Unlimited Ultimate and Global Choice & International Travel

[Kdmquito1]

I have been with Verizon FOREVER, well over 20 years.  The customer service is definitely not what it used to be! Assistance has been contracted out to a new company in China or Japan (they won't tell you where they are) and they seem to be untrained on the nuances of Verizon's Plans, for example when it comes to international travel. 

I have Unlimited Ultimate. It includes unlimited International talk, data and texting. That means when I am traveling IN one of the 210 countries I get unlimited talk, data and text IN that country and BACK to the US. I understand that IF you exceed the data limited (so much for "unlimited") you are booted down to 2g (you can buy more data).  This plan ALSO includes "Global Choice", which means you can select ONE Country that you can make calls FROM the US TO that country for free up to a certain amount determined for that country.  Global Choice has NOTHING to do with International calling OUTSIDE of the US - at least on anything written on Verizon's website.  If it does I would love for Verizon to show where that is in writing and when that changed - Verizon?

Last month I was traveling abroad. On arrival to that country I got the "Welcome to _____! You will be able to make calls according to your plan" text.  However, I got charged for some calls made IN the country I was traveling in AND back to the US.  Surprised again (yes this has happened before) that I had charges.  I called to dispute them again. This time the woman, and her supervisor I asked to speak to at the call center, said I have to pay the charges (over $72) because I did not have that country selected in my "Global Choice plan".  So, according to them when you travel TO and are IN a country you have to change your country in "Global Choice". Huh?! No where on line does Verizon say this! I think it is wrong! When I asked the call center how to change the country she said I needed to call them you can't do it yourself. Seriously?!  Global Choice is about calling FROM the US! It has nothing to do with International Travel calls when OUTSIDE of the US.  Further - she is correct - there is no where on line to change your Global Choice country!!! Seriously - I looked for an hour+ today.  A "change your plan" related to "Global Choice" leads you to buying more services, services one already has - yes including "Global Choice"! 🙄

Then there is the issue of whether the call was made via wireless or "cell". I have no idea why some calls are made one way or the other - I just make the call. Sometimes when its over wireless I find I am charged even if I have data. It makes absolutely no sense. 

I think Verizon is about wearing people out as a business model. Think about it - if you spend 1-3 hours every month trying to sort out billing issues - eventually you give up and they get to keep the $ that they should not be receiving! I think its time for a Better Business Bureau complaint!. But of course that will do no good given the cuts being made by the current administration who is getting rid of consumer protections!

Needless to say I am looking after all these years for a different provider that has  international travel calling that is not so complicated!

P.S. - even in this community Forum "Ultimate Unlimited" is not included as a "sub topic"!

[vzw_customer_support]

Thanks for this information. Sending you a Private Note shortly. -Ross