Yesterday, my son went to a Verizon Store to ask about his cell phone service. The rep helped him with that and then looked up his account. He mentioned to my son that he could save us $70 a month if we just changed our plan. My son knows better than to change my plan and the rep suggested that he call me, which he did. I told the rep, on speakerphone, NOT to change anything and the phone call ended.
This morning I started to get emails to set up my "new plan" and my new services. When I looked up my account, it showed a new plan, with new services for 2TB of cloud storage and 100Gb of mobile hot spot. What?
So I called Verizon Wireless to have everything changed back and I had to remove the 2TB of cloud storage and mobile hot spot services off my account.
Verizon - how can this happen? I never authorized it, there was no signature or PIN validation. My son was never notified that changes were being made to the plan. The only record I have is a pdf document for the upgrade authorizations made by me, which I DID NOT approve. This is ridiculous.
How do I prevent something like this from happening? It shouldn't be this easy to make changes and put the onus on the customer to correct the mess.
We are sorry to read that you had this negative experience, as we know how important it is to manage your account. We can definitely forward this feedback to our team, as it is necessary to process all plan changes with authorization from an account owner or account manager. If you have any questions, let us know, and we'll be happy to help out.
~Freddy
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