Verizon robberies - Check your bills

I am one of these "low end" reps, and i've been reading this post for quite some time without posting back. but i'm sorry, your story (riscut) just gets bigger and bigger.

I TOTALLY identify with the horror of opening up a bill you were not expecting and i do understand that the usage charges were from a billing error and it was not YOUR error. and can I just say, on behalf of the company we are SO SORRY. But we are not crooks and robbers.

It seems that the IN feature was dropped off your account, perhaps stemming from a price plan change, etc. You see, there are many codes out there for the same feature, but this code matches this plan and that code matches that plan. If the proper codes are not matching, the bill will even print "in" next to the call and STILL bill your minutes over. This is an obvious billing error that any rep should have seen.

We now have a tool, may not have been around when you had your fiasco, where I can take your calls reported directly from the towers, input them into a database and badabing, 1 -3 minutes later i have your minutes sorted. If there are multiple lines, I may have to call you back by END OF THE DAY, tops.

I think you've had enough room to rant, my friend. And it's amusing at first, however, every time i refresh this post, your HOURS spent have grown exponentially. now it's 30, thirty whole hours! to download what? Your bill? It's just a pdf file. What's up with that?

As someone said before, how you approach the situation is crucial to the service you will get. If you call up frantic or rude, you're gonna waste a lot of time. We've likely seen or heard about your problem before, this is nothing new under our VZW umbrella so when i hear that it took this long to correct a billing error, I can assume that there were communication blocks. Either you were hysterical or you pissed someone off right off the bat. As a matter of fact, the reason I posted was because you pissed me off, and that is HARD to do. Reps can't do anything? excuse me? I credit hundreds of dollars for billing errors that DON'T ever happen on purpose. You really think that VZW thought they could sneak $500 on your bill without your catching it just because you have a summary bill? and thanks to your awesome investigative work, you printed out your bill and brought us all to an epiphany? JEEZ. give me a break.

And how I WISH YOU WOULD try to take VZW to court over a bill we corrected and a contract you agreed to. i know you agreed to it because that's how the phones are activated, through an auto system that gets your electronic signature at time of activation. It asks you twice. Unless of course you went to a store and SIGNED the contract. And anyone in their right state of mind that is as mad at VZW as you would have put the phone back in the box and sent it back ASAP. But you, hater of VZW decided to start that contract back up for 2 years. Brilliant! If you go to court, you won't have a leg to stand on.

I'm sorry the billing error wounded you so, but I think you may need to check your emotions before you call in to any center. Flies like honey as the saying goes and this will make your mini-dramas in life be much less dramatic. I have to call customer service for some company, for some reason or anther, at least every two months and I get everything I want because I know how to talk to people. I take names of everyone becaused PEOPLE foul up, not whole companies and entities. If VZW were doing this on purpose and refusing to credit IN minutes that is a KNOWN free feature, I wouldn't work there for one, and they wouldn't be as reputable and successful as they are. Now let's try moving on.

And for angryshortguy:

I'm so sorry for this mistake as well. The representative that corrected the errors and gave you credit forgot to actually issue the credits toward the statement and instead just lumped a credit on the account which is great for the upcoming bills, not so great for the current bill that is going to be auto paid.

This is a silly, stupid mistake and the kind that can turn folks against us. I apologize for this situation and I would definitely ask someone what we will do for your awful inconvenience. If you speak with a rep again, don't hesitate to ask! You can reenroll in the Auto pay system without hesistation though, and if your bill errors again. heaven forbid. then you can suspend the APO for a bill cycle until you know it is straightened out.

Despite what you guys think, there are reps out there that care and have concern for those RATIONAL customers that look to us for help. I mean, I get on this site during my off time to help, that's how concerned we are. You deserve good service for the prices you pay, if you don't get it from one rep then request another or have the next rep or supervisor send feedback to the previous rep VIA their super. boy that'll get em doing their job for a while!

So once again, that was a stupid HUMAN error, not a VZW scam on your account and please call again if your are not satisfied with where this has landed.

p.s. As for the length of time to get your credit back, that depends on if you are auto paying with a checking accnt or a debit/credit card. Debit/credit cards can be credited in as soon as one day in this escalated matter but checks are longer. this is sometimes delayed by the bank that will "hold" a credit coming into a checking accnt but that of course is beyond our control.

I really regret the inconveniences that you have both experienced. I hope this matter is resolved soon and to your complete satisfaction.

Thanks so much!

low end guy.
really.
I'm done ranting
I've been done for a while
I simply responded to a fellow who'd experienced more errors .and even though there was NO MALINTENT
these little errors CO$T customers their time
lots of time to go through a system that isn't set up for errors.
I have run into great sales reps that have honetly tried to help and found their frustration clearly illustrated further the corporate system isnt' made for the customer's convenience.
when this first happened. I had to PROVE I WAS RIGHT
there was NO BENEFIT OF THE DOUBT OFFERED TO ME.
it was a hideously long and tedious process.
go ahead and look up my record yourself
the long line of command to speak to the RIGHT pereson and re-tell the event becaue it wasnt' recorded in a way that each rep was aware was just starters
then the bill style was changed to "summary" so in order to get my 6 months lists of calls I had to open an online account
I have a dial up modem(only becasue there is no hi-speed on my street or neighborhood)
in order to confirm what each call was charged for I had to
first open an online account.
the point is
this is all true
if you dont' believe me
so be it.the fact that shortguy had this experience just validates/confirms these things continue to happen.
most unfortunate
and I hope verizon pays his overcharges at the bank and offers him compensation.that doens't include the extended contract I had to sign in order to get vzw to acknowledge the inconvenience I went through
I dont' understand attacking folks that have been mis-charged.
In my biz.the customer is always right I have gone to great length to compensate individual when they were wronged.
even when it wasnt on purpose.
NOWHERE in my RANT did I ever say it was intentional
only that giant corporations are not' looking out for the little guy
and that while the reps are paid for their jobs
I had to take time off work and it took many many days.
many mornigns /lunchtimes
then more the next day.due to time change I recieved calls at 5am.there were entire days spent on this.
this is not fiction.
and when I thought it was solved I was then called from the financial deptartment from an entirely different address who knew nothing about my ongoing effort and negotiations.
and even threatened to turn off my phone due to the high bill!
I have a notebook with every single date/time and every single name of each person I spoke to.from atlanta to seattle.to wisconsin or minnesota.somewhere very cold
as I am in hawaii and we talked about weather and time difference while I waited for the long down loads.
so go ahead
dig your heels in and call me whatever you want.
this really happened to me
I truely spent 30+ hours on this and wrote about it for any one else who was up against the INNOCENT mistakes of a corporate blunders that cost little guys lots of money and time.
perhaps I didnt' even count up the hours for a long time becasue
who would want to?
and who would spend time doing this anyway?
I am done
good luck with your job and your company.
and make sure shortguy gets his overcharges paid for.

ImEnVerizon,
I've now spoken to five (5) Verizon Customer Reps.
2 from Treasury Request, and three others who were unable to fix the situation.
I've also spoken to a manager at the Dublin call center on Monday (6/18/07) and was told to fax my bank statement showing the funds taken from my account. Why doesn't Verizon have records of this? It looks like after being told on the 12th that my funds were in the process of being returned, the request has not even been entered into the system at Verizon!
I was assured by the Dublin call center manager that she would call and email me (that day?) to let me know the status of the funds transfer.
Guess what? Two days later and no call, no email.
Looks like another 25 minutes on hold to speak to another rep, 25 minutes on hold to be transfered to a manager, another 25 minutes to explain the situation all over again to yet another manager, and 2 hours to calm down enough to get my blood pressure within safe levels.

So, ImEnVerizon, where can I find a competent, caring, resourceful, and willing Verizon Rep/Manager that can actually return the $600 illegally stolen from my checking account? I don't want $600 of my money sitting in Verizon's account waiting to be used every month as a credit. That's five months of bills. Most companies give you a discount for paying that far in advance.

My checking account is a wreck, my bills are going unpaid, my life is a complete stressful cluster-you-know-what, and it's all because Verizon refuses to return my money. Money taken from my account because Verizon's computer screwed up and charged me for In-Calling minutes.

Next stop, Michigan Attorney General and the BBB.

hey there
I went through my lists of names and #s trying to find the final supervisor that actually got me o t of this.I had records of names , #s , Dates.and how long I spoke wiht each one.when this finally got cleared up ( Iwent through a similar routine with several weeks before one person at each office actually got the info to the other office) I spoke to several people.Unfortunately at this point I'm not sure who it actually was at this point as my records are scattered having put this behind me.but your hideous situation caused me to loook things up.
FIRSTLY
Always speak to the HIGHEST supervisor .don't even bother with anyone who cannot do something for you NOW.
here's a name and # that I hope helps.
I believe she was kind and helpful an actually corrected this and got it going the right way.good luck
I'm so sorry for this terrible setback in your journey and hope that this day gets it set straight!
try:Trina 1-800-922-0202 X3358
GOOD LUCK!

riscutler,

I will call that manager and cross my fingers.
I received an email today from the manager I've spoken to.

All apologies, no action whatsoever towards the return of my money.
Nothing.
Apparently, they needed to wait until the 18th of the month to start the process. Billing cycle stuff.
Today's the 20th. What are they waiting for?
Although she's confident that this is in the process of being resolved, I've received no incident number to track this with.
7 reps, no tracking.
I've asked for a tracking number each time.
Just excuses and apologies.

She's also unable to contact departments within her company to find out if this is indeed being taken care of. Although she is confident.

Seven reps, seven stories.
Seven calls, seven excuses.
Seven inquiries, seven hours.

Oh, and seven ulcers.

hi again
good work
keep it up
you need that money n your account PRONTO~!
I am sorry I through out the other #s I called
YOU MUST GET A CONFIRMATION adn the money deposited
not creditied!
thanks foro staying in touch
I'm keeping it possible in my mind and hopipng tomorrwo brings you the end of this mess!
I'm in hawaii
where are you?

Wow, angry, are you serious? What state are you in? My department most certainly does have a number they can give you for the treasury report they file to get your refund back. but states are broken into territories and I'm curious if you are in territory that works differently. It's like you guys are calling a totally different company.

The plot thickens.

I received an email from the manager handling my problem today.
It seems that the Treasury has documented the refund to my account today. However, there is a 10 day electronic check hold.
What the Heck does that mean!?
I have a feeling it means another 10 day delay while they figure out another excuse to keep my money.
The manager has no idea what this means.

To answer where I'm from. Michigan.

One more insult to report.
I spoke to a Brenda a few weeks ago to correct this issue and another $30 overcharge. Brenda told me she credited my account for the $30 overcharge.
The Verizon Wireless store in my neighborhood shows no record of this refund.
What a shock!
In fact as of yesterday, they showed no entries describing any refund at all. Only that I'd called multiple times to try to fix this matter.

In my head I can picture all of these reps from Verizon laughing their arses off about the pissed off customer that they're screwing with. Just joking it up with co-workers at my expense.

Next stop, BBB, Michigan Attorney General, channels 2 4 7, and a nice letter to Verizon Wireless CEO.

If I sound like I'm losing my patience, this is actually me being very calm and collected.

At this point I would expect a phone call from the head cheese of the accounting department assuring me that the funds have been mailed to me, overnight, certified check, and that my next three months of service are on the house!
Furthermore, that each customer rep responsible for not correcting the situation will be reprimanded for the inexcusable way they mismanaged the resolution of this egregious mistake by Verizon Wireless.

Thank you for allowing me to vent.
And thank you for all your help and support.

I handle the midwest region and i can pull your account for assistance in the matter. I can assure you that we don't ever see this money come into our pockets so we have no reason to laugh at your situation.

We have records that a payment was made but i guess the treasury department also needs records that the money was removed from your account. For you to have to show proof of this makes me think they are filing this under something incorrect.

I'll be happy to take a look at your account if that is alright with you. if you can give me the treasury request number I can pull your account and figure out what's wrong. We'll do it this way so you don't have to give your account or telephone number over this site. If you can't get the number of the request I can use your account number, whatever you are most comfortable with.

Once again, I'm sorry for all this inconvenience and when I am done checking out the account I will then escalate to someone who is willing to recompense for your losses.

Verizon robberies - Check your bills

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