Verizon Wireless Reviews

We moved to California in 2009 and did not have service at our home. After a lengthy period of time we decided to switch to AT&T as it was reported to have better service for our area. I called Verizon to cancel the account; a young woman said the account was canceled including all other numbers and contracts and I would receive a final bill from Verizon in a few weeks. After a few weeks when I had not received a final bill, I received another normal bill from Verizon so I called customer service again in October.

On September 11, the Verizon agent had not closed the account completely, rather they had left a second line on the account open even though I had expressly asked for and received confirmation that all other lines were disconnected. So the young man Joseph said that he had removed the charges, backdated the disconnect for the second line, and I should receive a final bill in the mail shortly. In November, no final bill; I received another notice with a different amount. I called so-called Verizon Wireless customer service again and was told that the account had been closed, but for some reason, a bill was not mailed. We hassled around about the additional charges, but the lady finally got a supervisor to credit some charges and I was again told that I would receive a bill again in a few weeks.

Now it is December, still I have not received a final bill, but I received a threatening letter from Verizon saying that they were sending my account to a bill collection agency and a credit bureau. I have called Verizon, had a very agitated conversation with Julie in financial services who said she would see what she could do and said she would call back. And I am still waiting to hear for Verizon while they try and ruin my credit rating.

So, I then receive two collection agency requests. Spoke to Barbara today in credit and she sends me to collections and they say I have to pay this 94. I am told that they have nothing in their records that I cancelled account. I cannot retrieve my emails as they are over 90 days old. Help, I don't see why I should have to pay for a phone number that was never activated or used.

When my turn came, I was told I would have to wait five more days to upgrade my phone and the phone I liked would change my plan. I asked if I could do without the bells and whistles because I don't use data packages anyway and the lady starts her sentence with "I said . . . " so loud and rude. I wanted to ask her what brand of broomstick she drives. I have always enjoyed doing business with Verizon but their customer service has never been to the standards. They should be considering the prices of their plans.

They did send it back to Verizon on 12/5/11. But Verizon fails to credit me my $322.40 back to my account. They keep giving me the runaround, saying that the warehouse has a new system that they need to go by. Are there criminals working for this big franchise now? If your merchandise is returned to your company, why do you try to hesitate to credit my account in the amount of $322.40? I have copies of all my conversations with this company and all my emails tracking that phone from Verizon back to Verizon. I may have to file a complaint with the BBB if this isn't resolved. After all these years with Verizon, I may have to find a more trusting and customer-friendly provider.

From there, I have spent 4 days trying to resolve the issue. I spoke to over 10 people, all who have provided me with different answers, promises of a call back and that my service would be restored. The last person, James that I spoke to today, who was in the escalation department, advised me that there was no way to restore my service and I would get a refund. He said that I could not get the service in my area yet my service worked fine from November 8 to December 7. I want a refund in the amount of $78 that was taken from my account. I have wasted my time having to call and wait 1-2 hrs each time while the person tried to figure out what happened and how to fix it. I have lost money since my internet was turned off. I cannot work from home in the evening. This has been a horrible experience as a new customer. I will not deal with Verizon in the future.

Verizon not only does this in the current month which you have gone over 2GB, it also does it for the next billed month, prior to even using data in that month, since it hasn't arrived yet.

I have a smart phone that is only useable as a wireless phone and lacks the capability to use the unlimited data plan that was agreed upon. Verizon is attempting to force me into one of the tiered plans prior to my actual unlimited data plan expiration date. The tiered plans would obviously charge higher rates based on the amount of data consumed.

This is fraudulent and deceptive behavior for which Verizon was successfully sued for in New York state. If the plan terms are subject to change, I should have been notified prior to purchasing the iPhone and the Unlimited Data Plan.

Hence, my daughter will not have her special present for Christmas. Re-ordering the phone would mean backorder, if there is even a phone available and would have to be delivered or received after Christmas. This is only one of the very many issues I've had to waste a great lengthy major amount of time and aggravation over many years to unnecessarily resolve incidents with Verizon Wireless. Their rude and monopolizing methods of taking advantage of a consumer would officially reflect in my records with them.

VZW refused to do anything except say, "Uh, sorry. We goofed." No make-good for the fact that I had purchased the phone and run around 3 European countries trying unsuccessfully to grab a signal during my vacation. They saw this as a minor clerical error of a type, and, further, they had the audacity to say, "We didn't charge you for any international service." Well, of course not—as VZW failed to provide that service. Duh! Verizon is widely regarded as the U.S.'s premium cellular provider, which is why I transferred my allegiance to them this year. And generally they have been fine (domestically) for my use. But, I must say, their customer-service unit greatly disappointed me, a new (contract) customer, when they ought to have offered some sort of fair make-good in order to burnish their reputation. When I sent them a note, I received no reply. Very strange. I sincerely hope the company will justify my investment (and trust) in VZW going forward.

Verizon made changes in the area that caused our service to be almost non-existent or useless. Their response is that there is no problem with their equipment but we cannot use our cell phones to complete calls.

Verizon obviously has my phone number, has my email. Somehow I was getting text messages from a 4 digit number telling me what countries I was crossing, but none stating I had gone over and was being charged $20/mb. In any event, Verizon has charged me almost $500 for going over 150mb. This could have easily been avoided had a bought 300mb for just $50 more. iPhones and AT&T have a beautiful user friendly pie chart detailing your data usage located right in the settings of an iPhone, Verizon does not, and keeps you guessing and adding kb math problems you're entire time abroad.

Had a simply been told by Verizon at the time of disabling text messages that I could no longer be reached by them, I would have obviously left it on and dealt with the $5 to $10 dollars I would have been charged from unknowing friends and family texts. I even called Verizon 4 days prior to coming home to make sure my usage was under. (I had little faith in their kilobyte website lines layout) I was playing this as safe as I could. They confirmed I was good, however looking back at my bill I had already been over 5 days. Verizon blames the international carrier for the late information. Speechless.

So I call after those 5 hours passed and she said she doesn't know. She told me to call the next day to find out what happened. I call the next day and they tell me that they ran into a problem contacting me and would like to reschedule it. It was the first time, so I said it’s fine and they gave me another reinstallation date that was in 2 weeks. So on the second date I call them after and ask them why they didn’t come. They gave me the same reason that they ran into problem with contacting me. They said they were contacting a number, which was my father’s number because the service is under his name, but since my dad is out of the country these days that phone was off. So they could have told me that the number was the problem the first time. I could have given them the new number they can reach me at, but no they decided to tell me that at the second installation date.

So I said fine, take this number and contact me on this one. They said they will next time. They gave me a date of today, which is even more than 2 weeks when they gave me. So today they were suppose to come from 11 to 2 and I even contacted them at 11 on their customer service chat. In the middle of talking the customer service representative, Brandon said that they tried contacting me on that old number that I told them before to change to the new one. Then he took my new number again and randomly ended the chat session. After that I get a call and all he tells me is that they are so busy Verizon can't come today. I couldn't really talk at that time, so I said fine. Then now I just called Verizon and talked to the customer representative named Shane, whose Verizon ID is ** and I told him the whole situation.

This is the sixth time I’m telling Verizon representatives the same situation. So what he tells me is that they tried contacting that old number and I tell him again that it’s not the number you can reach me at. So he puts me on hold for about half an hour and then he said that the next date he can get is the 9th for the installation and he was saying that it’s not his fault all this happened. But he doesn't have a reason for why is Verizon doing this and this is really bothering me how they treat their customers. I feel like I am being played.

So at first I wasted my 5 hours waiting for them sitting on the floor in my new house. The second time they were supposed to come I didn't go to school because my dad really needed me to do this, but they didn't come. The third time was today. Right now it’s 4:36 and I have a headache since 11. All I am doing is calling their customer service and getting the same answer. Also, they have put me on hold a lot, ended chat sessions, etc., which is why it gets annoying too.

I called Verizon's customer service department and a rep confirmed that it was impossible to pay my November 2011 bill online without accepting paperless billing. I was given the option of "opting out" online and did so. However, I then received an email from Verizon stating: "We received your request to go back to paper billing. Please note that it could take up to 30 days to process your request, but will likely occur by your next billing cycle." If it takes Verizon 30 days to restore a service I never wanted to change, what is "likely" is that I will miss next month's paper statement.

If the “submit” payment button is still linked to a statement forcing customers to accept paperless billing next month, we will have to go through the annoying and time-consuming process again of "opting out" again, and Verizon can miss sending me my paper statement for another month. And so on, and so on, and so on.

This practice is coercive and unfair to Verizon's customers. Verizon should be fined and the forced to stop this. Verizon is forcing customers who want paper statements to jump through hoops, month after month, to keep getting them. And, by giving themselves 30 days to restore a service they have unilaterally canceled, it is quite likely that even if customers "opt out" of paperless billing, they will still not get the paper statements they want.

I continued to receive text messages into the month of October, and I called again just to make sure that everything is okay. The 2nd call was made on 11/14 (Alison), to someone different from a different state. They tell me that the FedEx was received, but they cannot find the phone. They said they will take care of it. I agreed and hung up. It is now November and I continue to receive the text messages. I called customer service again (11/16, Washington) and spoke with a supervisor, Justin (employee # **), who tells me he will take care of it personally. He will then call me the next day. I never received a call. I looked online at my bill, and nothing is credited. I waited two days to see if the bill is credited, but it was not. I called again. The 4th call was made on11/18 (California) with supervisor Rigo.

I called and complained about their service, and question why nothing has been taken care of. I have done everything they asked, and they are incompetent of taking care of their side of the agreement. He then tells me that they cannot find the phone (because it is a month later), and will have to do an investigation. I asked what happens if they cannot find the phone and he tells me I will have to pay for it. I then asked to talk to his supervisor, he discontinues talking to me because of my request. He tells me his supervisor is busy, and one will call in the next 24 or 48 hours. He then hangs up. I called again and got another customer service rep from Kentucky,Lori.

She tells me that a TSS form has been sent out to investigate the situation, and that it would take two billing periods to find out what has happened. She tells me there is nothing I can do (I thanked her for her being so clear and nice). I waited 48 hours to talk to the supervisor of Rigo, but no surprise phone call. So I called them back again on11/22. I talked to Linsey from Tennessee, and she said nothing was noted about my situation. Now it is 11/28, I called again, and it is Washington, Darrel (employee #**). I received my bill and it is $500 extra, plus tax. I asked why am I being charged? He tells me they found the phone, my account will be credited within 48 hours.

On 11/30, my bill has been credited the $479.99 but I still have to pay the taxes this time, and they will credit my bill next month. My problem with this is I have kept my end of the bargain. I FedEx them the phone, they received the package, something on their end went wrong in the warehouse, and I get penalized for it, plus all the aggravation of calling 8 times, and being lied to, time after time.

Now that they finally found my phone, almost two months later, they still have to find out why it was bad. Even though they claim that the refurbished phone is like brand new. That is why the first one they mailed me was broke. I am tired of this, because they keep on passing the buck. Saying they will take care of it, but never does, and then you try to call, but it is always someone else. I cannot win because it is a big corporate company, and I am not. They have credited my account, but I still have to pay them taxes. They say the taxes will be credited to my next statement. Why should I pay for their mistakes? Not mine! This does not pay for my aggravation, stress and time lost, talking to their customer service.

To the person who said your service was change from the 39.99 plan to the 59.99 plan in April and you didn't authorize it or find out about it until October. No! You are not due a refund and here is why. Anytime, any change is made to your account, you are immediately sent a text message, an email and a written letter concerning the change! We advise that if you didn't authorize the changes to call customer service immediately! You didn't call us for 6 months, thereby advising us that any previous changes were authorized by you, so the charges are valid!

To anyone with complaints about data charges when you go overseas, it is your responsibility as a consumer to know what charges you could incur and will be responsible for if you travel outside of the continental US. If you have a smart phone that constantly streams data then it is your responsibility to turn off your data roaming feature. It is your responsibility to know what your phone can do and how to use its features. We do not know where you are going and what you are doing with your phones when you leave the store.

To the person wanting the 65 plus plan and are angry, we haven't already switched you to it because you are 73. We do not arbitrarily change customers plans. Yes, you qualify for that plan, but that plan is probably of significant difference than the one you are on now and may not meet your needs. Please call cs for more information. We would be happy to help you.

For the person complaining about "paying for 3g service on a 4g contract", sir, there is no such thing. Yes, you signed a contract, but it wasn't for 4g service. It was to get the 2 year price discount on the equipment you wanted, whether it be 3g or 4g had no bearing. If I would have been the person speaking with you, I would have advised you to keep hour 4g equipment so that you could take advantage of the lower price, as our 4g equipment is backwards compatible with our 3g service...meaning it would still work for you. However, if you choose the 3g equipment then yes, you will pay for the 3g service.

For the person griping about the Premium Text Message charge they got...Yes, at some point you authorized that charge, inadvertently or not. This is not something VZW can just "charge" you for. As a recommendation, I would suggest that you send a text message to the company sending you with the word "STOP" in the body of the message then BLOCK premium text messaging on your lines. You can do this on your MY VERIZON account or call cs. Premium message blocking isn't for everyone as some, lime myself, receive pm from our banks, local retail stores with coupons, etc. And those are free. Blocking blocks ALL so remember that (you can still get reg and pic messages).

My advise to all of you...Read your entire contract before you agree to it. Learn how your device works. If anything is unclear to you, ask! We are so happy to help you. We aren't out to make your life miserable for you or make your bills higher. Being a knowledgeable consumer will save you a lot of headaches (any time spent in the school counselors office, as one student put it). We do truly appreciate our customers.

After being a member of Verizon for 25+ years, we finally dropped all their services. For the past 6 months, we are getting harassing phone calls about bills. They stated we had a zero balance, then they tell us they bill a month in advance. Between Verizon wireless, Verizon (direcTV) and landline, they have run our bill up to over $1100. They were continuing to bill us after we shut our service off. They are harassing us daily, sometimes up to 4 times a day. As soon as we canceled our service, we got a plan that is much better and the customer service in one line. The cell phone company we went with is a separate company and is 1/3 the price with much better csr.

The customer service I've gotten from Verizon is the worst. I will be switching my service provider. The deception from this company and its employees is unacceptable. What happened to the days when a man's word was worth something? I mean I'm willing to pay $150 a month for the phones. I've never missed a payment and always paid early but it is frustrating having to be on the phone with Verizon every month because of billing that should be the same every month.

The Verizon representative tried to turn this whole thing around on me by stating that I had participated in one of the activities listed above thereby encouraging this this thing to happen. I happen to believe that as my carrier provided that they hold some responsibility in protecting my account from this type of fraud. The fact that they just let this type of thing happen to unsuspecting people all of the time and then defend their actions is completely unacceptable and almost as bad as the individual perpetuating the fraudulent activity in the first place.

Unfortunately, the only information that they were able to give me aside from excusing themselves from the fraudulent charges was to reply to any text messages from 30127 and tell them to stop sending me things. As it would happen, I did receive a single text from this number earlier this month containing some gibberish about pencil sharpeners, which I promptly ignored for obvious reasons. I do not even know how to begin to file a complaint against that individual or organization, so any input that you may be able to provide is welcome. Overall, I am very disappointed with Verizon's customer service and feel that they owe their loyal customers better than this.

On 11/16/11, Gary had called and again. I asked if my current plan will work on the new phone or does customer service have to go through an approval process to get my plan transferred to the new phone. I was then told as soon as the phone was activated it will be on my current plan. I received the new phone on 11/18/11 and called to activate it. I spoke to Allison and she informed me that my plan was an old plan which I was Grandfathered in and is unable to transfer it to the new phone without putting in a request to keep my plan. I asked to speak to a supervisor and spoke to Nichole in the Loyalties Dept. She informed me that she could not transfer my plan because it was an outdated plan and would have to put in a request which could take a while. The last time I waited on this type of request, it took a couple weeks.

I am a Long Haul Driver and depend on my phone for shippers, receivers, family,friends and the data package for internet . I believe I was lied to, to sell a phone! Bait and switch it seems...I informed Nichole that I would be contacting Consumer Affairs and my lawyer about filing a Class Action Suite against Verizon because I feel I was purposely lied to to sell a phone.

Some of these charges are at 2:00 am which is ridiculous. I know that Verizon did some updating with the unlimited plans on data usage, but we never had unlimited. I'm a software developer, and I know that updating anything in a system can incur some unexpected results. They don't admit that anything can be wrong, and talking to a consumer rep is no help. There is obviously something wrong, and I don't think I should have to pay for this charge. If I don't get it refunded, then I'm definitely switching to another cellphone service. My plan is to make hell for this company, because they are getting away with this scam. I plan to make this as public as I can! Paying $62.00 in data charges that were not actually used. Since I'm under contract with them, I have to pay for it, otherwise I will have to pay penalties.

In the meantime, home connection is still not working. Early October, Verizon called me (Geoffrey 4401), and said they would cancel the home connection and that it would not work for me. I explained about the internet service problem, and he said "you should not have that 4G service, that it is not in your area, not until the end of next year (2012). We talked about my options. I explained my son was going to get the service up near Knoxville, and could I trade my 4G for the 3G equipment. He said yes, let Verizon know, so we did.

Now, I am back to where I was originally. I received a notice from Verizon, that my bill is going up $10.00 per month, so I called them. Verizon said I was on 3G, and also holding me to 4G contract that I don't even have, I just want out of the contract. I spoke to Kenneth ** (not sure if this is spelled correctly), from the executive offices, and he said no, they are not letting me out the of the contract, I want out. I am back where I was, and they are charging me for 3G price with a 4G contract. No reason for me to be committed, I paid for the equipment, I own it. I am being held to a contract for no reason or benefit, and I want out of the contract. Please.

The Manager gladly took my order and promised to give me the price of $74.99 plus applicable taxes. The confirmation e mail came with higher price of $94.99. Next day I called the store again; the Manager was not there and Assistant Store Manager promised to take care of me by matching the advertised price. He created brand new order. This time they lowered the price and made an appointment for installation on 11/17/2011. I was told; I will be getting a call a day before from tech department to give me approximately time of tech's arrival and no body called. I took my day off from work to be at home to get the service installed for my multiple handicapped daughter.

Around 10am, I called Verizon customer service and rep over the phone put me on hold for more than an hour though she was updating me after every 10 minutes. She told me; she was trying to be in touch with the right department. Finally she ended up my call by saying; its not 5pm yet! Unacceptable and unprofessional response after wait of seventy minutes. Around 3pm I called Verizon again to know the tech's arrival time. I was shocked to know; there was no order in the system. For no reason; the lady in the morning deleted my order. Afternoon lady created a new order for me with an installation date of 11/19/2011. What Verizon reps did and how many times different people pulled my credit report?

Then, they took it upon themselves to take that payment out of my bank account! I have been with Verizon for 7 years. We have had small issues in the past but never like this. In the past few months, someone in the financial services has developed a God complex or something. First, with the threats, now they take my money out of our bank account without our permission! Someone needs to be fired but of course, all I got out of it was “There was a misunderstanding sorry!” Well, sorry when we drop you and call the attorney general Verizon!

They had also omitted my state discount I received working for the state of Idaho which is 10%. I contacted Verizon wireless and they told me they would put my discount back on but since I had not known to tell them to prorate my bill they would only credit 25% of the charges that were on for the 6 days of the billing cycle. I then voiced my dissatisfaction and ended the call.

After thinking about the situation, I called them back and told them I was not satisfied with their offer so they agreed to decrease my internet fee which is 3 gb a month and they agreed to charge me $20 instead of the $30 they currently charge me. When I told her my usage was only 3 mb per month average I was told I couldn't change to a 1.99 per mb with my current phone. I then found out that its going to cost me $800 to change carriers with my friends and family plan.

So anyway about it, Verizon needs some serious regulating as the consumers are at their mercy and they are laughing all the way to the bank. I rate my experience a minus 10 and feel they are victimizing customers as their way they do business.

I contacted Verizon about switching my plan to prepaid but they told me that I couldn't use my Treo 755P on the prepaid network. After some research, I found Pageplus Wireless, a Verizon reseller. I set up an account with them using my Treo phone, my $25 purchased 400 minutes that won't expire for 4 months. That's $6 per month or just over 6 cents per minute. This is a savings of 88%. My wife will be switching to Pageplus when your current minutes expire.

However, what the technician failed to mention was that they only send out refurbished phones. There was no way of me knowing that because that was my first year with Verizon and that was my first problem with the phone. I honestly didn't even think to ask because I assumed they send new phones. If I knew this beforehand, I would have never gotten rid of my phone and I would have been right to do that. About a month after, I received the refurbished phone. I started having problems with it. After 2 or 3 months, everything was just getting worse and worse. The phone was just falling apart. I started calling Verizon and complaining I think from April-June of this year and their only option for me was to pay.

Months passed and I was still calling and trying to figure something out. I had no money to get a new phone and Verizon would not help me. They said I have to either upgrade or spend the same amount of money on another refurbished phone. Finally on October 19, I was able to purchase a new phone. I ended up getting an iPhone and ordered it in the store. I was told that I would receive a confirmation email within the next few days and my phone would be shipped to me on October 28th. I waited 5 days and after not receiving the confirmation email, I called Verizon to verify my shipment. The representative told me I would get the email on the 26th and get my phone on the 28th. On the 27th, I still had no confirmation so I called them again. The first thing I was told was that my bank card declined so nothing went through.

I was furious! I called the bank and they still had my money on the account. But I was short by $1 so the payment didn't go through. I put the money on the account and went to the Verizon store to resolve the issue. After waiting for about 20 minutes for the sales rep that I dealt with previously, she stopped working on my problem and gave it to someone else. After that, she walked away to the back of the store. The other sales rep then started to tell me that because of the high demand for iPhones, their system is very delayed and that the payments don't actually go through until the confirmation email is sent. Why wasn't I told this when I ordered the phone? Why is it so hard to communicate with people, especially when the rep saw that I had to go to the bank to deposit money in order to get this phone? Doesn't common sense kick in to tell your customers the whole situation if you know they don't have extra money in the bank?

I used my bank card for one little dollar and that screwed everything up apparently. It took an entire week for my payment to go through and no one said anything! Then, I had to wait over an hour while the sales reps tried to fix my problem and re-order the phone. That's right, re-order! My first order was no longer active. I couldn't believe this! I was supposed to get my phone the next day. But because of incompetent employees who don't know how to do their job, I had to wait another 10 days!

Another big issue I have with Verizon is that they got rid of all their in-store technicians, which are really inconvenient, and their seating area. When customers like me have to wait an hour to fix a problem that their own stupid people made, I would like to sit down. Maybe I had a really long day at work and can't stand on my feet any longer. Where is the customer courtesy?

I have yet to hear from anybody at Verizon regarding this matter and really don't want to. This is the worst service I have ever seen or had in my 27 years in the customer relations. I just received another bill and called again. I finally got hold of a supervisor who proceeded to lie to me about their ability to keep hackers from stealing the WEP/WPA out of the air. They were saying it was impossible that anyone could do that to their system and they are expecting payment. I talked to a computer tech and he said it is so easy. All you need is something called back track 5 on the new Lennox system. To summarize, I had the modem for 3 days and it was never connected to the internet once. And I received a bill for $185.00. I really don't like Verizon at this point in time. Plus, I don't believe that I owe this money. Hopefully, I am the only one that they have done this to out of their millions of accounts. Thank you.

I have not heard back since. However, a month later, the next payment resulted in the same situation. Apparently, they are stating that they have not received my payment. I have indisputable proof from my financial institution that the payment was made and accepted by Verizon. I was furious. I can't have this happening every single month. I have contacted Verizon customer service, which went nowhere. I filed a BBB claim to which a LaSonja ** replied with a letter (sent to my residence), stating that my statements were false and that neither payment was made on time. She ended her letter requesting my full bank statements be sent to a fax number. The fax number she provided was invalid. However, she left no phone number to contact her in her letter. She did provide her contact number on the BBB response. But I was never notified that an update was made to the claim. So, I was unable to respond.

Due to my limited ability to make outbound calls during business hours, my girlfriend contacted the Director of Public Relations for Verizon Wireless. I am not going to name this individual because she is the one and only person who was indeed professional enough to respond and try to give assistance. She referred us to another associate named LaDonna **. She stated that LaDonna would be reaching out to us shortly. After not hearing from LaDonna that day, my girlfriend reached back out to the PR woman and copied LaDonna, informing her that we were still waiting on a response.

Upon receiving this, LaDonna emailed my girlfriend stating that she has called me but was unable to reach me. She stated that she had left me a message. Go figure, no call or message was on my phone. I emailed LaDonna the following day, and did get a response. She wanted me to provide her with the bank documentation showing the payments. I sent her this information, as well as the email from Ramania stating that the payment a couple of months ago was misapplied.

It has been days since the information was sent. My girlfriend and I have both sent her emails to inquire about the status. I looked at the BBB complaint and it had been closed due to my failure to respond to LaSonja **. However, I received no notification from the BBB that there had been an update. I did not even get notification that the case had been closed. Today, my girlfriend contacted the CEO via email (his direct email). I will refrain from posting that address at this time. She also copied LaSonja ** on that email. Attached to the email were PDF files of all of the bank records, emails from Verizon, and the BBB complaint. Hopefully, we will be contacted within 24 hours. The next step is reaching out to legal counsel. I have an attorney who won a class action lawsuit against Verizon last year.

I'm on the phone with Verizon for 2 hours & 36 minutes, getting transferred everywhere and nothing is solved. I still have to pay for all the charges. The so-called high speed internet is so slow, worse than dial up. They told me my speed test is normal and blame my computer, which is brand new and runs super fast.

With the cold weather coming, none of this community wants to go outside to use a convenience that should be workable indoors. Second problem, we are both over 65 years old and would like to know why we haven't been offered the Verizon Nationwide 65 Plus Plan?

I would like a response to have the tower placed on our property, so the neighborhood will have the service we deserve. The 65 plus service should go into effect ASAP. I doubt if there would be a refund of money we paid, since I am 73 years old. I would like an e-mail or a phone call to our AT&T phone, since we can't get calls from our wireless phones.

After having the phone for 2 days, the volume stopped working on my phone and I could not hear. This is in addition to the phone getting very hot and then shutting off. My boyfriend experienced the same heat problem with his phone as well. We returned to the store Verizon Wireless.The sales associate told me that this particular model phone is garbage and it will probably continue to happen. That is why she does not have one. She went into the back room for 30 minutes and did something to my phone, where the volume started working again. I asked about returning the phone for a different model since she said that this problem would probably continue. She explained we would both have to pay a $35 restocking fee for both phones, even though the phones were clearly defective. I just spent $250 on the new phones 2 days earlier and refused to spend anymore money, especially on defective devices.

Well, recently, our service is worst than Dial up. They expect us to update to a new card that has Data caps. Worst is the fact that we were told Fios was available. We are now 3 yrs +/- at the residence and Fios is still not available here but they managed to put it in at a new housing development down the road less than a mile away. Fios is also available up the road, but we have been customers for years with smart and cell phones, landline and aircard. This collection of now useless services comes with a rather large chunk monthly in cost. We are not getting the service we are paying for and tech support has been useless. See my other review in relation to their landline service. Ridiculous!

She called me later and told me that the person who answered spoke Spanish. When she asked him for his number he gave her the same number as mine. I have had the same number since I first started with Verizon in 2007. He had told her that he activated a new line with PagePlus on September 2, 2011. My friend suggested that I should call Verizon customer service.

I contacted Verizon Customer Service and explained the situation to the representative. When the rep called my number to verify the problem, the first call was directed to me. However, when the rep called a second time the call was directed to the other person who had the same number as mine. I have no idea what the representative said to him, but when she call me she said that she didn't know what happened to my account. She said since she couldn't speak Spanish and communicate with the other person, the problem couldn't be resolved.

I asked if there was Spanish speaking rep who could call the other person who had my number and converse with him in Spanish. Since the phone calls weren't directed to me, we assumed it was directed to the other person. He didn't answer any of the rep's calls. The representative suggested that I should change my number. I told her that this was my number since 2007 and I did not want to change it since too many people know this as my number.

In another attempt to resolve this problem, I went to the Verizon store at Western & 7th. I explained the situation again. They called my number, but again it was directed to the other person who had my number. The rep spoke with him, but since the rep couldn't speak Spanish, he called customer service. They dialed my number, but this time it was directed to me. They couldn't see what the problem was and didn't believe me or the rep at the Verizon store.

Again in an attempt to resolve this problem, I went to the Verizon store located at 3785 Wilshire Blvd, Store #570701. And again I explained the situation that someone else had the same number as me and that I couldn't get the problem resolved from Verizon. The reps at the store called technical support who transferred me to a Korean interpreter. I explained the full story again and the interpreter said she checked my account but couldn't find any problem. I told her to check my call history and see that I had called several times about this problem. I asked her to call me to confirm what the problem could be. She called and the first call was directed to me. I asked her to try again since calls sometimes get directed to me and at other times are directed to the other person. When she tried again my phone didn't ring but there was an indication that a mobile phone was ringing, however the other person didn't answer. I told the rep that I didn't get that call since my phone didn't ring. I suggested that since my phone didn't ring, the call must have been directed to the other person who probably didn't answer the call. The rep didn't believe this to be the case, however she did not offer an explanation what had happened.

I explained that if the call didn't go to the other person who had the same number, how can she explain my phone not ringing. She just said she didn't know. I asked for her to call several more times until the other person answered, but she said she couldn't do it without offering any further explanation why she wouldn't. I asked to speak with her supervisor and again I had to explain the full story. I pleaded with them to again call my number to try to resolve this problem. The supervisor firmly said, "no". I asked how they could resolve this if they wouldn't make a phone call to see what the problem was that someone else had my mobile number. He told me that my friend and I must have been mis-dialing the number. I replied that while it's possible that it could happen, it would be inconceivable that this would be done repeatedly, especially since my friends have my number either on speed dial or on a contact list.

I asked them to check my call history and see what the first representative knew. He said that he couldn't call the first rep but that he could email her. I asked why not email her now, but he told me that the first rep was most likely finished for the day. However, he could have sent it anyway and have her response by the next day, but he didn't appear to be willing to help me resolve the problem. After speaking with them for about 4 hours, I got the impression that either they didn't want to resolve my problem or they didn't care. I felt that these representatives lacked professional courtesy to help your customer. What kind of customer service is this? I hung up the phone frustrated again and with no help from Verizon.

I called my own number and the person who also had the same number as mine answered. The store manager ask him when he got the phone number, where and what phone provider he used. He told that he activated his mobile line from PagePlus on September 2nd. Since he understood the situation he told me that he was going to go back and get his number changed ASAP.

On September 5th, I sent an email to Verizon and they sent an instant email saying they would reply to me within 24 hours, as of the date of this letter I have not yet receive anything from Verizon. On September 6th, I called customer service again and explained the situation and the rep said they would need to connect in technical support and asked me to hold, but I was disconnected.

I've dealt with this issue for several hours on the phone with numerous Verizon reps and went to several Verizon stores and received no help nor any resolution from them. I had to resolved this issue myself without any assistance from Verizon. I am frustrated that Verizon charges for their service and when there is any problem, not of the customer's making, the Verizon reps and service personnel lack professional courtesy and fail to show the customer any respect. How I was treated by Verizon's Customer Service and Verizon's representatives is totally unconscionable, totally lacking in compassion and professionalism.

I hope that Verizon will try to resolve your personnel's lack of professionalism and treat your customers with the respect that they deserve, there are other providers that we can go to for our mobile service. Thank you for your time.

Not knowing what the cause of the denial was, especially since I had not had Verizon services for months, I learned from Dominique that there was an outstanding balance on an account that I apparently had while traveling between DC and NJ returning to work after the death of my father. Before calling back again, I pulled my files on Verizon (that I keep in perfect order). I realized the following:

I had received a bill for $113.14 at my Washington DC address, ***. I sent a check for $113.14 (check # 359 drawn on my Sharonview Bank Account) to Verizon and I called them and asked that they send all future invoices, mail and correspondence to ***. They promptly complied as I received a letter and a credit balance refund check separately. They clearly had my address as I clearly called and gave it to them.

After reviewing my records I recognized what had happened and called Verizon again at 10:25am same day (10/24/11) and explained what I learned. I told Anita that I was looking for Verizon to remove the report to the credit agency as it must have been submitted in error as I never received a bill from Verizon even after calling to inquire about any outstanding balance. After discussing it with Anita, I was transferred to Chantal with whom, again, I explained the circumstances.

I asked Verizon to remove the report on my credit as it causes severe additional damage to my credit for 7 years as a reaction to a mistake they contributed to.

Verizon's response was Verizon and Verizon Wireless are 2 different companies.

I am a hard working professional who is trying to continue to provide support to patients living with cancer. As a major pharmaceutical corporate oncology (cancer) consultant/trainer, I am committed to ethical, moral, professional and legal business conduct and Verizon is demonstrating that they these values may not be a part of its corporate objectives.

Who knew that Verizon and Verizon Wireless are two different companies?! How could have I known that? They are both in the communications industry. Their share websites. They use the same logo, the same colors. None of their representatives clearly distinguished the two during my contact with them.

Though I know that I was responsible for any outstanding balance which is now paid, I feel that I have been deceived by the company into thinking they were one company and there was no reason for me to believe that after speaking to Verizon that Verizon Wireless did not have my updated information. I never received a bill and the small payment of $131.14 was not paid until I learned that there was an invoice when I went into Best Buy in 10/23/11. Verizon and Verizon Wireless have well developed, overly aggressive credit reporting systems and I am certain that this injustice happens to countless others. Merely because of the size of the companies only and considering the number of customers they serve, they may very well be contributing to large numbers of credit disparities further compromising our domestic ability to repair our national economic status due to the people's inability to qualify for loans and such.

This should not reflect negatively on my credit as it was caused by the misrepresentation on Verizon's behalf! I am asking that this be removed from my credit report.

I left Verizon for another cell phone company and came back within 30 days by responding to the offer to restart my agreement. I then left Verizon after the end of my commitment period. They have now told me that they altered the contract when I came back. I was marketed an offer to continue my old contract. They changed it out from under me though, and now are attempting to collect an early termination fee. They claim that everyone who comes back has a minimum of a year commitment period. This isn't disclosed to the consumer as a part of the marketing/customer win back efforts. It is false marketing and certainly, I didn't sign any agreement that would have extended my commitment period. I have exact dates, etc.

As it turns out, Asurian told me that unless the phone shows physical damage or has been subjected to water damage, they could not help me. My phone has neither gotten wet nor been physically damaged. It is acting like it picked up a virus of some sort. In other words, the problem is internal and neither Verizon nor Asurian has a solution for a situation as simplistic as this one that won't cost me nearly $200.00 to replace the phone or end up altering the length of the contract my phone is a part of. Greed is greed, but this is getting ridiculous.

So I took off another day of work and sat at my house for another 12 hours. Then I received a text message at 8 am this morning which said that a tech would be at my house by 8 pm today. After a second day off work and waiting, no one showed up again! Again, I called and I spoke to a tech who could not believe this happened and that it's unacceptable and he could not believe how calm I was in this situation. For whatever reason, the appointment was rescheduled for the 15th 8-8pm, and I was not notified. He assured me that I would be compensated for my inconvenience and transferred me to billing.

After being on the phone with supervisors for over 2 hours, no one could do anything for me. I was told I will be compensated $30.00 for the phone service that wasn't installed. This is not a compensation. This phone line was not even installed yet. I did not expect to pay for this service, to begin with. I was then transferred to another supervisor who told me she could not do anything else for me. It is now 3 days that I had to take off of work, lose my time and money, waiting for techs who do not show up.

I was then insulted by the supervisor who told me that I obviously make a lot of money, because I am complaining about taking 2 days off of work for nothing! I then asked to cancel all my services with Verizon, and that I am not paying the cancellation fee. However, the supervisor (with an attitude) told me I cannot do so. This is ridiculous! I am beyond frustrated and annoyed!

I placed this order at the end of September, because my husband needed a landline in the house for his job. It is now the middle of October, and I still have no phone line. I've taken off 2 days of work and lost about $400.00, and now, I have to waste another day (Saturday) to wait for 12 hours; let alone the business and money my husband is losing for not having the phone line installed.

A tech is supposed to come out Saturday 8-8pm on the 15th, and I do not know if he will even show up. She couldn't even provide me with an exact time. I know the calls are recorded, so they do have all of this on record. This is the worst customer service I have ever experienced in my life, and I am very unhappy. Their techs obviously can't even keep their appointments, after making someone take off of work 2 days in a row and wait 12 hours each day. Now I even have to take a 3rd day off and wait another 12 hours, not knowing if anyone will show up.

This is insane, and that I cannot be compensated for their incompetence. The fact that I was insulted and was told I cannot cancel the service without paying the cancellation fee is even more ridiculous. When I had Comcast, my TV service was interrupted for a day, and I was compensated a whole month's worth of service..

After 2 hours of being on the phone, nothing was resolved. This is unacceptable.

My trip to France was my first time traveling outside the U.S. I was not sure how my phone could be used so I contacted Verizon on September 1, 2011 (prior to leaving) to learn what my options were. Had I any idea that the charges could increase so dramatically I would have left my phone at home and purchase a pay-as-you-go phone in France. But I didn't know that and that is why I called Verizon prior to leaving. The representative I spoke with asked me how my phone would be used and I explained that I was traveling alone and I might need the phone to search things on Google, check email, and make a limited number of phone calls and text messages. I was told that all that was needed for that type of usage was an additional $30 for international data roaming and an upgrade to $4.99 for international calling so that my per minute rate would decrease. I accepted the plan.

I arrived in Paris on Wednesday, September 7, 2011. On Thursday, September 8, 2011, I received a text message that my data usage had exceeded $7,000. I immediately called Verizon Global Customer Service and I was told how to shut off the data roaming. They did not understand what had happened and they told me that there must be an error. On Friday, September 9, 2011, my phone was shut off. Beginning on Thursday, September 8, I made sure that I was always using Wi-Fi to connect to the internet and even then, I was only doing so in small doses because I was afraid of being accused of data roaming.

This ordeal has caused me and my parents, who shared my account, an unbelievable amount of stress. I have never traveled before because I am a student who works part time and what savings I had was spent on this trip. If someone could help me get in touch with an executive from Verizon or has any other suggestions, they would be much appreciated.

I have an astronomical amount to pay that is going to cause me to go bankrupt for less than two days of service. I never understood how data roaming adds up and when I called Verizon, it was not explained. This is also going to affect my father's credit whose name the service is in. I had to see the counselor at my college because of the stress that this was causing.

They proceeded to explain that if I had returned the phone in 30 days they would have exchanged it, which indicated to me that they were responsible for the replacement of this phone. I paid the insurance for the phone but since the phone was deemed used, I could not use the insurance and I would have to purchase a new phone at full price.

I have to purchase new phone at a regular price, yet I am still being charged for insurance on a phone that is not covered by insurance. Furthermore, the retailer gave all wrong contact information for the District Manager and the Regional Manager.

A message appears on the phone that states that the requested catalog is not available and to please re-try later. This has been going on for a few weeks, so yesterday afternoon, October 9, 2011, I contacted Verizon Wireless customer service department by phone. I spoke with Dominick who said that my software is out of date and that a new software was released in March 2011 which should correct the problem. He said to take the Voyager to a corporate office (i.e. a Verizon retail store) to have new software installed because the Voyager could not be upgraded by just making a cell phone call.

I took the phone to a Verizon store near my home and spoke with Aretha who was the store manager. She argued with me for 20 minutes, stating that the Voyager was old. She did not have version-12 software for it, and she could not tell me where I could go to get software. She removed the SD card from the Voyager and wanted me take it. I refused because I did not have any electro-static-discharge (ESD) bag with me to put the SD card into. She did not understand why that would be important and put the SD card on the counter top.

She then took the phone to her manager's station and did some investigation. When she returned, she said the phone had old software and that she could install version-12 software. Well, since that is exactly why I came into the store in the first place, I let her take the phone and install the software. After the update, she re-installed the SD card and handed the phone to me. I left the store, returned home, and checked to see if the Voyager would download new ring tones. It would not. I got the same message as before, stating that the required catalog was not available and to try again later.

I called Verizon Wireless again and spoke with Natalie in customer service. Natalie put me on hold so she could talk to some technicians. She returned and told me that my Voyager could not be recognized by their software, even though I have the latest version-12 software for my Voyager. She said too much time has elapsed since the phone was last used. She said my only recourse was to purchase a new cell phone. I told her I was not going to purchase a new cell phone from Verizon.

I finally did contact technical support after customer excellence told me off. I did speak with a nicer supervisor, Alex, in technical support. However, he offered me a charge on Thunderbolt, which has old and bad battery, or Revolution, an old LG phone that I am not comfortable with. He's not offering these as replacements to fix my issues and he is charging me. I asked that I get a newer phone since I will be dishing out a handful of money when I shouldn't have to. My 3G should work as it used to and not 360 kbps up and down. He stated that he could not give a Bionic or anything newer, because they were too new. Now, if I'm going to upgrade and be stuck in another phone for 20 months, why get an old phone which have all the issues.

I was talked to on Friday, October 7th, like an idiot and I was told that I had no options until I did call support at night. I spoke with a young man, who I asked to speak to his supervisors, and I was offered these old phones not as a replacement. I would have to pay full upgrade price and then be stuck again in an old outdated device. I told them that I would take the charge or Tbolt as a replacement and was shot down, so my only alternative is to keep my existing phone and live with its very poor and almost non-usable 3G service while they open a ticket to look into my towers. I signed a contract that also states that they will do whatever they need to do to keep me in a working phone that I am satisfied with. I am left in the same situation where I can't use my phone like I used to for work, as the 3G network is so congested that they have capped us a horribly low speeds. I again offered to pay for a new 4G device to solve my problems but they are only willing to give me old 4G devices that are going for $69.99 to new customers.

This is not acceptable. I cannot do my job as I used to on my phone and I can't even load a website to browse.

If I sign up with AT&T, I can get the latest iPhone which works overseas for $200.00 dollars. Why should I pay Verizon $700.00 for lying to me? I offered to pay the $700.00 if Verizon would provide a reasonable credit to my account but they refused. There isn't much recourse other than to wait out the contract for a year of service that is worthless to me or to pay $280.00 plus the cost of the AT&T phone, of which none of these options is appealing to me. I'd rather see if some other means are available to help me.

I had to dump their intermittent service after they left me for weeks on end without service several times and without any idea of restoration or remuneration. I was unable to complete my work assignments and incurred hundreds of dollars in expenses as a result. I was charged $50 for a call I did not make. They continue to send me a bill every month for service I dropped months ago. They promised to put me on their do not contact list, yet I get a bill every month for service I no longer have. Why are the people from the collections agency calling me?

Now they have shut off my cell phone service due to lack of payment. Why should I pay for suspended services? I need to have a phone since my dad is currently in the hospital and this is the only means for anyone to get a hold of me. Verizon is not customer friendly and lie to you. I would not recommend them to anyone. I am currently unemployed or trust me I would seek legal help to solve this matter. This matter has caused me additional stress I don't need right now.

After sending a complaint to the Attorney General in NY, and a letter to the president of Verizon, I was contacted by an "executive response representative". This lady proceeded to try and convince me that Verizon had not made any error, but had provided the correct info to the credit reporting agency who had then made the mistake. I provided her with documentation, showing that apparently the collection agency had made the error, then 2 credit agencies had made the same error, and then Verizon itself had sent the collection letter to the wrong person. She had no explanation. She committed to getting more information and said that she would call me back on Monday. Three weeks later, and a few more calls, of course I have not heard a word from her, not even some new Verizon lies.

I then stated, "Well, I want them off my bill and if they were on my past bills, I want credit." The representative stated, "Well, I cannot give you credit. You have to call Payment One and ask them for credit. I then said, "I didn't sign on with Payment One for service. Why are you charging me, taking my money, and giving it to them." The representative said, "No, it is not like that." I then asked, "Well, please explain to me what you are doing with the money that I have been paying to Verizon under "other provider". I then stated, "This is not legal. It cannot be. The representative then stated, "You're right, but Verizon has nothing to do with it."

Help!

If you yell and scream at them, they note that in the computer. I give the CSR my payment to be taken out of my checking account (debit card), only to note the CSR tried to use a checking account, she made the mistake. Now, I have to be a cash only customer because she tried to get money out of an account that I didn't give her permission to. As a cash only customer, you have to go into the store or speak to a financial service rep to make a payment, if something happens to your phone you have to go to the store to do you claim, no matter how far you live, Verizon people do not care. They have the rudest CSR that conduct their phone business.

On my July bill, I received an equipment charge for the full price of the Droid i.e. $324.36. On 9/13/11, I called and spoke to Christy, who confirmed my account of what happened and opened an investigation (**) and said I would be credited within 7 days for $225.00. My new bill arrived. There was no credit. I called on 10/2/11, and was transferred to Mike in customer relations who told me that he would only give me a credit for what the Thunderbolt trade in value was as of today 10/2/11 of $130.00. He stated that the Thunderbolt was sent back to the wrong place, so that is why I was charged for the Droid. I told him you can't tell a customer one price, and then charge them another price, and penalize them for sending the phone back where she was told to send it. I told him to send me back the Thunderbolt, as this $130.00 was unacceptable to me. He said he couldn't do that. I told him that I was going to file a complaint everywhere I could and post it to Facebook to beware of Verizon's shady business practices. I want the $225.00 credit that is due to me.

Sept 1, 2009, I moved into my own place and called Cablevision for service. They came out and set up my cable and internet. Fine. All of a sudden, Spring of 2010, I received this bill for roughly $70 from Verizon. So I called them immediately and asked what it was for and reminded them that my account had been inactive for about one year already. The representative told me that it was understandable. The bill must have been computer generated and forgot it. He would take care of it. A couple of months went by and I received another bill for the same amount. This time, I wrote on the bill receipt "account canceled/please correct". Then another couple of months went by and I got a letter from collections. I called them to find out why I was now in collections for $106? The representative told me to write a letter explaining why I shouldn't have to pay the amount and send any documentation supporting my case. So I did that. I hadn't heard anything.

Fast forward to January 2011. I went online to check my credit because I wanted to trade in my lease for a new car. Wouldn't you know that Verizon is sitting there with a big black X and dropped my credit at least 40 points! Since then, I have made hundreds of phone calls to Verizon (to get the runaround), to the collections agency and have written a dispute letter 5 times; all because they kept claiming that it was never received. The last time was sent priority mail with a signature. I know for a fact that they've had my dispute letter since May 2011 and I haven't heard at all from anyone! I want my credit cleared and an apology. I don't know why they are billing me. I wasn't using their service at the time of the charges. I don't have any of their equipment. I will never use Verizon again nor will I recommend them to anyone that I know.

I called Verizon and spoke to a few different people before I was connected to a supervisor. The supervisor was very rude and said the fee could not be waived. I asked to speak to his supervisor and was told nobody was available. He said someone would call me back and then he hung up on me. That was on 8/12/11. I did not hear from anyone again until today, 9/28/11, which was a call from Verizon's collection agency. Again, I called Verizon and was told they would not waive the fee. I don't feel I should have to pay this as I relocated and was no longer in their service area. We had no choice and we had no access to make an emergency call! I don't know what else they expected us to do.

The partial did not show up on last months bill. I would have canceled had the last bill been accurate or had they notified me as they said. They are billing me for a service I do not want, I did not access, and was not even aware was active. They deliberately gouged me for an extra month. I have spoken to a customer service supervisor who apologized for any miscommunication but made it clear they are not going to wave the charges. I have paid the charge for the partial cycle but I do not think I should be liable for an additional month.

I have been unemployed for almost 2 years now and yes, $46 is a big deal. I've filed a complaint with the FCC and closed the account.

I purchased the phone over $300 and now they say it might be by the end of the year. I wanted Verizon to let me upgrade when it became available because I would not have purchased the phone I have now if Verizon had been truthful about first, the timeline on 4G; and second, the pressure about not being able to get a 4G phone when the network was updated.

I got a bill in the mail a month later on September 23 saying that I owe them $98 for a cancellation bill. I called and told them that I already paid and they told me that the $188.97 was for a week of minutes and text, which is not true because my regular monthly bill is for only around $50. I asked them to send me the log of my minutes and text from every number to prove that I was right. They said that because I was no longer a customer, I didn't have the right to that. Even though I hadn't paid them to cancel my contract.

I went back to the Verizon store to ask for the receipt for the payment of $188.96 and they printed it off but it did not specify what the payment was for. I asked them as well for the log and tried to go online, they booted me off of finding anything. I am afraid I am stuck with this bill because they are really dishonest. I will never use them ever again and tell everyone not to either.

I spent all day either online looking for LG software to help with downloading photos or on the phone with customer service at Verizon about the problem. The service representative, after about 45 minutes, finally advised that there is no way to connect to a PC with the LG phone to download photos. It can not be done. However, she would fix the problem by selling me an upgrade phone, a different phone, a used phone, that can be hooked to a PC to download photos. Of course it will cost a fair amount more money to do this. However, she indicated that Verizon would not accept any responsibility for the failure of their salesman to correctly represent the true functions of the LG phone. Personally, I believe that the salesman presented fraudulent information in order to complete a sale.

We are not using Verizon Services and we had previously switched our phone and internet services back to Time Warner when our Verizon account was canceled. We are not going to pay this bill and will write them a letter referencing our previous letter and notifying them that we have filed this complaint. We had a similar experience several years ago, in which we contacted the Better Business Bureau and eventually, Verizon stopped sending us bills.

Also when I attempt to "clean off" or delete what's in my voicemail, they charge me $.40 per call that I delete. When I requested to Verizon that I wanted the "Voicemail" feature disabled, they told me that I cannot do it until I upgrade to their desired product.

The customer representative said that I had to be "eligible for an upgrade". There was no indication (or if there was, I could not find it) that this was part of the requirement. She said that I should send the phone back, unopened (I'll probably get a restocking fee). To me, this is unfair and deceptive practices, and they should not be allowed to mislead customers in this manner.

Two months ago, I actually looked at my bill (lesson learned) and noticed that I am not just being charged every month for the three lines I have (mine, my son's, and the MiFi) but I am being charged for five! One of them being my son's phone that is non functioning due to the washing and drying of the phone. The other is for a phone I never even owned or know what it is. I went into the store and the man told me there was nothing he can do.

All I want is for Verizon to terminate the two lines with no penalty. I have spoken to 4 different Verizon Wireless representatives and all told me the same thing. They won't waive the termination fee and then tried to get me to upgrade my phone. How is this even legal... to Charge me for something I don't even have and ask me to pay a termination fee on something I don't have and has never used? I even think Verizon should retro pay me the money I have already paid since January for these lines in addition to canceling the phone lines. I have also filed a complaint with the BBB and will be canceling my service today with Verizon. I am looking at $810 in termination fees.

I was on one bill pay back at that time. I called and asked to cancel the one bill because I could not deal with the confusion of resident and wireless one bill. I cancelled residential service and paid them ($24.15) their portion on 4/15/2011 and paid wireless ($88.29), which I was told at the time was the balance due. And now I believe wireless was paid twice for this particular bill.

Looking at my bank statements, I have not missed one payment. I can’t deal trying to explain I feel wireless got paid twice. Wireless blames residential and residential blames wireless.

The people at the other store at 32 Ave where I originally purchased the unit, were quite blunt when I tried to get my replacement. It's a long story but I informed them that I would contact somebody at Verizon telling them how uncooperative they were. I stated I would be cancelling my contract with my MIFI as well as my cell phone service and would be returning to T-Mobile. My wife contacted a representative at Verizon that day. This person fixed the problem. If it wasn't for Ekeze's help and consideration about my situation I would no longer be with Verizon. I am from Canada and your service and cost are absolutely great. Cell phone services in Canada are out of site. It is too bad that you can't supply better across border services for us Canucks. Anyway, my MIFI is working great thanks to Ekeze. I promised him I would put in a good word for him. Please let him know I really appreciated his help.

Remember, I had just paid a total of $72.00 a few days before. I was on hold for over an hour trying to work this out. Thirty minutes alone, waiting to speak with a manager. She realized the text issue I had received after about ten minutes. She spoke with her boss who approved the upgrade this one time. Then she put me on hold. Then she accidentally deleted all her notes. This meant that she would then have to put a $100 credit on my account for some reason. Her system would not allow her to do this. She then told me she would have to put me on the $1.99 a day plan and that I need to request the $100 credit from another office. This could take up to 72 hours. And it might not be allowed. I am very dissatisfied.

My girlfriend has also gone through about the same number of replacement phones each with multiple defects: either rebooting, force closing of operating system software, overheating, you name it, and they were promising her the same phone I have now, a brand new LG revolution. And she ends up having a rep discount the phone and cornering her into an early upgrade. But in the end, she only pays $100 for the phone, which would have been $280+ after taxes,etc. Verizon's business practices seem to be very questionable. There is a saying.. The main thing is to keep the main thing the main thing; Verizon's main thing seems to be the $$$ when it truly should be the consumers. Please, if you have had the same issue, contact the FCC, file a complaint, and also contact the FTC.

At this time, I made a payment arrangement with them to pay the amount due on September 12. I called them and learned that now, for this month's billing cycle, I owe them an additional $103.36 for the phone charges despite having no service. They claimed that I could still receive calls, thus, it meant that I had service. I was not aware of this and did not use my phone at all. Additionally, my billing amount includes $70 for unlimited texting and calls (which I could not make) and another $30 for phone's internet (which I also did not have). So, as far I'm concerned, this is a violation of the UCC laws of service. Why should I pay since no service was rendered to me?

So I called Verizon customer service, and when they wanted to speak to the manager, Lindsey wanted to take the call because she was the "assistant manager". The manager spoke with the person on my phone who, while using my airtime, called the store where I purchased it, said okay to waiving the $100 restocking fee, only to find out they would still charge me $35 for another restocking fee! I told them no and I took my phone back and left. I was leaving on a trip the next day, so I had to wait until I got back to handle the problem at the store where I purchased it. Too many different Verizon wireless retailers and if you didn't purchase it there, they don't want to help you.

Last week, I was in town to make a phone call on my cell and had to leave my daughter home alone. A man, a stranger, came up to my house which is off in the woods and knocked on the door. She was afraid and hid in the closet. The man sat on the porch for 20 minutes. I caught him leaving as I came home, but he didn't stop. She was crying and shaking when I got there. She had no way to call me or 911. Thank god he left! I have since bought a shotgun.

We are completely vulnerable up here. If the house was caught on fire it would burn down. If I fell down the stairs, I'd lay there for days.

I have called many times (and yes Shaniqua, I received an email from you as well) explaining that I have no cell service and those of us in a vulnerable state with no cell service should be Verizon's 1st priority, but I am always told that they can't give me priority. Well, I know they don't just fix 1 thing and we all get our service back. The 1st phones that come back on line should be those in the greatest need.

I called AT&T to try to switch but they said Verizon has NY. Verizon doesn't deserve NY! If it was up to the residents of NY, I guarantee Verizon would lose this whole state. I know that the workers are on strike but it should have been settled in the wake of a disaster. I understand that this is an FCC rule so that there should be no monopoly of telephone service but that's all going to change if my neighbors and I and all those without cell and phone service are heard at the FCC.

I'm through being ignored. I'm done being told there's nothing that can be done. I'm tired of begging rude, disinterested, apathetic Verizon representatives to get those most vunerable back on 1st. I am obviously speaking to a company that doesn't care that they are putting people's lives in danger. My husband has an FCC license and is currently filling out Distress Safety System forms against Verizon. I am copying Congressman Maurice ** on this letter as well as posting it everywhere on the internet.

Verizon is the worst phone company out there and I am starting a campaign so that no one has to be forced to use them. If something happens to me or my daughter because we can't call 911, I will get a class action lawsuit against Verizon and I will win!

So to continue, I'm hurt and called Verizon customer service. When I told the first agent what happened, she told me I will have to talk to fraud. So, I waited on the line for 30 minutes. Yes, 30 minutes no one picks up before hanging up and calling back again to cancel my services. I told the agent this time I want to talk to a manager.

Guess what happened? They wanted me to explain to them, now the third time what had happened. They told me again that I have to talk to fraud. I'm pissed and told them I want to cancel my services. Now, listen to what they told me. We will cancel your services, but you will pay your cancellation fees. I'm yelling at this point, telling them I never would consider canceling my services if this situation didn't happen to me. And you have put harm in a way, messing up my credit. And now I have to continue being your loyal customer. What happened to you being loyal to me? Once again, the lady connects me to another agent.

I still haven't talked to a manager yet, can you believe it. This agent gets on the phone and asked what the situation is. So now, this is like my 5th time explaining it and hours dealing with the situation with no resolution. He told me that once again I will have to pay for cancelling my service. Basically, this situation isn't a good enough reason for them to waive my cancellation fee. And that is what I would like to ask from Verizon.

Anyway, I screamed at the guy after repeatedly asking for a manager and now at this point I went to another branch asked to speak with a Supervisor. They connected me to an escalated agent, whatever the hell that is. The guy was very rude and doesn't care what is going on and can you believe it, a million apologies and no damn resolution to the problem..

So, simultaneously I am dealing with a rep (can you believe it, I asked for a manager in the store and they still couldn't let me talk to one) and talking to his escalated guy on the phone. The guy in the store is apologetic and tells me they need the stuff back and the one on the phone is rude, telling me that once again I will have to pay to cancel my services.

Hurt at this point and still not refusing to give up. I called back again and told another agent I need someone to think outside the box. I need someone to really help me and stop giving me apologies but do something about this. She calls the branch and finally gets her manager on the phone. She finally gave me some options, but still the one I want to take can't be done. So, I’m still stuck

My demands were, have the branch manager and rep call me with an apology. Write the equipment (the equipment cost is equal to 2 months worth of services) off my bill, keep the services and the other lines (be responsible for the cancellation fees), or let me cancel all my services immediately without cancellation fees on all lines. Neither seems to be a possibility.

What to do, Verizon is only good at handling minor situations quickly. But when their company is at fault they still want you to pay for their mistake. I spent all day over 8 hours dealing with the situation, still lost and extremely hurt. It has 4 days and no call backs, no apology, nothing. I had to call them again.

AT&T's policy is that they prorate the charges to the date of switching away from AT&T. This is what we expected from Verizon.

Verizon never did send a "final bill", but only the regular monthly bill. Except by making three phone calls, it was not clear to us that Verizon was going to stop billing us.

We have called; we did factory resets; we have a refurbished phone and we have had to reset our applications. I am very tired of having to take the battery out in order to start the phone again and I am tired of having to reset my applications. I am ready to change cell phone company, but getting out of the contract is too expensive. Is there anything I can do to get out of the contract when they are not providing me with the service I am paying for?

We are wasting money every month for a service that is not provided. We spent about $600.00 on brand new cell phones and ended up with refurbished cell phones within a couple of months from starting our service.

I tried to explain to Verizon what had happened but because it happened on another line of ours last month, they would not offer any refund. How can they put something on our phone that can incur a fee without warning us of this. As soon as I realized what was happening, I deleted the number. It is no wonder that people hate these companies. The manager was rude and insistent that we could not make a call by mistake. Everyone knows that sometimes these phones dial people on their own.

Although the charge was minimal, I am sure that I am only one of many people that they are hitting up on this daily. No fee service should be downloaded without our permission.

I was unable to perform any work duties during this time because of the very poor quality of service. I called Verizon several times to trouble shot the matter. I also went to the Verizon Wireless store in the Smith Haven Mall on two occasions (as well as having my iPhone completely diagnosed by the apple store at the same mall). After wasting valuable time with my mom on her death bed, I requested that the service be terminated (as it was useless to me).

On 4/16/11, I personally made this request to the person on duty at Verizon. I returned home after my mom's burial on 5/14/11. I was mourning the loss of my mom and did not review the May or June bill. I have automatic payments scheduled. On 7/16/11, I reviewed my bill and noticed that I was being charged for the hot spot service. I called and spoke with Nancy; she confirmed that I had requested that the hot spot service be terminated on 4/16/11. She re-assured me that I would be receiving a partial refund for 4/8-5/7/11 and a full refund for 5/8-6/7/11 and 6/8-7/7/11. I waited patiently for credit to post.

On 8/30/11, I received a notification that my Verizon bill was paid. I went into "my Verizon" to check on my account. I learned that I was given a full refund for 7/8-8/7/11. However, I was not refunded any money for April-May-or June. I called the Verizon customer service. I spoke with Taylor. She insisted that I had usage during that time, and she refused to honor the agreement that representative Nancy made with me on 7/16/11.

When I asked to speak with her supervisor, she told me that the supervisor was busy. When I stated that I would hold until the supervisor was available, she said that she has spoken to the supervisor and was told what to relay. I asked again to speak to a supervisor; she refused to put one on the line. I asked four times to speak with a supervisor, and was denied access each time. I hung up the telephone and called the customer service line back. This time I got a representative named Jessie. She was very kind, and she heard me out. She agreed to issue a partial credit. She agreed to issue a refund for June and for half of the month of May.

I am writing because although the monetary amount is minor, the principle of the matter holds value to me. First, I signed up for a service that turned out to be worthless to me, as it was extremely slow and it kept booting me off, not allowing me to complete the work I intended, Second, I personally requested to have the service terminated on 4/16/11. It was not done. Any billing after that point should not have happened. If I inadvertently hit a button and turned on the feature, I should not be billed for it, as I should not have had the feature. Third, Verizon representative Nancy and I entered into an agreement on 7/16/11, whereby, she was going to issue a partial refund for April (from 4/16-5/7/11) and a full refund for 5/8-6/7/11 and 6/8-7/7/11. I feel that Verizon should honor that agreement. Finally, I think that there should be a way for customers could bill companies when they commit an error, and we spend our time trying to rectify the matter. In my case, I invested one hour of travel time to the Verizon store on 4/16/11. This was in addition to the 40 minutes, of waiting time and 35 minutes of calling a customer representative time.

In addition, I was sent to the Apple Store to have my telephone diagnosed, which took additional 1.5 hours. I also spent 40 minutes worth of time when I contacted Nancy on 7/16/11, and an additional 1 hour of time today with Taylor and Jessie. This is a total of almost 70 hours! I am a licensed master social worker. If I were to bill Verizon for 7 hours of my time, at the New York state rate, I get paid (not the rate that I bill for my services, which is much higher than what the state pays me), then Verizon Wireless would owe me $231.57. Of course, this does not even cover aggravation and frustration, and the time I am spending filing this complaint.

This is a ping test I did yesterday. I reset my modem many times to try and get a better result. It didn't happen. Today, it's the same thing. It takes 10 minutes for your email to come up. No need to call a representative as I am going to hear the same lame excuses again

I got a supervisor yesterday who was more than willing to send me a 4th phone of the same model. Really? As if 3 failures aren't enough. I was told I can wait indefinitely for the out of stock phone or I can make another trip to the store and find something else; refurbished of course. I thought I was buying a top of the line phone. So why do I have to settle for something lesser and used? I can't swap to an iPhone because they would lose dollars on the Android phone. Why not appease your customer? I have been more than patient. Is there anything I can do?

My rebate was rejected because the phone number I was porting over was not in Verizon's Northeast region, even though the service I am currently paying for is in the Northeast region. I have been emailing and calling Doug ** for at least 3 months now about the rebate I was promised. Finally, I went into the store to see him. He assured me that he was taking care of the situation and gave me all these details about emails he was sending. He was supposed to get back to me. I left, weeks went by and I heard nothing from him. I called and he gave me more details about these emails he has sent on my behalf. He was, once again, supposed to get back to me. Weeks have gone by, I have heard nothing from him, and I still don't have the rebate I was promised 4 months after switching to Verizon.

Selecting Verizon as a cable company, we were told that as Verizon customers at our new address, Verizon utilizes DirecTV for cable accessibility. We have been disconnected twice, do not have long distance calling, and have no access to local calls, constant phone disconnections, and have been imposed with no explanations for all the excessive fees that we've been charged with.

On this day, August 25, 2011, we want all DirecTV equipment and/or all fees associated with DirecTV removed. Verizon as a service provider should absorb charges as a part of their contract, not their customers that are in an undeveloped area that Verizon technical support cannot provide to the customer. We as Verizon customers refuse to pay any DirecTV fees that Verizon has negotiated as a contract with DirecTV. Fees are paid by Verizon and not to be redirected for any and or all charges by an undeveloped area where their customers reside.

As per stated on Verizon and DirecTV complaints, I decline any upsale and any fees connected with DirecTV that Verizon has contracted out as fees already paid by Verizon that has been paid in full and not to pass down to us. We want Verizon to reimburse paid contract. Please refund all monies. Please respond with utter importance.

He took it to the local Verizon store. They identified it as a manufacturer's defect and gave him a number to call. I called and they sent a FedEx shipping box. I took photos of the phone before packing it. It shipped on the next business day, after the weekend. I just received a notice that I am being billed $299 because the screen was cracked. They claimed to have sent photos but I couldn't view them.

After multiple frustrating phone calls, they instructed me to go back to the store because the store had verified to them that the phone was not physically damaged when they saw it. They said the store could issue the credit.

I went to the store. They could not show me the photos, nor issue the credit. They said they will work on the issue and call me in a few days. After reading so many similar complaints online, it seems fairly obvious that this is another one of Verizon's scams and I am frustrated, angry, and highly suspicious.

I have been unhappy with my Verizon service for some time, and for a number of reasons. Chief among them is the silent but persistent increase in small fees that they keep adding to our contracted agreement - a five cent text increase here, a two cent bandwidth data increase there, new bandwidth caps being implemented - but the straw that finally broke the camel's back, and the reason I terminated my contract, was the latest increase in something they call "regulatory fees". It was a seemingly trivial amount. They increased the fee from 0.13 to 0.16 cents per month, but by their own admission which is something they do frequently, and it is overall emblematic of their willingness to break contracted prices at the slightest whim. My mounting unhappiness with this company has been something built up over time. But I want to be very clear that it was this final regulatory fee increase that I simply could not tolerate. When I signed my contract with Verizon, it was for one set rate, and they have increased that rate unilaterally multiple times. I have no control over this regulatory charge because it is not dictated by my usage; I can do nothing to lessen it and they have shown that they are quite willing to exploit that fact with all of their customers.

When I first called to cancel, a customer service representative told me that he could not waive the early termination fee because "by using the service after July 1st, [you] accepted the fee increase." I now know that he only said this to get me off of the line, because, after looking back at my customer agreement, I verified this passage (**):

"Can Verizon Wireless Change This Agreement or My Service? --

We may change prices or any other term of your Service or this agreement at any time, but we'll provide notice first, including written notice if you have Postpay Service. If you use your Service after the change takes effect, that means you're accepting the change. If you're a Postpay customer and a change to your Plan or this agreement has a material adverse effect on you, you can cancel the line of Service that has been affected within 60 days of receiving the notice with no early termination fee."

I am indeed a postpay customer, and I do deem any increase in my bill that I did not agree to, and have no control over, to be materially adverse to me. I received the notice of this change dated July 1st, and cancelled almost immediately afterward, well within the 60 days allotted me. In fact, as I write this, I am still within this 60-day window. The customer service representative knew this, and yet still directly lied to me in an attempt to trick me into paying. This is a tactic that they would repeat several times.

When I called back again with this information in hand, they changed tactics. They tried to tell me that they released a "pre-notice" a few months ago, which informed me that a change in the regulatory fee may or may not be happening in the near future, and that I had 60 days from that announcement in which to cancel. Clearly, you can see the problem here, which is an intention to possibly change something sometime in the future is not a notice of change. I have the statement announcing the fee increase right here in front of me, and can and will present it. It clearly states that the increase takes effect as of July 1st, thus giving me 60 days - until September 1st - to cancel. Considering that I cancelled mere days after the announcement, this should never have been an issue. When I argued this point again, calling several different operatives over the course of many days, and being put on hold (often with no announcement and no music, so as to make me think I had been disconnected) for hours at a time, they finally ceded the point and immediately went about looking for another reason not to waive the early termination fee in question. Already, this seems ethically questionable. They did not know why I didn't qualify for the waiver, but were willing to try multiple angles to get me to agree to it whether that was in violation of their contract or not.

Their next plan of attack was to offer me a credit for this fee increase (this brings up a question: Why would I qualify for this credit after calling, but none of their other customers who have signed the same contract as me qualify for it? If they have to credit me to avoid breaking their contract, why on earth aren't they crediting all of their pre-existing customers who haven't called to cancel in the first place?) But at no point in the agreement that I've signed (which I am looking at now,) does it state that offering me a credit releases them from their obligation to waive my early termination fee in the face of materially adverse contractual changes. They chose to institute a materially adverse fee, thus violating the original agreement we have signed. Again, this is a thing they do very regularly, and then apparently just count on their customers to either not notice the change, or else not have time enough to fight their customer service representatives to a standstill about it. If the roles were reversed, and I started paying them a few cents less than my bill every month, regularly dropping that amount lower and lower over the term of the contract whenever I see fit, I would bet they'd have a problem with it, and consider me in violation. I would draw your attention to this section of the agreement again.

"Can Verizon Wireless Change This Agreement or My Service? --

We may change prices or any other term of your Service or this agreement at any time, but we'll provide notice first, including written notice if you have Postpay Service. If you use your Service after the change takes effect, that means you're accepting the change. If you're a Postpay customer and a change to your Plan or this agreement has a material adverse effect on you, you can cancel the line of Service that has been affected within 60 days of receiving the notice with no early termination fee."

As you can see, there is no mention of "credits to offset" or whatsoever. When pressed, they admitted that this alleged credit stipulation was not in the agreement that I signed at all, but was "company policy." When I asked where I could have seen this company policy, especially before signing up with them, I was told that I could not see it at all. It was only for internal use. Verizon was trying to hold me to secret policies that I had no right to see and never agreed to. After days of arguing, they finally ceded this point as well, and changed tactics again. It simply does not seem morally right to me that a company should argue false points about their contract instead of honoring it, and then, when they are exposed, shift to some other unrelated point and hope that the consumer runs out of the time and will to contest it.

Their newest tactic was to assert that the regulatory fees were "governmental in nature". Notice the careful phrasing, they did not say they were mandated by law, only heavily implied it. They did, however, attempt to convince me that this is why I was not eligible for the early termination fee waiver. I point to this passage from their own website (**).

"What Charges Are Set by Verizon Wireless?

You agree to pay all access, usage and other charges that you or the user of your wireless device incurred. For Postpay Service, our charges also include Federal Universal Service, Regulatory and Administrative Charges, and we may also include other charges related to our governmental costs. We set these charges; they aren't taxes, they aren't required by law, they are kept by us in whole or in part, and the amounts and what they pay for may change."

This plainly and firmly states that they are in full control of these fees, and that any change in those fees comes from their company and their company alone. Yet another lie to get me to go away, rather than addressing the issue at hand. Finally, after I introduced them to this subsection, they read it and insisted that this passage:

"You agree to pay all access, usage and other charges that you or the user of your wireless device incurred."

Means that I have agreed to pay all charges no matter what they are, and completely regardless of how much they increase. Which brings up a question, why is this section:

"If you're a Postpay customer and a change to your Plan or this agreement has a material adverse effect on you, you can cancel the line of Service that has been affected within 60 days of receiving the notice with no early termination fee."

In the contract at all, if that is the case, I have indeed agreed to pay all charges that I and my device incur. But neither I, nor my device, have incurred these new regulatory charges. They were introduced by Verizon. I had no control over this increase.It was not reflective of my usage, my plan, or my device. Regardless of my behavior this charge would have (and did) increase, and it did so unilaterally. I also acknowledge that this subsection informs me that charges may change.

"We set these charges; they aren't taxes, they aren't required by law, they are kept by us in whole or in part, and the amounts and what they pay for may change."

But that does not mean that I agree to pay whatever the new amount might be. I appreciate the warning that these prices fluctuate, so that I know to watch my bill for them, but informing me that a price may change does not mean that I incurred those charges myself, through my usage, and so agree to pay them. Furthermore, I do not see the link between these statements:

"What Charges Are Set by Verizon Wireless?

You agree to pay all access, usage and other charges that you or the user of your wireless device incurred. For Postpay Service, our charges also include Federal Universal Service, Regulatory and Administrative Charges, and we may also include other charges related to our governmental costs. We set these charges; they aren't taxes, they aren't required by law, they are kept by us in whole or in part, and the amounts and what they pay for may change."

They are stating two entirely separate things. I agree to pay these charges, as they are when the agreement is signed. Also, entirely unrelated to that implied agreement, Verizon is informing me that the charges may change, and so I should watch out for that. This does not absolve them of their duty to release me from contract if they levy materially adverse charges unrelated to my usage and out of my control, as stated here:

If you're a Postpay customer and a change to your Plan or this agreement has a material adverse effect on you, you can cancel the line of Service that has been affected within 60 days of receiving the notice with no early termination fee.

Verizon has informed me that they believe the above passage states that I agreed to pay these "other" prices, prices that are entirely under their control and not at all under mine - no matter how much they may increase, or how often, and as such, I am ineligible for the early termination fee waiver, and owe them $433.72.

According to Verizon's stance here (that I agreed to pay charges I may incur, and they stated that some charges may change, therefore I agreed to pay literally any charge they feel like levying, regardless of cost or reason,) they could theoretically charge me any amount for anything this regulatory charge increase could have been $100 or $1000 a month and if their argument were true, I would be contractually obligated to pay it, or else owe them an early termination fee that cannot be waived.

I think we can all agree that would not be a sound contract, and no reasonable person would agree to pay whatever was asked, regardless of usage, under any circumstances, or else face fines. No, Verizon and I signed an agreement for a set service at a set price, and I agreed to pay any changes incurred by my usage, which I have done faithfully. That was my end of the contract to uphold. They agreed that if they created new charges, or increased older ones that I did not incur and could not control through my usage, and I found those charges to be materially adverse (which I certainly do,) then I could cancel our contract without consequence. That is their end of the contract to uphold, and they are not doing so.

Further, Verizon Wireless has employed every morally questionable (if not downright illegal) tactic in the book before ultimately settling on this explanation. Throughout the process, they have refused my request to record our conversations (so that I have something to refer back to as they transfer me from employee to employee, each with a completely different reason why I still owe) though they also refused to cease recording me. Only they may have records of our interactions, it seems. They would also not release transcripts of my calls, at my repeated request. In fact, they outright refused to provide any sort of written statement whatsoever, nor any other record stating why I am not eligible for the early termination fee waiver. They have refuted every basic right I have as a customer to firmly understand the services for which I am being charged, and even refused to provide any sort of record for this refusal. I know there are many others like me that feel unhappy, exploited, and taken advantage of by Verizon Wireless for this same reason. After some research online, I have found several customers who have eventually been granted the ETF waiver for these regulatory charges, which tells me that Verizon Wireless simply hopes to stall, obfuscate and confuse their customers into paying charges they are not legally obligated to pay. I find that simply unacceptable, and I hope you do as well. I greatly appreciate your patience while reading this long and complicated retelling, and sincerely thank you in advance for any help you can provide.

Robert **

I went to their website and try to disconnect that myself and went through the process but they won't let me disconnect in their system because it was set up to be disconnected on the 12th of August. I have explained to the representative that I don't want anymore extra, means to stop it the day I called, so whatever she had done, they screwed me for another month's bill while I didn't need their service. I called and spoke with Odessa, a supervisor, and she said that it was a valid bill and that she cannot do any adjustment because my phone was being used.

I think this company continue to rip people off for services not needed. I don't appreciate their service for several reasons; minutes that I did not use does not roll over for the next month while if I am short on my minutes on occasion then I have to pay for extra. I am paying too much that I did not even use and nothing was given back to me. They are very greedy and a rip off!

This company needs to train their representatives to do a better explanation with their customers. They have misled information on not to worry because I am paying a month in advance and then I got a bill. For what? Do they make sense? I think they needed to be investigated about their billing problems.

I will be charged an early termination fee of $300 and if I want to stay a VZW customer, I will have to start a new contract with VZW on top of paying the termination fee. They say that Chris misinformed me and that they are not responsible for this.

My aunt was worried. She asked me to go to one of their shops and pay the $50, so I went. But instead, I found out that it's $100. We called customer service. The girl on the line proved that the bill was $100 and that my aunt used twice more 10GB, which is impossible. She can't even download anything. And she doesn't use any sites or services that would take it to 10GB. This lady on the line, instead of helping out or advising what we could do, said that it's better we take $80 package, because it's going to be the same amount for each month! I asked for detailed bill. She said they do not send that kind of bill, which I knew they do! And I tried to sign up on their site, but it's like hell. You need to wait for the password they must send via e-mail, which they do not!

We called again later on that day to cancel the contract (the cancellation fee is $170). But since my aunt has low income and on SSI, we wanted to dispute the charges. After being on the phone for more than an hour and shifting the lines from several employees to managers then dispute center, we got an answer that we need to go back to Best Buy. We were told that we need to see the manager and ask him to reverse the cancellation fee of $170, which was a lie! At Best Buy, we were told they can`t do anything about it.

After looking at our account, they said that the $100 bill is for month of June, June 20-July 20 (we bought the computer on June 20). And there is another bill for $100 for month of July, July 20-August 20! They didn't do anything and were lying to us all the time. Verizon and Best Buy employees falsely advised us about Verizon Wireless without proper explanation on what we should expect from this type of connection. Plus, they sold us a $70 USB 4G LTE, which we didn't want as they saw. We wanted a 3G USB that was for free. But they said that if we take this free 3G USB, we will have to pay $50 tax! Is it possible?

I finally sent a message to David Small, the CTO of Verizon Wireless asking for help in getting the problem resolved. Tracy **, Executive Relations Coordinator responded and admitted that the LG Cosmos had this problem, but was unable to say if or when it would be fixed. At that point, I asked to return the phone for credit so I could purchase a different phone. Tracy would not agree to that; she only offered to let me select a used phone from a list that she sent me. I told her that since I paid for a new phone, I should get a new phone that works properly. Her only response is that it is past the trial period and that they are doing me a favor by letting me select a used phone.

To summarize, I purchased a new phone from Verizon and spent a couple of months trying to resolve a problem with it. Verizon admits the phone has a problem but does not know if or when it will be fixed. Their solution is to offer me a used phone of a different model, but I tell them I purchased a new phone, not a used one, and I expect a new phone. As a long-term customer with 3 lines, I am amazed at their lack of concern with customer satisfaction. I believe it is time to find a new carrier.

JMH

About a month later, we received a bill from Verizon in the amount of $1,333.94 for the four days that we had the phone. I called Verizon and asked why the bill was sent to us in such a big amount and they said they would fix the error and send us a letter within 30 days. The next month goes by and we received another bill in the amount of $750. After making another call to Verizon, which was over two hours, they came back and said that they had made an error and it was fixed. This time, I very much thought it was fixed and that that was the end of bills from Verizon.

Not even another month goes by and we get another bill from Verizon in a different amount - $688.48 and it has gone to collection. At this point, we called Verizon again and I was on the phone for over three hours and they were unable to fix the problem and the representative kept on mentioning fees for technologies we never had from Verizon. I am exhausted in dealing with Verizon Wireless bills and would like for it to be over. I want the bill to go out of my credit report.

On Monday, we decided to go to the office in Boynton. She explained to the young man what the problem was. He took the phone and played with it without doing anything to fix it. I got furious because all of my daughter’s personal information is in the phone. I walked out of their office very upset.

I have been a customer since 1994 and this is the way I was treated. The reason I was so upset is because my daughter went to another Verizon Wireless location and we were there for an hour and left. On the way to our house, she received a call and asked, “Who is this?” The person on the other end of the line replied, “You just left with your mom and sister.” My daughter said, “What do you want?” He said, “You want to go out on a date with me?”

They entrap people with extension of a secondary contract when the customer thinks they are agreeing to an extension of the contract that their phone is associated with.

Most Verizon salespeople don't even understand that the company's buddy promotion automatically does this, enough to warn a customer properly.

Virtually nobody understands the subtle differences of a billing account with multiple contracts from a simple family plan.

Because they have obtained legally binding upgrade agreement from a person authorized to make billing changes, they believe they are justified in their actions and take no responsibility for their deception.

On June 14, 2011, I returned the phone and cancelled the calling plan. I returned the phone to Shawn **, who waived a $35 restocking fee. He promised the $125 security fee would be refunded within two weeks. He said that there was a 14-day allowance period for refunds without penalty.

A letter on June 14 relates that "you have not signed in yet. We sent you a text message and email with your temporary password for My Verizon online temporary password: **."

I never signed to complete the enrollment because I had cancelled my account. I called "Tom" at Verizon on June 25. He said Shawn had forgotten to cancel my plan and said he would call me on July 26, 2011. He said don't pay anything.

Tom never called. Emily, on 8/5, said by 8/17. I called Evin and he said in two to three months. He is good at crocodile tears and hemming and hawing.

They finally closed my account and forwarded to a collecting agency. My final bill was over 1200, which was incorrect. On top of that, they sent another final bill almost a year later adding over 200, which is for the the fee paid to the collecting agency. Now the agency has been calling and I specifically told them I was willing to pay but not the whole amount because I didn't owe that amount.

Verizon choose not to call me or keep in touch with me. They did have their corporate office call me and we would miss the other's calls. I did leave a message to speak to their representative but she was on vacation and I never heard from her again. Now this collecting agency, called RDM, has spoken to me and I told them I would only pay 800 but I have to make payments.

There is a scam going on because they agreed but the billing is still what Verizon is trying to collect. I will not pay this amount, which is now 1404.16.

On August 6, Verizon suspended my service based on the return of the payment. According to Verizon's Financial Service Department, the account was 68 days past due. When I was connected to customer care and explained the story, they told me I was not in collections and I would be charged the bank fee for the return payment in my next billing cycle. I was reconnected to financial services, who reconnected my service and charged me a reconnection fee for the five phones on my account. I informed the representative I would make a payment on August 12 or 19 for my August payment. I chose the timing due to the fraudulent challenges with my checking account.

On August 15, Verizon sent me a text stating my service may be suspended. When I told them about the payment on August 19, they told me they would post the information to my account, but could not guarantee my service would not be disconnected because I am over 90 days past due. This is based on the return check from July. However, the representatives can see that I am not over 90 days past due, but they cannot make any changes to the system. I owe my normal payment, which was due August 4. Technically and by the representatives admission, I only owe for August. Customer care has confirmed I only owe for August, but the system will not allow the financial representative to update the system to reflect the correct information.

After several shared comments to Mr. ** that I really do not want to spend $$$ on another line and phones etc., he assured me that this was the only way to go. To top it off, I canceled my insurance because as he put it: You are paying for nothing and that's where the 4th phone line will come into play. When you do the math, it is less money.

I had him to repeat the logic over again because it was crazy for me to accept it. On 8/11/11, phones arrived. My daughter questioned broken phone/warranty. She called Verizon and was told that phone could have been repaired. My daughter went to the store where I initially went on 8/9, and spoke with manager Lilly and Mr. **. Lilly found in the system and confirmed that the phone could have been repaired. Mr. ** stated he offered options to me on 8/9 and I chose to purchase.

I myself went to the store on 8/11 and spoke with the same manager but Mr. ** was gone for the day. I was classified by Lilly as "the type" of customer who would come back questioning my own decisions. This store obviously lacks customer skills and employees are feeling very secure with their positions. This is from lack of high managerial leadership. No one should feel frustrated or labeled and most of all, disrespected. Customers are a vital part of why they even exist there.

It turned out that I didn't get ANY signal from the Verizon modem. I immediately returned the modem to the store and asked for a refund. I had given Verizon Wireless $107.74, based on their assurance that they would provide better service. They returned $72.74 to me, charging me a $35.00 restocking fee, in spite of the fact that I would have tried their service had they not committed fraud!

They are both liars and thieves! I called the 800 number and talked to the headquarters for Verizon Wireless that day. They agreed that I should not have been charged a restocking fee and told me that the money would be refunded to me. I've called Verizon Wireless numerous times since June 6, and was always told that the money will be refunded to me before the end of June, and then before the end of July, but it all turns out to be nothing more than lies!

I hate liars!

I received my bill and imagine my surprise when I saw it was $297. I read the bill and saw all these "surcharges/ taxes and what-not, none of which was explained nor was it explained that we would be charged "airtime" for the web which was a feature already installed.

I tried to explain this to Verizon, to no avail. But before I could get the first bill straightened out, Verizon tacks the next month bill on there. This was nearly $600, which included 1.99/MB of data. Again, I went to the corporate store. The representative was very unhelpful and customer service wanted the $900+ for the service to be re-instated and they offered no relief.

Now they say I owe them a phone?? I asked how? when each new contract you Have To BUY A NEW PHONE...they just because???? NOw I have to give then my old phone that I paid for over a yr. ago and lose that money and still pay for a new phone? and pay 500 buck??? HELP!!!!

Sure I am late because their one bill system doesn't bother to pay back what they have already been paid for. When you call them to get things worked out you are transferred to multiple locations. Aside from that no one can help you, then you are transferred some more after you become upset because Verizon One Bill has over $1,000 of my money that they have not paid my creditors and so those creditors are coming after me.

Again when I try and get one bill to respond and pay what I have already paid them no one will or can help me. After almost 2 hours on the phone getting transferred from person to person it's still not worked out.

when I got the text about the 50 dollars roaming charge I started to investigate. I took the battery out the phone and waited a while. I put the battery back in and the phone was still roaming. I asked around to different people and one person told me it was the game trying to down load. I took the battery out several times and I could not stop the phone from roaming. The next morning I tried it again and nothing worked. The next day about 8:00 in the morning when we returned to Flordia the phone stop roaming. Even if I was totally aware of down loading the game i was never able to play the game. I am expected to pay 472 dollars for roaming charges for services i was never able to use. The game said free and free is free not free now and pay later, it says free. The sent me a text to warn about texting and making a call but never anything about down loading a free game. This was my first time taking a trip out of the US and the last thing I ever thought about was calling Verizon. I know now what to do but was not aware of a free game costing me almost 500 dollars.

Well, after much fighting, kicking, screaming, whining, and asking for advice several times, they 'agreed' to remove the charge. Gee thanks. Yet, I wonder how many thousands of people just assume the cost has risen and pay the ten bucks a month? Crooks and robbers they are, I say! And if the total they have embezzled or outright stole exceeds a certain amount, is that not a felony or grand larceny maybe? Watch your bills folks, Verizon are thieves and will steal from you without conscience.

When I called from the airport, I chose to suspend with billing, thinking that that meant that I would be billed a minimal fee to suspend the service for two months. Upon returning on July 29, I called to reactivate my service, only to discover that I had a huge bill waiting for me.

I was being billed for full service during my vacation. When I called customer service and talked to Jerry, he explained that I had signed up for suspension with billing and insisted that it was my fault, even though the representative hadn't warned me about this option. After about 20 minutes of getting nowhere with him, I asked to speak to his supervisor, Justin.

Justin offered me a 25% discount and was very condescending, insisting that I was the one at fault. Once again, I wasted almost an hour with him. I didn't feel that he was trying to help me at all. He offered me a 50% discount, which was still insulting to me.

I asked to speak to his supervisor, Brandy, who took four hours to call me back. She also took a condescending tone with me, taunting me that I needed to listen to the recording with her so I could see how it was all my fault.

Brandy and Justin have treated me like a liar and I feel devalued as a customer. I have written no less than three emails to the "Executive Relations Team" and have received absolutely no response more than a week later!

Today, Verizon shut down my service, even though I explained that my bill is in dispute! After spending another one of my vacation days being passed around from representative to representative (not one helped me), I had to pay 50% of the June bill for a period that I never even received service for. Verizon has the absolute worst customer service ever. I shouldn't have to pay for a service I didn't receive or be blamed for the directions the customer service agent gave me about suspending my service. That was their mistake!

Every Verizon bill has unusual fees. I made calls to Verizon customer service and got nothing. To whoever has a Verizon service: Good luck. One thing I know, I will never, ever come back.

This morning I called Verizon and asked them to return my deposit of $400 since my account was in good standing. I was told by customer service that they sent a check of $43, which was the rest of my deposit after they took out $299 for my last bill. Verizon charged me twice for the same bill.

I also bought a $45.00 Case from Verizon for this iPhone.

I cannot understand how it can break like this. Verizon is not willing to do anything about it.

I am very disappointed with Verizon.

This morning, my phone was dropped from my pocket to my kitchen counter, less than a 10-inch drop, and got shattered.

I called Verizon and they are not willing to do anything about it. What a shame!

Also some of security questions they asked were not right. Like, what was your first pet? I don't have any pets. This has happened before but now it is getting out of hand. I will never offer anyone to get this service or any Verizon service.

I unknowingly signed up for the family plan. The plan I didn't want in the first place. I called Verizon's customer service telling them that I didn't want the plans, they proceeded to tell my I could get rid of the lines, but I had to pay $350.00 early cancellation fee per line $1,050.00 total. Next I receive a $529.00 phone bill, which is a big increase from the $108.00 bill I usually get. I called and pleaded with anyone who would hear me about this, but no one cared. I even asked if they would use the security deposit to get that bill down to a reasonable amount. no such luck. Now I am getting bills in the amount of $1410.00 and they sill ended up keeping the deposit.

Well now they tell me it would forfeit all warranty on all the phones. My daughter just bought a phone within the last 24 hours. This is ridiculous. I have paid too much for such poor quality of product and poor service where each employee of Verizon tells me a different thing. I get my hopes up and they squash them.

I purchased my first phone Droid X and a two-year agreement with Verizon around November 2011. The sales person completely screwed up the order and after receiving my new phone, I had to send it back.

After they sent me another phone, the camera on it did not work. They sent another phone. This phone also did not work and I got a fourth replacement phone, which didn't work. The third or fourth phone that I received both "refurbished" (I don't recall which), was not even wiped clean and had someone else's data on it and was not working.

I am currently on my fifth phone and it just stopped working. Verizon is sending me now yet a sixth REFURBISHED phone and all I want is a NEW, unused, unbroken phone and feel entitled.

About one year later, in February 2010, I called to cancel service. I was told I had to pay a termination fee, or find a new customer for Verizon to replace the service being cancelled. “Oh”, I said, “my daughter just switched from AT&T to Verizon”, but they would not accept that because she had already switched. I had to find another new customer. So, I gave up; continued to pay the bills.

I again tried to cancel the service last summer June 2010; I was told I could not cancel due to contract, but I could suspend service for three months. I was not told that a suspension would extend my contract. Again, I continued to pay $66 a month for service I was not using. In May 2011, I talked to Mae, who indicated my contract was up to 5/18/11, and would cancel as of that date.

Yeah, finally!

I received a bill in June for May which I paid; then, I received another bill in July for June. I thought maybe the processing department was a little behind or something? So, I ignored it, and I got another bill. I called and talked to a lady; I explained the situation, and she informed me of the extended contract that now was thru August 2011. I asked if she would waive the $142 for June and July; since they should have been cancelled as per my phone talk with Mae on May 1st. She referred me to Richard.

Richard was rude. He did nothing for me despite acknowledging Verizon's lack of communication on numerous occasions; leading to my continued payment of ongoing bills-- for service I was not using.

I don't know how they can do this. This card /service have not been used for at least 1 year at $66 per month. That is $792.00 paid for nothing. They (Verizon) cannot acknowledge their mistake, and waive $142 in additional billing they claim they are due!

Are you kidding me?

Now it is July and I want to make my payment online or over the phone, but I cannot. I called Verizon and I was told that I will not be able to pay my bill using any electronic services until my account is reviewed six months from now and they're really 'sorry'.

I haven't been able to locate a single policy about this matter printed out to explain these seemingly 'behind the curtains' financial maneuvers.

All of the data that I submitted indicated that I indeed purchased the cell phone. I called the chat line at the rebate center; I spoke with someone named Drew, who seemed to not even know what a bar code was, even though I told him that I had submitted four bar codes that were the originals and made copies for my records. He abruptly ended the chat, which indicated to me that this rebate center had no intention of even listening to my explanation. All of the bar codes that I submitted to the rebate center were the ORIGINAL bar codes, but I have photocopies of them with my own records.

I understand that Verizon has tasked this company called Paragway to issue the rebates; so, I assume that the company is the "Verizon Rebate Center." I have never had a problem with Verizon; having been their customer for over eleven years, and I believe this rebate center is the culprit. I have researched them on the Internet, and my complaint seems to be one of many against this company.

Six months later, I receive a bill from Verizon. The representative said he would put in a request; it would get it taken off my bill. He couldn't take it off himself. I was advised I would be notified. I received no bills, and assumed the matter was cleared. A few months later, I received a call from a collection agency-- reporting I owe Verizon 15 dollars. I called Verizon who stated they gave me a break, and ate most of the cost. I had to pay 15 dollars (for a service which I asked to be disconnected). I sent Verizon a check for 15 dollars, and Verizon put a charge off on my credit report. My credit score is excellent, except for this. In fact, I paid Verizon 18 dollars via check. The charge off is for 15 dollars. It's interesting, but that scar on my credit report didn't appear until after I sent a complaint to BBB about Verizon--the fact that they are stealing money.