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Plan Changed

This should be pretty basic, to anyone with some basic logic. It is so frustrating that you reach out for help, just to have the customer service rep gaslight you and make you think it is your fault.

I will keep this as simple as I can, evidence available upon request.

1) December 2021, I do a trade in/upgrade with Verizon for a new iPhone 13 Pro Max.

2) Ordered online and used the chat bot (have transcripts)

3) Specifically was asked if I wanted device protection. Specially say that I do want device protection. (Have Chat Transcript)

4) Receive "harrimann, review your next bill and new account details" email with a link to the order, and my "next bill estimate"

5) Clearly see VERIZON MOBILE PROTECT $17 (Dec 06 - Dec 28) $13.03 listed on the bill.

6) Take delivery of iPhone 13 Pro Max

7) Review bill May, 2023, and see that for whatever reason the VERIZON MBOILE PROTECT was removed from my account, never added, without my consent.

I have reviewed the fine print and did find where Verizon "May change the price or terms of the contact at any time ....." However, they MUST give written notice before doing so.

This noticed was never received.

They simply changed the terms of the deal/contact after the fact.

Not cool.

As a long time customer of Verizon (30+) years, this is not what I would expect.

When I contacted customer service they tried to play it off like it never happened, and just basically kicked the can down the road, made it another Verizon employee future problem. I.E. We won't do anything to right this wrong.

I don't need to file a claim or anything like that. My phone is in mint condition. But what if I needed to do so?

My only recourse is filing a complaint with the California Public Utilities Commission (CPUC). Good thing I have copies of all chat transcripts, original bills and contracts.

I would expect this type of behavior from some third party provider, not Verizon. Why is it so hard to say "I'm sorry, we made a mistake. Let's make this right."?

Will be switching providers ASAP (as soon as contract is up).

Be aware.

Comments

Verizon_Support

We never want any changes to happen to your account without your consent and we'd like to take a closer look at this situation. I'll be sending you a Private Note so we can figure out what's going on.

~Jesse

G-dHelp88

They did this to me yesterday, less than 24 hours ago. I became aware almost two hours ago via email notification and I've been trying to undo it to no avail. Why are they doing this. They changed me to a plan that costs $25/month. I had no issues with the plan I've had for over a year. I want my plan and regular bill back.

Beware, Verizon is changing plans and seeking higher payment plans without their customers' consent.

G-dHelp88

They changed my plan, too, without my consent. I've been a customer for about 15 years and this is atrocious. How can Verizon go around changing customers' plans to more expensive plans without permission? I want my "old" plan that I've had for years with all the promos that I had with it until less than 12 hours ago when it was wrongfully and potentially fraudulently changed.

G-dHelp88

Yet Verizon did the same to me less than 12 hours ago. I want my plan I've had for years with all the promos back.

Verizon_Support

Hello, G-dHelp88, we appreciate your loyalty over the lat 15 years and we always want to seek permission before making any changes to your account. So we can best assist with your plan concern, we will be reaching out via Private Note.

-Lauren

Disheroo

Just noticed 5G get more added to bill/plan. No information on app but sounds an awful lot like a plan change. Similar long term Verizon customer.

Verizon_Support

Disheroo We'd like to check your account to make sure that you're on the right plan. We'll be sending a private note. ~Peter

AngryCustomer1968

Do we Verizon customers have any recourse to fight the new plan changes?

Beth403

My plan was changed last week without my consent from 1Gig to 75mbps/75mbps. I did NOT request this change. Customer service said it was a technical error on their end. I said, "ok great so you'll just cancel the order?". NOPE. They couldn't cancel the order because my old plan is not offered anymore. Really ?!?! I spent 2 1/2 hours getting a new plan and arguing for discounts to get me almost back to the cost of my old plan, I was very late for work but thought it was all straightened out. NOPE. I am still at ~90mbps NOT my gigabit plan. Another 2 hours with support and they cannot figure it out. They are investigating from Saturday-Wednesday. They will call me Wednesday with the diagnosis of what it wrong. Every day, I go through the automated 'fix my slow internet'. It fixes it for about a 1/2 hour and then it drops me to 90mbps again. So I am getting a phone call at 6:30pm on 2/14 with my diagnosis. Seems fishy to me that everything was fine until they changed my plan without any consent from me. I have been a customer of mobile and home for over 25 years. This is insane!

Mollynut

Same thing here! We have been customers for over 40 years. They deleted our account (accidentally) they say. When they reinstated our account the bill was totally messed up. Lost all discounts and current plan. We have tried since Jan 15 to no avail! Also looking into going with with another provider!

Michael and Audrey Kibler

Verizon_Support

@Mollynut
wrote: Same thing here! We have been customers for over 40 years. They deleted our account (accidentally) they say. When they reinstated our account the bill was totally messed up. Lost all discounts and current plan. We have tried since Jan 15 to no avail! Also looking into going with with another provider!

We definitely appreciate your loyalty to us, and the last thing we would want to see is for you to leave us. I know that loyalty needs to be reciprocated, and it doesn't sound like you've received the help that you need. Can you elaborate more on the issue that happened? We're standing by to assist.

-Joseph

Mollynut

We called originally on 1/15/24 as our TV was pixelating. The tech support rep said we needed a new router. The rep said there would not be any change in our bill. The next day our service went down. I called and the rep I spoke to on 1/16 said there was a “qlitch in the system” that brought our service down. They got our service back up that day, but they changed the plan without us knowing. We did receive a new router a couple days later. All I want to do is get our discounts back. I have called many times and have been transferred between multiple departments many times. I am suppose to receive a call back, but it has been several days. I am a VZ retiree and I qualify for a lifetime discount. My total discounts including my retiree and loyalty discounts were $89 per month. If we need to upgrade we will, but I want to keep my bill as close as possible since it wasn’t our fault as it was the tech we were speaking to that made this change. I just need to know how to proceed. Any help on this issue would be appreciated as we are at our wits end. Employees/Retirees should not have to go through this. Not a good thing!

Verizon_Support

Thank you for your years of Verizon service Mollynut! Let's make sure you are receiving the VZ Retiree benefits. irst, let's confirm is your service and/or billing is for Verizon FIOS or Verizon Wireless where the discounts impacted?

-Deb

maryjoharris47

Hi, Verizon is doing the same thing to me. They keep switching my plan without authorization and charging me more. I've spent countless hours on the phone with them. Last time I had to ask the customer service rep to add notes stating that my account should not be changed but I just checked my next bill and someone changed my plan again. This is illegal and I've had it! I'm a long time customer but this is enough. Would you pls tell me how you get your issue resolved? I'm thinking of contacting my State's attorney general. Thanks, Mary

Verizon_Support

Hello, we are concerned to know about this experience and would like to assist you properly,please send us a message to gather more details.

~Pam

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