Verizon Communications

Review: I been verizon customer for more than 17 yrs , I have a bundle service of internet and land phone . today I have called Verizon to transfer the service to my new home , after 15 minutes with a representative he said verizon has no service in my new home address and he gonna transfer me to customer service to cancel my account. after 5-10 minutes waiting he said that his system was down and is gonna be better if I call the custumer service #.

Ok, I did call and talked to Lisa ID # [redacted] in between waiting and talking for 40 minutes , saying the same ( we no served in that address ) but she said they have verizon wireless in the area and can give me an extension to have land home . to what I said no, I need internet mostly. so she said they do not service fios in this area. when I ask her to cancel my account , she said it is ok ,but you have to pay $ 90 because I have a contract active for 9 more month. and Verizon policy said that. Then I spoke to her supervisor [redacted] and she said the same.

I think this is completely unfair , because it is not my fault if they can not give me fios services but ,yes phone service. I have a contract for a bundle service, so I want both services or ,if not cancel the account with no any charge on me.

###-###-####( verizon land line )Desired Settlement: Verizon should recognize they are wrong. and cancel my account without any charge.

If it is not verizon policy is kind of fraud.

Business

Response:

I called and spoke with [redacted], acknowledged the complaint and verified he spoke with a representative earlier today who agreed to waive the Early Termination Fee (ETF) as a courtesy. I explained that while the charge was valid because he was receiving a discounted rate for service based on the contract commitment the $90.00 ETF has been waived. [redacted] verified that he was in need of no further assistance.Joyce D[redacted]Verizon Executive Relations Sr. Analyst

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: My problem is my account was billed a $113.89 instead of $14.99 for Verizon World Plan of 300 minutes. I have the bill before me and I'm in the required permitted minutes usage.

At no point did this company indicated that to me that I have or soon will exceed those allotted minutes. Which is totally unacceptable and unfair to me as a consumer. I have reached out to the company several times and no one can provide me with a straight answer that makes sense. They keep transferring me to different departments that simple don't have an answer.Desired Settlement: I would like my credit card to be credited cause I have auto bill pay set up. This is my second month with Verizon and if they are not going credit my account I'm prepared to switch and cancel my services. This is extremely unreasonable and unfair.

Business

Response:

Verizon contacted the customer and explained how to check her

long distance plan usage to make sure she doesn’t exceed her allowance. A courtesy

credit of $98.90 was issued to the account because the customer incorrectly

thought that Verizon would automatically notify her when she exceeded her

allowance. The customer is satisfied.

Review: I signed a contract to pay $89 per month for my services. Verizon keeps charging me $120+ every month. I need to call them every month to fix this otherwise I am charged the wrong rate. I have been dealing with this issue for 3+ months now and am told this issue will be fixed every time when I call but nothing happens.Desired Settlement: I would like to get free service for 3 months because I have to deal with this issue for 3+ months. I would like to have this issue corrected once and for all.

Business

Response:

[redacted] from Verizon’s Customer Service Center called and left a message for [redacted] regarding the billing on his account. She left a message advising that she had the $20 promotional discount added back to his account for 24 months. The prior 3 months that the customer did not receive the discount has been credited back to his account. [redacted] left her callback number for the customer to call with any further issues or concerns.

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

Review: I am in a two-year verizon triple play contract since January 2013 for $79.99/month. In February 2014 I called Verizon to add the NBA channel. My bill increased by $15/month plus taxes. I also got additional channels like HBO. I was told I can cancel this addition any time and nothing else. Last Saturday, I cancelled the NBA channel and on Sunday morning, as expected, the NBA channel and HBO were no longer as expected. But, also gone are many more channels that I originally had in January 2013 through last Saturday such as the Showtime channels, the NFL channel, OWN, and some others. I have been emailing Verizon and someone named [redacted] was responding to me. The last email exchange when I finally got [redacted] to understand the above that I wasn't looking for anything I am not paying for; just a restoration of services before I added the NBA channel and I am told they will not do so. Please help.Desired Settlement: Restoration of the channels I originally had had I not ordered the NBA channel Such as Showtime, NFL, Own, etc. Thank you

Business

Response:

Verizon made multiple attempts to reach the customer who

failed to return all calls. A letter was mailed requesting a recall by 8/*/14

or the matter would be considered resolved and closed. There was no response from

the customer. Verizon cannot address this complaint without speaking to the

customer. They have been provided with a

[redacted] number to call to discuss the matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Still awaiting resolution from Verizon rep who finally returned my multiple voice mail messages, which the same rep admitted that does not ever get answered and she did not know what happened to my messages. Yet when I called same number two days ago to follow up, someone picked up the phone. This issue is not yet resolved so please keep complaint open. Thank you. Now the rep is saying she doesn't know how she can give me same channels unless Verizon charges me for them.

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

Sincerely,

Business

Response:

Verizon contacted the customer and re-bundled the account in

order to provide the requested channels. The customer has been advised that

when her contract expires in January 2015, she should contact the company to

determine pricing at that time. The customer has been provided with a [redacted]’s

name and number for any further questions or concerns.

Review: I did not know where this should go directly. so this was my only option. for the past 2 years I have been at a residence where verizon is the provider of the landline and internet, I have had nothing but problems. I call customer service and they refuse to help, with always telling me to do the same thing to fix the problem, as if it is on my end. I ask them to send someone out to fix this problem and they wont. recently the whole neighborhood has had trouble, I have also noticed verizon trucks everywhere, with workers doing nothing but sitting in them. our internet and phone service has been nothing but a disservice for 2 years. one time someone came to fix the lines, he said the wiring was a mess. he worked until dark and said he would return when we call verizon again. I have called several times since then and cannot get anyone here to finish. I once asked for a manager and was told by the manager to get service elsewhere. our service works when it wants to and has taken me 4 times as it is to try and get this form filled out. I usually dont think to write this when I am away from home and/or near a computer. all I want is for someone to come and make my service work. also I have taken multiple days off of work waiting for a repair to show up who never does. it is beyond acceptable. this is not the simple idea of just switch to a different company, this company should not operate this way. I have never had to contact Revdex.com before(except the other attempts about verizon). it is impossible to explain how difficult it is to deal with the service I am not provided with from verizon. they have, on record, how many times I have called, asking for help. and I never get help, sometimes a quick fix but its not right. it is aweful and hard to be dependable via internet or phone when the service works when it wants.Desired Settlement: I want my service to work. to function as it should. I know it is an outside issue with how the wires are attached to my house, one of verizons' employees told me. now I want them to fix it. I should not have to play to have someone service their mess. they ignore it and me, and have allowed this problem to get as bad as it is. I just want it fixed so that my service I pay for, works.

Business

Response:

This was closed and completed on 12/**/14. The sheath was repaired. The customer's internet service is working correctly now. Case closed.

Review: In July of 2014, I was having problems with my Verizon home telephone and FIOS services; I contacted Verizon Technical Support to request assistance due to someone trying to hack my personal computers and router for which tech support stated that I must purchase a hardware and software service package costing $250.00, but charged on my monthly bill $14.99 per month for a 2 year contract. The Customer Service Operator who sold me this plan was in disbelief that I should purchase the plan. I hesitated for a moment due to her reaction regarding the tech support plans details but confirmed the purchase anyway. Little that I know that the tech support representative would install and release a virus on my personal computer installing and releasing a virus that allowed the hacker(s) to hack into my Verizon router and personal computers stealing my personal and sensitive documents to include but not limited to bank account records, family genealogy records, family photos, credit accounts and letters, etc.

I have filed several complaints against Verizon Telecommunications & FIOS due to the violation of my privacy and allowing their technical support department to install and release a virus on my personal computers. Verizon has not acknowledge that this gross misconduct has occurred and has not offered any type of resolution to rectify the problem, only ensuring that I will NEVER use any of their services ever again. I first began my experience with Verizon when I was 15 years old opening my first telephone account under the old company name [redacted], changing to [redacted] and now Verizon Telecommunications. You would think that by my loyal patronage that Verizon would ensure the sanctity and security of my personal information and accounts. I also had cellular service with Verizon Wireless for which they changed my service plan without my knowledge and consent. I was grandfathered in for unlimited data when Verizon Wireless changed their service plan for unlimited data to charging for data usage. Now my Verizon Wireless bill is $900.00, due to this change without being notified that my data plan for unlimited data would change and that I will now be charged for data usage over 4 GB.

I have received several telephone bills from Verizon Telecommunications & FIOS services where someone has opened a telephone account under my name and address. I have contacted Verizon Billing and Customer Service departments several times regarding the closure of my residential phone and FIOS services dating back to August 2014 (see attached letter addressed to Verizon). Unknowingly, I recently made a payment on the fraudulent account. My correct Verizon telephone account number is, and should be currently closed showing last activity on the account in August 2014. I am constantly being sent bills from the fraudulent account for the months of September 2014, October 2014, November 2014, December 2014 and January 2015. I contacted Verizon Billing department on January**, 2015, speaking with several representatives. The first two representatives informed me that unless I knew the PIN number for the fraudulent account, they could not assist me. [redacted] was the first representative who stated that she could not assist me due to the fact that I did not know the PIN number on the fraudulent account and [redacted] was the second representative who stated the same thing but she transferred me to the Verizon Fraud department and I spoke with [redacted] who stated this is not a fraudulent account matter and I needed to speak with Billing. I was then connected with [redacted] who finally was able to assist me and verified my correct Verizon residential and FIOS account number as with a balance due of $268.53. I informed her that I made a payment of $110.17, which was made on fraudulent account. I am sending copies of the fraudulent bills and the receipt of payment made on the fraudulent account to Verizon Billing department to request that the payment be transferred to my correct account. I am sending this information to the [redacted] and the Revdex.com. I have also sent this letter along with the attachments of the fraudulent bills to Verizon requesting transfer of payment $110.17, with a letter of acknowledgement stating that the funds have been transferred to the correct account and that the account is closed and no further payment is due. I am also requesting that the fraudulent account, be closed out. I am sending supporting documents to be mailed to [redacted] within the next few days.

As a result of this my identity has been stolen and the hacker(s) have been trying to take over my bank accounts, credit accounts, utilities accounts and even my retirement and payroll accounts. They have successfully opened up fraudulent utility accounts in my name and address for which I am now receiving the bills. I have enclosed all related documentation regarding this issue.

I am requesting that all credit under my name and address be frozen and that a fraud alert be issued. I have contacted the credit bureaus regarding this matter.

Please forward to me a letter acknowledging receipt of this letter and the enclosed attachment with the name, address and telephone number of the case manager assigned to handle my complaint.

Thank you for your consideration and cooperation in this most important matter.Desired Settlement: Unknowingly, I recently made a payment on the fraudulent account. My correct Verizon telephone account number is, and should be currently closed showing last activity on the account in August 2014. I am constantly being sent bills from the fraudulent account for the months of September 2014, October 2014, November 2014, December 2014 and January 2015. I contacted Verizon Billing department on January**, 2015, speaking with several representatives. The first two representatives informed me that unless I knew the PIN number for the fraudulent account they could not assist me. [redacted] was the first representative who stated that she could not assist me due to the fact that I did not know the PIN number on the fraudulent account and [redacted] was the second representative who stated the same thing but she transferred me to the Verizon Fraud department and I spoke with [redacted] who stated this is not a fraudulent account matter and I needed to speak with Billing. I was then connected with [redacted] who finally was able to assist me and verified my correct Verizon residential and FIOS account number as , with a balance due of $268.53. I informed her that I made a payment of $110.17, which was made on fraudulent account . I am sending copies of the fraudulent bills and the receipt of payment made on the fraudulent account to Verizon Billing department to request that the payment be transferred to my correct account . I am sending this information to the [redacted] and the Revdex.com. I have also sent this letter along with the attachments of the fraudulent bills to Verizon requesting transfer of payment $110.17, with a letter of acknowledgement stating that the funds have been transferred to the correct account and that the account is closed and no further payment is due. I am also requesting that the fraudulent account , be closed out. I am sending supporting documents to be mailed to [redacted] within the next few days.

I want the fraudulent telephone account closed out.

Business

Response:

Verizon has reviewed [redacted]'s concerns. Verizon has determined the accounts are correct and no credits are warranted. Verizon was not successful in reaching [redacted] via telephone to discuss her concerns. Verizon has responded via letter and included contact information should she require further assistance.We trust this information will help to resolve [redacted]'s concerns.

Review: We entered into a 2 year contract with Verizon Fios on June*, 2013 with 3 Fios tv equipment for a monthly price of $112.41 for internet, phone and cable bundle services with a door sale representative from Verizon Fios. After waiting a couple of weeks and sitting through a no-show on Verizon installation, we finally had Verizon installed in our home, however, it was not the products requested nor at the price stated on the contract. On June [redacted] I finally was able to reach a customer relations specialist, [redacted], who stated Verizon Fios would honor the contract offered to me by their representative. She requested a copy of the contract, in which I immediately emailed to her. She stated her apologies for the trouble and difficulties I had with Verizon, said she would use the contract in training exercises with new Verizon representatives to avoid other new customers from the difficulties and hardships I had encountered. She also stated she did not have that actual type of promotion offered, however, would make necessary adjustments to get to the stated price of $112.41 but the closest she would get was $113.32. I stated that would be fine and confirmed this would be the honored contract price for 2 years and had a service technician come and install the correct equipment. All went well until in March of 2014 when our Verizon Fios billing statement increased to $168.80, yet we had made no changes to our contract nor services offered by Verizon. After we called and spoke with a representative our bill went down to $160.99 in April in which we called again and spoke with another representative and in May our billing statement went back down to $113.49, however did not receive credit for overpayment and only to have it go up again in June to $114.68. In July and August our statement went up to $148.04. Then to $143.56 in September and back up to $148.79 in October, November and December. Each month we have called Verizon Fios to get our billing statement corrected and to get credit for overpayment and each month, Verizon Fios apologizes and states they would check into it. Verizon Fios was stated it was because we had extra equipment and that’s why we were being charged extra. Even though our contract was for 3 different pieces of equipment, we went ahead and sent back one of the equipments in September and another piece of equipment in November, however, did not receive credit for the equipment nor did the bill decrease nor did we receive credit for any of the overpayments. Now Verizon Fios is stating that a promotion that was on our account expired on June 2014 and that’s why we see an increase in our bill. When we ask about our 2 year contract, they just reiterate one of the promotions expired in June and say nothing about honoring our contract. On December*, 2014 I spoke with a representative who stated they would have someone from call me to assist me with the issues I was having with Verizon and submitted a ticket to determine why the equipment we returned was not credited to our account, yet no one from Verizon has called us with a response to date. As of December**, 2014, we are still waiting for our overpayment credits and the contract we entered into to be honored. We have overpaid Verizon Fioz $233.71, we only have services on 1 of our televisions and are still being charged $148.79.$Desired Settlement: We would like a billing adjustment of $113.32 as per our contract until June of 2015. We would like the 2 additional equipment given back to us until June 2015. We would like a refund of overpayment of $233.71 as of December **,2014 and any additional overcharges there after that date to be given as credit on to the credit card Verizon Fios has listed on our account.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] toour office for review. We appreciatethis matter being brought to our attention. Our investigation concludes; [redacted] was receiving abundle discount of $5 that ended on June**, 2014 and a Multi-Room DVR discountthat ended on June**, 2014. Both of the discounts were promotional 12 monthcredits and listed on each statement indicating their expiration date. [redacted]’s monthly rate increased by approximately $25 after both promotional discountsexpired. Research confirmed that an email confirmation was sent to [redacted]itemizing all services and promotional discounts prior to installation June2013. A Verizon representative attempted, unsuccessfully, to reach[redacted] to discuss a resolution. Voice messages were left requesting hecontact us at the number referenced below. Verizon apologies for the inconvenience this has caused andtrust that this information will assist you in closing this complaint. Sincerely, [redacted]###-###-#### EXT [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

The information provided by [redacted] was only partially correct and didn't comply with my contract nor actions I requested. He did call 2 times and left messages. The 1st call he did not leave a call back phone number and he only waited 1 day after the 2nd call to send you a response the issue was closed. I called the very next day and spoke with [redacted] explaining my viewpoint of this matter. He has requested I fax him a copy of the original contract, which I have and he will review. He states there was a change in my service plan in February of last year, however, I didn't request a change nor authorize a change. This matter is not settled and he has only relayed partial information to you.Thank you.The [redacted]'s

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

Sincerely,

Business

Response:

After further review of the account Verizon has agreed to asa compromise and give the customer a credit of $364.24 which is the differencein the credit lost after the promotion ended for the DVR and bundle discountthat was only to last 12 months. This credit covers all fees and taxesassociated with losing a $30 credit times 12 months.

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:

This amount does not include the total amount from February 2014 through June 2015, in which we have been over charged and continue to be overcharged each month. Also, we are still lacking 2 pieces of equipments spelled out specifically in our contract. Also, their new "compromise" includes us paying more each month for less services. Not much of a "compromise" from the customers point-of-view with a signed contact, that was not changed by the customer.

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

Sincerely,

Review: I recently received a Collection notice from Verizon...they are charging me $1, 436,78 without explanation for account no. [redacted] by a company named [redacted].

I am not longer associated with Verizon and I sent back all their equipment back 2 years ago.. I believe they are attempting based on their incompetence to collect.. I owe them nothing , in fact I have not received credit of overpayment from them due to me in the amount 95.00 which I have not been credited. for. ..I have little or no interest in their service..

When I first signed up with them, they made attempts not to provide me a visa card as adverstised for 300.00 dollars as mentioned in their commercial..I found their customer service to be extremely racist and discriminatory against me as a minority consumer..Desired Settlement: I am not responsible for paying their amount of 1,436,78 and I would appreciate being refunded for the amount that I should have been credited for...thank you!

Business

Response:

On April **, 2014 the customer spoke with a representative and rebundled the services. On May **, the customer disconnected the services. Payments were received in April & May; however there was a balance. The customer's account was credited for the pro-rated charges and there was a remaining balance. It was confirmed that the customer returned the equipment and the account was credited for the Unreturned Equipment Charges on August **, 2014. The customer did not qualify for the $300.00 Gift card as he was an existing customer. The account was recalled from the Outside Collection Agency . We spoke with the customer on March **, 2015 regarding the balance which the customer stated they will pay accordingly.

Review: [redacted]Fios dispatched their Salesforce to see me and tell me that finally they are serving my community and I can have fios installed.I was elated and wanted to be sure so I asked [redacted] if he is 100%sure because from day1 I moved to this community I knew there was no fios and he assured me that there is and is needed to be brought to the building.I moved installation date up to the end of Jan2015 and when installation date came,FIOS technician told me there is no fios in the community that he can bring to my building.Since that day up to today , I have been trying to get their equipments returned to them since the technician did not want to take it. I have spoken to almost 10people. One sent me a wrong [redacted] return sticker, one sent me a box without sticker, another promised to call me back and another promised to send a technician to pickup but there boxes remains still here with me. Other reps insisted I take it to a [redacted]store and they will take care of it. I have told them I have no car, I cannot carry 25lbs going downstairs with a damaged knee but no seem to listen. I told them I will pay for [redacted] driver to come pickup if they can set it up and still nothing has been done.Instead I get a bill in the mailfor$1200 for the setboxes that I'd been trying to return since end of January or early February. You cannot get a hold of anyone during weekends and they only work MtoF until6pm. I get home by 7:30pm. Ican only call them when Im on sick leave or vacation leave which will not be until April2015. By then the will be saying I am late on their bill and will be suing me when I have been trying to return their equipments from day1 I knew they cannot install.Desired Settlement: Fios can either:1. Set up and schedule a pickup BY [redacted] and notify me ahead of time so I can have my mom waiting for the [redacted] drive or have it picked up after7:30pm;2.Have a FIOS technician pickup after 7:30pm

Business

Response:

The customer placed an order for FiOS services which Verizon did not install. However, the equipment for these services was mailed to the customer. As the order was canceled, Verizon requested for the equipment to be returned. As a result of the equipment not being returned within the 30 days of the request, the customer was billed unreturned equipment charges totaling $1250.49. Verizon has mailed the customer boxes to return the equipment. However, the customer stated that the return label was incorrect. We have advised the customer that the equipment can be taken to a [redacted] store and [redacted] will box the equipment and ship it at no cost to the customer. The customer stated that she cannot carry the equipment due to health issues. We have offered to pick-up the equipment but when attempting to contact the customer to schedule a time, the customer has not been available. Messages have been left and an email sent but there have not been any returned calls. A message has been left advising the customer that she can package the equipment in the boxes previously provided and contact [redacted] to come to her home to pick up the boxes. Most recently, we have again shipped boxes with return labels for the customer to return the equipment. As the customer has been unresponsive to all attempts to contact her, the charges will remain until the equipment is returned.

Review: Monthly bill has been incorrect 18 consecutive months after several phone calls each month notifying Verizon of the errors.

I subscribe to Verizon's triple play and when my first contract expired I renewed my contract for 2 additional years and was quoted $139 per month for the plan. The next month my bill reflected $159 for the plan so I called Verizon and they credited me the $20 difference since they had a record of the quote that the representative quoted in September 2013. Every month through April 2015, I have called and indicated that my bill is still reflecting $159 for the triple play each month and each month I call they make an adjustment only after I call and indicate of the over billing issue. I was promised numerous times that this would be corrected only to be billed $159 for each of the 18 consecutive months @ $159. I spoke with a representative on April **, 2015 that would apply a promotion for $15 that would reduce the bill but he was unable to apply the other $15 promotion that would reduce my bill to a rate at or below the contracted agreed rate. I was informed that to get the additional $15 each month for an additional year I would need to call each month after the bill was issued for Verizon to apply the credit to my bill.

I communicated to the Verizon rep that I have notified you 18 consecutive months that my bill was incorrect and they have refused to take any successful corrective action that eliminate the over billing issue other than to have the customer call requesting a credit for the over billing. I then inquired that if I didn't call for a credit would this be applied automatically and the answer was no. I then asked that since I have notified you for 18 months, why hasn't anyone looked into some corrective action to discontinue this over billing issue.

So I have been diligent in reviewing my bill, however this practice seems deceptive as anyone who doesn't review their bill or take the time to call for an adjustment would continue to be over billed. I feel that after 18 months of complaints with no resolution, that another agency should be contacted to investigate their practices as there may be some billing infractions that need some corrective action and it may be much more widespread than my particular instance. And based on the responses that I have received as they can't change a billing code to reflect the correct contract that a customer has agreed to may be a passive way to deceive customers or intentionally over bill their contracted agreement rates.Desired Settlement: I want my bill to reflect the correct agreed contracted rate. I shouldn't have to call each month to request a credit for over billed amounts to arrive at the agreed contract amount each month. Also I shouldn't have to call each month and if I don't call no adjustment will be credited. So in short, if I don't take an active roll each month to request a reduction of my monthly over billed statement, I will be charged the excess amount and if I don't remit the fully billed amount, I will be subjec

Business

Response:

The customer rebundled their package in September 2013 and there was a $5.00 bundle discount for 24 months. The representative included a $20.00 discount from the previous contract which was due to expire in October 2013. The representative issued one time credits of $497.98 which includes tax for the $20.00 discount for the 24 months and $83.56 including tax for credits totaling $581.54.

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:

Although credits have been applied, they were only applied after I called in each of the 18 months that I was overbilled. If I hadn't of called there would have not been an adjustment and although the representative incorrectly bundled the package, it is what I was quoted for the 24 month contract and Verizon should have honored that and not forced the customer to have to contact them monthly to receive the adjustment. It is also a mystery to me that this could not be corrected in the billing system. I was told in multiple months that this would be escalated and in all 18 months no one was able to correct the billing. The end result is that now they will process a credit in advance to reduce my bill to reflect what I was quoted. So hopefully the bill will reflect the correct amount, however if behooves me why Verizon cannot update their billing system to reflect the terms of the contract agreement.

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

Sincerely,

Business

Response:

Upon receipt of this rebuttal we spoke with [redacted] and he confirmed he is satisfied with the resolution

Review: Claim that I did not return my equipment, being charged for them and refusal to issue payment for the remaining unused service.

I have switched provider from Verizon Fios to [redacted]. The installer put on the side all the components to be returned. The next morning, my wife went to the [redacted] Store and returned all the equipment. At the [redacted] Store, the person in charge, scanned every item before packing it. This person, advised my wife that he performed the procedure of returning the items many times and they should be no problems.I have received a negative bill from Verizon for the amount of days not used during this month because of the conversion on account # [redacted]. I have received numerous phone calls from Verizon advising me that I have not returned the equipment due them. I have responded that I have already returned all the equipment via the [redacted] Store and every item was scanned accordingly. Last week, I received a bill from Verizon advising me that because my equipment was not returned, I owe them $ 99.99. I have called Verizon the next day. I was switched to at least five (5) different agents. I explained my situation to each of them. I asked if they can gave me an email address, I would scan the receipt and email the receipt as proof of my return of the equipment. They claimed, that Verizon is not equipped to receive emails of that sort. There is nothing they can help me with until I return the equipment.

Please understand, that I am not a young person who is not responsible. There is nothing that I am accomplishing by holding or not returning the equipment. I need your help in getting my $ 58.75 from Verizon and stop their harassment. which is very annoying because their phone calls, happen during any convenient time.

For your information, the reference # from the [redacted] Stor is [redacted].Desired Settlement: All I am requesting is to get my money back for the balance of the month that was not used which is $ 58.75 and stopping the harassment for not returning the equipment.

Thank you for all your help.

Business

Response:

Please be advised, Verizon has confirmed that all equipment has been received. As of 5/**/15 Verizon has requested to have the router fee adjusted. Total requested was $106.99. Verizon has agreed to follow up with the consumer to ensure credit posts to the account. Verizon apologizes for any inconvenience caused surrounding this matter.

Review: I have had tremendous issues trying to clear billing issues with Verizon. I have called at least 6 times in addition to using the online communicator service trying to resolve these issues. I moved from another location within the same zip code, and I moved 3 boxes as was instructed by Verizon. Since I was moving alone, I was going to return 2 boxes and keep only 1 with the minimum cable package. The 2 boxes were sent back via their provided boxes and Verizon was delayed in crediting my account even after receipt. They charged my account $350 per box and it was accumulating high taxes and fees. This took many calls and months to resolve. Representatives would tell me if would be taken care of and raised to their supervisor but I never received a call back as promised and the issue was not resolved. One box was credited back sooner than the other. I have $102 of fees on my account that were due solely to taxes and fees associated with the charged from the box on my account that was not removed in a timely manner. I want the overdue charged to be removed. I pay my bill for the charges issued every month on time. Please help resolve this billing issue. I am very frustrated it is taking approximately 1 year to address and every time I talk to a service rep they say they will help resolve it but then nothing happens. Thank you.Desired Settlement: $102 overdue charges should be removed from my account.

Business

Response:

The company has made 3 attempts to reach the customer to discuss her concerns: 6/*/15, 6/**/15, and 6/**/15. The company has been unable to reach the customer, however the customer has been provided direct contact information should she wish to discuss her concerns.

Review: Verizon is charging us $99 for a pay per view that we never ordered. When we called to inform them of this problem, we were told we would not have to pay for it. When the bill came the charge was still there. When we called again they told us that we have to pay for it and that we should have a receipt for it that was emailed to us and we can look it up on our pay per view history. The pay per view history is blank and we never received an email. When we called a third time they said we ordered it and they sent an email. So when I asked to speak to a [redacted] they told me that one would get back to me in 24 hours since one was not physically there to assist me.Desired Settlement: To take the $99 charge off of my account.

Business

Response:

Companyrecords reflect that the customer’s May **, 2015 bill, page 3, reflectsone-time activity of Boxing Mayweather vs Pacquiao HD 6:00 PM for $99.99. The customer has disputed ordering thisevent/show and denied the charges. Today, June **, 2015, [redacted] again contacted Verizon to contest thecharge. The Verizon representativeadvised [redacted] that our records reflect the event was ordered via InteractiveMedia Guide which is the Remote Control. The representative nevertheless issued a one-time courtesy of $112.62. The representative also suggested setting upparental control PIN to avoid future mishaps and an electronic email forparental control instructions was sent to the customer today, June **,2015. Tell us why here...

Review: When signing up online, the program signed up offers 195 channels available to the consumer. Upon installation and activation the consumer finds out that there is less than 10% of the channels offered are actually available for the area. Both supervisors and employees have acknowledged this problem and that online does not reflect this situation and that they are aware they need to update this to make such a reflection. They are also taking advantage of the fact that on [redacted] the only services available are Verizon and no other. They are now telling me additionally that in order to access these channels I need to pay an additional 15 dollar a month plus additional taxes each month.Desired Settlement: I would like them to notify openly that this is what will happen and to allow billing to reflect accordingly. This is bait and switch and it needs to stop.

Business

Response:

A Verizon customer service representative discussed the issue with [redacted]. The concerns shared regarding the ordering site have been documented and referred to the appropriate team for review. Records show the service was upgraded to Preferred which provide the channel in questions. [redacted] confirmed that the issue was resolved. We apologize for the inconvenience that [redacted] experienced as a result of this matter.

Review: I had a verizon fios contract at my old address that included high speed internet, TV and phone. I moved, and at my new address, they are unable to provide high speed internet, they offer DSL up to 7 mb, I need at least 50 for my work. Furthermore they don't provide TV services, I would have to go with [redacted], a stelite company. I told them if they offered Fios with the same services I had, or at least equivalent internet speed, and I went with another company, I would understand in that cirmustance why I would have to pay a termination fee. In my case, they don't offer equivalent services, yet they expect me to stay with them, sign up for an inferior product that doesn't meet my needs or pay $180.Desired Settlement: To not charge me the $180 terminiation fee.

Business

Response:

Thank you for referring the complaint of [redacted] to our office for review. We appreciate you bringing this matter to our attention. On June *, 2015, a Verizon representative spoke with [redacted] in regards to this inquiry. We advised that while fiber services are not available to his new address, Verizon does offer services with copper. We explained that if he keeps Verizon services that the early termination charge will be waived. [redacted] declined to accept any Verizon services as he has a bundle deal with another company. [redacted] is aware the early termination fee is billed correctly to his account. We trust this information will assist you in closing the complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I still believe that their practice is unfair. It makes no sense for me to get a verizon copper line, TV from someone else and internet from a third company. The cost of such a scenario would be exorbitant. Since Verizon was unable to provide me with service that were equal to what I had at my old address, I believe it's not fair for them to charge me a termination fee.

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

Sincerely,

Business

Response:

The early termination fee is a valid fee billed for terminating services prior to meeting the commitment date. [redacted] was provided monthly discounted services for agreeing to keep them for the time frame of 24 months which was disrupted prior to fulfillment. All charges have been sustained. Although the customer is not satisfied with the resolution, Verizon does consider this matter as being resolved.

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 Her

As I explained multiple times, I would have happily continued my services with verizon if they offer what they did at my old address. They don't offer comprable TV or internet. For that reason, I feel that the issue is not resolved and I would like the Revdex.com to close this file as unresolved. Thank you

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

Sincerely,

Review: I cancelled service for Fios at my home on Feb *, 2015, at the end of my two year contract due to problems I had with verizon. In june 2015, I received a letter from a collection agency saying my service was terminated on March **, 2015 and I owed 160.00 for service to that date, but my service was ended on Feb, *-I have spent many hours on the phone to Verizon and they admit that it was a mistake, and said they would 'buy back' the debt from the collection agency and would correct it. but I continue to get letters and phone calls to my home about this from the collection agency. I am tired of having to place calls and go through hoops to get a real person who knows what they are doing, only to have this continue. Suffice to say, this is not a company anyone would want to deal with, they are the worst.Desired Settlement: Fix this, they are wrong and they know they are, but are dragging their feet and will not correct this-copies of letters will soon go the the attorney general of the state of Pa, and if necessary I will sur for damages.

Business

Response:

On August *, 2015, our Billing representative spoke with [redacted] and explained he disconnected his service on February *, 2015. The January *, 2015 billing statement was paidin full. Out of service credit andprorated charges were issued for a credit balance of $48.20. [redacted] had his bank recall $209.00leaving for a balance of $160.80. Ourrepresentative sent a copy of his January bill for his review. [redacted] feels we should not have sent himto collections for a misunderstanding. Theaccount sent to Collections was not an error. In addition, per the customer's request, weremoved him from all Verizon solicitation. He had no further questions.

Review: I have been having an ongoing billing/contract/payment issue with Verizon. In July of 2015, I formerly changed the name on my account because I was told I had to. My deceased husband's name was previously on the account. When switching, Verizon informed me that nothing would change (I would be charged the same amount, would not have to start a new contract etc.). I was worried about something changing but Verizon assured me that everything would stay the same. Since August of 2015, I have been paying approximately $50.00 more each month. When trying to communicate with Verizon on multiple occasions, they inform me that due to the "account change" the prices/promotions at the time of the switch was $50.00 more than what we were previously paying. I feel as if this Verizon was very unclear when originally communicating with me. Verizon has communicated that there is nothing they can do. I am now in a new contract being charged $50.00 more just for switching my name into an old account (which I was perviously informed nothing would change). Verizon also notified me that we have upgraded to the premium sports package which is also inaccurate.Desired Settlement: Ideally, I would ask that Verizon readjust my bill to what I was paying prior to August of 2015 and reimburse me for the additional $50.00 I have been paying for the previous 3 months.

Business

Response:

On November **, 2015, our billing representative spoke with

[redacted] and explained the service that was in her husband’s name was

originally set up in August 2013 and he had a bundle rate of $104.99 which

expired on August 2, 2015. This increased

the bundle rate up to $139.99. When [redacted] changed service into her name on August **, 2015, we were able to get

her into a bundle rate of $129.99 which is $10.00 less than if the service was

still in her husband's name. Our

representative added an additional $4.99 discount for 12 months. [redacted] now understands the billing and

had no further concerns.

Review: Channels that available at previous location is no longer available at new location. We were not told before accepting the move and now I would like to be compensated for the late install of FiOS at my new location after the schedule time

spending 2 hours plus on the phone attempting to get my channels back and no longer available at new location.Desired Settlement: I would like to get all the channels that I lost that is now part of another package/ packages.

Business

Response:

Good afternoon, The channel in question, NFL Network, was included in the customers package as he had standalone HBO service, it should be noted that the charge for HBO was credited every month and still is. Customer began service with FiOS in November of 2014 and at the time it was included. However, as of 8/**/15, NFL Network is no longer included with Standalone HBO service. Bundle agreements are valid only for the location were service was installed, when the customer moved a new bundle agreement was required and the previous video package was not grandfathered as the service location had changed. Additionally, per the FiOS TV Terms of Service: 3. SERVICE CHANGES. Subject to applicable law, we reserve the right to change, rearrange, add, delete or otherwise modify the Service at any time, with or without prior notice to you, including changing, rearranging or otherwise modifying our Programming packages, the selections available in those packages, the Equipment, any Other Devices, and any other features, products and services that we offer. Verizon or its suppliers may, without notice or liability, restrict the use of any Services or limit its time of availability in order to perform maintenance activities and to maintain security. Due to the findings of our investigation, we will not be adding NFL network to the customers account. Customer will have to upgrade video package in order to do so. That is our final position.

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:This Statement your quote is correct however, the request to Carlita of the cancellation dept was to move existing setup to the new location, she processed the order incorrectly. Please refer to the call recording to review and extend courtesy....(now part of your preferred HD package according to Joe on your chat supervisors). We had to spend over 8 hours on the phone with your customer service and tech support back and forth (again please refer to your call logs). Carlita also ordered the wrong boxes and asking me to return the HD Boxes, however the Tech that came to install 4 hours late and explained that the services and channels required the HD boxes. Also to the total cost of the package according to Carlita was 79.99 this also needs to be corrected.

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

Sincerely,

Business

Response:

The channel which [redacted] is concerned and is no longer receiving is the NFL Network. The NFL Network was previously included when a customer subscribed to HBO. As of August **, 2015, the NFL Network is no longer included with the HBO subscription. It now has to be subscribed to separately at an additional cost to the customer. However, customers who subscribed to HBO prior to August **, 2015, have the NFL Network grandfathered with the HBO subscription barring no changes to services or bundle plans or the moving of services to another location. [redacted] both moved and changed his bundle and therefore is no longer eligible to receive the NFL Network as part of the HBO subscription. This has been explained to Pradeep Nair on multiple occasions by both Verizon representatives and managers. However, [redacted] continues to disagree with the policy and is not satisfied. In addition, any other channels that the customer is not receiving is a result of the channels being moved to a different tier of TV service, not an incorrectly processed order as the customer makes reference. Again, any channels that the customer continued to receive at his previous address that were removed from his former tier of TV service but were grandfathered into the existing service at that time, would be removed once the customer moves to a new location.

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:

Again I requested a transfer if you look at my bill the HBO was renewed prior to August, so therefore should all be included with my equipment I walked over per Carlita. I am asking you to pull the call records, if you have questions call me.

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

Sincerely,

Review: Approximately two-and-a-half weeks prior to today's date, I found the need to change services provided to me. When the account was first altered, the incorrect services were charged. I was not informed of this until ten days later when I received e-mail confirmation of the amounts to be charged to my account. I was then required to change my services again. This new service was to be installed at a new address approximately a week later. When the installation time window came, the service representatives did not make an appearance to do the installation. I was not contacted or notified. I was then forced to call the company again and reschedule. The time window for installation again came, and the service representatives did not. I again, was not contacted or notified. Upon calling the company yet again, I was informed that my account had been turned over to the "Engineering Department" and that I could not contact them or receive any answers as to the state of my account until the department called me. Having not been satisfied with this response, I called again and spoke to another representative. This time, I was told that services were indeed scheduled and that the service representatives would indeed be out to install this day. After the representative placed me on hold and called to confirm, I was then informed that my address is not "Fios-ready". This is the first time, in this two-and-a-half week process that I have been informed that my address was not properly equipped. After having spoken with dozens of representatives in this time frame, I find it indredible that I was not informed. My installation has now been pushed out another full week.

I find this kind of service completely unacceptable. As a student, it is not only inconvenient, but detrimental to my education that I am having to go without Internet connection for this long. I now have $400.00 tied up in deposits to the company, and no service to show for it.

Should this type of service continue, Verizon will assuredly be losing a customer.Desired Settlement: Installation ASAP, expedited refund of $250.00 deposit to closed account, and credit to billing account for the time I have been inconvenienced

Business

Response:

Verizon investigation found the customers service order to be ready for dispatch. The delay was caused by the previous tenant at APT B3 not contacting Verizon to disconnect service. To work around this issue the business office changed the SUBLOC to APT 3B and the order was assigned. There were always facilities. The business office was not able to contact the previous tenant to secure a disconnect. The order was referred to the Dispatch Manager for the soonest commitment date and was advised area has heavy work load soonest installation date available is 12/**/15. The Dispatch Manager advised she will ensure the order is covered on 12/**/15. 12/**/15 a technician was dispatched and completed order connecting service. On 12/**/15 Verizon Appeals representative spoke with the customer and verified the services were working. Verizon apologizes for any inconvenience. Joyce D[redacted]Verizon Executive Relations Sr. Analyst

Review: I am paying $95.54 /month for Fios Internet 75/75 MBPS

The router provided by Verizon is capable of only 2-3/5-10 MBPS

This is completely big scam and cheating customers without knowing.

I have been FIOS customer since 2002 after I moved to new home with this new router is not even giving speed of 2 MBPS.

Please help me / advise me how to sue this company for cheating customers like thisDesired Settlement: Please adjust my bill which you should not charge. I am supposed to pay only less than $50 for this kind of service.

Please refund my money

Business

Response:

[redacted] Thank you for referring the case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. According to our records; on 1/**/16 a new router was ordered and shipped to the customer. A Verizon representative contacted the customer on 2/*/16 to ensure service was working at the requested speeds. On February *, 2016; a courtesy credit was issued totaling $100.34. We successfully reached [redacted] to provide this information. The customer expressed satisfaction with this resolution. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing out this case for any inconvenience this may have caused the customer. Sincerely, Laurene R.SW Executive Relations