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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.

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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 3492 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

3492 complaints closed with BBB in last 3 years | 1155 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 218
Billing/Collection Issues 582
Delivery Issues 62
Guarantee/Warranty Issues 5
Problems with Product/Service 2625
Total Closed Complaints 3492

Additional Information

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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


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Complaint Detail(s)

11/27/2014 Billing/Collection Issues
11/27/2014 Billing/Collection Issues
11/27/2014 Billing/Collection Issues
11/27/2014 Problems with Product/Service
11/27/2014 Billing/Collection Issues
11/27/2014 Advertising/Sales Issues
11/27/2014 Problems with Product/Service
11/27/2014 Advertising/Sales Issues
11/26/2014 Billing/Collection Issues
11/26/2014 Billing/Collection Issues
11/26/2014 Problems with Product/Service
11/26/2014 Billing/Collection Issues
11/26/2014 Problems with Product/Service
11/26/2014 Problems with Product/Service
11/26/2014 Problems with Product/Service
11/25/2014 Advertising/Sales Issues
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11/25/2014 Problems with Product/Service | Complaint Details Unavailable
11/25/2014 Problems with Product/Service
11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I canceled Verizon in July and was told I would receive a refund in 30 to 60 days. It is now November (4 months later) and I still have not received my refund. I have called several times and each time I was told it was being processed and I would receive it in a few days. 4 months later and still waiting. Account_Number: *******************

Desired Settlement: DesiredSettlementID: Refund I want my refund

Business Response: Hi, Our collections group issued the $527.94 refund for the customer.  Unfortunately, there is no call back number to get in touch with the customer to advise.  The customer will receive this in 7-10 business days.  Case 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 BUT  still have not received the check as of today 11/**/14.

Sincerely,

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



 

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11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to establish new FIOS service for a residential/commercial space for days now. My experience with the sales, customer service and engineering teams has been very defeating.

Desired Settlement: FIOS is installed throughout the block in all buildings but ours. I am hoping someone in upper management will review our case and contact us so we can establish Business FIOS service. *** ****** ****** ******* ** *****

Business Response: Good afternoon,

Due to current FiOS deployment strategy and LFA obligations we will not be able to build FiOS to this location at this time. However, our engineering department will reach out to the claimant to perform a high level survey of the building to determine if we can get FiOS services to the building. If it is determined that FiOS can be ran, it would have to wait until the new budgets for 2015 FiOS build are released. Also, we found that the only building's on the block, where the Claimant is located, that have FiOS are *******. These buildings are ********** locations and were built as FiOS only.

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 cannot operate a business with 7 Mbps DSL internet speed. I am unable to utilize any other service provider and I will be filing a complaint with the FTC.

Verizon FIOS is in the area and if no other carrier is allowed in, then they need to service the local businesses.

Thanks for your response, too bad its not a solution!

 

 

 

 

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


Sincerely,

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




 

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11/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Sunday September **** around 9:00pm I placed a call to Verizon for technical issues with tv services. After not being able to correct the issues though phone support, The Verizon representative offered to sent out a technician of which I agreed. The Verizon Representative at no time advised me there would be any charge for the dispatch of a technician. We agreed on Thursday October * between the hours of 1:00pm to 4:00pm with a notation not to come before 2:00pm. A technician did not arrive until around 5:30. The Technician did not advise that there would be a charge of his service. On November *, 2014 I reviewed my current Verizon bill and was charge 137.00 on a service date of October *, 2014 (the tech was not at my residence on Friday October *) for the technician service. I spoke with a Verizon ********** who informed me because the technician entered my home and preformed services it was a billable charge and he declined to remove the charge. Had I been made aware prior (given a chance to chose) there was going to be a charge under no circumstances would I have agreed to such service.

Desired Settlement: I am requesting a refund of the 137 as there was no express or mutual agreement/contract between Verizon and I for rendered services.

Business Response: Upon receipt of the complaint we made several calls; leaving messages.  To date our calls have not been returned.  Reviewed account, dont see any note as to if customer was advised of charge, Applied credit for the $91 & the $46. Total credit with tax, $151.12

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,

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



 

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11/20/2014 Problems with Product/Service
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11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I have contacted Verizon 3 times in the last 3 weeks regarding my phone service. I keep losing my service and it takes them days to come see about the problems. 2 weeks ago they came out to my home and give me a temporary cable line and said, the repair people would be back to put the cables underground for a permanent cable line. This has not happen and now my phone service is out again. I called again today and the Verizon Rep on the phone said, the earliest appointment they have is 5 days from today and she did not see any repair tickets open for the unfinished work they left over a week ago.. This is not acceptable and not fair to me. They have not fixed the problem from day one and left a job unfinished over a week ago. They left cables running across my neighbors walkway at their front door and thru their yard. Which is unprofessional business and a hazard to someone else property. Please help me get this resolved as soon as possible. With my health issues I need my phone service. Thank you for your assistance in advance. ******* ****

Desired Settlement: For them to come out and find the problem, fix ALL repairs and place a permanent cable line underground the way the law requires them to do. All repairs done in complete within the next day since this has been going on for the last 3/4 weeks.

Business Response: According to record, Verizon dispatched a technician on October **,2014 who rearranged the inside wiring, which restored the dial tone.  Upon receipt of the complaint, Verizon made several attempts to speak with the consumer to address any outstanding issues, to date, a returned call has not been made.  A Please Call letter was mailed to the consumer with hopes of discussing this matter.  Verizon will gladly assist the consumer upon contact. 

11/20/2014 Problems with Product/Service | Complaint Details Unavailable
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11/19/2014 Billing/Collection Issues
11/19/2014 Billing/Collection Issues | Complaint Details Unavailable
11/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a loyal Verizon customer for over 10 years. I recently moved and had my service changed to my new address. At that time, I realized that I had never changed my name from my maiden name (*******) to my married name (*******). I called Verizon to make the change and was informed that they would need to run a credit check in order to change my name. I asked the agent why they needed to run a credit check when I've been a customer for over 10 years and my account is in good standing, I was told "just in case there is something out there pending against you." Well, frankly, it's none of their business if there is something "pending against" me. I've been a good customer for over a decade. It is an invasion of privacy and an unfair business practice to expect me (or any other long standing customer) to submit to a credit check for something as simple as a name change.

Desired Settlement: Change my name as requested

Business Response: Good afternoon,

A Verizon representative reached out to the customer and informed her that photo ID can be submitted in lieu of a credit check. Provided customer with Fax number where to send the I.D as well as a contact number to advise when the requested documents have been faxed. I will follow up with the customer to ensure she was able to fax the I.D.

11/19/2014 Billing/Collection Issues | Complaint Details Unavailable
11/19/2014 Delivery Issues | Complaint Details Unavailable
11/19/2014 Problems with Product/Service | Complaint Details Unavailable
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11/18/2014 Billing/Collection Issues | Complaint Details Unavailable
11/17/2014 Billing/Collection Issues | Complaint Details Unavailable
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11/17/2014 Problems with Product/Service | Complaint Details Unavailable
11/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Billing complaint- I have a statement showing 0 balance after receiving a bill for 265.62.Verizon will say I do not owe , then that I do. My verizon account is closed, I had internet service and always paid online upon pending voluntary disconnection 5/2013 of service I checked my balance ,it read 0 BALANCE DUE. I had another internet provider starting 6/2013 because of a new room mate.I received several bills since then showing a 0 balance(still have copies of this and online email/ chat confirming 0 balance) but before 0 balance was sent, a balance for 265.52 was sent. I spoke with a Verizon agent who advised there was indeed no balance due, but Verizon is still sending correspondence saying I owe 265.52

Desired Settlement: Remove any information under my name that does not show the correct balance of 0.00 and no service/ billing cycles under my name would have continued past 5/2013

Business Response: Please be advised we located the final account in question and determine te account was not disconnected when requested.  Credits totaling $265.52 were issued today to bring the balance to $0.  Once the credits post (3-5 days) we will request the account be deleted from *** ******’
credit report and sent a letter confirming the deletion to *** ****** *** ************* ** *****.    We sincerely apologize for the inconvenience
this matter has caused.

 
We trust this provides your office with the information required in this matter.

 
Thank you,

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

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,

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


 

11/17/2014 Problems with Product/Service
11/16/2014 Delivery Issues | Complaint Details Unavailable
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11/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claimed to offer a less expensive contract and more services. Result: Much more expensive and loss of credits and no new/requested services. Sept **,2014 Order # ********* ******** in St Louis Would not honor recorded conversation when order was place or the mistake made by Fios representative. We call within minutes of receiving the email outlining service and ******** said nothing could be done once the order was entered. We never saw the order or the cost until the email was receive within minutes of speaking to rep. ******** was totally shutting us down and not letting us speak to another supervisor. She would not honor the fact that the Fios rep had made a mistake and raised our rate and cancelled our monthly credits without adding the new service requested.

Desired Settlement: Reinstate our contract as it existed on 9/**/14.

Business Response: ******** ** ****

REF#:  **********

 

Thank you for referring the complaint of ****** ***** to our office for review.  We appreciate him bringing this matter to our attention.

 
In the complaint *** ***** expressed concern regarding an offer for a less expensive contract and more services; however the package was more expensive, new/requested services were not added, and there was a loss of credits.  On September **, 2014 an order (*********) was created and upon receipt of the email confirmation, the customer called to indicate there was a discrepancy on the order.  The customer stated the email notification rates were higher and his monthly credits were cancelled, without adding the new services requested.

Our records indicate has the Triple Play Bundle, which includes FiOS Digital Voice Unlimited for $30.00; FiOS TV Prime HD for $54.99; the FiOS Internet 75/35 for $45.00.  The Triple Play bundle price is $129.99.  The customer was also receiving the following promotional credits:

Valued Customer $30/12Mo. Thru Feb **, 2015Premium Content 12 Mo. 50% Credit thru March *, 2015

On the September**, 2014 billing statement, there was no change to the bundle; however the $30.00 Valued Customer Credit was removed.  On October *, 2014 the account was credited $30.00, due to the missing Valued Customer Credit.
 

On October **, 2014 an offer was extended to the customer to renew his term with a two year agreement.  The customer was advised the Triple Play would include FiOS Digital Voice, Prime TV, and FiOS Data 75/75 at the bundled rate of $116.99.  Verizon will extend the $30.00 discount for 24 months and the fee of $5.99 for the DCT was waived.  The Add-ons with the current promotion will remain the same with no changes to the promotional expiration dates:  (HBO Premium Content 12 Mo. 50% Credit thru March 6, 2015 - $10.00 & Starz Premium Content 12 Mo. 50% Credit thru September *** 2015 -$8.00).

*** ***** accepted the Triple Play listed above with the discounts previously stated but he requested to remove the Starz Premium Content.  The order ********* was placed and *** ***** agreed to the 24 month term with the following services and promotions:

Triple Play $116.99

FiOS Digital Voice UnlimitedFiOS TV Prime HDFiOS Internet 75/75$20 Agreement Incentive Included$5 FiOS Quantum 75/35 Credit Included

Existing Services & Equipment:

Non-Published Listing $4.50Sports Package $14.99(Rent): 
HD DVR $16.99HBO $19.99 (Existing Premium Content 12 Mo. 50%
Credit - $10.00 thru 03/**/2015)(Rent): 
Digital Adapter $5.99 per month Fee Waived

New Services and Promotional Discounts:

*24 Mo. Extended Savings $15.00
*24 Mo. Extended Savings $15.00


The estimated monthly subtotal is $133.46; taxes, fees and other Verizon charges $16.28; Regional Sports Network Fee $3.48, bringing the total estimated monthly fee to $153.22.

The customer was advised credit would be issued on the October **, 2014 billing statement to honor this new rate. On November *, 2014 a credit in the amount of $12.00 was added to the account.

*** ***** is satisfied but should he wish to discuss this matter further, I can be reached at ************ EXT *******.

Thank you,

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

 

 

 

 

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,

****** *****



 

11/13/2014 Advertising/Sales Issues | Complaint Details Unavailable
11/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We renewed a 2 yr contract in Sept. with Fios for the same service we had the first two years. I was mailed the renewal contract prices that I agreed to. My first bill was much higher because they said it took a month for the new contract to take effect. I paid it. This month they are charging me more for the multi-room DVR Package - 3 rm. The first customer service rep said she saw what they did, but she couldn't help me Someone would call me back within 24-48 hrs. No one did. The next rep said they can change the price of the equipment anytime they want to and they might not have notified me that they were putting the price up one month after I renewed. That renewal price was lower than what I am being charged. I would like Fios to be held more accountable for what they offer and what they charge, as I know I'm not the only one they are doing this to. I want my monthly payment for the two years to be $177.27 like I was told and I signed up for.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my monthly payment to be $177.27 - the price we agree to - the price I have on paper in front of me.

Business Response: On November *, 2014, Verizon Appeals Billing representative spoke with **** ***** and advised the equipment price was corrected on November *, 2014, back to $39.99. The November *, 2014, bill reflected the corrected price.  The representative explained an adjustment processed $3.79 on November *, 2014, and $4.44 on October **, 2014.  Also adjusted was $12.29 for the September *, 2014, bill.  The customer was told the full contract discount of $15.00 expired in September and the $10.00 expired in August.  **** ***** had no other 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,

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



 

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11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contract promised price wrong. May ** 2014 promised triple play bundle for 2 years $79.95. Multiple contacts and they saying 2 year for $109.99. not fixing with chat proof on june 2014 that I was getting 2 years for $79.95. Conversation was recorded and the verbal exceptence of the contact I stated yes to 2 years for $79.95.

Desired Settlement: Want what was promised or the contact is VOID and will go to another cable service.

Consumer Response: Better Business Bureau:

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

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

Sincerely,

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



 

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Additional Notes

Complaint: In April 2010, Verizon Home Service sold me a service bundle that, ultimately, they were not even able to provide in my area. When they initially sold me the bundle, they lied and said that they would be able to provide me with Fios cable, a landline, and high speed cable internet. It turns out that the only thing they were able to provide was the landline. They sent out ****** **** as a sub-contractor to install a satellite dish, so I got roped into a two year contract with ****** **** which I did not want. Then, because they could not install cable in my area, obviously they could not provide me with cable internet, so they sent me a telephone modem which I did not want. I called them, and told them just to cancel everything. I told them if they could not provide me with the bundle they sold me, then I did not want any of it. They disconnected my landline, but still sent me a bill. Then they reconnected my landline (twice more), using different phone numbers each time. I called them and told them to stop reconnecting my landline, without my authorization, and to stop sending me bills, because I would not pay them. This went on for about 6 months in 2010, until finally I got a notice from a collection agent that Verizon had turned over bills for three unpaid landlines, in my name, to them. I wrote a letter to the collection agent, explaining what had happened, and that I would go to court over this if necessary. I never heard anything back from Verizon or from the collection agent. In May 2014, my employer did a re-investigation of my background, to include a credit check, and they advised me that I had 3 outstanding balances from Verizon, which were hurting my credit rating. I contacted Verizon immediately, just to settle this matter, so that my employer would be satisfied, and so that this would come off of my credit report. I ended up paying $39.95 to *******, as well as $179.92, $234.51, and $342.10 to Verizon Home Service. That is a total of $796.48, which I want refunded to me by Verizon. Can they just sell people fake packages like that? Can they just connect, disconnect, and reconnect landlines without your permission, just to say that you owe them money? Can they continue to charge you late fees, and unpaid bill fees, without so much as contacting you? I didn't even know the fees were continuing to pile up over the years. When I didn't hear anything back from them or the collection agent, I thought the matter was settled. Can they just put a smear on your credit rating like that? It isn't fair! Verizon's Customer Service stinks, as well. You can't even go into a center to talk to a representative face to face, you have to do it all on the phone, or via their website. When you call they leave you on hold for hours. At one point, when I was stating my case, I was told to "shut up" by one of the representatives. Unprofessional! If I can't get any satisfaction through this route, I intend to file a claim through my county Small Claims Court system. This is not just a bait and switch advertisement complaint. This complaint falls into several different of the options on your drop down menu. I was only allowed to select one category, so I picked the bait and switch one.

Desired Settlement: I ended up paying $39.95 to *******, as well as $179.92, $234.51, and $342.10 to Verizon Home Service. That is a total of $796.48, which I want refunded to me by Verizon. This does not include any legal processing fees, which I may incur, if I file this through the court system.

Business Response: A Billing Specialist reviewed *** ****'s account.  Adjustments totaling $632.51 were applied to *** ****'s account.  Once these adjustments post to *** ****'s account, he will receive a refund for $632.51.  I will monitor this account and follow up with *** **** to ensure he has received his refund.

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,

**** ****



 

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Additional Notes

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

Desired Settlement: I am looking for Verizon to provide the necessary equipment to ensure the service I am paying for works properly. I should not have to call Verizon everyday regarding the lack service and pay them for full service.

Business Response: Thank you for referring the complaint of *** ***** to our office for review.  We appreciate your bringing this matter to
our attention.

 

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

 

On October **, 2014 a representative from our Fiber Solutions Center spoke with *** ***** regarding her Fios Data concerns. During this contact, the
representative explained the limitations of her existing router for wireless connectivity. In addition, the representative explained that a Fios Network
Extender was needed in order to extend the wireless connection. The representative advised *** ***** that there was an additional cost associated
with the Fios Network Extender. 

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

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

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** ***** may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at ************** EXT *******.

 

Sincerely,

 

****** **

Executive
Customer Relations

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Additional Notes

Complaint: On Oct *, 14 I made a $100 payment and set up a $145 payment for Oct **, to what i found out was an previous account (closed in 2012) and not my current account, for a total of $245. Both payments went to the closed account, received confirmation numbers, and thank you emails for both payments. I called multiple times about this and to try and get my money refunded to my bank account. The first being on the ****, again on the ****, and **** of October 2014. I was told by the financial representative that they can see the payments made on the account but they need to open an investigation on where the money went. The second representative opened another investigation containing both payments but said that since Verizon can see the payments were made I would be able to get my money deposited back into my bank account. I informed them I had proof of payment from my bank, I was then informed it was not necessary since they could see the payments. When I didn't hear anything or see my money I called again and was told I wouldn't hear back from them for 7-10 business days, and that there was no one I could talk to in order to get my money back sooner. There was no hesitation on Verizon's side to take the money, even though Verizon allowed me to log into a account that should have been disabled/deleted when I closed my account in 2012 (that is a BAD information security issue because someone could have stolen my information), make 2 different payments (one for Oct * and one for Oct **) but it also took the money and applied it to an account that was no longer active. I just want my money back in my bank accout. $245 is no small amount of money, and creates a hardship on me that I should not have to deal with. I was given a fax number to send in proof of payment that they already have, to get my money back but It doesn't work. Nobody ive spoken to can give me the proper number, when I informed another representative about it I was given another number that did not work and was sent to secure chat where I was told it would take another 7-10 business days to get my refund. Product_Or_Service: Verizon Fios

Desired Settlement: DesiredSettlementID: Refund I would like my money deposited back into the account that it came from and not have to wait a month and some change for it to happen, as well as better customer service.

Business Response: According to record, the payment reversal for the $100.00 payment completed on November *, 2014.  *** ***** confirmed receipt of the funds and informed she has not received the $145.00 payment.  **** ***** in the Executive Relations office informed *** ***** the $145.00 payment reversal is in progress and an expedite has been requested.   **** ***** informed she will make immediate contact once the payment reversal completed.  *** ***** was provided direct contact information to reach **** ***** in the Executive Relations office. 

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. Still waiting on the complete return of all funds to my account. Issue NOT yet fully resolved. 

Sincerely,

****** *****



 

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Additional Notes

Complaint: I am writing to complain about Verizons deceptive marketing practices related to FIOS. After calling Verizon about an unrelated issue I was told that I could qualify for a great price on FIOS. Considering FIOS is supposed to be much better than DSL I jumped at the opportunity to get it. I was told someone would just have to come to my apartment to do a short install. Not a problem I thought I will just go to work a little later after a short install as our building was wired for FIOS. The first problem started when the first guy came and since they never told us we had to move all our furniture he couldnt do the install because we had not moved it and I needed two people to move the furniture and the Verizon guy refused to help. So I had to get someone to come over and help me do this and reschedule. In the second run of the install, the guy was late of course so that was the first problem but the bigger problem was that the install took over 9 hours and every hour it was going to be done very soon. Not only did I end up with a huge headache from everything that went on but I missed a full day of work and a number of important meetings I should have been attending. I also got in a lot of trouble for this obviously. The fact is I never would have signed up for FIOS had I had any idea it would have been such a pain. I wasted a full day and half (half waiting for the first guy when no one told me I had to move furniture or that he would not help me and another 9 hour day getting the install done) on something I could have lived without had I known how problematic it would be. Second, I would have just cancelled the install if the guy had told me it would take that long or if the first guy had told me BEFORE they made me move all my furniture. However, considering that I spent hours waiting for the first guy, time moving furniture and already a number of hours into the day of the second install

Desired Settlement: DesiredSettlementID: Refund All in all I wasted a huge number of hours for something I never would have done had I known it would be such a pain and if someone had just told me what was involved. This is very deceptive on Verizons part.as such, what I would like it bill credit for the countless hours wasted and the huge problems caused. Other solutions would also be considered.

Business Response: *** ********, was contacted and stated unhappy with the installation of the Fios Data service. *** ******** was issued a 1 month Good Will Credit for the amount of $35.98. This credit will appear on the 11/**/14 bill.

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Additional Notes

Complaint: My Verizon service (standard internet & phone) was installed on 07/**/2014. The internet speed was not what I was told it was going to be (I was told ** mbps, but actually got less than 1 mbps). So, approximately one hour after it was installed (07/**/2014), I called Verizon to cancel BOTH the internet and the phone service. I was told that both services would be turned off by midnight that same night. And, sure enough, both services were no longer working the next morning. I called Verizon again just to double-check that they were turned off, and that I would not be billed. The customer service agent assured me that yes, the services were turned off, and I would not be billed anything since I had cancelled within the 30 days. I returned my modem, and thought that was the end of it. HOWEVER, I am STILL getting billed every single month for services I don't have, and never had, with the exception of a few hours on the day they were installed. I have called every single time I have gotten a bill, and I keep getting told that it takes 2-3 billing cycles to "clear the account". When I last called approximately 2 or 3 weeks ago, I spoke to a supervisor, who checked my account, and told me that it showed I had cancelled the same day, that I didn't owe anything, and that the next bill should show a zero (0) balance. However, yesterday I received an email stating that my balance was past due, AND they also called my mother's house regarding the bill. I don't owe them any money whatsoever, and I want them to stop sending me a bill for services I have never had. I cancelled the day of installation, which is well within the 30 day timeframe. My account is supposedly well-documented with this information, as well as with the information of all of the times I've called regarding the issue, so I shouldn't be having these problems. MY CUSTOMER ACCOUNT NUMBER IS: ************ Product_Or_Service: Phone & Internet Service Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my account credited to show a zero balance, and would like the harassment to stop (emails, bills and phone calls). I would also like a mailed statement showing that I owe absolutely nothing on this account. Otherwise, I will be contacting a lawyer.

Business Response: Thank you for referring the complaint
of ******* ******* to our office for review. We appreciate this matter
being brought to our attention.

 

A Verizon representative spoke with *** *******
on October *, 2014 in regards to this inquiry. 
We have researched the account and confirmed the order was placed
however failed to stop monthly billing. 
We have apologized for the error of billing and taken the actions
necessary to stop the billing and have charges credit back to the original
disconnect date.  The November statement
should display the credit corrections and we have a commitment to zero out any
remaining charges.  We will also be mailing
*** ******* a statement reflecting the zero balance.  *** ******* has accepted these actions as
closure to this inquiry. 

 

We trust that this information will assist
you in closing this complaint. We apologize for any inconvenience that the *** *******
has experienced as a result of the above matter.

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 received yet another bill last week showing that I owe yet another $27.00. I will not consider this matter closed until I receive a statement that says I have a zero balance, and have received a letter that also states that my account is closed, I have a zero balance, owe nothing for this service, and has been reported to the appropriate credit agencies that I owe nothing. Once this has been done, I will then update my complaint accordingly.

 

 

 

 

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


Sincerely,

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




 

Business Response: We are aware that the account balance is currently not reflecting a zero balance.  A new bill will not generate until November *, 2014.  Once the bill
has generated and we can view the balance, we have the account diaried to make any additional corrections to bring to a zero balance.  *** ******* has been
provided the direct number for the account specialist handling this inquiry should she have any further questions or concerns.  We will also be providing her with a followup call at that time.

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Additional Notes

Complaint: I moved and transferred ownership of my Verizon Internet account to my roommates girlfriend. I specifically asked if there was going to be an early termination fee, and I was told no. This is the reason I transferred ownership. Had I known that there was going to be an early termination fee, I never would have transferred my account. I would have kept my account and just changed the address. Since I was informed that there was not going to be any fee for transferring the account, I decided on doing that. Now, I am trying to get new Verizon service, and I am told I have a balance on my name due to early termination fees. I am very upset with this since I was misinformed by who I talked to. Verizon needs to better inform their customers regarding transferring of account ownership. They refuse to do anything about this balance even though the representative misinformed me, and told me completely wrong information.

Desired Settlement: That the balance I have on my account is waived

Business Response: Verizon noted that this customer had been incorrectly billed
an early termination fee. The customer was contacted and advised that the
billing was credited in the amount of $112.50.

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,

***** ****



 

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Additional Notes

Complaint: A tech had caused damage to the air conditioning unit and will not resolve supervisor of tech refuses to deal with the damage issue. I need more time paying my bill I've been a customer a long time my bill is huge due to some illness this past year. My son is sick and time was taken from work putting me in a high bill situation and I just need time not browbeating ill make a payments but its hard. To make full payment

Desired Settlement: DesiredSettlementID: Other (requires explanation) A better payment arrangement withno interruption of service and video on demand restored and reimbursement for the damage to my Ac duct directly to the landlord. I need no problems with him. He has a bill generated.

Business Response: Thank you for referring case ******** received on 10/**/14 for handling. I do apologize that we do not handle consumers within the state of Florida. This case would need to be redirected to the stated of Florida for investigation and response.  However, I do show that this case was recently researched by the Verizon Florida group and closed by the ****** BBB case # ******** on 8/**/14, on this same issue.   Thank You  ***** **  

Business Response: Thank you for referring the complaint of ******* ****** to our office for review. We appreciate this matter being brought to our attention. 

A Verizon representative spoke with *** ****** in regards to this inquiry.  *** ****** expressed concern in regards to property damage as well wanting to set
up extended payment arrangements.  We have advised *** ****** that her claim for property damage has been denied as the Verizon technician did not enter the crawlspace and cause any damages.  Verizon’s Financial Services representative called and was unable to speak with *** ****** but left a message with a direct number for the account specialist responsible for setting up payment arrangements.  

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the *** ****** has experienced as a result of the above matter.

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Additional Notes

Complaint: I attempted to set up an account for verizon fios internet. The customer representative said that it would be fine to have two routers in one home. I then proceeded to purchase internet only. At 2 am my roomate who has had an account with verizon for a year or so received an e-mail that her service was being discontinued and had to pay a discontinued service contract fee due to our establishment of service. I stayed on the phone with verizon reps being passed along from rep to ********** and back again for the next several hours. I had to repeat my concern with the service they provided over and over. They then put the outstanding balance of $280.00 my roomates account in my name and cancelled both of our services, leaving us with out any internet, tv, and phone services. One rep lied and said that our internet would come back on yesterday 9/**/2014 that never happened. Another rep cancelled the installation date I set up for no reason. Each representative contradicted the last rep with rules and regulations leaving me confused as to what was allowed and what was not. After each hour to hour and a half phone call of me explaining the issues, each rep said they would give me a call back in 20 minutes, no one ever called back, this happened about 6 times in one day and also 2 times today. I am completely displeased with the customer service and mix-ups verizon has provided me. Product_Or_Service: verizon fios internet Order_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a call back like they said they would do. I would like my roomates verizon internet, tv and landline phone service to be re-etablished and every previous charge and fee waived, leaving her with a fresh start in the same contract she started with. I do not want my account set up for internet only. I would like at least 3 months free service for all the mix-ups and contradicting Verizon caused.

Business Response: Thank you for referring the case of ***** ******* tour office for review. We appreciate your brining this matter to our attention.

The investigation regarding the request for internet service is not complete. An extended due date of October **, 2014 is being requested.

Please advise if the extension is granted.

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Additional Notes

Complaint: I am writing to dispute fraudulent long-distance charges Verizon Telephone has billed to my account. On July **** & ****, 2014 -- shortly before my family moved out of our apartment, and while we were out of town visiting family -- long-distance phone calls associated to our landline number were made to Jamaica and Haiti. The charges for these calls eventually totaled over $2000. While I am happy and willing to pay the regular service charges associated with my account, I am unwilling to pay over $2000 for calls that I did not and could not have made. There are a number of reasons to suspect that the calls were made via a physically hacked phone connection outside our apartment: • Most notably, the Verizon phone line of our next-door neighbor was also hacked on the same day at the same time, with calls also going to Haiti and Jamaica. Our neighbor was also out of town at the time. • Our neighbor was the only person outside our family who had a key to our apartment, and he was out of town. No one with a key to our apartment was in town on the date the calls were made. • There was no functioning telephone connected inside my family’s apartment. In preparation for our move, we had disconnected and packed all our electronic appliances, including our telephone, before we left the apartment on July **. Our single functioning telephone was inaccessible. Anyone making a phone call from our apartment would have to have somehow known this and brought a functioning telephone with them from the outside. • There was no evidence of forced or illegal entry into either of our apartments. None of the easily accessible electronics or valuables in either of our apartments had been stolen or disturbed in our absence. There were no signs that locks had been forced open or otherwise disturbed. • Upon my return to our apartment on July **** through the ***** after borrowing a phone from a neighbor, I discovered that our phone line had no dial tone. A Verizon repair technician who came to resolve the problem on July **** discovered that there was a disconnect at the phone line junction box in our apartment building’s basement. • Our building’s phone line junction box is easily accessible from the street without a key and without the knowledge of anyone in the apartment building. The building’s basement is easily accessible from the street via a basement-level pass-through. The doors to the basement are frequently unlocked during the day and are not monitored. Verizon has refused to investigate further, and instead is insisting that I pay for calls that their service personnel have acknowledged I did not make. As a company, they insist that the fraudulent phone calls came from inside our apartment(s). In order to believe Verizon’s view of events, one would have to believe the following: • That not one but two apartments were broken into simultaneously solely for the purpose of engaging in long-distance phone calls; • That the alleged burglars somehow knew to bring a functioning phone with them into one of those apartments; • That they simultaneously occupied both those apartments for 11 hours without leaving a trace; • That though the alleged burglars were willing to steal our long-distance service, they were unwilling to steal any of the readily accessible electronics, valuables or jewelry neatly piled up near our door, readied for movers; • And that they politely locked the doors behind them after they made their exits. At the risk of understatement, this version of events seems far-fetched. I have spent hours on the phone with various Verizon customer support departments: customer service, billing, fraud services, technical support for phone lines, etc. With one exception, I found the individual customer service representatives to be patient, courteous, and empathetic. Structurally, however, they were prevented by internal Verizon policy to waive the fraudulent charges on my account. Additionally, no department wanted to take responsibility to explain how these charges could have come about. At the beginning of October, after I had twice stopped the automatic withdrawal of payments from our checking account (now closed), I received a letter from a debt collection agency, stating that they had taken over the collection of the outstanding charges.

Desired Settlement: To reiterate, while I am happy to pay the regular monthly charges associated with my account (totaling roughly $80), I refuse to pay long-distance charges of over $2000 for which I am in no way responsible. I wish for the fraudulent charges to be removed from my outstanding bill. Additionally, I want Verizon to call off the debt collection agency that has been assigned to my account, and to clear my name with any credit reporting agencies that have been contacted by Verizon or its agents. Finally, I would like reimbursement for $60 from Verizon for the two stop-payment orders I have had to issue through my bank to prevent Verizon from withdrawing the disputed payment from my checking account.

Business Response: Thank you for bringing the case of **** ****** to our attention and for review. I do apologize that case #********, after careful review will need to be redirected to the New York office for handling. Customer's mailing address is now in Ohio, but the charges in question resided when he lived  in New York.  Customer phone number on the account at that time is ###-###-####.   Thank You  ***** *.

Business Response: Verizon contacted this customer and advised that his account
was being credited $2,086.53 for calls billed as a result of tampering with his
service. The adjustment left a balance due of $26.86 and the customer stated he
understood.

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.  Though it took complaining to the NY BBB to get the attention of Verizon's Executive Response department, once I they were aware of my case, they moved speedily to investigate and resolve my complaint to my satisfaction as I had asked.

Sincerely,

**** ******



 

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Additional Notes

Complaint: contacted verizon on 9/** to move my services (I am diaabled and require these sevices for safety), as of 10/**/14 I still had not received services I contacted verizon on 9/**/14 to move my services to a new apartment I was moving to that was in the same building that I live in. My sister in law spent the last 12 days and many hours on the phone with verizon trying to get this dont and was repeatedly told we would have service by 5pm each of the days. She explained my need for life alert and internet services as I am severly disabled and ***** ******** and have severe medical problems that require constant supervision and communication with family and medical personel.The medical need was explain and the disability issues. The phone never got transferred over for 8 days and the internet never got transferred at all. My sister inn law was left on hold sometimes for 1 to 2 hours and spent several hours each day on the phone with customer support, technical support, supervisors and many other people and to this day no one has yet to connect the service. It was supposed to be handled as an emergency transfer. Also was told several times a technician would be out and my sister in law came over and waitied for hours several times and no one ever showed up. We tried to file a complaint directly with them but no one seems to be able to resolve or even explain why these services were not transferred over. we have had people tell us for 12 days now that the services will be on by 5pm and each day its the same thing. My sister in law explained that my life is in danger without them as I am ********** ***********, and ******* ******** as well. she was told several times a supervisor was handling this, or we have it in our crisis department, or someone will call back and none of these this happened. we were forced to call the local cable company to get services, which was a last resort, due to the higher cost but it was not safe to leave me without servises. I cannot believe how unprofessional verizon has been and how they did not care that they were leaving a severly disabled person in danger like this!!!!

Desired Settlement: provide the services promised and train the workers to do their jobs properly and when its an emergency, please treat it as such and dont keep lying and saying things that never seemed to come to completion

Business Response: Verizon was unable to contact the complainant. In accordance
with our investigation, the customer initially called on 9/**/14 to place a
move order to her new apartment but when Verizon quoted the service charge of
$16 and the DSL $19.99 activation fee, she advised Verizon to cancel the service
and an order was issued to terminate service effective 10/*/14.  On 9/**/14, the customer recalled and cancelled
the termination order. The customer provided her new address but the representative
advised it was not qualified for DSL and she issued a ticket to investigate. On
9/**/14, Verizon advised the customer we were still investigating why DSL
showed unavailable. On 10/*/14, the customer recalled to advise that her new
apartment number was **, not apartment *.  At that time, the customer was advised that
DSL was still not available and could not be provisioned coincident with the
voice service.  The order moving voice service
to the new apartment was completed on 10/*/14 without DSL. The customer called
**** ****** who ported her voice service on 10/7/14. A separate order for DSL
remained pending. Verizon referred the matter to engineering, noting that the
customer had DSL service in her prior apartment. Verizon engineering advised
that the customer’s address exceeded the distance limitation at over 19,000
kft. from the Central Office. The distance limitation for DSL is 18,000 kft. Engineering
noted that DSL had been incorrectly provisioned for the customer at her old
apartment and Verizon could not approve DSL in the new apartment. The DSL order
was cancelled. As a courtesy, Verizon has a follow up to credit any monthly and
one time charges associated with the installation of voice service at the
customer’s new apartment. That credit cannot be issued until the customer’s
bill is rendered.

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Additional Notes

Complaint: My internet service is never up to what I'm paying for a minimum of 4 mbps and a maximum of 7 mbps.Account_Number: ** **** ********** *

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation)Fix it or cancel without any cancellation or equipment charges.

Business Response: I D # ********

**** *******

Thank you for referring the case of **** ******* to our office for review. We appreciate you bringing this matter to our attention.
According to our records, *** ******* is provisioned for speed between 3.1 to 7 Mbps.  A Verizon Technical Support representative attempted to contact *** ******* to trouble shoot, however were unsuccessful.

On October **, 2014 we were able to speak with *** *******.He confirmed that his internet is fine with stable speed and he no longer has any concerns at this time.

We trust this information will assist you in closing this case.

**** *

Verizon Executive Relations

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,

**** *******



 

10/18/2014 Billing/Collection Issues | Complaint Details Unavailable
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Additional Notes

Complaint: To Whom It May Concern,********* is the order number. I placed an online order of FiOS QuantumSM Internet 50/50 Mbps on 9/**/2014 online, I was schedule to have installation on 10/**/2014, no one came for install. Then I called the customer service on 10/**/2014 after on phone more than hours they hang my phone call. I chat on that day no reply. after all they reschedule me on 9/**/2014 from 8-12pm and again no one came. after chat why they didn't showed up no response and i started to send them email after email then they rescheduled me again on 10/*/2014 from 1-5pm and no one showed up. They keep saying engineering not done. Am I the only house that they haven't install the engineering work? They are not telling exact date to install the service. I lost 12hrs of my paycheck as I took time off from my work to be there for installation and no reply came from them that we won't come. Every time I had to chat and send them email for this issue and not appropriate answer came. I have all the chat record and email to prove my situation. Is this the way Verizon provide new service? Not a single person in customer service were able to answer my question. I am hoping BBB can help me this issue?I would like to know exact date for installation. I have been tossed around from one answer to another. Thank You.****** ****** Product_Or_Service: Verizon Fios Internet Service Order_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would be like to seek an appropriate answer for the issue. Three times schedule and no one showed up and this is from Verizon. I dont want to hear engineering a issue but a date that this will be resolved. They took so much time and they said my home address is eligible for Verizon fios internet but when time come to deliver they are running away. This is false advertising and harassing customer and wasting so much of my time. ********* was my

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.
Finally on 10/**/14, verizon came and install the system. Issue is why did them take this much time? Engineering wasn't the issue. I talked to with **** the installation person from verizon, he said, I saw all the notes and I really have no clue why took this much time?
DId verizon didnt want to fullfull his promotional?
The Tv box they set up, is not working and i havent complain to verizon yet since i was busy with work and travel. 


Sincerely,

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



 

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Additional Notes

Complaint: I Accidentally sent $174.00 to Verizon Fios on our online billing bank acct. We no longer have an account and now they will not return our $174.00 We are having an dispute with Verizon. My wife went onto my personal bank billing and sent out a bill to the wrong company, which is Verizon. The amount was for $174.00, and Verizon has accepted this amount and we do not have a Verizon account any longer. When my wife called Verizon they said we owed over $400.00 for leaving Verizon early, which is not true as when we left Verizon we made sure we did not have a contract any longer. Verizon has refused to return our $174.00, as this amount was an incorrect click on my personal banking account and was not meant for Verizon to be paid. Verizon has also refused to give me any information on my old account and has also denied getting paid the $174.00 on August **, 2014. I have also been harassed by a collection agency several times and I have told them there must be a mistake but no one from Verizon will give me any information regarding this ridiculous amount or any information on the $174.00 that was taken. This is a big reason why I left Verizon due to their uninformed and rude customer service. No one there can ever give me an educated answer.

Desired Settlement: I am asking for our complete $174.00 refund as this was a wrong click on our online banking account. The $174.00 was suppose to be for **** ****** ***** NOT Verizon. This was my mistake but Verizon should have never accepted the amount as we haven't had an account with them since 2013. Now they will not give me any information that I asked for. I believe this is fraud.

Business Response: Payment in the amount of $196.80 was received
on June **, 2013. This was the last payment received on the active account for
services rendered from May **** through June **, 2013.

Effective June **, 2013 the customer ported
out the *** ************ to another provider order confirmation *********.

Research
determined that the FiosTv and Data continued to be billed after the BTN ported
out. The accumulated account balance for the FiosTv and Data was $449.98.
Effective September
**, 2013 the FiosTV and Data were disconnected order confirmation *********.

 

Payment
in the amount of $174.00 was received on August **, 2014.

 

Credit in the
amount of $623.98 was issued on September **, 2014 to zero out the account
balance of $449.98 and generate a refund of the payment of $174.00. The account
has been recalled from collections.

 

On September **,
2014 I relayed the above information to **** ******.

 

We trust that
this information will assist you in closing this complaint. We apologize for
any inconvenience *** ****** may have experienced as a result of this issue. If
you have any questions regarding this matter, please contact our office at
************** EXT*******.

 

Sincerely,

 

****** *.

Executive Customer Relations

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 am waiting to receive my refund of $174.00 and I will also check my credit report before I accept. Thank you, ***** ******

 

 

 

 

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


Sincerely,

***** & ***** ****** 




 

Business Response: Credit in the
amount of $623.98 was issued on September **, 2014 to zero out the account
balance of $449.98 and generate a refund of the payment of $174.00. The account
has been recalled from collections.

 

On September **,
2014 I relayed the above information to **** ******.

 

On October **, 2014
a copy of the deletion letter was email to **********************. This emailed confirmed that the account has been
removed from the credit report and that the account had a credit balance in the
amount of $174.00.  The email advised
that it may take up to 30 days for changes to reflect on the credit report.

 

In addition, on October
**, 2014 the refund request was expedited. Please allow up to 10 Business days
for receipt.

 

We trust that
this information will assist you in closing this complaint. We apologize for
any inconvenience *** ****** may have experienced as a result of this issue. If
you have any questions regarding this matter, please contact our office at
************** EXT*******.

 

Sincerely,

 

****** *.

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

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,

***** & ***** ******


I wanted to add that I beleive this has effected us getting a loan. We have fought this for some time now through Verizons collection agency which we did not appreciate at all. The collection agency calling and harrassing us, being very rude was very stressful, as my wife has had surgery and had to worry about this. It just put a lot of stress in our lives. We're happy it has come to an end!

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Additional Notes

Complaint: Monopoly cable and teleco ISPs think they are fooling us. Your not fooling anyone Verizon Communications with your push to require ******* to pay interconnection fees. Exempting your data caps from your services or creating bottlenecks on your network and claiming congestion is to blame for slow ******* delivery speeds is not acceptable. Verizon and other ISPs had the opportunity a few years ago to join *******'s new ******* ******** ******* or *** *********** and chose not to. Meanwhile in Europe many European ISPs have joined ************ Then you force ******* to pay for peering. This is wrong and double dipping. Stop the double dipping. ******* has to pass on the costs to its subscribers. If you are going to charge interconnection then don't charge Internet connection or access fees to subscribers to get online. Your broadband network is defective if it does not allow me to utilize it legally as I see fit.

Desired Settlement: Verizon Communications needs to change its business practices to comply with Network Neutrality and stop forcing web companies to pay interconnection fees they need not pay. Also stop the artificial scarcity and bottlenecks.

Business Response: ******* *******

********

Thank you for referring the complaint of ******* ******* to our office for review.  We
appreciate him bringing this
matter to our attention.   

In the complaint *** ******* states ***** companies should not charge
******* for internet connection.
Our
investigation is as follows; with respect to Verizon's FiOS service, Verizon
treats the Internet traffic traveling over our broadband networks equally, and
does nothing to slow down or degrade traffic coming from any Internet provider
over our broadband networks.  Our policy
is to provide every Verizon FiOS customer with full access to the legal
content, applications, and services of their choice, regardless of source. 

September **, 2014, I spoke with
*** ******* and the above information was provided to him.

We apologize for any inconvenience *** ******* has experienced as a result of the
above matter. We trust that this information will assist you in closing this
complaint.
 
Sincerely,

***** **

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

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Additional Notes

Complaint: I was in a ******* and a verizon fios rep talked me into switching to their service. The bonus for switching was to receive a free lg tablet. Around July **** of this year I was in my local *******. I was approached by a verizon fios rep asking if they could check if my home was set up for fios service and if it was tell me about an offer they had. They found that I was set up for their service and promised that they could lower my bill over my existing **** ****** service. In addition if I signed up with them right now I would receive a free lg tablet for switching. They said this bonus was only available that day when I said I would think about it. Getting the tablet was the incentive to switch so we did. When we finished the paperwork I asked how we would get the tablet, they said we would get something in the mail and that we would pick it up at any verizon store. About the middle of august I received my first bill yet nothing regarding the tablet. I called verizon and they said to wait till around September * and I should get it. So I waited and nothing I then called back again and was told that I should have gotten an email the beginning of August which I told them I had not gotten it. They said to wait a few more days and if I didn't get it in a couple of days to call back. I finally got the email certificate and when I read the entire thing I found that in order to get it I would have to sign up for a two year service starting at $10 a month in addition to a $35 activation fee plus taxes. If you add these costs and any additional fees that would be billed monthly we are looking at easily over $400 for a free tablet. The sales person never disclosed any of this to me verbally or in the paperwork setting up the service. All he said was I would get a free tablet, this is far from free. I feel we we're mislead really lied to so they could get us to sign up and switch our service. We had to reroute all our email to another service, change our phone on everything that contacts us and relearn a new cable system (no small feet since I still can't figure where everything is). I don't want the tablet to have a paid service, I don't need it to. It was just gonna be something for my son since he's been wanting one. I would never have made the change if they had disclosed this information to me. I tried talking to several people about this and have gotten no where. Just there sorry but the emIl that they sent me explained everything. Problem is which I said over and over to everybody I never received any email that said even one word regarding the tablet. If I had I wouldn't have spent over the last month calling asking when I would hear something about getting the tablet.

Desired Settlement: I want the tablet that there sales rep promised when I signed up for service, and I don't want to have to pay a contract to get it. There employee misrepresented it to me and Verizon needs to honor what I was told. It's unfair to the consumer misrepresenting the offer. I should have been given something at the time I signed up explaining these fees. By not giving me something in writing then I feel they were trying to hide it from me.

Business Response: ******* ******

********

 

Thank you for referring the complaint of ******* ****** to our office for review.  We appreciate this matter being brought to our attention.

 

Our investigation concludes; customer accepted an offer for a triple play at ******* and the promotion was a free LG G tablet. The
promotion requires a 2 year data contract with Verizon Wireless. All specified requirements regarding the free tablet were printed on all promotional material. Our records
further indicate an email conformation was also sent outlining this information.

 

We apologize if the requirement details were not fully explained during the ordering process. As a courtesy, to offset activation charges a compromise credit
has been issued the Verizon Communications account for $100.00.  

 

This information was relayed to ******* ******. Unfortunately *** ****** expressed that she remains unsatisfied.

 

Verizon had made good faith
efforts to resolve this matter. We again apologize
for the inconvenience this has caused and trust that this information will
assist you in closing this complaint.

 

 

Sincerely,

 

******* ** ********* ********* 

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Additional Notes

Complaint: On my final bill from Verizon for FIOS Internet service, the bill showed an $8.60 "deferred charge" from 2009 (nearly 5 years ago). This charge never showed in my account activity or bills over the previous five years and it is a ********* practice to pull a charge out of thin air on a customer's final bill and take it out of their refund. Verizon should keep track of my charges and bill accordingly in a timely manner, not five years later.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund me the $8.60.

Business Response: ********* *** ****

Case #:  ********

 
Thank you for referring the complaint of ****** ***** to our office for review.  We appreciate her bringing this matter to our attention.

In the complaint *** ***** expressed concern regarding her final Verizon bill for FiOS Internet service. The billing included an $8.60 “deferred charge” for 2009 (nearly 5 years ago).  She stated the charge never showed in her account activity or bills over the previous five years and it is a ********* practice to pull a charge out of thin air.

Our records indicate the customer’s billing statement dated November **, 2009 included the notification that this charge would be billed once service is disconnected.  The billing stated the following: 

“FiOS Internet 10/* Nov ** – Nov ** $8.60.  Above Charge Deferred Due to A2R Cycle Align; Will Bill When Data is Disconnected”.

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

Above is the verbiage is directly from the billing statement dated November *** 2009. A bill reprint was requested to be sent to *** ***** at ***** ***** *** *** ******** ** *****. She will be able to view the actual billing statement once it arrives.
Verizon did provide appropriate notification for the future billing of this fee, and as a result there is no credit warranted.


The above information was provided to *** ***** on September **, 2014. Should *** ***** wish to discuss this matter further, I can be reached at ###-###-#### EXT *******.
 

Sincerely,

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

 
    
    
    
    
    
    
    
    
    
   
   
   
  
   
  
  
  
  
   
  
  
  
 

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Additional Notes

Complaint: i signed up because of the deals through tv newspapers etc offering a epad and $300 gift card i had been with them before thier sales rep came to my house and told me they would do anything to get my business back that they would boost me up to the gold package i had the silver package with *********** for the same price and they would give me the multi room dvr that i had with *********** since getting fios instaled they say i cant get the gift card because they gave me such a good deal and they keep telling me they sent me an email with the voucher number to get the e-pad i keep telling them they never sent it to me i have gone to verzion wireless store on ** ** in manhatten they tried to help me to no avail i have made many phone calls they keep saying they are sending me the e-mail againg they tell me to check my spam i tell i have and the person at verizon wireless store has attempted to help me they tell me verizon and verizon wireless are two differnt companys i am at my wits end fios justs keeps stalling me to get me tired to give up i wonder how many millions of other customer are they doing this to

Desired Settlement: i feel i am entitled to get the gift card and epad they say they gave me as they say a great deal just to get me as a customer they never told me they not going to give me the gift card and e pad as that is what they advertise on tv and in the newspaper you will get the gift card and e pad with a two year contract and that is what i have

Business Response: Verizon contacted the customer, apologized for any
misinformation, and explained that he had the option of either the $300 gift
card or an additional $40.00 per month off the bill. The customer had chosen
the latter. The customer was advised that he would receive the epad gift
certificate via email within 48-72 hours.

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,

****** *****



 

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Additional Notes

Complaint: I was sold Verizon FIOS with TV/Internet/Phone and I was told I'd be receiving a $300 gift card with the purchase. I have the Verizon FiOS Channel lineup page from the girl that sold this to me with the words $300 Visa circled. I found out today after I called Verizon about the VISA card that the Gift card is not part of the promotion that I thought I had originally bought....

Desired Settlement: I wish Verizon would deliver on the gift they promised. They also promised a LG tablet but I found out you can only get this with an increase in your cell phone bill so didn't get this offer either.

Business Response: The customer questioned eligibility for $300 gift card
offer. Our investigation determined customer opted for $12 monthly credit for
24 months for enhanced DVR services. Customer confirmed he now understands.

We appreciate customer taking the time to bring 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

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Additional Notes

Complaint: I called Verizon on 9/* to schedule 2 payments: one on 9/** for 400.00 and one for 9/** for the remaining balance 318.00. An unauthorized payment was processed 9/* in the amount of $403.50, which I became aware of the next day when attempting to pay my rent. I called Verizon to inquire as I never made this payment, and was told that I made the payment on the web, which was not the case at all. The rep who I spoke with originally to schedule payments, **** in Account Finance, provided ME with a confirmation number, not the other way around. I was accused of making this payment by several representatives, and one by the name of ******* even threatened to suspend my service since I was asking for a refund. I finally spoke with **** again who acknowleged the error was hers. I was sent an email regarding a pending reversal on 9/*. I again spoke to ******* and was told the refund could take 3-5 business days, which is completely unacceptable as I purposely scheduled the payments for the **** and **** for a reason. I had other responsibilities. Among which, rent, and purchasing medication for a chronically sick child. I was unable to do either. I have also a few NSF charges from my bank resulting from this error. I was told that Verizon would not cover the charges, despite it being their fault. After several calls to Verizon, I still have not seen the reversal to date. I have contacted my bank who does not show reversal or even a pending transaction for one. Today is the 5th business day, and no one has answers or is very willing to help. I have since decided to cancel my service with Verizon, and was unjustly charged a $40.00 cancellation fee. This is bogus! I do not agree. I would not have cancelled, had Verizon not made an error and be so slow and unwilling to resolve it. I was even willing to restablish service today after the only pleasant interaction I've had with the company. After speaking to Account Finance again, and still not getting resolution, I cancelled that order again. I have both residential and mobile service with Verizon and I am completely shocked at how I've been handled, especially considering I've never had an issue with either provider before. The reps have proved unknowlegeable, unempathetic and not at all helpful!.

Desired Settlement: Money refunded, cancellation waived, NSF charges covered not as credits to Verizon account, as account is closed

Business Response: Our collections group called customer today at 1:03pm at cbr#************. Representative explained she was calling regarding the reversal request for the $400 & asked her if as of today the payment was back into her bank account.
The customer advised it isn't we apologized telling her we would need to check accounting to find out the status of the reversal.   We also asked her about the bank fees she
indicated she was charged due to the rep error and she advised she was billed $70.00. Verizon will credit her account the $70.00. She said she will check with her bank to see if the funds are there but will not be able to tell us until tomorrow.  Customer is satisfied and has representative's phone number if necessary.  Case closed.  

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Additional Notes

Complaint: For over one week I have been trying to order and receive home internet DSL service fro Verizon. I have called ###-###-#### to place my order and follow up throughout this process. I placed my order for home DSL on August **** 2014 and I was told my modem/router would arrive by Friday August ****. I was told it was a "self install" and the line would be activated on Friday the **** and given the prior tenant at this address had Verizon home DSL a few weeks ago and the line was "ok". When the modem/router did not arrive on Friday August **** I contacted Verizon. I spoke to over 5 people and was told a technician was coming to my house that day to look at the line and start service. I was told that the modem/router would take another week to arrive. That all turned out not to be true. The tech never showed up and in fact my order was unknowingly canceled by a\n employee named ***** (Employee ID # *******). I called back and spoke to a supervisor named ***** (Employee ID *******). She transferred me to the "Escalation department" and I spoke to a woman called "******" who told me that my order was canceled by a Verizon employee (***** named previously) and that my canceled order is "stuck in the system" and she was unable to create a new order. ****** promised me 4-5 times during that phone call that she would follow my cancelled order as it "moved through the system" and would call me between 8-9am on Saturday. She also promised I'd receive a free modem router ($39.99 plus tax) and the faster DSL service available in my area at $39.99 per month versus the $53.99 per month I'd been quoted initially. It's Tuesday September *** at 1:45pm PST and I never heard from her. I want this resolved ASAP. My order number was **********

Desired Settlement: I'd like a free modem/ router combo as promised and $39.99 per month for the highest/faster level of DSL service available in my area, also as promised. I'd like my service activated today or tomorrow and the modem/router fedexed to me at the service address for delivery. I want an email confirmation of all account info, services and I want to know in advance

Business Response: Due to system limitations order
********* is no longer available to review and research.

 

On September **, 2014 order *********
was initiated to install Billing Telephone Number ###-###-####with internet
service. On September **, 2014 this order was cancelled at the customer’s
request.

 

On September **, 2014 a billing representative
from our office spoke with *** ******* regarding her concerns. During this
contact, *** ******* advised that she switched to another provider due to the
delays to install Verizon service. *** ******* advised that she no longer needs
Verizon service.

 

We apologize for any unprofessional
treatment that *** ******* may have experienced when contacting our Customer
Service department.           

 

We trust that
this information will assist you in closing this complaint. We apologize for
any inconvenience *** ******* may have experienced as a result of this issue.
If you have any questions regarding this matter, please contact our office at
************** EXT *******.

 

Sincerely,

 

****** **

Executive Customer Relations

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Additional Notes

Complaint: I have DSL And Local Home Phone Service. I have had numerous issues with my internet and phone, but mostly the internet. I made a complaint about a week ago about the billing which seemed to be fixed, until i got my new bill, where they are trying to charge me 60$ a month for DSL internet ,I went to the Verizon website and saw that the internet was only 29.99 a month, with the speeds of 1.1-3 Mbps, 3.1-7 Mbps, and 7.1-15 Mbps. My upload speed is only 0.63mbps when the advertised speed is 384 to 768 Kbps Upload, I feel that i am being over charged for a service that is not as described. My Download speeds are only 2.3 MBPS on a good day, i have never had 3MBPS+ , and i have the Enhanced Plan as well. When installed the tech told me i had a dedicated line, that if i wanted to i could follow it all the way to the verizon office. So im confused as to why my speeds are slower then advertised and why im paying full price for a service that is not living up to what is advertised. My Charges for 9/*-10/* for internet are internet Enhanced $60.00 , So im paying over double what is advertised ************************************************************************ *Proof)

Desired Settlement: Would like FIOS in this area so i don't have to have DSL anymore, Or discount on my internet bill .

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Additional Notes

Complaint: I am a new Verizon FiOS customer; I left ******* because of many issues with customer service in hopes that Verizon would be better, but I have not had the best of luck here either. When I signed up for Verizon FiOS I asked the representative if there were any deals going on at the moment that included Internet + basic cable w/ HBO for free (for a set amount of months) which amounted to $49.99 no contract, only month to month. I inquired about this because that was what I used to have with ******* and I was hoping that when I jumped ship, it was to one that had better internet, but with a similar, competitive bundle. The representative told me there was no such deal and if I wanted HBO I would need to rent a box, get on a 2 year contract, and add it for a set amount of to my plan. I declined and said that I would like the no-contract plan with just internet. Fast-forward about 2 weeks, I start seeing news articles and advertisements promoting "50mbps/25mpbs $49.99 plus HBO for free for 12 months". Interested, I called up Verizon right away to tell them I saw the advertisement. Now the first person I spoke to, said this plan does not exist and never existed. So I proceeded to ask if there was any other plans which included HBO with basic cable, but wasn't as costly. After a few minutes the representative did the search and couldn't find anything for me, however she said she "just found" the 50/25 plan + HBO and that she would try to get me on it. Feeling ecstatic I said great and held while she did her thing. When she came back she told me she couldn't do anything because it was for new customers only. I told her my story about asking about this plan when I first signed up and how I had recently signed up not too long ago, but she said she couldn't do anything and said that maybe a manger could do something. Appreciative, I was okay with holding on the phone while she got her *******. When the ******* came back I had to explain everything all over again and then he told me he couldn't do anything because the plan was only for new customers. Annoyed that I was lied to by both the representative and the ******* I decided to let this matter go, it wasn't worth the stress. About a few days later I saw the advertisement again and again and again. Yes, it always said for new customers, but I was a am a new customer and I asked about a promotion like this when I first called and nothing was mentioned to me. I took a screenshot of the advertisement and decided to call again. I was briefly on the phone with a representative and told them my story and they said that Retention would be able to help me with this and override some steps. When I got on the phone with Retention they told me to go online and chat with them that way. We start chatting and I had to tell her my whole story again , but this time I mentioned I have a screenshot I could show her. She advised me to send it to her. I spend about an hour trying to fax it to her. Once she receives it, she denies everything because it was sent via-fax and not through a personal email. I am very frustrated by how I have been treated by several Verizon customer service representatives. I am very frustrated because I am constantly seeing a deal being advertised and yet is unavailable to me. This is clearly false advertisement to lure me in. It is very odd though, because it seems to me that the customer service representatives do side with me in that the deal exists, however no one on a higher level (for example: Retention Dept., *******s) can help me with this issue. I am unhappy with the business performance in the way my account has been handled. This is a poor way to attract new customers. False advertisement will get your company nowhere. People have been speaking up and rightly so because we are tired to getting lied to and cheated on. I am tired of seeing new fees getting added to my account. I am tired of you stealing 10% of my hard-earned, meager salary.

Desired Settlement: In terms of the integrity of your company: Verizon has the responsibility to give me answers to the following questions - Why there has been months of false advertisement and why hasn't Verizon's Marketing Team not taken them down or make a statement saying it does not exist? If this plan did exist when I first signed up with FiOS - why did the representative tell me it didn't exist? After seeing the advertisement, why did some representatives tell me it exists and that I could get it, but the next person I spoke to denied that? In terms of my account: The most fair outcome of this would be for my account to be granted this deal which consists of 50Mbps/25Mbps Internet speeds on Verizon FiOS + Basic Cable including HBO for free for 12 months on a month-to-month contract at $49.99/month.

Business Response: Our attempts to reach *** ******* have been unsuccessful. Verizon does not offer a bundle for local TV service and internet for $49.99. Verizon does not offer any bundles at all involving local TV. Local TV is available for $12.99 - $2.99 discount and the customer can also get internet service at $49.99. The two services together would bill at $59.99 + equipment and taxes/surcharges. Once we are able to speak with *** ******* we will be glad to review all bundles that are available.

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:

If the Business called me I was unaware of it because I do not answer my phone for unknown numbers, especially if they do not leave a message. When the business decides to call me please ask them to either email me with the number and/or time they will be calling. Also, I would appreciate a response that is sooner than 2 weeks and 4 days. If I have to respond within 6 days of receiving a response, then the Business should have the same deadline. 

Whoever wrote that response should be ashamed of themselves. They wrote that Verizon does NOT offer Local TV + HBO + internet for $49.99. If you could please take a moment to visit this webpage: ********************************************** you will see that the Verizon Representative made a statement that is utterly false. This webpage is Verizon's official page announcing the exact deal that I have been speaking of. Just in case the Verizon Representative can not access this web link I have attached a word document with a few screenshots of that web page. 

I feel disrespected that someone would say this to me because at this very moment I am on the Verizon website with that exact deal being offered. Why are you misleading me? Why did you say that Verizon does not offer this deal when it is the first thing I see on the Verizon webpage? From the time I first signed up for Verizon FiOS to now I have seen this deal being advertised everywhere. Why are you saying Verizon does not offer this bundle? As I stated in my original complaint no matter who they are - a Customer Service Representative, a Customer Retention Representative or a ******* they have told me that the deal exists, but then they go back on their word and say it doesn't. Which one is it? Why can't I have it? I asked if this deal is available to me the first time I inquired about FiOS. I am been spun in a web of uncertainty and it frightens me that such a deceiving company has access to all of my personal information. 

Bottom line is, Verizon DOES offer Local TV + HBO + internet for $50.00 for 1 year with no contract. I do see my mistake in that I originally wrote $49.99 for the deal, my mistake; I stand corrected that it is $50.00. Please help me understand why the website has this bundle up. The only thing I can think of is that Verizon's Official Website is incorrect which means that you are falsely advertising services and bundles.

I will be waiting for a response. Again, because I work I would appreciate a time to be scheduled for us to discuss this matter on the phone. If you do call and I am unavailable, please leave a message including the name of the person who I will be speaking with and a phone number to call back. I am curious to read what other erroneous statements Verizon will come up with. 

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


Sincerely,

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




 

Business Response: A Verizon representative contacted *** ******* in regards to this complaint. The representative was able to come up with a package suitale to *** *******'s needs. The represenative sent a preview email showing a monthly price with tax of $55.73 with the
HBO, 50/50 internet speed and local TV. This was the best price available.

*** ******* was advised she would be on a month to month basis with no contract. One credit shows
as 24 months and would continue beyond the 12 month price guarantee but she would not be obligated in anyway to keep the services and would have no EarlyTermination Fee. *** ******* has agreed to this plan.

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,

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



 

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Additional Notes

Complaint: When I first became a Verizon Fios client, I received an excellent rate. My monthly costs were under $140 a month. After years of being a customer, my monthly costs for the exact same services have skyrocketed by approximately $60 a month. In July, I spoke online with a Verizon agent and he sold me a new package with slightly lower costs. I received an email estimating my new costs to be $185 a month (I learned today that amount was grossly underestimated and that my monthly bill will be closer to $197; not a savings at all). However, I just received an email this morning saying I owe them $432.82 (my last payment was made on July ** and was for $202.52). What this boils down to is Verizon agents lied to me in order to make a sale, and the rates I was told I would be paying versus what they are billing do not match up in the least.

Desired Settlement: I want all overlapping charges removed from my bill and I want my monthly bill to actually be the cost I was quoted, and not some estimated number that is significantly higher per month. How can these business practices be legal?

Consumer Response: Better Business Bureau:

I am writing in reference to complaint ID ********, which I filed yesterday. I spoke with a third Verizon agent after filing my complaint with the BBB and she told me she should be able to credit my account, as long as she received permission from her supervisor. I am hoping this will be taken care of on Verizon's end without the BBB having to get involved further. I will be in touch should the credits I was promised not come through.

Thanks,

**** ******



 

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Additional Notes

Complaint: I subscribed to the verizon FIOS service in July of 2014 and part of the deal I was told by the sales person that I would get a voucher for $200 which I needed to take to the verizon wireless store and exchange it for a tablet up to the worth of $200. I specifically asked her if I needed to sign up with verizon wireless to avail this offer and I was told no. I received my voucher yesterday and it clearly says that 2 year activation is required through verizon wirelss. Im shocked that a company such as verizon could mislead people in to subscribing to their service my misleading them. I called verizon customer service and they said they were sorry and that nothing could be done. I want to bring it to everyone's notice that this is a totally unacceptable practice and needs to be addressed.Thanks,******

Desired Settlement: I hope they can keep up their promise and send me the tablet. if not i would like to cancel the account and my activation fees and other fees incurred be refunded.

Business Response: Spoke with *** ****** apologized and did credit $19.99 for activation fee. Customer accepted credit and explanation of free tablet

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 was told the credit would be the entire Activation fee of $60 which is billed to me as in 3 installments. Just wanted to be clear on this.

 

 

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


Sincerely,

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




 

Business Response:

*** ****** was advised that adjusting the activation wasn’t our resolution to him not receiving the tablet without the 2 year agreement with Verizon Wireless. *** ****** understands needs to get 2 year agreement with Verizon wireless for tablet. The activation is $59.99 which gets split over 3 months, and that is why the activation was credited only $19.99. Advised the installment billing of the activation fee was cancelled. *** ****** will not see the charges on the next two bills.

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,

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



 

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Additional Notes

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

Desired Settlement: Restoration of the channels I originally had had I not ordered the NBA channel Such as Showtime, NFL, Own, etc. Thank you

Business Response: Verizon made multiple attempts to reach the customer who
failed to return all calls. A letter was mailed requesting a recall by 8/*/14
or the matter would be considered resolved and closed. There was no response from
the customer. Verizon cannot address this complaint without speaking to the
customer.  They have been provided with a
****** ******* number to call to discuss the matter.

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]

 

 

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

 

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


Sincerely,
* *******




 

Business Response: Verizon contacted the customer and re-bundled the account in
order to provide the requested channels. The customer has been advised that
when her contract expires in January 2015, she should contact the company to
determine pricing at that time. The customer has been provided with a *******’s
name and number for any further questions or concerns.

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Additional Notes

Complaint: on tuesday afternoon i called verzon about getting rid of my land line but still keeping my internet i was told by the person i talked to that i could do this so today fri the *** i went to the verizon wireless store and got a wireless home phone system came home hooked it up and called verizon at********** #4then#2 so to my surprise i was told i could not get rid of my land line and keep my internet i am told one thing and something els different later really!! i had to sign for a two yr agreement with wireless so im stuck paying for both not right at all.

Desired Settlement: i want to be able to have just the internet like i was told verizon refuses to do any thing about these **** robo calls i get from 8am till 9 pm so i want the landline gone but not the internet

Business Response: Verizon contacted the customer and apologized that she was
given incorrect information. High Speed Internet is no longer offered as a stand-alone
product. The customer’s account was re-bundled with monthly discounts to reduce
the billing and she was satisfied. She has been provided with the name and
number of a Verizon ******* in the event of any further questions or concerns.

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Additional Notes

Complaint: I called Verizon customer service for my mother who is 84 and lives alone. All the phones were out in our house and this may have been the result of an area power surge. After waiting for a period, I finally got to speak to a woman in customer service. After explaining the problem of all phones out and no dial tone, I was told that it would be more than 72 hours that a tech could make it out to the house. I requested if there was a way this could be escalated or prioritized due to my mothers age and living alone. The response I received was "Sorry but I can't give you a tech that I don't have!" I was shocked. I asked the customer service person that if my mother falls or has a health problem, with no telephone she could be found dead, and how does that sit with Verizon. There was silence! I had to make sure that the customer service was still on the line, so I said "Hello" and then I heard a faint yes. I was told that a supervisor would come on the line, but that never happened. Calling back today, I inquired about a time slot on Wednesday. I was told there are no time slots that we have to sit and wait between the hours of 8 AM and 7 PM. This morning I made several attempts to call corporate and speak with ***** *****, who is the ****** **** ********* of Operational Excellence and ask for her assistance. After making several attempts, I had to give up because no one ever picked up the telephone on the general line and it went directly to voice mail! This is nothing but disgusting!

Desired Settlement: First and foremost, and apology to my mother. Second, a process where senior citizens are given a priority when they are home alone, living alone to have their request prioritized so that if there is a problem; now my mother is without a telephone and is ready to call the state police or someone in state government to intercede as this is not customer service at all and borders on abuse.

Business Response: Spoke with *** ***** (son). He wished to express his disgust with the customer service rep. that took the initial repair call. He stated she was rude and wanted that to be noted. Refer the issue to the rep's ******* and it will be handled internally.  Also states that the service is working fine now. But he is currently seeking a different provider. Issued $8.64 credit case - out of service credit from 7/**-7/**/14.

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]

**** ****** is 84 years old and the other part of this complaint was that she lives alone and what process is Verizon going to put into place to prioritize the handling of those senior customers who only have a land line?  A great deal can happen in 48 to 72 hours,and if she cannot call out or get calls in, and she takes a fall or needs to call 911, and can't, Verizon is then liable! 

What is being done to correct this situation as my mother is not the only elderly customer who relies on one phone?  This is a question that has to be answered and also do to the fact that the corporate number was unavailable and went to voice mail.

 

 

 

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


Sincerely,

**** ******




 

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Additional Notes

Complaint: i have been a verizon customer for more than 2 yrs. i lived in virginia and unbeknownst to me my service contract with verizon was created by their salesperson for 2 yrs.instead of 1 yr although my lease was for only 1 year. i moved back to ny in september 2013 (after my one yr virginia lease was up) i was told that i had to take a 2 yr contract with verizon because the virginia contract was for 2 yrs. and if i did not take the 2 yr. contract i would be penalized $200. so i took the 2 yr. contract. although there were issues monthly with the verizon service due to a problem with their network i paid my bill on time every month i am a disabled person and use a scooter for mobility. I was offered a garden apartment by my landlord to accommodate my mobility issues. this apartment is the same parking lot where my old apartment is.i called verizon to transfer my service to my new apartment that is directly across from my ****** **** address. i told the rep (******) that i did not want another 2 yr contract i want a continuation of my 2013 contract (that ends in Oct. 2015) as everything remains the same. the order # is **************. i was not informed that verizon's policy is to automatically cancel out the old contract and automatically issue another 2 yr contract to the customer without their consent. i called to confirm my service would be a continuation of the 2013 contract & was informed of the automatic issuance policy by **** ** ID #******* and by ******* **** in the sales and service dept. a *** ******* told me that i could go as a month to month customer paying $144/mo. until 2015 but ** **** advised that i would be penalized $120 if i went as a month to month customer. all i want to do is transfer my service without being penalized and being forced to extend my contract by verizon. as a consumer i have the right to choose with whom i do business; i do not wish to be held hostage to the deceptive business practices used against customers by verizon.

Desired Settlement: i do not want to be penalized financially by verizon due to their deceptive policies. i want the remaining time on my contract which ends in october 2015 to to be transferred to my new residence which is directly across from my old residence. please help me with this issue. i have contracts with other businesses that don't squeeze money from customers. they just transfer the accounts to their customers new addresses. why can't verizon do the same without raiding people's bank accounts.

Business Response:

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


Dear *** ******,

This letter is in response to the recent complaint filed by ***** ***** received by Verizon Wireless on 07/**/2014. In her complaint, ***** ***** stated that she is unhappy with the contract requirements for her landline account.  She is requesting her contractual agreement remains the same.

Upon receipt of this complaint, I completed a review of account number ***********.  On 07/**/14, I spoke with ***** ***** regarding her account concerns.  *** ***** stated that she is moving to a new home across the street from her current residence, and she was advised that due to the move, her current contract will be extended for her home phone and internet service. 

Based on the information provided by *** *****, I have determined that this complaint is a misdirected complaint, and it was intended for Verizon Communications, not Verizon Wireless.  I advised *** ***** that the issues she was having were not wireless related.  I informed her that she must file a new complaint to Verizon Communications, the landline company, and their Executive Office will address her   complaint regarding any landline issues she is experiencing.  *** ***** understood. 

Verizon Wireless appreciates the opportunity to respond to concerns.  If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 7:00 AM – 3:30 PM ET.

Sincerely,

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

 

Business Response: Verizon spoke with the customer who advised things worked
out at the new location so she will be staying with Verizon and will keep the 2
year contract.

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,

***** *****



 

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Additional Notes

Complaint: In July I received a debt collection notice; I cancelled service with on 4/**/14 with a refund because I had not had service for over a month. In early July of 2014, I received a bill from a debt collector, ** ****** (ref. no.: ***********) in the amount of $28.62. This is the first I had heard that Verizon thinks I owe them this. On 4/**/14, I cancelled my Internet service with Verizon because I had not had service since 3/**. I spoke with various customer service reps, including supervisors, over the course of a month (totaling over 7 hours!), and was assured service would resume by various dates; it wasn't. (Oddly, despite canceling my account, I received an email on 5.** stating that the outage had fixed and would resume.) Previously on 4/**, I requested a refund/credit for the month I went without service and it was confirmed. Nonetheless, I decided to cancel service and did so on 4/** with a clean bill. In addition to this mysterious charge of $28.62 that I was never billed for except through a debt collector, Verizon emailed me on 7/** with a refund status alert in the amount of $16.80. (Further, I had previously received an email stating I owed them this much, despite them crediting my account because of the lack of service, infuriating customer service, and then canceling my account.) I would prefer not to be in touch with them directly without a mediator, as this has proven a waste of time, and gotten me nowhere. The atrocious customer service is the primary reason I decided to cancel my service. Verizon Account: ************ Cust. Acct..: ***********

Desired Settlement: I do not request any sort of compensation. I would just like Verizon to simply and finally leave me alone; I want them to clear this issue with the debt collector, ** ******, with whom I have already called to dispute the issue on 7/**/14.

Business Response: In accordance with Verizon’s investigation, the customer was
billed $28.62 in error and the account has been credited to a zero balance. The
account has been withdrawn from collection. The account was not credit
reported.

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Additional Notes

Complaint: I have called Verizon several times to fix my landline phone. The first time I called them they told me that a repair man would come at the window of 10-2pm. The repair man came at 2:45. I asked the customer rep to please put a credit on my account as I was never informed about the delay. She said that she would annotate the account and would transfer me over to billing. When I called billing they stated that the account was not annotated and they could not apply the credit. I asked to speak with a **********. She stated one was not available. (I have the customer employee number if need be for verification). On top of this huge delay, my phone is still not fixed. Every time I call Verizon I am always put on hold or sent to new rep to speak too. This is extremely tiring, telling my issue to four different people four times over. The customer service department at Verizon is terrible. They do not care for their customers. This is extremely distasteful as my husband is a military member as well.

Desired Settlement: I was told I would recieve a billing adjustment. An apology would also be in order.

Business Response: Repair ticket, **********, was for scheduled for 7/**/14, between 8am-12pm and repaired. Customer was given a out of service for Phone 23.28 credit, Internet 30.33 credit, video 34.21 credit. Total adjustment 87.82.

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 service is still not working!

 

 

 

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


Sincerely,

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




 

Business Response: Confrimed with *** ********* line now repaired. Per Verizon records *** ********* was out of service from 7/*/14 thru 7/*/14 also 7/**/14 thru 7/**/14.  Total out of service credit issued $87.82.

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Additional Notes

Complaint: I didn't authorized Security Back Up Bundle / 50 gb which is a virus protection with McAfee that cost additional $11.00 per month. I don't use McAfee virus protection and never knew about this service until now. I only ordered Double Play Bundle for 49.99 which is land line and internet service. This is a switch and bait scam. Verizon just add a service without personal contacting the customer.

Desired Settlement: Full refund for service I didn't authorized.

Business Response:
On 7/*/14, we reviewed with customer the charge was detailed
on every  bill. We agreed to provide 6
months credit as a courtesy and the credit totaled $66. The customer is aware
the credit will appear on the 7/**/14 billing statement.

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Additional Notes

Complaint: I ordered Verizon triple play for my home. On installation day, the tech showed up with an incomplete order that did not cover my phone service (I was porting over my current phone number). At that point I refused installation without the phone service. After many calls by the tech to verizon the matter was resolved and I was asked to accept a temporary phone number with the understanding that my current number would be ported over in two days (by July ***). I accepted the offer asking for assurances that it would indeed be ported over in 2 days. I expressed concern that I would have to carry two services (current and Verizon) for 2 days and did not want to be on the hook for paying 2 bills. I was assured that it would be seamless and done by Saturday. But come Saturday no one contacted me. When I called Verizon on Sunday (7/*) I was informed the number would be ported over by Wednesday and I could not cancel the other service till then if I wanted my current number ported over. So now I have to pay my current provider for a full week while I am not using their service! And it appears that Verizon did not even make an attempt to port the number till Sunday (7/*) when I called them again. I am inferring this from the fact that it was on Sunday (7/*) that they had me do a 3rd party verification for transferring the phone number.

Desired Settlement: I should not be charged by Verizon until my phone number is ported over.

Business Response: The customer’s prior number was re-established as of 7/*/14.
The customer was advised that Verizon will follow up for his first bill to be
rendered and apply a credit of $31.74 for the six (6) days that he paid for two
services.

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,

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



 

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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,

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



 

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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,

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




 **

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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,

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



 

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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,

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



 

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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.

 

 

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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,

**** *******




 

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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

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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,

***** ******



 

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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,

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



 

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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,

*******



 

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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,

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




 

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5/8/2014 Problems with Product/Service | Read Complaint Details
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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,

*****



 

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5/7/2014 Advertising/Sales Issues | Read Complaint Details
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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,

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




 

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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.

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

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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,

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



 

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.

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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,

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




 

4/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
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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.

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

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.

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.

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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.  

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4/8/2014 Problems with Product/Service | Read Complaint Details
X

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.

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4/4/2014 Problems with Product/Service | Read Complaint Details
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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,

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



 

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


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


 

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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. 

 

 

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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

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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,

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




 

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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. 

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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,
**** *****




 

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,

********




 

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3/11/2014 Problems with Product/Service | Read Complaint Details
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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,

*** ********



 

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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,

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




 

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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.

****** ****




 

3/4/2014 Billing/Collection Issues | Complaint Details Unavailable
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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.  

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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. 

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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,

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



 

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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.

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.

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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.

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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,

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



 

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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,

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



 

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,

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



 

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1/22/2014 Billing/Collection Issues | Read Complaint Details
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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,

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



 

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.

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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.

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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. 

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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. 

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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,

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



 

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

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

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12/10/2013 Billing/Collection Issues | Read Complaint Details
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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, 

******* ********* 



 

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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,

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



 

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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

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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

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

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



 

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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,

***** ****




 

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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.

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.

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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 

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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,

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




 

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11/8/2013 Problems with Product/Service | Read Complaint Details
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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,
******


 

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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.

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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.

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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. 

10/29/2013 Problems with Product/Service | Complaint Details Unavailable
10/29/2013 Billing/Collection Issues | Complaint Details Unavailable
10/29/2013 Advertising/Sales Issues | Read Complaint Details
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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.                                                                        


                                                                           
              

                                                                                                      


                                                                                                


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

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

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

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



 

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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,

****** ****




 

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

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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.

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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.

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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.

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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.

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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.
 

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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. 

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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. 

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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

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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.

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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. 

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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.

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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.     
 

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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. 

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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. 
 

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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