New Reviewer

Verizon Silently Denies Refund for Excessive Charges

I was considerably overcharged by Verizon wireless for a minutes overage. The minutes should have been applied to a "friends and Family" program that is within my contract. I called to complain and after an hour on the phone, most of which was on hold, I was refunded most of the overage charges. The rep informed me her manager had approved the refund and I would receive it within 24 hours. Two days later no refund. I contacted their chat support this morning to see when the charges would be reversed. They informed me than another manager had denied the refund without any explanation or without contacting me about the issue. This kind of service has been common in the 14 years I've been a Verizon Wireless Customer. They constantly change their deals, contacts, etc after the fact. A few examples: -Punishing customers who choose Verizon's Unlimited data plans. First their was bandwidth throttling, then they just decided to prevent customers from receiving the contract price for a hone at upgrade. That iPhone 5 new customers get for $199 costs existing customers $234 (after upgrade fee) and Unlimited data customers $699. This would be fine but the reason Verizon says we can get iPhones and other smartphones for $200 is that remaining costs of that $699 (retail) device is subsidized by the contract. But... if you pay full price for the phone, you don't get that subsidy removed from your bill - it's still there to the tune of about $22/month extra. -Implementation of Upgrade fees which are another example of negative incentives for loyal customers. -The reduction and then elimination of their "New Every Two" customer loyalty discount program. They just decided not to honor it one day even though it was in the contract. Here's the chat log from my grievance. As you'll note, Verizon acknowledges that I was told I would receive a refund. ******* Thank you for contacting Verizon Wireless. Your Chat Session ID is RT141354****. My name is Jessica, how may I assist you? Jessica: I haven't heard from you in a while. Would you like to continue chatting? Tom: I was told by a customer care representative two days ago i was receiving a $94 refund for overage charges. She said it could take 24 hours to credit, that was almost 48 hours ago. please help. Jessica: I'm happy to take a look into that for you today Tom! Tom: ty Jessica: For security purposes, may I please have your billing password? Your billing password is up to 5 characters long. Tom: xxxx Jessica: Perfect! Thank you Jessica: It will be just a few moments Jessica: I've looked through the account thoroughly and it looks like the credit had been denied by the representatives supervisor. We do always want to make sure that we are fixing any errors made by Verizon, but with overages, we typically aren't able to issue any credits as they aren't a Verizon Wireless error. I'm very sorry if she had led you believe that there was a better chance of getting that credit than there was Tom: that is unacceptable. she checked with her suporvisor before issuing the credit. Tom: I guarantee Verizon will lose me as a customer as my contracts end Tom: I spend nearly $3,000 a year. This is horrible service. If there was an issue with the credit shouldn't I have been contacted? Jessica: I'm terribly sorry, I wish that there were more that we could do! I am certainly going to be lifting up feedback on the representative to make sure that this does not happen again. The notes that she had left did not indicate that she had approval to make such an exception at the time of credit. Whenever credits are denied, the supervisor is to reach out to the customer, but it is possible that the supervisor just hadn't had a change to reach out to you yet Tom: I am copying this chat log and will be publishing it along with detailed account of my experiences with your company on The Rip Off Report, Consumer Complaints.org and you tube. Tom: I was lied to. End of story. Tom: Then no one reached out to explain the problem. Jessica: It can take up 24 hours for the supervisor the receive the request and then they try as best they can to make a call within the next day or two. We as a company want to make sure that we are providing the best service we can to our customers and that includes giving the most accurate information. I am definitely going to be lifting this up to ensure that we don't have a situation like this again. I am very sorry that this had happened Tom: I was on hold for 15 minutes while she was getting authorization from her supervisor. The agent did not act independently. Tom: Verizon never provides the best of anything. Highest charges, maybe, but not the best.
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1 comment
#725338

That phone an existing customer pays $234 for is actually $239 for a new customer, which includes the activation fee of $35. Existing customers pay a $30 upgrade fee instead.

You don't say if the numbers in question that were "supposed" to be on your friends and family list actually were...if they were not, you are not entitled to any credit for overages. If it was actually wrong and the numbers WERE on your friends and family list, then Verizon should have given you a credit.

Since they didn't, I'm going to assume they weren't on the list, you only thought they were or added them after the fact. Take responsibility for your own actions.

ID
#445483 Review #445483 is a subjective opinion of poster.
Loss
$100

Verizon Wireless sales rep told me I'd keep my unlimited data, but I lost it.

I have had an unlimited data plan from Verizon since 2010. I know that they no longer offer new customers unlimited data but my understanding was that existing customers can keep it (if they specifically ask). During my upgrade, the associate who was working with me (Adam) asked if I wanted to remain on my 2GB data plan. I told him, no, I have an unlimited plan. And he said, "Oh, ok, I see that! You've got it." So I walked away assuming I was fine. Flash forward to a few weeks later, and I get my bill which says I have 2GB of monthly data. What? I called Verizon to find out what was going on. They told me there is an unadvertised deal where if you trade in your phone within 2 weeks (I traded mine in day of), and ask to keep your unlimited data, they will do it. After 2 weeks you're SOL. I said that I asked to keep my data AND gave up my phone, and this still hasn't been fixed. I am furious to have lost my unlimited data because of an inept Sales Associate. I have spoken with the store manager, the district manager, and several phone customer service reps, but have only been given empty apologies ("I'm sorry you feel that way") and have been offered nothing. One phone representative told me that it was basically my fault for signing a contract. I agree that I did sign a contract agreeing to 2GB data, but that was only after my sales rep told me I would keep my data. I asked if I should expect Verizon Sales Associates to lie to me about policies during a sale and she didn't answer that. I have been told that unlimited data is only available if you purchase a phone at retail price (or get a refurbished one from ebay or something), but I know that is not true because someone else on my family plan upgraded to a Samsung S4 for $200 AFTER I did my upgrade and was able to keep unlimited data. Anyone who has unlimited data on Verizon, YOU CAN KEEP IT when you upgrade if you speak to the right person. If someone tells you that you can't, ask to speak to a manager or go to another store.
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2 comments
#745578

To Verizon,

I have been absolutely disgusted with Verizon Wireless and their representatives with respect to my account, promises made, information given to me, and resolution of an ongoing issue with my account. I have been forced to call in to call centers 13 times. Every time I have called the representatives have acknowledged that Verizon Wireless was in the wrong and I have been told that they would personally handle my case and get to a resolution that worked for me as an ongoing customer. I have been a customer with Verizon for over a decade now and in the past have retained service with your company even outside of contracts because of the service coverage Verizon offers. In the past I have had other issues with charges and services but have been able to resolve them or else been stuck with Verizon because of service coverage. The current issues have been escalated many times and I have been told repeatedly that 360 Feedback Reports were launched and that an Operation Supervisor would contact me personally to resolve the issues created by Verizon representatives. It is information and promises made to me by Verizon wireless representatives that have brought us to this point. When I decided to purchase a new handset I was forced into a new two year contract. At that point against my will and in protest by me my plan was also switched. I indicated that I wanted to retain my old plan but would sign a new two year agreement. I was promised that the new plan was better suited to my needs and would work out better for me. Before expiration of my 2 week worry free guarantee I recognized that this was not the case and indicated I would like to return the equipment and go back to my no contract previous plans. I was made promises that by logging my complaints and issues that if I would just give the plan some time I would see it will work out but could go back to previous plans if problems persisted. When the problems persisted I called in less than 2 months later saying I still wanted to return to my old plan and return the unwanted handset. At this point a supervisor in the Ukiah, Ca store offer me a plan since I had been a customer over a decade where for $60/month (Customer Loyalty Plan) I would have unlimited calling, unlimited text, 2GB of data usage and all features associated with the new IPhone5 including mobile Hotspot. Hesitant based on past and recent experience I agreed to the information and promises this representative made to keep my business and keep me in the IPhone5 and contract they had sold me. A few months later when I had a need for my mobile Hotspot I found it inoperable. When I called in to make it functional I was told I did not have it. I corrected the representative telling them that I had been told I would have it. From here Verizon’s complete lack of professionalism, inability to stand behind promises and information relayed to me by representatives, lack of customer service, continued denial of an issue, threats, ignoring me in contradiction to promises, and mistreatment began. After 13 calls talking to representatives and their supervisors and being told I would be called back not one time did any Verizon rep or supervisor call back to make right on the situation that has been created by erroneous promises and information from Verizon. It seems that Verizon just made promises and told me what I wanted to hear to get me off the phone and hoped I would go away or be forgotten. As mentioned 360 feedbacks and email were logged and I was guaranteed that an Operations Supervisors would make right where I had been wronged. Every time I called the representatives acknowledged it was Verizon that was in the wrong yet the only solutions they offered were for me to pay more money. Keisha a supervisor from the South Carolina call center finally agreed to give a plan for $70 that would have unlimited call, unlimited text, 4 GB of data and hotspot and charges would not go in excess of $70 /month or $75 with taxes and fees. She even offered me a $60 credit of $10 a month for the first 6 months to offset the difference of my loyalty plan and the new plan she had me on. In addition she said my hotspot would be made active retroactively and I could begin using it immediately and apologized for the wrongs. Again I told her I was hesitant because of past experience but she made promises that she was taking person accountability for this and would monitor my account and ensure it went smoothly from there on. Against my better judgment I trusted Verizon again. As soon as I hung up I tried my Hotspot which again did not work. In addition when I logged into my account I noticed my charges were $110/month. Confused and angry I called back in and was told again that yet another Verizon representative had given me wrong information. That she had overseen a $40 line access fee. I again told them that this was unacceptable and that it needs to be made right. I have continued to call and be polite and professional in the face of lies and promises unfulfilled from Verizon and their representative. I am disgusted and appalled by the way Verizon has handled this situation. It is criminal the way Verizon has managed this situation and issues never taking accountability for the promises and information I have been given by their representative. I feel robbed and molested that I am subjected to giving my earnings over to a company that continues to mistreat me and be unresponsive to their own wrong doings. I essentially feel that they are using the current contract to steal from me by forcing me to continue to pay them for services not rendered as promised. I only agreed to contracts and plans based on what Verizon and their representatives have told me. I would not recommend that any person I know or do business with conduct any business with Verizon or their affiliates if this is the way they handle their customers and business. I work for a large corporation myself and at no time would we treat one of our clients in this fashion, especially a client with who we have been doing business successfully for over a decade. It is the customer and their financial contributions and recommendations that build a successful worldwide corporation. Giant businesses that feel they are so secure by their size that they can mistreat clients are bound for failure and should be dismantled and allow other companies that seek to do ethical client oriented business to blaze the paths of success. I feel that the only fair resolution of this situation and ongoing issue, that I have done everything in my power to resolve, is for Verizon to make right on the promises made. I should be given my $60 unlimited talk, unlimited text, 2 GB of data plan with the use of my mobile hotspot. If Verizon cannot make right on the promises and information given to me by their company representatives then it is Verizon who is in breach of contract and I should be free to seek service with another provider whom I feel will treat me the way a customer should be treated. I do not see how ethically, in good business practice or in good faith we can continue a professional/business relationship if I cannot trust Verizon as a provider and they cannot make right on the promises and information given to me by the company and its affiliates. The fact that I have had to do all the work here and continue to spend my time resolving your issues further exasperates the situation. I have at no point been rude or discourteous to any of the representatives or supervisors I have had to deal with as I over and over again tell the story and I am told by Verizon yes it is they that are in the wrong but still it is I who will not get an equitable solution. I feel hopeless that Verizon will be any better than they have proven to me so far. I begin to wonder what other legal or business options I have to attempt to negotiate a resolution to this situation. Please have someone with the proper authority and knowledge call to rectify this account and my issues. We cannot continue down this current path. Verizon should have more pride in themselves as a company and their clients than to handle business in this manner. I have spent excessive time and resources on my end to explain and justify the situation I have encountered with your company. The negligence and lack of acknowledgement is beyond unprofessional. As I have been told and assured all these details have been documented in my account and all the phone calls recorded. It should be easy for a Verizon Operations Supervisor to review my case records, notes, and recordings to understand and correct the situation that was created by Verizon. I eagerly look forward to an amicable resolution that satisfies both myself and Verizon and offer you the chance to retain the business and recommendations of a customer that has been with Verizon for over a decade contributing thousands of dollars to build the company to where it is today. It is on the back of customers that Verizon is built and develops and without these customers Verizon does not exist.

Severely disgruntled and awaiting resolution,

Customer Service Call History:

Representative Manager Call Center

Nicole Joseph Alfreda, Georgia

Debbie Shamira Mobile, Al

Natasha Keisha S. Carolina

Chris

Ben Robert Salt Lake City, UT

Whitney Kendra Tennessee

Scott Garrett Colorado

Christy would not give me a supervisor Washington Federal Way Center

Debbie Cloey California

Erik William Washington St. Seattle

Matt Joyce Tucson

Patricia Connie Brookes, Jamal Tampa

Vanessa Tracy, Justin Washington St

#919369
@PissedConsumer745578

God you are a ***! No wonder no-one was willing to help you. *** ***

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ID
#442081 Review #442081 is a subjective opinion of poster.
Location
Lawrence, Kansas

Verizon"Authorized resellers"and esecuritel insurance is worthless!

Recently stopped by a Verizon(or so I thought)store since I was due for my upgrade, turns out it was just a reseller but they have the Verizon logo to make it seem like a legit business. I upgraded to a new iphone and the sales associate Rocio said I should switch to a new and better insurance Esecuritel. Same price but they'll deduct out of my checkings account and instead of waiting a day or 2 to get a replacement phone I had the opportunity to get a "BRAND NEW PHONE RIGHT OUT OF THE VAULT FROM THE STORE" BS!!! The store gives you the run around that they "DON'T HAVE ANY IPHONES IN THE STORE" so they make you go thru the insurance Esecuritel. These people make you pay 169 for a "new" phone when it's refurbished, and its a POS phone. They send you a dirty old and malfuntioning phone and when you call again to complain they hang up on you TWICE. What neither of these bastards tell you is that within the 30 days that you purchased an iphone no matter what cell carrier you have you can actually TAKE YOUR PHONE INTO AN APPLE STORE and they WILL GIVE YOU A BRAND NEW ONE in case you were to crack the screen drop it in water etc. The refurbished phone that esecuritel sends you is probably a old phone that can no longer be covered by apple care and you can't purchase it for said phone either. I will never do business with either of these 2 worthless businesses, Verizon should NOT let these cellular sales people carry their name its just a way to lure them in and give Verizon a BAD NAME.
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4 comments
#881705

I recently closed my esecuritel insurance. It's worthless.

First, it's a $200 deductible, and $10/month. For that money you can just buy an unlocked phone on ebay. Second they send you a defective phone. The kicker was when I called to cancel the insurance, to verify my account, they wanted to know my verizon wireless password to their site.

I said, excuse me? And they said, we know your password, you need to tell us it to verify your account. I'm pretty sure they aren't supposed to know these things. Passwords should be encrypted in the database, so that no one, can figure them out.

The fact it was exposed to someone at esecuritel makes me wonder about security of passwords in general and if you can trust verizon.

Anyway, I really wanted to buy a phone at verizon, without a contract.

It turns out, the only way you can is if you pay cash! Unreal.

#760854

I have dealt with esecuritel myself and here is the scoop.

The iPhone is a popular phone. It being out of stock is rather possible. If you go in to make a claim and the store does not have it in Stock, you have two options -

1) esecuritel can direct ship you a phone. (may be refurb)

2) the store can have a new phone shipped from another store in their market and you still get a new one)

The insurance offered by a so called "corporate Verizon" is Asurion. Regardless of situation you will always be sent a refurbished device through them. Never a new one.

So.. . Because the esecuritel program at cellular sales had to fall back on the method used by all corporate Verizon stores somehow they are a "shady" fake Verizon?

Makes sense...

#725355

You do have to have Apple Care to return your phone and get a new one at an Apple store. If you break or damage your phone, neither Verizon nor Apple will replace it in store with a brand new phone completely free of charge if you don't have some kind of insurance on it.

The insurance you're referring to is actually pretty common with third party retailers, but you will not be offered this insurance at a corporate Verizon store. Asurion (offered directly by Verizon, not 3rd party sellers like Radio Shack or Best Buy) will also require a deductible, as will Apple Care if you break or damage the phone.

The warranty is only good for manufacturer's defects as identified by the manufacturer.

#720358

I had the same experience in Flourtown Pa. at a store who's sign HUGELY says VERIZON WIRELESS

small Cellular Sales and very small authorized dealer. http://www.pissedconsumer.com/reviews-by-company/verizon-wireless/verizon-authorized-resellers-and-esecuritel-insurance-is-worthless-201308****2025.html#

Sorry I ever stepped foot in that place for many reasons the insurance was only one of them.

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ID
#442025 Review #442025 is a subjective opinion of poster.
Location
Plano, Texas
Loss
$269

Verizon wireless is bad

We went to Staten Island Verizon wireless store on hylan boulevard to separate one of the three lines we had on the account They required 400 dollars deposit for the credit which was withdrawn from our bank account but the line was never separated and the new account was never created There was two ladies who originally opened the account that took 2hours of waiting and one of them is the manager she promised to fix it but now it is still one month and nothing is done they have the money and the account is not fixed we are waiting for another 2 hours and they say they are trying to fix it!!!!
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ID
#439915 Review #439915 is a subjective opinion of poster.
Location
Staten Island, New York
Loss
$400

Verizon Homefusion is a complete scam.

We were using Charter cable internet with unlimited usage. We were sold the Verizon Homefusion as a cheaper alternative. The Home fusion comes with a data limit, but after describing our internet usage to the rep, we were told that we shouldn't have a problem. 14 days into our first month, we had already racked up $470 in data over usage charges. Verizon refuses to to do anything about the charges, even though their rep completely misrepresented the service. Further more, we were told that we would have a 30 day trial with no commitment, but we are now told that since we only had the service for 14 days instead of 30, we have a $350 cancellation fee.......is that even legal? It should be criminal. I CANNOT STRESS ENOUGH, if you are switching to Homefusion from ANY unlimited internet provider, you are making a huge and costly mistake. And beware of the 30 day trial.
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1 comment
#703730

I certainly hate to hear about your situation. The sales rep was apparently only interested in making a sale.

Verizon Home Fusion should NOT be marketed as an alternative to Cable or even DSL. While the speeds are exceptionally fast, the data caps are unrealistic for home Internet. Home Fusion is for those who live in rural areas where cable and DSL service is not available. It certainly beats satellite in terms of speeds and latency.

But the price is enough to break the bank! They know residents in these areas don't have any other options for high speed Internet and they capitalize on that. I would personally speak to a Verizon Wireless supervisor and explain the fact you were misinformed on the data caps and was told you could cancel within 30 days.

Verizon needs to up these data caps drastically if they want to compete with cable and dsl providers. Good Luck

ID
#439667 Review #439667 is a subjective opinion of poster.
Location
Flint, Michigan
Loss
$820

Verizon "phone port over" suspension not cancellation of account

I changed over from Verizon to another carrier, they port over my phones from Verizon and then that afternoon I call and speak with a rep indicating that I want to terminate my account with them and asked what fees I would have to pay. I was told by this rep that I would pay only a pro rated fee and that I would receive a new bill. Today I get a bill for a whole month fee, I call back and speak with another rep who tells me that my account was not terminated but only "suspended" regardless of my call requesting that the account be terminated. Basically said that I was going to have to pay for two weeks of non usage regardless. I then asked why wasn't I told this by the prior customer svc rep and he said that the rep should have and that they were in the wrong for not explaining such. Any event I escalated this with a manager who basically just said that this is company policy and that if I wish she can send a complaint to the initial svc rep's manager. I told them it didn't matter I am done with them and won't consider Verizon for any future services period. Obviously my account doesn't matter but with such poor policies used to grab money for services not rendered nor used by exiting customers they will hang their own necks. Word of mouth and word of web will be their own undoing.
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2 comments
#717090

I have run into the same problem with Verizon. I was also told my final bill would be prorated, but I was charged for the entire month - 153.00.

When I called to complain, I was told that when you port over your ph number to the new company that does not cancel your account with Verizon, it just puts it into a suspended mode until your next billing cycle. So for 5 days of cell phone service I paid 153.00. The CSR that I spoke with told me this policy is in the terms & conditions of the contract that I signed. I will be looking for my copy of those T&C's; they change those all of the time and since I signed my contract in 2009, it is possible that clause wasn't in there at that time.

If that is the case, I will be asking them to refund my money!

Either way it goes, this leaves me with a very poor opinion of Verizon, trying to get every last penny they can out of me before I leave. What are the chances I will ever use them again because of this.....slim to none.

#714344

Company policy and what is legal, ethical or practical are all different things.

Check into it further.

Report them to Better Business Bureau and FTC since it involves money.

Good Luck

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ID
#439413 Review #439413 is a subjective opinion of poster.
Location
Fort Worth, Texas
Loss
$125
New Reviewer

Repeated Issue: Verizon Wireless Overcharging for Text Messages sent in U.S. to a U.S. Number but showing up as an International Charge of 25 cents.

We continue to contact Verizon Wireless each month about the repeated incorrect billing. This has been an issue for 5-6 months and I call each month to get the credit. Little responsibility has been taken up to this point and it has been annoying. A customer's time is valuable too. Issue: they are charging us 25 cents for each International Text Message sent to our other phone which is in the same state and has a U.S. Number. Supervisor Ryan is creating a case to have our bill reviewed for accuracy before it gets sent out. $20 Credit issued. Hopefully this will be resolved, otherwise it is a brch of contract since they do not have the integrity in their billing.
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2 comments
#706291

You would think that other people would be jumping on the issue and going after VZW.

#706273

They are awaiting class action?

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ID
#438821 Review #438821 is a subjective opinion of poster.
New Reviewer

Poor Customer Service

Verizon Wireless 8919 Woodyard Road Clinton, Maryland 20735 To Whom It May Concern: Today I came into the Verizon store to upgrade my phone. My Verizon assistance was Jasmine. Everything was going well and yes it took a little time because this was my first time buying a "smart". In the middle of her explaining as wells as inputting data about my transaction, Mr.Michael Baker brought another customer over and asked her," to stop and ring this customer's item up". Jasmine did so without apologizing to me nor did Mr.Baker apologize. In all my years, patronizing Verizon have I ever been so rudely offended and disrespected as a consumer. In closing, Mr.Michael Baker fell short in the area of customer service. He also let Verizon down. I know the quality of customer service from your business; the best in the nation.
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ID
#437530 Review #437530 is a subjective opinion of poster.
Location
Clinton, Maryland
Loss
$89

Charged for their mistake

Basically my husband's Droid X2 wouldn't charge anymore. He went to the Verizon Wireless Retailor in town they talked to insurion and agreed it was in good condition and should be covered. He received a refurbished phone the next day. Week later he was still having troubling charging he went back to the verizon wireless retailor they told him it was his battery. The sales rep Steven Henry sold him a Galaxy S3 and took the refurbished phone an said he would mail it back in so if there was anything wrong with his original phone he woudln't be charged the $299 because they had the refurbished phone back. Month later i got charged the $299 fee we contacted Verizon got the run around for three & 1/2 weeks. Our phones got turned off last week my husband went to Verizon Wireless Retailor and the sales rep Tim talked to verizon customer service rep she turned our phones back on they said a manager would look into it but if it wasn't resolved before 7 days our phones would get shut off again. Guess what it was turned off on sunday (6 days later). We went back to the verizon retailor store and the sales rep talked to verizon CSR they said they had to contact the retailor's regional rep. We were told the retailor rep wouldn't be available until tuesday. Our phones couldn't be turned back on until tuesday. The regional rep for the retailor talked to verzion and said they would not cover the fee because the sales rep Steven Henry said he took a phone and mailed it out but doesn't remember if it was my husbands. I AM NOT PAYING FOR HIS MISTAKE. We have been dealing with this for 3 & 1/2 weeks its Obserd!!!. I have contacted the BBB hopefully someone can help us out or i am taking my business elsewhere.
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ID
#436742 Review #436742 is a subjective opinion of poster.
Location
Westfield, Massachusetts
Loss
$299
New Reviewer

Verizon prepaid plans, beware.

If it makes you feel any better your not the only one getting screwed. I have problems with income right now so at walmart (Yes this will end well.) I see a phone for 14.88 plus tax. Comes with $10 air time bonus and I had to have a phone that day to try and earn some money. Well I also bought a $35 prepaid card. I then added that card before the day was through. I was send a text telling me that your $35 payment had gone through. I then ran very low on miniutes only a few days later. The $35 was never credited to my account but I had already (This part is my fault.) thrown away the card and could not recover it. Then as frustrating as it was to get no help I simply bought another $35 card to save myself from being screwed. It actually applied the first try (You better belive I kept that card.) however I never got any more miniutes. Then puzzled but with a hours left I thought ehh its going to roll over surley. No. I see 48 odd in change on my acount (partly was the $10 air time already included.) So I thought OK no problem I will get a $15 card and switch plans (Becuase it worked so well the other times.) to the $50 unlimet plan. Guess what happens? phone tells me that I have over that amount I think $63 and some change. After switching on my phone to the unlimed plan it tells me that I have done so (Go figure.) and low and behold I keep getting a prompt telling me I am running out of miniutes. I figure sure ok it told me something about if I use my phone today I can still be charged for extra miniutes off my old plan. Then the next day and the day after that its still giving that prompt even after having waited. Now this is the fun part, after calling verizions trololol lo lo customer service line (Look it up ifyou don't get it.) they tell me in a very polite voice step by step why it didn't apply. From what I gather from the rather helpfull voice is that because of how it fell I was charged JUST enough the DAY I added the money that (At the time the account info told me otherwise.) I did not have enough money for the $50 unlimited plan at that point. Therfore despite being told by my now money hungry $14.88 samsung throw away phone I had the money AND had switched to the new plan I simply had payed in a order that screwed me. In other words if I had been paying attention to my billing information that this would not have ocurred. I guess they purposely don't sent account updates in order or on time so that the information is lost in the ether making you look like the one at fault. I am now $135 plus 9.25% tax so $147.48 worse off than I was. I have no way to pay for a plan that won't screw me from AT&T and I sit here pondering whether or not this would have occured if I had gone into a verizion store and payed the same amount on a phone and then purchused a plan with a contract? Seems like they *** either way. I now have to ask family to bale me out (we are not wealthy.) and after this I have no plans on every buying a servi.. o wait I almost used a word equating what they provide as a service. In a way it is, just one for there gain at the cost of people that in a economy that many people like me can't always choose between fuel food and car insurance as its required here in Tennessee and could land me in jail with the right officer on the wrong day. They seem dedicated to customer fruad through carfull, thoughtfull contracts and outright theft. Signed : Scewed And Confused. P.S. Please, next time at least kiss me before you *** me.
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1 comment
#703808

We switched from VZW to prepaid. We have 5 phones and 3 different companies now.

Each company applies and uses airtime a little differently. You do end up spending a ton of money trying to cut costs. There's a lot of trial and error until everyone in the family is happy with a plan. It's ridiculous.

Also, google for discounted refill times. It pays off.

ID
#436721 Review #436721 is a subjective opinion of poster.
Location
Chattanooga, Tennessee
Loss
$147

Verizon's False Water Damage Claim for $300

We bought an iPhone 4 for my daughter that did not play sound when videos were played. We took the phone back to the Verizon store and the Verizon Store Specialist inspected the phone thoroughly and determined that the phone was NOT water damaged but had some kind of mechanical malfunction. The specialist said he would order us a new phone and for us to return this bad phone in the provided FedEx box. We received the new phone 24 hours later and we placed the bad phone in the box and shipped it back to Verizon within the allotted timeframe. The next month we notice our monthly phone bill had increased $300. We called Verizon to inquire why the large increase and they stated they had not received the phone. After Verizon first lost intransit visibility of the phone, Verizon was able to track it down through FedEx and discovered that the Verizon Warehouse in fact had received the phone we shipped back. The Verizon Customer Support Representative then stated he would ensure we were refunded the $300 charge. The very next month, we noticed again an additional charge for $300 and we called Verizon to find out why. The Customer Support Representative assisting us out of the El Paso Texas Verizon Customer Support site stated that we were being charged the $300 for a water damaged phone. I stated that in no way did we send back a water-damaged phone. The Verizon Representative stated he would contact the Verizon Store that ordered us the new phone and confirm if the Specialist had seen water damage and if not then he would have the charge reversed. The Verizon Representative confirmed with the Verizon Store Specialist that this phone was in fact NOT water damaged. Instead of honoring his word about dropping this erroneous/false charge for something we did not do, the Verizon Representative changes his position and states now that I still owed the $300 because the phone must have been water damaged between us meeting with the Verizon Store Specialist and us placing the bad phone in the provided FedEx box. He said that he had pictures of the water-damaged phone supporting his case and sent us copies of those pictures. After we viewed those pictures we concluded that was not our phone. We bought a protective Otter Box to protect it and took the best care of that phone. Our phone that we sent back was in pristine condition. The pictures of this phone showed the phone was scratched at the bottom and overall in rough condition. Also, my wife took possession of the bad phone immediately after we received the new phone and placed the bad phone in the FedEx box. We are 100% certain that we did not water damage that phone before sending back to Verizon. Worth mentioning, we have been a loyal Verizon customer since 1999 (14 years) and have been faithful to always pay my monthly bills on time using auto pay and we have continued to renew our phone contracts with Verizon. I am very shocked, frustrated and ultimately disappointed about the Customer Support I have received and the unwavering position of Verizon's claim that we sent back a water damaged phone. Bottomline, we DID NOT water damage that phone nor did we send back a water-damaged phone. We followed the directions of the Verizon Store Specialist to receive a new phone and return the bad phone within the required time allotment. In addition, because of the flagrant disregard for a loyal/faithful customer like us from the Verizon Customer Support, I am seriously considering dropping Verizon as my wireless phone service provider. I did some research on the internet and found NUMEROUS cases of customers filing the exact same complaint regarding being falsely charged for a water damaged phone that they did not water damage. With the amount of these cases posted on the Internet, someone needs to file an official complaint or class action lawsuit through the Federal Communications Commission (FCC - (http://www.fcc.gov/complaints). It appears that way too many customers are wrongly getting fleeced by Verizon for actions they did not do. Who is going to officially investigate and hold this large communications company accountable for the erroneous fleecing of their so-called “valued customers”? I will attempt again through the Verizon Executive Level Customer Support to get somebody to care enough to do the right thing and overturn this decision to falsely charge me for something I did not do. Any help or further direction on how best to combat this would be greatly appreciated.
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3 comments
#1032379

Been through the same thing .... I will not let this die.

#694720

One thing you can try is to have the store rep verify with customer service that the phone showed no evidence of water damage. I used to work in customer service for a cell phone company and I did actually do this.

The customer called in to customer service, I called the store and spoke with the tech that had inspected the device, then talked with my supervisor, who told me if the store tech verified no water damage then she would allow a credit for the cost of the damaged device fee. You will have to be sure and get a good, knowledgeable rep, because most of them are unwilling to take that extra time. There is a lot of pressure to get a specific number of calls in each day and time limits for calls.

If you think you have one who won't go that extra mile, hang up and try again. Good luck!

#694080

A follow up update to the mess explained above on the alleged water damaged phone. After researching the Internet for best ways to deal with Verizon on this issue, I came across one guy who stated to contact the Verizon President of the Region for Customer Service where you had issues with Verizon.

I sent an email last night to the President of that Region and and today I was called by one of his Executive Customer Service Representatives who said Verizon was sorry for any inconvenience and that she would credit me the $299 back. Also, she stated that should this happen next time to have the new phone mailed to the Verizon store and allow the Verizon store to keep the bad phone vs. you taking it home with you. The Verizon Store could then remove the new phone and place your bad phone in the provided FedEx box with you present to ensure no chance of a false accusation.

Outside of following this process, it will always be your word against Verizon and you could end up eating the cost for sending back a water damaged phone that you did not water damage. Hope my horrific experience and end result on this matter will help the numerous other people out there!

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ID
#436119 Review #436119 is a subjective opinion of poster.
Location
Haymarket, Virginia
Loss
$300

Nothing we can do

I set up an account at Verizon for my cell phone service. After paying my account monthly and zeroing my account I get a bill from a collection agency identifying Verizon as the original creditor. I got ahold of the store. It turns out they created two accounts under my name when I signed up and the other one never got paid because I didn't even know about it. They gave me a number to their accounts recovery department and when I tried to call them they transferred me directly to the collection agency. When I personally went into the store their only answer was "sorry there's nothing we can do" and "it probably hasn't reported on your credit yet." They answered No to all my questions if they could do something to reimburse me somehow. So after talking to several people who only gave me other phone numbers to call so they didn't have to deal with my problem, all I can do now is pay the collection agency and forget about any type of customer service from my phone company.
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2 comments
#691696

let's be realistic he has to pay or they will report him and then the fun starts. It shows on the credit report even though it is being disputed and don't expect the credit agencies to assist - they will not do a thing for the customer

Filing a complaint with the FCC, his state Attorney General and any other state resources is a great idea though. I believe that might be actionable as a form of harassment assuming he did not sign anything for the 2nd account

I've seen how Verizon works; they are silo'd and they hide their credit dept from everyone, even their own employees. They do not empower or allow managers or even district managers to 'fix' these type of issues. This will end up be their Achilles heel if they don't get this fixed now - too much competition these days

#691568

Whatever you do, make sure you do not pay them. Period.

Write Verizon a letter, certifed return receipt, telling them you do not owe the bill and your reasons for believing so. Tell them to provide you with proof that you owe it if they still believe you do. They have to provide you with proof of indebtedness. If people buckle-under and pay for things they do not owe, they will continue their arrogance.

You might wish to file a complaint with both the FCC and your state telephone regulatory agency.

In fact, you need to do this in any event. Just make sure you aren't cowered into submission.

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ID
#435158 Review #435158 is a subjective opinion of poster.
Location
Hermiston, Oregon
Loss
$42

Verizion Wireless replacement phones

I will be without a phone "AGAIN" until tomorrow due to faulty equipment Verizion Wirless keeps sending me for a replacement phone. 3rd replacement phone in 2 months. No big deal to them, we will just keep sending you *** that works for a week. Un freaking believable...Worst company I have ever tried to do business with! Jan. can not come fast enough for me to dump my cell phone service with Verizion and go with another company. What is the point of buying insurance for a phone if what they send you to replace your phone only works for a few days. They don't tell you this when they are trying to sell you insurance for your cell phone. All you get from the insurance company is a used cell phone!
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1 comment
#690195

they all give you a used refurb'd phone like thats what you got when you bought the original, *** no you got a NEW one or really did you? One wonders Huh. Its a total rip off of the consumer public.

The *** of it is ITT owns all of the worlds communications cable in the oceans and everywhere, they also own Att which in turn owns sprint, t mobile, verizon all of them, they are different in name so as to keep from paying taxes and being hammered by the govt for a monopoly, but it is a monopoly.

The administrator ATT keeps the lousy lines, and best phones, they lease the other lines and towers to others the best is Verizon, but they pay Att for the best as well. Remember when Western Electric Owned the Bell System, the Bell system owned eastern Bell, Western Bell, Southern Bell, and Michigan Bell, well all owned by western Electric who was owned by ITT International Telephone.They got sued by feds for conglamorate monoply and broken up, their land line system then turned into splinter groups named differently such as Talk America, Verizon,cavelier and many others, still that way today, when cell came in the same happened to avoid taxes and lawsuits causing breakup its all set up my friends and remains the same.YOU PAY FOR IT ALL.

ID
#434317 Review #434317 is a subjective opinion of poster.
Location
Leeds, Alabama
Loss
$400

Verizon didn't keep there word

Back in May of 2013 I received an invoice from Verizon that stated I was over on my minutes. This had not occurred prior, and the amount charged for the minutes was actually far in excess of the Monthly bill. When speaking to the Verizon customer service agent, they proposed that if I switched plans they would retroactively credit my account for the full amount. This never occurred and they continue to bill me late charges and the overage charge for the minutes, yet I switched plans. I have continued to address this matter, but it's been to no avail, they are willing to offer a 50% credit, but that's not what was agreed to when I switched plans.
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1 comment
#689388

well, call them again and they will fix it

ID
#432104 Review #432104 is a subjective opinion of poster.
Location
Totowa, New Jersey
Loss
$145

Verizon wireless

I have been a good verizon wireless customer for ten years. I have five phones on my plan and pay about 250 to 300 a month. I finally decided to upgrade my phone to a smart phone. I am fifty and had a flip phone. No small decision for me. I purchased an IPhone 4S from Radio Shack on 6/29. I do not use it that much, but did notice that I could not hear the ringer very well. I was advised that the speaker was defective. I went to Radio Shack on 7/14, they refused to replace the phone. I contacted Verizon, who is charging me 660 for the phone per contract. Verizon agreed to send a new phone. I specifically advised I would not accept a reconditioned phone, who would after 14 days and 660? Verizon sent a reconditioned phone. We all know that these have not been manufactured for two years. Verizon customer service refused to replace my new phone with another new phone, but it is ok for me to have a reconditioned phone for 660. Sent them both back.
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1 comment
#699448

When you do not buy the phone from a corporate Verizon Wireless store and go through an indirect agent you are not buying Verizon wireless equipment you are buying the indirect agents equipment. Learn the facts before complaining.

They will honor the warranty which covers a certified like new replacement. In the future deal with a corporate store.

ID
#431379 Review #431379 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania
Loss
$660
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