Anyone else have their plan changed without them agreeing to it...increasing their bill?
Eddie377
Enthusiast - Level 2

I recently added a line (Christmas present for my son) on Dec 25th.  After picking a plan and getting some great discounts (19 year customer), the one time bill was $155.23 with the new bill being $107.87.  There were issues getting the phone to send/receive text messages so I spent the next few days with CS trying to get it fixed.  At some point I got a request to reset the account (a message I had to approve before they could continue since it was technically a plan change).  That change would have increased my bill by about $40/month and I refused. They tried other things and eventually got it to work.  

 

I had a concern that they were just "trying" things since they could not figure it out for days, and that this approach was going to change my plan even without my authorizing it. I took screenshots of my account and waited.  Weird how Verizon does not send number anymore but directs you to go to their website to see bills.

 

SURPRISE SURPRISE, my bill is now about $40 more a month. The rep said someone on the 29th changed my plan and that is why it is now more.  I told them I did not make a change, I did not approve a change and I want it changed back...crickets.

 

I may or may not have someone looking into it...just chatted with CS and was told that online bills are just estimates and can change so I just need to pay whatever the bill is when I get it.  No mention about any open ticket/issue.

 

The FCC asks that we work with a company and they have 30 days to respond, so that is what I am doing.  I am just curious if anyone else got a "plan change" this holiday season and are in the same boat.

 

 

11 Replies
vzw_customer_support
Customer Service Rep

Eddie377, we would be happy to shed some light on your billing concerns and help take a closer look at your account, so that we can help find out what's going on. To best assist, we'll be sending a Private Message. 

 

~Izzy

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Eddie377
Enthusiast - Level 2

I sent a message to your executive account relations group and got a quick response from them.  I expect to talk to them next week since it is now the weekend. 

 

I also want to add that I had a private chat with you (for the forum members that may find this in the future)  and you were very understanding and provided me with a case number letting me know that this is not just going to be filed in the trash.  Time will tell but for the first time in several weeks it feels like someone will actually look into what happened.

I posted this hear so the community will know if the last route I can take actually helps any.

 

 

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Eddie377
Enthusiast - Level 2

I am just sending an update for those that may find this in the future (assuming that it is not deleted).  I was contacted by someone with the executive account relations team.  Bottom line is that I was told that the reason my bill changed was that:

1. The bill amount that I was quoted by a customer service rep when I added the line was not necessarily an accurate amount and I needed to wait for the real bill to know the charges.

2. The My Verizon app that shows the current charges is not accurate until the final bill is generated...and can change at any time without me making any plan changes.

3. Verizon will not honor what the customer service reps may say, nor what the My Verizon app may say.

The explanation was there may have been prorated amounts, sometimes multiple discounts may be shown that are not real, the system may not show all of the new charges that are due, they need to look into some additional things but the bottom line is the new bill is the right one.....until that changes of course.  I will update this post once I decide if the FCC is the right branch to file an official complaint and have these billing practices explained more accurately.

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Swelburn
Enthusiast - Level 1

I just found out the data plan for one of our lines was changed without authorizing it, adding almos $190 to my bill.  I am in the middle of trying to fix it. If they don’t. We should all get together an take them to court. I see a lot of people with the same problem. They are abusing people. They are a big company  they may believe they are powerful and get away with all the abuse. I was 3 hrs on the phone with different people. At the end: No one was able to help. I will call tomorrow again. 

vzw_customer_support
Customer Service Rep

 

Hello Swelburn. We are here to help. What changed ith your plan? How was this changed? -Joe

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Kmitchell48
Newbie

They haven't done that to me, yet but they did something to where my service is really bad, and I have no data several times each month. Half the time no one can get a hold of me and when I had Verizon check it out, I'm told I'm on a 4G plan which I had signed up for 5G and that's why. They want me to go with their new plans so they are trying to force me to switch.... I'm about to switch to ATT

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vzw_customer_support
Customer Service Rep

Kmitchell48, we want to make sure that your service is outstanding and we're sorry if this isn't the case. Let's figure out what's going on. What troubleshooting have you tried and how long has this been going on?

~Jesse

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autumnrose22
Newbie

Same here. Nonstop calls with reps that allege they will fix this or that, but the “real solution” is to let our grandfathered plan go in order to allow for them to apply one of these new plans. We were just bluntly told that we are not a priority due to having old plans. After the first call with these people stating the $4 upcharge was for “better 5G,” I clearly stated that we don’t even get 5G, and the LTE is typically not even great either. The next day, our phones started kicking between 5G and LTE and we’ve nothing but dropped calls and nonsense. They cannot convince me this wasn’t deliberate. No one will help, they consistently ask about our WiFi, which shouldn’t be relevant when you’re looking at your PHONE SERVICE. I’m not paying for a phone to be on WiFi! If you’ve reached a solution with these people, I’d love to know what it is - because I may as well have a landline at this point. 

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vzw_customer_support
Customer Service Rep

It's our priority that you receive the best service for your investment, We sent a Private Message to further assist you. ~Geo

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rajheem
Newbie

I have been on and off the phone with Customer service reps for the past, month or so, because my plan keeps getting changed to Unlimited Ultimate plan(that i have not aurthorized), from the 5G Get More.

 

I like my 5G Get More plan because it includes things like Disney Plus bundle and Apple Music in the cost. But this is like the 4th time, in the past month, that i log into Disney Plus and it telling me to resubscribe. So i then log into my Verizon account and noticed that my plan have been changed to the Unlimited Ultimate, again. It has incredibly frustrating having to keep calling Customer Service to get my plan changed back to 5G Get More, and then have to re-register my services. And the rep keeps telling me that my plan was changed by the previous rep. Whyyy??? I told the last rep that i am not authorizing this and can they put a note on my accountor something. Because either something is wrong with my account or the system, i do not know. But, as a customer, it is becoming too much, Because i am feeling hopeless, like i cannot do anything about the situation, and i am tured of keep having to call Customer Service to explain the situation, and they keep telling me that it is not going to happen again. But here it is happening again! Now i have to wait to chat with someone 2 days from now, because tomorrow is holiday.

Just having to add another thing to do on my list.

It is looking like i am having to see what further actions i will need to take beyond just depending on the Verizon Reps.

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vzw_customer_support
Customer Service Rep

Oh, wow! We are truly sorry to see you in this plan dilemma. Our goal is to always provide top-quality service.

 

Check out our new plans through this link: https://www.verizon.com/plans/unlimited/.

 

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

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