Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about being charged for services at her old location even after she moved. Upon review, [redacted] states she moved from the old...
address [redacted] on February **, 2017 but still received bills. [redacted] previously subscribed to a triple play bundle (FIOS phone, FIOS T.V. and FIOS internet) at that address. Verizon noted the voice portion stopped billing at the time requested by [redacted] but the T.V. and internet portions continued to bill past the date requested. Verizon investigated and found that there was a system error related to this issue. Subsequently, customer service created a trouble ticket to fix this issue on April **, 2017. The ticket completed on April **, 2017 cancelling the T.V. and internet account as requested. The final bill will be provided within 1 to 2 billing cycles and it will backdate all charges to February **, 2017. Furthermore, I have left my number with [redacted] should she have any additional questions or concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here] As of today, the line is NOT working AGAIN. Please find a permanent solution to this problem as all previous solutions seemed to have all been temporary. Thank you.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Several attempts were made to reach the customer without success and a call me letter was mailed. In the interim, we reviewed the customer's profile and it is now billing only for a Double Play (Data and Voice). Ms. S[redacted] Service Order Form received from the Door to Door representative...
reflected the first month's bill would be higher due to prorated charges. The issue regarding the Door to Door representative was referred and will be addressed internally. We apologize for any inconvenience that Ms. S[redacted] experienced as a result of the above matter.
CONFIDENTIAL COMMUNICATION January 26, 2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he was never informed the first two digits of his house number was omitted in any correspondence from Fingerhut. Mr. [redacted] also addresses he is unable to file a police report for the merchandise he did not receive. As we have stated in the letter dated January 17, 2017 the laptop/tablet was delivered on October 18, 2016, and all other items were delivered on October 25, 2016 to [redacted] Palmdale, CA 93552. Mr. [redacted] did receive an email response from us in which the first two digits of Mr. [redacted]’s house number were omitted in error from the delivery address. The order itself had the correct house number, it was only the email in which it was referenced incorrectly. We understand that on occasion a police report may not be filed by a police department, and that is why we ask for the precinct telephone number, the name of the officer that is spoken with and the badge number of that individual. That is still the information that is required by us to conduct an investigation. On January 17, 2017 an agent contacted the agency, but was unable to speak to an officer based on the information provided. As we understand the severity and urgency of this situation, Mr. [redacted] may call us to provide the officer’s name and badge number at ###-###-####. He may leave the information in a voicemail if needed. Alternatively, he can email the information to us by vising www.fingerhut.com/customerservice. Once we receive the requested information we will investigate this matter further. Until we receive the requested information from Mr. [redacted], he will continue to be billed for the merchandise. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Verizon’s response is unsatisfactory and disappointing. Their mostly canned response essentially states that I have to purchase/rent a newer router (which we do not want/need) or pay a monthly router maintenance surcharge. This is a lose-lose situation for me as a customer and was the precise reason for my complaint. Verizon states that the surcharge “[redacted]” of routers and that these older routers often lead to additional calls to Verizon. If true, then Verizon should have no problem swapping out the older models that only a “minority” of customers have with the refurbished third generation routers. However, I explained in my Revdex.com complaint that I’m NOT even using the Verizon router as a “router” but as bridge to my [redacted] router. I’ve had this setup for years with NO problems. And now Verizon is forcing me to either purchase/rent a newer router that I do not want, need or that I’ll even use as an actual “router” or I have to pay a monthly router maintenance surcharge for expected “additional calls” to Verizon technical support – a service that I thought was included in my agreement with Verizon – but one which I rarely have used. Most disconcerting is that Verizon’s response appears to be a canned cut-and-paste response with the exception of my name which Verizon misspelled. Therefore, I’m very skeptical that they paid close attention to the details in my complaint regarding why getting a newer Verizon “router” or paying a Verizon “router” maintenance fee is unnecessary and does not make practical sense in this case. Lastly, my family has been loyal Verizon Fios customers since the mid 2000’s (signed up as soon as it was offered in our area) and Verizon Wireless customers for numerous years. It saddens me after all these years that Verizon is pushing us towards cancelling our service when our current agreement ends in November, 2016 because (in our opinion) Verizon is not willing to be fair and reasonable in this matter. We hope that Verizon does the right thing for its loyal customers, minorities or not. Thank you for your consideration.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Our vendor worked with the customer to resolve issues. The original gift card was canceled and reward points added back to the account allowing the customer to order a new gift card with the reward points.
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and I am currently waiting on the final bill to ensure no other fees are added
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This screenshot was taken from the My Verizon website, and it says that I had a credit on my account you see here. Once I saw this amount I called Verizon and spoke with a customer service agent and was assured a had a credit on my account.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely, [redacted]
CONFIDENTIAL COMMUNICATION May 31, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. While we understand Ms. [redacted]’s frustration regarding the balance remaining on her account, we also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit for the original shipping and handling or the return shipping fees. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. The balance remaining on Ms. [redacted]’s account is $113.83. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because: this is discriminatory when customer heat relay service they immediately hang up and other say we don't accept the relay calls hang up very rude I am going to file a EOCC this case because I have proof conversation that I can show lawyer and I did called before 30 days policy I don't want lose my money I request for return and refund. Thank you
On September **, 2015, our billing representative spoke with [redacted] and explained the account was disconnected on August **, 2015 but the order was Effective Bill Dated back to July **, 2015 and a refund of $132.40 will be sent to him. An additional 6 days over charge was issued totaling...
$27.65. We have requested the customer's refund check ($160.05) is expedited. Collection Action has ceased at this time.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted], regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s inquiry, he states that he received his billing statement 7 days prior to his bill being due, and that he received a late fee of $27.00 even though his check cleared within 20 days. Mr. [redacted] is concerned this may be a scam designed to create late fees. After reviewing Mr. [redacted]’s account, we show each billing statement is issued on the 11th of each month. The statements are then sent to the customer. On the statement, it shows the date the payment should be mailed by, and the actual due date of the current payment due for that month. Mr. [redacted]’s ‘mail by’ date on the statement that was printed on October 11, 2016 was October 31, 2016; the due date was November 7, 2016. Mr. [redacted] made his October 2016 payment on November 10, 2016. This payment, as shown on the statement, was due on November 7, 2016. This is why a $27.00 late fee was assessed on Mr. [redacted]’s account. Payments made online, are posted to the account the same day. According to Mr. [redacted]’s account, he made the payment online. Unfortunately, we are unable to waive the late fee on Mr. [redacted]’s account, as his payment was received beyond the due date. If Mr. [redacted] has any further questions, he may contact our Customer Service office at ###-###-#### between the hours of 8:00am and 8:00pm, Central Time, Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
A customer service representative also contacted the customer to review her billing concerns. Therepresentative confirmed with the customer that her bundle was $79.99 per month. The representative reviewed previous credits and also issued an out of service credit of $37.57 for...
voice and $13.34 for the set top box. The representative advised that Verizon does not guarantee wireless (WiFi) speeds. The customer had no further questions.
Verizon has adjusted $794.26 from Nov to Sept * the breakdown is as follows. adjust nov 2015 bill to Aug 2016 bill cust service should have been disconnected; Nov 2015 for 19 days $95.74, Dec $128.57, jan 138.31 Feb 63.75, Mar 63.68 Apr 63.68 May $63.19 Ju $63.68 Jul $63.85 and Aug ** days $49.54...
for a total credit of $49.54. The account now shows as the customer having a credit balance of $410.80 that will be refunded to the customer within 6 to 8 weeks. Sincerely, Rita J. Verizon Executive Relations Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[I was initially not told about the clause of getting into a 2-yr contract for the $200 certificate redemption. Anyway, I do not want to waste anymore of my time and would not continue with this complaint. It will remain unresolved. Thanks.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about the package that he was sold and specific channels that were not included in the package he subscribes...
to. A Verizon representative spoke with [redacted] on July *, 2015 and have changed the package to include the missing channels and have upgraded at no additional monthly cost to him. [redacted] has accepted these actions as resolution and closure to this inquiry. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
Company records show that the customer placed an order online on 2/**/16. A confirmation email was sent on 2/**/16 to [redacted]. The confirmation listed the services the customer agreed to along with the order date of 2/**/16. Customers are notified via the website when term agreements...
are near the end, it is the customer’s decision if and when to renew the agreement. Once the new agreement has been accepted it will take effect on the order date.
Thank you for referring this complaint to us for a response. is concerned about a router maintenance surcharge of $2.80 per month. The fee addresses high costs associated with certain, older routers that some customers continue to use, while providing cost-effective choices for customers to...
move to newer, more capable routers.The $2.80 router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers ([redacted]). For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessed. The newer models are faster, have greater wireless range, offer greater online security (through use of the WPA2 protocol), and provide a better customer experience. However, if [redacted] does not wish to upgrade, he will be billed for a router maintenance surcharge of $2.80 per month.The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routers. The latest connected devices include PCs, tablets, smart phones that support the latest Wi-Fi and wired speeds. Upgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their router.Verizon began notifying customers through email and direct mail starting July **. All customers will have been notified by August **. Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routers. Those notified in August will see the fee in their October bill cycle if they choose not to upgrade.Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $10 a month.On August **, 2016, I spoke with [redacted]n and advised should he purchase a third party router, he would not be subject to any monthly fees. It must be a Verizon-branded, compatible router i.e. [redacted] Rev I (Advanced Wi-Fi router) or Verizon G1100 (Fios Quantum Gateway). I explained that Verizon does not provide the models or brands of routers compatible with Verizon service nor does Verizon support third party equipment. [redacted] was not satisfied with the resolution.We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] has experienced as a result of the above matter. Should the Federal Communications Commission have any questions, please contact S. Kashif using the contact information you have on file.
Please be advised Verizon record showed no calls prior to October **, 2015 requesting to disconnect the services. Based off this information no credits have been applied to the account. I was unable to reach [redacted] and sent the attached letter as our response. We trust this provides...
your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I made numerous lengthy attempts to resolve matter both via calls and the chat option. The day after I entered this complaint, I received a call from a [redacted] with Verizon who stated the company would be reviewing the matter to find a resolution. I have not received any further calls or voicemails from Verizon after that.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about being charged for services at her old location even after she moved. Upon review, [redacted] states she moved from the old...
address [redacted] on February **, 2017 but still received bills. [redacted] previously subscribed to a triple play bundle (FIOS phone, FIOS T.V. and FIOS internet) at that address. Verizon noted the voice portion stopped billing at the time requested by [redacted] but the T.V. and internet portions continued to bill past the date requested. Verizon investigated and found that there was a system error related to this issue. Subsequently, customer service created a trouble ticket to fix this issue on April **, 2017. The ticket completed on April **, 2017 cancelling the T.V. and internet account as requested. The final bill will be provided within 1 to 2 billing cycles and it will backdate all charges to February **, 2017. Furthermore, I have left my number with [redacted] should she have any additional questions or concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here] As of today, the line is NOT working AGAIN. Please find a permanent solution to this problem as all previous solutions seemed to have all been temporary. Thank you.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Several attempts were made to reach the customer without success and a call me letter was mailed. In the interim, we reviewed the customer's profile and it is now billing only for a Double Play (Data and Voice). Ms. S[redacted] Service Order Form received from the Door to Door representative...
reflected the first month's bill would be higher due to prorated charges. The issue regarding the Door to Door representative was referred and will be addressed internally. We apologize for any inconvenience that Ms. S[redacted] experienced as a result of the above matter.
CONFIDENTIAL COMMUNICATION January 26, 2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he was never informed the first two digits of his house number was omitted in any correspondence from Fingerhut. Mr. [redacted] also addresses he is unable to file a police report for the merchandise he did not receive. As we have stated in the letter dated January 17, 2017 the laptop/tablet was delivered on October 18, 2016, and all other items were delivered on October 25, 2016 to [redacted] Palmdale, CA 93552. Mr. [redacted] did receive an email response from us in which the first two digits of Mr. [redacted]’s house number were omitted in error from the delivery address. The order itself had the correct house number, it was only the email in which it was referenced incorrectly. We understand that on occasion a police report may not be filed by a police department, and that is why we ask for the precinct telephone number, the name of the officer that is spoken with and the badge number of that individual. That is still the information that is required by us to conduct an investigation. On January 17, 2017 an agent contacted the agency, but was unable to speak to an officer based on the information provided. As we understand the severity and urgency of this situation, Mr. [redacted] may call us to provide the officer’s name and badge number at ###-###-####. He may leave the information in a voicemail if needed. Alternatively, he can email the information to us by vising www.fingerhut.com/customerservice. Once we receive the requested information we will investigate this matter further. Until we receive the requested information from Mr. [redacted], he will continue to be billed for the merchandise. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Verizon’s response is unsatisfactory and disappointing. Their mostly canned response essentially states that I have to purchase/rent a newer router (which we do not want/need) or pay a monthly router maintenance surcharge. This is a lose-lose situation for me as a customer and was the precise reason for my complaint. Verizon states that the surcharge “[redacted]” of routers and that these older routers often lead to additional calls to Verizon. If true, then Verizon should have no problem swapping out the older models that only a “minority” of customers have with the refurbished third generation routers. However, I explained in my Revdex.com complaint that I’m NOT even using the Verizon router as a “router” but as bridge to my [redacted] router. I’ve had this setup for years with NO problems. And now Verizon is forcing me to either purchase/rent a newer router that I do not want, need or that I’ll even use as an actual “router” or I have to pay a monthly router maintenance surcharge for expected “additional calls” to Verizon technical support – a service that I thought was included in my agreement with Verizon – but one which I rarely have used. Most disconcerting is that Verizon’s response appears to be a canned cut-and-paste response with the exception of my name which Verizon misspelled. Therefore, I’m very skeptical that they paid close attention to the details in my complaint regarding why getting a newer Verizon “router” or paying a Verizon “router” maintenance fee is unnecessary and does not make practical sense in this case. Lastly, my family has been loyal Verizon Fios customers since the mid 2000’s (signed up as soon as it was offered in our area) and Verizon Wireless customers for numerous years. It saddens me after all these years that Verizon is pushing us towards cancelling our service when our current agreement ends in November, 2016 because (in our opinion) Verizon is not willing to be fair and reasonable in this matter. We hope that Verizon does the right thing for its loyal customers, minorities or not. Thank you for your consideration.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Our vendor worked with the customer to resolve issues. The original gift card was canceled and reward points added back to the account allowing the customer to order a new gift card with the reward points.
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and I am currently waiting on the final bill to ensure no other fees are added
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This screenshot was taken from the My Verizon website, and it says that I had a credit on my account you see here. Once I saw this amount I called Verizon and spoke with a customer service agent and was assured a had a credit on my account.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely, [redacted]
CONFIDENTIAL COMMUNICATION May 31, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. While we understand Ms. [redacted]’s frustration regarding the balance remaining on her account, we also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit for the original shipping and handling or the return shipping fees. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. The balance remaining on Ms. [redacted]’s account is $113.83. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because: this is discriminatory when customer heat relay service they immediately hang up and other say we don't accept the relay calls hang up very rude I am going to file a EOCC this case because I have proof conversation that I can show lawyer and I did called before 30 days policy I don't want lose my money I request for return and refund. Thank you
On September **, 2015, our billing representative spoke with [redacted] and explained the account was disconnected on August **, 2015 but the order was Effective Bill Dated back to July **, 2015 and a refund of $132.40 will be sent to him. An additional 6 days over charge was issued totaling...
$27.65. We have requested the customer's refund check ($160.05) is expedited. Collection Action has ceased at this time.
CONFIDENTIAL COMMUNICATION December 2,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted], regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s inquiry, he states that he received his billing statement 7 days prior to his bill being due, and that he received a late fee of $27.00 even though his check cleared within 20 days. Mr. [redacted] is concerned this may be a scam designed to create late fees. After reviewing Mr. [redacted]’s account, we show each billing statement is issued on the 11th of each month. The statements are then sent to the customer. On the statement, it shows the date the payment should be mailed by, and the actual due date of the current payment due for that month. Mr. [redacted]’s ‘mail by’ date on the statement that was printed on October 11, 2016 was October 31, 2016; the due date was November 7, 2016. Mr. [redacted] made his October 2016 payment on November 10, 2016. This payment, as shown on the statement, was due on November 7, 2016. This is why a $27.00 late fee was assessed on Mr. [redacted]’s account. Payments made online, are posted to the account the same day. According to Mr. [redacted]’s account, he made the payment online. Unfortunately, we are unable to waive the late fee on Mr. [redacted]’s account, as his payment was received beyond the due date. If Mr. [redacted] has any further questions, he may contact our Customer Service office at ###-###-#### between the hours of 8:00am and 8:00pm, Central Time, Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
A customer service representative also contacted the customer to review her billing concerns. Therepresentative confirmed with the customer that her bundle was $79.99 per month. The representative reviewed previous credits and also issued an out of service credit of $37.57 for...
voice and $13.34 for the set top box. The representative advised that Verizon does not guarantee wireless (WiFi) speeds. The customer had no further questions.
Verizon has adjusted $794.26 from Nov to Sept * the breakdown is as follows. adjust nov 2015 bill to Aug 2016 bill cust service should have been disconnected; Nov 2015 for 19 days $95.74, Dec $128.57, jan 138.31 Feb 63.75, Mar 63.68 Apr 63.68 May $63.19 Ju $63.68 Jul $63.85 and Aug ** days $49.54...
for a total credit of $49.54. The account now shows as the customer having a credit balance of $410.80 that will be refunded to the customer within 6 to 8 weeks. Sincerely, Rita J. Verizon Executive Relations Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[I was initially not told about the clause of getting into a 2-yr contract for the $200 certificate redemption. Anyway, I do not want to waste anymore of my time and would not continue with this complaint. It will remain unresolved. Thanks.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about the package that he was sold and specific channels that were not included in the package he subscribes...
to. A Verizon representative spoke with [redacted] on July *, 2015 and have changed the package to include the missing channels and have upgraded at no additional monthly cost to him. [redacted] has accepted these actions as resolution and closure to this inquiry. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
Company records show that the customer placed an order online on 2/**/16. A confirmation email was sent on 2/**/16 to [redacted]. The confirmation listed the services the customer agreed to along with the order date of 2/**/16. Customers are notified via the website when term agreements...
are near the end, it is the customer’s decision if and when to renew the agreement. Once the new agreement has been accepted it will take effect on the order date.
Thank you for referring this complaint to us for a response. is concerned about a router maintenance surcharge of $2.80 per month. The fee addresses high costs associated with certain, older routers that some customers continue to use, while providing cost-effective choices for customers to...
move to newer, more capable routers.The $2.80 router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers ([redacted]). For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessed. The newer models are faster, have greater wireless range, offer greater online security (through use of the WPA2 protocol), and provide a better customer experience. However, if [redacted] does not wish to upgrade, he will be billed for a router maintenance surcharge of $2.80 per month.The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routers. The latest connected devices include PCs, tablets, smart phones that support the latest Wi-Fi and wired speeds. Upgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their router.Verizon began notifying customers through email and direct mail starting July **. All customers will have been notified by August **. Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routers. Those notified in August will see the fee in their October bill cycle if they choose not to upgrade.Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $10 a month.On August **, 2016, I spoke with [redacted]n and advised should he purchase a third party router, he would not be subject to any monthly fees. It must be a Verizon-branded, compatible router i.e. [redacted] Rev I (Advanced Wi-Fi router) or Verizon G1100 (Fios Quantum Gateway). I explained that Verizon does not provide the models or brands of routers compatible with Verizon service nor does Verizon support third party equipment. [redacted] was not satisfied with the resolution.We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] has experienced as a result of the above matter. Should the Federal Communications Commission have any questions, please contact S. Kashif using the contact information you have on file.
Please be advised Verizon record showed no calls prior to October **, 2015 requesting to disconnect the services. Based off this information no credits have been applied to the account. I was unable to reach [redacted] and sent the attached letter as our response. We trust this provides...
your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I made numerous lengthy attempts to resolve matter both via calls and the chat option. The day after I entered this complaint, I received a call from a [redacted] with Verizon who stated the company would be reviewing the matter to find a resolution. I have not received any further calls or voicemails from Verizon after that.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]