My experience begins with a simple notice that I received on my Verizon Wireless bill. The notice is clearly informing me that Beginning July 1st the Regulatory Charge may (and did!) change. I then went to check on the Verizon Wireless terms and conditions (Verizon changes this frequently, the contract was dated 05/01 when I canceled, at the time of this writing it was dated 07/07). According to the agreement from Verizon Wireless if there is a change to my plan (Plans consist of multiple types of charges like theRegulatory Charge) and that change has a material adverse effect; I have 60 days of receiving the notice to cancel my service with no early termination fee.
Material Adverse: According to the definitions "Material" would mean something of importance, and adverse defines as something unfavorable. So the notice has informed me that the regulatory charge may (and did!) change from $. 13 to $. 16, when you do the math that's an increase of almost 26%. To me an increase of almost 26% is a very important, and unfavorable effect on me.
On 07/10 I preceeded to talk with my first Verizon Wireless rep who I unfortunately did not catch the name as I figured there was nothing to argue. At first everything was polite, I informed the rep that I would like to cancel my Verizon Wireless service when asked why I simply stated that I do no agree with the increased charges to my plan and that I would like to cancel with no early termination fee. The rep indicated that he was happy to assist me with my request. After many minutes of hold music I was informed that the regulatory charge was a tax and therefore does not apply as a charge set by Verizon Wireless. Well after examining the agreement I found that the regulatory charge is not a tax. I informed the rep that the agreement states that the charge is not a tax, then the Verizon rep informed me that it is not their policy to refund the charge (So Verizon's policy is to ignore their agreement?). I asked to speak with a supervisor and of course more wonderful hold music, actually now they don't even give you the pleasure of hold music, they blast commercials in your ears. After knowing all the newest products and services Verizon has available Mark comes on the phone, and for the sake of time my talks with Mark the supervisor and Troy (Marks supervisor) I got the same runaround about how this charge is a tax, and how it's against their policy to refund the charge.
The Better Business Bureau was next on my list where I was quickly helped and my notice was sent to the executive office where I received an email from Sonja Wel* who said "It is imperative that you and I discuss your complaint and reach a resolution." and "I am eager to speak with you and I would like for you to contact me directly at 1-800-760-46* ext. 563* between the hours of 7:30 A.M. And 4:30 P.M. EST, Monday through Friday.". I don't know about you but between the hours of 7:30 am and 4:30pm M-F I am at work, so really the only time that I can discuss the matter Sonja is so eager to resolve for me is at my lunch break which varies from 11:30 am - 1:00 pm. Needless to say I never talked with Sonja because she was never at her desk when I called between the hours indicated in her email. Next up was Sonja's supervisor LaDonna Orope* who was never at her desk when I called between the hours indicated in the email either. Not until 7/29 when I talked to the receptionist who caught LaDonna as she was leaving was I able to talk to someone about the BBB matter (What's funny is LaDonna sent me an email thanking me for discussing the matter with her and attached her response to the BBB before she even talked with me, does that yell "We don't care about our customers"?). Basically the same arguments were said and again it appears as though Verizon Wireless is not going to honor their agreement.
Now this is where it is, telling as many people about my experience with Verizon Wireless as I can. It may not get me my termination fees refunded, but at least I can share how Verizon Wireless treats their long term customers.
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