On 25 February 2011, my contract with AT&T was up and I was looking to switch to a more reliable provider. Verizon was offering the iPhone on their network so like many customers I made the switch. But there were several hoops to jump through. Verizon charged me a $400.00 security deposit which the employee said would be refunded in 90 days.
The first iPhone stopped working withing 2 weeks. I traded it out, the second iPhone worked for 3 more weeks, when I went to get it replaced i was told there were no more 16GB iPhones available. I was told my options were to PAY the DIFFERENCE ($200.00 +taxes) and upgrade to the 32GB device or pay $250.00 and switch over to a droid. Also, now that I was beyond the first 30 days, I was now locked into my contract and unable to cancel service without losing my $400.00 security deposit. I was pissed and felt trapped.
100+ days and another replaced iPhone later, still no refund of the deposit. I contact Verizon and the rep tells me.. "ohh sorry we meant 6 months" So I wait until October of 2011, still no refund. My phone once again stops working. I contact customer service and get the run around about the deposit and getting my device replaced. after 2 days of calling from a landline I finally get a customer service rep to send out the replacement device. This employee tells me that it is Verizon policy to not refund the security deposit for 12 months.
December, my phone fails again. Also the replacement device they sent me was broken. I am frustrated. Still NO credits to the account, no refunds for lack of service... not even an apology. After a week and a half the replacement device that actually works arrives.
February 2012, I contact Verizon and ask when they will be refunding my deposit. The rep says "ohh, we wont review your account until MAY 2012" I am now livid, every time I contact Verizon, their employee's keep giving me the run around.
February 22 2012, I contact Verizon and get hung up on several times. Finally I get someone from "Financial Services" named Michelle on the line. She tells me that she cant cut me a check, but that she will send a form to the "Treasury Department" to cut me a refund for the $400.00 deposit.
March 1 2012, I contact Verizon again trying to find out when they mailed the check since nothing has shown up in my mail box. The customer service rep says "Oh, we have decided to NOT refund your money and there is no reason as to why we are not refunding it." That was from the "Customer Service Manager named PEDRO"
I have done everything Verizons terms of service required to get my security deposit refunded. I have Paid my bill in FULL, on TIME every month. I forked out the extra cash during the FORCED upgrade to the 32GB device when the 16GB was not going to be available for 3 weeks when my device failed under warranty.
Verizon claims to be the best provider for mobile phone service. However their network is constantly down, their data is extremely slow and their customer service is piss poor. Had I known I was going to go through all of these problems I NEVER would have switched over from AT&T's bogged down network. All I want is my money back. I have adhered to the contract I signed, why is Verizon refusing to uphold the terms that WE both agreed to?
My advice, AVOID Verizon at all costs.