Verizon Wireless is it's own worst enemy!

14 years ago I purchased my first cell phone through PrimeCo...now..Verizon.  I would consider myself a 14-year loyal customer.  I contacted VW on 7/26/2014 about a less expensive plan.  Justin, Mr. Cool, gladly changed my plan, but never told me that it moved my contract expiration date forward one year.
Luckily, I was poking around online and noticed that my contract date showed sometime in May 2015 then it moved forward to July 2015 all in the same
internet session???? HUH?
I called VW and spoke with Jonathan who could not explain anything or answer a simple question.  I was placed on mute while he spoke with his
supervisor, Donald, in California.  Jonathan told me that Donald authorized my account to be reverted back to 7/26/2014, increasing my rate.  I
specifically asked Jonathan when my contact expired.  He stated 7/26/2014.  I said are you sure because that does not make since, and he said, "oh yes."
I said so then I am just a month-to-month customer until my upgrade in 1/2015, he said, "oh yes."  He told me that he was changing the plan back
immediately and that I would receive a text message from his supervisor before the end of the day, 7/30/2014. At the end of the call, Jonathan said,
have I provided you excellent customer service?" (Laughable)
Of course, I did not receive a text from Donald Duck supervisor.
I have called every day numerous times a day to resolve Donald's failure to follow through.  Every CSR has told me something different.
"The change can take up to 72 hours. Please call back."
          (Translation, I don't care and I don't want to help you.)
"They were wrong and your contract date will not be changed!"
          (Translation, I don't care, we are always right, I don't care what anyone has told you,
           and we will not help you.)
"I will send an email to Donald advising him of the problem."
          (Translation, later no one would/could verify that an email was sent.)
"I don't work for Verizon Corporate I work for 3rd party Verizon, so I can't help you."
         (Translation, I don't care and let me put you back in the Que and hopefully you will get
          corporate - that never happened.)
"Let me transfer you."
         (Translation, I don't want to deal with this, next.)
"Only a supervisor can change the dateback, so I can't help you."
          (Translation, well, I found out that was a lie.)
Today, 8/2/2014, I decided to go ahead and cancel this contract that only exists because of a Verizon clerkical error. Clearly, they don't want me as a customer.
I called and spoke with Jamie.  Only after I requested all of the associate's V#s and told him I want to cancel service effective immediately, did he care. He reviewed the mounting notes on the account and was understandably confused.  I explained everything all over again.  He placed me on hold several times, I got disconnected, but he called me back and advised me that he personally changed the contract expiration date to today.  I am thankful only to
Jamie.
To recap...VW reverted me, a 14 year customer, to a higher rate, lied, provided inaccurate information, failed to provide information, failed to follow through, and did not correct the error until I almost erupted like a volcano.  Over an 8-day period, I called 7 times, was transferred several times, and endured a chat session.
They kicked me out of their door!  They don't care about customer loyalty, my time, nor all of the above issues. The above actions are indicative of a company that it too big for its britches and those companies crumble. Watch out shareholders!
https://blog.zopim.com/2014/02/19/costs-poor-customer-service/
Any advice on a new wireless company?

I understand what the orig poster was saying.  He is frustrated with the *611 runaround, and those of us who ordinarily try to be nice can slip into not-nice after a while.  I just wrote a letter to Verizon HQ after giving up on getting a *611 answer.  To be fair, the low-level employee on the other end is just doing what he/she is told to do and should not be abused... even when we think we are.  This is a huge company problem.  Name calling when someone is reduced to venting in this forum simply makes it worse.  Frankly, if you think VZW customer service is good then you are either an employee or a new customer they are trying to reel in.  Existing customers always ride last-class, and that's not just in cell phones.  Have you looked at your satellite bill after the first year spent putting their hooks in you?

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    (link removed)
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    Edited as required by the Verizon Wireless Terms of Service
    Message was edited by: Admin Moderator

        Reginald, We absolutely want to make this a better experience. Would it be possible for us to work together in direct message. Please follow us and we can get started.
    Sheritah_vzw
    Follow us on Twitter
    @VZWSupport

  • How can I reach a person with Verizon Wireless

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    Hi Ebru,
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  • Verizon Wireless Network Extender and the Terrible, Horrible, No Good, Very Bad Customer Service experience

    It was a dark and stormy night...
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    Follow up: I acquired another VWNE from a local seller, just in case he had to be contacted for the Nuclear Priority Phone Release Code (geez). Ironically, it wasn't necessary, because said fellow had already left Verizon after too many negative customer service issues. Oops.
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  • Does anyone have an email address for someone who cares at Verizon Wireless?

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    BUSTED UP.
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    Don't bother trying to call me on my cell phone. BECAUSE
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    Private info removed as required by the Terms of Service.
    Message was edited by: Admin Moderator

    After doing some more research here are the people I am trying to contact in the executive branch:
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    Had to answer my own question. Thanks a lot customer service. Once again you have failed me.

  • VERIZON WIRELESS PLAN CHANGES, CONTRACTS, UPGRADES - Lack of Customer Service!

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    I called Verizon 611 later that same evening and talked live with a Verizon Rep, again asking and confirming the answers to the same questions.  I also asked about “throttling” if I went beyond a certain usage on my data plan, if I upgraded to a new cell phone.  He told me that I would not be limited to certain speeds and bandwidth, no matter how much I used my cell phone since Verizon does not throttle their customers’ data speeds (since Verizon had received so many complaints in the past for throttling,  so they do not do that anymore).  He also said there would “not be an issue with upgrading to a new cell phone and keeping my current data plan.
    A few days later, as I looked further into upgrading my device, and trying to make a final decision, I again called Verizon 611 – Customer Service.  But this time the Verizon Rep that I talked to contradicted the other two Verizon Reps info because he told me that I would “lose my unlimited data plan” if I switched to a new cell phone.  He also said if I made any changes to my plan, I would lose my Unlimited Data.  He said there would also be an additional charge for a Hot Spot.  I asked about bringing on a 2nd person to my plan, and keeping Unlimited Data on one of the phones, while having a 2nd data plan package for the other phone for the additional person. He told me the Unlimited Data Plan would only apply to the Original phone on this account and the original phone number.  But if I added a 2nd person/phone to my account they would “not” have Unlimited Data since the new (2nd phone) was not grand-fathered in to this current plan that I had with Verizon.
    Finally I decided to go in person to visit a Verizon Store.  When I went into the Verizon Store at Jantzen Beach, North Portland, Oregon, the Rep I talked to said she had been with Verizon for almost 8 years. She said all of the info that the other “3” Verizon Reps had given me was “not” accurate.  At this time, I learned that “ANY/ALL changes to my plans would immediately make me lose my Unlimited Data Plan.  And the ONLY way I could keep this plan, would be to buy my own cell phone (at full Retail cost) and have it added to my account.  And that if I tried to add a Hot Spot, it would cost additional money outside of my data plan.  Also if I tried to add a 2nd person/cell phone to my existing account that I would immediately lose the Unlimited Data Plan.  I was not allowed to change my cell phone#, add any additional user or cell phone, or upgrade my device without losing my Unlimited Data.  She also said maybe I was told something different by the 611 Customer Service Reps because they have authority to make changes or exceptions to plans, and that normal Verizon Store employees do not have authority to make the same changes.
    My complaint and question to Verizon is…..WHY do all “4” Verizon Reps have different explanations, advice, rules, etc…when it comes to something as simple as upgrading to a new device and wanting to keep my current plan?  To me, the rules and explanations should not vary day to day, and depending upon who I talk to?
    I was originally an AT&T Customer prior to 2006 and I switched to Verizon.  This is my first real experience with HORRIBLE customer service and deception from Verizon!
    IF I had made any changes when I initially or immediately after I inquired via the Online Chat, I would have LOST my current data plan!  And then to tell me that I need to go out & buy my OWN phone at FULL Retail price If I want to keep a plan that I’ve had for years now!!!
    How much money have I already paid to Verizon in Monthly usage charges since 2006 (for almost 8 years now)??? And you want to reward me for this loyalty and being a Long time customer by cheating me out of my current plan, or trying to deceive me with false promises that I won’t lose the plan?  And then when I finally do want to upgrade, you will take that plan from me? And even after being a customer for 8 years with one account and almost 12 years with my 2nd Verizon account (that I listed at the beginning of this letter), you won’t even offer to give me a free device or a discounted device for renewing my plan?  NOW I need to buy my own phone if I want to continue on with my current data plan?
    None of this makes sense, and I have now been told “4” different versions of rules, exceptions and Plan change policies by 4 different Verizon Reps!  They ALL work for the same company --- Verizon Wireless --- so they should ALL have the same answers and rules, right?  I really feel nobody is being honest & upfront with me about this, and I am seriously considering moving back to AT&T Wireless.  As at this point, Verizon wants to do nothing to reward me for being a long-time customer.  I’m beginning to feel that the goal here is to deceive me and cheat me out of my Unlimited Data plan. 
    What can you do to make this right?  I know you must have record of the Online Chat and also you record 611 Customer Service calls too? How can you explain why all “4” of your Reps have different rules and explanations for Verizon phone plans? 
    If I do not receive an acceptable response to this letter, you can count on me moving back to AT &T Wireless.  I will also tell all of my Friends & Family that are currently with Verizon about this negative experience.  In the past I have encouraged others to move to Verizon Wireless, but now I no longer feel that is good advice for anyone. 
    My boyfriend who “almost considered” switching his service to Verizon, is now seriously considering the integrity of Verizon.  He works in Information Technology with large corporations and will also pass this story on to his business associates.
    I look forward to your response and explanation.  I feel that after my long term loyalty as a Verizon Customer, I deserve much better treatment and honest answers from Verizon.

    cheralin333 wrote:
    I find this all very interesting that the 3 responses I got to this post are ALL defending Verizon jacking around a long time customer.  I would almost venture to guess that Verizon hires people (probably in India & Pakistan) to read their forums and defend whatever they do to their customers.  How do I become the bad person for wanting good customer service? How are they in the right for trying to be deceitful.  None of their Reps had the "same story or info."   NOW I have 3 responses from "supposed PEERS" or other customers in the Verizon Community.  But instead of rallying with me as a customer all 3 are posting comments like they "work for Verizon."   And even Ann's response contained info that I already had in my original post.  And this last post from pherson knocks me for not being loyal?? I have been loyal for over a decade but why would I kiss up to anyone that is trying to make me take it in the shorts???  I'm convinced you are all making minimum wage from Verizon to read their forums and defend their ridiculous practices.  Go find a real job.
    No one is "defending" Verizon. We are telling you that
    A) No one from Verizon corporate will see you post
    B) Even if they did they are not going to change policy because 1 customer or a few or 1000 or 10,000 threaten to leave.
    So there is no point to your rant. It was waste of time. The people you intended it for aren't going to see or care. Also the FCC, FTC, BBB, etc etc are also a waste of time. The only thing you can do that you have power over is to speak with your wallet and go elsewhere. That would be FAR more productive than what you've done here. I still don't get how people think that because they made a post on a messageboard they can change things. Like people haven't been complaining about this for literally the last 620 days. How's that worked out so far?
    Oh and I SHOULD report your post that is full of insults. Next one I WILL. How is that for a threat?

  • Verizon Wireless lack of respect for customer base!

    I have never, ever in my life as a customer of Verizon Wireless been treated with such distain as yesterday! From multiple CSR's to a Manager who flat out told me his hands were tied in his position. From the lack of respect to lack of responsibility! Being a 5 year customer who's $190.00 a month for my own personal line, to be led around blind is disheartening. I am eligible for an upgrade in about 6.5 months. Recently dealing with iOS problems and a rising cell bill made me want to look into the upgrades and what the best options for me be it with Verizon or elsewhere. Wanted insight regarding the Edge program and do some comparing. Too say the least, I did NOT get any of those answers. Even after being escalated to a manager, a day later, I am uninformed and surprised regarding Verizon's lack of respect for their customer base! This morning I tried locating some contacts for upper management for Verizon and haven't been very successful! Does anyone have any contact info to voice my lack of concern within the company before allowing their customer service reps and entry level management to let their core base of customers walk? I would be appreciative!
    -RWJ

    RSWJ4681,
    We do not want to see you go. I can assure you that we truly respect you and value you. What exactly were you looking for information regarding we your reached out to out customer service team? What did the Supervisor advise you that their hands were tied on? Please provide additional details.
    LindseyT_VZW
    Follow us on Twitter @VZWSupport
    If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

  • Verizon Wireless has stolen my money

    I went to "edge up" on one of my lines.  The Verizon wireless representative took about $350.00 from my debit card, when they were only supposed to take $26.00.  Now after more than 20 hours of my time over a period of almost 2 weeks of trying to get my money refunded back to my debit account.  They are saying that they will only credit it to my Verizon account.  During this 2 week timeframe of repeated calls, I have had various Verizon representatives promising that I would have my money back on this day or that day and after that time passes, I have had to call back and now I am being told that they will not refund the money, they will only apply it to my Verizon account.  They also say that there is no one else to talk to and will not give me any numbers of the people making this decision, say that it is "offline" people that do not talk to customers.  They say that they do not have the ability to refund the money.  This is a lie.  They do, they just do not want to because of their own internal processes, not because of a physical inability to do so. Now I am told that I have to wait 48 hours for a next level supervisor to call me back.  I can't have a name or number to call them.  So, what do you call taking someone's money without authorization and then withholding it from them and saying that those who took it have the right to say how it is used / returned?  I think it is theft! I would hope that someone from Verizon's corporate office would step up and address this issue.

    With you not being a Verizon employees and knowing methods and procedures, how do you know it's a lie?

  • 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

  • FHTM legimate purveyor of Verizon Wireless?

    A friend of mine recently became involved in FHTM, Future High Tech Marketing.  This is a multi-level marketing business, which to me seems quasi-ethical if not quasi-legal.  Regardless what I think of the organization itself, I was looking for someone from Verizon Wireless to comment on the legitimacy of purchasing/renewing service THROUGH this FHTM portal.  From what I gather, these guys are simply reselling Verizon, Dish Network, and some other things through their own infrastructure, and taking a cut of that transaction.  My question, though, is does Verizon sanction this, and is the service renewal you get by going through FHTM or any other MLM scheme exactly the same as if you had renewed through Verizon Wireless proper?  If so, what incentive does Verizon have for allowing a 3rd-party to snack off of any profits, if they could natively get the subscriber to re-subscribe anyway?  Thank you for your time.

    These forums are dedicated to Residential products and services offered by Verizon.
    For help on Verizon Wireless issues, please post your topic on the Verizon Wireless community.
    Thank you
    If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

  • Very hesitant to do Verizon Wireless iPhone 6 Trade-In Program

    On September 28, 2014 I ordered an iPhone 6 for my wife and signed up for the iPhone 6 Trade-In Promotion. My wife's iPhone 4 was "appraised" for $200 online and Verizon mailed the extremely flimsy tiny envelope for my wife to mail her iPhone 4 to Verizon for her  "$200" Electronic Gift Card. First of all, the tiny little envelope is so flimsy and contains very little bubble wrap. It offers very little protection and I can easily see the screen breaking during the mailing process when it is such a poor envelope. In addition, there is no tracking information whatsoever on the envelope. If the iPhone 4 gets lost or broken, adios $200. My wife's iPhone 4 is in Excellent Pristine condition but I am very hesitant for my wife to take part in this program because of all of the horror stories I have been reading on the Verizon forums (please see links attached below) or on the internet. People who took part in the program are reporting of lost or broken phones but they were in perfect condtion when they were mailed. Furthermore, there are stories of "Find My Phone" not being turned off even when people have photos of the process. People have even taken photos or videos of the condition of their phone upon mailing to Verizon but this doesn't seem to help.
    At this point I am probably going to try to sell my wife's iPhone 4 on eBay because we can't take the risk of getting $20 or less instead of the $200. I am surprised more of these stories haven't gotten to the mainstream press. It would be good if some news station like CBS or NBC would cover the mounting complaints. I am thinking of writing an email to some head honcho at Verizon and venting my concern to tell him why us 20+ year Verizon customers probably won't take part in the program.

    This is a photo of the very flimsy envelope that Verizon Wireless provides to ship the iPhone which is being traded in to Verizon. There is very little Bubble Wrap inside this VERY FLIMSY TINY envelope. No wonder iPhones are lost or being delivered broken to Verizon.
    I might re-consider taking part in this iPhone Trade-In program if a Verizon Customer Representative monitoring this board reaches out to a manager at my local Verizon Wireless Store in Trumbull, CT and allows me to bring in the iPhone for an immediate $200 credit since my wife has already bought the iPhone 6. With the flimsy envelope which has no tracking I am afraid of the consequences it will bring if I use it. I am not about to spend countless hours with Customer Reps on the phone if I use the envelope and I don't get the $200 credit because the phone gets damaged in the mail or lost by Verizon. This is Verizon's chance to reach out to me so they don't lose me as customer. Let them make the effort to allow me to do this rather than me having to get the run around thru phone calls, being put on hold, and unaswered emails.
    I have been a loyal customer for over 20 years. For the last several years my family of 4 has been paying close to $250 per month for Verizon Wireless services. I am going to strongly consider switching to AT&T after our contracts expire. AT&T has a Bring Your Own Device montly plan which would cost us only $160 per month vs. $237 per month we are paying Verizon. This potential $77 per month savings and Verizon's iPhone Trade-In joke of a program is what will push us over the edge to switch.

  • Thank you verizon wireless

    My daughter started taking the bus this year so I had to get her a cell phone.  I added her to my plan and, when they asked me if I wanted insurance for her phone, I said no.   Since she was only going to use it one day a week and I wanted her to understand the responsibility of taking care of her own things.  The customer rep who was handling the transaction even commented on how that was a good way to teach her to care for her phone.
    This was in February of this year.
    This weekend I went to the same Verizon location to see if I couldn't get a replacement for my old Pre plus which has been giving me fits of late (keyboard issues, random restarting).  The guy pulls up my account and tells me I don't have insurance.  Says I cancelled it in February.
    He cannot locate anything that would indicate that I declined the insurance.  He suggests I call customer service.
    I go to the location near my office to see if they can, at the very least, see where I declined the insurance since I do my personal verizon visits in that location.
    Nothing but he did notice that the day I cancelled mine, I added a line and insured that phone.
    That's right, they cancelled my insurance and added insurance on my daughter's phone.
    So, since February, I've been paying $7 to insure a phone that was used, at most, one day a week, until the end of May.  Then it went into a cabinet in the kitchen, where it has remained, unused. 
    I tell the rep at Verizon that I want to cancel the insurance on my daughter's phone and I want to add insurance to my phone.
    They cannot insure my phone anymore.  It's too old. 
    So, they cancelled my insurance against my wishes and now they won't insure my phone.
    I'm told to try customer service.
    So I call customer service.
    I'm told, basically, there's nothing I can do, unless I want to use my upgrade to get a new phone.  Since the pre3 is coming eventually, I certainly don't want to waste the upgrade.  I ask for a supervisor and he gets on and, after explaining the story again, he offers to let me upgrade the phone and then reset the upgrade so that I can use it again in November.  He's also letting me use some $30 discount that would trigger in November.  Very nice of him.  I thank him and he sends me back to the first rep.
    The first rep runs thru some questions, asks if I want to insure the phone and so on.  Then he tells me there's a $50 rebate on the phone.  I tell him that's nice but, with the $30 discount that the supe gave me, I can't see how I will get a $50 rebate on a phone costing me $20.  He tells me the phone is $89 after the $50 rebate and the $30 discount.
    The phone is $49.99 on the web. 
    $89 as an apology to me for their screwing up my insurance.
    Not to mention I've spent $49 for insurance I didn't need or want.
    I cancelled the order.
    this is the second time in 20 years as a verizon customer that I have had to call customer service.  They are now oh fer two.
    The first time they made a mistake, confirming a shipment to me that wound up not going out and the phone was, then, backordered and I was told I'd have to wait a month or two for the next batch.  When I complained, I was told that the person in charge of the orders  called in sick.  When I asked how it was possible that they only have one person to handle all their orders and then followed that with a question as to how they can operate without a backup employee in case the one person responsible for all shipments calls in sick with the sniffles I was told that the employee might have died.
    That's right, Verizon has used the dead employee response on me.
    20 years of loyalty and they can't even give me a phone that is, in 3 months, going to be obsolete.
    Thank you verizon wireless. 

    I think you've illustrated an important lesson here.  You NEED to confirm any changes that are made to your account as soon as possible.  I like to log in to MyVerizon then next day to be sure that all of the features are correctly set up.  Had you noticed this during the billing cycle the problem occured, it would have been an easy fix.
    Have you looked into getting a Pre+ from another source?  I remember there being quite a few Palm phones running around on the third-party market not too long ago (possibly from a Verizon overstock?) so it may be possible to get a phone in good shape for a very reasonable price on eBay, Craigslist, or even just a third-party retailer.  That should tide you over until your next upgrade.

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