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Penalty for suspending phone

doctillie

I lost my phone yesterday around 1 PM. When I discovered the loss, I returned to the place where I lost it, asked about it, looked everywhere and then when it was nowhere to be found, I suspended the service online. I didn't have insurance on my phone and didn't want to replace the $300 device if I didn't have to. This morning my daughter suggested that she call the phone from Atlanta and I would try to make sure it wasn't in my car. I went online and reactivated the phone.

Sarah called and there was no phone in the car. So I went back online and suspended the phone again for loss (with billing) - no loss to Verizon.

Today I returned from vacation two days early because I didn't have my phone and I am a psychologist on call for myself during the holidays. I must have a phone to be responsible to my patients.

I went to the Verizon store and was told that because my phone was suspended twice within 24 hours, it was frozen and they would not be able to reactivate my phone until Wednesday (the phone was lost on Monday).

Nowhere on the web page does it say that you will be penalized for trying responsibly to find your phone. I am now liable in the event one of my patients has an emergency and does not reach me. They should, of course, sue Verizon as well if that would happen. It's not likely that anyone in my practice would need me urgently before Wednesday.

However, I strongly object to the fact that there is nothing on the web about their rule about suspending the phone twice in 24 hours causing a freeze on the number. I would never have reactivated and then re-suspended this morning if I had known it would cause this much trouble.

I have been to the Verizon store twice today and will have to go back tomorrow before this is all fixed, if then. I am very frustrated and think the web page should reflect the rule about suspended phones.

Comments

somegirl

I have to agree that there should be some kind of warning. I don't think I would ever suspend my phone more than once that rapidly, but anytime something you're doing could have a negative effect on your account, there should probably be a notification.

gwynvt

You are absolutely right! It certainly should be made clear on line and anywhere else you are able to suspend or reinstate the service. If you did it over the phone with a representative they should inform you of this as well and probably do. It seems obvious that you weren't trying to get away with anything you were just being responsible by suspending the service so no one can run up charges and then cleverly looking for the phone by calling it. It never would have occurred to me to suspend and re suspend. Kudos to you and your daughter for thinking of it. It's a shame Verizon doesn't seem to be able to flex with the circumstances..Seems to be what so much of society has come to, less personal and more blind blanket rules. I'm sure there is a good reason for their basic rule but there is sure to be good reason to bend it at times as well, it's the human factor.

Good luck and thanks for sharing.

cstrait001

It has to do with VZW's billing system. There are only so many account changes made in a day/month in can handle to bill you, the customer, correctly. For suspensions, although you may suspend the line twice in one day, you can only restore it once in a day. At midnight, the service could have been restored by VZW future dating the reconnection order for you.

Yes, you were inconvenienced and possibly so were your patients. We all get inconvenienced by circumstances out of our control. You vented here and hopefully you feel better. Maybe someone at VZW read this feedback and might do something about it.

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