Where is loyalty from verizon to its customers

i been with verizon for almost 19 years. but verizon has no loyalty program for its customers and fees keep going up and up. i have no issues with verizon but with other carriers being more " family friendly", i might have to leave verizon.

JonathanK_VZW,
Great "corporate answer!" Billions, impressive, yet not enough to allow "Old Customers" the opportunity to keep their unlimited data plan. I ordered a I phone 4S online, received it then couldn't activate it(That was a good thing!) Then talking on the phone with your tech, I discovered I'd be losing my unlimited data plan......at his continued insistence, I wouldn't notice the difference, that I should activate the phone! I didn't and will not. I then went into your Verizon store in Fairfax VA on Lee Highway. At that clerks insistence, she too said I wouldn't notice the difference, again more bureaucratic horse ****! She then said she couldn't send the phone back without a $35 restocking fee, there's your BILLIONS in investment for you, again another GREAT experience!!!!
The best results I had was from the tech who's sending me a return slip so I can return the phone. I'm so annoyed at "All" you corporate drones, that it's time I left Verizon. I give almost $3400 a year for four phone contracts, one of which is up and another in a week. Those will be going to a competitor, with get this "UNLIMITED DATA!!!" When I talked to the salespeople, they didn't give me a run around or said "I" wouldn't notice it, go figure.
To quote you, "
Why would you want to settle for anything less? What good is cheap monthly fees without the quality to back it up? Doesn't sound like a very good value to me! Please let us know how we can help with your current plan and what prompted your post. We have options!"
It's not about cheaper service, rather "KEEPING" service I've had. Options, none that I see........Hey wait a minute, I probably haven't noticed it....
Mark Andersen

Similar Messages

If the customers treated Verizon like Verizon treats its customers

Im having a hard time finding words that wont get my post deleted. The past few times ive had any dealings with Verizon should be the traing for how not to provide customer service. On the phone or in the store it doesnt matter its been a bad joke. I cant throw everyone under the bus because there has been 2 people who at least put forth effort but still the clowns who have angered me to the point of making a complaint on public forum snuff out any positive effort made by these people. Id like a response from someone from Verizon about these events. It doesnt have to be what I want to hear but I do expect more than "this is what you signed up for when you signed the contract" or "we have you by the balls so you had better just accept it" hoopla that I expect and have received both on the phone and in the store
First complaint: About a month ago I made a call to customer service to see about lowering my bill. My bill is over $300 a month and I see advertisements for plans at $160 a month with 4 more gigs of data than what I get currently. The guy I spoke with did in fact lower my bill significantly. Somewhere around $80 a month. What he didn't disclose was he extended every contract for one year. I found this out when I received an email saying features to one of my step daughters phones had been changed. At the time I received the email she was on vacation in South America with her father so I called customer service to make sure no funny business was happening with my account. When informed what the changes were I was infuriated and demanded my contracts be restored to their previous end dates as I had not authorized them to be extended even if it meant my bill would return to its previous amount. I cant remember the ladies name but she was the first of the two brightspots I mentioned earlier. My end dates were restored to their previous times and I believe that my bill is still lower than its previous amount but not the $80 monthly. I later went in store to speak face to face about the $160 a month plan where the guy said I couldnt because only 3 of my lines qualified for the Verizon edge plan and even if if I could get the plan my bill would be higher because we would all have to get new phones and make the monthly payments on them in addition to the $160 price for the plan. Whether this is how the plan works or not at least it was an explanation.
Complaint #2:
Yesterday my phone died. Just died. Not broken, dropped or any of the usual suspects just died. It wont take a charge from the wall or car charger or turn on or anything. I had insurance on the phone (that I paid through my bank account and not my bill) but stopped ( by cancelling that debit card) a few months ago because I couldn't find a phone number to reach them to cancel payments I was making on phones I didnt have anymore. In the next 30 days I have 3 lines available either for upgrade or termination of the contract so I call customer service to what could be done. Good thing I had my contracts reverted to their original end dates huh? So anyway the customer service person says I should speak to sales and forwards me to them. So after getting the person in sales and explaining the situation he asks which number and I tell him. He says well that number isnt eligible for upgrade for another year. My response is yes I know but I have 3 other lines that will be in the next 30 days. His response was id have to speak to customer service. Customer service was who said I needed to speak to sales. I told the guy to just forget it and I would call back. So today I call customer service back. I explain the situation again the lady says there is not much she could do because her manager probably would not approve an early upgrade. Having had a day to think about the situation I tell the lady if I cant get another phone then at the very least I had better get a credit to my bill because I will not be receiving the services they are charging me for. Which she did end up doing because her manager wouldnt approve an early upgrade.
I still feel like I need a better explanation than my manager said no. My business will suffer without the phone. A large part of my business is done because I am able to provide immediate service. I provide warranty services to several construction companies as well as provide services that dont fit into the contracts of their other vendors and subcontractors. My office is at home which is anywhere from 20 to 40 miles away from the neighborhoods I work in which makes being able to get emails and texts on the fly essential. I have no problem telling a customer no myself but I would never give a reason of "we just dont do that" or "my manager says no". I dont feel like I'm asking too much out of Verizon to either give me a good reason or a freaking upgrade 30 days early. And just for the record the dead phone doesnt have a removable back where I can simply get a new battery to put in.

You can simply purchase a phone at full retail cost if it is important to your business. This can be done at any time. You do not need to be eligible for an upgrade.

Why is Verizon blocking its customers from using OpenDNS service?

I have always used my devices through my home WiFi until recently my phone and tablet are not using my preferred DNS server. I'm considering changing wireless companies if this issue is permanent.

Verizon does block certain ports for safety and security reasons. That is true. They have a responsibility to protect their customers and their network.
You state in the past your tablet and phone was able to connect to your home WiFi network using Open DNS.
The part I am trying to get across is the tablet and phone have no idea what DNS you are using.
A properly set up network either using your broadband or DSL providers network versus you using the open DNS service is not going to stop the tablet or the phone from making a connection to your mode/router.
In example I receive my connection through RR. I then have my own modem connected to it, my modem grabs its DNS from RR. This modem also has WiFi built in. So the address is 292.168.1.100 but I can change it.
My router now is accessed via 192.168.1.1 but in the routers settings I can use open DNS or any other proxy server I have rights to.
I use different id names for both WiFi devices. So I set my tablets to use a dedicated address, in fact every device is set to use 192.168.1.25, or 24, 23, or 13 and so on. This forces all connected devices to acquire the same address each time.
However it makes no difference what DNS server I am using. As long as my modem/router has a solid connection to the net my devices will always work and do.
Good Luck

Where is the loyalty from verizon

If you upgrade your phone there is a fee if you get a new line there is a fee the only diff is $5.00
I have been with verizon for 16 plus when it was airtouch .
I have a unlimited date plan and want to upgrade my phone it says at a discount but there is not one $5.00 is not a discount
They use to care with every two yr upgrade why not now

What kind of loyalty programs are out there for anything? Ever try to get that great new cable deal? Good luck
Ever try to get a discount from the grocery store because you shopped the for years, and heck you'll just go to the one of the 7 other stores within 4 miles...
There is no loyalty, you pay for service you get service..this standard of loyalty isn't in Americans big business vocb

Verizon charges its Customers for its billing errors and will not credit 100%. Why?

Verizon disconnected phones in error (I have 6) and will only credit 50% of the reconnection fee. This is after the original representative acknowledged the error and issued a credit (but only for the primary line). In the scheme of things, not much money.....but it ****** me off. Wonder how many times they get away with this.......

Verizon uses their system.
Apple uses their own. You paid an exhobant amount for your iPhone which included visual voicemail. That is the difference.

Workers on strike - is there a response from Verizon?

I see in the news that 45,000 Verizon employees went on strike. So, I signed on to this website hoping to find out what Verizon itself thinks. Nothing. No links in the news items, no links on the announcements. It's as if it isn't happening. As a Verizon customer, I am concerned about Verizon's treatment of its employees. I'm appalled that with the economy the way it is, Verizon would choose now to go after employee benefits. I'm even more disturbed that there is absolutely no mention of it on their website. Verizon, I thought your employees were important to you. I thought that was why you supposedly have such good customer service. From this web site: "Our employee friendly practices have earned us recognition as the employer of choice in the telecommunications industry." Is this still true? For how long?

Of course you're a union plant. Show me one of you who registered more than a week ago. Denying it is as stupid as Trublubrewcru (dig the name) saying he's not a "lefty".
The purpose of this forum is to get the best products & service for the least cost from Verizon Wireless by way of direct and publicly-aired feedback from Verizon's Wireless customers.
The people that get my sympathy are American consumers trying to stretch our inflation-shrinking dollars. Verizon overpaying union workers in not conducive to that goal.
I want Verizon to provide the best value products & service, and I HOPE they make as much money as they can doing it. I want all boats to rise in an economic tide. In a free market & country, Customers & Workers are free to leave for greener pastures.
(two-year contracts not withstanding)

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.

I have an icon thats appeared in finder ..i don't know where its come from and what its for. It doesn't respond in any way when I click it.How do I get rid of it?

I have an icon thats appeared in finder ..i don't know where its come from and what its for. It doesn't respond in any way when I click it.How do I get rid of it?

I can't select it .. I click on it and nothing happens. The only thing I seem to be able to do is a two fingered click which brings up a context menu for the side bar preferences..but unfortunately this icon does not appear in the list.

Can't get a strait answer from Verizon on loyalty program

I've called Verizon several times regarding how best to get monthly charges more in line with the true value of the services. It seems (like most companies) Verizon wants you to spend more and more each month on phones, plans, etc. but the value just isn't there. I was paying $175/mo. for 2 phones and a 4GB plan with Verizon. Does that make sense? I've talked to no less than 5 Verizon reps and only 1 person has mentioned the loyalty program. This is exactly what I've been looking for yet Verizon doesn't want folks to know about this.
So, here's the loyalty plan from Verizon: for each line, you get 2GB of data plus unlimited voice and texts for $60/mo. I suspect this also requires a contract. I don't know how long you have to be with Verizon though I've been with them for 10 years. Course there are the usual ancillary charges over/above this, i.e., taxes, insurance etc., but this is more in line with what I expect.
When I've discussed this plan with reps, there have been deliberate attempts to push me into plans with higher fees which is exactly what happened to me though I was told I would be able to recover $25/mo. from each phone as they were out of contract. The net was the 10GB plan for $180/mo was going to be more like $130 for me. Alas, that was incorrect information and I've since cancelled the new contract and went back to an older plan. So, what's a consumer to do. Wait. Complain - complain loudly in fact. This is unacceptable and loyalty and value should mean something.
I will update this thread as events unfold. If you've experienced this same or similar issues with Verizon, please speak out. A collective voice is much stronger than individuals.

AkumalLarry wrote:
A collective voice is much stronger than individuals.
This is certainly true, however a collective INFORMED voice is much stronger. People who fail to confirm/understand details of agreements which the sign and THEN complain about them is not all that strong.
The single line plan is just that, a single line plan. It is not a "loyalty" plan nor is it advertised as such. I believe there is still a "loyalty" plan which is not normally advertised which is unlimited talk/text and 1 GB of data for $50/month.

Nokia wants to Move some of its customers from NSU...

Is it possible that may be Nokia wants to move some of its customers, the ones who have phones with OTA capabilities, from NSU to OTA?
OTA shows my N96 has V20 available, but NSU says V12 is the latest. hmmmmmmm, what do you think?

to say everyone is happy with something is absurd
if you actually believe everyone thinks like you that would be misguided,
to answer the question what I believe is this-
OTA updates the specific or part(s) of firmware that has been upgraded hence the smaller size and likely available before the full version on NSU for your product code
NSU updates or reinstalls the entire firmware based on product code so NSU updating involves many regional variabilities of the product code
pavillion_alex I agree completely why would someone be "happy" to pay for something (OTA) they are more likely to get for free (via PC) I have no idea
Message Edited by likeitlikethat on 11-May-2009 01:40 PM

Why are my text messages not delivered from Verizon Customers to my new provider?

I ported two numbers away from Verizon and now Verizon is apparently blocking text messages from Verizon customers to my new provider.
I can get texts from AT&T, Sprint, TMobile, and anyone else. Unfortunately, I cannot get texts from Verizon customers.
I have been right next to a friend with a Verizon android who texted to my non-Verizon android, and it never got through. My new provider says that this is not uncommon.
I have been on with Verizon tech support, and while they are nice enough, they have not been able to fix anything.
Verizon, please take responsibility to fix this!

rowdyonez, thanks for helping us support Frustrated_Former_Verizon_Cust with information regarding how to resolve their text messaging issue. Let's make sure that this isn't a memory capacity issue. The first thing that we recommend is to delete all unwanted text messages and power the devices off/on to soft reset. Keep us posted. We can assist right here in this forum, too.
LasinaH_VZW
Follow us on Twitter @VZWSupport

My iPad suddenly stopped receiving cell signal from Verizon and in the top left corner it says Invavid SIM where it used to say 3G

MY 2 week old IPad 2 suddenly stopped receiving a cell signal from Verizon and in the top left corner of the screen it says Invalid SIM where it used to say 3G. Why did this happen and how do I fix it? Still works on WIFI...

Why? Who knows. You could try reseating the SIM to see if this helps. If not contact Verizon.

My account was hacked in September -- Still no action from Verizon. Please help!

My account was hacked in September, someone added an additional line and ordered an iPhone, adding more than $600 to my account. Verizon quickly identified this as fraud and assured me that my account would be cleaned up. Almost three months later, I still have hundreds of dollars billed to my account that no customer service rep has been able to explain. My service is now pending disconnection, even though I have continued to make my regular payments, but I have refused to pay the additional charges incurred by the hacking of my account. I've spent more than two work days on the phone with Verizon, speaking to about three dozen agents and supervisors, explaining my situation all over again, taking valuable time off work and away from the family. They all promised to help, but nobody actually fixes this mess that I did not cause. Ten days ago, I wrote a letter to customer service which I will post below. I have not heard back from Verizon. No one has called to apologize or offered help in restoring my account. As a cellular customer of 16 years, I have never experienced something like that. I simply don't know who to talk to anymore to get this straightened out. No customer deserves to be treated like this. Please help me find out who I can contact with the authority to clean this up for me! Many thanks in advance.
Here is the letter sent to Verizon with signature confirmation Monday a week ago. I does not detail today's trouble, when I spent another 90 minutes on the phone with three different agents and one supervisor, but I got disconnected every time.
Dear ladies and gentlemen,
I am writing this as a customer complaint. My family has been a loyal Verizon Wireless customer since August 2011, after making the change from T-Mobile. We currently have the 15GB Everything Plan with five lines, all of which are used by family members. Since July, we are also customers with Verizon FIOS for our home internet and cable, which means we pay Verizon an average of $5,600 annually.
My wife is the primary account holder and I have an EDGE plan for my own line. In September, I ordered a new iPhone through my local Verizon store in XXXXX., which is, as far as I know, an independent store with a Verizon license/franchise. When I picked up my phone, the agent at the store noticed that my account was in “chaotic standing.” First, he said that we had been advised badly by Verizon when we initially signed up in 2011, resulting in much higher monthly fees than we could have had under the 10 or 15 GB Everything Plan, and he suggested that we switch to this plan immediately.
It was frustrating to learn this, because in my two years of communicating with Verizon agents by phone, no one ever bothered to inform us that we paid more for our account than we had to and that there was a more compact plan available which would have decreased our monthly bill. My daughter exceeded her data allowance on an almost monthly basis, which we could have avoided under the plan that we currently have but didn’t know about.
Then I also learned that my current bill had suddenly skyrocketed to over $900 because a sixth line had been added to our account and someone had ordered a phone and charged it to our account. The local agent was extremely helpful, he immediately suggested that this was fraudulent activity and he called Verizon to restore my EDGE eligibility which I had lost due to these fraudulent charges that I had not caused and not paid. He did talk to the Verizon fraud department and reported the incident, and I was told that the additional charges would be taken off my account and my good credit – and EDGE eligibility – would be restored. In good faith that Verizon would take care of this, I left the store as a slightly worried, but satisfied customer.
About a week later, I called Verizon to check on my account status because I wanted to EDGE up my teenage son’s line XXXXXX and get him a new iPhone 6 for his birthday. The agent I spoke to told me that the fraud situation was still showing on my account and that my EDGE eligibility had not been restored yet, but he assured me that this would be taken care off by the following week, when my son’s line would be eligible for an EDGE upgrade under his plan’s timeline.
When I called back the following week, I was saddened to learn that contrary to the previous assurance, our EDGE eligibility had not been restored and the fraudulent charges to our account were still showing on our bill, which was quite confusing because it was impossible to figure out my actual charges. What followed was several weeks of phone correspondence with Verizon agents who apologized again and again and assured me that my EDGE eligibility would be restored so I could order my son’s phone and my the additional charges would be dropped from my account.
However, this didn’t happen. I am not going to list the entire call log, because I know that you can easily access these records. But for several weeks in October, I spent many, many hours on the phone with Verizon, explaining the entire situation regarding the fraud again and again. I listened to assurances, promises, apologies, and I was transferred multiple times to different departments to get my EDGE eligibility restored. After an incredibly frustrating and time consuming experience I was eventually able to order my son’s phone. But several days later, when I checked the order status, I noticed that the order had been canceled because – I’m sure you can guess it by now – my EDGE eligibility had still not been restored. This forced me to go through the whole process again and I spent an entire afternoon on the phone with several different agents and managers until in the early evening I was finally assured that my account standing had been restored and that I could order my son’s phone. That day alone, I had to leave work five hours early to get on the phone (from about 2 p.m. until 7 p.m.) and work this situation out so my son could get his phone, which he eventually received on Oct. 31.
I work as a newspaper reporter and I have an incredibly busy schedule. Yet the inability and unwillingness by Verizon to help me straighten out my account took much of my work time, which I had to make up for at a later time in order to get paid. Unfortunately, this meant that I had to take out much of my highly valued family time to talk to Verizon, which increased my frustration with your company, as you surely can understand.
As a loyal customer, I can’t stress enough how incredibly frustrating this experience was. I was forced to spend many hours away from work and family just to deal with the same situation over and over again. I lost track of the hours, but I am sure that one look at your call log will confirm that adding up these hours it was more than two full work days that I had to spend on the phone to work out a situation that I did not cause to begin with. Adding to these already incredibly upsetting circumstances were at least a couple of calls where it took me 15 minutes to get an agent on the line who then promised me to transfer me to the right person to help me, only, after more waiting time on hold, to be disconnected and start the process all over again. How I was able to maintain my composure and continue to be polite and respectful to the agents, I don’t know. I’m sure they are used to much harsher treatment from other unsatisfied customer for much lesser reasons.
It is bad enough that a company like Verizon cannot protect their customers from getting their accounts hacked and hundreds of dollars being charged to their account. But what is even worse is that I have to spend hours and hours of valuable time and energy to mitigate a situation and fix a damage that I have not caused in the first place and had no control over, and Verizon has not offered me anything to reward my patience and loyalty other than brief apologies from stressed out agents that obviously were not qualified to handle such situation, resulting in their own frustration with this issue.
What adds to this extremely frustrating and highly disappointing experience is that because of the hacking and the fraudulent charges that polluted my account for many weeks, it has become impossible for me to understand what I am being charged for and what I actually owe for the services that I did order and did receive. This frustration once again peaked on Saturday last week, when an agent told me that my past-due charges are more than $600, with a total of more than $900 total due within three weeks, ( that is about the same what Verizon charged me after my account had been hacked and an additional line and phone had been ordered by the perpetrator) in spite of my continuing “blind” payments towards my balance since this all began in September.
I talked to two agents on Saturday, one from Customer Service; the other from the billing department, and neither was able to explain – or even seemed to understand themselves – how these charges occurred. In good faith, and in order to avoid a disruption of service, I still made a $170 payment, which is about half of what my total monthly payment should be under my current plan with five lines, and I vowed to pay another $170 by the end of next week in the hope that by then, someone with authority and complete and full understanding of these circumstances will have contacted me to explain my account and issue a sincere, well meant apology for what has happened to this loyal customer.
Believe me, I rarely reach out to a company and complain like this. I have a busy and hectic schedule, but the time it took me to write even this long letter to Verizon was just a fraction of the time and energy that I wasted to restore my account and get my son his new iPhone on time for his birthday, which he was looking forward to very much.
But after my experience with Verizon, I feel that Verizon should know that no loyal customer deserves this type of treatment and should ever have to go through what my family and I had to endure because of Verizon’s inability to protect the privacy and integrity of our account, and to restore it to its original standing.
I left T-Mobile in 2011 after a total of 13 years as a loyal customer, because I was unhappy with their increasingly bad customer service. I came to Verizon in the hope that my family would have a better experience here, and we were ready to stay with the company for many years to come. But at the moment, we are regretting and reconsidering our choice. Our final decision will certainly depend on the final outcome of this incredibly frustrating situation.
Believe me, I absolutely understand that fraud and the breach of customer account information occur even in the best and most professional companies. But I also believe that if this happens, the integrity and professionalism of a business must be judged based on their handling of such instances and how they treat customers who fall victim to such criminal practices without any wrong doing on their part.
A company should do their best to not only fix the damage and try to make sure that this will not happen again, but also guide and support their loyal customers affected by this and provide them with enough information to understand what is going on. Most importantly, it should be Verizon, not the customer, who should carry the burden and the responsibility of such fraud. But unfortunately, Verizon Wireless has fallen short in this regard, as we were completely left alone and forced to fight for the full restoration of our account and to this day are confused about our bill and these sky-high charges that no one can explain to us.
On top of that, I am tired of having to explain this situation dozens of times to different people with your company over and over again. No one should have to go through that, and I believe that your personnel has enough pressing business to deal with than to waste their and their customers time.
Please understand that I am not complaining about the services by the more than a dozen individual agents that I talked to in order to sort out this mess. The vast majority of them have been polite and a couple honestly tried to go out of their way to help me. It is rather the way that your customer service is set up in total that reeks of failure to support and help a customer whose account had been hacked and scrambled beyond recognition.
That’s why it is my hope that my reaching out to you will raise a red flag at the right places within your company to identify the failures in your service, work the problem and fix it so other loyal customers like me will be spared such hassle in the future. I think it wouldn’t be too far fetched to assume that we are not the only ones and last ones to fall victim to hacking and failing customer protection and service as a result.
Of course I also sincerely hope that my complaint will finally set the wheels in motion to remedy the problems in our own case. We believe that the very least that Verizon could do as a sign of good will and to honor our customer loyalty to is sweep clean our account and allow us to start from scratch so we can track and understand our future monthly charges and continue to make reliable payments to our account as we have done for more than two years until the hacking of our account and Verizon’s unprofessional and helpless handling of the situation has changed everything.
I hope that someone within your company will take this complaint seriously and resolve this very unfortunate and frustrating situation in a manner that shows that we are valued and respected as the loyal customers that we (still) consider ourselves and that will help us restore our faith and trust in Verizon.
I am looking forward to your timely response.

I'm confident that if you have spoken with our Fraud Team directly, that there are the proper wheels in motion to resolve all of the concerns that occured as a result of the fraudulant order on your account. It may take up to 2 bill cycles for all the adjustments to be applied and the changes made to your account to bring the dates and eligibility back to normal, so you should definitely be nearing the end of your wait. Based on your description, it may have been a while since you spoke with them directly instead of the customer service team, so I encourage you to give them a call at your earliest convenience to put your worries at ease. If you need to make arrangements for the charges that appear on your account, our Financial Services Team at 866-266-1445 will also be able to help possibly place a hold on the account regarding the disputed charges so there's no accidental inturruption in your service due to this unfortunate situation.
JenniferH_VZW
Follow us on Twitter www.twitter.com/vzwsupport

Diamond Wireless and Verizon Partnership Extorting Customers

Hey Community.
I recently upgraded two phones on my Verizon Wireless account through Diamond Wireless. After some issues with Verizon Wireless Customer Service, I decided to cancel my contracts with Verizon Wireless. Well, now Verizon Wireless and Diamond Wireless are both charging Early Termination Fees. I get that there has to be some sort of fee attached for not keeping the contract and for years we have all been told that this ETF is to cover the difference between full retail of the equipment and what was paid at contract start. Well the breakdown for me is like this...
$400 for two new HTC One's (regular retail is $600 each)
$600 ETF for two cancelled phone lines through Verizon Wireless
$400 ETF for two cancelled phone lines through Diamond Wireless
Diamond Wireless is also requesting the equipment back, which would be an additional loss to me of $400 for the two.
$1800 total in ridiculous fees.
I have contacted Verizon Wireless who claim that they cant do anything about another company's contract. I have contacted Diamond Wireless who just changes their story every time regarding the breakdown of the fees. This whole process is nothing but extortion. How is it even possible to pay more for two phones than full retail value with the understanding that you have to turn the phones back in, which is no where on either contract.
At this point I am involving the State's Attorney General, Verizon Wireless and the owner of Diamond Wireless. What kills me even more is that Diamond Wireless claims that they are Verizon Wireless' Number 1 Authorized Retailer, but none of this bad reputation is even worrying Verizon Wireless at all.
All I want is to move on and at this point in the game I will be removing all services from Verizon Wireless along with my extended family. Verizon Wireless is demonstrating through its actions that it doesn't care about its customers as much as it wants us all to believe. So sad.

I live in Arizona, went to a Diamond Wireless upgraded 4 phones, thought I was getting a good deal, then she swiped my card and said it didn't work. I gave her another and it did work. I get home and 2 days later both cards are charged. I call back to the store and only my sales clerk can fix it and she is not in. Call next day she is there and tells me to wait a day it will probably come off if not call back. It didn't and i did call back and she was off for two days and no one else at that store can help or no what to do. 2 days later I call back and she said she would contact Verizon's customer service and would call me back. 2 days went by with no return phone call. I had to call my bank and dispute the charges, they reversed them for me, but said if the company complained they would reinstate the charges. Then after all of that the sales clerk said my account would not change at all other than going down a little bit because of the insurance coming of the regular bill. End of month my account is an charged extra $90 for new device being used, even though 1 line was charged $30 twice and 1 line wasn't charged, and the last line was charged $30. When I called Verizon they said that is a service charge no matter where I go, and when I said I was not informed, he told me I would have to contact that store but there is nothing that can be done because it is a set service charge, then I asked why one line was charged twice and one line wasn't charged, he said he had no idea but regardless it didn't matter because I owed $30 for each phone so it still adds up correctly. When I said I would just cancel he said okay. I have been with Verizon for at least 15 years and this is how they treat loyal customers, wow. I hung up called my mom and appologized for the $30 charge that would be on her next bill as she was the 4th phone I updated that day, and being on a fixed income, I offered to pay it since she had no idea there would be any hidden charges. I have paid my bill because I am a person who always pays my bills because I worry about owing or being late, but I do not feel it was fair at all. I wish you luck with your Attorney General and if it happens to be Arizona, here is another one for your case.

Why do I constantly have to restart my phone daily since the 4.3 update and why are there zero answers or help from Verizon or Samsung?

Ever since the 4.3 update, which I waited until end of January 2014 to download, My phone has been messed up. Some of the problems I solved on my own since Verizon and Samsung both refused to help me. I fixed the charging problem by using an HTC Incredible charger since Samsung's charger is garbage since the update. Battery drain is also a constant issue. Ram is ALWAYS full which should be a good thing but clearing it out completely and killing off all Google apps seems to make my phone all of a sudden fly and work super fast. As the day goes on I am unable to clear all of these unwanted items from being open and bogging down my phone. Most of the apps doing this are the preloaded ones you don't need. I am forced to restart my phone to get the memory cleared at least 2-4 times a day. Verizon tells me this is normal. Samsung hangs up on me when I call. Why do I have to restart this phone just to get it to work like it should after a few hours of being on? Does Verizon care about customers or just money?

@Verizon Wireless Customer Support. I have the 4.3 version that I got with the awful update. I waited until the end of January to download it and guess what was never fixed? Your update. Its been months and battery drain is not better at all. I have replaced with a new battery and it was the same problem. I have used safe mode numerous times and it does not do anything either other than annoy me some more. I have done a factory reset on my phone since the update I downloaded in January 47 times so far. It didn't do anything but erase everything and I had to start all over. Google apps are a major reason my phone is lagging. Once I force stop them the phone has incredible speed, when the Google apps are on, the phone lags. The internet browser is also super slow. 56k dial up has faster speeds than my mobile browser and I have full 4g lte bars. Its beyond annoying because when ever I call Verizon customer service I am told nothing is wrong. If I break the phone into a million pieces you would still tell me its working properly. This problem persists on a daily basis. I now restart my phone 4 to 6 times daily. I am starting to wonder why the quality of your company is getting worse and worse? I have been around with Verizon wireless since early 2000 when you first merged with Vodafone, but in the past 4 years things have changed dramatically and I have stopped feeling appreciated like Verizon once made me feel

Where is loyalty from verizon to its customers

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