Verizon Complaint - Type of calls - Roaming, international, long distance, domestic, international long distance (HUH)
NEW YORK, NEW YORK -- Plans after February 2005, per the prior unrevised online contract, are not supposed to have roaming charges. What are roaming versus international versus long distance versus international long distance, anyway? The reps don't need to know either. All they need to know is that you owe whatever the bill says. Who needs reps for that anyway? Just send a form to customers saying ,"Pay up, no matter what!" That's all the reps do! Be aware that this company advertises oh so nicely but try to reason with them and they are totally oblivious of what makes sense. The only thing they do is ask you to pay for their poor policies.
There is a language that many of us don't know called VERIZONESE.
What that means is that a plain ordinary call to a foreign country may be allowed through, even though the customer has asked to have international usage blocked. Because in Verizonese, a foreign country that is not that far is really a long distance call, though it is international charges. Following yet? Me either.
Verizon recently changed its on line site, and customers who signed up on the prior plan contract,fully expecting not to incur roaming charges must now pay for "roaming" charges since the name they may be referred to is "international long distance" charges, a term used by Verizon. They are the same ole roaming charges, another word used by cell phone companies to describe usage not agreed to. Is it any wonder satisfaction with cell phone companies is so low? No one wants to be bamboozled when they have service. No one knows what they can and cannot do on the cell until they do it and only find out too late. If a plan is supposed to allow only domestic (a family has no budget allowance for rates applied to non domestic) then it thwarts the intent of usage to charge for this "international-long distance" usage, a word ONLY defined and understood by Verizon. My geography book lists these countries as foreign so why does not the international usage apply to them. The international charges seem to apply to them. That is unfair to most unsuspecting customers and akin to entrapment. International charges apply but they are not treated as other international calls as far as policy is concerned.
The map for the "American Choice Plan" online includes all states plus Puerto Rico but excludes Alaska and Hawaii. No other countries are on the plan's map. Verizon does not want to acknowledge that countries (such as the Dominican Republic and others) that may go through by merely dialing just ten digits, are still outside of the US. They should be either international (not allowed without a request and an approval to include it via international) or Long Distance (since it can be dialed with ten digits and is so close by) and therefore included in the plan's unlimited long distance. You can't have it both ways!They are supposed to be free of charges and of worry. No one can afford those charges that occur when a cell is stolen, and therefore the "international approval" should apply to them.I asked that international be blocked. It is insignificant to the customer whether it is ten or more digits that are dialed. What matters is the charges. They are actually roaming when another carrier picks it up though it is not on the map's plan. Instead, Verizon and/or its lawyers use a new terminology, calling it "international long distance" and thereby confuse customers into accepting that they owe the charges. In my case these occurred while the phone was lost/stolen. Have you noticed that when a phone is lost it always has high charges on it, somehow? Verizon should never have allowed the calls through, per my plan or charged me for them as they are either roaming or international. In fact, I had once attempted to call overseas and was told I did not have the international feature. These are roaming charges, redefined to unfairly confuse customers ( and their own reps).By saying they are domestic-like and therefore Long Distance, customers are baffled and think they are expected to pay for the service they never wanted to allow.. Why are they being charged international rates? If they can be easily dialed like Long Distance and need no approval, they should not have the high overseas-like charges applied to them or should most certainly need prior approval. The approval thing is all about willingness to accept those type of charges and ability to pay it. If they are so close they could be included at a very reduced rate, perhaps, not the same as the international calls. I gave my daughter the phone feeling confident that it was safe as no calls could be made other than local. She does not know anyone in other countries anyway. While waiting to speak to Verizon customer service their recorded advertising says, paraphrased, "Now you will be worry free because you will never have to pay for roaming charges again."
Long distance is unlimited and free or included in the monthly fee, and so should "international long distance" be, if it will be dialed routinely as Long distance. Roaming charges are NOT permitted per their own advertising and also after 2/2005. International must be requested and approved. So these charges are invalid, made to bill the customer without their consent to these charges, after the fact. Why doesn't Verizon make a handbook to explain all its unknown intricate charges? Better yet, why don't they train their reps to know them. One rep told me Santo Domingo was in Puerto Rico! Another insisted all the calls were people met on MYSPACE ( an internet sight ). When did he become a private investigator as well as a rep? How dare he make such false accusations, and base his determination to charge me on them! What kind of training do they have anyway?
The Verizon policies are unequally applied, apparently to some degree on the gut feeling of a mistaken rude rep who does not know anything about you other than your voice. A stolen/lost phone means, by its very definition, that charges during that time are unauthorized. It is unauthorized usage. They advise you to dispute such charges on their bills, monthly. Read the part of your bill which says, "IMPORTANT INFORMATION." But Just try actually doing so, however. Verizon has trained its Customer Service Reps to be nothing more than Collection agencies determining that the customer is always wrong when a charge is involved. They act as though everything Verizon does is like the Ten Commandments that came down from Mount Sinai and is not to be disputed.. When a customer is clearly exercising their right and all indications are that the phone was used by someone who did not pay for its use, nothing is done to immediately rectify the problem and reverse such charges. It will fester and stay as is until the customer closes the account in utter disgust, as I have done. Is that any way to run a business? You bet it is NOT! I have honestly never encountered such utter disregard for a customer. The reps act as though they OWN the company and that you need to be extra nice to them to get them to do their reversals, but when you insist on service and accountability, then all of a sudden they are a mere employee who cannot help you. I feel like suing for the anguish I had in dealing with them.
I do have an issue with providing usage against my will to the person who stole my phone. It is a very valid issue easily understood by any reasonable person. Being cruel to the kind (decent customer) ultimately brings one to a position of being kind to the cruel (thief).
Thives are more importanat than paying cutomers to Verizon. As a matter of fact, they approve of thieves actions and they get away with it while decent honest people are harrased instead. I guess it is better to be poor and a thief than middle class and honest. The first can do as they please while the latter must pay the piper for it.