Verizon Communications

Please be advised, Verizon records reflect when the refund of $29.95 was refunded, the system generated taxes on the account in the amount of $2.70 in error. Record show the consumer contacted Verizon on  2/*/15 advising of the charges billed and monies totaling $2.70 were adjusted from the...

account to bring the balance owed to zero. Verizon apologizes for any inconvenience caused surrounding this system billing error. The consumer's account now reflects a zero balance .

[redacted] Thank you for referring the complaint of [redacted] to our office for review.  Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted] placedorder [redacted] on October *, 2014 for a triple play with Fiber...

Digital Voice+Preferred HD   and 50/50 Data with a 2year contract term. [redacted] service was installed on October**, 2014.  Verizon repair shows 2 repair tickets sinceinstallation.  10/**/2014 ticket number [redacted] on October **,2014 reporting should have 2 DVR’s but only received one.  10/**/2014 ticket number [redacted] reporting DVRis not showing recordings. Ticket closed with a new DVR being sent.  Records further indicate [redacted] called in onNovember *, 2014 and requested that the service be disconnected and order[redacted] was don’t to disconnect the account. The account shows on theNovember **, 2014 bill that the customer was billed an early termination fee of$230 for not keeping the service the 24 month term.    Verizon regrets the experience when contactingcustomer service to get assistance with concerns. As a courtesy credit has beenissued for the remaining activation charges of $48.45. A previous Verizonrepresentative issued credit for the first $23.33 for a total credit of $71.78for the activation charge. As a courtesy credit has been issued for the earlytermination fee for a total of $252.53. The account now has a zero balance. A Verizon representative spoke with [redacted]on March *, 2015 to explain the above information and she expressedsatisfaction with the resolution.  Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint.  Sincerely, [redacted]  ###-###-#### EXT [redacted]

Subsequent to receipt, review and discussion of thecomplaint particulars with both [redacted] and [redacted], I forwarded theirconcerns to our financial services department for assistance.   Multiple attempts were made to transfer themonies paid to Verizon Wireless transferred to the...

customer’s Verizon landlineaccount of ###-###-####.  The requests totransfer the payments were rejected because per Verizon’s policy, both paymentsfunded the balance due on their Verizon Wireless account.  Transferring the payments would consequentlycause a past-due balance.  In addition, a Verizon Financial Servicesrepresentative requested [redacted] to fax how her information is being sentto her online banking.  A review of theinformation, however, does not clearly reflect the account information associatedwith the payments.  There are notationsthat the payment is being made to Verizon Communications; however, that is alabeling issue.  Monies are forwarded tothe actual account designated.   In thisinstance, the disputed payments were directed to the Verizon Wireless account.[redacted]contacted me to further discuss his options. I advised him of the above information and suggested that he contactVerizon Wireless and request the disputed payments be transferred to hisVerizon landline account.  I advised [redacted] that there is nothing further that Verizon can do at this time. Tell us why here...

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]
 This was the worst experience with any company ever.  Worst customer service ever.  I won't accept their responses because nothing was ever resolved.  I finally gave in out of pure frustration and if this service was not brand new I would cancel and go somewhere else because verizon does not know how to treat their customers and does not follow through with the things they promise them.  My mother in law just canceled service due to their LIES! cancelled in 2 weeks! If I could afford to start a new service I would!!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find...

that this resolution is satisfactory to me and the matter has been resolved.  However, I did ask Verizon to call me and let me know when they have paid the electrician.Sincerely, [redacted]

Subsequent to receipt of the complaint, I reviewedthe account.  A $178 payment that wasreceived by Verizon Wireless was transferred to [redacted]’s Verizonaccount.  The payment is noted asinitially received January**, 2015.   Inaccordance with our earlier discussion, I authorized a Verizon FinancialServices representative to issue a $5.15 late payment fee for the past threemonths and totaling $15.45 to the account.  Consequently, subsequent to application of the$178 transferred payment and the $15.45 late payment fee adjustment, thebalance owing now stands at $334.83.I contacted [redacted] yesterday, March**, 2015,and relayed the above information to him. I advised him that the other disputed payment for $173 had not yet beentransferred by Verizon Wireless to his Verizon account.  [redacted] asked if he could simply repaythe balance along with his current bill. I advised him that would be fine and suggested he contact Verizon’sFinancial Services of his intended payment arrangements.  [redacted] thanked me for thecallback.  Tell us why here...

A representative from our testing center has review the problem and advised that the issue is with ESPN and Comedy Central. We have been unable to reach the customer to do further testing. I have left my contact number on the customer's voicemail.  A letter and email was also...

sent asking that he contact me at his earliest convenience.  Once the customer contacts me we will be happy to assist him further.

Good afternoon, The services were successfully bundled as requested by the claimant.

The cost difference between Select & Preferred is $15.00.  The representative is crediting your account for a total of $30.00, $15.00 for February and $15.00 for March.

The customer explained she had moved and then terminated services. The customer explained she had to make multiple calls and that she was told she would not have to pay for the service. The customer is disputing a final bill received for $75.96. Our investigation determined that our...

records showed we had informed customer that the charges for the old location would be adjusted in full when customer informed us that the services there should have been discontinued back in September. This service was under a different telephone number and the charges were adjusted. The final bill for $75.96 is for the new location where bundled services of phone and data were ordered. The services were provided on9/**/14. Our records show the order for the activation of the internet completed with a user name and password set up. The customer was billed a $19.99 activation fee for the internet service and $44.99 for modem/ router. We did not bill any monthly charges for the internet service. On 10/*/14 the services were terminated. Upon receipt of complaint we were able to confirm the modem/ router had been returned and account was credited for $48.59 for the equipment (credit includes taxes/surcharges)This left a balance owed of $27.37 which is the applicable $19.99 activation fee and monthly charges for the phone service providedbetween 9/**/14 and 10/*/14. Upon receipt of complaint we issued credit of $27.37 to the account bringing it to a zero balance. We were not able to reach the customer by phone after makingmultiple attempts. We appreciate the customer bringing these concerns to our attention.

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 and [redacted] have told nothing but lies...no one has reached out to my regarding my complaint.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Please be advised, Verizon has reviewed the consumers account. Verizon does not require a minimum service qualification in order to obtain the Triple Bundle package, however, [redacted] does.  The consumer currently subscribes to the Double Play package with Phone and Internet services. Upon...

receipt of thecomplaint filed, Verizon has made attempts to speak with the consumer to advise that she would need to contact [redacted] and possibly upgrade her current TV package in order to combine services with Verizon to receive the additional discounted package pricing. As a courtesy to the consumer, Verizon has issued a onetime adjustment on the Verizon account for the activation and modem fees billed. A please call letter has also been mailed to the consumer in hopes of speaking with her to review this matter.

Unreliable! Had an appointment scheduled for morning. Stayed home from work. Called and canceled on me that morning! Wanted to reschedule. Why would I want to redchedule with a company that can not keep their appointments?!

Please be advised Verizon has reviewed the concerns [redacted] questioned in her complaint to the Revdex.com.  We have confirmed all payments in question have been applied to the account and no [redacted] charges appear the Verizon bill after 09/**/14.  Our investigation found that the combined...

billing stopped either due to a system issue or possible changes in the phone service prior to that date.  [redacted], Verizon’s [redacted] counterpart has spoken with [redacted] and advised that the charges reflected on the separate [redacted] bill are accurate and will need to be paid to [redacted] directly.  The balance will need to be at zero and then Verizon can put in the request to combine the account again.  During the previous investigations [redacted] was charged for calls to our office and those charges have been credited.  Verizon [redacted] has been in touch with [redacted] concerning the service issues she has experienced.  We have dispatched a technician that was unable to locate a problem with the Verizon Network.  We are sending a second technician at her quest and will follow up after that visit as well.

Please be advised, Verizon made contact with the consumer to address the complaint. Upon resolution, credit of $38.63 was issued to correct the billing for the dryloop data service. The consumer was informed the remaining balance of $20.60 is a valid charge. The customer agreed to issue payment. ...

Additionally, at the consumer's request, Verizon's Financial Service team made an attempt to make contact to assist with the payment, without success. According to Verizon Financial Services, the consumer can mail payment to Verizon [redacted]. If payment is made via phone, an additional service charge of 3.50 is charged for use of credit/debit card, that is unable to be waived. If the consumer chooses to mail payment, he must ensure the account number on check. Additionally, the consumer must contact [redacted] directly to investigate the $40.00 payment made directly to them in 2008. [redacted]'s phone number is ###-###-####.

According to record, a representative informed [redacted] via email of the service order issued for new service for his parents effective December **, 2014.  Details of the service and pricing were submitted to [redacted] via email.  [redacted] was provided contact information for future contact, if necessary.

Advanced appliancea have been great. My products are always shipped in a timely manner and the staff treats you like home. My buying and installation process went smooth. I buy alot of appliances from diffrent places and they have all my support. Thank you.

On 1/**/15, a Verizon customer service representative explained to [redacted] that once his new contract takes effect on 1/**/15, she would issue a credit on 1/**/15 for his original early termination fee for $230. The representative advised that the credit will appear on his 1/**/15 statement.  The representative also advised [redacted] that he will not receive a $300 gift card for his new order as it is not eligible; the television commercial is for the Triple Play.  [redacted] advised he has another provider for his phone service.         Thank you,   [redacted]    Office ###-###-#### Fax ###-###-####

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]
I suppose enough is enough, but I must tell others about Verizon's lack of response and lack of quality service.  They claim -
                            "We contact customer on 1/**/14 upon receipt of this                             complaint and customer confirmed services working fine now and satisfied"
This is not at all accurate.  We told them that the TV and phone were working at that moment but that there were another issues just recently.  We also still had/have issues with remote (PC) access.  Little was done about the sloppy quality of the install (wires and boxes).  We also received a bill higher than quoted.  Of the many hours we have spent calling and being on hold, only on representative actually made progress - for this we are extremely thankful. I authorize the Revdex.com to close this complaint, but I can not agree with Verizon statement that that we are 'satisfied'Perhaps Verizon will contact me to resolve the lingering issues and billing error
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Several attempts have been made to reach the customerwithout success and a call me letter was mailed. We need to speak with thecustomer in order to discuss and issue orders customer may want issued.