Verizon Communications

Verizon dispatched a technician on 11/**/14 and replaced oneDVR with an HD STB. The customer stated she was satisfied.

[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]established FiOS Internet 3/1M as a month to month account on 3/**/2013 at$64.99....

[redacted] spoke with a Verizon representative on 4/**/2014 torenegotiate service. An order was placed to upgrade Internet to 15/5M with a 24month contract.  Verizon records indicate an email confirmation wassent to [redacted] with the monthly rate and 24 month serviceagreement terms. Customers subscribing to Data service with a 24 month contractto receive a discount of $15 off of the current $74.99 (month to month) rate.  On 12/*/2014 an order was placed terminating theservice with 17 months remaining in the contract. Therefore based on ourinvestigation the ETF is a valid charge.  This information has been explained to [redacted]. Verizon apologies for the inappropriate treatment[redacted] received when attempting to address concerns. Verizon regrets theinconvenience this has caused and trust that this information will assist youin closing this complaint.  Sincerely, [redacted]  [redacted]###-###-#### EXT [redacted]

According to record, the payment reversal for the $100.00 payment completed on November *, 2014.  [redacted] confirmed receipt of the funds and informed she has not received the $145.00 payment.  [redacted] in the Executive Relations office informed [redacted] the $145.00 payment reversal is...

in progress and an expedite has been requested.   [redacted] informed she will make immediate contact once the payment reversal completed.  [redacted] was provided direct contact information to reach [redacted] in the Executive Relations office.

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 bec
 
 One in the resolution Verizon admits that I did not make the changes to the account second when I spoke with her on the phone I told her that Verizon should pay the [redacted] bill and I also told [redacted] I was trying to get Verizon to pay the bill and that was not even mentioned in the resolution I told Verizon that I did not think it was fair that they made unauthorized changes to my account for third time which they admitted doing they told me that they would investigate and let me know if they would pay the [redacted] bill they did not they gave me a bogus phone number to get back in touch with them I want the [redacted]  account cleared and Verizon made the mistake that I had no clue happened until dec Verizon needs to straighten the bill to [redacted] they did not do there investigation if they had they would have cleared the issue up by now and I am asking for free phone service internet and [redacted] service please let Verizon know that they should do an investigation start back in aug with the fcc then start in sept where they screwed up my [redacted] account please note that I would like the issue to taken care of by dec ** they please look into the fcc records this is not the first time it has been an on going battle with me and Verizon for the last four years please investigate and you will see I am telling the truth no I do not accept Verizon resolution so investigate and come up with a new one
Please let Verizon know to fix my [redacted] bill by the [redacted] of December. I can not afford to pay a $500 [redacted] bill. [redacted] is scheduled to come out on Dec. **. If I have to get dish then I will be seeking cancellation fees for early cancellation of my [redacted] service. I have not had any issues with [redacted] and I have been a customer since 2011 up until now. [redacted] has been good to me and my family. If Verizon can pay the $277 then I can stick with [redacted], but they have to pay it buy the [redacted] of December. Please note that they did admit to changes my services without authorization to the Revdex.com. Please forward this to Verizon. 
Sincerely,
[redacted]

Good morning, I have been unable to get in contact with the claimant. Also, it is very difficult to understand what it is that the claimant is looking for. Per notes from the previous response, credit was added for the time spent out of service and for the repair charges. Also, the claimant confirmed his speed was at 4.9 mbps down and .49 mbps up, claimant was also made aware that it would be unstable at 5 mbps and the claimant stated he was fine with keeping it at 4.9. All issues have been addressed and credits issued. I will be sending the claimant a letter with my contact information so the claimant may contact me.

Verizon engineering contacted the customer and designed ajob required to address cable and wiring obstructions on the complainant’sproperty. The job was then referred to construction who advised it will be donein two phases. Phase one is to trim out cable in the backyard and in thebasement of...

neighboring property on [redacted]. by 2/**/15. Phase 2 for cableremoval will follow and the customer will be provided with an update at thattime. Verizon Executive Relations will monitor the progress of this job forcompletion to the complainant’s satisfaction.

Verizon's Fiber Solution representative made contact with [redacted] to address the complaint.  Upon resolution, the representative created a primary username for [redacted], moved his sub account,  all emails and contacts over to the new account.  [redacted]...

[redacted] confirm resolution.  The representative provided contact information to [redacted] for any further questions or concerns, in the future.

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]
 The issue has NOT been resolved yet. Verizon continues to give me the run-around. I simply cannot believe a large corporation like Verizon does not want to correct this error and is now passing to yet another section of the organization in order to avoid taking responsibility. Again, this issue has not been resolved.
 
 
 
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:

Per my original complaint, the debt that was sent to the third party collection agency was sent illegitimately by Verizon. The (3) three pieces of equipment that Verizon is charging me for was returned to the Verizon store back on 11-**-2012 at the time of my disconnection. I have attached the original receipt showing the return of the equipment. I also paid $400 that same month to clear my account with them, as stated in my original complaint. I have spoken to several representatives at Verizon to resolve this situation and they have stated that they see the equipment was returned and that a payment of $400 was made back in November 2012. We did call the third part collection agency [redacted] and they said that they would need a letter from Verizon stating this debt was taken care of or we would have to make arrangements with them to pay off the debt. I have stated all of this in my original complaint. We would like Verizon to clear the debt that was sold to the third party collection agency in error and for Verizon to clear this debt off of my credit report which should never have been reported.   
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We spoke with [redacted] and advised 01/**/15 bill shows credit from 12/**/14- 01/**/15. Explained we issued a manual adjustment of $61.42 to the account for 01/**/15-01/**/15. Informed because the account was disconnected during the billing cycle will receive auto credit from...

disconnect date to the end of the billing cycle (01//**/15 - 02/**/15). [redacted] understood will be receiving a revised final bill and had no further questions or concerns.

Per the customer's request, Verizon has submitted call contacts to the customer via email.  Please see documents attached. Verizon's position remains the same, all charges are valid.

Company records reflect installation of Verizon’sBundle Security and Backup Bundle on September **, 2013.   Disconnection of Verizon’s Bundle Security andBackup Bundle was issued December **, 2014. However, also, on December **, 2014, installation of VASIP Item InternetSecurity Suite...

Multi-Device [redacted] was installed.   VASIP Item Internet Security Suite Multi-Device[redacted] was later disconnected December **, 2014.  A review of relevant trouble report reflectsonly two (2) tickets filed by the customer. Specifically, the customer contacted Verizon November **, 2013 and againDecember *, 2014.  On December *, 2014,Company notations reflect that per [redacted], the customer had exceeded the numberof licenses; however, [redacted] released the license and the customer was able toactivate the service.Subsequent to receipt of the complaint to the BetterBusiness Bureau, I spoke to [redacted] and reviewed relevant customer/Companycontacts and trouble history.  I advised[redacted] that Verizon records show little contact with Verizon’s businessoffice.  I also advised the customer thatonly two trouble reports were filed with our Repair Department.  I explained that the record does not supportthe customer’s contentions.  I apologizedand advised I could obtain a minimal credit given the lack of documentationsupporting her claims.  Accordingly, Irequested a two-month credit for the Bundle Security and Backup Bundle@$10.month x 2 or $20.  This credit wasissued today, January **, 2015 and should appear on the customer’s next billingstatement.

This place socks, the receptionist, and the office manager [redacted]) whoever the [redacted] is, makes false promises... My wife and I receive better customer service at a Sonic Drive through....I wish all of the Advanced families the hottest summer and the coldest winter, three repairs later I'm still w/o any format of AC. save you money, sanity and time.....Stay away

Good afternoon, The Central office that provides DSL service to this location is closed for the sale of DSL. There is an estimated relief date of June 2015. At which point DSL service will be able to be ordered again. We cannot give a price that would include a service that cannot be installed....

Furthermore, no adjustments will be made for time spent contacting Verizon nor will there be credits issued for the device the customer purchased to gain internet access.

On November *, 2014 we spoke with Mr. Becker acknowledging receipt of complaint filed with the Revdex.com. On November *, our representative spoke with the customer, apologized and explained we are unable to waive the Early Termination Fee due to their...

relocation to a different state. Our records show the customer spoke previously with our representatives previously who explained and advised the charge is valid. In February 2014 the customer agreed to a 2 year contract. Under the 2 year contract, he was receiving monthly discounts. Upon installation of service, the customer received an email order confirmation which detailed the services and Terms of Service Agreement including the Early Termination Fee. The representative emailed the order confirmation of his consent. The customer was advised the Early Termination Fee is a valid charge. The customer will call back regarding the payment arrangements.

A voice mail was left by [redacted] in our Collections group advising the customer that the check has been issued in the correct name of [redacted].  The check will be there in 5-7 business days.  The customer has [redacted]'s number to call back should they have any further...

questions.  Case 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:

[Your Answer Here]
 
The original amount owed to me was $207.  I only received around $170.  The problem occurred because I cancelled but there was still a vacation request pending in the system which I believe overrode the cancellation request since it was pending.  I made the cancellation order the day after my vacation request in January because the woman on the phone working for Verizon had such a sarcastic tone and treated me very rude after I explained to her how Verizon repeatedly missed appointments with me.  In response the next day I called Verizon and I asked the operator who was extremely understanding and kind if I was under any contract.  He responded "NO" So I told him to please cancel and I will take my $207 credit because I was very upset with the operator from the previous day.  I also cancelled my Verizon Mobile service the next day due to the Verizon Fios's operators rudeness.  I understand I can do nothing to battle big business but I will never do anything knowingly associated with Verizon due to the one operators attitude.
 
 
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]what does this mean to me? None of this was presented to me at the time , nor did I sign anything, and this most certainly wasn't read to me..nor was this in my final bill statement.This writing means nothing because I am only receicing this 3 months after the fact, how do I know this wasn't wriiten up after the fact? I have no way of knowing this. My offer still stands I will pay half of the $216.01 balance (108.01) and close the account as fully paid, or 19 monthly payments until the balance is paid to fulfill my agreement.with no interest or late fees ...I'm not sure why a big Company like Verizon feels the need to try and collect money for services they are not providing, they expect anyone to pay them because ...why? I am not getting any service, because it is not available here
 
 
 
 
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.
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 first of all, I have only spoken to the Verizon rep once.  We played phone tag for a while  but I have left several messages that he has not returned.   I never got the chance to resolve this to my satisfaction and I don't see how they  can consider it resolved without a discussion with me.  The first and only conversation was me giving some information and I was told that he would look into it and get back to me.  They have not done that nor did they fulfill the terms of their service.  They also already have their equipment, it was picked up by a service representative 2 days after my initial call to them 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]