Customer service/International Plan

[Karen555]

I added an international plan to our account for a trip we were taking. I was told by customer service that was all I needed to cover us while out of the country. While we were on our trip, my husband and I started getting messages regarding our charges/plan.  We contacted Verizon right away. We were advised to disregard notices, we were fine. Then we received another message, we called again. Same type of response.. you have the plan, disregard.  It then happens a third time, we chat with verizon. Again, we were told the same. We even screen shot the chats because we were concerned. We get back from our trip and receive a $1,000 charge on our verizon bill.  I spent an hour on the phone, I was told they would investigate the charge but no to worry, we had the international plan.  I called back a week later because I had not received an update. The man I spoke with kept me on the phone for almost 2 hours, to tell me that we would not be refunded. (very rude) I asked to speak with a manager, the "manager" made me wait 55 minutes before taking the call. He would not discuss, just stated no refund. I asked how to escalate, he advised to go to a corporate store. I went to a store. They were very nice.  I was told that they could not assist other than putting me on the phone with a customer service rep.  The rep was nice enough, took my info , apologized and said that it would be refunded to me in 3-5 days. Today, we receive a call from a man stating that we would not be refunded because the plan we had only covered one country.   Can i tell you how very frustrated  I am. Sounds like customer service has no idea what they are doing. Everyone I spoke to while on the trip, said  no problem.  Since I got back, all customer service reps say something different. Guess after almost 20 years it is time to leave Verizon. 

[vzw_customer_support]

We are sorry to read that you had this negative experience during your trip, as the last thing we want is for you to worry about charges. We will send you a private message to better assist you.

~Freddy