Let me start by saying I have been a happy customer for over 10 years. This account WAS under the name of xxx xxxx as of September 10th. I have never got the chance to switch the account over to my name even though I was the only one using the service.
Although I was a happy customer with Verizon, after this situation I dealt with my thoughts have changed. I waited until my iPhone 4s could barely hold a charge to upgrade knowing I would have to lose my unlimited data. I got a new phone and was told I’d now have 2gb of data and my plan would be the same price. I asked if my bill could be lowered or anything should be changed and was told it looks good for what I use. I never looked into other phone services since I have used Verizon for so long, I trusted the company. If I did I probably would have went with another provider since many of them offer unlimited data for a much lower price. Just recently, after having my new phone for two months, two people I know explained they were offered 6gb of data with the same price I was paying when they changed from unlimited data. They both upgraded around the same time I did.
Thursday August 28th – I called to discuss the opportunity I missed with Verizon max because I was never informed of it. The customer service rep understood and was helpful by explain she would try to get it approved and would contact me once there was an answer. She explained if it didn’t get approved she would CALL BACK and discuss other options. During this phone call she also put me on the account by contacting the Christopher Barbour and approving that I can make decisions on the account. I discussed with her switching the account over to my name completely and she suggested to wait until the issue with Verizon max was resolved.
Tuesday September 2nd – I called because I never received a called back with an update. I was informed that I cannot be informed anything because I was not on the account as one of the managers. I explained that I went through this and I should be on the account, I was told there was no record and I would once again have to have the account manager contact Verizon for me to ask questions. The customer service rep DID tell me that I should have received a phone call back, I explained I HAVE NOT received one. He promised I should by the next day.
The account manager, xxx xxxxx added me online to the account until this issue could be resolved and I could officially change it into my name like the rep suggested.
Thursday September 4th- I called again to check up on an update again since I have never heard from anyone. This customer service rep told me Verizon max was denied and there was no reason why. She said I should have received a call. However I DIDN’T. She offered me a plan where I could pay $10 more and I can get 1gb plus 1gb free. I denied this offer in paying more for 2gb when I should of really had 6gb WITHOUT paying more!!! I asked to speak to a supervisor about this issue since she explained she couldn’t deal with approving Verizon max. She put me on hold, then came back to explain she had looked at my account and for the price I have been paying I should have one more gb! I still refused and ask to speak to a supervisor. I was on hold for 20minutes until I was told there were computer issues and the supervisor would call me back by the END OF THE DAY. Never received a call.
Saturday September 6th – I once again called. I once again explained the situation and how I was waiting to speak to a supervisor. She said the call back was noted on the account. She explained that she’d have her supervisor email the supervisor responsible for calling me. She asked the best times to receive a phone call and stated I should get a call back by the end of the weekend. I told her I can receive a call at ANYTIME.
September Sunday 7th MY FIRST PHONE CALL BACK!!! Unfortunately, it was a recording to rate Verizon wireless customer services. I think you can imagine how I rated. Ironically, the automated service always said there could be a return phone call on how I rated.
September Monday 8th – I called again. This costumer service rep was very understanding with the situation. She offered the same plan I had for a cheaper price of $60. She explain she would mark my file if I decided to go with this plan and also transfer me to a supervisor to see if the Verizon max could still be worked out. After waiting 20minutes on hold I just gave up with this frustrating situation.
Wednesday September 10th- I called back and had the rep look at my account and change it to the $60 plan and had her transfer me to also put the plan in my name.
First I will say every customer service rep I spoke to was friendly and understanding. This issues is with the lack of communication and the lack of following through with pretty much anything I asked. The constant putting me on hold and make arrangements that were NEVER MET. There are plenty other reasons to be highly annoyed with Verizon. The fact that I was never discussed a new plan, Verizon max, from the start. Then the fact that I was told I should have 1gb for the same price I’m paying, well wouldn’t that of been helpful if it was just added to the plan or was brought to my attention in some way? What kind of service is that? Verizon is pretty much just taking as much money they can without informing people of these “new plans” or options or whatever you’d call them. I have told numerous people about this issue and to call and check up on their bill to see what they can save since Verizon WILL NEVER NOTIFY ANYONE TO SAVE AN EXTRA PENNY. ALL of them either saved money (at least $40) or had extra gb added for the same price they were paying. And all of them were extremely annoyed and rightfully disappointed with this service. I will also continue to inform people about this. I should honestly be getting paid as a Verizon employee at this point, because this is something YOUR EMPOYEES should be doing!
As another side note, when I also got my new phone I was never informed of this $30 fee. Go figure another fee? When I called to ask what this fee was for the person explained to me it was for setting up the phone with contacts and pictures. Well it is 2014 and everything is on your icloud so no one sets that up. But then she says it’s for classes they offer for people to learn the iPhone, are you kidding? I’m paying for other people to take classes. Charge them for a class then, not $30 everyone that gets a new phone. She told me to take it up with the Verizon store that sold me the phone because there was nothing she could do, I just paid the fee in June. Once again, another unnecessary charge and another way for Verizon to make money.
I can’t say I’m happy with the outcome of my bill or anything with Verizon. Yes I’m happy to save $40, however I still had to go through 5 phone calls to get there and also clearly have been over paying for this phone service. And honestly I’m still looking in to another service because for the price I can get UNLIMITED data and I can get ALL that from not calling to complain and be put on hold and never receive phone calls back. I can hopefully get good service from a different phone provider.
I honestly never have complain at all or in such length about an issue with any company before. However as a loyal Verizon customer I had to bring this to someone’s attention who may read this or knowing what I dealt with … probably not read it. I do think this is important and should be brought to someone’s attention so Verizon can keep loyal customers happy by fixing the issues they have with the service. I think there are many things they should reconsider to remain a popular phone service for people. The biggest issues would be informing how customers can save money, provide them with outstanding customer service, reconsider all this data charging by just offering unlimited data (like most companies are) and stop charging for ridiculous and unknown reasons. Resolving those issues would really solve every problem.
Thank you for reading
