I have had a Family Plan with Verizon for 7 years. This includes 2 children (now 22 and 21). Recently my daughter's phone was stolen. She went into her local State College Verizon store the very next day and reported that her phone had been stolen as she shopped for a replacement. I was not in the position to immediately replace the phone; consequently she was without a phone for a month. During that time the person who had stolen her phone uploaded numerous games and ring tones that resulted in a November telephone bill that doubled my usual bill. When I called to request that these charges be removed, I was told that the phone was NOT reported stolen within the required 48 hours thus I would be responsible for all charges. Had my daughter been experienced enough to request written confirmation that a hold had been placed on her number, I would not have this huge bill right at a time when tuition is due for 2 children, their rent is due and I have Christmas expenses to recover from. Additionally, it would be so very nice if Verizon had a mechanism for considering extenuating circumstances, particularly among parents with young people that are often not as responsible as they might be. I know that Verizon use to be more customer conscious...I guess this is a new day at Verizon...which makes me sad.
