We contacted the customer to apologize for the problem and agreed to adjust the one time charges associated with the upgrade of the servicesThe customer is now satisfied and we appreciate his bringing this to our attention
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 investigateAs there was no indication of any current issues with the service, a repair ticket was issued for a port change at the
remote terminal as a precautionOur technician was on site on October *, and confirmed after the port change, the download and upload speeds were good to the modemMessages were left on the customer's answering machine as a follow up on October ** and a email was sent as a follow up on October ** with our contact information
The customer disconnected Verizon services on March **, 2016. The billing date for the account was the *** of each month. At the time the customer disconnected services, there was an outstanding balance on the account of $which was billed on the March **, billing
statement. This billing statement billed for a month in advance for services from March ** through April **, 2016. The customer stated he calculated prorated charges and paid $on April *, and still received an email reminder that there was an outstanding balance due on the account. Although the customer disconnected services on March **, 2016, which was in between a billing cycle, a final bill for the account had not yet generated. The final bill would include any applicable prorated credits and any additional charges should there be any, thus until the final bill generates, the difference between what was billed and what the customer paid, would remain as outstanding on our billing system. Attempts to contact the customer to discuss his concerns have not been successful
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:
So far, I have been in contact with Executive Relation Representatives. John was the first representative. Then the case was transferred to Sherrill. Today is Sunday, July **2015. I'm still waiting for a resolution on this matter.
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 have determined that my complaint has NOT been resolved because:
[Your Answer Here]
They stated that it would take another week to get me my refund after already taking weeksNow it has been a month and I still have not received my refundVerizon has not put any urgency behind this matterAlso they only contact me to say it still can take longI am very upset and still unsatisfied with the the results.
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 have determined that my complaint has NOT been resolved because:
Actually my problem was only partially solved I can get to my email by logging on to the internet but cannot get it through the mac mail The explanation given is faulty.The computer has not changed one bit since I lost the email on Feb*, Also we cannot change our password but the Verizon tech had to change it When we type a password in, the software will not accept it Also if there is a problem with java then Verizon should have notified us. My wife and I had to spend about five hours on the phone with their tech support before the problem was partially resolved Their tech support people promised to callat a specified time and didn't call until one and a half hours later I do not need any more help from Verizon at this time but overall the support they give to customers is extraordinarily bad.I would like to thank the Revdex.com for notifying Verizon because previous to your actions they did nothing for me Thank You
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 have determined that my complaint has NOT been resolved because:
Verizon's rep admitted that I was told the wrong information. I purchased their service because they told me I would get 15mbps for upload speed (I have several servers here and need connections at least that speed test for yourself at ***). I agreed that my service was currently working properly for 15/*, but that is not what I purchased from them. I will be purchasing faster internet from another provider but I need to get a refund for my hookup fees and not be charged for early cancellation. Had they originally told me the truth 15/* is the fastest they offer, I wouldn't have bought from them. I'm not sure if this was part of their tactic, but the sales rep took 3-hours of my time because he was "*** *** ***"
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 have determined that my complaint has NOT been resolved because:
Verizon is still not honoring what was told to me by the original representative told me when I placed the orderVerizon records all of the callsIf they were to listen to the call they would hear for themselves what was saidThey should honor what was promised to me on that call!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We spoke to *** *** *** on 07/**/and went over all credits that are going to be issued on the old account# *** We verified that all services were working correctlyWe advised that in lieu of the $gift card a credit in the amount of would be issued on their new account*** *** advised she would not be satisfied until the credits appear on their billWe advised that the credits have been approved and will appear on their August billing statementWe have set a follow up to review the 08/**/billing statement
The customer’s complaint was concerning a new business account with telephone number ***. A Verizon technician was dispatched to the business on 6/**/17. The ATA was replaced and service was restored. A representative spoke with the customer on 6/**/and confirmed satisfactionConcerning the customer receiving collection calls for account ***, the account showed a balance due of $158.82. Credits have been issued on the account and there is now a zero balance on the account. The account has been removed from collectionsThe customer was advised of this by a Verizon representative on 6/**/
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:
###-###-#### is a landline numberMy parents do not have Verizon wirelessThey have had this landline telephone number for over yearsWe have bills that can confirm this
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Upon receipt of this complaint we sent a tech to the location who spoke with the customer and confirmed the line was working. Tech advised the line cleared on its own
Upon receipt of Revdex.com case # *** I spoke with *** *** to acknowledge the complaint. *** *** advised as of Monday 9/**/the account is still appearing on his *** *** credit report. Further investigation was done and all three credit reporting agencies were checked and
found the customer is correct. The outstanding bill is still showing on with TransunionVerizon Financial Services Appeals representative spoke with *** *** and submitted AUD Control Number *** to remove the account from the credit reportIt does take up to days for the credit reporting agency to reflect the updated informationIt was explained to *** *** that when AUD's are submitted, they are sent electronically to all three credit reporting agencies at the same time. Verizon is not able to explain why the account was removed from Experian and Equifax, but not from TransunionThe representative offered to provide *** *** with the AUD number that was submitted 9/**/15, removing the account from his credit report. *** *** stated he did not have anything to write with, and advised he would check again with the credit reporting agency and if resolved we would not be hearing from him again.Joyce D***Verizon Executive Relations SrAnalyst
Subsequent to receipt of the complaint, I spoke to *** *** and apologized for his billing concern. I forwarded the matter to our billing department for further review and customer contact. Today, May **, 2017, a billing consultant spoke to *** *** and extended the previous $
recurring credit that expired after six (6) months. *** *** stated he was expecting his bill to be lower than he previously paid ($251.56). This occurred when he called in an attempt to renegotiate and was told his bill would be about $for the next two (2) years. With this extended credit for months, his bill will be $228. *** *** was satisfied with the call and 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:
Our telephone service was interrupted (no dial tone) at 1am this morning (March **, 2016)This same problem happened 2/**/When one dials our home phone it goes to an answering service (not our number)After the last time, we spent hours on the phone speaking with a dozen different people at VerizonThey offered us a service called "Call Freeze" to ensure this problem would never happen againBut it hasVerizon has become an incredibly unreliable phone service. Verizon restore our phone line that we have had since They figure out how to make sure this problem does not happen again.
Sincerely,
*** ***
Verizon’s records show a systematic issue caused the customer’s disconnect order to not process to completionVerizon re-issued an order to disconnect the account which completed on 12/**/The account was adjusted for the full balance of $and closed. The account was not
credit reported or in jeopardy of being reportedA representative has spoken with the customer about the issue and explained the information above. Additional concerns shared by the customer were referred to Verizon Management for review. The customer has advised she viewed the account on line and confirmed the balance is zero and the account was closed. The customer advised the issue was resolved
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,
*** ***
We contacted the customer to apologize for the problem and agreed to adjust the one time charges associated with the upgrade of the servicesThe customer is now satisfied and we appreciate his bringing this to our attention
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 investigateAs there was no indication of any current issues with the service, a repair ticket was issued for a port change at the
remote terminal as a precautionOur technician was on site on October *, and confirmed after the port change, the download and upload speeds were good to the modemMessages were left on the customer's answering machine as a follow up on October ** and a email was sent as a follow up on October ** with our contact information
The customer disconnected Verizon services on March **, 2016. The billing date for the account was the *** of each month. At the time the customer disconnected services, there was an outstanding balance on the account of $which was billed on the March **, billing
statement. This billing statement billed for a month in advance for services from March ** through April **, 2016. The customer stated he calculated prorated charges and paid $on April *, and still received an email reminder that there was an outstanding balance due on the account. Although the customer disconnected services on March **, 2016, which was in between a billing cycle, a final bill for the account had not yet generated. The final bill would include any applicable prorated credits and any additional charges should there be any, thus until the final bill generates, the difference between what was billed and what the customer paid, would remain as outstanding on our billing system. Attempts to contact the customer to discuss his concerns have not been successful
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:
So far, I have been in contact with Executive Relation Representatives. John was the first representative. Then the case was transferred to Sherrill. Today is Sunday, July **2015. I'm still waiting for a resolution on this matter.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon's final position was provided to the Revdex.com on the previous rebuttal. Verizon's position remains the same. This is not a Verizon issue
Revdex.com spoke with the business and stated that the complainant's information has been removed and that they will not receive further calls
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]
They stated that it would take another week to get me my refund after already taking weeksNow it has been a month and I still have not received my refundVerizon has not put any urgency behind this matterAlso they only contact me to say it still can take longI am very upset and still unsatisfied with the the results.
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 have determined that my complaint has NOT been resolved because:
Actually my problem was only partially solved I can get to my email by logging on to the internet but cannot get it through the mac mail The explanation given is faulty.The computer has not changed one bit since I lost the email on Feb*, Also we cannot change our password but the Verizon tech had to change it When we type a password in, the software will not accept it Also if there is a problem with java then Verizon should have notified us. My wife and I had to spend about five hours on the phone with their tech support before the problem was partially resolved Their tech support people promised to callat a specified time and didn't call until one and a half hours later I do not need any more help from Verizon at this time but overall the support they give to customers is extraordinarily bad.I would like to thank the Revdex.com for notifying Verizon because previous to your actions they did nothing for me Thank You
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 have determined that my complaint has NOT been resolved because:
Verizon's rep admitted that I was told the wrong information. I purchased their service because they told me I would get 15mbps for upload speed (I have several servers here and need connections at least that speed test for yourself at ***). I agreed that my service was currently working properly for 15/*, but that is not what I purchased from them. I will be purchasing faster internet from another provider but I need to get a refund for my hookup fees and not be charged for early cancellation. Had they originally told me the truth 15/* is the fastest they offer, I wouldn't have bought from them. I'm not sure if this was part of their tactic, but the sales rep took 3-hours of my time because he was "*** *** ***"
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 have determined that my complaint has NOT been resolved because:
Verizon is still not honoring what was told to me by the original representative told me when I placed the orderVerizon records all of the callsIf they were to listen to the call they would hear for themselves what was saidThey should honor what was promised to me on that call!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We spoke to *** *** *** on 07/**/and went over all credits that are going to be issued on the old account# *** We verified that all services were working correctlyWe advised that in lieu of the $gift card a credit in the amount of would be issued on their new account*** *** advised she would not be satisfied until the credits appear on their billWe advised that the credits have been approved and will appear on their August billing statementWe have set a follow up to review the 08/**/billing statement
The customer’s complaint was concerning a new business account with telephone number ***. A Verizon technician was dispatched to the business on 6/**/17. The ATA was replaced and service was restored. A representative spoke with the customer on 6/**/and confirmed satisfactionConcerning the customer receiving collection calls for account ***, the account showed a balance due of $158.82. Credits have been issued on the account and there is now a zero balance on the account. The account has been removed from collectionsThe customer was advised of this by a Verizon representative on 6/**/
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:
###-###-#### is a landline numberMy parents do not have Verizon wirelessThey have had this landline telephone number for over yearsWe have bills that can confirm this
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Upon receipt of this complaint we sent a tech to the location who spoke with the customer and confirmed the line was working. Tech advised the line cleared on its own
Upon receipt of Revdex.com case # *** I spoke with *** *** to acknowledge the complaint. *** *** advised as of Monday 9/**/the account is still appearing on his *** *** credit report. Further investigation was done and all three credit reporting agencies were checked and
found the customer is correct. The outstanding bill is still showing on with TransunionVerizon Financial Services Appeals representative spoke with *** *** and submitted AUD Control Number *** to remove the account from the credit reportIt does take up to days for the credit reporting agency to reflect the updated informationIt was explained to *** *** that when AUD's are submitted, they are sent electronically to all three credit reporting agencies at the same time. Verizon is not able to explain why the account was removed from Experian and Equifax, but not from TransunionThe representative offered to provide *** *** with the AUD number that was submitted 9/**/15, removing the account from his credit report. *** *** stated he did not have anything to write with, and advised he would check again with the credit reporting agency and if resolved we would not be hearing from him again.Joyce D***Verizon Executive Relations SrAnalyst
Subsequent to receipt of the complaint, I spoke to *** *** and apologized for his billing concern. I forwarded the matter to our billing department for further review and customer contact. Today, May **, 2017, a billing consultant spoke to *** *** and extended the previous $
recurring credit that expired after six (6) months. *** *** stated he was expecting his bill to be lower than he previously paid ($251.56). This occurred when he called in an attempt to renegotiate and was told his bill would be about $for the next two (2) years. With this extended credit for months, his bill will be $228. *** *** was satisfied with the call and 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:
Our telephone service was interrupted (no dial tone) at 1am this morning (March **, 2016)This same problem happened 2/**/When one dials our home phone it goes to an answering service (not our number)After the last time, we spent hours on the phone speaking with a dozen different people at VerizonThey offered us a service called "Call Freeze" to ensure this problem would never happen againBut it hasVerizon has become an incredibly unreliable phone service. Verizon restore our phone line that we have had since They figure out how to make sure this problem does not happen again.
Sincerely,
*** ***
Verizon’s records show a systematic issue caused the customer’s disconnect order to not process to completionVerizon re-issued an order to disconnect the account which completed on 12/**/The account was adjusted for the full balance of $and closed. The account was not
credit reported or in jeopardy of being reportedA representative has spoken with the customer about the issue and explained the information above. Additional concerns shared by the customer were referred to Verizon Management for review. The customer has advised she viewed the account on line and confirmed the balance is zero and the account was closed. The customer advised the issue was resolved
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,
*** ***