Verizon wireless shady business practices

TIERED DATA AS A CHOICE FOR NETWORK OPTIMIZATION-what a jokethe only thing that optimizes is their bank account.very flawed theory,if every one is connected trying youse their monthly dats allotments the way the network is currently designed performance decreases as more and more users connect until the network is useles as itcis in some of the bigger cities where they are scurrying to activate AWS to eleviate the stress on on the 700mhz frequency currently being used.
Solution:
Tiered speeds like a normal isp uses.there is only so much spectrum available.create speed tiers so nobody's device is conflicting with anyone else's.
Hypothetical situation as I don't know the real numbers but network engineers do and could convert to working numbers:
Tower capability:60mbps down/20mbps up unsaturated saturation begins at 1000 connections.once saturation begins performance decreases.
To prevent saturation the following speed tiers could be created and data caps comparable to dsl/cable:
Dedicated internet devices(tablet,usb modem,mifi,etc)
20mbps down/5mbps up $120/month
10mbps down/2mbps up $60/month
5mbps down/1mbps up $30/month
150gb cap with coverages billed at $10/20gb
Smartphones-i spent a fair amount of time at a friend's house and there was virtually nothin that I couldn't do on his 6mbps dsl connection so in my opinion here are smartphone pricing options:
Bring back the nation wide plans same pricing as it was fair(except for add a line pricing below),not every one needs unlimited talk/text
Data pricing would be the same with each additional line added at 50% with the highest speed choice at full price.data usage is shared between all users and usage cap is increased by 20% per line on family plan
Nation wide talk n text 700 minutes unlimited messaging-$80/month
Smartphone 1-20mbps choice-$120(150gb of usage)
Line 2-10mbps choice-$30(increases usage to 180gb)
Line 3-5mbps choice-$15(increases usage to 210gb)
Line 4-20mbps choice-$60(increases usage to 240gb)
Up to 10 lines
This is just an example of what could have been.if tiered speeds have worked all these years for land isp services why won't they for mobile isp services.the cellular network recognizes our devices buy the mobile number and can be programmed to restrict speeds accordingly.this is the fairest solution for both sides

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

Similar Messages

  • Verizon's Poor Business Practices

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

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

  • Price Adjustment on Order Denied / Unfair Business Practice

    I was just notified that I was denied a price adjustment on my order for the Ecobee3 Wireless Thermostat. I had purchased it for 206.99 and a few hours later the price went down to 179.99 which is $27 lower than the price I had bought it for. I was told that the reason for the denial in the price adjustment was because I used a 10% off mover's coupon on my initial order.
    If the item was delivered in time, I could have returned the item and re-purchased it with my wife's 10% mover's coupon. It makes no sense that I would have to go through the hassle of doing this instead of having a price adjustment.
    Now I see the item is out of stock at my local store and online and I can't even do the return and re-purchase at $157 ($180 less $18 coupon less $5 reward card) due the price not showing in the local BestBuy system. 
    This definitely seems like a shady business practice. All other major online retailers (Target, Staples, Amazon) would have adjusted the base price of my order and I would have been credited the $24 without a hassle.
    Please tell me how I can escalate this issue as I feel mistreated as a loyal BestBuy customer. My order number is {removed per forum guidelines}.

    Hello LightC,
    Best Buy's Price Match Guarantee and movers coupon are great ways to ensure that you get the best price on products that you'll need to settle in your new dwelling. You ask a great question!
    As poprex911 mentioned, the two offers cannot be combined as coupons may not be used with a price match. Per our  Price Match Guarantee:
    Our Price Match Guarantee does not cover: Any financing offers, bundle offers, free items, pricing errors, mail-in offers, coupon offers...
    I regret that I do not have better news for you, but I hope this helps. Thank you for writing to us.
    Sincerely,

  • More Shady Verizon business Practices!

    last year, while dealing with breast cancer, my adult daughter's boyfriend left the state, sticking me with an unused 4th line. A verizon customer service person explained I had the option to suspend my line for 3 months. Said it could be re-suspended after that, but I would have to call every 3 months to re-suspend. I was thrilled. So twice over the last 7 months, that's what I did. TODAY I was informed that IT EXTENED my contact each time. Total **bleep** !!!! If I already had ONE UNUSED LINE under current contract WHY THE HELL WOULD I WANT TO EXTEND IT????? SHADY SHADY SALE PRACTICE!!!!!!  The supervisor I spoke with "Rachel" just said "sorry, that's how it works" and refused to put me in contact w/anyone else. In fact, she said there was no one else I could speak with, so apparently, as far as she's concerned, she the top notch. She told me there was contact info on the web page, and that turned out to be a joke. My plan had been to renew my contract in January w/just two lines. Now, when my (Verizon-is-so-shady) extended contract is up in July I will be moving to Sprint.  Good Customer Service would have been to DROP the extention that was added w/o acknowledgement/permission/consent.  But Verizon (aka Bad Customer Service) decides to just say "sorry" - you know, more or less - pay to bail or be STUCK with us.
    I have decided to post all my bad verizon customer service contact info on my facebook pages (I have three), my google+ and my blog until my contract is up.  Enjoy the additional SIX MONTHS of a FOUR phone contact you got out of me. You just bought yourself a whole lot of BAD PUBLICITY.

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

  • Business received Past Due notice phone call, we dont have Verizon Wireless

    Hi,
    I am an IT administrator for a small company.
    Our office received an automated phone call from Verizon Wireless about a past due balance of a couple hundred dollars.
    I found it odd since no one in the company (we're a small business of 7 people) has verizon wireless and if they did I would have been the one to set up accounts. We have had the same address and phone number for a couple years now so it couldnt have been a mistake. I waited to speak with a representative.,
    I gave them my name, company I represented, and explained the situation from them. I told them I received a call about a past due notice. They asked for our contact number, I gave them company's phone number. They found the account through that number and the company name was listed on the account however at this point was where the conversation died. The representative immediately would not answer any further questions because I was apparently not the account holder. They told me if I wanted to do anything I would have to get the account holder on the phone.
    Now I understand why they couldn't help me due to privacy concerns.
    However I am wondering what a small business can do because I am worried about someone fraudulently opening an account under the company's name and running a past due notice.

    Have them mail the past due notice to your business address.
    However if one of your employees/Officers have a personal account opened under your business with your FID number you may have to send a letter of dispute for those charges.
    Have them send a complete written bill to your attention. That hopefully will clear it up.
    Good Luck

  • 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 keeps dropping the ball.

    Back in March 2012 I was tired of the billing issues T-Mobile had with Suncom UnPlan users and decided to start shopping for another account.
    My employer had a discount at all of the major Wireless Providers.
    I called Sprint then AT&T saving Verizon for last.  Both Sprint and AT&T had decent rates but when I called Verizon the sales agent made a compelling quote.
    He offered me the 2000 Minute Family plan with Unlimited Talk and Text for $120 for 5 lines.  He then offered me a smartphone for free with 4GB data for $30 more per month plus I would get a 20% discount.  This rate was within my budget and about the same as the rate I had with T-Mobile.  He gave me an estimate of the monthly cost and it was around the $150 rate.  I agreed to the deal and we conferenced with the 3rd party for the contract.
    I received my phones fairly quickly.  I also quickly noticed the Verizon Coverage was not as good as T-Mobile especially in my house.  Verizon shipped a free network extender to cover that gap.  After about 1.5 months of service I received my first bill and it was huge. They had charged me activation charges for the lines that was not discussed by the salesman plus they had added $50 of monthly line charges and partial pro rated line charges that I was not quoted.
    I called Verizon ready to disconnect. I ended up talking to Executive Support who corrected the billing but to my concern they did it by adding a "promotion" that would expire and I would have to call to have re-added once it expired. At least the bill was correct and I paid the same rate for a year as a loyal paying customer. Once the year had passed the "promotion" dropped and I had to go through a huge hassle to have it re-added again but they did, I was also encouraged to drop to the 1400 minute plan since I wasn't using very many minutes.
    In October 2013, I contacted Verizon exec support to see if I could take advantage of some phones Best Buy was selling and to make sure my rate would not increase.  The agent helped me do early upgrades and said everything should be fine. But, after the year was up they added the $50 monthly charges again.  I called back to have the bill corrected and they said they would contact a department to see if they can put the "promotion" back on my account.  I did not receive a call back. 1.5 months passed and I was getting the dirty Verizon calls where they didn't leave a message and answered one of them.  It was billing wanting me to make a payment.  I had been paying monthly, and the same rate monthly but they were wanting more but they had not contacted me back.  I was hung up on 2 times in the IVR system then finally spoke to an agent.  She promised to have a supervisor on the line and after about 45 minutes of trying she promised they would call me back which they did not.  I then contacted VerizonWireless on Twitter having a very public expression of my ordeal and also getting quotes from Sprint and AT&T responding to those very Tweets. AT&T wants my service for $155/mo for 5 lines, 2 smartphones, 10GB shared Data, unlimited talk and text which is very comparable to what I have been paying Verizon without the $50 line charges.   I finally was able to get an Executive support person on the phone and she was rude, un-understanding, and ended up rudely hanging up on me.  I called back to support and wanted to complain against her and her refusal to escalate along with the hangup.  I was promised again a callback.  At one point I had told the Executive support exactly what I want out of this situation.... either:
    1) Correct the billing, Remove the $50 monthly charges as my verbal agreement in the initial sales call was defined.
    or
    2) Remove all charges, no disconnect charges, we can wash our hands of each other and I will begin anew with AT&T.
    Before hanging up on me she offered a $200 one time credit but no permanent billing fix. She welcomed the disconnection of my service and offered no termination charges for one of my 2 lines still in contract.  I informed her I did not consider being within any contract once they breeched it by adding charges that were not agreed to in the original sales call/contract.
    After contacting Customer Service again the agent I spoke with was appalled by the way I was treated and assured me they would escalate to the level beyond the agent who hung up on me and promised a callback.  She also noted that the account shows they had offered a $200 credit every 4 months which exactly offsets those monthly charges and I told her that was EXACTLY the kind of thing that could resolve this for us and I was good with that.  She said she would apply the credit and it should show up within 3 business days.  I continued to check and almost 2 weeks passed. No credit has been added. 
    I called back again tonight 6/27 and asked the agent when the credit would be applied... She told me the credit was pending a supervisor approval and couldn't guarantee me that it will ever be applied.  I explained how many hours I worked on this and the time I have invested along with the mental anguish.  She wanted to consult with someone after she had me tell her the whole story again and was away from the phone for some times.  Once she came back she pushed the point everyone at Verizon wants to make telling me the promotion expired.  I had to keep explaining the promotion was only placed on my account to correct the billing issue caused by the rate the sales agent had sold the service to me.  I told her I didn't care what they wanted to call the price correction as long as my bill was back down to the affordable rate. She wasted 1 hour of my time tonight. Again I have the promise of a callback.  I thought 2 weeks again this issue was totally resolved but it appears it is happening again.
    Now I must mention the other issues I have had with Verizon.  And the other hours of calls related to the LG phones sent to me originally and how I had to send d back 8 piece of junk phones with issues such as charging issues, non responding keys, screen not responding, microphone failure, etc. And the torture it took to get Verizon to send replacement Samsung phones for these units. Verizon wrongly made me purchase all of the back plates and batteries instead of providing those. 
    Another issue was he hassle I had with BestBuy where they couldn't sell me the phones due to Verizon having my Droid Charge showing up as an Unknown Device in the system. This disrupted the BestBuy system and cost me hours of support on the phone/ at the store/ backing up lines. Etc. Best Buy was at the point where they were just going to give us the phones because of all of the trouble.  All of the trouble stemmed from how Verizon changed the phone to an Unknown device in punishment for having an unlocked device.
    Another issue was with coverage at my Son's college.  They had almost zero coverage and Verizon support put in a ticket to investigate.  They found it was due to coverage.  The agent that put in the ticket said they would provide him a range extender at no cost if they found it to be an issue with coverage.  When I called back to have the range extender shipped they balked. The person on the phone pretty much called me a liar and I had to go through executive support again to have the range extender sent to resolve his problems.
    All said, Verizon has an investment in me, they have provided 2 range extenders. The have corrected errors that resulted in activation fees. They corrected pricing errors by adding a counter acting "promotion".  They still are more expensive than AT&T even without those line charges.  Why can't I just have the original deal honored. Why does my time and investment selecting a service, listening to a sales pitch, accepting a deal, not count for anything?  Why must I spend hours on the phone to get things corrected?  Why was I sold a non-standard plan?  Why do I have to shop again for service?  Why not just honor the original deal?  Why is Verizon more expensive than AT&T?  Why does Sprint/AT&T/ and T-mobile have better coverage locally than Verizon?
    Please send this information to the CEO. 

    TonyD_VZ wrote:
    I'm not sure you fully read/understood my wordy post. A sales agent made an offer (verbal contract) which I used to select Verizon's service. There was no "pro ration" talk. I know most people probably physically travel to a dealer and make their wireless purchase, this was not the case for me. I did not sign a contract. I listened to the telephone salesman's sales pitch, entering into the contract on his word. I did not use any other method to "validate" his offer as I trusted him as an agent of Verizon Wireless and took his word much like you would accept the word of a car dealer if he told you the price of a car also included free oil changes and a free tank of gas monthly.  If you went to the dealer and they started charging for oil changes and gas after the sale was made based on the salesman's offer, it would be a breech of the verbal contract and it is very likely that a lawsuit would award the plaintiff a victory (If there was any way to prove the wording of the verbal contract). Lucky for me, Verizon  Wireless records their sales calls and a third party is engaged to verbally witness the contract "signing".  Though my wordy story is confusing due to the convolution Verizon has spun into this web, the issue here is entirely based on the initial offer I accepted from the sales agent. I would not have selected Verizon's service if the offer had been $50 more per month like they are now trying to charge me.
    I understood your post just fine.  What I am pointing out is the fact that the customer agreement specifically states no other "contract," verbal or written, overrides the customer agreement. 
    "This agreement and the documents it incorporates form the entire agreement between us.  You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement. This agreement isn't for the benefit of any third party except our parent companies, affiliates, subsidiaries, agents, and predecessors and successors in interest.  Except where we've agreed otherwise elsewhere in this agreement, this agreement and any disputes covered by it are governed by federal law and the laws of the state encompassing the area code of your wireless phone number when you accepted this agreement, without regard to the conflicts of laws and rules of that state."
    So, no, there was no other binding contract you or Verizon entered into.  Their customer agreement is quite clear about that.  No analogy or comparison to any other type of service or contract applies here.  You consented to the customer agreement which includes the above statement.   I am not saying I agree with it or like it, but that is the contract you agreed to. 
    The recorded call and third party witness won't help you.  It doesn't matter what the agent said, or what anyone witnessed other than the Verizon Wireless Customer Agreement.  Having said that, the contract for service doesn't include pricing, only that you will maintain service for the duration of the agreement.  The plan, pricing, and features are not part of it.  Neither is a guarantee of an employee discount.  If you have a discount that applies when you sign up for service and then change employers during that time, you will lose the original discount as it is not part of the contract.  Additionally, the customer agreement states that no class action lawsuits are allowed.

  • Open Letter to Verizon Wireless

    Dear Verizon,
         I have been a loyal customer of yours for about 11 years now.  You have been my only cell phone service carrier since I was 16 years old.  You have been able to keep me with you because of your customer service and your coverage areas.  However, I feel that we have just grown apart these last few years.  .
         You see, though your service fees have always been higher than the competition.  I was always able to justify the expenditure because of your excellent coverage, unlimited data plan, and excellent customer service.  There was a time when my phone was broken and I was still months away from getting an upgrade, but you allowed me to do so anyway.  That is great customer service.  I cannot tell you how many times I have been out in the middle of nowhere lost, yet still had service to use the GPS to guide me back home.  That is excellent coverage.  In addition, your unlimited data has provided me with access to the internet and netflix when I could not afford cable which has been extremely valuable.
         However, I just do not think you love me anymore Verizon.  It all started a few years ago when you decided you did not want to provide your customers with unlimited data.  I was able to upgrade my phone to 4G and was still grandfathered in, so you didn't hurt me too much.  Then, you decided that you were not going to honor grandfathered data plans with phone upgrades, which stung all the more.  Now, you have decided that you no longer love me by throttling the data for those of us who are still grandfathered in.  You say it's not throttling, but let's call it what it is, throttling.
         I spoke with your customer service (which as I mentioned has always been 5-star), and I was trying to see what I could do to lower my monthly bill.  To my dismay, I found that I have only two options: 1) upgrade my phone and receive a new 2 year agreement, or 2) buy a new phone with Verizon Edge, either upfront of have my payments spread across 20 months, and pay roughly the same amount as the 2 year agreement price.  Both of these options will cost me roughly the same amount of money that I currently pay.  In addition, I asked if I could keep my existing phone and get the cheaper Verizon Edge plan, but I was told that is not an option.  In essence, to continue to do business with Verizon, I will be forced to pay for a product I don't necessarily need.  I feel like President Obama is in charge of your company now, requiring everyone to buy what he mandates.  There's no freedom of choice, and as a son of a Veteran, I truly value freedom.
         You see, up until now I have been able to justify your high prices for service, coverage, unlimited data... but I just cannot be in this relationship anymore.  I know you've tried to woo me back with "Unlimited nationwide calling and text messaging."  The truth is, I've never used more than 100 minutes on the phone, and I already paid a premium to have unlimited text messaging... and I was ok with that.  To be perfectly frank, what I'm saying is that your new plans suck and add absolutely no value to me.  In fact, I would say your new plans have much less value to me now than before.  I get much less than I had before (as I stated, your "unlimited nationwide calling" adds absolutely no value to me), and my rates will not go down, it's baffling.
         I just wanted to let you know that I will now be acquiring internet, a much cheaper plan with another carrier that has unlimited nationwide calling, text messaging, and enough data to satisfy my needs, and a carrier that provides coverage where I need it.  I will be getting all of these things for less than I am paying you now (and less than I would have to pay with your new plans).  So I guess what I'm saying is that I am breaking up with you.  It hurts me, but I know you care more about your bottom line than customer loyalty, and I can understand that.  I am a proponent of capitalism.  However, I am also a believer in free markets, and I believe (and I think other long-time customers will soon find out) that you now offer an inferior product based on price.  Because of your short sighted plans to raise revenue when the overall economy is down, you will hurt yourself more than you will help yourself in the long run.  I am only telling you that because I care.  It has been a good ride, but I must now leave you before you lure me back in with false hope of ever getting better.
    Sincerely,
    Paul H.

    Amen to this wonderful letter!!!  I have been with Verizon wireless FOREVER!!!  They were wonderful---key word being WERE!!   I can't count how many times & ways I contacted Verizon 2 weeks prior to my phone upgrade date---only to be told each time that I could not upgrade 2 weeks early (my phone at the time was deemed useless).  Had to wait for THE date.  Well, I went to a Verizon store several days before THE date and surprise..... the salesman let me upgrade my phone!!  He could NOT believe that the phone reps or computer "chat" reps would not allow me to upgrade!  Well, I did the upgrade for myself and my son (Samsung S4 for me and S5 for my son).  I almost passed out when the salesman told me how much I owed!!   What shocked me was the "line activation fee" for the 2 phones we purchased!!   WHAT??!!  Line activation fee???   The lines were already activated!!  OMG Verizon----- you are getting to be just as bad as Time Warner Cable!!!

  • 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

  • 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."

  • 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

  • How is it impossible to change the shipping method when Verizon Wireless is the one who screwed up?

    Verizon Wireless doesn't have an email address because they know they'd get inundated with their many dissatisfied customers. I used to say "I love Verizon Wireless!!" now when people ask why I'm still with Verizon I say, "Better the devil I know than the devil I don't." And that's what almost everyone I know says!!! Why are we paying for terrible customer service and terrible policies!!! Don't they get enough money from us without having to treat us like garbage?!?!?!
    Anyway, this is a bit of a rant, and I just hope someone sees it who can try to effect some change, although I doubt that's possible.
    I know this is probably not the best way to resolve my issue, but I've been on the phone with customer service for over an hour, and I don't have time to go through the proper channels to leave feedback that I'm not sure even gets reviewed.
    I ordered a new iPhone 5c on March 31st, through a promotion where I got the 32GB for free. Wonderful promotion, I was very excited, it worked out very well for me. I entered my credit card information to pay the $30 upgrade fee, which, quite frankly, should be illegal, and Verizon Wireless should be ashamed of themselves for charging customers to continue being customers. But that's a battle for another day.
    The iPhone 5c was on back order and was guaranteed shipped by April 18th. I'm a tax accountant, so it works out well that I was super busy and not staring at the mailbox during those 18 days. But every now and then I checked my order status and it was never updated with FedEx. So I was a little concerned. On Friday, April 18th at 6.06 EST, I called in and spoke with a woman who assured me nothing was wrong with my order, and by the time the weekend was over, I should have an updated status. I asked her to review it carefully because I was concerned that I hadn't received any kind of update. She said there was nothing in there to delay my order.
    Cut to Tuesday, April 22. I was perturbed, but not alarmed that I didn't have my new phone. Until my mother reminded me that she was getting my old phone, and her grace period ends on Friday, when she needs to either reconnect a phone, or start paying for service again, with or without the phone. So I called Verizon to find out what was going on.
    The $30 charge didn't go through, so they never sent my device out. There is no reason the charge didn't go through, I have confirmation that I entered my card information correctly, there was over $2,000 in that account. So nothing on my side was amiss. Nobody at customer service can figure out why the payment didn't process. And nobody has the authority to expedite the shipping of my new phone. Ashley had me on hold for over 10 minutes while she conferred with a supervisor. Then she hung up on me. An accident, I know, but she didn't try to call me back, or text me to give me a callback number (which I've been told is an option).
    So I had to call back in and explain this all over again to a new representative who was unable to transfer me to Ashley. And Ashley didn't put her correct inner email on my call record, so the new rep couldn't contact her. The new rep said all she could do was take the $30 payment, and then send my phone out. I was understandably upset at how I'd been hung up on, and previously lied to by the rep on Friday the 18th. But the rep insisted there was nothing she could do to expedite the shipping of my phone. I asked to speak to a supervisor, waited almost 20 minutes, which I understand.
    The supervisor gets on the phone, and insists there's nothing she can do to expedite the shipping of my phone. Even after I explained the whole story, she still couldn't do anything. Because I chose normal shipping when I ordered the phone, they couldn't change it to overnight shipping now without cancelling the order. But if they cancelled the order, then I wouldn't be eligible for the promotional price, since that promotion had ended. I find it hard to believe 1) that there is **nobody** at Verizon Wireless customer service who can contact the warehouse and ask them to overnight a shipment and 2) that there is **nobody** at Verizon Wireless who could cancel my original order, create a new order with overnight shipment, and then waive the price of the phone to be in line with the promotion/sale.
    I find it equally impossible to believe that in special circumstances, you can't forward the stock request to a store near me so I can pick up in person.
    And then, to make matters even more fun, the supervisor I was on the phone with told me I had to order asap, because the shipping cutoff had passed 15 minutes before, and there wasn't even a guarantee that my phone would be shipped out at the end of the day. So instead of getting my phone a week later than I should have, I'd be getting it over a week later than I should have. To further compound my anger and frustration, when I called Verizon on March 31st to ask a question about my update, I sat on hold for a few minutes and was transferred and then hung up on. So I was hung up on twice by customer service, and that still didn't get me what I wanted.
    Now, I know these are first world problems. But if consumers keep letting themselves get pushed around by the big monopolies who don't care about my $75 a month, then it will just get worse.
    Ask yourself: Would you stay with a company who treated you the way I was treated above?
    If you made it this far, thanks for reading.
    Sincerely,
    Soon to be a Former Verizon Customer

    I think most Verizon customers feel the same way:/  I was chatting with Verizon for over 2 hours and they still wouldn't help me.  Verizon Wireless and their customer service is TERRIBLE!!  I do not know why they still have customers.  I upgraded to the iPhone 5S end of December 2013.  I spent over $250 for the brand new iPhone 5S and only had it for 3 mos before I started having problems with it.  It is now June and am on my 3rd iPhone 5s.  This 3rd phone is having issues already, which will make it the 4th phone since I upgraded and the 3rd replacement refurbished phone they sent me.  I called today asking for a new phone.  I do not want any part of the iPhones anymore with as many problems as I have had.  I spoke to 3 different representatives, and none of them would help me.  I still have a year and a half at least left on my contract, so they are going to let me go through god knows how many more iPhones before my contract ends. They basically stated that if I wanted a different phone I have to pay full retail price for a new phone or else be stuck with replacement iPhone 5S' for the next year and a half.  Verizon is worthless!!  I'm thinking I'm going to switch carriers.  I spent so much money on a brand new phone when I upgraded and only had the new phone for 3 mos....that's just ridiculous and unfair and Verizon won't replace it with another brand new phone. I am stuck with refurbished iPhone 5S'. 

  • Does Verizon Wireless really care about its customers?

    I tried to purchase online the free Ellipsis tablet on Black Friday with the 2 year agreement.  The website directed me through the process and then told me I had to change my current plan.  I didn't want to change my plan. So I backed out of the process to think about it.  But after talking to some Verizon agents, I find out that I didn't have to change my plan.  Their website, in essence, lied to me by telling me I had to change it and directing me to the new plans page.  Now, they will not honor the contract I tried to initiate Friday night.  I tried talking to customer service about it and every agent I talked to was polite but they said there was nothing they could do.  The last one I talked to took my complaint to his supervisor.  She was willing to knock an extra $50 dollars off the current $150 sale price but she was not willing to revert back to finish the contract that the website told me I couldn't have without changing my plan.
    As a result of that, I have cancelled my hotspot and have no intention of ever buying another phone or accessory from Verizon Wireless.  I have been a long term customer and I really didn't want it to come to this.

    EvanO,
    I appreciate your response but I have talked on the phone with Customer
    Support numerous times and neither they or I am willing to budge so
    there is no solution that I can see.  As I explained to them, they will
    lose far more than the cost of the tablet by me leaving, but that
    doesn't matter to them.  I was informed (after Black Friday, of course)
    that I didn't need to change my plan to get the deal on the Ellipsis 7. 
    But, the website told me I did need to change it.  No one I talked to in
    Customer support disputed that either.  In fact, it was a customer rep
    that informed me that I did not need to change plans and should have
    been able to get the tablet as a stand alone contract.  The website,
    however, did not make that clear to me nor available to me.  When I
    confronted customer support about it, all I get is a bunch of apologies
    and 50 dollars off the tablet if I want to buy it.  I tried as nicely as
    I could to tell them that I wanted the tablet at the Black Friday price
    because /I tried to get it on Black Friday/ and the website said I had
    to change plans, when in fact I didn't.  In my mind, that is false
    advertising and worthy of a report to the Better Business Bureau, which
    I thought about but decided its not worth the hassle.  I tried
    explaining this whole situation to customer support three different
    times (you are number 4), and they feel it is more important to lose my
    business (which is more than the cost of that tablet every month) than
    to find a way to complete a contract that I tried to initiate on the
    appropriate day.
    I have cancelled my hotspot already, two phones that are eligible for
    upgrade (but that ain't happening!!), and a third one that will be
    contract complete in 3 or four months.  When that one is done, I will be
    completely closing out my business with Verizon Wireless.  VZW isn't the
    only game in town.  I hate the thought of leaving but I refuse to just
    sit back and do nothing.
    All of this has shown me how important long time (10+ years) loyalty
    pays off and how much we customers really don't matter to VZW.
    If you can talk someone into changing their mind, great, let me know.  I
    am not budging on this, and for all the run around and neglect I have
    gotten over the past couple weeks all I have been offered is a truck
    load of "I'm sorry this happened!" and $50 dollars off.  I believe the
    representatives I have been in contact with have been truly apologetic,
    but the corporation isn't.  And I am not going to bow at its feet.  The
    ball is in their court. They feel it is more important to lose $300 or
    more per month in my bill than to complete the contract I tried to
    initiate on Black Friday (for a $250 tablet). So be it.  If they want my
    business, they know what they can do to keep it.
    Thank you for your time.

  • New York Customers - Do not go to the Verizon Wireless on 57th and 6th Avenue in Manhattan!!

    Hi, everyone.  I am a Verizon Wireless subscriber for years now and am extremely knowledgeable in terms of Wireless Technology, CDMA/GSM networks, ESN numbers, etc. Basically, everything that a Verizon Wireless employee should know.  In any case, I did not know where to complain about a specific VZW store, so I decided to do it here and hopefully help some people avoid problems at this store if they are in the area.  I have been to the 57th Street and 6th Avenue store on several occassions, whether it was for an upgrade, inquiries, swapping phones with a friend, tech support, or just browsing.  Whenever I enter the store, there is usually an employee there to "greet" you; although their greet is nothing more than "Can I help you?" with a less than enthusiastic tone.  I will give below just a few examples of why I hate this store:
    1) I went there a few weeks ago because I had a upgrade on 1 of my 5 Family Plan lines.  So, I walked in and was taken over to a computer by the Manager.  He asked me what kind of phone was I looking for.  I told him that I wanted the iPhone 4.  He told me, "Well you know that the iPhone 4s is coming out soon, right?"  I said, yes I knew that but for now i wanted the iPhone 4.  I asked him about the return policy on the phone (which I already knew thoroughly), but just to make sure, and he explained that a customer has 14 days to either return or exchange the phone without penalty, aside from paying the $30-something restocking fee.  So I said, ok, great I will take the iPhone 4, and if for some reason I choose to exchange it for the iPhone 4s within those 14 days I will do it.  Then he tells me, "well, no, in fact, we don't want you to do that.  That's why I am asking you now.  If you return it or exchange it, that's money that comes out of my paycheck."  I couldn't believe he said that.  For one, I don't understand how exchanging comes out of his paycheck, perhaps returning it, but either way, that's not my issue.  Verizon Wireless has created a return policy for a reason and I should be able to do whatever I want without comment from a snotty employee regardless, as long as I am within the polcy's limit.  To sum that up, I basically made it seem that I wasn't going to change it and that I just wanted the iPhone 4.
    2) In regards to the above story, I eventually ended up returning the device, all while avoiding this nasty manager I dealt with, and picked up a iPhone 4S at another Verizon Wireless Store.  This brings me to my next ridiculous story.  So, one of my other lines had an iPhone 4, which I then upgraded to an iPhone 4s.  Now, I had an extra iPhone 4 so I decided to sell it online.  I finally found someone who was interested in purchasing from me, and asked to meet me at my nearest VZW store, which happens to be the one down the block that I spoke of above.  He wanted to meet there in order to ensure that the ESN was clean.  So, we meet there, walk in, and we are "greeted" and asked what we wanted.  He says he would like to check the ESn of the iPhone to make sure that it is clean (not on the lost/stolen list) and can be activated withour a problem.  She looks at him as if he had 6 heads and asked again what exactly he wanted.  He repeated "I would like to check if the ESN on this phone is clean so it can be activated."  She continues to stare at him as if he's crazy then says "Oh, I see, you mean like if its stolen or something?"  He said yes and she replied fairly nastily "Oh, well, we don't have that information here, (which is a lie) you gotta call Customer Care on one of these phones."  So he says "Uh, ok, thanks."  She goes to get the number to VZW Customer Service which, I already know by heart, although I told the guy, just call 611 from one of the handsets.  In any case, it ended up being clean (obviously) after speaking with a rep on the phone, and we went on our way.  
    These might seem like trivial issues, but remember that these are only 2 specific examples.  Almost every person in that store has an attitude.  Also, the story is fairly busy, so you will more often than not, be spending a fair amount of time there, waiting and waiting, even though there will be 20 employees on the floor, but only 5 working.  I have been a VZ Wireless subscrtiber for a long time and have never had a complaint about service or even the telephone Customer Support Center.  But when I walk into a store, I feel as if they should be working for "me" and other customers and should at least have basic knowledge of Verizon Wireless policies, phones, plans, etc.  And I know, you all may think, well just go to another store, but for me it is conveniently located and I shouldn't "have to" go out of my way just to get basic things done.  There have been times when I've walked in there, that I really don't want to deal with VZW anymore and just take my business elsewhere.

    bnjr86 wrote:  There have been times when I've walked in there, that I really don't want to deal with VZW anymore and just take my business elsewhere.
    I  wonder if another provider would really be much different?  Read some of the other carrier forums - seems to be the same story everywhere.
    I'm not disagreeing with you - I've found that I am usually more informed about Verizon policies and procedures than some of the reps in our local store.

  • How come Verizon Wireless will not give their customers a corporate number, email, or address to send complaints?

    I have been with Verizon Wireless for 7 years and I have went through more problems in customer service in the last year then I have in my whole 7 years. Usually if I have a problem they fix it immediately, I tend to call instead of going into a Verizon store because Verizon stores just do not care about their customers. I am beginning to think the same thing about Verizon Wireless customer service.
    Problem number 1: Verizon Wireless making changes to my account, aka payment arrangements, without my knowledge or consent. Making my phone shut off because I was 3 days late. Yes THREE DAYS... not months. Then after they turned my phone on because of their error I paid my bill. About a couple weeks later I decide that I want to purchase a new phone and want it billed to my account. They then tell me that no I could not have it billed to my account because my phone was shut off for non-payment. I then explained that it was an error, they then told me that they could not over-ride the system and I would have to wait 6 months to bill to my account. I asked if that meant I could bill to my account even if Iam late a couple days or what. They told me as long as my phone had not shut off because of non-payment I would be able to bill to my account, also that they would write a formal complaint on the person who made a payment arrangement on my account without my consent and they would get back to me. That was in Mar of 2013. I am still waiting for a reply from my complaint.
    Problem number 2: In March of 2013 Verizon had an email option on their website where you could email corporate and they will email you back. Since then they have taken it off and will not give their customers email, number, or address where they can reach corporate at.
    Problem number 3: Sept of 2013, it has been 6 months. I I then call Verizon to bill to my account a new phone, because I wanted to start a new contract. Well they tell me that because I do not pay on the same day of every month I will not be able to bill to my account and they can not over ride the system. I then tell them that this was not what was told to me in March of this year. The rep tells me that she cant do anything for me except investigate it and get back to me within 4 hours. I say okay and leave my number I wanted to be reached at, I asked if she was sure that she was going to call me back because I have been told in the past by verizon wireless reps that I would receive calls from them and they never bothered to return my call, because basically I was un-important. She stated that she would and she appreciated the business I gave Verizon for the past 7 years. (she was a supervisor by the name of Jeniffer in customer service on the east coast). 5 hours later I still had not received a call so I call back and ask to speak to a supervisor they then tell me that my claim was denied for "unknown" reasons about the call 6 months ago and they were not going to let me bill to my account and they couldnt help me further. I asked for a a corporate number, email, or address and they told me repeatedly that they did not know them and could not give them out if they did know them. That if I had a complaint he could notate it and make sure it was handled. Psssh just like it was handled 6 months ago. I daid thank you but no thanks and ended my call soon thereafter.
    It just galls me that Verizon treats their customers who make them money by using their services and phones every year. They do not have any care for the complaints and actions of their workers as well as their customers.
    I just want to know it anyone knows they corporate number, email or address??
    Or maybe a verizon rep out there (which I pretty much doubt will respond to my question)
    If I dont receive an answer soon I believe... no i KNOW I will be taking my $127.33 else where and maybe just maybe I can get better customer service, even if its just a tiny inch better than Verizons.
    AT&T here I come.

    yesterday i went to verizon with a 8 day old broken phone after 40 mins in line to be helped  the sales staff at glenway av in cincinnati turned me around and sent me out the door without solving my problem or returning my less than 14 day old phone.  i called corporate at >>removed<< they called the store and made an appointment with the manager to resolve my issue. when i returned to the store i was told i had to wait in line again so i decided to get loud enough for every customer in the store to hear what kind of customer service i was recieving.  so then the employee at the door not the manager called the police on me and threw me out of the store so today i am returning my phones and am seeking other service providers  but anyhow the corporate number i provided is a good one and the people you reach will solve your problem  corporate level is does do a grat job but the customer service level and store level employees i have found to be very unproffessional and extreemly mismanaged.
    >> Edited to comply with the Verizon Wireless Terms of Service <<
    Message was edited by: Verizon Moderator

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