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I have been an Alltel/Verizon customer for over 13 years. I also worked for Alltel/Verizon for 10 years. Recently, about 5 months ago, my son's iPhone was stolen. We obtained an old slide-out style texting phone from a friend to replace his iPhone because we had recently renewed his contract and he wouldn't be eligible for an upgrade to another smart phone for quite a while.
Fast forward 5 months to today and I just realized we are still being charged for the data package for his texting style phone. That equates to about $150 of services we did not use nor did we have any intention of using with a texting phone. I assumed (incorrectly) that once I switched the phones on the account the data plan would be considered invalid and removed resulting in no longer being charged $30 per month for his line. I had not seen a bill over this time period until recently (I was not in charge of paying this particular bill) and to my surprise we have been charged every month since May for a data plan on a texting phone! Again, that is a total of about $150!
I called Verizon to figure out what we can do about this situation and left the conversation feeling VERY unsatisfied. Basically, I was offered only a one month credit of the data plan charges. I did not expect to receive a full 5 month's worth of credit, but I figured they would be willing to compromise and meet somewhere in the middle...not so! They were adamant they could not accommodate me further. I made it clear to them that we obviously had no intention to keep the data plan for a texting phone and that I was not presented with any option to drop the data plan when I made the switch. I believe Verizon does not go out of their way to ensure there are services you no longer need when you switch devices. I feel they count on customers not realizing this and paying for services they do not want and do not need.
I can't believe after being a long time customer and long time employee Verizon would not be more accommodating. The other two lines on the account are eligible for new contracts and upgrades. I will be seriously considering taking my business to another provider due to Verizon's poor customer service performance on this matter. They are well aware they have taken $150 from me while providing nothing in return and they seem to be perfectly okay with that. That absolutely disgusts me! This forum will not be the only place I post this message. I will make it well known their lack customer service and integrity by posting this message on other forums, blogs, emails to executives at Verizon etc.
I may not get financial satisfaction, but I will certainly get satisfaction through spreading this message!