Verizon Communications

Review: On May *, 2015 my partner, [redacted], and I contacted Verizon about setting up FIOS for internet, phone, and television. I currently have my landline phone service through Verizon. We asked that both names appear on the bill and [redacted] stated that he would have auto-payment made from his banking account. The representative, [redacted], stated this would be no problem. We also asked that my current phone number would also be in both names. We set up the installation for May **, 2015. A couple days later I received a confirmation letter addressed to only me. I also received an e-mail advising of a delivery of the FIOS equipment though I was never told that it would be sent separately. On May **, 2015 I contacted Verizon about 2 items with the main concern about why [redacted]'s name was not on the recent letter. I was told that the bill only goes out with one name which is my name and it cannot be changed until the new service begins. Additionally, that a credit report would have to be run on [redacted] to qualify for the service. I advised this was not what was agreed. The agent was not being helpful so I asked to speak to a supervisor. I was told the supervisor would need to call back. I called back and spoke to [redacted]. I asked her to cancel the request for FIOS service since I was not getting what was promised. She says she put in the cancellation with order number [redacted] (supervisor)called back and confirmed that the order was canceled. On May [redacted] I found people digging in my yard and I asked if they were from Verizon. They stated yes and I advised them that the order was canceled. I asked them to stop installing the line and leave. On May [redacted] I got an answering machine message that the technicians are scheduled for May [redacted] from 12-2pm. I called Verizon again and the agent stated the appointment could not be canceled. I advised I would contact Revdex.com.Desired Settlement: I need someone with authority from Verizon to guarantee that the order for FIOS for internet, phone, and television that was placed on May [redacted] has been canceled and no further effort to continue this service will be made. I also need to know that this will not affect my current phone service. I will be changing my phone service from Verizon but I need the service I have until I initiate the change. The equipment that has been received will be sent back via [redacted] on May [redacted] at Verizon's cost.

Business

Response:

Executive Relations/[redacted]. Revdex.com case # [redacted]. 5/**/15 10:52am. [redacted] responded to my call office email with a call back. [redacted] advised me that the VOICE quit working yesterday so he opened a trouble ticket, [redacted], last night but was given a commit of tomorrow which will not work for him due to an elderly parent he needs to stay in contact with. I advised [redacted] that I will contact our dispatch and expedite the tech out today but I will need someone available over 18. [redacted] believes it is tied to the cancelled FiOS order thus inquired why someone is needed to be present for our tech. I advised him we want to make sure we have dial tone restored w/n the home so we do not have to send a tech back out. [redacted] advised he can be available between 1pm-3pm today. I advised him that I will call him back w/n 30 minutes onceI receive confirmation of the expedite. [redacted] provided me his mother's [redacted]. Executive Relations/[redacted] case # [redacted]. I received an update from dispatch that tech restored dial tone for customer. 5/**/15 3:53pm. I called [redacted] & left message on answering machine for [redacted] that this is my promised follow up call & to call me at [redacted] ext [redacted] so we can close his Revdex.com inquiry. Executive Relations/[redacted]. case #[redacted]. 5/**/15 6:28pm. [redacted] returned my call to verify dial tone as well as address his concerns on what occurred. I provided a $25 SPG for missed commit in cancelling his order and restoring dial tone.

Consumer

Response:

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. The need to go to the Revdex.com would not have been necessary had the company been more proactive and not failed to respond appropriately after more than one call. The final person that responded to the complaint from Verizon handled his part well.

Sincerely,

Review: Verizon continues to bill after service terminated by customer and final bill paid. Even after admitting error the account is put into collection.

Product_Or_Service: Verizon Fios

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Correction to a credit report

All credit reports must be corrected and collection proceedings terminated.

Business

Response:

Verizon contacted the customer, apologized for the billingserrors, and noted that records have been corrected. The account has beenwithdrawn from collection, a paid in full letter has been sent to the customer,and the account has been credit report deleted to reflect with all creditreporting agencies within 30 days. In addition, the customer will receive anadditional refund of $89.46 in 30 – 60 days.

Consumer

Response:

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,

Review: Door-door sales offer not honored by Verizon. Verizon doesn't transfer to door to door dept or higher supervisor. No accountability! Bait and switch!

Account name [redacted]

Account phone number ###-###-####

Order number [redacted]

On March [redacted] 2015 a door to door Verizon representative (Luis M[redacted])offered a cable bundle package for $124.99/month including tax & equipment for 3 TV's. This package would include phone, fios internet 75/75 and cable TV on 3 devises with the "preferred" cable services. Our signed contract states "free installation, advanced router, $250 visa gift card, free google tablet. $124.99/2 year contract." We reviewed our previous Verizon bills with this representative and explained that we didn't want to pay much more than our $107/month bill. The door to door salesman assured us that the $124.99 included everything including all taxes and fees. On April [redacted] after drilling and installing, we were not receiving the correct cable package, over the phone I was then told the price would be $179/mo. After 2 conversations a representative told me of an email confirming the charge. I had never been informed of this email and had never sent any confirmation of this email. The signed door to door sales agreement means less to them than the email they never told me they sent and I never confirmed. I then called the door to door sales representative who verbally confirmed "yes that price I gave you should include taxes and equipment". Since then I have been unable to get that salesman on the phone and Verizon states the "can not transfer or connect me to the door to door sales department".

They got me to bite on a great offer, sent an email, changed the price and are now refusing to honor the original door to door Verizon representatives offer. They also state they can not put me back on my original plan (prior to any cable TV) of $107/month (including taxes) for phone and internet. I believe this is a modern day version of Bait and Switch. I believe the Revdex.com should be aware of large corporations using outlawed and less than honorable sales practices.

How is it.....

How is it that Verizon can offer one thing, then switch the deal via email with no confirmation change the price and then refuse to even return me to my old plan?

How is it that I can be refused to speak with a higher level manager if a representative is not able to help me?

How is it that multiple employees can tell me there is no way to contact the door to door sales department?

How is it that they can approach my front door but I cant contact them?Desired Settlement: Please contact me, [redacted] at ###-###-#### or via email at [redacted] regarding any settlement or follow up concerning this issue.

Thank you for your time and efforts regarding this issue.

There are 2 possible settlement plans I would be satisfied with:

1. I would like Verizon to offer the deal they had offered including taxes and any equipment charges.

2. Offer the above stated plan for $124.99 including equipment but not taxes. I find it reasonable to pay the taxes (even

Business

Response:

[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; records show [redacted] subscribed to the FiOS Digital Voice (FDV)Triple Play Select HD with 75/75 Data for $114.99. The bundle rate does not include rental equipment, premium channels and applicable taxes and surcharges. Verizon representative has attempted to reach [redacted], however has been unsuccessful. We will follow up with the customer in order to reach an amicable resolution. Verizon apologies for the inconvenience this has caused and trust that this information will assist you in closing this complaint. Sincerely, John T. Verizon SW Executive Relations ###-###-#### EXT [redacted]

Consumer

Response:

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 far, I have been in contact with 2 Executive Relation Representatives. John was the first representative. Then the case was transferred to Sherrill. Today is Sunday, July **. 2015. I'm still waiting for a resolution on this matter.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] agreed to a 2 year contract with FDV+ 75/75 Data for $84.99 plus tax and surcharges. Verizon also agreed to give 1 time $100 credit to the account. Ben wanted to remove FIOS TV and IWMP stating he can do inside work himself. Order to change from triple to double play is [redacted].

Consumer

Response:

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,

Review: On 7/**/15 we cancelled our Verizon internet and TV service by calling Verizon customer service and speaking to a rep who would only give their identity as PJ.

We had two phone lines with Verizon; one was removed in June when we changed providers, the other is still active and should remain active.

On 7/**/15 all Verizon equipment was returned

On 8/** we received a bill for 84.45 for service from 8/** - 9/**.

On 8/** called Verizon again and spoke with Joe M[redacted]. Joe assured us the 84.45 charges would be removed, and a refund issued for 7/** – 8/**. Reference number for that call is [redacted].

On 9/*/15, 84.45 was drafted from the checking account tied to this Verizon account

On 9/**/15, we received a collection letter from IC System for an 84.45 Verizon balance.

On 9/**/15 called Verizon AGAIN and spoke with Sam, who claims no notes were found regarding our previous cancellation. He said it will be taken care of and we will receive a refund, but could not provide a confirmation number.

Having already talked to two reps before, who apparently did nothing, we do not trust that this last call will resolve the issue.

We have not had Verizon TV or internet service since 7/**. We do not owe Verizon anything! In fact, they still owe us a refund from 7/** when service was cancelled to the 8/** billing date, and an 84.45 refund for the draft taken from checking account on 9/*.Desired Settlement: 1. DO NOT touch the other Verizon phone account that is still at this address. It is a separate account from the one disputed in this complaint.

2. A letter from Verizon to us stating the account has been withdrawn from collections and a refund will be sent

3. Verizon to issue us a refund for 84.45, plus the period from date of cancellation 7/**, to 8/**.

4. A letter from IC System to us stating that the account has been withdrawn from their agency and we do not owe any balance.

5. A letter from Verizon to all credit reporting agencies that this was THEIR error and to remove any entry related to this.

6. Verizon to send us copies of the letters they send to credit reporting agencies

Business

Response:

On September **, 2015, our billing representative spoke with [redacted] and explained the account was disconnected on August **, 2015 but the order was Effective Bill Dated back to July **, 2015 and a refund of $132.40 will be sent to him. An additional 6 days over charge was issued totaling $27.65. We have requested the customer's refund check ($160.05) is expedited. Collection Action has ceased at this time.

Consumer

Response:

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:

We will not consider this resolved until all refund amounts due have been physically received by us. Saying a refund check will be sent does not bring the complaint to a conclusion.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] and [redacted]'s refund check for ($160.05) wasprocessed as of October *, 2015. The check will be sent to the customer's current address on file. On October *, 2015, I spoke with [redacted] and I advised that the refund check of $160.05 was processed on October *, 2015. [redacted] confirmed he did receive an email a few days ago advising ofthe check being processed but has not received as yet. I explained I will update the Revdex.com of the status of the check and that I still have a follow up open and will contactthem on October **, 2015 to confirm refund check receipt if I do not hear from them before that date. [redacted]understood.

Consumer

Response:

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.Refund check for 160.05 was received on 10/**/15.It is a very poor reflection on Verizon's customer service that we had to file a complaint with Revdex.com to get this resolved. It is also very disappointing that once Verizon finally talked to us, it took nearly 30 days to finally receive a refund.

Sincerely,

Review: Verizon is billing me for service I never received. I cancelled DSL service (paid in full) and moved out of the my former address and verizon billed me for service after those events. I recently learned of this incorrect billing situation by checking my credit reports.Desired Settlement: I would like you to consider removing the negative payments from my credit report. Also any mention of my account being referred to collections. I hope that Verizon will be willing to work with me on erasing these marks from my credit reports.

Business

Response:

We reviewed the information provided and completed all actions required to ensure that the account has been removed from credit report.

Consumer

Response:

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,

Review: I contacted Verizon in the middle of November, 2015 to cancel my service and returned my equipment by physical drop off to a Verizon location where I received a receipt. Verizon charged me for an additional month on 11/**/2015, when I called to inquire I was told that there was no record of my cancelation and spent roughly 45 minutes bouncing between departments trying to figure out what went wrong. I was told to expect a call back with a resolution, this never happened. I called again on 11/** and had to run through the scenario again. This time I was told that my account was now properly closed. A new bill came in December indeed showing that the service was canceled including an early termination fee (as expected), but there was also a One-Time Activation fee charged because of the nonsense that occurred on 11/** and 11/** when multiple representatives tried to cancel my account. I called back on 12/**/2015 and spent an hour again being transferred between departments, it was during this phone call that I was told that I would not be receiving a refund until February of 2016, once my final bill could be generated in January of 2016. I was told that the delay had something to do with them needing to verify that my equipment was returned even though I physically dropped the equipment off an obtained a receipt. This was not the first time they told me their computer systems do not communicate and they had no way to verify things like that. I explained that this delay would not be acceptable and that I expected them to waive the early termination fee of $20 because of the nonsense and the inconvenience. The response was that would not be possible, that they did not have a way to put that in the system...no "customer satisfaction" button I guess. The January 2016 bill came showing a total due of -$91.58, no refund came. The February 2016 bill came again showing a total due of -$91.58. It is now March [redacted] and I am still waiting for my refund. I called today for an update, gave my account number to the automated system, had to give the number again once a representative picked up. She took down my info but could not access anything and had to transfer me to another department where I again provided my account number (remember that the computer systems don't communicate). The final representative told me that they would have to finalize the account so that my refund could be processed and that I would receive it in 7-10 days. Were they waiting for me to call again before they decided to refund the balance? Their cancelation system is set up this way intentionally to discourage anyone from switching between providers.Desired Settlement: It would be great to receive some sort of an apology, especially considering I've wasted almost 3 hours on the phone with "customer service" over the course of the almost 5 months it has taken to cancel my service. At a minimum I would like the $20 early termination fee refunded in addition to the $91.58 that I am still waiting for.

I called to terminate by service on 11/*/2015 with a last day for the service to be 11/**/2015. It is now 3/**/2016 and I am still waiting for the return of my money.

Business

Response:

Check# [redacted] for $91.58 was issued 3/**/16 to refund [redacted] credit balance. The company also credited his early termination fee of $20.00 and issued a manual refund for the remaining $20.00 credit. Calls to confirm receipt of the refund have been unsuccessful but he has been provided direct contact information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved. It is unfortunate that it took a Revdex.com complaint for Verizon to listen to the frustration that I tried to communicate to their customer service representatives over multiple phone calls and hours spanning nearly 5 months. Terminating service with a provider should not be that painful. The valuable time I spend trying to sort this out with Verizon was wasted, I should have contacted Revdex.com on day 1. Customer satisfaction should not require a mediator.

Sincerely,

Review: On my final bill from Verizon for FIOS Internet service, the bill showed an $8.60 "deferred charge" from 2009 (nearly 5 years ago). This charge never showed in my account activity or bills over the previous five years and it is a [redacted] practice to pull a charge out of thin air on a customer's final bill and take it out of their refund. Verizon should keep track of my charges and bill accordingly in a timely manner, not five years later.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Refund me the $8.60.

Business

Response:

[redacted]

Case #: [redacted]

Thank you for referring the complaint of [redacted] to our office for review. We appreciate her bringing this matter to our attention.

In the complaint [redacted] expressed concern regarding her final Verizon bill for FiOS Internet service. The billing included an $8.60 “deferred charge” for 2009 (nearly 5 years ago). She stated the charge never showed in her account activity or bills over the previous five years and it is a [redacted] practice to pull a charge out of thin air.

Our records indicate the customer’s billing statement dated November **, 2009 included the notification that this charge would be billed once service is disconnected. The billing stated the following:

“FiOS Internet 10/* Nov ** – Nov ** $8.60. Above Charge Deferred Due to A2R Cycle Align; Will Bill When Data is Disconnected”.

[redacted]

Above is the verbiage is directly from the billing statement dated November [redacted] 2009. A bill reprint was requested to be sent to [redacted] at [redacted]. She will be able to view the actual billing statement once it arrives.

Verizon did provide appropriate notification for the future billing of this fee, and as a result there is no credit warranted.

The above information was provided to [redacted] on September **, 2014. Should [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted].

Sincerely,

Review: My Verizon service (standard internet & phone) was installed on 07/**/2014. The internet speed was not what I was told it was going to be (I was told ** mbps, but actually got less than 1 mbps). So, approximately one hour after it was installed (07/**/2014), I called Verizon to cancel BOTH the internet and the phone service. I was told that both services would be turned off by midnight that same night. And, sure enough, both services were no longer working the next morning. I called Verizon again just to double-check that they were turned off, and that I would not be billed. The customer service agent assured me that yes, the services were turned off, and I would not be billed anything since I had cancelled within the 30 days. I returned my modem, and thought that was the end of it. HOWEVER, I am STILL getting billed every single month for services I don't have, and never had, with the exception of a few hours on the day they were installed. I have called every single time I have gotten a bill, and I keep getting told that it takes 2-3 billing cycles to "clear the account". When I last called approximately 2 or 3 weeks ago, I spoke to a supervisor, who checked my account, and told me that it showed I had cancelled the same day, that I didn't owe anything, and that the next bill should show a zero (0) balance. However, yesterday I received an email stating that my balance was past due, AND they also called my mother's house regarding the bill. I don't owe them any money whatsoever, and I want them to stop sending me a bill for services I have never had. I cancelled the day of installation, which is well within the 30 day timeframe. My account is supposedly well-documented with this information, as well as with the information of all of the times I've called regarding the issue, so I shouldn't be having these problems. MY CUSTOMER ACCOUNT NUMBER IS: [redacted] Product_Or_Service: Phone & Internet Service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like my account credited to show a zero balance, and would like the harassment to stop (emails, bills and phone calls). I would also like a mailed statement showing that I owe absolutely nothing on this account. Otherwise, I will be contacting a lawyer.

Business

Response:

Thank you for referring the complaint

of [redacted] to our office for review. We appreciate this matter

being brought to our attention.

A Verizon representative spoke with [redacted]

on October *, 2014 in regards to this inquiry.

We have researched the account and confirmed the order was placed

however failed to stop monthly billing.

We have apologized for the error of billing and taken the actions

necessary to stop the billing and have charges credit back to the original

disconnect date. The November statement

should display the credit corrections and we have a commitment to zero out any

remaining charges. We will also be mailing

[redacted] a statement reflecting the zero balance. [redacted] has accepted these actions as

closure to this inquiry.

We trust that this information will assist

you in closing this complaint. We apologize for any inconvenience that the [redacted]

has experienced as a result of the above matter.

Consumer

Response:

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 received yet another bill last week showing that I owe yet another $27.00. I will not consider this matter closed until I receive a statement that says I have a zero balance, and have received a letter that also states that my account is closed, I have a zero balance, owe nothing for this service, and has been reported to the appropriate credit agencies that I owe nothing. Once this has been done, I will then update my complaint accordingly.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are aware that the account balance is currently not reflecting a zero balance. A new bill will not generate until November *, 2014. Once the bill

has generated and we can view the balance, we have the account diaried to make any additional corrections to bring to a zero balance. [redacted] has been

provided the direct number for the account specialist handling this inquiry should she have any further questions or concerns. We will also be providing her with a followup call at that time.

Review: Round about July to Aug 2012. I returned 5 cable boxes back to Verizon in Westfield NJ. To terminate service due to a move. Come to find out that after returning the cable boxes Verizon then started sending me bills stating that I owe monies for the same boxes that I had returned. I received notice from collection agency on Oct [redacted] 2014 stating that I $320.20. I am disputing this claim because I personally returned all equipment back to the company and if they can not keep accurate records of items returned. I should not be responsible for their mistake. Also they have effected my credit report and I am demanding that they research this and amend my credit report. This company is horrible with their customer service and no one can ever give you the same answer. I have called several time trying to solve this issue but every person there will not look any further into it and refuses to get any manages on the phone. This is ridicules. As they see I have paid my bill in full every month. What use do I have to keep any equipment from there. It is ashamed that these cable companies have a monopoly on certain locations. I do not owe anything to this company and am demanding that this balance be wiped and my credit report restored without a blemish from this company or if legal action need to be taken. Than maybe a class action suit needs to be organized against this company. Please respond so that I know what actions I need to take either lawfully and or social media.Desired Settlement: That any balance be wiped and my credit report restored without a blemish from this company.

Business

Response:

I spoke to the customer on December **, 2014. I explained that our records show that the equipment associated with her account at the time her services were active have been returned and therefore she has not been billed for unreturned equipment.I also explained to the customer that this former Verizon account has been sold to [redacted], LLC and any disputes concerning an outstanding balance must be disputed with this company. The customer understood and is satisfied.

Review: I have (had) a combined bill with Verizon. In October of 2013, I called Verizon to cancel my Fios and my land-line. I have had nothing but trouble ever since. I have had to call them every month re: errors on my bill. I've been overcharged...refunded...over charged again and again. Then Verizon split my bill with no notification and the real fun began. I then began receiving 2 incorrect bills. I have LITERALLY SPENT HOURS of time on the phone with representative after representative with no resolution or explanation for various charges on my bill. At one point I paid over $300 charges that I couldn't get a clear answer what they were for. I was that DESPERATE for the confusion and hour long phone calls to end. This payment was never (that I can tell) applied to my account. After calling about this (another 50 min phone call that involved 3 different representatives) I was told an investigation would be conducted as I knew they cashed my check per my bank records. About a month later I received an e-mail stating that the investigation was complete, but there were no details as to where my payment went. I admittedly have avoided calling them over the last 2 months. Now, yesterday I receive a letter from a collection letter telling me that I owe them over $300!!!! I am at my whits end. I've gone in circles again and again and again with Verizon. I've tried to be patient, gotten angry and even been brought to tears by one of their representatives. I just don't know what else I can do to resolve this. This all started because I wanted to have 2 services removed from my account and here we are 14 months later and my account is still a mess.Desired Settlement: I want a CLEAR explanation of my account and where the monies that I've been paying are going. I don't want to be passed from person to person as I spend hours every month calling to resolve something that should never have been a problem to begin with. I want to be credited anything I am due and want my name removed from the collection agency that I've been reported to.

Business

Response:

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]

Review: There are many different misrepresentations with Verizon Fios and their customer service reps. I ordered Fios services online for instillation on 10/**/214. I called in to make changes, the rep told me that he could make the changes however, he could give me an even better offer. He quoted me a price of $134 per month. I was extremely excited because that was cheaper than my original $165 order that I chose. He failed to mention that it was $134 before all the taxes and fees. I'm not opposed to paying taxes and equipment charges, I'm just annoyed that he failed to mention that it was before, which brings my bill to $202. Higher than my original $165, yet he said this was better! Issue # 2: with this promotional offer the rep offered me a 12 mth [redacted] subscription at no additional cost. He assured me that after installation I would be provided with a code for my [redacted] subscription. Upon installation I asked the tech about the [redacted] code/password? He said it would take a week for it to be delivered via email. A week passed I called Fios customer service they advised me that it takes 30 days after installation for the code to be emailed to me. I was never told it took 30 days. The 30 days passed, I then visited a Fios center and asked the rep if he knew how I could get the [redacted] code that was promised to me since 10/**/2014? He instructed me to log into My Verizon and it would be there. I tried that step and still nothing.I called again and it's the same run around. Today a new year and 3 mths later still no [redacted] subscription. Today after 50 mins of being on the phone with a rude [redacted] in [redacted], he told me if I cancel I would be charged early term fees, even though Fios is the one that has breeched the contract by not delivering the promotion that they offered me to begin with. I told him to give me a discount on the months I didn't have [redacted], and he laughed and said why should I get a discount because of a promo? I was to just wait the 72 hrs for the code.Desired Settlement: 1. An apology for the disrespect and lack of professionalism rep [redacted] displayed towards ME the CUSTOMER. They should also apologize for lying, and with holding the correct information on the [redacted] promotion. 2. Verizon Fios need to also offer me a better package price wise because the rep placed me in an even higher package. 3. Verizon need to offer me some type of satisfying discount for the inconvenience, wasting my time, and not being able to deliver [redacted] as per the contract/promo.

Business

Response:

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.

Review: Verizon fios is not a good cable provider they Lie to you never stick to what the contract saysI wouldn't recommend it to anybodythey told me my bill was going to be120 And is been 160Desired Settlement: I want out of this contract

Business

Response:

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

Review: Verizon Billed me $99 for a pay per view boxing fight that I never order or watched. They have failed to correct the bill or credit my account.

I never ordered or watched a pay per view boxing match in my entire life. No one in my family ordered a pay per view boxing fight on May [redacted] as charges by Verizon. During my initial contact with Verizon I was told I would be credited $99 because they couldn't tell how it was ordered. It was later told that the claim was denied because the boxing match was watched from 6 pm to 2 am on May [redacted]. That's not even possible because we were at a crawfish boil and didn't get home until after 6. Verizon has charged me for a service I (1) did not order, and (2) did not watch. I am not getting anywhere with there customer service department.This is outrageous and I feel that Verizon is taking advantage of me.Desired Settlement: $99 plus taxes charged.

Business

Response:

Verizon records show the pay-per-view was ordered from the set-top box and an e-mail confirmation was sent out. Verizon records show the event was viewed. [redacted] was contacted by Verizon's Customer Service Escalation team representative on 05/**/15 and provided this information. [redacted] was offered a 50% courtesy credit. [redacted] accepted the offer and noted she was not satisfied. The credit has been applied to the account and will be reflected on the June bill.We trust this information will help to resolve [redacted]'s concerns.

Review: On Friday March **, 2015 I switched to [redacted] and ended my service with Verizon. On that date, [redacted] installed my phone cable and internet services. I called Verizon on that day to make sure ALL my services with them were cancelled. They even ported my number to [redacted]. On March **, 2015 I called Verizon once more to make make sure my services were cancelled and they told me all my services wee cancelled with them.

I just received a new bill from Verizon charging me for new services this month from March **, 2015 till April's due date even though I was no longer using their services. I find this to be fraudulent billing and it needs to be taken off and never to bill me again for any new services. I have both the Bills from Verizon and [redacted] to prove this.Desired Settlement: To take off new charges and NEVER EVER bill me for new charges again.

Business

Response:

Verizon was unable toreach this customer who failed to return all calls. A review of her recordsindicates that service was terminated on 3/**/14 and that her 4/**/15 finalbill correctly reflects that date.

Consumer

Response:

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]

Have not been home. They billed me for a month that I was no longer a customer.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Verizon was unable toreach this customer who again failed to return all calls. A review of herrecords indicates that service was terminated on 3/**/14 and that her 4/**/15final bill correctly reflects that date. The carryover balance from the March2015 bill was $244.10. The customer received a credit of $1.87 on the finalbilling cycle, bringing the final balance to $242.23. The customer has beenprovided with a name and contact number at Verizon for any further questions.If she beleives that she made a payment not reflected on the account, thecustomer must call that contact with detailed payment information in order forVerizon to execute a search for payment investigation.

Review: I never had an account with them. When I originally called them they claimed they can't service my area. I checked my credit report this past week and see a charge for 53 dollars. I'm extremely upset this effected my credit drastically and I was never even a customer or had an account with them.Desired Settlement: This needs to be removed from my credit since I don't owe them a dime they don't service this area never had any Verizon service to date.

Business

Response:

Good afternoon,We zero'd out the account and also sent deletion letter to the claimant and have advised the credit agencies to remove this from the claimant's pay history.

Review: Cancelled service effective 1/**/2015. Had bank set up for auto pay. Made 3 extra payments; called Verizon in 04/2015 and confirmed 3 extra payments were made and a refund check would be issued. Received approximately 25% of what I was told. Called 05/2015 and as informed a refund check would be issued (never received). Called back 06/2015 and was informed I would not be receiving a refund, then transferred to a "[redacted]" ([redacted]) who told me "I shouldn't get free money"; [redacted] hung up. Customer service stinks; they ([redacted]) did not listen and tried to talk over me constantly.Desired Settlement: I should receive the $140 that was claimed I owed since I was not informed of it until 5 months after my account was cancelled.

Business

Response:

upon receipt of this complaint , we made attempts to contact customer leaving messages and he returned my calls but we haven't been able to speak in detail. If this is an issue that they would still like to have addressed he can call back directly to me at [redacted]

Review: I am a [redacted] veteran with health issues who retired from civil service with the government with over 38 years of service in 12/2014.I have been a loyal Verizon customer for many years. I have been having problems with my Verizon home phone and internet for almost 1 year. Since I retired in December 2014, I have been trying to streamline my services with Verizon as I am now on a fixed income. In the beginning I had bundled my services with them (cell phone, home phone, internet and [redacted]). Since January 2015 my home phone had not worked and I was having difficulty with my internet. I was calling every month (several times within the months) to have someone research the problems. I have had technicians come out to my home but the problem regarding the landline was not totally resolved until August 2015. Verizon was supposed to have issued me a credit for not being able to use my home phone but this has not happened. My bills with Verizon have been over $300 each month (excluding wireless) since my retirement and I have disputed this on the phone and in writing with them as this is very hard being on a fixed income. I was told that I had to have a landline for internet even though I had no use of this landline and do not need one. I requested in July 2015 to discontinue the bundle package so that I could at least have access to my cell phone until the discrepancies could be resolved & still no resolution. I was advised by one of your representatives to cancel my internet and go with a mobile hotspot which is still causing my bill to be well over $300 each month and I have to keep adding extra data to my cell line. Now once again my landline and internet has been disconnected and no one has contacted me when I sent the dispute in writing to the Verizon headquarters.The stress of this has been overwhelming. I have several health issues and have had [redacted]urgery. I need help getting this problem with Verizon resolved. Thank youDesired Settlement: I am hoping to be given the credit for the time frame when I was not able to use my landline, credit for difficulty with my internet and price adjustments each month I have requested to streamline my services. I am hoping that Verizon can give me a bundle package that I can afford for internet, cell phone and TV that will be under $200 each month. I am also hoping Verizon can explain why I must have a landline that I do not use. Your assistance to this matter is greatly appreciated.

Business

Response:

Please be advised I spoke to [redacted] and advised Verizon records do not show the trouble in December 2014 was an issue with the outside cable. We agreed to issue 50% of the monthly phone charges for 6 months. We have also honored the credit for 3 months of phone services he was previously promised. [redacted] has decided to cancel his phone an internet services after he has set up the “My Domain” in order to retain his Verizon email. He will contact me directly once he has set this up so that we can proceed with the service order he has requested. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted]Sr. AnalystVerizon Executive Relations

Review: I am writing in regards to Verizon over-billing my account. I have contacted Verizon numerous times about this situation regarding my bill and it still has yet to be rectified. I am being overcharged and I am being charged for services I do not have.Desired Settlement: I would like the correct amount of my services reflected in my bill and adjustments made for services I am not receiving.

Business

Response:

I acknowledged [redacted] complaint October **, 2015. She advised that she believed the matter was resolved with regard to the security suite removal. I verified that this service was, in fact, removed and adjustments had been issued during the past several months. However,

at the closing of our discussion, the customer mentioned a bundling of her services was

requested. I agreed to check her account and found a notation that third-party verification is required for the

long-distance aspect of her service. To

that end, I forwarded this concern to our billing office for further action. A billing representative, was

unsuccessful in multiple attempts to reach her; however, she provided the customer with her callback information via voicemails. I also sent the customer a "please call" letter that provides the representative's name and direct number to complete the process for bundling of her services.

Review: I had originally ordered home phone service on May *, 2015. Since then, there has been nothing but issues and problems. They had informed me that I needed to have a jack installed my house to get service. I then had the jack installed on May **, 2015. The next day I had placed a call to Verizon stating the service was not working anymore. When you picked up the phone there was no tone just silence. They had ran several tests from there side and said they were showing that it was working and it must be a line issue outside and they would send someone out. After having to re-schedule for someone to come out about 5 times because no one showed, and it now being end the of June, someone finally came out and I received a text message saying the issue was resolved. When I got home, the issue was not resolved because I still did not have a dial tone at all! After called Verizon yet again, they kept telling me the same thing that its a line issue when it was not. Every time I had called after speaking to someone, they kept telling me they show on there side it being working and no issues.

At this point, I have been calling almost everyday because I still don’t have service because your customer service is telling me the same thing over and over that they show everything working and active. After calling non stop, hoping that I can get someone who would actually help, I finally got to talk to a representative name Zac on September **, 2015. He had informed me that he was going to put in a ticket for someone to come out to my house and figure out what was wrong on a day that I could be there and that he was also going to start a claim on this account for the balance at that time of $468.56 because he had confirmed with the technical department there was no activity on both the home phone line and the high speed internet.

On September **, 2015, that is when I was able to take off of work and have a technician come out. A technician by the name Steven W[redacted], Verizon tech phone number ###-###-####, had came to my house at about 10:50am. He had went to the jack in my house and had ran a test from it and confirmed that there was no service in my house. He then checked all the wiring and the outside box and confirmed that they were correct and that he had to go to the central command for my service area in Atlantic Highland NJ, to see if the issue was there. He then returned about an hour or so, also told me that this was not his usual service area since he is from up northern jersey, and said that there was no way that I could never have had service at my house since the issue was at the center in Atlantic Highland and was never activated there. He had informed me that by that night or by very very latest the next morning service would be working, and it did finally.

I am now dealing with the issue still of the credit on my account. I was promised a credit as stated above by your representative Zac who confirmed this information of my not having service. Every time I call now, every person I speak to is stating they don’t see cause that I should get a refund so they will not apply one. At this point, I have had more then enough headaches, stress, loss of work, and my time with your company. I have no issues paying my bill, and had just made a payment of $113.79 on October **, 2015 to find that my service is now shut off on November *, 2015 due to the past due amount.

At this point, I tried one more time calling your company on November *, 2015 to see what the issue is and get this resolved and was stated by the customer service representative that she doesn’t see why I should get this credit either because she doesn’t show anything on my account about this issue I stated above. After arguing with her for 40 minutes, she confirms she sees all my calls and the notes but still doesn’t show documentation why I should get a credit of this amount and proceeded to tell me she will open a credit ticket for $274.00.

I am now escalating my complaint with both you, Verizon corporate office, as well as the Better Business Burea on this matter. I don’t find it right that I ordered service in May 2015, and had to go thru all the calls and issues I had to get service working in my home on September **, 2015, to make a payment of $113.79 on October **, 2015, to have my service turned off 18 days later, due to a credit that yous promised and quit frankly I am entitled to since I didn’t have service. I am requesting that my service be turned on and that credit as promised of the back due balance from time service was ordered, May 2015, until September **, 2015 when my service was actually working and turned on in my home, of the amount of $468.56 be credited to my account as well as any dis-activation/re-activation and any other occurred fees be taken off. I am also requesting a email and/or letter sent to me confirming this request above as well as a call and or letter in regards to this matter being gone over and closed.Desired Settlement: I am requesting that my service be turned on and that credit as promised of the back due balance from time service was ordered, May 2015, until September **, 2015 when my service was actually working and turned on in my home, of the amount of $468.56 be credited to my account as well as any dis-activation/re-activation and any other occurred fees be taken off. I am also requesting a email and/or letter sent to me confirming this request above as well as a call and or letter in regards to this matter being gone over and closed.

Business

Response:

Upon receipt of the complaint, we spoke with the customer on November *, 2015 and stated the services were finally fixed and working as of September ** when the technician was on site. There were multiple repair tickets issued as well as changes to the service. Out of service credits were issued for the dates of installation in May until the date that the technician was on site in addition to a one time service call charge. We spoke with the customer on November ** and discussed the bill. She has working telephone service and the calls forwarded to the customer's cell phone which was initiated by the customer. At present the internet service is not working. It was explained the internet service is currently suspended due to a balance on the account A suspension notice was mailed on October ** advising of the past due balance which expired on October **. A payment was received on the account however there is a past due balance. Once the account is current, the internet service will be restored. As a follow up, a message was left on the customer's voice mail with our contact and an email was sent on November ** explaining the bill and charges.

Review: My complaint is for Verizon Fios. My husband and I have had nothing but problems when it comes to getting good service from this company. We have had tons of High Latency issues, lag, been dropped out of games because of the internet connection. My husband has called Verizon numerous times to speak to reps and nobody seems to know what the problem is. We have even tried switching out the router several times and increasing our internet speeds from 50/50 to 75/75. Even this did not resolve our problem. We use our internet service for just about everything in our household so this has been a major inconvenience and problem for us.Desired Settlement: We want some sort of compensation (on our bill) for our troubles and for our 'lack' of service. We also want someone from Verizon, who really knows what they are talking about, to contact us to try to help resolve the issues we are having. If we continue to have the problems we have been having in regards to the service, we will cancel and tell everyone we know how poor both the actual service and customer service has been.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate him bringing this matter to our attention. We apologize but at this time no resolution has been determined, as we are awaiting additional information pertinent to the resolution of this matter. Please allow additional time through December **, 2015 to determine a resolution.Should you need any additional information, please contact me at ###-###-####.Thank you, F[redacted] T.Verizon Executive Relations