Every time customer service said they were "helping" me, it got worse and worse. They did not do what they told me they were going to do:
OK. So when this all started I had $36 and some change on my balance...
I had been paying the $60 unlimited call, text, and data plan for about a year. I received a text soliciting a $45 plan that would save me money. It said "Click for details." So I clicked. It automatically changed my plan.
The problem is, is that I had just paid my $60 two days before, and now I had a quarter of the data that I had just paid for. My mistake. I called Verizon to ask if they could undo what just happened. They informed me that the $60 plan is no longer available.
But the representative on the phone told me she would:
1. Refund my $60
2. Purchase the $45 plan
3. Buy $15 worth of data, that, added to the data on the $45 plan, would equal the same amount anyway... Basically it would be a wash, except for the fact that my unused data would roll over, making this a better deal in the long run.
OK. Fine. But that is not what happened. I'm really not sure what the representative did, but my account balance now said $4.00. That is not what I was told.
I called them back wondering where the $32 and the change on my account had gone. They really had no explaination, but after speaking to a supervisor, they put a "request" for a refund of my 32.??. It was refused.
I called them back, and spoke to another supervisor, who seemed to understand the problem, and another "request" was put in for a refund, which was refused.
OK... FINE... I decided that I would just pay the $45 and stop using the internet on my phone unless I absolutely had to. This month after adding $45 to my balance of $4, I had a total balance of $39.
So I called them again. Well, aparently one of the data packages that was "purchased" in July was not yet paid for (since when did Verizon give credit?) and that is where my missing $10 went. The representative was able to "refund" my $10, putting my balance at exactly $45. ????What kind of math is that????
All in all, it's only $36 and some change that I'm out, but it's the principle that they are blatantly ripping me off that pisses me off the most. Yes, I'd like my $36.?? back please.
We were at Parkway Plaza and my son stop at the Verizon Kiosh. He started looking at a Galaxy S-5 and the guy came up and said the phone is free all you pay for is the tax. Really he said. So after 4 hours and me telling him I didn't trust you guys we finally did it. He said all we pay for is the tax on phone, then he said he would include the verizon tablet and that was free, and my bill would go down by $2 so I don't know why you won't do it. So he said you have 14 days to return, but you don't get your bill until after the 14 days. So I get my bill there is a charge for $32.50 for Verizon edge, $10.00 a month for the tablet, $35.00 activation fee which they did credit my account for finally. Then they took my 2G data plan and change to 250MB which I didn't tell them to do but that was to pay for the verizon edge which is the phone by the way so it wasn't free. I went to the store and there is nothing they can do said the Kiosh is different from the store and I said look they are employed by verizon they had name tags on them that said verizon. So my bill is $206.00 this month minus the $35.00 $171.00. This is $20.00 more then it was. I am a single parent on a budget and that will hurt. I am tired of these companies lying and getting away with it. The store did tell me I could of stay on a contact which they don't tell you that, but since it was pass the 14 days which you can even see your bill till after that so how can you change it. I never even heard of verizon edge until I received my bill. By the way my son was there and heard everything.
I have 3 lines. I spent over 48 hours literally when each rep and supervisor conflicted the other. I HAVE unlimited data on blackberry that is now broken. Verizon refused to help get phone fixed -claimed all balls (mouse) were thrown out. I was told that in June I could get a free iphone 5c-32mb. I was told I could have one of 3 lines upgraded and renewed for another 2 years and when phone would come by mail, I should call verizon and have phone activated LATER. Then I should ask to have iphone replace my broken blackberry and thus keep my unlimited data plan. I continually was told yes I could do thiis and then no by another. Now I am being threatened that I have a day top accept 6 MB data instead of my keeping my unlimited data. I am disabled, had a loss in my family and am now VERY traumatized. I spent so much time calling and starting from scratch with each new person/rep/supervisor. I get severe migraines after each call. This is fraud and deceit
I'm an online school student and I require a hi speed internet connection for 8 hours a day, 5 days a week. Living in a rural area there are very few isp that will cater to my needs, and Verizon is the biggest one out here. We first purhased a data plan from Verizon that allowed us 10 gigs a month. With minimal usage outside of my schooling, we were led to believe that this would be a cheap and effective alternative to dial up.
The first month alone cost us twice the amount we were told. We begrudgingly paid the ridiculous bill, and continued in this manner until July of 2013. Verizon now claims that we owe them >700$ for going over our data limit. We've called customer support an innumerable amount of times, and each time we've recieved the same hem and haw. We have since refused payment and were denied service.
At the end of summer 2013, we purchased a Verizon Jetpack 4g lte. It's a prepaid wireless internet hotspot that was claimed to only charge for downloading and uploading. We paid 60$ for 3gigs of data. Little did we know that ALL WEB USAGE will deplete your data. Within 2 HOURS of web usage (no videos, no music, few images), we were informed that we had already used 10% of our data. (Not to mention that the connection is very inconsistent, even in areas of good service.)
A simple google search will show you that THOUSANDS of people have fallen victim to the data-leeching bank-draining scam that is Verizon Wireless.
This is beyond infuriating for the reasons below. Feel free to secure my calculations.
8 (hours a day) * 5 (days a week) = 40 (hours of required internet usage per week)
40 (hours per week) * 26 (weeks in a school year) = 1040 (hours Im required to be active online)
10% of 3 gigs is around .307 megabytes. If i use 10% of 3 gigs in two hours that's .154 gigs per hour.
1040 (hours active) * .154 (gigs per hour) = 160.16 gigs a year.
$60 / 3 (gigs) = $20 per gig
$20 (per gig) * 160.16 (gigs a year) = $3203.20 for a single year of internet usage if the only thing I do is my schoolwork.
I am also required to download videos and audio for my classes, and to attend live sessions on a video chat site weekly. I only factored in the gigs per hour for GENERAL WEB USAGE (no videos, no audio, few images), meaning that to complete my given coursework it would cost me exponentially more than the price for general web usage.
So, I will more than likely be dropping out of my online schooling before graduation. Thank you, Verizon, for you have shown me that even the biggest companies still try to screw the little guy. Also for teaching me the value of internet access, and how pointless it is to call customer service. I wonder how much typing this up will cost me?
We would GLADLY take Verizon to court to but sadly our interactions with this company have left us in no position to hire a lawyer. Yay, capitalism!
About 6 months ago I decided to add a new line of service to my plan; At which time I visited the verizon corperate store in west covina. I spoke with a rep and decided the best corse of action for the new line. More recently I have found that this is no longer a good option for us. So I called verizon to make arrangements to cancel my account. I spoke to a CSR and was informed that I had to pay 250$ for each phone line. I asked how that was possible because I only have one contract which includes both my phones.The rep then told me that I signed two contracts and that is why there is two fees. I said I've never signed a second contract. she said when I got the second phone is when I signed it. I told her that the contract that I signed was renewal of my existing contract not a brand new contract. we went in circles for a time. different words but all the same info. After which she passed me to her manager who told me the same story again. I told her that a rep from verizon lied to me about the condition of my contract. she said that is a legally binding contract that cannot be disputed. At this point I am not sure how or where to proceed. I am considering seeking legal council to dispute the validity of a contract that was signed under false pretenses.
I purchased one of the Verizon wireless prepaid phones after the representative assured me that service was available in my area. She then activated the $60 card to an inactive phone. The phone number on thier website for customer service is an automated payment system that hangs up on you if you do not provide payment. Once I finallly reached someone in customer service it was explained to me that service is not available in my area unless I purchase more minutes for roaming coverage. she transfered me to someone to discuss a refund.
From that point on I have spoken with four representatives and three supervisors who all gave me the same rehearsed lines over and over again. One of them actually hung up on after repeating his rehearsed lines. Another told me that I was a liar and that informed me that Verizon Wireless has no means to refund any customer.
I am not sure how this multi-million dollar company has no way of refunding customers. If they are going to out right steal out of our pockets then they should atleast spend some of that money on training representatives to be able to communicate in a civilized manner instead of the trained monkeys they have answering the phones now.
Verizon WIreless staff have blatantly lied to me on several occassions. I was finally told by one of ther CS phone staff that "unfortunately" the staff at the store do stretch the truth to win a campaign. That they do have some sales tactics that "are not condoned by the corporation" but do exist. So what is a customer to do? You know your store sales staff lie, you say you do not condone it, but I am stuck in a contract that I was verbally told was "the best possible deal available" only to find out there was no truth to that statement at all. And now I can't get out of the deal without a $150 disconnect fee.
I made many calls to Customer Service who have all said they would take care of it for me and none have. I finally spoke to a supervisor who basically said I was stupid enough to believe them - I am stuck with the contract.
Don't believe any sales staff at Verizon. Do your research - call their 800 number then call around before you agree to anything. They blatantly lied to me, they will lie to you.
This is a very unethical corporation that do not stand by the promises of their employees. STAY AWAY!
Verizon Wireless does not disclose how it determines termination costs. We cancelled wireless services in middle of a billing period. We had been customers for longer than their contracted obligation. While they did prorate basic fees to days used, they also prorated and decreased allowable usage. This second proration was never disclosed.
We were billed for an usage overage, based on the decreased allowable usage, that seems punitive.
Verizon Wireless has horrible business practices! After chatting extensively with an online agent I decided to purchase a phone and pay as you go unlimited plan only to find out when I tried to active the phone it could not be activated because the phone was in a roaming mode and after many calls and transfers I came to the conclusion I would not be able to use the phone or plan at all because of the area I live in. I was ok with this and not too upset. What has me very upset is their practice and policy for returning the phone and getting my money refunded. The phone came with a pretty simple straight forward flyer with instructions on how to retrieve a shipping label. I followed the instructions to a tee, but came to a point that I needed to inter a PIN. Because I was never able to active my phone I never received a PIN so I was stuck. I called the number that was listed on the flyer, but all I got was an automated operator giving me two options neither of which was the option to speak with an operator. At that time a window appeared for offering me to chat live with a customer person. After a long chat I was given the 800 number that does nothing, but give you the two options for paying and no option to talk to a customer service person. I located another number and called and after a long time on the phone and many transfers I was told the only way to get a return label was to have it mailed or go to a local Verizon store. I called to double check the procedure with my local store and was told that they would not be able to return the phone and I needed to go through customer service so I was back at square one. They are going to snail mail me a return label, but can’t e-mail of fax the return information because of company policy!!!! What a hot mess! So looks like I’ll be waiting a while to get a refund. Be forward once you take the bait and buy from Verizon you are on your own and they aren’t going to do anything to help you.
This Verizon dealer told us how much money we would save purchasing an up front protection plan which would only cost $200 total. No mention of $150 admin fee charged by Protect Cell. We even asked about a deductible. No where in sales receipt does it mention a $150 fee either. They now no longer sell these protection plans either. If you go to their store they are unable to look up the plan you purchased either. You have to do your own investigating to find out who to contact. I was shocked at this $150 admin fee. I would have purchased the Verizon monthly protection plan if I would have been informed correctly. I will never go to an authorized Verizon dealer again.
I thought I was getting a great deal with Verizon Wireless' new pre-paid smartphone plans. I was already using their $50/month unlimited talk, text, web service for about 1.5 - 2 years or so. But as most of you already know, mobile web service is worse than dial up internet. Since I already owned a Verizon smartphone I figured why not pay the extra $10 ($60 for the 2gb of data plan) and be able to check my email, and occasionally use the gps service provided by google. Sounds good right? Wrong!!!
I signed up on the 1st of June 2013. I was told by the guy helping me out that my payments would be due on the 1st of each month (same as my previous $50 monhtly plan) but I would be paying an extra $10 for the 2gb smartphone plan. I'm a happy camper... Until I woke up on the morning of the 30th only to see I received a text from Verizon indicating that they took $60 from my bank account (I got the auto pay feature cause it provides $5 credit every month to my account). I figured they made a mistake. Unfortunately that mistake is going to cost me $35 in bank fees because I didn't have enough in my account to cover the $60. So I call Verizon to find out what is going on.
At first I spoke with a young lady who was really trying to help. I hate that I can't remember her name, but she was the type you wanted working for your company as she makes the client feel important and seems to really want to help. Unfortunately she couldn't do much at her level. I asked to speak with her supervisor and she was more than happy to transfer me, though she did warn me that she felt they weren't going to do much of anything to help me. That they would fall back on "the agreement" I have with Verizon. After a long wait I ended up speaking with some idiot, who's math skills are lacking, by the name of Jacob.
I explained to Jacob the whole issue. The due date should be the 1st of the month, Verizon mistakenly took the payment early, I'm facing NSF Bank fees, etc etc. He looked in to the account and said their was no mistake. The plan is a "rolling 30 day" plan. And therefore the payment was due on the 30th. After explaining to Jacob that I was told the billing would be on the 1st of every month he simply repeated himself. I proceeded to explain that if that were the case, then the due date would be the 31st of June, not the 30th. I explained that if you take 1 and add 30 to it, the result is 31 (1+30=31). Pretty simple I thought. But apparently understanding basic grade school math is not a requirement to become a supervisor with this company. So rather than trying to educate young Jacob on the concept of 1+1=2, I asked for his supervisor. Now I'm on the phone with operation manager Robert.
Robert is pretty much just as worthless as Jacob. He repeats the same garbage that Jacob said. It's a "rolling 30 day plan". Not a monthly plan like you had before (my $50 plan). I asked him to send me a copy of the agreement I had with Verizon. He said "there isn't one". That kind of shocked me. So I asked him how is it that Verizon took money from my bank account if I have no "agreement" with them? How could Verizon take money out of anyone's account without some type of agreement? He got a bit pissed and said I could go to the Verizon Wireless website and get the agreement. Wait a minute... I thought there was no agreement. Then I asked him if I could change the due date on my account so I would have this issue again? I asked if I could change it to the 3rd of the month. He said I would have to wait till that day to make a payment (I had him cancel my auto pay) and go without service between the last day of my plan and the date I decide to make a payment and that would be my new start date. I asked him why I never had any issues with my $50 a month plan but not even 1 month into the smartphone plan I getting billed prematurely? He basically said that the $50 plan is a monthly plan. The $60 smartphone plan is a 30 day plan. I asked if he was sure, and he said I could go to the Verizon Wireless website to see for myself. So I did. Here is the URL (you will have to copy and paste to see it):
Basically, it advertises their smarthphone plans as MONTHLY plans. So what the hell is Verizon doing? Are they using Bait and Switch Tactics? Don't know about you, but it sounds that way to me. Funny thing is that Robert, the Operations Manager, said that if I changed my account due date to the 3rd or 4th of the month that the payment would be due on the 3rd or 4th of each month. But since I activated the account on the 1st, sometimes the due date will be on the 30th, 31st, or the 1st. What a freakin moron!!! I guess the actual number of days in a 30 day plan (according to Robert) varies based on the activation date of the account. Wow.... Verizon hires the best of the best I guess (their union must be strong). No wonder companies want to hire college graduates and start them off at near minimum wage. They want to make sure they know basic math.
After having warranty issues with new phone I complained to BBB. I then received a call from Verizon stating any further communications from me or on my behalf from BBB or any other goverment agency and they would diconnect my service for disrupting company operations...so who holds them responsible...simple answer..no one..due to law loopholes cellphone companies can turn a profit from your 1yr warranty by sending you a "likenew" phone that their tech's have gone through and return any really defective phones to manufaturer to get the new phones they can turn around and resale .
On June 6th I called 611 from my Verizon cell and talked to a rep about my upgrade who told me my iphone was worth $99.00 as a trade in toward a new phone but it would come on a gift visa.I asked if they would use it toward the $99.99 the phone cost and she said she couldnt but if i went to a corprate store they could. So today 5 days later i go to the corprete store and they try to tell me my phone is worth $35.00 and the samsung 5 is $150.00 and not the $99.00 is says on the internet .Also I have a coupon that says $25.00 off of the samsung 5 and she snaps ill tell right off we wont honor that. OK it was from a verizon gowireless store in my town so I thought they may not take it but maybe they would.
But after being told my phone was worth $99.00 then having her tell me it was only worth $35.00 I said no thanks. My iphone is in perfect condition she didnt even ask me anything about it not even to see it. Any way when I left I dialed 611 to ask why I was told it was worth $99. only to drive 16 miles( 1 way)to be told no its only worth $35. And the girl says when did you you call us and I said you have that info (I was on my phone and didny want to check at the time because I had to wait 28 minutes on hold for her to answer aqt the time and didnt want to accedently cut my self off and have to wait agin.)
So she then says to me oh you called in May and if you would have traded it in then it would be worth $99. but now it is not .So I asked why didny anyone tell me I had to do it that rite away and she said oh I dont know .So I said I can get abetter plan from T moble for less money and the custmer service (which was why I wanted Verizon )at verizon obviously has gone way down since you have to wait almost 30 min. to even get a rep. Why would I not go to T-moble? no answer so I hung up and as soon as im done here I will check out T mobles family plans you see we have 3 seperate adults here that Verizon will lose.
My account with Verizon Wireless had three phones, two of which belonged to my adult children and were being moved to a different account - my ex-wife's. In one of the multiple calls to Customer Service I made sure that Verizon understood to note that my number was not one to be moved.
Instead my ex-wife was allowed to put my phone on her account, and she was able to close the account. I believe this happened because Verizon never sent me an email to verify the numbers and agree to release them and they screwed up. During the ensuing attempts to get a straight answer as to who authorized the closure of my account, which should not have happened since I was the only designated Account Manager, Verizon reps would not identify who did the deed.
Throughout the entire ordeal of two hours of phone calls to customer support I asked repeatedly to speak to a supervisor, and eventually I was told that one was reviewing my case with the rep I was speaking to when the call dropped - after 32 minutes on the phone - and that he would call me back when they were ready to get my account re-established and my phone off my ex-wife's account. Two hours later I called and got a rep with most of her brain cells intact, and even then it took 59 minutes of talking, being on hold, speaking with the Assumption of Liability division, and finally a call back when they got my ex-wife to release the line. The ordeal was over.
At no point during all of this did any Verizon rep acknowledge that I had indeed given them specific instructions not to port my phone line over to the ex-wife's account. I am sure that this instruction was part of the copious notes created by various reps during at least 5 calls I made to Customer Support related to the two lines being moved. I finally spoke to a woman named Cheryl who gave me some tiny tidbits, but not the entire story.
I have no intention of dropping this issue. Closing an account that is not yours,and for which you have no authorization almost has to be a crime of some sort, and I'm fairly certain the ex-wife knew exactly what she was doing when she assumed liability for my phone on her account. I told Cheryl that I wanted all the transcripts of my calls, along with the notes all the reps made relating to my calls regarding moving those phones off my account. I'll call early tomorrow to verify that this is happening.
1) On April 12, 2014, I went into a Verizon location to take advantage of you "buy one, get one free" upgrade on our account; after waiting 1 hour, 10 minutes, I was told by your Verizon Rep that my phone of choice (the Samsung Galaxy S5) was NOT a part of the promotion as it was new product offering and there may not be enough inventory to satisfy immediate orders; so I purchased one Samsung Galaxy S5, was told I would receive a $100 credit (in the form of a $50 credit on the account and mail in rebate of the other $50).
2) About a week later, I checked my Verizon account for the $50 credit, which had not appeared. I contact Verizon customer service and was told I would need to go back to the store and that only the store could issue the credit; 2nd I inquired as to the 'buy one, get one free" offer and learned I could have got the “second” Galaxy S5 phone on 4/12/14 when I was in the Verizon store; the customer service rep told me to go back to the store, and they will issue the $50, give me the 2nd free Galaxy S5 phone, and if there are any issues, just ask for a manager and have them call Verizon customer service and all will be notated on the account.
3) On April 22, 2014, I went back to the store, at approximately 12-12:30pm and placed my name on the waiting list -- there were 4-5 people in front of me & 7-8 Verizon Reps standing around literally nothing (all looked like gang-bangers) & very intimidating bunch; when customer asked how long will it be before they will be helped, the man who checked them in would 'bark' at them to the point where the waiting customer would squeamishly go back to their seat. You had one Rep, who was acting like a gang-banger, with his baseball cap on backwards, his pants hanging off his backside & dark sunglasses on, who would go around and walk up to customer perusing phones and intimidate them to the point where they would cower away, simply because they did not know the difference; this Rep & the other Verizon employees in the store, would all start laughing when the "gang-banger looking' Rep would do this to customers. It was the most appalling thing I have ever seen and there was no control of these employees what-so-ever; management was non-existent. After waiting for 1 hour & 15 minutes, I was told that the manager (who looked to be about 15 years old) that my $50 credit would NOT be issued by him because “my store is not going to take the hit"; he said I would have to call Verizon customer service, they can do it & then it would take several billing cycles to appear on my account; as far as my 2nd free Galaxy S5 phone, he said he cannot do that because the 'buy one, get one free" offer expired on April 20th, 2014; I told him that we were there on April 12th and his employee told me that phone was not a part of the special; he said that was too bad, I cannot get the phone and "his store is not going to take the hit for that either".
I left the store completely pissed and contacted Justin at Verizon customer service; he issued the $50 credit immediately; he told that I would get the Galaxy S5 phone and he would get it ordered; in the middle of our call, we were cut off; I called and left a message with another customer service representative to have him call me back. He never did. Several days later, I called again and was told by another rep that he would send Justin an email to call me. Again, I never heard back.
On 4/25/14, I emailed a message to Roy Chestnutt via LinkedIn, VP at Verizon, who ignored my email and blocked further communications.
On 4/28/14, I spoke to Hillary from the executive offices of Verizon; after going through the aforementioned scenario above and expecting my second free phone to be shipped, she stated that she could only could offer the Galaxy S5 phone at a ‘discounted’ price. I of course declined, as this is completely insulting to me, after being lied to by the initial Rep at the Tempe store on 4/12, being told by Verizon Customer service on 4/21 that I could get the free phone, being told by Justin on 4/22 I could get the free phone, not to mention the hours wasted calling, sending emails or waiting in the store or being humiliated by the store employees.
I then sent an email to Lowell McAdam, Roy Chestnutt and other executives at Verizon to no resolution.
I received a voice message from Shane Scoville, the Western Region Area Manager for Verizon, who left his name, cell number and email. When I attempted to call his number, it went directly to voicemail; however, you could not leave a voice message since Mr. Scoville had not set up his voice mail box; I emailed Mr. Scoville, to no avail & no response.
Finally I ordered another phone (which I had to pay for) on the morning off June 12, 2013, to be sent overnight & received Friday June 13th. When I checked for the status of shipment that afternoon, Verizon had cancelled the order without explanation. I placed the order again, and it was cancelled a 2nd time. Finally I got in touch with a rep, who assured me the phone was being sent overnight (Fed Ex) and I would receive it on Friday, June 13, 2014. The next morning, I learned that the Verizon Rep lied, I spoke to Hillary again at Verizon, who said he would definitely be there on Monday, June 16th.
I check the tracking the next day (Saturday June 14th, 2014) and found that Hillary lied as well, and the phone actually would not arrive until June 17th
I check my Verizon bill on Sunday June 15, 2014, and saw that Verizon bill my account $300 for a phone I had not even received yet & a phone I should have got free to begin with. Not to mention the lies, bad customer service, etc.
I cannot believe this, company with so much resources, has to resource to such poor customer service, deception business practices, deceptive billing practices & repeatedly lying to its customers. I am just one in thousands.
I have forward a complaint to the Consumer Financial Protection Bureau for Deceptive Billing Practices and Deceptive Business Practices.
What a waste of time dealing with Verizon, its staff, and executives that really do not care.
June 17, 2014 - The latest is that I have continually attempted to get a phone from Verizon or get a special delivery or exception made so I could get my phone sooner; absolutely no response from anyone at Verizon. Today, I learned from Fed Ex that someone from Verizon purposely changed the delivery address for my phone to a completely different address that does not exist. I have attempted to get a reason from the executive at Verizon why they would do this, as they have has my address for over 10 years now. Again, they will not give me an answer. No Phone.
I just signed a 2 year contact with verizon and less then two months later my screen went black. So called verizon and I was sent a new phone. I had it set up and I was able use my new phone that same day. I then placed the phone with the screen issue in the return box to send it back. Later that evening some one broke in to my car and stole it, not knowing that phone was worthless. I called and spoke with a rep from Verizon and let them know what happened and I was told as long as I sent in the police report I would not be charged. That was a lie. I went on my verizon account and seen that I was charged 399.99 for the phone. I then tried to pay my past due balance and I was charged 546.21. That includes the past due amount and equipment amount that I was told I didn't have to pay and my current balance that wasn't even due yet. I haven't been able to get a refund or anything. I asked me if a store credit was o.k and I said no.
I have called over 30 times and have went in to the store and still have got the run around. No one has helped me about this matter.
Issue number two.
I went in to the store and brought a tablet that was on special for mother's day. I was told I would not get charged until the tablet ships 06/08/14, LIE'S ALL LIE'S the tablet shipped 05/29/14 and endless to say may card was charged and that left all my other bills unpaid. And that added up to 175.00 in over draft fee's and all I was told is sorry and we are unable to pay your for our early shipping mistake.
On November 19th 2013 I called verizon cellular about activating a phone that i got for a gift and i wanted prepaid plans. i spoke to several people there .they said there was no activating charge and they would send me a bill that was suppose to be prepaid 50.00 however that was not the case. when i got the bill it said i had 700 share talk bill was 105.61 Iwas not told i had text or web would have been extra. i did ask and told them i wanted text message they charge 10.00 for 1000 msg. . i called them back and cancelled that plan on Dec. 5th AND I NO LONGER WANTED THE SERVICE . I DID NOT USE NO 708 PICTURE MESSAGES AND TEXT WAS BILLED 10.80
I WILL NEVER DO BUSINESS WITH THEM AGAIN THAT PHONE WAS FOR MAINLY MY DR. APP'TS DUE TO MEDICAL CONDITION THAT WAS EXPLAINED TO THEM ...i AM EXTREMELY DISAPOINTED I COULD HAVE BEEN A LONG TERM CUSTOMER.
They created a sub account that does not have lines on it but charge activation fees to it. They issue credits for the purchase of phones and and credit this sub account which only balance was the activation and leaves a balance of $126.48. I request that they close the account and credit my main account with the credit and after three phone calls and requests they state a check will be mailed to me in that amount and it will take nine weeks to receive it. I file a complaint with the BBB stating the above and request the credit of $126.48 to my account. Their executive respond and first state the conversation is recorded and then proceed to ask me what do I want to have done. He state that a credit was previously given of $100 and that satisfied any credit. I told him there is no record of a credit of $126.48 and there should be a paper trail showing it. He asked what do I want I state I want was stated in my complaint and what had been told me several times that was also being mailed to me which is $126.48. He state that it's easy to resolve and I will receive full credit immediately to my account. I check my account and I am credited $26.48.
They are under handed and deceptive and I warn any and everyone not to do business with them. I have no idea how all of this started. It was their error in creating a sub account and why not fix it when it ws seen it was done. They lead me along for one month thinking they were fixing the problem and nothing ever was fixed nor was I notified at any time by them. I was misled by several of their representatives in thinking I was getting a credit for $126.48 as my invoice stated. It took almost one month and filing a complaint with the BBB for any type of credit to be issued and the call was planned and set up as to what would be said before it took place.
I urge consumers to beware of Verizon. They are very manipulative. Again I did not create this situation and they did little to fix it and pretended over and over again to be resolving it only to try to credit the least amount possible in the end. Yes I've been deceived but I hope many will read this and beware of them. I'm a fairly new customer so the two year agreement seems to be a nightmare at this point.
On June 06/ 2014 while driving in New York State and because I have too much problems with Tmobile I decided to switch to Verizon, so on the first store that I saw I stop park my car and got inside, and told them that I need to switch my phone to them on the prepaid plan, they didn't disclosure anything to me, like the prepaid phones are two years old, that if anything happen they will ignore the warranty, after I got my cell and the number transfer drove upstate, after about a week I began having problems with the phone so I went to another store and they trouble shutter the phone, and still having the same problems like taking too long to connect, showing connection but completely silent, showing that is connected but I can not hear anything either the other party, is getting super hot, the battery is not holding well the charge and now, no matter how many times I press the bottom to call it doesn't, I went to another store and same history than the one before in Hackesstown, so I went to a corporate store in Rockaway Mall New Jersey and they did not want to do anything for me, but to live the phone for ten days or more to get another, and why I have to be without phone for that long period of time? Why not ship a new model to the store then call me and switch? If my car goes to the shop the dealer give me a loaner and why verizon can not ship a new one? I call the store from I got the phone and they place me on hold for about twenty minutes, so I hang up and dial for thirty minutes non stop and they did not pick up the phone or call me back, so this is the way verizon is doing business, taking my money and that's it. When I call the 1800 number this stupid woman told me to buy a new phone, and today when I call Tonya she told me I have to be with out a phone for days, I know they will try to repair this piece of crop and send it back to me..Stay away from Verizon they do not care after they got your money you are worthless for them, also stay away from
As Advertized Verizon Wireless offered brand new smart phone for only $30 per month with 2 year contract. I ordered online. Received phone 3 days later. This was a Pantech Hotshot Product. It was a touch phone,which did not work properly when touched..wrong words for request,sometimes touch did not get a resonse at all.
I called Verizon Customer service to get instructions for sending it back within the 'Buyers Remorse'period. The Rep told me to put phone in all the same packaging and it would be returned free of charge.I would only be charged the activation fee of $35. I sent the phone on 07/29/13 well within the 14 day return requirement.
One week later I received 3 different bills whick included all sorts ofees equaling $288! I called and tried to get it fixed several times with absolutely no cooperation from all the different reps I had to talk with. I asked for supervisor and one representative said"'there is no supervisor on duty today". This went on for several weeks and I still kept getting exorbitant fees being charged to me!
I finally filed a complaint with the FCC as they now were harassing me at least 3 times a day, even as late as 9:30pm. The woman in charge of Public relations, Nicole K. told me the charges were $35 for activation and Restock fee even though they had the phone back in perfect condition...................................!
She then said"You did not have the correct plastic covering on the phone which means we have to charge you restocking fee as well"...She would not offer any negotiation at all, was very 'rude', and continued to threaten me with 'collections'.
She sent a letter to FCC and me stating I understood the fees, and if FCC had any further questions they could contact her. I gave up on dealing with them directly and will simply wait until they try again to get me to pay fees not in contract! She also would not send me a copy of the 2 year contract I supposedly signed up for.
These large conglomerates do as they please as they are so huge and chaotic ,most cutomers just give up trying to right the wrongs this company claims. They just wear you down until you either give up or spend way too much time fighting them!!!
These companies need to have some watchdog group tracking all the unfair business practices they all now seem to prefer instead of wanting to keep good customers. They are just 'money 'driven' and could care less about the people it supposedly serves!
Let me preface this by stating I have been a VZW customer for almost 10 years and my account is not only currently in good standing, but I have never been late on a payment.
This is a list of the events that occurred Aug 22nd, 2013.
I called in to telesales at 6:30 AM and a rep took the order. He failed to ask who the phone was going to and to what address. So, I corrected him and he stated that he made the necessary changes.
Once I received my notification email I saw that it was in fact wrong. I called in a a CSR rep said she filled out a form to make the changes for FedEx to ship to the right place. I then re-reviewed the email for additional mistakes... this is what I found:
He took the order completely wrong including:
-Wrong line upgraded
-Wrong address it was supposed to go to
-Wrong name on package
-Deleting unlimited plan
-Changing upgrade date of wrong line
I was furious!!! There were a total of 4 more calls in to customer care, but at the end it was the supervisors who failed. They not only made the situation worse by refusing to call back when promised, but also to transfer me to tech support for no reason. That was bogus!!!
I want to know that the rep who took my order and the two supervisors received some sort of additional coaching on how to deal with these scenarios and an apology from the supervisors that I dealt with. There were two female reps (Last rep that called me back and Tech support rep I got transferred to) with whom I spoke with specifically that just went above and beyond to try and fix an already terrible situation.
Even now, my equipment credit has not been put back even though I was told it would be 24 hours.
Don't believe Verizon agents, they will work you over!
The contract will be used against you - regardless of what they tell you.
Bottom line, there are much more attractive services out there for much less money - some with no contract. Do your homework before signing a Verizon contract!
We are out of the US. Attempted to put our home connect service on vacation. Was able to open chat sessions and present our case, got bum data, they refused to communicate via e-mail. We could not call them from the Middle East country we were in. They simply said to go into our local Verizon office and work it out!
Here is a running log:
17-Feb-2014
Bryan (Verizon agent): Ah you are able to suspend for up to 180 days without billing.
ray (Me): So 180 days sounds OK for now so 4 months is 120 days.
Bryan: After 90 days it will restore and billing will resume automatically
Bryan: Let me do some digging here for you Ray
Bryan: You suspended it on 2/15
Bryan: 90 calendar days from the 15th would be right around May 10th
ray: If we are still out of the US then, can we re-suspend?
Bryan: You sure can!
18-Feb-2014
Received this message:
Today is February 18, 2014 and you opted to suspend your service without billing. You can reconnect your service at any time by returning to My Verizon. If you do not reconnect service, service will be automatically reconnected and billing will resume in 1 days on February 19, 2014.
20-Feb-2014
Received this message:
Today is February 20, 2014 and you opted to suspend your service without billing. You can reconnect your service at any time by returning to My Verizon. If you do not reconnect service, service will be automatically reconnected and billing will resume in 1 days on February 21, 2014.
20-Mar-14
My name is Thomas, how may I assist you?
ray: That will be helpful. We have several options as I understand it
ray: Discctiue [discontinue] now and pay a $90 fee, continue serice perhaps for one or two months then put it back on vacation. Are there other options? How many months till we can put it on vacation? We don't need service till Aug.
Thomas: Thanks so much for the wait. I am showing that you would have 90 days remaining to suspend without billing. This would take effect 3-21-2014 if you wished?
ray: Are you saying you can suspend now for 90 days then we start paying for service after 90 days?
Thomas: That would be correct.
ray: OK - so please confirm, if we suspend now for 90 days, the next bill will be in aprox 120 days with service starting in about 90 days. Is that correct?
Thomas: That's almost correct. The suspend will take effect 3-21-2014, you will get a bill on the 15th of each moth, this bill will reflect a credit as the line is suspended. On the 91st day, billing would resume and you would receive a regular bill after that. Depending on the time frame that the line has not been suspended, you may see a few days of partial month charges but this should be offset by the credits.
ray: OK - Please go ahead and suspend. We will look for the changes. Thanks, Ray
ray: Should I do the suspend or should you do the suspend?
Thomas: No problem, I can do this for you and you are all set.
30-April-2014 After receiving a ~$55.00 bill.
My name is Serenity, how may I assist you?
ray: Yes, I had gone back on to re-suspend and in fact as you read over the chat session you will see your agent said he would do it - but it never worked!
Serenity: I am so sorry about that, I show that the line was reconnected on 03/23/2014 but it was suspended on 03/21 there was no suspension for the device since 03/23,
ray: We would be happy to dump Verizon and were told that we could do that for $90.00 then we subsequently paid a bill (that we didn't need to) and now we have another ~$55 bill.
5-May-2014
My name is Thaddeus, how may I assist you?
Thaddeus: I really do apologize for the inconvenience that this is causing you at this time, The policy of Verizon agents through chat is to refer Customer to verbally speak with a live agent to request a credit for a bill issue. I certainly would issue the credit to the account if I had the authorization.
Final situation, we were billed for months of service we did not receive, for suspensions that were made by Verizon agents - that didn't work, and for a final cancellation fee of $90.00. We found at least 5 alternative companies that provide similar service some with not contract and all with much lower fees. We have gone with MagicJack http://www.magicjack.com/ and have wonderful service even while out of the US - all for 1/10th the cost and no contract!
In speaking to rep Jack Reed and others at Verizon wireless, I’ve stated these facts.
10 FACTS
1. In the 3 years that I’ve had this account, I have averaged less than 10gb per month data transfer.
2. In the 3 years that I’ve had this account, I have been reliably receiving emails stating my usage on my account and overage status.
3. Recently those emails have stopped coming.
4. In April I received a bill with $800 of overages.
5. In April I called Verizon enquiring about the overages. Without the emails, I was told that the emails were only a courtesy and it was my responsibility to check myself before the end of the billing period.
6. Since those emails have inexplicably stopped coming, I have started checking my account on my own to prevent overages.
7. Before the end of the billing period, on about 5/19, I checked and saw that I had less than 5 gigs of data transferred.
8. Since I had less than 5 gigs transferred, I changed my account DOWN from the 20gb plan to the 6gb plan
9. On 5/22, i went into the store to add two Ipads to and remove two jetpacks from my account and was not alerted of any overages.
10. A few days later when the bill came out, it showed that I used over 100 gigs of data transferred for an overage amount of $2500.
I have drawn conclusions from these facts and determined that in my opinion:
• I did not transfer this data
• There is some technical glitch either with the equipment or the billing method
• I really should have been getting many warnings of excessive data usage before bills of over $3000 in overages were charged.
• I really DID see that I had less than 5gb of data usage before the 5/21 bill cut, or I wouldn't have LOWERED MY DATA PLAN. (I’m not Crazy)
• There is no way that I should see less than 5gb of usage and then a few days later get a bill for over 100 gb of usage!
• When Verizon sees a bill cooking up to being over $2000, someone should be making a call or throttling the account in case of abuse.
• The Rep in the store should see something and realize that something is not right when looking at my account. How can you be making changes to the account and not say anything about two previous months of hundreds of dollars of overages?
VERIZON's RESPONSE
Melissa on 4/16, Jack Reed on 5/27 and Michael on 5/28 at Verizon have stated:
• There is no way that Verizon can make a billing mistake on the account.
• There is no way that any technical glitch or error could have been made on the account. These billing systems and devices are perfect and infallible.
Verizon cannot tell me any details about the actual data, including
o Any IP addresses involved
o Any Protocols or ports, whether HTTP, FTP, DNS SMTP, etc on port 80, 443, 25 etc
o Whether the traffic was predominately incoming or outgoing
The Kicker
There was actually a finding where due to my requesting and paying $500 for a static IP address, the overage emails cannot be sent out any longer. They just figured that out on 5/28/14, even though I called about overages and not getting emails a month earlier. Due to this, they were willing to negotiate last month’s overage bill of $800, but not the current bill of $2500.
I recently ported my telephone number from Verizon Wireless to another provider within the billing cycle, yet was charged for service by Verizon Wireless for the full cycle ... in this case, 19 days of service that they did not provide (my new provider did). In response to an FCC complaint on the matter, Verizon Wireless stated that their terms and conditions allow them to do this. The amount of money was not much, but when multiplied by the number of customers who leave their service every year, it no doubt provides VZW with tens, if not hundreds, of millions of dollars in revenue for services that they did not even provide. Caveat emptor when dealing with a company that would engage in such a shady and despicable practice. And if you are porting your number away from them, do it at the end of your billing cycle, so they are not getting away with gouging you for service provided by your new company.
I have been trying to register for a 20% discount that I am entitled to through my new employer. Verizon has a dedicated portal for employment verification for employees like me who are entitled to a discount.
Every time I sign on and try to get verified for the discount -- and i mean e v e r y time -- the site has a message that says the system is currently unavailable. My options are then to try back later or to e-chat. So I have chatted with two representatives, neither of whom could complete my request -- the first one said his ""system"" was down, and the next said I had to contact the business department.
This company just wants to make is is hard as possible for you to get a discount that your employer has bargained for. I work for a corporation that employs 260,000 people, and you would think verizon would want to keep that kind of business by making this discount easily available.
Verizon is putting up every roadblock they can just so you'll give up instead pursuing the discount. Their customer service is the worst by far of any major company i have ever dealt with, and i should know...i am a customer service rep myself.
I use a Verizon MiFi device for internet service. The device is installed on only one computer and there are no other computers that connect to it. It is password protected. In April 2013, our internet data uage with Verizon suddenly doubled for absolutely no apparent reason, even though our computer usage pattern did not change at all from what it had been for the previous 4-5 years. (Our computer and data usage had been very consistent for previous several years.) I called Verizon to try to figure out what happened. They had no explanation but sold us on adding 2 more GB of data each month to our plan to make sure we didn't have usage overages.
From there, even though our computer usage still did not change, our data usage magically went up another additional 2 GB about every 2-3 months. In a year's time, even though our computer usage did not increase, we went from supposedly using less than 10 GB per month to using 16 GB per month and now we are getting warnings that we will exceed 16 GB this month.
My computer has a data usage monitor on it and it states that I use about 7.5 GB per month of data---which is consistent with what Verizon showed I used for th previous 4-5 years prior to it suddenly jumping in April 2013. Verizon ignores that fact and says my computer data monitor usage is not correct.
I have called Verizon and talked with them numerous times, trying to get to the bottom of what is going on. They still have no exlanation other than telling me I need to add more data usage--even though every time I add 2 more GB, I magically exceed 2 GB more even though my computer habits do not change. (I do not download videlos or watch movies on computer or do anything that would warrant anywhere near the data they say I use. I have had this confirmed by computer technicians. )
I would like to see Verizon come clean about data theft. I am on board to join anyone else who would like to take action to make this happen. I believe Verizon will continue this practice if they are not reported and an investigation is not launhed.
Until November of 2013 I felt as if I was a valued and loyal customer of Verizon Wireless. As we sold our company, I assume personal responsibility for our business phone in the Spring/Summer of 2013. If you look at the history on the account, we were clients for years.
In November of 2013, my phone broke, I was aware that my contract did not expire until March of 2014. In November I entered the store located in Hyannis Massachusetts in the K-Mart Plaza. It is a very nice brick and mortar store. My phone was unusable and I was prepared to buy a new phone. I work hard for a living, owning my own Irrigation Company and providing landscape services so I did, perhaps, not look particularly clean. It is what happens when you do what I do now for a living. After a very brief discussion with a sales associate (perhaps lasting up to two minutes) who informed me that ""your contract is not up until March so there is nothing that I can do for you,"" I believe I was immediately disqualified as a customer (in his eyes), due to my dress, and he moved off to help another, more well dressed, cleaner individual.
I left the store and sought out a new cell phone provider and shopped around. The next day I chose boost mobile as my new service provider as the monthly service charge was substantially larger and they managed to work out a discount for me on a Samsung Galaxy S4, which I purchased for $349.99....which is a very nice phone by the way. I am very happy with their coverage area and their customer service has been wonderful.
I will not pay the early termination fee as I feel I was immediately profiled by a member of your staff and my needs were ignored. I am giving you the opportunity to turn me into a former happy customer instead of the unhappy former customer that I am now. I have been offered to reinstate my service and have turned down the offer because I do not feel that I should pay your company another dime when I was treated, not as a customer, but as someone who needed your company. Customers don't need you, you need them. BTW, in my former profession I was a sales manager and performed needs based selling seminars. I know how to sell and believe that customer service is the ONLY way to ensure a sale and keep a customer. It costs more to bring in a new customer than it does to retain an old one.
Perhaps you can use this as a learning opportunity. I am going to post my story on Facebook and Linkedin on April 15th and am going to ensure that I share it with as many as my ex-employees at HSBC and my banking contacts at TD BankNorth, Citizens and Bank of America as I possibly can.
If you care about customer service. I invite you to rectify this issue. If not, I would rather let my account go to a collections agency and I will settle with them, after a year or two, for pennies on the dollar. That to me, is not important. I will not pay your company for your own failure to, at the very least, try to meet my needs.
I moved to Colorado in 2012 to a location that was fairly remote.
At the time I had Verizon wireless as my cell phone provider, but was experiencing problems receiving service in the area.
After inquiring with other people in the area learned that Verizon did in fact experience a ""Dead zone"" in the area.
I contacted Verizon tech support and reported the problem and they said they would send an engineer to check out the problem.Thinking I was doing them a favor told them it was not necessary since I already knew that the service was not avaliable there. They didn't inform me that if an engineer didn't check out the problem that I would be held liable for terminating the contract early, and consequently expected me to pay the remaining contract in full. I have spend hours trying to resolve this dispute to no avail and they insist that I am still liable.It has now been turned over to collections and is reflecting on my credit report as a deliquent account. I feel this is a fradulent charge and that Verizon has been totally un willing to work with me.
I in all honesty do nof feel I should be held liable for their lack of service.
I have been a customer of Verizon Wireless for over 10 years, with 5 phones on my plan. I have been paying for Unlimited Data on 4 of those phones since opening the account. When Verizon Wireless suspended the Unlimited Data plan, they grandfathered my 4 phones so that I could keep the Unlimited Data plan. Recently, I changed my phone to a basic model, thinking that I could get by with that. I decided to return it and reactivate my old smartphone. I asked the Verizon Corporate store in Glendora, CA to please reinstate my plan as it was before the change. It was told to me that this was Verizon Wireless' policy. They told me that they would.
The next bill I received showed that I still had the minimum 2Gb plan. Nothing had been changed. I then called the store and they said that they would change it. I then called Customer Service and they said that I had done the right thing in calling the store, and if I needed any help to call them back. I waited until I received the next bill and, again, there was no change.
I must also say that I am disabled. I do not drive and my medications made my moods change to the point that it was difficult to pursue things or to remember what I had done. I wrote as much as I could down and asked my family to call for me. When they did, Verizon Wireless told them that they could not talk with them as they were not the Primary Account Holder.
Over the next number of months, I called off and on due to my condition and asked for this to be resolved. I was unable to get anywhere with Customer Service. A couple of times, they even said it was my fault that it didn't get reinstated because I didn't ask for it to be reinstated. The fact was that I had done that more than once with no success.
After changing medications, I have my life back and I can now address these types of issues with the confidence that the side effects to the previous medications had taken away from me. I called Customer Service and requested the Unlimited Data plan that had been wrongly removed to be reinstated. They told me at first that it could not be reinstated because too much time had gone by. Then they said that their records only go back 6 months and that I would have to request this at the Verizon store.
I got a ride back to the Verizon store and they said that I would have to talk to Customer Service. Essentially, I now have different departments and business units within Verizon pointing their fingers at each other instead of putting their emphasis on fixing the customer's problem.
Since I could not get any assistance with either group, I sent an email to the person in charge of the West Region of Verizon Wireless. I received a call from a person in the Executive Relations department of the West Area. She told me that she had opened a case for me and requested someone to make a decision about this. She made no promises, but she did give me the impression that there wasn't much chance of this happening because too much time had gone by. I didn't realize that these issues had a Statute of Limitations on them.
Anyhow, she promised to get back to me no later than Wednesday, April 16 with their decision. April 16 came and went with no call. On April 22, I sent another email, this time to the President of Verizon Wireless, Mr. Daniel Mead, explaining the situation. The next day (today), I received a call from the person that promised to call me. She mentioned not only about the case that we had spoken about, but she also mentioned the letter that I had sent to Mr. Mead. She was not happy. She told me that there was nothing that Verizon Wireless could or would do about my situation, as too much time has passed. No other reasons were given. No 'can we do anything else to help rectify the situation, nothing!!'
I then sent off another letter to the President of Verizon Wireless and to the Chairman and CEO of Verizon about how I had been treated. I don't expect to hear anything. In the past, I have dealt with corporations as big, if not larger than Verizon, and have received nothing but wonderful customer service and, in two cases, them assigning a person to see the issue through to its completion.
Please reconsider using Verizon Wireless as your cellphone provider. They may have an outstanding infrastructure, but when you have an issue that must be taken to them to be solved, do you really want to be treated as a second or third class citizen, where even though you spend hundreds of dollars per month for their products and service, they won't even give you the time of day?
Here is one of my comments at Verizon Wireless Community Discussion site. This is just one of many i have placed at the site. Data overage charges is a highly complained about topic with Verizon. This comment below was held up for response by others until it can be approved by a moderator. I have never had this happen before and Verizon must have a good reason for not commenting or approving it to be posted.
The comment basically explains my frustration with Verizon regarding the use of a USB Modem device and a service contract. I hope people read this and understand what is happening to others and me with Verizon's service. Please reply if this is happening to you.
Comment and Questions directed to Verizon on 4/20/14:
Data overage charges seems to be a big issue these days with Verizon. It is troubling to read all the complaints without any reasonable explanation. Why is it that Verizon's customer are always surprised to witness this overage charge on their billing statement? Is Verizon using this overage charge to lock customers into a new contract or upgrade? We try to explain that our data usage pattern has not changed, only on our billing statement. Why does it always happen at a point where our accounts are changing or ending? Read the following very closely and answer the questions truthfully and maybe I will stop and listen.
Verizon convinced me to upgrade to a 4G plan and modem before my area even had 4G available. They said I would be only able to go online with 3G service until my area was upgraded to 4G. I was placed on the 5gb data plan with a $10.00 per gb overage charge. So it seemed Verizon was happy to upgrade me even though they knew I would not be able to take advantage of 4G for a period. I was fine with this till the problems started and Verizon's deceitful ways took over my account.
I was told that I would need to purchase a 4G USB modem device when they upgraded my plan to 4G. They offered a free 4G device (Verizon reconditioned USB Modem) with a 2yr. This reconditioned modem failed to work exactly two weeks after the warranty expired. Verizon basically said, ""Oh well, you well need to purchase a new device at full price."" I said, ""I wish I never switched from my 3G device to 4G."" Verizon said, "" You can have your 3G modem reinstated on YOUR EXISTING 4G PLAN WITHOUT CHANGES TO YOUR EXISTING PLAN.""
So my 3G device was reinstated and I received an email telling me only just that, ""Your 3G device was reinstated."" I came 1-2 gigabytes shy of using my 5Gb allowance for the remainder of my 2yr. contract. The last two months of my contract showed extreme data usage that exceeded my 5Gb allowance. Plus, that overage was charged at a different rate than stated on my contract ($10.00 per gb overage).
My question is why would Verizon fail to mention this to me when they reinstated my 3G device? Why does Verizon hide these changes in a document that is filed somewhere at the my Verizon site that no one even knows it exists? Why didn't Verizon offer to put me back on a 3G plan if that would of saved me the outrageous overage fees I was being charged? Why didn't Verizon say state that my fees would change if I used my old device, which by the way Verizon sold me previous to the defective 4G modem? Why would Verizon want anyone to pay $0.05 per mb for data overage charges?
It seems to me that Verizon had plenty to discuss with me before all of this transpired. What was the reason to hold back on properly informing your client of all available options? Did Verizon think they could lock me into a new 2yr. contract by charging me major overage data usage at the end of my 2yr. contract and blaming it on my 3G modem?
I say this because the first thing that was mentioned by a Verizon agent was that they recommended that I upgrade back to a 4G modem and my original plan. What? Do you take me for an idiot and follow the others you take advantage of to make money. Why would I be foolish enough to believe that you would not do it to me a second time.
Living in a rural area in NC, my Sprint phone would not work unless I drove into town. I drove there and called Verizon to find out if they had better coverage. The woman assured me they did, so I sent them $303.
When the phone arrived the coverage was worse than Sprint. I had to drive to town and use my Sprint phone to complain. I sent the phone back by Nov. 22 (the date to get a full refund) and had a signed return receipt that said a Mr. Rodriguez had signed for it on Nov. 22.
I waited until the middle of Dec. and called Verizon. They said I never returned it, so I gave them all the information of return date and signature.
In Jan. I got a bill for one month's service and early cancellation charges. They claimed I returned the phone on the date in Dec. that I called them to request my refund. Sprint never even ported over my number, so how could I have used their service.
Everytime I called I got the same excuse. ""You returned it in Dec."" I tried to talk to a supervisor, but they refuse to connect you.
They sent me a refund check for $88. which I refused to cash. That would have meant I was satisfied. In a later conversation with them, they said $88 was all I was going to get and since I waited so long, the check had expired and they weren't going to issue me another one.
A group from a company called Midland Funding keeps trying to contact me regarding an account I have open with Verizon or had open. First and foremost, I never had an account open with Verizon, so if you let someone open an account in fraud in my name that is your fault, not mine. Second, this is ruining my credit report. The only company I ever had a contract with was Sprint, and all of my other phones have been prepaid. You need to start looking into things and protect the consumers identity before processing any transaction. You need to get this off of my credit report as soon as possible before legal action is taken.
I was going over my data limit on my phone plan of 4gb and Verizon sends me a message that I could upgrade my account to avoid the overage charges. I decide I want to do that and I follow the prompts on the website to increase my data usage to 10 gb. I am happy, Verizon is happy I am now obligated to spend more money monthly and Verizon will benefit.
Then I receive my bill and see that when I upgrade to 10 gb of data that my account was changed from my existing plan that allows me to make phone calls in Canada to a US only plan and since I work 5 days a week in Canada and call back home to Texas in the evenings I now have $540 in roaming charges in Canada. Holly Cow! Now I am upset!
I call Verizon and speak with a helpful Customer Representative. He says he can change the plan to a Canadian plan with the 10gb and post date it in a way that takes care of the $540 roaming charges. He even tells me what my new billing amount will be around $180. Let me reiterate the Verizon representative said “I will take care of this” Great! I am happy Verizon is happy I am spending 180 a month with Verizon.
I get a customer service survey call. I tell them I am happy and a bit surprised as I have had bad experiences in Verizon stores in the past but that this prompt attention is leading me to change my bad opinion of Verizon Customer Service
I am pleased enough to take my girlfriend in to a store and get her a new I phone and I add her to my account. Merry Christmas Verizon, even more business coming your way.
Then on December 1st I am looking online at my account and I see that the $540 in roaming charges have not been removed from my account. I call customer service and I am told that the credit had been put through but had been rejected by a Supervisor because I had used the online service to upgrade the account. If I had called Customer Service to make the change the credit would have stood but since I used the online service I am not eligible for a credit. GOTCHA!!! SUCKER!
Here is a loyal customer that spends lots of money with you guys and you entice me to using your on line service to buy additional service and when I do you are going to penalize me with $540 in roaming charges. I save you money by going online but if I had called a customer service rep instead then I would not be charged the roaming fees? Well I won’t ever use the online service again. I will call for everything.
Then there is the matter of communication. Your representative told me the $540 in charges would be taken care of and would not be a part of my new billing balance. He said nothing about requiring Supervisor approval. Then a Supervisor reverses that decision and no one contacts me about this? I only find out that Verizon is not keeping their promise when your greedy little hands pluck the money out of my bank account? Now after calling Verizon on 12/1 at 10:46 and promised a call back from Supervisor named Karen. It never happened.
This is unacceptable. It is a shame that this one Supervisor has reversed the positive customer service actions and building customer service reputation that Verizon was trying so hard to establish. Why are you guys so committed to pissing off customers who are trying to do more business with you?
"Verizon in Foley Al. sold me a Ipad in Feb. 2013. When it was sold to me I was not told if something happened to it they would not mail one out like they do phones. It would have to be mailed back and when they receive it they would mail a replacement. They knew when it was purchased that I was using it for my retail business. This will be the third Ipad in less than 1 yr. The first time it broke I had no way of running my retail business. I had to shut down for 5 days waiting on Verizon to send me a Ipad. They ease dropped on my phone call when when I was talking to my attorney, they sent me on a wild goose chase to the store, only to find out I could not get a replacement to run my retail business. One month later the Ipad breaks again! After taking to many people Jonathan had me talk to Michelle to trouble shoot. She told me to go to the store and promised the store would give me another Ipad. I get to the store in Foley Al. they say NO I have to pay $12.99 to have one shipped to me over night and I have 5 days to ship the broken one back or I would be charged. I received a empty box the next day to mail the broken one back but NO Ipad. To talk to a higher management person it takes up to 48 hrs for them to call you back. In the mean time I have no income for my family for my employees. I was talking to a manager Edna and she dedcided she did not want to talk to me about this issue so she put me off on AJ one of the other employees who would not let me talk back with Edna. The supervisors at the call center tells me to go buy another $500.00 Ipad and return it when I get my repaired one back. That is asking me to LIE to the Verizon stores. Verizon has a way of giving lie after lie to customers and then wants the customers to go to the stores and lie like they do. The training they are given from what I can see is to pass the problem from person to person and give one lie to cover another lie. When I asked for the phone number to the home office I was told by AJ that Verizon had no phone number to give me that all calls go to a switch board. Some of the people you talk to when you dial 611 will tell you they cant give their last name some will give last name. Some will say they cant tell you what location they are in others will tell you the city and state the call center is in. I was even told by one person that they were the highest authority person I could speak to. Apple should know the kind of people they have representing them. Liers, cheaters and people who do not know anything about their products! I was told by some of the support group that they thought I could return it to the store since it was only 10 mos. since I purchased it. They did not even know it had to be shipped back. So how much knowledge does Verizon have with the Apple products? NONE!
Well i recently transferred over to verizon wirless from another cell phone company, i have two cell phone numbers and went into the store to have one account with two phone numbers the clerk charged me $225 dollar deposit for each phone which was $500 total just for a deposit, after everything was done it took 2 days for one of the numbers to port over, finally both numbers were ported over, then i started having issues right off the bat with the phone, i could not view my bill on the cell phone like i should have been able to, then while i had the woman with verizon on the phone for this issue i asked her if both numbers were on same account she said yes. i find out a couple days later that they were not on the same account and thats why i had to pay the additional $225 deposit, i would have only had to pay the $225 for the one account if the clerk would have done his job. now they tell me it will take 3 months or more for me to get the depsoits back, i can understand having to wait to get one of the deposits back, but the other depsoit was there fault so there is not reason i should have to wait for it, but anyways i was on the phone with the lady for her to troubles shoot my phone and while she had me on there she said i need a memor card which was over $50 so i went ahead and got it, well it came in the mail and i got on line to see what the price was and it was like only $10 , and they charged me $50 what a big rip of that is... I looked on there return policy and it says there is a $30 restock fee, are you freaking kidding me, another rip off, so now i am stuck with with a memory card i dont even need, i had her on the phone to fix my phone not try to sell me something i do not need.
I ave been a Verizon Wireless customer for 5 years and have used them for my Apple phone. i was told good idea to get
insurance for lost, stolen , broken phones and it was $10.00 a month
Fast forward 5 years and brought phone in for repair. I was told that phone must be sent to insurance company along with a check for $160.00 for the deductable what deductable I asked and was told I was silly not to think there was a deductable. I was very close to na Apple Store and went in to price new phone and my broken phone as a trade in.
The cost was $288. so lets see $160 deductabe $120.00 for cost of insurance yearly that make there insurance cost foolish and a rip off
Verizon Wireless Reviews
Every time customer service said they were "helping" me, it got worse and worse. They did not do what they told me they were going to do:
OK. So when this all started I had $36 and some change on my balance...
I had been paying the $60 unlimited call, text, and data plan for about a year. I received a text soliciting a $45 plan that would save me money. It said "Click for details." So I clicked. It automatically changed my plan.
The problem is, is that I had just paid my $60 two days before, and now I had a quarter of the data that I had just paid for. My mistake. I called Verizon to ask if they could undo what just happened. They informed me that the $60 plan is no longer available.
But the representative on the phone told me she would:
1. Refund my $60
2. Purchase the $45 plan
3. Buy $15 worth of data, that, added to the data on the $45 plan, would equal the same amount anyway... Basically it would be a wash, except for the fact that my unused data would roll over, making this a better deal in the long run.
OK. Fine. But that is not what happened. I'm really not sure what the representative did, but my account balance now said $4.00. That is not what I was told.
I called them back wondering where the $32 and the change on my account had gone. They really had no explaination, but after speaking to a supervisor, they put a "request" for a refund of my 32.??. It was refused.
I called them back, and spoke to another supervisor, who seemed to understand the problem, and another "request" was put in for a refund, which was refused.
OK... FINE... I decided that I would just pay the $45 and stop using the internet on my phone unless I absolutely had to. This month after adding $45 to my balance of $4, I had a total balance of $39.
So I called them again. Well, aparently one of the data packages that was "purchased" in July was not yet paid for (since when did Verizon give credit?) and that is where my missing $10 went. The representative was able to "refund" my $10, putting my balance at exactly $45. ????What kind of math is that????
All in all, it's only $36 and some change that I'm out, but it's the principle that they are blatantly ripping me off that pisses me off the most. Yes, I'd like my $36.?? back please.
Thanks.
We were at Parkway Plaza and my son stop at the Verizon Kiosh. He started looking at a Galaxy S-5 and the guy came up and said the phone is free all you pay for is the tax. Really he said. So after 4 hours and me telling him I didn't trust you guys we finally did it. He said all we pay for is the tax on phone, then he said he would include the verizon tablet and that was free, and my bill would go down by $2 so I don't know why you won't do it. So he said you have 14 days to return, but you don't get your bill until after the 14 days. So I get my bill there is a charge for $32.50 for Verizon edge, $10.00 a month for the tablet, $35.00 activation fee which they did credit my account for finally. Then they took my 2G data plan and change to 250MB which I didn't tell them to do but that was to pay for the verizon edge which is the phone by the way so it wasn't free. I went to the store and there is nothing they can do said the Kiosh is different from the store and I said look they are employed by verizon they had name tags on them that said verizon. So my bill is $206.00 this month minus the $35.00 $171.00. This is $20.00 more then it was. I am a single parent on a budget and that will hurt. I am tired of these companies lying and getting away with it. The store did tell me I could of stay on a contact which they don't tell you that, but since it was pass the 14 days which you can even see your bill till after that so how can you change it. I never even heard of verizon edge until I received my bill. By the way my son was there and heard everything.
I have 3 lines. I spent over 48 hours literally when each rep and supervisor conflicted the other. I HAVE unlimited data on blackberry that is now broken. Verizon refused to help get phone fixed -claimed all balls (mouse) were thrown out. I was told that in June I could get a free iphone 5c-32mb. I was told I could have one of 3 lines upgraded and renewed for another 2 years and when phone would come by mail, I should call verizon and have phone activated LATER. Then I should ask to have iphone replace my broken blackberry and thus keep my unlimited data plan. I continually was told yes I could do thiis and then no by another. Now I am being threatened that I have a day top accept 6 MB data instead of my keeping my unlimited data. I am disabled, had a loss in my family and am now VERY traumatized. I spent so much time calling and starting from scratch with each new person/rep/supervisor. I get severe migraines after each call. This is fraud and deceit
I'm an online school student and I require a hi speed internet connection for 8 hours a day, 5 days a week. Living in a rural area there are very few isp that will cater to my needs, and Verizon is the biggest one out here. We first purhased a data plan from Verizon that allowed us 10 gigs a month. With minimal usage outside of my schooling, we were led to believe that this would be a cheap and effective alternative to dial up.
The first month alone cost us twice the amount we were told. We begrudgingly paid the ridiculous bill, and continued in this manner until July of 2013. Verizon now claims that we owe them >700$ for going over our data limit. We've called customer support an innumerable amount of times, and each time we've recieved the same hem and haw. We have since refused payment and were denied service.
At the end of summer 2013, we purchased a Verizon Jetpack 4g lte. It's a prepaid wireless internet hotspot that was claimed to only charge for downloading and uploading. We paid 60$ for 3gigs of data. Little did we know that ALL WEB USAGE will deplete your data. Within 2 HOURS of web usage (no videos, no music, few images), we were informed that we had already used 10% of our data. (Not to mention that the connection is very inconsistent, even in areas of good service.)
A simple google search will show you that THOUSANDS of people have fallen victim to the data-leeching bank-draining scam that is Verizon Wireless.
This is beyond infuriating for the reasons below. Feel free to secure my calculations.
8 (hours a day) * 5 (days a week) = 40 (hours of required internet usage per week)
40 (hours per week) * 26 (weeks in a school year) = 1040 (hours Im required to be active online)
10% of 3 gigs is around .307 megabytes. If i use 10% of 3 gigs in two hours that's .154 gigs per hour.
1040 (hours active) * .154 (gigs per hour) = 160.16 gigs a year.
$60 / 3 (gigs) = $20 per gig
$20 (per gig) * 160.16 (gigs a year) = $3203.20 for a single year of internet usage if the only thing I do is my schoolwork.
I am also required to download videos and audio for my classes, and to attend live sessions on a video chat site weekly. I only factored in the gigs per hour for GENERAL WEB USAGE (no videos, no audio, few images), meaning that to complete my given coursework it would cost me exponentially more than the price for general web usage.
So, I will more than likely be dropping out of my online schooling before graduation. Thank you, Verizon, for you have shown me that even the biggest companies still try to screw the little guy. Also for teaching me the value of internet access, and how pointless it is to call customer service. I wonder how much typing this up will cost me?
We would GLADLY take Verizon to court to but sadly our interactions with this company have left us in no position to hire a lawyer. Yay, capitalism!
About 6 months ago I decided to add a new line of service to my plan; At which time I visited the verizon corperate store in west covina. I spoke with a rep and decided the best corse of action for the new line. More recently I have found that this is no longer a good option for us. So I called verizon to make arrangements to cancel my account. I spoke to a CSR and was informed that I had to pay 250$ for each phone line. I asked how that was possible because I only have one contract which includes both my phones.The rep then told me that I signed two contracts and that is why there is two fees. I said I've never signed a second contract. she said when I got the second phone is when I signed it. I told her that the contract that I signed was renewal of my existing contract not a brand new contract. we went in circles for a time. different words but all the same info. After which she passed me to her manager who told me the same story again. I told her that a rep from verizon lied to me about the condition of my contract. she said that is a legally binding contract that cannot be disputed. At this point I am not sure how or where to proceed. I am considering seeking legal council to dispute the validity of a contract that was signed under false pretenses.
I purchased one of the Verizon wireless prepaid phones after the representative assured me that service was available in my area. She then activated the $60 card to an inactive phone. The phone number on thier website for customer service is an automated payment system that hangs up on you if you do not provide payment. Once I finallly reached someone in customer service it was explained to me that service is not available in my area unless I purchase more minutes for roaming coverage. she transfered me to someone to discuss a refund.
From that point on I have spoken with four representatives and three supervisors who all gave me the same rehearsed lines over and over again. One of them actually hung up on after repeating his rehearsed lines. Another told me that I was a liar and that informed me that Verizon Wireless has no means to refund any customer.
I am not sure how this multi-million dollar company has no way of refunding customers. If they are going to out right steal out of our pockets then they should atleast spend some of that money on training representatives to be able to communicate in a civilized manner instead of the trained monkeys they have answering the phones now.
Verizon WIreless staff have blatantly lied to me on several occassions. I was finally told by one of ther CS phone staff that "unfortunately" the staff at the store do stretch the truth to win a campaign. That they do have some sales tactics that "are not condoned by the corporation" but do exist. So what is a customer to do? You know your store sales staff lie, you say you do not condone it, but I am stuck in a contract that I was verbally told was "the best possible deal available" only to find out there was no truth to that statement at all. And now I can't get out of the deal without a $150 disconnect fee.
I made many calls to Customer Service who have all said they would take care of it for me and none have. I finally spoke to a supervisor who basically said I was stupid enough to believe them - I am stuck with the contract.
Don't believe any sales staff at Verizon. Do your research - call their 800 number then call around before you agree to anything. They blatantly lied to me, they will lie to you.
This is a very unethical corporation that do not stand by the promises of their employees. STAY AWAY!
Verizon Wireless does not disclose how it determines termination costs. We cancelled wireless services in middle of a billing period. We had been customers for longer than their contracted obligation. While they did prorate basic fees to days used, they also prorated and decreased allowable usage. This second proration was never disclosed.
We were billed for an usage overage, based on the decreased allowable usage, that seems punitive.
Verizon Wireless has horrible business practices! After chatting extensively with an online agent I decided to purchase a phone and pay as you go unlimited plan only to find out when I tried to active the phone it could not be activated because the phone was in a roaming mode and after many calls and transfers I came to the conclusion I would not be able to use the phone or plan at all because of the area I live in. I was ok with this and not too upset. What has me very upset is their practice and policy for returning the phone and getting my money refunded. The phone came with a pretty simple straight forward flyer with instructions on how to retrieve a shipping label. I followed the instructions to a tee, but came to a point that I needed to inter a PIN. Because I was never able to active my phone I never received a PIN so I was stuck. I called the number that was listed on the flyer, but all I got was an automated operator giving me two options neither of which was the option to speak with an operator. At that time a window appeared for offering me to chat live with a customer person. After a long chat I was given the 800 number that does nothing, but give you the two options for paying and no option to talk to a customer service person. I located another number and called and after a long time on the phone and many transfers I was told the only way to get a return label was to have it mailed or go to a local Verizon store. I called to double check the procedure with my local store and was told that they would not be able to return the phone and I needed to go through customer service so I was back at square one. They are going to snail mail me a return label, but can’t e-mail of fax the return information because of company policy!!!! What a hot mess! So looks like I’ll be waiting a while to get a refund. Be forward once you take the bait and buy from Verizon you are on your own and they aren’t going to do anything to help you.
This Verizon dealer told us how much money we would save purchasing an up front protection plan which would only cost $200 total. No mention of $150 admin fee charged by Protect Cell. We even asked about a deductible. No where in sales receipt does it mention a $150 fee either. They now no longer sell these protection plans either. If you go to their store they are unable to look up the plan you purchased either. You have to do your own investigating to find out who to contact. I was shocked at this $150 admin fee. I would have purchased the Verizon monthly protection plan if I would have been informed correctly. I will never go to an authorized Verizon dealer again.
I thought I was getting a great deal with Verizon Wireless' new pre-paid smartphone plans. I was already using their $50/month unlimited talk, text, web service for about 1.5 - 2 years or so. But as most of you already know, mobile web service is worse than dial up internet. Since I already owned a Verizon smartphone I figured why not pay the extra $10 ($60 for the 2gb of data plan) and be able to check my email, and occasionally use the gps service provided by google. Sounds good right? Wrong!!!
I signed up on the 1st of June 2013. I was told by the guy helping me out that my payments would be due on the 1st of each month (same as my previous $50 monhtly plan) but I would be paying an extra $10 for the 2gb smartphone plan. I'm a happy camper... Until I woke up on the morning of the 30th only to see I received a text from Verizon indicating that they took $60 from my bank account (I got the auto pay feature cause it provides $5 credit every month to my account). I figured they made a mistake. Unfortunately that mistake is going to cost me $35 in bank fees because I didn't have enough in my account to cover the $60. So I call Verizon to find out what is going on.
At first I spoke with a young lady who was really trying to help. I hate that I can't remember her name, but she was the type you wanted working for your company as she makes the client feel important and seems to really want to help. Unfortunately she couldn't do much at her level. I asked to speak with her supervisor and she was more than happy to transfer me, though she did warn me that she felt they weren't going to do much of anything to help me. That they would fall back on "the agreement" I have with Verizon. After a long wait I ended up speaking with some idiot, who's math skills are lacking, by the name of Jacob.
I explained to Jacob the whole issue. The due date should be the 1st of the month, Verizon mistakenly took the payment early, I'm facing NSF Bank fees, etc etc. He looked in to the account and said their was no mistake. The plan is a "rolling 30 day" plan. And therefore the payment was due on the 30th. After explaining to Jacob that I was told the billing would be on the 1st of every month he simply repeated himself. I proceeded to explain that if that were the case, then the due date would be the 31st of June, not the 30th. I explained that if you take 1 and add 30 to it, the result is 31 (1+30=31). Pretty simple I thought. But apparently understanding basic grade school math is not a requirement to become a supervisor with this company. So rather than trying to educate young Jacob on the concept of 1+1=2, I asked for his supervisor. Now I'm on the phone with operation manager Robert.
Robert is pretty much just as worthless as Jacob. He repeats the same garbage that Jacob said. It's a "rolling 30 day plan". Not a monthly plan like you had before (my $50 plan). I asked him to send me a copy of the agreement I had with Verizon. He said "there isn't one". That kind of shocked me. So I asked him how is it that Verizon took money from my bank account if I have no "agreement" with them? How could Verizon take money out of anyone's account without some type of agreement? He got a bit pissed and said I could go to the Verizon Wireless website and get the agreement. Wait a minute... I thought there was no agreement. Then I asked him if I could change the due date on my account so I would have this issue again? I asked if I could change it to the 3rd of the month. He said I would have to wait till that day to make a payment (I had him cancel my auto pay) and go without service between the last day of my plan and the date I decide to make a payment and that would be my new start date. I asked him why I never had any issues with my $50 a month plan but not even 1 month into the smartphone plan I getting billed prematurely? He basically said that the $50 plan is a monthly plan. The $60 smartphone plan is a 30 day plan. I asked if he was sure, and he said I could go to the Verizon Wireless website to see for myself. So I did. Here is the URL (you will have to copy and paste to see it):
www.verizonwireless.com/b2c/prepay/processPrePayRequest.do?type=ppmonthSP
Basically, it advertises their smarthphone plans as MONTHLY plans. So what the hell is Verizon doing? Are they using Bait and Switch Tactics? Don't know about you, but it sounds that way to me. Funny thing is that Robert, the Operations Manager, said that if I changed my account due date to the 3rd or 4th of the month that the payment would be due on the 3rd or 4th of each month. But since I activated the account on the 1st, sometimes the due date will be on the 30th, 31st, or the 1st. What a freakin moron!!! I guess the actual number of days in a 30 day plan (according to Robert) varies based on the activation date of the account. Wow.... Verizon hires the best of the best I guess (their union must be strong). No wonder companies want to hire college graduates and start them off at near minimum wage. They want to make sure they know basic math.
After having warranty issues with new phone I complained to BBB. I then received a call from Verizon stating any further communications from me or on my behalf from BBB or any other goverment agency and they would diconnect my service for disrupting company operations...so who holds them responsible...simple answer..no one..due to law loopholes cellphone companies can turn a profit from your 1yr warranty by sending you a "likenew" phone that their tech's have gone through and return any really defective phones to manufaturer to get the new phones they can turn around and resale .
On June 6th I called 611 from my Verizon cell and talked to a rep about my upgrade who told me my iphone was worth $99.00 as a trade in toward a new phone but it would come on a gift visa.I asked if they would use it toward the $99.99 the phone cost and she said she couldnt but if i went to a corprate store they could. So today 5 days later i go to the corprete store and they try to tell me my phone is worth $35.00 and the samsung 5 is $150.00 and not the $99.00 is says on the internet .Also I have a coupon that says $25.00 off of the samsung 5 and she snaps ill tell right off we wont honor that. OK it was from a verizon gowireless store in my town so I thought they may not take it but maybe they would.
But after being told my phone was worth $99.00 then having her tell me it was only worth $35.00 I said no thanks. My iphone is in perfect condition she didnt even ask me anything about it not even to see it. Any way when I left I dialed 611 to ask why I was told it was worth $99. only to drive 16 miles( 1 way)to be told no its only worth $35. And the girl says when did you you call us and I said you have that info (I was on my phone and didny want to check at the time because I had to wait 28 minutes on hold for her to answer aqt the time and didnt want to accedently cut my self off and have to wait agin.)
So she then says to me oh you called in May and if you would have traded it in then it would be worth $99. but now it is not .So I asked why didny anyone tell me I had to do it that rite away and she said oh I dont know .So I said I can get abetter plan from T moble for less money and the custmer service (which was why I wanted Verizon )at verizon obviously has gone way down since you have to wait almost 30 min. to even get a rep. Why would I not go to T-moble? no answer so I hung up and as soon as im done here I will check out T mobles family plans you see we have 3 seperate adults here that Verizon will lose.
My account with Verizon Wireless had three phones, two of which belonged to my adult children and were being moved to a different account - my ex-wife's. In one of the multiple calls to Customer Service I made sure that Verizon understood to note that my number was not one to be moved.
Instead my ex-wife was allowed to put my phone on her account, and she was able to close the account. I believe this happened because Verizon never sent me an email to verify the numbers and agree to release them and they screwed up. During the ensuing attempts to get a straight answer as to who authorized the closure of my account, which should not have happened since I was the only designated Account Manager, Verizon reps would not identify who did the deed.
Throughout the entire ordeal of two hours of phone calls to customer support I asked repeatedly to speak to a supervisor, and eventually I was told that one was reviewing my case with the rep I was speaking to when the call dropped - after 32 minutes on the phone - and that he would call me back when they were ready to get my account re-established and my phone off my ex-wife's account. Two hours later I called and got a rep with most of her brain cells intact, and even then it took 59 minutes of talking, being on hold, speaking with the Assumption of Liability division, and finally a call back when they got my ex-wife to release the line. The ordeal was over.
At no point during all of this did any Verizon rep acknowledge that I had indeed given them specific instructions not to port my phone line over to the ex-wife's account. I am sure that this instruction was part of the copious notes created by various reps during at least 5 calls I made to Customer Support related to the two lines being moved. I finally spoke to a woman named Cheryl who gave me some tiny tidbits, but not the entire story.
I have no intention of dropping this issue. Closing an account that is not yours,and for which you have no authorization almost has to be a crime of some sort, and I'm fairly certain the ex-wife knew exactly what she was doing when she assumed liability for my phone on her account. I told Cheryl that I wanted all the transcripts of my calls, along with the notes all the reps made relating to my calls regarding moving those phones off my account. I'll call early tomorrow to verify that this is happening.
Erica, Manager of Verizon Wireless (Corporate Store) in the Danbury Fair Mall warns "do not do business with [this] store."
This store is a franchisee, it is owned by an individual. These individual locations make their own rules besides the lose guidelines set by VZW.
At the end of the day the mall location has better prices, cheaper plans and more flexibility to offer you a discount if you ask!!
STAY AWAY!
1) On April 12, 2014, I went into a Verizon location to take advantage of you "buy one, get one free" upgrade on our account; after waiting 1 hour, 10 minutes, I was told by your Verizon Rep that my phone of choice (the Samsung Galaxy S5) was NOT a part of the promotion as it was new product offering and there may not be enough inventory to satisfy immediate orders; so I purchased one Samsung Galaxy S5, was told I would receive a $100 credit (in the form of a $50 credit on the account and mail in rebate of the other $50).
2) About a week later, I checked my Verizon account for the $50 credit, which had not appeared. I contact Verizon customer service and was told I would need to go back to the store and that only the store could issue the credit; 2nd I inquired as to the 'buy one, get one free" offer and learned I could have got the “second” Galaxy S5 phone on 4/12/14 when I was in the Verizon store; the customer service rep told me to go back to the store, and they will issue the $50, give me the 2nd free Galaxy S5 phone, and if there are any issues, just ask for a manager and have them call Verizon customer service and all will be notated on the account.
3) On April 22, 2014, I went back to the store, at approximately 12-12:30pm and placed my name on the waiting list -- there were 4-5 people in front of me & 7-8 Verizon Reps standing around literally nothing (all looked like gang-bangers) & very intimidating bunch; when customer asked how long will it be before they will be helped, the man who checked them in would 'bark' at them to the point where the waiting customer would squeamishly go back to their seat. You had one Rep, who was acting like a gang-banger, with his baseball cap on backwards, his pants hanging off his backside & dark sunglasses on, who would go around and walk up to customer perusing phones and intimidate them to the point where they would cower away, simply because they did not know the difference; this Rep & the other Verizon employees in the store, would all start laughing when the "gang-banger looking' Rep would do this to customers. It was the most appalling thing I have ever seen and there was no control of these employees what-so-ever; management was non-existent. After waiting for 1 hour & 15 minutes, I was told that the manager (who looked to be about 15 years old) that my $50 credit would NOT be issued by him because “my store is not going to take the hit"; he said I would have to call Verizon customer service, they can do it & then it would take several billing cycles to appear on my account; as far as my 2nd free Galaxy S5 phone, he said he cannot do that because the 'buy one, get one free" offer expired on April 20th, 2014; I told him that we were there on April 12th and his employee told me that phone was not a part of the special; he said that was too bad, I cannot get the phone and "his store is not going to take the hit for that either".
I left the store completely pissed and contacted Justin at Verizon customer service; he issued the $50 credit immediately; he told that I would get the Galaxy S5 phone and he would get it ordered; in the middle of our call, we were cut off; I called and left a message with another customer service representative to have him call me back. He never did. Several days later, I called again and was told by another rep that he would send Justin an email to call me. Again, I never heard back.
On 4/25/14, I emailed a message to Roy Chestnutt via LinkedIn, VP at Verizon, who ignored my email and blocked further communications.
On 4/28/14, I spoke to Hillary from the executive offices of Verizon; after going through the aforementioned scenario above and expecting my second free phone to be shipped, she stated that she could only could offer the Galaxy S5 phone at a ‘discounted’ price. I of course declined, as this is completely insulting to me, after being lied to by the initial Rep at the Tempe store on 4/12, being told by Verizon Customer service on 4/21 that I could get the free phone, being told by Justin on 4/22 I could get the free phone, not to mention the hours wasted calling, sending emails or waiting in the store or being humiliated by the store employees.
I then sent an email to Lowell McAdam, Roy Chestnutt and other executives at Verizon to no resolution.
I received a voice message from Shane Scoville, the Western Region Area Manager for Verizon, who left his name, cell number and email. When I attempted to call his number, it went directly to voicemail; however, you could not leave a voice message since Mr. Scoville had not set up his voice mail box; I emailed Mr. Scoville, to no avail & no response.
Finally I ordered another phone (which I had to pay for) on the morning off June 12, 2013, to be sent overnight & received Friday June 13th. When I checked for the status of shipment that afternoon, Verizon had cancelled the order without explanation. I placed the order again, and it was cancelled a 2nd time. Finally I got in touch with a rep, who assured me the phone was being sent overnight (Fed Ex) and I would receive it on Friday, June 13, 2014. The next morning, I learned that the Verizon Rep lied, I spoke to Hillary again at Verizon, who said he would definitely be there on Monday, June 16th.
I check the tracking the next day (Saturday June 14th, 2014) and found that Hillary lied as well, and the phone actually would not arrive until June 17th
I check my Verizon bill on Sunday June 15, 2014, and saw that Verizon bill my account $300 for a phone I had not even received yet & a phone I should have got free to begin with. Not to mention the lies, bad customer service, etc.
I cannot believe this, company with so much resources, has to resource to such poor customer service, deception business practices, deceptive billing practices & repeatedly lying to its customers. I am just one in thousands.
I have forward a complaint to the Consumer Financial Protection Bureau for Deceptive Billing Practices and Deceptive Business Practices.
What a waste of time dealing with Verizon, its staff, and executives that really do not care.
June 17, 2014 - The latest is that I have continually attempted to get a phone from Verizon or get a special delivery or exception made so I could get my phone sooner; absolutely no response from anyone at Verizon. Today, I learned from Fed Ex that someone from Verizon purposely changed the delivery address for my phone to a completely different address that does not exist. I have attempted to get a reason from the executive at Verizon why they would do this, as they have has my address for over 10 years now. Again, they will not give me an answer. No Phone.
I just signed a 2 year contact with verizon and less then two months later my screen went black. So called verizon and I was sent a new phone. I had it set up and I was able use my new phone that same day. I then placed the phone with the screen issue in the return box to send it back. Later that evening some one broke in to my car and stole it, not knowing that phone was worthless. I called and spoke with a rep from Verizon and let them know what happened and I was told as long as I sent in the police report I would not be charged. That was a lie. I went on my verizon account and seen that I was charged 399.99 for the phone. I then tried to pay my past due balance and I was charged 546.21. That includes the past due amount and equipment amount that I was told I didn't have to pay and my current balance that wasn't even due yet. I haven't been able to get a refund or anything. I asked me if a store credit was o.k and I said no.
I have called over 30 times and have went in to the store and still have got the run around. No one has helped me about this matter.
Issue number two.
I went in to the store and brought a tablet that was on special for mother's day. I was told I would not get charged until the tablet ships 06/08/14, LIE'S ALL LIE'S the tablet shipped 05/29/14 and endless to say may card was charged and that left all my other bills unpaid. And that added up to 175.00 in over draft fee's and all I was told is sorry and we are unable to pay your for our early shipping mistake.
At this point I can't help but be pissed.
On November 19th 2013 I called verizon cellular about activating a phone that i got for a gift and i wanted prepaid plans. i spoke to several people there .they said there was no activating charge and they would send me a bill that was suppose to be prepaid 50.00 however that was not the case. when i got the bill it said i had 700 share talk bill was 105.61 Iwas not told i had text or web would have been extra. i did ask and told them i wanted text message they charge 10.00 for 1000 msg. . i called them back and cancelled that plan on Dec. 5th AND I NO LONGER WANTED THE SERVICE . I DID NOT USE NO 708 PICTURE MESSAGES AND TEXT WAS BILLED 10.80
I WILL NEVER DO BUSINESS WITH THEM AGAIN THAT PHONE WAS FOR MAINLY MY DR. APP'TS DUE TO MEDICAL CONDITION THAT WAS EXPLAINED TO THEM ...i AM EXTREMELY DISAPOINTED I COULD HAVE BEEN A LONG TERM CUSTOMER.
They created a sub account that does not have lines on it but charge activation fees to it. They issue credits for the purchase of phones and and credit this sub account which only balance was the activation and leaves a balance of $126.48. I request that they close the account and credit my main account with the credit and after three phone calls and requests they state a check will be mailed to me in that amount and it will take nine weeks to receive it. I file a complaint with the BBB stating the above and request the credit of $126.48 to my account. Their executive respond and first state the conversation is recorded and then proceed to ask me what do I want to have done. He state that a credit was previously given of $100 and that satisfied any credit. I told him there is no record of a credit of $126.48 and there should be a paper trail showing it. He asked what do I want I state I want was stated in my complaint and what had been told me several times that was also being mailed to me which is $126.48. He state that it's easy to resolve and I will receive full credit immediately to my account. I check my account and I am credited $26.48.
They are under handed and deceptive and I warn any and everyone not to do business with them. I have no idea how all of this started. It was their error in creating a sub account and why not fix it when it ws seen it was done. They lead me along for one month thinking they were fixing the problem and nothing ever was fixed nor was I notified at any time by them. I was misled by several of their representatives in thinking I was getting a credit for $126.48 as my invoice stated. It took almost one month and filing a complaint with the BBB for any type of credit to be issued and the call was planned and set up as to what would be said before it took place.
I urge consumers to beware of Verizon. They are very manipulative. Again I did not create this situation and they did little to fix it and pretended over and over again to be resolving it only to try to credit the least amount possible in the end. Yes I've been deceived but I hope many will read this and beware of them. I'm a fairly new customer so the two year agreement seems to be a nightmare at this point.
On June 06/ 2014 while driving in New York State and because I have too much problems with Tmobile I decided to switch to Verizon, so on the first store that I saw I stop park my car and got inside, and told them that I need to switch my phone to them on the prepaid plan, they didn't disclosure anything to me, like the prepaid phones are two years old, that if anything happen they will ignore the warranty, after I got my cell and the number transfer drove upstate, after about a week I began having problems with the phone so I went to another store and they trouble shutter the phone, and still having the same problems like taking too long to connect, showing connection but completely silent, showing that is connected but I can not hear anything either the other party, is getting super hot, the battery is not holding well the charge and now, no matter how many times I press the bottom to call it doesn't, I went to another store and same history than the one before in Hackesstown, so I went to a corporate store in Rockaway Mall New Jersey and they did not want to do anything for me, but to live the phone for ten days or more to get another, and why I have to be without phone for that long period of time? Why not ship a new model to the store then call me and switch? If my car goes to the shop the dealer give me a loaner and why verizon can not ship a new one? I call the store from I got the phone and they place me on hold for about twenty minutes, so I hang up and dial for thirty minutes non stop and they did not pick up the phone or call me back, so this is the way verizon is doing business, taking my money and that's it. When I call the 1800 number this stupid woman told me to buy a new phone, and today when I call Tonya she told me I have to be with out a phone for days, I know they will try to repair this piece of crop and send it back to me..Stay away from Verizon they do not care after they got your money you are worthless for them, also stay away from
Verizon Wireless at Diamond Wireless Cortland
861 NYS ROUTE 13
Cortland , NY 13045
(607) 753-6282
As Advertized Verizon Wireless offered brand new smart phone for only $30 per month with 2 year contract. I ordered online. Received phone 3 days later. This was a Pantech Hotshot Product. It was a touch phone,which did not work properly when touched..wrong words for request,sometimes touch did not get a resonse at all.
I called Verizon Customer service to get instructions for sending it back within the 'Buyers Remorse'period. The Rep told me to put phone in all the same packaging and it would be returned free of charge.I would only be charged the activation fee of $35. I sent the phone on 07/29/13 well within the 14 day return requirement.
One week later I received 3 different bills whick included all sorts ofees equaling $288! I called and tried to get it fixed several times with absolutely no cooperation from all the different reps I had to talk with. I asked for supervisor and one representative said"'there is no supervisor on duty today". This went on for several weeks and I still kept getting exorbitant fees being charged to me!
I finally filed a complaint with the FCC as they now were harassing me at least 3 times a day, even as late as 9:30pm. The woman in charge of Public relations, Nicole K. told me the charges were $35 for activation and Restock fee even though they had the phone back in perfect condition...................................!
She then said"You did not have the correct plastic covering on the phone which means we have to charge you restocking fee as well"...She would not offer any negotiation at all, was very 'rude', and continued to threaten me with 'collections'.
She sent a letter to FCC and me stating I understood the fees, and if FCC had any further questions they could contact her. I gave up on dealing with them directly and will simply wait until they try again to get me to pay fees not in contract! She also would not send me a copy of the 2 year contract I supposedly signed up for.
These large conglomerates do as they please as they are so huge and chaotic ,most cutomers just give up trying to right the wrongs this company claims. They just wear you down until you either give up or spend way too much time fighting them!!!
These companies need to have some watchdog group tracking all the unfair business practices they all now seem to prefer instead of wanting to keep good customers. They are just 'money 'driven' and could care less about the people it supposedly serves!
To Whom It May Concern:
Let me preface this by stating I have been a VZW customer for almost 10 years and my account is not only currently in good standing, but I have never been late on a payment.
This is a list of the events that occurred Aug 22nd, 2013.
I called in to telesales at 6:30 AM and a rep took the order. He failed to ask who the phone was going to and to what address. So, I corrected him and he stated that he made the necessary changes.
Once I received my notification email I saw that it was in fact wrong. I called in a a CSR rep said she filled out a form to make the changes for FedEx to ship to the right place. I then re-reviewed the email for additional mistakes... this is what I found:
He took the order completely wrong including:
-Wrong line upgraded
-Wrong address it was supposed to go to
-Wrong name on package
-Deleting unlimited plan
-Changing upgrade date of wrong line
I was furious!!! There were a total of 4 more calls in to customer care, but at the end it was the supervisors who failed. They not only made the situation worse by refusing to call back when promised, but also to transfer me to tech support for no reason. That was bogus!!!
I want to know that the rep who took my order and the two supervisors received some sort of additional coaching on how to deal with these scenarios and an apology from the supervisors that I dealt with. There were two female reps (Last rep that called me back and Tech support rep I got transferred to) with whom I spoke with specifically that just went above and beyond to try and fix an already terrible situation.
Even now, my equipment credit has not been put back even though I was told it would be 24 hours.
Verizon Home Connect Ripoff
Don't believe Verizon agents, they will work you over!
The contract will be used against you - regardless of what they tell you.
Bottom line, there are much more attractive services out there for much less money - some with no contract. Do your homework before signing a Verizon contract!
We are out of the US. Attempted to put our home connect service on vacation. Was able to open chat sessions and present our case, got bum data, they refused to communicate via e-mail. We could not call them from the Middle East country we were in. They simply said to go into our local Verizon office and work it out!
Here is a running log:
17-Feb-2014
Bryan (Verizon agent): Ah you are able to suspend for up to 180 days without billing.
ray (Me): So 180 days sounds OK for now so 4 months is 120 days.
Bryan: After 90 days it will restore and billing will resume automatically
Bryan: Let me do some digging here for you Ray
Bryan: You suspended it on 2/15
Bryan: 90 calendar days from the 15th would be right around May 10th
ray: If we are still out of the US then, can we re-suspend?
Bryan: You sure can!
18-Feb-2014
Received this message:
Today is February 18, 2014 and you opted to suspend your service without billing. You can reconnect your service at any time by returning to My Verizon. If you do not reconnect service, service will be automatically reconnected and billing will resume in 1 days on February 19, 2014.
20-Feb-2014
Received this message:
Today is February 20, 2014 and you opted to suspend your service without billing. You can reconnect your service at any time by returning to My Verizon. If you do not reconnect service, service will be automatically reconnected and billing will resume in 1 days on February 21, 2014.
20-Mar-14
My name is Thomas, how may I assist you?
ray: That will be helpful. We have several options as I understand it
ray: Discctiue [discontinue] now and pay a $90 fee, continue serice perhaps for one or two months then put it back on vacation. Are there other options? How many months till we can put it on vacation? We don't need service till Aug.
Thomas: Thanks so much for the wait. I am showing that you would have 90 days remaining to suspend without billing. This would take effect 3-21-2014 if you wished?
ray: Are you saying you can suspend now for 90 days then we start paying for service after 90 days?
Thomas: That would be correct.
ray: OK - so please confirm, if we suspend now for 90 days, the next bill will be in aprox 120 days with service starting in about 90 days. Is that correct?
Thomas: That's almost correct. The suspend will take effect 3-21-2014, you will get a bill on the 15th of each moth, this bill will reflect a credit as the line is suspended. On the 91st day, billing would resume and you would receive a regular bill after that. Depending on the time frame that the line has not been suspended, you may see a few days of partial month charges but this should be offset by the credits.
ray: OK - Please go ahead and suspend. We will look for the changes. Thanks, Ray
ray: Should I do the suspend or should you do the suspend?
Thomas: No problem, I can do this for you and you are all set.
30-April-2014 After receiving a ~$55.00 bill.
My name is Serenity, how may I assist you?
ray: Yes, I had gone back on to re-suspend and in fact as you read over the chat session you will see your agent said he would do it - but it never worked!
Serenity: I am so sorry about that, I show that the line was reconnected on 03/23/2014 but it was suspended on 03/21 there was no suspension for the device since 03/23,
ray: We would be happy to dump Verizon and were told that we could do that for $90.00 then we subsequently paid a bill (that we didn't need to) and now we have another ~$55 bill.
5-May-2014
My name is Thaddeus, how may I assist you?
Thaddeus: I really do apologize for the inconvenience that this is causing you at this time, The policy of Verizon agents through chat is to refer Customer to verbally speak with a live agent to request a credit for a bill issue. I certainly would issue the credit to the account if I had the authorization.
Final situation, we were billed for months of service we did not receive, for suspensions that were made by Verizon agents - that didn't work, and for a final cancellation fee of $90.00. We found at least 5 alternative companies that provide similar service some with not contract and all with much lower fees. We have gone with MagicJack http://www.magicjack.com/ and have wonderful service even while out of the US - all for 1/10th the cost and no contract!
Verizon Case
In speaking to rep Jack Reed and others at Verizon wireless, I’ve stated these facts.
10 FACTS
1. In the 3 years that I’ve had this account, I have averaged less than 10gb per month data transfer.
2. In the 3 years that I’ve had this account, I have been reliably receiving emails stating my usage on my account and overage status.
3. Recently those emails have stopped coming.
4. In April I received a bill with $800 of overages.
5. In April I called Verizon enquiring about the overages. Without the emails, I was told that the emails were only a courtesy and it was my responsibility to check myself before the end of the billing period.
6. Since those emails have inexplicably stopped coming, I have started checking my account on my own to prevent overages.
7. Before the end of the billing period, on about 5/19, I checked and saw that I had less than 5 gigs of data transferred.
8. Since I had less than 5 gigs transferred, I changed my account DOWN from the 20gb plan to the 6gb plan
9. On 5/22, i went into the store to add two Ipads to and remove two jetpacks from my account and was not alerted of any overages.
10. A few days later when the bill came out, it showed that I used over 100 gigs of data transferred for an overage amount of $2500.
I have drawn conclusions from these facts and determined that in my opinion:
• I did not transfer this data
• There is some technical glitch either with the equipment or the billing method
• I really should have been getting many warnings of excessive data usage before bills of over $3000 in overages were charged.
• I really DID see that I had less than 5gb of data usage before the 5/21 bill cut, or I wouldn't have LOWERED MY DATA PLAN. (I’m not Crazy)
• There is no way that I should see less than 5gb of usage and then a few days later get a bill for over 100 gb of usage!
• When Verizon sees a bill cooking up to being over $2000, someone should be making a call or throttling the account in case of abuse.
• The Rep in the store should see something and realize that something is not right when looking at my account. How can you be making changes to the account and not say anything about two previous months of hundreds of dollars of overages?
VERIZON's RESPONSE
Melissa on 4/16, Jack Reed on 5/27 and Michael on 5/28 at Verizon have stated:
• There is no way that Verizon can make a billing mistake on the account.
• There is no way that any technical glitch or error could have been made on the account. These billing systems and devices are perfect and infallible.
Verizon cannot tell me any details about the actual data, including
o Any IP addresses involved
o Any Protocols or ports, whether HTTP, FTP, DNS SMTP, etc on port 80, 443, 25 etc
o Whether the traffic was predominately incoming or outgoing
The Kicker
There was actually a finding where due to my requesting and paying $500 for a static IP address, the overage emails cannot be sent out any longer. They just figured that out on 5/28/14, even though I called about overages and not getting emails a month earlier. Due to this, they were willing to negotiate last month’s overage bill of $800, but not the current bill of $2500.
I recently ported my telephone number from Verizon Wireless to another provider within the billing cycle, yet was charged for service by Verizon Wireless for the full cycle ... in this case, 19 days of service that they did not provide (my new provider did). In response to an FCC complaint on the matter, Verizon Wireless stated that their terms and conditions allow them to do this. The amount of money was not much, but when multiplied by the number of customers who leave their service every year, it no doubt provides VZW with tens, if not hundreds, of millions of dollars in revenue for services that they did not even provide. Caveat emptor when dealing with a company that would engage in such a shady and despicable practice. And if you are porting your number away from them, do it at the end of your billing cycle, so they are not getting away with gouging you for service provided by your new company.
I have been trying to register for a 20% discount that I am entitled to through my new employer. Verizon has a dedicated portal for employment verification for employees like me who are entitled to a discount.
Every time I sign on and try to get verified for the discount -- and i mean e v e r y time -- the site has a message that says the system is currently unavailable. My options are then to try back later or to e-chat. So I have chatted with two representatives, neither of whom could complete my request -- the first one said his ""system"" was down, and the next said I had to contact the business department.
This company just wants to make is is hard as possible for you to get a discount that your employer has bargained for. I work for a corporation that employs 260,000 people, and you would think verizon would want to keep that kind of business by making this discount easily available.
Verizon is putting up every roadblock they can just so you'll give up instead pursuing the discount. Their customer service is the worst by far of any major company i have ever dealt with, and i should know...i am a customer service rep myself.
I use a Verizon MiFi device for internet service. The device is installed on only one computer and there are no other computers that connect to it. It is password protected. In April 2013, our internet data uage with Verizon suddenly doubled for absolutely no apparent reason, even though our computer usage pattern did not change at all from what it had been for the previous 4-5 years. (Our computer and data usage had been very consistent for previous several years.) I called Verizon to try to figure out what happened. They had no explanation but sold us on adding 2 more GB of data each month to our plan to make sure we didn't have usage overages.
From there, even though our computer usage still did not change, our data usage magically went up another additional 2 GB about every 2-3 months. In a year's time, even though our computer usage did not increase, we went from supposedly using less than 10 GB per month to using 16 GB per month and now we are getting warnings that we will exceed 16 GB this month.
My computer has a data usage monitor on it and it states that I use about 7.5 GB per month of data---which is consistent with what Verizon showed I used for th previous 4-5 years prior to it suddenly jumping in April 2013. Verizon ignores that fact and says my computer data monitor usage is not correct.
I have called Verizon and talked with them numerous times, trying to get to the bottom of what is going on. They still have no exlanation other than telling me I need to add more data usage--even though every time I add 2 more GB, I magically exceed 2 GB more even though my computer habits do not change. (I do not download videlos or watch movies on computer or do anything that would warrant anywhere near the data they say I use. I have had this confirmed by computer technicians. )
I would like to see Verizon come clean about data theft. I am on board to join anyone else who would like to take action to make this happen. I believe Verizon will continue this practice if they are not reported and an investigation is not launhed.
Until November of 2013 I felt as if I was a valued and loyal customer of Verizon Wireless. As we sold our company, I assume personal responsibility for our business phone in the Spring/Summer of 2013. If you look at the history on the account, we were clients for years.
In November of 2013, my phone broke, I was aware that my contract did not expire until March of 2014. In November I entered the store located in Hyannis Massachusetts in the K-Mart Plaza. It is a very nice brick and mortar store. My phone was unusable and I was prepared to buy a new phone. I work hard for a living, owning my own Irrigation Company and providing landscape services so I did, perhaps, not look particularly clean. It is what happens when you do what I do now for a living. After a very brief discussion with a sales associate (perhaps lasting up to two minutes) who informed me that ""your contract is not up until March so there is nothing that I can do for you,"" I believe I was immediately disqualified as a customer (in his eyes), due to my dress, and he moved off to help another, more well dressed, cleaner individual.
I left the store and sought out a new cell phone provider and shopped around. The next day I chose boost mobile as my new service provider as the monthly service charge was substantially larger and they managed to work out a discount for me on a Samsung Galaxy S4, which I purchased for $349.99....which is a very nice phone by the way. I am very happy with their coverage area and their customer service has been wonderful.
I will not pay the early termination fee as I feel I was immediately profiled by a member of your staff and my needs were ignored. I am giving you the opportunity to turn me into a former happy customer instead of the unhappy former customer that I am now. I have been offered to reinstate my service and have turned down the offer because I do not feel that I should pay your company another dime when I was treated, not as a customer, but as someone who needed your company. Customers don't need you, you need them. BTW, in my former profession I was a sales manager and performed needs based selling seminars. I know how to sell and believe that customer service is the ONLY way to ensure a sale and keep a customer. It costs more to bring in a new customer than it does to retain an old one.
Perhaps you can use this as a learning opportunity. I am going to post my story on Facebook and Linkedin on April 15th and am going to ensure that I share it with as many as my ex-employees at HSBC and my banking contacts at TD BankNorth, Citizens and Bank of America as I possibly can.
If you care about customer service. I invite you to rectify this issue. If not, I would rather let my account go to a collections agency and I will settle with them, after a year or two, for pennies on the dollar. That to me, is not important. I will not pay your company for your own failure to, at the very least, try to meet my needs.
I moved to Colorado in 2012 to a location that was fairly remote.
At the time I had Verizon wireless as my cell phone provider, but was experiencing problems receiving service in the area.
After inquiring with other people in the area learned that Verizon did in fact experience a ""Dead zone"" in the area.
I contacted Verizon tech support and reported the problem and they said they would send an engineer to check out the problem.Thinking I was doing them a favor told them it was not necessary since I already knew that the service was not avaliable there. They didn't inform me that if an engineer didn't check out the problem that I would be held liable for terminating the contract early, and consequently expected me to pay the remaining contract in full. I have spend hours trying to resolve this dispute to no avail and they insist that I am still liable.It has now been turned over to collections and is reflecting on my credit report as a deliquent account. I feel this is a fradulent charge and that Verizon has been totally un willing to work with me.
I in all honesty do nof feel I should be held liable for their lack of service.
I have been a customer of Verizon Wireless for over 10 years, with 5 phones on my plan. I have been paying for Unlimited Data on 4 of those phones since opening the account. When Verizon Wireless suspended the Unlimited Data plan, they grandfathered my 4 phones so that I could keep the Unlimited Data plan. Recently, I changed my phone to a basic model, thinking that I could get by with that. I decided to return it and reactivate my old smartphone. I asked the Verizon Corporate store in Glendora, CA to please reinstate my plan as it was before the change. It was told to me that this was Verizon Wireless' policy. They told me that they would.
The next bill I received showed that I still had the minimum 2Gb plan. Nothing had been changed. I then called the store and they said that they would change it. I then called Customer Service and they said that I had done the right thing in calling the store, and if I needed any help to call them back. I waited until I received the next bill and, again, there was no change.
I must also say that I am disabled. I do not drive and my medications made my moods change to the point that it was difficult to pursue things or to remember what I had done. I wrote as much as I could down and asked my family to call for me. When they did, Verizon Wireless told them that they could not talk with them as they were not the Primary Account Holder.
Over the next number of months, I called off and on due to my condition and asked for this to be resolved. I was unable to get anywhere with Customer Service. A couple of times, they even said it was my fault that it didn't get reinstated because I didn't ask for it to be reinstated. The fact was that I had done that more than once with no success.
After changing medications, I have my life back and I can now address these types of issues with the confidence that the side effects to the previous medications had taken away from me. I called Customer Service and requested the Unlimited Data plan that had been wrongly removed to be reinstated. They told me at first that it could not be reinstated because too much time had gone by. Then they said that their records only go back 6 months and that I would have to request this at the Verizon store.
I got a ride back to the Verizon store and they said that I would have to talk to Customer Service. Essentially, I now have different departments and business units within Verizon pointing their fingers at each other instead of putting their emphasis on fixing the customer's problem.
Since I could not get any assistance with either group, I sent an email to the person in charge of the West Region of Verizon Wireless. I received a call from a person in the Executive Relations department of the West Area. She told me that she had opened a case for me and requested someone to make a decision about this. She made no promises, but she did give me the impression that there wasn't much chance of this happening because too much time had gone by. I didn't realize that these issues had a Statute of Limitations on them.
Anyhow, she promised to get back to me no later than Wednesday, April 16 with their decision. April 16 came and went with no call. On April 22, I sent another email, this time to the President of Verizon Wireless, Mr. Daniel Mead, explaining the situation. The next day (today), I received a call from the person that promised to call me. She mentioned not only about the case that we had spoken about, but she also mentioned the letter that I had sent to Mr. Mead. She was not happy. She told me that there was nothing that Verizon Wireless could or would do about my situation, as too much time has passed. No other reasons were given. No 'can we do anything else to help rectify the situation, nothing!!'
I then sent off another letter to the President of Verizon Wireless and to the Chairman and CEO of Verizon about how I had been treated. I don't expect to hear anything. In the past, I have dealt with corporations as big, if not larger than Verizon, and have received nothing but wonderful customer service and, in two cases, them assigning a person to see the issue through to its completion.
Please reconsider using Verizon Wireless as your cellphone provider. They may have an outstanding infrastructure, but when you have an issue that must be taken to them to be solved, do you really want to be treated as a second or third class citizen, where even though you spend hundreds of dollars per month for their products and service, they won't even give you the time of day?
Here is one of my comments at Verizon Wireless Community Discussion site. This is just one of many i have placed at the site. Data overage charges is a highly complained about topic with Verizon. This comment below was held up for response by others until it can be approved by a moderator. I have never had this happen before and Verizon must have a good reason for not commenting or approving it to be posted.
The comment basically explains my frustration with Verizon regarding the use of a USB Modem device and a service contract. I hope people read this and understand what is happening to others and me with Verizon's service. Please reply if this is happening to you.
Comment and Questions directed to Verizon on 4/20/14:
Data overage charges seems to be a big issue these days with Verizon. It is troubling to read all the complaints without any reasonable explanation. Why is it that Verizon's customer are always surprised to witness this overage charge on their billing statement? Is Verizon using this overage charge to lock customers into a new contract or upgrade? We try to explain that our data usage pattern has not changed, only on our billing statement. Why does it always happen at a point where our accounts are changing or ending? Read the following very closely and answer the questions truthfully and maybe I will stop and listen.
Verizon convinced me to upgrade to a 4G plan and modem before my area even had 4G available. They said I would be only able to go online with 3G service until my area was upgraded to 4G. I was placed on the 5gb data plan with a $10.00 per gb overage charge. So it seemed Verizon was happy to upgrade me even though they knew I would not be able to take advantage of 4G for a period. I was fine with this till the problems started and Verizon's deceitful ways took over my account.
I was told that I would need to purchase a 4G USB modem device when they upgraded my plan to 4G. They offered a free 4G device (Verizon reconditioned USB Modem) with a 2yr. This reconditioned modem failed to work exactly two weeks after the warranty expired. Verizon basically said, ""Oh well, you well need to purchase a new device at full price."" I said, ""I wish I never switched from my 3G device to 4G."" Verizon said, "" You can have your 3G modem reinstated on YOUR EXISTING 4G PLAN WITHOUT CHANGES TO YOUR EXISTING PLAN.""
So my 3G device was reinstated and I received an email telling me only just that, ""Your 3G device was reinstated."" I came 1-2 gigabytes shy of using my 5Gb allowance for the remainder of my 2yr. contract. The last two months of my contract showed extreme data usage that exceeded my 5Gb allowance. Plus, that overage was charged at a different rate than stated on my contract ($10.00 per gb overage).
My question is why would Verizon fail to mention this to me when they reinstated my 3G device? Why does Verizon hide these changes in a document that is filed somewhere at the my Verizon site that no one even knows it exists? Why didn't Verizon offer to put me back on a 3G plan if that would of saved me the outrageous overage fees I was being charged? Why didn't Verizon say state that my fees would change if I used my old device, which by the way Verizon sold me previous to the defective 4G modem? Why would Verizon want anyone to pay $0.05 per mb for data overage charges?
It seems to me that Verizon had plenty to discuss with me before all of this transpired. What was the reason to hold back on properly informing your client of all available options? Did Verizon think they could lock me into a new 2yr. contract by charging me major overage data usage at the end of my 2yr. contract and blaming it on my 3G modem?
I say this because the first thing that was mentioned by a Verizon agent was that they recommended that I upgrade back to a 4G modem and my original plan. What? Do you take me for an idiot and follow the others you take advantage of to make money. Why would I be foolish enough to believe that you would not do it to me a second time.
Living in a rural area in NC, my Sprint phone would not work unless I drove into town. I drove there and called Verizon to find out if they had better coverage. The woman assured me they did, so I sent them $303.
When the phone arrived the coverage was worse than Sprint. I had to drive to town and use my Sprint phone to complain. I sent the phone back by Nov. 22 (the date to get a full refund) and had a signed return receipt that said a Mr. Rodriguez had signed for it on Nov. 22.
I waited until the middle of Dec. and called Verizon. They said I never returned it, so I gave them all the information of return date and signature.
In Jan. I got a bill for one month's service and early cancellation charges. They claimed I returned the phone on the date in Dec. that I called them to request my refund. Sprint never even ported over my number, so how could I have used their service.
Everytime I called I got the same excuse. ""You returned it in Dec."" I tried to talk to a supervisor, but they refuse to connect you.
They sent me a refund check for $88. which I refused to cash. That would have meant I was satisfied. In a later conversation with them, they said $88 was all I was going to get and since I waited so long, the check had expired and they weren't going to issue me another one.
Beware Verizon!!!
A group from a company called Midland Funding keeps trying to contact me regarding an account I have open with Verizon or had open. First and foremost, I never had an account open with Verizon, so if you let someone open an account in fraud in my name that is your fault, not mine. Second, this is ruining my credit report. The only company I ever had a contract with was Sprint, and all of my other phones have been prepaid. You need to start looking into things and protect the consumers identity before processing any transaction. You need to get this off of my credit report as soon as possible before legal action is taken.
I was going over my data limit on my phone plan of 4gb and Verizon sends me a message that I could upgrade my account to avoid the overage charges. I decide I want to do that and I follow the prompts on the website to increase my data usage to 10 gb. I am happy, Verizon is happy I am now obligated to spend more money monthly and Verizon will benefit.
Then I receive my bill and see that when I upgrade to 10 gb of data that my account was changed from my existing plan that allows me to make phone calls in Canada to a US only plan and since I work 5 days a week in Canada and call back home to Texas in the evenings I now have $540 in roaming charges in Canada. Holly Cow! Now I am upset!
I call Verizon and speak with a helpful Customer Representative. He says he can change the plan to a Canadian plan with the 10gb and post date it in a way that takes care of the $540 roaming charges. He even tells me what my new billing amount will be around $180. Let me reiterate the Verizon representative said “I will take care of this” Great! I am happy Verizon is happy I am spending 180 a month with Verizon.
I get a customer service survey call. I tell them I am happy and a bit surprised as I have had bad experiences in Verizon stores in the past but that this prompt attention is leading me to change my bad opinion of Verizon Customer Service
I am pleased enough to take my girlfriend in to a store and get her a new I phone and I add her to my account. Merry Christmas Verizon, even more business coming your way.
Then on December 1st I am looking online at my account and I see that the $540 in roaming charges have not been removed from my account. I call customer service and I am told that the credit had been put through but had been rejected by a Supervisor because I had used the online service to upgrade the account. If I had called Customer Service to make the change the credit would have stood but since I used the online service I am not eligible for a credit. GOTCHA!!! SUCKER!
Here is a loyal customer that spends lots of money with you guys and you entice me to using your on line service to buy additional service and when I do you are going to penalize me with $540 in roaming charges. I save you money by going online but if I had called a customer service rep instead then I would not be charged the roaming fees? Well I won’t ever use the online service again. I will call for everything.
Then there is the matter of communication. Your representative told me the $540 in charges would be taken care of and would not be a part of my new billing balance. He said nothing about requiring Supervisor approval. Then a Supervisor reverses that decision and no one contacts me about this? I only find out that Verizon is not keeping their promise when your greedy little hands pluck the money out of my bank account? Now after calling Verizon on 12/1 at 10:46 and promised a call back from Supervisor named Karen. It never happened.
This is unacceptable. It is a shame that this one Supervisor has reversed the positive customer service actions and building customer service reputation that Verizon was trying so hard to establish. Why are you guys so committed to pissing off customers who are trying to do more business with you?
"Verizon in Foley Al. sold me a Ipad in Feb. 2013. When it was sold to me I was not told if something happened to it they would not mail one out like they do phones. It would have to be mailed back and when they receive it they would mail a replacement. They knew when it was purchased that I was using it for my retail business. This will be the third Ipad in less than 1 yr. The first time it broke I had no way of running my retail business. I had to shut down for 5 days waiting on Verizon to send me a Ipad. They ease dropped on my phone call when when I was talking to my attorney, they sent me on a wild goose chase to the store, only to find out I could not get a replacement to run my retail business. One month later the Ipad breaks again! After taking to many people Jonathan had me talk to Michelle to trouble shoot. She told me to go to the store and promised the store would give me another Ipad. I get to the store in Foley Al. they say NO I have to pay $12.99 to have one shipped to me over night and I have 5 days to ship the broken one back or I would be charged. I received a empty box the next day to mail the broken one back but NO Ipad. To talk to a higher management person it takes up to 48 hrs for them to call you back. In the mean time I have no income for my family for my employees. I was talking to a manager Edna and she dedcided she did not want to talk to me about this issue so she put me off on AJ one of the other employees who would not let me talk back with Edna. The supervisors at the call center tells me to go buy another $500.00 Ipad and return it when I get my repaired one back. That is asking me to LIE to the Verizon stores. Verizon has a way of giving lie after lie to customers and then wants the customers to go to the stores and lie like they do. The training they are given from what I can see is to pass the problem from person to person and give one lie to cover another lie. When I asked for the phone number to the home office I was told by AJ that Verizon had no phone number to give me that all calls go to a switch board. Some of the people you talk to when you dial 611 will tell you they cant give their last name some will give last name. Some will say they cant tell you what location they are in others will tell you the city and state the call center is in. I was even told by one person that they were the highest authority person I could speak to. Apple should know the kind of people they have representing them. Liers, cheaters and people who do not know anything about their products! I was told by some of the support group that they thought I could return it to the store since it was only 10 mos. since I purchased it. They did not even know it had to be shipped back. So how much knowledge does Verizon have with the Apple products? NONE!
Well i recently transferred over to verizon wirless from another cell phone company, i have two cell phone numbers and went into the store to have one account with two phone numbers the clerk charged me $225 dollar deposit for each phone which was $500 total just for a deposit, after everything was done it took 2 days for one of the numbers to port over, finally both numbers were ported over, then i started having issues right off the bat with the phone, i could not view my bill on the cell phone like i should have been able to, then while i had the woman with verizon on the phone for this issue i asked her if both numbers were on same account she said yes. i find out a couple days later that they were not on the same account and thats why i had to pay the additional $225 deposit, i would have only had to pay the $225 for the one account if the clerk would have done his job. now they tell me it will take 3 months or more for me to get the depsoits back, i can understand having to wait to get one of the deposits back, but the other depsoit was there fault so there is not reason i should have to wait for it, but anyways i was on the phone with the lady for her to troubles shoot my phone and while she had me on there she said i need a memor card which was over $50 so i went ahead and got it, well it came in the mail and i got on line to see what the price was and it was like only $10 , and they charged me $50 what a big rip of that is... I looked on there return policy and it says there is a $30 restock fee, are you freaking kidding me, another rip off, so now i am stuck with with a memory card i dont even need, i had her on the phone to fix my phone not try to sell me something i do not need.
I ave been a Verizon Wireless customer for 5 years and have used them for my Apple phone. i was told good idea to get
insurance for lost, stolen , broken phones and it was $10.00 a month
Fast forward 5 years and brought phone in for repair. I was told that phone must be sent to insurance company along with a check for $160.00 for the deductable what deductable I asked and was told I was silly not to think there was a deductable. I was very close to na Apple Store and went in to price new phone and my broken phone as a trade in.
The cost was $288. so lets see $160 deductabe $120.00 for cost of insurance yearly that make there insurance cost foolish and a rip off
Gary Blei