I have been Verizon Wireless customer for over six years. I would still remain if there was no problem wit constant conflicting information given by several agents:
In the afternoon aprox. 7 pm I spoke to agent who told me I had still a lot of minutes left and as she looked at the account she suggested we should change my plan to lower one in minute coverage still I have not been using my full.
I agreed and she said it will take place immediately with no extra fees.
At the end of the month after noticing I was still being charge higher fee, contrary to what promised in the phone conversation, therefore I have called again and spoke to a gentleman aprox. 5 pm in mid April. Who apologized and said he will take care of the issue. He also assured my that iif I ever noticed I am over my limit I can simply switch my plan to back to higher tier and I will

My coverage was changed, however I was not told at this moment I was accruing hidden, undisclosed fees.
I kept keeping track on my minutes everyday loging into my computer at work, since I wanted to make sure I would not encounter any additional fees, as I was promised. However I noticed I crossed the allowed limit, therefore as Glen (the rep suggested in their misrepresentation nr 2) I switched back to a higher plan. I did not know according to Verizon, this will add another hidden fees not mentioned by the previous two employees.

At this time I started looking for another cheaper provider. I called a several times around april 28th, and may 9th spoke to a few representatives; Shana, Ann and couple more at times of 5, 7, 9pm about a possible cancelation and switching to different provider. I was informed by one of the reps the cancelation would be aprox $80 plus the charges I accrued. When I called to cancel I was told by the second rep (Shanna I believe) that I have to pay for my charges and the extra minutes however looks like there will be no early termination fee…I was very excited, and I asked if she is certain, due to the fact I was told by the previous rep that there would be the 80-something early termination fee, for which I was prepared. She said definetly not, it doesn’t apply and she is sure, so I paid all my charges and my overages. After that I called a few days later to double check since I noticed that I was receiving conflicting story from every representative, and again I was informed by Anne (or Anna etc). that everything was taken care of and I was all paid and clear.

A month passed, one morning I noticed a huge unauthorized and unwarned withdraw from my bank account, for over $400.00 which completely messed up my billing cycle and I had to borrow money from other accounts to pay my bills.
I immediately called and requested to speak wit a manager, I was connected to Elizabeth S Harlow, the manager who was assigned to handle my case.
Elizabeth informed me that;
1. Everytime I was switching the plan they were hidden fees and pretty much switching to the cheaper plan made it even ore expensive.
2. That there actually was an unpaid early termination fee which was unpaid when I was making all my final payments.
3. the rest were additional charges averages etc, that I should be aware since those were known to the agents I spoke to.
4.
I explained to Ms. Harlow that if I knew about such high penalty fees for switching the plan I would have never done it. Why would I want to pay $400 if I was aware if it????? I would stay with the 80!!! Let’s look and analyze this –it is not logical!
In regards to the early termination fee I also told her that I was going topay it as the first agent told me there was the fee of $80-something dollars, however the second agent I was making payment with told me there WAS NO fee at this time, therefore how can I know if the second rep is telling me I don’t have to pay it???

The Manager put me on hold for about 20 min as she was researching the case, She returned and said she will have to listen to the phone calls and investigate the issue and wheater she has an approval from the director she will let me know what she can do. The week passed.
I spoke to Ms, Harlow again on Friday, she said they have listened to the phonecalls, and I should have been informed about the cancelation fee, changing plan fee and all the overages accrued during my firs call, but she spoke to their director and they are unable to completely reverse it therefore unfortunately I will have to pay the cancelation fee and some additional fees of total $180. She apologized for the misinformation in the calls she listened to, and said she will reverse the 351.00 if I just pay that 180 today. I was very happy and even though I still believed I did not deserve to pay for their misrepresentations, since I was calling 5 (five) times to make sure I was paid, that my account was clear etc. (being overly cautious) I was happy anybody was going to help me.

After a few weeks instead of a check, I received a notice –good news Verizon wiereless approved you a credit use it ffor your next months bill……

So I had to call again and be transferred again from rep to rep that I do not want a credit since I don’t have an account with them anymore, and I just need a check.

I talked to ms. Neese, who apologized and said she will take care of it.
The check was not coming for a while so I had to call financial services a month later, they said not to worry, everything has been approved by Cutomer Service dept and Financial Services dept and my check is scheduled to come the next month.

The check finally come, with another apologies and said it was final, stating $180 $351.94 credited back $0 owed!!!

About month later I started receiving collecting letters from Verizon Wireless, threatening me twith collection agencies, and that I am extremely past due.

So I had to call again!!!9th time within a last few months over the same issue….I spoke to a very nice rep. (gentleman) he apologized and said had to talk to manager to see what is this about, after about 10 min of hold, he returned and said that it’s a mistake, he apologizes, his manager already took care of it and I it’s all taken care of, he also said (quote) “disregard the letter, it’s a mistake, please disregard it”. I thanked him for help hoping that the confusion and nightmare was already over….

Now a few months later on Aug 9th I got another collection notice again (like all those that should have been taken care of) again threating me that I am significantly past due…

So I call them again…….I speak to rep who transfers me to his manager Jill, who explains that she reversed the decision of the 2 previous managers and the director’s and financial services, and she says that the overages should apply and I owe hem $160.00

I told her the whole long story and said that Elizabeth Harlow, Ms. Neese, Audrea, and some other managers told me it was taken care of, and Elizabeth said she listened to the phonecalls and the charges were not mention they would take place when the reps suggested me to change the plan to cheaper (which actually was more expensive due to hidden peneltiy fees) but they didn’t mention it, as they kept switching me back and forth.

I said Manager Harlow and her director listened to the phonecalls, can you please do it as well to verify the truth, it’s an evidence –Jill said she has no ability to do it because they are already erased. (I do not believe it, and even is they are then she is just taking the side of the rep whithout any verification, just judgment without anny support of evidence?)

So I asked her if she could talk to the other managers who actually did take the time to listen to the phonecalls. She put me on hold for a while, after she returned she said Ms Harlow doesn’t seem to be with a company anymore, so I asked to speak to her director, Jill said she doesn’t have any ability to find her either I would have to heave her extension.

So in short Jill informed me she won’t listen to the phonecalls to research the case, she wont find the other managers that investigated my issue before, or the ones who granted my credit, she said it is final I owe $160.40 and I need to pay it now.

.After all this I went thru and all the lies and different accounts told my different reps, and after all those phonecalls I made, and after being told by other managers I was given credit, and later telling me its final, and dreceiving documentation and check which I already deposited, after all this –Is there any room for any customer service?
Does it mean anything to you to care about a customer who have been with you for so many years, and I was told by your reps, It was taken care of, and your managers from your company rulled in my favor, and your managers from your company and issued me a check, that you are now reversing?


She concluded; “so are you going to pay with credit or debit card?...”

In conclusion although I was lied to multiple times, I was told different things by different reps, I received a few different rulings from different managers, and received a refund in my favor and after the refund I am getting harassing phonecalls to give the refund back….

It is so sad that Verizon Wireless cares about a few dollars so much more than about their customers, and for a few dollars they will put their patrons thru so much unpleasant months of constant harassment which is in no fault of the actual customer but their own lack of communication and uniformed structure between employees.