Retention department contact

Hi,
I like to know how I contact the retention or complaint department.
I want to make an official complaint about my phone (curve 9320). It is a nightmare and I can't do it anymore.
I'm having problem on problem. My friend they were having fun on me all the time they were saying I had blackberry in my blood ..... Now this is over.
I need to let know somebody before I leave. (I still have 5 months of hell!)
thanks

This forum is a peer to peer forum where users help other users. If you want help with the problems we can help but most of us don't work for BlackBerry.
Also, you have your phone number listed next to 'My Carrier'. Posting your phone number for all to see on the Internet is unwise. Click on My Settings >Personal Information above and change that number to the name of your wireless service provider.
1. Please thank those who help you by clicking the "Like" button at the bottom of the post that helped you.
2. If your issue has been solved, please resolve it by marking the post "Solution?" which solved it for you!

Similar Messages

Retentions department lied? I don't know , need help

Hi I have a 1 year promotion that ended a few days ago. It was the performance 25mbps internet plan with blast internet for 44.99. I called the retentions department to ask if they would be able to keep me with the same plan and price for another year and was told by their supervison it was an OK. The representive promised 44,99 a month for another year and also included a basic cable TV. I just received my bill today and it shows that I am paying 71.95 a month now and not the price I was promised which is suppose to be 44.99. I am curious whether or not the retentions department lied to me to keep me with comcast... need some help here to get this sorted out...

Contact Account Security. You can set up a call with them. Click on "Other AppleID topics" then on "Forgotten Apple ID security questions".
https://getsupport.apple.com/Issues.action

Retention department not honoring contract

I called the Retention Department in July because I knew my contract term was expiring and my "introductory rate" was going to expire. I spoke with Efram and he told me the increase would be approximately $80 per month. I, of course, told him this was unacceptable and after many back and forths, we settled on an increase of $18 per month with no changes in my service. Two months later I received my bill and the increase of $80 was what I found. I called customer service and was told that there was no documentation of any conversation with Efram in July. I subsequently spoke with Brian, a supervisor in Retention, who also told me that there were no notes from conversation with Efram. I had taken notes however, and rattled off all of the details that Efram had given me to which Brian responded that "that offer does not exist " and he cannot offer it to me. He could however decrease my services to get me to that rate or he can keep my services the same which would be an increase of $40 per month. He went on further to tell me that offers change all the time - to this I suggested to him then that the offer that Efram gave me back in July probably did exist then in July and that AT&T should honor it - his answer was "NO". This is AT&T's mistake and I am paying the price for it- they should train their CS people better and give their supervisor's the authority to make decisions that will retain customers - especially if you work in the Retention Department. Stand by your offer, AT&T!

Hello, !
Thanks for posting. I'm sorry to hear that your promotional pricing has expired. We would be happy to review your account and discuss some options, so please click here to send us a private message with your contact information, the best time to reach you, and a brief summary of the issue.
You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen. In the meantime, feel free to message me with any other questions or concerns.
-Mariana

Complaint against the retention department- Billing

I have been a long time customer with AT&T. I recently, three maybe four months ago took advantage of my upgrade to the new Samsung S6 phone. I have never had any problems with my phones in the pass. This new device was just not working. Then I spoke with representatives in the retention department just about every 10-13 days notifying them of the problems I was having with my new phone. So Mr. Frank a manager in retention stated that he could save me $20/month on my account. I asked if my plan have to change. He stated "no" he saw that I was paying $30/month for unlimited talk and text and he can take $20 off since I have 2 phones. Not knowing that he changed my data plan. So last month my bill was increased $114 over for overages for talk/ I spoke to a Zackary on July 7, 2015, I explain my problem with my bill he assured me that the bill will be taken care of and was there anything else he can do. I then went on to explain the problems that I have had with my phone. He then offered a free upgrade. He asked me what phone I wanted I said the Samsung Note 4 edge. He then that he suggested that I should go with the NOTE 4 not the edge. I told him ok. The next day I checked my account saw that my account was not credited for the $114. After talking to a Yolanda and Nicollentia Johnson, Lakeia was the only representative that took the time to hepl me. Lakeia assured me that my account would be credited and it was. So once i received the Samsung Note 4 on July 10, 2015, and took it to the At&t store to activate my phone, I then asked the Representative what was the difference between the edge and the regular note 4 she stated that the edge is the newer model and that if it was her she would ask for the edge since that did a free upgrade to the NOTE 4. I called retention talked to Amber and she stated my account would be billed $99 I told her no I was told that it was a free upgrade. I was told that it would be credited once At&t receive my Samsung s6. So when I received my terms and conditions I called back again to verified that i would not be responsible for the $199 and was told no… I talked to a Elisa. She assured me that once both the Note 4 and the Samsung s6 was return it would be nothing added to my account. On July 27, 2015 I talked to a Madison about my account billing for the month of August, i was charged for the $99, $199, $80 for upgrade fees/ so my bill is over $568 who said there was nothing she can do about my bill. ...I asked if a manger could call me. I never received a call back. I call July 28, 2015, talked to a Alan in retention who had me on hold for 15mins if not longer and then was disconnected, called back talk to a Brianna who was very helpful she took her time to go through all my notes but then told me that my account was flag to not apply any credits. She stated that this was wrong and was trying to get a manger on the phone to go over my notes. I was then disconnected from her. I called back and talked to a Latonia who told me that she will have a manager by the name of Deavanie call me back. I requested that a supervisor review the phone calls from July 7 till now. Retention has made it very difficult for me to get help. Some of the people are not documenting what they are advising the customer on the phone therefore flagging me. I don’t appreciate the help or the lack of I have received. All I want at this point of time is for my bill to be corrected. My bill should be no more than $160/month. I have a working phone finally. SO PLEASE HELP!

First call 800-288-2020; Press 0 at each prompt OR when the IVR asks why you are calling, say "Agent"In general, help is available at this phone number for: customer problems support customer care issues questions billing sales customer service. Thsi is the proper way of complaint registration and recovery option. For get more details abot AT&T please click here laustan.com for wide report on it.

BT retentions department

I recently decided to leave and go to **,,,, BT's retention department saying "The other service provider" couldn't offer me more speed than they could!
This was not due to some ill informed member of staff as they told me the same a year ago and like a fool I believed them then (I have since done some research)
I live close to my exchange and potentially could sync at 8mbs but BT throtteled my line (without telling me for 6 months or so) to 1Mbs. So I decided to go to ** who have far less draconian download limits on their top package. (people are downloading 200gb+ with no problems)
Recently my neigbour also left BT and now gets 16mbs connection (from **) with no throtteling for less money!!!!!!
And I will soon be joining them!
... its good that they are being forced to open up their 'channels' so some decent companies can put in something better than the antiquated copper rubbish we have to use now.
'Unlimited package' = obvioulsy limited to 100GB!
BT = fail..... I am never coming back.
Check this out
http://www.youtube.com/watch?v=O8MNAlwgqr4&feature=player_embedded

Jarviser wrote:
Nice bit of empirical testing. This post may not BE here long as it breaks some naughty rules, but can I assume this is 2 BTW lines in the same house? I may have missed it in the video. Is there any other line condition that may skew the results? If not then it's a damning indictment of BT's technical management.
I'm afraid the video is extremely misleading. It actually gives no details at all. Like has the user gone passed the "100GB" throttling scenario, or just different line conditions altogether. The video or comments don't say what speed they think they should get with each connection.
In fact, the speedtest on the left virtually indicates that the connection is a fixed 1Mbps line - though the upload speed is higher that 288 for fixed service. The BE line is clearly a different line at a different speed - so the comparison is frankly worthless.
I tried the Adobe d/l and got full pace at my connection speed. Of course, need to test at 6:51pm to compare.
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Complaints department contact details

Is there a contact number / email for complaints about poor Apple customer service? I had a beyond ridiculous conversation with one of their non-support staff, and when I shared my perception of the customer service that she was offering and asked to advise me of what avenues I had available to complain about that she just hung up on me. I was hoping their normal survey / feedback request would come thorough via email (like they normally do after you speak to Apple support), but it has not come through. And before you ask, the answer is yes, I am outraged enough to take the time to complain.

There is this support feedback link.
https://ssl.apple.com/support/feedback/

I'd really like to renew my contract but I can't.....

My contract expired back in March. My pre-paid line rental ran out in November. I had a look around and I decided to contact BT to see what offer I could get to renew my contract for 18 months.
I spoke to Craig from the retentions department back on the 8th October. He was very helpful and said that he could reduce my current monthly bill to £20.65 for unlimited Inifinity1 and unlimited calls. I had some more research to do so I told him I would think about it.
I spoke to Colin (not from retentions) on the 18th November to try and take up Craig's offer. However Colin could not do that deal as he was not in the correct department. He said he would leave Craig a note and Craig would call me the next day. This never happened and I forgot about it.
Yesterday I got an email saying that my free caller ID was about to expire but I could get it for another 12 months if I renewed my contract.
I tried to do this just now. I spoke to Kirsty from the rentions deparment. The best offer she could do me was £29.35. I pointed out that I currently paid £22.35. I told her about the offer from Craig and said I would happily renew for 18 months at that price. She said that she was unable to offer me that deal anymore. I told her that Craig had specifically told me that the deal was available from the 1st December when new prices came into effect.
Please can someone from the retentions department contact me so that I can renew my contract at the price offered of £20.65.
I have been with BT now for 3 years and had the same HHB3. I asked about getting this replaced with a new HHB5 but was told I would have to pay full price. This seems unfair given they are given to new customers for P&P only.

Right then. I followed the advice. I rang the number and got through to another member of the retentions team. I had done my research before hand and I worked out that I can get the same package as I am on from TalkTalk for an average of £18.75 per month for an 18 month contract. If I was already a TalkTalk customer and I was renewing then I would pay £21 per month for the same package.
I'm not greedy I would have happily recontracted with BT for 18 months for £21 per month (equal to the non offer price from TalkTalk).
The lady I spoke to told me the same thing as the last call. The best they could do was £21.75 for unlimited Infinity and £7.50 for the calls. She also said that I could instead recontract for 12 months at my current rate. I asked if they would replace my creaking HHB3 with a new HHB5 in this case but she said they could not do this.
This left me with no choice - I asked for a MAC code which I should get within the next 5 working days.

Sending mail from Contact person email id

Hi Guruu2019s
In Customer master, Under General Data tab, there is a Contact person which is having Email id.
The requirement is that to send PDF attached invoice automatically to the contact person (customer)from (Table : KNVK).
If the value for the email is available for that contact person, then only the invoice mail(attached PDF invoice) has to trigger to the customer. If not, mail must not trigger to the customer.
(Already code has been written for triggering of the mail to the customers and it is working fine).
Which fields I have to take into consideration for creating an access sequence. So that I can create a condition record in VV31.
Ex : Customer,Department, Contact person Function, Partner Function, Medium, Language.
Please correct me

Hi,
VV31 has nothing to with the contact person. The logic is that whenever an output is triggered, it looks into the contact person details and if email is maintained, email will be sent to him
In VV31, you only have to maintain the communication strategy for emails. Your communication strategy should include internet/email as one of the communications. If this is done ,and if contact person has email id, it should work without any problem, of course, if the code is enabled for emailing.

Active Sync delete/change command for contacts

Hi,
I am trying to write Active Sync client for exchange server. I am able to add contacts to server with help of sync command but facing issue in change/delete. I am sending delete command for 2:3 but i am getting same item in add command from server. Also
item is not deleted from server. For change I am getting similarly status as 8. Below is request and response xml for delete command:
Request:
<?xml version="1.0" encoding="utf-8"
?>
<Sync xmlns:contacts="Contacts" xmlns="AirSync">
<Collections>
<Collection>
<SyncKey>1895711361</SyncKey>
<CollectionId>2</CollectionId>
<DeletesAsMoves>0</DeletesAsMoves>
<GetChanges>1</GetChanges>
<WindowSize>512</WindowSize>
<Commands>
<Delete>
<ServerId>2:3</ServerId>
</Delete>
</Commands>
</Collection>
</Collections>
</Sync>
Response:
<Sync xmlns:airsyncbase="AirSyncBase" xmlns:contacts="Contacts" xmlns:contacts2="Contacts2"
xmlns="AirSync">
<Collections>
<Collection>
<SyncKey>1823493022</SyncKey>
<CollectionId>2</CollectionId>
<Status>1</Status>
<Commands>
<Add>
<ServerId>2:1</ServerId>
<ApplicationData>
<airsyncbase:Body>
<airsyncbase:Type>1</airsyncbase:Type>
<airsyncbase:EstimatedDataSize>0</airsyncbase:EstimatedDataSize>
<airsyncbase:Truncated>1</airsyncbase:Truncated>
</airsyncbase:Body>
<contacts:FileAs>Jaiswal, Dhruv</contacts:FileAs>
<contacts:FirstName>Dhruv</contacts:FirstName>
<contacts:LastName>Jaiswal</contacts:LastName>
<airsyncbase:NativeBodyType>1</airsyncbase:NativeBodyType>
</ApplicationData>
</Add>
<Add>
<ServerId>2:2</ServerId>
<ApplicationData>
<airsyncbase:Body>
<airsyncbase:Type>1</airsyncbase:Type>
<airsyncbase:EstimatedDataSize>0</airsyncbase:EstimatedDataSize>
<airsyncbase:Truncated>1</airsyncbase:Truncated>
</airsyncbase:Body>
<contacts:Department>Mobility</contacts:Department>
<contacts:FileAs>Yadav, Pankaj Kumar</contacts:FileAs>
<contacts:FirstName>Pankaj</contacts:FirstName>
<contacts:MiddleName>Kumar</contacts:MiddleName>
<contacts:CompanyName>Dell</contacts:CompanyName>
<contacts:AssistantName>n/a</contacts:AssistantName>
<contacts:LastName>Yadav</contacts:LastName>
<contacts:JobTitle>S/W Dev Advisor</contacts:JobTitle>
<contacts:OfficeLocation>Dell sec 125</contacts:OfficeLocation>
<contacts2:ManagerName>Kamal</contacts2:ManagerName>
<airsyncbase:NativeBodyType>1</airsyncbase:NativeBodyType>
</ApplicationData>
</Add>
<Add>
<ServerId>2:3</ServerId>
<ApplicationData>
<airsyncbase:Body>
<airsyncbase:Type>1</airsyncbase:Type>
<airsyncbase:EstimatedDataSize>0</airsyncbase:EstimatedDataSize>
<airsyncbase:Truncated>1</airsyncbase:Truncated>
</airsyncbase:Body>
<contacts:FileAs>lastname, pankajtest1</contacts:FileAs>
<contacts:FirstName>pankajtest1</contacts:FirstName>
<contacts:HomeAddressCountry>India</contacts:HomeAddressCountry>
<contacts:HomeAddressStreet>dell</contacts:HomeAddressStreet>
<contacts:CompanyName>dell</contacts:CompanyName>
<contacts:OtherAddressCity>noida</contacts:OtherAddressCity>
<contacts:OtherAddressCountry>India</contacts:OtherAddressCountry>
<contacts:OtherAddressStreet>123</contacts:OtherAddressStreet>
<contacts:LastName>lastname</contacts:LastName>
<contacts:BusinessPhoneNumber>98615272327</contacts:BusinessPhoneNumber>
<contacts:JobTitle>s/w</contacts:JobTitle>
<contacts:OfficeLocation>dell</contacts:OfficeLocation>
<airsyncbase:NativeBodyType>1</airsyncbase:NativeBodyType>
</ApplicationData>
</Add>
</Commands>
</Collection>
</Collections>
</Sync>
Please tell me what I am doing wrong here.
regards,
pankaj

Hi pankaj,
Sorry for the lack of knowledge on coding. I suggest asking MSDN forum for help so that we can get more professional suggestions. For your convenience:
http://social.msdn.microsoft.com/Forums/en-US/home?category=exchangeserver&filter=alltypes&sort=lastpostdesc
Thanks
Mavis
If you have feedback for TechNet Subscriber Support, contact
[email protected]
Mavis Huang
TechNet Community Support

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.

Does Verizon ever actually follow up on what they say they're going to do?

Verizon's customer service has been an absolute nightmare to deal with, and if my wife weren't on a family plan through them with me I would drop them in a HEARTBEAT.
I've been told ~5 times they'd call me back to follow up on issues or e-mail me with follow-ups and they've never done that once. This includes supervisors as well as other employees. I cancelled my upgrade order through them after they never sent the phone and when they did, stopped my order and had it reshipped back to them, and they said once the return is processed my upgrade date and charges would be returned to their original state.
I called two days ago because my upgrade date still shows next year even though I never got a new phone, and I was promised that it would be changed to it's original date that day, but it still hasn't been updated.
So, has anyone had a Verizon rep actually follow up and do something they say they're going to do? Or do they just lie and tell you that to make you feel better?

Content has been edited for private/personal and sensitive information.
no they don't:
July 10, 2013
Corporate Office/ Verizon Wireless
Attention: Executive Relations
To Whom It May Concern:
Please don’t let this fall on deaf ears. I have been a long time customer of Verizon wireless for several years (well over 10 years.) My husband is terminally ill. He was diagnosed with ALS/Lou Gehrig’s disease. A fatal, progressive, neurodegenerative disease for which there is no cure. There are no tests for ALS, no treatment and no cure. It's a torturous way to die as the brain loses all contact with the muscle system.
The reason I am telling you this is because you need to be aware of the insensitive, unprofessional customer service staff that I had to deal with for several hours today.
I use to hear so many complaints about other cell phone services, from coworkers, friends, and family. I often recommended they switch to Verizon. Until Now.
Today things changed dramatically. July 5th, Verizon Wireless turned off my phone service. I entered into a payment arrangement plan on 6-22-2013 with your financial services Department and CFS Retention Team. I’ve provided you with a copy of the agreement.
NOTE: $250.00 was due July 1, 2013
NOTE: I paid $250.00 on time, online on 7-1-13
NOTE: Verizon’s Customer service and automated text verified payment was received.
Per my agreement I am to make 5 monthly payments of 74.00 in addition to my regular monthly bill.
On July 4, 2013 I received an automated text message indicating my service would be suspended due to the balance owed on my account. I tried several times to contact a live person at Verizon, (I assume people were working regardless of it being a holiday) Perhaps no one was working. Or no one cared to take calls. I tried two different phone numbers and could not get my call routed to a live body, instead I just kept getting the automated system requiring payment, and no matter how long I continued to hold on the line or how many times I pressed “0” for an operator. I got nowhere.
On July 5th, from 10:00am until well after 2:00pm I was on the phone with your customer service representatives. I was told until I paid the past due amount of 83.05 that nothing could or would be done to reinstate my service and I would be charged $15.00 reconnection fee for each line. Well, needless to say, I paid the 83.05 over the phone, through your automated system. A payment I did not owe! I was given no other options no matter how many times I asked to be transferred to Financial Services and the Retention Team.
Now please keep this is mind, I am the full time caregiver to my spouse (who is bedbound, paralyzed, unable to speak, eat, drink and requires a PEG tube and a bladder catheter) so I was trying my hardest to provide my husband with the care he needed and deserved and dealing with your ridiculous customer service departments games. I spoke to eight different representatives. I kept being told there was a high call volume…I suppose that would be from other customers too who experienced billing issues…it certainly wouldn’t surprise me. I was hung up on; calls were dropped during the transfer or disconnected multiple times when I requested to be transferred to the retention team. I spoke with, Shetailia, Melissa, André, Debbie, Constance, Kelsey, Hope, Kayla and finally a supervisor/mgr. by the name of Greg at ext. 2072154. I explained my predicament. That it wasn’t my fault that my service was shut off. That the fault was with Verizon. All I wanted was a refund, a reversal of the 83.05 payment, for it to be cancelled, stopped etc. I was told this couldn’t be done. I was told I had to call my bank for them to stop the transaction. Guess what..I called my bank..and guess what they said…Verizon had to stop the transaction as they were the ones who processed it. I’m told there is a payment dispute in place for review. I, however, have no confirmation that this is true, I’ve yet to see anything documented from Verizon to that effect. I was told someone by the name of “Liz” from upper management would be in contact with me regarding this issue…and that I would hear from her within 24-48 hours…well here we are several days later (July 10th now) and no one by the name of “Liz” or any other manager followed up. I asked for a last name of “Liz” and was told that information could not be released, I asked for a direct line to reach her at or an email, I was told the lines and email are for internal purposes only. I’ve worked in customer service for over 20 years. I know that is a crock of ****.
All I wanted was the 83.05 reversed and returned to my bank account. No one would or could help. Again, working in customer service I know this is not true, I have processed many credit card/debit card/ electronic check payments for customers and had the ability to reverse the transaction. The retention team verified I followed through with what the payment plan agreement was and yet no one knew why the “system” generated a past due/shut off text. No one could offer any explanation of why the service was interrupted. I’m told the 15.00 per line reconnection fee has been waived, again I have nothing documented to prove that either. It’s amazing to me, in this day and age; with all the advanced technology out there that no one would fix this.
I didn’t owe 83.05. I did my part. I held up my end of the agreement, your company did not. And No one has bothered to right this wrong. Now, not only was the 83.05 taken from my checking account, I also incurred additional bank fees because I went into a negative status…a status that would not have occurred if your departments had done their job.
Whom do I have to contact to get something done about this? What your company did is wrong. They should and must fix it. I have already filed a complaint with the FCC, BBB and the Florida Public Service Commission. You gave me no other choice but to proceed this way. Do you have any idea of the added stress you placed on me that day, on my family who by the way, didn’t get to each much because that 83.00 would have gone for groceries.
I feel very strongly that your company owes me more than the 83.05 taken from my bank account. I have a strong conviction about businesses needing to do the right thing. You see, that’s the kind of person I am, I have integrity and I would never have left a customer to fend for themselves. I would have pursued every department, every manager and I would have followed up with that customer until the problem was resolved. At this point, there is only one thing that will keep me with Verizon…credit my account for one month’s service. That is the least you can do. And I’m not talking about the 74.00 payments.
Sincerely Disgusted,
Sandy M
There is one more vital piece of information you should have on hand. None of your employees know what number to give to a customer so they can reach the retention department directly. Here is the list of numbers I was given…and guess what…even one of the numbers is a non working number…really? A nonworking number for a phone company?!
1-866-451-1237
1-866-266-1445
1-800-288-8496
1-800-528-7594
1-800-922-0204
1-800-281-8584
1-877-214-4572
Message was edited by: Admin Moderator

Verizon representatives are committing fraud!

I currently have my line with a smartphone and two other lines both with basic phones, my mom's and my grandmas. Both basic phones will never need a smartphone due to the complexity. I have been a Verizon Wireless customer since my first cell phone and one of the biggest reasons I have always stayed with them was the customer support. However anymore there is no customer support, the customer is no longer important. After Verizon decided they were no longer going to allow the unlimited data plan on their phones they still allowed you to be grandfathered in to a new phone if you were to upgrade someone else's line and then switch the phone to your unlimited data line. I have done this for years and it has allowed me to keep my unlimited data by utilizing a family members upgrade under my account. When I went in to a local verizon store to upgrade to the new iPhone 6 I was informed that I would still be able to upgrade another line and then switch the phone over to my account with the unlimited data. However I was instructed to call customer service and have them take off the data that was required to be put on the upgraded line temporarily. I was assured there would be no issue removing the data and everything would be how it has always been. That however was not the case at all. When I first contacted verizon's customer service they told me that it would be no problem and they would take the data off the line that was upgraded, but no longer needing the data because it was a basic phone and no longer had the iPhone associated with that line. After a week or so I decided to check to ensure everything was done and saw that it was not. I then called customer service again and they informed me that there were new rules that were implemented to prevent customers from upgrading to smartphone and then moving the upgrade to another line and removing the data plan from the original upgraded line. WHY WAS I NOT INFORMED OF THIS IN THE BEGINNING?!!!!! They told me that they are now offering customers with unlimited data a special package of 6 gigs for 29.99 when they upgraded and they were no longer allowing customers to be grandfathered in by switching upgrades. Okay I understand this, but why was I not informed by the verizon store rep or the first customer service rep I spoke to??? Being frustrated i ended up calling back again and was told again I would be able to remove the data from the upgraded line because it was a basic phone and I would be able to keep the unlimited data on the line that now has the iPhone 6. When I called again to make sure, another rep told me it could not be done. I called multiple times after that with mixed answers and the reps telling me it could not be done blaming me. HOW IS THIS MY FAULT WHEN I WAS MISINFORMED BY VERIZON REPS BOTH IN THE STORE AND ON CUSTOMER SERVICE. How am I suppose to know all the new rules when clearly your own employees don't know the new rules. I am not nor was every trying to screw anyone over. If I would have known this in the first place, I would have upgraded my line and accepted the now 6 gig of data. But now they are telling me I have to keep a $30 data plan on a basic phone that will never use data because that was the line that was upgraded. I tried to come back to all the representatives with many fair solutions due to the negligence of their employees. 1) Fix the issue by upgrading my line like it should have been and give me the 6 gig of data for 29.99 that you are offering unlimited data users who upgrade. 2) Give me a credit to counteract the $30 fee that is now being charged for a data plan that shouldn't be there 3) let me return the phone and then redo the whole process correctly. Verizon is saying none of those are valid options. How are they not valid options when their company misinformed me numerous times. All my calls are recorded under there side and on mine stating that I can remove the data. There is proof that the customer service is misinforming customers leading them to make decisions they cannot back out of. I am now left to cancel the basic line of service for $360 and either stay with verizon, which would be ludicrous, or go to one of their competitors. I will not back down from their lies. I don't care what I have to do or who I have to contact, I will not be taken advantage of because of their lack of transparency and false information!!!

Customer service is not the sales department or retention department.
The loop hole was closed that makes no difference if the representative knew about it or not.
Not all information is available as to when something changed or not.
We are responsible to check out what we want and how much it will cost. I don't take the word of any sales people.
Yeah you use another line to keep your unlimited data on your line. OK so its retained.
However because customers were doing this, Verizon decided if you purchased a smart phone on that line (basic) it changed to a data line. You have to have it on the basic line first before you swap it to your unlimited line.
So you swapped. However the loophole is closed. The basic line went to a data line and now you have 2 years of paying for data on that line.
Even if you were lied to, it was something you could have changed back within 14 days on that worry free guarantee.
Like I said it is a lesson learned. This loop hole being closed is readily available on the net and if the customer service people knew about it I am sure it would have been mentioned.
http://stopthecap.com/2014/08/14/verizon-wireless-closing-unlimited-data-plan-upgrade-loopholes-the-latest-party-ends-82…
Verizon may be about to close a loophole for its remaining unlimited data users | Android Central
And there are many more.

Verizon I've Been A Customer Since 2001 & You Don't Care

I contacted Verizon on 11/25 & was very disappointed in their response. I slept on it and woke up even more frustrated then yesterday.
Over the last month and half I've been working from home while receiving Chemotherapy treatments. My job requires a lot of conference calls & went over my allotted minutes. My plan provided 700 minutes and I used 1,344 minutes. This caused my bill to go from a steady $142, to the new bill of $468. Yes I was aware that I was nearing and then exceeding my minutes, but honestly while dealing with Chemo, surgery and other things that cancer brings into your family, my wireless minutes weren't top priority.
I spoke with a customer service rep by dialing 611. After several times of being placed on hold she offered me 25% off my overage and said that was being "Very Generous" of Verizon. I requested the Retention Department, the Cancellation Department and received the answer we don't have either. I requested a Supervisor and Ed got on the phone (I.D.# (removed)). Ed was more then excited to continue reminding me that Verizon sends notifications on your usage, and how generous Verizon was at offering me 25% off the overage. I explained that as a customer for the last 13+ years I was not satisfied with a 25% reduction. I offered to pay 25% since they felt that was a generous number. Of course Ed wasn't interested in my counter offer. So I instructed Ed to process the order of 25% off the overage and ended the call.
Verizon, what would I have liked you to do? How about show some appreciation of my wife and I being a customer since 2001, and some understanding of my personal situation.
In closing, I just looked up my past 6 months history on minutes used. What I see as a customer is how happy Verizon is to charge me the price of 700 minutes when we don't even come close to using all those minutes. And then when I do go over the minutes one time, how happy Verizon is to bill me the overage.
Bill Period: October 21, 2014 - November 20, 2014
Total Used 1,344
Bill Period: September 21, 2014 - October 20, 2014
Total Used 611
Bill Period: August 21, 2014 - September 20, 2014
Total Used 113
Bill Period: July 21, 2014 - August 20, 2014
Total Used 131
Bill Period: June 21, 2014 - July 20, 2014
Total Used 320
Bill Period: May 21, 2014 - June 20, 2014
Total Used 96
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

@SuzyQ
Your correct on many points. Verizon did send me notifications, they do provide the tools to make changes, I did know I went over my minutes etc...
Verizon is a business not a charity, lets talk about that. You could say the same about all for profit businesses. Part of running a business is customer care & satisfaction. Have you never heard of a car dealership covering the cost of a repair even though it was out of warranty, or a restaurant covering your meal because you weren't satisfied, or a hotel upgrading your room for free because your a frequent visitor? These are examples of businesses going above and beyond to keep us the consumers satisfied and coming back to them. All businesses have rules in place, and the rules are simply guidelines. Sometimes circumstances arrive with the customer that warrant an exclusion to the rule.
I didn't foresee my circumstances, and as stated cell phone minutes surely weren't high on my priority list while dealing with other things.
Verizon has made it clear to me, customer satisfaction is their low priority, my 13+ years as a customer means nothing, along with my "perfect payment history", quoted from employee on phone. Honestly Verizon's "Generous 25% reduction" is nothing but a slap in the face.

Monthly charge increased with zero warning?

Hello,
I'm on the "High Speed Internet Enhanced" dry-loop plan, which was a consistent $44.99 a month. This month, I see I've been charged $49.99. I looked at my past four saved bills and there's zero mention of an upcoming rate increase.
But beyond that, $49.99 a month for 7Mbps down is ridiculous. I understand Verizon corporate wants to kill all the copper lines and move to fiber, but my building doesn't have FiOS available yet and there seems to be no way to get Verizon to contact building management to help expedite this process.
At this point, I'm grandfathered into unlimited data on Verizon Wireless and I should probably just cancel my DSL line entirely and pay $24 a month after work discount to just tether and do a mobile hot-spot off my iPhone.
In summary:
1) When and where was this rate increase supposedly communicated to us?
2) Is there any kind of contact form on the Verizon website to get this company in touch with building management to expedite FiOS installs by granting building access?
3) Is there a direct number to any kind of retentions department?
Thank you.

I just read our reply to a verizon customer asking why their internet charges increased without any notice from verizon. It is obvious that you are an active employee or retired when you advised this customer to go to customer spport at verizon and ask them why their rate was increased. Actually I believe you stated, "our site".
I am a retired verizon employee with 37 years of service. I actually am having the same problem and I did go to support on "our site". I gave the rep the dates when the charged changed, advised them the billing statement read, high speed internet disconnect and the date, and high speed internet added and the date, which was the same date. I advised the rep I did not change my internet service and asked for the order number that increased my charge but did not increase my speed. I was advised there was no order. And here's the kicker, I was told by the rep, and I quote, "Verizon is a large company and can change their rates whenever they choose".
Unfortunately, Verizon has to file with the FCC in order for them to approve a rate change andevery customer should be informed.
I suggest, in the future , if I were you, not to suggest to anyone to go to the support site fo help. I sincerely hope you never experience the problems that many of us are going through with billing discrepancies. I was also advised 4 hours ago, that a supervisor would contact me within 30 minutes.
I'm still waiting!

Highly unsatisfied customer- unable to get callback

I have been a verizon customer for 5 yrs. After my contract was up recently, and after receiving a promotion nearly everyday decided to call and renew contract. BIGGEST MISTAKE OF MY LIFE. After a 3 hr long phone call, the rep was able to offer me a contract similar to a new customer less the prepaid visa. However, after i received the email confirmation, it did not include the promotions she said I would receive nor did it have the monthly price she told me my bill would be. I called back within 24 hours explained the situation and was told i would recoeve a callback from the retention department, but no one called. 2 days later, i called back and explained it to the rep who then told me that although the 1st rep who i renewed the contract told me i would have that price for the 2 years of my contract did not give me correct info and some of the discounts that she promised for 2 yrs would expire within 2 weeks. She transferred me to supervisor and after explaining everything to her she told me rep1 had misinformed me about the price as well as the promotion of 24 months of all the premium channels. In fact, the supervisor told me that even though i had the promo in my hand, that offer was in fact not available to new customers. I told her i entered into the agreement under false pretenses because i was promised a specific price and specific upgrades but she still tried to talk me into keeping a contract in which i didnt agree to. And that rep1 would possibly be reprimanded. After telling her i wanted to cancel several times she then told me that if i cancel contract i would be paying a much higher price because no contract no discounts. The new plan was with many fewer channels than i had previously but was at the same price i paid previously. So i told her i wanted to go back to my old plan and she then told me if i went to my old plan i would have to pay 40 more a month since i was grandfathered in at that price. I told her that i only changed it because i promised a certain price and entered the contract thinking i was getting more and if she didnt "misinform" me i wouldnt of changed anything. So now i am stuck paying the same price for a bundle with about 200 fewer channels all at the expense of rep1 "misinforming" me. So i have to suffer with a much higher bill than i thought i would have with less services!!! I asked to speak to someone else and she told me there is no one else i can speak to. Mind you this is all within 4 days of agreeing to a contract but not recieving what i agreed to and couldnt even go back to the position i was in previously even though it was the rep1 fault, who may or may not be reprimanded. So i am in a lose lose situation and wish i never even tried to renew my contract. All verizon customers beware, because you will be told a certain price and uprades but once ypu agree they say it was a mistake and we cant give that to you. On top of that, she claimed the promo i had in my hand was not being offered!!! Sounds to me like consumer fraud, bait and switch as well as false promotions. I have a question verizon, why send me a promotion Everyday that i cant take advantage of,only new customers can, but then tell me u value existing customers just as much? If i am entering a new 2 yr contract i should be able to subscribe to those promotions as well.
So after calling back numerous times and spending 12-15 hours on the phone and being told a supervisor would call me back, which none ever did, i am stuck with a higher bill and less services because of you rep. And i call and asked customer care several times who can i speak to about this situation . All customer care said was a supervisor will call you back. There has to be some type of dispute department to handle these situations but no one is giving me the contact information. One rep told me to contact the closed captioning department. Closed caption is for the words to be displayed on tv for hearing inpaired. I guess that was a punch in the face and implied that I cant hear. I can hear fine and i cant wait for the conversations to be reviewed!!!!
I would love to be somehow credited for all my trouble , time and stress caused by a rep 'misinforming' me!!!
Please verizon, feel free to contact me because I have not recieced a callback from anyone. I am always promised the world from you guys and nobody every follows thru.

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

Retention department contact

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