Verizon

I have sent an email about this to the President and CEO of Verizon Wireless, as other Verizon Wireless officials.
My husband and I have been loyal customers of Verizon Wireless since Verizon acquired Bell Atlantic Mobile. This has been a very, very long time. So long, in fact, that our first cell phone was the size of a small submarine.

As our family grew, so did our needs, and several years ago we added a line for our oldest son (O). We soon found out that he had no use for the texting option, so we had it removed from our account. We had a couple of glitches, but Verizon worked with us to take care of it and we blocked all features for this line.

Last year, we added a line for our youngest son (Y). Because of the earlier glitches I mentioned in the paragraph above, I was very specific when adding this line. I made sure to tell the Customer Service Representative that I only wanted this to be used as a phone and I wanted no other features to be added. I also made sure to mention that I wanted all features on this line to be blocked. When I received my first bill, I found texting/data charges. So, I called another Customer Service Rep. who was very helpful in removing the charges. I made sure to again mention that I wanted all features blocked and that the phone should only be used as a phone and I wanted no other features added. I really don't know how much plainer I could have made my request. As stated above, I learned quickly to be very, very specific with my desires for cellular service. Again, I was credited the extra amount on my bill and assured that all would be right with my account from that point forward.

Please be aware that until this point we had been exceedingly happy and loyal customers. Therefore, I had no reason to believe I had been deceived. In fact, three months ago I upgraded the O line extending the contract for 2 more years. I've had nothing but trouble ever since!

There were problems with the new phone almost from the beginning, and we had to call Verizon. A replacement phone was sent to us, but it did not work either. We again called Verizon. A new battery was sent. The battery worked well in the original phone, so I packaged the replacement phone in it's box and repackaged the old battery. I sent both of these items back in the boxes they arrived to me in a couple of days after I received the new battery. I dropped both packaes in the Fed Ex dropbox at the nearby post office during the very first week of June.

Last week, I received a text stating that I would be charged for a device they didn't receive. I called Customer Service to let them know the date I sent the items back, and that I should not be charged. I was told they would look into it and get back to me.

Meanwhile, on my latest bill I noticed texting/data charges for the Y number, which was supposed to be blocked. The Customer Service Representative quickly took care of the charges but noted that I should not be concerned that my son was receiving texts because we had a 250 text feature on his phone that we were paying $5.00 a month for. I told her that I did not request that feature and that texting was supposed to be blocked. Remember, I have requested a block to features twice already, including texting. Why would I pay for something I would not be using. She told me that I had only had the texting service for three months. I asked if she was sure that I had only been overcharged for three months, and she assured me that I had only been charged the extra $5.00 for three months and this included the current bill. I thought there must have been a mix-up on Verizon's part when I upgraded the O line, so I asked her to credit those three months back, because they were never supposed to be charged.

Because I was beginning to have difficulty with Verizon's service, I went through all of my previous bills for the past year and found that I had not only been charged the $5.00 texting fee every month for three months, but I had been charged this texting fee for over 9 months. I cannot tell you how disappointed I was to be lied to by a company that I had revered so much in the past. I called Verizon, yet again. This time I spoke with a Customer Service Rep who told me that she could not help me because I had already agreed to settle for three months credit of the texting charge. By this time, I was very angry and told her I would never settle for a three month refund when I had been overcharged for nine. I then asked to speak with a manager/supervisor. She put me on hold, but never allowed me to speak with a supervisor. When she came back on the phone she told me she could credit me for 6 months only. I agreed, because I did not really want to fight about it. It took a while, but she finally said she had it all worked out and I would only have to pay $xxx.xx instead of the $zzz.zz on my original bill. I asked if she was sure, and she assured me that I only owed $xxx.xx. Again, I agreed.

However, I checked my online bill again last week and it stated that I still owed $33.98 by June 26. I was concerned because this was the amount that was supposed to be credited to my account because of the overcharging, so I called Verizon yet again. By this time, I am losing patience because I really do not have the time to dedicate to fighting my wireless service provider. I was told not to worry about this charge because it was credited back.

I called Verizon Customer Service again today because the $33.98 was still on my online bill and I was concerned about the cost of the returned mobile phone. I wanted to make sure the warehouse received the phone. I was told that the replacement phone had not been found in the warehouse and I would be charged for it on my next bill. I was also told that if I didn't pay the $33.98 by July 1, I would be charged a $5.00 late fee. I asked to speak with a supervisor, and the supervisor consequently told me the same thing. I have really good credit and I don't need a late fee attached to a bill but I refuse to pay another dime for overcharges, especially when one of your representatives told me not to! Please understand how it can be frustrating to be told one thing by one Customer Service Representative, and an entirely other thing altogether by another.

Subsequently, I requested to end my contract with Verizon, because I did not agree to be lied to and cheated. The last person I spoke with was in the Disconnect Department. He was helpful in finding the replacement phone in the Warehouse. He even found out that it was signed for by a Verizon employee on June 8 at 2:36. By the way, today is June 28. He also agreed to credit me $5.00 on my next bill to counteract the $5.00 late fee that should not be charged. I'm still not sure how a late fee will affect my credit, but at this point I just want out. Unfortunately, he could not help me with the Early Termination Fee. He says it is a legal binding document and I agreed to the service. I did not agree with being lied to, cheated, and treated like a second class citizen by this company or any other company for that matter. I agreed to receive the same service I did for the past 17 years, not this! I have decided to forward this information to the FCC and Better Business Bureau, because this is downhill business. It is shady and mean, and I will not pay a late fee nor will I pay a termination fee.

I would gladly continue service with Verizon had I not been shamed and mistreated. I would not request cancellation had I not had to call Verizon so many times this year regarding bad service. I would expect to have to pay your cancellation fees, had I received the service your company promised to provide. However, I will not pay a blackmailer's fee in order to be free from a cellular contract.

I recently purchased three new cell phones from Verizon and was offered a $50 rebate on each phone. When the rebates finally arrived, they were in the from of a Citibank VISA debit card. I held on to these cards until I was ready to purchase another new phone on the fourth line on my account. When it was time to pay for the phone, I presented my three rebate cards that clearly said '50 DOLLARS' in the bottom left corner. The salesperson kept trying to scan the cards and they were declined. She then repeatedly tried manually entering them and they were declined each time. I spent almost an hour at the kiosk trying to complete my transaction when the salesperson finally called the customer service number on the back of the card. She was told that Verizon had placed a funds hold on $1, $1 and $3 of the balances of these cards. She could offer no explanation for this but was only able to give me $145 in credit towards what should have been $150 towards my pruchase. The salesperson then agreed to contact the rebate center again on my behalf to resolve the issue. She called me later that day at work and left a message that the cards could be used. A few days later, I tried using the cards and they were DECLINED again! I called the rebate center and was told I had zero balances on the cards. Again, no explanation could be offerewd as to why Verizon claims they will give you a $50 rebate, but then they place holds on a portion of the funds and make it as difficult as they possibly can for a customer to use them. I realize it is only $5, but it is THE PRINCIPLE OF THE MATTER! When Verizon promises me a $50 rebate on a card, I expect a $50 rebate - not $47 or $49. Not only is this poor business practice. In my opinion, it is also unethical. After ANOTHER call on my part to the rebate center this morning, I am being promised that the balances would be released on the cards, HOWEVER, I am still on hold after 35 min and 26 seconds and the customer service rep came on about 10 minutes ago to tell me they were having a problem releasing the balance on one of the cards. Show now just came back on line to tell me they were having 'system issues' and she couldn't complete the release of the funds holdon the last card. SHe is supposed ot be calling their corporate office to have someone there take care of it . . . so, at this point, it remains to be seen whether or not I will actually get the rest of the rebate I was promised. I am skeptical, and I have admit that the measly $5 I am allegedly going to receive doesn't even come close to compensating me for my wasted time and inconvenience. Sadly, I have another rebate in the works for that fourth phone and am not looking forward to more hassles thanks to Verizon Wireless.

Verizon FIOS internet is the most inconsistent, hyped up ### I have ever witnessed in my ENTIRE life. If you want some unreliable, slow ### dial-up internet that works 50% of the time PICK VERIZON! Their routers are ###, they break nonstop (we're on our 4th one...needless to say they're made cheaply made as well). This company is a GREAT example of one that likes to skate by with customer service and support while secretly ###ing you from behind with their made in China products. I STRONGLY advise those out there reading this to never switch to Verizon...even if it means going back to dial-up...

Can you hear me (or us) now Verizon?

Hello ! I recently called the customer service and asked to be helped with my situation and the rep was very unprofessional (Name: Merrile) she wouldn't give me her ID and she refused to transfer me to her supervisor. After being a customer of verison for almost 8 years I didnt appreciate her attitude and the way she handled the called. After she hanged up on me I cried and I couldn't belive that I had spoken to a verizon rep. I suggest you take this and seriously and may be train her so that she learns how to speak to customer.
Moreover my contract was extended without me knowing ... I think i should sue verizon...

I've been reading on many "tech" websites that Verizon is finally giving Network Extender devices out to customers with weak signals.
About 2 years ago, I was told that I had to pay $200 for my Network Extender. I always thought it should be free if Verizon couldn't provide a decent signal. For that reason, I can never fully recommend Verizon to anyone.
Anyway, the Extender system is down very frequently, as it is right now (6/17/2011).
I've been a Verizon customer for at least 10 years but am getting close to switching carriers.

I upgraded my Verizon HighSpeed Intent to FiOS today, and the technician window was scheduled to be 8am-12pm, but they didnt show ontime. I called at 2pm, the customer service agent is nice and told me it would be a little delay, the technician will come in half an hour to one hour. However, until 4:30 pm still nobody came, I called [protected], and there are too many automatic choices which bring me to wrong dept and even one dept hang out my phone call. Finally one person answered my question and told me the technician was on the way to my apt. At 5:10pm, one techni cian finally came and told me that he was assigned the job about 45 mins ago. How terrible if I didnt keep trying to call.

It reminded me last time the bad experience about installing Verizon HighSpeed intent, that time, the schedule time would be 12:00pm-6:00pm and the technician showed up at last minute at 5:45pm, however, after he installed the equipement, he said the activation couldnt be done since technical dept was out of office hour and it would be fine from tommorow morning. However, the next day, the intenet still not be activated, and I made call so many times, always said record showed your service was activited on the day you installed it. After 4 days, finally another technician came and solve the problem.

Anyway, verizon technician is so so but the installation arrangement is too bad. Moreover the customer service person is too rude and even hang out my phone call. I am very very unsatisfied with verizon

I upgraded my Verizon HighSpeed Intent to FiOS today, and the technician window was scheduled to be 8am-12pm, but they didnt show ontime. I called at 2pm, the customer service agent is nice and told me it would be a little delay, the technician will come in half an hour to one hour. However, until 4:30 pm still nobody came, I called [protected], and there are too many automatic choices which bring me to wrong dept and even one dept hang out my phone call. Finally one person answered my question and told me the technician was on the way to my apt, now is 5:08pm, finally one guy came and he told me that he was assigned this job 45 mins ago. How terrible!If I didnt call again and again, I will waste my whole day!

It reminded me last time the bad experience about installing Verizon HighSpeed intent, that time, the schedule time would be 12:00pm-6:00pm and the technician showed up at last minute at 5:45pm, however, after he installed the equipement, the technical support dept already out of office hour, he couldnt make sure about the activation of intenet before he left. I was told it would work rightly tommorow morning, however, another terrible waiting time occured, the internet didnt be activiated, and called customer service again and again, finally after 4 days, another technician came and active it. But the intenet speed is not as fast as it supposed to be.

Anyway, I am very unsatisfied with verizon service especially for the technician support and also the customer service phone is too many choice to transfer you to the right dept as well as reprensatative attitude is too bad, especially female.(cuz I am female?)

Verizon One Bill is nothing but problems. We had a one bill but told them we wanted Verizon wireless and internet services sent on two separate bills. Ever since then they keep saying we owe $233.00 for the internet, but in fact this was a charge for wireless, which we have paid to date. We speak with wireless and they cannot help us because they say it is the internet department. We call the internet department and they say we have to talk to the wireless people! Four phone calls later and still no answer. So frustrating.

My Dad had a prepaid Verizon phone. He died shortly after paying Verizon $181.00. We tried to get the phone disconnected and the $160 left on his account refunded. Verizon refused, stating that if the entire amount of the original prepayment was still on the account, they could do it, but since some of the money was used, they cannot refund ANY of it. "It's ONLY $160.13, " they responded after the 5th phone call.

WOW. They must have a lot of other people's money to throw around!
I'm accountable for my Dad's estate finances, and must personally account for every penny that was spent, or misused. So I'm reporting that Verizon stole $160.13 from my Dad's Estate.

I believe the Company store located on the Dawsonville Hwy in Gainesville Ga needs to be investigated. I just got through talking with a tech support person and he advised me that the 6 times I had gone to this store about problems with my Driod phone were not documented in my account. I explained what my phone was doing and that all I wanted was to be able to trust the phone I was paying for and he stated he did not understand why the store did not respond more positively to me. I am going to another store tomorrow in hopes I will be able to get a phone I can trust there. I also just found out from my wife that my oldest son had been charges $50 twice by the same store when he went in to get a problem with his Casio Brigade corrected. the online tech support person never mentioned any $50 fee for correcting a phone sold by Verizon. I intend to post every place I can post online about this issue until someone convinces me this problem is corrected. I have been a Verizon customer and advocate for over 5 years. I do not believe that simply having the best calling network is a good substitute for bad customer service. To me the best customer is the repeat customer. I did not know business was so good that Verizon could afford to lose customers because a company store was run by employees more concerned with their commission checks than the customers satisfaction. Until convinced otherwise I believe my son was robbed by this store and I was treated so poorly that I almost changed providers.

I live in a rural area that has poor internet service. I had heard that Verizon had a new 4G internet device, so I got online and checked to see if service was available in my area. Just as all the other companies do, Verizon asked me to enter my address to see if the service connected to this device was available in my area. When it said that service was available in my area I was elated because all the other companies showed they had no high speed service in my area. When I got the device I hooked it up and discovered that the speed was slower than the Cricket 3G service I had been getting. I called Verizon to see what the problem was. They instructed me to attempt to connect to several websites, which I was never able to do. I was then told there was not only no 4G service in the area, but that only 2G service was available. I asked why I was sold a device that was made for 4G and was told that they may update the signal sometime in the future, though nothing had actually been scheduled. I then had to return the device and remember to call them back to cancel my contract before 20 days. If I forgot I would be charged for 2 years for service that was not even available to me. When I called to cancel the contract I was told that I was going to be charged $23.67 for service I had used. When I explained that I had done nothing but try to connect to the internet, but was not able to because there was no 4G service they dug in their heels and refused to waive the charges. This company has reached a new low in wireless customer service, which I did not think was possible having been a past customer of both Sprint and ATT. As far as I am concerned they fraudulently sold me their service.

We have had Verizon as our telephone service provider for over 18 years at the same address and decided to upgrade our Verizon account to the FIOS package deal since we had heard how wonderful it was suppose to be. Well, we liked the service but had to sign up for a 2 year contract in order to get it installed. We decided to move to SC to obtain our retirement home and purchased a home in Feb 11. When I tried to have our service transferred to our new home in SC I was told that service was not available at this new address but I could terminate the contract without being charged an early termination fee since Verizon could not provide service at our new address. We were given instructions of how to return the equipment to Verizon once we were ready to cut off the service and received boxes to ship them to the designated addresses so therefore we did as we were instructed. I contacted Verizon customer service on 3 separate occasions to confirm the early termination fee would not be charged to my account and was told on all occasions over the phone that I was correct, the early termination fees would not be applicable to us since service was unavaliable at our new location. Well... you guessed it... low and behold we received a nice big bill in the mail just 3 weeks ago stating we owed Verizon the early termination fee and the amount was due by the end of the month. Luckily, we did not have the automatic filling set up on our account so I called the customer service department and talked to a Jerone who was very curt and abrupt in informing me that a contract is a contract and I am liable for the early termination fee charges. I tried to explain what had been discussed previously and that it had been agreed upon by their reps that I would not be charged but I was again told by Jerone that a contract is a contract and I was going to have to pay. I told them I was not paying because they had lied to me and I was not expecting these charges to come my way and they could charge all they wanted to. Now I'm being threated to be contacted by the collections folks and possible damage to my credit rating. I'm not worried... I told them to charge away they would never get another dime out of me... this is the way this company treats their loyal dedicated customers after never being late for one bill after 18 years of service. How far can these big powerful companies go with treating honest, hardworking citizens this way with these lies and cheat scams they contine to get away with? Is our rights being taken away in this country?

My husband and I had 2 phones with Verizon and decided to cancel one of them. We canceled the older of the 2 phones and kept the new phone with them. 2 months later I get a bill for an early termination fee for Verizon because they attached the 2nd phone had swapped upgrades with the older one making the contract attached to the cancelled phone. So I'm being charged a $350 fee for terminating an enhanced device for cancelling an old handset that barely sent text messages despite the fact that the "enhanced device" is still under service with them (they closed the account with 2 phones and created a new "account" with the single phone making it even harder to trace through and just causing them to say that the contract was to the account not the device). I had one person credit back the charge to the account only to have a superviser override it later to deny the credit and just automatically bill my credit card. I haven't had any luck yet getting this resolved.

I have had verizon dsl for several years. Routinly I have problems with their service. Forget calling their customer service. They don't exhist. You know that comercial with "peggy" the big russian alone in a room filled with blinking phones. That is their customer service. If you can get a person with a pulse on the line after being tormented for hours by the automated service, it won't matter because they don't speak english anyway. Then they tell you do do this and do that, yes, I understand you did it already, but I have to do it again, and this still isn't working...15 hours later, they tell ya, well a dog took a crap 14oo miles away from you but they expect to have it cleaned up soon so it will be fixed. Bye bye.
Two weeks I spent fighting with the customer service. Even after I demanded to speak to a supervisor he tells me "well, this is the wrong department so i'm going to have to transfer you" wtf? I get transfered 3 more times, and end up back to some guy who can't speak english trying to run me through all the non sense I had already done 15 thousand times. I got so ticked off by this point I told him either he get it fixed now by sending a tech, or he can cancel my service. It got uglier from there.

I decided it was finally time for an upgrade from my Blackberry Storm since it kept having issues such as freezing up constantly. So I went for an upgrade and got an Android X & the salesman told me that he can just bill my account but I wouldnt have to pay it all at once when my bill came. I can simply pay an extra $50 towards my equipment fees with my regular monthly bill until it was satisfied since I agreed to a 2 year contract. This wasnt true now I have a $500 bill due now. When I had gotten my bill I went back to the store to return the phone but it was past my grace period so they advised that I call customer service. I called customer service and was transferred a few times before I got to the financial department. I explained the whole situation and they were absolutely not helpful. She kept asking me when can I pay the bill in full or my services will be disconnected. Ive been a verizon customer since they bought out Alltel and was with alltel since 1997. Best believe once my contract is up I will be shopping for another celluar provider. A provider who truly believes in relationship deeping with its customers.

This is the email I sent to Verizon Customer Service.

I would like to tell you flat out that your website and phone customer service sucks. I dropped my phone display was not working thought I better get a new one. Only 5 months left in contract. Only way to get a cheap phone is to renew early. So I go online to do upgrade. My credit card has Canadian Postal Code. I live on border and commute to states every day. So I go and get a Verizon gift card. My total due online is $24.94 and gift card had $50 on it. Enter gift card info to pay comes back asking for credit card. Online chat has no resolution. Talk to phone customer service two days in a row both conversations end in me being transfered to a department that is closed because the operating hours are over. What do I have to lose, I take phone apart per youtube video reconnect and assemble and phone works. Now it only has to last 5 months and no I don't plan on sticking with Verizon. I wasted two days trying to upgrade and renew a contract. On top of it you got rid of $64 Global Data Plan, and I here the $29.99 plan is not going to be unlimited data. And New Every Two Year is going away. Can you guys screw it up any more. Please don't call me to beg me to stay. I just wanted someone to know what was going on here. I answered you automatic customer survey and the poor agent got a horrible review that is a reflection of Verizon. Oh and I could not charge it to my account because you guys disconnected our phone because supposidly we did not pay out bill on time when we did and something screwed up in your accounting system. Thank God you service sucks because i would be stuck in another 2 year agreement right now instead I fixed my phone and October is the light at the end of my tunnel. You probably won't read this far anyway since you have so many customers so what one disgruntled one matter.

After being on an internet plan for $49 a month, Verizon wireless offered a $20 a month Galaxy Tab plan. When I called to ask if I could switch I was told I could. Shortly thereafter I was told that I could not use that data plan. I was not offered a retention specialist. I informed them I would pay $20 a month (the Galaxy Plan) until my termination fee was covered. Since November I have made on line payments to Verizon but they have continued to call and not once did anyone at Verizon offer to note the payment arrangement. Now, with $60 to go (3 months pmts) they are using collection agency tactics. I have been paying all along.
They do not know what the other departments are doing.
They are not interested in customer service and use strong arm tactics instead.
Despite the bad coverage with SPRINT, I have been able to work with them since 2001 and am glad my phone is not with Verizon.

I received a telephone call from UCB for a collection.
The agent told me that I owed a debt to Verizon in excess of $600.00. I told the agent repeatedly she had the wrong person but she was very persistent to the point of harassment and finally threats concerning my credit report. I initially believed it was a scam but since the agent seemed to have my social security number I called Verizon. Two frustrating hours later, after speaking to several "customer service" agents and supervisors and being transferred to several "pass the buck" departments, non working, incorrect numbers and extensions, I found out that on October 1, 2010 an order for three phones was placed via "tele sales" with my name and social security number. The three phones were never shipped and service never activated because "the address did not check out." This is according to a Verizon supervisor by the name of Ms. Harris. She had no explanation how a charge of $552.14 accumulated for phones that were never shipped and service that was never activated. Ms. Harris suggested I contact Verizon's Fraud Department the next day. I had already spoken to a person in that department, before it closed for the evening. This person told me it was "outside collections" and had nothing to do with fraud! I called the Fraud Department the next morning and had to leave a message. Nobody called me back. I called again and spoke to Nick. He did not seem to like the questions I had about this fraudulent order and accused me of being "combative." He gave me information about the original order that was not true. He did, albeit reluctantly, indicate that he would take care of the problem.
After I hung up with Nick, I contacted "Wirefly" and was surprised to find out that the original order had been flagged by them as potential fraud. Verizon, nonetheless, proceeded with it after "the address checked out." It happened to be the address of one of the local Arby's restaurants in Heber City. I have no idea what kind of a credit check was performed. While my name and social security number were used, the date of birth and address were incorrect. Nick told me no credit card information was required with the initial order because there was "no charge" and that is incorrect. Credit card information was provided with the order. I suspect the credit card did not check out either. The date of birth is incorrect, the address is incorrect, credit card information is incorrect. I don't know what makes anyone think the rest of the information is correct? Let me guess, the person who placed the order never called to inquire about his/her phones? What are the chances this is a legitimate transaction? I do not know what Verizon's policy is, or if there even is one, regarding potential fraud. It seems to me that Verizon's Fraud Department should have reviewed this transaction. If they did, they need training or retraining.
I am not certain if, when and how this order was linked to me and my account. The bottom line is Verizon sold my personal information to a collection agency without due diligence.
I was violated twice, once by someone committing identity theft and the second time by Verizon, who sold my personal information to a collection agency.