Explore your opportunities! Create an account or Sign In
The most trusted and popular consumer complaints website

Verizon Wireless

Posted:    

failure to waive early termination fee

Complaint Rating:  89 % with 37 votes
89% 37
4.45
So I've been looking to get an iPhone and get out of the 1.5 years I have left with Verizon. I stumbled onto this forum looking for a way out. Sure enough I read this clip out of the Customer Agreement and I saw a light at the end of the tunnel:

Our Rights to Make Changes

Your service is subject to our business policies, practices and procedures, which we can change without notice. UNLESS OTHERWISE PROHIBITED BY LAW, WE CAN ALSO CHANGE PRICES AND ANY OTHER CONDITIONS IN THIS AGREEMENT AT ANY TIME BY SENDING YOU WRITTEN NOTICE PRIOR TO THE BILLING PERIOD IN WHICH THE CHANGES WOULD GO INTO EFFECT. IF YOU CHOOSE TO USE YOUR SERVICE AFTER THAT POINT, YOU'RE ACCEPTING THE CHANGES. IF THE CHANGES HAVE A MATERIAL ADVERSE EFFECT ON YOU, HOWEVER, YOU CAN END THE AFFECTED SERVICE, WITHOUT ANY EARLY TERMINATION FEE, JUST BY CALLING US WITHIN 60 DAYS AFTER WE SEND NOTICE OF THE CHANGE.

After reading this I looked at my bill as of July 1st, 2009, Verizon has raised their Administrative charges from $0.85 up to $0.92. To me this qualified as a price increase. What follows is my ordeal with Verizon. If you don't want to read the rest of this- the answer is No, I wasn't able to get out of the ETF.

1. Called Verizon and spoke with a woman named Africa (no joke). I explained the situation and the price increase and informed her of the customer agreement. She replied saying that the Administrative Charge was a tax and there was nothing Verizon could do about it. First problem, I believed her. I then complained about the GPS being locked (I've got an Omnia). Got nowhere... 30 minutes later I was off the phone. I then went to Verizons website and saw their explanation of charges that states:

"Administrative Charge, helps defray certain costs we incur, currently including (i) charges we, or our agents, pay local telephone companies for delivering calls from our customers to their customers, (ii) fees and assessments on network facilities and service, and (iii) certain costs and charges associated with proceedings related to new cell site construction. Please note that these are Verizon Wireless charges, not taxes."

2. Realizing she either lied to me or doesn't know what she is talking about I called up VZ again. Explained the situation again to another guy who said it was a tax. I told him to look it up under explanation of charges. He said he couldn't find any explanation of charges (WTF?)... Finally, he talked to his supervisor and was given a copy of them (easily available on their own website). After reading it he said it looks like you are right, let me put you on hold.

After 15 minutes he came back and said he could not waive the ETF because his supervisor said the price change had to be more than one dollar a month... Basically his supervisor was throwing BS out there, so I asked to talk with her. She explained very confidently that it is a Verizon policy that the price change has to be more than one dollar per month to qualify for a waive on the ETF. I asked her if it says that in the Customer Agreement. Yep, she says. I ask her if she is looking at it and where it says that (I had the agreement up on my screen). Her response- at the bottom of the page. I asked how many paragraphs up from the bottom? "I'm sorry sir, I'm not actually able to look at the customer agreement, but it is in there and it's towards the bottom."

(Blood pressure rising). One minute she tells me she is reading it, the next minute she says that she can't pull up her own companies customer service agreement? Are you joking. I asked for a different manager. She said she was the only one there. She then assured me that she was right and since it didn't qualify for the dollar increase I'd be charged the full ETF. She told me I could send a fax over to Verizon Customer Correspondence... a fax. I asked for a phone number. "I'm sorry sir, they don't have a phone number." Before my heart explodes I end the phone call.

3. Third times I charm... I officially hate Verizon. I talk to a woman, who after getting my name and number immediately puts me on hold for 10 minutes. I explain the situation and she says, that she will credit me the $0.07 difference for the next 6 months. She says this way there won't be an "material adverse effect" and there fore I didn't qualify for the ETF. Long story short, I speak with the manager, who effectively says the same thing. I told them I don't want the credit, but I want my ETF waived, like it says in the customer agreement. No can do she says.

It's quite obvious that customer service and customer agreements for that matter don't mean much to Verizon. Their priorities lie in nickel and diming the customer, probably hoping they won't notice or they won't call back if they get disconnected while on the phone with customer service (happened once already today).

I hope someone has more luck that me. At this point, I'm thoroughly sickened by Verizons greed and I'll be picking up an iPhone later today.
Complaint comments Comments (410) Complaint country United States Complaint category Mobile & Cell Phones

Comments

Sort by: Date | Rating
N  30th of May, 2007 by    0 Votes

Verizon Bill - Wrong bill wrong address
United States

I was recently checking my credit file and i noticed a collection account from verizon. I made several calls to find out why and where. Today i received a letter telling me that i needed to pay this account. I called Verizon and someone told me that they did not have my name in the system that i needed to call the collection agency. This service was provided on 15155 Parthenia North Hills, Ca. I never lived in that place and it shows that someone opened that account in 08/2006. I have lived in 1862 Greenacre road Pomona California since March 2005.

Please, clear this issue because is damaging my credit and i never requested this service.

Jaime jimenez #016257931-01.
N  25th of Jul, 2007 by    0 Votes

Verizon Dsl Internet Service - Poor customer service
United States

To Whom It May Concern:

I've registered to verizon DSL internet connection on July9th and received Verizon DSL installation kit on July 12th. In the evening I tried to install it but not successful. I called customer support and nearly after 1hr finally I could be able to talk to someone. I was told to switch off modem, laptop and restart again, it didn't work, so advised to try after 12hrs. No use. I waited till sunday morning as I was not successful, called them on sunday. One person, jimmy told that they'll be sending a person to assist in installation on Monday, anytime b/n 4PM to 10PM. The helping guy didn't turn up on Mon, tue. I've again called the customer support daily almost for 4 to 5 times which is really a hell. I regret to take the service. No one is there to help, they just hang the phone. I got frustrated and finally decided to cancel the service after waiting for 12 days. i.e on July24th. I called up the customer support to cancel the service. Trust me I almost felt like crying out of frustration. It took me 5hrs45mins just to cancel the service. I tried for 7 times and finally the 7th guy looks little sensible compared to others and finally got it cancelled. I felt very happy the moment I got the cancellation number.

It's good if Verizon provides good customer support.

Thanks
Sudha
N  26th of Jul, 2007 by    0 Votes

Verizon Dsl Internet Service - Poor customer service
United States

I got verizon dsl internet service, which i have problems all the time getting disconnected, i try many times to fix the problems in the phone, i usually get some one from other countries answering the telephone, and never was able to fix the problem.

I am also getting 1000's of commercial email on the verizon email service, and i dont know who this people are. Call verizon company and they told me they cant do anything about it. I am stock with then for a year contract. And haven't being able to resolved the problem. Most of the time i dont have internet service. And cant anybody to help me from the company. Is there anybody else having problem with this company?
N  10th of Aug, 2007 by    0 Votes

LG Chocolate - The phones are defective!
Ireland

Six months old lg phone, charge connection wont work and cant get any satisfaction from the shop or lg, disgrace.
N  15th of Aug, 2007 by    0 Votes

Verizon High Speed Internet - Poor service
United States

DSL service went down on 8-10-07. Reported it and repair tech set up for 8-13-07. Repair tech never showed, never called to reschedule. Was told it was rescheduled for next day (8-14). On 8-14, was told tech would be there between 8 and 12. Never showed. Was told tech would be there before 7pm. Never showed, never contacted. At 5pm, I called and was GUARANTEED AND PROMISED by dispatch that tech would be there by 7pm. Tech never showed. It is now 8-15-07 and I am still out of internet service. Promised tech would be out by 7pm.

Oh, and they want someone at home to be there.

NOT POSSIBLE. WE WORK FOR A LIVING. UNREASONABLE TO ASK FOR 3 DAYS OFF BECAUSE VERIZON RENEGS ON ITS' COMMITMENT TO SERVICE.
N  30th of Oct, 2007 by    0 Votes

AFNI Collections Agency - I paid the bill twice even though it wasn't mine and I getting billed again!!
United States

I activated my Verizon services in MARCH of 2000 and when I received my first bill there were charges on it for chat line fees that incurred in FEBRUARY of 2000. I wasn't even a customer then! I called and let them know I am not responsible for those fees, all $250 of it and they said to just pay my regual monthly amount and they will remove they fees. Well they never did so after only 6 months of complaining to get it off the bill I just cancelled my service, keeping that as athe balance. However, since I was concerned about my credit report, I paid the $250 in March 2001. And wouldn't you know that in 2004 I received a collections bill saying that I owed them $250 and it appeared on my credit report as an unpaid account! I contacted the collection agency and they said I never paid and all I could do at that point was to pay again to get rid of it. So, in an effort to repair the damage to my credit report I paid the bill for the second time. And now, in 2007, I have received a bill for the $250 yet again from the AFNI Collection Agency. I am not and will not pay this bill again for a third time. It has been 7 years and the "unpaid account" has been removed from my credit report and they can kill all the trees they want by sending me mail but I will never be such a fool to pay them again!
A  30th of Oct, 2007 by    0 Votes
File in small claims court against Verizon for your money back.
N  13th of Nov, 2007 by    0 Votes

Verizon Home Service - MONEY VERIZON SAY S I OWE
United States

I HAD VERIZON AS A COMPANY BUT I OUT IN A REQUEST FOR TWO FRAUD CHARGES BUT ONE BILL WAS CLEARED ALREADY AND NOW I NEED THE OTHER BILL BECAUSE I WAS NOT ALLOWED TO GET VERIZON AFTER THE LAST BILL I HAD AND VERIZON SAID I HAD THE PHONE SERVICE FROM 2004 TO 2005 AND I DIDNT SO PLEASE HELP ME MY NAME IS NAZLEA MUJA AND YOU COULD EMAIL OR SEND THE PACKET BACK OUT THANK YOU
N  14th of Nov, 2007 by    0 Votes

Verizon Super Pages / Idearc - Lies, Deceit & Incompetance
United States

I signed on with Verizon in December of 03 for web hosting. I again signed contracts in 12/04 and 12/05. In early Jan. 06 I knew I had had enough of Verizon and was anxiously awaiting the end of 2006 when my contract was up so I could sign on with a new web host. When my contract finally ended in 12/06 I tried to contact my Verizon rep to inform him I wished to terminate services with Verizon. My rep never returned my numerous phone calls. I then notified Verizon customer service and spent endless hours on the phone on numerous occasions trying to close my account. Customer Service repeatedly promised to close my account and contact my rep but never did anything. My website was transferred to another hosting company in Feb 06 and Verizon just kept billing me. I continued to receive bills for 5 months. I was on the phone to these idiots every month and nothing ever got resolved. Then, “out of the blue” in June of 2007 I received a check from Verizon for $148 for “credit on my account.” Then in October 07 the bills started again.

I now have my lawyer working on the situation and just found out that my Verizon Rep is claiming I gave my consent during phone call with him in July of 06 to renew my contract for another year. Verizon claims that if a customer agrees by phone to renew a contract then the contract is binding. This of course is an out and out lie. First of all I never spoke to my rep in July 07 and secondly, there is no way I would have asked to renew my contract because I was already totally fed up & disgusted with Verizon. Their employees seem to hide their total incompetence with a sickening sort of politeness to the customer….and their phony slogan: “At Verizon, we never stop working for you!” What a crock! Whenever I wanted anything done on my web site they’d either promise to do it and not do it right; not do it at all, or, they would total screw things up. (But I won’t go into that dimension of my dissatisfaction any further for now). I am, to put it mildly…enraged. Oh, and by the way, when I was under contract with these crooks I always paid my bills in a timely manner.

If anyone feel so inspired to connect with me in regards to your experience with Verizon I would be thrilled to hear from you and find out what might have worked for you. If nothing has worked yet, we can at least commiserate with each other! My lawyer is working on this and I’m also planning to contact the FCC, Department of Consumer Affairs and Attorney General’s Office in my state which is NY.

Good luck to all of you on your dilemmas with this Crooked Evil Corporation.
N  3rd of Dec, 2007 by    0 Votes

Verizon - Fraudulent bill!
Afni Inc.
New York
New York
United States
Phone: 1-888-257-1585
Afni Inc.com

My son passed away on November 15, 2007. On Saturday, his widow received a threatening letter from Afni Inc. saying he owed $109.06 for a Verizon phone bill with a number they never, and he never throughout his life had. It was, according to them, under his name and address. She was hysterical because my son died with excellent credit. She asked me to call them and I did this morning. They refused to talk to me about it, saying only she could call. I said she is newly widowed and very upset, but they were very rude and cold, refusing to talk to me. This is a horrible thing to do to someone who just lost her husband, but to refuse to discuss it, forcing her to have to deal with it at a time like this, is cruel.
N  17th of Dec, 2007 by    0 Votes

Verizon Phone And Dsl - Billing
VERIZON PHONE
3513-4th Ave.
Parkersburg
West Virginia
United States
Phone: 304-422-0342
360.yahoo.com/patriotprd

I have been arguing with Verizon DSL Billing since January 07. I had trouble with their services from Dec. 06 when I first installed their software. My phone service went out for about 5 days. Finally after a lineman checked the connections, they determined it was from a mistake when the office connected the DSL. My billing has never been straight since signing up for their DSL. It seems every month I have to go through the Robot answering run around to get someone on the phone to complain to. Of course adjustments are made to my bill and next month, don't ya know the bill is doubled or tripled. In June 06, I recieved an unusually high bill. After going through the phone run around of transfer to this department and that department, I am finally told that Verizon has charged me back to Dec 06 for Internet Games and Security which I didn't order. Adjustments were made again. I recieved a call from Verizon stating that my limited long distance dial up was being changed at no charge to the Freedom Package and that my bill would be the same or lower. The long distance was totally free. Next month my bill tripled. Again I am arguing with them. Of course adjustments were made. By the end of the month I recieve an e-mail telling me that I had requested my DSL discontinued. I HADN'T. Again I am arguing with their DSL Billing. I am then told it has to go through a disconnect phase and then be re-installed. After 2 weeks I have no DSL and am continually told to give them another week. Finally I am still getting huge bills in Sept. 06. I call DSL billing and of course all is adjusted. I send DSL a copy of an e-mail confirmation of what my bill is along with the payment. Don't ya know that next bill is quadrupled. So, I am arguing with them again. Guess what. They are billing me for 2 accounts back when they cut my service off in July and when they started it back the first week in Oct. 07. So, I sent the payment due in Nov. 07 for the month of Oct. 07 along with the notes from the call to DSL. I still cant figure out how they get away with billing in advance for something that hasn't been used yet. So, now I am cringing because my Bill for Nov. 07 is coming soon. This morning sometime my phone went dead. I sent an e-mail to my sister along with my account number and asked her to call them for me. She mailed back that they told her the earliest they could get someone out would be 26 Dec. 07. So I will be 9 days without a phone. Watch the bill for this one. I have tried to contact them on line and it is a bigger run around than trying to get past the robot phone ranger. Each time I try, my already established e-mail address for my account is found to be invalid. But now, of course there is nowhere on any of their site pages to contact service unless you have your e-mail address. I now have 72 pages of notes taken since Dec. 06 and Nov. 07 which I am sending to the West Virginia Attorney General's Office Of Consumer Protection. If anyone knows of a good phone company, please let me know. Thanks, R. Lott
D  20th of Dec, 2007 by    0 Votes
1. For somebody complaining about people with poor English skills, you have poor English skills.
2. Verizon can't stop spam. Nobody can fully stop spam but you, and the only way to do that is to use an email program (like outlook or something) where you can configure the mailbox to only accept email from specific email addresses you enter in. These are called email "rules".
3. Most of the spam you get in your inbox is spam you get for spreading your email address around the internet. Spammers have programs called "spiders" that search the internet for email addresses, then they spam them. You want to have a couple of "spamcatcher" email accounts. I have 4 email accounts, all of them were free. I have a yahoo account I use for pure spam (the one I'm giving as my email address for this site), a yahoo account I use for business and spam (if I'm signing up for something like NewEgg or Amazon), a hotmail account I use because sometimes emails are slow getting to the yahoo account (I only use this one if I'm having an issue with the business and spam account and a specific website), and a gmail account that I have never posted anywhere and I only give to friends and family. It doesn't get any spam. Does that sound like a pain in the butt? It is, but it's what you have to do. I get spam all the time in my yahoo accounts, and I have all the spamblocking features turned on. Deal with it. I do.
4. You're paying for an email inbox, why isn't it free of spam? No, you're paying for internet access. It isn't Verizon DSL's fault that you went to a porn site that promised free naked pictures if you just gave them an email address.
A  20th of Dec, 2007 by    0 Votes
WE have tried 4 times to change our service from Fiber Net to Verizon in Mt Nebo WV and each time we are assured it will be taken care of it never happens, we call the robot as you rightfully call it and spend up to an hr trying to talk to some one... guess we are better off with Fiber Netc41d.
N  1st of Jan, 2008 by    0 Votes

Verizon Online Dsl - Service Quality
Verizon Online
Silver Spring
Maryland
United States

I am a subscriber of verizon online dsl service and it sucks. It is the worst internet i have ever had. The reason being is i can barely stay connected for 5-10 minutes and then i losose connection again. Then when i call verizon for help i reach them in india or the Philipinies or something like that. I can never get anyone in my own state that i can correspond with effectively. So for anybody who wants dsl do not go for verizon online dsl as it is like dial-up.
A  5th of Jan, 2008 by    0 Votes
I ordered their DSL service, and these idiots delivered the moden to the wrong address.
N  30th of Jan, 2008 by    0 Votes

Verizon Phone Service - Poor customer service!
Verizon Phone Service
Silver Spring
Maryland
United States
Phone: 301-962-0565

It took me 3 days to disconnect service from my Washington, DC apartment, after long periods on hold. My main complaint is that twice I reached a live person, who as soon as I said it was a disconnect without a transfer of service, transferred me back into hold. Finally I did get a responsive person, but of course, I had learned by that time to insist that I not be transferred. Do the customer service staff receive commission for selling new/additional services? That could account for them not wanting to deal with a disconnect, if they are immoral and irresponsible. If there is a class action suit about Verizon's insulting customer service, please let me know.
D  23rd of Feb, 2008 by    0 Votes
Per the collection laws Afni has to follow they can only "disclose" the information to the person whose name its in, or their legal spouse.
Disclosing to the wrong party is illegal and is breaking the law.

So all the spouse would need to do is send a copy of the death certificate to Afni so they can get the account closed. No need to blame Afni for any wrongdoing, especially when they are doing their job, which is collecting on behalf of the client-Verizon.

And another thing... there is nothing threatening about Afni's collection letters. It does not say anything about coming to take your house, or taking legal action, or garnishing your wages.

So relax and let the spouse send in copy of death certificate and all will be done. No need to get upset over it.

Thank you.
N  26th of Feb, 2008 by    0 Votes

Verizon Fios - Additional Biling
Verizon
Pittsburgh
Pennsylvania
United States

We signed up for Verizon fios hdtv service from a door to door sales rep. He explained all of the details of the hdtv reception, channels and details of the channels we would receive. When we got our first bill, it was 20% over the cost stated on the sales ticket. When i called, they said the overage was for equipment needed to receive the hdtv signal. We are a victim of bait and switch, they now claim we must pay or incur a break up fee of $200 because of the contract. Deception down the line, you would have to be an engineer to decode the sales pitch and avoid this trap. You have been warned.
A  19th of Mar, 2008 by    0 Votes
The exact same thing happened to us. I wouldn't be surprised to find a class action lawsuit regarding this somewhere down the line. Count me in. I'm mad as heck!!
N  21st of Mar, 2008 by    0 Votes

Verizon - Scammed!
Verizon
5 d colletti terrace
Jamesburg
New Jersey
United States
Phone: 7327187694

Well to start how about an alert when you go over your minutes on your cell? Verizon wireless will let you go 15oo min. over your plain and not say a word and let it go on for 2 months verizon land line will work with AOL. They'll let you dial a toll number to connect then say oh you owe us 400 dollars.but when you don't pay verizon limits your service to in coming calls only... oh i am sorry they still let you dial to connect to AOL! When they tried to collect on that one i told the 20/20 would love this story... they never called again.

Post your Comment

Please check text spelling before submitting a comment
Your attitude towards Complaint Agree Neutral Disagree
Comment text
Attach photos (optional)

Verizon Communications Logo Verizon Communications
Customer Care Service
1300 I Street, NW, Suite 400 West
Washington
District of Columbia
United States - 20005
+1 212 395 1000
+1 202 789 1432
View Full Information
Contact Us
bdomains.com
     

Reply to

Send