It is with great disappointment that we express this complain about how frustrated we are with Verizon's customer service in regards of a bill we accrued while overseas. This is in regards of Account Number >>removed<< and Invoice Number >>removed<<. We were in Cyprus from June 28th to July 22nd and also spend two day in Israel from July 9th to July 11th of 2013. We took the phone with us for taking pictures only. While in Israel charging the phone we received a message that we were being charged roaming fees. It was very upsetting because the phone was only for pictures usage and nothing more. We never received any kind o similar message while in Cyprus and the phone was used extensively in Cyprus for taking pictures. We never knew we had to have a roaming plan to use our phone for taking pictures. Upon our return to Cyprus we contacted Verizon by e-mail and let them know that we were being charged roaming fees for charging the phone and we were disputing the charges. When we return to the United States we called Verizon on August 10th and explained the situation and requested to speak to a Manager. The manager promised to us that he would look into the situation better and would get back to us in a timely manner. We never received such a call. Then we contacted Verizon again on August 17th and complained that the previous manager neglected to call us back and again repeated the same story to a new manager, Mariel. Mariel the new manager was not helpful at all, contradicting the previous manager that he could help us out and she was out right calling us stupid that we did not have an international plan. She was not willing to look into our complain at all and kept insisting that it was our fault we encountered those charges.
We have been a loyal customer to Verizon for over a decade. We were never late or fail to pay any of our bills. We have travelled to numerous countries before and never had a problem like this. We have proof that we used the phone for taking pictures in Cyprus and were not charged any roaming fees. We even used the phone for pictures at the airport in Amsterdam and did not encountered roaming fees. We have proof for that as well. Verizon cannot provide us a breakdown of who did we call or internet usage. If roaming charges are applied to foreign countries why they were not applied in Cyprus. Why would I use the phone in Israel and accrue $375 dollar bill and not pay for an International plan. It is not right for being charged roaming fees for taking pictures. We addressed the issue with Verizon immediately and have proof of the e-mails send upon our return from Israel. The first manager never called us and the second manager was not helpful at all. We are not going to pay this bill.
If Verizon has a fair solution to the problem we are willing to hear it. We would hate to leave Verizon after so long. We will be forced to file a complain with the Attorney General. Thank you for taking the time to read our complain and reply to us.
Sincerely
Gisella & Savvas
>>Personal information removed<<
Message was edited by: Verizon Moderator
