Just wanted to share an experice that I've had recently with Verizon.
Now I've never really had any major problems with them and they've mostly followed their motto being the first time it's my problem, it's there problem but not in this case.
I went on a 5 day cruise to Mexico and made calls on my cell phone during the trip. When I received my cell phone bill approximately 3 weeks later, it stated that I owed them almost $200. Now, my bills never exceed $60 so I didn't understand what was going on. I called Verizon and was told by a representative that I was charged $2.49 a minute while using my cell phone on the cruise ship. Of course I was shocked. I asked the rep where this was listed and he directed me to look online under the international section. I advised him that I made some of those calls in America so why would I look under the international section? He informed me that they have a contract of some sort that with Carnival Cruise Line for using the satelite on the ship and that it was Carnival's responsibility to let their passengers know this.
I then called Carnival who advised that it wasn't them but the cell phone company that is responsible. I then called Verizon back and spoke to the most annyoing person. First, he acted like a normal person should assume they would be charged $2.49 a minute. After apologizing (which was so unbelieveable) he advised there was nothing he could do but then he was so gracious (gag) to let me know that I can pay my bill online or by phone. If I could have reached thru the phone and punched this guy, I would have. I flat out told him that I don't need him to tell me how to pay my bill as I've been with Verizon for many years and now I agree with everyone who says that they suck.
Immediately after disconnecting, I filed an online complaint with the BBB. I advised that I felt that since I was on the America's Choice Plan, any calls that I made on that ship while still in the United States should be included in my plan and, per the back of my bill, any calls made in Mexico should be charged at $. 99 a minute and the total amount I was requesting back was $58.89.
The next day, I called Verizon again as I'm not one to let things rest as these call center reps all have different answers. I asked to speak with a manager who advised me that I should have called to inquire but would give me a $25 credit. I thanked her but this was still not satisfactory.
I received a call from a female at the executive offices of Verizon Wireless who advised that I'd be receiving a letter from them w/in 15 bus days.
I recently received a letter from the BBB that was sent to them by Verizon who surprisingly issued me a credit of $53.94 and charged me the way I thought I should have been charged but as I was over my allowed minutes, some of them made in the US were subject the overage charge of $. 45 a minute.
For those of you who have a problem, file a complaint with the BBB as I've found that you get results from someone a little higher up on food chain, so to speak.
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