Verizon Wireless

Review: EVEN THOUGH THIS IS [redacted] AUTHORIZED RETAILER, THIS IS NOT A COMPLAINT AGAINST THE VERIZON COMPANY! PLEASE NOTE THAT! I LIKE VERIZON! IT IS AN INDEPENDENT RETAILER USING THE VERIZON NAME. sO WHEN YOU ASK QUESTIONS ABOUT THE PARTICULAR VERIZON SERVICE ON THE NEXT PAGE, IT IS ALL BASED ON THE RETAIL STORE, NOT THE VERIZON REAL COMPANY. I went to an independent retailer for help with my verizon phones. [redacted]1This retailer took money from me, refused to take my calls, told me the manager was out who avoided me for approx. 7 1/2 weeks. I spoke to the verizon wireless company via phone, and they told me they would note the issues from me. AFter 4 months of calling back and forth to the real verizon and working with many different agents (I have all the phone calls and documentation and so does the real verizon) I was able to get a phone and some sort of equipment taken off my bill which they put on my bill without my consent. I was also able to get a refund on the equipment they said I bought that I didn't. the verizon real company was grreat and helped out alot and the phones/equipment I have now is fine. I thought everything was good to go.today I looked at my visa bill for a card I never use, and the retail store took 200.00 out of my my credit card! I don't use this credit card (the last payment I gave was in Feb. also documneted) it is only for emergencies. I spoke with USAA about it, and they are doing research on it. I don't want to go into the store because they are volatile towards me. I want my money back, and i'm sure USAA will get it straightened out, but I think you need to know that this particular retailer is not doing good business. in fact, they actually stole money from me.Desired Settlement: I want Revdex.com to note that this is not a good retail store for Verizon to be associated with - and using the Verizon name is not good for Verizon. I will contact Verizon this morning and tell them what is going on as well.Feel free to publish the complaint so everyone out there knows this is not a good reatiler, but it isn't necessary to try to get the money back because USAA will do that for me.thanks!

Business

Response:

July 23, 2014

I am writing in response to the complaint you forwarded on behalf of [redacted]. Per the correspondence received, Ms. [redacted] expressed dissatisfaction with the disconnection of her services at an Indirect Retail location. Please accept this letter as confirmation of Verizon Wireless’ response regarding her concerns. Verizon Wireless sincerely regrets any dissatisfaction this matter may have caused.

Upon review of the account, it was determined Ms. [redacted] activated mobile number ###-###-#### at the 4G Wireless store located at [redacted]n San Diego, CA. Ms. [redacted] advised that she returned the equipment and requested cancellation of the [redacted] line within the 14-day return period. Regrettably, the cancellation was not processed as requested. She advises that she made several unsuccessful attempts to contact the store manager to address the issue. The [redacted] line cancelled on May 1, 2014. Ms. [redacted] also advises that $200 was charged to her credit card by the store location.

I spoke with Ms. [redacted] regarding her concerns and apologized for any inconvenience. I confirmed the ###-###-#### was disconnected and adjustments for the billed amounts for the line have been issued. Ms. [redacted] advised that the $200 amount was being resolved through her credit card company. I also advised Ms. [redacted] that her feedback on her interactions with the store location would be submitted and handled internally. Ms. [redacted] advised that she had no further questions and that she would consider the matter resolved.

If you or Ms. [redacted] has any additional questions or concerns please contact me at ###-###-#### during my business hours of 8:00 a.m. to 5:00 p.m. (PST) Monday through Friday.

Sincerely,

Executive Relations Coordinator

Review: I just read an article that verizon will be raising my cell phone bill by 20.00 per month. This is because I have a grandfathered in unlimited data plan. This is very concerning that Verizon can do this to a customer who has been there for over 6 years. You will be surprised to know that I do not even USE THE UNLIMITED DATA. The only reason I have this is because I haven't upgraded my phone in years. I tend to take my children's old phones when they upgrade. So this move by verizon is a slap in the face to me. It would be different if I was using the data. I do NOT even use 1 GIGABITE A MONTH! I see verizon as consistently trying to get additional money from people. I have the cap on my children's data and at least 2 or 3 times there have been 10.00 overages. I had to call and spend 1 hour of my time on the phone over and over again to get them to credit my account. I will not give them the extra 10.00. If they do this to 5000 customers and the customers don't check their bill, they will have pocketed 50,000 dollars! I am outraged at this latest charade to get more money out of us good customers who always pay on time and have a plan with 5 phones. Sprint and [redacted] are looking good right now. My next complaint is the the FCC about the overages also.Desired Settlement: I do not want to be charged the extra 20.00/month since I DO NOT USE THE DATA. LEAVE THE FRUGAL CUSTOMERS ALONE! I am so disappointed in Verizon, as usual. I always tell people I hate my cell phone carrier, I also tell them about the overages I am charged and then have to call and spend an hour getting a credit. Very few people I know have Verizon now though. Most have switched, I know why...

Business

Response:

Ms. [redacted] disputes the increase in price of the unlimited data feature. When

we introduced unlimited data in 2005, we offered customers a 3G network. Today,

our customers enjoy the fastest and most reliable 4G LTE network. Over the past

several years, data usage has grown significantly due to the demand for data

driven by video and application use. Due to the cost of expanding the network

to support this demand, it is no longer sustainable for Verizon to support

Unlimited Data at the current price.Because

of this, starting on November 15, 2015, we are increasing the price of each

unlimited data feature by $20/month, allowing customers the option to keep the

fast speeds they expect on the best network, with no throttling, and no

off-network limitations. If any of your lines with an unlimited data feature

are currently on a two- year contract, the increase will not begin until you

complete your contract term or enter into a new one.Ms. [redacted] has been provided with options for changing her plan; which will cost less per month. She has also been provided an alternative by accepting a promotion. The Executive Office is expecting a response from Ms. [redacted].

Review: On December 10, 2014 , 12:37pm . After several demonstrations,I was convinced to purchase the tablet (The Samsung T707 Galaxy Tab S 8.4 ) , for $108.99 with tax. This is a 3 rd party store for Verizon Wireless, TCC))) , ( [redacted] )( dba)[redacted] C[redacted]7 . Sales person [redacted] B...... After purchasing the tablet, I was informed there was a $10.00 per month service fee,but I was never informed of the $35.00 activation fee,until I checked my account. I tried to return the tablet per contact agreement within the 14 day period. I returned 2 days later,but the sales person sent me a email agreement that a $35.00 gift card will be issued to me within 7- 14 days. I never received it , then she emailed me a request with my permission to credit my account, what happened to the card that was suppose to be mailed out. I believe the are giving me excuses, so I can't return the tablet now , the return policy has expired. I would just like my $35.00 returned. they charged my account without my knowledge. I have not used my tablet, waiting for results.Desired Settlement: I would like my refund, an inconvenience fee would be exceptable , due to the fact I've been waiting for since Dec 12th for a refund that hasn't been resolved.

Business

Response:

January 9, 2015

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains she was not informed of the $35.00 Activation Fee when she purchased a tablet. She requests to have the Activation Fee refunded and for additional credit to be applied for the inconvenience. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.

A review of the account shows a $35.00 Activation Fee was charged when the tablet was activated on the line ending [redacted].

I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution for our long time customer, I offered to issue an adjustment of $45.00 to the account and she accepted. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 4:30 p.m. (MST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted] Executive Relations

Business

Response:

January 9, 2015

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains she was not informed of the $35.00 Activation Fee when she purchased a tablet. She requests to have the Activation Fee refunded and for additional credit to be applied for the inconvenience. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.

A review of the account shows a $35.00 Activation Fee was charged when the tablet was activated on the line ending [redacted].

I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution for our long time customer, I offered to issue an adjustment of $45.00 to the account and she accepted. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 4:30 p.m. (MST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted] Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Verizon informed me on 31OCT2013 that a fraudulent account had been opened using my SSN. I filed the required police report with Verizon and received a confirmation email. Verizon has refused to remove my liability and has now started the collections process. I have made numerous attempts to resolve this issue but Verizon is completely uncooperative. The second account in question was opened in another state while I was deployed in Afghanistan.Desired Settlement: I want the collection stopped and removed from my credit report. I also want the account to show as paid and closed.

Business

Response:

This letter is confirmation of receipt for the above referenced complaint, received byVerizon Wireless on December 5, 2014. In his complaint, Mr. [redacted] reports thatVerizon notified him on October 31, 2013, that there was another account opened underhis social security number. He states that he filed the required police report and receiveda confirmation email. Mr. [redacted] states that he’s made numerous attempts to haveVerizon remedy the situation, but Verizon has refused and now has filed for collections.He reports that the second account was opened in another state, while he was deployed toAfghanistan.Verizon Wireless appreciates the opportunity to review Mr. [redacted]’s concerns. TheExecutive Office was unable to speak to Mr. [redacted]; however, Mrs. [redacted] was able toexplain Mr. [redacted]’s issue and advised that Mr. [redacted] is deployed. The ExecutiveOffice looked into this issue further and the account in question was deemed as fraud andthe balance was deleted. The credit bureaus were notified to remove the charge ofcount and Mr. [redacted] can expect to see his credit report updated within 30-60 days.The Executive made attempts to contact Ms. [redacted] again regarding the resolution andalso to advise her that in order to discuss the resolution she will have to provide a copythe Power of Attorney. The Executive Office was unsuccessful in contacting anddiscussing the case with Ms. [redacted].If Ms. [redacted] has any questions regarding this matter and to provide the Power ofAttorney, she may contact the undersigned directly at ###-###-####, between the hoursof 9:00 a.m. and 6:00 p.m. EST., Monday through Friday.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I signed onto a new contract with verizon wireless. I ported 4 phones over from [redacted] and was told that I would get a $100 per phone bill credit within 2-3 billing cycles. Today, December 14th I called Verizon because the credit had never appeared on my bill. I was told that everything was correct and that I should have had the credit long ago. I was then put on hold for more than 30 minutes only to be told that upon further review I did not qualify for the credits as I didn't sign up for the lease option on the phones. This was not the deal that I was sold - I have spent over $ 1500 in paying this bill and buying phones at Verizon in the last 90 days and was told today that if I had taken a screenshot of my chat with Verizon or if I had recorded the representative that helped me set up the account then maybe Verizon could help. The customer service was despicable - Are you kidding? I should have taken a screen shot of the deal that the Verizon rep sold me? Unbelievable!Desired Settlement: I would like the $400 bill credit or an acceptable substitute or I would like to be let out of my 2 year contract with Verizon due to bait and swuitch!

Business

Response:

December 28, 2015 Thank you for allowing Verizon Wireless the opportunity to respond to Ms. [redacted]’s complaint. In the complaint, Ms. [redacted] states she ported four numbers to Verizon Wireless from [redacted]. She was advised she would receive $100.00 per line for porting. She contacted customer service and was advised because she didn’t sign a Device Payment Agreement for the devices she would not receive the port -in credits. She requests to have the credit applied towards the account or be released from the Service Agreement. Verizon Wireless regrets any dissatisfaction this matter may have caused. I spoke with Ms. [redacted] to address her concerns. In an effort to provide a satisfactory resolution, I offered to adjust $400.00 towards Ms. [redacted] account. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns. Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:30 a.m. and 5:30 p.m. (MST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] C. [redacted] C. Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Visited local store because of a defective phone. Was told a plan change would save money and offer better service. Was given verbal and written quote. I wasn't looking for a tablet but was offered one as part of the deal. Quote included tablet service and was still lower than old rate. New rate was $107.00 a month plus taxes and surcharges which usually run 6-8 dollars. Four months later, every bill has been incorrect. Quote also included 18% educator discount. First bill $246.00. Second bill was $180.00. Went back to store to complain about incorrect billing- was told everything would get fixed and given a credit. Third bill was $91.00- thought everything was settled. Fourth bill was $140.00. Another trip to the store to get bill fixed and was told to call in a couple days for more information. Left two messages and never got a call back. Called customer service and was told that my discount was revoked and that Verizon would not honor the quote I was given. Asked if I could cancel the tablet to help with the bill and was told there was a $175.00 early cancellation fee. Very disappointed in a company that I' ve been with for over 10 years. Believe these business practices to be deceptive, fraudulent, and completely unethical.Desired Settlement: Plain and simple- honor the quote I was given when I changed plans.

Business

Response:

The device payment plan that was setup on the account in June 2015 has been removed from the account due to Mr. [redacted] not knowing of the monthly charge that would apply to his account. Additionally Mr. [redacted] was advised that his 18% employee discount would apply to his account which was not correct due to his data plan not being over $34.99. The Executive office honored this for the duration of his agreement of 24 months. Mr. [redacted] has been provided with a direct number to reach our office should he have any additional concerns surrounding this correspondence.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Today I went to Verizon to see if I could get a better deal on my cell phone because my sister told me that her plan with her husband was about $150/month after I told her mine was $125. I couldn't imagine that two people on a phone would only be $25 more than mine. At the Verizon store, I learned that I could have a new plan for HALF the price of my current plan that would also include unlimited minutes. The changes were I would go from having 900 minutes to having unlimited, and go from having unlimited data to 2GB (I usually use less than 1 per month). I understand that Verizon cannot monitor every plan carefully, but this is a giant leap and made me realize that I have been getting ripped off for years. I've been on an individual plan for about 4 years now (and for 5 years before that on my family Verizon plan) and have consistently been paying over $100/month, and sometimes even fees for going over my minutes. I always received texts and phone calls when I was about to go over - so why not a call saying my bill could be half the price? Or that I barely use any data? I'm extremely frustrated that I am only realizing this now after being a paying customer for years.Desired Settlement: I would like to be compensated for this large discrepancy between my past billings and current plan. Based on my new plan, I have been being charged double what I should be charged for years.

Business

Response:

I am writing in

response to the complaint forwarded on behalf of Ms. [redacted]. Per the correspondence received, Ms. [redacted] is

disputing the $60.00 price difference between her former price plan and her

current price plan. Ms. [redacted] requests Verizon Wireless credit the cost between

the two plans for the 12 months.

Upon review of Ms.

[redacted]’s account, I confirmed she has been on the Nationwide 900 Min plan

since April 9, 2013. According to Ms. [redacted]’s records, she has not contacted

Customer Service since January 8, 2011. On August 21, 2014, Ms. [redacted] went

into a local store to inquire about plan options. Ms. [redacted] was changed to an

Unlimited Talk and Text Plan with 2GB of data.

I spoke with Ms.

[redacted] on August 27, 2014, to address her concerns and the above findings. I explained to Ms. [redacted] we do not have the

ability to audit each account to ensure the price plan suits their needs. Ms.

[redacted] has utilized Self-Serve options in the past, and I encouraged her to do

so going forward. As a gesture of good faith, I offered to credit Ms. [redacted]’s

account the $60.00 price difference for three months. This resulted in an $180.00

credit, which has applied to her current bill due September 3, 2014. Ms.

[redacted] was pleased with the resolution provided, and had no additional questions

or concerns.

Should the Revdex.com or Ms.

[redacted] have any questions regarding this response, please contact me at [redacted]

[redacted], between the hours of 9:30 A.M. to 6:00 P.M. (PST), Monday

- Friday. For other account related

issues, please contact Customer Service at ###-###-####.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: What we wanted: To buy new phones upfront, no contract, month to month plan with unlimited everything.What we got: When we got the plan we were told we could not buy the phones upfront, they had to be paid in installments,(though on a later visit we were told by a different employee that it could be done). So we paid over 300 to start both lines (March 8th), but No sure answer for what our monthly bills would be, but around 150 each line. We decided to just get service with [redacted], we got much bigger phones for much less, paid them Upfront, have Unlimited Everything and for only $35 a month. Verizon charged us Restocking and other absurd fees, even though we were told it was okay to cancel within 14 days, we cancelled long before that. We get a bill which my husband paid,then more bills, and promises of refunds but not received yet after 3 months (now June 12th) of going to the store and spending hours there at a time(no exaggeration)because they don't know how to get the system to do what they want. Also no one could solve this through customer service over the phone. We keep getting told to wait for the billing cycle to close each month and a refund will follow. We went to the their store 5/20/14, and after the matter was "resolved" by [redacted], we are to expect two refund checks. No checks yet only an email saying we were over credited and that we will get a charge for an unknown amount. Per [redacted] at their customer service line wait another month for a refund check.Therefore to us it is the worst customer service experience ever, service with Verizon not recommendable to anyone ever, unless you like headaches, hassles and don't mind getting a heart attack from the frustration. It is absurd that such a large company cannot train their employees to process a simple cancel and refund. Their system fails when they try to work on an an account that gets terminated. Overall I give them a negative 5 stars.Desired Settlement: What we expect now: To have this account fully closed, no more bills owed, and the refunds promised to be finally sent to us.

Business

Response:

This letter is in response to the recent complaint by [redacted], received by Verizon Wireless on June 9,

2014. In the complaint, Mr. [redacted] disputed the final payment amount received on the wireless account.

Upon receipt of this complaint, a thorough review was completed. Our research indicates the

established payment arrangement; however, we could not substantiate the claim of a reduced final

balance. On June 6, 2014 our Customer Financial Services department was contacted by Mr. [redacted]’

account manager and authorization received to process the final remaining balance. The Executive

Office explained account mangers are authorized to make bill payments. We expressed empathy for the

submitted concern; however, to promote a positive customer experience, we offered a courtesy credit

of the requested $96. This offer was accepted and Mr. [redacted] expressed satisfaction. The credit balance

was released in a check form on June 6, 2014. Mr. [redacted] should be in receipt of refund in 10-14 days.

Verizon Wireless appreciates the opportunity to respond to all concerns and regrets any inconvenience

while resolution was sought in this matter. If you have any further questions or concerns, you may

contact me directly at ###-###-####, Monday through Friday between the hours of 8:00 AM and 4:30

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, as long as the refund is processed and sent to us within 6 weeks. Also that nothing more will be owed by my husband or I to Verizon Wireless.

Regards,

I've been a Verizon customer for the last 7-8 years, and have generally been very satisfied with service and quality of products. In September, my wife and I separated, and in October we visited a Verizon store to separate our phones into our respective accounts. That's when the issues began. I received email notice of my upcoming bill, went online and paid the bill a week early. The day the payment was due, I received an email from Verizon (after 4:00 pm) indicating my bank had rejected my payment, and I needed to go to a store and make a cash payment. After attempts at making the payment online and calls to customer service, where the phone rep could not understand why there was an issue as she could see the payment made, I was routed to "Financial Services". I then learned my payment had been rejected by my bank, and due to Verizon policy, any new account which receives a rejected payment from the bank is moved into a cash-only status, and must make payments in a store, with cash only. They allowed me to make the payment that evening using a debit card, and I have been calling this area since making monthly payments well before they are due. I went to the store, explained the sequence of events to my salesperson, he called someone at corporate, and the only response he was able to obtain was "have him take it up with his bank". Well, I did contact my bank, and they did not have any record of a payment request coming in from Verizon for my account. As I recounted the events, I had searched the Internet for the bank routing number. I discovered I entered the wrong routing number in my initial payment, which was then rejected by the payment system, not the bank. So, due to an error in providing an incorrect routing number, although every payment has been made on the due date or earlier, my account was thrown into a cash only status, and assumed I was a high-risk customer. There was no opportunity to explain, no opportunity to correct the situation, no opportunity to present my side of the situation, and the company made not attempt to check the background of my previous account history (which I asked them to do repeatedly over the phone). Their response was they could not access that information. My current credit score is over 790. I've been with Verizon for almost 8 years. How can they view me as a high-risk customer, based on one transaction, yet all payments are paid in full on or before the due date. Their policy needs some serious rethinking...

Review: Attempted to apply a higher employee discount with Verizon wireless. Website stated that they had confirmed my employment and the new discount would take affect in 1-2 billing cycles. 5 cycles later the discount still had not been applied. Called customer service and they apologized and said they would credit my account 25$ for the inconvenience. The rep told me that I should see the discount within the next few minutes. Two days later the discount wasn't applied so I called back customer service, spoke with another rep who claimed they didn't have the ability to apply the credit immediately (which is a lie as I've had it done before) and to wait to the next billing cycle. Next billing cycle comes still no 25$ credit. Call back customer service and the rep today told me she couldn't find anything in the notes about a 25$ credit. Asked for a manager, was put on hold and she comes back to offer me a smaller discount. Ask for manager again puts me on hold for an extended period of time, never get to speak with a manager.Desired Settlement: Having the 25$ credit applied to my account as promised.

Business

Response:

The discount has now been updated. An adjustment of $13.20 was applied to the account on 6/15/15 and an adjustment of $11.20 was applied by the Executive Office so that now Mr. [redacted] has received the $25 credit that he states he was promised.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

DATA HIKE OF $20.00 for existing unlimited customers !!First off I have been a loyal customer with Verizon for over 10 years, their has been rate hikes service fees hikes and still have been able to hardly afford to manage to pay for two phones! Now I received my latest and greatest bill which increased an additional $20.00 a month for me to be provided with same exact services that consists of family share and grandfathered unlimited data Verizon it extorting my hard earned money from me and telling me to just take one of the lesser date plans and my bill will drop $70.00 a month $20.00 of that is due to the hike in my data! If I wanted less Verizon I can use page plus and get all the same for less data unlimited calls and text at a fraction of your best network power house cost! I stopped at two Verizon stores to ask if Verizon would like my unlimited data why not just make us 1% that still have it a deal on devices or something other that burn may wallet and the managers at both stores tell me I'm a 1% of the Verizon customers that still have Unlimited data and our network it the greatest. You just can not treat your bread and butter customers like this! I again ask what will you do in exchange for the unlimited data?????? Very disappointed ,frustrated and concerned customer

So disappointed. After many years as a customer, I canceled my service with Verizon Wireless on 6/23/2015 for the use of a Verizon Jetpack®. I wasn’t using it any more.
The relationship ended on good terms, until I was invoiced for the next month, July. (My account CLOSED in June.) I contacted the company regarding the bill and was advised that they would fix my account. It was automated invoicing and the bill went out right before I closed the account. I was told my account balance is ZERO.
Today I received a threatening call that I would be turned over to collections if I did not pay the July bill. I am writing here to let everyone know what to expect should they ever need to close your account.
In today’s competitive market, I am surprised that a company would not be concerned about their reputation and customer service.

Review: purchased a Motorola droid maxx with 2 year contract for 199.99. First phone had issues with getting text messages. Verizon sent me a refurbished phone. 3 weeks later had problems with camera,Troubleshooted with tech support could not fix, asked for new phone, I was advised they only send out refurbished and transferred me to Motorola. Spoke to Motorola and I was advised they would need $110.39 to send me a refurbished phone as well.Desired Settlement: I ASKED FOR A REFUND OF 199.99 Since the new phone only lasted 3 months or to send me a new one and I was told no.

Business

Response:

This letter is in response to the recent complaint by [redacted], received by Verizon Wireless on July 18,

2014. In the complaint, Mr. [redacted] expressed dissatisfaction with a recently upgraded device and multiple

replacements received. Mr. [redacted] has requested the device replaced with a new handset.

Upon receipt of the complaint, this issue was thoroughly investigated. Our research indicates in July

2014, Mr. [redacted] upgraded devices to the Motorola Maxx, shortly after he expressed concerns with the

device functionality. The Executive Office explained the known software concern, after recent operating

system updates. It was informed of the pending software patch to be provided by Motorola; however,

Mr. [redacted] expressed dissatisfaction with awaiting for the updates. To provide an amicable resolution,

Verizon Wireless provided a courtesy device exchange for a comparable device. Mr. [redacted] selected the

Samsung S5. The defective device will be returned to our warehouse within 14 days. Mr. [redacted] is

satisfied.

Verizon Wireless appreciates the opportunity to respond to all concerns and regrets any inconvenience

while resolution was sought in this matter. If you have any further questions or concerns, you may

contact me directly at ###-###-####, Monday through Friday between the hours of 8:00 AM and 3:30

PM ET.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I'm a long-time customer with 3 phones. I'm not certain of the start date, or the name of my plan. But, I've been with Verizon for many years. The primary number is ###-###-####. I received an offer from a competitor that was for much less money than my Verizon plan. On 6/4/14 I called Verizon and spoke with "[redacted]" and was offered a rate of $127 per month plus tax, with double the data.. I accepted. However, my next bill was for $146.85, plus tax, or a total of $154.61. Today I called and spoke with "[redacted]." She confirmed that their notes reflect the offer of $127, but said that agent was mistaken. She agreed to credit my account $30. I accepted the $30 credit, but wanted the lower rate we previously agreed to. She said she could review my data plan to see if she could get a more competitive rate. I said I had to go to work, but would call this evening. This evening I spoke with "[redacted]." She said she thought she could find a better rate. She then put me on hold for a long time. When she returned, she offered a rate that was higher than the one I first called to complain about. I requested a supervisor and was transferred to "Andre #9135." He said he was a supervisor, but now I was in the wrong department. He said he would transfer me and I was put on hold again but, after waiting again, no one answered.Desired Settlement: It appears that Verizon is engaging in a type of shell game. They made an offer of a lower rate with enhanced features, including 10G of data, so I would not leave. Then without consulting me in any way, they immediately and unilaterally raised my rate. When I called to inquire, I was, to be polite, given the run around. There was an offer and an acceptance. I want the benefit of the bargain, which is a rate of $127 per month, and no trickery.

Business

Response:

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]chreiber. In the complaint,

Mr. [redacted] explains he was advised his monthly service charges would be $127.00. His monthly bills

continue to be higher than the $127.00 he was quoted. Verizon Wireless appreciates the opportunity to

address Mr. [redacted]’s concerns.

A thorough review of the account revealed Mr. [redacted] changed to the More Everything 10GB plan on

June 4, 2014. Customer Service did advised Mr. [redacted] with his business and three line discounts his

monthly bill would be $127.00 plus taxes. Only two of Mr. [redacted]’s mobile numbers were eligible for

the $25.00 off smartphone line discount; this caused Mr. [redacted]’s monthly charges to be $142.00 plus

taxes.

I spoke with Mr. [redacted] to address his concerns and the above findings. I apologized for the

misinformation he received. In an effort to provide a satisfactory resolution, I offered to apply a loyalty

credit of $10.00 off per month for 12 months on mobile number ###-###-#### and he accepted. Mr.

[redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please

contact me at ###-###-#### between the hours of 10:00 a.m. and 7:00 p.m. (PST),

Monday through Friday. For other account related issues, please contact Customer Service at ([redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Review: I contacted Verizon wireless thru chat inquiring about a new phone for my wife she had [redacted] and was time for an upgrade she had it several years and every timeshe took a picture of our kids she had to delete one so I was just inquiring when the lady representative from Verizon gave me all the info I was asking that's all I wanted to do was inquire then she says to me what if I told you I can discount your bill So that you will pay $0 extra a month I said awesome lets do it and now I finding out she didn't discount my bill and basically because she lied to me I am stuck paying $700 for a phone the only reason I did it cause she told me she would discount my bill so the phone would cost me $0 and then she told me instead of 2gigs of data she would give me 5 for an additional $9 I said ok and now they are refusing to do anythingDesired Settlement: I want my bill reduced like I was told and my wife to have 5 gigs instead of 2 for $9 my bill was $191 a month its is now $250 that's awful shame on you verizon

Business

Response:

Upon receipt of the correspondence, Verizon Wireless reviewed account number [redacted] and was able to conclude the calling plan on the account. On December 22, 2015, we spoke with Mr. [redacted] and reviewed cost saving plan options. Mr. [redacted] agreed to change the calling plan and keep the upgraded device on wireless number ending in [redacted]. As a measure of good faith, we issued a credit in the amount of $149.76 to wireless number ending in [redacted] to offset the equipment cost. Additionally, we upgraded wireless number ending in [redacted] to a Certified Pre-Owned device and emailed a return shipping label for Mr. [redacted] to return his current device. Mr. [redacted] was satisfied with the outcome

Review: Would not honor the service plan on the contract. Numerous phone calls and the issue went unresolved.Desired Settlement: Would like "upgrade" (nothing was upgraded) fee refunded along with cost of $200 new phone.

Business

Response:

July 14, 2014

This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 07/09/2014. In his complaint, Mr. [redacted] stated that his daughter had a broken device, so he contacted Verizon’s Customer Service on 07/06/14 to file an insurance claim for mobile number ending in [redacted]. At that time, he was advised by customer service that he did not have insurance on that line of service. Mr. [redacted] also stated that he had proof of the insurance request on his initial activation receipt. Because this issue had to be investigated, Mr. [redacted] had to upgrade mobile number ending in [redacted] to get an immediate replacement. Mr. [redacted] is requesting credit in the amount of $200.00 for the new device and $35.00 for the upgrade fee.

Upon receipt of this complaint, I completed a review of account number [redacted]. Since 07/06/14, Mr. [redacted] has contacted customer service on numerous occasions to get a resolution regarding the insurance issue, but there has not been a resolution to his satisfaction to date. Our records indicate Mr. [redacted] did request the Total Mobile Protection during activation for mobile number ending in [redacted], but the feature was missing from the account due to an initial order error.

On 07/11/14, I spoke with [redacted] regarding his account concerns, and I advised him that I have validated that a request was submitted to add the Total Mobile Protection Insurance feature to mobile number ending in [redacted] on 07/06/14. I also advised Mr. [redacted] that the Total Mobile Protection Insurance was added to mobile number [redacted] on 07/08/14.

Lastly, due to this error from Verizon, I offered Mr. [redacted] a credit in the amount of $100.00 towards the cost of his new device. He accepted the offer. I also honored his request for credit in the amount of $35.00 for the Upgrade fee. I apologized for any inconvenience this matter may have caused. Mr. [redacted] is satisfied with the resolution I have provided.

Verizon Wireless appreciates the opportunity to respond to concerns. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 7:00 AM – 3:30 PM ET.

Sincerely,

Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: phone bill getting disconnect before the bill in due. I have had 4-5 phone within the last 2 months service does not work correctly. I was suppose to receive credits on my bill that was promise. the company didn't keep there promise. Saying I've went over on data when I didn't. When the phone company call me its a fake number and e mail.Desired Settlement: 2-5 months of credits

Business

Response:

October 12, 2015

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains his phone has been suspended for non-payment before the billing invoice due date. He also states he has had multiple phones that malfunction and has had credits promised to him that have not been issued. He is requesting two to five months of credits. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

Several unsuccessful attempts were made to speak with Mr. [redacted] to address his concerns. If Mr. [redacted] has additional questions regarding the information above, he may contact me at the number listed below. There is no additional action needed by Verizon Wireless at this time.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m. (PDT), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted] S.

[redacted] S.

Executive Relations

Review: I called in a month ago and asked if I could get on the more everything plan after seeing it on tv. I wanted to upgrade our 3 phones and add a line since the plan is for 4 phones. The customer service rep told me that three of the phones would be free since we had an upgrade and they had a promo and the 4th would cost 100 plus an upgrade fee of $30. We also went into our local Verizon store in [redacted] to fill out the company discount form and give them a paystub so we could get an additional discount. They again quoted me $160 for the plan, plus an additional 17% company discount because of where my husband works. I got the bill about month later for $629. I called customer service and she said that the phones would have had to be purchased through their verizon edge agreement (an installment program that I had never heard of) I told her the person that I talked to when I signed up never mentioned this. She said she would retrieve the taped phone call and clear it all up and call me back. Never heard back from [redacted] id#[redacted]. We called in a week later and the customer service lady told us we must have made the mistake, it was over the 14 days so there was nothing we could do. Also said there was no way anyone could listen to the tapes. Once I said I would tape the rest of the phone calls she hung up on me. I understand that the first customer service rep misquoted us, but we shouldn't have to pay for it. I'm more than happy to return the phones, and either go back to my old contract or seek service elsewhere. This was a bait and switch and is illegal. The phone calls are taped. This could be easily fixed.Desired Settlement: I would like our bill changed to the original promised plan or I would like to be released from contract without penalty so we can seek service elsewhere.

Business

Response:

I am writing in response to the complaint forwarded on behalf of [redacted]. Per the correspondence

received, Mrs. [redacted] expressed dissatisfaction with the cost of her current price plan and stated she was

overcharged for new phones. Mrs. [redacted] requests reimbursement for equipment overpayment and her

price plan adjusted, not to exceed $160.00 before taxes as promised. Please accept this letter as

confirmation of Verizon Wireless’ response regarding her concerns.

We are currently offering a price plan promotion for eligible customers to receive a discount when they

upgrade their phones using the Edge Program when on the 10 gigabyte More Everything price plan.

Verizon Wireless sincerely regrets any dissatisfaction this matter may have caused. Upon review of Mrs.

[redacted]’s account, on May 17, 2014, she ordered four new phones and changed her price plan to More

Everything through our Customer Service Department. Mrs. [redacted]’s order was placed incorrectly,

subsequently cancelled, and on May 20, 2014, the correct equipment was ordered, but the promotional

equipment discounts were not applied, resulting in an overcharge of $143.29. Additionally, Mrs. [redacted]’s

account did not meet the criteria to be eligible for the promotional price plan discount.

I spoke with Mrs. [redacted] regarding her concerns and the above findings. Because Mrs. [redacted] did not

receive the promotional eqipmentdiscount on two of her phones, I applied a credit to the account for

$143.29. As gesture of good faith, I added the price plan promotion and issued a credit of $79.00. The

promo will reflect on the July invoice. Mrs. [redacted] accepted this as resolution and had no further questions

or concerns.

Should the Revdex.com or Mrs. [redacted] have any additional questions regarding this response,

she may contact me at ###-###-#### Ext. [redacted] during my business hours of 9:00 a.m. to 6:00p.m.

(PST) Monday through Friday.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

After filing a complaint- Verizon Wireless agreed to the initial terms it promised me for a bill of $160 per month with the more than everything plan and the agreed upon discounts for the phones ordered. The representative was very helpful. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: On April 23rd, I spoke with a Verizon Wireless Sales Rep on their 800 line about switching to the Verizon More Everything Plan. Long story short, I was quoted $225.00 for 5 lines of unlimited talk, text and 10 GB of data allowing $25 per month for a telephone on each line. I noticed a week or so after switching that the bill was higher and called customer service. They said that they saw the problem and would send it over to that sales rep to be corrected and now they refuse to correct it and threaten me with an early termination charge because I am out of the 14 day returned window. My bill is now $65 per month higher than promised.Also, when I initially activated these lines, I was forced to pay a prorated amount for the current billing cycle, as well as a month in advanced. In April and the first week of May I cancelled 3 unused lines that I paid a month and a half in advance for. I was credited for just a couple days in advance, but now Verizon is refusing to credit the $40 per line that I was charged for in advance.Desired Settlement: My monthly bill needs to be adjusted to reflect the $225 per month as originally quoted, my account needs to be credited for the $120 paid for in advance.

Business

Response:

Review: Returned a defective Samsung Galaxy S4 Device [redacted] in exchange for a "certified New" replacement phone. Their Texas warehouse CLAIMS that I returned a different device with a different device ID and is now charging me $599.00 for the a phone that's not even new ( refurbished).I asked ti be transferre to their warehouse no but they have mo way of doing it. Asked for the person who received the package as this shoud have been documented but they don't have this information. Asked for the name of the warehouse supervisor of course they don't have it.I think this is a scam ansd an ongoing racket at the Verizon warehiuse. Give me the information I'm asking for or return my cell phone to me. These are really evil people preying on their own customers.Desired Settlement: Return my phone or explain to me why you are claiming I returned the wrong device.

Business

Response:

This letter is in response to the recent complaint by [redacted], received by VerizonWireless on December 9, 2014. In the complaint, Ms. [redacted] stated she is being charged $599 for adevice she returned. The charge was applied because the device returned had a different id than theone which was supposed to be returned. She is disputing the charge.Upon receipt of this complaint, a thorough review was completed. Ms. [redacted] spoke to a customerservice representative on December 7, 2014. The representative discovered that the warehouse madean error in recording the ID number of the returned phone, which caused Ms. [redacted] to be chargedfor the phone. A credit for $500 was applied on December 7th and was approved by a supervisor to beapplied to the account on December 11, 2014.The Executive Office spoke to Ms. [redacted] on December 17, 2014. I apologized for the delay instraightening out the error, and advised Ms. [redacted] that the credit has been applied to the equipmentcharge. I also told her that I had applied an additional credit of $8.02 for the late fee she was chargedon her most recent bill. Ms. [redacted] thanked me for the follow up, and said her complaint was fullyresolved.Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for anyinconvenience this matter may have caused. If you have any further questions or concerns, you maycontact me directly toll free at ###-###-####, Monday through Friday between the hours of10:00 AM and 7:00 PM ET.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

[redacted]