I have a 500 minutes monthly international phone plan through Verizon. Last month, the online site showed that the international phone cycle ended 02/09/10. Since I used up all of my minutes but still had to talk to someone internationally, I decided to make the phone call next day when the new cycle started. Yesterday I found out that the Verizon charged me for the call that was made 02/10/10 as part of the January bill, so I called to correct their error. I talked to John, the customer representative for international phone service at the time, who wasn't very helpful, so I had to talk to his boss. His boss acknowledged the error but demanded me to pay anyway. I asked her to transfer me to a customer service to resolve the issue, but she transferred me to a wrong dept. Then the wrong dept transferred me to another wrong dept.By then I spent about an hour just being on the phone. And finally, the person on the phone told me that she was going to transfer me to a right person whom I didn’t deal with earlier and in order to make sure, she would be on the phone until then. However, she transferred me to the first person, John I spoke to, and she wasn’t on the line either. John repeated exactly the same thing again and transferred me to another supervisor. This different supervisor repeated the exactly the same thing John’s first supervisor said earlier and now she told me that their website was down, therefore she couldn’t check the problem that I was seeing. So I told her that I was looking at their website right now. The supervisor then told me that it was “broken” the other day, which made no sense whatsoever. With absurdity, I asked her if it made the sense that I had to pay for their mistake. She once again demanded for us to pay. At this point, my husband and I spent over one hour of our time, and still didn’t get any solution of their error. I asked her if she could transfer me to her supervisor. She told me that her supervisor would call us most likely sometime next week.
Guys, this is not a fiction. I have all the information of these people I spoke to and their employee numbers too. I also asked them if our conversations were all recorded and they confirmed it.
I thought it would be a simple thing to fix but apparently the Verizon was only interested in collecting money for their error. I fully intend to share this story throughout the sites including the social networks.
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