About 7 months ago, I sent this letter to VZ:
VZW Executive Relations Team
7600 Montepelier Rd
Laurel, MD 20723
October 20, 2017
Subject: Billing Dispute
Account Name: Mark
Account Number:
Billing Period: Jul 23 – Aug 22, 2017
Executive Team:
After five different phone calls, averaging anywhere between 30-60 minutes each, I have been directed to write a letter to explain my dispute. I will try to be as succinct as possible, with the bullets below:
- Middle of July billing period, I receive a text from VZ offering me the option to add additional GB of usage to avoid paying overage costs for that given month.
- I call, and after a very clear explanation and understanding that the only additional costs/fees that I would incur for that cycle was the $10 for adding the data, I agree to the charge.
- Next bill ($201+) shows a +$70 increase from the usual $127.
- I call, a representative explains to me that when the data was added for that given month, my plan had assumed all related taxes and fees for plan change. I explain that I never asked or agreed to a change in my plan. She seemingly understood the scenario, and after an hour of her working to right-the-wrong, she assured me that everything was “fixed” and that erroneous charges had been taken care of. The suggestion was to call back before paying bill to see if the excessive fees had been taken off, or if I should pay the $201 and then have the surplus credited to my account for the following month.
- As statement date nears, I call back to inquire of how I should pay. I had to re-explain the whole scenario to multiple representatives. Suggestion is to pay the $201 and that the account would be adjusted after-the-fact.
- Next month’s bill comes and account has not been adjusted.
- I call VZ and have to re-hash the entire story to different (3rd) rep. I get transferred to a “supervisor” where I have to re-tell the entire scenario again. She ultimate apologizes by saying that she understands where the mistake has happened (the purchase of the data sparked a plan change -that I never agreed to or was informed would happen). She says she cannot credit anything and puts blame on me for missing an email (that was sent to Junk) regarding the change to my plan.
I have been a VZ customer for over 15 years. I have paid all of my 180 bills on time, in full, every month. The initial operator’s error, in either not knowing how the purchase of data would affect my account, or not highlighting the known ripple-effects, has not only cost me $70, but has accumulated into the equivalent of an entire work-day for me to attempt to recover it. I’ll never get that time back. How much is a day worth to you? It’s sad that I have to jump over these excessive hoops to remedy a seemingly easy fix. When I looked up contact information, I found the VZ credo, “We stand for integrity, respect, performance excellence and accountability.” Unfortunately, but objectively, I truly have experienced the exact opposite for all five descriptors during this scenario. I can only hope that your self-proclaimed code of ethics and core values guide your decision-making related to my situation.
Your timely response is appreciated in advance.
Regards.
Mark
...Not only did the above letter fail at recouping my overage charges, it didn't even spark the courtesy of a response?
It's pretty disgusting.
