In Dec I dropped my personal line (it reached the end of contract) since I had a company provided Verizon cell phone. My wife and son remained under contract with VZ.
In Jan I was called by Verizon seeking to have me reinstate that line. I agreed when they offered a significant discount - I would receive unlimited data on all 3 lines for the $30 we were paying on my wife's line. This was not for just a year, etc., but as long as I kept that plan.
My old RAZR phone was trash - I had not used it in a year. We bought a new phone for my son and I took his old Envy to use on the account. At this point I had a data plan and a discount on the ENVY - very important to note.
In October, after Apple released the Iphone 4s instead of the Iphone 5, I purchased the new RAZR. Apparently I got a bad apple - it happens. It would lock up the touch screen frequently, so I took it back within the return date and went back to the ENVY. Each time there was a changeover I inquired to make sure I could keep the exceptional data plan.
In December I realized the Iphone 5 was long overdue, and purchased an Iphone 4S. I called to discuss the data plan and was told they had dropped it, but would get it back on the line.
My error - I didn't follow up. They never did put it back.
So now I called a week and a half ago and spoke with customer service. They couldn't figure out what happened, but did transfer me to customer loyalty. Here, they seemed to understand my frustration and assured me they could fix the problem. They researched it and figured out that the code used for the discount was dropped when I went BACK to the Envy - it's not a smartphone and not eligible for the credit. DUH - it was eligible for the 9 previous months before the RAZR trial.
So customer loyalty put in the request, said it takes 72 hours to get a response, then they would call me and we could discuss getting back a credit for the past months overpayment.
I'm on a ripoff website, so you guess what happened - no body called. So a week later I called and was transferred to another pleasant customer loyalty person who seemed to understand, but said it would take the first customer loyalty agent to correct it. She would email her, her supervisor, and her own supervisor and I should hear from them by that night or at the least the next morning.
Again, I'm on a ripoff website, so..
No call so I called back the next day. Didn't wait a week - fool me once.
So I get transferred to another customer loyalty rep who tells me the code request was denied, they can put a 9.99 credit on for a year however.
Unacceptable
So I explain that if they can change the terms we are operating on (verbal contracts are contracts after all - and I have evidence in the form of their own billing what the terms were) - so can I - cancel my account but I do want to speak to a supervisor. I am promised a call today, but the supervisors are all in meetings. YEAH - right - born at night, blah, blah, blah.
So I didn't get a call, and when I thought about it tonight, called and asked for a supervisor. Got one, explained the situation. His response - "the answer is the same - No, they will not put an equivalent credit on the account".
I will not be paying the termination charge - my credit is impeccable, I can dispute online with the credit companies, and I don't really need any more credit than I have as a convenience to not carrying cash.
Verizon - if you are listening - this is ridiculous. See ya. I will be dropping the other lines as soon as they are outside their plan, and I will drop my company line and get one from another carrier.
And I will be visiting many websites.
0 comments