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.
ROCK HILL, SOUTH CAROLINA -- A little over a year ago, I purchased a smart phone (HTC Droid Eris). Turns out not as smart as other phones. LOL. I have two complaints.
My second complaint. At the time of purchase I was told that I had to carry the data plan for at least one year even though my contract was for 2 years. Well, since the Internet is so sluggish I decided to cancel the Internet and just have the phone and text messaging on the phone. Well, CS told me that since I have a smart phone that the data package is required in order to keep the phone on my plan. I could have the data plan lowered from unlimited mb usage at $30 per month to 150mb at a rate of $15.00 per month. He said that I had already used 500mb and I advised him that it was probably from me putting the phone down when I would get frustrated for having to wait so long for pages to load. The CS representative I spoke to was apologetic and told me that the store I purchased my phone from was not a "corporate" store and that they had misinformed me regarding the data package requirement. He said that the way I would know that the store was not corporate is that under the Verizon logo there should be the real name of the company.
Summation: When you are considering entering into a contract with any cellular company...Make sure you are in a "Corporate" store. If they tell you that there is a warranty and replacement on the phone - make them show it to you "IN THE CONTRACT" not a brochure. If they tell you - you can change your plan make them show you where it is stated "IN THE CONTRACT". I spoke to a lawyer and was told that the cell company contracts are virtually iron clad. If you sign on the bottom line, you are stuck with what ever is written "IN THE CONTRACT".
Oh and the CS representative yesterday informed me that I was eligible for a phone upgrade. I thought that may be this was because of the problems with the phone. Then, I asked if I got an upgraded phone would I have to extend my contract another 2 years. Well of course it was YES. I can't image why I would want to continue this punishment and dealings with Verizon CS...Needless to say, I did not take him up on the upgrade and I will not be renewing my contract with Verizon. I am tired of being on the Sh_t end of the stick so I WILL READ THE NEXT CONTRACT BEFORE SIGNING IT!!!
NEW YORK, NY -- The following correspondence says it best:
Initial Letter to Verizon.................................
Primary Subject: Billing
Secondary Subject: Payment and Balance Questions
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.
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.
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.
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.
APPLETON, WISCONSIN -- I had been a cell phone customer of Airfire for years and loved my new phone. They are going out of business and I needed to find a new carrier. I am retired, so my son suggested I go on his plan with Verizon. My son told me he loved the phone service with Verizon but hated dealing with the stores or their customer service. I soon found out WHY!!! When we went to the store to pick out a phone, the representative told us my phone could not be used as it was incompatible with their service.
I had a nice Samsung phone and they sold similar ones in their store but not my phone. When I asked the representative why, he just said; “It's not.” We were talked down to the entire time we were there. I picked out 2 different phones that I liked. The representative said one was good but the other one they had a lot of complaints about. So, I picked out the one that he recommended. He went to get the phone and came back and said they were out of stock and I would have to wait a week or 10 days for the phone to come in.
I did need to switch service right away to keep my same number so I went with the more expensive phone. (I wonder if they were told to get rid of the phone that had all the complaints.) When I asked the representative if he could check with other stores to see if they had the phone I preferred, he said he knew they were out also, in our area but I could drive the 40 miles to another city that might have them. I can tell you that the customer service with Airfire was awesome and Verizon should hire some of their people that were laid off.
I completed the online survey for Verizon about my experience and gave them a zero which prompted a message that a manager would give me a call to find out why. No phone call yet, either they don't care or they are dealing with so many complaints it takes a while. In my opinion, I don't think they care. By the way, I did call the customer service number from Samsung and asked them why their phones were not compatible. They told me I should go with a different carrier because my phone was compatible. Surprise, surprise.
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 alltel 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 anymore 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. Well 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 used 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 still have Verizon cause your time is coming. All they care about is money!! Much love everyone!!
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 -- Dear Verizon, 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.
UNION, SOUTH CAROLINA -- After upgrading to a new phone that would never stay connected to the internet, they ruled a Motorola software issue after calling in for weeks...sent me a "certified" replacement. It was as bad as the first or worse. (Hello I paid for a new phone here.) Second phone was also ruled Motorola software issue again. I was offered a different type phone but I would have to pay for the battery and door.
I refused to pay since I lost money already on an otter box case for the first phone. Having to buy a battery and door, told me it would be another used phone. They agreed to send a different Android which cost me $$$ on another protective case. This phone would not even power down. It locked up and wouldn't stay connected to internet as well. I called back and they offered to send yet another phone like the one I had but first wanted to mail a new sim card. The sim card didn't correct any problems.
I finally agreed to try the same junky phone again...not to my surprise...the connection issues were the same. They forced through some type update and no change. When I pay the upgrade price for a new phone, I expect a new phone replacement. I was told it was because I waited past a certain date to send it back... Well, whose fault was that??? Not mine, since every time I called they put me on with tech support who never could fix the problem.
I now have almost $300 in phones and cases but a phone that half works...and wasted countless hours of my time going through trouble shooting over and over and over only to get the same results as I got from the first call. I pay for internet on a phone which totals more than my home internet on two lines and I can't even surf the web without dropping signal...hot spots are the same. Tired and fed up with crappy pricey phones. GET IT RIGHT VERIZON WIRELESS AND STOP WITH THE RIP OFFS!!!
OXNARD, CALIFORNIA -- I went into the Oxnard Verizon Wireless store and met the worst store manager ever. He was rude and has no compassion for his fellow man. I am a disabled person and he was rude and made the associate helping Me struggle with a return for two hours. If that wasn't bad enough he had the nerve to ask her for a tablet and to pull up a specific page after she had been struggling for almost two hours when he was not more than two feet from the counter to do it himself. Just plain lazy and downright rude.
On that was out my hands were full and this manager decides he shouldn't help a disabled person when he was no more than five feet from the door. Well my shoelace got stuck on the doorstop and I almost fell. If it wasn't for my cane I would have fallen. The manager made no attempt to help me free myself. I was stuck waiting until a different associate came to my assistance. The manager never thought he should Check on me. I went in the next day to fill out an incident report but was in too much pain to stay and fill one out. The girl I talked to said she called her district manager and she could call me and take the report over the phone.
That was June 8. This is how little respect this store manager has for the disabled. He shouldn't even be a manager. I am still waiting for them to take the report after multiple complaints. Verizon Wireless also changed my contract to limited data without disclosing this to me prior to the contract change. I feel this is totally illegal.
I have complained about this but all they do is give me the runaround and corporate double talk. They want everyone off the unlimited data plan and will do anything they have to to change it without disclosing the change to their customers. I am very disappointed with Verizon Wireless for cheating me out of my data plan. You should be ashamed of taking advantage of disabled people. How sad.
I've been a customer of Verizon wireless for over 7 years now. If you deal with a company, any company, for very long you will most likely have some sort of challenge. I've had several with Verizon but they always seem to do the right thing in the end. Recently, I moved to another state and out of the entire state of Florida.
I move to the tiny 100-yard sliver of land that has spotty service. I called Customer Service and they opened a service ticket to have it checked out. Within a few days I got a call from the technician and he confirmed that I lived just between two towers where they didn't quite overlap. He informed me that because of this, I had the option of cancelling my contract without penalty. Because they have always treated me right, I decided I could live with the weak signal.
We recently upgraded a phone on our plan and somehow the insurance got dropped from the account in the process. The new phone was dropped and the screen broke. I called to file an insurance claim, and discovered the mistake.
After not getting anywhere with the first representative, I asked for a supervisor. I explained the issue and though he couldn't add the insurance as the phone was already damaged, he worked hard to resolve the problem. He ended up changing the upgrade date on another phone that was within a few months of being eligible. And instead of making me buy the new phone through them, I was able to shop around and get the best price.
This is just one example of how they have kept my business. It would be nice to have the representatives resolve all the issues, but when I get a hold of the right person, they do make it right. If you have an issue, be persistent and reasonable and they will do whatever they can to fix it.