I am writing because I have NEVER been so upset with a company that I pay to provide a service. I have been with Verizon for ten years and have never had a problem with their services. That chang...
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I am writing because I have NEVER been so upset with a company that I pay to provide a service. I have been with Verizon for ten years and have never had a problem with their services. That changes this past month. I am active duty military and deployed. I submitted my orders to place my line on suspend. I am the primary account holder and the only person with the lines on the account. I have a cell phone line which has a finished contract and a paid off phone. I also have an iPad Pro that I am paying for and a contract for that. I placed the phone on suspend. Then while deployed, I received a bill for $640. Obviously it’s for the ipad because I was told after I suspended my account that the tablet line couldn’t be suspended and that I could either cancel that line, and pay for the device. Or I could continue paying for the device and that portion of the line. That latter part was obviously not true because I got charged. When I emailed via Facebook to get information (which blows my mind that I have to use a social media outlet to conduct business, but that's a different story), I verified my information through log in and confirmed about the iPad with Michelle. I was being charged for the remainder of the device since that line is cancelled because deployment suspension does not apply to data lines. Then a couple hours later, I emailed (in the same chat thread and window to Michelle) asking if I could continue making larger payments to get the tablet paid off instead of a lump sum since I had not anticipated paying half a grand for my phone while on deployment. Brandon, another service representative, then assisted me and told me that it would affect my service should I not pay the bill in full all at once. I reminded him that lines are already cancelled or suspended, they’re already charging me for the device. After being a loyal member for 10 years and a service member, it would be a shame to cancel or put penalties on my line while I’m deployed because of misinformation given to me. I choose to stay with Verizon even though my husband is with a different company. If they mess with my lines, there's no reason I can just go to sprint or att since Verizon does not value its customers. Brandon then told me he couldn’t give me specific information on MY account because MY name wasn’t on MY account. Then proceeded to ask which country I am deployed to which I can’t give that information out. He stated it was to give me a number to contact customer service in my specific country but I told him (TWICE) I would pull the phone number off the website and call from the USO when I return to base. When asked, he then proceeded to tell me he couldn’t give me his employee ID, or a supervisors email or phone number, or contact for anyone else at customer service. I am completely appalled that something like this happens. I hear about bad run ins with Verizon ALL THE TIME, yet assure people those are isolated incidents as I have never had problems in ten years with them. In fact, I was trying to get my husband to join in on my line as opposed to his phone plan. If this situation doesn't get resolved, I'm more inclined to take my loyalty elsewhere.