Verizon Communications

Review: Contract promised price wrong.

May ** 2014 promised triple play bundle for 2 years $79.95. Multiple contacts and they saying 2 year for $109.99. not fixing with chat proof on june 2014 that I was getting 2 years for $79.95. Conversation was recorded and the verbal exceptence of the contact I stated yes to 2 years for $79.95.Desired Settlement: Want what was promised or the contact is VOID and will go to another cable service.

Consumer

Response:

Verizon has fixed my Triple Play Bundle to the $79.99 on November *, 2014 with updated order #[redacted] Thank you for your help, hope this does not happen again in another 2 years.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I complained to Verizon over a month ago through the Revdex.com that two of my set top boxes were not working. I had them exchanged several times and was sent used boxes that were aesthetically not pleasing. They had burn marks, rings around the tops, etc. So, Verizon sent a technician to my home to install the new black boxes. One of the boxes that needed to be replaced was a multi-room dvd, and the other was a set-top box that works with the multi-room dvr. Now, what happened was the technician installed two multi-room DVR's which I didn't realize were installed nor do I need. As a result now my bill is extremely high, and my Multi Room DVR credit has been removed, and my Multi-Room DVR Package for 3 rooms was removed! I did not ask for nor do I need TWO mutli-room dvd's to record an excessive amount of tv....as it is---I only use about 5% of the capacity of 1 DVR. In addition, I have tried calling Verizon Billing to correct this problem, and I was on hold for over half an hour each time and when I finally got through....the customer service representative just hung up on me while I was explaining! How am I expected to fix this problem if the normal methods don't work! I'm extremely frustrated with the lack of service.Desired Settlement: I want my original plan back! I never asked for a upgrade of my DVR's. They were supposed to be replaced with the newer models and thats it. Instead of me getting refurbished garbage. No plan changes were made! I want the boxes corrected, I want my free multi room discount for life back of $19.99, and I want my 3 room Multi-Room DVR package of $35.97 returned! I also want the exorbitant charges for these boxes returned. Your technician put the wrong box in---I didn't ask for it. All that information should be available so you know what equipment we have. I did not ask for nor so I need another DVR. These were just supposed to be replacement boxes!

Business

Response:

Verizon dispatched a technician on 11/**/14 and replaced oneDVR with an HD STB. The customer stated she was satisfied.

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 box was changed out to the correct box, but the bill issues I filed about in my Revdex.com complaint still have not been resolved. I spoke to [redacted] from Verizon who told me they would arrange for the box to be changed but told me the billing could not be fixed until the box was changed so she would call me back once the correct box was in. That conversation took place on Tuesday 11/**. The box was changed 11/**. Since 11/** I have been waiting for the follow up call that was supposed to happen regarding the bill. The original complaint not only involved the box issue but it involved erroneous charges on my bill due to having the wrong box installed by the Verizon technician. Specifically, I spoke of my lifetime DVR multi-room credit being removed from my bill due to the wrong box being put in, my multi-room dvd package being removed from my bill due to the installation of the wrong box, and the extra charge for having an unwanted DVR has still not come off my last bill. Therefore, this matter has not been resolved. Only one part of the matter has been resolved. The billing has not been resolved. Nor have I received the follow-up call to fix the bill as I was told I would once the box was put in. I am still waiting.

[Your Answer Here]

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

Sincerely,

Business

Response:

Verizon dispatched a technician on 11/**/14 and replaced oneDVR with an HD STB. The customer had already been given a credit of $52.39 on11/*/14 when the DVR promotion was added back to the account. On 11/**/14,Verizon issued an additional credit of $11.34 which was the difference in thecharge of a HD STB versus a DVR. The customer’s daughter stated she 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,

Review: I am filing this complaint in regards to the billing and collection practices of Verizon co. I recently moved and they were suppose to transfer my existing services to my new address. It was a complete nightmare from the start. Long story short, I only had service with them for 1-2 days at my new address because of all the hassles that I experienced and now that want me to pay them $75.96 on an account that I was told would be taken care of with credits do to me because of the problems that I experienced. I will not give this poor customer service company a dime of this. In the short period of time that I had there service, I had to call their company up to 30 times on the telephone because of issues. They should have all of those on record. I wish that I did.Desired Settlement: I would like to see this bill be zeroed out. I do not feel that I own them any money. If anything, they should pay me for all of the hassles that I had to deal with for a week straight because of their poor services.

Business

Response:

The customer explained she had moved and then terminated services. The customer explained she had to make multiple calls and that she was told she would not have to pay for the service. The customer is disputing a final bill received for $75.96. Our investigation determined that our records showed we had informed customer that the charges for the old location would be adjusted in full when customer informed us that the services there should have been discontinued back in September. This service was under a different telephone number and the charges were adjusted. The final bill for $75.96 is for the new location where bundled services of phone and data were ordered. The services were provided on9/**/14. Our records show the order for the activation of the internet completed with a user name and password set up. The customer was billed a $19.99 activation fee for the internet service and $44.99 for modem/ router. We did not bill any monthly charges for the internet service. On 10/*/14 the services were terminated. Upon receipt of complaint we were able to confirm the modem/ router had been returned and account was credited for $48.59 for the equipment (credit includes taxes/surcharges)This left a balance owed of $27.37 which is the applicable $19.99 activation fee and monthly charges for the phone service providedbetween 9/**/14 and 10/*/14. Upon receipt of complaint we issued credit of $27.37 to the account bringing it to a zero balance. We were not able to reach the customer by phone after makingmultiple attempts. We appreciate the customer bringing these concerns to our attention.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Dear Revdex.com, Will you speak to Verizon for me Please? The past two (2) months Verizon is not processing my payment check until after the due date which is resulting in charging me late fees. January payment was sent 1/**/15 and not processed until the day after it was due 1/**/15. Late Fee:$5.39.February payment was sent 2/**/15 and not processed until 3/*/15. Late Fee $5.41. I have spoken with Verizon twice. In January they waved the $5.39 fee. In February I was told by customer service the only way to avoid the late fee was to give them my banking information and they will withdraw the payment from my bank directly. I cannot do that right now. Verizon customer service insists the Post Office is causing the delay...Give me a break. All the other checks I mail are getting processed by the other companies on time. Verizon was processing my checks on time up until two (2) months ago. Is this Verizon's way of telling me they cannot be bothered with customers that pay by check?[redacted]###-###-####This is a Land Line Phone and Verizon has an extra "*" in my first name on the account.Thank you very much.

Product_Or_Service: Land Line Phone Service

Account_Number: Verizon Account NumbDesired Settlement: DesiredSettlementID: Other (requires explanation)

Process my payment checks before the computer generates a late fee charge.

Business

Response:

Subsequent to receipt of the complaint, I contacted[redacted] and apologized for her concern. I advised her that two separate payments of $50.45 were received March *and March **, 2015, respectively. Iadvised [redacted] that I would be authorizing our billing office to issueanother courtesy credit for the late payment charge of $5.41 appearing on herFebruary **, 2015 billing statement. [redacted] would be responsible for any future late payment fees if payments arereceived after the due date posted on the bill.I also advised her that Verizon’s offering of directdebit would prevent late payments from occurring; however, the customer hasdeclined that option at this time. Ialso apprised [redacted] that Verizon has not changed their payment applicationpolicies. Verizon does not control whenpayments are received. Payments are electronicallyapplied as they are received. [redacted] also stated that there is only one “*” inher first name, [redacted]. Prior to today,March **, 2015, her billing information in Verizon records reflected her nameas having two “**.” An order was issuedtoday, March **, 2015, to correct that billing information to reflect her nameas “[redacted]” and should reflect as such beginning with her April **, 2015billing statement. Please be apprised that as of this writing, both thelate payment fee credit and an order were issued to correct [redacted]’s namein our billing records.I provided [redacted] with my name and callbackinformation and agreed to send her an email as well. She was satisfied. Tell us why here...

Business

Response:

Subsequent to receipt of the complaint, I contacted[redacted] and apologized for her concern. I advised her that two separate payments of $50.45 were received March *and March **, 2015, respectively. Iadvised [redacted] that I would be authorizing our billing office to issueanother courtesy credit for the late payment charge of $5.41 appearing on herFebruary **, 2015 billing statement. [redacted] would be responsible for any future late payment fees if payments arereceived after the due date posted on the bill.I also advised her that Verizon’s offering of directdebit would prevent late payments from occurring; however, the customer hasdeclined that option at this time. Ialso apprised [redacted] that Verizon has not changed their payment applicationpolicies. Verizon does not control whenpayments are received. Payments are electronicallyapplied as they are received. [redacted] also stated that there is only one “*” inher first name, [redacted]. Prior to today,March **, 2015, her billing information in Verizon records reflected her nameas having two “**.” An order was issuedtoday, March **, 2015, to correct that billing information to reflect her nameas “[redacted]” and should reflect as such beginning with her April **, 2015billing statement. Please be apprised that as of this writing, both thelate payment fee credit and an order were issued to correct [redacted]’s namein our billing records.I provided [redacted] with my name and callbackinformation and agreed to send her an email as well. She was satisfied. Tell us why here...

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,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I recently moved from [redacted] to [redacted]

I had Verizon Fios service in [redacted]. when I called verizon to move the service to [redacted], Verizon charged me 25% more for the same service even though that the new location in [redacted] already had FIOS service installed.

Additionally, when I received my first bill I saw a charge called "FiOS Internet Activation Fee" for $69.99 that was not disclosed to me when I placed the move order over the phoneDesired Settlement: Please remove the FiOS Internet Activation Fee and also please adjust my monthly charges that it should be the same amount as I used to pay

Business

Response:

Verizon contacted the customer and explained that the $69.99activation fee is valid and will not be credited. There was an increase of$5.00 for DATA and $10.00 for Voice and that's why his old bundle at $59.99 wasless at his old address and $74.99 at his new address. A monthly discount of $15.00for 12 months was added to the account. And a $15.00 credit was issued for thecurrent bill.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: When I first agreed to sign a contract with Verizon Fios back in September 2014 my family and I were looking for a new home so we knew we would be moving the service in the near future. I agreed to the 2 year contract under the pretense that nothing would change about my bill and no fees would be added once we moved, "as long as that residence was wired for FIOS services you won't have any other charges" is what our representative told us. That was the ONLY reason I even bothered switching from [redacted] at that point in time, since we already had an almost identical TV/Internet package for a few dollars cheaper even. Fast forward about 10 months, and I'm trying to move our service to our new home which is about 30 miles away. The representative sets up my service move and says everything will stay the same, and then I get an email showing me an activation fee??? So I call customer service and they tell me, yes an activation fee applies because they need to transfer over your service. I ask them what that involves and was provided with very little feedback but basically told "matching up your package with the new address". So a couple pushes of a button I ask? For $69.99???!!! This is gross over charging for a service and grounds for a class action lawsuit. Not to mention, that at the time of my account activation the activation fee was only $49.99 and within 10 months it's gone up to $69.99? Please note, this is NOT for an installation and I'm doing the in home setup myself and the previous home owners had FIOS as well. I ask that Verizon immediately refund my $69.99 and make good on their reputation if they would like to keep their customers. I would also recommend that they reduce these activation charges which warrant a class action lawsuit for gross over charging. Please advise.

Best,

[redacted]Desired Settlement: Refund of ridiculous $69.99 activation fee . Aside for not being told of this upfront when I specifically asked if a move would add any charges to my bill, as well as not being told about it when I setup the service transfer, the cost of "activating" service is highly exaggerated and Verizon is grossly overcharging it's customers.

Business

Response:

We do agree with the customer and advised him that we can't stop the billing but we will follow up on the first bill and credit the first installment of $23.33 and then stop the 2nd & 3rd installment billings. Case closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Stared service with Verizon on * July 2015 (FIOS for phone, TV, Internet). Service stopped due to technical issue on ** July 2015. Setup date for technical service on ** July 2015, took off from work to be home, no one showed. Called Verizon several times (about 12 times) to check technician status, technician never arrived during any times stated. Called Verizon back again at 2100 and rescheduled for * August 2015 at 0800, technician arrived at 1500. Technician reported that another Verizon technician had unplugged my connection from the main hub...took 10 minutes to fix. 2 days stuck waiting at home and half a day of loss wages. Called Verizon to get a credit, instead, they changed my 2-year service agreement that was established on * July 2015,raised my rate, and cancelled my $350 [redacted] Promotion Card. They also changed my account number, I never agreed to any of this, I received the update via email.Desired Settlement: Change my service agreement and account number back to the agreement I made with Verizon on * July, send the $350 prepaid Visa card as established with original purchase agreement, refund me $200 for partial loss wages, and loss of service. Reprimand billing representative that changed my account and terms of service without my approval. Reprimand the technician that unplugged my designated slot from the main service hub without authorization.

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. Verizon was able to speak with [redacted] acknowledging his concerns. After reviewing account, a repair ticket was created on July **, 2015. This ticket was assigned to a technician on July **, 2015 but was incomplete. This ticket was reviewed and assigned to a technician on August *, 2015 and repair was completed in the afternoon around 3pm. Regarding his service agreement, Verizon issued credit for the July *, 2015 billing statement for the Fully Loaded Entertainment package in the amount of $49.99 plus tax of $7.51, for a total credit of $57.50. Placed order to add FLEP (Fully Loaded Entertainment package) fee for 12 months going forward. Explained to customer, he will see prorated credit from August **, 2015 through September *, 2015. Customer expressed he is satisfied. Verizon apologies for the inconvenience this issue may have caused. We trust that this information will assist you in closing this complaint. Respectfully, KevinVerizon SW Executive Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am paying around $130 very month for Verizon Fios TV and internet. Recently I realized that my internet speed has been gone down tremendously during the night time (7pm-1am) and I can not stream nothing during this period of time. I have talked to Verizon tech support and they also admit this issue is an intermittent issue in my area. I had 75/75 internet speed and I upgraded it to 100/100 to see if there will be any improvement. Unfortunately, I am still getting slow internet speed during the night time. I even got the latest router from Verizon and that would't help neither. My internet speed is running normal during the day time. As Verizon advertised, the internet speed should get effected during the peak time because they are using fiber-optic network. Therefore, I am getting the service that I am paying for.Desired Settlement: Verizon Fios should provide temporary billing credit/adjustment until the issue can be fixed. Veriozn Fios should send out the technician to repair/fix the issue. I just spoke to a supervisor from their billing dept, she only offered me $5 price adjustment for this month and asked me to escalated the issue to tech support which I already did so many times. She further stated that she can not provide ongoing price adjustment which I think this is not right.

Business

Response:

Please close this case.Resolution:I spoke with customer and apologized that he is having troubles with his internet service. I offered customer $15.00 off for 12 mos. I advised customer that it may take up to 45 days to be applied to his acct. Jennifer W[redacted]Senior Analyst Verizon Executive Relations Team

Consumer

Response:

I accepted this respond because they told me there is nothing they can do now. They told me that they are migrating me to the new router in this area but not sure when this could be done. Therefore, they offered me $15 off from my bill for 12 months. But anyway I think they need to fix this issue ASAP.

Sincerely,

Review: My latest bill with statement date 2/**/14 shows a service added that I did not authorize. The company added 'Call Forwarding' without my knowledge or permission.The bill showsCurrent ActivityMonthly Charges2/** 3/** Call Forwarding 8.25and Change in Service2/* 2/** Call Forwarding (added) 3.85Change in Service Subtotal $3.85This makes the total for this bill $46.50, up from $32.18 last month.Desired Settlement: I would like the 'Call Forwarding' service removed and a refund of $8.25 + $3.85 + taxes.

Business

Response:

Per Verizon records Call Forwarding was removed on 3/*/14. Total credit given was $12.10.

Review: My internet connection is so slow that I cannot work on the computer. Additionally, since my phone-line is connected to the internet my phone does not work either.

Tp say that verizon is one of the worst companies I have ever had to dealt with would be an understatement. We have lost count of all the problems with have had with them over the years and the only reason we are forced to stay with them is because there is no other internet provider.

So again the internet is not working. We call verizon. They do all sort of tests on their side. Asks us to do a speed-test. They are unable to complete it as the internet is too slow. That was the reason we called so obviously we had already told them that. After hours on the phone we are told they will call us back. We ask for reference number, name, a phone number. They don't have any of that just inform us "trust me I will call you back". No one calls. The internet does not work.

We call again. The same process above is repeated. Several hours of time are just lost. They tell us they think it is an outage somewhere in the system. We are informed they will call us back within 4 hours. We tell them that is 1am our time. They will call then by 12am. We cancel our plans and stay at home waiting for a phone call that never comes.Desired Settlement: Verizon owes us an apology, a deduction on our bill for all the time we are not able to work on the internet and they need to fix it ones and for all.

Business

Response:

This complainant failed to provide the telephone number, theaccount number, and the complete address. Verizon was unable to locate theaccount without complete information and the customer failed to return allcalls requesting that information.

Review: I can't believe Verizon has the audacity to charge me for phone services I never have. They kept changing my appointment time's never showed up after exceeding 4 missed appointment calls. Then you had the nerve to bill me and in fact bill me incorrectly. Everything with this is pathetic. I was under a bundle with [redacted] for $29 but I see $67 in fees and for what? My phone never worked an I was never able to dial out. Just fix the bill and go away please.Desired Settlement: Don't contact me. just fix my statement send me a 0 balance like I have in my email and go away.

Business

Response:

A credit of $67.59 was issued leaving a zero balance. The account is already closed.

Review: I had the following services from Verizon FIOS - FIOS TV + INTERNETI moved and needed my services moved to the new location. I want and need the same services. They do not provide the same services I need. They wanted to set me up with internet, [redacted] and phone. I don't need phone and I don't like [redacted]. I wanted FIOS TV. They said I needed phone to get my internet connected. They cannot provide the same services I had at my previous home. Therefore, I had to cancel the services. In turn, they charged me an early disconnection fee. Why is it early disconnection if I was moving and needed my services moved but you don't provide the services I need?Desired Settlement: I want the early disconnection fee of $290 waived from my final bill.

Business

Response:

A Verizon billing escalation representative spoke with [redacted] on 4/**/15. The representative explained that the 2 year contract [redacted] was in afforded him $30 in monthly discounts. When he moved if he had at least taken Verizon phone service at the new location he would not have been billed an early termination fee. Since he did not elect to take Verizon phone service at the new location, the early termination fee can not be waived.

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]

Why should I take a service I don't need?? I have cell phones I don't need telephone service! If I needed telephone service I would have had it at my old location!

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

Sincerely,

Business

Response:

A customer has FiOS services under a contract at location A and moves to location B. If FiOS services are not available at location B, the customer is billed an early termination fee if the move occurs prior to the expiration of the contract. As previously stated, the early termination fee would be waived if the customer had any Verizon landline service connected at location B.

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 think that is a very unfair business practice to charge a late fee because I moved and you couldn't provide the service I needed. They were offering me phone service which I don't need in order to have internet connection. You simply don't have services at my new location and wanted to provide me whatever, which isn't fair. You should be fair and wave that early disconnection fee as I didn't want to disconnect. You made me disconnect.

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

Sincerely,

Review: My FIOS TV service has not worked since the morning of 05/**/15. I called the evening of 05/**/15 and went through troubleshooting steps with a rep. He dispatched a repair service for 05/**/15 and said the window for repair would be the entire day. I missed a technician's call at 9:30 AM on 05/**/15 so they closed my request. I called Verizon back 45 minutes after the technician's call and they tried to tell me I'd have to wait until 05/**/15 for repair. I argued that and finally got him to confirm a technician would come out later the same day on 05/**/15.

I finally got a text stating the technician would arrive between 5 PM - 6 PM on 05/**/15. No one showed up. I called Verizon at 7 PM and was told to keep waiting because sometimes they run late. He said he could not reach the [redacted] dispatch center to help confirm what time someone would show up. No one ever showed up. It is 9:20 PM now.

I do not appreciate being stood up and wasting my whole day for failed Verizon services. I also do not appreciate interruptions to my scheduled recordings as a result of this failed service.Desired Settlement: I expect the following from Verizon:

* Immediate repair at a time convenient to my work schedule!

* Bill credit for all of the days in which I had no tv service.

* Extra courtesy bill credit as a result of them not showing up and failing to call me, which resulted in me wasting a full day waiting around for them.

This is not the first service issue I've had with Verizon. It seems I get no resolution unless I open a Revdex.com complain, which is ridiculous. I shouldn't have to spend so much of my personal time trying to get resolutions from Verizon.

Business

Response:

Our records do not reflect that a trouble ticket was initiated on May **, 2015. On May **, 2015 trouble ticket [redacted] was initiated regarding Set Top Box (STB) issues. On May **, 2015 a technician was dispatched and notated the trouble ticket “No Access”. The trouble ticket was closed out due to “No Access”. On May **, 2015 trouble ticket was [redacted] was initiated and a technician was dispatched.The technician replaced the Optical Network Terminal (ONT) and the service was restored. As a courtesy, on May **, 2015 credit in the amount of $28.78 ($25.00 plus tax) was issued to the account. The credit amount of $28.78 includes tax and may take 1-2 bill cycles to post to the account. 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 1/###-###-#### EXT [redacted]. Sincerely, [redacted]Executive Customer Relations

Review: I was offered service for verizon fios at lowest rate but service was installed w/ equipment I did not authorize at much higher rate on monthly bill

I spoke to Verizon fios rep in June * who offered me a Fios package at the rate of $54.99/month plus tax for fios service but when the technician came to my home to install the service, he added HDTV which was not part of my agreed package rate AND I did not authorize the installation of this equipment since and was not part of the lowest rate. This increased my monthly billing rate to over $110 a month and I believe the package that I signed up for was misrepresented to me.Desired Settlement: Remove my service and any charges related to the equipment higher than the agreement monthly rate at $54.99 plus tax.

Business

Response:

Verizon records have been reviewed and the bundle has already been corrected back to the correct rate of $54.99 and the June **, 2015 bill was given a credit of $10.00 to bring balance to $106.67. A call was made to [redacted] and a message was left detailing this information. Am email was also sent with direct contact information.

Review: When I renewed in Dec. I was lead to believe I was getting the package I had. I kept asking and asking why I owed so much and why I can't have the 79.00 package I had before and they keep saying you can't I was waiting for a answer for 3 months why I owe over 800 then when I said I'll leave the lady tells me if I do I will owe them over 200 they are charging me for something I don't want and keeping me by charging me if I leave UNFEAR.I want the package I had and the extra money they charged from Dec.Desired Settlement: REFUND paying me back and giving me my old package back

Business

Response:

Subsequent to receipt of the complaint, I forwarded [redacted]’sconcerns to our billing department for investigation. A Verizon billing representative spoke to [redacted] on June **, 2015 and reviewed her services. The representative explained that thecustomer renewed her bundle December *, 2014 with Extreme High Definition,25/25 data, FiOS Digital Voice for $114.99. However, the customer changed her bundle on February *, 2015 toPreferred High Definition, 75/75 data, FiOS Digital voice for $119.99. [redacted]’s old bundle was $89.99 but thisplan had expired as of December *, 2014. [redacted] was satisfied with the review and had no furtherquestions.

Review: Verizon Fios charged me $99.99 for a pay per view I did not order or watch. After being promised a credit they took it back and rejected it.

I received my bill for May on June [redacted] 2015. I saw a charge for a pay per view boxing match costing $99.99 I did not order or watch. I called immediately and spoke to [redacted]. I was on the phone with verizon for almost 2 hours being out in hold and transferred. I explained that I did not order or watch, that I am a female that lives alone and has no interest in sports. I was transferred to tech support while [redacted] stated on the phone. A very rude female rep informed me that I did in fact order this and watch it and they had record of it. I told her I did not and she basically called me a liar and said they would not credit. At this point I demanded a supervisor. I finally got a supervisor [redacted] on the phone who told me that there was records in their system saying I watched the pay per view. She then said that other movies that I said I had ordered and watched showed in their system as 0 hours and that due to that she was going to credit my account for $99.99. She also told me to put a lock on my remote so nothing could be ordered without a pin which I did and that was that. On June [redacted] I checked my account and there was no credit. I called and talked to a rep and she said that a credit had gone in but that the credit department rejected it and there was no manager I could speak with only a page to go to to email a complaint. I do not understand how a credit is promised to a customer and then rejected after the fact that is awful business practice.Desired Settlement: I have used Verizon services for years including phone and internet and have never had an issue. This is my first time with their cable and the customer service is awful. Their tech reps yell back and accuse customers of lying. They promise credits and then reject them. I would like the $99.99 credited to my account and not be rejected. I have no history of ordering or watching sporting events. I did not watch or orde the boxing event and it is not right if Verizon does not honor their cr

Business

Response:

Please be advised, Verizon spoke with the consumer on 6/**/15 regarding this matter. Records reflect the consumer contacted Verizon on 6/**/15 to dispute the charges billed for the pay per view charge of $99.99. As of 6/**/15 Verizon issued an adjustment of $111.57 and also discussed setting up parental control pin for pay per view programming to prevent unwanted charges in the future.

Review: I ordered Verizon Fios service on 12/ ** / 2014. I opted to not have my credit checked during the order process and was told I need to pay $125 deposit to do so that would be refunded in 1 year. Upon doing a routine check of my [redacted] credit file today, I found that my credit was indeed checked when I was told it would not be.

Product_Or_Service: Internet service

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

Refund my deposit of $125 immediately to my credit card.

Business

Response:

The Risk Assessment Center reviewed the order associated with the services installed and determined that there was no inquiry made concerning the customer’s credit when the order was placed. Attempts to contact the customer to discuss his concerns have not been successful.

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:

[Business is making a FALSE STATEMENT in their response. I am attaching a copy of a section of my credit report I obtained from [redacted] as part of my free annual disclosure which clearly shows that on 12/**/2014 Verizon performed a soft credit check and obtained my credit file. This was NOTt authorized as part of the FIOS service order process and is a violation of FCRA. ]

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

Sincerely,

Business

Response:

The previous response remains unchanged. That is Verizon's final disposition.

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:

[Verizon has not agreed to terms proposed. This case is UNRESOLVED]

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

Sincerely,

Review: I CALLED IN ON 7/** TO GET ASSISTANCE WITH MY WIRELESS CONNECTION AND THE LATENCY. I WAS BOUNCES AROUNG AND GIVEN A SERIES OF THIMGS THAT THIS COULD BE. AFTER BEING ON THE PHONE FOR ABOUT 21/2 HOURS MY ISSUE WAS STATED BY THE REP THAT MY ISSUE WAS RESOLVED. I ENDED THE CALL AND THE ISSUE WAS STILL OCCURING. SO I CALLED BACK YET AGAIN TO TRY AND GET THE ISSUE RESOLVED AFTER BEING VERY FRUSTRATED I ASKED FOR A TECH TO COME AND FIX THIS ISSUE, I WAS URGE NOT TO THAT AND THEY COULD FIXED THE ISSUE. THAT WAS A FAIL WHEN THE PROBLEM WAS WORSE THAN IT WAS WHEN I CALLED IN THE BEGINING. SO AGAIN I WAS ON THE PHONE FOR ANOTHER HOUR OR SO AND THE FINAL RESULT WAS ME HAVNG THEM ORDER ANOTHER ROUTER AND TRYING TO CHARGE ME FOR SOMETHING THAT WAS THIER FAULT. SO I HUNG THE PHONE UP WITH THE ISSUE STILL NOT RESOLVED ONLY TO HAVE TO CALL BACK BECAUSE THE ISSUE WAS WORSE THAN THE SECOND TIME I CALLED, I WAS TOLD THAT FOR 30 MINUTE SESSION THAT I HAD TO PAY 30$ SO I ASKED FOR A SUPERVISOR AND I WAS HUNG UP ON BECAUSE THE REP SAID THERE WAS NO ONE FOR ME TO TALK TO. ANOTHER CALL WAS MADE THIS SAME DAY WHICH IS NO 8/*. I WAS BINCED BACK AND FORTH TO ABOUT THREE REPS THAT THEN PLACED ME ON HOLD AGAIN AND ENDED THE CALL WITH NO CALL BACK TO THE NUMBER I PROVIDED THEM, MY COMPLAINT IS FOR THE SERVICE THAT WAS BEING PROVIDED WAS THE WORST THAT I HAVE EVER HAD AND WHILE A NEW ROUTER WAS ORDER THIS STILL DOES NOT RECOLVE THE ISSUE THAT I AM HAVING. I PAY MY BILL AND DONT OWE ANY BACK PAYMENTS AND YET THAT I HAVE BEEN LED THE WRONG WAY, GIVEN WRONG INFORMATION AND BEEN TREATED AS IF MY SERVICE AND MY FAMILY DOES NOT MATTER.. I ADVISED THEM THAT I WAS GOING TO THE MEDIA AND GETTING A LAWYER BECAUSE I HAVE NEVER BEEN THIS DISRESPECTED FOR A SERVICE THAT I AM PAYING FORDesired Settlement: I WANT A TECH AT MY HOUSE WHEN I AM HOME WITHOUT BEING TOLD THAT I DONT NEED THIS I ALSO NEED A CREDIT ON MY BILL FOR THE MONTH THAT I HAVE NOT BEEN ABLE TO USE BUT THEY EXPECT PAYMENT FOR.

Business

Response:

Please be advised, Verizon Online Tech Support spoke with the consumer on 8/*/15 regarding her internet issues. A new modem was shipped to the consumer. A technician was dispatched to the consumer’s home on 8/*/15 and repaired the F1 cable pair ensuring dial tone was okay to the consumer’s home. Verizon has applied credit to the consumers account according to the trouble history. The adjustment will appear on the following months statement. Verizon apologizes for any inconvenience caused surrounding this matter.

Review: This is a delivery issue and customer service issue but I could only select one issue from above:

I was informed by a Verizon representative when I called from Switzerland on Monday, August [redacted], 2015, that they decided to not allow access to Verizon email from international locations. They never notified their customers of this fact so I was in Switzerland on business and needed access to my email which I could not get. I then had to sit on an international call for 20 min (which I was being charged by my carrier) to have them try to troubleshoot the issue which also did not work. The call ended with my being insulted by the customer service agent who thought she had dropped the call while I could hear her complain to the other agents at Verizon about my concerns.

Outside of not having access to email (which is a part of the service I buy from them) , I was also not able to access any of the content from FIOS (which is a part of the service I buy from them) because of this issue.

I would like to be reimbursed for a weeks worth of service while I was out of the country because Verizon did not bother to let their customers know that they have pulled the ability to access their services outside of the US.Desired Settlement: Notify their customers when they are making such a big change to their services that people rely on.

Business

Response:

We contacted the customer on 8/**/15 to apologize for theproblems encountered. The customer’s request for one week credit was honored. We appreciate the customer bringing this to our attention.

Review: On 8/2015, I signed up for the Fios "triple play" bundle of tv, internet, and phone. At that time, I signed up to have my original home phone number transferred. As of 10/**/15 and over 40, yes 40 calls, to Verizon, they still have fulfilled their contract and I do not have my home phone number. Despite numerous attempts, Verizon seems to be unable or unwilling to resolve this issue. In addition, Verizon employees continue to generate new "orders" to transfer my home phone and are charging me $33 each time they initiate a change request. I have never authorized these "changes". My monthly bill which was estimated to be $69.99 is now $188.89 a month. Bonne ###-###-####, a supervisor, said that she would allow me to terminate my service without incurring an early termination fee since Verizon has been unable to fulfill the order. However, after numerous attempts, Bonnie and other supervisors are refusing to return my calls.Desired Settlement: I want Verizon to reimburse me for the $188.89 worth of inaccurate charges and allow me to terminate my contract without an early termination fee since they did not fulfill the contract.

Business

Response:

The customer currently subscribes to the Fios Digital Voice (FDV) Triple Play bundle at $69.99 plus taxes, surcharges, equipment, optional and additional services. The itemized bundle is the following: $30.00 FDV, Fios Custom Tv $49.99 with a promotional discount of $20.00 to bring the rate to $29.99, $50.00 Fios Data 50/50 with a promotional discount of $40.00 to bring the rate to $10.00. In addition, the customer subscribes to a Non-Published Listing $4.75, Fios Quantum Gateway Router $9.99, (3) TV Equipment package at $27.99. The customer requested that telephone number, ###-###-#### be transferred from another provider to Verizon. We have investigated the status of this complaint and found that the customer was provided a temporary telephone number until the original telephone number could returned by the other provider. The customer’s telephone number ###-###-####, was restored on October **, 2015. Research determined that multiple orders were initiated in an effort to port in telephone number ###-###-####. Unfortunately these attempts were unsuccessful. On October **, 2015 order [redacted] was initiated to Win-back telephone number ###-###-#### from the previous provider to Verizon. This order cycled through to provisioning on October **, 2015. On October **, 2015 credits totaling $75.19 were issued. Please allow 1-2 bill cycles for credit to post. On October **, 2015 a billing representative from our office spoke with Ms. Welch and confirmed ###-###-#### was working. The representative issued an additional credit of $25.00 to the account. Please allow 1-2 bill cycles for credit to post. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience Ms. Welch may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at */###-###-#### EXT [redacted]. Sincerely, Stacey M. Executive Customer Relations