I have been with Verizon for over 9 years. I have one smart phone line and one easy flip phone for only talking and texting for my sister who has a mental disability. I called on June 29th to see if there was a better plan for my needs. I had been grandfathered into the 5 gig monthly plan because I have wifi everywhere I go so I never used that much but thought I woukd still ask. The CS seemed antsy to change my service even though I knew what I had was not a bad plan but just wanted to inquire. Sure enough, he reviewed with me and stated that I woukd save on my bill by switching plans. I informed him to make sure that my sister's simple flip phone needed to be unlimited talk and text and he assured me that it was. Well, this switch happened to be in the middle of my plan cycle so the bill did go down for the next bill. Following month, my bill went up from $95 to $397!! My bill was due on 9/8, so I called on 8/21 to start the process of reviewing my bill because something is terribly wrong. Spoke with a CS guy named max eho assured me that they would Credit the difference. Come to find out that my sister's simple flip phone did not have an unlimited talk and text plan and because she lives in SW Detroit, her phone kept pinging off the Verizon Canadian tower as if she was making international calls. I informed the CS rep of this and he said it would not be a problem. I clearly should've just stayed with the plan I had before calling on 6/29 but the other rep had me change it to supposedly a better plan. I then asked if I could just go back to the plan I had and they said because I was grandfathered in, and plan is no longer available, so I cannot switch back. I never received further feedback and my bill still showed that $397 was due on 9/8. I then went into a Verizon store for assistance on 9/5 and the store manager called Verizon CS to assist me (he agreed that this is not right). We were on phone for 1.5 hours and Verizon stated that they would credit me for the difference. On 9/8, I called CS again because my bill was due and still not credited. I spoke with another CS person named Anj who promised that I woukd be credited for the difference and that I only needed to pay my normal $95.34 and it woukd be fine. I paid this amount and she stated she would call me on Friday 9/12 at 1pm to confirm everything. I was off work today and waited for her call and there was never a call from Anj and my bill now said I was past due for $302. Spoke with another rep who informed me that they will not be crediting my account and that I needed to pay the remaining $302. I told her that I wanted to speak to a supervisor or manager, and she said he would call me back by 3:30pm that day....no phone call!! I'm tired of their lack of response and tomorrow 9/13, I am switching to another provider!! I've wasted at least 4 hours of my time trying to resolve this issue, and Verizon does not care about customer service, or their loyal customers, and is only interested in short term money rather than keeping a long term customer! Worst customer service ever! Where is there quality team who works on keeping customers?! Bye, Verizon!!
