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

Question

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

Answer 1

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