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
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
*** ** *** *** 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
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,
*** ***
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,
*** ***
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,
*** ***
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:
[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,
*** ***
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
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
Records indicate MsJones made contact with *** *** on December **, who arranged contact with a billing representative to address his billing concerns. Upon review, the representative informed *** *** the rate of $resulted from a systems error which retained the expiring discount. The representative informed *** *** that Verizon would honor the rate of $from September through February 2016; however, the remaining contract will be $less a $recurring credit through the end of the contract ($74.99)Additionally, the representative informed *** *** of the data speed 25/and confirmed credit of $was applied on September **, for the shipping and handling fee. Per MrPohren's request, the representative sent an email outlining the credits issued to correct the October, November and December invoices; total credit issue to right-size the billing was $125.00. *** *** had no further 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,
*** ***
According to records *** *** renewed her Verizon contract in December Prior to renewing the contract *** *** was receiving a $discount on the prior contract which expired in January When she renewed the contract that $discount remained on the account with the
January expiration dateA Verizon representative spoke with *** *** on 10/**/The representative apologized to *** *** for any frustration caused by the billing issueThe representative informed *** *** that he will make sure the $discount continues until the end of his contract 01/**/19. The representative explained to that in order to make this change he needs to cancel his pending port out order with the other provider*** *** accepted the offer and said he will get the port out order canceled and call back
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
On 6/*/15, the company spoke with the customer regarding her billCredits have been applied and the customer was advised her bill should be about $The customer was satisfied
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
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
Sincerely,
*** ***
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
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
*** ** *** *** 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
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,
*** ***
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,
*** ***
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,
*** ***
The previous response remains unchanged. That is Verizon's final disposition
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:
[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,
*** ***
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
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
Records indicate MsJones made contact with *** *** on December **, who arranged contact with a billing representative to address his billing concerns. Upon review, the representative informed *** *** the rate of $resulted from a systems error which retained the expiring discount. The representative informed *** *** that Verizon would honor the rate of $from September through February 2016; however, the remaining contract will be $less a $recurring credit through the end of the contract ($74.99)Additionally, the representative informed *** *** of the data speed 25/and confirmed credit of $was applied on September **, for the shipping and handling fee. Per MrPohren's request, the representative sent an email outlining the credits issued to correct the October, November and December invoices; total credit issue to right-size the billing was $125.00. *** *** had no further 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,
*** ***
According to records *** *** renewed her Verizon contract in December Prior to renewing the contract *** *** was receiving a $discount on the prior contract which expired in January When she renewed the contract that $discount remained on the account with the
January expiration dateA Verizon representative spoke with *** *** on 10/**/The representative apologized to *** *** for any frustration caused by the billing issueThe representative informed *** *** that he will make sure the $discount continues until the end of his contract 01/**/19. The representative explained to that in order to make this change he needs to cancel his pending port out order with the other provider*** *** accepted the offer and said he will get the port out order canceled and call back
The modem was shipped on 02/**/by *** Ground. The tracking number was provided to the customer
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
On 6/*/15, the company spoke with the customer regarding her billCredits have been applied and the customer was advised her bill should be about $The customer was satisfied
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
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
Sincerely,
*** ***