Re: Filing a complaint

Branched from: Filing a complaint
I am having a similar issue. I have gone into a store, dialed *611 and even posted on their FaceBook page. Here's my story.....
Warning!! Verizon Wireless will contact you and offer you a rate reduction and then tell you that you are also eligible for an upgrade - what they don't tell you is that this offer is not an "AND" offer - its an "OR"... I've been trying to get my upgrade for 2 weeks now and am getting nothing but a run around unless I agree to have my bill go up rather than having them honor the offer that they contacted me about! First, I watched my account and online it stated that I was not eligible for my upgrade until 7/20. However, a representative from corporate customer service contacted me a week and a half earlier and said that I was already eligible. So I drove to my local store only to be told that I wasn't eligible unless I paid an extra $20 a month for the edge program. I chose to wait. I drove back to my local store today (7/20) only to be told again that I could not upgrade again because there was a pending order on my account. The pending order is the rate reduction that the representative contacted me about earlier in the month. Then I'm told I need to wait until after that goes through or they would have to cancel the rate reduction. When I asked to speak to a store manager - my request was denied (multiple times). I called *611 from inside the store and now I'm told that if I upgrade in the next 12 months, I will have to forfeit my rate reduction that I cannot have both - reminder, they contacted me to make this offer, I did not contact them! So now, I either have to accept my rate reduction and wait an additional year to upgrade my phone or I can upgrade my phone and forfeit the rate reduction. A Verizon representative made the offer, and corporate is now saying they will use this to "coach" the representative, but the only choices I have is one or the other, unless I want to find a different carrier... I have been a customer of Verizon for over 20 years and this is how they pay me back for that loyalty??!!!?? Verizon - error or not on the representative's part - you need to honor the offers that you make your customers!!! And the fact that I waited over an hour in the store ( Verizon Wireless at TriCounty, 55 E Kemper Rd, Cincinnati , OH 45246) and STILL was denied access to have a conversation with the store manager is really suspect... do you even have store managers???? You have a very unhappy customer right now and I'm sure no one cares. Watch out folks - even if this company contacts you with an offer, you still won't get it!!!! Yea, they'll offer a rate reduction, but that reduction will actually cost you more per month if you accept it....
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This is no surprise. Here is my story:
I was eligible for a device upgrade and took advantage by getting a NEW Droid Mini. I had the phone for a week and i noticed that the battery would not hold a charge. I opened a case with Verizon after one week and discussed the issue with them. They had me do some tweaks and i told them i would try it out. 2 weeks later, i am still having the same problem..........which means the phone is DEFECTIVE. I contacted them again immediately and they said they would send a replacement. They sent a replacement phone and it is a REMANUFACTURED phone. What kind of warranty is that? 3 weeks with a brand new phone i paid $500 for, and they send me a reman??!?!?!? If you buy a printer, or a monitor or even a pc and after 1 week you determine it is DEFECTIVE, the company won't just fix it, they will send you a NEW one. Right? They told me that's how they roll......reman. This is not the first episode with Verizon either. Verizon has the absolute WORST customer service and customer relations in the business today. Unfortunately I don't have any other carriers in my area, but as soon as i do, i will quit Verizon. MB2508........don't worry, you're not alone. Verizon doesn't care about any of their customers. It's all about $ to them. If they've got you backed into a corner, they aren't going to budge. They'll just keep squeezing. Period.

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I filed a complaint with the BBB of NJ for basically ripping people off! I wanted everyone to know this...

I know in today's world everyone has a smart phone... Well I currently still have an old LG ENV VX9900 with the $50.00 prepaid unlimited plan. My charger recently broke and I tried looking for the charger at a few stores and realized this is going to be hard unless I go on eBay or Amazon. Well my friend had a good idea and gave me her old LG ENV TOUCH vx11000 instead of searching around for a charger. I called Verizon yesterday 2/18/2014 and explained to them about everything that happened and what I wanted to do. After speaking with 3 different representatives, they will not change my phone to the LG ENV TOUCH VX11000 because it's considered a smart phone! The phone was released in 2009 jerks!! How is that equivalent to an iPhone or Android?? It doesn't even have WIFI!! I just added money to my account a week ago and have service until 3/11/2014, they advised me if I want to activate the LG ENV TOUCH VX11000 I have to re-purchase another $50.00 plan and basically just waste the remaining time I have.. How is this fair??? I didn't want to change my phone because of boredom, my charger broke and a friend gave me another older phone that I can use. What is the big deal?? I paid for my services, what does it matter... The basic phone plan and the smartphone plan are both the same price jerks!! $50.00!! So I did what any person would do after this, I filed a complaint with the BBB of NJ hoping to get some justice for this. I don't see anywhere on their website (the prepaid section) where it states this that you cannot change your phone and have to pay more $$$. Verizon, this is another way of you scamming money from people because your so expensive for your contract plans and people are dropping you like flies, so you have to make the money up somehow!! Well, doing it like this you should be ashamed of yourselves!!

On the Verizon website it shows different plans based off a smartphone or a basic phone.
Even though it's the same price, it's not the same plan.
Actually Verizon has more customers than any other provider and for every 1 they lose they gain 5 so Verizon is not hurting for money.
The BBB will not be able to do anything because it clearly states there are different pre-paid plans for smartphones and basic phones.
Anyways, Good Luck

Re: Has anyone successfully filed a complaint through the mail to corporate headquarters?

Why was the existing thread with this topic heading shut down? The reply option is no longer available.
What I wanted to post is the correspondence address for Verizon, which is written in tiny print on the back of your bill. So, for anyone else who is frustrated with Verizon and can't get a decent answer by phone or email, try the following. Write:
PO Box 11328
Saint Petersburg, FL 33733-1328
I am writing with a complaint that I was not notified about the security breach with Epsilon. I had to contact Verizon. This may already be a topic somewhere in one of these blogs. I wouldn't even know how to get there, but I am filing a complaint.
g.

Contact Us link also provides a physical mailing address on this site. it's a link at the bottom of every page.

What is the procedure for filing a complaint with the FCC regarding no voice service for over 6 days

Is the FCC the correct goverment agency to file a complaint when a problem woth voice service cannot be repaired for 5 days.
How do I go about filing a complaint.

Google the words "FCC file complaint"

Has anyone successfully filed a complaint through the mail to corporate headquarters?

I would like to know who from these forums has successfully filed a complaint by mailing the corporate address?
How long did the process take and what was the process?
warm regards,
-fs

There is a facebook group called "Verizon Sucks" You might find some people out there with similar bad experiences. The customer needs to band together and start complaining with one loud voice,

Filing a complaint for poor customer service

Can anyone tell me how I go about filing a complaint for poor customer service? Funny when you speak to Verizon representatives they always want to know how the service was until you get someone on the phone who knows they done nothing to help. Than they don't ask, don't care, won't put you through to someone else, won't call back, and leave you w/no answers.

Just hop on over to Google and try and find the names of some key players at VZW and search for their contact info. It took me every bit of a minute to google and find the website people. It has the name of some key folks and contact info...send them an email and voice your concerns. Will it help...who knows...but at least you'll feel better knowing you tried... Good luck with whatever issue you're having with VZW...
Executive Biographies - Verizon

Filed a complaint today with the BBB

I filed a complaint today with the BBB because of the horrible customer service & different answers given by several different customer service reps. of Verizon.
We have been customers of over 10 years. Never paid a bill late & have been loyal customers to Verizons all this time.
Basically, we got screwed out of a phone we paid $160 for & a charger we paid $29.99 for.
Talked to several customer service reps and they all gave me different answers from the get go.
Got tired of the run around after trying to resolve the issue for over a month.
No one would return my call or follow up on what they said they would do about it. Finally, got an email on 11/24 after I threatened to report them to the BBB & they said they will give us a discount on a new phone.
WHAT A JOKE!

I believe communication with Verizon is terrible and you really have to stay on top your account and never assume anything gets done before you check first.

I have filed a complaint with FCC

(removed)
I have filed a complaint against your fraudulent business practice and non-existent customer services. Wait till your butts get whipped.
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In NY verizon is a little afraid
New Yorks Attorney Generals have nailed them for millions. Additionally the States Consumer Protection Board has authority over them, as well I have read in addition to the NYS Public Service Commission. But by different actions of authority.
So sometimes a local complaint is far superior to Federal complaints. There is always a private right of action and verizon wireless does lose quite a few of those actions. The NYS Register can attest to that.
But in fairness be pretty accurate in what you are asking for since a court or regulatory agency requires absolute truthful facts. You would need names, places, dates, remedy sought. Documents and telephone logs. Since the burden of proof lies with the filer not verizon wireless.
Good Luck

Verizon won't let us activate a new basic phone. Just filed FCC complaint

My mom has had this Verizon plan for nearly 10 years. It's not a bargain by any means. It's $12 a month plus $0.25 a minute. Kind of a rip-off. But she likes the plan. Anyway, she recently added a $10 texting plan and talked to one of the sales managers at the store about getting a new phone (texting with a flip phone isn't practical.) He said she couldn't get a new phone with a QWERTY keyboard because she still has a year left on her contract, but recommended she get a phone elswhere, or buy one. She asked multiple times if Verizon would be able to activate the phone, and the salesman said yes multiple times. So she bought a new texting phone, an EnV3.
She called up Verizon to activate it, and they told her that the plan is no longer valid and any device switch would involve changing plans to a more expensive version. Keep in mind she's under contract after she got a new flip phone last year. What should I do? The store couldn't activate the phone either. I'll try online but not sure if it will work. I filed an FCC complaint though so maybe that will help. Otherwise, I'm getting my mom off Verizon once the contract is up. AT&T is good in our area, and even T-Mobile is. At least you get what you pay for with them.

kgor93,
After ten years of loyalty, we want to see your mom here for another ten strong. Pending which plan she is on, a Verizon Wireless device like an EnV3 may require current pricing plans in order to make the switch. Do you happen to know the exact name of the plan she's currently on as well as the offerings? Also, which device does she currently use? We're going to do everything we can to express options to make sure she gets some proper help so she can stay on board.
Evan_VZW
Please follow us on twitter @VZWSupport

Re: Filing a complaint online with the FCC - data plans, no GPS, etc

You are absolutely right they are not going to help me, I had service with this company for almost 6 years and come to find my Fios was still running after I turned it off and paid fees for early termination (someone else using the remainder of my plan ) I dont know if I explaining this correctly. I m not a continuous texter caller kinda person and my frigging DATA was out rageous all kind of flippin charges when I recieved the iphone 4. with the 3 pack bundle its like $99....RIGHT? Well JUST my cell alone with verizon is costing like $$150.00 *** I should have the bundle with the price like that. sucks for me cuz hard to explain technological terminology. anyway How to File a complaint. ?

This is no surprise. Here is my story:
I was eligible for a device upgrade and took advantage by getting a NEW Droid Mini. I had the phone for a week and i noticed that the battery would not hold a charge. I opened a case with Verizon after one week and discussed the issue with them. They had me do some tweaks and i told them i would try it out. 2 weeks later, i am still having the same problem..........which means the phone is DEFECTIVE. I contacted them again immediately and they said they would send a replacement. They sent a replacement phone and it is a REMANUFACTURED phone. What kind of warranty is that? 3 weeks with a brand new phone i paid $500 for, and they send me a reman??!?!?!? If you buy a printer, or a monitor or even a pc and after 1 week you determine it is DEFECTIVE, the company won't just fix it, they will send you a NEW one. Right? They told me that's how they roll......reman. This is not the first episode with Verizon either. Verizon has the absolute WORST customer service and customer relations in the business today. Unfortunately I don't have any other carriers in my area, but as soon as i do, i will quit Verizon. MB2508........don't worry, you're not alone. Verizon doesn't care about any of their customers. It's all about $ to them. If they've got you backed into a corner, they aren't going to budge. They'll just keep squeezing. Period.

Filing a complaint with Verizon regarding a customer who is harassing me

I am looking for the correct(and best) way to file a complaint with Verizon regarding a customer of theirs who is sending me harassing emails, attacking my website from his home.
I do know his IP address and I know that he is a Verizon customer.
Any direction would be greatly appreciated.
thanks.

Log into your Verizon account. At the bottom of the page you will see contact us. Click on that, but you can't send an e-mail. You have to send your complaint via US mail. They will give you the address. I know it is ridiculous but there is no e-mail address to address your problem.
Hope this helps!

Filing a complaint against Verizon?

Last month, I attempted to sign up for high speed internet and phone service through Verizon. A $100 deposit was required for the internet and taken out of my account, yet I never receieved anything from Verizon. I called to cancel the order, and at first, they couldn't even find an order. Then they found it, or so they claimed, and cancelled it.
I asked for my $100 to be refunded and was told it would be returned. Well, after a week, there was nothing, so I called back. Kept getting transferred and was told 6-8 business days. After 8 business days, still no money. Called again. Kept getting a run around. Was transferred countless times, talked to many unhelpful, incompetent **bleep**, and was basically told to keep waiting.
Finally got some woman to tell me it was being processed and would take 3-5 business days. Yesterday was business day #5 and I still never got my money back. Called yesterday and was told they were going to try and track the refund, and that I would be getting contacted today.
Today came and it's now 9:12 PM. No money, no call back. I called Verizon 3 times today. First time, I talked to some **bleep** who told me it wasn't Verizon's problem. **bleep** better believe it's your problem. My account has a $100 charge on it from Verizon. So I hung up on him and called back.
Talked to another **bleep** who said I had to either keep waiting for my money, or I could talk to a supervisor. I asked for a supervisor, and after being on hold for 10 minutes, was told I couldn't speak to one. So I got mad and hung up.
Called back a third time. As for a supervisor and was told I was speaking to an account manager. She was unhelpful(typical) and transferred me. I spoke to another woman who said she didn't understand why I didn't already have my money, and that she would send my information to a manager. Now I'm supposed to wait until tomorrow to find out if I'll ever be getting my $100 back.
I NEED that money back ASAP! That was half of my paycheck. I work for minimum wage and only get paid every two weeks. I am part time. I make barely any money. I WANT MY MONEY REFUNDED NOW AND I AM SICK AND TIRED OF BEING LIED TO, IGNORED, AND STOLEN FROM. How in the hell do I get my money back, and how do I file a complaint against these **bleep** who can't even do a simple job?

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Filed a complaint with FTC

Dear friends after my horror with Verizon I have finally filled a complaint with FTC
https://www.ftccomplaintassistant.gov/
i would encourage other customers who have had a poor experience with Verizon and Nexus to do the same.
Dear FTC,
this complaint to bring to your attention the poor customer service Verizon is rendering to its wireless customers. I had the misfortune of purchasing a new cell phone with a 2yr contract with them late last year, it was a Samsung Galaxy Nexus phone which was recommended by the Verizon sales representative. Soon after getting the device I started having issues with dropped calls 3-4 times each day, I did some research and found that many other Verizon customers with this device wee having similar problems.
I then started calling Verizon Tech support and was told that they are looking into this problem and subsequently they replaced my handset 3 times however I continued to have the dropped call issues with this phone as did other Nexus customers, this is not a signal issue because in this very house my previous Verizon device worked fine and so does my wife's cell phone(no dropped calls).
After my third replacement also did not work I called Verizon again and was told to wait for a software update which was going to fix a software glitch I waited for this update but unfortunately even after the update the problem continued, I was in the meantime offered to exchange my Nexus for another device Razr Maxx, after everything else failed I called in to get the replacement, the Verizon customer service guy agreed to send the replacement and asked me wait for a few minute to get a confirmation number, after a few minutes he came back to say that his supervisor had taken back the replacement offer as Rzar Maxx so too expensive, after this I sent an email to Verizon Customer service (email below)
This letter is to bring to you attention the absolute worst customer service experience I have had with Verizon Wireless over the last 6 months.
I had called to start a new account 6 months ago and wanted to buy an I phone 4s, the customer service agent persuaded me for 30 minutes and urged me to buy the "brilliant new Samsung nexus" , I did buy this device upon his recommendation, however I do wonder now that did he or Verizon have any other motives??. Since the day I bought this phone I have had 5-6 dropped calls a day, and have been in constant touch with your tech support, I have been sent 3 different handsets(Nexus) but the problems remained, finally I was told that ICS 4.0.4 uldate is about to come and will solve this dropped call issue, or I could swap this phone for a Rzr Maxx this was offered by Miss Rachel one of your senior supervisors, I told her that I have $300.00 in Nexus accessories and will wait for the update and if it fails to fix the problem will request Maxx or Galaxy 3.
The ICS update happened few days ago and made the problems even worse, as a result I called it to the customer service (on 06-08-12 @ 7.55pm) and asked them to send me the promised Razr Maxx, they agreed to do so took confirmed my address and 2 day shipping method for $6.99 and asked me hold for confirmation, five minutes later they turned around and said Maxx for way too expensive and they cannot honor the previous offer and will send me a Razr (non maxx), this is really as low as you can get in my opinion in terms of customer service, first you sell me a device which i never wanted, the device is riddled with problems, you promise a replacement and when time comes back track from it.
I would really like to get a clear written explaination in this matter, if it is worth your time, you have the permission to access all my account notes.
kind regards
Prashant Singh
after this email I was emailed by Verizon Customer service promising to rectify the mistake and send me Razr Maxx - email below-
Dear Prashant,
I am so glad you took the time to write us about your experience. When I read what happened, I was truly disappointed. I realize that things go wrong sometimes when it comes to technology. However, at Verizon Wireless, we are empowered and expected to go above and beyond for our customers. And I deeply apologize for each of the issues you experienced, and that we did not exemplify this approach in your situation. I would have called to apologize personally but it was too late. My name is Tracey and I hope you will allow me to rectify this situation.
It is my goal to get you a RAZR Maxx replacement sent out tomorrow. I work at 3:00 PM to 12:00 AM tomorrow and will try calling you at 5:00 PM EST. The last thing I want is for you to feel that we habitually offer poor customer service. There are some things outside our control of course. But I feel it is my job to take care of everything that is within my control. I pride myself on providing my customers with the experience and respect you deserve. And I assure you, I will handle this issue personally.
I hope you can accept my apology on behalf of Verizon Wireless in the kind spirit which I offer it. I truly appreciate your business and I will contact you tomorrow, Sunday, June 10th at 5:00 PM to process your replacement order. If I do not reach you, I will text you and you can respond with the best time to call back.
Sincerely,
Tracey
Verizon Wireless
Customer Service
I patiently waited for the Razr Maxx to arrive the mail came today but to my amazement it was another Nexus, I called Customer service again and they said they could not do much at this time, I am completely frustrate for being provided a third grade equipment after paying a premium price for this device at their sales representative recommendation and paying $125.00 each month for 8 months for a extremely poor quality equipment which drops calls several times in a day, this problem is not isolated and the web is full of customer complaints about this device.
I would urge FTC to kindly spare sometime and look into Verizon's poor customer service and inability to honor their written promises.
many thanks and kind regards
Prashant Singh

I too have experienced this. Purchased the phone on launch day, and since then I've experienced nothing but problems, having the phone replaced 6 times, Despite Ice Cream Sandwich being an amazing operating system, this phone is the worst piece of equipment I've ever had the displeasure of owning. Everyone of them has a weak antennae design resulting in bad reception, dropped calls, and 4G speeds half that of every other LTE phone. plus the extraordinarily poor battery life, and bizarrely large energy consumption that causes the phone to drain faster then the AC wall outlet can charge it should be more then enough reason for Verizon to recall these things entirely. Making matters worse is the fact that they only send you refurbs, and in my experience, each one of the replacements I received only gave me new problems to deal with (defective screens that look like old newspaper photos, etc). Ive been begging VZW to exchange it out for a Razr maxxx for 4 months and they refuse, and will only offer the regular Droid Razr. Considering I already have 3 Samsung batteries for the Nexus (its the only way I can make it through the day and have a working powered up phone) there offer of the old Razr is in no way a solution. It's also notorious for its poor battery life, and to make matters worse, the battery isnt removable. At least Im able to swap in a new battery when my Nexus gets low!...
I found a place online that pays 200 for the Nexus. Selling it to them then probably going to use the cash to pay the early termination fee, then Im going to Spring for the unlimited data and a Galaxy S3-Im also grand fathered into the unlimited data plan, so now I cant even upgrade and get a phone I want without losing that feature and that one feature is the only reason Ive stayed with VZW at all

How and where can I filed a complaint

I've been trying to get my phone for about 2 months now. I called verizon customer service reps at least 12-15 times in 7 weeks. No one is helping me out. These people keep lying and lying to and avoiding me. Verizon services and businesses are a multi-million dollar company and they don't to order/give a phone to 1 of the billion verizon customer. Everyone is giving a hard time from people at the stores and the customer reps. It is such a headache.

It's an iPhone 5S -32G
space grey. They did a verizon edge program for my line. When I went one of the verizon zone store, they gave me a 16G phone instead of a 32G. They told me after that this phone I have now is 16G not 32G so they placed an order for me for the iPhone 5S -32G but I never heard anyone calling me to go in to pick up the phone and then it past the 14 day return period. After that everything went bizarre. I called and went in the store many times and no one wants to help me out, they just ignored me and being totally rude. They said they called to come pick up the phone which I never did hear anyone called me. They also said there was record or invoice that order for the phone. I called verizon customer representatives many times and they ordered the phone for but I still haven't got my phone. They keep saying they will solve something and help me get my phone but nothing is happening at all. They lie so much.! It's very frustrating. I'm trust trying to get my phone and why are they giving me a very hard hard time. I've been a Verizon customer for 10 years now and I 4 phone lines with them. It's very annoying with all of this and customer representatives too.
Sent from my iPhone

I lost my i phone 4g can anyone help me in tracking my iphone or getting me back as i filed police complaint now its four months still im unable to get my i phone

i lost iphone 4 my ,im unable to find mphone can anyone help me in getting bck my iphone or able to track my phone if anyone is using this devise?
<Serial Number Edited by Host>

And after four months, even if you did have Find My iPhone set up, whoever has the iPhone now has almost certainly turned that feature off, one way or another.
Sorry, but there's nothing anyone can do. At this point you can, I'm sorry to say, probably consider your iPhone gone forever.
Regards.

Re: Filing a complaint

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