Upon receipt of the complaint, a message was left on the customer's answering machineThe issue was referred to the appropriate department to review and investigateThe customer spoke with a representative when placing the order over the telephoneThere is a note on the account in reference
to The Japanese ChannelThe customer spoke with a representative on October *, 2016 that he was promised by the last representative there would be a $discount for The Japanese Channel and he was promised a call back which he did not receiveThere are no discounts for The Japanese Channel or Set Top BoxesAs stated in the complaint, there is an existing $Valued Customer discountThe representative increased the discount to $15.00. I spoke with the customer on October **, apologized for the inconvenience and advised the Valued Customer discount was increased for months
On 7/**/17, a Verizon Local Manager spoke with the customer about the line. The Local Manager advised Verizon is scheduled to bury the line in the morning, 8/**/17. Verizon's records show this is a second issue with temporary lines placed. Records do show Verizon did not have
a ticket placed for the current line. We apologize for the inconvenience this matter has caused. The Local Manager has committed to the resolution of this concern
According to our records, the customer was not called to renew the two-year Solutions Bundle. This was an auto-renewal of the initial two-year Solutions Bundle that was effective on September **, . The customer was notified of the impending auto-renewal on her July **, and
August **, bill statements. The notification on each the bill statements 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 before 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) term commitment period thru Sep **, Fios Internet 75M/75M - 2YR commitment period thru Aug **, Preferred Voice commitment period thru Aug **, Notification that the FiOS Internet was renewed was indicated on the September **, bill statement. The following was noted:advised that she would pursue further witImportant 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 periodFios Internet 75M/75M - 2YR commitment period thru Aug **, 2019In addition, notification that the Solutions Bundle was renewed was indicated on the October **, bill statement. The following was noted: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 periodSolutions for Business Line(s) commitment period thru Sep **, 2019I spoke to *** *** on January **, and advised of the aforementionedI explained that should she disconnect any services prior to fulfilling the two-year agreement, she would be liable for an early termination fee. *** *** was not satisfied and h her attorney
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:
First, the tech never made it to my house, as was documented by your representativeSecond, the $credit still does not address double billing my address, or non-functioning serviceI have filed a formal notice of dispute with Verizon requesting mediation on 9/**, with a follow up request on 9/**, and they have not replied within the day guideline setIf verizon does not address my complain within the next weeks, I will be forced to take legal action against the company for their deceptive business practices.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.However, I find I troubling that I had to raise my problem with Verizon to the Revdex.com. Verizon's billing plans and their computer system is so complicated that their agents simply can't process even simple requests! Nor can they fix problems when they arise.n my case, it simply should not take calls to them and a Revdex.com complaint to accomplish and complete a simple change to service. Verizon needs to fix these problems now. I might add that I have had problems in most previous years when I have suspended service and have had to call on the Revdex.com for assistance before
Sincerely,
*** ***
A Verizon customer service representative discussed the matter with *** ***The representative advised the customer that once the final bill generates the ETF will be issued as credit to the account. The representative explained that an email will be sent to ***
*** confirming the adjustment. A follow up has been placed on the account to ensure the issue is resolved to completion We apologize for the inconvenience *** *** experienced as a result of this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and after many attempts to reach them with no response someone finally after many weeks called me. Although I find their customer service response time and care putrid, I find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Please be advised, Verizon has made contact with the consumer and reviewed the account with himAs of 9/**/Verizon has issued full credit for the balance remaining on the accountTotal amount adjusted, $137.13. Verizon has agreed to follow up on the September statement to ensure
that any residual charges are adjustedUnfortunately Verizon cannot issue adjustments on the Verizon account for another companies billingVerizon apologizes for any unprofessional treatment received and/or any inconvenience caused surrounding this matter
Verizon spoke with the customer and reviewed her billing concerns with her *** bill on 5/**/Verizon explained the April bill was $of that amount $in *** charges billed for dates 4/*-4/** was sent back to *** by VerizonVerizon issued prorated credit for phone and
internet ($33.98) based on the 5/*/disconnectionThe credits were reflected in the 5/**/Verizon bill leaving a balance of $The customer advised she would review the information provided against her bills and contact *** about their balance
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and the matter has been resolvedIt is unfortunate that it took a Revdex.com complaint for Verizon to listen to the frustration that I tried to communicate to their customer service representatives over multiple phone calls and hours spanning nearly monthsTerminating service with a provider should not be that painfulThe valuable time I spend trying to sort this out with Verizon was wasted, I should have contacted Revdex.com on day Customer satisfaction should not require a mediator.
Sincerely,
*** ***
Thank you for referring the complaint of *** *** to our office for review. We appreciate your bringing this matter to our attentionRecords show service order *** completed 09/**/establishing the FDV 50/ultimate HD Triple bundle for $124.99. This excludes rental
equipment, premium channels, enhanced service and applicable taxes and surcharges. A confirmation email was sent to *** outlining the monthly service, terms of service and cancelation policyRecords show service order *** completed 10/**/changing *** *** on the FiOS Digital Voice Unlimited, Unlimited HD and 50/data for $169.99. A confirmation email was sent to *** As a resolution to the complaint service order *** completed 11/**/establishing a $fiber credit with a $bill credit for monthsA Verizon representative spoke with *** *** who indicated satisfaction with the resolutionWe 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 */###-###-####Thank you, Amy BVerizon Executive Customer Relations */###-###-####
Spoke with *** *** to review final bill balance which includes credit for monthly recurring charges of fios services from date of suspension 7/**/to date billed in advance 8/**/plus $ETFCustomer requested copy of August bill showing ETF charge to get reimbursed from new
cable carrierConfirm balance due as of today, which included recent $payment on 9/**/15, of $Ok to close per *** ***
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] in this response it is about another matter and not about mineI do not know who the people are in this matterThis response is talking about a son trying to change his phone from his father's name to his and not about mine that is about a charge of 129.99 not or I think this response was sent to the wrong person
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Company records show that the customer has a bundle that includes a grandfathered TV plan A new contract or promotion would require the removal of his current planOn 8/**/15, Verizon called *** *** regarding his complaintHe advised it wasn’t a good timeOn 8/**/the company made
another attempt and was unsuccessful An email has been sent providing *** ***, direct contact information should he wish to discuss his account
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:
When I had called back on August of to inquire about the contract fee and told the customer service rep I did not believe I had one were I moved my service to a new address which I did talk to different reps about and only one tape was played for me I was advised it would be looked into and someone would get back to me if there was a problem and if not I was fineI never heard back until I was contacted by a collection agency for Verizon with whom I disputed the validity of the debt and never heard back from the collection agency who does have days to provide me with that information or Verizon for that matter .I would not have even know about this if I had not checked my credit report on my ownI want it removed from my credit report where Verizon customer service rep dropped the ball on their end and this is not my fault
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** ***
*** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attentionRecords indicate account was finalized July **, for FiOS TV and Internet by *** *** leaving an accrued balance in the amount of
$of unpaid monthly chargesThe order to disconnect services failed to send out return labels in order for customer to return equipment to VerizonWe are not showing any other phone calls to Verizon requesting RA Labels to be mailedOn December **, we were able to speak with *** *** acknowledging his concerns and placed an order to have return labels mailed via ***The tracking number was provided to *** *** on December **, with the scheduled delivery date of January *, On January *, 2016, we checked tracking and according to UPS website, package was delivered on January *, 2016. This same day we contacted *** *** whom acknowledged receiving the Return LabelsRegarding collection activity, the past due amount of $is still owed to Verizon and does not include equipment feesWe apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseRespectfully, Kevin Verizon SW Executive Relations
The case was acknowledge upon receipt and sent to a specialist for resolutionAccording to our records, an order was placed to disconnect the customer’s FiOS Digital Voice account on April *** with a due date of April ***. Due to a billing error the account continued to generate a
bill. A ticket was created to July *** to stop the billing. The ticket completed on July ***. The Final Bill generated on August *** with no new charges just a balance of $from the July *** billThe Specialist issued a credit in the amount of $leaving the account with a credit balance of $21.83. The refund was released today to be sent out to the billing address on the account. The refund check should be received within to business daysThe account was never credit reported
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 offered no relief given my concernsTherefore, my complaint has not been resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***
Thank you for referring the complaint of *** *** *** of MS Administrators to our office for review. We appreciate this matter being brought to our attention. *** *** expressed concern about trying to set up a network transformation order for his business. ***
*** was getting letters of interrupting for March **, 2018, however he stated that he could not get any assistance with the process. We contacted *** *** and have put him in contact with the engineering team that will be assisting with the transformation. They have scheduled a site visit that includes a preconstruction meeting with *** *** on April **, 2018. We have also provided *** *** with the engineers’ contact information as well have sent him an email stating that the interruption of services will not occur. *** ***’s services will remain active until the engineering department have concluded the wiring of the building. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter. Sincerely, Luis R*** Verizon Executive Relations Team
Upon receipt of the complaint, a message was left on the customer's answering machineThe issue was referred to the appropriate department to review and investigateThe customer spoke with a representative when placing the order over the telephoneThere is a note on the account in reference
to The Japanese ChannelThe customer spoke with a representative on October *, 2016 that he was promised by the last representative there would be a $discount for The Japanese Channel and he was promised a call back which he did not receiveThere are no discounts for The Japanese Channel or Set Top BoxesAs stated in the complaint, there is an existing $Valued Customer discountThe representative increased the discount to $15.00. I spoke with the customer on October **, apologized for the inconvenience and advised the Valued Customer discount was increased for months
On 7/**/17, a Verizon Local Manager spoke with the customer about the line. The Local Manager advised Verizon is scheduled to bury the line in the morning, 8/**/17. Verizon's records show this is a second issue with temporary lines placed. Records do show Verizon did not have
a ticket placed for the current line. We apologize for the inconvenience this matter has caused. The Local Manager has committed to the resolution of this concern
According to our records, the customer was not called to renew the two-year Solutions Bundle. This was an auto-renewal of the initial two-year Solutions Bundle that was effective on September **, . The customer was notified of the impending auto-renewal on her July **, and
August **, bill statements. The notification on each the bill statements 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 before 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) term commitment period thru Sep **, Fios Internet 75M/75M - 2YR commitment period thru Aug **, Preferred Voice commitment period thru Aug **, Notification that the FiOS Internet was renewed was indicated on the September **, bill statement. The following was noted:advised that she would pursue further witImportant 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 periodFios Internet 75M/75M - 2YR commitment period thru Aug **, 2019In addition, notification that the Solutions Bundle was renewed was indicated on the October **, bill statement. The following was noted: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 periodSolutions for Business Line(s) commitment period thru Sep **, 2019I spoke to *** *** on January **, and advised of the aforementionedI explained that should she disconnect any services prior to fulfilling the two-year agreement, she would be liable for an early termination fee. *** *** was not satisfied and h her attorney
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:
First, the tech never made it to my house, as was documented by your representativeSecond, the $credit still does not address double billing my address, or non-functioning serviceI have filed a formal notice of dispute with Verizon requesting mediation on 9/**, with a follow up request on 9/**, and they have not replied within the day guideline setIf verizon does not address my complain within the next weeks, I will be forced to take legal action against the company for their deceptive business practices.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.However, I find I troubling that I had to raise my problem with Verizon to the Revdex.com. Verizon's billing plans and their computer system is so complicated that their agents simply can't process even simple requests! Nor can they fix problems when they arise.n my case, it simply should not take calls to them and a Revdex.com complaint to accomplish and complete a simple change to service. Verizon needs to fix these problems now. I might add that I have had problems in most previous years when I have suspended service and have had to call on the Revdex.com for assistance before
Sincerely,
*** ***
A Verizon customer service representative discussed the matter with *** ***The representative advised the customer that once the final bill generates the ETF will be issued as credit to the account. The representative explained that an email will be sent to ***
*** confirming the adjustment. A follow up has been placed on the account to ensure the issue is resolved to completion We apologize for the inconvenience *** *** experienced as a result of this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and after many attempts to reach them with no response someone finally after many weeks called me. Although I find their customer service response time and care putrid, I find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Please be advised, Verizon has made contact with the consumer and reviewed the account with himAs of 9/**/Verizon has issued full credit for the balance remaining on the accountTotal amount adjusted, $137.13. Verizon has agreed to follow up on the September statement to ensure
that any residual charges are adjustedUnfortunately Verizon cannot issue adjustments on the Verizon account for another companies billingVerizon apologizes for any unprofessional treatment received and/or any inconvenience caused surrounding this matter
Verizon spoke with the customer and reviewed her billing concerns with her *** bill on 5/**/Verizon explained the April bill was $of that amount $in *** charges billed for dates 4/*-4/** was sent back to *** by VerizonVerizon issued prorated credit for phone and
internet ($33.98) based on the 5/*/disconnectionThe credits were reflected in the 5/**/Verizon bill leaving a balance of $The customer advised she would review the information provided against her bills and contact *** about their balance
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and the matter has been resolvedIt is unfortunate that it took a Revdex.com complaint for Verizon to listen to the frustration that I tried to communicate to their customer service representatives over multiple phone calls and hours spanning nearly monthsTerminating service with a provider should not be that painfulThe valuable time I spend trying to sort this out with Verizon was wasted, I should have contacted Revdex.com on day Customer satisfaction should not require a mediator.
Sincerely,
*** ***
Thank you for referring the complaint of *** *** to our office for review. We appreciate your bringing this matter to our attentionRecords show service order *** completed 09/**/establishing the FDV 50/ultimate HD Triple bundle for $124.99. This excludes rental
equipment, premium channels, enhanced service and applicable taxes and surcharges. A confirmation email was sent to *** outlining the monthly service, terms of service and cancelation policyRecords show service order *** completed 10/**/changing *** *** on the FiOS Digital Voice Unlimited, Unlimited HD and 50/data for $169.99. A confirmation email was sent to *** As a resolution to the complaint service order *** completed 11/**/establishing a $fiber credit with a $bill credit for monthsA Verizon representative spoke with *** *** who indicated satisfaction with the resolutionWe 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 */###-###-####Thank you, Amy BVerizon Executive Customer Relations */###-###-####
Spoke with *** *** to review final bill balance which includes credit for monthly recurring charges of fios services from date of suspension 7/**/to date billed in advance 8/**/plus $ETFCustomer requested copy of August bill showing ETF charge to get reimbursed from new
cable carrierConfirm balance due as of today, which included recent $payment on 9/**/15, of $Ok to close per *** ***
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] in this response it is about another matter and not about mineI do not know who the people are in this matterThis response is talking about a son trying to change his phone from his father's name to his and not about mine that is about a charge of 129.99 not or I think this response was sent to the wrong person
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Company records show that the customer has a bundle that includes a grandfathered TV plan A new contract or promotion would require the removal of his current planOn 8/**/15, Verizon called *** *** regarding his complaintHe advised it wasn’t a good timeOn 8/**/the company made
another attempt and was unsuccessful An email has been sent providing *** ***, direct contact information should he wish to discuss his account
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:
When I had called back on August of to inquire about the contract fee and told the customer service rep I did not believe I had one were I moved my service to a new address which I did talk to different reps about and only one tape was played for me I was advised it would be looked into and someone would get back to me if there was a problem and if not I was fineI never heard back until I was contacted by a collection agency for Verizon with whom I disputed the validity of the debt and never heard back from the collection agency who does have days to provide me with that information or Verizon for that matter .I would not have even know about this if I had not checked my credit report on my ownI want it removed from my credit report where Verizon customer service rep dropped the ball on their end and this is not my fault
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Representative explained to customer her bill does show not - =
*** ***
*** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attentionRecords indicate account was finalized July **, for FiOS TV and Internet by *** *** leaving an accrued balance in the amount of
$of unpaid monthly chargesThe order to disconnect services failed to send out return labels in order for customer to return equipment to VerizonWe are not showing any other phone calls to Verizon requesting RA Labels to be mailedOn December **, we were able to speak with *** *** acknowledging his concerns and placed an order to have return labels mailed via ***The tracking number was provided to *** *** on December **, with the scheduled delivery date of January *, On January *, 2016, we checked tracking and according to UPS website, package was delivered on January *, 2016. This same day we contacted *** *** whom acknowledged receiving the Return LabelsRegarding collection activity, the past due amount of $is still owed to Verizon and does not include equipment feesWe apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseRespectfully, Kevin Verizon SW Executive Relations
The case was acknowledge upon receipt and sent to a specialist for resolutionAccording to our records, an order was placed to disconnect the customer’s FiOS Digital Voice account on April *** with a due date of April ***. Due to a billing error the account continued to generate a
bill. A ticket was created to July *** to stop the billing. The ticket completed on July ***. The Final Bill generated on August *** with no new charges just a balance of $from the July *** billThe Specialist issued a credit in the amount of $leaving the account with a credit balance of $21.83. The refund was released today to be sent out to the billing address on the account. The refund check should be received within to business daysThe account was never credit reported
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 offered no relief given my concernsTherefore, my complaint has not been resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***
Thank you for referring the complaint of *** *** *** of MS Administrators to our office for review. We appreciate this matter being brought to our attention. *** *** expressed concern about trying to set up a network transformation order for his business. ***
*** was getting letters of interrupting for March **, 2018, however he stated that he could not get any assistance with the process. We contacted *** *** and have put him in contact with the engineering team that will be assisting with the transformation. They have scheduled a site visit that includes a preconstruction meeting with *** *** on April **, 2018. We have also provided *** *** with the engineers’ contact information as well have sent him an email stating that the interruption of services will not occur. *** ***’s services will remain active until the engineering department have concluded the wiring of the building. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter. Sincerely, Luis R*** Verizon Executive Relations Team