Due – April 28th 2012
Issue: Overage fees – 5,310- used
2,000- allowed usage
I placed a call to Verizon on Monday, April 9th and spoke with a gentleman by the name of James (I think). He issued the account to be investigated to find out if this was a billing error or a tech issue, ???. He stated someone will call me back.
Per the conversation my husband had with a customer service rep later that evening, they informed him that while he is & has been in Mexico, his calls outside of the US from Verizon to Verizon are not free!!!!! WE WERE NEVER INFORMED OF THIS!!! She told him that if we make calls to him that it would be free, but he said no it wouldn’t because you’re counting against their (my families) minutes because you show that “I went over” therefore causing my wife and daughter in all of these overage minutes. We have been very used to free nights & weekends as well as the comfort of Verizon to Verizon calls with no fees and to just now find this out after having the plan changed to the Mexico international plan back in October 2011. Besides, each and every month we have been told by different customer service reps a different thing each time. 1st I was told that by switching over, it would ONLY be an additional $25.00 a month added to our monthly bill and our coverage would be the same. Then in December 2011 when we had additional fees, it was because apparently they changed the plan without informing us of the change that the plans unlimited texting did not apply to the Mexico plan???? They issued a credit. Then in February when I called because of “data” charges (which we do not have a data plan on either of our phones & we have it blocked) they had to issue a credit and in order to avoid text fees was told to only contact each other via voice (calling). This has been a problem because he drops calls constantly, sometimes it takes 3-4 times for the call to be dialed out before it will go thru to us (are we being charged for those calls (dials) made as minutes???) and the reception is horrible. He has called the international customer service number for them to check the line or towers and it did help some. Texting has made it easier for us to communicate with each other. When I called on Monday, April 9th, I was informed that when he changed the plan for his line that it affected all of our lines (the entire plan). I was NEVER TOLD THIS in fact I was told that it would apply only to his line! We have been lied to, misled, misinformed and very unhappy with the service and support we are getting from Verizon. We have been a very long time customer and in the entire history, we have NEVER experienced a bill this high or issue like this. If you check the overall average of our monthly usage for each line you will see that this does not make sense and we always still within our monthly plan??? I will admit that in the entire history with Verizon sure we have gone over a few times and I have no problem paying for that difference by $100.00-$200.00 (but this has only happened only a couple times). There is seriously a problem with this bill. Either the way the plan was set up for my husband’s line has affected the rest of our lines or it apparently has affected our entire plan of which again we were never informed of this. I mean take a look at our overall monthly averages per line for usage on voice. My husband’s line always does not have the majority of the minutes used due to his work and travel, however, for myself and my daughter’s line I have never, nor did my daughter use these many minutes. We have unlimited texting on all of our phone lines and that is how we do the majority of our communication besides our family has Verizon service. Shouldn’t this be free?!!!! This bill needs to be adjusted ASAP!!
I called Wednesday, April 11, 2012 and spoke with Lisa to check the status of the investigation and she stated that she is showing no updates at this time. She advised that if I don’t hear anything by next week to call back.
Today is Monday, April 16, 2012 and I still have not had a call returned to us regarding this matter! I am so sick of being lied to time and time again by different customer service reps or for that matter that has not been trained properly on Verizon’s company policy!! Every single time I speak to someone, each rep tells me something totally different about our plan than the last rep we spoke to!!! I am tired of not having my phone calls returned. We have been absolute loyal customers to Verizon for 10 years plus and I am over this kind of unfair, unjust service from this company to the point that we want to switch and I am looking to report them as well as talk to an attorney!
I am lost. You post in large letters a DATA OVERAGE. then state about calls to other VZW subs not being free in Mexico and not being told about losing that option. .
Well you should not have to be told that. You are no longer in a VZW service area, heck you are in another COUNTRY, those calls you would have to pay for or if you have the Mexico addon, have the minutes come out of your minute buckets.
As for not having calls returned, I can not help with that. As for an attorney, save your money. You can only sue in small claims or go into arbitration with VZW.
The reason why data overage was in all caps was because it is a letter I've compiled that I copied and pasted. According to Verizon that's what we are being told. As for the international plan to Mexico, we were specifically told by a customer service rep that our current plan that we had would have no effect and that my husband would be protected for any calls made outside of the country under our current plan and that he would still have free verizon to verizon as well as unlimited text messaging. There was an obvious cost associated with having him on an international plan to help protect his calls and keep him from going into a ton of overage calls. Now when you are told this by a Verizon employee what am I supposed to expect??? I am supposed to trust that what I am being told is accurate and true. In fact ever since we have received bills since that call we have had nothing but problems each and every month and told something completely different by a person each time! How frustrating is that!!!
I think Verizon Online support sucks. No easy way to ask a simple question and get an answer, the just link you to another place
we were specifically told by a customer service rep...
There's your problem.
Never, ever take someone's word when it comes to information that affects your finances. Always make sure you see it in writing. Customer service representatives for most companies, more often than not, have no idea what they're talking about.
Still, I think it must be common sense to know that making calls while outside your country would cost more.
Hello tropical03! I regret the frustration you're experiencing trying to get this billing issue resolved. I would like to have a chance to review your account about this matter. Please send me an email to email@example.com. Please include your name, your mobile or account number, and my initials (DGM) in the message. Thanks!
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Sorry they haven't called you back. Its very hard to get permission to make outbound calls at many of these types of call centers. Its ridiculous. So glad I'm out that sort of job and into an area I prefer. Information Tech. I absolutely hated the stuff we had to deal with in call centers. I loved the customers, hated stupid double ended policies. Being told one thing then something completely different that conflicted with what you were told before. Makes it hard to help your customers.
My experience with Verizon so far (it's been a month) has been awful... If I can give any advice do not sign up for Verizon if you haven't already... I will be telling everyone I know. Good LTE coverage does not excuse treating your customers like s***!
The overall business practices of Verizon are shady and deceptive. The poor customer service reps get caught in the middle (I'm not blaming them...)
When I bought my phone, the sales person in the store added an extra $35 fee. When I called back later to ask what extra fees they charge in the store they said none !? Now they're looking into it... Also we had our old phone numbers ported over, so they issued us temporary numbers... Which we ended up being charged for a full month of service on even though we had them for less than 24 hours! In addition we were charged for a full month on our ported lines (double charged)
I think they do this sh** on purpose and hope you won't notice. Shame on you Verizon. I will leave as soon as my contract allows and never be your customer again for life!!! I will also spread this far and wide. May you fail miserably!