Verizon Communications

Subsequent to receipt of the complaint, I contacted[redacted] and apologized for his past experience.  I advised him that records show adisconnection letter was mailed to him June *, 2015 and expiring June **, 2015;however, he disavowed receipt of any notice. With regard to the $53.47...

refund he allegedly never received, I promisedto forward to the appropriate department for investigation. Subsequent to an investigation, Company recordsreveal that a refund was sent to the customer’s bank account on August **,2014.  The refund posted to the customer’sbank account, marked as confirmed after 65 days on October **, 2014 (specificinformation provided in a separate email to [redacted]).  I advised [redacted] that he needs to contacthis bank and verify payment that was made to his account with the informationprovided.  I closed our conversation bystating that I was required to respond to the Revdex.com; however,if there were any residual issues regarding this issue, [redacted] has my directcallback information and, of course, he reserves the right to file a rebuttal.  Tell us why here...

On 12/**/14, the customer was advised that Verizon hadissued the promised credit of $54.99 for the loss of Fox 25 during channelnegotiations. Verizon regrets the inconvenience that [redacted] and othercustomers have experienced as a result of being unable to watch Fox 25 onVerizon's FiOS TV...

service. Unfortunately, new station owners [redacted] neglected the wishesof their own viewers and removed Fox 25 from the FiOS TV lineup on Nov. ** at 3a.m., repeating a step they've taken before in other markets.  However, Verizon and [redacted] have now reached anagreement to renew their contract allowing FiOS TV to carry Fox 25 again, and[redacted] restored its programming to the lineup on 12/*/14.

Our investigation determined deposit paid via credit card sothe refund issued would go back to the credit card. Accounting confirmed refundin processing as of 1/**/15 and would be back in customer account within 3-5business days. We confirmed receipt of refund with customer on 1/**/15. We apologize...

for the problems and appreciate customerbringing these concerns to our attention.

On January *, 2015, our billing representative spoke with[redacted].  She is not happy with our ratesand wants to see if we can lower the billing price point she is currentlypaying.  We went over different optionsand she feels our prices are too high and she may have to go to...

anothercompany.  The customer is also disputingthe late fees that she has for the past six months. The fees total $25.67.  Our Collections representative explained ourprocedures on late payment charges assessed. [redacted]'s has an 8 day grace period before fee(s) are billed.  She is currently past due $206.13.  The customer was advised these fees are validand no adjustments will be issued for late charges.

Revdex.com:
Verizon has fixed my Triple Play Bundle to the $79.99 on November *, 2014 with updated order #[redacted] Thank you for your help, hope this does not happen again in another 2 years.
 
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]

We apologize for any misunderstanding. Customer issues werereferred back to installation with area foreman leaving a message for customerto contact him directly to address any concerns with the installation work. Wealso had tech support escalations leave a message for customer to contact themdirectly to address any issues with the internet service.

Thank you for referring thecomplaint of [redacted] to our officefor review. We appreciate you bringing this matter to our attention. A Verizon representative was unable to speakwith [redacted] in regards to this inquiry. We have left a message on January**, 2015 and January**, 2015.  We have also mailed a letter that providesthe direct number for the account specialist handling this inquiry.  In research of the account, we were able tolocate the repair ticket in question and have issued credit for the days [redacted] was without service.  We haveapplied an out of service credit for $16.14 for four days during dates of1/**/15 to 1/**/15.  [redacted] hassince acknowledged our written response and is not satisfied with theresolution.  Verizon does not compensatefor time or missed wages, however we would like to assist with aresolution.  Our office is open duringthe hours of 8am to 6pm.  We can makearrangements to speak with [redacted] during this time frame to assist inresolution as we do have account specialists available.     We trust this information will assist you in closingthe complaint.  We apologize for any inconvenience that [redacted] hasexperienced as a result of the above matter.

The resolution to this case has not changed.  The customer was provided an emailconfirmation stating “Your FiOS purchase or Quantum speed upgrade makes youeligible to receive a LG G pad or up to $150 off any tablet from VerizonWireless. "New 2-yr Verizon Wireless activation required." The previous resolution was as follows: Records show that the terms of the promotional offer ofreceiving a LG tablet or $150.00 off any tablet from Verizon Wireless werecommunicated with the customer via direct contact with the vendor and via anorder confirmation email sent to the customer which indicated the following:Your FiOS purchase or Quantum speed upgrade makes you eligible to receive a LGG pad or up to $150 off any tablet from Verizon Wireless. New 2-yr VerizonWireless activation required. Watch for your certificate and instructions onhow to redeem once your FiOS service is installed or upgraded.  Must install/upgrade by 02/**/15 to beeligible.  If the customer chooses a LGtablet, the tablet itself is free but to receive the tablet a 2-yr VerizonWireless agreement must be activated.

Thank you for referring the complaint of [redacted] to our office for review. We appreciate you bringing this matter to our attention. On February*, 2015 and February*, 2015, a Verizon representative attempted contact with [redacted] for resolution.  We havebeen unable to speak with...

her in regards to this inquiry but we have left detailed messages as well as mailed a letter that provides her the directcontact number for the account specialist handling this inquiry.  We have researched and confirmed that [redacted] did not originally receive the promised gift card.  This was identified and a gift card was mailed to her.  [redacted] did make contact with us previously and we provided her with two additional gift cards but this did not satisfy her request of $100.00.  We have fulfilled our promised gift card and extended two additional gift cards toresolve.  Please accept this response as closure to this inquiry.We trust this information will assist you in closing the complaint.  We apologize for any inconvenience that [redacted]has experienced as a result of the above matter.

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:

[Your Answer Here]
 
This email is in regards to my complaint against Verizon/[redacted]. This issue has not been resolved. We were not advised of any discount that expired, nor were we given any notice. My parents have the same EXACT plan and their bill has been consistently $126. Our bill started out with that amount and continued to creep up to $177. Two months ago our bill was $215. We also requested twice that we no longer wanted the amount taken directly out of our account and want a bill sent out in the mail. They didn't listen and it was taken electronically. Now I received an email stating our bill is $219. Verizon/[redacted] is unable to tell my why. If they can't tell me why they have no business taking our money. How can you charge somebody for something that they can't even explain as to why. It's bad enough they're charging us $215, now they raised it to $219...They won't/can't even tell us why. Both compaines are ripping off their customers and they're getting away with it. I really would appreciate some help.Thank you,[redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We spoke to [redacted] regarding amount due on final account [redacted].  The customer was placing an order online 10/**/14 for the Select fios ready offers. She had some questions about it and called in to speak to a Rep. The rep advised customer she could place same order for her...

and honor online waivers for activation charges. The activation charges were never waived and the customer then cancelled that account 11/*/14 to take advantage of the holiday offer with a $400 gift card. We issued a credit for activation charges 69.99 and late payment amount to close out final bill in full.  The total credit amount is$77.34.  The customer is satisfied.

Our investigation determined that when the account wassuspended for the season we continued to bill for the Regional Essentialscalling plan in error. We had billed for the plan for a total of 4 months withcredit for two of these months issued. Upon receipt of this complaint we issued credit for...

2 months ($74.08).We also issued credit of $9.97 for the non-recurring charges billed in ourattempts to correct the billing. We are following up to manually adjust each bill after it isrendered until the account is restored in the spring. The customer will receivethe bills showing the charge of $37.04 for the Regional Essentials Plan withthe credit appearing on the next bill. We left messages for the customer to inform of the creditsissued and pending credits. We mailed letter providing customer with billing specialist’sname and direct number to call with any concerns as well.

We spoke with [redacted] and advised her there was an issue with some refunds not being processed.  We went in our refund system and manually processed refund.; 2-3 weeks at the latest.

We spoke with the customer and apologized for the inconvenience. A deletion letter was emailed on April **, 2015 that a request was submitted to delete the information from the customer's  credit report with all three credit reporting agencies for the address on file. The account has...

been updated in our system. The customer said this was the second incident. The valid account holder on the account is a family member whose first name begins with the letter *. It was explained without the Social Security number of the disputer,  the account could be co-mingled again. We checked the three credit reporting agencies and only one account reports is in the customer's name which was correctly reported. This information was emailed to the customer on April **, 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:

I have not been able to make contact with them.  I returned their call twice leaving voicemails each time & I just emailed them with the times I am available to be contacted with a resolution.  I still do not have the channels I am paying for, but I am hopeful that once I speak with someone we can resolve this.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Verizon previously advised: After review of the account, it was determined that an adjustment for the cost of the router was warranted. An adjustment of $105.99 which includes tax, was applied to [redacted]'s account on 3/**/2015. A refund check for that amount is being process, and [redacted] should receive the refund in approximately 15-20 days. Verizon cannot compensate for time and/or inconvenience. No additional refund will be issued.

I spoke with [redacted] at [redacted] and explained the vacation policy for [redacted] customers with voice service only. In [redacted] you can place the voice on vacation for 9 months per calendar year at no charge. You must have the service on for a minimum of 30 days in order to place service on vacation and also must keep the service on vacation for 30 days in order for the service not to bill.[redacted] understands and would like us to write back to the [redacted] and the Revdex.com on the vacation policy for [redacted]. I also went over her new bill and advise no new charges were billed service is on vacation.

Outstanding professionals; knowledgeable and honest. I am happy to have these good folks taking care of my home. Highly recommend.

Please be advised we have made multiple attempts to reach [redacted] to discuss the account further, but have only been able to leave messages. Upon receipt of the complaint, December **, 2014 we requested the account be recalled from outside collection agency and held for 20 days to allow time for...

investigation and resolution.  I have sent the attached letter asking her to call us for assistance.   Thank you,   [redacted]