Lack of communication from Verizon pertaining to transition

I am currently on an Alltel family plan with my parents and recently found a Verizon website that says our zip code will be under Verizon. To my knowledge, we have not received any information regarding who our provider is. Alltel customer service pointed us to the website I had found. The reason I want to find out is because I'm in need of upgrading (my parents and I have different upgrade periods and my phone is old) and I would like to get a Droid X. It'd be nice to get switched over sooner rather than later.

That prefix is going to Verizon. The reason for the delay was the sale of Verizon properties in your area to ATT having to be approved by the government. Nothing could change until that occurred. Now that it is approved, Verizon will very soon take over the Alltel properties. I have read elsewhere letters have begun going out this week.
As long as the Verizon store can access your billing and such you are good to go. But it may be a little while longer. But it will not be much longer.
FYI, When you do switch, in most cases you do not need to lose your Alltel plan. They may tell you that you have to, but most likely you do not. The comparable Verizon plan to my Alltel plan (Which is the same price), I would lose my nights calls at 7pm, all 12 My Circle/F&F numbers and 50 minutes of talk time. Obviously, I kept my Alltel plan and love my Incredible.

Similar Messages

Icon user here chiming in on lack of support from Verizon

As everyone else, I've been waiting patiently for Verizon to release the 8.1/Cyan update for the Lumia Icon since JULY. I've shared the same frustrations that have been expressed on this forum countless times over the past months, but never felt the need to chime in until now.
I've been a Verizon customer for around 5 years, starting with a Windows Mobile Omnia 2 and later going through an HTC Trophy, a Lumia 928 and now the Icon (since March). In all cases save for the 928, Verizon's support has been anywhere from non-existent to downright ignorant (Omnia 2 suffered from countless issues network connectivity-wise, which Verizon never managed to solve, Trophy never received the WP 7.8 update, and the Icon not only has been waiting for the 8.1/Cyan update for several months, but also got discontinued in about half a year after release. 928 at least received the Amber update in a timely fashion, but of course has also suffered from the same lack of support that the Icon owners have gone through.) To add insult to injury, Verizon has also offered far fewer options for Windows Phones over the years than other carriers have.
Despite all of these issues over the years, I always justified staying with Verizon due to my perception that their coverage was unparalleled. As I'm in the military and thus move around a lot, this was very important to me. So much so that I even chose to upgrade to the Icon instead of switching to AT&T despite currently being stationed in WV where Verizon doesn't even operate it's own network, causing me to have serious connectivity issues all over the place. I figured I'm only gonna be in the area for so long, and when I leave for some other assignment, I'd be glad I stayed with the superior network.
Well, times have changed. First of all, when I first signed up for Verizon, AT&T's network (at least in the areas where I worked at the time) had a very poor reputation. Now, five years later, I've been hearing nothing but good things about them. Supposedly Verizon's network is on average a bit faster, but coverage and reliability-wise they seem to be very close. As long as I can get a decent signal wherever I go, I really don't care if my speeds are a little bit slower. I'll use my computer and ISP for anything that requires high speeds.
I was still willing to give Verizon a pass on the delays with Cyan as long as they released it by the end of the year, but my eyes were opened by two events, one of which just happened today. First, was the very abrupt discontinuation of the Icon, THE flagship Windows Phone device. Then today I walked into the Verizon corporate store in Petaluma, CA (currently training in the nearby area) asking if they had any information about the timeline for the Cyan update. The guy at first seemed friendly and went into the back to talk to someone with more knowledge on the matter. He then came back and told me the most far-fetched line yet. He said Microsoft was discontinuing the Lumia phones and going forward was only going to provide updates to the HTC and Samsung models. Whatever the case, Verizon was not responsible for the updates. I couldn't help but laugh at the absurdity of this nonsense, and told him No, Microsoft bought Nokia, and the Lumia devices were simply being rebranded as Microsoft. In no way shape or form are they being discontinued. Well, he must have been insulted by getting corrected, because he then said to me and I quote: "I don't know, why don't you just go read about it on the internet then.", and began to walk away.
I have come to realize I've been putting up with Verizon's ignorance and lack of support of the Windows Phone platform for half a decade because of an illusion of supposedly better service! After all this time they haven't changed their ways and show now signs of changing. Sticking with Verizon is only going to result in more headaches, delays and disappointments. After my encounter with the representative in the previous paragraph, I stopped him and asked to talk to the manager, because I wanted to make sure I was getting the most authoritative answer I could get to my next question. I wanted to confirm that as a Verizon Edge customer, if I paid off my device in full, I could leave their network for another provider at any time (somehow I overlooked this fact when I signed up in March. I chose Edge simply to give me more flexibility with upgrading my phone), and she confirmed this was the case.
So to conclude, I have decided to wait until the end of the year. If by then Verizon has not at the very least provided a firm date for my Lumia Icon to receive the Denim (yes, Denim. After all this time, only updating to Cyan is not going to redeem them in my eyes) update, I will pay off my Icon, and switch to AT&T. Quite frankly, even then I think there is a high chance I will end up switching after my phone has been paid off in the normal timeline, because I feel there is no basis for me to trust Verizon with behaving any better in the future, but if they want to have any hope of me staying on as a customer, I better have a firm date for the Denim update by 2359 on 31DEC2014. I can understand delays, but I will not stand for Verizon's lack of communication to their customers. In the end I will vote with my wallet.

Here you go I found an ONLINE copy from MS. I highlighted the subsection in red. Just that section right there does not guarantee you will have a warranty as long as the DP is installed.
7. Disclaimer of warranties
General. To the maximum extent permitted by law, the Deliverables are provided to you “as is” and with all faults. You bear the entire risk of using the Deliverables. Except as provided herein, Microsoft, on behalf of itself, its licensors and its suppliers, expressly disclaims all other express, implied, or statutory warranties. This includes the warranties of merchantability, fitness for a particular purpose, title and non-infringement. Microsoft, its licensors and its suppliers do not warrant that the Deliverables are error free or that operation of the Windows Phones will be secure or uninterrupted.
INSTALLING WINDOWS PHONE SOFTWARE ON A WINDOWS PHONE THAT YOU OWN.
BY INSTALLING WINDOWS PHONE SOFTWARE UPDATES AVAILABLE THROUGH THIS PROGRAM, THE FOLLOWING MAY OCCUR:
YOU WILL LIKELY VOID ANY APPLICABLE OEM, ODM OR MOBILE OPERATOR WARRANTY FOR THAT PHONE.
YOU MAY CAUSE IRREPARABLE HARM TO YOUR PHONE, INCLUDING LOSS OF ALL DATA. DATA INCLUDES SMS MESSAGES, GAME INFORMATION AND APPLICATION INFORMATION, AS WELL AS MUSIC, VIDEOS, PHOTOS AND EMAIL. ADDITIONAL DATA NOT LISTED HERE MAY ALSO BE LOST.
YOU AGREE TO WAIVE ANY SUPPORT FOR YOUR WINDOWS PHONE FROM THE MANUFACTURER OF YOUR WINDOWS PHONE AND MOBILE OPERATOR OF THE NETWORK THAT YOUR WINDOWS PHONE WORKS ON. YOU AGREE TO WAIVE ANY RIGHT TO RETURN YOUR WINDOWS PHONE TO YOUR APPLICABLE OEM, ODM OR MOBILE OPERATOR.

Lack of communication from the, so-say, world lead...

ever had to eat your words?
We are moving to a new property in Devon. Booked BT well in advance. Also booked 9 other tradesmen fro mAerial installer, plumber, electrician Intruder alarm installation - all turned up when they said they would, did an excellent job.
The tenth person booked? BT of course DID NOT turn up - no communication nothing, zip, zilch.
having worked for BT for nearly 15 years (Global Services) I learnt to comunicate with the customer and if there was a problem, at least offer a solution or time scale to fix. Openreach of course do not have to adhere to this common polite principle!
having told all concerned of our plans everyone, without fail sais " Good luck with BT" I assured them that it was the BT of old they were thinking of - it had changed so much. So eating my words was very painful and embarrasing!
At time of writing, after 3 phone calls and 2 emails Openreach still treat us with disdain. Virgin Media or Talk Talk look like a better bet at present, so I hope all the engineers involved in this remember when they complain about losing their jobs through lack of orders with BT. I'm trying to bear in mind that BT contribute to my pension, but it is difficult!
Drinker from Devon

unless you can get virgin by cable all providers use Openreach for line installations and maintenance
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Lack of communication from Apple

Given that we are now in the midst of a disasterous release of the new IPhone software, it sure would be nice to see a pinned message at the top of each iPhone discussion saying something like this:
Sorry, folks! We really screwed this up but please be patient and we'll have all your iPhones working as soon as we can.
Is there a corporate policy against such commuication?
John Link

I agree. As someone with fairly limited experience dealing with Apple and hence major software updates, I have been sitting back for some time scratching my head at the tactics they use that end up "training" consumers in weird ways. For example, I think most are now conditioned to buy the next new thing with caution since we all pretty much now expect them to release something better cheaper in about a year.
I've been watching this software update with fascination as well. The rollout strategy was just begging for a disaster. To rollout a major hardware and software upgrade on the same day is ********. Also, why make everyone guess and make assumptions as to when the software update would be released? Why keep 'coming soon" as the date for releasing the 2.0 software on the web (The supposedly point of reference for product information)? Because of this, people were spending time looking for ways to circumvent them, hence those of who updated yesterday from the scrounged file (up and running fine, thank you!).
It's all about COMMUNICATION and organization!

LACK OF SERVICE FROM VERIZON IN SUPPORT OF MY NO DIAL TONE ON MY LAND PHONE

CUSTOMER SERVICE AND ONLINE SERVICE HAS BEEN AWFUL IN TRYING TO CORRECT MY "NO DIAL TONE" PROBLEM.
CUSTOMER SERVICE KEEPS DISCONNECTING MY CALLS AND ONLINE VERIZON SEEMS TO BE ONLY CONCERNED WITH FIOS. I'VE TRIED ALL THE TROUBLESHOOTING AT HOME AS VERIZON RECOMMENDS. HOW DO I GET A REPAIR MAN TO MY HOUSE?

Hi veryirritated,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Stunned at lack of Support from Verizon

A little over a year ago, I left Sprint for Verizon because everyone told me how much better it was. So far, the phone service has not been any better at all; certainly not worth the extra money I pay Verizon.
Today, Verizon attempted to deliver the OTA update to my phone. Because I was busy when it first came up, I declined. I used my phone for a few hours, threw it in my briefcase, and went to work. At work, I pulled it out of my briefcase, and it was totally bricked. I can guess what happened: they started the OTA update again; I got on the subway and lost reception in the middle of it; and now it won't boot -- it is just stuck on the recovery screen, where no buttons work (as has been described on other threads).
At the VZW store, they too were unable to fix it, and said they would have to sell me a new phone. Sell, not give. See, the phone is out of the one year warranty. And so even though the hardware is perfectly fine, and even though it was VZW's botched software update that bricked the phone, they don't think that they are responsible; they think I should have paid for insurance instead. Seriously? In addition to the extra money VZW charges over their competitors, now I have to carry insurance against the possibilty that they will do something to damage the phone?
The amusing part of the whole situation was when the VZW tech tried to tell me that it was my fault for not accepting the OTA update in the first place; apparently, he believes, although they screen offers you a chance to postpone the update, it is your fault if you do that and your phone bricks 4 hours later.
The silver lining in this is that I own two Fascinate phones, one of which (the one that still works....) I have rooted and installed a custom ROM on, and so I expect that I will be able to get the other phone running again rather than buying a replacement. But clearly that's not an option for the vast majority of VZW customers; I can't believe that they are all {word filter avoidance} if their phone is more than a year old.

Tidbits wrote:
So you didn't brick your device, and you just want to rant? Which is it as I am confused and trying to figure out what you want.
What I want is for Verizon to behave like a responsible company and take responsibility for their software updates, and when their software updates render a phone unusable, to remedy the situation.
I understand that you disagree -- that you feel it is perfectly acceptable for them either to require that I carry insurance to protect against their actions, or that I possess a level of techinical expertise that is greater than their own technical support department, who couldn't get the phone working. The fact that I can get my phone working doesn't really help the majority of people who will experience this problem and what I would like is for Verizon to change their policies so that these people are taken care of.
So I'm sorry if my criticism came off merely as a rant; given the time I had to waste to get the phone working again (not to mention the time without a phone), I will admit to being angry and letting that color my posting. So let me rephrase: Dear Verizon representatives who read this board, Please change this completely unfair policy whereby I am responsible for paying for or fixing problems on the phone that you sold me after you, doubtless with all good intentions, sent a buggy software update that caused the phone to be inoperable, even when services by your own technical representatives.

Customer Service Miscommunication and a large lack of communication and follow through

I seem to be having a lot of difficulty with Verizon Wireless Customer Service the last few months and am becoming increasingly frustrated. Let me start by saying I have been with Verizon for years, my wife, kids, and in laws all have Verizon, and my Father and Step mother are soon making a decision to move their service over from AT&T. I may tell them to think again about that.
October to 2012 we bought my step daughter a basic phone. She has had a number of problems with it. It doesn't hold a charge, it restarts or shuts down randomly. They sent her a replacement, and that phone had the same issues. So we decided we would upgrade to an iPhone for her back in March. Customer service said her plan was grandfathered in for an early upgrade and she would be eligible in May. Great, so we waited a couple of months and when we looked into upgrading, the sales rep said she is not eligible until October, no early upgrades are available. We told him what the CSR said, he said thats not what his system said and he began walking away. I asked him to please call customer service. He did, and after 45 minutes on the phone between Customer service and him and then customer service and my wife, it was determined she could upgrade that day, but it would have to be through the phone. I wish she did it on the phone there so all of this time wouldn't had been wasted, but we had things to do so she said we would call back when in the car. The sales rep told us to ask about the free promotion Verizon is offering a free 32 GB iPhone 5C.
We got in the car, called the Customer Service number, talked to a rep who said that line was not eligible until October. We told him about the entire conversation we just had 5 minutes ago at the store, he just kept insisting we were not eligible. I asked to speak with a supervisor, he then put us on hold for 45 minutes and then we got disconnected.
We called back, spoke with another rep, told her about the upgrade, were told once again we were not eligible until October. Once again we went through the entire conversation from the store, told her about being on the phone an hour and getting disconnected, she said she would look into everything, put us on hold for 15 minutes, came back and said we would be eligible June 30th....not today. I asked about the Free 32GB 5C, she said that was for "select" customers and she could not offer that to us. This was now disappointing on a few levels, between the last 2 hours of getting nowhere and now we are not eligible for something others can get, this left a bad taste in my mouth. She put us on hold for a supervisor. After going back and forth on being told by multiple reps we could upgrade in May and now being told we can't and not being given any reasons as to why this changes from one person to another, the Supervisor said she would make us eligible to upgrade early that day, but that because it was before 6/30 we could not get the 5C promotion. We asked if we would be eligible for the promotion if we waited until June 30, she said yes, but we could not get it before then. We confirmed this 3 times and asked her to put a note in the system so we would not have to go through this again. She confirmed with me 3 times, we could upgrade that day and pay the discounted price for the 5C, but if we waited until 6/30 we would be eligible for the 32GB 5C at no charge. This was what we were looking for and were willing to wait.
The other day I called to confirm that when we walk into the store next Monday-6/30 the notes were in the system, and we would not have any problem getting the promotion. The rep said we would not be eligible to upgrade for any discounts until October....<sigh> Went through previous conversations once again, asked for her to please look through the notes, she saw the supervisors note showing we could upgrade at the discount but no mention of the 5C promotion and said Marketing had not "Flagged" us for that promo and we could not get it. I asked once again to speak to a supervisor, she looked through the account and repeated the same thing about not being flagged but she would send an email to the supervisor that added the notes and find out what was going on. I asked to be CC'ed so I can have this all in writing, she said yes, and to expect to hear back from someone by the end of the next business day.
It is now 4 days later, I have not heard from anybody, I figured today I would look at MY plan and see if I could at least use one of the lines on my account and see if I was eligible for the promotion. Mind you, last year when I upgraded to the 5S, I was talked into adding my Verizon iPad to it, and instead of going month to month on it, add it to a shared plan, and I would be able to use the line on my iPad to upgrade to a newer phone, he even showed me how to do it myself. So now when I was looking to do what I was promised I could do, I am not able to do it, it only showed I can upgrade to another tablet only. I did the online chat and the rep told me that policies can change from day to day without notice. This does not sit well with me at all. I get sold to do something based on what the rules are one day, and tomorrow the rules change, this to me is equivalent to Bait & Switch and I now have to question the ethics here. This also tells me Verizon at this point takes retained customers for granted where my past experience was so much better than it is now.
Due to the complete lack of communication and simply keeping notes of previous conversations in their system so you don't have to keep explaining yourself over and over and being told different things by every rep I speak to down the line, I am not just back at square one with my step daughters phone, but a step back on what I signed up for on my plan.
AT&T has a program now that pays the Early Termination Fee and gives full discounts and Promos for new customers. I may be forced to look into this as it will cost me much less down the line in time and money, and I can use talk and data at the same time.
All I ask from Verizon is to listen, communicate, follow up and follow through.

Feel free to sink this, I rang and sorted it.

How do you get a RESPONSE from Verizon?

How does one get a response from Verizon? Here's my situation...
Given the amount of trouble that I have had with a recent order, you would think that I was trying to land a 747 jet on my roof. In reality, all I was aiming to do was to cancel the $19.99 per month phone service that I never used. I do not even own a phone, for that matter. I also had enhanced high speed Internet, and I wanted to retain the high speed Internet. A few days before January 13, 2012, I called Verizon and spoke to the 1st sales representative, who ensured me that it was no problem to cancel the phone service and yet retain the high speed Internet for the same monthly price. 24 hours later, my high speed DSL service was no longer functioning. I will try to briefly explain the disastrous customer service that ensued.
The first several phone calls to Verizon were not productive as I was transferred to the wrong department, and then at least one of my phone calls was dropped by the Verizon server. The representative did not call me back. I finally got in touch with a technical support representative, the 2nd Verizon representative, who informed me that the high speed Internet had been turned off and that I had to speak to a sales representative to solve the issue. Another sales representative, the 3rd Verizon representative, informed me that the 1st representative had cancelled my phone line, and thus cancelled all of my services. Great. The 3rd representative informed me that he was absolutely capable of handling the problem and that he would simply add a new order for high speed Internet, which was to be activated the next morning. The next morning came and went, and guess what? No Internet. I called again. The 4th Verizon representative told me that everything that had been done previously was incorrect and that the sales department is not capable of making such changes. She told me that she could not help me and that my claim had to be submitted to a different department, which has the authority to un-do all of the previous changes. She told me that I would receive a call back the same day to resolve the issue. Given my previous experiences with Verizon, I was confident that I would not, in fact, receive a call back and so I asked her how I could get transferred to this department, if I needed to call again. She said that I could not be transferred. Okay. So then I asked her what to ask for so that next time I called, I could be transferred to the correct department without dealing with yet another sales representative who gives me yet a different story. She informed me that she could not provide that information to customers. The Department That Shall Not Be Named (and that I cannot contact) did not call me, and I was not surprised. Unfortunately, I did not know how to go about contacting them, because, as I was told, customers aren’t allowed to do that.
The 6th phone call to Verizon was dropped by the Verizon server. The 7th phone call to Verizon went to the 5th Verizon representative, a sales associate who placed us on hold for the first 15 minutes only to inform us that she could not find any record of our Internet service. What the heck was she doing, checking her Facebook account? She finally returns, puts us on another extended hold, and then adamantly tells us that we need to speak with technical support, which, if you recall, was the first Verizon party that I spoke at the beginning of this debacle. The 5th representative transfers me again to technical support. Of course, the technical support personnel, the 6th Verizon representative said what the first one did, that the account was inactive and that we needed to talk to the sales department. My husband was on the phone at this point because I was DONE. When the 6th technical support representative tried to transfer him back to the sales department, my husband insisted that the 6th technical support representative remain on the line while we spoke to yet another sales representative, the 7th Verizon representative. The 6th technical support representative patiently waited with us while we sat in yet another long queue to speak with a member of the sales department.
The 7th sale representative, from the retention department based out of New Jersey, found that all previous orders had been set up erroneously. She cancelled the old orders and reinstated a completely new order. The DSL began working a few days later. MAGIC. She then left me a voicemail message saying that she would eliminate the activation and shipping fee (duh) as I never canceled the account to begin with and as I already had the equipment. She also applied a coupon to reduce the price to around $30 per month, assured for the next 2 years. I was relieved.
You can imagine our frustration then when we received the bill for $79 on February 6, 2012, which included a much higher monthly rate (around $45) and the shipping and activation fee of $19.99 that we were assured we would not pay. Again, nothing was shipped to us because we already had the equipment.
Our next phone call to Verizon landed us with a guy, the 8th Verizon representative, who had no intention of helping us. According to him, there was no record of these wrongs, and despite the fact that we had an old account number and three order numbers that were screwed up, he did not deem that there was enough evidence to change our monthly bill. (Unfortunately, the 7th Verizon representative did not make notes or appropriately document the situation on the new account.) The 8th Verizon representative then had the audacity to comment that we could be lying to him, yet he was unwilling to view the evidence that we could have presented. Instead, he suggested that we call tech support again and try to go through the same process to get connected to the mysterious “retention department” which he knew nothing about.
At this point, I was beyond fed up. The attitude of the 8th Verizon representative put me over the edge. I filed a complaint with the Better Business Bureau (BBB) with an abbreviated version of this story. I did not file the complaint to get back at Verizon. Instead, I filed the complaint because I knew that another phone call to Verizon would be useless. I’ve been dealing with this issue for over a month, and I’m sick of it. I have better things to do with my time, believe it or not, and this situation has resulted in a significantly waste of my time over what, in my opinion, was a very simple issue to resolve.
The BBB processed the complaint and I was contacted last Friday afternoon by a Verizon representative (the 9th) who said that she was looking into the matter and that she would respond to me within two to three business days. Well, it’s almost the end of the week, and I have received no response. Again, after all of this, how could I be surprised?
I have been a Verizon customer, wireless and residential, for as long as I can remember, but I am reaching the point of outrage. This situation is truly unacceptable.
You would think that, in 2012, with all of the technology available to us and the fact that Verizon is a COMMUNICATIONS COMPANY, that at least Verizon employees would be able to make a basic change to an existing order and that at least one out of 9 Verizon representatives would be able to solve this issue in a span of over four weeks. Think again.
How does one get a response from Verizon?

dougiedc wrote:
It boggles the mind. The Verizon store on L Street downtown Washington, D.C. cannot access my Verizon account. They can only sell cellphones then it's up to me to contact Verizon on my own to get the hook up. I even asked "Are you Verizon employes? Is this a vendor store or is it really a Verizon owned and operated store?" The answer "Yes, we are Verizon employes, yes this is a Verizon owned and operated store" ...
Yes, it indeed boggles the mind. I'm of course referring to the fact that your post concerns Verizon Wireless products and services. This forum is dedicated exclusively to Verizon Communications services. As you probably know, Verizon Wireless and Verizon Communications operate as separate companies.
If you need help for a Verizon wireless product or service, it's best to direct questions to the Verizon Wireless forums. You can reach them by clicking on "Wireless" (either here or at the top of the page).
Good luck and I sincerely hope you get your issue resolved.

My account was hacked in September -- Still no action from Verizon. Please help!

My account was hacked in September, someone added an additional line and ordered an iPhone, adding more than $600 to my account. Verizon quickly identified this as fraud and assured me that my account would be cleaned up. Almost three months later, I still have hundreds of dollars billed to my account that no customer service rep has been able to explain. My service is now pending disconnection, even though I have continued to make my regular payments, but I have refused to pay the additional charges incurred by the hacking of my account. I've spent more than two work days on the phone with Verizon, speaking to about three dozen agents and supervisors, explaining my situation all over again, taking valuable time off work and away from the family. They all promised to help, but nobody actually fixes this mess that I did not cause. Ten days ago, I wrote a letter to customer service which I will post below. I have not heard back from Verizon. No one has called to apologize or offered help in restoring my account. As a cellular customer of 16 years, I have never experienced something like that. I simply don't know who to talk to anymore to get this straightened out. No customer deserves to be treated like this. Please help me find out who I can contact with the authority to clean this up for me! Many thanks in advance.
Here is the letter sent to Verizon with signature confirmation Monday a week ago. I does not detail today's trouble, when I spent another 90 minutes on the phone with three different agents and one supervisor, but I got disconnected every time.
Dear ladies and gentlemen,
I am writing this as a customer complaint. My family has been a loyal Verizon Wireless customer since August 2011, after making the change from T-Mobile. We currently have the 15GB Everything Plan with five lines, all of which are used by family members. Since July, we are also customers with Verizon FIOS for our home internet and cable, which means we pay Verizon an average of $5,600 annually.
My wife is the primary account holder and I have an EDGE plan for my own line. In September, I ordered a new iPhone through my local Verizon store in XXXXX., which is, as far as I know, an independent store with a Verizon license/franchise. When I picked up my phone, the agent at the store noticed that my account was in “chaotic standing.” First, he said that we had been advised badly by Verizon when we initially signed up in 2011, resulting in much higher monthly fees than we could have had under the 10 or 15 GB Everything Plan, and he suggested that we switch to this plan immediately.
It was frustrating to learn this, because in my two years of communicating with Verizon agents by phone, no one ever bothered to inform us that we paid more for our account than we had to and that there was a more compact plan available which would have decreased our monthly bill. My daughter exceeded her data allowance on an almost monthly basis, which we could have avoided under the plan that we currently have but didn’t know about.
Then I also learned that my current bill had suddenly skyrocketed to over $900 because a sixth line had been added to our account and someone had ordered a phone and charged it to our account. The local agent was extremely helpful, he immediately suggested that this was fraudulent activity and he called Verizon to restore my EDGE eligibility which I had lost due to these fraudulent charges that I had not caused and not paid. He did talk to the Verizon fraud department and reported the incident, and I was told that the additional charges would be taken off my account and my good credit – and EDGE eligibility – would be restored. In good faith that Verizon would take care of this, I left the store as a slightly worried, but satisfied customer.
About a week later, I called Verizon to check on my account status because I wanted to EDGE up my teenage son’s line XXXXXX and get him a new iPhone 6 for his birthday. The agent I spoke to told me that the fraud situation was still showing on my account and that my EDGE eligibility had not been restored yet, but he assured me that this would be taken care off by the following week, when my son’s line would be eligible for an EDGE upgrade under his plan’s timeline.
When I called back the following week, I was saddened to learn that contrary to the previous assurance, our EDGE eligibility had not been restored and the fraudulent charges to our account were still showing on our bill, which was quite confusing because it was impossible to figure out my actual charges. What followed was several weeks of phone correspondence with Verizon agents who apologized again and again and assured me that my EDGE eligibility would be restored so I could order my son’s phone and my the additional charges would be dropped from my account.
However, this didn’t happen. I am not going to list the entire call log, because I know that you can easily access these records. But for several weeks in October, I spent many, many hours on the phone with Verizon, explaining the entire situation regarding the fraud again and again. I listened to assurances, promises, apologies, and I was transferred multiple times to different departments to get my EDGE eligibility restored. After an incredibly frustrating and time consuming experience I was eventually able to order my son’s phone. But several days later, when I checked the order status, I noticed that the order had been canceled because – I’m sure you can guess it by now – my EDGE eligibility had still not been restored. This forced me to go through the whole process again and I spent an entire afternoon on the phone with several different agents and managers until in the early evening I was finally assured that my account standing had been restored and that I could order my son’s phone. That day alone, I had to leave work five hours early to get on the phone (from about 2 p.m. until 7 p.m.) and work this situation out so my son could get his phone, which he eventually received on Oct. 31.
I work as a newspaper reporter and I have an incredibly busy schedule. Yet the inability and unwillingness by Verizon to help me straighten out my account took much of my work time, which I had to make up for at a later time in order to get paid. Unfortunately, this meant that I had to take out much of my highly valued family time to talk to Verizon, which increased my frustration with your company, as you surely can understand.
As a loyal customer, I can’t stress enough how incredibly frustrating this experience was. I was forced to spend many hours away from work and family just to deal with the same situation over and over again. I lost track of the hours, but I am sure that one look at your call log will confirm that adding up these hours it was more than two full work days that I had to spend on the phone to work out a situation that I did not cause to begin with. Adding to these already incredibly upsetting circumstances were at least a couple of calls where it took me 15 minutes to get an agent on the line who then promised me to transfer me to the right person to help me, only, after more waiting time on hold, to be disconnected and start the process all over again. How I was able to maintain my composure and continue to be polite and respectful to the agents, I don’t know. I’m sure they are used to much harsher treatment from other unsatisfied customer for much lesser reasons.
It is bad enough that a company like Verizon cannot protect their customers from getting their accounts hacked and hundreds of dollars being charged to their account. But what is even worse is that I have to spend hours and hours of valuable time and energy to mitigate a situation and fix a damage that I have not caused in the first place and had no control over, and Verizon has not offered me anything to reward my patience and loyalty other than brief apologies from stressed out agents that obviously were not qualified to handle such situation, resulting in their own frustration with this issue.
What adds to this extremely frustrating and highly disappointing experience is that because of the hacking and the fraudulent charges that polluted my account for many weeks, it has become impossible for me to understand what I am being charged for and what I actually owe for the services that I did order and did receive. This frustration once again peaked on Saturday last week, when an agent told me that my past-due charges are more than $600, with a total of more than $900 total due within three weeks, ( that is about the same what Verizon charged me after my account had been hacked and an additional line and phone had been ordered by the perpetrator) in spite of my continuing “blind” payments towards my balance since this all began in September.
I talked to two agents on Saturday, one from Customer Service; the other from the billing department, and neither was able to explain – or even seemed to understand themselves – how these charges occurred. In good faith, and in order to avoid a disruption of service, I still made a $170 payment, which is about half of what my total monthly payment should be under my current plan with five lines, and I vowed to pay another $170 by the end of next week in the hope that by then, someone with authority and complete and full understanding of these circumstances will have contacted me to explain my account and issue a sincere, well meant apology for what has happened to this loyal customer.
Believe me, I rarely reach out to a company and complain like this. I have a busy and hectic schedule, but the time it took me to write even this long letter to Verizon was just a fraction of the time and energy that I wasted to restore my account and get my son his new iPhone on time for his birthday, which he was looking forward to very much.
But after my experience with Verizon, I feel that Verizon should know that no loyal customer deserves this type of treatment and should ever have to go through what my family and I had to endure because of Verizon’s inability to protect the privacy and integrity of our account, and to restore it to its original standing.
I left T-Mobile in 2011 after a total of 13 years as a loyal customer, because I was unhappy with their increasingly bad customer service. I came to Verizon in the hope that my family would have a better experience here, and we were ready to stay with the company for many years to come. But at the moment, we are regretting and reconsidering our choice. Our final decision will certainly depend on the final outcome of this incredibly frustrating situation.
Believe me, I absolutely understand that fraud and the breach of customer account information occur even in the best and most professional companies. But I also believe that if this happens, the integrity and professionalism of a business must be judged based on their handling of such instances and how they treat customers who fall victim to such criminal practices without any wrong doing on their part.
A company should do their best to not only fix the damage and try to make sure that this will not happen again, but also guide and support their loyal customers affected by this and provide them with enough information to understand what is going on. Most importantly, it should be Verizon, not the customer, who should carry the burden and the responsibility of such fraud. But unfortunately, Verizon Wireless has fallen short in this regard, as we were completely left alone and forced to fight for the full restoration of our account and to this day are confused about our bill and these sky-high charges that no one can explain to us.
On top of that, I am tired of having to explain this situation dozens of times to different people with your company over and over again. No one should have to go through that, and I believe that your personnel has enough pressing business to deal with than to waste their and their customers time.
Please understand that I am not complaining about the services by the more than a dozen individual agents that I talked to in order to sort out this mess. The vast majority of them have been polite and a couple honestly tried to go out of their way to help me. It is rather the way that your customer service is set up in total that reeks of failure to support and help a customer whose account had been hacked and scrambled beyond recognition.
That’s why it is my hope that my reaching out to you will raise a red flag at the right places within your company to identify the failures in your service, work the problem and fix it so other loyal customers like me will be spared such hassle in the future. I think it wouldn’t be too far fetched to assume that we are not the only ones and last ones to fall victim to hacking and failing customer protection and service as a result.
Of course I also sincerely hope that my complaint will finally set the wheels in motion to remedy the problems in our own case. We believe that the very least that Verizon could do as a sign of good will and to honor our customer loyalty to is sweep clean our account and allow us to start from scratch so we can track and understand our future monthly charges and continue to make reliable payments to our account as we have done for more than two years until the hacking of our account and Verizon’s unprofessional and helpless handling of the situation has changed everything.
I hope that someone within your company will take this complaint seriously and resolve this very unfortunate and frustrating situation in a manner that shows that we are valued and respected as the loyal customers that we (still) consider ourselves and that will help us restore our faith and trust in Verizon.
I am looking forward to your timely response.

I'm confident that if you have spoken with our Fraud Team directly, that there are the proper wheels in motion to resolve all of the concerns that occured as a result of the fraudulant order on your account. It may take up to 2 bill cycles for all the adjustments to be applied and the changes made to your account to bring the dates and eligibility back to normal, so you should definitely be nearing the end of your wait. Based on your description, it may have been a while since you spoke with them directly instead of the customer service team, so I encourage you to give them a call at your earliest convenience to put your worries at ease. If you need to make arrangements for the charges that appear on your account, our Financial Services Team at 866-266-1445 will also be able to help possibly place a hold on the account regarding the disputed charges so there's no accidental inturruption in your service due to this unfortunate situation.
JenniferH_VZW
Follow us on Twitter www.twitter.com/vzwsupport

How can I verify an odd Email came from Verizon?

Today an email arrived apparently from Verizon, with the following message:
(quote)
Dear Valued Verizon Customer,
Thank you for providing an updated email address for your Verizon account on a recent visit to Verizon.com or call to Verizon. To verify this email address, please select the 'Verify Email Address' link below and enter your zip code.
Verify Email Address
Verifying your email address improves the security of your Verizon account. Once you've verified your email address, you will be able to:
Get important updates about your account and services
Receive a code for your online account if you forget your password or get locked out
Protect your identity and help keep your account secure
Thank you for choosing Verizon.
Sincerely,
Your Verizon Team
(unquote)
**********All well and good, but I have NOT HAD ANY "recent visit" to Verizon.com for MONTHS until this came.
************How can I find out if Verizon actually sent me this specific email?
PS: Incidently, trying to "post" this very message containing that "copied/pasted" email content here resulted in this error message:
" Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied."
That makes it even MORE suspect.

KaLin wrote:
PJL wrote:
Plztakemymoney wrote:
Today an email arrived apparently from Verizon, with the following message:
(quote)
Dear Valued Verizon Customer,
Thank you for providing an updated email address for your Verizon account on a recent visit to Verizon.com or call to Verizon. To verify this email address, please select the 'Verify Email Address' link below and enter your zip code.
Verify Email Address
Verifying your email address improves the security of your Verizon account. Once you've verified your email address, you will be able to:
Get important updates about your account and services
Receive a code for your online account if you forget your password or get locked out
Protect your identity and help keep your account secure
Thank you for choosing Verizon.
Sincerely,
Your Verizon Team
(unquote)
**********All well and good, but I have NOT HAD ANY "recent visit" to Verizon.com for MONTHS until this came.
************How can I find out if Verizon actually sent me this specific email?
PS: Incidentally, trying to "post" this very message containing that "copied/pasted" email content here resulted in this error message:
" Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied."
That makes it even MORE suspect.
Most email clients allow you to view the embedded header information. This should show the path of the message from the sender to you. It may give you insight as to where the message came from.
P.S. the posting error is a bug in this forum's software (Lithium). I've seen it myself more times than I can count sadly.
You will get this message when copying/pasting unless you use the word editor in the text editor toolbar.
Copying/pasting into the word editor will strip the invalid HTML and post your text without any error messages.
KaLin, I get the posting error all the time and I NEVER paste anything into the message like you suggest as being the issue. I get it when I simply quote a message that I am replying to. In fact, I just now got the error when I was trying to post this reply. This is a well documented issue that was discussed in the Community Leader's forum and dropped by Verizon/Lithium.
I truly apologize to this thread's OP, but I really had to respond to KaLin's assumption of what was happening when they knew not about which they replied. (Other words come to mind in response KaLin's comment but my parents taught me not to use them.)

HP Customer Escalations Team Lack of Communication and Warranty Replacement

What happens when you need to file a legitimate complaint, but are told, "You're already at the top!"
My HP Envy Touchsmart has been shipped off for repair (under warranty) twice now. First time video went out, second time sound went out. After receiving it back a week ago from a Motherboard replacement, it came back from HP Repair broke! A plastic cover on the back was broke, PLUS... when the computer was turned on, it could not detect the harddrive, I called the repair center and they had me take it apart and we discovered that they also forgot to attach the harddrive back onto the computer! The screw was just hanging. This caused the SATA cable to get pulled and HP determined it was now damaged.
So rather than send it back a third time, I was told that they will replace it. Because computers change, they sent me a proposal 7 days ago for a new one and it's specs, but I was told by my case manager not to accept it if there was anything I did not agree with, so they could make adjustments to the proposal. I did have an issue with something with the video card specs, so I emailed her and explained why. She told me that she would send me another proposal that should suit me better.
A week has gone by and nothing! For the past 5-6 days I have sent appproximately a dozen emails, at least 7 or more phone calls (sometimes twice a day) and I'm always told my case manager is not available, but she will return my call. Days have gone by and I have spoke to 5 differnet case managers and none of them can explain why she will not contact me back. I have explained over and over, at the very least I just want her to tell me she is working on it, or give me an estimate on time, or whatever the hold up is. But I can't even get an aknowledgement that anybody is working on my case!
Today I was told by someone that my case manager is scheduled to call me at 5pm. I was relieved, until that time came and went. I called back and was told she is gone for the day, and AGAIN... they say they will tell her to call me.
The last person I spoked to today actually made it sound like it was my fault for not accepting the proposal I was sent a week ago! Remember, not only is this a defective computer under warranty, but HP themselves did more damage to it!! And they have the nerve to ignore me and take their own sweet time! I am a very patient, reasonable person, but my biggest pet peeve is a lack of communication. And it's such a simple thing to do!
I was also told by the last person I spoke to that my case manager is probably just busy with other cases. That is no excuse! I never demanded a new computer instantly or overnight... all I've been asking for is communication! How long does it take to send an email saying.... "I'm so sorry. We have not forgot about you and are working hard to create a new proposal. Please give me another day or two."... It took me seconds to type that... and I would have been happy enough. Again... no excuse for a lack of communication to your customers.
So today I asked to speak to a boss or a manager or to get a phone number to the HP complaint department, because if they keep following this same pattern, I could be told "we will leave her a message to call you" everyday this week, and the next week, etc. It may never end. He told me, "This is it, you are at the top and there is nobody else to speak to." In other words... "You are at our mercy, we'll help you when we feel like it!".
So if this is the way you are treated (ignored, broken promises of returned phone calls, etc.) at HP's top customer complaints department, I guess the only power left is the customers freedom of speech to let others know what is going on at HP, including the BBB and possibly {Content Removed}.
Buyer Beware!

Chad, welcome to the forum.
I have asked for help for you. I hope by now or soon you should get it solved.
Please click "Accept as Solution" if your problem is solved.
Signature:
HP TouchPad - 1.2 GHz; 1 GB memory; 32 GB storage; WebOS/CyanogenMod 11(Kit Kat)
HP 10 Plus; Android-Kit Kat; 1.0 GHz Allwinner A31 ARM Cortex A7 Quad Core Processor ; 2GB RAM Memory Long: 2 GB DDR3L SDRAM (1600MHz); 16GB disable eMMC 16GB v4.51
HP Omen; i7-4710QH; 8 GB memory; 256 GB San Disk SSD; Win 8.1
HP Photosmart 7520 AIO
++++++++++++++++++
**Click the Thumbs Up+ to say 'Thanks' and the 'Accept as Solution' if I have solved your problem.**
Intelligence is God given; Wisdom is the sum of our mistakes!
I am not an HP employee.

I have a iphone 4 with att my 2 sons just got 4s from verizon i set them up on my itunes account i am getting there emails I made them there own I tunes accounts and this is still happening. How can I fix it?

I have a iphone 4 with att my 2 sons just got 4s from verizon I set them up on my itunes account I was getting there emails I made them thier own I tunes accounts and this is still happening. How can I fix it?

Welcome to the Apple community.
You need to use the Apple IDs that you created for them for iCloud as well as iTunes. You will also find that you need to use them for messages and face time.

I have not recieved a responce from Verizon

<<Moderator Note: The original post is https://community.verizonwireless.com/message/1201842#1201842 and has been marked as a question to being it to the attention of the representatives. This post is now locked. >>
I made a post 5 days ago and I have yet to hear anything from Verizon.
If someone has a corporate number or email that would really help me.
I am having problems with being lied to about "loyalty minutes". The rep never mentioned ANYTHING to me about a year contract.
Thanks.

Hello boscruiser25,
i apologize for any inconvenience this issue has caused you. i see that you were enrolled in paperless billing this is why you were not receiving paper bills. I have unenrolled you and you should receive a paper bill within the next billing cycle. If you have any further questions or concerns, please respond directly to this e-mail.

Poor Service Since Upgrade - Unacceptable Response From Verizon

Like many others on here, my Note 3 essentially has zero service from my home. Everything was fine until a few weeks ago when an OTA update came through. I rely on my phone as my sole source of communication from my house, office and on the go, and not being able to receive or send a phone call or text message is not only annoying, it's a safety concern for me and my family. There is obviously a pervasive issue that needs to be addressed ASAP, but instead the only responses I see from Verizon Customer Support is "have you turned your phone off?" or "what's your zip code?". Seriously? This is the first time in over ten years i'm VERY seriously considering switching carriers. I hear T-Mobile is paying Early Termination Fees.

dougiedc wrote:
It boggles the mind. The Verizon store on L Street downtown Washington, D.C. cannot access my Verizon account. They can only sell cellphones then it's up to me to contact Verizon on my own to get the hook up. I even asked "Are you Verizon employes? Is this a vendor store or is it really a Verizon owned and operated store?" The answer "Yes, we are Verizon employes, yes this is a Verizon owned and operated store" ...
Yes, it indeed boggles the mind. I'm of course referring to the fact that your post concerns Verizon Wireless products and services. This forum is dedicated exclusively to Verizon Communications services. As you probably know, Verizon Wireless and Verizon Communications operate as separate companies.
If you need help for a Verizon wireless product or service, it's best to direct questions to the Verizon Wireless forums. You can reach them by clicking on "Wireless" (either here or at the top of the page).
Good luck and I sincerely hope you get your issue resolved.

I changed my computer carrier from Verizon to Comcast and my cloud did not restore itself. HELP!

I changed my computer carrier from Verizon to Comcast and my cloud did not change over HELP!!!

Welcome to the Apple Community.
Your service provider shouldn't have anything to do with iCloud, what exactly is it you think you need to change over.

Lack of communication from Verizon pertaining to transition

Similar Messages

Maybe you are looking for