We have tried to reach this customer on the contact number he provided on multiple occasions without an answer. We have left messages providing contact information and sent a letter asking him to reach us to discuss the matter further. We trust this provides your office with the
information required in this matter. Thank you,MrT***SrAnalystVerizon Executive Relations
We contacted the customer on 8/**/to apologize for theproblems encounteredThe customer’s request for one week credit was honoredWe appreciate the customer bringing this to our attention
Please be advised, Verizon has reviewed the consumers trouble history records show the consumer had troubles reported sporadically from 5/**/thru 8/**/As of 8/**/Verizon has spoken with the consumer and confirmed services were now functioning properlyAs of 8/**/17 an day service
credit has been applied to the account for the troubles experienced during that timeframe. Records show credit was also applied to the account previously totaling $ for troubles experienced with services/accountThe consumer currently has a credit balance of $on the account. In regards to the consumer’s mention of troubles experienced with porting services, records show the win back order for services ending telephone number *** completed 3/**/under order number *** after difficulties receiving the firm order confirmation (FOC) from the other service provider due to having the incorrect pin/passwordRecords show there were no install/activation fees for the activation of voice services or for porting the servicesWe apologize 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
Sincerely,
*** ***
Thank you for referring the complaint of *** *** to our office for review. We appreciate your bringing this matter to our attention Records show on statement date 05/**/*** *** was billed for unreturned equipment as follows HD DVR $550, HD Set Top box (qty2) $and $
modem router combo An information technology ticket was opened and credits totaling $($and $108.24) were applied to the unreturned equipment and reflect on statement date 07/15/ Records shows on 08/03/credits totaling $were applied for the unreturned equipmentThis should reflect on statement date 08/15/In addition, a credit of $was applied for *** *** inconvenience A Verizon representative attempted unsuccessfully to reach *** ***A contact letter was sent on 08/**/We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at *** ext*** Thank you, Amy BVerizon Customer Advocacy
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 not received any response from the service provider directly to
me
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 resolvedIf I do not receive the check, I will contact the Revdex.com again
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 Here]
My situation in it's entirety should warranty the grant of a early termination fee waiverVerizon continuously dropped the ball and there seems to be no accountabilityAs mentioned the deletion on my credit report should have happenedin May and still wasn't done, not to mention it should never happenedFor Verizon to say that it's being corrected is unacceptable, the damage has been doneHold me accountable to a termination fee when they're the ones who severed the relationship is an insult, unapologetic and not a good business practice
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On May **, 2016, our billing representative spoke with *** *** who placed Better Business Escalation due to his requesting a shipping box and label to return the Set Top Box (STB). Customer claims we never sent the shipping box to return equipment. He is unhappy with the customer
experience. Our billing representative assured the customer they would make sure he gets the box to return STB. *** *** was looking to reduce his bill and we adjusted billing in the amount of $for months which covers for a discount until the end of his contract in October and he is satisfied with the resolution
Our investigation found the customer has outstanding balance of $owed on accountThe customer stopped payment on the check that had been issuedUnpaid collection balances on accounts are credit reported as such"
Thank you for referring *** *** complaint concerning a refund due from Verizon, to our office for review.According to our records, a Verizon representative spoke to *** *** on January *, and explained Verizon's refund policy*** *** disconnected service on November *, and she
received her billing statement dated November **, issuing credit for any charges billed after the disconnection dateOn December **, her closing statement was generated indicating a credit balance of $The Final bill will generate on January **, 2016, and five days later a refund check will be generated
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The credit was not for the full amount rendered, nor does this resolve the multiple incredibly rude phone conversations with multiple different customer service repsI took time off work for two different dates and the first date was cancelled with no notification to myself, the second was postponed which resulted in a full day out of the officeI expect a phone call with a professional explaining specific reasons for the rudeness of their employees, inefficient correspondence and insufficient amours refundedWhen I contacted customer service the day my service was restored (inquiring about my delayed appointment) I was on hold for an hour and minutes waiting to speak to a representative and would like an explanation for that wait time.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We sent a technician out on 8/**/and restored the customers phone serviceWe were able to work with engineering and provision his location for Fiber serviceWe are in contact with the customer to place an order to migrate his phone lines to fiber in order to provide better improved phone
service
The channel which *** *** is concerned and is no longer receiving is the NFL Network. The NFL Network was previously included when a customer subscribed to HBO. As of August **, 2015, the NFL Network is no longer included with the HBO subscription. It now has to be subscribed to separately at an additional cost to the customer. However, customers who subscribed to HBO prior to August **, 2015, have the NFL Network grandfathered with the HBO subscription barring no changes to services or bundle plans or the moving of services to another location*** *** both moved and changed his bundle and therefore is no longer eligible to receive the NFL Network as part of the HBO subscription. This has been explained to Pradeep Nair on multiple occasions by both Verizon representatives and managers. However, *** *** continues to disagree with the policy and is not satisfiedIn addition, any other channels that the customer is not receiving is a result of the channels being moved to a different tier of TV service, not an incorrectly processed order as the customer makes reference. Again, any channels that the customer continued to receive at his previous address that were removed from his former tier of TV service but were grandfathered into the existing service at that time, would be removed once the customer moves to a new location
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:
Once I had called I was told what they did the problem is we were NOT told that on the phone three times on diffrent occasionsThey never explainined if you choose this the gift card is waived it's either orNothing was explained and like I said at the end of the call after we "chose" the lower rate plan we were still told our gift card would be sent out and we should receive it up to so many weeks!
Whatever they had did we called as a promotion to switch and told them which plan we wanted and what stuff we wanted the problem is they were more expensive then what we were paying with cox so we were not going to end up switching when they realized they were more expensive for the same stuff we had with cox and they weren't going to gain our business they started tido whatever they did to get the bill lower by a few dollars just to gain our business , and never told us if I get you this price you don't get the gift cRd that was never stated to us and it was alll to just gain our business and screw us over I called severaltjnsa because our bill was wrong and asked several times and they said it should be in the mail if you don't receive it by the end of the week call us backstill no one told us o wait you don't get one!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
A tech support representative contacted the customer and advised that the problem he was experiencing was with his Mac and Mac Mail. The representative changed the password and was able to get the customer logged into webmail but Mac Mail would not work. The representative advised
the customer to update his Java
Company records reflect a trouble ticket for no dial tone was filed with Verizon by the customer on January **, 2018. There were no available pairs and a splicer was required to restore the service. A dispatch was issued February *, 2018; however, the notes states
there was no access. On February *, 2018, a technician was dispatched and noted cleared open tip involving an aerial sheath. The technician noted that the service was testing properly and customer advised. I also authorized a three-week pro-rated out-of-service credit totaling $that will appear on the customer’s next billing statement. I left volcemail messages that expressed my apologies and provided my callback information
We have attempted to contact customer Voice mail is full. Sent letter for contact
We have tried to reach this customer on the contact number he provided on multiple occasions without an answer. We have left messages providing contact information and sent a letter asking him to reach us to discuss the matter further. We trust this provides your office with the
information required in this matter. Thank you,MrT***SrAnalystVerizon Executive Relations
We contacted the customer and reviewed the billingThe customer confirmed she now understands
We contacted the customer on 8/**/to apologize for theproblems encounteredThe customer’s request for one week credit was honoredWe appreciate the customer bringing this to our attention
Upon receipt of this concern we had a copy of the credit report removal letter email to the customer ***. An additional copy is attached
Please be advised, Verizon has reviewed the consumers trouble history records show the consumer had troubles reported sporadically from 5/**/thru 8/**/As of 8/**/Verizon has spoken with the consumer and confirmed services were now functioning properlyAs of 8/**/17 an day service
credit has been applied to the account for the troubles experienced during that timeframe. Records show credit was also applied to the account previously totaling $ for troubles experienced with services/accountThe consumer currently has a credit balance of $on the account. In regards to the consumer’s mention of troubles experienced with porting services, records show the win back order for services ending telephone number *** completed 3/**/under order number *** after difficulties receiving the firm order confirmation (FOC) from the other service provider due to having the incorrect pin/passwordRecords show there were no install/activation fees for the activation of voice services or for porting the servicesWe apologize 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
Sincerely,
*** ***
Thank you for referring the complaint of *** *** to our office for review. We appreciate your bringing this matter to our attention Records show on statement date 05/**/*** *** was billed for unreturned equipment as follows HD DVR $550, HD Set Top box (qty2) $and $
modem router combo An information technology ticket was opened and credits totaling $($and $108.24) were applied to the unreturned equipment and reflect on statement date 07/15/ Records shows on 08/03/credits totaling $were applied for the unreturned equipmentThis should reflect on statement date 08/15/In addition, a credit of $was applied for *** *** inconvenience A Verizon representative attempted unsuccessfully to reach *** ***A contact letter was sent on 08/**/We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at *** ext*** Thank you, Amy BVerizon Customer Advocacy
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 not received any response from the service provider directly to
me
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 resolvedIf I do not receive the check, I will contact the Revdex.com again
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 Here]
My situation in it's entirety should warranty the grant of a early termination fee waiverVerizon continuously dropped the ball and there seems to be no accountabilityAs mentioned the deletion on my credit report should have happenedin May and still wasn't done, not to mention it should never happenedFor Verizon to say that it's being corrected is unacceptable, the damage has been doneHold me accountable to a termination fee when they're the ones who severed the relationship is an insult, unapologetic and not a good business practice
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On May **, 2016, our billing representative spoke with *** *** who placed Better Business Escalation due to his requesting a shipping box and label to return the Set Top Box (STB). Customer claims we never sent the shipping box to return equipment. He is unhappy with the customer
experience. Our billing representative assured the customer they would make sure he gets the box to return STB. *** *** was looking to reduce his bill and we adjusted billing in the amount of $for months which covers for a discount until the end of his contract in October and he is satisfied with the resolution
Our investigation found the customer has outstanding balance of $owed on accountThe customer stopped payment on the check that had been issuedUnpaid collection balances on accounts are credit reported as such"
Thank you for referring *** *** complaint concerning a refund due from Verizon, to our office for review.According to our records, a Verizon representative spoke to *** *** on January *, and explained Verizon's refund policy*** *** disconnected service on November *, and she
received her billing statement dated November **, issuing credit for any charges billed after the disconnection dateOn December **, her closing statement was generated indicating a credit balance of $The Final bill will generate on January **, 2016, and five days later a refund check will be generated
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The credit was not for the full amount rendered, nor does this resolve the multiple incredibly rude phone conversations with multiple different customer service repsI took time off work for two different dates and the first date was cancelled with no notification to myself, the second was postponed which resulted in a full day out of the officeI expect a phone call with a professional explaining specific reasons for the rudeness of their employees, inefficient correspondence and insufficient amours refundedWhen I contacted customer service the day my service was restored (inquiring about my delayed appointment) I was on hold for an hour and minutes waiting to speak to a representative and would like an explanation for that wait time.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We sent a technician out on 8/**/and restored the customers phone serviceWe were able to work with engineering and provision his location for Fiber serviceWe are in contact with the customer to place an order to migrate his phone lines to fiber in order to provide better improved phone
service
The channel which *** *** is concerned and is no longer receiving is the NFL Network. The NFL Network was previously included when a customer subscribed to HBO. As of August **, 2015, the NFL Network is no longer included with the HBO subscription. It now has to be subscribed to separately at an additional cost to the customer. However, customers who subscribed to HBO prior to August **, 2015, have the NFL Network grandfathered with the HBO subscription barring no changes to services or bundle plans or the moving of services to another location*** *** both moved and changed his bundle and therefore is no longer eligible to receive the NFL Network as part of the HBO subscription. This has been explained to Pradeep Nair on multiple occasions by both Verizon representatives and managers. However, *** *** continues to disagree with the policy and is not satisfiedIn addition, any other channels that the customer is not receiving is a result of the channels being moved to a different tier of TV service, not an incorrectly processed order as the customer makes reference. Again, any channels that the customer continued to receive at his previous address that were removed from his former tier of TV service but were grandfathered into the existing service at that time, would be removed once the customer moves to a new location
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:
Once I had called I was told what they did the problem is we were NOT told that on the phone three times on diffrent occasionsThey never explainined if you choose this the gift card is waived it's either orNothing was explained and like I said at the end of the call after we "chose" the lower rate plan we were still told our gift card would be sent out and we should receive it up to so many weeks!
Whatever they had did we called as a promotion to switch and told them which plan we wanted and what stuff we wanted the problem is they were more expensive then what we were paying with cox so we were not going to end up switching when they realized they were more expensive for the same stuff we had with cox and they weren't going to gain our business they started tido whatever they did to get the bill lower by a few dollars just to gain our business , and never told us if I get you this price you don't get the gift cRd that was never stated to us and it was alll to just gain our business and screw us over I called severaltjnsa because our bill was wrong and asked several times and they said it should be in the mail if you don't receive it by the end of the week call us backstill no one told us o wait you don't get one!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
A tech support representative contacted the customer and advised that the problem he was experiencing was with his Mac and Mac Mail. The representative changed the password and was able to get the customer logged into webmail but Mac Mail would not work. The representative advised
the customer to update his Java
Company records reflect a trouble ticket for no dial tone was filed with Verizon by the customer on January **, 2018. There were no available pairs and a splicer was required to restore the service. A dispatch was issued February *, 2018; however, the notes states
there was no access. On February *, 2018, a technician was dispatched and noted cleared open tip involving an aerial sheath. The technician noted that the service was testing properly and customer advised. I also authorized a three-week pro-rated out-of-service credit totaling $that will appear on the customer’s next billing statement. I left volcemail messages that expressed my apologies and provided my callback information