Verizon Wireless Real Rude Been Customer At least 8 Years Get This !!!

Hello Everyone,
I have been a customer for many years and I upgraded many phones and billed them to my account and paid my account!! I have the Everything Plan with 4 lines for at least 8 years! I have upgraded many phones and also billed stuff to my account and always paid! Well my sister made a payment in July this year and it was returned to fraud charges on her bank account! All well and fine Now in September I get a check back saying my account is restricted to cash only payments. I call they hook me up to financial services THE MOST RUDE PEOPLE!! They would not even listen to me and said I had 2 returned checks the July one ans August 8th 2014. All they kept asking me how would you like to make your payment and I try to explain 2 checks did not bounce and all they did was repeat HOW WOULD YOU LIKE TO MAKE YOU PAYMENT!! I got No help 77 years old and treated like a low life scum!! Customer service would not help they always connect me to financial services. I made this months payment mind you it was due 11/26/2014 for $261.85 that's my bill for 4 lines 3 with smart phones and one basic! I paid $200 last week and the guy says you have a outstanding balance of $61.85 I am sorry i said hey idiot I am paying a week and a half ahead of time the money is not DUE!!!! Well when do you plan on paying it. This is total **!! Well my sister came gave me reciept It shows she paid $300 CASH on 08/08/2014 so how did a check be returned on 08/11/2014 when it was paid cash!! They do not listen nor help I am 77 don't care about my score but I am ready to take my payment and go to AT&T and get the family line of 4 and SAVE SOME GOOD MONIES!! Now Verizon has what 4 smart phones with 10GB for $160 here I am Paying $262 a month with 3GB!!!!
Well I am sending in a letter with the receipt that CASH was paid and not a dam person would listen to me at all!! Finally I got to vent here and with the letter and I am using planet feedback to write the corporate Headquarters as well and making it public. 8 year customer and 77 years old and treated like I paid my bill half the time and wouldn't listen I have a CASH RECEIPT they just say "HOW WOULD YOU LIKE TO MAKE YOUR PAYMENT TODAY" repeatedly!!! No help what so ever!!! Now they owe my account $300 and the $25 fee if they don't rectify this situation I will be going to AT&T I don't have many years left and could care less about my F.I.C.O score VERIZON!! Like I asked you have any proof trumping my receipt don't call me AT ALL send it U.S. MAIL with proof in black and white. And just screw with my score or send me early termination bill without proof and I will fight this all the way with small claims and nail you if reported on credit reports for trebbile damages (miss spell) Sorry everyone needed to vent these people care less at all no respect for a 77 year old that been a faithful customer for many years!! This is the worst I have been treated by ANY company of course I pay my bills so I have no other problems with companies.. Have a great thanksgiving everyone I am sorry needed to vent. Now wait for a response if not planet feedback. If anyone has problems with any company look them up and complain publicly and they actually look into problems and fix the situation as your dealing with the CEO office.. Made out in past on credit cards long time ago.. Thank You All Happy Holidays!!! whatever they blank out they don't want you to hear... SO WHAT DO YOU ALL THINK THIS RUDE OR WHAT??

Forgot to say I have to call for the next 6 moths to make payments and can't order nothing for my lines after 8 years. I'm sorry I am so insulted after being loyal for years. I just needed to vent folks but that's just not right! They could of said fax receipt and fixed this period!

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How Verizon WIreless Deals With A Customer's Issues With A Flawed Device

(link removed)
Let me start at the beginning…
I have had a bad history with phones during my 6 years I been with Verizon Wireless(VZW). All the phones I had with them always have some manufacturer issues. I either had to pay a deductible or was allowed to exchange it for free due to it still being under warranty. I had to go through this 14 times in under 6 years. For the most part, Verizon Wireless has been very helpful with these issues & the amazing service they provided as kept me a very loyal customer. These qualities even lead me to sign up for Verizon FiOS over Comcast when I moved into my new apartment.
On February 17th, 2014, I received my tax refund. Most of it was going to repairs for my car, but for a birthday gift to me, I wanted to upgrade my phone. At the time, VZW had a deal to trade in your old phone & upgrade to a new phone. Your trade in got $100 taken off the cost of your new phone. I thought that was a sweet deal since the phone I had, The Motorola Razr Maxx HD was my 4th replacement to replace my original phone from when I first upgrade my phone with a new contract 2 years ago, The Motorola Droid 3. The Razr Maxx HD was a good phone but not what I wanted, It did what it needed to do & the technology was steller. Just not my first choice in a phone.
Since the Droid 3 was no longer in production, i always had to get a replacement phone VZW saw fit for me to get. Now with my contract up & my opportunity to get a new phone, I knew what I wanted I wanted the Samsung Galaxy Note 3 now. It has so many amazing features, apps & it is the perfect phone for someone my size. I can easily text with it, I do not feel I will crush the phone holding on to it & all of the hardware in it is like nothing on the market at that time. I been researching the phone months before it came out & I knew once I had the money, this is the phone I wanted.
So I went to the VZW Store ready to make the exchange and have a phone I wanted finally for once in nearly 2 years. I got there to be helped my a gentleman named Teddy. He was eager to help me. I told him why I was there & instantly got the ball rolling. My phone I wanted was in stock, I was able to get $100 from the trade-in promotion. HE also informed me I could get a free tablet by just paying the taxes for it, A mere $15 & The Note 3 was on sale. I could walk out this day with a new phone AND a tablet for $172! So I agreed to it & all I had to do was pay. Then the problems started…
I was told I could not pay with my debit card. This was due to an issue of a returned payment. An issue I had with VZW due to their company in October 2013 in which they took 9 days to process my monthly bill payment to only return it when the funds was still available to complete it. So I had to leave the store to find an ATM to withdrawal the cash so I could purchase the phone & tablet. Once I came back, we tried to finish the sale. Now I was told I could not trade in my phone due to the fact VZW did not allow me to make debit payments because of their own error. I was told i could pay full price for the phone and I could not get the tablet. I declined & left the store.
Very upset, I called VZW’s customer service line to formally complain. They could do nothing to help me since no one, not even a supervisor could fix these restrictions to my account. This made me more upset, so I went above their head & reported my situation to The Better Business Bureau(BBB). Within 7 days, a Manager From VZW’s Home Headquarters, named Brian (removed), finally called me to resolve my issues. HE apologized, removed my account restrictions & was sending me A Galaxy Note 3 for my troubles free of charge. I wanted the tablet too but did not care at this point. I just wanted a phone I wanted for once & I can do without a tablet. I never went out of my way to get one before & I was not planning to now.
On February 25, I received my new phone. I instantly fell in love. The phone was the perfect size for me & it worked just like every review I read online said it would. Then on February 27th, the phone began to have charging issues. The factory charging cable that came the the phone began to have issues charging the phone, then not recognizing the charger at all. I called customer service to make a complaint. This is when I learned for the first time that The Samsung Galaxy Note 3 has a defect with it’s charging cable & charging the device. They told me I could either mail the cable for a replacement or try to get the replacement at a store. So I decided to go to the same VZW store to get the replacement.
Once I got there, I had to wait in line for 30 minutes to finally speak to someone. Once I did, I was told they had no chargers in store. All that could be done was call Samsung & have a replacement phone sent to me. I asked what would I do for a charger until then & they said I could use the micro USB charger from my last phone to charge it.
So I mailed the charger to Samsung, who said it would take 8-10 days to get my replacement. During this time, the phone began to now stop holding a long charge. So I again called customer service. I was again told to go to the VZW store to get a replacement charger. I went back to the store again to be told they could do nothing for me since I did not have to original charger. All I the could do was sell me a mobile charger for 50% off. Since i need my phone, I had no choice. I had to spend $30 now on a device to help my faulty one.
March 6th, my replacement charger arrived. I was happy because now I can charge my phone with the proper charger & get a full battery life from it. That same day the charger had the same issues again. So i instantly took it to the Verizon Store to be told I need to call customer service for a replacement phone. So I return home to see in my mailbox is my VZW bill. The statement says my bill is $400! Verizon Wireless & Brian (removed) had charged me full price for my phone despite what he told me when he called me.
I instantly called his office to only get his answering machine. I left a very angry yet respectful message explaining my disgust with what he & VZW have done since I got this phone. I said I refuse to pay anything until this issue is fully resolved. I then proceeded to file another complaint to The BBB. This time I would get no response from VZW. Instead i had to call and chat online with their customer service lines for over a month to have a REFURBISHED device, a replacement battery & a generic charging cable sent to me. My phone still has charging issues & I must travel around DAILY with my mobile charger to make it a whole day to be able to use my device.
Verizon Wireless and Brian (removed) will not resolve this issue for me. Instead they have suspended services to my phone and are forcing me to pay the full price for the phone or having my service “permanently discontinued”.
I am left with no choice but to pay this by next month. I need my phone for personal, business & emergency reasons just like everyone else. I can not pay this AND an early termination fee. Verizon Wireless has done nothing to help me & now I am stuck in a contract for the next 16 months with a company that has done this to me during the last 2+ months. I have a improper working phone and they get $400 for it and Brian (removed) gets his commission.
Before I pay this bill, I am making one last complaint to The BBB & I am spreading my story across social media like wildfire, I am hoping someone at Verizon Wireless sees this. MAYBE they will do the right thing. Then again, they had the chance to & have not….
Mr. Brian (removed) & Verizon Wireless,
My Name IS Reginald (removed). Due to months of complaints you should very well know who I am. Since you will NOT help me, I have no choice but to play by your rules and pay you ridiculous cost for a phone despite the act of what I was verbally told. You & your company you work for have had countess times to make this right & you have not. I might have to be stuck in a situation like this, but the entire internet will now learn of your actions & how you treat people. Maybe this will teach you all how to properly treat your paying customers. Someone can still make this right. You have my number, but you would have to reactivate it to contact me though.
Regards,
Reginald (removed)
Edited as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator

Reginald, We absolutely want to make this a better experience. Would it be possible for us to work together in direct message. Please follow us and we can get started.
Sheritah_vzw
Follow us on Twitter
@VZWSupport

Verizon wireless, unable to contact customer service.

Been unable to contact customer service for past three hours.

I wish there was an easy way online with Verizon to report possible SCAMs. I have been looking for a spot. NOT in customer service. I have received 3 calls today 2 of them were 000-000-0000 telling me I had won some money and was in the running for more. At the end, they wanted me to pay $3.85 to have something sent to me. I was once told that if you TRULY won something, they would NEVER ask you for ANY money. So it appears, they were just wanting my credit card info and charge a small amount to it first to see if it was one they could use. I hung up! Wondering if Verizon could trace the calls somehow and report them.

I received an iphone 6 with a damaged screen and now going through a customer service nightmare to get this resolved!!

I ordered an iphone 6 and it was received with a damaged screen. I immediately called and was told that that since it's still functional to go ahead and activate it and a new one will be sent out with a box to fedex back the damaged one. I asked for a silver one and they said no problem. So after a week I called to ask for an update and was told that a message was left for me to call to verify. I never received a message.
OK so then this person went ahead and took care of it and told me that she was ordering the silver one 16gb and once again to send the damaged one with the fedex box when I receive it. I later got a text asking for my bank account info.
I called back to see why they need my bank account. They said I was going to be charged for the iphone again. NO!!! I will not pay AGAIN! This is not my fault!!
So after a few more conversations and talking to the manager a few minutes ago. I was told that I was going to be charged for the iphone until they get the damaged one back. NO!!! Once again I will not pay AGAIN!
I am turning to social media to fix this problem. I just want a working phone! I've been a customer for a very long time and I am shocked at the treatment I've experienced!

az.bulldogger,
I am definitely sorry to hear that your phone was damaged when you received it. I know that would make me very upset and I would want a resolution for it as well. I am glad that we are able to offer a replacement for the phone. How that particular replacement works is that we will send you out a NEW phone rather than a Certified Like New Replacement. In order to do this, we do require a payment for that new phone. Once we receive the defective phone back in the warehouse, the charges are reversed. So essentially it is a hold until we receive the defective phone back. There is not another way for us to order a new device without this payment. I do apologize for any inconvenience this may cause.
ErinW_VZW
Follow us on Twitter @VZWSupport.

Verizon Wireless is About to Cost Me a Home!!!!!!!!!

This is EXTREMELY frustrating and I'm about to lose the home I really want to buy.
I applied for a mortgage this month (January 2014) and that's when I realized there's collections activity on all 3 credit bureaus with Verizon that I already paid. These collections are affecting my loan approval and now my mortgage loan is on hold. I have a bid on a house that I'm about to lose because Verizon's recovery department can't get their act together and is giving me the runaround. I PAID THIS ACCOUNT LAST SUMMER.
Last summer, I had a balance outstanding with Verizon on a couple subaccounts. I called recovery and they said I had a balance of $643.19. I paid this full amount about a week after the phone call (all documented).
When I discovered the collections on my credit bureaus. I immediately checked my bank account dating back to last summer and it shows the payment POSTED clearly saying "Verizon Wireless Bill Pay" etc.... I called recovery the next day after being transferred 3 times and wait times totaling 43 minutes while I'm at work. I explain my long story to the rep and she asked me to fax in the bank statement that shows it cleared and she said they'll call me within 48 hours (this was last week. I faxed it immediately and also attached a blank check to show it's my account (accounts numbers match).
Of course I didn't get a call back so I called them on Friday to get an update because the realtor, the mortgage lender, the seller and myself are all waiting on this. There are no updates and the rep asked me to call back Monday. This is after I had to explain to whole entire story again. After explaining the story each time, the rep always tries to fix it even though I adamantly tell them they can't fit it and just to check the notes and give me an update.
Fast forward to Thursday and two more phone calls, two more times of explaining the story to new reps, two more supervisors, I STILL haven't had a resolution yet. Now they're asking for my full credit card number to search the payment. WHY SHOULD I GIVE MY CREDIT CARD NUMBER AGAIN WHEN THIS IS NOT MY MISTAKE AND IS VERIZON'S MISTAKE????? I made the payment, it says it clearly on my bank statement, my bank will back me up on this!! I'm about to lose the home I want to purchase because Verizon lost my payment! I want this escalated to someone that CAN help with a sense of urgency since nobody else seems to care that Verizon's mistake is about to cost me a home. The rep told me to email the "Contact Us" link on the website. Are you kidding???? THat's how I escalate to someone higher up? To email a general email address that thousands of other customers are emailing?? Unacceptable....
I have been given 3 days to get this cleared up or I lose the bid on the home. If that happens, this WILL become news. If they cannot locate my payment after over a week, I don't think they will and I will lose this house. Even if I lose it and apply for another home, these collections WILL still show on my credit bureau and I'm still screwed over by Verizon. Desperate cry for help online...is there ANYONE that can actually help or did I just waste a week and lose a home? If this remains on my credit report and I can't get a mortgage, then this WILL go viral online and make news. It's only fair I get it credited and it gets removed from my credit report. I've sent in a bank statement, a screenshot, a blank check showing matching account numbers and now they want my credit card number. This is completely unacceptable and people need to be aware of this...

http://www.ftc.gov/enforcement/rules/rulemaking-regulatory-reform-proceedings/fair-debt-collection-practices-act-text
First off the non payment to verizon was indeed correct. You admit this in your post.
Secondly, correct information even if paid in full will stay on your credit report for 7-10 years. Any subsequent posting to the trade line will again make it show longer. Read the link it is the law.
Your state of residence may have credit reporting laws similar to the Federal Law.
A mortgage lender can in most cases overlook certain debts that have been paid. It varies from lender to lender. I know a couple that had a electric company bill posted on his credit report, not a big invoice just $90 the electric company never sent the invoice after they moved or the post office did not forward it. In any case the bank only needed a letter from the creditor stating that the invoice has been paid in full.
They received their mortgage and the credit bureaus show it as paid.
However verizon wireless will not be able to assist you with such documents because of just where and who in this large company can produce the document you need? And they will not remove the information from your three credit bureaus. The information that you were late, or went to collections, or charged off is factual so it will remain.
When we bought our home we had the credit union give us an advanced copy to see where we stood. They even said they would use the report from the best one we liked. Needless to say we have no negative dings so getting mortgage and personal lines of credit are no problem. You have to watch your report very carefully and often.
I know that is no comfort to you now. The good part about this is *IF* because of Verizon's not reporting properly or it being in error that could have been fixed, you can get a lawyer and sue for three times the amount of the mortgage you lost due to their error. However if the information is correct be it paid or unpaid the black mark will stand.
Good Luck

Will be leaving Verizon Wireless after five and a half years...

Note, people with Verizon please listen and think clearly on this. I have asked Verizon a question and I can not get a valid response. My question is: How can a person pay their bill on time (due date August 15th for instance) when their bill is coming up as being past due on August 1st? Yes, I will be leaving Verizon Wireless services after five and a half years and I will not be returning EVER. So people, please, check your bill carefully because it seems that Verizon's billing software has had a few 'glitches' lately and yes, that glitch was apparently corrected for a short time on October 9th (Tuesday after Columbus Day) but has apparently returned. Apparently Verizon seems to be making too much money bilking people for being past due before the due date and I just can not continue doing business with such a 'money grubbing' company, And so many 'promises' broken in recent times that I know better than to believe anyone in the company that says "We're here to help". I know better. Goodbye and good riddance and please don't ever turn my phones back on, I wish to have some sanity back in my life again and Verizon Wireless is NOT part of that sanity.
<Discussion moved from Community Announcements to Verizon Wireless Services for more exposure. The Community Announcements space is not meant for such topics.>
Message was edited by: Verizon Moderator

My bill has NEVER come up as being PAST DUE before the due date ECXEPT for the 1 time several years ago when I forgot enter in the new expiration date on my credit card listed in autopay.
Currently, my bill due on Nov 11 IS NOT listed as past due.
My guess is if your bill says past due BEFORE your due date is because you did not pay all or some of your last bill.
Bad news is that other providers will treat you the same way if you do this with them, too.

Quick Hit Update: Verizon Wireless Launches Mobile Security App for Android

We recently shared with you information on the growing Malware threat to PCs, Macs and mobile devices, and today, Verizon Wireless announced the latest weapon to help you combat this digital epidemic -- Verizon Mobile Security. This new app -- which can be downloaded from the Verizon Channel in Google Play onto more than 30 Android Smartphones -- delivers a choice of three security service options to help you better safeguard your Android devices from digital threats such as malicious links in emails or potentially unsafe apps to physical threats as a result of a misplace or lost phone.
Click here to learn more about Verizon Mobile Security, and here to learn more about how you can keep your Smartphone safe.

At the moment, In Home Agent and FIOS Mobile on my Windows 10 laptop is functional. Rather, I can download them from the Google Play Store, but you won't find them on the Microsoft App store. Neither program installs. Additionally, I cannot get Outlook 2010 to download or upload mail from the POP or SMTP servers respectively using the setting precribed on the Verizon web site. While there are other issues with Window 10 and third party software, these seem to be Verizon-related.

A cautionary tale - being a long time VZW customer in good standing gets you nowhere

Here is a cautionary tale about how being a long time VZW customer in good standing counts for nothing.
My wife and I have been VZW customers for many years. We each have upgraded phones at least two times over our initial models. Several years ago, we added a third phone to our account: nothing fancy, just a crappy Coupe flip phone. At the time, this third phone was a $10 add-on in the family plan, and was handed to my mother in law to use. After my mother in law passed away, my father in law kept the phone, and we kept up the payments for it. His health failed, and when he passed away, the phone moved to my brother in law, and we again kept up the payments on the phone ourselves.
Now in the meantime, back in 2011, my wife wanted to upgrade her phone. Either because her prior phone wasn't up for an upgrade or due to us just not paying attention, we somehow apparently "transferred" the upgrade that available for our in-laws' definitely-not-smart flip phone to my wife's phone. Now, since it was the upgrade of the $10 per-month flip phone we used to upgrade the Droid, it was the contract of the $10-per-month flip phone that got renewed into another 2-year cycle - not the Droid.
Also in the meantime, I upgraded my Samsung Rogue to a Galaxy S3. At the same time, I modified our plan to the Share Everything plan. Because of the nature of this plan, the 3rd phone, the crappy Coupe flip phone, that used to be $10 per month increased to $30 per month. When I signed my own new contract, I specifically asked at the VZW store whether it would be simple to drop the Coupe from the plan, because I was not sure how much longer our brother in law would need it. They said sure, it would not be a problem. Drop it whenever you need to, and your bill will go down $30 per month!
Now we come to the end of 2012 when my brother in law does not need this phone anymore, and in fact returned it to us. It is sitting here collecting dust. I called VZW today to remove it from our account. Can you see where this is going? Because we triggered the new contract for this phone by upgrading my wife's OTHER phone back in 2011, the Coupe is still under contract. So our choice is apparently keep paying $30 per month until June for a phone that used to only cost $10 per month and that no one is using, or pay a $150 termination fee.
I understand how this works contractually. But the big picture is that we have been good customers for many years, have been paying for 3 phones on our account for several of those years, and one of those phones is no longer being used (the usage is literally 0). But can we drop that phone from our contract now that we have been paying on it for multiple years? Nooooo. I was misled by VZW agents when I upgraded our plan to one that increased the cost of this phone from $10 per month to $30 per month that removing it would not be a problem. A cheap flip-phone phone, which is probably physically worth $5 in hardware, if that, and which itself has never been upgraded since it was purchased several years ago, cannot be removed from our account. When it's all said and done we will end up paying vastly more than the phone and its usage is actually worth because VZW "got us" with the contract shenanigans. Congratulations, Verizon Wireless, well played.
Ironically, the Droid - which gets lots of usage - is beyond its upgrade date and is no longer under contract. So I guess we could drop that phone with no problem. But we don't want to, we want to drop the cheap phone that no one uses. And we can't. As I said to the agent on the phone today who was not interested in helping a long time customer solve a problem, this is exactly why people hate cell phone companies.

I'm not *too* worried about VZW's feelings since they in effect have changed up the original contract when they forced my monthly fee for the phone to go from $10 per month to $30 per month because I upgraded a totally different phone that required a whole new calling plan, as the older plan had conveniently been phased out. (Interesting how action on one phone has an effect on totally different phones that are on a totally different contract.) Anyway, this isn't us trying to bilk VZW out of legitimate income. It's trying to do what makes sense.
Perhaps I muddied the water with all the history of the third phone. The distilled version is this: We have 3 phones on our account, two smart phones and one ancient flip phone. Only two of the three are still under contract, so there is one we are free to drop at any time. And we would indeed like to drop one phone from the account. It would be in VZWs best interest to have the phone we drop be the one they make the least amount of money from. That would be the flip phone. It is in our best interest to drop the phone that is no longer in use. That is the flip phone. Seems like a win-win situation to me!
But because of the the way contracts are structured, if we are to drop a phone, it needs to be the Droid, because that's the one now beyond the contract period. So we would drop the phone that VZW makes more money from, and that we still use. This is in the best interest of neither of us.
Yes, I'm trying to terminate early the contract we have on the flip phone. But on the other hand, we are willing to continue making monthly payments on a more expensive phone that is NOT under contract anymore. It seems like there's an easy fix: let us drop the flip phone, and heck, go ahead and put the Droid back onto contract for what would have been the duration of the flip phone contract. The inflexibility and inability to do something like this is what's irritating.
Contracts are great until there is a reason for both parties to make a change that is beneficial to everyone involved. I think that's what we have here. Contracts can be updated. Ask any professional athlete

I received 2 texts from notice.verizon-wireless and service.verizon-wireless, saying my account had been "BLOCKED!" for my security. Is this a scam or for real? What should I do?

I received 2 texts from notice.verizon-wireless and service.verizon-wireless, saying my account had been "BLOCKED!" for my security. Is this a scam or for real? What should I do?

Try to log in to your account from your computer. If it's locked, call customer service (800-922-0204). If you can log in and all looks normal, forward the texts to SPAM (7726).

I have been a Verizon Wireless and FIOS customer for as long as I can remember

I have been a Verizon Wireless and FIOS customer for as long as I can remember. The last 2 months has been the worst customer service experience I have ever had. I own a Samsung Galaxy S4 that I purchased through the Verizon trade-up program. Initially I thought this program was a great idea for folks into technical gadgets to trade-up to the next best phone on the market. Over the last month I have called customer service numerous times regarding dropped calls, no service, and most recently my Samsung S4 will not send or receive texts within 20minutes, it will not operate effectively with the limited apps I have on the phone and I must reset the phone 5-8 times per day to make a call. I called Verizon Wireless customer service multiple times. The last call revealed an error within the software that is not yet fixable for weeks or maybe months according to the technical advisor. Like many other customers my phone is the lifeline to my world outside of work and paying a premium for a service is more than affordable as my lifeline. To date Verizon will not honor a warranty on this phone (which is within warranty) and it took a similar act of congress to get the truth from a willing tech. This is terrible and beyond disappointment. I just ordered new service from the **** pile called AT&T and I hope that in the smallest regard I receive better service from them than I have experienced from Verizon in the last 2 months. I purchased a phone, I expect it to work and if it doesn’t I expect you to honor your promise of service. You failed. Want to make it right? Give me a call!

Search Samsung S4 + KitKat

Open letter to Verizon Wireless Management and Customer No-Services

After more than 10 years as a customer of Verizon Wireless, I have recently encountered several situations that have caused me to begin the process of changing my service provider to another company. Verizon has "zero" loyalty or appreciation of its existing customers; they have poor, and in one particular case, rude customer no-service representatives and policies.
I purchased a new smart phone for my college daughter. Of course, activation of this new phone required the purchase of a data plan, even though she doesn't need or intend to use data services. (That's fine; I was aware of this cost even though I believe it to be over-priced). In addition, they also required a $30 fee for signing a new contract. Seriously? Are you kidding me? A fee for the "privilege" of signing a contract with the big, powerful, arrogant Verizon? I don't want a contract in the first place; it is Verizon that wants the contract. They should pay me for signing a contract. I could understand a fee for a new account setup (not really, but it makes a little sense) but a fee for an existing multi-line, long-time customer where the paperwork is nothing more than a mere mouse click of the "I Agree" button?
So, the daughter gets her new phone with 24 months of data (for the low, low price of 25 months.... yea right). We take her old phone, which she has had for several years, and decide to use it on another of the lines in our family plan because it has a qwerty keyboard. Now, I learn that I have to sign up for a data plan to use this old phone on a different line. This phone has been in service for several years with no data plan but now I have to have a data plan to use it? What the **** ??? I only wanted to use the phone for voice calls and a few texts. I have no need for data. This phone, an ENV3, is not well suited for data services anyway. (No, I won't be using this old phone after all.)
Companies such as yours dream up junk fees; this one amounts to $1.25 per month additional revenue. They do this as a way of increasing revenue while advertising a lower price, ie advertise $30.00 per month but actually charge $31.25. I suppose they all pat themselves on the back and start counting all the new-found money. The management is so stupid and arrogant that they do not realize what the long-term impact could be. In this particular case, the end result shall be the net loss of $250.00 per month in revenue. I know that you don't care; that is painfully obvious and clear.
Well Mr. Verizon, you may consider this to be my official letter of resignation. Consider me gone, done, history. I don't need you, your arrogance, or your over-priced services. I currently pay nearly $250/mo to your company for six phone lines, four of which are "very lightly" used for calls and and a few text only. Personally, on my line, I do nothing but make and/or receive an average of two 3-minute calls per week. I put up with a lot of crap making my money; I do not have to tolerate any when spending it. I WILL be taking ALL my business elsewhere. Four of my lines are currently month-to-month with no contract. I will be moving these to another provider in the coming week. The remaining ones will be moved upon expiration of their respective contracts.
Cheers

Verizon has no obligation to respect your "loyalty." They do, however, have an obligatory fiduciary duty to their investors, hence the "upgrade" fees, "line access" fees, "regulatory recovery" fees, data plan "repuirements", and data caps, none of which are intended to buy YOU anything. They are assessed primarily to provide profits to them and dividends to their investors, along with a source of capital expenditure for their network expansion whose sole purpose is to attract more customers to provide more revenue streams to meet their aforementioned fiduciary duty to serve their executives and investors ever greater profits and dividends. And in this country, that is ALL this wireless game is about. EVERYTHING else, be it customer service, value of service, loyalty or anything else, is secondary.
And you think other carriers are any different? Nope. They all are in this for the exact same game, however they choose to play it, plan for plan, fee for fee. Sure, details differ, some plans might look more appealing and for some, prudent shopping around might even net some nominal cost savings, but all in all, they pretty much charge the same fees and require the same data plans, because that's where the big bucks are, and one way or another you will pay them or you will do without (which might be a blessing in disguise).
I personally don't like this any more than you do, and I would favor strong federal regulatory oversight much as they have in Europe Latin America and Asia, along with homogenized network infrastructure which stimulates competition by allowing easy interoperability of phones and devices irrespective of carrier, but I fear it will be a cold day in hell before we ever see the likes of that here. According Republican thinking, that's just not the "American Way."

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 WIRELESS PLAN CHANGES, CONTRACTS, UPGRADES - Lack of Customer Service!

I have been 1 of your customers since August of 2006.
I even own a 2nd phone line that I have been using since approximately 2002
Most recently I had inquired with Verizon Customer service about upgrading my cell phone from a BlackBerry to a Droid Maxx (for one of my accounts)
My first inquiry was with a Verizon Rep on the Verizon Online Chat on February 16, 2014. I told her that I wanted to upgrade my cell phone from a BlackBerry to a Droid Maxx, and I inquired about my Unlimited Data Plan. She said I would “not” lose my Unlimited Data Plan even if I upgraded to a Droid Maxx. I also asked about a Hot Spot, and she said that would be “included in my Unlimited Data Plan” at no extra charge.
I called Verizon 611 later that same evening and talked live with a Verizon Rep, again asking and confirming the answers to the same questions. I also asked about “throttling” if I went beyond a certain usage on my data plan, if I upgraded to a new cell phone. He told me that I would not be limited to certain speeds and bandwidth, no matter how much I used my cell phone since Verizon does not throttle their customers’ data speeds (since Verizon had received so many complaints in the past for throttling, so they do not do that anymore). He also said there would “not be an issue with upgrading to a new cell phone and keeping my current data plan.
A few days later, as I looked further into upgrading my device, and trying to make a final decision, I again called Verizon 611 – Customer Service. But this time the Verizon Rep that I talked to contradicted the other two Verizon Reps info because he told me that I would “lose my unlimited data plan” if I switched to a new cell phone. He also said if I made any changes to my plan, I would lose my Unlimited Data. He said there would also be an additional charge for a Hot Spot. I asked about bringing on a 2nd person to my plan, and keeping Unlimited Data on one of the phones, while having a 2nd data plan package for the other phone for the additional person. He told me the Unlimited Data Plan would only apply to the Original phone on this account and the original phone number. But if I added a 2nd person/phone to my account they would “not” have Unlimited Data since the new (2nd phone) was not grand-fathered in to this current plan that I had with Verizon.
Finally I decided to go in person to visit a Verizon Store. When I went into the Verizon Store at Jantzen Beach, North Portland, Oregon, the Rep I talked to said she had been with Verizon for almost 8 years. She said all of the info that the other “3” Verizon Reps had given me was “not” accurate. At this time, I learned that “ANY/ALL changes to my plans would immediately make me lose my Unlimited Data Plan. And the ONLY way I could keep this plan, would be to buy my own cell phone (at full Retail cost) and have it added to my account. And that if I tried to add a Hot Spot, it would cost additional money outside of my data plan. Also if I tried to add a 2nd person/cell phone to my existing account that I would immediately lose the Unlimited Data Plan. I was not allowed to change my cell phone#, add any additional user or cell phone, or upgrade my device without losing my Unlimited Data. She also said maybe I was told something different by the 611 Customer Service Reps because they have authority to make changes or exceptions to plans, and that normal Verizon Store employees do not have authority to make the same changes.
My complaint and question to Verizon is…..WHY do all “4” Verizon Reps have different explanations, advice, rules, etc…when it comes to something as simple as upgrading to a new device and wanting to keep my current plan? To me, the rules and explanations should not vary day to day, and depending upon who I talk to?
I was originally an AT&T Customer prior to 2006 and I switched to Verizon. This is my first real experience with HORRIBLE customer service and deception from Verizon!
IF I had made any changes when I initially or immediately after I inquired via the Online Chat, I would have LOST my current data plan! And then to tell me that I need to go out & buy my OWN phone at FULL Retail price If I want to keep a plan that I’ve had for years now!!!
How much money have I already paid to Verizon in Monthly usage charges since 2006 (for almost 8 years now)??? And you want to reward me for this loyalty and being a Long time customer by cheating me out of my current plan, or trying to deceive me with false promises that I won’t lose the plan? And then when I finally do want to upgrade, you will take that plan from me? And even after being a customer for 8 years with one account and almost 12 years with my 2nd Verizon account (that I listed at the beginning of this letter), you won’t even offer to give me a free device or a discounted device for renewing my plan? NOW I need to buy my own phone if I want to continue on with my current data plan?
None of this makes sense, and I have now been told “4” different versions of rules, exceptions and Plan change policies by 4 different Verizon Reps! They ALL work for the same company --- Verizon Wireless --- so they should ALL have the same answers and rules, right? I really feel nobody is being honest & upfront with me about this, and I am seriously considering moving back to AT&T Wireless. As at this point, Verizon wants to do nothing to reward me for being a long-time customer. I’m beginning to feel that the goal here is to deceive me and cheat me out of my Unlimited Data plan.
What can you do to make this right? I know you must have record of the Online Chat and also you record 611 Customer Service calls too? How can you explain why all “4” of your Reps have different rules and explanations for Verizon phone plans?
If I do not receive an acceptable response to this letter, you can count on me moving back to AT &T Wireless. I will also tell all of my Friends & Family that are currently with Verizon about this negative experience. In the past I have encouraged others to move to Verizon Wireless, but now I no longer feel that is good advice for anyone.
My boyfriend who “almost considered” switching his service to Verizon, is now seriously considering the integrity of Verizon. He works in Information Technology with large corporations and will also pass this story on to his business associates.
I look forward to your response and explanation. I feel that after my long term loyalty as a Verizon Customer, I deserve much better treatment and honest answers from Verizon.

cheralin333 wrote:
I find this all very interesting that the 3 responses I got to this post are ALL defending Verizon jacking around a long time customer. I would almost venture to guess that Verizon hires people (probably in India & Pakistan) to read their forums and defend whatever they do to their customers. How do I become the bad person for wanting good customer service? How are they in the right for trying to be deceitful. None of their Reps had the "same story or info." NOW I have 3 responses from "supposed PEERS" or other customers in the Verizon Community. But instead of rallying with me as a customer all 3 are posting comments like they "work for Verizon." And even Ann's response contained info that I already had in my original post. And this last post from pherson knocks me for not being loyal?? I have been loyal for over a decade but why would I kiss up to anyone that is trying to make me take it in the shorts??? I'm convinced you are all making minimum wage from Verizon to read their forums and defend their ridiculous practices. Go find a real job.
No one is "defending" Verizon. We are telling you that
A) No one from Verizon corporate will see you post
B) Even if they did they are not going to change policy because 1 customer or a few or 1000 or 10,000 threaten to leave.
So there is no point to your rant. It was waste of time. The people you intended it for aren't going to see or care. Also the FCC, FTC, BBB, etc etc are also a waste of time. The only thing you can do that you have power over is to speak with your wallet and go elsewhere. That would be FAR more productive than what you've done here. I still don't get how people think that because they made a post on a messageboard they can change things. Like people haven't been complaining about this for literally the last 620 days. How's that worked out so far?
Oh and I SHOULD report your post that is full of insults. Next one I WILL. How is that for a threat?

Verizon Wireless Real Rude Been Customer At least 8 Years Get This !!!

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