Public Mediation

Verizon Wireless-Dispute-#2225685

T. J. vs. Verizon - Headquarters
1 Verizon Way, Basking Ridge, New Jersey, 07920-1025, United States
Amount Involved: $2,150.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 2225685
    • Amount Involved: 2,150.00
    • Filed On: Jan 22, 2013
    • Posted On: Feb 02, 2013
    • Complaint(s):
      • Bad business practices
      • "I just feel ripped off."
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"On Jan 1 2013 I called Verizon Wireless about rectifying a mistake made on my account and a Verizon rep promised me he would submit my claim. (Another person on the account had assumed we, going on to a Share Everything Plan, wanted our MiFi to be included on that plan. That was a mistake; I told them I wanted 2 plans, one still grandfathered in as MiFi Wireless account with Unlimited Data.) I called up to notify Verizon on Jan 1 before the end of the month and informed the rep, a Dustin out of Tennessee at ext. 1468, that I wanted to continue the Unlimited Data Plan and create 2 plans on our account, both billed to the same address. He said he would fill out an internal form called a Retired Price Plan Change Request form and call me back in a few days, maybe a week with the status of that update. Dustin told me that since I filed before the end of our billing month, he was confident that Verizon would re-instate that Plan and bill us for Share Everything as well as Unlimited Data Mobile HotSpot plans, 2 plans billed to the same BTN.

I havent heard from Dustin and have called Verizon yet again, on two long calls today, totalling an hour. They promised to get back to me. I spoke with Sherry at ext. 3557 in SC Call Center and recorded the call of 15:12 mins, before she couldnt hear me and eventually disconnected. And then I called back and started again with an Alica (Ext 6193) at Alpharetta GA) who spent 38:50 min on a call with me and Sherry (who called in and talked to me on my cellphone after Alica had emailed her with my contact phone number.) Sherry assured me that she had submitted the form that Dustin on Jan 1 said he would submit, and Alica assured me that the form had been submitted. Sherry did send me an email, subject of "Test" to give me her email eddress of Sherry.Pepper-Shaw@VerizonWireless.com and she promised to get back when they had a response. This totalled another hour, a 15 min disconnected call to Sherry and a 38 min call to Alica (with Sherry on my incoming line) as well.

The call previous to this to Verizon check on the status of this form had a Verizon rep tell me that I Had never talked to Dustin, that I had talked to a lady on Jan 1st. I explained that I initially talked to a lady and transferred (at 4:00 into the call). She couldnt find record of that.

Verizon is wasting my time with crummy customer service. My damages are:
Inability to use the unlimited Mobile HotSpot for this month: Request $70 credit
4 hours minimum on calls with VErizon reps; Request $400 (I bill at $100/hour)
If my legitimate request is denied, I request $1680 (a two year plan at $70/mo times 24 months.

I think Verizon wants to wear its customers out with long unanswered calls. I doubt their honesty; why hasnt the initial rep gotten back to me?"
...
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Additional Communication Between Claimant and Verizon - Headquarters Hide
  • Jan 31, 2013, Claiming party added:

  • From Verizon website, a physical address to mail complaint to:
    Customer Service

    Verizon Wireless
    Attn: Correspondence Team
    20 Alexander Drive
    Wallingford, CT 06492

What Claimant Wants Hide
1. Compensation: 4 hours of customer service @ $100/hr Feb 06, 2013 $400.00
2. Compensation: Denial of service that rep said would be approved Feb 06, 2013 $1,680.00
3. Compensation: Inability to use Aircard this month Feb 06, 2013 $70.00
4. Other – Pay for claim posting cost Feb 06, 2013 $7.99
Cash total : $2,157.99
  • 0
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Respondent's Counteroffer

There has been no response to this claim from Verizon - Headquarters. This claim will remain posted until resolved
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  • Comment: by Jennifer Sheehy — Online mediator
    • On: 02-06-2013
    View more
  • Unfortunately, this seems to be a common complaint about this particular company and trying to phase out existing customers’ unlimited data plans. Because you have kept such meticulous notes about who you have talked to and the information in the conversations, and still have not gotten a resolution, perhaps escalating it in the company to someone other than the customer service call center may help you in resolving your complaint. Because you alerted them to their mistake with the plans immediately, reinstating your previous plans should be a valid option for you. Maybe writing a letter to the company, at the address above, with all the information of your contact with the customer call center, will help get your complaint in front of someone with more decision making power. Be sure to send the letter certified, so you can be sure of their receipt. If that doesn’t help, there are ways to request investigation and file complaints through the Federal Communications Commission.
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