Customer service thinks they are so smart. Ended up upsetting a loyal long term customer
I have been traveling to Asia often or the last 6 years. I have been happy with Verizon's unlimited data plan for Asia. The requirement is for you to call in before you leave for your trip and they switch your plan to an Asian flat rate plan and you have to call them when you return to switch back to a local plan.
When I left for Asia in December, I switched my plan to an Asian flat rate data plan. Since I will be leaving for Asia again on the end of February, I never called to switch back to my local plan when I returned to the States on January 19.
Because I have been trying to convince my sister who will traveling to Asia quite a bit too who was meeting me there in March to switch to Verizon, I called sometime in January to see how much the plan is now. They then informed me that they don't have the plan available anymore to new subscribers. I then asked how it would cost now, they informed me that it would cost $20 per GB or something. I was actually relieved that I'm still on the plan and did not cancel my plan.
When I got back on April 2, I realized my bill was over $800. For some reason, It took me more than 2 weeks to get over my jet log. I have been so out of it so I asked my partner to check on it. It took them a while to get back to him and the final answer was:
Because I called in to inquire about the new rate, even though I did not switch my plan, they decided to start charging me the new rate. As we all know, when calling in to Verizon Wireless, we have to put our phone number and password before we could speak to someone to inquire about anything for anybody.
Should I just shut up and pay the $800 and leave Verizon Wireless after almost 12 years with them since we lived in California?
Can you guys recommend someone we could speak to?
First thing I would do is log into your online account and look at each bill since January to see when the change was made. Did it happen the day you called about the plan??? I am betting that is when it occurred.
If you never changed your plan back, then yes I would attempt to get it cleared up. But it will be difficult.
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Hi SwarovskiUK,
I'm sorry to hear that you've been having trouble contacting Customer Care. Live Chat is certainly available--are you not seeing the chat option on the Contact Customer Care page? Or are just not able to get through?
In any case, I should be able to help you myself. What can I do for you?
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Lost A Loyal Long-Term Customer
Been a verizon wireless customer for more than ten years. suddenly, VW chooses to disregard the terms of their own contract long before the contract renewal date. customer service is completely useless. you just lost a loyal customer, Verizon Clueless.
An employer discount IS NOT connected to your 2 yr contract.
First of all, the discount CAN change and/or disappear if your employer alters their agreement with Verizon.
Second of all, questioning an employer discount does NOT remove the discount from your account. All you have to do is to confirm with the proper documentation that you still work for that employer. With the state of the economy and the transient characteristic of today's workforce, it is not unreasonable to ask for verification of continued employment with an employer through which you receive a discount.
From an article in Forbes,
Ninety-one percent of Millennials (born between 1977-1997) expect to stay in a job for less than three years, according to the Future Workplace “Multiple Generations @ Work” survey of 1,189 employees and 150 managers. That means they would have 15 – 20 jobs over the course of their working lives!
I can't imagine why Verizon would think there is a need to audit the employment status of people receiving discounts thru their employer.
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Verizon losing a long-term customer over upgrade
Hi -
I'm not sure posting in this forum gets to anyone at Verizon but I don't know where else to turn. I am not eligible to upgrade my phone but have been having a lot of problems with it in the last couple months. I called today to find out what my options are. I asked if an exception could be made for an early upgrade and was told no. I asked if it's possible to add a new line for a small additional monthly fee and was told it would cost me an extra $60 a month - clearly not worth it. It will cost me less to cancel my plan with Verizon and start a new plan with AT&T than to upgrade my phone at the full price.
I have been a Verizon Wireless customer for over 13 years. I pay my bill in full every month for this time. In this time, I've spent nearly $15,000 with Verizon (tough to see that number all at once). When I asked the representative I spoke to and the supervisor I spoke to if it's Verizon's policy that they would rather lose a long term customer of this value than to allow me to upgrade my phone early for the difference of a few hundred dollars, they had no answer other than this is Verizon's policy and they can't do anything about it, the end.
I will be contacting AT&T Wireless this weekend to find out about porting my number and canceling my plan with Verizon. I'm sorry to go because I've generally been happy with my service until now. I can't even find an email or a way to express my dissatisfaction other than coming to this forum.
Thanks for letting me express my frustrations here.I agree with you too. I've been with Verizon for over 20 years, and shudder to think how much I've poured into that company. But Elector is correct, as individuals, Verizon will not miss our contribution to their bottom line. Based on reviews on their website, I was led to believe that a Windows 8 phone was the way of the future. But as it turns out, it's a *** when it comes to functionality and app availability. I lost many apps I had on my Droid that I used often, and there's no indication that those apps will be available on Win8 phones in the near future, if at all. But to switch to a Droid phone now would cost me nearly $1000 in phone cost and fees for early plan changes, if I stay with Verizon. I will seriously consider my allegiance to Verizon when my contract expires in about 1.5 years. Until then I expect to be totally dissatisfied for the duration. Come on Verizon, show show compassion for your dedicated customers!!!!!!!
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator -
Verizon ETF Ridiculous for Long Term Customer
Just got back from the Verizon store, and this just doesn't make any business sense to me:
* We have 4 phones under a family plan and pay about $270/month.
* 3 phones have been out of contract and eligible for upgrade for many months.
* 1 phone is not out of contract until March.
* We have been Verizon customers for many years (easily 10+ years).
* We have never paid late, and we have always been "perfect customers".
So, we went tonight to get 4 new phones for Christmas (iPhone 6s), all under a new Edge 10GB shared family plan for about the same price all-in as we currently pay.
The problem? Verizon said that they would charge a $130 Early Termination Fee for the one phone that is still under contract. Seriously?
What sense does that make? Sprint will pay us $350 per phone to switch, even for the phones that aren't under a Verizon contract. AT&T will give us $150 bill credit per line to port each number, and T-Mobile will pay all ETFs and lower our monthly cost significantly.
** To add insult to injury, Verizon itself is willing to give NEW CUSTOMERS $150 per phone to switch, but they want to CHARGE A LONG TERM CUSTOMER $130 FOR STAYING?? Keep in mind, Verizon has no idea if those new customers are going to be good long-term customers or not.
It just doesn't make any sense. I guess it pays to just keep switching. That's the game that they've all created, and it stinks.
I know it's only $130, but it's the principle that a company would treat "prospects" better than its existing customers.Loquat - That's not a good analogy. Let me help you with your bank analogy:
* You pay your mortgage payment on time faithfully for 24.5 years, and you want to REFINANCE your mortgage with your existing bank; however, your existing bank wants to charge you closing costs on your new loan AND a termination fee for the old loan.
* HOWEVER, to solicit new business, your bank is telling other customers that they will pay the termination fees on their old mortgages if they do their refinance with the bank. So why would the bank pay to get someone else's customer but not pay the same (OR EVEN MUCH LESS) to retain the customer that they already have?
* By the way, thanks for the banking analogy. As a 20+ year banker, I can tell you that a bank would never treat new, unproven customers better than their existing, long-time customers.
Thanks all for the lively debate, but nobody has been able to tell me how Verizon is better off by taking $130 now and letting $7,000 go to someone else. That would be the equivalent of a 1.8% discount to make an existing customer feel like Verizon values their business. But they would gladly give $600 ($150 per phone) to a new customer for bringing them the same business.
Loquat - by the way, that is not a "Special Privilege"! That is the same privilege that they are offering to others that are not current customers!! How is that "special privilege"? And yes, it does sound fair.
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