Verizon Communications

Review: Keep getting bills stating the last bill was not paid. Called up and spoke with [redacted], who was incredibly rude---spoke over me, would not let me speak, and told me he was not going to write on my account that I was disputing the latest bill. On 12/**I sent check for 103.17. on 1/**sent check for 102.40. Company claiming they applied that to one bill----which given the dates doesn't make sense and also doesn't make sense because my bills are never that high. This is not the first time that I have had billing issues with Verizon. I am not going to pay this current bill until the last six months of bills are shown to me, proving that I am behind in a payment.Desired Settlement: I believe that they are billing me in error and the late payment needs to be removed.

Business

Response:

Customer disputing Feb bill received for a total of $211.72 feeling payments made not

applied.

Our investigation found:

Nov bill for $103.17 (paid $103.17 on 1/**/14).

Dec bill for $108.17 - $5.77 credit = $102.40 (paid $102.40 on

Jan $103.40 no payment received

Feb $108.32 no payment received

The $211.72 was the

total amount of the January 2014 and the February 2014 bills.

Duplicate copies of the bills were emailed to the customer

and then subsequently mailed on 3/**/14 when customer informed the email was

not received.

A payment of $211.72 posted to the account on 3/**/14.

We thank customer for the payment. We mailed a letter to customer on 3/**/14

providing customer with billing specialist’s name and direct number to call if

there are any questions or concerns upon receipt of duplicate copies of the

bills.

Review: Lack of service

I've had ongoing issues with Verizon. I placed an order September **, 2014 for new service and was given a due date of October **, 2014. I was adamant that a due date 30 days out was unacceptable due to my mother health. Verizon representatives gave me the run around for a week. Until I demand to speak with a [redacted]. I was finally able to get some answers regarding my install. The order was placed incorrectly by the orginal representative that took my call. The order showed service being ported from another carrier and that was not correct. We had [redacted] and could not port any services. Finally, we had service installed September **, 2014. We have already had a technican out due to lack of services, but it did not stop there. Our internet is not working properly and we have to move the router through out the home for service. Verizon is refusing to help, but is willing to offer another device at $75.00 that should prevent us from moving the router through out the home, but again no guarantee. Verizon is refusing to stand behind the service we were offered and want to pay for lack of service, poor customer service, and never ending fees.Desired Settlement: I am looking for Verizon to provide the necessary equipment to ensure the service I am paying for works properly. I should not have to call Verizon everyday regarding the lack service and pay them for full service.

Business

Response:

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

our attention.

On September **, 2014 order [redacted] was initiated to install Billing Telephone Number (BTN) ###-###-####. Research determined that this order was referred to our Engineering department and therefore; the due date was scheduled for October **, 2014. On September **, 2014 an expedite request was submitted for an installation date of September **, 2014.

On October **, 2014 a representative from our Fiber Solutions Center spoke with [redacted] regarding her Fios Data concerns. During this contact, the

representative explained the limitations of her existing router for wireless connectivity. In addition, the representative explained that a Fios Network

Extender was needed in order to extend the wireless connection. The representative advised [redacted] that there was an additional cost associated

with the Fios Network Extender.

On October **, 2014 I spoke with [redacted] and advised that once proof of purchase was submitted for the Fios Network Extender that I would issue credit to her Fios account. On October **, 2014 credit in the amount of $86.04 was issued for the Fios Network Extender. Credits totaling $53.32 were issued on October *, 2014. The itemized credit was $23.33 for the Fios Internet Activation fee and $29.99 for the Existing Outlet Activation fee that posted to the September **, 2014 billing statement. Please allow 1-2 bill cycles for credits to post to the account.

The Bill Cycle is the [redacted] of the month. Once the October bill is accessible our office will review and ensure the billing is correct.

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 [redacted] EXT [redacted].

Sincerely,

Executive

Customer Relations

Review: In September, 2014, we signed up for Verizon Triple Play which came with a bonus of a $300 gift card that was to be issued to within 4-6 weeks according to [redacted], salesperson for FIOS Triple Play, phone number ###-###-####. At the end of six weeks, we called [redacted] and were told to check with the "rewards" department at ###-###-####. After calling this number, we were told that the terms of the bonus had changed and that we would be receiving the bonus gift card after 60 days assuming our account was not in default. We were told that our first months' bill for the new service would be approximately $198 to include prorated installation, etc. We received an interim bill that was marked "do not pay" as the new bill would be forthcoming. The first months' bill was almost $600. We called and spoke with [redacted] (###-###-####) and were given a credit for the installation. We paid the bill we had been told not to pay and the total was then brought down to just under $383.00, a far greater amount than the $198 we had been quoted. We again inquired about the gift card and were told it would be sent out in January.

When we called to find out the status of the gift card at the beginning of January, we were told that we were not eligible for the gift card because we were paying "less" per month. The representative further stated that had we been eligible for the card, it would have been so stated on our service order confirmation, which, of course, it is not. (As a consumer, exactly how were we to know that it should have been stated on the email entitled "Order Preview.") We contacted Verizon headquarters at ###-###-#### and were assigned a complaint number of [redacted] on 1/**/15. On that same day, [redacted], supposedly a representative of the [redacted] of Verizon, called us back and again informed us we were not eligible for the gift card because we were paying "less" for the monthly service. She stated she would give us the gift card but that she would be raising our monthly rate if she did so. She also stated that the salesperson's "incorrect" information was an internal problem they would deal with.

We have been given the run-around and a bait and switch offer that Verizon evidently never had any intention of honoring.Desired Settlement: We expect to be issued the $300 gift card we were promised. Since this offer was in print and on Verizon's website without all the caveats they have since stated, they should have no right to withhold this gift card. Considering the thousands of complaints on the internet about this company, something should be done.

Business

Response:

I spoke with [redacted] and reviewed his complaint. [redacted] advised me that when he placed his order he was promised a $300 gift card. As a resolution to this complaint Verizon will apply a $20 per month credit to the account for the next 12 months. Verizon will also apply a $60 adjustment to the account to make up for the $300 gift card. [redacted] agreed to this resolution.

Review: Bought a show by accident and was refused a refund

I have been an excellent customer for many years. While browsing the on demand shows I accidentally ordered one. It seems to be a common issue as evidenced by looking at this topic on [redacted].

I asked customer service to reverse this since the show was unwanted and unwatched. They said no and I find this ridiculous and bad business practice.Desired Settlement: $34.99 account credit

Business

Response:

Per Verizon records, there was a video on demand purchase on the Sept 2014 bill. It was for Season 1 bundle of the show [redacted] purchased at [redacted] for $34.99. A Email was sent on 9/**/14 showing the purchase. The 1st time the [redacted] inquired about the charge was on 11/*/14-chat [redacted] with the Ecenter Service. At that time a representative did explain the purchase; and was denied credit. It was referred to a manager . Charges were sustained due to [redacted] received previous adjustment for an accidental video on demand. The amount of the last adjustment was $6.29. That credit appeared on the [redacted]'s Dec 2013 bill. It was for the rental of [redacted].

Review: For entirely TOO LONG, I have attempted to have a problem with the FIOS TV rectified. Sporatically, the picture will pixelate & audio will be lost......seems to happen mostly in the evenings on no specific channel, program, etc. However, after having the system rebooted, STBs replaced & technicians come out, the issue persists. The technicians tested everything when they came out....no signal problems, etc. Therfore, the cause has to be within Verizon's FIOS network.......noone wants to take responsibility.If I refuse to pay the monthly bill, they'll send me to a collection agency even though I'm not getting the SERVICE that I'm paying for!!!!Desired Settlement: Company needs to do a COMPLETE investigation & DISCONTINUE trying to put a band-aid on the problem. A review of my record will show how many calls have been made since early 2014 to [redacted]-verizon regarding this.....beyond FRUSTRATED @ this point!!!!!!!!!!!!

Business

Response:

A Verizon technician repaired the service on 1/**/15. The technician replaced the Optical Network Terminal (ONT) and confirmed working service with [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:

The service displayed a loss of audio on the evenings of 1/** & 1/**/15. An after hours voicemail was left for the technician and for the executive office representative @ ###-###-####.

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

Sincerely,

Business

Response:

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.

Review: I was a brand new customer of Verizon (October **, 2014- November *, 2014) and it's been a terrible experience. Will try to keep this as short as possible. I had just moved into a new apartment and there was a Verizon box already set up in the master bedroom closet. The leasing agent referred my husband and I to Verizon since the property is a Verizon preferred property and gave us the representative's phone number. I asked the Verizon salesperson if we would be able to record shows from both rooms and play back shows in both rooms as well (even those that were recorded in the opposite room). I even rephrased the question and was more specific when naming each room. He confirmed each time that I will be able to do so and the tech stated the same thing while installing the equipment. He was at our home for about 4 hours and had to leave during the middle of the job because he left some tools at the last customer's home. There was a beeping noise every so often coming from the box in the closet. When I asked him about it, he reassured my husband and I that it would stop and that's normal. He didn't take the time to really explain the products (we purchased phone, internet, and cable bundle) so we had to ask him questions as he was walking towards the door.

The next day, we called Verizon due to the annoying beeping all night from the box in the closet and the fact that we were told we would be getting one service by the sales person and tech, but we weren't able to access those features. Spent two and a half hours on the phone and spoke to 10 different people, including managers. Major headache! Transferred from person to person, some warm and some cold (without any type of warning, which is not good customer service skills, especially when I was told that they would be explaining the situation and there wasn't much of a wait time). The line disconnected while speaking to a representative, but they did not call me back; even though they had confirmed my home and cell phone numbers early in the conversation. One technical support representative was so rude, kept cutting me off while I was talking, and would not let me speak to a manager after I requested a supervisor more than 5 times, that my husband took the phone. He told him that his behavior was not acceptable customer service skills. Instead of the guy realizing that he should listen to the customer and get a supervisor, he responded by stating that he is not in the customer service field. When we finally spoke to a technical support supervisor, he agreed that the technical support department is still customer service.

In regards to the specific product that I was requesting, I was told that we're currently paying for it by a few representatives, but that this option is not available by other representatives. Clearing, a discrepancy in information. In regards to the beeping noise, I was advised that the tech should not have left the job with the box beeping since that is a sign of a low battery. The battery should have been replaced at that time. The representative advised me to unplug it since it's just for the phone and asked if I even used it. I told her that I do use my phone. I pay for this service, use it, and expect for it to operate correctly. The representative then stated that she can mail me a replacement battery and that it would be about $40. At this point, I had had the service for less than 24 hours. I reminded the rep of this fact and that the tech should not have lied, stating that there wasn't anything wrong with the box. She agreed and stated that she will have a new battery mailed to me and for me to mail the old battery back. Over the next few days, the beeping got worst. It was beeping every 15 minutes, literally, I timed it. The end results of this series of phone calls was that they were supposed to mail me a replacement battery (which, to this day, we've never received) and they were supposed to call me back in regards to the difference of services (which, again, to this day, we have not received a phone call regarding this issue).

Over the course of the 22 days that we had Verizon services, I called them several times a week to discuss the continuos issues we had with the products and services. I was told that there is an option to record shows from both rooms. The boxes will talk to one another and that's what I'm paying for, but I was not able to do so. They stated that we had received a "bad" cable box and mailed us a replacement cable box. At which we had to mail them the defective box back.

When I called to cancel services on November *, 2014, the rep advised me that we would be receiving a pro-rated bill and to wait to pay that bill so that they didn't have to refund us any money. I paid the pro-rated bill for the 22 days of services and feel as though I should not have to pay the early termination fee. During my multiple phone calls to Verizon, a few reps agreed that the fee should be waived since our Verizon experience was tainted from day one. The sales person lead me to believe I would be receiving a specific type of service that I did not receive. Therefore, I was lured in under false pretenses. The tech who installed the equipment completed a botched job and was not truthful when answering our direct questions. The representatives are not very helpful at assisting customers with this type of situation and honestly, do not seem to care. They just care about getting the sale, keeping their call time low and their downtime low by making short or no notes at all. They say they will call you back or have someone call you back, but that call never comes. Literally, I have not received a phone call from them. Each time I called in, I spent one to two hours, if not longer, on the phone, not getting anywhere.

Numerous times, I was told that someone was going to call me back after they researched the situation, but no one kept their word. There was one person who did call me a week after I left a message for a manager to call me. She was not a manager and nothing came from this phone call. This representative just wanted to know if I had received the packing label to return their equipment, which I received days later.

I was billed for the early termination fee. I had read online that I had 30 days to cancel without having to pay the fee and cancelled services after 22 days of being a new customer. I explained this to the representative and he stated that this was not true. He read some information to me, but when I asked if he can show me where to find that info, he could not tell me. This rep stated that he will look for a specific recording that should've taken place of me agreeing to the terms and call me back on a specified date, which was December *, 2014. He also stated that if he does not call me, that means I am not responsible for the bill. He, nor has anyone else, called me back and I continue to receive notices.

I truly feel as though this fee should be written off. I was a brand new customer and wasn't happy from day one. To spend two and a half hours on the phone less than 24 hours after the install (speaking to help desk, sales, customer service, IT/ Tech department, etc) is ridiculous. Again, still have not received the extra battery. No one believes in following up with a customer, not even the managers. I asked for a specific service and did not receive that service, even though I was, supposedly, paying for it, per sales reps and customer service reps. I understand that no one person nor company is perfect, which is why how one recovers is most important. Verizon has not made any attempts to recover. I'm ready for this bill to be written off as a company loss (due to a sale generated under false pretenses, a botched install, poor customer service, and lack of communication) so that I can finally close this chapter.Desired Settlement: Write off the early termination fee and stop sending the invalid bill. I kept putting off canceling their services trying to give them a chance to make it right, but they never delivered. Why continue to pay for a service when you're not receiving what was promised? I paid the bills for the services in full, but not the termination fee.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted] placedorder [redacted] on October *, 2014 for a triple play with Fiber Digital Voice+Preferred HD and 50/50 Data with a 2year contract term. [redacted] service was installed on October**, 2014. Verizon repair shows 2 repair tickets sinceinstallation. 10/**/2014 ticket number [redacted] on October **,2014 reporting should have 2 DVR’s but only received one. 10/**/2014 ticket number [redacted] reporting DVRis not showing recordings. Ticket closed with a new DVR being sent. Records further indicate [redacted] called in onNovember *, 2014 and requested that the service be disconnected and order[redacted] was don’t to disconnect the account. The account shows on theNovember **, 2014 bill that the customer was billed an early termination fee of$230 for not keeping the service the 24 month term. Verizon regrets the experience when contactingcustomer service to get assistance with concerns. As a courtesy credit has beenissued for the remaining activation charges of $48.45. A previous Verizonrepresentative issued credit for the first $23.33 for a total credit of $71.78for the activation charge. As a courtesy credit has been issued for the earlytermination fee for a total of $252.53. The account now has a zero balance. A Verizon representative spoke with [redacted]on March *, 2015 to explain the above information and she expressedsatisfaction with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, [redacted] ###-###-#### EXT [redacted]

Review: We have had Verizon for 4 years with no problem. We moved to a new house and they wanted to update our old no longer available contract they said we can have TV and internet for $5 cheaper then we were already paying. So I agreed, they came out and hooked everything up in our new house. We get our bill and its $65 more than what was said. We spoke to them and they said they had no idea who said that advertising but it was false. So we said we no longer wanted the TV we were just gonna keep internet like we had before. They told me that there was gonna be a termination fee of $200 something dollars. She said she can cancel out the termination fee and we would only have to pay the $135. So I said OK and paid the $135 and canceled the TV so are payments would be 74.99 again. Well we received a bill for $302. My wife called and spoke to a representive and they once again said they would cancel the termination fee he even spoke with a manager who confirmed the action. Time came for the bill to be due and they took out the $302. I called them again and they said they were gonna have to look back at the recordings and call me back. Almost a week later they call back and said they can not refund us the money, even though on two different occasions they said they would cancel the termination fee which wouldn't have even happened if their representative wouldn't have lied to me in the first place about the package service.Desired Settlement: I would like Verizon to put the money back into our bank account as soon as possible. We would like to stay with them but if this is not resolved we may cancel our services completely due to such horrible interactions we have had with them for the past two months.

Business

Response:

March **, 2015 Attention: [redacted] Revdex.com of New Jersey [redacted] Re: Case No. [redacted] / Account No Dear [redacted]: I am writing in response to the complaint forwarded on behalf of [redacted]. In the complaint, [redacted] states he was advised his Verizon bill would be cheaper after installation of additional services. [redacted] states his bill actually increased and is requesting assistance. Verizon Wireless appreciates the opportunity to address [redacted]’s concerns. A thorough review indicates [redacted] is requesting assistance with his Verizon Communications bill, and the complaint is not in regards to Verizon Wireless service. [redacted] confirmed his complaint in writing is in regards to his Verizon Communications bill and not a wireless bill. [redacted]’s concerns have been forwarded to the Verizon Communications Corporate Office. No further action by the Verizon Wireless Executive Office is necessary at this time. Should the Revdex.com or [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] Executive Relations

Business

Response:

[redacted] Executive Relations Team/[redacted]/Revdex.com case [redacted]/ I spoke with [redacted] at [redacted] advise that we have credited $230 for the Early Termination Fee to honor what the notes show. Coaching has been sent to 6 reps will open a follow up to check next bill for credit customer may want a check sent for the remaining of the credit balance after the next bill post

Review: I made a payment to Verizon internet when I meant to make it to Verizon phone for 251.01. I called two weeks ago for a refund and have not received.

Two weeks ago I called to get my refund and was told it would come in 5 days. It never did so I called again after being on the phone for most of the day because they couldn't figure out why it wasn't sent. Now a week later I am still on the phone with [redacted] who says he is going to send the refund by Tuesday the [redacted] overnight. I am waiting to see if that happens.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Refund and restitution for my trouble and inconvenience.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about not receiving her refund check for $251.01 from Verizon. According to our records, a Verizon representative spoke with [redacted] on 5/**/2015 to inquire if she'd received the refund for $251.01. [redacted] indicated she had received check [redacted] and cashed it. We trust this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] experienced as a result of the above matter. Sincerely, [redacted] Customer Relations

Review: I have had problems with my service with them and have had technicians out here to fix the problem and each time they sent a technician out I was to get a credit on my bill once the work order was completed and I have never received any credit on my bill and it has been close to a year now and when I contact them they tell me that I did not get charged for the technician to come out and I keep telling them that I know I was not charged for the tech to come out but I was told I would get a credit on my bill and I have not received it. And everytime I call I cannot understand them because they do not speak english. I just talked to a [redacted] today and she just keep telling me that I did not get charged for the tech to come out and I told her 5 times I know that but I never received credit for the issue to be fixed. Also I have had problems with my wifi for 6 months now. They advertise they are the fastest and that is a lie a turtle can move faster than my internet.Desired Settlement: DesiredSettlementID: Billing Adjustment

I want a credit for the time that I had problems on my phone line and for the 6 months of slow internet and problems with my wifi

Business

Response:

After reviewing the account, the customer received out of service credits of $9.51 on the 8/2014 bill and $24.49 on the 9/2014 bill. The customer did not receive credit for the service outage 12/**/2014 - 1/*/2015. An adjustment of $23.54 was applied to the account which will appear on the 7/2015 bill. [redacted] was notified of the credits and was satisfied

Review: Verizon has failed to correct billing errors, and is trying to charge me more money than agreed to.Desired Settlement: The amount that I am currently being over-billed is $73.03. I will also need my bundle package for future bills to be adjusted to the agreed upon price of $105.99, not $122.99 it is currently listed as.

Business

Response:

[redacted] Executive Relations Team contact with Verizon's Ecommerce Center regarding Revdex.com case [redacted] our records indicate that the customer's pricing issue was resolved by our eCenter IHD this today. Account notes indicate "ecss research tkt [redacted] for chat [redacted]-customer states their bndle should be $105.99 not $122.99, original email confirmamtion for order number [redacted] dated 1/**/2015 does reflect the bundle price of $105.99 not $122.99 which customer is being billed at, issue credit for $17.00 to match price on email confirmation & issued order number [redacted] 4 to add $20.00 credit for 2 years, email sent to customer confirming changes made and credit issued-closing tkt". I left a VM with my contact number for the customer to call me if they have additional concerns about this issue. Thanks, Cheniqua B[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:

[Your Answer Here]

I did receive the credit referenced by Verizon's response. However, there continues to be a delinquent notice on my account in the amount of $56.03 which does not belong, and has not been removed. This amount was for a battery back up unit that was sent to me and was promised to have been credited back to my account, due to the fact that I was a new voice customer and had never received this product before. I have attached a picture of the screen demonstrating this issue.Proper resolution would involve removing this delinquent notice, and providing me, the customer, with a letter stating that this is not a debt owed that I could use to file a dispute should Verizon mistakenly reports this erroneous delinquency on my record.I also continue to request compensation for the 10+ hours of my time that I have had to expend in addressing Verizon's repeated errors.

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

Sincerely,

Consumer

Response:

I have attempted to contact the business, but their phone system repeatedly disconnects me. I prefer to communicate over email in order to ensure a paper trail

Business

Response:

Executive Relations Team/[redacted]- Revdex.com Rebuttal [redacted]-06/**/2015 5:05pm- A review of [redacted]'s rebuttal shows that she has requested that we refrain from contacting her by phone. Her account shows extensive previous contacts with the ECOMM Center Representatives, who have apparently been corresponding with her by e-mail. This office does not do that. She has requested a listing of charges from the beginning of the year. A review of her account shows that the account is set up for paper free billing. Her bills are available for her to download and print via the website, however we have printed copies of all bills from the 12/**/2014 bill through and including the 06/**/2015 bill to satisfy her request for "a full accounting of all charges incurred during this calendar year." [redacted] expressed her concern about the bill dated February *, 2015. This bill shows several upgrades. Phone service was added to the account. The TV Prime was upgraded to the TV Extreme. The 15/5 data was upgraded to the 50/50 data. HBO was added free for twelve months, through 01/**/2016. The charges for the HBO were added with corresponding credits, which was noted on the paper bill sent to [redacted]. Under the Change in Service section of the bill, there is a 26.00 charge for the time period of 01/**/2015 to 02/**/2015 for phone service, also know as Fios Digital Voice. There is also the charge for that same time period for the difference in price between the TV Prime and the more expensive TV Extreme and the 15/5 Data and the 50/50 Data. The proration of the phone , data and internet totals $24.26. That same section shows the billing for a Backup Battery for $39.99 and a Shipping Charge of $14.99 for the battery. The total of the $24.26, $39.99 and $14.99 is $79.24 for the change in service section. Credit was issued for the $39.99 Battery Backup and $14.99 shipping charge on 02/**/2015- the total credit was $56.03 including tax. On 03/**/2015, another person doing research on the bundle rate issued credit for a total of $19.34 on the February *, 2015 bill because the bundle rate was too high. Verizon has performed a full account review and explanation and therefore considers this complaint to be closed.

Review: I cancelled my service in May of 2015.

I have been charged $501.81 on July * 2015.

I have been through the ringer with this company. On hold for hours. Transferred and hung up on.

Trying to Cancel my service is something I will be talking about for years. A nightmare.

Just when I thought I was done with them and never have to deal with them again... I get this 500 dollar charge! The SCR Stephanie couldn't tell me what the charge was for and said it takes 2 months for the computer to recognize and catch up to itself.

I have conformation numbers for my "disconnect" and receipts for the return of my equipment.Desired Settlement: To have it reimbursed to my Credit Card. I do not want to "go to my local library" and fax any of my bank statements to prove that "it's me". I have spent MORE then enough time and honestly cried tears of frustration dealing with Verizon trying to fix their mistakes.

Business

Response:

Credit was issued and refunded to credit card on 7/**/2015,

Review: I had Verizon Fios for several years. when I was moving I contacted Verizon to disconnect service. the rep advised me they would send me a final bill and that would it. I awaited a final bill that I never received, I contacted Verizon several times to get the bill, I never received and I never was told how much I owed. I didn't find out how much I owed until I saw it on my credit report. I immediately called and was still told they didn't have access to my final bill. I filled a previous Revdex.com complain, I spoke to a Carol A L[redacted] who was very rude, and basically told me I was not a model customer because I had been late on my bill previously as if this had anything to do with what I was requesting. she finally sent me the bill, however I needed this off my credit because of the lack of communication I received from Verizon. after management review she said they would remove this from my credit report. I agreed to pay once it is removed. well it is still on my credit report, even worse I am being contacted by a collections agency who said "[redacted]". of course I have reported them to the FTC for FDCPA violations. Verizon now refuses to speak to me and Carol A L[redacted] refuses to call me back or answer emails, and she is in the corporate office, I have proof of these emailsDesired Settlement: remove this from my credit report and allow me to pay for my final bill. its really that simple

Business

Response:

Upon receipt of Revdex.com case # [redacted] I spoke with [redacted] to acknowledge the complaint. [redacted] advised as of Monday 9/**/15 the account is still appearing on his [redacted] credit report. Further investigation was done and all three credit reporting agencies were checked and found the customer is correct. The outstanding bill is still showing on with Transunion. Verizon Financial Services Appeals representative spoke with [redacted] and submitted AUD Control Number [redacted] to remove the account from the credit report. It does take up to 30 days for the credit reporting agency to reflect the updated information. It was explained to [redacted] that when AUD's are submitted, they are sent electronically to all three credit reporting agencies at the same time. Verizon is not able to explain why the account was removed from Experian and Equifax, but not from Transunion. The representative offered to provide [redacted] with the AUD number that was submitted 9/**/15, removing the account from his credit report. [redacted] stated he did not have anything to write with, and advised he would check again with the credit reporting agency and if resolved we would not be hearing from him again.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Review: [redacted] customer's service solution very mean. All services (FIOS, internet, television, landline phone) down due to Verizon hardware malfunction.

Called technical help desk get [redacted] non human service for more than 30 minutes then disconnect after 5 minutes and still get any solutions. Call back again several time until get to non American technical service, and they said Verizon cannot send service people out 4 days later take it or leaves. These people were very rude. I ask why so late they said Verizon don't have technical service personnel and residential customers are not Verizon's first priority. I asked to speak with supervisor , they put me on the hold more than 30 minutes and the had no solution.Desired Settlement: Send technical service out ASAP. We need the landline phone for home alarm and internet for working remote and children can do their school works.

Business

Response:

ERT/William/[redacted] spoke with [redacted] and confirmed that we've got him set for 11/** am dispatch. I apologized for any agents he spoke to who may have treated him rudely. [redacted] services are down and require a tech visit to resolve, however there are no techs available until Friday 11/** due to the Thanksgiving holiday and heavy work load in the area (they're actually overbooked).

Review: My Verizon two year contract is up, so I went online to look into renewing my contract. Verizon was threatening me with an increase if I didn't renew. I wanted to upgrade my equipment(DVR) anyways, so I could record 6 shows at once. I used the Verizon online customer service chat and negotiated a deal with Verizon ($183.39/month and a $50 equipment credit). I used a Time Warner $129 advertised deal as leverage. The rep gave me a conformation number and said my new equipment would arrive in 3-7 days. My new equipment never arrive, so I became concerned and contacted Verizon again through chat. They denied any knowledge of the agreement/confirmation number and refused to honor the agreement. I went to the local office and also called Verizon to no avail. I saved a copy of the original online chat that shows everything.Desired Settlement: Fulfillment of the agreement.

Business

Response:

Spoke with [redacted] in regards to his bundle rate of $129.99 and total estimate of $189.39 with upgrade to [redacted]. Added TV package upgrade and 2 year along with proper discounts to honor what was advised.

Review: Verizon has allowed a phone scammer to change, modify, cancel and redirect my fathers phone listing to try to obtain over $8500 from my elderly father. We have tried to have Verizon correct this problem and obtain a secure phone number for over ten days now. The latest was today when this person from the UK HAS TOLD verizon he is the owner of this home and to NOT change his number. Our problem at this time is that the fraud department at Verizon is nonexistant, rude and unwilling to help. They have hung up, disconnected and put on hold for hours. We believe this scammer has inside help at Verizon because of how easily he operates within Verizon.Desired Settlement: We want Verizon to explain how this has happened.

Business

Response:

Hi, Case is closed with following resolution.. Please close case on your end and attach closing. I was able to issue a disconnect on ###-###-#### ([redacted]) and clear the error on ###-###-####([redacted]). I spoke with [redacted] and told her to test her dad's dial tone. I confirmed the billing will be in her name but sent to the service address as she requested. There is no long distance carrier and the number is Non-Published. I also recommended that she may want to add Privacy Block so that any outbound calls do not reveal the telephone number. She agreed and I advised her that would go into effect tomorrow 2/**/16. We also added a mandatory 4 digit pin to the new account. I will follow up her bills to adjust and number changes. I advised her to call me if she has any questions when she gets her bills since there will likely be a few of them because of the multiple customer codes. Jennifer W[redacted] Senior Analyst Verizon Executive Relations Team ###-###-#### [redacted]

I called verizon because their phone line is about to break off and hit my house because of a tree I do not own nor do I have verizon service the response I got was verizon doesn't own tress or plant trees, ok neither do I i was then told the only thing they will do is put a new line up once the thing completely breaks all so it can break again and hit my house we have kids that come to our home along with our kids and to be told they wont do anything until it completely down and accessible to kids and people makes no sense , they wont take responsibility for their so called phone lines , horrible company main reason I don't and will never have service with them but am prepare to sue it this hits my home

June **, 2015-My Verizon internet went down at 11:45. I called tech support and was informed that they will be working on the problem and it won't be up till tomorrow at 11:45. Verizon reliability? I am a consultant and the internet is my lifeline. So I went on Verizon Online and submitted a question re: compensation for the day downtime. I got some jargon response. Customer service is terrible. Often can't understand Verizon support on the phone, often finding myself asking for repeat responses. I feel so disconnected and am now considering a change, it hopefully can't be much worse than I am experiencing now.

My elderly (over **) mother spent over an hour with a Verizon sales rep, they went back and forth, and he keep telling her what a great deal he was getting her. She called because her bill had reached $165/month and she needed to get it down. After changes and promises of improved internet speed, and new DVR box, and other things the sales agent (Thomas) said he would throw in, he guaranteed her that her final bill, with all taxes and other extra fees, would be $144.21. He even sent this via email. She then received an email confirmation of her order which said her new bill would be $169/month. She called Thomas back but could never reach him. She called and called for five days, she even reached another person who said they were a supervisor and promised to have Thomas return her call on Friday at 11am. Well 11am on Friday came and went without a call. I called Verizon, as an authorized person on her account, and spent over 1 hour on the phone. They couldn't explain why the estimate bill (info received on confirming email) was different, or how Thomas came up with $144.21. All they could tell me was that they would have to research the matter and call me back by Wednesday of the following week. This was Friday. Seriously? In todays technological world, and a company who is selling technology, they cannot figure out the issue in a shorter timeframe than four business days?? Today, Tuesday, my mother received an email with a new estimated monthly charge of $157.75. This is unacceptable. And they had to take away one of the benefits Thomas offered in order to get her bill down to $157.75 from the $169. She was promised $144.21 verbally and in writing. This is deceptive and an abuse of influence with an elderly person.

Verizon agent promised the world on a supposedly recorded line. I confirmed and reconfirmed the details of the deal, and then when I got the email, it was wildly different and $30 more expensive. When I called to complain and demanded a review of the recorded conversation, the supervisor said he'd investigate and call me back. No return call and they had the Gaul to think I was still going to open an account with them!!! Verizon FIOS has some unscrupulous people working for them and I'm even thinking of leaving verizon wireless for their bad customer service. Shame on them!!!

We were very happy when we were with [redacted] for internet service. We were only paying $50.00 a month and mind you, internet is all we need because we stream everything. A verizon associate convinced us to switch to Verizon and if we switched over he could guarentee we pay $50.00 a month. A year later we were being billed $75.00 a month.

We called Verizon and the first representative one the phone said she can give us internet and local TV package for $62.00 a month. They didn't honor their promise of $50 but we took the other package anyway. I'm not sure why we have to pay more when all we want is internet. We signed up for the $62.00 deal but then we started getting charged $80+ right away (within days) for installation fees for installations we never got.

We called Verizon again. For some reason, no one could find our information. I believe this was the day we got hung up on.

Third time we called Verizon, the representative says she sees the mistake and doesn't know why the previous rep made that mistake. She signs us up again for the $62 Internet and local TV deal. She also promises us free HBO and Showtime for 24 months since this is the third time we had to call. She told us to avoid paying $25 to have a box shipped out that we can go to a Verizon kiosk in [redacted] Mall. She gave us an order number. She said all we have to do is go to that kiosk with that number and they will give us the box.

My husband went to the kiosk, which was completely filthy and unorganized, and they had the box but they said they couldn't give it to us because it was in "shadow queue". It would have been helpful if the rep (I believe her name was Angela) told us we couldn't pick it up yet.

We called the kiosk the next day and it took him 15 minutes just to find my account. He couldn't find my information by using my phone number, my name, my e-mail, and finally my address. He told us to come in and he will give us the box and we can manually install it. I'm not sure why it's our problem to install it but we said okay. The sales rep who told us this was named Alonzo.

We go to the kiosk and Alonzo wasn't back yet. Another rep found our information and we re-explained the situation and what Angela told us we were supposed to get. After 20 minutes Alonzo returns and he gives us the box. When we installed the box our bill changed again and we were not given HBO and Showtimes as promised.

This past Saturday (8/**/15) my husband calls Verizon again. Why we have to call Verizon almost every day is beyond me. He explains the ENTIRE situation to the operator and then he says he works in tech and has to transfer him to support. My husband got hung up on.

It is now 8/**/15 and my husband is on the phone with Verizon again. This is by far the worst service we've ever had. We are most likely leaving Verizon after today because we can't bear this anymore. For an entire week our service hasn't been right or resolved. I don't believe in writing bad reviews online but clearly, we've went to Verizon many times and they haven't fixed our problem.