We started with Verison in May of 04. We had a family share plan. We also paid 3.99 per line for there insurance with asouron.in August one of our phones got damaged. We went to Verizon branch in Carlsbad Ca, They gave us the claim form. We submitted our claim. We paid our $50.00 Deductable. We got the same phone replaced.
On the October Bill We were charged a equipment charge of $220.00. Shipping and taxes for the phone for a total amount 250. We called verizon and they stated there would be a credit on the next months bill. The next month there is no correction. We called back and they state they needed to review our account.
My Husband was due to deploy.in October He submitted his orders to have the phones on hold until his return. "military clause" verizon suppose to honor. They put our phone on hold and our account was in review for these charges. This could take up to 45 days.
I called verizon back in Decemebr to check status. I explained that I was His wife, He was currently Deployed. I wanted to satus on the charges that were on the account. We were waiting for a credit adjustment.
I was told the account was in write off status. I stated to the rep this is incorrect, she told me that my husband was dead and there was no third party person listed on the account. I asked her to confirm the account #. She asked is your husband deployed. I replyed yes he is. Her reply was "The account holder was deceased during Deployment". I told you have the wrong information. She hung up on me.
I called back and yes I was told that again, This rep stated that they could not give me no more information. I told the rep I have a power attorney and you have to give me the status on the account. The rep told me to fax my power attorney to them,
I walked into the Carlsbad Brach and gave it to them to fax. They gave me the Recovery dept phone number. They tried to look up the account and in a little over a month he is out of the system.
I went home called the Recovery Dept. The rude Rep stated that there was an Early term fee for each line applied. I said that is not a legal charge, he stated yes it is. I stated to him you have orders for my husband. They said that they would request those fees to be waived.
I called back again requested the Vp. That was a challange to get the information, Nobody knows that number or email. I was able to get a hold of a address. For anyone who does not have that number here it it. This is the Excecutive office they are in Folsom Ca, 866-673-9561
I wrote a letter they called me back. I spoke with one of them and they reviewed my account, needless to say they were no help at all either. But of course wanted to appolgize for there reps, but still stated that they would not say anything like that.
Speaking with them, I was told that they would reverse the dings on the credit, called and spoke with the collection dept, they said they can not it is agaist the law for them to correct this. Everytime I speak with them it is another story and another rep. All they ever can do is say I wish the case was different.
I must say they were able to tell me that the claim for the phone to be replaced went to verizon. There was no insurance claim put it. The charges for the phone was legite to them, and who knows where the $50.00 deductable went. I have to pay those charges in order for them to take the early term fees off. And yes they are reporting this on our credit.
I am sad to say " I feel for the Military that have had fallen ones, that these charges of "EARLY TERMINATION FEES" Would be applied on ones account. They work so hard to protect our freedom, and these rude reps drive home in peace every day. The hassle that one would have to deal with. GOD BLESS OUR TROOPS!!!
Heads up!!! There reps are rude.
Trish
Oceanside, California
U.S.A.
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