Public Mediation

Lack of Communication about extra charges for Envy 3.

G. C. vs. Verizon - Headquarters
1 Verizon Way, Basking Ridge, New Jersey, 07920-1025, United States
Amount Involved: $500.00
    • 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: 4 non-monetary items.
    • Claim #: 80708
    • Amount Involved: 500.00
    • Filed On: Aug 14, 2010
    • Posted On: Aug 29, 2010
    • Complaint(s):
      • Contract / Agreement
      • Billing / Fees
      • Questionable Business Practices
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Statement of Claim
Complaints Involved (6) - View
Claimant says:
"In april I had my 2 year upgrade for a new phone. I asked for a phone with no extra fees, i.e. data packages. I was given the Cosmos phone which I did not know at the time, but does now have video. Within 30 days I went back to the Verizon store and asked to change out the phone to one with video, but again I said, " no extra fees per month". The manager said the Envy 3 would be perfect. My wife has that phone and I know she doesn't pay extra, so I took his word for it, changed the phone out, signed the paperwork, and left. 1 month later, I received my bill with an extra $9.99 charge on it for a data package. I call *611 and they said they cannot help. I went to 2 verizon stores including the one that I received my phone from and they said that they can do nothing to make it right and I would just have to keep paying the extra money. They knew that I did not know about the application because the whole time I had this phone, while paying for a data package, I did not use the internet or mobile email once. I was receiving texts about setting up mobile email and kept deleting them because I thought that I was going to be charged for it. Because I received my bill outside of 30 days, when I realized that my phone came with a data package, which was not explained to me on the day of purchase, verizon wireless reps and managers basically told me that I am on my own. One lady told me that I would have to purchase a new phone without multimedia or get a used one from verizon. I'm pretty sure after 2 years I would not like to have someones used crappy phone. I really dont' have the money to pay $10 per month extra for something I do not use. I tried to use it recently because I am already paying for it and I can't navigate the web anyway. Please help me get out of the extra $10 or I think Verizon should care enough about their customers to give me a new phone that does not have the data package. Thank you! Gabriel D. Crumley"
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What Claimant Wants Hide
Non-Cash
What By When How Much
1. Monetary items with amounts to be determined: $500.00 will cover phone I bought and months paid for data package and inconvenience with bad customer service. Aug 29, 2010 N/A
2. Replace: Replace Envy 3 with a phone without data package Aug 29, 2010 N/A
3. Change of policy: No data package charges. Aug 29, 2010 N/A
4. Apology: Everything Aug 29, 2010 N/A
Cash
1. Compensation: Phone, data charges, inconvenience, poor customer service Aug 29, 2010 $500.00
Cash total : $500.00
Non-cash: 4 items
  • 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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