Billing issue. What is with this incompetence

[H_Flack2024]

I have spent no less than 8 hours the phone with verizon over the last several weeks trying to get resolution for billing and phone function issues.

1) my daughter is studying abroad on an international plan since January. This is the $100 per month plan that gives her 250 minutes of alls, unlimited texts and 20GB high speed data.  Calls over the 250 are to be charged at $0.25 per minute. She had the same plan last summer while living abroad and had no issues (and incidentally used her phone for calls much much more). Suddenly in March $350+ dollars in charges for international calls popped up on my bill for random calls she was charged for at rates of $2.00 or more per minute. After calls with several agents who were unable to help me, barely spoke english and all had different answers-- none seeming to know anything about hte international plan -- I got an agent named Quez who understood and confirmed that these were superfluous charges and put in for a reimbursement. He also said he would call me back the following week. HE DID NOT.

2) Last week my daughter (who frequently travels between towns in europe while abroad, each time she lands in a new country getting a notice of the terms of her international plan) got a new message with new terms that she had never seen before. I called and they said it was an error and reset her plan to want it had been (again hours on the phone). While I was there, they confirmed I had $350 in credits pending.

3) also last week my phone suddenly would not call or text anyone with an android. After an hour on the phone with technical support they fixed it. Their error

3)  This morning my daughter -- still abroad -- whose international plan renews on the 9th of each month (Yesterday) has no high speed internet. There is no possible way that she has used up her 20G in one day.  Then this afternoon she  received an alert that she has gone $75 over her plan costs.  Again, not possible in one day. I called and got another non-English speaking agent who said he would help then put me on hold for 40 minutes. then it disconnected me. He eventually called me back with no answer to her current call issues saying that the $350 charge dispute was denied becuase those calls were to countries she was not currently located in at the time of the call (for example, callign ireland while in italy).  NEVER were we ever told (nor can I find in writing anywhere) that you cannot call out of the country you are in on the international plan.  My understanding from any written materials and from discussions with verizon when we purchased the plan was that all calls to and from countries withn the international pan are covered. Meanwhile, it makes no sense that january calls would suddenly have shown up on my march bill.  I escalated my call to a manager -- again someone whose language is not English.  Her name was "gabby," When I referenced the texts that my daughter gets in each country laying out the  250 minutes, $0.25 center per minute, etc. she had no idea what I was talking about. This is THEIR standard procedure and she doesn't know what it is? It makes no sense? Then she told me that the over charges are because she used up her minutes. My bill shows $2.00 per minute charges for calls  made within the first days of her plan each month.  I was, needless to say, irate. The manager put me on hold and never returned. I'm now on hold waiting for someone else. 

My family has been on verizon wireless plans for years with 6 lines that we pay a fortune for each month (superfluous charges aside). They are about to lose my business for good. If anyone has any idea how I can get to a person with some knowledge and authority to do right by me before we leave, please let me know. 

[adamjohn]

Experiencing a billing issue can be frustrating, especially when it's compounded by what feels like incompetence. Xfinity cable tv It's essential to address the situation calmly and assertively. Consider reaching out to customer support again, clearly outlining the problem and expressing your dissatisfaction. Providing specific details and remaining patient can often lead to a resolution. If necessary, escalate the issue to a higher authority within the company for further assistance.

[H_Flack2024]

I have given multiple detailed accounts of the situation and  am consistently calm for the first 45 minutes to an hour of each call to customer service. After being given the run around, being put on hold indefinitely, given platitudes instead of answers or different stories from different workers, I do get frustrated. I was on for another two hours after writing my original post last night waiting to talk to a manager and told that they did not have one but she would call me back. She did not. The customer service is abysmal and they don't even know their own plans. 

[vzw_customer_support]

Hi there H_Flack2024, thank you for reaching out about the charges on your account for your daughters international travels. Outside of the cellular concerns we hope she is having a good time. We understand there is a lot involved already with international travel so we keep everything online. Here are two sites more specific to your concerns: https://www.verizon.com/support/international-travel-faqs/ as well as https://www.verizon.com/support/global-roaming-services-legal/ we also send alerts to the device to let them know they are incurring new/different charges, these also include information on how Wi-Fi calling can be utilized to give you more minutes. The charges to your bill do not show up in the same billing period because we do not have a network outside the US, we partner with other networks that allow us to use their towers. We are still paying the international charges to those carriers but we offer plans that reduce the cost to you, the customer. These days with the quality of many applications, large amounts of data can be eaten up very quickly, I personally found that out the hard way when after streaming my way through being sick I got charges from my home internet provider for going over the monthly cap, what a way to find out. If you have any additional questions after reviewing the materials and tips I have sent, please let us know. 

-Melissa

[H_Flack2024]

Melissa,

None of what you are saying is laid out in the agreements, nor were they included in texts that she got when she arrived in various countries. My issue is that she was NOT told she could not call between countries in Europe. She was told she had 250 minutes of calling in the countries covered under the plan and all the countries she called to or from were included in the plan. This is complete deception and unacceptable. 

[vzw_customer_support]

H_Flack2024, we want to make sure that we're able to take care of all of your international billing concerns. We don't want to leave any issues unresolved and we're going to do everything we can to help you. We're sending you a Private Message so we can better help you find a solution.

~Jesse

[H_Flack2024]

I responded to your private message and have had no further follow up. Your answer is to keep calling the number where I am put on hold and addressed with platitudes or promised compensation that is then revoked by junior workers who clearly don't know what they are talking about. If you would like to resolve my issue, as noted in my responses privately, have a senior manager call me.

[H_Flack2024]

 Verizon service, you said you don't want to leave any issue unresolved, yet I have still not gotten a call back from customer service. My phone is in my private message with your agents who were so eager to help?  Worst customer service (or lack thereof) ever.

[H_Flack2024]

UPDATE! Despite the responses to my note saying they want to rectify the situation, there is no customer service. they sent me three private messages telling me they want to rectify things and I should call customer support for help (giving me the same phone number I have called no less than 20 times in the past month to get customer care workers who have no authority to help, no manager or anyone with ability to actually do anything, disconnecting me, hours of being on hold, etc.). I responded that I cannot spend more time wasted on that number and they should have a manager call me if they would like to keep my business. It's been three days since I wrote that. No call. Yet sent me a new $700 bill on top of the $900 bill I got (and paid)  last month. I think their entire customer service approach is to just give people the run around. This is no way to run a business.

[stonekelrn]

I really share part of your frustration !  My situation is not half as complicated as you issue and I can't imagine the extra stress  of trying to stay in touch with your daughter abroad.

I've had issue's  with Verizon for the past few month's and spent many hour's either on chat or speaking  (when I could get someone) for several reason's  and getting transferred, cut off, chat suddenly stops or they just go away.  Issue's when they're supposedly solved, I don't expect it until it happens. Promises made for call backs, well I'm still waiting so I guess Verizon can't hear me , Now!

I do know one thing for sure and reading your post made it all th ore clear. I had given permission , as if you need to, check certain things' with my phone. Just after, I noticed on my phone some setting had been changed or deleted. The reason I noticed is my phone was not slow, not connecting as fast go WiFi, already had an issue with Verizon data connectivity.   My trust after 20 years of loyalty to Verizon is now broken.

Good Luck,

[H_Flack2024]

Funny you should say this. Since having all these issues both I and my daughter have had technical issues with our phones. There is something very fishy going on with this company. 

[stonekelrn]

I have no doubt  the one representative supposedly in technical support,  after 30 minute's  sent me a link. Then said he would need to transfer me to "Technical Support ", seriously ! After the transfer, the lady asked questions about mynissue for about 2 minute's  before telling "oh you have an awesome deal for a so & so phone for $5 a month for 36 month's."  She spoke with me for 1 1/2 hour's trying to sell me on the Phones and New Plans! She actually put the phone in my cart as she tried to get me to order it as shentold me I had 30 days to return. I told her I did not make spur of the moment decisions. I copied the whole text from my phone. I make sure and copy everything A Verizon Representative states. Plus, my responses.

That next day is when my phone (middle of March) began having different issues than I called. I began to look as I sort of know my phone and seen thing's  turned off or missing all together. I would connect to WiFi automatically before (I had it turn on to do so) WiFi calling keeps turning off on its on. I had apps that you need to run your phone correctly missing!  I checked Samsung's site, they didn't do it! They had me get the other line which is my 81 years old Mom's IPhone, too. But she isn't on enough for me to tell and I only really click the link for data connection issues.

Yes, I can not prove it but I would now like to know how many other's have had this issue. 

I have began writing my letter to the FCC with their Business Practices. It can not be legal !

Let me if you get more information. 

Thanks 

[vzw_customer_support]

Your privacy and security is a paramount for us, and we are here to help with your device connection issues. To better assist you, please tell us a little more. What model is your device and is the software up to date? Did you recently download a new application?

~Maria