VERIZON....no longer the best choice for loyal customers
15yrcustomer
Enthusiast - Level 2

For those of you looking at all your options you may want to think twice before continuing with Verizon. Having been a happy Verison customer for 14+ years I can attest to the complete lack of customer service and rewards for customer loyalty that are present in Verizon today. This past November I upgraded all 5 lines on my plan to iphones and was hit with a 30.00/per line upgrade fee (STRIKE 1) Then of the 5 upgraded phones 2 had to be replaced with in 4-6 weeks due to battery issues...one of them was returned outside of the 1 week grace period and Verizon charged my account 399.00. Following up on this I was told it can take (brace yourselves) 150 DAYS to credit that back...yes that is 5 MONTHS!!!!! After giving them 6 weeks to process this I followed up with a phone call as I began to recieve COLLECTION CALLS on my account...after dealing with customer service I was assured they would research the return (it showed recieved in their system Dec. 7 2012 so what is there to research?) and that it would be resolved in 5-7 business days. I specifically asked if I needed to pay anything to make sure my service would not be interrupted and I was told "no"....4 days pass with collection calls EVERY DAY, I answer after the 4th day to see if the issue has been resolved but no it is a collection call...I point out the issue and they say they will note it in the system, I ask AGAIN is there anything I need to do or pay to keep my service from being interrupted? Again; "no". Fast forward 3 more days (after 3 more days of collection calls) I pick up, it is AGAIN the collections department, I explain AGAIN what is going on and they put me on "death hold" which is terminated 35 min later via a message that informs me that due to heavy call volume I need to call back later.....ARGGGGGH!!!!! I go online to my bank and make a "same day" payment to Verizon because I do not trust them...THERE SEEMS TO BE ZERO COMMUNICATION BETWEEN DEPARTMENTS AT THIS COMPANY!!!!!!!! Next day, you guessed it! My account is suspended!

I have been a customer since 1999 and I have NEVER had my account suspended....but this company has ZERO value placed on loyalty, zero value placed on a history of timely payments, zero value put on rectifying an account that has been over-charged. I am writing this here as there is no way provided for a customer to file a complaint at Verizon to the "powers that be"...a customer service representative will file it for you (right?!) I may be trapped for the duration of my contract but this will be the LAST of my $$ VERIZON will ever see.

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CelticScorp
Enthusiast - Level 2

That may be true at Best Buy but when I go to a Verizon store, I expect them to be trained and have the same response as I would get if I called Verizon over the phone. I expect ALL stores/associates within the same company to have the same answers..not different answers depending on who I am talking to at the moment!!  Unacceptable! I realize Best Buy will sell me everything and anything but I am pretty sure when I go to several Best Buys, I will get the same answer when I ask something specific...such as, does this t.v. give me internet access? It's either yes or no.. period. Same with my issue with Verizon, it's either yes or no and their misinformation is now costing me. He told me yes when it should have been no, and he doesn't gain any commission from me by doing nothing, my contract didn't change, was just extended.. he sold me NOTHING new, therefore he gained ZERO commission.

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39 Replies
vzw_customer_support
Customer Service Rep

Hello 15yrcustomer,  We certainly appreciate your loyalty and do not want to to let you down any more!  I have started following you, please follow me back and I can take a closer look at the account.  I look forward to hearing from you!

Thank you,

YaleK__VZW
Follow us on Twitter @VZWsupport

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15yrcustomer
Enthusiast - Level 2

Where were you last weekend Yalek? NOTHING a customer support person has

told me to date has ended up being true so sorry there is nothing you can

do to help...and since I consider myself responsible for a great deal of

positive word of mouth that gave you hundreds of customers over the 15

years I have been a Verizon customer...I will now use that same word of

mouth to let people know that VERIZON is now too big to give a shit about

those whose loyalty made them #1.

On Fri, Jan 18, 2013 at 11:24 AM, Verizon Wireless Customer Support <

Ann154
Community Leader
Community Leader

This is a peer to peer customer forum where customers can give suggestions and advice to other customers. The VZW employees roam this community and will respond to unanswered questions especially when no other user has responded. That is where the delay comes from. They are trying to give the other users a chance to reply before they do. Not everyone who reads this community responds to every single post nor do they have a comment on all the posts.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Not applicable

I am having a similar issue with being told one thing by a customer service agent and calling back to be called a liar by another. When I signed up for Verizon several years ago the text plan what 500 texts for $10. In 2012, this switched to $10 for 1000 texts. My plan was never changed to reflect Verizon's change. Thus, since 2012, I've been paying $10 a month for 500 texts and I have been getting overages for each text over that, for 12 months. When I finally figured this out I called to complain. Why hadn't they switched me? Why would I pay $10 for 500 texts when I can get 1000 for the same price? The service agent seemed to agree and I believe a supervisor was constulted and after holding for a very long time I was told that they'd switched the plan (as they should have done in January 2012) and I would get a $20 credit as a token for all those overages I'd received throughout 2012. This credit was never applied. I get my new bill and no such credit to be found. So I call Verizon, and of course I have to relay the entire story again, and hold again. This time however, instead of being sympathetic, I'm told that there is no such notation on my account and if I had been told that they were going to credit my account, there would be a note. Which is a not-so clever way of calling me a liar. Now I'm told that there will be no such credit and that just because there is a feature I'm not aware of doesn't mean they should do anything about it. The only problem is that it's not a new feature, it's the same feature I'd had for years, the only thing that changed was I should have been getting more - instead they gave me the same amount and charged me extra. How this makes sense to anyone is beyond me and how it makes sense to call your loyal customer liars is also a mystery. I want nothing more than what I was promised and now, since Verizon has shoe itself to be a petty and ridiculous company - out of my contract with  no fees. I can go to Virgin and pay less than what I'm currently paying and get unlimited texting and data. Hopefully they'll have a better customer service. At this point I don't care, I'm done with Verizon because they are the real liars here.

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rcschnoor
Legend

The reason Verizon did not change your texting plan to the new plans is because Verizon does not force people off their old plans without some sort of action on the part of the customer.

Would you be happy if Verizon switched you to the new Share Everything plan without your permission? What if the new texting plan had been 250 texts for $10 instead of 1000 texts for $10? Would that have been OK.

Once you are on a plan with Verizon, YOU are responsible to make changes to your account. Verizon will not make them for you. YOU have to take action. I can't imagine how many people would be irate if Verizon just started changing items in someone's account without any action taken on the part of the account holder.

Occasionally, changes in plans result in a price savings, but just as often, changes in plans result in a price increase. Are you willing to take the automatic price increases to your plan if Verizon starts changing items in your account just as you expect to get the price break for what changes Verizon SHOULD have made to your account?

That is not how the service works. YOU are the only one who should be making any changes to YOUR account.

Not applicable

Unbelievable. There you have it folks, evidence of Verizon's deplorable customer service. >Comment deleted. Stay on topic and refrain from personal comments about others< If anyone had any question about signing up with this company, let the above response serve an example of the kind of service you're going to get. I'm switching to Virgin because I'm tired of getting screwed by these money grubbing lunatics.

Message was edited by: Verizon Moderator

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rcschnoor
Legend

Except for the fact I do not work for Verizon. I am just another customer like you.

I would also be very unhappy if Verizon were to make changes to MY account without MY consent. You seem to feel differently.

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Ann154
Community Leader
Community Leader

This is a peer to peer customer forum. You responded to another customer.

The 500 texts for $10 sounds like the plan that was 500 messages to all carriers except VZW with unlimited M2M messages between other Verizon Wireless customers.

The new 1000 messages for $10 is to any carrier.

For some customers who send text messages mostly to other Verizon Wireless customers, the 500 message plan is more economical and affordable than the 1000 message plan. Customers who had that 500 message plan were grandfathered in when the option was retired and allowed to keep it so long as they didn't change their plan.

I still have 250 message (all messages, any carrier) for $5 that is also retired. I don't need anything higher for my usage. If I change my text plan, I can't go back to that plan.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Not applicable

You people sure sound like you work for Verizon. You're both also missing the point, but thanks.

>MODERATOR COMMENT: No one who posted in this now locked thread are Verizon Wireless Employees, they are customers.

Message was edited by: Verizon Moderator

jmartin897
Enthusiast - Level 2

You are right, they do honestly sound like they work for Verizon. It has been years since this was posted and the lack of customer service continues. The "not employees" argue that Verizon shouldn't automatically change your account, I agree with that to some extent, but not in your situation. Yes, they should not automatically change your plan to take something away from you or increase pricing. But if it is adding benefits for the exact same price, then yes, you should automatically receive them. So in your case to get 1000 texts a month for $10, it should have been upgraded since there is no difference in pricing. 

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KH-OrnEsh
Moderator Emeritus

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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rcschnoor
Legend

Although I was never on this plan, if I remember correctly, Ann154, this new $10 plan for 1000 messages DID NOT include free messages to other Verizon customers.

So if a customer were to mainly message other Verizon customers, a customer could end up paying MORE if they were to switch to the new plan. Another reason why Verizon should not be making decisions to switch things in a customers plan without the permission of the customer. Also an example of how making a plan change could end up costing the customer MORE money.Smiley Happy

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Not applicable

I guess when Verizon stopped alerting customers when they found a better plan for them isn't part of their 'don't change anything unless the customer requests it,' because I don't remember okaying that change.

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Ann154
Community Leader
Community Leader

rcschnoor wrote:

Although I was never on this plan, if I remember correctly, Ann154, this new $10 plan for 1000 messages DID NOT include free messages to other Verizon customers.

So if a customer were to mainly message other Verizon customers, a customer could end up paying MORE if they were to switch to the new plan. Another reason why Verizon should not be making decisions to switch things in a customers plan without the permission of the customer.Smiley Happy

That would be correct. The new 1000 message counts all the messages no matter what carrier the other phone is on.

I have never worked for Verizon Wireless and I'm certainly not being paid to be here. In fact, I am actually a customer who's account was sold from Verizon to ATT as a part of Alltel/Verizon Wireless merger. My number was forced to transferred to ATT. I CHOSE to return to Verizon Wireless because I could get the level of cellular coverage here and not on ATT.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Customer1234567
Contributor - Level 1

I'm also upset with Verizon.... and a 14-15 year member here. So I wanted a new phone but, want to keep my unlimited data. Yes, maybe I am the only one but I refuse to let Verizon charge me more for data, when I should have unlimited, as that is what I pay for. I have enough to worry about in life and not have to worry about going over my data just because I want to view another video or play a game on line. AT&T customers get to keep their unlimited data when they upgrade.

So, if you wanted to keep your unlimited data Verizon's answer is, buy it off contract. Sure, spend $550 for a phone that they are selling for $49 on a 2 year contract. iPhone users have it even worse, what's the cost of a iPhone 5, $599-699 ??? Good way to rip off your customers but, this is nothing new from Verizon

All the perks for being a long term customer are gone, No more new every 2, no more unlimited data, no more detailed billing. I will no longer suggest a customer to Verizon.

I really wish I was with AT&T for 15 years instead of Verizon, I could of gotten the phone I wanted and kept my unlimited data. They seem to want to keep their customers happy, Verizon just cares about the numbers, not how their customers feel.

Not applicable

Customer1234567 wrote:

I'm also upset with Verizon.... and a 14-15 year member here. So I wanted a new phone but, want to keep my unlimited data. Yes, maybe I am the only one but I refuse to let Verizon charge me more for data, when I should have unlimited,

You SHOULD? You WANT to have it. No where is it stated you were entitled to unlimited data perpectually. Why should YOU be entitled to unlimtied data and other Verizon customers should't? Are you suggesting you are more special than other Verizon customers? I'm asking.

Not applicable

Haha right. You guys aren't employed by Verizon, you just spend your waking hours defending them in forums. I still disagree with you both about the plan - they should have changed it or at least told me about THEIR change rather than letting me rack up overages. As for the fact that they lied to me, that still remains. Kind of not surprised to find they've stocked their community forum with shills. Seems right up their alley.

>MODERATOR COMMENT: As I stated in another post, you are wrong. The person's you speak of DO NOT work for VZW. They are simply satisfied customer. And they are allowed to voice their opinions, suggestions, and help others.

Any further posts accusing others of being shills will be reports to the Community Administrators for further action. Stay on topic to the question posted by the original poster and refrain from offering your personal opinions, which are incorrect.<


Message was edited by: Verizon Moderator

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scruwd
Newbie

Sr. Leader of what? Making a reply that doesn't match the reasoning of the complaint? Verizon does not promote a better plan in good faith. That's a known fact for anyone that has ever had a plan with them. Hoping you become a better leader one day for everyone not just Verizon.

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mediaonepro
Newbie

>Duplicate posted deleted. Cross-posting is not permitted.<

Message was edited by: Verizon Moderator

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CelticScorp
Enthusiast - Level 2

I am so angry with the entire Verizon company right now. When I go into a Verizon store, I expect the people there to be trained and give me accurate information. My senses told me to go to the store to speak to someone IN PERSON and I was given misinformation and now I am locked into paying for a phone that is not being used until October 2014!!  I just called customer service and spoke to a very nice woman who basically told me there is nothing she could do but I could go back to the store since they gave me misinformation and see if they can help me. I have been a Verizon customer for at least 10 years and I am sure not to renew my contract when the four phones on my plan reach their contract completion date. I am so livid right now. Three of the 4 phones will have either already reached or will have reached their completion of contract by this March (2013) and I am sure to be leaving Verizon. I am so angry and disappointed!! They screwed up in the store and gave me wrong information to my face and now I am stuck paying for a phone until October of 2014 that I am not using!! I will be leaving Verizon in March and in the end they are going to lose a whole heck of a lot of money from me!

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