Please be advised that subsequent to receipt of the complaint, a Verizon billing consultant has been unsuccessful in speaking to the customer on the can-be-reach number of ###-###-#### provided in his complaint to the Revdex.com. Records reflect that the consultant left a voicemail
message on each occasion asking for a callback. The above information notwithstanding, please be advised that the customer is referencing an ad that is part of Verizon's mass marketing. The price states "online price" because there typically is a $online discount if the customer orders NEW SERVICES online. Because *** *** is not a new customer, he is not eligible to receive the rate as is stated in the flyer. Please also note when you go online at verizon.com, one can see the offer referenced by *** ***. When one selects the link that reads, "offer and pricing details," there will be a notation, in part, as follows: "FIOS Triple Play - year agreement. Limited time online offer for new FIOS TV and Internet residential customer subscribing to a Customer TV, Fios Gigabit Connection (Up to 940/Mbps) internet and Fios Digital Voice bundle" I was advised by the attending Verizon consultant that her last message ostensibly advised *** *** that she was calling about the disputed advertisement he received and that she had been unsuccessful in her efforts to speak to him. She also provided a callback number of ###-###-#### should he wish to discuss the matter further
Verizon has made attempts to reach the customer to discuss her billingThe customer was provided a contact numberThe company has found no error in billing and if the customer would like to make a change to her plan she can contact us
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: the business is furnishing a lie and not provide the accurate information in their respond and that not eliminate the fact that I did not have a proper phone line service for the last yeartheir customer service is rude and even the manager who responded to my complain was rude and try to put the fault on my side without try to solve the problem or offer a fair resolutionI still request the business to be responsibleThe issue does not have any thing to do with my house smart jack box but more with a company can not provide the right service or even being responsible and correct what they doing wrong.
Sincerely,
*** ***
The customer spoke with a Verizon Manager on June **, The customer's services had been restored but he was not satisfied with the length of time it took to repair and restore servicesThe customer was also not satisfied with only being issued credit for the five days he was without service
The manager offered a one month credit on the account as a goodwill gesture. The customer advised would think about the offerOn June **, 201, the customer called and accepted the one month credit offer. A credit of $was issue on the accountThe customer was satisfied
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 received a call on 7/** which I pronptly returnedI never received a call back.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advised Verizon has issued a manual credit of $for the last bill and added a $a month discount to be applied until August 2017. This will make the rate the initial amount quoted for the second year of the term We trust this provides your office with the
information required in this matter Thank you, MsM*** SrAnalyst Verizon Executive Relations
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Information Technology departmentAccording to our records, Information Technology communicated with *** on December **, and verified her ability to log in to her Verizon account properly. *** ***'s
issues were cared for prior to the receipt of this complaintFurthermore, I have left my personal work number should *** have any additional questions or concerns
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The last technician that came said the wires need to be replaced in the other hub house next to usWe have one of the hubs on our house and they keep repairing it, but its never a permanent solutionIs it possible to get a real solution? The repair was great, but again (as its been with the last years), it only proves temporaryI understand that we aren't paying for service that we aren't able to use, but is that really an "I'm sorry?" "I'm sorry, you missed your appt call?" "I'm sorry you missed your call from your sister in Jamaica's call for months?." I do not think that that is enough for compensate for all the problems that Verizon has caused us for this long length of timePlease come up with a better solution to the problem and fix the old, outdated wires/box (as stated by the technician)(*** after all this, the least they can do is offer us a month of free caller ID).Thank you!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Our investigation determined *** *** *** initial order was stuck in our system in error which caused us to miss the customer's first due date. When our service order was error free and a technician was dispatched, the technician arrived at the customer's location and advised her he could
not move the service upstairs and the service order was cancelled. In the meantime the customer had expressed an interest in porting out her service within the day opt out period but no order was offered to move her to a month to month plan. *** *** should have been informed of her options to move to a month to month agreement on August *, when she expressed interest in porting to wireless. Our billing representative placed an order to make the account month to month and will follow up the account after the telephone number is ported
Good afternoon, I had a Verizon Representative contact the claimant and we have issued credit to the account for charges that were in errorAdditionally, she has placed an order to get the bundle price to match what they signed up forThe Representative will follow up with the claimant to ensure
the pricing is correct
We issued credit for the disputed international calls as well as the monthly fee for the calling planWe spoke with the customer to review the credits issued and apologized for the problems
Verizon ***'s attempts to speak with the customer to address the complaint have been unsuccessful. Verizon *** will send a Please Contact Letter to the consumer with hopes of contact to address the complaint. Verizon *** will gladly assist the consumer with any
outstanding issues upon contact
*** *** *** Thank you for referring the complaint of *** *** to our office for review. We appreciate this matter being brought to our attention Our investigation concludes; records show *** *** subscribed to the FiOS Digital Voice (FDV)Triple Play Select HD with
75/Data for $114.99. The bundle rate does not include rental equipment, premium channels and applicable taxes and surcharges. Verizon representative has attempted to reach *** ***, however has been unsuccessfulWe will follow up with the customer in order to reach an amicable resolutionVerizon apologies for the inconvenience this has caused and trust that this information will assist you in closing this complaint Sincerely, John TVerizon SW Executive Relations ###-###-#### EXT ***
I spoke to the customer on December **, I apologized for the experience. I advised that the credits totaling $have been issued for the Business Digital Voice account, *** which has zeroed out the accountI also advised that the account has been removed from
collectionsThe customer was satisfied
Please be advised, Verizon installed services for the consumer on 5/**/We apologize for the delays in installation however due to the work stoppage Verizon was unable to keep the original commitment providedVerizon has agreed to follow up on the consumers account to adjust one month’s
service, once billing has generated
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]
When I first called regarding the complimentary HBO offered to me, I was told that it would take 8-business days to get back to meIt’s surprising how in just a matter of ten minutes, the representative was able to review the initial voice recordings from JulyI have been an honest consumer for years and I expect that Verizon would handle this matter with the upmost professionalism and honestyI want Verizon to go back into their voice recordings to honor what was saidThey offer one thing on the phone and in their system appears something different.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, *** *** expressed concern about her Verizon double play billing of phone and internet*** *** Verizon double play which consisted of phone and internet was
split into two bills*** *** was also charged for a modem at $and an eleven day change in service charge amounting to $Verizon apologized for the inconvenience and immediately applied a credit for the $and $charge, which after taxes amounted to $Verizon also entered an I.Tticket to fix her split billing issueVerizon confirmed the adjustments were applied and also advised that the I.Tticket has been completedI have also advised that the billing for this month should only be in the amount of $Furthermore, *** *** has my personal work number should she have any additional questions or concerns
A Verizon technical support representative spoke with the customer on 11/*/and verified that the services had been connectedA Verizon billing representative spoke with the customer on 11/*/17, after the 11/*/bill was renderedThe representative agreed to adjust the bill in full, $
The representative also agreed to waive the monthly cost of HBO for monthsThe customer advised that all issues had been resolved
Please be advised that subsequent to receipt of the complaint, a Verizon billing consultant has been unsuccessful in speaking to the customer on the can-be-reach number of ###-###-#### provided in his complaint to the Revdex.com. Records reflect that the consultant left a voicemail
message on each occasion asking for a callback. The above information notwithstanding, please be advised that the customer is referencing an ad that is part of Verizon's mass marketing. The price states "online price" because there typically is a $online discount if the customer orders NEW SERVICES online. Because *** *** is not a new customer, he is not eligible to receive the rate as is stated in the flyer. Please also note when you go online at verizon.com, one can see the offer referenced by *** ***. When one selects the link that reads, "offer and pricing details," there will be a notation, in part, as follows: "FIOS Triple Play - year agreement. Limited time online offer for new FIOS TV and Internet residential customer subscribing to a Customer TV, Fios Gigabit Connection (Up to 940/Mbps) internet and Fios Digital Voice bundle" I was advised by the attending Verizon consultant that her last message ostensibly advised *** *** that she was calling about the disputed advertisement he received and that she had been unsuccessful in her efforts to speak to him. She also provided a callback number of ###-###-#### should he wish to discuss the matter further
Verizon has made attempts to reach the customer to discuss her billingThe customer was provided a contact numberThe company has found no error in billing and if the customer would like to make a change to her plan she can contact us
The previous response remains unchanged. That is Verizon's final disposition
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: the business is furnishing a lie and not provide the accurate information in their respond and that not eliminate the fact that I did not have a proper phone line service for the last yeartheir customer service is rude and even the manager who responded to my complain was rude and try to put the fault on my side without try to solve the problem or offer a fair resolutionI still request the business to be responsibleThe issue does not have any thing to do with my house smart jack box but more with a company can not provide the right service or even being responsible and correct what they doing wrong.
Sincerely,
*** ***
The customer spoke with a Verizon Manager on June **, The customer's services had been restored but he was not satisfied with the length of time it took to repair and restore servicesThe customer was also not satisfied with only being issued credit for the five days he was without service
The manager offered a one month credit on the account as a goodwill gesture. The customer advised would think about the offerOn June **, 201, the customer called and accepted the one month credit offer. A credit of $was issue on the accountThe customer was satisfied
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 received a call on 7/** which I pronptly returnedI never received a call back.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advised Verizon has issued a manual credit of $for the last bill and added a $a month discount to be applied until August 2017. This will make the rate the initial amount quoted for the second year of the term We trust this provides your office with the
information required in this matter Thank you, MsM*** SrAnalyst Verizon Executive Relations
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Information Technology departmentAccording to our records, Information Technology communicated with *** on December **, and verified her ability to log in to her Verizon account properly. *** ***'s
issues were cared for prior to the receipt of this complaintFurthermore, I have left my personal work number should *** have any additional questions or concerns
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The last technician that came said the wires need to be replaced in the other hub house next to usWe have one of the hubs on our house and they keep repairing it, but its never a permanent solutionIs it possible to get a real solution? The repair was great, but again (as its been with the last years), it only proves temporaryI understand that we aren't paying for service that we aren't able to use, but is that really an "I'm sorry?" "I'm sorry, you missed your appt call?" "I'm sorry you missed your call from your sister in Jamaica's call for months?." I do not think that that is enough for compensate for all the problems that Verizon has caused us for this long length of timePlease come up with a better solution to the problem and fix the old, outdated wires/box (as stated by the technician)(*** after all this, the least they can do is offer us a month of free caller ID).Thank you!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Our investigation determined *** *** *** initial order was stuck in our system in error which caused us to miss the customer's first due date. When our service order was error free and a technician was dispatched, the technician arrived at the customer's location and advised her he could
not move the service upstairs and the service order was cancelled. In the meantime the customer had expressed an interest in porting out her service within the day opt out period but no order was offered to move her to a month to month plan. *** *** should have been informed of her options to move to a month to month agreement on August *, when she expressed interest in porting to wireless. Our billing representative placed an order to make the account month to month and will follow up the account after the telephone number is ported
The modem was shipped on 02/**/by *** Ground. The tracking number was provided to the customer
Good afternoon, I had a Verizon Representative contact the claimant and we have issued credit to the account for charges that were in errorAdditionally, she has placed an order to get the bundle price to match what they signed up forThe Representative will follow up with the claimant to ensure
the pricing is correct
We issued credit for the disputed international calls as well as the monthly fee for the calling planWe spoke with the customer to review the credits issued and apologized for the problems
Verizon ***'s attempts to speak with the customer to address the complaint have been unsuccessful. Verizon *** will send a Please Contact Letter to the consumer with hopes of contact to address the complaint. Verizon *** will gladly assist the consumer with any
outstanding issues upon contact
*** *** *** Thank you for referring the complaint of *** *** to our office for review. We appreciate this matter being brought to our attention Our investigation concludes; records show *** *** subscribed to the FiOS Digital Voice (FDV)Triple Play Select HD with
75/Data for $114.99. The bundle rate does not include rental equipment, premium channels and applicable taxes and surcharges. Verizon representative has attempted to reach *** ***, however has been unsuccessfulWe will follow up with the customer in order to reach an amicable resolutionVerizon apologies for the inconvenience this has caused and trust that this information will assist you in closing this complaint Sincerely, John TVerizon SW Executive Relations ###-###-#### EXT ***
I spoke to the customer on December **, I apologized for the experience. I advised that the credits totaling $have been issued for the Business Digital Voice account, *** which has zeroed out the accountI also advised that the account has been removed from
collectionsThe customer was satisfied
Please be advised, Verizon installed services for the consumer on 5/**/We apologize for the delays in installation however due to the work stoppage Verizon was unable to keep the original commitment providedVerizon has agreed to follow up on the consumers account to adjust one month’s
service, once billing has generated
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]
When I first called regarding the complimentary HBO offered to me, I was told that it would take 8-business days to get back to meIt’s surprising how in just a matter of ten minutes, the representative was able to review the initial voice recordings from JulyI have been an honest consumer for years and I expect that Verizon would handle this matter with the upmost professionalism and honestyI want Verizon to go back into their voice recordings to honor what was saidThey offer one thing on the phone and in their system appears something different.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, *** *** expressed concern about her Verizon double play billing of phone and internet*** *** Verizon double play which consisted of phone and internet was
split into two bills*** *** was also charged for a modem at $and an eleven day change in service charge amounting to $Verizon apologized for the inconvenience and immediately applied a credit for the $and $charge, which after taxes amounted to $Verizon also entered an I.Tticket to fix her split billing issueVerizon confirmed the adjustments were applied and also advised that the I.Tticket has been completedI have also advised that the billing for this month should only be in the amount of $Furthermore, *** *** has my personal work number should she have any additional questions or concerns
A Verizon technical support representative spoke with the customer on 11/*/and verified that the services had been connectedA Verizon billing representative spoke with the customer on 11/*/17, after the 11/*/bill was renderedThe representative agreed to adjust the bill in full, $
The representative also agreed to waive the monthly cost of HBO for monthsThe customer advised that all issues had been resolved