Verizon has been unsuccessful in attempts made to reach *** *** on 8/*/15, 8/**/15, 8/**/15, 8/**/15, and 8/**/with messages left requesting the customer return the call to provide the DTV account number so an order can be placed to combine the billing. A please call letter was sent
on 8/**/15. Verizon will address the issue when the customer responds with the DTV account number.Joyce D***Verizon Executive Relations SrAnalyst
According to record, Verizon dispatched a technician on June **, who reactivated the set top box to correct the service issue. Additionally, the consumer received a one-time courtesy credit of $50.00, which will appear on the June **, bill statement
Please be advised, Verizon records reflect we spoke with him on 8/**/regarding the accountUpon receipt of the rebuttal complaint, Verizon has spoken with the consumer again and advised that the equipment retrieval request has been canceled and he will not be billed for the router providedVerizon has also advised that a refund check was issued on 9/**/for $There is currently a zero balance owing on the accountFinal billing on the account has not yet generatedVerizon has advised that a follow up will be done once it has generated
We did call the customer. According to our records, "Bernard requested a supervisor because as he says "Verizon directed him to block the optimizer with his security program" when it said it was an unknown publisherHe is using *** and says he cannot see or find a blocked list
His mac is getting speeds of 83/We advised the buffer size is not dictated by Verizon, but by the individual machinesHe started about how he hates us because we own the politicians and won't try to retain him when he says he is going to *** *** because they don't deliver what they promiseHe advised he would have to contact *** to figure out how to unblock our optimizerWe told him we are not trained on *** and that they would be better suited to serve himHe said he was filing a complaint with the Revdex.comWe apologized and his reponse was "yeah, well"..then there was dialtone". On this case, the customer basically reiterated that he does not trust Verizon and thinks we "sped up" his service after we got off the phone with him because we were scared. His service is working fine. His complaint is with Verizon wireline as a corporation and not apologizing and owning up to their nefarious practices. This is not a technical issue. 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:
[Your Answer Here]
I give upthey are bunch of liarsi can't win.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advised that the issues afflicting thecustomer’s telephone service have not been resolved at this time. Verizon’s Network Operations Center has beenworking on this issue for several weeks and continues to exhaust its measureswith the goal of correcting the problem. I have
spoken to *** *** andadvised her of this information. I haveapologized to her for this extended period of compromised service and thankedher for her patience during this time. I have issued pro-rated oservice credits for telephone service of$equal to days of service. *** is aware that I was required to respond to the Revdex.comcomplaint and knows the essence of this response. Please also be apprised and as I informed ***, that I am opening a follto this complaint so as to monitor it toresolution and to issue any further credits. Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[I have spoken to them only because you the Revdex.com got In touch with them they owe me money which I never received yetThey had me hanging on for close to five months even though I had written documentation not once did they ask for the proof I had that I returned their equipmentThey Verizon treated me like a little child anytime I called they would switch me around to other deptsand tell me because you left us we do not have your info It Is not In our systemAnd like I said I never got the money they owe mePlease leave the case openThank you.*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon contacted the customer and agreed that the $91.00repair charge should be creditedUpon further investigation, it was confirmedthat the credit had already been issued on the amount of $The chargewas on the 4/*/bill and the credit posted on the 5/*/billIt showson the bill
as internet credit
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,
*** **
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:
This is NOT in regard to MY complaintI filed against Verizon on 6/**/This letter is dated 6/*/15.....WAY before my complaint was even filedMy Revdex.com case # is ***Wrong customer, sorry?
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:
Various issues contacting each otherFINALLY, reached Verizon office and rep there asked me to explain the entire case againThus, diving directly back into the circle of issues from the original complaintI've requested (again) a refund for purchases madeRep is now investigating (again).
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
A Specialist was able to speak with the customer on January **, regarding his billing. The customer stated he was promised a discount of $on November **, 2017. According to our records, the customer placed an order on November **, for a Double Play (Extreme HD and 50/
internet) for $94.99. The order also included an HD Set-top box, a HD multi-room DVR, and HBO. There was a $Verizon Connections discount and a $Valued Customer discount for twelve months. The Estimated monthly total with surcharges and taxes was $141.24.The Specialist agreed to a good will adjustment to retain the customer of $for monthsThe credit will expire on November **, 2018. The customer's bill closes on the *** of each month and the recurring adjustment will post to the customer's account on the 3rd of each month. The customer stated that his issue was now resolved
I called and spoke with *** ***, acknowledged the complaint and verified he spoke with a representative earlier today who agreed to waive the Early Termination Fee (ETF) as a courtesy. I explained that while the charge was valid because he was receiving a discounted rate for service based
on the contract commitment the $ETF has been waived. *** *** verified that he was in need of no further assistance.Joyce D***Verizon Executive Relations SrAnalyst
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The written response from the business to the Revdex.com does not match the resolution promised by the "Executive Relations" representative on phone call on 12-**-at 14:(*** ***). Rep committed to crediting the account that I requested in the original complaint ($91.80). The account credit was only $62.46. Also not true: the business' response to the Revdex.com says that "The customer was satisfied with the resolution" (including a $credit amount). I did not express satisfaction with this credit amount (we did not discuss that amount). Further, I discussed with the rep that I should not have to act as a watchdog to ensure that Verizon reps do what they commit to on the phone with customers. He agreed, yet I am again reporting on broken promises by Verizon. The recordings of the call on 12-**-will clearly indicate my statements here as correct. I would like a copy of said recording.
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 just received this message that my complaint has been closed since I did not respond in time. For some reason I did not see message that was sent to me on May ** 2017. I am definitely do not accept their response.Verizon's response is a LIE. They said that they repaired my "Network Interface Device". The repair technician DID NO WORK inside my officeWhatever they did was in the basement of our commercial building where the terminal boxes for Verizon, Time Warner and other communication companies are located. I have always been told that the wire maintenance contract would be for wires inside my office; we are not responsible for the terminal boxes Every day Verizon and other technicians visit the terminal boxes to do their repairs and installations. How am I responsible for what they are doing down in the basement?Verizon is lying. Verizon is milking their customers by making such fraudulent claims! Right now one of my phone lines (as well as many other tenants' lines) has been out for weeks (same phone line). Verizon technicians came several times and said that it is due to cable failure outside of the building. I am waiting for Verizon to send me a repair bill for that too *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.I am not at all satisfied with the way in which I was treated in regards to the e-mail issue. However, as the primary reason for the complaint was the billing issue, I am closing this complaint with the understanding that I will receive the credits promised
Sincerely,
*** ***
*** *** lives in the service area of Verizon's New Brunswick wire centerVerizon is currently upgrading its facilities in that area to fiber-optic facilities and retiring its copper facilitiesBecause service will no longer be provided over the existing copper facilities after this upgrade is
complete, customers who want to retain their Verizon service will have to migrate to fiberThis migration will be performed by Verizon at no cost to *** ***, and he will be able to retain his current voice services at the current ratesDevices such as fax, security alarms connected to a central station, or medical monitoring equipment will continue to work in the same way as they did over copperVerizon's decision to provide service over fiber is the right one for our customers, because of the greater resilience and efficiency of fiber, and because fiber affords customers the opportunity - but not the obligation - to access a range of optional services, including next-generation broadband services, that will better meet their communications needs now and in the future*** *** was mailed notifications of the planned fiber upgrade and several attempts were made by telephone to discuss the upgrade.Records indicate that on 5/**/17, the customer's service was suspendedHowever, the customer contacted the company and services were restoredAn order was placed with a due date of 7/*/to migrate services to fiber voice with data service
A review of the account found the customer had *** fromtheir old location that continued to bill although the customer had convertedto FiOS Data in April 2011. The customerwas billed on from April thru April a total of $on billingaccount number (***).
Thecustomer was previously given credit for $and our billing representativeissued additional credits of $for the balance of the $1151.51. The other billing account number (***)was billed from April thru April for a total of $3723.51. This account was previously given credit for$and we have now issued additional credits of $for the balanceof the $3723.51. The total credit issuedfor the two accounts was $4261.14. Theprevious credit for both accounts was $The grand total of all creditsissued for both accounts was $4875.02. On May **, 2015, our billing representative spoke with *** *** andconfirmed that we have issued credits back to April for the ***accounts. The customer would like thecredit balance returned in a check form
In response to the rebuttal, unfortunately, nothing has changed in this matter.It is at the discretion of the Networks if there is a fee for their VOD programming and the display will clearly list the options to the customer when accessed.As a courtesy, we did credit the previous charges billed to the customerAlthough we apologize for the inconvenience that this matter has caused, we cannot advise that this is a policy that can be changed, nor that credit can continue to be issued
Several attempts were made to reach the customer without success and a call me letter was mailed. The telephone number provided does not have voicemail and is not associated with the business digital voice service mentioned in the complaint. We need more information in order to move
forward with an investigation of the customer's concerns
Verizon has been unsuccessful in attempts made to reach *** *** on 8/*/15, 8/**/15, 8/**/15, 8/**/15, and 8/**/with messages left requesting the customer return the call to provide the DTV account number so an order can be placed to combine the billing. A please call letter was sent
on 8/**/15. Verizon will address the issue when the customer responds with the DTV account number.Joyce D***Verizon Executive Relations SrAnalyst
According to record, Verizon dispatched a technician on June **, who reactivated the set top box to correct the service issue. Additionally, the consumer received a one-time courtesy credit of $50.00, which will appear on the June **, bill statement
Please be advised, Verizon records reflect we spoke with him on 8/**/regarding the accountUpon receipt of the rebuttal complaint, Verizon has spoken with the consumer again and advised that the equipment retrieval request has been canceled and he will not be billed for the router providedVerizon has also advised that a refund check was issued on 9/**/for $There is currently a zero balance owing on the accountFinal billing on the account has not yet generatedVerizon has advised that a follow up will be done once it has generated
We did call the customer. According to our records, "Bernard requested a supervisor because as he says "Verizon directed him to block the optimizer with his security program" when it said it was an unknown publisherHe is using *** and says he cannot see or find a blocked list
His mac is getting speeds of 83/We advised the buffer size is not dictated by Verizon, but by the individual machinesHe started about how he hates us because we own the politicians and won't try to retain him when he says he is going to *** *** because they don't deliver what they promiseHe advised he would have to contact *** to figure out how to unblock our optimizerWe told him we are not trained on *** and that they would be better suited to serve himHe said he was filing a complaint with the Revdex.comWe apologized and his reponse was "yeah, well"..then there was dialtone". On this case, the customer basically reiterated that he does not trust Verizon and thinks we "sped up" his service after we got off the phone with him because we were scared. His service is working fine. His complaint is with Verizon wireline as a corporation and not apologizing and owning up to their nefarious practices. This is not a technical issue. 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:
[Your Answer Here]
I give upthey are bunch of liarsi can't win.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advised that the issues afflicting thecustomer’s telephone service have not been resolved at this time. Verizon’s Network Operations Center has beenworking on this issue for several weeks and continues to exhaust its measureswith the goal of correcting the problem. I have
spoken to *** *** andadvised her of this information. I haveapologized to her for this extended period of compromised service and thankedher for her patience during this time. I have issued pro-rated oservice credits for telephone service of$equal to days of service. *** is aware that I was required to respond to the Revdex.comcomplaint and knows the essence of this response. Please also be apprised and as I informed ***, that I am opening a follto this complaint so as to monitor it toresolution and to issue any further credits. Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[I have spoken to them only because you the Revdex.com got In touch with them they owe me money which I never received yetThey had me hanging on for close to five months even though I had written documentation not once did they ask for the proof I had that I returned their equipmentThey Verizon treated me like a little child anytime I called they would switch me around to other deptsand tell me because you left us we do not have your info It Is not In our systemAnd like I said I never got the money they owe mePlease leave the case openThank you.*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon contacted the customer and agreed that the $91.00repair charge should be creditedUpon further investigation, it was confirmedthat the credit had already been issued on the amount of $The chargewas on the 4/*/bill and the credit posted on the 5/*/billIt showson the bill
as internet credit
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,
*** **
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:
This is NOT in regard to MY complaintI filed against Verizon on 6/**/This letter is dated 6/*/15.....WAY before my complaint was even filedMy Revdex.com case # is ***Wrong customer, sorry?
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:
Various issues contacting each otherFINALLY, reached Verizon office and rep there asked me to explain the entire case againThus, diving directly back into the circle of issues from the original complaintI've requested (again) a refund for purchases madeRep is now investigating (again).
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
A Specialist was able to speak with the customer on January **, regarding his billing. The customer stated he was promised a discount of $on November **, 2017. According to our records, the customer placed an order on November **, for a Double Play (Extreme HD and 50/
internet) for $94.99. The order also included an HD Set-top box, a HD multi-room DVR, and HBO. There was a $Verizon Connections discount and a $Valued Customer discount for twelve months. The Estimated monthly total with surcharges and taxes was $141.24.The Specialist agreed to a good will adjustment to retain the customer of $for monthsThe credit will expire on November **, 2018. The customer's bill closes on the *** of each month and the recurring adjustment will post to the customer's account on the 3rd of each month. The customer stated that his issue was now resolved
I called and spoke with *** ***, acknowledged the complaint and verified he spoke with a representative earlier today who agreed to waive the Early Termination Fee (ETF) as a courtesy. I explained that while the charge was valid because he was receiving a discounted rate for service based
on the contract commitment the $ETF has been waived. *** *** verified that he was in need of no further assistance.Joyce D***Verizon Executive Relations SrAnalyst
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The written response from the business to the Revdex.com does not match the resolution promised by the "Executive Relations" representative on phone call on 12-**-at 14:(*** ***). Rep committed to crediting the account that I requested in the original complaint ($91.80). The account credit was only $62.46. Also not true: the business' response to the Revdex.com says that "The customer was satisfied with the resolution" (including a $credit amount). I did not express satisfaction with this credit amount (we did not discuss that amount). Further, I discussed with the rep that I should not have to act as a watchdog to ensure that Verizon reps do what they commit to on the phone with customers. He agreed, yet I am again reporting on broken promises by Verizon. The recordings of the call on 12-**-will clearly indicate my statements here as correct. I would like a copy of said recording.
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 just received this message that my complaint has been closed since I did not respond in time. For some reason I did not see message that was sent to me on May ** 2017. I am definitely do not accept their response.Verizon's response is a LIE. They said that they repaired my "Network Interface Device". The repair technician DID NO WORK inside my officeWhatever they did was in the basement of our commercial building where the terminal boxes for Verizon, Time Warner and other communication companies are located. I have always been told that the wire maintenance contract would be for wires inside my office; we are not responsible for the terminal boxes Every day Verizon and other technicians visit the terminal boxes to do their repairs and installations. How am I responsible for what they are doing down in the basement?Verizon is lying. Verizon is milking their customers by making such fraudulent claims! Right now one of my phone lines (as well as many other tenants' lines) has been out for weeks (same phone line). Verizon technicians came several times and said that it is due to cable failure outside of the building. I am waiting for Verizon to send me a repair bill for that too *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.I am not at all satisfied with the way in which I was treated in regards to the e-mail issue. However, as the primary reason for the complaint was the billing issue, I am closing this complaint with the understanding that I will receive the credits promised
Sincerely,
*** ***
*** *** lives in the service area of Verizon's New Brunswick wire centerVerizon is currently upgrading its facilities in that area to fiber-optic facilities and retiring its copper facilitiesBecause service will no longer be provided over the existing copper facilities after this upgrade is
complete, customers who want to retain their Verizon service will have to migrate to fiberThis migration will be performed by Verizon at no cost to *** ***, and he will be able to retain his current voice services at the current ratesDevices such as fax, security alarms connected to a central station, or medical monitoring equipment will continue to work in the same way as they did over copperVerizon's decision to provide service over fiber is the right one for our customers, because of the greater resilience and efficiency of fiber, and because fiber affords customers the opportunity - but not the obligation - to access a range of optional services, including next-generation broadband services, that will better meet their communications needs now and in the future*** *** was mailed notifications of the planned fiber upgrade and several attempts were made by telephone to discuss the upgrade.Records indicate that on 5/**/17, the customer's service was suspendedHowever, the customer contacted the company and services were restoredAn order was placed with a due date of 7/*/to migrate services to fiber voice with data service
A review of the account found the customer had *** fromtheir old location that continued to bill although the customer had convertedto FiOS Data in April 2011. The customerwas billed on from April thru April a total of $on billingaccount number (***).
Thecustomer was previously given credit for $and our billing representativeissued additional credits of $for the balance of the $1151.51. The other billing account number (***)was billed from April thru April for a total of $3723.51. This account was previously given credit for$and we have now issued additional credits of $for the balanceof the $3723.51. The total credit issuedfor the two accounts was $4261.14. Theprevious credit for both accounts was $The grand total of all creditsissued for both accounts was $4875.02. On May **, 2015, our billing representative spoke with *** *** andconfirmed that we have issued credits back to April for the ***accounts. The customer would like thecredit balance returned in a check form
In response to the rebuttal, unfortunately, nothing has changed in this matter.It is at the discretion of the Networks if there is a fee for their VOD programming and the display will clearly list the options to the customer when accessed.As a courtesy, we did credit the previous charges billed to the customerAlthough we apologize for the inconvenience that this matter has caused, we cannot advise that this is a policy that can be changed, nor that credit can continue to be issued
Several attempts were made to reach the customer without success and a call me letter was mailed. The telephone number provided does not have voicemail and is not associated with the business digital voice service mentioned in the complaint. We need more information in order to move
forward with an investigation of the customer's concerns