Very disappointed in Verizon

My wife and I have been loyal Verizon wireless customers for at least 10 years now and I have never considered leaving until now.  My wife has had many problems with her cell phone since she purchased it and has received 2 replacement phones without it helping.  Recently she was given a warranty replacement phone and her old phone was put into the box and sent back.  The other day we received an email that we were being charged $300 because the phone was physically damaged upon return to them.  When my wife put the phone in the box to return it, it was in perfect condition with the exception of the software problem.  We tried to dispute it with them but they said the warehouse took pictures of the box and it wasnt damaged.  They also stated that the screen was broken and the piece that was broken wasnt in the box.  My wife and I are very honest people and if we broke the phone we would have just filed an insurance claim on it and paid for the phone that way.  They are saying there is no way to reverse the charge and when I asked to have the broken phone sent back to me and I would send the other one back to them they stated that the phone was already being repaired.  So basically they are forcing to pay the $300.  I would love to know if anyone can have this charge reversed, I would appreciate it, otherwise I will be leaving verizon when our contract is up in Feb.  I hope someone is smart enough to realize losing a loyal customer who pays their $200+ bill every month over a questionable at best $300 charge is good business.

Joemac9408...
Your experience sounds identical to ours!  We recently had the same situation.  I also told customer service that the phone must have been dropped in the warehouse.  The phone was packaged in the same packaging that my wifes new phone came in.  The original phone #3 went back because of a known charging issue.  It was NOT damaged!  They claim it came in with a cracked screen.  I told them that it wasn't sent that way and wanted them to check security cameras in their warehouse.  I even received a case # and a supervisors name Pete.  He informed me they would investigate and within a few days, VZW is hounding me for payment I refuse to make.  This sounds like a big revenue scam and if anyone with similar issues wants to go for a class action, I am in!
Looks like there is at least two more with identical issues...
>> Link removed (contained personal information) to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

Similar Messages

  • I am a very long term customer how is now very disappointed with Verizon!

    I am writing in to give one final try at gaining a positive response from Verizon.  I called in to talk to Customer Service today with a request and was really disappointed at getting a NO for a response.   I have a family plan with 4 phones of varying contract/upgrade dates.  Mine…6/10/15. Wife’s…5/29/14.  Mom’s…6/20/13.   Son…4/11/16.  Two of the phones are past their date and thus we can upgrade without additional fees.   I will be disconnecting my mom’s phone as she hasn’t used it since 8/6 and won’t be using it as she is moving into a Memory Care facility for Alzhiemers.   Thus my request was whether there was a way to upgrade my phone and my wifes phone to the iPhone 6 without having to pay an added fee for upgrading mine early.   I asked that they take into account that my mom’s is 16 months past her upgrade date, I am 9 months from mine and we are very very long term customers. Verizon has been our cell phone company ever since we bought cell phones a long time ago.  I was told NO.    I then told the service rep that if I have to wait until 6/10/15, I have no real reason to stay with Verizon as saying no to this request just makes no sense when it is being ask by a customer of such long standing.  I was told NO again.  Even though I am clearly not a customer that hops from one cell phone service provider to another...Verizon told me NO.  Even if it costs a bit more to switch to AT & T (which it may or may not...I don't know)…on 6/11/15 my wife and I will be leaving Verizon and my son can have an individual account.

    You sign a contract promising to a 2 yr service commitment in exchange for a substantial discount on a phone. You are 9 months from completing your commitment. There is no reason for Verizon to grant your request. In fact, they may be contractually obligated to NOT do so depending on their terms for selling the iPhone negotiated with Apple.
    In the past, Verizon has been lenient(by a month or 2 but never 9 months) with approving an early upgrade, but NEVER with an iPhone. The reason for this has been hinted at being because of the contract terms Verizon has with Apple. Verizon is not going to jeopardize their ability to have iPhones on their network to satisfy your demand.
    Currently, there is a limited time offer to upgrade early with Verizon if you are eligible to get a discounted upgrade by 11/15/2014. Unfortunately you fall outside of that window.
    Good luck with the new provider, you will be unlikely to ever get an early upgrade at another provider either.

  • Very disappointed in Verizon's service after being a customer for over 8 years

    I bought 2 LG chocolates on the family plan.
    From the start the touch feature has been less than satisfactory, when you scroll it scrolls so fast you often can't get to where you want to be.
    Recently the touch screen has completely broken down and you can't text, retrieve calls, find a contact  using the touch screen because it freezes.  This was the case on both phones within the same time frame
    I took the phones back to verizon yesterday and told them the problem. They acknowledged that this was a defect with the phones. They told me they would apply a software upgrade which would take abou 20 minutes anth that would fix the problem
    I left   the store for 20 minutes and when I returned they told me that the upgrade did not work. They said I had insuranceon the one phone but not the other and that  they would replace the one but that I needed to upgrade the other.
    I argued the point that this was a defect and it should be replaced/fixed as a defect. They told me that when you buy a car, and the warantee expires, you have to pay for repairs.
    I said that when a car has a defect, they recall the car and fix it for free. They then countered with the fact that  I shuold remove my internet package to reduce payments.. even though I told them I needed to access e-mails.
     They then tried to sell me a home phone, which I had not come in to buy, but they refused to address the real issue which was that I had to replace the faulty phone that had a KNOWN DEFECT!!
    I  am so disillusioned by verizon wireless that when my contract is up I am seriously considering one of the other carriers that provide unlimited calling/texting for much less
    To her credit, one of the techs who was helping me did get my connection fee waived because she saw how upset I was, but the other one was completely unheplful.
     And one of the other engineers told me I had bought an piece ofold technology garbage .
    Yet they were still not willing to help me by replacing the piece of garbage.

    Phones sold by Verizon have a one year manufacturer's warranty, and the tech was right, after that time period, unless you have paid for the extended warranty, you are responible for repacing a defective unit.  You can look for another carrier, but these warranties are provided in partnership with the companies that actually make the phones.  That means that the policies are basically the same across all carriers, because ultimately, it goes back to the same handful of companies that are making the devices.
    In general, if you want tech support, don't go to a store.  Store employees are trained and employed to sell, sell, sell.  That is how they make their commissions, and how their managers earn their paychecks.  If you call in and speak directly to tech support, you'll get people who are paid and trained to help you, and who won't have a vested interest in pressuring you to buy additional products.

  • I am very disappointed with Verizon!!

    I have sent 2 e-mails to support through this website and so far i have not had a response yet.
     I bought the thunderbolt when it first came out because i was told it was verizons top of the line phone and have had nothing but problems since. Im sure i dont have to list all of the problems that this phone has. It seems like whenever i start experiencing a problem i come to the internet only to find thousands of people who also have the same problem. I was told that an update was coming to fix alot of issues and supposedly it has came and went and this phone seems worse if that possible. Now my ringtones are are screwy and i never know who his calling by the ringtone anymore.
     A few months ago i called support to ask if i could exchange the phone for one not so plauged with issues, of course they said NO. I left T-Mobile with 2 lines and 2 ETF's and it looks like i will have to leave verizon too since they cant even respond to my complaints. I work hard for my money and im not gonna throw it away on a company who doesnt give a crap!
      Thank god Sprint has excellent coverage in my area!  I am willing to listen to some suggestions on what to do however.

    Have you tried calling 611 from your phone?  I usually get a customer service rep without too much wait by doing it that way, have never emailed them.  Mary

  • I am VERY disappointed with Verizon FIOS and service

    I was a contented Comcast customer for years.  Then FIOS came around with "an offer I couldn't refuse".  Now it turns out I should have.  In the past few months there have been two major problems with On Demand.  First, all the HD programs On Demand disappear for months.  Now, On Demand will not save my place.  If I exit a program/movie or if I pause it and it times out, I have to start from the beginning.  A real pain if I'm an hour into something.  I called and was told they knew about it and it would probably be fixed the next time an update was applies which was "every few months".
    What the heck!  No wonder it took so long for the HD to come back.  They only do updates every few months, even if there's a major problem.
    Add to this the fact that I have to wait on hold ten to fifteen minutes any time I call for support.  This NEVER happened to me with Comcast.
    I really am disappointed.

    I agree ... their customer service has gone down the toilet to boot. Have you found an email address for customer service(?) as their live chat to india is useless. I often wonder if they money they save is equal to the customers they lose?? every email & text update i get from them is also in spanish which is like salt to my wounds...

  • Very disappointed in Verizon.  This is not the Verizon I know.

    Ok, it looks like I cannot paste my text, so I will have to add it as an attachment.
    Synopsis:
    Samsung phones have a manufacturer's defect where the screens crack internally without misuse.  My phone is the Samsung Galaxy Note 3 and after 3 days of usage this problem occurred.  I did not drop the phone nor did I press on it too hard.  Verizon needs to honor the manufacturer's warranty and replace these defective phones instead of referring us to the warranty program.

    But I am not a customer of Samsung.  I am a customer of Verizon.  And by proxy, Verizon sold me this phone with an explicit warranty.  With me, Verizon has an obligation to honor the warranty in regard to manufacturer defects and provide a replacement.  With Samsung, the burden is on Verizon to bring Samsung to bear to address and correct these defects.
    It is just good customer service to make sure your subscribers have a quality phone and not a flimsy thing that breaks on a warm day.

  • Very disappointed in Verizon Wireless customer service

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

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

  • Very Disappointed in Verizon Tech Support re: iPhone Visual Voicemail

    I receive a new iPhone 4S with no voicemail capabilities. I take it into the Verizon store and they are nice enough to call tech support with me and do a restore and all of that. Tech support says my phone is "a lemon" and I have to go into Apple and get a new one and that they would give me one for free, no big deal. Okay, no big deal. 
    So I go into Apple and get a new phone, but it's *not* free. It's $162. Fine. I need voicemail. No big deal (this time with gritted teeth).
    I pay the $162 and get the new phone and activate it. Still no voicemail!
    So the Apple genius calls Verizon Tech Support. Nobody knows what's going on. We work our way up the chain and finally get someone who fixes the problem which is an issue with Verizon's network.
    So I'm out $162. I have a new phone I did not need and I wasted about 2 hours solving an issue that took less than 2 minutes to actually fix.
    I realize that everyone is human. I'm trying to decide whether to let it go or to pursue some some of compensation. I'm guessing that's futile as I have no record of anything.
    To make this more useful than just a kvetch:  VISUAL VOICEMAIL is a NETWORK ISSUE with Verizon and has absolutely nothing to do with the device itself. Just in case you find yourself with the same problem.
    And out of curiosity, has anyone else had this problem?

    It's NOT Verizon....  You are talking about the iPhone which runs a different system than what Verizon offers for Android and other devices.  You need to contact Apple to fix your issue.  Apple uses their own servers for their iPhones which are owned, run, and maintained by them.  They offer the service for "free" to get people locked into their ecosystem.

  • Very disappointed with Verizon

    A few days ago my phone got dropped and my screen cracked. I was out of town and called Verizon to see what my options were. I need a phone for work so i ask what can i do to get a phone right away. I was told i could go into a Verizon store and either use my upgrade or pay full retail and make payments for 24 months. Since i was out of town i asked my wife to go to the store and get a replacement for me. I said to just get the same phone.
    She goes to the Verizon store near our house only to find out that she cant get the payment plan there, she has to go to a corp. store. Well there was a waste of 45 minutes while she waited in line. Then she drives another 30 minutes to the Corp store where she waits in line again for 30-45 minutes and tells them what i wanted where they spend another 15-20 minutes trying to up sell phones as she has to repeatedly tell them i want the same phone i had before, evidently they are really pushing the iPhone now. Anyway i was eligible for an upgrade but we were saving that for my wife's phone because it has been malfunctioning more and more lately. So i told my wife to use the payment plan not the upgrade that i was told was an option from the phone conversation i had with customer service.
      Anyway turns out that the payment plan also uses the upgrade AND you still pay full retail for the phone, which we were not told. I contacted costomer service to see if there was something we could do. We still have one phone that doesnt work right. I offered to resign for another 2 years on the phone that has no contract if they allowed us to upgrade my wifes phone but was turned down.
    So know i have 3 choices.
      1. Keep the phone and let my wife keep using a phone that doesnt work right
        2. keep the phone but pay full price for the phone up front (which i dont have)
       3. Return the phone, Pay $250 to get out of my one line still on contract and go to sprint where i can get unlimted data and 2 free iphone 5's.  This would seem like the best deal for us but yet i like the phone i have now and up to this point had been happy with verizon.
    Seems like the best deal for Verizon would be just to let us upgrade my wifes phone. The lose half the retail on the phone but gain $3000 over 2 years on our contract.
    Its your move Verizon. We will be going to the sprint store on Monday night most likely and if nothing is done by then i guess see ya.

    I am in the same situation. My daughter cracked her phone earlier this year back in February. In the mean time she has been using my old HTC Thunderbolt, which of course is old and had a lot of issues. When we heard about the Verizon Edge plan, we thought this was a great solution. So we waited until the plan was available, only to find out that we are not eligible for the Verizon Edge Plan. It would seem that the advertising is deceptive. They state upgrade at any time; they mean anytime as long as you are eligible for an upgrade which basically leaves you in the same situation, nothing is different. My daughter attempted to sign up for the edge plan and was told she had to be eligible for an upgrade. The she was told that she could get a phone and use the payment plan program which means you can purchase a phone at full price and pay over the course of a year. This of course means paying for  a $600/$700 phone over 1 year.  I asked if we could pay for half the phone up front and pay the remaining balance over the course of a year and they said no, any additional payment would be added to account payment for services. The Verizon Edge plan is a scam, it is not what it seems. There really is no flexibility at all, my daughter will have to wait tip August 2014 to purchase a new phone under this plan. I have paid verizon over $200 a month for my familiy's plan for 7 years. This is not customer friendly service; I will be changing carriers as soon as I am eligible, I will not pay so much money for this type of service. T-Mobile is starting to look much better, I hear positive things about their customer service even with their coverage. I don't travel much anyway!   ...........Unhappy Customer!

  • Phone Dropping calls and disappointed in Verizon

    Very disappointed in Verizon Wirelessly. Over the past year my phone has continuously dropped calls. It's getting worse and worse. I went from have decent service  3 years ago to only being able to talk in my bedroom and kitchen over the past year. over the past six months I had to start going outside and now that's become a problem. Even in the town I live there are now many dead spots. 90 percent of my calls drop a day. at times phone won't even ring Some calls and text don't even come through until hours later. People are thinking that I am ducking thief calls, and I'm tired of explaining the situation to them. To make matters worse I have contacting Verizon several times over the past year only to be given the run around. I've been promised help but nothing. some were supposed to call me back with a solution but nothing. I was told a tech was coming, never saw them. I was told to buy a network extender almost 300.00 dollars, but why should I have to pay for this when I'm alrwady paying you every month. I tired of giving Verizon the benefit of the doubt, but I'm close to leaving them and taking many in my community with me, cause im not the only one suffering. Verizon step it up and give me what you promised "the most reliable service in America"
    oh and yes I have powered off phone, reset phone, replaced phones 3 times. I've done it all. So once and for all please HELP!!

    I am very disappointed at Verizon.  I am very very angry right now.  I called their customer service about getting a second line on my account and asked them if they had a return policy or if the device is lost or stolen would I be liable.  Both customer service reps that I spoke to on the phone both said that I would be able to stop the service as long as it was within the 14 days of purchase.  The only money I would not get back would be the money that I would have paid for the telephone, the activation fee and that is ALL.  I was going to take the risk and do this and ofcourse we would have to purchase the insurance.  But I even had the second customer service rep verify with her supervisor that if the phone was lost or stolen that we could stop the service and would not be responsible for anything more and the two year activation would be stopped.  She put me on hold and verified it and came back and said that I was correct and that that was true.  So I told her then I will go ahead and go to a verizon store and purchase a phone.  When I got there, I was told that it was NOT true.  I asked them to open the conversation from customer service and they did and he saw it, but the supervisor at the store would not let me see it.. as if it is a BIG secret.  If they can't be honest about it in the beginning then imagine how they are going to screw you in the end.  I finally had to walk out and I am so so so disappointed.  I want to cancel my existing service, but they have everyone by the balls... and they now it.  Something has got to change... Government, NOW it's time to get involved.  Anyone with me... say HEY!

  • Disappointed in Verizon...4G Plans

    I am currently looking for a tablet, and was excited to hear about Verizon offerring the Samsung Galaxy Tab 10.1 tablet, and then I found out that they would be charging $30 a month for only 2Gb of data ($50/5Gb, $80/10Gb!!)...talk about the air going out my ballon.
    I've tried every way possible to justify staying with Verizon, but it looks like I'll be going to the iPad 2 and AT&T. Not only are they a little cheaper on the data plan, but they offer month-to-month pricing.
    Verizon - you could be so much more than you are. I realize you will always charge a premium price, but for that you must deliver a premium service and plans. You can't just expect everyone to want to lock in 2 years at the highest prices on the market.
    So very disappointed in Verizon...

    Remember the best ATT can offer is a 3G connection.So I think the plans are comparable. And ATT only offers up to a 2GB plan and that at $25. So a better network, much more 3G AND 4G accessibility. 
    And the IPads on VZW are month to month. Dont know where you received your info....ATT maybe???
    16GB iPad

  • Disappointed in Verizon...willing to lose a customer

    I called a week ago to ask Verizon for some help.  My husband and I just bought our first home.  We checked Verizon's map of coverage, and it said our new house was in a good coverage area.  The day we signed papers on the house, I came over to clean and was disappointed to learn that I cannot make or receive calls in or outside the house.  The day was very windy so I hoped it was just a weather-related issue.  However, this was not the case.  We quickly learned that there is one spot in the kitchen where you can make a call and one bedroom (but you have to be seated in the center of it).  I called Verizon to ask for some help.  The first woman I spoke to said that it showed I was in a good coverage area, and they would probably just send me a free network extender.  However, she said, I had to put in a trouble ticket first.  I then spoke to an extremely helpful man who tried to push an update through to help us - that didn't work.  He took our information and said he would put a trouble ticket through.  He said that it should take about 7 days, but they typically hear back in two.  Seven days later, frustrated from having dropped calls all day when trying to call the doctor, I called Verizon.  They informed me that the ticket had been resolved - strange, because no one told me this.  The rep that I spoke to was extremely nice yet again, but explained to me that since my house is in a coverage area known for issues, then, they could only offer me a network extender for $150 or waive our fees to leave Verizon.  My first thought was that if this is a known coverage area with issues, why does their map say it is a good coverage area.  My second thought was why should I have to pay for something to make Verizon's coverage better.  I already pay a $140 per month for two phones.  Additionally, why should I have to pay for a device that is going to use my internet service that I pay for through another company?  With that said, I love Verizon.  I have been a customer for over 10 years.  I do not want to leave.  So, I offered the rep to waive the fee of the extender and I would stay with Verizon.  It seemed fair to me.  The cost of the extender would far outweigh them losing the cancellation fees of me leaving as well as my monthly bill going forward.  The rep checked with his manager, and I was informed that they could not do that.  He said that he would note that my cancellation fee could be waived when I leave.  I was shocked!  How could Verizon be okay with losing a loyal customer?  I am so disappointed in Verizon, and now I have to leave them when I don't even want to.

    I am very disappointed at Verizon.  I am very very angry right now.  I called their customer service about getting a second line on my account and asked them if they had a return policy or if the device is lost or stolen would I be liable.  Both customer service reps that I spoke to on the phone both said that I would be able to stop the service as long as it was within the 14 days of purchase.  The only money I would not get back would be the money that I would have paid for the telephone, the activation fee and that is ALL.  I was going to take the risk and do this and ofcourse we would have to purchase the insurance.  But I even had the second customer service rep verify with her supervisor that if the phone was lost or stolen that we could stop the service and would not be responsible for anything more and the two year activation would be stopped.  She put me on hold and verified it and came back and said that I was correct and that that was true.  So I told her then I will go ahead and go to a verizon store and purchase a phone.  When I got there, I was told that it was NOT true.  I asked them to open the conversation from customer service and they did and he saw it, but the supervisor at the store would not let me see it.. as if it is a BIG secret.  If they can't be honest about it in the beginning then imagine how they are going to screw you in the end.  I finally had to walk out and I am so so so disappointed.  I want to cancel my existing service, but they have everyone by the balls... and they now it.  Something has got to change... Government, NOW it's time to get involved.  Anyone with me... say HEY!

  • Very Disappointed Verizon Customer

    ATTN: VERIZON and ALL VERIZON CUSTOMERS
    I have pre-ordered two 32GB iPhones three days ago. My bill was over $500. For the money I paid, and for my expectations for Verizon customer service and integrity- I was seriously let down.
    With no tracking number, a non-functioning website, and completely clueless customer service representatives- I have come to the conclusion that Verizon Wireless does not care to show the same loyalty to its consumers as its consumers show to Verizon Wireless.
    In the name of reasonable customer service and business integrity, the very LEAST Verizon Wireless could do is publish an open letter to all iPhone pre-orderers who still did not recieve word from the company regarding their expensive purchases letting them know that all problems and delays will ironed out. Another possible solution could have been to send a simple e-mail to iPhone orderers stating this.
    My request is not unreasonable by any means. All I want is a simple acknowledgment from Verizon Wireless. Not everyone has the luxury to sit around home and wait for their iPhones to arrive. Moreover, it is quite difficult to plan for the phone's arrival when you have no clue, whatsoever, when it is shipping. I will be the least bit surprised when Verizon is flooded with complaints about how many iPhones were bounced back to the shipper because no one was home to greet their respective carrier.
    If I were in charge of this operation, I would immediately notify my customers about the website glitches, explain the problem, and cater to the hundreds of thousands of customers who ordered their iPhones and are completely left in the dark about their products' whereabouts.
    Sincerely,
    A very disappointed Verizon customer

    per an email I received from Verizon.
    Congratulations and thank you for your iPhone 4 purchase.
    It has come to our attention that your order confirmation
    may have reflected an incorrect shipping date.
    Your satisfaction is extremely important to us, so we would
    like to assure you that your phone will be delivered on or
    before 2/10 as promised.
    As I can attest, when the phone actually ships you will get a tracking number. Just wait for it. Then you can plan your schedule on receiving your phone.

  • Customer service complaint - very disappointed

    I just spent another hour on the phone with Verizon's Customer Service.  After being a loyal customer since 2003, my phone stopped working.  I went into a store and they helped me get it replaced.  The second phone I got had issues with it's battery life.  I went in again, they couldn't fix it and they ordered me a replacement.  The third phone also did not work and I did not have service for a week.  I brought it to the store and they actually broke it some more and again, I didn't have a phone for a few days, until my replacement came. 
    When I called Customer Service to tell them about my experience, I asked for a $200 credit to my account for all of the service, time, and frustration I wasted to have a functioning phone and service.  I told her that if they were not able to compensate me for that experience and reward me for being a loyal customer, my husband and I would take our business to AT&T (we are merging plans and both upgrading to an iPhone 6).  The woman I talked to asked for the amount I would feel okay with and I said $200.  She put me on hold for awhile and come back and said my $200 credit was approved and that she made note of it on my account.  I confirmed that it would show up on my next bill and that it was approved - she said yes.
    A month passed and I did not see the credit on my bill.  I called to follow up and the customer service rep told me that the credit was actually not approved and there was nothing he could do.  After an hour back and forth, he finally put his manager on the phone.  I gave them one last chance to honor the promise Verizon made with my credit before I chose to take my business elsewhere.  They chose not to do anything. 
    My contract and my husband's contract are up - we were planning to go to Verizon this weekend to add him to my account.  I guess instead we'll be going to AT&T.  I am very disappointed.  All I was asking for was a reasonable credit, but they would rather lose two customers than take care of them.  I know Verizon is a big corporation, but I will definitely do what I can to deter anyone away from Verizon from now on.

    That's terrible customer service.  Though my time is very valuable, I'm more angry that I was told that I would be credited when it wasn't true.  This was not my error, but Verizon's error and Verizon should take ownership of their mistake and honor what was said.  This is all in addition to 3 faulty phones and loss of service for days at a time.
    Sent from my iPhone

  • So disappointed in Verizon.

    I was a customer for 20 years. The line was used only for internet and we were having connectivity problems. I was told someone would come out to fix the line and I waited around all day long and no service man showed and no follow up call happened. Then the next time a guy came he said vines were on the power line and good luck with getting anyone from the electrical company to come out. The lines were cleaned and we asked for them to come out again in which they did nor gave us a new router or even checked it. Finally another service guy was in our neighborhood with Verizon and told us to just go with another company and he worked with Verizon. After much frustration I called Xfinity and I have Internet service again. To leave Verizon after 20 years was made so easy as well. I called two days prior to Xfinity coming out and they actually said I could offer you 20 dollars off your bill, but anyways thanks for your service. Hello! Offering me 20 dollars off of a service I wasn't even getting was ridiculous. There was no offer of someone will be out today or tomorrow to fix your issue. The customer service has gone so downhill and the way a long time customer was treated was horrible. I've never complained on any company. I even gave Verizon numerous chances and over a month and a half to make it right. They didn't. Very disappointed and very happy to have Internet within 5 minutes with another company that sent over an 18 year old to solve our problem in 5 minutes. It's sad that Verizon just didn't care, maybe because it wasn't a cellphone issue. Not sure. However after using this company for 20 years and seeing this kind of service gives me the passion to complain to anyone that will listen. It begs the question of how will new customers be treated if loyal customers are treated so poorly.

    I feel your pain. We only have Verizon as an option for internet service. I should point out that we also have a Verizon land line. Anyway, everytime it rains, we have problems with our internet service. I call Verizon internet and they want to do all kinds of stuff with the router etc. I explain it's been raining and they transfer me to the phone part of the service. Maybe someone comes out and maybe not. When someone does show up they pass the buck to another technician. They just wait until the lines dry out and our problem sort of goes away. It never really gets done right and no one will tell us who to talk to. I hate Verizon with a passion.

Maybe you are looking for