Verizon Wireless
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Category: Services
Contact Information
Reno, Nevada, United States
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Verizon Wireless Reviews
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July 18, 2008
Customer Service Rude and Unhelpful
My fiancé and I both have separate Verizon Wireless cell phone accounts and wanted to put them onto one plan to save some money. We've both had our phone numbers for a long time and have different contract renewal dates and different area codes on the phones. Ideally, we both wanted to keep our cell numbers instead of changing them so I did what any logical person would do - I contacted customer service.
I decided to submit my question to them through their website so that I could get a response via email. It's easier for me to check when I have time and it has the added bonus of any response I'd get would be in writing. After a few days I get a weird phone call from a number the call id says is "unavailable" so I let it go to voicemail. Turns out it was Verizon Customer Service calling to confirm that my question had been answered via email and that I had no further questions. Problem being I had never received an email. I received a similar call the next day while at work and I couldn't answer. Still, no email.
First I double checked my spam filters to make sure I was not missing the email. After all, I should make sure the problem is on my end before casting blame. Once making sure the spam filters were not the problem I resubmitted my question, the same as before, adding two key things. First, that this was the second time I had to contact them via this form as they failed to answer me the first time. Second, that I stressed at the beginning and end of my message that I wanted to be contacted only by email and not by phone as it is difficult for me to answer my phone during the day. I don't know how much clearer a person can be.
No email came but I did notice a missed call from number "unavailable" one day during work. The voicemail was from, you guessed it, Verizon saying I could call the customer service number. I double checked my email and still no answer there. Now rather annoyed and really needing to know the answer to my question I called Verizon and tried to be nice to the guy who answered my call since I can only presume he had never set eyes on my account or questions before.
After first telling him on the recorded line that I was displeased that I had received no email answer from 2 queries and had been contacted by phone after explicitly saying I did not want to be contacted by phone I apologized for sounding short assuring him I knew he had nothing to do with that and moved on to my question.
He tells me that I do not need to wait for the renewal date on either contract and that we can both keep our current cell numbers in spite of having different area codes, one of which is not local. He also said, only slightly unrelated, that one can switch to Verizon and keep their current cell number regardless of area code and where you are. This is to my knowledge not the case. Two years ago when I switched to Verizon I had change my number because the area code did not match the region in which I was physically making the switch. Also, if you check Verizon's website it says that you cannot port a cell phone number outside the local area of service. Who am I to believe: the guy on the phone or the combination of experience and what Verizon has in writing on their webpage? Hmm...
So now I have my answer, but I'm not 100% sure I can believe it, and the guy starts pushing me to "update my phone every 90 days." I have no idea what he is talking about as he starts telling me that they recommend updating the phone every 90 days by dialing *228 so I stop listening to the instructions and reasonably ask, "Why do I need to do this?" He says, rather rudely, "Let me finish." Further frustrated I am not really hearing his instructions (because I'm annoyed again) and he then tells me it is to update the roaming areas. Ok...I have first of all never heard of updating my roaming area every 90 days but ok, fine, I'll play this game...why couldn't you have told me WHAT you wanted me to do BEFORE you irritated me by insisting on telling me HOW to do it first? Why should I listen to how to do something if I don't know what it is and the implication of "update your phone" sounds expensive and unnecessary?
Upset again I quickly got myself off the phone, hopeful that the call really was on a recorded line as they claim. I wish other cell companies had been reception where I lived because that is the ONLY thing keeping me with Verizon. I hate the sale calls and random sales text messages (especially the ones that come at 11pm on a week night - you don't know I don't have small children or an early bedtime.) I also can only hope my rude customer service rep wasn't a complete idiot and that my fiancé and I can both keep our numbers and switch our two individual plans to a family plan before the renewal date of our contracts without going through hell...
This is why I wanted a response in email, without having to talk to someone, that I could print and waive in someone's face when they told me otherwise...
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July 15, 2008
Lying about termination fees
We contacted Verizon Wireless on 7/11/08 to ask about our contract with them (up on 7/22/08) and to inquire on any termination fees associated with switching our account over to AT&T for the I Phones we were purchasing. We were told by the CSR that there would be no termination fees since the last bill had gone out and out account was nearing the end of our term anyway. I specifically asked the CSR to repeat that several times to make sure I heard it correctly and she repeated it 3 times that there would be no termination fees.
She lied. Period. Boldfaced lies. We received a billing notice through our bank saying we owed 438.17, which is the last month's bill amount plus termination fees. This is absolutely ridiculous that companies like Verizon are allowed to lie to customers and then screw them over in their billing.
We were also told by the Verizon CSR that even though our contract ended on 7/22/08 (11 days from the date we called) our phone numbers couldn't be released until 8/4/2008, at the end of the billing cycle. I asked about the telephone number portability act and challenged that statement saying that we were told by other carriers numbers could be ported over at any time, not just at the end of the billing cycle. We told the CSR that we would prefer to keep our numbers but new numbers would be obtained if they were going to charge termination fees. 3 frigging times the woman said there were no termination fees to be assessed and yet we are hit with over $300 in termination fees.
Unbelievable. A class action should really be filed against verizon for this kind of crap. Anyone know the regulatory agencies I can contact to file a formal complaint?
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May 21, 2008
Piece of junk Blackberry Pearl
I would like to convey how disappointed in Verizon Wireless. A few months ago I purchased the blackberry pearl. Since DAY ONE I have had nothing but trouble with the piece of JUNK. I have a list of calls to your tech support and customer service a MILE long, I have done all the software upgrades and changes they have suggested... I am know moving onto my THIRD Pearl...
The piece of junk deletes my call logs and text messages on it's own. I have to take the battery out every night, they said this would help... it DOESN'T! I called last night and spent an hour on the phone with 4 different people... the only thing they will do to resolve the issue is send me ANOTHER PEARL! I don't want another PIECE of CRAP... I want a different style that WORKS and does not DELETE my data! I even said I was willing to DOWNGRADE... they still won't help me. What does it take for Verizon to make customers happy? I have never been so disappointed in Verizon, I have been a long time customer and currently have 4 lines with you. I will email and post this on every website I can find. I will let everyone know what a piece of CRAP you are selling and how you won't stand behind your customer when you sell them a SUB PAR PRODUCT!
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May 7, 2008
Stranger can change my contract?
My son gave his girlfriend a phone on his Verizon family plan to cut communication costs. She is in Nebraska, he is in Houston or on the east coast or where ever his job takes him. This phone plan is in my name in Texas and I’m the one who has to make plan changes with my password, pin, presence or whatever. While my son was in North Carolina, this woman went to a mall, traded in the phone and changed the plan to a 2-year plan. This was in November. We didn’t find out till March when my son tried to cancel her phone because she has cost him/me a fortune in downloads. March was the original one-year contract date. Everyone at Verizon that we have talked to says there is nothing they can do about this fraud except pay them to cancel her phone. Her name is nowhere on the contract or in the records so why was she allowed to do this? And what can I do about it? I’ve been a Verizon Wireless customer since they were GTE and analog. Where’s the loyalty? Does this mean a complete stranger can go into any Verizon store and change anyone’s contract?
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April 15, 2008
My bad experience
Out of the clear blue sky, I received a demanding letter stating that I wrote a bad check to Verizon Wireless. I have never had a VW account and upon contacting VW, they verified that there is no account in their database for me. Even their Fraud Department couldn't find anything.
Check Processing Bureau was unable to provide me a copy of the alleged check I wrote for $300, nor the account number or any identifying information. They expected me to just whip out my check book, take their word for it and sign away. Yeah right!
Oh, Verizon Wireless admits that they DO NOT use check recovery services, so this company was/is a JOKE! I have worked with Debt Collection Agencies and it is customary to receive full account information from the client, including an image of the bad check. If on the up & up, any debt collector should be able to provide that information to you upon request. After all, you are the consumer, the one who supposedly owes the debt, right? You should be able to view what you owe for, right?
Beware of Check Processing Bureau of NY. Contact your local BBB and Attorney General's office. Obtain your state's SOL.
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April 4, 2008
Terrible company!
I am just reporting to all of you people that use Verizon Internet . I feel sorry that you have to put up the attitude of the company. They are a bunch of assholes and like to fire employees for no reason from a third party call center. I use to work for a call center in London, Ontario Canada and the name of the company is Tele Tech Communications. They say that they are being audited and that is there excuse to get rid of you. If You have verizon internet or any type of verizon products I wouldn't even use them.
All they are going to do is treat you like a piece of garbage and same with there dispatch which they are out source in Idia which you can't stand one word of english. If I were you people get satellite from Comcast or Any other company that is going to give you a deal instead of a company that is going to rip you off. IF you read this take this in consideration.
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April 3, 2008
Ringtones
I have a huge complaint with Verizon Wireless. I downloaded a program to my computer to make ringtones from my own music collection, and it worked until just this week. I can make the ringtone and send it but now Verizon is blocking this! I am irate!!! This is my own personal freedom and right to get ringtones from anyone. This is America and not Russia. Verizon, are you hearing me???? I may not renew my contract next year. I am being censored and stuped into paying $2.99 for a ringtone that I could make from own music collection. I thought it was my software or something, because I had never had a problem until now. Take a look at this excerpt I got from the software company Make your own Ringtones: Thank you for your email.
Yes, there is a problem with Verizon. We are sorry that we replied
after 1 day and a few hours, but we needed to check it with Verizon before
sending the email to you, we did receive all your 3 emails.
The problem is that Verizon has put a blockage on it's line, they are
trying to encourage you to buy expensive ringtones only from their
sites, and to discourage you form buying cheaper ringtones from thrid
parties like us, by putting these barriers.
What a hoot!!! This is rediculous! I feel as an American this is where our rights as customers is being taken away. I mean I already own the rights to this music in my collection and have purchased the software to do this. I am on a fixed income and I cannot afford their ringtones. The service fees are exspensive enough. Does anyone feel the same way I do??
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March 27, 2008
Doing less for you
On March 18th I visited the local Verizon store to use my "New every 2" agreement. I picked out a phone, and ordered it through the counter because I can not bring a cell phone with a camera to work. The address was verified, phone paid for, and 2 day delivery set.
After waiting one week, I called the local store in which I had purchased the phone and found out they had mailed it to a previous address that I moved from nearly 1 and a half years ago. The customer service rep then directed me to a manager who expected ME to call previous address to find the phone.
I said it was not my responsibility to find the phone. They apparently didn't see the point in they screwed up, not I, and thusly it is not my responsibility to return the phone to it's rightful owner.
They expected me to drive to the previous address and get the phone. And then had the audacity to ask why I wouldn't because it was an apartment complex and very blatantly assumed that it was because I had an issue with the landlord.
I was shocked into silence. Didn't even know what to say to that one. And still he claimed that I had to call to verify the location had the phone, and then call him back.
I said no, that it was not MY responsibility. He said that they could send me another phone, but that they would charge it to my account again. I asked how they could claim that I received the phone when it didn't arrive at the correct address and no one listed on the account actually signed for the phone.
After about 25 minutes of "persuasion" he finally agreed that he should call and not I. A few minutes later he called back and said that the place does indeed have the package. And? Well he stated that I needed to call them and confirm that fedex can pick the phone up and return it. I wasn't going to lay any claim to that. My agreement would only mean that I would have to PAY for their mistake
I once again said no. They mailed it there, it's verizon's responsibility to say hey, we need it back and send fedex out there.
I called corporate because I couldn't believe what this guy was telling me to do. I have worked in retail and never in my life would I dare to tell a customer that we sent a package to the wrong address and that they needed to find it themselves. It's not their fault it was at the wrong address, it's the company. And the best part was that they verified the correct address when i ordered the phone!
The corporate customer assistance was much more receptive to my situation. The woman looked into the situation promptly and called back with in 45 minutes. She too stated that because the phone was floating in space they needed to verify that it still existed before they sent one out. Which i had no problem with. because THEY needed to do it. I can wait a week for the phone. Having the phone was never the issue. If it was, I would have called on the day it should have been delivered.
The issue is customer service. You can not expect your customers to simply say oh, you screwed up? mailed it to the wrong address? let ME drive 30miles with MY gas in MY vehicle to pick up YOUR mistake.
The manager should have stated that he would look into the matter, locate the phone and give me the options.
His final option was for me to ok his people picking up the phone and bringing it to their office today. By this point I didn't really care about the phone. I was peeved at the horrible assistance they gave.
I could have been nicer on the phone, but they also could have done their job.
It took 3 minutes on the phone with corporate customer service to say it will take a week to clear everything up and a new phone will be there by next Wednesday at the latest. Instead, I was inconvenienced by a lackluster attitude towards management and corporate expectations by a local shop.
I have had nothing but good service from verizon wireless for many years and it is unfortunate that one managers error in judgment about the responsibility of a situation resulted in this escalated case. I will still use verizon as I find their phones and plans reasonable for my needs, but I will definitely NOT be using the same local branch for any service or billing issues.
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March 17, 2008
Non-rebate
RE: Verizon Wireless Non-Rebate
Alright - My complaint is this: On November 14, 2007 I purchased a Verizon cellphone (order #000269933001) and was supposed to receive a $50.00 rebate. I received the phone and sent you every label that was on the box. You sent me a postcard saying "missing UPC." I resent a copy of everything and you sent me the same reply again. So there's nothing more I can do and yet it seems you know I bought the phone and you refuse to send me the rebate. So it just seems like poor customer service and a breach of your promise.
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March 3, 2008
Bogus collection bill!
I recently had a credit report run, and for some reason this AFNI thinks i owe them some money, something about a Verizon Wireless bill that I know nothing about. They aren't very detailed in their letter.
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