Verizon Wireless - Verizon Continues Billing of Cancelled Insurance Then Harasses Consumer
Cell phone insurance
WARRENDALE, PENNSYLVANIA -- March 9, 2012
Verizon Wireless, Office of Executive Relations
PO Box 553
Warrendale, PA 15086
I am in receipt of your letter dated March 7. As you are well aware, I made repeated attempts by post to have Asurion insurance removed from my account, beginning in November 2011 and continuing until March 2012. Asurion confirmed the cancellation immediately. Nevertheless, Verizon continued to charge my account.
In my repeated correspondence I specifically said I would not accept phone calls from you. There are numerous reasons for this policy: 1.) I will not waste time on redundant phone calls, i. e., the nature of the problem was very clear in my post; 2.) Verizon’s website plainly states that customer service can, in fact, be handled by post; 3.) Verizon failed to cancel the insurance, therefore, the only resolution is a revised bill. Merely discussing the problem on the phone is unacceptable.
Most companies do not require a phone call to confirm such modifications—offering more efficient resolution by chat or by email—thus eliminating redundant phone calls, voice mails and return phone calls. I absolutely cannot abide a company that puts its own preferred method of communication above the customer’s specific instructions. Christopher, I will not return your call, and then wait on a phone line for 10 minutes or longer to instruct you of requirements for my account—when I have already mailed you the instructions.
You disregarded those instructions, harassing my elderly mother by calling her line numerous times. You then called my disabled daughter’s line several times, leaving forceful messages. You upset my young daughter so much that she begged me to “tell the angry man to stop calling.” Ultimately, I received an email stating that the account had been correctly credited as per my November 2011 instructions—a simple and effective communication. Nevertheless, Christopher, you continued this harassment in a petulant letter complaining that I “hung up” on you.
Christopher, I am more than a little dismayed by your behavior—particularly in light of your chosen field. Furthermore, your insistence on blaming me for your inability to service the customer is reprehensible. Your letter states: “…any delay in accomplishing this modification to your account was due to the fact that we were unable to speak with you directly…” Christopher, suffice it to say I am not convinced that this almost five-month delay in meeting the customer’s needs was, in fact, my fault.
It appears that you, as Coordinator of Verizon Wireless’ Office of Executive Relations care little for the customer’s needs. What I needed, was for the insurance to be cancelled/credited with as little intrusion into my life as possible. Quite simply, Christopher, your job is to be the solution, not the problem. You, as a representative of Verizon, made an absolute nuisance of yourself.
I am a long-time Verizon customer. Nevertheless, the moment my contract expires, I will switch all three of my lines to AT&T. In the meantime, I will inform everyone I know personally and through social media, that Verizon Wireless’ Office of Executive Relations is disrespectful to its customers—to the point of harassment.
I am sending this letter, along with a copy of your missive, to the Verizon Human Resources Department. I urge the Human Resources department to maintain this letter as a testament to your obvious inability to offer customer service in any capacity.
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