Client Satisfaction?

Question

I just had the unfortunate experience of finding out that a wireless modem that I was told was cancelled, was not. Being a Verizon Wireless Client for almost 2 decades, I figured I would Chat with the Customer Billing Team associated with Wireless and see if we could come to some kind of an agreement. I connected with Brooke, and 30 minutes later, after information was shared back and forth, I was disconnected. I have Verizon  auto pay, and I understand it is my fault for looking deeper into the bills to see that the modem line was still being charged. The device has not been used for close to 3 years, with no data transmission. How I found this out is that I went to the local Verizon store, and they told me this. I also asked them if they could help me with this situation and they said no, I would have to call. However, on the phone with Verizon, they informed me that the store could very easily have helped me.  
I kept the chat ID, and reconnected to another rep, and requested I be connected back to Brooke. I was, although I was told it was another Brooke, not the one I first spoke with.  So now we have about 40 minutes of time invested in this. Brooke number 2 tells me that this is a residential problem, and gives me the phone number of residential.  I call them, and after about 20 minutes, I am told that I have to go to Wireless to get this corrected. I said are you kidding, I just spent about 30 minutes with them. I get a warm transfer from Residential to Wireless.  The wireless rep continues to tell me what the policy is, and how I should have been more aware. In my line of business, I understand about inventory, and equipment being charged that not is not part of the inventory, and I successfully figure out a methodology to meet in the middle of the road. I might add I work for a company as large and complex as Verizon Wireless. Explaining to the Customer what the policy is over and over again, and at one point laughing, is perhaps a very poor way to handle a Client, especially in such a competitive environment especially one that has always paid. . Everyone makes mistakes.
My account is up for "renewal" in March, so I had the Rep type in the account comments "Client will Drop Service from Verizon in March. Next I will send a letter to the CEO of Verizon Wireless. I figure if I am taking all this time, (close to 3 hours into this now), and bringing it to his attention, there probably are 100's like me just canceling the service.

Answer 1

You had a wireless modem for 3 years, and did not notice once you were paying for it?  And this is Verizon's fault? Autopay is not forgiveness to never look at your bill.  You are just mad at yourself for never looking, don't displace the blame to others. Some businesses and alarm systems in homes have wireless modem for emergency back up and would not have any use for years, but it is there when you need it most, in an emergency. Therefore, not using data is not proof you didn't use the modem. Yes, everyone makes mistakes, but not ones that are repeated 36 times over and over. I hear many stories on these forums where Verizon legitimately wronged someone, this is not one of those stories.