Verizon account representative and he advised me of the following. We Agreed to cover month internet ($45) since he have had poor service for over weeks and still doesnt have a routerAlso agreed to cover charge for quantum gateway router from the time you receives it
until end of contract April *, He will cover the monthly charge via recurring creditHe have a follow up set for October *** to create recurring adjustment as well as to credit any shipping and handling fees
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
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
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
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 ***
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,
*** ***
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer's concern is regarding the monthly bundle price for FiOS Internet and Television services. The consumer stated the monthly bundle price should be $52.99. The bundle price is $and there
is an additional charge of $for the FiOS equipment and additional premium channel of HBO. The consumer is currently getting a monthly discount for $which expires on 3/**/and also a monthly discount of $which does not have an expiration date. The increase on the consumers 2/**/bill was a charge for FiOS TV restoral for $50.00. The consumer made a payment on 1/**/the same day the service was interrupted for non- payment. As a courtesy, Verizon made an adjustment to bill for the restoral charge of $50.00. The total adjustment is $55.52. The consumer contacted Verizon and requested to disconnect services on 3/**/17. The consumer will receive a final bill in April
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,
*** ***
The only information viewable at this time is the tracking number for the refund; tracking number *** on 2**/(this is when the refund posted the account) for $This information can be used to trace the refund with the bank the customer was using during that time
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 $monthly fee is unacceptable. The fee should be waived or a refurbished router should be provided at no cost. Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry that we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate an order placed on December 4, for a Dell Inspiron Laptop for a total with shipping and handling of $The order was shipped and delivered to ***Miami, FL
Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claimAn affidavit of "Unauthorized Use" was sent to Mr*** on April 2, to complete and return to usOur records also indicate Mr*** was advised he needed to file a police report and return it with the affidavitOn May 5, we received the completed affidavit; however, we did not receive a copy of the police report
Once our Credit Risk Department has received the police report, they will conduct the investigation and notify Mr*** by mail of the outcome, including any corrective measures/adjustments made to his credit fileMr*** should allow up to days from the date he mails the police report for this process to be completed
We appreciate Mr***'s assistance and patienceThank you for allowing us to assist and explain
Sincerely,
Vi F*
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 8, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The affidavit gives them full authorization to prosecute and investigateI exhausted my paid days off and cannot take any time off from work to resolve something that is not mineThey refuse to release the name and cardholder info of the person making paymentsAt this point in time I have opted to move forward with a lawsuit for damages, loss wagesPlease supply all payment information names credit card numbers and signatures along with id supplied at time of account openingAlso please escalate this matter to your legal departmentThis is a notice of intent to proceed with a civil suit seeking damagesI was recently passed up for a higher position at work due to this delinquent account that isn't mine
Final Consumer Response /* (4200, 19, 2015/06/12) */
***Document Attached***
Police report case number attached, immediate removal requested
Final Business Response /* (4000, 23, 2015/06/24) */
CONFIDENTIAL COMMUNICATION
June 24,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Mr*** regarding a WebBank/Fingerhut Advantage Credit Account
Our Credit Risk Department has completed their investigation, confirmed the account's fraudulent status, and marked it accordinglyMr*** should be receiving a letter confirming the handling of the account and that the credit inquiry and trade-line will be deleted from every bureau on which they appeared within 10-days
We understand Mr*** is requesting the complete bank account number and routing number as well as the entire account number associated with the Visa Debit Card in regard to the payments we have received on this accountPlease understand that customer confidentiality and the safe keeping of their records are among our top prioritiesDue to the sensitive nature of the information we cannot provide the complete details to Mr***The information previously provided should be adequate for him to verify with his financial institution if the payments were made from his personal bank account(s)
In order for us to supply the full bank account number that Mr*** is requesting that was used on this account to make payments, a subpoena will need to be submitted by the investigator (Miami-Dade PD in this case)Once our Legal Department approves the submitted subpoena, we will be able to supply the investigator with full account information, including the full bank account numberUnfortunately we are not able to supply Mr*** with the full bank account number directly, as he is stating the Fingerhut account is not affiliated with him
Having provided all information available to us, we consider this matter closedThank you for allowing us to explain
Sincerely,
Vi F*
Executive Care Team
VF/bw
Upon receipt of the complaint filed Verizon’s technical support team has reviewed the consumer’s accountThe consumer’s concern is since their email has been migrated over to *** they are receiving a lot of SPAM emailsVerizon has reviewed the notes on the consumer’s account and we have tried multiple times to educate the consumer on what Spam email is and options on how to prevent Spam email. Verizon contacted the consumer and advised it is impossible to prevent all Spam email. The consumer is upset stating they pay for *** email. Unfortunately the consumer does not pay *** for email service and even though they pay Verizon for phone, TV , and internet they have never paid for email service with Verizon either. Email has always been a free service. Verizon customers who have migrated over to *** are not charged for *** basic support. If they require Premium email support beyond online help and changing a password they have to sign up for that and then there is a charge from ***. We also advise the consumer that any secure information is never shared with 3rd parties but if they have put their email on various websites that information can be shared by those sites. The consumer has our contact information should they have any further concerns
Our records do not reflect that a trouble ticket was initiated on May **, On May **, trouble ticket *** was initiated regarding Set Top Box (STB) issuesOn May **, a technician was dispatched and notated the trouble ticket “No Access”The trouble ticket was closed out
due to “No Access” On May **, trouble ticket was *** was initiated and a technician was dispatched.The technician replaced the Optical Network Terminal (ONT) and the service was restored As a courtesy, on May **, credit in the amount of $($plus tax) was issued to the accountThe credit amount of $includes tax and may take 1-bill cycles to post to the account We trust that this information will assist you in closing this complaintWe apologize for any inconvenience *** *** may have experienced as a result of this issueIf you have any questions regarding this matter, please contact our office at 1/###-###-#### EXT ***. Sincerely, *** **Executive Customer Relations
According to our records, the customer initially agreed to a two-year Solutions Bundle agreement that was effective June **, 2015. This two-year agreement was an auto-renewal term plan. The initial notification the two-year Solutions Bundle was an auto-renewal term plan was indicated on
the customer’s July **, bill statementThe following notification was indicated: Important Information About Additions or Renewals to Term Plans Some of your services include special pricing based on a 2-year auto-renewal Term PlanTo continue to receive these discount rates, you must maintain these services through the Term commitment period(s) noted belowIf you disconnect your services before the end of your commitment period, you will be billed a Termination Fee of 35% of the base monthly charges for the remaining commitment periodHigh Speed Internet commitment period thru Jun **, Solutions for Business Line(s) Commitment Period thru Jun **, The customer was notified of the impending auto-renewal on the March **, and April **, bill statements. The notification on each statement indicated the following: Important Information About Term Plan Expiration Some of your services include special pricing based on a 2-year Term Plan that will automatically renew for another 2-year commitment period from the date(s) shown belowIf you wish to cancel your next Term renewal and discount, please call us at the number listed on your bill days prior to days after the date(s) listedWe can then move your service to a month-to-month rate planOtherwise, no action is needed and your service term will renew at the applicable Term discount ratesSolutions for Business Line(s) Commitment Period thru Jun **, High Speed Internet Commitment Period thru Jun **, In addition, notification the two-year Solutions Bundle was renewed was indicated on the June **, bill statement. The following was noted: Important Information About Term Plan Expiration Some of your services include special pricing based on a 2-year Term Plan that will automatically renew for another 2-year commitment period from the date(s) shown belowIf you wish to cancel your next Term renewal and discount, please call us at the number listed on your bill days prior to days after the date(s) listedWe can then move your service to a month-to-month rate planOtherwise, no action is needed and your service term will renew at the applicable Term discount ratesSolutions for Business Line(s) Commitment Period thru Jun **, High Speed Internet Commitment Period thru Jun **, I spoke to the customer on November **, and advised of the aforementioned. I explained that the auto-renewal notification was not in fine print and notification that the bill contained information concerning the auto-renewal was indicated on page one of the bill statement directly beneath the total amount due for the billShould the customer disconnect services prior to fulfilling the two-year agreement, the customer will be liable for an early termination feeThe customer was not satisfied with the resolution and disconnected the call
A customer service representative contacted the customer regarding her billing concerns. The customer was advised verbally and by email or the following: We have processed a total of $in credits to correct the past bills through the February statement down to the $monthly
rate for service. The March bill will post this weekend and the representative will need to manually correct that statementWe have added additional discounts to restore the $monthly rate going forward through the end of the contract in January of 2018. One if these discounts will appear as a credit each month in the Specials and Promotions section of the customer’s billThe representative will continue to monitor the bills to ensure accuracy and contact the customer again once the necessary corrections have been made to the March bill. The representative referred the customer to our verizon.com website to view the credits processed at her convenience
Verizon investigation located the order placed on 2/**/16, and reviewed the account with the order and the services and prices on the bill matched what was on the Service Order Confirmation sent to the customer. MsP*** spoke with a Verizon representative on 3/*/and the representative
issued an adjustment totaling $for the first installment for the FiOS Setup fee of $which was billed on the February bill. The representative advised the customer they would suppress the billing for the remaining two installments. Unfortunately that did not happen and the customer was again billed the second installment of $on the March bill. On March **, 2016, credit was issued totaling $for the second installment billed which will post to the April bill. The representative put through a request to suppress billing of the last installment. On March **, 2016, I called MsP*** to acknowledge the complaint. MsP*** advised it was not a good time for her to talk and requested a call back after 9:30AM. I advised I would have a billing representative call her back. Verizon Appeals Billing representative called MsP*** back and she advised she was driving and could not talk and didn't have her head set. The representative called her back leaving her contact information in her voice mail. Verizon representative called MsP*** again on April *, 2016, and left a message for a call back and provided contact information. On 4/*/I called and spoke with MsP*** and confirmed she has received the messages from the Verizon Billing representative and will call the representative to address any billing discrepancy she may have. I verified with the Billing representative there was no call back from MsP*** and the representative left another message for MsP*** on 4/*/16. Verizon will address MsP*** dispute further when she calls back. Joyce D***Verizon Executive Relations SrAnalyst
Company records show that in 9/the customer was advised the sfee would be waivedOn 2/*/the company issued credit totaling $for the cost involvedCalls to discuss this with the customer have been unsuccessful
Executive Relations Team/***- Revdex.com *** - 04/**/12:55pm- I called *** *** *** *** and spoke with *** ***I advised her a manual refund check request was sent 04/**/and to allow 10-days for receipt of the checkI apologized that it took so long to get her refund
check processed
Verizon account representative and he advised me of the following. We Agreed to cover month internet ($45) since he have had poor service for over weeks and still doesnt have a routerAlso agreed to cover charge for quantum gateway router from the time you receives it
until end of contract April *, He will cover the monthly charge via recurring creditHe have a follow up set for October *** to create recurring adjustment as well as to credit any shipping and handling fees
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
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
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
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 ***
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,
*** ***
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer's concern is regarding the monthly bundle price for FiOS Internet and Television services. The consumer stated the monthly bundle price should be $52.99. The bundle price is $and there
is an additional charge of $for the FiOS equipment and additional premium channel of HBO. The consumer is currently getting a monthly discount for $which expires on 3/**/and also a monthly discount of $which does not have an expiration date. The increase on the consumers 2/**/bill was a charge for FiOS TV restoral for $50.00. The consumer made a payment on 1/**/the same day the service was interrupted for non- payment. As a courtesy, Verizon made an adjustment to bill for the restoral charge of $50.00. The total adjustment is $55.52. The consumer contacted Verizon and requested to disconnect services on 3/**/17. The consumer will receive a final bill in April
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,
*** ***
The only information viewable at this time is the tracking number for the refund; tracking number *** on 2**/(this is when the refund posted the account) for $This information can be used to trace the refund with the bank the customer was using during that time
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 $monthly fee is unacceptable. The fee should be waived or a refurbished router should be provided at no cost. Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/05/26) */
*
*
CONFIDENTIAL COMMUNICATION
May 26,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry that we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate an order placed on December 4, for a Dell Inspiron Laptop for a total with shipping and handling of $The order was shipped and delivered to ***Miami, FL
Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claimAn affidavit of "Unauthorized Use" was sent to Mr*** on April 2, to complete and return to usOur records also indicate Mr*** was advised he needed to file a police report and return it with the affidavitOn May 5, we received the completed affidavit; however, we did not receive a copy of the police report
Once our Credit Risk Department has received the police report, they will conduct the investigation and notify Mr*** by mail of the outcome, including any corrective measures/adjustments made to his credit fileMr*** should allow up to days from the date he mails the police report for this process to be completed
We appreciate Mr***'s assistance and patienceThank you for allowing us to assist and explain
Sincerely,
Vi F
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 8, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The affidavit gives them full authorization to prosecute and investigateI exhausted my paid days off and cannot take any time off from work to resolve something that is not mineThey refuse to release the name and cardholder info of the person making paymentsAt this point in time I have opted to move forward with a lawsuit for damages, loss wagesPlease supply all payment information names credit card numbers and signatures along with id supplied at time of account openingAlso please escalate this matter to your legal departmentThis is a notice of intent to proceed with a civil suit seeking damagesI was recently passed up for a higher position at work due to this delinquent account that isn't mine
Final Consumer Response /* (4200, 19, 2015/06/12) */
***Document Attached***
Police report case number attached, immediate removal requested
Final Business Response /* (4000, 23, 2015/06/24) */
CONFIDENTIAL COMMUNICATION
June 24,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Mr*** regarding a WebBank/Fingerhut Advantage Credit Account
Our Credit Risk Department has completed their investigation, confirmed the account's fraudulent status, and marked it accordinglyMr*** should be receiving a letter confirming the handling of the account and that the credit inquiry and trade-line will be deleted from every bureau on which they appeared within 10-days
We understand Mr*** is requesting the complete bank account number and routing number as well as the entire account number associated with the Visa Debit Card in regard to the payments we have received on this accountPlease understand that customer confidentiality and the safe keeping of their records are among our top prioritiesDue to the sensitive nature of the information we cannot provide the complete details to Mr***The information previously provided should be adequate for him to verify with his financial institution if the payments were made from his personal bank account(s)
In order for us to supply the full bank account number that Mr*** is requesting that was used on this account to make payments, a subpoena will need to be submitted by the investigator (Miami-Dade PD in this case)Once our Legal Department approves the submitted subpoena, we will be able to supply the investigator with full account information, including the full bank account numberUnfortunately we are not able to supply Mr*** with the full bank account number directly, as he is stating the Fingerhut account is not affiliated with him
Having provided all information available to us, we consider this matter closedThank you for allowing us to explain
Sincerely,
Vi F
Executive Care Team
VF/bw
Upon receipt of the complaint filed Verizon’s technical support team has reviewed the consumer’s accountThe consumer’s concern is since their email has been migrated over to *** they are receiving a lot of SPAM emailsVerizon has reviewed the notes on the consumer’s account and we have tried multiple times to educate the consumer on what Spam email is and options on how to prevent Spam email. Verizon contacted the consumer and advised it is impossible to prevent all Spam email. The consumer is upset stating they pay for *** email. Unfortunately the consumer does not pay *** for email service and even though they pay Verizon for phone, TV , and internet they have never paid for email service with Verizon either. Email has always been a free service. Verizon customers who have migrated over to *** are not charged for *** basic support. If they require Premium email support beyond online help and changing a password they have to sign up for that and then there is a charge from ***. We also advise the consumer that any secure information is never shared with 3rd parties but if they have put their email on various websites that information can be shared by those sites. The consumer has our contact information should they have any further concerns
Our records do not reflect that a trouble ticket was initiated on May **, On May **, trouble ticket *** was initiated regarding Set Top Box (STB) issuesOn May **, a technician was dispatched and notated the trouble ticket “No Access”The trouble ticket was closed out
due to “No Access” On May **, trouble ticket was *** was initiated and a technician was dispatched.The technician replaced the Optical Network Terminal (ONT) and the service was restored As a courtesy, on May **, credit in the amount of $($plus tax) was issued to the accountThe credit amount of $includes tax and may take 1-bill cycles to post to the account We trust that this information will assist you in closing this complaintWe apologize for any inconvenience *** *** may have experienced as a result of this issueIf you have any questions regarding this matter, please contact our office at 1/###-###-#### EXT ***. Sincerely, *** **Executive Customer Relations
According to our records, the customer initially agreed to a two-year Solutions Bundle agreement that was effective June **, 2015. This two-year agreement was an auto-renewal term plan. The initial notification the two-year Solutions Bundle was an auto-renewal term plan was indicated on
the customer’s July **, bill statementThe following notification was indicated: Important Information About Additions or Renewals to Term Plans Some of your services include special pricing based on a 2-year auto-renewal Term PlanTo continue to receive these discount rates, you must maintain these services through the Term commitment period(s) noted belowIf you disconnect your services before the end of your commitment period, you will be billed a Termination Fee of 35% of the base monthly charges for the remaining commitment periodHigh Speed Internet commitment period thru Jun **, Solutions for Business Line(s) Commitment Period thru Jun **, The customer was notified of the impending auto-renewal on the March **, and April **, bill statements. The notification on each statement indicated the following: Important Information About Term Plan Expiration Some of your services include special pricing based on a 2-year Term Plan that will automatically renew for another 2-year commitment period from the date(s) shown belowIf you wish to cancel your next Term renewal and discount, please call us at the number listed on your bill days prior to days after the date(s) listedWe can then move your service to a month-to-month rate planOtherwise, no action is needed and your service term will renew at the applicable Term discount ratesSolutions for Business Line(s) Commitment Period thru Jun **, High Speed Internet Commitment Period thru Jun **, In addition, notification the two-year Solutions Bundle was renewed was indicated on the June **, bill statement. The following was noted: Important Information About Term Plan Expiration Some of your services include special pricing based on a 2-year Term Plan that will automatically renew for another 2-year commitment period from the date(s) shown belowIf you wish to cancel your next Term renewal and discount, please call us at the number listed on your bill days prior to days after the date(s) listedWe can then move your service to a month-to-month rate planOtherwise, no action is needed and your service term will renew at the applicable Term discount ratesSolutions for Business Line(s) Commitment Period thru Jun **, High Speed Internet Commitment Period thru Jun **, I spoke to the customer on November **, and advised of the aforementioned. I explained that the auto-renewal notification was not in fine print and notification that the bill contained information concerning the auto-renewal was indicated on page one of the bill statement directly beneath the total amount due for the billShould the customer disconnect services prior to fulfilling the two-year agreement, the customer will be liable for an early termination feeThe customer was not satisfied with the resolution and disconnected the call
A customer service representative contacted the customer regarding her billing concerns. The customer was advised verbally and by email or the following: We have processed a total of $in credits to correct the past bills through the February statement down to the $monthly
rate for service. The March bill will post this weekend and the representative will need to manually correct that statementWe have added additional discounts to restore the $monthly rate going forward through the end of the contract in January of 2018. One if these discounts will appear as a credit each month in the Specials and Promotions section of the customer’s billThe representative will continue to monitor the bills to ensure accuracy and contact the customer again once the necessary corrections have been made to the March bill. The representative referred the customer to our verizon.com website to view the credits processed at her convenience
Upon receipt of this rebuttal we spoke with *** *** and he confirmed he is satisfied with the resolution
Verizon investigation located the order placed on 2/**/16, and reviewed the account with the order and the services and prices on the bill matched what was on the Service Order Confirmation sent to the customer. MsP*** spoke with a Verizon representative on 3/*/and the representative
issued an adjustment totaling $for the first installment for the FiOS Setup fee of $which was billed on the February bill. The representative advised the customer they would suppress the billing for the remaining two installments. Unfortunately that did not happen and the customer was again billed the second installment of $on the March bill. On March **, 2016, credit was issued totaling $for the second installment billed which will post to the April bill. The representative put through a request to suppress billing of the last installment. On March **, 2016, I called MsP*** to acknowledge the complaint. MsP*** advised it was not a good time for her to talk and requested a call back after 9:30AM. I advised I would have a billing representative call her back. Verizon Appeals Billing representative called MsP*** back and she advised she was driving and could not talk and didn't have her head set. The representative called her back leaving her contact information in her voice mail. Verizon representative called MsP*** again on April *, 2016, and left a message for a call back and provided contact information. On 4/*/I called and spoke with MsP*** and confirmed she has received the messages from the Verizon Billing representative and will call the representative to address any billing discrepancy she may have. I verified with the Billing representative there was no call back from MsP*** and the representative left another message for MsP*** on 4/*/16. Verizon will address MsP*** dispute further when she calls back. Joyce D***Verizon Executive Relations SrAnalyst
Company records show that in 9/the customer was advised the sfee would be waivedOn 2/*/the company issued credit totaling $for the cost involvedCalls to discuss this with the customer have been unsuccessful
Executive Relations Team/***- Revdex.com *** - 04/**/12:55pm- I called *** *** *** *** and spoke with *** ***I advised her a manual refund check request was sent 04/**/and to allow 10-days for receipt of the checkI apologized that it took so long to get her refund
check processed
Company records show that ###-###-#### is a Verizon Wireless numberPlease refer this matter to Verizon Wireless