Verizon wireless customer service and the iphone 6

I just upgraded to the iphone 6. It is a nice phone. Fast, sleek, seems more durable than the reports of it bending etc.
(Knock on wood).
The biggest problem I have is VERIZON. Having been a customer for well over a decade, I was annoyed that I had to pay them $30 to sign a two year contract to give them money in exchange for service. Why the fee, I ask?
"Because everyone charges a fee". Cool. There is also a cliff right over there.
The customer service agent was polite and offered to offset this charge on my next bill, and to go ahead and pay this fee on top of the $300 for the phone. I did. And signed the next two year contract. Did he give me said credit? Nope. When I asked the next customer service agent of this, she said "we don't do that". When I asked Brandy, a supervisor, she also stated that this cannot be credited. Convenient timing as I had already signed the contract. I don't like giving money to companies that trick people out of money. I think I have out grown Verizon. Or Verizon's customer service has outgrown itself.
Regardless, it's the principle. Getting lied to and treated like a sucker doesn't feel good. And I paid money to have it done to me.
Thanks Verizon!

Bluevelvet, I'm sorry you feel this way. Although it was a difficult decision to implement the upgrade fee, we did decide that doing so would allow us to continue to provide savings to our customers. While a $30.00 upgrade fee may not sound like savings, the savings comes in the form of being able to subsidize our devices with contracts. Additionally, the upgrade fee can be avoided with Edge since the device is not subsidized.
You mentioned purchasing an iPhone 6. I'm glad to see that you are happy with the design and performance of it. Normally, the iPhone 6 16GB (I'll use this for an example) is $649.99 for full retail. With the larger memory and different model, it's even pricier. By charging a $30.00 upgrade fee, we can subsidize this cost for you in exchange for a two year contract, so intead of paying $649.99 out of pocket, you only have to pay $199.99.
I do want to review the offer that was presented to you. I have sent you a direct message here. Please reply to the direct message.
AndreaS_VZW
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Similar Messages

Very fed up with Verizon Wireless customer service, wanting to cancel?

Let me start by saying I've had Verizon since it was Bell Atlantic Mobile. As a current customer I have 7 phones and a hotspot, my monthly billing is somewhere in the neighborhood of $600 a month, my service has never been turned off for non payment. I know in today's wireless this doesn't make me a special customer, if anything just a good customer to have if you are lucky enough to have me.
I only call into Verizon customer service when I need something. Not want, not to complain, only need something. Lets give some examples. I received a $3,000 bill in the mail that had a ton of international LD charges on it. So I call into Verizon because me nor my wife knows anyone in the Caribbean. Not one to jump to judgement I politely called my wife first and asked if maybe she had a pool boy that went home to S. America that she was keeping in touch with, she assured me that she did not so then I called VZW. It ended up being fraudulent activity that I spent a good deal of a day or so ensuring they were going to credit it off, and to VZ credit they did. As annoying as that it, I understand that it happens. Lets rewind to my previous phone call a month before this happen.
I added my wife to my plan, and my rate actually remained the same with the new plan (we won't complained that obviously that means I was over-billed for maybe two to three years if I can add a line and the rate is the same) so I was happy. What I wasn't happy about was when I added her onto my plan I saw my upgrade date had been moved from 22 mo (which is what I agreed too, signed for, and used too) to the full 24 mo. Calling into VZ customer service I just wanted what was fair, the ability to upgrade at 22 mo. After being told no, hung up on by a supervisor (accidentally I'm sure) while they "researched" my current, 7 line $500 a mo account, and then calling in a finally getting someone who gave a rip, they told me I would manually be allowed to upgrade but I would just have to call into customer service and not go into a store. To me this was fair, but again a good hour wasted trying to receive what I deemed fair to myself.
So, ff to after the $3k bill, which occurred after seeing my upgrade date changed, while my pregnant wife is out, and I'm at work I attempt to call her and I receive a fast busy on my cell. I message her, same thing. I log into my online account to see if I have forgotten to pay the bill and its paid, however I see my two devices has been changed from my i phones to some old Samsung phones. Unfrigginbelievable. Some one, some how, has swapped my phones with someone else phones. Once again I check with my other lines to see if something happened accidentally, I was almost sure one of my sisters (one of the 7 lines) had went into a store and screwed up the account. I called both (I own an ATT iphone as well) and neither has changed anything. I then called VZ from my ATT phone and ask them WTH happened? Being a former telecommunications rep I ask all the relevant questions (can you give me a location id where the change was made? Was it online or a store? etc), after being blamed of changing it myself, I finally got my original phones turned back on for my wife and I. However I then address the obvious with the representative, "honey your customer accounts are being hacked, and it's serious, I've been hit twice in three months." Knowing this rep is on the bottom rung, will probably mention it to her supervisor who won't do anything about it, I also forward a suspicious text to VZ fraud dept as well. While on the phone Im assure this won't happen again and for "safety and security" we changed my verification password.
So lets count, we have my account hacked once and my phones swapped, we have my numbers hacked and used for LD calls to the tune of $3k, and we have me adding a line and seeing my upgrade date has changed. This is from July to DEC 2013
FF to 2014 Jan, my father is concern about his hotspot usage and would like to know why he keeps coming close to usage. After explaining to my dad he shouldn't be using his ipad to view anything on NFLX he assures me he is not. So I call in to verify what line is using up all the data usage on the account, when asked to verify my code, you know that code we assuredly had changed a few months earlier, Im told I need to go into a store and show ID. Not sure about everyone else but I don't really like near a corporate VZ store, and secondly I can verify my SS, address on both accounts, all MTN's, when the phones were activated etc. Yeah I just don't have the verification code that you guys supposedly changed after I requested a specific code since my account has been HACKED 2x in 6 mo. Oh yeah, ALL I WANT IS USAGE ON MY ACCOUNT to see who's hogging the data. Sigh. After reasoning with the representative (and threatening to take the day off to escalate this up to the call center director if I need to so I can find out who is using up the most data) he gives me this information, and finally corrects my pass code. I apologized to the rep because I know he's just doing his job, but at this point every time I need something simple from VZ it's an act of congress.
So lets go to what is the final straw for me, my wife and I welcomed our first child into the world on Feb 7th. On the day we took him home it was raining pretty bad and her phone dropped and basically became water damage, once I had time to call in I was simply going to upgrade my line (remember that promise to upgrade manually if I call customer service) and switch my phone to hers. Well I call in an after not finding the note (on hold 15 mins, then once the nice young lady came on line she had me on hold for maybe another 5, and her advising me of all she couldn't do), they finally locate the note that I am allowed to upgrade and bill my phone to my account EXCEPT an iphone. Not to sound like a pretentious apple whore but everything I use is aapl. Two laptops, one desktop, 3 iphones, 2 ipads, 2 ipods and a partridge in a iphone tree. Yeah Im that guy. At this point I tell her (VZ customer service rep) of my last 6 mo. with VZ and at this point, Im beyond frustrated. My wife needs a phone and Im supposedly allowed to upgrade yet again VZ is telling me what they can't do. Im not asking for a free phone, I just wanted to pay for a 64gb, iphone 5s, and switch my existing phone over to my wife number.
I ask the representative to just take ownership of this, I cannot spend hours on the phone with VZ every time I call in. At this point I wanted one of two things, either allow me to upgrade my phone line or just zero out the contracts on these two lines and allow me to leave. I have been more than patient and understanding with VZ. At this point I believe any rational objective person can agree, VZ and I need to break up at this point. Even the representative is in a bit of disbelief, she assures me she or someone will call me last night.
Well now it's today. Ball is in your court VZ. Im a good day away from buying the domain, www.VerizonETFclassaction.com, tweeting it at you, making it a comment page until some ambulance chasing attorney decides to make it a class action case. I couldn't care less about the money as much as Im demanding FAIR customer service to customers like myself that dealing with your nonchalant bullying. So I ask you, what do you think is fair at this point? Contact me directly. Thanks.

Well that's several minutes of my life reading this long post that I'll never get back....
I'll explain somethings to you. 1...This is not a direct message board to a vzw rep or higher who will read your post. 2. Yes, although things that happened to you are unfortunate, YOU have to take ownership of your account. Verizon does not babysit accounts. 3. Also due to high cases of fraud vzw does not allow I phones to billed to consumer (and possibly business) accounts. I never understood why cell phone carriers allowed phones to be billed to the account anyway. If you want or need the phone that bad pay for it like any other customer. If you can't do that and want to "break up" over it, be my guest. However any lines still under contract will be subject to a valid etf owed by yourself. 4. It was well publicized that upgrade dates would be changed going forward from date of said announcement. This was in bill notifications and print media. It's not Verizon fault that you may not receive a paper bill however if you log in your account you can regular see notifications.
congrats on the baby, sorry for the wet phone (again not a vzw issue)
See a pattern here?

Verizon Wireless Customer Service Complaint

I want to either file a complaint for the horrible customer service I received from a Verizon customer service rep and manager or learn how to file one. I just transferred from AT&T 2 weeks ago and I am already regretting it. I cant seem to find an email to be able to do this. If I dont hear from anyone with Verizon Wireless, I will just let T-Mobile buyout my contract or anyone that wants to buy me out. Kathleen KBG Verizon Wireless Customer Support
Thanks.

Dear Verizon Customer Service
On the 3rd of October I came into the Verizon Wireless-4G store on 8726 S Sepulveda Bvd Ste C, Westchester, CA 90045 where I requested to set up a new account with Verizon and pre order a new iphone 6. The employee (Michael) who set up my account, copy pasted my address from my drivers licensee without verifying with me if it was my current address. After completing my order, I signed the contact only to find out later that the incorrect address was used. So I walked into the store a couple days later to notify your employee (Michael) that the address was incorrect, but he assured me that it could be easily changed once my phone was delivered to the store and my service was initiated with Verizon. Finally on the 21's of October, when I came in to pickup my phone and complete the application, (Michael) who had initiated my application was not present, so your employee Steve Martinez was left to complete my application. From the beginning he was not only very rude, but seemed unwilling to help me, mentioning that I should wait for Michael to continue with my application, but due to my limited time, I asked him to continue with the process. When I told him that I wanted to update my address, he told me that I would not be able to do that without a proof of address. So due to my limited time, I told him to continue with my old address, and I would switch it at a later time. He denied this request, stating that he would not continue with my application until I gave him proof of a different address. I pleased with him to help me figure out a way to solve this problem and try other options, but he absolutely denied all of my suggestions or requests, stating that the only way he would continue with my account was if I provided him proof of my recent move to a new location. Following this exchange, I tried to contact customer service for help, but they notified me that the only person that could help me at this time was an in-store representative Steve Mendez because my account was not yet active. No matter how many times I asked for his help, Steve refused to continue processing my account, going so far as to say that If I wasn't happy with his service, I was welcome to a full refund and removal from Verizon service. Extremely unhappy, I left the store and took a taxi to my rental office in order to obtain a copy of my lease agreement. Finally after almost two hours of transportation, I returned with all the requested paperwork, and found that (Michael) who had initially started my account was present.
At this time, Michael notified me that not only did I not need the extra paperwork to complete my order, but that he only needed my old address in the first place to initiate my account. So after couple waisted hours and 43.51$ dollars of taxi expense, I was finally able to complete my Verizon application with Micheal. As a new Verizon customer, I am very disappointed with the level of customer service I received from Steve Mendez, who seemed more willing to transfer me to another company that work with me to figure out a solution to my problem. I had looked forward to starting service with your company, and it is unfortunate that my first experience with your employee's was such a poor one. In response to the recent incident, I would ask that my account be credited the 43.51$ that I needed to spend on transportation moving back and forth to retrieve a document that was not even used to setup my account. I can send receipt as a prof.
Sincerely, Sonja M

Very disappointed in Verizon Wireless customer service

I have been a Verizon customer for about 10 years. The customer service is now the worst it has ever been. I have an upgrade due and i wish to bill my account. They say I cannot because my account was past due ONE time in the past six months. Past due for probably around 10 days. They say this is the reason why. When I point out to them that this is not their policy they do not care, they refuse to let me bill it. Their policy on their own FAQ clearly states:
What determines if I’m eligible for the bill to account option?
The following requirements are used to determine bill to account eligibility:
You must have a standard monthly account* for at least six months.
The maximum amount that can be billed to an account per bill cycle is $400, and the transaction can’t exceed this limit for your current bill cycle.
Note: The limit includes pending and recent transactions billed to your account by phone, online or in-store during your current bill cycle, For example, if you purchased a $100 item in-store and billed it to your account earlier in your bill cycle, your online bill to account transaction can’t exceed $300.
Your account must maintain a good payment history. (YES)
The account can’t have been interrupted for non-payment within the last six months. (IT HAS NOT BEEN)
The account can’t be more than $24.99 past due. (IT IS NOT)
The account must be permitted to make payments online. (IT IS)
Your account can’t currently have a security deposit. (I DO NOT)
The phones on your account can’t be interrupted for suspected fraudulent activity. (NOPE)
You must be the Account Owner or an Account Manager in My Verizon and process your transaction from the Upgrade Device page.
No where does it state what they have told me. I have a good payment history, I have not been interrupted, I owe no money. As far as
I am concerned I qualify just fine but they refuse.
At this point its the princible of it, Would I like to upgrade? Sure! But I wont, just based on the fact that I should be able to bill
it to my account and they refuse.
My contract is up in November, I will cancel and i will go to another carrier because basically the customer service and their
refusal to abide by their policy and correct this has completely turned me off.

The good payment history, as Ann154 states, means payment on time monthly. Instead of voiding a customer's "good payment history" for a late payment six years ago, for example, they instead limit it to the past six months. And the six months to wait for good payment history to be restored begins on the day the late payment was made. The policy might not suit what you want, but VZW is adhering to the guidelines with every customer. Telephone agents aren't able to change bill to account status, either.

Verizon Wireless Network Extender and the Terrible, Horrible, No Good, Very Bad Customer Service experience

It was a dark and stormy night...
For the past eight years, I had been happy with Verizon wireless service. Great coverage and rarely a dropped call. However, all of that changed when I moved into a lovely mid-century modern condominium. The solid concrete walls and ceilings were blocking my attempts to communicate with the outside world (i.e. order pizza).
Enter the Verizon Wireless Network Extender! My own personal cell tower! Alas, the VWNE was $250, which was a lot of money. So, being the resourceful recycling advocate that I am, I procured a refurbished one and hooked it up to my network. Then I called Verizon to begin what would soon become one of the Bottom 10 Least Enjoyable Experiences in customer service history (note: obvious foreshadowing).
The first technician I spoke with was Benjamin, who was actually quite helpful. He noted the VWNE's MAC address and other information before attempting to allow me to access my unit. But he could not. Why? Apparently the unit was still registered to another Verizon customer. He told me the matter would be forwarded to "Verizon Correspondence Support" who would contact the registered owner and get their approval to reassign the unit.
A week later, I called in to ask about the status of my request, but was told by Darryl (another tech from the VWNE department) that the "Verizon Correspondence Support" department did not exist. Did. Not. Exist? Fine, I explained the situation again, and Darryl eventually told me he would submit a special access form which may resolve the problem. He apologized for the mixup, thanked me for my patience, and told me to wait 24-48 hours for his return call with the results.
120 hours later, I called to ask about the status of the change access form because I had not received a callback. Michelle, another representative of VWNE support, told me there was no record of this form having been submitted. No. Record...? After which, she made no effort to help me after reading through my transcript. In fact, quite the opposite. To paraphrase...
"I'm sorry we wasted two weeks of your time leading you to believe we had a solution. Actually, there is no Verizon Correspondence Department, there is no special access form, and no tech will be calling you back. Furthermore, I will not allow you to use our unit because the previous owner hasn't filled out Release Form 27B stroke 6. For all I know it might have been stolen. Perhaps by you? I guess we'll never know for sure, because I won't contact the owner for any reason. In fact, there is nothing I can do to help you whatsoever. But if you like, feel free to throw our network adapter in a landfill. Thank you and have a nice day."
OK Michelle, here's the deal. I don't even WANT this doohickey. You see, all I want is for my phone to work. That's why I am calling you. To get THIS piece of your equipment working, at my expense, so that I can continue to be a Verizon customer. Seems like I'm doing my part. Why is this so difficult?
"Sorry"
Lesson of the story? DON'T BE A MICHELLE. If a customer is in trouble and you can't solve his/her problem, contact a supervisor and work out an alternative. In my example, perhaps Verizon could have provided me with an "official" VWNE? At a discount? Or have a technician sent out to examine the signal? Really, *anything* is better than being brushed off. After being brushed off.
After being brushed off.

Follow up: I acquired another VWNE from a local seller, just in case he had to be contacted for the Nuclear Priority Phone Release Code (geez). Ironically, it wasn't necessary, because said fellow had already left Verizon after too many negative customer service issues. Oops.
The good news is that Verizon was able to properly activate the second unit. I was connected to a VWNE tech named Bertha who was VERY helpful and treated me like a human being. Which made all the difference and restored my faith in humanity. I requested that my story be relayed to upper management so that the hordes of secondhand VWNE buyers wouldn't also get burned by Verizon's "hands off and look elsewhere" policy. Bingo. Finally. Done.
Epilogue: Until Verizon eases up on their needlessly stringent policy, beware the unchecked VWNE! Be sure to get the MAC code and check it with a local store/tech support before buying it.

Verizon Customer Service and Samsung Galaxy S III

A little over 3 weeks ago I purchased a Samsung Galaxy III phone from Verizon.
The exact store is:
224 North Weber Road,
Bolingbrook, IL 60440
(630) 226-4660
When I purchased the phone the person who sold me the phone told me that I had 30 days, If I was not completely satisfied with the phone I could return it and get my money back. However, he assured me that I would LOVE my new phone.
I had just come off using a Blackberry for 4 years with no problems AT ALL! I loved that phone, but I thought it would be nice to get up to the 21st century phone standards and get a touch screen phone. Well, I went for the best…… or so I thought.
As soon as I got my new phone in the car, I started using the speaker phone hands free. The speakerphone began to cut in and out and the person, my husband whom I most speak with could not understand what I was saying. I used the speakerphone on my Blackberry without issue. I did not think much of it because I was so happy to have my new phone. I thought maybe I was just in a bad area etc… Well the issue persisted also when I called my bank, my husband’s mother, my mother and it did not matter where I was the speaker phone did not work properly. Then my phone started to drop calls. Again, I thought it may have been the area, but it started happening a lot. So now I was really beginning to wonder. Having though I was still under the 30 DAY warranty, I gave it a few more days. I began having to take out the battery to reset the unit because apps where disappearing and when I went to re-install them the unit indicated that app was already on my phone and wanted to know if I would like to uninstall the app. I had to once again take out the battery and have the unit restart. Well, I could not take it anymore. With all of the things going wrong only a couple of weeks after purchase, I had to go into the store and see what they could do for me. I went in and explained my situation to the manger who was greeting people at the door, I think her name was Katie or something like that. She put me in line on her IPad just like everyone else for someone to assist me. I was assigned to a very pleasant associate who took the battery out of my phone and said try this to see if this works for you. I, not knowing very much about the technology said ok and walked out of the store. Well it kept on getting worse. I went back to the store on Sunday, September 30th 2012 asking for my money back or a new replacement for the phone. They would not assist me. I started with a regular associate and went up the chain finally getting Katie (the store manager) who repeated everything that everyone else said. So, obviously, she has no managerial skills at all. She stated that they would have to totally reset my phone to see if some apps where conflicting etc. Isn’t that what you purchase a Smartphone for??? To put apps on it and calendars etc. I just downloaded a calendar and Xfinity because that is what I have my e-mail on. I don’t’ think that was the issue, but you could not tell Katie anything.
I wanted a new phone replacement or money back as I spent $300.00 dollars on this phone. She would not have it. She said we have to go through the proper trouble shooting because I was out of the 14 day return policy!!!!. OMGsh 14 days???? I was told 30! Had I known this, I would have gotten my money back the first time I took the phone in for the issues I was having. At that time, I was still under the 14 day policy! I proceeded to express my opinion to everyone in the store stating “Don’t buy a Samsung Galaxy III” They are pieces of **bleep**. Well, needless to say Katie did not like that and she set my phone down in front of me and said, if I am going to swear, she is not going to help me. Ok, then I re-worded my statement to tell everyone in the store “Don’t buy a Samsung Galaxy III they are pieces of garbage” I cleaned it up a little, but still got my point across. I also told her that I would blog about it and send a letter to the corporate office of both Samsung and Verizon. I don’t think that she believed me, but here I am taking my time for this stuff. Time I don’t have much of, but I feel very strongly about this situation. I was lied to and Katie had the nerve to tell me that if I get a replacement phone from them, it would be a refurbished unit even though I just purchased the unit 3 weeks earlier. THAT is unacceptable by any standards!!!
Needless to say I left the store totally dissatisfied with Verizon’s customer service and the Samsung Galaxy III phone. I have not put any unusual apps on my phone nor have I downloaded a new calendar to my phone and I am still having the same issues with dropped calls and bad speaker phone. I will not put any time into this phone for them to tell me they need to reset the whole darn thing again! I am not going to bother going back to that Verizon store, because I know that they will not lift a finger to do anything about it.
My husband wants an IPhone 5. We will not be purchasing this from Verizon and I will probably eat the cancellation fee and go through AT&T so that my husband can get his IPhone. I will never purchase another thing from Verizon, this is not the first time that that they have let me down.
I hope that this letter, blog, facebook, YouTube note will open some eyes with regard to Verizon customer service and the Samsung Galaxy III phone. I don’t know if it will, but with social media as it is, I hope it DOES!
Thanks for nothing Verizon!!!
Sincerely
Donna {edited for privacy}

These forums are dedicated to Residential products and services offered by Verizon.
For help on Verizon Wireless issues, please post your topic on the
Verizon Wireless community.

Digusted with the lack of Customer Service and Complete disregard for Inconveniences

Its a shame I have to come here in order for my voice to be heard. I have spent many hours on the phone with technical support and customer service and it has been to no avail. As a longstanding verizon wireless customer I assumed the high level of customer service experienced there would be translated when I decided to pay MORE money and switch from DirectTV to Verizon FIOS. The last few days have proven me wrong as I still remain without internet, tv, or phone service due to a technical issue beyond my fault. I spent an hour on the phone yesterday only to find out a technician would need to be scheduled and sent to my home today. Working in sales, I have reports I must complete each day requiring use of a WIFI connection so this was already becoming an inconvenience on top of the fact I had to be available between 8-12 and miss a half day of work. Not only did the technician never show up but lied in the notes and stated he/she made an attempt to reach me by phone. My call log shows no incoming phone calls during anytime between 8-12 today. When I called tech support to check on the status of when they would be getting someone back out they informed me I would have to wait until tomorrow afternoon before someone could come out. I expressed my extreme displeasure with having to miss more time from work (which is additional money lost) and inconvienece as I would have to move my day around to find a place with free WIFI after work hours to complete my reports. Traffic in DC is not friendly and this has completely turned me off. Veriozn FIOS is unreliable and the level of service I have received to date has been sub par to put it politely. Offering me 2 pro-rated days back on my service doesn't even begin to compensate for the missed time out of work nor the gas and inconvience of running to the nearest free WIFI so I am able to do work required of me. I decided to switch to FIOS because of the verizon name assuming the quality of the product and level of service would be one I could depend on. This has been the farthest thing from what has taken place. I now have another appointment tomorrow and quite unsure if anything at all will happen. I need some somebody from corporate to receive this message as it took me forever to find this forum to express myself and try to come to some resolve to make things right in this situation. None of your customer service reps possessed any information on how to contact corporate and due to my experience I can see why. You all would likely have to hire full time stafff to accomodate the level of complaints coming in. Pending how this situation is resolved, I may or may not take my story to social media and as many review and blog sites as possible. Verizon FIOS has ruined my day and I hope that someone will care enough to make this situation right.

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

Disappointed, can no longer trust Verizon for customer service

Looks like I'm not the only one disappointed in Verizon's customer service, I've already seen a number of complaints on forums and this website itself.
I'm writing this "discussion" in efforts to get something done about Verizon's customer service. Yes, I know there are good customer service representatives but also there are bad representatives that can definitely bring it down for customers like myself.
I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which sucks because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
Verizon needs to do a check up on their customer service representatives and work on getting the window of communication open and seriously attend to the needs of customers because they just lost one customer who has been with them since 2008

I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
Crack voided the warranty, hence the 299.99
The rep made a mistake by judging this as a phone that could be exchanged by warranty, when it wasn't. Plus he / she should have informed you about the fees that do occur when / if the phone seems to be physically damaged.
How did you know the phone had a crack?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which ***** because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
In this case you could return the phone and use the $300 or even less to purchase another phone of contract (third party sites).
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
This would be the best option in my opinion as you'll get a great phone for discounted price
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
That problem is solely based on the store, and who manages it. Same goes for every other business out there.
Same goes for the Customer Service line.

COMPLAINT! Customer Service and Billing!

Duplicate post - please see:
COMPLAINT!! Customer Service and Billing!
Message was edited by: Admin Moderator

Wow so sorry to hear of your issues with customer service.
I have had the same run around with Verizon wireless customer service.
Depending on who you talk to you get a different answer every time.
How can you make changes to your account when you never know what the "actual" bill will be ?
Have asked to speak to a supervisor and was denied, that is not right.
You could try contacting the BBB maybe they can help you out ( may need them also )

Bad Experience: Customer Service and Automated billing

I signed up for automated billing before my first bill was due on my u-verse and internet services. My online account and the automated telephone services said I was enrolled in auto pay so I assumed that meant my bill would be deducted as I had signed up for. Apparently automated billing can begin anytime and could take "up to 1-2 billing cycles". I signed up for automated billing so I wouldn't have to deal with late fees (we also have automated billing for our cell service through AT&T and have had for years) because we are extremely busy right now. Of course automated billing conveniently doesn't start now and AT&T informs me 10 days after my bill is due. I call Customer Service and the rep acts like I'm ignorant for not knowing that automated billing hasn't started yet and that there will be a late fee. What a nice reward for signing up for automatic bill pay. Most companies give incentives like a percentage off their bill and can figure out how to get the auto pay set up immediately. Not AT&T. They instead pull a "in the fine print" move and tag on a 9.00 late fee for missing your payment. Not happy and we have been loyal AT&T phone customers for years. Will be reconsidering TV and internet services now if this is the direction AT&T's customer service is headed.

Well, they did say it might not work until 1 or 2 bill cycles, so if it was me I'd check online for the bill.
Personally I signed up for autopay to my CC the day after I was installed, but due to being installed on the start of my biling cycle day, I didn't get a bill for 6 weeks. Even then everything got paid on autopay due to having 2 full cycles on my bill.
Might get some relief from ATT Customer Care, click the ATT Customer Care link in my signature below, send the PM, explain your autopay situation.
Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope, upper right on every page, for their reply. Good luck
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Frustrated, irritated, disappointed and extremely ticked off 16 1/2 yr Verizon Wireless customer!!!

This is a long one, so you might want to get comfortable!
As stated in the "subject", we have been with Verizon for over 16 yrs. with NEVER a change to any other service...SOLID!!! We purchased 4 Samsung Fascinate phones at Christmas and LOVED them...until the latest update about a month ago. From that moment, it has been nothing short of hell!!! Dropped calls, no calls, voicemails on calls never received, failed receiving and sending of texts, email failures, internet malfunctions or no availability, phone locks up(happened before updates periodically, but not near as often)...the list goes on and on. Probably wouldn't have noticed the issues as much had we not had FOUR...but all four of us were having problems. After about a week or so, we went into a store and were told they didn't know anything about the issue with the phone(we had already put together the fact that it had something to do with the update!) and said they would "research" it and give us a call. The next morning we received the call stating that "yes" there were problems with the update and that we would need to come in and Verizon was offering 3 NEW phone choices as replacements. (NOT "LIKE NEW REFURB" phones...NEW PHONES) We went up to the store and picked the Charge...we are not "techy" folks, we thought it was the most like ours and then the sales persons tells us it is the best one to replace ours being a 4G and all and also stated she was surprised it was on the list as a "NEW" replacement...then the circles began. The salesperson went to order them and we were told they were out of stock and that the best thing for me to do was EVERYDAY dial *611 and ask if they were back in stock at the warehouse...not that she would continue to check, God forbid there be any customer care service...but for me to do it and she handed me a "Post it" sticky with the phone listed on it and *611...I guess in case I forgot the name and #...LOL
I called the next day and was told, "Oh, no, we can't help you here. You must go into the store directly." So, I explained what I had been told and was informed that the warehouse would sent out a message to let the stores know they must handle it in-house and not let the customer call the warehouse on this issue. I was then connected back to my local store, where apparently the call "rolled over" because it connected me back to the warehouse and that representative proceeded to tell me I had to call the store. I informed him that I had and it had come back to them AGAIN! He suggested I "try the store again", so I did. And, AGAIN, it rolled over to the warehouse...I was again connected back to the store where a "precious" sales associate informed me, "yeah, we're all out of them" and also when I explained that I kept calling the store but getting the warehouse, "yeah, when we are busy or something and don't answer, it rolls over there, sorry, you'll just have to keep trying"...!!! Then, last night while speaking with customer care Noah(who was AMAZING!!!), and after almost 2 weeks of being told that they were out of stock on the Charge phones(I'm still thinking NEW phones)...in fact, there were over 9000 in the warehouse and to let him get me connected with a technician to get these ordered out to me. I was then connected to Kevin. After going through my frustrations over the past couple weeks trying to get these phones, he informed that that I was again, misinformed and that they were in fact "out of stock" on these phones! LIVID at this point, I ask how in the world can 1 minute there be over 9000 and now NONE?!? That is when I am informed of the "like new refurbished" replacement. I can only say I lost my mind in that second!!!
I realize that we are mere shads in this ginormous pond called Verizon and my tiny $280 monthly bill is nothing in the grand scheme of what is Verizon. However, I have been a LOYAL, CONSTANT for over 16 years, spending THOUSANDS AND THOUSANDS of hard earned dollars with them and was happy to continue to do so until now. I also realize that there are 2 other phone options for us to choose from...but now it's the principle of the matter. It's one thing for me to buy a phone and after months of wear and tear, something go wrong with it and they send a "like new refurb" phone...I get that and we have used that service several times over the SIXTEEN YEARS+ we have been with Verizon Wireless. However, this is not that same issue...I bought a NEW phone and that NEW phone was working perfectly and we were all 4 completely happy with that NEW phone until an update was sent out that made the phones completely malfunction. I also realize that it was a Samsung update...but that is between Verizon and Samsung.
I think we've proven our loyalty over the last 16 1/2 yrs to Verizon...and do not feel it is unreasonable to think that they should send us NEW phones to replace this issue between them and Samsung. In the grand scheme of that, given our long history with Verizon...they stand to make another several thousands of dollars off of us, which, I'm pretty sure would offset the cost of these Charge phones. I know we are not the only ones having issues with this phone and feel everyone deserves the same courtesy with a new phone! I'm disappointed that Verizon's actions with me on this issue has me questioning my loyalty and looking at my options with other carriers...I think I've proven that I don't like change...I wish they would prove they don't like customer change and step up and send me 4 new phones!
Sincerely,
Frustrated, irritated, disappointed and extremely ticked off 16 1/2 yr Verizon Wireless customer!!!

@ spottedcatfish
April/May 1995...you do the math sweetie...
I realize that Samsung designed the update, not Verizon...however, Verizon and Samsung have an agreement with the phones offered, therefore, Verizon accepts any updates Samsungs puts out...that has nothing to do with me, until my phone is completely jacked!
If you read my post in completion, you would see where I stated that we have had on several occasions used the "like new refurbished" phones offer on our phones. This is exactly what we are doing now, except it was never stated to us in THIS instance that it was "like new", we were told "NEW"...however, it is irrelevant as being "like new" when there are none in stock to replace ours with. That was one of my points! At this time, with them being out of stock and us battling with them for TWO WEEKS over getting FOUR phones replaced...I feel they should send new ones if that's all they have in the options offered to us. So your statement of them "doing us a favor" is a pile of cow dung...but thank you for the input...
And, again, yes we still have the Fascinate because, as stated in my post, when I call *611...they cannot help with this issue...it has to be handle in the store and they say the warehouse is "out of stock" and we should just keep calling back everyday...
Thank you for your amazing reply!

My wife and I went to the Verizon store to purchase her an iPhone 6+. We were told of this great promotion to receive $200 back and the iPhone 6 was $199. Great deal, we thought! I bought an iPhone 6 and my wife an iPhone 6+. We were told that we woul

My wife and I went to the Verizon store to purchase her an iPhone 6+. We were told of this great promotion to receive $200 back and the iPhone 6 was $199. Great deal, we thought! I bought an iPhone 6 and my wife an iPhone 6+. We were told that we would get the rebate when Verizon received our phones. I got my phone and went online to print the return label. My wife iPhone 6+ hasn't shipped yet. I found out that the promotion ended yesterday and that I should have printed the label before that time. We lost out on the rebate. What a scam! I went to the store and was told that it's the customer’s responsibility to follow up and that all of their sales reps were trained to ensure the process was understood. We left the store believing that we would have 14 days to return our phones. This would never have happened if we received written instructions. It was the stores responsibility to ENSURE that the customer received the correct procedure information. Obviously a scam on Verizon's part! Is this the stores issue or Verizon's? How can we get our rebate?

That is not what my trade in disclaimer said at all... You had to PURCHASE an iphone 6 by 10/15. But you have seven days to send the device back after receiving it...
How could I send my iphone in before I received the new one? I would have no cell phone for a month because it was on back order.
This is the email I received after submitting my order:
"The appraised value includes a promotional offer that requires a purchase of an iPhone 6 or iPhone 6 Plus on Verizon Wireless by 10/15/2014. Your device must be mailed to Verizon Wireless within 7 days after receiving the new iPhone 6 or iPhone 6 Plus but no later than 12/01/2014. Device received after 12/01/2014 will be reassessed at current market value. Damaged and non-working devices will be appraised according to their condition at time of inspection."
Hope this helps in some way.

MiFi 2200 is junk and so is verizon's customer service

I bought a Verizon MiFi 2200 and when I was talking to a version salesman in the store he assured me I would have signal at my house and it would work. He promised me if it did not work and I did not use very much internet and I returned the mifi within 30 days I would not be charged anything, even the restocking fee. Well I took it home, plugged the mifi into my laptop and it started to download the software and within 1 minute my laptop smoked (I mean smoke came out of it). I don’t know if it had anything to do with the mifi or not. So I hooked it up to one of my desktops and took me 3 days to get it to connect (after I talked to Verizon via the telephone, they told me a tower was 4 miles from my house and I should have no problems connecting to it. They also said the tower was to the west of me) So I went and got a 25 foot USB extension cable and put the mifi in a western window and finally got it to connect and I activated it. I then disconnected the usb and hooked it up to my desktop wireless and tried to open msn.com and after 1 minute half the page appeared, I moved it around the house and tried with no luck. I have the device on for about 5, 10 minutes max and decided it was not going to work. So I took it back to the Verizon store where I bought it and returned it with no problems (I did not have to pay the restocking fee). As part of the return I talked to Verizon on the phone to cancel the service and the agent on the phone said it was all good. The salesman even said we were good so I assumed we were good. Until today I get a past due notice for $235.00 from Verizon (which I only bought the mifi the 5 of dec 2010 which isn’t even 30 days as of yet, so how is my first bill past due?) so I get on the phone and after about 20 minutes they took off the $175.00 early termination fee and said I used 2mb of service so I owe them $60.00. That is **bleep**. Only having the mifi hooked up for no longer then 10 minutes and not being able to open up even 1 full page how did I use 2mb of service. Anyway I had problems with Verizon about 5 years ago and left them for AT&T and have been happy. I was stupid thinking version changed they are a very bad company to deal with and the mifi is a piece of junk.

This sounds unusual even for Verizon.
There is still options for you though.
Contact Customer Service again and ask for a supervisor.... explain the billing situation, in a (forced) calm voice, and ask for a credit to your billing. I was able to work with Verizon on many billing issues and have been able to resolve them to my satisfaction. (billed for text messaging on a data modem several years ago)
Let us know how things work out.

FIOS CUSTOMER SERVICE IS THE WORST AND I AM NOT INSTALLED YET FOR NEW SERVICE!!

So on May 20th I signed up for the triple play service for 59.99 with 2 year agreement with 4 tvs being installed with equipment, home phone service and internet/wifi. On May 25th I realized that I needed to change 3 of the boxes on my order to different ones so I called the 1800 verizon number and spoke with a woman agent who said she was able to make the changes and also wanted to verify on my order that I am getting everything that I am entitled to as a new customer to Fios so I told her okay. Never did this incompetent woman tell me that she was changing my ENTIRE ORDER. At the end of the call she said she made the changes to the equipment and gave me a confirmation number for the change.
Today May 26th memorial day, I receive an email from Verizon confirming the changes that they said I made to my ENTIRE PLAN AT 2:46PM. She cancelled out my original order I placed online and switched it to another plan that was much higher at 79.99 with additional services I did not request and the EQUIPMENT WAS NEVER CHANGE, the whole reason for my call. After reading the email and going back to the original email I received after placing my order on May 20th I called Verizon customer service. The woman I spoke to, again incompetent and unsympathetic to the situation couldn't tell me why my order was change. She couldn't tell me anything and was silent the most of the **bleep** time. (Don't these people work for the same company, she should have been able to see exactly what went on in her system.)
When she did speak she said she was reviewing what was different from the last order. I said there is only ONE order that I placed and the only changes that I wanted was for the equipment. She didn't say anything after that. So after almost 10 minutes of silence, I said well at this point are you able to make the necessary changes to change me back to the original plan I signed up for with the correct equipment I needed. She told me NO, plain out.
Are you kidding me! I never authorize the change of my package, only to the equipment and your telling me you can't do nothing about it. The woman showed no type of empathy for the situation, nor apologize on behalf of Verizon and the lady who screwed up my family order. It was like she didn't care and then said If I want to cancel the order she couldn't do that and that I would have to call back tomorrow May 27th and do so. (Shouldn't a customer service agent do whatever they could to KEEP YOU as a customer and not send you to cancel the order...big problem) I haven't been with verizon for many many years and thought I should give you people a try. The way this initial contact with this company has been has truly set the tone of how these people/company will treat me and my family for the next 2 years. This transaction has not been smooth and not somehting that I would rave about to my friends/co workers/community, I will tell them to NOT choose this company. I see now that Verizon customer service agents will add what ever they want to your account that you didn't authorize, tell you lies and not correct anything that they are at fault of.

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

Switching to Comcast: Verizon has given me the WORST customer service over the past 7 days.

I've been a loyal Verizon customer for more than 2 years. Last week, I called to transfer my service to a new address. The phone call went well, and I was promised that a technician would come the next day. After ending the call, I found out that was a lie. It would actually be 7 days later. I called back to change the date, and was told that a new order would be submitted, but since it was a Friday evening, someone would call me on Monday to confirm an installation date/time. No call came. I called again today and was told that the customer service rep would call me back in 15 minutes. That was a lie. He did not. I finally got someone on the phone, and SURPRISE! I learned that there was NEVER an order for my new service. And, no technician would be available for 7 days. This is deplorable and shameful customer service. Several lies, no follow-up when promised, and a seeming inability to get service installed for a long-time customer.
I went to Comcast's website and within 7 minutes, I was able to sign up for new service and schedule an appointment within 48 hours. Take a lesson, Verizon.

Hi,
I recently moved also, and i received a confirmation for my order saying that I would have a technican to install on Saturday July 5th from 8 t0 9am. I called multiple times before July 5th to see if there was any available slot for a sooner instalatlion, but unfortunately nothing. The multiple representatives I spoke to said that my order was confirmed, and a technician will be there on July 5th. Surprisingly, I received no call from anyone saying the installer would not be able to make it, or about the appointment being postponed. I went into work late, and still did not have Verizon triple play installed. I spoke to customer care, and was told after waiting about 45 minutes that the representative will call me back, since she could not reach to the technician.
Later that day my sister spoke to a representative, while I was at work, to see what the resolution was to the previous call. The representative she spoke to stated there was no technician assigned, and the dispatch center was not responding. So she will put a note on the account, for service to be installed on July 6th. The window was from 8am to 10am. I have still not had a technician come to my house and it is July 6th 11:40. I called to follow up on the appointment, but I was informed that the appointment is now scheduled for Monday July 7th from 8 am to 12pm. I did not authorize any changes to this appointment, and defiantely did not get any call or email stating there will be some changes. The representative informed me that a manager named Felipe authorized the technician to not show up for the appointment today, and just go tomorrow. This was not even told me to me, so i can make adjustments to my daily schedule. Does Verizon expect people to be available when their technicians are available to work? There is no professionalism going on here. Timeliness and accurate information is not something Verizon understands clearly.
I would like a reason as to why this is happening, and when I will be a satisfied customer? I have had no complaints with Verizon prior to this, and NEVER received such horrible customer service. This is totally unacceptable. Verizon has horrible customer service, and I will no be recommending anyone to get Verizon Fios. My sister has 4 lines with Verizon, that she will be cancelling due to this horrible experience, and my family members that recommended Verizon to me will all be leaving if there is no resolution to this. This is highly unacceptable.

Verizon wireless customer service and the iphone 6

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