20 Year Loyal Customer - Sick and Disgusted!!

My husband, son and daughter wanted to upgrade their phone the beginning of this year. I went in to the store thinking I had 2 upgrade available at the time, so my daughter upgraded her phone and I asked the sales lady to use the other upgrade for my son's phone and asked her about the Edge program for my husband. She stated we only had one upgrade available not 2. I asked her several times and she insisted there was only one upgrade available and we would have to do the Edge program to get my son his new phone along with my husbands and we could use the 1 upgrade for my daughter. She told us how wonderful the Edge program was and how we wouldn't have to pay everything up front and in the long run be cheaper. So we decided to go with the Edge program for my husband and son's phone.....BIG MISTAKE! Our phone bill jumped to $300 a month, (a car payment!!) and come to find out, after calling Verizon about my high bill 2 months later, they informed me that I did have the 2nd upgrade available even though the sales lady insisted we didn't have it. I was furious and called verizon customer support to see if they would do the upgrade on my son's phone instead of the Edge since she told me wrong. I was on hold for an hour total (I timed it!) on one day and was transferred to many different people just to be told that I should have known that I had the 2nd upgrade and it wasn't their fault. I called again 2 more time that week waiting on hold for hours and asking for managers just to be told again that sorry.....I should have known that the 2nd upgrade was available and they wouldn't let me out of his Edge program. I told them that I was taking their employee's word for it that she should KNOW whether I had the upgrade available at that time, I do not work for Verizon!!!! Also when we signed up for the Edge program, I didn't get to see any Edge agreement other than what was on her IPad and I didn't have a chance to read all of it to totally understand all the costs involved. So to top it all off, my son dropped his phone and now it will not work. And stupid me had cancelled the insurance to lower my huge bill so once again I called Verizon just to be told, sorry, no insurance no luck. I still owe $400 on a phone that now doesn't work, and even though I still have an upgrade available, I can't transfer it to his phone because he is on the Edge program. But I was told that I could buy a phone for him at FULL price! Geez, that really made me feel so great! I have been with Verizon before Verizon was Verizon, over 20 years now and this is how they treat their customers??? I am beside myself and now stuck with this huge bill for NOTHING! Thank you Verizon for your SUCKY customer service and sham that you have going on. Hope your happy to screw your loyal customers! Sincerely, disgusted and sick long time loyal customer, mjen4

msalyard,
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Similar Messages

17 year Loyal customer mistreated my Letter to CEO

Reposted with proper formatting: https://community.verizonwireless.com/thread/794030

Bethseda wrote:
I know now that Lowell C McAdam is the current CEO. This just goes to prove the integrity of the Verizon representatives I been dealing with when I asked if Seidenberg was still the CEO he said yes. So he was either lying or showed lack of knowledge of the company he works for.
Unless the CEO is a famous person or the company is really small most people do not know the CEO of the company they work for.
Anyway you're wasting your time with your letters, but I guess if it make you feel like you're actually accomplishing something I guess go for it.

Loyal customer leaving Verizon Wireless

I have been using Verizon since I got my first cell phone - not even sure what that was... Well over 10 years ago. I stuck with Verizon as their customer service was outstanding!
In the past month I have called twice about my bill. The first call they told me they would remove my overage charge as I had made a mistake with regard to dates. They said a supervisor would call me back if there was an issue. No one ever called me back, and the charge wasn't removed. So I called back, as I didn't want to pay until resolved. I spoke with a representative who took off a much smaller amount & said that he would have a supervisor call me back to discuss the rest. No one ever called.
Today I paid the bill - I may not agree with it, but I do have a choice - to look for a new provider.
Verizon - you lost a truly loyal customer. And with more & more options these days, you will continue to lose more with the deterioration of your customer service.
Note - I would have reached out directly to Verizon, but since I tried that twice to no avail, and since they don't make it easy to submit issues via email or phone, I'm posting it here...

You read right. However the process is also in state consumer laws. I would have to research it on McKinneys
the process is any disputes regarding overcharges, bogus charges and charges in dispute will be handled as a collection if verizon sends it to Financial Security it is in collections.
Over 34 years ago I disputed my invoice with Cellular One. it was not a large dispute but they kept billing me after my dispute of the amount, they did not say why it was owed or for what just a dollar amount. Eventually I get a in house collection letter stating to pay up or dispute it. The other option was call them up to discuss the situation.
Since my dispute was already sent I need not send it again, I called and this very nice lady and I went through the account and my dispute and she was aware of the certified letter and she said I was correct. Take invoice, subtract payments and credits and it actually was they owed me money. Funny the creditor always thinks they are right.
If you read the back of your credit card agreement it also tells you how to dispute your charges and your bank does the same thing. Verizon is not above the consumer laws.
Even though its for debt collection, the certified letter dispute holds up in small claims court and in arbitration hearings. However the difference is verizon states your invoice must be paid while its disputed. This is not enforceable since it conflicts with Federal and State Consumer Laws.

I have been a loyal customer for years and have a hot spot because internet options are very limited in our rural area. I have stayed with 10G since the beginning. Most months I don't use the 10G. Verizon has no problem with me paying for Data I don't

I have been a loyal customer for years and have a hot spot because internet options are very limited in our rural area. I have stayed with 10G since the beginning. Most months I don't use the 10G. Verizon has no problem with me paying for Data I don't use. This month my daughter comes home from College and she accidentally uses 24G.....14 over get blind sided with $140.00 in overages. I called Verizon today......stopped in to the store today......My neighbor told me they waved charges for her one time. Lots of charges.....But I'm am getting no help. Not even an offer of a payment plan to help me out. I went back just 6 months and I have over paid for 19G.....Seems like they would like to help out their loyal customers!!!! Does anybody have any suggestions on how to deal with them? We are not wealthy....or I would just pay this and walk away......

There is a big misconception in what customers believe a cell carrier is obligated to do.
You pay a set price to use up to that amount of xx data. It makes no difference if you use it to the paid limit or way under. Its like peace of mind when you don't have to worry about a data counter.
Your daughter used the data, your plan is quite clear of what overage charges are. Why should or would Verizon wireless just forgive the charges because you are a customer? Your daughter used the data, get the money from her. That is the responsible thing to do.
There is no "I have been a loyal customer so please remove the $120, or $250, or $2,000.00 since I did not mean to use it"
Your electric company, or gas company or any other company does not remove valid charges. Why should Verizon wireless?
Just pay the invoice and don't think you are being mistreated because Verizon is a business and not a charity.
Good Luck

8 years of loyal customer, today is the first I've been dissapointed....

I had '1000 BONUS MINUTES 2 YR RENEWAL' and '1000 BONUS MIN SHARE SECONDARY 2 YR RENEW'. It doesn't say "...FOR 2 years". Just an additional description of "2 YR RENEWAL".
When I first got these bonus minutes, I asked the rep if there was expiration date, he said no as long as I have my service with them, I would have these until I either use it up or leave verifizon. Of course, I checked the renewal contract before I signed, it is no where in the contract that states it will expire at a certain date. I went through couple renewal already with these bonus minutes.
I've finally went over my minutes. Never worried because I had the extra bonus minutes. I got the bill, Verizon charged me and when I called, they said it expired few months ago. I explained the story, even asked them to send me a copy of the exact contract with my signature. I am holding it now and there is no expiration date nor states it expires in 2 years. He's telling me to go to the store to dispute it and show the contract. I was like, i'm trying to save time from over the phone and ask if he could do something. The only thing he could offer me was eliminate half of the overage (I went over of about 100 minutes). Even when I mentioned I've been with them for over 8 years and this is the first time I've had problems with them. He didn't seem to care. Is he not trying to do anything because I'm still currently under their contract?!? I bet if I my contract was up, he would definitely do something so that I would stay with Verizon. Well, many companies are like this when they know you are still under their contract. They are more nicer and would be willing to do more to keep you if you are not under contract. But still, the contract does not state the bonus minutes expires and I've been with them for so long. The best he could do is take out half???
I want Verizon to point to me on the contract where it states it expires and then I will pay for it. But I do not see it.
Do the math Verizon:
1) A customer who's been a loyal customer for over 8 years, Verizon receives the payment for the overage and have the customer for one more year, and then leaves to another provider.
2) Or Verizon takes care of this bonus minutes (if they say it's only good for 2 years, put it under contract moving forward), Verizon puts back the 2000 bonus minutes with no expiration as what the customer signed, the customer stays with Verifzon.
hmmm...kind of hard to see the long term investment...but i would go with option #2.
**Yes, $45 is not that much and I understand many came into situation of paying hundreds of $$$ but it's the principle and what I've sign for**Hey we got bills to pay. If we treat all our bills like this where we do not worry about little amount, it adds up!

Wow! You've been a customer for 8 years, I've been a customer for a decade and I JUST recently learned (after going over my allowance 2nd time in 10 yrs) that loyal customers, per Rihana (a supervisor I had to resort to working with), are given "bonus minute packages." Customers are supposed to be able to locate them in their online account under plan drop down box, under "promos." Per Rihana, the bonus minutes NEVER expire IN FACT I will accrue more over time. I was told I currently have 2 "bonus minute packages," one for 50 min and a second for 150 min "to use if during a billing cycle you may be close to going over. This is to avoid having to upgrade to a bigger plan temporarily, mid-cycle, not having to pay the extra $20+tax, to avoid atrocious overage costs, only then to go back to your normal plan come next cycle, provided you feel confident you will not repeat the same mistake. "You are able to see your bonus minute packages online, however you MUST call customer service to have them applied."
Rihana graciously waived my overage minutes after apologizing for the fact that I was never made aware of this precautionary measure.
Later that day I went online and noticed my bill was promptly adjusted (that was nice to see) and to check out these bonus minutes. After searching some time, and FAQ'ing it up, I found the support forums. I found ONE other customer inquire and get a response from a VZW rep that they are located just where Rihana told me. BOTH that customer and myself have yet to see them.
My fear is that they were used instead of the credit issued as proposed ("I'll waive the overage minutes this 1 time"). Should this be the case I will have been grossly mislead and downright lied to. I will not hold contempt prior to investigation so my next step is to, once again, call a rep and inquire about these elusive bonus minutes. Be aware customers, there are potential precautionary promotions such as these but we are not made aware of them, we must inquire!

Loyal customer for over 10 years...

It is my suggestion that as a loyal customer for over a decade and I spend over $3000 per year, that Verizon create some customer loyalty plan where they will accelerate the time in which one gets to qualify for a phone upgrade. I am waiting for 2 years as a loyal clients which is no different from someone who's only just begun with Verizon. It seems to me a reasonable perk to create even MORE loyalty and/or goodwill in me to stay, if I could only have to wait just one year for the upgrade deal. Maybe folks who've been with Verizon for 5 years would qualify. Or every year with Verizon shrinks the renewal period deadline 2-3 months until you reach the NEW one year "deal time".
Please throw a loyal customer a bone every once in awhile. I stay here NOT because you are priced the best, but because your service is good/great and you have the best coverage. Please keep me in mind in a world of cell phone users that are constantly jumping to and fro from year to year.
Thanks.

JT29640 wrote:
Verizon=money / customers=crap I've been with Verizon many years under the new every two plan and that is being removed! Verizon has taken away one of the perks for staying. Over those years I've used this service to upgrade my phone but recently I found that upgrading is such a hassle! Before I could go on the website click upgrade and proceed with my purchase. Now, since the iPhone has come along, I can no longer order and choose the device I want! Just a couple of years ago you never heard of "Iconic device portals" or "you can't use your discount with this device" if there was a difference in price you just had to pay it. Verizon has dropped the ball with loyal customers and continue to make stupid choices as to how they restrict us! Sometimes I feel I should cancel service just to come back as a new customer for the perks! I don't need any comments from contributors that are absolutely in love with Verizon. Keep it to yourselves! We all know that you defend them but one day you'll be on the receiving end! Get a clue Verizon!
Just so you know, I am not here to defend Verizon. Just trying to understand WHAT device Verizon is not allowing you to purchase(with or without discount, what discount, etc...), especially since you say that you are willing to just pay the difference.
I have made 2 phone purchases since the iPhone was first released on Verizon, and was able to purchase the phone of my choice(actually my wife and child's choice, and I didn't even allow my child to get the phone of her choice as I didn't think a 13 y/o needed an iPhone) without a problem. Maybe I am not choosing the phone which is not allowed. Which phone are you NOT able to choose for purchase?
What discount are you not being allowed to use? I have seen people on here who have said they were allowed to use their NE2 discount with an iPhone. What phone are you NOT being allowed to use your discount with and what discount is this.
As to leaving Verizon and coming back as a NEW customer to get perks, you will have to be away from Verizon for 60-90 days before you will be able to come back as a NEW customer.

I have had my apple tv 2 for about 3 months which work perfectly fine when I use it with my iPad 3 ー all of the sudden I get the HDCP Error! I read the forms and done everything! Apple I name a loyal customer, please come out with an update soon!

I have had my apple tv 2 for about 3 months which work perfectly fine when I use it with my iPad 3 ー all of the sudden I get the HDCP Error! I read the forms and done everything! Apple I name a loyal customer, please come out with an update soon!

That's one of the weird things.. it recognizes it maybe 10% of the time. And usually, only after I do the two-button reset. Problem is.. since it won't charge above 2%, anytime I try to do a restore or anything like that using iTunes, my device shuts off and I lose whatever progress I'd made.
So, an update... after reading through a bunch of similar complaints (there are literally 1000's of them so there's NO WAY this isn't somehow ios7 related, thanks a lot APPLE ) I decided to try a restore in recovery mode. After 3 hours and several disconnections... I ended up having to just set it up as a new iPad, as the restore did nothing. Weirdly though... as I was doing the restore in recovery mode.. I noticed I'd gotten up to a 10% charge.. higher than it's been since September, so after setting it up as a new device, I turned it off and plugged it in using the wall charger. 2 hours later and I was up to 38%. Still not great, as my iPad, before ios7 could've fully charged twice in the amount of time it took for me to now get 28% more of a charge. And that's with a fully cleaned out device.. so that really ***** and I'm now more confused than ever.
But I'm gonna leave it overnight charging and see what I come up with tomorrow. Sadly, when I paid $600 for it in February, I never expected to have to play "wait and see" with it...

How can i get a refund for unauthorised purchase made by my 6 years old child? I tried in customer service and told me to write a email but I don't know where i have to.

How can I get a refund for unauthorised purchases made by my 6 year old son. And he purchase games 1200€ With in 3days. How it's possible?

I'd follow the "report a problem" link
http://www.apple.com/support/itunes/account/

Best Buy, what is a loyal customer worth?

I have never written this type of message before but I felt this to be important for Best Buy to read. I was in retail for 37 years. I started out stocking shelves and ended my career a Senior Director. What I experienced in the last 3 days over a cell phone purchase with Best Buy is certainly why businesses today are not truly worried about developing loyal customers.
I was in the market for an i-phone 6 plus and went on line searching for any kind of deal on this phonefor Christmas. On Best Buy.com in bold print was the offer, "Receive a Free $150 Best Buy gift Card when you purchase any Verizon Smartphone with a NEW 2-year or Edge activation." I printed off this copy and went in to a store and asked about the promotion. I was told they had none of the phones, the deal was over on Friday so there was nothing they could do. I went to another store and got the same story. Feeling defeated I went home and got back on my computer and there was an e-mail from Best Buy saying I left this phone in my cart, are you still interested? I decided to call customer service and ask about the promotion and if I could get the phone. I got a guy named Ralph who said he was familiar with the promotion. They had phones to order on line and would help me all the way through. He did say that he was not sure if this meant just for new customers, but he said it does not say that so I will go through your purchase with you and make sure you get the gift card.
He helped me all the way through and said at the end of the transaction was when they would get me the gift card. At the end, the gift card offer still did not come up and he said, "now I see in my notes you will receive an e-mail from us within 4 hours with a link for you to get the gift card." Well, that did not happen. I waited for Friday after Thanksgiving and called customer service. This person said you get the gift card when you activate the phone. Just take the phone to the store when it arrives, activate the phone and that is when you will get the gift card.
My new phone came today and so I took it into Best Buy. I handed the associate my printed copy of the promotion and my phone and told him, I wanted to activate the phone, but only if I was going to receive the $150 Best Buy gift card. He proceeded to tell me that the promotion was last week but the "New 2-year activation" was only meant for new Verizon Customers. I asked him where it said that. He said "that is what it means" the Verizon person told us that. I again tried to tell him, I would be signing a "new 2-year activation" with the activation of the phone but I was already a Verizon Customer. He said that is an upgrade 2-year activation, not a new customer 2-year activation. I again pointed out that this distinction was not made in the add. He called his boss. His boss said the same thing that the add "meant" new customers. I said so it does not say that but I am supposed to know what it means. He told me this was a Verizon promotion and that is what they told him. So I asked if I could take this over to Verizon and would they honor it? His words" they won't, they are worse than we are."
At this point I could not beieve my ears and I said I will just return the phone. This $150 Best Buy gift card, that would be used on your merchandise with your margins would maybe have cost you $75. I will probably not purchase anything at Best Buy for a long time unless I have to. My story will certainly be discussed at gatherings as we all talk about our Christmas shopping trials, good deals and bad experiences. Best Buy, was it worth it? Do you even care? If you want to make this right, you can e-mail me at the e-mail address associated with my "unboxed" account.

Hello putter,
Welcome to the forum. I'm very sorry for the delay in replying to your post. It's always a smart idea to look for a good deal when you are ready to upgrade your phone. It sounds like you received conflicting information when you tried to take advantage of the promotion, and I sincerely apologize for any frustration, and disappointment this has caused. I also hope I can provide further clarification.
Per the terms and conditions of the promotion, which you can view in the link MMaier kindly provided, it states: "Valid only for customers NEW to Verizon." I'm very sorry if the agent that helped you when you called was not aware of this information. Using the e-mail you registered on the forum I was able to locate your information, and viewed that you have since returned the phone. Are you still interested in purchasing a new phone? Is there any way I could further assist you? We truly do appreciate our loyal customers, and I assure you I will also be documenting your comments for further employee training.
Thank you again for posting here on the forum, and I hope you will give us another chance in the near future to offer you a much better experience.
Respectfully,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Why was a loyal customer banned from online purchases without even a warning or a phone call?

Today I tried to use 10 gift cards online to purchase another gift card. I want to be clear. In doing so there was no warning or deterent for me to try and do so. I tried was because I read a response from BB Social Media Specialist John-BBY that it could be done in the store: http://www.forums.bestbuy.com/t5/Best-Buy-Store-Purchase/Can-you-combine-best-buy-gift-cards/td-p/86... So I figured why not see if it works online. The order was processed and then canceled. I then tried to order a portion of a larger gift card with some of my existing giftcards and then put the rest on my credit card (which has the same billing address as the shipping address for the delivery) and it was canceled again. I am not a theif nor am I trying to launder money. I am simply trying to combine the gift cards my wife and I have aquired (many of which we only have the number and the pin for) so that I can purchase 1 large item at BB. I know I can only use the numbers + pin at bestbuy.com. I cannot use them in the store as I do not have a physical card nor an e-gift card with a bar code.
Because I am not doing anything illegal or trying to fraud anyone, I promptly called BB on the phone to make sure they know I am really me. I spoke with a nice rep who while pleasant enough, gave me the unfortunate news that my bestbuy.com purchasing privileges have been revoked?! That there was nothing that she could do. That now I have to wait 5-7 days while it is reviewed by the risk department. My case number is {removed per forum guidelines}. This seems EXTREME right?! Why if you have no GLARING public warning at checkout would you cancel ALL of my privileges to purchase online? I write software for a living. This is clearly a CATCH all fraud mechanism built into your sales system. Why don't you just put an error message on the order form saying that you are not allowed to purchase giftcards with giftcards online? Writing, testing and releasing the code for that simple error message would take a fraction of the man hours that "investigating" my single case is going to take. Let alone the possibly hundreds of other customers that you put through this rigamarole. Without any warning how are people supposed to know?!
I am certainly not a new bestbuy customer. I have a fantastic purchase history by any retailer's standards. Especially one with such heavy competition. I am a "MY" Best Buy member. I have the Best Buy credit card. I have bought things at bestbuy.com over and over again for 5+ years! What better shining example of a loyal customer do you want?! This is a HUGE pain in my butt. I simply want to use my 12 gift cards of varying balances to purchase 1 single product. What can you do for me? The customer satisfaction/social media PR team has to be able to do something. A resounding "Our hands are tied" sounds like a real loud lack of trying. In anyone's mind (employee or not) if no one can help me this has to be seen as a huge let down of a loyal customer and a understandable reason for me to start bringing my business elsewear. I don't think I have ever been treated like this by Amazon.

Hello jsanford,
Placing an online order with us should be a relatively easy process, so I can imagine your surprise to find your order unexpectedly cancelled after being a long time customer with us. It sounds like you’ve been put through the ringer just trying to figure this out on your own, and it’s disappointing to hear we’ve been unable to explain what we can do in order to assist you. I apologize for any frustration this may have caused, and I appreciate the opportunity you’ve provided us to clarify the situation at hand.
While never ideal, there are times when we regrettably must cancel an online order from our end for various reasons. While we are unable to elaborate further as to why your specific order was cancelled, please feel free to view our Conditions of Use that were agreed upon by placing an order with us.
Having said that, we are only able to accept up to 10 gift cards per transaction on BestBuy.com, and this could explain why you were unable to combine all 12 of your gift cards at one time. If you wish to do so, I’d suggest visiting your local store as they may combine up to 15 at one time. It’s understandable how this would be problematic though if you no longer have a physical copy of some of your gift cards, so I’ve sent you a private message to gather some additional information from you. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.
I hope to hear from you soon,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

I am SICK and FEDUP with BT BROADBAND

I'm a patient guy but this really takes the biscuit. I've probably spent more time on the telephone to BT customer support than on the internet. I've been with BT for 9 years but the last year I've had major problems.
It all started when my local exchange had "problems" and ever since then, my broadband connection is not reliable. I get 8MB straight to my house, I've had sockets changed by BT and the BT HomeHub2 is plugged direct into the socket. Engineers have reported on 4 separate call-outs that my home wiring is not the issue and suspect the exchange.
My download speeds are hit and miss and some evenings I can't even get online. Today for example, I returned home from work at 18:30, checked the speeds, 8MB connection, download speed test 790Kbps so all OK. Go online at 23:00, 5MB connection but download speed of 50Kbps which is utterly unacceptable and clearly an Exchange issue.
Every technical support call I make, I am forced to repeat the same info, check the socket, use the test socket etc and I am sick and fed-up with it all. I am going to move to Virgin Fibre if BT don't sort this out.
Are BT actually giving priorty to Infinity customers or something similar, hoping we will upgrade? If so, more will leave rather than upgrade.
I can't actually face any more support calls, being promised they will resolve the issue and to wait 10 days for the line to settle. My BT call log must be extensive and surely, as a matter of customer support, they should up the priorty and resolve any issues once and for all. I am in contract until April 2012 and want to end it now because the service I have received is dreadful.

Hi welcome to the forum
O that we canhelp you sort out your problem we need some information from you please
Can you please post your full hub stats and a full Bt speed test
To obtain your hub stats enter 192.168.1.254 into your browser address bar and navigate to broadband then connection then post the full results. Then run a Bt speed test This is the web address. speedtester.bt.com and again ost the full results
No priority is given to infinity customers by the way
Once you post the results here someone will be pleased to help you resolve the problem
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Complaint about customer service and business practices

I am creating this post to make public a complaint i have about unethical practices and poor customer service with Verizon.
Here is the story:
A few months back our landline stopped working. Called Verizon and followed all of the troubleshooting steps to try and fix the problem. No dice. I called again- they said they could send a tech out to fix the phone line- and was told specifically that if the problem was INSIDE the house and involved the tech coming INSIDE then there would be a $91 service charge. If the problem was OUTSIDE the house, no charge. So cautious that the problem might be inside, I replaced the phone jack and tried multiple phones etc to make sure it was not an inside issue. Called back and scheduled an appt. The tech came out- was extremely friendly and immediately located and fixed the problem- IN THE BOX OUTSIDE. Said there was a short in one of the lines at the box. It took him less than 5 min. I said- that was easy! He said- yup- and will save you money too (by not having to go inside). That was that. The next month we got our statement (we're on autopay)- and there it was- $91 charge. I called customer service- and after some passing around and review of the tech's notes by the rep- that stated he did NOT enter the house, they agreed to credit us back the $91 on our next bill. That was last month. Statement arrives today- NO CREDIT. I call back. After more passing around I am finally told that it was not credited because our "request" was denied. What? I said? The request was reviewed and denied based on the "notes" showing that i was "informed of the charges at the time of service"? Um, what? No i wasnt. I was informed MULTIPLE times PRIOR to the appt that i COULD incurr charges if the tech came in the house. He did not- his tech notes even state that. So now i get passed to a supervisor. He tells me that the tech notes state that i was told of the charges at the time of service. Funny- the month prior to that when i first called the notes did not state that at all- they simple said that he did not enter the house. Somehow after my "request" was filed the tech notes were modified. The supervisor was very curt and short and said the case was already reviewed and denied- no credit. He then goes on to say that the reason for the charge was because the tech did work on a line that LED into the house? What? Don't all the phone lines LEAD into the house? And regardless- it was explained several times to me that the ONLY charges would be if he came in the house. I have been a loyal Verizon customer for years- but i was shocked and quite frankly **bleep** off. NEVER was i told about any charges during the service. In fact i was told the exact opposite- that there would be NO charges since he never entered the house. This is a horribly deceptive practice- and i am NOT HAPPY. I told the "supervisor" so- who didnt seem to care at all- and told him that i would consider canceling my service because of this- at which he happily said "would you like me to transfer you to cancelations?" wow. Unfortunately I am still locked into my 2 year agreement- however i will unquestionably be looking to switch to brighthouse after its up and will be recommending likewise to my friends and family. You simply cannot tell a customer one thing and then charge them for another. Dont they record all the phone calls for "quality assurance"? Well if so, then they need to listen to the calls i made prior to the appt to ensure that i would NOT be charged if the tech did not enter the house. I triple confirmed this. Verizon has completely lost any credibility in my opinion. NOT HAPPY.

so yesterday i posted the below complaint about my experience getting charged for service on my landline. After some "private chatting" with various verizon people i got the response that follows. unbelievable. i will without a doubt be canceling my verizon service as soon as my contract is up and will definately be recommending the same to friends and family.
here is my original post from yesterday:
I am creating this post to make public a complaint i have about unethical practices and poor customer service with Verizon.
Here is the story:
A few months back our landline stopped working. Called Verizon and followed all of the troubleshooting steps to try and fix the problem. No dice. I called again- they said they could send a tech out to fix the phone line- and was told specifically that if the problem was INSIDE the house and involved the tech coming INSIDE then there would be a $91 service charge. If the problem was OUTSIDE the house, no charge. So cautious that the problem might be inside, I replaced the phone jack and tried multiple phones etc to make sure it was not an inside issue. Called back and scheduled an appt. The tech came out- was extremely friendly and immediately located and fixed the problem- IN THE BOX OUTSIDE. Said there was a short in one of the lines at the box. It took him less than 5 min. I said- that was easy! He said- yup- and will save you money too (by not having to go inside). That was that. The next month we got our statement (we're on autopay)- and there it was- $91 charge. I called customer service- and after some passing around and review of the tech's notes by the rep- that stated he did NOT enter the house, they agreed to credit us back the $91 on our next bill. That was last month. Statement arrives today- NO CREDIT. I call back. After more passing around I am finally told that it was not credited because our "request" was denied. What? I said? The request was reviewed and denied based on the "notes" showing that i was "informed of the charges at the time of service"? Um, what? No i wasnt. I was informed MULTIPLE times PRIOR to the appt that i COULD incurr charges if the tech came in the house. He did not- his tech notes even state that. So now i get passed to a supervisor. He tells me that the tech notes state that i was told of the charges at the time of service. Funny- the month prior to that when i first called the notes did not state that at all- they simple said that he did not enter the house. Somehow after my "request" was filed the tech notes were modified. The supervisor was very curt and short and said the case was already reviewed and denied- no credit. He then goes on to say that the reason for the charge was because the tech did work on a line that LED into the house? What? Don't all the phone lines LEAD into the house? And regardless- it was explained several times to me that the ONLY charges would be if he came in the house. I have been a loyal Verizon customer for years- but i was shocked and quite frankly **bleep** off. NEVER was i told about any charges during the service. In fact i was told the exact opposite- that there would be NO charges since he never entered the house. This is a horribly deceptive practice- and i am NOT HAPPY. I told the "supervisor" so- who didnt seem to care at all- and told him that i would consider canceling my service because of this- at which he happily said "would you like me to transfer you to cancelations?" wow. Unfortunately I am still locked into my 2 year agreement- however i will unquestionably be looking to switch to brighthouse after its up and will be recommending likewise to my friends and family. You simply cannot tell a customer one thing and then charge them for another. Dont they record all the phone calls for "quality assurance"? Well if so, then they need to listen to the calls i made prior to the appt to ensure that i would NOT be charged if the tech did not enter the house. I triple confirmed this. Verizon has completely lost any credibility in my opinion. NOT HAPPY.
This post was followed by an online chat with a verizon person last night- who, after reviewing my acct and the notes on the acct said the following:
{edited for privacy}
WHAT? First off I WAS NEVER INFORMED THAT THERE WAS A DIFFERENCE OF WHERE THE WIRE WAS OUTSIDE MY HOUSE. I was simply told if the work/wires were ANYWHERE ON THE OUTSIDE of the house, which they were, then no charge. "Internal side of the NID leading into your home"- THIS WAS STILL ALL OUTSIDE! NO ONE EVER SAID IF THE WIRE WAS ON A PARTICULAR SIDE OF THE NID BOX I WOULD BE CHARGED! ONLY IF THE WORK WAS INSIDE OR OUTSIDE THE HOUSE! THIS IS CRAZY! AND ARE YOU SERIOUS ABOUT AN INSIDE WIRE MAINTENANCE PLAN? WHO THE HELL HAS THIS? OR HAS EVEN HEARD OF IT?
I AM SIMPLY AMAZED THAT A HUGE COMPANY LIKE VERIZON FEELS THE NEED TO BULLY AROUND AND TAKE ADVANTAGE OF PEOPLE LIKE ME. SHAME ON YOU VERIZON. CLEARLY I HAVE LITTLE RECOURSE HERE, HOWEVER AS MENTIONED BEFORE I WILL BE CANCELING MY SERVICE AS SOON AS MY CONTRACT IS UP (TO AVOID ANY RIDICULOUS EARLY TERMINATION CHARGES0 AND WILL BE RECOMMENDING THE SAME TO OTHERS. I WILL OF COURSE BE FILING A COMPLAINT WITH THE BBB AND ANY OTHER CONSUMER ADVOCATE GROUPS THAT I CAN - NOT THAT I EXPECT ANYTHING TO COME OF IT- BUT TO SIMPLY LET THIS GO ON RECORD. SHAME ON YOU. YOU CANNOT TELL A CUSTOMER ONE THING AND THEN DO ANOTHER. LISTEN TO THE PHONE RECORDS FOR WHEN I CALLED TO MAKE THE APPT- ALL I WAS TOLD IS THAT THERE WOULD BE NO CHARGE FOR WORK DONE OUTSIDE THE HOUSE...ONLY CHARGE WOULD BE IF WORK WAS DONE INSIDE. WOW. SIMPLY AMAZING.

Loyal Customer Thinking About Leaving Soon!

I have been a Loyal Customer of "Verizon" for years and was happy but recently i had a "Horrible Experience" my Droid X was replaced in 10-2011 and it voided a discount on 1 of my lines that i was getting for years. I was told that i could no longer recieve the discount and that was that. The discount was $6.00, but i guess the company would go bankrupt to continue to give me a discount that i been getting for at least 5 years. They are willing to lose a customer with a guarantee bill of $220.00 a month for $6.00. Then i added a line on my family share account with an old phone just to find out 2 days later the phone was put on it's own plan. I called back to correct this matter and the phone was then put on the family share plan, but the representative changed my plan somehow. Due to verizon no longer offering my current plan it had to be sent to a special department to be put back on the account. I then decided this is to many situations occurring back to back so i decided to look through my bills and see what my charges where from this past year. I realized that a line i put a block on since 2008 was being charged for a 1 year for text premium services of $9.99 and 2 months $19.99. When i asked for verification of the block i was told i had blocked something else not that in 2008! What else could it have been because i never blocked the internet or texting? I was then told they couldn't credit me all my money back, because they don't go back that far anyway. What? I guess i'm suppose to keep paying for verizon mistakes. So now my Droid X that was just replaced in 10-2011 is shutting off frequently so i decided to upgrade my phone, because a representative stated that my line was eligible for and upgrade. I went to Best Buy on Monday to upgrade and was told i could only upgrade at "Verizon Wireless", because it's considered an early upgrade! Am i not still locked in a contract for 2 years so why should it matter, a upgrade should be an upgrade and of course the phone is $100.00 more at verizon than Best Buy, so i see it's not about keeping your customers and making them happy it's now about how much $$$$ you can get out of me. I am going to continue to get replacement's for both of my lines until my contract is up and looking for service elsewhere. Very disappointed!

First of all i probably have been a verizon customer longer than you and if you know verizon like i know verizon your taxes and fees change so if it's a $10.00 - $20.00 difference i usually just pay it and #2 I know what i put on the phone because this happened to 1 of my accounts back in "88" so speak what you know. #3 I made my changes with a representative and checked my account 2 days later and that's how i was aware of the mistake the representative made. I never went over a plan with a representative so why was the line put on a plan by itself since you know so much about my experience! #4 I also did all that you put up here opting out and everything and it's still on my bill this month! So once again talk what you know! #5 As far as my discount this is something i been getting for years i don't care what you don't get because i don't pay your bills and verizon has promotions for different people, agency's and etc. everyday so everyone is not the same so once again speak on something you know about. #6 When i was upgrading i went to an authorized agent which was "Best Buy" so what are you talking about every phone and upgrade i have done has been from Verizon or Best Buy not just anyone so once again speak on what you know. #7 anything i do i do with a "Verizon Agent" who recently has made several mistakes on my account and admitted to it. If i'm calling and adding a phone on my family share how do my plan change? You don't know because they couldn't answer it. And last I want you to know that i am far from lazy so watch your mouth. Don't get disrespectful, because you don't know me to call me out my name. Verizon messed up and that happens,but don't quote on my comment being nasty when you don't know the facts. I also received a $400.00 bill this month for there error not mines, due to a representative again not doing there job.

Bad Experience: Customer Service and Automated billing

I signed up for automated billing before my first bill was due on my u-verse and internet services. My online account and the automated telephone services said I was enrolled in auto pay so I assumed that meant my bill would be deducted as I had signed up for. Apparently automated billing can begin anytime and could take "up to 1-2 billing cycles". I signed up for automated billing so I wouldn't have to deal with late fees (we also have automated billing for our cell service through AT&T and have had for years) because we are extremely busy right now. Of course automated billing conveniently doesn't start now and AT&T informs me 10 days after my bill is due. I call Customer Service and the rep acts like I'm ignorant for not knowing that automated billing hasn't started yet and that there will be a late fee. What a nice reward for signing up for automatic bill pay. Most companies give incentives like a percentage off their bill and can figure out how to get the auto pay set up immediately. Not AT&T. They instead pull a "in the fine print" move and tag on a 9.00 late fee for missing your payment. Not happy and we have been loyal AT&T phone customers for years. Will be reconsidering TV and internet services now if this is the direction AT&T's customer service is headed.

Well, they did say it might not work until 1 or 2 bill cycles, so if it was me I'd check online for the bill.
Personally I signed up for autopay to my CC the day after I was installed, but due to being installed on the start of my biling cycle day, I didn't get a bill for 6 weeks. Even then everything got paid on autopay due to having 2 full cycles on my bill.
Might get some relief from ATT Customer Care, click the ATT Customer Care link in my signature below, send the PM, explain your autopay situation.
Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope, upper right on every page, for their reply. Good luck
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Verizon customer service and new direction company has taken...?

November 15, 2013
To whom it may concern:
I will make this letter brief, knowing I will not get a response because of the lack of Values Verizon holds!
Most recently, your company has deliberately failed to honor previously made guarantees with their unlimited plan. I have fought this issue for about a year but I have recently accepted this and attempted to give Verizon another opportunity to show they value their loyal customers.
I had set up a third line two years ago for my paraplegic brother, whom I care for. Due to unexpected circumstances, the line has not been used. I attempted to restructure my contract ONE-month early without a greedy penalty from Verizon. Again, I was disappointed with a total disregard to customer care. Verizon representatives were not willing to waive a ONE-month early cancellation fee for an unused third line, even when I was going to upgrade my phone and give-in to Verizon's greed with the restructure of my unlimited plan.
I understand that my contract is just a "Speck of Dust in a Vast Desert", but I thought that just maybe, Verizon still valued their loyal customers to eat a greedy fee in that same vast desert. I was wrong, again...
You will lose a loyal customer on 12/19/2013, when I will only have to pay for one cancellation fee. Thank you Verizon for your new direction with no values or customer care! Better yet, especially with your company's treatment of a loyal VETERAN customer!
Respectfully,
Dan
>Personal info removed<
Message was edited by: Verizon Moderator><

It is sad when greed is the leader in corporate operations. That we pay all the fees incurred by the companies operating cost and taxes and upper management bonuses and profits with nothing passed down to us who supply the reason they exist. All companies have went this route and continue the cut the hands that feed them. Customers do have a voice..... Your money. Take it elsewhere when you are not satisfied with service. Any company whom isn't providing adequate service should feel that pinch. But we see large entities conspiring together to lock in high cost by raising it across the board. It's basically picking which pineapple you prefer to crammed in our backside. Given less products and service for higher rates has been the trend since 2008 and looks to continue until there is nothing left to take from the consumer.

20 Year Loyal Customer - Sick and Disgusted!!

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