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
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate on March *, The customer has Fios Gigabit Connection and Fios Custom TV for monthsOur records show a repair ticket was issued and a technician dispatched on February **, billed the $one time Technician Visit Fee and advised he notified the Local Outside Manager of the issueOn March *, the customer's account was credited $which will appear on the next bill statementI spoke with the customer, apologized for the inconvenience and advised of the credit
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: Our complaint has not been resolved by the person that they have assigned the account to from their responseI have still contacted verizon technical support on a daily basis for help with trying to get ourinternet and phones working properly and still no resolutionToday, I was able to order FIOS again, however, it has not been installed yetThis is how the problem began in May and we have been suffering since thenBesides getting FIOS, we want a full credit for all of the services we have not been able to use since this fiasco began on May **, 2017.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On January **, 2017, our billing representative spoke with *** *** and explained the January billing statement had prorated charges and this is why it was higher than what the bill would normally be*** ***’s monthly recurring charge before taxes and surcharges is $($for the
bundle MINUS $loyalty discount). After taxes and surcharges, the bill would be approximately $a month. *** *** feels he was misled at the time of sale and our representative apologized and offered to credit the prorated charges on the January billing statement as well as follow up and review the February billing statement. If he is still not satisfied once we review a true bill, then we will terminate the internet, remove the bundle and put his service back the way it was and waive the Early Termination Fee. *** *** accepted this resolution and was sent a letter of the discussion on credits to be issued
Our records show the customer reported issues with the Fios Internet service in May and June Our technicians were on site and the issues were resolved. In July, the customer spoke with a representative in reference to out of service credit which was issuedThere were a one time
charge associated with the restoral of service of which the customer's account was credited on November *. On November *, our representative spoke with the customer, apologized for the inconvenience, explained the charges and credits and one month out of service credit was issued as a one time courtesy
The confirmation was explained to the customer and a time credit of $was issued on the customer's account as a courtesy, for the miscommunication by the Verizon repThe customer will see the credit in the bill issued on 2/**/
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 would advise that Verizon take better care of their customers the next time the employees decide to strikeSince this is something that occurs every 3-years, Verizon needs to be prepared to have knowledgeable techs/employees on hand to resolve any issues that arise Due to poor planning, we were transferred to multiple inexperienced people and told multiple excuses I am grateful that this issue has finally been resolved after two months however, the amount of time that I have wasted is inexcusable and I hope that Verizon does not allow what happened to me to happen again to other customers With that being said, I do want to thank Rachel, Steve (technician from Oklahoma) and Steve from the Customer Relations office These three individuals really deserve a big shout-out for their commitment to ensuring that my internet got fixed
Sincerely,
*** ***
Verizon investigation found the customers service order to be ready for dispatch. The delay was caused by the previous tenant at APT Bnot contacting Verizon to disconnect service. To work around this issue the business office changed the SUBLOC to APT 3B and the order was
assigned. There were always facilities. The business office was not able to contact the previous tenant to secure a disconnect. The order was referred to the Dispatch Manager for the soonest commitment date and was advised area has heavy work load soonest installation date available is 12/**/15. The Dispatch Manager advised she will ensure the order is covered on 12/**/12/**/a technician was dispatched and completed order connecting service. On 12/**/Verizon Appeals representative spoke with the customer and verified the services were working. Verizon apologizes for any inconvenience. Joyce D***Verizon Executive Relations SrAnalyst
On December **, 2016, our billing representative spoke with the customer and explained the second credit was issued in error and should not have been added to Purchase Order Summary; the credit was honored for eight monthsThe representative issued a one time credit for
the months of October and November as well as the Late Payment Charge. The credit will post to the account in to days, Since the customer made a payment on the account and the credit was applied, the credit balance will be applied to the December 2016 bill statementThe representative also issued a Loyalty credit for the next months and will follow up to confirm the credit is applied. The customer has the representative's contact information if there are any questions
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 was contacted by a representative of Verizon and offered this answer, within minutes of speaking he admitted he was wrong and said he'd call back no answer since then days
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 contacted Nariye W*** on *** at 12:25pm***She found my account and told me Verizon would arrive to my house.Nothing has happened.Please tell me phone number so I can wait on hold. I need my cable to work.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advised we have issued the requested credits and they will appear on the December **, statement. *** *** was provided this information in a voicemail and email today We trust this provides your office with the information required in this matter Thank you,
Verizon Executive Relations
On 2/**/17, I called and spoke with *** *** to acknowledge the rebuttal. I verified the service was working and has been since representative spoke with him on 2/**/He said the Revdex.com asked if he received credit and he advised noI apologized and advised the records indicate the representative advised him when the February *** bill generates they would give him credit on all lines for the time out of service from 1/**/to 2/**/as well as credit for any additional charges associated with Call ForwardingHe said yes that was what he was told but when he went on line 2/**/the credit was not thereI apologized and explained the bill date is the *** of the month and it normally takes business days for the bill to either be printed or appear in our system which should be tomorrowHe said he shouldn't have to wait for the bill for the out of service credit to be issued because of Verizon's advanced billingI apologized and advised all credits would be issued at once when the bill is available and we would call him back advising of the amount of the creditI also provided him my contact information.The customer's 2/**/bill was rendered for $which included $in charges for Call Forwarding and a $Service Order Charge. Credits totaling $were issued between 3/*/and 3/**/to cover the time out of service and the charges associated with Call Forwarding. A payment of $was received 3/*/17, leaving the account with a zero balanceI called and spoke with *** *** on 3/*/17, and verified he has seen the credit post to the account and has paid the bill. I apologized again for the inconvenience and advised the credit issued will be reflected on the March bill and to call me if he has any further problems or questions
Revdex.com:
The notice was printed on page the last page with other printing how important could it be that they placed it in the last page? I think it is deceitful and so that decided to terminate my international plan with them With that said 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,
*** ***
Our investigation found that there is a pending order to change providers scheduled for January **, Due to the customer pending intention to change providers we are blocked from viewing any pricing options/offers for this account due to regulatory constraints. It would be consider
anti-competitive actionThe customer is not pleased with our response, but there are restriction in place that we do not have the ability to override
Verizon investigation found the customer called to cancel the order. Credits totaling $were issued 5/*/to bring the account to a zero balanceThe disconnect order the customer provided in the complaint had an Effective Bill Date back to the date of installation. On 5/**/
Verizon Appeals Billing Representative spoke with Tiffany Jackson and advised the balance of $was adjusted to zero. The 5/*/bill issued reflecting the credit and a zero balance. The account was rescinded from the collection agency and was not credit reported. *** *** had no further questions or concerns
Verizon Financial Services contacted the customer and explainedthat services had been interrupted because she had failed to keep her payment arrangement.At this time, the service is not terminated, and if she makes the payment withinthe next days, the service can be restoredAfter that we would
send her afinal bill which is due in full upon receiptThe customer understands, and thecomplaint has been closed
We have made additional attempts to contact *** *** on 9-* & 9-* via voicemail and on again on 9-* via email. If *** *** would like to have her concerns addressed she can contact us directly @ ###-###-####
The Local Manager reached out to the customer on October *** as well as October *** to discuss her service. The Manager left his can be reached information so the customer could return his call. As of today we have not heard back from the customerAccording to our records, the
customer placed an order for a Double Play which included 50/50, Local TV and no set top box which was installed on June **, 2017. The total Simple Order Confirmation was $plus a $set up fee. On Aug **, the customer called about the bill sating she was told the bill would be $61, the representative educated the customer that her bill would be $(the customer subsequently paid the bill with no further calls about billing on the account).A trouble ticket, ***, was created on August *** at 12:18pm stating picture quality is bad. The ticket was closed at 7:43pm stating customer cancelled via SMS Text. However, the customer called later that day stating a no show by the technician and that she has no video since that Wednesday (days prior)The customer was given a $courtesy creditTechnical support couldn't trouble shoot due to the customer not having a set top boxOn October *** a trouble ticker, ***, was created at 8:40pm stating Set top box self-install activation. A technician was dispatched and the ticket was closed on October *** at 12:07pm stating no accessOn October *** a trouble ticket, ***, was created at 12:49pm stating failed double play. The ticket was closed on October *** at 1:38pm stating no light resolved. On October *** a trouble ticket, ***, was created at 3:18pm stating failed double play. A technician was dispatched and the ticket was closed on October *** at 9:59am stating new high definition set top boxAn out of service credit for television and internet in the amount $was applied to the account on November *** for the period of October *** through October ***
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
Upon receipt of this concern we had a copy of the credit report removal letter email to the customer ***. An additional copy is attached
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate on March *, The customer has Fios Gigabit Connection and Fios Custom TV for monthsOur records show a repair ticket was issued and a technician dispatched on February **, billed the $one time Technician Visit Fee and advised he notified the Local Outside Manager of the issueOn March *, the customer's account was credited $which will appear on the next bill statementI spoke with the customer, apologized for the inconvenience and advised of the credit
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: Our complaint has not been resolved by the person that they have assigned the account to from their responseI have still contacted verizon technical support on a daily basis for help with trying to get ourinternet and phones working properly and still no resolutionToday, I was able to order FIOS again, however, it has not been installed yetThis is how the problem began in May and we have been suffering since thenBesides getting FIOS, we want a full credit for all of the services we have not been able to use since this fiasco began on May **, 2017.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On January **, 2017, our billing representative spoke with *** *** and explained the January billing statement had prorated charges and this is why it was higher than what the bill would normally be*** ***’s monthly recurring charge before taxes and surcharges is $($for the
bundle MINUS $loyalty discount). After taxes and surcharges, the bill would be approximately $a month. *** *** feels he was misled at the time of sale and our representative apologized and offered to credit the prorated charges on the January billing statement as well as follow up and review the February billing statement. If he is still not satisfied once we review a true bill, then we will terminate the internet, remove the bundle and put his service back the way it was and waive the Early Termination Fee. *** *** accepted this resolution and was sent a letter of the discussion on credits to be issued
Our records show the customer reported issues with the Fios Internet service in May and June Our technicians were on site and the issues were resolved. In July, the customer spoke with a representative in reference to out of service credit which was issuedThere were a one time
charge associated with the restoral of service of which the customer's account was credited on November *. On November *, our representative spoke with the customer, apologized for the inconvenience, explained the charges and credits and one month out of service credit was issued as a one time courtesy
The confirmation was explained to the customer and a time credit of $was issued on the customer's account as a courtesy, for the miscommunication by the Verizon repThe customer will see the credit in the bill issued on 2/**/
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 would advise that Verizon take better care of their customers the next time the employees decide to strikeSince this is something that occurs every 3-years, Verizon needs to be prepared to have knowledgeable techs/employees on hand to resolve any issues that arise Due to poor planning, we were transferred to multiple inexperienced people and told multiple excuses I am grateful that this issue has finally been resolved after two months however, the amount of time that I have wasted is inexcusable and I hope that Verizon does not allow what happened to me to happen again to other customers With that being said, I do want to thank Rachel, Steve (technician from Oklahoma) and Steve from the Customer Relations office These three individuals really deserve a big shout-out for their commitment to ensuring that my internet got fixed
Sincerely,
*** ***
Verizon investigation found the customers service order to be ready for dispatch. The delay was caused by the previous tenant at APT Bnot contacting Verizon to disconnect service. To work around this issue the business office changed the SUBLOC to APT 3B and the order was
assigned. There were always facilities. The business office was not able to contact the previous tenant to secure a disconnect. The order was referred to the Dispatch Manager for the soonest commitment date and was advised area has heavy work load soonest installation date available is 12/**/15. The Dispatch Manager advised she will ensure the order is covered on 12/**/12/**/a technician was dispatched and completed order connecting service. On 12/**/Verizon Appeals representative spoke with the customer and verified the services were working. Verizon apologizes for any inconvenience. Joyce D***Verizon Executive Relations SrAnalyst
On December **, 2016, our billing representative spoke with the customer and explained the second credit was issued in error and should not have been added to Purchase Order Summary; the credit was honored for eight monthsThe representative issued a one time credit for
the months of October and November as well as the Late Payment Charge. The credit will post to the account in to days, Since the customer made a payment on the account and the credit was applied, the credit balance will be applied to the December 2016 bill statementThe representative also issued a Loyalty credit for the next months and will follow up to confirm the credit is applied. The customer has the representative's contact information if there are any questions
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 was contacted by a representative of Verizon and offered this answer, within minutes of speaking he admitted he was wrong and said he'd call back no answer since then days
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 contacted Nariye W*** on *** at 12:25pm***She found my account and told me Verizon would arrive to my house.Nothing has happened.Please tell me phone number so I can wait on hold. I need my cable to work.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advised we have issued the requested credits and they will appear on the December **, statement. *** *** was provided this information in a voicemail and email today We trust this provides your office with the information required in this matter Thank you,
Verizon Executive Relations
On 2/**/17, I called and spoke with *** *** to acknowledge the rebuttal. I verified the service was working and has been since representative spoke with him on 2/**/He said the Revdex.com asked if he received credit and he advised noI apologized and advised the records indicate the representative advised him when the February *** bill generates they would give him credit on all lines for the time out of service from 1/**/to 2/**/as well as credit for any additional charges associated with Call ForwardingHe said yes that was what he was told but when he went on line 2/**/the credit was not thereI apologized and explained the bill date is the *** of the month and it normally takes business days for the bill to either be printed or appear in our system which should be tomorrowHe said he shouldn't have to wait for the bill for the out of service credit to be issued because of Verizon's advanced billingI apologized and advised all credits would be issued at once when the bill is available and we would call him back advising of the amount of the creditI also provided him my contact information.The customer's 2/**/bill was rendered for $which included $in charges for Call Forwarding and a $Service Order Charge. Credits totaling $were issued between 3/*/and 3/**/to cover the time out of service and the charges associated with Call Forwarding. A payment of $was received 3/*/17, leaving the account with a zero balanceI called and spoke with *** *** on 3/*/17, and verified he has seen the credit post to the account and has paid the bill. I apologized again for the inconvenience and advised the credit issued will be reflected on the March bill and to call me if he has any further problems or questions
Revdex.com:
The notice was printed on page the last page with other printing how important could it be that they placed it in the last page? I think it is deceitful and so that decided to terminate my international plan with them With that said 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,
*** ***
Our investigation found that there is a pending order to change providers scheduled for January **, Due to the customer pending intention to change providers we are blocked from viewing any pricing options/offers for this account due to regulatory constraints. It would be consider
anti-competitive actionThe customer is not pleased with our response, but there are restriction in place that we do not have the ability to override
Verizon investigation found the customer called to cancel the order. Credits totaling $were issued 5/*/to bring the account to a zero balanceThe disconnect order the customer provided in the complaint had an Effective Bill Date back to the date of installation. On 5/**/
Verizon Appeals Billing Representative spoke with Tiffany Jackson and advised the balance of $was adjusted to zero. The 5/*/bill issued reflecting the credit and a zero balance. The account was rescinded from the collection agency and was not credit reported. *** *** had no further questions or concerns
Verizon Financial Services contacted the customer and explainedthat services had been interrupted because she had failed to keep her payment arrangement.At this time, the service is not terminated, and if she makes the payment withinthe next days, the service can be restoredAfter that we would
send her afinal bill which is due in full upon receiptThe customer understands, and thecomplaint has been closed
We have made additional attempts to contact *** *** on 9-* & 9-* via voicemail and on again on 9-* via email. If *** *** would like to have her concerns addressed she can contact us directly @ ###-###-####
The Local Manager reached out to the customer on October *** as well as October *** to discuss her service. The Manager left his can be reached information so the customer could return his call. As of today we have not heard back from the customerAccording to our records, the
customer placed an order for a Double Play which included 50/50, Local TV and no set top box which was installed on June **, 2017. The total Simple Order Confirmation was $plus a $set up fee. On Aug **, the customer called about the bill sating she was told the bill would be $61, the representative educated the customer that her bill would be $(the customer subsequently paid the bill with no further calls about billing on the account).A trouble ticket, ***, was created on August *** at 12:18pm stating picture quality is bad. The ticket was closed at 7:43pm stating customer cancelled via SMS Text. However, the customer called later that day stating a no show by the technician and that she has no video since that Wednesday (days prior)The customer was given a $courtesy creditTechnical support couldn't trouble shoot due to the customer not having a set top boxOn October *** a trouble ticker, ***, was created at 8:40pm stating Set top box self-install activation. A technician was dispatched and the ticket was closed on October *** at 12:07pm stating no accessOn October *** a trouble ticket, ***, was created at 12:49pm stating failed double play. The ticket was closed on October *** at 1:38pm stating no light resolved. On October *** a trouble ticket, ***, was created at 3:18pm stating failed double play. A technician was dispatched and the ticket was closed on October *** at 9:59am stating new high definition set top boxAn out of service credit for television and internet in the amount $was applied to the account on November *** for the period of October *** through October ***