I will first start off with the fact that I have been a long time customer of Verizon and quite happy up until this year. I believe that's about 17 years considering I was an Airtouch customer up to the point when Verizon acquired that company.
My trouble started at the beginning of this year (January) when my wife's refurbished Droid Turbo began having issues. The refurbished one was provided by Verizon as part of Motorola's screen warranty on this particular model. I purchased a Droid Turbo 2 at full retail price from the Verizon online store (paid in full). When we received the new device I called VZW to help activate it. ....this is where my trouble began.
The set up went well enough but it was toward the end of the phone call when the rep told me about a new plan that would give us 8GB of data which was 2 more than our current 6GB plan. I told her I preferred to keep my current rate/plan but she mentioned this new one would not cost me anymore than I pay now. At the time our bill was only $101 per month (with discounts). After confirming with her at least 3 times and being reassured my bill would not increase, I agreed to move to the new plan. I was quite happy with 6GB since we never exceeded that amount but when someone from the company offers you 2 extra GB of data for free, where's the downside?
Well, when I received my bill for February which reflected the new plan charges, I noticed my payment was now $120. I called VZW support to ask them why it had increased when I was promised it would not. The rep was very helpful and confirmed that with the discount changes in the new plan and the extra data it was indeed more. I told him I would just like to switch back to my old (outdated) plan since I have been quite happy with that over the last couple of years and would not have switched had I not been misled. He agreed and told me everything would be switched back and that I would be paying the same amount I previously did.
When my March bill arrived I was shocked to see that my payment was now $153. ....$52 more than I was previously paying for the same plan. I was obviously upset at this point so I called VZW support. In a nutshell, the rep talked me into a 4GB plan (using the current plans) for an estimated $94. I say "estimated" because I won't know for sure until the bill comes when the new plan takes effect. Apparently, I could not switch back to my old $101/6GB plan at this point.
In summary, I was sold on a new plan I really didn't need with the promise that my monthly payment would not increase. ....but it did cost more. I was then told by another rep that they would fix the mistake and revert the plan back to my old one at the same price. ....it was reverted back but at the cost of $53 more per month. I again contacted VZW just this past Friday and was set up with a new plan for $7 less than I used to pay on my old plan but I lost 2 GB of data (from 6GB to 4GB). I have also paid (so far) $70 extra for this mistake and apparently and additional $20 until the new plan kicks in. In the end, I am paying nearly the same amount for a new plan I didn’t really want or need and I have 2GB less a month than I used to.
I would have been happy if the rep in February would have just changed me back to my old plan and price (as promised) to correct the mistake of the first rep when she misrepresented (lied about) the 8GB plan to me. At this point I am actually thinking of switching carriers since I will likely me in the market for a new phone soon (to replace my 2.5 yr old Turbo). …which is a shame since other than this fiasco, I have been very happy with VZW.
At the very least I no longer have faith in what VZW reps tell me over the phone and really wonder if I should begin recording my phones calls from now on just to cover myself from these types of pitfalls. I have already spent way more of my time on this matter than I care to at this point on a service I normally don’t need to think about but this experience has really soured my opinion of this company.
Kean, we appreciate you reaching out to us and appreciate your years of loyalty with us. I have sent you a Private Message to discuss these concerns further. I look forward to getting to a resolution.
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...unbelievable. Appreciation? I guess no answer is essentially the answer to my dilemma. Never will I trust Verizon again and for the first time in about 17 years I might actually will be looking to other carriers to fulfill our families cellular needs. Something that should have been resolved when they told it would be has now frustrated me to no end. It's truly a shame considering I had been very happy with VZW up until this year.
kristieq_vzw the rep that should have been the one who sent you the DM hasn't logged into the community forum since March 19, 2017. Why is anyone's guess.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
Yeah.... I replied to the rep's question via their PM last Sunday and then heard nothing. Im usually a patient guy. I rarely complain but this chain of events has really rubbed me the wrong way and left me feeling like a sucker the more I thought about it.
Thanks for replying. I received the sort of canned response one might expect when I emailed the VP. The msg stated someone would contact me shortly (delegated to a rep from her office). I marked that I prefer email since at this point I think it's better that I get any changes to my plan in writing. Already been bit twice and left to pay for it.
UPDATE: I was contacted as a result of my email and my situation has been resolved. There was a miscommunication/misunderstanding in how my discounts were being applied as the plan changed from the original which resulted in the increase(s) neither of us were expecting. That has now been corrected to my satisfaction and I am happy to say that VZW has restored my faith in them.