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Verizon Wireless / extremely unhappy with the service

1 United States Review updated:

I have a complaint about verizon cell phone service. I am extremely unhappy with the service and because I am past the 15 day trial period they will not let me cancel without paying almost 400.00 in early cancellation fees. They are the reason that I am past my 15 day trial. I opened an account for Myself and told the salesperson that the reason I was trying the service was because my daughter had recently left to go to college in NYC and I would be travelling to upstate NY to visit relatives and my current service which was t-mobile did not work in that part of upstate NY. I told her if the phone worked there I was going to upgrade to a family plan and asked her if there were any additional activation fees associated with that and she said no. The phone worked in upstate NY and I just figured if it worked in upstate NY it would work in Providence RI. I came back to Rhode Island and upgraded to a family plan and was told that I had to pay an additional fee for activation 25.00. I have been extremely mislead about the charges continuously but even though I have been out of work for a year and finances are important to me, it is more important that I have a phone service where I can reach my daughter at any time and she can reach me. When I got home to Rhode Island the phone didn't work here so I went back to the store and told them I wanted to cancel and they said they had already sent a phone to my daughter and assured me that there was great service in Rhode Island it must be the phone. They were very overbearing and talked me into trying another phone and more time passed by. I tried the other phone and it worked a little bit better but still got a lot of dropped calls and have very little to no service in home which is extremely important to me because I need to be able to reach my daughter and she needs to be able to reach me at all times and i cannot afford to pay such an expensive cell phone service and also pay for home long distance. My daughter had received a phone in ny and tried to activate it but they said she had to do it in rhode island so more time passed. In the meantime because of all this trouble I was paying for two phone services. Which was a considerable amount of money. My daughter came to Rhode Island to set up her phone and it didn't work at all so we went back to the store. I have spent many days and many hours at the store and I have spent many days and many hours talking to customer service most of whom end up disconnecting me and then never calling me back. this has been the worst service and the worst customer service I have ever experienced and I have had cell phones for five years. My daughter had to leave for NY with her new phone and didn't really get to use it much here. She tried a few calls but had very little service in and around my home and some dropped calls while travelling around Providence and Attleboro. She reluctantly left with the phone because we needed a form of communication. I wanted to cancel my service for the third time but I was told that it was too late because of all the trouble my time had passed by while we were waiting for phones to be switched and phones to be delivered and then having to travel from state to state to get them activated and tons of other problems. I had several anxiety attacks thoughout this situation and I just wanted to get rid of this horrific service and be done with it so I could get phones back that work so I can reach my daughter when I need to and she can reach me. I called a few days ago to have my t-mobile number imported because i was told it wouldnt be any problem and they would do it right away. It never happened. I was stuck with verizon at this point so I thought it made sense. I tried calling for three days and the person that promised she would take care of it never got back to me. I spoke to another agent who disconnected me after about an hour and then called back again and got t-mobile on the line(they were very helpful) and the contacted verizon for me. The verizon agent said she set everything up and talked me through some voice system and said I was al set. I couldn't reach my daughter all day and realized my phone wasn't ringing. I called back and found out they had switched the wrong phones and neither of us had any service and we were trying to contact each other all day which caused me another anxiety attack. I had to call back when I found this out and they took another several hours to switch stuff back and said eveything was okay but it wasn't . I still couldn't reach my daughter and I was going into panic attack mode. I found out that her phone was not working and I had to call back again and found out that she needed to update her phone and then it worked but since then I have called her several times and I could only barely talk to her once because I only have one bar, and most of the time none in or around my house and since I dont have a job right now I spend a lot of time in my house. I was told verizon doesn't care if I don't have service in my house because they dont' gurarantee service in dwellings. well I have to have service in my house and I have always had service in my house with my other carrier. I have never had a problem with them in 5 years. Starting with verizon is the worst decison I have ever made but I have been lied to and bullied several times and if it wasn't for that I would have cancelled the service long before now I would be all set. I have called the customer service lines many times. I told my story to a rep yesterday for about an hour and she said she was looking over my files and then lo and behold we got disconnected, I was very panicky at this point and had to call back again and was told I could not get back to that person. I had to start all over again. I thought for sure I was going to end up in the hospital with a full blown panic attack and I told the representative this and she didn't respond. she just made me tell the whole story again and said there was nothing she could do and that I was stuck with this service or had to pay two 197.00 early termination fees because I have two lines.

Unfortunately I cannot afford this or I would definately do it because my health and being able to reach my daugher are worth it. I am thinking of looking into a lawyer but I dont have the money so I don't know if that is feasible unless I can find other people who feel the same way. I told the representative that I will tell everyone that I meet how horrible verizon is and they will lose a lot of customers and she didn't care. She would rather hold one extremely distraught customer hostage and lose tons of new customers for some ridiculous reason. I asked to speak to someone higher up than her and she said that was not possible and she just left it at that so I did not get anywhere. I don't know what I am going to do but I have to find a way to get a phone service where I can speak to my daughter at any time and speak to her from my home and verizon does not offer that or care to. I am going to contact the better business bureau and the attorney general and talk to everyone that I meet everywhere and tell them my story and make sure they do not consider signing a contract with the devil (verizon) I have tried not to call them names or get angry but it is impossible at this point because of all the lies and the uncaring attitudes and the hangups and mainly because they do not care at all that they are causing me pain and anxiety and not providing me the service that I am paying so much money for. If you have any suggestions to help me I would greatly appreciate it. My name is Penny. My email is Please help me!!!!!!!

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  • Va
      2nd of Nov, 2006
    0 Votes

    Paid a $400 deposit due to no credit history back in August 2003. Since that time i have not recieved any of that deposit back and have not be given any reason as to where my $400 went. i stopped my verizon wireless service in early October of 2006 and have been trying to collect my deposit back. i have a copy of the contract that i signed that states the $400 deposit and i also have a bank statement showing i made a payment to verizon wireless for the $400 deposit. now since i have cancelled my service back in the beginning of October, i have been trying to collect my deposit that i never recieved back. i have talked to more then five verizon wireless customer service agents, including managers and supervisors and they have given me nothing but the run around. they requested a fax of the contract and the bank statement, and i sent them both pieces. so with those two documents its more then enough proof that i paid them a $400 deposit and i have not yet herd anything about getting it back. all the verizon wireless agents tell me is that they cant find proof of me paying the $400 or that they need to research the case. its been three weeks and they both pieces of proof in thier possesion and yet they still cant resolve this issue for me and keep giving me the run around.

  • Va
      11th of Dec, 2006
    0 Votes

    VERIZON call center customer service S-U-C-K-S!!!!! I was placed in a never ending loop of selections and on-hold music for over an hour on a Friday afternoon. I called back twice and tried to "Zero Out" to get to an attendant with no luck. I finally gave up - I am returning my purchase and demanding a full refund. If they will not try to assist the consumer after purchasing their product, I will find a company that values me!

  • Va
      20th of Dec, 2006
    0 Votes

    On 10/26/2006 I purchased a cell phone with a 2 year contract at a Verizon kiosk located at a Costco store in Tukwila, WA. At the time of the sale, the salesman, Brandon, offered a promotion credit of 25.00 a month for 7 months (175.00) to cover the cancellation charges of my previous cell phone contract with Cingular. It has been 14 months and I have never received the credit from Verizon. I have made at least 6 calls to Verizon to resolve this and all I get is the runaround. I would not recommend Verizon for this reason.

  • Va
      12th of Feb, 2007
    0 Votes

    I am writing her because I have had serious issues with Verizon and their customer service - Originally a Verizon rep switched our calling plan without permission and then blamed it on me and my husband.

    I filed a complaint then and all that was said is that WE didn't like the plan we had and Verizon switched it back. Also, and MOST importantly - my phone line was installed August 11, 2006 we didn't have a working phone line for some time - we had to have 4 different service men come out before one of them realized that the phone number was not switched on at the utility building. Now it is almost 6 months to the day and we are STILL tripping over the phone cable that runs across my FRONT YARD and IN FRONT OF MY FRONT DOOR! I have called at least a dozen times each time being promised that the line would be buried within the week - Amazingly the cable is still not buried and Verizon has paid us not mind when it comes to repairing the problem!

    BEWARE - if you want your cable buried you might want to choose another phone service.

  • No
      20th of Mar, 2007
    0 Votes

    In October I went to a branch office of Verizon Wireless because my phone which I had had for 5 years had quit. I was able to get a Razor free and my husband could update to a Razor for 1/2 price ($50). (after rebate) I told the young man that I wanted to keep the same package I had. It was $39.99 for 400 minutes. He told me I could update to 700 minutes for that price. I told him that was great. So I assumed that is what happened. When I got my first bill I noticed I had 700 minutes for $69.99 (5?). I mmediately called them. The lady was very helpful and told me they had overcharged my husband for the phone and she credited our account for $50.00. I told her about the minutes and what the young man told me. She said the 400 minutes program was no longer available but since I was told that, she would try and get the program back for me and she adjusted my account. As noted in their notes, I called every month since October with the same complaint. This month they told me they would adjust my account but no more since I had waited so long to report the problem. I have been with Verizon Wireless for a long time. In my opinion they have the best customer service when you call. However, that was until now!! I think the young man who did our paper work and told me these things needs to be trained better. I do agree if I had waited 5 months to notify them then nothing should be done. However, I have contacted them monthly since that time. I asked for a supervisor and the lady I was talking to checked with her supervisor and told me the above information. This has been 5 months of phone calls and aggravation for something that should have been handled with the first complaint. Thank you for your website so I can post my complaint.

  • Da
      24th of May, 2007
    0 Votes

    My husband and I purchased 3 phones for a family plan of shared minutes. We were told that we had 15 days to try the service with option to turn it back in before time was up if we didn't like the service. We were back in the store within 3 days letting them know that we didn't have service where we lived (after we were told that we would). The rep told us that something on the phone wasn't programmed right and reset them. We were back again in a few days because of no service. Another rep told us that they had a better upgrade phone that would pick up a signal. So... we paid a little extra and got upgraded phones with a better antenna. Well, we had spotty service, but couldn't rely on it (most of the time no service at all). We returned the phone on the 14th day, making sure we kept the time limits. We were told that our service would be prorated for half of a months usage (we had a $110 mo package) so she said it would be around $50- 60 . Our first bill came and it was over $500.00. I about freaked. We called several times and finally they reduced the bill... yeah, only to $230.00. No one can tell us why it is so much when we don't have the phone, didn't use it but 14 days and turning it in within the time limits. Of course it is sent to collections now because I tell the people every day when they call to collect that I AINT PAYIN IT!! I don't know what else to do. Verizon Wireless tells nothing but lies and must be training all reps to say anything to get customers to get their service. If anyone has any suggestions, please let me know. Seems to me though that no one can get anywhere with Verizon customer service.

  • Li
      28th of Oct, 2007
    0 Votes

    I had a similar experience with them. I told them that I was going to be moving soon and I did not know if there was Verizon where I was moving (a small town in AR). The person at the counter said "we're a nationwide company so it doesn't matter". I started getting nervous because I searched and there was NO service where I was moving, so I called Customer Service within the 3 day grace period and the Customer Service Rep said "Don't worry. You will not have to pay an early termination fee, because it is not your fault we don't have service there". Well, when I moved, my phone did not work at all. So I called Verizon and told them that I would have to cancel. They said I WOULD have to pay the $400 early termination fee. When I refused because that wasn't what I was led to believe, the Customer Service Rep got rude. I still refused to pay and it was sent to collections and we got lots of collection calls regarding this bill.

    It has affected my credit. So, BEWARE! Don't believe what Verizon Customer Service tells you. If you decide to used their service, get anything like that in writing and take a tape all conversations if you can.

    Verizon Customer Service s*cks!

  • Se
      18th of May, 2008
    0 Votes

    Hi there,
    Does anyone know how much verizonewireless would charge for a penalty fee if 2 years contract is over but we updated the packages after then? Do I need to pay the penalty fee again.
    Thanks for your help.

  • Bi
      29th of May, 2008
    0 Votes

    Solution to Early Termination Fees - Try its a great contract exchange marketplace. Good people and it was free for me.

  • Al
      13th of Jul, 2008
    0 Votes

    I got this crappy phone from Verizon. I'm a guy. I was excited it was my first phone. Anyways I knew that my contract was up soon. I called 611. I went thorough this long list of commands. After being on hold for 5 minutes, I finally got to a real person.

    [Verizon Customer Support] Verizon Customer Support, may I help you?
    [Me] Yeah, when's my contract over?
    [VCS] Please tell me your phone number with the area code.
    [VCS] Okay, and your name?
    [VCS] I am sorry, that's not what it says on the account.
    [Me] You did not tell me the name on the account, you asked me for my name.
    [VCS] Sorry, what's the name on the account
    [Me] XXXXXXXXX XXXXXXXXXXX, it's under my father.
    [VCS] Okay, what's the last four digits of your social?
    [Me] Why do you need this?
    [VCS] I need it to get into the account.
    [Me] XXXX
    [VCS] That is not correct. I need your father's social.
    [Me] I'm his son, are you able to verify that I am his son and this is my phone?!? I just want to know when my contract ends so I can get another of one of your phones. What can somebody do with a date? (now i'm getting pissed)
    [VCS] I'm sorry, I need his social.
    [Me] I don't know, do you want to call him? His number is XXX-XXXX same area code as mine.
    [VCS] I cannot do that.
    [Me] And why not?
    [VCS] It's company policy.
    [Me] I want to speak to your supervisor.
    [VCS] Sorry, I can not let you do that.
    [Me] Whatever, I'll go to the Verizon Store later. Thanks for your "help."
    [VCS] Have a nice day, maa'm. *disconnects*
    [Me] I'm a guy!

    That realllly pissed me off. Verizon is great except with the Customer Support.

  • Ur
      20th of Jan, 2010
    0 Votes

    I've been reading all these posts and it really makes me sick to my stomach. I want verizon to come on here and see what they are doing to people and their lives. I've been hurt by verizon in the past. I use to work for verizon and quit because i could not cheat people out of their money like i was trained to do. I could not just add things to their account, for this i could not work for them. After quitting verizon i had gotten a verizon bill and there were crazy charges on it, all this data and downloads that i had never ever downloaded. I went to the store ( 1000 times) i called customer serive (1000 times) and they said there was nothing they could do for me. When i did alittle investingating work of my own, i found out that verizon "its" self had charged me with all the downloads and data because i had quit and i guess it was payback time. So i cancelled my phone, didnt pay the termination fee and now let them send it into collections. I refuse to pay for something that isnt mine and that was done out of malice. So after going on a friends plan at alltel i was soo happy with the people and the customer service and the service its self. Then the day came where alltel was sold to verizon, back to ground zero. Now having been switched off alltel to verizon our bill went up and guess what... my phone doesnt work. So i called in the 1st time, no problem sent me a phone, that phone was worse them my orginal phone, so i got sent another phone, guess what that one didnt work either.. so i called 1/15/10 asking for either an upgraded version of my phone because the replacement keeps breaking or some sort of compromise. Well they said "Dont worry we will get that phone out to you tuesday." Well its Wed. they are a day late and sent me the env 3 as an upgrade but with out the battery. I made sure when i spoke with the women on the 15th that she was sending a battery and not a FRU phone. So they dropped the ball. So i called in i spent 1 hr yelling back and forth with Amber, the associate with verizon. They had changed my password so they could deny me entry and information on my phone, they wanted to charge me an extra 299 for the phone that was the replacement. After an hr of not backing down and refusing to give in they finally got me into my account and are sending me a phone next day. Dont let any one ever tell you that you cannot speak to a supervisor, you can you have the right to. When buying a phone or needing a replacement never let them give you a FRU phone or "like new" phone, they will break and you will be in the dog house. If your contract is up, dont resign unless you have too, that means dont get a new phone either, they will change your account and old plans that were available when you 1st signed up will no longer be available. You should not be charged a cancellation fee if your contract is up and you should not have to give your phone back. Check your bill every month and call in atleast 2 different times to make sure you are given the correct information. Stand up for yourself you have the right to know and to question why you are being charged and if you dont agree with it make sure you to talk to someone until you agree. I will be cancelling my plan in oct, and i will finally be happy again =) I'l check this post often to see if ican help any one out. Oh one more thing for all alltel to verizon customers, watch your bill closly, they will attempt to charge you for the switch over. ( Sorry for the poor spelling i am in a rush but wanted to get this out )

  • Ve
      19th of Feb, 2010
    +1 Votes

    Verizon Wireless,

    I saw an ad for Verizon Wireless on the internet telling me how wonderful there service was. It said that I’d always be sure to have a signal when I need it with Verizon Wireless. This turned out to be untrue. I couldn’t even get a signal at my home or office! Verizon Wireless is one of the leading cellular phone scammers in the nation today. At Verizon you’ll finds great phones, accessories, and tons of different plans. This is a trap! Verizon Wireless just wants to get you into a contract so they can steal your hard earned money!
    Their knowledgeable service will help you choose the right plan that is perfect for you. As soon as you enter into an agreement with Verizon Wireless they will never let you out! They will tell you in writing that you can cancel in 30 days! I tried to cancel after only 10 days. Now I’m in collections with a bill for over $700.

    See more Verizon Wireless Lies & watch videos or let us show you how to get out of your Verizon Wireless contract at

  • Ma
      5th of Jul, 2010
    0 Votes

    These posts are funny, you're a bunch of looney toons

  • Ra
      9th of Jul, 2010
    0 Votes

    I had the same problem with Verizon extrem bills and unknown charges

  • Sw
      17th of Sep, 2010
    +1 Votes

    Just be sure you pay every cent they say you owe, they do not care about you - even if your still making payments! I got suckered into a 2 yr agreement for three phones and due to unemployment and the fact that instead of being a $120 a month they turned out to be $300+! (weird charges, extra fees, extra costs to protect yourself) - well I canceled them after 2 months. The contract fees were around $750. I received four phone calls from account reps 3 days after my bill showed up in the mail. I indicated it would be hard to pay this much but I would do what I could, I sent $300, then $200 for 2 months - balance of around $250 left but the money was gone and I had gotten a job only to be laid off 5 weeks later, did I mention I was primary bill payer in a home with 5? The entire 3 months I made the large payments I continued to be harassed by the account reps calling and letters in the mail - see I refused to agree to anything more than I will pay what I can when the next bill arrives. Then one day, I inadvertently said I would try to give them at least $50 a month if I could but was really unsure if I would be able to - well, that's a contract - fyi! I try my best and make a couple $50 payments, then drop them to $25 - I immediately start getting the bad letters, I called in and was so mad I just yelled and hung up, today I find in my mail a letter from their in-house Collection Agency - the last step to killing your credit - I owe them $100, I have 90 days to pay in full or my credit will be hit - with my current payment that would leave me owing $25 which WILL get set to collections - fyi. Verizon - the land of NO compassion and cheap sneaky contracts and major rip off charges, may you be blessed with the same compassion you give...

  • Se
      23rd of Sep, 2011
    0 Votes

    I have similar problem.. I signed up for their Home Phone service under Wireless Division a 2 year commitment.. It worked a couple of times.. then stopped but unknown to me until I was informed by a relative several calls were made but did not go through. I tried it and found no calls could be placed or received. tech support advised the cellular signal received at my location was weak and thus could not be relied upon to sustain usage. i tried to return equipment and terminate agreement and was rudely told I had to pay for 2 years of service whether it worked or not as I too went past the 15 day limit. I had no idea that it did not work consistently. So much for their stated commitment to "customer satisfaction." So at this moment I am stuck with a useless item.. no phone service. Verizon cleverly has designed it's web site and phone system to deny access to handle such a complaint. they should be sued in a class action suit for fraudulent activities vis a vis selling a servcie that does not work and demands payment any way.

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