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In Metropolitan New York, Long Island, and the Mid-Hudson Region

BBB Accredited Business since

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Verizon Communications meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Verizon Communications include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1946 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1946 complaints closed with BBB in last 3 years | 581 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 159
Billing/Collection Issues 588
Delivery Issues 60
Guarantee/Warranty Issues 4
Problems with Product/Service 1135
Total Closed Complaints 1946

Additional Information

top
BBB file opened: August 01, 1988 Business started: 01/01/1920 in NY Business started locally: 01/01/1983
Type of Entity

Corporation

Business Management
Mr. Lowell McAdam, Chairman & Chief Executive Officer Mr. Francis J. Shammo, Executive Vice President and Chief Financial Officer
Contact Information
Principal: Mr. Lowell McAdam, Chairman & Chief Executive Officer
Business Category

TELEPHONE COMPANIES

Service Area
This Verizon location services consumers in New York & Connecticut. Other service areas handling Verizon complaints include:

Trenton, NJ
Philadelphia, PA
Boston, MA
New York, NY
Richmond, VA
Dallas, TX

Additional Locations

  • 1095 Avenue of the Americas

    New York, NY 10036

  • 140 West Street

    New York, NY 10007 (212) 395-1000

  • 1
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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Complaint Detail(s)

7/11/2014 Problems with Product/Service
7/10/2014 Problems with Product/Service
7/10/2014 Billing/Collection Issues
7/9/2014 Problems with Product/Service | Complaint Details Unavailable
7/8/2014 Billing/Collection Issues | Complaint Details Unavailable
7/8/2014 Billing/Collection Issues | Complaint Details Unavailable
7/8/2014 Problems with Product/Service | Complaint Details Unavailable
7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Salesman came door to door to sell Verizon's package (internet, phone, tv). I agreed and signed contract in August 2012. I cancelled my service with Verizon after one year. Verizon billed me for early termination fee of $110. I sent copy of contract numerous times to Verizon, no fee on contract. Verizon sent me to collection, sent all info again, to collection agency and Verizon. No response within required time frame. Verizon then sent me to second collection agency, never responding via phone or mail to numerous attempts. I called Verizon and was told that charge is valid, but customer service employee did not know why. I now have this collection activity on my credit score. Please help, as I have no problem paying my bills, but will not pay for something that I shouldn't Product_Or_Service: telecommunications bundle Order_Number: ###-###-#### Account_Number: ****************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for Verizon to cancel balance of $110 and notify all three credit reporting agencies that it was sent to them in error.

Business Response: Verizon contacted the customer and credited the final bill
in full due to a billing error.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.I have also requested that Verizon contact the three credit bureaus with this information. That request has not yet been resolved.

Sincerely,

******* **********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/4/2014 Billing/Collection Issues | Complaint Details Unavailable
7/4/2014 Billing/Collection Issues | Complaint Details Unavailable
7/4/2014 Problems with Product/Service | Complaint Details Unavailable
7/3/2014 Billing/Collection Issues | Complaint Details Unavailable
7/2/2014 Problems with Product/Service | Complaint Details Unavailable
7/1/2014 Billing/Collection Issues | Complaint Details Unavailable
7/1/2014 Problems with Product/Service | Complaint Details Unavailable
7/1/2014 Billing/Collection Issues | Complaint Details Unavailable
7/1/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/1/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/1/2014 Problems with Product/Service | Complaint Details Unavailable
7/1/2014 Billing/Collection Issues | Complaint Details Unavailable
7/1/2014 Problems with Product/Service | Complaint Details Unavailable
7/1/2014 Problems with Product/Service | Complaint Details Unavailable
7/1/2014 Billing/Collection Issues | Complaint Details Unavailable
6/30/2014 Billing/Collection Issues | Complaint Details Unavailable
6/30/2014 Billing/Collection Issues | Complaint Details Unavailable
6/27/2014 Problems with Product/Service | Complaint Details Unavailable
6/27/2014 Problems with Product/Service | Complaint Details Unavailable
6/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a letter from ********* *********** ****** located in New Jersey on June **, 2014. The letter stated that I, or someone of the same name, was responsible for an outstanding balance due as of 6/**/2014. I contacted Verizon. They acknowledged an account under the account number given in the letter. However, Verizon denied having any information on the account. When I contacted ********* **********, they referred me to call another company. When I called the other company, I discovered that the account was not established under my Social Security number. That, however, does not stop a creditor from placing an outstanding debt on one's credit report. Verizon assigned a debt under my name to a credit agency for services I have never sought out, asked for, inquired about, desired, or ever used. There is substantial evidence that Verizon acted negligently in transferring a debt under my name. One piece of evidence the I will disclose came from "Convergence" (spelling not confirmed), which is the organization I spoke to on the phone after obtaining the phone number from ********* on a voice message recording. (********* will not take my call.) The evidence is that the Verizon account in question was established with a Social Security number and post office box address neither of which belong to me.

Desired Settlement: I want Verizon to match the proper Social Security number to the proper identity of the person who obtained services from Verizon. Further, I want Verizon to remove my name as the debtor in the transaction. Verizon must contact ********* *********** ******, and notify them of its error. If Verizon has to pay the debt to clear my name, and then seek the appropriate party to pay for the services it rendered, that is one option of resolving the matter.

Business Response: The customer is referencing two accounts that were sold by
Verizon to ****/********* **********s. Verizon no longer has any records and
cannot provide assistance. This complaint must be redirected to ****/*********
***********, ****/********* **********s, telephone # ###-###-####.

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

Just because Verizon ships out a debt to a debt-collecting agency does not absolve them of their immoral and negligent conduct. The resolution I put forward in my complaint obviously takes into account the debt-collecting agency. I call for Verizon to buy back the debt and correct the account information. This debt should not have been sold under my name. It is immoral for a business to negligently permit fraud to be perpetrated on an innocent person, discover the fraud, and ignore the fraud by hiding behind a debt-collecting company.  

Further, It is hard to believe that Verizon would not have a record of an account that was just shipped out to a creditor this month. But if that's the case, Verizon can contact the debt-collecting agency if they need the information. Verizon's response is extremely disingenuous.

 

 

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


Sincerely,

********* ***********




 **

Business Response: Verizon’s position is sustained. Information on redirecting
the complaint was emailed to the ******** of the BBB along with account
information not provided herein so as to protect the privacy of the complainant.
The customer is referencing two accounts that were sold by Verizon to ****/*********
***********. Verizon no longer has any records and cannot provide assistance.
This complaint must be redirected to ****/********* **********s, ****/*********
***********, telephone # ###-###-####.

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

Verizon has not made a good faith effort as a merchant to resolve this injustice. After further investigation, I have discovered that I had disputed this debt that Verizon put in my name. Verizon never responded to my dispute because they are not concerned with honest dealings but essentially extorting me, a victim  of identity. By shipping debt falsely accumulated under my name to a debt-collecting agency. Verizon never tried to clear my name although they could have done so with one phone call to the debt-collecting agency.

 

 

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


Sincerely,

********* ***********




 **

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

6/26/2014 Problems with Product/Service | Complaint Details Unavailable
6/23/2014 Billing/Collection Issues | Complaint Details Unavailable
6/23/2014 Problems with Product/Service | Complaint Details Unavailable
6/23/2014 Billing/Collection Issues | Complaint Details Unavailable
6/23/2014 Problems with Product/Service | Complaint Details Unavailable
6/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I changed the banking information for automatic payment withdrawals on the Verizon website about 3 or 4 weeks ago, which is reflected on line. I checked my old account today and noted that Verizon withdrew my phone payments from the account which I deactivated which has caused me to have additional finincail fees, I really cannot afford. I am being charged for overdraft fee and an insufficient funds fees.

Desired Settlement: I am asking that a credit in the amount of $111.81 be credited to my account as I now must pay these additional charges to ******* *** when I as a consumer did my part and updated the information online in a timely fashion. I have had to spend quite some time both online and on the phone trying to work this out with Verizon to which they are not willing to cover any of my fees.

Business Response: Verizon reviewed the customer’s account but found no record
of an account change for her automatic banking payments. The customer was
contacted and she advised that she re-contacted Verizon on 6/**/14 to process
the change again. Verizon credited the customer’s account in the amount of
$78.16 as a courtesy.

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/21/2014 Problems with Product/Service | Complaint Details Unavailable
6/20/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/19/2014 Billing/Collection Issues | Complaint Details Unavailable
6/19/2014 Billing/Collection Issues | Complaint Details Unavailable
6/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: During an end of January 2014 telephone call, I was asked if I would speak with a Verizon representative, who told me that IF I took a new package, I would pay less and keep the same television channels, etc. I did agree to this “new” plan. The Verizon representative DID NOT KNOW WHAT SHE WAS TALKING ABOUT! The information she gave me was incorrect. I lost channels. BAIT AND SWITCH practices are illegal!!! I called Verizon back within 48 hours to state that did not have the same television services I had before this nightmare started. I told the ********** that I wanted my old services back – to just cancel out the change. NOW I have been told that because I wanted to the change back to my original plan, (which has not happened because your representatives did not know how), I agreed to a NEW two year contract, thus creating a cancellation fee (2/*/14). My conversation did not include me being told I was signing up for a new two year contract. If I had just cancelled all services with this company in the end of January, I would not have had a cancellation fee, because I had my “old” plan for over two years. If the change was cancelled out, as I asked for, I would not be writing this complaint. If Verizon employees do not have the knowledge of how to “cancel” an order, either they have not been trained properly or the company is practicing improper practices! Today, I was told that I have more services than I did previously, like I should be happy about it. That is NOT what I asked for. Having services that I do not care about, nor want, such as telephone features I do not use and faster Internet, which I do not want, were added. Today’s Verizon ********** told me today that I was sent an email stating that I agreed to a new contract. I did NOT receive a new printed contract in the mail to read and authorize. I DO NOT communicate with Verizon via my personal email account. I do not use any Verizon email account, and have not in the past either, nor do I want one. At this point in time I am disgusted with Verizon. I want this straightened out immediately. I have spent hours on the phone with Verizon - only to have them say that I agreed to a new 2 year contract - not what I asked for, nor wanted.

Desired Settlement: NO Cancellation fee and the services I asked for (my original plan), NOT what the company wants me to have!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved as long as they follow through with their word.

Sincerely,

****** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/19/2014 Problems with Product/Service | Complaint Details Unavailable
6/18/2014 Problems with Product/Service | Complaint Details Unavailable
6/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In mid May I had an issue with my mac email,I contacted Verizon and they changed my email account on my mac. My inbox was corrected but I discovered after hanging up with the tech, my out box was not working, I called back and after 2 hours the tech. could not figure it out and told me that it was a mac issue that I needed to contact them in order to correct it, I called mac and for a fee of $19.00 they corrected it, it was a simple issue, and they said Verizon was of fault. My outbox on the mac was working very slow, so I called Verizon again and the tech told me that they were having issues and give it few days and it would correct itself. I emailed Verizon and complained and told them I wanted to be credited the 19.00 dollars that mac had charged me because it was there fault, they emailed me back and told me to contact there techs again, I did - and after 3 phone calls in which they kept disconnecting me they sent me another email to contact billing for support, I am sick of trying to contact someone to help me out. In the first place my email was probably working okay and Verizon was having an issue with there service at the time and probably should not have changed my mac account. They were also suppose to call me back to resolve the issue pertaining to the refund issue and they never did.

Desired Settlement: I would like Verizon to credit my account $19.00 from the mac charge because of there mistake and misguidance.

Business Response:
The customer explained he was incorrectly referred to his
computer equipment provider by Verizon On Line tech support incurring a $19
fee. He felt we should compensate him for the fee and had been passed back and
forth between departments in his attempts to resolve issue.

Verizon On-Line investigation determined the customer’s
issue should have been resolved on his first call into the company. We
therefore issued credit of $19 to his account.

We contacted the customer to confirm credit issued and to
apologize for the problems encountered.

We appreciate customer brining this concern to our
attention.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2014 Billing/Collection Issues | Complaint Details Unavailable
6/12/2014 Problems with Product/Service | Complaint Details Unavailable
6/12/2014 Delivery Issues | Complaint Details Unavailable
6/12/2014 Problems with Product/Service | Complaint Details Unavailable
6/12/2014 Billing/Collection Issues | Complaint Details Unavailable
6/12/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/10/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Problems with Product/Service | Complaint Details Unavailable
6/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On February **, 2014 I moved from one house to another, following the sale and purchase of a new home. I contacted Verizon to provide Fios services at my new address. They informed we they were unable since Fios was not available in the area in which my new residence is located. The service representative explained that I would be charged $180.00 for early termination of my alleged 2 year contract. I contended that the service was not available in my new area and a package with ****** ** (as offered by the service representative) was not an equal service, as I experienced service problems with a satellite dish in the past. Additionally, I asserted that I was a customer for 4 years and was beyond the 2 year service agreement. I was transferred to a ******* and told I extended the service agreement in July 2013 and would be charged the early termination agreement. I asked the ******* to provide evidence of said agreement. She informed me that they had a voice recording authorizing the 2 year extension in July 2013. She informed me it would be ordered from corporate headquarters and emailed to me. In April 2014, I called again and was transferred to a ******* ****. She explained that I would be charged the early termination regardless of my contentions of 1.) Verizon was unable to provide equal service to my new residence; and 2.) I, **** ** *******, **., did not authorize a contract extension on July **, 2013. *** **** also indicated that she would order the voice authorization since I had not received any follow-up from my previous inquiry. On April ****, 2014, *** **** sent a voice authorization .wav file, which revealed that at no time did Verizon engage in an extension of a previous agreement with me, **** ** *******, **. Therefore, I contend that Verizon used unethical collection practices in an attempt to collect an early termination fee of $180.00. I attempted to call *** **** at ###-###-#### and left a message. I have not received a call back.

Desired Settlement: I would like to have my last bill adjusted, subtracting the early termination fee and reflect a remaining balance up to and including the last date of service.

Business Response: Per Verizon records, *** ****** advised early termination fee is sustained. Customer moved service was eligible for phone, DSL and ******** **** ****** agreed to the 2 year contract renewal in July 2013. Customer was emailed terms of service voice agreement on 4-**-14. Again advised that his wife was authorized to make changes and agreed to 2 year contract with ***.

Consumer Response: Better Business Bureau:

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

Following a conversation with *** ********* from the Verizon Escalations department, I have not been given a response regarding why I have been charged an early termination fee of $180.00 when:

1.) Verizon cannot provide the services agreed upon (Fios Triple Advantage) at my new residence.

2.) Verizon contends that a contract extension was authorized; however, the contract is in my name and there was no authorization of a contract extension by **** ** *******.

Thank you for your review of this matter.


 

 

 

 

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


Sincerely,

**** *******




 

Business Response: Per Verizon records, reviewed all notes on your account, and your conversation with a Verizon ******* on April **** 2014.

Verizon’s policy is, if the customer is under contract and moves, and does not retain Verizon services at their new location the customer is subject to the Early Termination Fee. Verizon would have been able to offer you Telephone, High Speed Internet and ****** ** at the new location.

The term of service voice agreement which was completed on July **** 2013 with ******** ****** was emailed to you

Verizon’s final determination is the Early Termination Fee is sustained and owed to Verizon.

Verizon position on this issue remains the same.

Consumer Response: Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


Verizon was not able to provide me with the agreed upon Fios TripleAdvantage at my new residence.  The company ooffered a third party satellite provider, which was not within the service agreement.  Additionally, Verizon maintains that a 2 year serve extention was authorized; however, the agreement was not authorized by me, **** ** *******.

Verizon continues to stand behind unethical collection practices.

Thank you for your attention to this matter.


 

 

 

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


Sincerely,

**** *******




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/6/2014 Problems with Product/Service | Complaint Details Unavailable
6/5/2014 Problems with Product/Service | Complaint Details Unavailable
6/5/2014 Problems with Product/Service | Complaint Details Unavailable
6/4/2014 Billing/Collection Issues | Complaint Details Unavailable
6/4/2014 Billing/Collection Issues | Complaint Details Unavailable
6/4/2014 Problems with Product/Service | Complaint Details Unavailable
5/30/2014 Billing/Collection Issues | Complaint Details Unavailable
5/30/2014 Problems with Product/Service | Complaint Details Unavailable
5/30/2014 Problems with Product/Service | Complaint Details Unavailable
5/30/2014 Billing/Collection Issues | Complaint Details Unavailable
5/30/2014 Billing/Collection Issues | Complaint Details Unavailable
5/29/2014 Problems with Product/Service | Complaint Details Unavailable
5/29/2014 Billing/Collection Issues | Complaint Details Unavailable
5/28/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/28/2014 Problems with Product/Service | Complaint Details Unavailable
5/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Around approximately Nov 2013, I switched my business phone and internet service from **** ****** to Verizon service because Verizon was supposed to be $59.99 a month versus the higher price we were paying with **** ****** for the same service. In the aftermath of us signing up to Verizon, our 1st and 2nd months bills exceeded the price quoted by twofold. We then called Verizon customer service, who told us we should not pay the bill because we were being priced at a wrong rate and they were going to reprice us and resend us a new revised bill. We never received a revised bill, but rather we received a disconnect notice and were forced to pay $316.60 via Amex credit card in December 2013, so not to disrupt our business, even though the amount exceeded what we were quoted. In March 2014, I was bombarded with yet another bill from Verizon that didnt have a rhyme or reason in the amount of $761.70 with a disconnect notice for nonpayment. I had no choice but to switch back to **** ******, as I was not able to communicate with Verizon and they shut us down the following day, after I received the last bill. Today, we are appealing to you, to act on our behalf as we are a David vrs. Goliath, to resolve this conflict.

Desired Settlement: Our desired outcome is that the final total bill of $761.70 will be removed from our account.

Business Response:

Per Verizon records, *** ******'s account monthly rate is $59.99; however as a courtesy Verizon has rerated the bills to reflect the $59.99 monthly rate. With the bundle package of $59.99 your total monthly service including additional monthly fees and applicable surcharges & taxes would have been $110.09, which is $59.99 (phone and internet), $37.16 (additional monthly fees, * detailed breakdown of fee included with this letter that was mailed applicable surcharges & taxes. Your service was with Verizon from Oct **, 2013 to April **, 2014, which is 185 days. The daily rate for your service is $3.67 ($110.09/30 days). The total charge due to Verizon for services rendered was $678.95 ($3.67 X 185 days). Verizon received a payment of $316.60 on December **, 2013, leaving a balance due to Verizon of $362.35 ($678.95 - $316.60). All other pending charges on the account have been credited ($761.70 - $362.35 = $399.35).

Currently the internet service is still working with Verizon

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2014 Billing/Collection Issues | Complaint Details Unavailable
5/24/2014 Problems with Product/Service | Complaint Details Unavailable
5/23/2014 Billing/Collection Issues | Complaint Details Unavailable
5/23/2014 Problems with Product/Service | Complaint Details Unavailable
5/22/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/22/2014 Billing/Collection Issues | Complaint Details Unavailable
5/20/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had Verizon for 4 days and cancel. I was told thay had high speed internet. Thay didnot in my area. I could not watch netflix like I told them. I just received a bill for 105. for what, 4 days. The bill said over due just received today 4/** on line. I have not received a paper bill.

Desired Settlement: Verizon lied to me I owe nothing

Business Response: Our investigation determined the charges included the non-recurring
installation charges of $12.25 for a premise visit $18.21 for network
interface; $39.99 for combo modem and $19.99 activation fee for the internet
service. We had previously agreed to adjust the modem and activation fee for a
credit adjustment of $63.18.

We spoke with customer to acknowledge receipt of complaint.
The customer explained they had not been informed of applicability of
installation charges. We issued an additional adjustment of $30.46 for the balance
of the installation charges leaving a balance owed of $11.85 for service
provided from 3/**/14 to 3/**/14 which customer accepts.

Consumer Response: Better Business Bureau:

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

 

Verizon  Settle on a amount 0f 11.85 to be paid in full . I did pay the 11.85. They  have lie again. They have sent me to collection co for 42.31. I was thinking this was over, I have spent many hours on the phone with them. Verizon cannot tell me why I owe this. I would like to be done with this.The man from Verizon said I will pay it or hurt my credit.  

 

 

Thanks

 

 

complaint ID ********

date filed 4/**/2014

 

 

 

 

 

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


Sincerely,

***** ******




 

Business Response: As previously reported this customer does not owe us anything for his final
account.  All adjustment have now posted
against the account. Any collection notice sent was done so in error and we
sincerely apologize. We have confirmed all billing systems updated to reflect
account closed and paid in full.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/16/2014 Problems with Product/Service | Complaint Details Unavailable
5/16/2014 Problems with Product/Service | Complaint Details Unavailable
5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am reaching out to you because I have experienced great difficulties renewing my TV/Internet/Phone services contract with Verizon FIOS. Since March 2014, I have been logging into my Verizon account trying to renew my services contract for TV/Internet/Phone which expired on April *** 2014. The Verizon website started to push renewal advertisements so I decided to take action right away since I enjoy the service so much. My first attempt at renewing was on March *, 2014 (order #: *************) for which I have a confirmation email stating my renewal would go into effect on April *** 2014. The renewal rate offered online was what I considered a great deal at $124.99/mo. for 24 months. Of course I was 1 month and 1 week early on my current contract expiring, so I waited until April *** 2014 to check for the new contract to be in effect. I contacted online chat representatives over and over and they were helpful, but my account was never updated correctly. I would think my agreeing to the terms of the contract would also expect Verizon to agree to the same terms in which they state. Anyhow, since the representative noticed my account was still expired even with the order processed, they figured I needed to renew again. I agreed so I went step-by-step with them to renew at a rate of $129.99/mo. for 24 months (order #: *************). On April **, 2014 neither the first or the second order processed and I still had no contract with a rate lock. On April **, 2014, I contacted a representative who then directed me to an ******* **********. The ******* ********** said that my orders placed online are being dropped and not allowed to be processed because I am not allowed to pay less that what I am now. I then decided I needed to think about whether or not I wanted to commit to the price I am paying now, or if it was time to end my services with Verizon. Eventually, though my disgust and research on the matter (reading forums and BBB complaints), about what was happening was a "bait and switch". I wanted to contact a person who understood the online system the best so I contacted the ***, ******* ** ******. I provided to him the same information I am in this complaint. A person by the name ** ****** decided to help me and left a voice-mail (which I have saved) along with an email stating the correction that would take place on my account. The email I received is: "Hi *** **********, I just left a message for you on your home number. I currently show your bundle at 139.99, but we are able to get an additional $10 per month off of that price as well. I do apologize for your time and frustration regarding this matter, and your information has been forwarded as well for the online team to review for accuracy. Please let me know if there is anything else I can help you with. Respectfully yours, ** ******". Today, I received a bill at a rate of $149.99 under a 2 year contract without anything mentioned by ** ******. I never agreed to this contract, yet I have to pay $230 to get out of it on top of it all. Below I have listed the only 3 orders I placed with Verizon to renew my services along with the details around each of them. I also have letters from Verizon stating my account could not be renewed, however someone, somewhere renewed met at an incorrect rate. This is a "bait, switch, swindle, and steal". I requested the details order which placed me under this new contract, but now there is silence from Verizon and I have no way of correcting this. 1st attempt (alone using 'renewal' link): Date: March *, 2014 Order Number: ************* Monthly Charges: $124.99 (plus taxes and fees) Term: Months 1-24 ($124.99/mo.) Effective: April *** 2014 2nd Attempt (with representative): Date: April **, 2014 Order Number: ************* Monthly Charges: $129.99 (plus taxes and fees) Term: Months 1-24 ($129.99/mo.) Effective: April *** 2014 ?3rd Attempt (alone through 'account service renewal') ??Date: April **, 2014 Order Number: ************* Monthly Charges: $129.99 (1st month) $139.99 (months 2-24) Effective: ???? If you notice the trend of orders above, I couldn't get any of them to work, but they were all confirmed at one point. Why would I now be contracted to pay more than I originally agreed to, is the question. Thank you. *** **********

Desired Settlement: I would like to receive the pricing plan I originally agreed to on March *, 2014 under order number *************. I like my services with Verizon, much better than any other provider I've had. I don't mind paying an extra month at my old rate, but I refuse to be forced to pay for 2 years I didn't sign up for.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The latest bill now displays a price plan of $139.99 then with a $10.00 discount on top of it bringing the price down to $129.99/mo. This is satisfactory to me.

Sincerely,

******* **********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/16/2014 Problems with Product/Service | Complaint Details Unavailable
5/16/2014 Problems with Product/Service | Complaint Details Unavailable
5/14/2014 Problems with Product/Service | Complaint Details Unavailable
5/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ON DECEMBER ****I PUT A FREEZE ON MY ACCOUNT INSTEAD OF CLOSING THE ACCOUNT BECAUSE I WAS MOVING. I WAS TOLD BY A VERIZON REP THAT TEMPORARY SUSPENSION ON MY ACCOUNT WOULD NOT LEAD TO CHARGES OR BILLING. MY LAST BILL ON DEC ***WAS PAID IN FULL. I CALLED ON MARCH **2014 TO CANCEL MY ACCOUNT. I SPOKE TO 2 VERIZON REPS IN 2 DAYS AND MY ACCOUNT WAS STILL NOT CLOSED OR CANCELLED. VERIZON CONTINUED TO SEND ME A BILL. ON APRIL **I CALLED AND CANCELLED FOR THE ***TIME. THERE IS STILL A BALANCE ON MY ACCOUNT. I DON'T UNDERSTAND WHY VERIZON CONTINUES TO CHARGE ME FOR A CLOSED ACCOUNT. I AM DISPUTING THE LAST BILL OF $131.75 DUE ON APRIL **. MY ACCOUNT NUMBER IS: ******. I WANT THIS ACCOUNT CLOSED AND THERE TO BE A ZERO BALANCE BECAUSE i HAVE NOT USED VERIZON SINCE DECEMBER 2013. THANK YOU.

Desired Settlement: I WANT MY ACCOUNT CLOSED AND I DON'T WANT TO BE BILLED ANYMORE. MY BALANCE IS ZERO. I DON'T OWE ANYTHING. I HAVE NOT USED THIS SERVICE SINCE DECEMBER ***2013.

Business Response: We spoke with customer reviewing the billing and informing a
final bill in preparation which will adjust monthly charges back to 3/**/14. We
are following up for the final bill to review for accuracy and customer has
billing specialist’s name & number to call with any concerns.

Consumer Response: Better Business Bureau:

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


ACCORDING TO VERIZON E-MAILS MY ACCOUNT IS PAST DUE AND THERE IS STILL A BALANCE DUE. THIS IS CONTRARY TO WHAT WAS AGREED OVER THE TELEPHONE BY THE VERIZON REP. MY ACCOUNT BALANCE IS TO BE AT ZERO WITH NO BALANCE DUE. THIS STILL HAS NOT BEEN CORRECTED BY VERIZON CUSTOMER SERVICE. I WILL NOT SETTLE FOR ANYTHING LESS THAN A CLOSED ACCOUNT WITH A ZERO BALANCE. I HAVE REQUESTED SEVERAL TIMES FOR MY ACCOUNT TO BE CLOSED. MY ACCOUNT WAS SUSPENDED FROM DECEMBER **2013 TO MARCH **2014 WHEN IT WAS RE-OPENED TO BE PERMANENTLY TERMINATED WITH NO BALANCE DUE.

 

 

 

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


Sincerely,
************




 

Business Response: We ceased any collection action and followed up for the
final bill to render.

The final bill rendered dated 5/**/14 for a credit of $41.20.
The customer will receive a paper copy of the final bill for his records and a
refund check will follow.

 

 

Consumer Response: Better Business Bureau:

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

Sincerely,

*******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/13/2014 Problems with Product/Service | Complaint Details Unavailable
5/13/2014 Problems with Product/Service | Complaint Details Unavailable
5/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: **** AND ******* ******June **, 2013RE: ******* a/c ********************** ******* account was initiated in August 2012. The first bill was dated 9/**/12. A Video Home Monitoring System was also purchased through ******* Order ******************** dated-8/***/12.The system was to be installed at a Multi-Dwelling home that we own. This dwelling is at a different location than our residence and has 6 tenants, all of whom may or may not have ******* accounts.A ******* technician installed an internet line to the property at *********** in the basement level. The router is in the basement. No tenant has access to the basement nor was given access to this internet Web Code or Password. This is NOT my residence. This is a Multi Dwelling which is owned by us, (**** and ******* ******). We reside at **********************.A Starter kit was needed and purchased to register and access each of 4 cameras. These cameras eventually became up and running. Monthly bills were received and paid with some glitches and annoyances that had not been completely resolved.On May*, 2013, Tenant from Apt. **moved and requested to close their account with *******. This begins a month PLUS, of misinformation, technical errors, clerical errors and seemingly no resolution in the near future and no further Video Monitoring at this site that we are still being charged for. Our above-mentioned account was inadvertently closed. We received an email notifying us of this closure. WE received a Letter ordering us to return the equipment or a $100 fine would be charged. We called ******* to correct this matter. OUR CAMERAS DO NOT WORK.Many hours of interview, repetitively incorrect advice and plans of action have been given with no possibility of the ******* Customer Care Representatives or their **********s being held responsible for the follow up, in order to correct issues pending and possibly even satisfying the customer. ******* TAKES NO RESPONSIBILITY FOR MY PROBLEM. They do not give a call back number or their full name. I only received one name ****** Employee # * ******* She was a ********** and seemed very convinced that she solved the problem so she passed me on to another department that was sure to know the answer. They answered after her briefing to them and then said to me, I understand you would like to purchase a Home Monitoring System. The procedure is the same on each attempt. You are shifted from department to department being required to repeat the scenario yet again. Here are some examples of *******s Customer Care: This account can not be reopened.We will open a new account for you # *********. CAMERAS STILL DONT WORK.There is something wrong with your line.We will send a technician. The tech told ******* there was nothing wrong with the line. CAMERAS STILL DONT WORK.You need a new Starter Kit. $189. It will be there in 1 business day. It was never received. WHY? UPS delivered said Starter Kit to Coatesville, PA on 5/**/13 and signed for by ***. Tracking Number #******************. CAMERAS STILL DONT WORK.Call *******. There is no account number ******* associated with your name. BUT when ******* opened the new account, they demanded a credit card for automatic payment. Therefore, the monthly charge has been charged to Capital One # xxxx xxxx xxxx ****. A dispute has been lodged and the payment has been removed for the time being.BUTCAMERAS STILL NOT WORKINGSTARTER KIT NEVER RECEIVEDSTILL BEING CHARGED**********S CANNOT HELPFrom a Mishandled and VERY FRUSTRATED ******* Customer,******* ****** and **** ****Account_Number: multiple - see expla

Desired Settlement: DesiredSettlementID: Other (requires explanation) Receive starter kit without charge, have cameras reconnected and activated, no charge for days of no service ANDhave a one liason for our account that can resolve this once and for all

Business Response:

Per ******* records,  spoke with *** ******* ****** to address complaint who advised that his HMC cameras stopped working when his tenant moved out and he wished them back up and running. Provided *** ****** with the HMC specialist telephone number that handles these issues. Also offered to transfer him to the HMC specialist for resolution and he also refused that offer.  *** ****** must contact the HMC specialist to resolve this issue.

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

The specialist wanted to do the same thing as the countless other agents who just passed me on and on to other numbers. This "specialist HUNG UP on me! Yes I did get hyper as anyone would, when she proceeded to handle the problem in the same way-pass the buck. She said to hold on and she would connect me to...This person did not acknowledge the notes on my records or she would have realized that this does not resolve the problem, just absolves her of the problem. *** ******* ******

 

 

 

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


Sincerely,

******* ******




 

Business Response:

Per ******* records, Customer's home monitoring service did work, ******* can credit $637.49 which is the amount customer was billed on new account. Customer service was shut off in error; *** ****** wants $1,700 in credit customer refused S637.49 credit says he will go to small claims court.

******* position regarding this issue remains the same.

Consumer Response: Better Business Bureau:

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

 

I want to reopen case # ******* ******* has not resolved the issueI believe I should be able to return the cameras that have not worked since May 2013. ******* has already said they would reimburse for the monthly bills which is saying they acknowledge the inferior home monitoring system. This has been going on since the original complaint in June 2013. Then on April**, 2014 I received the statement that ******* had spoken and the complaint will be closed if I do not respond in 7 days. Well I had been calling them over and over to get an address to file a small claims suit so I could include the file number in my response, but to no avail. That is why I took 8 days to respond.Now that I have the address that BBB helped me find, I will go to file the small claims lawsuit. I will follow up with that file number asap. I think ******* should take their equipment that they sold to me that did not work with the system they hooked me up on. They should reimburse me for the monthly bills as well.$ 1700 total.



Sincerely,

******* ******




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/8/2014 Billing/Collection Issues | Complaint Details Unavailable
5/8/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
5/8/2014 Problems with Product/Service | Complaint Details Unavailable
5/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our verizon fios contract for 2 yrs was coming due, we called up the verizon elite group on 4/**/14 in the Westchester Office to renegotiate our contract for 2 yrs. We spoke with a customer service rep she offered us new agreement that was much higher than what we were paying before. At that time we asked to speak with a ********** or ******* if they could do better. She transferred us to a ******* ***** ********. We agreeded upon a 2 yr agreement which included a $35.00 credit to save us from going to cablevision. This took place on 4/**/14 he sent an email with a preview of our new monthly agreement order number is ************* which said only $5.00 discount. ***** said that $35.00 credit would take 1 to 2 billing cycles to reflect the discount. He said when you get your first bill call me, he gave me his direct line ******* and said that he will take off the $35.00 off the first 2 bills if discount did not go through. Agreement for billing was $202.67 minus $35.00 which would come out to $167.66. We had received the first bill last week 4/**/14 which the bill stated $209.30 not the $202.67 which he sent in an email. I called ***** on 4/**/14 on his direct line and he did not answer, I left a message on his answering machine to call me back.I called the next day Friday and did not answer again left message on machine for him to call me back.No response again. Called again spoke with a customer rep explained situation. He said hold on I will speak with ***** came back to phone and said he will call me back with in the hour on my cell or home phone. We waited all night and he never called. This is been an ongoing situation,for one week that all these messages that have been left by me and other customer reps also **********s from other depts were also involved he never picked up the phone and called us back as a ******* should. I feel we had been lied to,and deceived by verizon management.How does Verizon a huge company have a ******* not live up to the standards of management and Verizon

Desired Settlement: I want this situation from Verizon to be resolved as quickly as possible so I can pay my bill on time like I always do. I would like them to honor the agreement for $167.66 for 24 months that was agreed upon with ******* ***** ******** of the Westchester Office.

Business Response: Verizon contacted the customer and advised that the order
completed on 5/**/14 to add the $35.00 bundle credit for 24 months. A credit of
$36.84 was issued to cover the current bill. The customer was satisfied and the
complaint was closed.

Consumer Response: Better Business Bureau:

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

Sincerely,

*****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/8/2014 Problems with Product/Service | Complaint Details Unavailable
5/7/2014 Problems with Product/Service | Complaint Details Unavailable
5/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have the Dsl service with Verizon since 8 years now; I called on December**, 2012, to see how I can lowered my bill because went up to $36.99 on may 2012 if you use Internet only(before it was $29.99); the representative told me there is a bundle available phone + Dsl @ $49.99 a month . I ask the representative that I have ****** as carrier for the phone if Verizon can switch my ****** number over to verizon without canceling the service from the ****** , the representative said yes and don,t need to call VOnage. We agree on that and the representative place the order and told me the service will be active on Dec**.the service was active on this date but they give me new number which is ###-###-#### as home phone and new Dsl service. I called the same day to report the issue that I need to have **ck my phone number from ****** (###-###-####)and they told me they have to place another again. I called ****verizon the second day because they keep promising they will call me ****, they never did, to check the status again.this time the manager told me he knows the issue and Verizon cannot assign me the same ****** phone number because this number cannot be transfer. I told him to cancel the telephone line and keep the Dsl and he said your request is done..I called today DEc ** for confirmation, they told me the service was not cancel. Today Verizon told me that they cannot cancel the telephone line and live the Dsl; both services must be cancel on same times and I cannot my Dsl **ck because Verizon don,t have this service any more..this is not fair

Desired Settlement: If Verizon cannot switch my number from ****** to Verizon, I want them to cancel the new Verizon phone service and keep the Internet Dsl service..I want this situation to be resolve because right now I have 2 services and 2 bills to pay for no reasons

Business Response:

Verizon contacted the customer and issued the required order to port his number over to Verizon with a double bundle. The order was completed 1/**/13. A Verizon manager has a follow up for the bill to be released at which time an adjustment will be made to compensate double billing for Verizon and ****** service.

Consumer Response: Better Business Bureau:

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

Sincerely,

**********



 

Business Response:

Per the Previous complaint, *** **is disputing his international calls on his Verizon bill. *** ** was advised will credit the ICP (International calling plan) but would then have to re-bill $4.99 for the per minute international plan, $.10/min for all calls made plus any additional per minute charge for Prem Term Fees for calls made to a cell phone. Advised has to pay for the calls made to France either through the plan he had (ICP was removed) or per minute. *** ** has no discount plan now so if he makes any calls, he will be billed at the full rate of, $3.43/min.

The charges were sustained for the calls made to France. Verizon position on this issue remains the same.

Consumer Response: Better Business Bureau:

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

I am not agree.

 

 

 

 

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


Sincerely,

*****************




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/6/2014 Problems with Product/Service | Complaint Details Unavailable
5/6/2014 Problems with Product/Service | Complaint Details Unavailable
5/2/2014 Billing/Collection Issues | Complaint Details Unavailable
5/2/2014 Problems with Product/Service | Complaint Details Unavailable
5/2/2014 Problems with Product/Service | Complaint Details Unavailable
5/1/2014 Billing/Collection Issues | Complaint Details Unavailable
5/1/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/1/2014 Billing/Collection Issues | Complaint Details Unavailable
4/30/2014 Delivery Issues | Complaint Details Unavailable
4/29/2014 Problems with Product/Service | Complaint Details Unavailable
4/29/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
4/28/2014 Billing/Collection Issues | Complaint Details Unavailable
4/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This all started between October and December 2012 I had switched to TimeWarner for TV, internet and phone. I only stayed with Time Warner for about 1 or 2 months. I received a bill from Verizon for $410.00 that said final bill. I made the payment of $410.00 10/**/2012. So that bill was paid. I called Verizon to have my service turned back on and they said I owed $164.20 to have the service turned on so on 12/**/2012 I paid that. The service was turned back on. I never heard from Verizon after that about these bills. In April of 2013 I got really sick and was in the hospital for 1 month. When I came home there were two bills from collection agencies. One of the bills was for $410.00 and the other one was 492.29. I called Verizon to asked and they said I owed the $492.29 on the cell phone account and they said that the $410.00 payment went to the cell phones account and this $410.00 was transfer from Fios. 1. The bill was paid. 2. I never had Fios. The only thing I had with verizon was my cell phone account and the internet which was $29.99 per month I had not had the internet with verizon for that long so there was no way that bill could of been anywhere near $410.00 So I don't know what this bill is but I did pay it. Verizon said my cell phone was $892.20. But I have bank statement showing that every month the bills were paid. I also paid $400.00 on 11/**/12 and then the $164.20. The $410.00 the $400.00 and the $164.20 more then covered the cell phone bill. and the Bill that they said was transfer from Fios I am not paying because I don't even know what it is and Verizon can't give me any more information and I had a one bill account which is when the wireless and internet was on the same bill. I have my TV through Dish Network and never had TV from Verizon so I don't know where this bill came from. I have been going round and round with Verizon about this and sent in my bank statements in to them 4 times and nothing is being done so I am hoping you can help. I have had my cell phones with Verizon for years and When I went back to verison I got the phone, internet, and the cell phone I have never lost service and the phones were never turned off. If I owed any money to Verizon they would not have turned my service back on or they would have turned off my phones. They never did that so in Oct.- Dec. I had a balance of $164.20 that was paid but then in April I get the collects statement saying I owed $892.00 and they put it on my credit report.

Desired Settlement: I would like Verizon to credit these bills and take the amounts off my credit reports. This has been going on for 1 year and it is really brings my credit score down Best part is they were paid.

Business Response: We are continuing to work on this matter with the customer.  We will respond by 3/**/14 with a resolution.

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 Verizon did address and resolve the issue of the $410.00 but there is still the outstanding issue of the $492.31.  I disagree with **** ******* explaination of why I owe the $492.31.  I would like this to be researched further and taken of my credit report.

 

 

 

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


Sincerely,

***************




 

Consumer Response: Better Business Bureau:

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

[Your Answer Here]I do not agree with Verizon on the $492.31.  I do believe that amount was paid.  I have requested copies of the January, February, and March bills from yet another collection agency to compare the payment I made to Verizon and my bank account. 

The original bill was in December 2012 but I think I paid that so I just want to be sure so as of now I disagree with Verizon

 

 

 

 

 

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


Sincerely,

***********  *****




 

Business Response: *** ****** from Verizon spoke to the customer *** ***** who states that she received all of the documentation showing that the charges are correct
she just got all those copies in the mail this past weekend. She is going to review them she will call *** ****** back.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After many discussions with ******* ******* ******* ******* ******** we agreed to renew our service last September (2012). We were ASSURED many times that we could cancel our service with no charges if we moved, as there were issues with our lease and we weren't sure if we could stay in our offices. We made this EXTREMELY clear to *** ******** and he confirmed several times that indeed there would be no charge if we moved. In fact our lease *was* terminated and we had to move out of our space Nov **, 2012. We called/emailed many many many times to cancel our service (there is a very long email trail with ******* and ****** ******). We were informed that significant termination charges would be applied, despite earlier assurances there would be none. Then it took several months to get ****** to cancel the ******* (again much redundant back and forth), even though we were out of the space and not using your service... there were continual and nonsensical emails when all we wanted was service termination for service we weren't using (the entire floor was demolished by the landlord after we vacated). Then we found we were still being auto-charged on our Credit Card, so we disabled that. Now we find we are STILL being charged, despite being told the service was terminated! This is crazy. Service should have been terminated as of Nov **, when we moved out. How can it still be active? We were assured it was terminated in January. There IS NO SERVICE.

Desired Settlement: We need: 1) The service ACTUALLY BE TERMINATED, at no charge. 2) All outstanding charges on the ******* removed. 3) A refund of our Jan payment that ******* auto-deducted from our Amex card of $757.10 and a partial / prorated refund of the Nov 2012 bill in the amount of $528. (total to be refunded = $1,285.10)

Business Response:

Per ******* records: The install due date was 1/**/00. Installed T1 – circuit under 5 year term plan. ******** DD 3/**/01 EBD 3/*/01 - disconnected circuit. Bill $1,828.40 Early Termination Liability Charges - Current ******* Balance - $0.00. This ******* has been disconnected since 2001.  

 

Consumer Response: Better Business Bureau:

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

 

RE: Acct. No. *******In April 2013 we finally resolved a dispute with ******* related to the cancelling of our ******* and termination of our contract, and both parties agreed that ******* was responsible for cancelling our ******* and refunding our overcharges. I Quote below from an email from ***** *******, ******* ************** - ******* Enterprise Solutions: "RE (**************): FW: Urgent: ******* Problem(s) E 79 Complex Work V *******Familiar Disconnect order ******** has been completed with a bill cease date of 2/**/13, an additional credit has been issued to cover the time frame of 11/**/12 thru 2/**/13 totaling $2072.08. Also since the circuit was still under contract term charges of $719.36 have been assessed. Regarding payments made 12/**/12 and 1/**/13 for $804.24 and $757.10-they have been returned as of 3/**/13. Thank you for doing business with *******. ***** ********, ******* **************- ******* Enterprise Solutions Tel: ###-###-#### / Office Address: *************" Our over-payments were in fact returned earlier this year (YOU, *******, calculated what should be returned) and we assumed the contract terminated as per discussion. We have just started receiving collections notices regarding an outstanding amount about which we were never informed. I have contacted customer care and ****** ******* and while they've agreed to look into I have not heard back despite repeated attempts to contact them over the past week. Total silence. Furthermore, it is outrageous to have put us into collections... we received NO mail, email or phone calls about an overdue amount (there should of course be NO overdue amount, but even so, it would have been easy to contact us via normal means... you have our addresses - both snail and electronic - and you have our phone numbers). These charges should be removed and RMS collections notified that we do not owe any money. I have email trails, etc. verifying all of the above.

These charges should be removed and RMS collections notified that we do not owe any money. The ******* should be verified as CLOSED and no more charges should accrue.
Desired Settlement: Billing Adjustment

 

 

 

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


Sincerely,

***************




 

Business Response: Customer was advised of term charges. Moving service means establishing same type of ******* service in new location. Customer went to a different provider. Term charges are 100% valid.  ******* position on this issue remains the same. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/24/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/24/2014 Billing/Collection Issues | Complaint Details Unavailable
4/23/2014 Problems with Product/Service | Complaint Details Unavailable
4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Verizon Fios is charging me a $64.99 fee for a jack installation I didn't authorize. I was told it would be removed, and now I'm being told it's not. I had Verizon Fios installed in my apartment 4/**/14. The technician, unbeknownst to me, apparently installed a jack. A few hours later I got an email advising me that I was being charged another $64.99 for that. This item was not in my original purchase order (which I have saved in my email), as customer service reps have claimed. I have spent 10+ hours on the phone/online trying to get this corrected. In an online chat with an agent on 4/**, I was told that it would be removed. I saved the conversation, her ID#, etc. I then got my bill, about a week later, which still had the charge on it. When I contacted another live agent, I was told they were not removing the fee because I was told about the install via email. Which I was not. Only AFTER the technician left my house, did I receive an email. And never was I asked if that was ok. I'm not a technical expert, but this house previously had Verizon Fios. I find it hard to believe there was no phone jack in a house built before the advent of cell phones. And even if there was not, I did not authorize the installation of one. (I wouldn't have needed it, I have cell phones.) How is Verizon permitted to tack on any fees they wish? What's to stop them at $64.99. And I am a new customer- I can only see it going downhill from here. Not to mention- the technician left my house without activating one of the tv boxes. The most basic of steps that he neglected, cost me another 4 hours (yes, 4 hours) holding for a rep to do it- and it took ONE minute. The service all around has been awful. And by the way, Verizon, your technician accepted a handsome gratuity. Which I understand they are not supposed to do.

Desired Settlement: Remove the $64.99 fee from my bill. Account #*****************

Consumer Response: Better Business Bureau:

Verizon has refunded the charges as I requested in reference to complaint ID **************, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/21/2014 Problems with Product/Service | Complaint Details Unavailable
4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March ***the internet and phone in my business stopped working. We could not process credit cards, manage our company-wide inventory (as it is all connected to that location), use our client management systems, communicate with anyone at the office (other than employee cell phone, which of course, service happens to be terrible inside that location), and much more. Being a business client, these are things I would expect a company like Verizon to be sensitive to and have a plan of action in place for. A tech didn't come out until Wednesday. He couldn't solve the problem. Another tech came on Thurs or Fri and he couldn't solve the problem. He said it wasn't a local issue, that it would have to be taken care of at headquarters. As of the following Tuesday, I hadn't heard from anyone and the problem wasn't fixed, so I called and after over 1.5 hours of waiting and being transferred around, no one seemed aware of my issue or if they were, how to fix it. They sent out techs again later last week and again, they couldn't fix it and said they would pass it onto headquarters again. As of Friday, the problem wasn't fixed and we hadn't heard from anyone. We called at least 5 times since yesterday and today. We are losing thousands of dollars, this is completely outrageous and heinous that a company that provides such crucial services as verizon, could let this happen to a business customer. They have issued refunds for the time the service was out, but $57 cannot make up for the damage and ongoing damage they are causing my business. What makes matters worse is that I tried to switch to Time Warner so that I could get my business up and running again and Verizon didn't port the numbers in time for the installation, so Time Warner cancelled their installation. Now I have to wait another week. How can this be happening??!! And with no communication from Verizon at all unless we call to harass them.

Desired Settlement: I will switch to Time Warner regardless of repair because I cannot take the risk that this will happen again. Of course, they must port the numbers right away to allow me to switch. Repair isn't something that should require a settlement, that just needs to happen regardless of my complaints. With that in mind I believe I am due as large a refund as possible and not just one month's service, as many months service as they can give for me to not continue a massive campaign against them. I will not let this loss be in vain, so that it can happen to another business that may be put out of business with this kind of interruption of services. Luckily I have other offices to keep me going, what if this was my only office? They cannot be allowed to let this happen to anyone else again.

Consumer Response: Hello,

Sorry for the miscommunication. To clarify I am asking for the settlement to include a complete repair of the problem as soon as possible and a refund for all services for the whole month of March. 

Thank you for the opportunity to clarify.

Regards,
*********

Business Response:
Repair outage associated with cable failure which was
cleared on 4/**/14. We arranged one month’s credit for service (phone and
internet) and the credit will appear on customer’s billing statement dated
April **, 2014. The customer informed will be changing providers and any issues
with the change of provider must be addressed by the new provider.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2014 Problems with Product/Service | Complaint Details Unavailable
4/18/2014 Problems with Product/Service | Complaint Details Unavailable
4/18/2014 Problems with Product/Service | Complaint Details Unavailable
4/17/2014 Billing/Collection Issues | Complaint Details Unavailable
4/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First Verizon added a $0.99 per month surcharge to my existing contract. I received a new bill with a new FIOS digital voice surcharge of $0.99 per month. Since these charges are added to the price of my service and aren't optional, I asked for an offset to these fees in some manner. The representative refused. I asked this agent if raising the price of my service would allow me to cancel my contract without charge and was told no. The agent essentially said that as long as Verizon didn't change the $79.99 price of my contract that Verizon could add as many fees as it wanted. Since adding required fees has the same effect as raising the $79.99, I asked to be transferred to a supervisor. After waiting on hold for an hour and hearing a lot of static, I gave up and filed this complaint

Desired Settlement: Please either refund the added charges or provide some other service like additional movie channels to offset these increases.

Business Response: *** ********** was advised of the Price Increase Effective May **, 2014, Verizon will apply an FDV Administrative Charge of $0.99 per FiOS Digital Voice line. This monthly surcharge helps defray account servicing costs associated with providing voice services. This is a Verizon surcharge, not a tax or governmental fee. Visit *********** for more information. Advised customer if customer cancels prior to May **, 2014, there will be no early termination fee. *** ********** agreed to resolution.

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

Verizon refused to remove the added charge which effectively increases the price I am required to pay if I remain with Verizon. I would like to continue to pay the same amount that I agreed to when my contract began. This is the second mandatory price increase that Verizon has added to my basic services. Being let out of a contract because of a change that Verizon made is not the same thing as being permitted to continue my original agreement.

 

 

 

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


Sincerely,

******* **********




 

Business Response:

Customer was advised .99 surcharge added to bill is for the bundle pricing and included within his terms of service. Customer wants Verizon to adjust charges. Advised unable to refund .99 surcharges. Customer understands but not happy with explanation.

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 

Although I believe Verizon FIOS is a great product and I intend to remain a customer, I am annoyed that Verizon has raised the cost of using its services three times during my contract. Although one of the price increases was for cable boxes, which are not covered by the price guarantee, since many channels can't be viewed without a cable box or cable card it isn't possible to watch all of the stations in my package without renting a box or card from Verizon.

Verizon agrees that there is a price guarantee in Verizon's terms of service that prevents Verizon from increasing the price of a customer's services during the contract term. Verizon acknowledges that it has added mandatory non-governmental fee(s) during the contractual period. Verizon admits that it doesn't matter whether a cost increase is called a price increase or a surcharge, since the costs of using its service increases by the same amount either way. I disagree with Verizon's assertion that calling a price increase something else somehow changes its character.




 

 

 

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


Sincerely,

*********** **********




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In June of 2012, I moved within Brooklyn, New York. Before my move, I made several attempts to cancel my Verizon high speed internet account. Despite receiving confirmation from a number of customer service representatives that my account had been closed, it in fact remained open and billing to the account continued. I continued to pay for my account, despite the fact that I was no longer using the service. On August **, 2012 I finally received confirmation via email that my account had finally been closed. That same day, I spoke to a customer service representative who informed me that there was a zero balance on my account and no further billing would occur. I gave the representative my new address so that shipping materials could be sent to me for the return of my WiFi router. In March of 2013, I received a notice from the CBE Group, a collection agency, informing me that I owed $64.98 on my Verizon account – although I had been told by a Verizon representative that my account was closed and paid in full. I received no other correspondence concerning my account from Verizon or any other entity in the interim. In an effort to prevent this error from affecting my credit, I paid the amount to the collection agency immediately and in full. Despite this, a past due account with Verizon is now listed on my credit reports.

Desired Settlement: I wish for the erroneous derogatory mark to be removed from my credit reports and to be refunded for the $64.98 paid to the CBE Group. Thank you in advance for your assistance, and please feel free to contact me with any questions.

Business Response: An email was sent to *** ***** on 7/**/13 with copies of her billing showing the current charges are correct. 

Consumer Response:

Better Business Bureau:

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

Although Verizon claims to have sent me "copies of [my] billing showing the current charges are correct," they in fact only sent me three Microsoft Word documents containing screen captures of partial billing information for my account (attached). They have not provided me with copies of the actual bills they claim were sent to me concerning my account.

Furthermore, these screen captures do not address the main point of my complaint: although I was told by a Verizon representative on August **, 2012 that my account had been closed and was paid in full, in March of 2013 I was contacted by the CBE Group, a collection agency, concerning an outstanding balance on my account. In the interim, I was not notified by Verizon or any other entity concerning an unpaid balance on the account.

In an effort to prevent this error from affecting my credit, I paid the amount to the collection agency immediately and in full. Despite this, a collections account with Verizon is now listed on my credit reports. All three credit reporting agencies as well as the CBE Group have informed me that only Verizon can initiate the deletion of this collections account from my credit reports. 

*** ****** ***, the Verizon Escalations representative who contacted me regarding this complaint, referred me to Verizon’s finance department, and they in turn referred me to Verizon’s In-house Recovery department. The In-house Recovery department representative with whom I spoke informed me that my account is not eligible for deletion, and that only by initiating a dispute with Verizon’s billing department could my collections account become eligible for such a deletion.

At this time, all I want is for the collections account to be deleted from my credit reports. I believe that this would be a fair outcome, as Verizon has not produced any documents showing that bills were actually sent to me by Verizon following the August **, 2012 closing of my account.

Thank you for your attention to this matter, and please feel free to contact me at any time.

Sincerely,

*** *****




 

Business Response: Per Verizon records, *** ***** now has a zero balance and no longer with a collection agency.  $64.98 posted on 05/**/2013.  *** *****'s final bill received date was 09/**/2012. Verizon is unable to remove *** ***** from the credit report.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: All our telephone services have been disrupted for a total of 7 lines over 5 days so far, resulting in 100's to 1000's of dollars in loss to our business. We have made numerous phone calls trying to obtain, at the very least, a time frame for the restoration of the service. No estimation was given and countless hours were spent on hold waiting for such service. The losses we are suffering has accumulated to $25,000 per day plus other related losses which is difficult to monetize at the current time. Once the service is restored, we will be able to evaluate the total value of this claim. As of this date, this information has not been provided. Verizon is a major world corporation providing service to millions of customers and its impossible to find a single person to take responsibility for this horrendous failure within a company that has countless employees.

Desired Settlement: Immediate service restoration and compensation for loss of business suffered during this service interruption.

Business Response: Case closed. We found the Customer placed a disconnect order for all lines due 3/**/14.  thx

Consumer Response: *****************

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

The reason for disconnect was exactly the occurrence and ignorance of Verizon to correct the problem and to compensate our company for significant loss of business.

To disconnect and to transfer telephone service to another provider was our solution to insure that this type of problem and further ignorance of the provider will not be repeated in the future.

This problem caused by Verizon resulted in well over $150,000 in lost revenues. This must be compensated by Verizon.


 

 

 

 

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


Sincerely,

****************




 

Consumer Response: Better Business Bureau:

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


Verizon claims that credits were issued. We need to see our balance at zero before we agree to close this case.

 

 

 

 

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


Sincerely,

****************




 

Business Response: ***** ******* from Verizon just called and spoke with the customer *** ***** and advised him again that the credit was applied to his Final Bill and that he has a
credit balance of $56.23.  

She also advised him per Collection that he should be receiving a revised final bill within the next couple of weeks.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I had verizon internet and phone service at our previous address. When we had the service it worked terribly, the phoneand internet would go out for weeks at a time witn poor customerservice and resolution of the issue. We spoke to a representative in march becuse we moved and the previous service was suppose to be disconnected in February **. The woman we spoke to assured us that theservice would be disconnected, backdated, there would be no balance remaining, and the refund of 100.00 we put down would be refunded. To date we are stillbeing billed for the oldservice. Wehavehad to call many times and each time we havebeen lied to by rep after rep and no one has held up the promises that have been made or resolution to the problem.

Desired Settlement: I want our former account disconnected, balance adjusted to zero the way we were told it wouldbe, and our deposit refunded

Business Response: Multiple calls were
made to this complainant who failed to respond. A closing letter has been
mailed advising that Verizon issued an additional credit to the final account of $43.66. This credits
all charges billed beyond the requested termination date of February **, 2014.
The remaining balance is $71.06 and is for service prior to February **, 2014.
The deposit of $100.00 will be applied to this balance and the
complainant will
receive a refund of $28.94. The name and number of a Verizon ******* has been
provided for any further questions.

 

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 

 My wife called Verizon back in reference to this complaint to speak to the woman who called. My wife left a message and still has not received a call back. This is the worst customer service we have ever received. This has not been solved to our satisfaction. 

 

 

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


Sincerely,

****************




 

Business Response: The customer
was contacted and it was explained that a letter of billing explanation had
been mailed. It was agreed that the ******* would follow up for the final bill to
be rendered and contact the customer to review it.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/16/2014 Problems with Product/Service | Complaint Details Unavailable
4/16/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/15/2014 Billing/Collection Issues | Complaint Details Unavailable
4/15/2014 Billing/Collection Issues | Complaint Details Unavailable
4/15/2014 Billing/Collection Issues | Complaint Details Unavailable
4/15/2014 Problems with Product/Service | Complaint Details Unavailable
4/15/2014 Problems with Product/Service | Complaint Details Unavailable
4/11/2014 Problems with Product/Service | Complaint Details Unavailable
4/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My issue began nearly a year ago and has not been properly corrected by Verizon to date. The services I receive are residential DSL internet service. I do not have a phone line nor did I ever sign up for one. However, Verizon has two separate accounts: one for my nonexistent phone line (###-###-####) and one for my DSL services. Through no fault of my own, each time I have made a payment via my verizon online website, the payment has been erroneously credited to this "ghost account" for phone services. At one point approximately 6 months ago, I had to submit my bank statements to show that a payment I made, with the assistance of a representative while speaking to him on the phone, actually posted from my account to Verizon. I filed a complaint with BBB around that time as my frustration with trying to have my issue resolved became unbearable (and after my service was suspended). After filing that complaint, I was contacted by a representative who assured me that all my payments would be credited to my account, that I actually had a credit and that said credit would be applied to my account each month until I received a bill showing that I owed money again. Additionally, the two accounts were supposed to be "merged" so that these issues do not continue. Foolishly, I accepted the explanations offered and assurances from this individual. Months later, I realized that the same thing had again happened. Payments I make online are being credited to this ghost account phone line, despite the fact that Verizon was supposed to have merged the accounts already as part of the resolution of my prior complaint. Upon receiving a notice in the mail indicating I was past due for approximately three months, I reached out to Verizon. This lasted for several weeks as I was initially promised a call back (which I did receive), only to be told during that call back that the rep could not assist me and I was provided with another number. The number turned out to be the billing department. After several attempts to speak with someone at the billing department, I was finally told that the issue would be resolved. Another Verizon rep from another dept. who was allegedly capable of merging the accounts, conferenced in and explained that she would have the accounts merged. The billing department stated that my credit would be transferred to my outstanding bill. It is important to note that I mentioned to these reps that I received the past due notice and expressed my concern that my services would NOT be interrupted. I was assured that they would not as the reps had made notations in their systems and set up service tickets. About a week went by and I received no notification that my problems had been resolved. I then received a letter in the mail indicating I now owe $158.92 dollars as another bill is apparently due. Another critical note at this point is that I have been getting charged for late fees this entire time, which are completely erroneous and must be removed from my account. After receiving this letter, I immediately called Verizon to try to resolve the issue and make sure that my account is being credited the amount I am currently owed ($261.91). I could not reach a live representative as I called "after hours". The next day (yesterday), my service was suspended. I called the billing department last night to try to restore my services. The representative advised that she could only accept a payment for what was due to restore services. She claimed that she could not "see" my other "account" (the one that doesn't in fact exist). She said I would need to be transferred to the NY office to discuss the "phone line" and have the credit issued. Upon being redirected, I was only transferred to an automated line as it was after business hours. At this point, I can no longer wait idly for Verizon to correct these issues. I am tired of being treated this way and frustrated that I am constantly thrown from representative to representative and never given any assistance or resolution. This issue has been ongoing for nearly a year and Verizon has proven to be the worst customer service department of any business I have ever dealt with.

Desired Settlement: At this point, I want what has been promised to me time and time again and I want it IMMEDIATELY: 1. Merge the two "accounts" so this issue does not persist 2. Refund me all the money that is currently credited to my account or apply what I am owed to the current "outstanding charges" 3. Remove ALL late charges 4. Provide me with a free credit report evidencing that Verizon has not negatively impacted my credit due to their own incompetence Failure to comply with these demands within 72 business hours will result in taking additional legal steps/remedies.

Business Response:

Our investigation determined payments were being posted in error against the incorrect account. We issued referrals to have the accounts merged and had the data service restored. We confirmed accounts merged and services restored. We left messages for customer to apologize for the problems and provided contact information for customer if any issues unresolved.

Consumer Response: Better Business Bureau:

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

 

*** ******:

 

Thank you for returning my call. As stated during our conversation, I do not believe that the appropriate steps have been taken by Verizon to correct the ongoing issues that I have had (and continue to experience presently). Specifically, when I log onto my account it still shows two separate accounts, one for which I am owed $261.91 from Verizon and another which claims an amount due of $185.31. I continue to receive monthly bills from Verizon indicating that I am past due in the latter amount. Also, when I log into my account on my computer, I get a notice saying my account is in default and requests I make a payment.

 

In an effort to rectify this situation and put both parties back to square one, I would prefer if Verizon sent me a check for the difference between the balances referenced above. Additionally, it is crucial (and what I initially requested in my complaint) that Verizon fixes my online account so that there truly is only one account. I have been promised that the accounts would be “merged” several times and also have been told that they were, indeed, merged. This is blatantly false and I can provide screenshots to prove this (attached). You will notice in the bottom left hand corner that it shows the same account number, yet two different bills.

 

To reiterate, my services have been suspended twice in the past year or so. I have had to provide bank statements evidencing a payment I made (at the instruction of a representative while on the phone with him) that was never credited to my account. I have now filed two complaints against Verizon for the same issue, have been told several times that the issue would be or had been resolved, and still have the same issue.

 

Your assistance in bringing about a resolution to this matter would be greatly appreciated.

 

Thank you for your time.

 

Best,

*********

 

 

 

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


Sincerely,

***************




 

Business Response: Per Verizon billing issue resolved. No further issues with payments credit amount will be transferred to live account, that leaves a credit balance of $84.60. Verizon billing will follow up to ensure everything posts and account is correct.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Problems with Product/Service | Complaint Details Unavailable
4/10/2014 Billing/Collection Issues | Complaint Details Unavailable
4/10/2014 Problems with Product/Service | Complaint Details Unavailable
4/9/2014 Problems with Product/Service | Complaint Details Unavailable
4/8/2014 Billing/Collection Issues | Complaint Details Unavailable
4/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi,This is regarding an internet/phone service I signed up with Verizon. I started using Verizon's internet and phone services on September 2013, the service included internet connection, 2 phone lines. With no service contract in place with Verizon, I swithed Internet/phone service to Optimum Online on December 2013. Right after the switch, I called Verizon to discontinue the service. One the phone, I was told by the service representive that I didn't need to do anything, because they could see another Internet/phone provider had taken over the phone number. During my time with Verizon, I paid every monhth's bill on time. Since I discontinued the service, I kept receiving bills from Verizon. I called again on Jan ***2014, a Verizon billing representive named ***** told me there was a mistake in the system, and if I paid a final bill of 34.03, that would settle the difference. I paid the amount, check clear on Jan **, 2014. Bills from Verizon has not stopped coming in. Last bill I got for March stated that my balance is 184.26.I have no idea what service Verizon provided that I need to pay that amount.Account detail********************************************

Desired Settlement: DesiredSettlementID: Not applicable The bill is not applicable to me. There should not be outstanding balance for this account.

Business Response:

Per Billing

1) In December 2013 your new service provider placed an order requesting ###-###-#### be changed from Verizon to them. The new provider did not request your additional line (###-###-####) or the internet, therefore both remained with Verizon. 2) In January 2014 you called Verizon regarding a bill you received. A credit was issued but neither the additional line (###-###-####) nor the internet account were closed.
3) On March **, 2014 account number ###-###-#### was terminated. The balance due on that account is $184.26. Issued a credit for the balance on that account. Once the credit posts to the account (in 3-5 days) the balance on the account will be zero. 4) Issued an order to close data account, as of March **, 2014.  The final bill for this account will be rendered within 2 weeks, please disregard this bill. Once the final bill has been generated will issue a credit to make the balance due zero.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2014 Delivery Issues | Complaint Details Unavailable
4/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged a termination fee after cancelling my Verizon Fios service in November. I was always a month-to-month customer and never agreed to a contract in any form, since I was selling my home.After calling Verizon no less that six times and speaking to a representative to resolve this issue, I was told they had to check their audio recording to determine whether I did, in fact, agree to a contract, and was told they would respond within 72 hours. I have never received a return phone call, and have since spent several hours speaking to reps over the past three months, with no information or resolution.After viewing my credit report, I noticed Verizon put me into collections.

Desired Settlement: Remove the claimed outstanding balance of $240.14 on my account

Business Response: Verizon billing has adjusted the early termination charge of $190.00.  This adjustment leaves the account with a final balance owing of $50.14.  The amount is for partial charges from your
last bill cycle before the account was terminated.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/5/2014 Problems with Product/Service | Complaint Details Unavailable
4/5/2014 Problems with Product/Service | Complaint Details Unavailable
4/4/2014 Billing/Collection Issues | Complaint Details Unavailable
4/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband called Verizon FIOS 10 days ago to ask about new service ( internet, phone, cable) . Our neighbors across the street and directly to our left both have Verizon FIOS. The salesperson looked at a map and said there is a line running through the road directly in front of our house. The people across the street and to the right of our home are Foster, RI *****and part of our property is in RI and part in CT, we have a CT zipcode. We called a total of 7 times, spoke with 3 *********** and I filed a claim with the corporate office in NJ because we were promised a call back and no one has called us back about auditing our property ( we were told on 3 occasions someone would be out) . We were told by the initial salesperson that our property is eligible to be audited so that we can have service with Verizon and we tried multiple times to have someone come out to our property and this never happened. Each time I call, there are no notes about our issue and we have to explain our situation over and over again. We are so in shock by this lack of respect and customer service. All we are trying to do is set up new service and we have been lied to and treated terribly. Our escalated claim number is *****. I called at 9am on March ***because I never heard back from the NJ corporate office and was told I would receive a call no later than Monday, March ***. How do you run a business this way?

Desired Settlement: AUDIT our PROPERTY and CALL US BACK.

Business Response: We do not handle the CT area where the customer lives.  Messages were left for the customer.  Case closed

Consumer Response: Better Business Bureau:

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

 Our property is 1/2 in Rhode Island and 1/2 in Connecticut. We were instructed by a VERIZON SALES REPRESENTATIVE  that our property COULD BE AND WOULD BE AUDITIED for service due to our neighbors directly across the street and to the left of our house having VERIZON  as their carrier. The VERIZON SALES REPRESENTATIVE PULLED UP A SATELLITE PICTURE OF OUR HOUSE AND SAID THERE IS A VERIZON LINE RUNNING IN THE MIDDLE OF THE ROAD DIRECTLY IN FRONT OF OUR HOUSE. We have a CT zip code, but our home is on a RI road!  Your service is TERRIBLE

 

 

 

 

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


Sincerely,

*****************



 

Business Response: spoke to ***** at 4:20pm today on her cell phone. I explained that unfortunately regardless of how close she is to the FiOS capable Rhode Island border E911 and tax records would have her settled in a Connecticut community for which Verizon doesn't service. She appreciated that explanation. She was led to believe we could do a survey and try and get her the service. Because she didnt have an active account for notes and no follow thru on the sales reps part it did lead to a rather frustrating process for her with each subsequent call to us.

thanks

Consumer Response: *****************
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I HAVE BEEN USING VERIZON FOR MY BUSINESS PHONE CARRIER OVER 15 YEARS. I CALLED VERIZON ***, ON 1/**/2014,11am, SPOKE WITH ***, THAT WE OUT-OF-BUSINESS AND CANCELLED VERIZON SERVICE AS OF 2/**/2014,FRIDAY--*** SAID THE BILLING CIRCLE CUT ON 21TH, SO WE CUT SERVICE WITH THE SAME DATE AND SHE TOLD ME THE (CONFIRMATION NO. NY*********57)BILLING TOTAL FOR PERIOD JAN **--FEB 22,2014, AMOUNT $307.89 WAS PAID BY CHECK #***, WAS CONFIRMED RECEIVED BY VERIZON'S EMAIL.(ATTACHED BELOW). BUT I STILL RECEIVING TILL NOW BILLING DATE FROM 2/**/14-3/21/14 $334.03 I CONTACTED VERIZON, ***** on 2/**/14, she said VERIZON made internal mistake, will credit back to zero balance, don't worry. Again, I received email another invoice of $281.92 for period 3/**-4/**/2014, please help me to solve this problem.Thank you and best regards. ---****** ****** ###-###-####Verizon Dear Valued Verizon Customer,Your payment arrangement on Verizon account ending in 3320 has been noted. You agreed to pay $307.89 on 01/**/2014.We would like to stress the importance of keeping this payment arrangement to avoid receiving a suspension letter and/or possible interruption of service. Sincerely,Your Verizon Team

Desired Settlement: I have nothing owed VERIZON, all payment was fully paid. I need VERIZON correct the mistake, and bring zero balance regarding * ******* ** INC (Account ####-###-####-***). And contact me regarding the situation.

Business Response: Our investigation determined we billed customer a $225 early
termination fee in error. The balance of charges of $56.92 is for international
calls made prior to disconnection included on the final bill and revised final
bill.  We spoke with customer to
apologize for the problems and reviewed the charges and credit applied. Copies
of the final bill and revised final bill were faxed to customer for their
review.

We appreciate the customer bringing this to our attention.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ***********, and find that this resolution is satisfactory to me and the matter has been resolved.
I had arrangement a payment of $56.92 bank cheque, send to Verizon as final payment.  I heartily appreciate your kind help for this matter.

Sincerely,

**************
Reply from VERIZON 
Good Evening *************
There was a problem with the fax therefore I received authorization to email you a copies of the bills we discussed.  Please see the attached copies of the final and the revised final bills for your previous Verizon account.

A credit has been issued for $**5.00 for the early termination charges.  The credit will pos to the account within the next 3-5 business days leaving you with a balance due of $56.92.  The balance due is the accumulation of charges from Verizon long distance.

$334.03 Charges on final bill dated 02/**/14
-$52.11 Credit due to disconnection of service (see bill dated 03/**/14)
_______
$281.92 Revised final bill dated 03/**/14
-$**5.00 Credit issued for early termination charges on bill dated 02/**/14
________
$56.92 Balance due


*********************


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/3/2014 Problems with Product/Service | Complaint Details Unavailable
4/1/2014 Billing/Collection Issues | Complaint Details Unavailable
4/1/2014 Problems with Product/Service | Complaint Details Unavailable
4/1/2014 Billing/Collection Issues | Complaint Details Unavailable
3/31/2014 Problems with Product/Service | Complaint Details Unavailable
3/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I believe that they are billing me in error and the late payment needs to be removed.

Business Response: Customer disputing Feb bill received for a total of $211.72 feeling payments made not
applied.

Our investigation found:

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

Dec bill for $108.17 - $5.77 credit = $102.40 (paid $102.40 on
****
Jan $103.40 no payment received

Feb $108.32 no payment received

The $211.72 was the
total amount of the January 2014 and the February 2014 bills.

Duplicate copies of the bills were emailed to the customer
and then subsequently mailed on 3/**/14 when customer informed the email was
not received.

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

We thank customer for the payment. We mailed a letter to customer on 3/**/14
providing customer with billing specialist’s name and direct number to call if
there are any questions or concerns upon receipt of duplicate copies of the
bills. 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2014 Problems with Product/Service | Complaint Details Unavailable
3/29/2014 Billing/Collection Issues | Complaint Details Unavailable
3/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a DSL internet account with verizon and have had shoddy internet connection for many months, on and off, on and off without proper credit for loss services. Instead they have raised my bill from 29.99, my original contract to over $40 with less reliable service. I am lucky to be able to fill an online compliant while I can. I cannot get any internet services that I pay for independently like ******* or **** and they have threatened to charge me for checking their lines outside of my apartment. The three times I tried to upgrade to FIOS their technicians didn't show costing me three and half days pay which they wouldn't reimburse me for. And now they are trying to strong arm me again to upgrade with no assurances they'll even show to do the upgrade which I don't want now. Given this is a company which gives information on all their customers to the government without customer approval much less knowledge, they are now emboldened to directly steal from all their customers as well. I cannot tolerate this arrogant posture they have taken to steal and provide no services with impunity, please help stop this corporate tyranny that they exhibit. How long do have to bow to every giant lawless corporation? It's time we fight these thugs at every turn. Please help me.

Desired Settlement: Review their lack of credit for no service issues, their raising of fees not stipulated in my contract and repair my service.

Business Response: We issued credit for the internet service ($34.99) and
referred to Verizon On-Line technical support to assist customer in resolving
issues. A different type modem was ordered for the customer. The customer
confirmed receipt of modem but no time yet to connect it. The customer will
contact technical support when he finds the time.

We thank the customer for bringing these concerns to our
attention and providing us with an opportunity to address his concerns.

Consumer Response: Complaint: *******

I am rejecting this response because:I still cannot my windows live mail and I'm 100% percent sure I never will. Their arrogance is astounding.  They bouncing me back and forth between microsoft and themselves with no satisfaction whatsoever. They cut me off while on hold and then deny it. I'm sick of it. This is what happens when companies become to big to fail and to big to even offer any fair resolution while they continue to pilfer my hard earned money. NO I am not backing down from these greedy bean counters. I prefer to fight them whatever the outcome. As they continue on their money grabs more hardworking people like me will stand up against them. Join me.



Regards,
*********


























Business Response: The customer raises no new issues. Our response remains the same. We regret we will not be able to satisfiy this customer.

Consumer Response: Better Business Bureau:

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

[Your Answer Here]


View Notifications

Hello
Account:
****
Customer Id Code:
********
Bill & Payment
Current
Paper Print Download
Paid in full.

Thank you for paying your bill. Your account is up to date.


Pay your bill easier and faster by enrolling in one of our Auto Pay options.
Account Balance
-$68.41
Make a One-Time Payment
Previous Balance    $43.69
No Payment Received    $.00
Adjustments and Credits    -$150.79
Balance Forward    -$107.10
New Charges

Statement Dated 2/**/2014
Current Activity View Details $37.48
Taxes, Governmental Surcharges and Fees $0.22
Verizon Surcharges and Other Charges & Credits$.99
Total New Charges Due by February **, 2014 $38.69
Account Balance -$68.41

Memo Bill DO NOT PAY
My Messages
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    New Choices. More Value.

    Check out the latest plan, speeds, features and hot offers.
    Explore Your Upgrade Options

    Text Message Notification

    Get text message notifications about your bill and payments.
    Add Your Mobile Phone Number

    Payment Information

    Your most recent payments may not be reflected immediately. Payments can take up to 24 hours to display on myverizon.com.

    My FiOS App

    Pay your Bill and Manage your home services while on the go.
    Learn More

    

    1
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Need Help?

Account #: *********

Customer Identification Code: ***********

And now:

 Hello
Account:
************
Customer Id Code:
**********
Bill & Payment
Current
Paper Print Download
You have a payment due.


Pay your bill easier and faster by enrolling in one of our

Auto Pay options.
Total Amount Due
$61.28
Pay Bill
Previous Balance    -$68.41
No Payment Received    $.00
Balance Forward    -$68.41
New Charges

Statement Dated 3/**/2014
Current Activity View Details $128.48
Taxes, Governmental Surcharges and Fees $0.22
Verizon Surcharges and Other Charges & Credits$.99
Total New Charges Due by March **, 2014 $129.69
Total Amount Due $61.28

Check the math from a -$61.41 at end of 2/**to $61.28 in 3/**. Tell me.

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


Sincerely,

**************




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/27/2014 Problems with Product/Service | Complaint Details Unavailable
3/26/2014 Problems with Product/Service | Complaint Details Unavailable
3/26/2014 Problems with Product/Service | Complaint Details Unavailable
3/25/2014 Billing/Collection Issues | Complaint Details Unavailable
3/22/2014 Billing/Collection Issues | Complaint Details Unavailable
3/21/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/20/2014 Billing/Collection Issues | Complaint Details Unavailable
3/20/2014 Billing/Collection Issues | Complaint Details Unavailable
3/20/2014 Billing/Collection Issues | Complaint Details Unavailable
3/19/2014 Problems with Product/Service | Complaint Details Unavailable
3/19/2014 Problems with Product/Service | Complaint Details Unavailable
3/19/2014 Problems with Product/Service | Complaint Details Unavailable
3/19/2014 Billing/Collection Issues | Complaint Details Unavailable
3/18/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Billing/Collection Issues | Complaint Details Unavailable
3/17/2014 Problems with Product/Service | Complaint Details Unavailable
3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: VERIZON – 2013 Aug ** 2013: Signed up for FIOS “Triple Play” package – order #************* installation scheduled for Sept * between 9:00 AM & noon. Aug ** 2013: I received an email from Verizon confirming my order and installation date. Sept * 2013: NOW THE FUN BEGAN! I received a call from ***** who transferred me to ****** in Ohio. ****** said that the call was to confirm my appointment for Sept * I told him that my appointment was for Sept *. “Not so” said ****** but he would check on it and call me back in 10-15 minutes. I asked ****** for his phone number, he gave me ###-###-#### pin#*****. A half hour later ****** had not called, I called, the pin # was inactive. I called Verizon, explained the problem to ********* who transferred me to ******* who told me that she was in the Solution Office in Tampa and that her phone number is ###-###-####. I explained the problem she told me that there was nothing that she could do. I asked to speak to a ********** she told me that it would not help, I insisted. She told me to hold on, I did and a short time later I received the recorded announcement “(?) beep beep beep your call has ended, please hang up”. I did. Sept * 2013: ******** called me I told him that 9/* was no good for me he said that I would be called back. I left my apartment, when I returned there was a voice mail telling me to call to confirm 9/*. I did and spoke to ***** then **** who transferred me to **** who told me that now the appointment is for 9/* AM, she then transferred me to *** ******* who is a ********** in Tampa. Sept * 2013: I received an email from Verizon rescheduling the installation appointment to Sept *. I made calls to Verizon, spoke to *****, *****, ******** and finally ****** who scheduled installation for Sept * in the AM. Sept * 2013: Verizon installed the “triple play” package at my residence. As an aside it took almost a month before my second line ###-###-#### was activated. BACKGROUND Both my wife and I had a long time scheduled NYS 6 hour Drivers Improvement Class that started at 9:30 AM on September *, 2013. In order to get full and proper credit for the completion of the course it had to be completed before the renewal of our automobile policy. I have 4 television sets, 3 set top boxes, 1 DVR, 2 computers and 2 telephone lines. My previous supplier of cable was Cablevision at that time if I wanted cable I had no other choice. For an extended period of time I had sporadic pixilation and audio issues on all of the channels and on all of the TV’s in my home. Cablevision made many attempts to resolve the problem including adding an additional drop. Nothing helped. Then at the beginning of 2013 Verizon announced that it was coming to my area. Ah, relief at last! FIOS would solve my problems with pixilation and audio. When I next called Cablevision to complain a “technical expert” was sent to my home and checked all of the equipment and wiring. The “expert” told me that he discovered that most of the BX wiring leading to my apartment was unshielded and that he was going to replace it with the proper shielded wiring. He did so and for the next 3 months or so I had no problem with pixilation or audio. THEN CAME FIOS! After FIOS was installed I noticed occasional pixilation and audio problems on all channels (that I watched) and on all sets. I decided to wait a while to give the “system” a chance to break in and to see if the issues would resolve themselves. A favorite program of mine is “Law and Order, SVU” I discovered that L & O SVU is broadcast by FIOS weekdays from 8:00 PM to 9:00 PM on channel 10/55. I began to watch on a regular basis. I watch on the Living Room TV, the DVR is installed in the Master Bedroom. FIOS PIXILATION, AUDIO & OTHER Cast of Characters ******* ###-###-#### ****** ###-###-#### pin# ***** ******* ###-###-#### ***** ****** ###-###-#### **** ###-###-#### ***** ###-###-#### **** ***** ###-###-#### FIOS Tech Support ###-###-#### Accounting ###-###-#### ** ****** ###-###-#### ****** ******* ###-###-#### ***** ###-###-#### ***** ******** ###-###-#### ***** ###-###-#### West Street ###-###-#### ****** ###-###-#### **** ******* ###-###-#### Attempts to Resolve Issues Oct ** 2013: I called Tech Support spoke to ****, ticket # ********** pixilation issues. I then spoke to *** in Accounting. I will be called back. Oct ** 2013: Call from *** *****, *********** **** ********, NYC email team, then ****** in ****** & ******* her ********** – a credit, if any can only be set up when the problem is resolved. I will be getting an email. I asked when. Was told when the problem is resolved. Seems like circular reasoning to me – a good reason not to resolve? Nov ** 2013: Ticket #**********, via email and conversation with ******. A technician will be here today and also fix it yourself with In Home Agent information. Nov ** 2013: **** left voice mail re: survey of Nov ** appointment and Nov ** appointment changed to 8:00 AM. I called back – mailbox full. Ticket #**********, via email. Technician will be here Nov **. Nov ** 2013: ***** changed router. Dec * 2013: I left a message for *****, new router not working right. I called **** he will try to get someone here today. Dec * 2013: I called ****, he will call back 12/**. Dec ** 2013: **** did not call. I called, mailbox full. I called trouble shooting, will get back to me. Dec ** 2013: I called ****, out to 12/**, mailbox full. Jan * 2014: I reached **** “a more proficient technician” will be here on 1/* after 2:00 PM. Jan * 2014: Voice mail from ***** – problem on only 1 channel (?) per ****. ***** and ****** installed RF Booster. I DVR’d L&O – pixilation at 8:00, 8:08, 8:14, 8:16, 8:20, 8:24 and 8:30, I stopped marking the times. Jan * 2014: 10:15 AM I called *****, mailbox full. I left a message for ****. 12:15, I reached *****, will have someone here today, ***** showed, removed booster. Jan * & ** 2014: Still problems. I left messages for *****, no return calls. Jan ** 2014: **** ***** called, will be here 1/**. Jan ** 2014: **** came, Need new apartment ONT, not building ONT. **** thinks that the ONT needs to be exchanged Motorola for Alcartel (or vica versa). Jan ** 2014: I called ****, he will talk to **** and get back to me. Jan ** 2014: AM – when I turned on the TV’s. Master bedroom “press menu” – TV OK. Bed rooms 2 and 3 FIOS initializing – then OK. Living room – press menu – NOTHING – could not turn on or off, no light on STB but is warm. I pulled the plug on STB got a blue screen, I plugged in the STB got FIOS – initializing – then OK. Jan ** 2014: Martin Luther King Birthday. Jan ** 2014: Snow storm. Jan ** 2014: I called ****, OUT TO 12/**(?). I called ******, said has been working on this for 3 weeks (?), he will call main office downtown and call me back by end of day. He told me that I should call the business office to try to arrange for a credit. I called the Verizon Business Office spoke to ***** in Long Island who transferred me to ******* in Manhattan who transferred me to *** ****** who said she had to transfer me. I was put on hold then cut off. I called back and reached ******* in ********* ** who transferred me to ***, a ********** in ***** who said she was setting up a ticket and transferred me to ***** ******** who told me the ticket # is **********. ***** told me that she would check on it and that I should call her back in the morning. Jan ** 2014: 9:05 AM I left a message for *****. 9:25 AM ***** called back (she is off today) she will reach out and call me back. 10:00 AM ***** called me “Did ***** call you?”. I told her no. She said she would call me back. 10:15 AM ***** called me, he said that he called West Street and had my problem elevated to “tier 2”, a 1 week test would be set up and he would call me back on Jan ** with the results. 11:00 AM ***** called me we set up to touch base after the results are in. Feb * 2014: No call from ***** or *****. 10:05 AM I called *****, mailbox full. 10:10 AM I reached ***** she will make some calls and call me back. 11:55 AM *****, *****’s ******* called, he will check and call me back. While on with ***** ***** called to tell me he would call. 12:45 PM ***** & ***** called. The ONT will be exchanged and moved today. 2:00 PM **** installed the new ONT and moved it about a foot. Feb * 2014: 8:50 AM ***** called, I told him the new ONT was worse than the old one. He said that he would speak to his ********** and call me back. 9:50 AM I called **** to give him an update. 10:10 AM ***** called to tell me that **** would be here at 8:00 PM to see pixilation. 5:30 PM **** and **** came to exchange ONT back. 7:40 PM **** & **** came to watch L & O. **** said ****** will call in AM. Feb * 2014: 1:45 PM No call from ******, I called, mailbox full. 1:50 PM I left message for *****. 2:00 PM ***** called, ****** off today, He will check and call me back. 2:30 PM When I returned home I had a voice mail from ****** left at 2:30. Feb 8 2014: 9:45 AM I called ******, he told me that the Alcatel ONT cannot fix the pixilation and that the Motorola ONT can BUT, not on mine. He said tha ***** will call me back on 2/** after 2:00m PM. Feb 12 2014: No call from *****. ****** left message, nothing more that they can do. I called him back. ****** told me that the ball was in my court and that I might not have any choice but to leave Verizon. ****** told me that he has never had a problem like this that he could not solve. I asked him if he could reach out to other areas to see how they handled like problems. ****** said that he would and get back to me. Feb ** 2014: 12:55 PM I called **** ****** at ###-###-####. An answering system was in place, never having called that number I was under the impression that the only way to make contact was to leave a message. I left a voice mail for *** ****** ******. TO DATE I HAVE NOT RECEIVED A RESPONSE TO THAT MESSAGE. Feb ** 2014: ****** left me a message that the person he has to speak to is on vacation until February **. He will call me back after then. Mar * 2014: ****** called me. The person he spoke to, ***** *** * ******* in tier 2, said he could not think of anything else to try. I told him that I had called West Street on February ** and was never called back. ****** called the number and reached an operator. I thanked him and called West Street and reached a live operator. Mar * 2014: 4:00 PM I called West Street and reached on operator who would not tell me her name, she transferred me to ******* who took my information and said that I would be called back in 2 or 3 hours. I asked ******* why I did not get a response to my message of February ** she said that she did not know, maybe the person who called me back could find out. Mar * 2014: 9:30 PM I received a call from ****** in the FIOS Trouble Shooting Group in ********* **. I tried to give ****** a full synopsis of my problem, I believe that the most he wanted was a truncated version condensed to the nth degree. After I used up what appeared to me to be my allotted two minutes he said that he would talk to his ******* and get back to me. I then asked ****** if he could find out why I did not get a response to my previous message he told me that that was not in his area. Mar * 2014: 3:55 PM ****** called and told me that he spoke to his ******* and emailed ****** late last night and was waiting for a response. 9:15 PM ****** called, he just reached ******. ****** told him that I was in a unique situation because of the cell towers and that the problems could not be fixed. I asked ****** if I could speak to his *******, He said that he would have him call me. 9:30 PM **** ******* called me. He will reach out to Tech Support and ****** and get back to me.

Desired Settlement: Refund of TV portion of bills to date. Discontinue billing for TV portion of bill until problem is resolved

Business Response:

Area foreman confirmed we have logged over 40 man hours with multiple visits to customer’s site to pin point the pixel problem. We have replaced and relocated the ONT twice and moved numerous coaxial cable to no avail.

The foreman’s conclusion on the cause of pixel is 4 cellular towers surrounding each adjacent wall where the customer resides.

Our Tier 2 technical support team confirms this finding after monitoring the customer’s video signal.

There is no resolution for the customer’s pixilation issue. The customer is not pleased with our response, but there is nothing further we can do.

We regret we will not be able to satisfy this customer.

Consumer Response: *** ***** ******* Mediator ***** complaint: BBB ID #*******. Dear *** *******: Thank you and the BBB for the time and effort being expended to try to help resolve this situation. The Verizon response appears, to me, to be incomplete and misleading for the following reasons: 1) Verizon states “ … we have logged over 40 man hours …” Verizon fails to mention that each time a ********** arrived at my apartment they all started at ground zero, they were not given the full (or any?) background about the problem before they got to me. As a result almost everything that the ********** did was redundantly repetitive. 2) Verizon continues “ … cause of pixel is 4 cellular … “ I do not know where these towers are that are “ … surrounding each adjacent wall …” My apartment has 2 full outside walls, 1 facing north that meets, at a 90 degree angle one facing west and one partial outside wall facing east. My apartment is on the 1st floor, the cellular towers in the area are well above my apartment. Where exactly are the “4 cellular towers surrounding each adjacent wall where the customer resides”? 3) NYC is a very densely populated area where cellular towers abound. To the best of my knowledge Verizon does not advertise or inform prospective FIOS TV customers that they will have pixilation problems if they use their FIOS service. 4) Verizon advertises that their FIOS service is 100% fiber optic. When I asked what that meant I was told by ********, *********** and *********** that it meant that the wiring used to transmit the signal is 100% fiber optic until it reaches my apartment in the Co-op I live in. Therefore it is logical for me to postulate that all of the medium used to transmit the signals to my apartment are fiber optic. Imagine my confusion when a ********** told me that he discovered the cause of the pixilation. He told me that while in the basement he found that the BX cable leading to my apartment was resting on a fluorescent fixture causing interference and he raised it out of contact! I asked him why BX cable and not fiber optic cable. The only answer I received from the **********, the ********** and the ******* was “you don’t understand”. They are right, I don’t understand. The *********** and ******** I spoke to told me they never had a pixilation problem that they could not fix. It is hard to believe that I am the only person in the entire metropolitan New York area that has a pixilation problem that cannot be resolved in light of the fact that when I Googled Verizon Pixilation Problems I received over 78,000 hits. Cordially, **** *****

Business Response: No new information provided. Our position remains the same. We regret we will not be able to satisfy this customer.

Consumer Response: Better Business Bureau:

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



Verizon did not make any attempt to correct their incorrect and
misleading statements in their previous response. Verizon does not dispute the
proven fact that pixilation occurs in my reception.

 

It appears to me that Verizon is concerned that if they make an
adjustment because of poor reception they will have set a precedent that others
who have similar problems may use.

 

I provided NEW information about
Verizon’s incorrect and misleading facts, facts that Verizon or any third party
can easily verify. Is it possible that Verizon does not have the technical
expertise to rectify the pixilation issue and/or the cost of rectification is
too great? Is this just another case of BIOTOG (blame it on the other guy), the
cellular towers?

 

When Verizon writes “We regret we will not be able to satisfy
this customer.” It makes it seem as if I am asking for something more than I am
entitled to and paying for. I purchased a service and expect good
serviceability, Verizon says that I expect too much. When I asked for an
adjustment because of the poor quality of the product Verizon did not even have
the courtesy to respond.

 

If Verizon was acting in good faith it seems that it would, at
the very least, make sure of the facts it presents.

 

After reviewing the conversations I have had with technicians,
supervisors, managers and other employees of Verizon as well as my careful
study of Verizon’s responses to this series of emails I am of the considered
opinion that Verizon is not acting in good faith. Some, but by no means, of the
reasons I came to my conclusion are:

1) Since Verizon became the supplier of my television
services I have had consistent and continuous problems with video reception.

2) Since Verizon became the supplier of my television
services I have had consistent and continuous problems with audio reception.

3) Verizon claims that it expended over 40 man
hours trying to rectify the situation without mentioning that a large number of
the attempts were repetitive.

4) Although I asked the Verizon employees I dealt
with to have the problem reviewed at a higher level it took it took them over
three months to ask for help from “level 2”.

5) I received conflicting information from Verizon
such as, “we only use fiber optic cable up to your apartment” and “the BX cable
in the basement is the cause”, “my readings are fine” and “some of the readings
are out of range”, “level 2 found problems” and “level 2 did not find anything
wrong” and etc.

6) Since I reported the problems, no one at Verizon
disputed the fact that the problems existed.

7) Verizon now says that the problem cannot be
fixed because “The foreman’s Conclusion on the cause of pixel is 4 cellular
towers surrounding each adjacent wall where the customer resides.” Where are
these towers? Do they appear and disappear on demand? AND FINALLY!

8) Advertising
advises the public that Verizon cellular service covers a larger proportion of
the continental United States than any other supplier of cellular services.
Even if this is not quite accurate certainly Verizon has to be among the
largest. If the electronic emanations from cellular towers cause television interference
then it stands to reason that Verizon being, at least, among the largest cellular
suppliers, must be the cause of the interference that it cannot resolve.


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


Sincerely,
**** *****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a Verizon residential phone and internet service customer since *** and 2010, respectively. I have no record of late payments. At this time, I cannot rely on Verizon phone line and internet connection, because Verizon has failed to solve a technical problem that has been affecting said service since November ***, 2103. Here is a log of the contacts I have had with Verizon since that date, as well as their outcome: - November **, afternoon: I called technical assistance to report no dial tone, no internet connection. Following the recorded instructions, I checked my own equipment, bought a corded phone and tested the line. Still no service. - November **, evening: I called technical assistance again. I was told to check my equipment again, then to go outside and plug the phone directly into the box located on the external part of the building. I objected it could be dangerous at night. The person to whom I was speaking said he would send a technician and have my calls forwarded to my cell phone. - November **, morning: I received an email, a text message, and a phone call form Verizon advising me that my ticket number was **********, that repair time was going to be that same day between 8 am and 12 pm, and that my presence at home was necessary. - November **, afternoon: The technician didn’t show up. At approximately 3:4* pm, I received a call from a technician who said he was on his way as per recent instructions. Reluctantly, said technician examined the box outside. The internet connection was restored, the dial tone came back, but the phone would ring once every two hours, nights included. - November 2*, afternoon: No phone and internet service available. I called Verizon technical assistance, went through the drill, talked to a technical assistant and also to his supervisor. They didn’t find any record of technical problems with my account and could not schedule repairs within the next three days. - November 28: I received an email indicating that I had been assigned ticket ********** and that repairs would take place the following day before 8:00 PM. No time was specified. - November **, morning: A technician worked half an hour on the box located outside the building; then, he said a team would have to be deployed. Eventually, dial tone was restored, the internet working intermittently. - November **, morning: A Verizon employee called to let me know that a device would be sent into which I would have to plug my phone, as many people in my same area were experiencing problems due to faulty cables; she added that the device would not help with the internet connection. - December **: No internet connection. When my home number would be dialed, a Verizon Wireless Message would come up blocking incoming calls. Called technical assistance. - December **, morning: One technician worked outside the building until 2 pm. He guaranteed I will never have a problem again. Phone and internet service was back. - December *, afternoon: No dial tone. When called, the number was busy. Called technical assistance. Verizon device not yet delivered. - December *, evening: Dial tone was restored. - December *, evening: No dial tone. - December **, static on the line - December **, afternoon: No dial tone, no internet connection. As a response to each request for technical assistance, the problem was treated like an isolated episode; nobody was there to oversee the “team work”; there appeared to be no communication among departments. On December **, I received my phone bill; on December 8, I called the Verizon billing department stating I refused to pay my bill. Since negotiations seemed to be impossible (upon pulling out my account information, the agent said he still had to check if I really had a problem), I spoke to supervisor Todd A., who said he would put me in contact with the legal department the next time he would be at work. He also gave me a Tucson, Arizona address for the letter I intended to write. In the evening of December **, I received a phone call from Todd A., who transferred me to the paralegal department. They told me it was the wrong department, and that I should call ‘Escalation’ at ###-###-####. Escalation was open during regular business hours and I could not talk to them. On Dec **, I called ‘Escalation’ from work and a *** ******* (the first person ever to give me her last name), told me she could help me deal with technical issues. However, she needed to know if my phone was working right that second, and, since I could not tell her, then she could do nothing for me, but she added somebody would call me. Promptly, *************** called me saying she was a customer advocate and she could help me fix my problem. For billing issues, I should call Escalation at ###-###-####. I said I really had no time left from my lunch break and tried to explain how I had just spoken to Escalation, but I could not do so, as she hung up on me.

Desired Settlement: I work as an interpreter on a per diem basis for various government agencies, both in person and telephonically from home; I also use the internet to carry out my activities in the field of translation and interpretation. Since November **I have not made myself available for said agencies, as my phone and internet service was either nonexistent or unreliable, and I lost income. I also lost income by taking days off from work to wait for technicians and by spending hours on my cellular phone with Verizon. I am requesting that Verizon restore my phone and internet service and compensate me for loss of income.

Business Response:

This customer was OOS for the following days: 11/**- 11/**/13 and 11/**- 12/**. The customer was issued out of service credit in the amount of $10.83 for High Speed Internet service. Credit of $6.12 was on the November bill for voice service and an additional credit for the voice appeared on the December bill in the amount of $8.78. Verizon does not compensate for loss of income in accordance with the Tariff.

Consumer Response: Better Business Bureau:

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

 


I was OOS from November ***, 2013 until December **, 2013, as Verizon’s Internet and “voice” service was unpredictable - one minute on, the next minute off - and I could not rely on it.

The credit amount offered by Verizon is disproportioned to the financial strain generated by Verizon’s negligence when restoring its copper line.

Sincerely,

************




 

Business Response:

Verizon is not reopening this complaint. This customer has been provided with the names and numbers for escalation mangers for both Verizon voice service and for High Speed Internet service.

Consumer Response: Better Business Bureau:
*
I have reviewed the response made by the business in reference to complaint ID# *, and have determined that my complaint has NOT been resolved because: 

My phone service has not been working at all since the evening of March **. 

Yesterday at 8;24 am I called the person assigned to my complaint at ******  and I have not received any response. I called again last night at 9:28 pm and the mailbox was full.

I have no phone service, I am losing income and credibility. 

Sincerely,

********




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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Additional Notes

Complaint: I have had constant problem with my phone service. I called Verizon for repair on Feb **. I was given an appt for March *. No one showed up or called from Verizon on March *. I received a message on March * that a Verizon tech was trying to come for service. I was at work and unable to get back home. I was surprised that they would show up 2 days later. I requested service again as I still have no phone service. They gave me March *** which is 5 days later. I complained to the phone rep. I spoke to *** in the escalation unit and am still awaiting a reply. I asked to speak to a complaint rep named ******* ******** and was denied.

Desired Settlement: I would like Verizon to come out immediately to repair my phone service. I would like the name and phone number of a supervisor that I can speak to directly. I would like a refund of phone service from Feb ** until the repair is made.

Business Response:

Service is up and working per ******* ******** in our Repair Dept. Customer is satisfied. Case closed.

 

thanks

Consumer Response: Better Business Bureau:

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

Sincerely,

*** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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Additional Notes

Complaint: I am getting Verizon FIOS Adds mailed to me that come in the weekly mailers by the USPS and the latest add suggested that Verizon FIOS was in my area of *****, and I can get the FIOS Triple Play Package with FIOS Prime TV, FIOS Internet 50/25/ and FIOS Home Phone service for $89.99 a month. But when I called them today I cant because it was in my area. It is in the Town of Tonawanda zip code ****and in North Tonawanda, but in the City of Tonawanda which shares the zip code for the Town of Tonawanda both are ****. Here on my *************residence there is no FIOS Services according to the Verizon Rep. I told the lady that I am complaining to the BBB about false advertising. She got real nasty with me and said sorry but DSL Service and Direct TV Service is in your area not what the Advertisement said at all. I been getting these advertisements for over 2 years now.

Desired Settlement: I want Verzion FIOS Service that they offered in the Advertisement.

Business Response:

We spoke with customer to acknowledge receipt of complaint and apologized for the problems.

We arranged for customer to be included in our "Do Not Mail" list.

The customer is aware can take up to 90 days for exclusion from mailed offerings.

We thank customer for bringing their concerns to our attention. Our customers’ feedback is invaluable and we appreciate the opportunity to address these concerns and learn from them.

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

I still want FIOS as Promised by the Advertisement or I will go to the FCC and NY Attorney General! That is what I want as this has been going on for the past 3 years. I need you to force the issue. Now lets do the right thing. I know it wouldnt be too much to get FIOS here as Morgan Street the Street I live on is in between service areas in three directions. Grad Island, Town of Tonawanda, North Tonawanda all have it. We live in the poorer area City of Tonawanda is almost being descrimritive. I know a person who I just talked to yesterday that they are going to the FCC and NYAG. I am not the only one who has complained about false advertisement by Veeizon for FIOS.

 

 

 

 

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


Sincerely,

************




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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Additional Notes

Complaint: Since I purchased "high speed internet DSL" I have not gotten one email on windows live mail due to their server I've have gotten my email from their website only. Given their lack of concern over the privacy of their customers I find this disturbing. They have full ownership over my email and I feel violated by this policy. I've reached out to them a dozen times with no satisfaction or returned calls. truly their is no right to privacy when it comes to verizon only profits. This since has been going since I purchased this computer two years ago' I want this company to understand I will not back down on this issue and will continue to file complaints til they respect my privacy and my hard earned money. Enough of this corporate tyranny.

Desired Settlement: Have my windows live account working for the first time since a purchased this computer TWO YEARS and counting.

Business Response:

The customer is having issues with his Outlook email.  Verizon On-line tech support has been in contact with customer offering to assist with issues. The customer is not available at this time to work with them, but he has escalation’s contact information and will contact them at his convenience.

We thank customer for bringing his concerns to our attention and affording us an opportunity to resolve them to his satisfaction.

Consumer Response: Better Business Bureau:

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

 

 

 

My issues have not been resolved, my connection is very spotty everyday and one technician with integrity has told me that windows live mail is absolutely incompatable

with verizon servers and my only option is to spend an additional program microsoft outlook at a cost of $110 to setup an account to recieve my mail .

this person went on to say even if verizon doesn't read my mail they can and do sent email to government agencies of interest Too big to fail, I don't think so. Now they send me automated messages of appointments to my cell phone everyday to my apartment without my authorization I then call them to cease these harrasing messages. This is nasty business. No I am absolutely do not have any resolution with will continue to fight for fair business practices.

 

 

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


Sincerely,

****** ****



 

Business Response:

Customer’s issue is with Microsoft Windows. We do not support Microsoft’s application. Our technical support team did contact him in the past and offer to assist but he was not available. He was informed to contact us at his convenience and we would see if we could assist him.  

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

If they do not reimburse me for the work days lost waiting for the FIOS technicians that did not show up, call or give an apology I will take them to small claims court.  Credit without service is still no service. For them to harass me with unauthorized appointments by taped communications to install FIOS a service froth with problems as spoken in customer forums and no assurances of showing up at a higher cost to me is unacceptable. I will never get on my knees to a multi-billon dollar corporation with a monopoly over the phone wires in new york. This monopoly must be dissolved so responsible startup companies with belief in integrity and fairness is more acceptable. To let in a thug company with direct ties with the NSA is chilling and not constitutional and should be put on a charter as in the past to put them on point and on a short leech to control them and not us. 

 

 

Sincerely,

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

****** ****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/4/2014 Billing/Collection Issues | Complaint Details Unavailable
3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I attemtpt to make a payment plan with Verizon yesterday I told rep (*******) what I could do and he stated it was ok then he told me what I was going to pay and when I explained that I would not promise to do that because what if I could not do it. He would not assist me thereafter.

Desired Settlement: I will make a payment of $77 on the **** of February and $88 dollars on the on before March ****! I also want an apology

Business Response:

Verizon made multiple attempts to contact this customer who failed to return all recall requests. A closing letter has been mailed advising the customer that the entire bill is past due and payable in order to retain full service.

Consumer Response: Better Business Bureau:

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

 

NO ONE HAS ATTEMPTED TO CONTACT ME IN REGARDS TO THIS COMPLAINT.  THEY NEED TO CALL MY CELL PHONE **********

 

 

 

 

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


Sincerely,

**** ******




 

Business Response:

This customer stated that Verizon needed to contact her on her cell number which was not provided on the initial complaint. On 2/**/14, a Verizon Financial Services manager did call the cell number provided on the renewed complaint. The customer was advised that Verizon cannot extend the payment date because she has had less than 18 months of service and during that time, her payment history shows four returned payments, making the payment requirement cash only. Therefore, her services are not guaranteed past 3/*/14 for a total past due amount of $158.59. The call was disconnected and the manager made subsequent recall attempts that day as well as on 2/**/14. The customer failed to respond to all recall requests. This complaint is closed.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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Additional Notes

Complaint: My services was interrupted for several weeks when I called I was a assured that Verizon would prorate my bill and I my bill and would not be charged for any days that I did not have service.I then wanted to cancel my service until the work on the lines was completed. I was assured that I would not have to do this that Verizon would and was aware of any days that my service interputed and would prorate my bill. When bill came it was for the full amount,when I called the credit that was issued was only for the days that I called about the lack of servies. I didn't think I could not trust them to not try and overcharge their customers. My service was interfered with for 3 weeks.

Desired Settlement: i do not want to pay for service i didn't have from december**-january**

Business Response: Customer called and is satisfied w/the 10 day out of service credit for their interruption.  total credit is $16.58.  Case closed. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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Additional Notes

Complaint: I wanted to share with you an experience I had with Verizon while moving our professional office from * ****** ****** ********* to our new location at *** ** ****** *** ***** **********. Our primary phone number ###-###-#### had been installed as a direct land line via Verizon for over five years. With the move and growth of our business, we had made the decision to transfer to a VOIP system and required the main number to be ported to this new system. The porting request was made and rejected countless times, finally successfully going through approximately three months after the initial request was made. Countless phone calls were made to Verizon with each rejected porting attempt, and only after a delay of over two months and numerous failed attempts were we told that: The reason for the failure to port is because Verizon can not port a phone number with an "Open" or 'Pending' order, and there was such an "Open" order from 2008 in regards to a long distance choice that was never "closed" or "completed". That is to say, that because Verizon failed to maintain their systems in good standing, an outdated and irrelevant "open order" from about five years ago has been blamed for our porting request delay for nearly 90 days. As you know, LNP rules state that:************************************************************************************************** number porting rules require simple ports to be processed in one business day. The deadline applies to all simple ports, including intermodal ports such as wireline to wireless, wireless to wireline, wireline or wireless to VoIP or any other combination. Simple ports generally do not involve more than one line or more complex adjustments to telephone switching equipment. Due to this delay, the only option we had to maintain our primary business number was to set up remote call forwarding. The terms and conditions of "remote call forwarding" were never explained to us, and we never agreed to them. We were never informed that this service would be billed PER CALL, and had no way to anticipate or expect that our need for remote call forwarding of about 10 weeks would result in a bill of just shy of $1,000 !!!!.Since we had been loyal Verizon customers for 5+ years, and continue at this time to maintain Verizon for both our internet and two local phone lines at our new location, we anticipated they would be fair to us by adjusting the bill (of which we already paid about $150). Instead, over the past two months they have repeatedly told us that a ******* would call us back to discuss our concerns.... but that these remote call forwarding charges are "valid" for "services used". Although a ******* has not yet called us (waiting 2 months now), we have received several calls from a collection agency to which this account has been sent.

Desired Settlement: We have already paid about $150 for the service of remote call forwarding for shy of 3 months.We would like the balance of about $840 credited

Business Response:

Verizon issued credit for $831.05, which is the balance on the account).  We spoke with the customer and advised him the credits will post in 3-7 days. Customer is satisfied.

 

Thanks

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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Additional Notes

Complaint: BILLING PAST TERMINATION OF SERVICES ON 11/** I CONTACTED ******* TO CANCEL SERVICES FOR MY ACCOUNT # **********. TO THIS DAY 12/** THEY ARE STILL BILLING ME FOR SERVICES. I CANCELED INITIALLY DUE TO THE POOR CUSTOMER SERVICE AND BILLING PRACTICES-IN FEB I MOVED FROM *** ********** ** TO MOVE TO MY CURRENT ADDRESS-I CANCELED MY APPT AND THEY SHUT OFF MY SERVICES BEFORE I MOVED AND MADE ME REAPPLY FOR SERVICES. I MOVED A WEEK LATER TO ** ******** ***-THEY WERE STILL BILLING ME AT *** ********** EVEN THOUGH I NO LONGER LIVED THERE AND TOOK MY BOXES WITH ME. THEN THERE WAS AN ISSUE WITH MY BOXES WHERE THEY STOPPED WORKING SEVERAL TIMES-THEN THERE WAS INCORRECT BILLING. NOW ON 11/** I FINALLY HAD ENOUGH AFTER PAYING $180 THEY SENT ME A BILL FOR ALMOST $400! I GOT TIRED OF THEIR FRAUDULENT BILLING AND CANCELED 11/**-THEY ARE STILL BILLING ME. I CANNOT AFFORD THEIR SERVICE. MY BILL INCREASED EVER MONTH AND I NOW GET A BILL FOR OVER 500$ I DID NOT USE $500 IN SERVICES IN 1 MONTH! THEY CREATE THEIR OWN BILLS-HAVE EXTREMELY LONG HOLD AND EVEN CHAT TIMES-LAST TIME I CALLED THEY STATED THEY CANNOT ACCESS MY ACCOUNT SO THEY COULD NOT ASSIST ME AFTER BEING ON HOLD FOR 1 HOUR. THIS IS AN ABSOLUTE NIGHTMARE. ******* HAS THE WORST CUSTOMER SERVICE, IMPROPER BILLING PRACTICES OF ANY COMPANY I HAVE EVER DEALT WITH

Desired Settlement: WAIVED IMPROPER FEES ASSOCIATED WITH ACCOUNT AND REFUND OF OVERAGES-

Business Response: Verizon sent customer a call me letter as there were multiple attempts made to contact customer with no response.  Case closed and customer was instructed to call us as stated in the Call me letter.

Consumer Response: Unfortunately I work all day and have school in the evening so I cannot sit on their extremely long hold times to correct their mistakes when I have called multiple occasions and have experienced incorrect billing long hold times and being hung up on at least 30 times in the past year. ALso I have NOT RECEIVED A LETTER. A call me letter does not resolve the issue of their billing and poor customer service Better Business Bureau:

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

[Your Answer Here]

 

 

 

 

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


Sincerely,

****** *****




 

Business Response: 1/** ***** ******* at Berizon spoke to this customer. He gave credit of $70.80 for 10 days of service as courtesy adjustment.  He explained the final amount due is 341.56.  Customer agreed to this amount and a claim was put in giving the customer  90 days to pay.  Thanks.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For over two years now, we have had a continuous stream of billing and service problems with our Verizon account. Virtually every invoice we have received has been, in some way, incorrect, inaccurate, or incomprehensible. Every invoice has required a lengthy conversation with a Verizon Customer Service representative, which, in every instance, has resulted in the invoice being reduced. (See timeline below for details.) Since September 20** we have been billed monthly for Enhanced Internet Service even though this service should have been bundled with our Freedom Essentials program. To date we have paid this fee nine times. Even though Verizon is aware of this error, it has never been corrected. The charge still appears on every invoice we receive, requiring another call to another CSR and another empty promise that the matter will be resolved in our next billing cycle. Recently, we discovered that not only have we been improperly billed for Enhanced Internet Service, we have not actually received it. Apparently our contract only calls for the most basic internet service (1 MBPS) even though every month our invoice lists a charge for Enhanced Internet Service (10 MBPS). Furthermore, in trying to correct this situation the DSL service on our second line was inadvertently terminated, although no one seems to understand how or why this happened. It took a week to restore DSL service on this line. We are still unable to resolve our billing problems and to get the high speed internet service on our primary line that we have been paying for for over a year. One of the most frustrating things about all this is that every time we call the billing department we have to explain the entire situation to yet another CSR who refuses to disclose their full name and will not provide a phone number or an email address that would allow us to follow up on the call. Even worse than this are the number of representatives (three in December alone) who have solemnly promised to call us back when they have solved our problem and then fail to do so. I guess they must be too busy resisting other existing customers. There would appear to be only two explanations for a situation like this: either an extraordinary degree of incompetence on the part of Verizon, or a reckless cupidity that verges on the criminal. Given our experience and that of the legion of fellow sufferers whose sad tales litter the numerous “I hate Verizon” websites, the charge of incompetence is hard to refute. The accusation of criminality may seem more extreme, but isn’t charging for services that are not rendered one of the definitions of fraud? How do things like this happen? Perhaps it has to do with a corporate culture that rewards its *** for presiding over this cesspool of ineptitude and greed by tripling his compensation from $7.2 million to $**.1 million. Meaning that he now make more in a day than the average Verizon employee makes in a year. Disgusting! Does anyone at Verizon actually care? Verizon tells you that they care every time they put you on hold. Their website tells you they want to help but they never do. Most ironically, every time a CSR signs off they say, “Thank you for choosing Verizon.” You may be sure that if we had a choice we would no longer be Verizon customers. VERIZON TIMELINE 12/**/** – 12/**/13 12/**/** Instructed Verizon to temporarily reduce service to a dial tone on our primary line and to temporarily terminate DSL service on both of our lines while we were away. At this time I was informed that resuming our normal service in March would be a simple matter of a phone call and that there would be no charges for resumption of services. 1/*/12 Payment for our January bill of $**3.37 was damaged by the post office and returned to us (we have this envelope in our file). We immediately contacted Verizon and sent out a new check. We were informed that there “would be no problem.” 2/*/12 Received a bill for $132.67, which included the January charges of $**3.37 plus a $5.00 “late fee.” After hours on the phone, being switched from one representative to another and being disconnected at least twice, we were able to get this invoice reduced to the $**.30 it should have been in the first place. 3/*/12 Received an invoice for $63.36, which accurately reflected the service provided. 3/**/12 I called to request that our service on both lines be reinstated to the service levels they were at in 12/**. For over a month we did not have any service on our secondary line, neither dial tone nor DSL. 3/**/12 Received invoice for $75.32, which included the $63.36 charges from the 3/4 invoice and a number of charges associated with reinstating our service, even though we had been assured that there would be no fees associated with returning to our original level of service. Again, after several hours on the phone we were instructed not to pay this invoice. 4/*/20 Received invoice for $209.45. After another lengthy phone session we were told to pay $158.20. Note: For the first 4 months of the year we had been billed $475.80 and paid only $191.03! 5/**/12 Received invoice for $79.82 which we paid. 6/*/12 Received invoice for $97.02. Called to question this amount and was told to pay invoice and that on 7/** we would billed $**2± plus a credit for $35±. 6/**/12 Received two invoices: one for $63.92 for “advanced internet service” (invoice reduced to $19.99 after discussion with service rep) and one for $39.99 for “current activity.” Both invoices paid. 7/*/12 Received invoice for $33.81 for phone service only. ********** was supposed to call back to explain discrepancy. Never did. Not exactly sure how this situation was resolved but we ended up paying a total of $93.79 although we had been invoiced for $137.72. 8/*/12 Received invoice for $109.67 (including a $ 34.99 charge for High Speed Internet Enhanced for the first time). Was told by service rep to pay invoice and that next month’s invoice would be $95±. 9/*/12 Received invoice for $**9.52 (including a -$10.00 adjustment and the $34.99 High Speed Internet charge) 10/*/12 through 1/*/13 Received invoices for $128± (including $34.99 High Speed Internet charge). 2/*/13 Received invoice for $72.74 (High Speed Internet charge now $19.00). 3/*/13 Received invoice for $95.48 (High Speed Internet charge $19.00). 4/*/13 Received invoice for $174.17 (High Speed Internet charge of $34.99 and $19.00). Was told to pay this invoice and that next month’s bill would be $75.79. 5/*/13 Received invoice for $158.64 (High Speed Internet charge of $34.99 and $19.00). 6/*/13 Received invoice for $70.54 (High Speed Internet charge of $34.99 and $19.00 offset by “change in service” deductions of $79.99). 7/*/13 Received invoice for $158.33 (High Speed Internet charge of $34.99 and $19.00). Paid invoice even though it was wrong and was told there would be a $24.99 adjustment that would appear no later than my August invoice. 8/*/13 Received invoice for $120.53 (High Speed Internet charge of $34.99 and $19.00 and an “adjustment and credit” for $**.**). 9/*/13 Received invoice for $156.98 (High Speed Internet charge of $34.99 and $19.00). 10/*/13 Received invoice for $128.54 (High Speed Internet charge of $34.99 eliminated as a “change in service”). **/*/13 Received invoice for $**7.2. Paid $132.25 as per instruction from rep ****** *******. Said the $34.99 Internet charge should have been bundled as part of Freedom Essentials plan. Promised to correct billing by next invoice. 12/*/13 Experienced problem with DSL router on primary line. Had discussion with service technician to resolve problem. DSL speed test showed a DSL speed of .94 MBPS. Technician said I should be getting between 5 and 7.5 MBPS. Called billing department and discovered that High Speed Internet charge of $34.99 was still part of our bill. Spoke to supervisor about both internet charge and unacceptably slow DSL service who promised to look into the problem and call us back with a solution. Did not call back. 12/**/13 Received invoice for $**8.** (High Speed Internet charge of $34.99 still listed!). Called service rep (******** in the ******* office) and complained about both internet charge and slow DSL service (Speed Test .94 MBPS). Was told she would handle the problem off line and call me back by 7pm latest. Did not call back. 12/**/13 Called service department again, spoke at length (2 hours) with **** ***** from the ****** office, insisting that she keep me on the line until she resolved the problem. She and a service technician were able to determine that, according to our account information, we were only entitled to receive 1 MBPS DSL service on our primary line, even though our telephone line would support up to 10 MBPS and we have been paying for Enhanced Internet service for over a year. Apparently we are getting high speed service on the other line on our account which is only supposed to receive basic (1 MBPS) service. For some reason, which nobody seems to understand, the Verizon computer refuses to re-bundle our account so that we are no longer being billed for High Speed Internet separately from our Freedom Essentials plan. **** ***** requested some kind of priority service to expedite this matter. I spoke to her *******, **** ******, who reluctantly, at my insistence, gave me the cell phone number of one of her associates, a *** *****, and promised that either she or **** ***** would follow up on this matter by early the following week. 12/**/13 DSL service down on secondary line. Spent over an hour on the phone with service technician rebooting system and running tests to no avail; set up appointment with local repair service to have a technician visit on 12/**. 12/**/13 Spent 2 hours with repair service person. Finally we were informed that someone had put in an order to terminate DSL service on secondary line! **** ****** called to find out if we had placed the termination order. She then tried to place an order to reconnect the service but the system would not accept it. In fact the system would not allow her to take any action whatsoever on either of our phone lines. She requested assistance from a senior service technician and hoped to have some answer by 12/**. 12/**/13 **** ****** called to tell us that DSL service had been restored on our secondary line. It had not. Had long call with online service technician who was unable to correct problem. *** ****** promised to call me back the next day so we could resolve our other billing and service problems. 12/**/13 Service restored on secondary line – DSL speed 3.4 MBPS. Left several messages on *** *****'s phone requesting a follow up call from **** ******. Did not receive a return call. 12/**/13 Left message for **** ******. Returned my call: resolved Dec. ** invoice, reducing it by $34.99; said that we would receive an adjustment on our next bill for the eight days that our DSL service had been out on the secondary line. She also promised to review our billing history and determine what restitution should be made by Verizon. The above information was sent to Verizon and others, including the Better Business Bureau, on 12/**/13. BBB sent us a letter on 1/*/** assigning us an ID number. To date, we have received two phone messages from "Verizon Escalation" referring to our letter, but no one has returned our calls. Today (1/**/**) we received our latest invoice ($183.51). It contains the same billing error as always and includes a $15.00 late charge for not paying the entire amount on our last invoice which we had been specifically instructed to do by **** ****** on 12/**/13.

Desired Settlement: By our calculation, Verizon has over-billed us to date by $349.90. We should receive either a credit for this amount or a direct reimbursement. Verizon also needs to make the necessary adjustments in the way our bills are structured and to provide us with a level of DSL service for which we have contracted and paid.

Business Response:

The customer has been contacted and advised that the main number **** and DSL service have been corrected to show the Double play rate of $59.99. A credit in the amount of $299.91 has been issued for overcharges and will appear on 2/*/** billing statement. A Verizon manager will make sure that DSL on customer’s additional line is being billed at the $19.99 monthly rate. The manager has a follow-up to check the February bill statement to make sure the customer is not billed a late charge for January. The customer has been provided with the manager’s name and direct number for any further questions or concerns.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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Additional Notes

Complaint: In 2012 I entered into a triple play bundle contract with verizon fios. In january 2014 I was notified via email that my contract would expire soon and to renew. I checked online and saw that my contract was available to renew for the same services at the same price. I had a live chat with Priam on myverizon.com who assured me that i would be getting the same package for the same price and not to worry. i have a copy or this conversation. I had to make a phone call to verizon to correct an error with my address that I have been trying to correct for the past 2 years so I thought that since it was time to renew the contract, they would hopefully to be able to do both for me. When I called, customer service quoted me at $15 higher a month than the Internet price. The customer service representative then told me that there are better deals online and I should place my renewal order online. I then told him I would book online which i did while i was on the phone with him. i have a copy of this receipt every step of the order. He still had to correct my address which he did but i suspect he also placed an order for $114.99 even though i told him i wuld do it online. I have confirmation numbers for both the address change and the contract renewal. I then logged into my account to make sure everything was correct and saw that my account had a notification of a "downgrade" and $15 credits expiring 2/*. This didn't make sense because the order I placed online was for $99.99 a month, not $114.99 a month. I then had a live chat with ***** who told me that my order was for $114.99. I explained to her that I had proof of my order and she told me to save it and as long as I have that then they will honor it but to wait for my first bill. I didn't want to wait until my first bill because it says you only have 30 days to edit your contract. I called Verizon and what proceeded to happen is disgraceful. I spent 2 hours on the phone being transferred to multiple people who could not help me. They insisted that I was mistaken and didn't care about my proof. This is disgusting. I was then offered a $20 credit for 12 months and after that my bill would go up by $15 a month. That's still not what I signed up for. I want the order I placed. The same exact package I had for the same price $99.99 a month for 24 months.

Desired Settlement: I want my new contract to be $99.99 a month for 24 months as I have stated on my receipt.

Business Response:

 Verizon received copy of fax showing customer price for 2 yrs is 99.99. It did not mention anywhere that her discounts are coming off.  We will honor price for 2 yrs since customer has proof.  We called and advised she is already getting price for 12 months in the system so we will issue her credit for $180.00 which is $15 x 12 months now but must know that once price goes up in 12 months, no other credit will be issued.  Customer is satisfied.  This case is closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern: Hello, I am writing to you today, as I am at my wits end with regard to Verizon. Here is a brief history of my situation, and I am sincerely hoping that you can help me. I have been a Verizon customer on and off for over ten years. I have had my phone's both wireless and land line through Verizon, as well as my internet service; In November 2011 I bundled up and received their three year promotion of internet, landline, and Fios TV for $79.99 a month. On October **, at 445 pm I had called Verizon to see if there were any upcoming promotions, as my contract was running out. At this point, I was informed that there is a restriction on my account. Needles to say I was concerned, because I know that my payments have been up to date. When I inquired about this restriction, they told me that this was because of a bill that was not paid for from the year 2000. They then asked me the last four digits of my social security number, which did not match the social security number they had on file as owing this outstanding balance of $200.00. I had explained to them that they have the wrong person, and that I want that restriction taken off of my account. The customer service agent on the other line stated that If I bundle with them, they will lift the restriction I informed her that I did not want to bundle; I want that restriction taken off my account, as it is not me. On October **, **, and **** I received letters from Verizon all stating that I still have a restriction on my account. I called them again after each letter received and was sent me to several other departments, (billing, accounts verification, etc) who all assured me that this restriction would be lifted, however, when my I was forwarded back to the Change Review Team I was told that the restriction could not be lifted by them and that it had to be removed by billing, and accounts verification department, I informed them that these departments all verified that there should be no restrictions on my account. Again I requested a letter stating that my name has been cleared of any and all restrictions, as I reiterated that the social security number they have on file is not me. As a matter of fact, it belonged to my son who at the age of twelve years old his mother (my ex wife as of 1993) had fraudulently put in an account with Verizon. I told them that there is a police report to support this claim and this issue was resolved back in 2000. I again told them, that clearly it is not my social security number, it is not me, and therefore, before I do any business with you, I am requesting a letter stating that this restriction has been lifted. I was reassured that this would be done, over and over again, as I had called on numerous occasions for the same issue (10/**/13, 10/**/13, 10/**/13, and 10/**/13. I am becoming increasingly frustrated because they still have not resolved this issue. At one point in one of several conversations with the billing department, I had told them that I was going to call the Better Business Bureau to issue a complaint, when the customer service agent (*******) then hung up on me. I called one more time, on 10/**/13, and again, was bounced around from department to department, stating the same complaint, the final straw happened after speaking to a *** ****** whom I had been told was a supervisor in the Change Review Team department; "If you bundle with us, the restriction would be lifted I told her again, I do not want to bundle, I want the restriction lifted as it is not me. The response I received from her was incredulous, and is as follows If you pay the money that is owed, the restriction will be lifted Needless to say I was livid. I told her again, it is not my social security number, you have the wrong person. I realized at this point, and after several very long phone calls to Verizon, that I was getting absolutely nowhere with this company. As a result, I am writing to you, in the hope that you

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am respectfully requesting a letter from verizon stating that the restriction has been removed from my name and as well as my sons name. I also would like a letter of apology from the company for the inconvenience and treatment I'd received.

Business Response: Verizon lifted the restrictions to provision services for this customer. Our customer service team then tried to contact the customer with this information , but it was too late. This customer disconnected their services with Verizon on 11/**/13. This case is closed.

Consumer Response: Better Business Bureau:

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

 

Thank you BBB for responding to my complaint. The response from verizon is unacceptable. This seems to be a typical exaggerated response from them, As I'd  received a letter from verizon on 11/**/13 stating that I still have a restiction on my account.  They had serveral opportunities to lift this restrictions prior to me terminating their service on 11/**/13.
I was told that the only way the restriction could be remove is for me to rebundle my service with them. The only way to correctly resolve this is for verizon to send me a letter stating the restriction has been removed from my name and my sons name as well. Neither my son or i need this showing up on our credit reoport. I am also requesting an applogy from them as well. In addition I have a $13.00 credit coming to me from when I ended my service with them in november which I have not received yet. I am respectfully requesting your help me in resolving this issue with verizon.
Please contact me for any information needed and or questions you have.

Thank you. ***** ********

 

 

 

 


Sincerely,
***** ********




 

Business Response:
1/** Verizon Corp Security **** ******* contacted the customer and he is aware that the fraudulent account has been deleted. Customer is satisfied.  Case closed. Thanks

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved. I would assume that the reply from Ann at verizon should serve as evidence against any further issues with verizon?  Thank you bbb for all your help with resolvi g this matter.

Sincerely,

***** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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1/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Verizon FIOS was installed in my neighborhood in late 2013. In October, a Verizon FIOS door-to-door representative stopped by our house to present FIOS services. The deal looked attractive but, as an engineer, I was concerned that some of the most advanced features that I most rely on (such as watching TV on android devices) may not work on day one in this freshly expanded network. The representative highlighted what was clearly understood by me and my wife as a typical 30-day money back guarantee. In short, we had nothing to lose to try so we scheduled an installation. Unfortunately, it took about two weeks after installation for the features that I actually use to work such as live TV streaming on android and HBO GO (which was not working due to issues with Verizon authentication). After the services started working, we were disappointed by the quality of the live TV stream on android. In addition, the channels available for live streaming were limited and did not correspond to what was presented by the sales representative. For the above reasons and frustration with the FIOS technical support, we decided to cancel our service and go back to our previous provider. This is when the issues with Verizon FIOS really started. Based on our discussion with the sales representative it was clear to me and my wife that no charges would be incurred if the service was cancelled within 30 days. Verizon is now claiming that there is no 30-day free guarantee but only a 30-day worry free guarantee which waives the early-termination penalty only. Verizon claims that it was part of the documentation later sent to us but will not point to the language. I have reviewed the order confirmation and the user agreement and have found no mention of the above. In addition, Verizon is billing beyond the physical disconnection date and notably above the expected monthly charge. This goes against section 5(b) of their user agreement that reads : "Termination of Service by you will be effective upon notice to Verizon".

Desired Settlement: The bill should be adjusted. There should be no charge as presented by the salesperson. The bill is at $198.38 while the cost was estimated at ~$164.37 per month and we have used the services for less than a month even when considering that Verizon charges beyond the requested day of termination hiding behind phone related FCC rules requiring the phone account to remain open but not Verizon to charge for TV and internet after physical disconnection.

Business Response:

The offer presented was to waive any early termination fees if customer decides to terminate the services within the first 30 days. Customers are responsible for any monthly fees for the services provided and any activation fees.

We did agree to adjust the $59.99 data activation fee on this account due to the misunderstanding. The customer was also billed a $5.00 late payment fee which was credited.

We spoke with customer to review findings and confirm credits issued.

We thanked customer for bringing these concerns to our attention.

Consumer Response: Better Business Bureau:

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

Verizon's response shows a partial resolution to the complaint. We appreciates the credits/adjustments but still require Verizon to show how the customer was expected to reasonably access the proper information on the 30-day trial. Verizon argues that it is the customer's responsibility to verify the accuracy of the information provided by their sales representative. Setting aside how self-serving this argument is, the least they need to show is that this can be reasonably done by the customer with the information easily made available by Verizon. I have reviewed the package and the user's agreement and have found no information on this regard. I have asked the customer service representative to point to this information prior to my complaint to the BBB and have not received the requested information. I have now asked the escalation customer service representative to point out how that information could have been reasonably expected by the customer to be verified and have not yet received the information requested. This is required for the resolution of this case.  

Sincerely,

***** *******

Business Response:

Upon further review by our sales agents group it was decided to adjust charges in full. The additional credit of $133.39 was issued on 1/**/13. The credit adjustment is due to confusion over our 30 day worry free guarantee VS 30 day money back guarantee.  The account is now at a zero balance.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a $43.54 bill from a collection. I called Verizon who couldn't even find my information and told to just pay the bill to get it over with. I then talked to an incompetent billing person named ****** who told me not only did I owe this but another bill sent to collections in 2012. He couldn't give me info about either, why I owe money or who to talk to. When I swore (imagine being told you've been in collections for 2 years and no one can explain why) he freaked out and said he would terminate the call. He then sent me back to collections who sent me to billing to begin with, where I talked with **** who said I am being billed for a box I didn't return - which I never received. I asked her for a tracking number, which she said she couldn't find and because she couldn't find it - I am forced to pay it. What Universe where someone cant provide a tracking number means I'm stuck with an imaginary box I have to pay for? I refuse to pay this bill, will reach out and contact the media for this scam and I want to know what ****** is talking about for 2012. A person in collections says there is nothing in 2012, but ****** said there is. I was also told by collections it's already on my credit.

Desired Settlement: I want this sorted ASAP, an apology and for an email to state this bill has been erased and my credit is fine.

Business Response:

Our investigation determined the outstanding charges were for an unreturned router associated with the terminated service.

We spoke with the customer who informed never received the router. We issued credit for the router and recalled the account from the outside collection agency. The account was never credit reported.

The customer is now satisfied.

We appreciate customer bringing their concerns to our attention.

Consumer Response: Better Business Bureau:

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

Sincerely,

********* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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Additional Notes

Complaint: When we bought the business we have changed our internet and phone provider from verizon to another service provider back in august. We contacted them at that time and requested them to stop the services (as we were porting the numbers) and asked them to close the account that was under former owners name. After everything was completed we did not hear anything from verizon and we assumed everything was taken care of. Than we received bill for internet services so we called them again and explained EVERYTHING to representative on the phone that we closed the account and NO SERVICE should continue from Verizon. He apologized and said will take care of everything and issue refund if any. We received a credit bill with refund check and we assumed that it should be now done and over with as we did not receive any communication from verizon. Again on 12/**/13 we received a notice from collection agency on behalf of verizon. We contacted verizon again on 12/**/20133 asking for explanation and help. We spoke to **** at NY Business office on 12/**/2013 at around 4:50 PM and he apologized for the issue and promised us that it will be taken care of. He also informed that that was one phone line left on or something and by mistake it was not closed. He said he put the notation in account regarding the account is already closed and no payment is due. He also assured that verizon will contact the collection agency and will take care of the issue. Again we assumed that issue was done and over with and everything related to our account was closed. AGAIN on 12/**/14 we received a bill from nowhere (without any communication for alll the time) that we have payment due of $401.13. Feeling so frustrated We again contacted Verizon on 12/**/13 at 2:30 PM and spoke to ******** (one of the rep from Verizon). We explained the issue and all the bills and communication that was done in Past. She mentioned that **** is from a third line that was not closed (the line anyway was not working even for the previous owner and verizon could not fix it anyway). I offered her that if anything due before the august (before we close the account) I can definitely take care of it but she said there is nothing due from before its just that different services had different account number and not everything was discontinued hence you are seeing charges but everything should have been discontinued together when requested. I explained her everything again and requested her to close any and everything related to the address and account. We informed her that we do not have anything to do with Verizon and will never have and it is going to the point where it is becoming like harassment because we changed to another service provider. She apologized and assured me that issue will be taken care of. I should just disregard the bill and not worry about it. I again specifically requested her to check and close any and all services provided by verizon at the address doesn't matter if its under new corporation or old. She assured me she checked and everything is taken care of and we will not see any bill or any issue from verizon again. But now harassment continues we just received a email from collection agency (different than previous) with totally different amount and the bill that was never communicated by verzion or by any rep on previous communications when we contacted Verizon. Now we really feel it is like being harassed for choosing different service provider and its like punishment for that. I hope BBB helps with the issue as there is no point of contacting verizon again to resolve the issue. The practice is not fair and ethical as it feels like retaliation for choosing different provider as they just never communicated properly or resolved the issue even after so many requests but just sending the notice from collection agency.

Desired Settlement: verizon should close the account and all services related to address and stop or reverse any charge that was billed and adjust the account.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for everything you do for consumers.

Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had made a payment arrangement with verizon to start paying 200.00 a week (starting today 1/*/14) towards my past due balance but unfortunely i can't. my father past away this weekend. i called verizon to let them and to see if i can start paying them on 1/**/14 and they said NO. How can you help me?

Desired Settlement: Just to allow me to start paying them next week on 1/**/14 and not interrupt the service.

Business Response: Per ***** ********* from our Collections group, The customer paid last night after speaking to an associate in the amt of $450 and made another promise to pay for 150.00 on 1/** and 1/**.  Customer satisfied, case closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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Additional Notes

Complaint: Several years ago I moved a couple of times with the result that Verizon double billed me. They acknowledged their error and refunded a month's overcharge, but they did not correct their files. As a result, when I call them for whatever reason, I'm told there is a "credit alert" on my account. When I objected, they eventually agree to correct it but never do. About a year ago I managed to upgrade my Verizon service despite the credit alert, and was assured that the account would be corrected. But it never was. When I called just this evening in response to a mail advertisement, I was told there was a "credit alert" on my account. I am current with all payments to Verizon; I pay the company automatically every month.

Desired Settlement: Make the necessary, long-overdue adjustment to my account.

Business Response: The case was sent to both the business office and to the credit verification team.

Records indicate that there is still final debt in the amount of $119.13, this is a result of 2 refund checks being sent in error: one on 9/*/2010 in the amount of $119.13 and one on 10/*/2010 in the amount of $119.13. Records indicate that both checks were cashed. However, this sum was debited back on the account.

Records indicate that there is a restriction on the account. The verification team advised that we can temporarily life the restriction if needed while this issue is being investigated.

On 1/*, specialist *** ** ***** spoke to *** ******* and he does not  want or need to make any changes to account, but does want the restriction removed. The case was sent to Finance specialist *** ** *********.

The decision was made to issue credit for $119.13 under account ************* - *** to resolve this issue. On 1/**, manager *** ********* spoke with the customer to advise and per Manager *** ** ******** of the Verification team, the restriction has been permanently lifted.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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Additional Notes

Complaint: 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: *** ***** from Verizon’s Customer Service Center called and left a message for *** ******* 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.  *** ***** 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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/6/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/6/2014 Problems with Product/Service | Complaint Details Unavailable
12/31/2013 Problems with Product/Service | Complaint Details Unavailable
12/30/2013 Billing/Collection Issues | Complaint Details Unavailable
12/28/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/26/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/26/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/25/2013 Problems with Product/Service | Complaint Details Unavailable
12/24/2013 Problems with Product/Service | Complaint Details Unavailable
12/24/2013 Billing/Collection Issues | Complaint Details Unavailable
12/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In February 2013 I contacted Verizon Fios to inquire about their bundled (TV, Internet, Phone) services. The representative gave me a price for the bundle and I informed her that the price was too high and it needed to come down for me to agree to the service. The representative told me that if I bundled my verizon wireless service with the TV, Internet and landline that there wuld be an additional $10 discount per month. I agreed to this with the representative and scheduled and installation. In March I received a bill and the price was higher than I expected by approximately $10. When I reviewed the bill I realized that there was not a credit for the "one bill' that I was told that I would receive. I called in April and expressed my concerns to another representative who looked in to the account and stated that this would not be a problem and I would get the discount. On May *** I received a bill that again did not have the $10 discount applied. I called and spoke to a representative and than a supervisor who states that I will not be given the discount because the "one bill" is not part of the bundle and that Verizon has the right to eliminate the one bill discount at any time and that is what they did. I informed the supervisor that when I agreed to the services offered, I did so because I was told that this $10 would be applied and this verbal agreement was being violated. The supervisor states that there is nothing that they can do and that I should have gone to their site and read the agreement. I stated that I had a verbal agreement to a two year price and that Is what should be honored. He basically said that there is nothing that they could do and that I have to pay $10 more than I and the initial salesperson agreed to. I feel that I should have been advised by the initial salesperson that there was a chance that the $10 discount could be discontinued and I was not. When I said this to the supervisor he stated that the salesperson was uninformed as well as the representative that I called in April. I told him that that is irrelevant and the original price should be honored.

Desired Settlement: I feel that I entered in to a verbal agreement on a two year contract on a price that was given to me and that I should be credited the $10 per month for the duration of the two years. I feel the verbal agreement and contract should be honored since I was never verbally informed that they can somehow discontinue a discount in the middle of an agreement.

Business Response: *** ***** from Verizon’s Customer Service Center advises  she called the customer and advised her that the $10 discount for adding her Verizon Wireless charges to her bill is no longer available.  She offered her a $20 a month discount for 12 months which will equal the $10 a month for 24 months.  The customer was satisfied with this resolution.     
Verizon apologizes for the inconvenience and frustration this matter has caused *** ********.   
 

Consumer Response: Better Business Bureau:

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

 

I filed a complaint with the BBB in 05/2013. I do not have the complaint number due to a changing email address. My complaint was that I signed a two year agreement with Verizon for a set price. After beginning the service Verizon decided that they were no longer offering me a $10 monthly discount for bundling my services even though that was why I agreed to the contract. Because of the BBB investigation I was contacted by verizon and we agreed that instead of honoring the $10 discount for two years that they would automatically credit my bill $20 each month for one year. After not seeing a credit the first month I called Verizon to complain and they stated that this problem would be fixed and I would not have to call back again. Since then I have had to call 6 different times for my bill to be credited. The bill was credited due to my phone call in June-December. My complaint is that Verizon has failed either intentionally or unintentionally to abide by the agreement in my previous complaint and that calling each month for six months for billing errors is unacceptable.
 
What I am hoping for is that I will be released from my two year agreement without penalty because the billing problem continues to exist and I have found nobody through these multiple phone calls that is able to correct this problem and six months of problems is enough. I do not see any other possibility

 

 

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


Sincerely,

***** *******




 

Business Response: *** ***** from Verizon’s Customer Service Center advises she spoke to *** ******* to explained she issued a $40 credit to cover the missing promotional discount from 11/*/13 to 12/*/13 and she will manually credit the remaining five months.  She provided the customer with her direct number to call in case of any further issues or concerns.  

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/23/2013 Problems with Product/Service | Complaint Details Unavailable
12/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been going back and forth regarding billing errors that continue month after month on my bill. My total bill as promised is suppose to be about $185.00 monthly with tax. I continue to recieve a bill of over $200.00 still even after having this corrected and promised to stay corrected each month. I have been on the phone with numerous representatives including supervisors. This has just been one headache after another and I am just feed up.

Desired Settlement: I want my bills to reflect the promised amount each month without any more charges being added and I want to have my bill credited any amount if any that I have paid over the agreed billing amount.

Business Response: **** ********* was issued a 1 time lump sum credit $399.95 to cover $21.05 x 19 months left in contract. ***  ********* states was misquoted by $20. IHD *** ********* *** *********  was also advised if she cancels for any reason within the 2 years, she will have to pay the early termination fee.

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/20/2013 Problems with Product/Service | Complaint Details Unavailable
12/20/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/20/2013 Billing/Collection Issues | Complaint Details Unavailable
12/18/2013 Problems with Product/Service | Complaint Details Unavailable
12/18/2013 Delivery Issues | Complaint Details Unavailable
12/18/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/16/2013 Billing/Collection Issues | Complaint Details Unavailable
12/13/2013 Delivery Issues | Complaint Details Unavailable
12/12/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been trying to work with Verizon for several months, the phones never worked properly and have cost us considerable time and effort. The company itself has been completely unresponsive. We want to return the phones and when my employee called them today to ask where they could be shipped to the representative had him on hold for an extended period of time, then gave him an address and phone number of a location. He called that location to confirm that he could return the phones, which turned out to be a retail branch store of some kind, and the manager informed him that the person at corporate was entirely wrong about him accepting phones. He gave another location, which did not answer calls at all. In earlier calls with customer service they claimed that these phones, which we purchased from them and are clearly marked with their logo, are actually the responsibility of a third party vendor. When we contacted the third party vendor they claimed no responsibility and told us to go back to Verizon. Again, attempting to use their system has cost my small company an inordinate amount of man hours that should have gone towards our actual business. I cannot calculate what their defective products and services have actually cost us. We intend to ship the phones back to corporate headquarters.

Desired Settlement: We would like a full refund.

Business Response: Verizon repair dept. confirmed that the customer never called once to report a trouble w/his phones.  Our business office could not issue an out of service credit if the customer never called Verizon to report this.  Verizon is sustaining these charges and our position will not change on that.  Thanks.

Business Response:

 Verizon's Business office advised him for the 3rd time that the phones cannot be retured there is a 30 day limit. He mentioned that he already recalled having the same conversation with another representative at Verizon, *** *******. This case is closed and Verizon already addressed the phone issue on muliple occasions.

Consumer Response:

Below is automated documentation of my request for support from Verizon.

 

 

                      t: ###-###-#### | o: ###-###-#### | f: ###-###-####

                            *******************    ****************  

 

 

 

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***** *********** ** ******** ** ****** ****** ** *** ***** ********** ** ********* *** ******* ******** *** ****** *** *******     ******** ******** ******* ******** ******** ***** *** *** ********** **** ******** ***** ******* ************ ********************************** ***** **** ***** *** **** **** ** *** ******************* **** ******** **** ********* *** ******** ********* *** ******* ***** ******** ****** ********* **** ******** **** ******** ******** ** ********* ** ** ******* *** **** *********** ******* *** * ** ********* ***** ** *** ******* ******* **** **** ****** *** **** ******** **** **** ******** ******** *** ********** **** ****** ****** ***** ****** **** ***** * ***** **** ****** ******* ***** * ***** **** ***** ** ******* ** ***** ***** ****** * ***** **** ***** ************ * ***** **** *** ********** **** ********** ** *** ********* ****** **** *** ****** ******* ******* ****** ******* ** *** ******** * ***** **** ************ ********** ** *** ******** * ***** **** **** ******** ********** * ***** **** ****** ** ******** * ***** **** ****** **** ***** * ***** **** ******* *************** * ***** **** ***** ****** ** ** ******** ******* ****** ** ******* * ***** **** ****** * ******* **** **** ******** **** ******* * ***** **** ********** **** ********** ***** *** ******* ******** ******* **** ** * ***** **** ******** **** ***** ******** **** ********* ** ******* ****** * ***** **** ** ******* ******** **** ** ******* ***** * ***** ****** * ***** **** ***** *** *** ***** * ****** *************** ********* ** ** *** **** ** ******* ****************** *********** **** *** **** ***** **** **** ******* ******* *** *********** ********** ******************************** ************ ************ ** *** ******* ************ ****** **** ***** **** ******* *** **** **** * ***************** ***** ******* **** ****** ****** ******** ********* ****** ** *** ***** ** **** ******** **** ******** *** ****** ********* ******* ****** ******* ****** * ** *** ***** * ** *********** ** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/11/2013 Problems with Product/Service | Complaint Details Unavailable
12/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Verizon DSL has made appointments with me, when my service just stopped. They have repeatedly not showed up for appointments made to fix the problem.Unfortunately I would gladly discontinue service but there is no other provider available for DSL internet service in my neighborhood

Desired Settlement: I would like a refund for the period I did not have service and compensation for the hours of work that I lost waiting at home for technicians to come that never arrived. If they ever get the service working this could be free service for a half year.

Business Response:

On 11/**/13 we dispatched technician resolving problems. Repair manager has provided customer with his contact information.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2013 Billing/Collection Issues | Complaint Details Unavailable
12/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Verizon is the absolute worse ! I had an account with Verizon. Currently, as of today 08/**/2013 Now I have 3 accounts all of a sudden. I haven't service for verizon for 3 months. I have been calling Verizon and their service has been very dissapointing . Their reps are not reliable and not consistent. My issue is. I had an account from Verizon . The account became past due . The account was sent to a collection agency. I can understand it was all my fault. The 80.00 $ was paid for. I have proof of the payment. What verizon did is reinstate the account and my account is still at a collection agency. Its been since April I havent had service with verizon. Verizon had been very dissapointing and annoying. After the account was reinstated I have yet to get the account troubleshooted the proper way. I have yet to get service from verizon. The last time I had service was about 2 weeks ago all of a sudden. I havent service for 3-4 months. I have made payments just to comply with their nonsense. I have on the phone with Verizon numerous of times. Trying to get my account fixed and they couldnt help me at all. Each time I call their service partners they can never seem to understand exactly why their is an issue. I only received service about a week ago. Each time I called I have to speak to several departments. My acccount is still in collections and no one can't help. The last conversation was that I had to pay an extra 80.00$ so they can deal with the collection agency. My account is still in collections. This is just annoying and no one can help me with the issue. Also, they can never follow-up back. Numerous times we loose connections and not follow-Up . Verizon is the absolute worst.

Desired Settlement: I need refund for the services that I didnt use . Also I am not paying for an extra 80.00. I paid the 80.00 there is not reason why I am being penalized for doing what I was told to do. Verizon service is the absolute worst. I need my account out of collections. Also my account to be refunded for the months I did not use.

Business Response:

We are no longer offering internet only service.  Customer must now have voice with internet.

This customer had internet only service and we added the voice service.

This resulted in finagling out the internet only account and establishing new bundled account.

Payments were applied to incorrect accounts.

We reviewed accounts confirming $80 payment transferred back to final out the internet only account.

We had issued 3 months credit to the bundled account for voice/internet to satisfy customer.

Billing specialist left messages for customer on both the home number and reach number with her name and direct number to call if any unresolved concerns.

We apologize for the problems encountered and thank customer for bringing his concerns to our attention.

Business Response:

All issues raised in this complaint were previously investigated and resolved.

As previously reported our collection's department confirmed customer's account #********** was removed from the credit report on 8/**/2013 (Control No.********). A request for deletion letter submitted and sent to customers' email : ***********************.

We suggest if customer has any further issues he contact our billing office.

 

 

Consumer Response:

However, I am still being billed and haven't use Verizon services for several months. Please take a look into it more futher.
 
Better Business Bureau:

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

Sincerely, 

******* ********* 



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/7/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
12/6/2013 Billing/Collection Issues | Complaint Details Unavailable
12/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband Gabriel changed verizon fios bundle plan on 7/*/13 over the phone with a sales person named *****. (we were verizon user since 2002 and just switched the plan). At that time my family was in the process of moving to California, so my husband asked him if there would be any problem. ***** told him there would be no early termination fee if we move to the area where verizon has no service. (we moved to San Diego, California on 9/**/13 and no service is available in my new house). Now I got a bill for early termination fee of $220. I called verizon today and spoke with a supervisor named ********. He said there is no documentary evidence about waiving fee so I have to pay! There is no way to confirm if ***** writes all the conversation or not through phone. He didn't do the right thing to do and/or gave my husband wrong information and the result is that I have to pay $220. I do not think this is right. Please resolve the problem. Thank you.

Desired Settlement: The verizon should waive the early termination fee.

Business Response:

We spoke with ***. on 12/*/13 and agreed to adjust the early termination fee based on the discussion.

The customer is aware of the balance remaining and is now satisfied.

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: UNKNOWN TO ME, NOT UNTIL A FAMILY MEMBER TRIED TO REACH ME VIA MY HOME PHONE DID I KNOW MY SERVICE WAS NOT AVAILIABLE. MY HOME PHONE SERVICE HAS BEEN OUT SINCE, NOVEMBER **, 2013. VERIZON HAS NOT CONTACT ME VIA E MAIL TO INFORM ME OF THIS PROBLEM. I DID SPEAK WITH CUSTOMER SERVICE TODAY, 11/**/2013 @ 1530 HOURS AND WAS INFORMED THAT THE SERIVICE WILL NOT BE RESTORED UNTIL DECEMBER *, 2013. THIS IS UNACCEPTABLE. APPARENTLY THERE IS A CABLE THAT NEED TO BE REPAIRED. WHAT ABOUT TELLING THE "CONSUMER". THIS A HOLIDAY WEEK AND FAMILY/FRIENDS NEEDTO BE CONTACTED. MORE IMPORTANTLY, I HAVE AN ELDERLY, SICK PERSON IN MY HOUSEHOLD AND THE ONLY LIFELINE IS "911" ON MY HOME PHONE. HOW DARE VERIZON, CUT MY SERIVICE. YOU CAN NOT ASSUME THAT "EVERYONE" HAS A CELL PHONE.... PLEASE RESTORE MY SERVICE AND ISSUE ME A CREDIT FOR THE INCONVIENCE. *** ********* ###-###-####

Desired Settlement: AS PER THE ABOVE....

Business Response: 11/**- Tech repaired the cut cable at **** **** ****** to clear this trouble and spoke to the customer. Case closed

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/4/2013 Problems with Product/Service | Complaint Details Unavailable
12/3/2013 Billing/Collection Issues | Complaint Details Unavailable
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12/2/2013 Billing/Collection Issues | Complaint Details Unavailable
12/2/2013 Problems with Product/Service | Complaint Details Unavailable
11/29/2013 Problems with Product/Service | Complaint Details Unavailable
11/29/2013 Advertising/Sales Issues | Complaint Details Unavailable
11/27/2013 Billing/Collection Issues | Complaint Details Unavailable
11/27/2013 Problems with Product/Service | Complaint Details Unavailable
11/26/2013 Problems with Product/Service | Complaint Details Unavailable
11/26/2013 Billing/Collection Issues | Complaint Details Unavailable
11/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Earlier this year, my home underwent construction. As a result all of my telephone and television wiring was removed from the home, and I was temporarily relocated. This went on from approximately February to April. Upon returning to my home, I contacted Verizon to get the television and phone lines reinstalled so that I could resume service with them. They advised me that since I had not initially notified them that I was not using the service, I was responsible for all charges during the time I was without service. I questioned whether they could tell that my service was used, and was advised that their records indicated that I had in fact not used the service during the timeframe in question. I advised them that although I neglected to notify them that I was out of the home, I should not be penalized simply because that is their "rule." I asked them to remove the charges starting the day after they determined I had last used the service until the day they came back to restore it for me, a request that they denied repeatedly over several months of requests from April to June. On October **** and November *** I e-mailed Verizon via their website requesting to be contacted to further discuss the issue, but did not receive a response either time. I have since been referred to a collection agency without any further communication from Verizon regarding my request.

Desired Settlement: I am looking to have my debt reduced to the amount I legitimately owed up to the time that I last used the service, and deleting any amount that the company says that I owe simply because I neglected to notify them that the home was uninhabitable. I know there was a balance at that time, but I do not know what it was, but it certainly was well below $454.17

Business Response: *** ****** from Verizon’s Customer Service Center advises she called and spoke to the customer ****** *****.  He stated that they had construction done in their home and they were not using the service from February to April and he’s looking for credit for that time period.  *** ****** asked when he called to advise Verizon and he stated that he did not call us until it was time to reconnect the service.  The customer states that he spoke to someone else who said that they can see he didn’t use the service.  *** ****** explained that we can see that he didn’t make any outgoing calls but we are unable to tell if there was TV service or incoming calls.  The customer received bills and collection notices during this timeframe and no calls were placed to Verizon.  *** ****** advised *** ***** that she was not able to issue the credit for the two months

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Verizon follows the typical corporate model of misleading customers to get money from them, then refusing to be held accountable. In a word, Verizon lacks integrity. Verizon pushed me to have TV, internet and telephone installed immediately, although I told them the restaurant was being remodeled and I wouldn't need the service until Nov ***. The representative / salesperson lied to me and said I wouldn't be charged until I wanted to activate it before opening, even if the service was installed.I decided to allow them to install cables and would wait to activate before opening. Yet, I received two bills before I opened: one for residential (which verizon originally completed the order incorrectly) for $70 and one for business for $636. Verizon activated the service immediately, although I was told I could wait until I was ready to open and notify them, and insist I must pay $700 for the time the cable laid in the ceiling.

Desired Settlement: My Verizon account credited for the time I did not use the service, as I was told by the salesperson. Service to begin October **** would be fair. Please credit the $70 I already paid, as well as the $636 you are demanding I pay.

Business Response:

Investigation determined the service activated n 10/*/13 as residential service and on 10/*/13 converted to business type of service. We do not prewire locations. Monthly fees begin as of date the services are provisioned to the address.  We did agree to adjust charges for service from 10/*/13 to 10/*/13 for charges associated with residential type of services. The monthly charges for the business services though have been sustained. We apologized for any misunderstanding, but services were provided and there is no such offering as delayed billing.

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

No adjustment to my bill has been made. Also, I was charged $64.99 twice for one outlet installation, and was told that would be credited, but it hasn't. I was told my typical bill would be $206.11, with no installation charges, so even if you "pro-rate," how could a partial month raise $206.11 to $636? I paid the $636 so it would not be late, but will dispute on my credit card unless you credit the phone number ###-###-#### to a fair amount. When will the credit for the dates you indicated appear? Verizon (as it should) credited the residential account the corporation mistakenly installed, and now the business account Verizon is overcharging for needs to be explained and credited appropriately.

 

 

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


Sincerely,

******* ***********




 

Business Response:

A review of the bill found non-recurring installation charges billed in error.

We issued credit for the charges which totaled $336.93.

We also issued $15 monthly credit to the account for 24 months to adjust the monthly rate.

We reviewed the credits and monthly rate with customer who is now satisfied.

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ***********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/25/2013 Problems with Product/Service | Complaint Details Unavailable
11/22/2013 Advertising/Sales Issues | Complaint Details Unavailable
11/22/2013 Billing/Collection Issues | Complaint Details Unavailable
11/22/2013 Problems with Product/Service | Complaint Details Unavailable
11/21/2013 Delivery Issues | Complaint Details Unavailable
11/21/2013 Problems with Product/Service | Complaint Details Unavailable
11/21/2013 Problems with Product/Service | Complaint Details Unavailable
11/21/2013 Problems with Product/Service | Complaint Details Unavailable
11/21/2013 Problems with Product/Service | Complaint Details Unavailable
11/20/2013 Advertising/Sales Issues | Complaint Details Unavailable
11/20/2013 Problems with Product/Service | Complaint Details Unavailable
11/20/2013 Billing/Collection Issues | Complaint Details Unavailable
11/19/2013 Problems with Product/Service | Complaint Details Unavailable
11/17/2013 Problems with Product/Service | Complaint Details Unavailable
11/16/2013 Problems with Product/Service | Complaint Details Unavailable
11/14/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My name is ***** ****, I am writing about broadband Internet service in my area. My address is ** ******* *** ******* ** *****. My township is Ghent. ********** ***** service Hudson and ********* service Ghent. The problem is as follows; I call mid- Hudson cable for Internet service, I was told by **********, I live in Ghent and ********* Service my area; likewise, I call ********* only to be told my address is Hudson and **** ****** services my area. I call my town manager, but receive no help in resolving this issue. My phone company for the pass 40 years has been Verizon. I call Verizon and inquire about DSL. Verizon states they don’t service dsl in my area, yet, my neighbor 1 block away has DSL. My wife works from home and can’t get Internet service. I am a retired disable vet. My location is very accessible. I had two-satellite company for Internet service, Wildblue and Starband, neither workout Well. I have exhausted all ave. on this matter with no resolution so far. Thank you very much for Looking into this matter. Sincerely, *****

Desired Settlement: One of the three, verizon, *********, mid-hudson or Charter communication should service my area.

Business Response:

Verizon engineering investigated the availability of DSL for this customer. It was noted that while the customer is in Verizon territory, the customer’s loop length distance is 30k kft from the serving Central Office; therefore the address cannot qualify for DSL service. DSL can be provisioned and supported only up to 18K kft.

Business Response:

BBB Rebuttal # 2 Closing

Verizon engineering investigated the availability of DSL for this customer. It was noted that while the customer is in Verizon territory, the customer’s loop length distance is 30k kft from the serving Central Office; therefore the address cannot qualify for DSL service. DSL can be provisioned and supported only up to 18K kft.

The customer was contacted by a Verizon engineer who explained in detail why he is not qualified for DSL. His line would need "conditioning" in order to get the service to work and per Verizon Corporate Policy, the company no longer conditions copper lines for DSL. The service is not available to this customer.

In accordance with corporate policy, Verizon determines the Internet / data products and services offered to its customers, and in accordance with that policy, as stated above, DSL service is not available to this customer. DSL is not a supported product at this customer’s location. Verizon apologizes that we cannot meet his request for service.

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

 

 

 

 

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


Sincerely,

***** ****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/14/2013 Problems with Product/Service | Complaint Details Unavailable
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11/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My DSL speeds are artificially capped at 3.0mb/sec despite having a Verizon plan and line quality that supports higher speeds. I signed up for Verizon’s ‘High Speed Internet Enhanced’ plan which has a range of Download speeds of 1.1 Mbps to 15Mbps. I am knowledgeable about DSL technology and asked some very specific questions of the Verizon sales representative about how the tiers work. Specifically, I asked about speed capping/provisioning. I was told that there would be no artificial restriction/cap on the speed I could get, that I would get the best speed that the line to my house could sustain. Given this assurance I signed up for the plan. When the tech was here installing the phone line he tested the line quality. He told me that the signal to noise ratio on the line should support speeds around 5-7 Mbps if not higher. He said I needed to call to Verizon to make sure they knew the line could support higher speeds. Taking his advice I’ve now placed 4-5 calls with Verizon and spent about 3 hours on the phone with various folks (many well intentioned) who due to internal systems can’t seem to set my provisioning higher. First the tech support people tell me I’m provisioned for 3Mbps (which goes against what I was told when I signed up for the service) and that I need to talk to someone in billing to get the provisioning changed. I told him that it’s the same price for up to 15Mbps and not a billing issue. He ultimately tells me he can’t help. I spoke to numerous people in sales and billing. One of which spent an hour on the phone with me as she ran into the same circle of issues that prevent them from changing the provisioning in the Verizon system. She spoke to support where they told her what they told me – that it’s a billing issue. She told him that it’s simply an enhanced plan up to 15Mbps – changing the provisioning speed isn’t an option she has. She said she would call me back the following day with updates but I haven’t heard back. She’s the 2nd person to tell me they will call back to follow-up but didn’t. In summary, I want the highest speed DSL line my line can handle under the Enhanced plan. This is what I signed up for. I was clearly told there would be no cap/limit on the speed up to 15Mbps. If the line could only support 3Mbps, I’d be ok with that, but it can support higher speeds and Verizon is incorrectly restricting my speed. I think this is a deceptive business practice. I assume the provisioning/capping/limiting is based simply on my distance from the switching office, not the true quality of the line…. And apparently changing the provisioning is proving a bureaucratic challenge with various departments claiming others have that responsibility.

Desired Settlement: Fix the issue. Provision my DSL account for the highest level it can receive based on it's actual quality (signal to noise ratio) - don't simply limit me based on my distance from the office. I expect the best speed I'm paying for, not the artificial limit that's on my account.

Business Response:

*** *******, was advised central office showing 3M is the highest DSL speed available unable to provision at higher speed. Unable to support higher than 3M without impacting other customers.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Had a Verizon FIOS Account which was closed in March of 2012. Verizon kept the account open after official notification of the account closure, and all of their equipment was returned to them. Verizon fraudulently kept my account open until July 2013, and continued to bill me on a closed account. They have referred my account to collections, and ever since May of 2012, I have been receiving over 150 harassing calls from their collections department. They are harassing me, and refusing to rectify their billing errors. I have contacted them several times only to constantly be transferred to numerous different departments to the most RUDE & UNPROFESSIONAL personnel. Repated failure to rectify the issues, after numerous complaint filed with their customer relations.

Desired Settlement: immediately remove my account from collections, and remove all the negative information you have reported to my Experian and Equifax credit bureau files. After all of this is done, please unsubscribe me from all of your mailings and phone calls, and PLEASE LEAVE ME ALONE AND STOP HARASSING ME!!!!!

Business Response:

This customer contacted our Presidential Appeals office and our executive offices regarding his billing dispute.  The services were discontinued in June of 2012 and outstanding charges do not included any unreturned equipment charges. Our review of the account found charges to be accurate. We contacted customer to review the charges and discuss his concerns. The customer was not receptive to discuss of the billing.

 

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

services were disconnected,   and verizon failed to close the account after written notification for account closure and calling to their customer relations as we were experiencing several service issues,  and service outages,  which they never bothered to rectify or resolve for months.

 

 

 

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


Sincerely,

******** **** 

Business Response:

We understand customer is not satisfied and we regret we will not be able to satisfy this customer. Our records confirmed service discontinued in June 2012 and no record of any request for termination in March of 2012. The customer has not been able to provide any documentation he requested the services to be disconnected in March. The service continued to be used from March through to disconnection.  Our investigations determined the outstanding charges to be accurate and have been sustained with the customer multiple times. This complaint is closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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11/11/2013 Advertising/Sales Issues | Complaint Details Unavailable
11/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Verizon FiOS advertises unlimited internet usage quote having "No internet caps, no limits. no overages - period." Yet Verizon has been sending out letter to certain individuals telling them they've hit a limit and need to cut back on usage or face disconnection.

Desired Settlement: I wish Verizon would either be clear in their Terms of Service about how much one can use or stop advertising unlimited internet usage.

Business Response: *** *** has been in contact with Verizon’s Product Manager *** ***********.  Verizon’s Terms of Service which are accepted by each customer when their FiOS service is established states in Section 4 subsection 3 that, “You may not exceed the bandwidth usage limitations that Verizon may establish from time to time for the Service, or use the Service to host any type of server or use it for high volume purposes. If a violation of this section occurs, it may result in bandwidth restrictions on your Service or suspension or termination of your service.”

*** *********** advises he has spoken to *** *** several times regarding this matter and advises that *** *** falls into the high volume user and was notified if it continued his service would be suspended.  

The Verizon Internet Terms of Service that is applicable in this case is attached and highlighted.  

Consumer Response: Better Business Bureau:

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

*******, I thought you told me that Verizon FiOS has unlimited usage. Apparently this is not the case as you cleary point it out in ToS.

I will NOT allow Verizon to threaten me or anyone else when they have promised service in their advertising which do not agree with ToS.

I would like Verizon to acknowledge their advertisement is misleading and false. I was sold service under false pretenses. 

 

 

 

 

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

Sincerely,

***** ***




 

Business Response: As with anything advertised as unlimited, there are thresholds in place for the few people who will push the limits of the offer.  Most Verizon customers enjoy unlimited data usage however, the Terms of Service clearly state that excessive usage will be identified and may include suspension. You were identified as an excessive user.  Your options are to decrease your usage, select a higher usage Verizon Business Service or to terminate services. This is Verizon’s Final Response regarding this matter 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/9/2013 Problems with Product/Service | Complaint Details Unavailable
11/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Once again I received a "bill" from Verizon for service I do not have with them. This is the third bill I received from Verizon, and from August * - 9/** I have been in and out of contact with Verizon to straighten this bill out. They are continually attempting to "extort" money from me for service that I have "NEVER" received from them. No matter how many customer service reps. I speak to or Administrators the same outcome always occurs. After a month or two I get a bill, and when I contact them they "claim that they did not know that". I called today and spoke to ***** in Billing, and that is what she said, she did not know I did not have service. How is that possible when it was billing I went to with **** ****** ***** on the third way calling line to clear up this whole matter?

Desired Settlement: I want them to give me FULL CREDIT, with a ZERO BALANCE IMMEDIATELY. I don't every want to receive another bill from them under any circumstances. I have service with *** and I have had this service since September 2013.

Business Response:

The customer was contacted and advised that the system issue that rendered her another bill has been resolved and a credit was issued in the amount of $30.99 to correct the billing. Due to the system issue, the customer was also incorrectly issued a refund in the amount of $82.37 which she cashed.

Business Response:

Verizon noted the $82.37 credit issued in error as part of our normal response and documentation. We apologize for the inconvenience that this customer experienced.

Consumer Response: Better Business Bureau:

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

 

November *, 2013
 
 
 
BBB of New York, NY
New York, NY
 
To Whomever This May Concern:
 
I just received a response from you in regards' to my complaint listed above.  I have "rejected the response" for the last time. 
 
I do not accept Verizon's response.  They responded the way they did out of Pettiness and their lack of Professionalism.  I have learned in the last three months that Verizon is very "deceptive and dishonest" in their practices, and I don't want to have anymore communication with them.
 
You can close this case but let it stand that my response to them and in regards to this case is that "I DO NOT EXCEPT THEIR RESPONSE".  I want this over, if I am harassed any further by Verizon, I will take my complaint to the New York Attorney Generals Office and file with the FCC.  I have made "four" complaints thus far with BBB, and Verizon has absolutely no scruples as to "correcting their business practices".
 
Thank you BBB for your kind and diligence in this unfortunate and unsavory matter.  This is my final response and let it be Verizon's final response to me.  Anything after this date, November ***, 2013 will be sent to the Attorney Generals Office and The FCC.
 
Sincerely,
 
 
 
******* ** *******

 

 

 

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


Sincerely,

******* *******




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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Additional Notes

Complaint: I placed an order to add some premium channels on Sep **. According to Verizon, the channel should be available to watch in a couple of hours, but by the evening of Oct *, the order hasn't been through Verizon's system. During the five days between Sep ** and Oct *, I've called customer support, technical support more than 10 times, all agents promised to solve the issue within the day but nothing has happened. Some agents promised to call back in a couple of hours, but they never did that.

Desired Settlement: Just simply get the order completed. I should have been compensated for the delay, but first thing first, show me the channels.

Business Response:

Verizon has reviewed the renewed complaint. Please be advised that, as stated in our original response, this is not a case of fraud and all charges have been and remain sustained.

Consumer Response: Hi,

The complaint has been fully resolved. You can close the case now. Thanks!

Regards,
******


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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11/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Verizon had my phone out from March **** til August with promise to fix it-in August they force me to switch to fios which i did--Now they sent the bill in my son's name instead of original name on the acct. which was my husbands--been calling since last week the number they gave me for problems with my billing and no one returning my calls-Now they deducted the money for the bill (which is incorrect in the first place) from my son's account and he wasn't listed on the bill--he was just paying for my dsl. This is illegal since they never even spoke to him. No one is assisting me with this nor other issues that were going on since March. The number of the people I dealt with is *** ********. The girl I spoke with name in ******** and her boss whose number this is -is *** *****- Called 5 times with no return call.

Desired Settlement: Refund my son's account. Put the bill back to original name on the account and correct the amount on the bill!

Business Response:

Our investigation found billing name corrected on 9/*/13.

We contacted customer to confirm issues resolved. Customer requested to make listing non-published and an order was issued to make the change. Customer aware monthly fee associated with the non-published number.

We apologize for the problems encountered and thank customer for bringing these concerns to our attention.

Consumer Response: Better Business Bureau:

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

 

I am not satisfied totally with what verizon has done-since was not original agreement.  To date they have not rectified in writing that the illegal bills that were sent to my son are resolved.  I agreed to $20 off per month as it is the only resolution they handed  me---but unhappy that i was without a phone for two weeks in January and February and totally  out of service from March ** until September.  They should not force customers to go to Fios if they don't want to be.  They harassed me beyond belief.  I think someone should look into what they are doing since being a widow with no phone service for months put my well being in danger.

 

 

 


Sincerely,

***** ********




 

Business Response:

Records confirm written confirmation requested was sent directly to son in response to a separate complaint filed in the son’s name with the BBB.

We have arranged courtesy credits of $240 ($20 for 12 months) and no further credit will be authorized.

The company has in good faith attempted to resolve this issue to customer’s satisfaction with no success.

We regret we will not be able to satisfy this customer and consider the matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2013 Billing/Collection Issues | Complaint Details Unavailable
11/1/2013 Advertising/Sales Issues | Complaint Details Unavailable
11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Verizon is going to charge me $150.00 to cancel my service early. The reason for cancelling the contract is that Verizon does not offer service where I am moving to. I am moving to Danbury, CT and they only provide service to Greenwich, CT. I feel that this is a special circumstance and I should not be charged the early termination fee of $150.00.

Desired Settlement: I would like them to waive the fee.

Business Response:

Customer Service spoke w/***** @ 310pm....offered customoer 50% on ETF as a courtesy & 1x credit only. Customer will pay $75 & we will follow up and adj $75 on final bill statement.  The customer accepted for

 resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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10/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

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

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

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

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

Consumer Response: Better Business Bureau:

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

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

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

 

 

 

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


Sincerely,

****** ******* *******




 

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

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

Rebuttal: The customer feels that he should receive credit from 6/*/13 to 6/**/13 since he called on 6/*/13 to have the service disconnected.  *** ******s from Verizon’s Customer Service Center left *** ******* several messages for *** ******* to discuss the billing and credits.  She mailed him a letter asking that he call her directly at *** *** **** to discuss the billing. 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2013 Problems with Product/Service | Complaint Details Unavailable
10/29/2013 Billing/Collection Issues | Complaint Details Unavailable
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Additional Notes

Complaint: I have a written contract with Verizon from an authorized representative stipulating total cost, with all taxes and fees, of $150.50/month. This written contract was the basis for me to switch services from ***** ****** where I was paying $169/mo for comparable services. After spending countless hours on the phone, a supervisor told me the charge should be $225 for the services I am receiving but she would credit me $75/month total times 48 months (the 2 year term of the contract) for there difference between the contracted rate and the rate I "should" have been quoted. Yet, my monthly bill is over $330 per month and I can't waste any more time trying to get them to honor their agreement.

Desired Settlement: They honor the written contract of $150.50/month for 2 years for all services inclduing taxes and fees.

Business Response: The case was sent to the business billing team.
On 9/**, specialist *** ** ******* called and was advised that the customer is not in the office today.
9/**, *** ******* called and left a detailed message.
On 9/**, *** ******* called and was advised that the customer was not in today, but was advised that he did get the messages and would be calling today.
The attached letter was sent by *** *******, providing her direct number of at ###-###-#### should the customer wish to discuss this matter with her.                                                                              
                                                                                         
                                                                                                       
                                                                                                
Name and Title:          ****** *******                                                          
                                     Specialist-Customer Service                                                
 
 
Date:        9/**/13      


Dear ****** **********:

I am sending you this letter because I have been unsuccessful in reaching you by telephone to discuss the recent complaint you filed with the Better Business Bureau about your Verizon business account. Please contact me at *** ******** by September **, 2013 if you still have questions about your Verizon business account. If I do not hear from you by this date we will consider the matter resolved.
 
 
 
Thank you,
*** *******

Consumer Response: Better Business Bureau:

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

 

****NOTE FROM BBB****

Consumer sent a copy of their contract.

 

 

 

 

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


Sincerely,

****** **********




 

Business Response:
Response: 

 

The case was sent to the business billing team.

On 9/**, specialist *** ** ******* called and was
advised that the customer is not in the office today.

9/**, *** ******* called and left a detailed message.

On 9/**, *** ******* called and was advised that the
customer was not in today, but was advised that he did get the messages and
would be calling today.

The attached letter was sent by *** *******, providing
her direct number of at ###-###-#### should the customer wish to discuss this
matter with her.     

***Update***

 

The rebutted case was sent back to the billing team.

Specialist *** *. ******* attempted to reach the customer several times. She also sent the customer an email.

10/** The customer responded to her email advising that she is out of the country until 10/** and *** ******* could contact her
via email.

10/** The attached email was sent to the customer.
There is no credit due on this account. The customer did provide the sales
agent application that has $150.50 written on it stating includes all fees
& taxes. The customer was with Verizon from 2/** to 8/**, 180 days (6mos).
If we re-rate the bills to that rate, the customer would have owed us $903.00
($150.50 x 6 mos). The total payments that the customer made to this account is
$712.18 ($324.11 + $327.10 + $60.97). The balance on this account is zero.                                                                        


                                                                           
              

                                                                                                      


                                                                                                


**** *** ****** ****** ******* ******************* ******* ***** ******** ***** *** **** ** *** ***** *** ***** ********* *** **** ****** ******* *** ****** *** **** ** *** *** ********** ** ***** ** ******** ************ ***   **** ****** *********** * ** ******* *** **** ****** ******* * **** **** ************ ** ******** *** ** ********* ** ******* *** ****** ********* *** ***** **** *** ****** ******** ****** ***** **** ******* ******** ******** ****** ******* ** ** ************ ** ********* *** **** ** *** ***** **** ********* ***** **** ******* ******** ******** ** * ** *** **** **** *** ** **** **** ** **** ******** *** ****** *********     ***** **** *** ******* *** **** ** *** ***** *** ***** ******* *** **** ****** ******* * ****** *** **** ** ***** *** ********** ** *****   ** ******** ************ *** ********** *******   **** *** ******* *********** * ** ******* *** **** ****** ** ******* ** *** ****** ********* *** ***** **** *** ****** ******* ********** ***** **** ******* ******** ******** ** *** ********* *** ***** **** *** **** ******* **** ***** ******* **** ********* *** **** *** ***** ***** ** ********   **** ********* **** ********* * ******** **** ******* *** *** ***** ***** ********* **** *** ******** **** **** ********** *** ********* ****** ******** *** * **** ******* **** ** ** **** ****** ******** ******** *** **** ***** *** ****** ******* ** **** **** ** *** ********* ****** ** **** ******* ** ****** **** ************* *** ********* ******* ******** ** **** ******* ** *** ******* *** *** *** ******** ******** ****** ***** ****** ********** *** ***** ******** ***** ******* *************** *** *** ********** ** ********* ** ***** *** ** *** *********   ***** *** ******* ** *** ****** **** ******* *** *** ***** ***** ********** ** ****** *** ***** **** ** *** ********* * **** ****** *** ***** ** * ******** ** ******* **** ********** *** ******* *** **** ******* **** ******** *** **** ** ****** *** **** **** ****** ******** ******* * * ******* ******** *** ****** *** ** ******* *** ******** ********* ******* ******** ******** ** ***** ** ******* *** **** ******** ** ******* ** ********* ** ******* ** ********* * ** ****** ** ********** ***** *** ******** ******** ** **** **** *** ****** *** ** ******* *** *** ******* ******* ** **** ** ********** ******* *** ****   ****** ** ******* ******** *** ***** ***** **** ****** ** ******* ******* *** ******** *** ********** ******** *** ***** ******* **** ******** ****** ****** ** ***** ******** ****** ******** ** **** **** ******* ** ** *************     ***** **** *** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: There is an account on my credit report that I did not open, I called Verizon to find out what it is and its my mothers address, I requested a explanation of charges and they could not provide. I ***** with my mother and she said she returned equipment and paid the account. I have called Verizon over 15 times trying to resolve this and this is sitting on my credit report. I have never lived at the address in NJ that this account is from. I have requested proof of what is owed so I could have my Mother pay the balance. I was transferred over and over and over again and explained the same story to every customer service person. I did not authorize account and need to know the charges that are owed on this bill so I can clear thsi from my Crecit Report, this has caused me a huge problem with getting credit. Verizon cant even tell me the charges. I need this cleared up and removed from my report. I disputed with the credit agencies with no luck. How can a company operate like this and not give an explanation of charges, I have explained my story to at least 15 people over the past severla months and its so frustrting making no progress. I also ***** with collections who offered a Settletment at $254, but could not tell me what the charges were!!

Desired Settlement: I need to get an explanation of charges that my mother owes if there are any, at this point they should correct balance to $0 . I also need to have this removed from my Credit history as I do not live at that address and dont own the account and have tried to resolve for almost a year now!

Business Response: Response:  


The case was sent to the billing team. Records indicate account #********** is a final account with outstanding balance of $507.54, and is a pending sale. Account has been credited reported.

On 9/**, specialist *. ***** ***** with the customer who requested duplicate bills be sent to her to: * ******* ****** **** ***** ** *****.
*** ***** arranged to sent the 7/**/10 - 8/**/10 -9/**/10 -10/28/10 -11/**/10 bills. The customer advised that her mother used her
information to establish this service and she is not going to press any charges. She will review the bills and will make payment. The customer will
contact *** ***** if needed after the billing review.

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

 

 Please see attached.

The following is a list of events  that took place with Verizon up to this point:

On 09/**/13 I opened a complaint with the BBB.

On 09/**/13 The complaint was assigned ID #*******

On 09/**/13 – I ***** with ***** ***** who did not have a copy of the bills, but told us that she would have
them mailed to us and we would have within a week.

On 10/**13 – We received the bills – We reviewed them and tried to get more info from my mother, but really didn’t get anywhere other than her disputing that she owed Verizon that kind of money and  never received bills from them stating this. On 10/* – We called *** ***** back to discuss, she returned our call on 10/**, we returned her call also on 10/**, she returned
my call on Friday 10/**/13. I discussed the bills and explained there was $237 in phone service and $270 in a termination fee, I offered to pay for the phone services if they would redit the termination fee and also asked if we could speak with someone from the Credit reporting department because this was not my account. She said she would transfer us to someone who could help us with the bill and than they would transfer us to someone from the Credit reporting dept.

I was transferred and ***** ***** with the Billing representative on my behalf, we explained the situation and she
said she would help us out and then transfer us to the dept who reports the information to the Credit Department. She said she was going to take the payment and then credit the termination fee, she even offered a payment plan for the outstanding payment, ***** offered to pay the full amount of $237.

******* ************ ******* ********** **************** ******* ******* ******* **** * ******* ** **** ********* ******* **** **** * ****** ** **** ******* ******* ******* **** **** * ****** ** **** **** ******* ******* **** ************ *******


She took the payment and then said she would get someone on the phone to help credit the  termination fee. At this point we were transferred and we had to give all the information again. (There is an actual charge of $241.04 on *****’s debit card)

The new person in billing took all of our information and said she can’t credit the $270 because she does not even see it and that all she can see is there was one bill that went out in 2010 for $190 (Approximately). She did see the $237 payment, but she said it was more than what she can see was owed. She is also not sure why they transferred us to her. She than put us on hold and said she will get someone from the correct department, we asked what dept are you , she said billing. We waited on hold for a several more minutes and then she transferred us, we went through the story again and she said sheis not sure why they transferred us to her, there was nothing she could do or see, at this point we were on the phone for approximately 55 minutes and hung up and called back ********. We left a message for ******** on Friday and told her we needed a call back today (Friday), she did not return the call, I also called her this a.m. and we have not heard anything back.

Here is what I am requesting to close this complaint:

 

They need to make sure what was the actual past due and that we didn’t over pay, which it looks more and more like my Mom may not have owed this money. I would like the $270 to be credited immediately so there is a $0 balance on the account, if additional moneys are owed from *****’s payment we would like that refunded.

I would than like to speak to someone from the Credit Reporting Department so I can have this completely removed from my credit report as discussed.

 

 

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


Sincerely,

******* ****




 

Business Response: Response:  

The case was sent to the billing team.

Records indicate account #********** is a final account with outstanding balance of $507.54, and is a pending sale. Account has
been credited reported.

On 9/**, specialist *. ***** ***** with the customer who requested duplicate bills be sent to her to: * ******* *****,

**** ***** ** ******  *** ***** arranged to sent the 7/**/10 - 8/**/10
-9/**/10 -10/**/10 -11/**/10 bills. The customer advised that her mother used her information to establish this service and she is not going to press any charges. She will review the bills and will make payment. The customer will contact *** ***** if needed after the billing review.

The case was sent back to the billing team. *** ***** ***** with the customer again. She issued a
$270 courtesy credit for the Early Termination Fee (ETF) billed on the 11/**/10 bill. The balance on the account is currently zero. The customer wishes to discuss the credit reporting issue so the matter was sent to the finals team.

Records indicate that account ********** was not a settled account..Final bill of 12/**/10 was for $509.02; adjustment of $1.48 was made in 05/**/11; payment of $237.54 was made on 10/**/13 and remaining balance of 270.00 should show in November as an adjustment.  10/** *** ** ******** ***** with the customer and advised that we will update the account with the credit reporting agencies as paid, but we are unable to remove from the report.                                                    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had received a bill for $38.10 two days following that I received another bill for $40.25 (no explanation) I called on 8/**/** at 2pm, spoke to *******-he said the system sent two bills out in error (both bill dated 8/**/13)I explained to him there was nothing on the second bill saying anything about an error(I have the top portion of these bills if needed). ******* told me that $38.10 was correct and disregard the bill for $40.25. Now come Octobers bill the difference of $2.15 is added in. Now on 9/**/13 aat 5pm I call and spoke to a *******, I explained it all to him-now he tells me that the $40.25 was correct and the $38.10 is incorrect-along with no note about me calling on 8/**/13. I was shocked (I write everything down) ******* spoke to his supervisor and told me that he doesn't know why this ******* didn't look at the notes-I responded that is not my fault-then ******* proceeded to tell me that if there was any note of me calling on 8/**/13 then they could possibly wave the $2.15. I was completely shocked-I have always paid my bills on time. I told ******* I will continue to deduct $2.15 off my future bills-he said that would be fine, but they would continue adding a late fee. Then i had asked ******* for an itemized bill- he told me that would have to be court subpoened. THATS REDICULOUS-IT MY BILL. I know it is on $2.15 but its the principal of the fact. Like i wrote earlier-THERE IS NOTHING ON THE SECOND BILL OF ANY **ND ABOUT ANY ERROR. I live in a nursing home on a very fixed income. Thank you for your time.

Desired Settlement: Would like $2.15 waved-and to get their billing system straightened out.

Business Response:  

Response:  
The case was sent to the business office for review.

Specialist *** ** ***** issued a one-time courtesy
credit $2.15 for correct charges billed on reprint not on original bill.

On 10/*, she spoke with the customer and advised of
the credit issued. The customer understood and was satisfied.

Business Response: Response:  
The case was sent to the business office for review.

Specialist *** ** ***** issued a one-time courtesy credit $2.15 for correct charges billed on reprint not on original bill.

On 10/*, she spoke with the customer and advised of the credit issued. The customer understood and was satisfied.

The rebutted case was sent back to billing specialist *** ** *****.

10/** She spoke with *** ***** who advised she doesn’t have her bill and requested we contact ****** ********* who helps her with her
bills at ###-###-####. *** ***** spoke with *** ********* who advised she will get the bill and we will discuss on 10/**/**.

10/** *** ***** spoke with *** ********* and explained *** ***** received a credit of $2.15 on 10/**/** bill which erroneously reduced
new charges by $2.15 instead of removing from 9/**/** bill. Advised the only way her new charges would have been correct is if she paid full balance on 9/**/** bill. She explained since she underpaid 9/**/** bill her total due is correct on her 10/**/** bill. *** ********* understood and will have full payment of $39.96 submitted

Consumer Response: Just keeping you posted MY COMPLAINT HAS BEEN RESOLVED   thanks so much for yoiur time



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/29/2013 Problems with Product/Service | Complaint Details Unavailable
10/28/2013 Billing/Collection Issues | Complaint Details Unavailable
10/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have dsl with verizon and i pay on the internet, each month &24.99 on the account: ****************. In July last year, i paid two months for June and July. I was not aware that this amount of money was diverted to another account completely unknown to me. I was surprised when they were told me that they didnt receive the money while in my bank it says they received it. I made many calls and no one wanted to tell me where the money went. They sent me to my bank to trace it. But it was impossible to trace it. It say verizon only. I was stressed and they were playing with me. In September i found out that my bank had changed its policy and the bills have to be paid through their webpage. At that moment i understood that they sneaked an account for the one i usually pay in all confidence. I asked them by phone to return the money to the right account. I was met with silence and they continued to charge interest and for this month i paid on the *** but they cut the internet today to force me to pay the stolen money. I feel that i am subject to the tyrannie of this corporation which on the other side they sent me mail to have fios which i dont want since i need only internet. Please help me to stop this thiefery. Thank you.

Desired Settlement: I want the money refunded to right the account and to get back the line with the credit of lost time and the suffering and inconvenience they brought to me and my family.

Business Response:

The case was sent to the business office team.
Specialist *** ** ****** attempted to reach the customer by telephone, but was not successful.

On 6/**, a letter was sent, asking the customer to call as we would need more information concerning any missing payments.
*** ****** provided her name and contact information.
Recent records indicate that the customer did contact the billing office and all charges had been sustained as correct.                                                                            
                                                                                            

Business Response: Rebuttal: BBB contacted Verizon and advised that the customer called back and states that this matter was not resolved.  

*** ******** from Verizon’s billing office issued a payment investigation on the account.  The previous inquiry was closed out as we did not receive the proof of payment from the customer which is what is needed for the investigation. 

The new payment investigation was returned as additional information is needed showing that the bank transmitted the payment electronically to Verizon.  *** ******* contacted ****** **** to inform her of the additional information that is being requested and she advised that she faxed all the bank had to give her. *** ******* offered to contact the bank with her so that we could discuss and try to get the complete information but the customer stated that we need to find the payment with the information she provided. *** ******* advised that the one piece they did not provide was the proof that the money was transmitted to Verizon and we need that in order to complete the investigation. *** **** did not wish to continue with obtaining this information.  The investigation was closed as incomplete proof of payment information.   

Consumer Response: Better Business Bureau:

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

 

***** ****** **** ************************** ***** ********** ******* *** **** ***** ** *** ********** *** ****** **** ******** *** *** **** * *** ******* **** *** *** **** **** ********* * *******  
To whom it may concern:
 
As you requested from me, I am answering your email. 
I don't know what to say, because I am repeating myself. I was not contacted by these people by phone nor in writing, for the last part where they want me to be at the phone while they'll contact my bank!?
 I told them before to go ahead and contact it. 
Now they changed their narrative.  I don't want to part of their dirty trick. I trust my bank. It is verizon that insinuated that my bank didn't forward the money to them. 
 ****** ****

 

 

 

 

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


Sincerely,

****** ****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Verizon advertises services for internet, phone and TV for $89.99 per month with a $300 gift card. I signed up for the service last year. Recently, my parents received a similar advertisement. They were about to switch to Verizon until we compared our existing bills. Verizon charges $18.96 per month ($455.04 during the course of the two year agreement) for "Verizon Surcharges and Other Charges & Credits." My parents' service provider charges no similar fees. It should be noted, however, that both providers charge similar taxes. In effect, Verizon's advertisement is misleading and a deceptive business practice. Verizon has artificially segregated certain charges under the guise of "Verizon Surcharges and Other Charges & Credits" rather than being truthful in its advertising. In fact, their service charge is $108.95 rather than the $89.99 advertised. Given the size of Verizon's customer base, this issue should be addressed as soon possible - potentially with the Department of Consumer Affairs or another consumer advocate group.

Desired Settlement: "Verizon Surcharges and Other Charges & Credits" should be reversed from my past bills and removed from future bills. Additionally, Verizon should be forced to disclose the true price they charge for such services.

Business Response:

Billing specialist left message for customer to inform the applicable taxes and surcharges will differ from company to company depending on the services rendered as well as the extent to which each company is regulated. Our advertisements always include notification rates are subjected to any applicable taxes and surcharges. The taxes differ from county to county so the actual amount is not something we can include in general advertisements. On calls into the company we do provide callers with estimated rates for the taxes and surcharges applicable to their services. Our confirmation emails for services ordered give a breakdown of the applicable taxes /surcharges. We provided customer with the billing specialist name and direct number to call if he would like to discuss issue further.

Consumer Response:

Better Business Bureau:

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

Verizon's explanation in regard to the regulatory environment in which they operate is merely a disingenuous excuse for a deceptive business practice.  I have not questioned the “Taxes, Governmental Surcharges and Fees” line item of my bill.  Rather, I question the “Verizon Surcharges and Other Charges & Credits” line item.  My “Current Activity” charge is $132.96 less “Special and Promotions” of $16.50, which amounts to pre-tax and fees charges of $116.46.  Accordingly, “Verizon Surcharges and Other Charges & Credits” comprise over 16.3% of additional fees based on those pre-tax/fee service charges, while “Taxes, Governmental Surcharges and Fees” amounts to only 5.4%.  Any reasonable person would expect Verizon’s disclosure of taxes and fees to relate to the later of the aforementioned calculations rather than the former. Clearly, Verizon has successfully navigated the regulatory environment to pass certain fees/charges along to their customers while other services have been unable or chosen not to do so.  This is patently unfair because Verizon and its competitors advertise similar prices for nearly identical services.  However, Verizon’s new customers face the unpleasant discovery of a “Verizon Surcharges and Other Charges & Credits” line item on their bill that shocks the conscience. 

If  Verizon’s regulators permit this scheme, the need for change is clear, and Verizon’s competitors are clearly disadvantages by Verzion’s ability to advertise fees that are substantially incongruous with the end-users’ final bills.

Instead of hiding behind the regulation of their industry, Verizon should advertise the true cost of its service rather bury a standard caveat of “taxes and fees” under fine print without disclosing the true magnitude of its “Verizon Surcharges and Other Charges & Credits.”  Certainly, an additional 16.3% charge is out of the ordinary, especially when it exceeds the bounds of the taxes set forth under “Taxes, Governmental Surcharges and Fees.” A “confirmation e-mail for services ordered” is too little too late.

Shame on Verizon.

Sincerely,
******* ********




 

Business Response: We thank cusomer for bringing his conerns to our attention.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/25/2013 Problems with Product/Service | Complaint Details Unavailable
10/25/2013 Advertising/Sales Issues | Complaint Details Unavailable
10/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've being a customer of verizon fios for almost 2 year. THe cable service is satisfactory. But the internet service which is the reason that drove me to leave **** ****** cable internet services to go to verizon. Beside from the first 2 weeks of delivery of service, i had never received the product i've been paying for. I selected the Internet package that verizon offer of 50 megabit download stream and 20 megabit upload stream. Apart from the first 2 weeks of service which i recieved the full 50 megabit of download speed i had not received the service i've being paying for. I had call an uncountable amount of time and filled enumerable amount of complain with them and my problem has not being fixed. I use internet to work since i work in a Medical Facility as Medical Application analyst dealing with live patient data, and this internet is preventing me from doing my work properly. At the beginning i bear with the problem since i had a different kind of cell phone which allows me to tether and allows me to use the cell phone internet on my computer which was enough for me to do my work. But since i replace the phone this option went out of the windows. The first 1 weeks i received the full 50 megabit down 20 megabit upload after that i have only been receiving 3 megabit download speed not even 10% of the agreed speed i have little to no faith in their technical capabilities to resolve the issue so i just want a refund

Desired Settlement: At my current point i just want a refund for the complete time i has been a member of this service

Business Response: Per Verizon repairs . *** ******** line was repaired on 09/**/13. Repair tech was  dispatched out on trouble ticket ***********

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 

 Where is the report of the network flow from my end at peak time when it get the worse

From about 4:30 pm to 1 am

When it get a little bit usable but still at 8 megabit is far away from the 50 megabit which I've being paying for and had not receive.

I don't know how the technician fixed the problem if there wants a technician at my home on that date

 

 

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


Sincerely,

****** ********




 

Business Response:

Per Verizon records, repair has called **** ******** several times to resolve this issue. *** ******** has not returned Verizon's calls. A call me letter was mailed to *** ******** on 10/**/13 with the local manager's name and telephone.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2013 Problems with Product/Service | Complaint Details Unavailable
10/24/2013 Billing/Collection Issues | Complaint Details Unavailable
10/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am having issues with my Verizon DSL service and have made over 8 calls to Customer Solutions to have my service repaired. After the first two calls I was sent a new wireless rounter, but my internet service as still slow, spotty or non-existant at times. I have placed over six addtional calls to Customer Support and Tech Support and have been bounced back and forth. Each call takes over an hour with NO RESOLUTION. Tech support walks me through all the steps to test the line, then tells me that they need to get network support to get a technician dispatched. They tell me they will call me back in 24 - 48 hours with the appointment. I never receive a call and have to call them back again and go through all the steps agian with Tech support and network support. I have been given several excuses or just been told that they would call me back with a response. I have been told that I since I do not have a phone line connected with my serivce I would need to get a bundle package of Phone and Internet. I was told I could not upgrade to Fios because my address does not qualify and have been even told their was an issue with my address. They warned me they will charge me to send a technician out to look at the line and there would be an additonal charge for any materials. To which I agreed to as long as they come out to check my line and fix it. I have had the same service and line for over 13 years and I am sure the line is damaged and needs to be replaced. My account is in good standing and I make automatic payments. I am tired of being given the run around and not getting any repairs.

Desired Settlement: Repaired free of charge and a refund of my charges for the month I did not have service.

Business Response:

The customer was contacted and Verizon is upgrading her DSL to FIOS Data. It will be installed on October **, 2013 between 1 – 5 PM. The customer is satisfied with the resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2013 Problems with Product/Service | Complaint Details Unavailable
10/23/2013 Billing/Collection Issues | Complaint Details Unavailable
10/23/2013 Billing/Collection Issues | Complaint Details Unavailable
10/23/2013 Problems with Product/Service | Complaint Details Unavailable
10/23/2013 Billing/Collection Issues | Complaint Details Unavailable
10/23/2013 Problems with Product/Service | Complaint Details Unavailable
10/23/2013 Problems with Product/Service | Complaint Details Unavailable
10/23/2013 Problems with Product/Service | Complaint Details Unavailable
10/21/2013 Problems with Product/Service | Complaint Details Unavailable
10/21/2013 Problems with Product/Service | Complaint Details Unavailable
10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My phone line and internet services was out since 9/**, Verizon promised to restore the services by 9/**. In my point of view two and half weeks was already an excessively long period to repair the services, I was given a wireless box so my phone would work, that's fine. But I called them today about restoring the internet and was told the completion date has been extended to 10/*. As my son is a high school senior this year, he needs the internet to complete his school works, more importantly, he has to start submitting his college applications. Without the internet, most of his college process are now on hold, including applying for scholarships and financial aids. I am furious because he is going to miss out some of most important decisions of his life just because of Verizon's lack of urgency to remedy the situation. I have had the same problem with Verizon in the past few years, phone and internet outages range from 2 to 5 weeks once or twice a year. I was told my cable is located underground in a manhole on ***** ******, and almost every time after a big rain storm, it would flood the manhole and knock out my service. I happened to me and another hundred or so customers for the past few years. Verizon's customer services said there's nothing they can do for us, nor they can provide us with other services like Fios at this time. I just feel it's unfair for me to pay the same rate as other customers and was not provided with the same services, especially it is something so essential for daily living nowadays. Bottom line, I'm sick and tired of this no service for long period of time every year.

Desired Settlement: Of course I expect Verizon to reimburse me for the outage period, most important I want them to find a solution to fix the problem so I don't have to experience this few long period of outages every year.

Business Response: Records show repair ticket was recently closed, but that a new ticket was generated.

10/* Manager *** ** ****** left a message on the customer's answering machine acknowledging the complaint and requesting a callback to further discuss this complaint.  This trouble is in the cable and currently, the estimated restoral date is 10/**. 

10/** *** ****** spoke with the customer who does have temporary Voice Link service and aware that his trouble is in the cable and that the estimated restoral date is 10/**. *** ****** also provided his contact information again.

The restoral was expedited and completed.  10/** *** ****** spoke with the customer and confirmed that service was restored by the cable Tech. The customer is satisfied with the service. *** ****** will ensure that  his they get the appropriate credit (Two month courtesy credit ) and provided his contact information for future.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/21/2013 Billing/Collection Issues | Complaint Details Unavailable
10/21/2013 Problems with Product/Service | Complaint Details Unavailable
10/18/2013 Billing/Collection Issues | Complaint Details Unavailable
10/18/2013 Billing/Collection Issues | Complaint Details Unavailable
10/16/2013 Problems with Product/Service | Complaint Details Unavailable
10/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of Verizon Fios since November of 2012. I signed up for a two year contract with a guaranteed rate of $84.99 for the first 12 months and $89.99 for months 12-24. I noticed online within my account page I could upgrade my cable service to the "extreme" package for $20 more per month. I called a Verizon Sales Associate to verify that was the case. She confirmed and noted on my account my monthly bill before taxes and DVR box would be $104.99. (all correspondance was recorded) I agreed to move forward with the upgraded cable at the agreed upon price. I later got an email saying I would owe $114.99 per month NOT $104.99 AND the sales associate extended my contract out to september 2015 without my consent or knowledge she was doing so. I called Verizon SEVERAL times and every sales rep i spoke to agrees with me that this is clearly a mistake but no one seems to have the authority to be able to fix it. They did credit the $10 difference for Octobers bill but they claim they are unable to fix the account after ongoing unless the sales rep who messed it up personally fixes it. I was told I would receive a call back from the sales rep and or her manager but I have not and it has been over a week. It is very frustrating. Thanks, *****

Desired Settlement: I simply want them to charge me the correct amount each month ($104.99) and set my contract expiration back to what is was initially when i got the service - expiring in Nov 2014.

Business Response:

We spoke with customer to assure him we will arrange a $10 monthly credit to honor the $104.99 online bundled rate through to November 2014 the expiration date of his original committed term agreement. We also agreed to send email confirming will waive/adjust any early termination fee if decides to terminate the services with us prior to September 2015. Customer is satisfied with the resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2013 Billing/Collection Issues | Complaint Details Unavailable
10/15/2013 Problems with Product/Service | Complaint Details Unavailable
10/15/2013 Problems with Product/Service | Complaint Details Unavailable
10/15/2013 Problems with Product/Service | Complaint Details Unavailable
10/14/2013 Billing/Collection Issues | Complaint Details Unavailable
10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. Verizon has not been able to fix the buzzing sound on my phone line for over two years. I have called multiple times about the issue in that time. 2. My account login to the Verizon website has stopped functioning months ago. I have called customer service on numerous occasions, but they have not been able to resolve the problem. I use this account to pay my bill. Also, they have removed the option to pay multiple phone lines at one time from their website. This is a major inconvenience.

Desired Settlement: 1. I would like my phone line restored to no longer have the buzzing noise. 2. I would like my Verizon.com account fixed so I can pay my Verizon bill online.

Business Response: Company repair records show open ticket under this line as well as a 2nd line working under ###-###-####. 9/** Manager ** ******* called the customer and left a message with her name and telephone number.
 
She spoke with the customer, explained we have a technician pre-assigned for today, will provide feedback when completed.
There is no access to the F2. We tested at the F1 and dial-tone was good and clear there, the problem is between the F1 and the customer's premise. However we need to get into the building next door for access, and nobody was answering.
 
9/** Manager ** ******** spoke with the customer and he is unavailable for a dispatch for several weeks. She advised the customer she would run a test and possibly get cable maintenance dispatched. Additionally, sub mentioned there have been access issues previously.
 
10/* Foreman * ******* advised that we gained access to the F2 and fixed the block issue. We are seeing a short-circuit to the customer (could be Receiver Off the Hook) , but there was no access to customers residence.
10/* *** ******** spoke with the customer and advised service is good and now problem is inside. The customer advised he is not available this month, but will call me when he can. He took her name and number again and he will call back when he is available to gain access into his apartment.
Concerning the bill paying issue, the customer's two accounts : ###-###-#### and ###-###-#### are billed separately. They can be combined so her can access both on one account.
9/** *** ** ****** spoke with the customer and confirmed the order.
She issued a ruf/russo refferal to combine the bills and will follow up for the order issuance.
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/14/2013 Billing/Collection Issues | Complaint Details Unavailable
10/12/2013 Billing/Collection Issues | Complaint Details Unavailable
10/11/2013 Delivery Issues | Complaint Details Unavailable
10/11/2013 Billing/Collection Issues | Complaint Details Unavailable
10/11/2013 Problems with Product/Service | Complaint Details Unavailable
10/11/2013 Problems with Product/Service | Complaint Details Unavailable
10/10/2013 Advertising/Sales Issues | Complaint Details Unavailable
10/10/2013 Problems with Product/Service | Complaint Details Unavailable
10/10/2013 Problems with Product/Service | Complaint Details Unavailable
10/10/2013 Problems with Product/Service | Complaint Details Unavailable
10/10/2013 Problems with Product/Service | Complaint Details Unavailable
10/10/2013 Advertising/Sales Issues | Complaint Details Unavailable
10/10/2013 Problems with Product/Service | Complaint Details Unavailable
10/9/2013 Advertising/Sales Issues | Complaint Details Unavailable
10/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: it began with some rep, changing around my account with false contracts disconnecting my long distance service without me asking them to do so, and today while i thought that its under control already . one of their rep, changed my billing address in a retaliation for giving a poor feedback on the automated machine , I've gotten few calls today stating to confirm my change of address which I never did, it seems the more i'm trying to resolve this someone on the other end is trying to harass and enter false info onto my account ,I've been with Verizon about 2 decades this had turned into a nightmare , Its a shame that they are able to dominate and intimidate you for no reason,everything is black and white, I spoke to 3 or 4 customer service rep's today trying to resolve this matter , its just getting worse by the minute,they refused to issue my credit of $101.33 that they've send me a statement onto my charge cause one department has nothing to do with financial dept, they told me, its insane to let these tugs harass society

Business Response: The funds in the amount of $101.38 was creditdeposited back into ***** ********* account as of 09/**/13. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/9/2013 Problems with Product/Service | Complaint Details Unavailable
10/9/2013 Problems with Product/Service | Complaint Details Unavailable
10/9/2013 Problems with Product/Service | Complaint Details Unavailable
10/7/2013 Problems with Product/Service | Complaint Details Unavailable
10/7/2013 Problems with Product/Service | Complaint Details Unavailable
10/5/2013 Problems with Product/Service | Complaint Details Unavailable
10/4/2013 Billing/Collection Issues | Complaint Details Unavailable
10/4/2013 Problems with Product/Service | Complaint Details Unavailable
10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My internet and tv service stopped working the morning of Sunday, September **** 2013. I called verizon tech support and after some troubleshooting, they decided to send a technician the next day. The technician arrived and informed me that the problem was with equipment in the building and was affecting multiple apartments. He said service would be back on by that night, if not Tuesday (the next day). It is now Friday, September **** 2013 and my service still does not work. I have been promised the following repair deadlines (times are within a few minutes): 9/**/2013 8:00pm, 9/**/2013 5:00am, 9/**/2013 9:00pm, 9/**/2013 5:00am, 9/**/2013 9:00pm, 9/**/2013 5:00am, 9/**/2013 9:00pm, 9/**/2013 1:00pm. Today, after that last deadline had passed and my service was still not fixed, I called tech support again. They informed me that the EARLIEST they could possibly get somebody out to fix it would be MONDAY, 9/**/2013!!! It seems like it's never going to get fixed and they just keep extending the deadline. I have spoken to multiple reps at verizon over the course of this week, both in tech support and customer service. They have given me some bill credits but that doesn't make my service work. I would like my service fixed now. I've tried to switch my service to their competitor but they can't get out here to install for almost two weeks anyways so it doesn't matter.

Desired Settlement: Service re-instated NOW.

Business Response:

Verizon contacted the customer who confirmed that service had been restored prior to receipt of his BBB complaint. The customer advised he was credited for the current bill. An apology was rendered for the delayed repair and incorrect information provided by Verizon. The customer has been provided with a manager’s name and direct number in the event of further need. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/3/2013 Problems with Product/Service | Complaint Details Unavailable
10/2/2013 Billing/Collection Issues | Complaint Details Unavailable
10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for Verizon Fios service Feb * 2013. At that time I paid a $250.00 service deposit and was told the deposit will be refunded after 3 months of service. After 3 months I called verizon to inquire about my deposit refund and was told I would be given a refund after 6 months of service and what the original sales rep had told me was incorrect. Now I am being told it is not 6 months but a year before my deposit will be refunded. It is hard to trust the word of any of the Verizon customer Service reps and I can never get written confirmation of my deposit paid or written confirmation as to when my money will be refunded. Product_Or_Service: Cable, Internet and Telephone Service Order_Number: ************* Account_Number: Account #**********

Desired Settlement: DesiredSettlementID: Refund I would like to be compensated in some form for their delinquent customer service procedure. As well as my deposit back or a written confirmation/contract from Verizon confirming my refund will be issued within my first year of service.

Business Response: Verizon’s FiOS deposits are refunded after 12 months of service provided that there were no delinquent payments during that time period. The deposit gets refunded back to the original credit card it was paid from.  *** ****** from Verizon’s Customer Service Center tried reaching *** **** to discuss the complaint but was not able to speak with her directly. She mailed a letter explaining the process and providing her direct number to call with any questions or concerns.

September **, 2013
 
***** **** ****** ******** *** *** ******* ******** ** ***** 
RE: **********
Dear *** ****:
This letter is in reference to your complaint filed with the Better Business Bureau regarding the deposit you paid for your Fios triple play services since my attempts to reach you by telephone have been unsuccessful.
Upon placing your order for Fios you were required to pay an upfront deposit for $250 via credit card. It is my understanding that you have been getting conflicting messages regarding the refund of that deposit. It is my goal to clear up any misunderstandings regarding the deposit refund process. Deposits are fully refundable to customers who maintain a good payment history. Deposits are held with your account and will be returned within 12 months of your installation date, provided your payments are on time. Your deposit will be automatically refunded to the credit or debit card on your account on your anniversary date. The anniversary date is determined by the date the order for services was provisioned, not the date the deposit was taken. If the service is disconnected before 12 months from the installation date, the deposit amount will apply to the remaining balance of the account billing cycle after disconnection. If this results in a credit balance for the account, they credit amount will be issued via a check. Otherwise after 12 months, if you still have Fios services your deposit goes right back onto your credit card that was used for the deposit.
I apologize for any inconvenience this matter may have caused you and hope we have resolved the matter to your satisfaction. If I can be of further assistance, please contact me at ###-###-#### Monday-Friday 9:00am-4:30pm.
Sincerely,
 
**** ******
VERIZON

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2013 Billing/Collection Issues | Complaint Details Unavailable
10/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had requested service from Verizon on August *** in the form of a bundle package for telephone and internet service. On August *** the Verizon technician came and when he left my apartment, I had none of the above service I requested. I called up that day to complain, Verizon reissued another service call for August **. A technician came out on August the **** and when she left the only service I had was telephone service. I still did not get the bundle service I requested. I was told to wait until 12:00pm for DSL service to "kick in". At 12:00pm there was not DSL service or internet service. On August **** a Representative from Verizon called around 1:00pm (*** *******) to check to see if I had DSL service I told her I did not and that I was no longer interested in service from Verizon. I had called **** ****** ***** to switch back my service. *** ******* asked about my telephone service, I told her that everything will be transferred over to **** ****** *****. She asked me when the telephone service would be taken, I said I had no idea. Around 4:00pm I noticed the light on my telephone was "lighting up" as if someone was on my line. Around 7:00pm that evening Verizon had completely cut off my telephone service leaving me with absolutely no service at all in case of an emergency. This was not supposed to happen. The procedure was that Verizon allow **** ****** ***** to transfer my telephone service over to their side, Verizon never adhered to protocol. On August **** I received a bill from Verizon for $158.40. For What, I only had one and a half day of telephone service. I never received my internet service from them. Also, I had sent all the equipment that Verizon sent me back to them through UPS on August ****, on August **** UPS stated that Verizon received their equipment at 11:59AM. So I owe absolutely nothing to Verizon. They owe me for the minutes on using a cell phone that I had to incur from August *** to August **** which totaled $60.00.

Desired Settlement: I want all "bogus" charges by Verizon Dropped, since they are fully aware that they offered me no service other than that one day and a half, and that should be dropped for the two days I had to take off for their service technicians who never delivered what I requested from them. Then they should "reimburse me" the cell phone charges I incurred when they arbitrarily turned off my telephone service to "nothing, not even the ability to call 911" leaving me and my family vulnerably to any "unforeseen emergency". In complaining to them from August * - August **, being put on hold for long periods of time it cost me $60.00. They also owe me a letter of apology which they never offered, not even verbally by their executive officers.

Business Response:

Verizon contacted the customer and agreed that the final bill would be credited in full. Total credits issues are for $158.84. The customer stated she was satisfied.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2013 Billing/Collection Issues | Complaint Details Unavailable
10/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am supposed to be recieving enhanced high speed Internet speed of 15mb. I am only getting 5mb. I have been on the phone for hours with Verizon every single night since August **** with the continued promise that we will have 15mb the next day. On the next day we don't have it and the problem continues every single day. This has been going on since August ****. We are constantly told they will call us the next day to make sure we are getting the 15mb. They NEVER call us so we have to call them and and end up sitting on the phone for hours every night explaining the problem to someone new. I'm tired of calling them. I'm tired of sitting on the phone for hours every night for the last 2 weeks. I'm tired of the service STILL not being fixed. I'm tired of them STILL not calling us back AGAIN. I am not paying for a service when A. It's not the service I payed for and B. I have to go through this much aggrivation and its STILL not fixed! Worst costumer service I have ever experienced. I am extremely disappointed!

Desired Settlement: Either fix the service and do it when you say your going to our cancel the service with no charges! I refuse to pay for a service thatis not what I ppayed for especially after all this trouble!

Business Response: Verizon
investigated this matter and found that the customer disconnected their service
with Verizon on 9/**/13.  Verizon has
verified that the final bill is at a zero balance and the customer was not
billed for the services. Verizon apologizes for the problems the customer
encountered with Verizon’s High Speed Internet service. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2013 Problems with Product/Service | Complaint Details Unavailable
9/27/2013 Billing/Collection Issues | Complaint Details Unavailable
9/27/2013 Problems with Product/Service | Complaint Details Unavailable
9/26/2013 Advertising/Sales Issues | Complaint Details Unavailable
9/26/2013 Problems with Product/Service | Complaint Details Unavailable
9/26/2013 Billing/Collection Issues | Complaint Details Unavailable
9/26/2013 Problems with Product/Service | Complaint Details Unavailable
9/25/2013 Problems with Product/Service | Complaint Details Unavailable
9/25/2013 Delivery Issues | Complaint Details Unavailable
9/25/2013 Billing/Collection Issues | Complaint Details Unavailable
9/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved recently and kept my internet and phone with Verizon. It didn't work once it was set up, so I called in and they said they'd send a technician. The first technician came when we weren't home on a different day from when the appointment had been scheduled. it still didn't work after his visit, so I called again, and they said they'd send another technician between 8-12 am on friday 08/**/13. I double checked the time on both the e-mail and text verification of the appointment since I had to take off work in the morning to be home for the technician. At 12:30 pm nobody had arrived, so I called verizon, and after 30 miinutes of waiting on their phone system I was told that they were sorry, but a technician was on the way and would be there by 1:00pm. At 1:30pm nobody had arrived, so I called again, sat waiting on the phone for 30 minutes, and was told someone would arrive by 4pm. I asked to speak to a supervisor, and was hung up on by the supervisor. A technician finally arrived at 3pm, and he stated that he was informed by verizon that he could show up anytime between 8-5, meaning that I was lied to twice by the people who told me someone would be here by 12 and 1pm respectively. I had to take extra time off work, resulting in lost wages, which would have been made easier if I had simply known ahead of time that I would need to be home all day and could have planned my work schedule accordingly. I also spent at least 3 hours on the phone with Verizon in the course of this.

Desired Settlement: At this point I don't want to have to deal with Verizon any more and the 15 minute waits to call in and speak to someone, so I'd like for them to simply cancel my internet & landline contract & service with no contract penalties, and no charges for the last month or so since I moved and haven't been using their services.

Business Response: Please be advised that the services the customer is describing within the complaint are not provided by Verzion Wireless. Please redirect complaint to Verizon Communications or the appropriate company.

Thanks

Verizon Wireless Executive Relations

Business Response:

Verizon spoke with the customer and agreed to zero out his final bill for DSL due to failure to resolve repair issues in a timely manner. A credit adjustment  has been processed in the amount of $49.77.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/20/2013 Problems with Product/Service | Complaint Details Unavailable
9/20/2013 Problems with Product/Service | Complaint Details Unavailable
9/20/2013 Advertising/Sales Issues | Complaint Details Unavailable
9/20/2013 Problems with Product/Service | Complaint Details Unavailable
9/19/2013 Billing/Collection Issues | Complaint Details Unavailable
9/19/2013 Problems with Product/Service | Complaint Details Unavailable
9/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on may * i rcv'd a deal to upgrade my verizon internet service at no charge to me i called in and gave the cupon code that was emailed to me and on the following bill not only was i charged for it but then the discount i was reciving from my company discount was also removed , when i called to find out why i gave them the discount cupon code again and wass told my account was not in a pay a month in advance and my bill would look higher that month, the following month my bill remained higher and the was being charged for the "free Upgrade " i then found a new internet carrier and cancelled my service effective 7/** , an auto pay deduction was taken on 7/** for the following month ( asx i had been told my bills would be for the month ahead ) i called again and requested they refund the payment that was taken , i was told that would process in 10-17 days, now i have been notified again that I owe another bill now a month after having cancelled my service, i have the emailed cupon for the free upgrade, i have the confirmation of cancellation of service and the confirmation number, they keep billing and taking my money, i was told that i had to ask for the auto pay to be stopped even after canceling my service which i have done, and still they want more money? this is getting rediculous when they took the money for the aug payment I was charged an overdraft fee from my bank as well, i would like to have any remaining "charges" that I "owe" canceled my balance with Verizon to be $0 as i was overcharged for 2 months and I want any and all personal information removed from their database

Desired Settlement: i would like to have any remaining "charges" that I "owe" canceled my balance with Verizon to be $0 as i was overcharged for 2 months and I want any and all personal information removed from their database

Business Response: Verizon attempted to reach *** **** but we were not able to speak directly to her.  *** ******* from Verizon’s Customer Service Center advises that she mailed the attached letter to *** **** providing her direct number for him to call to resolve this matter.     
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2013 Problems with Product/Service | Complaint Details Unavailable
9/17/2013 Problems with Product/Service | Complaint Details Unavailable
9/17/2013 Advertising/Sales Issues | Complaint Details Unavailable
9/16/2013 Problems with Product/Service | Complaint Details Unavailable
9/15/2013 Advertising/Sales Issues | Complaint Details Unavailable
9/15/2013 Problems with Product/Service | Complaint Details Unavailable
9/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our Verizon internet service upgrade we requested came with a house phone number. When speaking to the customer service person, she assured us that the needed service call to install the phone jacks and run the line would only $10 . We wanted two phone jacks installed, so she said this would be $20 total. We agreed to this charge, and the repair guy was sent out shortly after. When the phone repair guy installed the two jacks, there was no talk of extra charges. Verizon has us on an auto payment system from our checking account, and has been for over two years. When our bill was withdrawn, there was tons of unauthorized charges for the installation, which made our bill $300! We were told the fee for the installation would only be $20 TOTAL. When speaking to Verizon management, they had us on hold for over an hour and a half, and then refused to do anything about the sneaky charges we were never told about. We would like to be refunded to our checking account the amount they basically stole from us.

Desired Settlement: We would like to be refunded to our checking account the amount they basically stole from us for charges we were lied to about.

Business Response:

Verizon contacted the customer and issued the required credit adjustments to his account. The customer was satisfied. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/13/2013 Advertising/Sales Issues | Complaint Details Unavailable
9/13/2013 Problems with Product/Service | Complaint Details Unavailable
9/13/2013 Problems with Product/Service | Complaint Details Unavailable
9/12/2013 Billing/Collection Issues | Complaint Details Unavailable
9/12/2013 Problems with Product/Service | Complaint Details Unavailable
9/12/2013 Problems with Product/Service | Complaint Details Unavailable
9/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I am and have been, a loyal Verizon customer until our services were abruptly terminated. On August ***, I called ###-###-#### around 10 AM, where a **** ******* answered. I inquired her when my services end, whereupon she answered Sept. ****. I thanked her and hanged up the phone, however on August ***, the very next morning, we were surprised to see we did not have service for our television, internet, and telephone. I then called Technical Services, where a *** ****** saw that we indeed have services until Sept. **** but our services have been disconnected. We then called back Customer Services at ###-###-####, on August *** at 11 AM where a *** ******* answered. Here we explained our sudden disconnection where he refused to answer, instead asking us if we would like to sign up today for new services. We explained to him that we have never requested our services to be terminated, however he refused to listen to us and instead asked us if we would like to sign up for new services. We then asked why we would have to sign up for new services despite having a contract until September ****, whereupon he continued to insist our services were terminated and refused to look into the problem. We were continued to be put on hold for at least 15 to 30 minutes every time we tried explaining the situation to the Representative. This Verizon representative's refusal in looking into our problem to help us is one of the poorest example of Customer Service I have ever witnessed, and it would have been forgivable if we were told if our services would have been disconnected. The same day, we received a call at 4:20 PM from a *** ***** who was a Verizon Representative that she will have people look into our situation and someone will contact us. Unfortunately since then there have been absolutely no contact from Verizon.

Desired Settlement: Resumption of service as before for the remainder of the time left until service renewal period.

Business Response: Verizon restored the customer’s services on 8/**/13. The customer was being billed a monthly rate of $69.99 a month prior to the disconnection of services. A credit of $30 was issued to ensure he is billed at the same rate. *** *** is satisfied and has *** ******’s name and number to call with any further issues or concerns. 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/12/2013 Billing/Collection Issues | Complaint Details Unavailable
9/12/2013 Billing/Collection Issues | Complaint Details Unavailable
9/12/2013 Problems with Product/Service | Complaint Details Unavailable
9/6/2013 Billing/Collection Issues | Complaint Details Unavailable
9/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over the last four days there have been four trouble tickets on my phone number. FOUR times it was "repaired" and four times it ended up not being repaired. It has taken me HOURS to get it re= repaired on a cellular phone as that is my only means to communicate. I was hung up on four times and now the earliest they can ATTEMPT another repair is Tuesday as it is a holiday weekend. A phone conversation was interrupted and the time I spent on the phone kept me from taking care of guests adequately that were checking in.

Desired Settlement: I would like an apology, it repaired correctly and credit for the minutes it took me on my cellular phone to call in my repair requests and to handle normal phone calls on a call forwarding over the week the phone is inoperable.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved. But it is unbelievable that it took FIVE tries to get ir repaired leading me to call forward to a cellular phone for days, at an expense that will not be recouped.

Sincerely,

******* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/5/2013 Problems with Product/Service | Complaint Details Unavailable
9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing this because I really need help in this situation with Verizon not willing to honor my new price for new contract of services. I had spoken to a representative @ Verizon on 3/**/13 evening since my prior two year contracted service, which was "double play", with Verizon was commencing on 3/**/2013. I have agreed with the rep. on the phone that we will have a new contract with "triple play". The "Triple play" contract consist of digital phone service, FIOS tv, and FIOS Quantum internet. We will also have 5 different $ amounts of credits applied every month for 24 months until contract ends. The total price agreed on was $74.99 after all credit applied. This was recapped on an email sent to us by the rep. for our future reference to our upcoming bills on 3/**/13. I am attaching this file for your reference. When I received my bill for April, 2013 from Verizon, I did receive all 5 "credits" prorated and applied because the contact date started on 4/*/13 which was fine. However for the May bill, I did not receive one of the credits which is $20 that lead to an increase in my bill by $20 plus taxes and governmental surcharges and fee. My May bill now is $94.99 plus tax and fees. I called first time on 4/**/2013 to inquire about this and the rep at the time (******) had asked if I have anything in writing to support my claim to deduct $20 plus tax and fees from $94.99 to $74.99. I told her yes and provided her with the order number and the date of that recap of new contract via email. She searched and found that email and told me she will "fix" the bill and we should see it reflect in our account in the near future. I checked my Verizon account on the internet around mid-May and find my account balance is the same. On 5/**/2013 I called the second time and spoke to *****(They only give out their first name and there is no call back number) and I again insisted on honoring a "credit" of $20 to my account but to no avail. I demanded to speak to a manager and he processed the request and told me that a manager should get back to me within 3 days. I waited until 5/**/2013 and decided to call again. This time the rep went through all the details of my bills from April to May to make sure I understand all the information. I again mentioned that I have received an email of recap of my new contract so that they can honor what we had discussed initially back in March of 2013. The rep said that first of all, no one should send a written order to a customer. I said regardless, Verizon should honor it because I have my order in writing emailed to me. She had called a manager named ***** and asked about it. ***** said that the total of promotion credits from Verizon should not be so much in dollar amount(I supposedly have $45 total in credits). Usually the "$20" credit would be given to new customers but we are existing customers so we are not allowed that $20 credit. I was not able to talk to the manager and I said to the rep that when I spoke to the rep on 3/10/13, I made it clear that our contract will be commencing end of 3/2012 and we are looking into "rebundling" new contract. So we did not mislead the rep when we were given the $20 credit along with other promotional credits. I also mentioned that since this is in writing, it is only right that Verizon should honor that. She said sometimes the sales rep quote us wrong or information can be misleading. I said "so how can we know for sure who is telling us the correct information or who is giving us whatever number to get us to bind to a new contract? ". She apologized profusely but she said her hands are tied.My order was processed under the impression that this is what the services and the price I will be receiving for the next 24 months and was told that an email will be sent to me to verify what was discussed to ensure that is the contract . They did not need any manager to authorize it at the time and I believed it to be honored since a recap was emailed to me that is in writing and it is like "set in stone". However when I find a problem on my bill and speak to a rep, they followed a protocol. I have called three times and only the third time I was able to have a managerial position person to make a decision but she said that " no one should be given such a great "$20" credit when we are not a new customer and this overrides the recap in writing. They are in a win-win situation and this is absolutely unfair to me as a customer because I was mislead and now even if I have something in writing from Verizon, they refuse to honor it by saying that their rep should not have done that. They bind us into a contract with no higher-level position to confirm all numbers are sound and authorize and mentioned that we can cancel our contract within 30 days. However, it was past 30 days when I find the problem and I will be charged with penalty if I cancel my contract now. In addition to this, when I found billing difference, they are rebuking even something was sent from them in writing and now have to have a manager to find that the promotion credit offered is not correct. I am bind into this contract for 24 months and $20 extra each month will cost me an additional $480 plus tax and fee base on it . We have been a loyal customer for over 10 years and we are not treated fairly. We have already paid our May bill or else they will terminate our service and we have to pay termination fee and we are in lose-lose situation. I need the internet service uninterrupted since I am working from home. All I am asking Verizon is to give me the $20 credit for 24 months as stated on the email. I am writing this because I really need help in this situation with Verizon not willing to honor my new price for new contract of services. I had spoken to a representative @ Verizon on 3/**/13 evening since my prior two year contracted service, which was "double play", with Verizon was commencing on 3/**/2013. I have agreed with the rep. on the phone that we will have a new contract with "triple play". Attached below please find the email that was sent to my husband, **** **** ****, in regards to the summary of our "new contract" with "triple play" which they would not honor: Date: Mon, ** Mar 2013 18:48:33 -0500 From: ******************************** To: ********************* Subject: Please Verify your FiOS Order - Order Number: ************* Thank you! Your FiOS order has been received. Dear **** ****, We're as excited as you are about your FiOS® order and have already started processing it! You'll soon be embarking on the ultimate home network and entertainment experience! Please log on to our What's Next Web site to track the status of your order. Our What's Next website also includes interactive demonstration videos to help you familiarize yourself with all that FiOS has to offer. As your order progresses, you'll receive a series of emails that will guide you through the installation process. As a reminder, you chose to complete the installation of your equipment yourself. As soon as you are notified that your order is complete, follow the instructions included in the installation guide you will be receiving within the next couple of days. Please take a moment to review your Order Details and Bill Estimate below. Order Details Order Number: ************* Installation Date: Apr **, 2013 Order Date: Mar **, 2013 Promotions By adding at least 1 new FiOS service (TV or Internet) to complete your triple play or quad play bundle, you'll receive $10 per month credit for 24 months. Your Service Includes**: ? $5 per month credit for 24 months. ? A $100 Verizon Visa® Prepaid Card, which you will receive by mail approximately 90 days after your service has been installed. You can use the card everywhere Visa debit cards are accepted. Please monitor this email address for updates on the fulfillment of your reward. ? $5 off for 24-Month Term Contract Discount ? By adding at least one new FiOS service, you will receive an additional $5 off for 24 months. ? A Standard Definition Set Top Box free for as long as you remain a customer. ? To thank you for your choice to self install your FiOS service, you'll receive a $100 retail merchant card. Important Information Regarding Your FiOS® Digital Voice Service • Once you've been notified that your FiOS Digital Voice service is active, you can set up your voicemail service by dialing ************* (###-###-####) or *** from your home phone. Your passcode will be the last 4 digits of your telephone number. • FiOS Digital Voice requires the use of 10 digit dialing (area code + 7 digit telephone number) for all calls. If you have a home security system, please contact your security system provider to ensure your alarm system is programmed to dial the notification phone numbers using 10 digits.) • With FiOS Digital Voice, you cannot receive Collect or Third Party Calls and you cannot place 900 calls. Customers in MA, MD, NJ, RI and VA will incur a cost for directory assistance calls. Click here for further details regarding FiOS Digital Voice Service. Billing Estimate(save for future reference) Estimated Monthly Charges This estimate is not your actual bill, which may vary based on the completion dates of your service(s), usage, duration of promotional discounts, or changes made after this order. Click on any of the blue links for descriptions. Action Products and Promotions Monthly Charges New FiOS Digital Voice Unlimited, FiOS Internet up to 50/25, FiOS TV Prime HD Showtime, 2012-2 $74.99 ? FiOS Digital Voice Unlimited ? FiOS TV Prime HD ? Showtime ? FiOS Internet 50/25 ? $10 24 Mo. Bundle Credit Included ? $5 24 Mo. Bundle Credit Included ? $20 24 Mo. Bundle Credit Included (Which Verizon would not honor even when we emailed this to the Verizon reps that we have spoken to 2 more times after this letter was written) ? $5 FiOS Quantum 24 Mo. Credit Included ? $5 24-Month Contract Discount Included New Regional Sports Network Fee $2.42 Subtotal $77.41 Taxes, Fees, and Other Charges $7.40 Estimated Monthly Charges (Do not pay. This is not an actual bill.) $84.81 What to Expect on Your First Bill Statement Date: 04/**/2013 Your first bill includes the categories of charges listed below. These estimates, which may vary from your actual first bill, are based on your initial installation date and products ordered. Estimated Monthly Subtotal $77.41 One-Time Charges and Credits FiOS TV Activation Fee $39.99 Subtotal $117.40 Taxes, Fees, and Other Charges $13.05 Estimated First Bill Charges (Do not pay. This is not an actual bill.) $130.45 Notes: Router remains the property of Verizon and must be returned when service is terminated. Your first bill may also include Unpaid Bill Charges and Account Adjustments Watch a quick video on Understanding your Verizon Bill. Please don't hesitate to call our customer service support center at ************* (###-###-####) should you have any questions or concerns. To ensure that your Verizon account notifications get to your inbox, please add ******************************** to your e-mail Address Book or Safe List. We know you have a choice and appreciate you choosing Verizon. We look forward to serving you! Sincerely, Verizon Can't see the image below? For more information on the status of this order or to confirm, visit *********************** Cancellation Policy: By placing your FiOS Triple Play: FiOS Digital Voice Unlimited, FiOS Internet up to 50/25, FiOS TV Prime HD Showtime, 2012-2 order, you agreed to maintain your bundled services for a minimum of 24 months and that a prorated early termination fee of up to $230 will apply if you cancel your bundled services early. The prorated early termination fee of $230 will be reduced by $10 for each full month toward your minimum term that you complete. There are other terms and conditions that are a necessary part of your agreement which you should review. Those terms are available at***************** and are also provided on or before the installation of your FiOS services. If you are a new customer and you don't agree to those additional terms, you can cancel your order before your services are installed without an early termination fee. This message was sent from a notification only email address that cannot accept incoming email messages. Please do not reply to this email. ©2012 Verizon. Mail Tracking Id : ********

Desired Settlement: I would like to request that Verizon honor their price quote at $74.99 instead of $94.99 for the rest of the contract which will commence in April, 2015 and billing adjustment from May 2013 until now for $20.00 each month plus taxes applied to the twenty dollars.

Business Response:

Our investigation determined customer was misquoted rates. We agree to honor the misquoted rate of $74.99 for 24 months. We are working with out IT department to see if the additional $20 credit adjustment can be added to the account automatically. If it cannot be added, we will follow up the account and manually issue the adjustment to the account each month. We have issued adjustment for the current bills. We apologize for the problems and thank customer for bringing this to our attention.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Problems with Product/Service | Complaint Details Unavailable
9/3/2013 Delivery Issues | Complaint Details Unavailable
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8/30/2013 Billing/Collection Issues | Complaint Details Unavailable
8/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a promotion package by mail offering telephone, internet and television ---advertised as a bundle package for $79.99 for the first year and $89.99 for months 13 thru 24--I spoke to a sales representative and I advised him that I was an optimum customer-- and would only consider changing my service if I were going to get service comparable to my existing bundle with optimum/cable. I explained to the sales representative that my existing service includes three premium cable channels, HBO, Starz and Showtime---and the representative said yes I can include that with your installation and we proceeded to go through the changing of the my service starting with telephone, the installation was arranged for 8/*/13--- the installer arrived promptly at 8:00am and did not complete the job until about 3:00pm. I go the thru the premium channels and they are asking that I subscribe before viewing. I immediately call the number provided, I reach a representative who advised me he was unable to confirm any premium channels with my install agreement. I ask to speak with a supervisor and was transferred to ***** ******---who advised me of the same information and could give me the premium channels for an additional price of $16.99 for HBO and $9.99 for Starz and Showtime---and he made no attempt to give me the service I ordered. He couldn't do that or even listen to the call to confirm the offer, I ask to speak with someone that could, he transferred me to sales, where I waited on hold for about twenty minutes and got another representative who transferred me to sales manager that was not able to locate the first call regarding the install agreement --his name is ******--I ask for the name and address of the president of the company , he advised me he does not have that information available. No effort was put forth to resolve an escalated situation.

Desired Settlement: Delivery of service at price discussed with the initial sales representative.

Business Response:

Verizon called this customer and apologized re: miscommunication with promo/rates/services included in triple play.   This customer signed up for base tv package (prime), it doesnt included any premium channels. Verizon had sent four emails to customer at ****************, so that she had confirmation and proof of what she ordered, what was included and the rates.   Customer has half off for showtime/Starz and is satisfied with that promo.  Verizon could not give this customer a free DVR as they had wanted because the customer opted for the $300 visa card promo instead and cannot have both,  This case is closed and customer is satisfied.

 

Thanks,

*** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2013 Problems with Product/Service | Complaint Details Unavailable
8/27/2013 Advertising/Sales Issues | Complaint Details Unavailable
8/27/2013 Problems with Product/Service | Complaint Details Unavailable
8/27/2013 Billing/Collection Issues | Complaint Details Unavailable
8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to get internet connected to my apartment for more than 3 weeks. I have made more than 10 calls and spoken to more than 10 representatives, each has admitted that multiple mistakes have been made but no one has followed through and fixed the problem. On 4 occasions I have been on the phone for more than 1 hour, I have been on with tech support for 2 hours and had them navigate my computer before they found someone else's mistake. I still don't have working internet and am already being billed. The history of the complaint includes (this is not a complete list): The initial installation was left incomplete. The technician left his tools behind and said he would come back on Friday (it was Wednesday). He didn't come on Friday and then said Monday, then Wednesday. He never returned and he stopped answering my calls and texts. I finished the wiring on my own and told the support staff that I had done so. I continued to try to call that technician (his cell phone is ###-###-####) with no further answer, and I have now thrown out his equipment. The internet had some connectivity after that but after 3 more calls I found it was limited to 1mbps. The rep I talked to agreed that this is ridiculous - I suspect this was an intentional error by the saleswoman I initially spoke with. She was short with me and seemed annoyed, one rep I talked with said "they do that sometimes". Unacceptable. I ordered this together in a bundle with DirecTV, at the same time and on the same phone call - they failed to communicate - The services were not bundled and I was overcharged for both, that took me 2 more calls and a lot more time to sort out the billing - please check if that is resolved. Eventually...this was scheduled to be fixed on Wednesday 7/**, it was not, i called, was on for 45 min, was told it would be done Thursday, then Friday. Not fixed. Then I get an automated message saying to call a number and give a reference number, which I did and they had the wrong name (**** Something) on that account. I spoke then with ****** **** (she said her employee ID is "EBR") who left me on hold 23 min while talking to a supervisor, said that supervisor would review the case and call me back within the hour. No call. Thats where I am now. Internet still doesn't work. This is an incomplete account. Please review my record in your system and contact me for more detail.

Desired Settlement: I will not pay a penny of the current bill as the services have not been delivered yet. I demand immediate communication by a competent supervisor who will solve this problem immediately. I expect a direct contact phone number and email address and I will not spend any more time calling in, talking to a machine, and waiting on hold. There will be regular communication from this 1 contact person until the issues are completely resolved and I will not be expected to do any of the leg work on my own. I will not be charged for installation, service inappropriately charged up to this point, or any other fees for setup. We will then negotiate what the company will do to try keep my business - No bills for the first 3 months is reasonable to ask for considering the pattern of incompetence and disrespect outlined above. Please contact me if more details would be helpful including names of employees I've talked to, times, and dates. I have audio recordings of more recent phone calls. Thank you **

Business Response: Per Repair records, a tech was dispatch to the customer location and found no trouble to the equpment.  Customer was advised needs to downgrade the speed to stabilize the lines for his dsl connectivity.  Customer doesnt want to drop the speed so that he can be able to access the internet more efficiently.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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8/20/2013 Problems with Product/Service | Complaint Details Unavailable
8/20/2013 Billing/Collection Issues | Complaint Details Unavailable
8/20/2013 Advertising/Sales Issues | Complaint Details Unavailable
8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Phone down noise in phone line computer lab top no screen picture don't work power line down blew out tv phone and lab top but come out look at phone free still don't work but they say pay look at lab top that broke that broke from the storm on line modem on off it lights still the run run pay your bill you have 2 year contract but my bill says one year.

Desired Settlement: New lab top, fix phone line.

Business Response:

A Verizon repair manager contacted the customer who advised that the telephone line is working perfectly now. He said that the line seems to deteriorate the longer he stays on the phone. He said he gets static. He did not want the manager to send a technician out today or in the near future. He will be going out of town and will be gone until September or October, 2013. In regards to his laptop being damaged, he said that the laptop was dropped over a year ago by a Verizon Technician. He said that the technician told him he dropped the laptop but that he never had any problem with it until the storm hit earlier this month. We talked about what he wanted from Verizon and he said he just wants his line to work properly. He did not ask for any compensation for the laptop. The manager provided her name and phone number and asked him to recall when he returns in September or October. He said that he would call when he returns.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Billing/Collection Issues | Complaint Details Unavailable
8/19/2013 Problems with Product/Service | Complaint Details Unavailable
8/16/2013 Billing/Collection Issues | Complaint Details Unavailable
8/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Verizon received our payment, change of address and request to close our land line phone account via USPS mail on Dec. **, 2012. They accepted our payment, changed our address but continue to bill us for phone service at a home that we no longer live at. We have not used their phone service since December **, 2012 and despite repeated contact to their customer service they continue to bill us for monthly phone service.Product_Or_Service: Land line telephone serviceAccount_Number: ****************

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation)Close our account effective December **, 2012 as we originally requested.

Business Response:

Verizon understands you no longer reside at this location and updated your billing address however; there have been no calls to Verizon to disconnect your service that is why you continue to be billed. You do have to call us by phone to disconnect your services your account is still active. Please call us to disconnect your line if you no longer reside there at ###-###-#### Monday-Friday from 8AM-9PM or Saturday from 9AM to 5PM.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID* ******** **d have determined that my complaint has NOT been resolved because:

 

 

We sent a SIGNED letter via USPS mail on December **, 2012 to notify Verizon that we discontinued service, made payment due and supplied them with our new MI address. They accepted our payment, they changed our address however they did NOT discontinue service & continue to bill us.   Our check that Verizon cashed, check number 5280, has written on it "End Service December *** 2012". The bank image of this cleared check is available, if needed. Our service should have ended on DECEMBER **, 2012 when they received our payment. I would suggest that our SIGNATURES sent via USPS mail  & the cleared check should be SUFFICIENT notice to disconnect service!!! They tell us ONE MONTH later that we need to call them? We didn't call them to set up the service (we did it online), but they need to talk to us in person to end service? Their attempts to bully us into getting more money from us is not appreciated.

 

 


Sincerely,

*** ** *********



 

Business Response:

******* * *** ** ********* - Customer was advised must contact Verizon to disconnect there service. Mr. ********* continue to be billed because he refuses to contact Verizon. Please contact customer service to disconnect your line if you no longer reside there at ###-###-#### Monday-Friday from 8AM-9PM or Saturday from 9AM to 5PM.  A Verizon position on this matter remains the same  

Consumer Response: Better Business Bureau:

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

Sincerely, 

*** ** ********* 


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: VERIZON FIOS ACCOUNT NUMBER ******************When I called and signed up for Verizon Services I was promised a promotional deal which included $20 off my monthly bill and a one hundred dollar gift card, I agreed and signed up. I called in may to ask why my gift card has not yet been sent out and was told to give it until june. I called Verizon last week and was told that I was not eligible for the Gift card because I was already given the 20 off my monthly bill promotion.At the time I signed up I was told it was all ONE promotion, and when I called last week the Customer Service Rep agreed with me. She stated Yes, I do see both promotions under your account but that is weird because they usually only give one. I told her I was never told they were two different promotions and if I was then Yes I obviously would choose the 20 dollars off monthly because it is the better deal, however that was not the case. I was told I would get both deals and that was the reason I decided to go with Verizon instead of Cablevision.I called one last time today and was told my another manager that those were two seperate promotions and I was only allowed one. I tried to explain to the rep and the manager that I was misinformed and they could look back at my original order if they liked but they refused and were not helpful, I feel Verizon ripped me off and mislead me. The calls are recorded and if they listen to my call they would hear the Representative herself say that she did see both the 20 dollars off my monthly bill AND the 100 dollar gift card and that she would ask her manager if they would grant me the deal since they did promise me that. Please assist me with this matter and I thank you in advance for your time. Product_Or_Service: VERIZON CABLE Account_Number: ******************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for Verizon to provide me with the 100 dollar gift card as they promised and keep my deal of 20 dollars off my monthly bill, as this is what I agreed to.

Business Response:

Verizon contacted the customer and advised that an order had been placed to provide him with a $100 gift card. The customer stated he was satisfied. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2013 Billing/Collection Issues | Complaint Details Unavailable
8/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The bill has been incorrect for 19 months. In the past the bill has been corrected, now they claim it was a one time credit, when the credit has been issued for 19 months because of their error.

Desired Settlement: Pay the same amount that I agreed too, There was a two year agreement at 99.99, now two months in they claim it expired. To rectify they agreed to issue a 20 credit each month for 24 months. Now they claim it was a one month credit. A one month credit for 19 months, does not make sense and they will not admit to the situation.

Business Response: *** ***** from Verizon’s billing office investigated and reviewed the customer’s account.  She mailed the attached letter stating that The email that promised the discount was dated June *, 2012.  The customer received credit on the May **, 2012 through your May **, 2013 bills.  She has issued credits in the total amount of $62.92.  This credit is to honor your $20.00 credit on your June **, 2013, July **, 2013, and August **, 2013 bills.  The remainder of the credit was issued as a courtesy to bring your July statement to a zero balance.
 
The customer has now received a total of 18 months’ worth of credits between previous credits, and the credits *** ***** issued.  Going forward, she has also added a $20.00 Valued Customer Discount for 12 months.  This discount will begin with your September **, 2013 bill date, and continue through to your August **, 2014 bill date.  Since you have now received 18 months of credit, and in addition the $20.00 Valued Customer Discount for the next 12 months, there will be no further credits issued to your account. 
 
*** ***** provided her direct number for *** ****** to call with any further questions or concerns.                   
 

Consumer Response: Better Business Bureau:

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

Sincerely,

******** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/15/2013 Advertising/Sales Issues | Complaint Details Unavailable
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8/7/2013 Problems with Product/Service | Complaint Details Unavailable
8/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had Verizon for the 3 years of my contract. When my contact was up I changed to a different carried because of all the issues I had with service. I switched my service at the end of Feb 2013. I have been getting billed for internet service since I switched. They even sent a bill to collection in regards. I tried to explain to an agent over the phone I don't have internet service. I paid the bill due to it had phone service listed. I was told that the account was closed and would not get any more bills .. Here it is now May and I am still getting billed for internet service. I have ask for someone to contact me from billing but I have no had one person call back.

Desired Settlement: PLEASE MAKE SURE MY ACCOUNT IS CLOSED WITH A FORMAL LETTER TO MY COMPANY AND MAKE SURE THAT I AM NOT BILLED ANYMORE. I DON'T HAVE YOUR SERVICE AND SHOULD NOT BE GETTING CHARGED ANYMORE. SOMEONE LOOK AT MY ACCOUNT AND SEE THAT I DON'T HAVE VERIZON. THEN SEND ME A LETTER STATING THE FACTS. I HAVE CONTACTED A LAWYER IN REGARDS AND WILL FILE A SUIT IF THIS IS SENT TO COLLECTION AND NOT RESOLVED ASAP. ACCOUNT NUMBER ON BILL ** ***** ********** ***** **** ********* ** *******

Business Response:

Investigation found when customer changed local service providers on 2/**/13 we were not notified to discontinue the internet service.

We rendered a final bill for the bundled voice/internet account dated 3/*/13 for $339.34.

These charges were valid. This is the bill the collection agency sent letter on. This bill remained unpaid until 5/*/13.

We spun off a separate account for the internet service and rendered a March, April and May bill. This is the billing customer disputes.

The customer contacted us on 5/**/13 and we terminated the internet account.

We issued credit for service back to 2/**/13.

The credit totaled $240.20.

The customer confirmed issues resolved.

Our collection department confirmed collection action ceased.

We do not credit report business accounts so credit report not affected.

 

 

 

 

 

Consumer Response: Better Business Bureau:

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

 
Hello,
 
I filed a complaint against Verizon Communication in regards to being charged for services that I was not using and still paying for. I was told that I would be refunded and a check would be sent out. I called to see why I had not received the check and was told they can't find the information in regards to the refund. They gave me an account number that had the notes in regards to be me being refunded... .***********..The pervious case with the BBB in regards to this issue was ID #******* . 
 
Do I need to open a new claim in regards to this issue.
 
 
Thanks

******** ** ****
Owner
***** **** ********** ***
*** ***** ***** * ***** **
************ *** **** *****
******* ************ ****
************ ***** ************
************************** 

 

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




 

Business Response:

Refund check issued and sent via US mail to customer on 7/*/13.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Billing/Collection Issues | Complaint Details Unavailable
8/6/2013 Problems with Product/Service | Complaint Details Unavailable
8/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an Extreme HD cable package with internet through Verizon Fios. (HBO AND SHOWTIME) were not available with this package. I went on the Verizon Fios website (on Sunday, June **, 2013) and viewed online that Extreme HD now includes (HBO AND SHOWTIME). I used the chat option online to talk to a Verizon Fios rep. I was told by the rep in order to get HBO AND SHOWTIME the price would increase $10.00. The representative further told me I had to choose Extreme HD and I had to upgrade my internet to 75Mbps. I did so and placed the order with Verizon Fios online. The next day HBO AND SHOWTIME were not available on TV. I went online to speak to a Verizon Fios representative and was told that my order would be placed soon and that the channels would be made available. On June **, 2013 I still could not view the HBO AND SHOWTIME. I again went online to speak to a Verizon Fios rep. ***** reset my box and internet and our chat session was canceled. I soon received a phone call from him. He then told me that there would be a $20 additional fee to receive HBO AND SHOWTIME. I was then referred to billing and told that online there were two options for Extreme HD and I did not pick the correct option. I informed billing that there was only one option for Extreme HD and only one list of what Extreme HD offers online. I was told that I was incorrect. I asked if he would login to my account to view my options and he refused to. I then asked if I could return to my previous package to maintain the price. I was told that could not be done. I then told billing that the verizon chat rep gave me the wrong information, that the online website does not work because I only have one type of Extreme HD service to choose from and now I cannot return to my package. Is there anyone that could help me. I was told no. The error was mine I placed the order, there is no proof the mistake was Verizon's and the website works fine. I said Verizon records every chat so u do have proof. Verizon refused to assist Product_Or_Service: CABLE AND INTERNET Order_Number: ************* Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) An apology for being given the wrong information. I am now stuck with a higher bill due to this incorrect information and not given the services promised. My bill was down to $90 and now up to $123. I can not afford a full $30 extra a month for the services and would have stayed in my plan if I was given the correct information. This requires a refund. An admittance that my internet page only offers one type of Extreme HD option and that th

Business Response:

We spoke with customer about concerns with recent account changes.

We negotiated a new bundle with customer to best meet her needs:

 FiOS TV Extreme w/HBO& Showtime included and 50/25Mbps Internet for $89.99 plus taxes and fees for 2 years effective 8-*-13.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2013 Problems with Product/Service | Complaint Details Unavailable
8/2/2013 Problems with Product/Service | Complaint Details Unavailable
7/30/2013 Problems with Product/Service | Complaint Details Unavailable
7/30/2013 Problems with Product/Service | Complaint Details Unavailable
7/30/2013 Problems with Product/Service | Complaint Details Unavailable
7/30/2013 Problems with Product/Service | Complaint Details Unavailable
7/30/2013 Problems with Product/Service | Complaint Details Unavailable
7/30/2013 Problems with Product/Service | Complaint Details Unavailable
7/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The following letter was submitted to Verizon on 6/*/13 from myself, ****** *********, on behalf of my parents resinding in ********** *** *****.: June *, 2013 **** ** ******** Executive Vice President Verizon Corporate Office Headquarters *** **** ****** *** ***** ** ***** Re: ****** *********, ** ****** ****** ********** ** ***** Account number:****** **********-10 Service Complaint: ********** Dear *** ********: This letter is to notify you about a problem my parents had due to a lack of telephone, internet and cable service commencing on May**, 2013 through May **, 2013. I am dissatisfied with Verizon’s response to a service outage for an extended period of time (May **** through May ****) at my elderly parent’s home. On Saturday, May****, my parent’s, neighbor ***** *******, notified Verizon’s medical dispatch via telephone that my parents were without services. An operator informed ***** that the complaint was then filed to the medical dispatch unit and a complaint number was assigned but service could not be reviewed until May ****. Therefore, if an emergency occurred they had no way to contact medical providers or their family. Upon hearing that Verizon would not dispatch a technician for five days I made several failed attempts to reach a Verizon customer service representative from May **** through May ****. During this extended holiday weekend I reached a Verizon operator from my home telephone several times and was directed to your awards department. Surprisingly the awards department was not equipped to handle this issue despite my high anxiety that there could be a potential medical emergency. To add to my frustration the awards department could not provide a telephone number to a Verizon customer service representative who could possibly resolve this issue. Finally, on May **** a Verizon service representation, who was extremely helpful, informed me that the complaint was not serviced correctly through medical dispatch (he could not understand or explain why this occurred), and that another service technician was assigned the complaint. The service was finally restored on May **** at approximately 4:00 pm. Thankfully my parents did not require medical assistance during this five day period. The inability to restore services or provide customer service contact information after five days to an elderly couple with a history of medical issues is completely unacceptable and reflects poorly upon Verizon service and business acumen. Although my parents were provided with a credit of five days at this time I am hereby requesting that Verizon provide the following: 1) A guarantee that if there is another service outage in the future they will receive prompt service assistance within 24 hours for the duration of their contract. 2) Free telephone, internet and cable services, based on their current contractual agreement with Verizon, for the next 12 months. Please contact me within 14 days to confirm that you will honor my request. I have prepared a complaint for submission to the proper agencies for investigation. I will not file the complaint if you resolve the problem within this time period I have indicated. Thank you for your anticipated assistance in resolving my problem. Please contact me at ###-###-#### and/or ************* if you have any questions. Sincerely, ****** ********* cc: ****** * ******** ********* A Verizon Executive Relations Representative, ******* *****, responded back to me on 6/**/13 and on 6/**/13 via the telephone. She informed me that Verizon would only provide a 5 day credit & my parents would need to fillout a form to be put on a Verizon list for medical emergencies. ******* did not respond to what caused the repair issue; why it took 5 days to service the repair; why it was not processed through medical dispatch; & why a Verizon customer representative was not accessible at anytime until May **** for me to contact. On two occasions during conversations with ******* I requested a response in writing to my letter & to my telephonic communications. To date, nothing in writing has been received. On 6/**/13 I requested that the medical emergency form be mailed to my attention & informed ******* that Verizon's response is completely unaccepatble & that I would be filing a complaint with the Better Business Bureau & the Consumer Protection Agency.

Desired Settlement: I am hereby requesting that Verizon provide the following: 1) A guarantee that if there is another service outage in the future they will receive prompt service assistance within 24 hours for the duration of their contract. 2) Free telephone, internet and cable services, based on their current contractual agreement with Verizon, for the next 12 months. Please note that we anticipate receiving a credit of five days since my father was informed over the telephone by Verizon on 6/**/13 that the credit would be applied to his account.

Business Response: The company records indicate that an Exective referral had been filed and closed concerning this matter.
The repair department had confirmed with *** ****** ********* and his son, ****** the phone line ###-###-#### has been cleared of the loud hum and noise.
 
The customer's son ****** expressed dissatisfaction in the length of time for the repair to take place and a request for compensation.The attached letter was sent in response to the complaint as requested by ******, apologizing for the recent service outage and reviewing the company’s position. A medical/special protection form was sent so that the customer's account can be designated as such, and out of service credit for 5 days has been issued per Tariff.

Consumer Response: Better Business Bureau:

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

 

 

 

The first paragraph of ****** *******’s, Verizon, Sr. Analyst-Customer Service, response to the Better Business Bureau, dated July **, 2013, did not address the original complaint for lack of service to the telephone, internet and cable.  The first paragraph of her response is for a different incident related to a loud hum and noise in the telephone line after service was not restored properly for the original complaint. The humming and loud noise was discovered on June **, 2013 by ******* *****, Verizon, CBI Executive Relations, when she called my parents telephone to check to see if service had been restored to the telephone, internet and cable.  

The second paragraph of ****** *******’s, Verizon, Sr. Analyst-Customer Service, response to the Better Business Bureau, dated July **, 2013, appears to refer to my complaint letter, dated June *, 2013, for the lack of service.  As detailed in my complaint letter of June ***, there were several issues identified as follows: 

·         Lack of telephone, internet and cable service for the period from May**** to May **** 

·         No means of contacting Verizon’s customer service department from May **** to May ****.  

·         The initial repair was called into Verizon on May **** as a medical dispatch problem and Verizon verified as such over the telephone with me on May ****. During this call on May **** Verizon informed me that the repair was not handled by medical dispatch and the customer service representation could not explain why.  

We acknowledge receipt of the June **** Verizon letter which referenced telephone number **********, which is not the telephone number at my parent’s residence. Therefore we were confused if this letter was intended for the repair of my parent’s residence. We also acknowledge receipt of the medical/special protection form, and it was executed by my father, and returned on July ****.   

To my knowledge at the time my parent’s neighbor notified Verizon of the service outage to the telephone, internet and cable at their residence on May**** the neighbor was not informed that a medical/special protection form was required to be on file for medical dispatch to handle the repair. Further, since Verizon’s customer service department was unavailable by telephone during the outage period, we did not become aware of executing a medical/special protection form until June ****, when I requested the form be sent to my father. At that time I also requested a response from Verizon in writing to my original complaint letter of June *, 2013.  

At the time the initial complaint on May **** my parent’s neighbor should have been informed that Verizon could not service this through the medical dispatch unit. The unavailability to speak to a Verizon customer service representative to fix the repair immediately during the subsequent 5 days created an isolated and stressful environment for my parent’s because they could not contact anyone via telephone.  Finally, to be informed by Verizon on June **** that a medical/special protection form must be designated on their account for the medical repair unit to take action is disconcerting and way too late.   

The five day credit does not provide satisfaction to my parents as my concern is the potential danger to not only my parents, but to all Verizon customers, if medical emergencies arise when service is out. Further, Verizon’s response that individuals with disabilities will not receive repairs via medical dispatch unless a medical/special protection form is filled out leaves Verizon customers at risk for potential life threatening situations. 

Our complaint remains unresolved and we maintain that Verizon provide the following: 1) A guarantee that if there is another service outage in the future they will receive prompt service assistance within 24 hours of notification to Verizon for the duration of their contract. 2) Free telephone, internet and cable services, based on their current contractual agreement with Verizon, for the next 12 months. 

 

 

 

 

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


Sincerely,

****** ********* 




 

Business Response:

Again, this complaint was overseen and resolved by the Verizon Executive team.

In response to the issues raised in this rebuttal concerning priority repair classification and out of service credit, the Verizon response was previously sent in the June **** letter to *** ****** *********, excerpt below.

Our Customer Operations Management has advised your son ******* that Verizon will issue out of service credit for the 5 days you did not have service.  No additional credit will be issued.  He was also advised that your account is not listed as a SPUC (medical emergency).  I will have Customer Service mail you the form that is required to flag your account.  If you have additional questions, please contact me at ###-###-####, extension ******* to discuss your issues further.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2013 Problems with Product/Service | Complaint Details Unavailable
7/24/2013 Problems with Product/Service | Complaint Details Unavailable
7/24/2013 Problems with Product/Service | Complaint Details Unavailable
7/19/2013 Delivery Issues | Complaint Details Unavailable
7/19/2013 Problems with Product/Service | Complaint Details Unavailable
7/17/2013 Problems with Product/Service | Complaint Details Unavailable
7/16/2013 Advertising/Sales Issues | Complaint Details Unavailable
7/15/2013 Billing/Collection Issues | Complaint Details Unavailable
7/12/2013 Problems with Product/Service | Complaint Details Unavailable
7/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to remove a featured named ValuePack from my landline telephone service. My telephone service provider is Verizon. I want this additional value-add package removed from my service plan because I do not use it. I have contacted Verizon Customer Service 3 (three) times during the past 48 hours. Verizon's Customer Service Representatives employed a variety of stalling tactics when I asked them to remove the ValuePack add-on from my telephone service. These stalling tactics include: predending they do not understand my request; being put on hold indefinitely; being told to call a variety of different phone numbers at Verizon. On Sunday, June **, 2013, I requested Verizon to remove the ValuePack add-on service from my service plan in writing, during an online chat session. Verizon's Customer Service Representative plainly refused to follow my instructions. The full transcript of this online chat session with Verizon's Customer Service Representative is included below: ----- BEGIN TRANSCRIPT ----- Date: 06/**/2013 Call center employee on Live chat Live Chat Window Click to Reload Chat Chat Subject:Renew Existing Services Your Question:I want to remove ValuePack from my calling service. A Verizon Service Representative will be with you shortly. Thank you. 21:16:15 We apologize for the delay.You are next in the queue. A representative will be with you shortly. Agent ***** has joined. (21:16:25) ***** : Chat ID for this session is ***********. (21:16:25) *****(21:16:30): Thank you for choosing Verizon and visiting our chat service. I would be happy to assist you with your question. For quality and security purposes, your session is recorded and may be monitored or reviewed. Please do not provide sensitive information such as social security, bank account or credit card numbers to the chat agent. May we view your selections and/or account information, including any services you subscribe to, which are displayed to you on verizon.com, so that we may assist you with respect to available Verizon products and services? Under federal law, it is your right and our duty to protect your account information. May I have your permission? ***** *******(21:16:44): Yes you have my permission. ***** *******(21:16:55): I want to remove ValuePack. *****(21:17:15): Thank you for your permission. *****(21:17:25): Please allow me few moments to check the details for you. ***** *******(21:19:24): OK it has already been "a few moments" ***** *******(21:19:38): I said I want to remove ValuePack *****(21:20:33): Please allow me to provide you the number to call so that you can remove the value pack. *****(21:20:42): You may please call Consumer Sales and Solutions Center at ***** ******* (**************) between 8:00 AM and 9:00 PM EST Monday through Friday or 9:00AM to 5:00PM on Saturday. ***** *******(21:20:42): No I DO NOT WANT TO CALL ***** *******(21:20:49): I SAID I WANT TO REMOVE VALUE PACK ***** *******(21:20:56): THIS IS A WRITTEN INSTRUCTION TO VERIZON ***** *******(21:21:11): ARE YOU GOING TO DO WHAT I ASKED YOU TO DO OR DO I CONTACT THE FCC? ***** *******(21:22:43): IF YOU DO NOT STOP STALLING I WILL WRITE A LETTER TO THE FCC AND THE TRANSCRIPT OF THIS CHAT WILL BE INCLUDED IN THAT LETTER ***** *******(21:22:57): I SAID I WANT TO REMOVE VALUEPACK FROM MY PHONE SERVICE *****(21:23:52): Please let me know your current phone plan with Verizon services so that I share the details for your request. ***** *******(21:24:10): DON'T YOU HAVE MY ACCOUNT INFO IN FRONT OF YOU? ***** *******(21:24:22): ISN'T THAT WHY YOU ASKED FOR TIME TO REVIEW? ***** *******(21:24:29): SO THAT YOU CAN LOOK AT MY ACCOUNT? *****(21:25:09): Yes, you are correct, I apologize. I am having a technical glitch and am unable to view your account details. ***** *******(21:25:15): STOP STALLING ***** *******(21:25:36): THIS IS NOTHING BUT A STALLING TACTIC BECAUSE VERIZON DOES NOT WANT ME TO REMOVE VALUEPACK *****(21:26:11): You will be able to remove the pack, please call and get it removed. *****(21:26:21): You may please call Consumer Sales and Solutions Center at ***** ******* (**************) between 8:00 AM and 9:00 PM EST Monday through Friday or 9:00AM to 5:00PM on Saturday. ***** *******(21:26:22): I ASKED YOU TO REMOVE VALUEPACK FROM MY SERVICES ***** *******(21:26:28): ARE YOU GOING TO DO IT OR NOT? ***** *******(21:26:34): PLEASE ANSWER WITH YES OR NO *****(21:27:24): i will be unable to do it for you, as only you have the right to make changes to your plan. You will need to call and get it removed. ***** *******(21:27:35): I AM ASKING YOU TO MAKE THIS CHANGE ***** *******(21:28:05): IS THIS A WRITTEN REFUSAL FROM VERIZON TO FOLLOW CUSTOMER'S INSTRUCTIONS? ***** *******(21:28:32): PLEASE ANSWER WITH YES OR NO *****(21:29:32): Verizon Values you as a customer. To prevent customers from losing special discounts or violating contract terms, our system will not allow you to downgrade services online. You will need to call your Verizon Business Office and have your services manually downgraded. ***** *******(21:30:01): I ASKED YOU A SIMPLE QUESTION REQUIRING ONLY A YES OR NO ANSWER ***** *******(21:30:16): ARE YOU REFUSING TO FOLLOW THE CUSTOMER'S INSTRUCTIONS? PLEASE ANSWER YES OR NO ***** *******(21:31:05): I AM SAVING THE TRANSCRIPT OF THIS ENTIRE CHAT. THIS TRANSCRIPT WILL BE SENT TO THE FCC IN SUPPORT OF MY COMPLAINT. *****(21:31:31): Presently, I will be unable to remove the value pack as I have limited access to your account as sales rep. *****(21:31:51): I completley understand. However, at this time, my area of expertise is to help customers learn more about Verizon products and assist with finding information on the website. ***** *******(21:31:59): OK THAT IS A WRITTEN REFUSAL TO FOLLOW THECUSTOMER'S INSTRUCTIONS. ***** *******(21:32:28): THIS ENTIRE CHAT TRANSCRIPT WILL BE PROVIDED TO THE FCC, TO THE NY STATE ATTORNEY GENERAL'S OFFICE AND TO THE BETTER BUSINESS BUREAU ***** *******(21:33:16): THIS IS THE THIRD TIME I AM CONTACTING VERIZON AND ASKING TO HAVE VALUEPACK REMOVED FROM MY SERVICES. *****(21:33:41): Please let me know if I can assist you with further information regarding Verizon services, I will be glad to assist you. ***** *******(21:34:00): NO I NO LONGER NEED TO TALK TO YOU. ----- END TRANSCRIPT ----- Immediately after this chat session ended, I called Verizon Customer Service again, and presented the same request: please remove ValuePack from my telephone service. I was placed on hold for 40 (forty) minutes. After 40 minutes, the Customer Service representative came back on the line and informed me that ValuePack has been removed. I checked the status of my phone service at Verizon Online. ValuePack is still listed as being in effect.

Desired Settlement: I want the ValuePack add-on service removed from my landline telephone service.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2013 Problems with Product/Service | Complaint Details Unavailable
7/9/2013 Delivery Issues | Complaint Details Unavailable
7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Verizon on 1/**/13 after receiving an email stating that my services for QUAD play were being suspended due to non payment on the account. The due date on the bill I had received was for 1/*/13 in the amount of 151.23. I made a $50 payment on 1/**/13 with the understanding that per the statement on my bill that "basic services are assessed a charge when they are over 60 days past due." Since the bill was due 1/*/13, I made a $50 payment on 1/**/13 and had the intent of paying the final amount on 1/**/13 which neither date is past the 60 days this would not be an issue. I called to find out why my services to my home phone, cell phone, internet, and cable were suspended. The initial representative (who failed to provide a name) was extremely rude and advised this writer that it does not matter when a payment if it is not on the date due and so on. I became upset by the treatment received and inquired what the process is for termination of services. She advised me that "I can help you with that" and placed me on hold. I was then disconnected. I attempted to call back and had no service at all. I then had to go to my next door neighbor's house and call from there. I then spoke to ****** who advised this writer that my services were terminated at my request. I advised ****** that that was not the case. I advised ****** that I was and am upset over how rude the prior representative was and was inquiring about termination, but never gave permission. ****** advised me that I should talk to a supervisor. I was placed on hold. Eventually ***** came on and apologized for the inconvenience. Stated that this should never have happened, he would advise the supervisor for the first representative of what happened and that all services would be immediately restored. ***** stated that he would note in my account that I would be making the 101.23 payment on 1/**/13 so that there would not be any other issues. When I arrived home the cell phone, home phone, and cable were restored completely. I did not check the internet thinking that since all of the others were restored it was as well. When I checked my email at work the next day there was an email stating that all services had been restored. So when I arrived home friday and went online to make the $101.23 payment I was not able to get onto the internet. I attempted to call the ###-###-#### phone number on my bill and was directed through an automated system which was unable to assist me with the internet or take the payment. So what I did to make sure that the payment was made as scheduled I called the **** number that was preprogrammed into my verizon cellphone and made an automated payment through that with conf. code *****. To my surprise I get a text message this morning stating that my $101. 23 payment was not received. I called the ###-###-#### number again and am advised that they cannot assist me because they are only open from 8a-6p M-F. I then call tech support to find out why my internet will not work. The tech advised me that my services were disconnected and transferred me to ***** ******** who I have to say was not very pleasant or helpful. She stated that she could not restore my services because my account has been sent to collections for nonpayment and cannot be restored until the payment due is received. I again reviewed with her what had transpired since 1/**/13 and she advised this writer that my account has not been paid on since October 2012 and that she cannot tell me how to manage my finances but I need to pay my bills on time. This writer disputed that the services have been paid for since October, that the balance due for January *, 2013 was $151.03 and advised her that I only joined the QUAD play in October through ****** **. I was then advised that they notified ****** ** that I have not paid the bill since October so ****** ** is no longer on the bill and may result in additional fees because I do not have QUAD play. **** ******** then advised this writer that they do not show payment on my account for the $101. 53 that was made last night. She also advised this writer that I will continue to be without internet access until at least monday January **, 2013 when I call ###-###-#### and speak to someone else and start the process all over again. I did inquire and made it clear that it was only an inquiry as to what the amount would be if I did not do the QUAD play what my bill would be. ***** ******** advised this writer that if I did not bundle again that I would be charged twice the fees for the internet and phone. I verbalized understanding and advised ***** ******** that when I left **** ****** ***** because the initial advertised QUAD play price was better than what I had with **** ****** I was advised that I would be back to them because the customer service was poor with Verizon. I advised **** ******** that after all of the time that I have spent and the hassle that this has caused me I believe that they were correct. I thanked her and advised her that I will follow up on monday to start the run around again.

Desired Settlement: I would like an apology for such poor customer service (however, I do have to say that ****** and ***** were excellent). I would like COMPLETE restoration of ALL of my services. The QUAD play bundle reinstated and no reconnection fees to be charged to my account since I did not authorize my account to be disconnected in the first place, which was done by the first representative that I talked to.

Business Response:

Customer has failed to pay balance of bill promised to pay by 1/**/13.

We  are working to re-establish the internet service.  

 

Consumer Response: Better Business Bureau I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 Payment was made on 1/**/13 of $101.23 as promised with confirmation # *****. The amount was deducted from my bank account with the ending four digits of **** on 1/**/13 and the amount was paid via bank debit card ending with the ****. I have copies of my bank statement showing the above debit from Verizon as well as a copy of the confirmation for payment from Verizon. Yesterday 2/*/2013 I received a statement from verizon stating that I have a balance of $-43.00. I attempted to make contact with Verizon again no answer as to why no internet, advised that I had attempted to make contact with *** ******** in Escalations via the phone number provided ###-###-#### which would not let me make the call stating that I needed an access code. *** ******** then called the number me and I was forwarded to a voicemail. I left a message for *** ******** and I am awaiting a call back. The payment that should be due if my payment from 1/**/13 was posted to my account correctly is $218. 72 which I will be paying on 2/**/12 as was discussed last night with rep *** ********. *** ******** advised me that my account is overdue in the amount of $319.95 as of yesterday, which I disagree with the amount due because I DID pay the $101.23 in the date promised.

 

 

 

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


Sincerely,

******** ******* 




 

Business Response: Per records the itnernet service was restored on 2/**/13.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unexpected "Labor / Hour" 137.00 $ charge on my Verizon account # ********** bill on 3/**/2013. Is per Verizon "a tech came out it was determined that the problem was with my equipment so labor charges were billed". It was part of initial TV and Phone service set up. I have new 2013 Samsung TV and I already used Verizon FIOS internet. It was second visit because poor TV picture quality but as per technicians it can't be fixed / improved.

Desired Settlement: Refund 137.00 $.

Business Response:

The customer was billed for repair visit when no trouble was found on Verizon’s end.  

Records show billing specialist spoke with customer on 5/*/13 and reviewed why charge is applicable and our optional wire maintenance plans were explained.  

The repair visit charge sustained.  

 

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

Verizon technicians didn’t repair anything because there was no any non-Verizon issue.  

If Verizon switched my TV from ******* to Verizon then if I don’t like it Verizon should switch it back during initial installation.  

 

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

 


Sincerely,

******** *******




 

Business Response:

Customer disputes $137 repair visit charge for a 3/**/13 tech visit whre trouble reproted was found to be non-Verizon.
Charge is valid and sustained.

We understand customer is not satisifed, but charges sustained.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2013 Problems with Product/Service | Complaint Details Unavailable
7/1/2013 Problems with Product/Service | Complaint Details Unavailable
7/1/2013 Billing/Collection Issues | Complaint Details Unavailable
6/28/2013 Billing/Collection Issues | Complaint Details Unavailable
6/27/2013 Problems with Product/Service | Complaint Details Unavailable
6/27/2013 Problems with Product/Service | Complaint Details Unavailable
6/27/2013 Billing/Collection Issues | Complaint Details Unavailable
6/26/2013 Advertising/Sales Issues | Complaint Details Unavailable
6/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** ***** , *******************, DECEMBER * , 2012, PUT HIS VERIZON VAN , LICENSE #******* , IN REVERSE AND HIT THE FRONT OF MY CAR CAUSING $718.58 IN DAMAGE . I HAVE CALLED HIM AND HIS SUPERVISOR *** ******** , MANY TIMES , AND FAXED THE ESTIMATE OF DAMAGE . THEY TOLD ME THAT VERIZON WILL PAY BUT THEY DO NOT FOLLOW UP AND THEN THEY DO NOT RETURN PHONE CALLS , *** ********'S PHONE DOES NOT ACCEPT MESSAGES . THEY HAVE NOT BEEN TRUTHFUL WITH ME IN RESOLVING THIS COMPLAINT ALTHOUGH ****** ADMITTED HE WAS WRONG , PLEASE HELP ME RESOLVE THIS ISSUE , THANK YOU ,**** .

Desired Settlement: THEY SHOULD PAY ME FOR THE DAMAGE

Business Response:

The area foreman submitted damage claim to our insurance carrier who worked the claim.  

We followed up with complainant who confirmed received check from insurance company. The check was a little less than the estimate, but he understands needs to resolve this with our insurance company.  

 

 

Consumer Response: Better Business Bureau:

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

Sincerely,

**** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/21/2013 Advertising/Sales Issues | Complaint Details Unavailable
6/21/2013 Problems with Product/Service | Complaint Details Unavailable
6/21/2013 Advertising/Sales Issues | Complaint Details Unavailable
6/21/2013 Problems with Product/Service | Complaint Details Unavailable
6/20/2013 Advertising/Sales Issues | Complaint Details Unavailable
6/20/2013 Billing/Collection Issues | Complaint Details Unavailable
6/20/2013 Problems with Product/Service | Complaint Details Unavailable
6/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've tried numerous times to have Verizon correct the spelling of my first name, ***** (Verizon spelling *****). I went through their verification process to prove my name is spelled ***** and not *****. It's been over a year and after given assurances that the spelling of my first name would be corrected, I continue to receive bills with the incorrect spelling. As a result, the credit reporting agencies has recorded my first name with the incorrect spelling.

Desired Settlement: I need to have Verizon correct the spelling of my first name, which should be ***** and have future billing statements with the correct spelling. Most important, Verizon needs to contact the credit reporting agencies about their error of misspelling my name so that my credit profile can be corrected.

Business Response:

We contacted customer to apologize for the error and assure her name corrected in our records from ***** to *****.   

Business Response:

On 6/**/13 letter mailed to customer to confirm name corrected in our records on 4/**/13.  Letter informs it can take up to 90 days for all records to update.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I will look for Verizon's correspondence in the mail.


Sincerely,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/19/2013 Problems with Product/Service | Complaint Details Unavailable
6/19/2013 Problems with Product/Service | Complaint Details Unavailable
6/19/2013 Problems with Product/Service | Complaint Details Unavailable
6/19/2013 Problems with Product/Service | Complaint Details Unavailable
6/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signjed on for DSL internet, a package of $39.99 a month. I started services December **, 2012. All of my bills have been for $120.00. I have called several times to understand the different and additional charges. I was told it was for moden and to ship the modem to my home. Verison charged me $39 to ship modem and I am paying over $200 for a modem with additionally monthly rental fees.

Desired Settlement: I would like a break down of my bill, adjustments made and unfair fees adjusted

Business Response:

The customer failed to respond to multiple recall requests via telephone and letter. A Verizon manager reviewed the account and confirmed that the customer was billed correctly for the services. She was billed on her 02/**/2013 bill for the prorated charges for the bundle $27.00, the shipping and activation fee of $19.99 and the first installment of the modem cost of $13.33. Her bundle is for the higher speed of internet with the regional essentials plan which is $49.99 so the bill after taxes equals $126.98. On her 03/**/2013 bill, the customer did not make a payment of her past balance and her new charges were the bundle $49.99 and her second installment for modem $13.33. She also received a credit on 03/** for $60.32 since she stated she was moving to a FIOS area and no longer would need the DSL; her total was then $138.14 after taxes and late fees. The manager added a $10.00 valued customer savings for 12 months to the account which will reduce her bundle pricing to the $39.99 plus applicable taxes and surcharges. The customer has been provided with the manager’s name and direct number for any further questions. 

Consumer Response: I was told by the Verizon Representative that I was required to purchase the modem and not rent. I was unaware of this and it resulted in outrageous charges. 


I would like to rent modem or be allowed to pay for a used modem. 


Business Response:

This complaint was closed with the BBB on 5/**/13 as follows:

 

The customer failed to respond to multiple recall requests via telephone and letter. A Verizon manager reviewed the account and confirmed that the customer was billed correctly for the services. She was billed on her 02/**/2013 bill for the prorated charges for the bundle $27.00, the shipping and activation fee of $19.99 and the first installment of the modem cost of $13.33. Her bundle is for the higher speed of internet with the regional essentials plan which is $49.99 so the bill after taxes equals $126.98. On her 03/**/2013 bill, the customer did not make a payment of her past balance and her new charges were the bundle $49.99 and her second installment for modem $13.33. She also received a credit on 03/** for $60.32 since she stated she was moving to a FIOS area and no longer would need the DSL; her total was then $138.14 after taxes and late fees. The manager added a $10.00 valued customer savings for 12 months to the account which will reduce her bundle pricing to the $39.99 plus applicable taxes and surcharges. The customer has been provided with the manager’s name and direct number for any further questions. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2013 Problems with Product/Service | Complaint Details Unavailable
6/15/2013 Problems with Product/Service | Complaint Details Unavailable
6/14/2013 Advertising/Sales Issues | Complaint Details Unavailable
6/14/2013 Problems with Product/Service | Complaint Details Unavailable
6/14/2013 Problems with Product/Service | Complaint Details Unavailable
6/13/2013 Delivery Issues | Complaint Details Unavailable
6/13/2013 Problems with Product/Service | Complaint Details Unavailable
6/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear Sirs, My amount due for my Verizon DSL service for statement dated April **, 2013 is $24.99. In the previous months, it was $19.99. I didn't get an official letter informing me of an increase in price for my DSL service. I'm still seeing $19.99 at http*********************************************************************/ for my plan, which is the 0.5 to 1 Mbps plan. My Version DSL account number is **********

Desired Settlement: I would like Verizon to adjust my monthly bill to $19.99.

Business Response:

Rate for stand alone internet service increased from $19.99 to $24.99.

 

We were not able to speak directly with customer to discuss his concerns.

Billing specialist mailed letter providing her name and direct number for customer to call to discuss options available to possible lower the bill.

 

We look forward to customer’s call.

 

 

 

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

I received a letter which asks me to call the Verizon escalation department at ###-###-####.

I tried to contact *** ******* at ###-###-#### but I keep getting an answering machine.

 

 

 

 

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


Sincerely,

***** ***




 

Business Response:

We were able to reach  customer on 5/**/13.

We explained the $19.99 rate expired and this is an introductory rate for new customer for the first 12 months.

The $19.99 rate shown on line is for new customers only and guranteed only for the first 12 months.

The customer now understands. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2013 Billing/Collection Issues | Complaint Details Unavailable
6/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In April I decided to try to switch to a bundle package through ******* and Verizon. The following day after setting stuff up over the phone, ******* calls and says that they cannot set up cable because of trees that are around our house. They then transfer me to Verizon to cancel on their end. When transferred I talk with this man and after about 5 minutes he says it is all taken care of. A couple days later a box comes in the mail(the modem I believe, I have not opened it). So I call Verizon again to explain that I have already cancelled and need return labels for the box. The guy says that he is sending them and it's cancelled. One month later, there is no return labels in sight, so I call yet again, a man said they were being sent. On June *** I get a bill in the mail for $117! I immediately call them about the bill and they say that nothing was ever cancelled and there is nothing that they can do, I have to pay it! I tried to get a hold of a supervisor but they said that the supervisor would call me within 48 hours. I still have not gotten a call and it is June **. I have called multiple times to talk to anyone that could help me. Today I get another bill for $183.25. I should not have to pay for services that I have never used! I even explained to them to check the Gigabytes on the internet, that they would see no usage was ever used. They did not care. I do not know who to contact or what to do because Verizon will not help me. I have even tried going into the Verizon stores and they said they are a separate business and cannot help me. Please help me solve this issue.Thank You

Desired Settlement: I have not paid the bill and they do not have my account information. But I do not want my credit ruined over services that I never had nor used.

Consumer Response: Better Business Bureau:

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

Sincerely,

**** *** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/13/2013 Problems with Product/Service | Complaint Details Unavailable
6/12/2013 Problems with Product/Service | Complaint Details Unavailable
6/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called for a technician to come out and repair my phone line because it had static since April **, 2013. I received an appointment on May **, 2013 for a technician to come out and repair it. The technician came and was working on a box of wires on the corner of my block. The tech made the problem worse because he completely took out the service and the line went completely dead. The tech told me that the wire to my line was damaged and he needed to go get another wire. The technician said he was coming back to get a wire to fix it but he never came back. I called Verizon the next day and was told someone else would be coming out to fix my line. No one ever came to my house. I have since then made repeated calls to Verizon about his matter and still no technician has come to repair my line. My telephone is completely dead. I have to go outside to use my neighbor's phone if I need to make a call. I have a child and I need my phone. I should not be charged for use of service because I have no service. This is totally unacceptable from Verizon and no one is helping me.

Desired Settlement: I would like a technician to come out and repair my phone line. I also want Verizon to issue a credit to me for all the days I have had no service.

Business Response: The customer states she lost service on April **, 2013 and still has no service.    
 
*** ******** from Verizon repair advises that a Verizon technician was dispatched on 5/** and repaired a defective cable pair to restore the service.  Verizon has issued credit from 4/** to 5/** due to the continued cable outage to the customer’s account. The credit will appear on the customer’s June billing statement. We apologize for the inconvenience and frustration this matter caused *** *****.   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2013 Problems with Product/Service | Complaint Details Unavailable
6/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi, I am a FiOS customer and I was getting a discount for being an employee since 2010. I left in October 2012 and upon my resignation I asked my district manager on what to do with my FiOS account. I was advised to leave it alone the discount will come off. So when I leave my bill jumps from 89.99 to 129.99 and I pay it thinking the discount was removed. I have been paying my bill since then and fast forward to today. I received a bill for $745.04* I understand the discount fell of this month but they retroactively removed my discount and charged me 8 months . This is a very unethical business practice and I was not warned that they would be charging me this.

Desired Settlement: A credit for the amount that was reversed.

Business Response:

Our investigation determined the customer was receiving a $70 monthly employee credit.

The customer left the business on 10/*/12 and we continued the discount until 5/**/13.

The customer's May bill reflects charges of $541.33 debit for the credit provided from 10/*/12 to 5/**/13

 

On 6/*/13, billing specialist spoke with customer who had contacted our President’s Appeals office regarding this same issue. We apologized to customer for any confusion.

We reviewed charges from date of separation from payroll on 10/*/12 to 5/**/13 when we removed the discount totaled the $541.33 sustaining the charges.

 

We understand customer is not satisfied, but charges are applicable and sustained.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had the triple play service from Verizon. In December I switched companies and paid my last Verizon bill in the amount of $112.86. I never received any notices from Verizon stating that I had a balance with them. I received a refund check in the amount of $ 43.21 in March. This week I received a collection letter stating that I owe Verizon $70.31 and neither the collection agency or Verizon will explain the charge to me. Verizon won't even speak to me they transfer me to the collection agency.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want to communicate with Verizon directly and have them provide me with explanation of the charges.

Business Response:

Our investigation determined billing is accurate.

The account was terminated December **, 2012 and all FIOS equipment was returned.

When the services were terminated the data/TV services were spun off into a separate account. Customer received $43.21cr for FIOS data and TV (credited charges billed from 12/**/12 to 1/**/13). A refund check was issued for the Data & TV credit.

Under the combined billing for local/data/TV we found the $112.86 payment paid the November **, 2012 bill.

There was also a December **, 2012 bill rendered for $107.61 not paid.

This bill covered monthly charges for service from December **, 2012 to January **, 2013.

We then issued a final bill dated December **, 2012 for a $36.67 credit.

This final bill contained credit for charges from 12/**/13 to 1/**/13 billed on the December **, 2012.  The credit reduced the charges billed on the December **, 2012 bill from $107.71 to the outstanding $70.64.

We also issued an additional .33 in credit for taxes/surcharges reducing outstanding charges to $70.31.

On 5/**/13, billing specialist spoke with customer to acknowledge receipt of complaint and reviewed the bills. We mailed customer a paper copy of the final bill.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/7/2013 Problems with Product/Service | Complaint Details Unavailable
6/6/2013 Billing/Collection Issues | Complaint Details Unavailable
6/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello. Verizon FiOS has a referral program in which a customer can refer a friend. After the referral signs up and receives service from Verizon, both receive a reward gift card worth a predetermined amount. I referred a friend in June, 2012. They then signed up for service and had it installed in July, 2012. Both of us were to receive a $100 gift card after the referral kept service for 2 months. It has been 8 months and neither of us have received our gift cards. I have called multiple times and had been told I was sent my reward card worth $50. Now, there are two problems there. Neither of us received the cards we were told had been sent and they were supposed to be $100. I had called customer service about the reward after I referred and was assured the information on their website was correct. I then took a photograph of the screen (which I had taken to send to the friend I was referring), which I now have as proof of this. I have called twice and sent two emails and have only been told, on the first call, that the FIFTY dollar cards had been sent. They don't seem to acknowledge the emails I am sending them and no longer want to wait for them. My friend and I would greatly appreciate your help on this. Thanks so much. Account_Number: ******************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my $100 reward card I was promised, as well as the $100 reward for the referred friend as soon as possible. Thank you.

Business Response:

Our investigation determined the Share the network program allots a $50 American express card not $100. We contacted our vendor who issues the gift cards (AFNI) who confirmed they spoke to customer a few times. They confirmed they explained the program was for a $50 gift card and verified card was sent to the customer's home address in October of 2012.

We left messages for customer on 4/*/13 and 4/*/13 to call.

Customer did not return calls.

On 4/*/13 we mailed customer a letter providing billing specialist’s name and direct number to call to discuss issue further.

Consumer Response: Better Business Bureau:

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

-[Your Answer Here]

 The ONLY message I have received from Verizon was not in regards to this matter. It was a sales call. An attempt to have me renew and/or change my plan. The number that was left is ***********. This is a sales and specials department. I have also NOT received a letter from them on this issue. I have a locked mailbox and no one has the key other than myself, so this is not an issue. They are correct in that they had spoken to me a few times, as I stated in my original message. However, they have yet to offer a solution. I have bee trying to have this resolved for far too long. As a loyal, paying customer, I would expect that they follow through with what they say. They are basically telling me it has already been sent and there is nothing they or I can do about it. All I am asking is that they send the card out to me AND my referral who has had service since July or 2012.  It CAN NOT be coincidence that NEITHER of us received our cards. Perhaps it was a computer glitch or something along those lines. I am not blaming anyone. I am just asking that they are sent out to both of us. I was told at the time that it was to be $100 each. If it is the case that I was misinformed, they should look into better training. It wouldn't be the first time I have gotten different information from different verizon employees. Therefor, All I ask is that they send the cards, even if they are $50 out to myself and my referral. The best number to reach me at is my mobile phone. The number is ###-###-####. The referred person I am speaking of is ******** ******, if they are looking it up in my history. Thank you.

 

 

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


Sincerely,

******** ****




 

Consumer Response: Better Business Bureau:
.
I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

This is really an unacceptable business practice. They are not willing to adimt a simple mistake. BOTH cards were not received! If this remains unresolved, I will be taking my business to optimum who has offered to buy out my verizon conrtact. I do not appreciate broken agreement with companies I do business with.

 

 

 

 

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


Sincerely,

******** ****




 

Business Response:

Final response.  The offer was for $50 gift card which was sent to the home addreess.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2013 Problems with Product/Service | Complaint Details Unavailable
6/5/2013 Problems with Product/Service | Complaint Details Unavailable
6/5/2013 Problems with Product/Service | Complaint Details Unavailable
6/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: I use Verizon as my Internet Service Provider and e-mail provider for the past 9 yeras. As of 2 days ago I had over 18,000 e-mails on my Verizon on-line account. Please keep in mind these are business e-mails and contacts, not personal that I have saved over the past 5 yeras. Yesterday I logged into my account and everything was gone! After spending over 2 hours on the telephone with Verizon last night, I was told that "The Verizon server had an outage so in turn all of my information was lost and they were sorry for my inconvenience but there would be nothing that they could do for me but thank you for being a loyal customer". My question is how does this happen with a company of this size???? How do they not back up their servers???? I have spent the past 3 hours this morning on the phone with department after department within Verizon and I am not satisfied. I called Corporate Headquarters in New York and asked to speak with CEO, ****** ******, the first lady told me that "that would not happen" and hung up on me and the second gentlemen transferred me back to customer escalations and the third gentlemen told me that I could not speak with *** ******. I had told them that I simply wanted to speak with their CEO about this matter and if not I would be contacting the BBB. They ignored my request. This is not at all how a business should handle a complaint especially one from another business. My business may not be as big as Verizon but my business information is just as important. I'm sure if CEO, ****** ****** walked into his office and all of his information was missing as well, he might just be a little upset like myself and want to speak with the highest person as well! The best telephone to reach me at is my cell phone, ###-###-####, thank you for your time. ****** ***** ******* **** **** ******** **

Desired Settlement: I would like a phone call from CEO, ****** ****** explaining to me how a company of this size could lose my information. In additional I would like all of my e-mails back, thank you!

Business Response:

The complaint was investigated by Verizon on Line Technical Support. It was confirmed that Verizon did not have a network outage as stated by the customer and there was no trouble report related to the loss of email placed by the customer so Verizon has cannot identify where she obtained such information. Per an investigation completed by Verizon engineering, it was found that thousands of this customer’s emails were deleted on April **** within the span of a few minutes. Whoever did this authenticated successfully with the user’s credentials, using the customer's username and password to get into the account. It is possible that this was a result of hacking. A technician called the customer and explained this to her, apologized, and advised there was no way to recover deleted emails. 

Business Response:

This complaint is being handled by Verizon Legal and it will not be further addressed via this venue. 

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May ****, the Verizon.com website had an offer faster internet for $5 per month. When I selected the offered, however the price changed to $10 per month. Then I'd chatted with an agent online and she was able to process the $5 offer. On May ****, I noticed, I had lost my Showtime channels. I called Verizon on May **** and I was told that the agent removed my showtime channels. I was then transferred to the billing department. I had informed the billing represented that I did not accept or give permission for the agent to remove my showtimes. However, the billing represented stated that she and her supervisor can not fix the issue. The best they can offer is for 50% off for 12 month which I declined. Product_Or_Service: cable service

Desired Settlement: DesiredSettlementID: Replacement I would like my showtime channels restored.

Business Response:

Our investigation determined Showtime is no longer available as part of Prime HD TV package. This package is now grandfathered. Once any change is made the Showtime is automatically removed. So, once this customer upgraded the internet portion of the service the Showtime was dropped.

We contacted customer on 5/**/13 to explain the situation.

We did offer him a credit to the account to compensate for the change which he accepted.

Customer is now satisfied.

 

Consumer Response: Better Business Bureau:

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

Sincerely,

**** ***



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/3/2013 Problems with Product/Service | Complaint Details Unavailable
6/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered Verizon Home Monitoring system at the end of December, they offered a 30 day trial. I received the equipment 2 weeks later, and had difficulty installing it (its self installation). I had to call the tech support a few times, and finally got the system activated by January **. During the next 3 weeks, my cameras were going on and off line up to 20 times a day. I wasn't satisfied, so by January ** I called Verizon. Customer service was terrible, I was bounced throuh all the states, and no one seemed to know what to do. The only person who helped me was ***** (****), he found my account and told me that I can send my equipment back, and I was within the time frame, since the system was activated less than 3 weeks ago, and since I've made 1 payment on that equipment I would get a $170 refund. When I got the box I've mailed all the equipment back. Its been almost 2 months, not only I didnt get my refund, I am also being billed for the $264.41 (the remaining balance for the equipment), which Verizon has. On 4/*/13 I've called again and spoke to **** *******, who said that the bill is correct, and refused to transfer me to the supervisor! Please Help!'

Desired Settlement: $170

Business Response:

 

We reviewed the account and credited final bill in full.  

 

We contacted customer to apologize for the problems and ensure full credit given.  

 

Business Response: No new information provided.

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

 

 I've never received my $170 refund. 

 

 

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


Sincerely,

***** ********




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/31/2013 Delivery Issues | Complaint Details Unavailable
5/31/2013 Billing/Collection Issues | Complaint Details Unavailable
5/31/2013 Problems with Product/Service | Complaint Details Unavailable
5/31/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a Verizon customer for over 10 years now at my home address. I have a home phone land line used for exclusively for DSL internet connection also provided by Verizon. For the past 2 months, my DSL connection speeds are literally 10-15% of my service agreement speeds. I contacted Verizon numerous times. they replaced my LAN modem with a new modem, which did not resolve the issue. Then they replaced it again with a wireless modem saying they do not support wired modems any more. None of these resolved the issue which made me believe the problem is with Verizon infrastructure, which was also confirmed couple weeks ago by the Verizon tech rep I talked with over the phone when I called again for extremely slow download speeds. My last speed test before filing this complaint was around 0.5 mbps whereas y Verizon service agreement calls for speeds up to 3 mbps. I called Verizon before filing this complaint asking for a refund for the past two months for which they could not fulfill their service speed obligation to me as a customer. They refuse and offer only a fraction off my monthly bill.

Desired Settlement: Verizon acknowledging their service problems, issuing a refund and apology to their customers, stopping false advertisement of their DSL connections speeds if their infrastructure is not capable of delivering them, and immediately restoring my DSL service speed of upgrading to reliable service package with equal or higher DSL connection speeds.

Business Response:                     Response to Better Business Bureau
 
 
Customer:     ******* *******
 
                                                                                         
 
Telephone Number:      ###-###-####                                                  
 
Case Number:    *******                                                               
 
Response:   
 
The case was sent to manager * *********. On 1/**, repair records show that a facility change was completed in the field. ** ******* sent to field manager ***** ******* to investigate further.
 
1/** ** ********* did a DTI test on DSL circuit and results as follows: "Passed. Modem is not in sync. Customer may have modem unplugged or powered down." The matter was referred to Verizon on Line (VOL) as the circuit used for DSL only and testing perfectly.
 
Specialist ** * ******* called the customer at ###-###-#### and he mentioned that he did receive the Voicemail from the MCO team and stated that his speed did improve a little bit. While talking to customer he did mentioned that whenever he leaves the premise he turns the modem off. ** ****** advised him to leave the modem turned on for consistent speed. Provided customer with his contact information and he will follow up with testing and call back to the customer.
 
Test were completed on both 2/* and 2/* and results were good. ** ****** attempted to reach the customer several times, but was not successful. The case will be closed and the customer does have ** ******** contact information if needed.                                                                     
                                                                                             
                                                                                                
                                                                                           
                                                                                      
                                                                                          
                                                                                                      
                                                                                                
Name and Title:         ******** ********
                                    Sr. Analyst-Customer Service                                     
 Date:      2/*/

Consumer Response: Better Business Bureau:

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

 

 This is really becoming ridiculous now. Verizon again did not respond to my previous rejection of their response. They again just sent their letter from February 2013. It is not acceptable to me because they refuse to accept crediting my account for their lack of service for more than two months. Period!

 

 

 

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


Sincerely,

***** *******




 

Business Response:

Please see the original feedback provided.

The case was assigned to a Verizon on Line specialist who spoke with the customer on 1/** with the understanding that they would speak again as we investigated the customer's claims. The specialist provided **. ******* his name and direct number at that time.

The specialist then left messages for the customer on 2/*, 2/* and 2/*, with no response.

The matter was then closed based upon internal testing results and no response from the customer.

If **. ******* is still experiencing trouble, we recommend he contact the specialist **. ****** to further discuss his issues.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/31/2013 Advertising/Sales Issues | Complaint Details Unavailable
5/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Verizon to get phone service for my new home. I called the day after service was supposed to begin to inform Verizon I had no dial tone. They said they would send someone to fix it the next day. 3 weeks later I switched to my cable provider and was able to use my phone for the first time. He said it was ported wrong. Verizon keeps sending the $90 bill to collection agencies. When I send letters of dispute I get no response, only a new collection agency. Now I'm being threatened with legal fees by the collection agencies. They insist I must pay for something I was never able to use or get service on.

Desired Settlement: I would like a refund, to have this removed from my credit report, and to receive a letter of apology from Verizon which states nothing is due since they were unwilling to provide a usable service.

Business Response: Customer's account now has a zero balance. The account was adjusted $92.29 on 4/**/2013..

Business Response:

Per Verizon records *** **** has a zero balance and the outside collection agency will mail the amount of $92.39 tomorrow. *** **** will receive this within 15 days. 

Consumer Response: Better Business Bureau:

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

 

Originally I was to have received the $92.29 refund by May ***.  When I finally did receive the check on May****, I also received a call that a stop payment had been placed on it because my payment had been returned.  I provided proof within 24 hours from my bank that my payment had cleared the bank on April ****, and not returned at any time.  It took two weeks for Verizon to figure it out and call me to tell me the collection agency would be sending it to me instead. 

At this time I am unwilling to consider it resolved because I still have not received my refund.

 

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


Sincerely,

**** ****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/30/2013 Problems with Product/Service | Complaint Details Unavailable
5/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Verizon is demanding that I pay monthly phone services charges when phone services has not been provided. Since October ****, 2012, I have not had any home phone service. Verizon has negleted to repair the cooper line as a way to push customer to their fiber option and push for additional services like FIOS TV. Verizon is not disclosing to customer that in the event of an black out, their phone services will be out as well. Phone services via the cooper line does not get affected during a black out. Verizon has added additional charges to the monthly charges but the phone service is still out. I have contacted them serveral times but they have not make the proper correction.

Desired Settlement: I would like Verizon to restore my previous phone service via the cooper line and remove all the charges on my account since October ***** 2012.

Business Response:

This complaint appears to have been filed by customer back in November.

The customer’s concerns have since been addressed and he has placed an order to migrate his services to fiber.

The work was originally scheduled for 1/**/13, but the appointment has been rescheduled to 2/**/13 after 1pm at the customer’s request.

We are following up to ensure a smooth migration and confirm customer’s satisfaction.

 

We appreciate the customer bringing his concerns to our attention.

Consumer Response: Better Business Bureau:

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

 

I submitted my request to TWC to port my Verizon phone number to their service.  I prefer to keep case open until Verizon allows TWC to port my number as I already when through this scenario and was not able to port number.  I am hoping this time it will happen so we could end this nightmare.

 

Sincerely,

*** ******* 




 

Business Response:

There is no work or involvement on Verizon's end with a port of service to another provider.

It is an automated process with no manual intervenation.

Time Warner is the controlling force in this negotiation for service.

Closed on Verizon's end.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: for 3 months i have been attempting to get verizon to repair a problem i have ordering pay per view programming via their own website. I have placed numerous calls and it is very apparent these reps have no clue where to even begin. NEEDLESS TO SAY aftr all the phone calls and all the hours of allowing them to string me along, i get annoyed and hang up only to attempt again days later with the same result Product_Or_Service: fios tv,phone and internet Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) i would like the issue resolved . i would also like verizon to better assist its customers concerns or they should cease selling services they cannot control..... and since i spend alot of time trying to have this issue fixed a credit should be issued each time i call for the same uncorrected issue

Business Response: Per customer service Mr. ****** was advised : that there are only 2 ways to order Pay Per View (PPV), IPPV via remote & OPPV via representative. Only an OPPV order can be seen on multiple sets. Also apologized regarding the unprofessional reps. 

Business Response: Date Sent: 3/27/2013 2:31:46 PM
Per customer service Mr. ****** was advised : that there are only 2 ways to order Pay Per View (PPV), IPPV via remote & OPPV via representative. Only an OPPV order can be seen on multiple sets. Also apologized regarding the unprofessional reps.

Consumer Response: Better Business Bureau:

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

 The representative was supposed to call me back after finding out that what he explained to me was false. He never called back and the issue is still unresolved

 

 

 

 

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


Sincerely,

******* ****** 




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: over a year ago i signed up for verizons bundle of phone and internet and was suppose to receive a 50$ gift card for doing so and i have yet to receive this after two hours on the phone and being transfered 9 times no one could give me an answer and i was told that they would contact me within two business days with an answer that was over a month ago and i still have not heard from them and then i tried emailing them and the automated response said i would here from them in 24-48 hours that was a week ago and still have not heard anything from anyone at verizon regarding this issue

Desired Settlement: i wish to receive what i was promised when i signed up for the bundle

Business Response: *** ***** from Verizon’s Customer Service Center advises she called the customer and apologized that she did not receive the $50 gift card.  *** ***** offered a $50 adjustment on her bill and *** ********* accepted.     
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This complaint about the terrible repair verizon employees keep making. The problem is that on the 12th floor of my building where the verizon switches are, the outlets are labeled incorrectly. They apartments they belong to are not in sequential order so when someone gets new service another apartment is disconnected. This was confirmed by 3 (THREE) verizon employees. One of the employees actually took a BLACK marker and relabeled the whole board and left instructions for future repairmen. Clearly the new repair people dont follow the instructions and keep disconnecting my service. Last night was the 4th (FOURTH) time my service went out because of this issue.

Desired Settlement: the desired outcome is for verizon to come out and relabel the outlets correctly so this issue will not keep on happening ever again. stop wasting my time and stop wasting your money sending techs out every month to fix this

Business Response: Per Verizon records: Outlets re-label as of 05/**/13. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.
thank you so much for doing this. this will save you time and money and will save us time and hassle

Sincerely,

**** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3/**/13 I received a bill from Verizon for $203.65. It seems I had not received a bill for the previous 3 months. I called Verizon and was told I had been switched to paperless billing - but yet I never received any electronic notification of this change or any bill from them. I did not make this change to paperless billing. When I brought this to the attention to two different representatives at Verizon, ****** and *** ****** (both phone calls on 3/** between 10 and 10:40am) both said I would have to call the website for help with this. But I did not make the change and do not use verizon.com. They said there is not an email associated with my account though I have received email notification that my rates were going up. I have been threatened with service cut-off and there was no flexibility in making smaller payments. This was a Verizon error in billing - not my error and I believe Verizon should offer me a customer service credit for my time on the phone trying to sort this out and for their terrible customer service behavior. And they should care that my account was changed without my permission.

Desired Settlement: I would like credit to my account so that my account is not past due. I have already agreed to pay $100 by April ***. I would like Verizon to pay the remaining $103.65.

Business Response:

Per Verizon records, *** ***** was contacted and advised of the methods that one would enroll into paperless billing. Customer advised she never used any of those measures. Apologized to customer as it is not Verizon's process to put a customer on paperless billing without their permission or knowledge. Advised that bills are sent out on a monthly basis, by contacting Verizon we could have fixed the issue and *** ***** would have received hard copy of her bills. *** ***** is looking for credit for not receiving her bills.  *** ***** was advised Verizon will not be issuing credits. *** *****'s service is working. The late payment charges that incurred were adjusted. Also suggested a payment arrangement if needed, and to send duplicate bills for the three months if she wants them. Customer refused and ended the call.

Consumer Response: Better Business Bureau:

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

 

Verizon has not been willing to compromise at all and each contact I have with them is worse than the last.  They disrupted my phone/internet service and would not turn it back on until I paid.  And I was charged a $3.50 fee for paying over the phone.  I spoke to four unhelpful customer service reps yesterday - one of who transfered me to the wrong department.  Each of them verbatim repeated the same lines. 

 

 

 

 

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


Sincerely,

******** *****




 

Business Response:

Per Verizon records: 4/**/13 *** ***** was contacted and advised her of the methods that one would be enrolled into paperless billing. *** ***** advised she never used any of those measures. Apologized to *** ***** as it is not Verizon's process to put a customer on paperless billing without their permission or knowledge. Advised that bills are sent out on a monthly basis, by contacting Verizon we could have fixed the issue and had the hard copy bills mailed. Verizon did not know that *** ***** wasn't receiving her bill unless she advised us of it. *** ***** was also request a credit for not receiving her bills. *** ***** was advised it is not Verizon’s policy to give credit for this issue. *** ***** was offered credit for late payment charges incurred; work on getting her a payment arrangement if needed, and to send duplicate bills for the three months if she wants them. *** ***** refused and ended the call. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2013 Problems with Product/Service | Complaint Details Unavailable
5/27/2013 Billing/Collection Issues | Complaint Details Unavailable
5/27/2013 Problems with Product/Service | Complaint Details Unavailable
5/27/2013 Problems with Product/Service | Complaint Details Unavailable
5/24/2013 Problems with Product/Service | Complaint Details Unavailable
5/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had Verizon internet service (account # **********) for a month in 2012 and never was sent a bill, email or phone call regarding any remaining charges after the account was closed and thought it was paid in full. 6 months later I noticed an amount due on my credit report. The customer service representative was rude, condescending and dismissive of removing negative information from my credit report, even though I paid it, even though I am not sure of the legitimacy of the charge or amount, because I never received a bill. When I mentioned that I was a Verizon wireless customer; he said he didn't care because it was a different company. I will never use Verizon again for Internet service again (and will probably switch cell phone providers); they are negligent in their billing and collection procedures, and can't even fulfill a simple request on a credit report, when they never sent out bills to me and sent it straight to a collection agency. A horrible experience.

Desired Settlement: Removal from credit reports.

Business Response:

The customer was contacted and it was explained that bills were rendered correctly and mailed to him 9/**/12, 10/**/12, 11/**/12, 12/**/12 and 1/**/13 in which he made no payments until 4**/13. It was explained that all bills had been sent to his New York address as Verizon was not given any other address when he terminated the service nor was there subsequent contact with Verizon to provide a new address or request duplicate bills.  The customer was advised that he paid late and this payment was reported as paid collection and we cannot remove it from his credit report. Duplicate bills were mailed at the customer’s request. 

Business Response:

Verizon again sustains its position. The customer was contacted and it was explained that bills were rendered correctly and mailed to him 9/**/12, 10/**/12, 11/**/12, 12/**/12 and 1/**/13 in which he made no payments until 4/*/13. It was explained that all bills had been sent to his New York address as Verizon was not given any other address when he terminated the service nor was there subsequent contact with Verizon to provide a new address or request duplicate bills.  The customer was advised that he paid late and this payment was reported as paid collection and we cannot remove it from his credit report. Duplicate bills have been mailed at the customer’s request on multiple occasions. 

Consumer Response: Better Business Bureau:

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

 

Verizon was negligent in its billing practices and still refuses to send me a bill to analyze the alleged services.[Your Answer Here]

 

 

 

 

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


Sincerely,

**** *******




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I used the Verizon chat function with a representative to look at options to upgrade my internet/TV/phone bundle from Verizon's FIOS offering. I was no longer under contract and happy with the service, but looking to see if there were any specials on offer that would improve my service for signing up to a 2 year contract again. The sales rep on "Chat" walked me through an online upgrade process. What I was told I was buying was the same package, with an upgraded internet speed and a $10 a month lower price for the 2 year commitment. What I got was a diminished package of TV stations, which was the only reason for the lower price. I would not have signed up for the package if I knew that I was giving up the stations.

Desired Settlement: If Verizon can't honor the deal that I was sold, just return me to my previous state, with the previous package, the previous price and no contract.

Business Response:

Our investigation determined on 4/*/13 Extreme video package replaced with Prime HD Plan which resulted in access to fewer choices for video.

 

We left multiple messages for customer to call billing specialist directly to discuss options. We also sent a letter to customer providing billing specialist’s name and direct number for customer to call. 

Business Response:

On 5/*/13, billing specialist spoke with customer to review the changes made in the service. We reviewed current package subscribed to has fewer TV channels but a higher internet speed. We explained with an upgrade to HD Extreme the monthly rate would be higher. We offered to put customer back to original services for the same rate with the lower internet speed. The customer decided to leave services as is.  

Consumer Response: ****** ******** ******:

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

 

[Your Answer Here]

 The business offered to put me back to what I had, with the exception of adding a two year commitment to my contract, so it was not what really what I had just put me back to the price and service level that I had.  I chose to keep the new two year commitment and the higher speed internet, but lower tv selection.  I am dissatisfied with the resolution, but will live with it.

 

 

 

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


Sincerely,

***** ********* 




 

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

5/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved in January 2013, for which I had Verizon at my previous residence. I was not very happy with their services while at that address and had many issues with their billing and servicing of my account. Upon moving, a Verizon rep sold me a "better" package for a similar price to retain myself as a client. As soon as they came and installed service (of which I had to take a day off of work losing $200+ for the day), their service did not work correctly. None of the channels they promised me were there, and I had several outages meaning I would turn on my cable or internet and it would not work. Calling their "800 number" just leaves you on hold for hours on end cumulatively. Subsequently I replaced my coverage in February and advised them accordingly. They continued to bill me for months, and I am currently receiving bills from them for services I did not receive or request. Their billing statement attached is not itemized for previous months, and requesting any information from them goes unanswered.

Desired Settlement: The attached bill has a balance of $350.57??? where do they get this from. I want nothing to do with this company, and want their erroneous balance rescinded to $0. If they are willing to do so, I will not sue them in court for this amount plus attorney fees. I would actually prefer to sue them (class action perhaps?), but will give them the opportunity to correct their erroneous ways out of the goodness of my heart. I await their response.

Business Response:

We were not able to reach customer by phone to review bills and discuss his concerns.

We sent letter to customer providing billing specialist’s name and direct number asking he please contact us to discuss.

We look forward to customer’s call.

Consumer Response: Better Business Bureau:

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

 

Verizon can reply to me in writing, which it seems they try not to do by any means possible.  I'm not available to speak with them on the phone which seems to always be a waste of time.  They need to provide ITEMIZED billings if any.  Also, they have not picked up their equipment (cable boxes, etc.) for which I will need to charge them storage fees for the past 3 months.  If they want their equipment, they will have to come get it; otherwise I will have no choice but to throw it in the garbage.  I am not a storage facility.

Again, I must stress that their billings (which are never itemized) are incorrect and their servicing is horrendous.  Any erroneous billings to me should be rescinded with a $0 balance.  It is their choice if they want to pick up their equipment or not.

Thank you.

- ****** *****.

 

 

 

 

 

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


Sincerely,

****** *****




 

Business Response:

Customer requested response in writing.

On 5/*/13, we sent letter with duplicate copies of 7 months of bills (November 2012 to April 2013) to customer to sustain outstanding charges. The letter also informs customer to contact us to make arrangements for the equipment to be picked up. The account is noted so anyone he reaches will be familiar with the situation and arrange pick up of equipment. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am filing a complaint against verizon as they are bundled with directtv and for the past three bills I have repeatedly spoken with both verizon and direct tv about charges and services that I have cancelled that continue to be billed to me. Since Verizon is the biller, they have a duty and a responsibility to correct this issue. I told them I am not paying any bills going forward until this issue is resolved. i continue to be billed for the past three billing cycles for Directv extra classic, when in fact it was cancelled and I haven't received those channels in three months.

Desired Settlement: I need my previous and current bills corrected.

Business Response:

Customer’s is actually with DTV. Billing *** ****’s for a choice extra plan after customer requested to downgrade to a basic plan. DTV continues to bill the customer at a higher plan. Customer now understands that this is a DTV issue. *** ****’s accepted Verizon’s offer to bundle her services that was billed separately Voice $24.99, Dsl $34.99 totaling $59.98. Bundling would bring her price to $50.00 combined plus tax and DTV. 

Consumer Response: Better Business Bureau:

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

Sincerely,

******** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/21/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Phone was to be fixed today, was working for 1 hour and then went down, when asked the repair man he said im sorry nothing i can do, this block has a problem, please have this fixed ASAP we need the phones for the little kids at home Thank you for your help

Desired Settlement: To have it fixed today we need the phones

Business Response: Verizon confirmed with *** ****** confirmed service is working as of 05/**/13. 

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/21/2013 Problems with Product/Service | Complaint Details Unavailable
5/21/2013 Problems with Product/Service | Complaint Details Unavailable
5/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Made a plan with company to come set up internet twice at my home. Both times they failed to come. They could not get the information told by their customer service representatives. Rude representatives. Decided to Cancel

Desired Settlement: They are giving me a full refund of the product and are paying for the shipment.

Business Response: Good Afternoon

Verizon Wireless is in receipt of your complaint, although we do not come out to set up internet services in customer home location. Therefore it appears that your concerns are intended for Verizon Communications. Pleasse redirect this complaint to the proper company.

Thank you

Consumer Response: Better Business Bureau:

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

Verizon Wireless has now sent a bill to my house for the services that I did not take part it ( wireless internet) and they did not provide (set up of product, appropriate customer service, delivery of product). I WILL NOT BE PAYING THIS BILL AND HAVE E-MAIL EVIDENCE THAT MY ACCOUNT WAS CLOSED WITH THIS COMPANY. Further it is clear with the bill being sent to my address that my complaints through the better business bureau were not taking seriously and that nothing is being done to reconcile this matter.  It seems from their e-mail through bbb that they are trying to get in touch with me. I can be reached at **********, or by e-mail at ************************ for further discussion with this matter, I have no evidence of them trying to reach me. 

 

 

 

 

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


Sincerely,

**** *******




 

Consumer Response: Better Business Bureau:

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

My phone number is ********** OR ****** **** OR **********. I also prefer to communicate via email so I may have record of our conversation and highly encourage Verizon to reach out to me this way, at ************************. All of these lines are working lines and go straight through to me, my e-mail is the fastest and most direct way to get in touch with me. if I do not receive an email or a phone call via these numbers, (which can be tested by the BBB that they all go through to me and that my line is NOT disconnected) BBB can infer that Verizon is not trying to get through to me, which leads to yet another fault in their customer service practices.

 

 

 

 

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


Sincerely,

**** *******




 

Business Response:

Per custoemr service several messages were left advising customer call back in 24 hrs. Called ** ******* to 05/**/13 at 9:45 no answer left message. Mailed call me letter on May ***. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/18/2013 Delivery Issues | Complaint Details Unavailable
5/17/2013 Delivery Issues | Complaint Details Unavailable
5/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: About 6 months after I closed my verizon account I was going through a refinancing and noticed my credit score dropped dramatically. Verizon had gone to a collection agency to collect funds I never knew I owed and they never billed me for. After working with them for several months they issued a credit to my account and removed the negative information from my credit score after admitting it was their mistake. I then received a check in the mail from Verizon saying I had a credit balance. The check was followed by a letter from another collection agency telling me I owed them money. I paid the collection agency hoping to be done with it only to receive another check in the mail from Verizon followed by a letter from another collection agency several weeks later. This has been going on for over 2 years now and every time I call they tell me it is straightened out. The next step is suing them in small claims court as this issue caused me to lose a refinance opportunity, destroyed my credit (which is still not back where it once was) and take up countless hours of my time.

Desired Settlement: My desired outcome it to never receive another letter, bill, or advertisement from Verizon. I do plan to take them to small claims court because of the amount of problems this has cause myself and my family.

Business Response:

The customer was contacted and it was explained that Verizon incorrectly issued a refund in the amount of $85.00 per check # ******* on 10/**/2012 that was cashed on 2/**/2013 and again on 3/**/2013 per check #******* that was cashed on 4/*/2013. An apology was rendered for the error and the customer stated he would make the payment but he was not all satisfied with the outcome. 

Business Response:

Verizon has adjusted this account to a zero balance. It has been recalled from Collection and a paid in full letter will be mailed to the customer in 7 – 10 business days. 

Consumer Response:

Better Business Bureau:

If I receive this letter and no more issues occur with this account going forward then I will consider this resolved.  Since this issue has been going on for over 2 years I still am concerned that problems will exist down the road.    

Sincerely,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/16/2013 Problems with Product/Service | Complaint Details Unavailable
5/16/2013 Billing/Collection Issues
5/15/2013 Problems with Product/Service | Complaint Details Unavailable
5/15/2013 Problems with Product/Service | Complaint Details Unavailable
5/15/2013 Billing/Collection Issues | Complaint Details Unavailable
5/15/2013 Billing/Collection Issues | Complaint Details Unavailable
5/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Verizon has been illegally billing me for services that I didn't request April 2012 to current date May 2013. The issued credits for wrongfully charges. Now they decieded that I should pay back credits issued to me by their agents. They decieded they should not have been credited. I was wrongfully charged.

Desired Settlement: none they keep apologizing then billing me

Business Response:

We confirmed Home Monitoring Service discontinued.  

 

We spoke with customer to apologize for problems and issued full credit for the service.  

 

Customer is now satisfied.  

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2013 Problems with Product/Service | Complaint Details Unavailable
5/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Several weeks ago I discovered that I had been paying for a game/video package on my internet service. I called the company and tried to speak to a supervisor. I was told that ALL of them were out that day but a message would be left. A week later I received a call from a *** ****** who left a message that he would call back the following Tuesday as I was not home at the time. He never called back. This time when I called and tried to reach the same man I was told that they couldn't possibly find someone IN THEIR OWN COMPANY BECAUSE IT WAS SO FAR AWAY! I tried again to reach a supervisor, left another message and still no one has called. I started off just trying to get them to refund what I had been paying for services I didn't know I had for months. Yes, I should have caught the error earlier but as my bill is five pages long I failed to do so. I'm 64 years old and not interested in computer games in the first place. The fact that they refuse to call me back or speak to a supervisor galls me. I've spent too much time dealing with this problem as it is.

Desired Settlement: I want these charges credited back to my account and I want better access for all consumers when dealing with problems with Verizon.

Business Response: The case was sent to the billing team.
On 5/*, specialist *** ** ******* spoke with the customer.
She apologized for her not being able to speak to supervisor when requested.
*** ******* issued a one-time issued a one-time adjustment for $50.00 on her account as a goodwill gesture.
The customer is satisfied.                                                                                                                                                                 

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/12/2013 Problems with Product/Service | Complaint Details Unavailable
5/11/2013 Problems with Product/Service | Complaint Details Unavailable
5/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for service through Verizon sometime last week, and the earliest "start date" for my service was Friday the ****. My service has not worked ONE time since then, and when I requested repair to the phone and DSL so it would work, they gave me a repair date ANOTHER week away. I am an ONLINE college student, and it is the FINAL WEEK OF CLASSES THIS WEEK, with a project due SUNDAY. I signed up for Verizon because it had a quicker installation date than Time Warner, but now it's farther away. I called to complain and they just say "YOu have a repair for the ****..." "Don't worry, someone will be there the ****". THAT IS NOT WHAT I WANT. I need repair sooner, I need my internet access for not only college, but also completing overtime work from home. I also AM NOT paying a bill for the week that I have not had service.

Desired Settlement: I want my repair completed immediately, as well as a credit for the week of service I HAVE NOT HAD.

Business Response:

The customer’s complaint was referred to a repair manager who confirmed that voice and DSL services were working. One week out of service credit was given for trouble with both voice and DSL in the amount of $19.13.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: April **, 2013 Re: Acct #******************. To Whom It May Concern: My name is ********* ******, I reside at * ****** ******* ********** ** *****. I received one of verizon advertisments in the mail, I called to get the deal. I was getting $89.99 bundle(see attached order confirmation #*************). A few days later I decided that what I had with *********** wasn't worth changing for verizon $89.99 bundle, because I would have be paying verizon the same for less products. I called verizon sales again to cancel, a rep explained that she would give me a $94.44 bundle deal with products and promotions and I would get and my bill would be approx. $126. a month for 24 months and $132 for the next 24 months guaranteed if I switched over from ***********(see attached order confirmation) and a prorated bill for $156 because verizon bills a month ahead. I only switched from *********** due to the fact the verizon sales rep had me to believe that I was suppose to get certain products and promotions at these prices guaranteed. On 4/**/13, I get a bill $256 and this is supposedly be a prorated bill. On 4/**/13 at 6:30pm I call verizon about this bill and spoke to a female rep. she said she see the notes and that it said i would pay approx $126 a month but that I'm getting a good deal now and the only thing she could do is give me a good customer discount of $15 for 12 months. I wouldn't accept that and asked for her supervisor she said her supervisor couldn't do much more than she could and she could connect me to someone in retention. When I finally get connect to retention, ***** answers the phone as I start explaining he hangs up the phone and don't call back. I call back and I get ******* and he says he can give me $20 value customer discount for 12 months, I refused the offer and asked to speak to his supervisor. He said what do I need to to that for? I said, I want what was offered, it's was the only reason I left ***********. He also said his supervisor couldn't do much more for me. I said connect me to someone who could or retention like the other girl was going to. He said Its going to take a while because he has to tell them whats going on and then he would connect me. When he finally came back he said retention center was closed. I would like someone to investigate this matter, get back to me and give me the products, promotions and prices I was guaranteed. I was guaranteed certain products and promotions to switch to verizon, in which I did and now I'm getting the run around, I'm not getting what I was guaranteed by verizon and being overcharge at a totally higher rate than I was told by the sales rep. And nobody at verizon knows anything all of a sudden, this must be corrected. Someone needs to deal with the customer/sales reps to make sure things like this stop happening, times are hard and people can't just give away their money any kind of way.

Desired Settlement: I want verizon to give me the products and promotion that was guaranteed to me, when i switched from cablevision to verizon.

Business Response:

Verizon customer service have been unsuccessful in there attempts to reach you by telephone. 

 

We understand that you referring to your bill with Verizon Products and Promotions.    If you have further questions regarding your account we  need some additional information from you so that we can fully assist you. A call me letter was mailed to you on 04/**/13 regarding this issue.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/10/2013 Problems with Product/Service | Complaint Details Unavailable
5/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: cutomers servcie and contract my name is ****** ***** and had opened a verizon fios account on ** march 2012 and was not in any contract as representative stated at that time ,I was also given discounts seeing that I had now become a member and when the year finished the price went up so i decided to call verizon and tell them what are my option and ****** was very rude telling me his advice to me ,I dont need advice because i pay my bill every month .He then goes to tell me that you are in a 2 year contract and that made me more upset of which I did not know .He was very rude to me of which I thought ,I told him then as a consumer ,i will file a complaint of which he then tell me that verizon has on tapes me saying yes to the 2 years contract of which I told him by all means let them hear it.I honestly did not take a contract and I shouldnt be forced to stay in something i did not sign up for .

Desired Settlement: no contract as stated when open account

Business Response: Per Verizon records on 4/**/13 has $20 credit for 12 months.  Feb 2013 bill & prior package $79.99. Advised that the recent package will show $99.99 and a $20 value customer  credit under promotion section of the bill. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/10/2013 Billing/Collection Issues | Complaint Details Unavailable
5/9/2013 Billing/Collection Issues | Complaint Details Unavailable
5/9/2013 Problems with Product/Service | Complaint Details Unavailable
5/9/2013 Problems with Product/Service | Complaint Details Unavailable
5/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our family moved from Long Island, NY to upstate NY in August of 2011. We transferred our account and continued our Verizon Service. Verizon opened an additional account (spelling our last name incorrectly)and continued to bill us for extra costs that we didn't incur. They are claiming now that it was for Internet security protection that we didn't cancel. My first collection bill was received in 5/2012, even though we had service with them and were not past due in our main account. I repeatedly was told that the situation had been resolved, over a year and a half period, and then a new charge would surface. I have been forced to deal with 3 collections agencies, numerous appeals, and endless time and calls. I finally thought I had it resolved in November 2012, only to receive another notice from a new collection agency 60 days later. It has resulted in a considerable amount of time and calls to attempt to resolve it, as well as a negative report on my credit report. It has lowered my credit score and after trying my best to resolve it on my own has left me with no additional options. I call Verizon and they refer me back to the most recent collection agency and I end up in a perpetual loop.It is very disheartening that a company this size is allowed to ignore and be non-responsive to these items, resulting in anguish and financial impact on the consumer. This has caused a significant amount of stress, investment of time spent, and impact on me financially (due to an impacted credit report).

Desired Settlement: PLEASE help me to resolve this item permanently, ensure I don't receive additional charges once resolved, and have it removed and corrected on my credit report. I feel that this is the only way to effectively resolve my complaint. Thank you. Verizon Acct Number - ****************, ** **** ********** ** CBE CS Number - ************ Convergent # - ********** IC System, Inc. - ************* Acct # ******************

Business Response: The customer states that she received a bill after cancelling service for Internet Security Protection and that was referred to Outside Collection Agency.  
Verizon reviewed this account and has issued credit to the account to bring it to a zero balance.  We have recalled this from the outside collection agencies and the account was not credit reported.  *** ****** will receive a paid in full letter in 7 to 10 business days confirming that this account is satisfied in full.  
Verizon apologizes for the inconvenience and frustration this matter has caused. 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Problems with Product/Service | Complaint Details Unavailable
5/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I don't know where to begin with my issues with my resdential Verizon Fios phone number ###-###-####. I have been trying to deal with several issues. 1. Imporperly set up on digital voice when it was never requested. 2. Long periods of no service whatsoever because of faulty equipment. 3. Unable to get a monthly invoice(I was switched to paper billing time and again without requesting it, also told that when they changed my billing and got a new account number my billing was cancelled, also told on another call that I must be "Stupid" because they VZ does not provide paper bills anymore. Some other exchanges with Verizon's billing and customer service I was told that I cannot speak to a supervisor because as customer all I could was talk to customer servcie rep that took my call.) I was promised more times than I can count that a "Excalation Spercialist " would call me back but after 8 such request I have not been contact my anyone since my original complait in October 20112. I forgot to mention all the times I paid for phantom movie charges for movies I never rented.

Desired Settlement: I would like an apology as well as adjustments on my bill. Verizon Fios has terrible customer service , billing and are just not consumer friendly. I have spent a combined 18 hours on the phone trying to get my issues resolved with out any resolutions.

Business Response:

The customer was contacted by a Verizon manager and his complaint pertaining to multiple provisioning errors and credits to his account were reviewed. A one-time courtesy credit was issued in the amount of $382.38. The customer stated that he is satisfied. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Problems with Product/Service | Complaint Details Unavailable
5/7/2013 Problems with Product/Service | Complaint Details Unavailable
5/6/2013 Problems with Product/Service | Complaint Details Unavailable
5/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint about Verizon because I have had a very difficult time with their customer service. I ordered Verizon High Speed Internet on March *, 2013. It was installed on March **, 2013 after three different attempts. The first attempt they told my roommate that the service man was coming at a certain time and that she needed to be home then. She left work and took a cab to be there as quickly as possible. She let Verizon know that she was on her way. When she got to the apartment they told her that the service man just left. So she spent $40 on a unnecessary cab ride. When they tried to install our internet again, they were unable to do so because they did not realize that they needed access to a gate at the church next to our building. Since the church was closed they could not get access to the box they needed. Then after my roommate and I coordinated with the church AND Verizon were they able to install the internet. That alone was a frustrating experience. Now that our internet is installed, the internet speed we have is unsatisfactory. It is .5-1.5. We didn't think that is what we signed up for and we want to upgrade to the 7.1-15 MBps. I do not know if we filled out the online forms incorrectly or if it was messed up on Verizon's end, but the fact of the matter is that we want it changed. What we thought we signed up for was extremely basic phone service and the 7.1-15 MBps internet access. Verizon says we signed up for a phone with long distance calling and only .5-1 MBps of data. I called Verizon to make a change. The first two times I called to have it changed I was hung up on. The last two times I called, I was told that while they understand what I want and would normally be able to change it, they are unable to at the moment because my order has not been processed in their system. I am frustrated as a customer because I have been sent an e-mail saying that my billing has been set up and that my internet order has been completed. Yet, I have been repeatedly told that their system says otherwise. Also, every time I call I go through a long automated system of questions so that I am directed to the correct individual, yet when someone answers they are unable to pull up my account information with basic things such as our order number or address. The only people who seem to be able to pull up my account information is Billings, yet they can't handle my problem so they send me back to technical support. When I try to login into my account on their webpage, I am told that my order has been completed, but when I got change my account settings, I am told that I "This will be available once your installation is complete." I do not understand how my internet could be set up over a week ago and they are telling me that it is not being shown as processed in their system. All I would like is to change my current plan. I have asked to speak to a manager several times via phone and via Facebook. Both times I have been told that I will have to wait 48 hours for someone to contact me. Why do I have to wait 48 hours? I would like to be able to speak to a manager immediately.

Desired Settlement: I would like for Verizon to rectify the issue. I also do not want to be charged for internet for the month of March, since I have barely had it at all this month.

Business Response: Verizon was unable to reach *** ****** regarding her DSL speed issue. A call me letter was mailed to *** ****** on 04/**/13. Verizon needs some additional information from *** ****** to fully assist. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Several days ago, I entered into a new term agreement with Verizon Fios for internet, tv and phone for an additional two years. I have been a customer of theirs since 2008. I went on-line today and discovered that they are offering a bundle deal for 89.99 for nearly the same plan that I renewed which is an additional 30.00 plus other fees for set top boxes. The internet ad also promises a $100 visa gift card with renewal. I am not getting this price and did not receive the gift card. I called them today and when I asked the representative about the difference in price, she said that she was not able to offer me the same deals as on the internet. I said that I didn't understand because I thought it was all the same company. She again stated she could not honor the internet pricing. I then asked to speak with a manager and was on hold for over 20 minutes. I then spoke to someone in the escalations department who reiterated what the woman told me. He stated he was unable to assist me because the internet and phone are two different systems. I was then redirected to another person named ***** who stated the same thing. He told me to call the disconnect department because they may have better deals. I feel I am getting the runaround. I am paying nearly $200.00 a month for nearly the same options as the 89.99 package (I have extreme channels vs. prime).

Desired Settlement: I would like someone to call me and offer me the same offer or something comparable to the offer that I saw when I signed into my email this morning.

Consumer Response: My first name is*****. 

Business Response:

Customer is not eligible for promotional rate advertised on internet as she is an existing customer. There are other options available to reduce monthly rate.  

 

We were not able to speak with customer directly. We did make multiple attempts.  

 

On 4/**/13, we sent a letter asking customer to call us to discuss.  

We provided the customer with billing specialist’s name and direct number.  

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2013 Billing/Collection Issues | Complaint Details Unavailable
5/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contact the BBB previously about issues with Verizon and DirecTV. June 2012 Verizon suggested that I switch services over to FIOS, which I did. The nightmare continues. I have constantly been on phone trying to straighten out the DSL account which has been inactive. On 6/**/12 I sent in 341.31 which was supposed to cover penalties, etc for switching services. Today I called a company CBE which is a collection agency that DirecTV has sent after me because Verizon took 116.33 from them and I made a payment to DirecTV to cover penalties charged to me because of the service switch, I made payment to them on 8/*/12 of 122.65 and this should have been the end of it all. Now DirecTV has CBE after me, my credit report obviously has now been severely screwed because of the Verizon shenanigans. As of this morning I received the following email at 10:20 am from Verizon. *** *****, This email is to advise you that acct# .****** which was previous dsl acct# was terminated & credits were issued in the amount of $219.94 due to the error. We apologize for any inconvenience. If you have any further questions regarding this matter feel free to leave me a voicemail. Thank you. *** *******This afternoon at 12:30PM today February **, 2013 I get the following email! Dear My Verizon customer, You can now view your current bill at MyVerizon.com. Statement SnapshotLast 4 digits of your telephone/account number: **** Total Amount Due: $196.36 Payment Due Date: March **, 2013 So Verizon obviously still has not gotten their act together, I have CBE attempting to collect funds from me because Verizon stole money from DirecTV and myself! I have no idea what they are doing but the consumer must have something that we can do. I am sure that I am not the only person on this planet going through this hell. I have requested Verizon send me itemized information about my payments and exactly what they were for. Please give me some real direction, I have had it, Enough is Enough! Product_Or_Service: Verizon Internet, Phone and TV services

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want both Verizon and DirecTV to go away! I do not owe anything other than my monthly payment for FIOS, Internet, Phone and TV. Those services are sort of working at this time except for my Internet which Verizon stopped my internet protection, which I pay for each month. If I need to sue I would like a lawyer who will get both and not cost me anything out of pocket! It is obvious that Verizon markets products which they cannot provide or supp

Business Response:

Verizon contacted DirecTV requesting validation of the billing to this customer. On 3/**/13, a Verizon manager spoke with the customer and explained to her that the DirecTV charges in collections for $116.33 are valid. The manager went into detail about the difference of billing cycles with Verizon and DirecTV and reviewed the dates of service covered on the last combined statement in addition to the adjustments and where they are reflected on her previous bills. The customer then began using profanity and stated that her bill was never correct and no one could get it right. The customer added that the manager was "useless" and disconnected the call. All charges are sustained. 

Consumer Response: Better Business Bureau:

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

 

This company still cannot get their act together, this morning once again I am getting bills from an account which has been closed at least 4 times previously and paid up. The below snapshot was received again, this morning!!! What should I do now! I consider this harrasement, I am paying my bills! And VERIZON is screwing up my credit even more than it has been!!!!!

 

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


Sincerely,

******** *****




 

Business Response:

Verizon has mailed a closing letter to this customer advising the final bill, dated March **, 2013, reflected a credit balance in the amount of $268.68 that will be refunded on or about May **, 2013. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2013 Billing/Collection Issues | Complaint Details Unavailable
5/2/2013 Problems with Product/Service | Complaint Details Unavailable
5/2/2013 Billing/Collection Issues | Complaint Details Unavailable
5/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: verizon sent me a new box, when i plug it in it does not show programming. it asks for a parental pin, which i never set up. i tired to call the 800 number listed. estimated wait time was less than 10 mins. however, even after one hr, noone picked up the phone.

Desired Settlement: i would like a compensation for one hr spend on the phone and also credit for the amount of time the box didn't work and fix the issue.

Business Response: On 3/**, a Verizon FSC supervisor verified, the customer called in on 3/**. The ticket was created at 9:47pm. We activated his stb and issue was resolved.

Consumer Response: Better Business Bureau:

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

 

I dont see any new info on this. only from 3/**.  which does not address the issue.  again. the issue was regarding poor support practice not the lack of.

 

 

 

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


Sincerely,

**** ******




 

Business Response: On 4/**/13, Veri's position remains the same. We apologize for any inconvenience previously experienced with our service.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/30/2013 Billing/Collection Issues | Complaint Details Unavailable
4/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for month-to-month television services. My first bill, received shortly after signing up (April ***) and installation, indicated yearly / biyearly contract discounts. I reported the problem in a phone call to two different agents / managers on April ***. After over an hour on the phone, the two agents could not confirm that I was on a month to month contract that would incur no extra fees for a cancellation. This is all I requested. I asked to cancel the service if they could not provide me a writing indicating that I was on a month-to-month contract. They refused I was told by these two agents of the principal corporation that I would receive a writing indicating that I was on a month-to-month contract within a week of the abovementioned phone conversation. I followed that conversation with a letter sent April *** 2013 indicating my problem to the corporation and received no response as of April **** 2013.

Desired Settlement: Simply put - I want to end my service a month from today (May **** 2013) and incur no further charges beyond the 80$ a month of which offer Verizon Fios original induced my manifestation to be bound in contract. Other than that, Verizon engaged in a material misrepresentation of which I never intended to be bound upon - I was never willing to be bound upon anything beyond a month to month service contract and refuse to be charged for anything beyond the service (i.e. installation, repair, consequential charges, etc.) The company was misleading and, as mentioned above, I am not satisfied with the customer service to date. As there is a 30 day cancellation policy in place and I ordered this product on March ****, I would settle (compromise) for an immediate discontinuation with no further charges incurred by the corporation. As my only recourse is to rely on the Better Business Bureau for this concession, I would likely need to hear from the corporation by the end of the business week. I attempted to reach this corporation online, by snail mail, and by phone to no avail. This is unacceptable.

Business Response:

The customer was contacted and advised that he is not in a contract for FIOS Video as stated on the original email pertaining to his order as well as per the representative he spoke with on 4/*/13. The customer stated that he wanted to terminate the service effective 5/**/13 and order # ************* was issued. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that, although misleading in that the facts asserted (that I was told twice I was not in contract) are not in accord with what actually happened, this resolution is satisfactory to me.  This matter is yet to be resolved because, as one thing was said initially and another was done after the fact, I am not sure that Verizon will keep their end of the bargain (end service on 5/**/2013 and not charge me in excess of, simply, the fees for service.)

I want to inform the BBB of the actual phone call. I was told constantly that one thing happened when it did not. I was told that I could not receive any sort of confirmation or writing indicating what type of service plan I was on and that all "annual and bi-annual savings" were simply coincidental. On my initial phone call, that of April ***, I was told that I my service plan would be changed. Now I am told that no change has taken place and I was never on a contract.

I want to thank BBB because this is the only indication that I will be able to cancel the service on a month to month basis without incurring tremendous fees for "early" cancellation of year or two year contracts. As I can imagine I am not unique in this sense, I would gladly explain in greater detail how Verizon ever so callously attempted to bind me into a yearly contract. Even after explaining this to the person I spoke to, she simply 'yessed me to death' and kept apologizing. She said she was unable to send me an e-mail confirming that I was not in a year contract and they keep referring to the bill that originally prompted me to call them (by the absence of anything indicating that I was not in a year contract or two year contract, albeit receiving discounts indicating such, Verizon thought it would suffice to notify the consumer with such a bill to indicate month to month service.) To date, the only thing received that will protect me is the complaint response received through the BBB.

Regardless of the resolve, I think this is indicative of the type of business organization Verizon is. I am offended in the manner I was treated. I spent many hours trying to resolve this before going to the BBB. The customer service department was unruly and treated me as an infant and with an utter lack of respect. I want to thank the BBB for handling this matter and helping the consumer deal with such corporations.

Very truly yours,

**** ****** 

*** *** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/29/2013 Billing/Collection Issues | Complaint Details Unavailable
4/29/2013 Problems with Product/Service | Complaint Details Unavailable
4/27/2013 Advertising/Sales Issues | Complaint Details Unavailable
4/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First, I am not entirely sure if I am directing my complaint to the right place, given there are so many Verizon entities listed on this site. But I will put all the information down in the hope that this will be put in the right hands. Account Number: ********** I am writing to complain about the break-down in service for my Verizon Fios cable and the extremely poor customer service to resolve this issue. In short, I was out of service for about 2 weeks and spent upwards of 6 hours on the phone with several different, some incredibly rude, Verizon personnel in trying to get it fixed. The customer service was inconsistent, uninformed and unhelpful, misleading, and often times incredibly rude. I spoke to many people on this unpleasant experience, here is the selection of the highlights: ****** - 1.5 hours on the phone trying different trouble shooting, but to no avail, gave me a ticket number **********, said it would be fixed in 24 hours by Verizon, but it was not so I called 2.5 days later Woman (didn't catch her name) - 1.5 hours on the phone, she was actually very helpful, the ticket number given by ****** was in fact not attached to my account number so it went no where. She was eventually able to fix my problem *******: Woman's supervisor, eventually transferred me to billing to get a credit on my account statement *** **** - in Billing Department, incredibly rude, could only credit me $23 due to some nonsensical formula, refused to transfer me to a supervisor or share contact information of any supervisor, directed me to Verizon.com customer service, then angrily transferred me to another department, after 25 minutes on hold I was sent to the repairs hotline in Spanish. **** ****** - Spanish repairs hotline, very nice, but unable to help because Verizon still hadn't set up my account information for him to document a complaint, he transferred me back to the Billing department ******* - Employee ID ******** - credited another $20 back to my account, admitted *** didn't credit the right amount, tried to transfer me to a supervisor *** ******* so I could escalate the issue, but after 15 minutes on hold Verizon dropped the line and has yet to call me back. I'm frustrated with the service, angry about the way I was treated both by individual customer service representatives and the terrible overall setup of Verizon. I've been a customer for nearly 5 years and always pay my bills on time. I was appalled by how poorly I was treated.

Desired Settlement: I lost service for 2+ weeks and spent more than 6 hours on the phone trying to resolve it. I feel I should be compensated for the lost service, time spent resolving a problem which was entirely Verizon's fault, and was treated poorly all the while. I should think that at least 6 months worth of credit seems like a reasonable compensation for the experience.

Business Response:

Apologized for bad experience and issued a courtesy adjustment of $56.83 including tax. 

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had Verizon Fios Installed In my home on 11/2010, I had called Verizon Fios to upgrade my Internet speed on 2/**/2013, I was then transferred to a separate department stating they are unable to give me an upgrade because of an outstanding account In my name from 2009 and 2005, which equals more than $900 between both, and restricted my account. repeated calls to Fios I was able to get some Information, first off the account I've been accused of having Is in a different town with different address second phone numbers did not match and third ss# did not match as well, the only thing was that other account belonged to a person with the same name as me. so apparently they want me to pay for this other guys service, listen I'm a nice guy but really forcing me to pay someone elses bill because of similar names. Ive been living In my current address since 2001 when I bought the house and presently still In that home, The department In verizons account verification unit Is making me nuts with supplying utility bills from 2005 and 2009 and when i actually found some documents the claim oh sorry It has to be In 7/2009 and 1/2005 gave them homeowners insurance declaration "no good" bank statements "no good" alarm installation decleration they are not accepting anything I give them Please help. Product_Or_Service: Verizon Fios Account_Number: ******************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like verizon Fios to accept the proof they already have such as different ss#'s differentiating the accounts as well as different phone numbers differentiating the account and different addresses differentiating the account. The proof they need Is right In front of them and they are trying to extort money from me just because of someone has a similar name as I do and lift all restrictions off my account and repair any false credit repor

Business Response: On 3/**, a Verizon business office supervisor spoke with this customer and discussed the acceptable forms of proof of residency (Por). Customer stated that he was upset by the process and did not want to have to pay for his 2005 w2, because he said that he didnt think that we would accept anything else that he sent in. He was assured that we absolutly do accept w2's and as soon as we receieved that por we would be able to close his case. Customer stated he would be sending them in. We confirmed he has our contact info. Documents needed: POR 1/2005 & 7/2009. We have not received any additional documents to date. Our supervisor  left a message for this customer to call in regarding case ******. Case is noted on how to assist customer to proceed.

Consumer Response: Better Business Bureau:

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



I had sent them A transcript Of my 2009 w2 from the IRS and there response was It Is not acceptible, along with that I sent In my cable provider bill for july of 2009 and they would not accept that either, now they say yes Its In july 2009 But doesnt fall on the exact day "are you kidding me"  well Ive just about had It with this nonsense I guess no one can help me with this situation,  soo the only thing left to do Is to leave verizon fios and return to my old cable provider,  Ill be damned If Im going to give verizon any more of my money and get treated In this manner.  thank god I didnt spring for the w2's from 2005 for $57 dollars they would not accept that either.  the representitive from verizon ** ********* said a w2 transcript is not an acceptable proof of residence,  Wow Its from the IRS has my full name, Address, and social security number.  The IRS representitive said that was more than sufficient documentation and further stated some banks would rather the w2 transcripts for a mortgage..  Well I tried.  thats all I can do. Its funny how A different address, SS# and telephone used to open said account and the date they ported over my phone number to start verizon service Is not evidence enough. I do believe verizon should get paid for services rendered but I am clearly not the person they are searching for, I hoped to get this ressolved but now they wont have my $200 a month so I guess they lose, Ill still be watching television and on the internet and on the phone It just wont be from there services the only thing Is they lost a very loyal customer.  

 

 

 

 

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


Sincerely,   ******* ****** *****

******* ****** *****




 

Business Response: Verion's position remains the same.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/26/2013 Problems with Product/Service | Complaint Details Unavailable
4/25/2013 Problems with Product/Service | Complaint Details Unavailable
4/25/2013 Problems with Product/Service | Complaint Details Unavailable
4/24/2013 Problems with Product/Service | Complaint Details Unavailable
4/24/2013 Problems with Product/Service | Complaint Details Unavailable
4/24/2013 Billing/Collection Issues | Complaint Details Unavailable
4/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Verizon Fios comes with extreme hidden costs. I was told that my istallation was free, however they charged me for two outlet instals ($55 each) and internet activation fee ($40)... $150 total. Not to mention, they break the fees up into 3 billing cycles to BURY the costs. On top of it, my apartment was already prewired for service. After reading the Verizon forums, I noticed that many people have had this same issue.I called to resolve the issue and customer service was far from helpful - they have to call the service worker who was here over a month ago and confirm the job. I don't have a reference number to refer to when I call back and confirm that they contacted the service worker, etc.Beware of hidden costs! This is an ongoing issue with them - they are taking advtange of customers! Product_Or_Service: Internet and TV Account_Number: ** **** ********** *

Desired Settlement: DesiredSettlementID: Refund I want to be refunded for the payment I made (I ignorantly missed this on my last statement) of $49.99 and not be charged for the remaining two --- these are HIDDEN COSTS broken up and BURIED across three months. Shame on them.... but I am the fool here :(

Business Response:

A Verizon manager contacted the customer who stated that she was never told about installation or activation charges at the time she placed her order. The manager agreed to adjust the charges. A total credit adjustment for the first 2 installments billed was issued in the amount of $110.36. The manager has a follow up to credit adjust the 3rd installment charge of $39.61 on 3rd bill. The customer has his name and number for any further questions or concerns.

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ****** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/22/2013 Billing/Collection Issues | Complaint Details Unavailable
4/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried to get Fios installed in my apt since Aug 2012 and for some reason I am one of the only units that it isnt available to. I have spoken with several sales persons who come to my door wanting to know why i havent signed up yet and i explain my story and they all promise they will work on it with their supervisor and NOT ONE OF THEM have every gotten back to me. When i call to follow up they say their supervisors are still trying to figure it out and will call me back. But when they don't and I call them instead, they send me to voicemail. I called the ***# on Jan *** and spoke with *** ***** who assured me she would call and get to the bottom of this-never heard back from her. Jan *** i spoke with ***** who was clueless as well but he decided to put me in contact with the engineer who works on my building. The next day i get a call from *** the engineer in CALIFORNIA (i live in NY) who explained he has nothing to do w/ NY but gave me my engineers #. I spoke with engineer *** * who did not provide much info and he was to call me back and never did nor did he return my calls. on Fri March **** I spoke with *** ***** in the NY ofc who was working on it w/supervisor b/c they can't figure out why other apt's in my building have Fios but it says my apt is only DSL available and they can't send out a crew to hooko me to Fios b/c the computer says its not available in my unit. She assured me that due to my history she would contact me on Monday to let me know they are working on it but its Tues night and no one has called back. I demand an answer as to why cust svc is terrible and i demand to have an explanation why i cannot get fios Please help me resolve this issueThank you.

Desired Settlement: I want a detailed and educated explanation for the delay and poor customer service. I would like my apartment to be set up for Fios and I would like to start using Fios just as my neighbors have since the end of the summer.

Business Response:

The BBB complaint was received 4/**/13. The customer was contacted and she advised that FIOS service was installed on 4/*/13 and it is working to her satisfaction. An apology was rendered for her inconvenience. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I will be sending a letter after a brief description. I had no Internet Service for nearly 3 months/November 5 to January 24. also no phone service for about 6 weeks. I was told I would receive a complete credit to pay 0$ FOR LACK OF SERVICE and when the service was restored would pay my nearly $90 phone bill as I normally would. The disputed amount was settled by a ******* *******. He determined the amount was $65.87, not $127. I was forced to pay for retrieving my computer and phone from lockdown/because the bill was not paid not accepting the total credit we determined to be owed us. Please insure that I merely pay the $65.87 and then pay my normal bill. I want the difference from my payment of $127 and the true amount $65.87. Around $62, returned to my checking account. I am 84 years old and had to deal with this problem for months. Do rectify the problem and grant me my wishes. I have religiously paid my bills for decades. I clearly see when I've been stiffed. Verizon is made up of a ***** ** ******. They should have agreed to my wishes graciously as I was a loyal customer, callously denied service for so long. Thank You, ***** ******

Desired Settlement: To no longer be charged exorbitant amounts for services I did not receive. I am not lying. I was denied Internet Service for nearly 3 months It was Hellish. $65.87 is the only amount I will pay.

Business Response:

A Verizon billing manager reviewed the account for prior out of service credits issued. It was determined that credits totaling $124.99 were missing and that credit was issued. The customer was advised of the new credits and she stated she was satisfied. 

Business Response:

This complaint was closed *******: A Verizon billing manager reviewed the account for prior out of service credits issued. It was determined that credits totaling $124.99 were missing and that credit was issued. The customer was advised of the new credits and she stated she was satisfied. 

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ******
We have decided to accept the credited amount, even though more was truly correct. Hopefully this will not happen again, and I can pay my bills as I always have, fully and timely.                                                                        Thank You, ***** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I signed up for Verizon FiOS service, I was offered a triple play promotion that included a $250 gift card, free installation and free activation. I received my first bill and was charged for activation for my services. I called to inquire about this charge and was told that no notes were made to my account to remove the activation charge and that I would not be receiving the gift card per the promotion. I spoke with multiple people, including ******* (employee # ****), who stated no notes were made; therefore, no changes could be made to my account. I am extremely upset about this because of the misrepresentations that were made over the phone and during installation. But for the promotion, I would not have signed up for FiOS service. I would like either a credit for the activation per the original agreement made between myself and Verizon. I would like either the $250 applied to my account or a gift card sent to me, and I would like a formal apology for the inconvenience and poor customer service I have received thus far.

Desired Settlement: I would like either a credit for the activation per the original agreement made between myself and Verizon. I would like either the $250 applied to my account or a gift card sent to me, and I would like a formal apology for the inconvenience and poor customer service I have received thus far.

Business Response:

The customer was contacted by a Verizon manager who confirmed that her account was credited $24.40 for incorrect billing. It was explained that she is due to receive the $250 gift card on or around 6/*/13. The customer was satisfied. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.  Verizon was very accommodating once this issue was brought to their attention.

Sincerely,

****** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/17/2013 Problems with Product/Service | Complaint Details Unavailable
4/17/2013 Problems with Product/Service | Complaint Details Unavailable
4/17/2013 Problems with Product/Service | Complaint Details Unavailable
4/16/2013 Billing/Collection Issues | Complaint Details Unavailable
4/16/2013 Problems with Product/Service | Complaint Details Unavailable
4/15/2013 Problems with Product/Service | Complaint Details Unavailable
4/12/2013 Problems with Product/Service | Complaint Details Unavailable
4/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My problem is I cancelled my Landline Phone on January **, 2012 and my DSL service the following day because I was told you can not do both on the same day. I paid Optimum $40.00 to port my telephone number to cable. I paid my telephone bill in full. They sent me a bill in February 2013 stating a negative (-$1.04) amount. They sent me a check from Verizon CRG/Verizon NY Treasury for $1.04 dated 02/**/2013. I still have it. I did not cash it. My account for both the landline and dsl was supposed to be cancelled since January **-**, 2013. I just received a bill for $6.52. What is this for when my account is closed and my number is now with Optimum. Please help me. Verizon is very crooked. I spoke with someone and that is why they sent me a $1.04 check after they took $17.61 from me. Please help me to make sure they completely close my account and never send me another bill. Thank you in advance for your assistance.

Desired Settlement: Please have Verizon Communications to close out the account for good this time. I do not owe them. They sent me a check for $1.04 which I still have in my possession.

Business Response:

Investigation determined customer subscribed to bundle package for voice/internet.  

The customer’s voice service ported to another provider on 1/**/13 which resulted in the account being split into two separate bills: one bill for the voice and another for the internet. The final account for the voice service resulted in a credit to the customer for the $1.04. The disputed charges were for the internet service.  

 

We contacted customer and informed we would credit the account for the internet charges in full.  

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2013 Problems with Product/Service | Complaint Details Unavailable
4/9/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Over the last three weeks The Eye-Bank for Sight Restoration has experienced unacceptable levels of service. These interruptions has prevented this non-profit from adequately performing its mission to help Donor Families and and Recipients. These recent interruptions are unrelated to Super Storm Sandy. The issues range from incorrect transfer of phone lines, poor installation, and interruption in service. The initial installation left our telecom room in a mess with looose wires everywhere. This was finally resolved last week. On 2/**/13 we enjoyed 12 lines until late afternoon where only 2 lines were active and the hunt group was deleted by the business office. Whenever verizon is schedule to work on our system i advise our clients to expect the company to be out of contact fr several hours as both data and voice will be broken. During the transition data was cutoff without notice. Our account number is ###-###-####. I expect to be double billed. This service is awful.

Desired Settlement: Also: delivery of order I would like to someone to review our level of service and get back to me to discuss a remedy. Ultimately we want competent level of service. and t make sure we are not being overcharged and an apology for our distress. Please contact ****** ******* (###-###-####) if I am not availble

Business Response:

The customer was contacted by a Verizon Enterprise Deliver escalation manager. It was explained that Verizon is converting facilities in her area to Fiber and that her T1 would be provisioned by fiber facilities. However, restoration efforts are ongoing pursuant to hurricane damage and her building is still not ready for Verizon to do the work. There is no Estimated Completion Date for the fiber since the building is not ready. In order for work to begin at a location, space and commercial power needs to be confirmed.  

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

There are two existing issues at out location. There is an ongoing T1 issue and there are the mutliple attempts to restore our voice lines. This was clearly identified in my email.

First the Verizon response. Three weeks ago, Verizon reps converted our copper lines to fiber. the assertion that our building does not have power is false. I do undertand that T1 is down due to a redesign of the central office at or near bowling green. This complaint is not about this issue.

 

The complaint is about the numerous attepts to restore our existinf service.

 

 

 

 

 

 

 

 

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


Sincerely,

***** ******* 




 

Business Response:

Investigation revealed that Verizon had dispatched and all referenced lines were working. A Verizon manager spoke with the customer who confirmed working service. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: *** in cancellation promised free first month service and $10 a month credit for 1 year on Jan **** at 10:28am. Not honored. Jan **** waiting for install. No one came in morning so tweeted. Noticed I had 2 texts with different install dates (jan ** and **) and email confirming install Jan ****. Tweeted verzion. Was constantly told tech coming and to wait. Finally told tech can't come. Was upset and asked for compensation else cancel install. Jan **** called to cancel install. Talked to *** in cancellation. At 10:28 he promised that if I went through with install he would give first month bill free and 10 extra off a month for 1 year. He said if any problems I had his information. I wrote myself email (hence know time etc). Today called to talk about service and was told to look at bill online. Noted no credits as promised. Rep spent 45 mins on phone saying she saw nothing about credits promised. Finally saw note from *** but said it didn't say what he told me. She told me she would transfer me to manager. Transfered me to a number than rang forever! Called back very angry. Spoke to ****** (supervisor). He said there was nothing about credits - just a note that I had spoken to rep about 1 month free. He said *** didn't put the information he provided me in the notes. As such, he was unable to honor it. I asked him to contact *** and he said he was unable to. He said he was able to put in a credit for $20 off a month for 1 year but wouldn't honor ***'s promised credits.

Desired Settlement: I would like what i was promised by ***. First month's bill credited! I don't think that it is right to be promised something even before service is installed and then not to go through with the promise after service is installed. its like a bait and switch. I would never have accepted service without his promised first month's bill credit and the additional monthly credit. I was worried that fios customer service was terrible and it appears I had a good reason not to trust them!

Business Response: On 2/**, a Verizon business office supervisor left word to call for this customer. On 2/**, a Verizon business office supervisor left word to call for this customer. On 2/**, there was no response back from this customer, so a call-me-letter was mailed.

Consumer Response: Better Business Bureau:

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

 

My previous complaint ******* was closed. I am sorry - I was unable to respond in time that the company didn't actually ever speak to me. They left a message - i called back - we have been playing telephone tag and my dispute wasn't resolved. I would like a credit on my account for 142.25 which is the first month bill. Per *** in the cancellation office, I was to be credited my first month's bill due to the horrible customer service I received during my first failed installation. I had called to cancel installation and his offer convinced me to go through with it. In addition to the first month's bill being waived, I was told that I would also get a credit of $10 per month for the first year. That too was never done. SInce then I did speak with another customer service manager (after failed attempts and hours on hold/telephone ringing with no answer) who gave me $20 off the bill for the first year but refused to honor the first month's bill free that *** promised and refused to try and get in touch with him to verify what he had promised me. When I made complaint *******, I received a voicemail from **** at **********. I called back and left a message on the voicemail (it had no name on it). I haven't heard back. Have called a couple of times more but no one picks up that phone and the voicemail has no name etc on it. I have no idea why they would close this complaint without actually speaking to me or crediting me the first month's bill. Additionally their phone is unprofessional! I have paid my next month's bill of 105.15 but have not paid the first month's bill as I am still waiting for their promised credit!

 
Sincerely,

***** ********




 

Business Response: The customer rejected the response and the case was sent back to the billing team.
 
On 3/**, billing specialist *** ** ******* spoke with the customer ******** who advised she spoke with "***" who told her that she could have $10 off a month plus the first bill for free. *** ******* apologized and advised that there are no notations on her account to indicate a free month. *** ******* explained that she is currently receiving a monthly discount of $20. The customer insisted that is not what she wants and still wants the first month for free.
 
Again, *** ******* explained that this is not a valid offer and we will not be providing this credit. The customer is not satisfied with this resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I converted my Verizon FIOS service to Internet only, I did not have a contract. I was told that I would get a discount for agreeing to a 2 year contract moving forward. I stated that I did not want a contract and would pay the extra $5.00 to go month-by-month. I recently switched to ******* ****** and canceled my Verizon FIOS service. When I cancelled I talked to an arrogant representative named ******** who told me that I had a 24 month contract and would owe a $142.50 termination fee. I told this rep that I did not agree to a contract when I changed to "Internet Only" and that I knew that they did not have any agreement from me to that affect. I asked for a manager. ******** told me that none were available and that they would call me back. They never did and charged me the termination fee on the next bill. Product_Or_Service: Internet Service Account_Number: Account # **********

Desired Settlement: DesiredSettlementID: Refund I deserve to have my $142.50 termination fee reimbursed as I did not agree to a 24 month contract when I changed my Verizon FIOS service to "Internet Only."

Consumer Response:

Better Business Bureau:

Verizon has reached out to me in reference to complaint ID *******, and they have committed to refunding the early termination fee in full.

Thank you very much for your help.  The BBB is a wonderful resource for consumers who have been treated unfairly by certain businesses.

Sincerely,

******* ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After being offered a bundle package of two phone lines (one (1) unlimited line and one (1) pay-per-usage line) along with DSL 7.0MBPS internet service for $59.99, Verizon continuously charged the regular non-bundled price for all of the services. I was in touch with several employees of Verizon (including supervisors), and on two different occasions (after long waits, phone calls, and emails), the Verizon employees agreed that we were over billed and the assured us that the problem had been corrected. Credits and corrections were made to our bills. However, after the second billing cycle following each correction, Verizon again charged us the regular non-bundled price for all the services. It is now my belief that Verizon is purposely engaging in improper billing practices with the hope that my business fails to notice the overcharge (as opposed to honoring the bundle - which is suposed to be locked in for 2 years). Verizon's phone and DSL service are generally good and I have no complaint about the service itself. This is a no-brainer and the only reason I am making this complaint is because I have wasted over 10 hours dealing with this incompetent and/or deceitful company.

Desired Settlement: We would like Verizon to honor the $59.99 bundle as promised WITHOUT having to call Verizon back every two months.

Business Response: On 3/6, a Verizon business office supervisor mailed this customer a letter that stated upon review of his account we found that his monthly internet discount was missing. As of March 5th the error was corrected and the bill was adjusted. The letter also provided this customer with a breakdown of his bill/charges.

Business Response: On 3/20, a Verizon business office supervisor spoke with this customer and advised him we received a new BBB Rebuttal complaint. This customer said he did not open a new complaint, rather he was actually notifying the BBB of the outcome of the previous complaint. This customer did ask our supervisor to forward duplicate copies of the bills from ****** **** ** ***** **** (1st bill with phone and internet is Sept. 2012) . Our supervisot told this customer she would send the duplicate bill copies today.

Consumer Response: Better Business Bureau:

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

 

Verizon has not sufficiently addressed the issue. Verizon offered the bundled service that is at the heart of this complaint for 59.99 and is now offering to settle the same for 74.99. This is an unacceptable offer as it significantly deviates from the agreed upon price of 59.99. 

Since Verizon offered and******* *** ******** ***. accepted the bundle package for 59.99 (one unlimited phone line, one pay per use phone line, and 7MBPS DSL), Verizon attempted to charge the full market rate with no discounts whatsoever (approx $150 per month with fees and taxes). After the first attempt to remedy the problem, the customer service representative correctly remedied the issue and retroactively applied discounts for every bill to reflect the 59.99 agreed upon price. It is important to note that the customer service rep initially adjusted the price to 74.99 and then readjusted the price to 59.99. After being told that the billing issue would no longer be a problem, the bill went back up to the full price without any discounts (approximately $150 per month with fees and taxes). Again, this office contacted a Verizon customer sales rep. This time, the representative retroactively applied a discount to reflect the $74.99 amount. This BBB complaint was filed as a result of that inadequate correction. While I do acknowledge that Verizon has taken steps to close the gap, it is attempting to renegotiate the 59.99 amount to a price, by its actions, that it has already conceded.  At this point, Verizon's offer is tantamount to status quo. 

However, as a show of good faith and a gesture toward settling this matter once and for all, I would like to counter-offer Verizon. ******* *** ******** **** will pay $64.99 per month for the bundle (one unlimited phone line, one pay-per-use phone line at market rate, and 7MBPS DSL) and will agree to do so for a term of no less than 18 months (subject to the standard cancellation). 

Please respond to this correspondence by no later than April 10, 2013. 

Sincerely,

****** ******




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Verizon lies about repair times, has cost me lost business revenue, and lost personal time.

Desired Settlement: Restoration of service and/or compensation for lost time. It is no secret that repairing the network of land phone lines is a daunting task, but Verizon either needs to step up to the plate, or loose the NYC rights and pass the torch to a provider that can actually handle the work.

Business Response: Per Repair records, *** ******'s line was repaired on 03/**/13. An out of service cedit was issued for the amount of $178.51 from 2-*-13 thru 3-**-13.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2013 Advertising/Sales Issues | Complaint Details Unavailable
4/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a complaint previously claiming that I believe that Verizon has intentionally interfered with my telephone service due to several complaints I made against them for failure to solve my email issues, as well as previous internet issues, earlier. I noticed the day I complained I started having problems with my telephone service and I haven't had problems in awhile. When a service person called me Tuesday morning, and I informed her that I had filed a complaint with the Better Business Bureau, I noticed my telephone service that evening was messing up. I couldn't get any calls or a dial tone. Yesterday, Wednesday, it seemed to be alright, but I had already put in a work order and kept the order open, last night after six the same problem occurred. No one was able to get in touch with me because my line was busy with static, etc. Today, Wednesday 3/*/2013, my phone has been out all day thus far. I find this to be an amazing coincidence to say the least. I believe that Verizon is intentionally interfering with my service, because there is no such thing as coincidence. I paid my bill the beginning of March(Sat. 3/*/2013) I only had 1 or 2 days at best of service from Verizon. If this is a criminal matter can you notify me of that.

Desired Settlement: I want a refund of the monthly payment that I have already paid Verizon, for the month of March 2013. I only had about three days of service thus far, they can deduct those two days but I want the rest of the month refunded to me in full. I will be terminating my services with Verizon this Friday, 3/*/2013. I will not deal with a company as "unethical" as Verizon has shown to be.

Business Response: We apologize for the problems *** ******* experienced with her Verizon service and are truly disappointed that she has terminated her services with us.  We responded to a prior complaint ******* thatwe have issued credit for one month phone and High Speed Internet totaling $45.79.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/1/2013 Problems with Product/Service | Complaint Details Unavailable
4/1/2013 Billing/Collection Issues | Complaint Details Unavailable
3/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: These people call up to two times per day regarding telephone, internet, and cable services. I have told them I do not have a computer or cable and am not interested in getting these. still they continue to call daily. I see this as borderline harassment

Business Response:

We contacted customer to apologize for the unwanted calls and added her account to our “Do Not Solicit” list. This is a national database and can take up to 30 days for all involved departments to be updated.  Customer is aware may receive calls within next 30 days and we apologized in advance for any calls received in the interim until database is fully updated. Customer accepted apology and confirmed has not further issues or concerns.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2013 Problems with Product/Service | Complaint Details Unavailable
3/29/2013 Problems with Product/Service | Complaint Details Unavailable
3/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm submitting this for my mother-in-law who doesn't have a computer & is hard of hearing. Since last fall her land line which has life alert has been going out of service. By December 2012 we realized it happened every time it rained. We've reported this to Verizon's "800" repair number & that it goes out when it rains on the following days: 12/**/12, 1/**, **, **, & **/13, 2/**, **, & **/13. It also went out on 2/**/13, but we were called to say it was repaired before we had a chance to report it. On 1/**/13, my husband left work to explain that it goes out when it rains; the repairman said to call his boss when it happens again and gave us her direct number. We've been calling her and the "800" repair number every time. 1/**/13 the service agent said the prior repairman said the "protective sheath on the cable was causing an issue" & told us to call a manager the next day who handles "excalation" issues. 1/**/13 my husband spoke to the manager who said he'd have someone out that day to fix it. 2/**/13 my husband left work again to speak to the repairman who told him the line wasn't working when he got there and there was a short in the line. 2/**/13 I called the boss again, but was directed to a different boss who said he'd send 2 "cable" specialists out the next day. 2/**/13 they came: checked inside the house and found no problem; checked outside the house & changed some wires, and said to call if it happens again. 2/**/13 it rained again, & the line went out again. I've tried other phone companies: 1 uses Verizon's lines; 1 can't do her life alert. We desperately need your help.

Desired Settlement: We need a land line that works - not one that only works when it isn't raining. If the cable needs to be replaced, they should do it. If my mother-in-law has a medical emergency, she needs to be able to use her life alert line. This is not just a matter of convenience, it is a serious issue. We have been told repeatedly either face-to-face, by calls or by texts that the line is fixed, but it isn't.

Business Response:

We had no reach number for customer or daughter in law.

We referred issues reported to the local repair foreman who investigated.

On 3/*/13 foreman confirmed everything changed out from the line in effort to isolate the problem along with making repairs. The work was completed on 3/*/13.

We called customer a few times but line rings with no answer.

On 3/*/13, we mailed letter to customer to apologize for the problems.

We provided customer with repair escalation manager’s contact number as well as the name and direct number of the local foreman.

We request customer or daughter in law contact them directly if problems return.

We appreciate the customer’s concerns being brought to our attention.

 

 

v

Consumer Response: Better Business Bureau:

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

 

There are several errors in their response:

1.  They have a reach number for the customer. Her son and daughter-in-law have given the customer's son's cell phone number every time. Verizon has called/texted him regarding these problems at the number we provided.

2.  The last time the line was worked on, that we are aware of, the customer was contacted by the repairman and told the problem was fixed. At that time, the customer again told them she would not be convinced it was fixed because it was not raining, and the problem only occurrs when it rains. We have continuously explained the line goes out only when it rains.

It has rained one morning since the repairs on March *, 2013, and the line worked that morning. We are caustiously optomistic that the issue may be solved, but based on our past exprerience we will reserve judgement until we have had several days with rain and the line works continously.

We sincerely appreciate the help the Better Business Bureau has given us because we didn't know where else to turn for a resolution in ths matter.

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


Sincerely,

**** ****




 

Business Response: A letter was mailed to the customer with repair escalation manager's name and direct number. We request if problem returns next time it rains for you to please contact the repair manager directly that way we can get techncian right out while problem exisit. It is difficult to isolate a trouble when the line is working.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2013 Problems with Product/Service | Complaint Details Unavailable
3/28/2013 Billing/Collection Issues | Complaint Details Unavailable
3/28/2013 Delivery Issues | Complaint Details Unavailable
3/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged for Fios service but when they never showed for installation I was told it wasn't available in my area. In november 2012 I ordered Fios. I was charged for the service request and was given a date (11/**/12) for installation however, the technician never showed and when I contacted Verizon I was told the service was not available in my area. I provided my address before hand and should've been told prior to being charged. Online at verizon.com it states "Great news! the service is requested in your area!!" but it isn't and now I can't even get a refund. I've tried speaking to supervisors and managers but just keep getting the dial tone. This is awful, all I want is my money back!

Desired Settlement: Refund my deposit of $120

Business Response: On 3/**, a Verizon business office supervisor spoke with this customer and advised he should see credit back on his card by friday.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******* * ** *** ****** *** *********** ** ***** Has billed me for phone service even though the service doesn't work and I've canceled the account. After Hurricane Sandy, on Oct. 29th, 2012, my landline phone service stopped working. There has been no dial tone ever since. Verizon has billed me anyway. I have tried numerous times to have credit issued to me and to cancel the service, to no avail. Each month I am billed and each month I have called to complain, ask to be credited and cancel the account. This evening I called to report receiving another bill despite speaking with a Mr. ****** who promised that my account had been credited and canceled. He gave me a confirmation # ****** on January 24. Tonight when calling to complain yet again, I was hung up on by a customer service representative.Many of my neighbors on the hard hit ******** ********* report the same problems with Verizon since the storm. They are trying to force customers to upgrade to their fiber optic service. I have contacted the Attorney General of NY and the Governor in regards to the unethical business practices of Verizon since the hurricane. Taking advantage of customers at their most vulnerable is a disgrace.

Desired Settlement: I would like to be credited for the latest charges and I would like my account canceled once and for all.

Business Response: On ****, a Verizon business office supervispr spoke with this customer and confirmed an order was placed yesterday with a rep to disconnect her service with a due date of ******* and a bill cease date of *******.  Customer was advised she will received a Final Bill with credit adjustments from ******* through the end of the current bill cycle. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Verizon disconnected my traditional landline phone service without any authorization.This was their error which I tried repeatedly to explain via phone calls, chat line,and in person to telephone person tech BEFORE IT HAPPENED !!!!!.I have been left with NO TELEPHONE SERVICE and they refuse to restore it to it's original form ,trying to Force me to accept digital service , which only has a battery back up in event of disaster. I am about to have surgery, this puts my health and life at risk,as I am a senior citizen.

Desired Settlement: COMPLETE AND TOTAL RESTORATION OF MY PHONE LINE ASAP TO ITS ORIGINAL LANDLINE TRADITIONAL STATUS.

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/27/2013 Problems with Product/Service | Complaint Details Unavailable
3/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am unable to use my landline telephone while on computer. In 2012 I received a letter from Verizon stating they were changing to Vios and the representative has to come to my home to make the change and there would be no charge for the home visit and no monthly charge to my bill, but at the time they couldn't give me a time that I was home, so I postponed the change. I call 2/**/2013 and spoke to a representative named *****, who told me that there was a charge and the letter meant there is no charge for the home visit. After 45 minutes I asked for a Supervisor(*** *********) who told me the same as ***** the representative. I told her that I was not paying extra and this needed to be fixed. She then switched me to the IT department and this was a young man and I didn't get his name, but after he listened to me he said he needed to check the telephone connection and would call me back. He never called me back. I am paying for broadband internet access and a land line telephone service. This is a recent situation that needs to be resolved.

Desired Settlement: I want either the situation fixed or have it changed with no charge as the letter stated prior to the situation.

Business Response:

Verizon did not receive the original complaint from the BBB. It is being addressed per your second notice dated 3/**/13.

 

It is not yet resolved so here is an interim response:

Verizon On Line Technical Support was able to speak with the customer on 3/**/13. It was found that she did not have DSL filters. They were shipped to her and received on 3/**/13 per delivery confirmation from UPS. The tech is still waiting for her to recall to confirm that she installed the filters and the trouble is resolved.

 

I will close in the BBB data base once we are able to confirm her trouble has been resolved.

 

Thanks.

*****


BBB's Final Determination: Consumer accepted resolution offered by the business.

3/26/2013 Problems with Product/Service | Complaint Details Unavailable
3/26/2013 Billing/Collection Issues | Complaint Details Unavailable
3/25/2013 Problems with Product/Service | Complaint Details Unavailable
3/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a costumer of Verizon for over 6 years for DSL internet. This past fall my internet was not working and I called to address the matter. I came to find out my internet speed in my area had been down graded and my package no longer worked. To fix the matter I needed to change my package and subsequently had to get a house phone because my package no longer existed. I opted to discontinue my service with Verizon for DSL and switch to another company. I had been bundled with ******* for my television and wanted to keep them as my television provider. In December I got my final bill with Verizon for $225.54 which came out of my checking account on 12/**/12 but was paid to them on 12/**/12. This final bill was for internet and the last ******* bill that would be bundled. In January I got my ******* bill for $203.33 and was shocked at how high it was. When I called ******* I was informed that Verizon never paid the December bill of $98.12. In February I ended up paying ******* for the $98.12 so my service would not be interrupted. On March *, 2013 I called Verizon starting at about 4:30PM EST and at 6:00PM EST had been hung up on 4 times and talked to over 8 people and still have nothing resolved. At one point in the phone calls I was transferred to ******* without my knowledge. I am supposed to deal with the financial department at Verizon (###-###-####) but every time I talked to them I was told someone else had to deal with this matter. I asked to speak to a supervisor on several occasions and was never given to one just transferred to another department and disconnected along the way. Verizon seems to be under the impression that I am not owed money by them but ******* should be paying out the money. ******* is not at fault I have spoken with them numerous times to ensure I have all of the correct information from Verizon. Verizon just does not want to refund the money and is the most awful company to ever deal with. I would just like my $98.12 back that was paid as part of the $225.54

Desired Settlement: $98.12 which I paid to Verizon in the final bill and then again in February to ******* because Verizon never paid it when they were billed by *******.

Business Response:

We were not able to reach customer directly by phone to discuss their concerns.

We mailed customer a letter on 3/**/13 to inform of our findings and provided billing specialist’s name and direct number to call with any questions on information provided.

Our investigation found the last payment of $225.54 to Verizon covered ******* charges for the billing period of 11/**/2012 - 12/**/2012.

 Since  phone service was no longer with Verizon, ******* did not have a local provider to send their charges to, which is why they sent a separate bill for any charges for their service after 12/**/2012.

Any questions customer has on the separately billed ****** ** charges need to addressed with ******* at 800 *******.  

Consumer Response: Better Business Bureau:

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

They clearly state in their response that my last payment was to cover the ****** the issue is they never paid ******* so I had to pay again for this month of service. I never got a bill in December for ******* it was in January when they stated the bill sent to Verizon in December was never paid. This matter has nothing to do with ******* and their billing. They have been paid their money by me to cover this bill that Verizon did not pay. I want reimbursement from Verizon for the money that they FAILED to pay out despite getting the bill from *******. 

 

 

 

 

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


Sincerely,

******* *********




 

Business Response: We suggest customer provide ****** ** with a copy of the Verizon bill covering ****** ** charges from  11/**/2012 - 12/**/2012 which we paid to ****** ** and have ****** ** explain why they are billing for the same period.  Our feeling is the separate bill received from ****** ** is for charges incurred after 12/**/12, but we would have no way of confirming this. Again, we request redirect customer to ****** ** with information we have provided. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Verizon came to my residence in October of 2012 to install services to the 3rd floor tenant in my house, upon installation that Verizon. Did , Verizon installation team had left numerous amount of debris from the installation on my patio. The debris includes nails wires garbage etc. I arrived home that night and I stepped on nails with both of my feet and had to seek medical attention, that cost me out of my pocket, because i don't have medical insurance. I had made a deal with Verizon back in October, which in the end was never made. I received a bill for services when I thought I had made a deal. I gave the persons name that made the deal with me, and no one can honor what this guy said. I have reached to the original person ** ******, and he doesn't return calls. I have reached out to him numerous times, and nothing. Very unprofessional , very rude to customers, they hang up on there customers..

Desired Settlement: Honor what they originally made the deal for months of free service

Business Response:

This customer must contact ###-###-#### to file claim for bodily injury with our insurance company. Proper procedures must be adhered to. We do not offer free service in lieu of investigation of bodily harm. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/22/2013 Problems with Product/Service | Complaint Details Unavailable
3/22/2013 Billing/Collection Issues | Complaint Details Unavailable
3/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled verizon back in 2010 becuase they had the worst service and even worst customer service! They continued to bill me although I cancelled the asccts. I argued with thm for years. They finally said I could settle is if I paid half. They did not inform me that it would go on my credit report as failure to pay and settled for less. This was such a small amount if I knew that they were doing this I would have paid. It is sneaky business.

Desired Settlement: Remove from credit reposrt as failure to pay when they made an error and then scammed me into a settlement.

Business Response: On 3/*, a Verizon billing office supervisor verified that this customer's account has been removed from credit reporting.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We havent had cable service in close to 6 weeks. Weve had technicians over onat least 8 separate times over this time period. We have been told 5 times bytechnicians that the box supplying cable to several floors in our building needsto be replaced and that this would happen. The problem has never been resolved. Each time I call, the ticket from the previous time a technician has come toour apartment has been closed as job completed. Technicians have noted thatVerizon is very weary of doing this because of cost. I am never able to speakwith a supervisor or on a continuous basis with anyone that is tracking thesituation. Each time I am referred to a call center where I must re-explain theproblem. Im not exactly sure what else to do. I am still being charged forthis service with no credits being issued. I would like them to simply fix the cable problem and refund me for the time period where I had no service.

Business Response: *** ********** was contacted by Verizon on 03/**/13 and he confirmed service was working and repaired.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/21/2013 Billing/Collection Issues | Complaint Details Unavailable
3/20/2013 Problems with Product/Service | Complaint Details Unavailable
3/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like to know why you guys play games with existing customers while news one get all they want.I have been a customer for quite a few years,i had sworn in everything that Verizon was the very best,I even had to seat there and debate if should have taken free service with my former employer ***** ****** just because i love VZFios(crazy ).I recently was offered the ultimate package(gold with **) ,with no fee for installation porting,price guarantee for 3 years,multi-room dvr with ability to record 4 shows,international calling,TV5,dvd,free on demand,******* ect all for $132 approximate with tax + @250 towards my bill with ** while I am paying $188 with Fios,i still sat there to think about as a loyal VZ sub. My husband made me realize how much we were gonna save and can come back to VZ in few MONTHS if not satisfied and get all perks new customers get(89.99 +500 GC).So I place my order with ** and call VZ to know what to do next as far as paying my balance and cancel the service,the representative advise to call back on monday to see what can be done and advise me to stop my porting request,so i'm thinking ok,i'll do just that.I called this past monday,again the rep told me,i was grayed out,she wants to make me an offer but was unable to,she will call me back to follow up within 24 to 48 hrs(needless to say i never heard from her),so i did that again,same thing(so i kept going back and fourth with ** and VZ),finally i called this morning,and some stupid rep kept going back and fourth with me on how I was not a new customer and how the packages how different (really),I had to ask her exactly what is she trying to prove,i don't want to hear what you cannot do,i rather want to hear what you can do after you guys made cancel my installation for today,put me on hold ,come back to tell me she will give $20 off....wowwwwww.First of all,you guys need to train your employees on how to treat a customer,we are looking for solutions and saving on such economy not to fight some employee of yours...second: Existing customers are customers of yours as well that has been spending for years,why is it we are being treated as if you doing us a favor.As of today ,just expect a few cancelation,from me,my sister,my sister in law,my parents and i'm gonna make sure that everyone get that great deal *********** is offering and we will be considered then as new customers ......I'm in a mission.

Desired Settlement: DesiredSettlementID: No settlement requested - for I want better service as a customer,i want even a better than new customer,we spent way too much to be treated as dogs

Business Response:

A Verizon manager contacted the customer who stated that she placed the complaint specifically to report unprofessional treatment by a Verizon employee. The manager apologized and confirmed that her correct discount was being applied to the bill. 

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, I ordered Breaking Dawn Two for my family through Video on Demand on Saturday 3** at around 9:30 pm. This movie was suppose to stay available for up to 48 hours. We were only able to watch this movie once and it was no longer available for viewing. I called Verizon Sunday 3/* at around 3:00 pm about the problem with Video on Demand and the were aware of the issue; but they refused to give me a refund or credit.

Desired Settlement: I should have to pay for this service and I do not want it to show up on my bull.

Business Response: On 3/*, a Verizon business office supervisor left this customer a voicemail and advised a credit of $4.99 has been issued to cover the movie. Case closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2013 Problems with Product/Service | Complaint Details Unavailable
3/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/**/2013, I have received a Verizon FIOS bill. First thing I noticed was the total amount jumped of about $100. Then I looked at the itemized charges, I saw $99.99 was being charged for "unreturned equipment charge". This charge was imposed on the old router that I have already returned to Verizon. I immediately contacted Verizon and told them that I have returned the old router to the Verizon technician that came to my house on January****, 2013 to fix my Verizon FIOS internet. He asked me to give him the old router instead of mailing it back to Verizon. And he gave me this employee number J9Q. He told me that this can be proved that the router has returned to Verizon. I also told Verizon to contact the technician for the router. But the Verizon customer service representative told me that this department cannot help me with this issue. They referred me to another customer service representative at other department. I feel like I was being bounced back and forth without getting a solution.

Desired Settlement: Please contact the Verizon technician that helped me fixed the internet. He might have it somewhere and forgot to process my return of the equipment. He looks like he is in the 60s. The unreturned equipment charge of $99.99 should be credited to my bill along with the taxes and fees associated with this charge.

Business Response:

Original Response to BBB: The customer was contacted by a manager of Verizon’s E-Center and apologized for the abrupt closing of the chat. Per investigation, there was a chat system outage and the system closed out the chat, not our agent. A business office escalations agent called the customer who stated he had returned the set top box. The manager advised that she would credit the $19.95 shipping charge and also follow up to credit both the set top box and the wire maintenance once the 2/**/13 bill was rendered. 

 

BBB Rebuttal Response: As noted in the original BBB closing, the Verizon manager was following up to issue the additional credits but customer placed another complaint anyway. The manager recalled the customer, confirmed that the $19.99 shipping charge was issued as agreed, and advised that additional credits had been issued as follows: unreturned equipment charge of $99.99, monthly charge of $16.99, and  a late fee $5.00 + Taxes. The customer stated he is satisfied. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I live in a very rural area with no cellular service. For this reason we are forced to rely on land line phone service. With nearly no neighbors and two small children living in the house it is very disheartening to be without reliable phone service. I do understand that things happen sometimes however when it is constantly the same problem over and over it becomes very frustrating. Verizon's employes have been out to my house at least six times in the last six months, twice already this month alone. Each time for the very same issue. I find this to be unexceptable. It seems to me that they need to fix this issue permanently instead of putting a temporary "bandaid" on it. I'm worried what will happen if my house is on fire and my wife and two young children are forced outside in subzero temperatures with only the clothes on there backs and no way to contact help. If somebody in your organization could help me and my family get this situation resolved in a timely manor it would be greatly appreciated. Thank you, ***** ****** Product_Or_Service: Land line phone service Account_Number: *** *** **** *** **

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am requesting that the old outdated and obviously inadequate phone line be replaced with a new reliable line

Business Response:

On 2/**, a Verizon dispatch supervisor spoke with this customer and advised him his complaint has been referred to the Local Manager *****. On 3/*, a Verizon dispatch supervisor confirmed the LM ***** spoke with this customer and his In-Laws a couple of times in the past couple of weeks. So far he has had no trouble and ***** provided him with her contact information with instructions to contact her directly, if any further troubles. This customer agreed he will contact the Local Manager if any further service issues arise. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2013 Problems with Product/Service | Complaint Details Unavailable
3/13/2013 Problems with Product/Service | Complaint Details Unavailable
3/13/2013 Problems with Product/Service | Complaint Details Unavailable
3/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bundle promotion to my existing contract w/Verizon FIOS in the mail for $79.99 which included a few extras that I was told about when I went to switch it and re-sign a two year contract. I just received the first bill and not only was the price almost doubled and the new promotion NEVER applied but they INCREASED my plan from what I originally had a contact for. I called to rectify the charges this morning, was on the phone for over 45 minutes with two different people, one of whom I was told was a manager and when I asked her if I could speak to a manager after getting nowhere she asked me to please hold while she found one. Needless to say, I am still waiting for a call back and have already gotten package prices from ******* if this is the kind of service I am going to receive from Verizon. People pay enough for cable/internet without problems and hassles such as these and I have to say I am extremely disappointed in the service/outcome I have received. I always boasted on how great FIOS was and am upset to say that all changed very quickly with poor customer service and I will not recommend Verizon to anyone who is looking to switch their cable/internet service in the future.

Desired Settlement: In order to keep my service with Verizon I am asking this bill and all the charges be rectified ASAP.

Business Response: A Verizon manager contacted the customer and issued an order to remove the MLB package. The customer has been given a credit of $40.56 which will appear on 3/*/13 bill. It was explained that Verizon couldn’t provide the gift card but the customer was given a $30 bundle credit for 24 months that will reduce her bundle price to $104.99 plus equipment, taxes and surcharges. The customer was satisfied.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unable and Unwilling to resolve service problem. I have complained over a week to allow me add a new email as per the service agreement (which allow me to add up to 5 emails) This inability for me to add email has interrupted my business and cost loses. And each time I call or a representative call from Verizon, they would ask me to go to through the same steps of nonsense without believing that I know what I am talking about. It is Verizon's error and they are not willing to admit it and fix it.

Desired Settlement: i want an apology issued by Verizon. Also for them to cover loses due to them denying me adding email as agreed by the term of service. The loses is near $1000.00 for the week. (My employee are required to receive email and per email would generate a revenue of $25. She should get approx 10 email a day.) I am willing to forgo this lost if Verizon would fix the problem with unable to create email by the end of the week.

Consumer Response: Better Business Bureau:

  A representative from Verizon has communicated with me and have resolved the complaint with my satisfaction.  The representative's name is **.  Thank you for your help.

Sincerely,

***** ***



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Verizon said I owed over $80 they sent me to collections and I was unable to open a Verizon cell phone bill until I paid the $80. I have a statement saying they own me $55.43 this is very humiliating at **** *** what else trying to buy my phone. We were on hold for more than 45 min. at the store trying to clear up this mess. We had to call back so I could pay it and I would not waste my time trying to get the cell phone. Here is the account number where Verizon owes me $55.43. ** **** ********** ** the billing date is September **, 2012. With the $78.34 it said account number ending in **** the confirmation was sent to my ex-wife's e-mail address ***************************. The $78.34 does not include a $3.50 I was charged by Bill matrix

Desired Settlement: I would like my money refunded about $150. And a gift certificate for Verizon products or services for the amount of time I've wasted on this this was not the first time I called and had been left on hold for over two hours trying to fix this and the humiliation of standing up best by **** *** like an idiot

Business Response: On 12/**, a Verizon business office supervisor spoke with this customer who advised that he was upset that his refund check in the amount of $55.43 was never mailed to him. He also wanted an explanation of his final bill. Our supervisor reviewed his final bill and the customer was satisfied with the review. However, regarding his refund, due to a system error, his check was unable to be sent, because our system was still showing his account as active. Our supervisor submitted a ticket to correct this error. On 12/**, our supervisor verified the ticket is now complete and the account is fully disconnected. On 12/**, a billing supervisor verified the account has not downloaded to the final billing system yet, so a follow up will be done to ensure account is final and refund is sent.On  1/*, our business office supervisor advised they will follow up for his bill to download to the final billing system. This may take a 30 day billing cycle, but once downloaded she will make sure refund is sent.

Consumer Response: Better Business Bureau:

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

I still have not received any paperwork of any kind. I do not know how much the credit is for. I can any check or verify that the totals are correct. We are on our third month of them trying to resolve this after I contacted the Better Business Bureau. Do they believe I am not supposed to be compensation for ruining my credit for almost 6 months on their mistake. They have not answered that question. Every time they answer the Better Business Bureau they say that it will will be  another 7 to 10 days or another month I'm getting the run around. Meanwhile  I have to pay an extra hundred dollars a month in rent is they can't fix their mistake.

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

**** *********




 

Business Response: On 2/**, a Verizon billing supervisor verified we submitted a request for a credit deletion letter to be sent to this customer and he should receive it in 7-10 days. On 3/*, a Verizon billing supervisor spoke with this customer and advised him that his account was removed from credit report and deletion letter was sent 2/**/2013 and he should receive the letter in 7-10 days.Case Closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/9/2013 Problems with Product/Service | Complaint Details Unavailable
3/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Part of our agreement with version was to have voice-mail, I called many times to ask them to set up the voice mail and to give me the access code but they didn't do that. They transferred me from 1 apartment to another and didn't helped me. I tried to get the access code online on the website but it said " not available" etc. I'm receiving voice mails and I cant hear them and everyone gets angry.

Desired Settlement: Set up the voice mail and refund the money I paid for version at the time they didn't provided the service as promised

Business Response:

A Verizon manager called and spoke with **** who stated *** is out of town. The manager provided the voice mail access number, confirmed the voice mail box is built, and explained that all *** need do is set it up with his personal greeting. The manager advised that she issued a credit for $48.99 to cover the cost of the voice mail service for the past 4 months. Finally, the manager provided her name and number for *** to recall if he has any further questions. 

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

Hi, I'm back in town. The pas-code they gave my wife doesn't work. Also I dont think the refund they provided is enough for all this time without a voice mail. 

 

 

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


Sincerely,

****** *****




 

Business Response:

Original Response: A Verizon manager called and spoke with **** who stated *** is out of town. The manager provided the voice mail access number, confirmed the voice mail box is built, and explained that all *** need do is set it up with his personal greeting. The manager advised that she issued a credit for $48.99 to cover the cost of the voice mail service for the past 4 months. Finally, the manager provided her name and number for *** to recall if he has any further questions. 

Rebuttal Response: The customer stated that the pass code provided did not work and he didn’t feel that the refund provided for non-working voice mail was enough. A temporary password and instructions on how to set up voice were emailed to the customer. The customer was contacted and advised that Verizon had already issued credit in the amount of $48.99 for his voice mail outage. The customer stated that he wanted compensation for loss of business and personal time. It was explained that Verizon does not compensate for that, only for service billed but not delivered and that was done. The customer then stated that equipment was not properly wall mounted on or