Being ignored

Question

My name is David and I've been a Verizon Wireless customer for the past few years. A couple of months ago, I began having issues with a brand new jetpack device. The device was using absurd amounts of data and I had no clue why. I contacted customer service and eventually got in touch with (removed) Smith, a supervisor. We talked about three times over the phone, on separate occasions, trying to figure out what was causing the problem. We reset the device, changed the password, etc., but nothing was fixing the problem. In the meantime, I had taken multiple steps to make sure nothing was using the data on my end. I set up a metered connection, which tracked exactly how much data went through my computer and it was not even close to what the jetpack was saying, despite being the only device connected to it. Ms Smith gave me her email address to stay in closer contact with her while we were trying all of the steps to fix the issue, so I could let her know exactly what I was seeing. The email address she gave me was (removed) Our contact first started in November and she sent me the first email on 12/1/13. The device began using even more data, now at a very alarming rate. In one night, it used 12.5 GBs of data. I spoke with her again on 12/14/13 when I first noticed how much data it had been using. She eventually sent me a new device, stating that the one I had was faulty and she wanted me to let her know when I got the new one so she could monitor the activity and see if it was following the same pattern or if it was acting normal. It ended up working 100% fine and not like the faulty device I had sent back in. She had told me over the phone that she would fix all of the overage charges from when I first got the device since it was messed up. She gave me credit for the total of overage from the first 3 months with the device, but she hadn't fixed the bill that had used 55 GBs of data, which was the last cycle in which I had that particular device.
The last time I heard from Ms. Smith was on 12/31/13 when she had told me she was going to fix the charges. In the meantime, I was left waiting to hear that the fourth and final month had been taken care of, so the $460 worth of overages was still sitting on my bill. On 12/31/13, she emailed me asking for my number to reach me on so she could call me that day. I responded with my number, but never received a call. A week later on 1/6/14, I emailed her again with my number, telling her that I wasn't sure if she had received my email or not, but I was still waiting. As of 1/21/14, I had still not received a call, so I emailed her again telling her I needed to talk to her ASAP so we could get everything resolved and I could pay my bill. I also mentioned that I needed to have my data plan changed back to normal (16 GBs) rather than the 30 GB plan because it was too much. I had been bumped up to 30 GBs during that big month of overages, to try and prevent extra charges. A little less than a week later on 1/26/14, I emailed Ms. Smith once again, telling her I was worried about my service getting cut off and I needed to speak with her ASAP. I mentioned that I did not want to have to start from scratch with someone else.
On 2/6/14, I woke up to discover that my service had indeed been turned off. I called and spoke with someone in customer service, explaining what had been going on. I was told by that representative that her supervisor would call me between 8-10 PM that night, but in the meantime my service would be temporarily restored. I never received a call. Around 10:30, I called back to try and speak with someone else. I was put through to another representative, once again having to explain what had been going on. This representative told me that I would have to wait for a call back from his supervisor, because he would be leaving at 11:00 PM. I explained to the representative that I was already promised a call back that night and didn't receive a call, so I had to have it taken care of because my service was shut off. His supervisor took my call and told me that there wasn't much they could do, because Ms. Smith had already started my case. He said they would send her an email, telling her she needs to contact me. He told me that he would have someone from his team call me back within 24-48 hours to see if she got in touch with me and if not, I would start from scratch with them.
In the meantime, I sent Ms. Smith an email the next day on 2/7/14, telling her my service had been shut off and I tried calling the night before to speak with someone else, but they couldn't do much for me because she had already been working with me. Again, I never did get a response.
Monday 2/10/14 had come along and once again my service was turned back off. I never did receive a call from the supervisor I spoke with on 2/6/14, who had promised me his team would call me back no later than 48 hours. So, again, I called to try and speak with someone else. I eventually got through to another supervisor, but after I explained to him what had been going on, the call was disconnected. I waited for about 30 minutes to see if he'd call back, but he didn't. Once again, I called to try and speak with someone else. I was directed towards the financial department and I explained to them that I was just talking with someone and was disconnected, so I was hoping to get back to them. I was told that there was no way to trace me back to the man I was speaking with. I then explained to that representative what was going on and she told me that if I paid the actual monthly access portion of my outstanding bill, my service would be restored and she would promise to put a note on my account to not turn it off again, because I was working to have the charges fixed. I paid the monthly access and she then transferred me to technical support to have someone in that department help me further. I then explained my story to the technical representative and she told me that her supervisor was not on-duty at the time, but she was preparing an email to send to her and she would definitely get back to me by the end of the week. That was two weeks ago from today and I've yet to receive a call from anyone.
Once again, I woke up today to find that my service had again been shut off. I called in and spoke with financial services and explained to them what has been going on and she said if I went ahead and paid my bill that had just come due for last month, she could turn it on. So, that's what I did, but I'm still left in the dark as for the future.
I am so beyond frustrated with this entire situation, that I have no clue what to do. I've told this story to at least ten people and I've gotten no where. To say that I feel like I'm being ignored, is an understatement. I can send y'all the entire transcript of emails with myself and Ms. Smith, proving that I've been trying to contact her for the past month and a half. This whole situation has gone further than the simple problem of the overage charges. It has now risen to a ridiculous level that I am being ignored by what seems like the entire company as a whole. How many times do I have to call to where I can finally work with one person who will help fix the problem? How many times can one customer be told that he will be contacted and he never receives a call? At this point, I am more than prepared to go over to Sprint and cancel my service with Verizon. The $460 that I am being raked trough the coals for will be nothing compared to not having my business for years to come. I am also prepared to contact and file complaints with the FCC or BBB for the fact that I have done absolutely everything in my power, including going in to a local store, to speak with someone about my issues. Like I said, I have the emails proving that I've been ignored and I can show them to y'all or to them. I don't know what to do anymore and I'm tired of calling and starting over with a new representative then being transferred around in loops where I have to re-tell the entire story again, so this is my last resort. If I don't get help by the end of the day, I'll be somewhere else tomorrow.
Private info removed as required by the Terms of Service.
Message was edited by: Admin Moderator

Answer 1

Hi Barry,
I am sorry about the mix up with the order, could you send me a PM of your contact details? Please include the email address you used to contact support.