Verizon
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Verizon customer abuse: a complaint and cautionary tale
By dj arnoldo

I was a verizon (vz) customer from 1996 through 2011 (15 years!), and I paid every vz bill in full immediately as I received it. although there’s never much to like about the phone company, when things went wrong vz always made things right one way or another. about a year or two ago, I noticed a significant decline in vz customer service generally.in september 2011 my service bundle fee went up by $15 without warning, and I called vz several times to try to get back the rate I had. failing in that, on september 17, 2011, I called to disconnect my phone service, but keep my internet service. little did I know that would start a four month nightmare. after dozens of phone calls and dozens of wasted hours on the phone trying to resolve the same problems over and over, problems that never should have occurred in the first place, I ended my vz services completely. but that did not end my vz nightmare...

The internet consumer complaint boards (see below) are full of complaints by thousands of customers ranting about the horrific abuses they suffered across all vz businesses. my experience is echoed again and again in nearly every post, so I won’t recount my personal vz nightmare in detail here. the question is, why does a company with $110b in annual revenue and 200, 000 employees treat customers so poorly? I will attempt to answer this by sharing what I learned about vz during countless infuriating encounters.

— vz accounting systems are a mess, with multiple account numbers for one customer. despite the much touted “onebill” and “my verizon”, vz systems do not communicate with one other. neither is the “my verizon” (verizon.net) website connected to vz’s phone, internet, and wireless billing and payment systems. repeatedly I made payments online but would not get credit even though I could see my payment and confirmation number on the website. I kept getting billed for the same amount, and when I called, the conversation typically went like this: “I made that payment two weeks ago, here is the confirmation number”. “i’m sorry, I don’t see that payment.” “I can see it on verizon.net, why cant you?” “we have a different system.” “that’s not my problem, how are you going to fix this so I get credit for my payments?” “click.” back I went into the phone queue.

— vz phone answerers (they provide no “service” or “support”) are generally poorly trained, apathetic, and hostile; some even lack basic phone skills like getting your ten digit account number right within three tries. and every now and then you will get a real thug (see below).

— when you call vz, the phone answerers either don’t bother to write detailed case notes, or can’t see case notes of others. therefore calling vz means transferring around two, three, or four times, telling your story from the beginning each time.

— hang-ups are the preferred way vz phone answerers resolve problems; a question they cannot answer, or a customer who says the wrong thing the wrong way, will get hung up on and sent back into the queue.

— the vz billing and payments department is only open until 6 pm weekdays, and never on weekends. I frequently had to waste valuable time at work trying to resolve problems that never should have occurred. they hang up the phone at exactly 6 pm, even if you had been working with them for 30 minutes to resolve a problem. on several occasions I had to speak to three phone answerers before finally getting transferred to a payments specialist who could solve my problem. after spending 15 minutes with her, and making some progress, the phone went dead — at exactly 6 pm. the next day I had to start all over with a new crop of idiots. if you try to call the payments department directly, you either wind up with a phone answerer, and then spend 15 minutes on hold, or payments doesn’t pick up the phone at all.

— vz supervisors and managers never answer their direct line with customers, do not return phone calls, and never do what they promised they would do. asking to “speak with a supervisor” is a complete waste of time and will not get you satisfaction any quicker than battling vz’s legions of idiot phone answerers.

— vz doesn’t feel obligated to provide service at the price they agree to on the phone, and they will change the amount you owe on a whim. on several occasions, after I paid a bill in full and had a zero balance due on the website, I would get another bill with a new balance due because “the price went up”. funny how the price went up twice in the three months I had my vz internet.

— vz uses an undecipherable hodgepodge of charges and “adjustments” to make it impossible for you to understand your bill and how your balance was corrected, and they can recalculate or reverse these adjustments retroactively at any time. this is their preferred method of charging you again for a period for which you already made payment, or reneging on a concession made by a vz "supervisor" on the phone.

— if you call and select the phone menu “disconnect” option for a vz service, you will get transferred around in the phone menu ether until you invariably arrive at a dead line or the recording “no one is available to take your call, please try again later... click”.

— if you tell the phone answerer you want to disconnect your service, they will transfer you to a thug who will try to lie and intimidate and strong-arm you into keeping the service. if that fails, he will attempt to pry information from you like your cell phone number or what other services you have before he dumps you back into the phone queue.

— etc. etc. etc.

Fast forward to december 19, 2011. after three months of calling vz two or three times a week, I finally managed to clear or pay off the last of the billing problems and have the last of my vz services disconnected. just when I thought my vz problems were finally over, during the week of january 6, 2012 I received three more vz bills, one each with a balance due of $15.50 (which I had paid months earlier and had straightened out several times), zero, and a credit balance of $7.50. I had to call back another three times to get this resolved. finally, I begged the vz idiot in billing, “look, keep the $7.50, just zero everything out, close all the accounts that used to be in my name, and leave me the f — alone!” we’ll see if it worked; I may yet get another bill from that horrible company, if not in reality, then in my worst nightmare.

By the way, on december 16, 2011, I called cox and inquired about high speed internet. young, polite, and well trained, the cox customer service guy explained the service tiers and promotions. he told me which package was most popular, and which would be the best deal for me. he told me about equipment options and pricing, and gave me deals on the installation and wireless router. and the cable guy would be there tomorrow between 1 and 3 pm to hook everything up. wow, I thought, i’ll believe it when I see it. sure enough, the cox cable guy showed up when he was supposed to: “we’re going to have your high speed internet up and running before I leave today.” about 45 minutes later, everything was set up and working as advertised. for the same price that verizon tried to extort from me, I now had fifteen times the speed (46 mbps vs. 3 mbps). pingtest.com confirmed that I now had an a - quality connection with cox, compared to the d - quality third-world connection I had with verizon. and my first cox bill? exactly what the guy said it would be. and only one account number. verizon – it feels so good when it stops.

Read thousands of other verizon customer abuse horror stories on the consumer websites below. on the home page search for ‘verizon’. if that doesn’t work, google ‘verizon’ and the site name (e. g., “verizon complaintsboard”). the number of verizon complaints posted is shown for the most popular websites.
Www.complaints.com (2, 210)
Www.my3cents.com (1, 267)
Verizon. pissedconsumer.com (663)
Www.measuredup.com (450)
Www.complaintsboard.com (hundreds)
Complaintreviews.com (hundreds)
Verizonpathetic.com (links to many vz complaint websites, lawsuits, and articles)
Www.yelp.com (17 for ‘verizon communications headquarters’ in ny)
Hissingkitty.com (small but excellent new site)
Www.customerservicescoreboard.com
Complaintwire.org

1. I ordered my wireless service via internet, when calling about my accout, no one wanted to help me or could answer any of my questions. The most concerning was honoring the package amount agreed to via internet.

2. Previously before getting wireless service, I had dial up, I discontinued this service when I agreed to wireless, but 2 months later I still am making phone calls because I am getting billed for dial up and wireless service!

3. Initially when I had dial up I was receiving my statements online. However when siging up for wireless I asked to discontinue this and receive a paper statement. I just rec'd my first statement Feb 10th and the bill was due Feb. 8th. How the heck do they expect the bill to get paid by the due date if I can't receive the statement in a timely manner!?

4. I have spent many, many, many. many hours on the phone with numerous "Customer Service Reps" who seem to think I'm the dense one! I get transferred many times in any one conversation making for a very long, frustrating phone conversation. At the time of this posting I still do not have my account taken care of. I can't get anyone on the phone that understands my account and take care of things in a timely manner and it takes several days to get an email response, if any.

I am very disappointed in the service that I have received and I am considering legal action if this complaint doesn't warrant the results I am after. I would like some reprimand or action to make Verizon step up and take care of their customers instead of passing the buck because none of their "customer service reps" no what they are doing! The staff that I have had to deal with are extremely rude and arrogant making this situation even more infuriating. I would like a response ASAP, as I have been dealing with this frustrating situation since signing with Verizon Wireless, approx. 2 months.

Fios "I proved" their DVD service without notice. Now a great feature doesn't work at all. Also erased all recorded shows and scheduled recordings. Their do called new and improved is junk!

I changed carriers for my wireless service on Nov 19. I moved over to TMobile from Verizonwireless, as Verizon's fees were getting too high. I went into a TMobile store, and their staff helped me with a new phone and service switchover. SMOOTH! OK, now the fun begins. I get a bill from Verizonwireless for $90.32. This is from Nov 19 to Dec 18th, WHAT? A month of service that I did not even have an account with them! I called several times (4) and talked to different "customer service" people, even management, but that was a joke! I explained the situation, but they told me that it takes about a day to "switch" all the info, so that put me into another billing cycle with them, and I owed for the full month. They also stated that if it was not paid, it would eventually go to collections and run up late fees. No help, no waiver of the fees, no discount, no NOTHING! I find it extremely unfair to charge customers for service they did not receive. In light of all the advertising dollars they spend trying to get people to sign up with them, I hope it was worth the $90.32 to forever tarnish my opinion of their service and reputation. BE WARNED!

I recently order the verizon triple play (phone, internet & video). Been quote online for $69.00. later when I got email comfirm It was $89.00. When I call them to cancel talk to customer service for few hours, they finally offer me $74.99. So i say Ok. When I got my first bill, my bill total was $131.79. They was charging me for service I didn't order? ( premium entertainment package). Still try to got them to fix the bill. Never trust the verizon,

In Oct, I ordered Verizon double play (TV and Internet only) to try it out. A tech came out to install my service and cut my telephone line, because he said that I ordered a triple play. I show him the order and he still cut my copper line anyway. I called Verizon and they instructed him to reconnect my copper line, because I only order the double play. The next day a copper repair tech fix my line. I called Verizon back about two weeks later, because of noise in the line. It was suppose to have been fixed. A week later, I had to call again. A copper Tech showed up and fixed the problem, but while he was changing the wire in the box across from house. Someone at Verizon generated a work order to change me to FIOS voice service. I was unaware of this, but anyway the tech left and I had telephone service, then about 5:30 p.m. Verizon called, but I was a sleep. After getting up, I reach for the telephone to use and no dial tone. I contact the tech that morning and he could not access my line anymore. He contact his office and his supervisor and they could not access it either, then his supervisor saw a work order that was submitted by Donna Addison the Verizon Rep. at 11:58 a.m. to convert my copper line to FIOS. The order was completed at 8:00 p.m. I never requested my copper line be change to a battery backup system. I contacted Verizon and held on for an hour before a live person picked up. I was transferred to one person after another. No resolution. I called everyday, before finally I was told that a copper tech would be out there. I waited a 1 1/2 weeks for a tech to show up. The tech did not come during the time frame of 8:00 a.m. - 1200 noon. He showed up three hours later. The tech was not a copper tech. He was a FIOS tech. He stated that he has a work order to convert my telephone service over to FIOS. I told him that I did not order FIOS voice service. He showed me the order. I explain everything to him, he contact Verizon and the cancelled the request, but before during that he test both lines and my copper line still had noise on it, but my dial tone was in the FIOS box. The problem is that it is only coming from the box. I have not had a dial tone inside of my home for over three weeks. Every-time I call Verizon, I am on hold for an hour or more to get a representative on the line and when I do, I have to explain the situation to them and after explaining it, then I am transferred to different department and I am on hold for another hour. Then I have to start all over again, I have been hung up on, transferred several time and still nothing is done. They explained that I only have the regional package plus a double play, but every time that I give them the order numbers, they transfer me again. Four work orders have been submitted to convert my dial tone back over to copper. On the 28 Dec, I stayed home all-day for a copper tech and no one showed up. I still do not have telephone service. I called back to ask for a supervisor, address and or a telephone number to file a complaint. No one would give it to me. I called again yesterday and a work order was submitted again, but still no service.

Verizon Wireless offers customers numerous free and simple payment options and we encourage customers to use those options. Starting January 15, a new $2 payment convenience fee will be instituted for customers who make single bill payments online or by telephone. There are a couple of exceptions. See below. The fee will help allow us to continue to support these single bill payment options in these channels and is designed to address costs incurred by us for only those customers who choose to make single bill payments in alternate payment channels (online, mobile, telephone). It is waived for those who pay by electronic check or enroll in AutoPay -- we encourage customers to use those or other payment options that incur no fees. [See complete list below.] The telephone and online single payment fee, which takes effect January 15, will be disclosed up-front and throughout the transaction.

Dear Sir:

I have 5 lines on my Verizon Wireless account, and I need a 6th line. As you (the Company) do not allow a 6th line on a family plan, I decided to put the 6th line on Virgin Mobile. My strong preference was to port my existing number, which I have had for years and use for business as well as personal reasons, and to have a new number assigned to the line.

I called the day before yesterday to inquire as to whether I could do so without incurring an early termination fee; given that I would have the same number of lines and be paying the same monthly bill whether or not my current number was attached to the account, it seems only reasonable that this should not be an issue. I was informed that I should go ahead and port the number, and then call you to have a new number assigned to the line.

Well, yesterday I did exactly as instructed, and ported the number out, then immediately called Verizon Wireless to have the new number assigned, only to be told that I had in fact been charged an early termination fee, which might be waived, but only after I had ported my number back to you, as the number is attached to the 2-year contract and it is impossible to change the number as a result. (However, when asked he did state that I certainly COULD change my number with you without penalty, so that explanation makes no sense whatsoever.) I was further informed that the porting back could not take place until the end of my billing cycle, Jan. 9. This is unacceptable. I need a phone, as does the family member for whom I needed the 6th line. The only way for me to make it work, waiting until the 9th, would be for me to purchase a burner phone for the family member, which would unnecessarily cost me even more money.

When I told your representative that this was unacceptable and asked how high I needed to go to find someone willing to help, he, without notifying me that he was doing so, put a supervisor (I guess--he greeted me with 'This is Chris, I'm the person you asked to speak with') on the phone. Chris was spectacularly unhelpful and just told me that while he was sorry that I was given incorrect instructions to do exactly what I subsequently did, he was not going to do anything to assist me. I informed him that I was officially done with Verizon and thanks to this incident the moment my contract is up on the 5 lines, I will be taking all 6 of my lines elsewhere.

I hung up and called Virgin Mobile. Sure enough, if I DO port the number back to you, I lose the money I have already paid them for service. This makes the 'solution' of porting the number back even more unacceptable... and I then had a new issue with THEM when they mistakenly shut off my new line in attempting to prevent me from losing the money for the new plan because of what YOU are doing to me--which left me with no phone for 15 hours and caused me even more frustation and loss of time.

I am appealing to you to do the right thing and fix this. Immediately. My intent had been to ship my Verizon phone to the family member yesterday, and now I am in limbo, and so is he. And Verizon's staff both caused the problem and were thoroughly uninterested in correcting it. I know very well that someone at some level can fix this problem if the company actually wants to fix it.

I am requesting that you change the number on the contract for the line in question--NOW, not on Jan. 9; activate the Octane that I was using with on that phone line with the new phone number; and remove the early termination fee which you have absurdly applied to my account. Given the hours of my time that have already gone into this, the enormous frustration, and the fact that, again, it was your people who caused the problem as well as made the problem worse by refusing to assist your customer, I am further requesting that a reasonable credit be put on my account as compensation. I have suffered many customer service issues with your company and have never asked for compensation, but I have been pushed too far, finally.

I don't think my requests are in any way unreasonable, and I hope that there is someone in your company who agrees and wants to help. If not, my next letter will be to ask to be allowed to return the 3 phones I never opened from the new contracts I agreed to earlier this year, and release from those 3 contracts so I only have 2 early termination fees to worry about when I cancel my service with you forever.

I went to the Verizon on Fields-Ertel Road near Loveland, Ohio to do a favor for a friend and make a payment on their prepaid cellphone. I was told I needed to use the kiosk machine as the store does not take payments at their registers. I had never used one of these before. It asked for the phone number, the security code, and how much I wanted to pay on the account. I was making a $95 payment and made sure that's what I entered. Then I inserted a $100 bill into the payment slot which was 2-2 1/2 feet off the ground. I then noticed there was nowhere for change to come out. I took my receipt and went to talk to the manager where I was told there was nothing he could do for me. He then gave me an 800 number to call which ended up being an automated customer line. I called the Verizon store back and asked for a direct line to someone who I could complain to. I was told that was the only number I could call and to just keep pushing 0 until someone answered (0 was not an option on the menu). I spoke with 2 people and even sent an email to the verizonwireless.com website.
Today a lady named Deana called, but I missed it. She didn't leave a call back number, but she did send me an email saying that it was clearly stated on the slot where the money was inserted that no change would be given, and on one of the screens somewhere where I didn't notice. I tried to reply to the email, but it was sent from a do not reply address, so I couldn't tell her I'm slightly taller than 2 foot. I don't believe it would be legal for any other store to keep my change without my expressed consent. Honestly the thought that I wouldn't receive my change never once entered my mind. This was a theft pure and simple, but I have no recourse.

We have been customers of Verizon for over tens years. Two months ago, we purchased an iPhone for our youngest daughter and upgraded the service on one the line to include data. About a month ago, our oldest daughter was killed in an auto accident. After taking care of the personal details, we contacted Verizon to request that her $10/month line be removed from our family plan. Verizon's response was to threaten us with a termination fee if we removed the line. Quite apart from the inhumanity of this, the response strikes me as the dumbest business decision I have ever encountered. Essentially, they are telling us that to cancel a $10/month service, we will have to cancel our entire $200+/month family plan. I am interested in hearing the defenders of Verizon comment on this.

On 11/18/11 I received a confirmation order from verizon for fios service, a service I did not order. a work order was isssued by verizon and s & n communications had the gas company come to flag my property and spray paint orange on my beautiful plants. it was left to me to talk with verizon to cancel this order, that they admit had not been ordered by me but they did not know who might have done that. it has taken me a week to get this canceled, damage to my plants and it is hard to believe that washington gas would continue to let this happen.

It everyone so hard up for sales’ quotas that they are willing to commit fraud? I have the work order number issued by verizon and the contact and field name, which I am told is s & n communications. when will someone at verizon take responsibility for their vendors and find out what is going on? I am also reporting this to uppder management at verizon, s & n communications and washington gas, not to mention the better business bureau. it seems to me this is also a legal matter that verizon has to deal with.

The specific issue Verizon support cannot solve with my Verizon iPhone is non-stop messages from its Contact Management add-on despite them turning it off numerous times. Every time I get an email, I get a text message from VZWNMN (6250). This has been escalated to Verizon Tier 3 support (Verizon’s in-house support gurus, the highest level of Verizon expertise to my knowledge) three times over the past 34 days and counting since 21 October 2011. They know exactly what it is but can’t fix it. On the upside, sort of, I have been given a personal Tier 2 support technician (I believe Tier 2 is the highest level consumers can speak to within in Verizon) who has, for the past 15 days, assured me the problem would be resolved very soon. I have lost all hope. In my judgment, this is dismal Verizon iPhone technical support.

One Fix: The good news for those having this problem is that it is SUPPOSED to be fixed by following the same process as can be used by the HTC Incredible 2 VZWNMN issues (meaning the exact some ones) at the following link. However, it doesn’t work (in my/Verizon’s experience) with the Verizon iPhone:

http://www.droid-life.com/2011/06/27/incredible-2-owners-receiving-message-from-vzwnmn-here-is-how-to-stop-them/

Why Don’t I leave Verizon and/or my iPhone? Good question. Here’s my response:

Despite the above issues which are without question an invasion of privacy (I get about 100 emails per day plus, now, 100+ text messages per day at all hours), I'm stuck on a two-year contract with my iPhone, which they won’t let me return as I’m past the 14-day return limit, and my five business lines. I feel helpless with nowhere to turn. I really want this to be known by consumers since Verizon technical support can't fix it, know the exact issue and seem quite comfortable leaving me out there. I'm clearly unable to do anything about it other than seek a way of getting public attention (finger’s crossed). Perhaps this posting will help save you some of the troubles I’m having with my Verizon iPhone by simply avoiding getting one. Don’t get me wrong, I love Apple, the iPhone, and even used to love Verizon, but my sanity and maximum reasonability have been exceeded.

If this sounds like a complaint, then you are likely right. I’m very disappointed. I did remain public-action-free for 34-days. The problem continues but now I feel it important to speak out. If any of you have ideas that might help me, I’d love to here from you at bj (at) fightercombat (dot) com. Thank you for reading.

I have 2 complaints against Verizon. The first complaint relates to overcharges, which is handled by the FCC currently. Verizon tried to overcharge me and is still trying to collect overcharges. Their services were seriously inferior when I signed up. This complaint is still under investigation by the FCC. Stacey McGuire from Verizon's Irving, Texas office replied to the FCC on September 06, 2011. I replied to her letter on September 23, 2011. The case is still open and unresolved.

The second complaint is about Verizon's violation of my privacy. I asked Verizon several times NOT to publish my telephone number and any private information. I had ordered the service for unpublished/unlisted telephone number and personal information when I opened an account with Verizon. I repeated the order again. As they did not confirm, I repeated my order on 9.12.2011, at 2 pm. I reached Monique Hamby at Verizon in San Antonio, Texas, who confirmed that my telephone number and contact information would be unlisted/unpublished effective immediately. To my detriment, I found out today that Verizon listed my telephone number, full name, and even full address in the new phone book. This is a very serious violation of my privacy, suggestive of retaliatory action in response to my complaint. The damage is done. The phone book can not be undone. The damage is very serious. What is the remedy to this damage ? What is the legal course of action in this situation ? Regardless the answer, I am asking you to expose this information to the public, to warn them about Verizon's violation of privacy.

Verizon should be liable for such damages and pay punitive damages. Verizon should also pay for reprinting the phone book after removal of contact information of customers who requested unlisted/unpublished numbers. Such information was added to the phone book by violation of customers' privacy request. Where applicable law permits, additional damage recovery should be implicated. Also, the public should be warned about Verizon's violations of customers' request for privacy. If others have been affected by this, a class should be formed for legal action. How can my personal contact information be removed from the phone book ?

I switched to FIOS and bundled the phone and internet; Verizon promises a $100 VISA gift card for doing so. Verizon sent me a bill on 4-25-11 for $64.75 (FIOS was installed on 4-11-11). I paid the bill on 4-28-11. In October (5 months later) Verizon says I had a past due of $64.75 (which never showed up on any of the bills from April to October) and then they sent a bill collector who called my house 6 times, and has been sending "past due" notices for $64.75. I sent Verizon proof; my bank sent Verizon proof that the $64.75 was paid. I called Verizon, they siad "no amount is due". I called the CBE Group and told them that Verizon said for the CBE Group to just make ONE PHONE CALL TO VERIZON, and Verizon will tell them that the $64.75 IS NOT DUE.
This is Verizon's fault for sending it to a bill collector when they were 100% incorrect. My theory is that Verizon does this (makes up a phony past due) so they won't have to pay the $100 VISA gift card.
I spoke to 3 different people at the CBE Group and they WILL NOT CALL VERIZON, even though this is what Verizon told me to tell them.

I had service with Verizon for my wireless telephones. I had 2 lines. I cancelled my service in the middle the month. However, when qnyone signs up for wireless service, they are charged a month in advance. when I cancelled my service, Verizon woould not give me the credit for the advance payment and in addition they were charging me for the full month service even though I no longer had service with them. I sent them a recap of the charges prorating what I should have gotten back. I am getting statments and harrassing telephone calls up until I had their number blocked. I was getting calls from a collection agency as well as Verizon. When I call them they insist of getting my social security number and I refuse to give it to them when they have all the information from my telephone and account number. How do I get this resolved after 4-5 months of being harassed.

I had posted this under Verizon's community forums and blogs - then I got banned...hmmm...wonder why?

Here's my horrible experience with Verizon...So I have 5 lines on my account and I was getting ready to cancel the 5th line due to non-use...at that time, I was told that I could upgrade to a newer smartphone on that line and transfer that newer smart phone to one of our other lines with a broken smart phone (separate issue, and I don't want to even go into that debacle...). I was told that for $149 I could upgrade to an Incredible 2 and that if I had an old phone (a non-smart phone), I could donate it and get a $100 gift card, so the phone would end up costing me about $50 after the credit.

Wait a minute...I told them that I didn't want to have to pay the extra $29.99 for the data plan on the non-used line because that would defeat the purpose of what I was trying to accomplish...I was told, That's ok, you can just transfer it to another line that already had a smart phone.

Sounded good to me and I verified that the phone that I wanted to donate was eligible...yes, it was...I received the Incredible 2 and promptly switched the phone to another line, per the instructions of the CS rep that told me it was ok to switch the upgraded phone to another line.

This was back at the end of September...I was told that I would recieve an EMAIL with a promo code that would provide me with instructions on how to donate the old phone, and that I would get this EMAIL in 3-5 business days...yep, you guessed it, I never got the email. I called back 2 weeks later inquiring about this on 10/17/11...at that time, I was told that I should have received a TEXT MESSAGE on the line that is still not being used...so I jumped through all of the hoops to activate another old phone on that line in order to receive this TEXT MESSAGE. The TEXT would be sent to me in 7-10 business days...that cs rep, a different one from before, then proceeded to send me a test text to ensure that the TEXT that I was supposed to recieve would go through. Great, got it, now all I had to do was wait for the TEXT to come through.

Today is 11/3/11 and still no text message with a code to donate my phone and receive my $100 gift card! I called VZ and got another rep...except this time I was told that I didn't get the text message because I didn't have a smart phone on the upgraded line...um, what? I explained that 2 other reps told me that it was perfectly fine to upgrade to the smart phone and switch it to another line. The rep told me, "per the terms of the donation program, you had to RETAIN a smart phone on the upgraded line, so you are not eligible" What?!? I proceeded to go into detail of the previous conversations stating it was ok to do so by 2 SEPARATE CS REPS!" All they could tell me is that they were sorry I was given misinformation, but for my trouble, they'd be willing to credit my account for $50 (half of what they originally offered me for the donated phone). I said, "No, that's not the deal that I made because if I had known this, I would have KEPT THE NEW SMART PHONE ON THAT LINE!"

I also pointed out that I was NEVER given these terms in writing, only by phone by their OWN EMPLOYEES! In fact, they never even bothered to follow up with me regarding the escalation filed with the 2nd rep! So how was I supposed to know these terms? Got to a supervisor and stated the whole issue again, and he wouldn't even budge stating that it was my fault for transferring the newer smart phone to line that was not the upgraded line - I continued to protest that I only did so because THEIR EMPLOYEES told me it was ok - In hindsight, I fully believe that they told me that knowing that I would be ineligible and get them out of paying me my $100 gift card...

So, the terms I was given by 2 separate employees was switched when I reached a third...I know that they keep notes on each conversation...this is bait-and-switch, pure and simple...I'm pretty sure it's still AGAINST THE LAW! I intend to contact my Attny Gen's office and file a complaint, as well as take this to the media...After some research, I have found that it is a very common practice for VZ to offer XX amt of dollars, receive a protest only to be offered half of that offer as a magnanimous gesture on VZ's part...This is purely unethical...I urge anyone who sees this, and has experienced a similar issue to do the same thing. They get their claws into you for 2 years and provide shoddy service? Really? a MULTI-BILLION DOLLAR company can't make good on the extra $50 as promised to me and then provide shady details after the fact? I don't wish to pay the cance fees but I also don't wish to do business with an UNETHICAL COMPANY either!

Thanks for listening...

Sincerely,

A COMPLETELY DISSATISFIED VERIZON CUSTOMER!

I received my Verizon bill for my Wireless phone and had 4 charges of 9.99 each. Each of the charges had a NUMBER by it and the lady I conversed with gave me a phone number for each number. I have taken care of two (2) of the numbers by talking with a representative at each place but the last number (72825) I had to go online. I am receiving reimbursements from the other numbers and would certainly appreciate some help in retrevieving charges billed to me in the amount of 9.99 x 5. I gave no authorization for these charges.

on october 19 2011 i contacted verizon wireless because i have the towing service on my verizon cell phone, i called for a towing service to be arranged to at approx 10:00 am they told me it would be about an hour.so my husband and i waited.at 11:30am still no tow we are still waiting i then called back to verizon tow number and explained that no one has come yet, so they check come back and tells me someone would be there in about twenty mins.NOT another hour had gone by when verizon calls me back to find out if the service had been completed, NO i informed her that we were still waiting.they check again come back and tells me that the orginial towing company they called said they wouldnt be able to come call someone else.now im on overload, its raining and cold out.now it's1:15pm we are still waitng, they call another company to come tow us again they said about an hour or sooner, at approx1:50pm a tow truck FINALLY comes only after about four hours.i'am beyond p.o.verizon does not own a towing srevice they have to contract other companys and thats messed up because they maynot have trucks available, the service sucks and i have been paying extra for it on my bill since i was with alltel! which is at least ten years and the first time i use it this is the service i get i don't think so get it together verizon if your going to have this service fro your customers you really need to get the kinks out and come up with a better solution or your going to be losing alot of customers to your so called towing service.signed a VERY UNHAPPY CUSTOMER...

Since we signed up for the triple play package in Septemeber of 2010, the price quoted for a 2 year contract was 109.00
Now over the couse of the year 2011 the prices and been munipoulated and have increased and when we have called they never creditied the account
we are now as of today being told we have to pay 228.00
We can not get any resolution form customer sevice from either directtv or verison about this fraud

When I upgraded my cell phone recently the salesperson convinced me to "try" Verizon's new home service device because it was "free" and would "save me money". I was never told that by taking it "free" I was committing to 2 years. I was also never told of other options to switching (paying outright $130, etc.). After a couple of months I also found out that it was using up my cell phone minutes (I was never told of this little tidbit either) so I ended up with a bunch of overage charges. I'm sure I signed paper work that disclosed all these things but my complaint is that the salesperson never mentioned either of these very important details. Had I know of either of them I never ever would have signed up for it because they could never save me any money with their device. Now I have $50+ in overage charges and a $160 termination fee (and now I know that I could have bought the device outright for $130) and neither customer service or the store/district manager will waive a penny. I even need to add a new line and it just doesn't matter to them even though I have been a customer for over 10 years. I feel I was defrauded and duped.