SAN DIEGO, CALIFORNIA -- I've been with Verizon since early 1990's and never had a problem until now. My husband gets a discount through work so we made him the primary account holder. We were told that nothing would change but the name on the bill.
I called to get an explanation of what this balance was for and the phone representative told me it was an activation fee. When I asked for further explanation because this number has been active since the 90's, he told me he didn't know how much further to explain it and when I asked to speak to someone else he hung up on me. When I called back, the new representative explained it was a service fee for the remaining bill cycle (not my definition of activation fee).
My gripe is that we were not fully informed of what was going on with the account. If we were fully informed and told what to expect, I would not be questioning how much longer I will stay with Verizon. We had to pull teeth to get them to tell us our new account number and changes. Each call started with, "This did not transfer over with the creation of your new account". I do not plan to renew my contract with them. Only redeeming factor at this point is that technical support did assist me with replacing my phone when it went down.
BLOOMINGTON -- I am writing this in regard to your Verizon Wireless Trade-In program. I am also writing this as a largely powerless consumer. I sent a pristine Apple iPhone 4s to you expecting that the full trade-in value of $143.00 would easily be attainable. It was not. Shame on me for putting a $500 phone in the mail. What was I thinking?!
I received an email this morning informing me that my phone would not turn on and was only worth $25. This is my fault for being too trusting. That was foolish. There is absolutely no way for me to protest. You are well within your rights as stated in your agreements. I could get angry and allow myself to fume, but it would be of no benefit to me.
There are seemingly no repercussions for you. BUT, I am not without options. I am holding Verizon responsible for this. I still suffer the consequences - as it should be for being foolish - but I will do whatever I can to ensure that you share in them.
The bottom line is that you should not have a mail-in trade-in program for electronic devices that cost hundreds of dollars. That is such an obvious statement, that for this program to exist, it can only mean that Verizon is greedy and has no problem taking advantage of people who experience a moment of foolish trust.
You will probably lose a customer.
I will broadcast my experience online and off to anyone who can read.
You will never regain my trust unless you make this right for me and anyone else who may have had the same experience. Get rid of the mail-in program.
I am sure this is not a big deal for you. What's one customer among millions? It is a big deal for me, though, not the money, but the principle, and my frustration with myself for being foolish. Regardless, YOU set me up. You saved $118.00 up-front. What will be the back-end cost to you? Another irritated customer.
I currently have 5 phones on a plan with Verizon and have been a loyal customer for over 5 years. I received a card in the mail today that allowed me to increase my data plan from 4 GB to 8 GB at no additional charge. I immediately call the Verizon number on the card and spoke with a representative. They informed me that the promotion had just ended yesterday. I told her that I just received the card today, how could the promotion already be over? She stated that the promotion has been going on for a couple of weeks and that my mail service must be slow.
I've already had major heartburn over the fact that my Verizon plan is not nearly as good as AT&T or T-Mobile plans (even with 5 phones on our plan) but to offer me a small token of loyalty appreciation and then rescind the offer is too much. Verizon really doesn't give a crap about its customers. It's time to look elsewhere.
I received a warranty replacement phone, requested on Friday and it was delivered on Monday morning as promised. That is excellent timeline and had some bugs to work out with phone. I called tech support and was connected to a very knowledgeable and professional tech, his name was Stevyn, Stevyn with a y, apologize if name spelling is wrong.
Anyways, we as the consumer always dread the tech support part but as a former site director for a call center over 300 employees, this young man took me, the consumer from upset not mad, as I understand the process. But this gentleman took the time to go into my phone and correct all the issues - as we use to say: 'one and done'. He actually made it a pleasure to make the call. He was very professional, kind and understanding and made sure all of my issues were resolved in such a pleasant and awesome manner, that I feel he deserves some recognition as a true tech supporter.
I have been with Verizon when they were formally Alltel and I will also say Verizon has the best coverage hands up in the United States. If I were still a site director as now retired, this young man could work for me anytime. He defines the "true" in true customer service. I hope Verizon takes a moment to recognize this man's work and talent.
Kudos to an excellent young man's dedication to his job and demeanor to his customers. I will close with a job well done again - one and done. Thank you sir for your help! A customer here for life!
CINCINNATI, OHIO -- 9040 Union Cemetery Rd., Cincinnati, OH 45249. Representative - ** (didn't catch last name). Recently we had to replace a cell phone (one of four on our account), previously it had unlimited data. We were sold the 'Edge' program and told our bill would be significantly cheaper but would have to go to limited data. What a rip-off, now we have limited data and the bill was more expensive. Will be switching to AT&T. If you deal with these people, get everything in writing and don't let them talk you in to these programs - it is simply a rip off.
OMAHA, NEBRASKA -- I returned a Verizon Wireless broadband device within 3 days. I paid the restocking fee of $35 and closed the account. A month later I received a phone message stating that I owed $158.29. I called several numbers before I reached someone I could talk to. I was on the phone for 2 hours.
They made a mistake but said I owe them $4 for the 3 days that I had the device. I never received a bill in the mail or an email stating that the account was still open. I did keep my receipt and asked them if I would receive a confirmation. They said no because I didn't need one since the account was closed. I asked them to send one anyhow. They said they would, but of course never did.
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 inaccurate 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 that 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 care less 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 than 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 manager's name. I think of people who deal with their unprofessional and don't voice it. Let this story be heard.
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.
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 AT&T. 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 their practices.
I have been a loyal customer of Verizon Wireless for more than 10 years. Last night I called in to Customer Service to request an early upgrade for a line that was eligible in the next thirty days. The representative placed me on hold and returned saying that she had spoken to a supervisor and the upgrade was approved. She stated I could visit a local Verizon Wireless store to upgrade the phone within 24 hours.
I went to Verizon today waiting thirty minutes for a representative to be available. Picked out the phone and accessories, then learned that the representative only noted the account for a request and not approval for the upgrade. I called Verizon Customer Care again and was told the same thing that the representative only noted that I called to request the upgrade. They stated they needed to review the call from the previous night.
This not only has wasted a lot of my time, but it was embarrassing to have to tell the representative helping that I was not approved when I stated that I was. If you request an upgrade and it is approved, call back and make sure the representative actually did their job and noted your account. The contract is up on February 3rd and will be terminated at that time. Losing a customer that has been loyal for over 10 years over a thirty day early upgrade period doesn't make sense.