Two months ago my wife and I decided to add a jetpack to our account. We also upgraded to 50 gigs from 20. I was informed at the time that our bill would increase to around an average of $325. That was all I was told. We get our first bill and it went from $145 to $688! We were very busy that month and I tried to resolve the issue with our store rep but just went back and forth for a while playing phone tag. We get the next bill and it is $460. Something is seriously wrong so service rep says to call into Verizon customer service.
I call into Verizon and first service rep was nice enough but said he couldn't give me any account info because my name wasn't on the account (I use a business account number). He tried to call my wife while I waited on the line but she didn't answer so I had to hang up and call back in when she was ready to answer and give authorization. So, talk to her and then call back in. I explain it all to this rep and she doesn't say a thing about me not being on the account and proceeds to get into what happened. Okay, so this is the first thing Verizon. Why do you allow your reps to do what they want?? So one rep says he can't give me info and the other rep has no problem with it. What's up with that? You should be consistent.
This rep proceeds to tell me that the reason we got billed $688 is because the new 50 gig plan is actually $375 and not what I was quoted. Also, because we changed our account in the middle of the billing time frame they charged us for the old plan and the new plan. Also, they charged us for an entire month of future service. Along with a $40 service fee that all adds up to $688. I did not authorize and was not informed that 1) the amount for 50 gig is $375 (I was quoted $250) and 2) that they would charge me for a whole month in advanced. Okay, so it's the sales reps fault. I get that, but there is more to this if you ask me and this is why I got so upset.
1) I asked if I were to quit Verizon right now would I get that money that I paid in advance back? The answer was no. Well then it isn't charging me in advance it is just STEALING from your customers. If you won't give that PRE PAID money back if it isn't used then it isn't pre paying now is it? That's just wrong.
2) If you are going to charge me for my new account amount right then, then you need to credit me for the rest of the month's old amount. Which they did in the amount of $90. Okay, great, but what about the old accounts prepaid amount?? Nope.They did not credit me the month in advance that we paid for the old account. Again, that is THEFT. How they get away with this is beyond me.
3) The worst part about it all is they way the customer service rep treated me. She was RUDE. She has absolutely no business being in customer service. She immediately took a tone with me. She could not understand my point and would not even listen to what I had to say. Once the conversation got a bit heated (no cussing or anything like that) she put me on hold and didn't come back. Who does that Verizon?? Who are you to decide to put me on hold and leave me there? So I waited. For more than 20 minutes while I did other things. Then another rep gets on the line with immediate attitude and asks me how she can help. She acted like I just called in but it was obvious she had spoke to the other agent. So I explained that I needed to confirm my account has been changed from 50 to 30 gigs as requested. She asks my name, with derision and attitude, and then says, oh, you don't have access to this account. I said you can call my wife and she will give authorization and then she proceeded to lie to me and say they don't do call outs. Really? Because the other rep tried to call her three times on a "call out" and I told her that. After catching her in a lie, which she didn't appreciate, I asked to speak to a customer service manager. She said sure and then put me on hold forever. I waited for 30 minutes and then hung up.
To all Verizon managers: Why do you hire people like this and why don't you train or care if they treat your customers like this? Just read the comments, it's story after story like this. You have horrible reps and just a horrible culture at your company. You should start listening in on the phone calls and clean house. Get rid of the bad apples. If you'd like to listen into my call, I called in on 9/25 at around 1:00 PM.
Finally, as it turns out, I am the manager of a $5000/month Verizon account for my company. I have the power to switch carriers and do whatever I like. I'm still trying to decide if it's worth the trouble of switching carriers over the mistreatment of me and my wife's personal account. Everything tells me to drop your company.
