BBB Accredited Business since

Verizon Communications

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Phone: (212) 395-1000 140 West Street, New York, NY 10007 http://www.verizon.com


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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 13 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 9168 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

9168 complaints closed with BBB in last 3 years | 3262 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 803
Billing/Collection Issues 2769
Delivery Issues 180
Guarantee/Warranty Issues 23
Problems with Product/Service 5393
Total Closed Complaints 9168

Customer Reviews Summary Read customer reviews

125 Customer Reviews on Verizon Communications
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 3
Negative Experience 119
Total Customer Reviews 125

Additional Information

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

Alternate Business Names
MCI Communications Services, Inc. Telecom USA TTI National Verizon Verizon Business Verizon Enterprise Services

Customer Review Rating plus BBB Rating Summary

Verizon Communications has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1095 Avenue of the Americas

    New York, NY 10036

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    13230 Penn Street

    Whittier, CA 90602

  • 140 West Street

    New York, NY 10007 (212) 395-1000

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    Agency Relations
    PO Box 1145

    Cedar Rapids, IA 52406

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    One Verizon Way

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    Boston, MA 02110

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    Albany, NY 12205

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    Room 1050C, Attn: CAG

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    Syracuse, NY 13206

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    Buffalo, NY 14202

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    Pittsburgh, PA 15222

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    New Castle , PA 16101

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    290 W Mount Pleasant Ave
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    Livingston, NJ 07039

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    Washington, DC 20005

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    1790-14
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    700 Virginia Avenue, NW

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    10200 Dr Martin Luther King Jr St N

    Saint Petersburg, FL 33716

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    Mailcode FLTC0616

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/30/2016 Advertising/Sales Issues
8/27/2016 Problems with Product/Service
8/27/2016 Advertising/Sales Issues
8/26/2016 Problems with Product/Service
8/26/2016 Problems with Product/Service
8/26/2016 Problems with Product/Service
8/26/2016 Billing/Collection Issues
8/26/2016 Problems with Product/Service
8/26/2016 Billing/Collection Issues
8/25/2016 Problems with Product/Service
8/25/2016 Billing/Collection Issues | Complaint Details Unavailable
8/25/2016 Billing/Collection Issues
8/25/2016 Problems with Product/Service
8/25/2016 Billing/Collection Issues | Complaint Details Unavailable
8/25/2016 Billing/Collection Issues | Complaint Details Unavailable
8/25/2016 Billing/Collection Issues
8/25/2016 Billing/Collection Issues | Complaint Details Unavailable
8/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Saturday, June **, 2016, I went through the restore services link on my mobile phone to make a payment restoring our internet and cable services. I was given an error message twice saying the transaction could not be completed. I next got my computer and tried through the link on there. This time it accepted my payment on the first attempt. The payment was for $101.78. This is the amount it told me was needed to restore our services. Later in the day I went to the store to pick up toilet paper for our home. My card was declined. When I got on our banking website to check I saw that the payment for $101.78 was taken out twice. Because there were pending charges for gas, it ended up overdrawing my account $53.93. I called Verizon that day and was told there was nothing that could be done until Monday, June ** because the finance department was closed for the weekend. Monday morning I called and was told I had to wait until the payment finished processing and could call back Tuesday morning. I called this morning, Tuesday, June ** and once again explained the situation. I was told that because I have a balance on my account they will not refund the second payment. I explained, again, how it was a computer error on their end that caused two payments to be taken out, and that although we plan on making a payment Friday, July *, we need the second payment refunded because it overdrew our account and will therefore lead to a $37 overdraft fee plus $12 for everyday it is overdrawn. I was still refused a refund of this payment because of my account status. This is stealing, plain and simple. They took unauthorized money and are causing me undue fees because of it.

Desired Settlement: At this point charges have already started being applied to my bank account. Since this was what I was hoping to avoid, I ask that Verizon refund any overdraft fees that are applied to my account between today June **, 2016 and Friday July *, 2016. This should total to $73. Because of these fees I will not be able to make an additional payment on Friday July *. I feel it is only right that a credit of $101 be added to our account this Friday due to their error. I am not asking for the second payment back since money is owed but due to their theft we cannot make a payment on this Friday so they should make that for us by adding a $101 credit to our account.

Business Response:

We have attempted to contact customer Voice mail is full.  Sent letter for contact

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.

 

Neither my husband, or I's voicemail is full.  We have not received any form of communication from Verizon regarding this matter. Nothing has been resolved.

 

 

 

 

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


Sincerely,

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




 

Business Response:

We have attempted to contact the customer via phone and internet and have been unsuccessful in reaching her. We need to speak with the customer to discuss her concerns further and obtain additional information. We have sent a call me email and will follow-up with the customer if she contacts us.


8/24/2016 Problems with Product/Service | Complaint Details Unavailable
8/24/2016 Problems with Product/Service | Complaint Details Unavailable
8/24/2016 Billing/Collection Issues
8/24/2016 Billing/Collection Issues
8/24/2016 Problems with Product/Service
8/24/2016 Problems with Product/Service
8/23/2016 Billing/Collection Issues | Complaint Details Unavailable
8/23/2016 Problems with Product/Service | Complaint Details Unavailable
8/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I am a disabled veteran and I was medically retired from the USN a few years ago. I live in Leesburg, VA and have most recently purchased services from Verizon since 12/2014. About a week ago my HBO service stopped working and because of the time consumption usually experienced with calling the online support or the telephone I waited until I had less than optimal time to consume on the matter. Today, Sunday 07/**/2016 I spent from 11:27 to 12:35 online with a representative who could only say "I don't see HBO in your contract even though I noted that I had been viewing the channels for months. I then telephoned the ###-###-#### number and spend more than 2 1/2 hours on the telephone with a representative who made the same statement about my subscription not having HBO and then pretending that he would look and get a better price for the service with HBO included. While I had received a pop-up note to renew my services with VERIZON; it is not time to renew my bundle package. The representative, who says his name is Tosc or Martin came back to the telephone several times but he did not give a price that was better than the one I have. I currently pay more than $150 a month and HBO was the only premium channel and Hallmark was another outside of the basics and he stated that he could not get his supervisor to approve any price better than what I am currently paying even though he is the one who brought the subject up. I am paying for HBO each month and I will have what I pay for. Prior to him having me disconnect the box and TV there was a note on screen:"You are subscribed to the HBO 400 Channel..." but after he wanted the TV and Box disconnected it read differently and he could not seem to reconcile the amount of the monthly payment and services being received. He stated that he would call back after 15 minutes and it was 2:48 and I have not received a call and it is now 3:15 pm. Your assistance in this matter is appreciated. Best regards, Ruth Molyne ###-###-####

Desired Settlement: The HBO should be activated and a lower price for the contract since the Customer Service Representative was falsely advertising that he could provide a lower price. I would also like to be compensated for my time spent on the telephone and online to solve this problem which still exists. Please also note that in 2015 I filed a Chapter 7 Bankruptcy; however, VERIZON was not discharged and I never missed a payment to them throughout the proceedings. Thank you Ruth Molyne

Business Response:

Upon receipt of this complaint we corresponded via email with *** ****** and addressed all his concerns.  He responded that he was satisfied. Below you will find a copy of the correspondence.

 

I've addressed all of the customer's concerns via email with her: Thank you for replying to my email.  The new contract that you agreed to last month has locked in your discounts with a Triple Play price of $124.99 that is valid thru 7/**/18.  The new contract also allowed our representative to provide you with HBO free for 12 months.  Your account had an existing $20/month Valued Customer Discount that is valid thru 3/**/17 and that discount is still in place with your new contract.  While it could not be extended, it has been honored thru its original ending date in March 2017.  Altogether your account is receiving $70/month in discounts and this is the maximum we can extend to you.

Please know that all of our advertisements indicate that the advertised bundle rates do not include equipment rentals and premium channels and they are additional and this is the industry standard since equipment and premium channel selections are unique to each customer.  Please also understand that your FiOS equipment is rented from Verizon and therefore you have monthly rental charges.  If the equipment becomes defective, you will be provided with working equipment in its place without having to purchase new expensive equipment. 

With respect to the veteran's discount and faxing information over...our Verizon Wireless Team participates in the Veteran's Advantage Program which is a membership you purchase and this affords you a discount on wireless/cell phone services.  Verizon FiOS offers a Verizon Connections Discount for some plans and you can visit *************************** to determine if you may qualify for this discount as a veteran.  No membership is required for our Verizon Connections Discounts.

Your FiOS account has a balance of $148.52 and the balance is due by ****.  There is no payment due on ****.

Unfortunately we cannot compensate you for time spent on the phone making changes and reviewing your account.  Please know that we value you as a customer and today I have applied a $50 one-time credit to you.  You can deduct this $50 from your next payment and remit $98.52 by 8/**/16 as full payment on your 7/** billing statement.

I hope that we have now fully addressed your concerns.  Thank you for taking the time to provide us with your valuable feedback.  We are constantly striving to improve the customer's experience.  If you have any other questions, please don't hesitate to contact me.  Thank you for choosing Verizon.

8/23/2016 Problems with Product/Service | Complaint Details Unavailable
8/23/2016 Billing/Collection Issues | Complaint Details Unavailable
8/23/2016 Problems with Product/Service | Complaint Details Unavailable
8/23/2016 Billing/Collection Issues | Complaint Details Unavailable
8/22/2016 Problems with Product/Service
8/22/2016 Problems with Product/Service
8/22/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Created two accounts for the FIOS service at a location, one is under my name and another was under my wife's name. I found this double charge issue after I made two monthly payments. Telephoned the Verizon customer service and explained issue on May **, 2016. Verizon partially refunded my monthly payment ~$87, however, the charge from account creation date March **- terminated date May**, 2016 about ~$114 was non refundable.

Desired Settlement: Hence, double charge is not acceptable and request to refund double billed amount ~$114 to my credit card.

Business Response:

The account ending in 00001 was disconnected on 5/**/2016 and we have credited the final balance of $114.03, as the account was created in error. We have attempted to contact the customer to advise him of the resolution; however he is out of the country.


8/22/2016 Advertising/Sales Issues
8/22/2016 Advertising/Sales Issues | Complaint Details Unavailable
8/22/2016 Billing/Collection Issues | Complaint Details Unavailable
8/22/2016 Problems with Product/Service
8/22/2016 Delivery Issues | Complaint Details Unavailable
8/20/2016 Problems with Product/Service
8/20/2016 Billing/Collection Issues | Complaint Details Unavailable
8/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On July *** I called to discuss my contract since it was expiring in a couple of weeks. The girl I spoke with told me she could get my monthly bill lowered from $163.00 to $125.00. I agreed and she was suppose to send confirmation which never came. On July **** I called and talked to another CSR who said he found notes of my previous call and would honor it. He even sent me an email on company letterhead stating the $125.00 price but said I would get a bill for around $165.00 but just call and give my reference number and they would change it to $125.00. I got my bill the other day and called tonight only to be told there was nothing in my account about this. Once I said I had an email on company letterhead stating the $125.00 price he found it but said that I would have to take a smaller package to get that price. If this isn't "bait-n-switch" then I don't know what is but I am not going to have a company that makes the profits that Verizon does telling me one thing and then doing another.

Desired Settlement: I will pay the $125.00 per month AND I want the monthly bill changed to $125.00 so I don't have to go through the BS I went through tonight. Also, I expect the same level of service on all 3 items that I have now.

Business Response: upon receipt of this complaint we spoke with *** ****** and adjusted the 07-**-16 bill of $167.83 down to $125.69.  We also have set a recurring credit of $35.14 for 12 months, beginning with the 08-** bill to offset the missing $30 credit  for 12 months.  *** ****** questioned the possibility of another credit in 12 months.  We advised we can't guarantee the value of the credit that may be avail in 12 months, but we will follow up with him in August 2017 to see what is available.  *** ****** was satisfied and had no other concerns.

8/19/2016 Problems with Product/Service | Complaint Details Unavailable
8/19/2016 Problems with Product/Service
8/19/2016 Billing/Collection Issues
8/19/2016 Billing/Collection Issues | Complaint Details Unavailable
8/19/2016 Advertising/Sales Issues | Complaint Details Unavailable
8/18/2016 Problems with Product/Service
8/18/2016 Billing/Collection Issues | Complaint Details Unavailable
8/18/2016 Problems with Product/Service
8/18/2016 Problems with Product/Service | Complaint Details Unavailable
8/18/2016 Billing/Collection Issues | Complaint Details Unavailable
8/18/2016 Billing/Collection Issues | Complaint Details Unavailable
8/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My grandfather passed away and I am under his account. On July **,2016 my husband and I moved to our new location. We notified Verizon and was told by the customer service the date for the technician to come was 7/*/16 from 3pm-7pm. My husband waited all afternoon. After several hours we called Verizon. We were then told that the technician will come from 7:15pm-8:15pm. The technician NEVER CAME. We didn't even get a call. We called Verizon again to talk with a supervisor and was put on hold but then got hung up on. We called Verizon for the THIRD time that night, to try and set up another date for July **,2016. We spoke with a nice gentleman. He told us that I would have to wait all day on July **** "for there is no specific time." I was OK with that since it was my day off. I later look in my email and see that the time scheduled is not for JULY ****! We also informed Verizon weeks ago (June ****) that we wish to shut off service on our old address. We wished to cut off service on JUNE ****. We were assured by customer service that this will be done. Today we found out other wise. This was not cancelled! Ironic because we were told that my grandmother can't get basic cable until we shut off our service we had at our old address. *Grandmother wanted her own account* We are now forced to pay $190 by July **** and WE HAVE NOT HAD ANY SERVICE SINCE JUNE **! We do not wish to pay this. We have been customers with Verizon for some time and we were happy with the service until now. We would like to keep the service and would like an honest technician to keep the time that was scheduled.

Desired Settlement: We wish to be reimbursed since we have not had service since June ****. We would like to have a Verizon technician actually come to our residence at the time scheduled. Since my grandfather has passed, we wish to be known as a "new customer," and have a better rate as a customer.

Business Response: The customer was contacted and she advised that she had installed the service herself. The customer discussed her billing questions regarding her grandfather's account and her husband's account.  The representative explained the balances on both accounts.  The representative also confirmed that there were no charges for installation or activation on the account.  The representative noted that the customer understood and had no further questions. 

8/18/2016 Billing/Collection Issues | Complaint Details Unavailable
8/18/2016 Billing/Collection Issues | Complaint Details Unavailable
8/17/2016 Billing/Collection Issues
8/17/2016 Problems with Product/Service | Complaint Details Unavailable
8/17/2016 Problems with Product/Service
8/17/2016 Billing/Collection Issues | Complaint Details Unavailable
8/17/2016 Problems with Product/Service
8/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In April 2016, I renewed my contract over the phone with Verizon. The agreed upon rate was $135/month. I was told that the price would include a Quantum Gateway/Router, which would be accounted for via credits on my bill. I was told on my initial renewal of my contract that all bills going forward would reflect the rate of $135/month. Since then I have received bills for: May 2016: $154.65 June 2016: $157.83 July 2016: $154.66 August 2016: $143.71 Every month I have called the Verizon Call Center to have the issue resolved. Every month I am assured over and over again that the billing issue will be resolved going forward. Unfortunately this is not true. If you look at my billing payments since the renewal of the contract, I have been paying $135/month with no overdue balance. This is due to ONE TIME credits being issued. I have continually asked to have the issue resolved permanently so I do not have to call EVERY MONTH to get my bill corrected. I am continually promised that the issue will be resolved going forward, but it is never the case. I have asked for (and been promised several times) call backs from managers to confirm resolution. This never happens (even though I am consistently promised it will happen). I have asked for emails/hard copies of the confirmation of the supposed resolution that I am consistently promised to be sent to me. This apparently is not possible. I have asked several times for Verizon to pull all phone calls so that we can review the recorded calls together, dating back to initial renewal of the contract. I have been given a complete run around on this process and completely dismissed when I ask about reviewing recorded phone calls. In my most recent call today (8/**/16), I was told that I would be expected to pay $145/month going forward due to an expiring credit on my account (which frustrates me even more). I was also told that I should be expecting a call back from a manager. At the time of submitting this complaint, I have not received a call back.

Desired Settlement: At the end of the day - I want to keep my services and equipment that I currently have and receive a bill for $135 per month. I have been paying $135 per month and would like to keep it that way. I do NOT want to have to waste 2 (and in many cases more) hours of my time every month to resolve a Verizon system billing issue. I just want to be charged what was promised and pay that amount and NOT have to contact Verizon monthly to resolve the issue.

Business Response:

A customer service representative spoke with the customer regarding his billing concerns and apologized for the problems he experienced.  Our records show that the customer’s bill was to be adjusted $12.00 each month until March 2017 to compensate for the price of the router, lowering his bill to $145.00 per month.  The customer stated that he had been advised that his monthly amount would be $135.00. The representative reduced his bundle amount to $94.99 which will bring his bill to approximately $135.00 after the adjustment of $12.00 for the router.  The representative explained that the bottom line price can be affected by tax, surcharges & equipment.  The representative noted that the customer understands and is satisfied with the resolution.

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,

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



 

8/17/2016 Problems with Product/Service | Complaint Details Unavailable
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8/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over the past month we have lost our landline service twice. On both occasions we scheduled a tech to come to our home to fix the problem. On both instances the tech never arrived or called to reschedule, wasting two full days of my time. As of the writing of this complaint we have not had land line phone service for five days and I expect it will be longer until they are able to come out fix the problem.

Desired Settlement: I expect Verizon to complete the required repairs. Also, since I have already wasted two days waiting on the Verizon tech I would expect that when they come to fix the problem I am the first call on that day. I will not waist another day waiting for their tech.

Business Response: Upon receipt of this complaint we sent a tech to the location who spoke with the customer and confirmed the line was working.  Tech advised the line cleared on its own 

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 agree that the line is now working but I do not agree that the line "cleared itself".  The tech told us that he had to run a new line to our home to get it to work.  So either the tech lied to us or he lied to corp.  If as they say the line "cleared itself"  I can only expect that it will go our again the next time we have a severe storm.

 

 

 

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


Sincerely,

***** ******




 

8/16/2016 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: When I signed up for my service a year ago, the representative I spoke with promised me the following pricing plan: Years 1-2: $29.99 / month Year 3: $39.99 / month Year 4: $49.99 / month When I got my first bill, I saw that the pricing tier was: Year 1: $29.99 / month Year 2: $39.99 / month Year 3: $49.99 / month Year 4: $59.99 / month I immediately called Verizon and spoke to Lili C**** ###-###-####. She opened Ticket # ******* and Special Order # ************* to take care of this. When I got my next bill, I saw that the discounts being applied had not yet been updated. I spoke to a representative named Venus who worked with Supervisor Trisha to get this taken care of. She said she made a notation to my ticket explaining this and forwarded my account to the Exceptions Office. My bill is currently $39.99 / month. I was told several times by Verizon representatives that this would not be the case.I have tried several times to get in contact with Lili C**** over the last year after my first interaction with her. I left several voicemails, eventually getting the notice that her voicemail box was full, and this morning found her number to be disconnected.

Desired Settlement: I want to be credited $10.00 to my account and have my bill adjusted to be $29.99/month for the remainder of this billing year, per the above pricing structure.

Business Response: Upon receipt of this complaint we made attempts to reach *** ******; leaving messages.  Our Calls have not been returned but we have confirmed that *** ****** spoke with someone in customer service and they have given a $10 recurring adjustment for 12 months to make the price $29.99.  If *** ****** has any additional concerns/questions he can contact us directly * ###-###-####

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 responding to ensure this complain remains open while I wait for a callback from Verizon.  According to my account online, my official bill is still $39.99/month.  Verizon has applied a credit of $20.00; I believe this to represent $10.00 for the 7/**/16 bill and $10.00 for the 8/**/16 bill.  I have received an email from a Verizon Representative named "**** ******" stating that "... [Verizon] added a $ 10.00 recurring adjustment to make the amount $ 29.99 for the next 12 months." (See Attached).

When I got my first bill and noticed it to be different from what I agreed to over the phone, I immediately called Verizon to get it straightened out.  Over the course of the next 12 months, I had contacted Verizon and spoken with representatives roughly once every 3 months because my bill had not yet been updated.  I received assurances that, come July, it would be fine.  I was told supervisors were already involved, the account was being forwarded to the Exceptions Office, and that notations were added to my support ticket, etc.  This is clearly a case of Verizon and their representatives knowingly and willfully not addressing my complaint with the expectation that I would just accept the increased charges and cease my complaints.  My current fear, is this:

That Verizon has only made a change to my bill for the first two months in this billing year.  That I will need to diligently monitor my bill and accounts to ensure that the appropriate amount is being deducted.  That I will continue to lose wages, being forced to waste hours of (what should be billable) time each month with Verizon to ensure my bill is correct.

An acceptable solution for me, would be for Verizon to add a lump credit to my account which would total $10 * 12 mo. = $120.00.  I would continue to pay $29.99 per month, but this way my official bill would reflect the correct amount to be paid, as opposed to me just hoping that Verizon would continue to deduct $10.00 each month with a credit I cannot see.  Please note, a *total* of $120; with the $20 credit currently on my account, that would only require an additional $100 of credits.

Another acceptable solution for me, would be for Verizon to send me an official .pdf of what my expected account payments will be for the next 11 months; something showing my account number, the $39.99 current bill, with a $10.00 discount applied.  Some type of additional assurance that I will not need to contact Billing every month.

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


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



Business Response: Upon receipt of this complaint we spoke with the customer 08/**/16 at 6:56 pm, advised *** ****** a $10 recurring adjustment for 12 months has been added to the account. Informed customer the credit post to his account after the bill prints so will it the following month. We explained after the credit price remains $29.99 was previously promised. *** ****** understood and requested this information be sent to him in an email.  email was sent

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 family and I have had a recurring issue with payments. The first being that until two weeks ago we were unable to see our payment due amount, therefore obliged to pay an assumed amount. We are also unable to see our payment history, or current bill. The second is payments are not being cleared from our verizon account, but the payment is deducted and reflects on our bank statements. Thus, resulting with suspended service threats or partially suspended services. We've called customer service for this very issue multiple times, every month for the last six months, and in some occasions we are told we would be called within 24 hrs and never do, upon requesting a confirmation we seldom provided one. Most recently we've been told we paid in full and just today got a bill for $71.28, which would be about 2 months worth typically. It is incredibly frustrating not being able to have a reliable source of information despite my family having been a verizon customer for over 30 years. Any help would be incredibly helpful.

Desired Settlement: We would appreciate being able to have an appropriately working website and account to retrieve, verify, and have reliable information. We would like to understand why our payments are not clearing out in the account despite the reflection of payment on bank statements.

Business Response: Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate. Our representative spoke with the customer's daughter who verified the account. The representative resolved the on-line issue with the customer's daughter. 

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Additional Notes

Complaint: My service (DSL - phone and the internet) has been out for several weeks. There is a local outage related to equipment outside my home and was told initially it would be fixed by 6/**/16. When that date passed with no restoration of service, I was told it would now be fixed by 7/*. A Verizon person by the name of Rose called 1 week ago and stated they wanted to make an appointment for a service call 7/*/16 between 8am-6pm. I arranged to take the 7/* day off and lost a days wages to accommodate this service appointment. They did not show up and a Verizon employee named Alice called at 4:30pm to say that it would not be fixed until 7/**. When I asked why an appointment was made, why a confirmation call was made to me 24 hours before the appointment to ensure I would be home---the representative hung up on me. I hope there is a recording somewhere, because I was very calm, nice and was in no way angry or abusive. Just trying to understand why the appointment was made when clearly there is no problem in my home. So her hanging up on me was a huge shock and completely unprofessional. Not a single apology was given. FYI I lost $750 for a full day of work. I've not had a home phone or internet for weeks, yet am still getting a bill I must pay. I was told I must still pay the bill & they can't refund me the money until after the outage is resolved. How can this be acceptable? There is no way to complain on Verizon's website and Alice said she was a supervisor.

Desired Settlement: Better service from Verizon and an apology. There seems to be no value for my time or inconvenience. While i realize they will not refund me the $750 I lost from taking off from work, some form of refund or credit is due and it shouldn't be my responsibility after the issue is fixed to chase their customer service department requesting a refund. They should handle that automatically.

Business Response:

Please be advised Verizon records do show *** ******* was part of an area outage from June **, 2016 to July **, 2016. The phone and internet services were restored, but *** ******* advised us on July **, 2016 she still had static on her line.  We have attempted to reach her since then to set up a new appointment with access to the home, but have been unsuccessful.   We sent an email August *, 2016 to contact us by phone or email is still have an issue with noise on the line and a tech is needed.  Verizon issued a credit for two months of service issues due to the trouble reported problems in May and then the extended outage in June/ July.

 

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

 

Thank you,

 

Verizon Executive Relations


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Additional Notes

Complaint: Good morning. I have never filed a complaint through BBB, and am saddened that it has even went this far. Thank you for taking the time to read this. Around the beginning of June of this year, the Comcast service I was using was ending, and I was looking to get quotes on local internet services to make the switch. I contacted a few companies, and when I reached out to Verizon, I thanked him for the quote and said I would call back if I chose them. I understand his job is to sell, but the entire time on the phone he was very pushy to get me to begin their service that day. I was hesitant, because again, I wanted to price around and see which package was best for my personal needs. He assured me that there would be no additional start up or end fees. I proceeded to tell him that I would like to WAIT to purchase, and make my decision later that day or in a few days. The Verizon rep then said that I might as well just try their service, because they offer a free 2 week trial. If I were to contact them on June ** (the end of my two weeks) and cancel, there would be no charge and they would drop the service. I questioned that, because I had never heard of a trial week through Verizon, especially. He agreed and said yes, we do offer the two weeks just for customers to see how fast & great Verizon is compared to the others. He told me that would give me time to make my final decision, so to worry none and enjoy the internet for two weeks. Again, I understand his job is to sell me, but I don't appreciate being lied to. (At the beginning of the call, it states that these phone calls are recorded.) On June 17th, I call to have my two weeks changed. I had decided to go with XFinity internet. I was on the phone with a different Verizon rep who says no problem, and sends me a confirmation while on the line. I question the free trial phase, and he tells me that Verizon does not offer two week trials. My bill states that I owe $83.98 for Services & Equipment, and then $52.32 for a Requested Change in Service, and $9.19 in other charges. Keep in mind that this is TWO WEEKS of a "free trial". I then asked the rep to speak with the supervisor, and she proceeds to be very short, annoyed by my calling, and just continues to tell me that Verizon does not offer two week trials. I understand that now, but when a Verizon rep has downright lied to the customer, I do not feel obligated to pay. I explain this, and asked if she could pull the recording, as this was unfair and I was lied to. She cuts me short and says sure, we'll check. She then tells me that it will take 2-3 business days, so by that Wednesday I should hear back... I never heard back. I waited to receive my next bill to see if changes were fixed. Nothing. I have paid my regular bill, but have not paid the balance of $143.49 because again, I was told this would NOT be charged, and to give Verizon a try! I do not feel that I am being unreasonable or asking too much, and can not believe how rude and poorly Verizon's customer service has been through this. I understand that they do not offer the free trial (now I know), but I hadn't even asked for a trial to begin with...the rep I initially spoke with insisted on this free two week trial!! Please help me. I am trying to handle this the best way possible, but I also do not have money to throw out the window like this. I have continued paying my usual bill, but can not seem to get through to Verizon that I do not owe this. Thank you so much for your time in dealing with this matter!

Desired Settlement: I do not owe Verizon $143.49. That needs to be removed completely. My regular bill is $32.49 for basic TV & DVR services. That I continue to pay, but not the $143.49.

Business Response:

Please be advised we have been unable to reach *** ****** to discuss the complaint, but have sent the attached letter as a response.

 

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

 

Thank you,

 

Ms. M****

Sr. Analyst

Verizon Executive Relations


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Additional Notes

Complaint: This is for my business voice line service (###-###-####) which we have for 11 long years with Verizon all 11 years. I remained loyal and regular paying customer for all these 11 years. Due to our business was not doing good, back in April I called Verizon to find out if any way the bill can be reduced. I also removed maintenance plan as I never used it for 10+ years and that way can lower the bill a little. The representative reduced voice bill by $5 by changing some package or product however, did not inform that this will activate 2-year contract. I was told that contract email was sent but I might have missed it. Now I ended-up closing the non-profitable business entirely and, called Verizon to close the account (###-###-#### *** ***). At this time, I am told that there will be $136.02 termination fee as part of whatever has been done on my account in April. I tried to explain the situation but was told nothing they can do about it. I received the paper bill and again called yesterday (8/*/2016) to speak with someone in finance department and also again someone in customer service. They understood the situation but again told that nothing they can do about the charges. For past 11 years I always paid in full before due date, also paid for maintenance plan but never used it. And now I feel I am being punished for making a call in April asking to help reduc my bill. Isn't there any mercy for 11 year old loyal customer?

Desired Settlement: Considering my 11 years of loyalty, if you please take out the unnecessary termination fees $136.02 from my account.

Business Response:

 

Verizon has declined waiving the Early Termination Fee.  The change was shown on *** ******* invoice, and he also sent an email confirming the addition of the new term.

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:

During the phone call in April, at no point representative informed that in order to very little bill reduction (by around $4) it will bind with new 2-years contract. I would never agreed to any such contract with struggling business which is closed now. Verizon tricked the 11-year long loyal customer to pay $130 (ETF) by providing $4 discount for 3 months.

 

Yes I might have missed read/understand a lengthy contract email however, there should have some courtesy and fairness while treating 11-year long loyal customer who disconnected service for a genuine reason VS. few months old customer with payment regularity issue. Please take partial responsibility of your miss/no information during April call or, have negative ratings from the 11-year old customer.

 

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


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



 

Business Response: Verizon's position remains the same. The Early Termination Fee will not be waived.  The change was shown on *** ******* invoice, and he also sent an email confirming the addition of the new term.

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:

You may close this case as Verizon do not seem to have any appreciation for 11-year long reliable customer.

 

Thank you,

******

 

 

 

 

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


Sincerely,

****** *****




 

8/11/2016 Problems with Product/Service
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Additional Notes

Complaint: My 93 year old mother was admitted into a nursing home in ********** ** on 6/*/2016. I was concerned about not having a direct means of communicating with her and therefore applied for free cell phone coverage. However, due to her age and lack of technical savvy, I decided that a landline phone would be easier for her to use owing as to how she is familiar with its use. The nursing home is only equipped to service with Verizon, which was activated on July **, 2016. Unfortunately, she was unable to use the landline phone also. I canceled the service approximately six days later, around July 19, 2016. I of course expected a bill for the six days, but was rather flabbergasted when the bill arrived for the amount of $63.21. But seeing as that Verizon has the right to charge what they believe is appropriate, I had no issue paying it. The issue was the process of paying said bill. It took me four days to make this simple transaction, and not to my satisfaction. I first tried contacting them with my cell phone. Their automated system would ask me if I was calling about my wireless account, and when I responded "no" it would take me to Verizon Wireless anyway. When I was at last able to get an automated system to allow me to pay by credit card over the phone, I was informed that it would cost an extra fee of $3.50 for the privilege of paying my bill. There was certainly no way I would do that and simply went online to pay on the MyVerizon website. For four consecutive days I kept receiving "MyVerizon is temporarily unavailable". So I phoned Verizon once again to explain that I wanted to pay them without incurring a phone service fee since their website was not functioning. After frustratingly trying to navigate their horribly user-unfriendly automated system, being disconnected several times, and reaching incorrect departments, I finally spoke to a representative who said I could pay by phone and Verizon would waive the $3.50 fee. He asked me to hold while he transferred me to the correct department, where I was promptly disconnected once again. Finally, after approaching close to an hour today and on the fourth day of simply trying to satisfy my obligation to pay, I reached the correct person, who informed me they could not waive the fee. He did say I could pay by mail or at a Verizon drop-off location to avoid the fee. Okay, but I am disabled (Type 1 Diabetes and a kidney transplant, making any travel occasionally problematic), I wanted to pay in the safety and convenience of my own apartment. But ***** I could barely even hear the person and had no clue as to the proper gender) insisted those were my only options, take it or leave it. I was forced to acquiesce and pay the bill, bringing the total to $66.71 for six days of phone service. My requests are twofold: a written apology for how I was treated, spoken to, and their abhorrent and unyielding policies; and a refund of $3.50 for the phone service fee, which I believe I was coerced into paying. Of course I realize asking for a $3.50 refund is rather trivial, but I don't care. Honestly, with my mother's and my current medical issues, I'd rather have that $3.50 in my pocket than Verizon's.

Desired Settlement: Refund of $3.50 phone fee and written apology from Verizon Communications.

Business Response:

A Verizon representative contacted the customer and apologized for his customer service experience.  The representative also advised that further review of his contacts would be made to identify coaching opportunities. A letter of apology was also emailed to the customer.

The representative explained that since the account had been closed she was unable to credit the $3.50.  The customer advised that he understood and was satisfied with just receiving the apology letter.

 

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 have been a verizon customer for more then a decade. last week i spent 3 hours on the phone with them. this past sunday another 3 hours. in short they cancelled my internet protection and as a result i had viruses infect my new lab top. ( i am not sure why it was cancelled since i paid for it in my old phone package and in my new phone package) as a result of their poor costumer service i changed to ******* for phone and internet.

Desired Settlement: #1. I would like my old number ###-###-#### transferred to ******* without any fee and as soon as possible. This number is listed in multiple hospitals where my children receive medical care. I should not be charged since i left verizon due to their incompetence. #2. they overcharged my last bill i was supposed to have a credit 9.99 toward my next bill i would like to make sure i receive it as a check #3. in the past when i had other accounts with verizon there are superfluous charges when you close an account i want to make sure they dont send me unnecessary bills. thank you

Business Response:

A Verizon representative spoke with *** ****** 8/*/2016. The representative issued an order to re-activate ###-###-#### at **** * ** ******** ** so that she can port the service to another provider. The representative agreed to follow up the bill to adjust any connection charges billed. There are no other billing issues at this time.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  As of this time it has been resolved to my satisfactory my phone number is now working once again.  I just want to make sure i receive my refund due to me from last month verizon billing error and and no  new surprise bills.

Sincerely,

**** ******



 


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Additional Notes

Complaint: I have a valid and active Verizon Fios account. I have a valid username and password. Verizon has verified this. About two-three weeks ago all of my premium apps such as HBO, Starz, Showtime, etc all stopped accepting my Verizon username and password. No one at Verizon has fixed this problem. I have only been bounced from customer service to customer service rep with absolutely no resolution. Also I have been hung up on with no return phone call. This is absolutely terrible customer service. You can't even call it customer service. It's been nothing but aggravation with no help. Every person I have spoken to at the company has been extremely incompetent. I don't believe this is an accident, I believe Verizon has trained their reps to do this because there can be no way possible that many people at one company have no idea how to help customers. I have also been reading other customer complaints online and this seems to be a rampant problem with them. I pay my bill every month on time with absolutely no lateness and this is the awful service I get. I can't get back all the hours and minutes of my life they have wasted.

Desired Settlement: Would like to be able to access my premium apps on my IPad again using my valid username and password.

Business Response:

 

Verizon issued a repair ticket to correct *** *************** customer profile.  The ticket was completed, and the customer's issue should now be resolved.  Unfortunately, several attempts to follow-up with the customer have been unsuccessful.  We have left messages with the proper contact information should *** ************* encounter any additional problems.

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Additional Notes

Complaint: I have been charged for a service that had not been working for an unknown amount of time. I attempted to fix the issue via the online system with negative results. I checked my bill for a three month time frame and found that I had indeed paid for a service that was not working. I attempted an online chat with a tech and a person-to-person phone call with another tech; both resulting in the service still not working. The last tech sent out a physical person to check the system. That tech told me that the service that was on my bill was not on his version of my account. He had to manually adjust my account at my house to have the problem fixed. I received my bill today and was charged for the tech visit. I was told that even though Verizon was charging me for a service that, on their end, was not actually on the account, that I would be responsible to pay the tech visit fee of $49.99. After speaking with the customer service rep for several minutes with an unfortunate language barrier, I think the tech fee has been removed from my bill. However, there was no resolution regarding the continual charge for a service that I have not been receiving or an explanation as to why the service was on my bill but not the actual account.

Desired Settlement: The only reasonable outcome is for the tech visit fee of $49.99 be removed from the account and some type of compensation for the dishonest charges on my bill that were not on my actual account. I have been a loyal customer to Verizon and Verizon wireless for a decade and deserve better treatment then this.

Business Response:

Please be advised I spoke to **** ******** to review the situation and apologize for the inconvenience this matter has caused.  We confirmed the account received credit for the $49.99 tech visit fee that will appear on the August *, 2016 statement.  The account also received a credit of $50.95 for the TV equipment for the time it was not working.

 

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

 

Thank you,

 

Ms. M****

Sr. Analyst

Verizon Executive Relations


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Additional Notes

Complaint: On 11/**/2014 Verizon installed phone and high speed internet at my home. Within an hour with the Verizon technician still present, it was apparent that the service was not working correctly. The Technician instructed me to call Verizon to cancel the services because he was unable to resolve the issue. As instructed, I immediately cancelled the services. I was told that there was no further action needed since I had cancelled the services within 24hrs of installation. 6 months after, I started getting harassing calls from Verizon and their collections partners. I was told that i needed to return the equipment that was left at my place. So on 7/**/2015, I mailed the Verizon equipment to Verizon c/o CTDI C/S & EBM Ops. via UPS. It was delivered to their ************ ** ********** ** on Tue ** Jul 2015 12:01 PM. I have informed Verizon of this several times. however, I am still being harassed and now my credit has been affected for just an hour of bad service. I have done everything that i was told to do. This is not right. I don't know what else to do.

Desired Settlement: Please leave me alone. I want an acknowledgment that I do not owe Verizon anything. I have a job that does background checks and credit checks. This may eventually impact me. I am requesting that Verizon stop harassing me and do a better job of tracking internally.

Business Response:

Verizon investigation located Account number **************** with phone number ###-###-#### is showing a balance of $43.74 due in with a final bill received date showing as 12/**/2014. Records reflect as the account was not credit reported.  On 8/*/16, Verizon Appeals Billing representative spoke with *** ******* and apologized for her frustration. The representative explained she was billed Unreturned Equipment Charges because she did not return the equipment within 30 days. She stated she mailed the router back as soon as she was aware there was a bill. The representative issued credit totaling $43.74 to bring the bill to a zero balance. 

 

Joyce D****

Verizon Executive Relations Sr. Analyst

 

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 your efforts and support. 

Sincerely,

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



 

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Additional Notes

Complaint: On 5/**/15 I called Verizon customer service to complain that since my service was installed on 5/**/15 I have been unable to use my fax machine which I was able to use before I switch from cable vision to verizon. I asked the representative for assistance in setting it up since the technician who disconnected it didn’t reconnect it when he installed my service. After talking to him for a few minutes ,I realized that he had no intentions of helping me and was more focused on selling me a new product. He started to explain to me that I would need a jack mounted in order to get my fax machine up and working again and that since Verizon does not install jacks for free I would have to pay for it. I told him that I had no intention of paying for a jack to be installed because when I signed the contract with verizon it was on the premise that all my communication devices that I had with my cablevision service would be up and running once the installation was completed. After several minutes of trying to sell me his new product to which I say no each time, I finally got frustrated and ended the call. The next day 5/**/15, I opened my email and saw an email from Verizon that I had placed a new order for “FIOS DIGITAL VOICE ADDl LINE”for $9.99 and an itemized bill of what my new monthly bill was going to be. I immediately called Verizon customer service and told the representative that I spoke to that I did not place that order. She told me she would remove it and make the necessary adjustment to my bill. I then received an email that the order was removed and an itemized bill of what monthly bill would be which is $119.55. This was the same amount I was told my monthly bill was going to be when I signed the contract for the service so I thought the problem was resolved. One year later, I realized that it wasn’t. 7/*/16, I logged on to Verizon to pay my bill and realized that my bill had increased by $10. I called Verizon to make an inquiry and spoke to a customer service representative who identified herself as Agnes. According to Agnes it is documented in their computer that when they removed the $10 it was as a temporary “****** ******** ********” because I had threatened to cancel my Verizon service. She was rude and would cut me off mid sentence each time I try to explain to her what really happened. It would seem then that Verizon expects me to pay for an order that I did not place nor received. Later that evening a received a survey from Verizon about my recent customer service experience and I voiced my opinion on the lack of courtesy by Agnes and her inability to listen and try to resolve my valid concerns. To date no one as contacted me about the issue. Since 5/**/15 I have had nothing but problems and unnecessary stress from Verizon. For 2 months I was billed and sent threatening notices that I had equipment for them that I did not return. I was told that I would have to pay $650 for each piece of equipment. I made several calls to Verizon informing them that I did not have any equipment for them as the technician had brought the equipment that he used to set up my service. Eventually after about 2 months I spoke to a customer service representative who finally realized that one of the equipment that they were billing me for was providing service to someone else’s home and the other was in the stock room. Before I signed the contract with Verizon I told the sales person that I didn’t want my cablevision telephone number that I had for years changed. He told me it wouldn’t, however, the moment I signed and the transaction went through, he told me I had a new telephone number. I called and complained and my service was still installed with the new number. After the installation I called again and was given back my old number and later was billed for having my number changed. That issue was later resolved and they credited me back the money. For the first 2 months I was unable to pay my bill each time I attempted to do so because even though I was receiving bills the system kept saying that I have a 0.00 balance. I called customer service and complained that the system wasn’t allowing me to pay my bills; all the agents that I spoke to attempted to take the payment by phone and the system would not allow them to accept the payment either. I was eventually billed late payment fee after all of that and had to pay through a system called BILLMATRX. I later received credit for the late payment fees for which I was billed. Why is it that a Verizon representative placed an order on my account that I did not ask for and one year later I’m still been billed for it. How many issues am I going to have with Verizon?

Desired Settlement: I need my services with them cancelled without having to pay for terminating before the end of the contract. I cannot take this unnecessary stress anymore

Business Response: A representative spoke with the consumer who reviewed the orders and provided a breakdown of the estimated charges the service would be on each order.   The representative advised there have been no additional line charges on any of the bills.   The representative sent the customer copies of the reviewed bills for her review.  The representative issued two adjustments of $10.00 and the late payment fee; as a courtesy.   The representative added a recurring adjustment of $10.00 for the remainder of the customer's contract for customer satisfaction.

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 ,however, am very disappointed that Verizon refuses to accept the fact of the matter that an order was placed on my account which I never made or received and that on complaining, the cost was temporarily removed and added back a year later. Pam the person that I spoke to  from their executive office was unapologetic and was tried her best to make it seem like I didn't know what I was talking about. she even sent me emails with the order and the "so called" removal even though I told her that I never deleted them. I was willing to publish these emails so the public could see for itself who  is right. In her efforts to resolve this issue she made it seem like she was just appeasing me by removing the additional $10 from my monthly bill. Everyone that I have shared my Verizon experience with, told me they had similar experiences with Verizon and that is why they no longer have their services. I am accepting this resolution but come May **** of 2017. I will certainly disconnect my service with them.

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Additional Notes

Complaint: I subscribed to Verizon service about four years ago. I have been paying my bill on time, in advance starting from the first day I called them for service. I renewed my service once. Recently, in about April of 2016, my contract ended, and Verizon increased my bill. I called them in the attempt of revolving the issue by asking them that I would like to stay with them by the paying the same amount that I was paying before. They refused. As a result I cancelled the service on May **, 2016 because I was not in any contract after April 2016. Note that I have been paying each bill every month in advance from the date I called them the first time, and each bill paid was supposed to over the month always to the ** of the coming month. On May **, 2016 when I called to stop the service, all bill questions were asked by me. I was told that I was covered until June **, 2016. As such, it was said that I will not owe any money. All their equipment were returned on time. However, I received a bill for 135.32 $, after June **, 2016. I called Verizon for clarification, and mentioned the fact that bill were paid in advance every month, how come I owe that money. They failed to indicate what the bill was for. Although I don't owe them any money, at this time, they are continuing to send me a bill for the above mentioned amount. No one wants to listen to me, and clear the said bill.

Desired Settlement: Clear the bill.

Business Response:

Dear *** **********

According to our records, *** ******* received a final bill on or around June **, 2016 and was concerned about the total amount. *** ******* expressed that when he spoke with a Verizon representative on May **, 2016 to cancel his account, he was told his bill was paid through June **, 2016 and that he should not have had any charges on his final bill. Verizon spoke to the customer on July **, 2016 and apologized for any misinformation received. We also confirmed that the last payment received on May **, 2015 for the amount of $129.55 was posted in relation to the bill statement covering 04/**/16 - 05/**/16. The last bill statement charged to *** ******* was for services used from 05/**/16 - 06/**/16 in the amount of $135.32 in which we are still awaiting payment. Our Verizon customer service team has sent the last three bill statements to our customer spanning from April **, 2016 up until June **, 2016. These three billing statements should assist in pinpointing the payment history. Verizon has also reviewed the monthly billing statements to ensure its accuracy. We show the billing to be correct and void of errors. We hope this information will assist you with this complaint.

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 is being deceptive with regards to the final bill. On May **, 2016, I was told that no money was due that I was covered with the May 2016 payment always to June **, 2016. Thus, the termination of service was scheduled to go into effect on the mentioned date: June **,2016. If I was not covered with any payment, I would have had stopped my service that day (May **, 2016) when I called. Simple. It is alarming and stressful to notice that a BIG company such as Verizon is trying to steal people money! First bill was paid in advance few years ago, before a service installation. All payments have been made for the coming month thereafter. No monthly bill has ever been added to another one. I do not understand what is so difficult to understand?

 

 

 

 

 

 

 

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


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




 

Business Response:

Dear *** **********,

According to our records, *** ******* received a final bill on or around June **, 2016 and was concerned about the total amount. *** ******* expressed that when he spoke with a Verizon representative on May **, 2016 to cancel his account, he was told his bill was paid through June **, 2016 and that he should not have had any charges on his final bill. Verizon spoke to the customer on July **, 2016 and apologized for any misinformation received. We also confirmed that the last payment received on May **, 2015 for the amount of $129.55 was posted in relation to the Bill statement covering 04/**/16 - 05/**/16. The last bill statement charged to *** ******* was for services used from 05/**/16 - 06/**/16 in the amount of $135.32 in which we are still awaiting payment. Our Verizon customer service team has sent the last three bill statements to our customer spanning from April **, 2016 up until June **, 2016. These three billing statements should assist in pinpointing the payment history. Verizon has also reviewed the monthly billing statements to ensure its accuracy. We show the billing to be correct and void of errors. We hope this information will assist you with this complaint.

Our decision remains unchanged. This is our final determination.

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 would like to proceed in court with this matter. May Verizon provide all my bills from the date I started service with to the date I left. the first payment made, and thereafter the rest. All payments as stated above were payments for the coming months. I consumed what I paid for, not paid for what I consumed. I need that first payment followed by all the rest. This issue should be addressed in court, if they are being deceptive this way. I paid all the bills in advance.

 

 

 

 

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 canceled FIOS service with Verizon after several years of overcharging for which I had to constantly call customer service, who would apologize after investigating my complaint. Unfortunately, the same problem continued to occur month after month. My balance was zero on the account when I left. Soon thereafter, I received an outrageous and arbitrary bill for over $1400, which was then mysteriously reduced to just over $400. I do not owe this company a dime. If anything, they owe me for the persistent aggravation they have caused.

Desired Settlement: I need verizon to read through their customer service call notes associated with this account to see the depth of their billing system’s flaws and cease with the arbitrary charges sent to me long after I closed my account with a zero balance.

Business Response: A review of *** ********** records show that her Verizon account was disconnected 3/**/2016. Verizon records do not indicate that her account had a $0 balance at any time in 2016. The bill the customer received for $1400 included charges for unreturned equipment. The equipment had been returned and the unreturned equipment charges were adjusted. *** ******** currently has an outstanding final bill of $463.29.

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Additional Notes

Complaint: On July * of 2016, I contacted Verizon, and asked to "unbundle" my landline phone and internet service.I wanted to lower my monthly charges. My Verizon Acct. ** *********** *** ** * The order # is *************. I was told my monthly charges would go down from $55.05 to $34.99 per month.And that it would take effect on Tuesday July **. 2016. Today ( 7/**/2016), Verizon Verizon disconneted my home phone service, and terminated my internet service. I called today, and they could not explain how thos had happened. I live alone, and depend on my internet and home phone. Pleade help in getting Verizon to restore my service.

Desired Settlement: I would like Verizon, to unbundle my service, as I had request and to restore my home phone service, and internet at the reduced price they promised.

Business Response: An error on the order to unbundle the services cause the customer to lose service. The error on the order was corrected as of 7/**/16. According to Verizon's records the customer's services, telephone and internet, show as working. Attempts to reach *** ******* to confirm service have been unsuccessful. A letter was sent to *** ******* asking him to contact the Verizon representative who was working on his account to verify 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:


 

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


Sincerely,

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




 

Business Response: *** ******* confirmed that his phone and DSL services are working as of 7/**/2016. Verizon regrets  the inconvenience this issue has caused. An adjustment from time out of service from 7/**/16 - 7/**/16 will be applied to the account.

Consumer Response:

Better Business Bureau:
I have been contacted by Verizon.And the issue regarding my service for home phone and internet have been resolved by Verizon.All is working now.

Thank you for your assistance in this matter.
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 sent a invitation by Verizon to their Platinum Package. I just to inquire and spoke to Damon @ ###-###-#### on March **, 2016. He gave me a quote of @227.00 tax included for the platinum package. I explained to him that I was satisfied with with the contract I was under but he assured me that I would be getting more for less. The offer sounded great since I would be saving $37.00 and I agreed. When i received the email confirmation the cost was changed to $263,72. I called Verizon and disputed the charges immediately! I spoke to Brandon #******** on March **, 2016. I explained that although I received a email stating the cost would be $263.72 our verbal agreement was $227.00 and to review the telephone tape to prove my conversation with Damon. He assured me my complaint would be investigated. After several calls from many associates from Verizon I was given a credit of the $37.00. I was credited every month since then for that amount. However, to receive the credit, I had to call them every month. This month's payment Verizon has amnesia and refuses to honor our agreement.. In order to receive the service i have to pay $263.72. That was not our agreed contract!.

Desired Settlement: To continue to receive or be reimbursed the saving of $37.00 as agreed by telephone with Damon ************* on 3/**/2016.

Business Response:

 

I spoke with *** ****** and advised she was promised a rate of $227.  A recurring adjustment of $36 per month was issued until the end of the contract in May 2018. Another one time credit of $36 was issued towards the 06/**/16 bill. That credit will reflect on the 08/**/16 bill.  *** ****** was satisfied and did not have any additional questions or concerns.


Consumer Response: Better Business Bureau:

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

Sincerely,

***** ******



 

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Additional Notes

Complaint: The isn't work most days you can't make calls, when I call they send someone out but they state they can't fix problem because it is main box down road and Verizon won't fix because it is expensive but still wants me to pay for my bill....I would have already changed company but they are the only ones who offer phone service at my house...this has been a 3+ month issue

Desired Settlement: Repair and refund of charges why pay for something that you can't use

Business Response: Verizon made contact with the consumer to advise there was a group outage causing the problem and the consumer advised she is aware of the group outage; however, she is still moving forward with the port out request.

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Additional Notes

Complaint: My land line has been unable to receive incoming calls and outgoing calls are crackly to the point of being inaudible. This fault was reported on Thursday, ** July. An engineer was promised on Tuesday, ** July, for whom I waited at home for five hours, but did not show up. That evening I called customer service and a Verizon representative informed me that the problem was area-wide but would be corrected by the next day and that I would receive a billing credit for loss of service. Service was restored but failed again after a day. Moreover, I received no billing credit. On Tuesday * July I reported this fault and was promised an engineer on Friday,* July. In a follow-up call on Thursday, * July, I was told no such appointment had been logged and that the system-wide cable issue would not be resolved until **** July. Today I learned in a further call that the EARLIEST date is **** July, meaning an absence of service of one calendar month, two false promises of engineer service and a false promise of billing credit. Moreover, my building entrance system runs through the phone, and this is known to Verizon, meaning that no visitor or service person may be admitted. Verizon customer service refused to connect me with any responsible supervisor nor to record my complaint. I was simply told that 'these cable problems take a little time'; there was no answer to my remark that a calendar month was not a little time, nor to my request for comment on the standard of service I had received. I am still being billed for service although Verizon billing did finally provide a $19.92 billing credit when I called them to request action. The matter is ongoing. Finally, while I am healthy and persistent, what would an aged or infirm person be able to do in this situation? I am appalled by the untruthful, misleading, inefficient and ultimately cavalier contempt for the customer shown by Verizon technical support, whose final remark was, '*** ***** *** *** **** **** ******' I do not have a cellphone

Desired Settlement: Timely restoration of service, acknowledgment of failure to remedy service and misleading promises.

Business Response: Verizon continues to work to permanently resolve this issue.

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Additional Notes

Complaint: I recently downgraded my cable/internet. When I got a confirmation of the changes, I got an estimated bill that had taxes/fees that were double what I was paying. I called and they said it was just an estimate, that the amount would be lower when I actually got my next bill. I got my next bill and the taxes/fees are still double what the more expensive package was. Looking at the details of these fees, I see that I am being billed twice for "Video Franchise Fee," "Regional Sports Network Fee," and "**** ** ********* ****" I also see that the State Sales Tax (which in my state is a flat rate) is the same for this month and the previous (more expensive) month charges. I have tried calling and doing an online chat with Fios representatives, but they just tell me these fees are determined by "the system" and they cannot help me. I ask to speak with a manager or an account specialist, and they tell me that due to high volume, I should try back another time, which just results in the same exact conversation as the previous call/chat.

Desired Settlement: I would like an explanation as to why my fees are higher this month even though I was never given notification of an increase. I would also like to know why the sales tax charged does not match up with any specific rate. I would also like to know why no one in Fios customer service can find the answer to my questions.

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: recently i noticed verizon had blocked outgoing calls on my phone,when i called in to verizon account verification department,i was told my name wasn't on the account,on numerous occassions since this account was errected i have conducted business on this account and not once have i had problems,but on today,i was placed on hold for 30 minutes and told lies,i am authorized to conduct business on behalf of my mother,and i have the documentation when i called Verizon,on 7-*-2016 Verizon refused to assist me,i offered to fax the power of attorney at 7pm and was told that wouldn't be necessary,I AM DISABLED AND PREGNANT i stressed this to Verizon because i can not contact my physicians because my outgoing calls are blocked,verizon disregarded that and said i could NOW fax the power of attorney after an hour,and i would have to call back tomorrow,so on top of being passed around to supervisor after supervisor and NO ONE willing to do there job i am LEFT WITHOUT A PHONE AND CAN'T MAKE OUTGOING CALLS BUT I AM BEING BILLED FOR A SERVICE I CAN NOT USE AND ON TOP OF THAT I STRESSED THAT I WAS DISABLED PREGNENT AND HAD AN ELDERLY PARENT...

Desired Settlement: VERIZON SHOULD BETTER TRAIN THERE EMPLOYEES ON THE COMPANY POLICIES AND PROCEDURES,AND THE PROCESS SHOULDN'T BE THAT STRESSFUL,I WANT CREDIT ADDED TO MY ACCOUNT FOR MY HASSLE AND THE LOSS TIME FROM WORK,HAD VERIZON TRAINED AND EDUCATED THE FIRST REP I SPOKE WITH THIS WOULD HAVE NEVER HAPPENED AND MY SERVICES WOULD HAVE BEEN UNRESTRICTED,I AM BEING BILLED FOR SERVICES I AM NOT USING AND ON TOP OF THAT THEY HAD NO REGARD FOR THE FACT THAT I AM PREGNANT,DISABLED AND HAVE A RETIRED MILITARY VET IN MY HOUSEHOLD.

Business Response:

Please be advised, Verizon has spoken with the consumers daughter as of 7/**/16. Verizon has advised that the account has been suspended temporarily due to the account being several months past due. In speaking with the consumer’s daughter she advised that she had power of attorney on the account. As of today, the consumer’s daughter does not have authorization to conduct business on the account.  Verizon has requested that the consumers daughter fax over the requested information/documentation to show proof of power of attorney (facsimile information has been provided to the consumers daughter). Once this information has been received, Verizon can proceed in discussing the account information with the consumer’s daughter. To date, no information has been received from the consumer. Verizon will consider this matter closed until the requested information has been received or until we hear directly from the account holder.


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: 

 

 

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


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




 

Business Response:

Please be advised, Verizon's position remains the same. To date, Verizon has not received the requested documents from the consumer.

 

Verizon's prior response was as follows; Verizon has spoken with the consumers daughter as of 7/**/16. Verizon has advised that the account has been suspended temporarily due to the account being several months past due. In speaking with the consumer’s daughter she advised that she had power of attorney on the account. As of today, the consumer’s daughter does not have authorization to conduct business on the account.  Verizon has requested that the consumers daughter fax over the requested information/documentation to show proof of power of attorney (facsimile information has been provided to the consumers daughter). Once this information has been received, Verizon can proceed in discussing the account information with the consumer’s daughter. To date, no information has been received from the consumer. Verizon will consider this matter closed until the requested information has been received or until we hear directly from the account holder.


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Additional Notes

Complaint: I have written several times on my bill as to the amount I am being charged. I am being charged over $13.00 just in tax, use fees, line charge fees service fee and recovery charge. Not to mention the bill is $48.99 just for calling that I do not use and can get for $9.99 a month. Would like fees explained and bill lowered.

Desired Settlement: Bill for basic phone service lowered.

Business Response:

 

Verizon’s records show the account had an incorrect status that prevented changes from being process. The status was removed on 6/**/16, and will allow changes to be made to the account.

 

Verizon has made several attempts to contact the customer by phone to discuss the information above and assist with possible changes.  Verizon has not been successful reaching the customer. The information above along with our contact information was provided to the customer via US mail.  We will be happy to re-open the complaint once the customer makes contact.    

Consumer Response: pt gettingBetter 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 home during the day work 2:20 AM TO 7 PM most days but no message left and no mail on this matter.  We just feel our bill is to high for local phone service and no that we see a mistake was on our bill to begin with this makes this service even worse.  We have had nothing but issues phone line static during rain storms, added charges on our bill and someone changing email address, charges not being removed when we asked for a service we no longer wanted that racked up late charges that have been turned over as a collection that need removed.  Since we have all letters mailed concerning this matter that just kept adding up and not corrected.  We have since mailed these letters again recently.  So we want bill lowered for local phone service we have now, credit bureau account corrected immediately.  Best way to reach us is by email. 

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


Sincerely,

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



 

Business Response:

 

 

On 7/**/16, a Verizon representative spoke with the customer  and changes were made per the customer’s request.  The representative submitted an order changing the service to Local Unlimited Calling, with Dial tone and Caller ID.  The representative also advised the monthly charges would be approximately $38.54 plus taxes and surcharges.  The customer had no additional concerns.  

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Additional Notes

Complaint: My complaint involves billing AND customer service issues. The most recent issue occurred at 9PM on ** Apr. I was watching a program I had recorded on my DVR when the box just suddenly cut off and rebooted. When it came back on EVERY program I had recorded on ** Apr had been DELETED - EVEN THE PROTECTED ONES. I posted my dissatisfaction on verizon's ******** page and someone who only identified themselves as "***" responded claiming they could help. Obviously if they had "helped" I wouldn't need to file a complaint. "***" asked if I had multi-room DVR service. I replied. "***" asked if I had rebooted my DVR. I replied. "***" asked about the storage space. I replied. "***" said "we can definitely look into this for you" but never did. "***" said they could get a "specialist" to check my service, but never did. "***" said "please use this link ********************. When I asked WHY, no one ever responded. Several hours later (even though they're supposed to respond "within minutes") "***" asked if this was the first time my DVR had randomly rebooted. I responded but asked why no one was answering my questions when I had answered all of theirs. NO RESPONSE. Several hours later AGAIN "***" asks if I can view any recordings on my DVR. I AGAIN asked why no one was answering MY QUESTIONS. NO RESPONSE AGAIN!! I posted several more time and sent several private messages that were ALL ignored. VERIZON'S CUSTOMER SUCKS!!!!

Desired Settlement: All someone had to do was tell me whether or not my recordings could be restored or not. Instead they wasted my time asking ridiculous questions - that I answered anyway and IGNORING ALL OF MY QUESTIONS.

Business Response: Please provide Verizon with a valid reach number for *** *****

Consumer Response: Better Business Bureau:

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

There is NO NAME of the person requesting my phone number. They have my name! I have a full time job and cannot be reached by phone during the day. Verizon can reach me by email at *************** which I've already provided. Verizon could have also replied to my MANY posts on ******** or my private messages through ******** over a week ago - all of which were IGNORED. There is no need to talk on the phone for verizon to explain why all of my recordings on Apr ** were randomly deleted, why no one restored them, and why my questions were IGNORED. I would prefer those answers in WRITING anyway.

 

 

 

 

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:

   

I STILL HAVE NO IDEA WHO IS PROVIDING THESE RESPONSES!!!!! THEY CONTINUALLY REFUSE TO PROVIDE THEIR NAME OR CONTACT INFORMATION WHICH IS COMPLETELY UNACCEPTABLE!!!! WHY DOES THE BBB CONTINUE TO ACCEPT THESE RESPONSES???? AS I HAVE REPEATEDLY TOLD VERIZON, I WAS IN CONTACT WITH RITA J******. I HAVE LEFT HER A VOICEMAIL WHICH SHE HAS NOT RETURNED. ONE OF HER EMAILS SAID HER STAFF WAS AVAILABLE UNTIL 8PM BUT WHEN I CALLED AT 6PM ALL I GOT WAS HER VOICEMAIL. NO ONE ELSE HAS CALLED AND SINCE THEY CONTINUALLY REFUSE TO PROVIDE THEIR CONTACT INFORMATION HERE, WHO ELSE AM I SUPPOSED TO CALL????????????????????????????

 

THIS IS COMPLETELY UNACCEPTABLE!!!!!!! THE PROBLEMS WITH THE DVR CANNOT BE TROUBLESHOOTED BECAUSE THEY ARE RANDOM!!!!! THIS IS WHY I TOOK THE TIME TO TAKE PICTURES AND VIDEOS. CLEARLY A WASTE OF MY TIME!!!!!!! THE EQUIPMENT DOES NOT LAST FOREVER AND NEEDS TO BE REPLACED IMMMEDIATELY!!!!!! I DON'T APPRECIATE HAVING TO JUMP THROUGH MORE OF VERIZON'S HOOPS BECAUSE THEY REPEATEDLY REFUSE TO PROVIDE ANY CONTACT INFORMATION. WHY IS VERIZON SO ANTI-CUSTOMER SERVICE AND WHY ARE THEY CONTINUALLY ALLOWED TO TAKE MONEY FROM CUSTOMERS WITHOUT PROVIDING CUSTOMER SERVICE????????? THIS IS COMPLETELY UNACCEPTABLE!!!!!!!!!

  

COMPLETELY DISSATISFIED,

Business Response:

Dear *********,

Verizon has reached out to *** ***** numerous times in the last week reg***ing her concern with her DVR failure. We have also tried to contact her to obtain more information in relation to the poor quality service that she states she has received from our representatives. Unfortunately, every attempt we have made has been unsuccessful.  We have left messages stemming from June **, 2016 up until July **, 2016 and have recently sent an email on July **, 2016 in hopes that *** ***** will respond. Please be advised we will continue to follow up with *** ***** in regards to the complaint and have already advised her on the ways she can reach us via email. She has my work number and email address detailed in the email message. We look forw*** to hearing from the customer and will most definitely be able to resolve the customer's concern upon contact.  

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Additional Notes

Complaint: Since Oct 2014 I have had issue with the services lag in DVR response, TV guide response, issue with phone services. Called customer service countless time and spent countless hours trying to resolve issues, only to work temporary and revert to original issues. Customer service walked me thorough there solution procedures countless of times, that I began efficient in these procedure. Rather than call and spend an hour with customer service resolving these issues, I performed the procedure myself quicker and stress free. On Dec **, 2015 again issues TV called Micheal from customer service after 1 hour was told my internet and video were not syncing up, Tuesday Dec **, tech support called and about 20 minutes he informed me my services were running on old coding, I had very poor moca rate and he couldn't understand how I had any service at all and problems were stemming from the basement. Since Dec 2015 about six technicians have respond to my apt to try to resolve all issues. On Feb **, 2016 I received a call from Joe in tech network who stated "all my problems with my services a result of a software problem and updates will be available sometimes in March 2016. March *, I was called and instructed on walk thorough update and would take up to 3 hours to fully update. After waiting several days issues did not to resolve but worsen, more pical, scheduled recording were not recorded, no sounds on recorded programs, guide issues, set top box reboots itself. Another tech was scheduled for March **,2016 between 11am - 2pm, at 3pm called customer service to find out why a no show on tech, about one hour into the call and transferred eight times finally was told tech still on first job and would be able to come today, so I must reschedule. Another tech showed up March **, installed WAN cable and was told this should fix problems. Some escalation dept always tends to between the hours of 11am -3pm only to inquire if my issues have been resolved and then told they have not heard from me so the issues must have been resolved, I am not home during those hours, after numerous times advising Verizon to call after 5pm. I return calls to customer service (same number escalation dept calls from) and I am always told there is no escalation dept, after the run around with customer service I ask to speak to a supervisor, I am put on hold and then call gets some how on there end call gets disconnected, if the supervisor picks up they can't hear me they hang up and if I ask for supervisor name I get disconnected again. I guess I must have been "HOT REMARK" or a problems customer, I now customer service and the line is busy, I am put on long holds for next representative or when on hold I get disconnected or they show no records of me calling. I have been a customer since 2009 and I am just tired and fed-up with the band-aid fixes this company is trying to get away with.

Desired Settlement: Along with the repairs, I want billing adjustment starting from Oct, 2014 for services not rendered.

Business Response: Our technical support team left multiple messages for *** ******** to please contact us so that we may identify the specific issues with his service that have yet to be resolved and work with him towards a resolution. He did not return their calls. We did however issue courtesy credits to his account of $45.62 on April **, 2016 and another $25 on May *. 2016. *** ******** will need to contact and work with out technical support team and we look forward to his returning their calls."

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 called on April *** at 550 pm and the representative had me on  hold for 45 minutes trying to reach someone for the tech dept to set up an appointment for me, I gave him two dates and a time frame of hours, when I was available for the tech to come out, I never received a call back.  I called April **** at 6pm and same outcome on hold for 40 minutes and unable to set up an appointment.  I called again on April ****  and same outcome on hold for 30 minutes and unable to set up an appointment, this representative stated because of the strike, scheduling appointments has been a challenge.  So I informed him I would call back to schedule an appointment after the strike.  The only other call I received from Verizon was April ****.   ]

 

 

 

 

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:

[Yes, technician was dispatched but never showed up in scheduled time frame, showed up two hours late.  The only call received from the tech was twenty minutes before they showed up.  When I call up to customer service, their only resolution is for me to upgrade my services for more money and with no guarantee it will resolve any of my issues.  Also I had two other appointment where no techs showed up at all. ]

 

 

 

 

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


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




 

Business Response: A technician was dispatched to the customer's home on July, **, 2016 to address their concerns.  We apologize for any inconvenience that this matter may have caused the customer.

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Additional Notes

Complaint: I have been getting call about a pass due Verizon account, the problem is that I don't have a Verizon Account, they have my phone number is linked to one of their TV/Internet packages, I've called to try and get my number removed from that account, but keep getting transfer to another department, who then transfers me again. I thought the issue was resolved 2 months ago, but it has started again. I am on the phone with Verizon now, they have transferred me 4 times, and they hung up on me. I am again on the phone and have been transferred 2 times, the young lady I am talking to said she has removed my number from the account they have it linked to and will call the other party to get their number...... I'm not sure the problem has been resolved so I am still filing this complaint.

Desired Settlement: I want Verizon to stop their harassing phone calls. I want Verizon to check their new customer better.( verify the numbers the customer gives them with a follow up call) I want them to let me know for sure that the problem has been resolved, and not have it start all over again in 2 months. Thank You

Business Response:

Verizon has updated its records.

Verizon has advised *** ******** that the records have been corrected.

We trust this information will help to resolve *** ********'s concerns.

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Additional Notes

Complaint: Verizon is refusing to honor their contract while forcing me to continue service with them that they choose & are forcing me to pay for. Channels I don't want & customer support that is not available to me as offered when I signed the contract with Verizon. Verizon no longer gives customers the 24/7 support that I signed up for, instead I am told to call back when they are open. & when Verizon answers the phone I get someone in the Philippines who does not speak English. I am unemployed so I wanted to change my cableTV channel lineup but apparently there is one rate for "Custom" that is very expensive & I will be unable to pay my utility bill. I tried to explain this to Verizon but they either did not understand English, or just did not care. I tried to remove channels to lower my bill but it only went down a few dollars & they tell me that next month it will go back up to what it was before so I am forced to pay this when I cannot afford it. I need the internet to find a job & I don't mind some channels but it will do me no good if I cant pay for my electricity.

Desired Settlement: Verizon must find a way to lower my bill or allow me to end my contract to find savings elsewhere. If I become homeless because I pay my bills then it does not help anyone.

Business Response:

A Verizon billing representative spoke to *** ********* today, July **, 2016.  *** ********* was looking for ways to lower her bill.  The customer was advised that as of now, she has the highest loyalty discount until July.  The representative offered to continue that credit for one more month until August.  She was also out of service for two days and therefore the bill was adjusted by $8.95.  *** ********* was satisfied. 

Consumer Response: Better Business Bureau:

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

Sincerely,

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



 

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Additional Notes

Complaint: my phone was turned off today. no warning. in fact 3 weeks ago when i called to say my internet keeps cutting out i was told it would not be turned off. and that it would be referred so i get the same promo of 60 a month instead i was billed 80 a month.Internet keeps cutting out. now i bet they will respond we have given you the promo before. and we told you to switch to fios. well i am moving this summer garage too full for install i dont ahve it. i am at my wits end with this company where investment of time does not yield results it should. if this cant be resolved i want it disconnected. i will not pay for today until its back on. i am paying what i can. my son has over 10 million in medical debt and i need my phone. i have spoken to CS been assured a promo like i had before would be on the account. I am sure Rita put notes on it to discontinue it that is what power hungry people do. restore the service give me promo and credit ofr poor inconsistent internet and for today and all other days i have no phone. CS stinks. they say one thing and dont do it i cant manage the liability

Desired Settlement: i want service restored. and promo and credit for bad service no scripts. i dont want a response like i expect that throws things in my face. i am tired of spending time being told i will not be turned off by Steve and get the promo and then it does not happen

Business Response:

Please be advised Verizon has explained many times to *** *********, who Verizon has taken extraordinary steps to appease, that she must pay for her service to continue to receive it.  Verizon will not open another forum to request unforthcoming substation of problems with *** *********’s Internet service or to rehash other arguments.

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Additional Notes

Complaint: When we signed up with Verizon for our current telephone/internet service in 2013 I was promised the package price of $69.99 for life, as long as I did not change the package. As this offer seemed ideal for what I wanted, I double-checked with the agent with whom I was speaking that the price would never increase as long as I did not change the package. After I was reassured that the price indeed would not go up, I agreed to the package, which meant switching to FIOS. I had long resisted that switch because I liked the reliability of the telephone service through the copper lines and did not want to have to rely on a battery if the power went out. The ONLY reason I agreed to switch was that offer of the same price for life. However, in July last year our price did go up to $72.99. When I called to question this, I was told that I have a $35.00 credit that will be on the account for life, but that the price could still go up and the credit would remain the same dollar amount each month. This is not what I was told when I signed up and to me this is a "bait and switch" to get me to change over to FIOS. I was offered an additional credit of $7.00 a month for a year, but then the price would continue to go up. This is not acceptable - I was promised my price would be $69.99 a month for life and that is what I expect to pay. I notified Verizon in writing of the issue on March 7 and spoke with them later in the month. They did NOT agree to keep my service at $69.99 for life as they had originally promised; they only offered the additional monthly credit of $7.00 for a year. I was told the credit could be renewed at the end of the year, but that is a far cry from $69.99 for life, especially since the price can still go up further. We recently had a power outage for two days due to a storm. After about 8 hours without power, we were no longer able to use our telephone because the FIOS battery had used its full capacity. This is exactly why I did not really want to switch to FIOS in the first place.

Desired Settlement: I want the price for my service returned to $69.99 a month for life, as was agreed to when I signed up for the bundle.

Business Response:

 

Thank you for referring the complaint of ***** ***** to our office for review. We appreciate this matter being brought to our attention. *** ***** expressed concern with the rising cost of her Verizon bundle and she was supposed to have a $69.99 bundle for life. She also had concerns about the life of the backup battery for the ONT.

According to our records, there wasn’t an option for a $69.99 bundle for life. *** ***** was previously given a $7 monthly credit for 12 months to bring her bundle down to $69.99. The credit was set to expire in January 2017. In an effort to resolve this matter, the previous credit was retracted, and *** ***** was offered a new $15 monthly credit that will carry her through July 2017. This credit reduces her bill even more, and it will help offset the cost of any future price ups. An order was also placed to replace *** *****’s current backup battery.

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Additional Notes

Complaint: After Verizon Internet installation (06.**.2016) I am experiencing super slow speed, could not be able to work. I got two Actiontec MI424WR Rev I routers which were not working properly and disconnection problem was going on. The problem is totally from Verizon side, dropping internet connection of last two routers. LAN lights even were not stable. Again I got a new router on 06.**.2016 i,e Quantum Gateway G1100, but still facing some problems. My last try was to upgrade the speed from 50/50 Mbps to 100/100 Mbps. (with my previous net provider i was fine it's (50/50) half of speed) .I am still struggling to get better connection and speed. I am extremely dissatisfied with Verizon Internet Connection. I am totally frustrating with this connection. I tried to triage the issue with help of Verizon Technicians multiple times in last one month, but the issue still remain same. Router got changed multiple times, I have upgraded the speed to 100 Mbps etc, even though same I am experiencing same issue. Even the last router sent by Verizon (got by mail for speed change) is not working. Verizon guys didn't check while sending this type of product? Whenever I contacted to the Verizon customer service, I am being asked for speed test/ restart router etc, whereas problem did not get resolved. Also I am being told that Verizon does not garanted wireless connection. Even in my phone the wifi signal is fluctuating in 100 Mbps speed. I used to operate 2/3 devices with wifi connection it's 1/4 of speed in Comcast. Just today night I could not be able to do anything for continuous dropping connection. Then I was totally frustrated and compelled to connect with my mobile hot spot and I could work so smoothly with my cellular service. I was just wondering what type of horrible speed from Verizon I am getting. Atleast I decided to disconnect Verizon service. And thenVerizon sent me a total bill amount of $121.32. Why I have to pay this huge amounts to Verizon? For almost one month I am facing terrible problem. There is something for that the connection is dropping. But Verizon is unable to detect it. It's not a fun for me to call a technician or reboot the router every time . I tried everything with wire and wireless, but the problem remains same. After all of this do you think should I pay anything to Verizon? I shifted to Verizon Internet for better speed and service. Again I have to reinstall another internet connection. Hope you understand.

Business Response:

Dear *****,

*** ****** stated he should not be charged because of the quality of service he has received. *** ****** states service speed was so slow and it would intermittently drop. Upon reviewing the account we obtained notes that supported *** ******'s argument in regards to the service issues. *** ****** states he even upgraded service to get a better connection but unsuccessful. We applied a onetime credit of $60.99 to *** ******'s account which brought bill balance down to 0. Customer is fully aware of credit and satisfied. We trust this information will assist you in this complaint.

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: Verizon Fios complete service was interrupted from 7 a.m. to 4 p.m. on May **, 2016, after two calls with customer service, no one could provide a reason or explanation as to why the service interruption. Filed complaint with NJ BPU, on May **, 2016, received contact from a Rita J at Verizon (case number *******). Evidently, this employee is so lazy, they never acknowledged my return phone call or e-mail from 5 days ago!!! Matter is very simple, I am due service outage credit.

Desired Settlement: Service credit for the outage caused by "angry strikers".

Business Response:

Please be advised the BBB the case for ***** ***** is fused with a ***** ****** and I am very confused who are what are you talking about but Verizon will be issuing *** ****** an additional credit for 13.00


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Additional Notes

Complaint: In December of 2013 we tried to cancel our internet service. Even though we had a phone number we haven't had landline phone service in 10 years. After numerous complaints we finally cancelled all land services. in March of 2014. When we cancelled our services the operator told me to wait for 2 billing cycles to make sure the refunds go through. We waited 2 months.After receiving an email With a total of $50 that we owed. I got on the Verizon website and tried to log into our account and pay the bill. The site kept forwarding me to the Verizon Wireless site. After numerous attempts to log on I called Verizon customer service, the operator told me the account is closed and she can't access my info. This keeps going on and on. A couple times they called us to make payment arrangements, I requested to make the payment online, they said the will send us a bill. I wait, no bill. We start again. I OWE THEM $50. THEY WON'T LET ME PAY. Meanwhile they keep putting negative remarks on my credit report. Technically They owe me 10 years of phone service. I'm just concerned about my credit report and this is the only negative marks on it.

Desired Settlement: Repair my credit report and remove all traces of this bill on my report.

Business Response: Please be advised Verizon has tried on several occasions to reach *** ******* with no success on May *** *** **, 2016 . Verizon will send *** ******* a call me letter to make contact so that we can resolve his issues.

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 an email from Rita J. from Verizon Executive Relations Team at ###-###-####. I spoke with her about my problem. She told me she emailed an account specialist about my situation. Se said they would call me to take care of this matter. I haven't herd from them since. This is the same **** I've been putting up with for years. I was turned down for a home loan due to the negative reports from Verizon on my credit. At this point I feel I do not owe them anything, and feel I should be compensated for my loss. I have sought legal advice and already have a plan of action if this isn't resolved here. It's childish for grown people to play games trying to ruin a life. I don't understand why they won't accept my payment while they have me on the phone instead of a lie that they will call me back.


 

 

 

 

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


Sincerely,

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




 

Business Response:

Dear Mr. Bloomfield

The customer stated in his initial complaint that he just wanted to pay the bill and we made it inconvenient for him to satisfy charges. When Verizon received the complaint from ***** *******, the account number *************** was referred to a third party agency for collections because it had been closed since October **, 2014. Upon speaking to the customer he also brought repair outages to our attention which was also notated on the bill. Verizon in good faith applied a one time credit in the amount of $60.61 to bring bill balance down to 0. We also removed any negative reporting from ***** *******' credit file referencing Verizon. We trust this information will assist you in this complaint.

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Additional Notes

Complaint: I was receiving a bill from Verizon for an account that was NOT mine. It went to my sisters address, but the name on the account was me. I have called Verizon at least FIVE times to tell them this account was not mine . and EVERY time I called, they said they took care of it, but I continued to get bills. Then , about 3 months ago, they shut down my email account for no reason and I spent days trying to get that corrected. NOW , I receive a bill from a collection agency for the Verizon account that is NOT MINE. I do not have the Verizon account in question. After calling 5 times about it, you would think that at least one of those representatives would know what they were doing. I want this bill taken care of and removed from my credit bureau. For the 100th time- THIS IS NOT MY ACCOUNT. I have a home account for Verizon that I have had for almost 3 years. I pay you guys $165 / month and you have the nerve to bill me for an account that is not mine! I do not have the Verizon account # . The account # on this collection letter is ********** This is honestly the worst service I have ever received. This is the second MAJOR issue I have had with Verizon where I called numerous times and received NO resolution.

Desired Settlement: DELETE ACCOUNT and take OFF my credit report.

Business Response:

The bill in dispute under account #*************, has not been credit reported and was recalled from Convergent on 7/*/16.  The investigation determined the charges were the result of an account not being finalized by Verizon and continuing to bill late payment charge of $5.00 per month. Credit was issued on 7/**/16, for $62.71 to clear the account.  The account currently has a zero balance. I spoke with *** **** apologized and explained the above and *** **** will call me directly if she has any problems or questions.  

Joyce D****

Verizon Executive Relations Sr. Analyst

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Additional Notes

Complaint: Field technician did not show up for repair as stated. No call, no text, no nothing! When I called customer service about failed appointment and very poor service (after going through a maze to finally speak to a live human being!!!) they were totally unsympathetic. He simply said "Oh, the tech will not be there after all today." This after waiting around all afternoon for a promised 1 pm to 5 pm slot. No phone call, no text message, nothing. Only when I called Customer DIS-service at 5:20 PM to inquire about the tech's arrival time did I find out that he was not coming at all!! The Customer Service rep then stated that he would "request" that a technician come tomorrow. I told him that a "request" is not acceptable. After lots of back and forth useless conversation he finally agreed to send written confirmation of the "new" rescheduled appointment. I received a text message only indicating that Verizon would try to resolve the issue by noon tomorrow. I should also note that yesterday and this morning I already received three email messages confirming the appointment for today that never did materialize!! I realize that unexpected things happen but they should have called, texted or emailed so we would not have to wait all afternoon and into the evening for the tech NOT to arrive.

Desired Settlement: Replace the set top box in the time stated!

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 am very happy to say that the Verizon technician who arrived today to solve our FiOS problem was competent, polite and very knowledgeable. He worked very hard to solve the problem with our system which he did. He was very personable and, in my mind, more than made up for the miserable response that we had from Verizon Customer service. Verizon should "clone" this professional gentleman and disperse the clones throughout their customer service department. He single handedly redeemed Verizon.

Sincerely,

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



 


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Additional Notes

Complaint: Hello BBB, In April, 2014 I entered into a 2 year contract with Verizon. My monthly bill was approximately $155.00 which I paid monthly via automatic payments arranged through my bank. In February 2016 and March 2016 my bill spiked to $177.30 without notifying me. In March 2016 I contacted Verizon to cancel my service. At that time, i was advised by a very helpful woman named Theresa that I don't have to cancel my service, that my price is guaranteed for another year without a new contract, and that she could actually get my bill lower for the next year without a contract from what I was currently paying. Theresa arranged for my service to continue at the price of approximately $164.83 - which in actuality, is higher than the $155.00 I was paying. I didn't realize at the time as I just trusted what she said. I didn't have my bill in front of me because I was simply calling to cancel. I have called back several times to get this corrected, and to request a credit for the February and March 2016 when my bill spiked from $155.00 to $177.00 but due to the Verizon strike, I was unable to reach anyone until today, 5/**/16. Unfortunately, the woman I spoke to today (Rebecca) was only willing to give me a lower bill (approximately $144.00) with a two year contract which is exactly what I was looking to avoid! She also would not credit my account for February and March when my bill surprising increased from $155 to $177 within my two year contract period.

Desired Settlement: I would like the representation of what Theresa told me in March 2016 to be honored. Namely: a) A price guarantee for one year without contract or change in service, (b) a reduction in my bill from what I was paying ($155.00) - she gave me a price of $164.83 but that was not lower than $155, (c) a credit of $44.00 to account for the price increase in Feb & March from $155 to $177 within my contract year without even advising me. Thank you for your help with this.

Business Response: *** *******'s bundle has been rerated to a monthly rate of $151.34. The bill dated 8/*/16 will be for a prorated charge of approximately $155.65. Then for the next 11 months the monthly bill will be $151.34. This rerate does not extend or put *** ******* in a contract.

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Additional Notes

Complaint: My mother (90 y.o.) has been overcharged by Verizon since March 2016. On Feb ** 2016, Verizon documented in email a monthly rate of $ 121.61 Since then, bills for March, April, May and June 2016 have been for $154. I've called three times to Verizon customer service about this, and they will not resolve. I have power of attorney for my mother.

Desired Settlement: I'm seeking billing adjustment.

Business Response: Upon receipt of this complaint we spoke with *** ****** who advised she was upset bill isnt $121.61 as she was quoted on 02/**/2016 when she rebundled for two more years.  *** ******'s service order confirmation shows 121.61.  The service order confirmation was sent carrying over two bundle discounts in error.  We apologized she had to call multiple times totry and have the issue resolved.  We set up a recurring adjustment of $32.91 to match the $121.61 price quote. We adjusted the previous bills feb march april and may the total of adjustments was $164.55.  We advised her daughter ******, she was satisfied with the resolution. ****** will call back directly if she has any concerns in the future

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 May 2016 sales person approached me in ******* supermarket with Verizon Fios offer. She offered 100/100mb speed internet at $49.99 with router included and I was interested. She started the application and after going through everything, she sad she can't get 100/100mb speed and offered 50/50mb speed. Since I already gave my SS number and spoke to Verizon representative, I didn't want to back up and agreed for 50/50mb speed. Then we proceeded with the order and at the end sales person tells me bill is $59.99+ and I can call Verizon later same day to get $10 off the bill. Then as advised, I called to get that discount but was told there is no such discount. I said I did't agree with the price and that I do not want the service. After few of days router arrived, I contacted Verizon by chat and asked to cancel the service and asked how to return the router. I also asked to remove charges, if any and After this chat, I dropped off the router at UPS location. After few weeks, I started getting phone calls about Verizon bill which I have to pay. Today I contacted them via chat again and asked to remove all the charges - but representative refused to do so. He asked to pay the bill for the service which I never used and never even connected. This is not acceptable, very frustrating experience.

Desired Settlement: I expect Verizon to remove any charges to my name, so the issue will not get worse.

Business Response:

 

Thank you for referring the complaint of ******* ******** to our office for review. We appreciate this matter being brought to our attention.  *** ******** had concerns about being billed for services that he decided to cancel.

A disconnect order was placed and backdated to remove the charges and close the account.  The ETF associated with the disconnect was waived, and a claim was placed on the account to avoid any further collection activity.


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, what they state is correct. Verizon has contacted me over the phone and advised that service cancelled with back date, any and all charges are removed from my account. 

BUT, it will be clear in August when August bill is produced if these charges are really removed. So, currently issue is NOT resolved - it is still in the process. 


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



 


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Additional Notes

Complaint: About a year ago I received a promotional offer from verizon in the mail. Since that all I've been having is problem about my billing every month. I try to contact them several time with no result. Currently I have a billing issue with them where no one willing to resolve I paid over $200.00 monthly, the bill keep accumulate where I loss tract .. needless no say I keep making payment on monthly basis. a few months ago I made the payment for some reason the payment did not go thru with no fault of my. now for over 4 months they put a restriction on the phone line where I can not make any call out. try to contact them they keep giving me the run around. anytime I make a payment, they said I have to wait 7-10 business days to get the restriction remove off the phone. the problem is by the time I make a payment a new bill is generated and make the billing falling behind. it is verizon fault not my.. I m not asking for any credit I m payment verizon good money to be treated like that.

Desired Settlement: As a good paying cust I ask them to remove the restriction off the phone as I continue making my monthly payment. if they can not do that I can just discontinue my business with verizon and not be charge a cancellation fee. so that way I can take my business somewhere it can be more appreciated.

Business Response:

According to record, Verizon's Customer Financial Services team assisted the customer with payment arrangements.  The customer was advised to contact the Unlawful Verification Center (UVC) for all inquiries concerning the removal of the restriction on the account.  The contact number for the *** ** *** *** ****.  No further action required. 

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 don't understand why  a company like Verizon has to lie about something like that. I received a call on April **** stated that they received my complaint from the BBB, that person who called me said that she will forward my complaint to a manager who will contact me within 24 hrs. since then no one had called my phone. I see  their review  and said that they make arrangement with me. my complaint is not about arrangement. if they even read my complaint, it clearly stating that I want to get out of the contract and not pay a cancelation fee, because Verizon put a block on my phone and not able to use the service that I m paying for. The problem remain unresolved as far as I m concern.

 

 

 

 

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:

 

 

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


Sincerely,

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



 

Business Response: As previously communicated, Verizon's position remains the same.  Verizon has responded to the customer's complaint.   The customer may discontinue service; however, the early termination fee of $110.00 will apply.  The restriction placed by Verizon's Unlawful Verification Center (UVC) is due to fraudulent payments; which must be address directly with the UVC office.  The customer must contact Verizon's Unlawful Verification Center at ###-###-#### to have the restriction removed from the account.  To disconnect service, the customer may call ###-###-####; however, as previously stated, the early termination fee will be billed.  No further action is required by Verizon's Executive Relations office.

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Additional Notes

Complaint: been on phone with there fios support team for 4 days due to no cable service keep getting run around and a bunch of sorrys and run arounds also asked for credit for the bad service and got no where

Desired Settlement: fix my cabe services and credit me in a satisfactory way for all the inconveniences and wasted time

Business Response:

The customer spoke with a Verizon Manager on June **, 2016. The customer's services had been restored but he was not satisfied with the length of time it took to repair and restore services. The customer was also not satisfied with only being issued credit for the five days he was without service. The manager offered a one month credit on the account as a goodwill gesture.  The customer advised would think about the offer. On June **, 201, the customer called and accepted the one month credit offer.  A credit of $148.92 was issue on the account. The customer was satisfied.


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Additional Notes

Complaint: I HAVE HAD 7 TECHNICIANS OUT TO MY LOCATION 3 DIFFERENT SUPERVISORS HANDLING FILE, AND THERE HAS BEEN NO RESOLVE SINCE APR *, 2016. I HAVE LOST CUSTOMERS BECAUSE OF THIS ISSUE AND ALL I AM GETTING IS THE RUN A ROUND. THE PROBLEM STARTED OCCURING PRIOR TO THIER STRIKE AND IS CONTINUING. I HAVE ATTEMPTED TO CANCEL SERVICE, BUT THEY WILL NOT PORT MY PHONE NUMBERS OVER TO THE OTHER CARRIER.

Desired Settlement: I WANT THE PROBLEM RESOLVED AND A CREDIT FOR THE LOSS OF CLIENTS AND SERVICE CREDIT FOR THE AMOUNT OF TIME THAT I HAVE BEEN WITHOUT SERVICE.

Business Response:


Verizon records show no order has been received for porting the customer’s service to date, 5/**/16. 

Several attempts have been made to contact the customer by phone to discuss the information above.  Verizon has not been successful reaching the customer. Our contact information was provided via email, for Verizon’s Escalation Team.  We will be happy to re-open this complaint once the customer makes contact.  

 

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 at Verizon has called me to discuss my complaint.  I can be reached at ###-###-####.

 

 

 

 

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


Sincerely,

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



 

Business Response:

Please be advised upon receipt of the complaint filed, Verizon contacted the consumer who advised the service issues had been resolved and that she did not wish to port services to another provider at this time. Records reflect adjustments have been applied to the account for the outage as well as for the inconvenience endured during the work stoppage. Verizon has agreed to follow up directly with the consumer in August 2016  to ensure that the account is billing accurately.

We apologize for any inconvenience caused surrounding this matter.


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 physical matter has been resolved, and will await follow up from the company in August to make sure that all has been resolved with the billing. 

Sincerely,

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



 

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Additional Notes

Complaint: Madam or Sir: I am a VZ Fios Triple Play customer since Aug 2010. Last month on 5/**/16, I paid my bill (dated April ~ ****) in full online on Verizon.com charging the $129.30 to my **** credit card as I do each month - This was for service period 4/** to 5/**. I did not get the usual email confirmation to my Yahoo account but when I reviewed my **** statement weeks later, there is a valid charge of $129.30 on May ** to the credit of Verizon FIOS, *** ****** **** ******* **. Then I got my paper bill dated May **, for 5/** to 6/** service period and it shows past due balance from the April ~ ** bill that I had paid on May **. Then I got email from VZ on June ** advising that my services will be suspended if I do not pay the April ** supposed past due bill. So that same night of Friday 6/** I called VZ and a customer rep. named Fritz in Manila (Philippines) said this needed to be resolved with VZ Finance dept. and they are closed so she would get back to me on Monday 6/**. I expressed serious concern about their service cut-off threat and she suggested I make a future payment arrangement, which I did per her guidance. That payment (which by the way is TOTALLY UNNECESSARY for me to have to make since I already have been charged to my credit card!) is due on July *. Fritz did contact me (her service was excellent but she could only hand me off to other personnel) on Monday ~ 4:10PM EST on my 202 area code mobile number that I had given her. She transferred me to Finance and then Finance also transferred me to Tech support...They each opened ticket as follows: 1] Why did the May ** payment not get credited to my VZ account when in fact it shows as valid accepted charge on my credit card?! Where did the online payment go within Verizon's abyss?! Apparently my bill payment is supposed to get routed to Albany, NY but instead my **** online receipt shows Irving, TX as mentioned above! 2] My FIOS account # on the paper bill I choose to receive in the mail each month is ***********... On the other hand when I login into my account online with my user ID of pratish_s and the password, my online account # is ***********... Somebody in their IT-Tech support group hopefully is investigating why the two differ! Kindly note, earlier this afternoon of June **, I logged into my VZ account online and paid the May ** CURRENT PERIOD bill dues of $129.30 for current service period from May ** to June **. As has been the case in recent months, my online account shows 'xx.xx' for amount due! And it suggests payment due as 'N/A'! But because I continue to receive paper bill in the mail, I know how much I owe each month. I have already expended MANY HOURS FOR NO FAULT OF MINE WHATSOEVER. Thank you.

Desired Settlement: Madam or Sir, I call on BBB to take strong action against Verizon Communications for their systemic ineptitude. Clearly their lower rung employees are doing what they can but Management does not seem to care about the high stress and utter waste of HOURS AND HOURS of time caused to their loyal customers - Imagine this, they charge my online payment on May ** and then they send me balance past-due bills and emails! Have they already reported adversely against my credit with the credit reporting bureaus for no God-damn fault of mine? Kindly note, I happen to be in very long term vocational re-hab due to large blood clots (DVT) I suffered years ago in my dominant-use right arm that required some huge surgeries, so I already have very limited time and very limited resource for such kind of remediation. And believe me as other Verizon customers past and present will attest to, it is a feeling of TOTAL HELPLESSNESS when seeking redressal of such mess-up internal to Verizon. Back in 2010 when I moved within Northern Virginia and upgraded from DSL to Fios Triple Play, I went through a six-month HORROR VOYAGE when Verizon did not turn off my DSL / old landline in prior location while activating the billing for my new landline with the Fios triple play in my new location. Hence this time, I am contacting BBB on a more timely basis, in the SHEER HOPE that this will prompt IMMEDIATE REMEDIATION and full credit (to the right account for myself!) for my dues paid on May ** and also the dues paid today. Thereafter, I wish for the following: My desired outcome is that Verizon FIOS grant me TWO FREE SERVICE MONTHS of Fios (after duly crediting my May ** and today payments made against my **** card) as fair compensation for all of this effort, stress, time and trouble I have to expend even as I am stretched very thin with my resources. I do NOT want a free 3-Month upgrade to HBO or anything else. I want 2 full months of service credit by way of FREE triple play service that I currently pay for. - If not then I wish to be granted the right to opt out of my 2-YEAR FIOS contract with Verizon IMMEDIATELY with NO EARLY TERMINATION PENALTY IMPOSED ON ME. Otherwise I will explore my legal options. I also will complain to the FCC in the hope that meaningful penalty will be imposed on Verizon as entirely deserved. Thank you, sincerely, ******* ** ******* **

Business Response: Spoke to customer and adjusted amount and transfer credit to correct amount

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Additional Notes

Complaint: Verizon Fios had promised a $300 ****** gift card for installing a new Fios connection. I took the connection and received the $300 ****** gift card but Verizon did not send me a pin number. I have been calling their customer service and gift card department since last 2 years but there has been no resolution. I am frustrated by calling from one department to another.

Desired Settlement: I need a replacement for my $300 ****** gift card along with a pin number that Verizon had promised.

Business Response:

On May **, 2016, I spoke with *** ***** and explained an email was sent explaining he would receive two Gift Cards, one $300.00 Verizon **** Gift Card and one $300.00 ****** Gift Card. Once he chose which Gift Card he wanted to keep and activate, the other became null and void.  *** ***** chose the Verizon **** Gift Card which was issued in 2013.  The transaction history for the gift card is held for one year after it has been used in its entirety.  *** ***** insists he did not receive the **** Gift Card and is trying to get the ****** Gift card activated.  I explained the resolution and he is not satisfied.


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:

 It does not make any sense that someone will send two #300 gift cards for the promotion and claim that I have used one. This resolution is not acceptable. There is no company that will send two different gift cards. Can Verizon provide a proof that it sends two gift cards to its recipients?

Verizon should look at the recording of the calls that i have made to them regarding the $300 ****** gift card that they sent without the pin number and find out if Verizon is at fault or the gift card company that they work with. I would urge Verizon to fix the tracking system and stop agitating end users.

 

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


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




 

Business Response:

This issue was thoroughly reviewed, investigated and discussed. The customer was given the option of a $300.00 **** Gift Card or an ****** Gift Card. According to our records, the customer chose the **** Gift Card. The **** Gift Card was sent to the address on file for the customer which was activated on February **, 2014. In addition, the customer called to inquire of the balance on the Gift Card on April **, April ** and May *, 2015. No further action is required. This is our final position. 

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Additional Notes

Complaint: i been a costumer with Verizon for more than a decade. I been experiences flaws with my service with verizon internet. I paid the high speed enhance internet which its between 7-15 mbps i used to get that service until march last year 2015. Now i only get 1-7mbps which is a lower price plan, i inform them about the problem and they try to fix it they have send multiple (8) to be exact technician to fix it. They have told me it was my wiring and my moden age, they replace it both and i still get a lower speed. The last technician told me the problem is with "central" which they are not providing me for what im paying for and every time i call the operator tells me they could see on their notes says that central is not providing me with the service i been paying for. I have a busy schedule and i have miss work several times just for a technician to tell me the same thing that they cant help me. So Verizon knows what the problem is and they have not fix it. Also ever since they have increase my price by $7. i have gave them many chances to fix it but i cant keep missing work or keep getting the same response that they will fix it and nothing since march 2015.

Desired Settlement: i would like Verizon to fix the problem by providing me the internet speed i used to get before march 2015 and the one i sign up which is the enhance 7-15mbps and refund me a credit for all this months that i have been paying extra. i cant miss work any more i need to pay bills. So do not give me excuses for not being home when they try to fix it because i gave them many chances to fix it.

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Additional Notes

Complaint: Numerous calls to customer service to correct an account and equipment problem and placed on hold by numerous barely English speaking individuals and after very long hold times some as long as an hour I am always disconnected. I was sold one thing over the phone and when they came to install I given something completely different. They took away all the movies a paid for and no one seems to wanna correct the problem.

Desired Settlement: I just want the situation corrected and my services fixed. I would like to be able to speak to an English speaking person.

Business Response: When service was moved a tech was sent out issue was resolved

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: have a 2 yr contract with Verizon for its bundle service includes (phone, iinternet and tv) I BELEIVE PRICE QUOTE FOR 2 YRS WAS $108 APPROXIMATELY. STARING AROUND 4]**/15 PRICING TO DAY IS AS FOLLOWS. PER BMY BANK STATEMENTS. 3/*/15 $108.95 7/*/15 100.88 11/*/15 $107.69 3/ 16 $130.77 4/*/15 $108.95 8/*/15 $180.13 12/*/15 $127.69 *4/16 $104.6 5/64/15 $110.14 * 9/*/15 $98.78 1/*/16 127.69 5/16 133.37 6/*/15 $116.14 10/*/15 $147.78 2/*/16 128.02 * talked to Verizon agent in march about bill 130.77 for march as well as a charge for sports channel which I don't want. he stated I can delete sports channel and save money, which I did . next months bill april was 104.63 now! may bill is 133.37. . call and they said they said it was a error and my next bill will be 113.37 agents id # was *******this was a sat on Monday spoke a fellow leo who saidhe was the manager and stated my bill is133.37 and the reason is, when I drop thesport network I lost a $20discount which can't be reinstated to the old pricing .

Desired Settlement: like to know what I'm paying and why these differences every month

Business Response: A customer service representative contacted the customer and reviewed his bill.  The representative advised that the customer is receiving a $20.00 credit for 15 months.  The representative also advised the customer that his monthly bill should be $133.37 and noted that the customer was satisfied.

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 have made settlement for 113 a mo including all taxes. HOWEVER,

I do not accept the wording of the settlement, they say my mo billing is 133 a mo less @20 a mo for next 15 mos.

the orginal deal was for 117 a mo. that I initially sign up for but with a few other channels.these people are totally foiled up. overlly bureaucratic system.I accept the deal.

thank you for your assisitance

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

 

 

 

 

 

 

 

 

 

 

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 find that this resolution is satisfactory to me and the matter has been resolved. this is the second complaint fot same problem.

it has been correct this monthly of july , but I'm concern of august payment if it will be as corrected.

thank you

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

Sincerely,

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



 


Business Response: A billing representative spoke with the customer and apologized for any billing confusion and any inconvenience it may have caused.  The representative explained to the customer that he has a $20.83 recurring credit which will last until the end of his contract. The representative informed the customer that the credit is issued after the bill generates so he does not see the credit on the bill until the following month. The charge for the remote control was also issued in the amount of $16.65. The representative advised the customer that his current balance is $95.69 after all credits are issued toward the 06/**/16 bill. The representative noted that the customer understood that his monthly bill would be approximately $113.00 and had no further questions or concerns.

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Additional Notes

Complaint: I had a verizon door-to-door sales person offer verizon fios. She (Leila G*****) said that we can try out verizon fios for a trial and if we returned it within 2 weeks, we would not be charged anything. I was very specific with her and I said "If I return it, I will not be charged any hidden fees? or service fees? She said "No, you will not be charged anything." I brought up the complaint to verizon and they said they can't do nothing about it because they do charge a fee. Meanwhile I returned it after 6 days. I came to the conclusion that their door-to-door sales people will say anything to make a sell and even lie to a potential client AND verizon allows it. The sales person was suppose to tell me there was a service fee even if I returned, and not lie to me.

Desired Settlement: For verizon to drop the fees being charged to me.

Business Response: Per Verizon records, customer's final bill, dated December **, 2015, reflected a balance due of $132.74. Issued a credit in this amount on June **, 2016.  The account is now at a zero balance.

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Additional Notes

Complaint: The Verizon box in my home is defective. After multiple calls I was told that because of the company workers being on strike, they could not send someone to fix my issue for 5 days. I explained that I ran a business from my home and that having working Internet was crucial to my business. I am losing over four days of work which will result in a reduced income and potential lost customers.

Desired Settlement: A repair within 24 hours of my calling.

Business Response: Service has been repaired.

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Additional Notes

Complaint: They are aware of a problem with their Quantum boxes and there is no fix. I have called 6 times in three weeks. The box erases the scheduled programs on it's on I have to keep adding them back manually. They have rebooted the box more times than I can count.

Desired Settlement: They need to find a fix for the widespread problem

Business Response: According to record, Verizon dispatched a technician on June **, 2016 who reactivated the set top box to correct the service issue.  Additionally, the consumer received a one-time courtesy credit of $50.00, which will appear on the June **, 2016 bill statement.

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]

 

This did NOT resolve the problem. I was told a fix for the problem would be available on 6/** and to wait until 7/*/16 to make sure the problem was corrected. 

 

 

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


Sincerely,

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




 

Business Response:

Records indicate Verizon's Fiber Service Solutions representative made contact with the consumer on July *, 2016 to address the service issues; as the update completed June **, 2016.  The consumer confirmed the service is working; however, expressed concerns that the issue will reoccur.  Verizon agreed to follow-up within 7 days to ascertain if there are further issues.  Subsequently, on July *, 2016 Verizon's Executive Relations analyst spoke with the consumer who confirmed no further issues.  The representative provided direct contact information to the consumer for future use, if necessary.

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 have Verizon's landline services. They dropped me from the federal lifeline discount program in November 2015 without any notification about needing to re-certify. I sent in a re-certification in December, but it was rejected because a checkbox on the form was not ticked off, and the placement of the checkbox was confusing. I resent a re-certification application in February, but was told in March and April to wait for it to process, and that the higher monthly charges (around $40 a month vs. the $7 of my usual bill) would be reversed retroactively since December once the lifeline application is approved. In April I was told that they never received my application in February. I sent in another application via mail on April ***, 2016 and was again told to wait 3-4 weeks for it to process, then 5-8 weeks for it to process. I was told in May that they may not have processed it yet due to the worker strike. I was told on June **** that the application is being processed, and that I should call the following week to see if it had been certified. On June ****, 2016 I was told by a supervisor that they have no idea what happened to this 3rd application sent in April, nor the 2nd application sent in February. I was told they can do nothing about the increased billing charges that have been happening since December despite that they keep "losing" my applications and telling me to wait for them to be approved.

Desired Settlement: I believe that Verizon was dishonest in telling me to keep waiting for my lifeline application to be approved, and telling me that they had received my applications, and then later telling me that they never received my applications. I would like any charges accumulated since December 2015 to be adjusted, because they have made it impossible for me to re-certify the lifeline discount that would have re-adjusted the last 6 months bills closer to $40 instead of $200.

Business Response:  spoke with the customer regarding the lifeline. the telephone number on the account ..now in a final status. customer failed to re-certify in a timely fashion, per Universal Service Administrator rules for lifeline. customer claims multiple recertification applications sent in. no proof of such, only valid application scanned into system and denied 01/**/2016. mrs failed to pick a program, which is mandatory disclosure during application process. mrs opened claim on feb ** with vz regarding ln2 application. vz issued inappropriate credits to account without lifeline discounts on the account. advsd during conversation on 03/***16 that no notes for receipt of application exist. CSSC offline referral dated 03/** advsd no application found, left customer message. may ** mrs sent in lifeline app, but account already suspended. lifeline is not a retro service, only valid to dates approved by usac. I advsd customer that she would need to pay existing balance, but if elected to start service again & apply for lifeline to let me know and I'll monitor application to ensure that it would make it through the application process and head off any problems if such arose. no credit issued or offered. CSSSC 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:

Verizon failed to notify us of life line status being dropped. Verizon claimed that multiple applications were not received, and promised to retroactively adjust bills from December once life line application was approved. However, this was not possible because Verizon continued from February to June to claim that the 2nd and 3rd applications were in progress and asked us, the customer, to wait for approval. To now tell us that neither the 2nd nor 3rd application was ever received, after being told otherwise, is not acceptable. Business does claim that they can do nothing for us in this case, but I do not find their response as resolving my complaint. If I were not told months and months by customer service agents to keep waiting and call back after 6-8 weeks, I would have cancelled this service long ago, as Verizon has made it impossible to recertify the lifeline discount, by continually telling us that they are processing the application and telling us to wait, and then being told months later that they were never received.

I am not complaining about the lack of opportunity to open an entirely new account, I am complaining about the charges accumulated over the last 6 months while being told lies by customer service.

 

 

 

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


Sincerely,

***** ****




 

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Additional Notes

Complaint: A few months ago we called Verizon to see if it was possible to make a change to the way our services were billed- we were still continuing with all 3 services- tv, cable and phone but wanted TV billed separately. The first gentleman we spoke with told us it would not be a problem- IT WOULD NOT EXTEND OUR CONTRACT- and could be resolved over the phone. Next billing cycle, the change was not made- since then we have made numerous calls, spent hours on hold and explaining to numerous reps. We were finally told that the problem could only be resolved by a service person coming out to "reinstall" service we already had. Although this sounds ludicrous, we agreed to this to resolve the problem and were told we would be charged $75 for the visit. A tech came did something that caused us to now have no tv service and told us no matter what someone "in the office" told us, it was not possible to fix. At that point, we just canceled the tv after a long hold. We were told we were not going to be charged for the unsuccessful service call but we were. We had planned to pay but today I call to cancel the service as we will be moving and was told we were entered into a contract even though we confirmed this several times and are now facing a $150 termination fee. As I did not knowingly enter the contract, in fact confirmed to the contrary, this- as well as the unsuccessful service visit are unfair charges.

Desired Settlement: I would like a credit of $150 for the early termination and a credit of $75 for the service call where the tech was only able to disrupt our service but not repair it. Though I doubt I will use Verizon again, it is confusing that every person you contact tells a different version of what is possible or not possible and contradict each other. They will only give you a first name- like Dave- they say it is against their policy to provide last name, last initial or any type of ID # which makes it impossible to prove what each informed you.

Business Response:

Please be advised, Verizon has reviewed the consumers account, records reflect the consumer contacted Verizon requesting to have services bill separately.  The consumer inadvertently was advised inaccurate information regarding the billing of services. A technician was dispatched on the order request and advised at that time that the separation could not be performed. This information was explained to the consumer who then requested to cancel the order. TV services were disconnected in March 2016. Data and Telephone services were disconnected in June. The Verizon billing agent has advised that an early termination fee has not billed to the account to date and has made attempts to speak with the consumer in order to discuss the account for resolution. Attempts have been made to speak with the consumer, however to date; we have not been successful in our attempts to reach her. A please call letter will be mailed in hopes of speaking with the consumer regarding this 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 made numerous lengthy attempts to resolve matter both via calls and the chat option.  The day after I entered this complaint, I received a call from a **** ****** with Verizon who stated the company would be reviewing the matter to find a resolution.  I have not received any further calls or voicemails from Verizon after that.  

 

 

 

 

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


Sincerely,

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



 

Business Response:

Please be advised,  upon receipt of the rebuttal complaint, Verizon spoke with the consumer on  6/**/16  advising that a billing agent would be in contact with her either on  6/** or 6/**/16 to discuss the account. Records reflect billing agent - Deborah  made attempts to reach the consumer on  6/**/16 and 6/**/16 to discuss the account. The agent has advised that they were unsuccessful in reaching the consumer, however did leave a detailed voicemail message advising that the 6/*/2016 billing statement totaling $159.24 was for telephone and internet charges. Records reflect telephone and internet services were disconnected on  6/*/16 . (TV services were removed in March 2016). The billing agent has left word also advising that the customer will receive back dated credit (adjustments back to 6/*/16 when services were disconnected) on the final bill to be rendered July 2016. No early termination fee has billed to the account to date nor was Verizon able to locate a technician visit fee billed.

 

An email has been forwarded to the consumer providing the above information and also direct contact information should the consumer wish to discuss the account info further. 


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Additional Notes

Complaint: Verizon are billing me for calls i did not make. Three lengthy phone discussions have not resolved the problem

Desired Settlement: I want Verizon to correct whatever is wrong with the way they have set up the billing process and to cease the incorrect billings

Business Response:


 

On 6/**/16, a Verizon representative discussed the concern with *** ****** and explained the Message Calls are billed in 5 minute increments. The representative explained that the Message Units are billed for each call and for each 5 minute increment of usage (while in use, on the phone line). The representative explained if a call goes over 5 minutes, the customer is billed for more than one call and messages going into the voicemail are charged. The representative also reviewed the records and assured the customer we show no errors. The representative has provided her contact information and has agreed to research this matter further.

 

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Additional Notes

Complaint: I scheduled an installation appointment at my apartment on September **, 2014, because according to their website, I could receive cable and internet services. A technician came to my apartment and quickly determined that the wiring for their services was not working/not installed/defective, and left, without leaving me any equipment. I received an email from Verizon stating that service was not available in my area. Shortly thereafter, I received a bill. I called their customer service and explained the situation, and what seems to have happened is that the technician did not log things out correctly somehow--basically, the technician did not return the router to inventory. The customer service representative told me that they would remove the charges. A few weeks later, I received another bill. I called customer service again, and explained the situation. The customer service representative told me that they would set the account balance to $0 and that I should not receive another bill. I did not keep records of these phone calls, though I should have, because it took many hours of waiting on hold just to speak to someone, but I did not receive another bill. Now I have received a notice from Convergent Outsourcing, Inc., a collections agency, saying that I have a past due amount of $43.54, and that they will accept a settlement of $21.77. This is a relatively small amount; however, I have disputed the collection not only because I don't owe Verizon money, but because this points to larger fraud issues at the company.

Desired Settlement: I would like Verizon to correct the collection amount with Convergent Outsourcing, completely zero out my account and close it, correct any court judgments or credit reports that they have made, and inform me in writing that this has been completed.

Business Response: We were not able to reach the customer after making several attempts.  We suggest the customer contact us at their earliest convenience to discuss their concerns.  A letter was mailed to the customer to address their 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:

I have not received any written correspondence from the business yet. They have attempted to call, but I am unable to take personal calls during regular or extended business hours. This is one reason I asked for a written confirmation of their resolution--the other being that I have so far not had a resolution despite verbal confirmations over the phone, and this doesn't leave me or the business with a satisfactory record.

Thank you,

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

 

 

 

 

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


Sincerely,

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




 

Business Response: We were not able to reach the customer by telephone.  A revised letter was sent on 6/**/16 to the customer.  We suggest the customer contact us at their earliest convenience if they would like to discuss further.

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 have Verizon FIOS internet service. The verizon router is not working properly. On 6/**/16 I contacted verizon through their online live chat support system. I was told by a technician on the live chat that a new router would be shipped on 6/**/16 to replace the defective router. I received an email from *** giving a tracking number (******************) for the order to be shipped. However, no shipment has taken place. I followed up with verizon on 6/**/16 regarding the status of the shipment via verizon online live chat support system. This time a technician (Sainath) told me that the router will be shipped but did not give a date even after I repeatedly asked for a date.

Desired Settlement: Verizon ships a new router to replace the defective router.

Business Response:

Please be advise upon receipt of the complaint we sent a new router to *** *****.  We confirmed delivery and test to find the new equipment was installed. We were not able to reach *** ***** to confirm the services are working, but have sent a letter asking her to call me if she is still having problems. 

 

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

 

Thank you,

 

*** *****

Sr. Analyst

Verizon Executive Relations


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Additional Notes

Complaint: I have been having problems with phone and internet service on an intermittent basis for a long time. Verizon cannot seem to fix my problems with any reliability, because the problem recurs every couple of months. Last week, the problem with my internet service occurred again and I spent another hour plus on the phone with tech support. I was told the problem was on their end and would be "permanently" fixed this time. Then, the next day, I unexpectedly received a new modem to install. I don't know who decided the problem was the modem, but this is the fourth or fifth modem I have tried and none of them have fixed the problem with any reliability. Plus, when they did whatever they did on their end to fix my internet service, they broke my phone service, because I then got static and a persistent hum on the line and the calls drop unexpectedly. When I called to report this, I was given a choice of dates and times for a service call that I had to be home for. I picked Saturday, June *, between 1 and 4 PM. When no one had shown up by 3:45 PM, I called to find out if they were still coming, only to be told that they didn't know why I was given that day and time as there was no one available on that day to provide service. So I spent four hours waiting for nothing and am stuck with unacceptable phone service through the weekend. Not only does Verizon obviously not care about customer time, but they also make no effort to account or compensate for unacceptable service. I spoke with a Mr. H****** (supervisor?) after the customer service rep could not provide any answers or satisfaction and he was equally unaccommodating.

Desired Settlement: I want a tangible acknowledgement of the continuing nature of my problems and some form of restitution for my wasted time, aggravation and unacceptable/poor service.

Business Response: We apologize for any misunderstanding on an appointment for a technician visit. Our investigation found that the issues with the internet were caused by static/noise on the line that was cleared on 6/**/16. A repair manager left a message for the customer with his name and direct number to call if there are any further issues.

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Additional Notes

Complaint: I contacted Verizon in January 2016 because we were losing our free HBO promotion. I spoke to LaKisha P*****, Verizon agent and she said she would give me a manual credit of $14.99 for the next 6 months (continuing our free HBO for 6 months), if we upgraded our internet. She sent me an email confirming this, and we upgraded our internet. She issued the $15 credit once in February and never again. We have autopay on, which paid the full March bill, not knowing that our $15 credit was NOT applied. Once I realized, I called and they applied the credit, only to tell me that I would have to call every month for it. I called again in April & May with no issues. I called them tonight for the $15 credit on my June bill, and the agent I spoke to refused. I have the email from Lakisha P*****, as well as a screenshot from Verizon's website of my account, showing that only 4 of the 6 $15 credits have been applied.

Desired Settlement: Verizon owes me 2 $15 credits (only 4 has been applied thus far) because their agent promised me this in January (in writing) in exchange for us upgrading our internet with them. We upgraded, and should get the remaining 2 adjustments as agreed upon. I also want to cancel the HBO channels effective 6/**/16 and have the bill prorated to show this as well.

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: On my cable bill there is a bill for Regional Sports Network Fee for $2.76. When I call them and ask what is this bill I'm paying, they tell me they really don't know. Or are not able to explain this bill. We moved to Chesapeake, Va in Dec. * 2014, and has always showed up on our bill. No one can answer me. I want this taken off my bill and they tell me they can't. Can you please at least find out what this is and why they can't take it off my bill?

Desired Settlement: Have that taken off my bill and credit me for at least 19 months of this being on my phone bill.

Business Response:

On June **, 2016, subsequent to receipt of the complaint, I spoke to *** ***** and apologized for his concern. I advised him that the Regional Sports Network Fee helps to cover the rising cost of delivering regional collegiate and professional sports programming to subscribers. The fee is assessed only on customers who have subscribed to programming packages that include Regional Sports Networks. *** ***** stated that he only watches MLB (Major League Baseball) and ESPN.   I offered and *** ***** accepted a follow-up call from a billing representative to further explain what packages determine billing of the regional sports fee. Today, June **, 2016, a representative spoke to Mr. L****.  She also advised him that if he has questions on any other taxes or surcharges, an explanation can be found on the Verizon web site under taxes & fees.

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: - we called Verizon ***** in order to let them know about our move to Germany and wanted to address our termination of the contract effective 07/**/2016. ‘All right, no problem…you will get a conformation’ - 30 Minutes later we received an email confirmation that all our services will be connected 05/**!!!! (Order no. *************) - about 5 more phone call followed (20-30 min. each). All agents promised to correct and confirm by email. - finally on 05/** we got the requested email confirmation that the same Order no. ************* will disconnect all services *****. - *****: Our phone was disconnected !!!!! - since then we spent about 6 hours on the phone with the Helpline and were forwarded back and forth between all available departments (Customer service, tech service, sales department, billing department) - Saturday ***** a Verizon technician was at our home to check the hardware of our system, connected the landline of the phone with port #2 and asked us to call Verizon again to get this port activated. Of course we did…more phone calls, more forwardings…more apologies.. Result: Phone is still not working now for 14 days and I think the call center has no clue how to solve the situation! And we’re paying without getting the service. Account No: *************** Bill is under ****** ****.

Desired Settlement: I would all of my services reinstated immediately (home phone, internet, cable tv). Home phone and internet are most important as I am conducting international business through these channels. I'd also like to receive a refund for the inconvenience as I have spent roughly 8 hours within the past 2 weeks speaking to incompetent customer service representatives. Please contact myself or my executive coordinator Gloria K** at ******************* (###-###-####) as soon as possible. Thank you. - **** *** ****** **** (Account No: ***************)

Business Response:

The customer’s service was restored on 06/**/16. The customer will receive out of service credit for the time they were without telephone service.

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Additional Notes

Complaint: I was sold Verizon Fios TV service as part of a package when I called only wanting to purchase internet. They sold this to me by telling me I could watch TV with the Fios Xbox App (I don't have a TV, i have an xbox and a projector). This was at the end of March. A few days after I purchased service, I went lookign for the verizon Fios App to discover it had been discontinued and fios no longer offered the Xbox App. I contacted verizon and asked for a set top box which is now the only way to connect the xbox to the TV services at no additional charge, as they sold me the bundle based on the fact I could use it through my xbox and then they discontinued the app at the same time they sold it to me. They told me theres nothign they can do except 1) have my buy a settop box for an additona$12 a month or dicontinue my TV services which would eliminate any bundle pricing nad make the cost of the "stand alone" internet go up to above what I currently pay for TV and internet.

Desired Settlement: Replace the fios app with the settop box to me free of charge every month as that was what was advertised adn sold to me by your sales staff.

Business Response: A Verizon billing escalation representative spoke with *** ***** and agreed to provide a standard set top box at no charge. A Verizon technician was dispatched on 6/**/2016 and installed an outlet for her. The representative will follow up the July 2016 bill to make sure the billing is correct.

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Additional Notes

Complaint: I contacted Verizon in May 2014 to disconnect my service at my existing residence and to connect service at my new residence for fios, internet and landline package. I returned all equipment from old residence and was set-up with new account at my new residence. In 2015, I was contacted about a set top box that was not returned. I let Verizon know that I returned all boxes and had a receipt. No one informed me that anything was unpaid. In 2015, I was contacted from a collections agency stating that I had an unpaid balance. I called Verizon to find out about this because I never received any bills stating that anything was unpaid. Verizon stated it was due to unreturned set top box. They said they had sent final bills but were unable to locate me at my old address. This does not make sense since I gave Verizon my new address when I originally contacted them about disconnecting the old residence and connecting at the new residence. I still have a Verizon account at my new address. I was told this matter had been taken care of. Then when I applying for refinance of my mortgage, I was informed that Verizon had put a mark on my credit for delinquency in the amount of $31. I called Verizon again they then stated that was the amount I still owed them for the old residence. I told them I had paid all of the remaining bills and I would not be paying this. They agreed and said that they would fix my account and send a report to the credit bureaus to remove the delinquency. I was sent a letter in writing stating this. I again tried to refinance my mortgage in March and was again told that this was still on the credit report. I called Verizon again and they again stated they would remove this from my credit report. I tried again in June to refinance my mortgage and was told the Verizon delinquency is still noted. I called Verizon again and was transferred three times and then the call was disconnected after being transferred to credit reporting. The account rep gave me a number to call credit reporting if I was disconnected. I called that number and it was customer service again so I had to start all over again. By this time was pretty upset and frustrated after months of going round and round and my call was once again disconnected after being placed on hold. I am unable to resolve this matter and will seek legal counsel for damages due to the impact to my credit if this is not resolved immediately. When my contract is up at my new residence I will no longer be a Verizon customer. This is the only delinquency on my credit report. All my other creditors are paid on time and this is dragging down my score. I always pay all of my bills on time. I do not understand why this has not been resolved. I still have the letter from Verizon stating that they would resolve this 4 months ago.

Desired Settlement: I want Verizon to fix their accounts and to fix my credit report immediately as promised four months ago.

Business Response:

The Finance Department has submitted a request to the three credit reporting agencies to have the account removed from the customer’s credit report.  The customer should allow 30 days for the credit reporting agencies to reflect the updated information.  I spoke to the customer on June **, 2016 and advised. The customer was satisfied.


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6/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As a Verizon Fios Business customer my office has 4 telephone lines of which a couple had no dial tone for several days. When a Verizon Tech did come to my office i was told "this is not a verizon fios issue, please contact a local ******** business." My private practice is a very busniess business and since I was told to get my internal issues taken care of elsewhere, i was billed $123. for labor, and again told contact Verizon as their Fios Box has issues. Follow day another Fios tech comes to my office says "my phone lines should operate shortly, if they do not - contact Verizon and we will replace entire Fios box." IN THE END, I am left with the $123 service fee with Teleco NJ, as VERIZON FIOS does not credit outside company bills though the issue could've been taken care of by their Techs. I hope Verizon negligence will be taken care of & others don't get stuck with outside costs, along with your monthly bills!!!

Business Response:

Please be advised that Verizon has spoken with *** **** regarding the recent repair of his service.  Verizon has issued the requested credit and it should be reflected on *** ****'s next bill.

 

We trust this information will help to resolve *** ****'s concerns.

 

Sincerely,

 

 

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

*!zs2954987*!ze

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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6/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Can't pay my bill online as I continue to receive the message, "** *** ****** ** ******* **** ******* ** **** ***** ****** *** ***** ****** ** ********* *** *** **************" When I call Verizon Customer Service the wait times are over 30-minutes and I can't wait that long and do my job effectively.

Desired Settlement: I need to be able to pay my Verizon bill. I would be happy to cancel service but I can't find a way to complete this online and the Customer Service wait times are too long for me to do my job at Adobe effectively. More to the point, I don't have time for this.

Business Response: Please be advised Verizon has fixed the glitch in the system that was not allowing *** ********* to access his account online. I spoke to *** ********* and he advised he can now access his account online.

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Additional Notes

Complaint: I have a 2 year contracted price with Verizon for service started March 2015. However upon my 2nd year I noticed my bill was increased as they changed my contract by adding HBO. *** I never asked them to change my service to add HBO.*** I called them and they adjusted their system by removing the HBO service (I never ordered it.) However they will not keep to my original contract price. I contacted them at least four times by phone. Each time I am placed on hold between 30 minutes - 60 minutes and the representative says they are speaking to their supervisor. They say the issue is taken care of and it will be adjusted on my bill. When I check my bills it is not taken care of and the charges are still higher then what they had contracted me at. My last call they said they cannot do anything to keep to my original contracted price as I am still getting a great bill. I don't know what else to do because their website is very difficult to navigate. I just want to send them my contract so someone can look at it and adjust their system so I can get credits for the past bills that have been invoiced $20 - $30 higher per month. They are now adding late fees on time of that. However I have been paying the contracted price each month that they had told me it would be at.

Desired Settlement: Please adjust my monthly charges to the contracted price that I was promised and had been paying the first year which was to be good through the 2nd year as well. Also I need bill adjustment to all the fees charged over the contracted price that I am being billed at along with the late fees.

Business Response:

Subsequent to receipt of the complaint, a Verizon billing representative spoke to **** ********* and reviewed her bill.  The standard order of confirmation bundled was to be $49.99 for 24 months .  Further review could not determine why the bill increased to $59.99.  There were no expired discounts reflected on the bill statement.  Consequently, the attending representative added a recurring $10 credit until February 2017 which is the end of the current contract.  The representative also reviewed the HBO promotion that expired.  Because the customer called right away to remove it, the representative issued a credit for one month of HBO.  A credit was also issued a $5 late fee charge.  The representative advised where to find the discount and associated expiration dates on the bill.  The customer was advised that the bundle discounts will expire February 2017.  The customer was satisfied. 

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6/24/2016 Problems with Product/Service
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Additional Notes

Complaint: We signed a $10 agreement with a telemarketer that came to the house for cable only through Verizon. The contract was signed on a Verizon tablet after the telemarketer confirmed with a manager on his cell phone that this deal could be made. We did not receive a copy of the contract (telemarketer promised to send to us). Telemarketer said that we would need to pay $32 for the first 3 months and then the $10 would go into affect. We did pay the $32 which was billed and then after 3 months, we are now receiving $55.68 for cable only. I paid another $32 and explain in a letter sent in with my payment that the contract said it would go to $10/month. Verizon was communicating with me through a fax but no one has called me back. They will not send me a copy of my agreement and they are threatening to cancel my tv service. I have sent in another $10 which is my contractual amount agreed upon. Please help. My bill is currently $ 110.37. I left Verizon years ago because my rate always changed and I spent a lot of time on the phone trying to clear the matter. If this is not resolved, I will not use Verizon ever again. Please help.

Desired Settlement: I would like Verizon to acknowledge the contract that I signed for cable TV only. It is for the basic TV - approximately 10 channels and I would like to receive a monthly statement for $10/month for 2 years. Our only contact info for Verizon (they would not allow us to call) is Michele at fax # ###-###-####

Business Response:

Verizon investigation determined the customer was correct in his statement as to the contract he agreed to and the account needs to be credited every month for 2 years. The email sent to the customer shows the Monthly Recurring Charge was waived and the customer would pay $9.99 for the router. For the first three months the customer would pay for the router and the 3 installments of the activation fee which was $23 a month. The "free data" was supposed to be promotional and not for two years.  The customer was advised the customer we will be honoring fee waived promotion on 75/75 internet via post billing adjustments. The customer was informed the credit will continue until the contract ends 09/**/17. Verizon Appeals representative explained two manual adjustments of $39.99 were issued one on 4/*/16 and 4/*/16, to the account for the February and March bills, leaving a balance due of $10.39.  Verizon also issued two credits of $5.00 each for late payment charges on 4/*/16. *** ********** was satisfied and has the Appeals representative's number to call if there are any problems or questions.

 

Joyce D****

Verizon Executive Relations Sr. Analyst

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 will respond after I receive the next bill from Verizon.  My current balance is $100; therefore, I would like to see if this amount gets credited to my account and that my monthly bill of $10.39 going forward is accepted.  I hope I do not have to call Verizon every month for the next year and a half in order to get my credit.  

 

Thank you for all your help.

 

****

 

 

 

 

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


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



 

Consumer Response: the billing problem has still not been corrected

Business Response:

On 6/*/16 Verizon Appeals Billing representative spoke with *** ********** and advised him he does not have to worry about someone having to manual adjust his account monthly. The representative explained a $3*.** credit was set up as a recurring adjustment so the system generates it every month. *** ********** was informed the credit is issued after the bill prints so he will not see it until the following month. The current balance of $31.*8 covers 2 months of router rental and two $5.00 late payment charges. *** ********** understood and had no further questions or concerns.

Joyce D****

Verizon Executive Relations Sr. Analyst

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Additional Notes

Complaint: I faithfully had Verizon FIOS internet services for two years, with bills paid in full on time every month. As of April **, 2016, I discontinued my services with Verizon because of a move to another city. I have two primary issues: 1) Verizon did not close my account as I thought they would. As of June **, 2016, I still receive billing statements for $0.00. I am unable to access my account online When I contacted Verizon's customer service line, the support representative said effectively: "* ***** ***** **** ******** ** ****** **** **** ** ********* ***** ******" I do not want to receive a $0.00 billing statement from Verizon every month for the rest of my life. 2) When I originally opened the account, I was required to pay a $100 security deposit to rent a FIOS router. As of June **, 2016, I have yet to receive that deposit credited back to my original debit card. Verizon's billing support said they couldn't help with that either. Thusfar, Verizon has been unable to help alleviate any of the issues that they brought upon me. I do not wish to have an account with them anymore, but they won't let me do that. I wish to receive my deposit, but they won't let me have that either.

Desired Settlement: I think Verizon has the responsibility to refund my $100 security deposit credited to my original debit card or mailed to my new address with a tracking number provided and an email receipt. Verizon also has the responsibility to close my account completely and entirely, with no further billing statements sent to me in any capacity.

Business Response:

Verizon records show *** *********** account was disconnected on 04/**/16 as requested.  Verizon has spoken with *** ********* and confirmed this information and will follow-up regarding any refund of a credit balance.

We trust this information will help to resolve *** *********** 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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Additional Notes

Complaint: I wanted to change my fios TV package because I was paying for Encore and that service no longer exists, I also wanted to drop Cinemax and add HBO to my service. I was also told I would receive Starz free for 1 year. Verizon then disconnected my phones and when I called they refused to reconnect them. I was without telephone service for 5 days. After calling several times and speaking to many different people I was told by Verizon that I would just have to deal with it or go to another service. I was astonished!! They also took away Starz that was promised to me for free. I did switch to another provider and canceled my service with verizon. I was told by Verizon that they would owe me money for unused service. A few days later I received an email that I owe them $392.55 which included a $5 late charge. I have never made a late payment to them in my life!

Desired Settlement: I would like Verizon to explain my bill and tell me why they disconnected my phone service, why they lied to me.

Business Response: *** ******* was advised Encore wasn't removed but its name changed on 4-*-16 to Starz Encore. Also advised the he owed on his 4-**-16 bill $177.68 and May bill for $214.87 totaling $392.55. We did issue $5 credit for late payment charge on 5-**-16 and *** ******* mailed in payment of $387.55 so he now has a zero balance. 

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 states that Encore wasn't removed and it's name was changed, however this was not reflected on my statement (it still said Encore), and when I called to question no one from Verizon told me that the name was changed.  No notices were sent, or emailed.    Verizon also states that the large bill was 2 bills combined. This may have been true however when I logged into Verizon website to check it said that my balance was $0, and when I called a recording said my balance was $0.  For some reason, Verizon created a second account number under my name and did not inform me.  When I called they did not tell me about the second account number.  It is true Verizon gave me a $5 credit for the late payment after I called to complain.  I was also told by Verizon that they would actually owe me money for unused services when I canceled.  This was not explained.

 

Verizon also could not explain why my phone service was disconnected, which is the reason that I made this complaint.  (my phones were disconnected weeks before they said I had a late payment)  They also had no explanation as to why they refused to reconnect my phones.  A Verizon representative did apologize to me over the phone, however there was no apology in the response to this complaint.  They just stated was was resolved and ignored the unresolved.  (i.e. My phones being disconnected)  They could not also explain as to why they said I would receive Starz free for 1 year, and then disconnected it after a few days.

 

This has been going on for over 1 month, I have spent about 6 hours of my time on the phone with Verizon trying to figure all this out. 

 

 

 

 

 

 

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


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




 

Business Response:  Called and spoke with customer. He explained what happened and I apologized for how he was treated and for what happened. Offered to go over options but customer refused. I explained that Encore wasn't removed but its name changed on 4-*-16 to Starz Encore. I explained to customer how he owed 4-**-16 bill for $177.68 and May bill for $214.87 totaling $392.55. We did issue $5 credit for late payment charge on 5-**-16 and customer mailed in payment of $387.55 so customer has a zero balance.

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:

 

It's amazing, Verizon disconnected my phones and refused to reconnect them.  I was without telephone service for 5 days before I went to another service.  Verizon still will not give me a refund for the 5 days of lost service, and over 6 hours of my life on the phone with them,  they apologized, and did try to go over fios packages for service but by that time I was already with a new service and did not want to change back.  I was told that I would receive a refund for unused services but instead they sent me a bill, a bill that I did pay because I was exhausted and did not want to fight anymore.  They won, but I feel better now because it will be the last payment I ever send to Verizon.  

Verizon, you've admitted you disconnected my phones without cause, you apologized for the way I was treated.  Please give me some compensation!  A dollar!  something and I will accept it and mark this complaint as resolved!!

 

 

 

 

 

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


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




 

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Additional Notes

Complaint: Verizon has consistently over-billed me since last July. I have called each and every month until last month because I have not received satisfaction to I paid what I was quoted. Yet each time I call, I am told that there is no record of my phone calls to achieve resolution but they charge me late fees which are dismissed with call and yet the next bill indicates that no late charges were removed. To add insult to injury, I have to wait an average of 30 min to speak to a customer service rep who transfers me to someone else then another person - inevitably the call gets disconnected and I have to start over again until I give up. They refuse to send me an email or written confirmation of my bill with corrections Additionally they blame DTV so I call but my account with them is charged correctly.

Desired Settlement: I want verizon to act with propriety, to correct all errors made on my account and to send me a written confirmation with correct billing amount with guarntee that this will be in effect for the past grievances and future billing. I would like some sort of remuneration for over-charges, fees.

Business Response:

 


  On 5/**/16, a Verizon representative discussed the issue with the customer.  The representative issued a credit of $50.00 to the account, $5.00 for 10 months of late fees billed from July 2015 through April of 2016.  The representative also explained the monthly Verizon charges would be approximately $72.00.   

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:

Billing is still incorrect & inconsistent from verizon so I am concerned that I will encounter the same problem moving forward.  The attached says I paid in full but with a $5 late charge??? this indicates that I still have a balace of - 42. 23 which looks like a credit but says to pay in full.  

Also, I lost service for 2 weeks due to problems with their switcing station - not see a credit for this though it was promised verbally on the phone during my discussion with verizon.  I had taken time to try to make sense of the past billing and fully intended to handle this today or within the time frame of 30 days.  The verizon representative was not very polite and was uniformed re my billing history, unaware that I was to receive $5 discount for using triple play with Directv billing.  She said the overcharges were due to late charges but it wasn't.  They had billed me as much as $123.00    I am still confused re the $160.00 credit

Thank you for your help but I don't know what to do to avoid further issues.   

 


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




 

Business Response:

 

 

Verizon's records show the customer was sent an email on 6/**/16 that included the details of her services and charges.  The customer was provided the number to Verizon's Escalations should she need to call.

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 KEEP HAVING TO CALL VERIZON FOR SERVICE RELATED ISSUES; BEFORE IT WAS MY CABLE, IT KEPT FREEZING AND PIXELATING; SO I GOT A NEW CABLE SERVICE PROVIDER BUT I KEPT VERIZON INTERNET AND PHONE; AND I HAVE HAD TO CALL BECAUSE OF ISSUES WITH MY INTERNET SERVICE SO THEY SENT A TECHNICIAN TO MY HOME AND HE INSTALLED A NEW INTERNET ROUTER BUT THE PROBLEM PERSISTS. TODAY I HAD INTERENET CONNECTION ISSUES AGAIN BUT THEY WANTED ME TO TROUBLESHOOT; I INFORMED THE REPRESENTATIVE THAT I HAVE PAID FOR THE SERVICE AND THAT I AM NOT A TECHNICIAN AND DON'T FEEL COMFORTABLE TROUBLESHOOTING; I ASKED FOR A SUPERVISOR AND SHE OUTRIGHT LIED TO ME! SHE SAID THAT THERE WAS NO TECHNICIAN SHE COULD SEND BECAUSE THEY DON'T KNOW HOW TO SERVICE THE INTERNET; BUT WHEN SHE REALIZED THAT I PAY FOR INSIDE WIRE MAINTENANCE THEN SHE COULD SEND SOMEONE OUT. I FEEL LIKE VERIZON WANTS THE MOST MONEY POSSIBLE AND HAVE TO DO THE LEAST WORK AND THAT ANNOYS ME; I WANT TO KNOW THAT A BUSINESS I PAY EVERY MONTHS APPRECIATE MY BUSINESS. I DON'T LIKE KNOWING THAT I DO BUSINESS WITH CHRONOLOGICAL LIARS BECAUSE I WAS TAUGHT BY MY GRANDMOTHER IF YOU LIE THEN YOU WILL STEAL; AND AT THE MOMENT I REALIZED REGINA WAS LYING TO ME I FELT CHEATED! SHE SAID SHE IS SENDING A TECHNICIAN AFTER I GOT IGNORANT WITH HER, HOWEVER I AM NOT SURE I BELIEVE HER

Desired Settlement: REPLACEMENT OF INTERNET ROUTER; AND A CREDIT OF 25% OF MY BILL; AND AN APOLOGY FOR ALL THE COMPLAINTS I HAD TO MAKE AND FOR SUBSTANDARD SERVICE OF INTERNET AND CABLE

Business Response:

On June *, 2016, subsequent to receipt of the complaint, I contacted *** ***** and apologized for the alleged rude behavior by Verizon representatives, etc. Ms. also objected to being asked to troubleshoot with Company representatives.  I politely responded by stating that troubleshooting can prove to be effective and efficient in that sometimes a problem can be resolved with simple measures taken. Nevertheless, *** ***** advised that a technician was out that day and told her that her computer has a virus. The trouble report reflects that the technician found issues with the customer’s equipment/electronics.  She thought she was covered by a security plan but her account does not reflect any such service on her account. *** ***** was upset and wanted to know what are her options regarding maintaining the integrity of her internet. I advised I would forward her concern to our Fiber Solutions Center to contact her and advise her of available options.   A Fiber Solutions Center representative spoke to the customer and verified that a technician was dispatched and service verified to be working fine.  No further issues per the customer. 

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6/21/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 1. Internet device (modem/router) never delivered-no follow-up from Verizon for 40 days. 2. Had a 2-hour chat session with customer service to ensure that the technician will arrive with a set of device since I did not receive it prior to the scheduled installation time, was told by Verizon that they did not have access to contact their technician. Multiple phone calls that took several hours subsequently did not resolve the issue, either. 3. No-show during scheduled appointment time window (a 4-hour window) for installation, even though I was reassured that the technician would come when I called while waiting. So basically, Verizon lied. 4. No follow-up from Verizon after technician no-show. Called multiple times and tried several chat sessions-no solutions offered. No status update.

Desired Settlement: 1. Offer explanation and apologies for this horrendous customer service, probably among the worst I have ever seen. 2. Finish the installation and offer a solution compensating for multiple delays and dishonest claims from customer service. 3. If the above 2 are not met, I will rescind all my services with Verizon, including wireless services, and escalate this issue until it gets proper attention and resolution.

Business Response:

The equipment is showing awaiting customer pick up from *** Access Point Location *** ****** ******** *** *** * *** ** ************ ** *****. This information was obtained via ***.com using tracking code ****************** provided to the customer via email on 05/**/16. *** attempted to deliver the package to the customer 05/**/16 but was unsuccessful and the customer changed the delivery method to the *** Access Point.

The customer has canceled the order for Verizon 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:

1. I did not change the delivery method to *** Access Point-*** did. I stopped by *** access point on 5/**/2016, but access point failed to find my package. Verizon also failed to follow up with ***, especially given the fact that I never even saw the package. 

2. The equipment should not be the central focus of this issue-it could have, and should have, been easily resolved by having an installation technician arrive with an extra equipment and finish the setup. Instead, no-show during the initially scheduled 4-hour installation window on 6/**, despite being promised that the technician would come while I called.

3. After my initial complaint on BBB, somebody from Verizon executive representative called me, in an arrogant and condescending manner, agreed to send a technician between 8am-noon on 6/*** No-show till 11am on 6/**. Then I called customer service, and was told that nobody even told the dispatcher about installation at my place, and it would not be possible to finish installation on 6/**. So no-show again. 

4. I cancelled my service because of Verizon's failure in appointment adherence, unresponsive, unprofessional and disrespectful customer service.

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 cancelled my account with Verizon and received a credit at the end of March, 2016. l then received an invoice stating that I owe 108 dollars for equipment to Verizon--I proceeded to find a Verizon store around my area, I went to three different ones, and all of them were either third party and did not receive equipment or the stores have long closed. After several tries I managed to speak to a nice lady on the phone and she happened to have the IT person there and was able to see my account through the back door as my account was closed and agents are unable to see it at this point--the lady was very nice and sent me a package with a self-stamped slip to drop the equipment at ***. Equipment was sent on April **, 2016 and received by Verizon the following week-- nevertheless, my account was not updated and I am still getting notes from Collection Agency -- *** ***, based in Boston, MA, as their systems do not communicate. My account with Verizon was ###-###-####-***, my account with *** *** is *********. I had then tried to communicate with someone to send them all the proofs needed and finally was able to fax something to the collection agency--now I must wait for them to send all to Verizon and see if they can clear my account. This is not proper way of handling business as systems between two companies do not communicate and agents in Verizon are unable to update account nor view it. I need a solution to this.

Desired Settlement: I want to have my account clear and want a proper apology from Verizon. for four years was paying for services that I did not get; internet was always cut off, and when I tried to cancel they first offer me "free" additional 2 MPS of internet for home, which is nothing, and then when I finally cancelled they are wasting my time trying to clear their mess. I think at this point they should pay me for fixing their way its operations work.

Business Response: This account has been brought to a zero balance and recalled from the outside collection agency.

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Additional Notes

Complaint: ive had horrible Internet for months and when the technician came to fix that Verizon workers were on strike to corporate people came covering for them. They damaged my home phone line causing static and poor connection. My internet was never fixed and is still slow and actually stopped working 5 days ago. I have made 3 service call appointments with Verizon and spoken to 4 supervisors who have all failed me. They neve showed up for my service calls after I sat home waiting. I still have no internet and poor phone service. They refuse to compensate me for my time or the fact that they have provided horrible customer service. Every time they make a mistake they blame blame it on one rep thinking the other rep would do it. When I asked for corporate information they refused to give t to me.

Desired Settlement: I would like my service fixed both Internet and phone as they damaged my phone lines. And j would like to be compensated for all my time dealing with this mess as well as the time my phone line has been staticky and my internet not functioning properly.0

Business Response: The customer was contacted regarding the outage.  We dispatched a technician on June **** who was able to resolve their concerns.  A credit has been issued to the account for the loss in 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,

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



 

6/17/2016 Problems with Product/Service
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Additional Notes

Complaint: I have just noticed a Collection account on my Credit Report with **************** * **********. The original creditor is Verizon, the balance amount is $72, and the open date was May **, 2015. My own records state that I paid my final bill to Verizon in September 2014, which is when my two year contract ended, for the amount of 71.58USD. For reference, my old Verizon Online Account Number was *********** I have no other knowledge of pending debt with Verizon (I haven't had any other contract with them), nor have I received any communication notifying me about any further payments due since September 2012.

Desired Settlement: I would like to reverse this charge and remove it from my credit report.

Business Response:

The customer’s former Verizon account, Account Number ****************, with the balance of 71.58 is a SOLD account. The customer needs to contact the purchaser of the account; Orion Portfolio Services at the phone number ###-###-####. This account was sold on 06/**/2015. Verizon is not credit reporting this customer as the rights to the account are no longer owned by Verizon.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Give that it now appears my account was sold by Verizon to Orion Portfolio Services, I will direct my complaint to them.

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



 

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Additional Notes

Complaint: On April **, 2016 a Verizon tech came to fix a broken cable line that was damaged by another Verizon tech whom had been working on a neighbor's house a few days prior. Since then, we have been promised that someone will come and bury the cable to prevent further breakage, damage, and internet outage. We were told that someone would be over in a week after the initial fix however, nobody showed up. When I called Verizon numerous times I was transferred from person to person and given numerous dates as to when someone would show up to bury the cable. Each time was a disappointment since I took off work to be home but no one showed up. Then on May *, the fiber cable broken again because the community had come to mow the lawn and the cable snapped. I had to take May * off so that a tech could come and fix the internet. When the tech arrived on May *, I was informed that due to the force of the lawnmower, the cable had snapped and broken the terminal connector and there was nothing Verizon could do to fix it and I had to schedule yet another appointment for someone to fix that. The tech then called her boss to see if there was something she could do and finally gave us temporary internet using a shared connection with our neighbor. We were told that a tech would then come in the next few days to fix the terminal connection as well as bury the cable and restore our normal internet service. We are now connected to super slow speeds which is not what we are paying for. Until now, nobody has showed up to fix anything or bury the cable. I have been calling since May * and have been told multiple appointment dates only to take time off work and nobody shows up. The excuse is the same every time..."due to the strike" blah blah blah...I have visited the Verizon store to try and resolve the issue with no luck, only to be passed from number to number and still, nobody shows up. I am beyond frustrated at this point as I have wasted too much time and effort because of something that was not my fault to begin with. Why am I paying for a service that I am not receiving?!? How much more of my time will Verizon continue to waste before they are satisfied? This is just ridiculous and unacceptable and someone needs to fix this issue ASAP because too much time and effort has already been wasted!!!! The next step is going to be legal action if this situation is not resolved.

Desired Settlement: Someone from management needs to call me to explain why this issue is still resolved. They also need to send someone to fix the broken terminal connector as well as bury the cable. This needs to be done within the next week so that I do not have to call and schedule an appointment again when the cable breaks. If I am expected to take off work yet again, Verizon will need to compensate me for that time because I have taken off too many days only to have a no call no show. I need this issue resolved immediately!!!!

Business Response:

I spoke to *** *** May **, 2016 and she confirmed satisfaction with repair of internet -- speed and connectivity were working just fine.  I also advised that I had issued a $23.33 credit for internet charges equal to 17 days of service.  I confirmed today that the buried service wire ticket was completed June *, 2016 and the cutover was completed June **, 2016. 

 

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 advise that Verizon take better care of their customers the next time the employees decide to strike. Since this is something that occurs every 3-4 years, Verizon needs to be prepared to have knowledgeable techs/employees on hand to resolve any issues that arise.  Due to poor planning, we were transferred to multiple inexperienced people and told multiple excuses.  I am grateful that this issue has finally been resolved after two months however, the amount of time that I have wasted is inexcusable and I hope that Verizon does not allow what happened to me to happen again to other customers.  With that being said, I do want to thank Rachel, Steve (technician from Oklahoma) and Steve from the Customer Relations office.  These three individuals really deserve a big shout-out for their commitment to ensuring that my internet got fixed.  


Sincerely,

******* ***



 


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Additional Notes

Complaint: I have been Verizon customer for over 20 year and what I have discovered on my bill last weekend was beyond any unethical and fraudulent practice. My name is ***** ******** and my account # is ********** *** ***. For some time I have been wondering why my home phone bill is $86.40 as I barely use it and it was supposed to be for voice service only. I saw a line on my bill “High Speed Internet” for $33.99. I immediately called customer service on June *, 2016 to investigate as why I am being charged each month for internet service when I do not use Verizon as internet provider, and have different one. I spoke to customer service representative and then he transferred me to supervisor on duty Mike (employee # *******). What I was told was freighting – since November **, 2011 Verizon has been charging me for ‘High speed internet’ each month by their mistake and system failed to recognize that I was billed incorrectly for something I did not use nor agreed to as service. I was on hold for over 45 minutes until they did thorough investigation before informing me. Mike has immediately removed this feature/item from my services so I do not get billed any longer. He assured me that he has filed internal report to their back corporate office and someone will definitely call me within 48 hours. Per him, he did not have authority to issue credit for such big amount and all he was authorized to do is to file report. I have even provided my mobile number just in case they cannot reach me at home number. It’s been 5 days already and no one from Verizon has called me.

Desired Settlement: To resolve this matter and make things right, I want Verizon to refund me all the fees/taxes they have collected from me for ‘High Speed Internet’ access which was billed by their mistake plus interest of 3% a year. They have billed me incorrectly since November **, 2011 per their supervisor Mike. Should Verizon choose to disregard this matter, I will file official complaint with Attorney General for State of New York for unethical business practices and will call my lawyer to file a suit on Small Claim Court in State of New York. I am asking to get back what I was charged for incorrectly by Verizon’s mistake and providing adequate time for Verizon to resolve this matter.

Business Response: The customer was contacted on June *** regarding the Verizon internet charges.  After a complete investigation we have agreed to refund all of the internet charges from December 2011 through June 2016.

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 April 2016, I moved to my new apartment. I placed successfully ordered online for Verizon FIOS TV and Internet, with a scheduled installation date of April ****. Verizon's strike started April ****, but I never got any notification that there was an issue with the scheduled installation date. I take an entire day off from work, waited at my new place most of the day with no contact from Verizon. Only after calling them was I informed that the install would have to be rescheduled due to the strike with a earliest date of 21 days later. I ended up going with Cablevision at that time. A few weeks ago, I placed a new order for Verizon service online, and my order was placed on hold because the system could not validate my identity. I had to call a number to speak to someone from their credit verification team who then said I would have to fax in a copy of my identification in order for this order to proceed. I inquired to why this was the case when I had placed a order successfully less than two months ago. I didn't get much of an answer but was asked to send in this info via fax. I did do just that and called them back. They received the fax and released the order so it could continue. I next spoke to a representative from another department about scheduling my installation date. I was then informed I would have to pay a $250 deposit for service. I repeated my concerns with this as there was no such requirement on the previous order. The rep said that fee would have to be paid in order to proceed. I requested that this order be cancelled as there is no legitimate reason as to why I am now being treated this way. I strongly recommend to my friends to stay away from Verizon.

Desired Settlement: I would like a conversation from a senior person in the management team. This behavior and treatment of me as a potential customer was completely unacceptable.

Business Response: I spoke with customer on *** and apologized for the complications with his orders.  I offered to have a new order for service placed.  Unfortunately, at this time the customer did not agree to place a new order.

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:

A new order that goes through this same process with not enough details of current problems does not resolve my original complaint.  I would rather stay with another provider of internet and television service as there is no compelling reason for me to attempt this again.

 

 

 

 

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 had verizon three years and signed onto a 2 year contract when I first had them installed in my home. Over the past year and a half they have slowly been increasing prices and taking away stations (I have the lowest level of cable) and I have called NUMEROUS times. Last Summer they gave me a discount and the agent assured me it would last as long as I had verizon no need for contracts as long as I changed nothing. I was "ad lib" so to speak. I got my bill this month and they jacked up the price as well as reduced more channels. I have called multiple times and when I finally get a human am told am in a contract, which I NEVER agreed to and dont want to honor the original price. I got an offer from a competitor and told them and they last agent laughed and just said I am in a contract. I will NOT pay these fees and NEVER signed up for a contract.

Desired Settlement: I want my money refunded, price honored and/or for them to admit they have no contract and I can change when ever I want! I work to hard for what little money I have.

Business Response:  I agreed that if Customer  needs to cancel before 4/2017 we will waive the ETF. I adjusted 10.00 from her May bill and I will flup and adj 10.00 from her june bill. I also added a new 7.00 discount for the next 12 months. I advsd her new bills will be 120 per month until 4/2017 when the contract promotions end.

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 your assistance in this matter. 
Sincerely,
***** *****


 

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Additional Notes

Complaint: I have spent 25+ hours, on 35+ phone calls, with 40+ people in the past 3 weeks attempting to get basic home phone service installed. My husband is currently incarcerated and in order for him to come home, he must be put on house arrest. In order for house arrest equipment to be installed, we need home phone service. I initially contacted Verizon on April **. I signed up for service and was initially given a May ** install date. I called 2 days later to see if I can get my install date bumped up. It got bumped to April ****. Come that day, no one showed up. I called twice in 3 hours and both people claimed I was "**** ** **** *** * ****". Nope. Eventually, I got someone to do a central office connect. However, the phone doesn't work on my end. I called for a repair, but they said I am still considered a new install and not a priority. I was so infuriated, that I didn't call back for a few days to reschedule. I called and got a new date of May **, then May * and finally May **. This was over various phone calls. No one showed up yesterday, May **. I was told no one was ever showing up. I am once again rescheduled, now June *. My husband can not come home until this phone is working! I am taking care of 2 children, including a 4 month old, with no help and no income. I am going to end up homeless because these ignorant animals couldn't be bothered to come fix my phone. I also rely on SafeLink (minute phones) for communication and I have all but used up all my minutes on these people, with no other phone for emergencies or to speak with my husband from jail. This is unacceptable! I don't care about a strike! People are still working regardless.

Desired Settlement: I want my phone repaired, installed, whatever immediately. I also feel I should be compensated for the nightmare these people put me through.

Business Response:

Please be advised, Verizon records reflect order #********* was created 4/**/16 carrying an original due date of 4/**/16. Unfortunately due to the work stoppage Verizon was experiencing, the departments were short staffed and it unfortunately impacted our workload as well as the consumers, for this we do apologize. Records reflect the service order completed on  5/**/16 however the consumer did not have dial tone within the premise. A trouble ticket was created 5/*/16 and a technician was dispatched 5/**/16 however had no access to the building. A second technician was dispatched 6/*/16 and restored dial tone having repaired the inside wiring. 

Verizon has spoken with the consumer and confirmed that services are functioning. Verizon has agreed to follow up with the consumer once billing generates to ensure adjustments have been applied to the account for the timeframe in which she was unable to access Verizon services .


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Additional Notes

Complaint: Not receiving even a a quarter of the promise internet speeds, constant "throttling" of Internet speeds at specific times of day ( literally at the same time on the dot and for the same amount of time every single day) limits on my "unlimited" service all while being told from a disgruntled tech that their lines need to be upgraded for any permanent fix occur.

Desired Settlement: Some form of forced action to fix their equipment, make my internet work for more than two minutes at a time for more half the day, and also recieve the Internet speeds that they advertise and that I'm paying for, at this point I would be happy with have of the speed I pay for as long as it's consistent

Business Response:

Verizon tested the service and detected noise on the line as well as a wiring issue. We contacted the customer and explained that a technician needed to be dispatched. She stated that she was too busy right now to provide access and she would attempt to install new wire and a filter herself. The customer will call back as her schedule permits to set up a dispatch if required. Verizon apologizes for any inconvenience the customer has experienced as a result of this matter.

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Additional Notes

Complaint: 2 months ago i had a problem with my internet service. My internet service provider is verizon dsl. I use them only because it is the only internet offered in my area. My service wasn't working from the start of my service period. So i called them at least 10 times for intermittent service. They then proceeded to send techs to my house repeatedly for repair tickets in which i had to waste 10 days of my time to wait for them to arrive to do absolutely nothing to fix the issue and then tell me that the problem was fixed. To this day the problem is not resolved. I am currently on the phone for the eleventh time to resolve the issue but probably to no avail. The account is in my wife's name under Barbara Penniman. We pay 50 dollars a month for this service that doesn't even work properly and they have yet to resolve the problem.

Desired Settlement: All I want is for them to do whatever it takes to fix the issue. They say the are the most reliable network in america. To me this is a false advertisement because my at&t cell phone internet is faster and is more reliable. If the problem keeps going unresolved i will press for a lawsuit for false advertisement.

Business Response:

The company made repairs in the central office to address the customer’s internet issues. As of 5/**/16, the customer advised they saw internet improvement. The company continued to monitor the service and messages were left on 5/**/16 and again on 6/*/16 to verify resolution. The customer has been provided contact information for additional concerns.

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Additional Notes

Complaint: Telephone Account/Phone Number: ###-###-#### For the past four years I have had problems with the DSL Internet service provided over my telephone line. I am a former network design engineer with Verizon and left on good terms. I say this just to get you to understand that I may have some knowledge of the issue and am just not simply complaining. The issue I believe stems from lack of throughput from the DSLAM unit located at the junction of ***** and ** *** in New Kent County and Verizon's data network. Verizon technicians have been to my house and check my telephone line at least a dozen times with no change in the reliability of my connection. We have to reboot our router as many as a dozen times a day in order to get a connection that will last from 5 minutes to several hours. Technicians have told me that this problem is rampant in my area and I am not the only one affected.

Desired Settlement: I would like to be reimbursed for the services that I have not received over the past year at least. Being an electrical engineer, my billable rate is $150/hour. In the last month alone I have spent over twenty hours on the phone with technical support to try to get this problem resolved. I have filed an FCC complaint.

Business Response:

The issue was addressed by Verizon in a complaint filed with the FCC under IC Number: ******. Verizon advised the following on 5/**/16:

Matthew B****** expressed concern about internet connectivity. According to our records, on 5/*/16 the customer was contacted by Tech Support. An outage was addressed by the company. It has been confirmed that there is some congestion on the DSL equipment serving this customer; however, Verizon Engineering has advised there are no plans for relief at this time.

Verizon’s position remains unchanged.


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Additional Notes

Complaint: My home phone service stopped working on Friday May ** and I cannot get in touch with Verizon to repair it. Their website says they are having delays related to a strike, but I need my phone to work now. Efforts to resolve online were unsuccessful as it leads to this message: ******* * *** *** **** *** ************ ********* ****** *** **** ** ****" directing me to call Verizon, which doesn't work.

Desired Settlement: Phone service to be restored and additional compensation for wasting my time

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 been verizon customer for more than 17 yrs , I have a bundle service of internet and land phone . today I have called Verizon to transfer the service to my new home , after 15 minutes with a representative he said verizon has no service in my new home address and he gonna transfer me to customer service to cancel my account. after 5-10 minutes waiting he said that his system was down and is gonna be better if I call the custumer service #. Ok, I did call and talked to Lisa ID # ***** in between waiting and talking for 40 minutes , saying the same ( we no served in that address ) but she said they have verizon wireless in the area and can give me an extension to have land home . to what I said no, I need internet mostly. so she said they do not service fios in this area. when I ask her to cancel my account , she said it is ok ,but you have to pay $ 90 because I have a contract active for 9 more month. and Verizon policy said that. Then I spoke to her supervisor ** ********** and she said the same. I think this is completely unfair , because it is not my fault if they can not give me fios services but ,yes phone service. I have a contract for a bundle service, so I want both services or ,if not cancel the account with no any charge on me. ****** ******** ###-###-####( verizon land line )

Desired Settlement: Verizon should recognize they are wrong. and cancel my account without any charge. If it is not verizon policy is kind of fraud.

Business Response:

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

Joyce D****

Verizon Executive Relations Sr. Analyst

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 have contacted Verizon multiple times a technician has not shown up for the appointment they gave me twice and they keep on giving me the runaround when I asked when would a technician come to start my service I understand that Verizon technicians are on strike but verizon makes millions of dollars off of their customers every year and they are treating their customers unfair when they are trying to even give them the advantage and go with them instead of ******* I am highly upset about this

Desired Settlement: I would like a technician to come out on a day that they make the appointment to start my service I also would like for Verizon to adjust my upcoming bill for this unfair circumstances

Business Response:

Please be advised Verizon has tried to make contact with *** ****** several times with no success. Verizon installed *** ******* services on May **, 2016

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Additional Notes

Complaint: After getting talked into resigning a 2 year contract with Verizon with a great bundle deal, I see that my Verizon additional surcharges were more than doubled. Seems like they did this to compensate for giving me a great bundle. I also saw on the ******* website that the Federal Subscriber Line and Access Recovery Charge is regulated and Capped at $6.50, but I am being charged $17.60. When I brought this up to the representative on the phone, she did not want to hear it, she kept saying this is charge by the government and Verizon had no control over it, and I had told her and am reading this directly from the ******* website and she said to have a great day and hung up on me. On my July 2015 bill before I resigned a 2 year agreement, the "Verizon Surcharges and Other Charges & Credits" were $16.88, and then in October 2015 after the 2 year agreement was in place the "Verizon Surcharges and Other Charges & Credits" were $45.57, and seemed to stay steady at this rate.

Desired Settlement: I would like this to be reviewed, explained, and adjusted. I have copied and pasted a link from FCC website for you to review as well, ********************************************** , I also did not appreciate Verizon's customer service representative adamantly saying that it is all Federal and Government charges that Verizon do not have control over. It is as clear as day when Verizon breaks down the bill with areas such as "Taxes, Governmental Surcharges and Fees" and "Verizon Surcharges and Other Charges & Credits". If it is not possible, just release my business and myself from the 2 year agreement so I can bring my business elsewhere. Thank you for your time and concern.

Business Response: Called and left another voicemail. We have left four voice mails and no one is available on contact numbers. The issue needs to be closed and I advised customer to call ***** ******* for further assistance.

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Additional Notes

Complaint: I signed up for service with Verizon in February of this year. I was promised a package price of $64.99 per month for their Triple Play. Their bills to me have been for $149 and $159 for this same package. I have paid the proper "Estimated Monthly Amount" from the paperwork I received when I signed up for service. I have paid the bills ON TIME, and to the best of my knowledge, I am paid up completely, however Verizon claims that I owe $276.96 (in error). I have sent MULTIPLE LETTERS and called MULTIPLE TIMES. They are either UNABLE or UNWILLING to correct their error. They are perpetrating a FRAUD on me - a classic example of BAIT and SWITCH.

Desired Settlement: I want Verizon to either correct my bills from the beginning of my account, or to disconnect my service. I DO NOT OWE THEM ANYTHING.

Business Response:

Please be advised, Verizon has spoken with the consumer and reviewed the account with him. It has been explained to the consumer that the only way to reduce monthly billing down to the requested price point of $64.99 would be to downgrade services on the account. The consumer does not wish to make any changes to the account. As a courtesy to the consumer Verizon has adjusted the current billing of $290.01 to down to a zero balance. No additional adjustments are warranted. No additional orders have been placed.


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 DID speak with Verizon, but their account of the discussion is INCORRECT.  I DID NOT state that I do "not wish to make any changes to the account," as they indicate.  ON THE CONTRARY, I WANT THEM TO CHANGE THE ACCOUNT back to the originally contracted services.  I WANT THEM TO HONOR THEIR ORIGINAL COMMITMENT to provide those services at the agreed upon price of $64.99.  

The original order confirmation information that I received, both in the form of an Email from Verizon, and in the form of a letter from Verizon, BOTH confirm that they would provide the requested services at a monthly rate of $64.99 (Triple Play TV, Telephone and 100MB/s Internet).  I offered to send the documentation to the representative directly in the form of a fax or Email, but he declined to provide a phone number or Email address to which I could send the information. 

Changes that have occurred to my account since the date I signed up for service are directly the result of Verizon personnel actions only, in an attempt to appease my dissatisfaction with their incorrect billing and their inability to correct their billing problems. 

I WANT THE ORIGINALLY AGREED-TO SERVICES FOR THE ORIGINALLY AGREED PRICE, anything less is completely unacceptable and constitutes fraud.

Sincerely,

** ******

 

 

 

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


Sincerely,

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




 

Business Response:

Please be advised upon receipt of the rebuttal complaint, Verizon advised the consumer that the services on the account would have to be downgraded in order to come close to the $64.99 pricing. Records show on 5/**/16 an order was placed to downgrade the account to the Triple Play Bundle with Data 100/100 priced at $89.99 per month (not including taxes, equipment,etc). A recurring $25 credit has been applied to the account to (to be received for 24 months). The consumers account has been notated that should he wish to cancel services within the 24 month timeframe, no early termination fee will be incurred.


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: Business phone line became inoperable on 5/**/16. Opened a repair ticket that same day. Verizon responded that there was a problem with their cable and would dispatch a tech on 6/*/16. Three weeks of our phone line being inoperable will negatively affect our sales and customer service! We do not have wireless phone service in our area.

Desired Settlement: a working business phone line as soon as possible

Business Response:

Verizon cleared static on May **, 2016 . Spoke to Antique table and they advised service has no more static and she is very happy.

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: On April ****, 2016, I had my Verizon Fios service disconnected without any prior notice. I called numerous times and found out my account had been disconnected due to a move request. I made no authorizations for account updates so the representative said my issue would be pushed up. They stated they could not reinstate service and I would have to wait until May *** for restoral of service. Since the reconnect time was so far in the future, I decided to wait and have my service reconnected on May **** at which time I would be moving. I set up an appointment and ended my phone conversation with the customer service rep. Two weeks after that conversation I received an e-mail stating my appointment had been rescheduled to May ****. I called Verizon again and was told my account showed an appointment date of May **** so the email must have been an error. I repeatedly asked the customer service rep if my appointment was still scheduled for May **** and he assured me it was. Earlier today, **May, I decided to verify my connection was still scheduled for May **** so I called and was told my appointment was still on track for May ****. I informed them i never changed my appointment and asked how it could happen. The rep informed me the service technicians have been busy, due to the strike, so they must have rescheduled my appointment due to their work load. The issues I have with Verizon Fios is their lack professionalism, lack of consideration for their customer, and their lack of concern when their personnel do not follow protocol. In addition to all this, I have been charged $120 for services between **Apr and **May, when I wasn't even receiving services.

Desired Settlement: I simply want them to keep their agreements and complete the job. I would like to have my services connected as soon as possible.

Business Response:

I spoke with *** ****, acknowledged and apologized for the inconvenience.  *** **** said the technician was there this morning and installed the service and everything is working fine.  *** **** said he was going to call the BBB and tell them.  I apologized, he said he wants things addressed with the person who disconnected his service without authorization.  I apologized and advised that would be investigated and addressed internally by the supervisor of the person involved.  I asked if there was anything else I could do to assist and *** **** said no, I advised him to call me directly should he have any problems or questions. 

 

Joyce D****

Verizon Executive Relations Sr. Analyst

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Additional Notes

Complaint: SPEED OF INTERNET IS A FRACTION OF WHTAT IM PAYING FOR . JUST DID VERIZON SPEED TEST AND IT BARELY REGISTERED **/10.

Desired Settlement: IT BETTER BE SOMETHING . I HAVE BEEN DEALING WITH THIS ISSUE FOR SOME TIME. MY CONTRACT IS ALMOST UP AND I WILL BE CHANGING PROVIDERS IF THIS ISSUE IS NOT RESOLVED.

Business Response: I called the customer and tested the line.  He is getting proper speeds for his 75/75 - just to be proactive we power cycled the BHR and ONT.  I  advised the customer to monitor it and call tech support if he has any further issuesCase closed.

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Additional Notes

Complaint: Accepted Services from Verizon to install and provide Verizon FIOS service under order #: ************* and ************* on ** April 2016 in Virginia Beach VA. The order included the "Triple Play" Plan for FIOS Digital Voice Unlimited, FIOS Custom TV - Essentials and FIOS Internet 100/100 for a total of an estimated $166.60 per month for a two year contract. After waiting for Verizon Service technicians to show up for installation on four separate occasions with no cancellation call and the latest information from Service Call Ticket number ********** that Verizon is only taking care of "Existing Customers", I find it completely abusive of the customers time. Verizon has not called or notify me or anyone in my family of any installation cancellation. I believe that Verizon's behavior toward the consumer should not be accepted and should be inexcusable for a company their size. The answers from the managers I 've spoken on the phone, although apologetic, is that they have "nothing" to offer." And that because of a strike they can not complete the work. I can understand that an installation appointment is going to be missed, things happen, but four! With no phone call? UNACCEPTABLE. Additionally, I had to spend an additional $30.00 to complement my cellular service data package so my daughter could complete school work on line because Verizon could meet their contractual obligation.

Desired Settlement: I believe this type of behavior towards the consumers time (wife and I waited on four separate occasions for installs) should have some sort of ramification. I would like to receive a personal apology from a Verizon Executive for wasting five days of our time and over five very aggravating hours on the phone trying to find resolution to this issue. I also would like to know why Verizon feels is acceptable to not submit courtesy calls when they know they won't be bale t o fulfill an order. Verizon FIOS Installs and customer service in ******** ***** ** should receive the lowest scores possible.

Business Response:

Please be advised, Verizon installed services for the consumer on 5/**/16. We apologize for the delays in installation however due to the work stoppage Verizon was unable to keep the original commitment provided. Verizon has agreed to follow up on the consumers account to adjust one month’s service, once billing has generated.


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: Calls to Verizon service representatives get connected after 15 minutes or more. They invariably put you on hold for something and then the call gets disconnected. This has happened to me 4 out of my 5 last calls. They do not call back even when I provide my number and ask them to call back in case the call gets disconnected. Any request to talk to the managers gets the standard response - managers are in a meeting, they are too busy to talk to you. A call to Verizon ends up in wasting 30 - 60 minutes of one's time, without being able to accomplish anything. On top of it, it causes anger and frustration on having to waste so much time.

Desired Settlement: If Verizon is not able to provide resolutions to customer requests via phone calls, they should allow us to reach them via email so that we do not waste our time.

Business Response:

On May **, 2016, our billing representative spoke with *** **** who placed Better Business Escalation due to his requesting a shipping box and label to return the Set Top Box (STB).  Customer claims we never sent the shipping box to return equipment.  He is unhappy with the customer experience.  Our billing representative assured the customer they would make sure he gets the box to return STB.  *** **** was looking to reduce his bill and we adjusted billing in the amount of $22.90 for 18 months which covers for a discount until the end of his contract in October 2017 and he is satisfied with the resolution.

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Additional Notes

Complaint: On February *, 2016 Verizon installed cable and Wifi services for my home. After the installation I called customer service and told them that My Internet was extremely slow and I wasn't satisfied with the poor service. The Verizon representative told me to run some diagnostic test which she guided me on and confirmed that the Internet was slow. She then told me to download an app and see if that improved the service however It Didn't... I called again on February ** and asked if someone could come to take a look at it because the Internet was still extremely slow. She said she could have a technician over the next day (February **) but it would cost me $80 the first hour and any additional time would be charged hourly. So I told her I wanted to cancel my service and to disconnect everything. The Verizon representative informed me that I had 30 days to take the equipment back to and authorized Verizon store. On February ** I took the equipment back and received several confirmation emails stating; 1) the service had been canceled. 2) the equipment had been received and No further action needed from my part. 3) A bill summary stating that I didn't owe anything because I canceled within the cancellation time frame. However 2 months later On May **** I receive a letter in the mail stating I owe $230.38 dollars. I call customer service at ###-###-#### and spoke to a Verizon representative and she agreed that based on the account history It was clear I canceled on time and the debt should not exist. She said she would "OPEN A CASE FOR DISMISAL" and wait for an answer either by mail o E-mail. However Today May ***, 2016 I receive yet another bill stating that I owe $230.38 cents I called customer service again at ###-###-#### was on hold for 30min until a Verizon Rep by the name of Mike answered, reviewed my case and confirmed the same information the previous representative had stated on May ****. Mike the Verizon Rep asked for my phone number and said he would call me back because it looked like my bill had been sent to collection and there was nothing he could do. He also apologized that he could not escalate the claim to a supervisor because NO one was available due to the Verizon Strike.

Desired Settlement: I would Like my Bill canceled and if anything was sent to a collecting agency that Too be dismissed. So that my Credit isn't affected.

Business Response: Company records show that on 5/*/16, Verizon spoke with the customer and fully credited his balance of $230.38 under Account Number: *******************. Upon receipt of this complaint we were able to verify this was previously addressed and the account now has a zero balance. A final bill will be issued on or about 6/*/16 and will reflect this information.

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 contacted Verizon to install Internet ADSL. They did not show up for the booked installation 3 times. So I called to cancel the installation never received. They did not return my $250 deposit and they keep sending me the bill for a non existing (never started) service. I sent the bills back with the explanation. I tried to contact them several times. Only one employee is looking into it, but I have not received any resolution communication. Instead I received a letter from a collection agency for the bill. Apparently there are 3 collection agencies after me for this as per Chase Receivable indication.

Desired Settlement: I need Verizon to cancel whatever they have on me. Return my deposit and never send me any bill in the future. Cancel all collection agencies they contacted and clear my credit with all 3 agencies in case they have reported to the credit bureau.

Business Response: We apologize for the referral to the outside collection agency. The account has been credited and pulled back from the outside collection agency. Deposits take 30-60 to be refunded to the customer's same account they used to pay the deposit.

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Additional Notes

Complaint: Verizon changed my bundled contract without my authorization/permission effective with my March *, 2016 bill. The unauthorized change increased my bill amount. Furthermore, it wiped out credits on the account that were guaranteed/promised to me until November, 2017. I have all my bills and credit offers from November, 2015 when I signed the contract with Verizon.

Desired Settlement: I want Verizon to honor the original bundled contract and guaranteed/promised credits offered to me in November, 2015 through November, 2017.

Business Response:

I spoke to *** *** and issued a $90 recurring credit to offset the rate he was promised until Nov

2017. I also issued a 1 time credit of $88.94 to bring the current balance to $13.30. The customer

is satisfied. Case closed.

Tell us why here...

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Additional Notes

Complaint: I closed my Verizon FIOS service 7 months back. Every month since then I have received a statement that I am owed $59.33. I have called Verizon customer service twice in that time frame. First of all getting to speak to a representative itself was very frustrating - over 20 minutes of being shunted through different menus. When I got through the first time the representative asked me to call back when the accounting department was open. I called back (again going through the 20 minutes of frustration) and spoke to someone in the account department who said that the refund would be sent to me. That was over 2 months back - nothing's happened since then. Looking through the comments section this looks like a very common problem impacting multiple customers. Verizon's customer service is just awful! And I want my refund!

Desired Settlement: I want to get a refund without me having to call Verizon again and again wasting 20 minutes every time!

Consumer Response:

Better Business Bureau:

In reference to complaint ID ********, Verizon finally sent me the refund amount. It's unfortunate that it required complaints to the BBB & FCC for Verizon to finally pay attention.

Sincerely,

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



 


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Additional Notes

Complaint: In November of 2015 my family and I moved into a new rental home. We transferred our Verizon account to our new address and had everything efficiently set up. On February **, 2016 we unfortunately experienced a major flood that resulted in the complete destruction of the main floor and basement of the house we were renting. We subsequently placed our Verizon account on hold in an attempt to save some money. We spent 7 weeks living in an extended stay hotel. On March ****, we made the decision to move into a new home, as our previous home was no longer inhabitable. On March **** I called Verizon and set up a new package to be installed in our new home effective April 1st. The sales representative set up a package that was identical to our previous package (Triple Play - Internet 150/150, Extreme HD with HBO and Showtime, and Home Phone) the quoted price was $177.71. I was informed that we had to wait to processed the order because our account was on hold and it would take a few days to come out of holding. The sale person said that he would call us in a few days when the account came out of hold. A few days past and no call came. On March **** I called to see if we could continue to move forward. I spoke with a new representative, who said the account was out of holding but that he could not find the quote previously established. He then went on further to say that he could not give me the promised price. He stated that it was because the house that we were going to move into was not Fios ready. He told me that the only way he could give me the price of 177.71 / month was if he changed the Extreme HD to Preferred HD. I assured him that the house was Fios ready. He told me to agree to this quote and have the technician come out to the property. He stated that if the property truly was Fios ready that the technician would document it and that I would just have to call back and he would honor the original package (Internet 150/150, Extreme HD, and Home phone) for 177.71 / month. I agreed. The technician arrived and confirmed that the house was already set up for Fios. Later that day I spoke to another individual who stated there were no notes on the account and that she could not honor the agreed plan. I was told that I would not get a better price from Comcast and that I should just be happy with the package. I was thoroughly disappointed. I've been with Fios since 2011 and have thus far enjoyed the service.

Desired Settlement: I would like to have the original quote honored (Fios Quantum Internet 150/150, Extreme HD with HBO and Showtime, and Home Phone) for 177.71/month.

Business Response:

Please be advised we were able to restore the Extreme TV programming for *** ******** along with a $20 discount to be applied for 12 months to cover the cost.  *** ******** is satisfied.

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

Thank you,

Ms. M****

Sr. Analyst

Verizon Executive Relations

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Additional Notes

Complaint: I recently decided to switch over from Time Warner Cable to Verizon Fios, however the process has been fraught with issues. The installation was scheduled for April ****, 2016. The technician arrived over an hour late and proceeded to spend the next three hours on a failed installation. He disconnected my existing TWC service and said there was an issue with the Verizon main hub, however I should receive Fios automatically within the hour. He even promised to call after an hour to ensure my service was connected. Fios did not automatically connect and I did not receive any calls. Over the course of the next two days I was without internet and cable, seriously impeding my ability to work in addition to having to wait at home for technicians who never showed up. I was forced to switch back to Time Warner Cable in order to restore internet services. My main complaint is with Verizon customer service. I have spent in total over 10 hours on the phone with Verizon. I have cell phone records to confirm this is not an exaggeration. I have experienced being on hold for over an hour and then getting an automated message saying "*** ** ******** ******* ** *** *** ****** **** ***** *******". I have asked to be transferred to a supervisor or manager only to be disconnected. I have received assurances from five different representatives and managers saying they will call me back, none of which has happened. There is no accountability for Verizon representatives and no incentive for them to call back a customer. Once the phone call ends, the customer has no way of contacting that same representative again. There are no direct lines and representatives are not allowed to provide their full names. So if the customer never receives a callback, which in my case occurred five times, they will have to call the same Verizon generic phone number and be subjected to hour long wait times. There are no written agreements to confirm anything promised over the phone. After much effort, I was able to schedule an installation for April ****,2016. The technician also failed to complete the installation, however he was able to provide an explanation that there are damaged ports in the cable room and a construction team would be needed. Due to the strike, there is no known estimate of when that will be. He was able to reconnect my existing TWC service so I still have Time Warner in the interim. On May ***, 2016, I decided to cancel my Fios and return all the unused equipment. Since the original install date of April **** I have had zero days of Fios service. I called Verizon to request a return box and was told I would be charged for the router that I purchased. I had assurances from a previous supervisor that if I were to cancel and return all equipment, I would not be charged for anything since I never received any service. The representative now told me that I would have to pay $200 for a router I never used (No accountability). I have recorded phone calls to confirm the supervisor's promise that I would not be charged for the router. Understandably there is a CWA strike which is causing delays, however as mentioned previously, my main complaint is with the inability and reluctance of customer service representatives to resolve the issue and placate the customer.

Desired Settlement: Personally, I would like to not be charged for any service that I did not receive, including $200 for the router I am returning. I have spent over 10 hours on the phone and missed 4 days of work due to this repeated failed installation. The least that Verizon can do is not charge me for service and products never used. From a corporate viewpoint, Verizon should hold their representatives accountable for offers and promises made over the phone. The current system which does not allow for the customer to contact the direct representative to whom they are speaking with, allows for zero incentive for the representative to follow up on any assurances they made. Verizon should also provide mid level management contacts for formal complaints. When I requested to file a complaint, I could only speak with low level supervisors, automated Verizon recordings, or I was told to contact the CEO, ****** ******.

Business Response:

Verizon spoke with the customer and confirmed the cancellation of his order. We also advised the customer that he will not be billed for the FiOS services that were not delivered. The required equipment return authorization has been issued and based upon the customer’s stated intent to return that equipment forthwith, he will not be billed unreturned equipment charges. An email confirming all action taken was provided to the customer. Verizon apologizes for the poor service and inconvenience that the customer experienced as a result of this matter.

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Additional Notes

Complaint: on 1/**/2016 I closed my account with Verizon - account # *******************. Verizon Billed me after I had closed my account. I have called a total of 6 times over 4 months - each time telling me they have processed my refund and I should be receiving the amount owed to me within 10-14 days. I have still not received the money and have to continue to call and get told the same thing. This is a scam to their consumers, as they feel they can bill customers after they cancel and they will not know/follow-up about it.

Desired Settlement: I would like a full refund of the money plus interest as it is past 90 days.

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: Verizon owns the telephone poles in our town. When we purchased our current home in September of 2015 the telephone line came off of our house. We contacted Berizon and was told someone would be out to fix it and we would get our confirmation via text and email. No one ever came. I have called almost weekly and the issues has yet to be resolved. We have no home phone service so it is the responsibility of the company who owns the pole to fix this safety issue. I have called, gotten ticket numbers, have been hung up on, and have been told that they would come fix it and then had that ticket closed. This is unacceptable and unsafe and action needs to be taken, in a family rich neighborhood with children and animals running around. It's unacceptable that this company cannot ensure the safety of the community.

Desired Settlement: I would like Verizon to come and plane the telephone line back on my house, as they should have in September of 2015.

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. They have fixed the downed wire and have reattached what is necessary. 

Sincerely,

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



 

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Additional Notes

Complaint: We have had significant on-going issues with Verizon regarding overcharges to our account for devices we didn't have. This went on for years. We couldn't get these issues rectified after many many multiple transfer, extended hold-time, hour plus calls. We determined that the only way to get it corrected was to cancel our account. We ended up dropping them and switching to another carrier. Verizon provided a turn off date of Dec * 2015, then auto-deducted an additional month of service after the turn off date that THEY provided. After many more long calls to Verizon, trying to get this also rectified, we were unsuccessful, so we disputed the charge through our credit card company. We have gotten the money back, through the credit card company, so now Verizon is re-billing us. We had withheld sending back the 3 devices we did have, with the intent of mailing them back as soon as we got our account straightened out, from both a billing and device quantity standpoint. They were still showing that we were to send back 5 devices when we only had 3. They have sent us a bill for $1839.70, which includes charges for the additional month of billing plus 5 devices. When we spoke to them on the phone last week, they continued to deny the Dec * turn off date and they said they would no longer take the equipment back because it has been past 30 days.

Desired Settlement: We would like to get our account cleared and we will gladly send them back their equipment.

Business Response: Verizon has reviewed the consumers account, the consumer's final billing totaled $1839.70.  Verizon records reflect the consumer was billed $700 for an unreturned HD Set Top Box, $550 for an unreturned HD DVR box and $350 for an unreturned Digital adapter. Our records show the consumer ported services to another carrier on 12/*/16 however the account continued to bill for TV & Data . Records show on the November statement the consumer was billed up until 12/**/16 and then was billed for an additional 30 days on the December statement. As of 4/**/16 Verizon has adjusted all charges billed from 12/*/16 thru 1/*/16. Total amount adjusted $280.07. Once equipment is received in Verizon's inventory then those charges will be removed from the consumers account as well. Upon receipt of the complaint filed, Verizon made attempts to speak with the consumer regarding the billing, however to date; we have been unsuccessful in our attempts to reach him. A please call email has been sent in hopes of speaking with the consumer.

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:

 Below is a copy of the response from their email, as it pertains to the account charges:

    "******* *** ******** *** ********* ******** *** ********** ***** ******* ******* *********  ******* ******* ******* *** ******** *** ****** **** *** ** ********** ** *** *** **** **** ***     ** ********** ** *** *** *** **** *** *"

The Executive Relations Team that reviewed our complaint did confirm that our account was incorrectly billed for a period of time after we ported to another carrier.  But they also stated in a separate email to us that we had paid in advance, 9 days beyond the port day. Therefore, it now appears that we have a refund due to us of approximately $75.

The team was also able to confirm that we have 3 devices outstanding, not 5 which we were billed for.  However, the devices that we are in possession of do not match those that were listed in the response from the team.  We responded to the representative who emailed us, with pictures of the models/serial numbers of the devices we do have. 

The comment that Verizons records reflect that we were billed $700 for the HD Set top box; $550 for the HD DVR and $350 for the Digital adapter is incorrect.  We had been billed $1634.00 for 5 outstanding devices.  This total listed by the team = $1600 for 3 devices.  While we appreciate that they have acknowledged that we only have 3 devices, the math doesn't seem to add up correctly.  Although this may be an irrelevant point if Verizon clears the account from an equipment standpoint, it is relevant in that the math seems to absorb the refund due to us from overpayment.

Lastly, the business stated in their on-line response that they had attempted to contact us repeatedly with no success.  However, it appears that they attempted to contact us at the number they had on our account profile, not the phone number that was provided in the original complaint.  They subsequently sent us an email notification that they had closed the case because they couldn't get a hold of us by phone, but again, they sent this notification to an email address that had been on our account profile, not the email address provided in the complaint. 

 

 

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


Sincerely,

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




 

Business Response: Please be advised, the consumer has sent a photo copy of the equipment that he states he has within the home which were 3 HD boxes. Through investigation Verizon found that out of the 3 boxes that the consumer provided photos of, 2 of them were not reflected on the consumers profile.  However, Verizon has sent the consumer a box in which he can return the 3 pieces of equipment that he has. Once the equipment has been sent, we are requesting that the consumer contact Verizon and we will manually issue adjustments on the account for the equipment returned. Unfortunately since  the equipment the consumer has does not match with the equipment on the Verizon profile, once checked into inventory the system will not automatically adjust the account for the equipment, therefore  as stated above we are requesting that the customer to contact Verizon once he ships the  equipment back off to Verizon. Verizon will then verify they have been received in inventory and we will manually issue adjustments on the account for the equipment returned.  The consumer has advised that he does not have the digital adapters within the home.  As of 5/*/16 ,Verizon has removed the equipment (Digital adapters) from the profile and adjusted the charges for the digital adapters. Direct contact information has been provided to Mr. W***. We have advised the consumer that the complaint will remain open on Verizon's end until the equipment is received and the account has been adjusted. We apologize for any inconvenience caused surrounding this matter. 

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Additional Notes

Complaint: I have been waiting for a month to get my refund back from Verizon. Last time I called I was told it would be about 10 days until I would get a check for the extra deposit. This was a month ago. I'm still waiting for my refund. Your employee told me within 10 days I would get my money back and this was in late March. I'm expecting a full refund since I gave all of my information to the last agent over 3 weeks ago.

Desired Settlement: I expect a check in the refund amount I was promised 3 weeks ago,

Business Response: On 4/**/19, a refund of the customer's credit balance was issued. The customer should receive the refund check in 5-7 business days.

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Additional Notes

Complaint: Following a power outage our business has been without internet service for now a week. Our business relies upon internet to run VOIP phone service including a fax line and the ability to use our credit card machine. The lack of internet has then also limited our ability to use our electronic medical record, contact referring practitioners, and most important we have been unable to contact our patients to make appointments and verify their insurance. Verizon customer service has essentially lied to us- first telling us that activation is on a first come first serve basis, then they told us it is all computerized, then they told us on Wednesday that it takes 72 hours to resolve. It is now Monday, a week after the initial outage and we have been informed that a technician will be coming, who knows when.

Desired Settlement: We would like our bill to be prorated for the week+ we have been without service. A written apology and written instruction for what to do if this problem ever occurs again. Nothing can be done to repair the damage to our business lost in this time and that is a shame, because of Verizon we are losing thousands of dollars. We are losing the ability to help countless patients.

Business Response:

 

Verizon's records show this customer's concern is with Verizon Business.  Please re-direct the compliant to Verizon Business.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Verizon was able to restore our service outage. Verizon Business was able to provide a refund for the time we went without service. While the customer service experience was not to our liking- too many automated phone service recordings, too many automated emails, when we are able to communicate directly our complaint was handled well. This took several days, several emails, several phone calls, and several direct messages over Twitter to accomplish which took us further away from our day to day business operations in addition to being without our primary source of internet.

Thank you for your assistance in the matter and helping us to seek resolution.

Sincerely,

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



 


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Additional Notes

Complaint: Started in December ** - 17 2015, I was charged an additional charge of 198.72 to my bill. Filed a complaint with Verizon about the charge, they (financial department) started an investigation on the charges (2 actually). Investigations were closed and never heard from anyone about results. I had talked to 3 people in the financial department, last women I talked to told me that it was a payment from another customer that was posted on my account as a debit, but I did not have to pay they would take off. The amount has not been taken off and still getting charged for late fees for this amount. I have talked to Account Managers that would take care of it, has not been resolved yet and that was 3 weeks from this complaint. I have left messages with the Account Manager and nothing. Now I see on my account that they are still charging me the amount but now it is a few more cents than the original charge. I can not do a few things base on this mess with my account. It has happened to me before in years past. Financial department does not post payment correctly and they wait until a customer complains to know they did not do something correct.

Desired Settlement: I want the amount credited or removed from my account and any late fee that I have been charged to be credited back to my account. Also noted in my account that it was an error from the financial department not paying attention to their responsibilities.

Business Response:

Verizon has reviewed *** ****** account. Verizon has determined the disputed charge was in error.  Verizon's Customer Service Escalation team has credited the disputed charge and associated late payment charge.  This credit should be reflected on *** ****** May 2016 bill.  Verizon has provided this information to *** *****.

We trust this information will help to resolve *** ****** concerns.

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Additional Notes

Complaint: Please see attached letter sent to Verizon on November **, 2015. Also on January *, 2016, my service was turned off and I had to make a payment to get it restored. Dear Correspondence Team: This letter is to notify you about my dissatisfaction with Verzion’s customer service. Since October *, 2015, I have been having sporadic Verizon telephone service. 1) The phone sporadically receives calls 2) The callers get a busy signal On several occasions, I have attempted to resolve this problem with Verizon’s representatives, including scheduling a repairman [9/**/15] to come to my home. The repairman did not show up. On November **, 2015, I had another conversation with a Verizon representative and an obnoxious supervisor about the continuous sporadic telephone calls, the busy signal, and the service fee of $100. The obnoxious supervisor switched me over to the repair service department. The Verizon representative told me the repairman said he came and no one was home. This is a lie. Someone was home. He called me on my cell phone to let me know that he was on his way to my location, but wanted to know the cross street which I told him. So instead of him coming to my home, he decided to fill out a missed appointment report because he could not follow the direction to my house that I gave him. Verizon should equipped their repairman with GPS “****** ***”. He was assured that someone was home awaiting his arrival. I found it quite strange that he called me for directions but did not call to let me know that no one was home (“STRANGE”). I will not pay for a missed appointment when someone was at my home waiting for Verizon’s repairman. Please investigate this matter, repair my service, and adjust my bill. Verizon has left me with the feeling that there is no other recourse but to change carriers because I am not receiving the service that was promised under Verizon’s agreement. Please contact me within 5 days to confirm that you will honor my request. I have prepared a complaint for submission to the proper agencies for investigation. I will not file the complaint if you resolve the problem within this time period I have indicated. Thank you for your anticipated assistance in resolving my problem. Please contact me at ###-###-#### and/or ***************** if you have any questions. Sincerely,

Desired Settlement: To resolve the issue to my satisfaction.

Business Response:

Verizon contacted the customer on 1/**/16 and the service tested as working.  The test also showed that a telephone was not connected to the Optical Network Terminal. The technician educated the customer on how to isolate her customer owned phone equipment and explained that she should test one phone only at each jack at a time. The customer was not home but she said that she would test on 1/**** in the evening and she requested a follow up call on 1/**/16. On 1/***16, Verizon recalled the customer who stated service was working fine.

The customer requested out of service credit. It was noted that Verizon does no credit for trouble with customer owned equipment. In addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visit.

Verizon apologizes for any inconvenience experienced by the customer as a result of this 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:

Verizon’s concoction scripted statement is a lie because while I was out of town Verizon was able to restore the service without a visit from a technician.  There was nothing inside my home that needed to be addressed.

What game are they playing? Why are they lying?  I just want my refund.

 

 

 

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 is refusing to refund me for the 2 months of telephone non-service (approximately $40 per month) and the no-show technician visit (November 2015) ($100), even though the telephone issue was resolved on January **, 2016 without Verizon’s technician visiting my home.  Verizon’s representatives were aggressive.  Verizon’s representatives antagonistic attitude left me feeling stressful and wondering about the company’s integrity.  All I want is my Refund..l

Thank you.

***** ****** 

 

 

 

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


Sincerely,

***** ******




 

Business Response:

Verizon contacted the customer on 1/**/16 and the service tested as working.  The test also showed that a telephone was not connected to the Optical Network Terminal. The technician educated the customer on how to isolate her customer owned phone equipment and explained that she should test one phone only at each jack at a time. The customer was not home but she said that she would test on 1/**/16 in the evening and she requested a follow up call on 1/**/16. On 1/**/16, Verizon recalled the customer who stated service was working fine.

The customer requested out of service credit. It was noted that Verizon does not credit for trouble with customer owned equipment. In addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visit.

Verizon is unable to issue the requested out of service credit. As stated above, and in accordance with the tariff, Verizon does not credit for trouble with customer owned equipment. In addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visit.

Verizon apologizes for any unprofessional behavior experienced by the customer. We regret that we are unable to satisfy this customer’s request.

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Additional Notes

Complaint: I cancelled my account # *******************. I had a delinquent cancellation balance of $127.99 which was sent to a collection agency. That balance was paid in full to Verizon (the online bill payment still accepted the payment) on 02/**/2016 but Verizon never reported the payment and zero balance owed to their collection agency. I have called Verizon several times since February 2016 but cannot get through to the department that handles finance. Each time I call I am holding for 15+ minutes, when a rep answers they say they cannot help and have to transfer me to the finance department who does not have a direct number. When they "transfer" me I wait in silence for another 15+ minutes (today I held for 20 minutes) and then the phone disconnects.

Desired Settlement: I need Verizon to rectify w/their collection agency so this is removed from my credit reporting. I would also like a refund of the $127.99 as these were unjust early termination fees and I had to terminate and pay another provider b/c Verizon got nothing correct on my acct from the time I joined and has caused a lot of distress to me, a hard working human being trying to make ends meet on one salary with a child in college making it necessary for us to have internet services.

Business Response: Verizon records indicate account was recalled from the outside collection agency on March **, 2016.  The consumer will not receive further calls concerning this matter.  Verizon's records have been updated to reflect the February *, 2016 payment.  The account currently reflects a zero balance. 

Consumer Response: Better Business Bureau:

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

 

There was no indication from Verizon that I am to be refunded the $127.99 for early termination fees which I incurred for terminating my service with them due to their very poor customer service, mistakes and misleading service sales. I feel very strongly that I should be compensated for the stress Verizon has caused not only me, but my child as well. 

As of this date, April **, 2016, there is still an owed balance on my credit reports, nothing was done on March **, 2016 (the date they claim this matter was taken care of).  

 

 

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


Sincerely,

**** *******



 

Business Response: According to Verizon's records, on April **, 2016 Verizon's Financial manager spoke with Mike P from IC Systems who confirmed the account was recalled on March **, 2016.  Subsequent to the call, Verizon submitted a request (AUD Control number ********) to all credit bureaus to remove the record from the customer's profile.  The consumer must allow up to 30 days for the bureaus to update their records.  No credit is warranted; as the early termination fee is a valid charge.  No further action is required by Verizon.  

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Additional Notes

Complaint: I have been a Verizon customer for roughly 8 years. The account is in my mother's name, ****** *****. When logging in to Verizon.com today (February **, 2016) to pay my bill, a message was displayed saying that I would need to renew my contract. I viewed the options, and selected what I wanted and committed to another 24 months. The last time I renewed was in early 2014, and the first time the new price was reflected in my statement was May of 2014. Since this was a 24 month contract as well, I should not see a change in the contract until May of 2016. The terms of the new contract include "Fios TV Extreme HD," "Fios Quantum Internet 50/50 Mbps," and "Fios Digital Voice - Unlimited Plan." The new pricing is to be $119.99 monthly for the first two months, $124.99 for the third month, and $139.99 monthly for months 4-24 (plus taxes and fees). I have screen-captures from Verizon's website to confirm this. When I received e-mail confirmation, it gave me an estimate for my March 2016 bill. As stated above, nothing should be changing until May 2016. Further, the price quoted for March 2016 (before taxes and fees), is $129.98. This is not the price of the contract I signed in 2014, which it should be, nor is it the price I am supposed to pay for the first month of the new contract. In fact, there is not a single month, in the old contract or the new one, when I am to pay $129.98 before taxes and fees. I also had a question in regards to an offer that was noted prior to agreeing to the contract. There were 2 separate "discounts" that each said they were good for 24 months. One was a "$5 Agreement Incentive" and the other was a "$15 Bundle Credit." I wanted to know if this savings of $20 monthly was figured in to the 3 prices quoted, or if they are in addition to what was quoted. For example, in the first two months, am I paying $139.99 - $5 - $15 = $119.99, or am I paying $119.99 - $5 - $15 = $99.99? I called Verizon to try to get these questions answered. Due to prior Verizon employees lying to me, I have found it necessary to record what is said. When I first signed up for Verizon, I was told in-person an exact price including all fees and taxes, and the actual cost ended up being significantly more. Every Verizon employee I spoke to after that said that Verizon would never quote a price with taxes and fees included, but the person who signed me up was very clear. Of course, I had no proof of the verbal contract, so I lost out. Secondly, 2 years ago, when I renewed, there were numerous cases of misinformation given to me, including my initial contract (made online) "disappearing" and then when I went to sign up again, the price was higher. This was eventually resolved, but took going to the BBB, the FCC, and the Bureau of Consumer Protection to do so. When I first called Verizon today and was on the automated line, I was informed that Verizon would be recording me. When the associate answered, I informed him that I would be recording him. He stated that he could not continue the conversation if I was recording. I told him that I had been lied to by Verizon in the past, and that I just wanted a record of what was said. He continued saying that he would not talk to me. I asked for a supervisor, who basically repeated the same thing, and eventually disconnected the call. I asked the supervisor if Verizon viewed themselves as "better" than the consumer since they record me, but I can not record them. He did not even give me the respect of answering, but just continued saying that he could not speak to me if I was recording.

Desired Settlement: Due to my prior experience of Verizon providing misinformation, I have no use for a call that I have no record of. I need my questions answered in a manner that I can reference if things mysteriously change once I am billed. If I can not record a phone conversation, then I would like Verizon to resolve issues and answer questions in writing to my address on file. In summary, I would like Verizon to assure me that my old contract (beginning in 2014), will be valid through (and including) my April 2016 statement, and that I will not be subject to the new terms and/or prices until my May 2016 statement. I would like Verizon to honor their advertised price of $119.99 for the first two months (May and June 2016 statements) and not the randomly generated price of $129.98. Finally, I would like Verizon to explain the issue with the $5 and $15 monthly discounts, as detailed above. Again, I would like all of this in writing to my address on record.

Business Response:

Company records show that the customer placed an order online on 2/**/16. A confirmation email was sent on 2/**/16 to *******************. The confirmation listed the services the customer agreed to along with the order date of 2/**/16. Customers are notified via the website when term agreements are near the end, it is the customer’s decision if and when to renew the agreement. Once the new agreement has been accepted it will take effect on the order date.


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:

It was not made clear on your website that I would be cancelling a portion of my old contract in order to sign up for the new one, and when I initially logged in to pay my bill, the message gave the idea that it was urgent that I renew, and not that I would be better off signing up in 2 months.  I hope that in the future you would make it clear on the website that the customer will be cancelling the old contract early, and provide the date at which the customer should renew if he/she wants to take advantage of the entire old contract.

Although I am not satisfied with the answer, I do appreciate that you at least addressed that issue.  Did you not find the rest of my questions even worthy of response?  I ask that you please address the rest of my questions.

 

 

 

 

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


Sincerely,

**** *****




 

Business Response: Credited 1.46 per the customer's request.

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: On March ****, I had Verizon Fios installed at my home. The installation was successful and the technician was informative and helpful. I was told that another Verizon tech would be coming out within ten days to bury the cable. I was concerned about having this completed as promptly as possible as the cable is running over my yard and onto my next door neighbor's property as well. After about two weeks, I hadn't heard anything from Verizon as to when this would be completed so I called the Customer Service Line. I was told that the tech visit had never been scheduled so I scheduled a time and date to have this done. I stayed home during the four hour window but never received a visit from the Verizon Tech. When I called to find out what happened, I was transferred to several different departments. The last customer service representative I spoke with informed me that someone from the proper department would call me back with regards to scheduling another visit. I never received the call. I called again to reschedule the tech visit. I was given the date of April **** from a window of 8 a.m. to 12 p.m. Again I stayed home and waited for the tech, but no one arrived. I called several times throughout my waiting window to find out if the tech was planning to arrive and was unable to get any answers as to why the tech did not come other than the tech was overbooked. Several departments were unaware that I even had an appointment. This is unacceptable as it has greatly infringed upon my time. Verizon's policy is that the cable is to be buried within ten days and it has now been a month. I have infringed upon my neighbor's comfort levels as well as there is an exposed cable running across their property. Thankfully, I still have service but it is a huge issue to both myself and my neighbor as I have had to delay cutting my front yard grass due to the markings left by **** ******* (who marks the underground lines for my area). I need to have this resolved as quickly as possible.

Desired Settlement: I would like to have this resolved as quickly as possible and some type of billing adjustment for the inconvenience of having to deal with this issue for the past month with no type of explanation from Verizon.

Business Response: A crew was sent to the customer's location on April **, 2016 and buried the cable.  Another crew was dispatched on May *, 2016 to complete the cutover.  The customer was satisfied.

Consumer Response: Better Business Bureau:

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

Sincerely,

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



 

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Additional Notes

Complaint: 2012 I had a past due bill by the time I got it paid Verizon split my bill ( not to my knowledge) and put all the money on the one bill and not the two. I was credited on the one account and had credits Called them to find out why and got no correct anser. It was sent to collection, even though I had paid the full amount. I have been contacting them since the end of March 2016. On April *** 2016, I spoke with someone that was to send me the bill from 2012 and 2013 - to no avail. At that point I closed my account with them and ever since I can not get this resolved. I wanted the bill to show that it was paid so that it gets off my credit report. Today is April **, 2016 and I stll have not received the bills and they said that they could send them to me for a fee. This is not my fault and would like this resolved and opff my credit report. Spoke with a *** ******* and he helped as much as he could but there was nothing he could do.

Desired Settlement: For me to get the bills and get it off my credit report.

Business Response:

Subsequent to receipt of the complaint, I forwarded *** ******** concerns to our Final Accounts Department for further investigation.    Account *************was showing as an unpaid collection on the customer’s credit report in the amount of $88.  The representative submitted request to delete the account from the customer’s credit report.    I advised the customer of this information and requested Final Accounts to send a copy of the deletion letter via her email address within the next several days.  Ms. was satisfied. 

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ******


 

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Additional Notes

Complaint: Since 2014 I have been trying to have Verizon properly reassign one of their customers debt which was incorrectly placed on my credit report. I have had an account with Verizon at my current address since 2002. In 2014, I discovered that I had a debt to Verizon of $2012 on my credit report. I had several conversations with a rep from Verizon, Nikita, who advised me which documents to fax to Verizon. I faxed the documents on July **, 2014, July ** 2014 and July **, 2014. To date, the negative item has not been removed by Verizon. I have waited long enough for Verizon to find their customer and correctly assign the debt. I am being held responsible for a debt which is NOT mine and as such I ask your intervention. Thanks.

Desired Settlement: I would like the negative item removed from my credit report.

Business Response: We provided the customer with the fraud case number and *** toll free number to call.

Consumer Response: Better Business Bureau:

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

 Verizon has refused to remove the negative item. I have been told that I must change the address on my driver's license and THEN give them a call. However, I had to find bills from the telephone account I have with them during the period of time that someone else opened the negative account. I also provided NYCDEP bills for the same period in my name at my address.  What gives Verizon the right to tell me what address to use on my drivers licence? I have never had an issue proving my address as I have tons of bils to verify that. They verified my current account which I have had with them for over 14 years at my current address, and they are refusing to remove the negative account. Please help.

Sincerely,

**** *******




 

Business Response: No new information provided. Customer has the correct contacts and was informed what additional documentation is required. The company's position 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 sure why Verizon thinks it can tell me that I must change my address when my drivers license verifies primarily my identity. In fact, I have never been asked before this insult (and now injury) occurred, to provide my NYS Drivers License to verify my address.  The bills I provided from many years ago established my address. Why is Verizon refusing to acknowledge their error and remove this noxious item from my credit history??

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



 

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Additional Notes

Complaint: , in November of 2015 I was contacted by a sales rep who names Constance W****** (Later found to be from their customer retention center) and converted my business analog phone lines to Fios and added also Fios internet service as a bundle. I was first contacted by her over the phone and then to my email address and as a package deal (Got all the emails with the details). The conversion was completed in late December 2015. Since then, my bill has never been correct for the new phone and internet service. I have been receiving bills with crazy amounts that completely blew my mind. It wasn't the $179 a month that includes 6 phone lines (Main one unlimited nation call) and 50M/50M Up/down speed Fios internet, that I was offered and signed up for. I have been trying countless of times to try to get this resolved from calling the rep, calling their billing department every month, and lastly, was forwarded to a manager who names Daniel W****** ** who promised me to get everything corrected in 2 to 3 days, but who never ever contacted me back nor replying to my email or call after one half week of waiting. This is such a headache to me that drive me insane. Every time when I call and ask to speak to a manager, I was never able to or got forwarded to voice mail box that no one ever care to get back to me. I also got half of a day of having no phone service for no reason (Upon calling repair department and it was finally fixed 6 hour later) that cause our service interruption and loss). I need my justice and helps.

Desired Settlement: I need my bill corrected for good includes my last bill, and compensation to our business loss for 6 hours having no phone service.

Business Response: Tell us why here..**** **** has been overbilled due to an incorrect quote and due to bundling issues dating back to time of installation.  On April **, 2016, our billing representative spoke with *** **** and apologized for his inconvenience and issued credit of $323.62 to get the bill to the expected rate he was quoted at the point of sale.  *** **** was quoted $228.00 after taxes.   The customer has not further concerns.

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Additional Notes

Complaint: I sold my house 02/**/2016 and contacted Verizon to pay off my balance and disconnect the service on 01/**/2016. At the time I was told the final bill, paid it, and was told that since I'm paid a month in advance I would see a refund once the equipment is returned. Returned equipment and never received refund I called in on February **** and they said they couldn't tell what address they used for the refund but I should receive it my the end of February and if not to call back. Never received refund.. waited a couple of weeks, and I received an automated phone call from Verizon saying we apologize but we charged you the incorrect amount for your last payment and we are working to resolved this issue.. Still never received a refund and today 04/**/2016 I received a bill for $354. Called Verizon they said there was nothing they could do its showing them I still owe $354 for jan and feb bill even tho I cancelled my service in January and made a final payment to them in January which I was told was the overall account balance at the time. Their telling me I didn't cancel my service until FEBRUARY ****, Weeks after I had already sold the house. I told them I have the date written down that I called and they said they have no notes to that effect. They couldn't even see any notes where I got an automated call from Verizon saying that I actually paid them to much money... I'm at a lose of words with what to do. Please help if their doing this to me I can't imagine how many other people they've done this to. I will pay anything that I owe, but I've looked at my receipts and bills and have paid every single one and have receipts to back it up, but Verizon customer service still wouldn't help.

Desired Settlement: I would like to see this bill resolved, and any money that is owed to me to be refund. Like I was told by there rep when I call to disconnect the services

Business Response:

According to record, the consumer spoke with a Verizon representative on April *, 2016 who explained the final billed charges.  Upon investigation, per the consumer, he contact Verizon on February **, 2016 to disconnect service and Verizon continued to bill through February **, 2016.  The representative issued the appropriate credits to correct the billing.  To date, the final billed charges are $180.78, which are valid charges.  

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Additional Notes

Complaint: Verizon Complaint P Powell, Tara to me 0 minutes agoDetails Good Morning, I would like to discuss a situation that I am currently in with your company. I had signed up for Verizon internet service in October of 2015. I signed up for 100/100 internet service and have consistently had issues with the wifi. I have called several times and no one was able to assist me. I was told that it was my apartment or the walls and there was nothing to be done. Although the wifi was weak and not nearly what I was paying for I worked with your company and continued service since I was told it was the apartment and not your systems. Recently on 3\** I wanted to add TV service as well. I called and requested the TV essentials package. My bill was changed immediately to reflect this new package. the Technician came out and rushed the installation job and left. That night the TV service did not work and I called to file a complaint. Verizon stated it was the box and they would overnight a new one. That did not happen. That was never done and I had to call back 2 days later for the box to be sent. Just to recap here, my bill was changed on 3\** for upgraded services that I still DO NOT have 8 days later. Once I finally received the new box I hooked it up and it still did not work. I signed up for the TV Essentials package and was only getting a few local standard definition television. So I called again. The box was reset by a Verizon employee and now does not work at all. On Saturday 3/*/2016 I spent two and a half hours on the phone with customer service. They were beyond rude. at this point I am completely fed up with Verizon. I requested to just cancel the attempt at TV service all together and go back to my original plan. this is a completely fair request as I see it and it was refused. The representative told me they could cancel the TV package but then bill me MORE money for the package I originally had! I don't see how this rectifies the issue at all. And in all honestly this made it worse. Since I never received the services that were requested due to your company I thought it only fair to just cancel the whole thing and have my original deal. The representative explained that their "normal" policy is to do nothing for the customer in this case. She said she would see if there was anything she could do, but it was not likely, it was not guaranteed and I wouldn't have an answer for another 4 days! she stated she would call me back at the earliest 3/*/2016. This will now put me at paying for a service for 10 days that I still do not have! When I asked to have the representatives contact information to follow up she refused to provide it. So I am concerned if I will even get a return call. Needless to say I am outraged. At this point I want Verizon to take responsibility for their products, their service, and their policies. All of which are extremely disappointing and faulty to say the least. The experience I have had with your company is unacceptable. I am now asking for Verizon to either rectify this situation and provide us with the services I am asking for (internet and tv essentials) at a rate of $80 per month which is the current offer I received from your competitors or cancel all of my services all together, zero out my bill\balance and waive all cancelation fees. This request is very fair. I will also be filing a formal complaint with the better business bureau as well as spreading the word on the terrible service I have received. I would like a response back as soon as possible to know this is being taken care of and I appreciate your time. Thank you, **** ****** *********************** ###-###-####

Desired Settlement: I would like the situation fixed, a refund back to my account or all services canceled and all fees/charges waived.

Business Response: Upon receipt of the complaint, a message was left on the customer's voice mail on April *, 2016 to advise we are in receipt of the complaint. The issue was referred to the appropriate department to review & investigate. The customer reported multiple repair tickets which were resolved. The customer added the TV service in March 2016 and the FiOS Data speed was downgraded. This issue was previously reported by the customer which was resolved. A message was on the customer's voice mail on April ** as a follow up. The customer left a message that the issue is resolved. She has our contact information.  

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4/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved to an apartment that can't get fios so I cancelled my residential service at the end of march and I returned all the equipment on 3/31 (I have the email acknowledgement from verizon). I was given a prorated amount to pay for the service I used of $83.08 I paid that on 4/1. A week later I get a nasty gram email saying I didn't pay my bill and that I owe 110.88. My full monthly bill was 193.96. Do the math and verizon thinks I still owe for the full month which is incorrect. I have called multiple times over the last 2 days, explained the situation to like 6 people and I keep getting passed around between the same departments and NOBODY can help me because the account is closed. I am beyond frustrated at the gross incompetence of verizon in handling this issue. I call billing....they tell me only finance can access closed account records. I get transfered to finance....we don't handle that you need to talk to billing...I get transfered back to billing....and then I proceed to lose my temper. It's also very frustrating speaking with somebody where english is their 5th language and they have such a heavy accent it's hard to understand.

Desired Settlement: Adjust the final bill to the pro-rated amount I was told about and already payed.

Business Response:

The customer disconnected Verizon services on March **, 2016.  The billing date for the account was the **** of each month.  At the time the customer disconnected services, there was an outstanding balance on the account of $193.36 which was billed on the March **, 2016 billing statement.  This billing statement billed for a month in advance for services from March ** through April **, 2016.  The customer stated he calculated prorated charges and paid $83.08 on April *, 2016 and still received an email reminder that there was an outstanding balance due on the account.  Although the customer disconnected services on March **, 2016, which was in between a billing cycle, a final bill for the account had not yet generated.  The final bill would include any applicable prorated credits and any additional charges should there be any, thus until the final bill generates, the difference between what was billed and what the customer paid, would remain as outstanding on our billing system. 

Attempts to contact the customer to discuss his concerns have not been successful.

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Additional Notes

Complaint: I have previously filed a BBB complaint with Verizon due to account access/billing/service issues. My account is paid up to date, however my service was shut off after the above incidents occurred as my payment lapsed. I am now being charged a $30 shutoff fee on my bill- I am not paying this fee. I contacted support numerous times about the issues above and was put through the ringer (misinformation, promised callbacks that never happened, inability to get through to support over the phone, you name it). I have emailed my complaints/BBB contact through Verizon from last time (*************************) as of April *** and again today- I have not received a reply. Chat support has no authority to assist me with eliminating this charge on my account. Phone support has absurd wait times any time I try to get through (on their site it regularly states they have heavy call volume and there are long wait times *******************************************************************).

Desired Settlement: Remove the $30 shutoff fee for my account because I couldn't access my account information, support couldn't help me with it, nor could I even order features correctly on my TV due to "service errors" that continue to plague me to this day. If anything I should be credited for the absurd amount of hassle I've had to go through- this service is a nightmare. If I will not be credited and or any other issues occur, I want my service contract cancelled and I will not be paying any early termination fees.

Business Response: Please be advised that subsequent to receipt and review of the complaint and the customer's account, I issued a courtesy credit of the $29.99 restoral fee plus tax or a total of $33.47.  This credit will appear on the customer's May **, 2016 billing statement.  I was unsuccessful in my attempt to reach *** ********; however, I left a voicemail and sent an email that advised of this credit.  I also provided my callback information. 

Consumer Response:

Better Business Bureau:

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

Verizon is still unable to be reached over the phone and I continue to experience service interruptions (if the issue persists I will be requesting to cancel my contract as they are no longer able to manage or maintain their advertised service that I signed up for- this will likely require another BBB complaint as Verizon will attempt to fight the early termination).


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



 


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Additional Notes

Complaint: Back in January 2015 I signed up with verizon to receive a FIOS package deal. A date was scheduled for installation, however, the day of installation a technician came to install everything as soon as he saw an image on my TV he said "ok everything seems to be working fine" and said he was done with the installation and left. less than three minutes had passed after he'd left when the TV and internet stopped working. I called verizon to ask what was going on, they said they would send another technician to check out what was going on. When the other technician arrived he went down to the basement to check whatever it is that he needed to check and left without saying anything to me. After a while a looked through my window and there he goes driving away in the white van. I called verizon once again to ask what was going on. The lady I spoke to on the phone said she was going to try to reach the tech who had just left, but for whatever reason she could not reach him, the verizon lady said she would call me back as soon as she was able to speak with the technician. Installation was scheduled for 8-11am, and there I was trying to solved this issue many hours later. Needless to say I was very upset because I was left without internet, which I needed for work. That same day I called and spoke to someone about what had happened and asked them to please cancel my services since I wasn't able to use the internet or watch TV. They told me services would be disconnected right away. Some time after, I received a BILL for $xx.xx. I immediately called verizon to inquire about the bill. They said that was a charge for installation! I explained to them what had happened, the person to whom I spoke with said I would not be charged, that for some reason he could not access my account, but that I should disregard that charge. I received that same bill again, and so I called verizon again to ask what was going on with this bill. I explained to them that I had previously spoken with someone and what they had previously told me (to disregard the bill), this person however, told me that he was very sorry but that I had to pay the bill. Again I explained to him what this other person had previously told me about not been able to find my account and that I did not need to pay that bill. I asked him to please check the call recordings, records etc. He declined. Since then verizon sent me to collection for that installation charge, which to me is simply absurd, since I wasn't even able to use their services at all.

Desired Settlement: I would like for Verizon to be sensible, and to please remove the negative collection record from my credit report.

Business Response: We spoke with *** ******* and apologized for the trouble.  We have issued a credit on the account for the cost of the charges billed to her, 73.67.  

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Additional Notes

Complaint: In February or March of 2015, I canceled Verizon Fios. My account had a $53.99 credit (money Verizon owes to me). After 5 phone calls to customer service over 13 months and discussions with countless Verizon staff, Verizon still has my money and there is no resolution plan. Verizon passes me from customer service rep to customer service rep to which no one can resolve my issue.

Desired Settlement: Verizon sends a check in the full refund amount of $53.99. (Verizon should also pay me for my 5 hours lost in pursuit of my $53.99.)

Business Response: Upon receipt of the complaint, a message was left on the customer's voice mail to advise we are in receipt of the complaint. The customer had FiOS Triple Play-voice, internet and TV services. The customer disconnected the services however he requested to retain the email service. He established a separate account for the email service. There was a balance on the final bill, however the account was never finalized. An order was issued to finalize the account. Once the order completes, the refund request will process. I spoke with *** *********, apologized for the inconvenience and confirmed the mailing address. It was explained it takes four to six weeks for the processing to complete. He has my contact information for future reference.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I expect confirmation of resolution in 4-6 weeks, when the refund is received. I have the contact information of a company representative should the refund not be received in 6 weeks. 

Sincerely,

** *********



 

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Additional Notes

Complaint: I am being charged for a Gateway Router that was returned within days of it being received. I used the included return shipping label, and was delivered back to Verizon the following week. I called Verizon once my new bill posted. Between being on hold and being transferred around to three different reps the first time around before being hung up on by the third rep, I was on the phone for well over an hour. After being hung up on, I called back and was hold for another 13 minutes before speaking with a rep that could not help. I asked to speak with a supervisor. I was told that there were no supervisors available during my wait time with her of approximately 20 minutes of mostly dead silence as she would occasionally tell me she was waiting on a response from the supervisor. After the 20 minutes I asked her to just have the supervisor return my call. No call was returned. I have been a FiOS customer for about 10 years and have not had issues, but between the erroneous billing and my personal horrible customer service experience, I understand others frustrations when I speak highly of my service.

Desired Settlement: A credit for the gateway router (in full) needs to be applied to my account, and some sort of poor customer service credit should be applied to my bill as well in good faith.

Business Response:

In response to this customer’s complaint a Verizon rep contacted the customer and addressed the billing for the router. The customer has been credited and billing stopped. The company spoke with the customer and he was satisfied.


Consumer Response: Better Business Bureau:

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

Sincerely,

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



 

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Additional Notes

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

Desired Settlement: Remove installation charges.

Business Response:

Subsequent to receipt of the complaint, I contacted *** ****** and apologized for her concern.  *** ****** stated she was never advised ahead of time of the one time installation/set up fee.  I advised *** ****** that I adjusted the first installment including tax of $27.99 and waived the remaining two installment charges from appearing on future bills.  *** ****** was very 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. I would also like to add that Steven was particularly cordial and was so kind as to give me a direct line to him in the event that his bill correction didn't go through properly on my end. Very happy with the speed and outcome. Good job, Verizon!

Sincerely,

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



 

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Additional Notes

Complaint: The Verizon DSL service that we are paying for is 3.1 to 7.0 Mbps but over the past 6 months the speed has been unusable. Currently we are getting 0.7Mbps down and 0.74Mbps up , verified by going to ************************************************* using a laptop connected directly to the modem with a cat-5e cable, nothing else was connected. We called their tech support and was told "**** ***** **** **** **" but we were never contacted again.

Desired Settlement: We would like the advertised speed we are paying for and a credit for the past 6 months of poor service. We would also like our current bill lowered till they repair the service to the advertised speed.

Business Response: A customer service representative contacted the customer and advised that she does have the enhanced but with the speed of 1-3mbps. She does not qualify for the 3-7mbps and is not being billed for that speed. The representative also advised that if we downgrade her, the speed would be from 512k-1m so she would not recommend decreasing the speed for this reason. The customer agrees and asks that the speed stay the same. The representative issued a $15 credit for 12 months due to her issues.

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Additional Notes

Complaint: Verizon Fios wiring came into my area and I had to change to upgrade because I had old wiring. I did this through a promotion that Verizon was giving me and told me there will be no charge. On this month's bill there is a charge of 123.32 for a change of service. I called Verizon twice to dispute the charge and was told by Nancy M*******, a supervisor that they gave me all types of channels and this was a legitimate charge. I also did a live chat and got nowhere. I do not want this to happen to others and this is bad business on Verizon part. I was also told if I want to terminate my account which I have had for over 15 years I would have to pay 230.00.

Desired Settlement: For Verizon to realize that this is an error and give everyone they charged this money for a change in service when it was not.

Business Response: Please be advised Verizon spoke with *** ***** April *, 2016 who was disputing the $132.81 change in service charge. We explained it was not a onetime charges, but instead the prorated for the new billing. We issued $5 credit for late fee on the March bill. She was satisfied with the resolution.

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

Thank you,

Ms. M****
Sr. Analyst
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  not satisfactory to me, but have no choice and the matter has been resolved.

Sincerely,

***** *****



 

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Additional Notes

Complaint: Monthly charges are not aligned with what was communicated to me: -I am being charged for (new) equipment that I already paid for. So i am being charged multiple times. -The amount of my bill is higher than the quote that I received. I am very frustrated with the whole process it took to get a quote just to discover that I am still paying these outrageous rates.

Desired Settlement: I would like a billing adjustment, no equipment charges and no 2yr contract requirement.

Business Response:

Verizon investigation located the order placed on 2/**/16, and reviewed the account with the order and the services and prices on the bill matched what was on the Service Order Confirmation sent to the customer.  Ms. P***** spoke with a Verizon representative on 3/*/16 and the representative issued an adjustment totaling $29.64 for the first installment for the FiOS  Setup fee of $80.00 which was billed on the February bill.  The representative advised the customer they would suppress the billing for the remaining two installments.  Unfortunately that did not happen and the customer was again billed the second installment of $26.67 on the March bill.  On March **, 2016, credit was issued totaling $29.65 for the second installment billed which will post to the April bill.  The representative put through a request to suppress billing of the last installment.  On March **, 2016, I called Ms. P***** to acknowledge the complaint.  Ms. P***** advised it was not a good time for her to talk and requested a call back after 9:30AM.  I advised I would have a billing representative call her back.  Verizon Appeals Billing representative called Ms. P***** back and she advised she was driving and could not talk and didn't have her head set.  The representative called her back leaving her contact information in her voice mail.  Verizon representative called Ms. P***** again on April *, 2016, and left a message for a call back and provided contact information.  On 4/*/16 I called and spoke with Ms. P***** and confirmed she has received the messages from the Verizon Billing representative and will call the representative to address any billing discrepancy she may have.  I verified with the Billing representative there was no call back from Ms. P***** and the representative left another message for Ms. P***** on 4/*/16.  Verizon will address Ms. P***** dispute further when she calls back.

 

Joyce D****

Verizon Executive Relations Sr. Analyst

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Additional Notes

Complaint: I call to cancel the service about 4 months ago. After repetitive calls and headaches they still have not cancelled my service stating they can't find my account and are billing me for months. they owe me a credit for 1 month.

Desired Settlement: refund me 1 month and cancel my service as i have stated 4 months ago.

Business Response:

We were no able to substantiate the customer’s request to terminate the services back in August. The customer though informed he had moved back in August and had requested services provided by Time Warner in the new apartment. We asked the customer to provide us with a copy of the first bill received from Time Warner in his name for the new apartment which we can use to substantiate his vacating the old location.

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 have clearly stated to the business that I can show proof of bill from TIME WARNER that shows that I have opened new service.  The business have responded that they will not accept it reasoning that I could have duo account.  They changed their story as soon as I said I can show that I have opened a new account.  They are clearly lying and trying to push this issue under the rug and close this case.  The business should pull their statement from BBB or accept Time Warner bill that shows that I have opened new cable service. 

 

 

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:

These people are totally lost.  The case has been resolved with their legal team.  Please send me return box for your equipment.   

 

 

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


Sincerely,

**** ****



 

Business Response: Per customer his concerns are being addressed via legal venue.

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Additional Notes

Complaint: Was moving from one place to another and I called in to change my address in order to get my last bill sent to me. The customer service associate assured me the the address was changed and I should receive my last bill once I return my equipment. The equipment was returned and I waited for the last bill to be sent. It never came the way I found out that I was in collections was I was in the middle of buying a home and they pulled my credit. My score went from well over 700 to 579. I was unable to get approved for the home of my dreams because of 1 derogatory blemish on my credit because of Verizon telecommunications. I called Verizon to find out what the issue was they refused to deal with me and gave me the number to a collections company. I paid my debt in full and Verizon sent me an email telling me I had paid my debt in full. I called Verizon to resolve my credit score issue in which a gentleman told me that he would be able to file a reversal for me to remove from my credit. I called a month later to inquire about the situation and another young lady told me that she saw the notes the gentleman wrote but nothing of the sort of fixing my credit would be able to happen.

Desired Settlement: I called and made sure I let them know my new location and the bill was never sent. I paid my debt in full and Verizon is still reporting inaccurate information to the credit bureaus. I would like these inaccuracies removed from my credit report in order to move on with my life.

Business Response: Our investigation found the customer has outstanding balance of $246.40 owed on account. The customer stopped payment on the check that had been issued. Unpaid collection balances on accounts are credit reported as such. "

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Additional Notes

Complaint: I did not pay my Verizon bill for 2 months, Verizon disconnected my service. I switched to a different provider and called Verizon to close my account. I paid the cancellation fees they demanded and moved on with my life. Some time later I received a bill for $24.49 for a "service restoral fee". I did not ask for my service to be restored, and when I called and gave my information, the Verizon costumer service agent couldn't even find an account, it had been closed. The agent then asked I send a copy of the bill to him and he will handle the issue, it has been several days and he has not responded.

Desired Settlement: I would like this bill to be erased and not hear about it again.

Business Response:

In accordance with our investigation, it was confirmed that the customer was billed a $29.99 restoral charge for her Internet service in error as she wanted to terminate the service versus having it restored.  We issued a credit adjustment of $29.99. The final bill was rendered in the amount of $24.49. With the credit, it now has credit balance of $5.50 which will be refunded in approximately thirty days. Verizon apologizes for any inconvenience the customer experienced as a result of this matter.

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Additional Notes

Complaint: I am a 10 year customer of Verizon and Verizon Wireless (maybe a little less on the wireless side - not sure). With 7 people in my family we spend well over $500 per month on services through Verizon. My Cable/Internet/Phone service agreement is up with Verizon as of 3/**/16. I went online last night to try to renew the service at least at the same (or lower) price that I have been paying. After spending over 1 1/2 hours with an on-line agent last night, I finally had to tell him/her that I could not wait any longer and that I needed to go to bed. ***** kept telling me to hold on a few minutes while they checked to see the packages, what was available, etc, etc... After a while they eventually had me go through the same thing on my end by choosing a new package, picking the opions, etc. on the Verizon.net website. The same exact package that I currently had was coming up as being $15-$20 more per month after taxes. They offered to have me hold again to see what ***** could do and that is when I finally told them it was time for me to go to be (it was around 11:30pm). So tonight I tried to give it another go and call the Verizon customer service line. I got to an agent by hitting 0 a bunch of times and explained that I wanted to renew my service. At about 3 minutes into the call I was on hold as he checked what he could do for me. After about 15-20 minutes on hold he came back and said that he needed some more time and would I mind waiting. About 40 minutes later (an entire half of an NCAA basketball game & halftime went by), he came back on the phone and said the best he could do was to give me my same services that I currently have, but my price would increase by $10 or so because of tax changes. I finally voiced my frustration and asked to speak with a supervisor or manager, to which I was first told that there were not any on duty. I told him that I wanted to cancel my service with Verizon and gave him a date to do so and then he asked if they could take 3 days to look into this and see what they could do. I told him that I had spent 3 hours or so trying to deal with this over the last two days and "enough is enough" and he finally said that I could speak to his "senior" that was on duty. I asked how long it would take and was assured that it wouldn't be more than 5 minutes. Finally after 20 more minutes of holding I couldn't take it anymore and hung up. I called back and asked to asked to speak to a manager right away, but was again stonewalled for about 10 minutes or so while he made me explain the situation to him again and that he was sure he could help me. He came back to me with a "better deal", but when I asked him to add in the taxes it was again higher than my current rate. I asked again and again and again to speak to a supervisor / manager. I was put on hold for 5 minutes and then he came back and said it would take another 5-8 minutes before a supervisor could speak to me. I couldn't handle it anymore as I knew it was going to be another long hold where I didn't actually get to speak to a supervisor. At this point I'm not even sure what to do? I can't get any type of supervisor/manager on the phone to talk to, and no matter how hard I looked on the website I couldn't find any sort of customer service email address or complaint dept. The crazy thing is, is that I actually like the products offered by Verizon, but if/when I switch to Xfinity (I am 99% there, spoke to them today) the #1 reason will be because of customer service. This is NOT the 1st time I have had similar issues with them....I actually dread calling or dealing with the company because I know that it is going to take significant time from my day.

Desired Settlement: Package renewal price below what I am currently paying based on my status as a long time customer and more importantly for taking years off my life with because of having to deal with their customer service department. I feel as though my blood pressure rises dramatically whenever I deal with them.

Business Response:

Verizon contacted the customer and provided information on the bundle offers currently available. The customer declined to make any changes at this time. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.

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Additional Notes

Complaint: My family has had Verizon cable since December of 2015. Poor customer service, no one seems be sure of the plans provided. The service requested. March **, 2016 the Verizon cable service was disrupted. I called Verizon cable to make a payment on March **, 2016 the first representative stated she could not find my account. I provided all securities that would prompt the Customer Service Rep to locate the account this was at 7:39a yesterday morning. We were on the phone for 8min and 13 seconds. So my son ******* ********** whose name the Verizon Service is in attempted to pay the bill with my credit card also ran into the same problem, the customer service could not locate our account. I finally reached another customer service representative at 5:16p I thank this was Ms Anthony she could not locate the account at first, but after several attempts she located the account, payment was made. After speaking with Ms Anthony I was then transferred to Ms W******* at 5:40p, we had Verizon service since December and the house phone does not ring. Ms W******* had me look at the box that is located in my basement to make sure it was plugged in properly into the socket. I explained it was plugged in, she then asked if a curcuit was switched I replied no I have something else plugged into the same socket and it works properly. I asked if my account could be credit since we have had no service since December. She then explained that she would have to transfer me to another area where they would be able to assist, before I was transferred I asked about the $400.00 that we were to receive, she stated I would need to discuss with another department. Transferred I think to the sales department and spoke with Mark at 5:54p. I'm not sure what Mark had me do. I spoke with a Mr Rodger in another department and a Terrence as well at 6:04p, Terrence also stated that I would receive a letter in the mail and that a pin should arrive after that. Terrence also stated March **, 2016 $400.00 gift **** should have been mailed and last I spoke with Michael at 6:29p on Wednesday, March **, 2016 in Repairs department, so they could not figure out why the phone did not work, so at some point in the conversation Mr Michael had me call the house phone. Oh, how about this when you dial the house phone my cell phone rings. Mr Michael placed me on hold and called I clicked over and answered. The house number is ###-###-####. We did not get far after that, the call was loss and Mr Michael never attempt to call back. I was in discuss with the service we have been provided and I would like to be refund for the services my family has not received and Verizon declined to fix them.

Desired Settlement: I would like the $400.00 **** gift that was promised. I wouldn't want to judge the company as false advertisement. My family would also like to be refunded for service we are not receiving.

Business Response: A customer service representative contacted the customer and advised the customer that she had to pay the balance in full for the first 90 days from the date on install to qualify for the $400.00 gift card. This account has had a balance carry over since the first bill dated 12-**-2015.  An email along with a letter sent by *** on 02/**/16 indicating that the account balance must be paid by 03/**/16 or the $400.00 gift card would be canceled.  The gift card was forfeited when these guidelines were not met.

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Additional Notes

Complaint: On 3.**.16 I rented the movie Concussion on Verizon Fios. I entered my purchase pin. After clicking "Watch Now" Verizon splashed a prompt that said, "*** **** ******* ****** **** ******" There were no subsequent options to view the movie. After navigating to the rentals folder there were two instances of Concussion. After clicking the icon for Concussion we were prompted to Rent Consussion again for $5.99. This happens about 1 out of every 3 on demand rentals we make. It's more annoying when I call for customer service and an agent who doesn't speak English fluently picks up the phone. Why is this happening? Credit me for each instance of Concussion that has been billed.

Desired Settlement: $5.99 for each instance of Concussion that has been charged to my account. Fix this bug.

Business Response:

Subsequent to speaking to *** ***** and apologizing for his repeated concern, I forwarded the matter to our Repair Department.    Per *** *****, a technician arrived and changed the splitter.  *** ***** advised that the matter has not been fully resolved in that at times his audio service continues to drop.  *** ***** remains frustrated; however, he advised me he has the callback information of a Verizon local manager and if after a week the service continues to decline, he will contact the local manager for additional assistance and alert me so that I can follow up the matter.  I advised *** ***** that a $20.82 credit was placed on the account by a billing representative.   After finishing our conversation and reviewing his account, I saw a one-time $5.99 charge for concussion dated April *, 2016. 

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: We contacted Verizon to have Wi-Fi internet installed in our home. They did not install the Wi-Fi however they did install a land telephone line and that is not what we ordered from them. We have contacted them by telephone to have the telephone line disconnected at least 15 to 18 times. We are told something different each time. They refuse to give us to a supervisor even when we request to speak to one. The last phone call we made they told us the will NOT disconnect our phone line. We were previously told that they would disconnect it and not bill us and now we have received a bill. We cannot get anywhere with them by phone and they do not do anything we request. We just want the phone line disconnected as soon as possible.

Desired Settlement: We just want our phone line disconnected and not to be billed any money as this is not the service we requested from Verizon. It has been one and half months and no resolution after multiple phone calls.

Business Response:

Please be advise Verizon credited 1ST bILL dated 03-**-16 for $40.29, will disc line and credited back to connection date of 3-**-16. Will follow up 04-** bill to make sure acct balance is zero.

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 being charged and have been charged for over a year now for services I do not receive from Verizon. I have contacted them numerous times over the past year and spent hours on the phone, computer and internet trying to resolve the issue with them and am still getting charged and they are not willing to do anything about it as my balance continues to go up because of this erroneous and fraudulent charge and then they charge fees and charges on top of that. It has gotten out of hand and they suspended my service as I cannot afford to pay the back balance with all of the fraudulent charges. This is abusive practice and feel I am being targeted as a single mother. The stress I have endeared and tried to cope with over this whole mess is becoming unbearable as my income has now been reduced due to loss in a job. I have also tried to set up reasonable payments to pay off balance which they are not willing to do. I requested to pay balance after they remove all of the false charges over 12 months but they want it in full. They did at one point in October credit me back some of the fees as they did agree they were charging falsely for services not received and stated the service is fixed and will receive but I never received the services and am still being charged every month $30 for a service I do not have. I cannot call out on my phone to anybody and they said they are not willing to to anything. I NEED YOUR HELP TO RESOLVE AND STOP THIS HUGE COMPANY FROM TAKING ADVANTAGE OF WOMEN LIKE THIS IT IS OUT RIGHT A CRIME WHAT THEY ARE DOING. I am having a very difficult time dealing with this stress.

Desired Settlement: I want all of the money I was charged along with the additional fees and costs refunded back to me along with not being charged that again on my bill since they are not able to give me the service. They state it looks OK on their side but I can not use my phone to call anybody and they never came out to correct this. I also feel that all of the anxiety and stress they have put me through should have some sort of bearing on the settlement. I feel that NOBODY SHOULD EVER HAVE TO PAY $200 per MONTH TO PUT UP WITH THIS TREATMENT IT IS NOT FAIR OR RIGHT IN ANY FORM.

Business Response:

Verizon has made attempts to reach the customer to discuss her billing. The customer was provided a contact number. The company has found no error in billing and if the customer would like to make a change to her plan she can contact us.


Consumer Response:

Better Business Bureau:

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

The company (Verizon) is charging me for home phone service which I can not use.  They clearly itemize this on the bill $30 per month for the service.  I can not call our or make ANY calls on my home and have not been able to for over a year now.  I have spent countless hours on the phone (cell Phone) and internet over the past year trying to straighten out and I AM STILL GETTING CHARGED $30 per MONTH FOR SERVICE I DO NOT HAVE.  I have gotten in trouble at work for personal calls as everytime I contact them I am on the phone (mostly on hold) in excess of 30 minutes PLUS.  I did contact them but I MUST CALL after 5:00 when I am done work and they do not answer.  I am so stressed over this and it is affecting my health and my job.  ONCE AGAIN EVERY TIME I CALL I AM BULLIED BY THE PERSON ON THE OTHER LINE.  I have been taken advantage of being a single woman and their practices are down right abusive.  THey clearly discriminate against people who they feel they can push around, especially women.  If I do not get satisfaction I am very prepared to take this to the next level.  If they cannot fix it so I get the service they charge me for, that is totally fine but I want the $30 per month I have paid credited back to my account and do not want it to appear on any further bill.  THis is something they can do without speaking to me if they find it impossible to have a number and person I can contact after 5:00 PM. THis is beyond ridiculous and NOBODY SHOULD BE ABUSED LIKE THIS BY A BIG COMPANY>  SHAME ON THEM.  ANd since they have been falsely charging me for $30 per month for services I do not receive, my bill has a large balance that I need corrected and then terms that are reASONABLE FOR ME TO PAY THEM BACK.  Every time I have to deal with this I get chest pains and if something happens to me health wise, everybody is aware of the situation and I will hold them liable for this in addition.  I am not going to be BULLIED BY THEM ANYMORE>  PLEASE HELP ME.

 

 

 

 

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


Sincerely,

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




 

Consumer Response: Better Business Bureau:

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

I only received one message on my cell phone, which they called during the day while I was at work.  Unfortunately I stated numerous times, that I cannot take personal calls at work.  I did however contact them back at the number left on my voicemail ********** ******** am waiting for a return call.  Until I speak with them to actually resolve, I still need this open.  If they do in fact resolve, I will inform you immediately.  Thank you for your help.

Sincerely,

***** ******

 

 

 

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


Sincerely,

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




 

Business Response: The customer has been provided direct contact information. There has been no error in billing and no service issue identified. The customer can contact Verizon during normal business hours to discuss her concerns.

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Additional Notes

Complaint: I have signed up Verizon for internet and phone services for my business Granite ASAP, located on ****** **** *** ******* ** *****. After couple months we started to have issues with both internet and phone services. We have made several calls and scheduled services for these problems to be figured out, but first of all they didn't show up at all or sometime after scheduled days to repair them, and this issues keep repeating. Finally, I have made a phone call again to see what is going on and told them if I am not getting this repaired I will have to cancel my services, and lady on the phone said there wouldnt be any early termination fees since there are several tickets. So I have transferred my services to another provider. Now they are trying to charge me with early termination fees. When I called on 03/**/2016 to disconnection department, they said they cannot wave these fees, and they dont see any service calls in their system- which is a lie.

Desired Settlement: I would like the early termination fees to be taken out of my final bill

Business Response: A Verizon billing escalation representative spoke with *** ******* on 3/**/16. The representative advised that the billing of the early termination fee (ETF) was valid.  The Verizon service was disconnect prior to the expiration of the 24 month contract. No record was found of a Verizon representative advising that the early termination fee would be waived do to multiple service issues. Verizon repair records show only 2 repair reports, 12/**/15 and 2/*/16 for service issues. The billing of the ETF is being sustained.

Consumer Response: Better Business Bureau:

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

The 24 month contract was base on the service we supposed to get. Verizon has failed to provide the service. There is other complaints other then that two. There is three phone numbers, and internet was providing by Verizon. There has been service calls which they didn't show up or showed up a week later then scheduled. I am not willing to pay the early termination fee claimed by Verizon since the service wasn't provided which we sign contract for. Their lack of providing service caused damage to my business.

 

 

 

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


Sincerely,

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




 

Business Response: Verizon's position that the early termination fee is being sustained has not changed.Tell us why here...

Consumer Response: Better Business Bureau:

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

Verizon has been claiming early termination fee for the service that has NOT been provided. There has been service calls which has not been resolved by Verizon, and since there is no service provided by them, we have a right to cancel, and don't need to pay any fee if they have not been providing the service written in the contract. 

 

 

 

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 contacted Verizon in the middle of November, 2015 to cancel my service and returned my equipment by physical drop off to a Verizon location where I received a receipt. Verizon charged me for an additional month on 11/**/2015, when I called to inquire I was told that there was no record of my cancelation and spent roughly 45 minutes bouncing between departments trying to figure out what went wrong. I was told to expect a call back with a resolution, this never happened. I called again on 11/** and had to run through the scenario again. This time I was told that my account was now properly closed. A new bill came in December indeed showing that the service was canceled including an early termination fee (as expected), but there was also a One-Time Activation fee charged because of the nonsense that occurred on 11/** and 11/** when multiple representatives tried to cancel my account. I called back on 12/**/2015 and spent an hour again being transferred between departments, it was during this phone call that I was told that I would not be receiving a refund until February of 2016, once my final bill could be generated in January of 2016. I was told that the delay had something to do with them needing to verify that my equipment was returned even though I physically dropped the equipment off an obtained a receipt. This was not the first time they told me their computer systems do not communicate and they had no way to verify things like that. I explained that this delay would not be acceptable and that I expected them to waive the early termination fee of $20 because of the nonsense and the inconvenience. The response was that would not be possible, that they did not have a way to put that in the system...no "customer satisfaction" button I guess. The January 2016 bill came showing a total due of -$91.58, no refund came. The February 2016 bill came again showing a total due of -$91.58. It is now March **** and I am still waiting for my refund. I called today for an update, gave my account number to the automated system, had to give the number again once a representative picked up. She took down my info but could not access anything and had to transfer me to another department where I again provided my account number (remember that the computer systems don't communicate). The final representative told me that they would have to finalize the account so that my refund could be processed and that I would receive it in 7-10 days. Were they waiting for me to call again before they decided to refund the balance? Their cancelation system is set up this way intentionally to discourage anyone from switching between providers.

Desired Settlement: It would be great to receive some sort of an apology, especially considering I've wasted almost 3 hours on the phone with "customer service" over the course of the almost 5 months it has taken to cancel my service. At a minimum I would like the $20 early termination fee refunded in addition to the $91.58 that I am still waiting for. I called to terminate by service on 11/*/2015 with a last day for the service to be 11/**/2015. It is now 3/**/2016 and I am still waiting for the return of my money.

Business Response:

Check# ********** for $91.58 was issued 3/**/16 to refund *** ********** credit balance. The company also credited his early termination fee of $20.00 and issued a manual refund for the remaining $20.00 credit. Calls to confirm receipt of the refund have been unsuccessful but he has been provided direct contact information.


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and the matter has been resolved.

It is unfortunate that it took a BBB complaint for Verizon to listen to the frustration that I tried to communicate to their customer service representatives over multiple phone calls and hours spanning nearly 5 months. Terminating service with a provider should not be that painful. The valuable time I spend trying to sort this out with Verizon was wasted, I should have contacted BBB on day 1. Customer satisfaction should not require a mediator. 

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



 


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Additional Notes

Complaint: I have made 30 phone calls, have had 6 tickets opened and closed. I had my last ticket closed only to be reopened by Nicole yesterday. I have spoken to Melissa, April, Jose, Mallory via chat and Nicole yesterday. The first 3 promised to get back to me to confirm the issue was resolved. But the breaking point was with Miss T******* (if that is her real name) who treated me abhorrently, refused to take my payment, insisted I pay my bills late, but finally after 15 minutes on my part, took of my late fee. Despite telling her I have lifeline and am disabled refused to adjust the $3.50 charge, spoke to me like I was a liar. I ended my conversation telling her I am disabled and would get my attorney involved. MY accounts are still not merged. I have a $27 credit which I cannot apply to my Fios Account. Every month I speak to your mostly aggressive customer service reps who refuse to let me pay via pnone until I am sent to finance. What a disgraceful way to treat a 13 year customer. I told Ms. T******* I hoped the calls are recorded as you must listen to the call. She should be terminated for the combative way she spoke to me including a disparaging remark about the woman at finance who waived the fee the second time. ARGUED with me over a 5 cent late fee. Sociopathic. I have contacted my attorney for your complete inability to resolve this matter, your reps saying they would call me back and never bothered, the abhorrent way Ms T******* treated me despite me being presently homebound. Again, she should be terminated. I am reaching out to other agencies to see if this is a pattern with other customers. Tickets are closed with nothing done. RESOLVE THIS VERIZON. This is a total of 60 calls in about this when you include the 7 calls a months just to pay my bill. MERGE my accounts. DO YOUR JOB. Don't give me extra work to do. Listen to the call and terminate that horrible woman. You're going to end out in court if this continues. FIX this already.

Desired Settlement: Fix this or deal with a judge. Listen to that call made to Ms. T******* on Sat Feb ** at 10:05 AM. Don't contact me until my accounts have been merged. Only someone with a single digit IQ would behave this way. I have NEVER paid my bill late yet your horrible rep insisted I did. Look at my account and fire her. She's a disgrace.

Business Response:

Verizon has spoken with the customer and advised that the system issue that prevented combined billing has been resolved. The March **, 2016 bill will reflect the combined billing. A Verizon executive relations representative has a follow up to review the bill and confirm that it is correct, and the customer has been provided with that person’s name and number.

It was confirmed that Verizon has credited three charges for the customer’s use of bill matrix to pay her account. Adjustments of $3.50 each were issued on **/20/15, 11/**/15 and 1/**/16.

Verizon also confirmed with the customer that as of 2/**/16, she is now able to access her Verizon.com account.

Verizon apologizes for any inconvenience the customer has experienced because of these matters.

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:

When I spoke with Sheryl yesterday, she said she will not know if it is resolved until the next billing statement which is 3/** and posts 3/**. Furthermore, although I was credited $3.50 it was credited to my phone account which now has a huge credit of about $91.00. I have BEEN UNABLE to apply that credit to my Fios account. Until the accounts are merged and that credit is applied to my FIOS bill, this will remain open.  I spoke with **** ****** by phone last week requesting that this stay open until it is resolved. I heard last month that they were merged and it is  not reflected on my account. Furthermore, Sheryl stated she would not know until next month. So how is it resolved? The treatment that I received was awful and it doesn't appear *** ******** will be penalized for her outlandish behavior.

Therefore, until I see my accounts merged and the credit applied this is not resolved. I will not be laying out the $3.50 anymore and will not longer be calling customer service 7 times per month. Sheryl said she will deal with the issues if it is not merged after the bill is posted.

 

 

 

 

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


Sincerely,

**** ******




 

Business Response:

Verizon contacted the customer and explained the billing on her March, 2016 statement. We advised that going into this bill she had a credit balance of -$91.43. The new charges of $97.86 included charges from a previous bill and were credited last month. After the credit balance was applied to her charges, her bill for this billing period was $6.43. Her normal monthly charges will be $62.66 per month plus any local calls she makes which are charged at .09 per call. The customer now understands. Verizon apologizes for any inconvenience the customer has experienced because of these matters.

Consumer Response:

I spoke with Sheryl yesterday and appreciate the time she took to review my account. She did say she would email me a breakdown of the bill which I have not received. Sometimes people email ****************** instead of ********************. If you could resend, that would be great.

I also was told that if the bill is higher next month I could contact Sheryl.

I am happy this is resolved and am very pleased with the BBB and their handling of this case. I only wish I had filed a complaint earlier.

Thanks. **** ******


 


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Additional Notes

Complaint: i awoke today with a bill from verizon residential stating that i owed $122.36 instead of the normal $101.38. Knowing the amount of my standard bill i checked into the verizon website where i was suprised to find the addition of an hbo package added to my plan. i have never authorized this to be added. i have never requested this to be added. I refuse to pay for something that i do not use. this is the second time in the last year i have had to file a complaint against verizon residential for billing issues. I have also had to file against verizon wireless for billing issues. This company can not be rated as a+ when they continue over and over to violate the trust of the consumer. I spoke today on their chat service where i was told that they are unwilling to do it that i would have to take time out of my day tomorrow to get this taken care of. Looking back on past problems has led me to file against them again. this is ridiculous.

Desired Settlement: First, if the BBB can make them actually acknowledge that they have caused this issue, it needs to be fixed. verizon must fix the unauthorized charge on my account. Second, they need to issue an apology for this situation. I can not ask the BBB to seek out restitution because it does not work that way, but if they can actually ignite a fire under verizon's butts then verizon needs to make restitution.

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 switched to Verizon on 3/*/2016. Installer said he was given wrong number and could not hook me up and would come back the next day. In the meantime Verizon stopped my service with my then present carrier and I did not have phone service until Monday afternoon when the tech returned. I have been on the phone with them or on their chat site at lease 6 times since that time trying to find out why I do not have voice mail and other services that were supposed to be included with my line. I explained that this is a business very much dependent on voice mail and each time I have been assured that it would be added and I would get a call the next day to confirm and help set up voice mail The last rep stated I am listed as a medium business and have been talking to "small business phone number and proceeded to give me a number which was residential phone service. I also was assured on this last chat issue that I would be taken off the 2 year contract plan and put only on the monthly plan. I still do not have voice mail, or caller id. I did get call forwarding. This has cost me clients, income and hours of phone time.

Desired Settlement: I believe Verizon should not charge me for my phone services until they supply me with the total package as indicated by the sales person. The confirmation email I received from him was unreadable garbage and I sent it back and asked him to please resend properly and he sent the same thing. If they cannot resolve this, then Verizon should pay any costs associated with me having to return to my earlier service carrier.

Business Response: Company records show that this customer had a bad experience with transitioning her service to Verizon. Upon receipt of this complaint her voicemail was not working. On 3/**/16, Verizon placed order to correct her services. Another order was placed to remove the customer from her contractual obligations. The customer has also been issued a $20.00 credit to appear monthly for 12months as an apology. The company apologizes for any inconvenience this matter has caused.

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 like to thank the lady in the corporate office for her quick action on this matter.

Sincerely,

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



 

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Additional Notes

Complaint: Phone service was reduced and internet was canceled January ** and spoke to Leroy. Received a bill with multiple charges and duplicate charges. I called 1/** and spoke to Christian who said he credited back the amounts for the charges. When the bill was received there was no credit. I called Verizon again several times, Spoke to Ms. B***** on 2/** and Danny on 2/** and no one was able to access my account. I was also unable to access my account online. When I spoke with Danny on 2/**, he said to not pay my bill and just wait until the next cycle since they couldn't do anything at the time. He said there would be no late fees and he would put in the account to waive the charges. I received my bill the end of February, the charges are still messed up and am now being charged a late fee. Along with these charges I am being charged 10 cents per call. So a charge of $1.60. Leroy in the first call said that my phone line would have 20 calls included before any fees would be accessed. This is just a mess and nothing is being settled. Every time I call verizon someone acts like it's their first day on the job and has no clue to any previous calls that we have made. Why such a lack of customer service?

Desired Settlement: Refund of over charges

Business Response:

I reviewed *** ************ account and see that $10.96 in pro-rated credits for internet service were issued January **, 2016.  Subsequent to receipt of the complaint, I forwarded the dispute to our billing department for further assistance.  On March *, 2016, at my request, a representative issued an additional prorated $17.75 credit for the remaining days internet was billed as reflected on the customer’s January **, 2016 bill.  This adjustment will appear on *** ************ pending March **, 2016 billing statement. I was unsuccessful in speaking to the customer; however, I apologized for his concern and provided this information in an email to him today.

Consumer Response: Better Business Bureau:

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

The $10.96 was a credit that was supposed to be applied to our account for our phone line being out of service around Christmas 2015. The additional credit of $17 is new to me and no one has explained why this amount.  I have attempted to contact Mr. Stephen S*******-P***** multiple times with multiple voicemail and he has failed to return my calls on the contact numbers given to him. I would like to have all charges credited back on my account. This has been an on-going issue since January. 

 

 

 

 

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


Sincerely,

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




 

Business Response:

Subsequent to receipt of the complaint, Debra, a Verizon billing consultant spoke to *** ********** and recapped $36.07 in credits issued for internet out-of-service, late fee and a message unit.  The customer advised all is resolved now and has our can-be-reach numbers. 

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.  Credits should be applied to next bill.  I will continue to monitor my statement for the next few weeks to ensure credits have been applied. 

Sincerely,

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



 

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Additional Notes

Complaint: Verizon FIOS will not allow me to make reasonable payment arrangements to pay my bill in full. I made a payment online today 3/**/16 and cannot make another payment until the end of the month. However, the online system will not let me make an arrangement for the end of the month, rather only 2 days later which is ridiculous. Furthermore, in trying to get through to customer service, I was hung up on twice, and was not able to talk to anyone! This has got to be the worst customer service on the planet. How can Verizon Fios threaten to suspend service without giving customers reasonable payment arrangements and the chance to speak to a live representative. I have had nothing but problems with Verizon Fios from my initial contract to the renewal where the promotion turned out to cost me MORE not less as advertised and billing issues. I have been a wireless customer for 10+ years and recent fios customer for the past 3. I have had enough.

Desired Settlement: I want to be able to make reasonable payment arrangements and I want Verizon to review my billing and offer a package that will not screw me in the wallet to pay more. More than that Verizon FIOS must improve their customer relations. Otherwise I will no doubt terminate my fios and wireless contracts and look elsewhere.

Business Response: Please see the attached correspondence sent by Verizon regarding *** ******* concerns.  The first letter sent November **, 2015 addressed *** ******* billing concerns associated with former Better Business Bureau Complaint under ID ********.  Neither a Financial Services consultant nor I was successful in reaching *** ***** in regard to his current complaint under ID ********.  I have attached a please call letter mailed to *** ***** that also highlights information pertinent to his concern for payment arrangements. 

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Additional Notes

Complaint: To induce me to switch service to Verizon i received an offer of $141.92. The statements i received from Verizon included items i never agreed to, such as multi room DVE service or preferred HD (i have service in one room and never ordered an HD package)

Desired Settlement: Billing adjustment

Business Response:

Left 2 voicemails for the customer, but we have not received a call back.

 The customer's 1st bill did not bill for TV. Those charges were on the 2nd bill and the email confirmation clearly shows DVR.  The customer called in about the DVR not working and the rep advised to upgrade to MDVR, then customer went back to regular DVR service.  Case closed.

Tell us why here...

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:

 

1 agreement with Fios (per 1/**/16 is for title play package for 99.99. plus FIOS equipment package for 18

2 charged for equipment package for $23 (not 18). we did not ask for an additional equipment (or received one)

3 charged for FIOS preferred HD package.  verizon to explain why this is different from the one in the triple play package that already includes preferred HD, and based on what authorization change was made

4 original order did not include charge for extent coax bridge.  we were not told that additional equipment includes $75 charge. verizon to explain

5 charged for multi room DVR service.  we don't have (never had) multi room service.  this was already explained to verizon several times over telephone calls

6 we did not receive any voicemails.  verizon to explain when and at what number message was left.

 

 

 

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


Sincerely,

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



 

Business Response:

We were not able to reach this customer (customer’s voice mail was full) to review the billing. A letter was mailed to the customer on 3/**/16 providing him with a billing specialist name and direct number to call at his convenience so we can review the billing.

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Additional Notes

Complaint: I am currently switching away from Verizon Fios. I was on their chat room talking with 2 agents within 3 days, both agents told me that I wouldn't have to pay an early termination fee, if I was keeping internet which I was planning to. So, I went back to the chat to switch it over, and it was unavailable so I called and I was rudely told that I have wrong information and that I had to pay the termination fee. She then rudely explained why and said it about 3 more times like I was stupid. I then disconnected and tried the chat room instead. I spoke with a employee there and they then proceeded to do the same thing saying how I got wrong information and I told them it isn't my fault that 2 previous agents told me the exact same information and that they should honor it, and told me to go ahead and call the Business Bureau. I was rudely told again that we would have to pay, and that if I cancelled before the **** of march, I would only have to pay termination fee. I then today, told them to cancel and now another agent is saying I have to pay the fee, AND now I have to pay more money even though I am cancelling the ****. I am getting different information between agents, and that isn't my fault and I shouldn't have to pay either amount now in my eyes, because not my fault I was given incorrect information.

Desired Settlement: I would like to not have to pay for the rest of the amount that I supposedly owe, which I was never advised in any of my past conversations. I also think I shouldn't have to pay the early termination fee, because 2 out of the 3 agents I talked with told me I wouldn't have to. Now a result of all this miscommunication, I am trying to just cancel all together and feel like I shouldn't have to pay anything. Very poor customer service they have!

Business Response: Tell us why here...

Our investigation found the early termination fee to be applicable. The email confirmation sent to the customer on 6/**/15 prior to the services being installed clearly stated that the bundle must be maintained for a minimum of 24 months or an early termination fee of up to $230 applies if services are canceled early. The intention of the email is to allow the customer to cancel the request prior to installation if there is any disagreement with the terms.

A billing specialist contacted the customer to acknowledge receipt of this complaint. The early termination fee was sustained. The customer was informed that if they establish new service within the next 90 days we would adjust the fee as a courtesy.

Consumer Response: Better Business Bureau:

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

 

The employees should have told me all of that and they didn't they said I didn't have tipsy.  If was I the contract the employees should have advised that as well.  Which they didn't.  They should still honor it.  

 

 

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


Sincerely,

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




 

Business Response: No new information provided. The company's position remains the same.

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Additional Notes

Complaint: On Saturday, February **, I contacted Verizon to renew my FIOS and Internet service. I received an Order Summary which provided me with the following statement: '******* ****** ********* **** ******** ** **** ********** ***** *** ******** *** ****** *** ******** **** ***** ***** ** ** ****** ** *** *** *** ******* ****** **** **** **** ******* ** ********** ******* ******** **** ****** *** ** ** *** ****'. I have spoken to two Verizon Wireless representatives on Sunday, February ** as well as several FIOS representatives for a period of two hours. I received a lot of excuses and was referred from one company Verizon Wireless to Verizon FIOS - a complete run around. I forwarded a copy of the account summary to the Verizon Wireless representatives and was referred back to FIOS. I contacted Verizon FIOS on Monday, February ** and spent another two hours on the phone Once again being bounced from Verizon Wireless to Verizon FIOS. One Verizon a Wireless representative provided me with the following statement (which I received via email): As we discussed you will be getting your 18gb of data on your account for free,it will be added through the FIOS promotional department '. As of today, March *, I am still waiting for this promise of data!!

Desired Settlement: I would like to receive the promotional item that was offered to me for the purchase of FIOS phone and Internet service.

Business Response:

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

Thank you for referring the BBB#******** complaint of Yvette J****** to our office for review.  We appreciate your bringing this matter to our attention.

Our expectation is that all Verizon customers experience the highest level of service.  In the rare instance they do not, we make every attempt to assure we are taking the necessary steps to rectify their concerns.

Verizon records indicate order ********* completed on February **, 2016 renewing the Double Play bundle services for FiOS Digital Voice and Internet 50/50. A confirmation email was sent to the customer itemizing the services, monthly rate and terms of service. The confirmation does reference a Special Offer for placing the order making the customer eligible for wireless data. This offer is made available through Verizon Wireless. We ask that this matter be served to Verizon Wireless.

Our expectation is that all Verizon customers experience the highest level of service.  In the rare instance they do not, we make every attempt to assure we are taking the necessary steps to rectify their concerns. We do regret the inconvenience experienced as Verizon Communications representatives do not have access to the customers Verizon Wireless account records.

A Verizon representative was unsuccessful at reaching the customer. Verizon Communications has requested a Verizon Wireless representative to contact *** *******.

We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this complaint.

Thank you,

Sherrill B.

Verizon Executive Relations


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Additional Notes

Complaint: I have been waiting patiently on Verizon to patch a hole that was drilled in my home siding on December **, 2015 when phone and internet service was initially installed. I have reached out to Verizon several times and have spoken with several individuals concerning this matter and as of today, February **, 2016 the problem has not been resolved. I spoke to Ms. M**** Turner on February *, 2016 concerning this matter and she informed me that she would have someone from Verizon come by to take a look at the problem. Mr. S**** from Verizon came by on February *, 2016 and stated that he would have a technician come out to patch the hole. I left 3 additional messages for Ms. M**** Turner regarding this matter and have not received a response. I called Mr. S**** again on Thursday, February ** and he stated that he thought the issue had been resolved but he would get someone to come out immediately to patch the hole and rectify the problem. I’m still waiting for that individual to arrive. At this point, I am really dissatisfied with Verizon not showing the ability to follow through with their promises. By now I feel this matter should have been resolved.

Desired Settlement: My desired outcome is to patch the hole that was drilled in my home siding.

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 have been a Verizon FIOS customer for 8 years with Internet, Phone and TV services. In 2008, the phone services were set up using Copper (not FIOS) due to technical issues in our (rural) town. It took Verizon FiOS 6+ months to set up the Copper line. This included 3 visits from technicians. Once the copper line was up, the land lines finally worked Yesterday (March *** 2016, 12:00 noon), I called Verizon FIOS to get a lower rate per month. I explained our prior issues on the landline and needing to stay on Copper. We were able to lock in a better rate and save ~$40 per month. At around 1:00 pm March ***, my landline no longer worked. There was no dial tone. Same Day - March *** I called technical support 3x The two people told me the issue was on my end and that I should check the power source The last person I spoke to at Verizon FIOS (Mike) was helpful. He said that Verizon Fios did in fact switch your phone line back to FIOS (not copper) I called customer Services 3x The first 2 people told me that Copper is no longer supported. I explained that literally 4 hours ago and for the last 8 years I was on Copper. March *** I called technical support 2x. Same answer. I am now on hold again waiting (20 minutes and counting) for customer service

Desired Settlement: Put me back on Copper Some of your customer service agents including technical agents should care more about customers and their issues.

Business Response: Tell us why here...

Our investigation found that it was agreed to change the line back. This was accomplished on March **, 2016.

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Additional Notes

Complaint: I have had problems with my internet and home phones for 2 months we have called Verizon numerous times to fix the issue we had tech support out here twice ask them to credit account for 2 months we have not had internet or Home Phone service they were did not credit account billed me for bill refuse to pay till I receive two months credit for something we could not use now they threaten to turn our home phone and internet off

Desired Settlement: Two months credit on bill for services we could not use

Business Response: Upon review of the customer's credit history, a credit of $13.00 was issued for 13 days of reported internet service issues.  Verizon will not issue 2 months credits; as the trouble history does not warrant.  Additionally, there are no reports of telephone service issues, as a result, credit will not be issued. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: There have been numerous calls made to Verizon about the problem for 2 months home phone and internet net was not fix. They charged me for a repair man that has been here @ my president twice to fix the same problem that is still has not been fix. I feel 2 months credit for Internet services is fair. A credit of $100.00 is fair to solve this problem...

 

 

 

 

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


Sincerely,

***** ******



 

Business Response:

As a courtesy, Verizon issued an additional $25.00 for the customer's concerns.  Verizon provided a detailed response via voicemail informing the customer of Verizon's out of service credit policy.  Verizon provides out of service credit for documented trouble lasting 24 hours or longer.

Upon Verizon's investigation, the customer filed trouble reports on January **, 2015 (no dispatch required), July **, 2015 (no dispatch required), January **, 2016 (technician dispatched service repaired January **, 2016), February *, 2016 (no dispatch required), February *, 2016 (no dispatch required), February *, 2016 (no dispatch required), and February **, 2016 (technician dispatched service repaired February **, 2016). 

Verizon issues credit for dispatched trouble with an out of service duration lasting longer than 24 hours.  As a courtesy, the representative issued credit for the non-dispatch tickets as well, which gave the customer credit for the 13 days.  No further credit will be issued for this issue.  Verizon informed the customer his $100.00 credit request is denied. 

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Additional Notes

Complaint: have been trying to update my service since 02/**/2016 to have internet only at a price I was quoted and I am continually told that it now can't be done. In the meantime, I am paying for TV service that I am not using. It is frustrating and I have spent over 4 hours chatting or on the phone with representatives. It is very frustrating and overall bad customer service that a long time GOOD client has to deal with such poor service from a company. Details: Chatted with David on 02/**/2016 - Chat ID *********** Spoke to Evelyn on 02/**/16 to implement the chat at quoted price - She provided reference #********* as confirmation. Chatted with Vannessa to ask about what my current bill would be on 02/** Approx and she indicated change was not made and NO record of conversation, made me feel like I was lying. She would research and get back to me, never heard back. Called 2/** - spoke to **** and he was going to handle - entered order # ********* - I immediately got an email there was an issue so I called back. 2/** - Spoke to Randy, Order # ********* - she assured me this would go through and she would follow. I thought it was all taken care of. 3/* - called to confirm last order was successful, spoke to Richard, and he wasn't able to honor. Manager Karen came on the line after 30 minutes - she said was able to change the service to the wrong pricing but had to request special pricing which takes a few days. I still have not received any confirmation of the change and have tried to reach her and left two messages at her direct number of ###-###-####. She provided a reference number of *********

Desired Settlement: I want someone who can actually make the change at the price quoted to do it and refund me at this point for the tv services I have tried to disconnect since February ****. Thank you.

Business Response:

Thank you for referring the case of ***** **** to our office for review.  We appreciate you bringing this matter to our attention.  Maria expressed concern regarding the change requested for her Verizon Internet and TV services.

Research found there was a system issue with the original order. Several representatives attempted to correct the trouble and replace the original order. Unfortunately, it required the help from the Provisioning Repair team.  We verified on March ***, the trouble was cleared and a Verizon representative was able to complete order.  The account shows her TV has been removed and credit give back to 2/**/16. She received 2 credits totaling $72.25 on March ***.  The system shows her FiOS 75/75 Internet speed is $44.99 for months 1-12 and $54.99 for months 13-24.

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Additional Notes

Complaint: A door to door Verizon representative came through our neighborhood telling us about promotional offers regarding FIOS. He promised: locked in rate of $40/month, soft credit check, free installation, and 14 day trial period with free cancellation. Instead, a hard check was done on my credit. Then, on my first bill, I was charged for installation. Upon calling about this, I was told that there was no such promotion available (for free installation) and that my rates were only good for 12 months. I told them I would like to cancel, and they told me I would be responsible for installation fees. They have refused to waive the fees and I am now paying about $100 for 13 days of internet. Their door to door representative was either lying to me or misinformed about everything he told me. When presented with an opportunity to correct the situation, Verizon refused to honor what their salesman sold me.

Desired Settlement: I would like all fees, including the installation fee to be waived, honoring what Verizon's sales person sold me. I have no problem paying for the portion of the month's internet that I used, but I should not be held responsible for the installation fees, as I was promised free installation and free cancellation.

Business Response:

Verizon will waive activation fee of 80.00, customer will get a final bill with in 30 days. As for the credit inquiry Verizon only do soft inquiries. Customer should call credit agency and dispute.

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Additional Notes

Complaint: Verizon agents have provided me with false information. Ive been a customer for over 5 years. I am not being treated like a long time customer. I was told that i would have my service restored once i paid my balance. I was lied too. I needed to push and push for answers. I was told i needed to pay over$200 which was a lie! That alone made me feel like i was being scammed. I was disconnected from the call. Agents provided false information& the last agent i spkoke did inform me that if i hadnt called un my internet would have not been turned on. This is crazy! This is noth the dirst time that ive had an issue with verizon that left ne feeling like i was being scammed! I was being charged $91 fir an error on verizons end & at the end they make it seem like they are doing me a favor. Please, that was a false charge to begin with! I need to be treated with respect.

Desired Settlement: I would like to be contacted by a supervisor to discuss

Business Response: ************ ******* ****** **** ****** ** ******* ** ***** *********************
 
 
According to our records, a payment was received by ******* ****** on 02/**/2016 in the amount of $154.23.  Services were determined to be terminated on 2/**/2016, representative ******* spoke with Cynthia and informed her of services were disconnected for non-payment. 
Our terms of service related to Telephone service can be disconnected if a customer does  not pay their  telephone bill. If this occurs, a "Notice of Account Past Due" for late payment will be sent, and service will be disconnected if payment is not received within 5 days. Required payment following disconnection will include all late charges and reconnection charges.
Other reasons telephone service could be disconnected include:
Failure to comply with the terms of a deferred payment agreement.
 
Our records indicate that she was offered a $29.99 courtesy credit to cover the activation cost to issue a reconnection for an Enhanced Bundle Service which included the HSI and Regional Essentials phone plane, as a Double Bundle. Service order number ********* was written on 02/**/2016.
 
Landline is ringing and a voicemail has been left to review customer satisfaction.


Sincerely,
 
 
Bridget M.
******* ********* ********* **** ************ ************ ****** * ******* **** **** ** **** **** ** 

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Additional Notes

Complaint: I was being harrased and the subsequently completely missed informed by the company. I different representative was coming to my house on a regular basis telling me that the lines to me house needed upgraded. When I finally agreed I was informed that my bill would not change very much. I received my new bill of $190, which was up from $150. I noticed that the "update" they HAD to do on my house was upgrading me to Fios. I was in a triple play bundle deal with Verizon and Direct Tv. I was NOT informed that my new plan would not include direct tv and that I was now responsible to pay them. So I have been paying almost $200 for just phone and Internet. I was also not informed that I would be being digital voice. Lastly I was NOT informed that my autopay on my account would be cancelled and I would have to sign up again. When I spoke with Verizon they basically said there is nothing they can do and I am in a contract. If I want to cancel a contract I need to pay $220. They did day 2 that my monthly bill should be less but there were a bunch of charges from changing over. How can I be stuck in a contract when they so grossly misinform their costumers?! !!

Desired Settlement: I would prefer to no longer deal with the company, if that is not an option I would like to go back to my previous plan.

Business Response: Several attempts were made to reach the customer without success and a call me letter was mailed.  In the interim, we reviewed the customer's profile and it is now billing only for a Double Play (Data and Voice).  Ms. S****** Service Order Form received from the Door to Door representative reflected the first month's bill would be higher due to prorated charges.  The issue regarding the Door to Door representative was referred and will be addressed internally.  We apologize for any inconvenience that Ms. S**** experienced as a result of the above matter.

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Additional Notes

Complaint: Verizon owes me $124.18 in total, that I would like returned or credited to my account. August 2015 - I added Verizon WORLD Plan 500 to my account, and made calls to Nepal. I did not go over the 500 minutes allotted. I received an extra $364.18 charge to my August bill. Turns out Nepal isn't included in the plan! Why is Verizon calling it a WORLD plan if all countries aren't included? August 2015 - I called Verizon about the $364.18 charge and false advertising. After a long conversation the rep asked me to pay the entire $497.92 bill and Verizon would credit my account $40 each month until $364.18 is reached. So I paid the whole $497.92. I received a $40 credit for August. There were no credits given to me for September and October! I called them up again and after an hour of wrangling I was given an $80 credit for those two months...rep said there's nothing in their system that says I should be credited each month. He would ask the original rep to fix it. December 2015 - No credit on the December bill, so I called Verizon again for another hour long conversation - rep again said "** **** *** *** ****** ** **** *******", and that she'll ask the original rep to fix it. She told me to keep paying my bill minus $40 and if I don't see the December credit in my account after a week to call back. I did not call because these calls are exhausting, and take long. I then got a "disconnection notice" Feb **** for not paying balance overdue ($120.30...the supposed credits I was asked to withhold). I have been paying my bill minus $40 each month since December 2015. Feb ** 2016 - I made another hour long call to Verizon asking why I haven't been credited the remaining amount and about the disconnection notice. The rep said there's nothing in my account notes that says I should be credited at all and that I should settle for a 34% total credit because I did make the call and that has charges. I am not disputing my calls...the World Plan has a charge that I paid in Aug 2015 ! There is no way I would settle for a 34% of my own money! After much discourse the rep said the best he could do is a $120 credit. I paid Verizon the $364.18 World Plan500 usage charge with an explicit agreement that I would get credited every month for $40 for 9 months!! I am not responsible for the kind of support notes Verizon employees keep of customer conversations...they can verify it all in phone recordings they may keep that everything I said above is true and that I was promised my money back. Verizon still owes me $124.18 and I cannot be expected to spend another hour next month over the phone, begging/hoping I will be credited another $40 of MY money. Verizon, please return or credit to my account the rest of my money, $124.18 in total.

Desired Settlement: Verizon, please return or credit to my account the rest of my money, $124.18 in total.

Business Response: We issued credit for the disputed international calls as well as the monthly fee for the calling plan. We spoke with the customer to review the credits issued and apologized for the problems.

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Additional Notes

Complaint: On Mar, * 2016 my cable television with Verizon Fios stopped working. After a couple days a service call was scheduled and a tech came out to take a look. After a few hours he discovered the problem and fixed it. However after this I now had no internet service. I had to schedule another service visit to figure out why my internet didn't work. The tech shows up for the second visit and discovers in about 2 minutes that my internet cabling had simply been unplugged by the tech during the first visit and never plugged back in. I was frustrated but I understand how mistakes can be made especially since the initial problem with the television was difficult to solve. Fast forward to today and I discover I'm being charged $183.00 for 2 service visits. And to add insult to injury, my television STILL doesn't work properly, as the signal is scrambled and unwatchable. Which would mean I would have to schedule yet another service visit to fix and pay an additional 92 dollars. Having to pay Verizon almost a hundred dollars per visit to make the service I pay for works correctly is absolutely unacceptable. My previous provider was Charter, and I had a problem with their service that required multiple service visits to resolve and I was never charged a dime.

Desired Settlement: I would like at least the second service visit charge to be rescinded as the tech was here to fix a mistake made by the previous tech. I would also like my cable television service to be fixed as it still isn't working correctly despite having 2 techs here trying to fix it.

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 have been a Verizon Fios customer since 2013. Last year I agreed to another 2 years of service, which includes: Ultimate HD TV package, 50/50 Mbps internet, and unlimited phone service. After the agreement to continue service last year, several channels that I watch were taken off the TV including: The Weather Channel, Sportsmans Channel, and Outdoor Channel. I am paying the same rate for less TV service than before. Now, new customers get a better deal the long time loyal Fios customers, they even get faster internet speed. Today I chatted with Jakob on the Verizon website about possibly getting a lower bill, or possibly getting a internet speed increase to the next tier which is 75/75 Mbps, due to all the hassle mentioned above. Online in my account, it says it's a additional $5.00 a month for the upgrade to 75/75 from 50/50. Jakob claims that there is nothing he can do, and then tries to charge even more money which was a additional $10.00 a month instead. I also asked him to cancel my HBO subscription, and he said I would have to do it myself through the website. He then asked if I wanted to upgrade the internet for $10.00 more and I told him I would switch back to ****** ***** ***** instead, who offers more or less money, and he did not care, and was very unhelpful. A few minutes later I decided to call Verizon directly to see if anything can be done. I spoke with Marvin in billing, he was nice and told me there was nothing he could do in the billing department and would transfer me to someone who could help me. I was then transferred to the E-center where I spoke with Stephanie, who stated that this was the wrong department and could not help me either. This is not the only problem I have with Verizon, every month my bill is a different amount of money, and I never make any changes to my service. It's obvious to me that Verizon does not have it together, and does not care if they lose business, but instead tries to crook people out of even more money then what was quoted. There is obviously no communication, and nobody here has a clue to what's going on. It's even more ridiculous that i have to take a agreement for 2 years to the channels I was promised, and lost, and to me, that is a breach of contract. I will be contacting legal counsel to see if anything can be done about this, due to the customer service agreement being broken. Bright House cable offers the same exact TV, with the channels that Verizon no longer carries, same internet speed, DVR, unlimited phone etc. for $60.00 cheaper than Verizon.

Desired Settlement: I would like to have my billing adjustment, or a internet speed increase at no additional charge. I am at the point now where I will leave Verizon for another cable company.

Business Response: Executive Relations/Bruce. BBB case # ********. 3/*/16 2:32pm I called BTN 727/847-2451 and spoke to ****** **** to address his BBB inquiry. Tom is upset over the removal of channel from our line-up this past year like The Weather Channel, The Outdoor channel & RFD when he has a contract. I advised Tom that per the Verizon terms of service Verizon can change the line up at any time. Tom then is upset that online he could upgrade his speed from 50/50 to 75/75 for $5 more but when he called in he was advised it would be $10 more. Per Tom's consent I issued mon ********* to increase his DATA from 50/50 to 75/75 for $5 more w/ a free gateway router rental. I also added a $5 TV customer value credit due to the loss of channels so his overall net bundle rate remains at $139.99 through his bundle contract end date of 3/**/17. I also removed the HBO that was free until 3/**/16. There is no change to the SD STB free rental and the $19.99 MRDVR so the gross estimated MRC will be $180.06. Since COA required a tech visit due to a ONT change out I scheduled 3/**/16 11am-3pm per Tom prefers a weekend. I advised Tom our tech will swap out the router as well as change out the ONT to handle the faster DATA. This will be done at no charge to him. Tom thanked me for responding to his BBB inquiry and addressing all of his concerns to resolve his BBB inquiry.

3/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I closed my account (******************) at *** ** **** **. with zero balance in February 2011. I moved to ** **** **. and opened account (**********). My driver's license, voter's registration, income taxes, property taxes and utilities were then at ** **** **. indicate this as my new address from February 2011 to January 2013. The new owner of the number (**********) had a balance due in June 2012. Verizon sold the account to ORION a.k.a. Trident Asset Management. Two weeks ago Trident reported to the credit bureaus that I was in collections over a $160 unpaid bill from June 2012. VERIZON claims they have no records because they sold the account to ORION. How can I prove that ********** was not mine when VERIZON won't help and knows I lived at **********? These were hard lines, not cell phones. How could I be living and have legal residence at two different addresses? VERIZON is trying co collect for services they did not provide me!

Desired Settlement: Complete billing for between January 2011 and December 2013 for ********** and **********.

Consumer Response: Residence of account that was NOT mine from Feb 2011 forward: *** ** **** **** ************* ** *****. Residence of account that WAS mine from Feb 2011 to Dec 2012: ** **** **** ******* ** *****. Residence from Jan 2013 to present: US Army in Germany.

Business Response:

 

Verizon’s records show the account had a balance of $166.45 and was sold to Orion.  The customer would need contact Orion at phone number ###-###-#### about this matter.  Verizon no longer has rights to the account.  Verizon has not credit reported the customer.  Several attempts have been made to contact the customer via phone. Verizon has not been successful in reaching the customer to discuss this matter further.   The information above has been provided to the customer via mail.  Verizon's contact information was provided.    

Business Response:

 

Verizon's response remains. Verizon's records show the account had a balance of $166.45 and it was sold to Orion.  The customer would need to contact Orion (the account purchaser) at phone number ###-###-#### regarding this matter.  Verizon no longer has rights to the account.  Verizon has not credit reported the customer.  Several attempts were made to contact the customer via phone at the number provided by the customer.  Verizon has not been successful in reaching the customer to discuss this matter further.  The information has been provided to *** ******** via mail  

On 3/**/16, Verizon's representative made another attempt to contact the customer via phone at the number provided by the customer. A recording is currently on the line advising that the number is no longer in service. The number for Verizon's Escalation Team was provided to the customer via mail.  

 

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:

Obfuscation and prevarication.

 

 

 

 

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 live on the east coast in the summer and the west coast during the winter. Each year, when I call to cancel my service, Verizon informs me that a Vacation Suspension is best for me. Before I schedule the Vacation Suspension, I make sure all bills are paid up, and believe they need to be to order this special service. After I move out west, my tenants inform me that the internet is still on. I call Verizon and they tell me it's currently off and the Vacation Suspension is on. This goes on for 2 months and I keep getting bills and paying them. After many calls totaling well over 15 hours, I just paid them to clear this up and be on schedule. I make a payment last month and today received a letter for the amount from a collection agency. Since my account is now in collections, not possible to contact Verizon. So the Vacation Suspension no longer exists, not possible to get service scheduled now, since my tenant has an account in their name.

Desired Settlement: They need to contact me and stick with the original Vacation Suspension and credit me all the money I overpaid.

Business Response: We let the customer know that this was pulled from the outside collection agency.  His billing issues were taken care of as well.  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 and the matter has been resolved. It is too bad that the only way they would contact me was by going through the BBB. This was taken care of, but should never have gotten to this point. My account was closed, nit suspended as I was told many times and fairly recently. Pulled from collections and no balance due. Just no internet when I arrive home after the 6 month absence.

Sincerely,

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



 

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Additional Notes

Complaint: Signed up for Fios - Order # can be provided. The agent quoted me a price of $212 plus taxes. I asked how long that price was good for and was told two years and I would be entered into a two year contract. I asked if there would be any installation or set up fees and was told no. I walked through the entire order two more times to make sure I itemized every feature I would be receiving, the total cost and to make sure there were no additional charges. I explicitly asked that my bill would be $212 for the next two years and was told yes, twice. I received the "What to expect on your bill statement" and discovered the price I was quoted was only good for 6 months and that there would be an $80 setup fee. I called twice to resolve. The first customer rep told me he could extend the price to one year. The second one told me that she could not do anything but if I wanted to keep the price I was quoted, I could move down to a lower tier service (In other words baited with one service tier but switched into another). I asked to talk to a supervisor. I was told both times that one would call me yet no one ever called. I also called the local Verizon store (****** ****** ** **********) to see if they could help. That person gave me two suggestions - get in touch with the person who sold me the package - not feasible since no one would connect me to him when I asked. Her other advice was to file a complaint through you. In looking at their forums, I appear to be in the company of many people who had similar experiences. If I were alone, I would probably let it go, but it seems that this is a common practice of theirs.

Desired Settlement: I simply want the deal that I agreed to. I was offered a set of services for a price. Verizon expects me to fulfill my obligations in that arrangement or they charge me a penalty for early termination. Why should I not be afforded the same treatment? If their agent made a mistake or unintentionally misled me is irrelevant to honoring the agreement that we mutually agreed to.

Business Response: Please be advised, *** ***** and *** ***** from Verizon's Executive Relations team is continuing to work with the customer to resolved the billing complaint.  To date, a resolution has not been reached; however, *** ***** and *** ***** will remain in contact with the customer through to resolution.  Verizon will update the BBB on it's final position once a resolution is reached.

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Additional Notes

Complaint: On Friday 2/**/2016 all of phone lines in my office and fax line were not working for the entire business day. When I proceed to call Verizon they said service in the area was down and would be working by 3pm and it was not. They also proceeded to tell me the only way to avoid this service failure in the future was to switch to fios phone services off of the old copper wires. I have never had a disruption in phone until this day for over 20 years. I have a health care office that requires patients to contact me in order to make it cancel appointments. This has cost myself and office staff an extreme amount of stress and furthermore I recieved and e-mail from Verizon asking me set up and install date and time for my new fios phone lines which I do not want or need which must definietly cost more money per month. Finally, my bill is always paid in full every month.

Desired Settlement: I want phone service to be restored so I can conduct business.

Business Response: I called Intergrative Physical * **** ************. I spoke with a representative who advised the fax machine and phone lines are working. Will issue OOS credit for: ********** from 02/**/16-03/**/16 ********** from 02/**/16-03/**/16 2129530022 from 02/**/16-03/**/16 ********** from 02/**/16-**/**/16 ********** from 02/**/16-03/**/16
OOS IS 21.45

3/15/2016 Billing/Collection Issues | Complaint Details Unavailable
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Additional Notes

Complaint: I am paying and guarantee internet speed of 25/25 Mbps. For three months, my upload speed is 0 to 1.00 at best. I spent over 20 hours speaking to various tech support and it still has not been fixed. I need the upload for work purpose and it is not okay for it to not work for three (3) months and still not fix. I have been actively calling them every few days for three weeks.

Desired Settlement: Most importantly, I need it fixed! Verizon would need to credit my account for the three months of non-usage.

Business Response: ert/Angela D**** BBB case ******** **** **** returned my call she is disputing monthly charges after bundle renewal December **/2016 ******* noted 79.99 is what we have for her she is not understanding the additional discounts that we have...e center....108.97 plus taxes.....she said it should be 84.99 with the other discounts she is at 79.99, added filters to correct bundle to 79.99 , she has a 15.00 lec that will be ending May **, 2016 so after tax until May 93.35 then after lec discount expires plus 15.00 93.35 + 15.00 = 108.35.left voice mail as **** **** requested A preview of the customer's estimated charges was successfully sent to ******************. The Email Reference number: ** **** **** also advised the internet is working as it should, Resolved.

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 have a Verizon land line for my home office, which is where I earn most of my living. They are unable to send a technician to troubleshoot and/or repair my phone which is currently unuseable for almost a week. I am paying a premium for Verizon services, and this is unacceptable.

Desired Settlement: Send a technican immediately to resolve this matter.

Business Response:  Verizon issued repair ticket dated 2/**/16 states there mice in the pedestal and technician repaired wires. Verizon also issued 6 days out of service  credit 2/**-2/** Total $16.69

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Additional Notes

Complaint: Verizon is charging me an early termination fee of $1032.00. They said I had a verbal contract and agreed to the terms. The technician ( Ravanti Loius) never told me of the termination fee. I agreed to pay a $200 termination fee when I discussed the problems with Ruth from customer service but was flatly denied. It is unfair to force an individual or business to stay with a service because of the threat of a termination fee. It is a service. When you no longer need the service that should be the end of the billing. There is no proof that I agreed to the early termination fee terms.

Desired Settlement: Waive the termination fee or accept the $200 origally offered.

Business Response: According to our records, a Verizon representative spoke to ***** ******* on March *, and offered to cancel the existing service and change it to a month to month rate with no early termination fee. *** ******* advised the representative he felt this was fair. The representative has scheduled a follow up to review the March billing statement to make sure it is correct.

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 signed up for a bundle package in July 2015. In Sept 2015 I had problems with my DVR. I could not watch the show called The voice. A Tech came out and could not fix the problem, I called again in Nov and a Tech came out again and could not fix the problem. In Dec again I called the Tech came out ran new wire from the box and could not fix the problem. The Tech said Verizon is having this problem with other customers and can not figure it out. Now it is Jan ** 2015 and I try my DVR to watch the show who is the boss, My TV just shuts down and reboots. I get my bill for Dec and my Bundle package has went up 10.00 a month. I call the company and they tell me they can up charge me even if I had a contract. I now have a bundle package with a DVR that does not work and a bill that has increased per month. I have a lot of dates with the names of people that I have talked to. One person even told me that is just one show why complain.

Desired Settlement: I want my DVR fixed like it should be, My bill back to what it was suppose to be when I agreed to the contract and a credit to my bill for the last six months that my service was not correct. If they do not want to do these things I should be able to get out of my contract with out a early term fee.

Business Response:

Records indicate the customer made contact with Verizon on January *, 2016 to question the $10.00 increase for the equipment fees.  The representative informed the customer, per the terms of service, the equipment is not part of the contracted bundle rate.  The representative offered to go over the terms of service via the website but the customer declined.  Concerning the DVR service issues, Verizon's Fiber Service Solutions team is working with the customer to rectify the issue.  The representative determined the cause of the problem is Ad Insertion, which results when there are ad insertions that do not translate when recording and causes the programming to shut down.  The representative informed the issue is being worked by Verizon's Tier 3 Support team and there is no estimated time of completion.  The representative will remain in contact with the customer until the trouble ticket 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:

I disagree with the business response. My DVR still does not work and I am being charged for it per month due to I have a contract. The contract only is good towards Verizon. They can change a contract to benefit them.

Here are my bills per month for the last four months.

September 184.94        December 193.00

October      173.47        January     189.82

November   175.88        As you see Verizon is all over the board on my bill My contract states it should be 184.94. What else can I say Verizon is ripping me off.

 

 

 

 

 

 

 

 

 

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


Sincerely,

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



 

Consumer Response: Better Business Bureau:

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

 This is wrong the tv reboots if I try to watch the show the voice and under cover boss. The Verizon tech team watched the shows from new York and told me they did not why this did this. The service tech came out three times and said other customers are having problems with the same thing. I have dates, times and the name of people that I have talked to. Verizon sent me three new boxes and it did the same thing, Verizon tech checked all the wiring and said it is a software people at verizion headquarters. This is a Verizon problem and they can not fix it but keeps charging me for a product. They are going to tell the BBB anything to protect themselves.

 

 

 

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


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




 

Business Response: Verizon's final position was provided to the BBB on the previous rebuttal.  Verizon's position remains the same.  This is not a Verizon issue. 

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Additional Notes

Complaint: I do not receive good cell phone reception in my home and have therefore decided to get Verizon FiOS Home Phone Service added to my Verizon services bundle. Since I have had the phone service installed, I have received sales calls, hangup calls, and calls with nobody on the line constantly. I have called Verizon twice about this matter. I have put my Verizon number on the national do not call list. I have filed complaints with the FCC. I had Verizon change my phone number. None of these things have reduced the number of calls that I receive. When I talked with Verizon they said that in order to have my Verizon number not publicly listed that I need to pay an additional $4 per month to do so. This policy seems to violate very basic privacy rights and I am very surprised that that I need to pay a fee to keep my phone number private. This should be a right, not an opportunity for Verizon to make more money. In the last 3 days alone I have received 30 calls, most of which are hangups or people who speak but do not talk afterward. Some of them are sales calls.

Desired Settlement: I expect Verizon to change my phone number to a number that has not been published. After the number has been changed, I expect Verizon to keep the number private. If this cannot be achieved, then I would like Verizon to disconnect my phone service.

Business Response: 03/**/2016 I issued an order to make this service non published and added a $4.99 discount per month for 12 months.

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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