Verizon Complaint - Terrible Experience with Verizon Wireless
TORRANCE, CALIFORNIA -- I was a loyal verizon wireless customer until very recently. Honestly, I had no trouble with their service areas, prices, or any of the phones I had used for that matter. However, October of 2006, I happened to lose my phone at an amusement park. It took me one day to suspend my phone, and so I understand if there were any usages on the stolen phone that were charged to my account on that one day someone had my lost phone for free usage. (Just to clarify, I lost my phone on a Saturday, left it for Sunday (altho I did call to file a lost/stolen report to receive a new phone that day), and suspended the service on Monday).
I was very pleased that I got my new phone delivered immediately, (one business day) and called verizon again to activate the new phone. Everything seemed good until I got my first billing statement since I lost my phone. It was over $1,000. Someone had picked up my lost phone and has been downloading games, music, wallpapers, etc. onto my old phone, and for some reason it was showing up on MY current bill. It's hard to believe that Verizon had SUCH trouble cancelling my old phone correctly. Honestly, I don't see what is so difficult about such a simple process. So once I recieved my bill, I had to call customer service and explain my situation, and all the while I am getting accused of making those data usage charges myself. I had to call a couple of times to get to a representative that understood my problem. Well I got all usages that weren't mine credited back the first time. They convinced me that this same problem won't happen the next month. So, since changing numbers/services could be a hassle, I decided to let the first one slide. Next billing cycle comes along, SAME THING. Of course, I got all usages that werent mine credited back the second time too but it was a long process. I should have cancelled the service the second time around, but I decided then that if this happens the next month, that that is the action I'm taking. As you can guess, the same thing happened the third month. (Pleast note that each month I had to go through customer service and reexplain myself EACH time). I cancelled my service, and surprise surprise, the last billing statement had usages that weren't mind AGAIN. Now I am trying to get those usages credited towards my cancellation fee. Currently I am waiting for one of the representatives to call me back to let me know of how much they will credit back. I think, probably, since theire customer service is much less than satisfactory, they will probably never call me back. And of course, I get accused again and again. I don't understand why they would even THINK I would do something like downloaded hundreds of data and then call customer service, make up a lie to get everything credited back. Whats the point in that????
Conclusion of story: DON'T use verizon wireless EVER. If you do happen to have verizon and lose your phone, do not hesitate to cancel your service or change your number immediately.
***thank you for the comments. To my surprise, the verizon customer representative did call me back to let me know the final balance of my bill. He said that he credited back all data usage charges that weren't mine, but he said some fees carried over from previous bills which I hadn't paid in full. (Which I am totally confused about, because I've been paying the exact amounts of what was listed on my bills). What I did was have him send me the detailed usage statements from September till the end of my service, and I'm going to use that to see if there were any miscalculations, as well as file a report with the FCC ( thanks to one of the users below who let me know about it ). Also, as for the fourth comment, I suspended my phone on the Monday and called insurance on Sunday. I understand that if there were any usages until I suspended my phone, I am responsbile for it. But the problem was that even after my suspension and reactivating my new phone, the person who picked up my old phone was still able to download data. All these usages came up on my bill as if I was the one doing the downloads. This happened for three months. Honestly I don't really care about if there were any usages within that time that I didn't have my phone suspended, because the biggest problem was that they could not correctly cancel my old phone and on top of that, many times didn't believe that my situation was true.