Currently Deployed - Customer Service/Deferment Issues

I'm unable to get ahold of Verizon from the location I am currently deployed to. I am looking to have my payments deferred so that I am not wasting hundreds of dollars on a service I currently have no use of. Any number I call tells me to call back *61(which I can't) and hangs up, or I just can't understand the person on the other side of the line when I call local stores. Live chat doesn't seem to work either and I can find no email support. Kind of frustrating. Is there any way to get this done that I am not aware of? Thank you!

IF YOU ARE DEPLOYED OVERSEAS, MAIL A COPY OF YOUR ORDERS ALONG WITH YOUR ACCOUNT INFORMATION.
Verizon Wireless
ATTN: Correspondence Team
PO Box 5029
Wallingford, CT 06492

Similar Messages

Customer Service & Infinity Issue

Hi All,
Apolgies for having a dig on my first post here, but looking at numerous messages over the past few days, I believe I am not alone in my current issue with BT Inifinity.
I moved over to BT inifinty from Sky three weeks ago, as Inifnity was finally available in my area. MY internet was then positioned at 36M download 7M upload. A massive leap from Sky.
I then paid 12 months line rental up front, and took advantage of the reduced rate for 3 months.
Thats when the issues started and still contunue.
Firstly BT infinity was installed fine, and then 3 days later we lost the house phone. Yes, the house phone was completely dead, and as it was the weekend, we didnt have a working phone until the Tuesday. Not to worry, teething problems I thought, but the engineer stated it was incorrect in the exchange...
Never mind, look on the bright side, I have infinity bb speed.
Just a week later, i recieved an email to state my limit was nearly full on my BB. I was surprised as no one informed me there was a limit to infinity. Therefore I then changed my account to pay more money to BT to enable the unlimited. Thanks BT customer sales service for not informing me of that one!
Then we come to the final piece of the jigsaw. I didnt contact BT about my infinity service as i was waiting for the 10 days BB period to settle down. However, we have only ever recieved max 22M download and 4.5M upload. So i contacted BT support to report it. Low and behold I recieve the email saying a fault has been raised, recieved two phone calls from an indian support centre, and heard nothing back.
On checking my support status this evening, I see BT have stated in the fault report that they believe the issue is now resolved. No email confirmation to me, and the fault is still not resolved! I still have the same BB speeds, and no where near what i was offered.
Based on the above, do you believe this is good customer service?
I am now paying more than i thought due to wrong information from the BT sales team, was not connected correctly when the service was activated, lost my home phone for 5 days, still do not recieve the speeds i was told i could recieve, and when i do raise a fault, it has been reported fixed when its not, and recieved no information.
I am a calm person, actually do work in the telecoms industry, but if I did this to one of my customers, we would lost them.
Could anyone help me on how to try and fix my issue please?
Many thanks
Alan

Hi,
If you have read my original post, then you will understand that I did report the fault, but BT have no stated in the case notes that they believe it is fixed. This is not the case, and the notes were updated without any communication to myself.
I am fully understanding of fault processes, but in this instance I do believe that BT customer service does need to be improved.
I am also fully available to assist BT in resolving the fault but the fault has been reported over a week, no correspondance.
To that end, I will not be responding to say your post was an accepted solution.
Rgds
Alan

Customer Service Billing issues

I've been calling about poor internet service since we signed up with Comast/Xfinity. Back at the end of last year October 2014, our internet service went from not bad to non existant! I finally contact Comcast again in Jan 2015 when I discovered that my wifi modem at home through Comcast was not operational and my cell phone data had been picking up the slack. This mounted to $200 additional a month phone bills for data that should have been covered by Comcast billing me $60/mo service. I was told at this time that the modems deteriorate after much use, which I didn't believe but went along with and received a new modem. After we had the new device we knew the customer service tech didn't know what they were talking about because our service hadn't changed. I called again in Feb and asked that a tech come to the home to evaluate the situation. The tech came and said yes you definatly have an issue with no service but it's an outside tech service call and someone else with have to come out and fix. He advised me that I wouldn't be contacted and wouldn't even know when them came because it was outside and I wasn't needed. The Tech also said he would be able to return my prior modem that was replaced. I still haven't received the credit and have been billed for it every month since which is a total of $69.00 that I've paid for something that has been returned to Comcast. And yet again in May I still have maybe 5% internet service when I called Comcast customer serivce again they have to run there stupid test that mean nothing even though I told them the issue is on the outside. This time the rep completely knocked our internet out. No signal whatsoever could be sent to it! It took 4 days to get a service tech out (another long story or disgust with Comcast Service!) it ended up taking 4 techs 2 days to fix our internet service and to get it back up. These tech advised me that they did not see how we even had the 5% internet service that we did because the router at the main box wasn't pushing out enough to even reach our house!!!! So when the customer serivice rep on the phone only wanted to give me a $35 credit because she insisted I had internet service I laughed at her. I asked for a supervisor to contact me and to excalate the ticket #029720852. A Lartasha Roberson at 224-229-6200 x1380630 called me after 48 hours at 2:50pm on 6/19 said she was only in till 3:00pm that day. I called her back 4 times prioir to 3 left messages and called back every day up to today 6/26 and have not had one return call back from her to address this situation! This is not customer service. I don't mind paying for something that I have but when I have to pay double for something I don't have it is not right and it's taking advantage of people!

@ComcastCares No need for a PM. Currently it has been over 43 hours since I sent an email on July 14 at 4:49pm requesting further assistance with continued service and billing issues. This email was sent to the regional ECARE agent Gail A. who was tasked with helping us and Ccd the ECARE team in Tom K's office. In that email I clearly requested that I be contacted by email not phone. So far I've not heard from Regional ECARE agent Gail A. but I received multiple emails from Tom K's ECARE team members saying that they apologize for the inconvenience, they value me as a customer, etc., they are forwarding my request, and I would be contacted wishing 24 hours. The only contact I've had was a voicemail left by Kenneth I. yesterday morning at 11:35 am. I was unaware of that call/voicemail until I was able to check my phone calls/vmail so after 6 pm last night. I called Kenneth I back but left the office at 5:30pm. Left a voicemail requesting once again I be contacted by email not phone. Also sent another email to Gail A. And Tom K's team. Last night my husband I and were unable to access OnDemand to catchup on recent episodes of HBO's True Detective. We tried 3 times betwee (n 9 and 10pm but only got error messages and finally a black screen with the progam info at the bottom. I include pics of the error screens. Fast forward to today, I've received no communication from Kenneth. and now this message from you. Wow! I am underwhelmed to say the least. In addition for some reason im finding it very difficult to enter this reply. I've never had this much trouble using this forum.

Total Lack of Customer Service - Ongoing Issues for 8 Weeks

Hi, I'm currently dealing with Comcast's legendarily awful customer support. I've tried a multitude of avenues, with the exception of this one, so in the hopes that maybe someone can help me here, this is what I've experienced in the past 8 weeks: June 1: Move into new townhouse. June 6: Attempt to setup Comcast internet and TV services through a 3rd party subscription company. $40/mo for Blast (50MB ) internet with a $75 VISA gift card, TV already provided through my HOA fees. Credit hard inquiry pulled for this subscription. Never got the $75 gift card. June 7: Attempt install of my own router/cable modem. Modem does not work. Spend several hours on the phone with various tech support and customer support employees. End result: no internet. June 8: Spend several hours on the phone with various tech support and customer support employees. End result: no internet. June 9: Spend several hours on the phone with various tech support and customer support employees. End result: 3rd party didn't actually create an account. Hard credit inquiry pulled (second one), $25/mo for 25MB internet and TV again included in HOA. Internet works, TV does not. June 10-16: Girlfriend (who is authorized on the account) attempts to pick-up cable boxes. Told that she cannot because she is not the account primary. After multiple phone calls to customer support, she finally is allowed to pick up the boxes. June 16-19: Attempt to install cable boxes, again with multiple customer service calls. Issue is traced to an incorrect rate code entered. Rate code correct, still doesn't fix cable boxes. End result: No TV June 20 to July 2: After multiple attempts to get cable boxes to communicate and failing, a tech visit was created. Tech visits house. My girlfriend was present for the appointment - I am an electrical engineer and did my best to explain to her what the issue is - there is a terminator at the external cable box preventing any signal from entering the house. She attempts to explain this to the tech, who dismisses her and says the issue is the satellite dish on the roof, which isn't even connected! July 18th: After trying to remove the terminator myself and failing, I call customer support and set up yet another tech visit. I am given a visit date of August 3rd (16 days later - completely insane), but promised that the agent will escalate the appointment and have someone call me back within "2 to 3 hours". I am still waiting on that particular callback. July 22nd: Spend multiple hours in online chat with 3 separate agents. My thought process was that by having everything in writing, maybe someone would actually do what they promised. I was promised bill credits for the unusable cable boxes and a callback within 24 hours to reschedule my appointment to an earlier date. Never got the correct amount credited, and I am again still waiting on that callback. July 27: Finally get aggravated enough to email the Executive Customer Care line. I am promised that I will hear from an agent within 24 hours. July 28: Get an email from the agent in broken English, addressing me as "Mrs." XXXXX (I am definitely not a "Mrs.") and claiming that he tried to call me earlier in the day (I had no missed calls or voicemails, and I was not on my phone at all that morning). I email him back immediately and he promises to follow up with me. I hear nothing for 4 hours, so I email the executive customer service team again. Instead of directly helping me, the inform me that they'll update my ticket and let my agent know. An hour later, I finally get a call from the agent informing me that although it is the end of his work day (which somehow ends at 3:45pm), he will try to get my appointment moved and he will definitely credit my account. He tells me that if I don't hear from someone from the local dispatch team that day, I would definitely hear from him first thing the next morning (the 29th). Shockingly, I don't hear anything from the local dispatch team that evening. July 29th: Don't receive a callback from either the local dispatch team or the agent helping me. I sent several emails to the main executive customer service line and am only told that my ticket would be updated and my agent informed. That does me absolutely no good, since my agent isn't helping me! My account still hasn't been credited, I have the same appointment date, and I still have 2 hard credit pulls on my credit score! My problem isn't overly complex or difficult to deal with. I don't want to be a thorn in Comcast's side, but I am being pushed in that direction because no one is assisting me, just passing the buck from rep to rep until I fall through the cracks. I am going to have to file complaints with the FCC, FTC, and BBB because of the appalling lack of customer service. I bill over $70/hr for my time at work, and I have wasted at least 50 hours during working hours dealing with this. I don't think it's unreasonable to want my issues resolved promptly when I've basically flushed $3500+ down the drain dealing with pure incompetence. If there is anyone who can actually help (and I don't mean telling me that someone will call back in the next 48 hours - because I've already fallen for that ruse a dozens times or so), please get in touch with me.

Hi wth1,
Sorry to hear about all the problems you had getting this resolved. I do see you were able to speak with someone yesterday who was able to assist you and come to a resolution. Please reach back out to us if you have any other issues.
Thank You

I AM SO ANNOYED WITH VERIZON CUSTOMER SERVICE, Router Issue

So i upgrade to 75/35 and immediately don't get more than 45-65 downstream, heavy fluctuation. I power cycle the modem. It immediately pegs out to 84.2 down. Thinking it was a one off and all is good I leave it.
Couple hours later the speed goes back to the initial. Power cycle again and it maxes out again. Call Verizon and Tech support have me reset router (Westell 9100em) and the ONT. All seems good.
Couple hours again back to the same thing.
Call back Verizon the next day and the next tech says that the Westell may not be able to handle the speeds and says I should speak to customer service about getting an Actiontec Router instead.
They transfer me and customer service refuse to send it only if I pay money for it. The only way for me to get another model is for me to have a tech come out and swap it out. I am currently on hold trying to get that scheduled....
I just wish Verizon would own up to the issue.

If It's Been Less Than 60 Days Since The Port Out Happened,
You Should Be Able To Port That Number Back In.
However You Would Need The Wireless Account Information Of The Account Where The Number Is Currently Active.
Such As The Acct #, Last 4 Of Social, Passcode, Etc.
It Might Even Be Possible To Reinstate The Next Agreement.
You Can Call Customer Service And Request To Talk To The Winback Team.

Terrible Customer Service / Inventory Issues

I visited the Mentor, Ohio store this evening and am completely dissassified with the level of customer service provided by the sales staff and the store manager. I arrived at the store at 8:30 PM looking to purchase a Nest Protect smoke detector - $99.00 item. I asked several folks where they are located and they pointed me to different locations. I found the aisle where the Nest devices are but was unable to locate the item I was looking for. One of the sales associates looked in the system and said it shows 0, but maybe they are somewhere else. (If it says 0 how would they be somewhere else??) I showed him their online page via my phone that says pickup is available TODAY at their location. He said it must be wrong and again, maybe there is one somewhere else in the store. Huh? So - I went to customer service and found someone that was apparently a supervisor. I explained my interaction with the sales assosciate and explained what I was looking for. He did say sometimes the online page isn't in sync or inventory counts are off - BUT - they just did inventory on Sunday so they should be close. He found the item I was looking for in the system and it shows they do have 4 (the other guy said 0). He said he'd go track one down and he'd be right back. 10 minutes or so later the same clueless sales associate comes over and says his manager said he looked everywhere and can't find them. Then he says maybe I want to look back by the hard drives near computers and a couple other random spots. Ok - you want the CUSTOMER to go look around your store to find your misplaced inventory that was apparently there when you took inventory? I said I'd wait for the manager to return. Another 5 minutes goes by and some other random associate says yeah the manager can't find them. She also explains that they always have inventory issues.
Where was the manager during all of this? Why couldn't HE come explain how he just misplaces inventory?
How about offering to take my name and call if someone finds it?
How about offering me something for standing around there for a half hour why they look around the store? Oh yeah - I guess I was supposed to be the one looking for it
No appology... no nothing.. Just yep, our inventory sucks. Really?!? Is THAT how you want to do business? Is that C.U.S.T.O.M.E.R Service?
On my way home - I decided I'd call customer service. I said I'd like to make a complaint about one of the stores. They said one moment they'd transfer me. I was transfered and picked up - he goes oh hmm let me see what department that would be. He fumbles around for close to 5 minutes.. keeps saying ok just a second let me see here... then he goes ahh ok I found it and transfers me... I get music for about 10 seconds and....yep... the best thing ever... call drops. How's THAT for customer service?
BestBuy - you seriously need some lessons in how to treat customers. Get it together. I'll be shopping elsewhere in the meantime. What. A. Joke.

Hello EricMCSE76,
Finding a great smoke and carbon monoxide detector is essential to adding safety and comfort to your home. Nest Protect is a wonderful choice! It is disconcerting to hear about your experience at our Mentor, OH store when you attempted to make your purchase.
Via BestBuy.com, I see that both the wired and battery versions we carry both show as available for same day pick up. When checking our inventory systems for the Mentor, OH store, it appears that we should have both available at the store. This is discouraging to find, as it seems both our associates and a manager were unable to locate the products in our store.
While this might not be your typical movie or computer that you would be able to easily locate the area of the store that it should be located in, our associates should be knowledgeable and helpful in locating such an item. I am truly sorry if this was not the experience you had when you visited our store in search of a Nest Protect smoke and carbon monoxide alarm.
I am truly grateful for the time you have taken to share this experience with us on the forum! I hope that this experience hasn’t influenced your future shopping destination. If you should have any questions or need further assistance, please let me know.
Regards,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

BEST BUY ONLINE NEEDS SOME HELP AND CUSTOMER SERVICE NEEDS TO BE HELPFUL

After having just spent an hour trying to order something that the website says was in stock, and then finding it really wasn't available, it became obvious to me that Best Buy online leaves something to be desired. It seems like a classic bait and switch. Get people to the website with a low priced "deal", only to find it isn't available, however a more expensive version is available.
So, I call customer service. I get someone who assures me the order will go through, provide my credit card, redeem my points, and only to find it would not work after all, as it didn't for me. So I ask for a supervisor. And I get someone who says "I don't know" and has no answers except that this is the way it is. To add salt to the wound, he announces that unlocked phones cannot be ordered via telephone. When asked why the rep didn't know that, yes, another "I don't know".
As a Best Buy customer who spends way too much money at Best Buy, I find this entire situation unacceptable. As they say, vote with your feet, I will be exploring other stores to spend my money at. A website that says something is available, and then isn't, simply is bad business. And customer service who can only say "I don't know" isn't really customer service at all.
A "out of the box" idea would be to listen to what I'm saying, and fix it; this isn't the first time this has happened. Simply saying "I don't know" is only irritating customers who are trying to buy things from Best Buy. I am so frustrated with the situation and I assure you I will look elsewhere for future needs/wants.

Hello User269123,
I apologize for the lengthy delay in responding to you. While we try to reply to all customer service issues posted on the forum within 3 to 5 business days, we don’t usually receive requests for assistance through our IdeaX board. In the future, please make sure that you are posting any customer service related issues to the Customer Service boards to ensure a timely response.
Having said that, I pulled up your account via the email address attached to your forum profile to properly document your ideas to make sure we take advantage of the feedback you’ve offered. I was glad to see your concerns reached Dan on our executive support team and that he was able to address your case in a timely manner.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Complaint - Store Customer Service

To whom it may concern (@VZWsupport):
Yesterday I walked to the Verizon Wireless store located at 859 Broadway in New York City. I entered the store at approximately 8:28 PM (the store closes at 9:00 PM). There were maybe six customers there ahead of me; however, the Verizon staff member who greeted me upon entrance immediately informed me that it was too late to get in line for assistance. He told me that "You are too late. We can no longer help you tonight." All I wanted to do was purchase a screen protector! I had no customer service or tech issues. I simply wanted to give money to Verizon in exchange for a small piece of plastic to protect my phone's screen. Confused, I asked if the store was open until 9:00 PM, and the gentleman said yes. Why have store hours if you decide arbitrarily that anyone who enters 30 minutes before closing time will not receive service?! The store might as well state that it closes at 8:30, if that's how it's going to conduct business.
Annoyed that I wasted my time going to the store, I walk to the exit doors and try to leave. There is a problem... the doors are locked! Verizon locks the doors from the inside to prevent people from entering the store (despite it being open for another 30 or so minutes). This is not only annoying, but I'm sure it is against the law as it must, at the very least, violate fire code. It also made me feel uncomfortable knowing that I could not leave the store unless I was let out by an employee.
Here are my questions that I would like addressed:
1) Is it Verizon store policy to stop assisting customers who enter the store before closing time? If so, how much time before closing time must I arrive to ensure that I can purchase a small accessory?
2) Is it Verizon store policy to lock the door while the store is still open, and customers are inside? If so, how long before closing time must I arrive to avoid being locked out or inside the store?
3) Verizon sells plenty of accessories in their stores. Why doesn't Verizon assign one of the probably 7 employees working at any given time to act as a cashier only, for those customers who only need someone to assist in a transaction (no customer service, tech issues, or phone purchase)?
As much as I like Verizon's excellent cell reception and data coverage, I find the in-store (and sometimes the online) experience to be awful, inconsistent, and infuriating. As such, I will be purchasing all new phones and accessories from the Apple store instead, where they seem to know how to treat their customers. I will also begin investigating whether any of Verizon's competitors would like my business, as it seems Verizon is no longer interested.
Sincerely,
A 12-year Verizon customer (who is about to end the relationship).

Verizon Wireless Customer Support,
I would like to make you aware of a second customer service issue resulting from this transaction. Last week, in response to my initial complaint about a Verizon Wireless store closing early and locking the doors with customers inside, I was instructed to purchase the accessories (2 glass screen covers) online, and Verizon would credit my account $20.
As requested, I placed an order that that day, with delivery to my office. On Monday, I get a notification that the package has been delivered, yet, the package never makes it to me. I call the USPS and they give me details on the package, saying it was delivered at 10:38am on Monday, as per Verizon Wireless's instructions, with a waiver of signature.
At this point, I have paid for the items out of pocket (something like $45), and have nothing to show for my order. Only frustration.
I called Verizon Wireless customer support and spoke with Kathleen and her supervisor Marie at 12:27pm today. Both proceeded to say that I could pay again, and they'd send the items again, with no assurance that it gets delivered to me. They tried to absolve Verizon of responsibility by saying that it was the USPS's fault. Yet, the USPS did exactly as instructed to do by Verizon, in that it delivered a package (likely with the Verizon logo on it) to a building, and did not require anyone to sign for it. This was a terrible decision. Because Verizon did not require a signature, I did not receive my package. I blame Verizon for this negligent shipping.
All I would like is to either be refunded for my $45 or so purchase because it never got to me, or have it shipped again, with a signature required, to ensure it actually gets to me.
I have wasted over an hour on the phone with Verizon only to be made to feel like I am somehow to blame for Verizon's poor shipping instructions. Kathleen and Marie were not helpful and offered no sympathy whatsoever to a customer who has done ABSOLUTELY NOTHING WRONG, other than expect Verizon to deliver a product that I paid for.
In the end, I am stuck writing another email to customer support. Money out of pocket, yet no items to show for it. Regarless of who is as fault, Verizon or USPS, I would think that after 12 years and thousands of dollars spent on Verizon Wireless service and products, I could get at least some assistance in this matter.
And Verizon wonders why so many people despite it's customer service...
Please help.
Thanks,
Josh

I am having an issue regarding a placed order via customer service department

I recently relocated to Anchorage Alaska as part of a permanent change of station per the United States Air Force. I was initially located on the East Coast in the lower 48 and at the time of activating my contract I had purchased two separate Iphone 4 devices. I also recently went in to a store in February to purchase a Nexus 7 as well.
Upon arrival in Anchorage I had multiple issues regarding the Iphone 4 devices including being unable to send and receive text messages & imessages, unable to make phone calls, dropped phone calls, unable to utilize GPS, as well as not being able to access general account information and use anything related to web browsing or data usage. It was determined that because the Iphone 4 operates on the 3g network and Verizon does not have a 3g network in Alaska, as a result I was utilizing an extended service network from another carrier. As a result of this I am only able to use my Iphone 4 devices while connected to my wi-fi network while within my home, which is totally unacceptable.
I was not made aware that I would be dealing with this when I moved to Alaska and inquired as the the use of the devices I currently owned prior to purchasing the tablet. I was assured by three separate store employees one of which being a manager that all devices would function at 100% efficiency including the Iphone 4s. In fact I was recently billed 350$ for roaming charges last month, which prompted me to speak with a representative via the online chat regarding the significant increase she said that she was unable to process any sort of credit to the account regardless of what I had been told at a local Verizon store where I purchased the tablet.
As a result of all of these mishaps since arriving here in Alaska I determined I was in need of newer devices that utilize the 4G LTE network currently provided by Verizon in Alaska. I know for a fact that the 4G LTE works great up here because my Nexus 7 tablet runs flawlessly and does not incur roaming charges when utilizing the 4G LTE network.
Yesterday I attempted to contact Verizon through the live chat feature regarding upgrading two of the devices on my account. The live chat representative immediately asked me when my upgrade date was. Upon telling her my upgrade date 9/29/2014 she told me I should contact the customer service department as I might be eligible for an early upgrade. I then proceeded to contact the customer service department using my Iphone 4.
My attempt to speak to anyone in the customer service department resulted in a merry-go-round of being put on hold 6 separate times by two different employees, both of which had me wait for more than an hour while they attempted to speak to a manager to gain approval for an early upgrade. The first rep seemed almost sure she would be able to have my devices upgraded early especially considering the issues I was having regarding service.
The second rep seemed newer and was very dodgy about my questions and was very unwilling to help at first. He even mentioned that I had been a Verizon customer for almost two years, had never missed a single payment and had outstanding account history which should have garnered some sort of importance to the level of my request. But I digress, during this time I was disconnected from the call twice from each separate representative.
Both reps assured me they would call me back, I never did get a call back from either one of those reps and I was becoming very frustrated having waited four hours trying to find some sort of solution to my current predicament.
After waiting an hour for the second representative to call back I grew impatient and contacted the customer service department, was put on hold again, and finally reached a third customer service representative who was able to provide a solution for me.
I explained everything I had been dealing with to Cory ID # V0PAC61, both regarding the phones, the issue of the level of service I was receiving, the dire need for working devices and the multiple times I had been disconnected. I explained to him as a result of these issues I was certainly considering switching to a different provider, a local provider even who could provide me the adequate service that I require for my mobile devices.
I explained to Cory that I had been with Verizon for almost two years, and I had been on a relatives account prior to owning my own Verizon account and had never received this kind of treatment when trying to work towards a simple solution. Cory proceeded to tell me he needed to put me on hold to see if there was anything that could be done regarding the upgrades of the device considering all of the trouble I had been dealing with.
After Cory reconnected with me in the phone call he was able to successfully reach a solution by allowing me to upgrade my devices. We conversed about the options available and I eventually decided to upgrade both Iphone 4 devices to Moto X devices as we determined those would be sufficient for my needs while in Alaska. I also proceeded to add two Otter Box Defender cases to the order so that the devices would have sufficient protection. Cory inquired as to whether or not I would like to purchase insurance for the phones as well and I opted for the $5.00 monthly insurance which including damage and water protection.
Cory explained to me the grand total for the devices which included an activation fee of $35.00 for each device, $49.99 for each Otter Box case, and an additional $50.00 for each device which would be refunded as a rebate upon receipt of the devices and activation, a rebate that I would be required to submit. Cory explained to me that the devices would most likely arrive Tuesday of 6/17 and no later than Wednesday 6/18.
Cory took my shipping information and told me everything was all set and the only thing left to do was to transfer me to the automated service so that I could accept the 2 year agreement for both devices. I thanked him very much, took his name and ID# so that I might leave positive feedback about his exemplary customer service and was then transferred to the automated service.
Once transferred to the automated service I was then prompted to enter both telephone numbers for the devices that would be upgraded, I was then required to accept the new 2 year agreement for both devices and after doing so I was required to end the call. I did so in an orderly fashion and expected a confirmation # to arrive in my email regarding the placed order.
I have never received a confirmation email. I decided to sleep on it and assumed a confirmation email would be sent sometime tomorrow. Nothing has since been received however. I woke up early this morning around 6AM Alaska time to speak to another live chat representative, Bryan, in the billing department who assured me the order was currently processing and verified the order #. I asked him whether or not it was typical for a customer to not receive a confirmation email for an order placed and he said it can sometimes take up to 2-3 business days. He then stated that he had taken note of the issues I was experiencing and told me he would transfer me to the sales department as they would be able to provide more information regarding the shipment of both devices and a confirmation email, as he stated he did not want me to have to wait any longer than necessary to receive said devices.
I was then transferred to Devon in the sales department via the live chat service where I was then required to repeat everything I had said to both Bryan and the other representatives I had spoken too. After a lengthy discussion and repeating everything I have just wrote he told me the order was indeed processing and that he would send a confirmation email in the next 30 minutes.
That was 2 hours ago. It is now 8am Alaska time and I still have not received a confirmation email regarding my order. I was sent an email by Verizon an hour ago stating I had a device to "discover". The email contained no information regarding the shipment of my device, the order confirmation number, or anything regarding my account. The email I received was a typical spam email asking an individual to check out the current available phones and sign up for a new contract.
All I want is a confirmation email to assure that the devices are being sent. I need my phone for work and to communicate with my family in the lower 48. I desperately need to make sure that the device is in fact being sent to the proper address, this is why a confirmation email of the order is so important. I do not care about the shipping speed I just want what I ask to be taken care of for a change. I would hate to sit here unable to determine what the status of my devices are only for the order to be stuck in "processing" limbo and be unable to receive the devices when I was told they would be sent.
I feel I have been given the run around treatment way more than is typically given with any company when an individual is trying to work towards a solution. I have been patient and cordial with everyone I have spoken with, I have not raised my voice or shown stress or anger towards the situation I have only tried my best to work towards a solution with anyone I have spoken too but I am becoming increasingly frustrated with this situation.
Any help regarding this matter would be greatly appreciated. This situation has left a sour taste in my mouth and if the devices were indeed not actually processed in an order, or they were not shipped correctly, or in fact if the order had never existed at all it will only deter me from keeping my Verizon account active and affect my decision to switch to another provider.

Hello APVzW, we absolutely want the best path to resolution. My apologies for multiple attempts of replacing the device. We'd like to verify the order information and see if we can locate the tracking number. Please send a direct message with the order number so we can dive deeper. Here's steps to send a direct message: http://vz.to/1b8XnPy We look forward to hearing from you soon.
WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

Customer service issues

I am having significant issues getting u-verse installed with the rate and equipment promised when I signed up (which have record of via chat). One the day prior to installation I talked to an Esther in Customer Service in San Antonio who confirmed my appointment and guaranteed a 1TB DVR would be delivered with the installer for installation. The installer (Tracy Pickett #TP8522, super polite) came to my house on 6/17 without the 1TB DVR I was promised and the service was provisioned for neighbor’s house. That was going to double the time for installation, plus no 1TB DVR, so I told the installer I would reschedule. That day I talked with a difficult character who told me he was in "Ghalla" (India?) named James who was difficult to understand and extremely rude, but he promised me a 1TB DVR, but could not get the agreed upon month rate correct (again guaranteed in writing via chat). He told me it would be $25 more per month than agreement. He then transferred me to a Kim in Retention in Jackson, MS who got the price right, but included a $49.95 install fee with 1TB DVR. She said I was all ready and good to go, but she was going to talk to her supervisor about getting the installation fee waived and additional credits for my troubles that day and with James who she agreed was very difficult to deal with when she conversed with him. She promised a return phone call from supervisor by end of the day…13 days later, No Call. The following week I called Customer Service again and after going through several people ended up with rep named Princess in Retention in San Antonio. She was not the friendliest character telling me AT&T did not even offer a 1TB DVR and that I would need to check with DirecTV since they are the only provider that offers such equipment. I proceeded to tell her of my original chat, conversations with Esther, Kim and James as well as my installer, Tracy, all telling me a 1TB was available. While talking on phone I googled it and found it was available, but she still continued to deny availability. Finally she contacted technical support and told me it was available, but I would have to talk to the sales department. I told her I was working with her, so she contacted sales which stated I would have to take a regular DVR and then “request” a 1TB DVR after installation. I told her that was not going to happen since it was promised to me up front and what’s to say I was going to get it once service was ongoing and I was locked in. She stated she would have her supervisor, Roland, call me within one hour...still No Call. Essentially I want to switch to your product from a competitor, but your employees are making it extremely difficult. I treat each one of them with the utmost respect, but obviously it’s not reciprocal. This is my last effort to get service, if this doesn’t work out I am going to just cancel and stay with my current provider. Please help!

That the exact problem w/chat, everything gets jumbled up. ATT does have a 1TB DVR, but only for Gigapower users, no one else.
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(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

Disappointment with Apple customer service's response to my iMac G5 issues

The following is a copy of the letter that I will be sending to Apple in regards to my recent dealings with customer service. What do you guys think I should do?
To whom it may concern:
Let me begin by saying that I have been a loyal and avid fan of the Mac since 1999. I have converted several of my PC friends to the Mac, and I would consider myself to be the quintessential Mac "geek" (posters, T-shirts, you name it). I have owned a Macintosh LC 575, Power Macintosh G3 (Blue & White) and Power Mac G4 Cube, in addition to my current machine, an iMac G5. However, my recent experiences with Apple customer support have left me thinking that maybe the Mac way is not the smooth, customer-first experience that I thought it was.
As I mentioned, I currently am using an iMac G5 (rev. A, 20" 1.8 GHz). Unfortunately, the iMac was a victim of the well-documented power supply issue (http://www.apple.com/support/imac/re...ensionprogram/) several months back. The power supply would heat up to such high temperatures that it eventually burned out, and I could not power on the machine. I brought it in to my local Apple Store (Oakbrook, IL), whereupon they wrote up a repair order, and I had my Mac back within 4 days, all without paying a penny. "Wow, excellent no-hassle service," I thought, and rightfully so.
Over the last couple of months, my iMac has further developed a couple of smaller, but still annoying and "not-very-Apple-like" issues. First, the fans have developed a consistent, cricket-like squeak - that is, you can hear the fans turning, sort of like an old wheel that needs oil. In my quiet office, it is VERY obvious, and is especially distressing when I'm trying to do audio and MIDI work. The second issue is that the slot-loading Superdrive has gotten to the point where discs that are being ejected often fly out of the slot and do not stop, falling onto the top of my desk, or occasionally clear off the desk onto the floor.
A few days ago, I decided that I had had enough with both issues, and decided to initiate a chat with a support agent on Apple's iMac support web page. After explaining the issues to the agent, I was transferred to a "specialist," to whom I then had to re-explain the issues. Further irritating me was the fact that they provided me no solution other than to visit my local Apple Store, and they would further diagnose the system.
So tonight I headed over to the Apple Store Oakbrook with the iMac in tow (mind you, not the lightest thing to be carrying around, and a pain to have to disconnect peripherals etc.). I had made an appointment prior to showing up...in fact, Apple's new Concierge system seemed very elegant and user-friendly, and I was able to make a 7:20pm appointment at around 2:30pm. I made it to the Apple Store at about 6:50pm, and saw my name listed on the Genius Bar screens as being 2nd in line. There was a man with a 15" PowerBook that was being helped by the Genius behind the bar, so I sat and waited patiently. About 40 minutes into my wait, a woman with an iPod mini walked up to the bar, seemingly waiting for assistance. Within two minutes, another Apple employee approached her, briefly looked at me and asked if I was waiting for help. When I said I needed assistance with my iMac, he told me that I would have to wait for the next Genius, turned to the woman with the iPod mini and proceeded to diagnose her problem.
Further irritated, I waited another 10 minutes or so, at which point the same employee turned his attention to me. I explained the fan and Superdrive issues to him, and he took the iMac to the back room for another employee to take a look at it. About 10 minutes later, he came back out with the iMac and said something to me that just floored me. He told me that his colleague that looked at it could not find anything inherently wrong with the fans, and that "since it's not a Pro desktop, there are bound to be squeaks in the fan system" (almost verbatim what he said). He said that they cleaned the fans, and tightened the eject mechanism in the Superdrive, and that if I continue to have issues with it to bring it back in and they will further diagnose it.
The message I have taken from this experience is two-fold. First, Apple has officially gone from being a computer company to a consumer electronics company. The fact that I literally was skipped over after waiting 40 minutes and pushed aside for an iPod user who had waited TWO minutes and was not in the Genius Bar queue shows that Apple's priorities have shifted. Secondly, Apple does not truly back the quality and craftsmanship on which they pride themselves. Just because I do not own a "Pro desktop," that should not mean that a squeaky fan system is an acceptable situation. I bought an $1,800 computer that was advertised as "whisper-quiet" and I should not have to pay $3,000+ just to be reassured that I will be taken care of. I expect excuses and glancing over of issues by companies like Dell that make cheap bare-bones systems. I do not expect that from Apple - if Apple is going to hold themselves to a higher standard, they should back up that talk with true customer-first service.
So I am now sitting in front of my rickety-sounding iMac, wondering what my next step should be. I appreciate you taking the time to read this, and I would further appreciate a follow-up and resolution to this situation.
Thoughts?

Send it. I feel for you, but the most sympathy you'll get is from fellow users on this board. These forums were one of the best ideas by Apple. Whoever thought it up is probably getting 1% of iPod sales as commission. Besides users helping users so Apple doesn't have to handle nearly as much tech support directly, this board is also a place for people to vent so Apple doesn't have to address your concerns. I'm not saying these boards are a bad thing ... they are very helpful, but you have better odds at winning the lottery grand prize than you do to get a reply back from Apple from a letter like this.

Warranty replacement shipping issues (Poor Customer Service)

This entire customer service experience has been a complete nightmare. From mystery hardware problems to a Warranty replacement gone wrong, I'm 100% dissatisfied with HP right now.
This all started when my office printer (LaserJet Pro 200 Color MFP M27) started showing an error code. it's been so long ago now, I don't even remember what it WAS, but my entire company of IT professionals couldn't get it to work. We contacted HP through chat to get a warranty replacement, as we were still covered. I can understand that they need to ask some questions to rule out certain issues and maybe avoid an unessecary replacement, but we were on this support chat for OVER AN HOUR, being asked "have you tried plugging it back in? Have you tried removing all the ink cartridges?..."
But the fun didn't stop here, no. We finally got to set up a warranty exchange, and I checked my chat log... I gave the correct adress. I got the tracking number and monitored the shipment. It came in to the UPS facility on a friday, was marked as "incorrect address" and sat, waiting for someone from HP to respond and/ or reach out to us to correct it. Nobody did, (I never got any emails or calls either), and as of Monday, the printer was HEADED BACK TO HP.
I'm going on 2 weeks now without a printer and I can't get in contact with anybody from HP because my warranty on the current printer sitting, useless, in my office has been "canceled" as soon as they shipped the replacement. I can't get in a support chat because my warranty is no longer in effect and I don't have the S/N of the new printer to get in either. I can't email anyone directly. I tried to dispute the warranty, explained my situation in the notice, and got an email that said "Sorry, you have reached the warranty department. Contact the correct department", and a link to right back where I started. I'm being pushed around in circles and I am not amused.
Now what are my options? Pay $30+ for a phone call? I need this printer, and I'm not paying a single cent for HP's mistakes.
My suggestion? Get your act together. This is entire fiasco is pathetic.

AZRiddle, I hope you're feeling better since being released from the hospital. Even as a big company, we understand that some life changes are unavoidable. I'm sorry to hear that your issue is has still not been addressed after several phone calls to our Customer Service Department. On behalf of our leadership team, I' eager to assist you and address all of your concerns. Please send a private message to me, Lasina_VZW with your account mobile number and I will personally call you. I'm standing by for you.
Lasina_VZW
Please follow us on twitter @VZWSupport

Horrible Issues With Customer Service

I have never in my life received such horrible customer service from a company. I swear that in order to rectify the screw-ups of my order for my move, I had to call the customer service line NO LESS than 10 separate times, if not more, with a total of at least 9 hours on the phone (more likely 12), quite a bit of it on hold, and most often not during peak hours.
I had originally wanted my residential triple play service transferred, but was told I could only cancel instead of transfer. After I was on the phone for an hour discussing the options, I was told that my bill would be $10 less per month than I currently have ($140 instead of $150). I agreed to it, and was sent a receipt stating that I would be paying $175 a month, which was not what I was told, so I had to call in again, speak to another rep for an hour again, so I could get the same rate as I previously had.
Later, I wasn't told that I had to turn all my old equipment in; I thought I would just take it with me. I received an automated email stating I would have to return all equipment otherwise I would be charged for holding onto it. In order to clarify the situation, I had to call in again, and was on hold for ANOTHER hour, and was told nope, had to turn it in, unless I wanted another needlessly complicated situation by the rep. And I was told I HAD to ship it in. I later figured out on my own that I could go to a location to turn in the equipment.
I had originally wanted the service turned on the weekend of June 7, but was told they could not do weekends, so I scheduled for the 9th. I called back later, still over 2 weeks out, changing it to the 6th, but was informed that the original rep had lied to me and said I could do it on the weekend. So I scheduled that. I got a call back later from another rep saying that it could NOT be done on the weekend, so I changed it again to the 6th this time. Again, all these calls were at least a half hour to an hour each.
I found out later that the last customer service rep I spoke with didn't annotate that even though I was cancelling the TRIPLE PLAY package, that the phone was to be cancelled at the same time as the internet and tv. So, one day before I move and the my service is shut down, do I get a call from customer service saying that Whoops! Even though the installation was Friday, and it was currently Thursday evening (the 5th of June), because they had in their notes that the phone cancellation was on Saturday (Again, not what was confirmed with the last rep - they were all to be cancelled together), that they hadn't sent out the package with the required equipment. I was justifiably furious. I asked them to overnight ship it, and they stated they would. That did not happen.
I came home from work on Friday evening at 7pm, and did not see the shipment. I checked the tracking link, and it said it wasn't even shipped. I had to call in yet again to ask the status, only to find *whoops* It hadn't shipped. Thankfully, this was the first rep who actually followed through on what they said to me, and felt terrible about my situation (as I had, at the time, been on the phone for a combined minimum of 6 hours) and he gave me $20 off each month for a year. I felt much better that I was actually taken seriously and that perhaps the issues might be over as soon as I got the equipment.
I finally did get it Monday afternoon and was able to set it up by Wednesday due to some issues with power at the house. After that, I kept having DVR box problems, and was again on the phone for another two hours in 2 days (at midnight, no less!) and it turns out, I had to bring in the DVR to trade it in, because I sure as heckfire was not going to wait another 3 days minimum to get a new one shipped out to me. Once it was replaced, everything seemed fine.
Now, I'm having troubles paying my bill online. Yesterday I spent my entire lunch hour on the phone with a representative who didn't understand my request, and so we went in circles, where he treated me like I was a **bleep**, as if I didn't know how to log in to the site. I just want to pay my bill online, but my username is still linked to my old account and hasn't been transferred to my new account. I prefer paying my bills online, and I am unable to do so, because of the inability of customer service to transfer my old account online to my current one. The representative basically said he'd talk to the web team, but reading between the lines he gave me no guarantee that this would get transferred over. I have never in my life had such a difficult time with a service. I do realize that I have had some compensation for the time that I have had to take out of my life trying to get all of these issues fixed, but, in the end, this much effort on my part for this transition is completely unacceptable.

This has not occurred. I was sent an email this morning stating that my account was fixed, and for my inconvenience I got a free On Demand movie (which I don't care about). I want to pay my bill online, but it's still set up with the old account. If this does not get remedied by today, I will be bringing the entire situation up to the regional president. This is completely unacceptable.

Customer Service Issue Tyler Tx Best Buy

I recently had the worst experience at the Tyler TX Best Buy. I sent an email via the website to the store manager.
Below is what I sent.
"I have been a loyal patron of the Tyler Best Buy ever since it opened and never have I been treated so poorly. I believe this needs to be brought your attention.
Three or four days ago I came into your store and picked up a Nintendo Captain Falcon Amiibo figure. Upon check out I was told the item was put on the shelf by mistake and they WOULD NOT (was it necessary for the rude sales guy to emphasize "would not") sell it to me until it's release on 12/30/14. I asked him if there was anything that could be done, because it's not my fault your employees put it plainly on a peg for all the world to see. I was told there was absolutely nothing that could be done. The only option presented to me was to return today, on 12/30/14, and purchase the item then. I frustratingly agreed and went home and told my kid he would have to wait until the 30th. I have heard nothing but Captain Falcon from him since then.
So I made sure I was the first person in the store today. I walked to the Amiibo section and, SURPRISE, there was no new products. I told the associate what I've written so far and he asked another guy who said to check the store room. I very patiently waited for him to return only to be told he could only find one of a different character. I explained again to him the situation and there was no way captain falcon had already sold out. I mean, I would assume the same practices are standard to each customer in the same situation, right? He asked me to wait a minute and I was soon met by a gentlemen in a black Best Buy shirt. (Great - they only send in the black shirts when some thing is wrong)
He asked if I was the gentleman looking for the Amiibos and I nodded. He told me the character was spoken for already. I asked how that was possible and once again reiterated my story to him. I was met with a blank stare and a "yea." He told me, more than likely because he wasn't "too sure," that the item must have been placed back on the shelf and when somebody raised a big enough stink about it the manager let them put their name on it so they could return on the release date. Really? Street dated items are continually being put on the shelf? Needless to say I was floored. When I asked why these exceptions were made for others and not myself he told he didn't know. I said thank you and turned and marched out the store.
Never have I been so disappointed and angry at the same time about customer service. When I asked if it was a possibility I was vehemently told no, yet other customers who complained got an edge up on a street dated item. I was going to elevate this situation to the district manager, but I will let you take care of that. I am extremely irate about this. Not to mention I had the explain the situation to the kid. I promise you I will NOT be returning to your store. This whole experience has left me with the most terrible impression of your customer service.
I sincerely hope you take this opportunity to educate your subordinates on consistent customer service practices. "
As of today I have yet to receive any kind of response. No we are sorry for wasting your time. Not even a simple acknowledgment of the complaint. This is truly infuriating. Will somebody please at least recognize the situation?
Thanks for your help.

Dear Brawdon4,
Before coming to work at the corporate level, I was a member of leadership in our stores for years. The teams I was a part of were always seeking the voice of our customers by utilizing the customer surveys listed on the bottom of our receipts and through face to face interactions with patrons shopping in our store. I am sorry if your concerns haven’t been treated with the same haste or care up until this point.
Items that have a hard street date are not able to be sold before that date. This can permanently damage or sever our relationship with the respective vendor. Stores are typically very careful of ensuring these products aren’t prematurely merchandised on the sales floor. This would explain why the associate was unable to make an exception on your behalf. However, stores are also instructed to not make unpaid holds for products as they usually create issues somewhere down the line. Much like it did during your return visit upon the products release date.
While we are all human and accidents can happen, your frustration is completely warranted as this situation could have been avoided entirely. I have personally shared your feedback with the general manager of the Tyler, TX (store 246) location to be addressed with his leadership team for coaching and training. Please let me know if you have any other questions or concerns.
Warmest regards,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Customer Service Issue

I just finished speaking with your customer service department and have found myself MORE frustrated then when I called. I have been a LONG standing Verizon customer (longer then the 2003 that I was told) and have always spoken quite highly about your services until now.
Approximately three months ago we called to upgrade our home internet service and that started the frustration with your teams. We were told that the service would be an additional $10 per month and we would see that charge after six months. The first month the bill was wrong. We called and in theory it was straightened out. We had to call the following month and again were told it was straightened out. Month three I notice that my bill is astronomical and I call. Yup straw that broke the camels back. I call in and explain my frustrations with the first issues and now this HUGE overage in my cell phone bill. I explain that when I took the phones I was told ANY Verizon phone was free; I was IMMEDIATELY corrected that Verizon land lines were never the case. Well Verizon that has been your policy however a customers knowledge is usually what the person they signed up with has led them to believe. If you review the bills you will see that the usage has gone up considerably. So clearly this was only brought to my attention today since I was under the impression that the increase in my bills was due to the computer line. Absolutely, my bad for not thoroughly reading the statements and it is my responsibility to review my statements. Since the bills rarely fluctuate I am among the legions that don't review it.
This morning I went on line when I noticed that I received my bill and gasped. How could my bill be so much? It became clear to me when I reviewed it what the problem was. I asked myself why didn't I receive a call from the company that I have bragged about for their outstanding service to say we noticed your habits have changed and we wanted to review your account with you? Most companies do this....I work for a bank and we call our customers on a daily basis to touch base with those that have been flagged as changes in their normal habits.......wouldn't my cell phone company do this?
So the first person that I spoke to kept quoting policy when I explained what I was looking for; I told her I was a long standing Verizon customer. I was frustrated with the bill I just opened since I was under the impression from when I took the phones that Verizon to Verizon (including land lines) were part of the package and I thought my bill was ridiculous and I was looking to change plans and see if there was anything Verizon could do to help me. While I am sure that the representative was not aware of how she was addressing me I felt as though I was an uneducated individual; policy, policy, policy. I completely understand that every company has policies and procedures, I am completely aware that I have a responsibility to review my bill on a monthly basis but she truly inflamed me. Does not the $325 dollars a month that I pay for land line, computer service and cell phones mean anything to Verizon? Nope.
I asked to speak with a supervisor since I did not want to take my frustrations out on this service representative and I explained this to her. I told her that while I was positive that she didn't realize it she made me feel as though I was being spoke down to and I didn't appreciate it. Since I work in a highly regulated industry also (banking) I understand that ALL companies have policies but the truth in the matter was that no one cares to hear that word or not feel as though they've been heard. I asked to speak with a supervisor.
Audra was the supervisor that came on the line. I explained to her my frustrations, said I was looking to see what could be done for again here was the litany of my frustrations. I was told that the POLICY was she could give me $90 towards this overage but Verizon never allowed land lines to be included in their service. Again I know that now and probably should have known it then and moving forward I'll be sure to ask so many questions that I have the person selling me the service wondering if the sale is really worth it. I voiced my annoyance (I am annoyed) about policy and the $90; it's truly not the $90 it's how the word policy keeps creeping into the conversation. It's as though that word can be used as a "shield" to stop a customer's annoyance; it doesn't. I then asked for the termination without penalty; well if I'm terminating then as a matter of policy she would not give me the $90 credit. Do you see where this is getting worse?
I then ask for the address to write a formal complaint to and the phone number; as a matter of policy you don't give it out? Seriously, okay. I then inform Audra that I will be contacting the FCC to file this complaint also; looking back customer service or the poor service truly isn't in their realm but not giving an address to your own company? It's a matter of your policy?
I move along to the upgrade in my service and taking the $90 credit since I have two early termination fees; I'm all set. I do need to go on line and register the 10 phone numbers that I want for friends and family. I find this strange; you know which numbers I call most frequently; suggestion - with all of the technology that's out there I would think you could do an analysis and send an email to the users about this and ask if this works for them. Simple customer service.
I say that given the size of the bill I would like to make arrangements to pay this over two months; I'm told I'll have to call that number. Really she couldn't transfer me?
So Verizon, we all know that a dissatisfied customer tells 10 people before there was internet and social networking sites. I'd love a phone call to discuss this message so please feel free to contact me.
Sincerely,
Unhappy customer

I am totally guessing that you were calling a VZ landline thinking it was ok to call and not be billed. The literature is very clear it is Mobile 2 mobile or Verizon wireless customers to Verizon wireless customers that you can call without using minutes.
As for Friends and Family. Be happy they are letting you have numbers to call for free. There is no need for them to give you the information. Lets say you have a family plan and they choose all your teenage kids friends and not anyone you want.

Currently Deployed - Customer Service/Deferment Issues

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