Attached is a letter a sent on-line to Verizon Wireless and did not receive a response. However I did receive a response when I physically mailed it. They constantly change their plans and promises. Their customer service is extremely incompetent.
Letter:
I am writing this message to you for a second time and I am not pleased in the least. Today, I wrote a message using the web site contact us form and when I clicked the send button an error appeared stating I used an invalid Last Name. This has happened to me before and I realized the problem was with the apostrophe in my name. No big deal, but I was wrong. The new page that appeared did not keep any of my information that I typed in. The comment section alone was over 50 lines. I have experienced this level of incompetence throughout my 2 years with Verizon wireless.
On to my point. Over the past 2 years I have made monthly phone calls to your Customer Service Department questioning charges from my bill. Early on my service was set-up improperly in your Brookfield CT store, so my charges were astronomical. After 4 months of explanation and credits your Customer Service Department resolved my issue.
Over the past 6 months I have had an unresolved issue concerning roaming charges. I first noticed these charges on my bill back in March and called to question them. I was told it was an error since my calling area Westchester, Putnam, and Fairfield County was completely covered. So, I kept making calls from Fairfield County (Norwalk) assuming that there was no roaming. Not so, these charges appeared on my next bill. Then I was told certain sections of Fairfield County was not covered and I was given bad information. I was given a credit, but this credit finally went through 3 months later. Your Customer Service department told me the credit went through when it did not.
Another issue arose with this month's bill. When I first signed up and again when I renewed my service (what was I thinking), the rep in Brookfield told me that when your bill is printed your minutes go to 0. I was told on more then one occasion that there was no overlapping charges. Today I received a Usage Charge for delayed minutes... Guess what its an overlapping charge.
One more thing, when I turned in my phone last month and received a new one, I was told that the old phone was disabled and would not work. This is not true the old phone still works and if I discarded it and it got into the wrong hands I would have been charged. Once again this level of incompetence came from the Brookfield, CT store.
I wish to get out of my contract with your service. I believe you have not provided me with an adequate level of service. Also the level of misinformation that has been given to me is totally unacceptable. Please forward me the information to end my contract. I expect I will not incur any fees, since your business practices are totally unacceptable.
After speaking to a "higher level" of Customer Service they informed me I could not get out of my contract unless I paid an early termination fee of $250. Needless to say I will wait it out since they have the best coverage. Hopefully, in that time a better option will emerge from the cell phone market.
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