Verizon Wireless Reviews

Where is the Voice that protects consumers if none of them take action. Is this a country of "we the people" whom we elect representatives to congress and senate while they ignore the outcry because of injustices and allow these ISPs and phone companies to destroy your credit and rip off you financially and they all take no action???? Has this become a country with deaf ears of we the big government and the ** with the people... Sure makes you wonder why they are in office while they ignore our OUTCRIES, doesn't it? Where is Government, are they part of this corruption? Why is Verizon and AT&T still in business with millions of complaints of fraud, deceptive billing practices, breach of contract LIKE THEY ARE ABOVE THE LAWS FOR EVERYONE ELSE. AND CAN COMMIT CRIMES THE REST OF US WOULD GO TO JAIL FOR?? BAD GOVT. IF YOU ASK ME.

They have now turned me over to Debt Collector! This affects my credit report and they are responsible! These huge companies are now 'BULLYING' the consumer and getting away with it due to their 'aggressive' tactics! Most people just give in I'm sure just to get them to leave them alone! What is being done for "US" the consumers, who cannot take all the time and effort it takes to be treated fairly and respectfully! I will never have another 'contact' with them as a customer! Bullied.

These came sometimes twice a month! We would call and they would tell us, "We are sorry." They would straighten it out and be calling us back. This didn't happen either! The bills got to over 500.+!!! Finally, I filed with the PUC. The PUC finally told me recently that they had been able to clear up the large bill, but that we would have to pay the restocking fee! We just got another bill from Verizon; it says $76.+ Do we really have to pay this? Really!!?? Please advise. Thank you.

Tell me, Verizon, why should I stay with you for this reason alone? I'm sure there would be some clause in the contract that would allow me to switch providers and they would love my $250 a month fee. This is not a threat but I just don't understand why Verizon is so dead set on not helping out their customers. I say this because I read it a few times on this forum alone by many people.

Let me explain, my husband and I signed up for Verizon on December 27 of 2006. Our first bill was due February 1st. Our monthly service charge was $133. Our first bill was $316. Our billing cycle ran from the 8th to the 9th of every month. So, when you call to question why you are being billed for 2+ months, they explain that 133 was for the month of January, 133 is for the upcoming month of February that you haven't used yet, a lot like paying rent, and that the remainder is the prorated amount for a partial month in December.

This all seems to make sense, so you go along with it. You continue making your payment every month on time, without paying too much attention to the dates that they have listed on your bill. Then when you decide to cancel your phone--- 6 years later, you end up paying for one entire additional month. Let me explain, I made a payment for $383 at the beginning of March 2012 that I thought was for the upcoming cycle March 9-April 8. We cancelled 2 phone lines March 11th, 2 days into our billing cycle. We had two remaining phone lines that were my sister-in-law's phones left on the account.

To avoid interruption, I paid $413 at the beginning of April for what I thought was for the upcoming month of April. However, my sister-in-law ported her numbers out before the April billing cycle began (April 9-May 8). Our total early termination fees were under $400, and since I had ported all of the numbers out prior to the next billing cycle, I just assumed they would adjust it for what I had already paid. So, you can imagine my surprise when I receive a bill in May for $319. I called several times, talked to it seems like everyone at Verizon. The issue was not resolved.

They reported us to the credit agencies and damaged our credit and so we filed a complaint with the FTC and the FCC. Someone from Verizon Wireless calls us yesterday to clarify matters. She has me pull out my bill and explains to me that the payment that I paid in March actually covered service for February-March, and that the bill I paid in April actually covered service for March-April. I told her, this is incorrect, I have always paid my bill for the month coming up. She said, “You did pay your bill for the month coming up.”

After a long run around, she tells me, “Well don't you see the dates on your bill? The Billing activity for the bill due in March says at the top of the bill- January 9th-February 8th.” Then I say, “Well how is this a month in advance?” She says, “Well the usage charges were from Jan-Feb but the one month in advance was from February-March...” Still doesn't make sense because my payment wasn't due until like the 5th of March. That is still one month behind. She said, “Oh because the due date doesn't reflect one month in advance, the bill reflects one month in advance. So, when you received your bill in 2 weeks before its due date, it was actually already part of the way through the billing cycle and that was the month in advance you were paying for.”

So I argued again, “But this isn't paying one month in advance, this is paying one month behind.” “Well, don't you see the date at the top of your bill?” So, I went and dug out all of my old bills and compared them to my bank statements of when I made my payments. They steal money by telling you your bill is so big because you are paying for the upcoming month after the due date that you haven't used yet, a lot like paying rent, but when you look at the billing date, they date it a month behind. So, they have successfully gotten away of stealing an entire month of service from I don't know how many people. I called and asked for all of the billing statements from when I first started. That's right, an entire 6 years. Well, guess what? It costs $5 per billing statement that you request. That totals $420 for 6 years’ worth of bills. Can't afford that. I hope that someone at the FCC or FTC realizes this fraudulent practice and shuts down Verizon.

SO they want me to pay $300 for a phone that they say is worth $0. Talk about a rip off... The rep on the phone said I should have filed a claim first which would only need me paying $100 and then keep the new phone... They are now wasting my time by checking on the store rep who didn't advise me to first file a claim... Nevertheless the end result is pay money for something that is $0 and has been scrapped... HATS OFF TO THIS COMPANY FOR THE BIGGEST SCAM EVER... I am waiting to hear back from them but am looking into filing in small claims court and terminate my business with this company. I would pay the amount if my phone was being returned for scratches and not because it was malfunctioning...

I was under the impression I would receive 1 Bill a month and was paying it as scheduled. On 10/25/13 I started receiving recorded calls from Verizon saying my bill was past due by $745.00. I was certain it had to be an error because I had just paid my bill. I called Verizon to check further and to alert them of this error. I learned my Internet was being billed on a separate invoice and I owed this money in overuse data charges. I disputed this with the Customer Service Rep but she assured me it was correct. They said there was nothing they could do about this, that the usage was correct and I needed to pay the bill.

I then went to the local Verizon store where I had set up the services and I spoke to the manager on duty and explained the situation. I told him I wanted all the overages credited and I would pay only the agreed upon charges of $83.43 per month. He told me he would need to research this with the Store Director and Salesperson. Later that evening, I received a call from the Robert **, the Salesperson telling me that he looked at my bill, it is what it is, and I owed the money. He blamed me for not informing him of all my Internet usage the day he signed me up. Why would I not tell him? Why would I change from Time Warner that I was paying $89.00 per month to Verizon if I was not assured of a (17%) savings! I WAS MISLED. He was only interested in making a sale.

This is the second time that Verizon has misled me, or not told me the hidden truths - Shame on me for letting this happen a second time. Because I have had to try to deal with this company in the past I know that their Customer Service is far from accommodating. I do not have the time to wait to try to resolve this issue with Verizon. Rather than wasting my time and occurring further charges I have notified the FCC and PUC to see if they can assist me. I would like all over data charges removed from my bill and I would like to break all contracts with this company (including my cell phone) without any early termination fees so I can take my business to a more reputable company who will not mislead me. I am willing to pay Verizon only the $83.43 per month quoted to me on 9/20/2013 by Robert ** and break all ties with Verizon.

After several phone calls I was promised that a supervisor would call me back. Nothing! My last call hung up on again - this time by billing. I kid you not!! Now my attorney is involved. It's what I should have done to begin with. How naive I was to think the supervisor (loyalty plan, with no contract), customer service, billing and the rest of them would tell the truth and deal honestly with their customers. Yes, they by far beat the competition but for all the previous reasons I would NOT recommend this company!

I am seeing more and more news reports concerning the inside theft and fraud occurring at Verizon, kind of makes me wonder. Verizon Wireless claims they do not like the way the police incident report is written. The law enforcement agency has refused to rewrite to incident report to meet Verizon Wireless specification. The numbers I have for customer service and fraud are John ** 770-521-5628, 800-760-4658 EXT **, Customer Service @ 800-922-0204. Just keep in mind when calling these numbers that all the employees that are there are incredibly incompetent; so you won't get frustrated or be disappointed.

Verizon representative by the name of Prinston apologized, agreed and stated he will issue credit to the account which discovered did not happened. After calling back I spoke with Amelio ID #** argued with me over thirty minutes stating account was not noted. I tried to prove to him through their own statement, but he was not willing to listen and arguing with me. As I have requested I wish to have a credit for one month of service for poor service which was not rendered as was promised and most diffidently poor customer service and the aggravation I have been put through. I am sure I am not the only victim from Verizon Wireless. I would like to find out if there are anyone out there have been overcharge on their statement so we could jointly file a class action lawsuit.

Well, to start, all the charges were not taken care of and just yesterday someone got a hold of my account yet again. I tried to access my account online, but it would not let me in saying it did not recognize my number and password. My phones on my plan were shut off. I tried to contact Verizon customer support to find out what was going on. After waiting for over an hour and hearing, "Thank you for calling Verizon, your call is important to us. All of our agents are busy helping other customers. An agent will be with you in a few minutes" probably 30 or more times, I finally hung up.

So I tried Verizon live chat support online, only thing I got out of them is that my account was placed into fraud and my phones were shut off to protect me. That I need to contact Verizon fraud department. The only I was trying to for over an hour. I am extremely angry right now with Verizon, 1 for not protecting my account yet again, 2 for not being able to get through to them to get help with the issue, and 3 for shutting off my phones without telling me as I just got a new job and waiting to hear back from my new employer to start my training. Not to mention I have 3 kids who need to be able to get a hold of me. I must add, I put my frustration on Facebook, could not believe how many people responded saying they have been going through the same thing all within the last month. So I ask this. What is Verizon going to do about this... how about drop me as a customer without early termination charges.

Amy: The arrangement isn't something that is set in stone. It depends on your history with us. The agreement states the bill needs to be paid by the due date. That is the only way to guarantee you won't have an interruption.

I don't know about you, but I don't want to do business with a company that doesn't honor their word. They expect me to honor mine, but won't honor what they say. I think that's pretty shady. So now, my services are shut off, and no one can help me until Monday. And on top of that, I will be charged $15.00 per line to have it reinstated.

June 2013, I change the phone to my husband’s name because he is a disabled Vet to get the Veteran’s discount. We have been married 26 years, July 18. I pay my new bill on July 1st BUT I accidentally put in the wrong checking account because I missed the last 3 numbers when I was online. PLEASE forgive a customer of 19 years who invested over $75,000.00 into your business, Verizon, for my mistake of accidentally forgetting the last three numbers.

On July 3, 2013 my phones are shut off when my bill was due July 18th, 2013 - 15 days before. I call and Verizon financial say they have no way of getting a hold of me via texting, email or phone. Verizon told me they could not get a hold of me when I was a customer for 19 years. I was going to be charged $15 per line for a little mistake of paying my bill early and accidentally not putting the last three numbers of my checking account. Then without any apologies from Verizon from this one little mistake, I have to pay cash for my bill now. This is the thanks I get for being a 19-year customer and investing over $75,000.00 into your VERIZON company.

One year later, our daughter drops the phone. We bring it back to Verizon and they informed us we need to submit an insurance claim along with a $168 deductible. This is fraud. They never disclosed that there was a deductible. All over the store, they have signage for the insurance how it completely covers your equipment for a small fee every month. Nowhere does it mention there is a deductible. The assistant manager offered no solutions or resolution other than to submit our claim and pay the deductible.

When I asked why none of the signage around the store or pamphlets on the phone coverage indicate not even in small type that there is any kind deductible, he said it's not on the posters or pamphlets but it is in the contract which we were never even given to read. When we asked him how his sales team can lie and tell us Apple would not be releasing the new iPhone 5 for another year, he told us the person who sold us the phones and service plan was a contract worker. This is no excuse. If they allowed this person to work in the store, they should be liable.

When I got to my destination, I called AGAIN and asked them if the plan got successfully changed before I started calling and texting people, and specifically asked the representative, "So I have 1000 minutes and unlimited text messaging here, right?" and she replied, "Yes, that is correct." So I went on and used my cell phone as I usually do, and about one week before coming back to the US, I called again just to make sure that I wasn't going to get screwed up when I got back home with a ridiculous bill. I specifically asked the rep the same question as the previous 2 other representatives, "So I have 1000 minutes and unlimited text messaging here, right?" and she replied, "Yes, that is correct." When I finally got back into the US, my bill arrived and it was for $750.78!!! I was shocked!! Especially because this was exactly what I attempted to avoid in my return, that's why I kept calling to ask.

So I called the "611" number for customer service and they said it was an overcharge of $550.70 because of text messaging. After, they said they were going to look into it because they have the calls recorded and the supervisor said that it really wasn't my fault because there is proof in the call that the representative did not inform me of the text messaging charges after I had specifically asked her about it. He then said my case will get reviewed in about 5 business days and they would give me the credit back; he said at most maybe they would charge me $20, AT MOST! Two weeks passed, and nothing! Afterwards, I made another call and had to explain everything AGAIN, and they told me the same thing, and that they would call me or give me the credit back in 72 hours.

And after waiting about 6 days without anything happening, I called again! This time, they said they needed 48 hours, but for now, until it got reviewed and fixed, she would give me a $263.85 credit. I said that's fine, but I would prefer my full credit because this was not my fault. So I said I would wait the 48 hours and hope for a call back or a fix in the bill.... Same thing happened; again, no call back or fix! So I called... AGAIN, and this supervisor said he would call me within 24 hours to let me know that it's fixed. Three days passed... and nothing. Then I made one more call and asked this representative to transfer me straight to a manager and she just kept me on the line for about 25 minutes. After I got transferred to the supervisor, he said that they will not do anything about it because they sent out e-mails saying there was international charges. I then told the supervisor that I specifically called customer service 3 times to ask about the talk and text and what they had told me I had 1,000 minutes and unlimited text messages.

So, he just kept repeating, "We sent you the e-mails, so you should have been aware of the charges. We will not do anymore for you." I told him that I believed those e-mails did not apply to me because supposedly I had changed my plan to a 1,000 min and unlimited text messaging plan, so I wouldn't have to worry about those charges. Then he kept repeating the same thing... "we sent you the e-mails, so ... etc." Afterwards, I told him I was not paying that overcharge because it shouldn't have been there anyways, and he just said that they would not do anything about that and that there is no one else I can speak to about it, that it was a final decision. So I said I might cancel my cell phone line with them and find someone else who will honor what they say because their own Verizon representatives were the ones who messed up 3 times, not me.

All he said was, "If that is what you wish, then go ahead". What I heard was pretty much an "**, we don't care!" and not one second later, he said, "Thank you for calling Verizon Wireless. Have a wonderful day" and IMMEDIATELY hung up! He did not allow me to say anything or ask any more questions or well... nothing. I found that completely and utterly rude and disrespectful!! I have been a customer for about 5 years or maybe more and have never had a problem until now. And the one time I do have a problem, they pretty much tell me to ** and go somewhere else. I do like the Verizon service but I don't know if I should stay with them anymore after the way they have treated me. They have horrible customer service. They don't even care about the customers.

I just had hoped this problem would get fixed easily without all of this inconvenience and frustration. I will give it a couple more days. If nothing gets resolved, I am most definitely changing service providers without question and definitely getting a lawyer for this issue; not because I cannot afford the bill, but because I am sure I am not the only person they have done this with. So, if Verizon doesn't fix my issue, I will legally fight them in court. Maybe this will keep them from giving false statements and misleading any more innocent people. Verizon needs to keep and honor their word to the customers or else they will lose them all!

Upon arrival, they tried telling me I had to wait in line again. This was not the arrangement agreed upon so I voiced my opinion loud enough for the whole store to hear the poor customer service I was receiving. The store then called the police and told me I had to leave. I have never in my life been treated so rudely or disrespectfully. Furthermore, the employees at the store are so mistrained. They don't even know the procedures of their own company. One person told me that what I was asking (for them to go get a new phone, hook it up and see if the problem was fixed) was not possible when in fact their corporate office told me that's exactly what they should have done. The employee said they couldn't do this and the manager said nothing and yet still when the police arrived. I called him out on this matter and he then admits I'm right and he did that said but did nothing to correct the error his employee made. And then quickly stated that they're short staffed to change the subject. But this action only confirms the mismanagement. Short staffed and unhappy customers is poor management no matter how you look at it.

I am on SS Disability so I cannot afford to pay for a phone that I know I sent back. I've talked to both USPS and Verizon. Neither will resolve these charges placed on my account. The charge remains on my account. I even offered to send them the phone that I have. They refuse to accept. Both Verizon & USPS have a documented complaint from me with Tracking #s and claim #s. I have been with same cell phone company for well over 10 years. They refuse to help by cancelling the charge.

August 6, I unplugged the router as I used to do with the modem when I had DSL problems. August 7, I called Verizon Tech because I wasn't sure if I had re-connected the router properly. I told the tech person that I had been having problems with connection since it had been installed. He was very nice and it took quite a while to get me back online. August 9, received a bill of $1,347.07 stating that I had used 167 GB. How could I use this much data when I was unable to log on for any period of time? I called Verizon immediately and he said they would do a 10 day investigation. My concern is, the bill is due on August 27 and I do not want to incur late charges while this is being resolved.

August 10, called Verizon again with my concern about late charges and ghost data accumulating on my account. She said it would cost $300.00 to disconnect. I told her I’m documenting everything on Facebook and I will make this public. August 12, called Verizon and said I need everything in writing. She said it wouldn't get that far, etc. She gave me the number of her department, **. I called the consumer protection agency and she said we should wait until the 10 day investigation is final before we take action. She is sending me the forms via snail mail since my printer is connected to my Verizon router and I don’t want to chance using any demon/ghost data.

August 14, unplugged and disconnected HomeFusion router. August 20, mailed a check of $126.99 to Verizon per instructions from my lawyer friend. August 23, called Verizon to check on the status of the 10 day investigation. The Verizon representative was unable to see the information on the investigation because it said the file was closed. He said the case was marked closed and it showed they had contacted me earlier in the week. I told him I have heard nothing from Verizon all week. He said the number would not show on my call back. He sent an email to another department to open the file and he received no answer while we talked.

We had a lengthy conversation and I asked him many questions. He said the staff at Verizon is trained to be optimistic during an investigation. They are trained to follow step by step a yellow brick road going brick by brick with this brick being honesty. He said that no credit appeared on my account so that means they are going to charge me the entire amount. I asked him what sort of investigation they actually perform. He said they only look to see if the signal is strong in the area that was reported. If it is a strong signal then the consumer is charged and no further investigation is made. I used the analogy of meter reading and Georgia Power to this case. I said I had no problem with Verizon charging data usage because that is how other utilities are billed and paid. However, if my lights were blinking and my refrigerator was not running yet Georgia Power sent me a bill for $1,347.07, they would send someone to my house to see what was wrong with their meter. That is the analogy I use as my argument.

He said he understood my frustration and he would put my account on a 90 day suspension to buy me some time while I work out what I plan to do. I asked him what would happen if I refused to pay this. He said they would wait 6 months to report me to a collection agency. I asked is there any hope of me not having to pay this. He said Verizon only looks at the strength of the signal in the reported area and if the signal is strong the customer is responsible for paying the charges. I said, “In other companies the customer is always right, but with Verizon the customer is always wrong.” I thanked him for his honesty.

September 3, 2013, Citizens reconnected my landline and DSL. September 9, 2013, talked to Larry at Verizon. He said he put in a help ticket and would call me back in a couple of days. That afternoon I went to the mailbox and had a statement from Verizon stating that I needed to pay $1200 immediately. I called Verizon again… said my account was placed on a 90 day suspension so I should not be getting bills. They put me in high priority and told me to stay on the phone while they transferred me to technology. Debbie in technology said she would resolve my problem that afternoon. I gave her list of ALL my electronic devices. She conducted the investigation and would call me every hour to tell me what she was uncovering.

The final diagnosis, all the data was being eaten up by my DirecTV dvr. Verizon HomeFusion was charging me for data that was not coming from my using the internet and to make matters worse, it was accumulating data when I wasn't recording on the dvr!!!!! She said she waived the $300 contract fee and told me to call 1-866-266-1445 to set up a payment plan during the next billing cycle. September 20, get a past due bill from Verizon, but it does show a 462.00 credit. September 21, get another bill from Verizon Wireless Customer Financial Services. September 23, called 1-866-266-1445 to set up a payment plan as per instructions from Debbie on 9-9. That department said my account had been turned over to 1-855-849-6979. They transferred my call. I talked to Irwin/Aaron. He said I had to pay the amount in 4 months or I would be turned over to a collection agency. My payments would be $276.30 a month. I told him I could not possible pay that.

A few weeks later, I got the $487 bill. I called again to make sure this was the last bill. A young man assured me that it was and there would be no more bills coming. I paid it and thought I'd never hear from Verizon again. Lo and behold in late August, almost two months later, I get the bill for the financed phone, almost the same amount, like $456. The woman I spoke to assured me that the three people ahead of her were confused and had no idea what they were talking about and should have told me that paying off the phone was part of the deal. "IF I KNEW THAT, I WOULDN'T HAVE SWITCHED!" I said to her. Verizon lost out, I lost out, and the only winner was T-Mobile.

Just to get Verizon off my back, I paid it. The woman assured me that now I REALLY would never get another bill. Not true! Come September (I've already paid three monthly T-Mobile bills now and I'm still getting bills from Verizon), they send me a bill for $56 for unspecified charges. AND I also get a refund for the money I paid for the phone at the same time! One of my employees calls for me because I have wasted so many productive work hours with these people just trying to figure out how much I owe. She gets nowhere and has to put me on. All the people want to talk about is that in the past calls, I was "heated" and my calls "had to be escalated" because I was so heated. Well, wouldn't you be? So all they could tell me today is that they will call me back as soon as they find out what is going on.

What I did learn, which infuriated me even more, is that the latest rep told me that in my first cancellation bill I paid up until Aug. 13 even though my service was cancelled on July 18th! So I paid an extra month! It's unbelievable. If one of the three people had known that I had to pay off the phone (the first said it was free and I didn't need to pay it; the second included it in the lower plan but didn't include it if I cancelled, thus making the switch to T-Mobile less costly than it was; and the third glibly told me that the first bill would be my last), if it wasn't for them, I'd still be a customer. This situation has caused quite a stir at work and with my friends. People ask me about it all the time. The fact that I was paying $206 a month for cell phone service seems to shock them more than the chaos and confusion the Customer Service reps have about termination.

I supposed I must be the first person in the history of the world to ever terminate a Verizon contract and that's why they don't know how to handle it. If they ever call back, which I doubt. I assume I'll keep getting refunds and bills until I die. I just want them to erase everything. I was a loyal customer for over 10 years. I was paying $206 a month. I paid $190 to cancel, plus paid the phone, plus paid up until August.

Heavily guarded stats include: credits, call time and the quickest way to get fired, a brief survey after every call grading the agent on resolving the issue. In my center if we fail more than 3 of these surveys a month, we were gone. That's the reason so many customers get lied to and deceived. If you're not completely satisfied for 45 mins after your call ends, then it's our tale and most reps are with families and are on their last legs. It felt like we were employed by the devil trying to figure out ways to make greedy nonsense sound appealing. With no training people became very good at it. I myself have lied to thousands of good loyal customers during my employment just to keep my job and feed my family.

The ADs were guys that look at stat charts fluctuate all day and if a spike in numbers rise, then somebody has to go no matter how many customers he helped or how good she is. The owners of these third party centers really and I mean really do not care about assisting Verizon customers, only staying on top of their stats to ensure they maintain their site's contract with Verizon. Ex. if a team lead gets coached about an increase in credits for the month, that team lead will tell his team to not submit any more credits period or he or she will get fired because the team lead's job is now in jeopardy. So as a result, it doesn't matter who calls in or for what situation we can not give not one dollar. Doesn't matter if i'ts completely Verizon's wrongdoing. We have to beef it up or lie because that performance survey will still be in effect. So do not blame the agent for lying. I'm sure it took every ounce of him not telling you the truth getting up and walking out.

My conclusion is that if Verizon stops being so cheap and hiring third party vendors and create 3 or 4 corporate centers with people and supervisors who are really dedicated to helping customers not worrying about stats and number, then issues will get resolved. No lies, straight truth. Also, I never worked in the store but the income the store agents are commission based sitting them up to have to lie and mislead. And I add, I was terminated because I got caught with a CDL training book on my desk studying so I can make it out that hell whole. Now I'm driving trucks. Thanks for reading.

So now I am losing my customers of 20 years, owe Verizon $636 dollars for nothing and now my business is suffering and all my customers are going elsewhere. Verizon is the worst company I have ever dealt with and is costing me thousands of dollars and my business. Thanks Verizon, you have help me go broke. Your customer service sucks!!!!!

I took the phone in to the store to be repaired. The sales clerk stated "Why did they sell you this? We have had so many customers complain about this device.” He tested the device and confirmed that it was broken and he could not fix it. The techs over the phone confirmed that there was a defect. I ask members of the management team to "downgrade" my device BUT I was willing to continue to pay the same data fees and all other fees. I REALLY JUST NEEDED A DEVICE THAT WORKS!!!

For 2 months, as a new customer, I literally begged Verizon Wireless to send me a basic phone even a flip phone as long as it works. I told my same story to at least 10 different Representatives, one at the actual store. I spoke with five members from the management team; alien troubleshot my device at least 10 times to no avail!!! I paid for service for 2 months and could not use my phone. Verizon Wireless did not care one bit, continued to charge me for a service that I could not use and the problem was never resolved. Needless to say, I am back with T-Mobile! Paying the early termination fees and yes the restocking fee for a second line that I added was worth every penny! At least now I have a phone that actually works!!!!

Upon my return the next morning, the manager informed me that I had to pay the $35 even though I was told by Verizon that the manager would waive the fee due to the misrepresentation of the product. The manager reviewed the product & found that it was defective - therefore would only return it for the same or different product. I did not want another model due to the fact that I was not informed that by using the Jetpack, my bill would increase substantially to almost double of what my present bill is. The practices that the manager, Brent, uses to sell either product or services is very deceitful & customers are not able to make a just and informed decision on what they are buying.

At the second kiosk that I visited on Monday night, the clerk informed me that she has her customers initial that there is a restocking fee & there was signage as to the true cost of the Jetpack. I am presently paying $10 a month for air time, and the fee for the Jetpack is $20. I was told that my bill would be reduced by $20 if I went with the Jetpack. Had there been proper signage that the Jetpack air time was more expensive or the clerk had properly advised me, I would have never agreed to the purchase of the product.

When I questioned the manager, Brent, why his employee would promise me that he would waive the $35 fee, he informed me that he was a new employee & not aware of company policy. His employee has only worked for the company for 3 weeks. I would think that 3 weeks is enough time to be aware of company policy so that the consumer can make an informed decision on what products or services they wish to purchase. The manager's attitude displayed, in my opinion, a blatant disregard to the consumer & if he had to be deceitful to make a sale, he had no problem doing so.

Verizon Wireless is the scummiest US company on the planet when it comes to billing tricks, so what I did and what you should do is tell them to shove their free phone where it does not shine and get yourself a prepaid no contract phone from Boost, Virgin Mobile or Walmart. You will save a lot of money if you can dish out the funds to buy your own equipment. Verizon Wireless is deceiving. They hide behind tons of disclaimers that are hard to read and designed to protect them before the consumer. An honest and ethical corporation does not this much red tape.

This is a list of the events that occurred Aug 22nd, 2013. I called in to telesales at 6:30 AM and a rep took the order. He failed to ask who the phone was going to and to what address. So, I corrected him and he stated that he made the necessary changes. Once I received my notification email, I saw that it was in fact wrong. I called in and a CSR rep said she filled out a form to make the changes for FedEx to ship to the right place. I then re-reviewed the email for additional mistakes...this is what I found:

He took the order completely wrong including:

-Changing upgrade date of wrong line

I was furious!!! There were a total of 4 more calls in to customer care, but at the end, it was the supervisors who failed. They not only made the situation worse by refusing to call back when promised, but also to transfer me to tech support for no reason. That was bogus!!!

I want to know that the rep who took my order and the two supervisors received some sort of additional coaching on how to deal with these scenarios and an apology from the supervisors that I dealt with. There were two female reps (Last rep that called me back and Tech support rep I got transferred to) with whom I spoke with specifically that just went above and beyond to try and fix an already terrible situation.

Even now, my equipment credit has not been put back even though I was told it would be 24 hours.

Verizon truly needs to focus on not just selling, but standing behind their word. Do what you say you are going to do and put it in writing. Making unfulfilled promises to grab a bigger piece of the market share only goes so far before the secret is out. People need to know if they are paying top dollar, they are getting something for their money. I won't give you my business if you treat me poorly with bad customer service! The rep I met with recently is the first person from your company who has impressed me in a while. His name is Josh and he is from Portage, MI. The Battle Creek store didn't impress me.

My experience over the last week was finally the last straw that led me to filing this complaint. In May of this year, quite unexpectedly I found myself in the position of having to care for my 75 year old mother. Now supporting two people on 1 income in a small town is challenging at best. I got behind in my bills with Verizon. That being said, I always called and kept them apprised of my circumstances. I did pay regularly but was not always able to pay the full amount. On Friday, August 2nd I made a payment of $268 and change. I was told then that I would need to make another payment of the same on the 16th. I called in on the 16th to make a payment and ask if I could pay part of that. My service was disconnected and I was told that I promised them a payment on the 15th. I do not even get paid, until Friday.

I know mistakes can be made, that I had to pay that balance to get my service back on. The supervisor's name was Holly. Although the words were right, her attitude was very condescending and her responses were patronizing. A person doesn't work in the call center world as long as I have and not be able to hear that in someone's voice. At this point, let me say that I have Tourette's Syndrome and when something like this happens where I know that something can be done, but it is being refused it sends and I'm angry over it, it hurls my body into a series of vicious tics. I lose sleep which only exacerbates the tics. I had decided that on Monday I would go into a local store and see what could be done.

By the time Monday got here, I was exhausted, and I was a 216 lb walking spasm because of all of this. Even now as I write this and talk about it I am shaking and my tics are awful. This is how stuff like this affects me. I should not have to go through this over asking for just a little more time. On Monday, I went into a local store. The manager, who was wonderfully, placed a call for me. We got to a service rep that made some payment arrangements with me. She got approval from a supervisor and my service was turned back on. I was really elated and grateful. She then transferred me back to an excellent CSR name LaRon, who informed me that a phone I had returned which was defective was over the time limit to credit it back. He did say that he would work on it and that he would call me back.

I got an e-mail from him the next morning apologizing for not getting back to me, but he got on a long call. Now THAT is customer service. Well guess what? I woke up on Tuesday and my phone was disconnected. You can imagine my response. I was so angry now I was unable to work. I spoke with yet another supervisor who told me that the system would not let her work that out. I asked if they were able to do it last night, how come she couldn't. She told me, not in so many words that that should have never been done and she didn't know why they would have told me that. She was curt and again very condescending. I explained my circumstances and the fact that I have Tourette's and that it was all I could do contain myself from exploding.

When her response to me was a placating "I'm sorry, I understand," I about went through the roof. She doesn't understand! I told her in the conversation that I thought one of the other supervisors was a ** to me, and then realized what I had said and apologized. She still refused to do anything. I know for a fact that Verizon has forgiven entire bills of thousands of dollars. I am not asking for anything like that, only a way to make regular payments for a month maybe till I can get my feet back under me. She still would not work with me. I then told her that she was leaving me choice but to go to an attorney, have my records subpoenaed, contact the FCC, and Better business Bureaus. Her response to me was "well, do what you need to do."

Again, I don't feel like I'm asking for the Taj Mahal here. I was not asking to have my bill completely eradicated. I was simply asking for time. I am quite sure that my record is now flagged as a problem customer. Once upon a time, I would have sworn by Verizon as the best wireless service in the U.S. Today, I would never refer them to anyone. The behavior of the CSRs and floor supervisors is deplorable. I also know that I am not the only one feeling this way. Over the past few days I have read hundreds of complaints posted about this very same thing. I truly want to thank you for taking the time to read this epistle. I felt I needed to be fully clear about what has transpired, especially over the past week. I appreciate your help in these matters and would love to be able to say that Verizon is once again an upstanding and dependable company.

On the 1st, I mailed my check to the address supplied by Verizon. On the 4th (holiday) I received two phone calls and a text message asking me to make payment. Because my check was in the mail, I was unable to afford an additional payment to suffice their phone calls and text message. There was no opportunity to speak with anyone. On the 5th, I tried to call customer service but because my phone number was not recognized, I did not understand how to get through to customer service. The same day I received another phone call (robot call) requesting payment. I received another call, I believe, on the 6th or 7th. Again no availability was granted to speak with someone to notify Verizon my check had been mailed. No availability on the website or by phone. Within 9 days my check cleared.

On the 10th day, I received a call from Verizon Collections asking me to make payment. I explained all of the problems with trying to make payment and that my check had cleared so why was Collections calling me. The call came from either NC or TN whereas my payment was mailed to Texas. I wrote corporate and explained how inefficient and confused Verizon was with the lack of consolidation of their billing. I received a call from corporate and their answer was that I needed to understand that after the first I missed my payment and I needed to understand their billing. This is their solution?

My complaint is my check cleared but still received a phone call from Collections, after my payment was a few days late. I received another call on a Saturday from Collections after my check had cleared and she informed me I could use the website and gave me an address. Because I have not used Verizon in several months and change my passwords for security for all accounts, I am unable to use their website because Verizon does not provide a "retrieval" process for lost passwords. All of Verizon's information to make payments is incorrect or lacks valid information. I have been given two website addresses (and no password retrieval availability because my phone number is invalid and all of Verizon's communicative process requires a phone number). These addresses have not been provided to me through any of their information therefore I would have not had any way to know this address to make payment.

I have been given a phone number that has not appeared on any of Verizon's information. I asked how was I to know this phone number? How was I to have known their website addresses to make payments? But yet they call from collections. Yet another letter now from Acworth, GA arrives and it too supplies me with a website address but there is no retrieval process to retrieve my password. I received a call from corporate - believe public relations - and he asked that I contact him with any other problems, followed up with a letter but as before, Verizon has missed the point entirely. They have so many different billing entities, have not supplied inactive phone numbers with the ability to make payment. All of their information is incorrect and/or has a glitch for the consumer to complete a transaction. The fact that I received 3 phone calls in one day after my check had cleared is harassment. It is due to the fact that Verizon has inadequate and insufficient processes in place for the consumer.

All of this began with the first robotic phone call and the entire process of dealing with Verizon has been exhaustive, upsetting, and harassment. Verizon has so many billing entities: NC, Texas, GA, etc., the consumer cannot possibly understand their best option to avoid harassment from Verizon. The consumer is not provided the correct information to use the website, or valid phone numbers to make payments for an inactive phone number.

I have learned to use snail mail, sending certified and put it in writing to several departments. I covered my ** all I could as this appears to be the only way to protect my credit and make an attempt to act in good faith though Verizon treats their consumers otherwise. Verizon has yet to understand their processes require a mobile phone number and if it is invalid with Verizon, there isn't any other option to use their procedures that they will fault you with. I have made one payment with one of the phone numbers that Verizon Collections has given to me. It is the only one that works, but is nowhere to be found. It was given to me by a Collections representative one Saturday as she attempted to retrieve payment (that had already been cleared). It is a no win situation with Verizon. I now have a prepaid phone and will not deal with corporate entities again so that I can avoid this past Verizon experience in the future. Simplify.

I told them that the customer service said to use this phone until I enter in a local store and they was give me another phone because mines was under warranty but not to make it an upgrade until I could get the new Storm, or Razor. So they had a special buy one get one free or for half price come to find out because someone in the system decide to upgrade my phone without permission. Verizon not let me get the phone I wanted.

The phone kept malfunctioning and finally I just couldn't take no more. Reluctantly I paid my bill and decided to continue my service in 2012 between May and June there were a surge at Verizon technology company. I guess any way I asked them why they was cutting my services and also charging me a high bill the supervisor only took off $70 dollars on a $400.00 dollar bill then it just got higher and higher when they added some kind of share plan and 4G network that in my area 4G never came through so everything they try kept getting higher and higher. So my phone went off and when they did reactivate it the 1G 2G sometimes 4G or 5G was being use up but I could get it in my area. I constantly call a tech and the customer service every time something crazy would happen they just explain it away.

So finally July 2013 I ask them to cancel it and let me know what my finally bill would be even will early disconnect. So I accepted her finding at $739.00 and had them to shut the service off then all of a sudden a bill came for 1,440.00. They mail me a settlement letter for $700 and change which is almost the amount I accept to pay. So it has not been resolved and my bill still stands at the 1,440.00. I just would like to fix my credit and not be charge or pay these bogus amount of money. It’s not fare when you can't get the right service to paid for bad service or someone else calculation mistakes. If your company had an unexpected power surge you should charge your customers in that area as less as possible it was Verizon equipment that malfunctioned why do I have to pay need help to resolve for a better outcome.

Verizon wireless has a limited number of towers available in New York City, which they describe as a "difficult area to cover" due to the "tall buildings." Therefore, if any customer is in a high demand area, their phone will slow. Plus, the "tall buildings" also make some areas more difficult to reach than others. Take home message? Verizon does not guarantee coverage in NYC and states that losing access to data all day whenever in the city is part of normal network functioning!

In 4.5 years, Verizon has sent me 16 warranty replacement phones this does not include upgrades or Asurion replacements. Nearly all of the 16 suffered from data-related issues. Some would freeze when an email came in while others would simply stop loading pages for an extended period. By the end of my first year I had already been through three Blackberries. Over the next three years came 11 Droids. Since January 2013, I have already been through three iPhones with the last, my current, frequently fails to transfer or receive data during most of the day occurring on most days. Throughout all of this, Verizon never offered anything beyond replacing the device meaning, they never once considered the possibility that there was a problem with their network. 4.5 years and 16 phones later, Verizon just now ordered the FIRST IT ticket on my account. And I find that unreasonable and unacceptable. Plus, the ordeal involving my current phone's dysfunction proved the worse. That story follows:

In December, it was time for my 13th phone. So, after all other OS failed me, or so I believed, I switched to the iPhone what everyone believed would solve the mystery of my continuously dying phones. However, within one month of my December purchase, my first iPhone stopped charging while all data-based programs began to slow whenever an email was coming in. But Apple replaced it. The next phone would slow to a near crawl for extended periods whenever using data. But Apple replaced it. By the third day of my next and current iPhone, it began simply freezing whenever using data to the point where most of the workday my phone can only be used for texts and calls - a worsening but nearly identical to my experiences with the majority of my Verizon phones. Specifically, my current phone can take two hours to load my Gmail if at all; lose GPS at any moment - often while in transit; and lose all internet accessibility.

This occurs most days, regardless of location - the one absolute is that it is the least reliable anywhere in Manhattan. However, this time Apple refused to replace it explaining that they believe the issue to be in the network. Since Apple identified my carrier as the culprit, I called Verizon. This began the biggest challenge and worst ordeal of all my 16 replacement phones. When I first called, I spoke with one of the few truly amazing workers I have come across during my 100s of hours dealing with Verizon due to their failure to ever truly remedy the situation. This rep was the first and only to take note of how many phones I've been through and the first and only to finally ask, "What's going on here?" He, more importantly, informed me that he was going to write my first IT ticket. THE FIRST! That's right; through 16 phones in 4.5 years, nobody had ever once written an IT ticket.

He explained that he was doing so due to a potential problem he identified that would have affected my service across all phones since joining the Verizon network - something related to an inconsistency between my phones number and its linked shared secret number (I truly don’t remember but this number was described to me as a sort of identification number that is paired with your cell number and is used whenever roaming as well as by all data-related programs). Just like what I have been experiencing, he explained that texts and calls would not be affected. However, everything else, regardless of devise, OS, etc., could be compromised. What I heard was that Verizon could have prevented this from continuing and instead left me chasing an impossibility (that the problems were in the device) while wasting my time and money. I believe that it is reasonable to assume that if an IT ticket had been issued earlier, or really if any investigative process was launched at all, then I would likely have saved many hours and much frustration. However, at this point, the "ordeal" is just getting warmed up.

The IT ticket was submitted and I was advised that the resolution would take up to 72 hours but that they often call for more info with the first 24. To date I have yet to receive one call on this matter. All info I have gathered myself when calling, which I did each time I found myself carrying a useless smartphone I called nearly every day. Through the course of those calls, four reps decided to "take on the case" and promised to "call everyday to update me - one called once to tell me that there was no update. That was on day 13. I never heard from him again. I experienced literally no customer service while living with essentially a flip phone in an iPhone case everywhere in the city and frequently everywhere else. At day 14, I literally begged for them to do something. The only offer I received was to buy another phone and line and add it to my account. I could then return it within the first 14 days for a full refund. That was it.

On the 17th day without any contact from customer service, I called and was told that the IT ticket had identified the "cause. " I was told that my phone suffered from poor coverage in my home area. Now mind you that I never complained of issues near my home and was very specific when explaining that it is the most problematic in Manhattan. Additionally, of my many Verizon iPhone 5 friends who frequent my apartment, I am the only to complain of accessibility issues. Furthermore, not only was I clear when describing the issue, but when the IT ticket was described by customer reps who I was speaking with at Verizon, it mentioned my home calling area as the problem area and both times I corrected them. I specifically asked that they adjust the IT ticket accordingly. However, this was apparently for naught as the 17-day IT ticket ultimately investigated an inaccurate complaint. Meaning, after 17-days, I am left with no resolution or even progress - or even reliable access. My phone continues to struggle even when sitting next to my girlfriend, a Verizon iPhone 5 customer as well. I believe this 17-day - but should have been three day IT ticket report is an utter fabrication. Flat out. No investigation was conducted.

I then requested that my second ever IT ticket be written and submitted now containing that appropriate location everywhere but mainly in Manhattan. In the meantime, I am now entering my 22 day since first informing Verizon of the failures of their network to deliver reliable service to my 16th phone. Again, Verizon has done nothing. The take home message? Clearly, Verizon has failed me. They did not do all they could in order to provide me with access to their reliable network, which caused an absolute loss of time, money, and effort, not to mention an absolute loss of faith in Verizon. I have worked harder than anyone at Verizon to remedy this still unresolved problem while Verizon failed to perform their due diligence in attempting to remedy the situation. I use a failure to perform due diligence here to represent Verizon's refusal to explore all possibilities especially given the extreme circumstances concerning my case.

Instead, the route easiest for each customer service rep was taken and they simply replaced the device instead, which essentially puts the problem back on me and continues to deny me access to the network. I was told that filing a full IT report could take a rep hours to complete. When taking this further, due to Verizon's failure, it is likely that my ability to take full advantage of the network as described in the contract was prevented. This has resulted in numerous difficulties including recently becoming lost on foot for two hours in Baltimore during a heat-wave due to my data connection dropping for two hours all while trying to navigate my way to a destination - in fact, just this past weekend I had to pull over to wait for my GPS to load while driving to Baltimore. Beyond the impact of an unreliable phone, I have dedicated an untold amount of hours both on the phone and in person attempting to remedy the situation all the while Verizon did nothing but were the only ones who held the ability to correct the dysfunction.

I was literally wasting my time and it was a result of Verizon's failure. I was also told that beyond a $52 credit given early in July for the days of compromised connectivity but before the actual filing of the ticket, Verizon will not credit me any amount for any of the days spent investigating the ticket. I was told that Verizon credits for time their network was down not slow. I explained that email would take hours upon hours to load to which I was told, so you're saying that it would eventually load. They also informed me that according to their records, my phone had use a lot of data during the times I reported. I have no idea how this is possible due to all I’ve described but I do know that the phone would not simply freeze; it would continuously attempt to load a page, refresh mail, or connect to GPS. Perhaps this was the cause. Regardless, no credit was offered. I did call back and try again to which I was offered $10. I denied the offer.

This is simply unacceptable and I will not accept it. Thanks to the ridiculously erroneously-based or flat out bogus IT report, which states that I have "poor coverage" in my home calling area, I am able to leave Verizon with no cancellation fines. However, forgiving the cancellation fee in no way comes close to making up for the time dedicated and lost on this futile effort. It is the futility of this effort and Verizon’s refusal to allow me access to the network by failing to investigate anything beyond the device while I continued to experience significant disruptions all the while paying full fare that I believe warrants consideration of the legitimacy of the right of Verizon to keep my payments. I believe they do not and should even owe for the unintended consequence of their intentional refusal to explore instead of replace. Fortunately, this is a quantifiable amount, which I intend to pursue.

I will be filing against Verizon in small claims court. I was informed that I have to advise you of my intent at least 30-days before actually doing so. Please consider this email to be that statement of intent. Additionally, I was told that Verizon cannot inform me of the frequency and duration of my customer service calls without subpoena. Therefore this email also serves as notification of intent to file for a subpoena in 30-days as well. I anticipate learning that I have spent well over 100 hours attempting to deal with this situation. I will be seeking compensation for that time plus reimbursement for money spent for compromised access to the Verizon network and inefficient support in remedying - or even attempting to identify - the cause.

Verizon needs to care about customers in general but should take note of one who has gone through 16 phones in 4.5 years. One for whom Verizon never opened an IT ticket and instead just saddled him with years of difficulties. One who waited 17 days with no contact at all just to be told the results of investigation into the wrong address and that offers no resolution. And one who still lacks reliable access to the network. There is absolutely no justification for this. If you know how to help, please do. If not, then just voice your displeasure with the monster Verizon and the methods of their madness-inducing customer service whenever and wherever possible. I am posting this email everywhere I can. Thank you.

When I asked who could I talk to if they were caught cheating again they informed me that there is now one I can go to, that's just the way it is. She also said "this is not cheating or stealing". So let me get this right... If I go to a Verizon store and buy a couple of items and pay for them, then at the last minute I can just grab a $15 item and run out with out paying just before closing and it's ok..? Yes Verizon, we are all just idiots and yes I am stuck with you 2 more years. Yes Verizon, you are right, I am just another customer and I suck. I have noticed all of the other long time customers in the forum that are taken for granted in this forum. Like those also I must speak out. Your tech was wrong, there is someone I can talk to and other providers I can do business with when we get out of this contract. Shame on you for this business practice...

Counting down the days until I can switch without being taxed for that as well. Verizon, you know where you can go and how you can get there... Any other faithful Verizon customer, bail out as soon as you can, Sprint and T-Mobile are extending much love these days. Do yourself a justice and take advantage, before you end up flushing your hard-earned spending money down this unappreciative cesspool of a corporation!

I finally could not take it anymore and wandered into a Verizon store in Payson, AZ where the very polite store manager could not directly help me, but did everything he could to call through to corporate to get them to help me and replace the phone. Since that day, I have spoken to so many representatives, had so many promises of call backs, and here I am with the same phone, still dying on me by mid day and not one ounce of sympathy or concern. I even volunteered to just get a different phone and pay the difference (but did not want to have my plan changed as I am grandfathered in) but as with everything else that has transpired along the way, this too was denied me. Honestly, a great company like Verizon unable to assist an unhappy customer with a bad product.... that's shameful.

The problems began to start with the bill paid on July 3, 2012. This bill was for the billing period ending on June 9th. We were shocked when got the bill and the total was for $1051. We went to our local Verizon store (where the customer service has always been exceptional), and they called Verizon customer service on the phone and let us talk with them.

As I talked with the customer service rep from Verizon, I could immediately tell he was not going to be as helpful as the people at the Verizon store were. He let me know (with no exceptions) that I was responsible for the excess data charges from account. He listened to me as I explained to him that for nine months, we had been getting data overage alerts and now (when we really needed them), we were no longer getting them. After about 45 minutes of pleading to him over the phone, he finally said he would give us partial credit for the over-data allowance and reduce our bill from $1051 to $635. We grudgingly accepted this offer with the idea that this problem would not come up again. In addition, the Verizon rep suggested that we start usage controls, which we did for a small fee.

As my next bill arrived, I was again shocked as the amount was exuberantly high. The bill (for the period ending July 9th) was for $635 and included a $360 Usage and Purchase Charge. This time, I called Verizon directly and talked with a seemingly more helpful Verizon rep than the last time. I told her my story (that I still wasn't getting any overage alerts and that the usage controls that I had installed were apparently not working correctly). After a lot of back and forth conversation, she stated to me that Verizon would only charge me for the basic service fee and waive the $365 usage fee. I felt a lot better about the service from Verizon at this point and immediately told my wife that our problems had been solved!

The next morning (July 25, 2013), we got a text message on our cell phones stating, our request to obtain a full refund on our overage had been denied. Needless to say, neither my wife or I was very happy at this point. I called Verizon again and was eventually connected to a woman named Arlene who stated her position to be the regional customer service rep for Verizon wireless. She was very professional and helpful with me. She pointed out to me that the $365 occurred from the time period of July 10th through July 17th (before we began the usage control for phone #**).

I let Michelle know that in my previous call to Verizon, I was granted a full refund for the overage, but she told me that the person who I talked with was not authorized to make that decision. I also let her know that I still was not receiving overage alerts from my cell phone. Arlene said that she could grant me half credit for the $365 overage, bringing the bill to $445. She said that she was not authorized to give me full credit for the overage, but would call me back on Monday (when I got back from a camping trip).

After getting back from our trip on Monday, I got a voice mail from Arlene stating that her manager would not allow a grant a full allowance for the data overage. However, she claimed she had already 1/2 credit for the overage (which by my calculations would have been $180). This was not done. Now on Wednesday, a $345 has once again been charged to the phone #**. So now, in addition to the $635 bill Verizon was requesting that I pay, an additional amount bringing the total to $800!

I called Verizon customer service once again on the morning of July 31, 2013. They connected me with bill pay at first and I told my story. They told me I needed to pay the basic charge for the period of $275 and then they would connect me with customer service to dispute the overage bill charges. The story had now become so long that it was difficult to explain to the customer service rep over the phone. She was able to verify that the phone #** had data usage control attached from the period beginning July 17th. After she listened to me, she put me on hold and said she would put me on hold as she researched. After about 15 minutes of waiting, I was hung up on. I tried to call back but was not successful at getting through. At this point, I am very frustrated!

Finally after my 3rd refusal to accept, even the BBB wrote and said they felt I was given ample excuse and dismissed the case. Since then I have heard of those in Brunswick and Onslow Counties also having trouble yet Verizon reps treat you as some ding a ling who doesn't know what they are talking about. The personal and customer service part of the relationship with them is gone. I honestly think they do not care. We are in the world of everyone having wireless phones so they know everyone is addicted. I am sure they are making hand over fist in $$. I will say the reps in stores and those in the call centers are probably not making the best $....which is why customer service is nonexistent. I can tell from all calls I have had to make that they are trained to reply in certain ways. They do not listen to your problem and are too ready for the "recorded" response. Hopefully, if you write the BBB, you can at least get the response that you can disconnect without penalty.

If I wasn't under contract I would change services tomorrow. I cannot stand you arrogant bastards. Once the deal is done is where you lose total care. I had one small request to be happy and the asst mgr said his hands were tied and he could not and would not honor request. My hands are not tied and I am on my last good nerve with Verizon. I really don't expect a response so I won't be disappointed yet again. Signed a previous loyal customer. You have my history so check out my history.

Basically, Verizon, you don't care about us because you have so many customers but yet you advertise that you care about all your customers? Why lie? Come on, everyone. We all need to file a class action against Verizon so that they learn to appreciate everyone who spends 500 a month as a customer. Why are you guys so mean and why don't you try to treat us with respect especially with all the other phone companies out there? Can't you appreciate the 7 lines I have with you and the 10 years I've been paying you guys 300-500 a month? All that doesn't matter in a clap of a hand. It's a bad relationship and we the consumers are being used and dumped on their terms. It's sad corporate America, you advertise in papers, magazines, tv commercials about your excellent customer service and your quest to give great phone service. Yeah right, I have never been disrespected like I have been by your cust service reps. Thanks a lot, Verizon.

I feel like there are intentional games being played by this wireless company and they are trying to force me to upgrade while I'm not ready to. I told my son and others who are on the same service what is happening. They said, "Yes, you usually incur a lot of problems when they want you to upgrade," and they feel the same that it is intentional. If I AM forced to get another phone, I most definitely will change carriers as this is not right.

On June 14th, I had used 75% of my data plan. This was 4 days before I was notified that I had used about 50% of my data plan and 5 days before I was notified that I had used about 75% of my data plan. If I had received these notifications in a timely manner, I would have determined what was draining the data usage and put it to a stop. However, since per the text message I was at about 75% a couple of hours before the end of my cycle, I was not as concerned. I understand that the notifications are an approximation of data used; however, I would expect them to be accurate within a 24-hour period. I would even accept a 48-hour period though I would not be happy about it. A notification two weeks after the fact is totally unacceptable.

This notification service that Verizon is using is unethical and I believe fraudulent. I did discontinue the Alerts being that they are not even close to accurately representing the actual usage. While discontinuing the alerts, I got the message "Please be aware that you will not receive any alerts for voice messaging or data. However, you will still be responsible for any overage charges." It is ironic being that I am being held responsible for overage charges due to these same inaccurate Alerts. I have talked to customer service representatives. As polite and courteous as they were, the only option they could do was reduce the charge by 25%. I do not believe I should be held liable for any overage charges that I was not notified about in a timely manner.

When I finally got access Asurion could not verify the acct. and refused to replace the phone. I again complained to the 3 different stores and got the same BS and no help. I had my number ported out of VZ back to AT&T because VZ/Asurion refused service and broke my contract with them, not I. I was willing to pay the termination fees but deducted the $7.00 per month Asurion ins. fees since they were worthless. The harassment began, the most worthless, self-centered bunch of ** I have ever done business with, useless as ** on a boar hog! My wife had a smart phone and I had that ported out to AT&T because of their attitudes and smart mouths have threatened to mark my credit report. Now before I pay one more cent, I will take them to court!!! !

For last 6 months I have been getting bills, collection calls and threats of ruining credits. My efforts to sort it out with Costco were futile. I made about a dozen calls to Verizon customer service and received no encouraging response except to talk to Costco. I believe Verizon is responsible for ruining my credit history and now I am being denied credit.

How am I supposed to deal with it? The Verizon Rep, Al **, promised me to fix it but never did. Verizon makes it impossible to get through and none of their customer service agents ever tried to resolve it. They did tell me that they are making notes in my account that the phone was returned within 14 days but we have no verification. Costco faxed the return receipt but Verizon never took any action. It is a systematic approach of Verizon to punish customers who expect refund or reject their service. No action was taken and there is no response to follow up calls. Often Verizon customer service phone is disconnected while on hold. Costco is unable to help me and they say they tried.

Then I called about the internet not working for 2 months, and the employee said he would refund me $65. Then he told me the damaged iPhone I sent back had water damage in the area where the charger is plugged in, but he would refund me 50% of the $299 they were going to charge me. Then after talking to him, I asked for a supervisor. He said there was no one higher than him to speak with and that if I was so unhappy with the company, he would not charge me the cancellation fees for the 5 lines I have and I should find another service! He did finally give me a number to an office in Tampa, which I called and they looked at the account. He never refunded the $65 nor the 50%...

When I went to the local office in Cross City, FL, I was told that he put a note on my account not to give any refunds and he also suspended my internet connection! I called again because my iPhone kept dropping calls. They sent me a refurbished phone and are charging me $299, stating it also had water damage, which I know for a fact is not true. I called again and was told they would go ahead and give me a refund of 50% off the $299, which they never did. And now I've called the corporate office again and she said that there are no notes that I called about that phone or the refunds, which is a lie, and that there is no record of anyone accessing my account to help me, which is another lie.

And now the corporate office I spoke to today will not help in anyway and is implying that I have lied about the phone calls to the call center! I told her to pull my phone records to show how many times in the last 3 months I have called about the internet not working, being lied to about refunds that never were taken care of until I called the corporate office the first time! I advised her that she should have a training class on customer service for their call centers and the lying they have been doing since I started calling! I will be posting this on every Verizon website I can… Do Not use Verizon. They lie. Their customer service lies and now their corporate office is lying also!! This is a warning to all that are thinking of using Verizon Services!! If you do your research, you will find out they rate very low in customer service and now they have been lying to me!

I was told by the customer service department to turn off downloads or updates, OR go to a Starbucks to download. WHAT??!!!! I was also told by another customer service agent that too many people were abusing their unlimited plan so Verizon so graciously came up with a way to charge people who used more data. All I see is a way for them to make more money. I now have had to update to 6 GB, which runs me around $159 a month and it's still NOT unlimited. Stay away from Verizon if you want to use the internet. They are ripping people off and blaming them at the same time. This is going to be a long 11 months I have to wait to dump that GB plan.

The next morning, on 4/29/13, about 16 hours after signing the contract, I called the Wireless Advocates salesman and told him I wanted to cancel the service. The rep was a different one than the man who sold me the service the day before. He said he would cancel the shipment of the device for the service, but that I had to call Verizon myself and cancel the service. I called Verizon customer service and told the representative I wanted to cancel the service and she said it would be done. A week later I got a Verizon bill for the first month’s service and I called them again to cancel. The customer service rep said their inventory showed that the device wasn't there, and therefore had been shipped to me. I said I didn't get it, and she said to call the rep at Costco.

Since the Costco store is 85 miles away, I called and reached the Wireless Advocates kiosk and talked to the original salesman, who said I had to bring in the device, and I told him I never received it. He promised to call Verizon and cancel my account; I followed up later in the day and he said my Verizon account was cancelled. I got a second bill from Verizon and asked to speak with a supervisor after getting nowhere with the customer service rep. After being put on hold for a very long time, I finally got a supervisor who told me her full name and said she would call the Wireless Advocates people at Costco the next morning, since they were closed by that time, and would make sure everything was cancelled. She assured me she would call me after talking with the Wireless Advocates salesman and would let me know that she had successfully cancelled my Verizon account. Of course, I never heard from her.

Today I got a "Past Due" bill. I called the customer service number again and got a message to call another number for service. The recording gave me 6 options to choose from for prepaid wireless service, and none of them were Wireless Advocates, and I could not get a live person. I called the first number again and finally got a live person who proceeded to inform me that my account was past due. I asked to speak with the supervisor again and was put on hold and no one ever came back on. I hung up and redialed and got a recording that said to call a different number for customer service, but when I did, I couldn't get a live person, just a recording telling to me to choose an option, none of which applied to me. I went on the Verizon website and found a different Customer Service number, but when I called, the person who answered was a billing clerk who told me my account was past due. When I explained to her what the problem was, she said I needed to talk to Customer Service and would transfer me. However, I was left on hold so long, I finally hung up.

I called Wireless Advocates at Costco and talked to the supervisor, who told me he would get it taken care of as soon as he could, but the person in charge was traveling and it would be a day or two. You cannot reach anyone at Verizon that will help you when you have a problem, and they don't even have an email address where you can write them. Their Chat Line has the message that all reps are busy and to call again later. I did everything I was supposed to do in order to cancel this wireless service, and yet they won't do anything but continue to send me bills. Do Not enroll in a wireless plan with either Verizon (or Wireless Advocates in your local Costco store), because they will NOT give you any customer service when you need it. I don't think the problem is with Wireless Advocates, but is with Verizon, but if they sell the product and tell you that you have three days to cancel your contract, they should honor that.

I have spent hours on the phone with Verizon and have never ever done business with a company that refused to help me like this one. Once they get you signed up for a service, it is impossible to get any help at all. Buyer Beware! Go on the Verizon website and read all the complaints from other customers; it's the way they do business at Verizon. I wish I had done that before I signed up for their "service".

I went back to Target and returned the cell phone and got the same exact model, brand new phone in Verizon packaging. It's sold as brand new. Finally once speaking with Customer Service, they were going to restart my plan, but I would not be able to use my cell phone for several days. Before the month was up, the cell phone once again became inoperable - defective. The same exact thing happened. I had to return the second phone to Target and repurchase a new phone. Customer Service told me that I would not be able to use this new phone for a couple of days. Or I would have to get a new phone number to use it right away. So I waited. That phone became defective.

I went back to Target to repurchase my third phone. After 3 days, the phone became defective. I called Customer Service; I demanded a credit for the month. I had a balance on the phone. I had spent over 3 hours with several customer service reps who refused to get their manager. This was the exact reason why I left the last carrier which was Virgin Mobile. I drove to the Verizon store. The Verizon representative told me that my phone was defective. He told me "Verizon sells refurbished phones through Target and that none of the phones are brand new. I was outraged. He told me that the phone that I have presently will have to be replaced.

I called Customer Service that evening. The customer service representative dropped my call when I demanded to speak with a manager, REMOVED my cash balance, and DISCONNECTED my phone!!! I called back Customer Service and demanded them to credit my account for one month. After spending 2 more hours with several representatives, they made false statements saying that they did not know how the money was removed from my account or how the phone was deactivated. Finally, one of the reps got a manager and said they put a cash balance on the phone.

I woke up this morning to use the phone. The cash balance of $70 was gone. I could not make a phone call. I waited until a few hours ago to spend another 2 hours to reach Customer Service. They said they did not know how the balance disappeared but to restart the plan, I would have to get a new phone number; my phone number was gone. I agreed. I called the Corporate Office immediately. They said they would transfer me over to their complaint department and disconnected the calls.

I am recommending that a class action lawsuit be brought against Verizon for swindling every single consumer out of their hard-earned finances and deceptive practices knowing that they are selling refurbished phones and if there is an attorney who is reading this, to reach out to the public and to file a lawsuit on behalf of all consumers.

They were being unfair. I was forced to make a payment agreement which I don't know if I will be able to keep in order to get my service reinstated. I again stated that I needed to speak with a manager and was told that they do not practice that service; and if I needed to give a complaint, it had to be online. As soon as my contract is over, I will change providers.

One time, they messed up with my account. Instead of doing what I asked them to do, they did the opposite of what I asked them and that tells you how dumb they are. While dealing with Verizon indirect agents, they seemed more understanding and knowledgeable than direct agents. I recommend anyone who is reading this review to think twice before he or she gets into this Verizon mess. I would rate Verizon on the scale from 2/10. I had to fight with them every time I go to the store because they don't know how to do their job. I have returned many of their sucky devices after fighting with them.

Recently in May 2013, the last agent I spoke with tried to resolve the problem after their technical support idiot messed up my account and caused me a big huge fight with my wife. They asked how they can make it right to us so I said, "How can you do that after the bullet has been shot?" I spoke with at least 9 agents including the assistant manager but to no avail. They are all the same; cheaters, liars and fakers. I work at Montana State University and at this point, I will tell all my coworkers about all the sucky experiences I encountered with them, also to my relatives and friends. I hope this Verizon company goes out of business.

Verizon Wireless employees are not well trained. They tell you a bunch of lies just to get you into their service. They sell you crap electronics. They talk you into buying more electronics. Their devices are the worst ever. In addition to that, they talk you into signing a 2-year contract and once you are bound, then you have to pay penalty in order to get out of it and it varies on the device, phone, etc.

I have dealt with Verizon Wireless indirect agents on many occasions and found out that they are more experienced than Verizon direct agents. After all the troubles I have been through with them throughout the past 2 years, between buying their devices and the troubles they made me go through, this made me terminate all the services with them. In addition, I advise other customers to look into Verizon's devices and services before they get involved in their scams. I am on my way to talk about my bad experiences with Verizon Wireless Bozeman Montana branch to all my co-workers and leave the choice to them. In addition to that, I will tell all my relatives who have Verizon Wireless to terminate their services. I would be very happy to talk to a lawyer to give me my rights or any company or consumer organization. Please contact me via my email address to confirm my information. Thank you for your reviewing this article.

I asked for a supervisor, and customer service supervisor "Michael" employee number ** also refused to reverse the fee. He said that even if Verizon's original representative had promised me there would be no activation charge, it didn't matter. He said that my contract with Verizon, which I apparently signed 15 years ago, disclosed that fee. Apparently Verizon thinks it is perfectly okay to lie to customers on the phone, and then charge fees the customer was promised would be not be charged.

I will never "activate" another thing with Verizon. Beware such bait-and-switch tactics by unethical companies. Verizon Wireless apparently does not value me as a customer, despite my 15 years of loyal business. Bad business practices like this need to be punished, so I'm spreading the word: Do not believe anything any Verizon Wireless representative tells you because they will lie and you will be stuck paying more than you were told you would have to.

I received the new phone and bought a case for it (could not find an OtterBox). When I purchased the phone, I also paid the $6.99 insurance and was told that the phone came with a 1 year warranty. One day it stopped taking a charge and I took it to the local Verizon Store. He tried cleaning out the USB port, handed it back and said that he could not fix it, “Please call Verizon from the phone in the store to get a replacement.” I talked to their rep and told them the problem, and they sent me out a refurbished phone.

About 2 months later, I got the Verizon bill with an equipment charge of $299. My wife called up and was told that they did not receive the phone. When I got home, I looked in files for the return receipt, gave up after an hour and checked my text from Verizon, and they sent me a “thank you for sending it” text. I called billing and they transferred me to tech support. I was told that it was a legitimate charge. They sent me pictures of the USB port corrosion. I checked my text and email - surprise no pictures. She checked and could not find any messages sent to me. I told her that I did not drop the phone and leave it out in the water. She told me it was my abuse and Motorola was not going to cover it. I told her that the phone should have been able to withstand humidity and why was I being charged the full $299 not the insurance deductible of $100.

I was then told I should have made an insurance claim for something that should have been covered by warranty. She was going to do me a favor because I was a good customer and give me 20% off. I asked to speak to a supervisor, who said that the best he could do was 50%, said that if I filled out an insurance claim, I would have to still pay the equipment charge plus the deductible. I called back and spoke to another rep, then a supervisor who offered me to pay the $100.

We were disconnected and I called back and she said that she would call back in a few minutes - never received a call. I also noticed Motorola customer satisfaction was on the bottom of the list and that they have settled a similar lawsuit about USB charging ports. I will probably end up paying the $100 but will not renew my contract when it is up.

I went home, looked on the internet and the FCC site says it could take up to 4 days. So why wouldn't I believe the Verizon rep? I did not want to be without phone service. So I went back to the store at 4:00 on Sunday (the only day we have together to get anything done) and signed up. Then we got a bill from Verizon saying we cancelled our contract on March 3, 2013 and they are billing us $240 for early termination fees ($120 for each phone).

I have sent 2 emails about this and talked to 5 Verizon Service reps and 2 supervisors and cannot get this resolved. They never call back. Each time I have talked to someone, they claim there is no record of my emails or phone calls. It's a one sided game. I have copies of every email I sent them and the log from my computer when they were sent. Yes, I'm angry. I think I have been lied to. Enough is enough.

Within 30 days of getting those phones, the exact same problems occurred with the new phones. We called Verizon and were informed that this must be something we are doing wrong - on all three phones! They tried to blame an SD card, but that was only used on one phone. They claimed there was too much information on the phone (contacts, photos), although the phones show plenty of storage space left and, again, all three phones had the same problems. As of this point, Verizon will only offer us the opportunity to send all three phones to them for "repair," which means we would be without these phones for more than a week at minimum. We have decided to find used phones and activate them. Sadly, we just re-upped for two years, but we will definitely cancel our Verizon service at that time, after having been with them for about 10 years.

Today, I went into Verizon to cancel my father’s phone explaining he had passed away; and until recently, I was not aware I could cancel his phone. The manager of the Yuma, AZ office named ** informed me that it has been too long since he passed, and I would have to continue to pay for his phone until December 2013 when his contract is due for renewal. I reminded her I was not aware of this policy. She stated that Verizon doesn't tell people about this policy. So I again asked, “If Verizon doesn't tell their customers, then how would I know?” And why is there a time limit? He is still deceased today. I have paid for his phone now for 1 year 11 months after he has passed. I am not asking for back money, just to be able to terminate a contract without penalties, which according to Verizon they allow, unless you ask for it. I appreciate your help in this matter. His cell number is **.

When I received notice that my four lines were being discontinued due to late payment, I immediately began working for them, yet not on their payroll. The check sat on an employee's desk for 30 days! And it sat at the Pennsylvania location that doesn't even accept payment! Don't you think if you walked past a desk for 30 days seeing a check made out to Verizon in a location that doesn't accept payments that you'd take some type of action?! Upon my call, they immediately began searching for the check, but in the meantime, I had to pay my bank to stop payment. When Verizon located the check, they failed to contact me and you can predict what occurred. The check bounced!

I incurred another charge from the bank. Then Verizon had the gall to contact me and relay that payment was not made due to my negligence! I had to pay that month with a credit card and stop payment permanently at the bank, which cost me more money. That was the first of 6 consecutive months with billing errors.

I had four lines for a very long time but when going through hell, I made up my mind that Verizon needed to be eradicated from my life! I now have 2 lines. I've managed to rid myself of two lines with two remaining. A supervisor in New Mexico said that he'd reimburse me the bank funds I was out due to Verizon's errors. Do you think that occurred? He also gave me his cell number, if I ever got into any further errors with Verizon. Soon after he did so, a bill arrived that was... wrong! I called him and guess what occurred? Nothing! I never heard from him. The company said they would track him down and get back with me. Did that occur? No!

It seems that most of the company is not held accountable. Anyone can say about anything they want with no liability, leaving the customer in the dust. The New Mexico supervisor was stupid enough to relay that Verizon had worked for years to be number one on JD Power's list. What does that say for a company that has to work for years to be at the top of the list? It says a lot, and it's not a positive.

I hope Verizon isn't counting on remaining #1, because they're going to fall and fall quickly. One error took 3 hours and 26 pages of notes to track who was saying what, their name badge number, what was said discussed, who I was being passed to and why. No one should ever have to spend 3 hours of their free time working for a company, yet not be on their payroll!

I pay $130.57 for two lines. One is mine, just a cell phone & the second is my son's smart phone for college. I could have a smart phone like my son. He could have a new one and through Walmart or other such place, pay far, far less than what I'm paying now. I'm conducting research for the best as I don't want the word Verizon spoken in my home!

If they want to remain in my life, they need to do the following: 1) meet or exceed their competitor's price (2 smart phones for $45 each at a number of stores), 2) work exceedingly hard on being accountable, 3) follow up with customers to determine if all services obtained, changed, arranged have been received & all is well, and 4) repay me all the time and energy I worked for them to straighten out 6 months of errors by sending me a free Tablet with a free net connection.

It has been two months now and I have yet to see a reduction of the charges stated as well as the initial $75 off the first month's bill. I spent a good part of the morning explaining to several Verizon representatives the above situation, and all said that I am locked into the two-year contract. By me confirming that email, which I was told initially to disregard since it was just an estimate, I have no basis to appeal. I took precise notes on the promises said over the phone. I was given a verbal promise by the representative how much the new billing would be for the next two years. In a nutshell, here's what I feel are the company's misrepresentations:

Verizon representative quotes $75 reduction in first month's bill. Same Verizon representative quotes a $145 bill with the same services I have received for the length of the two-year contract. Same Verizon representative says email quote was just an estimate, that his quotes would be the actual quote. Despite the order number, Verizon supervisor said the company was unable to trace the employee who made the quotes to verify my notes. Verizon supervisor said I am locked into the contract despite the conflict in quotes.

I went to a local store, gave them the death certificate and a few minutes later he came back and said the account would be credited. At that point, I was very impressed with Verizon. That is until I started getting the collection calls. For the first week I ignored them, thinking it took time for the credit. The second week, I actually spoke to the collection person. I told her what happened and she said she saw that the credit was being processed. She apologized and said I wouldn't get any more calls. I didn't. Instead I got a threatening letter from a collection agency! Now they were messing with my credit.

Infuriated, I called corporate and asked for a supervisor. I got a cheerful woman who said she was a "problem solver." After I took the time to carefully explain that they are the ones who initially offered to credit my dead sister's account if I simply took a copy of the death certificate to their local office (I did that, reliving the car crash several times during that experience), yet they did not do what they promised. Instead, harassed me with collection calls and then turning me over to a collection agency. This woman started telling me that there were charges after my sister died that I would have to pay for. She told me that their company doesn't credit accounts for deaths and she doesn't know why anyone with Verizon would ever tell me that. She suggested I go back to the local store with another copy of the death certificate and find out why they didn't do what they said!

Unbelievable! During this conversation, I had told this woman that my business had 22 phones with Sprint that I was considering switching to Verizon based on my initial experience with them. But I was reconsidering based on what was currently happening. And her response was to relive my sister's horrific death again? All over $100... oh, wait, I forgot to mention it was now $200.00. They charged me for the month after she died too! I told her forget it. I would pay the stupid bill and hung up on her. And I did, except I couldn't do it online. They had closed the account. I couldn't even pay it at the machine in the store. It showed a zero balance. I actually had to again relive my sister's death by speaking with the local store rep. All because the people at Verizon Wireless pretend to have a conscience and be concerned about their customers, but they are really cold-hearted liars. I haven't seen my credit report yet, but if there is anything negative on it, I will be contacting my attorney.

I reviewed our data usage for the past 2 years and we never exceeded 10-12GB of data usage. But within the first 2 billing cycles, Verizon indicated that our usage exceeded 18-20GB of data usage. This is impossible. Our average cell bill went from approximately $175 (+/-) to excessive of $350+ in total cell bill expense. I do not agree with the outrageous and erroneous data usage. I do not agree that we had to incur an expense to cancel the contracts due to the fact that Verizon failed to add the equipment insurance to the account like I requested and have always have. I refuse to pay the excessive expenses associated with data usage that has never been historically repetitive for at least 24 months.

Today, I spoke with another customer service rep and he said he would reduce the early termination fee by $105 but said if I spoke with his supervisor, they most likely would waive the entire fee. His supervisor said that she was willing to waive $60 and that all other previous offers were "off the table". I am switching to another cell service provider.

I told them to disconnect and give me money back on the phone. "Oh, we can't give you your money back on the phone ($145.00). You're 4 days late from that and it will cost you $175.00 to disconnect." I talked to a customer service person on 3-15-13, who had a pulse, and helped me some but wouldn't bend on reversing the disconnection fee and credit on the phone. I do everything to help them save money (paperless all in one bill). I have Fios and home phone. I'm out $170.00 now and still can't get them to even consider giving it back. What a ripoff this company is to people. I'm just old school. I think there should be customer service. I guess they will not miss me when I go.

On one of the secondary lines, the Droid Razr phone had to be returned in the first month of service due to the phone screen locking into emergency call only. A refurbished phone was sent out as a replacement after several trips to the local Verizon-owned store. The refurbished phone also had several problems and after several trips to the Verizon store, it was replaced with a refurbished phone. This happened two more times and I now have a fifth phone that does not work correctly. Now that the phone has been down for the fifth time, the person using this, my fiancee, refused to use it and decided to transfer her line to T-Mobile.

After trying several hours on the phone to get the out of the contract on that number and not having to pay the early termination fee of $190, I was not successful with my efforts. I then proceeded to explain all of the difficulties I was having with my phone and tried again unsuccessfully to get out of my contract completely without paying over $500. This was also unsuccessful; however, after speaking with a gentleman named Mark, he apparently tried to make thing right. Mark stated that he could send me a new phone out with an early upgrade fee without extending my contract. I agreed to this and thought it was settled. I was wrong.

I received my new phone in via FedEx and after reading the fine print, it was evident that if I activated the phone, my contract would have been extended for two years. This was unacceptable to me so I called and spoke to Mathew, employee number **, and he stated that he could do nothing except try to get me another refurbished phone. I tried to reason with him to let me out of my contract without paying any early termination fee for all of the trouble that I went through and for Mark lying to me about the contract extension. This also proved to be a futile effort.

I would just like to be released from my contract without an early termination fee and return the two phones that do not work correctly. I do feel that Verizon's customer service has really dropped the ball with me as someone who has been a customer for well over ten years. I believe strongly that Verizon did not honor the terms of the contract and all I want is out.

I called the store 15 minutes later and played dumb, asking them if they had the iPhone 5. Lo and behold, they said, "Yes, we do." I said let me speak to the manager. The manager already told me he spoke with the Hicksville manager and couldn't give me an explanation why I had to waste gas and drive to a further location. Totally unacceptable. Since I didn't want to purchase the bundle package, this ** salesman didn't want to be bothered. I really don't know why I'm making this complaint because nothing will be done anyway.

On 2/26/13, I called Verizon and talked to another pleasant person about the questionable $9.99 charge, which I thought was unrelated and which looked like a change on our standard monthly fee for Verizon services. We had made some changes which were coincidentally $9.99, a standard extras increment, but not in time to be on this bill. Instead, I was told it was from the 551-63 number and it is listed as a sex site. Why am I not surprised. The Verizon person removed the charge as a one time favor, along with a word of caution about what I click on or download. And why should she believe I hadn't initiated the transaction.

When I finally put two and two together and went over the calls from this 551 number, I called Verizon again and talked to another pleasant person. We went through removing the block, sending out another stop order and reinstalling the block on the scam number for all the phones on our plan. Normally you should receive an instant text reply confirming a stop order. After 2 tries in 2 different ways, I had received nothing. She sent a stop order from her station and did receive a confirmation. She also made sure all charges from this scam were credited. Otherwise, I would have received another bill for $9.99 from the February try.

At $10 a minute, I don't want to get texts about artichokes or anything else, so I followed up by registering a complaint with Verizon against the scammers. Not that it will solve anything, but at least I have established a track record. At $9.99 a month, it can be easily overlooked (missed) as a normal recurring charge, until you finally figure it out.

4. The scammer has my number and could keep this up by changing their origination number. Hopefully, by responding aggressively, they will be forced to move on.

Then, I received the letter and I personally wanted to let you know that it is not correct. First of all, Mr. John ** says that this was due to an "equipment replacement" and therefore, falls under their policy that it had to be returned within ten days for us to be credited. It was not an "equipment replacement" at all. I had gone into the local Verizon store located in Dickson, TN to speak to someone about the air-card we use to get the internet where we live. We have been paying $60 a month for years and suddenly it had failed.

They were going to replace it (which they did) but then a young associate at the store, Dillian **, suggested we try something new. He offered us what is called a "Hot Spot". It allows for you to have up to five pieces of equipment on the internet at the same time. I informed him that we had received something many months ago (but not that) and it was supposed to deliver 4 G of power but that it had not worked where we live. It would not support any other equipment and it constantly kicked us offline when connected to our desktop computer. We had had to return it to Verizon to get back our old air-card. And what had really upset us was that because we couldn't use it, our bill, which dropped to $50 a month if we used, it went back up to $60 even though we wanted to use it but couldn't.

Mr. Dillian ** explained that the "Hot Spot" was altogether different and could very possibly work for us. He offered to order one for us and reluctantly I agreed. Within a couple of days, I received only a faceplate and battery. I took it immediately to the Verizon store (even though it is 25 miles from our home) because I could not figure out what it even was. He apologized and told me they had completely sent me the wrong thing but that he would contact them immediately again and straighten it out. That box they had sent me went right back to them as we mailed it back within a couple of days after receiving it.

A couple more days went by and we received the very same thing again and again. Now we had two boxes of something that was completely unusable for us. I again went in to the store and Mr. Dillian ** got quite upset about this (I wish someone would contact him so he can tell you himself). He kept apologizing and he boxed up boxes for me to send back, which I did that day! I asked him if he could send them and he said he couldn't. Since we live a distance from town, I put them in the mail that day. It would have been stupid to hold on to them and mail them later.

Then, finally, I received the right equipment. The only problem was that a charger cord was not included. I called Verizon and was first told that I would have to buy one! I told the associate that I had never heard of such a thing, as you couldn't use the equipment for more than a couple of hours without one. She tried to get me to pay her almost $25 for one but by this time, I was pretty upset, as you might imagine. When I told her I would just send it back, she finally agreed to send me a cord. Mr. Dillian ** had given me his email address, which I thought was very considerate, due to all the trouble I had already had and told me to contact him if I had any problems connecting it, after I received the right one or not. I wrote and told him about the cord and he told me that if I would come in to the store, he would give me one.

I went back to the store and he gave me a used one, and unbelievable as this may seem, it was frayed and wouldn't work! I again made a trip and he felt so bad for me, he gave me a new one. Then I received a new one from Verizon and insisted to him that I return one of them but he refused, saying I deserved one extra because of all the trouble I had had.

So the equipment was not replacement as Mr. John ** would like you to believe. And immediately, when Verizon texted me saying I would be charged for it, I called them and was told that they had received the equipment back on November 12th and there had been an error made in something to do with the digits, so it hadn't been credited to me correctly. But they again notified me that I would be charged. This happened about five times, over a period of a couple months and each time, after being placed on hold for anywhere from 20 minutes to over an hour, they would find the error, apologize, and admit Verizon made the error, not me. But despite all of this, they still took the money from our account. If they did this to many others each month and kept it the same amount of time that they kept mine, they could do quite well on just this! I am angry that they misrepresented what happened and turned it around to look like I made the error.

Last night, I went on the internet and found that I had received a letter basically informing me that if I tried to switch carriers now, I would have to pay a large fee to the new carrier because of my conduct with Verizon. Nice touch. We have been loyal Verizon customers for years. We have never missed a payment, despite the fact that at times our bill has been over $350.

I wanted you to know what the truth is in this matter. Thank you for your help in this matter, although I guess there is nothing else that can be done now.

Yes, it appears if push comes to shove, Verizon will apparently care enough to make amends... I have to give them credit for that... but they still deal with a too-big-for-their-britches mentality, and need to somehow steer the company spirit back toward a humbler, customer oriented, earn-your-business environment. Soon or later, their competitors are going to catch up... and if they are to continue leading the market, they will have to bend, and become less rigid and more competitive.

Original Review: Feb. 12, 2013

I was a loyal customer of Verizon Wireless and their predecessor (AirTouch Cellular of California) for nearly twenty years (since 1994). However, at the end of 2012, I reached an end of my patience with a variety of issues. Most especially what I believed to be their price gouging overcharges and incompetent customer service, and decided to end my long term relationship and take my business to one of their more reasonably priced competitors.

I detest change and would have preferred to remain a Verizon customer, and made several good faith attempts to resolve these billing grievances with Verizon by communicating with their customer service representatives and by personally visiting and speaking with agents at two of their Verizon stores in Middle Tennessee. But none could explain nor seemed to have an interest in investigating why my billing had continued to rise despite my decrease in usage in recent years nor why I was billed more than $70 per month for a plan that supposedly had a base fee of around $40.

No one in this present market should be paying $70 a month for a legacy flip phone that makes only about a dozen short duration local calls a month, receives only a handful of texts with no access to the web. However, this was my case and it seemed that the strategy of their representatives was not to assist in helping me lower my costs, but rather to upgrade and up-sell me into even higher cost plans and contracts. Meanwhile, I became fed up with this all and made the switch to a new carrier, which apparently overlapped three days into their next billing cycle. So after already being thoroughly irritated with Verizon's overcharges, I got my final bill from Verizon which again was another overcharge for an entire month (27 days) for which I had no service from Verizon!

I strongly disputed the validity of this final statement I received for $70.63 on the grounds that: (1) Verizon provided no services or wireless access to me for 27 days of the 30-day billing cycle that they falsely billed me for; (2) my previous service contract(s) with Verizon expired several years previously; and (3) their overcharges and billing abuses are a common practice, and the very reason I chose to end my long history with Verizon Wireless to begin with! I will be pleased to pay for the 3 days of valid services they rendered me during which my transfer to a new carrier overlapped into their billing cycle. But it is fraudulent to demand payment for 27 days, in which no services were provided or contracted.

I am truly amazed at Verizon Wireless! Their loyal customer of nearly two decades cannot get answers to his simplest requests. Then becomes outraged by their billing arrogance and pulls the plug on their services. Then how does Verizon seek to remedy this situation or even possibly lure this long term loyal customer back into the fold of the faithful? By of course slapping him in the fave with another overcharged bill for 27 days of service he didn't receive! Can you see a slight discrepancy here? Or some type of unfairness that might just aggravate a customer further who was already ticked off by Verizon's deafness to his concerns?

Unfortunately, it seems to me that greed, exploitation, unethical marketing and sales tactics have become the common business model for Verizon Wireless. During a time that Americans have struggled for their economic survival (losing their jobs, homes and their very lives), it's a strange irony that Verizon has posted record earnings. In fact, at the peak of our nation's worst economic recession, your website boasted of your historic 4th quarter profits. It appears that Verizon's great success has less to do with the quality and integrity of your service, but rather their continued attempt to skirt anti-trust laws to monopolize as much of the wireless market as they can get by with and to exploit those who have little choice but rely on their services and pay noncompetitive prices.

Verizon has done quite well riding on the backs of gullible teenagers who've been locked into unmanageable long term contracts, on the seniors and elderly whose existence relies on fixed incomes and making phone calls to their doctor, and on laid off employees who've had to make tough decisions whether to buy groceries or to pay their Verizon bill. A little bit of reason and genuine customer care and service would have gone a long way to resolve this petty issue, and would have retained a customer who has more than proven his worth as a desirable patron.

Thus far, my repeated letters and emails to Verizon have brought no response. They only continue calling and harassing daily for their invalid charges. If Verizon can see fit to make appropriate corrections on my final billing, I will be happy to comply and pay my bill as I did for 19 years.

I have been calling Verizon and tried, in good faith, to solve this problem. All I get is being transferred from one line to another without any help whatsoever. They did tell me about my excellent credit history with the company, and that I had to call the collection agency because that wasn’t their problem. The the collection agency tells me they were the ones who placed my name on their agency, so they have me calling back and forward from one company to another. Only one person told me, once, that she would send me a letter stating my excellent credit history with Verizon; but the letter never arrived.

I called again only to find out that they had no intentions of sending any letter. This company knows that they made a mistake with my name and social security number, and they don't want to help me clear my credit so I can buy my house. Plus, they would not give any information about the person who really owes the overdue amount even though they know that overdue account is not mine. I don't know what to do anymore. Is there anything you can do to help me solve this problem? Anything will be greatly appreciated.

I called Customer Care and explained what was explained to me in the store by the sales rep (14 days, just pay restock fee of $35). The phone rep said I should have read the customer agreement. I explained that the customer agreement wasn't given to me, just a short blurb on the receipt explaining the return policy of 14 days plus restocking fee. I asked for my customer agreement several times and called different reps and none could provide me a customer agreement. One explained that they can't just send me a copy. The overage charges, as explained to me, were because I signed up for 10 GB plan, and since I used 8 GB and cancelled early, they converted me to a 5 GB subscriber and charged me 3 GB in overages.

In essence, I signed up for 10 GB, but Verizon can get more money from me if they downgrade me to 5 GB plan without my permission and then charge me 3 GB in overages. The phone reps said it was all in the customer agreement but the handful of reps I've talked with cannot furnish this elusive customer agreement. Am I crazy? So I went to two different Verizon stores and asked them about trying out some products. Both sale reps told me the same as the first, just return within 14 days and only, only, pay the restocking fee. I made sure to clarify with them both if there were any other fees and they said no.

I called Customer Care again to tell them about this and they said Sales reps can say anything to get a sale but that was not true. I have this statement in an audio recording as he gave me permission to record our phone conversation. Does this sound like bait and switch to you? Sales reps basically have no accountability for deceiving customers just to make a sale? And Verizon can have you sign an electronic screen saying you agree to the terms without really providing you the terms of agreement? And they can use their top secret way of calculating final bills to maximize profits, even if it means changing the data plan you initially signed up for so they can charge extra overages?

I wish this was the end of my six months debacle. I paid the final $68.09 on 11/21/12 because I wanted it to be over. Done, right? Well, believe it or not, they recently sent me to collections because I ignored a letter that stated If you have paid, please disregard this bill. I called them today about this collections notice (1-23-12) and they have notes of me talking with a phone rep about paying the final bill. I have my credit card statement to prove I paid it. Essentially, the phone rep wrote the notes about me paying the final bill, charged my card for $68.09, but did not credit my account.

Now after 6 months of this fiasco, I'm in collections with Verizon. What started out as me trying a product for 14 days and returning it for just a restocking fee of $35 has led to countless hours on the phone and paying over $135 and still being sent to collections. Can someone help provide some justice here (sorry for the long post - just wanted to be thorough)?

I did and the bills kept getting bigger and bigger. I called again, talked to CS. This rep did some changes that would help me. It was wrong; this went on and on. I kept calling. I finally made my last call to Verizon and repeated my story once again. Finally, I said to her, "I am not running a business; these bills cannot be correct. I needed some explanation on usage." And I went on to say, "It would be cheaper for me to be charged the early termination fee for both phones and have my service turned off!" Verizon rep told me that she would have someone call me back. I never received that call. I am not trying to get out from paying my bill but someone needs to explain where all this usage came from.

Now, my account has been turned over to a collection agency charging $329.15 + my bill for $2,157.77. I had already explained that I would be needing a payment plan to get Verizon paid but, "Jesus", what they are doing isn't right. My quality of life is not too good these days due to my illness but reading this letter from the collection agency makes me sick!

The interesting thing is that every time I would call and talk to an agent, they would agree that it should be easy to change it back, and say they would call me and let me know when it was fixed. Then no one would call, but the notes on the account would say I agreed to such and such. I never had. So they would close it out. Basically they seemed to have a policy of lying.

I am countering it by not paying the increased rate which I did not agree to. They also add, on every bill, "little" charges for overages that didn't occur and are within the plan, which I'm sure add up for them but are a nuisance for people to call about every month. After 10 years, I am not going to remain a customer. I have only a few months on my last contracted line. The other two have expired.

I called many times and was put off or never got through to anyone. I finally reached a CS rep on 12/22, who looked at my account and could see my frustration. She agreed I should not have to pay the early termination charges of $149 since it never held a signal. I received my bill today by email and the early termination fee was there. I called Verizon and was assured my account would be credited. Later in the day, a supervisor called to tell me he had denied the credit and a contract was a contract - even though it had never worked. I had to mail back each unit until it became silly.

They would work in town, but not where I live and it was plain it would never work. I was told on one of my many phone calls that a new 160' tower would be built in my area sometime soon. Really! And that helps me how? I suppose I should have terminated after the first one did not work, but they promised me they would get one to work. I am currently looking at another carrier as Verizon's customer service is awful.

I received a lot of incorrect information from the start, and then to add insult to injury, I was treated like the scum on the bottom of someone's shoe. If I am able to find a phone company that fits my needs, I will be leaving Verizon. I guess this is the appreciation you receive after being a loyal customer for so many years. I just hope that Verizon can see how poorly their customer service is being rated by so many and make some serious changes. Hopefully, leaving this review along with others may assist them in taking steps in a different, more positive direction. This is not the way to run a business no matter how large the company is.

Today, I received a text that I was being charged an additional $348.00 for the use of my phone (which still isn't working properly!). Immediately, I called Verizon customer service and spoke with a rep, to whom I asked for a supervisor and was transferred and he explained that there was nothing he could do to assist me with the bill. I have been through this 2 times before and was not familiar how to turn off the cellular data and paid the bill, but this time I am not willing to be screwed for the amount considering that I took all the precautions & steps not to get overcharged! I easily could have bought a calling card and used pay phones that are throughout Toronto or a relative’s phone, especially since I called for troubleshooting and was not even told then that I needed to make any changes!

When I asked why not the $695, I was told that $209 and $214 was $695. When I said it wasn't, the lady started talking to me like a child and had me write down the numbers which still did not add up to $695. When I said it totaled $423, she growled and hung up on me. So I went to the store to talk to a person face to face. They checked it out and saw what happened and agreed that we should have $695 refunded (that took 2 hours), so still no refund. So I contacted my credit card company and they put a temporary hold on the $695. Thirty days went by and the credit card company reinstated the $695 because Verizon claims they did not receive the return, the return that the store employees acknowledged they received. Now we sent it back using the label that Verizon provided with FedEx.

The tracking number says it was delivered. However, because Verizon chose to use the Smart Post service, the address does not show on the proof of delivery, which they obviously knew when claiming they did not receive the package. Every contact with their customer service has involved lies, deception and premeditated fraud. And on top off all this, my phone still drops calls. The amount of time I have spent trying to correct this has way exceeded what is proper. And Verizon wouldn't even offer to replace the screen protectors we wasted on the first phones. They wanted me to pay another $35 for 2 cents worth of plastic.

So now that I have lost an entire hour of pay, they give me a hard time and tell me that they aren't sure even by me making a payment arrangement that they won't disconnect my service. ** is wrong with this company? Seriously, I have had this account since 2003 - almost 10 years! While you are giving away phones to new customers, I can't even get a break on making a payment arrangement.

I am beyond mad and your company couldn't care less because they know that either way they screw you. If you have a phone you pay - if you cancel your account, you still are accountable for the ridiculous fees. I guess maybe I should sign up for the Obama phone. Oh yea, you have to be unemployed to receive that. Lol! I am frustrated that when my internet doesn't work or my calls get dropped, I am not entitled to a break - you can still charge me - no matter if the service is good or not. I see a check box you can check if you would like an attorney to contact you. Really? Is that a scare tactic or is it there because so many people are complaining? The sad thing - the people reading this are just trying to make a paycheck. The owners, CEOs, don't really care as long as the cash is being counted!

I took it back the second day, and they updated it and told me it should be fine. It wasn't. I have been to a dozen Verizon stores and talked to their customer service reps dozens of times about the problems I have with the phone. All they ever do is update it and tell me it should be fine. Last month, when I told it to the Verizon store and told the young man that it was good for nothing beyond duct taping to a railroad track and letting a train run over it. He checked it out and told me it was defective, but unfortunately, my warranty was expired and there was nothing he could do to help me.

I had 450 anytime minutes/month plan which met my individual needs. When I got a job last September that put me in the community all day every day and on the phone a lot and out of town a lot, I called Verizon and changed my plan. I was supposed to get 900 anytime minutes/month and the female canine customer service associate, who screwed me big time, told me that in order to keep my GPS (about which I also complained at that time), I would have to get internet access - which I don't use and didn't want on my phone because their service was just changing and I could no longer have GPS without internet access. She asked me if I wanted paperless billing and I told her absolutely not because I have not ever been able to successfully log into their website.

I stopped getting bills, but Verizon sends little pre-recorded reminders. So every time I got one of those, I pushed the button to be connected to automatic payment system and paid the minimum amount due with my debit card. My bills have all been in the $85-$95 range, which matched the amount of bill I was expecting and I do use 411 a few times most months when I'm driving and need to make a business call. Today, as I was driving through the rural countryside (2 counties away from where I live via GPS), my phone quit working altogether. I couldn't even call Verizon on it. The next little town I went into, I asked for directions for a Verizon store and was helped by a very nice young man who went onto the Verizon site and informed me I owe Verizon $389 in overage charges. He got my phone working for me again. It had been suspended for a non-reason completely unrelated to the overage charges.

When I called Verizon, the customer service associate who helped me today informed that while I had indeed called Verizon on September 4, 2012, the only thing that was changed on my account was that my GPS had been linked to internet service. I had been given unlimited text messages which I did not ask for and I had been given paperless billing, which I adamantly declined when it was offered to me. He put me on hold to find out if he could remove any of the overage charges I should not have had and returned to say he was informed by his supervisor that he could give me a $30 credit if I agreed to the next step-up plan - which was 900 anytime minutes per month, which I was supposed to have had since early September anyway!

There's more. When I decreased my plan to 450 anytime minutes/month in September of 2011, it was because I almost never used the phone. I had initially requested they decrease the minutes in July of 2011, and in September, it had not yet been done. At that time, they claimed to have no record of my requesting a decrease in minutes. Although they did have a record of my July 2011 call, nothing was noted about my wanting to decrease minutes - which was the only reason I called in July 2011!

When she explained the situation, CS was willing to help only with replacing the Samsung flip with a refurbished or pre-owned iPhone for $349 (due to using my upgrade which I paid $30 for!). She explained that she can't assist, so I asked for supervisor. Gladys, the supervisor, explained just the same that she can only offer a pre-owned Samsung flip. I then explained that when I purchased the phone from Verizon, I didn't ask for a broken, refurbished, or pre owned phone. I purchased a new and working one. Again, I explained that I am not accepting a pre-owned or refurbished Samsung flip (and wouldn't have this issue if I bought an electronic device from anywhere else!). I was willing to accept a pre-owned iPhone if it can be insured and lessons were available. Gladys said I'd have to pay $349 due to use of my upgrade (on the broken phone!). I'm irate and offended after being with Verizon for over 25 years.

When I spoke to a supervisor (Salvador), he informed me the additional fee was for "reprinting my bill." I also spoke to Asi at Verizon's Executive Offices in regards to this matter. Though claiming to "understand" that they were charging me for 26 additional days despite not providing any service, they both were very dismissive towards my request to prorate my account and bluntly stated this is what Verizon does and there was absolutely nothing they can do about it. They prorate your account for a partial month when you first sign up with them, so why do they not have the same practice when you cancel your account? Despite clarifying and waiting to switch my carrier after my contract term was up, they still found a way to charge unfair and inappropriate fees. I should not have to pay for over 3 weeks of service that was not provided to me, especially when I was no longer in contract.

I would like someone to contact me directly so I can either get a replacement ASAP or get me out of my contract. I'll be sending this via the online account management tool as well and will be sending this out to several consumer advocacy sites. There are simply too many options out there regarding competitors and I simply pay too much a month for this level of service. Hugely disappointed. I can also be reached at **. Thank you. I sincerely hope that Verizon stands behind their products and service level.

After talking to multiple employees at Verizon, I was told that they would not replace the phone since "no one saw it happened here" and that "they were not responsible for the condition they sell it in." If it was something I noticed at the time of purchase, they would have been able to replace it, possibly. Nobody we spoke with was able to help us. Considering that the value of the iPhone is $649, one would think that one can expect the item to be in mint condition when purchasing it. But Verizon or at least the manager doesn't see it the same way. He had even stated that since he's not willing to consider replacing the device, he would not even consider giving any compensation to show that they actually valued me as a new customer. Verizon, you have not only lost me as a customer but everyone in my family.

Well, no surprise here. Gen X and Millennia failed yet again. No call back and I have no working Blackberry. I have been a customer of Verizon over 15 years as far as I can estimate. It is all very hopeless. I'm thinking of giving up and going off the grid. It's not worth the time out of my life to deal with products that do not work or babysit people who do not do their jobs well. They have no follow through or concern for customer satisfaction. The replacement phone arrived without the critical Verizon computer card, battery or a backup. It seems odd to take a card from the corrupted Blackberry and insert it into the replacement. Nothing was explained to me at the store when they ordered the replacement Blackberry.

When I got a landline phone via Verizon, the problems also started, with calls from a 206 area code that was from disconnected Verizon phone numbers. This also continued to the point where I was discouraged from even using the landline wireless phone. I tried to explain that I had never had this problem before importing my cell phone number to Verizon to another carrier, and that I had retained the same cell phone number for over 10 years. I told them repeatedly that I believed the problems were directly related to people who worked for Verizon in Orlando, Florida who had been connected to my family. I placed many complaints with customer service, to no avail. I briefly changed my cell phone number but changed it back the following day as I did not want to lose contact with people who may still have my phone number.

I then decided that I had had enough of the crap and changed phone carrier services, as well as attempted to import my landline phone number as I changed that carrier service also. Verizon told my new carrier service that the landline phone number had been imported, but it had not and I had to change that number in order to change carriers. Verizon never investigated my claim of harassment by my so-called two family members, who worked for them in Michigan and were relocated to Orlando, FL where they continue to work for Verizon. Verizon does not want to take ownership of their customer-harassing employees who are disgruntled and use their position at their jobs to harass family who are customers over unrelated family issues.

Long story short, it has been a nightmare. We have had huge bills because of text message overages. Each and every month, we contact them in hopes we can resolve these issues; and every month, we are told by various customer service representatives that they see the problem, they will fix the problem, and we'll see it on our next billing cycle. Almost every month, we are disconnected. Some months, we are charged double connection fees on each of our three lines. And as of this date, 10 months later, we have only been credited $150 which is 25% of two months' worth of overage of text messages.

Yesterday, I spent a total of five hours on the phone with four different customer service representatives. Finally, when I talked with one representative named Ian, I thought I was getting somewhere. He agreed that we had not received numerous phone calls over the months from supervisors, that he could not understand why we had not been pro-rated on these charges over these last months, and that he was sure this could be resolved. He placed me on hold for 20 minutes, saying he would like to review this account once again so he understood everything correctly.

After 20 minutes, Ian returned to the phone. He seemed much different and less understanding. And he advised me that we were offered a 25% adjustment back in May and we accepted the offer and that's the offer we're getting! I told him we were not offered anything, that someone made an adjustment on our account was unacceptable to us, and that's why we had called repeatedly trying to resolve this matter. He stated that we did not call in June or July. I agreed that we did not call those months. I went on to explain to him it is not my job to make monthly phone calls that can last anywhere from one to five hours to resolve a problem that I did not create! I reminded him that in the last 10 months, we have made payments totaling $2806.21, including an electronic payment of $471.21 which we had not authorized; that in 3 out of 7 disconnects they had doubly charged us on each phone line for reconnect fees; and that they had charged an extra $9.99 line fee each of the 10 months. We ended the exhausting phone call with him again telling me he was very sorry but there was nothing more he could do for me.

Again, in 10 months, we have paid them $2806.29. And they claim my balance, as of today, is another $750.00 and that if I want to be reconnected, I must pay at least $408.80 to be reconnected! That would be a total of $3556.00 of charges for basic cell phone service with data in a 10-month period. This translates to $356.00 in monthly cellphone charges when our bill should run at $182.00, including taxes. I am tired. I am frustrated. Is it their intention to wear us all down? Please someone help me! I have no idea at this point what to do? Thank you.

They blame the manufacturer, but Verizon refurbishes their phones on site at Verizon centers, some of which may have techs from the manufacturers, but are all rebuilt phones. These phones are supposed to go through a "100-point inspection" and some have been so bad they have been defective immediately upon activation, rebooting, overheating, you name it. They cannot stick behind their equipment and I think every consumer really needs to look before deciding to go with Verizon. They may make things look all nice with their "coverage and plans, etc." but when your phone has a glitch, good luck!

I told him I did not feel comfortable about taking another phone like I had since this was the third telephone. But he stated that he could do nothing else for me. I asked if I could speak with anyone else and he stated that another manager would tell me the same thing. He stated that I signed a contract and I should understand how it works. I asked if I could voice my complaint to someone higher and he stated that this there were no other options. I have been a customer in 3 states with Verizon; for 15 years and up until this time I have not had problems. I plan to cancel my service as soon as I can and try to find a telephone to use until that time. I am a business professional and I need my telephone. No customer service at Verizon.

Quite possibly you may be thinking why? The number one reason is trying to get you to reverse these charges is a horrendous process. Why is that? When you know where we live, the towers we are using and all of the other information at your disposal. Only after I closed my account did someone actually attempt to reverse the fees in order to get my business back. When I asked whether or not it could be done automatically, I was informed no. Therefore, I continued to move forward with another company that does offer this service. It is my hope that you will take this payment as a settlement and let us sever our ties to each other. I have offered previously many months ago that I would pay only what my prorated usage was, but that was not sufficient and not one Verizon employee would provide that amount. Is it really all or nothing?

I will own my negligence in not sending this letter earlier, but I was frustrated and fed up with your customer service reps and managers who promise to return a call and then fail to do so, which in turn means I need to waste yet another hour and much more, going through my issue from the beginning with another rep and manager. Not to mention that my last conversation with a customer service rep was when a manager was due to call. Yes, your manager did not call as I was told they would so I tried to contact them again. Not even 8 hours later, I was told that I am in collection and that no employee at Verizon can assist me. What! How can that happen in just 8 hours when I was not even one month over at the time?

Now onto collection with no forewarning and notice in the mail stating who is responsible of taking this payment, although I am still getting bills from Verizon which is very puzzling. With that said, the payment is being mailed to your offices and will become the responsibility of Verizon to ensure that the payment is processed or handed over to the appropriate department or collection agency. I have no idea who to send my payment to as I have two different agencies and Verizon.

History: I added a phone line some years back and received a Motorola phone, which was replaced too many times due to the phone having issues and not for misuse or mishandling on the operator's part. I believe this was even confirmed when I was informed that the phone only malfunctions in that way when it was damaged due to water. Thankfully, I was able to resolve that issue. So the phone is replaced numerous times, with each time I am asking your customer service rep that this in no way is extending my contract. Not a problem Ms. ** as it is being replaced. Now onto phone #2 with the assurance that it would not extend the contract for that line and into another round of phone issues, Cosmos? A bit unsure as it was quite some time ago, but I am sure you have the phone name.

I remember this conversation clearly as I was driving back to Vermont and had to pull off the interstate in order to complete this call due to the awful coverage we have in Vermont. In order to switch out of one phone, we used the other phone line's upgrade. Then as more time goes by, yes, this phone malfunctions, doesn't work and issue upon issue so we upgraded to the Trophy with the same assurances. We have had to continuously switch and upgrade phones as the performance of each phone failed within a short period of time. I have spoken to numerous customer service reps and have records of many of those, but it is surprising to me that your notes in my account reflect an unnerving story. This is not from me being dishonest. So what then? My word against your rep?

I am appalled with the lack of professionalism and training your customer service reps and management has shown to me over the past months. It saddens me to see, understand and have firsthand experience that due to the society we live in, that you can't believe in a person's word. I am an honest, middle-aged, married woman and would not lie to you in order to avoid paying my bill. On the other hand, I have been trying to pay my bill, telephone/online and ironically, you are sending me bills saying I can do so. I know that I can't as I was informed this by a Verizon customer service rep, but for a laugh and lesson in frustration, I did so and was unsuccessful. Why is Verizon still sending normal Verizon bills? Are you confused yet?

I am requesting that you accept the payment enclosed, which I sincerely hope covers my prorated usage before terminating my account with Verizon and if you determine that my usage was over that amount, please send a bill directly to **.

Moreover when I called within a 30-day window, I had asked them since they suspended my line for $41.00 and charged me $60.00, could I have a credit for the reconnects being this was my first occurrence and I never had adjustments or used my phone renewal credit. They stated no. Then I asked the gentleman, could he just put me back on the 1400 minute calling plan and reverse my contract end dated for the two lines that didn't have phones upgraded. He stated that he would. With that being done, I would have been able to cancel two lines in June of 2012. I called in May to verify the change and they stated it didn't happen and I would need to go to the store to present my photo ID to discuss adding changes on the account.

At this point, I was upset because previously they had made all these changes without it and then they had the audacity to tell me to go to the store and speak to somebody else, because they say I agreed to the promotional plan (they also noted by the account was protected from making changes over the phone). I went to the store in Maple Grove, MN. They told me they couldn't change anything and I had to discuss my issue over the phone with customer service (even though the manager there agreed Verizon screwed me over). So, I spoke the Verizon Wireless at the store and they put me on the phone with loyalty. I asked them if I could have the promotional plan back with the 5 family and friends and adjustments since I took a higher calling plan (for nothing) (thinking the guy would keep his word about reversing my contract dates).

Again, Verizon said no because it was a one time thing. They could not offer it again but they could put me on a lower calling plan which didn't make sense, because it was the same amount as my grandfather's calling plan. So here I am in debt paying for a calling plan that I can't afford and a company that lied multiple times. I truly don't understand why Verizon wants to change my contract dates on the lines that haven't had phone upgrades and I'm paying for minutes I don't need. They are trying to keep me under contract because of their precious churn and revenue and it's not right. I would also like to state these call centers that are outsourced continuously lie and don't add proper documentation to their accounts. Even the guy Brandon from loyalty was rude and catty about the whole issue.

I'm not sure what kind of service Verizon is offering nowadays. I even upgraded with one of my lines in December 2011 to a basic Pantech phone, which has been replaced once and it still power cycles and loses memory. I really don't want to keep my agreement with Verizon until March because I'm very dissatisfied.

I spoke with someone at Verizon, and after going back and forth for about 45 minutes, she said that they were going to void the early cancellation fees. I reconfirmed what she said by asking her. "So I can go ahead and cancel the line and I will not be charge an early termination fee?" and she said yes. I went ahead and cancel the line and transferred it to a different carrier, and now that I got my bill, I got a $120 charge. I consider that is completely unfair since I was told that I was not going to be charged. Apparently, the person I spoke with did not write the notes about our final conversation. I will have to unfairly pay $120 for terminating the contract 2 days before the final date, even though I was advised that they were not going to charge me that since the termination was due to a poor reception in the area.

After checking out the phone, I was told by the Verizon staff that the phone “fried itself”. However, since I had purchased insurance and with the warranty, I would be sent a like new replacement. The replacement arrived on Wednesday, Sept. 26, 2012 and after charging the phone, the phone started overheating and going into the cool down mode. And this continued until I called customer support on October 22, 2012, and after describing the overheating and cool down mode to the technician, he read me the page where some manual said "Replace the phone if it is going into overheating mode/cool down." So, I received the third Droid 4, second "like new" phone and after charging the like new phone, I attempted to put the back cover on and discovered the back cover did not fit this second like new phone.

And this phone is a business phone, so as I prepared for my trip, I stopped at several Verizon stores, in an attempt to have their technicians put the back cover on the phone. The staff at the store did attempt to get the back cover to fit to no avail. And they all offered to sell me a holster or something to hold the phone so the back cover would not fall off.

On October 26, 2012, I called customer service and after being talked over and being argued with, I spoke with a supervisor, who said she could send me a cover or I could go to a store and pick up a back cover there. I requested the back cover be sent to me, since I had already attempted to get a back cover at the stores I had gone to. Apparently, the customer service staff is not taught to listen to what customers are telling them, since I told both staff I spoke with on this call, that the store staff told me they do not carry back covers. So, I was told the order would be processed and I would receive it Monday, October 29, 2012.

On Wednesday, October 31, 2012, I call technical support and asked why the back had not been shipped to me. So this person pulled up my file and started questioning why I had not been given a "new" Droid 4, since I had experienced the overheating issue with the first two phones. I was told there is a policy that states a "new" phone is to be given in these circumstances. I was given a store to take my like new phone to and that I would be given a "new" Droid 4.

That was not the case; I went to the Verizon store in Carson, CA where I was badgered by the manager ** and told technical support should not have told me that and that the only way a new phone could be given is if there was evidence of the battery melting or smoke. I explained to the rude and condescending manager that the Droid phones that had overheated and been returned per Verizon policies and that I was instructed to come to a Verizon store for a new phone. The manager told me that would not happen and he would fix the back cover so it would fit, in the back room. Interestingly enough, the manager did not use the tool to remove the back cover, and then he told me he would fix it but had to take it in the back room. I refused and told him I believe I still own that phone, don't I? He acknowledged it was my phone and I told him to just give it back.

So now, I go home and call customer service and get a person, who pulls up my file and starts telling I should not have gone to the store and that new phones are not given out at stores. This person did not listen to the reason for this call, which was to inquire as to why the back cover was not shipped to me. Literally, this person talked over me, around me, berating me and then told me I should have tracked the FedEx package myself and told me the back cover was not shipped because of Sandy.

I asked her if the notes said the FedEx tracking number was given to the customer, and surprise, it had not been given to me, so I could not have tracked it myself. She also told me she knew I was frustrated, and I asked if she thought I was frustrated why she was badgering me, arguing with me and talking over me. I asked to speak with a supervisor and she refused to allow me to speak with anyone else. One last thing, just now, November 1, 2012 at 11:15am Pacific Time, I received the back cover and it was shipped from Fort Worth Texas as Standard Overnight mail leaving Fort Worth Tuesday, October 31, 2012.

They are just putting the word out there. Don't believe a word they say. They lie shamelessly, put fake extra service fees that they cannot explain on the bill, pass you around to "managers" that are just other employees, and they purposely under-educate said employees so that there can be no resolution because the people you need to mediate through are either unwilling or unable to make decisions that could solve something. But they sure still want my $120 monthly, even though I can't do anything with their service as my phone burned up in a fireball. My next filing is with California's Department of Consumer Affairs.

Avoid Verizon if at all possible. Their network is crap and they try to limit tethering so that you cannot use their unlimited data plan in a way that is convenient without also purchasing more hardware. After I file all the complaints I can, I will see about moving to Cricket. At least they are upfront with all charges and it is a way better deal at $40 a month for unlimited service.

I was asked if I really wanted to speak with the supervisor. I said, "Yes," and was told to wait a minute. Then a few minutes later, the same lady was back on the phone trying to tell me that it wouldn't do any good to speak to her supervisor because he says this and in the background I hear him talking about me! Frustrated, I said, "I hear him; put him on the phone," and I told him how rude that was. Still I didn't get what I should have - instead I was told that I should push the #min keys and pay more attention to my minutes. And this is not the first horrible experience I have had with Verizon.

So once again Verizon, one of the wealthiest countries in the world, has found a way to rip off the little guy. It's bad enough they use and abuse their employees and have failed to negotiate fair contracts across the country. Now, despite their record profit over the last several years and the enormous bonuses they have given to their key executives, we have to pay even more money. They jacked up their basic fees. They increased data costs. They force you to buy smart phones because they offer nearly no other option and what is offered is garbage. So much for not being a monopoly. It's past time that the feds step in and review the practices of Verizon, look into their financial statements, and do something to protect the consumers and the staff of Verizon!

Hahaha what crock of **. So today spent 45 minutes on the phone with the Einsteins that work and they said it takes 7 to 10 days to process? Process what? I can have money direct deposited in my account in 24 hours - what is the difference? None. They are all run by computers and with moron data entry clerks clicking buttons, it’s **. You people need to ask yourselves; ever had anybody locked up or even you yourself and how aggravating it is not to be able to talk to people you need to. No way would it take that long. I just want prepaid fast money. Well global it’s not over. You have to be violating some type of FCC regulations for what you are charging, so I will be filing a formal complaint with them. Quit lying to people during rough times and making a butt load of money off hard working people who make this country who we are and we are not all perfect.

So, I called them back and explained what I wanted and what the first woman said and "Dan" told me that they had a contract with Apple and they could not release the iPhone 5 yet for upgrades until Apple "okays" it. I asked him several times what date that would be and he never answered me! He told me he could sell me today any other phone except the iPhone 5. I asked to speak to the supervisor, and again got the run-around and was assured that he would call me! No call from either supervisor!

A couple of days later, I again called Verizon. This time the gentleman was very accommodating. Oh yes ma'am, absolutely we will give you an upgrade for being a great Verizon customer! I asked him when I would be able to go to the Apple Store to pick one up, and he said he needed a few minutes to get it into the system. I said that's okay, I probably won't go until Thursday (the next day)! He chuckled and said it will be in the system by then. Have a nice day and enjoy your new phone! I went to the Apple Store the next day, a 45-minute drive and was told that I could not get the phone since my upgrade day was November 22! I tried to call Verizon but sat on hold for 20 minutes and still no rep answered!

So the next morning I called Verizon again! I got a rep that told me that yes, it showed I was given a "supervisor’s upgrade" but that upgrade was to be ordered and sent to me and right now they are back ordered for up to 8 weeks! I explained that that was not what was told to me, and she said, "Well, that is what I am telling you!" Then, I got angry! A long discussion insured, get me the upgrade I was promised. I want to go to the Apple Store and pick up the phone like I was told! Can't do it! Then, I asked to be released from my contract of all lines so I can get the phone. No, can't do that either! So then I asked for a supervisor; busy, "I can sell you another phone!" I don't want another phone.

I called about the iPhone 5 and this went on for another 10 minutes back and forth! Then, I demanded to talk to a supervisor! A supervisor got on the phone. I explained what I wanted, either to go to the Apple Store and use the upgrade I was promised to pick up a phone or release me from my contract on both lines, without penalty! She said she couldn't do it, and that I would have to wait! I was angry and told her she can't do that legally if the rep told me I could get the upgrade! We went around and around on this and then she said your account says that you are not entitled to an upgrade until November 22, 2012!

At that point I knew that she had gotten rid of any notes of the upgrade off my account, and that there was nothing I could prove otherwise! I told her that was illegal and immoral and hung up the phone! I have had nothing but problems with Verizon in the past year or two, such as double billing, changing the terms of my contract, increase of bill, not turning services off and billing me for them! Each month, I go over my bill and have to call them and have them correct it, sometime $20, and sometimes more than $60. I don't feel that I should have to honor my contract with them if they don't honor what they tell me. Four reps, four different stories in a week! I feel like my hands are tied, and I don't know what to do!

I thought it was done at that point. Normally, I do not look at my bill and pay every other month in full any balance. I didn't notice the continued monthly charge for the cancelled service. When I complained about the continued charge, they stated I would receive a credit. I then noticed an early termination fee for the home phone service of $175! I called customer service yet again and they said it was a store issue and only they can credit.

The customer service rep tried to contact the store then advised me to go into the store. I went into the store where I purchased the service and spoke with the salesman who agreed with me and asked for time to work out the specifics but I should get a credit soon. He also asked me to bring in the equipment I was given. I did so promptly. I checked back in a week, no progress. 2 weeks, no progress. I paid my last bill minus the $175 early termination fee. I am getting late fees for this. I agreed to phone service at $9.99. They did not provide that service as agreed. Verizon then monetarily penalized me for not accepting their new terms and charged me for services they did not provide after the service was switched to another carrier.

One should note that Verizon management gives absolutely no authority to the phone techs and service representatives to solve these issues. This comes from my own experience and the statements from the employees. A person might think this is sour grapes on my part, which would be true except for one important detail. Verizon records all conversations in an effort to cover up all company errors with one simple statement at the end of your encounter with the employee. "Considering that the actions that were discussed today take place, would you say that I (the Verizon Employee) resolved your issues or concerns?" You can request the recording if you wish. You have my expressed and implied permission. Good luck getting this without a "Federal" court.

To be fair to Verizon, this time my call was limited to only two technicians and 2 hours of my precious (to me, but not to Verizon) time. Ah, but back to my personal experience. Verizon has promised to express me another one trillion check point tested factory certified; Gnome engineered Dreaded X15 or whatever phone. I will post when it arrives and fails to work.

One more tidbit, Verizon requires me to return the defective phone in their prepaid return labeled box. I know you find this impossible to believe, but there was no label or prepaid postage in the box I received, stolen my Cell Gnome I should think! Any ideas from anyone on how to handle this mess?! I am filing with the FCC. But I am sure they will ignore this as that is what they are best at.

So I decided to go to a Verizon Wireless store in College Park, MD on Tuesday, September 11. I could not go on Monday because I had school all day and I work also. Well, when I arrived to the store, I talked to this guy who I told him my problem with the device. He switched my sim card to a new one and started testing the phone. He came with the conclusion that the phone they sent me was a defective phone. So he then placed another order for another refurbished phone. It came the following day. I had the phone for a couple few days until I realized that the phone was not receiving good signal, but was way much better than the first phone because I could least make and receive calls. So on Monday, September 17, I made another call to Verizon Wireless and I spoke to a lady named Jessica who said she was going to send me a refurbished phone along with a new sim card and was going to make a follow up with me on Thursday, September 20, at 4pm.

The third refurbished phone came on Tuesday, September 18, along with the new sim card. I opened the packaged and realized that the sim card they sent was way too big to fit on my phone. So then, I called Verizon wireless again and explain what happened again. The person I spoke to said that he was going to send me another sim card that could fit my device. I received the sim card on Thursday, September 19. I came from work after that and decided to test my phone with the new sim card. Well, I realized that even with the new sim card on my phone, the device was not working at all. It was exactly like the first refurbished phone they sent me. I was angry and frustrated because of all the problems I had encountered with Verizon. Well, I gave them another call and talked to a lady. She then sent me to technical support where I spoke to a man who told me that he knew what was going on. Well I asked him what the problem was. He finally said that it is something to do with a software update. He then asked me what I wanted to do and I asked him what my options were. He said that I could switch to a Motorola Razr or some selected phones they had except for an iPhone or Samsung 3.

I told him that when I signed a contract on the end of December of last year, I bought a Samsung Galaxy Nexus, in which had more features including NFC than that of the Motorola Razr. He kept telling me the same thing about something to do with an error on the software, so then I told him I want to talk to the technical support manager. The manager gave me the same response. So, I told him that I wanted my contract to end with Verizon Wireless. He told me that the fee for early termination is $270. Well, I asked him if they could give me a discount for all the troubles I’ve been through and not receiving good services. He told me no because it has something to do with their software error. I told him I spoke to somebody in the past week and they were going to refund me. He said he was going to investigate the person who I spoke to and we ended our conversation.

Then, I decided to go to a Verizon Wireless store and he saw that the phone was not working properly. I told him that I spoke to somebody before coming in here and that they pissed me off so I decided to terminate my contract. He looked me up and realized that I still had service until my termination on October 19. I told him I no longer want to terminate my contract because I don’t want to pay $270. He then told me that I need to call them back and there’s nothing that they could do.

So, I called Verizon wireless and I decided to take the Razr phone instead. I don’t believe that anyone should have to go through what I’ve been through. First, in the past few months, I had been spending $130 to $250 for every single month to be receiving this kind of service. Second, I was going through so much for the last three weeks without anyone giving me a direct solution. Third, I have spent money buying another case for a different phone and gasoline money as well. There are notes and calls that representatives from Verizon Wireless have monitored or recorded. I recorded down all the series numbers of all the phone they send me including sim cards.

I have the extended two-year warranty for the phone, which Verizon refuses to honor without additional charges, as the said unit is still under factory warranty. This at face value seems reasonable, along with verifying the account holder, payer and password. The store rep verified the ship to address on the speakerphone with the Verizon account representative repeating the entry of said address and a delivery time of three to five days. After a week, I returned to the Verizon store and was told they could do nothing about this unless I paid additional $100 to purchase a new smart phone and promised to call about this and make sure the phone was shipped. No phone came.

On the 14th of September (11:10), I received a phone message VZW 900-080-004004 as follows: "Please return defective device to avoid being charged full retail, which may exceed $500. Disregard if you have already shipped device back." As I had not received any phone, I called the VZ technical support which put me on hold for 30 minutes. The recording advised to go online and try live support, which I did, while on hold for an additional hour. The online support could do nothing but sell new phones, odd I know, but that was their statement.

After 1 pm, I was routed to another number to get help. I explained the problem, had a lot of difficulty finding out any valuable information other than the phone was shipped then returned and they would be charging me more money to send another unit. I asked for a supervisor. Same thing. Then, I asked for a supervisor's supervisor and finally they determined it was shipped to the wrong address. It's about 3:30 now. They offered to express another phone to me on Monday the 16th which they did after carefully repeating the correct address to me.

Guess what? Yes, you are right. They shipped it to the wrong address again. Okay. On Wednesday, the 19th and still no phone, I called and I am told after an hour and a half that another will go out to the correct address. Fine. I am waiting patiently when again I received a repeat of the above message. So, I called. I can't get a straight answer but most likely, they have not shipped the unit. I suspect they are hoping I will give up and pay for a new phone! Can anyone help me? This is a company with over $300,000,000 in fines for deceptive practices.

By then I was so angry with all the lies. I can't believe this happened. I have my phone connected with my private business and to tell you the business I lost because of this phone is the least. I even asked them to let me go to a store and buy one. They told me that I couldn't because I already purchased one with them. If I could have cancelled my account with Verizon, that would have been the time, but as you know the fees are way too much. By the way, I still have no phone!

The rep claimed there was no change and they can shut it off after a certain period. I asked if there was no change in policy, why were there so many phone calls for $60 that’s two weeks past due and also why was my account never shut off before for greater amounts that were not past due for very long? She said it was all computer automated. I then asked if there was a recent change on how the computers decide the shut off and call volume.

Again, they said no. I kept citing my payment dates and their multiple phone calls, but all she did was repeat that it was in my contract and that they could shut it off after a certain period and blame the "computers". I did not dispute that I was past due and that they had the right to shut it off and I do not mind paying the bill, but all I wanted to hear was if there was a new policy on past due accounts. Clearly, something different was going on and I had all the evidence on their site and on my phone, but they would not tell me.

I felt insulted that they refused to acknowledge any change and also feel that 5 phone calls a day for an account 2 weeks past due for $60 is extreme. That seems like something a collection agency would do after hundreds of dollars and months, if not years, past due. All I wanted was a straight answer from a company that I have been a loyal customer of for a decade and have paid over $10,000 in service and phones. Again, I am not mad that my phone was shut off. I understand they had the right (although 2.5 weeks past due is unheard of to me). I just want them to be honest and explain why now and never the last 10 years.

The "new" phone arrived over the weekend, but it is not a new phone. It is a "certified refurbished phone." I spoke with several Verizon representatives this afternoon and learned that the company policy is written in cement. You cannot have a new phone unless you return a newly purchased item within the first 14 days. After that, you will receive a "refurbished" phone if your phone fails. That is according to Verizon's contract with Motorola, according to the company rep.

But there's more; the refurbished phone I opened today had small bits of trash trapped inside the cellophane wrapper on the surface of the replacement phone. That certainly creates confidence that a replacement from the same factory will work, doesn't it? I explained all of this to a resolution specialist at Verizon and received the same answer; you will only get a refurbished phone, not a new one. She's sending another one out, presumably from the same factory that packed the one that has trash in it.

“After reviewing your account, I do see you spoke with a supervisor regarding what was outlined in your email. I do regret to inform you that once your number is ported to another carrier, the remaining balance is forfeited due to disconnection of service. If you require any additional assistance, please respond to this email or contact a customer service representative at (888)-294-6804. It has been my pleasure to assist you today. Have a great day!” I have done research and now know that this practice is illegal in California.

Upon contacting the Pooler location the next morning, I was first boggled at the automated answering service (certainly not user friendly!). Customer service was not factored in when choosing this type of answering service. Upon finally getting in touch with a human and after asking him to repeat his name twice, I still don't know what it was or I would certainly reveal it. Maybe English should be a requirement in order to work at Verizon. Upon explaining to this individual what had happened to my phone, I advised that I had several question concerning my plans before I committed to them. He immediately advised that I would have to come into the store to have the questions answered.

I attempted to explain that these questions were to help me decide upon which phone to choose and how this would affect my account since my wife was also on the plan and wished not to upgrade her phone. Again, I was advised I would have to come into the store to have these questions answered. Now we are back to my original complaint (no customer service!). I’ll spend the remainder of today looking at other wireless companies.

Although we explained to the Hodgkins, IL Verizon rep that it did not get wet, he didn't care to hear it. His attitude was unprofessional, careless, and one of "I don't want to hear it" which was pretty annoying. They refused to take the phone back due to moisture on the inside. How can Verizon refuse to accept a phone back due to moisture inside the phone when the phone was not checked inside and outside by both consumer and sales rep for possible defect? What proof do they have it wasn't defective when sold to my niece? How fair is it to accuse the consumer of "wetting" the phone when it was not? Wouldn't it make business sense to protect themselves and the consumer by reviewing the phone to consumer at time of purchase?

Now they claim no refund and if my niece decides to send the phone back to Verizon to review and if it shows there is moisture, they would charge her for service. Really, Verizon? How can you claim great service when your policies are ineffective and it doesn't show your commitment to the consumer?

Therefore, Verizon keeps charging me for a phone that I don't have because I am told by several customer service reps that they can't fix their mistake on their end, that it has to be corrected by the warehouse to which paperwork has been submitted twice and still nothing has been taken care of. I've emailed and called and every time, I'm told there is nothing else that can be done. I need help dealing with this company that has no communication between service and warehouse. They have offered me no number or email to warehouse. I am not going to pay for a phone that I have the receipts for returns for. Please help!

I felt a need to check on this because I'm often given different amounts for the same bill. If I look on their website, it will say one amount, but my statement will say another amount. And if I call a representative, they will tell me something else. I complained to a representative about this in June & they said they would note my complaint and that a supervisor would call me back within 72 hours to get the matter resolved. Yet, no supervisor ever called me regarding this.

Anyway when I called to check my July bill balance, the automated system showed I had a zero balance. I didn't believe this could be correct so I spoke to a representative who confirmed that my balance due for July was indeed 0. I believed I had some credit due, so I asked the representative if this was correct because I had paid my past due balance plus had some credit. He said that was correct. I don't believe that he checked this at all. I was told that I had no payment due until August.

Over the weekend of July 7th, I began getting calls from a collection agency. I spoke to them on July 9th. They said I owed Verizon a past due balance of $146.27. I didn't understand how that could be. On July 10th I called Verizon and spoke to a supervisor, Miss **, in the collections department. As it turned out, the $146.27 was the amount that had been due on my July bill. The July balance was zero because when I paid the collection amount in June, Verizon applied it to my July bill even though that bill had not even been sent out yet. So in reality, the amount of my July bill was turned over to a collection agency before it was even due. I have a letter from the collection agency dated July 5th. I asked Miss ** to take my account out of collections & she said she wouldn't unless I made an arrangement to pay my July bill.

At this point, my July bill was only 2 days late. I no longer had the funds to pay for July. After being told balance was 0, I was no longer prepared to pay. After several messages back and forth between me and Miss **, I was able to make her realize I paid the past due amount and my July bill was in collections before the due date. I had a voice mail from Miss ** stating that she was going to take my account out of collections and send me a paid in full later. 3 weeks have gone by and I still haven't received that letter.

Last week, I called again and spoke to Renee. She said that there were no notes in my file regarding that letter. She said she would send one out. To date, I still haven't received it. I would like to be able to apply for credit and have worked very hard to repair my credit in the past few years. I am afraid that this has hurt my credit rating and I want my paid in full letter. Most of the time I call Verizon, the representatives are rude and interrupting me. The collections department is only open during business hours and it is very hard for me to make phone calls from work. The representatives at the regular business office can't help me with anything that has gone to collections. I feel like this issue will never be resolved. This is the worst customer service I have ever had.

The obnoxious salesperson named Brian tried to blame the other carrier for not telling me this could happen, and then told me I should read my contract. I never cancelled my son's iPhone and paid them $150.00 last month like always. They keep telling me the plan is tied to a number, not to a piece of equipment. I knew my son's actual phone was still under contract but not my actual number. How do these people sleep at night? They had my 16-year-old daughter in tears by their unprofessional conduct and their accusatory ways. Brian and Skyye, you two should be ashamed of yourselves.

Unfortunately, our phones were stolen this week, my car window shattered. I had to pay $200.00 to replace our phones and $200.00 to repair the window. I don't even get a break from having my phone. No, Verizon wants more money instead. They keep calling and calling for money when I don't even have a phone. I am so sick of this company. They don't care about the customer. Everything is automated. They don't care. I would never recommend this company to anyone. They are the worst wireless company. I’d go to Metro PCS, if I were you.

I was charged the early termination fee and it was directly taken out of my checking account. When I called them, they said they had to wait 2-3 weeks before they can send me a check back. I called them 3 1/2 weeks later and they still haven't sent anything. The CS rep said the request would take another 2-3 weeks before they sent out my check. That wasn't good enough for me since they should never had taken it out in the first place. The CS rep said they could put in an expedited request which would take them 24-48 hours to look at. She said if it was approved, they would send my check out. She could not guarantee that it would be approved and that I would get my check right away.

This is absolutely ridiculous! Why should I have to wait for my money that they should never have had in the first place? I talked to a supervisor and she had no empathy whatsoever. She could care less about me or my money. Verizon Wireless has very poor customer service and business practices. I will never, ever do business with them again. I will also be cutting off my home phone service from Verizon. This company is a far cry from Ma Bell. I will be calling them in 48 hours. If they don't send me my money back, I'm contacting my attorney.

I told them I was not sending in any more money until my credit went through so they put the account on hold and made notes. They shut it off anyway. The account is dinged now. So basically, they are doing away with 3G devices and going to 4G. That was another misleading expense. We bought two new netbooks that were 4G because we were told by the persistent sales person they will work in our area; they don't. They will not drop to 3G and keep us online, they search for 4G.

So several phone calls later and buying some devices that I can't return, I was allowed to return them - giving me the credit. I am disabled - I rely on my Internet service and phone to communicate. I live out in the sticks, 30 miles from town. This has not only been a problem but has caused a great deal of added stress to my situation. I talked to a rep yesterday and I am currently waiting for a supervisor's boss to call me in 24-72 hours. So, I am paying for a two-year contract on a netbook I can't use nor get replaced. And the tablet is out of my price range - I can't use the upgrade nor put it on my account. Or, I can get charged for early termination of $300 or so.

It just doesn't seem like customer service is your strong point. I am amazed that the people who rely on 3G haven't received notification that replacement devices are not going to be available, but we will work with you to satisfy your needs. You find out when you call and then are overwhelmed with the cost of new devices, no promotions, assistance and nobody can make a decision without a supervisor having to call back - if that happens.

Verizon should have a new slogan - "Welcome to Verizon. How can we make your life difficult?" They also have young people who are not trained in service and understanding. It is as if they are immature, they answer the phone with an attitude and get personal satisfaction from holding the power. I believe that these are the people that got beat up in high school and have found a place to work where they have "power" to make others miserable. It's truly sad. If I don't get this issue resolved, I am pulling all four of my devices from Verizon together with my small business lines. I have written to BBB and got on every forum I can find - Facebook and Tweeter to spread my good cheer and my Verizon customer service experience.

So, they advertised a free upgrade. They used the term free upgrade over and over. When pressed on issue, then it's called a "fee that's tied to the line." In the same breath, they justify it by saying that the money goes for workers to keep up-to-date with technology and stuff. And they go back calling it a "free upgrade" because if you look at your bill, there is a "line charge" already. If it's a line charge, there is a charge on the bill that is called a monthly access charge. It's just a complete circle. So in my eyes, they advertise free upgrades - which isn't free at all. When pressed, they call it something else - so then it's a double charge.

I went back to the store the week of 06/25/12 and told them I wasn’t happy with this phone. I advised the salesperson of the issues with the phone and he told me it’s a bottom line phone and doesn’t hold a charge. I asked him why did they sell it to me and why weren’t they honest with me. He said most salespeople want to make a sale. I spoke to manager there, and got a different phone, another LG, which I liked. He credited my account and advised me on my next bill, I will only owe $81. I asked him if he was sure about that, and he said yes, he credited my account and will only have to pay $81. I wrote this on the receipt as he was telling me this information. I told him I don’t want any surprises on my next bill. He reiterated I would only have to pay $81.

For the past two weeks, I have been having issues with this new phone. People can’t hear me, I can’t hear them, I hear my own voice echo when I talk, when I texted twice, the bar went down to one bar which meant the phone was going to die soon. On 07/24/12, I went back into the store. I told them I am having issues and am very upset. I spoke to **, the manager, who gave me to ** the salesperson to pick out a phone. He said there are not many phone choices, and I don’t know what to tell you. He said I have to pay for internet service with any smartphone. I told him I did not want internet, as I have internet at home and at my office. I told him I want to be able to text. He said I don’t know what to tell you. I went back to talk to ** again and told him I needed a phone. He kept telling me you have to get internet to get a better phone.

I told him I have been a customer for over 8 years and this is how they treat people, and now I am locked into a contract. I told him I wanted a refund, to cancel my text messaging and to get me out of the contract so I can use another provider. He said, no, he can’t get me out of the contract. I reiterated I wanted out of the contract. He didn’t care, because they got their sale. He told me I don’t know what to tell you. I told him I was going to return the phone and use my old one and had him cancel my text messaging which I really needed.

I went home and went online and saw my next bill due 08/15/12 is $228.40. I called Verizon to try to get them to transfer my contacts; they couldn’t, so I had to go back to the store. This was my 5th time in this store and I spent almost 2 hours there tonight with no outcome. He pointed out on the bill that I should be also credited for. I asked him to credit this amount now. He said he would but I don’t think he did. I told ** that the other manager told me my bill would be $81. He printed the bill out for me and went through it. He talked so fast, I couldn’t keep up with all the mumbo jumbo on the bill. I told him I am not paying for this 2nd phone. He told me I can’t take it back. I told him this phone doesn’t work properly and I don’t want the same phone. I told him when my boss called me today he couldn’t hear me and I couldn’t hear him. He said I can’t take it back. I told him I was leaving it with him, which I did, along with the cord and walked out.

All I wanted was a decent good phone that didn’t die right away and could text message. Now, I am stuck with a $228 bill. They have unethical business practices by not telling folks the truth about a phone. I wouldn’t be in this situation if the 1st salesperson told me the phone I was buying didn’t hold a charge at all and that it was a low bottom phone. From there, I could have made an informed decision. They are not honest and I feel I was deceived to get me into a contract.

On Friday, July 20, I drove over to the Verizon store (7820 Wormans Mill Road, Frederick, MD) to have them once again fix the internet issue and explain to them the problem I was having with people not able to understand me. The Verizon rep had gone in to another room and called my phone and she had confirmed, yes, there is a problem with hearing me and I sounded garbled. I have contacted Verizon in regards to these problems. Their fix is to switch out my new phone for a refurbished phone. I brought this phone brand new. They said since the 14 days have passed, this is the only thing they are able to do for me. I was not able to get to the Verizon store for the reason that I was in the hospital and have proof of this and I had a trip schedule June 30th to July 7th. I had explained my situation with Verizon.

Three days after the purchase, we received a phone call saying they did not charge us for one of the phones. When we reviewed the receipt, we found that we were overcharged $50.00 for one phone, and $30 for a car charger that we were told came with the 2nd phone. The 2nd phone was not on the receipt. When we tried to resolve this, we requested to return the accessories as we would not have purchased them had the associate not given us a false "total balance". They refused. The associate then called back multiple times changing ways to "correct" his mistake, all of which would cost "an additional $150 - $50" to us, if we returned all the accessories, but paid a restocking fee (which was more than some of the accessories).

I requested to speak with a supervisor since the employee is the one who failed to accurately tell us our total and could not correct the situation. The associate gave me a number for the manager. The next morning when I called the number, it went to voice mail. It did not have a personalized voice mail, did not mention Verizon Wireless, and was full. I was not able to leave a voice message because of this. I then contacted Verizon's Corporate Office and learned that the store that we upgraded at was not a direct store.

When I asked how he was able to claim to be a direct store when they were not, corporate was unable to help me. I then asked how I was to correct this, and was told that I could return the devices to relinquish us from the contract (14 day grace period). I then attempted to reach the district manager of the indirect store, Larry **, in which he said he handled corporate and indirect stores. I explained to him that his employee made claims that it was a direct store, failed to give us an accurate price and was now expecting us to pay for his mistake. I asked why he, Larry **, was trying to penalize a customer who did nothing wrong for a failure on his employees part to do his job accurately, especially when the employee was misleading his customers and giving them false information.

I told Larry that we just wanted to return the phones and accessories for a complete refund, but that Robert ** was trying to charge a restocking fee. I told him that if he needed to recoup the restocking fee he should get it from his employee as he is responsible for his failure to do his job, not the customer. Larry agreed to give a full refund. I requested he send us written confirmation that he would be providing a full refund for the merchandise. He never sent that confirmation. Because of his employee’s failure to give us an accurate total and his failure to rectify the situation, we are now in limbo trying to figure out what to do. Verizon Corporate says they cannot help at all.

This store has the Verizon sign and logo and looked no different than the Verizon store that we had gone to in the past. There was no indication it was third party and we were specifically told they were a direct store and misled to believe that they were a direct store. They answer "Verizon Wireless" and left messages from "Verizon Wireless". When I asked the corporate office how the customer was supposed to know that it was not a direct store if the store was claiming to be, I was told that it would be on the receipt. When I asked how we were to know “before” we made a purchase, corporate did not have an answer.

Everything before our purchase led us to believe they were a direct store. It wasn't until I contacted corporate that I was told to look at the receipt to see that the store is actually an indirect store. Larry also confirmed that it was his other employee, Ladonna, who had called us and claimed that the store we had previously used was not a direct store. While speaking to corporate, I found out that the store Ladonna told us was "indirect" was actually "direct" while the store she sent us to was actually an indirect store. We do not know what to do without it costing us extra money, whether it be to cancel, eat the ridiculous restocking fee, and possibly not get a full refund, or what. At this point, the indirect store is not communicating clearly what to do as they tell us one thing but do not honor it and will not provide written confirmation.