My name is Michael. My wife, Magdalena, and I have been Verizon Wireless customers since November 2014 and Verizon Fios customers since April of 2017. Recently, my wife took a month-long trip to Europe. Prior to her departure, I contacted Verizon Wireless customer service over the phone to learn about the WiFi calling feature. I was very apprehensive about using the feature as I was worried about accidently utilizing data or minutes internationally. The Verizon Wireless representative walked me through the steps to activate the feature, assured me that the feature is a part of my plan at no extra cost, and genuinely quelled my fears about using the phone internationally.
A few days after Magdalena departed, I once again contacted Verizon Wireless customer service (via online chat) to seek troubleshooting for a problem we were having. Although I could contact Magdalena via WiFi calling, she could not call me. The Verizon Wireless representative went through the troubleshooting steps and asked me to attempt the call again. Considering it was late at night in Europe, I decided to have Magdalena try again the next day. I then requested a copy of that chat (which I still maintain). However, the next day, she was still not able to call me via WiFi. I did not contact Verizon Wireless again as WiFi calling worked fine, provided I called her.
Throughout her time in Europe, she visited several countries and would notify me to call her through social media apps, via WiFi. Since the roaming feature was turned off during the trip (per Verizon Wireless customer service instructions), and airplane mode was activated, she would not have been able to contact me, via social media, without WiFi turned on. Magdalena returned to the United States on 5 June.
On 7 June, I received a notification that my June 26thbill would increase by $486.88 due to 272 minutes of international calling. I immediately contacted Verizon Wireless customer service and explained my situation. I stated that roaming was turned off, airplane mode was active, and that WiFi calling was used each time. Additionally, I stated that data was turned off and that my wife would only receive my social media messages while on WiFi and then, and only then, would I call her via WiFi calling.
I was offered a 25% reduction to the additional charges, which I declined. I was then provided with this address and directed to write a letter explaining my side of the issue.
Simply stated, I have never had any issues with Verizon Wireless. Customer Service has always been excellent and, even though cheaper options are abundant, I firmly believe that Verizon Wireless as a company will take care of their customers, provided the customer has done their due diligence and acted in good faith.
I believe that I have held up my end of the bargain as loyal, courteous, and professional customer. Before we decided to use the WiFi calling feature, I contacted Verizon Wireless to get specifics. When we were having difficulties with the WiFi calling feature, I contacted Verizon Wireless to get specifics. My concern is that when there is a billing anomaly (such as multiple international calls being placed at excessive costs), why would we not receive a notification from Verizon Wireless about it? Why would I be offered a 25% discount on a bill that I clearly did not deserve considering I followed the instructions from Verizon Wireless on how to utilize the feature that should have prevented the charge in the first place? Why would a Verizon Wireless customer representative not notify me about rampant international calls while I am communicating with them (via online chat) about why the WiFi calling feature was having issues?
I believe that I acted in good faith and that all precautions were made by my wife and me prior to her departure for Europe. The anomaly could not have been avoided on my part.
What should I do next to resolve this issue?
MikeDino, we are sorry to hear about this experience and want this resolved ASAP. A private message has been sent so we can assist you further.
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
Hi, how do I get this addressed? I also turned off data, turned on wifi calling, and yet I'm being charged $140 for it? What do I have to do to be treated fairly at Verizon?
I assure you that we are able to address and resolve all of your concerns. No one likes to receive a bill that is larger than expected. I regret to learn of any miscommunication about the charges while your wife traveled, and I'm eager to help. Please keep in mind that we would need to access the account and review the details, in order to assist. I read the thread, and I see that a Private Note has been sent to you (via email). Have you received it? If so, have you responded?
eriche, it's important to us that you have the opportunity to understand your roaming charges billed. It's important that your phone is placed in Airplane Mode when traveling Internationally to ensure the phone does not connect to local towers and avoid charges. https://www.verizonwireless.com/support/international-travel-faqs/. We can definitely provide a detailed review for you. I have sent you a Private Message with further details. TanishaS_VZW
I experienced a very similar issue last year although I am on Verizon Prepaid.
I started experiencing line-item charges for "VoLTE call - $.20" and domestic long distance charges and other bizarre items like that, all while I was overseas and only using WiFi calling (in fact, the country I was in didn't even support prepaid TravelPass on their mobile networks).
Thankfully, I was never able to run up a large balance since I was prepaid. After opening a network repair ticket, global roaming support was able to fix it and it hasn't come back since.
Sure would be nice if problems that were fixed or resolved would have the resolution explained by a Verizon agent here on the Forum for all customers to see.