I am beyond frustrated with Verizon at this point. I've been a loyal customer since around 2002 and for most of that time had nothing but glowing things to say about my service. Now, however, I have absolutely nothing good to say about my service. I have lived in the same home since 2008 (when I paid $60 a month for cell service) and in the last three years I have experience a steady decline in service to the point of near non-existence. I live in Derry, NH, in the 03038 zip code area and these days my husband and I pay nearly $200 a month for service that constantly fails. Dropped calls and failed texts are no longer aberrations, but have become the norm. Slowly but surely I went from being able to have crystal clear calls in my home, to sometimes having dropped calls, to no longer being able to use my phone indoors, to no longer being able to use the phone outdoors either. I'm beyond frustrated and it kills me to make a $180 - $200 payment each month for this. Not only does my phone not work at home, but it no longer works at my office in downtown Boston or the bus station. These are the three places I spend my weekdays!
In December my husband and I had decided we had enough and were going to leave Verizon. We were sweet-talked into joining the Edge plan with the promise that 4G LTE and new iphones would likely solve our connectivity/service issues. Verizon sent me an iphone 6 that had a massive hardware failure - the screen would turn red and the unit would reboot repeatedly. I tried everything to get it to work and while I was successful for a time, it would crash again within a week. After consulting Verizon (in person at a store - can't get a live person on the phone to save my life unless it's about a bill), they directed me to visit the Apple store to have the device replaced. I spent three hours at an Apple store to do that and now have a functional phone - but still no reliable service from Verizon!
On top of this, Verizon claimed I never turned in my old iphone 5 as directed to join the Edge program. The thing is that I DID return the phone! I even used the shipping label that THEY PROVIDED to return the unit to them! I've shared the tracking number at least three times and each time I've been assured that I will not be charged for non-return of equipment. And yet, each month there are more messages saying it hasn't been received and this month a $300+ fee was attached to my bill for not returning the equipment. I am a full-time working professional with two children at home and I've spent three evenings and one afternoon exclusively dealing with Verizon instead of spending time with my children. I finally handed things off to my husband - an attorney - to handle. Even he has been given the run-around. I really regret starting a new contract with this company. I am beyond fed up with the poor service, the lack of customer support, the lackadaisical attitude of store employees, and the constant shifting of responsibility for their errors onto my shoulders. Every month my conversation ends with a representative saying "please check your statement next month and let us know if this charge appears." Why is this my problem? This should be their problem.! Done. Done. Done.
I've called Verizon in the past and spent time talking about the service in my area. The woman I spoke with recommended resetting my network settings. Do I need to do that every day? How about you repair the service in my area? How about not having customers jump through hoops and pay through the nose for poor service when it used to work just fine at a fraction of the cost before 3G, 4G, and LTE. Unbelieveable.
Also, if you actually read my complaint above, which I'm doubting now, you'd see that yes, I thought Edge was a good option for us. The phone you sent me malfunctioned and was replaced by Apple. The phone isn't the issue - the service is!
Lastly, my husband had a conversation with Verizon 15-16 days ago and was told that the non-return fee would be removed from our account in 10 days. Here I am today receiving messages saying the phone hasn't been returned. I have literally had this conversation with Verizon every month since January. YOU RECEIVED THE PHONE. The tracking number confirms this. Our last five communications with Verizon confirm this. REMOVE THE NEARLY $300 FEE FROM MY ACCOUNT OR I WILL RESORT TO LEGAL ACTION.
Oh, and I've followed you on Twitter. I've tried to use your twitter service for assistance. Your associate got back to me 24 hours later. Seriously. Should I be waiting on my twitter account with bated breath for 24 hours to receive a response? Exceptionally poor customer service.
You make a good point. I should have mentioned that in our prior conversations it was determined the device was not damaged - the code on our account was issued because somehow it was incorrectly marked "not received" even though it had been received. We were told by Verizon this was a "paperwork" issue that would be resolved in 10 days. That was two weeks ago.
ohhh...I am not sure then. Keep fighting.
Have you tried this:
"HOW AND WHEN CAN I DISPUTE CHARGES?
Si eres cliente del Servicio Pospago, puedes impugnar tu factura en el plazo de 180 días después de recibirla, pero a menos que la ley establezca lo contrario o que impugnes cargos por la pérdida o robo de tu dispositivo móvil, tienes que pagar todos los cargos hasta que se resuelva la impugnación. Si eres cliente del Servicio Prepagado, puedes impugnar un cargo durante los 180 días posteriores a la fecha en la que se incurrió el cargo disputado. PUEDES LLAMARNOS PARA IMPUGNAR CARGOS EN TU FACTURA O QUE SE TE COBREN EN CONCEPTO DE SERVICIOS DE CUALQUIER TIPO, PERO SI DESEAS PRESERVAR TU DERECHO A PRESENTAR UN ARBITRAJE O RECLAMACIONES ANTE UN TRIBUNAL DE MENOR CUANTÍA EN RELACIÓN CON TAL IMPUGNACIÓN, DEBERÁS COMUNICARTE CON NUESTRO SERVICIO AL CLIENTE ESCRIBIENDO A LA DIRECCIÓN QUE APARECE EN TU FACTURA O ENVIARNOS UN FORMULARIO DE NOTIFICACIÓN DE DISPUTAS CON TODOS LOS DATOS (DISPONIBLE EN VERIZONWIRELESS.COM), DURANTE EL PERÍODO DE 180 DÍAS ANTERIORMENTE MENCIONADO. IF YOU DO NOT NOTIFY US IN WRITING OF SUCH DISPUTE WITHIN THE 180-DAY PERIOD, YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL OR SUCH SERVICE(S) AND TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING ANY SUCH DISPUTE."
Thanks for your suggestion. My husband is a lawyer so we are mulling over legal action. We spent two hours on the phone with Verizon about this issue last night and were assured it was resolved. I logged into my account this morning and the charge is STILL there along with a notice that we're past due and must pay immediately. I am ready to report this company to the BBB and file suit.