I have been a Verizon Wireless customer for over 10 years now. I was overcharged for my account so I decided to pay it in full, and this led me to disconnect my line with them. During the cancellation process I was overcharged and was charged the termination fee. Their excuse was that I was under contract even though I never consented to a new contract. I was on the phone multiple times for over 1.5 hours each phone call trying to figure this out and tell them my side. I would not recommend Verizon to anyone, especially family members. So much for them appreciating customer loyalty... they don't care.
I was told by the store that I could buy their JetPack to get 2gb of wireless on the go for $30.00 added to our present bill. Then, when I stood for approximately 45 minutes to an 1 hour, I was told that I could only get it if I was willing to go for 5 gbytes for $50.00. Since we will never use more than 2 gbytes I do not want to pay an extra $20.00 per month. So, I have been trying other options such as a bundle with Comcast. But, since we already have a bundle with Comcast we cannot qualify for that so tried the pre-pay.
After holding on our home phone for an hour and 19 minutes tried my cell phone and FINALLY after a considerable length of time albeit not as long as the land line I was finally told that my Apple iPad 4 would not support prepay. Do I have to go to another carrier to get wireless on the go for the Apple iPad when we travel? At this point I just need an answer as I am willing to change wireless anyway after experiencing such poor customer service with Verizon.
VIRGINIA -- Last year, my son wanted to take his phone number from our Family Share plan and get his own contract with Verizon. He was told by a representative in the store that I must come with him to give my permission for his line to be removed from our family share plan. I went with to two different stores. At the first store, they were very quick to prance out the new Samsung phone to him and repeatedly tell him that there was no problem keeping his phone number and getting his own plan.
To my way of thinking, this transaction should have been treated like someone walking in off the street and saying they want to buy a phone and get service for it. When you go to by a phone, the price is always adjusted by the fact that you are going under contract for service.
Well, what ACTUALLY HAPPENED is that the inept representative in the store treated the transaction as a device upgrade. Here's the problem with that. My son's phone was not eligible for an upgrade so instead, they upgraded a third phone that was on my plan (on an inactive flip phone that I was waiting for the contract to expire on). So now, I'm under contract to Verizon until 2014 on a phone number that I don't use with a phone that doesn't exist. Oh, and I'm not sure how they managed THIS one... but my debit card got charged for the Samsung device that my son bought, even though the first inept salesperson swiped HIS card for it.
INDIANA -- I've been a Verizon Wireless customer for almost 9 years (the longest commitment I've made to any company in my life). And I was calling their customer service center to clear up a small issue to upgrade my phone now that I'm out of contract.
The first representative I spoke to HUNG UP ON ME when I didn't immediately give my account number (which I have never had to provide before). I called back immediately to report this worker and the next representative put me on hold to "go get a supervisor". After about ten minutes she came back on the line saying all supervisors were busy, so I waited even longer. After another twenty minutes she came back on and said they were still busy and asked me to hold a little longer. Finally I said forget it and hung up. I will be switching to AT&T, Verizon will receive no more of my money!
SANTA ROSA, CALIFORNIA -- I am contacting you to issue a complaint and a demand for damages due to business loss caused by a service interruption which began on 02/07/2013 and has not been resolved to date. I run a home based business providing federal contracting guidance, training and mentoring to Veteran, Service Disabled Veteran, Hub Zone, Minority, Native American and Women-owned firms.
I contacted your customer service technical support early Thursday morning, 3/ /2013 to report a problem with our wireless Jet-Pak Hot Spot and they determined that my Jet Pak unit was defective or malfunctioning. At Verizon's store representatives direction I traveled into Santa Rosa, California to the Verizon store where I purchased the unit. I was told that the card for the unit was defective and they replaced it. I tested it in the store before I departed and it worked, however I told the store representative that I reside in an area where Verizon promises at least 3G and a strong signal and I have had neither.
Upon returning home the unit still would not operate properly. It would find a signal and on and off but when I could get online the speed was so slow I could not read e-mail, perform my business required internet searches or other internet related business needs.
The next day I returned to the store again at the direction of Verizon's store representative who said he would provide a new unit. When I arrived I was now told that Verizon was working on towers in my area and that there would be intermittent service for 1 week and “intermittent service” turned out to be almost zero service which has caused damages to my business. My promised Verizon service has not been sufficient to perform my required daily work and as a result I have lost many hours of productivity and most likely customers that I cannot replace.
I pay Verizon a large monthly fee for this service and I have a right to expect it to function as promised. I was also never called, e-mailed, or contacted in any manner about service interruptions. Had you contacted me I would have been able to possibly make arrangements to mitigate the extensive damage and hardship this has placed on my small business but unfortunately you did not make any attempt to do so. I have a list of damages/losses which I trust can be settled without litigation. If not, I am fully prepared to do so as I have clients that will represent my business pro bono.
For a period of (5) days I was unable to perform my required daily research, communication, and business development activities. I average $7,000.00 per month in my business working 20 days. The 5 days I was not able to operate has cost my business $1,750.00, please see the invoice. If payment has not been made to my firm within thirty business days, or you do not respond within 30 days I will file suit, and file a complaint with the Federal Trade Commission. One thing not mentioned in this is their bait & switch scams they employ against unsuspecting consumers and I think it is high time for a class action suit against these despots.
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!
I changed over to Verizon when I moved back in April of 2011 as I hated the service that Comcast provided. For much of my time with Verizon, I was very happy with the service provided and little to no issues with them. This all changed starting in August of 2012. One fine day in August, my DVR Box would randomly turn itself off and restart. I contacted Verizon about the issue and they informed me that it appears that the DVR Box had to be replaced as hard drive died. They would send me out a new DVR Box, free of charge (this is what I would expect). I received the new box and sent back the old back.
Unfortunately, with the new DVR Box, all of my DVR information was lost. Verizon said that there was nothing that they could do in transferring the information to the new box. This is an annoyance, but having to only deal with it once so far with them, wasn't too bad.
The first NFL weekend of the year rolled around and I go to turn on the NFL Redzone Network about 30 minutes prior to kick off, which is the main reason why I have the sports package. The channel says that it's not available as I'm not subscribed. I contacted Verizon and they said that they sent out an email in August saying that people may not be getting it without signing up for it. I checked my email and didn't get that, so I asked to be re-subscribed to it. They did so and said it would be back up and running in 15 minutes.
After about 20 minutes, I still have the error message and call Verizon again. At this point, the early games are starting and I'm not happy. Eventually, I get a hold of Verizon and they said that all Verizon users are having a problem with NFL Redzone and that they are working on it. I asked about the email and subscription thing, and they said that they had no idea what I was talking about. I asked if I would be getting some type of credit due to the error, to which they said that a credit would be issued, of some sort. The NFL Redzone channel was down for a majority of the early games, making it almost useless for the first week of the NFL season.
Fast forward to October 31st. My DVR Box starts to randomly turn off again. I contact Verizon to let them know and they have me do a couple of things with the box to see if they can solve the problem. Eventually, they state that they have found the issue and have fixed the problem and that my box won't have any more issues. I made sure that they pointed out that they found the issue and fixed it so that it wasn't just something they couldn't find and were telling me there's nothing wrong.
A few hours later, the box randomly turned off again. Once again, I had to contact Verizon. When I did, they went through a couple of tests again and concluded that I needed a new box as the hard drive was done. I was quite angry since this was a new box and was just told that they fixed the issue a couple of hours ago.
They said that it's very rare for a hard drive to do this, but will replace it, free of charge. I explained that this was the second hard drive to have this issue in the past few months and wasn't going to be happy if I had to keep losing all of my DVR info and sending in for new boxes every couple of months. I was assured that the next box wouldn't have that happen.
I then decided to ask about my credit from the NFL Redzone issue. She was aware of the issue, but said that she wasn't aware of a credit, so she transferred me to an account specialist. When I was talking with the specialist, they needed my account number. I do paperless billing, so I attempted to pull up my bill online. The Verizon website said I was logged in, but wouldn't allow me to pull up my bill, saying that I wasn't logged in (I know, I didn't understand that). So I would attempt to log in again, but it said I couldn't because I was already logged in.
I explained this problem to Verizon and they said that if they gave me the last amount paid to Verizon, they could very my account. So I pull up my credit card statement and tell them the last amount paid to Verizon (paid via auto-pay). They said that the number was incorrect. So I went to the prior month and they said that was incorrect as well. I went to the prior month and again they said that none of those numbers match with amounts they are showing that I paid.
By this point I was furious and couldn't deal with them anymore. So I decided to just end the conversation and come back to it the next time I had to contact Verizon. Last night, I was looking at my credit card statement and noticed that my Verizon charge was $17 higher than normal. I went to my Verizon bill and saw that I was being charged for 2 DVR Boxes, so I contacted Verizon.
Verizon informed me that I had 2 DVR Boxes, so that's why I was being charged. I explained to them about the issue back on Oct. 31st and how they sent a replacement box. They did see that and then said that they only charge an account for a second box if the bad box isn't returned within 30 days. I asked what day they got the box back, knowing that I returned it well within 30 days. They said that they got the back back on November 21st, which is less than 30 days.
They said that this must have been a Verizon mistake and they will issue me a credit on my next statement. I then decided to ask about the NFL Redzone credit, to see the status of that. I was informed that Verizon decided not to issue a credit. I inquired as to why they decided not to rely this information onto its customers, but they didn't answer that, saying that they were sorry, but the channel was only out for a few hours. I really hope Verizon gets their act back together as I really don't want to change providers, but it's getting close to the point where the lesser of the two evils might be Comcast.
ST. PERTERSBURG, FLORIDA -- I was given this phone last year for being a valued customer for over 20 years. I started having problems with the phone prior to expiration of warranty. Called Verizon and spoke to Joshua and he advised me to call a specific number, tell them he told me to call and explain to them that the phone is barely out of warranty, and the problems I am having. These are the keyboard would double the letters, the keys would stick, took several times to try to dial a number and had many dropped calls.
My clients, due to this being my business phone, would have to call my home because they weren't able to reach me on the cell phone. Verizon checked the phone, told me it was the phone. Called Tech Support @ Verizon. They advised a replacement phone of the same kind and brand would be sent out overnight delivery for the next day. With as many times as I have called, Zach said he would give me a 20.00 credit for inconvenience.
I received the replacement phone the next day. Verizon programmed the phone and it had more problems than the other one. When I tried to dial a number, it hung up, when someone would call, it hung up. After three days of trying to get the phone to work, I called Verizon again. They advised they would send me a different type of phone, the LG Cosmos II which would be ready to be programmed, and it would be sent out overnight delivery. The phone came in without the back of the phone, a battery or charger.
I recontacted Verizon explained the situation. They sent the battery and charger, but no back to the phone so I couldn't even get that one connected. It's been 3 weeks and many phone calls to Verizon. The back of the phone was supposed to be here Saturday. It didn't come. Recontacted Verizon again, they advised it would be here Monday, now it is Monday and not here yet. I continued to tell them this is a business phone and I need it.
Excuses continued to come, advising this time the back of the phone will arrive before 3:00 on Tuesday 12/4/12. I am waiting to see. When they send replacement phones, they are refurbished. I told the representative tonight I wanted a new phone. She said she can't help me there. By now, I am very aggravated. I do believe Verizon should give me a free, non-refurbished phone of my choice. They need to do something for a customer that has been a valued one for that many years.
So everyone, beware of the refurbished phones. Asurion is their current cell phone insurance company and they send out refurbished phones for Verizon. There is a cell phone insurance company out there that will send you a new phone when you purchase their insurance and file a claim. Verizon Tech Support tells me there is no such thing. I reminded her that it was a local representative and technician at the Verizon Store in Pinellas Park is the one that provided the information to me.
Three weeks now, and still no decent phone. The service used to be good, that is why I stayed with them so long, now it has changed drastically. With as much as we have to pay for service, and always a contract with Verizon, they should be more accommodating to their customers needs. Angry Customer.
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 DirecTV." 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. Lo 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 cannot 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 made the payment and decided to check my account at my bank, well 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 cannot get the billing correct to save their lives. So I had to call again today, I spoke to a Mrs. **. 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, it's 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. 1. I purchased the phone new from Verizon. Shortly after buying the phone I found that the phone did not function well. Getting to the Internet was unreal. It takes a very long time for pages to load. I usually get tired of waiting and end up using my laptop. I also had a problem with calls. Pulling up previously dialed calls or missed calls and using this to return calls takes so long I end up hitting the call button twice so I call the same person twice.
When checking voice mail, the phone goes black and normally when you move the phone the keypad SHOULD pop back up so that you can make number choices for those automated phones. Well, my phone stayed black. The only way to get the screen to turn back on was to hit the red phone, which I am sure you know disconnects the call and you get to start all over. I called CS and told them of all the problems I was having and they said they were going to send me a "new phone". A few days later I got a box with part of a phone in it. It was not new - it was refurbished.
I called CS and the person apologized that the first agent was supposed to tell me that it would be a refurbished phone. They also told me that there was nothing they could do because the phone was discontinued! I can understand why but when you purchase a phone and get a 2 year contract you would think the phone would work for the length of the contract. I contacted CS several times and a girl finally told me that if I turn the volume up or down on the side of the phone that the phone will light back up so I can use the key pad. Well, at least that helped a little. It is still a hassle. I feel as if I've been screwed! I purchased a new phone, ended up with a frustrating, poor functioning USED phone.
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 whatever 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 ** end of the stick so I WILL READ THE NEXT CONTRACT BEFORE SIGNING IT!!!