Verizon's Poor Business Practices

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This is the beginning of a media blast and campaign to inform the public of how shabbily Verizon has deliberately treated one of their customers.  My daughter had service with them, and Verizon allowed a third party to order a phone on her account, and have it shipped to a non-account address.  (Yes there has been a conversation with her about making passwords harder to figure out).  In the process of straightening this out, Verizon insisted that her contract termination date remain the date that was the date of the illegally added phone and they refused to change back to the original date.  At the same time, she moved back in with us, and it was discovered that Verizon could not provide her with service in our area.  After a great deal of back and forth with Verizon, in particular their representatives Tiffany # <Deleted>, Keith # <Deleted>, & a woman whose name I failed to write down but said her ID# is <Employee information removed per the TOS.>, Verizon is now demanding that the cell phone itself be returned to them, but they will not issue a refund??  They are going to refurbish the phone, sell it to someone else, or hand it out under warranty, and our daughter has to pay for that? In addition, in spite of the assurances by Keith that there would be no charge for early termination, Verizon has tacked a charge onto the account, and has started calling my daughter's aunt about the charge, in spite of the fact that they have been told/authorized to contact me regarding the account.  In addition, each of the aforementioned reps has promised that a supervisor would call me, (there is never one available, these people must work unsupervised), and of course this has never happened.
I welcome contact from anyone else with a similar situation, either past or present in order to investigate legal action against Verizon.
Message was edited by: Verizon Moderator

That is because the people editing the comments don't necessarily know anything about Verizon services, plans or business practices. They are simply forum moderators, not CS reps. Not everyone is capable, proficient or qualified in performing all tasks, or even allowed to do so.
For example, when you go to the emergency room at your local hospital and someone is emptying the garbage while you are waiting to be seen, you could just as easily say "nice of them to have time to empty the garbage but don't have time to see me" when in fact the person emptying the garbage does not have a job which includes "seeing" patients. You most likely would not even like the outcome if THAT person was the one to diagnose your condition.

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    That is because the people editing the comments don't necessarily know anything about Verizon services, plans or business practices. They are simply forum moderators, not CS reps. Not everyone is capable, proficient or qualified in performing all tasks, or even allowed to do so.
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  • More Shady Verizon business Practices!

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    leavingV-crap wrote:
    last year, while dealing with breast cancer, my adult daughter's boyfriend left the state, sticking me with an unused 4th line. A verizon customer service person explained I had the option to suspend my line for 3 months. Said it could be re-suspended after that, but I would have to call every 3 months to re-suspend. I was thrilled. So twice over the last 7 months, that's what I did. TODAY I was informed that IT EXTENED my contact each time. Total **bleep** !!!! If I already had ONE UNUSED LINE under current contract WHY THE HELL WOULD I WANT TO EXTEND IT????? SHADY SHADY SALE PRACTICE!!!!!!  The supervisor I spoke with "Rachel" just said "sorry, that's how it works" and refused to put me in contact w/anyone else. In fact, she said there was no one else I could speak with, so apparently, as far as she's concerned, she the top notch. She told me there was contact info on the web page, and that turned out to be a joke. My plan had been to renew my contract in January w/just two lines. Now, when my (Verizon-is-so-shady) extended contract is up in July I will be moving to Sprint.  Good Customer Service would have been to DROP the extention that was added w/o acknowledgement/permission/consent.  But Verizon (aka Bad Customer Service) decides to just say "sorry" - you know, more or less - pay to bail or be STUCK with us.
    I have decided to post all my bad verizon customer service contact info on my facebook pages (I have three), my google+ and my blog until my contract is up.  Enjoy the additional SIX MONTHS of a FOUR phone contact you got out of me. You just bought yourself a whole lot of BAD PUBLICITY.
    I'm sorry, you thought that you could suspend your contract, without paying, and not have your contract extended? How is this different than just cancelling your contract and not having to pay the ETF? You had contracted for a certain amount of months for service, for which you would have to pay. If you suspend, without being billed, of course you will still have to pay for those months for which you contracted. If you suspended, but still paid for the service during the suspension, then your contract would not have been extended. You still have to pay for the contracted period, unless of course, you want to pay the ETF.

  • Verizon's iphone recycling program - deceptive business practice

    Duplicate post - please visit:
    https://community.verizonwireless.com/thread/808778
    Message was edited by: Admin Moderator

    A message on these forums? If so, then it was most likely because another user reported it for having violated the forum TOS. After a post is reported, it is removed immediately until it can be reviewed by the moderators. After review, it will either be returned as-is if there were no violations or the content will be edited to remove the violations and then returned.

  • Complaint about customer service and business practices

    I am creating this post to make public a complaint i have about unethical practices and poor customer service with Verizon.
    Here is the story:
    A few months back our landline stopped working. Called Verizon and followed all of the troubleshooting steps to try and fix the problem. No dice. I called again- they said they could send a tech out to fix the phone line- and was told specifically that if the problem was INSIDE the house and involved the tech coming INSIDE then there would be a $91 service charge. If the problem was OUTSIDE the house, no charge. So cautious that the problem might be inside, I replaced the phone jack and tried multiple phones etc to make sure it was not an inside issue. Called back and scheduled an appt. The tech came out- was extremely friendly and immediately located and fixed the problem- IN THE BOX OUTSIDE. Said there was a short in one of the lines at the box. It took him less than 5 min. I said- that was easy! He said- yup- and will save you money too (by not having to go inside). That was that. The next month we got our statement (we're on autopay)- and there it was- $91 charge. I called customer service- and after some passing around and review of the tech's notes by the rep- that stated he did NOT enter the house, they agreed to credit us back the $91 on our next bill. That was last month. Statement arrives today- NO CREDIT. I call back. After more passing around I am finally told that it was not credited because our "request" was denied. What? I said? The request was reviewed and denied based on the "notes" showing that i was "informed of the charges at the time of service"? Um, what? No i wasnt. I was informed MULTIPLE times PRIOR to the appt that i COULD incurr charges if the tech came in the house. He did not- his tech notes even state that. So now i get passed to a supervisor. He tells me that the tech notes state that i was told of the charges at the time of service. Funny- the month prior to that when i first called the notes did not state that at all- they simple said that he did not enter the house. Somehow after my "request" was filed the tech notes were modified. The supervisor was very curt and short and said the case was already reviewed and denied- no credit. He then goes on to say that the reason for the charge was because the tech did work on a line that LED into the house? What? Don't all the phone lines LEAD into the house? And regardless- it was explained several times to me that the ONLY charges would be if he came in the house. I have been a loyal Verizon customer for years- but i was shocked and quite frankly **bleep** off. NEVER was i told about any charges during the service. In fact i was told the exact opposite- that there would be NO charges since he never entered the house. This is a horribly deceptive practice- and i am NOT HAPPY. I told the "supervisor" so- who didnt seem to care at all- and told him that i would consider canceling my service because of this- at which he happily said "would you like me to transfer you to cancelations?" wow. Unfortunately I am still locked into my 2 year agreement- however i will unquestionably be looking to switch to brighthouse after its up and will be recommending likewise to my friends and family. You simply cannot tell a customer one thing and then charge them for another. Dont they record all the phone calls for "quality assurance"? Well if so, then they need to listen to the calls i made prior to the appt to ensure that i would NOT be charged if the tech did not enter the house. I triple confirmed this. Verizon has completely lost any credibility in my opinion. NOT HAPPY.

    so yesterday i posted the below complaint about my experience getting charged for service on my landline. After some "private chatting" with various verizon people i got the response that follows. unbelievable. i will without a doubt be canceling my verizon service as soon as my contract is up and will definately be recommending the same to friends and family.
    here is my original post from yesterday:
    I am creating this post to make public a complaint i have about unethical practices and poor customer service with Verizon.
    Here is the story:
    A few months back our landline stopped working. Called Verizon and followed all of the troubleshooting steps to try and fix the problem. No dice. I called again- they said they could send a tech out to fix the phone line- and was told specifically that if the problem was INSIDE the house and involved the tech coming INSIDE then there would be a $91 service charge. If the problem was OUTSIDE the house, no charge. So cautious that the problem might be inside, I replaced the phone jack and tried multiple phones etc to make sure it was not an inside issue. Called back and scheduled an appt. The tech came out- was extremely friendly and immediately located and fixed the problem- IN THE BOX OUTSIDE. Said there was a short in one of the lines at the box. It took him less than 5 min. I said- that was easy! He said- yup- and will save you money too (by not having to go inside). That was that. The next month we got our statement (we're on autopay)- and there it was- $91 charge. I called customer service- and after some passing around and review of the tech's notes by the rep- that stated he did NOT enter the house, they agreed to credit us back the $91 on our next bill. That was last month. Statement arrives today- NO CREDIT. I call back. After more passing around I am finally told that it was not credited because our "request" was denied. What? I said? The request was reviewed and denied based on the "notes" showing that i was "informed of the charges at the time of service"? Um, what? No i wasnt. I was informed MULTIPLE times PRIOR to the appt that i COULD incurr charges if the tech came in the house. He did not- his tech notes even state that. So now i get passed to a supervisor. He tells me that the tech notes state that i was told of the charges at the time of service. Funny- the month prior to that when i first called the notes did not state that at all- they simple said that he did not enter the house. Somehow after my "request" was filed the tech notes were modified. The supervisor was very curt and short and said the case was already reviewed and denied- no credit. He then goes on to say that the reason for the charge was because the tech did work on a line that LED into the house? What? Don't all the phone lines LEAD into the house? And regardless- it was explained several times to me that the ONLY charges would be if he came in the house. I have been a loyal Verizon customer for years- but i was shocked and quite frankly **bleep** off. NEVER was i told about any charges during the service. In fact i was told the exact opposite- that there would be NO charges since he never entered the house. This is a horribly deceptive practice- and i am NOT HAPPY. I told the "supervisor" so- who didnt seem to care at all- and told him that i would consider canceling my service because of this- at which he happily said "would you like me to transfer you to cancelations?" wow. Unfortunately I am still locked into my 2 year agreement- however i will unquestionably be looking to switch to brighthouse after its up and will be recommending likewise to my friends and family. You simply cannot tell a customer one thing and then charge them for another. Dont they record all the phone calls for "quality assurance"? Well if so, then they need to listen to the calls i made prior to the appt to ensure that i would NOT be charged if the tech did not enter the house. I triple confirmed this. Verizon has completely lost any credibility in my opinion. NOT HAPPY.
    This post was followed by an online chat with a verizon person last night- who, after reviewing my acct and the notes on the acct said the following:
    {edited for privacy}
    WHAT? First off I WAS NEVER INFORMED THAT THERE WAS A DIFFERENCE OF WHERE THE WIRE WAS OUTSIDE MY HOUSE. I was simply told if the work/wires were ANYWHERE ON THE OUTSIDE of the house, which they were, then no charge.  "Internal side of the NID leading into your home"- THIS WAS STILL ALL OUTSIDE! NO ONE EVER SAID IF THE WIRE WAS ON A PARTICULAR SIDE OF THE NID BOX I WOULD BE CHARGED! ONLY IF THE WORK WAS INSIDE OR OUTSIDE THE HOUSE! THIS IS CRAZY! AND ARE YOU SERIOUS ABOUT AN INSIDE WIRE MAINTENANCE PLAN? WHO THE HELL HAS THIS? OR HAS EVEN HEARD OF IT?
    I AM SIMPLY AMAZED THAT A HUGE COMPANY LIKE VERIZON FEELS THE NEED TO BULLY AROUND AND TAKE ADVANTAGE OF PEOPLE LIKE ME. SHAME ON YOU VERIZON. CLEARLY I HAVE LITTLE RECOURSE HERE, HOWEVER AS MENTIONED BEFORE I WILL BE CANCELING MY SERVICE AS SOON AS MY CONTRACT IS UP (TO AVOID ANY RIDICULOUS EARLY TERMINATION CHARGES0 AND WILL BE RECOMMENDING THE SAME TO OTHERS. I WILL OF COURSE BE FILING A COMPLAINT WITH THE BBB AND ANY OTHER CONSUMER ADVOCATE GROUPS THAT I CAN - NOT THAT I EXPECT ANYTHING TO COME OF IT- BUT TO SIMPLY LET THIS GO ON RECORD. SHAME ON YOU. YOU CANNOT TELL A CUSTOMER ONE THING AND THEN DO ANOTHER. LISTEN TO THE PHONE RECORDS FOR WHEN I CALLED TO MAKE THE APPT- ALL I WAS TOLD IS THAT THERE WOULD BE NO CHARGE FOR WORK DONE OUTSIDE THE HOUSE...ONLY CHARGE WOULD BE IF WORK WAS DONE INSIDE. WOW. SIMPLY AMAZING.

  • HORRIFIC Customer Service and Dishonest Business Practices

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    Time are hard and I was working to pay off a past due amount.  I was coming close to being fully paid off.  I was current on my payment plan and there was no reason to expect my service to be terminated for a missed payment or failure to pay.  Then, Verizon wrongfully terminated five of my contracts, one of which had an unlimited data plan.  On July 2nd, I received a text message indicated that my account was scheduled for disconnect on July 7th and that I should call them if this is not what I wanted.  So, I called that same day.  I spoke with Amber.  I told her of this text message I received and was advised that it was because I had a past due balance.  I told her that #1 - the text message had nothing to do with my balance because I had arrangements made with Retention, those arrangements were met and current, and #2 - that the text message did not say that my service would be interrupted, but that it was being terminated. 
    I requested to speak with the department that handles complete disconnects so that I could ensure that my services were not scheduled for termination.  She refused to transfer me and told me that she didn't see any notice for disconnection on my account.  I requested again to speak with that department and she refused again assuring me that my account was fine and would not be disconnected.  Reluctantly, I hung up and waited. 
    On the evening of July 7th, FIVE of my SIX lines were terminated.  The only one NOT terminated was my line - the one I used to call from on July 2nd.  When I called Verizon to rectify the problem, they demanded the full past due, which I had arrangements for and was current in paying.  I refused.  I was transferred from one department to another to another with rep after rep assuring me that my services would be back on before the end of the day. 
    VZW even ADMITTED that the representative AMBER deleted the line item that showed my account was going to be disconnected, which is why my line remained active, but that she failed to do it for the other five lines on my account and, therefore, it was HER FAULT. 
    I spent a total of EIGHT HOURS on hold and on the phone with Verizon Wireless. And, of course, hours upon hours upon hours waiting for reps to call me back who never did. 
    One of the most disgusting things I experienced was spending hours getting transferred back and forth between customer service, financial services, retention and back to customer service all of them telling me that none of them were responsible for reconnecting lines and didn't have any ability to reconnect services! 
    REALLY?!?!?!?! 
    Verizon Wireless wrongfully disconnected my lines and then held them hostage and tried to extort money from me.  Now, they won't release my numbers back to me to port into another service.  My hubby is a service member and a civil federal employee.  He has to have his phone with him 24/7 and to change his number with them is a pain in the royal butt!  He's had that number for years.  Now I've had to go pay nearly $200 out of pocket to get new service and Verizon won't give his number back to him.  On top of all of it, VZW had the nerve to charge me over $527 in early termination fees for contract terminations!!!! 
    I hope that Amber loses her job, along with ever other representative who failed to resolve this issue and failed to call me back and make things right.
    >>Edited to comply with the Verizon Wireless Terms of Service <<
    Message was edited by: Verizon Moderator

    Amazing!  After posting this and after filing an FCC Complaint, I got a phone call from Verizon this morning and all my lines have been reconnected and the early termination fees have been reversed.
    People, this is proof that if you've been wronged and you keep documentation of your efforts and don't just quit and give up and walk away and let people who have wronged you win.
    Whether or not I will continue with Verizon Wireless as my provider after the last of my contracts expires in 6 months has yet to be determined.  No credit was given for the $130 I had to put out for Straight Talk phones when they refused to turn my phones back on.
    It's a pity it took 5 days for them to actually do something forcing me to pay $130 cash for something I shouldn't have had to pay cash for.  Yes, I am grateful to have my phones back.  But, I've still been left harmed and that is a cryin' shame.

  • Poor Business Plan

    I love that Verizon has great coverage around the country, but I have had issues inside my house (inside the house only) where I keep dropping calls.  Verizon opened a ticket and said the whole city is in a low laying area (not true), so our signal will not work.  So we have an issue in the house only, not outside the house (things are crystal clear outside of the house throughout the city), but they say it's an issue with the city's location.  We have called Verizon multiple time and heard a different excuse from each person we talked to.  That being said, we are so disappointed with the way Verizon is treating this.  They recommended getting a signal booster for $250, otherwise leave their service without a contract cancellation fee.  So long and short, Verizon is willing to lose over $2500 a year, as opposed to allow us to have/borrow a signal booster until they increase the city's signal (which I think was just another run around, as only one representative told us that).  So let's see, a customer being with Verizon since before they were Verizon, will be leaving them and taking away $2500 a year from the company.  I don't understand how a company would rather, in the example of 5 years, lose $13,500 instead of lose $250.  Is there a business analysts out there who can tell me how this makes sense?  All I know is once we leave, we are gone.  There will be no calls taken as they try to 'recover 3 lost accounts'.  I am really not understanding how this is a smart move for a company.

    commonsense101 wrote:
    Yah..looking at the Q3 stats that just posted, 101million customers and a 36% margins...hopefully they can pull it around  Also they don't provide service in any building, your contract covers outdoor only anyway
    Funny even though I am never under contract, I don't see any qualifier about not having service in my home.
    There is a disclaimer stating service is not guranteed everywhere yada yada yada, but no disclaimer of non home use.
    When you think about the different materials used in home and business constructions it is possible the structural metal in an office building may block a cell signal (however I have worked in buildings high up and way down low and had no reception issues) my home is only 56 years old and wood frame construction and it often times flips and flops from 3G to 4G data wise, but calling is strong and reliable. I believe when one looks for service they should look into terrain in and around there work and residence and other places they go to the most. And then choose the company that provides it.

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