Verizon Cust Service Lied Now I'm Trapped

Need advice but I think I have no other options.
I used to have USB wireless 3G device, was already free of 2 year contract (already had for 3+ years, paying $60 per month plus taxes), and was in Best Buy one day and "conned" into thinking the Jetpack Hotspot was a better deal and better plan, saving me $10 per month.
I purchased a Jetpack from BestBuy on 12/4. On 12/6 I was traveling and tried to use but battery died in the middle of a meeting where I was running presentations over the internet. Clearly reflected poorly on me. Realized the Jetpack was not going to work for me and I should go back to the 3G device I originally had.
I called Verizon customer service on 12/15 to ask what the termination fee would be if I terminated service, because I had signed contract renewal for 2 years with the jetpack, but that it did not work for my situation. The Verizon Customer Service woman told me there was no fee and that actually I had until after the 1st of the year to return the device with no termination fee. I told her I got it at BestBuy and asked if that is where I should take it back and sher confirmed there would be no problem and that she would "make a note on my account."
Did I mention I travel A LOT? That is why I needed a mobile wireless device. I was unable to get back to Best Buy until 12/26, but thought I was still okay to return the device and terminate my plan because I was within the timeframe that Verizon Customer Service told me. Best Buy called Verizon and basically the customer service person told me they would not allow me to terminate contract without the term fee of $175.
I spent 2 HOURS on the phone with Customer Service. I was "escalated" to Michael in Salt Lake City with Verizon Tech Support Escalation. He provided me 3 completely valueless options:
1. Stay with the current jetpack for 2 years at $50/month
2. Buy a 4G USB device for $39 and still be stuck for 2 years at $50/month
3. Go back to original Pantech Wifi 3G device and original plan of $60/month, with caveat that I still am stuck in new 2 year agreement
4. Terminate contract for $175.
He told me that I was outside of the 14 day "ho hassle guarantee" - apparently if you are one day out then you get full hassle.
In my opinion, I should not be paying any termination fee becuase I called with in the 14 day period. Had I been told at that time when I originally called at day 11 that I had only 14 days then I would have gone directly to Best Buy to return it all and cancel (Even if it meant changing my travel plans). But I was told that I had until the 4th of January, bascially 30 days.
I explained this to Michael in Salt Lake City Verizon "Customer Service" and he was unsympathetic. He said he would "provide feedback to the original person who told me that incorrect information" but that he could not do anything for me.
He said that he felt it was so important for me to understand the options that he took the time to explain all this to me in the 2 hours we were on the phone - I appreciate that my time is so invaluable and that his time is so valuable that he spent it doing his job and explaining my "options". He was kind enough to offer that we revert to my original plan of $60 per month with my original 3G device, but I would still be obligated to be under the 2 year extension of contract even though it would be as if I made no change. Oh how wonderful of Verizon to do this for me - trap me in a contract that benefits them for 2 more years of gouging me even though I was already outside my original contractual obligation having been with them 3+ years.
So I ask the forum what you recommend? I am trapped in a 2 year contract where I have to stay with Verizon for crappy service - I haver never had good customer service with them which is why all my 4 phone lines are with AT&T. I only have Verizon because I am forced with this wifi for traveling. My one chance to get out is now blown and Verizon will not even work with someone who had an excellent account payment history for 3+ years.
I ran the numbers and here is what it looks like:
Option 1 Stay with current Jetpack for 2 years then dump Verizon forever - $1200 + taxes
Option 2 Buy another 4G USB device for the "special price" of $39 and 2 year jail then dump verizon forever - $1239 + taxes
Option 3 Go back to original Pantech 3G USB device and pay $60 per month still stuck in 2 year extension contract - $1260 + taxes
Option 4 Terminate for $175
I think in every option since I have been forever poisoned by Verizon Customer Service I will tell everyone I know to terminate service if they can. I already have one friend who is outside contract and has agreed to terminate his service. I look forward to calling Michael in Salt Lake City Customer Service Escalation to let him know that I have a hand in terminating that friend's service, and will make it my goal to help as many others terminate as well. [Edited to comply with Terms of Service]
Any others with a similar situation where a Verizon Customer Service person lying to you resulted in your having to suffer though fees or an unwanted contract extension?

I would have taken the 4G and the $50 plan offer, for the same data amount as you had with the 3G $60 plan. And yes you would and should have a new 2 yr contract going this route. As for the Jetpack, I have no idea what that even is.
That being said, I would have thought even USB modems and such would have fallen under the holiday return policy.
Wireless Device/Accessory Return Policy
You may return or exchange wireless devices and accessories purchased from Verizon Wireless within 14 days of purchase. A restocking fee of $35 ($70 for netbooks and tablets) applies to any return or exchange of a wireless device (excluding Hawaii).
This return and exchange policy does not apply to customers who have purchased a Prepaid Plan.
Purchases made between November 15 and December 28, 2011 may be returned or exchanged through January 15, 2012. All other provisions of Verizon Wireless’ Return & Exchange Policy continue to apply, including Restock Fee.

Similar Messages

Internet Service Down/Verizon Cust Service Down

Anybody else having same problem today? I am not even able to reach Verizon customer service. Their phone system keeps hanging up mid stream when I call via my mobile. Thankfully my 3G still works!

It appears that there are outages nationwide since early this morning.
I don't there is any official word from Verizon about the outages, but if you check some of the threads in this forum, there are some solutions posted that may help you reestablish data connection (at least 3g anyways).

Verizon Customer Service? Now that's a question - with no good answers.

Verizon has gone to great lengths to create in me something much more that a dissatisfied contract customer. All the aggravation was exacerbated March 09 when my annual "UPGRADE" time came 'round. Circumstances cause that I keep expenses to a minimum and my cell is the only phone I have. A disabled Vietnam Vet 65 years into this first quarter of my life - I've pretty much been there, done that and got all the T-Shirts.
Explaining to the CS rep in March that a bigger screen would be a great help I came to, or by, the Samsung Brightside. I am a real old timer but I eat drink and sleep computer stuff (PC) and many things electronic. I have a fully operational audio production studio in my home and write, produce, do voice-overs for and publish not-for-profit videos - most supporting our brave men and women in harm's way. I have, of necessity due to a battle royal for over a year with a certain major concern that seems to think they own parts or portions of my operating system, Windows 7 Professional 64 bit and bare-knuckle fighting inside my OS has caused collateral damage. I have completely wiped and performed a clean re install of my OS twice in less than a year.
So, when I get a "NEW PHONE" from Verizon I'm all excited about getting it up and running and performing at least to the degree it is advertised as being capable of. The SAMSUNG BRIGHTSIDE, I have deduced after many hours struggling with it is simply a joke. The BRIGHTSIDE absolutely had to have been some marketing scheme that was designed, constructed and put on the market by SAMSUNG without one minute of research and development. It was as though they tried to define "BASIC" in a cell phone with this product and wrapped it in a very attractive package - until one tries to simply pick it up. Go to the Samsung/Verizon site that lists the phones specs to try to keep pace with requisite formats for music, sounds, ring tones, videos, photos and data and if you do not speak CODEC and FORMAT good luck even trying to load onto say a 16 gig external MicroSanDisk your own music, sounds, ring tones, videos and oh! yes pictures. Verizon has a "proprietary software cement program called "V-CAST". Written, instilled as part of the permanent footprint of the Verizon product and it simply does not like some "owner/customer" trying to circumvent it's sole purpose which is to funnel the owner customer into a controlled position whereby if "it ain't from Verizon - it is licensed to fight you to the death. Right now I could give lessons on exactly how and what to do to just be able to locate the files from your own library and view them on the phone. In fact I will give lessons if I'm asked but first I'll try to convince whomever to switch to SPRINT - thanx to Consumer Reports, and my now cemented dislike for recorded CS events with Verizon. When I wrote in a previous entry here - "It's on now!", I was not kidding.
Taking a close look at the "My Account" page with Verizon I come across an offer they make to buy your no longer needed phone(s) that are free of obligation. I needed to find something to hopefully make me feel a little better for the wear. Thinking about it angers me even more so it is simply this: My Blackberry Storm 3590, Verizon's appraised value, $7.00 - that's SEVEN dollars US. My LG Cosmos, $0.00, as in ZERO Verizon appraised value. So, that discovered surely Verizon must hold the new SAMSUNG BRIGHTSIDE (although "just a basic phone" as the manager of the Draper, Utah Verizon store rather bluntly said to me), here it is: $12.00 - All in one pile no less...
I feel so used...

What bothers me is VZ and some may disagree with me should respect our vets who fought for the right of people to form and own companies and what little freedoms and privacy we are privileged with. I approach a door and It offers military discounts I am more likely to do business there again. Verizon has lost it they show no respect anymore for their customers regardless of their circumstance the more I read in this posts I am glad that I don't work for them I would have to hang my head in shame after all these posts. It seems like they are snake oil salesmen who need to be tarred and feathered and run out of town
<< Remaining content of post removed to comply with Verizon Wireless Terms of Service >>
Message was edited by: Verizon Moderator

Verizon cust service can no longer upgrade a device early???

I have been a loyal member of Verizon wireless for 10 plus years and the last 5 I have had multiple lines. Verizon isn't the most economical I have seen, but coverage and service are the best imo. Last sept, I dropped my phone in a glass of water. I went through my insurance provider and was charged 100 for the same phone which was a refurb, btw. Of course that phone would not connect to a wireless connection causing a return and an inconvenience to me. Phone number two was also a refurb. Shooting forward to today. My REFURBED phone that could be God knows how old, holds a charge for 3 hours max (with little/no talking). I called today and begged Verizon to understand and take mercy upon me being my next scheduled upgrade period was in 4 months. Of course this multi million dollar making company said they no longer could move an upgrade date up. Seriously? Verizon has access to how many million iPhones? Amazing the new customer can get a top notch, new model iphone for signing up. It is a shame once they get you contracted, they no longer care about customer service. They certainly care about me keeping my end of the bargain which is payment monthly. I will be marching over to sprint by the end of this week. I'm thrilled I have a VM from Verizon just now asking how the customer service is and was
Signed,
A former happy Verizon customer

I pretty much agree with the other replies on this subject. I don't like all of Verizon's policies either, but if they have a rule, then they need to follow that rule for all customers. The larger an entity gets, the more they need to rely on policies, rules and procedures. Can you imagine the chaos that would occur with Verizon's current number of customers if their sales people and customer reps. applied the rules willy-nilly and treated customer's according to their mood that day, or how much the customer whined or cried over the phone or what kind of **** story they came up with? You know we would all share our story if we got an early upgrade. That kind of information would spread like wild fire, especially on this community forum, and everybody would want special consideration. I can just imagine the yelling that could go on in Verizon's local stores when somebody comes in wanting the same break their brother got the other day on an early upgrade! Where do you draw the line? Enough said about that, I'm sure you get my point.
Related to these contracts: I have been wanting to get away from Verizon for at least a year. I checked Consumer's Reports and they had an article on the top 5 cell phone/wireless companies. Verizon, AT&T, Sprint and T-Mobile did not make the top 5. But, Verizon was the Best of the Worst. I chose one of the top companies, Ting. But, I only switched my daughter's phone. Since she broke her phone again and had already exceeded the "2 maximum replacements" for 12 months (Azurion's Total Equipment Coverage), I knew this was a good time to test the waters with one phone, rather than transferring everything over at once. Bought her a cheap, refurbished i-Phone 4S from Ting (a lesser phone than what she had, but I wasn't willing to spend more, which by the way was less than the $169 deductible that Azurion charges for an i-Phone 5 replacement). Activation and porting over her old phone number worked seamlessly. I am now saving almost $100 a month. But, Verizon charged me $135 early termination fee, because the 2 year contract on her phone wasn't up until 7/9/15. I have been a "loyal" customer of Verizon's for at least 20 years, but I did not expect anybody to waive my early termination fee. It was a calculated decision I made with a lot of research over time. I knew the monthly savings would cover the early termination fee in no time. When the contract is up on my phone in June, if I agree with Consumer Reports's ratings, I will be switching it over too. And, it will be bye-bye Verizon!

Why is it ok for a verizon wireless service representative to lie to a customer? I went over my monthly data and i called to ask for some help with the overage because i was barely over. They told me they would take care of it and sold me on a shared data

why is it ok for a verizon wireless service representative to lie to a customer? I went over my monthly data and i called to ask for some help with the overage because i was barely over. They told me they would take care of it and sold me on a shared data plan that would result in 2gb less data but told me i would save 20$ a month. I agreed and recieved my next statement and to my suprise my bill actually went up 15$ a month and i talked to several people and they all told me there is nothing that can be done to get back on the plan i was on and they can not even give me a discount to get me back to what i was paying. They can only offer me a convenience credit. I will be cancelling service.

ajwest101,
We do not want to see you go. I truly apologize for any misinformation regarding your plan. Let's investigate into this a little further. What plan were you on? What plan were you switched to? If you look at the detailed billing online of your previous bill do you see any additional charges other then the plan?
LindseyT_VZW
Follow us on Twitter @VZWSupport

Verizon Customer Service and Samsung Galaxy S III

A little over 3 weeks ago I purchased a Samsung Galaxy III phone from Verizon.
The exact store is:
224 North Weber Road,
Bolingbrook, IL 60440
(630) 226-4660
When I purchased the phone the person who sold me the phone told me that I had 30 days, If I was not completely satisfied with the phone I could return it and get my money back. However, he assured me that I would LOVE my new phone.
I had just come off using a Blackberry for 4 years with no problems AT ALL! I loved that phone, but I thought it would be nice to get up to the 21st century phone standards and get a touch screen phone. Well, I went for the best…… or so I thought.
As soon as I got my new phone in the car, I started using the speaker phone hands free. The speakerphone began to cut in and out and the person, my husband whom I most speak with could not understand what I was saying. I used the speakerphone on my Blackberry without issue. I did not think much of it because I was so happy to have my new phone. I thought maybe I was just in a bad area etc… Well the issue persisted also when I called my bank, my husband’s mother, my mother and it did not matter where I was the speaker phone did not work properly. Then my phone started to drop calls. Again, I thought it may have been the area, but it started happening a lot. So now I was really beginning to wonder. Having though I was still under the 30 DAY warranty, I gave it a few more days. I began having to take out the battery to reset the unit because apps where disappearing and when I went to re-install them the unit indicated that app was already on my phone and wanted to know if I would like to uninstall the app. I had to once again take out the battery and have the unit restart. Well, I could not take it anymore. With all of the things going wrong only a couple of weeks after purchase, I had to go into the store and see what they could do for me. I went in and explained my situation to the manger who was greeting people at the door, I think her name was Katie or something like that. She put me in line on her IPad just like everyone else for someone to assist me. I was assigned to a very pleasant associate who took the battery out of my phone and said try this to see if this works for you. I, not knowing very much about the technology said ok and walked out of the store. Well it kept on getting worse. I went back to the store on Sunday, September 30th 2012 asking for my money back or a new replacement for the phone. They would not assist me. I started with a regular associate and went up the chain finally getting Katie (the store manager) who repeated everything that everyone else said. So, obviously, she has no managerial skills at all. She stated that they would have to totally reset my phone to see if some apps where conflicting etc. Isn’t that what you purchase a Smartphone for??? To put apps on it and calendars etc. I just downloaded a calendar and Xfinity because that is what I have my e-mail on. I don’t’ think that was the issue, but you could not tell Katie anything.
I wanted a new phone replacement or money back as I spent $300.00 dollars on this phone. She would not have it. She said we have to go through the proper trouble shooting because I was out of the 14 day return policy!!!!. OMGsh 14 days???? I was told 30! Had I known this, I would have gotten my money back the first time I took the phone in for the issues I was having. At that time, I was still under the 14 day policy! I proceeded to express my opinion to everyone in the store stating “Don’t buy a Samsung Galaxy III” They are pieces of **bleep**. Well, needless to say Katie did not like that and she set my phone down in front of me and said, if I am going to swear, she is not going to help me. Ok, then I re-worded my statement to tell everyone in the store “Don’t buy a Samsung Galaxy III they are pieces of garbage” I cleaned it up a little, but still got my point across. I also told her that I would blog about it and send a letter to the corporate office of both Samsung and Verizon. I don’t think that she believed me, but here I am taking my time for this stuff. Time I don’t have much of, but I feel very strongly about this situation. I was lied to and Katie had the nerve to tell me that if I get a replacement phone from them, it would be a refurbished unit even though I just purchased the unit 3 weeks earlier. THAT is unacceptable by any standards!!!
Needless to say I left the store totally dissatisfied with Verizon’s customer service and the Samsung Galaxy III phone. I have not put any unusual apps on my phone nor have I downloaded a new calendar to my phone and I am still having the same issues with dropped calls and bad speaker phone. I will not put any time into this phone for them to tell me they need to reset the whole darn thing again! I am not going to bother going back to that Verizon store, because I know that they will not lift a finger to do anything about it.
My husband wants an IPhone 5. We will not be purchasing this from Verizon and I will probably eat the cancellation fee and go through AT&T so that my husband can get his IPhone. I will never purchase another thing from Verizon, this is not the first time that that they have let me down.
I hope that this letter, blog, facebook, YouTube note will open some eyes with regard to Verizon customer service and the Samsung Galaxy III phone. I don’t know if it will, but with social media as it is, I hope it DOES!
Thanks for nothing Verizon!!!
Sincerely
Donna {edited for privacy}

These forums are dedicated to Residential products and services offered by Verizon.
For help on Verizon Wireless issues, please post your topic on the
Verizon Wireless community.

Cannot be more dissatisfied with Verizon customer service!

I used to say Verizon is great because it has a great customer service. Now, I am having a second thought. I have just bought a new phone with a new contract and since then I have been having all kinda technical issues with the phone reception and its 4G network. I reported the problem to the Verizon immediately, and in response, instead of simply replacing the phone, they have put me through some time consuming technical checks for three times! and at the end, they just simply left me alone with the problem. Also, every time they acted like they had no idea what the previous person had said/done and made me start the whole process from the scratch! Can you believe it?!
I know I was naive to take their words but I trusted them and now here I am, stuck with a phone and out of the 14 day guarantee replacement window. The last technical support I spoke with literally tricked me, manipulated me and at the end lied to me. After a comprehensive technical check including even a change of SIM card, she fully acknowledged the problem and said she would replace my phone with a new phone (a different device) and do the price match. She asked me to wait for her to double check with her colleague. She never got back to me. I contacted her many times, and sent her many messages but she did not have even the courtesy to call me back. She dragged this issue for so long that now I am out of 14-day guarantee replacement window and stuck with the manufacture warranty replacement!
I am starting to believe that this is a technique they use to make the replacement process very inconvenient and tiring for customers, so eventually they’d give up, and guess what, many people actually do! Furthermore, when they make you wait too long (more than 14 days), you will no longer be eligible for the 14-day guarantee replacement. They get their way and you are stuck with the phone and manufacture. I cannot believe some customer agent use such “dirty” techniques to “manage” the situation (read: get rid of the customer by any means).
The thing I am more angry about than the phone itself is the fact that they insulted my intelligence by lying about the replacement, wasting my time, and the fact that they asked me to trust them but did not return my trust. Speechless!

These are the Verizon Residential forums used for peer-to-peer support for FiOS, DSL and phone line users.
It looks like your issue is with Verizon Wireless. You should check out their forums and support on their web page:
http://www.verizonwireless.com/
Good Luck.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

Cannot be more dissatisfied with Verizon customer service

I used to say Verizon is great because it has a great customer service. Now, I am having a second thought. I have just bought a new HTC One with a new contract and since then I have been having all kinda technical issues with the phone reception and its 4G network. I reported the problem to the Verizon immediately, and in response, instead of simply replacing the phone, they have put me through some time consuming technical checks for three times! and at the end, they just simply left me alone with the problem. Also, every time they acted like they had no idea what the previous person had said/done and made me start the whole process from the scratch! Can you believe it?!
I know I was naive to take their words but I trusted them and now here I am, stuck with a phone and out of the 14 day guarantee replacement window. The last technical support I spoke with literally tricked me, manipulated me and at the end lied to me. After a comprehensive technical check including even a change of SIM card, she fully acknowledged the problem and said she would replace my phone with a new phone (a different device) and do the price match. She asked me to wait for her to double check with her colleague. She never got back to me. I contacted her many times, and sent her many messages but she did not have even the courtesy to call me back. She dragged this issue for so long that now I am out of 14-day guarantee replacement window and stuck with the manufacture warranty replacement!
I am starting to believe that this is a technique they use to make the replacement process very inconvenient and tiring for customers, so eventually they’d give up, and guess what, many people actually do! Furthermore, when they make you wait too long (more than 14 days), you will no longer be eligible for the 14-day guarantee replacement. They get their way and you are stuck with the phone and manufacture. I cannot believe some customer agent use such “dirty” techniques to “manage” the situation (read: get rid of the customer by any means).
The thing I am more angry about than the phone itself is the fact that they insulted my intelligence by lying about the replacement, wasting my time, and the fact that they asked me to trust them but did not return my trust. What a shame!

Your phone has a 1 year manufacturer's warranty as long as the device has no physical or water damage. There is no limit on how many times the phone can be replaced under warranty. Verizon Tech Support would trouble shoot the phone and would be replaced for free if they cannot resolve the issue.

Hoodwinked by Verizon Customer Service??

Been with Verizon for a few years so went into local store to see if could upgrade a few weeks early. Rude manager on site told me no and made sure I understood that no one up the food chain would help me. Also, offered info re potential providers I might defect to if I didn't like it. Called Verizon customer service and, after review of my excellent payment history, etc., they ok'd the upgrade for that day's sale price. Also, agreed to new service contract and accepted terms and conditions over the phone. Was quoted 2 day free shipping for the phone - but now 10 days and multiple phone calls being passed around from person to person later, STILL no phone. I have been promised on at least 3 occasions now, that the matter was handled and Verizon would make good on its representations. Last week, I told a rep I was going to file complaints with the BBB and Dept of Consumer Affairs and she asked that I wait until Monday, again promising it was being handled. Monday has come and gone and still nothing. To add insult to the pile up of injuries, I checked my account on line this evening and my phone order has completely vanished! Like it never existed. I called Verizon and got a rep who was very nice but could not help except to say that multiple folks had tried to fix the order issue but it kept getting kicked. So basically, they just didn't contact me. Hoping I'd go away? I sat on hold again, promised a supervisor was coming but finally, after over 30 minutes, I just hung up. Not surprisingly, my phone has not rung with a followup - even though CLEARLY Verizon knows who I am and the situation. Horrible HORRIBLE treatment of your customers. Very poorly done Verizon. I have filed my complaints. Maybe Verizon will deem the BBB or Public Utilities Commission worthy of some sort of consideration - as apparently I, as a long term customer, am not.

I know how you feel! Verizon is seriously lacking in the customer service department this is what I'm going through!
Why has Verizon lied to me about everything from the jump? I have been with Verizon since about June. At first it was two lines then 3 then 6. Once I added the last 3 lines, tablets, my bill went through the roof!! I was told the tablets would only be $10 a month a piece. My second bill was $780!! What the heck is that?!? Now it's $500. I do not understand why it is costing so much!! I also suspended the 3 tablets and was told it would lower the bill, it hasn't, I also got a discount from my job and that would lower the bill,it hasn't. I want something done about it NOW. Or I will leave without paying a dime! I am sick of the lies and the hidden fees no tells you about!! This is crap! Fix it now!

Verizon Store Salesmen lied and scammed

Verizon Store
{edited for privacy}
Salesmen - Matt {edited for privacy},
{edited for privacy}
What happened -
April 2013, bought new iphone in store to replace old cracked screen, but still totally working, iphone.
Matt {edited for privacy} insisted on buying the insurance plan. He said, pretty much verbatim, "You break it, you lose it, you drop it in the toilet.. you get a new one for free."
I said "Really for free?" He said, "Yeah! but you can only do it twice a year".
First lie, as it's not free.. you still have to pay $100 something. But regardless, I agreed and got the insurance.
As we were fininsihing the transaction, Matt {edited for privacy} asked me if I wanted to sell him my old cracked screen phone for $40 cash.
I said, "I don't know, I might need it as a backup phone in case something happens to my new one."
Matt {edited for privacy} responds, "Ahh don't worry, you've got the insurance!"
I said, "Ok." And this verizon employee bought my old phone from me for cash. I know I wasn't doing anything wrong, but is it Verizon policy to allow their employees to make side cash offers on customers phones?
I wouldn't mind, only now, a year later.. My phone was stolen.
I walk into that very same verizon store confident I've got insurance. Turns out.. there's no record of the insurance.
I explained my story, and the representatives at this store in {edited for privacy} told me that Matt {edited for privacy} usually works at a store in Conneticut.. ? Yeah, weird. And that he's not going to be in the {edited for privacy} store again for a while.
So they gave me Matt {edited for privacy} cell phone number.
I called hi. I explained myself, he eventually remembered selling me the phone and said, "Yeah I do remember getting you the insurance. I never usually let a customer go without buying the insurance."
He say's he needs to look into it and he'll give me a call back. I am as pleasant as can be and tell him, "No problem".
A week goes by and he doesn't call. I call him again. "Ooh sorry, you were the next person on my list to call!" says Matt.
Next he tells me that even though we was sure he signed me up for the insurance, he unfortunatly couldn't find any computer work to indicate that he put it in.
Matt trying to avoid looking at fault at all costs, relunctanly, says, "Yeah I don't know what to tell you.. I thought I put it in".
Matt's only solution was that he could sell me a used iphone for $200 cash. Nah, wasn't going for that.
I have been a verizon customer for over a decade.. have spent tens of thousands of dollars. Verizon, one of your employees, who REPRESENTS YOUR COMPANY, screwed up. Lied. Tried to dance around the issue. And I'm sure broke at least several Verizon policies.
And now I'm being told that I am out of luck. That I need to wait a year for my upgrade.. or spend even more money on the edge upgrade..
When I should have been insured and had a new phone by now had it not been for the incompetence of your employee.
I've been using a 3 year old flip phone for a month now. That flip phone just stopped working and I have NO phone.
This issue is unresolved and as a loycal customer to Verizon I need this to be adressed and for my inconviences to be reasonably compentsated.
Ot at the VERY LEAST, getting me a new iphone for the price I would have paid had Matt {edited for privacy} not screwed up the insurance.
Thank you.

Hi YeahScreename,
These forums are dedicated to Residential products and services offered by Verizon.
For help on Verizon Wireless issues, please post your topic on the Verizon Wireless community.
Thank you.

Complaint - Customer service lied to me

Now that Verizon finally has a reasonably priced single plan, I decided to have my son and his wife and my daughter get their own plans. I called Verizon customer service and told them that I wanted to separate our accounts on the first day of my new billing cycle (January 10). I knew that if they separated the accounts during the old billing cycle, the total cost would be a lot more.
The customer service representative told me that she would set the order up so that the separation would occur on January 10. My billing cycle ends on January 9th. I called in about January 5th. The customer service representative told me to be sure and have my son and daughter call in ahead of time, so that things would be ready for the change to happen on the 10th.
After talking to the customer service representative, I sent emails to my son and daughter telling them to be sure and call in before the 10th, so that the accounts could be separated. They emailed me back saying that they had done that.
This week I got my bill and to my surprise they had separated the accounts three days before the end of the billing cycle. This meant that we now had three bills that totaled about $400, when our normal bill was about $260.
I thought no big deal, I'll just call Verizon and get the bill straightened out. I've tried to do that twice and both times I get a customer service rep who pleads ignorance and says that they can't do anything to correct the bill.
This is ridiculous. I did what the customer representative told me to do and was assured that the change would happen correctly. Verizon did something different than what I was told they would do. Now Verizon won't take accountability for lying to me.
I've been a Verizon customer for fifteen years. I've paid them thousands of dollars. I've recommended their service. Now it looks like I'm going to have to take my business else where. They'll get a extra $150 out of me for last month, but they'll lose my future business and my future recommendations.

There are multiple reasons here why your combined bills may/will be higher than your old bill which may not necessarily have anything to do with splitting the accounts 3 days early.
As it is, I don't see how splitting the lines early would have ANY effect on the new bills.
1 - when the new accounts are created for the lines being split off, they will not necessarily have the same bill closing date as the original account. Each NEW account could very well have a partial month AND a full month of service on their first bill regardless of when the split took place.
2 - you are not cancelling a line, but instead someone else is taking it over. You should receive a partial month credit on YOUR bill for the days between the split and the end of your billing cycle. Verizon does not pro-rate the final bill for "cancelled" lines, but I believe they do so for "transferred" lines.
3 - separate accounts each with their own data allowances will usually be higher than 1 account with the same number of lines on it. This is due to each account having to manage their own data allowances instead of 1 pool to pull from.
For example:
3 lines on one account with 15 GB of shared data = 3 x $40 = $120 + the current rate of $100 for 15 GB of data = $220 + taxes/fees
3 lines on separate accounts, each with 4 GB of data = 3 x $40 = $120 + 3 x the current rate of $70 for 4 GB($210 total) of data = $330 (If you bump up the data allowance to the 10 GB level for $80, then you are even $30 higher)
YES, it is MUCH cheaper to have multiple lines on one account than multiple accounts with 1 line each.
4 - If any employee discounts were being credited to the original account, the new accounts would not get them. The new account owners would have to first apply for any employee discounts which they may be eligible and it may take 1-2 billing cycles for those discounts to take effect.
5 - I am not aware of how much you are paying for your 15 GB of data, but the current rates for data MAY be different than the rates available when you selected you monthly data allowance.
I am sure there are other reasons why the combined bills may be higher than your old bill, but those are the ones which quickly jump into my head, NONE of which have anything to do with the date the "split" took place.
Regardless, I can't imagine any reason why the date of the split NOT being on your bill closing date would have any effect on increasing the bill, but I suppose it would have been nice for it to have taken place on the date you were told. Not necessary, but nice.

Could anyone show me how to file a complaint with Verizon Customer Service?

I would first like to state that this is my first time having an issue with Verizon Customer Service.In all my years of using their service, I had never run into someone that truly had no idea what they were talking about. I would like to file a complaint to save everyone from experiencing the frustration I am feeling and from wasting your time.
Here is the story, so that you can understand the reason why I would like to file a complaint;
My phone has always had an SD Card in addition to the phone memory because my phone memory is already tiny, less than 1 GB.I put things that cannot be put on my SD Card (my text messages, contacts, etc.).
This past week I kept on receiving air messages that my phone memory was full. I deleted most of my text messages but I still received air messages that my phone memory was "full". I therefore decided to call Verizon Wireless to see if they could help me solve my problem or at least educate me on what was taking space in my phone memory.
Well, I unfortunately had the luck of being connected with a representative named "Naima" and I told her about my phone memory problem. She said she knew how to fix my problem and instructed me to click on the "Format SD Card" button. Following her instructions blindly, I never once stopped to consider that clicking on that button would erase everything. And so ALL my pictures, ringtones, and videos were erased.
Trying to fix her mistake she dug herself into a deeper hole. Instead of admitting that she had made a mistake she claimed that my pictures, ringtones, and videos could be recovered, She had me access Backup Assistant, but my stuff was NOT saved there. I later learned that my phone's Backup Assistant can only save contacts, NOT pictures. She knew what phone I had (representatives have all the phone's info and history) yet she led me in circles and wasted my time and could not own up to her mistake.
What upsets me is the fact that she did not even KNOW that the phone memory and SD Card are 2 COMPLETELY DIFFERENT things.And also she could not own up to her mistake, but instead wasted at least an hour of my time trying to get Backup Assistant to do something it could not.
I then attempted to file a complaint to found that Verizon makes it Virtually Impossible to file a complaint, only through MAIL! Really??

Well actually sending a certified return receipt letter to Verizon Wireless may or may not do any good. you can also file a complaint here http://www.bbb.org
Those out of memory messages usually mean internal memory is getting full. I have no idea of your make and model of device but there are many articles via google that tell you how to transfer files from internal memory to sd card memory.
Now on the off chance your sd card is nearing its capacity you can either hook to your computer via usb and the computer will show two drive letters. One is internal memory and the other is the sd card memory. If its internal memory and your sd card is not full you can drag and drop the files to the sd card. However you can also get a card reader and then make a saved files folder on your desktop, then cut and paste any or all movable files to that new folder you just created. its really very easy.
You can also remove files from internal memory (music, photos,documents) to that folder on your desktop. You can also remove all files and photos from the sd card on a regular basis to never have that low memory problem again. I always purchase the largest sd card that is usable on my device and never save anything like music and photos to internal memory.

Verizon Customer Service?

Verizon Customer Service?
A Verizon Supervisor just told me on 1/08/2011 and I quote: “ You can't expect first class service if your only paying for coach.” and So
I'm writing this to express my dissatisfaction with Verizon home phone and internet service, as my only recourse since I live in an area where they are the only option for this type service. My hopes are that if enough people know the kind of service that is being provided or not provided as the case my be, and of the attitude of the supervisor that I had the misfortune of contacting, That Maybe, just maybe there will be some sort of change and We can get some kind of service? Even in coach.
First I like to let everyone know that this is not a one-time problem our service has been out 5 times in the matter of a year and a half and each time we have call for service it has been handled pretty much the same way. We pay for Life line phone service and DSL high speed internet when it is working I have no complaints the problem is when you need a trouble call, our Life line phone service was out for 10 days before a local repair tech was even contacted, he was just here and fixed the problem at the box down the street in less than 10 min he also let us know that he had been available thee entire week and was not busy he just wasn't informed that there was a problem. We called the problem with the phone in on New Years day and didn't expect anyone out then, but was told that some would be out on the 4th between 8am and 11am, well that did not happen and we waited all day before calling again. That night I call the toll free number again and was inform that they had no record of a trouble call even being placed, but that they would set it up now and that a repair person would be out on the 7th again between 8am and 11am at 1:30pm I called again, this time I was told rudely that the problem did not need a technician and would be repaired by 7pm that night. At 6:55pm I called with a friends cell phone and talked with a supervisor who apologized and assured me that someone would be at our house in the morning, guess when? Yep between 8am and 11am she also told me that she personally would follow up on the problem. Next day 8 to 11 came and went and no phone service at 1pm I called again and asked to speak with a supervisor I was placed on hold for close to an hour and when the supervisor did pickup I explained the problem and also inform him that along with being a life line it is also the contact number for my home business and he told me that it didn't mean anything and that if I had a better phone plan my service would have been repaired by now, and “ You can't expect first class service if your only paying for coach.” but would try to get someone out before 7pm or the next morning (Sunday) did not believe it but after that I did not call anymore the service was fixed at 2pm on Monday the 10th. I guess I should just be happy it was fixed, but I wanted people to know how Verizon Customer Service treats it's customers.
Thank you,
D mad in Lottsville, Pa.

Dear ANYBODY at VERIZON who ACTUALLY Cares!
I also agree that the customer service or I should extreme lack there of is your main problem. I just got off the phone with a Melissa {edited for privacy}who is a Sales Associate in Virginia. Her title is consultant. I have had so many problems with Verizon since I moved into my new home last July that I can't even count anymore the amount of times I have had to call and argue with them. They are never willing to just fix anything or help the consumer. It's always our fault or we need to call this department that's not there problem, it's a different department etc. I am so sick of this. I had my service go out probably close to a year ago and they had to come out and replace the line. I was told a temporary line was being installed and a week later they would be back to bury the line. Well they NEVER came back. I have called several times and nothing gets done. Plus I have had SOOOO many problems with my bill its like a child is handling it. When I moved I was suppose to have service transferred. It wasn't. The guy who had no clue what he was doing that worked for Verizon didn't transfer me he set up and brand new account all together. I even questioned him a few times about why he needed my social security number etc and told him I wasn't getting a new account that I was just transferring service. He said that he understands but that this is part of that transfer. I didn't understand that but then I don't work at Verizon(probably have more brain cells than are required for them) so I let it go. I later find out that I have two accounts open. So I owe this outrageous amount of money. I call back and get the run around. Eventually after several hours on the phone and several weeks of back and forth and research and after I called them again! I get it figured out, OR SO I THOUGHT! So my new bill arrives and there is a huge like $350 early termination fee. Are you kidding me??? Hello I just went over this a billion times I didn't cancel your stupid service I transferred it and because the wonderful associate working for them couldn't successfully do his job, well I was suffering for it. So then I had to call to get that HUGE fee removed that I should have never been charged. WEll this took SEVERAL MONTHS to get worked out. Finally after spending countless hours on the phone and hold and being transferred and going back and forth a Supervisor agrees to take care of this and apologizes etc. Well my account apparently was placed on hold. So a few months goes by and I get no bill. I figure OK it's probably because I have a huge credit now so I don't have a bill. Well I called anyways. I was told my account is in a hold or suspended status in their system in review and that a c credit should be issued soon but it can take up to something crazy like 8-10 weeks to get resolved. I explain that I am worried because if there is a bill after all this time I don't want to one day get a huge bill in the mail. The said that I actually had a credit and that adjustments were being made to my account so there was no need to worry. Well about a month or 2 after that BAM a huge almost $500 bill shows up. SO have to call back fight with them some more and tell them what happened but at the end of the day I am still responsible for the bill as I have had the service the tell me so I still need to pay for it even though I tried dto do that ALL ALONG! So I have to come up with almost $500 plus the new months bill is getting ready to go out. Well I didn't have that kind of money right then. So I had to take my time and pay it over several months plus the new bills that were coming in on top of that each month as well. So NOTHING and I mean NOTHING but problems. Then my service gets shut off after I already called and talk to them and made and online payment. So of course it's after hours and I can't get a hold of anyone to actually talk to. Well I say screw and just make a payment to get it restored. WEll that also doesn't go smooth. Why would it right? So I spend about 2 hours trying to make a payment and restore service. I mean they shut my phone off so I can't call anyone except the number to restore service except that number does me no good because nobody is there because the office is closed. SO I try to pay online. Should be easy right? Nope go through a bunch of crap to do that and finally submit payment and get a message that my payment is unable to be applied to my account please call customer service to proceed. Well customer service is CLOSED! At this point I just can't even take it I am about to SCREAM! SOOO I finally just get back on the phone pay through the automated system where I have to receive an additional fee for paying but at this point I am so frustrated I don't care anymore(sad huh) THe next day I find out they processed my payment twice! Of course they did! Then getting the money returned and the extra fee I had to pay for paying it a second time when there system told me it wasn't paid but then they took my money anyway well that couldn't be refunded because that wasn't their fee. That's a 3rd party fee! OF COURSE IT IS! So NOTHING but problems. SO I am trying to play catch up as usual. It's also Christmas time and I try to go on today to pay my bill. I notice my new bill just billed a week ago is almost $190. Are you kidding me? So I find a $30 fee. I call and the fee is for them shutting my service off. $30 for you to click a button and turn in back on?? Talk about being robbed! So I talk to this Melissa {edited for privacy}and try to explain my frustration etc and ask to get the fee removed. Well she takes it upon her self to not remove it. It's her judgment call and because I have a balance at the time she won't do it. She can remove it but she WONT remove it because I have a balance! GIVE ME A BREAK! All that they have done to me and put me through and they can't remove it because I have a balance? Yea I am so over Verizon and switching services ASAP NOW! THANK YOU MELISSA {edited for privacy}FOR SUCH WONDERFUL CUSTOMER SERVICE TODAY! WAY TO MAKE YOUR CONSUMERS HAPPY AND KEEP LOYAL CUSTOMERS COMING BACK! A+ on driving them away!
Simply put. Verizon is just out to get your money. THey don't care about thier customers and when they screw up we have to just suck it up and deal with it. We make a mistake and again we have to deal with it. I have never had my service turned off. The one time I do they can't remove the HUGE $30 restore fee! The service is restored electronically and you have to wait 4+ hours and they still charge you $30! Seriously give your customers some respect even a little would be nice! After all I been through I don't think them reversing that huge $30 fee would of killed them.

Please do not trust Verizon customer service team based on my experience.

Please do not trust Verizon customer service team based on my experience.
I have a internet service with Verizon and I am paying $79.99 monthly for 15/5 mbps and one day I saw a flyer from Verizon stating that $79.99 you will get triple play with 25/25 mbps speed and with 2 year contact I will receive $400 Visa gift card and I decided to sign up for the triple play with 50/50 for $99 and I called Verizon customer care and I have asked for this offer and she said yes you will be eligible for this offer and I will receive that $400 after 90 days. so I am willing to go for it and I said ok with 2 year contract and then she told me that our conversation will be recorded and she asked me to wait for the recorded conversation and we have completed the contract and I told her that I will pick the equipment form the Verizon office today (12/30/2014) and I went there and i took the TV box and came home and fixed it but it didn’t work and it is throwing the 8312 error message and I called Verizon customer service and one representative told me that I will get charged for $140 if you want technician but I told him that why should I pay because your Verizon service is not working but the guy keep on saying the something and I hangup the phone and I called other day 12/31/2014 and some representative told me that that is our (Verizon) problem and I will send the technician on 01/02/2015 as tomorrow is Jan 1st we may not have anyone and i said that should be fine.
But I have received an email from Verizon on 12/30/2014 stating that my FIOS TV was activated.
I tried the TV service for 3 days and we (my family) have decided that these are not useful channels for us and we have decided that we can disable the TV service and we would like to go back only Internet service (15/5 mbps) and I called the customer service and told the something but She told me that there is no way you can go back to 15/5 mbps as Verizon is no longer offering this service and I don’t have more choice left. I have requested her to cancel FIOS TV service and I told her that I just need only Internet service. She said that should be fine I can cancel the TV service and you will still get charged for Activation fee $59.99 and there is no way I can wave that fee.
I asked her why should I get charged as I am canceling the service with in 4 days ? She said there is no way we can wave that. Then I asked her ok at least you can lower down my internet speed from 50/50 to 25/25 and then she said we can’t do that. Then I requested her supervisor and after 5 mins she get hold of her supervisor and here I asked her what are my best options to lower my bill as Verizon is no longer offering me 15/5 ? She said whatever she offered is the best and at that time I asked her I want to keep the FIOS service but I would like to lower down the speed from 50/50 to 25/25 and I will get that $400 gift card then she told me that there is no way you will get $400 gift card and I am sorry that even if you keep this bundle you should not receive that gift card whoever told you that is not the correct information and again she asked me that did you receive the email stating that you should receive $400 gift card. I said no and told her that I didn’t know about your automated email generation but I have trusted the Verizon customer representative and requested her to pull the recorded conversation but she didn’t agree with it and at the same time she told me that these records may to may not be stored in our records.
I asked one question that I have received the email from Verizon stating that my TV service was started on 12/30/2014 but actually it was started in 01/02/2015 and are going to trust your automated emails ? She had no answer to it and stated that we have finished our conversation and told to customer representative that please go ahead and cancel the TV service for him.
This is very very bad customer support from Verizon.
Please do not trust Verizon customer service team based on my experience.
Funny thing is that they (Verizon customer service representative) are not believing their own team.
Good suggestion : Please request them (Verizon customer service representative ) to send an email with the gift card information and please check your email before you are installing the TV equipment otherwise you will get no response from them.

First thank you so much for your response!
Second, The supervisor is not really care about the customers as I am using Verizon internet connection for the years but she really don't care about it and at the end of our conversation she told to customer rep that please cancel his service and then she hangup the phone. I not even confirmed about the cancellation. For no good reason now I am ending up with paying extra $10 for only my internet service. Now they told me that I need to pay $89.99 monthly + activation fee $59.99 but they offered me high speed which is not required for me at this movement.
Also I went to the Verizon office and I took the box and came home and installed for my self but still they are charging me $59.99 activation fee even though I cancelled my service with in 4 days of time.
Also the supervisor asking me that do you have any email confirmation ? But by the time we receive an email we might have completed telephone conversation with the rep stating that we have agreed all the terms. How could we know that we need to check our email before the activation ? Verizon team didn't spicified to me about it.

Verizon Customer service actually told me to go find another carrier! Customer Service is GONE

I live in Rock Valley, Iowa which has always been a "questionable" service area for Verizon, but with the newer phones are service has been "acceptable" for the last few years, UNTIL May 2013 when Verizon installed a new tower in Rock Valley. At that point we (and many other customers now in our area) went from "acceptable" but questionable service, to practically NO SERVICE. I have tried all the standard ways to work with Verizon, filing a SERVICE complaint, working with several Techical Service Verizon people, and then the local Verizon Store , Since the new tower was installed we have less than 1 bar of service, and certainly no texting, no internet service (certainly no 3 or 4G) and barely phone calls (certainly not in the house) We have been told,:
1) oh, you live under the "umbrella" it will get better
2) tough luck, you're just in a bad spot,
3) if you go 1/4 mile north, or 1/2mile south, service is fine, (well that doesn't help me where I live)
4) tough! go find another cell phone provider! (seriously?)
We have 8 units on our plan, including flip phones, i-phones, droids, and droid tablets, and none of them can get any type of service now. We run a large business at home, with employee's who need to talk to each other concerning livestock and trucking, and have NO SERVICE for either business or emergencies.
In the last 3 months, several emergencies have happened, and I personally had no service,
1) my mother had a heart attack, and no one was able to reach me (i was at home-thus no service)
2) I had a flat tire 4 1/2 miles from home on the highway, (after calling and calling for help, no calls went through) that blows the 1/4 mile from home Verizon Theory!
3) There was an intruder in the neighbors house, and people tried to call and call to alert me, (no ringing-I was home)
4) There was a recent assult within 1 mile of home, people were trying to reach me, to alert me, and nope, phone never rang
Most of us have Cell Phones for 2 reasons, Business and Emergencies, I have contacted Verizon several times, and politely explained to them the problems, have documented
1) no service areas(not just at home)
2) phone updates of every sort and kind
3) Dropped call areas (not just at home)
4) Have agreed to help in any way to improve the service we are NOT recieving!
Verizon has done NOTHING to work on this problem, Absolutely NOTHING! Considering they are well aware there are problems, and even admit to the problems, you would think they would take a step up and try to at least "attempt" to recognize the issues, and work on them. Considering "life/limb" has been at risk, it would be nice if someone with some authority would recognize this issue, and make an attempt to fix it.
It is Time for Verizon To Step Up and Recognize Problems and work with Customers? Are you willing to take that challenge? It isn't appearing so at this moment.

It appears your gripes are with Verizon Wireless. These boards are for customers of Verizon residential services (FiOS, DSL, and plain old telephone) to help each other. If you want to use Verizon Wireless's communities, click here:
http://www.verizonwireless.com/
Good Luck.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

Verizon Cust Service Lied Now I'm Trapped

Similar Messages

Maybe you are looking for