Do I End a 15 year relationship with Vzw or file a claim in a courtroom?

Question

  A person has to ask themself, how long must this go on
before drastic action is taken? Do I end a 15 year business relationship to
which I have been completely loyal? Do I file a claim in a court room? Is there
anything further I can do or anyone else I can talk to in order to avoid a
nasty end to what has been a reasonably pleasant experience up until 2012?
The troubles began around January 2012, at which time the
first “smartphone” was added to my account. The device which cost me $250 was
not working properly. After a brief conversation with customer service a “like-new
replacement device” was sent to my door. The defective device was sent back and
verified by the warehouse via text to my new phone. At this time all other
phones on my account were upgraded to smart devices. Within a month or so
problems began again. The device on one of my lines began to malfunction. As
usual my local store took care of it and had a replacement sent. Upon receipt
the replacement device would not turn on.  Another replacement device was sent. This
device froze and would not make calls. New device sent. The manager in my local
store vowed that if this device didn’t work she would order a different device
the next time. Sure enough this device came and same problem as the last. The
phone would not place a call. The store manager had a Moto Razr sent as a
replacement. Unbelievably this device showed up and upon activation had no
sound of any kind. I immediately called customer service who sent overnight a
replacement for the Razr. When this device came finally a phone that worked!!
Meanwhile my customers began to inform me that they could
not hear me during our conversations. So as usual my store replaced my device.
When it arrived at my house I opened the package and the device inside was
physically broken. The plastic surrounding the front glass was in multiple
pieces. I called customer service. They apologized for my trouble and sent a
replacement. This device worked fine and is the device I currently use.
Ok all devices basically work now, all defective devices
returned! Throughout the duration of the device debauchery I was paying full
price for my services including extra data fees even though there was never a
time that I had 5 operational devices. However I was so happy to have phones
that worked that I let it be.
A month goes by and a full price device charge appears on my
bill. I go into the store and the call the warehouse and verify it to be a
mistake as the device was returned. The charge was removed. The next bill comes
out showing another device charge for non-returned device. Again I go into the
store and it’s verified and charge removed. To my astonishment another bill
comes out and again a device charge now for the Razr on my line. In the store
it is verified as returned and I am told the charge would be removed. Over the
next two months no more charges appear on a bill. At this time one of the
parties on my account went into the store and asked what the balance was and
over 30 days or so paid the balance in increments. After review of the payments
and balances I realized that the last device charge was never removed and the
party on my account paid $700 for the phone which had been returned months
before. My august bill arrives the same day that I discover what has happened.
On it is a charge for the Razr on my other line!!! I go into the store absolutely
dumbfounded and exhausted. They tell me that they will need the tracking
numbers. I went home to get them and from home called customer service (Oct.
1). After a two hour investigation the problem was discovered and the
representative assisting me file a request for the charge to be removed along
with an explanation, as well as a request for refund of the payment made for
the other returned Razr.
Three weeks go by and I hear nothing. On the morning of Oct
22 my phone service is suspended for nonpayment of the device charge in
question. After inquiring I am told that the request made by the representative
has been “kicked out of the system”.  I
then spend an hour in the store with the manager on the phone with customer
service and the warehouse doing the same thing I did three weeks before. Again
the problem is discovered and the request is resubmitted. I am told that it
takes 24-48 hours to process and they were terribly sorry for my trouble and
that they would continue to monitor and make sure it is taken care of and
meanwhile my account will be frozen until the matter is resolved.
Oct 24 I receive a call from financial services stating that
if my balance is not paid in full I will be disconnected. I hang up and call
the manager in the store that had been dealing with my case. She informs me
that this is simply automated and not to be concerned. In addition she resubmits
the request.
Oct. 25, the request is again kicked out of system so the
manager resubmits it for the 5th time.
Oct 26th my phones are disconnected causing me to
miss a phone call from my biggest client about the largest job of my company to
date. I look like a fool, and the deal goes to someone else. I wait at the store
until they open. The manager immediately restores my service, apologizes and
again resubmits the request. (6th time). I heard nothing for two
days and on Sunday the manager calls apologetically stating that the department
that deals with these matters is closed over the weekend and she would call as
soon as she heard or looked into it Monday morning.
It is now noon on Tuesday and I have heard nothing. I just
checked my account online and the charges remain. I am writing this letter to
whom it may concern that I am now basically left with no options but to cancel
my service or file a claim in court and as a last ditch effort to reach out to
anyone with the authority to correct the absolutely unbelievable situation I
have been put in. Thank you dearly for your time.

Answer 1

I have a very similar problem and would like to start a class action law suit against Verizon. I believe it's a scam to recover the losses they have incurred do to the poor equipment they are putting out and being returned. I can't believe they are getting away with this. I am trying to get people who are interested in joining me in a class action suit. If you are interested << Personal information removed to comply with Verizon Wireless Terms of Service >>   I am not a lawyer but I'm hoping that I can find a lawyer to take this case. Also if anyone out there can assist me in going through the right chanels I would appreciate the help. I have never filed a class action suit and don't know where to begin. HHSolution. You may be able to help and get helped at the same time if you reply.
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