Brace yourself this is a long rant! And it is directed toward Verizon Wireless!! Since they obviously have no sense of customer service I will bring my issue to the outside people and maybe one day it will get back to an actual manager or someone of authority within Verizon Wireless. It all started in February when my hotspot was turned on and I was unaware of this fact. So my data usage skyrocketed. But its not about the data I paid for that, it was my mistake. This is about what happened after! Its about Verizon trying to get as much as they can out of people who cant afford it and not caring one way or the other about the actual people. If you will bare with me for this long story and read its entirety, you will understand my frustration. I originally sent this message to Verizon and was answered back by a customer service rep using automated answers who told me, yet again, that they cant help me and I need to speak to financial services to set up a payment plan. (Big surprise) So here is my letter/text/email/etc... To whom it may concern, I hope this complaint reaches management because calling and asking for management gets a person nowhere within your company. Beginning some time around March 12th, 2014 I requested that my plan be lowered immediately before my next bill cycle so that I didnt end up paying for a 50GB plan, at which time the person I talked to told me I could do so online, but what they neglected to tell me is that it wouldnt take effect until the next month, when I had specifically asked to lower it before my next monthly cycle. I am not sure if they did not understand what I was asking or if they just didnt want to be bothered with it. I however did not realize until well into the next billing cycle, that I had been charged for another 50GB month. Several phone calls were exchanged between myself and several members of verizon wireless, to no avail I was told my account was under review and that a manager had to look into it due to the high amount that needed credited. I waited a couple of weeks and called again. I was put on hold for 10-20 minutes while the customer service representative searched for the trail leading back to my claim. After finally finding it I was told that all there was was a note made on my account by the rep who took my first call, but no proof that an email had been sent to management. At this point the rep told me she would be sure to send an email immediately and I should hear about it by the next Thursday. Meanwhile my bill is charged a late fee, due to the fact that I could not afford to pay for another 50GB month. I called and asked for the current bill to be put on hold until we figured out what was happening, the person on the phone told me that was no problem and it was taken care of, not to worry. So the next Thursday came around and I heard nothing, I waited over the weekend before calling again. This time I spoke to a woman who seemed more informed and assured me that she spoke to her manager directly and that my credit would be on the bill by the end of the week and that the fees would also be credited since I shouldnt have had that large of a bill to begin with. Friday comes around and yet again I have not heard anything and there is no credit to my account. I wait until Monday or Tuesday the next week and call, yet again, I end up speaking with another rep who has trouble following the notes made on my account and I again have to tell this very long story, that at this point I am getting very sick of telling. They tell me, again, that they are waiting on a manager to review my account to approve a credit which should be around $360+ as far as they could tell. I ask why so little when my bill is somehow $900+ while I was calling and trying to fix my bill I was also charged for a partial month of the 50GB plan, at this point even I am too confused by their explanation of my bill to know why my $750+ payment in February didnt cover all of the 50GB plan that had actually been used. (Side note) Your reps talk to people in circles so that they dont really get what they are saying. Anyway, back to my issue. I again was told it was going to have to be reviewed by a manager and that it should be resolved within two weeks. At this point my bill is past due and I cant just pay $900+ and then sit and wait for an answer or a credit. The rep apologizes but has no real solution, I hang up and hope for the best. After another week of waiting my new bill is added to the $900+ bill that I should never have had and I now owe around $1100 to your company. I receive an email informing me that my services will be suspended, I was under the impression my large bill was on hold (thats what I was told) until a solution came to light, and that I would just go pay my current bill to stay up to date until the problem was resolved. So if course I call again, this time I ask to speak with a manager... The rep who took my call didnt want to let me speak to a manager. I told him at least 3 separate times that he wouldnt be able to help me and that I needed a manager and yet again he tells me to tell him my problem and he will see f he can fix it. So feeling pressured, I tell my (at this point ridiculously long) story again & he tells me to let him see what he can do. I say ok, knowing that he cant do anything because no one else an either, he puts me on hold. I waited on hold for almost 45minutes at which point my call was disconnected on your end. So I call again and cannot get an answer at all for almost an hour. At this point I give up and decide to try later. Later that day I try again and I get through and, of course, have to tell my story again. I am transferred and put on hold several times each time wanting to speak to a manager, which I never got to do by the way, not once in all of this mess did anyone in your company allow me to speak with a manager (at this point I am beginning to believe that there are no managers on your corporation and it is ran by a thousand or so customer service reps who all trained each other). so finally I get to someone in financial services who tells me that they cannot put my previous bill on hold and wait for a solution and that whoever told me that was wrong. So I am again put on hold and transferred to another woman in the financial department, who offers me a payment plan. My payment plan options were to pay $75 per week and pay my current bill on top of it while management figured out my account. I tell her I cannot afford that ($300/month plus my current $120/month plan) I have a $14/hr job, 4 kids, a wife (fiancé at the time) who works for minimum wage and my rent is $1000/month, plus my utility bills... This was not a doable payment option. She says she understands but basically tells me I have no other choice and we talk in circles for about twenty minutes only for her to tell me the same thing in the end and I tell her I can try, because obviously telling her that I cant wasnt good enough for her. So reluctantly and feeling very pressured, again, I agreed to a payment plan that I knew I couldnt afford. Of course it came time for me to pay and I didnt have it, my account was suspended and there was nothing I could do. I gave up on verizon for, hopefully, obvious reasons. So fast forward to today. I now sit with a $1500+ bill that includes data plans I didnt want, late fees, taxes, surcharges, disconnection fees (all of this on two phones) and still not a hint of any credits what so ever to my account. Please explain to me how a company as large as yours and with employees who are claimed to be so well trained (apparently at procrastination and avoidance of customer related issues), please tell me why not a single one of them bothered to connect me to a manager or have a manager attempt to connect with me? I can guarantee you (as a customer for over 5 years) that I would have had my bill paid each month if it had not been for the wrongful charges placed on my account to begin with. Therefore I am refusing to pay this bill or at least a large portion of the bill, due to the incompetence and backpedalling that I was subject to. I will agree to pay what I feel I owe for not more, no less (3 months of the 2GB Data plan plus tax). Ill not pay late fees, Ill not pay taxes on the larger plan I did not want, Ill not pay for the early termination fees, and Ill not pay for any extra fees that have anything to do with my bill being unpaid, late payment, or disconnect. Send it to collections and I will fight it. This is ridiculous and no one should be treated this way by your employees or anyone elses. If any of my employees gave our customers the run around the way yours do, they would be out of a job. I dont know how you are still in business if this is how you get things accomplished.
Posted on: Thu, 17 Jul 2014 16:04:59 +0000
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