Case Study: Verizon Wireless

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Thank you for allowing Verizon Wireless the opportunity to respond to Mr. Jesus Torres-Vega’s complaint. Mr. Torres-Vega explains he signed up for home phone connect and was quoted $20.00 monthly access fee, plus $5.00 for Mexico calling. However, he has incorrectly been billed and has received a $130.00 invoice and is receiving collection calls. Mr. Torres-Vega requests assistance with this matter.

Account records show Mr. Torres-Vega has been a Verizon Wireless customer since February 6, 2017, where he activated new service on a Home Phone Connect. The line was placed on the New Verizon Plan Medium 4GB $50.00. On March 6, 2017, Mr. Torres-Vega visited the retail store where he activated service. The store representative apologized for

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