Verizon Wireless Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

It is now July 14, 2012 and I am still waiting to have the feature returned to my plan. I have been in constant contact with customer support to ensure that my concern does not fall through the cracks. I have talked to a number of customer reps and received varying responses on how it is being handled. If Verizon truly takes/maintains accurate notes during phone calls with customers, their notes will reflect the inconsistent advice/support from Verizon customer support. To date and as a result of this error, a 2GB feature at $30.00 replaced the Global Unlimited Data feature on my plan. Then, the 2GB was replaced by unlimited data for US/Canada, which currently remains on my plan. I paid $730 for my phone (Motorola Razr Maxx Android 4G LTE). I am now in possession of a new phone which gets no signal in Afghanistan, in addition to a plan that does me no good nor one that I requested. Where is the logic in all this?

The impetus for my joining Verizon with a plan to include the Global Unlimited Data feature was so that my family back home (stateside), could maintain routine/immediate communication with me and assuage any worries about my well-being since I am in a war zone. Losing this ability has heightened stress levels on both ends, mine because of having to deal with this matter that is due to no fault of my own. Currently, I'm told an inactive pricing request has been submitted to restore the Global Unlimited Data feature. That is fine and good, but I have been told this on two separate occasions. The first time resulted in a response from Verizon that they declined to return the feature. I pushed the issue and a second inactive pricing request resulted in the unlimited data for US/Canada showing up on my plan and currently remains on my plan.

Bottom line is that Verizon has acknowledged their error and has told me over the phone and in email correspondence that this error would be resolved and they would return the Global Unlimited Data feature. However, they cannot specify a timeline for resolution. Two weeks into this, I feel that I am getting the runaround now. I cannot even get their representatives to respond to my correspondence. I am asking for assistance in resolving this matter fairly and for Verizon to return the Global Unlimited Data feature back to my plan.

On 7/13, this morning, I received the phone. I activated it. I called customer support to switch back to my unlimited data plan. I am told (by Undrea) this is not possible. I am outraged. If it was not possible, I would have kept my current phone. I also would not have wasted my time. Additionally, Undrea could clearly see (based on Ester’s comments on my account) that I called specifically asking about my data plan, but there was nothing he could do. I told him I would send the phone back and keep my account the way it was. He was gracious enough to waive the restocking fee. This afternoon I walked into the Verizon Wireless store on 42nd Street (in Times Square, NYC) to return the phone. The representative (Ellyn) explained that although I will receive a credit for the amount I paid for the phone, Verizon will not return the upgrade fee.

How am I being charged an upgrade fee for an item I have returned? Why should I have to pay an upgrade fee when Verizon's representative (Ester) misrepresented the upgrade policy concerning my account? If I had been given the correct information, I would not have ordered this phone. To financially penalize the customer because a customer service rep did not provide the correct information is unacceptable. I would like a full refund.

I was also told if there is a problem with the phone, I can return it for free which changed, after signing, to a charge of 25% restocking fee (again, my mistake for trusting the rep and not reading the contract). The store, of course, took the salesperson's side of he said/she said but I also had another person with me who witnessed this. I can't do anything for me now but I want to warn all buyers to go through only Verizon online if you want a Verizon phone and not a store because they work on commission and will say anything for the sale.

After my contract is up, I am changing to what all my friends and the rest of my family have changed to for more service for a cheaper price. All of these people used to be Verizon customers too for many years and had warned me not to go back but I ignored them, so again my fault for believing in Verizon.

I have shut my phone down numerous times and I have rebooted it too. This is just stupid; I've never had so many problems with a phone as I'm having. And people on the phone, some tell me they can run a diagnostics without me having to turn off the phone or call on another. This phone also heats up when charging and when not. I bought a new home charger and it doesn't charge but half way in 5 hours. I’ve tried other smart phone home chargers and they do not work with this phone as I was told it would. I feel like I’m getting a royal screwing and I’m tired of it. This phone, I also was told after I bought it was on its way out and there had been many complaints on it. There better be an honest person in this damn company that that will me some good. PS: I'm not just angry, but very dissatisfied.

After several calls to different representatives and management, we finally chased down the last of the credits. I thought we were done. To my chagrin, we were not. The following month (billed June 12, 2012), a brand new equipment fee appeared on my bill. This time for $439.99! That's where the issue stands today. Among the people I have spoken with to get this resolved are: Jeff in Rochester (supervisor/management team) on May 17, 2012, Joseph (employee badge ID**) on May 21, 2012, Ryan (unknown employee information) on May 22, 2012, Jim in Indiana (employee badge ID**) on June 18, 2012 and among many others. They have a lengthy list of our discussions on file.

How to resolve? Refund. Reverse the ** charge! I had to call 5 or 6 times to get this resolved and I'm more than pissed about it. Treat your customer right, credit me for all the time and anguish this has caused me. When someone buys a phone, they are not looking to buy a problem too. Upgrading a phone should not be this much of a hassle. I used to have great things to say about Verizon. Thanks to this, that has been diminished to next to nothing. I want credit for my time. I intend to be heard.

Are you serious? A multimillion dollar company like Verizon doesn't have the capability to back up data from the phone? Why is it that if I call an attorney, they can pull up every text I've ever sent but Verizon cannot back up my data? So their solution is nothing! They can't back up the data, so they blamed me for not fixing their problem. So now they want to continue charging me for a data plan that I can't use because the device they sold me doesn't work! Verizon wireless is not here to provide a service.

They just want to make money at the expense of the people. Let's face it. They don't provide service. They hide behind their lawyers and tie you into unilateral contracts. They don't have to provide service because their contract says you're screwed for 2 years, whether or not they provide the service you contracted. Did you know that they have the right to change your plan at any time? Whether it charges you more or less, they have the right. They also fail to inform consumers properly and there's an amazing amount of misinformation shed at the stores because salespersons continue to work on commission. Service? Who cares?! They got their spiff!

I'm facing a situation where, for over three months, I've had spotty data service and now no service from Verizon. Their response? Buy a new phone. I bought their best phone 2 years ago. It doesn't work for data anymore. What did I do? I did the *228 that one of their stupid people recommended. Next thing I know, no internet, no GPS. Nothing! Now they say the problem is my phone. The phone is out of warranty and they want me to upgrade. Let me think about this. You want me to spend $400 for a new phone for you to provide lousy service? And tie me into another 2 year agreement that I don't want just so you can provide the service I purchased? Verizon's lack of service will not go unnoticed for long!

With my arrival delayed, I jumped on the train for my planned meeting at my apartment rental only to find my phone did not work, stranding me alone at 10 pm in a neighborhood I didn't know. No way to make a call, no knowledge of the transit available (since the Metro shut down after I got to my destination), and nowhere to go. Despite all my preparation, I found myself stranded and more than a bit freaked out! I finally made it back to the center of Rome and found a hotel room around midnight at considerable added expense. It took them 5 days and my sending them two more emails before they finally sent me the info I needed to make my phone work. Their excuse for all this - they were busy!

When I now call to vent and tell them they owe me for what they've put me through, they told me I'd have to wait for a supervisor to call me back in 24-48 hours. I've never been stonewalled and disregarded like this! They have yet to acknowledge their inexcusable and incompetent handling of this or apologize for my extremely stressful experience. If you think this is acceptable customer care, then this is the company for you!

I got a new cellphone this year and had even more issues than before. Upon having yet another phone sent to me (again, refurbished!), it was doing the same thing. I called this past week to find out the issue and solve it, only to be told about this Network Optimization. I just signed a new contract, yet I am being told now that this is under effect for those that are still unlimited. The manager was not helpful and extremely rude. She told me they are limiting the unlimited data that you pay for because "why give you data they could be charging you for?" So on my 3G plan, I now only get 2GB per month. When I questioned this, she told me to sign up for a 4G plan. 4G is not even in my area to get full access to 3G network, even though I cannot get the full 4G in my area.

They did not mention this at all during my new contract this past month nor did I receive anything in the mail about this. Therefore, I signed under false pretenses and I no longer wish to carry out my contract. If they knew about the network ** crap, why replace my new phones with refurbished phones for this issue if it was network optimization all along? They only care about the almighty dollar signs.

At this point, many people, including myself, are basically pressured into paying the monthly insurance fee. It is never disclosed verbally or in writing that the insurance is not with them (Verizon) and that there is a deductible. I have always believed that the insurance is through Verizon and that you pay for this insurance to get full replacement at no cost. So I have been paying $6.99 per month for years and now I am required to pay a $99 deductible. I can buy this phone at any licensed Verizon distributor for under $99. My damaged phone needs to be replaced at no cost or the monthly insurance fee for the life of this phone needs to be reimbursed. At Verizon, I spoke with Brett **, Aaron and Lewis **. They told me that I was informed of Asurion and that there was a deductible. They also said that Asurion always notifies the consumer about the policy details and requirements.

At Asurion, I spoke with Steven, Joey ** and last Keith **. They informed me that they did not and they do not send the consumer information on the insurance coverage or deductible requirements. They informed me that I can get the information at Verizon locations or upon request. The cellphone companies and their affiliates are scamming monies from all of us consumers on a daily basis. When you want to question something, you have to maneuver through an electronic obstacle course and then the representatives you’re lucky to speak to are all trained robots. My damaged phone needs to be replaced at no cost or the monthly insurance fee for the life of this phone needs to be reimbursed.

Today, I come to find out through the FedEx tracking system that my phone won't be delivered today and that I would have to wait until Tuesday, 5/29/12. I called Verizon to speak to a representative about it, and they told me "Yes, your phone will be delivered on Friday. The warehouse did not send your phone when they were supposed to, and there's nothing we can do about it." They flat out told me to suck it up but in a more politically correct way.

I asked to speak with a supervisor many times, and that option was never given to me. The representative put me on hold while he spoke to his supervisor, and when I asked him again to connect me to the manager or supervisor, the representative told me he was on a meeting. I feel that Verizon is just doing what they want to do without any concern as to how their mistake or false promise affected me personally. The representative had the nerve to tell me that because the shipping was free, I had to just wait until my phone gets delivered (4 days later than the guaranteed delivery date that the Verizon representative gave me the day I purchased the phone).

If I knew the phone was not going to arrive by Friday, I would have paid for the expedite delivery myself. I was never offered that option, even though I asked many times. Cristina (who sold me the phone on Wednesday) told me "Your phone will be there on Friday, and you don't have to pay anything." I'm very upset as to how my case and problem was handled today.

In March of this year, I paid on the 24th and Verizon accepted the payment and sent me an email confirmation as usual. On the 31st, I got a strange call from a collection agency saying I had a delinquent Verizon Account and I owed $800.00. I only owed them $399.00 at this point, and the account was not delinquent! I immediately called Verizon Wireless and was told that I did not have an account with them, it was closed. They told me to communicate with the collections department. I told them that wouldn't work. They never could connect me to anyone so I sent an email and wrote a letter.

On April 5th, I got a notice from Experian (I use freecreditreport.com and pay good money every month to keep tabs on my credit) telling me that "potentially negative information had been posted to my credit." I looked, and it was Verizon Wireless! Verizon reported an account in collections, and an account that was over 120 days past due. This is a poor representation of me! I would never allow a bill to go unpaid for over 120 days! I contacted Verizon immediately and magically reached a department that could take a payment. I paid the entire $399.00 and asked them to change their credit reporting as it was inaccurate. The representative told me that he could change the report but that he wouldn't.

The next week, I paid money to see Equifax and TransUnion, and saw that Verizon had reported differently to each of them after I already paid the balance in full. They reported that I had a delinquent $699.00 account. I never even had that balance anyway. They reported different figures and account types to all three bureaus and two of those reports were filed after I paid the entire bill (which was never delinquent by the way, and was sent to "collections" after I received confirmation that my payment arrangement was still in good standing).

I am currently trying to dispute this with the credit bureaus. I am a recent college graduate and I am trying to be a model citizen. Verizon Wireless has effortlessly caused my credit score to drop from 714 to 644! It took me years to build that! I worked so hard, too hard for it all to be gone just like that! This is awful! I have created a petition online at: **. Please sign and show support so that attention can be called to this sort of thing and it will stop happening. People don't deserve this!

I contacted the store immediately and also went down to talk to management. I explained that I wanted to return the unit and that based on my needs, it was out of my budget and because it was not explained to me properly. I felt misled and so I was aggravated. The store management (Best Buy) apologized for the miscommunication but advised the only thing they would be able to do was return the unit.

For the service discontinuation, I was referred to Verizon. It took about a week for the store to put me in touch with someone at Verizon. A Verizon representative by the name of Jonathan called me. Jonathan was rather understanding , kind and patient, apologized about all the confusion, stated he could discontinue the service but asked first what my needs were and that maybe he could help me figure it out since I did indeed need internet service for my autistic child and personal business.

I told him that I needed the internet but couldn't afford anything more than the $50 that I signed up for with the understanding at that time that there was no limit to data usage. He noted that it was possible to put me on a larger plan and looked at my usage which averaged slightly higher than what the initial plan accounted for driving my costs per month up by $10 - $20. After he explained the plan and how it worked, I decided that based on my usual usage, it may work. On average my bills per month were $50-$70 on the high end.

In late March, I received an unusual bill of $186.47. Frantic, I contacted Jonathan and he did some investigating. I explained that the bill doesn't even make sense. My usage had not changed from previous months. He came back from investigating and indicated that he wanted to change my plan and that he would credit my account as a courtesy; he left a voice message on March 25th 2012 at 7:05 pm. His message indicated that he contacted customer care several times and for me to contact me to go over my usage.

Unfortunately at this time when he left the message, I was preparing for an international trip and was scheduled to leave the following week. Days prior to my departure, I had not used the hotspot and had left for Europe on April 3, 2012. The hotspot was with me but off the duration of travel. When I arrived in Southern France, I attempted to use the hotspot, but the lights lit up yellow and red and would not let me connect on my laptop. My return was April 18th 5pm. Again, trying to use the hotspot on my return home was to no avail.

Shortly after, I received an automated call saying that my Verizon service was in jeopardy of being disconnected (even though it was already off) and the current bill amount was $480! Now angry, I tried to contact Jonathan to find out what was happening and how my account continued to escalate without my use. His phone line went directly to voice mail and forwarded me to a new individual named Chris **. I immediately called the number and again was sent directly to voice mail with a message from Chris ** indicating he was out of the office and any emergency calls should be directed to Jeremy at **.

I called Jeremy's line getting increasingly frustrated and explained the situation to him, what I had been through and that I just got back into the country. He said he understood and that often the automated systems get it wrong, don't know what's current. He asked for my account number or phone number associated with the account and I told him that I would have to look for it. He said to text it to him and he would get right back to me. Within 5 minutes, I texted him with the information, specifically the following: "Thursday, April 19th 2012 2:27pm Bill ** on April 7th inv #** was reduced by Jjonathan and he made a plan change to accommodate usage; service is disconnected; I signed up for $50 per month. Account **. Phone number **. Very aggravating, help! I don't think this is working out for us. 2:34 pm (same day). I've been gone in an entirely different country and not using this service for two weeks. How the heck does $300 accumulate on the bill?

No response received from this text. I sent him another text an hour later asking if he received the information. He texted back that he would look into it that night and that he was in an unexpected meeting. At 9:16 pm that evening, Jeremy called me and told me he finally made it home, that the charges on the account were valid, that I had used 20 gigs of data within a one month period (some of which while I was in France) and there would be no credit and there is nothing he could do for me. I asked how is it data was used on my account while I was out of the country if I didn't use it. The only response he offered was that the data was used, "you need a password to use it" and that I would be held accountable for all charges and that they were valid. I asserted that this was ridiculous and that I would be filing a complaint with the Better Business Bureau. He said okay. At no time was my typical usage considered. At no time was any process to investigate fraudulent usage offered or advised.

Once I calmed myself I remembered that Jeremy was not the initial person who I was referred to and that I would double check with my actual point of contact Chris **. I called Chris ** and again got his voice mail, only this time, there was no indication that he was out of the office. I called him 8:30 am on Friday, April 20, 2012. My call was to explain the situation and verify the company's position that I am responsible for this data charges even though my hotspot unit from Verizon was off, out of the country and not used by me for at least a two-week period. I didn't hear back from Chris. So I called again and left another message followed by a text message stating the "no call back my response to my voice mail? Please advise. Thank you."

To this day, Chris ** has never called me back. In all this time, four days later, no one has contacted me in response to my complaint and indication that data has been used on my account and not by me. Verizon has not provided any customer care, service, investigative tactics, explanation, or otherwise regarding this situation. I am extremely disappointed with the handling of my account, lack of customer care, lack of response, concern and inadequate service and would like to be released from this agreement and outrageous charges generated by another source.

I am convinced that my service and data has been illegally accessed and Verizon proposes to do nothing about it. Customers are at risk of being taken advantage of and seem to have no recourse of action. My daughter and I have been without internet access for a total of three weeks but today, April 23, 2012, Monday I received a very timely invoice in the amount of $401.80. Incredible. I wish to be immediately released from this agreement and associated charges. Thank you.

I also have a complaint about the unit when I was using it, disconnecting service, etc. The service was always dropping and I could not get a reliable stream connection. When I called Verizon on the issue, they always just suggested I turn the device on and off, and reset. I had to do that repeatedly. Should I make a new complaint on that or can I add that to the existing complaint?

When I asked what will happen when this new refurbished (meaning someone else's phone that didn't work and got returned) phone stopped working, he told me I should buy insurance so I could get a new phone (same brand and model of course). If I had been responsible, that suggestion wouldn't be so offensive. I've since found that the Droid Incredible 2 stops working whenever Verizon updates the software because it cannot process the new software. Verizon doesn't let you opt out of the update either. I'm off to AT&T. I've been a Verizon customer for more than 15 years, not anymore. I used to have their landline service but the outside lines were so old (according to the Verizon repairman) that I couldn't hear anything.

The first bill was $165.11 and it had the bundle for $109.99 a month. This was too high, so I called and the employee said there was no offer for $89.99 but I have the ad. After numerous attempts to resolve things, it was never resolved, so we paid the bill. In April, when I called, I was told by a Verizon employee that we didn't have lifeline anymore because this bundle has digital voice and it goes for $109.99 so the bill was higher. We were never told we wouldn't have lifeline. She said she would give us a $20 credit each month for one year to make up for it. She gave us 2 credits towards the next bill (April bill was $152.07, credit was $48.46 paid $103.61).

Then the next bill came for May and there was no credit for $20. So, I went to a Verizon superstore in West Covina because they said they would try to help me. A clerk there told me to tell them I want "LEC" again (I think that was it) which is the type of service that we need in order to have the lifeline again. I called Verizon from the store and told the lady on the phone about wanting LEC and that I was supposed to get credit and that they were charging me too high and this lady said that there was no bundle for $89.99 and that our area doesn't support lifeline with this new bundle. She said that the reason I hadn't gotten any credit was because it takes time to get credit and I told her they had already given me 2 credits for $20 for the first two months but this new bill had no credit. Then she said the credit for $20 was only if we didn't want the Verizon prepaid card they offered and told me and that if I took the prepaid card, that was to compensate for the overpaying of each bill. She told me to read the ad that I had and said that this info was on there. I told her it was not on that paper because it isn't. She argued with me over and over so I said never mind and I hung up.

Two days later, I received a notice that we would be paying approximately $129 something for one year, but this contract is for 2 years not for one, that means after one year, we will be back up to $165 a month and it should be lower than our last contract because it was supposed to be $89.99 a month now and not $109.99 like before. We had to pay this May bill for $151.96 and the new amount will start next month. Last contract was $129.03/month, this new contract should be $20 less plus $8.50 for HBO, totaling $117.53 month. Then after the first year is over, without HBO it should be approximately $109.03 a month.

They only owe us approximately $67.99 but we shouldn't have had to pay that much. They need to charge us $89.99 a month for the bundle and not $109.99 and they need to give us lifeline back. It was working fine up until we renewed the contract, and they never told us that this new bundle couldn't have lifeline because it's a digital voice thing. We don't need digital voice. If they can't do this, we want out of the contract and don't want to be charged a huge fee for early termination. I could never get anyone to help me for the first 2 months so I was afraid to cancel for fear of being charged a huge fee.

Well 5 business days later, I was told that the tech had optimized the tower and that everything should be fine. Interestingly enough, about a day later, I had to call customer service and in their records it stated "there was nothing wrong with the tower and everything should be checking out fine". So I started to think there was a problem with my phone. After upgrading, I found that it wasn't my phone either. I am so very happy that I have the most amazing phone I have ever owned and I, basically, get to use it as a laptop on my WiFi between 11PM and 1AM. I guess I will call them again tomorrow and hopefully, they can explain or rectify the situation. I have never been offered a discount or credit or anything of the sort.

The Result: I am not eligible for a discount, as I have the 2GB Data Plan. I contacted my local store. They said they did not understand that, "A data plan is a data plan, you should get the discount." Again, I was told that this would take a little research to see why I was not getting the discount (thank you, Crystal for all your help). The Result today (all news to the people at my local store): I am not eligible for a discount on my data plan. My problem is that I have been misled. I purchased my phone and my plan in good faith. I was told information by very knowledgeable people who had been working for your company for years. My complaint is that Verizon Wireless has not acted in good faith, and have misled me into purchasing a plan that I believed I would be receiving a discount.

The solution is to honor your contract to me by doing the right thing. If I were to go into a store and purchase an item that was incorrectly priced; the store would honor the marked price on that particular item. There is no difference. Verizon is simply saying that there is nothing they can do.

Never was I told that if the company determined that it was me who damaged this phone, I would have to pay for it versus if I sent it via the insurance company. Now I am supposed to pay $299.99 plus all of the tax charges for the old phone. I should not have to pay. A Verizon representative at the store took care of it and advised how to handle it and in fact, did all of the follow-up.

Net postings say this is all their plan, to give you discount when you first get phone then lock you in contract and purposely send bad updates to force you to buy new phone at regular price. If you convince them to replace your phone, they say they will not replace again when this happens again. The worst part is that they will not let you out of the contract! We need to get phones without Android system (i.e. iPhone) and need out of our contracts. Bad enough, we have to buy new expensive phone just 14 months after buying expensive Droid!

Also, postings say extended warranty doesn't protect because VW says there is a 3rd party involved and warranty doesn't cover them. This is all a purposeful scam and Consumer Affairs must stop this! Many of us have critical uses for our phones and need uninterrupted service! We pay for a working phone and monthly service but don't get it! VW claims their contract allows them to do this and that we have no real remedy.

Indeed, the phone was totally blocked with a sign of "error 705, please contact verizon.com". I told this lady I came in with a working phone and now it’s not working, so I need the phone fixed. She said you have those options to buy or download a software. I told her I did this few months ago with the previous phone, after several hours it did not work so I got a refurbished one and I told her no, I won't do that again since I had a bad experience (it can be checked, it was on my birthday, Nov. 16).

She backed up to the wall and she said that we wait. I asked twice to see a manager and no one moved, so I assumed she might be the one, since the gentleman did not say a word. It was the Friday before Easter (1 week before) at 4 pm, she did not have a name tag and I was so furious at this point, so I went to RT 4 Verizon center. Her demeanor to me was unacceptable, the phone was working and I left with a non-working and non-retrievable chip to track my lost numbers and emails. Please check this manner, I’ve been very busy to contact you earlier, but I was so tempted to call my lawyer in this regard. However, I will never put my foot in this store ever. I’m very disappointed with the manner of this store’s professionalism.

I had four phones on with Verizon and when I switched the first two, they wanted to convince me to stay and asked me if I was still within the limits of being able to return the two phones I received from the other company and I told them yes. And I explained that I had warned them over and over and now they want to offer me the world. No, I don't think so! And to me, it's just too much of a hassle to send the new phones back to the other company. Well, now out of the four phones, there is only one left with Verizon and that one is mine which is the primary and my contract is up on May 4th. At that time, I will be terminating and going with my new provider, which is T-Mobile. They used to be really bad but I have to say, my boyfriend and kids are pretty pleased so far with the T-Mobile experience and it's been two months now.

The 4th lie was when they sold me a Razor phone, telling me that the battery would not die twice in one day. Guess what? It only dies once a day without even using it. Everything that would drain the battery is off, and I use my WiFi in my home; so I don't use the 4G network and it still dies once a day. The 5th lie was when I called to obtain information on where my $400 credits are for the equipment they sold me for which they told me that I had to have them to have my Razor's apps work. I found out that it's not true, so I sent it all back. That was in February. This is April, and still no credits.

I have made over $300 in payments in less then a month, and they called yesterday, wanting another $386. Yes, I guess so; then I will have paid for all the equipment I sent back and have no equipment, no credits, and no money either! Then they said they will give one of our promotion tablets for free for all of my trouble. Okay, sure. At least, I will get something for all of this **.

Then two weeks later, on my now $700 bill, there is a charge for the tablet for $150! Verizon Wireless admitted to receiving all of the equipment, but they can only find the WiFi device that they talked me into buying. Yeah, by this time, I am feeling pretty stupid. Then I called about this, and they told me that the agent did not notate the deal about the tablet. Well, gee, I can't imagine why someone would not notate lying to the customer! They told me yesterday that they needed 24 hours to figure out all of the notes and the amounts that were credited and then taken off again. Still, I have not heard from anyone.

Now, there is a shocker. I called AT&T today changing services. By the way, AT&T is cheaper than Verizon Wireless. For the plan I had with Verizon, I paid $189.00 a month. That was the 550 plan with 3 lines, and that's data plan and 250 text messages. I got 700 minutes with AT&T, 3 lines, and $20 data plan--all for $110.00 a month. We had AT&T when we were talked into changing to VW. We had no problems with AT&T at all, and they are cheaper! I will also be filing a formal complaint against Verizon Wireless with the FCC, Attorney-General's Office, and the BBB.

Assuming that during the first attempt to pay, there must have been some system failure, I go on with my day knowing that I had paid my bill on time. When I later checked my bank account online, however, I was startled to find two, not one, pending charges from Verizon Wireless. Two pending charges, even though the computer automated system said that only one of my payments had been accepted. It has now been 4 days, 3 business days, and I am without almost $84 in my account and my bank charged me an overdraft transfer fee to cover the double pending charge.

While I realize that this second charge will eventually drop (I hope), it has been a huge inconvenience and I now have no faith in this company to handle my information properly. I contacted both my financial institution and Verizon Wireless, and both point the finger at each other and even at VISA for their respective practices for handling payments. I don't care who is at fault, I just want my hard earned money where it should be - in my account so that I can have access to it.

Please, before you buy into Verizon, know this: You will not get good customer service. They lie and change things to fit their needs. It's no wonder our country is in the state it's in. No one cares for the little guy. I know my hubby was over zealous but for 2 years, Verizon has fallen and I'm tired of it.

I went to the kiosk in the mall and told an employee that the other store employee was supposed to have changed it and told them which store it was. The man at the kiosk was rude and refused to roll over the amount for the days the account was still being billed (only 3 days!) they were charging so I paid the new family plan fee in addition to the time up until the third, which it was not on the family plan as I have requested. On top of it, the employee was rude and when I asked for a customer support number, he handed me the pen and told me to write it. I absolutely am tired of Verizon. They charge hidden fees, are worthless in store since they cannot even help with your account but they can certainly misquote you and screw you over to get a sale.

In all the years I have had Verizon, I have had in-store people mess up my account, including changing my former plan (which was excellent) and thus my losing my grandfathered $50/month charge, then finding out later the man had done it in error and there was nothing Verizon claimed they could do because the "system had changed", I now pay 3x the amount every month for the same plan. Additionally, I had an incident where I upgraded my phone one March and a year and a half later, this past July, they turned off my phone while I was on vacation (nowhere near a home to take care of it) over a supposed unpaid bill of $120. I was at a loss as to what it was since I paid.

Apparently, a tech person said it was from some fee dating back to when I got the phone. I still am not sure what it was (prorated taxes?). Why would you turn off a phone a year and a half later? I even went in-store to pay my bill before I left and the customer service manager said I had only that bill amount due. If there was more, I imagine he would have said it. I was never notified of this outstanding payment due for whatever it was, since they probably didn't even know but saw I was ongoing so they cut off my service without any notification.

Whenever it means making a fast buck (like early upgrades), Verizon is on board and kissing butt. But as soon as you say you have charges and where are they coming from, their hands are tied. I would not recommend Verizon because they, like so many other companies, are becoming a monopoly and they think they are untouchable and are entitled to customer money. If another phone company comes out which has the same 4G capacity, I will switch immediately even if I pay the termination fee.

I have been threatened to pay, numerous texts have been sent to remind me to pay, telephone call after telephone call is placed from somewhere within the auspices of Verizon, perhaps Financial Services, up to seven (7) times in one day with the hope of reaching me to discuss my account. No one can understand or comply with the vast amount of trouble with these devices; and each time I have called, I have been given lame solutions to solve the problem.

To wit: 10 phones, no services, must pay, wasted money, late charges assessed, calls placed by me which are lengthy, the clerks are not knowledgeable, over and over with the same rhetoric, sometimes threatened, the service is not there. I need the phone gone but the phones they send you for replacement are never new, just refurbished (lest I comment they are generic and generally garbage). I have been given the option to have another phone by one rep and left to check the phone out at a store, called back and gotten someone else who claims that wasn't the case (calling me a liar). It costs me time and money I don't have. I have had my service disconnected once for not tendering payment but the phone didn't work anyway (hold a gun to my head). I was supposed to receive a month's free service but they told me there was no note on the file (my fault?).

I have a $500 fee on my bill now for a phone I didn't send back but they won't let me send it back via USPS or remove the charge (I must do it their way, socialism) and wait for a label begging financial services to place a 'hold' on my account and not disconnect my phone (do I care)? I cannot see the sense in any of this but oh, by the way, my phone doesn't work the one I have but there's no mention of that and I must pay $104 per month for something I cannot use. Then try to visit a store and meet a manager by the name of Jeremy, who will attack you verbally at the counter in full view of all customers, telling you sorry, the phone has moisture damage from holding it! Now, I’ve heard it all. Guess I need to put it on speaker. This guy took the cake, he was reported but then I didn’t have his name, but when I described the guy, someone knew his name (suspicious?).

I can write a book on calls dropped/missed/don't go through/etc. This is a nightmare that must stop now. I can no longer fight this conglomerate, whose address they refused to give me and I got it by chance. I am in the process of hiring an attorney if this doesn't work. If one were to write a paper on this company and if it is a company, I actually will eat my hat. It would take up to one hundred pages to document the length and breadth of the complaints I have to lodge against them. There isn't enough space here.

In effect, there are forcing me to pay for a phone that does not work, denying me service and charging me for what they refuse to provide, discrimination. Calls should not drop; calls should not end unless I hang up. The internet on the phone should work and it doesn't. The clerks with whom you speak should be able to read from a computer, regardless of their education. The corporate address should be revealed in full to any existing customer for business sake. If a phone does not work, it should be replaced and full disclosure must be company policy. It is not with this company. Now, multiply that by ten, and there is something horribly wrong. A red flag should go up.

Further, I have told them that Blackberry is going under and is a thing of the past. RIM is a company which lost its footing but one rep told me how great it was, right, that's why I have had ten of them. They have on several occasions, without extending my contract, offered me a Droid phone. I will attest to that in a court of law, go to look at it, call back to tell them I looked at the Razor, Bionic, and Stratosphere and I choose _____, all without extending my contract because that is exactly what was said by the supervisor. Look it up, do you know how exhausting it is to call back and have them say, and oh no that is not what was said? OMG, it is actually so annoying. These people are above the law? No. They will have to own up to the charges as set forth in what I have and will cite them. This is criminal activity, plain and simple.

I am filing this complaint in part for assistance and in part for disclosure. I will seek justice and win to inform the public how poorly and discriminately I have been treated by VW. Further, I am disabled and that makes it much worse. Nothing has happened. I still have #10 phone without service, no internet and just got a partial credit for a month. Partial was supposed to be a full month, they cannot read I presume and now, I am going full speed ahead in filing against them. I am absolutely tired amidst this injustice. This should not be allowed to continue.

I was charged at that time for roaming, etc. because the phone spontaneously did strange things, the same as this time. However, I stupidly paid that bill for around $300. Now, I am being charged $700 because Verizon Customer Service insists that the charges are valid, but still decided to knock off $200 as a courtesy!

How could I use my phone for these purposes when it was supposedly blocked from doing it? Their reps could not give me a manager to speak too, nor would they put me through to I.T. Not only that, they insisted that I used the phone for internet, and told me that I didn't know how to use my phone! I had to pay, so as not to ruin my credit and still have contact with my dying father. I am disgusted and furious. Verizon robbed me, and I want my money back!

I finally talked to Brad, who is supposed to be a supervisor, he lost his cool and asked in a very negative tone to me "Do you want internet service, Yes or No?" I explained to him, that Javia told me that a technician would be at my home on March 14. However, no one arrived to assist. I took off from my job to wait for a technician, and a technician never came. Brad said "Regardless of what happened yesterday." Your assistance is desperately needed. I am getting nowhere. This matter is never ending.

I returned it less in than the 2-week period as it didn't work for the country. ** helped me as ** was not there. He said it was all taken care of but it wasn't. They continued the service (even though I returned the device) and the billing. I got numerous phone calls and bills, and the customer service department finally stopped the service and credited me all but 2 weeks of service. I paid it because I was sick of hearing from Verizon, but, ** and **... never use them, as they did not follow through with their jobs. They still owe me $20.96 and an hour of time that I will never get back, having to straighten this all out!

I have been on the phone with customer service numerous times and did receive a credit but my feeling is if these problems continue, I should be compensated for the trouble. Verizon customer service wants you to call and go through the troubleshooting process every time something goes wrong, which is frequent! At this point, they should be paying me to be on the phone with them!

What good is a 4G, or even a 3G phone, if there is no service to support it? Just to have a phone that reliably receives phone calls would be nice. Heck, I'm lucky just to receive text messages most of the time. Sick and tired of being told "we're working on a solution to your problem", "as soon as the Alltel merger completes", "we're sorry, but there's just not any more bandwidth available", "it's not our fault, you have a Verizon phone and you have better signal from Alltel, so your equipment is fighting with itself" Yada yada yada. Poor customer service will lose me every time. Goodbye Verizon and good riddance!

Verizon has stated that they have sent final bills outlining the above charges, which I have never received with the exception of two bill collectors sending notices (one in January 2012 for the $151.17 and one from your company). I dispute these charges since Verizon has not provided full disclosure of the reasons for them and continue to stack charges on an account that has been closed for seven months when they are contractually obligated to provide a final bill within 30 or 60 days upon cancellation of services, not 7 months. This is unethical and does not appear to be legal practices. Your attention to this matter is appreciated.

Upon arrival to Italy I wanted to check my account which Verizon had closed completely. I was unable to access anything online as it all was shut off. I realized that I still had a bill and would wait for it to be forwarded to me as I was unable to make a change to my account because it was closed. The following month I received a bill from Verizon to include early termination fees as well as the remaining balance. I called Verizon from Italy, not an easy task as it is expensive and the communication is not the greatest from such a far off destination. While speaking with the agent, I was told, yes you are correct we will take care of this issue and send you another bill. As a few weeks had passed, we did receive another bill of the exact amount previously billed, again an overpriced call was made to Verizon. We again got the yes you are correct but could you fax us your military orders again. Easy enough, so the orders again were faxed. We also settled the remaining balance of the due bill, not to include the early termination fee.

Currently, I received a bill that was in transition for a month again because of the inability to change my address. This bill states that we owe Verizon the early termination fee and that the account is past due or delinquent. The bill dated a month ago states that it will be forwarded to a collection agency within 2 weeks. I am not sure what the current disposition of my bill is. I have attempted to e-mail Verizon with little to no success as I have yet to receive a reply. I find this extremely frustrating as we had more than one contract with other vendors in the US and all of them were extremely compliant in my military needs. What does really burn me though is a customer of 9 years receives such poor service. A question I posed for Verizon in my e-mail was to my return to the US if they felt that I would return to Verizon for service.

Phone ** was acknowledged by Verizon employee to be out of contract on 1.2.12. Phone was transferred on 2.20.21 to Sprint carrier. Primary number at ** received a text notification that "the number ** was removed from account, if this was done in error please contact Verizon". Absolutely, there was no mention of breaking contract. (How easy would it be for Verizon to mention phone is not yet out of contract?)

If Verizon would have notified this customer the ** phone would have waited to change carriers once it was out of contract. We have been a Verizon customer for at least 10 years, paying bill on time. Verizon remains completely inflexible to budge or negotiate this additional fee. I am ready to change service carriers. I’m totally dissatisfied with Verizon’s deception. It is criminal. How and why is Verizon able to get away with this shoddy business practice? What happened to appropriate and fair customer service?

Although I disabled the auto bill pay on Verizon site, Verizon took the full amount, including the additional $140.00 out of my account today. I had disabled the auto bill pay 3 weeks ago but somehow it never was applied.

According to Verizon, they are unable to review the recorded conversation that promised me the upgrade, as well as not having an upper management, except one that reviews the first contact representatives actions and behaviors. While being on hold for said supervisor, the representative comes back and still tries to get me to upgrade by purchasing two new phones and paying twice the data instead of resolving the issue and standing by the promise that I was given by another one of their employees. I was on hold for 30 minutes with no transfer to a manager after asking them to do so.

So I tried to call them in the same occasions. I used to call twice per week to discuss the bill and make sure they were billing me the right amount. But all was in vain, so I decided to cut my service in May 2011 and have service with Comcast. When I called Verizon around May 15, they denied to cut my service. They told me that my service will be cut 5/22 and not before. No further explanation was given to me.

Later on, I called again and requested again to cut my service. I had to call several times to finally know that Comcast is the one who should cut and not me. But Verizon never informed me that Comcast is going to cut only the phone and I should be responsible to cut the TV and internet. And if this was the case, Verizon failed to inform me properly with as I called ahead of time to cut the service in several occasions. At that time, they should process to cut both services and let the phone cut later by Comcast. Since this does not happen, I believe my complete service was cut May 30, 2012 when I have the new service with Comcast. But, later on in June, I contacted Verizon again and still didn't inform me anything, although I told them I am not a Verizon customer anymore.

Every time a customer calls, they immediately open your account and know what's going on. So, come on! They failed to inform me properly and cut my service when I called them and now they expect I pay for their mistakes. Every call is recorded. Please help me and investigate this situation. If you try to listen to all the calls I did, you will see that I did everything possible and I acted correct and honest to stop this situation. Thank you. Verizon is billing me for the time the service was still on while already I had service with Comcast. I believe it’s part of June, July and part of September. According to them, my service was cut off sometime in September. Thank you again for any help you can offer me in this matter.

This is unfair. I had to call back 3 times and at this point, I'm still not sure that they're blocking the texts. I don't have a lot of time to keep looking at my bill, but I do trust that when I make a request, it is carried out. I feel I should get back the money I was charged for the texting that should have been blocked in the first place.

This fee was not disclosed in my first contact with Verizon, and they have no explanation as to why the information was not disclosed. There seems to be very little accountability with these large corporations that seem to make millions assessing fees at a whim. I'm not satisfied with receiving lip service (reading from a script). How can you help?

As I was finalizing my purchase, he said, "I see you have the 3G broadband service. We are having a special today for a 4G device at no charge to you. It is much faster." I said, "Great, faster and no charge." I told him, I go to Palm Springs every weekend and used it in the desert. He also told me that I could get my home phone at $20 per month with no long distance and no roaming charges. That sounded good, so I purchased that also. This is what he didn't tell me: The 4G does not work in very many places, the 4G is $50 a month, not $35 a month as my 3G plan was and there is an installation charge for the home phone and a two month up front charge.

I took the phone to the desert the next weekend and spent hours trying to get it to work. I called Verizon and talked to one of your representatives. He could not get it to work either. We couldn't get 3G device to work either. He gave me his phone number to call him back. He proceeded to call me at least 3 times to tell me they were working on it and not to give up. Remember this is before I even got my first bill.

Then I got my bill and found out that not only was it now $50 instead of $35 a month, and that the sales rep had ordered insurance for not only the broadband but for my cell phone, which I did not order. I also found out that I was charged for two months for the home phone and an installation charge. I called Verizon again and they explained it to me. They gave me a credit of $86.20 for the misunderstanding. I believe Gilbert was the representative's name. He called the night manager at the store where I purchased it and told him I would be coming in to see him and that he felt I deserved some credit. I did go in the next day. The manager met me and promptly turned me over to a female sales rep. I explained to her what happened. She took the device and said, "The 4G is working." I said, "I don't need it to work in Orange County, I need it to work when I am away from home." I told her to go back to my 3G, at least I could get that to work. She explained that I could go back to 3G, but it would now cost me $50 a month, not $35, as they didn't have that program anymore.

I said, "Your person standing right next to you (I pointed to the sales rep) sold me something he didn't explain and something I couldn't use at a higher price than what I was paying. He sold me insurance I didn't ask for. He sold me insurance on my phone that I didn't ask for and now, you are telling me I can't even go back to what I had as "you don't have that program anymore?" I feel that I have been tricked! Cancel the Broadband. I don't want it at all! I told her to go ahead and keep the insurance on the phone itself.

I went back home and decided to call Verizon to reiterate that I wanted the entire broadband cancelled. I left a message with the first rep that was working on it as I didn't want him to go to anymore work as I was cancelling the service. I have talked to 5 people at Verizon on the phone. All of them, with the exception of Kelly, have been not only friendly and helpful and actually made me feel like they really cared.

The first person was I believe, Andrew (I can't find his name), the second person was Gilbert. The third person was Steve (2/13/12) and the fourth person was Keenan (2/27/12), who not only made sure the broadband was cancelled but wrote an e-mail to Janet, the manager of The Village Verizon store, telling her he and his manager strongly advised that I was given credits for the months I was charged for the broadband that I did not use & had asked to be cancelled. He told me since the entire contract was cancelled, I didn't have to return the device which no one had even brought up until then. He told me that if I hadn't heard from Janet, to call back. As of this date, I have not heard from Janet. Since I can't get back in touch with Steven and when I called the store again today was told that Janet was on vacation until 3/14/12.

The last person I talked to was Kelly today 3/6/12. She basically told me "since it was over 14 days and I didn't return the device, I was out of luck. She sounded like she could have been reading from a pre-prepared piece of literature. She has been the only one I have contacted by phone that acted like she couldn't care less.

Since The Village Verizon store is a "Corporate Store" and not a "Franchise Store", I feel that Verizon does have some responsibility for their employees. I have had Verizon for many years and currently have 4 phones on my account. If they do not properly train their employees, they should not allow them to sell to clients without a properly trained manager checking out what they have told the client. I had 16 designers working for me in the past and I always listened to client complaints. If any one of my employees told them something not true, I always made it right.

I have always recommended Verizon to my friends and family and have talked several family members into switching to Verizon. As Kelly said, "It is in the contract that you only have 14 days to return the device" and basically, I should have read the entire contract. She even admitted that she doesn't read the long contracts, shame on me for trusting that my Verizon sales rep was better than that.

Meanwhile, I am still waiting on a refund of $167.00. If you call them, it is a nightmare. You get disconnected if someone does not want to deal with you. Most of the employees I dealt with were rude and you get stuck in their automated system for hours. Worst customer service ever. I tried using their website and surprise, it is not working.

Am I not an important enough customer to have service at all times and be satisfied? All that was done was being lied to and was given the run around. Each time I call, I have to explain the situation over again and it takes time to do that. I really don't enjoy calling that much and telling the same problem over and over, so I would greatly appreciate it if my phone would be fixed and I would be credited for all my days without service and all the time I've had to waste calling.

The in-store agents could not resolve the errors and thought the phone was defective, and gave us a new LG enlighten. This phone had the same two problems; the roaming indicator flashing, and the memory card errors. I had to leave that day for a business trip. Upon my return from the trip, we went to the Verizon store and the in store agent upgraded the firmware on the phone, which resolved the roaming indicator problem, but while in the store, the memory card errors appeared to be resolved. I like LG phones, and did not want to make a rushed decision to change to a different phone model, and the errors seemed to have been resolved, so I confirmed the date I could return the phone without penalty, in case the errors returned. It was stated that the end date to the "worry free" warranty was 2/24. The memory card errors continued to occur sporadically, so I returned to the store on 2/24. During this visit, the in-store agent explained that because he put the memory card from the old phone into the new phone, there were compatibility issues. He said he did not have what he needed to copy the files from that card, and insert the one that come with the phone to see if it resolved the error, and he suggested we go home and do this to see if the problem resolved.

We did as suggested and when we inserted the LG Enlighten memory card, the phone could not read the card. We called the store to let them know we were coming back in to change the phone to a different model, and to please wait for us as it was very close to closing. While on the phone with the store, we were told we could not return the phone, because the date to return was by 2/23, and not the 2/24 we had been told. They said our only option was to call customer service. We called customer service, and the agent said all she could do was send me out a refurbished phone, and I was transferred to technical support. Technical support was unable to resolve the memory card error, and in looking through the notes, said we had 14 days from the the 17th, which is the date we were given a replacement, because the store assumed the original phone was defective. The following day, we went to a different store, to see if the customer service was any better. This store immediately told us there was nothing they could do.

The in-store agent took the memory card out and back in, and said because the error was now not appearing, it was most likely resolved. I asked to speak with a loyalty agent, and this request was accommodated. The loyalty representative said my option to return the phone was null and void on the 17th, when the store decided the first phone was defective and replaced it with a new phone. Everyone I spoke to was unwilling to address the fact the replacement new phone was defective as well, and everyone maintained there was nothing they could do, except have customer service send me a refurbished phone. While in the store, the phone had a SIM error and a registry error. Despite witnessing these errors, we were told there was nothing the store could or would do for us, and they advised we return to the original store. We returned to original store with the registry error still displaying.

Two technicians familiar with the recent days' events went to their store manager, and said the store had to take care of me and make this right. In the end, Verizon did not make this right. The right thing to do would have been to acknowledge that there is something wrong with the LG Enlighten phones, and both phones I was given were defective, and they should have happily replaced this phone with a different model of my choice. Instead, the store maintained there was no exception to their "14 day policy", and they bought the phone back for an amount close (but not exact) to what I paid for, the phone minus the rebate. To purchase a new phone for the special upgrade price, I had to add a new line to my family plan, and offset the price by cancelling the insurance on an older phone on the plan. I have since submitted two online surveys to Verizon, expressing my dissatisfaction, and have not been acknowledged.

When I went overseas for 3 months, I wanted to pay for my bill before I left the country. Verizon would not calculate my bill at that time. I guessed the amount, and paid ahead. When I was able to get internet service, I found out I owed them money. I am assuming that if I didn't pay that $5.00, it would go against my credit record. So here I am, I have to pay for the consequences of Verizon’s rules. They do not follow their own rules. Please let me know if there is anything I can do, or people I can write to.

In addition, I have their internet card. The service has been less than stellar. When the company went 4G, I had to call customer support several times. In fact, I had to call them a couple of times in a day, to get service. When I told them I was moving, they stated I had to pay a termination fee to cover the cost of the MiFi card. I was willing to do that, if it could be used as a "dangle", and purchase other internet service. The MiFi card cannot be used as a "dangle", only if there is a certain kind of internet service. So now I am stuck with a phone that I can't use since it is only good through Verizon in 50 states. American Samoa, I emphasize, American Samoa, which uses American money, has a US zip code, but does not have capabilities for Verizon.