Public Mediation

My Claim vs. Verizon (Headquarters) Dispute

K. T. vs. Verizon - Headquarters
1 Verizon Way, Basking Ridge, New Jersey, 07920-1025, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"we have been a customer of Verizon wireless since 2004. Last week we called to inquire about decreasing our bill and upgrading phone lines. Our current bill is $175.00 per month plus the cost of insurance per line that we pay separately. The customer service representative told me the best thing to do was switch plans to the my Verizon plan, 6gb and pay monthly on the new iPhone 6s. She said with switching to this plan we would also get a $25 credit per line/per month lowering our total bill to $167 which would INCLUDE insurance on the phones. The iPhone 6s hadn't been released so she said we could switch our plan and pre order 1 line that day, but my other lines would have to wait until the 25th just call back that morning and make the purchase. TODAY I called to make the purchase and I was informed that the information I was given was wrong... that she did order the phone and change my plan but the bill was going to be around $250 monthly because the $25 per line credit wasn't valid on the plan change she gave me. I cannot afford that increase and would not have done so if I was correctly informed. After spending almost 3-1/2 hours on the phone today they don't want to do anything to correct my problem other than return the phone when it comes today and put me back to the original plan. I feel that when a customer service representative quotes a plan and changes the plan and you contract on a new phone they should honor it.... or do something to rectify the situation. in a 2 year contract this would be a $1,440 increase in charges...unacceptable

the manager that handled my case was Kenneth and his employee number was 5023"
...
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What Claimant Wants Hide
Just make me happy!
Claimant invites Verizon - Headquarters to make a fair offer to resolve this complaint.
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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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