OfficeMax discounts from Verizon

I heard that Verizon was offering discounts on OfficeMax products to their customers. I have tried to dig up some information but can't find much. Has anyone else heard of this and if so, do you have any details? Thanks in advance.

Discount on Officemax products? Or do you mean discounts on VZW products & services? I know that Officemax employee's get a discount with VZW. But I'm not aware of VZW giving dicounts on another company's products.

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Are you a Veteran? Stay away from Verizon!

If you are veteran hoping to get a 15% discount from Verizon then stay the heck away. You won't get it. Go with AT&T who will give it to you. I'm regretting switching over.
Went into official Verizon store with DD214 in hand. Verizon agent scanned document, assured me I would get the 15% discount on my plan immediately. I actually asked two more times just to be sure. She assured me each time. Verizon site says I am verified.
First bill came, no discount. I called Verizon and they said it can take 30 days. Upset me a bit but I waited.
Second bill came, no discount. Chatted with a Verizon representative who said my plan is not eligible. I checked my plan details. Nothing written there about it being in-eligible. Checked the Veteran Discount FAQ and it specifically states: Note: some plans and features are not eligible for discounts and that limitation will be called out in the plan details. However, my plan details say nothing of the sort. The agent could not give me the discount and just kept repeating that my plan was not eligible for the discount.
So even though I was promised the discount from a Verizon Wireless Agent at an official store and my plan does not say anything about me being in-eligible, Verizon has refused to give me the discount due to very arbitrary wording. They even have a link that is suppose to show you in-eligible plans but it does not work. The representative told me that they change the eligible plans all the time. So even if I got the discount they would probably just change the eligibility in the future.
I was about to recommend a few other veterans to move over to Verizon but now I am telling them to go somewhere else. I should inform the local Department of Veteran Affairs here so they can properly inform any veteran that might call in and ask.
Verizon should be pretty ashamed of themselves.
My Plan: Single Line $60 - 2GB

I Totally AGREE...STAY AWAY FROM VERIZON!! Work for Fed Govt, DoD....according to Verizon's rules, Qualified for the Employee Discount....NOT.....Previously worked for Kroger...applied for the employee discount as a Kroger Employee and the discount never showed up on the billing....Customer service WAS NO HELP....signed up with a Verizon Rep at one of their stores.....Go Figure...Now signed up for employee discount (GOVT) over the net. Said was eligible...After signed up called to verify the discount..Rep said , Oh, you're not qualified?????? I hope that you get your issue resolved. You would think that being you are ACTIVE DUTY...and....service our wonderful COUNTRY (US) that Verizon would even be more helpful and courteous to you, as an Active Duty Service person!!! GOOD LUCK TO YOU...AS FOR ME....As soon as my contract is up, AUG 14, 2011 ( I Can't WAIT)...I'm changing over to SPRINT....Several co-workers use SPRINT...love the service and told me that there are NO HASSELS about giving the US GOVT EMPLOYEE DISCOUNT....{please keep your posts courteous}....SPRINT ROCKS!!
Signed...Disgruntled customer

E-mail from Verizon says I can "Upgrade Now" and has special prices, but VZW won't honor ad!

I got an e-mail from Verizon last night that says "Get your new phone now. Save up to $50 on already discounted phones". The e-mail has some prices on it, such as a new Droid X for $99.99 (2 Year Price: 199.99, online discount -$50.00, exclusive discount -$50.00). The e-mail clearly indicates (by use of the last 4 digits of my phone number) which phone on my contract the offer is good for. When I click on the link in the e-mail, it takes me over to the VZW website, where I enter my username and password. Once I do that, the Droid X is priced at $149.99 (instead of $99.99), and there is NO $50 discount applied to any other phones. I called Verizon's customer service, and got the run around. One CS Rep told me I wasn't eligible for a new phone (then why the e-mail?), and then told me that another line on my contract was eligible for a upgrade. When I check into upgrades on that line, however, the prices are the same as on the first line). I asked to speak to a customer service supervisor, and had to wait an hour before one called back. He also didn't know anything about the e-mail, and implied that I was lying about it.... He asked me to fax the e-mail to him, and then stated it would take several DAYS for him to even get the fax, let alone get back to me. It is my expectation that I will never hear from the Verizon supervisor about this, and will never have the chance to take advantage of this offer. This is CRAPPY customer service! I have been a VZW customer for about 15 years, and have several smartphones ($$$ per month total) on my account. I'm beginning to run out of reasons not to jump ship when my contracts end. I'd like someone from VZW who has a clue what they're doing to contact me...but I'm not holding my breath!

bobfireman wrote:
I got an e-mail from Verizon last night that says "Get your new phone now. Save up to $50 on already discounted phones". The e-mail has some prices on it, such as a new Droid X for $99.99 (2 Year Price: 199.99, online discount -$50.00, exclusive discount -$50.00). The e-mail clearly indicates (by use of the last 4 digits of my phone number) which phone on my contract the offer is good for. When I click on the link in the e-mail, it takes me over to the VZW website, where I enter my username and password. Once I do that, the Droid X is priced at $149.99 (instead of $99.99), and there is NO $50 discount applied to any other phones. I called Verizon's customer service, and got the run around. One CS Rep told me I wasn't eligible for a new phone (then why the e-mail?), and then told me that another line on my contract was eligible for a upgrade. When I check into upgrades on that line, however, the prices are the same as on the first line). I asked to speak to a customer service supervisor, and had to wait an hour before one called back. He also didn't know anything about the e-mail, and implied that I was lying about it.... He asked me to fax the e-mail to him, and then stated it would take several DAYS for him to even get the fax, let alone get back to me. It is my expectation that I will never hear from the Verizon supervisor about this, and will never have the chance to take advantage of this offer. This is CRAPPY customer service! I have been a VZW customer for about 15 years, and have several smartphones ($$$ per month total) on my account. I'm beginning to run out of reasons not to jump ship when my contracts end. I'd like someone from VZW who has a clue what they're doing to contact me...but I'm not holding my breath!
It sounds like this is a standard email for when your NE2 upgrade is available. That would be where the extra $50 comes from. Unfortunately, if the email literally says "Save up to $50 on already discounted phones" that does not guarantee a full $50 off. I can understand your frustration that you got the email in the first place when your line isn't eligible for an upgrade, but Verizon is most likely trying to get you to use the upgrade on the line that is eligible. I'm not saying that is exactly what's happening, but everytime I contacted customer service or went in the store, they tried to get me to use one of my line's upgrades for my own line, which I did not want.

90 days to receive credit from Verizon

My wife and I just transferred our verizon account from my name to hers, to get the discount that her company gets for verizon usage since I just got laid off from my company, who also had discount. The credit for the amount paid on the old account for the used days was not credited towards the new account but a credit check will be issued from verizon. After receiving two statements without a check from Verizon, I was told from the customer service representative that I need to wait for the next statement and call in again to request a check per Verizon's procedure. This is totally unfair, as we have been paying our bills monthly, without any late payments for how many years and when it comes for verizon to pay us back we have to wait 90 days. If we waited 90 days for us to give them a bill, we would have our services terminated. This procedure needs to be changed as it is not a customer friendly rule that will make people change cellular services to other companies. We need our money back, especially after being laid-off.

It takes 90 days before you get your money back because the FCC gives wireless companies up to 90 days to report usage. So, say the last month you had your account you used 800 min on a 900 min plan. Now, 30 days later, another company reports that you used 100 mins on their various towers during that last month. Now you're at 900 mins. Then another 15 days later, another 15 minutes are reported from another company's towers. Now you're technically over by 15 minutes. With an overage rate of .40/min you'd be charged 6.00. If they had already credited you back, you would now be recieving a bill for 6.00. let's face it, the odds that someone would make that payment are slim to nil. (What I gave is just one scenario. There are also thing like global roaming, text messaging, etc that can take longer to report.) Basically the FCC is the reason it takes 90 days to get your credit back.

Porting from Verizon

I waited out the 3G and now I'm ready to make the leap from my Verizon Razr to an AT&T iPhone. Anyone have experience or tips about porting my number from Verizon? In particular, my number is a secondary number on a family plan.
I haven't seen anything about porting in a while, after some traffic with the original release - does that mean it's all a non-issue now and AT&T/Apple have it all figured out, or is it hopeless and no one even tries?
Thanks!
Message was edited for grammar by: Michael King

I had same experience.
Got to AT&T store at 9:30am on Saturday. Second in line.
At 9:45, AT&T employee came out and tells us they had 10 phones; about 8 people in line by then.
By 10:15, I was out the door having had a great experience. No high pressure sales from clerk (in fact she asked me where I worked so she could check to see if I was entitled to some type of company discount...I was...15% off, making my plan $20 cheaper per month than what I've been paying Verizon for similar service) and iTunes activated immediately.
At about 12:30, I got a text from AT&T saying my number porting from Verizon was complete. I called my husband and asked him to call me back to check that my iPhone rang and not my Verizon Moto Q. It did!
Now if only MobMe worked as well....

Where is the loyalty from verizon

If you upgrade your phone there is a fee if you get a new line there is a fee the only diff is $5.00
I have been with verizon for 16 plus when it was airtouch .
I have a unlimited date plan and want to upgrade my phone it says at a discount but there is not one $5.00 is not a discount
They use to care with every two yr upgrade why not now

What kind of loyalty programs are out there for anything? Ever try to get that great new cable deal? Good luck
Ever try to get a discount from the grocery store because you shopped the for years, and heck you'll just go to the one of the 7 other stores within 4 miles...
There is no loyalty, you pay for service you get service..this standard of loyalty isn't in Americans big business vocb

After over a decade, I think I'm ready to switch from Verizon.

I lost unlimited when I upgraded, and data costs are ridiculous.
I upgraded in April of 2013. I really wanted a 4G phone because my 3G Droid X wasn't enough for my internet wants. I found out unlimited data was no longer being offered, and I could only buy a limited plan or pay $600+ for a Galaxy S3 which was about to be obsolete (S4 was out already). Given no other options at the time, I went ahead and paid more money for less product (data) and got my new phone. Well, the honeymoon was over pretty quickly. I found 4gb was barely enough for what I was accustomed to using, and certainly not enough for what I wanted to use with my newfound 4G speed.
Couple 'paying more for less' with the fact that friends and co-workers were somehow able to keep their unlimited and upgrade phones at discounted rates, and I had a real bad taste in my mouth. Well its August of 2014, and that taste is still there. Paying $100/month has become really tiresome for 1 phone. A cell phone just shouldn't cost that much in my opinion. So now I'm doing serious research into other carriers, and even pre-paid plans. A simple Google search has shown that Verizon doesn't really need to care about it's customer's concerns, thanks to their near-monopoly on coverage for the past decade. Well that monopoly has changed quite a bit, and Verizon has not.
I want unlimited data. I don't care if it gets throttled after a certain point. I just want unlimited data back. I don't want to pay more than $70/month total for my 1 line plan. I don't need much voice or text. There are no plans to accommodate my wants. Other carriers do have plans to accommodate my wants, and have 4G coverage in my area.
I've been a loyal-paying customer for a very long time, but I feel like that has no value to Verizon. So in a way, this is a final cry for help from Verizon. Will they do anything to retain a good customer? Do I have any options, other than to switch carriers?

twizted_3kgt wrote:
Do I have any options, other than to switch carriers?
Probably not. Good luck with the new carrier.

Received this from verizon "Important Privacy Notice: Customer Proprietary Network Information "

got this e mailes to me today from verizon: Important Privacy Notice: Customer Proprietary Network Information
any of u get this also?

Thanks Calmitdown42, for the information, as what you posted is correct. I would like to add to that and provide some additional information for Adamant.
CPNI (Customer Proprietary Network Information) is information about the quantity, technical configuration, type, destination, location, and amount of use of telecommunications services a customer has purchased from Verizon Wireless and its affiliates, including local and toll information on bills.
Examples include:
Number of voice and data lines activated
Type of calling plans selected
Discount tiers
ARPU (Average Revenue Per User)
Call detail information
Note: While your account number / mobile telephone number(s) are not classified as CPNI, this information is diligently protected in verbal, written, and electronic form. Please know that your account security is very important at Verizon Wireless. It has not, and will not, be provided to anyone if you do not opt out of the CPNI information.
I hope this information is helpful and have a good day!

Cannot get email from Verizon servers thru Time Warner ISP

I've had Verizon for many years until a move took us to California where it was not an option in our area. I purchased the email addresses from Verizon 3 years ago. Everything has worked fine until 2 weeks ago when my wife and myself cannot access our emails anymore using our home network. If we log onto any other network it works great. I've called both Time Warner and Verizon (which is a customer service story in itself) twice a day for two weeks and have gotten nowhere. Each blames the other but I still don't have email. I've changed my router to get another ip address with the same result. I've performed traceroutes which have ended with a verizon server but I can't get anyone at verizon to tell me if it is the email server or not. I've tried whitelisting the ip address. I've tried removing and reinstalling the verizon email account in my Macbook. Nothing works! Lots of threads of people with the same problem but I can't find a soulution. PLEASE HELP!!

Hi Kameraman1,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

"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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IPhone 4s Voice mail notification not working after switching from Verizon to PagePlus.

iPhone 4s Voice mail notification not working after switching from Verizon to PagePlus. How can I get the notifications working?

Contact your carrier - voicemail, and visual voicemail, is a carrier feature.

Do not buy anything from Verizon that they ship to you

I have returned 2 Apple iPhone 6s that did not work properly (Verizon could not even activate the second one) and now the bullies at Verizon are charging me for both despite the fact they were returned to them almost 3 weeks ago. I have called 6 times and spent hours on hold. Great customer service, really nice people, but they are useless. Beware: never buy anything from Verizon that is shipped to you. They will screw you. I have the tracking numbers. The Customer Reps acknowledge receipt, but no credit given.

dsfrench
This is not the type of experience we want our customers to have. Did you use the shipping labels provided by Verizon Wireless? How did you ship the phones back? Provide more details to better assist.
YareliM_VZW
Follow us on Twitter at @VZWSupport

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.

No phone service, now bogus email from Verizon

We haven't had phone service for over a week and now received a bogus email that would like me to believe it is from Verizon saying there was a problem processing my payment. Does Verizon want to know about this email and how would I contact them regarding it? It is very hard to find information on website other than very general information. Thanks
Solved!
Go to Solution.

Try this link>> https://www22.verizon.com/Content/ContactUs/EmailUs/emailus.htm
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

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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