Does anyone happen to have these problems?
I began using Verizon’s phone internet plan and home Wi-Fi service in December, but unfortunately, I’ve encountered several issues that have caused significant frustration. While I understand that issues can arise, the ongoing problems have made the experience less than satisfactory.
Here are of the problems I’ve faced:
Hidden Fees & Insurance Charges: When we purchased the plan, we were not informed about additional fees, such as hidden charges and insurance costs. As a result, our bills were higher than expected. We contacted customer service and they assisted with adjustments, which resolved the issue, but it shouldn’t have happened in the first place and they added insurance without asking us.
Phone Number Transfer: Our phone numbers were transferred from another carrier, and we were told it would take about a week for the process to be completed. However, it took nearly a month, and during that time, our phone numbers were not working properly. We had to visit a Verizon store to resolve the issue.
Activation Fees: We purchased the mobile plan along with three phones, and we were told the activation fees would be waived. Despite this, we were charged the fees, and when we contacted customer service, we were told we would have to call and request the fee waiver ourselves. It took multiple calls (2-3) to finally get the fees waived after like 2 or 3 months.
Internet Speed & Reliability: We were assured that both our home internet and phone service would work well at our address. However, the internet speed has been consistently poor, and it has only gotten worse over the past eight months. The service has been unreliable, and using it has often become stressful. It feels like the service is not up to the promises made when we signed up.
Gift Cards for Phones: When we purchased the service, we were promised gift cards worth around $200 for each phone line. Verizon claimed the gift cards were applied to our account and that we would receive an email confirmation. To date, we have not received any emails or gift cards. We’ve called to inquire, but we’ve received the same response each time, and still, no gift cards have arrived. We started using it in December, we went to the store so many times and still have no answers. We been busy during past months so we couldn't properly contact but it is like 9 months already, no resolvements.
We wanted to bring these issues to your attention, as these ongoing problems are impacting our experience as customers. We switched from T-Mobile because we were told Verizon offered better internet speed and service, but so far, the service has been disappointing both at home and on the go.
I’m unsure if these issues are specific to our account or if others are experiencing the same problems, but we would appreciate some kind of resolution or at least an update on what can be done.
Thank you for your attention to this matter. We look forward to hearing from you soon.
