Verizon Communications

As of September **, 2014 the grace period to waive the Early Termination Fee was changed from 30 days to 14 days. I spoke with [redacted] on December *, 2014 who will provide a copy of the Terms of Service Agreement stating the customer has 30 days to avoid the Early Termination Fee....

Service was installed on November *, 2014 and disconnect on November **, 2014. At present, the bill has not generated showing any charges. The representative will follow up for the December 2014 bill to credit the Early Termination Fee if it appears on the bill. The customer is responsible for the charges for services rendered from November * through November **, 2014.

Please be advised Verizon has made multiple attempts to reach [redacted] to assist with access to the Verizon account on his home PC.  While we have not reached him directly, we do believe the problem with the current Java he is using in the PC.  I have sent the attached letter asking...

him to call me for additional assistance.    We trust this provides your office with the information required in this matter.   Thank you,   [redacted] Verizon Executive Relations

Upon receipt of the complaint we made several calls; leaving messages.  To date our calls have not been returned.  Reviewed account, dont see any note as to if customer was advised of charge, Applied credit for the $91 & the $46. Total credit with tax, $151.12

I am a member of [redacted], Home warranty company. This company been dispatched to work on my dishwasher. Aug 20th was the first service call. It isis now September 22nd and my machine is still not repaired. Not able to meet service time windows, ordering wrong parts, technicians unable to find the problem... All have occurred and continue at this time.

Subsequent to request of additional information required for a payment investigation, itwas determined that the note from the agent reflected - pays online banking, payment of $200 received January**, 2015.  It was then recharge-checked for stop payment January**, 2015.  The customer...

claims the money was never put back into the bank.   The Verizon representative advised the customer’s daughter that she would have to raise that issue directly with the bank as the “stop payment” action was executed by them.  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  Verizon Fios offers 14 days to withdrawal from the terms and conditions of the contract. Most of these items came to fruition after that time frame. In speaking with the Fios agent today it was explained to me that Fios sales reps are hired by use of a third party vendor. I am frustrated  that Verizon does not take responsibility  for the lies these rep tell and is now holding me responsible to pay for a service I don't like with customer service that is less than satisfactory. 
 
 
 
 
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]VERIZON, did in fact return my call, I still am not satisfied with the reasoning and believe it is unfair, when I told them that I would pay the balance out over the remaining length of the agreement 19 months, there was a long pause and the person I spoke with said I had to speak with the collections or accounts receivable office, when they called they said that they wont do that length of a payout they will only do 6 months. Well how is that fair?? They want me to pay for the remaining 19 months but they won't let me pay it out the full agreement? no where on there agreement( which they finally sent me after I  requested it 3 times over the course of all this) does it say upon cancellation is payment due in full, or does it say that payment arrangements can only be done in 6 months. However if they will meet me half way and cut the termination fee in half from 216.01 to 108.01 I will pay it in full.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Upon receipt of this rebuttal our LIFELINE team spoke with [redacted] and explained the information provided with the recertification form was invalid....they have mailed a new application to him today and provided their direct number in case he has any questions.

Please be advised, upon receipt of the complaint filed with the Revdex.com, Verizon has made several attempts to speak with the consumer regarding the account and have not been successful. However, Verizon has reviewed the consumers account; records reflect the consumer subscribed to Verizon Freedom...

Essentials (Phone) and High Speed Internet services.  At the request of the consumer the account was disconnected and in an attempt to adjust the consumers account to a zero balance, a credit balance was initiated on the account causing a refund check to generate. This was done in error. Verizon has placed a stop payment on the refund checks.  As of 2/*/15 Verizon has submitted a request to zero out the Internet account. Once this completes, Verizon can then issue adjustments on the Voice account to zero out the balance owing. Verizon will follow up with both the Revdex.com and the consumer to advise once all has been completed. We apologize for any confusion caused surrounding this matter.

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:

The wholesale company ([redacted]) who formerly owned the line has clearly stated both to myself and directly to representatives of Verizon that the number has been ported back to Verizon and they no longer have any access to the DSL line.  Once the number is ported to Verizon they no longer have any legal access to the account or DSL line.  Verizon failed to detach the DSL line when ported.  Aside from this technical issue, it remains unclear why there is not some way to override a system that is basing it's pricing on a DSL line that no one has access to.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Subsequent to receipt of the complaint, I mademultiple attempts to reach the customer but was unsuccessful.  Specifically, I called the can-be-reach number,###-###-####, and received a recording that stated at the subscriber’s request,this phone does not accept incoming calls. I also...

called the customer’s main telephone number, ###-###-####;however, the number rang with no apparent voicemail pickup.   I alsoforwarded an email to the customer but did not receive a reply.Additional information is needed and as noted above,the customer was unavailable to glean additional information or discuss thematter further.  The customer has mycallback information.

Verizon made contact with [redacted] via email to address the complaint.  The representative informed [redacted] the gift card of $250.00 is no longer available but a $120.00 gift, along with a $15/12 month credit can be applied, in lieu of the $250.00 gift card.  [redacted] responded...

to the email accepting the proposed offer.  The consumer may expect receipt of the gift card within 60-90 days and the $15/12 month credit will begin starting the next billing cycle.  Total offer including $120.00 gift card and $15/12 month credit is $300.00.

Verizon records show that the pay per view Boxing event was ordered from set top box [redacted]. In order to complete a pay per view order from a set top box you must ok the purchase several times before the purchase is completed. The event took place on 11/**/14 from [redacted] - [redacted] 11/**/14. Once the event is ordered, the event is available for the customer to watch. The ordering of the event triggers the billing. If an event is ordered and not watched, the billing is still valid.

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 amount does not include the total amount from February 2014 through June 2015, in which we have been over charged and continue to be overcharged each month. Also, we are still lacking 2 pieces of equipments spelled out specifically in our contract. Also, their new "compromise" includes us paying more each month for less services. Not much of a "compromise" from the customers point-of-view with a signed contact, that was not changed by the customer.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Verizon's Customer Service Escalation team representative reviewed [redacted]'s account.  An attempt was made to return the deposit to [redacted]'s card, however it failed.  A refund check was processed on 12/**/14.  [redacted] should receive the refund check in 7 - 10...

business days.  This information was provided to [redacted].We trust this information will help to resolve [redacted]'s concerns.

Poor customer service and poor quality service. Our air unit was not cooling our home. Wen scheduled for an appointment for Tuesday. They called Saturday morning asking if it was alright to reschedule to Monday? My husband rearranged his schedule to accommodate their Monday request and they didn't show up. We were given a window of 1-6 pm and when we hadn't heard anything at 4:30 he called to make sure the were on their way. My husband was then told that they had our appointment scheduled for Tuesday. My husband took off from work again to meet them and the technician added freon and then left, he didn't even come back in the house to see if there was any improvement. Also, he asked my husband to remove our air filter until he was finished working and then wrote that he replaced it on our receipt. My husband replaced the filter and our unit is not cooling any better than before he arrived. We will NEVER call this company again!

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 don't understand why the results of the investigation cannot be shared with me (claimant). Don't I have a right to know? 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Tell us why here...We contacted [redacted] and advise about the suspension on 10/**/2014 for 61.61.  [redacted] refused the fact that account was suspend for non pay & denied receiving any form of notification regarding the delinquent balance & suspension. I have issued a credit for 29.99 for the restoral fee for customer satisfaction.

Attempts to reach [redacted] by telephone to discuss this complaint have been unsuccessful. Records show that [redacted] contacted Verizon 9/**/13 and placed an order to disconnect service. Records show that she was advised of an early termination fee for disconnecting prior the end of her contract....

[redacted] was also advised that if she had Verizon service connected at her new address the early termination fee would be waived. The service was disconnected 10/*/13.  A final bill for account ###-###-#### was issued dated 10/**/13 for $210.08, which included a $140 early termination fee. A revised final bill was issued dated 11/**/14 for $1560.08, which included charges for unreturned equipment. The fee for the unreturned equipment was adjusted in full 2/**/14, leaving the original final bill amount of $210.08 as due.

We advised the customer that she was told correctly. The other provider receives electronic notification that we are taking over the number. That is how we are able to take over the service. If she called them to disconnect before the process was finished, she risked jeopardizing the winback order....

VZ is not aware of another providers disconnect procecdures, therefore customer is responsible to call the provider to ensure that she has successfully closed out the account. Since she did not do so, the [redacted] was still billing her for service, when she tried to apply for [redacted] she was denied because she still had [redacted] with the other provider. We advised customer that the recent [redacted] application sent per notes was denied due to "no proof provided". Customer upset that the origional representative gave her misinformation.  Case closed