I went to Verizon in Clive, IA 10/20/15 to get a new iPhone. The salesperson, Jaymes, convinced me to buy a Jet Pack and switch my Internet service to Verizon. I was very upfront that I was a 60-year-old technophobe. The way he explained it was as if I was switching to a like service as I'd had with Century Link's WIFI Internet service. He also persuaded me to switch my home phone to Verizon. I explained I didn't plan on keeping a land line. He stated I would not get the nuisance calls like I had been. So far from the truth! I just had no caller ID information for any calls unless they were saved in my phone.
The evening I bought the new iPhone I started getting a deluge of text messages from Verizon that I'd reached then surpassed my data plan! It was 11pm at night. I was "chatting" with Customer Support until 1am! I could not understand how I could be going over my data plan when I was in my own home. The next day I went back into Verizon. The answer I got from the employee was to increase my data plan. It took about 3 days before the full impact of what a Jet Pack was sunk in. I again went into the store. I voiced my concern that I was uneasy trying to constantly monitor my data usage so I would not go over. Again the answer was to increase my data! I went back yet again about a week later. I was increased to an extra large plan for my own personal use! I was told to just try it for a month or 2 to see how the usage went. NEVER did anyone I talk to tell me there was a 2-year contract! I finished out the month and was convinced a Jet Pack with even the extra large data plan was not going to work for me. I went in for the FOURTH time after 6 weeks to stop the service. I was then told I had 2 weeks to change my mind or I had to pay $175- for an early termination fee for BOTH the Jet Pack and the phone antenna! $350!! This was now my 4th sales representation I talked to & the first to mention a contract. I told him that everything that had happened & expressed my extreme frustration with my experience. He was a very tall man & he menacingly informed me that he had "a team of lawyers behind him" regarding the contractwit. He looked over to someone else & "got the ok" to return it & get the termination fee waived if I went home to get them & bring them back immediately. I went home to get it & the phone antenna. I got a refund (I thought). I got a huge bill that was NOT correct 2 weeks later. I called Verizson & talked to a very nice representative who discovered I had been credited for the Jet Pack but not the home phone base unit. He tried unsuccessfully for the next 4 hours to get through to the Clive store to get it cleared up. I didn't hear back as he assured me I would. Three days later I called again with the same outcome: I talked to a nice rep who immediately saw what the billing error was. Again she was not able to get an answer from the Clive Verizon. She called later to tell me "Brian" would call me by noon the following day. No call was received. Another 3 days went by & I called "Brian". He said he knew why I was calling & that he neglected to refund the second early termination fee I was charged. I then got a corrected bill. I can't find any one to express my frustration & agitation with everything that happened. I feel like I was duped because I didn't understand what a Jet Pack was. I was never told about a 2-year contract with either device by Jaymes or the other store salesman I talked to. I think something should be done to reprimand Jaymes so he cannot take advantage of another unsuspecting, trusting customer. I've been with Verizon over 10 years. I'd really like to stop my service & file a complaint through the Better Business Bureau (although I doubt it would matter).
DupedNP, this is a lot to go through and I am truly sorry for your experience. Let me assure you that we do appreciate your loyalty and would not want to lose you as a customer. I will assure you that we will provide feedback to the store location. I do want to clarify your billing concerns. Has this been resolved?
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