"My daugher’s phone wasn’t working, therefore, she followed the process and contacted Verizon Wireless’ Customer Service. They tried to troubleshoot the problem, however, it didn’t work. She was then sent another phone. On April 6, 2012, the non working phone was returned to Verizon using their box and label. The package was dropped off at the Fed Ex box, in the lobby’s mail room, which not everyone has access to, at my job site. Two months later, approximately 6/1/12, I was told by Verizon that they never received the equipment. They directed me to contact Fed Ex and even the local post office in Glendale CA. I went as far as calling UPS, as well. I did all that and then contacted Verizon back advising them of what I had done and what Fed Ex, UPS and the USPS had told me. The phone was no where to be found.
My daughter then called, she's on the account, and this was her phone, and they opened an investigation. Since then, I have had to call them because their reps, Cristina, Jacqueline, Travis, just to name a few, promised me that they will call me back for status and they never did. I've had to waste my time following up. In the meantime, Financial Services continued, and continues, to call me for the past amount due, for the phone, in the amount of $459.99. Every time I call them, I have to repeat the entire situation over and over again because the first thing that comes out of their mouth is “you have a past due account of……” “How do you plan on paying this today.” This is so irritating, it makes me sound like I don’t pay my debts.
I've been a loyal customer for years and I also work for a major Corporation that are clients of Verizon and they have a large number of customers, business and personal accounts. I've had the most difficult time in having them remove the charge.
I spoke to a Travis on Saturday, Aug 3, 2012 and he said he was speaking to his Supervisor, yet he refused to even provide me with the Supervisor's first name. I know protocol that companies follow and he should have been able to provide me with the Supervisor's first name. Thereafter, a couple of days after, still not getting anywhere and no resolution with my bill, I called and spoke to a Doran, Financial Services, he then transferred me to a James in Customer Service and Doran didn't even stay on the line. It appears that those two Departments don't communicate very well. In any event, I spoke to James and he couldn't help me. I then asked for a Manager, he then transferred me to another Supervisor named Richard. Richard was no help. We kept going around and around with the fact that they didn't have the phone, of course, I ended up very frustrated. I told him I didn't have the phone either. Then he suggested I open an investigation with FedEx. I told him, "why should the customer be inconvenienced?" "I've already wasted a few months on this," I told him "you open the investigation," "it's not my fault you didn't get the phone". I told him that I've never had any problems with any of my phones that I've returned until this more expensive phone, that's weird!. Sometimes I think it's a tactic they use to charge the Customer.
I then asked to speak to someone higher in the ladder and he was refusing until he said that he was speaking to Randy Edmunds. Randy is supposedly his Manager, but now I have my doubts because Richard wouldn't allow me to speak to him. They said that the best they could offer me was 25% off the charges. That is UNACCEPTABLE!! They are practically calling me a liar and, indirectly, saying that I never returned the phone and that now I have to be the one to resolve THEIR problem. I'm the Customer and a loyal one at that, and they want me to continue wasting my time.
I told them that the only thing I would accept the following:
They can charge me the phone fee, and I would pay it, however, I would terminate all my lines and they would have to send me something in writing indicating that they WOULD NOT charge me early termination fees, per line. They wouldn't accept that. Richard continued to say "you signed a contract and you're liable, etc" I responded, "yes I did and I've been honoring my contract ever since".
At the end of the conversation yesterday, August 7, 2012, still no resolution and my bill still shows a past due amount of $429.99 (this was decreased because my daughter, in GOOD FAITH, paid $30.00.
This is the worst situation I've ever been in with Verizon, and it is unacceptable. I am also sending a complaint to their Corporate Office in IL, which was the address they provided me.
Also, I have blogged about this horrific situation in my internal website to warn all of my coworkers and my employer of this frustrating and unacceptable experience. Mind you, a large number of my co workers, including a business account, is with Verizon.
I am demanding that they adjust my phone bill and remove the remaining $429.99 charges for the equipment that was returned on April 6, 2012. I can’t believe that a Multi Billion dollar company can’t afford to keep their loyal customer happy."