Verizon Communications

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]

A review of the customer's trouble history reflects five reported issues with Internet service this year.  They are as follows:  On April **, 2014, a technician dispatched and closed out repair ticket for Inside Wire Issues. On November **, 2014, customer stating Intermittent Route and...

there was No Access to the customer'shome but the line tested okay. On November **, 2014, a technician dispatched again regarding Intermittent Route and configured thecustomer's Modem/Router. On November **, 2014, a technician dispatched regarding Intermittent Sync and the technician closeout for the job was repaired inside wire maintenance.  Based upon these tickets most of the customer's trouble was isolated to their premise and inside wiring.  On December **, 2014, an adjustment of $152.92 was applied to the customer's account due to intermittent service issues.

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!

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.

Thank you for referring the complaint of [redacted]  to our office for review. Weappreciate you bringing this matter to our attention.  On February **, 2015 and on February **, 2015,  aVerizon representative left a message for  [redacted] in regards to this inquiry. ...

We have ensured that the account has beendisconnected and have expedited a refund check to me mailed on March **,2015.  We do apologize for the inconvenience[redacted] has experienced.    We trust this information will assist you inresolving this complaint.

[redacted]Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention.Our investigation concludes; [redacted] previously subscribed to 4 stand-alone lines with call forwarding, caller id for...

$298.27 excluding additional voice services, long distance calls and applicable taxes and surcharges. Records show [redacted]’s monthly service is approximately $465.39- $497.18 after taxes, surcharges and long distance calls.  Research determined [redacted] did not qualify for the new acquisition on-line offer of $159.99, therefore no credit adjustments would be issued for the difference. Record show service order [redacted] completed 12/**/14 establishing [redacted] on the Verizon Solutions Business Bundle with a 2 year commitment for $229.99 per month. This excludes additional applicable taxes and surcharges.  This information was referred to [redacted] and he was satisfied with the resolution.  Verizon apologies for the inconvenience this has caused and trust that this information will assist you in closing this complaint.Sincerely,[redacted]

Please be advised Verizon response remains.

On February **, 2015 credit in the amount of $12.39 was issued for the Existing Outlet Activation charge that posted to the January 2015 bill.   On April **, 2015 credits totaling $69.99 were issued for the Fios Internet Activation Fee that billed in 3 installments of $23.33. On April **,...

2015 credit in the amount of $12.38 was issued for the Existing Outlet Activation charge that posted to the February 2015 bill. Please allow 1-2 bill cycles for credits to post to the account.   On April **, 2015 a billing representative from our office spoke with [redacted] and went over the promotions, billing, and pricing in detail. The representative explained that the promotion regarding the tablet was with a 2 year Verizon Wireless commitment. During this contact, [redacted] advised that he needed to discuss the matter with [redacted] prior to making changes to the account.   On April **, 2015 a billing representative from our office spoke back with [redacted]. The representative explained that the current term expires December **, 2016. As a courtesy, the representative added a $20.00 off for 24 months (expires April **, 2017) Extended Savings credit. [redacted] accepted the offer.   We apologize for any unprofessional treatment and misinformation [redacted] may have received when contacting our Customer Service department.   We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at */###-###-#### EXT [redacted].   Sincerely,   [redacted] Executive Customer Relations

The customer was given total credit of $78.86 on 2/* & 2/* for difference in bundle charge. Credit of $16.67 was given on 2/* for activation fee. Credit of $212 was given on 3/** for router charge. All credits have been applied. The customer disconnected service on 3/*/15 [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
 
 I have requested a written copy of the Verizon phone company policy of the program that is offered and that is the cause of this dispute.  I have not received a written policy and do not accept a verbal explanation from Verizon.  If the "vacation" program policy exists for residents of [redacted], I should  be able to have a copy of the program.  My complaint is therefore not resolved until I receive a written copy of their policy, detailing the rules of the program.Thank you.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On 2/**/15, a Verizon Local Manager discussed the trouble with [redacted] and scheduled a visit for[redacted], February**, 2015.  The Local Manager is working with [redacted] regarding this matter.  We apologize for the inconvenience [redacted] has experienced as a result of 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:

[Your Answer Here]
 This buncle was purchased through verizon (they admitted they signed me up for the wrong package).  I spoke on conference with Verizon executive [redacted] and [redacted] today and after all this was explained I went ahead and upgraded the package on [redacted] after having to bring the bill to a $0 balance.  (after it was supposed to be added to the bundle twice and was not)  I paid the [redacted] bill of $120 today to bring it to a 0 balance so they could upgrade the package and get the bundle set up.  Verizon then stated they would wipe out the verizon bill due to the inconvenience and mistakes on their part concerning my package.   Then not even an hour later I received another voicemail from [redacted] saying she could not wipe out the bill that I still owe them $78 after her stating she could do so.  She also said on the voicemail that I could cancel and if I would like too to call back and she would take care of that for me.  I will not cancel and go to another company and pay installation and new service fees when none of this is my fault and the incompetance of verizon.  I also think its crazy to cancel and still owe them money.  Verizon needs to stop telling their consumers they can do things and turning around and not taking care of what they initially said they would provide.  I still have the voicemail from [redacted] (verizon executive) if Verizon would like to hear it.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Our investigation found account number [redacted] final bill for $17.49 was issued on November **, 2014.  [redacted] placed a move order on August **, 2014 and the old location account was disconnected  on August **, 2014.  The customer cancelled installation of service at...

the new location.  The last bill sent to the customer's old location was in the amount of $123.98.  Then a September **, 2014 billing statement sent reflected prorated credit for the disconnect and reduced the balance to $12.49.  Then The October **, 2014 billing statement issued a $5.00 late payment fee which changed the balance to $17.49.  Our billing representative spoke with [redacted].  On December **, 2014, our billing representative spoke with the customer and advised the final bill for $17.49 will be adjusted.  [redacted] had no further concerns.

Verizon’s records show a credit was issued totaling $22.64 and leaving a zero balance.  The adjustment was processed to bill date 1/**/15.  We apologize for the inconvenience [redacted] has experienced as a result of this matter.

We are aware that [redacted] is not satisfied, but an apology is all that we can offer. FiOS service is not available at his address.

A construction crew dispatched and raised the lines on [redacted], January [redacted].  I called and confirmed with the customer that his issues had been resolved.

On December **, 2014, the customer spoke to a Verizon representative concerning being billed $44.58.  The representative explained to the customer that a refund in the amount of $44.58 was owed to the customer.  A refund check for this amount was mailed on November *, 2014 and cashed on...

December *, 2014.  A second refund for the same amount was electronically deposited into the customer’s bank account on December *, 2014.  The second payment was made in error and a refund for the payment was being requested. The customer called again on January *, 2015 and spoke to another Verizon representative who issued a credit on the account thus making the balance $0.00.  I spoke to the customer on January *, 2015 and confirmed the above.  He was satisfied.

Verizon made contact with the consumer to address the rebuttal.  Upon contact, the consumer confirmed receipt of the credit for $73.42; however, his dispute is that when he access the account online, it still registered the credit as a past due amount.  The issue has been referred to Verizon's IT department for correction and update.  Verizon's billing team will make contact with the consumer once the issue is resolved with the IT department.

[redacted] Our investigation concludes; [redacted] called inJuly*, 2014 to renegotiate the Triple Play bundle as order [redacted].  Verizon research reveals the Triple Playbilled at $94.99.  As a resolution to the complaint, a $20 discounthas been added for 24 months to bring...

the bundle price back down to $74.99throughout the bundle term. Verizon also applied manual credit for the 7 monthsthe bundle billed without the $20 discount, totaling $101.98 which is $140 minus38.02 in credits applied by previous reps. to reflect on the new billstatement. This information was provided to [redacted] son of [redacted] whom responded to the email that was sent to [redacted]  and he is satisfied with the 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 contacted the customer who stated that all credits hadbeen issued, billing is now correct, and service was working to her satisfaction.The customer stated that she wanted to terminate the service without beingbilled an early termination fee. It was explained that her request to...

terminateservice was well beyond the grace period provided for cancellation and becauseall credits had been issued, billing is correct, and service is working, theearly termination fee would not be waived. The terms and conditions pertainingto the free ipad were explained and reviewed.