Lack of Integrity and Competence from Verizon's customer service/billing

I recently made a trip to the DR and as such needed global communication for the duration of my trip. Ahead of my trip I requested the service with customer service with a guarantee that the service would be billed only for duration that I requested. My billing for last month, June, reflected just the opposite. Verizon charged me yet another $100 for the month of June.
I called customer service to request billing corrective action to which I was told that I had two choices. One, pay the current amount 300+ and wait for a refund or two, pay the actual bill and allow the refund to balance itself out. I was assured that the latter would not result in my account falling into default.
I just received July's billing to which the $100 credit was applied but my account was placed into default. I called customer service once again to rectify their mistake. My request was not to refund me immediately, rather to take my account out of default. I was told by several departments, billing, service, and plan service, that they would NOT make good on my account. Further, I was told that unless I paid the past due balance, that is a result of their mis-billing, that my account would face interruption.
I have been with Verizon for more than 6 years now and have never been in default or past due status. I have never had such an incompetent experience with Verizon. The lack of integrity that was demonstrated resulted in me stating that Verizon would loose a valued and loyal customer to which they replied "we;re sorry you feel this way."
I am extremely dissapointed in this particular service and the lack of integrity that was demonstrated. If this is how they deal with mistakes that they make, then I willnot want to continue with their service.
I thought that I'd share my story so that others may be aware in hopes to avoid such dishonesty and incompetence.

ppepelepeuw2,
Morning!
I'd like to help with this situation and clear up any frustration. It does sound like your trip crossed the billing cycle, which would cause the statement to show that data feature charge until removed and prorated. Please PM me your name and mobile number if you would like more assistance with this concern.
Thank you!

Similar Messages

MiFi 2200 is junk and so is verizon's customer service

I bought a Verizon MiFi 2200 and when I was talking to a version salesman in the store he assured me I would have signal at my house and it would work. He promised me if it did not work and I did not use very much internet and I returned the mifi within 30 days I would not be charged anything, even the restocking fee. Well I took it home, plugged the mifi into my laptop and it started to download the software and within 1 minute my laptop smoked (I mean smoke came out of it). I don’t know if it had anything to do with the mifi or not. So I hooked it up to one of my desktops and took me 3 days to get it to connect (after I talked to Verizon via the telephone, they told me a tower was 4 miles from my house and I should have no problems connecting to it. They also said the tower was to the west of me) So I went and got a 25 foot USB extension cable and put the mifi in a western window and finally got it to connect and I activated it. I then disconnected the usb and hooked it up to my desktop wireless and tried to open msn.com and after 1 minute half the page appeared, I moved it around the house and tried with no luck. I have the device on for about 5, 10 minutes max and decided it was not going to work. So I took it back to the Verizon store where I bought it and returned it with no problems (I did not have to pay the restocking fee). As part of the return I talked to Verizon on the phone to cancel the service and the agent on the phone said it was all good. The salesman even said we were good so I assumed we were good. Until today I get a past due notice for $235.00 from Verizon (which I only bought the mifi the 5 of dec 2010 which isn’t even 30 days as of yet, so how is my first bill past due?) so I get on the phone and after about 20 minutes they took off the $175.00 early termination fee and said I used 2mb of service so I owe them $60.00. That is **bleep**. Only having the mifi hooked up for no longer then 10 minutes and not being able to open up even 1 full page how did I use 2mb of service. Anyway I had problems with Verizon about 5 years ago and left them for AT&T and have been happy. I was stupid thinking version changed they are a very bad company to deal with and the mifi is a piece of junk.

This sounds unusual even for Verizon.
There is still options for you though.
Contact Customer Service again and ask for a supervisor.... explain the billing situation, in a (forced) calm voice, and ask for a credit to your billing. I was able to work with Verizon on many billing issues and have been able to resolve them to my satisfaction. (billed for text messaging on a data modem several years ago)
Let us know how things work out.

Tired of Verizon's customer service & lack of support,misled & being lied too!!!

Due – April 28th 2012
Issue: Overage fees   –     5,310- used
                                                2,000- allowed usage
                                                3,310- overage
I placed a call to Verizon on Monday, April 9th and spoke with a gentleman by the name of James (I think). He issued the account to be investigated to find out if this was a billing error or a tech issue, ???. He stated someone will call me back.
Per the conversation my husband had with a customer service rep later that evening, they informed him that while he is & has been in Mexico, his calls outside of the US from Verizon to Verizon are not free!!!!! WE WERE NEVER INFORMED OF THIS!!!   She told him that if we make calls to him that it would be free, but he said no it wouldn’t because you’re counting against their (my families) minutes because you show that “I went over” therefore causing my wife and daughter in all of these overage minutes. We have been very used to free nights & weekends as well as the comfort of Verizon to Verizon calls with no fees and to just now find this out after having the plan changed to the Mexico international plan back in October 2011. Besides, each and every month we have been told by different customer service reps a different thing each time. 1st I was told that by switching over, it would ONLY be an additional $25.00 a month added to our monthly bill and our coverage would be the same. Then in December 2011 when we had additional fees, it was because apparently they changed the plan without informing us of the change that the plans unlimited texting did not apply to the Mexico plan???? They issued a credit. Then in February when I called because of “data” charges (which we do not have a data plan on either of our phones & we have it blocked) they had to issue a credit and in order to avoid text fees was told to only contact each other via voice (calling). This has been a problem because he drops calls constantly, sometimes it takes 3-4 times for the call to be dialed out before it will go thru to us (are we being charged for those calls (dials) made as minutes???) and the reception is horrible. He has called the international customer service number for them to check the line or towers and it did help some. Texting has made it easier for us to communicate with each other. When I called on Monday, April 9th, I was informed that when he changed the plan for his line that it affected all of our lines (the entire plan). I was NEVER TOLD THIS in fact I was told that it would apply only to his line! We have been lied to, misled, misinformed and very unhappy with the service and support we are getting from Verizon. We have been a very long time customer and in the entire history, we have NEVER experienced a bill this high or issue like this. If you check the overall average of our monthly usage for each line you will see that this does not make sense and we always still within our monthly plan??? I will admit that in the entire history with Verizon sure we have gone over a few times and I have no problem paying for that difference by $100.00-$200.00 (but this has only happened only a couple times). There is seriously a problem with this bill. Either the way the plan was set up for my husband’s line has affected the rest of our lines or it apparently has affected our entire plan of which again we were never informed of this. I mean take a look at our overall monthly averages per line for usage on voice. My husband’s line always does not have the majority of the minutes used due to his work and travel, however, for myself and my daughter’s line I have never, nor did my daughter use these many minutes. We have unlimited texting on all of our phone lines and that is how we do the majority of our communication besides our family has Verizon service. Shouldn’t this be free?!!!! This bill needs to be adjusted ASAP!!
I called Wednesday, April 11, 2012 and spoke with Lisa to check the status of the investigation and she stated that she is showing no updates at this time. She advised that if I don’t hear anything by next week to call back.
Today is Monday, April 16, 2012 and I still have not had a call returned to us regarding this matter! I am so sick of being lied to time and time again by different customer service reps or for that matter that has not been trained properly on Verizon’s company policy!! Every single time I speak to someone, each rep tells me something totally different about our plan than the last rep we spoke to!!! I am tired of not having my phone calls returned. We have been absolute loyal customers to Verizon for 10 years plus and I am over this kind of unfair, unjust service from this company to the point that we want to switch and I am looking to report them as well as talk to an attorney!

My experience with Verizon so far (it's been a month) has been awful... If I can give any advice do not sign up for Verizon if you haven't already... I will be telling everyone I know. Good LTE coverage does not excuse treating your customers like s***!
The overall business practices of Verizon are shady and deceptive. The poor customer service reps get caught in the middle (I'm not blaming them...)
When I bought my phone, the sales person in the store added an extra $35 fee. When I called back later to ask what extra fees they charge in the store they said none !? Now they're looking into it... Also we had our old phone numbers ported over, so they issued us temporary numbers... Which we ended up being charged for a full month of service on even though we had them for less than 24 hours! In addition we were charged for a full month on our ported lines (double charged)
I think they do this sh** on purpose and hope you won't notice. Shame on you Verizon. I will leave as soon as my contract allows and never be your customer again for life!!! I will also spread this far and wide. May you fail miserably!

Verizon wireless customer service and the iphone 6

I just upgraded to the iphone 6. It is a nice phone. Fast, sleek, seems more durable than the reports of it bending etc.
(Knock on wood).
The biggest problem I have is VERIZON. Having been a customer for well over a decade, I was annoyed that I had to pay them $30 to sign a two year contract to give them money in exchange for service. Why the fee, I ask?
"Because everyone charges a fee". Cool. There is also a cliff right over there.
The customer service agent was polite and offered to offset this charge on my next bill, and to go ahead and pay this fee on top of the $300 for the phone. I did. And signed the next two year contract. Did he give me said credit? Nope. When I asked the next customer service agent of this, she said "we don't do that". When I asked Brandy, a supervisor, she also stated that this cannot be credited. Convenient timing as I had already signed the contract. I don't like giving money to companies that trick people out of money. I think I have out grown Verizon. Or Verizon's customer service has outgrown itself.
Regardless, it's the principle. Getting lied to and treated like a sucker doesn't feel good. And I paid money to have it done to me.
Thanks Verizon!

Bluevelvet, I'm sorry you feel this way. Although it was a difficult decision to implement the upgrade fee, we did decide that doing so would allow us to continue to provide savings to our customers. While a $30.00 upgrade fee may not sound like savings, the savings comes in the form of being able to subsidize our devices with contracts. Additionally, the upgrade fee can be avoided with Edge since the device is not subsidized.
You mentioned purchasing an iPhone 6. I'm glad to see that you are happy with the design and performance of it. Normally, the iPhone 6 16GB (I'll use this for an example) is $649.99 for full retail. With the larger memory and different model, it's even pricier. By charging a $30.00 upgrade fee, we can subsidize this cost for you in exchange for a two year contract, so intead of paying $649.99 out of pocket, you only have to pay $199.99.
I do want to review the offer that was presented to you. I have sent you a direct message here. Please reply to the direct message.
AndreaS_VZW
Follow us on Twitter @VZWSupport

Going back to Comcast--Verizon poor customer service

Well, I'm going to have to terminate Verizon FIOS. I switched from Comcast, thinking the internet speed would be higher and overall service would be better, but so far my experience with Verizon has been terrible. Although (according to my contract) the fiber optic line would be run underground to my house prior to installation, it was not. In fact, on the day the service was installed, there was no cable so there was a delay of several hours waiting for a cable drop to the house so installation could proceed. A cable drop means the cable was run to the house above ground. Since the installation on April 1 (yeah, I know) Verizon has "promised" the cable would be buried on 5 different dates. Each day came and went, with no cable burial. Furthermore, there was no call from anyone to let me know the cable would not be buried on the day as promised. This has been a problem, because they require our dogs to be kept out of the back yard so they can do the cut over with the buried cable. This means we either had to stay home so we could confine the dogs when the installer showed up, or keep the dogs locked in the garage for several hours if we had to leave. Don't bother calling their tech support line to resolve the problem--their standard response is to say they will contact the department that schedules the in ground installation and I would get a call back withing 24 to 48 hours. I've been told this 3 times on 3 different occasions, and never had a call back. Yesterday I was told that the contractor would be out today to bury the cable, and they even had a work order number to confirm the appointment. Nobody showed up today, and no call back.
Now, Comcast may not be superior to Verizon FIOS, but in the 2 years I was with them they never lied to me. Verizon has lied to me (unintentionally, perhaps) at least 5 times so far, and no one has ever had the courtesy to contact me when an appointment was broken to let me know it would not be kept.
I plan on terminating the agreement with Verizon and going back to Comcast. According to my contract, Verizon was required to install the FIOS cable to my house--prior to installation--in the same manner as the copper wire; aerial or buried. Well, the copper phone line and Comcast cable are underground, but the FIOS cable is still lying on top of the ground. Breach of contract.
PS--although the service I signed up for promises internet speed up to 10 Mbps, the fastest I've seen so far has been closer to 5. Comcast was faster.

A poster wrote: "IMO all these Unions & Contractors should be gone. "
The unions have nothing to do with this...let's keep the blame where it belongs. 1) unethical, unreliable, and unresponsive contractors, 2) lack of oversight from Verizon, and 3) unresponsive, no follow up/less than stellar Verizon customer service.
Verizon...or better...Ma Bell....was at one time THE BEST SERVICE PROVIDER BAR NONE. That sadly has gone the way of the do do bird...They've dumbed down their techs, compartmentalized their "mindbank". There are very few techs who know more than "one thing" anymore. When companies slash budgets to remain competitive...invariably customer service and repair suffer...
I too have some issues with Verizon's customer service. I was a land line customer for well over 20 yrs until I had a repair issue and was told on 5 different occasions that a repair tech would be out to do the repair...they never came...they never called. My screen name is dtmfman...for anyone who doesn't know it means dual tone multi frequency...in lay terms...dial tone....Yes I've been a voice person for well over 30 years....so after 5 missed repair visits and no calls....I disco'd my land line service and now use only my cell. I'm sure at the time they (Verizon) probably thought they wouldn't miss my $40+/month income....but more and more people are fed up with poor customer service and have followed my exodus.
Back on topic...Yes sadly the buried cable issue seems to remain a big problem for Verizon. It happened to me. But..I have to say...once it did get resolved....I haven't had many problems...I too was a comcast customer...but I would NEVER go back unless Fios was discontinued...or they finally have competition in the "fiber to the house" arena.
Right now...my issues are questionable data transfer speed....and of course less than stellar customer service...
Good luck....
Message Edited by dtmfman on 05-06-2009 05:00 AM
Message Edited by dtmfman on 05-06-2009 05:01 AM
Message Edited by dtmfman on 05-06-2009 05:02 AM

Verizon Wireless Customer Service Complaint

I want to either file a complaint for the horrible customer service I received from a Verizon customer service rep and manager or learn how to file one. I just transferred from AT&T 2 weeks ago and I am already regretting it. I cant seem to find an email to be able to do this. If I dont hear from anyone with Verizon Wireless, I will just let T-Mobile buyout my contract or anyone that wants to buy me out. Kathleen KBG Verizon Wireless Customer Support
Thanks.

Dear Verizon Customer Service
On the 3rd of October I came into the Verizon Wireless-4G store on 8726 S Sepulveda Bvd Ste C, Westchester, CA 90045 where I requested to set up a new account with Verizon and pre order a new iphone 6. The employee (Michael) who set up my account, copy pasted my address from my drivers licensee without verifying with me if it was my current address. After completing my order, I signed the contact only to find out later that the incorrect address was used. So I walked into the store a couple days later to notify your employee (Michael) that the address was incorrect, but he assured me that it could be easily changed once my phone was delivered to the store and my service was initiated with Verizon. Finally on the 21's of October, when I came in to pickup my phone and complete the application, (Michael) who had initiated my application was not present, so your employee Steve Martinez was left to complete my application. From the beginning he was not only very rude, but seemed unwilling to help me, mentioning that I should wait for Michael to continue with my application, but due to my limited time, I asked him to continue with the process. When I told him that I wanted to update my address, he told me that I would not be able to do that without a proof of address. So due to my limited time, I told him to continue with my old address, and I would switch it at a later time. He denied this request, stating that he would not continue with my application until I gave him proof of a different address. I pleased with him to help me figure out a way to solve this problem and try other options, but he absolutely denied all of my suggestions or requests, stating that the only way he would continue with my account was if I provided him proof of my recent move to a new location. Following this exchange, I tried to contact customer service for help, but they notified me that the only person that could help me at this time was an in-store representative Steve Mendez because my account was not yet active. No matter how many times I asked for his help, Steve refused to continue processing my account, going so far as to say that If I wasn't happy with his service, I was welcome to a full refund and removal from Verizon service. Extremely unhappy, I left the store and took a taxi to my rental office in order to obtain a copy of my lease agreement. Finally after almost two hours of transportation, I returned with all the requested paperwork, and found that (Michael) who had initially started my account was present.
At this time, Michael notified me that not only did I not need the extra paperwork to complete my order, but that he only needed my old address in the first place to initiate my account. So after couple waisted hours and 43.51$ dollars of taxi expense, I was finally able to complete my Verizon application with Micheal. As a new Verizon customer, I am very disappointed with the level of customer service I received from Steve Mendez, who seemed more willing to transfer me to another company that work with me to figure out a solution to my problem. I had looked forward to starting service with your company, and it is unfortunate that my first experience with your employee's was such a poor one. In response to the recent incident, I would ask that my account be credited the 43.51$ that I needed to spend on transportation moving back and forth to retrieve a document that was not even used to setup my account. I can send receipt as a prof.
Sincerely, Sonja M

Disappointed, can no longer trust Verizon for customer service

Looks like I'm not the only one disappointed in Verizon's customer service, I've already seen a number of complaints on forums and this website itself.
I'm writing this "discussion" in efforts to get something done about Verizon's customer service. Yes, I know there are good customer service representatives but also there are bad representatives that can definitely bring it down for customers like myself.
I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which sucks because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
Verizon needs to do a check up on their customer service representatives and work on getting the window of communication open and seriously attend to the needs of customers because they just lost one customer who has been with them since 2008

I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
Crack voided the warranty, hence the 299.99
The rep made a mistake by judging this as a phone that could be exchanged by warranty, when it wasn't. Plus he / she should have informed you about the fees that do occur when / if the phone seems to be physically damaged.
How did you know the phone had a crack?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which ***** because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
In this case you could return the phone and use the $300 or even less to purchase another phone of contract (third party sites).
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
This would be the best option in my opinion as you'll get a great phone for discounted price
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
That problem is solely based on the store, and who manages it. Same goes for every other business out there.
Same goes for the Customer Service line.

IM PUTTING IN THE REDEMPTION CODE AND ITS TELLING TO CONTACT CUSTOMER SERVICE THAT MY CODE WASNT ACTIVATED

IM PUTTING IN THE REDEMPTION CODE AND ITS TELLING TO CONTACT CUSTOMER SERVICE THAT MY CODE WASNT ACTIVATED

Try here:
iTunes Store: My credit card's security code or zip code does not match my bank's records
For a standard iTunes account you need a valid payment method even for a free app. You can however create a new account w/o a CC:
Creating an iTunes Store, App Store, iBookstore, and Mac App Store account without a credit card

Calls and emails from Verizon

To {edited for privacy}, head of customer service in Tampa office
This isn’t about phishing per se, but I cannot seem to find an e-mail for customer service at Verizon…only “chat”.
I received a robo-call & VM last evening ON MY CELL PHONE from {edited for privacy}from “Jane” at “Verizon”. She reminded me that I must return my equipment or face additional charges on my next billing statement.
I received my return box on 7/23/15, and mailed it back to Verizon on 7/24/15 at 1:06 p.m. I will add that the box was mailed to me from you on 7/20/15.
I keep on getting e-mails from Verizon that will not allow me to respond via “reply”, so I called, and spoke with a CSR named Frankie yesterday (7/28/15). She tells me that Verizon has 30 days to check in returned equipment. Why all of the e-mails then? You want me to “return all equipment promptly”, or face $650.00 in additional charges, but you have 30 days to check my prompt mailing in?
Let me get back to the robo-call…{edited for privacy} is the phone number to a place called OnProcess Technology…they act as your/Verizon’s “repo-men” for equipment. I do not have to guess where they got my cell phone number from, {edited for privacy}
It may not be a serious issue to you, {edited for privacy} but it is serious to me. When a huge corporation like Verizon feels free to bully a customer to return equipment that is property of Verizon, and that customer has complied to the request, then be done with it. Your own CSR tells me YOU have 30 days to check it in, well, stop calling me on a number that I have repeatedly told you all NOT to use, and stop e-mailing me.
I hope that I do not have to take this to the next level, {edited for privacy}
If I receive one more call on my cell, that will determine my next action.

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 in the middle, right at the top 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.

CSR's lack of integrity and total lies

Hi,I wish to share this so that others who are even thinking about signing up with Xfinity then you think zillion times before you do so. I signed up for Xfinity earlier this year. Last month I wanted to try their TV+Internet bundle. Before signing up CSR told me over chat that I will be able to revert back to my Internet-only package with the same price if I cancel within 30 days. I called customer service today to cancel the TV, but shockingly was told that I CANNOT go back to my previous package because there are no current offers for internet-only package. Heck, I don't care whether there are any current offers or not. If I follow your rules then I should be able to get what I was promised. This is just pathetic and very very frustrating. BEWARE before signing with Xfinity. Good luck! Update: 7/8/2015 - Surprisingly, the retention department cannot put me back to the old package/promo even though I am within 30 days and that my billing cycle (I think) has not closed. I changed back to Internet Only package but now I am made to pay normal charges even though I told CSR I am ok if you have to restart my yearly cycle. I tried to be as cooperative as I could.

nu2xfinity wrote:
I called customer service today to cancel the TV, but shockingly was told that I CANNOT go back to my previous package because there are no current offers for internet-
Sorry to hear about your issues with Comcast. I let a Comcast employee from the corporate office know about your issues and have requested that they reach out to you. If you don't hear from anyone soon, let me know.

How and where to file complaint against Verizon's customer service?

I hate it that I had no one to give my business to other than Verizon in my area.
I've had Verizon in early 2000s when FiOS was first available in my area, but the speed sucks so I was better off switching back to dial-up.
Many years have passed so I thought I would try Verizon again as I've heard good things about them. I signed up for the bundle service in 2012, and it's been an internet living hell when you're paying $140 every month and had to struggle daily to get connected onto the slow internet that takes 3minutes to load Google search page if you're lucky (my plan is 50/25).
I've had no internet connectivity on the 2nd floor of my house and I've contacted Verizon many times about it.
First time I'm told the router they provided could cover 100K range, so the problem might be the internet speed. I naively believed them and upgraded my service and got myself locked for another 2year nightmare.
Second time I contacted them I'm told their router could only provide good connectivity if you're within 20ft range. Intersting enough the tech who first installed the modem placed it at the farthest corner of the home that's tucked away from the rest of the house. I already told him that the internet sucked when I had Verizon FiOS when it first came out, but he said let's try place it there. So I think it's only reasonable to have Verizon to send someone to check and see if relocating the modem would solve my problem. The rep told me that can be done at a $154.98 service fees, all the same time does not guarantee that the internet issue will be fixed.
The online customer service person I spoke to has shown no regards on HELPING me to SOLVE the problem; she sounded like she just wants to set up an appointment, collect the service fees, and be done with me. This is not the kind of customer service I expect from a respected carrier. I'm just a frustrated user who wishes the service provider could provide some kind of assistant on helping me utilizing their product. The customer service reps I spoke to has reflected poorly on Verizon, and it certainly tells me you guys don't care about your customers since I'm already trapped in a crappy contract, which you'll get the monthly fee or the termination fees, one way or another. Also, your reps are giving out conflicting and false information. And I'm left on my own to figure out a way to deal with this internet mess. I will be an advocate on the bad experience I've had with Verizon, and as soon as other companies start offering high speed internet in my area, I'll switch in a heartbeat and encourage all my neighbors and friends to give their business to someone who might care a little bit more about their customers.

I feel your pain. That is why we left them ............could not stand the poor customer service either. By the way, we have netflix. Although we had the step up internet connection, netflix was frequently buffering, ot the point that it was not watchable. When we switched over to a known long island competitor, netflix operated like a rocket. So that means I was paying for faster internet connection and getting much less than I paid for.
Good luck.

Very fed up with Verizon Wireless customer service, wanting to cancel?

Let me start by saying I've had Verizon since it was Bell Atlantic Mobile. As a current customer I have 7 phones and a hotspot, my monthly billing is somewhere in the neighborhood of $600 a month, my service has never been turned off for non payment. I know in today's wireless this doesn't make me a special customer, if anything just a good customer to have if you are lucky enough to have me.
I only call into Verizon customer service when I need something. Not want, not to complain, only need something. Lets give some examples. I received a $3,000 bill in the mail that had a ton of international LD charges on it. So I call into Verizon because me nor my wife knows anyone in the Caribbean. Not one to jump to judgement I politely called my wife first and asked if maybe she had a pool boy that went home to S. America that she was keeping in touch with, she assured me that she did not so then I called VZW. It ended up being fraudulent activity that I spent a good deal of a day or so ensuring they were going to credit it off, and to VZ credit they did. As annoying as that it, I understand that it happens. Lets rewind to my previous phone call a month before this happen.
I added my wife to my plan, and my rate actually remained the same with the new plan (we won't complained that obviously that means I was over-billed for maybe two to three years if I can add a line and the rate is the same) so I was happy. What I wasn't happy about was when I added her onto my plan I saw my upgrade date had been moved from 22 mo (which is what I agreed too, signed for, and used too) to the full 24 mo. Calling into VZ customer service I just wanted what was fair, the ability to upgrade at 22 mo. After being told no, hung up on by a supervisor (accidentally I'm sure) while they "researched" my current, 7 line $500 a mo account, and then calling in a finally getting someone who gave a rip, they told me I would manually be allowed to upgrade but I would just have to call into customer service and not go into a store. To me this was fair, but again a good hour wasted trying to receive what I deemed fair to myself.
So, ff to after the $3k bill, which occurred after seeing my upgrade date changed, while my pregnant wife is out, and I'm at work I attempt to call her and I receive a fast busy on my cell. I message her, same thing. I log into my online account to see if I have forgotten to pay the bill and its paid, however I see my two devices has been changed from my i phones to some old Samsung phones. Unfrigginbelievable. Some one, some how, has swapped my phones with someone else phones. Once again I check with my other lines to see if something happened accidentally, I was almost sure one of my sisters (one of the 7 lines) had went into a store and screwed up the account. I called both (I own an ATT iphone as well) and neither has changed anything. I then called VZ from my ATT phone and ask them WTH happened? Being a former telecommunications rep I ask all the relevant questions (can you give me a location id where the change was made? Was it online or a store? etc), after being blamed of changing it myself, I finally got my original phones turned back on for my wife and I. However I then address the obvious with the representative, "honey your customer accounts are being hacked, and it's serious, I've been hit twice in three months." Knowing this rep is on the bottom rung, will probably mention it to her supervisor who won't do anything about it, I also forward a suspicious text to VZ fraud dept as well. While on the phone Im assure this won't happen again and for "safety and security" we changed my verification password.
So lets count, we have my account hacked once and my phones swapped, we have my numbers hacked and used for LD calls to the tune of $3k, and we have me adding a line and seeing my upgrade date has changed. This is from July to DEC 2013
FF to 2014 Jan, my father is concern about his hotspot usage and would like to know why he keeps coming close to usage. After explaining to my dad he shouldn't be using his ipad to view anything on NFLX he assures me he is not. So I call in to verify what line is using up all the data usage on the account, when asked to verify my code, you know that code we assuredly had changed a few months earlier, Im told I need to go into a store and show ID. Not sure about everyone else but I don't really like near a corporate VZ store, and secondly I can verify my SS, address on both accounts, all MTN's, when the phones were activated etc. Yeah I just don't have the verification code that you guys supposedly changed after I requested a specific code since my account has been HACKED 2x in 6 mo. Oh yeah, ALL I WANT IS USAGE ON MY ACCOUNT to see who's hogging the data. Sigh. After reasoning with the representative (and threatening to take the day off to escalate this up to the call center director if I need to so I can find out who is using up the most data) he gives me this information, and finally corrects my pass code. I apologized to the rep because I know he's just doing his job, but at this point every time I need something simple from VZ it's an act of congress.
So lets go to what is the final straw for me, my wife and I welcomed our first child into the world on Feb 7th. On the day we took him home it was raining pretty bad and her phone dropped and basically became water damage, once I had time to call in I was simply going to upgrade my line (remember that promise to upgrade manually if I call customer service) and switch my phone to hers. Well I call in an after not finding the note (on hold 15 mins, then once the nice young lady came on line she had me on hold for maybe another 5, and her advising me of all she couldn't do), they finally locate the note that I am allowed to upgrade and bill my phone to my account EXCEPT an iphone. Not to sound like a pretentious apple whore but everything I use is aapl. Two laptops, one desktop, 3 iphones, 2 ipads, 2 ipods and a partridge in a iphone tree. Yeah Im that guy. At this point I tell her (VZ customer service rep) of my last 6 mo. with VZ and at this point, Im beyond frustrated. My wife needs a phone and Im supposedly allowed to upgrade yet again VZ is telling me what they can't do. Im not asking for a free phone, I just wanted to pay for a 64gb, iphone 5s, and switch my existing phone over to my wife number.
I ask the representative to just take ownership of this, I cannot spend hours on the phone with VZ every time I call in. At this point I wanted one of two things, either allow me to upgrade my phone line or just zero out the contracts on these two lines and allow me to leave. I have been more than patient and understanding with VZ. At this point I believe any rational objective person can agree, VZ and I need to break up at this point. Even the representative is in a bit of disbelief, she assures me she or someone will call me last night.
Well now it's today. Ball is in your court VZ. Im a good day away from buying the domain, www.VerizonETFclassaction.com, tweeting it at you, making it a comment page until some ambulance chasing attorney decides to make it a class action case. I couldn't care less about the money as much as Im demanding FAIR customer service to customers like myself that dealing with your nonchalant bullying. So I ask you, what do you think is fair at this point? Contact me directly. Thanks.

Well that's several minutes of my life reading this long post that I'll never get back....
I'll explain somethings to you. 1...This is not a direct message board to a vzw rep or higher who will read your post. 2. Yes, although things that happened to you are unfortunate, YOU have to take ownership of your account. Verizon does not babysit accounts. 3. Also due to high cases of fraud vzw does not allow I phones to billed to consumer (and possibly business) accounts. I never understood why cell phone carriers allowed phones to be billed to the account anyway. If you want or need the phone that bad pay for it like any other customer. If you can't do that and want to "break up" over it, be my guest. However any lines still under contract will be subject to a valid etf owed by yourself. 4. It was well publicized that upgrade dates would be changed going forward from date of said announcement. This was in bill notifications and print media. It's not Verizon fault that you may not receive a paper bill however if you log in your account you can regular see notifications.
congrats on the baby, sorry for the wet phone (again not a vzw issue)
See a pattern here?

How can I get some help with Verizon's customer service?

I want to preface this by stating that this is the first time in the 10 years in which I've been a Verizon wireless customer, that I've had a problem that cannot be resolved to my satisfaction. My issue started with a Verizon Wireless Stores in Bethlehem, PA. I asked one of the sales clerks for some assistance (which I now regret). My question to her was that I simply wanted to be able to connect my home laptop computer to the internet data on my mobile plan. Without even discussing the different options, I was "told" I needed to purchase a Mobile Hotspot Device (for $69.99, but just $20 after rebate!). I told the clerk I didn't want to have to pay an additional bill every month and didn't want something that wasn't absolutely necessary. She neglected to give me the more costly details, like the fact that it would require a 2 year contract on the device, and it would also cost me an additional $20 per month. She knew I wasn't really sure what the most cost-effective option was, so I trusted her knowledge. I even had my husband speak to her over the phone about the device, since he's more savvy about technology than I am. The clerk spoke with him the entire time she completed my transaction, and when she rang the sale up, she did not have me sign anything. She handed me the receipts, and told me I had 14 days to decide If I wanted to keep the device. When I got home and tried to use it, it would not connect to my computer. I took it to a local Verizon store on my lunch break one day and they looked into the transaction. They told me it was never put on my account; it was charged to someone else's account in error. I had to go back to the store where I originally purchased it. I wasn't able to get back to the original store right away, but I made sure to get there by the 14th day. It took two store managers to look at my account and figure out the error. They fixed it, but no one apologized to me for the inconvenience; they simply told me they could activate the device for me, or if I didn't want it any more, they would take it back (minus the $35 restocking fee). I took issue with the restock fee, because the store made the error by not giving me the full information at time of purchase, and then not charging it to my account so that I could try it out for 14 days. I was very upset that the manager refused to remove the restocking fee due to "policy" and that I "signed a contract" and I had to pay it. I argued that she should make an exception in this case, because I was inconvenienced. I told her if she valued my future business at her store, she would reconsider. She refused to budge and told me that I didn't need to shop in her store any more. I thought that was quite rude and insulting. So, I took all of my original receipts, along with the receipt that indicated that she refunded the $69.99 plus tax (minus the $35 restock fee). I left the store quite upset, but figured there wasn't much else I could say to her. Meanwhile, it's days later and my bill still shows the entire amount of $74 for the mobile hot spot device still on there. There is no credit for the return at all. I called customer service on my lunch break yesterday, and was on the phone for 45 min with a "Kendra R" to no avail. The entire call, she kept putting me on hold, and my bill was still not straightened out. When I asked to speak with a supervisor or manager, she said there was no one else available. Later that afternoon, I got an automated call (that left a voice message) from Verizon Customer Service to do a survey on my customer service experience. I did the survey and explained that my problem was not resolved and I would like a call back. No one has called me back yet, and I am stuck with no resolution to my problem. Now the Verizon store has the device back, and I still have the entire amount for it on my bill. Can you help me please?

Nope, it was a Verizon Wireless Store. I went in there in the first place because I trusted the Company for their professionalism, but I've been let down badly. I posted my story on here because I'm hoping to be able to get the attention of someone from Customer Service. It seems like the only way you can actually speak with a live person who knows what they are doing, is when you stop paying your bill on time. After you pay your bill, they transfer you to a poorly trained "rep" that has no authority to handle anything important. I'm actually a pretty patient person, but when it takes someone over 45 min mostly just to keep me on hold, and then tell me they can't help me, I'm not really impressed with their idea of customer service.

Very disappointed in Verizon Wireless customer service

I have been a Verizon customer for about 10 years. The customer service is now the worst it has ever been. I have an upgrade due and i wish to bill my account. They say I cannot because my account was past due ONE time in the past six months. Past due for probably around 10 days. They say this is the reason why. When I point out to them that this is not their policy they do not care, they refuse to let me bill it. Their policy on their own FAQ clearly states:
What determines if I’m eligible for the bill to account option?
The following requirements are used to determine bill to account eligibility:
You must have a standard monthly account* for at least six months.
The maximum amount that can be billed to an account per bill cycle is $400, and the transaction can’t exceed this limit for your current bill cycle.
Note: The limit includes pending and recent transactions billed to your account by phone, online or in-store during your current bill cycle, For example, if you purchased a $100 item in-store and billed it to your account earlier in your bill cycle, your online bill to account transaction can’t exceed $300.
Your account must maintain a good payment history. (YES)
The account can’t have been interrupted for non-payment within the last six months. (IT HAS NOT BEEN)
The account can’t be more than $24.99 past due. (IT IS NOT)
The account must be permitted to make payments online. (IT IS)
Your account can’t currently have a security deposit. (I DO NOT)
The phones on your account can’t be interrupted for suspected fraudulent activity. (NOPE)
You must be the Account Owner or an Account Manager in My Verizon and process your transaction from the Upgrade Device page.
No where does it state what they have told me. I have a good payment history, I have not been interrupted, I owe no money. As far as
I am concerned I qualify just fine but they refuse.
At this point its the princible of it, Would I like to upgrade? Sure! But I wont, just based on the fact that I should be able to bill
it to my account and they refuse.
My contract is up in November, I will cancel and i will go to another carrier because basically the customer service and their
refusal to abide by their policy and correct this has completely turned me off.

The good payment history, as Ann154 states, means payment on time monthly. Instead of voiding a customer's "good payment history" for a late payment six years ago, for example, they instead limit it to the past six months. And the six months to wait for good payment history to be restored begins on the day the late payment was made. The policy might not suit what you want, but VZW is adhering to the guidelines with every customer. Telephone agents aren't able to change bill to account status, either.

Why has verizon's customer service went so down hill

I have had 3 different discussions on the phone trying to get my billing cycle changed to something that works with my new pay periods.
The first person firstly was so rude and insulting and couldn't put the date to exactly what I needed for some reason. The second said something like "so you're not going to pay for your services" when I was asking her to explain what was happening with this extra charge she told me I was getting. She was very insulting again just like the one before.
Three calls and several hours of phone time later I spoke to a very helpful person that filed a complaint for me. I was very appreciative to his help and now I see that we should all do that when we run into these people.
But I think that possible these new rude and insulting employees of verizon may be pressured to be that way or over stressed? I've been a customer along with several of my family members for years and I never used to experience this kind of terrible customer service.
In fact, the biggest reason I personally kept verizon and got my family members to get it was due to their customer service. It used to be great and what it should be as far as I'm concerned. We pay a lot for these phones and they are overpriced as we all know so we should definitely get our money's worth with the phones, services, and customer service.
The finally irritation is the financial services department and how INCREDIBLY RUDE AND INSULTING they have been. I just got sat on the phone again for the 4th time this month and was asked to pay the past due amount of .... well, this amount is not actually past due! I couldn't believe it! I have a past due amount of 30ish dollars due to the change in billing cycles but she put in what is going to do on the 4th! I said that isn't due until the 4th right, and she just sat their on the phone.
Point of that is that I called and took my time 3 TIMES already to explain that the billing date that I needed, needed to be after the 3rd every month. Got it to be the 28th which means it's not late till the 4th. Not what I really wanted, but as close as they said they can get it. So then I have to go over that again with financial services!!!! If it's not due yet, don't be rude to me and ask me for my late payment!!! Actually don't be rude to me ever! So all they needed from me was $30!! That couldn't have waited until my bill was due?????????????? Seriously. I paid it no problem, but I can't believe that I actually received a past due amount call for the whole amount that isn't due yet in the first place or a call at all!!!!!
I'm getting SO disappointed in version!!!!!!!!!! I can't even believe how they are treating their customers these days.
I know they don't care that this one person is possible going to start with a new carrier as soon as possible. These are just people doing a job. I don't think they worry about their sales right now. I do have several people on my account and most of my friends have verizon, and we are all getting sick of this.   I think Verizon should re-think their strategy when training their customer services representatives and their financial services department. They are getting out of line in the way they speak to Verizons valued and long time customers. I used to be a big advocate for verizon too. That has been changing this year for absolutely certain.
Thank you for listing if you are. Thank you Verizon if you read this and help to do something about this increasing problem.

Here is my token to this issue.
I am Verizon customer for years…
In the past, I was upgrading my phones in the Verizon stores…
In the past, our basic phones and plans were not complicated. I had no problems with the devices, plans or services. I had no need to call Verizon Customer Service – lucky me. In 10 years maybe only 5 times I called them.
I can not compare if they were good in the past and now they are bad, or whether or not they are going down hill.
My most extensive experience with Verizon customer service I had last week, when I decided to upgrade my device and service, on-line. I have described my experience with Verizon and I posted last night in the community discussion: Basic Phones.
I understand your dissatisfaction.
I think the reason for this may be as follows:
-        More complicated technology in electronics
-        Many more devices
-        Worse quality of the devices
-        A lot more features to be learned
-        Insufficient training
-        Not enough dedicated staff
Of course, all the above do not justify bad service, undereducated or rude employee.
From the standpoint of psychology, people are starting to be rude when they are not able to give the right answer, or the customer will prove that they have no idea what they were talking about.
I feel that there is no general recipe for good behavior. From the customer perspective, I think we should get a good quality of Verizon service.
On the positive front – the good thing is they are in the U.S. We can hear them, understand the language and we are not exposed to the listening: “I apologize for your inconvenience”, which very often it is impossible even to stop the person from repeating this over and over. This phrase should be eliminated from the customer service vocabulary and replaced by something like this: “Sorry to hear, I will try to help you” (if they are really sorry and feel for us) without any repetition.

Lack of Integrity and Competence from Verizon's customer service/billing

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