Please be advised that subsequent to receipt and review of the complaint and the customer's account, I issued a courtesy credit of the $restoral fee plus tax or a total of $33.47. This credit will appear on the customer's May **, billing statement. I was unsuccessful in my
attempt to reach *** ***; however, I left a voicemail and sent an email that advised of this credit. I also provided my callback information
The customer was billed $for unreturned equipmentThe equipment was received but a systems error prevented the credit from being appliedA trouble ticket was opened to correct the billing and the credit was applied on 5/*/The company has submitted a request to remove this item from the
customer’s credit reportA deletion letter was also mailedPlease allow up to 30days for the credit report to be updated
*** *** Case *** According to our records, order number *** was submitted online December *, 2014, requesting the Triple bundle for $with FiOS Digital Voice, TV Preferred HD and Data at 75/75, with due date of December *, 2014. Custome As referenced in
Verizon Terms of Service provided to every customer for review: TERMINATION OR SUSPENSION OF SERVICESubscribers with Term Plans; Early Termination FeeEXCEPT AS OTHERWISE SET FORTH IN THIS AGREEMENT, IF YOUR BROADBAND SERVICE OR ANY COMPONENT OF A BUNDLED SERVICE PLAN IS TERMINATED BY YOU OR BY US AS A RESULT OF VIOLATION BY YOU OF THIS AGREEMENT BEFORE COMPLETING YOUR TERM PLAN, THEN YOU AGREE TO PAY VERIZON THE ETF SET FORTH IN THE PRICING PLAN YOU HAVE CHOSENIf you terminate Service at your location, your existing Term Plan cannot be carried over to a new Service location Moving out of the Verizon service area does not relieve the customer from the responsibility of the original agreement established. The customer received monthly discounts as a result of the commitment Also the customer has not submitted an order to disconnect service at this time; however the early termination fee is valid and will be sustained when the customer disconnects service We have attempted to reach the customer to provide the above resolution but have not been successful. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in a final closing out of this case Sincerely, Laurene RSW Executive Relations
The unreturned equipment has been located and the charges adjustedThe credit totaled $The customer's bill preparation date is the *** of each month so the credit may not process in enough time for the September billThe credit will appear by October *** bill.We apologize for the
problems this customer has encountered
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I will not mark this as a resolved issue until it is corrected on my bill I cannot rely on credits every month because if I accept this then I'm sure the follow-ups will stop and I will have to deal with the foreign horrible customer service agents to correct this every month The message left seemed to indicate that this started as a system error when in all reality this all started bc I was slammed by a customer service agent trying to make commission so they put me on a new contract and changed my services without my consent at all
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, *** ** expressed concern about a credit that he was to receive in the amount of $that was promised into the 2nd year of his contract*** ** did not
receive the $credit into the 2nd year because the credit expired within the July billing cycleUpon review, Verizon communicated with *** ** and apologized for his inconvenienceA brief review dated 07/**/notes a representative promised our customer would receive an extended discount into the 2nd yearVerizon did note a previous representative offered a $recurring adjustment to replace the $credit that expired in the first year but *** ** may not have been awareVerizon processed an order providing a $extended savings credit making *** **’s bill going forward $plus surchargesIn addition, Verizon issued a one-time credit for the previous month in the amount of $to make the September bill $*** ** was satisfied with this resolve and had not further questions
A billing representative spoke with the customer and apologized for any billing confusion and any inconvenience it may have caused. The representative explained to the customer that he has a $recurring credit which will last until the end of his contractThe representative informed the customer that the credit is issued after the bill generates so he does not see the credit on the bill until the following monthThe charge for the remote control was also issued in the amount of $16.65. The representative advised the customer that his current balance is $after all credits are issued toward the 06/**/billThe representative noted that the customer understood that his monthly bill would be approximately $and had no further questions or concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
My complaint while it includes the inconsistent information provided by Verizon, is centered around the fact that the Verizon rep who sold me the system was clear that I would NOT be charged any fees if I cancelled service within the first days which I didI have not only the Verizon rep's name Darya but his cell # ###-###-#### as wellI provided this information to VerizonTo me it seems that Verizon is using this agent to sell their productsThe agent misrepresented the facts around signing up for the service and then I, as the customer am penalized for the dishonest tactics of those selling Verizon services
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Verizon is being deceptive with regards to the final billOn May **, 2016, I was told that no money was due that I was covered with the May payment always to June **, 2016. Thus, the termination of service was scheduled to go into effect on the mentioned date: June **,2016. If I was not covered with any payment, I would have had stopped my service that day (May **, 2016) when I calledSimple. It is alarming and stressful to notice that a BIG company such as Verizon is trying to steal people money! First bill was paid in advance few years ago, before a service installation. All payments have been made for the coming month thereafterNo monthly bill has ever been added to another one. I do not understand what is so difficult to understand? for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: I have clearly stated to the business that I can show proof of bill from TIME WARNER that shows that I have opened new service The business have responded that they will not accept it reasoning that I could have duo account They changed their story as soon as I said I can show that I have opened a new account They are clearly lying and trying to push this issue under the rug and close this case The business should pull their statement from Revdex.com or accept Time Warner bill that shows that I have opened new cable service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
According to Verizon records, a refund check for $for service disconnected 4/**/- 5/*/17was processed on 6/*/*** *** should receive the check in 7-business days
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Financial Services departmentAccording to our records, Holly Berry expressed concern about charges related to a disconnected account that was sent to collections*** *** states she was told she would not be
responsible for Verizon charges that accrued due to the fact that she was sold internet services that could not satisfy her useUpon review, Verizon noted that $was originally due for payment but when Verizon tried to adjust the charges to 0; it created a refund check in the amount of $that was cashed on 04/**/leaving a balance of $Verizon then sent out additional correspondence requiring payment for the full $which included the $and the $that was cashedVerizon apologizes for the inconvenience and processed a credit of $27.75, which after taxes totals $This leaves a balance of $that is due with VerizonVerizon asks that *** *** submits payment for the account number *** in the amount of $to satisfy the accountFurthermore, I have left my number with *** *** should she have any additional questions or concerns
Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Not true, I returned the call to Doug several times He has not responded back to me I keep getting a recording.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon’s records show the account had an incorrect status that prevented changes from being processThe status was removed on 6/**/16, and will allow changes to be made to the account Verizon has made several attempts to contact the customer by phone to discuss the information above
and assist with possible changes. Verizon has not been successful reaching the customerThe information above along with our contact information was provided to the customer via US mail We will be happy to re-open the complaint once the customer makes contact
Verizon spoke with the customer and agreed to credit her price for the triple bundle to $as promisedWe also agreed to waive any early termination fee if she leaves VerizonWe have a follow up to review the September bill to confirm it is rendered correctlyVerizon apologizes for the
inconvenience the customer experienced as a result of this matter
Upon receipt of the complaint, a message was left on the customer's voice mail on June *, 2017. There is a credit balance on the account and the issue was referred to the appropriate department to review and investigateThe request was submitted to escalate the refund process on June *
Upon approval, the customer will receive the refund in to business days i.eJune **An email was sent to the address provided on the complaint advising of the resolution
Verizon contacted the customer and explained the billing on her March, statementWe advised that going into this bill she had a credit balance of -$The new charges of $included charges from a previous bill and were credited last monthAfter the credit balance was applied to her charges, her bill for this billing period was $Her monthly charges will be $per month plus any local calls she makes which are charged at per callThe customer now understandsVerizon apologizes for any inconvenience the customer has experienced because of these matters
Verizon's records show the customer was sent an email on 6/**/that included the details of her services and charges The customer was provided the number to Verizon's Escalations should she need to call
Please be advised that subsequent to receipt and review of the complaint and the customer's account, I issued a courtesy credit of the $restoral fee plus tax or a total of $33.47. This credit will appear on the customer's May **, billing statement. I was unsuccessful in my
attempt to reach *** ***; however, I left a voicemail and sent an email that advised of this credit. I also provided my callback information
The customer was billed $for unreturned equipmentThe equipment was received but a systems error prevented the credit from being appliedA trouble ticket was opened to correct the billing and the credit was applied on 5/*/The company has submitted a request to remove this item from the
customer’s credit reportA deletion letter was also mailedPlease allow up to 30days for the credit report to be updated
*** *** Case *** According to our records, order number *** was submitted online December *, 2014, requesting the Triple bundle for $with FiOS Digital Voice, TV Preferred HD and Data at 75/75, with due date of December *, 2014. Custome As referenced in
Verizon Terms of Service provided to every customer for review: TERMINATION OR SUSPENSION OF SERVICESubscribers with Term Plans; Early Termination FeeEXCEPT AS OTHERWISE SET FORTH IN THIS AGREEMENT, IF YOUR BROADBAND SERVICE OR ANY COMPONENT OF A BUNDLED SERVICE PLAN IS TERMINATED BY YOU OR BY US AS A RESULT OF VIOLATION BY YOU OF THIS AGREEMENT BEFORE COMPLETING YOUR TERM PLAN, THEN YOU AGREE TO PAY VERIZON THE ETF SET FORTH IN THE PRICING PLAN YOU HAVE CHOSENIf you terminate Service at your location, your existing Term Plan cannot be carried over to a new Service location Moving out of the Verizon service area does not relieve the customer from the responsibility of the original agreement established. The customer received monthly discounts as a result of the commitment Also the customer has not submitted an order to disconnect service at this time; however the early termination fee is valid and will be sustained when the customer disconnects service We have attempted to reach the customer to provide the above resolution but have not been successful. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in a final closing out of this case Sincerely, Laurene RSW Executive Relations
The unreturned equipment has been located and the charges adjustedThe credit totaled $The customer's bill preparation date is the *** of each month so the credit may not process in enough time for the September billThe credit will appear by October *** bill.We apologize for the
problems this customer has encountered
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I will not mark this as a resolved issue until it is corrected on my bill I cannot rely on credits every month because if I accept this then I'm sure the follow-ups will stop and I will have to deal with the foreign horrible customer service agents to correct this every month The message left seemed to indicate that this started as a system error when in all reality this all started bc I was slammed by a customer service agent trying to make commission so they put me on a new contract and changed my services without my consent at all
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, *** ** expressed concern about a credit that he was to receive in the amount of $that was promised into the 2nd year of his contract*** ** did not
receive the $credit into the 2nd year because the credit expired within the July billing cycleUpon review, Verizon communicated with *** ** and apologized for his inconvenienceA brief review dated 07/**/notes a representative promised our customer would receive an extended discount into the 2nd yearVerizon did note a previous representative offered a $recurring adjustment to replace the $credit that expired in the first year but *** ** may not have been awareVerizon processed an order providing a $extended savings credit making *** **’s bill going forward $plus surchargesIn addition, Verizon issued a one-time credit for the previous month in the amount of $to make the September bill $*** ** was satisfied with this resolve and had not further questions
A billing representative spoke with the customer and apologized for any billing confusion and any inconvenience it may have caused. The representative explained to the customer that he has a $recurring credit which will last until the end of his contractThe representative informed the customer that the credit is issued after the bill generates so he does not see the credit on the bill until the following monthThe charge for the remote control was also issued in the amount of $16.65. The representative advised the customer that his current balance is $after all credits are issued toward the 06/**/billThe representative noted that the customer understood that his monthly bill would be approximately $and had no further questions or concerns
Good morning, The wire was buried on 7/**/
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
My complaint while it includes the inconsistent information provided by Verizon, is centered around the fact that the Verizon rep who sold me the system was clear that I would NOT be charged any fees if I cancelled service within the first days which I didI have not only the Verizon rep's name Darya but his cell # ###-###-#### as wellI provided this information to VerizonTo me it seems that Verizon is using this agent to sell their productsThe agent misrepresented the facts around signing up for the service and then I, as the customer am penalized for the dishonest tactics of those selling Verizon services
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Verizon is being deceptive with regards to the final billOn May **, 2016, I was told that no money was due that I was covered with the May payment always to June **, 2016. Thus, the termination of service was scheduled to go into effect on the mentioned date: June **,2016. If I was not covered with any payment, I would have had stopped my service that day (May **, 2016) when I calledSimple. It is alarming and stressful to notice that a BIG company such as Verizon is trying to steal people money! First bill was paid in advance few years ago, before a service installation. All payments have been made for the coming month thereafterNo monthly bill has ever been added to another one. I do not understand what is so difficult to understand? for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: I have clearly stated to the business that I can show proof of bill from TIME WARNER that shows that I have opened new service The business have responded that they will not accept it reasoning that I could have duo account They changed their story as soon as I said I can show that I have opened a new account They are clearly lying and trying to push this issue under the rug and close this case The business should pull their statement from Revdex.com or accept Time Warner bill that shows that I have opened new cable service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
According to Verizon records, a refund check for $for service disconnected 4/**/- 5/*/17was processed on 6/*/*** *** should receive the check in 7-business days
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Financial Services departmentAccording to our records, Holly Berry expressed concern about charges related to a disconnected account that was sent to collections*** *** states she was told she would not be
responsible for Verizon charges that accrued due to the fact that she was sold internet services that could not satisfy her useUpon review, Verizon noted that $was originally due for payment but when Verizon tried to adjust the charges to 0; it created a refund check in the amount of $that was cashed on 04/**/leaving a balance of $Verizon then sent out additional correspondence requiring payment for the full $which included the $and the $that was cashedVerizon apologizes for the inconvenience and processed a credit of $27.75, which after taxes totals $This leaves a balance of $that is due with VerizonVerizon asks that *** *** submits payment for the account number *** in the amount of $to satisfy the accountFurthermore, I have left my number with *** *** should she have any additional questions or concerns
Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Not true, I returned the call to Doug several times He has not responded back to me I keep getting a recording.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon’s records show the account had an incorrect status that prevented changes from being processThe status was removed on 6/**/16, and will allow changes to be made to the account Verizon has made several attempts to contact the customer by phone to discuss the information above
and assist with possible changes. Verizon has not been successful reaching the customerThe information above along with our contact information was provided to the customer via US mail We will be happy to re-open the complaint once the customer makes contact
Verizon spoke with the customer and agreed to credit her price for the triple bundle to $as promisedWe also agreed to waive any early termination fee if she leaves VerizonWe have a follow up to review the September bill to confirm it is rendered correctlyVerizon apologizes for the
inconvenience the customer experienced as a result of this matter
Upon receipt of the complaint, a message was left on the customer's voice mail on June *, 2017. There is a credit balance on the account and the issue was referred to the appropriate department to review and investigateThe request was submitted to escalate the refund process on June *
Upon approval, the customer will receive the refund in to business days i.eJune **An email was sent to the address provided on the complaint advising of the resolution
Credits for the Early termination Fee of $billed on the account have been issued$in credit was issued on 5/**/and the additional $was issued on 6/*/
Verizon contacted the customer and explained the billing on her March, statementWe advised that going into this bill she had a credit balance of -$The new charges of $included charges from a previous bill and were credited last monthAfter the credit balance was applied to her charges, her bill for this billing period was $Her monthly charges will be $per month plus any local calls she makes which are charged at per callThe customer now understandsVerizon apologizes for any inconvenience the customer has experienced because of these matters
Verizon's records show the customer was sent an email on 6/**/that included the details of her services and charges The customer was provided the number to Verizon's Escalations should she need to call