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
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,*** ***
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
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
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
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/*/
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
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,
*** ***
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 ***, 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 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 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
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
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
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,
*** ***
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,
*** ***
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
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,
*** ***
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
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,*** ***
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
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
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
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/*/
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
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# ***, 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,
*** ***
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 ***, 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 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 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
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
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
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,
*** ***
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,
*** ***
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
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,
*** ***