JASPER, TEXAS -- (Note: You cut off my service beginning of December, approx. the 10th I believe, but you continue to bill me!) I am extremely astonished at the way Verizon continues to harass and attempt to extort me. As it appears there is no resolution in sight, as it appears the situation is escalating, and as Verizon fundamentally and cynically does not care about its customers, I am documenting my grievances.
It appears now more likely than ever that this matter will escalate into a lawsuit from me against three parties, to wit: A) Verizon, B) your appointed agent, “Mobile Destination”, C) the MD Retail Sales Manager, ** at **, Jasper, TX, 75951. I therefore raise for your records and mine these aspects of what is becoming something of an Olympian farce.
I had ongoing problems with Wi-Fi charges and service from Verizon. Previously I never paid more than $100 a month for Internet service from your competitors. The Verizon charges were through the roof. Low earth orbit, in fact. I was initially told by staff at the Mobile Destination office at **, TX 75951 that a data package of 10 GB was enough for most people. It was not. I was getting overage charges. After a while, I was advised 20 GB should be enough. Time went by. It was not. I was getting overage charges. I was advised to check with technical services.
I spoke on the phone numerous times with the service desk. They were seemingly sympathetic, but never called me back. A waste of time, as far as I could see. I was back and forth to the shop at **, TX. There I would spend time waiting, and then the assistants, all of whom were pleasant, with the exception of **, would dial up the account, do things I did not understand on their computer screens, wait for connections (they were always complaining about how slow their connection speed was) (in your agent's shop?) and, in the end, advise me to call technical support, or up my data plan.
In this way, I ended up at a 30 GB data plan for Wi-Fi. More, and more expensive! 10GB will be enough… 20 GB will be enough… 30GB will be enough…. And STILL the overage charges kept coming in. Sometimes the emails were timed 19 and 20 minutes apart. 2 GB in 19 or 20 minutes? Some expensive Wi-Fi. I was now being told by one of the ladies there, that my Internet charges exceeded costs being incurred by many local businesses. Something had to be wrong.
On November 19, I went into the shop again, and it looked like I was going to have to raise my package once AGAIN. From 30 GB up to the next level. It was now becoming outrageously expensive. I asked for the Manager, because I wanted to seriously get to the bottom of what was going on. Several of the assistants had asked me if somebody might have my password, and be using my account, because the charges were so high.
This interview with ** on November 19, 2015, I will now describe. It was simply unhinged. Off the wall. I am a 64 year old gentleman, soft spoken, I don't shout, raise my voice, or wave my fists. I am a published author, I read and write voraciously, and I am capable of expressing myself quietly and fluently. I have no urge or inclination to compensate for poor education or poor language skills, by using loud, obscene or threatening language.
** is an unsmiling, un-charming, cold person, who simply does not listen. She has a pre-rehearsed speech in her (limited) repertoire, and it seems she is well used to falling back on this speech. I suspect she uses it a lot. Barely had I walked across, smiled, and spoken ONE sentence about the continuous problems that I was having, then she just hit the nuclear trigger.
I was treated, to my astonishment, to a 4 to 5 minute hysterical tirade, quite unhinged, delivered at decibels, audible around the shop, with other customers present. Playing to the gallery, as it were. I was asked how dare I come in there, shouting and screaming (which I wasn't), how dare I come in there abusing the staff (which I wasn't), how dare I… etc, etc.
We were standing. Her outburst occurred within seconds. I sat down, calmly. Most persons would have interpreted this as a signal that I wished a calm discussion. A person wishing only confrontation would have remained standing. I wished to de-escalate the situation. No dice. **, glaring and angry, remained standing. And ranting. Instantly angry.
Eventually, there was a pause. Phew. All I managed to say quietly was something along the lines of: “Can I say something now…?” And off she went again. Virtually the same tirade as described above. She was now looking very foolish, because clearly, I was not playing the role I was supposed to play. To wit, become angry. I was very calm. Disgusted, but calm.
This bizarre, not even rational cycle repeated five or six times. She would rant on about ‘how dare I come in there, shouting and swearing' (when I wasn't), carry on for five minutes, playing to the gallery (other staff and customers in the shop), and glare furiously at me. I got the impression the lady had some serious issues. I worked in Law Enforcement, and I know how to conduct myself faced with such hysteria. Stay calm.
The situation was ludicrous. We had now gone down the same road at least a half dozen times. I would speak one sentence (“Can I say something now….?”) and ** would trip off on her (customary?) speech. It was now obvious that rational communication was not going to be achieved. I said I would like to speak to her supervisor, and I requested that person's name and telephone number. At that, she became clearly furious, and her face went dark. She spoke a name furiously, which was unintelligible.
No phone number. I said I did not catch the name, could she repeat the name, and give me a phone number. Her reply was that she would get her supervisor to call me. That was not acceptable, but that could be anybody calling, her boyfriend or husband, or whoever. I repeated my request. She repeated that she would get her supervisor to call me.
I decided we were getting nowhere. I saw her visiting card facing me, in a plastic tray. The way you do, when you want customers to take a free card. There is a whole stack of them, facing the “customer”. A droll concept apparently, that ** does not understand. I took one. Big mistake.
She immediately screamed that she wanted her card back. That is was HER card. I was holding it in my hand, and she literally endeavored to reach over and SNATCH the card out of my grip. I slid it quickly in my back pocket. I stayed calm, and assessed. I transported prisoners and high risk felons for years. I sensed the possibility of an assault. She seemed to serious struggle with maintaining her self control. She is a much younger woman, maybe thirty years younger than I (I am 64) and such an assault would have been a serious event, to put it mildly.
I said I wished to speak to her supervisor. To my astonishment (if that were possible, after what I had witnessed so far, she then went off on a rant, and shouted that if I mentioned her name anywhere, she would sue me personally, and take everything I owned, and leave me (sic) “sleeping under a bridge”. She was obviously pleased with that speech, because, for emphasis, it was repeated to me multiple times. The “bridge thing” appears to be a cornerstone of her thinking. Apparently, she “knows a good lawyer”. She may need one.
I was then (high decibels) ORDERED OUT OF THE SHOP. It seemed pointless to stay. I left. I was thus unable to arrange a yet higher rate plan, 40GB I guess, which would have dramatically reduced the overage charges. (cycle ended 23 November) I was there in good time, 4 days before the end of the cycle. I have explained this to various Verizon reps. Yes, I can do that on the Internet, but having spoken to Verizon reps, and the whole charging system being under investigation (so I was told) I thought that was in hand. Apparently not. Pay up, Mister.
I have now explained to a veritable phalanx of “very concerned” Verizon representatives, my concerns. Nothing has been done to address my grievances. The only thing that continues is attempts to collect debt. Total current charges due by December 17 were $553.39 for ONE MONTH. I hardly used the telephone. Most of that is Wi-Fi. Clearly, something is wrong. During that time I started going to the Jasper Public library quite a few times, to use their Wi-Fi for free. No difference. Still charges occurring. There was balance forward due of $370. Combined, this bill dated October 23 – Nov 22 shows accumulated $923.48.
I then spoke by phone to multiple Verizon representatives. That time wasting continues to this day. Some of those calls were an hour long. The Verizon system does not allow full names, or call back phone and extension numbers. Thus you have a great big long call with “Vicky” or “Kyona” or “Randy” (over an hour that one) or “Mirabelle” (sweet lady), but you cannot call them back. It's all recorded, with my permission, so anybody at Verizon that truly (truly) wanted to investigate this Monty Python style farce would be able to do so.
I described what I describe above in writing, multiple times. We went over the accounts. I never paid more than $100 for Wi-Fi per month. Since Verizon cut off service approx. December 10th, I have a different telephone service, and a different Internet provider. They charge me $65 for unlimited, and I have BETTER SERVICE. Why should I pay $350 to $553.39 a month for Wi-Fi? Something is clearly wrong.
The degree of heartlessness and callous indifference of Verizon is revealed to me in a number of ways. I had a stroke beginning of December. I have been quite ill. I spoke to Mister ** (for over an hour) who said the problem was that “Mobile Destination” was an agent. These are not Verizon employees. Verizon has little oversight or clout. My input: How, as a customer, do I know that? That's not my problem. I'm paying Verizon. I'm lost how this is in any way a valid excuse.
I said to Mr ** that I had been 4 days in ICU with a stroke. That I needed my phone, for emergency use, because I live on my own. I said (it's on tape) that I would like to resolve this issue, that I was willing to work out a compromise, that I would negotiate and make a part payment, but that I was anxious not to have my telephone cut off. He assured me he had made notes on the file, and THAT WOULD NOT HAPPEN. He understood. Two days later, Verizon cut off my phone! My input: “Nice.”
After all these phone calls, the last call I had was some truly aggressive lady in Verizon debt collection, who interrupted me rudely every few seconds. At that stage, I realized I was wasting my breath. On 1/22/2016 I received an email, telling me my charges are now $1,298.20. Charges continue to occur? You cut off my service beginning of December, despite promising not to do so, and I have a different telephone company, a different Internet provider since then, but, by Jiminy, you are still charging me?
The only thing I can see there, is those phantom charges from beginning of December up to now show DATA, then that CLEARLY demonstrates that, all along, SOMETHING WAS WRONG. Conclusion: I have now written 2,000 words, spent several hours on this, and I realize I could go on. I should mention that I told ** I wished to speak to her supervisor (no response) and I told multiple Verizon staff that I wished to speak to somebody in the chain of command at Mobile Destination. No response.
I suspect that this will expand into a lawsuit. It seems the only way to bring to an end a farce of truly epic proportions. Finally, I shall mention that ** is a morbidly obese, large black woman. And comes across as poorly educated, with a humongous chip on her shoulder. That should not have anything to do with it. But I suspect it does. I suspect she has a history of stamping her foot, squawking, and getting away with murder. Because nobody in her chain of command, or Verizon's chain of command, has the bottle to stomp on outrageous treatment of customers, REGARDLESS of anything else.
I remain willing to negotiate a fair compromise settlement. But I suspect Verizon will just keep billing for a non-existent phantom service, make platitudes, obfuscate, and eventually, we will have to sue. That will include my emotional distress.
Haven't had your service for not even 1 week. You left a cable running all over my front and backyard that was supposed to be buried upon installation of services. Been told different stories that you are coming to bury it. First was Friday, then Saturday, was told you will be here today Monday by 9:00 AM. It's 12:35 PM and nothing.
Called the contractor that is supposedly doing this job earlier and was told that was on his way. An hour later, still nothing. Called him again and said that was 5 minutes away. Nothing yet. Called Verizon customer service and was told that there is no buried cable job scheduled until the 15th. This is the first time I hear about this.
You have been lying and changing different stories each time. First time having your service and regretting having it. I signed a 2-year contract with you. Have until 14th days to cancel service with you without penalty. Right now if nothing gets fixed, I will be canceling your service and you will be refunding everything because I will be owing you $0 after all of this!
I will also be posting on my opinion everywhere online that I can find about my experience with you and letting people know about the type of service you provide and that you don't care so this way they beware of doing business with you.
TRENTON, NEW JERSEY -- After years of paying what I felt was an overpriced bill on time and in full… I grew tired of paying a price that was more along the lines of a car payment than a cable-satellite bill. I had an agreement to pay $144 a month (not including extras) and ended up paying in excess of $250 a month every month. I mostly paid in full and on time, but occasionally fell behind but ultimately always paid them. I attempted to negotiate a better, more affordable deal for someone on a fixed income like myself, and was basically told that “If I didn't like it I could hit the road and find another provider.”
I've heard countless stories about people threatening to leave Verizon or employing various other negotiation tactics successfully… but in my case it just seemed even though I was a loyal customer my business was not valued at all. I should also note that my paying the bill on time and in full in the past meant absolutely nothing to them those times I fell behind. Starting with the day the payment was due I was hounded and harassed relentlessly and often threatened with suspension of service.
One time I scheduled a payment for that day for the full amount owed and some of the next months charges and was still shut off until it processed. It seems like they are “nice” to people to get them to sign up and around the time that their agreements are nearly up to get them to resign and then basically treat them like garbage the rest of the time. I have the right mind to not renew again and jump ship when the agreement ends if not before.
FLORIDA -- Last month I received my Verizon bill. It indicated that I had a missed payment and also a $7 late charge. I paid the correct amount (minus the missed payment and the $7 late fee) as I had paid the last bill online prior to the due date. On May 26 I received an automated message that my bill was not paid and was late. On May 27 I called Verizon and confirmed with them that all payments had been paid and on time. The representative told me that she corrected their records and said I had a zero balance.
On June 2 I received another call, not automated, from Verizon representative saying that I had a previous balance overdue in the amount of $103.52. I told her that her information was incorrect and she got "snippy" and said I had to talk to billing. After waiting on the phone for over ten minutes, I explained to this representative that I did not owe anything and she agreed that I had a zero balance.
I asked why I had received the phone call that day telling me that I had a substantial balance. Her only answer was that she told the other representative that I did not owe anything. This is not the first foul up I have had to straighten out with this company. The right hand has no idea what the left hand is doing!
VIRGINIA -- 3 PHONES THAT DID NOT WORK. Refused to send new phone. Dropped calls w/ 4G LTE. Phone had no functionality, i.e. contacts, phone, messaging would not open. Spoke to Elisha (Supervisor), Jeremy (Tech Support), Zack (Tech Support), Brittany (Customer Service), none of whom were helpful or offered any solutions that made sense. HORRIBLE. HORRIBLE. HORRIBLE.
EUGENE, OKLAHOMA -- Unwilling to reinstate automatic payment after they undid it on their end. Five months of calling, going through the same process to reset automatic payment. Being called a liar on the sixth time calling and still left without auto pay. Approximately $600 To $800 in fees I had to pay extra. Finally did reinstate and I had enough of their crap. Canceled even though it is going to cost me money.
MASSACHUSETTS -- There was a reason we dumped this company a few years ago. I called them just to inquire about cable services. Could not get past a guy who would not stop asking questions about our personal information. All I wanted was to find out about a plan and compare to Comcast. I finally hung up. Boy, does that company suck!
FORT LAUDERDALE, FLORIDA -- I called my friend's family many times - Can't get through to them. Verizon Network is no good. I am on the beach in Fort Lauderdale Florida Metropolitan area big city for the most part and had metro PCS for 12 years - switched to Verizon this year. My first two months I want to get out of my contract and go back to Metro. What was I thinking?