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Bad Customer Service / Termination Fees
Posted by DRyan on 09/06/2006
WESTMINSTER, MARYLAND -- My wife and I visited a Verizon retail store in June to find out when our account was able to be cancelled. The employee told us Aug. 30, 2006. We waited to cancel.

I opened a Cingular account (same phone #) on August 30th, and when I called Verizon afterwards to cancel our FamilyShare plan, I was then informed that I would be charged an early termination fee, $175 per phone ($350). Now I am told that we weren't able to cancel until October 30th. By now, my phone number was already ported over to Cingular.

I was repeatedly told by customer service "I'm not sure why they told you that" (referring to the WRONG cancellation date). Yet, I was given no assistance in resolving this matter at all. After being told a supervisor was available to speak with me, later I was told there were none. When asked, I received no answer about when/where a supervisor could be reached.

I was fully aware of the cancellation date we received from the Verizon employee, and based on that information we waited to open a Cingular account. I'm not sure why we were told Aug. 30th either, but I find it very troubling that a company such as Verizon would ignore
such a concern from a loyal customer. I guess customer service figured I was leaving Verizon anyway, why not? What proof do I have??

So now I'm going to be stuck with a bill totalling over $350 for two phones and service that will not be used because of a Verizon miscommunication. I must say I may never buy through Verizon Wireless again, and I will most likely encourage those I know to do the same.

Are the termination fees in my case worth all that to a large corporation who values customers?

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Posted by phoneguy1055 on 2006-09-18:
Um....you left the company. You're no longer a customer in their eyes. Why would they value you anymore? As far as you beeing told the wrong date, that's a shame. So do yourself a favor and look at the expiration dates of the original copy that you were given when you signed up. You should still have it. If that contract says Aug. 30th, then you have a leg to stand on. If not, then tough cookies
Posted by WENDYBLUE on 2006-09-24:
Verizon Wireless has 2 contract end dates... The first, Oct 30th would refer to the date you can leave Verizon Wireless without the early termination fee. This is based on when your contract ends with your current calling plan.
The second contract end date, Aug 30th is the date you can get an equipment upgrade of a phone at discount which will put you into a contact with Verizon again. They allow you to get this upgrade at 22 months of the 24 months contract which always causes confusion about which is the contract end date.
Nowadays if you agree to an offer with a promotion like free extra minutes or change your price plan with less than a year left, it will extend the contract that you can leave the company without the early termination fee. So the original date you had when your originally signed up won't matter.
You might consider going back to verizon wireless and finish out your 2 months of the contract if they will let you. They will refund your early termination fee . this may be possible.
Posted by I hate Verizon on 2006-10-09:
I am having awful problems and going to cancel VZ this week (but first checking all these sites to see what I need to be aware of)...In July 2006, VZ began to pro-rate early termination fees. I rang tonight to find out details and was told it was for customers who had already lasted 50% or so with VZ and their contract (I am at the three month mark and going insane so I don't qualify)...but it sounds like you were near your end date so you shouldn't have to pay the full $175.

A little bit of regulation for all these shysters would be useful.
Posted by elee on 2007-11-02:
I had the same experience as DRyan.

With me, as I was opting out of my contract, I had asked the customer service rep at a Verizon Retail store (on 6th Ave and 42nd) whether there was anything I needed to do to avoid paying an early termination BEFORE I terminate my contract with them. I didn't know there were two different termination dats. They said no. They charged me what was supposed to be the final settlement amount - a prorated bill and sent me off.

A week later, I saw that I was charged a termination fee. I called the Verizon phone customer service to make sure that I didn't need to pay anything. Same response: No don't worry, the records probably didn't get updated yet.

Two months later, Verizon called me at work and told me that they wanted to charge me another $250 dollars for the final month and the termination. I had forgotten about the whole thing, believing what the second Verizon customer service rep had told me. I spoke with customer service agent, who agreed she thought I was right, who spoke with her boss but ultimately I was responsible for a termination charge.

It seems to me that they are systematically charging all former clients that fall prey to this "phone upgrade offer" even those that explicity ask whether there are implications for terminating early.

I can't imagine that this is an isolated incident. This seems like Verizon's revenge to departing customers because some Verizon executive decided that they could get away it.

Isn't it a role of government to police these types of practices? More relevantly, can it? I could not afford the time to fight this so I paid their extortion amount - since I expect this could affect my credit. Still, I expect hundreds of others will get hit by this. I guess this is reality of an individual consumer.

The thing gained is that I re-learned that I have to know who I'm doing business with. For my pain, I've concluded that Verizon is not an ethical business entity. Did somebody at Verizon decide this was a good idea? Did Verizon extract value from me through organized deception? I think so.

It makes me angry that the only justice that I can probably obtain is to refrain from ever giving them more of my money and campaigning within my social circles.

If Verizon decides that it isn't going to deal on fair terms and extorts financial penalities under threat of greater financial penalities (ie. credit) - does it really belong in business?

It probably won't happen, but for this Christmas, I'll be wishing for a loss of marketshare for Verizon.

On the otherhand, I always laughed at Business Ethics courses in business school. Perhaps this is karma.

Doesn't change my wish.
Posted by AnotherUnhappyVerizonCustomer on 2008-09-07:
This is still going on. Please be careful.
RE: $175 Charge for ETF for 4 Old Phones
On 6-21-08, I went to Costco & changed my phone plan from Verizon to AT&T. Six month earlier, I checked with Verizon as to when I could change. I also checked this information at Costco that day & was given the same information. The next month I was charged $700 for ETFs. Apparently, I was given phone upgrade date & not contract end date. Two of my phones ended in 9 day and the other two phones ended in 63 days. I would have waited had I been given this information. Even with Congress getting involved, Verizon believes in the "don't ask, don't tell" approach. Apparently, I asked the wrong question. This even includes the software that the Costco phone broker could view. I've offered to pay a proration, but Verizon Wireless says no. This industry needs to be regulated by standard business reporting--i.e., all end dates provided, written and spoken, need to include contract end dates with a definition of what a contract end date.

Posted by no complaint department on 2012-09-24:
They have no complaint department, I wonder why? Their associates can hang up on you and give you an attitude and there's nothing you can do. They've been around how long but still the same attitude this whole time. The supervisor are not any better. You ask to speak to one and they don't speak to you any better!!!
Posted by Mlong on 2013-06-13:
I added a phone to my plan for my wife . My first question what will this cost. We are on a buget and we need to watch what we spend . The lady told us it would be $80 at the most . She was not even close .try 125 and she just got a phone . Not smart one! Called them and said I can't afford that and got to bad you're in a contract . Thanks verizon .so I said turn it off well that we be 170 sir . As postal thoughts ran though my mind.i said do it and return my bill to the way it was.if they screw this up they will not get another red cent from me f up
My credit been there before still fumin from this. I say stick it to them cause they would and have done it to us . I've had the company for 10 years and always paid there bill and I ask for help out of a jam and get this . I'll be gone when my plan is up. Thanks for the heads up on the ETF
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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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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 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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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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Absolutely Horrific Customer Service
Posted by Hhbeck5479 on 03/15/2014
TOPEKA, KANSAS -- I have freaking had it with Verizon!!!!!! Friends family, if you have Verizon RUN!!!! 15 years I have been a Verizon customer. 15 freaking years!!!! In the past year I have been lied to, scammed and manipulated. Let me tell you my story. To start, My contract dates back to the altel days of unlimited data. Verizon has been trying to get me to change my plan for two freaking years because they DO NOT want ANYONE on the unlimited data plans any more because that plan is way cheaper and they can charge way more for only 2gigs, 4gigs, 8 gigs etc... So of course I don't want to change my plan and have not but they can't make me change unless I make a change to my plan. Ok so most of you know I am a state of Kansas employee and I have enjoyed an employee discount of 15% for almost 4 years, we'll suddenly out of the blue I get a letter about 6 months ago that says I have to verify I still work for the state, I do so as requested and think all will be gravy. oh no, all of a sudden my discount isn't being applied and I'm calling in every month complaining and every month they are applying my discount. So they use to auto give me my discount now all the sudden because of my old plan I have to call in every month and ask for it. I was pissed but ok whatever, now this month I call to get my discount and they say well, actually because of your old plan we won't be giving you a discount anymore!!! But and here is the kicker, if I change to a different limited plan, they will be more than happy to give me back my discount. Every month the story changes, they say they will call you back, they never do. WE aren't alone in this either.
This company is Horrible and we are DONE!! Spread the word people and god help you if you shill have Verizon cause your time is coming. All they care about is money!! Much love everyone!!
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Worse Customer Service ever Verizon Wireless
Posted by Rob.express.ent on 03/04/2014
MONETT, MISSOURI -- Called Monett Verizon Wireless because I had been on hold with Verizon for 2 hours. Talked to a sales representative in the store. I have to say in 40 years of doing business the gentleman was rude disrespectful and gave me in accurate information. Jonathan told me my order had been canceled not true. I ask to speak to a manager he said he was the manager not true. Jonathan told me the was nothing he could do for me not true. I told him I had been a loyal $200 plus a month customer for 10 years. He basically told me he could careless if I was a customer or not.

Called back spoke with Travis (store manager) same cocky attitude as Jonathan. Now I know where the training comes from. Ask to speak to the district manager. Travis explained that I just want to get Jonathan in trouble. Very non professional. I explained the following my business has and I could share with my captive audience via social media. Travis explain to me I was making threats because I did not get my way. Very strange as we placed a order for new phones and the order was not showing as received. What would I want other then the merchandise I purchased. In addition, the last two purchases I paid full price for both of my phones $600.00 each. I told Travis the call was being recorded then the back peddling began. How does Verizon stay in business treating their customers this way? I still have no district managers name. I think of people who deal with there unprofessional and don't voice it. Let this story be heard.
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Rude Employees
Posted by A.fouts on 01/12/2014
HEATH, OHIO -- I was at the Heath, Ohio Verizon store and have never in my life had worse service. I've usually had good luck with Verizon but the employees were so rude and not helpful in any way. I had just purchased a new iPhone 5s and one of the expensive Zagg screen protector and two days later realized I did not receive the back protector so I took it back in asking for a back they ripped my front screen protector off handed me a new package and that was it. I asked if anyone could put it on for me and they told me "absolutely not no one was qualified to do that" and that they had already gone above and beyond for returning it. When it was their fault in the first place also it was a total lie about no one being qualified to put it on they just did not want to deal with it. Complete disrespect and worst experience ever. Very disappointed.

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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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Identity Theft
Posted by Sunset3227 on 01/01/2014
BROOKLYN OR NYC, NEW YORK -- Someone went into a Verizon Wireless Office and opened up an account using my SS #. 2 weeks later I get a bill from Verizon for over 500 dollars. The bill had the wrong address and city, but I got the bill because the zip code and my name was right. I called up the fraud the dept and I sent them a police report and the bills and they immediately shut down the account. After they shut down the account they sent me a new bill for over 2000 dollars for early termination for 4 different phone lines. I called them up and they told me they did not think the police report was sufficient enough. They told me I am responsible for the total bill even though the address and the city don't match up to where I live and they won't give me where the phones were purchased, only saying they think it was either NYC or Brooklyn. Now they put me in collection and Chase has closed down all my credit cards and my credit score has dropped dramatically. This company is disgusting and I have always been with ATT. Any company that does not check for Identification in a store and just let's you open up accounts does not sound right to me. Watch out for Verizon Wireless and there practices.
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