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My husband is a United States Marine, and is currently deployed. Last month (may 2015) I went into Verizon to pay my bill, and realized that the bill was extremely high. I told the sales rep that I needed to discuss the price with my husband before paying. When my husband was able to call I told him how high the price was, and he was shocked because he isn't even using the Verizon wireless sim card. In yet, the bill still stated that he was roaming. However, there was nothing my husband could do to rectify the problem, therefore I returned to the Verizon store the next day with the intentions of figuring out the billing problem.

The day I went into the store I took my power of attorney and my husbands orders, and talked to a lady representative. When she looked up our account she said, "You don't have anything due." I showed her my paper bill, and she then showed me the computer screen and where it said $0.00 due. I told her that I haven't paid the bill yet and that it must be a mistake. The lady then insisted that my husband must have already paid the bill. Though I knew it was unlikely he did pay the bill I still waited for him to call so that I could ask him myself. When my husband did call he stated what I already thought, and said he didn't pay.

I then called customers service and told the male representative that I was unable to pay my bill. The representative then pulled up my account and said that we did not have a bill due. I then stated, "That is impossible, because my husband and I are the only two people on the account. I haven't paid the bill and neither has he." The representative then laughed and said, "Well it looks likes someone took care of it for you, and thank your husband for his service." I was in disbelief and said, "So if I do not pay the bill this month we are not going to be penalized." The sales rep then said, "Nope it has been taken care of!"

Fast forward to June 2015 (the next month.) Yesterday I attempted to call my sister at 9:30pm and was informed that my cell phone had been disconnected. I then was forwarded to financial services. I talked to two people on the phone. One an employee and the other was supposed to be a manager. I told both ladies the same story that I have stated above. The first lady told me the only way she would turn my phone back on was if I paid her $644.52! The representative stated that I missed a payment, AND even after explaining my story they still blamed me. I asked the representative if they record calls, and the said yes. However, not once did the representatives review May 2015 when I called trying to pay my bill.

The second lady (the one who was supposed to be the manager) began to talk, and then said that she could not provide me with any information on my husbands account because I was not an account manager. I then told her I had power of attorney, which I have shown Verizon before. The representative claimed that she could not access my power of attorney and said I could fax it to her. I then explained that I did not have a fax machine but I could email it to her. The rep then claimed that Verizon did not have an email. I then attempted to find a solution to the problem by asking if I could go into the Verizon store, and reshow the my power of attorney. The representative the said, "No. The only way to send the power of attorney is by fax." I then asked how long it would take for them to receive my fax, and the representative said, "7 days."

After hearing seven days I was appalled and said, "So you are telling me that I cant talk to my deployed husband for a week because of a mistake Verizon made." The representative attempted to argue with me, and then I remembered I was talking to financial services. I then said, "Send me to customer services." The fact I was telling a Verizon employee how to do their job is flabbergasting.

Once in customer services I talked to a different representative, and explained my story and everything the "manager" in financial services provided me with. The customer service representative then stated that the "manager" I was speaking with was just a normal representative, and was indeed not a manager. The new representative also told me that there was an email to send a fax to, and stated that I could in fact show my power of attorney to a in store representative. Little did I know that I was going to call about one problem and then enter into a completely different issue.

The next day I woke up at 8:30am to go into the store to solve the problem in order to talk to my deployed husband. When I was in the store I was called "baby doll" and talked down to like a child. I was also told that I looked to young to be married, and "shame on me." The in store representative also kept insisting that the problem was indeed my own. I of course attempted to defend myself, and stated that I shouldn't have to pay for Verizon's mistakes. But in the end Verizon did not take care of me as a customer, and the only way I could get my phone reactivated was to pay in full the $644.52 (which include two months of charges, late fees, roaming.) Not to mention they were over charging me for 10g of data ($100 instead of the reduced $80.) Verizon denied making any mistake, and blamed me for the late bill. Even though I have proof that I tried three times in the month of May to pay my bill, and even after three different representatives told me that I did not have an amount due... Not to mention Verizon never called, text, or emailed me to let me know that my account had not been paid...But "the representative is always right," seems to be the policy for Verizon, and they seem to not care about how they put down the customer. It is all about the money, not about happy customers.

Reason of review: Poor customer service.

Monetary Loss: $378.

Location: Greensboro, North Carolina

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