I opened my service in December 2016 and was promised my monthly service including taxes and fees would be approx. $125 per month. When I got my first bill, the estimated bill was more than I was promised. I have done several online chats (all of this is documented) that my monthly service would be $124.91 and then the last supervisor (Tammy) assured me my monthly bill would be $119.11 (that I was actually getting my iphone for free with no trade in). I got my month 3 bill and of course it is not what I was promised. After many more online chats and phone calls to customer service and multiple promises that a supervisor would call me, I am still waiting on a return call. What do I need to do to get a return call and my monthly bill as to what I was promised while I was still in the 14-day return period. Do I need to contact the Better Business Bureau to get this issue resolved? I have taken way to much of my time to get my bill as to what has been promised by Verizon on more than one occasion and all of this is in writing via online chats and emails from Verizon Customer Support. I have been with Verizon for only three months and this has been the worst customer service I have ever received. Should have stayed with AT&T!
Your first bill is generally a bit higher due to pro-rating your service and activation fees, etc - but the second and third month should have stabilized. How much higher is the bill than what you were promised? What plan do you have, and what was the breakdown for what you were told and what the actual bill shows?
When you say "getting my iPhone free" - could that be the device payment plan cost is being credited back, resulting in $0 cost? If that's the case, it takes 2-3 billing cycles for that to kick in. You would have the device payment on the first few bills, making it higher, but then the payments you have already made will be credited back (resulting in a one time much lower bill), and then the credit will show each month going forward, bringing your bill to what was quoted.
Details will help us to help you sort this out.
This has been going on since I opened my account. When I ordered my phones I was told my monthly bill including taxes and fees would be approx. 125$ per month by Spencer who I ordered the phones with. Once I got the devices and the estimated bills I called in to customer service again and was told my bill would be $125 per month.
In January using the online chat (transcript reference number [Removed] ) I was told by Jesse and his supervisor (Who called me) that they would honor what I was previously told and apply a $10 per month credit (see online chat transcript). I also received text message on 1/6/17 stating: "Your new bill after month 3 will be $124.91 as what have agreed previously"
Then once I received my bill on January I went back online (cha ID # [Removed]) and asked why I was not receiving the 10$ credit as told in previous chats. Supervisor by the name of Tammy researched my account and then I was advised that I would receive monthly credits of $32.08 for the iPhone, and $7.00 per dGalaxy phones I ordered. She also advised in conversation that my monthly bill would be $119.11 instead of the $124.91 as previously told. She even stated in the chat that this was with out a trade in and I ever questioned her on this, but was assured she was correct. She also sent an email on 1/27 (shown below)
Let’s make things happen.
Thanks for reaching out to us for help. We've processed your request. To recap, here's what we've done:
As you can see from the online chat and email, the supervisor was going to call me on 2/23 which never happened.
I started online chats on Monday 2/27 (chat ID # [Removed]) asking why I was not receiving credits promised in January by Tammy and why she did not call me. I was told that a 360 feedback would be submitted and Tammy would call me within 24-48 hours. This never happened.
I received an email on 3/2 (after my call into customer service) stating I was given wrong information and my bill was correct (Still not what I was promised in December of $124.91).
After the email I called into customer service, I asked to speak to a supervisor, transferred to a lady who was very rude while I was trying to answer her questions and I was told "Only answer the questions I ask you." At this point I asked for her supervisor, after holding for 10+ minutes I was told none were available and that a supervisor would call me at noon. Never received this call!!! I called back in, spoke to a Supervisor by the name of Trevor who assured me his supervisor, Gloria, would call me within 24-48 hours to discuss this issue and "try to make it right". At this point I am still waiting for that call.
Since day one with Verizon I have had nothing but issues and no one has done what has been promised in writing on online chats. This by far is the worst customer service I have ever done business with. I was with AT&T for 17+ years and never had this kind of an issue. I switched because of what I was told my monthly bill would be for the 4GB plan.
I have wasted many hours trying to resolve this issue and get what was promised to me, even while I was still in the 14-day return period. If I would have been told the truth during the 14-days I would have returned everything. I ever expressed that and I feel as if I was lied to, just to keep with to stay with Verizon.
I am also copying an email address I was given last night by a "supervisor" to send to Verizon Corporate. I have to admit, I feel this address probably will not go to anyone to resolve this issue, but I am doing as I was told.
What can be done to get my monthly bill as previously promised in January of $119.11 (I think I deserve that for the repeated failures of anyone returning my calls)
Very Unhappy Customer
personal information and chat transcription removed as required by the Verizon Wireless Terms of Service
Message edited by Verizon Moderator