I was a Verizon customer for over 10 years, but for the last two years we rarely used more than 1-2 GBs of data/month. I was looking for a cheaper option. I ended up going with a newer service provider since Verizon was not able to lower my bill to match their rates. (I am posting this using my work cell account). I understand they couldnt match the price, but I wanted to give Verizon the chance. As a result, I asked for my port-out-numbers so I could transfer my two cell numbers to the other carrier. The Verizon customer agent apologized for not being able to match and offered me a $20 credit for being a long term customer. I asked why they would do that knowing that I was going to transfer service out of Verizon in the next few days. She said as a thank-you for being a loyal customer. I asked her twice if this would alter my policy (I had not been under contract with Verizon for over 3 years) and she confirmed both times that it did not and that there would be no fees for leaving Verizon. So I foolishly accepted the $20 credit.
Fast forward 6 weeks and I see that my final bill auto-drafted out of my credit card.....for $407! Verizon charged me two early cancellation fees of $175 each plus fees/taxes! I have since talked to 5 different Verizon customer service agents. All 5 agents have agreed that the agent I originally talked to lied to me about the $20 credit. All 5 Verizon agents and their supervisors tried to get me refunded over the course of last 5 weeks. I even have confirmation numbers of the promised refunds. However, each refund was subsequently denied by "the night team" as they said that by accepting the $20 credit when I got my port-out-numbers that I re-entered into a 1-year contract. They say that there is no way for me to talk to "the night team" and get my $407 refund approved. Please help!
Contact your local better business agency. Have them enter an official complaint against Verizon as they falsely misled you. This should start the ball. They may even direct you to an attorny as this is classified both as a bait and switch tactic as well as voidable contract as they did not provide you all the facts before agreeing to the charge. This would be considered a verbal contract. Even with it recorded if they told you several times that you would not be changing anything on this account its probably void and they are assuming that you will not fight it.
Last time I switched from verizon to someone else I never had to call Verizon for any port out numbers, is this something new? I signed up with the new carrier and they ported my numbers over and I didn't have to say anything to verizon. Same whrn I left that carrier back to verizon.
Hello celisup7. We're truly sorry to learn that you've decided to leave us and had such an experience while doing so. This definitely sounds like something we need to look into for you. Please send us a Private Note for a thorough review of your account.
As a follow-up, I took the advice above and contacted the BBB. That was my first experience in doing so and it appears to have worked. The BBB reached out to Verizon on my behalf. I received a response from Verizon last night promising a refund. Thank you for the suggestion!
Post back when you actually receive the refund. I still don't understand why it was done this way. Was never charged a cancelation fee when the other carrier ported my numver over but my phones were paid off. This seems like a very messed up way to go to a new provider. What happened when you reached out to the customer service rep that responded?
Verizon implemented a 6 digit transfer pin somewhat recently to combat unauthorized port-outs.
The OP was really weird..I know what the other end looks like and a simple credit adjustment is just that. Sounds either an existing contract wasnt disclosed or one of those "save offers" that tack on a year contract was accepted without customer consent. Either way it was a horrible thing to do.
So we can no longer walk into another carrier and give our main account password and info and sign up with the other carrier before talking to Verizon for a 6 digit pin?
celisup7, we are glad to hear that you have received a resolution. We appreciate the time you have taken to contact us and we apologize for the multiple paths you had to take to get this matter resolved. All of your feedback is appreciated and we will forward your concern. We want to thank you for being a valued part of Verizon and I hope you enjoy the rest of your day.