I spoke with *** ***, acknowledged and apologized for the inconvenience. *** *** said the technician was there this morning and installed the service and everything is working fine. *** *** said he was going to call the Revdex.com and tell them. I apologized, he said he wants things
addressed with the person who disconnected his service without authorization. I apologized and advised that would be investigated and addressed internally by the supervisor of the person involved. I asked if there was anything else I could do to assist and *** *** said no, I advised him to call me directly should he have any problems or questions. Joyce D***Verizon Executive Relations SrAnalyst
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 don't understand why a company like Verizon has to lie about something like thatI received a call on April *** stated that they received my complaint from the Revdex.com, that person who called me said that she will forward my complaint to a manager who will contact me within hrssince then no one had called my phoneI see their review and said that they make arrangement with memy complaint is not about arrangementif they even read my complaint, it clearly stating that I want to get out of the contract and not pay a cancelation fee, because Verizon put a block on my phone and not able to use the service that I m paying forThe problem remain unresolved as far as I m concern
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We worked with the customer to locate the account in question and provided our findings to the customerWe appreciate this matter being brought to our attention
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Usage Verification CenterAccording to our records, *** *** expressed concern about her phone restrictionsUpon review, Verizon noted the account was blocked on January **, due to past due and three
non-consecutive, non-sufficient fund paymentsDue to payment history customer is in a cash only statusOur customer’s account is currently three months past dueOur usage verification center contacted our customer on March **, and made a one-time exception to unblock *** *** long distance serviceHowever, the pay-per-view and video on demand blocks would remain until the account is currentSubsequently, Verizon referred this matter to our customer service departmentVerizon issued a credit for $as a good-will credit to our customer for the phone restrictionThis adjustment will appear no later than the April **, billing statementFurthermore, I have left my number with *** *** should she have any additional questions or concerns
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
Please see the attached correspondence sent by Verizon regarding *** *** concerns. The first letter sent November **, addressed *** *** billing concerns associated with former Revdex.com Complaint under ID ***. Neither a Financial Services consultant nor I
was successful in reaching *** *** in regard to his current complaint under ID ***. I have attached a please call letter mailed to *** *** that also highlights information pertinent to his concern for payment arrangements
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]
It has nothing to do with my company
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon spoke with *** *** about his concerns regarding his billing due to us disconnecting his service in errorThe company advised the following points regarding both the old and new account: - for his old account ***###-###-#### the company will credit the early termination fee of $and follow up with the customer to advise- the $set up fee & router charge for new account ***-###-###-#### will also be creditedRouter has been changed to customer provided router- prior to the disc he had 75/The company reviewed his bill explaining his bundle rate was $with 75/He currently has 50/for $He advised to leave as is for now *** *** was satisfied with the resolution
The account was called back from the outside collection
agency and all collection action has been stopped. The necessary request forms have been issued
to adjust the account to a zero balanceWe apologized for the problems encountered and appreciate
the customer bringing this to our
attention
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
Verizon advised thecustomer that his refund in the amount of $was issued per Verizon check# *** and cased by the customer on 5/**/He has been provided with a*** *** ***r’s name and direct number for any further questions.In accordance with aprior complaint, on 5/**/15,
Verizon spoke with *** *** whoadvised she received the refund check on 5/**/and paid ***
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
A Specialist was able to reach the customer on January *** to discuss renewing his bundle at the renewal offer he saw online of $79.99. The customer advised the Specialist that he cancelled his pending order. The Specialist advised the best price point for his existing bundle is
$99.99. The customer then requested a call from an online specialist because he had tried to place the order online and couldn't.The Online Specialist reached out to the customer on his home phone January ***, *** and *** and on his can be reached number on February *** leaving a message each time. As of today, the customer hasn't returned our calls.According to our records, the Online Specialist didn't see the $pricing the customer saw online. The best offer she could find was $99.99. The customer is likely getting a difference price online because he has a loyalty discount on the account now. When the customer renews the discount will be removed
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
Our records show the customer reported issues with the Fios Internet service in May and June Our technicians were on site and the issues were resolvedIn July, the customer spoke with a representative in reference to out of service credit which was issuedThere were a one time charge associated with the restoral of service of which the customer's account was credited on November *On November *, our representative spoke with the customer, apologized for the inconvenience, explained the charges and credits and one month out of service credit was issued as a one time courtesy
Verizon tested the service and detected noise on the line as well as a wiring issueWe contacted the customer and explained that a technician needed to be dispatchedShe stated that she was too busy right now to provide access and she would attempt to install new wire and a filter herselfThe
customer will call back as her schedule permits to set up a dispatch if requiredVerizon apologizes for any inconvenience the customer has experienced as a result of this matter
Verizon accounts representative has tried to make contact on different occasions to resolve *** *** concers with no successVerizon will send *** *** a call me letter
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 done that, I was told that there is nothing they can do to fix the website listed in the paragraph below (*** This is what I find so unacceptable and unbelievably aggravating To sum up again, that site does not allow me to loggin to begin the appeal process
If you chose Option Reduce Speed in Days, then the speed of your Internet service will be temporarily reduced to a maximum of kbps downstream / kbps upstream for a period of two (2) days beginning 07/**/at 08:05:AMCentral timeYour service will be restored to its speed on 07/**/at 08:05:AM Central timeIf you change your mind and wish to file an appeal, you can do so up until 07/**/at 08:05:AM Central time,by going *** for information on how to file an appeal with the American Arbitration Association (AAA)If AAA notifies us that you successfully filed an appeal, then we will suspend the speed reduction to your service until after AAA makes its decisionPlease see "If you chose Option Appeal" below for more information on the appeal process.
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 find that this resolution is satisfactory to me and the matter has been resolved.I am very happy to say that the Verizon technician who arrived today to solve our FiOS problem was
competent, polite and very knowledgeableHe worked very hard to solve the problem with our system which he didHe was very personable and, in my mind, more than made up for the miserable response that we had from Verizon Customer serviceVerizon should "clone" this professional gentleman and disperse the clones throughout their customer service departmentHe single handedly redeemed Verizon
Sincerely,
*** ***
I spoke with *** ***, acknowledged and apologized for the inconvenience. *** *** said the technician was there this morning and installed the service and everything is working fine. *** *** said he was going to call the Revdex.com and tell them. I apologized, he said he wants things
addressed with the person who disconnected his service without authorization. I apologized and advised that would be investigated and addressed internally by the supervisor of the person involved. I asked if there was anything else I could do to assist and *** *** said no, I advised him to call me directly should he have any problems or questions. Joyce D***Verizon Executive Relations SrAnalyst
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 don't understand why a company like Verizon has to lie about something like thatI received a call on April *** stated that they received my complaint from the Revdex.com, that person who called me said that she will forward my complaint to a manager who will contact me within hrssince then no one had called my phoneI see their review and said that they make arrangement with memy complaint is not about arrangementif they even read my complaint, it clearly stating that I want to get out of the contract and not pay a cancelation fee, because Verizon put a block on my phone and not able to use the service that I m paying forThe problem remain unresolved as far as I m concern
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We worked with the customer to locate the account in question and provided our findings to the customerWe appreciate this matter being brought to our attention
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Usage Verification CenterAccording to our records, *** *** expressed concern about her phone restrictionsUpon review, Verizon noted the account was blocked on January **, due to past due and three
non-consecutive, non-sufficient fund paymentsDue to payment history customer is in a cash only statusOur customer’s account is currently three months past dueOur usage verification center contacted our customer on March **, and made a one-time exception to unblock *** *** long distance serviceHowever, the pay-per-view and video on demand blocks would remain until the account is currentSubsequently, Verizon referred this matter to our customer service departmentVerizon issued a credit for $as a good-will credit to our customer for the phone restrictionThis adjustment will appear no later than the April **, billing statementFurthermore, I have left my number with *** *** should she have any additional questions or concerns
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
Please see the attached correspondence sent by Verizon regarding *** *** concerns. The first letter sent November **, addressed *** *** billing concerns associated with former Revdex.com Complaint under ID ***. Neither a Financial Services consultant nor I
was successful in reaching *** *** in regard to his current complaint under ID ***. I have attached a please call letter mailed to *** *** that also highlights information pertinent to his concern for payment arrangements
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]
It has nothing to do with my company
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon spoke with *** *** about his concerns regarding his billing due to us disconnecting his service in errorThe company advised the following points regarding both the old and new account: - for his old account ***###-###-#### the company will credit the early termination fee of $and follow up with the customer to advise- the $set up fee & router charge for new account ***-###-###-#### will also be creditedRouter has been changed to customer provided router- prior to the disc he had 75/The company reviewed his bill explaining his bundle rate was $with 75/He currently has 50/for $He advised to leave as is for now *** *** was satisfied with the resolution
The account was called back from the outside collection
agency and all collection action has been stopped. The necessary request forms have been issued
to adjust the account to a zero balanceWe apologized for the problems encountered and appreciate
the customer bringing this to our
attention
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
Verizon advised thecustomer that his refund in the amount of $was issued per Verizon check# *** and cased by the customer on 5/**/He has been provided with a*** *** ***r’s name and direct number for any further questions.In accordance with aprior complaint, on 5/**/15,
Verizon spoke with *** *** whoadvised she received the refund check on 5/**/and paid ***
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
A Specialist was able to reach the customer on January *** to discuss renewing his bundle at the renewal offer he saw online of $79.99. The customer advised the Specialist that he cancelled his pending order. The Specialist advised the best price point for his existing bundle is
$99.99. The customer then requested a call from an online specialist because he had tried to place the order online and couldn't.The Online Specialist reached out to the customer on his home phone January ***, *** and *** and on his can be reached number on February *** leaving a message each time. As of today, the customer hasn't returned our calls.According to our records, the Online Specialist didn't see the $pricing the customer saw online. The best offer she could find was $99.99. The customer is likely getting a difference price online because he has a loyalty discount on the account now. When the customer renews the discount will be removed
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
Our records show the customer reported issues with the Fios Internet service in May and June Our technicians were on site and the issues were resolvedIn July, the customer spoke with a representative in reference to out of service credit which was issuedThere were a one time charge associated with the restoral of service of which the customer's account was credited on November *On November *, our representative spoke with the customer, apologized for the inconvenience, explained the charges and credits and one month out of service credit was issued as a one time courtesy
Verizon tested the service and detected noise on the line as well as a wiring issueWe contacted the customer and explained that a technician needed to be dispatchedShe stated that she was too busy right now to provide access and she would attempt to install new wire and a filter herselfThe
customer will call back as her schedule permits to set up a dispatch if requiredVerizon apologizes for any inconvenience the customer has experienced as a result of this matter
Verizon accounts representative has tried to make contact on different occasions to resolve *** *** concers with no successVerizon will send *** *** a call me letter
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 done that, I was told that there is nothing they can do to fix the website listed in the paragraph below (*** This is what I find so unacceptable and unbelievably aggravating To sum up again, that site does not allow me to loggin to begin the appeal process
If you chose Option Reduce Speed in Days, then the speed of your Internet service will be temporarily reduced to a maximum of kbps downstream / kbps upstream for a period of two (2) days beginning 07/**/at 08:05:AMCentral timeYour service will be restored to its speed on 07/**/at 08:05:AM Central timeIf you change your mind and wish to file an appeal, you can do so up until 07/**/at 08:05:AM Central time,by going *** for information on how to file an appeal with the American Arbitration Association (AAA)If AAA notifies us that you successfully filed an appeal, then we will suspend the speed reduction to your service until after AAA makes its decisionPlease see "If you chose Option Appeal" below for more information on the appeal process.
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 find that this resolution is satisfactory to me and the matter has been resolved.I am very happy to say that the Verizon technician who arrived today to solve our FiOS problem was
competent, polite and very knowledgeableHe worked very hard to solve the problem with our system which he didHe was very personable and, in my mind, more than made up for the miserable response that we had from Verizon Customer serviceVerizon should "clone" this professional gentleman and disperse the clones throughout their customer service departmentHe single handedly redeemed Verizon
Sincerely,
*** ***
We have applied days out of service credit to the account totaling $