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No two ways about it -- Verizon Wireless is far and away the nation's largest wireless carrier, with nearly 35 million total subscribers as of mid-2003.
It's also tops in network quality according to a J.D. Powers survey released Aug. 1, 2003. Verizon outpaced competitors in the four most important call quality problem areas: dropped calls, static, voice distortion and no connection on the first try. Nextel and Cingular also did well and AT&T Wireless was average.
Well, all that may be so but there are plenty of other problems plaguing at least some Verizon Wireless customers, including billing mix-ups, rate plan confusion, contracts that seem to renew at will and, to be polite, a less-than-evenhanded approach in dealing with consumer concerns.
In case you're interested, Verizon Communications owns 55 percent of Verizon Wireless with Vodafone Group owning the rest.
A few sample complaints ...
Patrick of Keaau, HI December 9, 2006
I purchased a cell phone from Verizon which offered a 50.00 rebate. I sent in requirements including the UPC number which I cut out of the box. I received a letter which said it was not the UPC number, so I sent in the whole box! (there were a lot of numbers on that box) I received a letter stating "The 12-digit UPC number(s) submitted is not valid for this offer." I'm out 50 bucks and 50 bucks is meaningful to me. I spent time and effort pursuing that rebate as was advertised by Verizon. Something is wrong with this situation. Vladimir of Brooklyn, NY November 21, 2006
I ordered Verizon online DSL less than a month ago. Their terms and conditions stated that if, for whatever reason, I'm not completely satisfied with the service, I can cancel anytime within 30 days and receive my money back after paying a 79 cancellation fee. I did not like the internet service they offered, so I decided to cancel and get cable internet before my trial period ended.
I have been calling them for three days now, but I always get the same recorded answer "because of unusual call volume we cannot answer your call at this time please hang-up and try to call us later". Same story any time of the day and night. If you have technical issue or billing issue they connect you to the representative almost immediately, but once you pick the disconnect service option, you get the above message instantly.
The tech support people or the others cannot help you with closing your account, so they transfer your call to the department that always has an unusual call volume, and that hangs up on you after a minute on hold. They never reply to email, and the live support chat does not close the account. All I want to do is return the equipment, close my account and get my money back.
Amy of Bristol, PA November 8, 2006
My husband and I purchased Treo phones from Verizon and were told that by purchasing the unlimited pix/txt package, we could send text messages and pictures to all our friends & family without other charges. However, that was not the case. August, we were charged a kilobyte usage fee. We called Verizon to have this explained to us. The lady said those charges are from using the internet...perhaps you may have accidently pushed the button and logged on to the internet without knowing. Ok, if it was my mistake, I'll pay for it. This month, the same charges appeared on our bill. We were sure that we did not use the internet on our phones. This time, the tech explained that purchasing the pix/txt package only eliminates the 0.25 charge for each picture sent or received. However, that does not prevent us from incuring charges through kilobyte usage. Charges that include sending pictures, and yes, those cute little smiley faces too! So essentially, we are paying 10 a month per phone to not get charged a 0.25 per picture sent/received. We still get charged for every picture we send or receive. We both feel we have been mislead by Verizon's dishonest and greedy attempts to make money. I am sure that there are others out there who have experienced something similar to this. I hope they speak up and together, we can stop this company from robbing us of our hard earned money.
The consequence to us, being lead to understand that our txt/pix package would allow us to send and receive a limited number of pictures and text message. However, we are now being told that there is additional charge for each picture we send or receive. This has cost us hundreds of hard earned dollars. Christine of Still Pond, MD November 1, 2006
In May, I set up a new configuration of service to restrict my son from having web service on his phone and allow him text messaging. This took quite a long time, and the person who set it up was very clear, that the block had been set up. Next thing I know, I've got a letter in the mail explaining that I have new services on the phone -- and I made no changes. I called Verizon, spoke to Ayana on September 29 -- she said there had NOT been a block in place, and my son had downloaded about 300. in stuff from the web. Ayana went into the account with my son and stopped all the subscriptions and took off all the stuff. Next thing I know, I get a bill showing it's been over 800 total in downloads, the successful removal of my son's programs was not done, and has to be redone -- this was by Sasha. Verizon should be liable for all these charges, they were made through no fault of mine.
I owe Verizon about 500 in charges I expressly forbade them to all to be made, and they have credited me only about 90. I want them to foot the bill for their own incompetence. Mary Ann Gargiulo of Hartsdale, NY October 21, 2006
I've been a Verizon customer for years with no problems, however in the past 6 months I've had inflated bills with services added I never requested. I called Verizon Customer Service and the problem was supposedly fixed. The following month again the bill was inflated and I had to call them again.
Each time they would tell me to pay only the amount I owed and disregard the increased amount. Ultimately, I was charged late fees. And now they are telling me I have to pay the late charges and the bill is still wrong. I would like to sever all ties with Verizon at this point because I feel the billing will never be correct again.
Dealing with them has been ridiculous. They promise to fix the problem and they have done nothing but add increased fees.
Peter of Phillipsburg, NJ September 5, 2006
I have asked for 5 months about a 68 charge that was on my phone bill. They either ignored my request or would not explain it.
All they did was to send a second bill that listed the same charge but not what it was for. My emails have been ignored.
Nick of Layton, UT September 5, 2006
I purchased the new Motorola Q PDA from Verizon Wireless. I was required to extend my contract with them for 2 years to take advantage of a 100 discount. With the discount the phone was still 350.
Two weeks after purchasing the phone it started to have major issues. The keys wouldn't work, the phone would freeze, and it wouldn't dial out. I had the phone for one month's time and I had to replace the phone 3 times. I told Verizon Wireless I no longer wanted the Q because it was ridiculous how big of headache this phone was. They told me I couldn't exchange for a new phone that I would have to sell the Motorola Q on E-bay and purchase a new phone for full retail.
This made absolutely no sense to me considering I just paid 350 for the Q and extended my contract for two years. Now I have to sell the garbage they sold me and purchase the new phone for full retail. Where is the customer service??
Dennis of Bloomfield, NJ September 4, 2006
My daughter's cellphone was destroyed and in order to buy another the Verizon rep suggested that I create a new account and new phone number. When I attempted to cancel the destroyed phone's account I was faced with a 175 cancellation fee.
I feel this is totally unfair because I, in effect, transferred the old number to the new number.
Linda of Larkspur, CA August 28, 2006
I switched from Sprint (where I paid 29 for 300 min a month anytime, free after 9 & weekends) to Verizon. I don't use my cell all that much, so it was more than adequate. The plan I was offered at Verizon was 34 for the same amount of min & usage, plus I was told I could call everyone on Verizon for free. I specifically asked that question & that was the answer I received.
Not true! It turns out, you have to purchase the 39 plan to get that. Also, anytime I sync my phone to the computer I am charged. I was not told this either.
I feel that the salesman at Verizon misled me, mainly about being able to call my friends on Verizon for free.
Nanette E. Reams of Clearfield, PA August 27, 2006
On June 20th, 2006 I was due a 400.00 security deposit check from Verizon Wireless. After waiting a month I called on 7/30/06 to inquire about this. I was told they had no record of this. I faxed them not one, but two sales receipts proving I had paid the deposit in the first place. Verizon Wireless claimed they did not receive the faxes. After talking to customer representative Dionne, ext.4789,on 8/3/06 about them not receiving my faxes, she contacted the Phone Guys, Inc. where I had purchased my phone. The Phone Guys faxed a copy of my receipt and Verizon Wireless received that. Dionne said she would submit the receipt to their treasury department. It would take 48 hours to validate the information and I could expect my check in 7-21 working days.
On 8/14/06 I checked my Verizon Wireless account like I periodically do and found they had CREDITED my account for the 400 WITHOUT MY KNOWLEDGE OR APPROVAL. I called on 8/14/06 and spoke with customer representative Tori who assured me that my account was not credited and that I would be receiving my 400.00 check in a couple weeks. On 8/25/06 I again was online checking my Verizon Wireless Account and found that now my account is 352.89. Instead of sending me a bill they automatically took out what I owed for the next billing cycle WITHOUT MY KNOWLEDGE OR APPROVAL. I called on 8/26/06 to discuss this and the customer service representative, Pam, told me if there's a balance on the account when the security deposit is released they deduct that and then the balance is sent to me. I should be receiving a check IN A COUPLE WEEKS.
As of 8/27/08 I have not received the 400.00 security deposit that I should have had back in June 2006 from Verizon Wireless.
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