Verizon's response to my 14 years of Loyalty

Sincerely,
Thank you for your response. While I fully understand the position that you are in regarding reconnection fees, please also understand our position. Per the terms and conditions of your contract, Verizon Wireless expects payment on your due date monthly.
We here at Verizon Wireless live in the real world, too, and understand the state of the economy, unemployment and other factors that lead to getting behind on your bills. Once you get behind, it is near impossible to catch up and even harder when extra fees are involved. The catch is that you could have avoided those fees by keeping in contact with us and by keeping the agreements that you made. If you were unsure whether you could keep the arrangements, then you should not have made them.
We don't want to browbeat our customers into paying what they can't afford, but we certainly need to keep up with the payments for active service. That is why we have arrangements; for those of us that live paycheck to paycheck and need to budget every dime. However, once the terms of the agreement are broken, and the lines have been interrupted, the fees are valid. At that point, we have done all that we can do to assist you. It is up to you to adhere to your arrangements, or contact us prior to the date you need to make payment, to see if a change can be made.
We have given you credits this year, including two sets of reconnection fees. Normally, if we are going to waive fees, it is one time only, as a courtesy. I am very sorry, however, we are not able to waive the remaining fees.
Please make sure, in the future, should you need to make changes or need to discuss your account while you are on this extended arrangement, that you call the retention team at 800-288-8496 . They are in charge of your account while you are set up on the special arrangement. I am sorry that you feel our emails are not timely enough, however, we do state right on our website that response could take up to 24 hours or more depending on the email traffic.
I do hope that you understand, and will do everything you can do to adhere to your arrangements so that you avoid those reconnection fees in the future. I do understand that sometimes calling can be embarrassing or uncomfortable, but, we really do understand, and we are here to help if we can. So, please contact us if there is a problem. I can't guarantee that we will be able to do what you require, but if we can make it work for both of us, then we will do what we can do to make it happen.
Thank you for being a valued Verizon Wireless customer; we appreciate your business. Thanks for listening!
*** This is what Verizon is going to do in order to "help me" in their eyes... $650 in reconnect fees in one year alone. I have paid $437 today just to turn my phones on. WOW! And of coarse being charged another $75 to reconnect my five lines! Does this ever end?

Jopster wrote:
*** This is what Verizon is going to do in order to "help me" in their eyes... $650 in reconnect fees in one year alone. I have paid $437 today just to turn my phones on. WOW! And of coarse being charged another $75 to reconnect my five lines! Does this ever end?
It ends if you pay on time like the rest of us. Why should you get a break when you are not keeping up your end of the contract, yet those of us who pay on time every month get nothing. (I was out of work for 2 years and made a point to keep my VZW paid)
There are penalties for not following through on what you agreed to. If they give you a break (which they apparently did twice) then those who pay on time are really the ones being penalized.

Similar Messages

Fraudulent Text Messages and Verizon's Response

I received a text message telling me I had won a $1,000 Best Buy gift card, with instructions on how to claim it. I suspected it was fraud and called Best Buy. They confirmed it was a fraudulent text and told me they had received thousands of calls about the message. I called Verizon Customer Service to inform them about the message and they claimed to be unaware that this message was being circulated to customers. I was told that this sender could not be blocked from sending messages to Verizon customers, despite knowing the phone number it was coming from, and knowing that the messages are fraudulent scams. On top of it, I'm paying Verizon for the privilege receivng these scam messages, since I don't have a text plan. I'm very disappointed with Verizon's response and the fact that they aren't taking a more proactive approach to protecting their customers. I think Verizon's Customer Service and Fraud Departments should want to know about these scams and should at least act like they care about preventing their customers from getting these bogus messages. They should have an easy way to forward messages like these to their Fraud Department. I also hate the fact that I have to pay Verizon $.20 for each fraudulent text I receive. Never was offered a credit. It's a good way to "encourage" customers to pay for a text plan, even if they don't text much. I'm a long-time customer who has spent a lot of my hard-earned money with Verizon over the years. I feel like I'm getting nickel-and-dimed to death on top of the overly-complicated plans and inconsistent information I receive from customer service. Do they really care about the customer, or just about the revenue?

More and more of these type of messages have become a regular because of all the electronic footprints users are leaving all over the web like Facebook, Twitter, file sharing and not to forget the free applications that are usually infested with advertisements..
Security should start at home first because no level of security will stop personal information from being available when users simply give it out to oters on a regular.
I have had a number of clients that would go to a infected site that requested for the user to disable their system Virus Scan or Firewall to access data from the site and the customer would do it and then their system gets infected, is this some how my job to resolve this issue for free?
I really do not see how this is Verizon’s problem to resolve.

Lack of Response not sure anyone cares about loyalty anymore

I contacted customer service via email about purchasing a new MacBook Pro for my daughter with her College Money. When we purchased it we told the Best Buy employee about our difficulty getting her approved on the 3rd party website that checks her enrollment. We purchased the computer one day prior to going on vacation. We never could get her cleared and were going to send all of the numerous items to the 3rd part group but seeing that no one would do anything after 15 days it was pointless. My complaint is that now we cannot take advantage of the student discount and now the computer has also droped another $45 in price which is double frustrating. This was not my money but my daughters college money. If this was not my daughters money I probably would not even care but it was her hard earned money. I was very proud that she saved and was able to purchase this item and also pay for her own tuition. So now we are looking at a computer that is less than a month old and now could have purchased for $145 less if I went directy to Apple.If you look at my account I had previously been an Elite member for years and purchased all electronics and appliances from your store. Well now that I have eveything I need at my home I did not purchase as frequently so my Elite status dropped to a regular membership.Being in Sales and Marketing for the last 20+ years I know how important it is about communicationg with customers with opportunities with your company. This is why I wrote in the first place. The answer I received was a canned answer that did not give me a resolution or closure to my situation. I replied to the email and never received a response. I had been planning on purchasing another MacBook and IMacsince they are both over 5 years old and both previously purchased theough Best Buy as wereall of my appliances at my home along with Denon and Def Tech speakers.Not once was I given any reason to continue shopping with your company. Even a small gesture may have kept me shopping with you but nothing was offered. Through the years I have seen what a little customer service or lack of can do to a company. I am tempted to share this on Twitter, Facebook and any other way I can based on mere principle. The lack of response should tell others where their loyalty should lie.

Hello Daoliv,
One of the goals to which we aspire is excellent communications with you and also with our other customers. While I am at a loss to explain why you have not had further contact as a result of your recent email to us, I know that you should have received a continuation of your conversation and I apologize for that not being the case.
As to your daughter's enrollment in our College Student Deals promotions, I recommend that she contact us so that we can work to resolve the issues that she has encountered. We offer the program so that our customers may avail themselves of it, not so that they have a new point of aggravation. I regret that this has been part of your experience.
Best Buy's Price Match Guarantee is a great way to ensure that you receive the best price on the products you purchase, but our requirement is that a request for price match be within the return period (usually 15 days). Outside of that time frame, we are unable to accommodate a request for price match.
With that said, I have some information for you about your recent Macbook Pro purchase, so please watch for a private message from me. To check your forum inbox, ensure that you have signed in with your user name and password, then click on the envelope icon in the upper right of this page.
I am extremely grateful that you took the time to share your ongoing experience with us.
Sincerely,

Change from my Verizon pre-paid monthly to 2 year contarct with a second line

I currently have a pre-paid monthly plan plus extra 30 GB data for my iPad2. I want to switch to a 2 year contract with 2 lines and 2 phones, one of the phones I want to keep my old Verison number. Is this doable?

It shouldn't be a problem. Just contact Verizon's Customer Service line and ask that your prepaid account be moved over to a postpaid account. They will be able to bring over your phone number and should credit the balance on your prepaid account to your new postpaid account.
You can either leave the iPad on prepaid, or add it to your postpaid account, or cancel it if you no longer want it. Then you can start a new line of service for the second phone. Since you are starting two new lines of postpaid service, you'll have the option of signing a 2 year contract on one or both of the lines to get a discount on a new phone. Or you can start the lines with your own equipment and not have a contract.

Verizon or their "rebate" service owes me $200 - Goodbye Verizon at the end of my year

Part of this is my fault, granted. But I called several times and no help. I am so glad that I only signed up for a year. I was ecstatic that I could get the new droid on my company discount and save $20 each month. I found out that if I purchased the extender for "$99" with a $100 rebate, I could get cell phone service up in the mountains. I even got $100 rebate off my new droid. The customer service was fast and courteous getting me hooked on a contract, then the helpful ended.
I did not know I needed the UPC from the box for the rebate and threw the boxes out from the Droid and the extender. I called and the Verizon rebate center told me that I was out of luck. So much for customer service. I called customer service and they took my information and offered a call back on the issue, which never came. Now I found out I can not even return the phone or extender to get a new one with a UPC since I ran out the 30 day return clock. No resolution, no callback and no $200.

This is exactly why companies use mail-in rebates, most people don't bother to read the fine print and ensure that they follow all directions to get their money back, which means that for every $100 of rebate Verizon PROMISES they actually refund substantially less. It's a nice way to pad profit margins.
That said, I have never heard of a mail-in rebate that did not require you to send the UPC from the box, and the terms are clearly stated, so Verizon has you right where they want you. In the future, read carefully and follow the directions to the letter.

Frustrating Verizon contract situation for a 10+ year customer

Recently my son and I went into our local verizon store to buy him a smartphone. He is 21 but still has not had one while we all have one. He works at a place where he has to travel alot but still needs to have quick access to information on the internet.
Unfortunately once we got there they told us that we were not elegible for an upgrade.
We used his "upgrade" to buy a crummy dumbphone when we were on vacation and his even older phone refused to turn on. Ironically he liked the "upgraded" phone even less than the one he had prior. Without thinking we locked him into a new contract when we really ought to have used the opportunity to buy the smartphone with a 2 year contract. I was flustered at the time and had to make a decision so we would not all get lost and have no communication.
Recently my daughter's line was eligible for an upgrade, but she switched over to her father's plan at his request when her contract ended.
Had I known the difficulty I would have had dealing with the in-store representitive, I would have used her upgrade to buy my son the smartphone and cancel the line afterwards (unfortunately I did it beforehand).
Is there any way for one of the managers at verizon to redo our contract with them so that we can upgrade my son's dumbphone to a smartphone at a reasonable (2 year contract) price? I can't personally understand why they would not do this because we would likely upgrade our data plan with verizon so they would be making more money as well.
I have been a customer with verizon since before cellphones were even vogue (10+ years). I have been generally happy with verizon but experiences like this really make me furious. Certainly from our perspective we never received any upgrade. The person we talked to in the store said that he didn't have the authority to help us but maybe someone else could. We have no problem shelling out 200 for the upgrade + phone cost, only other option for him is to just wait out the next year and get a contract + upgrade + smartphone with another cellphone company, which is a shame because otherwise we do like verizon.
Doesn't verizon appreciate the business of long-term customers anymore?
- A frustrated seattle doctor, mom, and long-term verizon customer.

seattledoc wrote:
Tikibar,
While I appreciate your help, this is essentially what the store representitive told me.
In our eyes we don't consider it to be "subsidized" at all. We have been loyal paying verizon customers for over a decade now and would like to remain such. I didn't even realize we were using our "upgrade" when we bought him the cheap crummy phone.
Our friends have been in similar situations with their providers and were able to get help from customer service managers after explaining their situation. It would be nice to see the same provided for long term customers. The full retail cost of the phone is $700, which we can't pay. The only option available for us currently is to buy nothing for the next year, wait for the contract to expire, and switch to another carrier.
I have no interest in paying $10 a month plus taxes and fees to fufill the beauracratic whims of verizon representitives, when they have the power to offer us the upgrade we never really received. Again, if verizon did this, they would make more money anyways because we'd be paying for a bigger data plan.
In this sales situation you did receive a subsidized device, whether you consider it one or not. Even basic phones are offered to customers at a lower price with a two-year contract than the full retail price.
This sense of entitlement is beyond comprehension. You signed a new two-year contract that you have to fulfill before Verizon Wireless will extend another offer of a subsidized device.

So my issue with Verizon scamming myself and my 83 year old dad...

...Got taken out of the public forum - guess Verizon doesn't want to address such gross errors on their part in a public forum, and it was "escalated." FWIW, I was also censored from replying to the last post in that thread - all I could do is click it as "solved." So I now have to go and check my messages, and wait for responses. There was one response, and then nothing. I can't waste DAY AFTER DAY checking to see if Verizon responded. The issue is simple - Verizon keeps trying to bill us for an account we don't have and can't identify (and neither can they). But they were more than willing to harass my very elderly dad until he paid them for an account that has nothing to do with us. What kind of ludicrous company does this to their customers? Rapes them for money for mystery accounts, then pretends it can't find anything? Shame on you, Verizon. Let's see if this gets censored, too. I'm betting, "Yes." I want this solved NOW!

Hi AlexLTD,
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. The title of your post is the link. 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.

Verizon screw up for over a year

In July 2012 Verizon switched my account to Verizon Fios with TV and internet. I never requested verizon internet/tv. I have only ever had a home phone thruogh Verizon. Verizon billed me July 2012 thru Nov 2012 for services I did not have. They acknowledged the mistake in November 2012 and took tv/internet off of my bill. I have spoken to Verizon customer services many times and was told, many times, that "credit was issued but did not go thru yet". On May 7,2013, I spoke to {edited for privacy} who spoke to his supervisor, {edited for privacy}. Tom left me a message on 5/8/13 stating that my credit was issued to the wrong name. I have paid the amount due for the phone every month and have not been credited the over $500 Verizon owes me! My account has now been sent to a collection agency. My phone has been disconnected 3 times and currently I do not have service due to a "system" problem. I have filed a report with New York State Department of Consumer Affairs. It is also important to note that I use this number for my business which has been seriously effected by this horrendous error. I have spent countless useless hours on the phone with Verizon. I would like to stay with Verizon to keep my number, however I do not think I can. I will have to switch to another carrier.

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. Please keep all correspondence regarding your issue in the private support portal.

How the **** can I stop stupid apple from sending me responses from a 3 years old post to my email ???

How the **** can I turn off email notifications to stop receiving responses from another post.
I alredy went to my profile and turned off every option I have for notifications. But this stupid company
Keeps send in me email notifications.
Warning !!! If you replay to this post you may end adding stuck with one more notification to your email,
Unable to opt out!

Hmm. It appears you are not subscribed to any threads. Let us know if the issue continues.

Verizon Complaint - Harassment, Lack of Customer Service, No Loyalty

After searching long and hard, it appears that there is no place to lodge a formal complaint against Verizon. I saw where an individual was told by a Verizon rep the place to file such complaints is right here in the forums. This seems to be an ineffective place to make such statements. With that said, I write this post with little expectation of satisfaction in remedying the complaint. In fact, I believe that the lack of a formal complaint channel points to the company's unwillingness to address key business points, such as customer satisfaction. Consider this post an indication of one such dissatisfied customer.
As background, I have been a steady Verizon customer for about 12 years (give or take a year). In that time, I have re-signed my contract several times, purchased numerous phones, and have been timely in my payments. I seem to recall even being given a Verizon VIP status which gave me a discount on phone accessories. The fact that most people reading this will have never heard of the Verizon VIP status points to how long I've been with Verizon. My first Verizon phone was the Motorola V60i - top of the line at the time.
Recently the credit card I have on file for auto payment expired. I knew it was going to expire and updated the account with a new card as soon as it came in. Apparently this update did not stick. About two weeks ago, my wife began getting phone calls from Verizon. Each time they called it would be from a different out of region phone number. Each time an automated voice would leave a message about "changes to the account". The calls increased to about 5 per day with several text messages throughout. The first red flag is that her line is a secondary number, whereas mine is the primary. If there was a legitimate change to the account the assumption is that Verizon would call the primary account holder. They did not.
This continued for about a week. The calls and the texts would come during working hours and into the night. I called one of the numbers back. After pressing # to do this and # to do that, I was given a choice. Press 1 to make a payment to the account or press 2 if you have already paid this bill or are planning to pay this bill immediately. Since I had already paid the bill, I pressed 2. The next automated message I received said that they would be expecting my payment within 7 days and the system would be updated to reflect I had made this agreement. Failure to pay the bill would cause an interruption in my service.
My problems-
1. Verizon should not call a secondary number to discuss the bill. Luckily the secondary number was my wife's. What if it had been a teenaged child?
2. Verizon should not engage in such harassing techniques. I have been a loyal customer for over a decade. A simple phone call from a human and I would have happily explained I did update the card, and then paid immediately. It went too far for no reason.
3. As a customer, I should have quick access to a customer rep or another avenue, such as a dissatisfaction form in My Verizon, to outline this in a more conducive manner than simply throwing it into a pile of other forum posts with no sense of direction or expectation of satisfaction.
It is for all these reasons that I am dissatisfied with Verizon currently. I am not currently under contract and I am shopping for another provider. While I'm sure many of my complaints will be found in the other provider, at least I have the satisfaction of taking my dollars to a company that will treat me like a number on a page instead of the misconception that customer loyalty still meant anything. Again, I am not expecting any followup from Verizon, but you have my phone number if you would like to discuss this. After all, a simple call from a human in the first place would have corrected this.
My question to the rest of the forum is, "Am I the only one in this boat?"

JonathanK_VZW,
First, thank you for taking the time to respond to my statement. I appreciate that you took the time to do so.
However, I don't think that your response addresses my concerns. I thought I had paid the bill as explained above. Your financial department acted in a harassing manner by contacting a secondary phone number on my account. Not once did anyone or any automated communication contact my number, the primary account holder. The calls were as many as 5 in a day with several text messages. The voice messages, when one was left, and the text messages simply stated there had been changes made to the account - hardly helpful information. In fact, the limited statement was so cryptic that they were originally dismissed as being spam - a reasonable conclusion considering the amount of spam messages Verizon customers receive concerning "changes to the account".
Luckily, the secondary number your financial department decided to contact was my wife's number. Had it been a child's phone this complaint would have a completely different tone. However, any number of other customers may not be so fortunate. You stated " financial services may try to reach you on an alternate line or a contact number we have on file" as an explanation of this practice. That answer only makes sense if you attempted the primary account holder first. You did not. Not one instance.
You mentioned that the volume of your customers prevents you from giving each one personalized service. I realize Verizon must have an enormous customer base and the sheer volume creates complications that I have not yet considered. May I suggest you make a special effort to show personal customer support to long term customers with an established track record of timely payments and patronage - such as myself. The silver lining for Verizon is that your current solution to your customer load crisis - harassing phone calls, ineffective automated services, etc. - may self-correct your problem. More and more folks will take their wallets elsewhere and you may find that managing effective customer service becomes a simpler task.
Again, JonathanK_VZW, I do want to thank you for taking the time to respond. That is sincere. I did not expect Verizon to respond. I would like my concerns to be passed to your supervisors and then to their supervisors. I believe my points are valid criticisms of Verizon's current customer services. I realize that customer service is traditionally a difficult role as it is the department the angry, screaming, crazies contact to vent. I hope the simple measure by which I've responded shows that is not the case here - that the criticisms point to terrible service and any industry that values its customers would want to at least address the key points therein.
To the supervisors:
Any productive organization has to develop strategies that manage the work load while maintaining quality. Those strategies must be reevaluated from time to time to measure effectiveness and quality. This message points to one of those times. Effectiveness and quality are lacking. It is time to develop a new strategy - a working strategy. Your customers would appreciate it.

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

Recent MCI to Verizon Residential Service conversion - Terrible

Hi Folks,
It is my understanding that Verizon staff members do review the posting here. I hope that this is the case as I would like to share many issues that I have experienced to help improve the process and services offered by Verizon.
First, ALL of the folks that I spoke with were very pleasant on the phone including someone in India! This is about all the good news that I can offer.
Background - Happily using MCI residential services over a number of years with two accounts. MCI worked great and performed all services in a clean and efficient manner.
Forced to leave MCI services and advised via letter that Verizon would pick up in the foot steps of MCI - I also understood that I could select other phone service providers other then Verizon if I choose to. Now I wish I had!!!!!
Typical MCI services that I had:
Caller ID
Call Waiting Caller ID
Three party Conference Call
Caller announce
Speed Dial
Voice Mail
Call Waiting, No Answer Transfer to multiple locations with Caller announce (managed by me the user)
Email Caller ID info (Sent to places I managed i.e. Black Berry - pop mail etc)
Internet Voice Mail pickup & Play - Store
Fast Access to Voice Mail from local phone (Dial 00)
Fast Access to Voice Mail from cell phone
Easily talk to live person for any variety of issues - Trouble - Billing - Competitive discounts - Promotions
Initial conversion to MCI (ALL service available and ready the day of conversion!!!!!!!!
Now the Verizon story and Oh what a story they weave.
Contacted the conversion Team as per the conversion letter TWICE two accounts.
Discussed all of the features that I had with MCI and Verizon's features & price (Did this twice - Two accounts)
Told by Verizon conversion department that 99% of the services are the same - NOT TRUE! Further the services were included in the discounted package (NOT TRUE!)
No date provided for the conversion
Call Waiting Caller ID was not provisioned
Speed Dial is not part of the package - More dollars and wait to have this added after service was turned up
Speed Dial is crippled and not very useful - No pause control so I can not program access number pause pause pause then account code or access number or pin number etc. Most Verizon folks I talked to have no clue as to what pause is in a speed dial string (this concept has been around for over 20 years - What is with Verizon?
Three party Conf call is NOT included in package Additional cost and wait to have this added after service was turned up
Call Waiting, No Answer Transfer to multiple locations (managed by me the user) is not available
Caller announce not part of package
Told that Email Caller ID info (Sent to places I managed i.e. Black Berry - pop mail etc) is not available - Found out from friends that have Verizon service that it is available via Verizon Call Assist
Contacted Verizon one day after orders placed to insure that I would have Verizon Call Assistant - Still waiting a week later - placed over 40 calls to numbers provided by Verizon (pass me on to someone or something else i.e. automated talking systems and 12 hours of on the phone over three days!!!! Most people that I spoke to have no clue what Verizon Call Assistant is, much less getting info or placing order for it - Even though it is FREE and part of service if you like.
Verizon services turned up randomly over the past week - What happened to Your are now on Verizon and your service are ALL available!
Additional note - After holding for almost an hour to connect with a live person in the Verizon Call Assist group - I was advised that the email they offer for Voice Mail deposits Only Indicates that you have a voice mail and does not include any Caller ID info - Since this service is still not turned up I am expressing what I was told. This means I am back to the drawing board - I really need to know who called remotly (IE Black Berry etc) whether they left a VM or not. Time to start looking for a new phone company....
I'm sure I left out a few things here and there.
My frustration level is beyond belief and it's hard to put into words that are acceptable for a forum. @#$%#$%&$^#%^
I use Verizon Wireless and have for many years - They have been top notch so I thought the incumbent wireline provider (Verizon) would have its act together. Boy was I wrong.
I invite any and all responses especially any Verizon folks that really want to do something about these issues - I would be happy to discuss in detail any and all issues presented.
Ren

Just a thought about Speed Dial - even if there were some way to program in a pause I do not see how this would help you in dialing account numbers or pin numbers because the Speed Dial service does not actually produce call tones but simply enables the user to dial a stored phone number by pressing 1 or 2 digits instead of 10.

How do I get Verizon to unlock my iPhone4s for use in the US (NOT overseas)

12/13/13 Huffington Post
WASHINGTON (Reuters) - Major U.S. wireless carriers on Thursday pledged to make it easier for consumers to "unlock" their mobile phones for use on competitors' networks, responding to pressure from consumer groups and the top U.S. communications regulator.
Verizon Wireless, AT&T Inc, Sprint Corp, T-Mobile US and U.S. Cellular agreed to "clearly notify" customers when their devices are eligible for unlocking and to process unlocking requests within two business days, said wireless industry group CTIA.
U.S. wireless carriers often "lock" smartphones to their networks as a way to encourage consumers to renew their mobile contracts. Consumers often get new devices at a heavily subsidized price in return for committing to longer contracts.
The top carriers have long allowed consumers to unlock devices and take them to another network at the end of a contract term - commonly, two years - though the process varies by company and can be quite painstaking.
Then in late 2012, the Library of Congress, the minder of U.S. copyright law, completed a new triannual review of exemptions to the law that effectively made phone unlocking illegal, even after the consumer completed the contract.
The ruling surprised many telecom observers, outraged phone users, and finally landed on the White House's agenda thanks to an online citizen petition that gathered 114,322 signatures, more than the 100,000 needed to spur a response. The White House sided with the petitioners.
I have been a Verizon customer for a decade (10 years). Verizon is now misleading me about having my iPhone 4s unlocked. After a long discussion they finally unlocked my families phones leading me to believe it was nationally. I just found out that they are REFUSING to unlock my phones in an effort to keep me with Verizon and very large monthly payment plan. If my phones were unlocked, I might stay with Verizon, however, in light of their deliberate attempt to lie to me and keep me hostage, I will most like buy new phones and move away from Verizon within the week.
Can anyone tell me if they have had success in having Verizon unlock their iPhone 4s?

I believe that the carriers have 3 months to partially implement this "pledge" and 12 months for it to be fully implemented.
I have not heard of anyone getting a Verizon iPhone 4s unlocked yet for use in the US.

Does anyone actually read contracts with Verizon or do you trust your rep will help?

This is my "verizon" experience. I've sent the following letter to various people with no response as of yet. I'm wondering if i'm the only person in the world that does not understand why it's perfectly acceptable to charge someone for service they are not getting? Any comments are appreciated. See my letter below:
Dear Verizon,
I’m an original Radiofone customer (mid 90’s). Then I was an Alltel customer. Then I became a Verizon customer. At peak, I had four lines I think. For the last few years, I’ve had three and most recently I’ve had two. My husband was moved to his office’s plan. We gladly paid the cancelled fee a few years ago for that as we wanted his number, although I probably could have asked nicely and you guys would have waived it as Verizon is so great to deal with, or they were.
Now his company line is with T-Mobile. I finally bit the bullet and left you guys. I didn’t want to but we have four lines, all unlimited minutes and text. One line has 2.5 gb of data and the other three have 500 mb of data. My bill is $110.00 a month. You can’t beat those prices. Although I’ve been having some issues like I can’t get phone calls in my house, even on Wi-Fi and I’m on my second tech call support of the day. I don’t have a contract, I own my phones outright and still own the Verizon phones I had (several actually) so I figured if I can’t get good service, I’m going back to Verizon. Well, that was before I got wind of Verizon’s “***** the customer on their way out the door” policy.
When I called a couple of weeks ago, I learned that one of my phones was in contract and one was out. We talked at great length about how the services are paid, for the month before, and she told me what my cancellation was ($75.00 since one phone was under contract still). I told her that I’d have the T-Mobile phones on Friday (July 12th) and I’d be porting over the lines then so I’d only owe $75.00 and a “few days of service, right”? “Yes, ma’am”, said the Verizon girl.
Fast forward to today, I have my $90.99 bill in my hand and called. I wanted the amount through the 12th of July so I could add it to the $75.00 cancellation fee and pay. That’s when I was informed I owe these lines through August 7th. I argued with the rep today, told her I had no intention of paying for service I do not have and had the girl informed me that I would be paying for the whole month, I would have waited till closer to the beginning of August to port the phones.
It was then when I was told, “Well, it’s in your contract”. Ok, maybe it is. Who reads these contracts? No one. Is there anything in it that’s negotiable? No. When I called to get the cancellation fee, this girl knew EXACTLY what I was doing and EXACTLY what day I would be porting the numbers. She knew I was calculating my last bill and at no time did she tell me that I would pay the whole month. If someone changes plans in the middle of a billing cycle, Verizon is MORE than happy to pro-rate that, but leave them and you are *******, is that the policy? Now that I’m unhappy with T-Mobile, my first thought was let’s all go back to Verizon as they are worth the extra money if it works like it should. What good is cheaper service if it doesn’t work? But I am absolutely livid right now and as things sit, Verizon will NEVER be an option for our family.
So here’s my plan. I’m going wait to see if you guys will do the ethical thing and pro-rate me for the month, ESPECIALLY since I was lied to or misled on the phone when I called to get the cancellation fee. Then I have a call into a finance manager in the family. I have every intention of paying the $75.00 cancellation fee but what sort of hit will my EXTREMELY high credit score take if I don’t pay this $90.99. We bought a truck a year or so ago and our credit rating was in the high 700’s and T-Mobile approved us for 10 lines minimum. I’m sort of thinking that a charge under $100 won’t affect me enough to worry about. If you aren’t going to pro-rate my bill, and please don’t take this as a threat, I will make it my life’s mission, and with the help of Facebook pages, to make sure everyone I know understands Verizon’s lopsided pro-rating policies and how they treat their customers because according to your reps, I should know better and should have read my contract (are you kidding me?). Bet I can get one million likes by the end of the year.
As you can tell, I’m pretty mad. Had I not called just prior to changing, I would think this is my fault and I should have known your policies, but that’s not the case. I called to get the policy and cancellation fee explained to me in detail and it wasn’t, ESPECIALLY since the rep had my porting date long before this bill generated. This all could have been prevented.
I await Verizon’s response.
Sincerely,
Stacy
>>Personal information and profanity removed<<
Message was edited by: Verizon Moderator

First of all, I am sure you will definitely get 1 million likes. There are several people who dislike Verizon, but even with 1 million likes, that still means less than 1% of their customer base. And I am sure several of those likes will be from "former" customers like yourself which would mean an even smaller percentage.
Maybe it happened different than you described, but the way you explained your story you did not ask for the policy on cancellation of service. You asked "I told her that I’d have the T-Mobile phones on Friday (July 12th) and I’d be porting over the lines then so I’d only owe $75.00 and a “few days of service, right”?" In this explanation, you are not asking about the policy. The statement is correct, problem with your question is you did not ask if Verizon bills for "partial months". Unless there is something you are leaving out, you also DID NOT ask for the policy on service cancellation. Yes, you would be paying for a "few days of service" but the smallest increment when you cancel service is to the end of your billing cycle. The ONLY time you ever receive a bill for a partial month is when you begin service with Verizon. NEVER when you are a current customer.
You said you talked "at great length" about how services are paid including I assume paying a month in advance for service which is how Verizon has done business for as long as I can remember. You also say your bill closes on the 7th of the month. Well that means Verizon would have "billed a month in advance" for your service on July 8th. Now you may have said you were porting on July 12, but Verizon does not have a crystal ball and not all customers follow thru with their plans. When you request a port from another provider, Verizon does not cancel your service UNTIL the port takes place. They do not cancel your service and then trust the port will proceed on the specified date. Since Verizon would have billed you for a "month in advance" on July 8, did you also ask if you would get a refund of a portion of your bill? You don't say you asked that question, but you may have done so. I assume you didn't, otherwise you would have pointed that out I suppose.
It is doubtful you will get any pro-rated credit on the remainder of the billing period, but good luck anyway.
I am in no way trying to be pro-Verizon here as I have been labeled more times than I can count. Just trying to point out Verizon's policies are easy to find in the contract. Also anyone on these forums would have been able to give you the correct information.
I am aware there are several people who claim to have been lied to by CS reps. Whether it is a lie or simply a misunderstanding, I don't know as it has NEVER happened to me in the many times I have interacted with CS. Of course, I try to research the question prior to asking CS if they give an answer which contradicts the contract or a "partial" answer which sounds like what you may have gotten when they confirmed you would be paying for a "few days of service, right". Technically, that statement is correct, but what they failed to explain to you was that you would have already been billed for a full month and would not get a refund. Technically when you spoke "at great length", this was explained to you, at least as you have mentioned in your story. As this part of the question may have been several minutes from your question about pro-rating, you may have thought it didn't apply. Quite possibly a simple misunderstanding, I have no way of knowing. Partial answers when you fail to ask the correct questions sometimes sound like lies.
Finally, good luck with your new provider if you choose to stay with them.

Is there any way to get the latest equipment? ( The Verizon anti-loyalty program.)

My DVR is the old 80GB model. The new 500GB model has been available to "new" customers for some time now. Current customers can only get on a "someday" waiting list. Full story below. Incidentally, this is the worst treatment I get from any service I pay for from any vendor. If I could get fiber from anyone else, I'd dump Verizon.
I am extremely unhappy with my FIOS service and the general treatment I have received in the last month. I have been a loyal customer of Verizon FIOS for a long time, years, I was an early adopter. I called in December (my contract was up again) and in order to renew I asked for an equipment upgrade (my DVR is too small). I was promised an upgrade and renewed my contract. I was sent to different boxes containing the same equipment I already have (which I returned). After many hours online and on the phone sorting this out of 2 weekends we finally sorted out the problem. The requested DVR model I was promised and have asked for since early December is only being given to NEW customers. As a loyal customer who has given Verizon thousands of dollars, I am punished by being denied access to modern equipment. I was told as a current customer I could sign up on a waiting list and someday the equipment will be offered to older customers (I can only assume after every new customer in the world signs up). I was alternately told by a customer service rep that the only way to get what I asked for is to rip out all my current equipment, send it in, make and wait for new installation appointments, and become a new customer. THIS IS UTTERLY REPUGNANT. I have been with Verizon for years. I believe I am not less important that anyone off the street that wants to sign up. Is Verizon willing to do anything at all about this? Is this my reward for years of paying Verizon, to be treated like a second class customer and offered untenable options??? I feel after all my loyalty and lots and lots of cash over the years I deserve the same thing as any other customer.

transon wrote:
not sure I understand. You're spending your own money to buy a Tivo to use a service Verizon provides? Like instead of expecting them to keep your equipment up to date? (or at least allow you options equal to all other Verizon customers)
I have one TiVO HD now, and adding another would be great. Have you ever used a TiVO guide and actually got what you wanted to record? I pay TiVO $9.99 a month because my commitment is up, and Verizon $3.99 a month and get everything but Widgets I don't want. VOD they charge to much for, Remote DVR programming that only works when you don't need it. I have a 1TB internal drive I installed. Get my point?
Under $15 a month and does everything I want. I thought I missed the VOD untill I got it back for 2 months and decided I didn't need it. Multi Room, don't need it. Tried it once and canceled it. The only reason I have MRDVR now was to get the discounted HD boxes which they do now anyway. Shame they started that a month after I picked up the VZ DVR.
I did sugest that Verizon partner with TiVO and cut their development cost, and that was given a not likely response. Yea if Verizon offered a TiVO with the guide TiVO provides, TiVO VOD options, Verizon VOD options, Verizon Widgets, I would give Verizon $20 a month no problem.
I had a Verizon 6216 DVR for 4 years, a TiVO still for over a year, and now a 7216 for about 2 months. I like TiVO. Sorry Verizon.

Verizon's response to my 14 years of Loyalty

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