Tell us why here...According to our records, *** *** was advised that she has a $discount towards her triple play bundle regarding the year commitment*** *** was also given a $month credit for the HD set-top box
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's response is indicative of the ongoing behavior they seem to be exhibiting in this situation *** provided to me a call after my initial complaint She was then going to research the situation although it was clear on my second call with her on 7/** that she had not She called unprepared without any of my account numbers; I now have two numbers since my original (year) account was shut down without my permission She couldn't locate my new or old account which makes me wonder why it took week to research my situation As was clear, she was unable (or unwilling) to properly resolve this issue.Yvonne did offer to provide to me a credit of $to compensate me for this inconvenience She seemed to think that the credit was because I felt I had spent too much time on the phone In one respect she's correct -- I do feel like having to deal with this issue is a waste of my time But more important I have had my rights violated when Verizon disconnected my account, left me without service, took my social security number to enroll a secondary account (again without permission), and moved forward to have me resolve all issues, include coordinate the re-setup with the field technician who I was lucky to have on site that day setting up another location Fortunately my service was restored, although, again, incorrectly.While I hate to continue to muddy the waters with secondary issues I want to make reference that my service is still not completely restored as I originally had 75/internet speeds and now have 50/ So, I want to document that as I believe Yvonne didn't even notice that the first service does not match the new restored service.I expressed my discontentment with the resolution provided by Yvonne Simply put, she would restore my original account (if she can find it) with $that was assessed on that account as a disconnect fee So that I do not have a financial loss -- again, I haven't seen any email or documentation to this effect I have only been told she will follow up with me The fact remains that if this continues the way it has I'll be fighting again in a year for a past due bill which includes the $disconnect fee Secondly, after Yvonne's complete inability to grasp why I would like compensation for the situation she offered a $credit for month of service (service, which again, doesn't match my original service) I, of course, saw this as unacceptable after I feel my privacy and rights have been violated.My intention is to move forward with a FCC consumer complaint and in addition to file a claim in Richmond ,VA civil court I am deciding if I should speak with an attorney regarding forming a class action suit prior to moving forward with the beginning of a law suit As I suspect that termination of a service by a 3rd party (not party to the service contract) could constitute an overlying breach of contract and privacy as expressed in Verizon's terms of use and end-user agreement As I expressed to Yvonne -- I had hoped to avoid this situation I'm not sure why Yvonne's response would not fully reflect the severity of this situation I truly hope her supervisor is aware of the gravity of this violation.Thank you!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On November *, 2016, our billing representative her at the Executive Office spoke with *** *** and advised the October bill was adjusted and we will honor promised rate till January 2017. *** *** understood and had no further questions. We apologize for any inconvenience that
*** *** has experienced as a result of the above matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
There is no pending order on my account currently. Please review and contact me. Get your facts straight
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:
[Your Answer Here]I was told I would hear back from the business in 24-hours, and I have not. Nowhere in the mailing that I received did it state you had to upgrade your phone
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Subsequent to receipt of the complaint, I contacted *** *** and apologized for his concern. I explained to *** *** that the offering of low rates is a way of attracting new customers to Verizon and essentially makes us no different than many other businesses. *** *** stated he
understood but stated that his bill has recently increased by $per month. I apprised *** *** that I would forward his concern to our billing department for further review and contact. Today, September **, 2017, a billing consultant spoke with *** *** and advised him that the largest discount we could add to the account would be $10/months. The customer was advised that his monthly recurring charges would total approximately $166.37. The billing consultant also explained to *** *** that he would not qualify for new customer rates and the $10/months rate is the best Verizon can offer. *** *** accepted the offer and order *** was issued
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]
The company should have provided a credit or some sort of "I'm sorry"They did nothing of the sortLiterally they wouldn't even take my order via phone and match the online priceThey offered nothing of assistance other than to connect me with departments to fix this on my own.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon made multiple attempts to contact this customer whofailed to respondVerizon is unable to address and resolve this complaint dueto insufficient information and provision of the specific account number inquestion
Company records show that on 3/10/the customer was sent a confirmation order stating that his billing would be as follows plus equipment taxes and fees:Triple Play $69.99Verizon Freedom EssentialsFiOS Customer TV FiOS internet 50/50This information was verified with the customer 4/when the
customer was provided the access information for his voicemailIn 6/the customer removed the phone service and increased the internet speed to 75/(Reflected in the 7/bill) In 10/2016, the customer removed the TV portion of the bill (reflected in the 11/bill) and the internet began billing at a stand-alone rate of $The company has correctly billed the customer and no credit is warrantedThe customer is being billed for stand-alone internet, bundling multiple services entitles customers deeper discounts
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Give that it now appears my account was sold by Verizon to Orion Portfolio Services, I will direct my complaint to them
Sincerely,
*** ***
I called the customer on 5/* & 5/* checking on status of service and had to leave a voice messageI advised the customer that I am going to permanently lower his speed to 5Mbps because the tests that I have been running said that its stable. Case closed
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 wanted to respond to your update to me regarding my complaint from VerizonI was unable to respond because I my stepfather passed away on October 3rd and I was preparing for the funeral, which occurred yesterday.I did receive a response from Verizon's representative, *** ***, on September ***, indicating the charge was removed from my credit report (I had known this since September 20th) and a letter would be sent to the credit bureau, acknowledging their errorI asked for a copy to be sent to me as proofI was told it would take 7-business days to receive. I have not yet received the letter.Once I receive the letter, then I will be satisfied.Thank you again for your assistance in resolving this matter
Sincerely,
*** ***
According to our records, prior to making any changes the customer had a triple play with FIOS Digital Voice, FIOS Internet 75/75, and FIOS Television Extreme HD with a bundle price of $and a DVR Free for Life. The customer ported his telephone number to another company on 1/**/17. This order removed the eligibility for the DVR Free For Life Promotion as it is only eligible on a triple play. On 1/**/the customer placed an order dated for 2/*/to upgrade his speed to 150/and upgrade his television equipment to FIOS Quantum TV. This order included a $for month Stay with us credit as well as a $for month discount. This order did not include telephone service and had a Double play with FIOS Internet 150/plus FIOS Extreme HD with a bundle price of $minus the $and $discounts. A technician was dispatched on 2/*/but was not able to complete the work that day. On 2/**/the customer requested to add phone service back onto his account. This order included FIOS Digital Voice, FIOS Internet 150/150, and FIOS Ultimate HD (this is the top tier television plan) with a bundle price of $204.99. The $and $discount were removed due to the change in service. He also requested additional jack work in his home. All work was completed on 3/*/17. The charges for the jack work were adjusted on 3/*/totaling $185.09.A billing specialist contacted the customer to discuss his concerns. She offered to add the $and $discount for a year that he was previously offered on the double play. It was also offered to take him back to his original equipment and add the DVR Free For Life promotion. The customer was not satisfied with either of these options. No changes were made
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 resolvedVerizon was able to restore our service outageVerizon Business was able to provide a refund for the time we went without serviceWhile the customer service experience was not to our liking- too many automated phone service recordings, too many automated emails, when we are able to communicate directly our complaint was handled wellThis took several days, several emails, several phone calls, and several direct messages over Twitter to accomplish which took us further away from our day to day business operations in addition to being without our primary source of internet.Thank you for your assistance in the matter and helping us to seek resolution
Sincerely,
*** ***
Good afternoon, Claimant placed account on vacation suspend for months on June *** At this time there were months left on the claimants contractHad he disconnected all the services the ETF would have been added to the accountBut since it was placed on Vacation suspend for months, the
ETF was not applied. However, the time the account spends on Vacation suspend does not count towards the time remaining on the contract, which was monthsOnce the suspension length was over, the services were reactivated and the claimant was billedThe charges are valid and have been sustained previously and will continue to be sustainedThis is our final position
*** ** *** *** Thank you for referring this case of *** ** *** to our office for reviewWe appreciate you bringing this matter to our attention We have made unsuccessful attempts to reach *** ***After reviewing the account our investigation is showing
at 6pm on May *, the Mayweather vsPacquio HD fight was ordered from customer’s HD receiver with serial number ending in *** On July *, we are showing where customer called into our customer service and received a courtesy credit in the amount of $plus taxes, totaling $ We apologize for any inconvenience this may have causedWe trust this information will assist you in closing this case Respectfully, *** Verizon SW Executive Relations
We have researched the account and have been unable to confirm that a payment was made or processed online. We have spoken with the customer and advised that we will need proof of payment in order to investigate further. *** *** has been advised that we must obtain these documents in
order to locate this payment. We are still awaiting documentation from the customer
Upon receipt of the complaint, we spoke with the customer on March **, and apologized for the inconvenienceWe spoke with the Verizon Wireless Supervisor who is familiar with the issueDue to the misunderstanding, the customer's account was credited $as a one time
adjustment which will appear on the next bill statement. There are certain services that a customer must subscribe to in order to qualify for the $Reward CardOn March **, a message was left on the customer's answering machine as well as an email to the address provided on the complaint about the adjustment
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 called me again and told me that they may not provide Internet to me by March and it was tentativeI told them I am willing to buy phone service and whatever else the dsl may be offered withBecause my husband and I have to have internet at homeWe both work in medical field and it is very crucial that we get internet serviceThe December date Verizon provided to Revdex.com is incorrect and I am very dissatisfied they did promise us home internet service and they are not doing it they first said it was going to be November and then DecemberNow they are saying it may be March of next yearI also told them I am willing to buy other services from them to be able to get DSL all of my neighbors have dsl The previous owner of my house had dsl I was told that the the day the previous owners cancel their dsl, I was going to have it activated on my nameSo it is not like they have to put new lines or bring cables to my houseThere was DSL in my house until October ***That's the day the previous owner disconnected their serviceWe called the Same day and Verizon is not doing what they promised.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
In reference to complaint ID ***, Verizon finally sent me the refund amountIt's unfortunate that it required complaints to the Revdex.com & FCC for Verizon to finally pay attention
Sincerely,
*** ***
Tell us why here...According to our records, *** *** was advised that she has a $discount towards her triple play bundle regarding the year commitment*** *** was also given a $month credit for the HD set-top box
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's response is indicative of the ongoing behavior they seem to be exhibiting in this situation *** provided to me a call after my initial complaint She was then going to research the situation although it was clear on my second call with her on 7/** that she had not She called unprepared without any of my account numbers; I now have two numbers since my original (year) account was shut down without my permission She couldn't locate my new or old account which makes me wonder why it took week to research my situation As was clear, she was unable (or unwilling) to properly resolve this issue.Yvonne did offer to provide to me a credit of $to compensate me for this inconvenience She seemed to think that the credit was because I felt I had spent too much time on the phone In one respect she's correct -- I do feel like having to deal with this issue is a waste of my time But more important I have had my rights violated when Verizon disconnected my account, left me without service, took my social security number to enroll a secondary account (again without permission), and moved forward to have me resolve all issues, include coordinate the re-setup with the field technician who I was lucky to have on site that day setting up another location Fortunately my service was restored, although, again, incorrectly.While I hate to continue to muddy the waters with secondary issues I want to make reference that my service is still not completely restored as I originally had 75/internet speeds and now have 50/ So, I want to document that as I believe Yvonne didn't even notice that the first service does not match the new restored service.I expressed my discontentment with the resolution provided by Yvonne Simply put, she would restore my original account (if she can find it) with $that was assessed on that account as a disconnect fee So that I do not have a financial loss -- again, I haven't seen any email or documentation to this effect I have only been told she will follow up with me The fact remains that if this continues the way it has I'll be fighting again in a year for a past due bill which includes the $disconnect fee Secondly, after Yvonne's complete inability to grasp why I would like compensation for the situation she offered a $credit for month of service (service, which again, doesn't match my original service) I, of course, saw this as unacceptable after I feel my privacy and rights have been violated.My intention is to move forward with a FCC consumer complaint and in addition to file a claim in Richmond ,VA civil court I am deciding if I should speak with an attorney regarding forming a class action suit prior to moving forward with the beginning of a law suit As I suspect that termination of a service by a 3rd party (not party to the service contract) could constitute an overlying breach of contract and privacy as expressed in Verizon's terms of use and end-user agreement As I expressed to Yvonne -- I had hoped to avoid this situation I'm not sure why Yvonne's response would not fully reflect the severity of this situation I truly hope her supervisor is aware of the gravity of this violation.Thank you!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On November *, 2016, our billing representative her at the Executive Office spoke with *** *** and advised the October bill was adjusted and we will honor promised rate till January 2017. *** *** understood and had no further questions. We apologize for any inconvenience that
*** *** has experienced as a result of the above matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
There is no pending order on my account currently. Please review and contact me. Get your facts straight
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:
[Your Answer Here]I was told I would hear back from the business in 24-hours, and I have not. Nowhere in the mailing that I received did it state you had to upgrade your phone
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Subsequent to receipt of the complaint, I contacted *** *** and apologized for his concern. I explained to *** *** that the offering of low rates is a way of attracting new customers to Verizon and essentially makes us no different than many other businesses. *** *** stated he
understood but stated that his bill has recently increased by $per month. I apprised *** *** that I would forward his concern to our billing department for further review and contact. Today, September **, 2017, a billing consultant spoke with *** *** and advised him that the largest discount we could add to the account would be $10/months. The customer was advised that his monthly recurring charges would total approximately $166.37. The billing consultant also explained to *** *** that he would not qualify for new customer rates and the $10/months rate is the best Verizon can offer. *** *** accepted the offer and order *** was issued
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]
The company should have provided a credit or some sort of "I'm sorry"They did nothing of the sortLiterally they wouldn't even take my order via phone and match the online priceThey offered nothing of assistance other than to connect me with departments to fix this on my own.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon made multiple attempts to contact this customer whofailed to respondVerizon is unable to address and resolve this complaint dueto insufficient information and provision of the specific account number inquestion
Company records show that on 3/10/the customer was sent a confirmation order stating that his billing would be as follows plus equipment taxes and fees:Triple Play $69.99Verizon Freedom EssentialsFiOS Customer TV FiOS internet 50/50This information was verified with the customer 4/when the
customer was provided the access information for his voicemailIn 6/the customer removed the phone service and increased the internet speed to 75/(Reflected in the 7/bill) In 10/2016, the customer removed the TV portion of the bill (reflected in the 11/bill) and the internet began billing at a stand-alone rate of $The company has correctly billed the customer and no credit is warrantedThe customer is being billed for stand-alone internet, bundling multiple services entitles customers deeper discounts
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Give that it now appears my account was sold by Verizon to Orion Portfolio Services, I will direct my complaint to them
Sincerely,
*** ***
I called the customer on 5/* & 5/* checking on status of service and had to leave a voice messageI advised the customer that I am going to permanently lower his speed to 5Mbps because the tests that I have been running said that its stable. Case closed
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 wanted to respond to your update to me regarding my complaint from VerizonI was unable to respond because I my stepfather passed away on October 3rd and I was preparing for the funeral, which occurred yesterday.I did receive a response from Verizon's representative, *** ***, on September ***, indicating the charge was removed from my credit report (I had known this since September 20th) and a letter would be sent to the credit bureau, acknowledging their errorI asked for a copy to be sent to me as proofI was told it would take 7-business days to receive. I have not yet received the letter.Once I receive the letter, then I will be satisfied.Thank you again for your assistance in resolving this matter
Sincerely,
*** ***
According to our records, prior to making any changes the customer had a triple play with FIOS Digital Voice, FIOS Internet 75/75, and FIOS Television Extreme HD with a bundle price of $and a DVR Free for Life. The customer ported his telephone number to another company on 1/**/17. This order removed the eligibility for the DVR Free For Life Promotion as it is only eligible on a triple play. On 1/**/the customer placed an order dated for 2/*/to upgrade his speed to 150/and upgrade his television equipment to FIOS Quantum TV. This order included a $for month Stay with us credit as well as a $for month discount. This order did not include telephone service and had a Double play with FIOS Internet 150/plus FIOS Extreme HD with a bundle price of $minus the $and $discounts. A technician was dispatched on 2/*/but was not able to complete the work that day. On 2/**/the customer requested to add phone service back onto his account. This order included FIOS Digital Voice, FIOS Internet 150/150, and FIOS Ultimate HD (this is the top tier television plan) with a bundle price of $204.99. The $and $discount were removed due to the change in service. He also requested additional jack work in his home. All work was completed on 3/*/17. The charges for the jack work were adjusted on 3/*/totaling $185.09.A billing specialist contacted the customer to discuss his concerns. She offered to add the $and $discount for a year that he was previously offered on the double play. It was also offered to take him back to his original equipment and add the DVR Free For Life promotion. The customer was not satisfied with either of these options. No changes were made
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 resolvedVerizon was able to restore our service outageVerizon Business was able to provide a refund for the time we went without serviceWhile the customer service experience was not to our liking- too many automated phone service recordings, too many automated emails, when we are able to communicate directly our complaint was handled wellThis took several days, several emails, several phone calls, and several direct messages over Twitter to accomplish which took us further away from our day to day business operations in addition to being without our primary source of internet.Thank you for your assistance in the matter and helping us to seek resolution
Sincerely,
*** ***
Good afternoon, Claimant placed account on vacation suspend for months on June *** At this time there were months left on the claimants contractHad he disconnected all the services the ETF would have been added to the accountBut since it was placed on Vacation suspend for months, the
ETF was not applied. However, the time the account spends on Vacation suspend does not count towards the time remaining on the contract, which was monthsOnce the suspension length was over, the services were reactivated and the claimant was billedThe charges are valid and have been sustained previously and will continue to be sustainedThis is our final position
*** ** *** *** Thank you for referring this case of *** ** *** to our office for reviewWe appreciate you bringing this matter to our attention We have made unsuccessful attempts to reach *** ***After reviewing the account our investigation is showing
at 6pm on May *, the Mayweather vsPacquio HD fight was ordered from customer’s HD receiver with serial number ending in *** On July *, we are showing where customer called into our customer service and received a courtesy credit in the amount of $plus taxes, totaling $ We apologize for any inconvenience this may have causedWe trust this information will assist you in closing this case Respectfully, *** Verizon SW Executive Relations
We have researched the account and have been unable to confirm that a payment was made or processed online. We have spoken with the customer and advised that we will need proof of payment in order to investigate further. *** *** has been advised that we must obtain these documents in
order to locate this payment. We are still awaiting documentation from the customer
Upon receipt of the complaint, we spoke with the customer on March **, and apologized for the inconvenienceWe spoke with the Verizon Wireless Supervisor who is familiar with the issueDue to the misunderstanding, the customer's account was credited $as a one time
adjustment which will appear on the next bill statement. There are certain services that a customer must subscribe to in order to qualify for the $Reward CardOn March **, a message was left on the customer's answering machine as well as an email to the address provided on the complaint about the adjustment
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 called me again and told me that they may not provide Internet to me by March and it was tentativeI told them I am willing to buy phone service and whatever else the dsl may be offered withBecause my husband and I have to have internet at homeWe both work in medical field and it is very crucial that we get internet serviceThe December date Verizon provided to Revdex.com is incorrect and I am very dissatisfied they did promise us home internet service and they are not doing it they first said it was going to be November and then DecemberNow they are saying it may be March of next yearI also told them I am willing to buy other services from them to be able to get DSL all of my neighbors have dsl The previous owner of my house had dsl I was told that the the day the previous owners cancel their dsl, I was going to have it activated on my nameSo it is not like they have to put new lines or bring cables to my houseThere was DSL in my house until October ***That's the day the previous owner disconnected their serviceWe called the Same day and Verizon is not doing what they promised.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
In reference to complaint ID ***, Verizon finally sent me the refund amountIt's unfortunate that it required complaints to the Revdex.com & FCC for Verizon to finally pay attention
Sincerely,
*** ***