My boyfriend and I visited a local Verizon store to change my current plan into a Family shared plan. I have had excellent service with the company prior to the change. We were told that we could get 1000 mobile to mobile minutes, 1000 shared anytime minutes, and unlimited nights and weekends. Since neither of us have had a shared plan before, we asked a lot of questions.
The main question that we asked was about the mobile to mobile minutes. I was under the understanding going into it that the mobile to mobile only counted for one of our phones (eg. If he called me, only HE would get the minutes counted, NOT BOTH! And vice versa). We both asked this salesperson if that was true and HE TOLD US BOTH YES!!! So that was our understanding, and we both signed up for the plan for $70.00.
Everything was going well with the plan and it was working for us. TWO MONTHS LATER, we got our bill that said we owed them $133.16. I called up customer service from my telephone and fought with him for fifteen minutes. Finally I told him to take out his calculator and add up the minutes. He then refunded me $43.05 and I paid the remainder. I was still left with the understanding that I had about how the minutes were to be counted. Nothing else was said between us.
THE NEXT MONTH I received our bill for $388.42!! On the bill I also saw a PAST DUE BALANCE OF 43.05!! I then decided to go down to the Verizon store and talk to someone in person. The woman that was working behind the counter flat out told us that she didn't understand the bill. We fought with her for over an hour. She was very uninformative, and on top of that, she was TRAINING SOMEONE! After fighting with her for an hour, she told us that she would have to have someone else help us. The man she handed us over to rudely stated that he was TOO BUSY TO DEAL WITH US. I then told them to call me with the result of the bill THAT NIGHT. They said that was fine, and we went home and waited for the call.
I NEVER GOT A CALL! So the very next day we went down there and talked to the same person. While waiting, the woman that helped us the night before (now training TWO PEOPLE) told another man that she did not understand the phone that he had and would have to have someone else help him. We talked to the man who said he was too busy for us before, and got nowhere. We finally spoke to the manager. I showed him the card of the man who gave us our plan. He then said that he just talked to him and he didn't remember telling me that. I told him #1- i am not stupid! #2- he just then saw the card. How did he know the guys name? #3- how does the guy remember us from four months ago? That was not going to work on me. He informed me also that the way I thought our plan worked was not true and both of us got charged for the airtime.
Over an hour later, we still got nowhere and I was getting more and more upset. The MANAGER THEN TOLD ME that he could not help us and we would have to talk to Customer service from our phone.
I called them and got nowhere with them. They told me that the man who "credited my money" told me I only had 1000 minutes. I am now informed correctly of how the plan worked and am left with a $388.42 bill. I called the next day and filed a formal complaint with the Supervisor over the phone (*611) and he was VERY NICE. He said he was appalled with the service I received and gave us a free month of service. But what abount this bill. WHY SHOULD I HAVE TO PAY FOR BEING FALSLY INFORMED?
Seana
Snohomish, Washington
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