Customer Service Frustrations

Question

Last year I upgraded to an iPhone. What I didn’t realize is that the deadline for upgrading while retaining unlimited data had been a mere few days ago. I had had the option to upgrade for months, but hadn’t taken advantage of it, because of my busy schedule. Of course had I realized the deadline was so soon, I would have found a time. Once I realized that I had lost my unlimited data, I called to say that I had not been fully aware of the deadline, I had only missed it by a few days, so could they please consider allowing me to maintain my unlimited data, especially since my family had been customers for many years?
It seemed like my request would work, and I assumed that it had. But after a while, when I called in to find out why I hadn’t gotten some sort of confirmation, I was told that my request had been denied within a day or two. I was upset that I hadn’t been notified. The woman I spoke to said she could absolutely put it in again and explain my situation more, and led me to believe there was a good possibility that I would get a positive result this time around. She agreed to call me and let me know the outcome as soon as she could.
Weeks went by. Nothing. I called in again and explained my situation. I spoke to a man and displayed my discontent at not having heard back about my request yet again. He understood where I was coming from and said he would do something about it. He even offered me an account credit for my inconvenience. Then the line was cut (thanks, Verizon) and I had to call customer service again.
Of course the new guy had no record of who I had just been talking to a few minutes ago (really?) or of any part of our conversation. He was not offering a credit, but he did suggest putting in another request. I told him that I had tried that more than once before and I consistently failed to hear back. He said that their customer service reps are not required to call customers back and tell them the outcome of their requests. I asked, “Even when they say they will?” He said, “Yes.” (Interesting policy, allowing your reps to break their word.) He said that he, however, would not break his word, and promised, PROMISED, to call me back and let me know the status of my request as SOON as he received it.
I never got a call back.
By now, months had gone by since my initial claim. I was frustrated. I called again. Explained again. Went through the whole process. Guess what happened? Nothing.
I don’t understand why I’ve had to jump through hoops for such a simple request. I think it’s ridiculous that Verizon allows its reps to make empty promises. It’s ridiculous that I can spend 30 minutes waiting on the phone, 20 minutes talking to a rep, and poof, all records of the conversation vanish into thin air. I thought this was a telecommunications company??
As a paying customer that has spent months going back and forth with customer service without an adequate response, I think I deserve the right to talk to someone who can make the calls here. I have repeatedly asked if there is an email I can write to someone to explain my situation since the reps are evidently doing a terrible job of it, and the answer has been no. So I’ve come here to voice my frustrations and disappointment as I stick out the remainder of my contract with Verizon before I look for other providers with more principles.

Answer 1

sahm27:
" Did I have to pay extra because I went over my limit? No. Did it force me to be careful and think twice about how I use my phone so I didn't go over? Yes."  I've been vigilant about my data use since I got the Droid a couple of months ago, and there's nothing inherently wrong in watching your usage.  In fact, it's a good thing to be aware of how much data/bandwidth/resources I am using.
"Yes the change in the data plan structure means that most people aren't paying any more than they were before. But we're basically paying the same price for less service."  Before the tiers and limited data were implemented, Verizon did research.  The vast majority of customers use less than 2GB a month of data, so in theory you are paying the same for "less", in reality you are paying the same for the same amount you would normally use.  For those that typically use more, then yes, there will be a small cost increase ($10 / GB), and those that use much more will pay much more.
"... the amount of things that you can do on your phone is exponentially increasing, so while 2GB might seem like a lot to you right now, that may not be the case in a year's time."  True - I find I am using very little of my 2GB data, so I am more willing to download apps, and experiment with things, since I do have a big buffer of data.  Some of those may become "must have" things for my business (the primary function of my phone) or just because.
If the most major impact it had on you is to make you more aware of your data usage, I don't see that as a bad thing.  And if your "normal" usage is not over 2GB, then in reality, there has been no change  - except that there's a limit there didn't used to be (I don't think the grammar is right on that sentence.... but I'm not going to try and fix it!!).  Is that worth all the back and forth with customer service and "months" of trying to get it back?? I highly doubt it will be added back to your account, especially since it's been over a year since the changeover.