Back in December, my husband and I arrived at our winter rental in Florida. I could not connect my Kindle tablet to the home's Xfinity service and could get nowhere with either Comcast or Amazon for a solution. It really bugged me that I was looking at months without my tablet. What's to be done? And then I found the Verizon jetpack. "How neat," I thought. "And look. They are offering a "Buy with Confidence. No risk device trial."
Yes, just try that new device out for 14 days and if you don't like it, well, you just send that little thing back because "we've done everything we can to help you purchase your phone or tablet today with confidence."
So why not?
Here I am. A month later and at least $100 poorer for having made that stupid decision.
I realized before the jetpack even arrived that it was a dumb idea. I was looking at $10/month for 24 months for the privilege of using the thing and $240 to access my Kindle didn't make much sense. Duh. So I told my husband to refuse delivery when it arrived. He didn't. The jetpack actually came into my house.
I immediately chatted with Verizon for a return label and the next day took the thing to a UPS drop off. "That's that," I thought. But NO.
My bill arrived with the cost of the jetpack still included, an activation fee, the $10 monthly line charge, and all the attendant fees and taxes. I "chatted." Oh, yes, Verizon will take all of that off. We're very sorry. Of course there IS a $35 restocking fee. For a thing that was in my house about 24 hours and was never unpacked. Not EXACTLY "no risk" and just return it it "with confidence." I was furious. The CSR said she'd waive half of that fee.
And yet my bill arrived online and there was a $55 past due balance. Really? Why? Oh, and the $10 line charge still in place. So we chatted AGAIN. Got nowhere. NOWHERE. Finally I said, "Okay. I will just pay the $45 but that $10 line charge has to be removed." Sure, he said. I'll do that.
Today my new bill arrived for nearly $300. Turns out I was charged an early termination fee and a late fee. Another CSR has removed those charges but my bill is still $109, nearly $20 more than usual. Why? We don't seem to be able to answer that. Fees. Taxes. Miscellaneous nonsense. The bill is inscrutable and no one knows what's going on ever.
And I thought residential phone service was a frustrating mess. It's almost nothing compared to wireless. AT&T? I think we're on our way.
We'd never want to see you leave us as we're truly sorry for your experience with your bill after purchasing and returning the jetpack. We understand that being billed incorrectly and not being provided a complete explanation of your remaining charges is frustrating, so we're here to help ensure everything is the way it should be. Please check your inbox and respond to the Private Message we've sent you in order to collect additional information.
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