to the accountThe credit was to provide full credit of the HBO monthly charge for the months of serviceOnce the credit processes the final bill balance is $ We sincerely apologize for the problems encountered and appreciate this being brought to our attention
A Specialist was able to reach the customer on December **, to discuss his bill The Specialist issued eight credits one for each bill since March that was above the promised monthly recurring charge of $ The total credit came to $and the adjustment should be reflected on the December [redacted] billThe Specialist advised the customer that he would follow up each month up to and including the March **, bill to issue the credit to bring the monthly recurring charge to $The customer was satisfied with the resolution
Subsequent to the complaint, a Verizon representative made contact with the customer who resolved the customer’s billing concerns The customer agreed to a new contract for $50/internet Extreme HD (HBO/Showtime) FIOS Digital Voice bundle The representative removed Sports and Showtime/Starz Package and added a $4.00/month local exchange credit offer The customer inquired about the previous offer of $10.00/months; of which, the customer was informed due to the offered discount for contracted services, the account does not qualify for the $10.00/month discount The effective date of change is September **, The customer was informed the bill date is the [redacted] of each month, with an estimated bill amount is $ The customer was informed she will receive a prorated credit on the October *, bill statement; due to changes being made after the September *, bill date The customer is satisfied
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: [Verizon called on April [redacted] at pm and the representative had me on hold for minutes trying to reach someone for the tech dept to set up an appointment for me, I gave him two dates and a time frame of hours, when I was available for the tech to come out, I never received a call back I called April [redacted] at 6pm and same outcome on hold for minutes and unable to set up an appointment I called again on April *** and same outcome on hold for minutes and unable to set up an appointment, this representative stated because of the strike, scheduling appointments has been a challenge So I informed him I would call back to schedule an appointment after the strike The only other call I received from Verizon was April *** ] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Technical Support departmentAccording to our records, [redacted] expressed concern about an outage that affected her service subsequent to a recent restoralUpon review, Verizon apologized for the inconvenience and advised we would reviewSubsequently, Verizon scheduled a technician visit for between a.m- p.mOur Verizon technician who visited the location advised services were now workingVerizon then referred this matter to our Customer Service departmentCustomer service issued an adjustment stemming from through in the amount of $This out of service credit will appear no later than the 07/28/billing statementFurthermore, I have left my number with [redacted] should she have any additional questions or concerns