Verizon Wireless Reviews

I have changed my phone number, have had my Cloud removed from my phone, the tech assured me it would not be lost and now cannot be recovered. It has been three months with no resolution. I have a phone that does not work and a new phone they sent me to cover up their breach of privacy that cannot be activated due to their lack of knowledge of an issue. I have to repeatedly tell each different Verizon CSR I speak to. Customer service who disconnects calls on me, technical service who just closes my service tickets out and also tried the CHAT Live with the person on the other end just disconnecting the chat. I am looking into small claims court because with all of this I have paid my bill faithfully.

If I had better cell service where I live, I would drop centurylink like a hot potato, but there is a hill that makes any cell phone not work well. I could pay my Verizon bill through centurylink, and save some money, but I prefer to pay it through Verizon. I would go the other way, if it were an option. I feel a lot of loyalty to Verizon, as they have always helped with problems with the individual phones, running over on texts back in the day, and how to do things (like walking me through how to send pictures from phone to computer by bluetooth) that I had problems with. When I started getting an error message about how the phone charger was working, I was sent a new charger with the battery in it so you can charge when away from outlets! If they had local in my area that would work (I have a feeling that hill would still be in the way) I would try them in a heartbeat.

Timeline: Sometime late 2010. Purchased on contract a brand new Droid X, signed up for 2 year contract with phone's cost being included in the monthly bill. 2 years later: contract ends. I'm told if I upgrade my phone I'll have to change my plan, and will lose my unlimited data. I decide to keep my phone, and go month to month. Early 2014: my phone starts having problems charging the battery. I replace the battery. That doesn't help. I live with it for a while. Mid 2014: my phone will not hold a charge for more than an hour or two. I've had enough, and I call to ask for a replacement. You send me a discontinued, refurbished HTC Droid DNA.

Next 2-3 months: I fight the charging system to get all my files off my old phone. Charge overnight, unplug, connect to computer, have power for less than 15 minutes, repeat. Try and transfer files to memory card in phone, only get 15 minutes of power, recharge. September-October bill: $549.99 +~$50 in tax shows up for non returned hardware. November 2014: I mail back my old phone, using the mailing label and box you sent out with the replacement phone. November 2014: the replacement phone is already having battery problems, i.e. lasting less than 6 hours without any use. I ask for another replacement. $600 in charges STILL on my bill. Replacement doesn't show up. December 2015: I call about the charges, and am told they can't find the phone I sent back. CS says they will contact the warehouse to look for it. Still no replacement.

December-January bill: Another 549.99 +~$50 in tax shows up for non returned hardware. Apparently my roommate collected the replacement phone and never informed me! (Another discontinued, refurbished DNA). Didn't become aware of this until late January. December-February: Keep calling back about the charges for original phone, am told multiple times by CS the warehouse is looking for it, not to worry. March 21st: Phone service suspended. I'm behind due to missing nearly 2 weeks work to the flu from hell. My fault. March 26th: talk to CS and retention dept, make payment arrangements on past due bill for services, am told they are still looking for my old phone. Agree on activating the replacement's replacement by Saturday the 4th, and returning the first one. Phone reconnected.

April 2nd: Phone service suspended, again. Am told by a VERY rude CS agent that my Droid X was never received, it being heavily implied that I kept the phone and sold it on e-bay or some other way! Told that it is my responsibility to contact the USPS about the missing phone, even though I have no tracking information, and the CS agent does not have it either?!? I am also informed that it is against company policy to reconnect service with an outstanding past due bill over 130 days, and services will not be reconnected until I pay off the original ~$600 equipment charge and any outstanding bill for services, even with payment arrangements already setup, and the agent that reconnected my service on the 26th was wrong to do so.

So, I have been making payments for 5+ years, effectively paying for 2.5+ phones in the process, along with the monthly insurance. Admittedly I have been late with some payments. It happens when you live paycheck to paycheck and miss time due to illness and other things. I'm not THAT far behind on my monthly bills. You send me a discontinued, refurbished, defective phone as a replacement, accuse me of selling off my original phone, and expect me to pay FULL RETAIL price for the discontinued, refurbished, DEFECTIVE replacement!

I'll gladly give you my E-bay account information, and I'm sure Google has all my web history (I use chrome) if you want it. I did NOT keep the phone. It wasn't even worth anything as a paperweight! I understand charging me something for the phone, since something obviously happened to it in transit, whether it made it to you or not is moot. I'm not willing to pay full retail price for a replacement phone, especially since it's refurbished, and I have basically paid for it already with my monthly bill over the last 3+ years after my original contract ran out. The only thing keeping me from spending the money I am supposed to send for the first payment arrangement on a new prepaid phone is the fact that I will lose the phone # that I have had for over 5 years, the only point of contact I have for a LOT of people. I guess it's up to you, now.

Since March 15th I have spoken to at least 15-20 different call center reps in various parts of the country. Never any return calls or correspondence. I have been offered $299, $350, $177, and finally $1800.00 in credits for the bill. Each person I speak with tells me these credits aren't confirmed and the most I could receive is $350.00. I was never notified of these incurring charges even though I am the account holder. They refuse to give me a contact person and number. In addition to these conversations, I'm put on hold from 15-45 minutes (when I'm not working}. They lack accountability and responsibility and no trail of authority. Each call center person has their script with a few variations here and there.

My last conversation was a chat session that lasted 1 1/2 hours with a refusal to honor 2 confirmations of an $1188.00 credit and contact person and specific number. He ended our chat......... I believe because it was 11 pm. Initially, the first supervisor stated she would listen to my voice recording to verify my information and of course that never came to fruition. And it's been one frustrating day after another. I take a break every once in a while, but honestly, I haven't spoken to one honest and accountable person in their department. I wish I could switch plans.

The sales rep went on and on about how great the tablets were and that they were ABSOLUTELY free and the only thing we would be getting charged for every month would be the phones. Again, I declined. The Rep went on to INSIST that we get the tablets, "What could it hurt? They're free! You're not going to have to pay for them! Since it is the holidays and we have this promotion I will go ahead and waive the monthly fees for the tablets for the whole of your 2 year contract." After much back and forth, I finally broke and agreed to have the tablets sent out with our phones. That, as I would come to find out was a huge mistake out of many that began with Verizon.

In January, I received my first bill and couldn't believe my eyes! My first bill was $350. I called Verizon to find out it was just a statement and that the credits had not been applied yet but not to worry because there was no fee for activation. I did however notice that both the tablets had also shown up on my bill. When I received the "NEW" statement, the tablets once again showed up on the bill. I ONCE AGAIN called Verizon and spoke with a rep that was very vague as to why I would be getting these charges. He explained that he had never heard of this 2 year free tablet service and we would be getting charged for them. Upon his less than adequate explanation, I asked if I could return the tablets as I did not want them in the first place and if it were at all possible to talk to a supervisor as to where these fees and continuously wrong bill statements were coming from.

The rep informed me that we would be contacted by a supervisor within the next few hours. A few hours passed and no phone call. I called the next day, explained the WHOLE situation over again and once again received no phone call. At this point the grace period to return the tablets had ended and I was stuck with a product I didn't want and was being charged for though I was told I would not be. And still this whole time receiving no phone call from anyone.

I finally had to make my SEVENTH call to Verizon to figure out my statement when once again I was receiving charges I couldn't understand. I asked if it were possible to take the insurance and lessen the data on our phones as well as suspending the lines for the tablets because once again, we do not use them and did not need them. I was told the lines could be suspended for 3 months which would lower our bill. After this time I received my next bill which was over $200. At which point to say, I was utterly dissatisfied with Verizon is an understatement.

When we had finally had enough of playing "What's our bill going to be this month" I was told by a friend who works for T-mobile that they have a promotion going on that will buy us out of our contract and pay the shut off fee. In one LAST attempt to try to salvage some kind of understanding with Verizon, I called to ask why my bill was once again well above my budget. I talked to rep named ** or ** who continuously asked as to why we took the tablets if we didn't need them and why we didn't just return them if we didn't want them.

In the midst of giving an explanation, I paused for a brief moment and the rep began to speak at the same time I did. I finished up with "Well, I would just like to know why my bill is so high and why I am getting charged for my tablets" to which the rep responded "Well sir, I was going to explain that before you interrupted me!" Let me explain that this whole "relationship" with Verizon has been so frustrating to begin with that to hear someone speak to you in such a manner and also make you feel as if the false information given to you about a product is YOUR fault and not theirs is infuriating. Especially when the conversation had never been a "heated" one. I would never pay a company to do a service for me only to speak to me as if I am a child and completely incapable of processing basic information.

I might also say, around the time this was going on, my fiancee had gone to see her father who was diagnosed with a rare condition causing him to lose his eyesight at 59 and who lost his wife to lung cancer in March 2014. He is just learning to handle the bills his wife was in charge of. He told my fiancee that he had never had such a hard time putting an account into his name as he did with Verizon who had been with for years. He had told my her, he was growing continuously frustrated with the customer service reps he talked to, who were of no help in giving him a straight answer as to why he couldn't get the account put in his name. He didn't want to cancel, didn't want to get rid of any lines, he just wanted the bill in his name. He was told, in order to do that, he needed to come in with his wife's death certificate. He explained to them that he could not drive as he was disabled.

The rep he spoke to was incredibly rude and told him she couldn't believe he didn't have a fax machine, he could use to fax him the death certificate since he couldn't drive. Completely inappropriate! On Feb 15, he received a letter from Verizon saying that per his request there would be a line added to his account. Incredibly confused by this, he called Verizon to get an explanation since no such request had been made. The rep told him that because he had a family plan for 5 lines and one line was not being used any longer, the line would be a dead line and basically used to just keep him in his plan.

In March, he received his usual bill for $76 and another bill for $436. Turns out it was fraud. In his first attempt to remedy the situation, the mother of all rude reps got very "huffy" on the phone with him and said "Um, Sir if this is fraud I'm not even supposed to be speaking to you! I need you to put the account holder on the phone." to which my father in law responded, "I too would love to speak to my wife however she passed away last year and since I have been trying to have this account put in my name." her response was "Well, there is nothing I can do for you till you go to a store, bring her death certificate, and your fraudulent bill and give it to someone at the store." The situation was later defused, but once my fiancee heard the way the reps spoke to her father, she said she was disgusted we had Verizon as our cell phone company. Again, they could care less about their customers.

This company has been nothing but a headache. Your Customer service reps must be hired based on their lack of knowledge for the products they sell and the company they work for. The reason Verizon is the #1 cell phone company in the US is because they trick people into false promotions and charge these random ghost fees. I will be emailing the Better Business Bureau and Consumer Reports to warn against these false advertisements. I have gotten customer service from PREPAID cell phone companies. Will NEVER be recommending the company to anyone.

On March 24, 2015 I lost my phone. I called the Verizon's 800 number for customer service to make the claim; however, I was informed that I have never purchased the warranty. I was told that I had to pay $800 for a new phone because I did not have any warranty. I was advised to call eSecuritel (Warranty Company) to double check on the warranty. On March 24, 2015 I called eSecuritel to ask for my phone warranty. I was told again that I did not have any phone warranty that I have to purchase a new phone at regular price.

On March 25, 2015 I made the decision to purchase another phone with a different carrier because that was the only way not to pay for the whole price of the phone. I was even willing to pay the $350 early termination fee from Verizon (I had no choice). On April 1, 2015 I was able to find my original sales receipt and to my surprise, the Verizon's sales representative had made a mistake on my bill. She typed the wrong phone number for my warranty. That's why Verizon and eSecuritel were never able to find warranty under my phone number.

On April 1, 2015 I went to the store to make the complaint but I was in shock by the assistant manager response. He said I should have never called the Verizon 800 number because they don't know what is going on in the stores. I was yelled and treated as if I was stupid by calling the 800 number. He repeatedly said that I was wrong for calling the 800 number. He did not acknowledge the mistake made by **. Instead he became defensive and started an argument with me saying that he was done talking to me. He also said that ** just made a small mistake because probably she was busy. There were other sales representatives present in the store at that moment. They started laughing and making jokes about my complaint. The more the assistant manager yelled, the more they laugh.

I left the store so distressed and emotionally disturbed for what just had happened to me. I still cannot believe how unfairly and mistreated I was. This type of behavior from people who is supposed to be helping others should not be acceptable. I am a Veteran of war who survived the Iraqi Freedom Operation. I have proudly served the United States Army, I was never treated like this. Not even during war times.

When I called back, I spoke to a man named **, who seemed new and gave me hell about my upgrading early request. An hour later during our phone conversation, he eventually said we could upgrade early. However, when we went to the ordering screen, he said we cannot. I asked to speak to a manager, and also spoke to him for an hour. His name is ** . He was a very apathetic man (this is customer service, by the way) and finally by the end of the conversation, said I could upgrade my sister's phone- but not mine. To make a long story short, I spoke to a total of twelve people. And eventually found out I cannot upgrade early on either one of the devices. However, multiple people were saying I could, and it just needed manager approval. The managers denied my order of the phones a week later without my knowledge. This was all back in mid-March.

I finally just let it go. I called today to double check on a promo code I had, and the woman said I am not eligible to upgrade until July 2016! I was infuriated, and by this time, I was crying. My contract was extended when I ordered a refurbished phone from them in July 2014 because my current phone at the time was faulty. I did not know at the time that it would extend my contract, and they made absolutely no mention of it until today. It seems they make up stuff as they go, and they're completely amoral; and I have received zero compensation for all my trouble. Everything is on a "he said, she said" basis with them, and there's a new barrier on something each time I call. I can't even get the phone I would like discounted for all of this since because of all their errors my promo code has now expired today.

And they say we value you, and you're a member of the Verizon family. Utter rubbish. They're a mammoth company that couldn't care less about the consumer and their rights. Because of this, (and not like they care, at all) I'll be canceling my contract early, and going for prepaid. I'm a very patient person, but the only person I've spoken to that had any kind of empathy and understanding was **. It's a shame they'll continue with their corrupt nature all because so many people want the latest shiny thing. Verizon is capitalism in its ugliest form and make Bonnie and Clyde look like saints.

After posting on their facebook page about how unhappy I was for being lied to, they seemed like they were going to help, but there was a response from a different person about 24 hours apart and after the first few conversions they pretty much went over my bill again and said it was correct. The next response offered 10% off for a year if I sign a new contract. I also asked about going back to my old plan, they said that is not an option because the unlimited plan doesn't exist any more. This behavior is completely unethical and lacking in any kind of customer service. Now I'm stuck until I can get out of the remaining contract and leave these no good scam artists for another carrier.

When I received my bill on March 30th, there was a charge of $128.37 for equipment plus $20.90 less a $15 credit. I went to the Verizon store that I purchased the phone from and spoke to the salesman. He said the $128 was for the accessories ($119 plus tax). I again said I was told that these accessories were part of the package and he said, "No they were an additional charge." I said I wanted to return them since I really did not need all of them since I already had a vehicle charger and a portable charger and I was then told that my 14 day return policy had expired 2 days prior. He said they could not take them back and I had no recourse but to pay for them.

These types of shady sales tactics need to stop. Now to be fair, I did have to sign for receiving both the phone and the accessories but all that I was shown was the signature block on their tablet. At no time was I shown the actual "receipt showing the costs spelled out" or their return policy. I had to go to my account online to find the actual receipts for this equipment. I have been in sales for many years and if I treated my customers the way I was treated and did not disclose the actual costs I would be out of business. I would cancel Verizon and go with another carrier but unfortunately this phone is also my home phone and Verizon is the only carrier that I get cell service from at my home location. In the future I will be sure to ask to see everything before I sign anything - however buyer beware.

My son has his own plan with Verizon and no activity on the old number and they still want to bill me. I have called several times, put on hold and on the phone with them an hour at the time and still not resolved to my satisfaction. We get calls from them and try to return the call and cannot get a live person or get this - they don't recognize the number for the account. Can only locate our account by our social. Also right when we cancelled they wanted to give us a better deal to come back but could not get us that deal while we were customers, how wrong is that. We were told that we all make mistakes and they want to give us a little (I mean little) credit toward a $400.00 bill. I know what I said to them and I cancelled all lines. My word against theirs, such a shame that it comes to this.

There was nothing on the top or sides of the box indicating the 16G size. It was hidden on the bottom on a small sticker that I never saw until I started loading the data from my old one. I told them I would not pay the restocking fee since it was not my fault. The supervisor kept repeating himself (at least 20 times) and I finally told him no matter how many times he repeated his mantra, I simply was not going to pay the restocking fee.

I asked to speak to his manager 6 times and he refused. Only after I told him to tell me outright that he was refusing to let me speak to his manager did he say I could speak with the General Manager after he finished with a customer. I said I would happily wait although after over 30 minutes of this rude unprofessional treatment, I had become quite angry. I had suggested 20 minutes earlier to simply credit my monthly bill of over $180/month for the last 5 years for the restocking fee. He refused and said it was not possible at least 20 minutes. Instead of letting me speak to the General Manager, he went to speak with him and came back within 3 minutes with approval to credit my monthly bill for the restocking fee.

My wife and I have been going to this Verizon Store in Bridgewater for at least 10 year with great customer service and experiences every single time. Now I had Verizon for their bad service trying to get every last penny from their loyal customers. So much for customer appreciation. I've spoken highly to my relatives and friends for over 10 years getting many of them to use Verizon. No more. I will tell at least 100 people of this experience starting here.

They had me go to a corporate store which in my area is Verizon Wireless, Agora Parkway in Shertz, TX. The clerk there wouldn't even look at the notes that were supposed to detail the situation on my account. She told me she'd only print me a label but that I'd have to come back Monday so her manager could do it. Finally a phone rep gave me the address and credited me for shipping it myself at a UPS store. They received the phone back a month ago and sent me an email stating that and that there was $0 credit due for the return. Since then I've called another 10-15 times and only get smart mouth reps that leave me on hold for 30 minutes or until I hang up. A rep is supposedly working on it now for two weeks. She calls every few days and leaves a message saying she'll call me in a few more days. That stopped this week. She just stopped calling.

At this point they have the brand new iPhone 6 plus I paid for and my money. I think my best course of action is to ride me a few of their stores and blow the windows out until the news gets involved and then I'll call in an anonymous tip as to why it's happening. ** VERIZON WIRELESS. I thought Att was bad. Verizon is worse. Also they created a Verizon account with a number attached to that phone and have been charging me for two phones but then will credit it to $0 when I call in. Someone needs to do something drastic to FORCE them to change their ways. I'm that one!!!

I called several times to complain, finally I spoke with ** who reviewed everything, spoke to her supervisor and manager several times, then she came back on the line and told me that they approved a ONE MONTH credit to cover the increase in price plan and the reduction in data. I accepted on a condition that they honor a 1 GB data plan as well, to which they agreed. However, ** said they cannot apply credit to a bill that has a zero balance, and that I should call back on March 23 when a bill is generated in order for them to be able to apply the credit. I called then and spoke with **, who said that the bill has not generated yet, but she gave me a $20 credit (for being rude), as she put it.

I spoke with **, who transferred me to her supervisor, ** in Washington State call center. ** refused to give me her ID #, she didn't want to listen. She said she saw the notes stating that I will get a one month credit, but kept telling me that the customer service representative I spoke with earlier should not have approved such credit because, according to **, "sorry, we only honor the e-contract, but not any conversation we have with you on the phone, not even the texts we send you."

I think I disturbed whatever kind of party they were having. The customer service rep told me "just go to the mall to the apple place or something. You do know what a mall is, don't you? If you are too stupid to find the mall I cannot help you." I am very well educated with 30 college hours above my Masters degree. Needless to say, I was disgusted. The Verizon people were completely worthless. I went to Best Buy where they gave me an iPhone 6, case, charger & upgraded my Verizon hotspot for $699.

Original Review: March 26, 2015

For the 2nd month in a row I received a larger than expected bill, which is very hard to understand in the first place, from Verizon wireless. 2 months ago I was went into the store to get a software cd for the wireless device I purchased when I first joined Verizon, due to my computer needing a new hard drive. I needed to reinstall the software so that is why I needed the disc. I couldn't find the original I had in my possession. The store didn't have one, then they convinced me to upgrade to a jetpack device to upgrade my computer because the old device I had was obsolete. Got the jet pack and thought I would be billed for the part only, and wasn't told about an activation fee at the time.

I received a bill for over $200.00 in February, went back to store to cancel service because I wasn't expecting that much of an increase in my bill. The employee did take $35 off of that and I was told all my bills would go back to the original monthly charge of app $75 (for landline and wireless internet) unless I used more than 5 GB. Then today I get a bill for $132.44, so I was upset. Went to the store, told the person who greeted me that I wanted to cancel my service. I swore at him which I shouldn't have done, but he did get rude with telling me he wasnt having any swearing in his store and glared at me. Then I was told the extra money was for an activation fee which I was never told about. After I tried to explain this to him, but he just kept saying that l signed a 2 yr contract when I upgraded which I don't remember signing at all and there is a $175.00 termination fee if l want to cancel, and was told once again that next month my bill will go back to normal but I don't trust now.

I left store apologizing for my cussing, said understood that he couldn't have that in the store which I did agree and left. But l want out of Verizon and do feel I was manipulated and now being almost bullied to. I shouldn't have to pay those kind of bills or termination fees. Is there anyone who can help me with this?

You know, when the company culture and philosophy is alive and well, it shows, not only at the GM level, but the service reps as well. After all, they are a product of their environment. ** were efficient, polite, and thorough. Why are these guys not running stores yet? Do they have a path, a plan? Succession planning too often in large companies is overlooked at the VERY IMPORTANT STORE AND REGIONAL LEVEL. When you have a people developer, move him or her into a position in which they can have a greater impact on a larger number of people. The need is there. The company is doing many things right. Replicate this energy, catch the lightning in a bottle, and move forward with the intent and demeanor of ALWAYS promoting performance, not effort.

If this stores numbers are not really doing well, I would be quite surprised. After all, it’s always about who can do the best at replicating their success with people development, which of course the inevitable by product is profit. Keep America Strong. Promote ** . And thanks to everyone who gives it their all everyday! A satisfied customer with many friends and family.

In addition, I had called twice to see if Verizon could match or come close what Sprint was offering, wanting to stay with Verizon and my husband did so in Feb. as well, being that our contract was almost over. Verizon would not come down and attempt to match Sprint. Verizon stated they did all they could do for us. Surprised at the responses we received and the lack of desire to keep us as customers, we switched. Phone service is excellent! Business strategy to keep customers extremely poor. Customer service communications depends on who you talk to. Deceptive. I sent a copy of this letter to Verizon Correspondence Team. Was a satisfied customer turned into a disgruntled consumer.

Exactly two weeks after initiating the contract we contacted Verizon, and the agent on the phone told my wife that I would need to call and authorize a change in the contract, but that the contract would not change. I called that night to do this, but was told that all we were initially told was not true. We would have to pay off our Edge contract entirely and restart a new contract entirely in her name. So both the Costco rep who set us up (and boy were we set up), and the first phone rep, basically misled us. Whether intentional or not, the rep I talked to made no effort to rectify this situation. They could have given us the discount we were rightly owed, but he would not. He empathized with my situation and said the Costco rep would be talked to, but who's feeling the pain here?

We are now out several hundreds of dollars over the course of our contract thanks to this deception. I honestly feel Verizon tries to confuse you and get you to spend more money. Buyer beware! Obviously Verizon just cares about getting you locked up in your contract and beyond any trial period where there is no turning back. Unfortunately this is true for most other carriers as well. In addition, we thought we would get better coverage, because supposedly they were the best in the nation, but we still have calls dropped in the same locations we lost our AT&T calls with far inferior phones. The phones are impressive, but Verizon, not so much. Very disappointed and will be switching carriers when it is feasible.

A few weeks later I received a bill in the mail from you all. Wondering as to why since no services were received I called to clarify. The person I spoke with said I needed to return the Router/modem I received and that balance would go away so I did. A few weeks later I received another bill and then called again. The lady said to wait for the final bill maybe the router/modem was not yet received, so I did. Now we're in March 22, 2015, a couple days apart from each other I received a bill from you all and another letter that said your third party North Shore Agency was going to put this on my credit report.

Not only am I disgusted with Verizon's way of doing business but also I will recommend to everyone I know and more never to use your services under any circumstances. I will pay this bill not because you're wrong but because I'm right and large corporations such as Verizon is not worth another moment in my life.

Never heard from the department and had to call all over again, within half an hour I was finally transferred to the same tech support department. This time the technician actually tried to be helpful but had very poor notes from the previous day, evidently the first "technician" really didn't write anything. I spent a total of 5 hours on the phone that day with this so called technical support. None of the 3 technicians I was transferred to were able to resolve my issue. So another ticket was written, and here I was waiting another 24 hours for a phone call that never came.

When I followed up again, after the usual prompts, disconnected calls, I finally got a live person, who transferred me to the tech support but this time I had her call them and stay with me on the phone as the phone calls kept on dropping. Finally she got a "tech" on the line and there we went again, trying endlessly resetting my password, conferencing in my husband as we had transferred the line into his name which knocked me completely out. After 3 hours on the phone, we were transferred to general customer service where someone finally found a way of resetting my password and getting me into my account, however my mailbox was completely empty..... so here we went again back to the "tech" support.

They weren't able to resolve my issue and informed me that because my husband had taken over the account without indicating my email needed to stay there, my account had been disabled and I could not get back into my emails. This was announced to me by a supervisor who talked to me like I was a complete idiot and couldn't care less about the consequences of what was happening - I had lost hundreds of very important emails, and my 15 year old email identity was gone...

She just kept on repeating herself like a robot. This was after 8 hours spent on the phone with all these so called "customer service professionals". The latest news is that the same is happening to my husband and can't get resolution even though HE IS THE ACCOUNT HOLDER so technically nothing should have happened to his information.

I know this is a long story, but I just had to share it as I had asked to file a complaint about the 15+ hours wasted of my life with the most annoying system and incompetent staff. When I asked this woman to whom or where I could write about this disaster she simply replied "I will be happy to note the way you feel about this". In disbelief I asked again where to file a formal complaint and she just kept on repeating the same thing.

MY TIME WAS WASTED, I WAS TREATED LIKE NOTHING, MY ISSUE WAS COMPLETELY DISREGARDED - I WILL NO LONGER BE A VERIZON CUSTOMER. Be aware if you are contemplating Verizon - their entire focus shifted to sell you things, you have to literally push them and do your own research on how to cut cost on your ever growing bill and when issues arise it is an absolute nightmare.

Then when you actually try to do it, they say "no, unlimited data doesn't exist and you WILL lose it at one point so we will have to change your whole plan." I argue it does because I still have it, and if it does happen to get messed up, I will just call and get it fixed. She sums up that she needs to note that I understand I've given up my unlimited data, so I reiterate to her that I have not given it up and will call as soon as it changes to have it fixed like I was promised in the first place. Again she sums up whoever told me that previously was wrong and her note will reflect I understand and accept it the lose of my data plan.

Even as I stand there listening to my "customer service" rep tell me I will "lose my data and whoever told me otherwise is wrong" I hear the customer next to me get told the exact same thing I was just told by another "customer service" rep: "you can pay full price for a new phone and it won't affect it", said the rep to the poor unfortunate soul starting the process I'm currently in. When I confronted my rep she gave the other lady a look that said, "why did you say that so loud?! I just tricked her into giving up her unlimited data!!"

So I yet again I sum up my understanding as Verizon's policy is to push people out of their grandfathered in unlimited data plan by tricking them into paying full price for a new phone then adding a note claiming we accept having no data plan to our account, so we can pay yet more outrageous prices for a service that has done nothing but decrease. She will neither confirm or deny, trying to save her own hide, she simply tells me again that she will note I have agreed to losing my unlimited data plan. So I told her to forget it and left the store.

I can no longer get reception where I used to in 2008. No I don't have the same phone, and yes I use the number to reposition between cell towers. Why should I pay almost $300 for TWO lines when I can't get any false charges taken care of, I get told that we are liars and have never set up arrangements when I know we did.

I've been repeatedly told one thing by "customer service department" then I ask to speak with technical support who are the only people who have actually helped me resolve any issue in the past two/three years. I will never recommend Verizon. I will be sure to share my experiences with each individual, meet, helping them to see the schemes they are trying to pull on their paying customers. Paying customers who pay OUTRAGEOUS bills for what is suppose to be "superior service!!!"

Her story was, the manager I had spoken to in January when I had called to add a line, had said that my phone had been disconnected without my knowledge at the time, had written a waiver of reconnecting fees of 45.00 and that was all she (**) "could do for me". When I had added the line, I was told that my bill will be 187.00 plus tax which would bring it to less than 200.00. After not getting a full explanation from **, I asked to speak with a manager because every time there was a problem of them over billing me. ** put me on a 20 minutes hold then ** , said she was the manager came on the phone. By that time I was in tears.

After being told by ** that the reason my bill was so high was because I paid my bill on the 10th which was too early because my billing cycle was starting on the 22nd of the month. It was confusing to me but by then I was so overwhelmed with their differences in reasons, I decided to go along with her explanation but when she said to me that she did not see any note from the previous supervisor on 01/30/2015. She totally refused to deduct the money of 45.00 dollars, she wanted me to agree on taking off only 15.00 dollars, I refused and she decided to take off another 15.00 dollars.

I was adamantly declining to her ideas and manipulation when I sensed the anger in her voice by that time which was approximately four hours of still not understanding the reason for my bill being over 100.00 dollars higher than its supposed to be, my anxiety attack had returned. I raised my voice because Miss ** was using an angry tone with me. She then said that she had other customers to attend to. Even though I begged her to stay on the line with me until this was resolved, she implied that she was waiting for ** to reply to her because ** was "some place else". She then told me to hold on and I heard a recording saying that the extension I was calling is no longer available, I was rudely disconnected.

I called back the same number ** had called me from, I forgot to mention that I was disconnected from her when I had thorny explained my problem to her when she had came on the line to speak to me. When I dialed that number, **, the woman from 03/10/2015, answered. When I started to relate my problem to her she heard that part, when I reminded her that her and I had spoken previously, she clearly started speaking short sentences saying that the call was distorted and I should give her another number to call from. I gave her my home number and even though she admitted hearing area code 570 she went back to saying 575 571 and sounded as if she was making it out to be a joke.

I then asked my relative ** who was sitting right besides me to give her the number, it took us about 10 minutes to finally get ** to write down the phone number. ** called me on my home phone and I had to explain the whole problem to her again. ** then put me on hold for another 10 minutes and came back to tell me that her supervisor told her exactly what ** had said to me earlier. Our conversation ended with yet no explanation of my bill but she gave me her identification number **. I am here still hoping they will call with a solution to my problem. I feel like I am being robbed here, please help me.

Well 3 months past, it’s March, and I have an equipment return charge for $347. I spoke w/ CS, even a Supervisor. They didn't care how long I been w/ the company or care about the situation. They also seen the charge for $75, and wouldn't return any money. They expect me to pay the $347 too. The value of a customer here is beyond poor. Not to mention, I have 3 lines and pay $240 a month. I also asked to speak w/ the supervisor manager, she stated the call stops here, and hung up after several attempts of me trying to speak w/ her manager.

The story is far more complex, but this generally covers it. Verizon falls well below the "big three" cell carriers in every category except cell service. I've already turned a few people away from Verizon. My goal is 1000 more by the end of 2015.

So I said, “Let’s do it.” Well during the process my old service shut down and this is now March 17 and I still don't have my number. So when any clients or potential clients call my number it says this number has been disconnected or changed. I have been on the phone with Verizon every day since and they just give me a runaround. I fear I could have lost thousands of dollars while not having my number and new customers will not call back after getting the message that my phone has been disconnected.

Short story long, I am telling you that after many months of pulling my hair out over the bill, which keeps climbing, I am wishing I had gone to Sprint's $60 unlimited plan or T-Mobile. Because I've never paid for my work plan, I thought it was a good idea to go to Verizon. They are stingy with the data and you will constantly be paying overage charges until you hit your stride and in the end, you will not save money over your other carrier. I also want to warn against Verizon *authorized retail agents* as they are not the same as Verizon employees and I do not believe they can get you as good of a deal. As soon as it is possible, I will be switching my plans to Sprint or T-mobile.

Next bill, same charges on bill. Called again and they gave me a case number and told me they would call me back by the next day. Waited two days. No call. Called them today and they took my case number and told me someone would call me today. The agent said she would call me back. We'll see. Meanwhile I am being charged 80 plus dollars too much on the bill.

Again, I placed a call to Verizon and spoke with multiple people who reported that there was no record of a credit that had been issued. I asked to speak with a supervisor and was transferred to ** (3/17/2015). He stated that they (Verizon) could not credit me for the $150.49, but he had ways to reduce my bill by $65 per month. I told him I would appreciate knowing how I could reduce my bill per month, and was concerned that no one provided me that information previously, but that I wanted what was promised by **, which was to remove the $150.49 charge. Again, he stated that Verizon could not remove that charge. Verizon has acted in an illegal fashion and should be held accountable for its actions.

Verizon sent a text stating that they received the phone on December 26. I received a text stating if I not return the phone, I'd be charged full price for the item. I called Verizon, spoke with the CS department. At that time I was assured I would not be billed for the phone; 2 days later another text, another call to Verizon again being told I wouldn't be billed for the lost phone. I was billed for the phone full price plus taxes and late charges for a past due amount. In 20 plus yrs. I've never missed or been late on a bill, now I'm past due for charges that should not be on my account. I spent all of January February and now March calling 3 times a week, spending hours - and I do mean hours - every call has been a minimum of 2 hours 48 minutes. I've been on the phone over 100 hours trying to resolve this matter and being told the charges will be removed in 3 days, 8 days, 10 days - every time a different day.

Finally I email the regional management for my area. I did get a response back saying they apologize for the.problems and would like for me to call so we could get this resolved. I called, got answering machine, left message with phone number never got a return call. So I emailed, never got a response so I called again; left another message, nothing; left another email, still nothing. This is how Verizon deals with customers. I have spent working hours costing me thousands of dollars worth of my time trying to resolve this matter and Verizon can care less - they only want me to go away and not cause trouble. I'm writing this in hopes that Verizon will take notice if the matter can't be resolved within 10 business days, I'm filing a small claims action for the cost of the phone taxes late charges and loss of wages.

I have checked my account and the only notification of any changes was for an eligible company affiliation discount through my current employer. I also called the main number and was told a manager would call me back... that was over two hours ago!! Unfortunate that they would choose to lose my business, as well as a second line I have with them, versus allowing me to obtain my eligible upgrade and lock into another two year contract. Sad that they do not value loyal customers!

Why should an internal system problem in Verizon Tier 2 Tech department turn into a 3-month long service issue for me? I think maybe Verizon got bad phones from Galaxy and pawned them off on customers. Someone needs to investigate the business relationship between these two companies. Something is fishy that I can't get a simple phone replacement equipment under warranty. I have the answer - They need to send me a new phone today or I am switching to another company. I think three months of waiting for a resolve a very simple problem is ridiculous.

So, I sign, get the tablet in the mail. I can't get any service because they sent me a faulty SIM card, go to Verizon and I get another faulty SIM card. I am on the phone with Verizon agents for three days and finally I get a guy who can send me a new SIM card. In all, it took two weeks to get it connected to the internet and by the way, you cannot play videos on it through Amazon Prime, very unlike than Ipad/kindle/other tablets.

So, I call Verizon to return it. They tell me now it is a $70 restocking fee and that because it has been two weeks, I can no longer print out a shipping label on-line. So, I go to a Verizon store, I call three more Verizon agents and I finally talk to one who said she will mail me a new label and she was nice enough to extend the return date out for me because it took so long to get the tablet working.

I get the shipping label in the mail and send back the tablet through USPS. My next bill from Verizon, I am still getting charged for the tablet. Called them back. They say they never received the tablet and it's not their fault, but they cannot issue the return and invalidate the contract because they can't find the tablet in their warehouse nor can they find the tracking number. So, I tell them I am leaving Verizon and to cancel the tablet service.

Verizon didn't get any reception in my work building (not even texts). So, I left Verizon and switched carriers, but of course, two months later, I am still getting billed for one of the lines and the tablet. I called them again and they are telling me that I now owe $170 for cancelling the tablet contract that I don't have and used for maybe one hour. It is likely sitting in their warehouse somewhere and if they ever do find it, I doubt I will get that money back once they find it either. So buyer beware, and always write down the tracking numbers. I switched to T-Mobile and get crystal clear service in my building and I get better service for less money.

The next day, our lines were suspended because of the charge for the phone that we returned even though they admitted to having it and it was a problem on their end. We left Verizon and are trying to return the latest edge phones we have from them. We feel that the contract was breached on their end because we were suspended even though we did and paid everything they asked.

When I am paying $170.00 a month and then be told by your employees that the problem with the phones is not Verizon, it is Samsung (but yet I bought the phone from Verizon, signed a contract with Verizon) and be told that the customers will have to wait until Samsung releases an update to fix the bug on the 5.0 lollipop update (No ET when they will release a fix for the problems), and that customers will have to deal with it and Verizon cannot do anything about it even though the phone features are not working property, but yet make no offer to credit a bill, just stating they are sorry but that's the way it is. So now I sit with a phone that not working property... 100 of hours on the phone with Verizon for problems and If I switch from Samsung to maybe Apple, I still need to pay $400.00. What a joke.

What amazes me is 1/2 your customer svc will not make notes on accounts for what the call was about, so each time they transfer you to someone else, you have to start explaining all over again... and when you say please read the notes their remark is I am sorry they did not put notes. You pay for a new phone upfront when it breaks you get a refurbish in its replace, headache after headache and their response is that's the way it is you in a CONTRACT....

I was also shocked when I received my bill, I found out this "free" service came with a $30 a month charge. I called them again and said I was never told this. I was told it would be free. They wouldn't let me out of the contract. They wouldn't let me speak to any of the upper management people. I asked them to listen to the recorded phone conversation. I never got a response from them. I was still charged the full price for ending the contract. I was told I had two weeks to cancel and I told them I called 3 times during that time and it wasn't an option offered to me nor would they let me out of it. I asked them to go back and listen to the recorded message of when I first signed up and they didn't do it.

I am now being charged $60 a month for GB data. It went up. We have had one contract end and we are with another company with one of the phones. We are done with Verizon when all our contracts end. I feel the representative I worked with lied to me and I was deceived.

Finally after many calls, I was told that there is not enough towers in my area for the calls. I have been calling for a year because periodically, the problems occurs. I need the phone, as I have many family members who are not well out of state - only phone I have. I thought the phone which was put on my account for a year would be paid for, so I could cancel Verizon, been with them for 20 years. Now I am told that it was a 20-month contract and that I would have to pay over 300 dollars to cancel service.

Another alternative is that I buy an extender for 200 dollars. I do not know if that would work, do not trust them as they told me the new phone would take care of the problem when I bought it. Why would I throw more money away when there is no guarantee an extender would work? I pay over one hundred dollars a month. Also they put insurance on my contract for lost or broken phone, I did not know I had this. Really, what good is insurance when my phone does not work due to not enough towers in my area?

I pay bill on time, but this is the poorest service and I feel like I have been taken to cleaners. I asked for the CEO's secretary or address to complain, but they said not possible. The buck stops here as in their customer/technical service basically. I am a senior widowed and have to really watch my money. They cannot improve my service and sold me a phone I did not need. So disappointed and felt when I called many times, they do not care and they just want more money.

The second acknowledgement came over the same way and I verified that this did not reflect what my bill would be and she confirmed that the bill would be discounted. These calls are recorded so we made absolutely sure she said the phones where Free and the bill would be less. Next day we get a call from Verizon and they just want to go over the new plan charges, Danger Will Robinson!! My wife immediately put a stop to the rundown and said there are no new charges, we get FREE phones and the bill would be less.

Well that was not exactly what was going to happen. She was trying to get us to OK changes that we had not agreed to and were told would not happen. My wife told her to go back and listen to the tape and it will be very clear that we questioned every aspect of the agreement and that the acknowledgement was showing incorrectly and that the only thing we agreed to were new phones and a lower bill. After listening to the tapes she informed us that the rep had made a mistake in her presentation and she set everything back to the way it was. I feel like this is a scam the two lines in question were off contract and at a discounted rate so I feel they were trying to get them back up to full price under the veil of a loyalty program. What a way to treat loyal customers, hate to be their enemy.

This month only 2 G, they charged me over which once again I pay for this to not happen and our wireless shut down for over a week due to being at the max data but yet they have my wireless having 2G over!! I am through with this company! I have spent thousands because when we switched they told me 10G would be enough for our wireless with three kids and school work. Yep... over every month and kept going up on data. As soon as I can I am leaving Verizon and NEVER going back and now I feel I should have looked at every bill deeply because who knows how long they have been overcharging me!!

So the next day my services are suspended and immediately I call 611 and explain to them what was going on. They reconnected the lines and assured me there would not be any charge for reconnection since the charge for past due wasn't my fault. Well three days ago I received my bill ready to view email text message and it was $2225.78 I almost fainted!!! I couldn't believe this!!! Well Verizon decided to charge me for the other 3 edge up balances as well 300 each phone and 140 for reconnection fees and sales tax of 50 dollars for each phone that was purchased back in December which I had already paid.

So I've been calling every day and I keep getting different stories. One rep said "oh it's a known issue that will be credited back to the account after 3 billing cycles." That's bs because when I called back someone else told me something else that they had to create some sort of ticket number. I have a $2225.78 dollar bill because of an error mistake that Verizon wireless billing created and now I might even go into collections because of this and because it can't be resolved by any supervisor.

This company is a joke. I can't believe I used to work for them and how proud I was of their services. It's sad to say that I am disgusted by how I've been treated over this whole situation. I will take this to small claims court since no one is willing to resolve this and I will show proof of every single receipt that I received. Please no one edge up. Worst mistake ever. I was never behind on payments or anything before this happened!!! I will spread the word world wide so that other people don't fall for this mess of edge up nonsense!!!

This time I got **. He advised he could see my info. I qualify for edge and I had to pay $160 to get started. He put me on the 2G plan, insurance, keep my number, and phone cost per month. With my discounts he advised my bill would be $77.49 per month. I said ok. At time of payment, he advised he made a mistake, that I have to pay 40% down, which is $280. With taxes he said my total was $323.50. This caused me to have to split the payments between two credit cards. One card is a Rewards card and ** advised he was getting a zip code error. I then drove to the bank, deposited cash and ** called me back and got the new information.

He then called later and advised the card was still not going through. I called the bank and they advised I need to take the card in to the merchant. He said I could take my order number into a Verizon store and pay there with no problems. The information is in the system and my telephone number would be transferred to my new line. This was after 4 hours of going back and forth.

I then went to the Verizon store in German Village on S. High Street and got **. I gave ** my printouts for my discount, my order number and location code. ** tried several times to process but kept getting port pending. He called Verizon several times and was eventually told by a rep named ** that I had to wait seven days before they could clear out the original order and port my phone over. This was after 3 hours in the Verizon store. I left without a phone. On March 6, 2015 I called Verizon and got a rep named **. I told ** the entire situation and she called CORE who advised there were five pending orders for me, they cleared it all out and I could go into a store and get my phone. ** advised if I had any issues at the store, to have the rep call her at **.

I went back to the German Village store. Got ** again. Advised him of what ** said and he attempted to set me up with an account. He kept getting port pending. He reached out to **, who told him to call CORE because they ASSURED her this was cleared out. He reached technical support who was unable to assist and advised they don't know why this is happening. I called Verizon from the store, got **, who asked FIVE times for a supervisor, but she refused and assisted she could help us. I gave ** the phone to work with **. After 45 minutes of getting NO where with **, ** gave me the phone. ** advised that she was sorry, but they couldn't fix this. I asked her "So, you are just going to let me, a new customer who has a staff waiting on feedback about her experience with Verizon, has been here TWO days, told several different things, and just wasted 13 hours of my time walk out without a phone?"

She said, "Unfortunately, yes". I advised this was unsatisfactory and asked FOUR MORE TIMES for a manager. She placed me on hold. While holding for a manager, ** and his co-worker, **, were attempting to figure it out. ** then states that I only have $280 in available credit and need to pay $520 for the phone. I told him that's a mistake because I was quoted I need to pay $160 the first time, then $280, and now you are telling me $520??? He said if I did that and a two year contract, I could walk out with a phone, but I no longer get my $100 bill credit and I have to get a new phone number. ARE YOU KIDDING ME??? THAT'S THE RESOLUTION TO THIS SITUATION???

I am VERY, VERY disappointed in Verizon. This situation literally made me sick to my stomach. I spent 4 hours on the phone on Thursday, 3 hours in the store on Thursday, and then 2 hours on the phone and another 3 hours in the store on Friday and I STILL DON'T HAVE A PHONE OR SERVICES AND YOU WANT MORE MONEY???

** gets on the phone and ** explains everything to her, advises the numbers don't add up. She tells him I have $280 credit limit. He explains that is my deposit amount so something must be wrong. She tells him that its correct. I asked ** for the phone. ** was so RUDE, WOULD NOT LISTEN and advised NO MATTER WHAT WE SAID, that I have a $280 credit limit. I was told I have a $280 DEPOSIT!!! I have NEVER been treated this way when requesting NEW services from a company. This is completely unacceptable!!! Verizon should GIVE me a NOTE 4 after this and a years discount on services!!! Oh, by the way, I STILL don't have a phone or services with Verizon!!!

Even **, the rep at the German Village store, advised he has NEVER seen a situation like this. ** was VERY kind, patient and even though he was frustrated, he remained a professional. If it weren't for him and **, I would have probably had a nervous breakdown from the way I as being treated, lied to, talked to and taken advantage of. I plan to contact several consumer groups and Verizon directly regarding this situation. This is completely unacceptable. So I call 3/9/15 get **. Swore he's going to help me. Another 2 1/2 hours. Says he will call back. NO CALL BACK! NOW today.... Verizon has me in FRAUD because THEY have created over 15 credit applications for me!!!

I told her I was going to check out a few other companies but she said she would place the information regarding the plan in the "notes" of my account so if I called back it was obvious what plan we discussed. After deciding to sign up for Verizon, I called the same assessment of liability line on Monday 3/2/15 at 12:24 pm. The woman I spoke to confirmed a second time that my line was released to me and there was a plan for $60 that included 2 gb of data and unlimited talk/text but she could not sign me up after finding out I didn't have my driver's license number on me.

So I called back a 3rd time - Tuesday 3/3/15 at 12:24 pm - and this woman told me I didn't even need my driver's license number (although I did have it just in case) and she could sign me up for this plan. She reviewed the terms with me - $60 for 2 gb of data and unlimited talk/text - as the other 2 customer service representatives discussed. She also told me the contract terms would not change so it would be up in November 2015.

I signed up for the plan but when I confirmed it, the contract stated I would receive only 1 gb of service and the contract did not expire until March of 2016! I called back on 3/3/15 at 5:37 pm and spoke to a man named **. During the 37 minutes on the phone with this man, I still could not get any of my questioned answered. He also would not give me the customer service ID number of the other individuals that I spoke to. He put me on an over 5 minute hold to find an address of someone I could submit a complaint to, then when we got disconnected, left a voice mail telling me just to use Verizon.com to submit the complaint.

I am so frustrated that 3 different employees told me there was a $60 plan available with 2 gb of data and this is not what I received. I am also frustrated that I was told this contract would expire earlier than it actually is. On top of it, today I saw that my credit score was affected by them pulling my credit report to sign me up for the account - 2 different employees (the first and third I spoke to) said the credit report wouldn't see their inquiry and it wouldn't change my credit score. Either these employees are complete morons or they are running a scam!!

Contacted Verizon over 10 times and always had a rep tell us all something different which says they ARE ALL LIARS AT VERIZON... Not pleased. Very angry customer. Will be posting this as a review. The service with Verizon is not as they try to portray. Their service sucks and so does their Customer Service. NEVER WILL WE OR ANY OF OUR colleagues USE VERIZON!!! Due to the fact that we had loss of business and Verizon neglected to correct any of our issues with what we were experiencing and had going on due to their poor service. WE WILL CANCEL WITH THEM AND TAKE OUR BUSINESS ELSEWHERE.

The phone was found to be defective before even one payment was made on it. So, now we are stuck paying over $500 for a used phone. Verizon also refused to adjust the price of the phone because apparently their phones are only guaranteed for 14 days. Even though the problem was brought to their attention within 14 days, they did not fix it and somehow that is our fault and we are stuck with the bill. We have been Verizon customers for many years, but now plan to cancel all our services with them (after we pay for this overpriced, defective phone).

I kept calling Verizon again and again to explain that I was willing to pay what my monthly average which was around $210 a month. I know I had to pay 2 early termination fee's =$ 110 each which amounts to $220, plus my average $210 a month which still too far from $616. I contacted Verizon again but customer support did not even want to help me. In February I received the same amount of $616, I called them again - no help at all and I paid $216 that I could at that time. Yesterday I get another bill - now it's $1152.79? What's going? I called them today, and they transferred me to some collection agency? I did not receive any notification or any resolution from Verizon and they just doubling their statement from last month by giving to a collection agency? I have been a loyal customer for over 11 years and this is how you treat customers?

I went in two days later to cancel the new line and deactivate the phone and they demanded a $50 restock fee for the phone, which I later found out was not only supposed to be a $35 fee, but would have actually been free within the first 3 days of purchase. The manager of the store refused to cancel my phone lines and told me that I was making a "stupid decision" and was being "rude after everything they did for me".

It's still within the 14 days and I am still trying to cancel the new line of service. They now want $40 per phone that is being deactivated (after going from $50 to $35 to now $40 and now a fee for both phones), and are demanding the contract that they had never bothered printing out for me. The representatives for Verizon have been nothing but rude and do not care about their customers, only their money. I have been with Verizon for almost 10 years and have never been happier to leave if this is how they treat the customers that they have had for so long.

My daughter spoke to a rep last night and he was wonderful. He was very sympathetic to all my daughter had been put through and he had checked into her account to try to sort out what had happened. After listening to her account of what had transpired, he told her that he was going to wipe her account clean and clear all of the remaining charges that were still there. My daughter was so relieved that she cried and thanked him for finally resolving an issue that had been ongoing since last December.

Though this still does not solve the growing problem of the horrid state of Verizon's customer service, it does help to make the point that if you feel you have been treated badly, don't give up..... There are actually people who are willing to help if you persist.

Original Review: March 7, 2015

My daughter went online and obtained what she believed was a free phone for a 2 year contract renewal. Issues with the phone and a call to Verizon resulted in sending the phone back for a replacement. She received an upgraded phone, rather than the one that she had so she called, in panic, but was told she would not have to pay for it since they did not have the phone that she originally had in stock.

This was in December...they added the charge for the upgraded phone to her bill and she has been trying to resolve it ever since. Every customer service rep since Dec. has told her not to worry, this was not her debt and it would get resolved, that there was an issue with the warehouse and credit being applied back on the phone that she returned. It is now March....she has paid every dime, each month, that the service reps have told her to pay and left the amount that they told her NOT to pay while awaiting the credit they said would come. They assured her that they had noted this in her account so anyone else would see what the issue is.

My grandson is autistic and has medical issues that require connection to doctors and disabilities that require my daughter to be able to stay in close contact with his school. Her phone is a lifeline for my grandson's ability to function, so it is vital. Yesterday they shut off her phone (something they assured her would not happen). She called and they turned it back on for 5 days, since there was not shut off notice given to her. She, once again, called Verizon and spoke to a supervisor who told her she owes $150.00. My daughter asked to speak to a higher level supervisor and by the time she was done was told she owes $275.00.

My husband has kidney disease and issues related to two previous cancer surgeries, but we will have to pull money from our medical savings to pay this bill, even though we are struggling ourselves with bills and rising medical costs. The phone is absolutely essential to my grandson's well-being, so we have no choice.

The supervisor told my daughter (I was there) that she should be grateful to have the upgraded phone and should not "expect to get something for nothing". She also stated that NO NOTES were ever put on **'s account and intimated that she was lying and that there has never been any "warehouse issue" - meaning every person my daughter spoke to would have had to be lying to her. Then my daughter began to cry and told her that when her contract was up she would never deal with Verizon again and that she would tell her story to others, as well, the supervisor told her that she would make sure that ** NEVER got another credit on her account and that her lack of gratitude for a $150.00 credit that she was going to apply (leaving her still with a $275 bill to pay) was a "slap in the face" to her.

(Do they record supervisor/customer calls? I bet they do not, because she would never have said the things she said to my daughter if they do.) We are all stunned. I tried to email regional manager, but their online email does not work, so I found the CEO email address and emailed him. I do not expect anyone to care. I have put an inquiry in with the Utilities Commission as well to see if they think this can be handled through them. I don't expect anyone to actually care, sadly.

Then we wanna cancel 1 line. You don’t know how hard to reach them to have that line cancelled. I had to ask my cousin to do that while we don’t live in the same house and we gotta do our jobs so it’s really complicated cause I don’t have the permission to talk to them to solve my own problem. Stupid, then I told my cousin to give me the permission, he did, but still, they said I’m not on the file. The next day I called them. Wtf, then he called them again with me right next to him they said yeah give them couple mins to get it done. We waited an hour and the line turned off itself. We actually thought it’s done. Until today the bill raised from $242 to $436, I think it’s the surcharge for the s5 but still call them.

They said I’m not the account holder, even though I tried to be nice, to explain things that we did, that we are the customer, my cousin doesn't even use verizon. He uses t-mobile, that he’s working and living far away from us, that we are the people who pay the bills every month, but still, I’m not on file, lol, I laughed myself so hard why the heck did I choose verizon to be my phone provider. I should have read these reviews before I came to verizon, so frustrated. People please stay away, they are sweet at first until you wanna do something.

I truly didn't understand how gigs worked... however I talk to a sale rep because whoever took my tablet turns out burn up my data in like two weeks. I asked to turn off my tablet. Turn out it would cost 45 bucks and I was told I still had to pay the 20 or so bucks for its insurance because it was part of the contract... Grrr... In the meanwhile someone had the great idea to up my data amount.

All of a sudden 10 gigs flew by... I tried leaving my phone at home where I have wifi... Nothing I done helped... Anyways it's been about 5 months. Never once has my bill be consistent or below 195 bucks... somehow a mini bill has been generated pushing my bill to over 332 bucks in one month. Now sits at 281 dollars. I've been lied to and told it was my fault I went over my data limited with no real help. Being with Verizon has been my biggest mistake since my first marriage. I strongly recommend you not sign up with this company. It's a racket. This coming from a retired person of a fitted income... Thanks.

Asked Customer Service if I can return everything, we were 100% suckered? No. Have to pay fees for breaking the contract I was tricked into. Here's a question, what was my upgrade for? I'm paying full price for phone. Down a upgrade. Again Customer Service: too bad so sad. So to sum it up apparently Verizon has nothing to do with a Verizon Wireless neighborhood store. That's what I was told anyway. I am still waiting call from the salesman to explain to me why I would agree to any of this. Advise me where my silly 20.00 dollar credit a month is. Absolutely criminal. I am a disgusted Verizon long time customer. Not for long!

I then called customer service. The rep helping me was speaking with his supervisor. She advised him to offer me a Samsung Galaxy S5. I declined this phone because I don't want a smaller phone which is why I have the Note 3. I was then quoted several prices for other phones. Considering that I feel like I have not gotten my money's worth from my Note 3, I don't feel it's fair that I should have to be out more money to get another phone. I was told I could get a Note 4 for $299. That's not a good deal to me. I've been passed around from rep to rep. I've been sent all over the place. Each rep does the same exact troubleshooting as the previous rep. I'm starting to think that Verizon just wants me to cancel my service and go with another carrier. I don't feel valued at all. What are my options now?

Yes they may have a little bit better service but they're just as crooked as any other carrier if not worse. If your looking for a carrier Verizon is no better than the other carriers. I am an existing customer and they never resolved my issues but my monthly bill keeps going up. And every time I call I get the same bull from each rep passing me along, putting me on hold, and never resolving the issue. The FCC really need to investigate these companies and these complaints because millions of loyal customers are getting ripped off daily. Today I'm still being told to "hold on let me speak to my supervisor" and my account it has not been credited by the over charges and the ETF they promised me. Oh yes I do have copies of the emails where I was promised an early ETF of 170.00 which I still have not received and a 35.00 dollar credit from another rep I never received.

When I called on 2/15 again, same story. There is no record showing any of these being logged anywhere and they insisted original price of $245. I brought up the name ** and **. They said there are too many call centers so no way to find out. There is a *serious* management and ethic issue with this company. First they can say and offer anything they want without needing to honor it. Second, they have no record (or afraid to admit they do) showing the activity logs. Third, every time after a conversation I asked for a confirmation or ticket number, I was told there isn't one. I have been assured that I will receive a text message or an email for tracking which 4 out of my 7 calls were not true. Verizon Customer Service management team - you guys really need to fix this organization!

Today 3/3/15 me & wife went to store to discuss return/exchange, we looked at a swap of another item worth about $85.00 in exchange for the JBL Pulse worth $169.00. I asked if they could credit my account for the difference & ** said no. I asked to speak with Mgr, again he is out sick, which I feel it appears he has never been in any time I asked to see him. We both left the store upset with Verizon.

I called to cancel and that's when I found out that I signed a 2 year contract and the early cancellation would have a high fee. So, even though I hardly used the phone I waited till October, 2014 to cancel. Called them, and they tried to work out a lower cost with me, but it was still to high. I contacted another carrier and now get the same service for approx $39 per month. Paid off for the final usage, and I got a bill today for an early cancellation fee from Verizon for $168.45??? I don't owe it!! They are impossible to deal with and I am going to try to cancel coverage of the internet through them. I'm also going to fight the charges as I don't want to see other senior citizens go through what I'm going through!!

She never even opened the box and when she went to return the device saying she only took it under the false pretenses, they wanted to charge a $70 b.s. restocking fee! This company is the worst ever. I have already pulled 2 of 4 of my phones and cannot wait until my contracts are up for the other 2 and be rid of this crap for good! And I haven't even gotten started on the service in my area!!!

In addition to saying one thing and doing another, Verizon customer service has relied on a technicality for defending its refusal to waive the fees, insisting that it sent me a pamphlet in the mail that explained the terms of my current plan. Furthermore, I get different stories from each customer service person I speak to. One tells me that the fees will be waived, and then another tells me that they will not. This was also true when I was trying to switch plans and wanted to know if I could bring a GSM phone to Verizon. They don't seem to know what they are doing. I was a Verizon customer for more than a decade. I have experienced good connectivity with Verizon -- in fact much better than I am now getting with AT&T -- but because of this horrible experience, I would not consider returning to them.

So the supervisor informs me that the problem is on their loop coming into my house. I asked her how long it will be till they fix the issue and she informs me that it won’t be fixed. “So I am paying for 7mbs on my bill and I’m not even getting 5mbs and you’re not going to do anything about it.” I stated and she answered, “Correct. There is not enough business in my area at this time so until the business picks up there will be no changes or repairs made.” So basically unless I go out and become a personal salesman and convince the neighbors to go with Verizon wireless, you will do nothing about your faulty wiring and I’m stuck paying for a service I don’t truly get. Her response was unfortunately yes that is correct.

I also earlier that day while talking to someone at Verizon technical support about issues was put on hold for over 45 minutes when he informed me it would be 2 to 3 minutes. I finally hung up because I had to leave. I told this supervisor about this and she said she would look into it. I’m sure nothing happened with it though. Verizon wireless is charging for services they don’t provide and will not make an effort to fix the problem.

To make a long story shorter the representative stated that she could put me on a 12 GB data plan with unlimited talk and text for $165.10. I told her okay, but not to start it until the next billing cycle. I received email confirmations stating the monthly bill would be $279.10 and my current bill is $255.35. Instead of costing me less it was costing me more and I was losing my unlimited data plan. I called in to complain and told them not to bother switching me because I wasn't about to pay more and lose my unlimited data. Well guess what? They told me I was already switched and I asked how that could be when the new billing cycle hadn't started. They also told me there was no way they could give me the new plan for $165.10 and to always remember that when you make a change YOU WILL NEVER PAY LESS.

Good point to remember if I stay with Verizon, but I am currently getting quotes from AT&T, Sprint, and T-Mobile. They also told me me there was no way they could give me my old plan back because it doesn't exist. I have been with Verizon for 10 years and out of loyalty you would think that they would try to compensate me somehow since their representative misled me and it wasn't my fault, but they could only say, "Sorry there's nothing we can do about it." Sprint has the special going on now that they will cut your Verizon bill in half so I hope this holds true, because it's bye bye Verizon.

I wanted to make sure this was the case so I called Verizon again a day later and to my surprise was told there was not such a thing as a free upgrade to an 8 GB plan and this plan was only available only for an additional $15/month. The rep said the only person who could make the 8 GB promotion back on the table was the first rep and that she will text him to call me and take care of this error. She also said she will call me before the end of the day to make sure everything's taken care of. She of course never did so I ended up calling *611 one more time and another rep told me that I was misinformed and the promotion does not exist. I asked to speak to previous reps and he said I should not count on them ever calling me back. He offered to roll back my plan to the old plan and warned me that I would need a court warrant to review recordings of my conversations with previous reps (apparently all calls are recorded).

So in summary I was lied to, talked into signing a plan I did not want and now Verizon says there's nothing I can do about it other than rolling back my plan to my old plan. Very nice. Verizon, this is a great way to lose customers.

During the last couple of months the company I work with changed payroll companies. This change has made it so the auto deposit that was made into the bank of the account I pay with was not going through. So I chose to pay my payment directly from my Credit Union account. Typing on my cell phone I typed a 9 instead of an 8 for the last number of my account number. I did not notice and I pressed proceed. Well the payment obviously did not process. Had I waited till I walked in the store and they told me "Would you like to pay your bill?" none of this would have happened. I had in the past added my brother to my line and was bringing on another person to the Verizon network.

As soon as I learned of the mistake I paid off from my credit card (one I don't usually use) as I have for years. Because of this error by mistake I was refused activation under edge. When I tried to explain they still refused. So now as a customer who has been with them, brought them new business I am being told no activation under edge. I made a mistake and typed on my phone the wrong digit and they will not even take that into consideration. They have horrible customer service. Being in technology sales I work with people asking me about service all the time. In Hawaii word of mouth is gold. In fact I have the mind to introduce one of my largest customers to a outside carrier sales rep. Then I can say "You're welcome" for the great respect I was shown as a customer.

I have NEVER had horrific experiences with companies like I have with these people. The old adage used to be "we are the phone company, we don't care... we don't have to". I thought that ugly business attitude went out the door with the breakup of Ma Bell years ago. Well Verizon Wireless has brought it back in in spades! The largest most profitable wireless company in America could give a flying rip about its customers - that is really obvious. When your contract expires - move on to another company. Mine expires on 3 August 2015, and I am crossing off the days until that blessed day arrives.

After Christmas, Verizon pushed an OTA (over-the-air) firmware update for my Tab 2 that reduced the tablet from being a little pokey to utterly unusable. Over the course of the entirety of 2014, call after call after call was placed to every level of Verizon's support and customer service mechanisms, all with no resolution to this issue. I'd attempted every step that every tech asked me to. The tablet was swapped out for me twice, but since the problems lay in the units firmware--its Verizon firmware--no amount of swapping out the tablet would help. Meanwhile, I was still paying my $10 a month to have this tablet on my account, even though, for all intents and purposes, I had no practical use of it.

By virtue of my career, I'm far more technically competent than the average consumer (and, if I'm honest, much of Verizon's own support staff). I was positively aching to root the tablet and install CyanogenMod, or some other Android hobbyist ROM, that would have easily solved this issue. However, doing so would have voided the tablet's warranty, and with over a year left to go (at the time) in the contract, I had little interest in voiding my warranty--or incurring Verizon's ire.

Finally, after thirteen months of tolerating every level of Verizon's hopeless staff of technical incompetents and their complete inability to make good on the tablet, I finally ran out of patience and demanded Verizon close the account associated with the tablet. I was adamant that I was not going to pay any early termination fees, as I firmly believed that since I hadn't but three weeks of actual use of the tablet at the beginning of the contract, the legal concept of warranty of merchantability could be invoked and applied to this case. Since this was such a dramatic failing of Verizon's customer service mechanisms--and because I was really, really steamed at this point--I took my case to the Verizon Executive ranks, writing a letter much like this one to John Granby, Senior Vice President, National Customer Service, Verizon Wireless.

I was contacted by a member of the Executive Support Team. As adamant as I was, however, about not paying any ETFs for canceling the worthless tablets line of service, Verizon vividly demonstrated that they were equally adamant about screwing us out of our money. I communicated very succinctly that I was fully prepared to close all of my lines of service--all nine of them, at the time--if they didn't agree to drop the early termination fee. The only way I could get Verizon to relent and agree to letting me out of my contract without an early termination fee, however, was to agree to give them the tablet back. Yes, that very same tablet (twice replaced) that my girlfriend had laid out $249.99 for and had given to me as a Christmas present.

So now Verizon has my girlfriend's $249.99, my Christmas-present tablet, and all my money I'd paid for the contract up to this point--just shy of $400, not counting taxes. I am now on a mission. I am determined to see that the story does not end here. I am going to seek relief and remuneration in Oregon small claims court, and once that business is concluded, I will be terminating my relationship with Verizon Wireless. I refuse to allow Verizon wireless to steal my money and Christmas present from me. Big Red is now looking decidedly sickly green--as green as the Grinch who stole my Christmas (present).

I was nagged several times by Verizon reps. I kept saying no thank you (I DID have the choice back then). Unbelievably, one rep stooped so low as to "FAKE" my voice to say "I agree." I only found out after requesting the recording from Verizon after they insisted I had agreed, when I KNOW I didn't. I had to go through my county consumer department to get it. I, and anyone who has heard my voice, could hear that she was totally faking my voice!! I kept the recording as proof, but I'm not sure what to do with it. I have disputed and disputed my bill since then because they still insist that I owe them $300.

After several years of fighting, I paid the damn bill over several months, just to get rid of them. I recently found out they STILL have me in Collections and it is ruining my credit! I checked my bank and they cashed $200 of the $300 I sent, yet they still say I owe them $300. The last $100 has been lost somewhere. I sent a check and it has never been cashed since January 2014. I had no idea they still had me in Collections until another creditor asked about it just this week! This will be popping up every time I try to make a large purchase, and all because of their crooked, inept methods. I never found out what happened to the employee who wrongfully pretended to be me, I was stonewalled by Verizon. They never admitted to their wrongdoing. I absolutely DETEST Verizon.

On to my issue. I bought a USB wireless internet device for internet service from Verizon almost 2 years ago. In order to get this device at a reasonable cost, with service, I had to agree to a 2 year contract. After the first year the device began to become unreliable, that was about 9 months ago. For the past 6 months I have been disconnected multiple times because of device malfunctions and I have had to resort to using the device utilizing the USB extension cable that came with it and having to ensure the device is in a certain position and not disturbed. A slight move will cause me to lose connection.

I called Verizon about this issue, and they said the device only came with a one year warranty and they will not stand behind it. In my humble opinion, as a consumer that makes a decision on who I give my money to, this is insufficient on their part. If Verizon is going to lock me into a two year contract for a service provided by this device, then they need to stand behind the device they sell. They put this on me because I did not purchase insurance on the device. Sorry, I will not purchase insurance on a device that provides me the service I pay for. They can stand behind the device, or they need to find a more reliable manufacturer of the devices they sell, and they need to stand behind them! I will not tolerate this.

They have lost a customer here. I don't even like that I had to rate my experience with Verizon. They don't even deserve a single star. Oh, their service is good, when my device is working properly, but if they cannot stand behind the product that provides that service to me while making me commit to a two year contract, and they will not stand behind the product for that time frame, I am done. I will find other alternatives, just as I did when I went from AT&T to Verizon. That is how free markets work, consumers have choices and leave deadbeat companies that aren't willing to stand behind their product.

Two months later we received a bill in the mail telling us that we owed almost $600 for two months of service. Less than a week later we received a notice that our account had been sent to collections. I called Verizon only to find out that they were still charging me after I cancelled my service. I informed their customer service representative of the date that I cancelled my service and of the fact that I had paid the last month of service several times throughout my contract and that I should owe no money. She told me that my account would be reviewed and I would be contacted with the results.

That was over six months ago. I know that this has already gone on my credit report so I will have to dispute this claim. My recommendation to anyone thinking of getting a contract through Verizon is to save your money for that nice phone you're looking at and get you a cheap prepaid plan. Verizon will only screw you in the end. I will never do business with them for as long as I draw breath.

After calling repeatedly, I was told that they have no idea why I was not receiving text messages, claimed they sent me emails to my Gmail account... I never received a single one and even though it is HIGHLY likely that my account has been hacked or compromised in some way that I am responsible for the full $4,000.00. I will NEVER use this company again. I will not pay a single penny of the bill. Cancelled this morning. These people are unbelievable and I am contacting an attorney and everyone else I can think of to report this outrageous treatment.

I don't agree, we are enrolled in paperless billing and the bill on the first page simply states Monthly Charges, in order to find out what is in those monthly charges you have to scroll down several drop down menus to find out what each phone is being charged. So it’s something you have to know to navigate because it’s hidden. Second, they had noted in my account that I wanted to cancel the Canada Voice plan but nothing about the Data plan. I told them to cancel both. Who would need an International data plan and not a voice plan? It's common sense but Verizon is lacking in that department. They refunded me $75 out of the $200, they're extremely expensive, and their customer service is terrible. 3 strikes and they're out. I regret switching from Sprint, which is why I'm going back.

Now that replacement is not the device number Verizon put in the system, Verizon but in the old device#. Verizon entered the device number for the phone that was returned and as and now is refurbished and somebody is actively using the phone (still not my problem). I have the correct device number for the Samsung Galaxy s4 and the number is **. I have contacted Verizon wireless customer service an over 30 times, and still no prevail. I keep getting these promises that I will be refunded the amount and all I have received was my phone turned off because of the $300+ dollars that I was supposed to be getting back for the phone that I traded in.

Now I have a negative balance on my account, because I am being charged for the phone because Verizon is seeing that they never received the phone. And on top of that I am getting charged late fee every month since November 2014. I am getting the run around, and I am not happy. I am bitter with the company and all of their promises. I want a full refund for my returned in the amount of $300+, and credit for ALL of the late fee charges imposed upon me by this company. This number in the bottom is the device # I am referencing for the phone.

Original Review: Feb. 19, 2015

I have two phones on the account and when we went to upgrade, we were told that we were eligible for two free tablets. Turns out they are not free and I am being billed for early termination fees to get them off my account.

I called customer service and the rep was very friendly and nice but said that unfortunately, they saw no record of either one of my calls, that their reps are required to record them and make notes about each call and that they can actually see all of my calls and neither were showing up, so they can't issue a refund. I was very nice to him, told him I know this isn't his fault but said that I refuse to accept that because I am 100% POSITIVE that both reps told me the same thing, and that I didn't imagine the calls having taken place so it seems there is a problem on their end.

I don't know where to turn. I am so angry that this is how I'm being treated after a decade of loyalty and that they claim I never called them when I absolutely definitely did. Something isn't right here--and I admit, I should have written down the names of both reps I spoke with--but I took their words for it that the information they were giving me was correct.

If their reps are not doing their jobs correctly, then there's an issue on their end. I'm not going to budge and yet I'm concerned about my credit rating being affected adversely. I've never had such a hard time with a company before--typically when a company sees that you've been loyal and paid your bills on time for years and years and you're fair and speak kindly and rationally, they will work with you. I can't believe they are not going to budge on this.

Today, Verizon said they won't waive anything because everybody pays that fee for better towers and classes on how to use a smartphone. Skylar the supervisor told me I'd have to go to the Costco store since an "indirect agent" was he one who made a bad promise. So basically any explanation you give as to why you are asking for what you want may be used against you. I will switch back to T-Mobile or another servicer next time, and take everyone with me to a different family plan!

The customer service reps seemed nice and willing to help. They said if we talked to a supervisor they would reduce the bill because it was our first time with a hot spot (and we no nothing with the computer world). The supervisor came on and was very unsympathetic. She could only make payment plans. We explained we could afford it, and like she was reading a script - didn't care. For some reason they had my old email address (we updated it today) and no one ever called my phone to say we were way over our plan. They said they sent the messages to the hot spot thing they sent us in the mail? Who knew? Why they didn't call is beyond me? I just feel they need to explain what uses up your plan points. This is stealing from the consumers. Thank you.

Marie was told to come back tomorrow to finish the information transfer. She went back the next day and the manager told her to take another phone because hers would not iMessage and he would give her a new iPhone for hers. What he actually did is have he sell the iPhone 4s for $10.00; (I was offered $150 for the phone by Verizon when I bought my iPhone 6); sign her up for another 2 years, take her phone, and tell her it is an iPhone.

On Saturday 2/14/15 she went to the store to get iMessaging working and was told then that this is not an iPhone and will not iMessage. This is the first time she was made aware that she was not given an iPhone. I then told her to go back and get the iPhone back, they had lied to her about the plan the android, and basically stole the 4s iPhone. She went back to the store to cancel the phone and the contract on 2/15/2015 and was told she could not get back the iPhone but they would program her old phone and cancel her current contract for $30.00. I called the manager the next day and told him that I thought what he did was not legitimate, taking advantage of by lying to an unsuspecting elderly woman, and telling her the phone did not work, and said the new phone was free. It is not free! He said he would find a new iPhone or return my 4s to her and switch it back to her original contract.

This was at 10:30 am. He said he would call me back within a couple of hours with the solution. He never called. At 3pm I called back and asked to spell to him and was told he was gone for the day. I do not believe that he acted in Mrs. ** best interest or in the best interest of Verizon. I do believe that professional customer service is the best road to success for any company. If employees are only seeking the highest commission on every sale, while taking advantage of a customer's ignorance then eventually Verizon's business will suffer. I would be happy to discuss this in more detail by phone or email as Marie does not fully understand what was done to her.

I gave her my iPhone because it is the easiest phone for her to use and most of her friends and family have iPhones so her friends and family can better explain to her how it works and how to best use it. I ask you this simple question. Would you want your mother treated in this way by your company or any other? As a subscriber myself and business owner I hope not. Please help Marie and do what you can to prevent this from happening to other unsuspecting innocent victims. Sincerely; trying to protect others.

Finally, in 2/18/15, I request a manager and she states the same thing but adds that it can take over 4 weeks to get refund and that it will only be refunded via my Verizon account. I stated I didn't want that since $70 of it had been put on my personal credit card. In any event, I returned a product to Verizon and it is going on 4 weeks where I do not have my credit back nor the watch, and yet I have already paid my credit card charge off that I now find out I won't be refunded the same way I paid - only refunded via Verizon credit. Very frustrating.

All employees I have come into contact with have been helpful and polite yet the end result is Verizon has my money, their watch and sitting on my credit that they then decide to give back to me however they want to - not how the original transaction was purchased (which is what should be standard). Frustrating process of products bought/returned to Verizon.

I called Verizon and spoke with 3 different Supervisors, each of them telling me to expect a call from their Customer Issues department with 24-48 hours. No one has called me back to help resolve this issue. One Supervisor told me Verizon sent a text message to me stating there was going to be a roaming charge for using the phone on the cruise ship vs on land in Mexico. I did indeed receive this text message but not until the cruise was over and I was back in the States. Also while on land in Mexico I never had Verizon reception, so the only time I was able to get reception from a Verizon satellite was while I was on the ship.

Again upon ordering the 1000 minute package the representative never explained about the additional charges for using the phone on the ship while at sea. If the representative would have stated this fact and made it clear to me that additional charges would be billed I would not have used the phone while on the ship nor would I have even purchased the 1000 minute package for $20. I feel as though it was false representation of the package offered and I am not receiving any assistance from Verizon to help resolve this matter.

Before I switched the account in his name, I specifically asked if I would have a balance, they said "no" that they simply just switched the account name to my husband. A few weeks later they begin calling telling me I have a balance under my name. YES, I was upset but at the same time willing to pay it, however I wanted them to mail me an itemized bill showing what I owed before up pay. I have asked them to mail me this statement NUMEROUS of times to no avail.

My brand new phone hasn't ever worked correctly, I can't send picture or text messages. I have called Verizon 50+ times and through the continuous technical support it hasn't fixed my phone. Apparently $26 full insurance coverage doesn't actually cover defective devices. We have the best internet one can buy and I can't ever hardly connect to the internet. Initially we thought it was the router so we bought the best router we could find for $300. It didn't fix the problem, they stated we would need the network extender box to enhance our service being that we live in a very rural mountain area. During NUMEROUS of calls, they promised to ship us a network extender box, we have NEVER received it.

I had to change my number a few months ago, because I was getting an obscene amount of phone calls and text messages of someone named "Lisa". Family, friends, school districts, payday loan companies, you name it. I called Verizon and they changed my number for me FREE of charge, however they really didn't. Ultimately, what they did was charge us $53 for my phone number change. They stated to me that we would need to pay it first then they will issue us complimentary credit. Makes absolutely NO sense!!

I asked the customer service representative to review the recorded phone calls for what I have been told, they told me that they only record calls for quality purposes. SO I proceeded in telling them that I am going to start recording all my phone calls with them starting now, the customer service representative said that when a customer states that they are recording the conversation, they are required to end the call, and she hung up on me!! Yep I am tapped out with Verizon, BUH BYE!!

After several more phone calls nothing then more phone calls and hours on end spoke with customer service. Finally Friday they said they think they could find them on the Verizon cloud but they were all in my trash and it would not let them undo the trash so they had to send it to a senior tech. When I spoke with the senior tech he insisted that I give him my Verizon password, my security question answers, and my screen password or he could not help me get them out of my trashcan and back on my phone.

I have always been told and no not to share that information but he had me over a barrel and I had to give that to him so that he could restore my information that has been going twice. This entire time your customer service folks of been telling me that this is not a problem they have ever heard of. A quick and easy Google search show that this is a very common problem, and once it starts it happens repeatedly to the same clients.

In my frustration I went to the local store Friday night to try to just get rid of this Apple iPhone 6 while it is with in the time frame I am allowed to do so so I can get back with either a Motorola or a Samsung, that I have proven success with. The young lady, and I do not know her name, at the Tomball store there at FM 2920 and State Highway 249 was very helpful but the nightmare continued when I had to speak briefly with your manager Thomas.

I had the little gift bag with everything that they gave me from the original store included in it including all of my paperwork, the earbuds, and the charging cord and the box that the original iPhone came in. I thought I was finally going to be rid of this nightmare and get into a phone that I was sure to work. He rudely told me he could not do the exchange because the wall plug adapter was not in the box. While everything else was included that $.99 piece was missing, he said the only alternative is for me to buy a $650 iPhone get the wall plug adapter out of that put it with this one and I could trade again.

He thought it was funny that I wouldn't have a $650 iPhone that I didn't want in the first place sitting in a drawer collecting dust while I traded the old iPhone in on a product that would work. I explained to him that I had to work on Saturday but would have the wall plug to him brought to him brought a friend waiting for him at the time they open the door. He told me they have to ship the old phone off right away and could not except the trade and without that $.99 piece. He was absolutely unwilling to work with me and told me that he was not sure if I would ever come back with that $.99 piece so he could not do the transaction.

Never did he show any compassion or understanding and never did he understand that I could not take off work to bring him that piece and get the transaction done. After all of the frustration with the phone, which none of that was taken out on Thomas, I just wanted to be rid of this phone. He was absolutely uncaring and uncouth with the way he took care of business. He almost thought it was a joke that this $.99 piece what's keeping me from being a happy customer. I have paid you folks religiously for over 11 years and never thought that you would have someone like this in a management position in one of your stores.

As I said in the previous post, this store does not have much repeat business because of the way it has been run since it opened several years ago. You have tried changing management and personnel and yet the core problem seems to be from above because the issues are still there consistently bad in every way. I am sure this is going to fall on deaf ears as last night when I called your customer service. I told them it was extremely important that I speak with someone regarding this matter and she assured me she would have someone call me this morning, but again it is almost 3 o'clock and no phone call.

I don't expect you to do anything about it as that is how the storage run, but I will never go to the store again, and we are seriously considering canceling all of our services with Verizon. I am going to be forced to pay the restocking fee on the old iPhone as well as absorb the cost for the gel case and the glass that I purchased at the time I purchased the phone last Monday, which I absolutely do not think is right, but I have not mentioned that to anyone. Your poor customer service on the phone let me to being frustrated with the phone and with your company, and then when it is in person and he has that kind of poor attitude showing me nothing but disrespect I did not appreciate it at all.

While I understand that this is not standard practice, this was an unusual circumstance that surely could be considered unusual. I was simply told by a rep in the executive office by the name of Angela that my situation was unfortunate but cant help me. BEWARE OF VERIZON!!!! They have absolutely no concern for the customer outside of getting your money. They have NO CONCERN for their customers!! Other businesses will work with their customers but not this company.

I was ripped off. It wasn't an "iPad" (Apple), it was some sort of old-version Verizon Notepad I didn't like - or the expensive attachments - so 6 days later I returned them. Then I find out I had to pay a $70 restocking fee for returning the $29 Notepad. They could have at least told me I'd save $41 by just throwing it away myself. Then they tell me, "To receive a credit for the activation fee, I have to cancel in 3 days." I don't know what I paid for that, either. Something new was, Data Service Activation for $35. I thought I already had data service.

The sales girl I talked to said, "They probably should have told you all that," then revealed that they really don't restock the notepads, they throw them away - meaning they simply made $41 more profit off me. My wife and I are due for new iPhones - and, apparently a new provider. When my home-phone contract is over we'll switch to AT&T.

The first simply cut off my call, the second put me on hold for over 10 minutes and I hung up, the third argued with me and wouldn't let me speak to a supervisor and finally on the fourth call I reached Steve. After speaking with his supervisor, he verified that I obviously did NOT have global services on my phone and made his own notations on my file and said if my statement for February contained any of these charges to have the representative refer to his notes.

When speaking to Linda today, she verified his notes, however, she said that I DID have global services added to my account from January 10 to January 22! Obviously that is incorrect, as I didn't leave the states until January 17 and returned on the 28th, so why would I have those dates? I asked speak to a supervisor and was told that the two supervisors, Ben and she didn't know the name of the other, were too busy and would have to call me back at the end of the day. She was argumentative, rude, and dismissive.

As I had already on January 28 and spent too much time explaining it to 4 representatives, needing to call again today and receiving this customer service is unacceptable. I have been a Verizon Customer for over 25 years! We have four phones under Verizon service and this has left such a bad impression that I will now be looking into changing our family's service to AT&T.

I called Verizon on FOUR separate occasions between November 2014 and Today. I was told on previous call about 3 weeks ago that they were going to speak to a supervisor and prorate my bill for charges that I didn't use. The phone was completely shut off since November, and I was being charged for it. Not only that, but I had already started another contract with T-Mobile, and wasn't even using a Verizon line at all anymore. So.. I received another bill in the mail today for the same ridiculous amount of $92.81 for a phone that WASN'T BEING USED.

I call customer service, the lady brings up my bill, and tells me that she can see where the phone wasn't being used at all during the month of November, but proceeds to tell me that if I didn't go into a Verizon store to cancel it, then it would roll over to prepaid. She also tells me that they aren't going to do anything about the charges, and she doesn't have any record of my conversation with the previous rep 3 weeks ago, about talking to the supervisor. So what are the end results?? I either pay the bill or it goes to collections. Which is absolutely ABSURD! Not only did I go in the store to have it canceled on November 2, 2014, but Verizon has the audacity to treat me as if I'm stupid, claimed I never went to the store because there's no proof because the genius customer service rep didn't bring the account up in store, and continue to bill me regardless.

Needless to say, Verizon is overpriced, their customer service sucks, and WATCH OUT, because if you don't cancel your contract, they will continue to abuse privileges and turn your contract into prepaid once the end date is up. I highly recommend T-Mobile now. I've used them since this Verizon fiasco, and I've had zero problems, and saved $30/month. Thanks T-Mobile. Good riddance, Verizon.

I went to Verizon Wireless (2799 Miamsburg Centerville Rd.937-4342355) was checked in by an employee **, I told him that I had a billing issue. He pulled up my account and it showed that I now have $70.00 credit. We went to his computer and he pulled up my account again and it showed that I now have $15.00 credit. Within 5 minutes they took out another payment (my bill is not due until the 22nd, I now know how I got a $115.00 credit). l asked ** if they had anything in print that explained how PrePay Auto pay worked, "No" he said.

** told me that he did not know how it works and could not or would not explain how a payment could be taken from my credit that I mysteriously had with them, but that I could go online and open an account and get any information I needed. So I did, found nothing. However I did get the Corporate number. Have been trying to contact Verizon for three weeks always busy. I'm running out of options, Please Help!

At the time my phone was stolen, I wasn't due to upgrade as I just upgraded a few months earlier. My husband was showing he could upgrade his phone at reduced price. I was looking at over 600 bucks to get myself a new phone. Since my husband loved his phone he said I should use his upgrade to get myself the phone I wanted which with his discount was only 299.00, I think it was. I still couldn't afford this but needed a phone to work so it was necessary to have. But Verizon wouldn't let me use that upgrade of my husbands, and we on same account.

In the past Verizon’s always helped me work out such things and I had been very happy with them because of it too. Now Verizon won't budge with me on this. I spoke with supervisor who just wasn't caring that I was a great customer who was always pleasant when calling customer service, and always wrote good reviews about them, and was good for an auto pay each month without fail of over 200 dollars. Over last 20 years I have sent them over 100 new customers who have big accounts. None of that mattered. I finally said “close this account.” I was so angry that I was going to go to their competitor and get a discounted phone for getting new cell service. It was my only choice. And so it was closed that day.

I remember asking them to send me a final bill of what they thought I owed. They said early termination fees would apply. I knew that I would be disputing early termination fees since Verizon caused me to go elsewhere to obtain a discount on a phone. And dispute charges on cell number stolen phone used because I had informed them of the phone being stolen and to disconnect the phone number to it. And I knew that whatever the final bill came to after adjustments on that final bill, I could pay that final bill 50.00 bucks every 28 days till paid off. I never told the Verizon employee my plan on disputing the final bill. I am figuring it will take a week to get the bill and I’ll have a week to get back to Verizon on it.

Well, to my surprise I was shopping a few days after that for my granddaughter’s first birthday gift and came up with to register and lo and behold my debit card wouldn't work. I knew I’d saved up here and there to get my granddaughter a nice bday gift. And I deposited that money into my bank account early that same morning the 250.00 I'd saved. Why couldn't I now purchase 169.99 at Babies R Us? I went online to my bank and there it was. Verizon wireless wiped me out and then some by way of auto pay of 675.00 on that closed account that Verizon still hadn't sent me a final bill on. Is that legal? My husband told me that I would fight a losing battle that once they get your money, it’s over.

My husband and I separated right after that and he had that bank account now. I reminded him about that 675.00 that put us into poverty just like that. I am today in charge of that bank account again as my husband isn't well and because of his health, didn't follow up on that transaction with Verizon and I would like to know if there is anything I can do now about it? It was two years ago. I still have access to bank records showing this amount and all other auto pays showing I had just made payment to them before closing account. I don't have the account number at the moment (moving my files into new office) but that’s not hard to get as well as the bank statement too that I can provide if there’s anything that can be done.

Told me to send my phone and case back and then lied and told me they never got the $43 case back that was in the same box as the phone. I have been calling since early December and here we are still going at it. 5 calls just today. Never call you back. Always never have a supervisor available. I have been with them for 16 years and been a good customer. I just signed a 2 year contract with them and you would not BELIEVE the treatment I have received. I wish we were not stuck with Verizon as the only carrier. Don't EVER sign up with them. Sooner or later they will rip you off and lie. I hate the way the rep lies to you.

Here is how their company works. They have these things called verbatim where a customer surveys the rep. That good customers should give their feedback. What Verizon does wrong though is that they weight it too heavy on reps. So too many fails and that rep gets fired. That leads to reps lying to you. They say surveys can be overturned but that rarely happens. Like ever. So reps will lie you just to save their jobs just to get a passing survey from you. That's wrong. And it's Verizon's fault because their system is a failure.

Also if an unlimited data plan is removed by accident say rep error you aren't getting it back. It's gone. Verizon is happy that rep made the mistake. The agent can do what's called an Inactive Pricing Request Ticket to request it back but Verizon will over turn it. Always. No exceptions. They did this one customer wrong it made me sick so I said I had enough and quit. A man accidentally mailed back the wrong phone for a tech replacement. It was like his wife's or something with child photos and such. He noticed and called us back. What does bad old Verizon do? They charge him a damage device fee (his wife's phone apparently was water damaged). He asked if they can send the phone he sent back wrong by mistake back to him. I get told no it was sold for parts and it's his fault for sending back the wrong phone.

Excuse me??? AT&T woulda sent it back in a heart beat. Verizon just wants money. God please help this company because they are being run by Satan himself. Don't be surprised this is the same phone company that handed your text calls and website logs over to the NSA. Screw this company, go with AT&T or T-Mobile.

3. Compensation for the time and frustration spent trying to get these problems fixed.

Alternatively, to return the phone for a full refund and find another provider who at least pretends to care about their customers.

Details: October 7th, 2014: I purchased an iPhone 6 from Verizon (Neil at the Verizon Wireless Tanasbourne, Hillsboro, Oregon store), and signed up for a plan. At the time I was a Sprint customer. I purchased the phone through Verizon's installment program, 'The Edge'. The plan I signed up for was "UNLIMITED TALK & TEXT 2GB $60" with no contract and no activation fee. At the time, the $60 plan was discounted by $10 per month if the phone was purchased with "The Edge." In addition I was promised a $100 bill incentive credit (for being a new Verizon customer) that would "appear on my bill in the next 2-3 months." The phone was not available in the store. It would be shipped directly to my home. I have full documentation for all of this plus a copy of texts I sent to Neil before and after making the purchase and confirming my purchase.

October 17th: I took the phone in for activation (with James at the Verizon Wireless store on Cedar Hills in Beaverton). James said he was having problems and told me he had to cancel the original account and open a new account, but everything would be the same. October 18th: Verizon sends out a bill including the $35 activation fee which was not supposed to be charged. I have previously signed up for auto-pay, and the bill says, will be submitted to credit card on 11/08/14 DO NOT MAIL PAYMENT.

October 21st: I was in Boston and about to leave for Israel. I was having problems with my data usage and on October 21st took my phone in to Verizon Wireless in Chestnut Hill, MA. That was when I learned my phone was not on the plan I had signed up for on October 7th. Instead the phone had been activated on a similar plan for the same price but only 1 GB data. I spent a couple hours in the store and they told me they fixed the problem. In fact, I figured out later, they put me on a third plan, a 'customer loyalty plan' with 2 GB data, $60 per month, and a one year contract to which I never agreed.

November 18th: Verizon sends out my next bill showing the first bill unpaid and charging a $5 late fee. November 22nd: After returning to Portland from Israel, I went in to Verizon Wireless at Cedar Hills. After a couple of hours waiting and explaining problems, I was told I had to go to the store where I started. So I went back to the Tanasbourne store for several hours. First Carlos ** tried to help me. Then he found a manager, Charles, who talked to me and then passed me on to another manager, Samantha **. Samantha credited back my activation fee. She was not able to give me the correct plan, but said she sent in a 'request' to Verizon to get it fixed. And promised she would get back to me on the answer. She did not.

Verizon employees repeatedly lied to me, telling me the plan I described never existed. My original customer receipt from Verizon shows the plan. Charles told me that there was never a $10 discount for my $60 per month plan (by having purchased the phone on The Edge program). I emailed him a copy of Verizon's web page showing the plan available at the time I signed up.

December 13th: I go back to the Tanasbourne store since I never heard anything from Samantha about my plan. I talk to Leemar. He says Verizon denied my request for my original plan. He tells me he will either get my Edge agreement dropped so that I can change to a 2-year contract and only pay $400 for the phone but not get the $10 per month discount, OR he will credit me $240 to cover the $10 per month discount. But he has to look into this further.

December 22nd: I go back to the store talk to Leemar. He cannot get the Edge agreement dropped. He says he will credit me $10 per month manually each month instead of giving me a $240 credit. He does credit $30 to my account. He will look into the bill incentive credit that should have posted to my account in the first few statements.

Currently (as of February 9th, 2015): I still do not have the correct plan. I have not seen the $100 bill incentive credit. I may or may not get the $10 per month discount depending on whether or not Leemar remembers to manually credit my account each month. I have wasted many, many hours on trying to get what I signed up for. Even with clear documentation Verizon refuses to honor their own contract.

What I am truly upset about is their Edge program. My guess is they intentionally keep their employees in the dark about how it really works. Approximately a year ago, I went to a Verizon store because my smartphone was having issues and I simply wanted them to fix that phone. I was very happy with my phone and did not really feel like upgrading. I have never been a person who needs to have the latest technology. The saleswoman said they couldn't do anything to fix my phone and that I would just have to get a new one, but, of course, my contract wouldn't be up for another year, so I would be stuck with a broken phone.

But then she told me about the magical Edge program which would allow me to upgrade to the latest phone and would actually lower my bill. And of course I thought this was too good to be true, but I listened to her spiel and tried to clarify and detect the catch. And I asked her so many times whether I was going to be paying the contract price of the phone during this Edge program or the full retail price, and she said countless times that I would only be paying the $200 contract price, so I foolishly agreed to sign up for this program. I was under the impression that I would pay $25 per month until I had paid the $200 contract price and then when I had paid half of that I could upgrade my phone if I wanted to or just keep paying that $200. Haha! Wrong! In reality what I was paying was of course the $600 retail price and, also of course, I realized all this too late to get out of it because it has been almost a year.

But there is so much confusing information out there because some places I have read say you have only 14 days but then the Verizon customer support guy I talked to said I would have had 50 days. So it really is my belief that they just don't train their people well enough and accurately enough. I think they intentionally mislead them so that they can push their sales. And every time I go in there or look at my bill there are so many numbers that get thrown around which make it impossible to keep track of what you are actually paying, smooth moves.

When I signed up, they said I only had to pay taxes which were X amount but wait we're running this special that will get you $75 off and if you sign up with our More Everything plan you can save even more, so we did, but come to find out, we are not actually on that plan and we are not saving that additional money. And when I signed up, the lady said that I would get 25GB of free cloud storage but for the last year, my phone keeps telling me my 5GB of Cloud storage is almost full and asks me to pay for more storage. Well come to find out when I looked at my bill today. The idiots put that free cloud storage on my other line's dumb phone which cannot even access the cloud storage.

So all this to say that as soon as I possibly can, I will be leaving Verizon. I just wish that I didn't have to even have a phone because it is going to be impossible to find a carrier that doesn't do all this wheeling and dealing but actually has kind of decent cell service.

Every employee, from the GM Warren **, to David, and his team, were extremely pleasant and genuinely concerned with my experience. It was like dining at New York Prime. Everything was orchestrated by Warren and the plays were executed like Tom Brady himself was calling the plays. Comparatively speaking, Sprint's customer service gets a one. Great marketing though with the half-off. But only a fool falls for the bait and switch. Enough on Sprint.

I was in senior level positions with several national companies. Not everyone get it. This store does. I will now transfer a healthy sum into your stock. Whoever is leading this charge, keep up the great work. And as for Warren, he should be in a position in which he can impact a greater number of employees. Because at the unit level, he has proven him beyond capable. I would give him a district, keep him in S1 'til he gets his feet under him, and let him work his magic with other GMs. Kudos to his DM as well, because it had to start somewhere.

Keep up the great work. Oh, and David was great as well. He took care of everything posthaste. Very satisfied customer.

The Rep I spoke to on the phone spoke with her manager and said she could help me and that her manager would approve the order but I had to do it now with her on the phone so I said ok. I must have spent at least an hour with this women on the phone picking out a cell phone and a tablet. I placed the order and she took all my shipping info and told me I would have it by the following Wednesday. So Thursday the 29th I called in to see if I could locate my package and see how many more days we would have to wait. When I called in the Rep, Andre, told me that there was no order. Nothing was ever placed and he didn't even see that I called in that day! I was so disappointed.

I explained everything to Andre and he looked more into it and I guess he seen that I called but still no order at all. He said that I needed approval to edge up and he would send that out and that it only takes 24hrs and he would give me a call the following morning and we would place the order and he would over night it for free and give me free accessories to make up for what had happened. He also said that he was surprised that I wasn't more upset and yelling and I told him that the reason I'm not acting out is because I'm not surprised with everything that had happened. It's always something with Verizon customer service and whatever I do with the last rep is never in the system for the next rep. It's always a hassle.

So Andre said he would call me the following morning and when I didn't hear from him I called into Verizon myself. The Rep said that my approval didn't come back yet and I told that rep everything I was going through and that I was told it would only take 24 hours. The rep said I had a call back for Monday and there was nothing she could do to help me. I told her that I could just go to another company and get what I needed that day and she just didn't seem to care much about that. So after speaking with my fiance we decided to wait until that Monday, February 2nd, even though his phone is going crazy and shutting off for no reason.

On Monday I called in and another rep told me that my approval did not come back yet and that they have until the 7th to give me an answer. This is crazy. So now I have to wait another week after being told from the beginning I could have a new phone and tablet. This is what I have to deal with after the years and the money that I have put into your business. I just want to be treated like I matter. I hope that you can help me. And I hope to finally get some answers and hopefully a solution.

After 4 more phone calls to Verizon, with no resolution, I wrote to the Regional Presidents Office. A Manager called back and said that he could not do anything about the false promises that the Rep made and my Bill would still be $207.00 NOT $156.00 as promised. Now, I am locked into a 2 yr contract and face a penalty if I break it. I am not sure if I should go to Small Claims Court, or the FCC!!!!

I've called fraud protection many times with no help. They want to me file a police report and I'm thinking I will and name Verizon for using my account for unauthorized purchase. Verizon can't be trusted. Caution watch you accounts and ask if there is another account in your name. They hid it from you. I have worked really hard the past 5 years after my divorce to get my credit score up only to find Verizon is saying I owe them all this money. This was all done without them contacting me. Beware...

On Feb 2, at 3:29 PM I called to tell them that I would like to receive the deal offering the Galaxy 5. I was told that there was no such offer available by **, but she transferred me to telemarketing and stayed on the line while the gentleman there also told me there was no such offer. After being denied the offer, I told the telemarketing rep to transfer me to his supervisor, that I was a long time customer who payed his bill regularly and that there were other services than Verizon available. ** jumped back in and told me that she could offer me the Galaxy S5, for free, and that she was making a note to that effect. I asked to make sure that there were no hidden fees or that I wouldn't get surprised later and she repeated that it would cost me nothing other than restarting a 2 year contract.

She asked if I would like for her to send the phone to me or if I wanted to pick it up in store. I told her that I would pick it up in the Brunswick GA store tomorrow and she said that would be fine. When I went to the Brunswick store they started to charge me for the phone and I told them, no, look at **'s notes. They said the only thing that ** did was to set my renewal date for Feb 2nd, not indicate that I was to receive a free phone. I immediately called customer service, who asked to talk to the store tech and verified that I had talked to someone. The tech told me that since ** did not make the proper notations I could not receive the phone. The store manager backed up the tech.

Note. I never intended to upgrade my phone. It was your folks that offered it to me. The fact that your folks do not make the proper notations when customers call in is your fault not mine. I intend to get the phone that you guys promised me, under the conditions you guys promised. I would not be upset at all if you had simply provided the service I called in to receive, but once you promised something, and I drove 35 miles to get it, I am far from pleased. I don't want to make threats, but you have just turned a customer who was generally satisfied with a service to the degree that he had passed up much cheaper plan offerings into one who is greatly dissatisfied.

You have a chance to fix this. Please do so. Understand, as I have told several of your folks: I am retired. I have all the time in the world to walk up and down in front of your store with a sandwich board. I have worked in corporate America and understand how things work. At some point someone within Verizon is going to say this is chicken **. Someone made a mistake promising something we don't offer. ** told him to go get it and then didn't do the paperwork. He has invested significant time and energy and is now prepared to do us as much damage as he can legally do. Give him what he was promised and end this and stop wasting my time.

Update. On 2-3-2015 I called in at 9:17 AM. After being told all the plans that didn't work for me and having the agent tell me how sorry he was for the misunderstanding he finally put me on the list for a supervisor. ** decided to tell me how he had looked at my phone record and on the date that I was originally offered the phone the call had only lasted for 34 seconds and there was no way I could be promised a phone in that time, suggesting I was lying. I just checked my phone and there was a phone call of 34 seconds at 10:33 AM in which I found myself on the wrong menu. I called back and talked to someone else at 10:35 AM. That call lasted for 4 minutes and 44 seconds. But that was not the call in which the offer was made. The offer was made on January 30th at 12:12 and lasted 6 minutes and 45 seconds. He then instructed me to write: Verizon Wireless attn correspondence team 5029 Wallford CN 06492.

I swear, did the corporate management team train their employees to be unhelpful and rude to their customers. That what it feels like based on talking to all the representative I talk to. I'm not racist but all the black representative (you know when you talk to one and most were) they were rude and I didn't give ** what your claim was. I can’t believe a big corporation like Verizon can have such horrible customer service and still be in business. It’s like this, if I found a piece of hair in my food at dine in restaurant and the food tasted like crap and they're telling me "sorry sir it is what it is and we can’t do anything for you". That's what Verizon customer feels like.

My head is about to explode dealing with these untrained rude employees. In all honesty when I talk to these employees, I don't even blame them. It’s the CEO and the corporate management team that’s at fault. One advice - if you want to at least try to have somewhat hear you out, be as nice as possible because once they think of you some way, they won’t help you at all.

What? Excuse me? I said, "I don't know what you are talking about, I never clicked on anything.” She said that I had clicked on something today, January 30, 2015, which billed me $330.00. When I said, "I am questioning a bill already received,” and tried to explain that it is not possible, because I didn't click on anything, I merely viewed my bill, she interrupted, and talked over me, saying nonsense, and refused to explain her nonsense statement that I had clicked on something.

It made no sense. Even if I had clicked on something (which I didn't do), it would not instantly show up on a bill that I had already received - that is not possible. She talked over me, in an incoherent manner. She totally missed the problem. I had received a store credit for $549.00 and had paper work to prove it. The paperwork was also on the website. All she had to do, was contact the store, and have them apply the credit to my bill. Simple, right? Not for Verizon.

Instead she accused me of clicking on something, and she would see IF, she could waive the charge of $330.00, that I had supposedly agreed to? I said, "Show me where I signed something authorizing a bill of $330.00, because you are committing fraud!” I demanded to speak to a manager. She refused, "My manager is busy right now, and you cannot speak to her, I will call the store." I said, "Go ahead, and take care of it!" She then said that someone "hacked my account" What!!! OMG!!!

I was then transferred to the fraud department. By this time (an hour into my call), I was livid. The fraud department was nice, and realized that I had been transferred to them in error. They then transferred me to Jonathan. He listened. He saw the problem, and within minutes, he resolved it. I got a credit for the monthly iPhone charge, as well as credit for previous month, even though I was willing to pay the previous month. Please note that I had returned the iPhone to them in PERFECT condition within 4 days of purchase, and I wrapped it up so neatly that they could have sold it right out to the next customer. Unbelievable.

They seemed more interested in starting an argument, falsely accusing me, and creating a HUGE issue while completely ignoring the actual problem and taking care of it. I have been a customer of Verizon Wireless since 2007. I always pay my bill on time or early. There was no reason to make up false stuff, intentionally aggravate me, and escalate a minor issue into a HUGE problem. I was physically sick after finishing the phone call. It took 2 hours to resolve a simple issue that should have taken only a few minutes. Additionally, they talk over you, which means they are not listening, which means disrespect. I sent an email complaint to the Vice President of Verizon Wireless for the PA region.

I really felt so mad this Verizon representative couldn't sell me what I wanted. He make me feel stupid. He asked me a lot of questions like why I wanted this prepaid plan and lot of more dumb questions. I got out of this store so disappointed with the customer service they gave to me. I will never go to this store again. Infinity Wireless Music City Mall, 4101 East 42nd Street, Odessa, TX 79762.

So, it's like collect calling [in the old days you'd get a collect call and the operator would ask, "Will you accept the charges?"] Now Verizon has no block feature on the receipt of international messages. So, adding the roaming, the Mexican cell company sending me messages I didn't want or need and my STUPIDITY in replying to my son's messages I ended with about $15-$20 extra on my bill.

I refused to pay it. I got a late charge of $5. Meanwhile an unknown third party was attempting to activate a debit card at my bank. My bank closed my account and my online Verizon payment was not processed, so Verizon Wireless charged me an NSF fee of $25. All in all I am being billed about $50 for trying to be a good customer. But Verizon computers want to punish me for trying to be a good consumer.

I expected to receive good cell service for phone usage in the USA. I don't want foreign service on this cell phone. Verizon and the Mexican cell company are forcing me to take their unwanted service. So, I say to Verizon, "Give me a USA phone service and forget the international activity. Don't charge me for electronic computer debits or problems with any account. Stop worrying. I will pay my monthly bill. I hope you understand that."

After inquiring about the different service providers and which provider had better service on Fort Hood Installation, we decided to go with Verizon. I understood as it was explained to me that the initial payment would include activation of the phones and payment for the chosen plan that would carry the two phones (purchased outright) from 19 Jan until 19 Feb 2013, and the following billing payment would being on the 20th of every month thereafter until 19 Jan 2015. From the initiation of my contract until 20 Aug 2014, I made all payments on time as indicated on the partial photo of the invoice history that I was able to obtain from your Corporate Store located at 2309 E Central Texas Expy, Ste 400, Killeen, TX, after an employee informed me that there was a $5.00 fee for each monthly bill that was printed.

Between June and July as I was making payment I in your 3rd party store located at Bldg 702 Fort Hood Street of Killeen, TX, I inquired as to when my last payment would be due and I was informed that my contract should end 19 Jan and that my last payment should be 19 Dec 2015. The reply raised my suspicion because I had recalled asking the question once before at the same location and I was informed that my contract should end in June or July of 2014 but I didn't raise a stink about it.

Now as I indicated earlier, one month's payment is suppose to carry the customer until the following months billing period. As indicated in my invoice history, all invoices before invoice number **, invoice date 09/2014, was paid on time and 8/2014 payment is the billing cycle from 19 Aug 2014 thru 19 Sept 2014 because the 20 Sept 2014 begins another billing cycle. 20 Sept 2014 thru 19 Oct was a new billing period. I admit September's payment was late, therefore I had to make payment for September and October. So payments due for Sept and Oct were combined reflecting the total balance of $388.15 that was paid around or about the end of September.

So now, I am suppose to be up until 20 Nov which starts the next billing cycle. So Nov I receive a bill for $232.07 that I decided once again allowed being late as indicated in the invoice. When I made the payment, I ended up being charged November and December payment which in combination was the $420.64. Now remember each monthly payment covers you until the next billing cycle.

I am still awaiting a legitimate explanation as to why after numerous visits to the 3rd party Verizon store located at Bldg 702 Fort Hood Street of Killeen, TX and inquiries of if I should be expecting any additional bills after Dec, I was told no. I visited the store more than four times alone due to issues concerning my phone, and each time I inquired if I would owe anything after the payment of $420.64. The answered remained the same and I was assured that I my contract would end and I would not receive a bill for Jan unless I wanted to continue service with Verizon.

19 Jan 2015, I returned to the 3rd party store to request an unlock pin so that I could obtain services with Cricket. Representatives in the store provided me the customer service number and informed me that I would need to contact them in order to obtain a pin to unlock my phone. I called the number and was informed that I needed to call the Samsung customer service.

After wasting yet another $20.00 in gas running back in forth from one store to another as recommended by the representatives, the one of the representatives from the 3rd party Verizon store located at Bldg 702 Fort Hood Street of Killeen, TX decided to assist me and call Customer Service. She informed that representative on the phone that I wanted to unlock my phone and discontinue my cell phone service. The lady inquired as to why I wanted to cancel my service and she responded that I just decided to terminate my services. Once again before departing the store I inquired if I had a balance and the representative responded No.

28 Jan 2015, I returned to the 3rd Party Verizon store because I receive a message on the phone that was supposed to be off, informing me that my Verizon payment was due. As I accessed my Verizon pay app through the phone I noticed that I suddenly have a bill from Verizon for $465.13. I went to the 3rd Party Verizon store and was directed to the Verizon Corporate Store Bldg 702 Fort Hood Street of Killeen, TX. The manager at the Corporate store informed me that there was nothing that he could do and that if I wanted copies of my payment history (previous bills) I would have to pay $5.00 for each month that I obtained the bill for. He informed me that there was nothing else that they could do and directed me back to the 3rd Party Verizon Store. I insisted on calling the 3rd party Verizon Store and requested that he speak with one of the representative from that location and he declined.

I was sick and tired of running back and forth. This issue has caused so much undue stress and I ended up having to take half of a day from work to address this issue. Back at the 3rd party store, one of the representatives decided to put me on the phone with the Customer Service Representatives who wasn't able to assist me, so I requested to speak with a manager. After trying to convince me that I owed the money because I was behind in payment, and I assured him that I was not behind and the representatives assured me that I would not owe anything after 19 Jan 2015. I decided to just request a copy of all the bills to present to legal, Better Business Bureau and the Fort Hood Consumer complaint office. He first offered to provide four with a waiver for 2, and then he tried to appease me by offering $80.00 credit off the bill and four of the bills for free.

I only wonder how many other Soldiers has this Company treated in this manner. This is wrong and should not be tolerated. I wouldn't want to repeat the different reasons that I was being told why I was being billed. Even the manager at Corporate Store located at 2309 E Central Texas Expy, Ste 400 Killeen, TX was astounded by my understanding of my bill and as he scrolled through his computer screen allowing me to view from across the counter, he and I both noticed the $70.00 bill that was to carry me from 20 Jan until 19 Feb if I continued my service with Verizon. I will ensure to assist my fellow brothers and sister green suitors by informing them and recommending a better service and provider.

I have called, chatted and wasted at least 8 hours, only to be told the bill is correct and I need to pay the 435.13. I refuse to be used like this and led in circles on the phone with customer service people that care nothing about the customer. I need you to know even if you have it in writing, it means nothing. You can't get them to accept responsibility for anything, they spend hours training their customer service people how not to perform for the public but only for the company. It's a sad day in America when a cell service treats and misrepresents itself to the consumer, and does nothing to resolve their wrong. Beware. Get a pre-paid account only.

I've reported them to BBB. Considered canvassing the neighborhood with a petition (neighbors and coworkers agree, but are too lazy to call), and will have to get a land line at home (can't call police/fire). Attached are pictures this morning of surrounding subdivision and my phone showing 1 of 5 bars OUTSIDE (if it displays correctly). We got better service recently in the middle of Kansas.

After 15 minutes, Charlie came and handed me a VW bag with 2 tablets in it and a handwritten estimate of what I will be paying every month.. $216.00, it says. He gave me some change and I assumed that I paid for my new phone ($149.99) Samsung Galaxy 4. He said that I will not be paying anymore. I told him I don't want any surprises.

After 2 weeks, I checked my bill and it was 400.00. They charged me for accessories I did not get, and activation fees for the 2 tablets that Charlie promised would be waived. Went back to the store with the tablets that I don't really need but Charlie said he will now submit the paperwork to waive 70.00 (35.00 each) activation fee. After 1 week... the bill was still 400.00. Went back to the store and talked to the Store Manager who printed me a receipt to credit me 133.64 for the accessories and activation fee. He promised he will call me in 48 hours. No call and bill was still 400.00.

I called financial services, transferred me to financial services, transferred me back to customer service. I have to explain my situation each time I got transferred because nobody was reading my history, or they might just pretend they are typing something when they taking down notes. Customer service called the store and told me that the paperwork for my activation fee is being submitted and with regards to the accessories, he can't help me because he doesn't know what items I walked out with from the store. This is after a fact that I had a receipt from the store manager to credit me those items.

Waited another week, the bill is still 400.00. After so many conversations with VW, I finally get the credit on the 3rd week of January but at this time I am done with VW. After 10 years of loyalty, I felt swindled with Charlie and the Store Manager of VW Harbor Blvd. Costa Mesa CA... I am now paying 256.00 a month (not 216.00) with 2 tablets that I really don't need. The other tablet is still in the box, that I am paying 10.00 a month each to keep. Just found out that they are under 2 year contract and I have to pay $165.00 each for early termination fees. Just found out too that all these fancy phones are not acquired through upgrades. I am paying for the full amount cost of the phones. When they say upgrade eligible it does not mean that you are getting the phones for less, no, no, no...

Just the thought of Verizon Wireless gives me butterfly in my stomach... I am beyond angry... After 10 years of loyalty, this is what I got. Inasmuch as I wanted to leave this company, I have to stay because I cannot afford to pay back these phones. If I have a choice, I can settle for prepaid phones right now, just knowing that I don't have to deal with Verizon Wireless anymore.

I used Vonage (voice over internet) app on my iPhone to make calls to India, and had been using it ever since I had the postpaid connection. Vonage had told me two things right in the beginning: a) to tell Verizon that they disable my international calling, which I did, b) that I must be on a WiFi network to make those calls, which I ensured.

But some of the calls I made to India through the app were routed through Verizon network. Verizon then sent me a bill, to my utter surprise, for more than $2000 for those calls which should have been free for me, as I pay Vonage $50 every month for unlimited calls to India. Three months of agony followed which included several emails, phone calls, conferencing Vonage and Verizon for hours, visiting Verizon store to give a Vonage letter certifying I'm a Vonage subscriber. During these three months Verizon excelled in their customer care, at least in telling me they'd find a solution in my favor.

Vonage argued that if Verizon disabled the international calling feature (which I doubt it did even after reminders), then even if Vonage app malfunctioned (which it never did), the calls shouldn't have got through. Earlier, Verizon said I didn't tell them to disable the international calling, but when it was proved that I had, they scripted a different narrative that even after they disabled it, calls were routing through their network.

Verizon blamed Vonage, not me and it sent me notices through their debt collector(s) after I refused to pay the bill. Imagine this:

4. Why is Verizon sending three debt collection agencies after me when one could do the job? Being a law abiding resident I was prompt in my response to these agencies, but they seem to leave my account midway. Do they worry that my explanation has logic and conviction, and therefore a single misstep could bring disrepute to them later?

The first agency sent me a polite notice that they understood how the economy was doing and how difficult it would be to pay bills (believing it was my fault entirely). Do they even know what I do or whether recession affected me, but I appreciate their kind words. They further said that if I thought the payment owed was not justified, I could send them an explanation in writing within 30 days of receiving the notice. I sent my explanation similar to what I've written here. They were to get back to me with how they or Verizon found my defense and what their decision was. I never heard back from them.

Then a month later, in mid-December, I received another notice from another debt collector. The text was similar to the first one though it didn't express sympathies for my situation, which I liked. They also gave me 30 days and I wrote to them instantly. I received their response two weeks later that they'd forwarded my letter to Verizon for their review.

Yesterday I received a phone call from a third debt collector. The lady on the phone had a threatening tone. She said I owed them around $2900, which was an additional $800 (collection agency's expenses) to the first amount. When I said that hers was the third agency contacting me and that I'd received a response from the second agency stating Verizon would get back to me with their decision, her tone softened and she said, Okay, and hung up.

Just a while ago I received another phone call from the same third debt collector, and I lost my cool. I told a gentleman that I was already dealing with the second debt collector and was waiting to hear from Verizon for their review. I added that if his agency called me again I'd be forced to approach law enforcement. He said with a bit of reluctance that he'd put my number in Do Not Call list.

The last some months have been insulting, embarrassing and frightening, too. Sometimes I wish I made those calls deliberately in which case paying the bill would've been routine. Why should I be made the escape goat when I am not at fault? I don't want to surrender myself to these big corporations who think intimidation tactics would work as their swelling profits have seen them, done that.

One hour 37 minutes later we settled at $180. I doubt I'll see tax credited. I took over a $120 hit and it took me 3 hours to get it. It's a very poor way to treat a customer who was with them when they took over the company. I have had some great Verizon reps over the years. However, this situation was clearly due to company policy as the reps were consistent in their attempts to give me back as little as possible.

Now I am going to the store to try and get this resolved. Also Verizon is hard to contact. In their website, there is no way to find a phone number for them to call, you can't email them, not that I could see. I had to do a phone number web search to get a phone number. I was a previous AT&T customer, and they are easy to get a hold of, and you can actually email them. I am sorry I left AT&T for Verizon.

Verizon made these changes to my account without my permission and have the nerve to say we are not at liberty to discuss the details of the phone call that I supposedly made making the supposed changes. They lie, talk in circles, and you can never get a straight answer from them. Their story always changes and they frustrate you to the point where you are willing to pay early termination fees for contracts that you did not authorize. Verizon is too big of a company and it shows in their lack of customer service.