Verizon Extortion

[timsak]

On Tuesday of this week my phone stopped working. I had an old phone in the house and tried to activate it. The recording told me to call Cust. Serv. I was on the phone with them from 8:50 to 10:45.. They would not let me activate the phone because it was too old (acceptable) and my "plan" was out of date!. I told them I had an identical phone, as the one that broke, on order (which I did) and would try to activate that one/. I was told that I would have the same problem.. I went up to the supervisor level and was told the same!. What it comes down to is this, If I didn't pay more for a plan (share everything) or pay less for a plan that I lose services on, they were unable to activate my phone:. I said that this was extortion, holding my phone service hostage until I paid up and the reply was that these were the alternatives;. The reps that I spoke with were understanding but could do nothing as the computer wouldn't let them|. I thanked them and asked to speak to the supervisors boss and was told that they would send him an email and that he (Jeremiah, from Indiana) would call me back within 72 hours......still waiting. Next Stop, Connecticut State Atty. Gen. Office, maybe they can help..

[Ann154]

What was the phone model of the one you were trying to activate? Model of the phone that quit? The name of your voice plan?

[timsak]

The plan is the "nationwide select family share plan" 2100 minutes to share. The phone that went dead as well as the replacement is the samsung sch-u750.

[Ann154]

Can you try to activate through your MyVerizon account online? How long have you had that plan?

[timsak]

I tried to activate, no go. Customer support, no go. I had the plan for years....

[timsak]

So now, I spent the last hour and 23 minutes on the phone with a wonderful service rep out of MD. (Nichole) and convinced me to change to a plan that would save a little money (but I lose minutes) but I could activate my phone right away. Then the kicker, because it's 11 days before the end of the billing cycle it will cost me $610 on my next bill due to prorating. I said thanks but no thanks. It's time to call the Attorney General.....

[NuDroidUsrr]

timsak wrote:

So now, I spent the last hour and 23 minutes on the phone with a wonderful service rep out of MD. (Nichole) and convinced me to change to a plan that would save a little money (but I lose minutes) but I could activate my phone right away. Then the kicker, because it's 11 days before the end of the billing cycle it will cost me $610 on my next bill due to prorating. I said thanks but no thanks. It's time to call the Attorney General.....

  Why did they say it will cost you $610 on your next bill? What is a normal monthly bill for you? How many phones on the plan?

[timsak]

When I asked for the breakdown of the charge she just kept reiterating that because I was in the middle of the billing cycle and the way they prorate that would be the cost. It seems as though they dont actually use your plan minutes to prorate they use a formula, and by using that formula and applying it to the two plans it shows an overage (even though I never go over) which is the main reason for that cost...... I have five phones, only one smartphone. My average bill is $235.

[NuDroidUsrr]

timsak wrote:

When I asked for the breakdown of the charge she just kept reiterating that because I was in the middle of the billing cycle and the way they prorate that would be the cost. It seems as though they dont actually use your plan minutes to prorate they use a formula, and by using that formula and applying it to the two plans it shows an overage (even though I never go over) which is the main reason for that cost...... I have five phones, only one smartphone. My average bill is $235.

Something is fishy if they wouldn't break it down for you...

[timsak]

I really can't blame it on the customer service rep. She was really awesome, but the system was telling her what I stated above. As a matter of fact, all the customer service reps were great but the system is so locked down now they really can't do anything. As with any (too large to fail) company, the problem starts at the top..... I'll let the AG sort it out.

[#11]

I have to agree, something very odd if they wouldn't break down the bill into each individual charge.  That has to show up somewhere because it would certainly be on your paper copy of the bill.

Best of luck to you.  Keep us informed on the progress and resolution.

[rcschnoor]

timsak wrote:

My average bill is $235.

With an average monthly bill of $235, there is no way that prorating can bring it up to $610 UNLESS your NEW average bill is MUCH higher, say around $510/month, or you had other charges on top of the prorating such as upgrade fees, purchasing a new phone and charging it to your account, etc...

Prorating means paying a partial month plus a full month and it also goes both ways. If they are going to prorate your new plan, they will also prorate your old plan and you will get a partial refund of the amount you had already paid on your old plan for the current month. So a partial month(11/30 days of the new plan) @ $510 = $187  plus a full month(of the new plan) @ $510 LESS a refund of a partial month (11/30 days of your old plan) @ $235 = $86 for a total of $187 + $510 - $86 = $611. Of course these numbers are only an example to illustrate how much higher your new plan would have to be to get a bill of $610 due ONLY to proration.

So, if your new bill was around $610, ther MUST have been some other charges on there BESIDES just the prorating.

[commonsense101]

was it a 6 year old alltell phone?

its been a while since you could activate altell phones on verizon network (like a year?)

might be time to upgrade or find a cheaper service provider. Verizon is losing money on alltell customers so honestly they don't care what you do

[timsak]

not alltell..

[Zenith629]

  Your story is quite concerning. I recall being surprised when I ordered my Galaxy Nexus 4G and was told that I could not keep my Nationwide Premier Plan. I was switched to the Nationwide Talk and Text plan and told that it was the same. Actually there were some differences in terms of included functionality that I lost, but it was acceptable.

  What I find quite concerning is your not being allowed to replace your basic phone with identical models! I have 3 basic phones and 2 smartphones on my plan. For the basic phones, I have duplicate backup phones in storage since the users prefer their old phones and don't wish to replace them with current models. For example, my 80 year old mom dislikes the displays and "feel" of today's basic phones. Her old Samsung u340 model is the only one she wants. I myself still also use my LG VX8300 (and have backups in storage). I also own the 4G smartphone which I use for data only. The duplicate backup phones are all brand new in their boxes and never used. For me, it is basically a self-insurance policy for those older basic phones. If any of our basic phones are lost or broken I expect to be able to activate the duplicate phones that I have previously purchased. I will be quite annoyed if I am then told that I have an outdated plan!

  I wonder if Verizon differentiates between the Nationwide Select/Premier plans and the Nationwide Talk and Text plans in terms of allowing activation of older basic phones? Am I in the same situation as you with my Talk and Text plan? For the record, I am well aware of the new Shared Data plans having been schooled on them each and every time I contact Verizon. I do not want the Shared Data plan for many of the same reasons that have been clearly articulated by others. I sincerely hope that you are allowed to activate your self-insurance phone and appeal to Verizon to please stop being unnecessarily restrictive with your policies. This is truly alarming to read. Good luck!

[timsak]

Not sure if you are or not. What I do know is that if your plan is considered obsolete or  out of date then they won't activate your phone. You wont get any help from Verizon either, I never got a call back from the Ops manager from Indiana. I had to cave and switch plans because of family health care issues. But on the brighter side the Attorney General in Connecticut thought it was "interesting". Waiting to hear back from them. I'll keep you updated.....

[Zenith629]

The Nationwide Talk and Text plan is also discontinued but grandfathed for customers who had this plan prior to the Shared Plans coming into effect last month. Perhaps Verizon can convert you to the Talk and Text plan as they did me in February. I am of course assuming that it remains OK for Nationwide Talk and Text customers to activate older replacement basic phones on our lines. I certainly hope so for myself too! Anyway it's something to ask about and maybe you'll get resolution.

[JeffL3603]

I have had Verizon for years and never experienced this problem.  I also have had the same plan for years.  Every time it is time to renew my two year plan I upgrade my phone and still keep my old plan without any issues.  My old plan has unlimited data, that is why I keep it.  I have never had a 600+ bill. I have always bought my phones at the two year renewal reduced rate. I got my Samsung Nexus brand new for 299. Retail was 699.  It appears you paid retail for your phone.  Also they prorated my charges and it still didn't add up to 600+.  I think perhaps their are details you aren't telling us that effected your bill. Now there are issues sometimes with their computer system not allowing the representative to do things.  I experienced that a few times.  It took them two billing cycles to get the adjustments taken care of, but it did happen.

[Zenith629]

Jeff,

From my own experience I believe I can clarify some of these issues. With the Nationwide Select/Premier plans all is OK with upgrading as long as your PRIMARY cell phone on that plan was NOT a basic device. You could still upgrade any of your secondary cell phones on that plan right up to at least 3G in my experience with no issues whatsoever. However, if your primary cell phone on that Nationwide select/premier plan was a basic phone then you were not allowed to upgrade that specific phone to 4G as I needed to do when I purchased my Nexus. It was explained to me at the time by Verizon that the concept of Primary and Secondary cell phones was scrapped with the introduction of the Nationwide Talk and Text plan, and by swtiching to the newer Nationwide Talk and Text plan I could upgrade any of my phones to 3G/4G since there was no longer a Primary phone in this plan. I suspect that the initiator of this thread has his basic phone as the Primary phone on his Select plan like I did. Hope this helps.

[kh-taylarie]

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