Filing a complaint

[Redgmoney]

I’m a new Verizon Wireless customer. After, reviewing my first month bill I see I was charged $120 for activation fees ($40 per line) and an extra $10 on my data plan package per line. When setting my account up I was told my activation fees would be waived and my data was $55 per line and not the $65 my first bill had on it.

When I called in to dispute the charges, the representative could see my data plan should of been $55 and he had to review the conversation me and the initial representative had to see if the activation fees waived was promised. He said, in the meantime I will push your initial bill to the next month billing cycle, with a new due date of 19 August 2020, so he could review my account. On my end On the myVerizon app I see my first bill is now due on 19 Aug as discussed. 

Today, August 7, 2020 my cell service is disconnected for past due amount. After 2 hours of getting passed back and forth from representatives. One representative says you have to talk to Finance department, then they say you have to talk to Customer Care first.

This is what Verizonwireless does every time you have a dispute with them, they will end the call with you. Either they will put you on hold then hang up or they will act like they can’t hear you then hang up. I will not call you back.

Ive been a VerizonWireless customer since 1 July 2020, and have regretted leaving ATT wireless.

Verizonwireless customer service is horrible and they sales department are frauds. 

Please stay away from Verizonwireless. ATT will not rob you or hang up on you! 

[Ann154]

How and where was your account setup?  Did you go online or was it through a store?  I know activation fees can some times be waived online, but they might still show up on the first bill with a bill credit occurring on the next bill.  If you were in a store especially in a third party retailer this is harder to prove your fees will be waived.  You should have written documentation indicating such.  Otherwise, the sales rep might have been explaining that the third party activation fee was waived, but they have not ability to waive the activation fee charged by VZW.

As for the extra $10 per line for the data plan, you will qualify for the $10 per line discount if you have setup account with paperless billing and autopay with a checking account, debit card, or the new Verizon Visa card.  On new account however, it can take 2-3 billing cycles for that discount to be applied.  This is why you didn't see the discount on the first bill.  There have also been a partial month worth of service charges on the first bill if your start date didn't line up with the billing cycle your account was assigned to.  The partial service charges would have also increase the bill total.

[Demanderesse]

Hello Ms. Ann, If you are not a Verizon employee, what do you get out of replying to these issues and defending the company.

They are pretty shameless in throttling people with unlimited plans and charging a great deal. Who is your employer or why do you enjoy taking the side of a corporation that clearly has no interest in providing good service or even honoring basic values of a good deal?

[Tigerstep]

Activation fees are something that everyone pays. Sometimes Verizon does do a promo for new customers where that gets credited back within a cycle or two. I'd call CS to see if it was a valid promo or a sales rep trying to push a sale.

Cost per line is based on autopay, other carriers advertise the same way. If you're not autopaying with a proper payment method with autopay, charge is $10 more. This is something easily fixable.

Services get shut down for lack of payment, this isn't something being a new customer grants immunity for. You and CS have the ability to create a promise to pay. If one is on file, only financial services can modify. If this was for your first bill, CS does not have the ability to do a payment arrangement. If that's the case, FS isn't taking ownership.

One of my worst experiences with a carrier was with AT&T after they bought out Cingular and I refuse to give them my business again. Verizon hasn't reached that point yet, but some of the reps certainly are runner ups. It's all perspective and why I personally do things self serve as much as humanly possible.

[Redgmoney]

Hey Tiger,

My data plan is $55 per line, without any discount including autopay. Which was setup immediately, prior to my first due date.

My first payment was push back to August 19, so they could review my account and correct the charges. My service was disconnect August 7 for a past payment. How? My Payment was pushed back until August 19 and my accounts is on autopay, so if I had past due amount my account would of been charged. I did not need a payment plan. I don’t appreciate the lies I’ve been told by Verizon, since joining and there customer services Team ways of dealing with issues is to put you on hold for hours then disconnect the line. The first time probably an honest mistake, but the third and fourth time. It’s right out of their handbook, transfer the customer several times then disconnect the line if they remain on. 

ATT hands down better all the way around. 

[Demanderesse]

I had the same experience while calling to inquire why my "unlimited" hotspot was slowing to nothing after 15 G were used (roughly 3 hours streaming, used over the course of one month).  Not sure if it was intentional company policy, but just a handful of poorly trained employees who found it more convenient to hang up and not get cited for not being able to solve a customer's problem, than to struggle and fail and get cited (or whatever they do there).  I persevered and finally found someone who did have the knowledge to help (to the best of their ability).  Verizon does some things well, but others horribly.  They already lost my business once before and are on the verge of losing it again.  You have my sympathy.

[Redgmoney]

Dem,

That seems to be the norm with their CS, to just hang up or act like the line was disconnected. 

I’m a new Verizon customer, after only being with them for a couple months it has been unless lies. I’m still awaiting my 3x$150 gift cards For signing with them. 

lessons learned! 

[vzw_customer_support]

Redgmoney

We never want you to regret switching over to us. We're happy to have you be a part of our cellular family, and we want to turn this experience around. I'm here to help. Can you please provide more information about which promotion you are referring to? Also, did you complete the online submission as per your promotion? 

EdwardL_VZW

[vzw_customer_support]

Redgmoney, we're terribly sorry about this situation. The last thing we want is that you regret moving over to the best network. We would love to help you with your account, and make sure that everything is taken care of with your bill. Please reply to our private note. 

AaronS_VZW

[AlaskanGrown]

We signed up for the financial assistance and was promised not to be disconnected or terminated, yet on 08/17/2020 they disconnected an extremely important call which I was on the verge of possibly loosing a Gov contract due to Verizon refuses to fix my voicemail, which I have not been able to use since May 2020, but I was being charged for the Verizon services. I was forced to pay the late balance of $63.30 in order to use my cell phone again. This was money we simply did not have at that moment, but I desperately needed to call the person back. That person refuses to hear a word I have to say because they assumed I hung up on them...

When I brought this to Verizon's attention 08/17/2020, I was brushed off as "o'well"... They could care less....

I have had nothing but problems with Verizon's customer service and tech support, no one wants to do their job or they simply don't know how to... Seems like since their teams are working from home, they do NOT want to do garbage...

I have been without voicemail since May 2020, yet I'm being charged for the service. A young lady who actually filed a ticket for me (first who actually did after numerous promises) on 08/03/2020 then it was updated again with another ticket # on 08/17/2020, and as of yet, 08/23/2020 nothing has been done and I'm still without voicemail.

I filed complaints with the FCC that same day, Federal Trade Commission, US Securities Exchange, BBB, Alaska Consumer Affairs, State of Alaska Attorney General's Office, US Congressman Don Young, Consumer Finance.gov, Federal Financial Protection Bureau, pissedconsumer . com & on Facebook, who regulate the industries. Verizon Exec's are in receipt of the Governments inquires.

I am eager to join the lawsuit... Verizon have done nothing but try to destroy us and our small business... I WILL GLADLY JOIN A LAWSUIT... I am begging to be apart it.

I have asked Verizon many of times what is Verizon willing to do to make things right, but all I get is "we'll have to see what the outcome is with your voicemail"... SERIOUSLY...? What a line of garbage... You promise hardship protection, yet you terminated my service over $63.30... And you expect me to believe them on this? 

Not sure if people realizes it but there are several Verizon hate groups on Facebook which all their members have the same problems as all of us.

We are trapped with Verizon until Verizon can supposedly come to a conclusion about my voicemail, and then we are out of here... AT&T and GCI dominates our state, so they will get our business. 

Best of luck and stay safe,

[AlaskanGrown]

We signed up for the financial assistance and was promised not to be disconnected or terminated, yet on 08/17/2020 they disconnected an extremely important call which I was on the verge of possibly loosing a Gov contract due to Verizon refuses to fix my voicemail, which I have not been able to use since May 2020, but I was being charged for the Verizon services. I was forced to pay the late balance of $63.30 in order to use my cell phone again. This was money we simply did not have at that moment, but I desperately needed to call the person back. That person refuses to hear a word I have to say because they assumed I hung up on them...

When I brought this to Verizon's attention 08/17/2020, I was brushed off as "o'well"... They could care less....

I have had nothing but problems with Verizon's customer service and tech support, no one wants to do their job or they simply don't know how to... Seems like since their teams are working from home, they do NOT want to do garbage...

I have been without voicemail since May 2020, yet I'm being charged for the service. A young lady who actually filed a ticket for me (first who actually did after numerous promises) on 08/03/2020 then it was updated again with another ticket # on 08/17/2020, and as of yet, 08/23/2020 nothing has been done and I'm still without voicemail.

I filed complaints with the FCC that same day, Federal Trade Commission, US Securities Exchange, BBB, Alaska Consumer Affairs, State of Alaska Attorney General's Office, US Congressman Don Young, Consumer Finance.gov, Federal Financial Protection Bureau, pissedconsumer . com & on Facebook, who regulate the industries. Verizon Exec's are in receipt of the Governments inquires.

I am eager to join the lawsuit... Verizon have done nothing but try to destroy us and our small business... I WILL GLADLY JOIN A LAWSUIT... I am begging to be apart it.

I have asked Verizon many of times what is Verizon willing to do to make things right, but all I get is "we'll have to see what the outcome is with your voicemail"... SERIOUSLY...? What a line of garbage... You promise hardship protection, yet you terminated my service over $63.30... And you expect me to believe them on this? 

Not sure if people realizes it but there are several Verizon hate groups on Facebook which all their members have the same problems as all of us.

We are trapped with Verizon until Verizon can supposedly come to a conclusion about my voicemail, and then we are out of here... AT&T and GCI dominates our state, so they will get our business. 

Best of luck and stay safe,

[Demanderesse]

I'm so sorry to hear that that happened to you.  I believe it may well be time that citizens reached out to our representatives in Congress to let them know how poorly these companies holding a monopoly serve them.  Representatives to Congress do have staff whose job it is to resolve issues experienced by citizens.  I will check in with my Congresspeople this week.  You, too, thanks for the clarity, and stay safe. Hope the person you were trying to reach will finally understand that what happened was not your fault.

[CMS7]

I have been a business user of Verizon for the better part of 20 years. This is my latest experience in setting up a I watch series 6 for cellular. I spoke with 3 people yesterday the fist two were worthless. The 1st person said " oh yes I am very familiar with doing this".  Of course he had no idea what he was taking about. After 90 minutes of resetting the watch, creating a new number, rebooting the watch numerous times "his comment was" hold on I will get a supervisor. I was at my office so I did not not care about waiting, 30 minutes later I heard a click. NO SUPERVISOR!

I called back and asked to speak to a supervisor, this person please hold as my supervisor was in meeting and just getting done and will be right with you. 45 minutes later I heard another click on my land line.

The way Verizon clear's their customer support is to hang up on every one. Clearly they have NO knowledge of Apple's series 6 watch.

I would rate their customer support as 0 at best. One of the worst experiences I have ever had. 

[Redgmoney]

You got off lucky with only 90mins, before getting hung up on. Verizon should address this with their CS. This is not how your treat paying customers, when you do not know the answer. 

They put your on a 45 min hold, which is a break for them. They check on you every so often then resume their break. They are hoping you just hang up after while.

Since becoming a Verizon wireless customer 3 months ago, it’s been heck trying to get help with anything. I’m also, awaiting my 3 gift cards for leaving  AT&T. As you could imagine, I get the constant runaround.

[vzw_customer_support]

This is very concerning to hear, you can always reach out here or on Facebook and Twitter and we can look into any issues your having! 

[Redgmoney]

I’m still waiting for a reply. 

[vzw_customer_support]

I'm sorry to hear about the trouble you're experiencing with your new watch, CMS7. We'll be happy to look into this for you. Please look for a private note from us and reply to that.

[flyguide83]

I agree, it took me being hung up on/ promised call backs not fulfilled for over two weeks before I finally threatened to cancel my plan of over 13 years. That finally prompted someone to help me! I've never experienced such disregard of service in my life. I'll be shopping for alternative services tomorrow. 

[vzw_customer_support]

flyguide83, this is not our intended experience for you. We would like to know more about your concern to work toward a resolution. TerranceT_VZW