Verizon

Dear Verizon Wireless,
I hate you, ever so slightly more today than I did yesterday. Not for one humongous screw up, but for the slow torturous death of my contentment as your customer. Death by a thousand tiny cuts.

I think I spoke to about six different people today in order to purchase an upgraded phone for my wireless service. Not that I hate speaking with people, I just hate speaking to people who are required to ask me my account information every time, then alternately upsell or put me on hold. I should not have had to speak to any, but your website was broken, and I could not place the order online..

I located the device I wanted on your website, selected color and memory and then clicked to add it to my cart. It would not. after attempting this with several variations of my choice, I concluded that for some reason, I could not complete the purchase from your website.

So I called. The first person was kind and thought that I should not lose the online discount of $50 because the website was uncooperative, and transferred me to someone else. The second someone accepted my order of a 32 GB Samsung Galaxy S 4 in Autumn brown. I asked, to be sure, if the brown did indeed come in 32 GB, which she confirmed. The agent added in my $50 discount, told me of the loss of my unlimited data plan, laughed and commiserated with me about that, and then gave me the number to call and accept the contract terms.

I completed the call, then went to my Verizon account to view the order, hopefully to know when it was scheduled to be delivered. Well, the order said pending, but alarmingly, said it was a 16GB brown Samsung Galaxy S 4. I called Verizon back.

I was transferred to three different people, the second of which said since the order was pending, it could be stopped and the new order for the correct device submitted. The third was Chris, to whom I gave my account information again, explained the situation, supplied additional information for the new order*, and explained the situation again. I asked, and he confirmed that the previous order had been cancelled.

When Chris asked for my payment information, I said that it would go on my bill, as the previous order attempt was supposed to. This apparently flagged some alarm for Chris, who actually looked at my bill at this point to find that no... the previous order had not been cancelled. In fact, it had gone to shipping, and there was no way to order the phone correctly until it was caught and cancelled. Chris put in a trouble ticket in an attempt to get the wrong phone in transit stopped before it shipped. It might take 24 hours. He will call me back, once the incorrect order is actually fully cancelled.

The sad thing is that I will probably have more to complain about after Chris calls me back. Why does buying a phone need this many steps?

*No, I would not like the insurance. My homeowner's insurance covers me. No, I would not like a bundle, and I don't need yet another charger. I don't want to buy a case over the phone. No. Really. I. Don't. Wan't. A. Case.

I called Verizon today about a Unreturned Equipment Charge that was on my bill I spoke to Alexandra that did not have a clue. I explain that I spoke to a rep and he try to help me and then he said that your modem was old and that VERIZON needed to replace it, he did not say that I needed to return the modem because it was old. so I ask to speak to her supervisior Jessica- she was so ruled and naughty(and she was the supervisior) she said that she was not going to repeat heself and that if I had an complaint that I needed to go to the VERIZON website and put it there because it is nothing that she can do. so I hung up and called again and spoke to Alisa and I ask to speak to her supervisior and she said that she is not going to connect me unless she knew what the issue was. so I explain that I have a bill here that has unreturned equipment charges that I was not told that I need to return a modem I had never had problem with it until that day in April 2013 and I have had the same modem since 2008. she said that I should have known that I need to return the equipment because if it was a cable box you would return that and not throw it away... and I said to her that the cable company would have send me a return box or come and pick it up them self. so I ask again to speak to her supervisior so I spoke to Kathy and she said that she was sorry for jessica ruleness and that the charges was not for UNRETURNED EQUIPMENT it was for the new modem. I told her that I was not told that I have to paid for a modem. she said because the other one was old it needed to be replace and you have to pay for the replacement of the new modem. Kathy said that she was going to document everything that was said and if that is so that should trigger and phone call from someone that really care about the customer service at Verizon ...I spoke to four different people and got four different answer about the same verizon bill. I am so upset with VERIZON and I am not Proud to said that I have VERIZON... the attitude of the people in CUSTOMER SERVICE AT VERIZON is not exceptable...

my land line has static drops calls works like crap and Verizon wants me to pay to have it fixed i have their top of the line package and highest speed on the internet they have and they are giving me a hard time Bull i refuse to pay them till this gets fixed they told me they will turn off my service i will not pay for a problem on their END

Before making changes to my plan, I chatted online with a rep and told her very clearly, that I needed to know exactly what my monthly bill would be if I made said changes. She told me $180.00. I printed out the chat conversation.
Then I get my bill, and find out my monthly bill will actually be $240 (plus taxes and fees). A difference of $60!? I spoke with a store manager as well as a customer service "manager" by phone. Both VERY RUDE and Condescending.
I told them I had written proof of my original conversation. They actually accused me of lying and manufacturing the whole thing! What? I said..."this conversation has an id number, go ahead and look it up".
They wont do anything. I don't get how they can just go and charge me $60 extra every month for TWO YEARS, when that is not what I agreed to, and I have it in writing.

The Verizon Wireless store managers (mostley incompetent & lazy women) at these locations are known for refusing to hire qualified African-American men, to work at inside their stores, deliberately hiring mostly unqualified or inexperienced women and *hite people. The sales personnel are usually incomepetent, rude, hostle toward new-hires and minority customers, and this wireless company has been sued more times than any other cellular company in America! And has more complaints filed against them to; for racial discrimination and very poor customer service! Many people are denied employment due to ethnic background or religious preference!?! Working for any Verizon Wireless store is a nightmare, and they way their salespeople treat many customers is criminal! I would not do any business with those *astards!

Verizon is the worst company Ive ever seen they are lies and thief's they have taken my moneys for the last time and not credit my account for the amount i pid them.They have creative billing every month and im just done ive had to argue with them every single month about my billing and they say they will fix it but never do .I cant handle this stress any-longer i want to file a lawsuit against them for emotional distress and billing fraud. Im sure there are lots of you out there that feel the same way and have them ripping you off also.So if you are interested in filling a class action suit against Verizon please contact me at [protected]@gmail.com

Every month I pay my Verizon Wireless bill prior to the bill due date and it is credited to the wrong account approximately 50% of the time. I set up bill pay from my bank and make the payment online. I have to call Verizon Wireless every other month to find out where my payment went. It's been over a year and a half and they still can't get my account straight. They keep telling me the same thing every time I call, "this won't happen if you set up automatic payment withdrawal through Verizon Wireless". I tell them that won't work for us, because we are living paycheck to paycheck and we have to wait to the appropriate date to pay bills. Then they say, "You can pay online directly through out website". I tell them, if I had to do that for every bill I pay, then I would be going to twelve different websites to make payments. My bank is the easiest place to pay bills and I can see all the payments from one location. My most recent call they found my payment while I was on the phone complaining about where they credited my payment and they said that the second number in the account number keeps registering in their system as an eight, when I make sure I manually type into the banking system payment in the reference Acct # xxxx. They said if you can either delete the payment and recreate it in the banking system or ask the bank if they can use a different font. It's not much trouble to delete the payment and recreate, but asking the bank to change their entire online bill payment system to a different font is a little much. I'm a little paranoid and I lean toward Verizon Wireless trying to get me to cancel my contract. I signed up my family one month prior to them dropping the Unlimited Data Plan. My two boys use about nine GB's each. Under the new contracts, you pay the same amount ($30/mo) for only 2 GB's a month.

Last month my wife and I made a considerable upgrade and set of purchases which included Verizon wireless phones. The Verizon salesman offered us a "great package deal" which involved switching our landline phone and internet service over to them from Time Warner, since they were "partners" now. However this arrangement turned out to be a disaster. I should point out first that this was not a "renegade" salesman; every step he took with us was done in conjunction with a supervisor. The internet system he sold us was wireless and ran on a small device called a "Jet Pack"which was supposed to be portable and allow us to take our service anywhere. We discovered we had trouble because when we took it with us traveling, it ceased functioning; I took it to a Verizon store in South Carolina, where I was at the time, and when they examined it they told me I already had about 200 dollars in overage fees on it (in less than two weeks!); was I aware of this? No, I certainly wasn't. There were no alerts, or emails or anything else. I would have gotten one whopper of a first bill when it finally arrived. The woman I spoke to about this was clearly embarrassed and said they should not have sold me this, because it has a 5-gig limit and is not intended for home use; it's for people to take traveling who need to stay connected, but it is in no way for people who do any kind of normal internet activity. The only thing our salesman had asked us was if we liked to stream a lot of HD movies, or did a lot of gaming, or something like that. No, we said. Then the 5-gig machine (which I did not understand) should be just fine. This woman pointed out to us (we had no idea) that watching an hour or two total of Youtube videos would eat up our entire month's usage. I said this is insane! Everyone watches Youtube. Is this system only useful for email and nothing else? Basically. When we returned home to Ohio, we did not attempt to deal with the original sales people, but instead went to a different Verizon store and asked for help. One of the people I spoke to at this store said Verizon used to offer unlimited use (which is what we had with Time-Warner, and Embarq before that) but that customers "abused" it, whatever that means. I said that if there is a demand for it, why don't they supply it for a price like everyone else does? She had no answer for this of course. This sounds like the bad old days of dialup, nickel and diming us for every second we use. People will always pay for a service if it's worth it; we did. Now we had a "great package deal" from Verizon that eliminated it altogether and cost us a fortune. Everyone we talked to at Verizon about this was blunt and unmoved: "If you signed the agreement, you pay. It's a legal document. Go ahead and take us to court and try to prove that the salesman didn't explain it to you clearly. Your stupidity is not our problem." One of the managers at this store did succeed in persuading Verizon to waive the 175-dollar fee for getting rid of the Jet Pack. But this was about a third of what we spent in various fees and overage charges, all of which we still have to pay, and we still have to deal with Verizon, including our landline phone, which is not satisfactory either, but is another story. We are back to Time Warner for our internet. My advice to any of you is this: don't deal with Verizon if there is any other alternative. These people are crooks. It was very clear to us that their management has devised this as a new business model: trick people into signing up and use the law to leverage them into paying all the fees and fines. Since this happened, I have spoken to several other families in my area who have had the exact same thing happen to them, and none of them even got the 175-dollar fee waived. They all paid through the nose. Verizon is big enough and powerful enough that they can afford to be cynical and take advantage of customers. BUYER BEWARE. If you must deal with these people, be sure that you know and understand their products, services, and the technology better than they do. If you are middle-aged or older and have a life outside the IT field, this will be difficult. But it is imperative that you do so, because they are systematically preying upon people like this.
Jeremy Peter Zank

Verizon used to advertise that they had the "fewest dropped calls" but I don't see that advertisement anymore. I can see why! My fiance and I both have Verizon and have several dropped calls a day-some days 5-10 dropped calls. For the price that they charge, you would expect to have fewer dropped calls. Their service is outrageous

Since 2012 Verizon, has try to get me to change my phone system which is copper lines. They have called, tell me there problems with the line; they have attempt to have my property marked of digging . Without or permission. Verizon has tried disconnecting my phone to find out it was them in there attempt to make me switch. Verizon has made my phone a party line by switching up the line at the phone box at the end of my street. I have over 36 per day Verizon 800 numbers on my caller id. So, as of June 18. Verizon played a call every 10 minutes harassment campaign when I called Verizon they tell me oh, sorry why won't you change. Now for the last 7 day they decided to disconnect my 2nd line from my main number. without my request, with us having the number for over 15 years.
Verizon informed me that they could not restore the number cause they had already given it to another customer. Well, excuse me I thought I was also a customer. Yes, these stories I rec'd from Verizon are just unbelievable. Then Verizon tell me my number can not be put back, then I am told my number can not be put back until 6 months cause its now in a pool."?" So, the question I put to Verizon did I request in wring or verbal to take down this line (number) no so I suggest you put it back. Each response from Verizon from the half dozen representative I spoke to was Why don't you switch to the Verizon optical line and Fios. As I keep saying I do not want the service and I want to keep my Landlines! You do not tell me what ! Verizon, I will not switch; my neighborhood has power outage and when there is nothing else I can and have been able to pick up my phone and call 911.(copper line) Well, after I suggested to Verizon that my Attorney and the media who I am affiliated with will have by the end of the day all of this. as of June 18, 2013 @ 1:30 pm my second line was restored. I say this" I will not be Harass by Verizon! Before I switch I will go to another provider. I been a customer of Verizon since 1975. So, how many other people are they doing this to. So, Verizon no more calls; no more emails; no more knocking on my door, no more disconnecting my phone, no more harassing letters in the mail; no more just do your job and provide phone service. If you have had the same treatment please lets all go to the Media!

SUH-U365 Their is a document problem with this phone from Verizon wireless they have said it not there problem. Their name is on the phone the had to put bids and spec out to get it made or went to one that was all ready manufactured. What the problem is with it is bad gateway on mobile web ever site. Having the message your account has a zero balance on or during a phone call and voice mail. Dropped calls all the time ever where over nys I have next to cell towers and had drop calls. PRE paid you can only call 611 in 24 hours 3 times to get around that you go through post paid and be transfer around. How the hell do the get JD Power and Associates awards with the amount of bs I see on here. Yes I have going to the FCC and BBB.

Have been a Verizon customer since they were still Bell Atlantic. I recently had a problem with a phone that would that would not power up. Having insurance on it I returned it for a new phone. During Verizon's investigation they discovered because the phone had been dropped (no affect on function) they deemed the claim invalid. Charging me $299 for a refurbished iphone 4 (can buy a brand new 5 from apple for as low as 199). So after repeated calls trying to get resolution they stand by their decision. What they are doing is price gouging and should be illegal> I would gladly buy a new phone and give them back the refurbished-not an option. So rather than helping me resolve this issue they will get the last $300 from me EVER.

AS a loyal customer whom has paid for this service for years find it appalling to have to pay a fee to pay an already overpriced bill.But wait if i pay by credit im not charged this fee.Since when did cash become 2nd rate currency?The greed of these corps. has exceeded the ability to maintain customer satisfaction.This needs to stop.

For the month of march/april the account shows that 39 + mb of data was used, on the bill under usage it shows same date's and times twice with different amount, same dates with 4 charges per day am and pm with exact times for am and pm with charges, and when I called I spoke to a tia who told me we needed to change password and turn off at night, and said she could adjust 100.00 off the 678.00 dollar bill, when asked to transfer to supervisor I got the voice mail liz ivy @ ext 7728 no call was returned, I chatted on line with a darth who assured me that he supervisor brian would call and of course never called.

I had made a phone inquiry in February to a Verizon representative to see if I could get my phone, internet and television charges reduced since my contract had expired with Verizon. The representative said over the phone that he would be able to take the first month charges of $75 off the first bill and reduce my current $165 per month charge to $145—a $20 reduction. He added that such a reduced charge would be locked in to a two-year contract.
He also said that the e-mail confirming the new charges were just an estimate and that it would not reflect what was said over the phone.
It has been two months now and I have yet to see a reduction of the charges stated as well as the initial $75 off the first month’s bill. I spent a good part of a morning explaining to several Verizon representatives the above situation, and all said that I am locked into the two-year contract . By me confirming that e-mail, which I was told initially to disregard since it was just an estimate, I have no basis to appeal.
I took precise notes on the promises said over the phone. I was given a verbal promise by your representative how much the new billing would be for the next two years. In a nutshell, here’s what I feel are your company misrepresentations:
• Verizon representative quotes $75 reduction in first month’s bill.
• Same Verizon representative quotes a $145 bill with the same services I have received for the length of the two-year contract.
• Same Verizon representative says e-mail quote was just an estimate, that his quotes would be the actual quote.
• Despite the order number, Verizon supervisor said the company was unable to trace the employee who made the quotes to verify my notes.
• Verizon supervisor said I am locked into the contract despite the conflict in quotes.

Verizon Fiber Optics is probably the worst company on the Internet that I have ever dealt with. I paid their initial fee of $14.95 online and sent them a pair of expensive sunglasses for repair. They confirmed that sunglasses were repaired and then they initially couldn’t “find them”.

This is a email I sent to several verizon wireless execs as well as community boards on verizonwireless.com
Leanna,

Thank you for your response, but it is flawed and did not address the problem. I will try once again to fully explain the problem. Please read carefully!

First of all, I know that motorola kept the bluetooth feature in the jelly bean os that was present in the ice cream sandwich os.

Second, I know that this feature will or should work.

Third, you called the wrong technical folks. You should have called the technical folks at verizon or the big wigs at verizon, because the problem is with verizon.

Verizon is the sole reason this feature does not operate like it used too!

If you really did read all of my correspondence, then you would have read that now, with the jelly bean os, verizon has made it a requirement to activate the mobile hot spot from verizon in order for the bluetooth connectivity feature to work. Motorola does not control verizon's mobile hot spot, so calling their technicians was a waste of your time and a waste of my time to read.

Up until march 14th, when I allowed the phone to update to jelly bean os, I was able to use the bluetooth connectivity feature without having to activate verizon's mobile hot spot. I was able to connect my samsung galaxy tab via bluetooth (Pair) to my motorola razr maxx and access the internet with the samsung galaxy. Remember no mobile hot spot.

Verizon finally finished what I am sure was a comprehensive review and test of the jelly bean os prior to releasing it customers. Verizon has now made it a requirement to activate the mobile hot spot for the bluetooth connectivity feature to work. This is a decision by verizon alone and has nothing to with motorola, so as I stated earlier, you should not have called motorola…. Not their issue!

I am fed up with all of the folks that have replied to my complaint. Not one of them has responded and fully answered my complaint. Each and every time the person responding leaves out a very important fact. Just like you did!

I have tried very hard in this reply to make sure that the entire problem is stated once again and where the fault rest. Verizon needs to acknowledge that they have altered a previously free feature and now are requiring the mobile hot spot where they previously did not. This is not an issue created by motorola or a defect in the motorola jelly bean os.

I am very displeased with verizon right now and I have already committed that I will change carriers at the conclusion of this contract. However, I do want to make it clear that I would like out of my contract now as opposed to 12/2013 because what verizon has done. The optimal solution is to allow me to cancel my contract and for verizon to waive any and all cancellation fees. Another option is for verizon to tell me how to uninstall jelly bean os and revert the os back to ice cream sandwich.in either case, until I am satisfied with the responses from verizon, I intend on telling anyone and everyone I can what verizon has done with this previously free feature and I will do this via any public forum or verizon forum I can find online. I will make updating customer review blogs & forums my #1 daily mission until my contract expires in 12/2013 or until verizon releases me from my contract without penalty.

Thank you.

Keith davis

I have been with Verizon WIreless since 1994, with 6 cell phones on my account, 3 smart phones and 3 regular phones.
I had to replace a 12 month old I Phone 4S because the phone made of glass was not safe for my son to continue to use.
My three smart phones were on an unlimited data plan. I called Verizon WIreless on a recorded line, was told that if I ordered and upgrade on a regular line, then just used the phone to replace the Apple 4S, I would be able to continue to use the unlimited data plan. I received the phone and activited on line as suggested in the packaging. 30 days later I find I was switched to a 2 Meg data plan and had overages. I called Verizon and they told me I had to call to activitate the phone and do the transfer rather than doing it on line, something I was never told and being such a long customer I know how to activate phones. Customer service said they would review and try to roll me back to the original program and they would take three business days. Seven business days later I called them to find they would not do what I was told when I purchased the replacement phone. I have a higher bill, a plan I did not sign up for. I have asked them to tell me who regulates their license and I will send them a letter. I find this was very unethical for a large company to an existing customer and it is all on my back. My regular monthly Verizon combined bill is $ 475 so I am sure I can find a new home for my money.