Please be advised, Verizon records reflect the consumer was billed $for a Pay Per View (PPV) program purchasedon 5/*/via the consumers remoteUpon receipt of the complaint filed, has spoken with the consumer regarding thedisputed charge and has offered to apply a %
adjustmentThe consumer has accepted the adjustmentTotal amount adjusted was $plus tax ($3.29)
Attention Revdex.com:Thank you for bringing case #*** to our attention. After careful review of this case it has been determined that this case would need to be redirected to Verizon Wireless for investigation and handling, as we do not handling wireless issues. Thank you for allowing us
to review this caseThank You James N
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding a final bill they received with an early termination fee. The consumer contacted Verizon on 5/**/to transfer their service to a new address. At the time the order was placed the consumer agreed to a two year contract with Verizon. The consumer completed a terms of service agreement which records the consumer's acceptance of the two year contract. On 7/**/Verizon contacted the consumer to go over the order they placed to move their service to the new location and we played the recording of the acceptance of the year contract. Verizon advised we sent the final bill to the address we had on file, the consumer did not provide a new mailing address or have forwarding set up thru the post office. Verizon provided the consumer our website *** to submit payment for their final bill. We also advised the consumer if they use paper check information for payment they will avoid paying the $bill matrix fee. The consumer understood and has our contact information should they have any further concerns
According to Verizon records, *** ***'s account was blocked from making toll calls on 7/**/due to returned paymentsThe customer was advised on 7/**/that the block would be removed after the account was brought to current status with a cash only paymentThe customer made a payment
on 8/**/using a debit cardOn 8/**/the customer was informed that since the payment was not made in cash, the block would not be removed until the payment clearedSince the last payment was returned by the bank days after it was received by Verizon, the customer was informed that the block could be on the line for daysOn 9/**/the 1+ (toll) block was removed from the accountThe 1+ (toll) block only prevents the customer from making long distance callsNo other features on the customer's account were blocked
Please be advised, Verizon has spoken with the consumer concerning his accountIt was explained that Verizon inadvertently issued double credit for the returned equipmentThe total charge for the unreturned equipment was $Verizon issued credit in the amount of $in error. On
5/*/Verizon corrected the account by debiting back the extra $that was given in error. Apologies have been given for this errorVerizon has set up payment arrangements on the account with the consumer making payment of $by 6/**/15, $by 7/*/and $by 8/*/We again apologize for any inconvenience caused surrounding this billing error
On 7/**/16, a Verizon representative spoke with the customer and changes were made per the customer’s request. The representative submitted an order changing the service to Local Unlimited Calling, with Dial tone and Caller ID. The representative also advised the monthly charges would be approximately $plus taxes and surcharges. The customer had no additional concerns
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention
On June *, 2015, a Verizon representative spoke with *** *** in regards to this inquiry. We advised that while fiber services are not available to his new address, Verizon does offer services with copper. We explained that if he keeps Verizon services that the early termination charge will be waived. *** *** declined to accept any Verizon services as he has a bundle deal with another company. *** *** is aware the early termination fee is billed correctly to his account. We trust this information will assist you in closing the complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter
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:
See initial issue
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon records indicate on 12/**/16, the customer called Verizon where he requested the Fully Loaded Entertainment pack be removed (he had a free promotion which expired 1/**/17)He chose to keep a 3pack premium of $for Starz/Showtime/HBO (no promotion)In addition, one HD box was added
which included a one-time shipping charge of $Additionally, the customer’s services were rebundledHis original Triple Play was $which included a $bundle discount that expires on 1/***18)The customer now had a $bundle with a $extended savings discount bringing the actual bundle price to $which expires on 12/**/The Triple Play products were unchanged (FDV/Preferred/75m)The estimated new monthly total was approximately $including taxes/feesThe customer was previously billed approximately $(however, he was not paying for premium channels with this rate)These changes were all made via order *** and Life on Fios which is our electronic contract acceptance was successfully completed by the customer on 12/**/approximately 7:11pmThe customer accuses Verizon representatives of adding the NBA League Pass to his accountHowever, the order to add NBA League Pass was placed on 12/**/via order *** using the Interactive Media Guide (via home remote control) at approximately 10:37pmAn email confirmation of the order was sent successfully on 12/**/and was opened on 1/**/The customer also disputes a payment fee of $The customer normally mails his payments, for whatever reason, he chose to make a payment by phone using Bill Matrix which and their processing fee is $This fee is not charged by VerizonThe customer can make payments at *** with no fee and the records indicate the customer is registered thereOn 1/**/17, Verizon Appeals Billing Representative spoke with *** *** advising him that the NBA League Pass was in fact ordered via his IMG/remote control on 12/**/at 10; 37pm, it was not ordered by any representatives at VerizonThe Representative advised him that the December statement billed $85, and Verizon adjusted $on 1/**/and on 1/**/17, the Representative adjusted the remaining $He was not charged on the January bill as the previous representative had canceled the service for him and the remaining installmentsThe amount due for the January charges is now $for which payment is due by 2/**/17. The Representative encouraged *** *** to add parental purchase and pin controls to his Set Top Box. *** *** was advised that if the boxes are reset or he loses power, he will need to re-establish his pin*** *** was satisfied and had no further issues
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,
*** *** ***
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,
*** ***
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 not honored their promise for the credit to be applied by 2/*/
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On 12/**/16, Verizon spoke with the customer and the early termination fee will be billedRecords indicate his wife accepted the terms of service via her mobile phone, agreeing to a 2yr commitment and if service was cancelled there would be a prorated early termination feeBased on this
information no credit will be issued as the early termination fee is a valid chargeThe customer was advised and understood the Verizon position
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:
While I very much appreciate MsM***'s (Verizon's response), MsM*** fails to mention that my credit report has been impacted (and downgraded by points!) because of Verizon's sending to collections an account that was supposed to be closed in August for services never received
Furthermore, while MsM*** (Verizon) states that a letter to the credit agencies has been submitted to correct the matter, I have no idea if that has actually been done. I also do not know whether the credit agencies will readjust my credit rating when/if, such a letter is received
Lastly, the credit to the account for the services never received apparently was processed on the same day that I submitted the complaint to the Revdex.com, not before
As a result, until the credit report impact is resolved (or I see a copy of the letter that Verizon apparently submitted to the reporting agencies), my complaint is not resolved. I appreciate that Verizon is doing what they can now (although only after a lot of frustrating experiences with their technical and customer service personnel as outlined in my original complaint), but given the impact to my credit rating due to Verizon's actions, the matter is not yet resolved.Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am still awaiting a copy of the transcript from my phone conversation with a Verizon Fios representative from 7/** and 8/* (in which I was advised there would be no cost for installation) and the full refund of the installation chargeI received a phone call from Margaret in Verizon Executive Customer Relations team on 8/** and was very appreciative that she reached out to me and agreed to refund/waive the $installation feeMargaret agreed to call me back on 9/** at which time she would manually credit my account the cost of the installation fee.When I received an email confirmation on 8/* of the details of my new bill and install charges I was told by that representative as follows "You'll see the $installation charge and an additional $fee on the list of charges but I will manually waive those once service is installed." Whether that representative gave me wrong info or not I can only believe what I am told during my phone interaction with that representativeNevertheless I will agree to close out my complaint upon receipt of the $credit to my account and a copy of a transcript from the Verizon representatives that I spoke with on 7/** and 8/** Thank You
Initial Business Response /* (1000, 5, 2015/06/04) */
CONFIDENTIAL COMMUNICATION
June 4,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in
response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Ms***'s account activity history confirms that two separate payments, $each, were made on May and 25, The payment from the 25th was made from her checking account ending '***', which she states was "unauthorized" as she had previously told us that she "no longer uses it." After reviewing our records, we have not found any indication of Ms*** informing us that the account is no longer an authorized payment method
On May 14, our Billing/Recovery Department telephoned Ms*** about the past due status of her account and to make a payment arrangementMs*** did not dispute that it was behind, and stated that the earliest she could make a payment was May 25thThe agent began to schedule a one-time automatic payment for May 25th and stated, "Will you be using checking account ending '***'?" and Ms*** stated, "YesIt will probably be the last payment I make from that account, though." After reading the required disclosures and getting Ms***'s final permission to set it up, the agent completed the scheduled payment and the call was ended
An exhaustive search of our records did not result in any evidence of Ms*** contacting us to cancel the scheduled payment after that call and prior to May 25, when the payment was applied
As stated above, she made a $payment via the Fingerhut website on May 24, with a new payment method--debit card ending '***'
Ms*** telephoned on May 26, upon being made aware of the double payment, and the agent correctly advised that her best recourse was contacting her bank/debit card provider to do an "unauthorized payment reversal." Otherwise, she may take no action and the payment remains valid and subtracted from the total balance, as normal
While we sympathize with Ms***'s situation, we cannot claim sufficient burden of responsibility over this matter for the above reasons, and are unable to compensate for any added costs that she may have incurred
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I set the payment up for the 25th it was based on the understanding that I could pay with a different card before the 25th and the payment from my old account would not be processed, as the payment was made on the 24th with my new accountI had no intention of paying twice with different accountsI then called to speak about it & the Rep (*** Rep# *** on 5/26@ 3:50pm) said she did in fact see in my file that I would no longer be using the old bank account & that it would be refundedBut this not the only issue in the last months I have had with the company & have come to learn they just tell you lies & what you want to hear over the phone but do not follow through with what they say
Final Business Response /* (4000, 9, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 17,
# ***
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 Ms*** ***
A review of the phone call with agent '***' on May 26, confirms that Ms*** was advised to fax us a copy of her bank statement for bank account ending '***'The agent stated that if it showed that the disputed May 25th payment caused an overdraft fee, we would cover that cost
Given this information, and as a gesture of goodwill for Ms***'s recent difficulties with us, we will honor the proposal this agent made to cover the overdraft feeTo expedite, she should fax a copy of the bank statement showing the fee to ***, Attn: ***
The agent did not state that the actual payment could be reversed back to her account, and we remain unequipped to do so; Ms*** should continue to work with her bank to this end
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah
March **, Attention: *** *** Revdex.com of New Jersey *** *** *** *** *** *** ** *** ** *** Re: Case No*** / Account No Dear *** ***: I am writing in response to the complaint forwarded on
behalf of *** *** ***In the complaint, *** *** states he was advised his Verizon bill would be cheaper after installation of additional services*** *** states his bill actually increased and is requesting assistanceVerizon Wireless appreciates the opportunity to address *** ***’s concerns A thorough review indicates *** *** is requesting assistance with his Verizon Communications bill, and the complaint is not in regards to Verizon Wireless service *** *** confirmed his complaint in writing is in regards to his Verizon Communications bill and not a wireless bill *** ***’s concerns have been forwarded to the Verizon Communications Corporate OfficeNo further action by the Verizon Wireless Executive Office is necessary at this time Should the Revdex.com or *** *** have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:a.mand 5:p.m(PST), Monday through FridayFor other account related issues, please contact Customer Service at ###-###-#### Sincerely, *** ** *** ** Executive Relations
Please be advised I spoke to *** *** and advised Verizon records do not show the trouble in December was an issue with the outside cable. We agreed to issue 50% of the monthly phone charges for months. We have also honored the credit for months of phone services he was
previously promised. *** *** has decided to cancel his phone an internet services after he has set up the “My Domain” in order to retain his Verizon email. He will contact me directly once he has set this up so that we can proceed with the service order he has requested. We trust this provides your office with the information required in this matter. Thank you, MsM***SrAnalystVerizon Executive Relations
Upon receipt of this complaint we spoke with *** *** and apologized for the delay with getting the fiber installed. We advised him we would have this completed asap. We confirmed that on 9-** the work was completed. We advised *** *** and he advised he had already
established service with another carrier but would be letting the tenants in the building know the service was now available
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:
[Yes, technician was dispatched but never showed up in scheduled time frame, showed up two hours late. The only call received from the tech was twenty minutes before they showed up. When I call up to customer service, their only resolution is for me to upgrade my services for more money and with no guarantee it will resolve any of my issues. Also I had two other appointment where no techs showed up at all]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Please be advised, Verizon records reflect the consumer was billed $for a Pay Per View (PPV) program purchasedon 5/*/via the consumers remoteUpon receipt of the complaint filed, has spoken with the consumer regarding thedisputed charge and has offered to apply a %
adjustmentThe consumer has accepted the adjustmentTotal amount adjusted was $plus tax ($3.29)
Attention Revdex.com:Thank you for bringing case #*** to our attention. After careful review of this case it has been determined that this case would need to be redirected to Verizon Wireless for investigation and handling, as we do not handling wireless issues. Thank you for allowing us
to review this caseThank You James N
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding a final bill they received with an early termination fee. The consumer contacted Verizon on 5/**/to transfer their service to a new address. At the time the order was placed the consumer agreed to a two year contract with Verizon. The consumer completed a terms of service agreement which records the consumer's acceptance of the two year contract. On 7/**/Verizon contacted the consumer to go over the order they placed to move their service to the new location and we played the recording of the acceptance of the year contract. Verizon advised we sent the final bill to the address we had on file, the consumer did not provide a new mailing address or have forwarding set up thru the post office. Verizon provided the consumer our website *** to submit payment for their final bill. We also advised the consumer if they use paper check information for payment they will avoid paying the $bill matrix fee. The consumer understood and has our contact information should they have any further concerns
According to Verizon records, *** ***'s account was blocked from making toll calls on 7/**/due to returned paymentsThe customer was advised on 7/**/that the block would be removed after the account was brought to current status with a cash only paymentThe customer made a payment
on 8/**/using a debit cardOn 8/**/the customer was informed that since the payment was not made in cash, the block would not be removed until the payment clearedSince the last payment was returned by the bank days after it was received by Verizon, the customer was informed that the block could be on the line for daysOn 9/**/the 1+ (toll) block was removed from the accountThe 1+ (toll) block only prevents the customer from making long distance callsNo other features on the customer's account were blocked
Please be advised, Verizon has spoken with the consumer concerning his accountIt was explained that Verizon inadvertently issued double credit for the returned equipmentThe total charge for the unreturned equipment was $Verizon issued credit in the amount of $in error. On
5/*/Verizon corrected the account by debiting back the extra $that was given in error. Apologies have been given for this errorVerizon has set up payment arrangements on the account with the consumer making payment of $by 6/**/15, $by 7/*/and $by 8/*/We again apologize for any inconvenience caused surrounding this billing error
On 7/**/16, a Verizon representative spoke with the customer and changes were made per the customer’s request. The representative submitted an order changing the service to Local Unlimited Calling, with Dial tone and Caller ID. The representative also advised the monthly charges would be approximately $plus taxes and surcharges. The customer had no additional concerns
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention
On June *, 2015, a Verizon representative spoke with *** *** in regards to this inquiry. We advised that while fiber services are not available to his new address, Verizon does offer services with copper. We explained that if he keeps Verizon services that the early termination charge will be waived. *** *** declined to accept any Verizon services as he has a bundle deal with another company. *** *** is aware the early termination fee is billed correctly to his account. We trust this information will assist you in closing the complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter
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:
See initial issue
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon records indicate on 12/**/16, the customer called Verizon where he requested the Fully Loaded Entertainment pack be removed (he had a free promotion which expired 1/**/17)He chose to keep a 3pack premium of $for Starz/Showtime/HBO (no promotion)In addition, one HD box was added
which included a one-time shipping charge of $Additionally, the customer’s services were rebundledHis original Triple Play was $which included a $bundle discount that expires on 1/***18)The customer now had a $bundle with a $extended savings discount bringing the actual bundle price to $which expires on 12/**/The Triple Play products were unchanged (FDV/Preferred/75m)The estimated new monthly total was approximately $including taxes/feesThe customer was previously billed approximately $(however, he was not paying for premium channels with this rate)These changes were all made via order *** and Life on Fios which is our electronic contract acceptance was successfully completed by the customer on 12/**/approximately 7:11pmThe customer accuses Verizon representatives of adding the NBA League Pass to his accountHowever, the order to add NBA League Pass was placed on 12/**/via order *** using the Interactive Media Guide (via home remote control) at approximately 10:37pmAn email confirmation of the order was sent successfully on 12/**/and was opened on 1/**/The customer also disputes a payment fee of $The customer normally mails his payments, for whatever reason, he chose to make a payment by phone using Bill Matrix which and their processing fee is $This fee is not charged by VerizonThe customer can make payments at *** with no fee and the records indicate the customer is registered thereOn 1/**/17, Verizon Appeals Billing Representative spoke with *** *** advising him that the NBA League Pass was in fact ordered via his IMG/remote control on 12/**/at 10; 37pm, it was not ordered by any representatives at VerizonThe Representative advised him that the December statement billed $85, and Verizon adjusted $on 1/**/and on 1/**/17, the Representative adjusted the remaining $He was not charged on the January bill as the previous representative had canceled the service for him and the remaining installmentsThe amount due for the January charges is now $for which payment is due by 2/**/17. The Representative encouraged *** *** to add parental purchase and pin controls to his Set Top Box. *** *** was advised that if the boxes are reset or he loses power, he will need to re-establish his pin*** *** was satisfied and had no further issues
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,
*** *** ***
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,
*** ***
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 not honored their promise for the credit to be applied by 2/*/
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
On 12/**/16, Verizon spoke with the customer and the early termination fee will be billedRecords indicate his wife accepted the terms of service via her mobile phone, agreeing to a 2yr commitment and if service was cancelled there would be a prorated early termination feeBased on this
information no credit will be issued as the early termination fee is a valid chargeThe customer was advised and understood the Verizon position
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:
While I very much appreciate MsM***'s (Verizon's response), MsM*** fails to mention that my credit report has been impacted (and downgraded by points!) because of Verizon's sending to collections an account that was supposed to be closed in August for services never received
Furthermore, while MsM*** (Verizon) states that a letter to the credit agencies has been submitted to correct the matter, I have no idea if that has actually been done. I also do not know whether the credit agencies will readjust my credit rating when/if, such a letter is received
Lastly, the credit to the account for the services never received apparently was processed on the same day that I submitted the complaint to the Revdex.com, not before
As a result, until the credit report impact is resolved (or I see a copy of the letter that Verizon apparently submitted to the reporting agencies), my complaint is not resolved. I appreciate that Verizon is doing what they can now (although only after a lot of frustrating experiences with their technical and customer service personnel as outlined in my original complaint), but given the impact to my credit rating due to Verizon's actions, the matter is not yet resolved.Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am still awaiting a copy of the transcript from my phone conversation with a Verizon Fios representative from 7/** and 8/* (in which I was advised there would be no cost for installation) and the full refund of the installation chargeI received a phone call from Margaret in Verizon Executive Customer Relations team on 8/** and was very appreciative that she reached out to me and agreed to refund/waive the $installation feeMargaret agreed to call me back on 9/** at which time she would manually credit my account the cost of the installation fee.When I received an email confirmation on 8/* of the details of my new bill and install charges I was told by that representative as follows "You'll see the $installation charge and an additional $fee on the list of charges but I will manually waive those once service is installed." Whether that representative gave me wrong info or not I can only believe what I am told during my phone interaction with that representativeNevertheless I will agree to close out my complaint upon receipt of the $credit to my account and a copy of a transcript from the Verizon representatives that I spoke with on 7/** and 8/** Thank You
Initial Business Response /* (1000, 5, 2015/06/04) */
CONFIDENTIAL COMMUNICATION
June 4,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in
response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Ms***'s account activity history confirms that two separate payments, $each, were made on May and 25, The payment from the 25th was made from her checking account ending '***', which she states was "unauthorized" as she had previously told us that she "no longer uses it." After reviewing our records, we have not found any indication of Ms*** informing us that the account is no longer an authorized payment method
On May 14, our Billing/Recovery Department telephoned Ms*** about the past due status of her account and to make a payment arrangementMs*** did not dispute that it was behind, and stated that the earliest she could make a payment was May 25thThe agent began to schedule a one-time automatic payment for May 25th and stated, "Will you be using checking account ending '***'?" and Ms*** stated, "YesIt will probably be the last payment I make from that account, though." After reading the required disclosures and getting Ms***'s final permission to set it up, the agent completed the scheduled payment and the call was ended
An exhaustive search of our records did not result in any evidence of Ms*** contacting us to cancel the scheduled payment after that call and prior to May 25, when the payment was applied
As stated above, she made a $payment via the Fingerhut website on May 24, with a new payment method--debit card ending '***'
Ms*** telephoned on May 26, upon being made aware of the double payment, and the agent correctly advised that her best recourse was contacting her bank/debit card provider to do an "unauthorized payment reversal." Otherwise, she may take no action and the payment remains valid and subtracted from the total balance, as normal
While we sympathize with Ms***'s situation, we cannot claim sufficient burden of responsibility over this matter for the above reasons, and are unable to compensate for any added costs that she may have incurred
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I set the payment up for the 25th it was based on the understanding that I could pay with a different card before the 25th and the payment from my old account would not be processed, as the payment was made on the 24th with my new accountI had no intention of paying twice with different accountsI then called to speak about it & the Rep (*** Rep# *** on 5/26@ 3:50pm) said she did in fact see in my file that I would no longer be using the old bank account & that it would be refundedBut this not the only issue in the last months I have had with the company & have come to learn they just tell you lies & what you want to hear over the phone but do not follow through with what they say
Final Business Response /* (4000, 9, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 17,
# ***
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 Ms*** ***
A review of the phone call with agent '***' on May 26, confirms that Ms*** was advised to fax us a copy of her bank statement for bank account ending '***'The agent stated that if it showed that the disputed May 25th payment caused an overdraft fee, we would cover that cost
Given this information, and as a gesture of goodwill for Ms***'s recent difficulties with us, we will honor the proposal this agent made to cover the overdraft feeTo expedite, she should fax a copy of the bank statement showing the fee to ***, Attn: ***
The agent did not state that the actual payment could be reversed back to her account, and we remain unequipped to do so; Ms*** should continue to work with her bank to this end
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah
March **, Attention: *** *** Revdex.com of New Jersey *** *** *** *** *** *** ** *** ** *** Re: Case No*** / Account No Dear *** ***: I am writing in response to the complaint forwarded on
behalf of *** *** ***In the complaint, *** *** states he was advised his Verizon bill would be cheaper after installation of additional services*** *** states his bill actually increased and is requesting assistanceVerizon Wireless appreciates the opportunity to address *** ***’s concerns A thorough review indicates *** *** is requesting assistance with his Verizon Communications bill, and the complaint is not in regards to Verizon Wireless service *** *** confirmed his complaint in writing is in regards to his Verizon Communications bill and not a wireless bill *** ***’s concerns have been forwarded to the Verizon Communications Corporate OfficeNo further action by the Verizon Wireless Executive Office is necessary at this time Should the Revdex.com or *** *** have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:a.mand 5:p.m(PST), Monday through FridayFor other account related issues, please contact Customer Service at ###-###-#### Sincerely, *** ** *** ** Executive Relations
Please be advised I spoke to *** *** and advised Verizon records do not show the trouble in December was an issue with the outside cable. We agreed to issue 50% of the monthly phone charges for months. We have also honored the credit for months of phone services he was
previously promised. *** *** has decided to cancel his phone an internet services after he has set up the “My Domain” in order to retain his Verizon email. He will contact me directly once he has set this up so that we can proceed with the service order he has requested. We trust this provides your office with the information required in this matter. Thank you, MsM***SrAnalystVerizon Executive Relations
Upon receipt of this complaint we spoke with *** *** and apologized for the delay with getting the fiber installed. We advised him we would have this completed asap. We confirmed that on 9-** the work was completed. We advised *** *** and he advised he had already
established service with another carrier but would be letting the tenants in the building know the service was now available
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:
[Yes, technician was dispatched but never showed up in scheduled time frame, showed up two hours late. The only call received from the tech was twenty minutes before they showed up. When I call up to customer service, their only resolution is for me to upgrade my services for more money and with no guarantee it will resolve any of my issues. Also I had two other appointment where no techs showed up at all]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***