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Very Dissapointed With VZW Lately

I will be brief. Ordered a Galaxy 5S Thanksgiving. Online rep said, since I have a 2 year upgrade available, I can order it through my EDGE program, call customer service on Black Friday, and have them change it a 2 year upgrade price. I did that on Friday and the rep kept the price at $0 and even waived the upgrade fee. The phone was shipped super fast and I was supposed to receive it on the 12/1/2014.

Along comes Monday. First, called VZW first to see why phone was being sent back to them, from FedEx. VZW rep said to call FedEx. After contacting FedEx as to why they are returning the phone to VZW, they said it is because VZW asked them to do so. I call VZW customer service for a total of 2.5 hours to try and get this all sorted out. First rep said she would call me back within 30 minutes and let me know whats going on. Over an hour later, I call VZW back because she never called me. Talked to another rep who stated that it was because the first EDGE order was CANCELLED!

Now, the VZW rep says that the 2 year price is $199 and that is what I will have to pay. More holding, holding, holding. The rep even suggested I go into a VZW store or Best Buy to get the $1 pricing for the 5S.

I finally talk to a supervisor and he is telling me I will have to pay $199 also. I mention that there should be notes of the first order being approved as a 2 year upgrade for $0. All of the sudden he says "Oh, I didn't see that". More holding. Finally, he approves the order. But, the phone won't even ship until Friday (11-6-2014).

Then, I check my bill today and see that VZW has been charging me over $20/month for a jetpack that I asked to be disconnected back earlier this year. I called them about it and they say "Well, it was SUSPENDED at that time and we automatically reactivated it". There has been zero usage on the jetpack every month since I "suspended" it. Wow! So, VZW is making off with about $180 by simply suspending a line, when I asked them to disconnect it, and then reactivating it.

I have removed auto pay and paperless billing, needless to say. I thought I could trust VZW. I have been a customer since the early 2000s.

Comments

hawkpacific

I will also mention that I asked the rep if I could receive a partial credit for all the months that I was paying over $20 for the jetpack that was supposed to be disconnected and had zero usage every month. No credit given.

flutterfly8497

With Edge, you aren't getting a phone free...you actually are paying full price ($700 or thereabouts), but with monthly payments. Also with Edge there is no upgrade fee, so the rep who "waived" that fee with your order was not telling you the truth. Verizon won't price match Best Buy or any other retailer, so if you want the $1 price tag you'll have to go to the stores offering that price.

As far as the Jetpack goes, they probably won't give you much (if anything) back. You have 180 days to dispute charges, which wouldn't be an issue at all had you looked at your bills each month. Cancel the line now, take whatever credit they offer you, and chalk it up as a lesson learned.

hawkpacific

Hey I hear you...shame on me for not catching the charges. However, I did indeed request the line be disconnected. They just decided to suspend it instead, and then reactivate it later. No more Auto Pay or paperless billing for me!

Thanks for reply.

hawkpacific

UPDATE:

Phone shipped with 2-day shipping. Will be here Thursday. Good job on the quick ship, VZW.

hawkpacific

Another UPDATE:

VZW gave me 1 month of credit for the line that was supposed to be disconnected.

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