Don't know who to talk to now so this will be long...... sorry:
So, in January I went to the Verizon store to either have them fix my Galaxy Mini 4 or maybe upgrade my edge for a new phone. So after looking everything over, I had decided I'd get either a Note 4 or the S5.
The sales kid came over and we discussed many options. Told me that I could indeed upgrade my edge and so I opted for the Note 4. He then told me about the 'special promotion' that was going on and that I could get a 'free' tablet along with a year of Netflix.
I kept asking him 'Are you sure about the tablet? I don't see anything written down about it' and again he assured me ... 'Oh yes, we have special promotions all the time'
Ok, so I agreed to the 'free' tablet and Netflix. I asked how much it would change my bill... he told me about $10 more because I would be getting a credit each month of $25.
So then I asked, how much would I have to put down on this to walk out with these items... he says 'nothing, you are a customer in good standings' Hmmm, ok... So, I decide that I'm going to put $75 on my account anyway... Asked how much the total would be and he gave me a price of about $175 and some change.
He asked me if I wanted him to email me my reciepts and I told him yes and he confirmed my email.
So, after an hour, I walk out of there with:
1. New Note 4
2. 'Free' Tablet
3. Case for Note 4
4. Case for 'Free' tablet
5. Screen protectors for 'Free' Tablet.
The next day... the 'Free' Tablet wouldn't turn on. I had charged it all night..with the charger that was given to me... so I went back to the store and told them what was happening and they couldn't find my stuff. They asked if I had my reciepts and I told them no I hadn't yet gotten them from the kid that helped me. She looked further and said 'well your email isn't on your account that's why'.. Ummm no.. it was because the kid confirmed it before I left.
Anyway she finally found the purchase and tried to tell me that I had the wrong charger..told her... no..it came in the box.. End result, the tablet was bad, so they replaced it.
Fast forward to my bill........
Almost $600.00!!!!!!!!! So I call
No one can find my $75 payment. BUT it's taken out of my bank. So I'm told that they would go and look for that payment and call me back. AND I wanted to know why I had been charged almost $250 for 'equipment' purchase. Well, come to find out... there was no 'special promotion' and I was charged for the 'Free' Tablet. So, the rep told me she would look into this and call back.
I was too nice... I waited a week.....So again I tell the whole story and what this lady finds out is that I'm being charged for items that i never bought or have AND that the 'Free' Tablet was charged to my account at $80.00. AND that my $75 was applied to all the 'extras' I bought that day!!!!
Now I told them I didn't need a **bleep** tablet... I have a perfectly good one at home, so why would I buy a new one? He said and assured time & time again that it was free.....
Now I'm livid... she did call the store to find out what their take of it was, the kid that helped me wasn't in but he & the manager of that evening would be in the next day and the store manager was opening up an investigation on it. Again... I'm assured a phone call the next day.... hmmmm.... 4 days later, I've got nothing!
No one from the store has called me to ask me anything, the lady that promised to call me back to check to see if they had called me hasn't called me back nor has she answered any emails that I had sent to her as she had requested.
Is this the new way that Verizon treats their customers?? I can't afford to pay my bill now because they're saying that I owe over $400.
I have no more places to turn to on this ordeal... so if anyone has read this whole thing... THANK YOU.... Does anyone have anyone's name or phone number so that I can try to get this rectified?
I'm so done...
I would go crazy if this was me. You may find this interesting from the customer agreement (to see full agreement go here:Customer Agreement | Verizon Wireless😞
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."
This may help you also: Arbitration and Mediation FAQs | Verizon Wireless
You can dispute any charges by doing an Arbitration or Mediation. I have never done it, so I can not help much there but this all may get you started.
Let me know if any of this works! Good Luck! Please keep me updated. I really hope they help you.
Thank you for this information.
I'm just so tired of being lied to by people at this company.
I will get this sent off right away.
My story with Verizon has different details but the same frustration. My ordeal started in October and we cannot
get it resolved. I have called corporate twice. There are so many people involved in trying to work out a problem they
created they aren't even saying the same thing amongst themselves. What I have discovered the hard way is they really don't care about their customers. We have been more then happy with the service itself but the customer service as I said on a post earlier, a nightmare. I wish I had advice as what you should do next but honestly I am asking myself the same question. I am a victim to their incompetence and lack of concern to respond and take action. I fear that is where you are also.
Don't get your hopes up! We have been in arbitration for months. I refuse to pay charges that are a result of their glitch when porting our lines over from another carrier. Were to be on one family plan, ended up on three. Charges are not our responsibility, not what we signed up for. Have disputed entire situation since it happened in October, still no resolution. Just got a text about calling them by end of day to pay bill or service will be turned off. We don't owe them a penny. They actually owe us money. A big mess! Like I said, don't get your hopes up. You have been lied to up to this point, I fear you will continue to be lied to. You can get on Facebook Verizon and post a negative review. All Verizon customers who are signed up on Verizon will see it. They will contact you through private message for account information. This didn't help me but may for you. Another idea is call corporate office. The number is (212)395-1000. Good luck.
Friends... lets be clever enough... Verizon has more than 100 million lines in the States, stuff like this can happen randomly and unfortunately you were one of the bad numbers. Still is the best carrier and has the best coverage in most places. What to do? Switch to Prepay. In Prepay, Verizon Wireless cannot take anything from you...