Verizon Wireless — extremely unhappy with the service
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 [protected]@hotmail.com. Please help me!!!!!!!