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On October 20, 2018 I called Verizon to cancel my service. I was told that my account would be updated to reflect the change in status (canceling the service) and that I could pay on-line the balance owed.
I checked my account only to discover that my service was not cancelled. They continued to charge me for a tablet and did not adjust the account to reflect my cancellation on October 20. Thirty-six minutes on the phone with customer service this evening produced zero results. The only solution she could come up with was to pay the full amount even though it was Verizon's fault for not canceling my service as asked. Something she admitted to.
I will not pay what I shouldn't owe due to their failure to cancel the service. I will pay what I owe for my last month of service up to October 20.
I have information for filing a complaint with the BBB and the FCC. However, I would first like to file a complaint with someone in Verizon who can resolve the problem immediately. If that doesn't work then I will take it to the BBB, FCC, State Attorney Generals Office and anyone else who will listen.
Thanks in advance for any assistance you can provide.
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Cancelations are effective on the last day of your current billing cycle. You are not prorated. Customer Agreement | Verizon Wireless
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
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Ok, that's not what the customer service agent, who supposedly canceled the service, stated. But they continued to charge me after cancellation. That needs to be addressed!
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TITANICDOG2 wrote:
Ok, that's not what the customer service agent, who supposedly canceled the service, stated. But they continued to charge me after cancellation. That needs to be addressed!
Then they weren't trained correctly. The customer agreement is your contract with Verizon Wireless for service. Verbal answers from the reps don't count.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
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In response to the portion of your reply: "Verbal answers from the reps don't count." -- There is a LOT of this sort of thing with Verizon. Their sales reps bait and switch CONSTANTLY. There are hundreds, if not THOUSANDS of instances where Verizon sales reps represent one thing verbally that is wholly contradicted by some clause buried inside the voluminous agreement documents. I speak particularly of the famous Verizon gift card bait & switch that they've been pulling for YEARS, promising gift cards to contract with the company that never materialize. It's unethical, dishonest, and illegal. And rampant. But they also are notorious for cancellation promises that are UNTRUE. How long will this be allowed to continue? I strongly encourage current and former Verizon customers to inform the FCC, FTC, their Attorneys General of their complaints. Time for someone to hold Verizon's feet to the fire. Their business practices are deceptive, bordering on fraudulent, and they should be held accountable.
Shame on you, Verizon.
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Tracy2331, clearly something has not gone as smoothly as we would like and we are here to assist. Though our switch offers do require customers to register for the card for the specific promotion, with the rebate center, I know that these cards can be very valuable. You mention cancellation promises, are you able to provide details on what you are referring to? LorenB_VZW If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
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Well, that's nice, but obviously you missed the paint. TRAIN YOUR REPS. Period.
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I am looking into legal options and filing complaints also, unless they fix what their employees did to me and my family today, to say nothing of canceling three accounts with them. It would be easier if they just gave me the phone I bought instead, but that seems beyond their grasp at the moment.
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Did the in store employee provide a reason as to why they could not assist you?
CheyenneS_VZW
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I also had an issue with a store representative who provided me the wrong information. I was told I would receive a healthcare discount and when I got my bill, the bill has no discounts applied to the account. who can i reach out to in regard to this matter.
my email address is [email address removed per the Verizon Terms of Service]
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Who doesn't like saving money off of their Verizon bill each month, mj1987, I know I do! We apologize for any confusion that the information we provided at the store caused. We want to gather more information to be on the same page and provide the best resolution possible. When you say "healthcare discount" are you referring to an employee discount offered through your work? If so, did you already submit your work information to get the discount?
VictorC_VZW
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Since I became a customer of Verizon Wireless, about 3 weeks ago, I’ve wasted over 12 hours on the phone or in chats trying to fight for things that were said or offered and then proved to be false. The rebate card bait & switch is the last straw. When I called Verizon, I didn’t know anything about a rebate for bringing a phone over. We purchased 5 lines on the standard unlimited plan, and bought 4 new phones. Only when we were done did the agent tell me that we would get $300 for the one phone that we were bringing over. A day later, when I saw that our projected first bill and monthly bill totals did not match what I had been told (and wrote down), I called back. This agent was incredibly helpful, and she also confirmed that we would receive the rebate in about 8 to 10 weeks. She checked to make sure that the rebate was applied to our line, and I received several emails telling me that it was processing and would arrive in September. Then, 2 days ago, I get an email that says “there’s a problem” with your rebate, go online and check details. When I looked it up, it said this line is not eligible for the rebate. What!!?? So I called AGAIN!, and they’re now telling me that we need to upgrade our plan in order to get the rebate. The upgrade is $10 more per month and you have to keep it for at least 6 months. That’s $50 x 6 months = $300! This is absolutely unethical. The $300 rebate is paid for by me! How is that a rebate? It’s practically theft, because if I forget to downgrade the plan after 6 months, I’ll be paying $50 more per month to Verizon than I signed up for.
You want to know why people loot and smash windows from time to time? This is it. At this point, I will file complaints with every relevant agency and as soon as I am able to switch, I’ll look for a new carrier. I would pay more to go to a smaller company with worse service but who is at least HONEST! I’m sorry for the employees who are thrown under the bus by their employer. Terrible company. I regret ever getting entangled with them. If you are considering becoming a Verizon customer because of anything you’ve read about a deal or a special, let my experience be a warning to you. Go somewhere else.
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Were they able to resolve the issue ? I am also facing issues from Verizon. Should I go to FCC and BBB ?
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saurin212, we are here for you to help make sure that you can get the help needed for your services. Please send us a Private Note for further assistance. JoseL_VZW
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I notice that no Verizon Customer Service agent has responded to my complaint. I guess they really don’t care about being deceptive and dishonest.
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Ukeplayer, we don't want your questions or concerns to go unaddressed. We expect our customers to have nothing but stellar customer service and get all the details of the plans and offers that are going on. So we can review the details, I've sent you a Private Note. Please respond to that message. KevinR_VZW
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I went through the same thing! I spent HOURS on the phone. Each person telling me it's solved. Be patient. Finally I got a rep who just credited my account. Then a month later I'm notified by my credit alert that my credit score plummeted by 200 points. Why? Because in addition to our 4 numbers on the family plan, one of the numbers was on a separate account I didn't know existed! No bill. No warning. No questions. Just collections. Double billing me for same line on 2 accounts. Now nobody can solve the issue yet they admit to the mistake. Black hole once they put an account into collections. I've filed credit disputes. Nothing. Except the debt is now higher! And the reps already credited me for it in April. It's been insane dealing with this company. I want out. I just paid collections. $60. They blatantly steal from the customer and we have no recourse. Unconscionable business practices.
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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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Californa, what the rep says does count. It is absolutely binding. Verizon has the responsibility to make sure their reps are properly trained. "The rep was not properly trained" is no excuse in most states.
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Could they have suspended the line instead of canceling?
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
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TITANICDOG2 wrote:
Ok, that's not what the customer service agent, who supposedly canceled the service, stated. But they continued to charge me after cancellation. That needs to be addressed!
Doesn't matter what they stated. It's effective the last day of the billing cycle and it's in your customer service agreement. "Cancellations will become effective on the last day of that month's billing cycle, and you are responsible for all charges incurred until then"
as wells as this
"This agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement"
