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]
Although Verizon Communications reimbursed us for the router rental, they still have not addressed the unintentional change from select HD to ultimateNo one in my household consented to the change or knew that this change took placeBecause I was only made aware of the change weeks later, when we received the monthly bill, we were charged approximately $more than anticipatedI will not consider this complaint to be resolved until Verizon Communications reimburses all of the extra charges due to ultimate HD instead of select.It is peculiar that we did not receive a confirmation message via email as soon as the change took placeIn my experience as a Verizon customer since 2012, they have always sent confirmation emails with every change to the accountWhy was a confirmation email not sent to me when the account was supposedly changed on 3/**/15? If I had known of the change as soon as it took place, I could have easily corrected it without all of the extra chargesIt is this lack of confirmation that cost usWe did not watch any of the ultimate HD channels or make use of ultimate HD in any way.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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
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
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,
*** ***
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
*** *** *** 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
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
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
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me and the matter has been resolvedIt is too bad that the only way they would contact me was by going through the Revdex.comThis was taken care of, but should never have gotten to this pointMy account was closed, nit suspended as I was told many times and fairly recentlyPulled from collections and no balance dueJust no internet when I arrive home after the month absence
Sincerely,
*** ***
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 Specialist reached out to the customer on January *** to advise his refund check has been processed and he should receive the check in to business days.According to our records, the refund check was submitted on January *** to be processed and expedited to the customer. He should
receive the check in to business days
Subsequent to receipt and acknowledgement of the Revdex.com complaint, I forwarded *** ***’s concern to Verizon’s billing department for further review and contact. A billing consultant reviewed the account and adjusted the September bill to honor the $pricing. The
$local exchange discount was removed and a $discount was placed to offset some of the tax increases and bringing the monthly total to $111. The consultant added an additional $recurring credit for ten (10) months to honor the pricing of $for twelve (12) monthsPlease be advised the customer is not in a contract; consequently, he would be subject to any increases going forward. Initially, the consultant was unsuccessful in speaking to *** ***; however, he left a voicemail including callback information. Today, October **, 2017, the consultant spoke with *** *** and informed him of adjustments and billing going forward as discussed in this response. Finally, a seven-day credit of $was issued for nonworking FIOS video services. The customer voiced no further concerns or questions
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
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
There is no way to reach the customer, but it looks like this account was finalized in April but the refund not released. Accounting advised account not finalized but they agreed to release the refund for $The customer should see in 5-days. Case closed
Upon receipt of the complaint, a message was left on the customer's answering machine and the issue was referred to the appropriate department to review and investigateOur investigation located the discrepancy and a request was submitted to correct the issueThe anticipated date for correction is
by the customer's October *, bill statementThe representative will follow up to confirm the issue is resolvedMessages were left on the customer's answering machine with our contact information if there are any questions when the bill is received
Please be advised that our Billing Investigation Team has remained in contact with *** *** and she has our direct contact informationAs previously mentioned our ordering system encountered an error which led to an extended waiting period in which we apologize for and has been successfully correctedOn October *, we were able to advise her of the additional $off for the next months
Upon receipt of the complaint, a message was left on the customer's voice mail to advise we are in receipt of the complaintThe customer had FiOS Triple Play-voice, internet and TV servicesThe customer disconnected the services however he requested to retain the email serviceHe established a
separate account for the email serviceThere was a balance on the final bill, however the account was never finalizedAn order was issued to finalize the accountOnce the order completes, the refund request will processI spoke with *** ***, apologized for the inconvenience and confirmed the mailing addressIt was explained it takes four to six weeks for the processing to complete. He has my contact information for future reference
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]
Although Verizon Communications reimbursed us for the router rental, they still have not addressed the unintentional change from select HD to ultimateNo one in my household consented to the change or knew that this change took placeBecause I was only made aware of the change weeks later, when we received the monthly bill, we were charged approximately $more than anticipatedI will not consider this complaint to be resolved until Verizon Communications reimburses all of the extra charges due to ultimate HD instead of select.It is peculiar that we did not receive a confirmation message via email as soon as the change took placeIn my experience as a Verizon customer since 2012, they have always sent confirmation emails with every change to the accountWhy was a confirmation email not sent to me when the account was supposedly changed on 3/**/15? If I had known of the change as soon as it took place, I could have easily corrected it without all of the extra chargesIt is this lack of confirmation that cost usWe did not watch any of the ultimate HD channels or make use of ultimate HD in any way.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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
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
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,
*** ***
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
*** *** *** 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
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
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
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me and the matter has been resolvedIt is too bad that the only way they would contact me was by going through the Revdex.comThis was taken care of, but should never have gotten to this pointMy account was closed, nit suspended as I was told many times and fairly recentlyPulled from collections and no balance dueJust no internet when I arrive home after the month absence
Sincerely,
*** ***
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 Specialist reached out to the customer on January *** to advise his refund check has been processed and he should receive the check in to business days.According to our records, the refund check was submitted on January *** to be processed and expedited to the customer. He should
receive the check in to business days
Subsequent to receipt and acknowledgement of the Revdex.com complaint, I forwarded *** ***’s concern to Verizon’s billing department for further review and contact. A billing consultant reviewed the account and adjusted the September bill to honor the $pricing. The
$local exchange discount was removed and a $discount was placed to offset some of the tax increases and bringing the monthly total to $111. The consultant added an additional $recurring credit for ten (10) months to honor the pricing of $for twelve (12) monthsPlease be advised the customer is not in a contract; consequently, he would be subject to any increases going forward. Initially, the consultant was unsuccessful in speaking to *** ***; however, he left a voicemail including callback information. Today, October **, 2017, the consultant spoke with *** *** and informed him of adjustments and billing going forward as discussed in this response. Finally, a seven-day credit of $was issued for nonworking FIOS video services. The customer voiced no further concerns or questions
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
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
There is no way to reach the customer, but it looks like this account was finalized in April but the refund not released. Accounting advised account not finalized but they agreed to release the refund for $The customer should see in 5-days. Case closed
Upon receipt of the complaint, a message was left on the customer's answering machine and the issue was referred to the appropriate department to review and investigateOur investigation located the discrepancy and a request was submitted to correct the issueThe anticipated date for correction is
by the customer's October *, bill statementThe representative will follow up to confirm the issue is resolvedMessages were left on the customer's answering machine with our contact information if there are any questions when the bill is received
Please be advised that our Billing Investigation Team has remained in contact with *** *** and she has our direct contact informationAs previously mentioned our ordering system encountered an error which led to an extended waiting period in which we apologize for and has been successfully correctedOn October *, we were able to advise her of the additional $off for the next months
Upon receipt of the complaint, a message was left on the customer's voice mail to advise we are in receipt of the complaintThe customer had FiOS Triple Play-voice, internet and TV servicesThe customer disconnected the services however he requested to retain the email serviceHe established a
separate account for the email serviceThere was a balance on the final bill, however the account was never finalizedAn order was issued to finalize the accountOnce the order completes, the refund request will processI spoke with *** ***, apologized for the inconvenience and confirmed the mailing addressIt was explained it takes four to six weeks for the processing to complete. He has my contact information for future reference