I went into a VZW store to upgrade my husbands phone. I was informed that there is now a $30 charge for upgrades and we will lose our old plan that included unlimited data. We have 3 phones. I have been a VZW customer when it was AirTouch (1996). I could not believe that they are now charging to upgrade (and they charge for the phone) and lose our plan. If we wanted to keep our plan, we would have to buy the phone outright or purchase it from another site (amazon, Craigs list etc...)
I then proceeded to find out when our contract ends and was informed my husband is not under a contract, mine is in April 2014 and my daughter in May. So, my husband decided to go elsewhere because they said they could not waive the $30 upgrade fee plus we would lose our old plan. I just got my bill and was shocked to see $140 early termination fee. I called the call center and was told it was due to my husband porting his number over to another carrier before his contract ended. I was TOLD by the store my husband was out of contract otherwise we would not have gone elsewhere. They refuse to waive the fee and said there is no notes in the system. Because of their negligence, I am getting charged. One of the excuses was: "maybe the rep gave you the upgrade date and not the contract end date" It doesn't matter...the point is I WAS TOLD HIS NUMBER WAS OUT OF CONTRACT. I asked to speak to a manager but was only informed that she spoke to the manager and the manager said if he comes back they can waive the termination fee (of course we would impose a higher termination fee from the other company) but would not pay for the other carrier termination fee. Then they offered a $60 credit but still charge us $80. I am so fed up by the broken customer service system especially the VZW store employees. They do not input the notes even though they have our accounts open. I have been with them for 17 years, never late on my payments, always referred people (especially the military) to them because of the coverage...but....after today I will no longer refer people and am seriously thinking of leaving them to company my husband went to. He gets great coverage and being my husband travels all over the country, he has not had any issues with his service or coverage. Customer Service at this company is awesome and their prices are fantastic for their plans. It is NOT AT&T nor is it Sprint (they have horrible coverage and service).
VZW customer service has decreased tremendously. You would think they would want to keep their customers and work with them especially being a great and devoted customer. Not any more...they will NOT work with you and place added costs onto their customers even though it was their fault.
They gave you a credit of 75% of the ETF because they made have made a mistake, and you're still not content?
Your responsible for your service. You can't take anything a rep tells you to be truth.