On October 27th I placed a phone call to Verizon Wireless regarding some mysterious phone numbers on my long distance plan. These long distance charges were in an area that I was previously told were in my coverage area, starting in June. Back then, I was told by two customer service representatives that upon moving from Southern California to Northern California, I need not worry about long distance charges when placing phone calls in my new area. However, after living in Northern California for a few months, my bill for long distance calls always reflected numbers in Southern California. I simply thought Verizon was only allowing my plan to include my new area and not my old one as well, like I was previously told. Since I make few calls to Southern California, I shrugged it off and decided to accept the misinformation.
Now, this month I have charges on my account for Northern California calls, whereas before, I was not receiving those charges after my move. Furthermore, I noticed a Southern California call on my bill that was supposed to be in my previous coverage area. So, when I called customer service today to explain to me why I have charges in both coverage areas, they could not provide me a clear answer. Again, I talked to two different people and each gave me different answers.
I first spoke to a William and our conversation went from pleasant to extremely annoying within minutes of talking. This man had no idea how to explain to me what was happening on my phone bill and kept contradicting himself throughout our conversation. I expect he became so frustrated with himself that he offered a 100% credit on long distance calls on my current bill, so that he could get off the phone. I simply wanted an answer, what coverage area am I in? And why am I getting charges in both coverage areas before and after my move? He had no answer and decided to retract his offer of credit before hanging up the phone.
I called Verizon back (after seeking advice from a friend on what calling plan to choose to avoid further charges) and spoke to a Tira. I asked her the same questions I had for William and upon receiving another bad explanation, I simply asked her what plan I need so that I can avoid such charges again. She advised me on a new long distance plan which I accepted, however, she would not offer me the refund William had. I think that is horrible customer service and want my full refund that was not only offered to me, but is perfectly legitimate considering the charges were bogus in the first place and unexplainable. This 30 dollar charge will lose Verizon the potential thousands of dollars I'd be paying if I were to keep an account with them.
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