Why does Verizon Treat their Loyal customers so BAD?

[sburks972]

We already had a home phone and a security system at our old home.  We were in the process of purchasing a new home.  Once we moved into our new home, my intention was not to have a normal phone line.  When the security installer came to activate the security system.  That is when we discovered that the unit would not work with any security system.  When I contact the technician at VZW they confirmed that it was never designed to work with a security system.  By this time, two months had passed.  I contact the sales person in Henderson, TX.  He apologized for misrepresenting the unit but explained this was a relatively new product and he did not realize it would not work but because it had been two months, I could not return it.

[sburks972]

I wish I had been so lucky.  There was no such disclosure about the Home Connect Unit at the store I purchased it from (Henderson, TX).  Not sure why, maybe it just had not gotten to them yet.  If I had known it would not work exactly like a regular house phone,  believe me, I would not have purchased it.  My bad.  Expensive lesson learned.

Having complained and vented for the past two days on this forum and the last two years with Verizon, I have not switched carriers.  Even though I believe they did me wrong, I still like their cell service, over and above the others.

[NuDroidUsrr]

  As you said, lesson learned.

[woodnowin]

Below is my email communication with customer service. After all of this, and contrary to my following conversations with customer service, they are still billing me for $10.20 when they actually owe me money. Recently the company turned the bill over to a collection agency. I have filed a BBB, SCC, and FCC complaint. But, this company is so deaf to its customers I will probably end up in court, suing them for damaging my credit.

>> E-mail transcript deleted as proprietary information per the ToS <<

-----Original Message-----

From:  >> Personal information removed <<

Sent:      Mon Jan 21 17:22:17 CST 2013

To:       >> Personal information removed <<

Cc:       

Subject:  Re: Bill Charges >> Personal information removed <<

Verizon Wireless, Customer Service

Internet Response Team,

     The account was set up several years ago with a 2 year contract. It was renewed to a second long term contract with a newer modem. The second contract expired into a month by month contract. The service was contracted through this multi-year period with the discount as an integral part. Your company sent me a letter approximately a year ago announcing the discount would be terminated. It was followed a couple of days later by another saying that the first letter was an error and that the discount would in fact continue. I assume your company realized that a contract works both ways and that if they violated it I would be free to keep the modem, and discontinue service without paying a termination fee. Your company makes a lot of such mistakes either due to incompetence or arrogance. You cannot unilaterally raise the charge for the month to month contract unless I am notified and agree to continue service at the higher rate. I do not agree.

     Please terminate the service immediately. I will not do business with a company that fails to act in good faith towards its customers.

     I have paid the amount which I agreed to pay for the service on the current statement. I will not pay the rate increase that I was not notified about. Keep this in mind when calculating any final settlement statement that you may wish me to pay. Please make sure that the modems that I have maintain clear ESID and SIM numbers as I intend to sell them. Your response and final actions on this account will be included in a complaint to filed with the FCC on your account and billing practices.

Thank you,

James  >> Personal information removed <<

>> E-mail transcript deleted as proprietary information per the ToS <<

-----Original Message-----

From:    >> personal information removed <<

Sent:      Sun Jan 13 13:12:02 EST 2013

To:       >> personal information removed <<

Cc: 

Subject:  Re: Bill Charges >> personal information removed <<

I have heard nothing further from this inquiry. Please resolve prior to the billing due date so that I will not be forced to suspend my automatic payment arrangements.

________________________________

>> E-mail transcript deleted as proprietary information per the ToS <<

-----Original Message-----

From:    >> personal information removed <<

Sent:      Sun Dec 30 10:38:52 CST 2012

To:       >> personal information removed <<

Cc:       

Subject:  Bill Charges

Form Message

Role: Account Owner

MAIL_ADDRESS:>> personal information removed <<

Market ID: >> personal information removed <<

Zip Code: 23438

First Name: JAMES

Last Name: >> personal information removed <<

Full Name: >> personal information removed <<

Email Address:>> personal information removed <<

Daytime Phone Area Code: >> personal information removed <<

Daytime Phone Prefix:>> personal information removed <<

Daytime Phone Suffix:>> personal information removed <<

Daytime Phone Extension:

Fax Area Code:

Fax Prefix:

Fax Suffix:

Account Number:

Mobile Area Code: >> personal information removed <<

Mobile Prefix:>> personal information removed <<

Mobile Suffix: >> personal information removed <<

SSN:

Primary Subject: Billing

Secondary Subject: Bill Charges

Message Body: My discount was not applied to the current bill I just received. What is the problem?

May We Call: Y

Message was edited by: Verizon Moderator

[2cool4school]

Well gee golly a sales rep who is trained to SELL. Thats the whole purpose of a store rep, they are a retail based branch of Verizon Wireless so RETAIL is what they know best. Now should they have atleast a basic working knowledge of all the devices, absolutely, but you can't be mad at somebody doing the job that they are trained to do. Nobody goes into Burger King and tells you that your flipping the burgers the wrong way. Verizon has more then one branch of serve to turn to, you can call, you can go online, you can even write a honest to goodness letter on paper, but if you go into retail especially a sales based retail, then you are going to be trained to position certain items to sell. That being said, nobody is going to hold a gun to your head and tell you to buy a certain thing or else, they will, however, make their whole-hearted recommendation to you based on what they are trained to do. If you want to speak to somebody about devices that are, for the most part objective, call customer service first.

[lwstrathern]

Sure Verizon .... I am being held captive and called a bad dept even though I have been with V for 24 years....before they were even Verizon. And because of their defective online billing system I am being told I am a bad dept even though I have paid every month and paid ahead and they r still saying I am not good enough to put my upgrade on my bill...... $2500/year for over 23 years   u do the math. that is $60,000 out of my pocket and I am not good enough to upgrade without paying up front because their billing system was not working and I am being blamed??? 

<< Post edited for profanity, and other violations of >>

Message was edited by: Verizon Moderator

[NuDroidUsrr]

  I have been making my payments online for years, and I have NEVER had a problem with the online billing / payment system. It takes and acts on what information that you put in.

[michaely]

I agree Verizon Customer has gone down the tube.  I have been with Verizon since I believe 2002. They could care less. hey are purely profit motivated. I bought a LG lucid and they have replaced it 3 times with a "refurbished" phone. Every phone they sent was defective in one way or another.  Their solution to the problem is "refurbished" phone. Technical service said the phone has known issues and that I needed to call LG who wanted me to send the phone to them to look at. I cannot even count the number of customer service reps I have talked to.  They always start out as how they want to help. It always circles back as the only solution they can offer is another refurbished phone. first, I hate this phone.I . It is the worst. I have paid over $200.00 a month for almost 11 years and one rep said "We have a lot of people been with us longer than you" I am done with Verizon and their scandalous tactics.They have gone from the very best in customer service to the worst. I even have an email from a rep saying "When you want a refurbished phone let us know. There is nothing else we can do. I am just going to wait for my contract to be up and will try another carrier. I am done with Verizon and their refurbished phones that are defective.They have NO loyalty to a long time customer who has never been late in paying their. I highly suggest that Verizon get a message and everyone starts changing carriers. I am going to file a BBB complaint as I never had an LG lucid that works properly

[pabym21]

I hear on that verizon wireless is terrible to loyal customers. I had countless issues with them . had a phone replaced several times. then they gave me an option to just switch the phone altogether , then find out that the customer service rep was giving false information. Had to speak with a higher up and they offered another phone but it wasnt what the original rep said. it was just a headache after headache. Then there loyalty programs are completely crap. Then tell me to buy a phone retail price. All I am saying is verizon wireless is garbage now a days. there training services need to be re evaluated. There was only one representative that was attentive and they need to set that individual to there training unit. I hop you get your situation resloved because verizon has been leaving with alot of lack luster performance. JD power award ??? yeah right

[songbirdsabrina]

I do not understand why they do what they do I have had service with them for over 10 years and until today have not been dissatissfied as I am. I have a device that does not work has not worked since they replaced and they want to replace it again for the second time. They even gave me an early upgrade to get a different phone but because of the problems with this phone it did not work by thier system so they sent me to a local store 25 mins from my home only to be told they could not do what i had been promissed over the phone. Even after speaking to multiple reps I am still without a phone until saturday hopefully. This is not the way i would expect to have benn treated by a company who has had my business and loyalty this long. They are looking to me as a company who is only out for thiers now and do not stand behind thier guarantee which is posted on this website.