In July I went to a Verizon Wireless Store in Terra Vista Town Center on 10740 Foothill Blvd, Rancho Cucamonga, CA to inquire into mobile hotspot services. I bought the highest data plan available for approximately $61 per month on a two year contract. I purchased this plan because I was told by Verizon sales rep this would give me the most data for both internet browsing and video capabilities. This turned out not to be true. The internet browsing was slow. Watching videos was impossible as it took too long to download.
To add insult to injury, less than 1 year after I bought my plan, Verizon offered the 4G wireless mobile hot spot service for $10 less per month than what I paid for the useless 3G service. I was not made aware of this upgrade at the time of purchase or even when it became available.in the mean time, I continued to pay the high price for a very limited use device/service.
I called around November 10th, and spoke to an operator who informed me I could suspend the device to stop incurring the monthly fee. She told me to call the next day to file a resolution/trouble ticket. I suspended the device.
Around November 11th, I called to inquire about terminating my service and waiving the early termination fee. I was put through first to Louis operator number 582519 who guided me through a long-winded test of my device which still did not resolve the problem. Louis told me he was not going to waive my termination fee. If the device was defective, I could get a new one. I was then transferred to Lisa, a supervisor, who again guided me through another long winded test of my speed. After another 45 minutes or so, the test was terminated because the devices speed was extremely slow. Lisa informed me she would file a resolution ticket to determine if theres a problem with my area. If there was, I would be able to terminate without paying the termination fee. As a requirement for this test, my device was un-suspended. I incurred another monthly fee as a result of this.
After this I went back in and suspended my device.
After waiting nearly a month without a response from Verizon, I called on December 7th to follow up on the status of my resolution ticket, I was finally transferred to Jeremy, another supervisor, who told me a resolution ticket was never filed even though he saw that Lisa has documented what she did with my device. Jeremy informed me the 3G device was never meant to be used for watching video because it was very slow. Jeremy then proceeded to again un-suspended my device and wanted me to go through the same routine I did with Lisa in order to file another resolution ticket. At that time, I did not have the device with me, I told Jeremy I will not go through this intolerable test again as it was time consuming. Jeremy then told
me, the information gathered by Lisa was nearly one month ago and he needs to access the problem again in order to file another resolution ticket. He told me I was wrong to insist he filed a resolution ticket without making me go through all the tests.
I wrote to corporate office in New York. On December 23rd, Jennifer Chen, a staff from the executive office in Irvine, CA, called me and told me basically to do as customer service told me to do, namely, go through another test again before they would file a trouble ticket which will only put me under further investigation of the hotspot capability in my area. Not a promise to waive the termination fee.in addition she completely ignore my request for the $973 refund for the service charges I paid for the service that did not live up to their promise.
I'm outraged by this deceptive, predatory, and appalling treatment of me as a customer. First they misrepresented the product to get me sign on to the most expensive plan knowing full well it was not capable of this. Second, when I tried to terminate, they engaged in manipulative tactics to make it intolerable to do so.
I would like a refund of approximately $973 for the service fees I paid into the plan and be able to terminate my plan immediately without paying the $100 termination fee and without going through another test of the problem.
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