No response/direct answers from verizon!!!!!!!!!!!!

WHY???????? WHY???????? WHY?????????? WHY won't Verizon Wireless ANSWER ANYONE'S QUESTIONS?????
<< This thread has been locked. See duplicate post WHY CAN'T VERIZON ANSWER QUESTIONS???????? >>
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Perhaps you could reply to the other response in your other discussion asking the same thing? WHY CAN'T VERIZON ANSWER QUESTIONS????????

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Can't get a strait answer from Verizon on loyalty program

I've called Verizon several times regarding how best to get monthly charges more in line with the true value of the services. It seems (like most companies) Verizon wants you to spend more and more each month on phones, plans, etc. but the value just isn't there. I was paying $175/mo. for 2 phones and a 4GB plan with Verizon. Does that make sense? I've talked to no less than 5 Verizon reps and only 1 person has mentioned the loyalty program. This is exactly what I've been looking for yet Verizon doesn't want folks to know about this.
So, here's the loyalty plan from Verizon: for each line, you get 2GB of data plus unlimited voice and texts for $60/mo. I suspect this also requires a contract. I don't know how long you have to be with Verizon though I've been with them for 10 years. Course there are the usual ancillary charges over/above this, i.e., taxes, insurance etc., but this is more in line with what I expect.
When I've discussed this plan with reps, there have been deliberate attempts to push me into plans with higher fees which is exactly what happened to me though I was told I would be able to recover $25/mo. from each phone as they were out of contract. The net was the 10GB plan for $180/mo was going to be more like $130 for me. Alas, that was incorrect information and I've since cancelled the new contract and went back to an older plan. So, what's a consumer to do. Wait. Complain - complain loudly in fact. This is unacceptable and loyalty and value should mean something.
I will update this thread as events unfold. If you've experienced this same or similar issues with Verizon, please speak out. A collective voice is much stronger than individuals.

AkumalLarry wrote:
A collective voice is much stronger than individuals.
This is certainly true, however a collective INFORMED voice is much stronger. People who fail to confirm/understand details of agreements which the sign and THEN complain about them is not all that strong.
The single line plan is just that, a single line plan. It is not a "loyalty" plan nor is it advertised as such. I believe there is still a "loyalty" plan which is not normally advertised which is unlimited talk/text and 1 GB of data for $50/month.

I cannot get an answer from Verizon on this issue

My data usage has been rather annoying. it jumps from 0.90gb to 2.90gb and back. And I keep getting these text messages whenever the usage goes over 2gb. The real usage is 0.90gb. I tried asking verizon CS via phone and email through My Verizon but couldn't get a response. I have attached a screen shot of my data use. Has anyone had this issue? And have you had any success talking to Verizon? Thanks
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Verizon finally responded. Here is what they have to say:
"We’ve actually received quite a few reports of similar issues occurring for other customer accounts recently. I investigated the issue further and was able to find that a Trouble Ticket was issued to resolve an issue where customers have been receiving inaccurate usage reporting messages on September 27th.
An update has been implemented to resolve this issue that takes place on the billing cycle date for each affected customer account. In this case, you should notice the notifications will no longer be coming to your phone on or shortly after October 20th.
If you continue to receive inaccurate usage alerts on your phone after October 20th, please get back in touch with us right away and we’ll see what additional steps may be required to resolve this issue, but I trust that the inaccurate reports will stop coming to you momentarily."
We shall see what happens. Thanks again for all the reply.

Impossible to get answers from Verizon

I have just spent about 30 minutes online looking for answers to my questions - to no avail...
Then I spent 5 minutes pushing buttons and playing with the voice prompts waiting on someone who couldn't answer my questions. His solution was to transfer me to an online group, after being on hold for 25 minutes I hung up so excuse me if it seems like I'm complaining.   I think I have the right to complain after all of that.
I saw on an email that coming soon to Verizon Call Assistant you'd be able to access call fowarding from it.
1) What is the expected time this will be available?
2) Is this going to be available in my area? Can't get anyone in person with Verizon who seems to know anything about this
3) I've looked and search Verizon's website for a demo of Call Assistant but can't find one.
4) While looking for a demo I ended up at a Customize your services page. It shows I have:
(check marked) "caller id with anonymous call block - included/removed"
and it shows
(unchecked) "Caller id (anonymous call block no included)"
These two things seems to contradict each other.
5) I'm also trying to find out if this change to being able to access call fowarding from the call assistant means we will also be able to access call fowarding from any phone number like the service with AT&T that's been around for 20 years.
CAN SOMEONE WITH VERIZON ADDRESS THESE AND OR CALL ME TO GET THIS STRAIGHTENED OUT?
I might be interested in changing my service but I can't get anyone with Verizon who knows or can tell me about this stuff. And they wonder why we are all upset with them?!?
Thanks

Yep, customer service from any large company that tries to speed things up with an automated attendant can be challenging. Most people on this forum are pretty helpful. My attempt at helping is below. Hope it helps.
MM
sosuzguy wrote
I saw on an email that coming soon to Verizon Call Assistant you'd be able to access call fowarding from it.
1) What is the expected time this will be available? - We've seen that for a while now, so coming soon, is probably not what you and I would consider soon.
2) Is this going to be available in my area? Can't get anyone in person with Verizon who seems to know anything about this.Because this is a 'switch based service', your switch must be compatible with the offer. You can go to https://www22.verizon.com/ForyourHome/Registration/Reg/VCALogin.aspx?POEId=EM1SP&CMP=DMC-EML85 to see if you're eligible.
3) I've looked and search Verizon's website for a demo of Call Assistant but can't find one. There is a small, 'demo" on verizon.com/callassistant   You have to mouse over the 4 icons to see more details about the features. There are also some links to user guides at the bottom right of the page that will give you more details.
4) While looking for a demo I ended up at a Customize your services page. It shows I have:
(check marked) "caller id with anonymous call block - included/removed"
and it shows
(unchecked) "Caller id (anonymous call block no included)"
These two things seems to contradict each other. No idea what this page is. SOunds like you are logged into your account management to be able to change/add services. From what you have said here, it looks like you have callerid w/anonymous call block on your phone (becauise it is checked). And, it looks like if you want to turn off anonymous call block, then you check the other one. Don't know for sure...just guessing because I have no idea where you are or how you got there.
5) I'm also trying to find out if this change to being able to access call fowarding from the call assistant means we will also be able to access call fowarding from any phone number like the service with AT&T that's been around for 20 years.It sounds like it. Call Assistant lets you look at your call logs and receive pop-ups (for non-mac users that is.    )whenever a call comes in.   Probably the same setup will let you access cal frowarding from the website or their PC (not mac-can you tell i'm not a Windows user?) program.

Mixed answers from verizon reps about transfer of upgrades

one rep today said to purchase iphone under upgradeable phone number and then when phone arrives activate under the number you want
another rep said you can upgrade under my verizon just like any other phone

The rep I talked to in a store the other day said they teach them something different almost everyday. So chances are, different reps are thinking different things. I was told you can't call 224 on it to activate it because it already comes activated. You supposedly just unlock it with iTunes. But it can't really be activated already can it? You would still be using your current phone until the new one arrives. I don't think they know what the heck they are talking about yet. I use the primary line on the account, and my wife uses the secondary. She doesn't want the upgrade, so I was planning to order an iPhone to activate on my number. It wouldn't make sense for them to restrict doing this. One line is eligible, and it extends the contract two years no matter what line you use it on. I'm ready to spend more money than I ever have on a phone, and I'm ready to add $30 to my monthly bill. Why stop me from doing this?

2 different answers from verizon

I contacted verizon on the chat online Tuesday about a LG voyager that I was about to purchus. I asked if it could be put on my pre-paid as the $10 message bundle and I have the transit sent to my email that said yes it could. After I purches the phone and try to change my device it wouldn't allow me too so when I called verizon they told me it had to be $80, so needless to say I was very disappointed. Why give me 2 different answers to 1 simple question. There is no listing to help us know what phone requires what package. Who would want to call everytime they find a phone they want till they find one that will work for them? I have to say this even if I sound smart but if I could afford $80 a month I would be on contract not pre-paid.

There might be a few more than listed this is an old list. PREPAID PHONES LG -- Accolade, Chocolate, Cosmo, VX3200, VX3450, VX5200, VX 5400, VX5500, VX6100, VX7000, ENV --SAMSUNG--Alias SCHu740, Gusto, Haven , Intensity, Juke, SCHA650, SCHA870, SCHU340, CHU410, SCHU430, SCHU540, Smooth --NOKIA -- 2128i, 2366i, 2650 Mirage, 2705 Shade 6015i -- KIYOCERA --KWC 2325, KX414 -- MOTOROLA -- MotoW755, RazrV3m, V376, W385 -- PANTECH -- Jest -- Verizon -- Blitz, CDM7075, CDM8615, M7076, PN215 -- Most Verizon Wireless phones will work with our prepaid plans. The only phones that are not compatible with our service are Push to Talk, PDAs/Smartphones, advance data devices (BlackBerry, PalmOne Treo, etc.), PC Card devices and handsets with HTML Web browser such as the LG Dare, LG Voyager, Samsung Glyde, Samsung Omnia and Motorola Krave and all Dashboard-capable devices like the LG Chocolate 3, LG VX 8360, Motorola Rapture VU30, Nokia 7205 Intrigue and Samsung Renown SCH-u810. Keep in mind features such as V CAST video, Mobile TV, and Chaperone services are not available for prepaid service." I had contacted support in regards to available phones for prepaid service, and the above is the explination i recieved. Here is a breakdown for everyone; Non Prepaid Phones: 1)Push to Talk, PDAs/Smartphones, advance data devices (BlackBerry, PalmOne Treo, etc.) 2)PC Card devices and handsets with HTML Web browser such as the LG Dare, LG Voyager, Samsung Glyde, Samsung Omnia and Motorola Krave 3)All Dashboard-capable devices like the LG Chocolate 3, LG VX 8360, Motorola Rapture VU30, Nokia 7205 Intrigue and Samsung Renown SCH-u810 *features such as V CAST video, Mobile TV, and Chaperone services are not available for prepaid service

Poor Service Since Upgrade - Unacceptable Response From Verizon

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

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

No one from Verizon has addressed my previous post, so I'll ask again:

WHAT IN THE HECK happened during the 5/22/14 update that messed up Android phones on Verizon? Is it possible to UN-update??? I have a Motorola Droid Razr M. ( I have a friend who has a Samsung Galaxy Note, and she is having similar problems as me). I LOVED my phone until this May 22, 2014 update....now I HATE it. And don't tell me there is something wrong with my phone.....these issues started IMMEDIATELY after re-starting my phone after installing the update. I have gone through all the typical troubleshooting steps already. Here is a list of my issues, in no particular order:
1. Device vibration upon incoming call/text is so faint now it is undetectable when the phone is in my pocket or purse.   It worked just fine before.
2. LED light to signal incoming call or text, missed call, or low battery no longer working....I only get an LED light with incoming call and it is a very pale, faint white light that is hard to see in the daylight. No light for missed call, incoming text, or battery.
3. Calls drop constantly when I cradle the phone between my chin and shoulder. Never had this problem before, and I ALWAYS cradle the phone. I believe this problem exists because of issue #4....
4. Prior to update, during a call, if I had the phone up to my ear, the buttons would go to black screen so there was no accidental bumping of buttons, until I pulled the phone away from my ear. After update, buttons stay visible during call, thus possibly leading to the issue above.
5. No longer able to switch between calls using call waiting feature. First call is always dropped when I go to switch.
6. Volume on calls significantly reduced....even with volume all the way up. Very hard to hear the caller talking now unless they raise their voice!
7. It is now taking a good 5-8 seconds for a call to begin from the time I click on my contact to the time the number actually dials. I don't understand the sudden delay!
8. All my icons for apps/widgets changed. Not liking new format.
9. Not liking new format on white text message screen....very hard to see in daylight. Not liking inability to delete multiple messages at once.
10. Not liking format of contacts list, with no letter tabs on sides to go directly to the letter I want, I have to scroll through whole list now.
11. Update messed with my Weather Underground App (dark grey on the radar map now, making it hard to see precipitation), and Facebook (cannot operate several functions within Facebook that were easily accessible just prior to the phone update). New format on Google Play Music has changed and is no longer user-friendly!!
12. Update installed several apps that I do not want nor need on my phone but yet I cannot un-install. Perhaps leading to issue #13....
13. BATTERY LIFE SIGNIFICANTLY REDUCED SINCE UPDATE.....AM CHARGING PHONE TWICE A DAY NOW BUT NOT USING IT ANY MORE THAN BEFORE!!
14. Can no longer download music from MP3 download site to Google Play Music. Downloads go to Astro File manager and cannot be moved to Google Play Music widget.
I clean cache/history and run Antivirus software at least once weekly. I manage running tasks/apps. I do not download apps, no do I download music from questionable sources. And yet I have at least 14 problems/issues since the update! And I have been reading online that MANY Android owners are having many of the same issues & complaints since the 5/22/14 update. SOMETHING IS VERY WRONG HERE!! THESE UPDATES.....WHY IS IT NECESSARY TO "FIX" SOMETHING THAT ISN'T EVEN BROKEN???? Because....NOW it IS broken....
Verizon.......do something about this, please??????

Neenert88 I sympathize with you. I just added a line to my account because of major issues with the Droid Razor M which they could not fix.    I can't view email 99% of the time. I can open the app but that's as far as it goes. I live by email some days so it's causing big issues for me at times. No answer from Verizon when I had the problem with the Razor either, just that they are aware there are bugs and give it few weeks to see if they make any patches. I don't have several weeks to sit and wait to see if someone decides to make a decision to fix the issues.
I'm paying for a service that I cannot use, and there seems to be no care from anyone to resolve a thing. It's ok that they receive their payments but when there is a problem, everyone seems to disappear. Forget about insurance, $100.00 later, on top of what you paid already, you get a crappy refurbished phone that someone else already returned because of issues.
I have an appointment tomorrow with Verizon. If they can't fix the problem and guarantee it tomorrow, they can take the phone back for a full refund, of EVERYTHING, or reduce my bill for no access until they do, or I'll take my business someplace else and NOT purchase a product with the Droid OS.   Such a shame. I guess they don't believe in performing testing on applications or OS before it's rolled out to the public.

How do you get a RESPONSE from Verizon?

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

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

IPad Air 2 comes with Apple SIM. I have a Verizon data plan for my iPhone. Does Apple sell Verizon SIMS or do I need to buy a SIM directly from Verizon?

iPad Air comes equipped with an Apple SIM. Apple SIMs do not recognize Verizon (only ATT, T-Mobile, and Sprint). Does Apple sell Verizon SIMS or do I have to purchase a new SIM directly from Verizon?

I guess I'll be returning to the Apple store to ask for a Verizon SIM because they did not give it to me when I purchased the iPad Air2 (I told them I had a Verizon data plan). Thanks.

Workers on strike - is there a response from Verizon?

I see in the news that 45,000 Verizon employees went on strike. So, I signed on to this website hoping to find out what Verizon itself thinks. Nothing. No links in the news items, no links on the announcements. It's as if it isn't happening. As a Verizon customer, I am concerned about Verizon's treatment of its employees. I'm appalled that with the economy the way it is, Verizon would choose now to go after employee benefits. I'm even more disturbed that there is absolutely no mention of it on their website. Verizon, I thought your employees were important to you. I thought that was why you supposedly have such good customer service. From this web site: "Our employee friendly practices have earned us recognition as the employer of choice in the telecommunications industry." Is this still true? For how long?

Of course you're a union plant. Show me one of you who registered more than a week ago. Denying it is as stupid as Trublubrewcru (dig the name) saying he's not a "lefty".
The purpose of this forum is to get the best products & service for the least cost from Verizon Wireless by way of direct and publicly-aired feedback from Verizon's Wireless customers.
The people that get my sympathy are American consumers trying to stretch our inflation-shrinking dollars. Verizon overpaying union workers in not conducive to that goal.
I want Verizon to provide the best value products & service, and I HOPE they make as much money as they can doing it. I want all boats to rise in an economic tide. In a free market & country, Customers & Workers are free to leave for greener pastures.
(two-year contracts not withstanding)

I just received my new phone from Verizon, I turned it on and followed direction for set up...now I lost my connection with ATT....How do I get the service back from ATT...not due to change until the 16th

I just received my new 6 from Verizon by mail. I was not due to change carriers til the 16th, but I turned on the new phone and did the set up...now I lost ATT. How do I get the ATT carrier back on my old phone?

I just received my new 6 from Verizon by mail. I was not due to change carriers til the 16th, but I turned on the new phone and did the set up...now I lost ATT. How do I get the ATT carrier back on my old phone?

RFx Response - How to get answers from questions

Hey,
I would like to know how to get the answers from questions ( by IAPI or table where they are stored ) and if i can manipulate them.
Thanks!

Hey,
well, about manipulating answers, because we need to perform some calculations on scripting that afterwards will be shown as an answer. But it is not mandatory, so i am not worried about it.
I already checked that table, but i didn't find the field which returns the answer. i guess is somewhere around in other table...
Thanks!

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

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

I'm confident that if you have spoken with our Fraud Team directly, that there are the proper wheels in motion to resolve all of the concerns that occured as a result of the fraudulant order on your account. It may take up to 2 bill cycles for all the adjustments to be applied and the changes made to your account to bring the dates and eligibility back to normal, so you should definitely be nearing the end of your wait. Based on your description, it may have been a while since you spoke with them directly instead of the customer service team, so I encourage you to give them a call at your earliest convenience to put your worries at ease. If you need to make arrangements for the charges that appear on your account, our Financial Services Team at 866-266-1445 will also be able to help possibly place a hold on the account regarding the disputed charges so there's no accidental inturruption in your service due to this unfortunate situation.
JenniferH_VZW
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"Cannot Send Message" from Verizon to Hotmail

I see by reading this board that many others have problems with Verizon e-mail accounts.
When I try to send e-mails from my Verizon account into my Hotmail mailbox using an iMac, I get this message every time: "Cannot send message using the server e-mail." The only thing it is letting me do is send an e-mail from one Verizon folder into another. It won't let me go from Verizon into Hotmail.
I checked with Apple tech support, and their claim is that Verizon is for some reason blocking the outgoing e-mail into MSN/Hotmail.
I checked out the options under 'Advanced Account Info' but am not tech-savvy enough to understand what I am looking at, and the bottom section tells me to get advice from a systems administrator. Could anyone tell me the best way to go about getting this advice?
Thanks.

We would want to make sure the mail settings are correct. I have sent you a private message to get more information.
Anthony_VZ
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No response/direct answers from verizon!!!!!!!!!!!!

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