Verizon employees admit their error--then Verizon decimates my credit history, and my life

Hurricane Sandy knocked out Time Warner's high-speed cable internet service in my NYC neighborhood for a few days. I would later learn that Verizon FIOS and DSL were both disputed in other neighborhoods, but in the immediate post-Sandy confusion, Verizon sales staff targeted non-Verizon customers in areas where Sandy had disrupted cable internet but not Verizon service. My contact with the outside world having been just restored, Verizon offered me the "deal I couldn't refuse": Just "try" Verizon high-speed DSL for 30 days. "No obligation. If you don't like it, simply cancel within 30 days, and you'll owe nothing," So I figured, Heck, why not, I'll take the "free" trial.
I quickly learned that Verizon DSL service is worth about as much as Verizon had said I'd have to pay. (Nothing.) In the third week of experimenting with Verizon's shockingly slow, unreliable service , I sent Verizon written notice of cancellation, via my online account page on Verizon's own site, well within the 30-day deadline, stating clearly that I wished to cancel within the 30-day trial period, and that I found the service almost worthless. Verizon ignored me, and in subsequent months sent me bills for increasing hundreds of dollars. I responded with increasingly strident ALL CAPS messages demanding Verizon honor its 30-day "no-risk" trial offer, within which time I'd canceled. Verizon continued to ignore me, sent increasingly threatening notices for ever larger amounts "threatening" to cut off the so-called "service" that I'd long since stopped using, finally did cut off service, and then sent me notices claiming I owed nearly $400.
I called and spoke with two Verizon representatives, the second of whom acknowledged a mistake on Verizon's part. She promised to have the matter resolved.
I then heard nothing for nearly a month, at which point Verizon or the entity to which it "sells" its "bad accounts" reported to all three credit bureaus that I'd defaulted on my account (the existence of which it was also reporting for the first time to the three credit bureaus). Amount claimed due: $150. My credit rating, which I'd be carefully protecting and improving upon as I'm of trying to refinance a mortgage, dropped to its lowest level ever. The banks that service my credit cards consequently slashed my credit lines, increasing my debt to equity ratio, and further decimating my credit rating.
At this point, even if Verizon corrects its false report that set off the falling dominoe effect in my credit reports, at best it would take months if not years to repair the damage Verizon caused my credit history through a fraudulent report. More likely, the damage is beyond repair. I cannot refinance my mortgage, and I am stuck with a 30-year interest rate on which I'll pay many tens of thousands of dollars extra over the next several decades thanks to Verizon's lies, deceptions and violations of my legal rights and fundamental normal of human decency.
As if all that isn't bad enough, Verizon's 3rd-party bill collector never ceases calling me, 8 a.m.. to 8 p.m.. I'm just one person, and I never wanted any business relationship with Verizon at all. Yet this corporate monstrosity and its vultures mercilessly, endlessly trample over my life. "Just pay the 150 bucks and be done with it," you say? Of course I'd pay {please keep your posts courteous} their unlawful ransom, but even if that finally made them go away, it wouldn't repair what they've done to me.

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

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3 Droid Turbos in 4 Days, A true story of potential Verizon Employee Fraud and Insulting Service

If you want to hear a worst case scenario with verizon employees and new hardware defects, here you go. Kudos if you read the whole thing, I don't expect most people to...unless you're one of those people with a faulty battery/camera flash/screen/speaker. Then, enjoy and beware. What follows is a true story. Thursday 10/30/2014 12pm – Purchase Droid Turbo #1
– Went to Verizon Store and worked with sales associate John to purchase my new droid turbo. I traded in my OG droid razr maxx for $100 rebate, and then John tried to “sell” me a wireless charger for the device by saying he could waive my upgrade fee to apply towards the product. Having already read about the promotion for waived upgrade fees, and knowing it is not only applicable towards products in store (as John was insinuating) I declined, feeling decidedly like John was trying to take advantage of me and the lack of knowledge I may have about current Verizon promotions. Friday 10/31/2014 –Full Day with Droid Turbo #1
Used Turbo Unit 1 for 24 hrs, after charging to full. My battery drained unusually fast, so that I was getting less than 20 hours on the battery. I took screenshots of my battery reports during two full discharges to demonstrate to reps that the battery was in fact underperforming, knowing that evidence would be useful because it is hard to just look at a phone and tell it has a battery issues. Saturday 11/1/2014 – Return Turbo #1 for Turbo #2
11am- Returned to Verizon store. I worked with sales associate “Ross” and brought my concerns to his attention. He also frequently made furtive trips to have whispered discussions with Andre, who I assume is his manager, throughout our conversation about my wanting a replacement unit. They did a “test” on my phone in which they just opened up a call and let it sit for 15 minutes, then said “oh it looks like it drained normally.” As if they know, on a phone that is literally 2 days old. I could tell they were (removed)me, they had no interest in looking at the battery data I had saved on the phone demonstrating the VERY fast discharge, and when I expressed my displeasure, Ross again went and had another whispered conversation with Andre, and he came back and said “we want to help you out….” He proceeded to tell me that they would replace the unit for me. He then went into the back and came out with a box in one hand and another Droid Turbo unit in his other hand—I never saw him take it out of the box. He switched my sim card into the unit he brought from the back, and said I had to keep my current box/etc and did not give me the matching box with the unit. Here is the first time I have a unit that doesn’t match my box/IMEI number information. This is despite me requesting the box to keep the serial numbers consistent. Saturday 11/1/2014 – Later that Day with Turbo #2
When I get Droid Turbo #2 home and start using it that evening in low light conditions, I see that there is a noticeable change in color from the top left to the bottom right of the screen. It was evident in multiple apps, and although subtle, is very apparent when you utilize a graphic designed to test color and brightness consistency on a display. (I used Display Test app, “viewing angle graphic” which demonstrated clearly the screen was not uniform.) I make plans to go in on Sunday and have it exchanged for a unit with consistent color reproduction.
Sunday 11/2/2014 – 11am. – Returning Turbo #2 for Turbo #3
I return to Verizon for the 3rd time in 4 days. At this point, I am feeling decidedly emotionally raw from my previous experiences in which I felt that employees had ZERO interest in what I had to say or show them. I explain that I’m here to have my device replaced because the screen color is not uniform. They immediately get General manager Steven S. to deal with me, and after taking a cursory glance at my unit underneath glaring overhead can lights at the front desk (where you can hardly see the screen anyways) tells me “He doesn’t see a problem.” I am detecting barely contained hostility at this point—I feel that the employees have labeled me as a “problem” to be dealt with. Another employee, Matthew, hovers nearby the entire time I’m dealing with Steven, making me feel even more ganged up on and adding non-helpful comments from time to time. At this point they have made no effort to get any information from me. I needed to tell them that the flaw is visible in dim light, when the screen brightness is turned down lower, and how you can see it in certain apps, etc, but they took a defensive posture from the beginning as though they had already decided I was wrong. After nearly 90 minutes standing at the counter arguing in front of MANY CUSTOMERS IN THE STORE, that there was a flaw that CAN BE PERCEIVED, I plead for them to just LOOK more closely at what I’m trying to show them. I am at my wit’s end at this point, ready to cancel my contract. Steven S. finally goes to get a magnifying instrument resembling a jeweler’s loupe, and looks at the test graphic that clearly shows the non-uniform screen through it. HE AGREES THAT HE CAN SEE THAT THERE IS A NON-UNIFORMITY IN THE COLOR REPRODUCTION ON THE SCREEN!!! This is an important point, because later on I am told that “there was no defect found on the units I returned” by Solutions manager Jeff. Steve S. agrees to replace the unit as defective and tells me Matthew will get my replacement. Matthew then goes into the back and does not emerge for nearly ten minutes. Just to get my unit from the shelf? When he comes out of the back, again, he is holding another turbo unit in one hand, and the box it may or may not have come out of in the other. Like Ross did for my last replacement, Matthew swaps my sim card into the other unit, but does not give me the new box despite my asking to exchange, again, to keep serial numbers consistent. At this point they could have given me back the unit I had returned the day before and I would not be any wiser. I’m feeling more and more uncomfortable about the lack of transparency in this process, and the way employees at this store are handling my complaints and concerns in general. I leave the store, vowing never to return and completely emotionally traumatized and exhausted from the process. When I get home that evening……and start to use my Droid Turbo #3….the flash starts to malfunction. At first it just misses timing on a photo every third or so, making photos oddly red and dark. Then, it’s giving an odd “half flash” instead of a fully bright flash occasionally. Solutions Manager Jeff G, sent me text message following up on my customer experience. I responded:
(Mon, 11:31 AM) “the camera flash has been wonky on two occasions, like it isn’t timed right with the shutter..I’ll wait and see how it works out.” He does not respond. Sunday 11/3 and Monday 11/4 – Turbo #3 Flash Not working at all, periodically. As I’m testing the camera over Sunday night and Monday morning, the flash stops working completely on three different occasions. Even when set to “always on” the flash has just stopped turning on. It gives a weak “half flash” the first time you try after it’s been sitting a while, then just never turns on again. This happens on and off as I test the camera in various lighting situations. Clearly a malfunction, by any definition. Again, I text Solutions manager Jeff G:
(Mon 6:49pm) “Hahah crud. My flash no longer works at all. Apparently it wasn’t going to be ok.”
Jeff G responds:
(Mon 7:06pm) “At this point, any manufacture defects needs to go through Motorola directly. We have exchanged 2 devices already for this line we will not be able to exchange out a 3rd device for the same model. If you are still unhappy with this device we can exchange it for a different model phone and we will waive the $35 restocking fee, however, if you feel this is just a manufacture defect you can reach out to Motorola at 800.734.5870 or motorola . com So according to the Solutions manager , there is a 3 unit limit per customer on models of the same device, despite experiencing manufacturers defects that employees admitted were in fact manufacturer defects? I respond:
(Mon 7:06pm) “ I didn’t realize there was a limit on manufacturer defects! What would you recommend? Is a non working flash on a phone that has taken less than 50 pictures a manufacturer defect or a feature of the droid turbo? Because I’d love to have your answer on record.” Jeff G responds:
(Mon 7:13pm) “After reviewing the devices exchanged the manufacture defects that were reported are not currently listed as defects by Motorola as a result the devices exchanged were done as a courtesy as a Verizon customer. Future defects should be reported to Motorola. Again if you are unhappy with this phone we are willing to make a final exception to waive the restocking fee to exchange the device for a different model.” So, at this point I am insulted and offended. First of all, the devices I returned were not exchanged as a “courtesy”—I had demonstrated and provided evidence, BEYOND WHAT SHOULD EVER HAVE BEEN NECESSARY OF A CUSTOMER YOU WANT TO BE COURTIOUS TO, that each of the devices I exchanged were not performing as advertised. Secondly, he is flat our refusing to honor Motorola’s manufacturer’s warranty, despite the fact that I have had the unit for less than 24 hours and it is in PRISTINE condition.
Can a Verizon employee (Jeff) arbitrarily and retroactively change the terms of your exchange of a defective device? Verizon is contractually obligated to provide you with a device that functions as described, but instead Jeff is saying “basically, we took care of you because you whined about it hard enough.” This is despite the verbal attestation of multiple employees at the location that the defects were indeed noted at my time of exchange. Tuesdsay, 11/4/2014 – I call Motorola. (Case # XXX-XXXXX) I take Jeff’s advice and call Motorola- I still want a functioning Droid Turbo. Talk to Tech support about flash issue, they agree to send a replacement unit no problem. They ask me for the IMEI number. This is where the problems created by the employees at the Verizon Store Maple Village come to the surface.
I give Motorola my IMEI on the box (XXXXXXXXXXXXX) —but it doesn’t match my device info in their computers. (Remember how they would not give me the matching boxes with my exchanged devices?)
So we investigate further. Motorola tech has me dial a number that gives me Droid Turbo #3’s internal number. (IMEI: XXXXXXXXXXXXX) I get put on hold…and apparently escalated to Tier 2 tech support because the number I gave them isn’t matching the numbers they should have in their system. Fraud alarm bells have gone off, something about what he saw in the info attached to the IMEE# of my device.
Motorola tells me that the Verizon employees have done something wrong, and perhaps even illegal, in processing my exchanges. He says that I need to return to the store and request a replacement unit, with the matching box, serial numbers, parts, etc. This effects my warranty, and apparently could be related to illegal practices behind the scenes at this particular Verizon store? He’s vague about the details, but says they need to escalate it. He gives me a case number and says I’ll be contacted within 48 hours during the investigation. In Summary:
I don’t know what to say at this point. I demand as many replacement Droid Turbo models as is necessary until I receive a unit that functions as designed and advertised, without defect or flaw, and not as a “courtesy as a Verizon customer,” but as a “fulfilment of the contractual obligation Verizon has to its customers.” This does not seem to be an unreasonable request, given that I am paying for a product and service.
Update at time of publishing: My camera flash has not malfunctioned in 24 hrs, I don't know if it was just working out the kinks, was software related, or new battery, who knows. I don't. What I do know is I have 0% expectation that I will get a replacement unit, so I'm probably just dropping the turbo instead of risking having an unwarranty-able device with no Verizon support and a potential faulty flash.
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

Me? I wouldn't want a device with that many problems and would take the offer to change with a waived restock fee. Who wants to deal with that?
My phone advertises a 17 days standby time but I have never gotten that. When I use it for things like Facebook, texting, call, web browsing or anything else it drains the battery. Happens to all mobile devices.
Was this purchase made at a corporate store? They should have scanned the new ESN onto your account and not just switch the SIM. They would only give you the new box if you had the old box with you.
In either case, if they're still willing to waive the restocking fee, I would switch devices to a different model. It is not up to VZW to make sure that your device is not defective. That is up to the manufacturer of the device.

Who holds Verizon employees and management accountable and where can I file a complaint.

I feel that writing this letter is a waste of time, but I feel the way customer service reps (not all) as well as their managers (again not all) need to held accountable for lies and disrespectful business practices they place on loyal customers. This is a long and confusing issue, but in as short as possible, I have been a loyal Verizon Wireless customer for several years. This past September 2014, I along with about 200 other loyal customers waited for several hours in anticipation of the IPhone 6 being released outside of a big box Verizon Store located at 7790 Montgomery Rd, Cincinnati, OH 45236, phone number (513) 984-9939. Because of my early arrival, I was number two in line and number two to enter the store once opened. At approximately 7:30 a.m., Verizon Store employees and an unknown woman claiming to be a manager came from the store with flyers in hand and explained the purchase process. She advised customers were able to buy a maximum of three phones, but could only buy one phone at retail price without contract. I informed the manager that I was not eligible for an upgrade at the time, as my wife and I still had about a year of service left on my current contract. At that time I was told “too bad, there are a lot of customers here for the same thing, and if you want the iPhones you will have to add two lines of service.” I had about $2000.00 in my hand willing to pay full price for phones and have them swapped out for my current devices and was told “too bad.” Well after waiting in line for the amount of time I had, I pretty much had no other choice, entered the store, and paid for two new lines of service in order to get two IPhone 6 plus devices with 128 gb of storage.
Immediate upon returning home, I contacted Verizon customer service (phone call one 9/19/14) and requested to terminate both lines, and move the IPhone 6 plus phones to my original lines. Upon explaining the situation to the customer service rep, he was confused as to why I was told I had to open two new lines, but complied. Later in the night, I had realized service was still not activated on the lines after switching the IPhone 6 plus to my original numbers and call customer service again (call two 9/19/14). After explaining the whole situation over again, I was again informed that the store was wrong and should not have made me add two new lines. This customer service rep informed me of the cancellation fees ($350.00 per line x 2), which I told her I was aware, and had planned to pay $950.00 per phone originally so had no problem paying the termination fee. The customer service rep again told me that all had been completed and the lines would be turned off.
On Saturday September 20, 2014, I signed on to my Verizon wireless.com account and saw that I still had two lines (previously told were shut off) still active on my account, with no phones associated with the numbers. Again, upon contacting customer service (call 3 9/20/2014) I had to explain the entire situation all over. At that time I was advised by the customer service rep, that because I was not returning the phones and just wished to pay the termination fees, that I would need to wait until after 14 days of service to call in and cancel the lines, and also have to request a refund on the activation fees (should be waived if canceled within 72 hours of activation) and any service charges associated with having two lines with no physical phones actually being attached to them. At this point I thanked the customer service rep and was informed that all notations to the account were visible in the account to anyone I spoke with.
Friday October 3, 2014, I again contacted Verizon customer service (call 4 10/3/2014) to cancel these lines. Upon explaining the situation again to the customer service rep, I was informed the store I got the phones from (A VERIZON WIRELESS OWNED STORE) had lied to me in that I needed to add lines. At this point, the female representative informed me the activation fees would be waived, along with any other fees, and the lines were cancelled.
Saturday October 4, 2014 I again logged onto my Verizon Wireless.com account and saw that the lines I was told had twice been removed, were still active and alive with no physical devices actually being associated with the lines of service. AGAIN, calling customer service (call 5 10/4/2014) I spoke with a gentleman and expressed my frustrations as to being misinformed several times thus far. At this point, the customer service rep, after keeping me on hold for about 45 minutes, returned to the phone and advised my that the lines were set for cancelation, but not until my next billing cycle, and that I would need to call in again once all service, activation, and whatever else charges were put on my account to have them removed. During the conversation, (without me asking for a single thing at any point during the conversation except just to have the lines turned off and refund the fees) The customer service rep informed me that he was sorry and his manager was sorry for inconvenience that VERIZON had caused me, as a small toke of VERIZON’s appreciation, VERIZON would waive any and all fees associated with the two lines I was forced to add, to include any and all early termination fees. Again, I never once asked for anything, but was offered by VERIZON employees and a VERIZON manager. I was also informed that when I did call back in, the next customer service rep would see all of these offers in my account notations and would comply.
Tuesday October 7, 2014, I was able to view my bill and had observed the added charges associated with account activation, and lines of service. At that point I again called Verizon customer service (Call 6, 10/7/2014) to have these charges removed. Upon calling and AGAIN explaining the two weeks of hell VERIZON had caused me, I was again apologized to, and informed that the last customer service rep had notated everything as I had explained and was informed and exactly quoted by the representative from VERIZON “We are nothing without our integrity at VERIZON, and VERIZON told you we would waive all of these fees (as notated in my account) VERIZON will stand by our word.” At that point, I was told I would need to be placed on hold as the charges and fees were large (about $263.00 in service fees and $700.00 in early termination fees) it would take a while for the customer service rep to work with his manager to have these charges removed (and in the case of the ETFs, not post to the account at my next billing cycle). After one hour of sitting on hold, I was again in contact with the customer service rep and told, he and his manager had put in for every single refund and credit, the VERIZON MANAGER had approved all, but one final approval was needed which may take a day or two. AGAIN all of this is notated in the account as to offers and promises made by VERIZON wireless employees and managers, and again I had NEVER asked for a single penny refunded, but was offered. I AGAIN was completely willing to pay for the phones and the ETFs without problem, but was again and again offered such refunds and credits by VERIZON employees.
Wednesday October 9, 2014, because of the continual misinformation I have been given by VERIZON employees, I contacted VERIZON customer service again (call 7, 10/9/2014) to check on the status of the credits and refunds. At that time, I was informed, that many of the credits had been approved, but both ETF fees were denied and would only be refunded if I returned the devices. As frustrated and confused as I was, I calmly explained every single thing that was offered to me again by VERIZON and was confused as to why a MANAGER for VERIZON would offer such things and then they would be denied. The female customer service rep informed me that she was unfamiliar with the situation, would message the male customer service rep and or manager I spoke with on October 7, 2014 and have them reach out to me to explain. I was also told I would hear from them within a “few hours.” This call was placed at about 9:00 a.m., and by 6:00 p.m. I had still not heard anything back from VERIZON. At that time I again called VERIZON customer service (call 8, 10/9/2014) and spoke with another customer service rep. Again for the 8th time explained the entire VERIZON lying situation, and was told that he (VERIZON representative) saw was I had been offered several times (refunds and credits) in the account notations and “too bad, VERIZON does not offer refunds or waivers of ETFs.” At this point in the conversation, without completely cursing out the representative, I asked to speak with his supervisor and was turned over to another supervisor to speak with. Upon speaking with the supervisor, I was informed (for the first time) that although VERIZON WIRELESS employees / MANAGERs had offered me refunds of ETFs, WHICH WAS DOCUMENTED NUMEROUS TIMES BY VERIZON in my account details, VERIZON simply could not waive these fees. I again informed the manager that I didn’t care about the fees and was willing to pay, but I was tired of being LIED TO. At that point in the conversation, I was again apologized to over and over again and as a token of apology from VERIZON, he a VERIZON MANAGER offered me a $70.00 bill credit in order to help with the ETFs. Again, I never once asked for anything, but was offered time and time again from VERIZON EMPLOYEES and MANAGERS. I thanked him for his offer and the call ended.
October 10, 2014 (AGAIN after repeatedly being lied to contacted VERIZON customer service to check on the status of my credits (call 9, 10/10/2014). At that time, I spoke with a female representative and again explained the entire dilemma caused by VERIZON. Again, I was apologized to countless times and was informed that a bill credit for $70.00 was pending as I was informed on the previous night by a VERIZON WIRELESS MANAGER, but she did not have access to see any further details. After again apologizing countless times, the customer service representative seemed to be frustrated that I had been treated so negatively and informed me she was going to address this with her manager. Upon her return to the line, and again without ever asking for one single thing, the VERIZON representative with her VERIZON MANAGER offered to meet “half way” with regards to the lowest ETF fees associated with my accounts and provide a $235.00 bill credit to help me and as a token of “sorry for VERIZON’s screw up and constant lies.” I was also told I would be contacted by her manager within four hours at approximately or before 2:00 p.m. 5:00 p.m. on that same date, after not hearing anything back I again called VERIZON customer service (call 10, 10/10/2014) spoke with another customer service rep and told her the entire story over again. I told the rep I wanted to speak with a manager right at that moment and was placed on the phone with a woman named Linda I believe. Linda informed me that the credit I was previously told I would be given earlier on that date was rejected and I would not be given it. Again without completely going nuts, I calmly explained my complete disgust with VERIZON and the constant lies I was being told. Again after countless apologies from another VERIZON MANAGER, she politely explained to me again the whole VERIZON cannot offer such refunds or credits associated with ETFs and was appalled that anyone in VERIZON would offer such things knowing they could not be given. While working with her, she informed me the best solution to saving money was to cancel my original phone accounts and keep the two new lines that were pending deactivation, which would result in a $250.00 reduced ETF as opposed to a $700.00. I agreed based on her advice without argument and was informed it may take a few hours for the new numbers to be placed back on the IPhones. Two hours later, my phones still not turned on, I contacted VERIZON again. I had also noted that every single bill credit previously applied to my account was back on the account. At this point being as furious as I was, I again called VERIZON WIRELESS (call 11, 10/10/2014) demanded to speak with a MANAGER and was placed on hold. After waiting for an hour on hold (no exaggeration) the customer service representative returned, apologized for everything including the wait time, and placed a male MANAGER on the phone. After explaining the entire three plus week VERIZON lying dilemma, which he was able to see in the account notes where every VERIZON employees acknowledged the misinformation of the previous employee I had spoke with, he again apologized and explained that I did not lose the bill credits, but because two lines had been canceled, the credits were instead applied to my unbilled ETFs, and they would appear on my next bill. He also informed the SIM cards in my devices would still require more time to activate and that they should be turned on by 7:00 a.m. the next day.
While doing research on the SIM issue, I found that VERIZON policy was immediate and SIMs would not require rebooting time to come out of I believe it is called “AG” or “aging” status. Again contacting VERIZON customer service (call 12, 10/10/2014) spoke with a female customer service agent, who actually looking back was the only one not to represent falsehoods or lies, informed me that because the SIM cards were previously associated with cancelled lines, I would need to go to a VERIZON wireless store and get two new SIM cards. At this point in the day it was about 10:00 p.m. and all VERIZON stores were closed for the day. With no choice in the matter, I agreed, and asked just out of curiosity, on the status of the$70.00 bill credit, I was promised on October 9, 2014. At that point the rep informed me that she was able to see that the VERIZON MANAGER had notated and put a credit request in while I was speaking with him, but then immediately cancelled his own request and closed the situation immediately following the completion of our call. I believe at this point in the entire situation I was so fed up this did not surprise me whatsoever so who could I complain to. The very nice customer service representative again apologized for the continued lies I was told and offered me (not a bill credit), but a data GB credit for 12 months (again without me asking for anything). In her own words “I do not want to promise you the world and then lie to you and get your hopes up thinking it will happen as has happened to you numerous times.”    I truly appreciated her honesty and her acknowledgement of the complete disgusting actions by previous VERIZON employees and MANAGERS.
The next day October 11, 2014 I drove with both IPhones to the Verizon big box store, explained the entire story to the employee, was apologized to for a 20 minutes, the manager came out and apologized as well, GREAT CUSTOMER SERVICE! The store is located at 2028 Florence Mall Rd, Space 1139, Florence, KY, (859) 746-3790 (Manager was great so was employee). Never once offered me anything to make up for mistakes VERIZON had made in the past, which I really didn’t care because I never asked nor expected anything, but were truly grateful for my service (I am military and a Federal Law Enforcement Officer) and truly apologized for the actions of the Verizon Sore in Cincinnati Ohio (Again the manager stated the manager at the Cincinnati store lied), and especially apologized for all the lies and mis-information given to me over a three plus week time period.
            Finally, October 15, 2014, I log in to my Verizon wireless account to view my features and reactivate VERIZON’s high definition calling features and see that since September 19, 2014 (original date I purchased the IPhones) I have been charged for Verizon Cloud storage. I HAVE NEVER AGREED TO THESE SERVICES, NEVER REQUESTED THESE SERVICES, NEVER EVEN NEW THEY WERE THERE!!!! Again had to call VERIZON for the fraud and lies they are perpetrating on a daily basis, COMPLAIN to another customer service rep (call 13 10/15/2014) in order to get the fraudulent charges removed from my bill.
Conclusion
            Here I sit writing this long complaint that no one in VERIZON will ever be held accountable for, no one will answer for the lies, mis-information, and disrespect employees and VERIZON MANAGERS perpetrate even though each lie was documented by VERIZON in account notations, and no one will be accountable for the lies the retail stores tell in order to increase their QUOTA to activate a certain amount of new lines per month. I am utterly disgusted with the treatment I have received, will be requesting these notations (if they have not been deleted from my account), have documented each conversation, and recorded many of the conversations, with an end result of pretty much nothing. VERIZON does not care about their customers and could probably care less about my terrible experience. While there are several other cellular options available, they are all crooks and liars just as the perfect documented examples of VERIZON employees and management lying in this case.
Christopher

    Giogetz,
Thank you for taking the time to share your experience. I am shocked by the many representatives that you had to speak to regarding your first request. This situation should have never gotten to be complicated and resulting in multiple calls from you. I apologize on behalf of those representatives for dropping the ball. I do agree that the representatives do need to be held accountable and I would like to submit feedback for those that you worked with. I have sent you a direct message. Please reply to the direct message so I can begin submitting feedback.
AndreaS_VZW
Follow us on Twitter @VZWSupport

My Verizon Nightmare - Be weary of poorly trained Verizon employees in the Costco kiosks

A few days ago my week old HTC Droid Incredible 4g LTE that I purchased at Costco developed a circular blob of yellow discoloration on the lower-left portion of the screen in the area right above the micro-USB port. It seemed to get darker while connected to the charger, but never disappeared entirely. It got progressively getting worse and, if it wasn't my imagination, another spot started to form on the lower-right hand side of the screen. Called the Verizon kiosk at Costco (where I bought the phone), they said to bring the phone, the charger, and the box back immediately and they would exchange it for a new one on the spot. The sales associate said he had not heard of this problem before. I originally posted this problem in the Android forum and some helpful community members suggested it was the charger port overheating.
Update: Ugh! What a nightmare! So, I brought the phone back to Costco within my 14 day exchange period. The Verizon employee who had sold and set up my phone a week earlier was, unfortunately, not there this day. The guy who was at the kiosk was a complete !@%hole and, worse, an idiot. At first he refused to exchange the phone because I didn't bring back the free bonus Costco "accessory package" (a car charger and a couple cheap generic screen protectors) that they give away with every cell phone purchase. I tried to reason with him that the two were completely separate, only the phone needed to be exchanged, and it didn't make sense bring back what wasn't part of the HTC phone package. I also told him I called first and was told to bring only the what came in the phone's box. He wouldn't budge and actually wanted to argue about it in the middle of the store. I told him there was no way in hell I was driving 20 miles back to my house for $5 in junk that didn't even need to be returned and he better get a manager. After about 15 minutes, he finally came back and said he was told to do the exchange without the "accessory package," which just seemed to make his attitude all the worse. Then things got really bad.
This guy didn't know the difference between a SIM card and an SD card. In fact, he didn't even know where the SIM and SD card slots were on the this phone! When he finally found them (I wasn't giving him any hints, it was too funny to watch stumble around , especially since he still had a bad attitude), he was going to leave my SIM card in the old phone, thinking that I only needed the SD card. I tried to explain the difference between the two and why I needed both but that just made him more confused. I then asked if he realized we also needed to sync the old and new phones so all of my apps, data, ringtones, settings, etc. would be transferred. He said he didn't know anything about that and they only had that kind of "equipment" at the "corporate stores" (the nearest of which was 15 miles away). He said the only option was to factory reset the phone to make sure my personal data was erased. Long story short: I got the phone exchanged and the screen on the new one seems to work alright. But I lost all of my apps (free and paid for), data, settings, and paid ringtones that weren't on the SD card. Once I got home, I called Verizon corporate customer service to tell this story. For the most part, I got an attitude of "what do you want us to do about it?" and that they could care less. The rep even tried to tell me the guy in the kiosk wasn't a Verizon employee, it was all Costco's fault (I called Costco to clarify this and they said the kiosks ARE owned by Verizon and operate independently of Costco; Costco is only responsible for selling the hardware). The rep tried to walk me through recovering my paid ringtones from the MyVerizon site, but right after the tones were sent to my new device, the site informed I was being billed for them AGAIN. The rep had no solution to offer for this and suggested I call back in a month to complain again when I get my next bill.
I plan to write both the corporate offices of Verizon and Costco to complain again, but since my data is lost, I wonder if I'm just wasting stamps....

Well, another update I feel obligated to post. A very nice Verizon customer service rep called me this afternoon after reading these posts (I sent a link in an email) and sincerely apologized for something not personally his fault and, perhaps, not directly Verizon's.
First, the rep explained that the cellphone sales kiosks in Costco stores are owned neither by Costco nor Verizon, but by a third-party, a company called "Wireless Advocates." I researched this a bit online and it appears to be the case. Regardless, if I were Verizon, I would not want such a company representing and peddling my product with such poorly trained and disagreeable reps.
Second, the customer service rep patiently took the time to walk me through the process of recovering my apps (while the kiosk rep basically told me I was screwed). Unfortunately, each of my 30 or so apps has to be reinstalled manually one by one, but at least they're grouped together in one place in my Google Play account. However, the data associated with those apps is still lost as many of them cached their data locally on the old phone (not on the SD card).
One final note to confirm the kiosk rep's lack of knowledge, I happened to come across this today: Verizon's own website specifically states that to exchange a defective phone within the 14-day period, one need only "return the merchandise (including device, charger, battery, instructions, and any other components) in the ORIGINAL box" and, further, "for exchanges for the same merchandise make and model, only the item to be exchanged needs to be returned." (emphasis added). http://www.verizonwireless.com/b2c/globalText?textName=RETURN_POLICY&jspName=footer/returnPolicy.jsp The rep being a complete jerk and insisting that I drive 20 miles home to bring back the free (i.e. junk) Costco "accessory package" that didn't need to be returned is just inexcusable.
I guess I should edit the title of this thread to read "Be Weary of poorly trained 'Wireless Advocates' employees peddling Verizon products in the Costco kiosks." But that's a bit long-winded. Thanks for everyone's input, much appreciated.

I had my personal information given to the public thanks to a verizon employee

I went to the verizon store in Arcade, NY on Tuesday August 27 to get a used cell phone. An employee by the name of >>removed<< assisted me. They had a used I phone that I had agreed to get. He transferred all of my contacts and pictures, etc. into the I phone and plugged it into a charger to charge it up before he could activate it for me. The phone was not charging and then he informed me that a piece on the phone was broken and that is why it wasn't charging. He told me that he couldn't let me get that phone because he knew it was broken and I would return with it in a few days because it wouldn't charge. I thanked him for his honesty and left the store with my original phone.
On September 9 my son gets a call from one of his friends (all of whom are in my contacts) stating that a man called him inquiring about an Iphone that he purchased on craigslist for $150.00. I call the man and he tells me that he purchased the Iphone on craigslist from a man named >>removed<<. He just so happens to work at the verizon store in Arcade, Ny. He tells me that the phone is broken..but we already knew that. also he wasnt able to activate the phone because it was reported lost or stolen. He tells me that he was able to get in touch with us because ALL of my information is still on the phone. ALL of my contacts! ALL of my pictures...EVERYTHING!!!!! I had pictures of my grandson on that phone and for all I know the person or people that have seen this could be pedifiles! I am absolutely aphauled that a verizon employee would do something so serious. I thought personal safety was supposed to be a high priority. I have no clue how many people have had access to my information thanks to him.
I returned to the verizon store on September 18 and spoke with an employee by the name of >>removed<<. I explained the situation to him. He informed me that he would speak to his manager when he came in later that day and would have the manager contact me that day. I am STILL waiting for a call from the manager.
On Thursday Sept 19 I contacted Verizon customer support on my phone. I spoke with a representative by the name of >>removed<<. I told her everything and she told me to go to verizon wireless.com and under the contact us link, file a complaint. Well I did exactly as she instructed and there is nowhere to file a complaint. I don't know what to do now. This is a complete outrage! How can a verizon store and employee be allowed to sell a phone that they knew to be broken ,and above, that lost or stolen. And worst of all, how can they just hand over all of my personal information to who only knows who?
There has to be something that can be done...I just don't know what. I keep getting a run around from everyone. They stole my information!!! Please help!!
>>Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

Also file a complaint with the Federal Trade Commission
>>Post edited to remove discussion of moderation. Please send a Direct Message to moderator or admin_moderator if you have concerns about moderation.<<
Message was edited by: Verizon Moderator

Received poor customer trying to resolve mistakes made by Verizon Employees

Does anyone know who I can contact to resolve my problems?
On the weekend of the 1/7/12 I went to a Verizon store to inquire about changing the employee discount on my account to my husband’s new employer discount. The Verizon Employee stated it would be no problem and changed our information. He did not inform us that we needed to change the account to my husband’s name in order to get the discount.
A week later I received a message stating the discount was not approved. I called and was informed that my husband would have to change the account in his name. It was late at night so I asked to have my discount reinstated. No one informed me that this mistake would cause a change in my calling plan. The representative did not inform me my calling plan had been changed. I also did not authorize to change my calling plan.
I called Verizon again around the 24th to make sure everything was ok with my account. At no point did the staff member mention the change in my calling plan and the extra fees added to my account.
I received my Jan. 18 – Feb. 18 bill today to find out my calling plan changed without my authorization. The account was CHARGE $13.20, the discount amount that is usually taken off my account. I usually have the AC Family Share Plan but it has been changed to Nationwide Talk share with NO discounts.
When I called on 1/25/12 I was told that I could not go back to my original calling plan and discount. I an extremely upset because at NO point did I authorize a change in my calling plan. The customer service staff and SUPERVISOR were extremely rude, not listening or responding and laughing in the background.
I have mistakes on my bill because a VERIZON employee made a mistake of changing the employee discount amount without taking the necessary steps to ensure the change will be approved. I lost my account discounts because of his mistakes. My calling plan was changed because of his mistakes. I had to waste my time calling Verizon several times because of his mistakes. I had to write frustrating letters and emails trying to get my old plan back and fees taken off my account because of his mistakes and Verizon’s mistake of not training their employees properly.
I have stayed with Verizon for several years. I have been a loyal customer because my bills have been consistent and around the same amount each month. I am extremely disappoint in the way I have been treated the last month and I am questioning my loyalty.
I hope someone can help me resolve my problems by restoring my discount and calling plan and eliminated the incorrect changes.

Hi awful,
Unexpected charges on a bill can be very frustrating and I understand your discontent. I would be happy to look at your account in an attempt to identify a resolution. Additionally, I would like to give you some background information on how the process works. Once you advised that you would like to have your husbands company discount applied, the first step is to transfer the account to your husbands name in effort to have any applicable discounts applied.
You definitely should have been told of the calling plan changes associated with the change. Were you advised the reason why the discount offered by your husbands employer couldn't be applied to the account? What plan did you have originally and what plan do you have now? At your convenience, please DM me your wireless number. I look forward to hearing form you soon.
Thanks for your involvement in our community forums,
AyaniB_VZW
Follow us on Twitter @VZWSupport

Please Please - I need help from a Verizon Employee

My Verizon home telephone {edited for privacy} number and its messaging service were erroneously disconnected and the number was apparently taken over by another phone carrier (AT & T) on 6/28/2015. Through numerous calls to Verizon, the problem was acknowledged by various Verizon staff. Promised return calls by Verizon reps were never received. AT & T has told me it was their mistake but Verizon put my phone number on an account hold for 30 - 90 days.
Days and now over a week without a home phone has been very difficult for my family as I am responsible for an offsite disabled senior family member.
I have gone several hundred minutes over my allotted Verizon wireless cell minutes attempting to correct this problem. I have spoken to more than 20 individuals at Verizon over the past several days. Some have told me they cannot do anything.
Nothing has been corrected and no employee at Verizon will accept any responsibility.
I hope someome at Verizon cares about me as a consumer?
Can someone help me?
Thomas Nagle{edited for privacy}

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

Attention to all Verizon employees who visit this forum.

I think its safe to say. That you guys don't know what's going on. You are only doing your job, which is listening to customer complaints. So don't get defensive when a customer is upset because one of your colleagues lied to them. What you job should be is tracking down our missing Ipads. I have been waiting 4 weeks with no Fedex tracking number, no reason why its taking so long, and quite frankly I don't think Verizon cares about their customers. I was told it would take 2-3 weeks, then it changed to 3-4 weeks. What company do you know of, behaves this way. Very unprofessional. So do your real job, and track down those missing Ipads for your Verizon customers. Ohhh, I get it. Verizon forgot to order them. That's why its taking so long. Whatever the excuse corporate comes up with today, don't tell us. Just keep it to yourself. I won't believe it anyway. You guys lie to much.

This "Japan disaster" excuse isn't valid. Apple said their inventory is FINE. They said the quake would only affect things months down the road if the diaster isn't corrected by then. They had more than enough stock and suppy ready. Also, most of the components (actually, nearly all of it) except for the glass and battery (both from Japan) come from South Korea, which was not affected by the disaster at all. The problem is VZW and their terrible management of the situation. Why is AT&T and Apple not having any problems?

Lack of KNOWLEDGE of many VERIZON employees

So, I am one of many of the people that purchased the HTC Rezound. I purchased the phone on day one and loved it. It was getting 32mb downloads and 10mb uploads and I always had great reception. (Nashville TN) Fast forward to today. The phone has signal issues that I did not have when I first got it. My speed test results are 11-17mb down and 3-5 up when I do get a decent signal. Here is the incompetence of VERIZON! My wife's phone, which is a Rezound, became too unreliable and consistently lost it's data signal. Verizon sent out three replacement phones and each had its problems. The first one would get hot to the touch, something that neither one of our two Rezounds did and still had reception issues. The second one's back cover would not securely fasten to the phone and anyone who owns a Rezound knows that the antenna is built into the back cover of the phone. This brings me to the third replacement phone. It, like the actual one we purchased for my wife, the first replacement that over heated, and the second replacement that would not get a reception out of the box, did not get a good signal. I asked the VERIZON employee to just send us a new LTE 4g card to see if that was the problem and what do you know , THAT WAS THE PROBLEM. My wife kept her original phone and it works as well as mine currently does. We are just waiting for the ICS update that the INCOMPETENT, NO GOOD, MONEY HUNGRY COMPANY that is VERIZON told us that we would get in the first quarter of the year and as of July 31, NOTHING. It goes to show that VERIZON will waste money for the delivery of phones and take it out on a company like HTC for a faulty phone, when the problem all along was the 4g card.

You are amongst a long list of customers that have shelled out premium cash to have a smart device and to run into problems during their contract. The sad fact is carrier's see smart devices as if they were just phones...which they are not, they are computer's that make phone calls. Since we pay a premium to use these devices it infuriates me to no end when they don't perform up to spec's and I often played around with the idea of just going back to a dumb phone but I just got a GNex and a new contract w/Verizon, been a long time Sprint customer and I have experienced many a nitemares with that outfit. Sad truth is, all carrier's have ****** me off and I hate the fact that I have to pony monthly for a half-*** service..
Quote: "We are just waiting for the ICS update that the INCOMPETENT, NO GOOD, MONEY HUNGRY COMPANY that is VERIZON told us that we would get in the first quarter of the year and as of July 31, NOTHING." If I am not mistaken the Rezound's are running ICS already.... no? I am running JB now and I think it will be nice once the bugs get worked out. Good Luck-

Verizon still playing their "dishonest" games...be afraid, be VERY afraid!

Just another post to let everyone know Verizon is still playing their dishonest and underhanded games. FYI I "had" two Verizon landlines one of which I am in the process of canceling & porting the number over to my Ooma Telo (www.ooma.com) from which Verizon is suppose to then close and terminate my account. Having performed my due diligence and realized how expensive Verizon is now compared to others, I purchased and installed a Ooma Telo almost a month ago and had Ooma port the Verizon number over. Paperwork, authorization and confirmation for porting were emailed to me from Ooma leaving just for Verizon to complete their end. It is now almost a month and as of this morning Verizon has yet to complete their part making me a captive audience to their outrageous pricing for another month.
For those who are concerned over some of the outrageous prices charged by Verizon bordering on piracy, lack of follow-up, and a oblivious lack of concern for their customers, you might want to consider using VOIP phone providers such as www.ooma.com, www.phonepower.com, www.magicjack.com, etc. I have tried to give Verizon every reason why I would want to stay as a phone subscriber however time and time again they have not been very responsive to any of my concerns or needs. If my Verizon phone number porting takes any longer I will have no recourse but to then initiate a email campaign to the regulatory agencies just so I can motivate Verizon to do what is expected for their subscribers...even though who are in the process of canceling their Verizon services.

Here are the states impacted by this very raw deal Verizon has sold us out to.
AZ, ID, IL, IN, MI, NV, NC (except Knotts Island), OH, OR, SC, Crows-Hermatite (VA), WA, WI, and the following communities in California that border AZ, NV and OR–Big River, Blythe, Coleville, Crescent City, Desert Center, Eagle Mountain, Earp, Felicity, Fort Dick, Gasquet, Klamath, Kneeland, Markleeville, Merced, Needles, Orick, Parker Dam, Ripley, Smith River, Topaz, Trinidad, Vidal and Winterhaven.
Customers no longer truly matter to Verizon unless your in a big metro area where they installed FiOS. When will the states wakeup? Verizon has consistently promised then broke the promises they made to rural Americans. Our money helped to finance and pay for the FiOS network that they so enjoy profitting from. But do we get a chance to even see the fuit of our tarrifs, taxes and fees that help build it? Nope, it's time the FCC stopped the nonsense with big corporate telecos such as Verizon.

I ordered my iphone 6 plus space gray 128g on 10/20/2014. i was then given a 11/7 ship date. called on 11/6 to confirm as i received no update emails. verizon said everything was fine then got an email a few hours later saying they were out of supply and

i ordered my iphone 6 plus space gray 128g on 10/20/2014. i was then given a 11/7 ship date. called on 11/6 to confirm as i received no update emails. verizon said everything was fine then got an email a few hours later saying they were out of supply and gave me a 11/21 ship date. guess what, i called again on the 19th and 20th to confirm and verizon said i was all set. oh yea got another email later saying 12/12 ship date!!! Is anyone accountable at verizon? will i ever really get my phone? i've seen people on this forum order later than me and get their phone quicker

I looked in the My Orders section of my Verizon account this morning (12/22), My SG iPhone 6+ 1228GB is now listed under my Recent Orders and my card was charged yesterday, So I am thinking it will ship Monday morning. This is how the process went for my wife's S 64GB 6+ two weeks ago. This is an interesting turn of events since I was also one to receive the email on Thursday about it being pushed back to 12/12 I'll keep you all posted.
Also I ordered 10/13.

Employee Discount (from the company you work for, not Verizon employee)

When trying to pre-order or now order an iPhone 4s while logged in to our account we get a message:
"Employee Discounts will not be applied to this order, do you want to proceed?"
If you say no then you exit, if you say yes then sure enough the voice, text, and data plans all are full price and do not show our normal discounts. Order any other phone on a new line and they appear, order an old iPhone and they appear, but not on a 4s or the new 8gb 4. I am not going to check with a 2 year contract showing a full price per month.
If I try via the company link over at AT&T you could pre-order / order and get the company discount. I have not checked Sprint.
I was not expecting a discount on the phone, we never got those on any iPhone or many of the top 'droid models. I was expecting to keep the discount on the monthly voice and data dollars as we have been getting for years.
Is this an error or perhaps the discounts are going to return after the launch excitement dies down?
Thanks

s2000 wrote:
Thanks for the replies. We are supposed to get 19% off voice and I think 20% off data.
The thing that bothers me is that if I choose anything except the 4s or 8b 4 then it shows me the discount on the service (none on the phone). It shows this as you pick the plans and again on the order summary screen.
If I choose a 4s phone then (in addition to the warning message) it shows no discount on the service at all. In addition you can't change the billing info - it is all greyed out. Any order except 4s and you can modify the bill and ship info without a problem.
So even though you SAY the discount should apply to the bill, I would be more comfortable it the ordering process actually reflected the discount - as it does for any other phone order. Having a phone rep tell me the discount applies is worthless as that is not something you can take to the bank. I guess I will wait until VZW fixes the ordering process for the 4s models...
This same message existed during the Feb upgrades. If you search the forum you should be able to find these concerns. I upgraded and the same warning popped up. I have a 20% data discount and 16% voice discount. My discount did not disappear. Are you changing your plan during the order? If not, then changes to your account aren't being made. If you are changing to a global plan then it's possible the discounts don't apply to that (not sure if they exclude global plans) but otherwise, the discount on data and voice remains. Call CS and ask for a supervisor to get them to give you an answer so that you can be more at ease.

Verizon employees admit their error--then Verizon decimates my credit history, and my life

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