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 appreciate the response but I would like to wait until I receive the check in hand to mark it as resolvedBefore I filed this complaint I was told by a representative that they had mailed my refund but I never received it, hence filing this complaintI would like this complaint to remain open until I have the refund in handThanks
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advise upon receipt of the complaint we sent a new router to *** ***. We confirmed delivery and test to find the new equipment was installedWe were not able to reach *** *** to confirm the services are working, but have sent a letter asking her to call me if she is still
having problems. We trust this provides your office with the information required in this matter Thank you, *** *** SrAnalyst Verizon Executive Relations
We spoke to *** *** on 06/**/and advised that when the service was disconnected a request was made to clear the account to a zero balanceHowever the credit was not issuedWe have issued credit in the amount of to bring the account to a zero balanceA credit deletion letter
has been sent to the customer
*** *** *** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attention An attempt to reach *** *** originally took place on June **, and again on July *, 2015; which *** *** returned call and left a message on this same day*** *** called back on July *, and was informed by another representative that case manager was out of the office Once case manager returned on July **, we were able to speak with *** *** to address his concerns regarding creditsAfter reviewing his concerns Verizon spoke with customer on July **, as promised and advised a $credit will be applied to his account and that Verizon will not issue credit for the entire first month bill Verizon apologies for the inconvenience this issue may have causedAlthough *** *** does not agree with the resolution, all policies and procedures have been followedWe trust that this information will assist you in closing this complaint Respectfully, Kevin Verizon SW Executive Relations
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:
When I agreed to have internet service for years at $+ $NY Municipal Construction Surcharge = $46.98/month on 5/**/Then on 8/**/2016, Verizon wants to impose $+ tax a month for supporting my router, which Verizon rendered a few years agoVerizon can not include router support fees in that surcharge section, which they know that router has been place in my service by the time I agreed with them in May They waited months later to impose that fee out of the year agreementI have complained this issue with the Office of the US Attorney General as well in addition to Revdex.com.Verizon called me AFTER NYS Office of The Attorney General contacted them and explained I do not incur early termination fee if I want to leave themVerizon also explained then they have the right to add any fees in that NY Municipal Construction Surcharge section during 2-year agreementVerizon did not advise me of that right BEFORE the 2-year agreement was in place.Please explain as to how Verizon gets that right while agreed to provide the service at $46.98/month for years.Moreover, it takes time for me to get other carrier since then promotiona are no longer valid after three months from other carriers..I am currently seeking the next promotions from other carriers and I do not want to pay that extra charge until I get the new carrierVerizon has to honor the monthly service fees $they have agreed with me for years in May 2016.Thank you. *** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon dispatched a technician on December *** who completed the installation of the internet service. A billing representative spoke with the customer who advised billing for internet service did not begin until service was installed on Saturday, December **, 2016. The
representative agreed to follonce the first internet bill is generated to credit the activation fee of $29.99, due to the issues experienced with the installation
While *** *** is not satisfied with the resolution our position is unchanged. The resolution is as follows: On November **, 2016, our billing representative spoke with *** *** and explained the Early Termination Fee billed is sustained. The customer received an email of the Service Order Confirmation as well as a letter. In addition, the customer’s monthly invoice reflected she was in a year agreement. *** *** stated because her mother set up the account for her, she should not be responsible for the Early Termination Fee. Our representative explained that by giving her mother authorization to establish the account, she gave her authorization to accept any terms and conditions also. *** *** stated she will not pay the Early Termination Fee, however the charges are valid and sustained
Verizon contacted the customer on 1/**/and the service tested as working. The test also showed that a telephone was not connected to the Optical Network TerminalThe technician educated the customer on how to isolate her customer owned phone equipment and explained that she should test one phone only at each jack at a timeThe customer was not home but she said that she would test on 1/**/in the evening and she requested a follow up call on 1/**/On 1/**/16, Verizon recalled the customer who stated service was working fineThe customer requested out of service creditIt was noted that Verizon does not credit for trouble with customer owned equipmentIn addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visitVerizon is unable to issue the requested out of service creditAs stated above, and in accordance with the tariff, Verizon does not credit for trouble with customer owned equipmentIn addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visitVerizon apologizes for any unprofessional behavior experienced by the customerWe regret that we are unable to satisfy this customer’s request
A billing representative spoke with the customer and apologized for the issue she experienced The representative adjusted the customer’s bill$for the week of having the Ultimate HDShe also adjusted her account $for the difference between her old and new package. Monthly
adjustments in the amount of $will be made to the account until April
On August *, 2015, our Billing representative spoke with ***
*** and explained he disconnected his service on February *, The January *, billing statement was paidin full. Out of service credit andprorated charges were issued for a credit balance of $48.20. ***
*** had his bank recall $209.00leaving for a balance of $ Ourrepresentative sent a copy of his January bill for his review *** *** feels we should not have sent himto collections for a misunderstanding Theaccount sent to Collections was not an error In addition, per the customer's request, weremoved him from all Verizon solicitationHe had no further questions
Verizon records show the pay-per-view was ordered from the set-top box and an e-mail confirmation was sent out. Verizon records show the event was viewed. *** *** was contacted by Verizon's Customer Service Escalation team representative on 05/**/and provided this
information. *** *** was offered a 50% courtesy credit. *** *** accepted the offer and noted she was not satisfied. The credit has been applied to the account and will be reflected on the June bill.We trust this information will help to resolve *** ***'s 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 includes three line items and only one of them, least important, has been addressed by VerizonThat makes my complaint 1/resolved
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Upon receipt of the complaint, a message was left on the customer's answering machine on February *, The issue was referred to the appropriate departments to review and investigateOur representative spoke with the customer on February * and explained that the changes were made after
the January bill dateThe February bill will reflect the credits for the pro-rated charges and removal of any serviceThe customer said she now understands her bill and is satisfiedThe other issue will be addressed internallyAnother message and an apology email were sent to the customer on February * as a follow up
The customer has been provided direct contact informationThere has been no error in billing and no service issue identifiedThe customer can contact Verizon during business hours to discuss her concerns
The Verizon local manager for *** *** area confirmed that the service was installed on 2/**/*** *** verified via email that the service was in and workingVerizon regrets the delay in getting the service installed
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, *** *** expressed concern about being enrolled into a new contract without his consent and an Epix movie package that was not removed at his requestUpon
review, Verizon communicated with *** *** on 12/**/but we have been unable to reach him since that dateOn 12/**/Verizon apologized for the issue *** *** experiencedVerizon explained that the contractual issue was related a profile error on the accountVerizon advised *** *** on 12/**/that we would have to contact him at a later point to fix the profile issue*** *** would need to pick an option from the price quotes he was sent via email on 12/**/in which he has yet to respondVerizon reviewed the account but could not find any notes regarding the removal of the Epix movie packageHowever, Verizon will still assist *** *** by removing the Epix movie package and backdating it to 10/**/*** *** will need to contact Verizon at the numbers provided to him so that we can expedite his resolveFurthermore, I have left my number with *** *** should he have any additional questions or concerns
I called the customer and tested the line. He is getting proper speeds for his 75/- just to be proactive we power cycled the BHR and ONT. I advised the customer to monitor it and call tech support if he has any further issues. Case closed
Our investigation found that the customer chose an offer that provided a lower monthly rate in place of the offer that included any gift cardThe service order confirmation sent out did not inform of any eligibility for a gift card. We contacted the customer and offered to change the plan accepted to an offer that included a gift card or waive any early termination fees if customer chooses to terminate serviceWe are aware that the customer is not pleased with being informed of being ineligible for the gift cardThis is our final response
This case is closed on our end. We have don't our part and contacted the STB dept and they said all correspondence is stopped. Nothing more we can do with this case. Please do not resubmit as we stand by our position
Please be advised Verizon has issued a credit for the unreturned equipment and requested the account be deleted from *** ***s credit report. Please note it can take up to days to be removed from all bureaus, so a letter was emailed to *** *** for her records. Once the
credits post to the account, we will follow up with a second letter to show the account is paid in full. We trust this provides your office with the information required in this matterThank you, MsM*** SrAnalyst Verizon Executive Relations
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 appreciate the response but I would like to wait until I receive the check in hand to mark it as resolvedBefore I filed this complaint I was told by a representative that they had mailed my refund but I never received it, hence filing this complaintI would like this complaint to remain open until I have the refund in handThanks
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advise upon receipt of the complaint we sent a new router to *** ***. We confirmed delivery and test to find the new equipment was installedWe were not able to reach *** *** to confirm the services are working, but have sent a letter asking her to call me if she is still
having problems. We trust this provides your office with the information required in this matter Thank you, *** *** SrAnalyst Verizon Executive Relations
We spoke to *** *** on 06/**/and advised that when the service was disconnected a request was made to clear the account to a zero balanceHowever the credit was not issuedWe have issued credit in the amount of to bring the account to a zero balanceA credit deletion letter
has been sent to the customer
*** *** *** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attention An attempt to reach *** *** originally took place on June **, and again on July *, 2015; which *** *** returned call and left a message on this same day*** *** called back on July *, and was informed by another representative that case manager was out of the office Once case manager returned on July **, we were able to speak with *** *** to address his concerns regarding creditsAfter reviewing his concerns Verizon spoke with customer on July **, as promised and advised a $credit will be applied to his account and that Verizon will not issue credit for the entire first month bill Verizon apologies for the inconvenience this issue may have causedAlthough *** *** does not agree with the resolution, all policies and procedures have been followedWe trust that this information will assist you in closing this complaint Respectfully, Kevin Verizon SW Executive Relations
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:
When I agreed to have internet service for years at $+ $NY Municipal Construction Surcharge = $46.98/month on 5/**/Then on 8/**/2016, Verizon wants to impose $+ tax a month for supporting my router, which Verizon rendered a few years agoVerizon can not include router support fees in that surcharge section, which they know that router has been place in my service by the time I agreed with them in May They waited months later to impose that fee out of the year agreementI have complained this issue with the Office of the US Attorney General as well in addition to Revdex.com.Verizon called me AFTER NYS Office of The Attorney General contacted them and explained I do not incur early termination fee if I want to leave themVerizon also explained then they have the right to add any fees in that NY Municipal Construction Surcharge section during 2-year agreementVerizon did not advise me of that right BEFORE the 2-year agreement was in place.Please explain as to how Verizon gets that right while agreed to provide the service at $46.98/month for years.Moreover, it takes time for me to get other carrier since then promotiona are no longer valid after three months from other carriers..I am currently seeking the next promotions from other carriers and I do not want to pay that extra charge until I get the new carrierVerizon has to honor the monthly service fees $they have agreed with me for years in May 2016.Thank you. *** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon dispatched a technician on December *** who completed the installation of the internet service. A billing representative spoke with the customer who advised billing for internet service did not begin until service was installed on Saturday, December **, 2016. The
representative agreed to follonce the first internet bill is generated to credit the activation fee of $29.99, due to the issues experienced with the installation
While *** *** is not satisfied with the resolution our position is unchanged. The resolution is as follows: On November **, 2016, our billing representative spoke with *** *** and explained the Early Termination Fee billed is sustained. The customer received an email of the Service Order Confirmation as well as a letter. In addition, the customer’s monthly invoice reflected she was in a year agreement. *** *** stated because her mother set up the account for her, she should not be responsible for the Early Termination Fee. Our representative explained that by giving her mother authorization to establish the account, she gave her authorization to accept any terms and conditions also. *** *** stated she will not pay the Early Termination Fee, however the charges are valid and sustained
Verizon contacted the customer on 1/**/and the service tested as working. The test also showed that a telephone was not connected to the Optical Network TerminalThe technician educated the customer on how to isolate her customer owned phone equipment and explained that she should test one phone only at each jack at a timeThe customer was not home but she said that she would test on 1/**/in the evening and she requested a follow up call on 1/**/On 1/**/16, Verizon recalled the customer who stated service was working fineThe customer requested out of service creditIt was noted that Verizon does not credit for trouble with customer owned equipmentIn addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visitVerizon is unable to issue the requested out of service creditAs stated above, and in accordance with the tariff, Verizon does not credit for trouble with customer owned equipmentIn addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visitVerizon apologizes for any unprofessional behavior experienced by the customerWe regret that we are unable to satisfy this customer’s request
A billing representative spoke with the customer and apologized for the issue she experienced The representative adjusted the customer’s bill$for the week of having the Ultimate HDShe also adjusted her account $for the difference between her old and new package. Monthly
adjustments in the amount of $will be made to the account until April
On August *, 2015, our Billing representative spoke with ***
*** and explained he disconnected his service on February *, The January *, billing statement was paidin full. Out of service credit andprorated charges were issued for a credit balance of $48.20. ***
*** had his bank recall $209.00leaving for a balance of $ Ourrepresentative sent a copy of his January bill for his review *** *** feels we should not have sent himto collections for a misunderstanding Theaccount sent to Collections was not an error In addition, per the customer's request, weremoved him from all Verizon solicitationHe had no further questions
Verizon records show the pay-per-view was ordered from the set-top box and an e-mail confirmation was sent out. Verizon records show the event was viewed. *** *** was contacted by Verizon's Customer Service Escalation team representative on 05/**/and provided this
information. *** *** was offered a 50% courtesy credit. *** *** accepted the offer and noted she was not satisfied. The credit has been applied to the account and will be reflected on the June bill.We trust this information will help to resolve *** ***'s 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 includes three line items and only one of them, least important, has been addressed by VerizonThat makes my complaint 1/resolved
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Upon receipt of the complaint, a message was left on the customer's answering machine on February *, The issue was referred to the appropriate departments to review and investigateOur representative spoke with the customer on February * and explained that the changes were made after
the January bill dateThe February bill will reflect the credits for the pro-rated charges and removal of any serviceThe customer said she now understands her bill and is satisfiedThe other issue will be addressed internallyAnother message and an apology email were sent to the customer on February * as a follow up
The customer has been provided direct contact informationThere has been no error in billing and no service issue identifiedThe customer can contact Verizon during business hours to discuss her concerns
The Verizon local manager for *** *** area confirmed that the service was installed on 2/**/*** *** verified via email that the service was in and workingVerizon regrets the delay in getting the service installed
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, *** *** expressed concern about being enrolled into a new contract without his consent and an Epix movie package that was not removed at his requestUpon
review, Verizon communicated with *** *** on 12/**/but we have been unable to reach him since that dateOn 12/**/Verizon apologized for the issue *** *** experiencedVerizon explained that the contractual issue was related a profile error on the accountVerizon advised *** *** on 12/**/that we would have to contact him at a later point to fix the profile issue*** *** would need to pick an option from the price quotes he was sent via email on 12/**/in which he has yet to respondVerizon reviewed the account but could not find any notes regarding the removal of the Epix movie packageHowever, Verizon will still assist *** *** by removing the Epix movie package and backdating it to 10/**/*** *** will need to contact Verizon at the numbers provided to him so that we can expedite his resolveFurthermore, I have left my number with *** *** should he have any additional questions or concerns
I called the customer and tested the line. He is getting proper speeds for his 75/- just to be proactive we power cycled the BHR and ONT. I advised the customer to monitor it and call tech support if he has any further issues. Case closed
Our investigation found that the customer chose an offer that provided a lower monthly rate in place of the offer that included any gift cardThe service order confirmation sent out did not inform of any eligibility for a gift card. We contacted the customer and offered to change the plan accepted to an offer that included a gift card or waive any early termination fees if customer chooses to terminate serviceWe are aware that the customer is not pleased with being informed of being ineligible for the gift cardThis is our final response
This case is closed on our end. We have don't our part and contacted the STB dept and they said all correspondence is stopped. Nothing more we can do with this case. Please do not resubmit as we stand by our position
Please be advised Verizon has issued a credit for the unreturned equipment and requested the account be deleted from *** ***s credit report. Please note it can take up to days to be removed from all bureaus, so a letter was emailed to *** *** for her records. Once the
credits post to the account, we will follow up with a second letter to show the account is paid in full. We trust this provides your office with the information required in this matterThank you, MsM*** SrAnalyst Verizon Executive Relations