VerizonWireless Corporate Office

I just got a phone call from Verizon Corporate. I have had coverage issues for the entire two years of my contract. Because of medical issues, I really need to be able to use the phone at work and my husband needs to be able to use his. I explained that this was a real problem. The only answer I got was that I needed to try different equipment. The funny thing is that I was talking to them in the same building in which Verizon would not pick up a signal on a Cingular phone. The Verizon rep also mentioned that they had checked the signal where I was and that it was fine. Unfortunately, they did not come inside my office to check it. Again, Cingular works great. I have encouraged our company to never use Verizon as we are looking for several new contracts for our employees. Verizon just lost a lot of money because of their customer service (or lack of). Don't go with Verizon.

You can cancel your contract due to the new fees (both text message and their new service increase). If they offer you a "refund" on the difference just deny the offer and quote verizon on their contract which says you can "cancel the contract without the termination fee if the changes have and adverse material affect on you." or something like that.

but your bill does state the increase. If anything, you can write them a nasty ass letter like I did and copy it to the CEO and President. I did receive a phone call from the corporate headquarters only 3 days after my letter was sent. Although I chose to stay with Verizon (I don't really care which company I stay with or what type of phone I use), I told the corporate headquarters that their customer service reps have no respect for their customers (of course this is the nicer version of what i told them). And you should tell them that your company won't use Verizon due to this problem. AND have them call your phone when you're in the building. Hope you can get out of it! Good luck

The fees must have a material adverse change that negatively impacts your billing, and you have to have no text plan, no block, and a history of text message usage prior to the text message increase. There is a sixty day period after the bill generated that has the price increase notice in which you can still cancel without the etf, however if you remove your text bundle after that bill you can kiss the waive goodbye and deal with the etf. The admin fee increase is part of the service agreement that may change at any time, so the $.30 increase per phone number isn't valid reason for the termination fee waive. You can get credits for the amount of $.30 per line per month until your current contract is up however. Estimated for 3 lines and fifteen months, $13.50 total credit. Not worth it in my opinion. The service is what it is, the perennial leader along with AT&T, which is why contracts and policies are so strongly supported. VZW just offers a more friendly customer support team.

Terms and conditions of agreement state that service is not guaranteed inside a building or other such structure. That's why they didn't come inside.

I just got off the phone with a "supervisor" named Patrick in the St. Louis call center and I can not believe how rude he was! I don't believe one person can be reflective of a whole company, what I will say is that what is wrong with the understanding that customer service KEEPS customers.
Tampadelphian maybe you can explain why this supervisor had a right to treat a customer so rudly.

Here is how it began
Last year I did a transfer of liability from an account that I was an authorized user on for 3 years (I was also the one paying the bill) the main account holder moved to VA and we both decided that it was too much of a hassle to keep the account in his name as most changes I had to track him down (makes sense) so I did the transfer of liability. I spend an hour and half on the phone with rep from the transfer of liability department. Her and I went through every scenerio as to when I should change my plan to make sure I understood all charges. We set it up on a date that would make my final balance 34.76. No problem, I had purchased a raxor phone from the store a couple months before and should be getting my rebate check (in the other person's name) anyday so I would just apply it to the account, Verizon could even keep the change. SO that is exactly what I did. Heard nothing
Then one day I get a phone call on my wireless phone from c COLLECTION agency, (looking for the other person) about a verizon wireless account using my number. I explained that me and that person had a n account but that account was paid in full. They said no it wasn't it had a 200+ balance. So I called Verizon, spoke with a VERY NICE gentlemen who explained to me that the phone I bought (the razor)was charged to my account. WHAT!? I paid for that phone IN the store. (Of course this is months later and I have no receipt.) He stated that there was nothing they could do because the account was with the collection agency. I asked why I never received a phone call, a statement, text message, something stating that I owed. He said he wasn't sure why their finacial department didn't contact me. He looked through the notes and notice not ONE attempt was made to contact me. But again, nothing he could do about it.
Because I AM NOT a scandless person, I called the collection agency the next day and paid the balance so it would not reflect negatively on someone else, I mean the phones were mine.
So I figure, well not at least I only have ONE account to manage. I've had the same phone and same plan for over a year, since on the 2100 minute plan, I have NOT gone over my minutes. Until last month apparently I went over by 650 minutes. OUCH When I looked at my bill, it showed a PAST DUE amount, WHAT?!?!?! I had just paid over 400 in Feburary? so I called, the rep I spoke with tried explaining it to me and at several points got lost herself with the payments, she may very well have explained it, but it made no sense to me so I just felt like I was again being cheated and paying twice. I explained to her the frustration over feeling like I constantly payin verizon twice for the same stuff, now I have always upgraded my phone, service, accessories like a good BUYING customer, the very least I figured there had to be a trade. She explained that because of everything she was going to credit half of the overage for the current month and it I paid the past due amount she would talk to her supervisor to get the double payment on the phone credited back to me by crediting the other half. She said that this only seemed fair since I was such a good customer and on some merit program (I still dont know what that is) and that if I had called in 3 days before the end of my cycle I could have upgraded and only had to pay 40.00 instead of the over 200 in overages. I NEVER knew this either, I thought you had to change your plan the first day of your billing cycle. I didn't know it could be back dated. Because Iw ould have done that, so yeah her offer seemed fair too. I wait on hold for what seemed like ever (of course it wasn't) and she came back to tell me the supervisor said "no" I asked to speak with the supervisor. Patrick from the St. Louis office got on the phone. I asked him if he was aware of the situation, he said "yeah you have overages and want them credited." I said no, that isn't exactly the whole staory. He said "then if you dont mind, tell me what the story is" so I went over the whole thing, he kept telling me well the phone was a seperate issue nothing he was willing to do anyting about. When I asked about the plan change option that I knew nothing about he said "it's on our website and prochures, it isn't like we keep it a secret." And he said that now the only way he would even credit HALF the overages was if I STILL upgraded the plan!
I asked for the corporate number, he said you can have an address, I mean he was just very condicending (mispelled) I know some people like to just get out of paying for something, if that was the case I would have called in every dropped call I had, I wouldnt have paid the collections accounts (as the supervisor pointed out I didn't have to pay it since it wasn't technically in my name) What happened to customer service?!?!?! over 650 minutes, , It isn't about the money, I have spent more than double that in phones accessories hell my plan is 129.00 a month. Can't I just be valued as a customer.

Last edited by tampadelphian on Fri Apr 06, 2007 4:09 pm, edited 1 time in total

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Last edited by tampadelphian on Fri Apr 06, 2007 4:10 pm, edited 1 time in total

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Last edited by tampadelphian on Fri Apr 06, 2007 4:10 pm, edited 1 time in total

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Thank you

I will be calling friday to make my payment on the undisputed amount.

Actually I received a call from the corporate office 3 days after I sent my letter. I told the lady that the supervisor I spoke with was helpful and he resolved all my problems.

Only what the Supervisor told me he would do to make the changes on my account did not happen this month. When I asked him for something in writing, he said he was unable to do that - even after I insisted and this is the reason why. Now why in the world would he NOT give me something in writing? Again, I would have to call up customer service. I don't think as a customer, I should have to call up every month about something that should've been taken care of last month. I pay my bill on time every month - why can't Verizon reps do what they say they are going to do?

So tampadelphian, why don't you tell me why I couldn't get anything in writing about the changes on my account when I requested it? Now I have no "proof" as what the Supervisor I spoke to said he will do. After being with Verizon for 2 years, I'm sick of dealing with the same crap over and over. When I try to be patient, it doesn't cut it anymore. Besides, why would I want to catch flies?

VerizonWireless Corporate Office

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