Usage & customer services

Morning,
Has anyone had any problems with excessive usage on their infinity broadband account & still tryingto reason with BT as to where it was used!
I have been ion infinity since Sept. '12 & have always stayed within my 40gb allowance... The 1st of Jan my allowance was reset to 0gb but between the 4th & 5th I had accumilated 14gb in two days!!
I raised a query with bt on Saturday 5th but as yet they have not replied...  since the 6th my usage has settled back to within around 1gb per day, I did have a live chat & speak with technical on Monday but all the lady said was watching a show on iplayer can cause high usage!... 14gb in two days!!!  nothing has been used out of the ordinary since Sept last year... so why these two days... I'm now on eggshells as we still have nearly two thirds of month to go & already I'm almost at half my usage... I've told the daughter not to use iplayer for the rest of the month... but these seems a little unfair as she's not used it any different in the past...
Any help greatly appreciated...
Cheers

lobsterlee wrote:
Morning,
Has anyone had any problems with excessive usage on their infinity broadband account & still tryingto reason with BT as to where it was used!
I have been ion infinity since Sept. '12 & have always stayed within my 40gb allowance... The 1st of Jan my allowance was reset to 0gb but between the 4th & 5th I had accumilated 14gb in two days!!
I raised a query with bt on Saturday 5th but as yet they have not replied...  since the 6th my usage has settled back to within around 1gb per day, I did have a live chat & speak with technical on Monday but all the lady said was watching a show on iplayer can cause high usage!... 14gb in two days!!!  nothing has been used out of the ordinary since Sept last year... so why these two days... I'm now on eggshells as we still have nearly two thirds of month to go & already I'm almost at half my usage... I've told the daughter not to use iplayer for the rest of the month... but these seems a little unfair as she's not used it any different in the past...
Any help greatly appreciated...
Cheers
I think there was a problem with the usage at the start of Jan and so the last couple of days of Dec went onto Jan. As long as you have'nt gone over your usage before then BT will not charge you extra for Jan. If you are using 1GB per day, that does show that your connection is being used for video or streaming and therefore you may want to look at the posibility of moving to the unlimited package to be on the safe side.

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  • Lack of customer service/Liars

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  • Problems with Customer Service AND unexplained charges!

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  • Very fed up with Verizon Wireless customer service, wanting to cancel?

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    Well that's several minutes of my life reading this long post that I'll never get back....
    I'll explain somethings to you. 1...This is not a direct message board to a vzw rep or higher who will read your post. 2. Yes, although things that happened to you are unfortunate, YOU have to take ownership of your account. Verizon does not babysit accounts. 3. Also due to high cases of fraud vzw does not allow I phones to billed to consumer (and possibly business) accounts. I never understood why cell phone carriers allowed phones to be billed to the account anyway. If you want or need the phone that bad pay for it like any other customer. If you can't do that and want to "break up" over it, be my guest. However any lines still under contract will be subject to a valid etf owed by yourself. 4. It was well publicized that upgrade dates would be changed going forward from date of said announcement. This was in bill notifications and print media. It's not Verizon fault that you may not receive a paper bill however if you log in your account you can regular see notifications.
    congrats on the baby, sorry for the wet phone (again not a vzw issue)
    See a pattern here?

  • Customer Service Issue

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    Audra was the supervisor that came on the line.  I explained to her my frustrations, said I was looking to see what could be done for again here was the litany of my frustrations.  I was told that the POLICY was she could give me $90 towards this overage but Verizon never allowed land lines to be included in their service.  Again I know that now and probably should have known it then and moving forward I'll be sure to ask so many questions that I have the person selling me the service wondering if the sale is really worth it.  I voiced my annoyance (I am annoyed) about policy and the $90; it's truly not the $90 it's how the word policy keeps creeping into the conversation.  It's as though that word can be used as a "shield" to stop a customer's annoyance; it doesn't.  I then asked for the termination without penalty; well if I'm terminating then as a matter of policy she would not give me the $90 credit.  Do you see where this is getting worse? 
    I then ask for the address to write a formal complaint to and the phone number; as a matter of policy you don't give it out?  Seriously, okay.  I then inform Audra that I will be contacting the FCC to file this complaint also; looking back customer service or the poor service truly isn't in their realm but not giving an address to your own company?  It's a matter of your policy? 
    I move along to the upgrade in my service and taking the $90 credit since I have two early termination fees; I'm all set.  I do need to go on line and register the 10 phone numbers that I want for friends and family.  I find this strange; you know which numbers I call most frequently; suggestion - with all of the technology that's out there I would think you could do an analysis and send an email to the users about this and ask if this works for them.  Simple customer service. 
    I say that given the size of the bill I would like to make  arrangements to pay this over two months; I'm told I'll have to call that number.  Really she couldn't transfer me? 
    So Verizon, we all know that a dissatisfied customer tells 10 people before there was internet and social networking sites.  I'd love a phone call to discuss this message so please feel free to contact me.
    Sincerely,
    Unhappy customer

    I am totally guessing that you were calling a VZ landline thinking it was ok to call and not be billed. The literature is very clear it is Mobile 2 mobile or Verizon wireless customers to Verizon wireless customers that you can call without using minutes.
    As for Friends and Family. Be happy they are letting you have numbers to call for free. There is no need for them to give you the information. Lets say you have a family plan and they choose all your teenage kids friends and not anyone you want.

  • Poor follow up from Customer Service

    Customer Service has very poor follow up.  Multiple times I have called with phone not properly working and the initial person was not able to help. After an hour of being on the phone with him he said he would have to have someone else call me back.  About 6  months later I called back and this time I waited until they could get me to the right person, but it took another hour plus, however, this time they helped. 
    The thing that brings me to this comment however is the fact that I called last month when I noticed my usage was going over and tried to get them to up my usage plan.  The customer service lady said that because the billing cycle was closed they could not.  I know they have done this before and why I went over my minutes when within the prior year I did not even come close baffled me.  We discussed the issue with no resolution and finally I just hung up on her.  She called right back and said that she emailed her supervisory and that her supervisor will be getting back with me.  Yep, you guessed it, no follow up from supervisor.  Bill went through, I paid a ridiculous amount for overage and have become a very dissatisfied Verizon customer.  Trapped now that I have new phone, but in 2 years I will be gone from Verizon after being with them for over 10+ years.  Guess sometimes the little guys get lost.  Good luck all!

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  • Data overage and horrable customer service.

    I have been charge incorrectly for the data overage on my cellular phone,  I disputed the data overage on my Verizon Wireless account, the phone and wish to open an investigation.
    I don’t use my cell phone to download the movies/video or music neither did I authorized anyone to use my cell phone for the high data activities. Approximately 39GB of data was used on my mobile phone during the month of October 2014. I never had such a high data usage in the past. Based on my analysis of the bill most of the usage happened during evening/night time and on weekends. We have an internet service at home. In my household we currently have my 13 years old daughter, our cat and me leaving together.  In September, we temporary moved from our house to an apartment. I have left my phone unattended several times in apartments’ gym and swimming pool, it was not password protected at that time. I have installed password recently, and changed the password for the hotspots based on tech support recommendations. My daughter knows my password, however she denies using my phone hotspots for movie or music downloads.  We have a regular internet service and rarely use hotspots to connect her i-pod or my computer to the internet while driving in a car, to browse an internet.  However, I often left my hotspots on, unintentionally.  I suspect that somebody in the apartment building was using my mobile phone hotspots to get to the internet.
    In addition, I did not receive any communications from Verizon informing me about my data overage. In the past, I always had notifications from Verizon about the data/minutes usage on my account. If I were to get a notification about high data usage, I would start an investigation immediately to find out the source of data leakage and certainly change my plan meanwhile to a higher data limit. 
    The only notification   I received this time, was an email from Verizon on November 3, 2014, stating that my account balance was $3123. I called Verizon Wireless the morning of November 4, 2014. I was told by a Verizon representative that I have a data overage, and was advised to change my data plan to prevent additional charges. I upgraded my account to 30 GB/month plan. I inquired about the possible cause of the high data usage, and was told by Verizon representative,   that the data was used through my hotspots.
    In addition, I was informed that, Verizon has been sending e-mail messages to me beginning October 15, 2014. As I stated earlier, I received no communications from Verizon prior to November 3, 2014 warning me about data overage.
    In the past 2 days, I spent over 10 hours talking to Verizon customer support, technical support and fraud departments trying to understand how so much data was used through my phone. I also went to Verizon store in Downingtown, PA in attempt to solve this problem. I shown my e-mail communications to the store manager and explained the situation.  I was treated very professionally but was told to call customer service.  While on the phone with Verizon, I have been bounced around from one representative to another, put on hold for hours, lost during the transfer several times, given wrong, inconsistent or contradictory  information on multiple  occasions. Each Verizon representative would give me different information on why I did not receive warnings from Verizon on my data usage or in contrary for example, that Verizon sent me 150 warning messages starting October 15, 2014. However I did not get any resolution to my problem even when I asked to speak to the managers.
    I have been a loyal Verizon customer for over 18 years.    I feel now that Verizon did not protect me as a customer from the fraudulent activities and failed to inform me about my data usage prior to billing me the exuberant charges. I feel that the Verizon representatives are lacking training and conducting bad business practices by providing inconsistent information and bouncing customers around from one department to another.   I don’t know if I can trust my business to Verizon in the future.
    I strongly believe that I should be fully credited for the data overage I did not use. I would like Verizon Corporate to improve on their current business practices to improve customer satisfaction.
    I wish Verizon corporate representative to contact me via phone call and in writing to resolve these issues.     

    I had the same problem with my old iphone 4. The hotspot, even when used sparingly, will use OUTRAGEOUS amounts of data. The only reason I got my overages credited was because shortly after turning the hotspot off my antenna started to malfunction and would not connect to wifi at all and just sucked up data. Best of luck to you, my suggestion is to report to the BBB and go from there.

  • Verizon Customer Service - Impersonal, scripted, unhelpful.

    This email correspondence began because this is the 2nd time in 4 years that my service as degraded at my house for some unknown reason and in both cases, Verizon has been unwilling to do anything to help resolve that situation. I had good coverage in both of these locations initially but then something happened on Verizon's end that degraded the service. This is my attempt at getting some kind of resolution.
    I'm not sure of this but in my current location, 4g service seems to be just fine but I have a 3g phone and have no need to upgrade to 4g and I don't want to be forced to have to upgrade two handsets just because the 3g service is degraded. Could this be on purpose? According to Verizon 3g and 4g should be the same.
    By the way, my repeated request for escalation to upper management was ignored.
    In any case, I'm posting this so others can see that VZW is a mail order phone company that has no personal interest in customer communication. Customer service is entirely script driven as you will see by the over use of "I'm delighted to help you" "I'm deeply sorry for...". This is not at all sincere as VZW was delighted to close the call without a resolution and happy for me to take a survey because they are "always looking to provide a better experience for our customers".
    Perhaps other carriers are just as bad, but after 4 years of being treated like the lucky person who gets to use VZW, I'm going to find out first hand by moving to another carrier in July when my contract expires.
    I'm sure some will see this as simply an unreasonable customer demand being handled by skilled customer service reps... until you call with a legitimate complaint. Then you will understand.
    My original message Sent: Sun Feb 12 03:41:19 MST 2012:
    Message Body: Please forward this email to someone in upper management. I have been a customer for 4yrs and have been paying nearly $200/mo for phone coverage and have HAD to upgrade my phones several times in order to try to get better service. Since 2010 I have had very poor phone performance and had to buy a network extender (non 3g) in August of 2010 just to receive phone calls in an area that was supposed to have good coverage. I found out only 2months later a 3g version of the network extender had been released. I was told there was NO 3g network extender when I purchased the one I did. I can't imagine no one at Verizon knew this. Last year, I have moved to another location and finally freed myself of the Network Extender until about 4 months ago when the service began to degrade. I was told by CSR I 'should' have good connectivity. The service has become so poor now that I often see missed calls, and voice mails when the phone never rang. I drug out the old network extender just to be able to receive calls again and I found I can no longer receive MMS texts. After calling CS I found it's because it is not 3g and was advised to upgrade to a 4G phone. My wifes' contract ends in July 2012 and mine has already expired.
    I'm growing weary of this dance with Upgrade-degraded service service loop. My phones are 3G. I am happy with the performance when I can get coverage. I work from home and use my phone often from home. PLEASE, don't make me pay for another network extender. Send me a 3G network extender so I can use my phones. I have been a faithful customer for 4 years and all 3 of my kids are also customers. We want to stay with VZW but am forced to look for alternate Solutions. I have friends that come over to my house and show me their AT&T 3g Iphones with full coverage. It's very tempting to switch.
    PLEASE RESPOND BY EMAIL because of lack of coverage.
    VZW Response On 02/14/12 12:28 - 2 days later:
    (Things to notice: Non-personal, scripted response that completely ignores the clear message that I no longer am willing to upgrade.)
    Good afternoon David,
    My name is Ariel and I am sorry to hear about the issues you have been experiencing with your service. I will be more than happy to assist you with forwarded your email to management today. I have forwarded your email to management. I also recommend contacting our Technical Support team at 800-922-0204 so we can do troubleshooting in your area
    and to make sure the Network Extender will fix this issue. We may be able to fix the service in the area if it worked before.
    I am delighted to inform you that your line ending in -xxxx is eligible to receive promotional pricing on a new wireless device. When participating in our Equipment Upgrade Program, the discounted price is contingent upon you accepting a two year Customer Agreement. To view your promotional pricing and to process your order, please sign
    in to "My Verizon" on www.verizonwireless.com using your Account Owner Number and password. Next, click on the "Upgrade" icon located under "Device" in the "I Want To" section at the bottom of your home page and follow the instructions provided.
    You also have the following options to process your order:
    1. Complete the upgrade process by visiting a local Verizon Wireless store. To obtain a list of stores in your area, please click on the following link, which will direct you to the "Store Locator" page of our website:
    www.verizonwireless.com/storelocator
    2. Call Customer Service at 800-922-0204 or by dialing *611 (Send) airtime free from your wireless device. Regular delivery time is three to five days.
    3. Call me directly at xxx-xxx-xxxx ext xxxx and I can get your new phones sent out with overnight shipping for free!
    Based on your equipment history, I recommend that you upgrade this line to the Motorola DROID 3 for $149.99 (after $50 New Every Two). The retail price of this phone is $459.99, however; due to your loyalty and additional discounts, you will save $260 on this device! The NE2 and Annual Upgrade programs have been retired since the
    beginning of 2011. You will not be eligible for these programs after you upgrade.
    I also wanted to let you know that I performed a quick analysis of your account and I found you have the best calling plan and features for your wireless needs.
    If you would like to perform an analysis of your account, you may go to www.verizonwireless.com and log into the "My Verizon" account attached to the account owner. After you have successfully logged in, you may select "More Actions" link under the "I Want To..." section of the homepage. The "Run Account Analysis" option will be under "Plan."
    David, I appreciate you allowing me to assist you with forwarding your email. Again, I recommend also contacting Technical Support to ensure the Network Extender is the correct path. Feel free to reply to this email if you have any other questions or concerns regarding your account. Thank you for your time and for being a part of the Verizon
    Wireless family since 2008.
    Have a great day!
    Sincerely,
    Ariel
    Verizon Wireless, Customer Service
    Internet Response Team
    My Response Tue Feb 14 13:48:18 MST 2012:
    Ariel,
    I did contact technical support which is why I opened this email correspondence. They did the same thing, recommending I pay more money in hopes of finally getting decent service. If you were me, you would understand why that is not only the wrong path but insulting. How many years of buying new equipment while still receiving consistently poor service would should I endure? It's been 2 years already. Giving another several hundred dollars for another set of device upgrades as I have already been doing? No. I think it's time VZW gave me $150/mo worth of good service first. Look at my usage on both phone and it's clear VZW is benefiting and I'm not. My phones are nothing more then cordless extensions with wifi. Texting is intermittent, MMS only works if I turn off the wifi, stand in the right corner of the room, get the text after many retries and then turn the wifi back on, data is wifi only. We can hardly use our 3G phones at home where we spend the majority of our time since we both work from home. I will be seriously considering an alternate carrier if this continues until July. You have my address, you can check if there is a 3G coverage problem in my area. If there is (or isn't) then VZW can provide the appropriate devices/solution as a customer service. I'm tired of paying to test faulty equipment.
    Very frustrated,
    David Ford
    VZW Response On 02/16/12 16:19 - 2 days later:
    (Things to notice: Different CSR, ignores email about trying to call because I'm not receiving phone calls reliably, wants me to call and "discuss". In other words, as you will see later, WE ARE NOT GOING TO GIVE YOU ANYTHING.)
    Hello David ,
    My name is Clyde. I was sorry to learn of all the issues that you are having with your service. I can definitely assist you with your concern. Please call me at xxx-xxx--xxxx ext. xxxx, and I will be glad to go over your options. I will provide additional information below in this email.
    I attempted to reach you on 02/16/2012, and did leave a message. I was able to see that you form your previous emails, that you are interested in getting a free Network Extender. When you call me, we can discuss your options for the 3G Extender.
    In closing, I was glad to give you my number, so that we can discuss your options for the 3G Network Extender from Verizon Wireless. It was a privilege to serve you! Should you have additional questions, please call me at xxx-xxx-xxxx ext.xxxx, or reply to this email. Thank you for choosing Verizon Wireless!
    Respectfully,
    Clyde
    Verizon Wireless, Customer Service
    Internet Response Team
    My Response Thu Feb 16 19:09:01 MST 2012 :
    Clyde,
    I mentioned in my email to please correspond by email as I often miss calls. I can tell by your super positive response that you are going to offer me discounts against purchasing more equipment. I don't know if this is a Verizon programming thing, but discounts are not savings when you are forced to have to make a purchase. I'm only hope the government doesn't catch on to this. "What, you don't like paying 85% tax? You still save 15%!". Perhaps I can Verizon-speak my dilemma. In July my contract ends and I stop paying Verizon $152.00+ a month for service. Sooo... If you send me a 3G wireless extender and that solves my coverage problems, I'll continue to pay Verizon $152.00+ per month. Over one year that will be more the 7 TIMES THE VALUE OF THE ROUTER!!!! And the "savings" will continue on as long as I'm a happy customer. Isn't that a bargain?
    I'm not meaning to be factious but offering me a discount is like a crappy restaurant offering coupons for a free meal to compensate for the crummy food and poor service.
    Please, if FREE is on the table then I will gladly call you to discuss. Otherwise, hasta Julio (until July). Thanks for at least contacting me,
    David
    VZW Response 02/20/12 09:25 - 4 days later:
    (Things to notice: 4 days later because of "higher then normal call volumes, yet it only took one day, see the end, to send a case closed email. No offer of any compensation or resolution apart from me having to upgrade and pay more money for a faulty service. More impersonal scripted response)
    Hello David,
    My name is Larry and I am sorry to learn about the service issues you have been experiencing. I am happy to address your request to receive a network extender. Please know, we are unable to guarantee service indoors and this is why the Network Extenders are not offered at no cost. We thank you for your understanding.
    We appreciate your business and will be happy to offer further troubleshooting if you call. However, we are unable to offer a free Network Extender and apologize for any inconveniences this may cause.
    The Verizon Wireless Network Extender enhances indoor voice and data coverage in areas with minimum or no in-building coverage, allowing customers to get the most of their plan minutes while indoors.
    This indoor coverage solution operates with existing Verizon Wireless-branded devices and installation is simple - just "plug and play."
    For additional information regarding Verizon Wireless Network Extender visit the following website:
    Network Extender
    Again, my name is Larry and I am sorry we are unable to offer the Network Extender at no cost.
    Because my reply was not prompt, I would like to apologize for the delayed response to your email as we have been receiving a higher than normal rate of email inquiries. We appreciate your business and would like to thank you for helping to make Verizon Wireless the most reliable network in America.
    Did you know, most of your questions can be answered with out calling or emailing? Simply visit www.verizonwireless.com/support any time, day or night!
    Sincerely,
    Larry
    Verizon Wireless
    Internet Response Team
    My Response 02/20/12 15:03:
    Ok, well. It looks like I will be canceling my service in July and moving to a better carrier that cares for it's customers. Please forward this email to management as I asked in the beginning for further review.
    VZW Response 02/21/12 14:26 - 1 day later:
    (Things to notice: Only 1 day response, case closed. No resolution. No concern for losing a customer to due faulty service. Impersonal scripted response.)
    Dear Verizon Wireless Customer,
    Thank you for your recent inquiry on verizonwireless.com. We are always looking to provide a better experience for our customers, so your opinion is important to us. Please take just a moment to give us your thoughts about your experience.
    Just click on the link below to take a quick 3-question survey.
    It is part of our commitment to making your wireless experience the best that it can be.
    Sincerely,
    Verizon Wireless
    >Edited internal VZW phone numbers and extensions<
    Message was edited by: Verizon Administrator

    David, Don't give up. That's what they want by giving you and everyone else who has legitimate complaints the run around.
    Send the FCC a complaint. You will get a response. I did after 5 months of getting the **. Please pass this along to everyone, that the FCC responds. They will log the complaint with Verizon and then you can followup with a confirmation number. It took approx. 30 days to receive a letter from Verizon. A few weeks later my issue was resolved.
    I think it's time to gather enough willing customers to file a class action lawsuit. It is unfortunate that corporations won't take responsibility with customer complaints/issues unless they are threatened with a lawsuit. We need to hold businesses and their employees accountable.  WWW.esupport.fcc.gov/ccmsforms  888-225-5322  email [email protected]

  • Apple customer service

    so I've had some issues with my battery, sometimes it was only 2 hours usage and i was having to recharge, took into the apple store today. told the genius about my problem, 2 minutes later i have a brand new iphone in my hand!!!!!!!!
    you wouldn't get that kind of service anywhere else.
    thanks apple!!!!!!!
    by the way the new tariffs are excellent.

    I got a new BT headset this way at the Genius bar, even though I bought the headset a week earlier from ATT. Apple is one of the few companies with the insight: if a new device has a problem they'll have to replace it for anyway, why make you jump through hoops or spend person hours trying to figure out what the issue is? It's not only good customer service, it's efficient business.
    Kevin

  • Customer Service and Upgrading.

    I am use to going into the Apple Store and purchasing Apple products that way.  I have an upgrade and my 2 contracts are expired.  There is an icon in My Verizon under upgrade this device (which is the Moto cell phone) to an iPhone.  Is this a safe way to get the best deal from Verizon, know if I can get applecare, if they have any classes that teach how to use the iPhone, and gives me the ability to use the discounts I should have coming?  Like the New Every Two (I know  this is not around anymore but I still have it coming to me), what packages they have for this phone?  How to avoid being overcharged or going over with calls, texts, data usage, etc.  In other words, even if I hve a $30 NE2 and a $50 NE2 for the MIFI2200 that has not worked this past year with tech agents that tell me they have no idea what the problem is?
    I am trying to get a supervisor before I run away from this company.  It used to be so easy with this one page that I pull down "I get a monthly statement" and the next web page I just sent the email but now why have they made it nearly impossible to find out how to send customer service an email?
    Does anybody know a good company to go with if they want to get an iPhone and still get a mobile hot spot?  I am hoping the 4G hotspot will work where I live, but the 3G has not worked since I moved to this address for the past year and  I still have been over charged and paying the $49.99 for a service that has not worked and the tech agents have no idea why it is not working.

    NotSure wrote:
    I am use to going into the Apple Store and purchasing Apple products that way.  I have an upgrade and my 2 contracts are expired.  There is an icon in My Verizon under upgrade this device (which is the Moto cell phone) to an iPhone.  Is this a safe way to get the best deal from Verizon, know if I can get applecare, if they have any classes that teach how to use the iPhone, and gives me the ability to use the discounts I should have coming?  Like the New Every Two (I know  this is not around anymore but I still have it coming to me), what packages they have for this phone?  How to avoid being overcharged or going over with calls, texts, data usage, etc.  In other words, even if I hve a $30 NE2 and a $50 NE2 for the MIFI2200 that has not worked this past year with tech agents that tell me they have no idea what the problem is?
    I am trying to get a supervisor before I run away from this company.  It used to be so easy with this one page that I pull down "I get a monthly statement" and the next web page I just sent the email but now why have they made it nearly impossible to find out how to send customer service an email?
    Does anybody know a good company to go with if they want to get an iPhone and still get a mobile hot spot?  I am hoping the 4G hotspot will work where I live, but the 3G has not worked since I moved to this address for the past year and  I still have been over charged and paying the $49.99 for a service that has not worked and the tech agents have no idea why it is not working.
    With your questions, it would be best to just go into a Verizon store and talk to a rep there. What you're asking is exactly everything they go over with you in-store.
    As far as classes that teach you how to use the iPhone, you won't need that. The iPhones are made to be SUPER user friendly, and they are. Everything is very plain and self explanatory.

  • VERIZON WIRELESS PLAN CHANGES, CONTRACTS, UPGRADES - Lack of Customer Service!

    I have been 1 of your customers since August of 2006.
    I even own a 2nd phone line that I have been using since approximately 2002
    Most recently I had inquired with Verizon Customer service about upgrading my cell phone from a BlackBerry to a Droid Maxx (for one of my accounts)
    My first inquiry was with a Verizon Rep on the Verizon Online Chat on February 16, 2014.  I told her that I wanted to upgrade my cell phone from a BlackBerry to a Droid Maxx, and I inquired about my Unlimited Data Plan. She said I would “not” lose my Unlimited Data Plan even if I upgraded to a Droid Maxx.  I also asked about a Hot Spot, and she said that would be “included in my Unlimited Data Plan” at no extra charge.
    I called Verizon 611 later that same evening and talked live with a Verizon Rep, again asking and confirming the answers to the same questions.  I also asked about “throttling” if I went beyond a certain usage on my data plan, if I upgraded to a new cell phone.  He told me that I would not be limited to certain speeds and bandwidth, no matter how much I used my cell phone since Verizon does not throttle their customers’ data speeds (since Verizon had received so many complaints in the past for throttling,  so they do not do that anymore).  He also said there would “not be an issue with upgrading to a new cell phone and keeping my current data plan.
    A few days later, as I looked further into upgrading my device, and trying to make a final decision, I again called Verizon 611 – Customer Service.  But this time the Verizon Rep that I talked to contradicted the other two Verizon Reps info because he told me that I would “lose my unlimited data plan” if I switched to a new cell phone.  He also said if I made any changes to my plan, I would lose my Unlimited Data.  He said there would also be an additional charge for a Hot Spot.  I asked about bringing on a 2nd person to my plan, and keeping Unlimited Data on one of the phones, while having a 2nd data plan package for the other phone for the additional person. He told me the Unlimited Data Plan would only apply to the Original phone on this account and the original phone number.  But if I added a 2nd person/phone to my account they would “not” have Unlimited Data since the new (2nd phone) was not grand-fathered in to this current plan that I had with Verizon.
    Finally I decided to go in person to visit a Verizon Store.  When I went into the Verizon Store at Jantzen Beach, North Portland, Oregon, the Rep I talked to said she had been with Verizon for almost 8 years. She said all of the info that the other “3” Verizon Reps had given me was “not” accurate.  At this time, I learned that “ANY/ALL changes to my plans would immediately make me lose my Unlimited Data Plan.  And the ONLY way I could keep this plan, would be to buy my own cell phone (at full Retail cost) and have it added to my account.  And that if I tried to add a Hot Spot, it would cost additional money outside of my data plan.  Also if I tried to add a 2nd person/cell phone to my existing account that I would immediately lose the Unlimited Data Plan.  I was not allowed to change my cell phone#, add any additional user or cell phone, or upgrade my device without losing my Unlimited Data.  She also said maybe I was told something different by the 611 Customer Service Reps because they have authority to make changes or exceptions to plans, and that normal Verizon Store employees do not have authority to make the same changes.
    My complaint and question to Verizon is…..WHY do all “4” Verizon Reps have different explanations, advice, rules, etc…when it comes to something as simple as upgrading to a new device and wanting to keep my current plan?  To me, the rules and explanations should not vary day to day, and depending upon who I talk to?
    I was originally an AT&T Customer prior to 2006 and I switched to Verizon.  This is my first real experience with HORRIBLE customer service and deception from Verizon!
    IF I had made any changes when I initially or immediately after I inquired via the Online Chat, I would have LOST my current data plan!  And then to tell me that I need to go out & buy my OWN phone at FULL Retail price If I want to keep a plan that I’ve had for years now!!!
    How much money have I already paid to Verizon in Monthly usage charges since 2006 (for almost 8 years now)??? And you want to reward me for this loyalty and being a Long time customer by cheating me out of my current plan, or trying to deceive me with false promises that I won’t lose the plan?  And then when I finally do want to upgrade, you will take that plan from me? And even after being a customer for 8 years with one account and almost 12 years with my 2nd Verizon account (that I listed at the beginning of this letter), you won’t even offer to give me a free device or a discounted device for renewing my plan?  NOW I need to buy my own phone if I want to continue on with my current data plan?
    None of this makes sense, and I have now been told “4” different versions of rules, exceptions and Plan change policies by 4 different Verizon Reps!  They ALL work for the same company --- Verizon Wireless --- so they should ALL have the same answers and rules, right?  I really feel nobody is being honest & upfront with me about this, and I am seriously considering moving back to AT&T Wireless.  As at this point, Verizon wants to do nothing to reward me for being a long-time customer.  I’m beginning to feel that the goal here is to deceive me and cheat me out of my Unlimited Data plan. 
    What can you do to make this right?  I know you must have record of the Online Chat and also you record 611 Customer Service calls too? How can you explain why all “4” of your Reps have different rules and explanations for Verizon phone plans? 
    If I do not receive an acceptable response to this letter, you can count on me moving back to AT &T Wireless.  I will also tell all of my Friends & Family that are currently with Verizon about this negative experience.  In the past I have encouraged others to move to Verizon Wireless, but now I no longer feel that is good advice for anyone. 
    My boyfriend who “almost considered” switching his service to Verizon, is now seriously considering the integrity of Verizon.  He works in Information Technology with large corporations and will also pass this story on to his business associates.
    I look forward to your response and explanation.  I feel that after my long term loyalty as a Verizon Customer, I deserve much better treatment and honest answers from Verizon.

    cheralin333 wrote:
    I find this all very interesting that the 3 responses I got to this post are ALL defending Verizon jacking around a long time customer.  I would almost venture to guess that Verizon hires people (probably in India & Pakistan) to read their forums and defend whatever they do to their customers.  How do I become the bad person for wanting good customer service? How are they in the right for trying to be deceitful.  None of their Reps had the "same story or info."   NOW I have 3 responses from "supposed PEERS" or other customers in the Verizon Community.  But instead of rallying with me as a customer all 3 are posting comments like they "work for Verizon."   And even Ann's response contained info that I already had in my original post.  And this last post from pherson knocks me for not being loyal?? I have been loyal for over a decade but why would I kiss up to anyone that is trying to make me take it in the shorts???  I'm convinced you are all making minimum wage from Verizon to read their forums and defend their ridiculous practices.  Go find a real job.
    No one is "defending" Verizon. We are telling you that
    A) No one from Verizon corporate will see you post
    B) Even if they did they are not going to change policy because 1 customer or a few or 1000 or 10,000 threaten to leave.
    So there is no point to your rant. It was waste of time. The people you intended it for aren't going to see or care. Also the FCC, FTC, BBB, etc etc are also a waste of time. The only thing you can do that you have power over is to speak with your wallet and go elsewhere. That would be FAR more productive than what you've done here. I still don't get how people think that because they made a post on a messageboard they can change things. Like people haven't been complaining about this for literally the last 620 days. How's that worked out so far?
    Oh and I SHOULD report your post that is full of insults. Next one I WILL. How is that for a threat?

  • Lack of Commitment and Poor Customer Service

    My daughter made international calls on her cell phone. She met this person online and did not realize the person was located outside of the United States. It is a very odd situation in that the number she was dailing was an 868 area code and did not require any additional numbers. Due to the number having the same format as a US based number there was no way for me to know the usage charges that were being added to my account. Over the 2 months, she has incurred approximately $7500 in international charges.
    I called Verizon on May 27th and notified them of the situation. I spoke with a great customer service rep. She tried her hardest to work with me.  She applied a courtesy credit of $299 to the bill and indicated that she would retroactively add an international plan to my account.
    Unfortunately, this is where the good customer service ended. When I checked my most recent bill the international plan was not added to the account.  This was the first broken commitment. They indicated it was due to have a past due balance of greater than $25. Obviously based on the circumstances it would be impossible for me to pay the bill down to $25 in one payment.
    On June 2, I was told that my call would be escalated to management and I would receive a call back  in 24 - 48 hours.  Today June 4, after 48 hours expired. I called Verizon as I did not receive a call back from the manager.  The lack of the call back with the second broken commitment.
    The customer service rep I spoke to today provided the worse service I have received so far.  She made a couple of inappropriate comments.  The first was:
    1. I need to tell me daughter to stop making international calls. I am a responsible parent and I have disciplined my child.  Verizon is a cell phone provider. Its not their place to give parenting advice. An appropriate customer service response is, "Let me see if there is anything we can do prevent this from occuring again"
    2. Then agent told me the manager was not going to drop everything to respond to my call.  I did not request the manager to do this. I waited the 48 hours that I was orginally given. An appropriate customer service response is"I apologize we did not meet our original times, let me see what I can do to get a manager to respond to you".
    At this point, I am obligated to pay over $7,000 in cell phone charges which I will do as I am a person of my word.  At this level of payment, I should be treated as a premium customer and I expect much better customer service from Verizon.

    International Long Distance and Messaging by Country - Verizon Wireless
    International Long Distance Value Plan for Trinidad & Tobago:
    Voice Rate: Landline $0.05/min  Mobile $0.05/min
    Monthly Access Charge $5.00
    *You can automatically add these services to your account if you have a 30 day payment history and your account is in good standing. If you have been a customer for less than 90 days, please call Customer Service at 1.800.922.0204.
    (AT&T offers a better plan - $0.01/min to Trinidad & Tobago, $5.00 monthly access)

  • Tired of Verizon's customer service & lack of support,misled & being lied too!!!

    Due – April 28th 2012
    Issue:  Overage fees   –     5,310- used
                                                    2,000- allowed usage
                                                    3,310- overage
    I placed a call to Verizon on Monday, April 9th and spoke with a gentleman by the name of James (I think).  He issued the account to be investigated to find out if this was a billing error or a tech issue, ???.  He stated someone will call me back.
    Per the conversation my husband had with a customer service rep later that evening, they informed him that while he is & has been in Mexico, his calls outside of the US from Verizon to Verizon are not free!!!!!  WE WERE NEVER INFORMED OF THIS!!!   She told him that if we make calls to him that it would be free, but he said no it wouldn’t because you’re counting against their (my families) minutes because you show that “I went over” therefore causing my wife and daughter in all of these overage minutes.  We have been very used to free nights & weekends as well as the comfort of Verizon to Verizon calls with no fees and to just now find this out after having the plan changed to the Mexico international plan back in October 2011.  Besides, each and every month we have been told by different customer service reps a different thing each time.  1st I was told that by switching over, it would ONLY be an additional $25.00 a month added to our monthly bill and our coverage would be the same.  Then in December 2011 when we had additional fees, it was because apparently they changed the plan without informing us of the change that the plans unlimited texting did not apply to the Mexico plan????  They issued a credit.  Then in February when I called because of “data” charges (which we do not have a data plan on either of our phones & we have it blocked) they had to issue a credit and in order to avoid text fees was told to only contact each other via voice (calling).  This has been a problem because he drops calls constantly, sometimes it takes 3-4 times for the call to be dialed out before it will go thru to us (are we being charged for those calls (dials) made as minutes???) and the reception is horrible.  He has called the international customer service number for them to check the line or towers and it did help some.  Texting has made it easier for us to communicate with each other.  When I called on Monday, April 9th, I was informed that when he changed the plan for his line that it affected all of our lines (the entire plan).  I was NEVER TOLD THIS in fact I was told that it would apply only to his line!  We have been lied to, misled, misinformed and very unhappy with the service and support we are getting from Verizon.  We have been a very long time customer and in the entire history, we have NEVER experienced a bill this high or issue like this.  If you check the overall average of our monthly usage for each line you will see that this does not make sense and we always still within our monthly plan???  I will admit that in the entire history with Verizon sure we have gone over a few times and I have no problem paying for that difference by $100.00-$200.00 (but this has only happened only a couple times). There is seriously a problem with this bill.  Either the way the plan was set up for my husband’s line has affected the rest of our lines or it apparently has affected our entire plan of which again we were never informed of this.  I mean take a look at our overall monthly averages per line for usage on voice.  My husband’s line always does not have the majority of the minutes used due to his work and travel, however, for myself and my daughter’s line I have never, nor did my daughter use these many minutes.  We have unlimited texting on all of our phone lines and that is how we do the majority of our communication besides our family has Verizon service.  Shouldn’t this be free?!!!! This bill needs to be adjusted ASAP!!
    I called Wednesday, April 11, 2012 and spoke with Lisa to check the status of the investigation and she stated that she is showing no updates at this time.  She advised that if I don’t hear anything by next week to call back.
    Today is Monday, April 16, 2012 and I still have not had a call returned to us regarding this matter!  I am so sick of being lied to time and time again by different customer service reps or for that matter that has not been trained properly on Verizon’s company policy!!  Every single time I speak to someone, each rep tells me something totally different about our plan than the last rep we spoke to!!!  I am tired of not having my phone calls returned.  We have been absolute loyal customers to Verizon for 10 years plus and I am over this kind of unfair, unjust service from this company to the point that we want to switch and I am looking to report them as well as talk to an attorney!

    My experience with Verizon so far (it's been a month) has been awful...  If I can give any advice do not sign up for Verizon if you haven't already... I will be telling everyone I know.  Good LTE coverage does not excuse treating your customers like s***!
    The overall business practices of Verizon are shady and deceptive.  The poor customer service reps get caught in the middle (I'm not blaming them...)
    When I bought my phone, the sales person in the store added an extra $35 fee.  When I called back later to ask what extra fees they charge in the store they said none !?  Now they're looking into it...  Also we had our old phone numbers ported over, so they issued us temporary numbers... Which we ended up being charged for a full month of service on even though we had them for less than 24 hours!  In addition we were charged for a full month on our ported lines  (double charged)
    I think they do this sh** on purpose and hope you won't notice.  Shame on you Verizon.  I will leave as soon as my contract allows and never be your customer again for life!!!  I will also spread this far and wide.  May you fail miserably!

  • Mid 2009 13" MBP PROBLEMS (customer service suggestions)

    i have been trying very patiently but persistently to find out what has been going on with a recent repair and i don't feel like i am getting good answers so i am hoping for some advice related to Apple Customer Service. right now i feel like i am being kept in the dark by apple tech as to what is going on with my machine.
    i have had the above computer since buying it almost 3 years ago and have always had to struggle with poor battery life (1 1/2 - 2 hours MAX) when only surfing on Safari and i have always gotten consistent beachball hangs upon opening Safari or Pages etcetera. at some point about a year and a half into owning it i ran a test with NOTHING ON at all and i got something shy of 3 1/2 hours. i've also had the usual issues with both the computer and the power pack being /extremely/ hot and with the fan noise being extremely loud.
    since i am a returning mac user - and bought the laptop in order to convert the office fully over to mac OS - i did not get a chance to find the time to address these questions with apple until about a year into owning the machine.
    the computer is now in the shop with a service battery alert and the genius bar (based upon my description of complaints) ran a set of tests and concluded they needed to replace the battery and the motherboard. based upon my extensive explanation of the persistent problems (and my pleas to take some time with the machine) they then apparently ran extensive tests after these two replacements and concluded that the computer was still failing.
    so at this point it was sent off to a local facility in texas.
    late last week i received an email from this facility indicating that they found no problems and asking for additional information. upon calling the phone number i was told that the genius bar manager discussed the situation with the facility and that they would be running further tests at the facility. two days later i received an email from the genius bar indicating that the computer was back at the genius bar and eveything was fine and it was ready for pickup.
    at this point - and after having an extensive discussion with the genius bar on the phone - i have not been given any hard information as to why it was sent off or why it was sent back with no repair. however, i have been repeatedly told that the computer should be getting 5 - 6 hours of battery life (and ostensibly no beachball hangs) /if/ i don't use ChronoSync or Carbon Copy Cloner and that this was tested while running:
    1. iTunes with Visualizer
    2. Pages (with apparently no activity)
    3. Activity Monitor
    4. Safari (with a constant refresh)
    5. Screen at 50%
    i am concerned that i am going to get this computer back and i will again have 1 1/2 hours of battery life doing something normal like surfing Safari as i am concerned that the restrictions that they are placing on my usage are un-realistic for a pro level computer.
    however, every time i try and discusss this with the genius bar i end up in a discussion about why they don't have any record or my bringing it in within the first year (i guess they say this since i say i have always had this problem but i haven't had the /time/ to troubleshoot this type of problem). i mean, i have always just taken the "path of least resistance" and dragged the power cord with me if i move from one room to another one with the machine. ALSO, mac tech is now telling me that the fact that i have a current version of Adobe Creative Suites loaded (i bought it at the mac store for $1200 but i only /ever/ use it on the mac pro) may be reason enough for poor battery life. if i try to explain that i am not using this software on the machine it goes nowhere.
    in short, i don't feel like this computer has ever performed adequately but every time i try and address this i feel like i am either getting questioned about what i am saying or i am being provided an unrealistic set of restrictions for use with this machine.
    does anyone have any suggestions for a good way to address this with the Mac Customer Assistance person who has been helping me shortly after the computer went to the genius bar? also, is there some set of terms or words or is there a technical report or something that i can ask for that will let me get some more insight into what they have tested, why it failed and then failed again and then apparently passed?
    TIA

    hi grant. thank you.
    checking back in here. this has been a /very/ frustrating issue. it has also been technically much more complicated than i would have ever imagined. i have a 2006 mac pro with almost the same amount of ram in it (actually 13 GB) and i don't have any of these performance type issues.
    anyway, does this answer apply as well if i neglected to mention that i bought 8 GB of ram to put in the machine about a year or a year and a half after buying it when i finally got a moment to deal with this? i just got so frustrated wasting all my time i figured it would be more cost effective for me to max out the ram. i mean, if i have the /MAX/ 8 gb of ram /already/ in the machine is there something specific to look for with respect to this article?
    i guess i am having a really, really, really hard time imagining that my rather limited use of the laptop - when i do almost ALL of my production work on the desktop - is somehow too taxing for a circa 2010 pro line mac laptop with the maximum of 8 gb of ram put into it. i work so slowly and in such a limited manner on this laptop that i am talking about really, really mundane kind of tasks here. i guess the bottom line is that if i see one particular piece of software chewing up a lot of my 8 gigs then i know i can't run this software and get any decent performance?
    ALSO - can you please tell me the best way to test all of this if i am looking to document it?
    1. I fully charge the batter, DELETE any items listed in the startup items under users, shut down the computer, start up the computer and then turn on Safari and let the computer run on the desk without power and see how long a battery life i get?
    2. then i turn on Pages and see if i get a beachball hang?
    3. can i run some kind of benchmark test on my end?
    4. other ???
    THANKS

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