I have a Jetpack that I use when traveling, and otherwise keep suspended. I last suspended the device on September 26th, and made a note to re-suspend it in December if necessary. To my surprise, I got a bill a couple days ago – the device had reactivated without my knowledge on October 7th, and I was being charged for nearly a month of service that I didn't want.
I called customer support to figure out what happened. The woman I talked with informed me of a maximum of 180 days of suspension in a 12-month period, so my device must have hit that limit and reactivated without notifying me. (Note that this is different from the limit of two 90-day suspensions in a 12-month period. If I had encountered that max, I would not have been able to suspend the device in the first place; this does not explain the mysterious reactivation.) I then looked for documentation of this policy on Verizon's website – perhaps there was fine print I failed to read – but could not find anything.
I then went to a physical Verizon store, and the man I spoke with there found documentation of the policy on Verizon's intranet, and he printed me out a copy. As a customer, however, I do not have access to that page, so that could not have been the specific fine print I agreed to. There are a number of forum posts about this issue:
But these are not service contracts to which I agreed, so I want a better explanation. Notably, the documentation linked in the first post, http://support.verizonwireless.com/support/faqs/MyVerizon/suspend_service.html, makes no mention of the 180-day maximum.
Could someone from Verizon please direct me to the place where I agreed to this policy, or credit my account accordingly?
