Would like to launch a complaint about Verizon World Plan 500
Eric_K
Newbie

I called I believe about a month and a half ago and requested this plan.  I was told that its 500minutes per month for $19.99.  However, there is a special going on whereby I will get a discount of 4.99 or something. So I signed up for the plan.

I just viewed my bill and observed that there are additional charge of $28.40  though I did not exhaust even all the 500mins. So I called today 11/5 around 9:30am to find that.  I was told by the representiave that the charges are due to the fact that the calls were made to a cell phone but not a landline; I was so SURPRISED and couldnt believe it.  So I asked her again and she repeated the same thing that the 19.99 is only  calls made to landlines but with Cell phones there are premium charges.  This was not something that was communicated to me by the rep when I signed up for the plan.  So I asked her to take that charges off because that was not the plan I signed for and nobody gave me that piece of information.  Incidently, all the calls I made to check on my mom, sibblings were made to a cell phones since none of them uses Landline.  

She insisted they are valid charges so they will not take it off. I indicated to her that the calls were made but the charges are not valid since there was no where in our conversation whereby a distinction was made between a landline and cellphone. They can pull the recorded audio and listen to it.

I requested to talk to her supervisor and she said there is none available but one will call me between 1-4 hours.  I waited and waited and nobody called.  So 5hours after, I called again and another Agent told me the same thing.  I asked to speak to a supervisor  again and she told me the supervisor is busy with other calls.  I was soo shocked that I have been waiting since morning and being told that; Like my call is unimportant.  I insisted and insisted for a while and then she finally told me to hold on.  

Finally a J{edited for privacy} came on the line.  She told me the same thing that nothing can be done since they are valid charges. Honestly, this is ridiculous and surprised that they dont even listen to the manner in which I hd the plan.  They are not even admitting anything on their part that I was not told about the difference in charges. Then he told me the information online.  That is very bad since I did not apply for it online.  It was through a phone.   I wanted to talk to a manager and he indicated that he has a manager but he will not talk to me so what he has said is the final solution.  He kept repeating the same thing and finally said that "MANAGERS DONT MAKE OUTGOING CALLS"; and there is no way I can get somenoe above him to talk to me. I was surprised and said what are you saying and he hunged the phone on me.

I would like to talk to somebody about this since it seems and unfair. This issue needs to be fixed and the charges taken off. The thing is that I made othef calls when the new cycle started on 11/25 which will also appear on the next bill.  What is this at all.  Please please help and rectify this issue.

So I want someone to call me on my cell phone to explain to me why I wasnt told that and then being charged.  Thaak you.

Eric.(A disppointed customer)

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1 Solution
Verizon_Support
Customer Service Rep

Hey Eric_K, we are glad one of our billing specialist was able to get in contact with you and get this issue taken care of. Feel free to make a new post anytime you need our help. We closed your private support case.

- Jose_VZ

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5 Replies
beetlejuice2
Specialist - Level 1

Eric just an fyi, these are peer to peer forums.

Also, your issue is about wireless service with Verizon and you are on the fios internet forum.

The community forums for wireless are on the wireless page. Up at the very top of the page there should be a tab that says wireless. 

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Eric_K
Newbie

Beetlejuice,  this is not verizon wireless but its part of my Fios plan.  Where can I launch this complain please.

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beetlejuice2
Specialist - Level 1

My apologies.

Honestly from my experience with customer service I would contact them on their facebook page if you have one and private message them. They have several reps on there that help instead of just one. I've always been helped in a timely matter. http://www.facebook.com/VerizonFiOS

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ElizabethS
Moderator Emeritus

Hello Erik_K

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

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Verizon_Support
Customer Service Rep

Hey Eric_K, we are glad one of our billing specialist was able to get in contact with you and get this issue taken care of. Feel free to make a new post anytime you need our help. We closed your private support case.

- Jose_VZ

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