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Verizon-The Black Hole of Customer Service
Posted by Little2 on 03/10/2010
HYANNIS, MASSACHUSETTS -- My complaints w/Verizon are legendary w/my friends & family. It took me 2 yrs of calling to get the matter straightened out. I finally got to the point where I would ask the person to whom I was speaking, "This is not a trick question but, Why is Verizon in business?" No one ever gave the right answer which is, "To facilitate communication." Period. Anyone who has had a problem knows that to communicate w/Verizon is like going to hell! Every time I spoke to a CS rep, I was assured that problem was solved & then I would get a bill 2-3x what I expected. I cancelled my Internet service & they had the gall to charge me for that even tho I'd had the service for years. They had told me in several calls that my monthly rate was $29.99 per month. Every month I was getting a bill for $49.00 since they added services I never ordered. I cancelled the service & went back to Com-cast, for $24.99 per month, & have not had a problem in a year. The the cell phone billing problems went beyond belief which I tried to clear up for about 2 yrs. Finally, I got it straightened out but I'm still furious. Much as I hate them, Verizon is, unfortunately for me, the most reliable service where I live.

I am living for the day when I can get another cell phone service w/the same kind of quality as Verizon. When that day comes, I will cancel Verizon cell service asap. I have a good friend who is now going thru the same hell w/Verizon re her bill.

She has my sympathy as does everyone who has tried to deal w/a bill problem. Verizon should be reported for their lack of customer service.

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$900 in Charges After Repeated Attempts to Avoid Them
Posted by Srb31513 on 01/08/2014
$750 for 30 brief calls!?!
$750 for 30 brief calls!?!
LOS ANGELES, CALIFORNIA -- First I would like to mention that at age of 37, this is the first time I am resorting to posting a negative online review. Second I would like to mention that none of the following can be held against Verizon representatives who have been professional and polite in every one of the conversations I've had with them over last several months. Unfortunately whatever policies they have been instructed to follow resulted in an astronomical bill, despite independent efforts by me and my wife to avoid the charges:

Prior to leaving for an international trip I contact Verizon to enable an appropriate plan that would allow me to make calls while abroad. I was told these would be $0.30 or something close to this figure (0.32-0.37). I also requested to have data access available and was quoted correct usage fees. Independently (an without me knowing) my wife called Verizon to make sure international charges were sound and correct plan was in place.

In addition to this, I brought with me and used another international phone from another provider that I have been using for past 7 years while traveling (one that I know from experience has a reasonable minute rate) to minimize Verizon usage and avoid any surprises. With an assumption that minute rate with Verizon would be somewhere in the $0.30-$0.40 neighborhood I did spend about 2 hours of talk time over a course of 3-4 weeks. I came back to find that the rate I was charged was actually $2.29 per minute. I was also charged for "International Value Plan", Roaming Minutes, and non-essential Verizon texts (only few of which actually appeared on the phone). I was also charged $200 for data usage, which was my mistake because I left the phone connected to laptop and automatic updates ran without me knowing. The net result was a $900 bill.

Verizon representative claimed that a text was sent to me (internationally) advising me of the minute rate, which was NOT the case. How is it that 2 educated people with very clear intent to avoid these charges, call Verizon, explain to two different Verizon representative the intended use of the phone and are still charged absurd fees? Why was mention of the minute rate specifically avoided by both representatives when destination country and travel dates were discussed.

After speaking with representatives I was offered an option to establish a repayment plan. I decided to take this route since, unfortunately, I am still under contract for one year and switching carriers with a $500 phone would not make sense financially. After being transferred to a representative, I made a $300 payment and requested that the remainder of the balance be added to future 2-3 monthly payments. The representative had no issue accepting my payment. One week later I received an automated message from Verizon, requesting immediate payment for $500+ to prevent service interruption. I run a small business and had no other option but to comply.

After checking the web I have come across many similar stories, and I find it unfortunate that Verizon chooses to conduct their business in this fashion, and that it has failed spectacularly to set fee expectations, and neglected to deliver on a promised fee arrangement. I would NOT recommend Verizon to anyone.
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Posted by Brian on 2014-02-07:
With all that pre-trip work you did, I'm surprised that after a couple of calls you didn't check your account online to see what you were being charged. It's always cheaper to get a local throwaway phone in the country you're visiting.
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Verizon Refuses to Give Me a Working Phone
Posted by Wmuboy on 12/06/2012
BASKING RIDGE, NEW JERSEY -- I bought an iPhone 5 and car charger from Verizon Wireless. The cable for the iPhone would not fit in the car charger, so I returned the charger. A week later, the keyboard on my iPhone would not work. Verizon billed my credit card for the new iPhone. I sent the old one back to them. When they received it, they credited my card. But, I had still not received the credit for the car charger. I called Verizon and they said they would “try” to get the issue resolved. I ended up talking to their executive customer service department and still had to hassle with them. In the end, after a week of feuding with them, they finally credited my card.

With the first iPhone 5, I could easily drag and drop files easily from “My Computer” on my computer to the storage folder of my iPhone. On the second iPhone they sent me, I could not do this. It kept giving me a void sign. I called Verizon technical support, but they could not figure out what to do. I called Apple technical support. After a very long time on the phone, the Apple agent said she would e-mail me later. Right after we got off the phone, she e-mailed me saying, “Hi, here is your case number for your call today. I have checked with my senior adviser and was told that when you upload the pictures to the computer you can then drag and drop. but the new version of itunes and Icloud will not allow you to drag and drop.” My issue has nothing to do with itunes or icloud at all! I do not want to sync my data. I just want to drag and drop a few files.

I called Verizon again. They said they’d send me a new phone. She said their system showed the first iPhone had not been returned yet (even though she confirmed that it had been returned). She said to wait a few days for their computer to allow them to send me a new phone. I said I wasn't willing to wait. She said she would call me back the next day, which she did not do.

I contacted Verizon’s executive customer service. The agent, Jeff, said they would make an “exception” and send me out a new phone. How is sending me what I paid for—a working iPhone 5—making an exception? He said they would just need my credit card number. I refused to provide it after all of the hassle to get them to credit me for a simple car charger.

I e-mailed Apple again about the defect. Their response was to simply provide a link to the product manual. So, if you contact Apple about a defective product, their response is to give you the manual and send you on your way.

After Verizon and Apple’s lack of service, I do not feel comfortable being locked in with a two-year agreement. I should be charging Verizon $20/hour for my time!

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Posted by At Your Service on 2012-12-06:
I can appreciate the frustration.

To me, it sounds like the charger problem was something between you and the 'Verizon' store you made the accessory purchase through.

The secondary problem was with your iPhone. They seemed to take good care of you through the exchange process and got you a new, working iPhone. Your anger was that it wasn't syncing with your system's drivers like your original one was. This can be that the driver to sync the phone is set up for only one phone and that phone is strictly the original phone it was synced to.

It might very well help to hire someone more comfortable with the OS you're using to assist you with re-establishing this connection.

I can appreciate the fact that they need your credit card to assure an exchange is accomplished properly. This is a common procedure and just makes it that much more important that you document the return of each phone accordingly. If you are unwilling to provide them with said account, I can't say I blame them for not providing another exchange.

Like it or not, the agreement is signed and even though you may not feel comfortable, it means being locked into the agreement.

Best of luck.
Posted by Dukemom on 2012-12-07:
iPhones are designed to sync with iTunes. If you try and work around that you're always going to be disappointed. You might be happier with an Android product.
Posted by C M F on 2013-02-19:
I had a similar problem with Verizon and it was definitely on Verizon's end. I purchased a Samsun Stratosphere from an actual Verizon store and activated it at that time and signed all the paperwork. Then, Verizon charged me a huge equipment fee and said it was because I had not activated the phone? I had to prove to them that I had electronically signed their activation contract before they would remove the charge. Then, within three months, the LCD screen went out. They sent me a certified (refurbished) phone that did not work as a replacement - it would not charge. It was returned the day after it was received. They then sent a second replacement phone that would freeze and that could only be charged if it was propped at a 45 degree angle. They confirmed that they had received both the original phone and the first replacement phone but then tried to charge me for one phone -- it took months to get this corrected even though six or seven people promised the credit would be on my account, "the next day." I eventually had to buy my daughter a new phone with an early upgrade from another line because I could not get Verizon to send a me a working replacement even though we were only a few months into the contract. Now I need a new phone for my youngest daughter as her phone has quit working and when I asked for an early upgrade (only four months) as I had to use my upgrade to replace the phone that was still under warranty, they could not have cared less... I spent hours, days, and months of my life working to get the issues with the Stratosphere resolved. They even tried to charge me $12.99 shipping for the second replacement phone months after the fact!

Prior to these issues, Verizon charged me for phones I had not purchased (I purchased one iPhone and they charged for multiple), etc. Stupid me, I keep giving them more opportunities to treat me shabbily and to screw up my account. Well, I have finally learned my lesson. As each of my lines come up for renewal they are moving on to another, hopefully, more accurate and customer-oriented carrier -- can't be any worse, right?

P.S. Don't get me started on the "new and increased" Verizon fees they keep slipping into my billing!
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Billing nightmares
Posted by Bright01 on 04/05/2011
PENNSYLVANIA -- Ok let me begin at the beginning. We bought into the FiOS frenzy in August. Our representative who came to the house stated we can bundle your package and come in lower than Direct TV. I was paying 139.99 for DTV my bill for VZ should have been 129.99 for triple play. NOT..Every month I have to call for an adjustment to my account. The nightmare started in January of 2011. I paid my bill in January, they claimed they never received my payment, low and behold they credited my old telephone account. Duh. Here comes February, I did not pay the bill, as I was told to see if my credits would hit, they did not. Of course, this is the way it goes. March first at 4:30 in the morning, I made a payment over the telephone for 371.97. Ok so I thought I was done. NOT, again they kicked me when I was down. On March 4th they shut my entire service off for non payment. When I called them from my office they stated they see the confirm number of the payment I made on the first, but can not locate the funds. WTF? Service representative stated if you want your service you will have to pay again and call back for a credit, OMG are they serious, I am not rich, I work for a living. 4 hours 17 reps later, I was told there was nothing they could do, as they could not locate the funds. I told them please check my old account as it has been credited there in the past. They told me that the number on that account was inactive, duh they shut it off that morning. So, in the end, I had to make another payment. No food for the kids that week. I mad the payment and decided to check my account at my bank, wel there was the debit from Verizon. I called back and spoke to another person / representative and was told, that was for the payment that you made this morning. No, I told her, if that was the case, why was the debit yesterday. This representative hung up on me, so I called back and asked for payment arrangements, the person here did indeed help me, but we are not done yet. This person said they would mail me out a check, which they did. I cashed it like any normal person would. Here's the catch:

My bill for April just showed up on my computer, I now owe 470.00 to Verizon. They want the money back that they refunded me. They stated that the check was sent to me in error as I had a balance on my account. Of course I had a balance on my account, they can not get the billing correct to save their lives. So I had to call again today, I spoke to a Mrs. Brown. She said she noted the account heavily that there is not to be a charge for the money that was sent back to me, then she had to remove not 1 but all three reconnect fees of 139.99, WTF. Just got a call from Verizon to please contact them regarding when I am going to pay the 470.00 OMG can I pull my hair out now. The people there really need to start giving confirmation numbers or reference numbers, are we to believe just because they say it is correct now that their word is good as gold. People beware of Verizon billing, its the stuff nightmares are made of.

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Posted by tnchuck100 on 2011-04-05:
That is probably one of the worst complaints I have seen about Verizon billing.

What I would like to know is why you still have an account with them.

Had it been me on the second unresolved screw up they would have lost the account and would never see another penny. A mistake can be tolerated if it is fixed properly. Failing that they lose all.
Posted by evelyn on 2011-05-28:
I'm having the same problem with being over billed by verizon, so are hundreds of other people, does anyone know of a class action suit we can join or even start one, they are getting rich off of breaking our contract deal, I think we the people should have some rights in this grand rip off!
Posted by Modeni on 2011-09-22:
If you have any information that you believe might assist the law firm in this consumer class action contact Jacquelyn Phlegar at 805-962-9495. Email: fb@foleybezek.com
I saw this and think they are opening lawsuits for Verizon Fios they already have 2 open for phone. I think the bill contracts not being honored shld be next.
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Verizon is Anti-Military
Posted by Danabennett13 on 11/06/2013
LEESVILLE, LOUISIANA -- Verizon is obviously anti-military. My story, as I am learning is just one of many horror stories the military has faced upon dealing with Verizon. How frustrating that our soldiers work so hard to fight for our country, to be forced to deal with businesses that have no appreciation for them whatsoever.

We are really shocked at how we have been treated throughout this whole ordeal. We have been Verizon customers since before they were Verizon (back when they were still Alltel). I had always enjoyed my services with them and as a result extended my services with them to include home phone and cable when we lived in an area that provided such. We had always had our account set up for automatic payment because we were aware of the amount and found this feature to be convenient. In the 11 years with our service with them, we were never late on any bill.

In early August 2013, we were stationed in Fort Polk, Louisiana. Upon our arrival with our 3 children one of which was our 2 month preemie, we quickly realized our wireless service did not work in this area. On August 5th, 2013, I contacted Verizon and ask what were my options. They explained that they were aware of the situation in our area and had no problem releasing us from our contract with no early termination fees (ETF), due to the circumstances. The representative even explained how to port my number over to another carrier, so that my number of 11 years wouldn't have to change. I was very happy with the outcome and even surprised with how helpful they were. The representative I spoke with, even sent his Verizon email, claiming should I have "any" problems, to contact him and he would make sure they were resolved. We received no further correspondence from Verizon.

On September 7th, 2013, Verizon deducted $561 out of my account. We called them immediately, I was told there were no notes of our being military and that I had cancelled my contract therefore was subject to early termination fees. Over the course of the following two weeks, I spoke to around 10-15 different representatives. I was required to send in military documentation and address confirmation, I had to fax, forward, call etc. During those 1st two weeks I spent more than 20 hours on the phone with Verizon, sometimes on hold, sometimes dealing with representatives that had no interest in helping resolve the situation. I spoke to one representative that told me point blank, it was my own fault for not stopping the automatic payment, and didn't I get a bill". I explained that after my number was ported over to a local carrier, Verizon closed my account therefore rendering me unable to access my online billing account, therefore I had no idea this would happen. I also ask him, if I had stopped automatic billing how would that have stopped Verizon from claiming I owed something, that I obviously do not.

One representative refused to listen to me speak and would even claim that she couldn't hear me when I spoke, but her line miraculously cleared whenever she wanted to speak. I tried contacting the original representative, the one that had left the email. After almost a full week, he finally wrote back with some excuse about being on vacation and that he would forward to his supervisor. Finally, after weeks of phone calls, I was told they had verified that in fact I was military and lived in a location without service, therefore they would refund my money in 4-6 weeks! I explained to them this simply wasn't acceptable, they had taken our housing payment. We had just moved to the area and while awaiting housing had to live in a motel for a month and a half with three children, our account was dangerously low, when Verizon cleaned us out. We were scheduled to move into our home September 10th. We were forced to sale some of our household goods to make ends meet, while we awaited the return of "our" money from Verizon.

Now today, is November 6th, 2013, we are 3 months into this ordeal with one day shy of being 2 months that Verizon still has our money. To date I have spoken to somewhere between 30-40 representatives and have probably logged more than 100 hours on the telephone, being transferred to representatives, between departments, everyone passing the buck and no real resolution. On October 10th, 2013, Verizon claims to have deposited $500 of the $561 back into my account, they told me to expect it within 24-72 hours, days passed and nothing. I called again and again, each time I was given a new time when it would magically appear into my account. Once a customer service representative did say that she could see that it had "not" processed because it was not submitted correctly, so I was then transferred back to financial services who claimed they did not see the error and it in fact was in my bank. I have contacted my bank and they have no information and or money from Verizon whatsoever. Finally I was told that it could take 3-15 "business" days to show in my account, because "some banks take longer", therefore making the deadline, November 1st,2013. No surprises it still isn't there. I called again on November 1st, 2013, were I was told they had in fact found the mistake in paperwork again, and in fact it had "never" been submitted, but it had been corrected and to expect our money within 24-72 hours. There again, today is November 6th, 2013 and still no money. I have spent yet "another" hour and a half on the phone with Verizon, it has been "escalated" again, now I am being told that I may receive my money in 4-6 weeks once it goes through accounts payable.

I am flabbergasted. I have gotten angry, cried, been patient and a host of other emotions all behind Verizon stealing money that wasn't theirs. We like most American families are trying to make ends meet, our preemie child, requires more financial care than the average baby, for obvious reasons. That situation alone is very stressful on our family, being a military family can be stressful, moving, uprooting our lives and having my husband deploy or being sent out on missions, all of it stressful, yet we have companies such as Verizon who with no care, compassion or gratitude for our situations, treats their customers this way. Now the holidays are upon us and there is no end in sight as to when we will actually have our own money back. The money my husband spent months away from his family and traveled to foreign lands, to fight for our rights as Americans to be treated fair and justly, and this is the treatment we have received from Verizon.
Years of customer loyalty, and this is the end result. Hopefully, eventually, with God's grace we will have our own money back, but the real loss is the hours spent fighting for what was rightfully ours all along, could have been spent with my baby boy that was born 10 weeks too early and had to spend six of those in neonatal intensive care. That they can never repay.

The sad truth is after sharing my story with other military families, I have learned our story is far from original. Apparently, Verizon has a reputation for not caring for their military families. I will certainly do my part to share our story to hopefully prevent others from dealing with such a terrible company.
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Posted by Weedwhacked on 2013-11-09:
Being greedy to please their shareholders is not the same as being anti-military. They would have done this to anybody. Should only military customers be allowed to get out of their contracts without a fee? What about everyone else?
Posted by Paul on 2013-11-09:
Verizon has a bad reputation for dealing with *any* customer - military or not. I don't see why the military part has a bearing - I am a Verizon customer, and I expect the same customer service as anyone else.
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Ripped off by Verizon/Direct TV special
Posted by FedUptwo on 02/08/2010
I fell for Verizon's 3 bundle for $99.99 per month, it didn't take long before I got unbundled and my first bills were Verizon:$138, DirectTV $58.
I immediately discontinued the services. DirectTV had originally drew $200 against my credit card, they labeled it Credit Check (my credit is blocked so I don't understand how they could check it.) then after I discontinued my service because it wasn't what I agreed to they hit my credit card for $545. So for two weeks of service DirectTV charged me $745.
and Verizon billed me $138. I have not paid Verizon yet and still waiting to see what happens with them. Local channel 8 here in the Tampa, FL area is to have a spot on the evening news at 6 PM tonight with another custumer that was taken by DirectTV. I had a customer in my office a couple of days ago and I mentioned DirectTV, she told me about here problems with them, and according to a spot on TV she was told to read the fine print.
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Posted by Backlash2 on 2010-04-28:
I fell for the $99 deal too only mine was AT&T and DirectTV.This was about the amount I was charged too.I had to keep them for 5 months of pure Hell!I was finally able to rid myself of them after many many phone calls with my bill never correct and their losing a payment and not accepting the copies of the payment I sent them with their stamp on the back.I sent the copies twice by snail mail and faxed them twice.I finally cancelled service.My card was charged $467+ they were going to charge for the equipment I returned and they said they did not get! I disputed charges with the credit card and when the funds were returned I closed cc account.I wrote the FTC,BBB and Attorney Gen.BBB.Direct did not respond to BBB or cc's letters. Please write an update as to how this turned out for you.
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Don't Have a Spouse Pass Away
Posted by Swilson on 01/03/2013
INDIANAPOLIS, INDIANA -- Please don't get your phone from Verizon wireless.
My husband just passed away and I can't afford the phone anymore they will not let me out of my contract I even showed them the death cert. This is a joke how can you pay a bill if you don't have the money to pay it. My income has dropped to over less than half when he was alive. Please check your reviews before going t0 Verizon their service is one of the worst I've had to deal with and its a cell phone...
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Posted by leet60 on 2013-01-03:
Sorry to hear of your loss. Did you and your husband both sign the contract and it it in both names?
Posted by Bill on 2013-01-03:
Sorry for your loss.
If the contract was in your husbands name then it should terminate at the time of death.
If your name was also on the contract then that might be a problem.

You might want to try contacting the FCC in your area and see if they can help.
Maybe even the states attorney general.
Posted by I love my son on 2013-01-03:
I'm sorry for your loss.. Is the contract in your name or in his name or both? If it in his name just stop paying it and stop using the phones and go get a contract somewhere else and one you can afford..You are not legally responsible for his contract if you aren't on it..
Posted by At Your Service on 2013-01-03:
Most importantly, my condolences.

If the contact was under his name, you wouldn't be responsible And I don't think Verizon or any other company would try and hold a spouse to such a contact. They only need a copy of the death certificate to close out the file.

However, by the way this review is written, it sounds as if the contact you're trying to cancel is your own. People run into financial struggles of all kinds including job loss and unexpected costs; none of the cellular providers That I'm aware of will arbitrarily cancel a contact.

You may consider downgrading your service to the minimal allowable amount or, depending on the length still on the contact, even paying off with early termination.

Best of luck.
Posted by spiderman2 on 2013-01-03:
That happened to my brother. The cell company (can't remember if it was Verizon or not) wouldn't cancel his deceased wife's line unless he paid the early termination fee. He kept the phone until the contract was up because it was cheaper. They don't care, they are a corporation. I'm sorry for your loss.
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Signed Contract Under False Information
Posted by Lambert54 on 01/03/2013
IRVINE, CALIFORNIA -- Not feeling good about Verizon Wireless right now. I was out of contract and decided to look into new plans and new phones. I asked one of their dealers about Pay As You Go to save some money. He told me they didn't offer Pay As You Go there so I was going to go somewhere else. However, he told me that the Pay As You Go plan would charge me $1 a day per phone and that I would be better of staying with my current plan. So, I signed a new contract. I found out a month later what he told me was false and that Pay As You Go only charged the $1 on days I actually used the phone. So, I called Verizon and got the run around. So, after about a month went by, I got mad and filed a BBB report on them. I got a call today from them and this person said I am in a valid contract and they will not release me from it so I can go to Pay As You Go, even though I contend the contract is not valid because I signed under false pretenses. They say they have no proof he told me this. I said they could call him and they said yes, the salesman could call them but they had a valid contract signed by me. I just had to get this off my chest. All they care about is their money, not the customer.

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Posted by JISCal2 on 2013-01-03:
There are no real winners in the contract cell company circle. In my opinion however, Verizon is simply the worst. I'm sorry you were duped. Is the phone worth enough that you can cell it and pay off any early termination fee for breaking the contract?
Posted by At Your Service on 2013-01-03:
With respect, you would have had the ability to confirm such information before signing said contract. The fact that you chose not to wouldn't invalidate a contract.

I don't agree that Verizon is any better or worse than other companies with their processes. The customer only chooses to sign a contract to get the promotional value of a phone. Nothing forces one to sign said contract. Paying early termination fees is really the equivalent of repaying the value you were given on the device up front.
Posted by lambert54 on 2013-01-03:
Thanks for the comment JISCal2. The phones I got are the old style flip phones, not sure how much I can get out of them but it is something to look into. I appreciate the suggestion.
Posted by Susan on 2013-01-03:
The only information that counts is what you are signing - - not what a sales person tells you.
Posted by lambert54 on 2013-01-05:
Well At Your Service, I guess I should not have believed their own salesperson and waited to investigate his claim. Silly me for tending to believe official representatives. I also should not have tried to get new phones the day before vacation. Mine was broken, but I guess I could have gone without a phone during vacation.
Posted by Robert on 2013-07-05:
Verzion is by far the worst to deal with. I also signed up being told my 4g data plan included tethering my laptop. After i tried to connect it said please call verzion. Called verzion and they said thats not included, sorry thats $30 more a month. Would not let me cancel because i was on day 16 and the grace period was only 14 days. I have called them 20 times and they wont let me out. I ported my number to someone else, didnt pay, and now my credit is screwed. Last week i paid the collection account because im trying to refi my home, called verzion again 20 times and they wont remove it from my credit. I hate this company.
Posted by Kim on 2013-08-09:
Went to verizon store for sole purpose of consolidating phones into one plan. Verizon wireless rep recommended adding a hotspot for one user to use for home wifi service for $20 per month. Rep sounded so good we added two hotspots at 20 per month each. Six weeks later after first real use of hot spot and receiving high data usage alerts informed by customer service rep hot spot NOT recommended for home wifi. When called to cancel the hotspots at $20 per month each informed for the first time that they were under a two year contract and sybject to early termination fee. Never discussed in recorded call at store. Requested to receive call from "corporate" to resolve after spending nearly two hours on phone with Verizon customer service rep and manager. To date have heard nothing back. Would never recommend Verizon and will switch all phones to another carrier as soon as plans expire. Their refusal to review recording of call which would confirm misrepresentations and failure to call back is contradictory of their claim of having "world class customer service."
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Horrible service , deceptive practices & price gouging!!!
Posted by Tsumm272 on 12/04/2012
RALEIGH, NORTH CAROLINA -- Recently purchased a new phone to add to my account( am in-contract, so I paid retail for the phone...). I went to the local Verizon store to activate the phone & inquired about getting insurance. I was told by the in-store representative that because I didn't buy the phone from Verizon, I could not add the insurance, which I found to be odd, because I have a friend who purchased his phone at the same time I did mine & he had no problem adding insurance....

At a later time, I contacted customer service about another issue & inquired about the insurance again, only to be told that the insurance COULD have been added to the account when I initially activated the phone ( I spoke to two different reps on separate occasions & they both, after doing a little research, gave me the same answer.

I then contacted their corporate office & spoke with a fellow who proceeded to tell me that they can't offer insurance because they don't have knowledge of the condition of the phone if its purchased somewhere other than Verizon... utter nonsense.., don't they have technicians that service these phones in some of their stores? Couldn't they do a basic test on the phone to validate the condition?? anyway, after taking off my boots I had on while I was dragged through all his BS, I realized that Verizon is not a company that cares about their customers. I have been with them well over 12 years & am now looking elsewhere for service. The only thing they care about is you paying your overpriced bill!! I could see if I was asking for something for free, but I would be paying for the service & they made no attempt to resolve the issue. They stink!!!
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Verizon's Legendary Terrible Customer Service, Firsthand
Posted by on 12/28/2010
NEW YORK, NY -- The following correspondence says it best:

Initial Letter to Verizon.................................
Primary Subject: Billing
Secondary Subject: Payment and Balance Questions

Message Body:
I am furious. I was using my phone to make a payment. It was a new phone and I must have hit the wrong button. I thought I was entering a payment of $xxx. Instead I paid the full balance - which is not due for 15 days. I CANNOT afford to pay that extra $xxx right now. I spoke with a VZ representative that same day, he completed a form and told me it would take 72 hours to process.

I called to check the status today and was told by a representative (she was a moron, in case you care) it can take up to 10 days to process the request. Are you kidding? I have since spoken with a very nice supervisor (the ONLY person out of 3 who seemed to have a clue...he provided excellent customer service,) - and he has said 24-48 hours is the norm.

I am writing to be sure you understand my frustration. Please expedite this request for a refund. I will never make a payment from my phone again. I manage social media for a living and I am controlling the desire to rip VZ on Twitter, Facebook, Linkedin, Tumblr, Friendfeed, StumbleUpon and my blog. I am so mad right now. ANY other company would reverse this within 1 day. It has been 3 days already!!!!! Please deal with this within 24 hours and notify me that it has been resolved.
Angie xxxxxxxx

Verizon's response.....................................

Dear Angie xxxxxxxx,

Good evening! I have reviewed your account and I regret to say that the request submitted was completed today but our treasury department was not able to reverse this payment. My name is Arlene and I’m very sorry to hear that you did not intend to pay the balance in full, but I will be more than happy to provide additional information regarding this.

When a balance is due and the payment covers the balance in full, we are unable to credit back any over payments, unless this results in a credit balance. Since the payment of $xxx covered exactly your account balance, we are unable to reverse it.

Keep in mind that when a payment is made over our automated system, it will ask you to confirm more than once the payment amount you wish to make.

I apologize for the inconvenience this may have caused.

I am sorry I wasn't able to provide you with a more favorable response in regards to your payment. We appreciate your business and thank you for using Verizon Wireless. Should you have additional questions or feel your concerns are not resolved, please reply to this e-mail.
Verizon Wireless
Customer Service

My final email to Verizon....................................
Dear Verizon Customer "un"Service,

I expected nothing less from Verizon.
Your lousy customer service is legendary - and now I am experiencing it firsthand.
Be sure to check my thoughts on Facebook, Twitter, LinkedIn, StumbleUpon, Tumblr, Flickr, and my blog.

Fortunately, consumers can now share your abhorrent behavior with the planet via social media.

Angie xxxxxxxx

P.S. The punctuation, incorrect use of my first and last name in the greeting and your use of words like "treasury dept" tells me one of two things:
You utilize impersonal form letter templates and/or you're not residing in this country and Verizon didn't take the time to train you properly.
Again, fabulous customer service. Unbelievable. Can't wait to post this communication on my blog.
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Posted by msnanny on 2010-12-28:
You made the "mistake" in the first place and it's hardly a mistake when you paid the amount that's due. Kick yourself maybe but Verizon did nothing wrong.
Posted by trmn8r on 2010-12-28:
I wouldn't be "ripping" VZ or calling anyone derogatory names. I would be the LAST person to defend VZ's customer service, but I don't see anything they did wrong here. It makes sense that if you have a bill due, and you make a payment for the bill, that they won't reverse the payment. They provided a service to you, you paid, and they move along to the next task at hand.
Posted by Anonymous on 2010-12-28:
Another person who tries to blame someone else for their mistake. You paid the wrong amount, not Verizon. Next time, pay closer attention
Posted by Obsfucation on 2010-12-28:
"she was a moron, in case you care" And yet, she wasn't the one who messed up the original payment.
Posted by momsey on 2010-12-28:
This is another case where it would be nice if they did you this favor, but they are not an evil conglomerate for not doing you a favor.
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