This is a copy of the letter I emailed to verizon wireless after talking with them on the phone and finding out that they have a complaint dept.
After speaking with them on the phone I got my phone service with a $100 security deposit!
3/15/06
I went into the Plymouth N.H. Store this morning around 11:30 looking to get my wireless phone that I already owned " turned on " That is exactly what I said to the man behind the counter. He immediately acted a bit off and I realized he thought I couldn't handle turning my phone on. I then explained that the phone had not been active for about six months and I wanted to start a new plan. He was with a couple so he gave me an application and " said fill this out and I will be with you as soon as I am done with them." I said " no problem, take your time." I filled it out left it one the counter, went at sat down at the table in the middle of the room, and looked through some plan brochures. At this point my girlfreind came in from the store next door and sat down with me. A few minutes later two more people came in. The couple he was with said they would fill out their forms at home and come back later. He took my application and told the other people he would be right with them. He started my paper work, talked with them a bit and checked them out. Mean while two more people came in. He told me to come over as he wanted to go over the application. I went over to the computer, he told me that they needed a $1,000 deposit. I was shocked a bit. I asked him " what?" He repeated him self, I said " no I heard you, just don't understand." He told me that the credit bureu had returned me as high risk. I then told him " I just got approved for a $150,000 mortgage last week how is that." At this point he started to act like I was wasting his time. He said well " I just go by what I have in front of me." I said " well is there anyway we can look into this." he says "well I can call something or other, " I didn't catch what he said, " but I doubt it will help " " but maybe the ssc # is wrong or something like that." He proceeded to turn on his speaker phone and make a phone call to I belive I heard him say over the phone his name was Mike. It was at this point I learned that the man I was dealing with in person, name was If I remeber correctly Rick. He proceeded to contiue deeling with him on the phone while on speaker with other customers in the store. I found this to be very unprofesional! He was what I would consider insinuating to Mike that I was lower class because of the $1,000 security deposit issue. Mike varified that all the info checked out. He hung up the phone and told me that Trans Union Credit Bureu is the company that had been used. I asked him " what exactly did this cover?" He said " I can't do anything about it." I said " I didn't ask you if you could do anything about it." " I want to know what I am getting for my $1,000 deposit, I already own my phone. I started to explain that I could understand maybe a couple hundred dollar deposit as that was about what a monthly cell bill could be and they could shut it off after that." He agian said " there is nothing I can do, and that if I wanted to call Trans Union Here is the number." I started to explain to him that " I had dealt with Trans Union over the last few months getting some wrongly reported items removed from my credit history and as far as I was concerned they could screw up a free meal ". By this time he had raised his voice and was being very condesending toward me. I also had raised my voice a bit as he was starting to piss me off, by not answering my questions just giving me general responses. I again said " look all I am asking is what exactly does this $ 1,000 cover?" So you are telling me that Verizon gets to hold $1,000 of my money for no apperant reason to use how ever they wish while its in their possesion and they don't even pay me intrest on it?" Not that I was considering paying it but wanted to know the whole story not just its a $1,000 deposit pay it or don't. He then stood up quite abruptly and shoved the application at me and said " I can't help you, you need to call Trans Union " I stood up, picked the application up and said, and I specificly remember calming my self a bit first." You can through this in the garbage because I refuse to give Verizon a $1,000 of my money to hold onto for me for no good reason." I dropped the application on the desk. He said quite loudly " hey I am just the mesenger here." " I can't help you." I said " well I am not giving anyone a grand with out a damn good explanation." he yelled " I am just the mesenger, don't shoot the mesenger." I truned and walked away. He yelled again " don't shoot the mesenger." I kept walking towrd the door with my girlfreind and he again yelled " don't shoot the mesenger ".
I would appreciate a return e-mail with your response and what was done to educate him in customer service. Which by the way I am no stranger to as I own my own business and have since 1992. I feel that my customer service and people skills are very good considering I have more work than I need and have not done any advertising since 1993. I have about 30 people that are regular return customers and I aslo have a comercial plow route in the winter months about 70% of those customers I have been plowing there driveways since 1989.
Harold
Danbury, New Hampshire
U.S.A.
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