• Report: #452294

Complaint Review: Verizon Wireless Loyalty Dept

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  • Submitted: Fri, May 15, 2009
  • Updated: Thu, June 18, 2009

  • Reported By:orlando Florida
Verizon Wireless Loyalty Dept
verizonwireless.com Nationwide, Florida U.S.A.

Verizon Wireless Loyalty Dept I was told i could get out of my contract with no early termination fee because price changes affected me.. but Lakanja Jones denied me Florida Nationwide

*Author of original report: BBB complaint response from the manager that talked to me

*Author of original report: I WON!!

*Author of original report: Email Battle Because phone calls aren't working

*Author of original report: Another two Reps more LIES!!

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I called Verizon wireless because of their newest price change

"Picture and Video Messaging Pricing Change
Effective 05/03/09, when you send a picture or video message to multiple recipients, you will be charged once for each recipient. If you already have a messaging bundle, these messages will apply towards your bundle
quota. If you are on a Pay-as-You go plan or exceed your bundle quota, you will be charged $.25 per recipient."

After explaining to the 1st rep James Stankuy he accepted that this change is affecting me adversely. He even noted in my account that this is affecting me adversely and i can get out of my contract without an early termination fee. He was ready to cancel my account i told him that i didn't want to loose my phone number and to please to put me in a month to month basis. I researched it and found out that all he had to do is put a notation saying not to charge me an Early Termination Fee when my phone is transferred.

He later talked to someone and said he had to send me to a different dept and they would take care of that. I told him to make sure to explain my situation because i didn't want to spend another 45 minutes explaining this to the next rep.

Once transferred to Lakanja Jones she started to argue that this change didn't affect me and that she won't wave the Early Termination Fee

i explained to her the new price changes and read her the following

Our Rights to Make Changes

Your service is subject to our business policies, practices and procedures, which we can change without notice. UNLESS OTHERWISE PROHIBITED BY LAW, WE CAN ALSO CHANGE PRICES AND ANY OTHER CONDITIONS IN THIS AGREEMENT AT ANY TIME BY SENDING YOU WRITTEN NOTICE PRIOR TO THE BILLING PERIOD IN WHICH THE CHANGES WOULD GO INTO EFFECT. "IF YOU CHOOSE TO USE YOUR SERVICE AFTER THAT POINT, YOU'RE ACCEPTING THE CHANGES. IF THE CHANGES HAVE A MATERIAL ADVERSE EFFECT ON YOU, HOWEVER, YOU CAN END THE AFFECTED SERVICE, WITHOUT ANY EARLY TERMINATION FEE, JUST BY CALLING US WITHIN 60 DAYS AFTER WE SEND NOTICE OF THE CHANGE."

She said it didnt affect me and i told her the last guy before admitted that it did. i talked to her for another 45 Mins. She Started keep saying it didn't affect me over and over. I even told her that their Universal Service Charge went up. That alone is a reason to let me off.. she once again said it didn't affect me despite this was a separate issue. At this point she became rude and obnoxious and keep arguing with me till the point i couldn't take it anymore. I told her obviously she has made up her mind and no matter what i said she was gonna keep arguing. I asked for a manager and she said there wasn't any available. then she changed her answer and said he had gone home. He had taken a half day. i told her " Are you telling me your manager went home early and all your subs are busy". She was laying so i took her name

Lakanja Jones extension #3131 in the Florida Costumer service dept.

Verizon is in breach of contract and they won't let me out of my contract without an early termination fee

Fernando
orlando, Florida
U.S.A.

This report was posted on Ripoff Report on 05/15/2009 02:50 PM and is a permanent record located here: http://www.ripoffreport.com/r/Verizon-Wireless-Loyalty-Dept/Nationwide-Florida/Verizon-Wireless-Loyalty-Dept-I-was-told-i-could-get-out-of-my-contract-with-no-early-term-452294. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

BBB complaint response from the manager that talked to me

AUTHOR: Fernando - (U.S.A.)

Like i said before I'm glad that verizon recognized their mistake and allowed me to get out of my contract. I'm porting my number out tomorrow friday and will be getting the new iphone.

I would of been a lot happier if it didn't take about 6 or 7 reps and hours on the phone with CSR s giving me every lie in the handbook.

Thanks Verizon and hopefully you get iphones so i will go back to you


On June 15, 2009, the business provided the following information:
Contact Name and Title: Tracy Waldon
Contact Phone:
Contact Email:
June 15, 2009


Better Business Bureau of New Jersey
Attention: Desirea Struck
1700 Whitehorse Hamilton Square Road Suite D-5
Trenton, NJ 08690-3596

Re: BBB Case # 000000- Fernando Sosa

Dear Ms. Struck:

This is in response to the above referenced informal complaint filed on May 51, 2009 and received by Verizon Wireless on May 22, 2009. In his complaint, Mr. Sosa requested to cancel his service due to change in picture messaging charge per recipient. Mr. Sosa has contacted VZW on several occasions and has been given conflicting information. Mr. Sosa is requesting to cancel his service without penalty.

Upon receipt of your letter, I reviewed our records on account number 000000000-00001. I spoke with Mr. Sosa regarding his concerns. ERT advised Mr. Sosa he can cancel his service without penalty. Mr. Sosa will port his numbers out.

Verizon Wireless appreciates the opportunity to respond to Mr. Sosa's concerns. If there are any further questions or concerns, Mr. Sosa may contact me directly at (800) 000-0000.

Sincerely,



Tracy N. Waldon
Executive Relations
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#2 Author of original report

I WON!!

AUTHOR: Fernando - (U.S.A.)

I got a call from Verizon this morning and i was told that if i wanted i could get out of the contract without an early termination fee. Was very apologetic about the mixed information i have gotten from all the othr reps. Even gave me her direct line and extension and told me whenever I'm ready to port my number to give her a call. She even noted in my account not to charge me an EFT.

She was so nice i even questioned myself for wanting to cancel. But that moment was shortly lived as i remembered all the other rude and obnoxious reps i had talked before.

Verizon if you want to keep your customers you have to work on your customer service!!. Get an iphone and abide to your own contract.

Thanks Rip off report!!!!
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#3 Author of original report

Email Battle Because phone calls aren't working

AUTHOR: Fernando - (U.S.A.)

Email from the Verizon Rep

Dear Fernando Sosa,

Hello, my name is Judith. I regret that you are considering cancelling your service. You are a valued customer and we do not wish to loose your business.

Fernando, thank you for taking some time to speak to me. In speaking to you, you stated that you receive our notice to you, regarding your messaging service. Previously, when you sent one picture message to more than one recipient, it counted as one picture (or video) message. Per the letter you received, you will now be charged for picture/video messages delivered to each recipient. I am truly sorry for this inconvenience.

I am sorry that the changes mentioned in the letter you received did not impact the terms of your service agreement. Therefore, there is no compensation ( or waiving cancellation fees) to you, in the event that you decide to cancel your service. Please accept my sincere apology in this matter.

As promised, I am forwarding your concerns to a member of our management team for further review and consideration. While we do not wish to loose your business, please know that for now a cancellation cost will be applied should you decide to cancel your service with us. I hope you can consider maintaining your service with us.

Also, I see that you are now charged $15.00 per line, for a total of $30.00 ($15.00 X 2) per month for the Messaging feature. Since you are paying $30.00 for messaging, I recommend that you go back to the Nationwide Select Family share plan. Your primary line will be charged $90.00 per month, the secondary line will be charged $9.99 per month, per line. You will have access to the following:

Unlimited Text, Picture, Video, and Instant Messaging to anyone on any network in the U.S. (including Puerto Rico) !!!

700 Peak minutes

Unlimited Night and Weekend Minutes

Unlimited Mobile to Mobile Calling

Nationwide coverage with no domestic roaming or long distance charges

If you would like to enjoy the benefits of the recommended plan, please contact us by dialing *611 and pressing [send] from your wireless handset. We shall update your calling plan. You also may change your calling plan online at your own convenience by signing in to "My Verizon", clicking on the "Go" box located in the "My Plan" section at the top of your "My Verizon" home page and choosing "Change to a New Plan. This calling plan change will not require you to extend the term of your Customer Agreement.

To view our available calling plans, you may click on this direct link to our website, where you will be provided with detailed information such as allowance of minutes and applicable roaming and long-distance charges:

www.verizonwireless.com/plans

Finally, in regards to the Federal Universal Service fund, the Federal Government imposes costs on wireless carriers to fund the Federal Universal Service Fund ( FUSF) program. This program promotes universally affordable telecommunications and information services to all Americans, including low-income consumers, eligible schools, libraries, and rural health care providers.

As I mentioned to you, we strive to conduct business with utmost integrity and we would never frequently apply unwarranted charges to your account.

We look forward to continuing as your wireless service provider!

We appreciate your business and thank you for using Verizon Wireless

Sincerely,


Judith

Verizon Wireless

Customer Service

------------ this is my response to her email ---------------------

Hi Thanks for replying to my email. I actually have been trying to figure out how to talk to a rep in writing. I believe every time I talk to a rep their story seems to change as the conversation progresses. As you can see per my previous email I got different stories and different excuses from every rep I talked to.

Now thanks to your email not i only have a voice recording now i have it in writing that these changes are affecting me adversely. I'm very thankful that you are apologetic but apologies aren't gonna work for me at this time. I want out of booth contracts without an early termination fee just as you contract states

Our Rights to Make Changes

Your service is subject to our business policies, practices and procedures, which we can change without notice. UNLESS OTHERWISE PROHIBITED BY LAW, WE CAN ALSO CHANGE PRICES AND ANY OTHER CONDITIONS IN THIS AGREEMENT AT ANY TIME BY SENDING YOU WRITTEN NOTICE PRIOR TO THE BILLING PERIOD IN WHICH THE CHANGES WOULD GO INTO EFFECT. IF YOU CHOOSE TO USE YOUR SERVICE AFTER THAT POINT, YOU'RE ACCEPTING THE CHANGES. IF THE CHANGES HAVE A MATERIAL ADVERSE EFFECT ON YOU, HOWEVER, YOU CAN END THE AFFECTED SERVICE, WITHOUT ANY EARLY TERMINATION FEE, JUST BY CALLING US WITHIN 60 DAYS AFTER WE SEND NOTICE OF THE CHANGE.

Also about the FUSC charge this is the part of the contract that states what i told you over the phone. This is not a TAX, You do have control over this fee. and it increased this month

Charges and Fees We Set

8 You agree to pay all access, usage and other charges and fees we bill you or that the user of your wireless phone accepted, even if you weren't the user of your wireless phone and didn't authorize its use. These include Federal Universal Service, Regulatory and Administrative Charges, and may also include other charges related to our governmental costs. We set these charges. They aren't taxes, aren't required by law, are kept by us in whole or in part, and the amounts and what's included are subject to change. You may have to pay fees to begin service or reconnect suspended service. Usage charges may vary depending on where, when and how you call. You have a Home Rate and Coverage Area and a Local Calling Area (which may be different). When you call from inside a Local Calling Area to somewhere outside of it, or call from anywhere outside a Local Calling Area, there may be toll, regional calling or long distance charges in addition to airtime (we provide or select the long distance service for calls on our network). When you make a call inside your Local Calling Area that uses a local phone company's lines (for example, a call to a typical home phone number), we may charge landline or connection fees. We charge airtime for most calls, including tollfree and operatorassisted calls. Additional features and services such as operator or directory assistance, call dialing, calling card use, Call Forwarding, data calls, automatic call delivery, Voice Mail, Text Messaging and wireless Internet access, may have additional charges. Features such as Call Waiting, Call Forwarding or 3Way Calling involve multiple calls and multiple charges.

I look forward to talk to your manager. hopefully he will be calling me back unlike the two managers that suppose to call me by monday night. since i was told you guys have a policy of call back withtin 72 hours. hopefully your manager will call me back

In the meanwhile I will be filling a FCC and BBB complaint on top of my rip off report i have already filled. I will also send a copy of this email and my previous email to the attorney general in Florida, your VP of costumer Service and all the emails i was able to get a hold of in the internet.

This lack of costumer service and violations of your own contract will not go unheard and i will tell everyone that i know about my situation. At this time is not longer about money it is about principle

Thank you

Ps i apologize if i sounded mean or anything in this email. This is not personal and i know you are doing your job and to make a note you were very nice and helpful over the phone.
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#4 Author of original report

Another two Reps more LIES!!

AUTHOR: Fernando - (U.S.A.)

I called again on Friday the 15th

I talked to Markia rep #2656 I asked her to read to me the last notation from rep James Stankuy had posted in my account..

She read to me " The Customer wants to get out of his contract because the new "Price Changes on our Picture and video Messaging". These Changes are affecting him adversely and he should be able to get out of his contract."

After She was done i thank her and told her i had just recorded her on my phone. Little voice command thing my cell phone has :).

I then told her that one of your reps admitted that these changes are affecting me adversely and quoted their own contract.. She went and talked to her manager and she came back.. she said she knows it's affecting me adversely but is not gonna wave the fee. I asked to talk to her manager.. her manager was even worse.. once i explain to him my situation and quoted the contract. he said he didnt have a copy of the contract. he then said he didn't have a copy of the contract so i told him to go to his web page is at he bottom under customer agreement. He later said he didn't have access to their own Verizon wireless website. Finally he said even if he wanted he didn't have the power to wave my fee. So he transfer me back to Customer Loyalty dept

I talked to Judy # 6500 then she started a brand new lie. she said that the notice on my bill wasn't a new change. This was the original pricing and it was just a reminder. I told her to read the tittle "Picture and Video Messaging Pricing Change Effective 05/03/09" why does it say PRICING CHANGE and Effective 05/03/09. She then went back to saying that is the way it has always been!!


Picture and Video Messaging Pricing Change Effective 05/03/09, when you send a picture or video message to multiple recipients, you will be charged once for each recipient. If you already have a messaging bundle, these messages will apply towards your bundle quota. If you are on a Pay-as-You go plan or exceed your bundle quota, you will be charged $.25 per recipient.

Then i told her my Federal Universal service had gone up this month... she said it was a tax and it didn't affect me either. despite the fact that this is not a TAX that they are required to pass to the consumer.. it's a tax that they have to pay but they choose to pass it on to the consumer. go to the FCC website

http://www.fcc.gov/cgb/phonebills/samplePhonebill.html#Carrier%20Universal%20Service%20Charge:

After a long time i asked to talk to her manager.. once again they didn't have a manager in the loyalty dept. I'm starting to think this dept has no managers or supervisors. Has anyone talk to this mysterious people?
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