Unacceptable Billing Practices

     I have filed both an FCC and a FTC complaint on Verizon Wireless for their craziness, just want to make that known before I start, as well as a BBB complaint.
So here's my story, and to make it short, first off I made a payment to Verizon wireless 5 - 8 days BEFORE suspension of my services, and was still suspended (granted, this payment wasn't for the full amount) when services were suspended 5 - 8 days later after the payment, I called in and was informed by a "Supervisor" that my services shouldn't have been suspended as I did make a payment just a few days back, services were suspended for a total of 1 1/2 hours.
Upon my services being turned back on Verizon Wireless has fined me $15 per line ($45 total) for re-activation, which I have not paid, and will not pay as I feel that Verizon is being unreasonable when their own employee admitted I shouldn't of been disconnected after making a payment a few days before suspension.
Just curious if I can get in touch with someone in wireless who can help with the $45 and hopefully have it wiped off my account as I have been a loyal customer with Verizon for over 7 years on a family plan, this is the only time in that time frame service has ever been suspended due to non-payment, and I've paid Verizon enough money throughout my lifetime with the company (Wireless only, I've been a FiOS customer twice as well) to buy a new car, or 3 - 5 used cars, and happily continue to pay as the service is rock solid, but if this continues I guess I'm going to have cancel services and go with another provider as this is just ridiculous to be charged $45 for 1 1/2 hours of suspension time, when I was suspended right after making a payment, and even had the entire bill paid off within 2 days after the suspension.
In addition I've called and gone through the normal support channels, to which I was given the only option of half of the fee's being removed, I feel that I shouldn't have to pay the fee's as I shouldn't of been suspended in the 1st place.
Thanks,
Matt
Thanks for your time guys, and I know this isn't really the right place for this stuff, but I'm just hoping you can connect me with the people who can, otherwise I guess I'll have to go through the FTC and FCC, as well as possibly send my story on to the news media about how Verizon treats it's most loyal customers.
>>Personal information removed<<
Message was edited by: Verizon Moderator

Well see that's the thing, this wasn't negligence, as I didn't just not pay the bill, I paid a good chunk of it, problem was Verizon called me to setup a payment option after that (1 - 2 days later?) and wanted a GUARANTEE that I pay the rest of the bill in 5 days, to which I had informed them, at the time "I do not get paid until the week after this, so I cannot guarantee this payment within 5 days, I do have a $600 check coming from my nephew (loaned him $1,200 for X-Mas) which should be here by tomorrow or the next day, but as he's shipping it from Afghanistan, I cannot fully guarantee this time frame because anything can happen, and I don't want to lie to anyone and say yes I'll pay it in 5 days no worries, when I don't get paid till next week and therefore cannot for sure say I'll have it"
At this point the representative tried bullying me into payment constraint of 5 days or loss of service, I informed him again of the same thing, and then said if they want to set it for the day after I get paid (to ensure the check was in the bank) then I would happily agree to that and have it paid by then... After about 30 minutes of this over and over with the rep I finally just told them "Do what you need to do, but do not disrupt my service as I've already paid on it, and that's the only guarantee I can give that the rest will get paid on the date previously mentioned" they kept pushing for a date, I just told them thanks for their time have a nice day.
And if the supervisor is wrong, then where in the world do you think that a company lying to you is acceptable? If anything, the $45 should be credited for that reason alone, for being lied to and led to believe everything was ok and not my fault, then only to be hit with bill shock, and get told over and over it's my fault and that Verizon was never at fault, so now I have to deal with 2 different stories from the same company? That's complete **. I don't run my business that way, and I'm sure if I did over half of my customers would probably stop coming around... Where this makes sense to anyone is beyond me...

Similar Messages

  • Billing Practices

    Dishonest billing practices.   Recently upgraded a phone and my cell phone plan to the "Share Everything Plan" with Verizon Wireless. 
    The store representative stated "the additional line rate will stay at a $9.99 access rate".   So we agreed to upgrade and added the new phone.   REceived the bill which shows a "Basic Phone Line Access" of $30.00 per month listed on the bill.    
    This is different that what the Verizon store representative had directly told us when we went to look at "basic" phones. 
    Upon receipt and examination of the bill, I contacted Verizon Wireless customer service by dialing *611 on my cell phone.
    The customer service representative, Matt, attempted to explain the charge of "Basic Phone Line Access" policy.  He stated that he felt it was excessive as well.  That maybe $20 would be more appropriate.      He also apologized because we are now pass the 30 day return period in order to cancel everything on this line and revert to the plan we had before.   The representative did offer to credit back $15 of the "upgrade fee" for line xxx-xxx-xxxx.  I thanked him for that at least.   He encouraged me to contact Verizon Wireless corporate for follow up.
    I believe a review of Verizon Wireless' billing practices are in order.   The sales representatives, both online and in the store should be completely honest with the customers as to future billing expectations, so the consumer can make an informed decision of purchase and changes to service.    The Verizon Bill does not even list a specific price plan on their website other than to say: "If you have the Share Everything® Plan, the monthly access charges on your account will vary based on the type of device assigned each line."   This seems to not really be open communication.
    This was sent to the California Public Utilities Commission.

    Dishonest billing practices??? I just checked online for a basic phone. listed right under the price of the phone it says:
    "Basic Phone Monthly Line Access on Share Everything Plans: $30 "
    The last time I was in a Verizon store, the same thing was listed by EACH AND EVERY ONE of the phones in the store. In my opinion, at least, there is NO amount of notification for fees charged which would stop ALL people from complaining about the price of their cellular service, especially if there is EVER a price increase for what they had once been paying.

  • Suspect billing practice?

    Customer service issue:  Yet again, I have received my bill less than 1 week before it is due (received today April 15th, due April 21st, however the bill is dated March 26th.) Because I prefer to pay by mail, I am invariably charged a $5 late fee as that is insufficient time to send it by mail and be processed.  This seems to be suspect and possibly unfair billing practice.  I am fed up with it and will be switching carriers. 

        lrenee,
    This is very strange to hear and I'm sorry that such a loyal customer is having this kind of experience! Typically we generate and mail bills within 1 week of your billing month ending, and that should give you plenty of time to receive the bill, look it over, and mail a payment in to avoid a late fee.
    USPS is able to track your mail to see where the hold up is, and you are also able to review your bill at any time after it generates through My Verizon. If you review it online, you would be able to know just what the balance is and can mail the check in before you even receive the paper copy. Just please make sure to include your account number on the check so that we know which account to deposit it into.
    SarahO_VZW
    Follow us on Twitter @VZWSupport

  • POOR BILLING PRACTICES

    I have had just about enough with V-wireless billing practices. I do not get a paper billing statement nor do I get an email if my account is over due. I get plenty of promotional emails so I know you have my info. I get one text message then a threatening call on my land line that service will be terminated if the past due amount is not paid immediately!!!!! If you cant be bothered to contact me prior to service interruption then you do not deserve to get paid on time either. Your automated collection service calls me but the billing department is closed so I cannot speak to a real person !!!!  (removed)
    >>Edited to comply with the Verizon Wireless Terms of Service<<
    Message was edited by: Verizon Moderator

    I am the OP. My complaint is that I am not receiving a paper bill. I do get the email that the statement is ready, however, in this case I received the text that the bill was past due and not but a few hrs. later I get the phone call that If I don’t make a payment immediately the service will be interrupted. Call it coincidence that as the automated collection calls are going out, the billing department is already closed for the day. So unable to talk to a person about not receiving the paper bill. This is why my rant went out. NO I don’t need a golden chariot to deliver the bill, the postal system would be sufficient. Finally, if you are going to send automated text or phone calls as a reminder that the bill is now past due, give a person a chance to address it before the threats of service interruption. The recording made it sound like if I didn’t use the automated service to make a payment immediately on the phone that I would loose service immediately. This automated phone message came on a Friday evening, not even time to contact my financial institution to get funds in order so that I could make an electronic/automated payment.  Sorry for using the foul language that the moderator had to edit out. In the future I will realize that when an email states that my statement is ready, then I best take the time to log into your website in order to view the due date. Please keep in mind that to err is human, therefore, I am only human and can be expected to make a mistake with my timely payment. Just feeling bullied with no way to contact your company except to go on the message board to express my concerns.  As for any other customers, my rant was directed to the Verizon reps and no one else.  Thanks.
    Email info removed as required by the Terms of Service.
    Message was edited by: Admin Moderator

  • Verizon unfair billing practices

    I have a bill totaling 34.44$ sent to collections. I never received a bill, no account alert, email, or even a courtesy call. I did not realize that I even had a bill because my account was transferred to someone else. The collection agency that verizon used, in my case "Diversified Solutions", called me up explaining that I had a 34 dollar bill in collections and I paid it on the spot. If the collections agency can call THE SAME EXACT NUMBER I'VE HAD EVER SINCE I SIGNED UP WITH VERIZON, why couldn't verizon call me? Also note that when I returned from an overseas assignment, I re-obtained my account back from this person. The credit agency did not touch my credit reports, however verizon themselves did not hesitate to instantly bash my credit score on a 34$ bill they never even informed me of!
    I disputed this bill with transunion and equifax and that only made matters worse because now i have the "ACCOUNT IS DISPUTED BY CONSUMER" marks on there... When I tried to call verizon on 3 occasions, the 1st woman was rude and rushed me off of the phone, the 2nd woman laughed at the fact that I failed to pay the bill, and the 3rd woman hung up on me while I was on hold.
    I've been serving this country for 10 years. A man honors his debts and I would've honored mine had I known about it. Should I seek legal representation? Can someone tell me what I can do?

    http://www.ftc.gov/enforcement/rules/rulemaking-regulatory-reform-proceedings/fair-debt-collection-practices-act-text
    However I can tell you that even though you disputed it, the simple fact is the invoice was owed and correct.
    The law states such information can remain on your credit bureau reports from 7-10 year's.
    Sad that when you follow the law, you get hammered by it.
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  • Unethical and potentially fraudulent billing practices

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    Hi 
    As  explained even if the incoming call clicks over to voicemail and they don't leave a message you will charged. As it's outside the EU the rate is per minute so even if it was for 2 seconds it would still incur the full minute charge.
    It shouldn't be charged double though.
    Apologies that you were advised things would be the same as your T-Mobile plan. The EE Extra plans do have some roaming benefits but they may be different to your old T-Mobile plan and this should have been advised. You can find full details of all our price plans if you Click Here.
    I've sent you a link to our Chat Team to see if they can help any further with the bill. They will be open from 10am.
    Thanks. 
     

  • Unfair Billing Practice

    I signed up for Verizon on September 26th and my new data starts on the 27th of October. I am on the 2GB single line plan. I used exactly 1306 mb or 1.3 gb to simplify.  My phone confirmed this which also keeps track. I was charged $15 overage because they said I went over my allowance.  This was due to unbilled data usage which apparently means it was data that came later because Verizon contracts with other towers. So what this all means is I stayed within my data allowance but Verizon rounded my usage to 2 GB and then when they received the data usage from the unfilled contract sites it made me go over.  I argued that I will not pay for data thats not accounted for. He had no answer for me. Has anyone else experienced this? And if there are any customer service reps reading is this what happened? Do you guys round data to the GB? Would I have to us less than a GB every month in order to leave that 1 gb buffer in case this happens again? Not a good first impression let me tell you! T-Mobile never pulled this **. What I used was exactly what I was billed for...

    Here's 1 line from our new bill.
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  • Deceptive billing practices

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    willowcatcher wrote:
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    Your first bill will include a prorated month, current month, data plan and one time upgrade fee of $40.
    You  may change your data plan on your account online if you ever need more data, even if it's a temporary change.  Or reduce it if you never come close the to limit.
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  • Deceptive billing practice - file FCC complaint

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    I have been reading this so excuse me jumping in.
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  • Strange Undocumented Billing Practices

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  • Copy of contract, horrible billing practices

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    I have had Verizon Wireless, now DSL & Telephone, and every month I spend an hour on the phone straightening out a problem with billing, and every time it get adjusted. Verizon operates like a small time grifter, they overbill and skim, and if you don't notice, they go as far as they can. It must be the worst place to work after the traffic bureau.
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  • Verizon billing for data overages that never happened?

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        aeblock,
    Nothing like watching a bill go up and not knowing where it is coming from! Let’s get that to be more manageable. There is an app that I use to see all apps that use data including 3rd party apps you may have downloaded. This lets you know everything that might be using data and how much it is using. Once you know you can disable data or uninstall the application if that option is not available. I find that very useful. You can check that out here: http://bit.ly/1mJfoyE .
    From what you have written I am under the impression that you believe there is an error in the reported data usage on our end. Customer service can submit a request to compare the information reported to billing against actual data used. If there is any error we would be happy to adjust it for you. You can do that by contacting customer service: http://bit.ly/yN1P80 or send me a direct message and I will have that reviewed for you: http://vz.to/1v0uLEw .
    BrianP_VZW
    Follow Us on Twitter @VZWSupport

  • New Customer - Billing Issues from the Beginning

    I just bought a new home for the first time and I decided to go with Verizon to try them out.
    I set everything up so it would be ready for me in September when I closed.
    Even though I took the TV off of my bundle (funds changed and I couldn't afford it) before it even got set up (DirecTV was quick to refund the charge, even though they didn't want me to leave), I was fine.
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    I didn't need the TV and I could get the internet elsewhere, but I still needed a land line and Verizon was the most economical price for home phone around here.
    Everything was fine with just the land line.
    But then, I never recieved a bill. I thought, well maybe when I paid for the overall bundle (I had been charged, and refunded for the TV service), that took care of September. So I didn't worry about it.
    October rolls around, still no bill. My parents at my old address didn't recieve a bill for me either, SO I thought "well maybe they wait until the end of the month just in case I make long distance calls when I don't have long distance coverage or something."
    So all my bills start coming in November and still nothing. I couldn't even log onto My Verizon to see if I had been missing a bill because I never RECIEVED a bill, so I never had my ACCOUNT number which was required to log IN because I had "made changes" to my account.
    So I finally called Verizon up yesterday and found out I was late in payments and owed $109.42 due by December. Okay, fine. I didn't look into the missing bills and I know I was late, so I have no problem paying this payment.
    I actually got the bill in the mail today, forwarded by the post office to my new address, even though when I asked for them to send my bill out again, I asked that they send it to the NEW address. However, I can't pay it online. When I log into My Verizon (now that I FINALLY have my account number) it says "You have a payment due" on the right side of the screen and it shows me the charges for the month of November, but
    a) when I click on "make payment" it tells me I don't have a bill at all, so no payment is necessary and I can't actually click on the field to make a payment anyway. It literally will not let me make a payment. It says I have no bill.
    b) I want to see the charges from the previous two bills but I can't. I want to know how much the late fees were because even for three months plus late charges, I cannot fathom how my bill is at $109.42 when I only have Regional Essentials with Voice Mail.
    So I don't want to be late on another bill, but I don't want to blindly pay for the last three months without knowing exactly what I'm paying for, but I can't pay online, I can't see previous statements. So I can either pay over the phone (for a FEE) or I can mail in a check and HOPE I can look at the charges later.
    Needless to say I'm not very impressed with Verizon so far.
    Solved!
    Go to Solution.

    I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.
    decafgrandmom wrote:
    I'm in the process of copying 4 innacurate bills, e-mails from Verizon & supporting documentation to forward to the FTC, FCC, and anyone else I can think of to expose Verizon's shoddy billing practices.  Efforts to resolve the matter have been unsuccessful, I'm sick of calling every month, and receiving the next bill with unresolved issues.  Last call to Verizon the CSR was so confused that she couldn't itemize the disputed amount...it's a disgrace. I was however cautioned to pay the disputed amount or I would have to deal with collections - BRING IT!!!  As soon as I can find an attractive bundle with COMCAST I'll cancel Verizon - it's the worst decision I' every made. 

  • Mystery Billing Due Date

    I have been paying regular bills for two homes for telephone, water, sewer, garbage, cable, satelite, electricity, gas, HOA, taxes, leaseholder fee for my lot in a recreational area, and last BUT NOT LEAST my cell phone service from Verizon.  Why is it the problems I have are with Verizon?  Every month I get a bill and it never tells me when the due date is.  It does not show what the amount is after that date which they do not tell me (p.s. - thats not the way all the other companies do it).  So with Verizon I must take a guess. 
    This month i had already paid my bill and got a nice email back from Verizon thanking me for paying from Verizon 8 days ago.  So everything is good, right?  So I thought you are welcome Verizon.  No.  Today I got a "Quick Bill Summary" in the mail demanding 2 months payment plus $5.  Huh?  Whats up with that?  Why is Verizon so different from other companies I do business with?  Is there an explanation?  I feel like they trick me for the extra $5 and early next month demands.  I am paying every month in advance so why is Verizon so agressive?  What kind of customer does Verizon think I am?  Do they stereotype cusomers as low-life, ripe for extortion of late fees, by hiding thier due date?  It does seem like it. 
    Every month every other biller tells me exactly what to pay based on the a due date, along with what I would owe if I miss paying by that date.  Verizon likes to like keeping all this a secret.  Why did I get this irritating statement in the mail 8 days after receiving a thank you email for paying my bill (I thought: on time)?  Verizon now demands two months payment plus $5 penalty.  Whats up with that? 
    And the Verizon website will not let me email a question to them about their billing practice. The Verizon website makes it virtually impossible to email them to ask about this.  Why hide that link?  Are they trying to gather a lot of extra $5 fees? Are they trying to drive good customers (paying $180/month) away to a competitor?  This is a mystery to me.  Where did Verizon learn to do this and why did they choose to do it this way? Is this their business model for extracting more fees from their customers?  What are Verizon's customer satisfaction goals?  Can someone from Verizon explain whay Verizon operates like this?

    I only recieve statements online, so if you have a paper bill, this may not be exactly identical.  When I print a copy of my bill from my MyVerizon account, I see a summary of charges on the right side of the page followed by a large type, bold statement "Total Charges due by DATE $XX"  Do you not see anything of that sort on the front page of your bill?
    On the second page of my bill, I see a section under "Explanation of Charges" that details late fees ($5 or 1.5% of the balance, whichever is greater).  It isn't bold, so it may be easier to miss.
    Do you have a MyVerizon account?  If not, you should register for one.  It makes keep track of your account status a lot easier, and the amount due, due date, and whether you have paid this month are listed on the front page (first one when you log in), so you can view them at a glance.
    To e-mail Verizon, you'll want to click on the "Contact Us" link, then select the type of customer you are from the drop-down.  On the next page, the option in the bottom-left box should be to send an e-mail.
    Hope that helped!

  • Charged twice, bill inconsistent.

    So ever since my wife and I changed plans our bill has fluxuated widlly over the last three months. The first bill was $230 which is higher than it should be but it was also the first bill of the new plan, which I know can be higher. THe second bill was around 140, which is right where it should be based on our plans. The bill we get this month is for $260 dollars. So naturally I go and chack the bill, there is a data overage that adds up to $30, this was expected because we did go over this month, although it should only be 15 seeing as we only went one gig over but I have given up trying to understand Verizons billing practices anymore. I also noticed on the account that there is $122 dolars worth of equipment charges. Some of that has to do with out verizon edge payments but were were charged sales tax on the purchase again even though that is supposed to go on the first bill. Well actually my wife got charged twice, once in may and again this months for sales tax. My account on the other hand is an absolute mess and verizon did not charge me (for whatever reason) last month and is not tacking on the sales tax. This is the second problem I have had with verizon in two weeks, and also the the second time is two weeks that I'm sure that verizon is going to tell me basically "Oh, it was our mistake but it's your problem" because that is what happened last week. I am sure a verizon customer support rep can look back and read all about that wonderful game, but to summarize this was probably the last thing that verizon wanted to do to two long-time customers that wrer already on the verge of switching carriers due to POOR POOR customer service, shady billing practices, and a general sense that nobody at the company really knows what's going on. I need a customer service rep, whover handles such things, to look at this bill and get it back somehwere into the realm of reality. I understand that the data overage is my responsibility and I will pay that, no problem. But other than that, this bill needs to look like it's supposed to and not $120 dollars more than it should. If this doesn't happen, whithout verizon complaining to me and telling me it's my problem and to deal with it (which is basically what happened last week) my wife and I will be forced to take T-mobile up on their fabulous offer to pay our cancellation fees if we switch to them. I just don't have the time or  the will to keep playing these games with verizon so if this is going to be the norm I might as well go somehwere else and hope for the best instead of expecting the worst.

        ansem35, it's important to us that we set the right expectation and ensure that you understand the charges on your billing statement. I'll walk you through the steps to uncover the mystery behind why your bill has been fluctuating for the last three months. First, let's take a look at the itemized detailed charges on your bill online at My Verizon so that I can walk you through the charges http://bit.ly/xB4iTc
    You mentioned that you recently upgraded to a new phone with the Edge Program. There’s two reasons why your first bill after signing up for Edge might be higher than normal. Your plan change may have prorated charges based on the date during your bill cycle. Additionally, you are billed for the taxes on the purchase of that device, as well. However, we apologize if you were billed for an additional device payment since it wasn't applied to your bill correctly on the previous bill. This was billing error on our end. For more information regarding the Edge program, click http://vz.to/1olSLkw
    Lastly, let's anlayze your average usage and get you on the best plan to avoid the $15.00 per GB overage charge. http://vz.to/1qhEcv5
    We hope that we can restore your faith and prove that we're worthy of your continued business.
    LasinaH_VZW
    Follow us on Twitter @VZWSupport

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