A Specialist spoke with the customer on June *** to discuss her monthly bundle charges. The Specialist reviewed the case information with the customer. She advised the customer that she would investigate the pricing and what needs to be done to meet the price she was expecting. The Specialist advised the customer she would call her after the weekend. The Specialist called on June 6th, but there was no answer and voicemail wasn't set up yet. The Specialist was able to reach the customer on June *** and offered to reduce her plan to Extreme HD and give a $credit for months to give rate of $164.00. The customer stated she still is satisfied. The Specialist asked for the customer's prior account number so she could review the prior account and current account to make a better determination of what she was promised and what action Verizon could take. The Specialist spoke to the customer on June 12th and she asked that the Specialist call her back on the *** at 2:00pm. The Specialist called back on the *** and there was no answer and the voicemail wasn't set up. The Specialist spoke to the customer on June 16th and again offered to bring the customer's account down to the Extreme HD package and she gave her a $credit for monthsThis will bring her monthly bill to $per month for months. The customer agreed to the change. The Specialist also was able to put on credits for the past months to reflect that rate based on previous conversation with the customerIn total the Specialist credited back $and advised the customer the credit would appear on her July *** billThe customer thought she was owed more back and the Specialist advised this would be the best that we would be able to do.A Repair Specialist was able to reach the customer on June *** to discuss her internet speed and when would be a good time to trouble shoot. The customer asked the Specialist to call her on June *** around 12:00. The customer has FIOS Quantum 100/Mbps on her account. The Specialist spoke with the customer on the *** he advised her that he ran speed tests and they showed she is getting a Provisioned Download / Upload Bandwidth / Mbps, but the Speed Test Download / Upload Bandwidth is showing / MbpsThe Specialist advises the customer of this, but she advised that connection drops often wired and wireless and the router was replaced on May **, The customer asked if a technician could be dispatched to her home. The Specialist created a trouble ticket, NYEG0L4EXA with a dispatch of June *, by 4:00pm. The ticket was closed on June 5th at 10:38pm stating change precaution Optical Network terminal and Router. The Specialist reached out to the customer on June *** to verify everything is working, but couldn't reach the customer. The Specialist ran test and everything is testing ok
The customer’s account was reviewed. Based on the review of the account, two recurring adjustments were created, one for $and one for $due to ordering issues and loss of channelsOne recurring adjustment was systemically cancelled as a result of an upgrade in TV services from
Prime TV to Extreme TV. Credits were issued on the account for $and $on 07/**/for the June bill. T A representative spoke to the customer on July **, and explained the changes and credits issued on the account. The customer was satisfied with the resolution
Subsequent to receipt of the complaint, I forwarded *** ***’sconcerns to our billing department for investigation. A Verizon billing representative spoke to ***
*** on June **, and reviewed her services. The representative explained that thecustomer renewed her bundle December *,
with Extreme High Definition,25/data, FiOS Digital Voice for $114.99. However, the customer changed her bundle on February *, toPreferred High Definition, 75/data, FiOS Digital voice for $119.99. *** ***’s old bundle was $but thisplan had expired as of December *, 2014. *** *** was satisfied with the review and had no furtherquestions
A Billing Specialist contacted the customer and advised that their service had been switched back to their correct package. The representative issued a credit for $for the difference in the two packages
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** While Verizon did reach out to me there is no time line or answer as to when this problem will be fixed or resolved I expect to hear from them again soon (hopefully) I do not have much faith that the problem will be fixed very quickly as this has been a problem since September
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:
The woman I spoke to over the phone regarding my complaint assured me that I would be getting a full refundAnd nothing has been changed on my bill yet
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
A Verizon representative spoke with *** *** on 2/*/The representative advised that there was no record of him being advised that there would be no charge for the technician visit to relocate the modemAs a compromise the representative agreed to adjust the technician visit fee $and
the order processing fee of $An adjustment of $(includes tax) was applied to *** *** account on 2/*/
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:
As of today, 1/**/16, no credit has been received as promised
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On 1/**/I spoke with *** ***, apologized and acknowledged the complaintI advised I could see record that he was advised he would receive $creditI advised would investigate for resolutionVerizon Appeals Billing representative spoke with *** *** on 1/**/16, and issued
$credit to account ###-###-#### resulting in a credit balance of $77.88. Verizon Apologizes for the inconvenience.Joyce D***Verizon Executive Relations SrAnalyst
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI expect confirmation of resolution in 4-weeks, when the refund is receivedI have the contact information of a company representative should the refund not be received in weeks.
Sincerely,
** ***
On 2/**/17, a Verizon representative spoke with the customer about the account. The representative advised the customer that Verizon submitted a request to the credit agencies to remove the account from the customer’s report. Verizon’s records show adjustments posted to the account on 1/**/and the account has a credit balance of $Once the final bill generates showing the credit balance, it will be processed for refunding to the customerThe representative also explained to the customer that the credit agencies can take up to days to update their records. Verizon emailed the customer a copy of the deletion letter and the customer has confirmed receipt of the letter. We apologize for the inconvenience this matter caused
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 am responding now because the Revdex.com has a history of closing my grandmother's case without any follow up and confirmation that the issue was resolvedI learned that this was because an "action" must be taken within days of the message otherwise the case will automatically be closedPlease note that people's daily lives do not revolve around checking and responding to emailAlthough everything is now dependent upon technology, it is outrageous that a consumer's case would be automatically closed if there is no response within days.Thus, I am responding now in case my everyday life prevents me from responding after tomorrow when Verizon is scheduled to go to my grandmother's apartment to finally restore her telephone service.Preliminarily, I never stated that my grandmother was charged $for the voicelink deviceWhat I stated was that Verizon repeatedly called and left messages threatening to charge her $if the device was not returnedI spoke to numerous Verizon representatives over the phone and advised them that my grandmother's phone service had not been fixed and that the issue was not resolvedDespite such representatives advising me that they would make a note of it, I continued to receive telephone calls stating that she would be charged $if the device was not returned. More recently, I was able to speak to a representative who assisted me in setting up an appointment for my grandmother to have the voice link device installed correctly and permanently without chargeThis will, I am told, fix my grandmother's telephone serviceHowever, I do not know whether her telephone service will be fixed until after Verizon goes to the appointment and correctly installs the deviceThe appointment is currently scheduled for tomorrow, Wednesday, February *, Thus, I am rejecting the business's response as it is unclear whether my grandmother's telephone service will be restoredVerizon's response is premature at this timeAs such, I am rejecting it until my grandmother's telephone service is actually fixed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
Dear *** ***According to our records, *** *** received a final bill on or around June **, and was concerned about the total amount*** *** expressed that when he spoke with a Verizon representative on May **, to cancel his account, he was told his bill was paid through
June **, and that he should not have had any charges on his final billVerizon spoke to the customer on July **, and apologized for any misinformation receivedWe also confirmed that the last payment received on May **, for the amount of $was posted in relation to the bill statement covering 04/**/- 05/**/The last bill statement charged to *** *** was for services used from 05/**/- 06/**/in the amount of $in which we are still awaiting payment. Our Verizon customer service team has sent the last three bill statements to our customer spanning from April **, up until June **, These three billing statements should assist in pinpointing the payment historyVerizon has also reviewed the monthly billing statements to ensure its accuracyWe show the billing to be correct and void of errorsWe hope this information will assist you with this complaint
The case was sent to the business office for review.Records indicate that all bills shows when discounts will be expiringIn addition, in the April bill, on summary page, there is a section VERIZON NEWS: it included, Promotions endingAlso, records do not indicate any contact from the
customer to the company concerning bill increasesThe customer did re-bundle and it appears it was done online and is in a new 2-year contract with $in discounts, and data upgrade to 75m with new router at no cost.On 11/**/16, a specialist spoke with the customer and explained this and that we cannot make any changes without contact either by phone or onlineShe explained that her current contract is providing additional savings but also provides set bundle rateOnce that is done, if Verizon rates increase, her account is impactedAs a courtesy, the specialist offered a one-time bill credit of $and the customer acceptedThis credit will appear on her December bill
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI still have not received my new *** card in the mail but it has not been the full timeframe I was told when I made the phone callIf not received within the timeframe, I will be calling the number given to me for issuesI am pleased with the response and hopeful it will be resolved fully soon.
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 and I already paid in full my last bill for $thank you Revdex.com.
Sincerely,
*** ***
A Specialist spoke with the customer on Friday, October *** to discuss his discounts. The Specialist adjusted the bill by $because of the confusion when he temporarily suspended his service and thought his discounts would be held and were not. The customer was happy with the
outcome
Subsequent to receipt of the complaint, a Verizon billing consultant was unsuccessful in her attempts to speak to *** *** regarding her billing concerns. This information notwithstanding, Verizon records reflect that *** *** spoke with a billing consultant January *, 2017. A
credit of $was issued to the account and service order NJ was issued that changed the account to data only. *** *** had stated that she was having a problem with her set top box and had been having problems every month despite Verizon’s provisioning of new boxes. Records reflect multiple trouble tickets beginning in November 2016. The $credit represents two months of credit. The representative speaking to *** *** agreed to waive/adjust the $early termination fee once charged as the nonworking video outages are not the customer’s fault. The account was upgraded to 100/100mps with estimated monthly charges to be $per a standard order of confirmation emailed to the customer. The record further reflects that the customer understood the information and agreed to the resolution. Again, Verizon apologizes for *** ***’s experience and any inconvenience experienced by her
Verizon's position remains the sameThe grace period refers to the billing of an early termination fee onlyThe customer is responsible to pay for services used during the time the service was active
A Specialist spoke with the customer on June *** to discuss her monthly bundle charges. The Specialist reviewed the case information with the customer. She advised the customer that she would investigate the pricing and what needs to be done to meet the price she was expecting. The Specialist advised the customer she would call her after the weekend. The Specialist called on June 6th, but there was no answer and voicemail wasn't set up yet. The Specialist was able to reach the customer on June *** and offered to reduce her plan to Extreme HD and give a $credit for months to give rate of $164.00. The customer stated she still is satisfied. The Specialist asked for the customer's prior account number so she could review the prior account and current account to make a better determination of what she was promised and what action Verizon could take. The Specialist spoke to the customer on June 12th and she asked that the Specialist call her back on the *** at 2:00pm. The Specialist called back on the *** and there was no answer and the voicemail wasn't set up. The Specialist spoke to the customer on June 16th and again offered to bring the customer's account down to the Extreme HD package and she gave her a $credit for monthsThis will bring her monthly bill to $per month for months. The customer agreed to the change. The Specialist also was able to put on credits for the past months to reflect that rate based on previous conversation with the customerIn total the Specialist credited back $and advised the customer the credit would appear on her July *** billThe customer thought she was owed more back and the Specialist advised this would be the best that we would be able to do.A Repair Specialist was able to reach the customer on June *** to discuss her internet speed and when would be a good time to trouble shoot. The customer asked the Specialist to call her on June *** around 12:00. The customer has FIOS Quantum 100/Mbps on her account. The Specialist spoke with the customer on the *** he advised her that he ran speed tests and they showed she is getting a Provisioned Download / Upload Bandwidth / Mbps, but the Speed Test Download / Upload Bandwidth is showing / MbpsThe Specialist advises the customer of this, but she advised that connection drops often wired and wireless and the router was replaced on May **, The customer asked if a technician could be dispatched to her home. The Specialist created a trouble ticket, NYEG0L4EXA with a dispatch of June *, by 4:00pm. The ticket was closed on June 5th at 10:38pm stating change precaution Optical Network terminal and Router. The Specialist reached out to the customer on June *** to verify everything is working, but couldn't reach the customer. The Specialist ran test and everything is testing ok
The customer’s account was reviewed. Based on the review of the account, two recurring adjustments were created, one for $and one for $due to ordering issues and loss of channelsOne recurring adjustment was systemically cancelled as a result of an upgrade in TV services from
Prime TV to Extreme TV. Credits were issued on the account for $and $on 07/**/for the June bill. T A representative spoke to the customer on July **, and explained the changes and credits issued on the account. The customer was satisfied with the resolution
Subsequent to receipt of the complaint, I forwarded *** ***’sconcerns to our billing department for investigation. A Verizon billing representative spoke to ***
*** on June **, and reviewed her services. The representative explained that thecustomer renewed her bundle December *,
with Extreme High Definition,25/data, FiOS Digital Voice for $114.99. However, the customer changed her bundle on February *, toPreferred High Definition, 75/data, FiOS Digital voice for $119.99. *** ***’s old bundle was $but thisplan had expired as of December *, 2014. *** *** was satisfied with the review and had no furtherquestions
A Billing Specialist contacted the customer and advised that their service had been switched back to their correct package. The representative issued a credit for $for the difference in the two packages
Spoke to customer and adjusted amount and transfer credit to correct amount
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** While Verizon did reach out to me there is no time line or answer as to when this problem will be fixed or resolved I expect to hear from them again soon (hopefully) I do not have much faith that the problem will be fixed very quickly as this has been a problem since September
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:
The woman I spoke to over the phone regarding my complaint assured me that I would be getting a full refundAnd nothing has been changed on my bill yet
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
A Verizon representative spoke with *** *** on 2/*/The representative advised that there was no record of him being advised that there would be no charge for the technician visit to relocate the modemAs a compromise the representative agreed to adjust the technician visit fee $and
the order processing fee of $An adjustment of $(includes tax) was applied to *** *** account on 2/*/
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:
As of today, 1/**/16, no credit has been received as promised
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On 1/**/I spoke with *** ***, apologized and acknowledged the complaintI advised I could see record that he was advised he would receive $creditI advised would investigate for resolutionVerizon Appeals Billing representative spoke with *** *** on 1/**/16, and issued
$credit to account ###-###-#### resulting in a credit balance of $77.88. Verizon Apologizes for the inconvenience.Joyce D***Verizon Executive Relations SrAnalyst
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI expect confirmation of resolution in 4-weeks, when the refund is receivedI have the contact information of a company representative should the refund not be received in weeks.
Sincerely,
** ***
On 2/**/17, a Verizon representative spoke with the customer about the account. The representative advised the customer that Verizon submitted a request to the credit agencies to remove the account from the customer’s report. Verizon’s records show adjustments posted to the account on 1/**/and the account has a credit balance of $Once the final bill generates showing the credit balance, it will be processed for refunding to the customerThe representative also explained to the customer that the credit agencies can take up to days to update their records. Verizon emailed the customer a copy of the deletion letter and the customer has confirmed receipt of the letter. We apologize for the inconvenience this matter caused
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 am responding now because the Revdex.com has a history of closing my grandmother's case without any follow up and confirmation that the issue was resolvedI learned that this was because an "action" must be taken within days of the message otherwise the case will automatically be closedPlease note that people's daily lives do not revolve around checking and responding to emailAlthough everything is now dependent upon technology, it is outrageous that a consumer's case would be automatically closed if there is no response within days.Thus, I am responding now in case my everyday life prevents me from responding after tomorrow when Verizon is scheduled to go to my grandmother's apartment to finally restore her telephone service.Preliminarily, I never stated that my grandmother was charged $for the voicelink deviceWhat I stated was that Verizon repeatedly called and left messages threatening to charge her $if the device was not returnedI spoke to numerous Verizon representatives over the phone and advised them that my grandmother's phone service had not been fixed and that the issue was not resolvedDespite such representatives advising me that they would make a note of it, I continued to receive telephone calls stating that she would be charged $if the device was not returned. More recently, I was able to speak to a representative who assisted me in setting up an appointment for my grandmother to have the voice link device installed correctly and permanently without chargeThis will, I am told, fix my grandmother's telephone serviceHowever, I do not know whether her telephone service will be fixed until after Verizon goes to the appointment and correctly installs the deviceThe appointment is currently scheduled for tomorrow, Wednesday, February *, Thus, I am rejecting the business's response as it is unclear whether my grandmother's telephone service will be restoredVerizon's response is premature at this timeAs such, I am rejecting it until my grandmother's telephone service is actually fixed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
Dear *** ***According to our records, *** *** received a final bill on or around June **, and was concerned about the total amount*** *** expressed that when he spoke with a Verizon representative on May **, to cancel his account, he was told his bill was paid through
June **, and that he should not have had any charges on his final billVerizon spoke to the customer on July **, and apologized for any misinformation receivedWe also confirmed that the last payment received on May **, for the amount of $was posted in relation to the bill statement covering 04/**/- 05/**/The last bill statement charged to *** *** was for services used from 05/**/- 06/**/in the amount of $in which we are still awaiting payment. Our Verizon customer service team has sent the last three bill statements to our customer spanning from April **, up until June **, These three billing statements should assist in pinpointing the payment historyVerizon has also reviewed the monthly billing statements to ensure its accuracyWe show the billing to be correct and void of errorsWe hope this information will assist you with this complaint
The case was sent to the business office for review.Records indicate that all bills shows when discounts will be expiringIn addition, in the April bill, on summary page, there is a section VERIZON NEWS: it included, Promotions endingAlso, records do not indicate any contact from the
customer to the company concerning bill increasesThe customer did re-bundle and it appears it was done online and is in a new 2-year contract with $in discounts, and data upgrade to 75m with new router at no cost.On 11/**/16, a specialist spoke with the customer and explained this and that we cannot make any changes without contact either by phone or onlineShe explained that her current contract is providing additional savings but also provides set bundle rateOnce that is done, if Verizon rates increase, her account is impactedAs a courtesy, the specialist offered a one-time bill credit of $and the customer acceptedThis credit will appear on her December bill
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI still have not received my new *** card in the mail but it has not been the full timeframe I was told when I made the phone callIf not received within the timeframe, I will be calling the number given to me for issuesI am pleased with the response and hopeful it will be resolved fully soon.
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 and I already paid in full my last bill for $thank you Revdex.com.
Sincerely,
*** ***
A Specialist spoke with the customer on Friday, October *** to discuss his discounts. The Specialist adjusted the bill by $because of the confusion when he temporarily suspended his service and thought his discounts would be held and were not. The customer was happy with the
outcome
Subsequent to receipt of the complaint, a Verizon billing consultant was unsuccessful in her attempts to speak to *** *** regarding her billing concerns. This information notwithstanding, Verizon records reflect that *** *** spoke with a billing consultant January *, 2017. A
credit of $was issued to the account and service order NJ was issued that changed the account to data only. *** *** had stated that she was having a problem with her set top box and had been having problems every month despite Verizon’s provisioning of new boxes. Records reflect multiple trouble tickets beginning in November 2016. The $credit represents two months of credit. The representative speaking to *** *** agreed to waive/adjust the $early termination fee once charged as the nonworking video outages are not the customer’s fault. The account was upgraded to 100/100mps with estimated monthly charges to be $per a standard order of confirmation emailed to the customer. The record further reflects that the customer understood the information and agreed to the resolution. Again, Verizon apologizes for *** ***’s experience and any inconvenience experienced by her
Verizon's position remains the sameThe grace period refers to the billing of an early termination fee onlyThe customer is responsible to pay for services used during the time the service was active