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Overcharged for Travel Pass on multiple trips!

Recently, my husband and I took two trips abroad where we opted to use the Travel Pass service from Verizon. This service charges $10 per day only for the days the pass is used. However, both times, despite turning off mobile data, we received notifications of charges for days we didn't use the pass.

Upon returning, I contacted customer service to address the charges. It took multiple attempts to reach an agent due to automated systems. Eventually, the representative was helpful, but the process was time-consuming, lasting about an hour. The agent confirmed we didn't use data on 6 days, they could only refund $60, citing a time limit on reviewing usage history so they could not process refund for previous trip. After pushing back, the agent offered $10 to cover one of the two days from the other trip.

Despite being promised a $70 refund, I only received $40, with no explanation provided. Upon calling again, another representative who was also very nice, informed me that the full refund was denied by upper management without clear reasons given.

Furthermore, there was confusion about whether putting the phone in airplane mode was necessary to avoid charges. One agent insisted it was not required, while another suggested it was.

As a loyal Verizon customer for over 25 years, this experience has left me disappointed. While the monetary value in question may seem insignificant, the principle remains - customers should not be billed for services they did not use. Additionally, the lack of a clear resolution process and conflicting information on how to prevent future occurrences only adds to the frustration.

This experience has made me reconsider my choice of carrier, as it reflects poorly on Verizon's customer service and billing practices.

Comments

Verizon_Support

Hi Longtimeuser25, thank you for reaching out in regard to your experience with TravelPass. We appreciate your loyalty and want to make sure you are always set up for success. Utilizing airplane mode is the only way to insure you do not get charged when you do not intend to utilize the pass. Mobile data is not the only feature that activates the pass, background app refreshes, texts, calls, and push notifications are all other examples. https://www.verizon.com/plans/international/international-travel/travel-pass/

-Melissa

garyd52822

I had the same problem as the victim as well. I'm traveling again next week and will leave the phone in airplane mode. Normally when you find and connect to a WiFi network, you'd think the system would default to using WiFi over cellular, regardless. Apparently, Verizon is tricking us into trusting them and it's costing us. It can be an expensive lesson. Okay, keep the phone in airplane mode and see what happens. If I get fooled again, shame on who?

SynthpopAddict

WiFi usage overseas isn't free. The foreign ISP can tell from your IP address and/or SIM or eSIM that you are not a taxpaying citizen for that country, and will therefore pass on charges to your carrier, hence the Travel Pass charges, or if you don't have some kind of international service plan in place, Pay As You Go international roaming rates.

bhersh0947

I was recently charged for service not provided as specified by their agreement. This is fraud. I spoke to a "Jacari" for at less a half hour and n resolution,. Told him I want to speak with a supervisor and of course I'm STILL awaiting a call back. Over the course of a 29 day trip, we actively used the pass 7 times. I have documented several sessions with their people and was finally told to wait until I'm billed. One solution offered was to go to AP mode or turn off the phone. REALLY and how do I get an important message about parental health. THIS STOPS NOW!

Pasc1

Travel pass should not activate if you turn roaming off and receive no call and no text. I have the same issue since I moved to an eSIM - Verizon is ripping me off $10 every day although I am on WiFi and received no calls no texts. If I must be on airplane mode then I should not have a Verizon subscription at all!!

Pasc1

Yes that s it . when I had a physical Sim I never had the issue. Since the eSIM, Verizon seems to find a way to trigger the TP even when I receive no calls and no text messages. And calls should go to WiFi if roaming is enabled!!
Apparently, Verizon is tricking us into trusting them and it's costing us

Verizon_Support

Hello, Pasc1. Help is here as we want to do all that we can to ensure you don't have any surprise charges when traveling abroad. Verizon TravelPass is triggered when you use your device in a TravelPass country and: Make or answer a phone call, Send or receive a text message, and Use data. To avoid using Verizon TravelPass, turn off data roaming on your phone before traveling internationally and primarily rely on Wi-Fi connections for internet access; you can also manage your international plan through your My Verizon account to explicitly disable TravelPass if it's automatically enabled for your area.

-Natasha

olivesecret

Can we sue Verizon for the fraud??? Each year we took multiple international trips and always purchased local eSIM cards in advance. Basically we did not sue Verizon travel pass. But we always got outlandish charges, and so I had to waste several hours on the phone talking to different customer representatives to get them resolved for each trip. However, they refused to give me refund this time, citing this happened to us multiple times and so it's our fault. THIS IS Ridiculous!

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