Verizon contacted the customer and provided information on the bundle offers currently availableThe customer declined to make any changes at this timeVerizon apologizes for the inconvenience the customer experienced 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:Verizon's answer was exactly the reason I filed a complaint in the first place They said they can change channel lineups whenever they desire and the customer has to change packages based on their changes if they want to keep the channel My argument is that if Verizon places someone into a contract then that contract should be valid for the life of the contract I should have access to the channels incorporated at the start of the contract and throughout I will not pay more money for the channel, because of the reason previously dictated Also, I cannot cancel service due to the contract, without paying a fee.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The company has made attempts to reach the customer to discuss her concerns: 6/*/15, 6/**/15, and 6/**/The company has been unable to reach the customer, however the customer has been provided direct contact information should she wish to discuss her concerns
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding a Verizon charge of $to send a technician to their home to upgrade their FiOS internet service. On 5/**/the consumer contacted Verizon to upgrade their FiOS
internet speed. Verizon advised the consumer the $fee is for the technician to come out and upgrade the ONT which is required to obtain the higher FiOS internet speed. We also advised the consumer we do not offer the ONT upgrade or replacement as a self-install option therefore a technician is required. The $charge will appear on the consumer’s 6/*/bill
Verizon's Customer Service Escalation team representative reviewed *** *** account. Verizon's Customer Service Escalation team representative spoke with *** *** on 09/**/and discussed his concerns. A discount was added to the account that will be in effect for months and a
one-time credit of $was added to the account. *** *** questions regarding an Early Termination Fee were answered. We trust this information will help to resolve *** *** concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. As of this time it has been resolved to my satisfactory my phone number is now working once again. I just want to make sure I receive my refund due to me from last month verizon billing error and and no new surprise bills
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 resolvedThey have fixed the downed wire and have reattached what is necessary.
Sincerely,
*** ***
Please be advised, Verizon has made contact with the consumer and reviewed the accountIt was explained that the equipment retrieval request has been canceled so the consumer will no longer billed for the router in which he purchased himselfLate fee adjustments were also made on the accountAn
order has been placed to cancel out services effective 6/*/Verizon has agreed to follow up with the consumer once the account has finalizedVerizon apologizes for any inconvenience caused surrounding this matter
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, but I would like to add and respond to VerizonI NEVER made changes to my account, when I reviewed my account, it stated that I was on contract - my original agreement was MONTH TO MONTH ($124.99) for months, I have only been trying to resolve original order made in Sept every time I contacted VerizonThank you Revdex.com
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:
Verizon has my cell phone number and I provided it to the agent I spoke with previously (who never called me back)Obviously I could not be reached on the phone number of the phone service that was provided by Verizon because I NO LONGER HAVE THAT SERVICETo say you attempted to contact my by this method is a bit iticI have received the email and returned the equipment using the label I was sentI have NOT been notified that the charge was removed from my account so this issue is not resolved.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Thank you for referring this complaint to us for a response. *** *** concerned about a router maintenance surcharge of $per monthThe fee addresses high costs associated with certain, older routers that some customers continue to use, while providing cost-effective choices
for customers to move to newer, more capable routersThe $router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers (*** *** *** ** ** ** * ** ** ** *** *** *** *** * ** *). For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessedThe newer models are faster, have greater wireless range, offer greater online security (through use of the WPAprotocol), and provide a better customer experienceHowever, if *** *** not wish to upgrade, they will be billed for a router maintenance surcharge of $per month. The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routersThe latest connected devices include PCs, tablets, smart phones that support the latest and wired speedsUpgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their routerVerizon began notifying customers through email and direct mail starting July **All customers will have been notified by August **Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routersThose notified in August will see the fee in their October bill cycle if they choose not to upgradeCustomers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $a month. We hope this assists you to close this complaint
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 They basically reiterated what they've said previously, regardless of what you put in your contract, common sense would tell you not to charge someone an early termination fee for something outside of their control Doing so shows the lack of morals the Verizon company has and I will be sure to avoid all Verizon services in the future Worst customer service experience ever and now I know better
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 would like a correct bill mailed to me before I make the next payment this time versus someone telling me on the phone to pay a certain amount that would pay off the owed balanceAdditionally, I would like an update on the correct name on the accountIt shouldn't take from March to the end of May to resolve this matterThat's 3-months waiting for a resolution. There have been multiple months of the bill being unpaid and my name is still not correct because all of the billing that I receive has my old name on it, including new billing
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 Her
As I explained multiple times, I would have happily continued my services with verizon if they offer what they did at my old address They don't offer comprable TV or internet For that reason, I feel that the issue is not resolved and I would like the Revdex.com to close this file as unresolved Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
No new information providedCustomer has the correct contacts and was informed what additional documentation is requiredThe company's position remains the same
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:
Because that is not what the salesman saidSo basically you have a company (verizon) who is sending their salespeople door to door (which is very aggressive marketing in my opinion) and then saying whatever they want to make the sale, and the company (Verizon) then goes on to do and say whatever they want because the customer (me) trusted what the salesman said. THE ONLY REASON I SWITCHED WAS BECAUSE IT WOULD NOT COST EXTRA TO DO SONobody is understanding thisI WOULD NOT have switched if I had to pay extra money, because I feel that getting my business should be enough for a companyI shouldn't have to pay them money so I can pay them moneyThat's the giant Big Corporate BS they want you to believeThe ONLY WAY the salesman could get my business is to lie to me, and now Verizon is backing up that lie.They are saying "oh but we mailed you information"---I DIDN'T THINK THAT APPLIED TO MY PURCHASE BECAUSE YOUR SALESMAN ACTUALLY TOLD ME HE "WOULD FIX IT IN MY ACCOUNT WHEN HE GOT BACK TO THE OFFICE"How on earth is a customer to know if they are being lied to? Is this my fault? Or is it Verizon allowing their employees to lie, just to get a sale?Everyone everyone told me that Verizon is the worst company to do business with, and I completely understand why nowSo, NO, MY COMPLAINT HAS NOT BEEN RESOLVED
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advised, on August *, 2017, a local manager went to the premises to investigate the issueIt was determined at that time that the damage was caused by lightning and Verizon was not at faultWe cannot take responsibility for lightening damaging the customer’s equipmentThis was
communicated to the customer at that time and is our final response on this issue. We trust this provides your office with the information required in this matter Thank you, SrAnalyst Verizon 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:
Since a few months after seeing other carriers' promotions, they are now not availableAs a result, I need more time to compare what else is out there in the market so whether I will stay with Verizon and pay $2.80/month or buy the new Verizon Wifi from markets or jumpship to other carriersHowever, I do not wish to pay any increased fees meaning $2.80/month for another month so I can come up with the diligent decisionThe monthly I have signed for two-year agreement is $46.98.Thank you. *** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On 07/**/16, a Verizon representative advised the customer a pending order was scheduled for 07/**/to install the previous number at the customer's new location. On 07/**/16, the representative confirmed with the customer that the service was working properly under the customer's old
assigned number. We apologize for the inconvenience that *** *** experienced as a result of this matter
Verizon contacted the customer and provided information on the bundle offers currently availableThe customer declined to make any changes at this timeVerizon apologizes for the inconvenience the customer experienced 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:Verizon's answer was exactly the reason I filed a complaint in the first place They said they can change channel lineups whenever they desire and the customer has to change packages based on their changes if they want to keep the channel My argument is that if Verizon places someone into a contract then that contract should be valid for the life of the contract I should have access to the channels incorporated at the start of the contract and throughout I will not pay more money for the channel, because of the reason previously dictated Also, I cannot cancel service due to the contract, without paying a fee.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The company has made attempts to reach the customer to discuss her concerns: 6/*/15, 6/**/15, and 6/**/The company has been unable to reach the customer, however the customer has been provided direct contact information should she wish to discuss her concerns
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding a Verizon charge of $to send a technician to their home to upgrade their FiOS internet service. On 5/**/the consumer contacted Verizon to upgrade their FiOS
internet speed. Verizon advised the consumer the $fee is for the technician to come out and upgrade the ONT which is required to obtain the higher FiOS internet speed. We also advised the consumer we do not offer the ONT upgrade or replacement as a self-install option therefore a technician is required. The $charge will appear on the consumer’s 6/*/bill
Verizon's Customer Service Escalation team representative reviewed *** *** account. Verizon's Customer Service Escalation team representative spoke with *** *** on 09/**/and discussed his concerns. A discount was added to the account that will be in effect for months and a
one-time credit of $was added to the account. *** *** questions regarding an Early Termination Fee were answered. We trust this information will help to resolve *** *** concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. As of this time it has been resolved to my satisfactory my phone number is now working once again. I just want to make sure I receive my refund due to me from last month verizon billing error and and no new surprise bills
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 resolvedThey have fixed the downed wire and have reattached what is necessary.
Sincerely,
*** ***
Please be advised, Verizon has made contact with the consumer and reviewed the accountIt was explained that the equipment retrieval request has been canceled so the consumer will no longer billed for the router in which he purchased himselfLate fee adjustments were also made on the accountAn
order has been placed to cancel out services effective 6/*/Verizon has agreed to follow up with the consumer once the account has finalizedVerizon apologizes for any inconvenience caused surrounding this matter
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, but I would like to add and respond to VerizonI NEVER made changes to my account, when I reviewed my account, it stated that I was on contract - my original agreement was MONTH TO MONTH ($124.99) for months, I have only been trying to resolve original order made in Sept every time I contacted VerizonThank you Revdex.com
Sincerely,
*** ***
Revdex.com:
ticI have received the email and returned the equipment using the label I was sentI have NOT been notified that the charge was removed from my account so this issue is not resolved.]
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 has my cell phone number and I provided it to the agent I spoke with previously (who never called me back)Obviously I could not be reached on the phone number of the phone service that was provided by Verizon because I NO LONGER HAVE THAT SERVICETo say you attempted to contact my by this method is a bit i
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Thank you for referring this complaint to us for a response. *** *** concerned about a router maintenance surcharge of $per monthThe fee addresses high costs associated with certain, older routers that some customers continue to use, while providing cost-effective choices
for customers to move to newer, more capable routersThe $router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers (*** *** *** ** ** ** * ** ** ** *** *** *** *** * ** *). For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessedThe newer models are faster, have greater wireless range, offer greater online security (through use of the WPAprotocol), and provide a better customer experienceHowever, if *** *** not wish to upgrade, they will be billed for a router maintenance surcharge of $per month. The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routersThe latest connected devices include PCs, tablets, smart phones that support the latest and wired speedsUpgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their routerVerizon began notifying customers through email and direct mail starting July **All customers will have been notified by August **Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routersThose notified in August will see the fee in their October bill cycle if they choose not to upgradeCustomers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $a month. We hope this assists you to close this complaint
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 They basically reiterated what they've said previously, regardless of what you put in your contract, common sense would tell you not to charge someone an early termination fee for something outside of their control Doing so shows the lack of morals the Verizon company has and I will be sure to avoid all Verizon services in the future Worst customer service experience ever and now I know better
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 would like a correct bill mailed to me before I make the next payment this time versus someone telling me on the phone to pay a certain amount that would pay off the owed balanceAdditionally, I would like an update on the correct name on the accountIt shouldn't take from March to the end of May to resolve this matterThat's 3-months waiting for a resolution. There have been multiple months of the bill being unpaid and my name is still not correct because all of the billing that I receive has my old name on it, including new billing
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 Her
As I explained multiple times, I would have happily continued my services with verizon if they offer what they did at my old address They don't offer comprable TV or internet For that reason, I feel that the issue is not resolved and I would like the Revdex.com to close this file as unresolved Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
No new information providedCustomer has the correct contacts and was informed what additional documentation is requiredThe company's position remains the same
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:
Because that is not what the salesman saidSo basically you have a company (verizon) who is sending their salespeople door to door (which is very aggressive marketing in my opinion) and then saying whatever they want to make the sale, and the company (Verizon) then goes on to do and say whatever they want because the customer (me) trusted what the salesman said. THE ONLY REASON I SWITCHED WAS BECAUSE IT WOULD NOT COST EXTRA TO DO SONobody is understanding thisI WOULD NOT have switched if I had to pay extra money, because I feel that getting my business should be enough for a companyI shouldn't have to pay them money so I can pay them moneyThat's the giant Big Corporate BS they want you to believeThe ONLY WAY the salesman could get my business is to lie to me, and now Verizon is backing up that lie.They are saying "oh but we mailed you information"---I DIDN'T THINK THAT APPLIED TO MY PURCHASE BECAUSE YOUR SALESMAN ACTUALLY TOLD ME HE "WOULD FIX IT IN MY ACCOUNT WHEN HE GOT BACK TO THE OFFICE"How on earth is a customer to know if they are being lied to? Is this my fault? Or is it Verizon allowing their employees to lie, just to get a sale?Everyone everyone told me that Verizon is the worst company to do business with, and I completely understand why nowSo, NO, MY COMPLAINT HAS NOT BEEN RESOLVED
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advised, on August *, 2017, a local manager went to the premises to investigate the issueIt was determined at that time that the damage was caused by lightning and Verizon was not at faultWe cannot take responsibility for lightening damaging the customer’s equipmentThis was
communicated to the customer at that time and is our final response on this issue. We trust this provides your office with the information required in this matter Thank you, SrAnalyst Verizon 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:
Since a few months after seeing other carriers' promotions, they are now not availableAs a result, I need more time to compare what else is out there in the market so whether I will stay with Verizon and pay $2.80/month or buy the new Verizon Wifi from markets or jumpship to other carriersHowever, I do not wish to pay any increased fees meaning $2.80/month for another month so I can come up with the diligent decisionThe monthly I have signed for two-year agreement is $46.98.Thank you. *** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** *** was again advised of the terms of service and regarding set top boxes are subject to price change
On 07/**/16, a Verizon representative advised the customer a pending order was scheduled for 07/**/to install the previous number at the customer's new location. On 07/**/16, the representative confirmed with the customer that the service was working properly under the customer's old
assigned number. We apologize for the inconvenience that *** *** experienced as a result of this matter