Why does Verizon deny pulling a call?

[grymtt]

I would just like to know why the call can't be pulled to see what was actually said. Second of all Verizon knows it was an issue of their own thats why I got 320 or so, which is 75% of the issue.

I since canceled my service with Verizon after about 4 years, I will no longer deal with a company that cheats you out of your own dime.

I understand another call center can't pull another ones call, but there needs to be a point of contact that can pull a Sacramento Centers call. If I wont that call pulled so badly obviously it will side with me.

My issue is that I have had to spend hours on end over I believe 5 different days to even get the 75% taken care of. This is such terrible customer service, I just don't see why I should be treated like this. I will admit their were some agents that seemed to understand, but still failed to fix it. Their were way to many agents that tried flat out lying me about my overages just to get me off the phone. Telling me that I went over in a previous month and that's where my bonus minutes went, when I stated I had my bill pulled up and I used just under my allowance for that month I quickly shut that down.

My biggest concern is again to pulling that call because how is it my fault as a customer that I was misinformed by a Verizon Agent? I stated and confirmed with her back in January 2014 that my credit of 1000 bonus minutes would apply if we lowered my plan so I would go over and use those minutes up while I had them. She expressly confirmed that yes those minutes would apply automatically and there would be no overages associated.

She did not put anything in her notes of our conversation saying that we ever spoke of this.

Her notes stated that we talked about going to the 700 minutes plan and that she informed me that I would have to try to make that work vs the 1400 minutes. That was not what was discussed I have 5 lines who believes that 700 will last? I knew it wouldn't. Again the intention was to use the bonus minutes and save some money for a few months.

After several hours still with Verizon they have yet to pull the call, I was lied to by Jose in Kentucky he stated 24 to 72 hours to pull that cal, when I knew he can't pull another centers call. Of course no response from him 2 weeks later. Zach in Arkansas stated he would follow up with me on Monday which was yesterday once he got that call supposedly pulled. I have been let down by every single person I speak to with Verizon.

As I stated I confirmed with that agent several times that this credit would auto apply, her answer was yes it would. When in fact that wasn't true, which was wrong information. I did find out from the next agent after I received a 700+ bill that the credit expired. Ok on my bills its shows that 1000 bonus minutes, but no expiration date so when she switched my plan she should have verified the credit since I the customer couldn't see a current exp.

Regardless I highly doubt Verizon resolve this anytime soon, so I have canceled all 5 lines.

I hope more and more people realize that if your paying a premium for a service like this you should be treated equally.

At least now my new bills will be 156 vs 230 with Verizon for all 5 lines.

[jroeder]

As per the customer agreement:

"This agreement and the documents it incorporates form the entire agreement between us.  You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement. This agreement isn't for the benefit of any third party except our parent companies, affiliates, subsidiaries, agents, and predecessors and successors in interest.  Except where we've agreed otherwise elsewhere in this agreement, this agreement and any disputes covered by it are governed by federal law and the laws of the state encompassing the area code of your wireless phone number when you accepted this agreement, without regard to the conflicts of laws and rules of that state."

Even if the could pull the call, it does not matter what the representative said the outcome would be the same.

Earlier in the agreement it states:

"If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred. YOU MAY CALL US TO DISPUTE CHARGES ON YOUR BILL OR ANY SERVICE(S) FOR WHICH YOU WERE BILLED, BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT THE CUSTOMER SERVICE ADDRESS ON YOUR BILL, OR SEND US A COMPLETED NOTICE OF DISPUTE FORM (AVAILABLE AT VERIZONWIRELESS.COM), WITHIN THE 180–DAY PERIOD MENTIONED ABOVE. 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."

Assuming you are outside of that 180 day window, you have no rights left to dispute the charges. The customer agreement are the only rules that matter, no mater what a representative says.

It is a pain I know, but that is what you agreed to.

Good Luck with your new provider

[grymtt]

This was just a few months ago so no. That's why I left Verizon and that's why I'm not paying that full amount. The fact of the matter is I did what I was told by an agent with Verizon. I will not do business with a company that can't take care of their mistakes. Why do you think they went above and beyond at 75% which was over 320?

I have been talking to my lawyer, he did mention that we could take it to small claims court. So that might jut be the solution. I just hope more people realize how terrible Verizon really is.

Beyond these issues Verizon is way more expensive then the competition.

[jroeder]

In order to take it to small claims court you must write to them at the customer service address on your bill, or send them a completed notice of dispute form (available at verizonwireless.com), within the 180 day period.

Thankfully you are still within the 180 days

I hope it all works out for you

[#5]

Actually the provisions of Federal and State Laws is primary in disputes or court filings.

Normally you would have to give the company or person ample opportunity to make you whole first before you file a court case. It is not compelling to the customer to actually work with the company if they as the customer feels it would only lead to non resolution. In example you would not file a written dispute with Verizon wireless to use Verizon's own process since you would feel that you can not prevail.

The same holds for arbitration which historically works against the consumer in 90% of the cases. And favors the corporations that want you to use it. However the courts don't work that way.

Verizon's contract provisions also are not 100% binding, such sections in violation of state and federal laws are unenforceable by law. Most contracts state this in them.

The other issues with small claims is the filer doesn't have to send to the legal department of the company, a Verizon corporate store is just as easy to file with. The store will then notify corporate. It is also faster in some places to do so.

The court will not dismiss the case because of not filing in Ct. Or NJ since the company has to have a physical presence in your locality.

I have done this with a car manufacturer via the dealership. Case was a slam dunk win for me. So consumers can prevail.

As a last note, the court will ask if you have tried to settle this first with Verizon? You can say yes via telephone and that is all that is needed. But I like to send certified letters to back up my issue.

Good Luck

[jroeder]

You are the legal guru here on the forums Elector, thanks for the info. It will be more handy next time

[#7]

Ha ha not a guru. I have worked with judges and court clerks for over 34 years. Many said I should have went to law school.

But it never held an interest for me