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Why did my bill increase without notification?

I received a bill that was $20 more than what I normally pay. I contacted Verizon, and I was notified that this was due to my unlimited data plan. I informed the representative that I did not receive any communication concerning this. Verizon sends automated communication each month, but they can't send communication on changes that affect customers? As a customer, I should have been allowed the option to choose to go in this direction or not. No options were provided. The representative told me that my plan was "grandfathered". So if that is true, then why was a change made to my plan. He then says that "Verizon" was waiting for customer's contracts to end that had unlimited data. Now, again, if that was true, then why didn't this change occur over 3 years ago, when my plan ended? Or the 4 years before that when I purchased the phone at retail and wasn't under a contract? When I spoke to someone else, he wanted to convince me that this was better as I had the option to upgrade and not lose my plan for unlimited data. I stated to him that I feel that if my plan was modified by Verizon, then the hotspot that I currently pay for should be included in my plan, as it is with the other plans. He too then states that he can't because my plan is "grandfathered". That just doesn't make sense to me. So one aspect is "grandfathered", and another aspect isn't? It is "grandfathered" when it benefits them. So my plan is "grandfathered", which apparently isn't true, and Verizon was waiting for me to not be under contract anymore, which also is apparently not true. So why the change, when the logic in what you are telling me isn't there? And there was no effort to satisfy me as a customer (no credit or anything since I didn't get notification). For me to pay $180 for my plan with the now $20 extra and the $30 for the hotspot that everyone now gets added, is ridiculous, and this is on a single line. I can go to another carrier and get more for less. I simply wanted the hotspot added into the plan, that they already modified, but it is "grandfathered". Again, just something to say for their convenience. This is completely unfair and not worth having them if they don't communicate or work to satisfy customers (longtime customers). I have been with Verizon for many years, and have purchased many phones at full retail because I didn't want to lose my plan (and definitely didn't want to pay extra). This is just completely and utterly unfair, unjust, and unsatisfying.

Comments

Momma23dogs

Everyone was notified on their bill on if they logged into their account.

BUt no one really ready their bill anymore do they?

You clearly don't understand what your "grandfathered" status means. It means you are allowed to keep the plan you signed up for 3-5 years ago, with unlimited data, no tethering and limited talk and text. However, there has not been a contract offered for that plan in over 5 years and all contracts expired at least 3 years ago.

Verizon has the right to increase the price of a plan, change a plan or discontinue a plan.

You don't have a choice in the new price, but you can always change you plan To the new Verizon plan If you don't want to pay it.

Momma23dogs

FYI other customers are paying $50 a month for 5 GBS of data and $20 line fee and still have to buy their phones at full retail.

VErizon waited for the number of unlimited plans to end on their own. Now under 11% of customers, they decided to pull the trigger, knowing customers would pay or switch. Either way if fine with Verizon, but you might want to look at your data use and price of data with other carriers that cover your area.

ThoroughlyUnsatisfied

So again, you validate my point. If YOU yourself say that people don't read bills anymore, then another method of communication should be required. Technology is evolving. I don't have to log into my account, as I pay it via #768, and it is the same every month, until this month. Now you said the plans expired 3 years ago, so that would mean this change "should" have taken affect then, but it didn't (that is if they were "waiting for the contracts to end"). I have had this same plan for well over 8 years, and again, there wasn't the appropriate notification with the evolution of technology. And as for grandfathered, if I am told by a representative that if I modify in any way, then I lose the "grandfathered" aspect, but Verizon can make whatever changes they can, and it doesn't make the "grandfathered" aspect invalid. Hmmmmm...that of course doesn't make any sense to me. As I mentioned, if you are going to change a plan to accommodate the increase in data usage because of the Applications, as I was told, then make that plan fall in line with others, which was a big part of what I was saying. If all other plans now have hotspot included, and you essentially modified my plan, then there should be a give and take. Apparently you work for Verizon, which would make sense with why you would comment the way that you do. Either way, like you said, customers will either pay or leave (me)!! Thank you!!!!

Ann154

So you don't bother to check your bill every month and just pay it automatically?

ThoroughlyUnsatisfied

You would be correct, because it HASN'T changed in ALL of the years I have had the plan or the carrier. Any change, like this one, is easily visible. With your question, then why do they send out an automated text telling you to view your bill if it is just going to come in the mail or via email? Why send me a text to verify that I have submitted a payment? Or why send an email that my bill is late, especially when one knows that they haven't paid it? Yes....why send out ALL of these reminders that one is completely aware of? All I am saying is there could be another form of automated communication when changes are made!!! Be consistent!!

kaebfly

It may have been nice for Verizon to notify in multiple ways but they aren't required to. Just like customers aren't required to read their monthly bills but should knowing that every bill includes notes about upcoming changes, specials, etc. If you as a customer don't bother to review their monthly bills (trust me, it doesn't take long. It actually takes you more time to make a payment on the website than it does to review the pdf bill) then you opted to not review notifications that occur. This is true for any company whose bills you don't review every month.

And no, before you accuse me too of working for Verizon...I don't. I do however make it a priority to review my bills for everything so I can make sure no erroneous errors occur...because they sometimes do. It would be great if Verizon would allow us to get free hotspot on the unlimited plan but I don't see it unless they increase the price some more and then call it free. Technically you're wanting a $29.99 feature (hotspot for us) for $9.99 less a month. As much as I would love to see that happen I know realistically it probably won't or it would defeat Verizon's purpose in increasing the unlimited data price.

Now if you weren't notified at all (including the notice that was on previous month billing for most people) then you may be able to request a $20 credit for one month...it would be easy to prove that the notification wasn't in your bill. Otherwise there isn't much you can do at this point except decide to keep unlimited and pay the increase, look into a tiered data plan option, or look into other carriers that may fit your needs. Not the answer that makes most happy but it's what we have available to us.

ThoroughlyUnsatisfied

I completely understand your eloquent response. It's interesting that you mention other companies, as I normally get a phone call from mine (car payment, insurance, etc), but I am sure that is not the case for all. And I also understand that we should do our due diligence and review our bills (just my comfort as it hasn't changed in 8 years). I still state and stand by the fact that, for Verizon to avoid missed communication, they should utilize the same automated system they utilize to communicate reminders in ALL other areas, all surrounding the same bill that you reference. But again, I do understand where you are coming from. Thank you

Momma23dogs

They notified you, they aren't required to make you read it too.

I Don't get the fuss. Either it's worth it to you, or not.

Verizon could just end the plan entirely. They could have ended or raised the price 3 years ago.

If you aren't using enough data to make the extra $20 a month worth it, then price out the new plan, or a new carrier.

Its the beauty of the free enterprise system.

unknown

I completely agree with you. The same people who are screaming switch plans have seen their talk and text plan go down tremendously while having free hotspot. For customers who have unlimited data with a hotspot they are paying 60 per month plus 40-90 a month depending on the talk/text plan they have....150 plus taxes. Unlimited plans were already paying their fair share of the overall cost to have Verizon Service. Now adding an additional $20 to the bill is ridiculous.

Yes those on tiered plans had a specific amount of data but we essentially had the same thing with the talk an text unless you have unlimited. The bills charges were just reversed.

Yes it is very feasible to have a bill that is essentially similar to an installment loan and not check your bill. If you have a car note or similar installment loan many people do not read the bill monthly.

I agree with you, Verizon has evolved to notify customers every possible way with minor things. Now this major change and as I was told it is on page 6 near the bottom of most people's October bill.

It seems like something strategically done, knowing that a lot of customers do not read their bills. I have never had any major notification from Verizon sent to me via my bill. I have always received a text message, email, or notice in the my documents area of my online account.

kaebfly

Maybe it's because I don't have any notifications set up on my account but I don't get text messages and emails for everything like you are saying that you do. Only time I've ever received a text was once when I was late making a payment after my car accident. Just some perspective as far as knowing that everyone doesn't get contacted by Verizon in multiple ways unless they have those options selected in their profiles.

I have an unlimited data plan so I'm not one of those people saying switch plans while benefiting in the way that you think anyone saying that must be. I say it because it's true and it's an option that may actually work out better for some. I use my data so I have no problem paying the increase...because I'm not comfortable with the alternatives. But I have a few other options for my situation. I can opt to drop down a plan to essentially get back to what I have been paying all of these years (still have a nationwide plan and the option to drop down still shows in My Verizon). I don't use the minutes so it wouldn't hurt me to do it. I could opt to drop the hotspot feature...although I actually use it so I'm not sure I'd do it. But if I didn't use at least 14 GBs a month I would probably switch plans because it would be cheaper for me to do so.

jls667

The same things happened to me. I was just about to write my experience this weekend, but you beat me to it. I am just as annoyed as you. Verizon gave me a small credit, but by the time I found out about the increase 1.5 months have gone by. If I had read my last bill very carefully, it did mention the increase, but there is so much garbage on the bill to read it all. Verizon was just trying to hide the increase. It could have been sent out as a separate letter. I finally gave up my unlimited data after all these years because of this. It looks like T-Mobile has some good plans for less. If I do happen to go over my data plan, T-Mobile will throttle the speed instead of charging extra. For the time being, I am on a limited data plan. It is interesting to me that Verizon would not back date my change to the beginning of my statement date. Verizon only does this when the price goes up.

kaebfly

Maybe a different rep would be willing you back date your change? I've had them back date decreases in the past (it's been a long time though). I once thought about switching to T-Mobile but my test drive was eye opening. Data throttled a lot sooner than they claimed (basically it throttled 2 GBs in when they claimed it wouldn't) and service in general wasn't great in the places that I needed it. Hopefully for you it would be a lot better than that but in my area T-Mobile isn't the best if you need it to work in more than a few places. And their throttle speeds are a pain. Of course, if you tend to be on wifi more than not that won't be an issue.

unknown

It should only be on your bill that came out November 15 or later. It should not be on 2 bills yet. Call back explain the situation that you were not aware. A rep should at least give you a $20 credit for the first bill to come out after November 15th. If you have the increase on 2 bills that should be corrected in general.

unknown

All cell phone service depends on your area. I have friends who moved to North Carolina. I had previously spoke so highly of Verizon, that when they moved they got Verizon service.

They had a horrible cell reception service experience. Their phones would drop calls, they wouldn't get certain calls, etc. The coverage was just awful. It was so bad that they simply could not keep the service. They ended up moving to Sprint because after speaking with neighbors, they found it was the best cell reception in the area. Yes you read correctly Sprint was the best cell coverage in their area.

Talk to others in your area and find out their customer experience with other carriers. Both as far as coverage and as far as customer service. In my particular area T-Mobile works great, I have several friends who have that provider and they have 0 coverage issues.

chris1060

I would be happy to pay $49.99 a month for unlimited data. Even $79.99. It seems that some people just can't be pleased.

unknown

Would you be pleased to pay that when you already pay $90 per month for unlimited talk and text?

This conversation needs to be put in context....unlimited users are not just paying $50 for data they also have are paying $90 for unlimited talk and text. So the bill is actually $140 plus tax not just $50 for unlimited data.

unknown

add an additional $30 if you want to share your data with other devices so you are talking about $180 per month

unknown

This entire unlimited data discussion needs to be put in context.

Unlimited users are not just paying $50 for unlimited data. If they have unlimited talk and text they are likely paying an additional $90 per month. So the bill is actually $140 plus tax not just $50 for unlimited data. If they want to share that unlimited data add another $30 to that cost. $180 just to have unlimited talk, text, and data. Some plans are slightly cheaper but you are talking about a total of $130-$180 and those cheaper plans have limited talk and text.

So please stop with the foolishness of I will be happy to pay $50 for unlimited data. Unlimited data comes at a high cost not just what you see on the surface.

Leper

So Dam Dissapointed in Verizon Again. I'm Angry! Had to edit for language lol, I didnt even realize they were bad words.

chris1060

I pay $134.49 a month for unlimited talk, text and 12gb of data. My point being, if it seems too high, there are other carriers out there. You pay for what you get. Not a Verizon fanboy, but I am a very satisfied customer. There are many people that would gladly pay $140.00 a month to have an YEP. unfortunately,I switch to Verizon after they done away with the unlimited data. one Verizon finally does get rid of unlimited data, them there will be a a lot of whining. of course this is my two cents, but take it as you choose.

unknown

140 a month gets you 900 mins. unlimited text, and unlimited data that you can not share with other devices. When you add tax you are paying a little over 140.

unknown

180 per month is actually the cost of unlimited talk text and data you can share on Verizon let's not forget likely another $20 in taxes and fees.

I'm sure you wouldn't want to pay an additional $66 a month to enjoy the truly unlimited data feature.

Lulubholden

Well then imagine paying full price for your phones to keep your unlimited plan. And the only other options were to get significantly less data for higher price. Why would you willingly hand that over????? Then surprise you get an extra $20 PER LINE on ur plan just because they can? Guess that isn't a reason to be upset? Yah cause money grows on trees!

jwolf123

Merry Christmas. Does the Pink Panther know you are ruining his good image. Just like a corporate giant making money hand over fist to blame the less than 1% (Verizon CEO gave the number of less than 1% in October) of people for using 99% of the resources. Then use a line item at the bottom last page of a bill to "notify" people that they are going get a 67% increase to their data plan right before Christmas.

Lovely people, I will pay this increase this month I will never use my WiFi and when a lawyer files a class action lawsuit I will support that lawyer knowing that he will lose miserably but that he will still have cost Verizon money.

If that sounds vindictive it is. I live on a tight budget having a cell phone with data has been a luxury, a luxury I may not be able to afford much longer. I kept my plan because it was cheap compared to other plans it allowed me to stay in touch with people I otherwise might not have and have a little fun too. Oh well all good things must come to an end.

With consolidated revenues over $127 billion of which more than $87 billion came from Verizons wireless business alone not to mention the more than $13 billion in free flowing capital, your excuse of we aren't the paying enough is pathetic! If it was about data management a throttle should have been the first step and an increase if you wanted it removed the second. It is about money, Verizon wants more of it that is the bottom line.

Momma23dogs

Merry Christmas to you as well.

Verizon and ATT both filed with the SEC and both had about 11% of customers on legacy/loyalty/unlimited data plans.

SInce this is a legal document, it would have to be accurate. It seems unlikely that the number dropped from 11% to 1% in just a couple of months.

unknown

Actually in Verizon's own statement they acknowledged that fact. It has been mentioned on threads regarding this issues a million times.

unknown

If going with a cheaper plan is what people wanted to do they would. It does not matter why people have determined they need unlimited data. That is a decision they have made for them.

The fact that the plan went up $20 and people are upset is just that. If you have a different plan, or have no issues with the increase this thread does not pertain to you. It seems to be a lot of people that this issue does not concern that are commenting.

Tidbits

If it bothers people that much they have options on their own. Complaining about it isn't going to fix it. The FCC isn't going to do a thing about increases especially when out of contract and you agreeing to the terms which the FCC gets and regulates as well as approve. Your options are go to another carrier, stay with the plan, or stop service altogether.

$$$$ talks

unknown

None of those things are my concern. This is a forum for people to express their feelings happy or not. It did not say the community was only for people who have good things to say about Verizon.

Tidbits

I could say that right back at you. You can replace good with bad. You'll always get both. I never said it was a good thing, and people haven't said it was a good thing. All a lot of is saying it is what it is, and it's best to talk with your wallets than your mouths. I did a long time ago, but I use Verizon for work because it can't compare, but with my own money I use T-Mobile because it works for me here. This goes a lot farther than complaining on a customer to customer first board.

This is a forum for people to express their feelings happy or not. It did not say the community was only for people who have good things to say about Verizon.

Linz88

My plan is always 70 a month...went to pay my bill and the minimum payment my card would be processed for was 75.50...yet it took 75.00 from my card to have service???? Why????

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