Verizon Wireless Reviews

Now I know, they do this with the most likely intent to find some sort of damage on the phone and charge you the replacement phone free, even if the failure mode or damage was not related to the problem. My phone is not worth $299. Smooth move Verizon. I'm in the process of researching how to cancel my account. It is so disappointing that Verizon treats the customers this way. Verizon has been my provider since the time I got a cell phone. Oh well, lessons learned.

I found out about 6 months ago that VW no longer provides unlimited data plans. It seemed about that time that my phone started having trouble receiving data as I listen to iHeartRadio a lot and access the phone internet with other apps. Needless to say, I have been placing numerous calls into the tech support to try and figure out why my phone is not accessing the internet or accessing data slowly (1x, 3x) with spotty coverage. The tech support have been very nice to tell me all different probabilities with the last tech telling me that I may have an old SIM card that needs to be replaced. I asked if they could send me one but he said I have to go to a VW store to get that done - they should do it without any questions

So I went to a VW store in Hollywood, California, on the corner of Santa Monica Blvd. & La Brea Blvd. I said that I needed the IM card replaced per the discussion from the last tech support I spoke with. The store sent out a female tech support to help me. She spoke broken English and I'm hearing impaired - great combination to try and understand each other. Needless to say, I received a new SIM card and the tech support had me sign a blank screen using my finger - before I did that, I asked why I had to sign. She said it was acknowledge that I received the new SIM card. I SPECIFICALLY SAID TO HER THAT I WAS NOT CHANGING MY PLAN AND SHE ASSURED ME THAT I WAS NOT CHANGING ANYTHING ON MY CURRENT PLAN. She looked me right in my face and said to me, by signing that blank screen, I was not changing anything, I was simply acknowledging that I received a new SIM card.

I asked for a printout of what I signed and she said it is being sent to my account and that I could pull it from there. So, in trusting her, I walked out of the store and went back to work. On my way back to work, it appeared that my internet access on my phone was working and accessing 4G. I get back to my office, went on-line to check my account and found the receipt I had apparently signed (remember it was a blank screen that the tech had me sign promising me that I was only signing a receipt saying I received a SIM card) and discovered that I had apparently signed an agreement changing my data plan from UNLIMITED to 2GB per month at the same rate of $39.99 per month I was paying for the unlimited data plan.

I switched over to look at my account summary plan and yes, on-line, they had immediately changed my data plan. WOW! I then called the VW customer support and told them that I was extremely upset at this underhanded manipulate practice, that this is grounds for a LAWSUIT!!! The customer support agreed that this was wrong and manipulative and put me on hold to go speak to a supervisor, I waiting nearly ten minutes on hold, and he came back saying that he is going to help me. He said he put in a request to revert my plan back to the unlimited data plan and that he was putting through another $7 credit on current data plan for not being able to access the internet and that I would not receive any additional charges for the changes that went through on my new plan. He also informed me that it would take 48 hours for that to go through.

I stated that if Verizon Wireless could change my data plan IMMEDIATELY upon that manipulated signature, why can't they IMMEDIATELY correct my data plan upon the phone call with him. He explained that it is a process and it takes 48 hours for them to look into the matter. He assured me that he would call me on Thursday, August 24th, at 11am to see if everything is okay. So far, 24 hours later, I've checked my VW account and nothing has been changed. AND I now have very slow limited access to their internet which I believe that means VW is blocking my ability to access the internet. I know my phone works fine. It is Verizon Wireless who is unscrupulous and manipulative in their practice to force the hand of their customers to buy new phones and convert plans better suited to fit Verizon Wireless bottom line profits.

I believe I was manipulated and deceived. I have been a loyal and faithful customer of Verizon Wireless who basically RAPED me without even a blink of an eye. This is not the company I started out with. This company now appears to be run by people who have artfully mastered the craft of underhanded manipulative practices for the sake of pure profit.

Did not receive that updated billing but did receive additional bills of 630 and they turned off my phones. Had to pay $55 to have them reconnected. Contact Verizon for the third time and requested my Verizon service be terminated as they could not resolve the issue on the fraudulent billing. They declined, said they would resolve the issue by morning. Never heard back from them. In the mail that day, got a letter from collection agency and the beginning of many phone calls from that collection agency demanding an additional 400. Contacted Verizon, was basically told tough ** about them sending it to collections.

They made a mistake but oh well is what they said, I have the recording. I was told I had to go back to the store and have the Verizon manager reinitiate paperwork since he did not do his job the first time. Got home, 2 whole new pile of Verizon bills totaling 900 for the month and then the collection call started. These piled up on with the over 100 harassing phone calls I have received from Verizon in the last 90 days has just become unbearable. Not only that but apparently, the collection agency they gave my information to has now sold that information to anyone who wants it as I am receiving dozens of unsolicited phone calls.

I don't know how any of this is legal. Verizon is fraudulently charging me, has inaccurately sent my billing for collection, has sent my private number to the public for dissemination as they see fit. I refused to do anything about it and is refusing to terminate my service at 900 a month billing. I could care less about a few hundred more early termination fees which I think I'm going to win in court. They have breached the contract when they sold my private information for public dissemination.

My Verizon experience over the last 90 days has been 19 separate bills totaling in excess of 2400 dollars, 107 harassing phone calls from Verizon several letters from a collection agency demanding money on Verizon's behalf and 20 phone calls from that same collection agency harassing me for money that Verizon is not due. They are a pack of liars and they know it, that's why they will not release customer or employee ID numbers or names so that you may contact them if you have questions. Make sure you record every conversation with Verizon. They flat out lie and I have the recordings to prove it. 23 years I've been a customer with the same phone number but now I have to let it all go as I'm tired of them pissing down my back.

I have told Verizon, since they will not be giving me the credit back on my Verizon account then I need the phone mailed back to me. Verizon denied that request stating that they are unable to send the phone back and I still need to pay the $499. How is this in any way legal? How can a company charge for a phone that's in the company's possession? After 18 years being a customer doesn't at all do anything for me. Fortunately there are many other carriers out there which is what I'm leaning towards. For the past 2 years and moving forward, my experience with Verizon wireless has substantially became worse. I am suggestion to all customers and potential customers to stay away from this company. Verizon costs more than any other carrier including the worse customer service ever. The only one thing that they have that's good is the phone service as well. If you are rich and don't care about customer service, go with Verizon.

If you are like me that demands some respect and ethical background, lower monthly cost then proceed with A&T/T-mobile - even a prepaid service. I know this message will not at all harm Verizon as they are a billion dollar company (they are a billion dollar company because people like me) that doesn't give a flying ** about their customers. Trust me, do not get service. At this time, I will be doing everything in my power to make Verizon wireless pay for all their mistakes such as: Pertaining charges for phone replace: called over 9 times just for this issue and nobody was able to answer, why until the 10th time. I swear to everyone, on one of the calls I have been placed on hold from 8:30pm until closing which was Verizon's intent. Because of this one issue I have spent over 24 hours on the phone. Since I have unlimited data, Verizon wireless treats me like crap and they always try to do things to get me off of the unlimited. For example, the Verizon representative stated that I can lower my data to compensate for the $499 charge for the phone replacement. Poor customer service.

On second account, Verizon has over charged me for equipment which I was actually notified by Verizon that someone in telesales has done some fraud on my account. As of today that issue still has not been resolved. After speaking to managers they would state that they will call me back. Not one of them has ever called me back. Verizon reps are not consistent. Due to the fraud issue on my account, Verizon wireless has requested that I send them my bank statements and other items. This request was sent to me via email. Come to find out, Verizon wireless is not able to ask for personal information such as that. There is many more issues than above, if I explain in detail every issue I had with them it would take me hours. One thing, people usually don't complain if service is good but when it's bad they do. I, in the other hand am not like that, in the past over 2 years ago I would write good reviews about Verizon wireless as service was great. Now for the past 2 years it's been terrible, I can say one of the worse companies ever dealt with.

I am going to obtain service to make Verizon accountable for everything I went through including all my time spent dealing with them, trust me. I will do everything in my power to have as many customers as I can cancel their service as I will (will be porting my phone numbers with at&t). In my employment I know over 30 people which most and all respect me in many ways, I will do everything to have them change carriers. I have a very large family and I can say that I will have all family members change carriers as well. I am obtaining a lawyer for many reasons towards Verizon wireless, I will make them pay legally.

None told me of the rule that forces any wireless provider that a 911 call must be transmitted even no plan existed. Spent hrs with various customer service personnel including supervisors. Stubbornly, they refused to allow me to go back to the original plan I had despite the fact I was falsely made to purchase first another smart line then a dumb line. To make things worse, after 2 and a half months of being charged for that additional line, it was discovered that this line was never activated, meaning service charged was never rendered. What one to do? Sue? Cancel and then sue? Cancel, pay the penalty and then sue? What is the best action available? Thanks, anyone.

My daughter's number is ** and I think her account goes back around 10 years or more. She has paid your company in excess of $10,000 to $15,000 over that period of time. You will see that our phone bills are paid in full - much of the time in advance of the due date. I mention this by way of showing that we are long term loyal paying customers who, I believe, are owed a great deal of consideration when we bring any matter to your attention.

My daughter owned a automobile which had a Motorola Telephone in the console. That phone number was **. On February 13th, 2012 my daughter traded in her car and could not use the phone in the new car so she left it with the car. She called Verizon to tell them that she would not be using it any longer and for some reason, she was advised to just let the contract expire. I am not sure if they were suggesting that this was cheaper than the termination fee or what. In any event, she repeatedly called Verizon attempting to end this phone number but was told to just wait until the contract expires which I understand was sometime in April of 2013. She was not told that she had to do anything to prevent the contract from automatically renewing.

In my conversation with Verizon today, it looks like the billing between February 13th, 2012 and April of 2013 was somewhere in the area of $479.00 +/- for this line. It also appears that after that date the contract was apparently automatically renewed at a cost of somewhere around $35 per month for another 17 months -- Total of $595.00+/-. All in all, it looks like the charge was in excess of $1,000 for no service at all. It obviously cost Verizon absolutely nothing for keeping this phone number on their books.

Somehow there was a miscommunication here. My daughter does not lie. She said she tried numerous times by phone and in person at one of your stores to resolve this. Obviously the charge for the extra line was on the bill but she, like so many of your customers I am sure, does not look into the detail of every bill - she has more to her life than her Verizon bill. I have a hard time doing that as well - same as with the Comcast bills. Both your companies make the bills so complicated that one tends to just trust that it is in order and pay the bill.

My daughter tells me that she pays her bills online and that apparently, the format has recently changed. Until recently, what came up was mostly just what was owed versus a breakdown of the different accounts. Regardless of how this came about, I think it is obvious from the lack of activity on that phone since February 13, 2012 that my daughter did not use the phone. The bottom line is that what she did cost Verizon absolutely nothing - not one cent. At the same time, Verizon has been unjustly enriched to the tune of more than $1,000. It is not as though she received any goods and/or services for her $1,000.

If there was a termination penalty for ending that phone early, I am sure it did not amount to $1,000. She was never told that the contract would automatically renew after expiration. You will just have to trust her on that. I think that the length of time that we have been customers and the amount of money we have paid your company has earned us the benefit of the doubt - the presumption that we are telling the truth. Do not question our integrity. Whatever happened to the concept that "The Customer is Always Right"? The fact that our bills are paid in full, and on time, should earn us the presumption that we have a valid complaint.

After all this discussion (about an hour in length today), we were offered a $90 Credit. I reluctantly accepted this because it seemed I was getting nowhere. At the same time, I expressed clearly to your representative my complete dissatisfaction with the outcome. To add insult to injury, after I completed my hour-long call with Verizon, I received an automated call from Verizon asking to survey me on the level of my satisfaction with the Verizon service call. The first question was "Did the Verizon Representative understand your problem and resolve the issue?" or words to that effect. My answer to the machine was "No".

Although I thought the representative understood my problem, I was in no way satisfied with the outcome. The machine then said "I did not get that" and then asked the question again to which I again replied "No" this went on two or three more times until I yelled into the phone the word "NO" as loud as I could. The machine then asked if my response was "No" to which I answered "Yes" - the Machine then said "I did not get that" and asked if I said "Yes" - to which I again said "Yes" prompting the machine to ask again and again. Yes, I found myself in an argument with your machine.

At this point, I had had enough and screamed some obscenity into the phone and hung up -- So much for the "Customer Satisfaction Survey"!! The automated survey is not exactly what I would call a personal touch. You probably need to check with your machine because it may still be asking the same series of questions to a dead line.

When I called Verizon on my daughter's behalf, they were very careful about getting her authorization to speak with me about her account even though she had given her authorization to another representative earlier the same morning. How is it that Verizon needs all kinds of authorizations to look into the account yet none to unilaterally renew a contract? I guess they see that Verizon has nothing to gain by confirming the intention to renew - better to assume that the contract is renewed and get a few more billing cycles. Better not to give the customer the chance to end the account. It seems obvious why the assumption is that the customer wishes to renew.

The point here is simple -- the miscommunication here has only harmed my daughter to the tune of more than $1,000. Verizon has not been harmed in any way. I am sure it cost Verizon nothing to print into her bill a line charging her for this extras line - a line with no activity whatsoever. Verizon got the money and provided no service whatsoever to my daughter.

I think that a fair solution here is not the insulting amount of $90 offered by your representative (I should note that that amount was up from the original $20 dollars offered by the first representative with whom I spoke). A fair solution would be the reimbursement of the $1,000 less whatever a reasonable termination fee would have been on February 12th, 2012 when she had a little more than a year left on her contract. That would be fair. Actually a waiver of that Termination Fee altogether would have been fair considering that she did renew her contract on the ** account. After all she could not be using both phones at once so her overall usage and billable charges remained the same. Think about it.

I think that Verizon's attitude is evidenced by how quickly a live representative picks up the phone -- within seconds -- when the selection is to terminate a service or to add services versus questions about billing and other choices. That is why I select canceling service no matter what the question.

Your company needs to give this some thought because this is obviously unfair and does not ingratiate your company with me, my daughter, and with whomever we speak to about out cell provider. I can tell you now that because of this I will not be so reluctant to discuss other proposals from other wireless companies. I have seen a lot of frustration with your company evidenced by complaints on the Internet. If you want to be another AT&T, just tell us because you seem to be moving that direction. I would like a serious answer from anyone at Verizon. It will be interesting to see how long it takes.

I picked out 2 different phones that I liked. The rep said one was good but the other one they had a lot of complaints about. So, I picked out the one that he recommended. He went to get the phone and came back and said they were out of stock and I would have to wait a week or 10 days for the phone to come in. I did need to switch service right away to keep my same number so I went with the more expensive phone (I wonder if they were told to get rid of the phone that had all the complaints). When I asked the rep if he could check with other stores to see if they had the phone I preferred, he said he knew they were out also, in our area but I could drive the 40 miles to another city that might have them.

I can tell you that the customer service with AirFire was awesome and Verizon should hire some of their people that were laid off. I completed the online survey for Verizon about my experience and gave them a zero which prompted a message that a manager would give me a call to find out why. No phone call yet, either they don't care or they are dealing with so many complaints it takes a while. In my opinion, I don't think they care. By the way, I did call the customer service number from Samsung and asked them why their phones were not compatible. They told me I should go with a different carrier because my phone was compatible. Surprise, surprise.

Call back Monday night, manager confirmed the phone should have been free and after working on my account for 1 hour said I would see the credit on my next statement. Got it yesterday and I'm still on an Edge agreement. Called customer service and they won't stand by previous manager's solution and now it is too late to cancel contract as it had to be done in the first 30 days. How is a company like this allowed to stay in business?

I filed complaints multiple times with the Federal Trade Commission and mentioned it to the NY attorney general office as well and mentioned civil and criminal complaint for continued harassment. I am posting on here as well so others know what happened. I don't know if they will ever stop calling and I received multiple calls for several days and am livid this company has the ability to do that without civil and criminal penalties.

So, I called them about this text message and they told me not to worry about it, as it probably just wasn't "scanned in" yet. Another two weeks go by, I receive another text message instructing me to send the old phone back. Again, I called their customer service and was told the same thing... again. You mean to tell me that it takes them 3 weeks to check a phone in? Give me a break! After being put on hold and speaking with the finance department and a "supervisor" - I was told this charge would not appear on my bill. Well, lo and behold. There is an equipment charge on my bill for the phone I supposedly didn't return. I called in a third time and was told that an investigation would be open and I would receive the results within 48 hours. This was 3 days ago. What is there to investigate? THEIR pre-paid tracking label was used and it clearly shows that the phone was delivered.

I called back today, inquiring about the results of their "investigation" and am now being told that the investigation will not be complete until approximately August 8th and in the meantime, if I do not pay these erroneous equipment charges, they may suspend my service. Are you kidding me!? Because they can't find the phone I sent back, I have to pay? Something doesn't sound right here. I am considering just putting it on a credit card and then disputing it with my credit card company since I do have the tracking number and a case number. I am planning on telling the credit card company that I only paid it to avoid having my service interrupted. I also don't want something as ridiculous as this ruining my credit! After I dispute the charge, I plan on dropping Verizon all together. If I have to pay an early termination fee, it will be worth it in the long run.

I wish this company actually cared about losing my business, but clearly, they do not care about their customers at all. If they did, I wouldn't be in this predicament right now. And to think, I was going to have Fios installed at my new house... Not anymore! I want nothing to do with Verizon. Judging by all of the complaints on this site, this horrible company better start caring about its customers a little more because without customers, there is no company. If anyone is planning on switching to Verizon or if you already have them and are considering the Edge Program, please do yourself a favor and stay far, far away! The whole thing is very shady and I refuse to waste any more time, money, or energy dealing with Verizon!

As of today, was told nothing they can do about my $2,523.00 bill due. The salesperson misrepresented the service and jet pack device so I have referred this to the Ohio Attorney General for further investigation. Never changed how internet used, changed nothing but providers and look where I am. I've been a customer since 1991 (prior GTE), unbelievable.

On June 27th, I went into Verizon to start new service, I was informed that I owed an additional $125 for the 2 days of service that I had used the previous month I had service. So I paid the $125 to start new service at Verizon, again without having a contract. I just received my first bill which was for 1 day, June 27-June 28, and my bill reflects a charge due of $197.24. Then I just received another bill from June 29-July 29 and I am being charged an additional $165.76, which seems fair for 2 lines of service for a month.

The problem I have is the previous account I had cancelled charge of $125 and the 197.24 for 1 day of service. This is absolutely appalling to pay this! This is fraudulent in every way!! I was also informed that I had to pay 1 month in advance. If this is true, then I paid 1 month in advance for my previous account. Then I also paid $125 for 2 days plus the 1 month advance fee. This cannot be legal. I am going to contact my attorney and file a small claims court suit against Verizon Wireless for fraudulent charges.

On 4/9/14, I wrote and mailed a detailed letter to customer service explaining the problem and requesting that my account be credited for any unsolicited service charges and the plan changed to one that did not auto-activate. Shortly thereafter my account was issued a partial credit. Since there was still an outstanding balance, I again contacted customer service on 7/9/14 and explained the problem once more. I was told I would have to migrate the MIFI device to a prepaid account and request that any current charges reversed. I asked for the transaction to take place and was put on hold. After about 15 minutes the line went dead and I assumed the transaction had taken place as requested. Since that conversation I have received collection phone calls 4-6 a day for the last two weeks. I contacted customer service on 7/26/14 and am waiting to see if they finally get it right.

Specific Complaint: I have spent 8-10 hours of personal time trying to correct a recurring billing issue that never should have happened. I specifically purchased the Verizon device outright to avoid a contract of any kind and yet have been subjected to recurring billing anyway. This is obviously a back door attempt by Verizon to lock me into a de facto contract against my will. In addition, my wife and I have fielded numerous automated collection calls (4-6 daily) which is harassment in and of itself. In summary Verizon's actions if not already illegal, certainly should be. Although their customer service reps are friendly, the overall follow through has been dismal. At this point, I would advise any potential customer to take a "Buyer beware" approach with Verizon.

The first months bill includes $40.00 per phone for month in advance line access. (This includes my son who has been a customer for 2 years) when I called the billing department to ask about the charges, I was told they have customers pay a month in advance in case there is a financial hardship during the contract period. MY FIRST BILL IS DOUBLE WHAT I THOUGHT IT WAS GOING TO BE- FINANCIAL HARDSHIP CAUSED BY VERIZON WIRELESS!!!!!!!!!

Verizon was also offering referral bonuses. When I called customer service I was told that since we were added to my sons line, that no one was qualified for the referral discount.

It seems Verizon will take all your money and does not care about anybody but themselves. If I had known how much I would spent and how bad I would be treated by Verizon within a months time, I would never have switched. US Cellular was much better with their customer care and I will make sure everyone that talks about their cell phone knows, that Verizon is a horrible company and that they should go with US Cellular. I will say, that the people I dealt with were wonderful, it is Verizon's policies that need improvement.

I have also heard the same crap from the people at Verizon stating how they "feel" for me, but there is nothing they could do. They are my charges and they are not fraudulent. HOW can they tell that??? Many of their representatives were shocked at the amount of usage stating, "WOW". I will now suffer having my credit ruined for something I did not do.

Verizon is very unethical, and I will be filing with the BBB. Customer service always had the same response - "You must be streaming (didn't even know what that was), you must be gaming, you must be using Netflix." None of which I do. I don't even have a Facebook. We are not internet users. When they reset my system, we only used 2GB in 20 days. When I went into the Verizon store, they told me they could put a block on the Wi-Fi once it reached our 20GB, yet customer service told us many times this could not be done. WHO REALLY KNOWS WHAT'S GOING ON WITH VERIZON??? They are truly criminals, unethical, and should be stopped.

One of their customer service people told me that "unfortunately store staff do stretch the truth sometimes to get points during a promotional campaign". The person in the store told me "just put the extra phone in your closet - it will save you money in the long run - it is a great promotion." Lies Lies Lies and more lies. Unfortunately the same thing happened to a friend of mine at the same store. Now that I have escalated my complaint they are REFUSING to take the disconnect fee off of my bill saying: "you signed a contract:" A signed a contract after being verbally lied to by one of their employees - then I was told by one of their customer service staff there would be no disconnect fee and now they are not honoring their own customer service staff's promise. Shame on you Verizon. Your ethics are non existent!

Finally nearly lost my job for missing a weather emergency on call duty. I called again to report and find out what happened. I was told that there is a body of water near or around me and that the next tower is 6-7 miles away from my home locations, to solve the solutions to this issue is to buy an extender that would cost me $250.!!! I told them that I cannot afford to pay them any more money than I'm already paying for the service of 4 cell phones. I was also told by one of the many customer service that since I don't have good signal/services in my home location that Verizon cannot hold me accountable for my contracts. It's too good to be true. I wish I never have started having Cellphones, now people seem to cannot live without. What can I do? Either barely nothing or nothing at all.

My husband and I, we got new phones from Verizon and, when my husband and I try to call each other near home, our calls would get dropped all the time. But if we are out of our area, it's fine. IN meantime, we had to purchased a Bluetooth box that would help us get connected around our area when we need it. That Box was $250.00. We had a limited time to keep and see if it would work and if not, we could turn it back in and get a refund. We forgot the limit date to turn it back in and so we lost $250. I'm not happy because we've spent more money on Verizon than we expected and that is definitely not acceptable in our budget.

I called the executive office and said we need a new one STAT, but the guy - if it was a guy - was like a parrot repeating the same thing over and over, "It will work. I am sure it will work. We cannot do anything." Yet I have EVIDENCE/KNOW that it does NOT work. 1. The sales manager SAYS SO. 2. We know from experience. 3. The NEW manual has the international calling feature STRIPPED out after an upgrade/down grade by Verizon THAT THEY DID WITHOUT TELLING US.

We called Fox 5 news, then Verizon called us and said we will fix this, but YET AFTER 2 MONTHS NO "FIX" ready. VERIZON SHOULD BE ASHAMED OF THEMSELVES! Really treating customers like this. The market needs more competition so they do not get away with this. Verizon gets one star due to strong signals, the rest not so much.

She received the second bill in the amount of $340.00, she paid that in full. The third bill she received was in the amount of $348.00. During the course of three months, my mom Samsung Galaxy S4 phone has been overheating. She notified Verizon about it, and they sent her a replacement battery with a $10.00 charge. The problem still existed and she told Verizon that her phone is still overheating. They offered to send her a replacement phone and told her to send the old one back once she get the replacement phone.

Verizon sent my mom the front cover of another Samsung Galaxy S4. Verizon told my mom to send the old phone cover back and if she didn't send the cover they would charge her $500.00 for it. My mom sent the cover back and her phone still was overheating. She asked Verizon could she get another phone from another brand. Verizon told her she had to pay for a brand new phone despite the overheating. My mom did not pay the third bill and Verizon disconnected all our phones. They allowed us to receive calls but we couldn't call out. Then they just eventually disconnected the phones altogether. All of that money my mom lost could of been used for something else.

Before we left that Verizon store, we were aware that we was under the Verizon Edge 160 plan for four phones. When my mom talked to Customer Service, someone told her we were under the More Everything Unlimited Talk and Text while sharing 10gb of data amongst all phones. All of our phones were connected to the Wifi in the house and Verizon insisted that we were going over our data. If you are going to get a family plan with Verizon, please be prepared to spend a lot of money and get treated like you're not human.

I checked my data usage and it said that Amazon Music had used over 6 gigs of data in that one night. I got on the Verizon website and checked my data usage and again it showed all the data usage for the early morning hours of July 13th around 1am to 3am (while I was sleeping!). So I contacted customer support. I was honest with them. I said that my phone claims it was Amazon Music but that I was asleep and not using the app. That I hadn't used it for anything, and that my amazon records show just that one song download from earlier in the day. That I didn't understand how it could have racked up over 6 gigs doing nothing.

The first rep I spoke to said she was sorry, that she'd be upset too (they all say this...I think the scripted answers pissed me off the most) and that she would look into it. She promised to email me with what she found out and what I should do. So I waited. I got no email. So I contacted customer service again. The second rep was very condescending, spoke to me like I didn't understand how to use my phone and what uses data, then told me I had to wait until my bill processes and if the overage charges are there to contact them again.

But this is where I get really angry. The third person I spoke to claimed that the data was used over the course of the month of service, that none of it was used in a single night, and so the charges are owed and I have to pay them. I'm not an idiot, and I'm not a liar. I SAW my data usage on both Verizon and my phone and they both said the data was wracked up between 1am and 3am the night of the 12th. I wish I had printed them as proof but I didn't have that foresight. NOW my Verizon account shows the data being spread out over the month, and I can't get to my last billing usage data on my phone, so I have no way to prove they are making me out to be a liar. But I ask you...if I had used up that data over the course of the month, why did I get all those texts in one night? Why didn't I get a text warning me I was going over earlier in the billing cycle when they claim I went over? Why didn't I get texts constantly telling me I was over, or going over, then? Why did they all come in a single night at the time my phone and Verizon originally said it was all in that 2 hour period?

Their customer service is rude, condescending, and scripted. I've been a good, loyal customer. I've never had to contact customer support before this. I've never gone over my data, text, or minute usage since getting a smart phone (that's how long I was with Verizon--my family had Verizon before there was even data options, when phones just did text and talk). But none of that matters to them. So I have to pay $70 in overage charges on top of my existing bill, about $165 total. If I could afford to I'd also pay the $170 it would cost me to cancel my contract and be done with them.

This "shift manager", ** told me that a flip phone would not be any cheaper - "out the door or monthly." Was told I could be "out the door" for $80 and some change and that my monthly bill would decrease $5/month as I would be removed from being under contract. I was given a receipt showing I paid my $80+ in full with a notice that I could cancel within 14 days with no penalties. The problem is, I received my first bill after this transaction on 7/10/14. It was then that I found out I was signed into an in-house finance program for $399+ phone, insurance was added to my bill (there went the $5 decrease!), and despite their generous $10 discount for data charges, my bill increased $20.18/month!

NO ONE EVER TOLD ME I WAS BEING SIGNED UP FOR FINANCING A NEARLY $400 PHONE! In fact, when I was told to give my electronic signature, I was told it was the agreement removing me from being under contract! The part about obligating me to the in-house financing of a new phone was NOT MENTIONED EVER! Of course, they have the upper hand. Everything is computerized. You don't get to see the whole 2 or 3 page document you are electronically signing. They just tell you what they only want to tell you. When I called customer service in Georgia to complain, the lady said I needed to go back to the store. "There's nothing we can do about it." She also said, "I hate the way the stores do customers like that." So, at my first opportunity (meaning when I wasn't working), I went back to the Paris TN store; Monday 7/14/14.

The "manager" ** gave me a copy of the agreement I had signed thinking that I was agreeing to be changed from contract to no contract. In addition, it was an agreement to participate in an in-house financing! Despite my insistence and my showing her the "zeroed out" receipt I had, she said, "Your bill only went up $20 a month." Then she had the audacity to ask me if I wanted to upgrade my Jet Pack for Internet, "We have a promotion this month where it would only cost a $1." The first time she asked, I didn't respond. Then after she told me that "** did the best she could do for you. You weren't due an upgrade." (WRONG!-she finally concurred!) And, "You would've had to pay the early termination fee." (WRONG again!-she finally concurred!)

She asked me again if I wanted to purchase the upgraded Jet Pack. I just looked at her in disbelief, shook my head no, and walked off. The nerve!!! As soon as I am out from under this agreement (that I was never informed I was agreeing to), I will drop Verizon like the proverbial hot potato. After 10+ years, this is how you get treated; it's shameful. I will never again use Verizon nor any of its subsidiaries. If at any time, a class action suit comes against them for their business practices, I'll be one of the first in line!

Bandwidth.com check that out fcc. Is it legal. Idk. If so I'm in. If not we'll at least Verizon is caught. Verizon and Lois Lerner. Lots in common. Shame. In God I trust. Play honest and fair see this country turn around by turning back to God and beg for mercy. Greed is destroying our beautiful free country. Shame shame shame. LORD HAVE MERCY.

Thu 3/27/14: I visited a Verizon Wireless store to upgrade my phone, but I went totally unprepared to engage with a slick salesperson. It did not occur to me that I needed to guard against getting hoodwinked, because upgrading my phone had always been a routine process. Also, since I had been getting a single bill for my landline and mobile services, I was not aware that Verizon and Verizon Wireless were now separate entities. Therefore I was not aware that a change regarding my home phone would completely severe my relationship with Verizon and upend the quality of service I was getting from them.

I brought my latest bill with me to expedite the process of exchanging pertinent information. The salesperson looked at the bill and exclaimed that I could save money. I ended up being sold a 4-line More Everything plan that included (1) the phone, (2) a mobile hotspot (which I liked), (3) a cellular modem for my computer, and (4) a device called the Home Phone Connect (HPC) for my landline. I was dubious about replacing my unlimited data with this new plans 1 gigabyte of data. But I was assured that 1 gigabyte could fit my needs. Since I thought that Verizon and Verizon Wireless were the same company, I thought that the cellular modem and HPC were just replacement devices for my Verizon service. I did not know that I would be terminating my Verizon service and signing up for devices that involved Early Termination Fees (ETF).

When I was asked to sign my name on the salesperson's iPad and was told that the paperwork would be emailed to me, I thought I was merely signing my credit card receipt. If I had known that I was signing a contract for the cellular modem and HPC that involved ETFs, I would have backed out. It was not explained to me what I was signing, and I was not offered a chance to read it (In contrast the T-Mobile salespersons made sure that I read everything before signing).

Fri 3/28/14: After reading the morning paper with my iPad Wall Street Journal app, I was shocked to see an email alerting me that I had exceeded my data allowance. The email advised me to increase my data plan to avoid an overage charge. I increased the plan to 2 gigabytes. My promised savings had thereby shrunk!

Sat 3/29/14: I took the cellular modem and HPC to the Verizon store to return them and revert back to Verizon's copper line and unlimited data. After the salesperson spoke with the store manager, I was told that they concluded that the email alert must have been in error because I could not have used all my data. I was told that 2 gigabytes was more than enough for normal computing, and besides I could bring in a bill and have glitches corrected. Not believing that I would be willfully misled, I fell for that explanation.

Wed 4/2/14: I received another shocking email alert about exceeding my data allowance and that I should increase my data plan to avoid overage charges. Examination of my data usage indicated that the iPad Wall Street Journal app was using a quarter gigabyte per day. Still relying on the veracity of the Verizon Wireless salespersons, I concluded that this could not be correct. I figured that perhaps a calculation involving prorated data usage was amiss. I decided to wait until the start of my full monthly cycle on 4/7 to examine the readings on my data usage.

Besides the data usage headache, it had become clear that the HPC had three significant shortcomings. They were (1) inferior sound quality, (2) inability to fax, and (3) the Caller ID displayed the number only no name. The third shortcoming was extremely maddening, because even though my number is on the Do Not Call list, I still get numerous junk phone calls. I routinely ignore calls that show Unavailable or something similar. Screening calls became surprising difficult with the HPC. I was avoiding legitimate calls whose number I did not immediately recognize. And I was picking up (and immediately hanging up) on junk calls with a local area code.

Tue 4/8/14: On this new monthly cycle, I checked my data usage and saw that my iPad Wall Street Journal app was indeed using a quarter gigabyte per day for one and a half gigabytes per week. My other computer usage was a quarter gigabyte per week. It became clear that I had been misled, and that a limited data plan though OK for a mobile phone was totally inappropriate for combined phone and home computing usage.

Wed 4/9/14: I called Verizon to get back my superior landline service with unlimited data. Tue 4/15/14: A Verizon technician got me back onto Verizon. I felt relieved! It was like welcoming back an old friend whom I had unwisely underappreciated. I no longer had to guess whether or not a call was a junk phone call. I no longer had to curtail my everyday computer and iPad activities out of concern over data limits. I could tell from phone conversations that the technician had with his coworkers that they considered the Verizon Wireless HPC to be crap. I called Verizon Wireless to get the cheapest plan possible. The plan included a quarter gigabyte of data, but the representative gave me a bonus allotment of an extra gigabyte. So at this point I felt that I was in a good situation. I had landline and mobile service appropriate for me at a cost much less than my cost before the start of this bad experience.

Thu 4/17/14: I noticed on my Verizon Wireless bill that the salesperson had added extended warranties for the phone and mobile hotspot to my plan without my knowledge. I called Verizon Wireless to get them dropped. Also that day, I opted out of having Verizon Wireless retain my checking account and bank routing numbers.

Mon 5/12/14: I saw on my bill that Verizon Wireless had charged me an Early Termination Fee for reverting back to Verizon. This was truly an insult upon injury! After being hoodwinked into a frustratingly inadequate home phone service plan and then misled when I came to return it two days later, they were penalizing me for reverting back to a service that made sense for me. Essentially, Verizon Wireless sets up a Berlin Wall to discourage people from escaping, rather than offering something that would encourage people to stay.

Tue 5/13/14: I returned to the Verizon Wireless store to demand that they drop the ETF. But first I had to get past someone who fed me the line that they could save me money on TV service, which was the same line with which I had already been duped (Be prepared to be hustled at a Verizon Wireless store, especially if they feed you this line). I explained the following to the person who waited on me: (1) It was not made clear to me that I was signing a contract for the HPC; I thought I was signing a credit card receipt. (2) I was misled about the adequacy of a 2 gigabyte data plan, when I came to return the HPC and cellular modem. (3) The HPC has inferior sound quality. (4) The HPC lacks a fax capability. (5) The HPC lacks a genuine Caller ID capability.

After the person spoke with the manager, I was told that the manager was on a conference call and that I would receive a call around 4:00pm. I rehashed my experiences to the manager later that day. The manager essentially told me that I should have known that I was signing a contract. I was told that the ETF would not be dropped, but the restocking fee would be waived if I returned the HPC device. I stated that I intended to terminate all services. The manager's response was No problem.

Fri 5/16/14: I called Verizon Wireless to terminate my remaining three services. I rehashed my experiences to the service representative's obligatory why question. The representative informed me that services will automatically get dropped when I transfer to another carrier. Later that day I received an automated call from Verizon Wireless Customer Survey. I gave a zero to the likelihood that I would recommend Verizon Wireless, and then summarized my experiences for the obligatory why question. I received no further feedback. Apparently Verizon Wireless has no process for attending to an aggrieved customer who for 18 years paid each bill shortly after it arrived.

Thu 5/22/14: I visited a T-Mobile store this time with my guard up to inquire about their We Pay Your ETFs promotion. I was pleasantly surprised to find a totally different corporate culture. The salespersons related to me as a human being rather than as a potential dupe. I transferred my phone and mobile hotspot services to T-Mobile; so they will pay those two ETFs. Perhaps having some awareness of the anti-customer culture at Verizon Wireless, the salesperson said that now I no longer had to deal with them. Unfortunately I still had to have one more interaction with Verizon Wireless, because I had to terminate the cellular modem service.

Fri 5/30/14: I called Verizon Wireless to terminate my remaining service. To my surprise, upon answering the obligatory why question, the service representative expressed some empathy. The representative (1) apologized for my bad experiences, (2) noted that I had been a good customer since 1996, and (3) asked if there was something that could be done to keep me with Verizon Wireless. However it was too late; I had already switched to T-Mobile.

Ironically if I had spoken with this representative earlier, I would probably still be with Verizon Wireless. I really liked the cellular modem. More than just a portable broadband wireless connection, it also provided a portable broadband Ethernet connection. So if needed, I could have had a broadband connection wherever I was whether or not a particular computer had a wireless antenna. Before switching I would have been willing to negotiate over the possibility of adding more bonus data to my monthly allotment. In closing, here are some reasons why a Verizon Wireless customer should consider switching to T-Mobile:

T-Mobile will pay your ETFs. In contrast to corporate culture at Verizon Wireless, T-Mobile is customer friendly (Admittedly, a high confidence conclusion cannot be drawn from my small data set. I could have unluckily chosen an anomalously anti-customer Verizon Wireless store). T-Mobile will pay your ETFs. T-Mobile's hotspot device is nice. It can be tethered to deliver wireless broadband to a computer that lacks a wireless antenna. Or while tethered it can act as an external storage device. Also it has a large capacity battery, so it can charge or power other devices.

Call forwarding with T-Mobile is extremely flexible. With Verizon Wireless, when I was home and wanted to receive calls to my mobile phone on my landline with my mobile phone turned off, I had to unconditionally forward my calls. Then I had to remember to turn off call forwarding, when I left the house. In contrast T-Mobile has four call forwarding modes: (a) unconditional, (b) busy, (c) don't answer, and (d) unavailable (phone turned off). So in just one simple operation I was able to set modes 2 4 on my T-Mobile phone to forward calls to my landline. Now I no longer have to play the game of turning call forwarding on and off. Calls to my mobile phone automatically go to my mobile phone when it is on and to my landline when it is off. .You can make calls over WiFi with T-Mobile. So if WiFi is available, you have coverage. And lastly, T-Mobile will pay your ETFs.

Trip to the store: Drove an hour only to be told by the store rep that there were NO NOTES on my account about the issue and there was nothing he could do to help me. The store was closing in 20 mins and customer support seems to take 45 minutes minimum to resolve anything, so I left.

Call 2: Asked a woman to speak to a supervisor. She put me on hold for a long time, came back and said they were all busy right now, would I like to leave my complaint with her? I said no thank you, I will keep waiting. She said ok, and proceeded to hang up.

Call 3: Asked a different woman to speak to a supervisor, she told me that since I wasn't an authorized user I could not speak to one... lol ok. Had my SO call and authorize me.

Call 4: Asked a guy to speak to a manager. He insisted on taking the complaint himself. Why would I trust someone to take a complaint about their colleague possibly sitting a few desks away? It sounded like he was making progress... then he hung up too.

Call 5: Asked yet another woman to speak to the manager. She demanded a reason, I told her it was to make a complaint and she told me about a dozen times that the managers would just tell her to take the complaint. I insisted, she refused... Finally I threatened to close all of our accounts unless she let me spoke to a manager. She said they couldn't right now since the office was closing soon, but that one would call me within 24-48 hours. I'd bet my life savings that this never happens. Tried to talk to her about the original upgrade issue and she said her system had suddenly crashed and that I'd have to call back the next day. Absolutely unreal how horrible their customer support is. Will be switching to T-Mobile immediately.

After contacting tech support and asking if I should shut it off, they told me to leave it on so that they could research the problem and find the cause. Later tech support agreed the device was faulty. A Tech support person whose phone # I still have, asked me to reset the hotspot and later decided to send me a new one as the problem continued. He told me repeatedly to not worry about the charges and that Verizon would cover the massive data usage and sent me a text to that effect which I still have on my phone. The massive data usage no longer occurred.

A few weeks later, I received a bill from Verizon for over $600 of which $390 was for 30 GB of excess data usage. After hours of phone calls, Verizon credited my account for $140 and insisted that I pay the additional $250. They stated that I had used the data and the original device was fine and the data use was valid...Of course I protested vehemently to numerous phone agents but with little results. I am nearly 73 years old, do not download or upload movies or any other material, do not have a Bluetooth device in my RV and use two small laptops while on the road. My hotspot is password protected and my network computer history shows no sign of a breach.

I have been a Verizon customer for nearly 20 years and after talking with several supervisors, that is the best Verizon would offer. Of course, I paid the bill to protect my good credit and now will initiate a small claims suit against Verizon to recover my money. What a terrible company to deal with and after all these years of never once missing a payment. They may have good coverage but their policies and customer treatment is terrible. If you have a choice, contract with some other service. In my opinion, Verizon has grown to be so large that they no longer care about losing any one customer. I am just a drop in the gigantic financial bucket for them and their only concern appears to be the bottom line.

The screenshot of the follow up email for the initial offer: I denied the offer and told them I will be still paying much more than I paid to T-Mobile. The Rep asked me what else they could do to bring me back to Verizon. I told them addition to those offer, if they could give me $100 more credit, I would consider to go back to Verizon. The Rep said she needed to check with her supervisor and call me back in 10 mins. And after 10 mins, she called me back and confirmed everything and ported me back from T-Mobile.

So the complete package will be $100 + $100 credit for reactive the account, $100 credit for trade-in the phone I got from T-Mobile (They also mentioned in order to get $100 credit, the phone has to be a smart phone. Also they confirmed that I could trade in any smart phone to get this $100 credit. And this became the major problem now with Verizon), waive $350 ETF, waive $35 for activation fee (Not the initial activation fee, it's the RE-activation fee), Put me in month to month plan and no longer in any of the contract.

Before that I also asked how to trade in my to get this $100 credit and she told me to wait for an email for detail instruction. After about two to three weeks, I hadn’t received any email regarding the trade in. So I chatted with an online Rep for getting the details. Initially, the Rep told me my phone is only worth $8 for trade in. But after I told him/her the details, he/she confirmed that I could trade in any smartphone to get this $100 credit. I also asked if I need to mention anything to the store member for getting this credit. He/she told me to mention a promotion called “Trade-in to Trade-up”. After the chat I tried to email the conversation to me, but I never got the email. But I believe Verizon should have all chat log saved in their system.

But when I brought my T-Mobile phone to Verizon Store and told them the promotion, the store manager said the promotion had been ended about couple months ago. And they are not able to give me the $100 credit. But they are able to see total $300 credit in my account with $200 had already been approved and another $100 was still pending. (Other $350 and $35 were already showed up in my account.) They told me they are not sure about why the $100 credit is in pending and there were no more comments on it. They asked me to wait for a week, and go to check with them again.

After a week, I emailed them to check the status, but didn’t get any response as the store member was in vacation. Finally catch the store member who assisted me earlier on 7/8. She still saw the $100 pending and she connected me to a phone Rep. After told them the whole story, the phone rep still not be able to confirm the trade in promotion and transferred me to another department. The guy from that department was so rude and said they usually offer $200 include trade in for bring the customer back. And they will not give me $300 in totally. And he also said if I want to disconnect the service with Verizon, they will take all the credit back includes the $200, ETF and activation fee.

I was pissed off and asked to transfer to his manager. The manager told me they won’t take the credit back if I ask to disconnect. Since they already give me the credit back and ask me the whole story. Again I have to spend 10 mins to let him understand the whole story. But still he said they could not give this $100 credit for trade-in. And told me again and again, they usually offer $200 for bringing customer back. Unfortunately, my call got disconnected after total 2 hours call. I was so tired with these conversations and did have my issue resolved.

After about an hour, I called to cancel my Verizon service. And I again have to tell her the whole story. She asked me if I saved the earlier chat then she could find out the details about this $100 trade in offer. I said I didn't have the conversation saved, but she said she is able to find the chat in their system. She asked me to wait for her to read the conversation and AGAIN the call got disconnected.

Today (7/10), I received an email from Verizon for an update for my account. They add a 2 years contract without my acknowledgement. Here are the details: Thank you for your continued loyalty to Verizon Wireless. This letter confirms an update made to your account information for wireless number (971) ** on July 8, 2014. We have also listed the details concerning your wireless service below. For additional details regarding your service, please refer to the back of this letter. Important cancellation information - If you decide to cancel your service prior to May 30, 2016, an early termination fee of up to $175 will apply. For details, please review the "What Happens if My Postpay Service is Canceled Before the End of My Contract Term?" section of your Customer Agreement. Also attached a screenshot from the reactivation agreement. This is so ridiculous. I’m really angry about their customer service. Please help.

P.S. after reading these reviews that other people are posting, I am baffled. What kind of reps do you get? What attitude do you portray? I swear, I speak to JP Morgan, Verizon, Allstate, Comcast, and my utility companies in the most respectful and decent manner (as anyone in a direct conversation would), and each and everyone of them seem to go above and beyond for me. Every company fully discloses information to you, my energy bill has a tiered structure and gives discounts if I use less during certain hours, take some time, read what you are agreeing to and signing. I guarantee you will be a whole lot happier and have much less stress.

Well four months later I go back to Verizon and speak to Tim our salesman and he can't still believe we have not got a credit. He gets on the phone and the rep said, "it was only through the 17 for the free activation," and he said, "no it was through the end of the month." Well they still owe me over $80 in credits, but yet they text you got that money when the bill is due. This still is not resolved and I'm about ready to go back to Sprint which has way better plans anyhow. As far as internet, that I was informed wrong on too, and had to add more to my son's data plan!

I went into that store today and talked to Edward, the manager on duty. I told him what happened and was hoping we could get this resolved. He proceeded to tell me that it was my fault that there was a miscommunication and I should have specifically asked how much it would cost to cancel both plans (Which my wife and I specifically asked when we talked to Ray, but Edward did not want to hear it). Edward was of no help to me, presumably because I had already cancelled my plan so he clearly did not care one bit about what I had to say. As I explained to him, I would now have to come up with $120 to pay Verizon for something that was clearly their fault because of the miscommunication. He said yes and it was not his fault.

I work in customer service and this is hands down the worst customer service I have ever received. I have been with Verizon for 14 years. I have recruited my family and my wife to Verizon. I can honestly say that I regret that. I know my wife and I will never use Verizon again, and we will also be cancelling our Verizon TV and internet. I really can't believe a company would let their employees talk to customers the way Edward talked to me, and he is a manager no less! Now I know this will not get to the company and nobody will contact me about this issue. This is not the first time I have had a complaint with Verizon and have not gotten it resolved. Their way of resolving issues is to ignore it until it goes away. I just hope someone reads this and realizes this a horrible company and nobody should be subjected to their customer service techniques.

One "Manager" named "Venicia" was crabby, confrontational and had a severe attitude. She even hung up on us and left a message on our phone that we were "disconnected". IT WAS A LANDLINE>>>YOU DON'T GET DISCONNECTED ON A LANDLINE. She didn't leave her number and said she would call back... SHE Never called back. I HONESTLY believe they do it on purpose... I wonder how many people just give up... DON'T GIVE UP if they are trying to cheat you too. Verizon will LIE and tell you it's fixed and say they noted the account, but they won't. VERIZON SHOULD BE ASHAMED OF CHEATING THEIR CUSTOMERS!!!! Don't "EDGE UP"... Let your contract expire and find new cell service with some other company.

After 3 more days, I called back and Sonya with Verizon Corporate offered to meet me halfway on the bill. I told her no because I did my part and sent the phone back to her. They have refused to make it right and I do not have 658.00 to give them. Where is my phone and why wasn't it sent back to me. Who can I hold accountable - none of these questions were answered. I will lose my service and be charged fees for their neglect.

Without ever transferring my old number over to the MotoX or doing anything to show ownership, Verizon immediately changed my upgrade to two years ahead. In other words, even though I returned the phone, I could not shop for another phone. Two calls to Verizon were interesting. One rep said I had to call Motorola and have them clear the transaction before they would give me my upgrade date back and another rep indicated once Motorola receives the phone, it immediately gets scanned and Verizon will remove the phone from my account. Mind you, the phone never appeared on my account. Just the upgrade date was changed two years ahead. The picture of the phone still showed my old Apple iPhone 4s. As I approach almost a week later, the last I heard was Motorola called Verizon trying to get them to release my upgrade date. Motorola informs me it will take another 72 hours possibly.

What a complete nightmare. Before you order anything online, be sure you know where it's coming from and how it can be returned. Your best bet is to stay away from online sales of cell phones and go directly in the store. This way, if it has to be returned, you can just bring it back. They make online buying sound so convenient and so exclusive to discounts but in actuality it's become a maze of refurbished garbage, new phones with two year contracts to suck you in for little to no money and customer service that is slow and incompetent.

This 18 or so year old guy talks me into a HTC phone, with a crappy cover. I believe I had the crap they were not selling at all sold to me. He said the new plan along with me switching Internet to Centurylink would be the same or less than it is now. Long story short, my bill for 4 phones which 3 are rarely used was 260$ per month give or take 10$. Well the next bill was over 1000$, and I talked with them over the phone about it, very pissed. The lady basically strong armed me by phone onto another plan. I was not happy how I was treated and I have the exact time and call # logged for that.

Ok another plan would be just right for you they said, well the next bill was 2115$. WOW, I called today and all I could get was I use a lot of data, everything they could come up was my fault. I said "wait here, when will you blame the 18 yr old kid who sold me the plan to begin with? Had he told me my bill would go up 8 times as much as the old bill, do you ever think I would have went along with it," I told them.. Well after 1 1/2 hours on the phone, they credited me 600$, so making this month's bill $1500. Last time I ever deal with these crooks again! Oh yea, thanks for the loyalty of almost 15 years with them, do you think they care????? NO!!!

I'm not through grumbling about that to them; I'll do my best to dodge a vicious price like that. What on earth am I paying more for less now?

The store was nearly empty so I assumed I would be helped quickly. After waiting for 30 minutes to be called I was asked for my driver's license. As I handed the representative my license he began typing. I assumed he wanted my name for their system. When I asked why he asked for my license he explained that he was going to run a credit check. I told him that I did not want Verizon service at this time and that I was just gathering information. He said "I have to get past this screen". I repeated that I was only there to find out if this particular phone would work on Verizon's network. He explained that he needed to assign an account to me first. I suggested he just try an active SIM card. He shook his head no and insisted that in order to attempt (no guarantee) to provide me an answer to my question that he needed to first run this credit report.

Had I not asked why he wanted my driver's license, there would be a hit on my credit report right now that I would be unaware of, and had not expressly consented to.

Finally today, I was told by a representative to get two old phones, have them activated to prevent the other two phones that are suspended from being reactivated by the unauthorized users! What ever happened to policies and procedures? My account has notations to prevent the suspended lines from being activated without my consent. My next move will be to seek legal counsel, they are obligated to secure my info on file and they have failed to do so. Not to mention the lines are suspended with pay!!! Verizon is a ripoff!!!

Also, despite the fact that I explained the unusual circumstances (I am not just worried about not having a tv -- it is that I am having a party for the World Cup for a particular match) Verizon is still not prepared to get a technician here on time. In fact, after being on the line for two hours, one person told me "it is first come, first served so maybe if you called earlier!" I can't even imagine how a company like this -- unless they have a monopoly which in some places they seem to do -- can survive. How sad it is that American companies have sunk to such a ridiculous level of incompetence.

I did not have overage or any oddities with my data plan until November 2013. I was able to later correlate the data increase to the iOS 7 upgrade. In October 2013, I changed one of the iPhones to a flip phone and then subsequently disconnected the 2nd line so now required a lower data plan. I started with 2 G which wasn't quite enough so I moved to 4G. It was in November that I felt my usage was higher than normal but I elected to just keep an eye on it. I had no changes to my lifestyle that would require more data usage. I am at work 8 hours a day Monday - Friday where I have a solid Wi-Fi Connection and then generally am home after that where I also have Wi-Fi.

There were times that my data plan showed cellular usage when I know I was at home or work and connected to Wi-Fi. After my usage spiked to 6.282 G for the December-January Bill Cycle, I decided to call Verizon Tech Support to open a case for investigation. I made my first call to Verizon tech Support on January 22, 2014 and spoke with a very nice lady named Lynn when I opened ticket # **. I explained the issue EXACTLY as it is documented above and was promised a call back after the investigation was complete no later than the following Tuesday (2/4/14). I never received a call back so I called Tech Support again on January 30, 2014.

When I called back, I spoke with a representative named Ronnie who informed me that my ticket had been closed because there was no billing error to investigate. I am unsure how I could have been any clearer than the information I provided above. I then opened another case #** and explained the same exact story AGAIN. I was promised a call back by February 4, 2014. I never heard back so I called to follow up on the case. I was told that the case had been closed and that the majority of my usage occurred between January 24th, 2014 and January 26th 2014 when I used my phone as a hotspot. The most infuriating part of that call was that I was not even asked if I had ever used my phone as a Hot Spot which I did not. The case was closed based on an assumption and my issue has still not been addressed.

All of the times I have spoken with Tech Support, it has been suggested that I turn off my cellular data when on Wi-Fi. While I appreciate the suggestion, it is not something I want to remember to have to turn off and on when I am on and off Wi-Fi. It's an inconvenience and if the phone worked as it should I wouldn't have to turn the cellular on and off. I never had to do this prior to upgrading to iOS7. As a side note, on January 25, 2014 I took my phone to the Apple Store after reading multiple forum posts on Apple.com and Verizon.com about frustrated customers experiencing the same issue with no answers or assistance from Verizon. The representative at the Apple store told me that the issue was common and that the customers have been backing up their iPhones, erasing the phone and then restoring from the backup. He said that this has solved the data overage as far as he knew.

The next day, I did exactly what the Apple store rep said and lo and behold, NO MORE DATA OVERAGE! I reached out to Verizon 4 times regarding this issue and was beyond frustrated and wasn't sure what other recourse I had to get my data overage charges refunded. The charges were fairly minimal in the scheme of things but it's the principal that my circumstances were assumed when I did ABSOLUTELY nothing out of the ordinary. I ended up still getting nowhere with my requests so I decided to file a complaint with the Better Business Bureau # **. Lo and behold, I was contacted within a week and my issue was resolved with a Verizon rep named Liz ** who issued an $80 credit to my account.

On April 7th, I called Verizon to activate a 2nd line on my account. At the time, I activated a flip phone just to get the number up and running. On April 9th, I went to the Verizon store to change that phone into an iPhone 5c. By the end of that week, I received a text that I was at 50% of my data usage and the new phone had only been active for 3 days. This second phone is being used by the same person that used it on ** and the historical usage may be verified on my account from Feb 2013 - Oct 2013 and prior to that under our parents at **. You will see that neither phone has EVER had excessive usage. The phones TOGETHER have historically remained under 4G of usage.

I immediately recognized the issue and called Verizon (now the 6th time I have spoken to someone about this issue), changed to the 6G plan and asked for a credit based on my previous experience. That weekend, I backed up, erased and restored the phone hoping it would resolve the issue. I watched the data usage and it kept going up. I didn't even have the time or energy to contact Verizon again given my last experience with tech support. The experience is especially infuriating because I work in tech support for a living and know what good support consists of. I emailed Liz ** but after a few days when I didn't receive a response, I called her. By that time, I had done another backup and restore but it still did not resolve the issue. She said I should take the phone to the Verizon store and have it replaced since I was still within by 14 days guarantee.

I brought the phone to the 1633 6th Ave Seattle, WA 98101 Verizon store on April 23rd. After waiting about 30 minutes, I spoke with a rep who I told about my entire previous experience. Quite frankly, he didn't seem to care and suggested I turn off my cellular when on Wi-Fi and that an email might be stuck in the outbox. I had already explained that I didn't want to turn off my cellular when on Wi-Fi so he obviously wasn't listening. He then said one second and went in the back. He came back out and handed me the phone saying his manager said that he couldn't exchange it. I had already explained that I was in there because I was instructed to come in by the Verizon corporate rep, Liz **. He shrugged and asked if I wanted to talk to his manager to which I said yes.

Caleb the store assistant manager then came out and started to tell me the cellular menu on my phone showed high usage. I then told him the above story which will make the 8th time I've told the story. I explained that I wasn't there because I wanted to be but because I was told to come in by the corporate rep. He then offered to check my account and said there weren't notes from her so that he could not exchange the phone because it wasn't defective. He went on to show me the high usage documented in the cellular menu and I AGAIN told him the entire story from above. Ultimately, he ended up being nice but I really got nowhere. He suggested that I make the switch to Android because Apple products were going downhill and proceeded to tell me all about the Verizon Edge plan which still doesn't solve my issue.

A few days later, I was able to get a hold of Liz and explained that the store manager refused to exchange my phone. She sighed heavily and explained that she didn't understand why. I told her that he said there were no notes in the account. I guess the 2 divisions use different systems? Frankly I don't care. Liz said she would escalate the issue and suggested that I take my phone to the Apple store. Again I am unsure this is a specific phone issue and ultimately I don't have the time or the inclination to make a fruitless trip to the Apple store. To talk to a rep at the Apple store, I need to make an appt. and again I might or might not be able to exchange my phone.

I tried for a few days to get a hold of Liz and her voicemail is full. I tried to email and got no response. It has been over a week since I spoke to someone about this rapidly escalating issue. My bill has now been released and the data overages are $100. Still unable to reach Liz, I called Verizon and asked for a manger. I spoke at length with Victoria ** explaining the issue AGAIN (10th time) and she committed to calling my partner around 10am PST to further troubleshoot with her phone. My partner never heard from Victoria or anyone. I emailed Victoria and called customer service and never got anywhere.

I sent Verizon a message on their Facebook because I thought that might be a good forum. Again I was contacted by someone rather sympathetic who PROMISED to look into my issue. When I sent the above information to them, I got a canned response back that said: "Yasmin, thank you for the update. In reviewing your account, there are a number of issues to cover. First, is your 1192 line still experiencing problems? I don't see the behavior that you described since the beginning of your current billing cycle on April 29. I looked at the line itself and noticed that peak episodes of data usage tended to occur on weekends and evenings. The two highest connections were 467MB on 04/18/2014 7:25:53 PM and 432MB on 04/09/2014 9:22:20 PM. Those two events consumed nearly 1GB of data and we need to discuss what was happening and to confirm the phone's settings.

"I am presuming that Wi-Fi was to have been active then, but we will still need to confirm it. We have made attempts to reach Karola to troubleshoot the device but have not been able to make contact. Please have Karola contact us by dialing *611 when convenient if the problem persists. Regarding the bill itself, When you switched to the 6GB plan in anticipation of overage, the change was not able to be backdated to the beginning of your billing cycle. This is not unusual when a new device is activated. The impact of this limitation is that you would not have access to the full 6GB of data, only 3.87GB to be precise. This resulted in 5.5GB of overage charges totaling $90. I am willing to adjust your bill to reflect the full 6GB and issue a $30 credit. Let me know what you decide." - Ron

Please note that no one ever reached out, the phone never rang. So this again is failure to follow through. The issue occurred again last night 5/4 while we were home on Wi-Fi and not really even using the phone. 3.75 of data in a few hours. Per an article I found online, in order to use 2G of data a phone needs to do one of the following which is why I know it's a phone issue: 86 million emails without attachments or 4 million with attachments; 82 hours of streaming music; post 5,200 photos to a social media site; 17-hours of a standard video stream; 7-hours of streaming HD video; download around 500 songs or apps.

I need this issue resolved as soon as possible. At this point, the only acceptable options will be to restore our unlimited data plan which was revoked last year, give us high data limit at the lower cost or let us out of the contract with no early termination fees. The data overage issue is extremely prevalent on the Verizon forums and also on the Apple forums. The fact that the phone might or might not be functioning as expected should not be a headache I, as the customer, has to deal with. Verizon keeps passing the buck and meanwhile customers are not being helped.

I need an acceptable solution immediately. My family has been customers of Verizon for a long time and we would like to maintain our accounts, but if this is not resolved in a timely and acceptable manner, I will be forced to take my business elsewhere and encourage my family to do the same. We have 5 lines between us. I look forward to hearing for a Verizon staff member that can properly address my issue and find a solution. Thank you.

**Update - After filing a complaint with the Attorney General, I was contacted by someone at Verizon Corporate named Monica **. The communication began approximately May 15, 2014. We spoke by phone and I went over all of the details listed above. She apologized which is standard and offered to look into the situation. On May 16, I was told that I would be contacted by a member of tech support to troubleshoot. It was a few days before we were able to connect but he was very nice. All of the suggestions he had to stop the Data Bleed were already in place. We went through settings on the phone and everything was set as suggested.

From there, I followed up and did not hear back until May 21 when a credit of $180.00 was issues to my account. $90 was for data overage and another $90 was for headache/inconvenience. I was told that they wanted some time to deep dive the issue and research my issue. I asked for another update on June 3 and was told that I would receive an update within another week. On June 11th, I received an email from Monica ** asking me to give her a call. After all of that rigmarole and nonsense, the end of the story is that we should turn off cellular data while on Wi-Fi. Well that's where we started when I first reported this issue and I do not find that to be an acceptable solution after 2 MONTHS of being engaged with corporate and deep diving. Especially since this issue did not occur prior to upgrading to iOS 7.

In my call on June 11th, I was also informed that no further credits would be issued for future bills and that this matter is considered closed. I explained to Monica that I had been a customer for 14 years and this was a complete disservice to a longtime customer. I also explained that since no further troubleshooting was going to be done, I wanted to return the iPhone 5c that started this issue and return my secondary line to the original iPhone 4S. She agreed that I would be able to return the phone and nullify the contract. She also stated that I would be issued additional credits for the data overages on the present bill.

She committed to allowing me to return the phone and said that I should receive a FedEx envelope to send it back in the next few days. As of 6/18, I had not received anything in the mail or seen any credits issued. I sent an email to Monica **. Monica sent me a follow-up email to ask me to call her. I had a very busy day and since she is on the east coast, I was not able to make time to speak with her so I asked that she email me her response. She sent me the following email:

"Mrs. **, Everything promised is completed. There was a $165.00 credit applied to your account. This is for overages on your 5-28-2014 invoice. I took the liberty to suppressed your account from collections; to ensure that you do not incur late fees or collections calls should you not remit your payment by the due date of June 23, 2014. There is an outstanding balance in the amount of $193.32. In terms of your request to cancel service with no Early Termination Fee. That request is denied. We certainly value your loyalty, and would like you to remain a customer, however; if you terminate service prior to the end of your contract, you will be assessed penalties in the amount of $490.00.It was my intent to discuss your request personally. I will be providing a response to the various agencies you contacted with my findings and the resolution that was provided. I am in the office and would be more than happy to discuss this matter or any additional concerns."

At this time, she has gone back on her word and continues to hold me to a contract. As of this moment, she said she will allow me to return the phone but the contract stands. This makes no sense. The reason customer enter into a contract is to get a discount on a phone. If I no longer have that phone, I should not be held to a contract. I really want to file a class action case at this point because the forums show this to be an ongoing nuisance with several customers. This is especially an issue because Verizon is not willing to stand behind the devices they sell. If you have any recommendations on the next best steps, I would appreciate the feedback.

The 1st person I spoke with obviously didn't have enough training cause he constantly was asking me to hold and finally hung up on me. He sent a text apologizing and said he would return the call and never did. I finally called back myself and spoke with another agent who also didn't seem to be very knowledgeable in assisting me. I asked him to please not hang up on me and if we did get cut off to please call me back. He too sent a text saying the same thing the last guy did and never returned my call. He and I had actually started with the orders.

The next day I called back in and was assured the orders were in or the phones and that I just had to sign the terms and conditions. Now mind you, no one ever completed the breakdown and disclosures of the complete program. We had discussed the savings of $25 per line however, so I was finally going to save on my bill. When I received the phones, I read the fine print and it said the phone not only had to be in working condition but could not have visual physical damage or cracked screens. This concerned me, so before I sealed my old phone in I called and the gentlemen that assisted me was rude and unhelpful, basically saying a contract is a contract and these are the conditions of the early edge program. On the particular phone, this phone was over 3 years old and definitely was working but not in picture perfect condition due to the cracked screen. I also had another line that had previous reported water damage and the 1st phone also had reported water damage.

This was reported to Verizon but once the phones started back working there was no need to replace them. I did replace one of them with the LG Intuition which was a bad choice. I believe I used up the upgrade on the 1st phone or one of the other 4 lines to do so and it was all bad. The phone overheated constantly as LG phones are known to do and even catch fire and it caused our data to skyrocket another reason our bill was so high. We had been paying for 16G of data as I had to keep upping our plan to avoid overages. I quickly checked my Motorola Razor to see it would come on and did an esn switch while waiting on a warranty replacement and never activated it again! No one bothered to adjust the data or even advise us of the unnecessary data on our plan.

To sum this down, I contacted the corporate office after I had called back and spoke to another agent who also didn't let me speak to a supervisor and continued telling me what he thought I could do instead. It was suggested that I could do an insurance claim and then send them the replacement to avoid the $200 charge which would be inevitable and I felt this was bad business. Again I was losing out all along because I had to turn in 4 phones that were already paid for or free upgrades to get 3 phones at $599 and 1 at $549 and be billed over a 20 month period till they were paid for. The benefit is that it was supposed to lower my bill and I was even told by one rep that they were almost free with the credit monthly.

Now I in turn told him that since I'm no longer under contract with the lines, if I cancelled I would have to pay the full amount. What I realize is this plan is a way to rip people off. If you chose the upgrade your phone after paying 60% you must again trade in a phone without damage and who is to say this would be the case. I tried 4 times to reach the corporate office after speaking with E** and on one call I was told there was no such person there. The second time I did speak with her as she had promised to call me back after I spoke with her and never did. Verizon reps have a habit of this it appears all the way up to the corporate office! When I spoke with E** the next day and called twice before I could get her, she flat out lied and said she called and left me a voice message but I had no record and she as well at me could verify the call log. She also said I needed to do an insurance claim and could get credit after on my bill.

I couldn't believe what I had to go through just to hear the same story! I called another company and saw I could save money and get any early termination fees reimbursed and get a much lower bill. I called her back to let her know I would return the new phones and just wanted to make sure there would be no contract or early termination fees as I was told and she said that was not the case. I was clearly confused as the early edge program requires you to turn your old phones in and state you cannot get them back so I didn't have phones to use, what as the contract on? I advised her that when you go to court what matters is what's in black in white on the contract. I told her to advise me where I could see this and asked about the 14 day worry free guarantee I was seeing and she had no answer. I advised her I would research online and call her back.

I did and called back to advise her of my findings and the person who answered was downright nasty this time. She said there is no one here by that name and I advised her I had just spoke with her and also I was told the same thing earlier. I said can you give me someone else then who can help me and she said nonchalantly I am it! She then went on to ask me to go into detail about what I wanted so she could transfer as I told her more she continued to ridicule me with her rude comments saying the longer I took to tell her what she wanted the longer it was going to take her to transfer me after saying to me "I'm it!"

I could not believe a top company such as Verizon has these type of employees working for them. When I initially spoke to E** she reminded me the calls were recorded and said she would have to find out what I was or wasn't told and get back with me. When I asked ** could I speak to a supervisor she said there wasn't one and that she didn't have one. I am still in disbelief right now. I have already contacted the BBB but wanted to warn others of Verizon's practices and lack of customer service skills.

As consumers we never know what we are dealing with until we have to call them and that's when you find out the truth. With employees like that, I'm surprised they stay in business. One thing I know is a contract is a contract and they appear to have purposefully mislead me into this new program because had they checked the information on the account they clearly would of known we didn't qualify for the nonsense they are offering. Consumers beware because in the long run everything that sounds good isn't and if it sound too surreal it is!

I am headed to take my phones back to a local store which I was told in the past I couldn't but assured by the representative M** that this was always allowed! I want to avoid any unnecessary fees and I certainly am not going to pay $2346 for phones I obviously didn't qualify for anyway. I also was lead to believe you had to transfer 4 phones minimum as they advertise and was told that isn't the case either. My parents are in their 70's and don't particularly want to change companies but I want out of this company!

The best that was determined is that the problem is Verizon's bandwidth is inadequate in my marina's vicinity. And the 1500 boat owners in the four marinas on my end of Harbor Island, San Diego don't represent enough potential market for Verizon to put in more equipment. They tried to say that the airport next door wouldn't permit it. But have you ever had trouble with cell service at an airport? So that's obviously a lie.

It wouldn't be that big of an issue except they are not honoring their service agreement and not releasing us from our contracts so we can get a provider that does service the area. Nor are they fixing the problem. When a carrier makes a decision not to provide service to their customers, to my mind, that constitutes Breach Of Contract. And we customers should be able to switch providers without penalty, in that case.

Today I went online to pay my bill and discovered I was charged for both phones. I spent three hours on the phone with three different Verizon agents including a ostensible supervisor, all of whom recited the same litany of a vicious circle that claimed the phone had shipped and was delivered. My statement was completely ignored because their research proved a phone had shipped, been delivered and presumably had either vanished by strange vortex forces or been pilfered by me. I was being called a liar. There is no logical or common sense rational for a person ordering a phone that he then steals only to have it immediately deactivated when he calls in the missing phone. Somewhere between Verizon and my doorstep someone took that phone. That is theft.

Since I had assumed Verizon was taking care of things, I did not call FedEx until I saw the charge for two phones on my bill. For Verizon to take the position that their research proved I received a phone is contrary to proper protocol for crime scene investigation. One works backwards from it to see how this happened. Verizon worked their way forward toward the conclusion they had already reached. Three hours of phone time did nothing to alter their intractability. They refused to reverse the charges and made it clear there was no one in their company whom I could discuss the matter with. The customer is always wrong as far as Verizon is concerned. They don't care about the truth, just the bottom line.

I was able to rectify the battery usage by temporarily shutting down Bluetooth and location services. When I started them up again, everything seemed fine with the battery and the slowness issue, but still no access to voice mail. I made a call to Verizon's customer service number, and after a 45 minute hold/conversation was told that all I had to do was set up my original voice mail account again by dialing *86, which rang busy all that night and the next morning.

So I went to a Verizon store and left about 45 minutes later (all that had to be done was to reboot the phone one more time and reset the password that Verizon had reset without my knowledge) with my email account restored and 5 lost messages that could have been anything from telemarketers to a request from a client for who knows how much work. I was not told that I would lose my voice mails before the CSR re-setup my account. I was told that Verizon had not violated their contract, and that they had sent out warnings about what was about to occur. Yes, I remember a confusing email message, long on hype and sales pitches, where I tried to opt out of the visual voice mail, obviously with no success.

Verizon blames Samsung for the problem, but I find it hard to believe that Samsung included the visual voice mail changeover without Verizon having requested it. Verizon is the one who provides it and keeps the profits from it. I feel that Verizon has arbitrarily put their profits ahead of my needs, and by locking my voice mail account without my approval, has voided their contract with me. They obviously feel differently. I obviously will never sign another contract with them. Although I can't quit them right now without a legal battle that would ultimately cost more than it would be worth, they have lost a "valued customer" (as they say) of many, many years.

The manager grabbed my arm causing some bruising. I told him if he touched me I'd press assault charges. He let go. I damned near called police. I was on my cell at the time & my wife heard the whole thing. Needless to say I got a similar LG sliding keypad phone from AT&T & my forthcoming birthday has not been ruined after all. I feel all Verizon Wireless employees need more sensitivity training.

I have been happy with the quality of service (I work in very remote places as I fire lookout and am able to get service, granted I am on the top of a very tall hill). I have also been happy with the pricing structure and the fact that they will always grandfather you on your plan. (I have a 3g wifi wireless card that I have unlimited data on. As long as I don't change to 4g I will always have unlimited data). I saw all the negative reviews and thought I should at least say I have been happy with them and that so far, they have not given me a reason to switch.

We bought a new laptop last month because we felt to hold down the usage - we would hook up to Wi-Fi thru another source. But this meant that I would have to go out of my way to either go to the library, or a fast food restaurant and sit for a while to get online. This is not convenient! So just the other day, we got a text saying we had to pay something on our bill or they would shut us down. I immediately called in $300.00, then it called us back and said that we owed another $2.58. I again called in $3.00, and boom, we were disconnected. They said on a recording, it might take 12 to 24 hrs for our phones to be turned on, and at a cost of $15.00 a line. I am done!!!! They have gotten all the money they can from me. Finished!! Been with Verizon since 1993, and they have the nerve to turn off my phone!!??? I will do without my phone for another day, and go directly today to Sprint. They will pay off my Jetpack and I will have a more reliable company to deal with!

I spoke with the store manager (San Luis Obispo by the way) and he assured me we wouldn't be charged. In the meantime, I filed an insurance claim -- the last page of the claim asks "what's wrong with the phone" -- I respond "I don't know, just won't charge" -- they tell me to contact Verizon. Anyway, four weeks later we get a bill for $299 because of water damage. I was on the phone for about 3.5 hours - told them I would return the phone -- do anything to avoid the charge, that it was their fault and they lied. Basically was told "that's too bad, but you're responsible for the cost." They offered me a small percentage discount of them -- how kind -- NOT -- and, get this, $200 off a new phone for ME if I agreed right then. Total crooks. Can't wait til my contracts end to move to a new company.

After speaking with the "PREPAID TEAM" the supervisor proceeded to tell me that I had not put any money on my account on May 22/2014 and they had suspended my account. Really??? On May 23, 2014 I checked my account and $45.00 had been taken out, and the following day May 24, 2014 I have nothing? And you suspend my account??? I paid for May. Not good enough for Verizon. I did as told and put $5.00 on my account to re-activate my account and was promised, at that time, that within 72 hours I would see my credit of $226.00 back in my account. 144 hours later, still no money..... I called Verizon again, this time in a fit of Rage!!!!!

Where is my money??? After a long argument with a supervisor, his lame excuse was "We had to make sure that you understood how the prepaid plan worked and we needed verification of that fact." Really???? My response: "What if I had never called you back? Were you going to keep my money? Were you going to call me? Are you calling me stupid?" Now I'm told I have to wait another 72 hours to see my credit of $226.00 back in my account. I'm slowly beginning to see a class action lawsuit evolving. If anyone agrees with me please let me know.... BEWARE OF VERIZON THEY LIE.

The next day I discovered that my monthly bill would be $90, so I called customer service and explained the situation and was told that he coded it wrong and they corrected it. But the next day I went to use the hot spot(which I've used already) and couldn't so I called customer service again and was told that with the $75 plan that you're not allowed to share the phone's internet (which is stupid because you're paying for it anyway), only the $90 plan, so I was lied to again. I'm not taking the phone back because they charge a $35 restocking fee. They lied 2 times now so I have no problem racking up the bill and keeping the phone. They didn't want to rectify the situation or anything.

Since those emails have inexplicably stopped coming, I have started checking my account on my own to prevent overages. Before the end of the billing period, on about 5/19, I checked and saw that I had less than 5 gigs of data transferred. Since I had less than 5 gigs transferred, I changed my account DOWN from the 20gb plan to the 6gb plan. On 5/22, I went into the store to add two Ipads to and remove two jetpacks from my account and was not alerted of any overages. A few days later when the bill came out, it showed that I used over 100 gigs of data transferred for an overage amount of $2500.

I have drawn conclusions from these facts and determined that in my opinion: I did not transfer this data. There is some technical glitch either with the equipment or the billing method. I really should have been getting many warnings of excessive data usage before bills of over $3000 in overages were charged. I really DID see that I had less than 5gb of data usage before the 5/21 bill cut, or I wouldn't have LOWERED MY DATA PLAN. (I'm not Crazy) There is no way that I should see less than 5gb of usage and then a few days later get a bill for over 100 gb of usage! When Verizon sees a bill cooking up to being over $2000, someone should be making a call or throttling the account in case of abuse. The Rep in the store should see something and realize that something is not right when looking at my account. How can you be making changes to the account and not say anything about two previous months of hundreds of dollars of overages?

Verizon have stated: "There is no way that Verizon can make a billing mistake on the account. There is no way that any technical glitch or error could have been made on the account. These billing systems and devices are perfect and infallible."

Verizon cannot tell me any details about the actual data, including. There was actually a finding where due to my requesting and paying $500 for a static IP address, the overage emails cannot be sent out any longer. They just figured that out on 5/28/14, even though I called about overages and not getting emails a month earlier. Due to this, they were willing to negotiate last month’s overage bill of $800, but not the current bill of $250

Upon my return, my bill was hundreds of dollars more than I expected for Morocco. I inquired with Verizon Wireless why and they said I was being charged $20 per megabyte for this particular country. They told me that they had sent me an email a few days before leaving that included this information at the end of a correspondence that took, as I remembered, several pages to print out. Since I had closed out the call before with what I thought was a clear understanding, I disregarded.

Apparently they also sent me several emails, they tell me, while I was in Morocco, that I was being charged $20 per megabyte. I'm sure that is probably true. But since I left with an understanding of the charges that I had obtained with a phone call with live human being, I didn't pay any regard to these emails. When I asked about this, they said they could reimburse me 25% of the charges which came out to around $85 of roughly $385. I mentioned that this did not seem appropriate given they weren't standing by what I was originally told. They disagreed. They were very polite.

I mentioned that I would cause bad publicity if they didn't pay the amount. They mentioned that I signed a customer agreement to never give bad publicity. I asked if giving the facts of the case as I viewed it would be considered bad publicity and I was told, "I believe, no." So this is my view of what happened. In my personal opinion, I don't this high charge for Morocco was fair. In my personal opinion, I think Verizon should have stood by what they said on the phone in my original phone call and not demanded that a customer pay attention to emails while they were traveling that didn't coincide with what they, in my opinion, were originally told. Incidentally, I declined to accept the $85. I still felt, in my opinion, that this wasn't right.

I have been near tears for all this time and my husband is really angry. Do not do this... it is not worth it. Stress level is a 10 & we are stuck with a jet pack that doesn't work all the time, I pay at least $80 a month just to have it. I have to buy more gigabites each month in order to be able to use my eBay. I lost my ability to use my fax machine, read my books on line, stream the Yankees games that we pay for, lost my Verizon email address. It is the biggest mess I have ever been in. Want to sue them but more $$? I might anyway. This is not right. Never been this depressed. Verizon people all tell me it isn't right....no one can help us.

Final situation, we were billed for months of service we did not receive, for suspensions that were made by Verizon agents - that didn't work, and for a final cancellation fee of $90.00. We found at least 5 alternative companies that provide similar service some with not contract and all with much lower fees. We have gone with MagicJack and have wonderful service even while out of the US - all for 1/10th the cost and no contract!

I called Verizon support for the Jetpack, and this time Brian answered. Brian was not friendly, was not willing to help, finally reset and gave us back 1GB, but not friendly, did not want to help resolve this issue, and only with my insistence was he willing to transfer me to his manager. I held on for a bit, but finally hung up. We could not get online at that point. I called back, the woman helped us get back online but was insistent that we were using this much data. I explained to her, as I had every other support personnel, that we have never used over 1GB of data in this household EVER. I explained we do not upload, download, stream movies, music, etc. I informed them the only downloads we do are normal updates to our computers, the rest of our usage is surfing the net, and emailing. There is no way we use 3GB every 3-7 days. Verizon, Brian, tried to sell me the 10GB plan for $90/month; which, according to Verizon, we would use in a weeks time anyway.

I explained to the last support tech I spoke with, that I live on hotspots as I travel for work. And if I were to use Verizon, it would cost me approximately $1200/month; I could not even afford this service through Verizon. Tmobile costs $30/month UNLIMITED. I also stated that no other company charges such data usage for just "connecting" to the internet. The last support tech finally admitted it's approximately 5 cents a minute, or somewhere around that, just to be online with Verizon. Then she went to say maybe someone hacked my account, although on my end the two connected computers that showed were the two in this house. She then asked if someone could have hacked the jetpack and if I had a password set. I stated that I was using the password that came with the device, and if their password was easily hacked, I would not be aware of that issue. I informed her connected devices showing were the two computers in this household. I tried changing the password, but could not get the jetpack to connect; I had to change the password back.

When I looked at the properties of the device through the connection manager, I stated the lease of the device began on 5/20/2014 and expired on 5/21/2014. I purchased the device almost one month ago. I informed tech support of this, she acted like she did not know what I meant. But I told her if Verizon keeps setting it to expire, that could be the problem. I copied these details into MS word doc. I will attach if I can. I informed Verizon I wanted to return this device and secure a refund. It is past the date and Verizon informed me it would be up to the store. I stated if I had known Verizon was manipulating data I would have taken back immediately; but Verizon played like they kept fixing me device until the refund period ran out; then the ever nice service turned ugly.

I informed Verizon I would make a complaint to the BBB and whoever else will listen. I would soon give up my internet than be gouged by Verizon; who is the one trying to get the Government to allow this sort of ridiculous overcharging of the internet. Verizon is the one trying to get us to have to pay for our internet usage in a price gouging manner. All carriers have already changed the way they charge except for Virgin Mobile. I lived in an era before all of this and am happy to tell them all to keep it and not spend one dime for any of it, should they get away with the gouging. Thank you.

Today I get a letter saying I'm past due, late charges and a threat to suspend my account if I don't pay immediately. I call and I am told that the credit was rejected so I owe the money. No notification of the rejection. They say they sent me an email before the trip showing the rates. I have every email received in my inbox or deleted my, no email. They also state that each time you enter a country they send you a text about different plans. I was already on one, why would I check those. They gave me bad information on the plan, promised a credit and reneged, and sent a threatening email. It would cost me over $300 to cancel now so I won't, but I certainly will as soon as I can. Bill is paid, they won!

My mother was very upset and asked the customer service rep to void the contract. That can't be done - she was told by the rep and a supervisor she was transferred to. Unless she pays $150 per line to cancel the contract. This is an abusive policy taking unfair advantage of senior citizens who just lost their spouse. Why is it necessary for Verizon to force a spouse to start a new annual contract just because the acct was changed to the surviving spouse's first name (same last name). It's not as if my parents or I received new phones from Verizon requiring an agreement to keep the service for a period of time.

I spoke to a senior Verizon person who basically said it was my fault because I was using a phone with such old technology on it. This for a phone that VERIZON sold me (for a pretty penny) 14 months ago. When I complained that Verizon knew about the problem with the update for iPhone 4 customers and never informed them either that they shouldn't install the update or that the update may have caused problems, he said Verizon didn't want to start a "panic." What he really meant was that Verizon didn't want to have to pay to replace phones that no longer worked. He also pointed the finger at Apple and said it was their fault, not Verizon's. I told him that I was a Verizon customer, was paying them a large sum each month for service, NOT APPLE.

I am outraged that no one cares for the consumers. I've complained and asked Verizon how will they remain competitive and about the difference in pricing with other carriers and Verizon only responds, "thank you, hope I have handled your concerns and have a nice day!!!" These large companies just prey on the little people! I am sick of it, wish there was something I could do to have regulations on these things. I know we have the option to not have cell phones but with our busy lives who has the time to sit home and answer landlines these days??? I know very few households with landlines anymore! Geesh!

Our huge complaint is that since we don't get service 95% of the time, we didn't get the message saying more $$ was due. And even if we did, the message was sent on the SAME DAY THEY DISCONTINUED USE OF THE PHONE. HUH? So, it was already too late, they took our $46. WHAT KIND OF SERVICE IS THIS? And when we called (of course we waited, don't you always wait with Verizon Customer Service), then waited again for a supervisor, we got no relief. BTW, they have all our personal data and when we asked for the info. on whom we were speaking with, we got a name, Crystal, but told that no location can be given out. Furthermore, this person REFUSED to allow us access to anyone higher than her rank, stating that Verizon followed its policies and that was that.

I was a manager in business. If anyone wanted to speak with my supervisor, I was PROHIBITED from refusing that. Can you say "we don't care because we own you"? Why isn't there a civil action on this stealing of $$. My brother, who is disabled, ran into this with Verizon and I literally had to put it on my calendar when he owed $$. We are switching providers, our whole family is. This happened in the state of MA. BEWARE Verizon prepaid service, consider other options.

I want to get out of the two-year contract so badly, but there is no way. Verizon became a bully in getting everyone to sign the contracts, and then charges whatever they want. I asked them to print out the bills and payment history. Today I just found out there is a surcharge on that. Their billing statement is so confusing, you'll need a good half hr to understand what's on there, then another half hour to call customer to figure out what the surcharges are for. Please do yourself a favor. DON'T USE VERIZON FOR YOUR WIRELESS SERVICE. It's not worth the trouble. VERIZON WANTS TO CHARGE YOU. THEY ARE NOT THERE TO HELP YOU AT ALL.

But the service that was provided was unacceptable. I have called Verizon many times to get the issue fix; however, on the day the technician came, the service had no problem so nothing was done. But days later there would be both outage on phone and internet services. I just called again before and another technician was scheduled to come, but no guarantee can be make to me. Home phone lines should be the most reliable service that the elderly can count on but it was always failing us. Technical issues shouldn't be the consumer's problem because Verizon was the one that should provide us with fully functioning equipment. It was a simple contract that the consumer pays, Verizon provides the service, but Then why are we always paying but the service was out when we most needed? Since my grandfather just got hospitalized, countless calls was made from social workers and other government agency.

So I tried to complain to one of your agent supervisors named Brooke and employee ID# is **. I don't even know if the information she gave me is accurate but her customer service was terrible. The overall satisfaction score would be zero or lower if I can give it lower. She wasn't sensitive to my situation where my grandfather is in the hospital already and she refused to provide me with any solution and guarantees. In her words, I cannot file a complaint through her and an official complaint can be only file online, but the service provider, Verizon, failed to provide me with internet service. So in her saying, it means that I have to have another phone from another service and an alternative internet service as well to: 1. To able to reach a useless agent, and 2. To file a complaint online. So if I have both standby phone and internet then why should I be paying and using Verizon that constantly doesn't work?

So if my grandparents or any other elderly are living alone, how can they reach help when the phone line service is not working? What if this is their only way of dialing 911? So they will die because of Verizon failing to provide stable service? Also a 95 year old grandpa should learn to how to use a computer to file a "proper complaint"? So I wonder what does the agent Brooke is hire to do when all she said was "a technician is scheduled for you." Also she said that she is not there so she doesn't know what the problem is. Well, you are an agent and moreover a supervisor, can't you be more responsible to the words you say? And what can my grandparents do when the technician is here on a day which service are fine and nothing was done like last time? So do we as families, cross our fingers and hope they don't need emergency help on the days that there are no phone services? Beyond disappointed with Verizon and all of its agents and technicians.

As of right now, Verizon has offered to take off 10% of the bill... Ha! Either they screwed up or they didn't! They didn't just screw up 10%! I have asked them to go back and review my conversation with their rep. If they don't take full responsibility for their mistake, I will be filing a suit with my local court system in small claims. I am so sick of Verizon. And yes, their hold times are long and while being transferred to another dept. and holding for a long time again, I get a dropped call... Ugh!

Went to buy two new phones after end of contract and were told we could only pay for them with cash due to the reverse account (with plenty of money to pay). After many conversations all the way up the chain was told I made a typo in my account when I registered. No amount of logic and saying I was being punished for a TYPO. I was just told "sorry we will not remove the cash only order." Eight years without a late payment and a ** typo and I cannot clear my record even though I paid early and tried to fix whatever error had occurred. Talked to humans but they were robot humans. A typo causes this much customer will. Are you serious Verizon?!

Second, Verizon outsources its customer service so you are not talking to actual company representatives. You are talking to people who make at best minimum wage and work an average of 10-12 hours a day (mandatory overtime) with break periods of only for lunch and two 10 minute breaks. Yes, this is happening in America, true slave labor. They (Verizon) like so many corporation in the new world order of America, have closed offices and subcontracted to the lowest bidder while the top executives at both Verizon and the companies they outsource to continue to rake in multi-million dollar salaries.

And finally, the surveys you take after an experience with Verizon customer service, only effects the representative you are talking to in their pay. So they not only have to listen and take the brutality inflicted on them but they are also punished in the paycheck when you fail them. You tell me, how is someone supposed to be motivated under these conditions?

If you want to make a change, don't post on boards like this, elect representatives that are for the working man/woman and stop turning a blind eye to the ignorance that has taken over this country.

The next month I looked at my bill and it said 2Gb allowed for data. Multiple calls and visits over many months to the store and Customer Support got me nowhere as they pointed fingers back and forth at each other. Recently, they even said that they couldn't restore it because they didn't offer the Unlimited plan anymore. This has become quite ridiculous, as it should be good customer relations for your company to follow the rules that they have put into place.

My next step was to contact the President of the West Area for Verizon Wireless. A few days later, I received a call from an employee in Executive Relations for the West region saying that she had opened a case for me. She also stated that she couldn't promise anything. She also attempted to give me other options that Verizon Wireless offers, attempting to dissuade me from pursuing this and most likely prepare me for an answer that I wouldn't like. She said that I should have a response by April 16th. As of April 21st, I had not received any calls or responses. Their own rules relayed to me by a Customer Service Representative at Verizon Wireless says that if a customer returns a phone within the allotted time frame for any reason, they will be reinstated to their previous plan. They have even stated during my conversations that if I didn't ask the store specifically to reinstate my plan, that they were under no obligation to do so. I did indeed ask the Glendora store more than once to reinstate me and they said they would. It never happened.

I then sent an e-mail to the President of Verizon Wireless. Surprise, I received a call from the same lady (who hadn't called me within the time frame that she gave me) the very next day! She was obviously upset that I had gone over her head with this. She told me that there wasn't anything that they could do for me as too much time had gone by. What they were saying is because of their lack of records on my account, they weren't going to take their customer's word for it.

In the past, I have recommended Verizon Wireless as one of the best carriers available to many friends and colleagues. Due to this incident, I cannot and will not recommend Verizon Wireless ever again. Unlike other large corporations, like Apple, they don't care about their customers. They are only revenue generators. I currently pay $350 a month for 5 phones.

During this incident, Verizon Wireless pointed fingers back and forth between departments with my issue, with no one taking responsibility to take care of business. This is not how any business should treat their long term customers. They have forced me to take to the airways and to expound on their terrible customer service, which extends up into the Executive level of the company. I am considering legal action, such as Small Claims Court in my region. This would cost Verizon Wireless quite a bit, as they would have to send legal representation to our local court to defend the very policies that the store and Customer Service did not follow to reinstate my Unlimited Data plan. But it is obvious that they don't care at all.

I am a Disabled American who has Epilepsy. Verizon Wireless is a company that you don't want to deal with!!

Supposedly, Verizon complied, and for more than a year, she accrued zero internet charges. Only now when we review our more than two years of saved paper bills (which we still have) did we realized that in August of last year, a single megabyte charge appeared on the bill - $1.99. Nothing else for two months.. Then it happened again in November, and TWO megabytes in December. Easy to miss, if there is supposed to be an internet block on that phone. However, $460 is difficult for anyone to overlook. No amount of discussion with Verizon has amounted to a resolution - we have initiated nine phone calls regarding this matter, only one of which made it to a supervisor (which, by the way, is not easy to accomplish).

They refuse to reconsider the charges, and insist a block was never placed on that phone. We would gladly pay the rest of the amount as listed on our final bill, if this rather large discrepancy were resolved. Even if this is not the result of some glitch in their system - or, heaven forbid, outright negligence - after years of good business with us, one would think they could be more reasonable.

I looked online at my account and basically they had enrolled me into the Edge for $849 for my existing (piece of junk) Razr Maxx. Contacted Verizon online customer service 08 APR 2014. Same deal. They assured me they would get the fictitious Edge contract cancelled by the 10th. Ensure the store kept my 64GB IPHONE 5s in stock so by Thursday I could get my phone. Went into the store Thursday 10th. Bad contract still existed. Verizon person promised to contact his contacts and get the contract cancelled. The 11th, contacted the in-store person. His contacts never called him; he was off.

Contacted Verizon online again today. Nice person, swore she would get it done. After 1 hour waiting online, she stated she was at the last phase, but I could go to the store and pick up my phone. Went to the store to pick up my phone. Yet again, at the promise 48 hours and the 849-dollar Edge contract mark and contract on your existing two-year-old Razr Maxx will be cancelled by the 13th. I told the store personnel to send the phone back; I am no longer interested. Any reps from T-Mobile, Virgin Wireless or AT&T want to make a commercial about Verizon's Edge program let me know.

Now, in the meantime, we have been to the store where we purchased this. We were told each time the matter would be handled. It hasn't. We have made several phone calls to Verizon. We are put on hold for a long time. My phone minutes have been run up and there is no end to this. I have asked to have the storeowners name and number. I was denied. I can’t see any way to get Verizon to get off my back. This is not my mistake. The only mistake I made was going to Verizon in the first place.

Generally this phone is a POS & VZW won't work with me at all and I've been a ridiculously loyal customer since before they became VZW for some unknown reason. The rep wouldn't put me through to their level 2 tech service, instead she called the store I bought the phone from and they said, "I HAD to go their store by tonight in less than 2hrs or they couldn't help me and I'm disabled and have no help. And she had the audacity to ask me to have someone else take it down there for me because I only had less than 2hrs to be able for them to even discuss it. I am going to do whatever it takes, (not including ANY violence of course), to talk with the VZW admin., or the press, or whomever. And this is the last time I ever buy anything from Verizon, EVER!! !

Today is Tuesday of the next week. There is no clock in the room where I do most of my job so I keep my phone handy to keep track of the time. My boss asked me to run a couple of errands for the business and I looked at my phone just before leaving. There were no missed messages or anything visible at that time. When I got back to the shop, 25-30 minutes later, I looked at my phone and there was one missed text message. I usually just ignore this but for some reason I opened it to see what was there. It was a text message from Verizon notifying me that I had made changes to my account info.

I immediately called the ** number to tell Verizon I had made no changes to my account. The lady who I was speaking to informed me that my address had been changed to one in CA (several thousand miles away), the password had been changed as well as my contact phone number. As we were talking our way through fixing this the "nice" people in CA actually tried to log into my account. She said it looked like they were trying to purchase several new phones but she caught it in time to stop their activity, lock them out and give me back the control of my account. The exchange with the Verizon sales person left me with an uneasy feeling because of the questions she asked and I'm not big on coincidences, so tomorrow morning I'm headed back to have a conversation with the store manager.

Showed up an hour before their closing and told it'll be a 15 minute wait... turned into 50. Then last minute they tell me I needed an account manager to "make changes to the account" even though the changes were already made online. For Christ’s sake, the changes to the account were already made. My old phone I was upgrading from lost service right after the online upgrade. Doesn't make a bit of sense. So yeah. WTF?

The e-mail they send you explicitly says this: "You will need to bring the following: a valid government issued photo ID, the credit or debit card used to place the order. For your protection, only the person named on the purchasing credit card may pick up this order. The credit card will not be charged until your pickup is completed in store." No fine print or anything saying I needed an account manager with me, otherwise I'd have had myself added as an account manager or a parental unit accompany me. (Only my parents were registered at the time I was in the store.)

So, yeah... I got added as an account manager 2 minutes after they kicked me out of the store. I ran my ** back there, but they were all hiding, pretending I wasn't there until I (very lightly, and gently ;]) started kicking their glass. Then like magic the workers appeared from behind their mirror glass doors, but they refused to allow me to get my ** still. So I left with my middle fingers up. The dude must of called security or something afterward because on my way out a security guard on his segway came zooming at 12mph omgosh lol, but I told him the situation and starting laughing, and agreed that this Verizon store is indeed ** up, and this happens quite frequently, lol. I'll be back tomorrow morning for my phones ** (yeah, you. The tall bald ** that was "assisting" me).

I called several times to get them to cancel the payment because it was still pending on my bank account but verizon wouldn't do it. I called and spoke to several supervisors at the call centers and they continued to tell me they would call me back to follow up but never did. Eventually one supervisor gave me the number to Corporate to get better results. When I called they kept me on hold 3 separate times for over 35 minutes and no one ever answered. I would call back and get an answering machine and leave messages. Over a week later they refunded $375.11 on 3/10/14 and I still couldn't get them to call me back. Verizon made me late, paying my rent which caused me fee's and it was 100% their fault. It is now 3/20/14 and I haven't received the rest of my money and no one has contacted me back.

Hold on...My 2 year contract is up March 26th...I have to wait until the 19th before I can "legally" upgrade without penalties - even though my phone is broken! I told the guy that I may come back on the 19th. So I went down the street to the Corporate-owned Verizon store. Explained the entire situation in hopes that *maybe* the "Corporate" store *(somewhere in Western CO) would have the ultimate authority to do what's necessary to keep one of their overall customers happy. Surprisingly, "Corporate-owned" was more strict, telling me that I could not upgrade to a Galaxy 4s until the day "OF" my 2-year anniversary. But given the circumstances, he will check with his "manager".

A few minutes later, he said that if I renewed under their Verizon Edge program today, I could upgrade ONLY to an iPhone 5C without penalty. But alas, my phone bit the dust, so I couldn't even do that. I even asked the employee point blank, in a Jerry Seinfeld-esque question, "So you're telling me that even though for the last THREE MONTHS you've been trying to get me to upgrade early, you won't even allow me to upgrade NOW, just seven DAYS from the end of my contract???" The employee concurred, and so I left.

I sent this first post to the Verizon Wireless Facebook page: "Hey Verizon Wireless...Thank you for making me wait ANOTHER 24 HOURS before I can officially replace my dead, broken smartphone...Even though for the LAST 3 MONTHS you have said I can upgrade to the phone of YOUR choice! You may be losing a customer within 23 hours. "

They promptly responded back with this: "Verizon Wireless - We would never want to lose you Tim! I'm sorry you had to wait! I know it can be frustrating. We do have a program you can use to get a new device outside the contract. See it here: ** - Joe" (the link goes to a "device payment program" in which is similar to the Edge program where you pay (a bit more) per month for the cost of a new smartphone.

Again, they did not budge on the "when I can legally upgrade without penalty" rules, so I responded: "Then you want to make me a helluva deal today as I have spoken with AT&T and they are going to save me some money even with a new smartphone. Here is what I want your best package price on: 1 new smartphone (Galaxy 4s) to replace my dead Droid Razr while keeping my wife's LG phone....2 or 3 GB of data per month, shared talk & text. What is your final, ultimate, out-the-door monthly charge if you REALLY want to keep me after next week? I will hold off on replacing my dead phone for another 7 days (per YOUR company's "rigid" policy to avoid any "penalties") if you cannot beat the price and package that they gave me... You're on the clock and have ONE chance to keep me, GO!!!"

As of 8:14 PM MDT, on 3/18/14, they have yet to respond to PROVE that they don't want to lose me. (VZ, Don't write checks your mouth, or e-mails cannot cash). I also cc'ed this as an email to SEVERAL high-ranking executives that are found on the following page of Verizon Wireless' website.

I would LOVE to rave about how they apologized for their current lack of REAL customer service, and how they made up for their lack of compassion earlier today by giving me a make-good deal I couldn't refuse, but it is looking like I will be a happier customer with one of their competitors by this time next week. The countdown clock is ticking...

Afterward using the restroom my mother walked out the store and waited for me. When I drove up, my mother informed me of what had taken place. As she was talking to me, Kyle greeted us at the door and apologized and said he was not telling my mother she could not use the restroom. If you tell someone to walk down to Firehouse, you just told them they can't use your restroom. Not sure is he was being outright prejudice or if he is just that rude! He needs more training in customer service and should not be an assistant manager nor a customer service representative for Verizon Wireless. He apologizes several times while we're there but we eventually left and went back on March 15. Nickolaus, a sales representative, was great and my mother got the phone she wanted but I feel Kyle should be reprimanded. We spoke with another assistant manager about the situation and she said she would speak to Kyle about it. I seriously doubt that she will.

First on February 19th, they told me it takes 24-48 business hours for the account to update so I got back to the store to find out that I still can't upgrade. Then they supposedly discovered that I had to wait until the new billing cycle so that was the reason why I couldn't complete the early upgrade. The new billing cycle comes and goes as of the 7th and with no luck still not able to early edge because it still shows an outstanding device loan on my account, which was paid off completely on February 19th. They even confirm it in their system but it won't let them remove it. Now this is all while the special device that was being held for me (Gold Verizon Note 3) was sold without anyone contacting me to let me know. This was after they promised to hold it back in February until my new billing cycle, which in theory should have been the date I could complete the early edge agreement.

So the store manager works and finds a store that's willing to send him a Gold Note 3 that they have in inventory. I made customer service over the phone and in the store promise that the device would be held until it could be added to my account. Because the last time the store made the promise, they sold the device and didn't tell me. They didn't even give me the courtesy of saying we had to sell it but we will work to have another in for you ASAP. This is the abbreviated version of my still lingering frustration with Verizon because it is now March 14, 2014; 7 days past the start of my new billing cycle and they still have not fixed the problem.

I called customer service explained the whole thing again. I was on hold for 10-15 min at a time while this was being researched! The rep said he spoke with a supervisor and I would be receiving a call back "immediately" by someone who was going to do the refund because they had to have the funds put back into the acct by another dept before the refund could be completed. I have yet to receive that call! I waited a couple of hours and phoned CS again only this time to be told by rep they couldn't help me. I asked to speak to a supervisor and someone came on the line but during the conversation referred to "having to ask their supervisor", I let it go because I wanted this taken care of. I was then told there was nothing that could be done because the account was expired. I then asked to speak to his supervisor and was told there was none! I then asked to speak to whoever he reported to and was told there was no one above him and I was promptly hung up on! Imagine my shock when I realized I was speaking with the CEO of Verizon Wireless!

My questions as to why I wasn't told there was a time limit (only a couple of days) to get this complete and why can I be told at 1 pm I will be getting a refund and then at 4 pm told I will not! I spent almost 3 hours on the phone, not to mention drive time then to be cut off! So I gave it one more try, (another hour of my time) I was told again there was nothing that could be done and if I was given misinformation it wasn't their problem! WHAT? Really customer service REPRESENTATIVES don't represent your company? I was so upset I couldn't even respond to that! I did what was asked of me and I feel I scammed by people that didn't want or care enough to help with this situation. Shame on Verizon Wireless! I have been with this company for almost 15 yrs. I've contemplated leaving before because of bad experiences with customer service but decided to give another try! I feel I have made a huge mistake but too late now, I just signed a new 2yr agreement so I am stuck! There of course is no resolution and I am still waiting for that phone call!

After dealing with this for about a couple of weeks, I called to get a new phone. Well, I found out just because of one payment I made through my bank account that didn't go through and yet I admitted it was my fault and an error in other bills I was paying as well. I still paid the amount and has been paying since then. Just because of one error, as mistakes do happen. I am on cash only but also because of that error I can't receive a new phone. I was told that I would have to either go to the store and buy a new one or give my phone to the store and leave it and wait until the contact when the phone arrives. I couldn't believe it. I feel like I am being punished for one mistake. So I have to deal with a defective phone because of one mistake. It is so unfair. I truly regret switching to Verizon. As soon as the opportunity arises for me to be able to pay the early termination fee that is also ludicrous, I will be rid of that company and go back to Sprint.

Now the store refuses to cancel the unnecessary line without cancellation fees, unless I drive 3 hrs to the store to be confronted with the sales rep. I have never had done business that way. It is obvious the sales rep completed the transaction knowing that she had provided false information, that the store will support her operation and that she will get away with this. That is how the Menifee Verizon store does business. Now, I have to pay the cancellation fee to get rid of the line I never needed in the first place. I feel extremely disappointed in the way this store represents Verizon and this experience will definitely change the way I do business with Verizon or any other business for that matter.

I received a wellness check Friday evening, February 28, 2014 after numerous friends were unable to reach me by telephone due to the fact my calls were forwarded (unbeknownst to me) . After 2 hours on the phone with Verizon Wireless Friday evening, supervisor Thom was able to identify that my calls were being forwarded. Being a Verizon customer for 23 years I have/would never expect such a thing. Considering the fact that I am physically not well at this time further adds to the maliciousness of such an act. Not only did someone have to check on me in pouring rain but important calls were missed, Not to mention the gentleman that was inconvenienced receiving calls that were not for him.

After cancelling My Verizon service I received a bill for nearly 2 months worth of payments. When I called Verizon, was told the Nov. payment was for the previous month, and there was nothing I could do, I owed the past amount, plus late charges and over $12.00 for the 3 calls to port. When I asked to speak to a supervisor, was transferred and told the amount due was correct. All my inquiries into how I'd suddenly become a month behind, all I got was a "lesson" on if you make a car payment, rent an apartment, etc. you pay for that month. I'm nearly 60 years old, I know how things work, and told them they needed to explain where my month in advance went, since I'd been with them for over 10 years and never was paying in arrears, even if occasionally I had to pay a late charge by missing the pay by date. No VALID explanation was ever forthcoming. It was all dancing around the issue and ended each time by, "well, you owe us this much."

Since then and my refusal to pay, they sent several bills and I've spent HOURS, talking with them until I'm done. They sent the account to a collection agency, when I contacted the agency, they referred me back to Verizon. After trying to call Verizon got frustrated and said no more, found an e-dress for and executive in charge of customer complaints. That's my next step. WILL NEVER GO BACK TO VERIZON. After over 10 years with them am fed up with their total lack of customer service.

I'm writing this to inform people of what happens when you purchase from a third party, or at least at Diamond Wireless. Sales People, including managers, make either commission or minimum wage; whichever they make more of is what their paycheck reflects. So these people are driven to just sell you whatever product will make THEM the most money, not what will meet your needs. They will try to talk you out of iPhones if possible because they are the lowest commissioned phones.

Again, we receive one week of corporate training, and the rest is just sales oriented. If you don't reach quota, you're out. If you don't make the right amount of commission, you make minimum wage. You push Diamond Wireless Protection as insurance, and you meet a goal for that. There is no care for the customers’ needs. I am in litigation for harassment by this employer, and feel it's time for someone to come clean.

When you sign a contract at any third party, you are signing a contract with THEM and Diamond Wireless. As you sign the contract, they are not obligated to tell you that (read what you sign). If you upgrade, add a line, start service, any two year agreement, if you cancel, you face early termination fees with Verizon AND Diamond Wireless. Diamond Wireless charges you $450 per line if cancelled before six months, on top of what Verizon will charge you.

They will offer you insurance through their company and say you will get a "brand new phone" and can pick it up in store. This is not true. You still have to call, make a claim, pay a deductible, and even if we have the phone in stock, new, we will tell you we don't unless it's pre-owned. The insurance is debited out of your bank account each month, is not recognized by Verizon at all, and is impossible to cancel without a stop payment through your bank.

Speaking of pre-owned, if you purchase a device there, any device, and you decided to return or exchange it within the 14 day grace period, you will have to FIGHT to get that done. This messes with the quotas for Diamond! You WILL pay a restock fee of $35, calling Verizon Customer Care will not make a difference to us great people of Diamond. We will charge you for anything we can, the box pieces missing, such as a UPC for a mail in rebate (you will be charged the amount of the mail in rebate, does not matter that you will not have received it in those fourteen days and may never, and it can add up to $250), or scratches on the box, missing cables, anything they can charge you, they will. That free smart phone that they talked you into buying (because it made them more commission) even though you wanted a different one, and was promised that free fourteen day "trial" of the phone, can end up costing you $500 to just exchange.

They are pretty vicious to their employees. I suffered being verbally abused and constantly harassed by another co-worker for "stealing a sale" (I was called very choice words and verbally threatened in front of customers, and repeatedly through text messages until I gave my sale to said co-worker. My boss and HR approved of him threatening and harassing me). That's how desperate they get. They will promise you plans that do not exist, and will save your unlimited data by adding a line to your account and never telling you (we are trained to do that). Verizon Wireless will let this happen, and they will not drop contracting Diamond as it saves them the hassle of paying and training.

Well today I went to upgrade the the HTC1 and was told I couldn't unless I paid full retail. I told them I was out of contract and was entitled to an upgrade. Come to find out the guy in the store had scammed me and the edge program is tied to the mail number and not any other lines and therefore I had to wait until 11/5/2015 now to upgrade my phone.

I called verizon wireless AND recorded the call. The first guy I spoke to told me the guy in the store messed up and he was going to do everything he could to get me my upgrade. After 50 minutes on the phone, he told me he was sending me to the resolutions team, that when it went even further downhill. The 2nd guy Mike told he had a signed contract with MY number on it. I told him again the guy told me it was my son's number and not mine under the edge contact. He told me he was NOT doing anything to correct it and I was stuck until 2015. When I told him it wasn't fair, I was being scammed, he said, "no, you're not." I said I recorded and I had both him and the other guying stating it was done wrong. He said he would not help me. I told him I would file with consumer affairs and take them to court for fraud. He told me to go ahead. I have a witness who was with me in the store and can attest to everything the guy said.

February 21, 2014: I received an email from Verizon stating I could get a $50 credit if I upgraded from my basic phone to a smartphone, so I called them back to inquire how this worked. I spoke to Carrie in customer service (in Washington) who gave me the information to receive this credit, but while she was looking at my new plan, she found a mistake. Apparently, she told me that the plan I was offered was for a basic phone and not a smartphone, so I would be paying $45/month, instead of $35. She told me there was nothing she could do so I asked to speak to her manager, Amaobi, and asked why he wouldn't honor the price I was quoted and was clearly on file in my paperwork.

He told me that the plan does not exist for a smartphone so I either had to keep my current basic phone, and would get the $35 rate, or, for my inconvenience, he would offer me a credit of $10 for 2 months if I opted to keep the smartphone, but that after the 2 months, the rate would be $45. He also kindly offered that if I did change my mind about the phone and returned it, he wouldn't charge me the $35 restocking fee. I told him I was disappointed and would think about as the phone wasn't to be delivered until February 24th.

February 25: Received phone and activated it. February 27: Checked my account online and it says I am on $74.99 plan! I have no idea where that came from. February 28: Called Verizon and spoke with Nancy (Indiana) who agreed that my bill was "screwed up" and after an hour on the phone with her trying to get some resolution, now she put me on a plan for $55/month! Not to mention that she told me of a $30 upgrade charge and a $35 activation charge - neither of which were EVER mentioned to me in any of the previous phone calls! Everything is documented and I just want what I was originally promised as is written in my account file.

Verizon called me back and said that all was good and that the phone was now in service. After approximately 3 weeks I received no calls from my old customers/potential employers and decided to have the phone disconnected. I called Verizon to disconnect the business phone. I asked if they could switch that (iPhone 5) phone to replace my iPhone 4 on my original plan that I had with my wife. They indicated that they could do that and that I would owe a large amount of money for assumption of liability. I did not understand so they said that I AGREED to assume liability (instead of my old employer who gave me the phone) for any fees (early termination etc).

I said I had never been advised of any of that when I asked how much it would cost for one month. Verizon insisted I agreed and I insisted that I did not agree to anything more than $39.99 that I was told about when I originally spoke with them. I insisted they were wrong and spoke with several people at Verizon (they disconnected me at one point while transferring me). I spent 2 hours and 5 phone calls before I finally found a young lady who put me in touch with a gentleman from the Assumption of Liability Department.

After explaining my story for the 5 time he asked me to hold and after about 10 minutes he came back and said that VERIZON was in error and he was going to help me resolve the situation. He said that not only was Verizon in error about the assumption of liability charges, the phone number on the line was never activated properly so I would never have received any calls if there were any to that number. So I may have missed a possible employment opportunity without even knowing. I at this point was just happy that they admitted the error and he was going to fix all. He said since we hardly use the phones anyway he was going to change our plan to a lower plan and give us a $30.00 customer loyalty credit and also switch us to a plan of the same name, so our bills would be about $40 lower a month (prior to adding the 3rd line). He mentioned it would take a billing cycle or so to get straightened out and again I was fine because it seemed someone was finally doing the right thing.

My next bill came thru and it was for an extra $180 on top of my old billing amount. I called and argued that it was supposed to have been taken care of and we went back and forth and by this time I was very frustrated and asked to speak to a supervisor. The agent replied that he would have someone call me within 48 hours. I waited three days until New Year's Eve day and then I called American Express and opened a dispute one my bill... not for my normal bill just the $180 that they were adding. That did nothing. They still never called me (funny they are a phone company) and my next bill included the $180 plus a $5 late charge.

I was so angry I could not speak to them any longer, so my wife made contact with them. My wife again explained the situation to 2 different people the second one was a customer service supervisor to no avail. I even got on for a minute and the supervisor was talking over me so I just got off the phone. At this point my wife asked to speak to another supervisor and that supervisor told her that her supervisor would call her within 48 hours(sounds familiar). Needless to say we never received a call back. We are now into about 6 to 8 hours of frustrating phone conversations over this issue.

My wife calls again and explains this again to another agent and finally she says she will put thru a credit for $90 that her supervisor would have to sign off on... worn down we agree to the $90. A few days my phone has no service and neither does my wife's. I call Verizon (livid at this point) and rant a bit and the young lady says that it was shut because we did not authorize payment of the outstanding balance of $90 and I said they have the credit card they always use and my wife had agreed to the amount in a conversation with the agent that agreed to the reduction to $90. She said she would take care of it and true to her word (which seems to be rare with Verizon) my phone went back in service.

I just received my next bill and Verizon turning my service on had nothing to do with keeping their word... It was about stealing from us again. It seems in the bill I received today we were charged $15 on both of our phones a reconnect fee. So they gave us $90 of the $180 then shut our service off and charged us a reconnect fee of $30. I have been a customer of Verizon phone service on my land line for 32 years and my wireless plans for several years. I also have Verizon FIOS internet phone and TV service. My bills totaled close to $450 per month and we never made a complaint, never bothered them for anything, just had them automatically deduct my payments from my American Express account. I do not know if anything can be done, but at least I have added my voice to others as I know I am not alone judging from the treatment we received. I also saw that the State of California had a settlement against Verizon for reconnect fees and late fees. Perhaps this added to others will prompt more lawsuits. Thank you for your time.

I am now being harassed by collection agencies for $104.85. I have called Verizon and I am informed that I have a $0 balance on my account. After I explain to the representative that I am in collection, I am connected to another representative. After much investigation, I am informed that in fact I do owe $104.85 when in reality the balance is $0. I will never again use any services from Verizon!

The bill for this was $140. Why, you ask. Attached late fees. Called every business office in Massachusetts trying to resolve the problem. RESPONSE ---> {You have reached a non working Verizon Number}. By email I see, "You have a balance of $140. Go to your account, click make a payment and make payment arrangements." DUH, been paying that way for months. Every month they charge a $40 late fee. Turns out they had not taken the payment I submitted prior to this on purpose of course. Trying to work it out was an epic failure so I paid the {$172 contract cancellation fee + the $92 monthly fee for the month} and switched to COMCAST. Verizon sends you emails and letters "To protect your credit rating please make payment arrangements." I strongly advise anyone having problems with them go to the credit bureau and check your rating/record. You'll be surprised at what you find in their reports, I was. I'm falsely marked as delinquent.

VERIZON lies list: 1-Wireless internet is unlimited. 2-Someone can ride/use your wireless signal to both access and use your services which they claim to help with but charge you for instead, nice hah? 3-Pay online, they do not take the payment, then claim you did not pay your bill, and each month add $40 late fees to your bill. When you as I did refuse to pay the BS late fees they attack your credit through the credit bureaus (Equifax. Experian) etc. 4-They change the payment due date. If your due date if the 15th they change it to the 9th etc without telling you first which is illegal. Not knowing you pay on your usual date, ta da, then get hit with late fees. 5-You'll see new taxes and fees added you never heard of. I loved getting one called a handling fee for about $5. When you call to ask about it you get to experience what I call swapsies that being transferring you to department after department, and hanging up on you a lot. Customer service is nonexistent when an issue arises. For those who don't know I have an elderly friend pays his bill and have been hassling him for months. Twice this month they turned his phone off. I told him to call the elder abuse hotline, he did. They suggested he also contact the Attorney General if they do it again.

Final comment: Folks, I believe if they had to reimburse all of us whom they've cheated they'd possibly go broke. I am sorry this is super long I know but hope it helps others, LOL.

The service rep said that because I hadn't been with them very long, in order to add this service I would need to verify my address by faxing in a copy of a recent utility bill and my driver’s license. I was pissed. I've done this sort of thing with AT&T for years and no problems. I'm 64, own 3 homes, our annual income is $200,000 plus, and I have to fax them info to establish my residency!? Really?

This is no way to treat customers. I'm going to switch providers as soon as I can. In fact, I may take up T-Mobile’s offer to have them buy out my contract and switch to them. I would have sent this message directly to Verizon, but I couldn't figure out a way to do it. It seems they're not interested in receiving any feedback on their service. They did call me with a robo-survey and I told them how I had been treated. You think someone would have called me as a result of my comments, but no. Verizon, you really need to get this stuff fixed.

The Union store had just moved to a new location and told me the fax machine was not connected yet. I went back a week later and was told the same thing. The representative in the store told me that if I went to the BI-LO store down the road and have them fax the paperwork, then he would reimburse me the cost. I thought this was a strange request. Instead, I found a way of providing the information online.

Once my information was received by Verizon, I got notice back stating that the DD214 did not match the name on my account. At that point, I added my husband's name as a user (I didn't know he wasn't on the acct) to the account and asked for the information to be reviewed again. I received a phone call from a man in that dept. while I was on my way to church. He stated that the name on the acct was a business name and that my husband's discount would not be honored. I went on to explain that a military family owned this business and I didn't understand why we wouldn't get the discount.

What he said next was demeaning. He said, "Ma'am, since you didn't get it the first time, let me explain it to you again!!" At that time, I stopped him and told him he was not to speak to me in that manner and that he could keep the discount! I told him that I would change carriers as soon as my contracts expired and he hung up on me. What's so hard about Verizon extending customer service and explaining assumption liability to me and what steps to take in order to get the discount? I made a mental note to disconnect service once our contracts expired which was in December 2013 for 2 of the lines.

Anyway, fast forward to January 2, 2014. I went into the Verizon store in Spartanburg, SC (45 minutes from my rural hometown) and asked what I needed to do to disconnect service. The young man asked me if I was porting my phone numbers to another provider (he explained what porting meant) and I told him I had hoped to keep my phone numbers, so yes. I told him I was not planning to port my hot spot number and that I had no need for a hot spot any longer. He told me he would disconnect the hot spot right then, but if he disconnected service right then on my other lines then my new provider may not be able to get my numbers.

I left the Verizon store and went next door to AT&T. I had to buy new phones because my Verizon phones would not work with their service. I bought 2 new phones and gave them our phone numbers I wanted to keep. Service was connected. I left AT&T and went back into the Verizon store to let them know my service was now connected to AT&T and what next steps I needed to take to end service with Verizon. The same young man told me my hot spot had been disconnected and that my current numbers were still being ported. He showed me on his device that the numbers was pending. At that time I asked him how much I had to pay if I wanted to buy out the contract on my son's phone. He looked up my account and told me it would be around $120.

At this point he has not asked me why I was leaving Verizon after being a customer for more than 10 years. He never asked me if he could offer me a more economical package, nothing! At this point, I didn't feel Verizon cared what happened or why I was leaving, so I agreed to buy out the contract for my son's phone and be done. I had my current bill in hand and asked if I could just settle up right then and be done. He said I could go home and pay my bill online like I typically do. I told him that I knew some of my bill was for services I would not be using and he assured me that that time would be credited to me and that my early contract fee would be on the last bill. I agreed and left. I went back to AT&T, bought a new phone for my son and had the number ported as well.

After a few days I decided to sell my iPhone 4S to a friend since she had Verizon and wanted to upgrade phones without extending her contract. She went to the Union store to get service connected on January 11, 2014 and they told her that my phone was still showing active on my line. I spent the next 2 hours on the phone trying to get this issue resolved. I called customer service and spoke with Charlene. She said my account was showing pending and that my account was suspended. I told her all of the information above that took place on January 2, 2014 when I disconnected service in the Spartanburg store. At first she told me I needed to go back to that store to correct the issue and I proceeded to tell her that I lived 45 minutes from that store. I gave Charlene the phone number to the Spartanburg store and asked her to call them. She put me on a 3 way call and dialed the Spartanburg store.

Mark, a supervisor, in the store took our call. She explained my story to him and he tried to walk her through the process on her end, saying he had worked in customer service as a supervisor and knew exactly how she needed to fix it. They spoke internal things about screens and what buttons to press, then he placed us on hold. My line was dropped. I tried calling Charlene back but was not able to get her directly. The guy who answered the phone said he would send her a message to call me, but I never heard from her. Minutes later, I called the Spartanburg store hoping to speak with Mark. The technician in the back of the Spartanburg store said Mark was leaving to go to lunch, but that Mark told him to tell me to call customer service back and that he couldn't help me.

I called customer service again and very frustrated at this point, and I reached a guy in Alabama. I apologized in advance for my frustration but I just wanted him to patch me through to a supervisor so I wouldn't have to go through the story yet a 3rd time. Finally, he sent me over to his supervisor, Charles. I started over with my story and he seemed engaged and apologized for the whole military discount confusion and said he wanted to take my concerns to his weekly meeting as he understood my frustration. At the end of the day he said he was not able to remove the pending status and I should advise my friend that she can have service connected to the iPhone I sold her after January 20, 2014.

I just couldn't understand why I still had an active account when I disconnected service on January 2, 2014. He looked in the system and saw that my account was paid and current and at first said I wouldn't have any charges on my next bill (which I knew I would have an early contract fee of $120) but I told him I should have a credit of 18 days since I paid services through the 20th of January and I disconnected service on the 2nd. That's when he told me that yes, I would receive a refund of $108. I received my bill on January 30, 2014 and it was incorrect, so I called customer service to dispute my bill. I had been credited 18 days for my hot spot and charged for the early termination fee but not refunded 18 days on 3 phones as promised. The lady told me that my bill was correct and that I was not due a refund. I asked to speak with management and she put Jack on the phone.

He was not understanding or sympathetic to my situation at all. I said "How can you not credit me back for time I have paid and didn't use?" He said, "that's what happens when you port your numbers. It could take 5 minutes or 2 weeks to process." I said, "So, is it a coincidence that it took 18 days so I wouldn't get a refund?" He told me the bill was correct and that there was nothing he could do about it. He said he seen in the system where I had called and spoke to Charlene and yes, even someone in Alabama, but no one had noted that they promised me a refund. Of course NOT!! He told me to call the ones back that promised me that. I said "then give me their number and I will better yet, I will just email corporate," which turned out to be a waste of time also.

I emailed the president over the southern region with a little of information. Stacy from corporate called and said she reviewed my complaint and that my bill was correct. Apparently, it is part of a contract I signed 2 years ago that if I disconnect service during the middle of a billing cycle, then I wouldn't get refunded for any time not used. It's funny how they know what I signed and I don't, yet it wasn't important enough for them to warn me of that before disconnecting service.

I went into the Spartanburg store 2 times on the day I disconnected service and no one thought it was relevant enough to tell me. Read the fine print folks and remember contracts of all providers, I guess. They knew they would make money either way, so let the consumer suffer the damages. That is just wrong! At the beginning of my conversation with Stacy at corporate, she told me my call was being recorded... I'm sure the promise Charles made to refund me $108 was recorded too... Take note if you want to disconnect service with Verizon, then don't just think you have to wait until the contract expires BUT you have to wait until your billing cycle ends as well.

At the end of the day, it's not about the military discount, it's the fact that I paid in advance on services I did not use and was not reimbursed back for as promised. That's just wrong! I wanted to settle my debt while in the Verizon store on January 2nd and do the right thing, but now I feel Verizon is just NOT doing the right thing in my situation. I worked in Human Resources for over 25 years and I know how the system works. Policies have been communicated to the field that is deceiving to customers and it needs to be reviewed and changed. That's what makes companies stronger and more customer friendly.

Verizon just lost a customer for life over $108. I sure hope it's worth it, along with the negative press my family and friends will hear from me about this deceitful provider!

I would not recommend Verizon to my family and friends.

However since this is being the 2nd time, Verizon claims they have no record of this missing payment - all I heard from them was either use their automated system, which a number of people have complained about or an oldie but a goodie from last year when they forgot to mail a bill to me. A person said you should know when your payment is due; my question, what does that have to do with getting a bill in a timely matter? They forgot to mail me 3 bills last year, and this is being the 2nd time they lost a payment on me. Isn't it about time that consumers have a bill of rights like the airlines? This is getting very old very fast.

Now then after I complained about that today the person at Verizon answered “Well you could go electronic now.” I heard bad things about this type of payment and Verizon seems not to give a damn about this so how does this make sense. On top of that they managed to forget to mail me a bill, and being true to form the person over there said “You should know when you bill is due.” Now for a company of this size, seriously this is how they treat there consumers. Look I have no problem in being late if I was at fault but it’s well over due about time they should own up their screws up.

So I called Verizon spoke with a customer service rep which could not explain it right so I asked to speak a supervisor so that I can see if my bill could be credited back. After speaking to the supervisor explaining my situation they were only able to credit me $40.00. That was all. I have been trying to get caught up on my bill which I am so stressed out that I could cry. As of today my phone is suspended and my bill is $700 which I don't have. My past due balance is $500.

I wrote to the corporate office and they could not do anything. I would need to have $300 to have my phone service restored. This is my only means of communication plus I have a mother that has a bad heart condition and she will not be able to reach me if there is an emergency. Something has to be done about this. It is ridiculous!!!!!!

Prior to leaving for an international trip, I contact Verizon to enable an appropriate plan that would allow me to make calls while abroad. I was told these would be $0.30 or something close to this figure ($0.32-$0.37). I also requested to have data access available and was quoted correct usage fees. Independently (and without me knowing) my wife called Verizon to make sure international charges were sound and correct plan was in place.

In addition to this, I brought with me and used another international phone from another provider that I have been using for past 7 years while traveling (one that I know from experience has a reasonable minute rate) to minimize Verizon usage and avoid any surprises. With an assumption that minute rate with Verizon would be somewhere in the $0.30-$0.40 neighborhood, I did spend about 2 hours of talk time over a course of 3-4 weeks. I came back to find that the rate I was charged was actually $2.29 per minute. I was also charged for "International Value Plan", Roaming Minutes, and non-essential Verizon texts (only few of which actually appeared on the phone). I was also charged $200 for data usage, which was my mistake because I left the phone connected to laptop and automatic updates ran without me knowing. The net result was a $900 bill.

Verizon representative claimed that a text was sent to me (internationally) advising me of the minute rate, which was NOT the case. How is it that 2 educated people with very clear intent to avoid these charges, call Verizon, explain to two different Verizon representatives the intended use of the phone and are still charged absurd fees? Why was mention of the minute rate specifically avoided by both representatives when destination country and travel dates were discussed.

After speaking with representatives, I was offered an option to establish a repayment plan. I decided to take this route since, unfortunately, I am still under contract for one year and switching carriers with a $500 phone would not make sense financially. After being transferred to a representative, I made a $300 payment and requested that the remainder of the balance be added to future 2-3 monthly payments. The representative had no issue accepting my payment. One week later I received an automated message from Verizon, requesting immediate payment for $500+ to prevent service interruption. I run a small business and had no other option but to comply. After checking the web I have come across many similar stories... and I find it unfortunate that Verizon chooses to conduct their business in this fashion, and that it has failed spectacularly to set fee expectations, and neglected to deliver on a promised fee arrangement. I would NOT recommend Verizon to anyone.

But the next month, I receive ANOTHER bill. Now we're up to about $270 (!!) I contact them again and this time am much more stressed as it is costing me long distance to call the US just to deal with this. Again, the reps are confused. I am passed around until finally one of them knows about a tiny loophole in the system whereby you can only place a vacation hold twice. Hmm. News to me AND the reps apparently. Okay, I say, well, given the fact that I wasn't told of this before, please can Verizon override this limit as I really don't have many options now that I'm already out of the country? No problem I'm told! Just report the phone lost or stolen every 30 days. Eek (!) This is a bit of a pain but I concede to the suggestion of the rep. Then lo and behold I am STILL billed. :(

At this point, I find a corporate number online : 212-395-1032. I am put through to a lady named Liz who pledges with assurance that she completely understands and will resolve my issue. I get off the phone and within a few days am BILLED AGAIN. At this point, I am writing to BBB, Attorney General of New Jersey and, given that I write for some news outlets, am probably going to write a public piece on the stress of dealing with Verizon customer service. :( I am getting pains on my chest from anxiety JUST in dealing with this issue. I feel powerless and ignored; meanwhile they keep taking my money. :(

The debt came back "Verified" on the credit bureaus again. I called the credit bureaus and gave them all of the information and requested the method of verification since the company will not respond to me. They gave me a different 800 number. I sent out one final certified letter with all of the same documents again on 12/9/13 (ID Theft Affidavit, Police Report, Cease and Desist, Copy of Drivers License and Recent Utility Bill) and called to speak with someone at the number the credit bureaus provided. I was asked by the Recovery Department whether I had an open fraud case. I stated no, never heard of such. I was only doing as instructed by their automated message. They asked for my Social Security number, I gave it to them. They asked for my name, I gave them that. They said the account is under my name and Social Security number and they have never received any documents from me. I said that's what identity theft is.

Someone stole my identity and opened accounts with my information. They stated "I" called in and verified "my" information so they are determining that this is me. I asked how can that be possible if someone stole my identity? I had never had Verizon before, they wouldn't give me any addresses from the account, but yet the account "belonged to me". The lady was extremely rude and stated they will continue to collect because the debt belongs to me. I assured her that if she continues to collect, she will be breaking the law because included in my letters were cease and desist statements. She said she doesn't care because according to their system, they don't have any paperwork from me. I advised her that they must have it because all of the letters were sent certified and their company signed for them. She argued for a few more minutes then put me on hold.

She came back on the line then said, "We have your first letter which is only demanding validation of the debt which leads me to believe that this is really your debt and we don't see a cease and desist so we will continue to collect." I stated I was following standard protocol demanding validation so I could provide the law enforcement with any information on the account to better help my identity theft situation. I asked to be transferred to the Fraud Department since they are stating that because the person used my Social Security number, it was my debt. The rep assured me that they won't change their mind and I'm wasting my time. I stated I'll take my chances. She transferred me and I told the entire story to the Fraud representative. After a short hold, she came on the line stating my account is with EOC CCA and I need to call them.

I hung up and called EOC CCA Chicago office, explained the situation and asked how I can provide them with all of the necessary information. I was given a fax number and told to give it some time before I checked back in. I faxed all of the same information on 12/9/13. I called to check on the account on 12/24/13 and was told they received all of my Fraud Packet on 12/9/13 and the supervisor said it was still under review. I asked what I should do, the representative stated I should call back periodically to see how things were doing. I received an email this morning 1/1/14 from Verizon Wireless stating, "We are contacting you with an update regarding the case number listed above. We have reviewed our records, as well as the information you have provided, and have been unable to substantiate your claim that this account(s) was opened without your knowledge or consent. If you feel you have additional information that may support your claim, please fax us....... Verizon Wireless Fraud Prevention Team."

This is an absolute complete outrage! I have taken every step they requested of me, provided all the documentation they have requested yet their reasoning is absurd! They state that because my personal information was used, it is my account. That is what identity theft is but apparently they don't seem to understand the definition. I am looking to file complaints as well as file suit because of all the emotional and monetary damages this is causing. This is ridiculous how unprofessional they are handling this situation.

Initial payment and call to 800 number/ 12/22/2013: I made a payment of $123 from my Debit card and a separate $70 from my Visa account. While making the debit payment, the system stopped. Then proceeded. Later that day as I was attempting to upgrade my phone and my son's phone (see the online disconnected discussions below) to pick up at the local Verizon store. But found out was a glitch that left $.31 in my account. I called the 1800 and spoke to a rep who told me there was a special for next day delivery for free. He also stated that he could refund the money into my account and he would complete the order for me. He took all of my information including the phones, and asked me to hold while he worked on it.

After about 5 minutes, someone in Sales picked up the phone, Dan or Dave, I believe. He said he didn't see any of the notes and nothing was done. Just that someone transferred the call. After trying to sell me a phone and telling me there was no way to waive the Upgrade fee, I asked him to transfer me back to someone in billing. The billing rep answered. She was extremely nice and did everything she could. She started the refund, did the order for new phones, and informed me that there was a special for next day delivery for upgrading. Gave me an expected delivery date of Tuesday by that evening.

CALLED VERIZON TOLL FREE # 12/23/2013: Initially spoke to rep, then asked for manager. After checking to see about FedEx delivery information, I saw that the date was changed from next day to 2nd day. I called the 1800 number spoke to a rep. He stated that due to weather and the number of deliveries, FedEx changed it to be delivered on Thursday, I asked for a manager. Manager Gabriel took the call. Stated she could place a stop order and that I just needed to go into store to pick up the phone. Also confirmed that there was an exemption for one of the phone's fee for an upgrade.

ARRIVED at VERIZON STORE 12/23/2013 @7:45 PM: As Tiffany was processing the order, she saw that the date for upgrade was not changed. She stated she could not give me the phones until the date in the system was changed to reflect the 12/24 months. She called Customer "care", Rep named Diane, who first stated that it was too late to cancel the order. Stated that I had to wait until Thursday. Stated she would attempt to cancel, but I had to come back or call the next day to see if it was done. Basically, wasted a trip.

VERIZON VS FEDEX (12/24 - Phone calls): 12/24/13 @ 9:00 am VERIZON -Talked to Verizon this morning and was told that I would be receiving the shipment on Thursday and it could not be canceled. That I could call FedEx to have them hold it at FedEx to receive it. FedEx @ 9:45am - I called FedEx and spoke to Stephanie who told me a stop order was placed on Monday, and that I would not receive it. No one from Verizon actually called FedEx to find out if it has been stopped. They also said I could have called to put a stop shipment. The box has not been scanned at the current location so it will not show until it is scanned.

@ 10:10 am VERIZON - Called store back and Tiffany stated that Diane in Customer Care stated there was not way it could be canceled... I told her that it was stopped and that I would not receive it. Tiffany then told me I needed to call customer care to get them to change the date so that she could issue me the phones. If I had not called FedEx, I would not have any idea that the order was canceled.

CALL BACK TO CUSTOMER SERVICE 12/24 @11:00 - Spoke to Tarell. Explained situation. He stated that, yes, he could see the cancellation and all the information, which, apparently, Diane was unable to see. Stated that I could not do anything until the phones were received back at Verizon and scanned back in. Which would be Thursday evening, at the earliest. Also that I had to understand the process. Which is not an issue. It is not set up for the customer, even if the situation was caused by Verizon. Asked to speak to Supervisor. Todd answered the phone. He confirmed the same information. They also were telling me that the contract is effective the estimated phone receipt date, which was Monday??? That if I had not put in a stop order, they would be in route to me. Which does not match the online delivery schedule. Asked to speak to his supervisor. He stated that I had to wait for a return call by closing, which is at 11:30 pm, as no one at that level works in the Call center...I am calling again. Spoke again to Tiffany who stated that she will hold the phone until this is resolved.

This is very stressful. We now have no money to buy our kids and family any Christmas nor can we pay our car insurance.because someone in Verizon has stolen our money. And we have been advised to get a lawyer and sue Verizon, for the stress this has left us. You cannot tell me that Verizon does not know what is going on. If a bank investigator can find this out in one day, then Verizon also should know what is going on. Thank you Verizon for the worse Christmas ever for our family.

How Verizon is treating me is like if you bought a car from a reputable car lot and they said this is the best car here and you buy it. Soon after, it breaks down. They give you another car. That breaks down also. How many chances do they get to give you a nice car that works properly? Or because they're a reputable car lot, they have an unlimited number of chances? I'm pretty sure most people would want their money back. That is what I'm dealing with. They've had 7 months to correct the problem and through all of this, I have paid my bill in full every month while being inconvenienced. A customer service rep told me the only way to get out of this contract is to have died. I've had customer service reps admit that what I'm dealing with and how Verizon is treating me is unfair and wrong.