Is there no way to hold the customer service department accountable when give wrong information and charged for it?
klepski
Enthusiast - Level 2

We have been loyal Verizon customers for almost a decade and have had nothing but great things to say about our service...until about 2 months ago. Two months ago my daughter moved out of state and decided to remove herself from our family plan, Before doing so, she call Verizon's customer service department to see when her contract was up. She wanted to keep her Verizon service until the end of her contract to avoid the termination fee. The service department assured her that her contract was already up and no termination fee would be charged. You can imagine my surprise when we were charged a $138 termination fee for her line on our next bill. I called customer service again and spoke with another representative (whose name I will not disclose) and was assured that the termination fee was a mistake and that I should simply not pay that portion of the bill and the charge would disappear on the next billing cycle. I did as she said and was shocked a few weeks later when I received a less than civil call from Verizon threatening to terminate my service the next day if I did not immediately pay the $138. My wife received a similar nasty message on her phone. I explained the situation to the rep on the phone, was told that the information my daughter and I received from 2 previous representatives was incorrect, and was told to pay immediately. My daughter and I went through all the proper channels to ensure no charges from termination fees, and both of us were given misinformation on 2 separate occasions. Is there any way to hold this company accountable for its mistake? I have been in sales all my life, and if an incorrect price is quoted, I have to honor the incorrect price,even if it costs me money. This is the worst customer experience I have ever had with any company, and I'm afraid that it will eventually cost Verizon not one but five long-time customers.

Labels (1)
Re: Is there no way to hold the customer service department accountable when give wrong information and charged for it?
budone
Legend

Sounds to me there's did not do an AOL, for your daughter but just opened a new account. Even if she was still in contract, doing an AOL, or moving out of your account you should not have incurred an ETF.

However, the total you mentioned would not be an ETF, as it would end in a 5 or a 0, nothing else. It could be her final bill on your account.

0 Likes
Re: Is there no way to hold the customer service department accountable when give wrong information and charged for it?
klepski
Enthusiast - Level 2

She opened a new account with a different wireless carrier. Verizon did not have good service coverage in the state she moved to. That was the reason she called to ask about the ETF in the first place. And I rechecked the bill, the total was definitely $138.52. Any insight?

0 Likes
Re: Is there no way to hold the customer service department accountable when give wrong information and charged for it?
klepski
Enthusiast - Level 2

To clarify, my daughter moved out of Verizon's coverage area. We were also told by a rep in the store that she should not incur an EFT because she was moving to an area with no coverage. The EFT itself was 125...the EFT including tax was 138.52.

0 Likes
Re: Is there no way to hold the customer service department accountable when give wrong information and charged for it?
commonsense101
Specialist - Level 2

Yah, moving to another area isnt reason to waive ETF.. sounds like you got some bum information

Chalk it up a cost of moving expense and call it a day, or see if you can get it reactivated (maybe too late at this point)

Re: Is there no way to hold the customer service department accountable when give wrong information and charged for it?
klepski
Enthusiast - Level 2

I shouldn't have to "chalk it up". This company, like other companies, should be held accountable for wrong information. We went through all the proper channels to ensure this wouldn't happen. I know this fee gets waived on a regular basis for a multitude of reasons. Moving nonwithstanding, I was told by two different people who had no knowledge that my daughter was moving that she owed nothing. If two different company employees tell me there will be no ETF, I will take them at their word. This should be good enough. What's the point of getting it reactivated if she can't use it where she lives now?

Re: Is there no way to hold the customer service department accountable when give wrong information and charged for it?
budone
Legend

Ahhhhhh... Policy does not allow a move to waive an ETF. you even state that you SHOULD NOT incur an ETF.

Re: Is there no way to hold the customer service department accountable when give wrong information and charged for it?
commonsense101
Specialist - Level 2

Kind of interesting you take no accountability for moving.

Wonder if you would break a lease and then try to get it removed because someone in the office told you it wouldn't be a broken lease

0 Likes
Re: Is there no way to hold the customer service department accountable when give wrong information and charged for it?
rall_g4
Contributor - Level 3

Unlike a lot of the people who post a lot on here I can understand what you are upset about. You called. They told you your contract was up They then charged you. Some on here can understand your complaint. Others will blame you for  being given the wrong info from a VERIZON rep. They blame you for listening to the Verizon CS. I feel your pain.

0 Likes
Re: Is there no way to hold the customer service department accountable when give wrong information and charged for it?
lewisr13
Champion - Level 1

What did the 3rd employee tell you?

0 Likes