My Verizon Wireless Account opened in 1993

I have been a happy and loyal Verizon Wireless customer since 1993, with up to five lines at one time or another. Currently, I am the owner of a three line wireless account. I placed an order last night to upgrade our (my elderly Mom & Dad & myself) three lines with new phones and another two year contract and was appalled to find $195.00 in upgrade and activation fees and another $81.97 for the new phones on the checkout screen. A $65 charge per phone to upgrade and activate. Sounds crazy but true!! Needless to say, I immediately called the customer service number on the screen because no one was available at that time for online chat, only to hear the words, "I have to pay the same fees too," from the Verizon rep. Now, I have a friend who works for Verizon Wireless and I know for a fact they get their phones for free and there are no obnoxious fees assessed to them as well. I was not only told this once on the phone, but another rep I spoke with through online chat later that evening quoted the same line. The online rep also quoted, "Not a problem! I would be happy to help you through the order process and Then, I would be happy to help you contact customer care to see about having those fees waived." I have the screen print to prove it!!! Being a retired telecommunications rep with another reputable telecommunications company, I am absolutely blown away that I would be shelling out $276.97, before I even used the new phones and any other applicable surcharges and taxes. I do not care why these fees are assessed, nor do I care to know. What I do want to know is why someone would want to spend all this money upfront and then promise another two years worth of their money to a company who is stealing it from the get go????? I want to know does Verizon still want my business because my money sure does spend anywhere else!!!!!

Concerned and truly upset -- Hello, anyone care??? Are we still in a recession?????

Accepted answers

rcschnoor

If you were charged a $30 upgrade fee AND a $35 activation fee when upgrading at a discount, then you were overcharged. You should have simply been charged the $30 upgrade fee for each line receiving a new phone at a discount. The total of fees for the upgrade should have been $90, not $195. Check your bill to confirm that it was actually $195, and if so Verizon will refund you $105.

All comments

UnHappyUser71

Duplicate post - please visit:

https://community.verizonwireless.com/thread/814185

Message was edited by: Admin Moderator

jroeder

The fees are assessed to everyone. Your friend who works for Verizon might get them waived but that's because he works for them.

Does Verizon care? No, large corporations no longer know the meaning of care. It's just business. Verizon's position is pay what they want or take your money elsewhere. If you cancel they don't take it personally so why should you? It is a pain to switch sometimes but if you want a provider that appreciates your loyalty you might want to find somewhere else to go. Verizon and AT&T just simply don't care anymore.

rcschnoor

Verizon_Support

chrmyna- We are excited to see that you have upgraded and added new service. Your loyalty is much appreciated. I understand your concern and I will not attempt to bore you with the same information that's already been provided in regards to upgrade fees. What we do have to offer is a wonderful trade-in program, which would allow you to receive a gift card. This is an effort to try and help with the costs of service. Click here for details: http://bit.ly/GGnDDC

sheritah_vzw

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kllavas

Verizon Wireless supo\port is there a direct number to your "loyalty/retention department? I was being tranferred to them and somehow got disconnected last night.

unknown

at then telephone prompt select terminating service or say quit my service and the voice recognition will send you to the proper department.

Good Luck

kllavas

I went through all the hoops again with Customer care and was finally transferred to the magical Customer Care PRO dept where i was told "Sorry for all the bad info you received, the first person you talked to should have told you this, and definitely should not have recommended you commit insurance fraud" (I have the chat transcripts where a rep said it is open enrollment so I should insure the stolen phone but not make a claim on the same call...) I then offered to buy a tablet at full retail since I am in the market for one anyway so that I could move it to the existing line at $10/ month and open an additional line for a smart phone with 2yr contract pricing IF they would waive the activation fee. She said that was a standard fee that could not be waived. I explained that I had an upgrade fee waived before and she changed her statement to "Just because it has been done in the past does not mean it will be done every time, and I meant to say that I am not going to waive it."

So frustrated right now...

Verizon_Support

kllavas,

I apologize for the inconvenience experienced when you called. We definitely want to assist you. There isn't a direct phone number, but you can reach our Customer Service Department at 800-922-0204. However, we're here to help and I'll gladly assist you with anything you need. If you'd like, you can follow me and send a Direct Message for further assistance.

AdaS_VZW

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BrendanFella

kllavas

First off, don't believe ANYTHING a customer Service Rep tells you.

You have already experienced a "The other rep should not have told you that"

I have been through the works myself, successfully suspending a device without billing on "My Verizon"

A rep agreed to suspend without billing during dispute....I WAS BILLED

Causing shut-offs..

A rep waived the re-connection fee. ..I WAS BILLED

Causing more re-connection fees and more.

I took this matter to the Executive Offices...NO SUCCESS

I was however told that the on-phone reps have the authority to make these decisions...so what happened????

The good news (Maybe)..I believe you have 14 days to cancel any new contract without charge.

more than 14 days...you are screwed