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VERIZON EMPLOYEE MISTAKES COSTING ME MONEY AND SERVICE INTERRUPTIONS
DANSINGQT
Member

I AM FED UP AND WRITING TO BBB IF ALL OF MY ISSUES ARE NOT CORRECTED NOW!!!!! BEEN DEALING WITH ERRORS AND PAYING FOR THEM SINCE I KEEP PAYING MY BILL IN FULL BECAUSE THEY TELL ME IT WILL REFLECT ON NEXT BILL BUT IT NEVER HAS AND NOW I REUSE TO PAY BILL IN FULL AND TOLD THE REP I WILL ONLY PAY THE AMOUNT I ACTUALLY OWE. AT THE TIME THEY OWED ME A CREDIT IN THE AMOUNT OF $90.85...NOW SINCE THEY DISCONNECTED MY SERVICES 3 TIMES IN ONE DAY AND THEN AGAIN THE NEXT DAY AND NOW CHARGING ME RECONNCET FEES FOR ALL MY LINES. PAST DUE AMOUNTS THEY KEEP ROLLING OVER ARE DUE TO THEIR ERRORS. IF I DONT PAY SERVICE GETS TURNED OFF, IF IDO PAY, SEVRVICE GETS TURNED OFF...WHATS UP WITH THAT????

I RETURNED A DEFECTIVE HUM AND THEIR EMPOLYEE DID NOT DO THE RETURN CORRECTLY (AND I MIGHT ADD THAT I RETURNED THIS 7 DAYS AFTER PURCHASE BEFOE 1 DAYS) HE DIDNT KNOW HOW TO RETURN IT  AND INSTEAD ORDERED ME A NEW ONE AND HAD IT DELIVERED TO MY HOUSE. WHEN HE ASKED FOR MY CARD I BELIEVED IT WAS TO CREDIT MY CARD...BUT INSTEAD HE CHARGED ME $18.82 BUT WHY? I DIDNT ASK FOR AN EXCHANGE!!! I DIDNT REQUEST A NEW ONE AND DIDNT SIGN FOR IT BUT STILL I GOT CHARGED $18.82 AT THE STORE FOR MY RETURN. IT TOOK 2 HOURS NO OTHER CUSTOMERS WERE THERE, AND HE STILL COULD NOT REVERSE THIS CHARGE OF $18.82 BECAUSE NOW THIER COMPUTERS FROZE, HE CALLED CUSTOMER SERVICE AND STILL NO HELP. I HAD TO LEAVE SO HE GAVE ME THE RECEIPT INFO SINCE HE DID NOT AND COULD NOT PRINT ME A RECEIPT. 4 DAYS LATER I GET A NEW HUM IN THE MAIL...WENT BACK TO THE STORE TO GIVE IT BACK SINCE I DID NOT APPROVE THIS NEW DEVICE, TOLD NOW I HAVE TO MAIL IT. Why? WHATEVER SO THEIR EMPLOYEE PACKED BOTH DEVICES THE DEFECTIVE ONE AND THE NEW ONE AND ASKED ME TO TAKE IT TO THE MAIL PLACE 2 DOORS DOWN... AGAIN Why? .MIND YOU IM STILL WITHIN THE 14 RETURN POLICY...NOW I CONTINUE TO GET MONTHLY CHARGES FOR THIS DEFECTIVE HUM DEVICE. NOW IM BEING TOLD BECAUSE THEY DIDNT RECEIVE IT UNTIL JULY 30 (WHICH I HAVE PROOF THEY RECEIVED IT FROM THEM) AFTER THE 14 DAYS SO NOW THEY WANT TO CHARGE ME FOR EARLY TERMINATION (MORE INCORRECT FEES SINCE I SHOULDVE BEEN ABLE TO JUST RETURN IT TO THE STORE BUT SINCE FIRST EMPLOYEE ORDERED AND HAD IT SENT TO MY HOUSE FORCING ME TO RETURN IT VIA MAIL WHICH WAS NEVER EXPLAINED SINCE I NEVER ORDERED ONE TO COME TO MY HOUSE...RIDICULOUS. THE EMPLOYEE WHO ASKED ME TO TAKE TO MAIL PLACE ASSURED ME HE WOULD EMAIL REGARDING THE $18.82 CHARGE AND DATE I RETURNED THEM TO THE STORE TO CUSTOMER SERVICE...GUESS NOT!!! NEVER SHOULD HAVE HAD ANY CHARGES, ESPECIALLY WHEN IT WAS THEIR EMPLOYEES THAT HANDLED THE RETURN INCORRECTLY. SO NOW THAT $90.85 CREDIT THEY OWED ME WAS JUST MOVED TO THE FOLLOWING MONTH AS APAST DUE CHARGE AND I WAS NOW BEING CHARGED LATE FEE FOR NOT PAYING WHAT THEY WERE SUPPOSED TO HAVE TAKEN OFF.

I HAVE SPOKEN TO PEOPLE IN THE STORE AND THEY SAY ALL THEY CAN DO IS EMAIL CUSTOMER SERVICE. I HAVE SPOKEN TO SEVERAL AGENTS OVER THE PHONE AND THEY ALWWAYS TELL ME ITS TAKEN CARE OF BUT I FOUND OUT THEY DONT HAVE THE POWER TO CORRECT IT..,SO I FINALLY TALKED TO SOMEONE WHO TOLD ME SHE HAD THE POWER AND WAS GOING TO CREDIT ME $107.87 SINCE I GOT A TEXT STATING TO MAKE PAYMENT AND AVOID SERVICE INTERUPTIION. (BY THIS TIME ANOTHER $17.02 WAS ADDED TO THE $90.85 ALREADY OWED TO ME) FINALLY SOMEONE WHO HAD THE POWER...NOT!!!

THE VERY NEXT DAY MY SERVICE WAS TURNED OFF NOT ONCE BUT 3 TIMES! IN ONE DAY!!! I SPOKE WITH 4 DIFFEERENT AGENTS SINCE MY PAYMENT OF $124.70 WASNT DUE FOR ANOTHER 2 WEEKS AND AGENT WITH THE POWER WAS CONNA CREDIT ME THE REST. NO ONE COLD HELP ME SO I DECIDED TO JUST PAY MY PORTION NOW SO THEY WOULD AT LEAST RESTORE MY SERVICE...BUT IT DID NOT RESTORE, SO I CANCELLED THE PAYMENT. I CALLED BACK AND WAS ON HOLD FOR 45 MIN ONLY TO BE DISCONNECTED. CALLED BACK AND GOT MESSAGE THAT THEY WERE CLOSED SO NOW MY SERVICE WAS STILL OFF AND NO ONE TO TALK TO.  I FELT NOW FORCED TO TRY TO MAKE THE PAYMENT AGAIN OUT OF DESPERATION. THIS TIME NOW IIT WOULD ONLY ALLOW ME TO PAY THE BALANCE THEY OWED ME...AND SO I DID. SERVICE RESTORED ONLY TO WAKE UP THE NEXT DAY AND IT WAS DISCONNECTED YET AGAIN...AND I WAS CHARGED RECONNECT FEES FOR ALL LINES...MORE TO ADD TO THE CREDIT THEY ALREADY OWE ME...AND THEY ARE STILL. CHARGING ME MONTHLY FEES FOR THAT HUM AND NOW MY IPAD LINE WAS COMPLETELY ELIMINATED AND KEEP GETTING MESSAGES THAT I HAVE DEVICE ISSUES AND TO CALL CUSTOMER SERVICE...ITS BEEN GOING ON 4 MONTHS I HAVE BEEN CALLING ANDD GOING INTO STORES TO CORRECT THIS BUT NO ONE EVER FOLLOWS THRU. NOTHING BUT MORE CHARGES AND SERVICE INTERUPTION. I WAS IN THE MIDDLE OF A HEALTH EMERGENCY WHILE ON THE PHONE ARGUEING WITH THEIR AGENT, I COULDNT EVEN DIAL *611 FROM MY PHONE, NO MAPS SO GOT LOST, COULDNT TEXT, I WAS STRANDED AND NEEDED TO GET TO HOSPITAL...AND ALL ONE AGENT TOLD ME WAS THATS WHY THEY DONT ADD DEVICES TO THEIR PHONE SO EVEN THAT AGENT KNOWS BETTER THAN TO TRUST THE COMPANY THEY WORK FOR. ANOTHER AGENT TOLD ME THAT "THATS WHY I SHOULDVE RETURNED IT IMMEDIATELY" I EXPLAINED I RETURNED BOTH HUM BEFORE THE14 DAYS BUT IM TOLD BECAUSE THEY DIDNT RECEIVE IT UNTIL. AFTER. Why!?!?!? I NEVER SHOULD HAVE HAD TO MAIL ANYTHING!!!! AFTER MAKING PAYMENT AND SERVICE DISCONNECTED AGAIN IN MORNING, I WAS BY THE 3RD AGENT I SPOKE TO THIS DAY THAT HER SUPERVISOR WAS GOING TO LOOK INTO IT AND CALL ME WITHIN 2 HOURS...I NEVER GOT THAT CALL. THAT WAS YESTERDAY AND TODAY I WAKE UP UNABLE TO LOG IN SAYING INFO I ENTERED DOES NOT MATCH...IT WAS MY PHONE NUMBER!!! HOW COULD THEY NOT RECOGNIZE MY MAIN LINE CELL NUMBER. I GET MESSAGE SAYING I CHANGED MY ADDRESS, BUT I DID NOT...WHATEVER THEY HAVE DONE IS MAKING IT WORSE BOTH OF MY LINES CELL AND TABLET. THEY TURNED MY PHONE OFF AND CHANGED MY MAIN NUMBER TO THE HUM NUMBER, NO WONDER IT DIDNT RECOGNIZE ME...IN MAKING THIS MISTAKE IT messed up UP ANY PASSWORDS STORED THAT ASSOCIATED WITH MY CELL NUMBER...SO NOW IM HAVING TO GO BACK AND RESET EVERYTHING...ITS BEEN A HEADACHE AND AFTER NOT HAVING SEERVICE WHEN I NEEDED IT THE MOST KNOWING THAT SERVICE WAS SUSPENDED FOR NON PAYMENT IN THE AMOUNT THAT THEY OWE ME IS FRICKIN RIDICULOUS AND WHAT ARE THEY DOING ABOUT IT...GIVING ME ALL SORTS OF REASONS WHY ITS MY FAULT BUT I DID EVERYTHING I WAS SUPPOSED TO BY RETURNING THE HUM ONLY 7 DAYS AFTER PURCHASE...THEIR EMPLOYEES MADE THEMISTAKES THAT CAUSED ME MORE TROUBLE...AND YET MY NEXT MONTHS BILL HAS DOUBLE CHARGE FOR RECONNCET FEES, AND MY TABLET LINE IS GONE BUT THE HUM IS STILL THERE....SO THEY OWE ME THE $18.82 FOR EMPLOYEE MISTAKE ON THE 12TH, $61.02 FOR INCORRECT CHARGES JUNE/JULY BILL AND $12.02 FOR JULY/AUG BILL, $17.02 FOR CURRENT BILL $40 FOR RECONNECT FEES AND THEY NEED TO TAKE OFF CHARGES FOR FUTURE BILLS THAT STILL SHOW FOR THE HUM AND ADD MY TABLET BACK AND LEAVE MY PROFILE. INFORMATION ALONE SINCE SEVERAL AGENTS HAVE MESSED UP WITH MY PIN NUMBER AND MY ACTUAL CELL NUMBER THAT I OFTEN HAVE TROUBLE GETTING CONNECTED WITH CUSTOMER SERVICE WHEN MY SAVED PASSWORDS WONT EVEN WORK. WHEN I UPGRADED MY PHONE IN EARLY JULY I HAD OFFER TO GO WITH AT&T...WISH I HAD TAKEN THEIR OFFER NOW!!!!!!!! VERIZON ALWAYS APOLOGIES BUT THAT DOESTN MEAN GARBAGE WHEN IT CONTINUES TO HAPPEN ON A MONTHLY BASIS. WORST CUSTOMER SERVICE EVER!!!! I REFUSE TO KEEP PAYING MY BILL WHEN ITS ALWAYS MORE ADDED CHARGES SINCE THEY NEVER CORRECT AND KEEP THEIR WORD "WILL. REFLECT ON NEXT MONTHS BILL" AND "IT WILL TAKE 24 HOURS TO SHOW ONLINE" I DONT BELIEVE ANY VERIZON EMPLOYEE. BUT THEY BETTER BELIEVE ME WHEN I REPORT THIS TO EVERY AGENCY AND TAKE THIS TO COURT!!! I HAVE RECEIPTS AND PROOF FOR ALL OF THIS...THERE ARE NOTES IN MY ACCOUNT AND IM TOLD THIS BY THEIR AGENTS...WHAT GOOD ARE THE NOTES IF NO ONE READS AND FIXES IT...GLAD IM NOT ALONE BUT VERY SAD THAT SO MANY ALSO HAVE TO DEAL WITH UNPROFESSIONAL AND ILLEGAL SERVICE SINCE THEY DO NOT STICK WITH THE AGREEMENT THEY ENFORCE...A PRODUCT IS ELIGIBLE FOR REFUND IF WITHIN 14 DAYS!!!!! I DIDNT CHANGE MY MIND ON THE HUM....IT WAS DEFECTIVE! I WAS AT AUTO ZONE AND WITH MY BATTERY OUT (SINCE IT DIED ON ME) THE HUM DID NOT DETECT ANYTHING WRONG WITH MY CAR EITHER TIME, INSTEAD IT SAID NOTHING WAS WRONG. SO TWICE NOW. I HAVE BEEN STRANDED WITHOUT THE AID OF THE SERVICES THAT I PAID FOR. THRU VERIZON...I RETURNED IT BEFORE THE 14 DAYS! NOW DO YOUR JOB VERIZON!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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Re: VERIZON EMPLOYEE MISTAKES COSTING ME MONEY AND SERVICE INTERRUPTIONS
vzw_customer_support
Customer Support

DANSINGQT,

 

I definitely understand your frustration and I apologize for all the inconvenience you have experienced regarding this matter. Verizon Wireless does commit to delivering the best from our service and staff. I am disappointed to hear the service you received did not reflect this commitment but we will work to resolve this for you as this has indeed gone on long enough. To confirm, both devices were marked as received once the store had you return them is that right?

 

 

 

CandiceH_VZW

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