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Poor Customer Service is about to cost Verizon $3,000!

I spent over an hour on the phone with Customer service from France. I have two lines in the US. I signed up one line correctly for international dialing to France at a cost of $.17 / minute and my other line I did not choose the correct dialing plan and ended up paying $1.69 per minute. This error cost me an additional $285 last month. It is clear when looking at the timing and my actions of my intent with regards to signing up for the plans. No one at Customer service was able to give me credit for the $285. I have been a Customer for over two decades and easily spend over $285 per month. Either I am given a credit for $285 or I take my business elsewhere. If this has not been resolved by the time my bill is due in early March, I will also ask my company to reconsider its long term agreement with Verizon as well on the grounds of incompatible values. Sincerely, Mike

Comments

unknown

Because you didn't choose the correct plan and paid more you expect Verizon to give you the money back?

That is not going to happen. It was your mistake not theirs. You have to take responsibility for your own actions or omissions. You cannot blame the cell carrier in this instance.

Good Luck at your new provider.

flutterfly8497

You really can't expect Verizon to know where you plan to use your phones...if you took one phone overseas, and the person using the other phone did NOT leave the U.S., or call any international numbers, but Verizon put the international plan on that line, you would be here saying Verizon made an unauthorized change to your account and demanding a refund and/or compensation for your time and trouble. Like Elector said, you made a mistake. Own it. This is not an issue of incompatible values; you failed to put the proper plan on the line. Any other provider would say the same thing. No cell phone company is going to read your mind and know what you intended to do.

unknown

YOU made the mistake and you are blaming Verizon? Go ahead and tell your boss you should switch from Verizon because of mistake YOU made. I bet those that run your company know that it's not Verizon's responsibility to correct your mistake. Why? Because they also run a business.

jroeder

Mjungar wrote:
I spent over an hour on the phone with Customer service from France. I have two lines in the US. I signed up one line correctly for international dialing to France at a cost of $.17 / minute and my other line I did not choose the correct dialing plan and ended up paying $1.69 per minute.You said it yourself, YOU DID NOT CHOOSE THE CORRECT PLAN This error cost me an additional $285 last month. It is clear when looking at the timing and my actions of my intent with regards to signing up for the plans. No one at Customer service was able to give me credit for the $285.Obviously nobody in customer service will give you a credit for a mistake you admitted to making! I have been a Customer for over two decades and easily spend over $285 per month. Either I am given a credit for $285 or I take my business elsewhere.Take your business elsewhere becaus there is no possible way they will credit you for YOUR mistake. If this has not been resolved by the time my bill is due in early March, I will also ask my company to reconsider its long term agreement with Verizon as well on the grounds of incompatible values. Sincerely, Mike

All three members before me already told you this but I thought I would point it out in your text.

You choose the wrong plan and were charged for it. That is your mistake so you need to man up and pay for your mistake.

You're not getting the credit so good luck with your new provider

P.S. Whichever provider you choose, will not credit you for your mistakes either

Mjungar

Clearly, all of you are part of the Verizon love fest. I should have anticipated your responses. If you look at their website where these plans are selected, it is confusing at best. Obviously, I am accountable for my bill. Most companies try to address their customers concerns,

flutterfly8497

I wouldn't call myself part of the "love fest" but I would count myself part of the "accountable for my own mistakes" fest. You made a mistake. It happens. What I was trying to convey is that your demand for 100% credit or you are taking your account elsewhere is unreasonable. Did they offer to meet you partway? Or did you demand full credit and nothing less? No other company is going to bend to that kind of demand. Trying a bit of humility and tact may work wonders for you here. You are NOT getting full credit. However, I have found that being polite and owning my mistakes typically is met with a little more flexibility.

Try to put yourself on the other end of the call. Would you be willing to help someone who is angry and confrontational, or would your defense go up? Having worked in telephone customer service for a residential phone company, I know that when a customer is nasty and insulting I was far less likely to compromise a solution. Is that ok? Probably not to the customer, but it is human nature. Regardless of what you do for a living, the old adage is true..."you can catch more flies with honey than vinegar." If catching flies is your thing, I suppose.

unknown

Mjungar wrote:
Clearly, all of you are part of the Verizon love fest. I should have anticipated your responses. If you look at their website where these plans are selected, it is confusing at best. Obviously, I am accountable for my bill. Most companies try to address their customers concerns,

If you want to say 2+2=5 and I tell you it's 4 I am not having a lovefest for 4. I'm just telling you the truth. Just because you don't want to accept that doesn't mean I'm biased towards 4 or I am pro 4. It means I accept that 2+2=4 regardless my feelings towards 4.

Mjungar

I remain surprisesd that no one from customer service has jumped in to even ask me about my difficulties in signing up for their plans. One would think when a customer says he is planning to leave, there would be some interest in discovering that customer's concerns.

unknown

Look you had an issue. It was addressed. You made a mistake. No verizon is not going to beg you to stay. They are not going to remove all that money you made the mistake on.

You can keep asking, but it will not happen. The other carriers may be better for you. Just check out their services.

If not you stay with verizon.

It really is the only choice.

Good Luck

HappyHelper

You stated pretty clearly that either you get a credit or you leave. You won't be getting a credit so why should they waste time on someone who is no longer going to be a customer?

Ann154

Mjungar wrote:
I remain surprisesd that no one from customer service has jumped in to even ask me about my difficulties in signing up for their plans. One would think when a customer says he is planning to leave, there would be some interest in discovering that customer's concerns.

The VZW reps only respond to discussions marked as unanswered questions. Yours, unfortunately, wasn't marked as such. Also don't bother re-posting it. Duplicates threads aren't allowed either because of the Terms of Service here.

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