I have been with Verizon for over 19 years and the past 9-12 months have been h____. One example is with my original contract, I was given $10 credit because I was doing autopay. In October, they told me that it was going to be reduced to $5. because I did not have an unlimited plan. Well, one of my phones was on the unlimited plan and that took 4-6 months with phone calls every month, to get this straightened out.
I figured that I would give Verizon another chance. I needed to add another phone to my account. This was the period when they were adding a 4th line free. Ok, sounds good. It is just a second line on a phone. I was told that because I am a long time Verizon phone owner, they would wave the activation fee. So, I receive a bill for the portion of my old contract. I understand that, and that makes the sense. In the detail portion of that bill is a line that says, "Inconvenience credit". I am very thankful for that and really pleased with Verizon since adding this new line forced my internet cost to double.
Now, I receive a notification that my next bill is ready and there was the activation fee for that supposed free line. When I called, I was told that the inconvenience credit which was on the previous bill was that waved activation fee (Which I do not understand why it was on my old account and not the new account). I was told the billing department was not accepting the waver, so they have to put that money back into the bill. The definition of inconvenience is "trouble or difficulty caused to one's personal comfort." The definition of activation is, "the process or making something active or operative." I see no connection between these two words and that they are not interchangeable. I would be fired from my job if I did not identify items correctly. And I still have to pay the activation fee.
As I see things, apparently Verizon doesn't give their employees any sort of guidelines as to what they can or cannot do. If they were not allowing the activation to be waved, why wasn't I notified? The lines of communication between sites and billing needs to be improved. Also, I found that customer service and billing have the same issues. There is no communication between departments and that is sad. Finally, even when you are trying to correct an error on your bill, you are charged a onetime fee, now isn't that ridiculous. You have to pay for their error. So, please pay attention to those bills as soon as they send it to you because you may be very surprised as I have been.
We are concerned to know about this experience and will gladly look at your account details, we are sending you a private note to assist you further.
~Pam
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