We have attempted to contact the customer via phone and internet and have been unsuccessful in reaching herWe need to speak with the customer to discuss her concerns further and obtain additional informationWe have sent a call me email and will follwith the customer if she contacts us
Verizon records show that the customer contacted Verizon repair on 10/*/with an out of service reportThe customer was advised of an area outageRecords show that a Verizon fiber optic cable was taken down and damaged by a truckRecords show that repairs to the damaged cable were completed on
10/*/A Verizon representative spoke with the customer on 10/**/who confirmed the service was working as of Sunday morning 10/*/
Please be advised Verizon reviewed the initial call with *** *** and spoke to him to review the matter further. *** *** also expressed concern that the original representative did not remove the upgrade fee from his order as he had stated he would. We explained that per the
conversation the fee would be taken care of** *** then stated that he was promised that his monthly bill would only be $We explained that we observed the original call and the rate quoted was $and his email confirmation provided this information as well. *** *** next concern was regarding the upgrade of the equipment. He advised that he did not request the upgradeHowever we reminded him that during the call he expressed concern that his equipment was not working correctly therefore the representative offered him a upgrade to get our more up to date equipment which will optimize his FIOS experienceWe have identified the representatives *** *** spoke to after the initial call as well and feedback was sent to address the poor customer service he received from the representative and lack of follow up from the supervisor as he requested. Finally, we have changed the email address on file to now go to *** ***’s email so that all future notification are sent to his email. We trust this provides your office with the information required in this matterThank you, MsM*** SrAnalyst Verizon Executive Relations
Upon receipt of the complaint, a message was left on the customer's voice messaging device on November **, with our contact informationThe issue was referred to the appropriate department to review and investigateThe customer has Fios Triple Play bundle On September **, at the
customer's request, an order was issued putting the customer's service on vacation suspendDue to a systems error, only the Fios Internet and Fios TV services were suspended. On November **, the account was credited for the November charges and the representative submitted an order suspending the voice services. The customer's December bill should reflect the credits and the customer has our contact information if there are any questions
Records indicate a billing representative made contact with the customer to address the rebuttal. Upon further review, the representative confirmed the amount of $payable by credit card through Verizon's Bill Matrix system with confirmation number ***. The customer was informed the entry will be removed from credit reporting and to allow days for all bureaus to receive the updated information
On March *, 2017, our technician dispatched to the business location as the customer reported no dial tone. After troubleshooting and fact finding, it was determined the trouble located to the customer's equipment. As there was no trouble found at the Network Interface Device, the customer is responsible for the technician repair visit as well as checking to see if there are any issues with their equipment. The customer has an option to subscribe to our Inside Wire Maintenance Plan at a monthly charge to prevent these charges in the future.To clarify the initial response, the technician found the customer's service "correct" at the Network Interface Device, not corrected. Please accept my apology for the typo
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 for the reasons set forth within the bracketed text inline belowI will not accept a response until I have written confirmation from Verizon of an order that is successfully placed that retains my current telephone voice services and pricing.Sincerely,*** *** *** *** *** *** *** *** *** ** *** *** ** *** *** ** ** *** ** *** *** ** *** *** *** ** ** *** *** *** *** ** ** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** *** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attention Our investigations are showing where customer had placed an order on July *, for a Triple Play Bundle in the amount of $
with a yr contractThis includes Phone, TV & InternetMay 2015, *** *** called Verizon to have TV & Internet disconnected; which generated an early termination feeJuly **, Verizon spoke with *** acknowledging her concernsWhen speaking with *** ***, her only concerns were regarding unreturned equipment charges applied to her billing statement in the amount of $799.00; which has been creditedAs a courtesy, we issued a credit for the early termination fee in the amount of $We apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseRespectfully, Kevin 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:
I've been told for 6-weeks that the IT department is researchingI still have no access and can not get a copy of the bill they say I owe
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The case was acknowledge on February **, 2017. According to our records, the customer renewed his service on January **, with a new two year contract. The contract included $in internet discounts of which $would expire on February *, and $would expire on February *, and $would not expireThat renewal also included an additional discount of $a month for months for a total savings of $which expired on January ** 2018. The discounts and when they expired printed on the customer's bill each month. Currently, the customer has $in discounts on his bill of which $will expire on February *, and $will not expireThe customer was offered the only available discount of $x months and he declined the offer. The customer has exhausted all other retain offers available to his account. Verizon offered these discount to the customer because he entered into a two year contract and the early termination fee will not be waivedThe early termination fee as of today is for $and is a valid feeThe customer’s contract will expire on January **, The customer stated that he will pay the early termination fee if Verizon allows him five days to cancel so he can go to another provider. The customer’s account needs to be live for him to transfer his service. He can place an order with the clec to move his service and the Specialist will follwith him to disconnect his internet and television service once he is installed. The phone will automatically disconnect once the service is installedThe customer will be responsible for the early termination fee at that time. Verizon's position remains the same the early termination fee is valid and will not be waived
A Verizon billing representative spoke to *** *** today, July **, 2016. *** *** was looking for ways to lower her bill. The customer was advised that as of now, she has the highest loyalty discount until July. The representative offered to continue that credit for one
more month until August. She was also out of service for two days and therefore the bill was adjusted by $8.95. *** *** was satisfied
On */**/*6, Verizon dispatched a technician and restored the serviceThe trouble report was received on */**/*and closed on */**/*The customer was given one day out of service credit in the amount of $The customer's new balance with this credit applied is $*and this amount is due
February *, 20*Verizon apologizes for any inconvenience experienced by the customer as a result of this 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:
[Your Answer Here]
Original complaint remains. No where on the mailing does it state you have to upgrade your phone to upgrade your internet
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
Sincerely,
*** ***
Thanks to the Revdex.com for the attention to this caseLloyd
Please be advised that Verizon stands by original statement as this account has been sold and we no longer have access nor are we able to discuss further
We have not been able to reach the customer to discuss his concerns. A letter has been mailed with the representative's contact information and the following response to his concerns. Our records show that the customer's account is no longer suspended and their
current balance is $for months July and AugustPrior to the suspension, the customer had a FLEP promotion that expired 07/**/This increased their bill by $per monthTheir current bundle which is the same as before is $for FDV, TV Preferred HD and 75/75, TVs $41.99, Premium Entertainment pack (FLEP) $40.00, router $plus tax $The only increase in their bill is the premium channelsThe customer would need to re-establish their Verizon Connections discount
A representative spoke with the customer on 2/**/17. A new account was established for the toll number and will now bill the customer directly. The 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:
[Your Answer Here]
The response itself would be fine but I never received the refund that I was told I'd receive.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We have attempted to contact the customer via phone and internet and have been unsuccessful in reaching herWe need to speak with the customer to discuss her concerns further and obtain additional informationWe have sent a call me email and will follwith the customer if she contacts us
Verizon records show that the customer contacted Verizon repair on 10/*/with an out of service reportThe customer was advised of an area outageRecords show that a Verizon fiber optic cable was taken down and damaged by a truckRecords show that repairs to the damaged cable were completed on
10/*/A Verizon representative spoke with the customer on 10/**/who confirmed the service was working as of Sunday morning 10/*/
Please be advised Verizon reviewed the initial call with *** *** and spoke to him to review the matter further. *** *** also expressed concern that the original representative did not remove the upgrade fee from his order as he had stated he would. We explained that per the
conversation the fee would be taken care of** *** then stated that he was promised that his monthly bill would only be $We explained that we observed the original call and the rate quoted was $and his email confirmation provided this information as well. *** *** next concern was regarding the upgrade of the equipment. He advised that he did not request the upgradeHowever we reminded him that during the call he expressed concern that his equipment was not working correctly therefore the representative offered him a upgrade to get our more up to date equipment which will optimize his FIOS experienceWe have identified the representatives *** *** spoke to after the initial call as well and feedback was sent to address the poor customer service he received from the representative and lack of follow up from the supervisor as he requested. Finally, we have changed the email address on file to now go to *** ***’s email so that all future notification are sent to his email. We trust this provides your office with the information required in this matterThank you, MsM*** SrAnalyst Verizon Executive Relations
Upon receipt of the complaint, a message was left on the customer's voice messaging device on November **, with our contact informationThe issue was referred to the appropriate department to review and investigateThe customer has Fios Triple Play bundle On September **, at the
customer's request, an order was issued putting the customer's service on vacation suspendDue to a systems error, only the Fios Internet and Fios TV services were suspended. On November **, the account was credited for the November charges and the representative submitted an order suspending the voice services. The customer's December bill should reflect the credits and the customer has our contact information if there are any questions
Records indicate a billing representative made contact with the customer to address the rebuttal. Upon further review, the representative confirmed the amount of $payable by credit card through Verizon's Bill Matrix system with confirmation number ***. The customer was informed the entry will be removed from credit reporting and to allow days for all bureaus to receive the updated information
On March *, 2017, our technician dispatched to the business location as the customer reported no dial tone. After troubleshooting and fact finding, it was determined the trouble located to the customer's equipment. As there was no trouble found at the Network Interface Device, the customer is responsible for the technician repair visit as well as checking to see if there are any issues with their equipment. The customer has an option to subscribe to our Inside Wire Maintenance Plan at a monthly charge to prevent these charges in the future.To clarify the initial response, the technician found the customer's service "correct" at the Network Interface Device, not corrected. Please accept my apology for the typo
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 for the reasons set forth within the bracketed text inline belowI will not accept a response until I have written confirmation from Verizon of an order that is successfully placed that retains my current telephone voice services and pricing.Sincerely,*** *** *** *** *** *** *** *** *** ** *** *** ** *** *** ** ** *** ** *** *** ** *** *** *** ** ** *** *** *** *** ** ** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** *** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attention Our investigations are showing where customer had placed an order on July *, for a Triple Play Bundle in the amount of $
with a yr contractThis includes Phone, TV & InternetMay 2015, *** *** called Verizon to have TV & Internet disconnected; which generated an early termination feeJuly **, Verizon spoke with *** acknowledging her concernsWhen speaking with *** ***, her only concerns were regarding unreturned equipment charges applied to her billing statement in the amount of $799.00; which has been creditedAs a courtesy, we issued a credit for the early termination fee in the amount of $We apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseRespectfully, Kevin 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:
I've been told for 6-weeks that the IT department is researchingI still have no access and can not get a copy of the bill they say I owe
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The case was acknowledge on February **, 2017. According to our records, the customer renewed his service on January **, with a new two year contract. The contract included $in internet discounts of which $would expire on February *, and $would expire on February *, and $would not expireThat renewal also included an additional discount of $a month for months for a total savings of $which expired on January ** 2018. The discounts and when they expired printed on the customer's bill each month. Currently, the customer has $in discounts on his bill of which $will expire on February *, and $will not expireThe customer was offered the only available discount of $x months and he declined the offer. The customer has exhausted all other retain offers available to his account. Verizon offered these discount to the customer because he entered into a two year contract and the early termination fee will not be waivedThe early termination fee as of today is for $and is a valid feeThe customer’s contract will expire on January **, The customer stated that he will pay the early termination fee if Verizon allows him five days to cancel so he can go to another provider. The customer’s account needs to be live for him to transfer his service. He can place an order with the clec to move his service and the Specialist will follwith him to disconnect his internet and television service once he is installed. The phone will automatically disconnect once the service is installedThe customer will be responsible for the early termination fee at that time. Verizon's position remains the same the early termination fee is valid and will not be waived
A Verizon billing representative spoke to *** *** today, July **, 2016. *** *** was looking for ways to lower her bill. The customer was advised that as of now, she has the highest loyalty discount until July. The representative offered to continue that credit for one
more month until August. She was also out of service for two days and therefore the bill was adjusted by $8.95. *** *** was satisfied
On */**/*6, Verizon dispatched a technician and restored the serviceThe trouble report was received on */**/*and closed on */**/*The customer was given one day out of service credit in the amount of $The customer's new balance with this credit applied is $*and this amount is due
February *, 20*Verizon apologizes for any inconvenience experienced by the customer as a result of this matter
Please be advised Verizon has tried to make contact with *** *** several times with no successVerizon installed *** *** services on May **,
On 4/**/19, a refund of the customer's credit balance was issuedThe customer should receive the refund check in 5-business days
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]
Original complaint remains. No where on the mailing does it state you have to upgrade your phone to upgrade your internet
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
Sincerely,
*** ***
Thanks to the Revdex.com for the attention to this caseLloyd
Please be advised that Verizon stands by original statement as this account has been sold and we no longer have access nor are we able to discuss further
We have not been able to reach the customer to discuss his concerns. A letter has been mailed with the representative's contact information and the following response to his concerns. Our records show that the customer's account is no longer suspended and their
current balance is $for months July and AugustPrior to the suspension, the customer had a FLEP promotion that expired 07/**/This increased their bill by $per monthTheir current bundle which is the same as before is $for FDV, TV Preferred HD and 75/75, TVs $41.99, Premium Entertainment pack (FLEP) $40.00, router $plus tax $The only increase in their bill is the premium channelsThe customer would need to re-establish their Verizon Connections discount
A representative spoke with the customer on 2/**/17. A new account was established for the toll number and will now bill the customer directly. The 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:
[Your Answer Here]
The response itself would be fine but I never received the refund that I was told I'd receive.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***