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Verizon Wireless

Verizon Wireless • Rates • Coverage • Contracts • "Perpetual" Contracts • Billing Disputes • Other Verizon Services --- News • Verizon Wireless Opens Network to All Devices, Software • Verizon Agrees to Stop 'Unlimited' Claims • Verizon Wireless Changes Contract Policy • Verizon Wireless Raises Text Message Rate • Verizon Limits Its "Unlimited" Wireless Broadband Service • Verizon Wireless Cuts Early Termination Fee

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 ...

Lisa of Sherman Oaks, CA August 24, 2006

I was charged 661 in roaming charges when I used my phone in Canada yet my phone said "extended network" and did never said "roaming."

Jennifer of Columbus, OH August 21, 2006

Verizon Wireless prepaid neglects to let their customers know that after 4 seconds (4 seconds?) you are billed for your call, lose minutes even if the party on the other end doesn't answer. I didn't think you would be charge for calls that didn't connect but apparently this is new....the rep I spoke to wouldn't give me when this was started but it wasn't in place when I bought my new phone in March. Needless to say I'm not happy.

I have to manage my account very carefully now. I get 5 hours a month which I normally use up prior to the renewl date. My guess is this way they can charge people more but it's not in my paperwork, I'm making less calls during the day. At night I still get unlimited....for now.

Kim of Las Vegas, NV August 2, 2006

I purchased a Verizon Broadband PC Wireless Card 5740 for my laptop with UNLIMITED USE from Circuit City. It is printed on the reciept.  After downloading news, NPR and stuff to my iPod, I have been cancelled. Used 2720000+ in June and 5380000+ Kilobytes in July. It clearly states on the reiept I signed in the store UNLIMITED USE. The sales man told me 'unlimited use' more than once. And yes, I know I should have read the 19 page contract, IN THE BOX, but all I walked out with was the reciepts. It is exactly like the article "Verizon Limits Its Unlimited Wireless Broadband Service."

Gary of Bloomington, IL July 27, 2006

In June of 2006 received a bill from Verizon for over 900.00, and was in shock, called to see why bill was so high, they stated thatt my son had excessive charges for calls and Text messaging. Keep in mind we are on the Family-in calling plan, looking at bill I could not see any place that we had exceeded our 2100 minutes or text messaging allowance. On june 18th spoke with a represenative of Verizon billing who after checking stated that they had made a mistake on our plan that our son was billed for every call and every text message, and that the amount was around 600.00, to give her a couple of hours and she would get it taken care of.

Well 4 hours later she called back and said that it was such a mess that she turned it over to her supervisor, that it would take a couple of days to get everything taken care of and charges would be taken off and credited to our account, that it would show on our next statment. Well before our next statement arrived our service was cut off, and on July 27th called to ask why and Shelly of verizon informed us that we still owed 900.00, and that they had no record of the June 18th conversation, for us to get service turned back on it would be 690.00 and that they would then look into the problem and get back too us.

Requested to talk to a supervisor was informed there was none available, as if there was a number for conflict resolutions, she said they did not have a phone # but they Verizon had an address to send complaints. The address is Verizon, Exec Relations 777 Big Timber Road, Elgin, Illinois 60123, but as stated before they would not give us the phone number. It seems every month there is some sort of a problem with our bill, because they keep saying that they made a mistake, that it would be corrected, but never is.

Pam of Bonita Springs, FL July 25, 2006

I needed a new Verizon phone, so I checked out their website for new phones, both the sections for new and for existing customers. The price discrepancies are incredible.

For example, a phone that cost 149.99, a new customer can purchase it at the discounted rate of 119.99.  But existing customers who want to buy the same phone as an upgrade are being charged 259.99.  It's the same case with every phone they have. One real price for new customers, who are given a discount, and a much higher price for existing customers.

Kent of Dubuque, IA June 20, 2006

Although consistently paying 130/month for what I thought was the top of the line internet phone package, I received a 450 bill in January for text messages sent and received. Nowhere had I read that I was charged for reading the text messages others send me.

I refuse to pay for text messages sent to me that I did not know there would be a charge for. Threatening to sue me. They have taken to a bill collector and will affect my credit.

Lisa of Shirley, NY June 12, 2006

I took my cell phone into Verizon because it would not chargeon my house charger (only the car charger), the front screen wouldn't work and the camera took really fuzzy pictures. I was in the store for three hours and when I arrived home I plugged in the new charger and it still would not work. My coworker allowed me to use her house charger and that worked fine.

I called Verizon and requested that they mail me a new adapter and I would mail the defective one back to them. They said that was not possible and I would have to return it to the store. The store is not right around the corner and I asked that I please not have to wait on the long line and they explained they could not do that. They also proceeded to tell me that they fixed the phone and charger (replacing them with refurbished parts) and that it was tested prior to being given to me....and that it broke in my possession. But it did not work from the moment I plugged it in.

Shari of Albuquerque, NM June 10, 2006

I've called and even gone into the local verizon wireless dealer with the same issues. Ever since moving to this state in March 2005 I've had nothing but problems with dropped calls and lack of signal strength. I was originally told that I needed to switch phone numbers from an out of state number to a local cell number. Even after doing this I still run into the same problems. I've been told numerous times that I need to continually update my phone's roaming capabilities. That doesn't do the trick either.

All I have to do somedays is walk from my car into my house and I lose a call the signal strength disappears and wham. Other times I walk from my living room into my kitchen and the signal strength is gone and I lose the call. I am of course locked into a 2 year contract with Verizon which I feel is unfair due the problems I am continually having. I never experienced problems with my Verizon Service before moving. I even got a different phone because the previous phone I had was 2 years old and they no longer make that particular model.

Elizabeth of Marysville, WA June 7, 2006

I had a nationwide long distance plan set up on two cellphones. They assessed it to one without my knowledge. When I visited family in NY recently I used my cellphone only to have a GIANT bill. My husband paid the bill not knowing why it was so high.

I was lied to, it was underhanded and sneeky the way they bill. Then they told me they could not send me any back up documentation without court order. I was over chargede 300.00

Tessa of Los Angeles, CA May 9, 2006

According to their advertisements, I am entitled to a free phone valued at under 100 every two years, if I renew my contract. I was prepared to do this as the Motorola Razr is advertised for 79.99 on sale. 

When I checked out they wanted to charge me tax on a price of 419 for the phone!  I think they are misleading people by claiming they can get something for free when the tax came to 61.36.  I question whether the government actually would get that amount.

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