Public Mediation

Verizon-Dispute-#1919515

M. P. vs. Verizon - Headquarters
1 Verizon Way, Basking Ridge, New Jersey, 07920-1025, United States
Amount Involved: Other terms
Complaint(s): Problem with a service
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"To whom it may concern:
My name is Mike Paulot and my phone has recently been disconnected. My wife and I recently moved from( 43984 Bonlee SQ Ashburn VA 20147) to( 21865 Crescant Park SQ Apt 203 Broadlands VA 20148) in mid November 2012. My wife prior to moving made the appropriate notifications to all friends, family and bussiness, that are required to be informed of our change of address. Verizon was prompt at having our phone service installed at our new address the day of our move in. However, It was about a week or so later that I realized that we did not have our caller ID service feature. I called Verizon and after waiting for some time was told by a representitive that a computer system crash was making it not posible for them to assist me at this time and that i would be called back as soon as the system was up and running to resolve my problem. The call never came and by the end of the weekend I had forgotten about it. Still wanting our caller ID service, I called back the following weekend. The representitive I spoke with, (number one) told me that the address in the system was wrong and seemed to correct it and (number two) there was a maintenance issue and we would be notified when it was corrected and our caller ID would be restored. The call never came. I called a third time about another two weeks later, not so much about the caller ID, but because my wife informed me we had not received a bill yet with our new address. When I finaly got hold of a "REP", I again was told that our new address again was wrong in Verizon system. Becuase I was displeased about the situation, the "REP" seemed to take matters into his own hands. He put me on hold to do some investigating on this issue and when he returned told me that the problem seemed to be that their is no phyisical address for Verizon to send a bill to, which is not true. because your tech installed our phone line and your "REP" agreed and said that he would turn this matter over to the appropriate people and that I would receive a call confirming that the issue has been resolved. This matter is still ongoing and unresolved. On top of that, we only have the account number to the old address, so we do not have the " new account" to reference when we try to inquire about the problem. Now the phone is disconnected."
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Additional Communication Between Claimant and Verizon - Headquarters Hide
  • Feb 24, 2013, Claiming party added:

  • www22.verizon.com/content/comtactus

  • Feb 24, 2013, Claiming party added:

  • www22.verizon.com/content/contactus

What Claimant Wants Hide
Just make me happy!
Claimant invites Verizon - Headquarters to make a fair offer to resolve this complaint.
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Respondent's Counteroffer

There has been no response to this claim from Verizon - Headquarters. This claim will remain posted until resolved
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  • Comment: by Sarah Baxa — Online mediator
    • On: 03-10-2013
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  • I would suggest writing to them indicating the issues and including your new address. Send the letter certified so you know they have received it. This is the link to a mailing address for them: http://www.verizonwireless.com/b2c/contact/index.jsp. In your letter, you might want to request an updated bill, your new account number, and contact by a supervisor or manager to confirm that your information has been updated. I would make sure to get the representative's name and if possible, their employee ID number (some large call centers have this for recordkeeping). I fortunately have had a good experience with Verizon customer service but of course this is not always the case for everyone. Good luck in resolving your claim.
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