I need to file a complaint against local store and sales people. How?

[Linjin]

I am a long time AT&T Customer.   I had heard many good things about Verizon so I went to the local store and signed up as a new customer.  I went in wanting a smartphone with 6 gb, unlimited text and minutes.  The salesman told me he had a better option for me, I signed up on a 2 year contract with a Samsung 5 phone and he told me a  separate device (hotspot) would serve me better.  I repeatedly asked the cost and he told me $2.40 a month.  I spent over 2+ hours in the store for this transaction.

When I got home and started going through what was sold to me I saw charges that  I was not aware of. I had been told I would receive a form for a $50. rebate for the Samsung 5 which I wasn't given.  I then received a bill for $251.00.  I tried logging into my Verizon account and was told I was not the main account holder so I could not view my account.  I was very frustrated at this point.  I went back into the store to resolve all of these issues.  Another 2 hours and I found out that my phone only had 1gb on it and  the little box (hotspot) I had been sold had 5gb on it and I needed to carry it with me to be able to have access to data. I then found out that my account had been registered under the phone number for the hotspot - the salesman(the same one that sold me these items) worked on the store computer and said he fixed it,  I then asked about the large bill that I received. He looked it up and told me that I had been charged for 6gb on my phone and 6 gb on the hotspot. I wanted to return the hotspot box and he told me I would be charged a $35.00 restocking fee.  I am so frustrated with this salesman and this store.  I went home and returned today to talk to the manager. She also told me the same thing. 

I went into the Verizon store to sign up for new service, buy a new phone with 6 GB on it with unlimited text and minutes.  That’s all. I do not want to carry a separate device around with me.

Now I have a device I have no use for, a bill for $251.00 4 days after  I went into the store and  I cannot access my account because I’m not the main person.

[LRVassar]

You should call customer care and tell them you want the six GB More Everything Plan. You'll have six GB's between both, the phone and the hotspot device. Unfortunately, you're paying an extra $20 per month for having a hotspot device, but that's all moot now. They've already stated you'll have to pay an ETF to terminate service on the hotspot.

[sprmankalel]

I would suck it up and pay the $35 restock fee to return the HotSpot if you're within the 14 days and also get your account changed to what you initially wanted. Then you can go to www.vzw.com/survey to voice your opinion. This should go to the store manager and district manager and maybe even higher. You will need to use your phone number so it wouldn't be anonymous. They also take this very seriously and employees are also reviewed on their survey scores.

[BrendanFella]

First off, I don't believe anybody at Verizon Wireless is actually watching what is going on at the stores and also what is going on the phone with Customer Service. If they are then they just don't care. Nothing is going to get done.

I agree that paying the re-stocking fee within 14 days is your best option BEFORE THE FEES ACCUMULATE.

It is my understanding that the hotspot (JetPack) actually costs $50 per month. (at least mine did)

I purchased this device at a store after explaining that I needed a device that I would only pay for when I actually use it and could shut it off when not needed. I was assured by a sales rep that this (JetPack) would serve my usage.

Although the web site will allow you to suspend it any time you want...it won't be honored by Verizon Wireless.

I went to the District VP's Office. I am still waiting for an answer as to why the website allows one to complete an action that is not allowed and to be legally billed for that action. . The rules state (hidden in the FAQ) It can be suspended without billing for 90 days (But only once in a 12 month period). It cannot be just used when you feel like it and not billed other times. Suspending also increases your termination date by the time suspended. I found out the hard way.

Get rid if it now before you owe a fortune like I did.

Filling out a survey won't help. Going to the Executive offices won't help. You will be told what you have already been told....These are the rules pay the bill for $251. You will not get an answer as to why you were told what you were told at the store.
...so cancel it now...BTW if you have a SMARTPHONE you can use it as a hotspot ($30 a month, but you can at least shut it off)

[rcschnoor]

BrendanFella wrote:

I purchased this device at a store after explaining that I needed a device that I would only pay for when I actually use it and could shut it off when not needed. I was assured by a sales rep that this (JetPack) would serve my usage.

What you are describing here is a pre-paid jetpack and it appears you purchased a contract jetpack. Of course you will pay more for the device when getting a pre-paid jetpack because you are not getting a subsidy on the price in exchange for signing a 2 yr contract.

[BrendanFella]

Linjin Jul 1, 2014 2:23 PM 

I signed up on a 2 year contract with a Samsung 5 phone and he told me a  separate device (hotspot) would serve me better.  I repeatedly asked the cost and he told me $2.40 a month.

rcschnoor, excuse my confusion...

What is the $2.40 a month charge and how is my contract of $50 cheaper?

This brings up an interesting question. If Linjin was signing a 2 year contract on a Samsung 5 that has a hotspot why would the salesperson sell Linjin a seperate device?

I do not see where Linjin states it was a pre-paid device

If you reread the original post it basically taljks about what the customer was told by a Verizon Rep., How they were treated and was what they were told correct.

@LRVassar (to Linjin) "They've already stated you'll have to pay an ETF to terminate service on the hotspot."

Linjin...Do you have a JetPack with a contract or a prepaid device.

[rcschnoor]

BrendanFella wrote:

rcschnoor, excuse my confusion...

What is the $2.40 a month charge and how is my contract of $50 cheaper? I certainly don't know what the $2.40/month charge is as I was not there when Linjin made the purchase and I made no mention that your contract was $50 cheaper.

This brings up an interesting question. If Linjin was signing a 2 year contract on a Samsung 5 that has a hotspot why would the salesperson sell Linjin a seperate device? That would certainly depend on how Linjin explained how the device would be needed/used. I can certainly see where a separate device would be beneficial depending on the circumstances. For example, running the hotspot shortens the life of your phone's battery before it needs a recharge. If this is going to be a problem, a separate device would be beneficial. The battery life of a Samsung Galaxy S5 is not the most stellar and THAT could have been a consideration. I don't know, I wasn't there. Additionally the hotspot would be useless if you were on a call and not within a 4G signal. While voice/data can be used simultaneously on the Samsung Galaxy S5, I believe that is only when receiving a 4G signal. Again, I wasn't there and did not hear the requirements of the OP or how it was explained the device would be used.

I do not see where Linjin states it was a pre-paid device I never stated that Linjin had a prepaid device. I simply stated with how YOU wanted to use a jetpack, YOU described it as being able to suspend and not pay for service whenever you didn't need service. THAT is the description of a PRE-PAID JETPACK. My post made NO reference to Linjin at all, I was simply commenting that the way YOU were wanting to use a jetpack that a pre-paid jetpack was what YOU should have gotten.

If you reread the original post it basically taljks about what the customer was told by a Verizon Rep., How they were treated and was what they were told correct. I agree with that. Unfortunately, I was commenting on YOUR situation, not on the OP.

[BrendanFella]

My apologies...my confusion started with your comment...

"What you are describing here is a pre-paid jetpack"

Back to the original post.

I believe this customer is stuck with whatever the original legal document states regardless of what was explained in the store at time of purchase.

Complaining to a higher up won't do any good. The customer will just be quoted the "RULES".

On rereading the original post.....ORIGINAL POST

"I do not want to carry a separate device around with me."

If you walked out of the store with a seperate device did you not realize it..??????

[B33]

Something don't Jive here you say you can't access the account because your not the account holder then who is)  Is the account set up with another family member, a boyfriend or a Husband.?   If so this need attention brought to them if you are the sole account holder then you should have full access to what ever you want to change and you should have the full power to represent your rights to take back the Equipment if your under the 14 Day return and as long as the Equipment isn't Damage,  you'll have to pay for Air time that you've used but you should be able to return the equipment if your not happy how the contract was set up.. And terminate it.. b33

[vzw_customer_support]

Linjin,

I want to start off by saying, I'm sorry for the treatment that you have received from our store agent. I do want to make sure that you are on the best plan with the proper device. I would love to get some more details from you about this experience. I did request to follow you. Can you please accept my request and then request to follow me back. Once we are following each other we will be able to send a Direct Message. This way we can get account details. I really hope to hear from you soon.

KevinR_VZW

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