Verizon Communications

Review: On 10/**/14 I had the account disconnected and reconnected on 10/**/14 to rectify an error made my Verizon when opened a FiOS account and so I could receive the [redacted] employee discount. The technical problems started immediately upon reconnection. The system would not retain my password. I reset my password countless time while on the phone with their Tech Support. Supposedly trouble tickets were put in on it. I made a minimum of 5 calls on that issue alone before it seemed to be fixed. On 11/**/14 the old primary identity that was supposed to have been deleted with the disconnect and reconnect popped back up as the primary. I made 14 calls and/or did online chats with Tech Support to try to resolve that issue. On 1/**/15 the password retention issue was back. On 1/**/15 I was finally told the primary identity that had been created on 10/**/14 was irrevocably corrupted. I could keep the old identity that had cropped up again or disconnect and reconnect again. On 1/**/15 Tech Support called to reiterate that nothing could be done but another disconnect and reconnect and then transferred me to Customer Service. They told me the package price might go up with the disconnect and reconnect, which I said was unreasonable since I had been calling about problems since 10/**/14 and all the issues are on their end. No other compensation was offered for my time or trouble. I said I needed time to consider the disconnect and reconnect. Later on 1/**/15 I called Customer Service to have the service disconnected on 2/*/15. When I was told I would be charged $210 in early termination fees, I asked to speak to a supervisor. She offered me the same package price as I am currently paying and a $75 credit. I declined as I had already spent over 43 hours trying to resolve the problems since 10/**/14 at that point in time and was not feeling confident the disconnect and reconnect would actually solve the problems. The supervisor said she needed to speak with her supervisors and swore she would call me on the[redacted]. I never received a phone call.

To sum up, between 10/**/14-1/**/15 I spent more than 43 hours online or on the phone with Verizon trying to resolve the issue. Over twenty phone calls were made regarding both the password retention and incorrect identity for the account. The issues were either not resolved or done so in timely fashion. I can provide a call log for every call made, plus a copy of the chat transcripts.Desired Settlement: All early termination fees waived.

Business

Response:

A representative spoke to the customer on February *, 2015. Based on a discussion with the customer regarding the customer’s experience with service issues, and a review of the account by the representative’s supervisor, a decision was made to waive the early termination fee that would have been assessed as a result of the customer canceling services before fulfilling her two-year agreement. The customer was satisfied.

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, [redacted]

Review: I cancelled my Verizon Fios service on 10/**/2014. I have the Confirmation #. Each month since October of 2014, I have continued to receive a Verizon statement showing that a credit of $54.55 is due to me.

I returned all Verizon Fios equipment via UPS on 10/**/2014 and have that UPS return slip.

After waiting for 3 months and having not received a refund check for the amount still owed me, I called the number for Customer Financial Services, ###-###-####, on **/**/2014 at approximately 2:45 PM, and talked with a Verizon representative. She informed me that the account was indeed showing as closed and she would put through to have my refund check mailed to me.

As of today, 03/**/2015Desired Settlement: Refund owed to me, which is $54.55.

Business

Response:

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

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. I just received my refund check in today's mail. So, as far as I'm concerned, I've received the resolution I wanted and the case is closed. Thanks again, [redacted]

Sincerely,

Business

Response:

Our records indicate that a refund check in the amount of $54.55 was issued on March **, 2015 and cashed on March **, 2015. Attempts to contact the customer to discuss her concerns have not been successful.

Consumer

Response:

As I originally emailed your representative on 03/**/2015 at 4:26 PM. I received the refund check from Verizon that day, so please close the complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I filed a complaint previously but have not heard back from the Revdex.com nor the business?

If it did go through, please email me directly at [redacted] the case number for the original, if it didn't go through I will give another brief summary of what happened:

I am filing on behalf of my grandfather, [redacted]. We have Verizon Fios, and received a bill in May for a $100 Pay Per View boxing match. The thing is, no one in this house is a boxing fanatic, nor would we ever use pay per view. The closest thing we watch to boxing is a Rocky rerun on the free channels, hockey games ending up in brawls also on free channels, and football which is free... all of which obviously don't require pay per view. Verizon called us back and stated one box watched the boxing match from 6 pm Saturday to 1 am the following morning. First of all, let me ask you something: if you have the information to track what we are watching, then you would know one box (my room) is left on the Travel Channel or similar channels on Saturdays/Sundays/some weekdays for most of the day because they have those paranormal shows, and I switch to Lifetime or Comedy Central, and sometimes Cartoon Network. I checked the order history on my box, and it shows no purchases were made from pay per view. My grandparents aren't at the point of dementia at all whatsoever, so I know they would have remembered hitting the "okay" button to purchase a $100 pay per view boxing match... which they wouldn't have hit in the first place.Desired Settlement: They are not paying the bill for that $100, no one in this house is going to pay the $100. We are able to afford it but like I said, you shouldn't be throwing random charges onto bills for things we don't watch. I can only assume you are charging for that high profile boxing match I kept seeing in commercials, and I have to say it isn't right to just throw those charges onto people's accounts in the event they might watch it. I tried to google the length of time the fight lasted to disprove you, and convenient for you I could not find that information, everything only gave statistics and gave trending news about people wanting to sue the guy who participated with an already injured arm for some reason. Like I said, if you are charging random people these charges, I'm pretty sure you are going to give the excuse "oh you are probably one of those people upset about the outcome of the match"... although we don't watch boxing. Or pay per view.

Business

Response:

Executive Relations/[redacted]/Revdex.com case [redacted]/ Called [redacted] at ###-###-#### and we talked about the pay per view fight that was ordered on his account on 5/*/15, and he denies all knowledge , and says he did not order the fight. I said I would credit the pay per view for him, and asked if he would like to learn about parental controls to stop the ordering of the pay per views. [redacted] asked if all pay per views could be blocked? And I said yes they could, and I would have a representative from the [redacted] call him back to advise with instructions. I did issue the credit for the pay per view, total credit $114.98.[redacted]/Fiber Solution Team/[redacted] Revdex.com case [redacted]...Called & Assisted [redacted] Setting up a Purchase PIN. > Press the Menu button on Fios remote. 1. highlight Settings and press OK. 2. Highlight System and press OK. 3. Select Parental/Purchase and press OK. 4. Create / enter your 4-digit Parental Controls PIN. You'll then need to retype your PIN to confirm your selection. 5. Select Purchase Controls to turn them ON or off. 6. Select "Use Parental PIN" to use your Parental Controls PIN as your Purchase PIN. >Purch control is now ON

Consumer

Response:

Thank you for crediting back the amount. Sorry I forgot to state my name ([redacted]), because my grandparents were confused when the Verizon representative asked to speak to their "grandson"! I was at work but I gave the home phone number so you could speak with them directly, and I thank you for speaking with them. Like I said, no one has ever ordered pay per view anything, nor do we watch boxing. No offense but from what I've seen in the commercials boxing is boring, I would never pay $100 to watch something like that, I would rather put that money toward a live hockey match if I wanted to see more exciting brawls. I will be keeping a careful eye on both cable box order histories. If this issue occurs again I will definitely take pictures on my phone of whatever is on the screen, and keeping an ear out for any neighbors that discuss watching pay per view... honestly hoping neighbors aren't leeching off our cable, but I know Fios is more secure than that so really hoping that wasn't what happened. I will also make sure to go over the controls with my grandparents. Thank you, [redacted]

Review: I was not informed nor did I agree to an installation fee prior to having service turned on. Verizon's employee failed to inform me of this charge when I gave my electronic signature.Desired Settlement: Remove installation charges.

Business

Response:

Subsequent to receipt of the complaint, I contacted [redacted] and apologized for her concern. [redacted] stated she was never advised ahead of time of the one time installation/set up fee. I advised [redacted] that I adjusted the first installment including tax of $27.99 and waived the remaining two installment charges from appearing on future bills. [redacted] was very satisfied.

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. I would also like to add that Steven was particularly cordial and was so kind as to give me a direct line to him in the event that his bill correction didn't go through properly on my end. Very happy with the speed and outcome. Good job, Verizon!

Sincerely,

Review: In Mid-March of 2013, I contacted Verizon to have my services moved from my previous address ([redacted]) to my current address ([redacted]). Services from the previous to the new address were to be transferred over starting on April *, 2013. At the time and currently, I am/was in a two-year contract with Verizon that included all premium channels, high-speed internet, and Verizon voice phone services for an estimated $140.00 per month, taxes and fees included. In addition, Verizon charges their customers a month in advance for their services, which I paid prior to moving to my current address. I paid for the services for the month of March (at the time, the current month) and the month of April (at the time, the month charged in advance). This brought my balance down to zero and I did not have to make another payment until the month of May. In May, I received the first bill of my new residences. Verizon estimated my bill to be over $400.00. I immediately contacted Verizon to inquire about the outstanding charges. I spoke with two representatives. The first representative explained to me that the reason why I was billed $400.00 is that I did not make any payments for the month of September in 2012. This caused me to look at my bank records and payment history along with the representative. It was revealed that, not only did I not miss any payments since signing the contract with Verizon in July of 2012, but also I had paid the month in advance in September of 2012. My records and payment history revealed that I had made a $464.94 payment on August **, 2012, which included payments for the month of July ($159.91), the month of August ($156.97), and the month of September ($146.97). In addition, I had consistently maintained payments to Verizon each month. This meant that Verizon charged me an additional month for services. Therefore, not only should my balance been zero, but also I should have had credit for an extra month. For the month of September in 2012 ($146.97) and for the month of April in 2013 ($146.97) which were both paid in advance. When this was brought to the attention of the Verizon customer representative, he immediately transferred me to another department claiming that someone else should be able further assist me. However, when I transferred to this department the office was closed. I then proceeded to call Verizon again, this time I spoke with the second/another representative. I explained the former to the second representative and inquired about the outstanding charges. This representative explained to me that the reason why my bill estimated to be over $400.00 is that I moved. She explained that out of the estimated $400.00, $190.00 were moving expenses Verizon charges for relocating for on address to another. I brought it to her attention that I was not aware of the additional expense and when I had called to schedule to relocate, it was explained to me that I could do so with no additional cost. The customer representative apologized for the misunderstanding and told me that it should have been explained to me. She furthers explained that in addition to being charged $190.00 that my contract had been changed. The high-speed internet package was no longer available and I was being charged for a more expensive package. In additional, I had lost most of my features that was being offered in the original contract for a set price, and was being charged extra for these services. My new estimated monthly bill would be $210.00. When I inquired how Verizon could alter/change my contract, she explained that it was due to the fact that I moved, which gave them the authority to change it without my permission. I then proceed to try and cancel my contract with Verizon and/or change certain features to lower the monthly bill. However, the Verizon customer representative explained to me that if I change or cancel any features that I would be charged an earlyDesired Settlement: DesiredSettlementID: Other (requires explanation)

I wish for my contract with Verizon to be change/alter from the triple play package to the double play package, where I would receive High-Speed Internet and Verizon Fios Voice without being charged an early termination fee of $225.00. I also wish for any fees and/or incurred expenses to my account to be waived, which includes the $190.00 fee in moving expenses and the additional charges incurred from changes made by Verizon in my contract, whi

Business

Response:

The customer feels he is being over charged for services since moving to a new location.

[redacted] from Verizon’s Customer Service Center advises she called [redacted] to discuss the billing on the account. She explained the charges in full and went over bills from 6/*/12 to the present. The billing on the account is correct. She did issue a credit of $13.55 for a carried over balance which was not detailed on the bill. The customer has disconnected his TV service on 6/**/13. [redacted] explained to him how he can return the equipment.

Verizon apologizes for the inconvenience and frustration this matter has caused.

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 spoke with [redacted] from Verizon's Customer Service Center about the billing dispute on my verizon account. She explained the charges and went over my account history in great detail. The amount owed on the account is correct. However, [redacted] did explain that although verizon charges their customers a month in advance, the customers are not obligated to pay in advance. This is where the dispute continues. I was charged for the month of April to June; two months, several days. Verizon states that I disconnected TV serive on 6/**/13 which is false. I disconnected the TV portion of my service on 6/*/13 and switch to another cable prodiver. Therefore, I should not have been charged for the last month, and I would like those charges removed.

[redacted] from Verizon’s Customer Service Center advises she called [redacted] to

discuss the billing on the account. She explained the charges in full and went

over bills from 6/*/12 to the present.

The billing on the account is correct.

She did issue a credit of $13.55 for a carried over balance which was

not detailed on the bill. The customer

has disconnected his TV service on 6/**/13.

[redacted] explained to him how he can return the equipment.

Review: Sold our house and contacted Verizon to disconnect and discontinue triple play service(phone, cable, internet). VZ send boxes to ship all equipment back to them. This was done in June 2014.

Paid final statement. Started receiving bills for a different account number in July. By August spent 10+ hours on the phone with Cust Service and thought we had reconciled the issues. Still receiving credits and bills on this account throught November when we were told to pay $39 so they could refund $44 to settle the actual amount. VZ had sent me to two credit agencies for an account which was closed. Received a final zero balance statement. This took over 20 hours of time on the phone with customer service/ billing/finance. In December received a bill for the account which should have been closed for $44. Another 3 hours on the phone and they cannot figure it out.Desired Settlement: Final statement, again, that cancels this account from my name and balance to zero. A free credit report for the nuisance and the credit collections activity they initiated. Compensation for so many hours on the phone for a problem they caused and couldn't solve. Some clarification of how/why they cannot respond with accuracy and followup.

Business

Response:

On December **, 2014, the customer spoke to a Verizon representative concerning being billed $44.58. The representative explained to the customer that a refund in the amount of $44.58 was owed to the customer. A refund check for this amount was mailed on November *, 2014 and cashed on December *, 2014. A second refund for the same amount was electronically deposited into the customer’s bank account on December *, 2014. The second payment was made in error and a refund for the payment was being requested. The customer called again on January *, 2015 and spoke to another Verizon representative who issued a credit on the account thus making the balance $0.00. I spoke to the customer on January *, 2015 and confirmed the above. He was satisfied.

Review: Verizion put my computer in one bedroom, printer in another bedroom,Main phone in kitchen. [redacted] had them all in one room. I sign acontract with Verizion. They need to let me brake it with this not right.Now I had to use the printer today and it did not work. So my [redacted] year old husband carried it to the kitchen. But when we removed the main lineto the phone it didn't work or my phone so we plug the phone back inand my phone work but my printer didn't These were important paper that had to me sent out I had to pay out ofpocket $68.00 dollars because verizion didn't have the main phone, printercomputer in same room if they did I could of used the plug in the KITCHENto send these papers out VERY,VERY UPSETDesired Settlement: I WOULD LIKE THEM TO BRAKE MY CONTRACT AND GIVE ME MY MONEY BACK$68.00

Business

Response:

Good morning, Credit for the issue with the customer's equipment being in different rooms was given to the customer back on 12/*/2014 in the amount of $60. No further credit is warranted for the same issue. We will not remove the customer from 2 year term that was started on 8/**/2014. Customer has received $35 off her bill each month for being on a 2 year term. That is a total of $210 that the customer would not have received if they were not in a 2 year contract.

Review: In September 2014 I signed up for Verizon Fios through my local Verizon dealer. At the time I signed the contract I asked what would happen if I moved to an area that didn't have Fios. Would I be charged the cancellation fee. I was assured that if the area I was moving to didn't have Fios that I would not be responsible for the disconnect fee. In December I was told by my landlord that the property I was renting was being put up for sale and I would have to vacate the property by the end of the year. I went into the local office and they assured me that I should not have to pay the disconnect fee. But they gave me the [redacted] number that I needed to call to disconnect. When I called that number I talked to 2 differenct people and neither of them would agree to disconnect service. They said that since I had moved to an area that offered phone service that I had to keep the phone service and if I refused then I would have to pay the disconnect fee of $200. At the original property that I signed up for services, I had never activated a phone to start with so I had never had a landline anyway. Why would I want a landline at my new residence when I never had one to start with? I am in the process of buying property to build and I am concerned that this is going to show on my credit report and I have not used any service since the third week of December. How can a copy make me pay for something that is not available to me? I work with someone who also had this issue when her daughter moved home from [redacted] to [redacted]. They had subscribed to Verizon Fios in [redacted] and moved back to [redacted]. Her and her husband moved in with her parents and they already subscribed to Verizon Fios. Verizon insisted that they pay the disconnect fee even though they still had the service. It took several phone calls and emails before they got this rectify. They did not end up paying the disconnect fee. I hope you can help with this situation.Desired Settlement: I want my account cleared as of the end of December. Righ now they are saying I owe $90 for January and $90 for February so a total of $180.I had notified Verizon local store before the end of December and I feel that I should not have to pay for a service I can no longer receive.

Business

Response:

Please be advised Verizon has reviewed the consumers account. It has been explained that the Early Termination Fee (ETF) billed is valid. The consumer subscribed to a bundled package in October 2014 under a 2 year contract. Verizon has no records to support the consumers claims of being advised that the Early Termination Fee would be waived. At the consumers request an order was placed 2/*/15 to permanently disconnect services. Verizon has back dated the disconnect order to 12/**/14 however the ETF has been sustained.

Review: This may not fit perfectly under the category above, but I felt it was the best choice.

I was to be staying at another residence for a period of three months (October**, 2014 - January*, 2015). This residence was in a different town, but the same county and state. I contacted Verizon to inquire if I could have my telephone and Internet (DSL) transferred to the new address, and then switched back to my permanent address after the three month period. I was told that I could, so I went ahead and made the switch. As I was preparing to return to my home in January 2015, I contacted Verizon to arrange to have my services restored, and was told that the Internet was no longer available to me as: " the central offices are full to capacity with DSL services at [my] new address.”

I explained that when I changed the service originally, it was with the understanding that I'd be switching it back after three months, but that made no difference to the representative. Finally I said that since my telephone line was only used for the DSL, that they might as well cancel that as well, which they did.

I'd opted to switch my service to the other address as I didn't want to pay for service I wouldn't be using at my original address, if I didn't have to. However, had I been aware that doing so could jeopardize my future Internet access; I would

not have changed the service.

I contacted Verizon again, the following day, with the hopes that perhaps I’d get a more favorable resolution from a different representative. That person said that she would talk to a supervisor, and get back with me one or two days, but she never did. Next I wrote a letter, but before mailing it I contacted Verizon again to verify that the address I had was the proper one for which to send the letter. The representative explained that her response would be dependent on the nature of my complaint; so I explained the situation to her. I was informed that I did have the correct address; however, I was also told that I should have been given the option of having my name added to a notification list so that I would be informed when a DSL port became available. Had I been informed of that earlier, I probably would have accepted that option rather than canceling my account as I did.

I realize this is getting long, but in conclusion I'd like to add the following points/comments.

This isn’t a situation where I made a decision that I later regretted because I hadn’t considered the possible consequences. I contacted Verizon and inquired if I could temporarily switch my service, and only did so after being given the impression it wouldn’t be a problem.

I realize it may have been an honest mistake, or that the representative simply wasn’t aware of the possibility herself. However, she was still a representative of Verizon and I feel that should have some bearing in regards to this situation.

The initial arrangements, as well as the three follow-up contacts all took place via the chat service that Verizon offers on their website. I have, and can provide to you, copies of all off the chat sessions that I’ve taken part of in regards to this situation.

I sent the letter that I wrote to Verizon two weeks ago, but thus far there has been no response.

I thank you for taking the time to read what I’ve written.Desired Settlement: Where I live my options for Internet access are limited, and Verizon DSL was an affordable option that I was satisfied with. Therefore I would like the option of restoring the service I had.

Something else I'd like to add is that I've been with version for decades, although in regards to Internet it has only been the past few years. When I originally added DSL to my account I was offered a special price that I was told would remain the same and never increase. I have to wonder if that might be part of the reason why the company has made no attempt, what so ever, to keep me as a customer. It's also been suggested to me that due to the companies focus on FiOS, they have little incentive to invest in the older technologies. However, in my case, FiOS isn't even available.

Business

Response:

Several attempts were made to reach the customer without successand a call me letter was mailed. OurEngineering Department advised it has been determined due to bandwidthcongestion and based on capacity issues that [redacted]'s Central Office isclosed to new orders for DSL service. This is to protect the service and experience for all of the existingcustomers in this central office. We donot have an estimated timeframe for re-opening at this time.

Review: Years ago my Verizon Residential speed was changed from 8MB to 5MB. I had to work with someone in the corporate office to get this matter fixed. However, it took an email that I sent to everyone on the board to get someone that finally helped to get my speed statically set to 8MB. Well at some point I had part of my plan updated and it set my speed back to 5MB, and no one will get if fixed for me. This is very frustrating because I know that they can see within my files that I've been through this once before, and not put me through this again. I've been a Verizon customer for years, and if my line withstood 8MB all that time then it will now.Desired Settlement: I would like for my speed to be statically set back to 8MB, and for a not to be placed in my records so that I will not have to go through this again. I know that it shows my plan is for 5MB, but I had 8MB, and was promised that by someone at corporate. I should have a record somewhere with the Revdex.com of this issue. I thought I went through Revdex.com, if not I might have just contacted corporate on my own behalf. If so I would like the Revdex.com help this time instead.

Business

Response:

A representative from our Testing team contacted the customer and advised that he is unable toget the speed he is requesting due to his distance from the Central Office. The representative manually changed the customer’s speed up to 7 or 10 Mb/s and the customer can try it out and we'll see how that actually works for him. The representative strongly advised against doing this though as its most likely going to lead to slower speeds and instability problems. The customer said he'd still like to try it. The representative will follow up and test it out with the customer on Tuesday 3/*. Network testing indicates the fastest the customer could possibly get is a little over 6 Mb/s.

Review: We moved from [redacted] on Dec *, 2014. I took the Verizon equipment to the [redacted] store [redacted] on Dec * for shipment back to Verizon (tracking number [redacted]). This shipment was received at Verizon on Dec *, 2014. Our charges related to service was paid and there was a zero balance. On Jan **, 2015 I received a bill for 507.90 for unreturned equipment. I called Verizon, talked to [redacted]. She checked the tracking number, indicated the equipment had been received and my balance was zero. Today, March *, I received another bill from Verizon for $507.90. I called again, talked to [redacted] who accidently? hung up, then called back and talked to [redacted] who transferred to [redacted]. She verified the equipment had been returned to the warehouse and indicated (again) my balance was zero.

I very much resent the bullying attitude of Verizon and their insistence that I have a bill 3 months past due; and I an sure I am not alone in feeling this way.Desired Settlement: Simply to acknowledge that their customer service department needs help. I will never do business with Verizon again.

Business

Response:

[redacted]

Thank you for referring the complaint of [redacted] toour office for review. We appreciate this matter being brought to ourattention. Our investigation concludes; account [redacted] wasdisconnected on 12/*/14with order [redacted]. The account was billed forunreturned equipment in the amount of $507.90reflecting on the January closing statement. Verizon shows a routerreturned on 12/*/14. [redacted] states both the STBand router were returned in the same box. As a resolution, on3/**/15 an adjustment was issued in the amount of$507.90 to zero out the account. Verizon has verified with Financial Services and the account was not credit reported. Verizon representative spokewith [redacted] to discuss this resolution. [redacted] expressed his satisfaction. Verizon apologies for the inconvenience this has caused. Wetrust that this information will assist you in closing this complaint. Sincerely, [redacted]Verizon SW Executive Relations###-###-#### EXT [redacted]

Review: I have been a customer with Verizon for more than 6 years. Last month, I received my monthly invoice. While I was reading, I saw extra charges for $99.99!! I looked closely and I saw "charges for boxing match"!!I knew that I did not watch the game. I asked my wife who never watched a boxing match. She did not watch it. I asked my kids if by accident they ordered the match. They dais NO!So, I called Verizon, and I spoke with the customer service. She kept telling me that someone watched the whole match. I told her that I was in the process of moving to another place and I did not want to have this incident as an experience to end my lengthy relationship with Verizon. I was planning to move the service with me. She insisted that I should pay the $99.99. I moved, and for the first time I turned to [redacted]!Desired Settlement: Respect my humanity.Why should I pay for a service that I did not have?

Business

Response:

Please be advised, Verizon records reflect the consumer was billed $99.99 for a Pay Per View (PPV) program purchasedon 5/*/15 via the consumers remote. Upon receipt of the complaint filed, has spoken with the consumer regarding thedisputed charge and has offered to apply a %50 adjustment. The consumer has accepted the adjustment. Total amount adjusted was $49.99 plus tax ($3.29)

Review: Apparently two returned payments causes Usage verification to restrict your account, a month later after another payment was made that had no issues? and a week after payment arrangements had been made with financial services for rest of balance? When you call usage verification they tell you that no one can over ride their restrictions, they ask for the entire amount. Sorry folks didn't mean to get laid off, trying to work with you and you go ahead and restrict us without even letting us know except by an email 20 mins before the service is restricted? Little bit hard to send faxes on my job hunt when I CAN NOT make outgoing calls!!! I had two returned payments one in April and one in May due to losing my job. I made a payment the end of May and cleared with no problem. I then called and was put on a payment arrangement through financial services for balance. This worked for me as I am trying to get bills back in order. This arrangement was made last week on June [redacted] When I noticed that the payment I was scheduling for June [redacted] came out that day on June [redacted] I called and asked them to reverse that payment as it wasn't due yet and when I switched from checking to debit it changed the date and I didn't notice. So agent did put in request for reversing payment and setup new arrangement including the backed out payment. Usage verification only today June [redacted] put a restriction on the account almost a week after arrangements were made. This is the most ridiculous thing I have ever dealt with. People sometimes have returned payments on other bills that has nothing to do with fraud. That is just a fancy word you want to throw in there to make is seem legitimate for what you are doing. However, I still get billed for VOD and Phone service even though I can't use it? Besides the fact that the Usage verification reps know they can't be overridden and are rude and act better than you when talking with you. I can't even use the fax now to send out resumes!!

Product_Or_Service: Verizon Fios Triple

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

I would like the restriction removed since it was placed after you received good payments and after payment arrangements were made. What is the purpose of making payment arrangements to protect your account if they don't really protect your account. The financial services rep said if I keep my payment arrangements it would prevent service interruptions. Apparently he lied?

Business

Response:

Verizon's records show this concern was received from the MD PSC on 6/**/15. According to our records, a [redacted] in the Usage Verification Center (UVC) discussed Verizon’s requirements for removing the restriction. [redacted] was advised that once the account balance is completely current in cash, she may contact the UVC to remove the block. The representative also advised that should [redacted] use a different form of payment, there will be a 10 day hold to allow the funds to clear the bank. Verizon’s records reflect an ongoing history of returned checks.

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]

There were two returned checks. The last payment was made in error a week early and I called and they offered to reverse the payment so I could pay on the day it was due. The problem isn't the checks. I was in a payment agreement and made a payment and because that last payment was reversed at your suggestion your restricted the account.

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

Sincerely,

Business

Response:

Verizon's response remains unchanged. A [redacted] in the Usage Verification Center (UVC) discussed Verizon’s requirements for removing the restriction. [redacted] was advised that once the account balance is completely current in cash, she may contact the UVC to remove the block. The representative also advised that should [redacted] use a different form of payment, there will be a 10 day hold to allow the funds to clear the bank. Verizon’s records reflect an ongoing history of returned checks.

Review: I have terminated a Verizon services back in March 2015. I am still waiting to get a refund check for the service credit on my account. After talking to verizon several times in the past two months, I always got the same reply that my refund is processing and I should get it in 7-10 business day.Desired Settlement: Please send me the check .

Business

Response:

Good afternoon,We processed the refund check on 6/** and will have it delivered to the address provided by the claimant within the next 7-10 business days.

Review: There was a verizon sale person at our lcoal [redacted] market who was selling packgaes for internet and cable with no contract. I specifically asked if there was a contract because our house is in foreclosure and we new we may have to move, teh apartments we moevfd into verizon was not servicing area. Verizon telle me there was a contract and I did an electroniclaly signed but verizon refuses to give me a copy of whatever they say I signed. ** law is I am required to have a copy of whatever I signed. The installer did everythig I did not do anything. I dont appreciate being taken advantage of expecially being a senior. Now I am getting threatening phone calls about 265.94 to pay now or else. I have spent hours on the phone with customoer service nothing is getting resolved. Custoemor service and supervisors are very rude at verizon, ned proper cutsomer service skills, listen to tape callsDesired Settlement: I am not responsible for any balance that a sales person lied to a senior and took advantage and then states electronically signed something and there is no proof of that. Was this sigend under distress, because I dont know what is going on I knkow what the sales person told me NO CONTRACT.

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Our investigations are showing where customer had placed an order on July *, 2014 for a Triple Play Bundle in the amount of $49.99 with a 2 yr contract. This includes Phone, TV & Internet. May 2015, [redacted] called Verizon to have TV & Internet disconnected; which generated an early termination fee. July **, 2015 Verizon spoke with [redacted] acknowledging her concerns. When speaking with [redacted], her only concerns were regarding unreturned equipment charges applied to her billing statement in the amount of $799.00; which has been credited. As a courtesy, we issued a credit for the early termination fee in the amount of $160.00. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. Respectfully, Kevin Verizon SW Executive Relations

Review: A Verizon Agent by the name of Mr. G[redacted] came to my house while doing door to door sales back in June of 2014. This agent wanted me to switch services to Verizon, of which I did when I was promised a more affordable package then I had at the time. Mr G[redacted] gave me a break down of the services and price being offered on behalf of Verizon, in writing aside from verbally. After service was installed and I received my first bill the price did not reflect the offer. I then contacted the verizon office and was at some point transferred to the elite services department where I was connected with a supervisor by the name of Mrs R[redacted]. After receiving all the documents I had, via fax, Mrs R[redacted] along with other supervisors and agents decided to honor what I had in writing and adjust my bill by $30. The problem stems from this adjustment I received an email stating the discount would be in effect for 12 month and that after the 12 months they would follow up and extend the same discount for an additional 12 month because they system would not allow them to apply it for 24 months. The first discount of 12 months has expired and I contacted Verizon in regards to the email and the extension and they are not keeping their word by extending it for an additional 12 months.

today July **,2015 I spoke to a supervisor by the name of Mr. M[redacted] who told me he could only give me a $10 discount not the original $30 promised. I offered to fax him a copy of the letter from Verizon stating they would extend the discount after 12 months for another 12 months in order to keep my bill at an affordable rate for me and he was not interested. when I asked him how we could resolve this so that I could still afford my bill the only suggestion he made was the one for the $10. that is a difference of $240. in their favor over the balance of my contract. Raising my bill by that amount will be causing my family a hardship as we are already struggling on a day to day basis. I then suggested since Verizon is in violation of our two year contract that we cancel my service and Mr M[redacted] informed me I would be charged an early termination fee.

Back in April of 2015 Verizon raised the price on the rental of the cable boxes and I returned a box to them for the same reason. It was not affordable and I was trying to keep my monthly bill at the budgeted price.Desired Settlement: The only reasonable outcome is for Verizon to keep their word on pricing and apply the $30. discount until the end of my contract.

If they choose not to honor the contract I should not be charged an early termination fee.

Business

Response:

Verizon contacted the customer who provided a copy of theagreement that her bill would be manually credit adjusted by $30.00 per monthfor the next 12 months. Verizon is unable to place an automatic credit in thesystem so a monthly follow up has been made by the business office to issue a $30.00per month credit.

Review: I have been a regular customer of Verizon for about 8 years at the present location, and they have been providing Us ( my family and I) of service, including telephone, Television and internet access.

Around March 2014 we started having issues with our internet connection, randomly dropping, at first we thought it may be the computer so we acquired some extra equipment, then we realized it was the service connection which started getting worse by summer 2014, we called Verizon but they stated there was no issues. We got our minor daughter a laptop for school work and our internet service started crashing, when called Verizon once again , they told us we needed a new router which they said we should've gotten an updated one because the one they originally provided was obsolete, They affirmed once we received the new router we would not have anymore problems.

When we received our new router we did not identify any improvement. and the service dropping continued even more as we were approaching colder months. We contacted Verizon once again and the ran some remote tests ensuring once again there was no issues with the connection in my home, nor there was any issues with the computer, but they affirm there was some issues with the outside connection. Along those incident we kept getting "bombed" with advertising about Fios service being available oat our location, we got letters, suggestions on our billing statements, ECT,

By winter we could not even use the computer, the laptops or even watch TV because the connection would constantly drop, my daughter would get extremely frustrated as she was unable to finish her school homework losing information and having to start all over again.

Out of so much frustration we decide to call Verizon to finally get something done or cancel the service, we even contacted other providers.

Verizon sent a technician and this technician found out that connection problem outside my home and that the lines may have been damaged somewhere between my neighborhood and the central grid, which was confirmed by an online tech who access my computer remotely, All along it was their service.

My husband and I decided to change carriers and go with a cable company, this is when Verizon came around offering us a "better alternative" as we they were not able to improve their service via their lines, They offered us FIOS product, telling us it was available in our home, finally ( we asked for that service a few years before but for the longest time it was not available in our are) .

They offered us the package service and to change it from regular internet connection which they originally provided us to a FIOS connection and everything was done thru telephone conversation and we ended up accepting "their offer" rather than going with another carrier. In other words THEY switched us from one service to another.

the technician came and installed the equipment which I must say was working really well, we paid the installation fees for the new equipment plus other charges, including a higher monthly rate and we never had any more problems with internet connection , TV or phone lines.

All was ok until this past week, my husband and I decide to move, as it is more convenient for my minor daughter the change of location. We got us an apartment, but unfortunately, the buildings in the whole complex, are not set to have modifications and cable wiring is already set as part of the structure , when we consulted to the complex management they told Us they do not allow FIOS, which did not make us happy because after all, we were happy with it.

We call Verizon and informed of the situation and that we have no other choice but to stop the service as we are not going to be able to transfer it to our new home, and here is when all the reason for this complain starts, They have told us that we cannot breach the "contract" and if we do for whatever reason we must pay $ 10 dollars for each month remaining in a 2 year contract that apparently we incurred in ( which means that rather than switched services they started contract on Us!!!! without us being really aware of it) and now they are trying to penalized us financially for a total of around $ 180 or $ 190. I tried to make sense of this situation and ask to speak to a supervisor, the next day A lady by the name of Mrs. R[redacted] called my husband as per my request, as my husband proceed to explain she told him that regardless of what the situation is, even if they can not provide service in the area, we are breaching a contract and we must pay the fine. My husband argued that such was not specified to us and in fact we were not even aware we were being issue a " new contract" for 2 years, as far as we knew it was as per their offer because they was not other way to improve the service. She also told him that we made a "phone" contract and it was valid as well and that the specifics were mentioned to us and that such "phone conversation" is a legal binding.

My husband requested to this lady a transcript of that conversation and she promised she would get it ( we are yet to receive it, which make us wonder how Verizon logs and archives such "contracts" as by law) My husband requested as well a pdf. written copy of the contract because we were never provided or given one and ,as per law, any company which offer services must provide to the other party, in this case the consumer, such document. The lady apparently was not aware of it and kept insisting to my husband that we made a " phone contract" and that she, even with a supervisory position, was NOT aware of any copy of terms of service, finally she agreed onto looking into it and sending us one, which I received via e-mail, it is a 45 pages document which only one very unclear paragraph which refers to the cancelation of services ( I can provide upon request ). We find it is unfair to get penalized because we are forced to cancel the service, we find it is unfair to be penalized based in a contract we were not even aware we were getting "shoved in', we find it is unfair to be penalized after being deceit to believe it was the better option and accept a service after so much insistence.Desired Settlement: We are expecting Verizon will discontinue the service without penalizing us and the only responsibility we have is to paid for the services rendered until the specified day of termination of service which is August [redacted]. 2015

We are expecting Verizon will not pursue any legal action and I will not be reported to any bureau of credit.

We are expecting Verizon will stop its deceiving tactics and be more clear and honest to their customers, particularly those who have been regular customers for a long while.

We are expecting to receive fair treatment and not retaliatory measures.

Business

Response:

Please be advised Verizon spoke to customer [redacted] and explained in detail Terms of Service of moving to an area where FIOS is not available. She offered phone and internet services at the new location to avoid the early termination fee, but he refused since complex he is moving to includes phone, internet and TV within the monthly rental charge with another provider. The records show the Terms of service were sent in written by a supervisor on 08/**/2015 and they were advised at that time of the fee. We issued the order to disconnect service on 08/**/15 as requested by customer and advised the early termination fee is $170. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted]Sr. AnalystVerizon Executive Relations

Review: Where do I even start...We moved into our new home 3/*/2015. We had Verizon Fios in our old home and wanted to transfer service into our new home. This sounds simple, it was anything BUT! We move into our new home and see that we still do not have Verizon services. I called Verizon and requested for them to turn it on and instead they turn the services back on in our old home! We went 5 days without cable in our new home! In the mean time, Verizon sends us a box of new equipment which alarms us because we were told by Verizon that we would be using our same equipment from our old home. They finally sent out a technician. Who by the way came out on a rainy day and tracked mud all on my floors in my brand new house. He didn't take his shoes off, he didn't cover his shoes with protective socks, nothing. I was in shock and I complained to his supervisor! He apologized and put the new equipment in and told us to mail back the old equipment. I personally took it to the [redacted] to be mailed back 3/**/15. Well April and May I was wrongly billed with two different bills with two different accounts! They were still billing us for our old address on top of our new address. I again called and complained and they promised to close out the old account. However that was NOT taken care of because in June we received a bill from Verizon's collection agency!!! They said we owed for the account at our old address! I was in disbelieve that a company can do this to people! To make matters worse in July we received a billed over $2,000 for our current address!!! Again, I had to take time from work and my family to call Verizon and try to get this all resolved. I was promised a credit on my account for everything that I've been through and that the equipment would be removed. However, I received a new bill for August and I am still being charged for the equipment. After calling Verizon again and speaking to Blanche a supervisor from Missori. I feel hopeless. We've been loyal Verizon customers and it has only gotten us lied to over and over again. I feel like Verizon are corporate thieves! They sit back and collect their billions while screwing people over.Desired Settlement: I need a billing adjustment, a store credit, and an apology!!!

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. Records show on statement date 05/**/15 [redacted] was billed for unreturned equipment as follows HD DVR $550, HD Set Top box (qty. 2) $700 and $99.99 modem router combo. An information technology ticket was opened and credits totaling $913.81 ($805.57 and $108.24) were applied to the unreturned equipment and reflect on statement date 07/15/15. Records shows on 08/03/15 credits totaling $632.94 were applied for the unreturned equipment. This should reflect on statement date 08/15/15. In addition, a credit of $52.06 was applied for [redacted] inconvenience. A Verizon representative attempted unsuccessfully to reach [redacted]. A contact letter was sent on 08/**/15. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at [redacted] ext. [redacted]. Thank you, Amy B. Verizon Customer Advocacy

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:

[You still did not address us being wrongfully billed in the amount of $327.39 from our previous ([redacted] address and it being turned over to [redacted]. I've called them as well as Verizon about clearing this up and it is still not resolved. I just received another notice to pay this balance that I do not owe. Verizon made the mistake of opening up another account at this address after we closed it out and moved...they apologized and said they would close it out but later we got a bill so Verizon never did close it or fix it.]

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

Sincerely,

Dylisia Sims

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. Research located account number [redacted]which previously carried a balance of $327.39. Records show credits were applied to the account in July 2015 and August 2015 bringing the balance to zero. Additional research determined the account was recalled from collections and was not credit reported. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at [redacted] ext. [redacted]. Thank you, Amy B. Verizon Customer Advocacy

Review: when installing FIOS cable, my street lamp line was cut.

I have contacted the repair dept of verizon several times, only to be assured that the employee last involved in the matter did not send the"ticket" to the right place. Oh, but now the field foreman will call me within 24 hours! I'm still waiting.Desired Settlement: Installation of 100 ft of 14/2 UF wire plus connections

Business

Response:

Our representative spoke with the customer on August **, 2015 to advise we are in receipt of the complaint and the issue was referred to the appropriate department to review & investigate. I spoke with the foreman on September ** who referred the issue to our Contract Service Group. A foreman spoke with the customer on September **. The customer will provide an estimate that he has already received. The Contract Group will work directly with the customer's electrician and have him complete the repair. I spoke with the customer on September ** who confirmed he spoke with a foreman. He has my contact information if there are any concerns.

Review: I moved in to a new house in August 2015. Verizon Fios contacted me offering a service for $109.99 a month plus equipment, it will be mandatory that I sign a two year contract. They offered me the Extreme HD TV package, at the time I had no idea what it meant but that it will include preferred channels. They also told me that my price was going to me locked for 2 years, no extra, hidden charges. When service gets installed I realized that all preferred channels are not accessible. I contacted them and they told me that they have installed the the preferred package and not the extreme package but for the same price they were going to set up the extreme package as they have promised from the beginning. Now, in my bill they have all additional services and cancellation and addition from one package to another stating that I was the one asking for those changes. When I contacted them I was asking for the service I was promised and signed up for. I told them I want to cancel the service becuase one I can't afford ghosts charges that they invent to make the bill higher but don't want to give my money to a company I can't trust. I contacted them today and their explanation is "[redacted]". If from the beginning I have asked for preferred vs extreme I would understand and agree that I have asked for those changes but I didn't. I feel abused, taking advantage of. A company that with false pretend get people signed up for their services is totally unacceptable. Another thing is that they promised a $450 gift card at the time you sign up for the service, they don't tell you that you most keep payments on time or you loose the possibility of getting a gift card. Not that I want to encourage people to be late but at least they need to tell people a front, you will get a gift card with certain conditions. They lie and lie to people then if we decide to cancel service we have to pay them still for early cancellation.Desired Settlement: I. I want them to reimburse me for any extra charges that they have billed me for and I have paid for that had to do with their doing. Cancelation of one package and addition of the other. 2. I want them to unacknowledged that they have lied and not keep their word when promising a discounted service.

2. I want to cancel contract without penalty if possible.

Business

Response:

Please be advised a Verizon Billing Specialist spoke to [redacted] on October **, 2015 to review the account. [redacted] was disputing the pro-rated charges on the account because she was told the bill would only be the $109.99 for the increase in TV package and not told the next bill would contain prorated charges. As a good will gesture we issued a credit for the prorated amount and that will be deduced from the next statement because she has already paid the bill. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations