Verizon Communications

Verizon Appeals representative spoke with [redacted] on 04/**/2015, and advised that Verizon  will honor the rate of $144.99 for 24 months as promised on the call. The representative will manually adjust the account to get the rate of $144.99 for 24 months. In addition to the Triple Play the...

customer as a $15.00 LEC discount for 12 months. [redacted] will pay for her boxes, Spanish Language Package,taxes and surcharges. The Appeals representative apologized that she was told she would be getting all new boxes when that was not true. [redacted] accepted the offer of $144.99 for the Triple Play and is satisfied. [redacted]

I spoke with the customer on February**, 2015, apologized for the inconvenience and advised her issue was referred to the appropriate department to investigated. On February**, our representative checked and advised an order was issued transferring the service and adding High...

Speed Internet services. After the orders completed, our Verizon Technical Support Staff enable the High Speed Internet service. It was confirmed with the customer that they were on-line and getting their emails. I spoke with the customer as a follow up, apologized and advised it should have been explained there would be a temporary loss of service due to the transfer. The customer will call when the bill is received to confirm the charges are correct. She has my contact information.

Thank you for referring the complaint of [redacted] to our office. We appreciate you bringing this matter to our attention.   We made several attempts to contact the customer and provide a resolution. The first attempt was made on 11/**/2014. A message was left with our direct...

contact information. The second attempt was made on 11/**/2014. A message was left with our direct contact information. We mailed a call office letter providing our direct contact information.   We trust this information will assist you in closing the complaint.  We apologize for any inconvenience that [redacted] [redacted] has experienced as a result of the above matter.   Sincerely, Customer Relations Specialist

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 have received a call from a representative and we have been playing phone tag.  I have requested a copy of a final bill which I have not received yet - it is coming via mail.  However I still don't understand why Verizon's failure to provide services for over 5 days (which I can not verify I have not been charged for) allows them to adhere to a contract.  Their contract was to provide services which I did not receive.  They were in breach of contract and have not answered to me their responsibility.  Until I receive their response to that along with a copy of a contract signed by me which states they can hold me to cancelation when they fail to provide services and my last bill via postal mail, I will not  be able to resolve this complaint. 
 
 
 
 
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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I think that is a very unfair business practice to charge a late fee because I moved and you couldn't provide the service I needed.  They were offering me phone service which I don't need in order to have internet connection.  You simply don't have services at my new location and wanted to provide me whatever, which isn't fair.  You should be fair and wave that early disconnection fee as I didn't want to disconnect. You made me disconnect. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[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] hadaccount [redacted] with the Triple Play. Records...

indicate FIOS TV andVoice were cancelled on 4/**/14. There was no request to cancel the FIOS DATAper notes only the TV and Voice.  Records indicate account number **###-###-#### began under [redacted] on4/*/2014 with order [redacted]. This account was for FIOS Data only.  As a courtesy Verizon has adjusted the [redacted] account number [redacted] as FiOS Data is active under [redacted] with account number **###-###-####. Credit in the amount of $362.44was issued on 2/*/15 clearing the balance. This information has been provided to [redacted] and she is satisfied with this resolution.   Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint.  Sincerely, [redacted]Verizon SW Executive Relations  ###-###-#### EXT[redacted]

Verizon issued the refund check.  Verizon has verified with [redacted] that her concerns have been resolved.We trust this information will help to resolve [redacted]'s concerns.

The customer spoke to a representative on December **, 2014.  The representative advised that based on the history of repair issues that the customer experienced; the $250.00 early termination fee (ETF) that will bill as a result of disconnecting services prior to fulfilling the service...

commitment will be waived.  A credit for the charge will be issued after the bill generates.  The customer was satisfied.

Revdex.com:As I originally emailed your representative on 03/**/2015 at 4:26 PM. I received the refund check from Verizon that day, so please close the complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted] was given a credit of $69.99 for the activation fee and $120.00 for missing bundle discount total credits $189.99. [redacted] will see credits on his 5/**/15 bill.

Revdex.com:
I accepted their offer, but I was not satisfied.  The punishment should have been much harsher, but I didn't want to be bothered by it.  Companies that make these kind of offers don't really intend to honor them, thinking that people will just forget about them.  Verizon is one of those companies!
[redacted]

A credit of $67.59 was issued leaving a zero balance.  The account is already closed.

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 response makes it sound like the company bears no real responsibility. Therefore, giving an empty apology. However, the letter that was emailed to me never apologized for the other persons account being on my [redacted] credit report. It just stated that the account was removed but took no responsibility for the improper placement.  If customers have the same first initial and last name (but Verizon failed to add a SSN to the account) then the account could be placed on anyone's credit report. Two relatives, DO NOT share the same SSN - that's why this information is used when opening an account - right?? This is unacceptable. And to state that it could happen again further details my outrage about this company's negligence and inaccurate credit reporting practices. If Verizon had done its due diligence and added all the correct information this would not have happened, but to not do that and state that it could happen again - is harmful, negligent and counterproductive. The second account isn't even mentioned in the response, which again goes to my point regarding their lack of concern, poor response and customer service. I have contacted my States Attorney regarding the second account, and if that doesn't resolve it I will see them in small claims court. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Upon receipt of the complaint, I spoke with the customer, apologized for the inconvenience and advised the issue will be referred to the appropriate departments to investigate and resolve. According to our records, the customer spoke with a representative on October**, 2014 to review the order...

and made changes to the service. The Gift Card was mailed to the customer and the [redacted] link was e-mailed. I spoke with the customer on January**, 2015 who advised she is able to access [redacted] and all of her concerns were addressed and resolved. She has our contact information.

Internet issue was resolved same day. Account was not shut off for non-payment, last time it was suspended for non payment since last September. All our systems show DSL working.

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 am unsure why their system doesn't show my phone call complaints. The last time I called Verizon, they had no problem finding my previous calls. They even tell me every time I call that my conversation is being recorded; when I ask for the recording they never send it. Now, the recordings and notes suddenly disappear?  I called the "representative" from Verizon back, but she was out of the office. I explained I work from [redacted] to [redacted] and would like to be called outside of those hours on her voicemail. [redacted] from Verizon still called my phone during work hours (AFTER I ASKED HER NOT TO) and left a voicemail that she is only available until[redacted]. I shouldn't have to pay for service charges when the service provided was unstable. The TV connection cut out every show so it was annoying to even watch a television. The internet was slow and would shut down for no reason at times.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have had termite and pest control service with AAA Termite for years. They are great to work with, always pleasant, and do a great job. Highly recommend!

The customer confirmed receipt of the letter on February**, 2015.

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:So Verizon is saying that "no repair is required"...

because I disconnected the service. But what is left out of this is WHY I had the service disconnected. It is because they called me after I filed my Revdex.com complaint to set up a repair appointment and then did not show up. I can't just keep taking time away from work to wait for no-show appointments. Even a Revdex.com complaint didn't seem to help resolve this irresponsibility. My complaint was not just a lack of service but a continuing failure to honor appointments to fix it. This never changed.So I had no choice but to give up my phone line and switch services to [redacted] instead of Verzion. I should add that [redacted] did show up for the appointment that was scheduled to hook up my service with them.Therefore my complain was never resolved by Verzion. They never showed up when appointments were made.In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
The business has resolved my issue in reference to complaint ID [redacted], I find that this resolution is satisfactory to me and the matter has can be closed. Thank you for your assistance. 
Sincerely,
[redacted]