Lied to by Customer Service

[jtdfan]

Here's a story ...

09/28 - Verizon's glitch for upgrading unlimited data users and allowing them to keep unlimited data is going strong and I decide to pre-order a Galaxy Note 3. I have a receipt stating that I would retain unlimited data in my features list.

09/30 - I realize that delivery of the unit would happen while I was on vacation. I called to ask Customer Service to change the address of delivery. Long story short, the only way to do it for sure was to cancel the order and re place it. The customer service rep assured me 3 times that I would maintain unlimited data. When I was sent the new receipt it showed 2GB of data. When a supervisor was contacted about the lie from the customer service rep, nothing was done.

I am fully aware of the new policy regarding upgrades for consumers with Unlimited data (though the technical reasons given by Verizon are incorrect based off of standard networking technology), but I had a receipt stating that I would be allowed to keep it. I also had a customer service rep reiterate that I would be able to keep it. I have since cancelled the pre-order and am seeking to leave Verizon due to being lied to. If Verizon wants me to ever come back as a customer, I would like both my wife and I's contracts cancelled without an Early Termination Fee. At that point, if we decide to come back, we are deciding to come back with the knowledge of Tiered data and not because we are forced to in order to pay a reasonable price for a phone.

Is there anything that Verizon support can do to make this happen without me having to call and get aggravated again? We are planning to leave Verizon, but we left AT&T due to these types of shady tactics and won't go back because we were lied to. I don't want to have to turn down Verizon for the same reasons.

~jtdfan

>> Attachments edited to remove personal information per the <<

[jroeder]

At the beginning of our post, you stated that you knew upgrading and keeping unlimited data was a GLITCH. The fact that you thought they were going to offer it to you due to the GLITCH was beyond me. You upgraded and it changed you to a tiered plan as it should have. The rep didn't lie. They believed the glitch was to still work and so they thought you could keep your unlimited data as well. They were in the same boat as you. Problem is, whoever actually sends off the order noticed it and fixed it. Bottom line, you knew you weren't supposed to be able to keep unlimited data when upgrading, so asking Verizon to honor something you knew was wrong is completely unreasonable. Cancelling while waiving the ETF is a completely seperate story and they won't because you agreed to the ETF. I don't believe Verizon is going to crumble down because you don't come back. Hope your happy with whomever you go to.

[pherson]

Agreed. Your post was over in your first two words: verizons glitch. Then it was over when you said: cancel order. The glitch order being canceled is not going to get you unlimited data back. The rep was misinformed as well and didnt lie. Best of luck at your new provider. Word to the wise? You should have just let the order go to the original address and not said anything.

[flutterfly8497]

So, you're mad because you ordered a phone because of a known glitch that would allow you to keep unlimited data, then you cancelled the order (after the glitch had been corrected) to have it shipped to a different address, and now you can't keep the unlimited data you KNEW you shouldn't have been able to keep due to new Verizon policy. Additionally, you want to cancel your current contracts and believe Verizon should waive your ETFs in the hopes that when your next provider makes you mad, you might return to Verizon. Are you even thinking about what you're posting? Having a fit because you can't get your way after trying to cheat the system and failing, and then asking Verizon to pave the way for you to default on your contract by waiving fees you agreed to when you signed your contracts. It was a glitch that allowed it in the first place, and you cancelled the original order. The rep was wrong in the information they gave you, but you already knew you were not supposed to be able to keep unlimited. You say you know all this and yet you're pitching a hissy fit anyway. Good luck with your new carrier. I doubt if you'll be the center of the universe there, either.

[jtdfan]

So everyone understands, I was told the only way to guarantee the change of address was to cancel the order. I only agreed to do that when the customer service rep guaranteed that I would keep unlimited data on the order. I knew that this was a glitch and have acknowledged that. The problem is the unwillingness for Verizon to honor what the customer service rep said. Even if he was wrong, I suffer. Companies profit by customers paying money. Customers pay money when they are happy. I, as a customer, do not appreciate being lied to and talked into a false sense of security. I am not denying that I tried to take advantage of a glitch. Thousands of others did as well. I am not here to argue how stupid it is to remove unlimited data. My problem is the lieing going unresolved. My truthful story does not warrant being berated about unlimited data being gone. I admitted that I understood that.

[#6 · Accepted solution]

Personally as I said before (comments removed)

Once you cancelled the first glitch order, they lied to you when they told you to cancel the order and you would still receive the unlimited.

You can if it has not been 14 days just revert back to your old plan by backing out of everything.

Personally I would just change providers. T-Mobile and Sprint offer unlimited. But their coverage may not meet your needs.

Good Luck

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Message was edited by: Admin Moderator

[jtdfan]

I will be on Sprint by Saturday. And I am not interested in opinions of Sprint please. I was lied to, you don't have to agree. I was just asking for some sort of compensation as a result of a poor customer service situation.

[Jax_Omen]

I dont' care if you're interested in opinions of Sprint - for your sake, check out T-Mobile before you jump to bad Yellow.

Sprint's LTE is slower than T-Mobile's HSPA+ or T-Mobile/AT&T/VzW's LTE, and their 3g is the worst in the nation. I literally got .05-.1mbps download speeds on Sprint "3g"... I get that on T-Mobile's EDGE (enhanced 2g) now.

[kh-taylarie]

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