Verizon overcharging

My not for profit group has had a FIOS account for almost two years. We were promised a monthly price of $99.99 for Fios internet & phone(2 lines). This was the promotion at the time. To date we have never received the proper billing. Customer reps have gotten credits applied to past overpayments, and supposedly had the pricing corrected on multiple occasions. I just received the June bill for $165.59 (with taxes). We are also eligible to purchase through the NYS contract.I'm voting to go back to AT&T for the phones, our internet, and change our Verizon wireless account ($345.00/month) over to someone else. This is nuts. If anyone from Verizon would like to save their account they are welcome to contact me, but real soon.

Hi everyone, I just wanted to share this bad experience with Verizon I added a service (pacakge) in June around the 18th I did it online, yesterday I wanted to cancel the service (a package from the interantional packages available) I went online no way to do it. 1- I went on my profile pagewith all my services 2- Unchecked the service I want to remove got he confirmation pop up are your sure...3- Then no were to go, I chat online I was told just to check out and I will be able to remove the service, unfortunetly the check out works on verizon website if you add a service but does not work on removing a service.4- After 30 minutes chatting Iwas asked to contact customer service, it took me 15 mnutes t explain that I just need to remove the package from my services that I don't need anymore, she asked me for all my info then she said it's done it's removed.5- I checked my emails and I found a confirmation from verison that my service has changed which make sens except that:5-1 I was moved to another plan TV?Internet my speed was 150/150 and they moved me to 50/50 etc...I called Nice guy he apologized and said it was a problem in the system so they will just give me back my original plan basse of 179 dollars with my tv plan and internet speed etc...6- I recievd an email and I wa switched to my original speed but my plane was jumping from 179. base to 229.99 7- Called again new agent I was told I'm keeping changing my plan? when The only reason I called was to remove an international package that is sold separtely for 16.99 per month? after 30 minutes on the phone I asked to talk to a manager and explained the situation, He said he will work on it and get back to me the next day when I mentioned that i will spread this online he agreed to take care of it and email me a confirmation that I'm justetting my base price as it was before and that the extra service was removed.8- He emailed me I check the first part of the email that says I'm back to my base price of 179 dollars etc... I was Ok after 2 hours between the chat online / first cal to remove the package / second to get my speed back / 3 call to get my bill at the same level it use to be....That's a nice end? We not done yet. LATER I OPENED MY EMAIL AND WENT TO THE BUTOM WHERE IT SAYS MY NEXT BILL WILL BE 380 DOLLARS WHEN IT ISE TO BE 215 AFTER ALL TAXES AND FEES.... 9- i called again asked to talk to a manager - No way they all busy then the lady said she will try to help me explaining the bill.9-1 They charged 100 dollars for chaning my plan9-2 They also charged a one time fee of 33 dollars I'M CHANGING MY PLAN ? WHEN YOU ARE TRYING TO FIX A PROBLEM IN YOUR SYSTEM? TO BRING ME BACK TO MY PLAN? 10- She offered me a credit to compensate? $126.36 when the credit to bring back my next bill to 215 (my original bill) should have been $165.71. No email confiramtion about the credit of 126.36 dollars anyway until this morning here a copy of the first sentences Dear Valued Verizon Customer, As a result of your recent inquiry, we have issued a credit in the amount of $ 36.99 on your........ NO SERIOUS.... THIS IS BUSINESS? It's the first time I'm getting so disapointed with their customer service, not handlaing their probleme and glitch in their system. I have a copy of all the chat calls and emails I will contact FCC the BBB The departement of state and any other place you guys can suggest Thanks

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Why does Verizon overcharge the hell out of you?

So, I find out today that I have been charged $207 for this last month. I called in to ask about it and customer service was fairly nice. Although they did charge me for an "early termination fee" for the line that I had terminated a month ago ($65). I had looked up the date and I had planned that it would be disconnected after the 2 yr contract was over. However they still went ahead and charged me with this **** Fortunately the customer service agreed with me that I had terminated the line after the 2 yr contract and gave me a credit for this fee for next month. I will see if they will credit me on the next bill and I sincerely hope so because if not I am going to complain at the consumer affairs about Verizon Wireless.
Now, I also had changed my plan when I terminated that other line, so I would be getting the minimum 450 min. with unlimited text and 2G data usage as I have an iphone 4. I asked the lady on the phone and she said my bill should not be going over maximum of $110.
When I was sharing a line with that other phone I was getting charged about $145 / month and even with the $65 charge, my bill should not have been over $110 with the plan changes I have made.
I wanted to ask everyone for your opinions. Is this verizon overcharging the hell out of me? or Am I just mistaken?
I feel like this happens a lot to the customers at verizon and I've read multiple threads of them overcharging the customers. Honestly, I feel like this is total B.S as my friends with AT&T can get a better service with only $80. I am seriously considering changing my wireless provider as verizon had done this to me several times now.

Lunytoon wrote:
I also was overcharged when I changed plans with 4 days left on the billing cycle. When I got the bill, I saw they refunded the my money for the month in advance that had already been paid and then charged me a full month at the much higher rate for our new plan. How is that legal? You get billed an entire month for 4 days of service. It all depends on how you dated the change and what the circumstances were. For example, say you were on a 700 minute plan and had noticed you used 1200 minutes in the first 26 of 30 day cycle so you upgraded to a 1400 minute plan. You could have had the change take place that day and have an allowance of 607 minutes for the 1st 26 days resulting in an overage of 593 minutes for those 1st 26 days. You would then have an allowance of 187 minutes for the last 4 days of the month. This scenario would have given you a refund of 4/30 of the 700 minute plan and a charge of 4/30 of the 1400 minute plan on your next bill in addition to that 593 minute overage of $267(593 x 0.45) . ON THE OTHER HAND, you could also have back dated the change to the beginning of the cycle causing the scenario you describe of having your current plan charge refunded and the entire month at the higer plan rate, however you would not have had any overage of $267. Which would you prefer? The entire month's charge with no overage, or a partial month's charge with a $267 overage fee? I know which I would prefer!!!!!
Why don't the service reps let you know you are so close to the end of the billing cycle when you are in the store working with them on your order? I would have waited the few days to start a new cycle. I just got an email saying I got a $25 credit, but can't find any explanation anywhere what it is for. They owe me more than $25.

VERIZON OVERCHARGES THEIR CUSTOMERS MONTHLY

I am not a happy verizon customer. every month they add additional charges onto my bill. every month they tell me I did cause the charges or I wouldnt be charged for it... Well I know for a fact that I did not use 411 at 550 am (thats morning people).... Also try getting a HUMAN on the phone takes forever.. I have NEVER NEVER had such horrible cell service before.. I WANT ALLTELL BACK... NOW

I would suggest reviewing your bills and seeing what the additional charges are. There has got to be a reason that your being billed for the additional charges. When you call customer service, Hit 0 & it will ask you to verify your ssn or password and then it will direct you to a rep.
Regarding the insurance, Vzw has no control over what Asurion sends out to you. If they do not have your current make/model in stock, they send the most comparable. Good thing is, If you get the Env Touch You are not required to get a data package since it is a replacement. The deductibles are set by Asurion as well. Vzw also does have Certified Pre Owned Devices that are at a discounted rate. They do not extend your contract, add insurance, and also have a standard 1 year warranty.

Overcharged without notification - plan to leave Verizon

I have been a Verizon customer for a number of years (estimate about 6 years) and until recently there were no concerns. I had my phone (the primary) with unlimited data, unlimited text and unlimited call. I had added my wife with a BASIC PHONE LINE, my eldest son with a smart phone and data (2GB), my middle son with a BASIC PHONE LINE and also added Verizon's home service so we had 5 lines total with only two requiring data.
On January 29th, 2014 I went to the local Verizon store with two of my children. My eldest and my middle - both looking to upgrade their phones that had been eligible since October 2013. My eldest traded in his iPhone 4 for a new iPhone 5s and my middle son upgraded his Samsung slide phone for an iPhone 4s. During the discussion with the sales representative I was informed that the total data usage was very low and well below what my son had as an additional smart phone with data at $30 per month. I was then told if I switched from my unlimited data plan (not offered any more - I was "grandfathered" in) to a shared plan with 8 GB of data between the 3 smart phones the increase in my monthly charges would be a little less than having a separate plan for each. The approximate amount of the increase I was told (with witnesses) was between $20-$30...so I estimated about 15% with fees and taxes.
NOTHING, AND I MEAN NOT A WORD was said about my wife's line or my home line. In good faith we made the changes, and because of the trade in credits we ended up paying an initial fee of just over $22, so I felt everything was going to be fine - I couldn't have been more WRONG!!
I paid an initial bill of $239.46 which is what I had been paying before we had made any changes. I received my last invoice with a total due of $358.53!!!! I also have my next payment due of $308.76!! Can someone please explain how that is a $20-$30 increase?!?!?
I did some digging and discovered that my wife's line had been increased from $9.99 to $30.00 per month and my home line had been increased from $9.99 to $20.00 per month AND we were being charged a month in advance for ALL lines with the smart phone lines all increasing from $30 per month to $40 per month and my original UNLIMITED from $29.99 per month to $40 per month BUT NOW WE ARE SHARING...how is THAT a better deal?!?
I went to the local Verizon store this morning to see if I could get an explanation and resolution to this obviously egregious oversight on my bill. I was told, in no uncertain terms, there was nothing that could be done. I was offered a SMALL discount on the current payment but no real explanation on why I was being pre-charged for all of the lines when we had been customers for years. I gathered that the impression was we were under a new contract. I view it as as a REVISED contract (terms of data usage NOT the number of lines).
Regardless of what I was told I take issue with what I view as a clandestine and unethical means to make money at the obvious expense of the consumer. Furthermore because it was not explicitly explained to me or anyone in my family that there would be a significant increase in either my wife's or home line monthly fees I view this as a breach of contract terms and thus the contract appears to be null and void.
As I stated, I was expecting an increase to my monthly bill due to an additional smart phone but to have an increase on EVERYTHING leading to a total well above what I was told on January 29th is questionable at best.
I expect some form of response as well as remediation on the terms of payment on my bill.

OP, I am sorry for you.
Not letting you know about the changes to your wife's line and the home phone line - this is nothing out of the ordinary. The rep knew VERY WELL if he hadn't lied to you - he wouldn't get the sales. It's very common at verizon and they won't do anything about it since you agreed to it.
Let's just say somehow I came to know at least 50-60 verizon retail reps in my area, many of them make $120K+ a year just by selling phones. I have to say, in my life I have never met so many immoral/unethical bunch of people in one place. I have seen reps high-fiving each other or even managers joining in to "congratulate" a rep because they used a tricky pitch/tactic to con a customer into buying something. I have seen reps pushing smartphones and bluetooth headsets to a 98-year old great-grandma who can barely stand up and on two feet. I have seen reps pushing jetpacks to a guy who came to disconnect a line that belonged to his wife who died 4 days ago. I have seen managers instructing the reps to tear the accessory boxes so that the customer is less likely to return the accessories. Disgusting.

12+-year customer overcharged due to Verizon error and can't get assistance

I've been a Verizon customer for more than 12 years and have spent close to $10,000 with the company over this time. However, when a Verizon error resulted in me receiving $300 in overage charges, they did little to help, crediting me about $50 after hours upon hours of attempts to contact and resolve. I am strongly considering moving to a different provider. I attempted to upgrade my account online to more minutes once I switched jobs and needed to use my phone for business more frequently. However this change in plan did not hit my account until many weeks later resulting in the overage charges. Verizon still owes me $250 but I can't get suitable help despite many efforts. My husband and I are out of contract now so we will be discontinuing our business with Verizon unless they resolve this matter very soon. I'm disappointed that I could be a loyal customer for so many years and get zero action on this.
Kate

I too am having the same issue with verizon . . .I can't get anywhere . . .back in Sep 2011 we got talked into upgrading our 3G Jetpack to a 4G . . .all of a sudden I had about $1,500 worth of overage charges . . .we tried upgrading our data plan also but continued to go over . . .I use my Jetpack only in Fl and I use it for business . . .I never went over on my 3G and I wasn't doing anything different or more with the 4G . . .I've been on the phone countless times trying to straighten this out . . .I don't want to pay the overages . . .I feel verizon ripped me off and rather then make me whole they are willing to lose me as a customer . . .I also have been with them since at least 2000 . . .I've never gone over data usage . . .and I've never complained about a bill . . .they did credit me some of the money . . .about $900 . . .but are refusing to credit the rest . . .said they did a test on the hub and it was accurate . . .I put my 3G back online and took the 4G off this past Sep 2012 . . .I had no overage charges and used it exactly as I have every year . . .I too will be leaving them as soon as all my contracts are up . . .I pay over $400 to verizon a month . . .doesn't seem logical to me that they are willing to lose a $4,800 per year customer . . .of long standing over a one time data overage and $500 but that's what they are doing . . .I don't want to be ripped off by anyone . . .it's the principal of the thing . . .we are not talking a tangible item . . .it was data usage from a faulty hub . . .very dissatisfied customer

How does Verizon get away with overcharging customers?

Worst service and highest priced of all!

gsmith1206,
Hang on just a minute. This is not what we like to hear! We want to make sure you are getting the best service around. What kind of troubles are you having? Please provide me with some more details so we can work on this together.
KevinR_VZW
Follow us on Twitter @VZWSupport

Mobile Data was racking up enormous over-charges and nobody at Verizon can tell me why.

I was using a "Jet Pack" mobile hotspot so I could access the internet on my laptop out and about and mainly to monitor traffic during my commute. My Jet Pack contract ended and coincidentally my cell phone was eligible for the next upgrade. So I upgraded to the Samsung Galaxy 3 with the intention of using the 'Mobile Hotspot" feature on the new phone. I assumed that this feature would be identical to the Jet Pack as far as my data usage. Note that I occasionally upload photos and videos from the Jet Pack and I am familiar with how much data is used when I upload a video. If I upload too many videos it will cause my data to exceed my plan allowances. I think I may have exceeded my data allowances 1 or 2 times during my contract period when I was using the Jet Pack. The times that I did exceed my data allowance were minimal over-charges less than $50. So off goes the Jet Pack and on comes the Samsung Galaxy 3 using the "Mobile Hotspot" feature on the phone instead of the Jet Pack. During my first billing cycle with my new phone that I barely knew how to use, I began to use the mobile hotspot in the same routine as my Jet Pack. I did upload a few videos knowing that I might exceed my plan a "little bit"....maybe by 1 or 2 GB over. I received notification that I had exceeded my allowance and I immediately called to see why. I was shocked to see that I had used up a full 10GB which is WAY more than I had ever used with my Jet Pack. So I thought to myself that maybe the videos I uploaded were too long and I just didn't realize it. So I asked for an additional 2GB of data to get me through the billing cycle. I was told that it would only cost $20 more. I immediately decreased my data usage down to just using the Mobile Hotspot feature only.....no video uploading for the remainder of the billing cycle. I was sure that I would be fine after adding the additional 2BG. Then after a couple weeks I receive my bill and I am being charged over 19GB !!!! And my overcharges are $150. I was shocked. I immediately called and spent a long time on the phone with several different Verizon reps over the phone. I spoke to at least 2 managers as well. I was able to beg for about a $45 credit. They all were very sympathetic but would not budge on refunding me any more. I reviewed my usage on My Verizon and I am baffled how I am being charged all this data!!! Nobody can give me any details on what I may have done to use up that much data. They can't even tell me what the data was used for. What was I doing or not doing that used up all this data? I was reviewing my data usage and I was being charged data 24/7!!! I saw data being used at 3AM when I am asleep!!! HOW CAN THIS BE??? I am EXTREMELY unhappy with Verizon for allowing this to happen and FAILING to give me an accurate and detailed explanation of how this may have happened and what exactly was drawing all the data. I will not pay these over charges and I am going to find out how this happened if it takes me 1000 hours of research to figure out how this happened. This is maddening.

And yet, if they did keep track of what their customers were looking at/doing online, TONS of people would be up in arms about it, just like the NSA stuff a couple months ago.
You can't have it both ways. Either Verizon doesn't keep a record of what websites you visit, what videos you watch, etc, or they do keep a record and the government can search it. It's not about whether you have "something to hide", but rather about whether someone with an agenda THINKS you have something to hide.
You are an adult, presumably, install software on your computer to monitor your traffic if you care about this information. Then you personally have the records.

How do I get Verizon Wireless to honor what the store personnel told me, which I agreed to and was reflected on the estimate of my first monthly bill?

I previously had a $60 per month loyalty package with 2 GB for my smart phone. On 1/31/15, I purchased a tablet at the store to go with my phone, because the sales rep told me she could reduce the total monthly charge for the phone to $30 per month at 1 GB and add the tablet for $10 per month. The store specifically said the total monthly charge (before taxes and fees) would be $40. I just received the first bill, where the monthly charge is double at $80. The Verizon supervisor said he would credit the first month overcharge, but that I would be stuck paying the doubling of the charge for the remaining time period. Totally unacceptable. I have been a Verizon customer for years and am completely dissatisfied with Verizon's failure to honor their agreement.

What are you talking about?? This is what he said above:
I have copies of the two electronic receipts signed by me - one for the purchase of the tablet and one for the monthly charges. Neither receipt references an extra $40 "line access fee."
Hence he has a receipt for the monthly charge which does not reflect an extra $40 bucks... So you are saying employees should not be held accountable for misrepresentation? And its the customers fault if its not reflected in a customer agreement? Verizon is liable because it was their employee.

Verizon data is ripping me off....

So I made the switch from TMobile to Verizon because I got tired of waiting for Tmobile to get the Iphone. Now in order to do this I paid a $200.00 cancellation fee. However, since I had an unlimited data with Tmobile and they had a data tracker, I was able to gauge my data usage for the last year and a half. So when I switched, I knew exactly what my average data usage was.
-On TMobile I averaged 1.5 to 1.8 GB and that was daily streaming and downloading Spotify music, watching YouTube videos, watching videos, email,      heavy app usage, hotspot.
-So I figured since I had an Iphone before and I knew that I would be on WIFI most of time and would be careful not to use my phone for videos and minimal streaming, I would probably use half the data. So on Verizon's network I didn't really watch videos or stream music and uploaded music while on WIFI so I would not have to stream.
-On Mondays and Wednesdays I'm at school or home with WIFI continuously at home and with WIFI in all areas of my school.
-On Thursdays and Fridays I'm at work with barely any signal inside the building and since I'm at my internship and why would I be downloading stuff if I'm in training.
-Sure enough, I was surprised that I was messaged on 10/11 that I was at 90% of my data cap, but I figured this might be viable and it might be due to my heavy usage on the first few days of having the Iphone.
-I did some research online and saw some article about verizon users being charged with WIFI charges if their carrier settings weren't set to 13.1. I double checked my settings and they were correct. So it was still kind of fishy since I was on WIFI half the time.
-On 10/11 I checked my data usage and I was at approximately at .91   So I went ahead and updated my plan to the 2GB plan which was retroacted to my start date. Too my surprise I got a message saying I was at 75% of my data on 10/15. THAT'S 4 DAYS!!! IN 4 DAYS I WENT FROM .91 TO 1.57 GB.
WHATTTT??
-I called and they weren't much help. They said I could check my usage online so I did and here are a couple of immediate things that caught my eye. They were charging me for downloading stuff at 4:16 a.m. while my phone was on WIFI and between the hours of 10:00 and 10:30 while my phone is on WIFI in class.
- I went into the store and the guy said it might be the carrier settings and without checking them, he reset my network settings anyways. I told him I had checked that online and was pretty sure the settings were correct.
-Since then I talked to some people on the phone and they said I would have to wait til my next bill and then they will credit me if I go over my plan and see if the problem has been resolved, however, I will have to follow up.... like my time is not worth anything.
-So today I checked my usage and there were still charges against my data plan this morning when I was sleeping at 1:16 a.m, 3:42 a.m., 5:00 a.m, 7:02 a.m.,
-What is going on... Verizon, and now I'm checking and I know I was on WIFI at 9:59 a.m. going into class late, because itis right after I got off the phone with your customer service rep and there is heavy usage there.
How can I continuosly use my phone on TMobile network and barely get to 1.5 to 1.8 GB monthly, and with your phone go from .91 to 1.57GB in 4 days. that would equate to 4.62 GB a month when I am at least on WIFI half the time and try not to use your network for half the things I used TMobile for. How do you figure????
So I feel like I am being ripped off.
Switching wasn't cheap. I paid $200.00 to switch, $35 activation, bought the 64GB Iphone for $399, bought Apple Care for $99, and also subscribed to your insurance and a significantly more expensive cost of plan vs. TMobile only to find out you are continuously charging me for data that I am not using. And you cannot attribute it to the glitch, specifically because you guys reset my phone yesterday and this morning I was still charged while I was on WIFI.
I did not sign up so I would have to track my line item usage every day to dispute with you every single day. I did not pay more than $700.00 to be ripped off. And your CSR reps are saying that I can't dispute it until I actually get the bill.
Listen, I have a very busy schedule this quarter at school. You are trying to take advantage by charging for phantom data usage. I would like for you to let me out of my contract without penalty for breaching your terms and inconsistently charging or you just don't charge me for data for the final two years of my contract. If you can't guarantee that you will charge me accurately, then you shouldn't be charging me for it. I'm looking into small claims court already, posting online the social networks: Facebook, linkedin, Twitter, etc where I am connected to lots of people. So if you would like me to not do that the resolution is to let me out of my contract. I just paid 200.00 to be let out of one, and i refuse to pay for another one when clearly it is not because of a lack of loyalty but a lack of Verizon unlawful charges.
LIke I said, Here is a compromise I can think of that would work for me and is fair:
-I would settle for even paying for the 1GB plan and not be charged for the overages for the next 2 years.(If you can't accurately track my data and are inaccurately charging me for more than I am using this is fair.)
Other options:
-No charge for letting me out of contract.
-I can return the Iphone to you and you refund what I've paid for the first month and the prorated month, activation fee.(This is about 140.00 total), or you can pay me 200.00 that I paid to cancel my TMObile account.   I think the 140.00 would be a better deal for you and I will eat the 60.00 for my stupidity in switching...no restocking fee. You can also refund the price of apple care.
-You can keep me on contract and not charge me for data for the next 2 years.
-You can play the "WE value you as a customer but we can't do anything except keep overcharging you incorrectly and make it difficult for you so yo can try to give up game", see me in small claims court,and see me post on social networks continuosly over the next 2 years until you let me out of contract.
I won't be surprised if the response is the last one, because Verizon is so used to making there customers whole....sarcasm there.
Take your pick.

(Deleted duplicate post as per Verizon Wireless Terms of Service...already posted on this discussion https://community.verizonwireless.com/thread/784101)
Message was edited by: Verizon Moderator (M)

I hate to say - DISATISFIED WITH with CUSTOMER CARE RESPONSE and VERIZON in all for first time.

I am currently on National 900 plan on Motorola Droid. I switched from AT&T primarily because I love to use data on mobile. Verizon provided me the unlimited plan. I was a very happy customer with Verizon untill now.
Scenario -
Today, I called up Verizon customer care executive to see why bill for the month was not readjusted. Can anyone believe it its staggering $1137.73 [Roaming charges 1019.19].
Since this January, I am visiting to Canada. On first visit in January, I called up customer care to see what options I do have to use my phone in Canada as I use it in US. Verizon had a wonderful plan - just the monthly data plan is escalated appear. 30-40$ extra than the normal appear. 29.99$ plan. I happily added that plan before visiting Canada. While there is Canada, I did get notification couple of time that I am exceeding data limit but again checked with customer care later - they readjusted the bill as that was 'FALSE ALERT' as I was on unlimited data plan while roaming as well in Canada since I paid the additional prorated of (30-40$) for period of my stay there.
This equation worked for first and second visit - Unlimited Data while I used to get FALSE ALERT.
On my third visit , things changed - Verizon stopped providing the unlimited data services. I called up as usual before this visit. Customer care executive said - you are set to go to Canada now. I was not very specifically told on call that the rules have changed now and there is limit to data usage while roaming. During this visit also, I got the alerts - I assumed this was also a FALSE ALERT like prior one.
But this time, it was not FALSE ALERT, now I charged with this fee. I raised my concern and called up customer care appear. 10 day before [today is March 6th], they assured me that it is going to be re-adjusted ONLY for this time. And, they also asked to check account after 48 hours and if not readjusted please call. But, I checked my account today and it was not readjusted. So, I called up customer care executive for half an hour -- not willing to listen to any logic of mine and he said politely 'SIR, WE CANNOT READJUST YOUR BILL' . I am still trying to figure out where is my fault when I was not told DATA PLAN HAS CHANGED FROM THIS VISIT.
I hope senior management will look into this matter and re-adjust current bill. It's due this March 10th. I would appreciate any positive response prior to this so that I can pay the bill and BE A HAPPY VERIZON CUSTOMER.
Sincerely,
Manoj K. [removed personal information]

I called them back yesterday night, not willing to listen my story. Sir we sent you SMS notifications. But these notifications, I also got when I had unlimited plans on first and second visit. Then customer care told SIR you don't need to worry - but this time I should have been very specifically told rules are changed before changing my plans which I wasn't. I was under impression that I am on same unlimited plans.
A job not well done in COMMUNICATING TO CUSTOMERS and using that an opportunity to OVERCHARGE $1100 - INSANE for one month bill. None of my fault. SMS notification is no communication as earlier SMS noitification were false positive and bills were adjusted as I was on unlimited data plan.
Now you change the rules and send SMS Notification; RULE CHANGE, one is not aware of.. ANY NORMAL person will treat SMS notification as FALSE ALERT.. isn't it??

Cancelling contract due to Overcharges and NO RESOLUTION

I have been a Verizon customer on a plan with my mother for over 5 years now. I recently moved out of state and wanted to upgrade my phone to an Iphone before I moved. Because I was not an "authorized user" on the account (my Mother wanted to be the sole contact since we shared a plan) I was unable to make any changes myself, so my mother called in to authorize the data package plan and iphone purchase so that I may come in and pick it up without hassle. At that time it was SUGGESTED that we downgrade the text messaging package on my line as I was not nearing the usage alloted and it would save us money. My mother, not even knowing what a text message is and finding even her flip-phone difficult, agreed to this as it would save us money and would be the best option for us.
Fast forward a month and a half later, my mother forwards me our next two bills wondering why the two combined are nearly 250 dollars over what they should have been - the overcharges - extra fees for text messaging! She immediately goes into the store to remedy the situation. The initial clerk had switched me from a 5000/mo text message plan to a 500/mo text message plan, so this time the clerk offered to again switch me back - to what I was BEFORE the suggested switch. He then tells my mother there is nothing to be done about the overage charges but I "should be fine from here on out."
Thinking this is a case of poor customer service, I call the customer service hotline. After being transferred through multiple people, and ending up at the resolution center I thought I had finally made progress! The woman I spoke with agreed with me, and looked at my usage since I have been a customer and said - in her words - "I'm not sure why you were advised to downgrade your text message plan. You've never been under 500 messages. Ever." She then assured me she was going to remedy this. Her resolution? 20% off of the total of each bill - which equals out to be roughly 48 dollars, leaving me with a 200$ charge to front in addition to our normal usage.
This is incredibly poor, no, it is downright atrocious, customer service. I refuse to be part of a company where they do not take responsibility for problems they caused. I am livid that I am to be held accountable for a change suggested by a verizon clerk. When I mentioned this to the CUSTOMER SERVICE hotline I was told that I had ample opportunity to go online and look at my usage and figure out the best text messaging plan for me and that they cannot be held responsble for the difference. So, she's basically telling me that clerks are useless and to figure everything out on my own? What is the point of having customer service clerks in-store to "assist" you if I have to do everything myself? There is no way had the clerk looked at the history of our account could he have not seen my average text message usages. The only options are either he did not look, or he did not think through his advising and clearly made a poor judgement call.My mother has since made me an authorized user on our account because we can't help but feel that they have taken advantage of her obvious incomprehension of anything cell-phone related.
I told the resolutions department that I was going to immediately look into switching to a different company. While at the time I do not think she took me seriously and only offered an insencere "sorry to hear that" I have since done such that and have found that I can not only save money by switching to sprint, but that I can also receive more (unlimited data and text along with additional minutes) for less! At this point, I would rather pay the ungodly contract cancellation amount than consider staying with a non-customer based phone company.
Has anyone else experienced anything similar? Was your issue resolved, and if so, how was it handled? I, of course, am telling everyone about this experience and am looking to receive as much information about what others have experiences as well.
Thank you!

Did your mother give them permission to use your account history to make suggestions about your service during that particular phone call? If not, the rep may have violated the law. At any rate were I you, I would file a complaint with both the BBB, FTC, and also look into filing one with the new federal Consumer Finiancial Protection Bureau.
I am in the process of having my attorney draft a lengthy complaint against Verizon because of the 5 lines on our account 4 of them have had to have the phones replaced more than 30 times; my phone has been replaced 15 times in the last 13 months by Verizon's own count - my count is actually much higher. Last Friday, one of the reps I spoke with let it slip that Verizon slows down certain services on your line, i.e., internet connection speeds, download speeds, if your account is past due even just one day and the amount you owe is more than $29.99. Additionally, a Tech Support Rep told me that the order for my replacement phone could not be processed because my account was "seriously delinquent" ( 8 days, of course it was more than $29.99 as we have 5 lines). I spoke with a supervisor and she told me the same thing. The saddest part is that just that morning my husband had made payment arrangements with Financial Services, but that didn't stop these reps from initially using scare tactics to try and make me pay my bill RIGHT THEN.
Verizon's overall customer service, quality of service, and image has taken a nose-dive since they got in bed with Apple; it doesn't even look like the same company it was. I remember in the not too distant past that the one of the first things a Verizon Rep would do when a customer called in was to offer even a $5 discount on their bill just for the inconvenience of having to call in at all. Now they treat you as if you are BOTHERING them just by calling; talk to you as if you are an annoyance.

What is wrong with Verizon?

I'm having a terrible experience with Verizon, and being a 20-year customer, I am pretty ticked. We renewed my wife's phone a few months ago, and the rep at the Verizon Store told us we had to change our plan from the unlimited data plan to a limited plan. Fine. She then spent AN HOUR doing something in the computer while we tried to keep our 18-month old daughter entertained. She eventually summed up the changes by saying we'd be saving $20/month and the new plan came with free Jet Pack service. I didn't ask for the Jet Pack, and I have no need for it. But it was apparently free, so she threw it in the bag, and we went home.
Three months, a couple hours of support calls, a second visit to the Verizon Store, and hundreds of dollars in fees later, a 611 rep finally told me the Jet Pack service wasn't free—in fact, it came with its own contract at $50/month and $175 early termination fee. The Verizon Store rep said "people had been fired" over this type of deception (but said he couldn't do anything about my situation), and the 611 rep acknowledged deceptive Jet Packs sales had been a problem. Fortunately, she was sympathetic and said she'd cancel that contract and refund that month's charges. I still ended up wasting a bunch of time and paying extra fees that I'll never get back, but I thought the hassle was over.
Then today I get an email stating there was a new document in my account. I logged on to find a service summary document that STILL shows the Jet Pack on my account, albeit at $20/month now.
I cannot express in words how angry this makes me. But I'm sure going to try when I make YET ANOTHER call to your worthless call center tomorrow.
>>Profanity removed<<
Message was edited by: Verizon Moderator

My first bill was a month after visiting the Verizon Store, and it was for $100 more than my usual bill. I called 611, and the rep told me it was partly because of upgrade fees, but failed to explain why it was $100 higher than normal.
The next month, it was $60 higher than normal, so I called again. This time the rep told me it was because of the Jet Pack service plan. I told her the Verizon Store salesperson told us the Jet Pack came free with the switch to the new limited data plan. She said the device was free, but the 2-year contract was $50/month, and I'd need to visit the store to see about returning it.
That's when I discovered the deception. The store salesperson told us the Jet Pack was free. I did not ask for a Jet Pack. I didn't even know what one was. The salesperson lied to us, plain and simple. And without getting the bill until 30 days later, your 14-day trial is meaningless.
So I went back to the Verizon Store. The manager said acknowledged the deception, and said "some employees have been fired over this." But, not surprisingly, he "didn't have access to the system" to remove the Jet Pack from my account and instructed me to call 611 (again).
So I made a THIRD call to 611, and the rep immediately acknowledged the issue, but said she needed her supervisor's permission to remove the Jet Pack. Because her supervisor wasn't there on the weekend, she said she'd call me on Monday. I never received a call.
Later, I received an email showing a ~$50 refund to my account, which I assumed to be the monthly fees for the Jet Pack and considered the matter resolved. Then I got an email referencing a new "letter" on My Verizon, which showed the Jet Pack was still on the account, albeit reduced to $20/month and 2GB. I just received my Verizon bill, and it shows a $20 fee for the Jet Pack.
The bottom line is Verizon tricked us into a 2-year contract for something we never asked for and to this day have NEVER used. Two of your representatives have acknowledged it, one said she'd fix it, and yet I'm still being overcharged. And now you're suggesting I transfer it to a family member? This is a huge insult.
If you were serious about providing customer support, you would refund every penny I've been overcharged for the Jet Pack I never wanted and have never used. And you'd probably offer me some sort of compensation for the hours of frustration I've spent trying to resolve this.

Why can't Verizon stop charging me for Navigator when it has not been used?

I have been going to your store in Bend, OR every month due to your failure to correct a charge for over a year. It is $9.99 for VZNavigator on xxx-xxx-xxxx. I would like written proof of these charges & usage because when I take action, I would like to show the total overcharge. I have the Share Everything Plan & have been with Verizon when it was AirTouch and now I am wondering how many other charges have been slipped into my bill. I would like a rapid response as I have been waiting patiently for many months without resolve.
>> Personal information removed to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

Verizon Wireless Customer Support wrote:
Having unexpected charges on your bill is never a good thing hd4ever. If you have access to My Verizon online, you may view account charges for the past 12 months. I understand you have been billed for a VZ Navigator subscription. Which make and model phone are you using? With certain model devices, it is required that you uninstall the application from the phone itself. To view a detailed bill of charges online via My Verizon click http://bit.ly/xB4iTc
In addition, it is recommended that you take your personal account information from the public forum. If you would like for us to review your account. Simply follow us and send us a direct message.
Thank You,
MichelleL_VZW
VZW Support
Follow us on Twitter @VZWSUPPORT
michelleh_vzw
The personal information was already removed from the post by the Moderators. I really wish your system to view questions always reflected the most current version of the post instead of the original message that went into the system. Can the Community Managers vzw_cm improve this? Also you forgot to include a link to your individual username (I hope I found the right one.) and the document link to the directions for Direct Messages. See How To: Direct Message

Overcharge Fees

<< Branched from an older discussion to a new topic for better exposure >>
I too have been overcharged $932 on our account this year after reviewing what we were billed then paid. After contacting Verizon via telephone a customer service rep pulled up our account and said $300 worth were late charges but she couldn't account for the rest. It looked to her as if we were overcharged between $600-$650. My point was that is if we weren't overcharged the extra $932 then we probably wouldn't have accrued late charges of $300 but we agreed to the $600 credit via telephone. She was supposed to call us back by now to confirm the credit but has not. When we contacted Verizon tonight they had record of the phone calls and the credit request but this other rep said our account was correct and we had to pay that extra $932 with still no explanation of the additional charges (we have only ever used a 1/3 of our data plan each month, never been over on minutes and never been over on texting). There is $608 due by the end of the month. When that is paid, we would pay Verizon $4008 this year for 2 Droids and my 12 year old son's little 5 year old flip phone which we keep. It's only used if he's elsewhere, he hates using a phone. Like I said, never went over on data, text or minutes. Is that specific enough? It seems Verizon is accusing people of not telling the entire "story" on this thread and all I know is I'm not a liar, I'm broke.
Message was edited by: Verizon Moderator

I was being sarcastic, I guess I failed...I also agree more to the story People if you need help finding out where your data is going and coming get a Peplink Balance Router. You can view usage coming and going HOURLY, DAILY, MONTHLY, AND more important what computer or device is using it. Then you can put a stop to it:

Verizon Ripoff Machine

We have had a plan that included five phone numbers. Three members of our plan wanted to create their own plan with additional features.
I called a Verizon representative on our about March 14, 2011, to receive instructions on how to let our three members create their own, new plan. The Verizon representative had me, the account owner, provide authorization for the specific numbers to be deleted from my account and to create their own plan and account.
The representative indicated that the best way for this to happen is on the first day of the billing cycle, which he said would be March 29. My son David (one of the members of the new plan) called Verizon yesterday (March 29) to create the new plan. He was told by a Verizon representative that they were having trouble extricating the three lines from the existing plan and placing them into a new plan, and that they would call him back.
Today, March 30, my David contact Verizon and they indicated that today they were able to remove the three lines from my plan and place them in a new plan under David's name. I have checked me account and I find that the three lines are no longer listed.
I then notice that I have been billed for $144.65, due April 23, 2011. The cost of two phones with 1400 minutes should have been about $80, plus taxes. I called Verizon to contest the excess charge.
The first Verizon agent was rigid and non-negociable. I was told that the change of the phone lines was made to late to avoid this month's charges. She said that since the lines had been removed, I would receive a credit AFTER I PAY THE $144.65 BILL. I protested, without success.
I asked for the call to be escalated, and was told the same thing. I explained that we follow instructions of the Verizon agent on March 14, but the agent today said that we were given bad information. That in order to avoid being billed for this coming month, the changes would have to be made BEFORE the new billing cycle began (which contradicts what the Verizon agent told me on March 14).
I asked for the call to be escalated again, and was told "Well, you can speak to one of my peers."

software76 wrote:
Can you believe verizon is charging $50 fee for the nfl redzone channel? That comes out to $12.50 a month for the 4 months of football season. The redzone channel is only on air on sunday 1pm-8pm (or less if the last afternoon game is over) so that is less than 28 hours of coverage a month. That is a ripoff. For comast and at&t u-verse it is included in the sports package which is only $4.99 a month which includes several other sports channels. Verizon shouldn't start overcharging on fios or there will be an exodus from the service
First, don't single out Verizon, ALL the carriers are charging that amount. And if you do the math, $5 a month for 12 months is $60 so Comcast subscribers are actually paying more.
I am a huge football fan but personally I could care less about this channel. I don't need to see every single score and if I want highlights of the great ones I'll just watch ESPN for free.

Verizon overcharging

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