Couldn't handle line removal at store - billed full amount!

I upgraded my plan last week. It included adding a smart phone, adding a line and upgrading the plan. I spend HUNDREDS of dollars that I was asked to pay on the spot. I tried to cancel one of the lines from the previous plan, but was told they couldn't do it in the store and I'd have to call to do that. I called today and cancelled the line. I was told that I would be charged for a full month for the cancelled line, and that it would show up as cancelled AFTER the next bill. I asked if it would be pro-rated? "No". I asked if there was any way I could get that charge removed since the line has not been used? "No." I apparently have NO options to argue this one. The amount isn't the issue. The principle is. I just spent HUNDREDS at your store and you just grabbed another chunk because you've designed the system to ensure I get ripped off. Feels pretty crummy. I've been a pretty vocal advocate of Verizon up to now. I've felt that I was treated fairly, and that the value has been there. Today, I'm pissed.
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ID
#387278 Review #387278 is a subjective opinion of poster.
Location
Stillwater, Oklahoma
Loss
$20
New Reviewer

Horrible Customer Service!!!!

I contact Verizon in December to see if they could match a deal I was offered from Sprint. The representative told me that my contract was up so he would see what he could do for me. He offered me a couple options but neither were better than Sprint. When I told him I would have to just leave Verizon, he said he was sorry. Nothing about having to pay a termination fee. And, I didn't ask b/c he had already told me my contract was up. I got a bill about 1 month later for over $250. $140 of that was an early termination fee!!! I paid the portion for the service i used but refuse to pay the early termination fee. I spoke to numerous service reps & requested at least 3 times to speak to an upper level manager as everyone just keeps saying I broke the contract & have to pay. The fact of the matter is their customer service rep misled me by giving me false information. Had I known my contract was not up, I would have waited to switch to Sprint. The supervisors I spoke to said they were not responsible for what the rep told me and that I would have to pay for breaking the contract regardless. WHAT ***!!!! BEWARE OF VERIZON!!!
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1 comment
#764369

The high cost of always trying to chase down a cheaper deal.

Penny smart, Dollar foolish

ID
#387118 Review #387118 is a subjective opinion of poster.
Location
Knoxville, Tennessee
Loss
$140
New Reviewer

Empty Box

Verizon claims returned cell phone not in the box. Being billed for not returning cell phone. Numerous complaints from customers with the same problem. Cell phones returned but Verizon claims received an empty box. Google Verizon claims received empty box. clearly a scam going on and Verizon aware of this but does nothing about it.Verizon claims Post Office problem and Fed Ex problem. This has been going on since December, and their customer service representives, and supervisors say they will look into it, and start an ivestigation but clearly its the same stories they have been given to other customers with the same problem. Public beware do not return damage cell phones thru their prepaid packages..Pay the fees yourself, and get receipt and weight,of the package....
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2 comments
#1009773

My experience isnt quite the same but close. I ordered a new iphone 6 on 7/7.

On 7/9 I received a package only containing paperwork and an empty iphone box. I have called numerous times and have gotten absolutely no where! Right now I have to wait on Fedex to come back and say they are not at fault either..... I have no clue what to do at this point.

I have two lines and only one phone. any sugguestions

#642279

I just went through a TERRIBLE experience with #verizonwireless and I want to share my story with anyone who may be affiliated or a current customer with them. I have been with #verizon for over 10 years, and tonight is the night I've decided to fully move away from them, and it's my goal to inform others of why they should also.

I returned a defective device in January and received a replacement. Here we are 2 months later they are saying it was never received. Unfortunately, I trashed the copy of my tracking number after I saw and verified they had received the defective item. I have been through about 13-15 phone calls and up until tonight, not one rep could give me a solid story. First, it was the warehouse cannot find it. Second, it was many calls saying oh we will take care of this, sorry. Other calls saying it will take a few more days to process. Now, many calls later, a kind rep searched forever for the problem and he comes back to me and hour later and tells me the phone never was scanned by Fedex or anything supposedly. And the phone has never been activated again so they have no record of where that phone may be. So i'm stuck paying $599 for a phone that I stuck in the mail. I'm frustrated, stressed, and annoyed.

If anyone has had a similar story please enlighten me. I have read many similar stories around the web of other customers who unfortunately had this happen to them also. Apparently #verizon has a policy that if a device gets lost in the mail, it is THE CUSTOMERS FAULT!

Please feel free to share this story also. I want to make it my full effort to let EVERYONE know about the lack of care and support from #verizon now, and why #bigred is no longer about customer care.

?#screwed #bbb #customerservice #tmobile #att #spring #metropcs #straighttalk

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ID
#386992 Review #386992 is a subjective opinion of poster.
Loss
$900

Pushy salespeople

When I arrived at the store, I already knew what I wanted. The sales people would NOT listen to me. They insisted on trying to sell me things I didn't want. Finally left store with my items. I got home and had a quick question, so I called the store. The person who answered wouldn't let me talk. He actually argued with me and was talking over me. All because I didn't want to purchase something else. I had a simple question on something and he actually tried to make me feel *** because I didn't want to buy something else... even if it would "save me money". I just wanted my question answered and he was rude and kept arguing to try and convince me to buy extra stuff. This is not how business is conducted. I would never return to this store. You can't attempt to have a conversation with them because these people working there talk at you and over you in order to make the next sale. (whether it's something you want or not)
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ID
#385237 Review #385237 is a subjective opinion of poster.
Location
Warrington, Pennsylvania

Misrepresentation

In April of 2012, I purchased a new Iphone 4s and renewed my mobile device contract for another two years. The sales rep in the Verizon store told me the Iphone only came in 3G network speed. What he failed to tell me is that the Iphone 4s is only in 3G network speed at Verizon, other carriers can market the same device in 4G speed. Not being tech savvy, I bought the phone. When I began using it, I noticed the phone had long buffering times and it was unable to play video without timing out. It was constantly slow and many times would not work at all. I called about this issue to Verizon and they explained to me that I should of known about the 3G speed before I made my purchase. They would not offer any assistance nor could they address any problem solving deals with me. This went on for several months and I found out that my co-workers who had the same device as me but had other mobile carriers, had a total different and positive experience. So I thought that by getting out of my contract earlier, paying the early contract termination penalty, I would at least sign up with a carrier that could give me 4G network speed for my current device. In mid December of 2012, I called Verizon and a rep by the name of Fabian promised to assist me. He explained that I could purchase a new Iphone 5S and he would change my contract to a Family Share Plan. He said I could mail my current phone back, receive $200, and he would be able to reduce my monthly bill. I was skeptical, but he promised that he would assist me the whole way. He promised to call me back, walk me through the process, and would make sure everything would work out. He assured me that he would not disappear and that even though I could not call him back, HE would call me back. Well. I did as he instructed me to. Days later, he called and left a voice mail and said "sorry he missed me but he would try me again". He never did and no one at Verizon could trace his whereabouts. I was informed that Verizon only offered me $70 on my trade in after receiving my Iphone 4S. It was in perfect condition. It even had a screen saver put on it by the Verizon store rep to protect it against scratches. I have called many different Verizon customer service reps, reps in customer loyalty departments,and even emailed the company on their website, no one steps up to help me. I have been treated kind by some reps, rudely by others. Each time I speak to a rep, they will not give out their last name or extension. There is no way that a customer can (reconnect) with someone who promises to help. Each time I call I have to start from the beginning and explain the story from the start. They pushed me over the ledge and I know I have decided that the only way I can achieve some satisfaction is by finally doing what I should of done in December, break my contract early. Well, I called today to find out about the cost to break the contract now. I was told that the Family Share Plan, since it has two lines, has one contract on one line, and another contract on the second line. I only have one mobile device. The total charge for breaking my contract is over $580. Fabian, the rep that started me on this path to ruin, promised me that my contract would not change and I was not resigning another agreement. No one at Verizon has taken a initiative to help me. I keep getting "I'm so sorry for you" and "Oh let me try and help you", but no one does. This has lead me to file this complaint.
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3 comments
#660682

If you go to a corporate store or call a corporate center. They will slam you with a phone left and right and are very dishonest.

Try looking into Premium Retailers or National Retailers. They are honest and upfront about everything

#629634

not everybody is tech savvy and a lot of us rely on the sales people to educate and give honest answers- not scam us into overpaying for excessive charges

Verizon has a history w/ most AG's offices due to their bait and switch tactics

#617448

Every Iphone is 3g except the Iphone 5, AT&T did an update to show all their phones in 4g but they are not. The iphone 4s will show 4g on AT&t because they are a company of liars.

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ID
#385177 Review #385177 is a subjective opinion of poster.
Location
Wilmette, Illinois
Loss
$710
New Reviewer

Phone died. Conflicted information, no one helped.

On Friday, February 15th, I woke up and my phone would not turn on or charge. It was fine when I went to bed. It was in the same location when I woke up, so apparently nothing happened to it. But, it would not turn on, it will not charge, it will not connect to a PC, it will not do anything. I took it to one Verizon store and when I told them the problem, they plugged it in and agreed it would not do anything. They then asked me if I had insurance, I do not. They then said they could transfer the upgrade from one line to another line so that I could upgrade to a new phone. I asked, "What are my other options?" They replied, "To buy a phone at retail price, like $600." I asked, "Are there any other options?" The response, "No." The customer service rep was Shariee and it was at the Tallahassee, FL store on Apalachee Parkway. When I got back home I went online to Verizon Wireless to see if there were in fact no other options. In fact, there was one other option. If a phone is not functioning a customer may purchase a Certified Pre-Owned Replacement. Shariee never mentioned this. The website states "Certified Pre-Owned Replacement devices can be ordered at a Verizon Wireless store or through Customer Service at (800) 922-****. Certified Pre-Owned Replacement devices available through this program are not sold online." Later in the day I went into another Verizon Wireless store. Knowing exactly what I was looking for, the Certified Pre-Owned Replacement device, I asked the rep about it. I cannot recall the name of this rep. It was at 5:52pm on the same day. The rep stated, "We can't do that in the store, you have to do that online." I told her, "Online it says you cannot do it online and must do it in a store." Her response, "I just had a customer come in and do it today, you can only do it online," was less than helpful. I reminded her that, "On the website, it says you must do it over the phone or in a store." She said, "Well, you should call them." I asked, "Should I do that from a pay phone, because I have no working phone." She let me use the phone in the store. The first rep was very nice and when I told him what I wanted, he said, "Alright, let me check on that." He was unable to find ANY available replacement devices for my HTC Droid Incredible 2. He could find none and suggested I contact technical support because, "Sometimes they can do some tricks to get phones to work." He looked some more and, after being unable to find a phone to replace mine, sent me to tech support. The tech support rep was also very nice, and just as useless. She asked me what was wrong with my phone. I told her it would not turn on and her response was, "Well, there's nothing we can do about that. Do you have insurance?" My answer, "No." She then went on about "Upgrading the line from another eligible line on the account." Again, completely neglecting to tell me I had any other options than upgrading the line and renewing a contact. I declined that offer politely and left the store. I am still without a phone, and on a contact with no way to use the services I am paying for. I was given the wrong information by customer service reps in an attempt to coerce me into renewing a contract from another line. I was blatantly lied to, multiple times. It appears that the reps will lie and neglect information in order to secure a contract. This is illegal. You cannot lie or neglect pertinent information in order to secure a contract with a customer. I used to work in sales, I know the laws, we tried to do whatever we could to make sales. This tactic is illegal. I would like compensation for my time and a new device for the duration of my contract.
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ID
#384879 Review #384879 is a subjective opinion of poster.
Location
Whitmore Lake, Michigan
Loss
$620
New Reviewer

Verizon Scam

I returned a phone that was broken per verizon's direction. They say they received the package in their warehouse but it was empty and now they want me to pay for the "missing" phone. The Verizon Wireless employee at the local retail store helped me put the broken phone in the box that verizon sent to have it shipped to their warehouse. Obviously the phone was stolen at the Verizon Wireless Warehouse as I have done investigation and this is happening to many others besides myself. Verizon Wireless is no help. I want to get the word out so we can join together on this. If anyone has any insight into a course of action that we can take to get Verizon Wireless to admit that they have a problem on their end and not the consumer's end.
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ID
#383225 Review #383225 is a subjective opinion of poster.
Location
Boise, Idaho
Loss
$650
New Reviewer

Verizon customers must be vigilant of the THEIVES

I have been a verizon customer for more than 10 years. I was an alltel unlimited plan. Ever since verizon took over I have had billing issue after billing issue. Each time it takes dozens of calls, hours and hours of calling and calling to be transferred or hung up on. Luckily I have been persistant enough to regain most of my losses which is most cases was $500-$800 of "overages" plus reconnect fees the following billing. It never fails every few months there is another issue. They ARE STEALING! many people do not have the patience and persistance to follow it to the bitter end to get their money back. SOO many times they have said Yes your right it was an error and we are prepared to credit you 50%. REALLY? 50% of an $800 error? then slap me with reconnect fees for 4 phone lines and a late fee.(thats nearly $100) If every customer overlooks a $5 0r $10 dollar discrepancy they are making A. their monthly fee and usage B. a side income of ripping people off. Most recently after switching to share plan; was in a great debacle in which it took me 4 MONTHS to straighten out, and I consider myself lucky! as I finally was credited about $350 when my data usage suddenly spiked from 4-5 GB to 35GB, did I mention I only have a dial up usb mobile connection and 2 smart phones that did not even total 1GB between the two. The 4th phone is basic. I figure I only got screwed out of about $250 in overages after the credit. This amount of usage is virtually physically impossible with this hardware. It is now the next month and on my phone that has blocked everything--blocked ringtones,music,video,purchases etc. I have a 9.99/mo subscription. Again I call, ask about the specific blocks on this line, yep blocked blocked blocked, They did take it off, amazingly! and IN ONE CALL!!! But not before attempting to explain it away as I must have subscribed to something somehow. VIGILANCE they are THEIVES. Constantly messing with my bill. I do not switch providers because it is only one of two reliable providers in my area and the service is much better plus all of my hardware would need to be changed. But make no mistake I do my best to keep records, watch every bill, and dispute every discrepency.
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1 comment
#998938

This is so true. It happens to me every month. They are stealing, first they try to steal my money, then when I catch them my time.

ID
#382377 Review #382377 is a subjective opinion of poster.
Loss
$500

Verizon's Reps Misrepresentation

We had three lines with Verizon Wireless, which two lines were already terminated when I spoke with the Rep. The Rep told me that if we got someone else to assume the last line, we would not get hit with the early termination fee. She gave me an estimated amount of early termination fee of $230. I found someone to assume the last line and Verizon hit us with the early termination fee anyway. I spoke with a manager regarding what we were advised by the two previous Reps, that we did our part by finding someone to assume the remaining liability on our account. We were basically told too bad, it does not matter what the Reps said, Verizon is not going to honor it.
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ID
#381850 Review #381850 is a subjective opinion of poster.
Loss
$230

Verizon Wireless is the Devil's Handywork

I could write an entire diatribe about the issues I've had with this company for the past 4 years. Each bill in all four years, I'd say maybe a a fee were the same amount. I've had issues with incorrect charges, being lied to by one customer service rep after another, being charred in advance when I want to change my plan to SAVE money, not getting definitive answer or reaching a conclusions or compromises. and them not running y the customer service motto that the customer is also wrong. They are very mean too when they want to be and I've spent a few thousand dollars through their service. Avoid Verizon at all costs.
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1 comment
#603505

I am sorry that you are having an issue with our service. The bills are prorated and in advance a month which means that if in February bill cycle you have overages they will appear on the March bills.

The extra charges on your bill change due to overages, FCC and taxes. As taxes and governmental fees go up so will your bill.

ID
#381177 Review #381177 is a subjective opinion of poster.
Location
Minneapolis, Minnesota
Loss
$3000

Greedy *** charging me for services not rendered after cancellation.

I completed my contract with three lines with Verizon back in November, and cancelled services with them when the contract end date was reached. I received a bill almost two months later for over $300.00, which listed the lines still being active, and yet showing no usage at all. A series of calls to Verizon proved worthless, as they claimed that since the processing time to cancel the account took so long, that it put me into another month of service, despite the fact that the phones were all shut off, and could not work. I ended up escalating the case to a supervisor, where I was told that what happened to me was "business as normal" and that it was covered by their terms of service. Not their one that they give out in their stores, but their biblical-length book of cheats, deceptions, and lies that the average consumer has zero access to. Save your money and frustration, go with a prepaid carrier, instead of the jerks that run Verizon.
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1 comment
#603506

When your contract ends you are put on month to month, its automatic and its clearly listed in the original contract that you signed. In order to stop getting charged for service you have to cancel it.

ID
#380730 Review #380730 is a subjective opinion of poster.
Location
Fargo, North Dakota
Loss
$300
New Reviewer

Fraud

Similar issue, I has an Apple IPhone 4 had technical problems and was advised to send it back and because it appeared to be an Apple IPhone issue they would send a replacement. I did receive the replacement and was told to return the phone in the box provided,(by the way it states to drop box at USPS not fed-ex.) after several emails stating they did not receive phone low and behold they they found it. they removed the charge from my bill...this was November. Suddenly in January 2013 they don't have phone and are charging me 599.00..oh wait it gets better, they once again found the phone but they were expecting back a white 16g IPhone(they said it was some other type of phone and it belonged to at&t...then it was" only an 8g" no one of any managerial level can give you a straight answer they lie and give false information and disconnected phone contacts. Verizon has no intentions on helping anyone of us. They are LIARS and a Fraudulent provider. When they screw up it's us that have to pay..I'm all for a legal battle if for nothing else than the principle. It's unacceptable.
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3 comments
#800530

I have been with Verizon Wireless for about 15 years and I have never had an problem with them.There has to be more to this story than you are stating.

#653535

I had the same thing happen to me. Finally I contacted and filed a complaint with the BBB in New Jersey.

That is where they are located. After about a week Verizon contacted me and credited the bogus charges. I tried to tell them theit service is flawed and people are stealing, they could care less.

At least after 6 months of arguing, it was taken care of by the Vice President of Public Affairs. When my contract is up in August....Im gone!

#621502

Something similar happened to me as well. I have made several attempts in getting $700 credited back to my account for a defective device that I returned. I am considering escalating this matter and taking legal action.

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ID
#380461 Review #380461 is a subjective opinion of poster.
Location
Iselin, New Jersey
Service
Verizon Wireless Replacement
Loss
$599

Very displeased

verision wireless has terrible and disappointing service they over charged my account by 250 dollars and put me through a horrible time to get my money back the agents and supervisors and managers all gave me different time frames of when i would get my money back. i asked to speak with the manager and she was the worst of all her name was kenia and i informed her i would cancel my service because i was so displeased my the costumer service and all she said is thats find there will be a 350 dollar cancelation fee and while gathering her information she said have a nice day and hung up on me while i was still talking. i can't believe the customer service they has no sympathy for your inconveniences and i work for a call center and they did not handle anything right. btw still haven't received my money so i have to take further action.
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ID
#380086 Review #380086 is a subjective opinion of poster.
Location
Pasadena, California
Loss
$257
New Reviewer

Will not replace my phone under Manufacturer warranty

Three weeks ago I purchased the Samsung Galaxy 3 from my local Verizon retailer. Immediately I noticed an awful crackling sound that randomly liked to appear even if the phone was on silent! I took the phone into the store and the manager quickly heard the sound and recognized it was a manufacturer defect. He was going to replace it that day, but he had no more in stock, and he told me I had to wait until he received more ( never gave me any other options!). After two weeks of me relentlessly calling the store he finally gave me the good news! ON MY WAY to the store I dropped my phone and cracked the screen! Although he acknowledged there was a defect two weeks earlier without the crack he will not replace it! While I was receiving the bad news the manager ( who I have been dealing with for two weeks) asked me " why didn't you call this number you would have received your new phone within two days?". I really can't believe I have to pay for a new phone Verizon is no help and is holding me liable for a phone the sold me that was defective! Can anyone help?
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ID
#379959 Review #379959 is a subjective opinion of poster.
Location
San Jose, California
Loss
$200

Greedy bastards that just want more money

Verizon Wireless sucks!!!!!! Have been a customer for 15 years. Hit a tuff financial patch. Could not pay the bill on time. They sent me a *** text message that my service was being shut off. Called and there was NO ONE to make a payment arrangement. Either take my grocery money to pay the bill or not have a phone until MONDAY Morning when someone would be in the office to see if they could make a payment arrange. Customer Service Rep had the balls to say to me "It's only 200 dollars" They can all *** off and die. Will not be a customer any more once my contracts are up.
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2 comments
#604906

"It's only $200". Funny.

That about sums up the mentality of the typical cell phone carrier (and cable company for that matter) All they want is a hundred dollars a month from every person in the country. That's all they want. And it's only a hundred dollars... But to some, that is a lot of money for a phone.

And about that, if you are having trouble paying for food, I would probably put the cell phone, cable, etc etc on hold for a while.

Go on financial "lock down". Remember, the only way to "save" with a retail vendor is to not spend anything at all.

#599734

Sorry about your troubles, but they are not your mama, they are a business, and no matter how long you have had their service, you still owe if you want to continue the service.

Personally, I do without my phone til Monday and buy my food. And I do that without bashing the company. Why? Because I would have to bash myself for wanting the use service I have not paid for.

Suck it up and be a man. Jesus.

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ID
#379392 Review #379392 is a subjective opinion of poster.
Location
Phoenix, Arizona
Loss
$200