My experience with Verizon - Horrible - here's why

I had been a customer with Verizon Wireless since 2008. During my time as a customer, service was just ok but I always had service at my home (home office) and at my corporate office. Two of the most important places I needed service. That was until November of 2013 when service at my home and office was no longer consistent or available at all. I had an Android phone so I asked my wife what her service was like in both places since she had an i-phone. She experienced the same service problems. My wife and I both tried to work with Verizon to resolve the issue. Verizon's response..."I see our computer shows service in those areas so there should not be a problem." My wife and I continued to explain to them for 2 months that yes there once was service and then like a switch there was none. I don't care what the computer says there is NO service. Verizon would NOT send someone out to verify service despite requesting them to do so. After 2 months of frustration Verizon offered a solution "you can put a signal booster in your house for an additional $40 a month." I did NOT want to pay extra money to restore service where I once had it. This was a change in service on Verizon's end which created a hardship in me doing business so after two months we came to an agreement that we may cancel our contract and would not be charged for the remaining 4 months. My wife and I canceled our service and went with another provider. Following the cancellation we received a letter in the mail stating that we owed early termination fees! I called Verizon stating that I was assured that I would NOT be charged these fees. Verizon reassured me that was the case and that we needed to wait for the official bill before they could offer the credits. Our bill came...I called Verizon regarding the credits...they flat out LIED and said we do not have any record showing we were going to offer you credits. It has been a constant battle since then and they have now sent my bill to collections. Fed up with dealing with this almost a year later and trying to repair the damage Verizon has done to my credit score I agreed to pay the bill with a "pay for delete option". Verizon's refused. The collection agency then sends me a letter for a settlement offer of 65% of the amount owed. Before scheduling the payment I called Verizon to ensure that if I accept this offer that they would report that the account was "paid in full". Verizon said YES they would report the account as paid in full. I called back and schedule the payment for 1 week out. I DO NOT trust Verizon due to the flat out lies and deceptive way they handled my cancellation so the week gave me a chance to get the "paid in full" reporting status in writing. Once I requested this Verizon back peddled AGAIN and said they would not send the letter and when I pressed the issue they stated that the account would be reported as "settled for less then amount owed". This is VERY different in the eyes of future lenders so canceled my scheduled payment. Verizon CAN NOT BE TRUSTED for anything that they say. They will LIE and delete notes on your account to get things their way. If you choose to (or have to) do business with Verizon get EVERYTHING in writing. I STRONGLY RECOMMEND YOU DO NOT DO BUSINESS WITH VERIZON! THEY ARE THE WORST COMPANY I HAVE EVER DEALT WITH.

I could not have said it any better VERIZON WILL LIE WITHOUT RESERVATION. THEY ALTERED RECORDS IN CONNECTION TO AN ISSUE I HAD WITH THEM, THEY LIED REPEATEDLY, I KNOW THEY HAVE FLAGGED ME AS A 'PROBLEM CUSTOMER' AND WHEN I CALL THEY ADJUST THEIR TREATMENT OF ME ACCORDINGLY. CALLS MYSTERIOUSLY DROP WHEN TALKING TO REPS, THEY MAKE ME HOLD FOR EXTENDED PERIODS HOPING I WILL HANG UP. NO OTHER COMPANY I HAVE DEALT WITH LIES AS OFTEN OR IN AS MANY WAYS AS THIS COMPANY. THEIR INSOLENCE ONLY HARDENS MY RESOLVE, IF ONLY OTHERS WERE PERSISTENT BEEDS TO CALL UT ALAS. SOMEONE SOMEWHERE NEEDS TO CALL THEM ON IT ONCE IN AWHILE.

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Bad experience with Verizon Fios Internet and Customer Service

I had an extremely bad experience with Verizon Fios Internet service and I will never use Verizon again.
In August 2014, I called and installed the Verizon Fios Internet and phone bundle. I asked the customer agent several times if I will be charged anything before the installation of the Internet and phone service. She said, 'No, we will only start charging after the Internet and phone are installed at your apartment'. I went to the store and picked up the router and phone and installed it at home by myself. The router did not work. I called Tech support and they said it will take several days for another available agent to come and look into the issue. I decided to discontinue the service and closed the account that same night.
At the end of the month, I received a bill of $80 of activation fee for the internet service. Nothing was ever activated, my internet router did not work, and I got charged an activation fee for a service that I did not even start using. From August to December, I called customer service over 10 times and some of them said they will waive it while the others said it's a non-refundable activation fee. One lady said, 'Ma'am, the activation fee starts when you placed the order, the warehouse received it and packed the router in the boxes....' Isn't that ridiculous? If that's the case, please ask all your customer representative to say a clause before new customers open their account: Are you aware that you will be charged a non-refundable activation fee once you open the account regardless of whether or not you use the service or not.
So after 3 months (November 2014), I decided to get out of all these troubles and paid off my $80 activation fee. They put the bill in the collection agency and I called them and paid the overdue balance. Then in December 2014, I received a statement saying I have a $3.11 overdue balance. The collection agency told me that they will charge me for the whole activation fee and a $3 transaction fee for the transaction. So now Verizon came back and said I owed them the $3 because I paid the collection agency their transaction fee.
I am very disappointed and furious about the whole Verizon operating system. Charging a customer for an activation fee for a service s/he has not consumed or used does not make any business sense. In addition, they do not know how to coordinate with the collection agency on overdue bills. Give the customer a heads-up that they will be charged a transaction fee on top of the overdue balance, and that transaction fee does not count towards clearing the balance.
I have completely lost my confidence in Verizon albeit the many good feedback from my friends.

Hi crystallau52,
Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

New Customer - Have had MISERABLE experience with Verizon service and Customer service

I am a brand new customer of Verizon Fios and so far I have zero good things to say about it. If it wasn't for the aggrevation of switching cable companies, I most definitely would go back to Comcast.
I moved into a new home in the middle of April. The previous owner had Verizon Fios in this house, so there was minimal installation that had to be done when I initially set up my cable. My house was pretty much empty at the time, so we had the TV's set up where we had a place to put it (upstairs, kitchen, and living room). We recently bought bedroom furniture, so we could now move the TV to where we initially wanted it, in our bedroom. However when we tried to hook it up to an outlet, no picture came though. This is when my awful experience with verizon customer service (or lack there of) began.
I took time out of my work day to call Verizon about this problem. I was on hold for about 30 mins until I actually heard a human's voice. He was unable to help me since I was not at home to unplug and plug things back in.
I called again when I was home, this time I was on hold for about 20 mins (wow)... the first person could not help me, so she transferred me to another department... put on hold for 35 mins.... this perosn couldnt help me either and they transferred me back to the SAME DEPARTMENT I WAS INITIALLY TRANSFERRED FROM.... put on hold for about 45 mins... finally i speak with someone that knows what they are talking about. Of course I have to go through all the same steps that I did the first time which did not work. As this person decides I need a technician, he begins to look up available dates... and then after an hour and 35 mins on the phone, it gets disconnected! I wait for 5 minutes to get a call back but I get NOTHING. I spent now 2 hours trying to deal with this and verizon doesnt even call me back when its their phone that gets disconnected? Thats terrible.
I call back after 10 mins and am put on hold right away (obviously).... after 25 mins of being on hold, shocker - the call is disconnected again.
That was enough for one day
I call back again the next day... same old thing... put on hold for 30 mins, talk to one person who cant help me, transferred to another department and put on hold for 20 more mins.
Finally with the tech department who says they are going to schedule a tech to come out to fix the problem but also mentioned they are going to charge me $55 for this! Are you kidding me?????? Verizon wastes about 4 hours of my life and busy day and then has the nerve to say they are going to charge me for it? I asked the person several times if I could speak with a manager or supervisor, they never let me. I asked multiple times and she just said that they wouldnt be able to help me and that the charge would stick.
I can't imagine that anyone would treat a brand new customer like this. I will not recommend Verizon to any one until I see some kind of help or REAL customer service from them.

I did call them this morning, and still on the phone.
I will say this - the reps are very friendly and do try to help in earnest. That's been my experience overall with Verizon. So in terms of the actual people, I give them an A+.
In terms of their system and how they process things, they get a big fat F. The very idea that I sent back a phone with accessories and their warehouse only registered the return of the phone pretty much says that there is something fishy going on there at the warehouse. And it took an hour to sort this out so far and counting.
The thing that bugs me about Verizon is how complicated it is to get everything straightened out.
Right now, they are trying to sort out the activation fee - I already have been charged one and now they are trying to figure out if i have to pay another one. Another 15 minutes just on that.
Everything has been resolved. Thankfully, Verizon's saving grace is that their reps are nice people.

I had a terrible experience with Verizon's buy back program

I had a terrible experience with Verizon's buy back program of old iPhone's when you bought a new iPhone 6 or 6 Plus. The general manager did a very poor job of handeling the situation, where can I file a formal review or complaint?

Schneiderhanj
I'm very sad to hear about the less than stellar experience you encountered at one of our store locations! I definitely can make sure your feedback is lifted up. What happened? Which location did you visit?
RuthW_VZW
Follow us on twitter @VZWSupport

My recent experience with Verizon wireless

Approximately two years ago, I decided to switch to Verizon wireless from another carrier because the company I work for has a corporate account with them and offers discounts to employees that have their personal accounts with VZW as well. I got a vanilla iPhone 4 and everything was going well until recently when I made the mistake of trying to upgrade my phone.
My first attempt to upgrade was two days ago. I entered the Independence, Ohio corporate store and wandered around a bit assuming a sales person would be around to see me soon. My main goal was to decide whether to upgrade to the HTC 8x or the Nokia Lumina 928 as I have a surface and I was interested in getting all my devices onto the same platform (Windows 8). After five minutes or so I detected a presence and I started describing the above to the salesperson who had appeared next to me. He stared at me blankly and flatly stated that he was just there to "check me in." He assured me it would only be 15 minutes or so, so I gave him my number and continued playing around with the test phones they had on display. Thirty minutes later, I was getting anxious watching what seemed like tens of employees wandering aimlessly throughout the store staring at tablets or talking with customers about seemingly unrelated topics (video games, weather etc...), I walked out with the thought that I would just upgrade online.
I went onto Verizon's website later that evening and attempted to upgrade. I got all the way to the point where I select my delivery method and selected pick up at store. I found the store I had visited earlier in the day and it said "Available for pick up in this store;" however, when I attempted to continue there was an error and it didn't allow me to complete the purpose. Seeing as many of us operate under the "I want it now" mentality, I wanted to avoid having to ship the device and thought that it should be easy enough to somehow get this transaction completed in person.
Next day I went to a different Verizon store in hopes it would be less busy. This time, I walked in and there were four guys sitting around in an empty store twiddling their thumbs with cigarettes strewn about the main desk. They asked what I had come for and I told them. They incredulously asked me why I would want a Windows 8 phone. I told them. They said they didn't have that phone because it was a "rare" phone. They then proceeded to train the "new" guy (4th guy doing nothing) on how to check inventory. When I asked them whether the Independence store had the phone they proceeded to describe to me in excruciating detail the "intricacies" underlying corporate vs self-owned branches and how they couldn't check the inventory of Independence due to it being the former. They then said I could upgrade with them and then drive thirty minutes to the nearest non-corporate store to pick up the phone. Sounds like a great solution.... right. I declined and left.
Later that day I returned to the Independence store and went through the same song and dance as before; however, this time I was determined to wait. I "checked in" with the fellow at the front and set in to wait. After about thirty minutes of watching "employees" mill around aimlessly heads-down, staring at tablets and wandering in and out of the "back room" someone called for "Tim" - my name is "Tom" - apparently the greeter had failed at his one mission of greeting customers and GETTING THEIR NAME RIGHT. I get that it's a similar enough name but at this point I was getting frustrated. I had spent upwards of 2 hours between store visits and web-form filler-outing simply trying to give Verizon more money. And it wasn't over yet...
"Tim" acknowledged the woman and she trundled over to help. I asked her whether the HTC 8x was free to upgrade to as that is the deal offered online and there is even a link online that allows you to "get this deal at your local store." She said she would have to check. After fiddling with her magic tablet for a minute or two she sorrowfully informed me that it was $99 dollars to upgrade to that phone in the store. She then ushered me to a kiosk and asked me to log into My Verizon account on there to see if the deal was available via that method. At that point she got a person involved who was presumably a "manager" who was standing in the midst of the store, arms crossed, scanning the sea of people hoping to buy phones interspersed with employees wandering around (heads down, staring at tablets, of course), and just generally looking important (or trying to). I said to him: so I can upgrade here but you can't just hand me a phone, I have to have it shipped to me? His response was: "Yup, sorry dude." Great. Fine, I say: I go through the whole process again and at checkout, the phone is 99 instead of free like I had seen at home. His response, "Oh, sorry man." Throwing up my hands, I left thinking - company discount be ****** - I was going to switch to a different provider.
By the time I had arrived at home, I had cooled off a bit and I figured I would just try the shipping thing again in order to avoid having to interact with these phone salespeople again. I went through the process, got my "free" HTC 8x upgrade - with the exception of the $30 "upgrade fee" of course - which covers three hours of a tablet-staring, empty-eyed salesperson's salary and completed my order. (NB: I went through the process of "verifying" my device so I could have the new phone shipped to a different shipping address cf. my billing address as I am out of town on business and won't be back at my home residence for another two weeks. This alternate address is a separate house - a real address - I keep in another city). Finally, I think, done and upgraded - won't have to deal with them for another two years.
Two hours later, I get an email saying my order was shipped. That was fast, I think at first with glee! Then I check the email... they had shipped the phone to my home address... the place I won't be for two weeks. Grumbling, I picked up the phone and suffered through the pain that is the Verizon automated phone system attempting to reach another human. Finally, I reach a bubbly gal' with a thick Southern accent (nice enough actually) who apologized and said she would sent in a change order to FedEx to get my phone rerouted to my current address. Ok I said, thank you for your help - should I expect a confirmation from FedEx? Yes, she said - expect it by the morning.
Fast forward to this morning where I'm sitting in a meeting and my phone goes off - incoming call from Irvine, California - strange. I return to my meeting. Fifteen minutes later, same number calls. I excuse myself from the meeting - this must be an emergency. I pick up: HI THIS IS AN AUTOMATED CALL FROM VERIZON WIRELESS WITH THE OPPORTUNITY FOR YOU TO TAKE A SURVEY. I hang up in disgust and return to my job. After the meeting is over, I get onto my computer to check the status of my phone delivery. Yup, as expected - happily on its way to my HOME address where it will either be returned to sender or left sitting on my doorstep for two weeks.
Great work.
-An Unhappy Customer. (AKA "Tim")

Man that was way to long....................!
First send a certified return receipt requested letter to the address on your invoice. Dispute the $299.00 then wait for the green receipt card to come back to you. Tell them exactly why you are disputing it. Photos don't match, not the phone you sent bac and all the problems you have had with your service, if you have contact names state them in the letter.
Make copies of the letter you sent, any corrospondence you received from them, invoices, etc. dates, times of phone calls, and go to a Small Claims court and sue them for all amounts in dispute. Add in the cost of the certified letter, loss from work fir going to court, filing fees, and make sure you have all your documents ready for the judge.
Do not elect arbitration from verizon at anytime just have your case heard in court. Do not settle with verizon unless they credit you the full amount you are asking for. The loss/damage phone scam is common with verizon just do a google search on it, print them out to show the judge it is questionable that you are to blame for the damage.
Its a scam from the vendor Verizon uses to collect these devices. Damage claims have to be filed by verizon if they are paying for the return back to them.
Also sue them in a State Supreme court for cutting off your service without following the fair debt collection act. You can dispute orally, but must write to preserve your rights.
Good Luck

Iphone 4 cdma: bad experience with verizon customer service/store

I have been paying around $140 for my shared plan with Verizon. One phone in this line is an iphone4. I am travelling outside the country for the next couple of months and I wanted a solution from Verizon.
1. Online chat: I asked this question to the chat reps and they told me to go to a store.
2. Store: At the store I met a folks who did not understand the technical details of a cdma phone. He asked me if I could unlock it and use it. I explained why it is their responsibility to ensure that such a phone is unlocked. He then deferred to the store manager, who kind of seemed nonchalant about the whole situation said that he cannot do anything to help. When I asked what am I supposed to do with this phone after my contract he said that I could do what ever I want with it, he added that I could trade it in for 40 bucks ( while my friends make a couple ah 100 bucks on ebay after selling an unlocked iphone4). He told me to talk to verizon customer support.
3. Customer support: I dialed in. I asked him a questions about why the company does not offer iphone 4's as a gsm while other service providers do and what value am I getting from paying for a device that I would never use post the contract. He said that verizon was late to provide unlocked phones and they started with the 4s. I spoke to global support about the rental program that they offer for just 20 days. When I asked if they would make this an exception, they said they cant and the system (made by verizon) will track inventory and will not allow rentals over 20days. The final option was buying another phone for retail price.
Overall I wanted to express that I am completely disappointed in the way Verizon treats their customer. They talk about policies and how they cannot bend it to meet a customers requirement. I would have been the happiest person if they gave me a replacement phone and not ask me to buy a new unlocked phone. Why am I paying for a service that does not help me during such situations?
Thank you
A sad customer...

I'm not sure that I understand what your complaint is. Verizon Wireless does not offer GSM iPhones 4 because Verizon Wireless does not operate a GSM network.

Horrible experience with verizon DSL

I been using verzion dsl for few years. i have same experience few times already. my internet dropped to around 0.6Kbps before. i call up verizon and they fixed it on their side. internet work as normal without problem. This time i got same problem. the difference is i lost dial tone for a week and i call my home # it forward to someone else. After verizon fixed the voice/dialtone. my dsl act up. it dropped to 1.2Kbps since 2 week ago. it dropped to 0.6Kbps last few days. i didn't call verzion when it dropped to 1.2Kbps. I think they are working on fios upgrade down the street. Now it go down to 0.6Kbps. I call tech support today. he want me to go thru all testing. i dunno how many times i did that before. end up the problem on their side. I am thinking switch to cable. None of my friend using cable have to go thur the same thing twice a year. That's the cycle. I call verizon almost twice a year for same problem.

Your line is having a noise issue, hence the slow speeds and disconnects you are having. If you have access to a NID, if possible, take your modem out to the NID to see if the problem is with your inside wiring or if it is Verizon's responsibility to solve.
If you're wondering what your NID is, it would be the box or location where the copper drop from Verizon's network meets up with your home's wiring. Modern NIDs will have a Customer Access portion with a telephone jack inside, which is used for testing lines out. If you have an older style NID, you can either wire up a jack yourself (and disconnect your home's wiring temporarilly) or you can get a Verizon tech out to check the physical copper loop.
========
The first to bring me 1Gbps Fiber for $30/m wins!

My ongoing terrible experience with Verizon.

Let me start from the very beginning. On May 24th 2013 I moved from apartment #814 to apartment #1611 in my current building. Being the organized individual that I am I called verizon about 2 to 3 weeks prior to my move to schedule a technician for that day to come transfer my service. Seems simple enough, its not.
On my 23rd, I recieved my first reschedule call from verizon. They informed me that they were having "engineering" issues and that my new date for a technician would be June 15th. Well thats just ridiculous, I planned on calling them tomorrow to get everything sorted out. To my astonishment Verizon called me the next day before I could call them. I assumed they were calling to correct their mistake, however, i was flabergasted to find out that they couldnt install my fios on June 15th but would need to reschedule to June 30th. One thing I forgot to mention, was that in both cases, these were messages left on my answering machine, where mind you, Verizon had the wrong apartment number.
I got home that night and called Verizon. After spending over a half an hour on the phone with the customer service representative, they asked what time it was where lived (ridiculous considering they have my address). After telling them the time I was informed there was nothing they could do as the offices in my area were closed.
Now we get to the first good sign in an otherwise gloomy story. The next day i spoke on the phone to a wonderful woman who promised to help me. After she was locked out of changing my address by the verizon system she decided she would just cancel the order and place a new one. I wasnt super pleased about this as i would now have to sign up for a 2 year contract instead of just continuing with my old one, but I need the service so i agreed. She fixed my address and set me up for a technician to come out to my apartment on June 5th. FInally some good news.
Guess what? on June 4th I receive a call from verizon informing me that they would need to reschedule for June 11th. Ugh again, this is getting to be absurd. Little did i know it was just the beginning.
On June 9th, i got a call from Verizon confirming my appointment for June 11th from 1-5. On June 10th i got a call from Verizon confirming my appointment for June 11th from 1-5. On June 11th i took a half day from work and sat at my appartment starting at 12:30pm.
At around 4:30pm i decided to call Verizon and check the status of the techician. After 20 or so minutes on the phone with the customer service representative I was told that there are notes on my account that someone was supposed to call me that morning to reschedule my appointment for the 24th of June.
Unbelievable, now not only had Verizon reschedule my appointment for the fifth time. But they forgot to call me costing me time that I would otherwise be paid for. So after calmly expressing my frustration I decide to try and work with the customer service representative to figure out what is going on and why i keep getting rescheduled.
We spent about an hour on the phone with her talking to the service people in my area and then relaying the message to me (verizon wont let you talk to the service center directly). The reason they kept giving was "engineering" and they need to install fios in the area.
I have a couple problems with this accessment. Number one, I had fios that worked just fine in my apartment 8 floors down. It worked up to the day they turned it off. Now, why couldnt a technician just turn it back on in a different apartment? I had all of the equipment already. Number 2, if they are working on the system, does everyone in my building lose fios? Do they just have the old version? Frankly, hook me up with that old stuff, i dont care, i just want some internet. Number 3, maybe fios isnt in the whole building? nope, you would be wrong again, it is. All of my neighbors on my floor seem to have great working fios. Why just my apartment.
Anyway, my troubles still continue as I am now scheduled to have a technician come out on June 24th. My one month aniversary without service. Thanks for the wonderful present Verizon. I hope you dont stand me up, again...

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Terrible experience with Verizon customer care. Need update on security deposit.

Hi,
I disconnected my FIOS internet service about two months back. When I took the connection last year, I was asked to pay a security deposit of $400 and I paid this. After disconnecting FIOS, I am trying to get the status of the refund of my security deposit.
I have called close to ten times to the customer care and all the times, I have been given either false information or I was told they would call me back and that would not happen.
At this point, I am extremely disappointed and surprised about how an organization like Verizon could be so unprofessional.
I need to know the status of my security deposit. Has anyone else faced this kind of a problem? How was this resolved?
Regards,
Sathish

Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.
Anthony_VZ
**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
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Bad experience with Verizon store!

Yesterday, we went to the local verizon store in Wichita Falls, TX to add a line to my account for my daughter. She is currently using a prepaid phone with ATT and we wanted to switch her over to our Verizon account. She picked out a Nokia Lumia Icon that they had on display. The sales rep that we dealt with went to get the phone and a lot of accessories for it for her to look through. She decided not to get a case but she did want to get screen protectors.
The rep scanned the phone box and told us that instead of the $149.99 with a $50 rebate, they could do an instant rebate and would offer us $100 in free accessories. Yay! Great! Free stuff is always good! We went to look at accessories for our other devices as she had already decided that she didn't like the cases they had for her new phone. We settled on a bluetooth keyboard case for our tablet.
At this point, the rep handed us off to his manager so he could go help other customers. The manager went through the process of activating the phone. She asked if we would like her to put one of the screen protectors on for us. We answered that we would. She attempts to put the protector on and it doesn't fit the phone. After looking at it some, the reason it won't fit is that the phone they have is the Lumia 928 NOT the Lumia Icon she had picked out.
The manager looks into it and comes back to tell us that the 928, which is not on display anywhere in the store, is in stock. The Icon is not in stock and would have to be ordered. She asks if we want her to look up the differences in the phones, which we did. The Icon has a better processor, 1/2 inch larger screen, and double the memory of the 928. We told her that we did not want the 928 and for them to order the Icon. They ended up having to order it from another store in the area because the warehouse showed it as "retired."
At this point, the manager we're dealing with returns all of the accessories and hands us the tablet to sign for another $40+ because they won't do the instant rebate or the free accessories with the Icon.
So we wasted over 2 hours in the store dealing with this mess, had them try to give us a phone we didn't want without telling us it wasn't the one we wanted, and promise free goodies just to take it all back when we told them that we wanted the phone that we asked for in the first place.
If it hadn't been for the screen protector, we would've walked out with a phone that was inferior to the one that she looked at in the store and would've been left to figure this out later.
Not sure if the bait-and-switch tactic is normal for Verizon stores, but this was a very aggravating situation that wasted a lot of our time.
Good customer service would've done something to try to make this right...like maybe making good on everything they had promised during the transaction!

I agree good customer service and getting everything they promised is a good start. At the same time we as customers should be looking at the box of the phone and the phone and do a better job inspecting what they bring us. After all we need to be paying attention as well. They could of had a person that is learning and could of not paid attention and knew about them being different phones. I am not making excuses for them as they do need to do more training with their new people if that was the case. But I agree with you and understand as it is a tough thing to have to deal with.

Where can I place a complaint (long one) with an experience I had with Verizon?

I have had a really bad experience with Verizon and would like to speak with a Verizon professional because the experience lasted from 10 a.m. til approx. 5pm yesterday. Can I have an official call me?

Thank you, tried that, the email is limited to 2000 characters, but will call them.

Why is the Iphone not compatible with Verizons 4G network?

Will Apple be coming out with an iphone4S that is compatible with Verizons 4G network?

Why? Because it does not have an LTE radio in it.
As for will Apple come out with one that is, nothing has been announced, therefore no-one knows. It's highly doubtful that there will be a version of the 4S that is LTE capable.

3 months left with Verizon. Eligable upgrade is a joke & 'm sick of Verizon & its lies & pricing

First of all, I was a happy Alltel customer. Happy with my plan, my service, my reception etc. Then Verizon took over my reception became mediocre, and then I accepted a job offer in New Bern, NC. From the day I got here, I had problems with my reception and service. I could not have a conversation with my family 4 hours away with out multiple dropped calls or poor reception. Both areas were in the red areas which meant that there was coverage and plenty of it. Finally after numerous calls to Customer Service and numerous visits to the New Bern Verizon store we were told by Verizon that the only way we could solve this problem was to upgrade to a Verizon brand phone. We upgraded from a Samsung Hue to a LG ENV 3. We were also told that we could not keep our Alltel plan family share 1000 minutes and unlimited text. We had to upgrade to a 1400 family share plan with unlimited text which was about a $30.00 a month increase. But it was the lowest plan we could get and keep our 10 friends & family plan. We also added a phone for our son, since we were in a new area and felt he needed to have one in the event of an emergency. Okay so we thought our dilemma was over.
Then shortly after wards we were getting charged for data usage. I would talk to Verizon customer service and question why there were multiple data charges when we did not use data. I was basically shrugged off by customer service every time I brought it up. Finally I called when I noticed that there was a data charge on my phone that I did not make, I remembered that day clearly and I hadn't used my phone all day. Even the bill reflected that day no calls were made or received. Long story short after a year of being charged here and there on each of the phones I finally totaled my bills up and took it to the New Bern Corporate store. The store employees were not helpful and frankly didn't want to waste their time with me. I asked to speak to the manager, Kendall Greenhill, who blatantly asked why I waited a year to come to them. I told him that I had been complaining for year and no one, no one was taking care of it. He was unhelpful and didn't want to hear it. I asked why there were people who were in the same boat as me not using data, but being charged that I read this and heard this on the news and why was I different? After several hours of my time and being talked down to, I walked out without any resolution. It took another week and I did finally get a 40.00 credit from Customer Service, so.. another dilemma finally after a year of complaining.. finally over.
NOW... here is the new problem with Verizon. I have a little over 3 months to go on my 2 year contract, I have been flooded with text messages, emails etc regarding upgrading our phones. I wasn't planning on upgrading, but I unfortunately left my cell phone on the shelve in the bathroom and on vibrate, and when my alarm went off, it vibrated itself right into the toilet this past weekend. SO- I figure okay.. time to upgrade, and if I am going to do one, I might as well do 2 if not all 3 phones. EXCEPT.. all the feature phones that are offered to me are not in the same league as the ENV 3 they are a downgrade in quality.. and so I look at the Smart phones, well they require a 30.00 data package for each one. OMG. I am already paying 155.00 a month for 3 phones 1400 family share & unlimited text . That would clearly make my bill well over 250.00 a month. In this economy, I really need a phone that is decent and the plan cost to be affordable. That being said, I have also seen the need for the usage of internet on the phone at times. And if we are going to upgrade why do a lateral switch on a phone when all the normal cell phones are being phased out and smart phones and androids are becoming more common?
Why get a phone just to replace what I lost and be locked into another 2 years and not be able to take advantage of the newer phones?
Well after my unfortunate accident with my phone, I had decided to check in the offers I have received recently and in past months, I normally keep all my emails from Verizon and put them in my Verizon Mail Folder, or if I have a offer that we find appealing or information that is useful we will just bookmark it to our Verizon Folder. I had such an offer back during the winter, and at the time we were not eligible for an phone upgrade, it is the Talk and Text Plus Data Promo. There were 2 plans, one was the for Single lines the other Family SharePlans.
Here is the link :
https://email.vzwshop.com/servlet/website/ResponseForm?OSPEUT_9_9_z_UU_0Hsr_.2eHmH_wkhthE
Basically you get for $139.00 for the first two lines : 1400 anytime minutes, unlimited text; unlimited vzw m2m, unlimited data, then $19.99 per extra line. Great. I double checked, there is no expiration no offer ends date. My husband called both customer service and the New Bern Corporate store, no one had heard of this promotion, and after researching it after he tried to explain it to everyone he spoke to, the response then then was "oh", that promotion has expired. But why is the link still active? The ad clearly has no offer ends date, no expiration date..regardless, again my husband called both the Customer Service and then Kendall Greenhill the manager at the New Bern store. Both were very unhelpful and acted as if they cared less.
My husband was directed to call the loyalty department who basically twisted what my husband said and called him liar and round about ways and accused him of just now opening up old Verizon Emails. That we could not get that promo it was expired.... All this when my husband was trying to make the sarcastic rep understand that this was a offer we have saved in our bookmarks and there was NO experation date at all. The Loyalty rep again was making my husband out to be a liar by saying there was 3 pages with detail information of it's experation date.
https://email.vzwshop.com/servlet/website/ResponseForm?OSPEUT_9_9_z_UU_0Hsr_.2eHmH_wkhthE
Do you see a experation date or a 3rd page Verizon???????????????????????????
After a heated conversation, in front of the Verizon authorized dealer in New Bern, we went in and spoke to a representative Tammy (who was helpful and nice). She looked at our promo and called customer service and spoke to a supervisor named Sharon, who after researching the information told her to direct us back to the Verizon Corp Store, that they were authorized to give us the promo andthat she would note our account and have them check it and they would take care of us.
We did as we were told, we drove to the store, and Scott (bad problems before with him) was the salesperson who talked to us. We told him about the conversation with Tammy and what the supervisor Sharon told us and he remembered over hearing Kendall Greenhill's conversation earlier that day and checked our account and claimed there were no notes and that they couldn't authorize this promotion even if they were told to. My husband immediately called customer service from his cell phone and the person he spoke to saw the notes on the computer. We asked Scott to call Customer Service and double check. Lets just say, the store again was unhelpful and would not go one blink out of their way to try to resolve this. We drove back to the authorized dealer, and spoke to Tammy again, who called again, and after a lengthy conversation with a woman named Martina Williams,(who is the only Verizon Rep on the phone that seemed to care and was nice) she has put in a request to accept this offer. So we have to wait to see if our offer is “acceptable”. And that is where I stand right now. I am so upset at the lengths my husband and I have to go through with Verizon. My thing is that if you go the store, and the loaf bread has a sale sign on it for 99 cents and the cashier rings it up at 3.00 shouldn't she honor the price of 99 cents? The sticker has no end date, no offer expires...
Tomorrow night we might go to the Verizon store but if we do it will be in Morehead City or Greenville NC which is 45 minutes away(More gas $ and time). Why? Because Every since we have lived here in New Bern. The reps at the New Bern Corporate Store has always been unhelpful or rude. And I'll be D%MM if we will deal with them anymore!!! Our quality of customer service experience with Verizon since day one has been awful and to deal with the local New Bern store just amplifies the pain. Since Saturday we have put in countless hours on the phone & internet and multiple trips to Verizon. Who pays us for our time and troubles? Yet Verizon , all they care about is the $$$ and not customer service.
Maybe I should just order a crap used phone from ebay. Finish our contract with Verizon and when October comes switch to ATT and get 3 (better selection) smart phones with just enough data on each phone, the same 1400.00 minutes and unlimited text and all calls (ALL) to cellphones are free for 160.00 a month plus tax...
The ball is in your court Verizon.
YOUR CUSTOMER LOYALTY IS A JOKE!!!!!

I have been having issues with my phone. The problems started after only having my brand new phone for 2 months. I called customer service and they tried resetting my phone. Unfortunately, that didn't fix it. I thought I could live with the phone with its problems until it got worse. I am having to take out the battery several times daily to restart the phone. My phone charger suddenly stopped working and my text messages would not come through without taking out the battery. It reboots when I unlock my phone. It randomly shuts off. The battery life does not last even when it's fully charged. I took my phone to my local Verizon store looking for help. The representative was disrespectful, refused to talk to the Verizon customer service rep on the phone, and threatened me. I left the store crying. When I got home, I called Verizon customer service and after 2 days I still don't have a solution. They don't have the replacement phone in stock. I was told it could be up to 6 months before the new shipment. I have never seen such horrible customer service. My contract with Verizon has over a year left and I just want a working smartphone (which is what I paid for). My boyfriend wants to cancel our contract because we can't get any satisfaction from Verizon.

3 months left with Verizon. Eligable upgrade is a joke & I'm sick of Verizon & its lies & pricing

First of all, I was a happy Alltel customer. Happy with my plan, my service, my reception etc. Then Verizon took over my reception became mediocre, and then I accepted a job offer in New Bern, NC. From the day I got here, I had problems with my reception and service. I could not have a conversation with my family 4 hours away with out multiple dropped calls or poor reception. Both areas were in the red areas which meant that there was coverage and plenty of it. Finally after numerous calls to Customer Service and numerous visits to the New Bern Verizon store we were told by Verizon that the only way we could solve this problem was to upgrade to a Verizon brand phone. We upgraded from a Samsung Hue to a LG ENV 3. We were also told that we could not keep our Alltel plan family share 1000 minutes and unlimited text. We had to upgrade to a 1400 family share plan with unlimited text which was about a $30.00 a month increase. But it was the lowest plan we could get and keep our 10 friends & family plan. We also added a phone for our son, since we were in a new area and felt he needed to have one in the event of an emergency. Okay so we thought our dilemma was over.
Then shortly after wards we were getting charged for data usage. I would talk to Verizon customer service and question why there were multiple data charges when we did not use data. I was basically shrugged off by customer service every time I brought it up. Finally I called when I noticed that there was a data charge on my phone that I did not make, I remembered that day clearly and I hadn't used my phone all day. Even the bill reflected that day no calls were made or received. Long story short after a year of being charged here and there on each of the phones I finally totaled my bills up and took it to the New Bern Corporate store. The store employees were not helpful and frankly didn't want to waste their time with me. I asked to speak to the manager, Kendall Greenhill, who blatantly asked why I waited a year to come to them. I told him that I had been complaining for year and no one, no one was taking care of it. He was unhelpful and didn't want to hear it. I asked why there were people who were in the same boat as me not using data, but being charged that I read this and heard this on the news and why was I different? After several hours of my time and being talked down to, I walked out without any resolution. It took another week and I did finally get a 40.00 credit from Customer Service, so.. another dilemma finally after a year of complaining.. finally over.
NOW... here is the new problem with Verizon. I have a little over 3 months to go on my 2 year contract, I have been flooded with text messages, emails etc regarding upgrading our phones. I wasn't planning on upgrading, but I unfortunately left my cell phone on the shelve in the bathroom and on vibrate, and when my alarm went off, it vibrated itself right into the toilet this past weekend. SO- I figure okay.. time to upgrade, and if I am going to do one, I might as well do 2 if not all 3 phones. EXCEPT.. all the feature phones that are offered to me are not in the same league as the ENV 3 they are a downgrade in quality.. and so I look at the Smart phones, well they require a 30.00 data package for each one. OMG. I am already paying 155.00 a month for 3 phones 1400 family share & unlimited text . That would clearly make my bill well over 250.00 a month. In this economy, I really need a phone that is decent and the plan cost to be affordable. That being said, I have also seen the need for the usage of internet on the phone at times. And if we are going to upgrade why do a lateral switch on a phone when all the normal cell phones are being phased out and smart phones and androids are becoming more common?
Why get a phone just to replace what I lost and be locked into another 2 years and not be able to take advantage of the newer phones?
Well after my unfortunate accident with my phone, I had decided to check in the offers I have received recently and in past months, I normally keep all my emails from Verizon and put them in my Verizon Mail Folder, or if I have a offer that we find appealing or information that is useful we will just bookmark it to our Verizon Folder. I had such an offer back during the winter, and at the time we were not eligible for an phone upgrade, it is the Talk and Text Plus Data Promo. There were 2 plans, one was the for Single lines the other Family SharePlans.
Here is the link :
https://email.vzwshop.com/servlet/website/ResponseForm?OSPEUT_9_9_z_UU_0Hsr_.2eHmH_wkhthE
Basically you get for $139.00 for the first two lines : 1400 anytime minutes, unlimited text; unlimited vzw m2m, unlimited data, then $19.99 per extra line. Great. I double checked, there is no expiration no offer ends date. My husband called both customer service and the New Bern Corporate store, no one had heard of this promotion, and after researching it after he tried to explain it to everyone he spoke to, the response then then was "oh", that promotion has expired. But why is the link still active? The ad clearly has no offer ends date, no expiration date..regardless, again my husband called both the Customer Service and then Kendall Greenhill the manager at the New Bern store. Both were very unhelpful and acted as if they cared less.
My husband was directed to call the loyalty department who basically twisted what my husband said and called him liar and round about ways and accused him of just now opening up old Verizon Emails. That we could not get that promo it was expired.... All this when my husband was trying to make the sarcastic rep understand that this was a offer we have saved in our bookmarks and there was NO experation date at all. The Loyalty rep again was making my husband out to be a liar by saying there was 3 pages with detail information of it's experation date.
https://email.vzwshop.com/servlet/website/ResponseForm?OSPEUT_9_9_z_UU_0Hsr_.2eHmH_wkhthE
Do you see a experation date or a 3rd page Verizon???????????????????????????
After a heated conversation, in front of the Verizon authorized dealer in New Bern, we went in and spoke to a representative Tammy (who was helpful and nice). She looked at our promo and called customer service and spoke to a supervisor named Sharon, who after researching the information told her to direct us back to the Verizon Corp Store, that they were authorized to give us the promo andthat she would note our account and have them check it and they would take care of us.
We did as we were told, we drove to the store, and Scott (bad problems before with him) was the salesperson who talked to us. We told him about the conversation with Tammy and what the supervisor Sharon told us and he remembered over hearing Kendall Greenhill's conversation earlier that day and checked our account and claimed there were no notes and that they couldn't authorize this promotion even if they were told to. My husband immediately called customer service from his cell phone and the person he spoke to saw the notes on the computer. We asked Scott to call Customer Service and double check. Lets just say, the store again was unhelpful and would not go one blink out of their way to try to resolve this. We drove back to the authorized dealer, and spoke to Tammy again, who called again, and after a lengthy conversation with a woman named Martina Williams,(who is the only Verizon Rep on the phone that seemed to care and was nice) she has put in a request to accept this offer. So we have to wait to see if our offer is “acceptable”. And that is where I stand right now. I am so upset at the lengths my husband and I have to go through with Verizon. My thing is that if you go the store, and the loaf bread has a sale sign on it for 99 cents and the cashier rings it up at 3.00 shouldn't she honor the price of 99 cents? The sticker has no end date, no offer expires...
Tomorrow night we might go to the Verizon store but if we do it will be in Morehead City or Greenville NC which is 45 minutes away(More gas $ and time). Why? Because Every since we have lived here in New Bern. The reps at the New Bern Corporate Store has always been unhelpful or rude. And I'll be D%MM if we will deal with them anymore!!! Our quality of customer service experience with Verizon since day one has been awful and to deal with the local New Bern store just amplifies the pain. Since Saturday we have put in countless hours on the phone & internet and multiple trips to Verizon. Who pays us for our time and troubles? Yet Verizon , all they care about is the $$$ and not customer service.
Maybe I should just order a crap used phone from ebay. Finish our contract with Verizon and when October comes switch to ATT and get 3 (better selection) smart phones with just enough data on each phone, the same 1400.00 minutes and unlimited text and all calls (ALL) to cellphones are free for 160.00 a month plus tax...
The ball is in your court Verizon.
YOUR CUSTOMER LOYALTY IS A JOKE!!!!!

Gweeper64 wrote:
I'm sorry you've had a bad experience, but the page does say:
Limited time offer! Only available by calling:
CALL 877.873.3278
Could that be any clearer?
Seems pretty clear to me. Even though they do not give an expiration date, it is certainly implied that it will expire at some point. If they give you the deal, then great. If they don't give you the deal, though, it seems that you are just crying for something that you don't deserve and that Verizon has no obligation to provide for you.

What is wrong with Verizon?

I'm having a terrible experience with Verizon, and being a 20-year customer, I am pretty ticked. We renewed my wife's phone a few months ago, and the rep at the Verizon Store told us we had to change our plan from the unlimited data plan to a limited plan. Fine. She then spent AN HOUR doing something in the computer while we tried to keep our 18-month old daughter entertained. She eventually summed up the changes by saying we'd be saving $20/month and the new plan came with free Jet Pack service. I didn't ask for the Jet Pack, and I have no need for it. But it was apparently free, so she threw it in the bag, and we went home.
Three months, a couple hours of support calls, a second visit to the Verizon Store, and hundreds of dollars in fees later, a 611 rep finally told me the Jet Pack service wasn't free—in fact, it came with its own contract at $50/month and $175 early termination fee. The Verizon Store rep said "people had been fired" over this type of deception (but said he couldn't do anything about my situation), and the 611 rep acknowledged deceptive Jet Packs sales had been a problem. Fortunately, she was sympathetic and said she'd cancel that contract and refund that month's charges. I still ended up wasting a bunch of time and paying extra fees that I'll never get back, but I thought the hassle was over.
Then today I get an email stating there was a new document in my account. I logged on to find a service summary document that STILL shows the Jet Pack on my account, albeit at $20/month now.
I cannot express in words how angry this makes me. But I'm sure going to try when I make YET ANOTHER call to your worthless call center tomorrow.
>>Profanity removed<<
Message was edited by: Verizon Moderator

My first bill was a month after visiting the Verizon Store, and it was for $100 more than my usual bill. I called 611, and the rep told me it was partly because of upgrade fees, but failed to explain why it was $100 higher than normal.
The next month, it was $60 higher than normal, so I called again. This time the rep told me it was because of the Jet Pack service plan. I told her the Verizon Store salesperson told us the Jet Pack came free with the switch to the new limited data plan. She said the device was free, but the 2-year contract was $50/month, and I'd need to visit the store to see about returning it.
That's when I discovered the deception. The store salesperson told us the Jet Pack was free. I did not ask for a Jet Pack. I didn't even know what one was. The salesperson lied to us, plain and simple. And without getting the bill until 30 days later, your 14-day trial is meaningless.
So I went back to the Verizon Store. The manager said acknowledged the deception, and said "some employees have been fired over this." But, not surprisingly, he "didn't have access to the system" to remove the Jet Pack from my account and instructed me to call 611 (again).
So I made a THIRD call to 611, and the rep immediately acknowledged the issue, but said she needed her supervisor's permission to remove the Jet Pack. Because her supervisor wasn't there on the weekend, she said she'd call me on Monday. I never received a call.
Later, I received an email showing a ~$50 refund to my account, which I assumed to be the monthly fees for the Jet Pack and considered the matter resolved. Then I got an email referencing a new "letter" on My Verizon, which showed the Jet Pack was still on the account, albeit reduced to $20/month and 2GB. I just received my Verizon bill, and it shows a $20 fee for the Jet Pack.
The bottom line is Verizon tricked us into a 2-year contract for something we never asked for and to this day have NEVER used. Two of your representatives have acknowledged it, one said she'd fix it, and yet I'm still being overcharged. And now you're suggesting I transfer it to a family member? This is a huge insult.
If you were serious about providing customer support, you would refund every penny I've been overcharged for the Jet Pack I never wanted and have never used. And you'd probably offer me some sort of compensation for the hours of frustration I've spent trying to resolve this.

My experience with Verizon - Horrible - here's why

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