Kudos Verizon Customer Care

I just have to say Kudos to Verizon for the customer service I received today!
I was pleasantly surprised there was no wait time at around 5:30 when I called. I spoke with Dominic, who is one of the best customer service reps I've ever dealt with with any company. He was very thorough with his explanations of the packages and asked me questions that made sense. I didn't feel like he was reading from a script. I felt like he was truly trying to understand what my needs were. In addition, throughout the conversation of choosing which package I should change to, he was patient and had a pleasant tone. At no time did I feel like he was trying to rush me off the phone or like I was putting him out with all of the questions I asked. He spoke to me like a person and acted like he really wanted to help me. Finally, he was very upfront with everything he told me. I never felt like he had a hidden agenda.
I know there are plenty of people that post bad experience when they receive it. Good service needs to be recognized also.
Have a great one!

Let me edit my post and say welcome to the Community. Very nice first post.
He must have been in Texas, I think the best support comes from there. Just joking.
I am really happy you had a nice experience, and it is refreshing for you to share that with us all.
For the most part I have always had a good experience with tech support, but mostly you only here about the bad experiences. Which may happen from time to time with any service.
Kudos to you!
Mark

Similar Messages

Terrible experience with Verizon customer care. Need update on security deposit.

Hi,
I disconnected my FIOS internet service about two months back. When I took the connection last year, I was asked to pay a security deposit of $400 and I paid this. After disconnecting FIOS, I am trying to get the status of the refund of my security deposit.
I have called close to ten times to the customer care and all the times, I have been given either false information or I was told they would call me back and that would not happen.
At this point, I am extremely disappointed and surprised about how an organization like Verizon could be so unprofessional.
I need to know the status of my security deposit. Has anyone else faced this kind of a problem? How was this resolved?
Regards,
Sathish

Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.
Anthony_VZ
**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
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Verizon Customer Care EPIC FAIL!!!! An hour I'll NEVER get back

Got a new phone for my birthday, Optimus 2. automated system would not allow activation unless i buy a $45 a month plan, i want to pay by the minute. Was told about a month ago over the phone by a customer care rep named Megan that we could use the pay by the minute plan. But the phone we bought on the internet was still locked and so we had to send it back. Finally got a phone that is not locked. Now I spend an hour looking for a number that will allow me to talk to a rep and then when I get one he BARELY speaks English. Spanish accent so heavy I had to ask him to repeat himself multiple times during conversation. Don't you think that if you push one to get an English speaker, you should get someone whose FIRST language is English? After already being frustrated? Then I am told a different story and the refuse to activate the phone unless I pay $45 a month. I don't use $45 worth of minutes a YEAR. I need a pay by the minute plan so I guess I'm stuck with a stupid flip phone the rest of my life and Verizon just doesn't want my business. I refused to let my husband switch me to Tracfone and this is the thanks I get. Verizon: YOU STINK. HOW DO YOU STAY IN BUSINESS TREATING YOUR CUSTOMERS THIS WAY!?!?!?!?

The Optimus 2 is a smartphone, and requires a data plan. If you use your phone for only calling, and use minimal minutes, then a pay by the minute plan on a basic phone is all you need,
The Optimus 2 is more than a basic phone, comes with Android operating system and access to apps, and so requires a plan with data, hence the $45 a month charge. And these days, most plans, including the pre-paid with data, allow you unlimited minutes.
If that's all you need, then yes, you are likely to be limited to a basic flip phone. I believe you'll find the same is true with any carrier. If you can find a provider who will give you pay by the minute on a smartphone and NOT charge for a data plan, I would recommend you go with that one.

I hate to say - DISATISFIED WITH with CUSTOMER CARE RESPONSE and VERIZON in all for first time.

I am currently on National 900 plan on Motorola Droid. I switched from AT&T primarily because I love to use data on mobile. Verizon provided me the unlimited plan. I was a very happy customer with Verizon untill now.
Scenario -
Today, I called up Verizon customer care executive to see why bill for the month was not readjusted. Can anyone believe it its staggering $1137.73 [Roaming charges 1019.19].
Since this January, I am visiting to Canada. On first visit in January, I called up customer care to see what options I do have to use my phone in Canada as I use it in US. Verizon had a wonderful plan - just the monthly data plan is escalated appear. 30-40$ extra than the normal appear. 29.99$ plan. I happily added that plan before visiting Canada. While there is Canada, I did get notification couple of time that I am exceeding data limit but again checked with customer care later - they readjusted the bill as that was 'FALSE ALERT' as I was on unlimited data plan while roaming as well in Canada since I paid the additional prorated of (30-40$) for period of my stay there.
This equation worked for first and second visit - Unlimited Data while I used to get FALSE ALERT.
On my third visit , things changed - Verizon stopped providing the unlimited data services. I called up as usual before this visit. Customer care executive said - you are set to go to Canada now. I was not very specifically told on call that the rules have changed now and there is limit to data usage while roaming. During this visit also, I got the alerts - I assumed this was also a FALSE ALERT like prior one.
But this time, it was not FALSE ALERT, now I charged with this fee. I raised my concern and called up customer care appear. 10 day before [today is March 6th], they assured me that it is going to be re-adjusted ONLY for this time. And, they also asked to check account after 48 hours and if not readjusted please call. But, I checked my account today and it was not readjusted. So, I called up customer care executive for half an hour -- not willing to listen to any logic of mine and he said politely 'SIR, WE CANNOT READJUST YOUR BILL' . I am still trying to figure out where is my fault when I was not told DATA PLAN HAS CHANGED FROM THIS VISIT.
I hope senior management will look into this matter and re-adjust current bill. It's due this March 10th. I would appreciate any positive response prior to this so that I can pay the bill and BE A HAPPY VERIZON CUSTOMER.
Sincerely,
Manoj K. [removed personal information]

I called them back yesterday night, not willing to listen my story. Sir we sent you SMS notifications. But these notifications, I also got when I had unlimited plans on first and second visit. Then customer care told SIR you don't need to worry - but this time I should have been very specifically told rules are changed before changing my plans which I wasn't. I was under impression that I am on same unlimited plans.
A job not well done in COMMUNICATING TO CUSTOMERS and using that an opportunity to OVERCHARGE $1100 - INSANE for one month bill. None of my fault. SMS notification is no communication as earlier SMS noitification were false positive and bills were adjusted as I was on unlimited data plan.
Now you change the rules and send SMS Notification; RULE CHANGE, one is not aware of.. ANY NORMAL person will treat SMS notification as FALSE ALERT.. isn't it??

Please do not trust Verizon customer service team based on my experience.

Please do not trust Verizon customer service team based on my experience.
I have a internet service with Verizon and I am paying $79.99 monthly for 15/5 mbps and one day I saw a flyer from Verizon stating that $79.99 you will get triple play with 25/25 mbps speed and with 2 year contact I will receive $400 Visa gift card and I decided to sign up for the triple play with 50/50 for $99 and I called Verizon customer care and I have asked for this offer and she said yes you will be eligible for this offer and I will receive that $400 after 90 days. so I am willing to go for it and I said ok with 2 year contract and then she told me that our conversation will be recorded and she asked me to wait for the recorded conversation and we have completed the contract and I told her that I will pick the equipment form the Verizon office today (12/30/2014) and I went there and i took the TV box and came home and fixed it but it didn’t work and it is throwing the 8312 error message and I called Verizon customer service and one representative told me that I will get charged for $140 if you want technician but I told him that why should I pay because your Verizon service is not working but the guy keep on saying the something and I hangup the phone and I called other day 12/31/2014 and some representative told me that that is our (Verizon) problem and I will send the technician on 01/02/2015 as tomorrow is Jan 1st we may not have anyone and i said that should be fine.
But I have received an email from Verizon on 12/30/2014 stating that my FIOS TV was activated.
I tried the TV service for 3 days and we (my family) have decided that these are not useful channels for us and we have decided that we can disable the TV service and we would like to go back only Internet service (15/5 mbps) and I called the customer service and told the something but She told me that there is no way you can go back to 15/5 mbps as Verizon is no longer offering this service and I don’t have more choice left. I have requested her to cancel FIOS TV service and I told her that I just need only Internet service. She said that should be fine I can cancel the TV service and you will still get charged for Activation fee $59.99 and there is no way I can wave that fee.
I asked her why should I get charged as I am canceling the service with in 4 days ? She said there is no way we can wave that. Then I asked her ok at least you can lower down my internet speed from 50/50 to 25/25 and then she said we can’t do that. Then I requested her supervisor and after 5 mins she get hold of her supervisor and here I asked her what are my best options to lower my bill as Verizon is no longer offering me 15/5 ? She said whatever she offered is the best and at that time I asked her I want to keep the FIOS service but I would like to lower down the speed from 50/50 to 25/25 and I will get that $400 gift card then she told me that there is no way you will get $400 gift card and I am sorry that even if you keep this bundle you should not receive that gift card whoever told you that is not the correct information and again she asked me that did you receive the email stating that you should receive $400 gift card. I said no and told her that I didn’t know about your automated email generation but I have trusted the Verizon customer representative and requested her to pull the recorded conversation but she didn’t agree with it and at the same time she told me that these records may to may not be stored in our records.
I asked one question that I have received the email from Verizon stating that my TV service was started on 12/30/2014 but actually it was started in 01/02/2015 and are going to trust your automated emails ? She had no answer to it and stated that we have finished our conversation and told to customer representative that please go ahead and cancel the TV service for him.
This is very very bad customer support from Verizon.
Please do not trust Verizon customer service team based on my experience.
Funny thing is that they (Verizon customer service representative) are not believing their own team.
Good suggestion : Please request them (Verizon customer service representative ) to send an email with the gift card information and please check your email before you are installing the TV equipment otherwise you will get no response from them.

First thank you so much for your response!
Second, The supervisor is not really care about the customers as I am using Verizon internet connection for the years but she really don't care about it and at the end of our conversation she told to customer rep that please cancel his service and then she hangup the phone. I not even confirmed about the cancellation. For no good reason now I am ending up with paying extra $10 for only my internet service. Now they told me that I need to pay $89.99 monthly + activation fee $59.99 but they offered me high speed which is not required for me at this movement.
Also I went to the Verizon office and I took the box and came home and installed for my self but still they are charging me $59.99 activation fee even though I cancelled my service with in 4 days of time.
Also the supervisor asking me that do you have any email confirmation ? But by the time we receive an email we might have completed telephone conversation with the rep stating that we have agreed all the terms. How could we know that we need to check our email before the activation ? Verizon team didn't spicified to me about it.

Does Verizon REALLY care about customer service?

OK, to be fair, I do realize that I've been attempting to make an order for a high demand product on a day when thousands of others are doing the same thing. But, I guess I expect a company like Verizon, one that boasts how cutting edge their technology and networks are, to be a little more prepared for the influx in website and phone traffic. It took, no less, than 2 hours to complete a pre-order transaction due to technical failures on both the web and phone support. Isn't this what my $30 upgrade fee is supposed to cover? Wasn't I told that the additional money I pay to upgrade is to ensure a "positive customer experience"? Well, my experience was anything but positive today. The website crashed 3 different times. I was disconnected at least three times, and when I received an autocall for a customer service survey, even THAT didn't work! Verizon, do you want to know the answer if my recent experience with customer service solved my problem? I'll tell you, the answer is NO. Do you care? I doubt it.
I'd threaten to leave as a customer, but unfortunately, where I live, Verizon is my ONLY option. I'm in a rural community and there are literally no other providers in my area. So I pay ridiculously high fees, for substandard service. I can only have successful phone conversations from the south end of my home, while standing near a window, completely motionless. If I move, call drops (even with good signal strength).
But I guess I should be grateful for the experience of being a Verizon user, and continue to pay them additional fees for the privilege of being one of their valuable customers.
While I am forced to be a Verizon customer due to my geography, you can bet that when asked by others what my opinion is of the company, I'll encourage everyone to make a different choice if they can.

Thats why I normally do not get involved with writing on message boards, especially corporate boards, too many company employees write comments like that on behalf of their office…and yes, cellular service and home communications services are a little more that a “soda” and yes, I do expect loyalty to be a two way street….end of thread, unsubscribed from this farce….

Verizon Edge with no discount and 4 hours of wasted time with Customer care

So far my experience with Verizon has been far short of superior as it should be for the number 1 carrier in the nation. I tried to open an account using the Edge program and did not qualify. This was on the same day that the down payment for the Edge program became available. I called to determine why I was ineligible and try to find out if there was any way to become eligible and was told no and was told several times to just start a 2 yr agreement. 1 hour wasted when I could have just paid a down payment that day and none of these future problems would have occurred. Fiance opened an account in his name on the Edge program for me. I already had a prepaid account with a telephone number I wished to keep but was told in store that this would not be possible. Account was opened with a new telephone number which I will refer to as telephone number A. I contacted customer care and was informed that it would be possible to keep my telephone number which I will refer to as telephone number B but was unable to do get it done at the time due to not having both of my phones with me. 30 minutes wasted as it should have been done in store the number transfer. Was able to call back later and get my prepaid account with telephone number B added to my new account with my telephone number A. We then proceeded to switch telephone numbers so that I had my original number, telephone number B, and then cancelled the additional line. 1 hr and 30 minutes wasted!!! New single line plans come out and I chat in to change my calling plan to the Single line plan with 1gb of data for $60 and $50 with my Edge discount. Chat representative changed my plan to the More Everything plan with 1gb. This was not at all what I wanted as I'm trying to save money and I was hit with a huge bill. Called in about bill got plan sorted out and am informed I no longer have the Edge discount because I'm using telephone number B. I'm informed the Edge discount was applied to telephone number A and I can not have that discount using telephone number B. This by the way took over 2 hours after I was informed by the customer care agent on the phone alot of inaccurate info. I was informed the 1gb single line plan was a loyalty plan and I was not eligible until my account had been open for 1 year. I was also informed that the Edge discount did not apply to the single line plan. 2 hours wasted After speaking with a supervisor I was still unable to have my Edge discount applied. How can this be Verizon? How can I purchase a phone on the Edge program, be given a discount and then have it removed simply because I wish to use the telephone number I've had for over 10 years? I WAS NEVER ONCE INFORMED I WOULD LOSE MY DISCOUNT!!!! I went from prepaid to the Edge program because I wanted a new phone and 4G and because of the Edge discount making it very close to what I was already paying. I've wasted 4 hours on this when all of this should have been done in the begging. If I had been able to put a down payment down I could have had my number then 90% of these problems I wouldn't be having. You can't tell me there is no way to use my number and not get the Edge discount. VERY UNHAPPY!!!

So ChristinaB_VZW replied to my post. You would think I would get a little further help regarding my issue, correct? WRONG!!! I told her thank you for helping me and she asked me to reply back with my original message copied and pasted which I did on 4/8. I waited until 4/17 and had not heard back so I responded back to her. Still haven't heard anything from her. Do they simply post on these forums so that customers have the appearance of receiving assistance so that in public it looks as though I've been helped when in actuality still nothing has been done. I could understand if I was begging for a new phone or wanted $100's of dollars off my bill for no reason but I'm not. I want the discount that I should be receiving as part of my VERIZON EDGE AGREEMENT. This is the worst experience I've ever had with any kind of services for money. I know one thing for a fact and that's one you are a customer you no longer matter. So thank you ChristinaB_VZW for making Verizon appear to care about customer issues when in actuality they do not. I will be sure to never recommend your services to anyone and to reference this issue and lack of customer support for that reason.

How do you get Verizon to honor something their customer care department told you?????????

Spoke to a very nice woman on 2/11/15 who kindly allowed me to override my update date (which is only 1 month away mind you) in order to get in on the G3 for free deal going on right now and may I point out that SHE RECOMMENDED IT SINCE IT WAS FREE. I told her that I would drive to a store that evening in order to try the phone out to make sure that is what we wanted and she was to call me this morning to set everything up. We had quite a lengthy conversation about the features of that phone compared to the Galaxy S5. Well, this morning my phone decided to block her calls twice for some reason so I called them. I get a different person that NOW tells me "Oh we can't give you that price although we are letting you upgrade now". WHAT????!!!!! I'm furious! I was wanting to get two of these for two of my lines of which I have 4 lines! I pay them $250 per stinking month for their service so they have made a MINT off of me and they cannot give me the phones for their advertised price?????? No way to override the date huh? RIGHT!!! No way to override the price huh??? RIGHT!!!! Well, I work for plenty of lawyers and I don't roll over and die on issues where I am wronged! I will fight this to the end so who in the world do I contact next to get this resolved???? OR lose 4 lines PLUS I will return the tablet I just purchased LAST NIGHT!!! As well as place horrible reviews on every site I can think of. Verizon you were wrong!

Verizon is corrupt in what they tell you and what they honor. Their right hand does not know what their left hand is doing.
I am so angry at them for what they are NOT doing to solve problems we have had with billing since October. I have been putting horrible reviews on every site I can think of as well. This typically is not my approach but I have exhausted every avenue of reason with them up to this point. They are so big they don't care. Only thing though is I live in a small community that does pay attention to things others say and I am telling it like it is. Verizon customer service is a group of dishonest, incompetent people.

I am NOT a Verizon Customer nor is my number a Verizon number. So why am I receiving automated spam for them saying "Verizon we care about you. Thank you. And have a nice day"??? Who do I contact to get them to stop? Most everywhere I've looked required m

I am NOT a Verizon Customer nor is my number a Verizon number. So why am I receiving automated spam for them saying "Verizon we care about you. Thank you. And have a nice day"??? Who do I contact to get them to stop? Most everywhere I've looked required me to be a Verizon Customer in order to contact them....Even calling the number back tells me to enter my number and then tells me I'm not a Verizon Customer. Dial 611. Then hangs up on me...

This is one of the drawbacks with cellular numbers. The device number at one time was used by a Verizon customer. They may have changed it or more than likely ported to the service you are on then either gave it up, or changed it. You as a customer then get it.
The only solution I can recommend is have your service change the number. However depending on who had it previously you may have more texts and spam calls. Or may get lucky and get none.
Good Luck

Does Verizon Wireless care more about sales or customer service?

I have a new BlackBerry Q10 and have been back to the Vestal store twice for questions. Perhaps I'm naïve to believe that they want to help me with a phone that is not "cool" to all the young people on staff. I went in with a simple question and was given the 800 number they call. The young woman who helped me out had too many potential customers to call herself. As a result, I came home and spent 45 minutes on the phone with Verizon Customer Service, Blackberry in India and finally Blackberry in Canada for a very simple fix.
The question was why is my Q10 changing SMS texts to MMS for no reason. The Verizon personnel don't know enough about the phone to help. I don't know why BlackBerry doesn't drop them. Well, actually, I do. It's all about the money.

Thanks for reviewing my post and your comments. Yes, I knew that multiple messages and pictures were sent in MMS mode. What I didn't realize was that the "chat" as it's called, has to be deleted in order to stop sending all messages to one of the recipients in MMS. Other people with the BlackBerry Q10 were also having this problem and had posted on Crackberry. There were no answers at that time. I posted one myself after I found out how to solve the problem. Compounding my problems is that I have Time Warner Roadrunner as my email. Every time I download a new suggested software update, I have to reset my pop server info. So I have Verizon as my provider, Time Warner as my email, and Blackberry to solve all the other problems. When I first got the phone, I called BlackBerry and they refused to talk to me, referring me to my provider (Verizon).
I also believe that a certain amount of "profiling" goes on in the Verizon stores. I'm a gray haired woman and don't fit the look of the young men usually working in the stores or the preferred customers that can talk music downloads and social media apps.

Have been a Verizon customer since I got my first cell phone in my 30's - I am 50 now! A year ago, I stupidly opted to get a new phone on the EDGE program because I was trying my first Samsung device and was not sure I would like it having been an IPhone

have been a Verizon customer since I got my first cell phone in my 30's - I am 50 now! A year ago, I stupidly opted to get a new phone on the EDGE program because I was trying my first Samsung device and was not sure I would like it having been an IPhone user for years.I was right! Or so I thought.... The Note 3 has been horrible. I am on my second phone(replaced it under warranty) and it still freezes, shuts off on its own, and will not come back on for long periods of time. Having had enough, I decided to EDGE Up to another device. On March 16th I tried to edge up my device online but was unable to. I immediately called to figure out what the problem was. Back in October I had a mix up in my billing where I had set up a payment. It was not done properly by customer service and as a result my line was cut off. I called the EXACT day it went off, filed a complaint about the lack of follow through for my arranged payment, and thought I had it straightened out as the payment was made that same day. That incident, although it was a Verizon error, caused my Edge Contract to be "hotlined". I spent an hour on the phone on March 16th clearing the whole mess up. When the conversation ended, the Verizon representative admitted it was a Verizon error, documented everything, and then told me she was filing a release for the hotline hold that would take a couple of days. Her name was Linda and I stupidly trusted what she said.
The days passed as I prepared to have a major foot surgery and to get my classroom straight before I would be out recovering for 3 weeks. All the time, my Samsung continued to glitch out like it has since I got it! While sitting on the couch recovering, I decided to deal with the phone issue again and EDGE UP. I figured 10 days latter, Linda would have taken care of the issue. Unfortunately, I faced the same problem and was told it was not eligible to edge up at this time. BACK on the phone again, 2 supervisors, 3 customer service reps. ( JOE from New York being the rudest customer service rep. I have EVER worked with) and 4 frustrating HOURS latter, Jason, the equally rude supervisor from Rochester, New York, informed me that Linda gave me BAD information, there was NOTHING he could do, and I am NOT eligible until April 14th!!!!! The WORST experience I have EVER had with a company. They were completely inept, rude, and not concerned about my time, my frustration, or the problems I was facing with their product in the LEAST. I have 4 LINES on Verizon that I am going to talk to Sprint about buying out. It was a horrible experience, and I can NOT believe I have no recourse or anyone to talk to....

Edge has very clear restrictions, one being that you must have 6 months of clean payment history which you don't. Either wait until April 14, or good luck at Sprint.
I am unsure how it can be determined the payment mix up was the fault of CS, but regardless, the mix up was done. There can be any number of reasons why a payment could be missed without any fault on your part, however you are still the responsible party for the account and must live with the repercussions.

Verizon Customer Service Lies, does not follow their own contract!

Heres what I've been dealing with. Can anyone out there tell me if Verizon has to go by the same Terms & Conditions set forth for Customers? I think they would have to,right because it has to be a meeting of the minds and if they tell me one thing but they don't have to do the same time. I feel like as judge Judy & Judge Marion ( sorry not sure how to spell here name BUT LOVE LOVE HER SHOW ON PEOPLE's COURT) that for there to be a Contract that it has to be follfollowed the same way for each person in it ,or it would not be a contract because both parties would have to get something out of it and ALSO FOLLOW THAT SAME RULES SET FORTH IN THE CONTRACT.
Sometimes it's not always about the price. To a large number of U.S. It's about the Quality of the derive not so much about the little difference in a monthly plan, even tho to me I want both. But at Verizon I get great cell service, BUT THE ABSOLUTE WORST CUSTOMER CARE ON THE PLANT. and I just don't mean CS REPS having a bad day because we all get them . What I'm talking about how almost everyone of them lie in some way or another. And finaily after about the ten time of them lying to you about sometime ( like only being abole to a NCR ONE CELL PHONE WHEN YOUR IS BROKEN AND ONLY WANTED A NEW ONE OF WHAT YOU HAVE "NOT '5 New Certified Refurbished Ones "that are all broken just like the first one. )I finally called Samsung about this because every service rep was telling me the same thing. I would tell them that the contract states' NEW ONE, NCRO, or ONE COMPARABLE TO THE ONE I HAVE' Samsung rep told me that Verizon was out right Lieing to me because they only sell the phones in Bulk to the Cell Phone Providers, after that it's WHAT VERIZON WANTS TO DO AND OF COURSE THEY WANT TO MAKE YOU SPENT MORE MONEY NOW AND IN THE LONG RUN. YOU SEE ALL I WANTED WAS THE ONE I HAD BUT A NEW ONE NOT ANOTHER 6 REFURBISHED one. But nope Verizon would not do that so I could keep the broken one or I would have to pay more money to get another comparable to mine. I feel like I had no opinion but to borrow money and get new one, I paid $100. For new Samsung Galaxy s5 because I had the Galaxy s4 new from them when we signed contract. And after 4 months and all the run a rounds they had me do,I was so very upset. Anyway when I order the new one with the Service Rep In Corp, she promised me there would be NO OTHER FEES OR MONEY WHAT SO EVER THAT I WOULD HAVE TO PAY, BECAUSE I BORROWED THE $100 and I could not and would not spend anymore money with them, BUT SAD TO SAY THEY LIE AGAIN. BECAUSE I HAD A FEW DIFFERENT CHARGES ON MY BILL. OK TAXES, EVEYONE HAS TO PAY THOSE RIGHT, BUT THE FEES THAT THEY CHARGE FOR THIS OR THAT AND AN UP GRADE FEE WAS A DOWN RIGHT LIE. SO FROM SEPT 2014 to April 2015 I have been fight them to take of the charges right. Them in Oct 2015 I went into store to see about their home internet service and a rep there told me that it would more then likely be best for me to go with the Promo that they were having to the end of the month. I even have a letter he gave me about the $100. Discounted price a month but on back he wrote what my bill would be evey month with all my discounts and such. It was $ 200.26 . I even got a letter from Verizon stating that I can in the store and changed my plan the 18 of Oct & it would take in affect on the 27 of Oct my monthly billing cycle. So I told the Rep to go ahead and do it..we agreed that if I didn't like it or want to chance to some else I could. Well here comes Nov 2015 bill and there's no DISCOUNT AT ALL. SO since Nov2015 when I called them about this ( I won't go into all the lies there because we would be here all day) till April 2015 I have been fighting this mistake they made and the charges of the up grade fees and all.
I Finaily told them that I was done with this that I could not go on and on anymore. I had just gotten out of Hospital ano put on Anxiety Ned's because of all the stress I've been having every single month with them. Everything could just had been avoided if they would just have given me a NEW GALAXYs4 instead of having to buy a nit het phone. Oh by the way which I just found out that by them having me to have to buy the new one or keep the broken on that I now made my contract go for another 9 months till 2016 when it was to be over this Dec when we signed up. They said since I upgraded that it extended it. Well the way I see it that if there is no upgrade fees because I was told there would be none and they finailly took the charges off and gave me the credit for it shows that there was not a meeting of the minds so there is no extended contract. I have to say that after going to Verizon, Best Buy , then to Verizon another time and the countless house I have spent on the service reps that it would be the best for both parties to walk away from all this contract and all. I have every record of the people ,date, time I talked to them , plus all text messages, & FaceBook messages back and forth for at least 100hours or more( 2 time I spend the day and evening at Verizon ,where they sent me to Best Buy to find out at the end I should never have been sent there to begin with so 1 time 51/2 hours, then around 4 hours because they would not talk to me because I did not have my licenses, even tho I had been there multitude times, & know all the addresses, phone numbers, names, and af course the only thing that I have to give to the reps when I'm online is a passcode which I had also. So no I had to take a 45 min ride back hoe to get it ,got back at 7 pm stayed till after closing when I told the manager Tom at the big Verizon store in Gainesville Fl off of Newberry rd and i-75 that I would just let him work on it and please credit my account. And of course did not happen. LIES, LIES LIES. So now we are going to go to small claims court/ mediation at the court house ,not with Verizon people who work for them But are not involved with the case they say. I thing that's one of the reason that they don't want to go to a Jury trail because they know that they would lost most of the time, at least this time I'm for sure. So all the people that are out there having terrible customers service with Verizon I hope for the best for you. Please let me know how things go with your concerns with your Cell Phone Providers. I'm on FaceBook under " CUSTOMERS LIKE ME, DISLIKE VERIZON WIRELESS" again thanks so much for listening and sending me hopes that things turn out for me. Agape Patricia

First, Verizon follows Samsung's warranty rules. The only time you would get a new phone (other than buying it) is if the device was defective within the first 14 days or if the device was so new that there would be Certified Like New Replacements available yet. Now, with that said, there is no way that 6 devices would have the same hardware problem. When you have multiple devices with the same issue it is more likely than not that the issue is software related. For example, my LG G3 was great up until I received the Lollipop update then, wouldn't you know, I stopped receiving notifications for a lot of apps while connected to wifi. This is a software issue and is not Verizon's fault. However, if you believe that you are owed a brand new phone, you should take it up with Samsung. You are just as much a customer of theirs as you are VZW's.
Then it sounds like VZW broke the contract and gave you the option to upgrade at a discounted price and you purchased the Galaxy S5. So here, there was, as you say, a meeting of the minds. Whether you misunderstood the terms or they were not explained to you remains to be seen. However, VZW did NOT have to let you upgrade but when you do you are ALWAYS held to the new contract terms. THEN...they refunded the $40 upgrade fee for you. I still can't see how you are making out badly in this deal.
It was hard to decipher your post and I am still not completely sure of what you are talking about with the home service.
What do you expect to happen at this point? You won't (shouldn't) be given any more considerations. That has already been done. What it sounds like to me is that you are causing all of the stress in your life. If it is really that bad with Verizon, you are free to break your contract by paying the Early Termination Fees and switch carriers. There is nothing holding you to VZW.

I USE TO BRAG THAT I WAS A VERIZON CUSTOMER...

48 hours passed by with no call from a Verizon manager AGAIN. I am REALLY REALLY upset that no one wants to even talk to me about my issue. This is the WORST customer service I have ever experienced. I am really unhappy with Verizon . They have made a bad situation horrible by lying to me about getting a call from a manager. This is the point where no I am looking at other cell phone companies and thinking they look pretty attractive. I really honestly hate the way I have been treated and if this issue isn't resolved I will be spreading the news to EVERYONE I know and leaving Verizon forever. Luckily most of my family already has AT&T. I used to brag that I had Verizon and loved the service I received. That is no longer the case. I really want someone to make this issue right. I have been a loyal customer since 2006. I am being treated like a burden and not a customer.
On Verizon's website I found the Code of Conduct. In the code of conduct it stats the following: "Integrity is at the heart of everything we do. We are honest, ethical and upfront because trust is at the foundation of our relationships with our customers, our communities, our stakeholders and each other." It also states this: "Great companies are judged by what they do, not by what they say" So far I have seen the exact opposite!
This is a long story but I will try my best to explain it simply. My issue with Verizon began when they decided to do away with their unlimited plans. I understand the reasoning behind it, but what really frustrates me is that I was told I would be grandfathered in. As long as I didn't change my plan I would be able to keep the unlimited data. I was pretty good about not doing that until recently. I cannot believe that they make you pay the FULL UPGRADE PRICE for the phone or lose your unlimited data. It is not ok!
Last year I was in need of a new phone. I decided I wanted an iPhone but I did not have an upgrade available at that time. My girlfriend decided to be a sweetheart and let me use her upgrade. So she upgraded her phone and then we moved it over to my line. Then when it came time to upgrade her phone we had agreed that she would use mine. In order to do so we learned that we would have to pay the full price of the phone to keep my unlimited data or we could get a 2GB plan for the same price as my old unlimited plan. How could this be so if I was grandfathered in? I called Verizon customer support and talked them them about it and there was nothing they could do. Then one representative suggested that I could add a new line on for $10 extra per month and use that upgrade for my girlfriend and still keep my unlimited data. I was pretty specific about asking him if there were any other fees or taxes and I was under the impression that there would not be since we were to put a dummy phone on that line and not use it. So i did the math and decided that $10 extra a month for 2 years was cheaper than paying the full price for a brand new iPhone.
When I received bills after that I noticed they were MUCH higher than my original plan which was usually around $93.50 a month after taxes and fees. They ended up averaging $136 each month after the switch. I decided to call customer service shortly after this and had my case escalated to a supervisor. He couldn't help me resolve this issue about the extra money I am being charged so I asked to speak to someone even higher up. I was told that I had to wait between 24-48 hours for a return phone call from a manager. Well nothing ever happened. No call
I let months go by without doing anything about it mainly because I got distracted with life. I recently had to get a new upgrade because I dropped my old phone and it stopped working. I was told there was NO POSSIBLE WAY of keeping my unlimited data when I switched and hesitantly I did so because I really need a working cell phone, my life cannot function without one. I received my first bill and it was $167. I immediately panicked because it was so high. I was wondering what was happening so I decided to call a customer service rep and ask about. They said it was because of a $30 upgrade fee. I understand that and It is not an issue. I decided that it would be a good time to try and get my previous issue resolved that I was never called back about. I explained the story again to Jessica << Badge # removed >> Who tried to help but didn't have the authority to do so. I then asked to speak to her supervisor. I was placed on hold for a long period of time. The whole call lasted over an hour! Finally I received a call from Dell << Badge # removed >> who was not much help either and told me that I could not get the fee waived to cancel the line and that there was nothing I could do except pay the fee or keep the line. He informed me that my case had been escalated and I would receive a call within 24-48 hours. I mentioned to him that someone had told me that before and asked for a case number in case I didn't receive a call for the second time. (Case #xxxxxxxxxx). Now here I am 48 hours later with NO CALL... REALLY???!!!! AGAIN??? Verizon really doesn't care about it's customers...
Since I did not receive a call AGAIN I decided to call back and provide my case. Tonight I called and had to explain my whole story again with Kenya << Badge # removed >> who I truly believe did her very best to help me but she still could not resolve the issue do to her lack of authority in the company. She actually showed me a plan that could save me $10 a month which I accepted. But my issue is still here that I have been lied to about receiving a call from a manager twice and I still have a line that I can't close without paying a fee.
I have done the math and I have already paid an extra $298+ dollars since changing my plan in October 2012. I am not even asking for that money back. All I want is for my bill to go back to what it was before I started this whole mess and for that additional line (that I haven't even made single phone call on or ever connected a phone to) to be closed. I want my unlimited data back as well. I hate having to monitor my data so carefully every month wondering If I will be stuck with a fee if I go over. I am using very close to 2GB a month and I even had to shut my cellular connection off a few times this last month so I wouldn't go over.
I expect that if you really do care about your customers you will have someone resolve this immediately. Thank you.
Message was edited by: Verizon Moderator

jhalderman wrote:
This is a long story but I will try my best to explain it simply. My issue with Verizon began when they decided to do away with their unlimited plans. I understand the reasoning behind it, but what really frustrates me is that I was told I would be grandfathered in. As long as I didn't change my plan I would be able to keep the unlimited data. I was pretty good about not doing that until recently. I cannot believe that they make you pay the FULL UPGRADE PRICE for the phone or lose your unlimited data. It is not ok! That is a choice you have to make if unlimited data is that important to you. If you TRULY need unlimited data, it is MUCH cheaper to pay the "FULL UPGRADE PRICE" for the phone than to pay for data on a metered plan. If you DON'T TRULY need unlimited data, then it is quite cost effective to accept the subsidy on a new phone. You have to look at each situation separately.
Last year I was in need of a new phone. I decided I wanted an iPhone but I did not have an upgrade available at that time. My girlfriend decided to be a sweetheart and let me use her upgrade. So she upgraded her phone and then we moved it over to my line. Then when it came time to upgrade her phone we had agreed that she would use mine. In order to do so we learned that we would have to pay the full price of the phone to keep my unlimited data or we could get a 2GB plan for the same price as my old unlimited plan. How could this be so if I was grandfathered in? You ARE grandfathered in, you just have to pay full retail for the phone. I don't see why this is so hard to understand.
I called Verizon customer support and talked them them about it and there was nothing they could do. Then one representative suggested that I could add a new line on for $10 extra per month and use that upgrade for my girlfriend and still keep my unlimited data. I was pretty specific about asking him if there were any other fees or taxes and I was under the impression that there would not be since we were to put a dummy phone on that line and not use it. So i did the math and decided that $10 extra a month for 2 years was cheaper than paying the full price for a brand new iPhone.
When I received bills after that I noticed they were MUCH higher than my original plan which was usually around $93.50 a month after taxes and fees. They ended up averaging $136 each month after the switch. I decided to call customer service shortly after this and had my case escalated to a supervisor. He couldn't help me resolve this issue about the extra money I am being charged so I asked to speak to someone even higher up. I was told that I had to wait between 24-48 hours for a return phone call from a manager. Well nothing ever happened. No call I don't suppose you actually took the time to look at your bill. Each and every charge on your bill is detailed and it would be very easy to determine what caused the extra charges simply by looking at your bill and comparing it with an older bill.
I let months go by without doing anything about it mainly because I got distracted with life. I recently had to get a new upgrade because I dropped my old phone and it stopped working. I was told there was NO POSSIBLE WAY of keeping my unlimited data when I switched and hesitantly I did so because I really need a working cell phone, my life cannot function without one. I received my first bill and it was $167. I immediately panicked because it was so high. I was wondering what was happening so I decided to call a customer service rep and ask about. They said it was because of a $30 upgrade fee. I understand that and It is not an issue. I decided that it would be a good time to try and get my previous issue resolved that I was never called back about. I explained the story again to Jessica << Badge # removed >> Who tried to help but didn't have the authority to do so. I then asked to speak to her supervisor. I was placed on hold for a long period of time. The whole call lasted over an hour! Finally I received a call from Dell << Badge # removed >> who was not much help either and told me that I could not get the fee waived to cancel the line and that there was nothing I could do except pay the fee or keep the line. He informed me that my case had been escalated and I would receive a call within 24-48 hours. I mentioned to him that someone had told me that before and asked for a case number in case I didn't receive a call for the second time. (Case #xxxxxxxxx). Now here I am 48 hours later with NO CALL... REALLY???!!!! AGAIN??? Verizon really doesn't care about it's customers...
Since I did not receive a call AGAIN I decided to call back and provide my case. Tonight I called and had to explain my whole story again with Kenya << Badge # removed >> who I truly believe did her very best to help me but she still could not resolve the issue do to her lack of authority in the company. She actually showed me a plan that could save me $10 a month which I accepted. But my issue is still here that I have been lied to about receiving a call from a manager twice and I still have a line that I can't close without paying a fee.
I have done the math and I have already paid an extra $298+ dollars since changing my plan in October 2012. I am not even asking for that money back. All I want is for my bill to go back to what it was before I started this whole mess and for that additional line (that I haven't even made single phone call on or ever connected a phone to) to be closed. You can very easily close that extra line, you will just have to pay an ETF of $350 which has been reduced by $10 each month since you signed the contract, so currently it is ~$270. You signed the contact in order to get the reduced cost phone. You now either have to live out the contract or pay the ETF.
I want my unlimited data back as well. I hate having to monitor my data so carefully every month wondering If I will be stuck with a fee if I go over. I am using very close to 2GB a month and I even had to shut my cellular connection off a few times this last month so I wouldn't go over.
I expect that if you really do care about your customers you will have someone resolve this immediately. Thank you. Good luck, but your chances of getting your unlimited data back are basically 0%.
Message was edited by: Verizon Moderator

"Dear Valued Verizon Customer" - Bogus Movie Rental

I was at my pc checking my Verizon email account when I get an email from [email protected] that confirms I rented a movie and I will be charged $5.99 plus taxes, etc. I did not rent any movies tonight and I was not even watching tv. How can I dispute this charge? Was my FIOS hacked or malfunctioning? I cannot find a chat option or an email or phone number to call. Please help. The text from the email I received is as follows.
6/11/2013
11:10 PM
Dear Valued Verizon Customer,
Thank you for renting Good Day to Die Hard, A (HD). The details of your rental are below:
Title:Good Day to Die Hard, A (HD) Date Rented:Jun 11, 2013 Price:$5.99 plus applicable taxes and fees.
This movie will be in your library for 30 days. Once you start watching the movie, you will have 48 hours to complete viewing. To begin viewing press on your FiOS TV remote control and scroll down to My Library.
We hope you enjoy your selection. Here are additional titles that you might enjoy.
To order any of these movies, press on your FiOS TV remote control or click on one of the icons above.
Thank you for choosing Verizon as your entertainment provider. We truly appreciate your business.
Sincerely,
Your Verizon Team

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

Verizon Customer Service & Deceitful Advertising

Like any Apple fan, the release of the iPhone 6 has been something I've been looking forward to for about a year. My contract ended in July, and I was being patient & resourceful - prepped and ready for my new pocket buddy, in all it's shiny glory! Finally the phone is released, and to be honest, it was not what I was expecting. I really loved the iPhone 5's professional and bold design, so I was sad to see the more "square" design go. But none-the-less, the camera was better, the display was better - for the most part, it's an awesome phone. And I REALLY needed more space than my 16GB can handle (deleting pictures and apps every day is not my idea of fun)!
I decided I was going to just wait out the craze of the new phone, maybe even wait for the price to go down. Changing carriers wasn't even an option, let alone thought. I have had a couple hiccups with Verizon, but they had been taken care of for the most part. I had one problem with a HTC phone probably four years ago that they just could not resolve (after 10+ phone calls & eventually an email with them). I've used AT&T and Sprint before, but I just really liked the convenience Verizon brought to the table. I advocate for Verizon, telling all my friends and family that it's the only provider they should even be considering switching to. I have my boss checking into switching, but alas, I may be taking back that suggestion (which means 3 iPods & 3 iPhone users may not be switching now). Why, you may ask?
1. Verizon is advertising "iPhone 6 for $0 with upgrade or new contract". Really? SWEET! Let's do this! I go to start the process online, only to realize that I have to pay for the phone (not get it for $0), but I'm not even going to be getting my money back. I'm going to be getting a Verizon gift card back. Essentially, Verizon wins - this isn't something special or helpful for me. Maybe for some people, like the middle class, upper middle class, and wealthy - this may be a super deal. But for the working class - the people who work hard, pay their bills, and wait years to upgrade their phone with an exciting promotion that screams "we care about you, you sexy verizon customer, you". But really, they are screaming "How foolish can we make you feel?" My heart did break a little bit when I realized my excitement over getting a $400 phone for $200 was never going to happen.
2. Then I find out the reason they make you pay the full price and give you a gift card (eventually) is so they can "appraise" your phone (that may be in perfectly good condition), and possibly give you less than that $200 (that you can only spend at Verizon, by the way).
3. So to verify all this craziness, and clear any doubt & wishful thinking, I press that little chat button at the top. I talk to a friendly bloke named Hans (or something equally Frozen-esque). He informs me that I am correct in my findings, and there truly is nothing he can do to help me with any of my frustrations, because he is from the Sales Department. I asked how I talk to Customer Service (because there's a department for that, not all Verizon employees can help their customers), and he said I'd need to call them during business hours. Wait a second, you sneaky Verizon, you. Sales department is open 24/7 to make sure you can get people to buy things, but for your poor, contract imprisoned customers, they are restricted to a time frame designed for the lifeless?
So I sit here at 1:21am, knowing my morning starts in 4 hours, asking myself - is it worth staying? My contract is up, and I'm really ashamed of the deceit Verizon is using between the false/misleading advertising, the lack of customer service, the corrupt trade-in program, and I won't even start on how we were upgraded from 6GB to 10GB of data for being long time customers (Alltel days?), then as soon as I go to upgrade, they won't allow us to keep the plan, but actually want us to pay more for 4GB than we were paying for 10GB. It's really disheartening.
Any suggestions on a better network? I've been looking into some interesting plans, especially companies with unlimited everything for $50. Any experiences and advice would be appreciated. Or if someone from Verizon would like to assist in giving me some kind of hope back into the company, I can be reached via email (but in 2014 - the age of technology, apparently there is no system for that anymore here).

Another thing I just thought about, it clearly states free overnight shipping on the front page. My Iphone 6 was sent ground. I got it 3 days later, and sent my Iphone 5 to the verizon trade in that same day. 2 weeks later and they still haven't gotten my device.

Kudos Verizon Customer Care

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