On 9/23 I called to initiate a month long international plan to start on 10/1. The plan was mistakenly started on 9/23 as I immediately received a notification the plan was added and in effect. I called back to have the plan start on 10/1 but was told they couldn't figure a way to stop and restart the plan. I was told that after I returned from travel to call customer service and they would issue a refund of any and all international charges due to the error in the start date. I called upon return and was told they could not honor the courtesy refund of the charges. Due to the overlap from one month to the next they did a partial refund but still charged for the full month even though I was told it would be refunded. After multiple calls to get resolution I was told the only option left was to post on this community site where someone at Verizon could potentially intervene on my behalf. Seems as though Verizon customer service reps and even supervisory level agents are prone to making statements that they are unable to follow through with. At this point it would be great if someone in higher level management would review the calls and notes from those calls as they pertain to this issue and determine if there might be some training required for their agents. Very disappointed on how this entire experience has been handled by Verizon.
Happy Tuesday! We are stunned to see you in this international service dilemma. Our goal is to help you in the best way possible.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
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