Following is my correspondance with Verizon Wireless...
Original Message
From: (Personal Information Removed)
Sent: Sun Mar 11 00:48: 39 EST 2012
To: vzwkanaCustServiceNYNJ@GL. Verizonwireless.com
Cc:
I had a texting allowance of 250 texts for $5.00. I thought I needed more texts and called in to up my plan around Jan. 10.By Jan 20, I realized I did not need the upgrade and called in to cancel & revert back to my old plan. I thought I had adjusted my plan properly.
My Feb. Bill arrived & the problem still remained so I called in again & once again thought I had taken care of it. My March bill arrived & still showed the added charges and upgrade. This time when I called in the agent did a thorough job of answering my question & explained to me that the Channel approval team denied the request & once I make an upgrade I cannot go back to an old plan. I WAS NEVER TOLD THIS WHEN I UPGRADED!!!
No one ever informed me of this policy and no attempt was made to contact me by email or snail mail to inform me of this denial & why. I dont feel this is a fair practice to the consumer and if phone calls are recorded, Im sure you can find my call to upgrade & verify that I was not informed that I couldnt downgrade once an up grade was made.
I have been a Verizon customer for many years & am very disappointed in your not informing the consumer when making a change. I will be looking for another cell phone provider if I cannot get this problem resolved.
Thank you for your consideration in this matter.
Joanna Giannotti
Subject: Bill Charges
From: VZW WFM NE IRT
To: (Personal Information Removed)
Sent: Tue, March 13 8:37: 24 AM
Subject: RE: Bill Charges (WFM88872548)
Good Morning Ms. Giannotti,
Thank you for contacting Verizon Wireless through our website. My name is Donald, and I would like to apologize for the delay in responding to your inquiry. I am sorry to hear you were never advised that once you changed your messaging feature, you would be unable to revert back to it if wanting. I know how important this information is when making a change such as this and I can definitely understand your concerns. I will be happy to review this information with you.
Ms. Giannotti, first, I would like to apologize for the delay in responding to your inquiry. Verizon Wireless is experiencing higher than normal email volume at this time and we are working diligently to reply to each email in a timely manner.
After reviewing your account, I see you have already spoken with a customer service representative on 03/12. It appears the concerns in your e-mail have been addressed and resolved.
If you need further assistance, please reply to this e-mail and we will be happy to assist you.
I also wanted to take a moment to thank you. You have been a loyal customer since and that longevity is appreciated. I hope we remain your favorite cellular provider for many years to come.
Ms. Giannotti, you are a valued customer, and we appreciate your business. Should you have additional questions or concerns, please reply to this e-mail. If you would like to speak with a representative, our Customer Service is open from 6:00 A.M. To 11:00 P.M. Monday through Friday (EST) and can be reached at 1-800-922-0204. You may also contact me direct at 910-794-6221, Ext. 2151. My hours are Monday through Friday, 7:30 AM to 4:30 PM.
Donald
Internet Response Team Coordinator
Wilmington, North Carolina
Forwarded Message
From: Joanna Giannotti (Personal Information Removed)
To: VZW WFM NE IRT
Sent: Tue, March 13 9:35: 20 AM
Subject: Re: Bill Charges (WFM88872548)
Dear Donald,
Thank you for your reply. No my problem has not been resolved. The rep I spoke with on 3/12 was diligent in doing his best to help me however he had no power to revert my account back & further more I am told that option no longer exists at Verizon so I cannot have my former texting package back and the channeling team denied my request.
I am very disappointed that this so called channeling team, the powers that be, have the power to control my contract and yet I have no option to speak to them, call them or know who they are. These people must feel like God. They have much power & control over my life and I have no recourse. Not a very friendly customer service practice, I would say.
All I want is my former texting package back. I know $5. Per month more may not seem like much to some people but to me it's a huge amount. I simply can't believe the control that's put over me. If my former package is no longer available then I feel I should get a permanent reduction of $5. Per month on my bill since the problem is not my fault and most importantly, I was never informed of this practice by Verizon.
I believe going forward that Verizon should coach their reps to begin, interject in the middle & end any and all conversations they have with customers with a warning about Verizon's practices of locking one into a new contract without customers knowledge!
Thank You,
Joanna Giannotti
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