Loyal customer leaving Verizon Wireless

I have been using Verizon since I got my first cell phone - not even sure what that was... Well over 10 years ago.  I stuck with Verizon as their customer service was outstanding!
In the past month I have called twice about my bill.  The first call they told me they would remove my overage charge as I had made a mistake with regard to dates. They said a supervisor would call me back if there was an issue.  No one ever called me back, and the charge wasn't removed.  So I called back, as I didn't want to pay until resolved.  I spoke with a representative who took off a much smaller amount & said that he would have a supervisor call me back to discuss the rest.  No one ever called.
Today I paid the bill - I may not agree with it, but I do have a choice - to look for a new provider.
Verizon - you lost a truly loyal customer.  And with more & more options these days, you will continue to lose more with the deterioration of your customer service.
Note - I would have reached out directly to Verizon, but since I tried that twice to no avail, and since they don't make it easy to submit issues via email or phone, I'm posting it here...

You read right. However the process is also in state consumer laws. I would have to research it on McKinneys
the process is any disputes regarding overcharges, bogus charges and charges in dispute will be handled as a collection if verizon sends it to Financial Security it is in collections.
Over 34 years ago I disputed my invoice with Cellular One. it was not a large dispute but they kept billing me after my dispute of the amount, they did not say why it was owed or for what just a dollar amount. Eventually I get a in house collection letter stating to pay up or dispute it. The other option was call them up to discuss the situation.
Since my dispute was already sent I need not send it again, I called and this very nice lady and I went through the account and my dispute and she was aware of the certified letter and she said I was correct. Take invoice, subtract payments and credits and it actually was they owed me money. Funny the creditor always thinks they are right.
If you read the back of your credit card agreement it also tells you how to dispute your charges and your bank does the same thing. Verizon is not above the consumer laws.
Even though its for debt collection, the certified letter dispute holds up in small claims court and in arbitration hearings. However the difference is verizon states your invoice must be paid while its disputed. This is not enforceable since it conflicts with Federal and State Consumer Laws.

Similar Messages

  • Will be leaving Verizon Wireless after five and a half years...

    Note, people with Verizon please listen and think clearly on this.  I have asked Verizon a question and I can not get a valid response.  My question is:  How can a person pay their bill on time (due date August 15th for instance) when their bill is coming up as being past due on August 1st?  Yes, I will be leaving Verizon Wireless services after five and a half years and I will not be returning EVER.  So people, please, check your bill carefully because it seems that Verizon's billing software has had a few 'glitches' lately and yes, that glitch was apparently corrected for a short time on October 9th (Tuesday after Columbus Day) but has apparently returned.  Apparently Verizon seems to be making too much money bilking people for being past due before the due date and I just can not continue doing business with such a 'money grubbing' company,  And so many 'promises' broken in recent times that I know better than to believe anyone in the company that says "We're here to help".  I know better.  Goodbye and good riddance and please don't ever turn my phones back on, I wish to have some sanity back in my life again and Verizon Wireless is NOT part of that sanity.
    <Discussion moved from Community Announcements to Verizon Wireless Services for more exposure. The Community Announcements space is not meant for such topics.>
    Message was edited by: Verizon Moderator

    My bill has NEVER come up as being PAST DUE before the due date ECXEPT for the 1 time several years ago when I forgot enter in the new expiration date on my credit card listed in autopay.
    Currently, my bill due on Nov 11 IS NOT listed as past due.
    My guess is if your bill says past due BEFORE your due date is because you did not pay all or some of your last bill.
    Bad news is that other providers will treat you the same way if you do this with them, too.

  • Loyal Customer Thinking About Leaving Soon!

    I have been a Loyal Customer of "Verizon" for years and was happy but recently i had a "Horrible Experience" my Droid X was replaced in 10-2011 and it voided a discount on 1 of my lines that i was getting for years.  I was told that i could no longer recieve the discount and that was that.  The discount was $6.00, but i guess the company would go bankrupt to continue to give me a discount that i been getting for at least 5 years. They are willing to lose a customer with a guarantee bill of $220.00 a month for $6.00.  Then i added a line on my family share account with an old phone just to find out 2 days later the phone was put on it's own plan.  I called back to correct this matter and the phone was then put on the family share plan, but the representative changed my plan somehow.  Due to verizon no longer offering my current plan it had to be sent to a special department to be put back on the account.  I then decided this is to many situations occurring back to back so i decided to look through my bills and see what my charges where from this past year.  I realized that a line i put a block on since 2008 was being charged for a 1 year for text premium services of $9.99 and 2 months $19.99. When i asked for verification of the block i was told i had blocked something else not that in 2008!  What else could it have been because i never blocked the internet or texting?  I was then told they couldn't credit me all my money back, because they don't go back that far anyway.  What?  I guess i'm suppose to keep paying for verizon mistakes.  So now my Droid X that was just replaced in 10-2011 is shutting off frequently so i decided to upgrade my phone, because a representative stated that my line was eligible for and upgrade.  I went to Best Buy on Monday to upgrade and was told i could only upgrade at "Verizon Wireless", because it's considered an early upgrade!  Am i not still locked in a contract for 2 years so why should it matter, a upgrade should be an upgrade and of course the phone is $100.00 more at verizon than Best Buy, so i see it's not about keeping your customers and making them happy it's now about how much $$$$ you can get out of me.  I am going to continue to get replacement's for both of my lines until my contract is up and looking for service elsewhere.   Very disappointed!

    First of all i probably have been a verizon customer longer than you and if you know verizon like i know verizon your taxes and fees change so if it's a $10.00 - $20.00 difference i usually  just pay it  and #2 I know what i put on the phone because this happened to 1 of my accounts back in "88" so speak what you know.  #3 I made my changes with a representative and checked my account  2 days later and that's how i was aware of the mistake the representative made. I never went over  a plan with a representative so why was the line put on a plan by itself since you know so much  about my experience!  #4 I also did all that you put up here opting out and everything and it's still  on my bill this month!  So once again talk what you know!  #5  As far as my discount this is  something i been getting for years i don't care what you don't get because i don't pay your bills  and verizon has promotions for different people, agency's and etc. everyday so everyone is not the   same so once again speak on something you know about. #6 When i was upgrading i went to an  authorized agent which was "Best Buy" so what are you talking about every phone and upgrade i  have done has been from Verizon or Best Buy not just anyone so once again speak on what you  know.   #7 anything i do i do with a "Verizon Agent" who recently has made several mistakes on my account and admitted to it.  If i'm calling and adding a phone on my family share how do my plan change?  You don't know because they couldn't answer it.  And last I want you to know that i am far from lazy so watch your mouth.  Don't get disrespectful, because you don't know me to call me out my name.  Verizon messed up and that happens,but don't quote on my comment being nasty when you don't know the facts.  I also received a $400.00 bill this month for there error not mines, due to a representative again not doing there job.

  • Open letter to Verizon Wireless Management and Customer No-Services

    After more than 10 years as a customer of Verizon Wireless, I have recently encountered several situations that have caused me to begin the process of changing my service provider to another company. Verizon has "zero" loyalty or appreciation of its existing customers; they have poor, and in one particular case, rude customer no-service representatives and policies.
    I purchased a new smart phone for my college daughter. Of course, activation of this new phone required the purchase of a data plan, even though she doesn't need or intend to use data services. (That's fine; I was aware of  this cost even though I believe it to be over-priced). In addition, they also required a $30 fee for signing a new contract. Seriously? Are you kidding me? A fee for the "privilege" of signing a contract with the big, powerful, arrogant Verizon? I don't want a contract in the first place; it is Verizon that wants the contract. They should pay me for signing a contract. I could understand a fee for a new account setup (not really, but it makes a little sense) but a fee for an existing multi-line, long-time customer where the paperwork is nothing more than a mere mouse click of  the "I Agree" button?
    So, the daughter gets her new phone with 24 months of data (for the low, low price of 25 months.... yea right). We take her old phone, which she has had for several years, and decide to use it on another of the lines in our family plan because it has a qwerty keyboard. Now, I learn that I have to sign up for a data plan to use this old phone on a different line. This phone has been in service for several years with no data plan but now I have to have a data plan to use it?  What the **** ??? I only wanted to use the phone for voice calls and a few texts. I have no need for data. This phone, an ENV3, is not well suited for data services anyway. (No, I won't be using this old phone after all.)
    Companies such as yours dream up  junk fees; this one amounts to $1.25 per month additional revenue. They do this as a way of increasing revenue while advertising a lower price, ie advertise $30.00 per month but actually charge $31.25. I suppose they all pat themselves on the back and start counting all the new-found money. The management is so stupid and arrogant that they do not realize what the long-term impact could be. In this particular case, the end result shall be the net loss of $250.00 per month in revenue. I know that you don't care; that is painfully obvious and clear.
    Well Mr. Verizon, you may consider this to be my official letter of resignation. Consider me gone, done, history. I don't need you, your arrogance, or your over-priced services. I currently pay nearly $250/mo to your company for six phone lines, four of which are "very lightly" used for calls and and a few text only. Personally, on my line,  I do nothing but make and/or receive an average of  two  3-minute calls per week. I put up with a lot of crap making my money; I do not have to tolerate any when spending it. I WILL be taking ALL my business elsewhere. Four of my lines are currently month-to-month with no contract. I will be moving these to another provider in the coming week. The remaining ones will be moved upon expiration of their respective contracts.
    Cheers

    Verizon has no obligation to respect your "loyalty." They do, however, have an obligatory fiduciary duty to their investors, hence the "upgrade" fees, "line access" fees, "regulatory recovery" fees, data plan "repuirements", and data caps, none of which are intended to buy YOU anything. They are assessed primarily to provide profits to them and dividends to their investors, along with a source of capital expenditure for their network expansion whose sole purpose is to attract more customers to provide more revenue streams to meet their aforementioned fiduciary duty to serve their executives and investors ever greater profits and dividends. And in this country, that is ALL this wireless game is about. EVERYTHING else, be it customer service, value of service, loyalty or anything else, is secondary. 
    And you think other carriers are any different? Nope. They all are in this for the exact same game, however they choose to play it, plan for plan, fee for fee. Sure, details differ, some plans might look more appealing and for some, prudent shopping around might even net some nominal cost savings, but all in all, they pretty much charge the same fees and require the same data plans, because that's where the big bucks are, and one way or another you will pay them or you will do without (which might be a blessing in disguise).
    I personally don't like this any more than you do, and I would favor strong federal regulatory oversight much as they have in Europe Latin America and Asia, along with homogenized network infrastructure which stimulates competition by allowing easy interoperability of phones and devices irrespective of carrier, but I fear it will be a cold day in hell before we ever see the likes of that here. According Republican thinking, that's just not the "American Way."

  • Verizon Wireless lack of respect for customer base!

    I have never, ever in my life as a customer of Verizon Wireless been treated with such distain as yesterday! From multiple CSR's to a Manager who flat out told me his hands were tied in his position. From the lack of respect to lack of responsibility! Being a 5 year customer who's $190.00 a month for my own personal line, to be led around blind is disheartening. I am eligible for an upgrade in about 6.5 months. Recently dealing with iOS problems and a rising cell bill made me want to look into the upgrades and what the best options for me be it with Verizon or elsewhere. Wanted insight regarding the Edge program and do some comparing. Too say the least, I did NOT get any of those answers. Even after being escalated to a manager, a day later, I am uninformed and surprised regarding Verizon's lack of respect for their customer base! This morning I tried locating some contacts for upper management for Verizon and haven't been very successful! Does anyone have any contact info to voice my lack of concern within the company before allowing their customer service reps and entry level management to let their core base of customers walk? I would be appreciative!
    -RWJ

    RSWJ4681,
    We do not want to see you go. I can assure you that we truly respect you and value you. What exactly were you looking for information regarding we your reached out to out customer service team? What did the Supervisor advise you that their hands were tied on? Please provide additional details.
    LindseyT_VZW
    Follow us on Twitter @VZWSupport
    If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

  • Loyal customer very frustrated with Verizon and Verizon wireless

    Moved to Off Topic board

    Early Edge works by having you turn in the phone on the line that is early edge upgraded.  You then start paying for the full cost of that phone over 24 months, sooner once you get to 75% paid off on that phone, where you can trade it in and start again on another phone, but you will have lost the money already paid up to 75%.  When you trade in the phone for Early Edge and then trade in the new phone for edging up, the phones must be in perfect working order with no damage of any kind.
    The money "saved" comes from being on Edge where, if the phone is on a plan with 6GB or more data, you save $25 per month on each Edge phone, $15 if on a plan with less than 6GB.  However, you turn around and put that $25 back onto the phone payment each month, so you DO save $25/$15 but you basically break about even on a 6GB and greater plan after the phone cost.
    BUT, in the end, if you get a better, more reliable signal from ATT, and you have an awful signal with VZW, you might consider a switch, but you'd have a large sum of ETFs at this point to cancel all 5 lines.  There are also special stipulations as to who and when one can Edge up or start Early Edge, such as 6 months straight on-time payments.
    Verizon Edge FAQs | Verizon Wireless
    Early Edge is basically just starting the Edge plan early, so the above page should answer a lot of the questions regarding eligibility. Be warned however, that there are a lot of people with issues who decided to take advantage of this program, namely the trade-in process of sending old phones back and then finding charges on their bill for phones that were "not" received at the warehouse.
    It is my opinion that you should not go this route, because if you have less than stellar service now, you are setting yourself up for possible frustration and another 2 years of disappointment.

  • How Verizon WIreless Deals With A Customer's Issues With A Flawed Device

    (link removed)
    Let me start at the beginning…
    I have had a bad history with phones during my 6 years I been with Verizon Wireless(VZW). All the phones I had with them always have some manufacturer issues. I either had to pay a deductible or was allowed to exchange it for free due to it still being under warranty.  I had to go through this 14 times in under 6 years. For the most part, Verizon Wireless has been very helpful with these issues & the amazing service they provided as kept me a very loyal customer. These qualities even lead me to sign up for Verizon FiOS over Comcast when I moved into my new apartment.
    On February 17th, 2014, I received my tax refund. Most of it was going to repairs for my car, but for a birthday gift to me, I wanted to upgrade my phone. At the time, VZW had a deal to trade in your old phone & upgrade to a new phone. Your trade in got $100 taken off the cost of your new phone. I thought that was a sweet deal since the phone I had, The Motorola Razr Maxx HD was my 4th replacement to replace my original phone from when I first upgrade my phone with a new contract 2 years ago, The Motorola Droid 3. The Razr Maxx HD was a good phone but not what I wanted, It did what it needed to do & the technology was steller. Just not my first choice in a phone.
    Since the Droid 3 was no longer in production, i always had to get a replacement phone VZW saw fit for me to get. Now with my contract up & my opportunity to get a new phone, I knew what I wanted   I wanted the Samsung Galaxy Note 3 now. It has so many amazing features, apps & it is the perfect phone for someone my size. I can easily text with it, I do not feel I will crush the phone holding on to it & all of the hardware in it is like nothing on the market at that time. I been researching the phone months before it came out & I knew once I had the money, this is the phone I wanted.
    So I went to the VZW Store ready to make the exchange and have a phone I wanted finally for once in nearly 2 years. I got there to be helped my a gentleman named Teddy. He was eager to help me. I told him why I was there & instantly got the ball rolling. My phone I wanted was in stock, I was able to get $100 from the trade-in promotion. HE also informed me I could get a free tablet by just paying the taxes for it, A mere $15 & The Note 3 was on sale. I could walk out this day with a new phone AND a tablet for $172! So I agreed to it & all I had to do was pay. Then the problems started…
    I was told I could not pay with my debit card. This was due to an issue of a returned payment. An issue I had with VZW due to their company in October 2013 in which they took 9 days to process my monthly bill payment to only return it when the funds was still available to complete it. So I had to leave the store to find an ATM to withdrawal the cash so I could purchase the phone & tablet. Once I came back, we tried to finish the sale. Now I was told I could not trade in my phone due to the fact VZW did not allow me to make debit payments because of their own error. I was told i could pay full price for the phone and I could not get the tablet. I declined & left the store.
    Very upset, I called VZW’s customer service line to formally complain. They could do nothing to help me since no one, not even a supervisor could fix these restrictions to my account. This made me more upset, so I went above their head & reported my situation to The Better Business Bureau(BBB). Within 7 days, a Manager From VZW’s Home Headquarters, named Brian (removed), finally called me to resolve my issues. HE apologized, removed my account restrictions & was sending me A Galaxy Note 3 for my troubles free of charge. I wanted the tablet too but did not care at this point. I just wanted a phone I wanted for once & I can do without a tablet. I never went out of my way to get one before & I was not planning to now.
    On February 25, I received my new phone. I instantly fell in love. The phone was the perfect size for me & it worked just like every review I read online said it would. Then on February 27th, the phone began to have charging issues. The factory charging cable that came the the phone began to have issues charging the phone, then not recognizing the charger at all. I called customer service to make a complaint. This is when I learned for the first time that The Samsung Galaxy Note 3 has a defect with it’s charging cable & charging the device. They told me I could either mail the cable for a replacement or try to get the replacement at a store. So I decided to go to the same VZW store to get the replacement.
    Once I got there, I had to wait in line for 30 minutes to finally speak to someone. Once I did, I was told they had no chargers in store. All that could be done was call Samsung & have a replacement phone sent to me. I asked what would I do for a charger until then & they said I could use the micro USB charger from my last phone to charge it.
    So I mailed the charger to Samsung, who said it would take 8-10 days to get my replacement. During this time, the phone began to now stop holding a long charge. So I again called customer service. I was again told to go to the VZW store to get a replacement charger. I went back to the store again to be told they could do nothing for me since I did not have to original charger. All I the could do was sell me a mobile charger for 50% off. Since i need my phone, I had no choice. I had to spend $30 now on a device to help my faulty one.
    March 6th, my replacement charger arrived. I was happy because now I can charge my phone with the proper charger & get a full battery life from it. That same day the charger had the same issues again. So i instantly took it to the Verizon Store to be told I need to call customer service for a replacement phone. So I return home to see in my mailbox is my VZW bill. The statement says my bill is $400! Verizon Wireless & Brian (removed) had charged me full price for my phone despite what he told me when he called me.
    I instantly called his office to only get his answering machine. I left a very angry yet respectful message explaining my disgust with what he & VZW have done since I got this phone. I said I refuse to pay anything until this issue is fully resolved. I then proceeded to file another complaint to The BBB. This time I would get no response from VZW. Instead i had to call and chat online with their customer service lines for over a month to have a REFURBISHED device, a replacement battery & a generic charging cable sent to me. My phone still has charging issues & I must travel around DAILY with my mobile charger to make it a whole day to be able to use my device.
    Verizon Wireless and Brian (removed) will not resolve this issue for me. Instead they have suspended services to my phone and are forcing me to pay the full price for the phone or having my service “permanently discontinued”.
    I am left with no choice but to pay this by next month. I need my phone for personal, business & emergency reasons just like everyone else. I can not pay this AND an early termination fee. Verizon Wireless has done nothing to help me & now I am stuck in a contract for the next 16 months with a company that has done this to me during the last 2+ months. I have a improper working phone and they get $400 for it and Brian (removed) gets his commission.
    Before I pay this bill, I am making one last complaint to The BBB & I am spreading my story across social media like wildfire, I am hoping someone at Verizon Wireless sees this. MAYBE they will do the right thing. Then again, they had the chance to & have not….
    Mr. Brian (removed) & Verizon Wireless,
    My Name IS Reginald (removed). Due to months of complaints you should very well know who I am. Since you will NOT help me, I have no choice but to play by your rules and pay you ridiculous cost for a phone despite the act of what I was verbally told. You & your company you work for have had countess times to make this right & you have not. I might have to be stuck in a situation like this, but the entire internet will now learn of your actions & how you treat people. Maybe this will teach you all how to properly treat your paying customers. Someone can still make this right. You have my number, but you would have to reactivate it to contact me though.
    Regards,
    Reginald (removed)
    Edited as required by the Verizon Wireless Terms of Service
    Message was edited by: Admin Moderator

        Reginald, We absolutely want to make this a better experience. Would it be possible for us to work together in direct message. Please follow us and we can get started.
    Sheritah_vzw
    Follow us on Twitter
    @VZWSupport

  • VERIZON WIRELESS PLAN CHANGES, CONTRACTS, UPGRADES - Lack of Customer Service!

    I have been 1 of your customers since August of 2006.
    I even own a 2nd phone line that I have been using since approximately 2002
    Most recently I had inquired with Verizon Customer service about upgrading my cell phone from a BlackBerry to a Droid Maxx (for one of my accounts)
    My first inquiry was with a Verizon Rep on the Verizon Online Chat on February 16, 2014.  I told her that I wanted to upgrade my cell phone from a BlackBerry to a Droid Maxx, and I inquired about my Unlimited Data Plan. She said I would “not” lose my Unlimited Data Plan even if I upgraded to a Droid Maxx.  I also asked about a Hot Spot, and she said that would be “included in my Unlimited Data Plan” at no extra charge.
    I called Verizon 611 later that same evening and talked live with a Verizon Rep, again asking and confirming the answers to the same questions.  I also asked about “throttling” if I went beyond a certain usage on my data plan, if I upgraded to a new cell phone.  He told me that I would not be limited to certain speeds and bandwidth, no matter how much I used my cell phone since Verizon does not throttle their customers’ data speeds (since Verizon had received so many complaints in the past for throttling,  so they do not do that anymore).  He also said there would “not be an issue with upgrading to a new cell phone and keeping my current data plan.
    A few days later, as I looked further into upgrading my device, and trying to make a final decision, I again called Verizon 611 – Customer Service.  But this time the Verizon Rep that I talked to contradicted the other two Verizon Reps info because he told me that I would “lose my unlimited data plan” if I switched to a new cell phone.  He also said if I made any changes to my plan, I would lose my Unlimited Data.  He said there would also be an additional charge for a Hot Spot.  I asked about bringing on a 2nd person to my plan, and keeping Unlimited Data on one of the phones, while having a 2nd data plan package for the other phone for the additional person. He told me the Unlimited Data Plan would only apply to the Original phone on this account and the original phone number.  But if I added a 2nd person/phone to my account they would “not” have Unlimited Data since the new (2nd phone) was not grand-fathered in to this current plan that I had with Verizon.
    Finally I decided to go in person to visit a Verizon Store.  When I went into the Verizon Store at Jantzen Beach, North Portland, Oregon, the Rep I talked to said she had been with Verizon for almost 8 years. She said all of the info that the other “3” Verizon Reps had given me was “not” accurate.  At this time, I learned that “ANY/ALL changes to my plans would immediately make me lose my Unlimited Data Plan.  And the ONLY way I could keep this plan, would be to buy my own cell phone (at full Retail cost) and have it added to my account.  And that if I tried to add a Hot Spot, it would cost additional money outside of my data plan.  Also if I tried to add a 2nd person/cell phone to my existing account that I would immediately lose the Unlimited Data Plan.  I was not allowed to change my cell phone#, add any additional user or cell phone, or upgrade my device without losing my Unlimited Data.  She also said maybe I was told something different by the 611 Customer Service Reps because they have authority to make changes or exceptions to plans, and that normal Verizon Store employees do not have authority to make the same changes.
    My complaint and question to Verizon is…..WHY do all “4” Verizon Reps have different explanations, advice, rules, etc…when it comes to something as simple as upgrading to a new device and wanting to keep my current plan?  To me, the rules and explanations should not vary day to day, and depending upon who I talk to?
    I was originally an AT&T Customer prior to 2006 and I switched to Verizon.  This is my first real experience with HORRIBLE customer service and deception from Verizon!
    IF I had made any changes when I initially or immediately after I inquired via the Online Chat, I would have LOST my current data plan!  And then to tell me that I need to go out & buy my OWN phone at FULL Retail price If I want to keep a plan that I’ve had for years now!!!
    How much money have I already paid to Verizon in Monthly usage charges since 2006 (for almost 8 years now)??? And you want to reward me for this loyalty and being a Long time customer by cheating me out of my current plan, or trying to deceive me with false promises that I won’t lose the plan?  And then when I finally do want to upgrade, you will take that plan from me? And even after being a customer for 8 years with one account and almost 12 years with my 2nd Verizon account (that I listed at the beginning of this letter), you won’t even offer to give me a free device or a discounted device for renewing my plan?  NOW I need to buy my own phone if I want to continue on with my current data plan?
    None of this makes sense, and I have now been told “4” different versions of rules, exceptions and Plan change policies by 4 different Verizon Reps!  They ALL work for the same company --- Verizon Wireless --- so they should ALL have the same answers and rules, right?  I really feel nobody is being honest & upfront with me about this, and I am seriously considering moving back to AT&T Wireless.  As at this point, Verizon wants to do nothing to reward me for being a long-time customer.  I’m beginning to feel that the goal here is to deceive me and cheat me out of my Unlimited Data plan. 
    What can you do to make this right?  I know you must have record of the Online Chat and also you record 611 Customer Service calls too? How can you explain why all “4” of your Reps have different rules and explanations for Verizon phone plans? 
    If I do not receive an acceptable response to this letter, you can count on me moving back to AT &T Wireless.  I will also tell all of my Friends & Family that are currently with Verizon about this negative experience.  In the past I have encouraged others to move to Verizon Wireless, but now I no longer feel that is good advice for anyone. 
    My boyfriend who “almost considered” switching his service to Verizon, is now seriously considering the integrity of Verizon.  He works in Information Technology with large corporations and will also pass this story on to his business associates.
    I look forward to your response and explanation.  I feel that after my long term loyalty as a Verizon Customer, I deserve much better treatment and honest answers from Verizon.

    cheralin333 wrote:
    I find this all very interesting that the 3 responses I got to this post are ALL defending Verizon jacking around a long time customer.  I would almost venture to guess that Verizon hires people (probably in India & Pakistan) to read their forums and defend whatever they do to their customers.  How do I become the bad person for wanting good customer service? How are they in the right for trying to be deceitful.  None of their Reps had the "same story or info."   NOW I have 3 responses from "supposed PEERS" or other customers in the Verizon Community.  But instead of rallying with me as a customer all 3 are posting comments like they "work for Verizon."   And even Ann's response contained info that I already had in my original post.  And this last post from pherson knocks me for not being loyal?? I have been loyal for over a decade but why would I kiss up to anyone that is trying to make me take it in the shorts???  I'm convinced you are all making minimum wage from Verizon to read their forums and defend their ridiculous practices.  Go find a real job.
    No one is "defending" Verizon. We are telling you that
    A) No one from Verizon corporate will see you post
    B) Even if they did they are not going to change policy because 1 customer or a few or 1000 or 10,000 threaten to leave.
    So there is no point to your rant. It was waste of time. The people you intended it for aren't going to see or care. Also the FCC, FTC, BBB, etc etc are also a waste of time. The only thing you can do that you have power over is to speak with your wallet and go elsewhere. That would be FAR more productive than what you've done here. I still don't get how people think that because they made a post on a messageboard they can change things. Like people haven't been complaining about this for literally the last 620 days. How's that worked out so far?
    Oh and I SHOULD report your post that is full of insults. Next one I WILL. How is that for a threat?

  • I have been a loyal customer for years and have a hot spot because internet options are very limited in our rural area.  I have stayed with 10G since the beginning.  Most months I don't use the 10G.  Verizon has no problem with me paying for Data I don't

    I have been a loyal customer for years and have a hot spot because internet options are very limited in our rural area.  I have stayed with 10G since the beginning.  Most months I don't use the 10G.  Verizon has no problem with me paying for Data I don't use.  This month my daughter comes home from College and she accidentally uses 24G.....14 over get blind sided with $140.00 in overages.  I called Verizon today......stopped in to the store today......My neighbor told me they waved charges for her one time.  Lots of charges.....But I'm am getting no help.  Not even an offer of a payment plan to help me out.  I went back just 6 months and I have over paid for 19G.....Seems like they would like to help out their loyal customers!!!!     Does anybody have any suggestions on how to deal with them?   We are not wealthy....or I would just pay this and walk away......

    There is a big misconception in what customers believe a cell carrier is obligated to do.
    You pay a set price to use up to that amount of xx data. It makes no difference if you use it to the paid limit or way under. Its like peace of mind when you don't have to worry about a data counter.
    Your daughter used the data, your plan is quite clear of what overage charges are. Why should or would Verizon wireless just forgive the charges because you are a customer? Your daughter used the data, get the money from her. That is the responsible thing to do.
    There is no "I have been a loyal customer so please remove the $120, or $250, or $2,000.00 since I did not mean to use it"
    Your electric company, or gas company or any other company does not remove valid charges. Why should Verizon wireless?
    Just pay the invoice and don't think you are being mistreated because Verizon is a business and not a charity.
    Good Luck

  • DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD at Verizon Wireless.

    DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I’VE EVER HAD at Verizon Wireless. I have been trying to return my Iphone 5S for the past week.  I’ve been to 3 different Verizon Wireless stores in 2 states and have spent countless hours trying to get the return processed.  The Verizon Wireless IT system is literally INCAPABLE of processing my return. I purchased an Iphone 5S under the Edge plan.  I traded in my old Iphone 4S and was given a gift card.  This gift card went towards the payment of the first month of the Edge plan, the tax on the 5S, and a screen protector.  When I tried to return the device after 1 week the system literally could not process the return in multiple stores.  A call was put into the operations department on my behalf 5 days ago and I haven’t heard anything back.  I am not looking for a handout or a freebie I just want to return my phone as I am allowed to do under Verizon Wireless’ terms and conditions.  Today is the last day of the 2 week return period although I was assured by a store manager that this will not apply to me due to my situation but I am skeptical given the situation.  I would like to get this resolved ASAP.  I am incredibly frustrated and disgusted and if/when I am able to return this device I would strongly consider leaving Verizon.  I would think the largest carrier in the country would be able to process a simple return.  This is totally unacceptable. 

    Hello cmc29,
    I would like to truly apologize for the state of affairs you’ve found yourself in, as it’s never fun to be without a washer (or dryer) for any length of time. For me, laundry just seems to appear overnight, and I can only imagine how daunting of a task washing all of it would be after watching it pile up for a few weeks.  I’m sure it only complicated things when our appointments continuously fell through for various reasons, and I’m sorry for the aggravation this added to already frustrating situation.
    When your delivery day arrives, you should receive a call from us to narrow down the time frame to a 2 hour window.  This is done because our delivery agent’s schedule isn’t fully determined until the day of service as our customer’s needs may change prior to the delivery date. These routes are then best optimized to fit the appointments scheduled for the day.  After looking through your delivery date for your dryer, I see that your slot was from 5:30 to 7:30. Something was clearly miscommunicated if you thought otherwise though, and it’s even worse to hear that it arrived in less than pristine condition.  Please know that I’m looking into this to see what options we may have to fix this.
    Upon review of your order, I see that your washer is awaiting transit from one of our warehouses to one near you. Please know that I’m currently collaborating with both of them to make sure they are aware of your impending delivery date of 8/4, and I’ll update you as soon as more information becomes available.
    I greatly appreciate your patience, and I’ll be in touch very soon.
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Frustrated, irritated, disappointed and extremely ticked off 16 1/2 yr Verizon Wireless customer!!!

    This is a long one, so you might want to get comfortable! 
    As stated in the "subject", we have been with Verizon for over 16 yrs. with NEVER a change to any other service...SOLID!!!  We purchased 4 Samsung Fascinate phones at Christmas and LOVED them...until the latest update about a month ago.  From that moment, it has been nothing short of hell!!!  Dropped calls, no calls, voicemails on calls never received, failed receiving and sending of texts, email failures, internet malfunctions or no availability, phone locks up(happened before updates periodically, but not near as often)...the list goes on and on.  Probably wouldn't have noticed the issues as much had we not had FOUR...but all four of us were having problems.  After about a week or so, we went into a store and were told they didn't know anything about the issue with the phone(we had already put together the fact that it had something to do with the update!) and said they would "research" it and give us a call.  The next morning we received the call stating that "yes" there were problems with the update and that we would need to come in and Verizon was offering 3 NEW phone choices as replacements. (NOT "LIKE NEW REFURB" phones...NEW PHONES)  We went up to the store and picked the Charge...we are not "techy" folks, we thought it was the most like ours and then the sales persons tells us it is the best one to replace ours being a 4G and all and also stated she was surprised it was on the list as a "NEW" replacement...then the circles began.  The salesperson went to order them and we were told they were out of stock and that the best thing for me to do was EVERYDAY dial *611 and ask if they were back in stock at the warehouse...not that she would continue to check, God forbid there be any customer care service...but for me to do it and she handed me a "Post it" sticky with the phone listed on it and *611...I guess in case I forgot the name and #...LOL 
     I called the next day and was told, "Oh, no, we can't help you here.  You must go into the store directly."  So, I explained what I had been told and was informed that the warehouse would sent out a message to let the stores know they must handle it in-house and not let the customer call the warehouse on this issue.  I was then connected back to my local store, where apparently the call "rolled over" because it connected me back to the warehouse and that representative proceeded to tell me I had to call the store.  I informed him that I had and it had come back to them AGAIN!  He suggested I "try the store again", so I did.  And, AGAIN, it rolled over to the warehouse...I was again connected back to the store where a "precious" sales associate informed me, "yeah, we're all out of them" and also when I explained that I kept calling the store but getting the warehouse, "yeah, when we are busy or something and don't answer, it rolls over there, sorry, you'll just have to keep trying"...!!!  Then, last night while speaking with customer care Noah(who was AMAZING!!!), and after almost 2 weeks of being told that they were out of stock on the Charge phones(I'm still thinking NEW phones)...in fact, there were over 9000 in the warehouse and to let him get me connected with a technician to get these ordered out to me.  I was then connected to Kevin.  After going through my frustrations over the past couple weeks trying to get these phones, he informed that that I was again, misinformed and that they were in fact "out of stock" on these phones!  LIVID at this point, I ask how in the world can 1 minute there be over 9000 and now NONE?!?  That is when I am informed of the "like new refurbished" replacement.  I can only say I lost my mind in that second!!! 
    I realize that we are mere shads in this ginormous pond called Verizon and my tiny $280 monthly bill is nothing in the grand scheme of what is Verizon.  However, I have been a LOYAL, CONSTANT for over 16 years, spending THOUSANDS AND THOUSANDS of hard earned dollars with them and was happy to continue to do so until now.  I also realize that there are 2 other phone options for us to choose from...but now it's the principle of the matter.  It's one thing for me to buy a phone and after months of wear and tear, something go wrong with it and they send a "like new refurb" phone...I get that and we have used that service several times over the SIXTEEN YEARS+ we have been with Verizon Wireless.  However, this is not that same issue...I bought a NEW phone and that NEW phone was working perfectly and we were all 4 completely happy with that NEW phone until an update was sent out that made the phones completely malfunction.  I also realize that it was a Samsung update...but that is between Verizon and Samsung. 
    I think we've proven our loyalty over the last 16 1/2 yrs to Verizon...and do not feel it is unreasonable to think that they should send us NEW phones to replace this issue between them and Samsung.  In the grand scheme of that, given our long history with Verizon...they stand to make another several thousands of dollars off of us, which, I'm pretty sure would offset the cost of these Charge phones.  I know we are not the only ones having issues with this phone and feel everyone deserves the same courtesy with a new phone!  I'm disappointed that Verizon's actions with me on this issue has me questioning my loyalty and looking at my options with other carriers...I think I've proven that I don't like change...I wish they would prove they don't like customer change and step up and send me 4 new phones! 
    Sincerely,
    Frustrated, irritated, disappointed and extremely ticked off 16 1/2 yr Verizon Wireless customer!!!

    @ spottedcatfish
    April/May 1995...you do the math sweetie...
    I realize that Samsung designed the update, not Verizon...however, Verizon and Samsung have an agreement with the phones offered, therefore, Verizon accepts any updates Samsungs puts out...that has nothing to do with me, until my phone is completely jacked!
    If you read my post in completion, you would see where I stated that we have had on several occasions used the "like new refurbished" phones offer on our phones.  This is exactly what we are doing now, except it was never stated to us in THIS instance that it was "like new", we were told "NEW"...however, it is irrelevant as being "like new" when there are none in stock to replace ours with.  That was one of my points!  At this time, with them being out of stock and us battling with them for TWO WEEKS over getting FOUR phones replaced...I feel they should send new ones if that's all they have in the options offered to us.  So your statement of them "doing us a favor" is a pile of cow dung...but thank you for the input...
    And, again, yes we still have the Fascinate because, as stated in my post, when I call *611...they cannot help with this issue...it has to be handle in the store and they say the warehouse is "out of stock" and we should just keep calling back everyday...
    Thank you for your amazing reply!

  • 20+ year business account customer LEAVING after HORRIBLE customer service and verizon doesn't care!

    6 month old Droid 4 stops working, so I visit Verizon store where I am promised a "new re-conditioned" phone over-nighted to me today.
    I called customer service to complain that my new phone is being replaced with a re-conditioned phone. I was told I would be called back by a supervisor, but never called back.
    My phone does NOT arrive today and I get some ** story about it being Saturday. I WAS TOLD IT WAS COMING TODAY!
    I stayed home ALL DAY waiting for it.
    Now, I am furious..I am a business woman with NO PHONE for 4 days because I was sold a defective phone.
    My company has been with Verizon for 25 years (before it was Verizon). We have spent at least $65,000.00 in monthy fees, not including all the phones we have purchased for our 5 phones and 4 data plans.
    I call today to speak to a supervisor. Bottom line, I want to go to my local Verizon store and have my defective new phone replaced with a new one or me and my $65,000.00 in business walks. do they care- NO.
    If i did business like this, I would be out of business.
    PLUS, this is our 2nd DROID 4 to die in 2 months. Obviously there is a problem with this phone, PERIOD.
    As soon as I can figure the cheapest way to leave, I intend to.

    Hello,
    I received my new "reconditioned" phone to replace my 6 month old Droid 4.
    The replacement phone only holds a charge for 6 hours or so, with minimal
    use (no internet).
    I am VERY unhappy. I left a message with the store employee who helped me
    activate the replacement
    phone, but have not heard back. This is really disappointing. I paid a lot
    of money AND signed an additional
    2 year contract in order to purchase my Droid 4. Now I am stuck with a piece
    of junk phone as is my other
    employee who has a replaced Droid 4 as well. The store even told me they had
    "issues" with this model (battery completely died on my phone 619-XXX-XXXX
    as well as on 760-XXX-XXXX).
    We concluded that when both our Droid 4 phones died within a couple of
    months of each other.
    AT the very least, we should have our phones replaced with new, so they can
    at least hold a charge and be used for
    our business as the purpose they were purchased  for.
    I would think making this right, since this is quite obviously NOT our fault
    would be clear if you expect to retain customers.
    Lisa <Personal information removed for privacy per the Verizon Wireless Terms of Service.>
    Message was edited by: Verizon Moderator

  • What is the number for Verizon Wireless  Corporate Customer Service Complaint for CA

    My Complaint:  I have been a Verizon Wireless customer for approx 20 years.  I called customer service to seek an early upgrade for my daughter's phone. She is away in college and her phone is malfunctioning.  She is eligible for an upgrade in approx 6 weeks so I did not want to spend the money on a replacement phone when since we were planning on updating to something newer.  The customer service rep to me they could not do the early upgrade an to call back in a few weeks. After explaining this was unacceptable (I do not like the idea of a young female being out of state and away from home with no reliable means of communication), she places me on hold to later return with the only offer of  I must purchase a new device through her ( over the phone) which will be shipped to me, the phone was priced $100.00 more than the online price (they will not price match), plus i must pay $30.00 upgrade fee, $35.00 activation fee and taxes on the retail price of the phone.  I am upset and disappointed with the quality of service provided by Verizon being a 20 year customer.  If not for the seriousness and urgency of this matter, i would not have asked for an early upgrade.  It is times such as these that you get to see how much of a "valued customer" you really are.   I guess you are valued as long as you pay your bill and continually  purchase their products.  I would like to speak with someone from Verizon's corporate or customer relations department.  As of now I am really considering changing my service to a different provider.  I have multiple accounts with Verizon and i will canx each after the current contract committment expire (starting with my daughter's phone which expires in 6 weeks) In the meantime I will go purchase her a new phone with someone else and take comfort knowing she will have reliable communication.

    I started with them in 1985. It has been wonderful service but very expensive. They seem to operate on day of deposit day of withdrawal. That means that I have no benefits nothing beyond the normal customer if I don't pay my bill they shut me off. That's why I have switch to another provider and I have better service lower cost and better phones. you can't beat  other providers I mean it. Please don't expect more from verizon other than a "pay me more money and I'll do what you want" because it's all about money. Read the transcripts from current Verizon employees all over the internet. The company is going down and they're taking customers with them.
    msvat <[email protected]> wrote:
    msvat  created the discussion
    "What is the number for Verizon Wireless  Corporate Customer Service Complaint for CA"
    To view the discussion, visit: https://community.verizonwireless.com/message/1113982#1113982
    >

  • 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

  • Verizon Wireless Network Extender and the Terrible, Horrible, No Good, Very Bad Customer Service experience

    It was a dark and stormy night...
    For the past eight years, I had been happy with Verizon wireless service. Great coverage and rarely a dropped call. However, all of that changed when I moved into a lovely mid-century modern condominium. The solid concrete walls and ceilings were blocking my attempts to communicate with the outside world (i.e. order pizza).
    Enter the Verizon Wireless Network Extender! My own personal cell tower! Alas, the VWNE was $250, which was a lot of money. So, being the resourceful recycling advocate that I am, I procured a refurbished one and hooked it up to my network. Then I called Verizon to begin what would soon become one of the Bottom 10 Least Enjoyable Experiences in customer service history (note: obvious foreshadowing).
    The first technician I spoke with was Benjamin, who was actually quite helpful. He noted the VWNE's MAC address and other information before attempting to allow me to access my unit. But he could not. Why? Apparently the unit was still registered to another Verizon customer. He told me the matter would be forwarded to "Verizon Correspondence Support" who would contact the registered owner and get their approval to reassign the unit.
    A week later, I called in to ask about the status of my request, but was told by Darryl (another tech from the VWNE department) that the "Verizon Correspondence Support" department did not exist. Did. Not. Exist? Fine, I explained the situation again, and Darryl eventually told me he would submit a special access form which may resolve the problem. He apologized for the mixup, thanked me for my patience, and told me to wait 24-48 hours for his return call with the results.
    120 hours later, I called to ask about the status of the change access form because I had not received a callback. Michelle, another representative of VWNE support, told me there was no record of this form having been submitted. No. Record...? After which, she made no effort to help me after reading through my transcript. In fact, quite the opposite. To paraphrase...
    "I'm sorry we wasted two weeks of your time leading you to believe we had a solution. Actually, there is no Verizon Correspondence Department, there is no special access form, and no tech will be calling you back. Furthermore, I will not allow you to use our unit because the previous owner hasn't filled out Release Form 27B stroke 6. For all I know it might have been stolen. Perhaps by you? I guess we'll never know for sure, because I won't contact the owner for any reason. In fact, there is nothing I can do to help you whatsoever. But if you like, feel free to throw our network adapter in a landfill. Thank you and have a nice day."
    OK Michelle, here's the deal. I don't even WANT this doohickey. You see, all I want is for my phone to work. That's why I am calling you. To get THIS piece of your equipment working, at my expense, so that I can continue to be a Verizon customer. Seems like I'm doing my part. Why is this so difficult?
    "Sorry"
    Lesson of the story? DON'T BE A MICHELLE. If a customer is in trouble and you can't solve his/her problem, contact a supervisor and work out an alternative. In my example, perhaps Verizon could have provided me with an "official" VWNE? At a discount? Or have a technician sent out to examine the signal? Really, *anything* is better than being brushed off. After being brushed off.
    After being brushed off.

    Follow up: I acquired another VWNE from a local seller, just in case he had to be contacted for the Nuclear Priority Phone Release Code (geez). Ironically, it wasn't necessary, because said fellow had already left Verizon after too many negative customer service issues. Oops.
    The good news is that Verizon was able to properly activate the second unit. I was connected to a VWNE tech named Bertha who was VERY helpful and treated me like a human being. Which made all the difference and restored my faith in humanity. I requested that my story be relayed to upper management so that the hordes of secondhand VWNE buyers wouldn't also get burned by Verizon's "hands off and look elsewhere" policy. Bingo. Finally. Done.
    Epilogue: Until Verizon eases up on their needlessly stringent policy, beware the unchecked VWNE! Be sure to get the MAC code and check it with a local store/tech support before buying it.

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