Stealing from customers & Terrible Customer Service

In short - my family had an account with Verizon for years - over a decade. The account owner, my mother, very sadly passed away from cancer. The bills were under her name and we missed one month - Verizon cut off service right when the next bill was due. I called to find out the issue (not knowing we were late paying). Paid all past balances - service restored - we were then fined $15 *per line*. I was informed it was the reconnection fee...I explained my mothers death and asked for understanding - I was told - sure, we can credit 1 line...out of 4. So being a customer 12+ years, paying over $250 every month - always on time previous to my mom passing, is worth $15 to Verizon... But wait - theres more. They started double charging us on the bills - I had two 3+ hour calls with them before they finally fixed it - when it took only 20 minutes to get them to admit they were wrong...the account was left open - we said close it...hours and hours more of calls and aggravation and they finally did - after incorrectly billing us again 2 more times - this with the addition of an edge contract on a new iphone 5s - which we immediately FULLY PAID $820 for - they finally closed the old account...which has an $80 credit on it - owed to us. It is now over 3 months later - every couple weeks a letter addressed to my deceased mom comes saying to 'pay our bill' and has the credit amount. Not only is this annoying and ridiculous, but it is inhuman...we already think about her loss constantly - we dont need further reminders. Ive spoken to 5 people and every time Im told its in process and they cant do anything further - but the check will be sent to us in 3 weeks (3 more weeks, always weeks more) and we have to wait...so the letters keep coming to my mom...months after they shouldve paid us back the money they took from our bank incorrectly...my mom would laugh and say they should be paying us fees for this...but all I can do is think of her laughter and cry for how much she is missed and how I wish they would stop torturing us...
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ID
#518897 Review #518897 is a subjective opinion of poster.
Service
Verizon Wireless Service Transfer
Loss
$1000

I asked for an upgrade on my BROKEN cell 3 weeks early.

I needed a new cell battery which was no longer available after the first year of my contract. I was told rent one from them so I used a friend of mine's HP Palm Pro (which is now discontinued.) This now also needs a battery, which I can't get. My contract is up in three weeks so they offered my 3 phones, which are discontinued and will be my phone for the 2 year contract. I have been a loyal customer since 2001 well no more I switched to ATT who bought out the last 3 weeks of my contract and I cancelled my home phone, television and computer. Verizon offers no assistance UNTIL THIS RIDICILOUS CONTRACT IS UP. Well I feel Verizon should have a one year contract because phones do not last 2 years. No contract with ATT. Verizon doesn't care about their customers so now they have one less.
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ID
#518280 Review #518280 is a subjective opinion of poster.
New Reviewer

Verizon overcharged and has refused promised refund for 5 months and is now charging a $350 early termination fee

Pick a different wireless provider! For your own good, read the customer reviews for Verizon, there are many honest negative reviews and claims against Verizon because costumer services is horrible and the company is dishonest in customer dealings. We signed up for a plan and were over-charged. We called and emailed costumer service regarding our incorrect bills for 5 months and ended with them promising to refund (next bill cycle - for 5 months)...they never refunded and we were forced to cancel - now we are being charged a $350 early termination fee (ETF). Without notice (before we even received the ETF bill) Verizon sent the $350 ETF fee to collections. We have been given the run-around for 6 months and paid our bills on-time. Customer service is poor and each representative always has a different story in which they claim the representative before them didn't know what they were talking about. A good way to get a major headache. Our case is by far not the first and will not be the last. nashvillepost.com/news/2… techdirt.com/articles/20… Verizon did not deliver as promised and mis-charged us customers. We are not impressed. Be wary and know before you buy.
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1 comment
#851941

My daughter got married. We asked Verizon to switch her phone # out of our plan so she can keep her phone # to join her husband's plan.

And Verizon assigned new # for my husband to use my daughter's old cell phone.

We were not told that there will be a termination fee. (the fact is, we did not terminate the service but changed the phone number for the cell phone)

To our surprise we got charge of $200 for early contract termination fee for my daughter's phone #, and activation fee for the new number for the phone...etc.

We did not terminate the contract.

On top of that we were not inform about the charge, other wise we could have wait for the contract end in 8 months to switch the number.

It is a ripoff. I am about to cancel Verizon's service and will no longer have any service provide by Verizon, which include their FIOS service.

ID
#518152 Review #518152 is a subjective opinion of poster.
Location
Tucson, Arizona
Loss
$3500

Poor assistance for replacing stolen Samsung Galaxy S4 phone

We spoke with customer service person about buying a refurbished/ CPO phone - we were quoted a price of $499; when asked what would be the cost of a new one, to our disbelief the same amount was quoted again; we are Verizon customers for many years and what we heard was just outrageous; needless to say, our son went to e-bay to purchase a phone. This experience does not speak well for the company which should have an option to assist people whose phones are stolen or lost; charging the same amount for refurbished / CPO as for new one is just criminal.
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ID
#518148 Review #518148 is a subjective opinion of poster.
Location
Concord, New Hampshire
Service
Verizon Wireless Replacement
Loss
$500
New Reviewer

No cell service, no internet

Just moved to a new house, only 5 miles away from my previous house, just to discover that my new house is a cell phone black hole. Called Verizon for days in a row after moving in, each taking forever since real people are so hard to find. Only to be told the same thing - according to our coverage map you should be in a 4G LTE zone. Yeah, your coverage map is wrong. After 5 days of this I call back to be told that my technical problem has been resolved, which was news to me. Apparently by resolved they mean that it just won't work so there is nothing they can do for me. Well, in a few months when my contract is up, I will be out.
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ID
#518125 Review #518125 is a subjective opinion of poster.
Location
Marietta, Georgia
New Reviewer

Why I Left Verizon Wireless

Why I Switched to T-Mobile after 18 Years (1996-****) as a Verizon Wireless Customer June 27, 2014 Short Answer ============ My horrible experience with Verizon Wireless revealed a callous indifference to customer interests and concerns in a single-minded pursuit of revenue. A timeline of my experience is as follows. Thu 3/27/14 =========== I visited a Verizon Wireless store to upgrade my phone, but I went totally unprepared to engage with a slick salesperson. It did not occur to me that I needed to guard against getting hoodwinked, because upgrading my phone had always been a routine process. Also, since I had been getting a single bill for my landline and mobile services, I was not aware that Verizon and Verizon Wireless were now separate entities. Therefore I was not aware that a change regarding my home phone would completely severe my relationship with Verizon and upend the quality of service I was getting from them. I brought my latest bill with me to expedite the process of exchanging pertinent information. The salesperson looked at the bill and exclaimed that I could save money. I ended up being sold a 4-line More Everything plan that included (1) the phone, (2) a mobile hotspot (which I liked), (3) a cellular modem for my computer, and (4) a device called the Home Phone Connect (HPC) for my landline. I was dubious about replacing my unlimited data with this new plan’s 1 gigabyte of data. But I was assured that 1 gigabyte could fit my needs. Since I thought that Verizon and Verizon Wireless were the same company, I thought that the cellular modem and HPC were just replacement devices for my Verizon service. I did not know that I would be terminating my Verizon service and signing up for devices that involved Early Termination Fees (ETF). When I was asked to sign my name on the salesperson’s iPad and was told that the paperwork would be emailed to me, I thought I was merely signing my credit card receipt. If I had known that I was signing a contract for the cellular modem and HPC that involved ETF’s, I would have backed out. It was not explained to me what I was signing, and I was not offered a chance to read it. (In contrast the T-Mobile salespersons made sure that I read everything before signing.) Fri 3/28/14 =========== After reading the morning paper with my iPad Wall Street Journal app, I was shocked to see an email alerting me that I had exceeded my data allowance. The email advised me to increase my data plan to avoid an overage charge. I increased the plan to 2 gigabytes. My promised savings had thereby shrunk! Sat 3/29/14 =========== I took the cellular modem and HPC to the Verizon store to return them and revert back to Verizon’s cooper line and unlimited data. After the salesperson spoke with the store manager, I was told that they concluded that the email alert must have been in error, because I could not have used all my data. I was told that 2 gigabytes was more than enough for normal computing, and besides I could bring in a bill and have glitches corrected. Not believing that I would be willfully misled, I fell for that explanation. Wed 4/2/14 ========== I received another shocking email alert about exceeding my data allowance and that I should increase my data plan to avoid overage charges. Examination of my data usage indicated that the iPad Wall Street Journal app was using a quarter gigabyte per day. Still relying on the veracity of the Verizon Wireless salespersons, I concluded that this could not be correct. I figured that perhaps a calculation involving prorated data usage was amiss. I decided to wait until the start of my full monthly cycle on 4/7 to examine the readings on my data usage. Besides the data usage headache, it had become clear that the HPC had three significant shortcomings. They were (1) inferior sound quality, (2) inability to fax, and (3) the Caller ID displayed the number only – no name. The third shortcoming was extremely maddening, because even though my number is on the Do Not Call list I still get numerous junk phone calls. I routinely ignore calls that show “Unavailable” or something similar. Screening calls became surprising difficult with the HPC. I was avoiding legitimate calls whose number I did not immediately recognize. And I was picking up (and immediately hanging up) on junk calls with a local area code. Tue 4/8/14 ========== On this new monthly cycle, I checked my data usage and saw that my iPad Wall Street Journal app was indeed using a quarter gigabyte per day for one and a half gigabytes per week. My other computer usage was a quarter gigabyte per week. It became clear that I had been misled, and that a limited data plan – though OK for a mobile phone – was totally inappropriate for combined phone and home computing usage. Wed 4/9/14 ========== I called Verizon to get back my superior landline service with unlimited data. Tue 4/15/14 =========== A Verizon technician got me back onto Verizon. I felt relieved! It was like welcoming back an old friend whom I had unwisely underappreciated. I no longer had to guess whether or not a call was a junk phone call. I no longer had to curtail my everyday computer and iPad activities out of concern over data limits. I could tell from phone conversations that the technician had with his coworkers that they considered the Verizon Wireless HPC to be ***. I called Verizon Wireless to get the cheapest plan possible. The plan included a quarter gigabyte of data, but the representative gave me a bonus allotment of an extra gigabyte. So at this point I felt that I was in a good situation. I had landline and mobile service appropriate for me at a cost much less than my cost before the start of this bad experience. Thu 4/17/14 =========== I noticed on my Verizon Wireless bill that the salesperson had added extended warranties for the phone and mobile hotspot to my plan without my knowledge. I called Verizon Wireless to get them dropped. Also that day, I opted out of having Verizon Wireless retain my checking account and bank routing numbers. Mon 5/12/14 =========== I saw on my bill that Verizon Wireless had charged me an Early Termination Fee for reverting back to Verizon. This was truly an insult upon injury! After being hoodwinked into a frustratingly inadequate home phone service plan and then misled when I came to return it two days later, they were penalizing me for reverting back to a service that made sense for me. Essentially, Verizon Wireless sets up a Berlin Wall to discourage people from escaping, rather than offering something that would encourage people to stay. Tue 5/13/14 =========== I returned to the Verizon Wireless store to demand that they drop the ETF. But first I had to get pass someone who fed me the line that they could save me money on TV service, which was the same line with which I had already been duped. (Be prepared to be hustled at a Verizon Wireless store, especially if they feed you this line.) I explained the following to the person who waited on me. (1) It was not made clear to me that I was signing a contract for the HPC; I thought I was signing a credit card receipt. (2) I was misled about the adequacy of a 2 gigabyte data plan, when I came to return the HPC and cellular modem. (3) The HPC has inferior sound quality. (4) The HPC lacks a fax capability. (5) The HPC lacks a genuine Caller ID capability. After the person spoke with the manager, I was told that the manager was on a conference call and that I would receive a call around 4:00pm. I rehashed my experiences to the manager later that day. The manager essentially told me that I should have known that I was signing a contract. I was told that the ETF would not be dropped, but the restocking fee would be waived if I returned the HPC device. I stated that I intended to terminate all services. The manager’s response was “No problem.” Fri 5/16/14 =========== I called Verizon Wireless to terminate my remaining three services. I rehashed my experiences to the service representative’s obligatory “why” question. The representative informed me that services will automatically get dropped when I transfer to another carrier. Later that day I received an automated call from Verizon Wireless Customer Survey. I gave a zero to the likelihood that I would recommend Verizon Wireless, and then summarized my experiences for the obligatory “why” question. I received no further feedback. Apparently Verizon Wireless has no process for attending to an aggrieved customer who for 18 years paid each bill shortly after it arrived. Thu 5/22/14 =========== I visited a T-Mobile store – this time with my guard up – to inquire about their “We Pay Your ETF’s” promotion. I was pleasantly surprised to find a totally different corporate culture. The salespersons related to me as a human being rather than as a potential dupe. I transferred my phone and mobile hotspot services to T-Mobile; so they will pay those two ETF’s. Perhaps having some awareness of the anti-customer culture at Verizon Wireless, the salesperson said that now I no longer had to deal with them. Unfortunately I still had to have one more interaction with Verizon Wireless, because I had to terminate the cellular modem service. Fri 5/30/14 =========== I called Verizon Wireless to terminate my remaining service. To my surprise, upon answering the obligatory “why” question, the service representative expressed some empathy. The representative (1) apologized for my bad experiences, (2) noted that I had been a good customer since 1996, and (3) asked if there was something that could be done to keep me with Verizon Wireless. However it was too late; I had already switched to T-Mobile. Ironically if I had spoken with this representative earlier, I would probably still be with Verizon Wireless. I really liked the cellular modem. More than just a portable broadband wireless connection, it also provided a portable broadband Ethernet connection. So if needed, I could have had a broadband connection wherever I was whether or not a particular computer had a wireless antenna. Before switching I would have been willing to negotiate over the possibility of adding more bonus data to my monthly allotment. In closing, here are some reasons why a Verizon Wireless customer should consider switching to T-Mobile. 1.T-Mobile will pay your ETF’s. 2.In contrast to corporate culture at Verizon Wireless, T-Mobile’s is customer friendly. (Admittedly, a high confidence conclusion cannot be drawn from my small dataset. I could have unluckily chosen an anomalously anti-customer Verizon Wireless store.) 3.T-Mobile will pay your ETF’s. 4.T-Mobile’s hotspot device is nice. It can be tethered to deliver wireless broadband to a computer that lacks a wireless antenna. Or while tethered it can act as an external storage device. Also it has a large capacity battery, so it can charge or power other devices. 5.Call forwarding with T-Mobile is extremely flexible. With Verizon Wireless, when I was home and wanted to receive calls to my mobile phone on my landline with my mobile phone turned off, I had to unconditionally forward my calls. Then I had to remember to turn off call forwarding, when I left the house. In contrast T-Mobile has four call forwarding modes: (a) unconditional, (b) busy, (c) don’t answer, and (d) unavailable (phone turned off). So in just one simple operation I was able to set modes 2 – 4 on my T-Mobile phone to forward calls to my landline. Now I no longer have to play the game of turning call forwarding on and off. Calls to my mobile phone automatically go to my mobile phone when it is on and to my landline when it is off. 6.You can make calls over Wi-Fi with T-Mobile. So if Wi-Fi is available, you have coverage. 7.And lastly, T-Mobile will pay your ETF’s. William H Bailey Wyncote, PA whtbailey06@***.com
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ID
#517259 Review #517259 is a subjective opinion of poster.
Location
Abington, Pennsylvania
Service
Verizon Wireless Service Transfer
Loss
$600

Bed Service

On Octobar 30 we went to Verizon Store on Harlem Ave in Chicago in to get two more lines on our service. Now there is 5 of us with on one bill. I regret coming there. If I could cancel all my Verizon service and without paying penalty I would do it now. I would swich to another company and be happy to do it. The lady who helped us was very nice and polite .But the manager of the store was so rude and pushy.He try to sell us some store products. We never wanted to buy any thing except conect 2 more lines to our service . He was persistant and gave us a good deal on some speakers which I excepted. But when I wanted to pay for it he came up with some crazy price which waz way more than what regular price of product waz. I got very upset with him,,,and he waz lucky, my kids and my wife waz there so they stop me from really going after an ***. Basicly he lied to us. I wanted to cancel all my service ,but we already sighned in and couldn`t do it. Customer should come out from store happy. We did not, we were upset with an *** manager and his lying to us. I hope that managment works on this,,coz I heard from other customers being very upset with how business is run in your Verizon stores. And where is the phone no# so I can call an make complaint???
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ID
#516714 Review #516714 is a subjective opinion of poster.

No Good Basic Phones?!?!

My last good basic phone from Verizon Wireless (family plan, not prepaid) is more than five years old—a very long time for a flip phone. I've checked periodically to see what basic phones Verizon offers and have always been disappointed. Their recent offerings are bigger and cheaper looking than my old Samsung SCH-340 flip phone. I have been delaying replacement of the phone but its days are numbered and Verizon is forcing me to look elsewhere. (Virgin Mobile has a nice basic phone for only $15.) I don't want a smart phone because I don't want to pay an extra $30 or more per month for something I would rarely use. I don't even want a camera in the phone. The reason I complain is because Verizon not only fails to offer any desirable basic phone but also recently deleted the LG flip phone that was the best option among its poor selection. The only basic phones left have horrible reviews or are made bulky by useless features. I have always been satisfied with the quality of Verizon's cell phone signals and want to remain a customer, but they are driving me away because they refuse to consider people who just want to make calls and not have an expensive data plan.
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ID
#515125 Review #515125 is a subjective opinion of poster.
Location
Hilton Head Island, South Carolina

Screwed by Verizon Wireless

Verizon Wireless has blatantly lied to me in their Huntington Beach Store as well as their phone customer service. When I purchased my smart phone in the HB store they told me the cheapest way to get it was bundling with another phone - that the price would be substantially less. Almost one year later I found out that this was a blatant lie - it was not cheaper - it was more expensive. Then after several calls to customer service I was told that the phone could be disconnected without a disconnect fee. Now I find out that they are charging me for the disconnect fee. This is on a phone that I only took because I was told it would save me money on my other phone - only to find out otherwise.. One of their customer service people told me that "unfortunately store staff do stretch the truth sometimes to get points during a promotional campaign". The person in the store told me "just put the extra phone in your closet - it will save you money in the long run - it is a great promotion." Lies Lies Lies! Unfortunately the same thing happened to a friend of mine at the same store. Now that I have escalated my complaint they are REFUSING to take the disconnect fee off of my bill saying:"you signed a contract:" I signed a contract after being verbally lied to by one of their employees - then I was told by one of their customer service staff there would be no disconnect fee and now they are not honoring their own customer service staff promise. Shame on you Verizon. Your ethics are non existent!
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ID
#514393 Review #514393 is a subjective opinion of poster.
Location
Huntington Beach, California
Loss
$200

Verizon Wireless - Inflated Bill Review

It now been 3 week since I got my inflated bill. It's been explained to me five timessage and I know it's incorrect. They are charging me for equipment, I already paid with my credit card. I have been with Verizon for 10 years. Have always paid my bill and have never complained until now. Their supervisors are very rude, in the store and in their call center. I thought it was getting resolved with someone from their corporate office, but she likes to call me and just leave messages when I am not available to talk, and now she is on vacation until the end of the month. My $400 bill is due by the end of the month and nothing has been resolved. The worse customers service I have ever experienced in my life. I can't even cancel my contract because I would have to pay more just to get out of it. Signing up for another 2 yrs and getting a Samsung Galaxy 5 should cost me a total of 500. Which is what is has now equated to.
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ID
#514113 Review #514113 is a subjective opinion of poster.
Location
Warwick, Rhode Island

Poor Customer Service and Commiuncation - Greece, NY Store

My husband and I were due for an upgrade today. We realized that we were not going to be in town for a few days to get the upgrade and renew our contract so I called VZW customer service on the phone. I asked if it would be possible for us to get an upgrade less then 24 hours early on Tuesday night after we got of work before we left town. I was told it was not a problem and given an address of a store to go to get the upgrade. When we arrived at the Greece, NY store after work, around 5:30, we were immediately told they could not accomodate our request. They didn't even want to listen to us. When I asked why I was told this could be done and given this address, I was again told, No we can't do that for you. Come back tomorrow. I went out to the car (so I didn't make a scene, although now I wish I did) and called VZW customer service to ask why this is not being done for us. She tried everything she could to get the store to give us our upgrade we were entitled to. She called them 2 seperate times, while I was on hold to speak with them. Meanwhile, 2 security guards come out of the store and stand in front of the entrance to the store!!! Are you kidding me? When the rep explained their "policy" to us, she stated this, Verizon stores don't have to follow the same policy's that we do on the phone. What? You are all ONE company! How can you possibly not have to follow the same policy! I was told this could be done for us and given a specific address to go to! Then when I get there I am immediatley told NO, with out even a second glance. How can you say no? We are trying to give you money! Are you serious? If I walked into ANY OTHER business ASKING to GIVE THEM MY MONEY, we would immediately be accomodated! We had been loyal customer's for 10 years, never paid a bill late ($200/month) and have always had a $0 balance. We left the parking lot and went down the road to AT&T. Who, paid us for leaving VZW. Oh yeah, My family is deciding to leave VZW as well because of terrible customer service. Please note that they have been customer's for 20 years and have paid you $200/month as well. Get your *** together VZW.
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ID
#513864 Review #513864 is a subjective opinion of poster.
Location
Rochester, New York

Worst customer service EVER by Justin J. King - Boerne TX store

This guy couldn't even manage to take a payment on our cell phone! He transposed the phone number, the soc sec #, and the zip code at least 7 times while entering it, (before he flat out refused to help us altogether). We ALWAYS pay at the store because my daughters phone is under her brothers account (who lives in Austin). In the past we've been helped without any problem but this guy treated us like we were idiots and basically called us liars about EVER being able to make payments in the store. Gee I'm 100% sure that I physically walked into the store, gave the ph #, and soc sec #, made a payment & have the receipts to prove it! I'm not sure what his problem is but after making TWO phone calls to my son to re-verify that all the information he was entering was correct, Justin flat out refused to take our payment. Stating that the "system" doesn't recognize the information & making a payment by phone would be a better option! SERIOUSLY? I have the phone in hand, have all the security information available & the passwords & have never had a problem before YOU! Avoid this guy if you ever go in this place!
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1 comment
#880715

Justin j King illegally got into my account and called and texted me all night. He threatened to flag my account .

He threatened that the cops were coming after me ! Verizon needs to get rid of this unethical "employee".I had to block his number to get him to stop calling and texting.

ID
#512112 Review #512112 is a subjective opinion of poster.

Billing Emails after Cancellation and Paid in Full

After being cut off on live chat twice and then being passed through several rude representatives that had to repeatedly ask me questions that I had already answered to them specifically. I asked for a supervisor and was given another department. Every call was dropped into a *** and every call returned to customer service who again transferred me to a *** of someone who could not help me. After "7" transfers I found someone who would finally attempt to help me and said she would call me back, and she finally resolved the issue for me 55 minutes later. I have had horrible luck with Verizon both times I used their service and will not be giving them a 3rd chance to prove their lack of ability to service their customers.
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ID
#510956 Review #510956 is a subjective opinion of poster.
New Reviewer

Rebate

May 27,2014 I renewed my contract with verizon wireless. I bought two phones both samsung galaxy 5. There was to be rebates for both. I received the rebate on one phone.The second phone I received a post card with"invalid purchase date". I took the card to the store where I bought the phone. The store associate called the company and told me it was all straightened out and I would receive the rebate. This was June 30,2014. On july 9,2014 I called the company to complain that I had not received the rebate still. I was told the rebate was sent on july 7,2014. July 14,2014 I received a post card with,"The purchase information submitted could not be validated. I called the company again stating the problem,I was told I had to wait 21 days to receive a response to weather I would recive the rebate.
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1 comment
#892076

Purchase Samsung S5 from Verizon store on 09192014. Submitted the docs and on 1028 received a post card with message: The purchase information (Order ID, Device ID, wireless number, Order Location) submitted could not be validated. Will check with the store to see what is going on.

ID
#510203 Review #510203 is a subjective opinion of poster.
Loss
$50

Verizon Wireless - Internet Overcharge Review from Mountain View, California

Since last year, when I add my wife to the account ,it is started to over charge on the Internet usage, first@1 giga of dataand now they put on my account on my lume @4.3 giga bites in 3/4 hour, I try to fix with tech support but the only answers are is my fault, I used to watch movie on line or I download something, when I said no because I was sleeping in that time it was between 12 am and 1am, they told me my apps use that amount of data, I asked what app use 4 gigabytes of data and they don't have an answer, after that I told them I will fill a complainwith better business Bureau and I just hang up, that was my story with Verizon, and everything after I wait for 25 minutes to talk with them
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ID
#509595 Review #509595 is a subjective opinion of poster.
Location
Mountain View, California