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Poor service and aggressive, dishonest sales practices....

After 19 years of service, I've finally decided to pull my business and go elsewhere. It'll cost approximately $2,000 altogether and will be well worth it. Reason why: VZ store salesman lied to my wife and put her in 2 contract, 2 lines for the "Hum" device. The "salesman" vigorously plead the devices and service were free and related to our large and long-term relationship with VZ: "They are a promotion".

Many months later, I just discovered this scam and will pay $210 in addition to previous monthly disconnect from these 'services". This is fraud by Verizon. Next stop BBB and Ohio Attorney General's office.

Will changes all accounts to ATT or elsewhere. No more trust.

Comments

Verizon_Support

19 years is definitely a long time and we truly value your loyalty. We would never want to lose you mcreadon. To better assist you we will need to access and review the account. Please reply to the Direct Message I just sent so we can further assist. I am confident we can get this all cleared up and rebuild your trust.

JohnB_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

mcreadon

What do you need from me to access the account?

mcreadon

John,

I'd like you to be aware that I claim what happened to me was Fraud. I have not asked for financial remuneration. As resolution, I ask that VZW admit fraud and demonstrate that all other "hum users" be made aware their devices and service were never and are not presently, free. Fraud is the issue, not recompense.

Be advised I have filed a complaint with the BBB and the Ohio Attorney General's office alleging Fraud. I will likewise inquire of my personal attorney's office whether a class-action lawsuit on behalf of "hum users" has merit.

Let me remind you that I am not seeking financial recompense. I have asked you own the misdeed and admit fraud and a sincere effort to advise those whom VZW similarly defrauded, that they have been lied to and scammed for the benefit of VZW. Whether they will seek financial compensation would certainly be up to them.

Unhappy_Customers

I completely agree with you about Verizon committing Fraud. They associates do not fully disclose all information needed and only pray on our lack of knowledge of the cellular network, selling us things they tell us we need just for the money. They wrap us up in their contracts so we're forced to give them our money. They go against their Code of Conduct, as listed on the verizon.com website. I wrote a letter to corporate demonstrating all of the instances that Verizon has screwed me over. Needless to say, after over 10 years of my loyalty to Verizon, I've had enough of their lies.

mcreadon

Please ask me what you need to "access and review" the account. Michael T. Creadon

mcreadon

Thanks for your support "Unhappy_customers",

As I have said, I have not asked for financial recompense. I want an admission of fraud and a forced reach-back to all "hum users" that they were likely defrauded (having been told the hum devices and attendant service contract was free).

I would certainly expect others will seek financial compensation.

I am an action taker and have filed complaints with the BBB and the Ohio Attorney General's office.

The control we have is to leave VZ and replace with their competition (think ATT). I plan to do this immediately after the Easter Holiday. However, I also plan to mobilize via social media and bring significant pressure. SIGNIFICANT PRESSURE.

Wishing you an otherwise peaceful Holiday.

kaebfly

Check to see if they have sent you a private message. They won't discuss account specific info on the forum nor will they ask you to share sensitive info on the forum because it is public.

mcreadon

Indeed I was sent a private message by JohnB of VZW. In the message John explains he is "sorry things were not clearly explained". John also reports that he has seen I have cancelled both "hum" accounts (lines?).

John is trying to characterize the matter as a simple misunderstanding, miscommunication, or that things were simply not explained well. Instead of course, Fraud happened.

I would say: "buyer beware" except, I didn't realize anybody was buying something.

Bottom line: VZW operate Fraudulently and with reckless disregard, even contempt, because they understand most of their customers can't afford to payoff their contracts and leave for another carrier. Only very few (as a %) can pick up and leave and VZW knows it. And that is the answer to why VZW can comport themselves this way. Shame. I mean sham.

neelia

I have been a Verizon customer for several years but my recent experiences has questioned my reason for staying a long time customer. I went to the Verizon store (Location#2280) several times to try to rectify things and my last visit after speaking with the manager really made question why I stay at Verizon.

In my first visit, I told the front store associate the reason for my visit - upgrade my phone. I did not say that I was looking to buy a product for my car or enter into an contract that I would be locked in for two years. The associate did fully explain hum as well as all the financial ties to this product ($120 - termination fee, monthly fee and connection device line $10 and $20 activation fee, which by the way, activation consisted of downloading the app and sticking a device in your car.

My plan converted into month-to-month, do you think maybe this was Verizon's way of seeing how they can force a customer to stay with them? Hmmm? In my last visit to Verizon store, I said that I did not realize that Verizon now provides car products. The manager's response was that cars nowadays are smart. If cars are so smart then why would we would we need to buy this product.

I have specifics on the store but would like to know who at Corporate I can direct my comments/questions to.

Thank you

pherson

You can call customer service. That's the Avenue of support. I'm curious tho, he was doing his job. What's wrong with that?

neelia

Thank you for your response. I'll mail my response to the New York office.

neelia

Copy of my formal complaint regarding Oregon Store Location

Verizon Wireless - Location #22806

2780 NW 188^th Avenue

Hillsboro, OR 97124

(503) 629-6206

been sent to the Corporate Office, BBB and Attorney General

Acrillix

After having reviewed your cases of this 'fraud' you claim, I (a customer, who is not directly involved in any way) will give my opinion. You can take it or leave it, as this is a free country and my opinion is my opinion.

mcreadon, while your case is definitely interesting upon review I find a few things that I find wrong.

You point out that "you didn't know anyone was buying anything". Now, when I go to a store (not necessarily a VZW store) and I am told "Hey buddy! We got a promotion! You can get this for FREE!" My first thought is "HE** YEAH I LOVE FREE STUFF" But then I think, 'whats the catch'? You're telling me that your wife walked in and was told this was free and she just willingly signed a contract? I don't buy it. The contract (I have signed many with VZW), are clearly written out (as clearly as a lawyer can write it) and define specifically what you are paying for. I have pulled my personal contract that I signed for my Verizon HUM which I purchased during the promotion you speak of and clearly was told what I would be paying for it. Here it is:

******************************************

C U S T O M E R A G R E E M E N T

******************************************

Verizon

3349 Monroe Ave

Rochester, NY 14618-5513

(585) 242-8866

www.verizonwireless.com

Order Number: ******

Order Location: E2291 01

Order Type: PS

Receive Location: E2291 01

Receipt Date/Time: 07/14/2016 14:53 ET

Rep: ******

------------------------------------------

Account Number: ******-**

------------------------------------------

Account Level Plan:

The new Verizon Plan Large 8 GB

$70.00

Line 1

Mobile Number: (***) ***-****

Device ID: *****

------------------------------------------

Date of Activation: 07/14/2016

Contract End Date: 07/14/2018

Activation Fee: $40.00

Early Termination Fee: UP TO $120.00

Service Product Offers:

Line Access:

Connected Device - Line Access

$5.00

Selected Features: Cost Per Month

------------------------------------------

Hum by Verizon $5.00

Connected Device -

Line Access $5.00

==========================================

Taxes & surcharges apply & may vary.

Federal Universal Service Charge of 17.90%

of interstate & int'l telecom charges

( varies quarterly based on FCC rate )

and a $0.21 Regulatory Charge and $1.23

Administrative Charge per line/month are

our charges, not taxes.

** A G R E E M E N T **

I understand that if I am porting in

my phone number from another service

provider, I may owe that provider an

early termination fee and other

charges, and I understand that, during

the porting process, the ability for

me to receive calls, including return

calls from 911 personnel, will not be

available.

I AGREE TO THE CURRENT VERIZON

WIRELESS CUSTOMER AGREEMENT (WITH

EXTENDED LIMITED WARRANTY/SERVICE

CONTRACT, IF APPLICABLE), INCLUDING THE

TERMS AND CONDITIONS OF MY PLAN AND ANY

OPTIONAL SERVICES I HAVE AGREED TO

PURCHASE AS REFLECTED ON THE SERVICE

SUMMARY, ALL OF WHICH I HAVE HAD THE

OPPORTUNITY TO REVIEW.I UNDERSTAND THAT

I AM AGREEING TO AN EARLY TERMINATION

FEE PER LINE, LIMITATIONS OF LIABILITY

FOR SERVICE AND EQUIPMENT,SETTLEMENT OF

DISPUTES BY ARBITRATION AND OTHER MEANS

INSTEAD OF JURY TRIALS, AND OTHER

IMPORTANT TERMS IN THE CUSTOMER

AGREEMENT. I AM AWARE THAT I CAN VIEW

THE CUSTOMER AGREEMENT ANYTIME AT

VERIZONWIRELESS.COM OR IN MY VERIZON

ACCOUNT

Now, from that you can clearly see where it says $5/month. Of course, if you had just listened to the rep and said "Oh OK you said it was free so it must be free" then you were correct the device was free ($30 value) but the $5 line access fee is not. That is all I have for you sir.

Now, neelia, I don't really understand the issue here. Maybe you thought you understood what you were purchasing but didn't? I don't know. You state that he fully disclosed what it did what it was for and how much it would cost, which is his job. You walked out with the device, having paid and signed for it, and now realize you do not have use for it. This is fine, but don't complain to corporate because someone actually did their job. That's just mean. The representative did everything correctly, as you state here.

mcreadon

Wrong. Nobody asked the sales associate to purchase anything. My wife was told the device and service were free as a promotion considering our long term patronage. Fraud and scam.

mcreadon

My wife did a couple of phone swaps and other service upgrades within which the Hum device sales were sneaked. Yes, my wife was deceived and she bought a lie, a sales trick. Your narrative invites me to admit my wife is stupid. I won't take the bait. Stupid no, naive, gullible, willing to trust? Perhaps yes. However, Verizon preyed on her and certainly others.

Given how thorough your reply is, I'm suspicious you either currently or formerly worked either at Verizon or within the industry. Care to disclose your breathtaking interest?

Acrillix

Sure mcreadon. My interest is not because I (supposedly) work for VZW because I don't. And if I did I would have to disclose that in my signature. Just like pherson you posted here and we answered.

pherson

Whenever anyone disagrees with a poster they are automatically an employee.

LCHAIM54

Also went thru hell with misrepresentation and non proper setup after upgrading to 6S from 5S July 27

Manager of Teaneck Store never set my phone properly and from an average monthly data usage of 1.6/1.8 within 5 days of having the 6S I was advised that my usage was well over 4GB already

kaebfly

I'm glad you appear to have gotten some sort of resolution but i think some of those comments were made because in the past others have complained on the forums about receiving something for free (the device) and being shocked that there was a monthly fee associated. And I get if the rep flat out lied and said the services were free too (in that case definitely dispute things with the company) but something that everyone in these situations fails to understand...regardless of what a rep being paid off of commissions in most cases says...is that none of these carriers would make money if they offered both devices (things they don't actually make and don't really make much profit from if any) and monthly services (what they actually do make money on) for free....regardless of how long or loyal of a customer someone has been. It would be nice if it happened but it's not realistic. Unfortunately a lot of people that end up in this situation admit through their own words that they assumed everything was free because they were told the device was free and no one mentioned a monthly fee. They often sign agreements in the store without looking at them...even after they leave the store and have a little more time to review. Not saying it's what happened in your case but it happens more often than not. This may be why you get the comments that seem to go against what you are saying. Doesn't mean that the poster works for or used to work for Verizon or any other carrier. People will respond to your threads...if they agree with your side or not simply because it's an open forum for customer discussion. The majority of those respon do not work with Verizon (myself included). If someone is repsonding in a way that you absolutely don't like you have the option of not engaging with them. As long as you do it gives them invite to continue and it will just become a messy circle of e-arguing that gets nowhere.

Take this whole situation as a lesson to your wife...no matter what a rep verbally says about everything being free assume there is a cost for something. When it comes to wireless providers it's best and mostly accurate to believe that the monthly service for that device will cost something unless they can show you and give it to you in writing that it is not. We should be able to trust what we are told verbally but have to understand that often it's not just what's said that's the problem. It's what's NOT said that gives a more complete picture. Failing to mention a monthly fee doesn't mean there isn't one...and at that point the rep hasn't lied. But if they actually say "there is no monthly fee and the device is free for you to use as long as you want" when that's not true then do what you did and get some resolution

mcreadon

Again, dishonest, aggressive, fraudulent sales practices. You should be against that.

kaebfly

Aggressive cant happen unless you allow it. They can TRY to push something but it can't go further if you (the consumer) chooses not to allow it to. In that vain...I'm not against someone trying to make a living because only I can allow the sale to complete. Dishonest...like I very clearly said...if someone is 100% lying then deal with it as you apparently did. But you as the consumer don't do your part to ensure that you have all of the facts beyond verbal words before opting to agree to something then sorry...some responsibility was missed. People are always advised to read everything and to get agreements in writing. Not doing so leaves you open to misunderstandings or issues. Yes it would be nice to be able to believe every word said to you but realistically you need to make sure before moving forward. And when in doubt double check. At any rate...you believe what you believe and that's fine. If advice mentioned already is something you don't agree with then so be it. It's a suggestion to help out in the future but you have the option to choose to ignore it. No harm no foul.

Momma23dogs

Fabulous little word, works in 2 languages.... NO.

Or if you're feeling polite, NO THANKS.

LCHAIM54

discontinue response pleases

not interested in your comments

mom2alibug

hi mcreadon, I'm 42yo female and I too was tricked last year into "free hum" with "2 months free service" and only $5 month after that for one year contract. Ive been billed $8.50 per month since. Ive contacted store manager multiple times and he's sent me text msgs stating he would correct billing of extra $3.50 for road side assistance; which I would never agree to because I have it through my State Farm Agent (and yes I've used many times with State Farm without issue so I'd never ever agree to add service to Hum). I finally contacted customer service, spoke to nice man who promised this would all be handled and every $3.50 charge would be removed and cancelled. Well, I just received my new bill and ONE $3.50 charge was removed and I was AGAIN billed ANOTHER $3.50 for this month. This is beyond ridiculous at this point. VZW has been fine other than this issue and I realize it's a small amount of money but that is my money, not theirs. It's fraudulent blatant stealing by VZW. Thankfully I've only contacted via text and online chat so I have proof of all of this. I'm ready to also follow suit in taking this issue to the next level. I'm glad I saw your issue with HUM, now I know it's not just me they are tricking into this useless service. God Speed to you MTC, truly hope that you've found some resolution to your issues since your original post.

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