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Overbilling for international plan

Be careful when signing up for the travel pass!!! Verizon keeps charging me $100 extra each month for an international plan that was supposed to end October15th 2023. They don’t honor the stop date you set in the app when you first sign up for the plan.. Apparently you need to officially say tell Verizon want them to stop it or they will keep charging you forever! An agent said they would refund me $100 for the month of December but is refusing to refund me for the other months. Is there any way to resolve this or should I just use a different phone service? I’ve been a customer for over 10 years, but I’m tired of the lack of support

Comments

Verizon_Support

Marlesmakeup we are sorry to read that you are expreienceing billing concerns after your recent travel. We are here to help. Travelpass is a feature that is billed based on days of usage. Based on the details you've shared, it sounds like your account was signed up for a Monthly International Plan. There are 2 options when selecting the Monthly Interational Plan. The first is a one time bundle and the second is a bundle that bills monthly until it is requested to be removed. Do you recall which option was selected for your account when it was added on the app?

https://www.verizon.com/plans/international/international-travel/monthly-plan/

-Andi

3Mastiff

We have a similar issue. Took 4 phones to Europe for a two week international trip. Two were signed up for limited day international plan. Two were signed up for unlimited. We are not frequent international flyers so this is a once a year thing at most. When we returned from the trip we called Verizon and the CSR was less than helpful, and they actually hung up on us after more than a half hour on the call. We requested the two international plans be cancelled and thought they were. Call to Verizon shows on that August bill. More than likely the CSR compensation plan is the culprit - meaning the reps are penalized when services are cancelled. At least this is what we’ve heard from local Verizon employees. We called two other times since then, and the two international plans were just removed last month. Here we are nearly 9 months later and we still have charges for 8 months $1600!!! So we started looking for the Verizon VP/Director in our region and it’s almost like they are non existent. CSR reps will not escalate to the proper management to resolve the issue. I’ve been with Verizon since the 1990s with 9-10 devices on the account. Deplorable customer service at best.

SynthpopAddict

This is just plain horrible. Unfortunately, this thread isn't the first time I've read of the international service plan seemingly never going away. Whether it is because CS reps are getting dinged somehow if they have to cancel a service so they then pass the buck instead, or because the system is messed up where the international service plan can't be cancelled correctly - in either case, Verizon just needs to do better! It's completely unfair to a CS rep to be negatively impacted if they disconnect a service; that person had nothing to do with a customer's decision and is only answering a call. If the problem is the latter one, makes you wonder why a large company can't get their act together.

For those who are having trouble getting refunded when the international plan keeps coming up like a bad penny every month: If Verizon can't resolve it, you'd have better luck filing a complaint with an outside consumer protection agency.

3Mastiff

So we’ve been trying to cancel this plan and receive a refund for two phones since August 2023, totaling $1200 in overbilling. Countless calls, texts, emails and zero accountability from Verizon. The last few days we’ve used the chat system to see just how many different responses we would get…the following were sent:

1) because the bill was paid each month via an autobill to a credit card - the charges are valid (um, no that’s not how things work)

2) they offered 30% refund

3) offered $600 refund

4) unable to view call and chat communication history (who is the cellular carrier here?)

So after spending around $95K the last 16-17 years with Verizon…looks like the last recourse will be to port 10-12 devices over to another carrier.

At first we were shocked at the entirely unprofessional and incompetent customer service response, apparently it’s something that’s very common with this company.

SynthpopAddict

@vzw_customer_support
can a user cancel the monthly international service through My Verizon > Account > Plans > Add or remove perks? It took some fishing around on the website to even find there are different options for the international plan where one is a "one-time use" thing and the other is a recurring monthly subscription. I tried to find some explanation on how one could cancel the monthly service if accidentally signed up for, but it's rather confusing?

Verizon_Support

3Mastiff, the last thing we want is for you to have any problems with your international plan. We don't want you to be charged for a plan you don't need, and we're here to help. We appreciate your long loyalty and truly want to make sure we find a solution here. Please be on the lookout for a Private Message.

~Jesse

3Mastiff

Haven’t seen any solution yet….

Gticarlos2003

I’m a 15 year customer and I just found out that I have been getting charge for the international plan for over a year when I had set the end date to be for only 1 month. I’ve read some of the comments here and hopefully they take care of this if not I will definitely be looking to transfer elsewhere. This is ridiculous

Verizon_Support

We know it's important that you have the plan and account set up with only the features you need. We are sending over a private message so we can take a look at the plan with you.

-Meg

Gticarlos2003

I’m might just start looking elsewhere and I suggest others do the same, Verizon is just not the same as it used to be. It has been 3 months since I contacted them twice about giving my money that they overcharged on my account and I am still waiting to hear back.

lmp94

This also happened to me! I purchased a one-month only international plan when my husband and I were traveling to Italy for two weeks. It blatantly states on the Verizon monthly bill "One-Time Charge, One Month Only International Plan). I recall choosing the specific start and end dates. Nowhere did this mention that it would automatically transition to a recurring monthly charge. This is complete misinformation. My family have been loyal customers with Verizon for 20+ years, so Verizon has been continuously charging us an additional $100 for absolutely no reason as we have not traveled internationally since. We have called customer service multiple times, were told that they would submit a ticket and get back to us in 5 business days but there has been no further communication. We are seriously considering switching cell providers after this egregious situation.

Verizon_Support

Hello Imp94, we want to help review your monthly international plan. So, we can better assist, we will be reaching out via Private Message.

-Sarge

schildress65

I’ve been hit as well, I had just started a new plan with Verizon and two months later went to Europe and did the limited one month international plan, you know billing cycle is crazy for the next few months and when it settled I thought nothing of it. Well now I notice I’ve been paying for that for 2 years!! That is $2400!! Shame shame on Verizon for 1) not turning it off like it was setup and 2) not warning me that it was still active!! Been a customer now for almost 15 years, might be time to give T-Mobile a look…

Verizon_Support

schildress65 Thank you for reaching out about the international billing issues you had. This is not the experience we want for anyone. We will be sending you a PM to discuss this further with you.

-Harry

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