• Report: #123029

Complaint Review: Verizon Wireless

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  • Submitted: Wed, December 15, 2004
  • Updated: Wed, May 04, 2005

  • Reported By:Lawrenceburg Indiana
Verizon Wireless
verizonwireless.com Bedminster, New Jersey U.S.A.

Verizon Wireless Watch your Verizon Wireless bill for over billing rip off Bedminster New Jersey

*UPDATE Employee: First Call Resolution response

*UPDATE Employee: First Call Resolution response

*UPDATE Employee: First Call Resolution response

*UPDATE Employee: First Call Resolution response

*UPDATE Employee: To ALL wireless customers

*UPDATE Employee: First Call Resolution

*Consumer Suggestion: I agree with Angela....you are wrong Paul - The type of response you gave is EXACTLY what people complain about for ANY wireless company's customer service.

*Consumer Comment: Verizon's Customer Service your job is to help the customer not yell at them!

*UPDATE Employee: Are you stupid Deb? nothing in the contract about the termination fee being waived because you are unhappy

*Consumer Comment: Billing Overages have a bill for $495 on a plan that is only $49.99 a month.

*Consumer Comment: happy with verizon

*Consumer Comment: Verizon charging practices are inflated - illegal

*Consumer Comment: Verizon charging practices are inflated - illegal

*Consumer Comment: Verizon charging practices are inflated - illegal

*Consumer Comment: Verizon charging practices are inflated - illegal

*UPDATE Employee: Deb So, did you call and ask why you were sent a 2 yr contract in the mail?

*Author of original report: Verizon decides to pad their case

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I have had an ongoing over billing problem with Verizon Wireless during the past year. I chose a $39.99 per month national plan, etc. etc., and signed the standard 2-year service contract. Every month, and I do mean every, I have had to call in because I was over billed.

Some months I would have a 49.99 per month plan, some months a 59.99 per month plan, but I did not change the plan, they did. Each time I would call, the customer service rep would apologize and respond with, "I will adjust this right now, and you won't have this problem again." I would then get the correct amount to pay, and I would pay it.

Well, the next month, like clockwork, my bill would be wrong again, and once again I would go through the same process I previously described to you and get the same reponse. I had finally reached my breaking point with the bill I received this week, when it was wrong again. I decided that I wanted out of my contract, because I am not receiving the service, which was why I signed the agreement.

Of course, after going through 2 customer service reps, who probably make barely over minimum wage, I was read the programmed reponse, "you will be charged $175 to terminate your contract." So, after absolutely ZERO customer service, I decided to call the corporate offices in Bedminster, NJ. The big picture is much more clear to me today, because low paid customers service reps cannot possibly understand customer service and customer satisfaction, IF the company they work for doesn't understand either of those concepts.

Since Verizon Wireless has only one-sided customer relations, my belief about the problem I have been dealing with, based on my side of the information, which is all I have, is: I believe that Verizon Wireless over bills, and my bet is that there are a bunch of customers who "just pay the bill", and never really examine it for accuracy. I can't begin to phathom the dollars that equates to annually, but my guess is that it is substantial. The really interesting part about this is that when the "corporate" people looked at my account on their computer yesterday, everything shows up as completely on the up and up, which means that adjustment information can be backed out of their "system" and they come up smelling like a rose, and looking like they're just dandy.

This time they ran into the wrong customer, because I am meticulous about documentation of names, times and dates of calls, what was said, etc. Rip-Off is the third contact I have made today, and next week I will have an opportunity to speak on national talk radio about this problem as well. In addition I am filing a complaint with the State Attorney General, and any other appropriate government agency who oversees wireless communications, their billing practices, and investor relations.

All I asked from Verizon Wireless was to waive the $175 fee of terminating the contract, because they did not provide adequate service, they over billed, and I, as a customer, was extremely unhappy. I could care less about the $175, it has nothing to do with the issue. The issue is customer service and customer satisfaction. And THAT is something that Verizon Wireless COMPLETELY missed in all of our conversations. The world is too big, and our choices to vast, to be held "prisoner" by some giant communications company an their 2 year service contract.

In all yesterday I spoke with 4 different Verizon customer relations personnel, and what's really amazing is they just don't get it, from the lowest man on the totem pole to the top guy. Verizon Wireless is a publicly held company though, and they have to answer to their investors.

Do yourself a favor and stay clear of Verizon Wireless and their contract. There are friendly, helpful wireless companies out there that are growing and want your business, and are willing to earn your business the old fashion way...through good customer service. Verizon Wireless and their over billing, no customer service, and "who cares" attitude, cannot sustain the competition for long doing business like this. Verizon Wireless is a RIP-OFF!

Deb
Lawrenceburg, Indiana
U.S.A.

Click here to read other Rip Off Reports on Verizon

This report was posted on Ripoff Report on 12/15/2004 02:35 PM and is a permanent record located here: http://www.ripoffreport.com/r/Verizon-Wireless/Bedminster-New-Jersey/Verizon-Wireless-Watch-your-Verizon-Wireless-bill-for-over-billing-rip-off-Bedminster-New-123029. 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 17Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

First Call Resolution response

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

In response to Angela- Charleston, SC statements. I too am quite shocked at the responses I have been reading. It is true that we are taught all through training about First Call Resolution. This is also a part of our every day business and professionalism. To Ms. Deb, I too offer a sincere apology for the experiences you have endured.

Although it may be hard to see at this time, Verizon Wireless does strive to provide excellent customer service. We should be professional both on the job and off. I don't know the deepths of your situation. However, I wanted to clear the air when labeling customer service as it has been described here.

Verizon Wireless not only strives to provide First Call Resolution, but also strives to provide outstanding customer service. Unfortunately, every company, especially those as large as Verizon Wireless does have situations that reflect poorly on the company. And many companies, as does Verizon Wireless, have company wide policies that do not condone mistreating customers, as well as, fellow employees.

I want to also assure you that Verizon Wireless does care about it's customers. From a personal stand point, I was taught and will continue to treat each customer as if they are the most important call of the day. I will not make excuses for other representatives, however, I want to assure you that I would be happy to look into helping you resolve your issue to the best of my abilities. Please feel free to email me anytime.
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#2 UPDATE Employee

First Call Resolution response

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

In response to Angela- Charleston, SC statements. I too am quite shocked at the responses I have been reading. It is true that we are taught all through training about First Call Resolution. This is also a part of our every day business and professionalism. To Ms. Deb, I too offer a sincere apology for the experiences you have endured.

Although it may be hard to see at this time, Verizon Wireless does strive to provide excellent customer service. We should be professional both on the job and off. I don't know the deepths of your situation. However, I wanted to clear the air when labeling customer service as it has been described here.

Verizon Wireless not only strives to provide First Call Resolution, but also strives to provide outstanding customer service. Unfortunately, every company, especially those as large as Verizon Wireless does have situations that reflect poorly on the company. And many companies, as does Verizon Wireless, have company wide policies that do not condone mistreating customers, as well as, fellow employees.

I want to also assure you that Verizon Wireless does care about it's customers. From a personal stand point, I was taught and will continue to treat each customer as if they are the most important call of the day. I will not make excuses for other representatives, however, I want to assure you that I would be happy to look into helping you resolve your issue to the best of my abilities. Please feel free to email me anytime.
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#3 UPDATE Employee

First Call Resolution response

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

In response to Angela- Charleston, SC statements. I too am quite shocked at the responses I have been reading. It is true that we are taught all through training about First Call Resolution. This is also a part of our every day business and professionalism. To Ms. Deb, I too offer a sincere apology for the experiences you have endured.

Although it may be hard to see at this time, Verizon Wireless does strive to provide excellent customer service. We should be professional both on the job and off. I don't know the deepths of your situation. However, I wanted to clear the air when labeling customer service as it has been described here.

Verizon Wireless not only strives to provide First Call Resolution, but also strives to provide outstanding customer service. Unfortunately, every company, especially those as large as Verizon Wireless does have situations that reflect poorly on the company. And many companies, as does Verizon Wireless, have company wide policies that do not condone mistreating customers, as well as, fellow employees.

I want to also assure you that Verizon Wireless does care about it's customers. From a personal stand point, I was taught and will continue to treat each customer as if they are the most important call of the day. I will not make excuses for other representatives, however, I want to assure you that I would be happy to look into helping you resolve your issue to the best of my abilities. Please feel free to email me anytime.
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#4 UPDATE Employee

First Call Resolution response

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

In response to Angela- Charleston, SC statements. I too am quite shocked at the responses I have been reading. It is true that we are taught all through training about First Call Resolution. This is also a part of our every day business and professionalism. To Ms. Deb, I too offer a sincere apology for the experiences you have endured.

Although it may be hard to see at this time, Verizon Wireless does strive to provide excellent customer service. We should be professional both on the job and off. I don't know the deepths of your situation. However, I wanted to clear the air when labeling customer service as it has been described here.

Verizon Wireless not only strives to provide First Call Resolution, but also strives to provide outstanding customer service. Unfortunately, every company, especially those as large as Verizon Wireless does have situations that reflect poorly on the company. And many companies, as does Verizon Wireless, have company wide policies that do not condone mistreating customers, as well as, fellow employees.

I want to also assure you that Verizon Wireless does care about it's customers. From a personal stand point, I was taught and will continue to treat each customer as if they are the most important call of the day. I will not make excuses for other representatives, however, I want to assure you that I would be happy to look into helping you resolve your issue to the best of my abilities. Please feel free to email me anytime.
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#5 UPDATE Employee

To ALL wireless customers

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

In response to all of the above comments AGAINST Verizon Wireless. Sometimes I cannot believe some people and their behaviors towards certain individuals or companies that they believe "did them wrong". I have worked for Verizon Wireless for 5 years, and I stand strong behind everything they do. I have had poor service from my local cable company to the point where I cancelled and went with a satellite dish, but I would never post their name and say incredibly rude, obnoxious, and outright ignorant comments to a website for the world to see simply because "I'm mad". For goodness sake, I get mad when my dog chews up my shoes, but I don't want to post the breeders name all over the internet because she sold me a bad dog.

Contracts are legally binding papers, that are created and authenticated by lawers, legally. And, if they are actually read, you'll find they are in no way misleading. It is not the company's fault if the consumer chooses not to read it.

Although I don't agree with employees coming onto websites and "yelling" at customers, I do agree with the basics of what was said. The fact is, wireless employees are paid WAY more than minimum wage, and the reason for that is because we have do deal with irate, screaming customers, such as yourself, on a daily basis. And until you've worked for a wireless company, or any other company in a customer service position, you have no right to state that what you are saying are facts. Do you REALLY believe that a multi-billion dollar company, that has over 40million customers, operates a business that shady? Give me a break! I will agree that there are SOME representatives that may not handle business or do their jobs the way we are trained to do so, but out of 10,000+ employees, the percentage of that who are less than competent is less than 1%. Fact is, that is the case with every company. If you do some research, you'll find VZW has won JD Power and Associates awards, as well as numerous other awards, been reviewed and had good reports in the NY Times, and other reputable magazines and newspapers.

And to comment on those who have had "billing" problems and state they were "ripped off", consider this.....everyone makes mistakes, even large companies. It 's an unfortunate fact of life....just like ignorant people. You simply cannot expect everything in life to be perfect. If that were the case, we would all be rich, beautiful, and happy.

Nearly 99% of all businesses are run on computers and computer networks, and as we all know, computers have glitches. Receiving a bill where you weren't allowed your unlimited night and weekend minutes is just that, a computer glitch. It's not like there's a single person sitting in an office with a view somewhere who is randomly picking accounts and saying "gee, lets see who's bill we can screw up today".

Believe it or not, billing errors, and employee errors, cost the company more money than what you are paying on a measley 39.99 plan. A typical call that comes into a call center costs approximately $12, PER CALL. Multiply that by 20million and you think your phone bill is high. And when you are calling in to complain about an error on the comapany's part, that's another $12 they're spending FIXING the problem, when they could be talking to another customer who wants to go with a higher plan (a higher plan they NEED because they're 15 year old son or daughter is talking too much...but at least they admit that's the reason they need a higher plan, and not blame their high usage on the wireless company, but that's a whole other discussion).

So, be mad all you want, that's your prerogative. But just know that the majority of VZW customers are actually happy....I should know because myself and all of my family have the service with no complaints (either about billing, or the service itself). And with people like yourself coming on a world wide website and talking a bunch of junk really doesn't "warn" anyone of anything. Smart people do their own research through reputable reporting services like the Better Business Bureau.

And, by the way, if you're thinking "then why are you on this website?" It's only because i heard some of this stuff is funny to read, and I heard right. It's outright hilarious.
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#6 UPDATE Employee

First Call Resolution

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

To the original author of this thread I want to say that I am very sorry for how you were treated by the company that I am proudly a part of. I work for this company because I believe in the company and what we stand for. Do I feel that you were treated properly? No I do not. Customer Service is supposed to work toward First Call Resolution. In our Worry Free Guarantee. Your Problem Becomes Our Problem the first time you call. That didn't happen and I am very sorry that you feel that you were treated poorly. I know it is far past apologies and I wish there was a way that I could see your account and see what happened to get this situation started. Unfortunately I work northeast accounts and do not have access to the Louisiana accounts. I feel that you are right to be upset and I appreciate the fact you wish to get the word out about how you were wronged. I would like for you to answer me a few questions regarding your situation if you don't mind and I may be able to get you in contact with someone that can assist you.

You stated that your bill was not consistent and never was the same amount. Are you referring to your monthly access? Did your Price Plan change or just the amount of the bill? I am not trying to be sarcastic I seriously am trying to try to assist you.

Did you get any Prorated bills beside the first bill that you had?

Where did you get your service with Verizon? At a store, online, or over the phone with a sales person?

If you could answer those questions I would appreciate it. I am going to print this all out and get it to people I work with and have them get this to the right people. All this information is going to assist me in helping resolve this issue for you.

I apologize again and I apologize for the actions of my co-worker in his response. Some people have a more passionate way of putting things.

Looking forward to your response
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#7 Consumer Suggestion

I agree with Angela....you are wrong Paul - The type of response you gave is EXACTLY what people complain about for ANY wireless company's customer service.

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

Paul, I would recommend that next time you try to make your company "look good" by responding here that you would not be mean to the customers. The type of response you gave is EXACTLY what people complain about for ANY wireless company's customer service. I worked for Cricket Communications, and I NEVER treated a customer with disrespect. I always tried to meet them where they were and tried to make sure that EVERYTHING was explained to them so that they understood how it all worked.

As for Customer service representative pay, I know that most don't get paid over $12.00 per hour. The starting pay is around $8.00 - $9.00 per hour. You're right, the salary has NOTHING to do with quality of customer service. It's all a matter of attitude, not pay, and yours is piss poor Paul. To say to a customer "I probably get paid more than you" is WRONG, Paul. That's just something you DO NOT do as a customer service rep.

It's one thing to ask a customer questions, but quite another to accuse them of not being truthful. Go check my responses to Cricket Communications complaints on this website. Not one time do you see me belittle the customers and pass them off as being stupid.

Some customers do not read the T&C of the contract. I do know, however, that Verizon DOES mail out a copy of it to all of it's new customers. I'm a Verizon Wireless customer myself.

In the future, HELP the customer by ASKING them to provide more information so you can HELP them, rather than accusing them right off. As a fellow customer service representative, I can tell you that you have some REAL work to do on your customer service skills. I hope your supervisor doesn't get word of you treating customers like you have just done, Paul...
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#8 Consumer Comment

Verizon's Customer Service your job is to help the customer not yell at them!

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

I was reading the complaint and all of the responses. I would just like to comment on the last comment from a verizon employee. The bottom line when dealing with a company is that the customer is your business. Big companies sometimes forget this. As a customer service rep. or any kind or represenative of the company your professionalism is anything but. There may be loop holes in the system, contract, whatever. But your job is to help the customer not yell at them! I am completely appauled at your comments. Although I should not be surprised because this is the attitude of most of the represenatives that I have personally dealt with through Verizon. It just amazes me that you would bash a customer in writing for the whole world wide web to view. It does not make your co. look any better. Neither does the "tricks" in the contract to fool your customers.
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#9 UPDATE Employee

Are you stupid Deb? nothing in the contract about the termination fee being waived because you are unhappy

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

I read your complaint and you are very vague with your comments. I just wanted to bring some points up to you.

1) you say your monthly charges changed from month to month. Did you have insurance or txt messaging? Did you download any games or ringtones? Did you make international calls? Of course you are not going to put those amounts in your complaint because it might make you seem wrong.

2) Did you read the terms and conditions of the contract. If you didn't then its all your problem. In the contract, there is a statement that says you are responsible for payment even if there is a mistake on your bill and its our fault. Then we will fix it. Also, there is nothing in the contract about the termination fee being waived because you are unhappy. If that was a requirement on the contract you wanted, then you should not have accepted it.

3) Hmmmmm....maybe you can call Verizon Wireless and say you never signed a contract. Well, TOO BAD! NJ state law doesn't require a signature on a 2 year contract.

4) Customer service salary has nothing to do with the level of service but for your own information starting salary for customer service is $30,000 which is probably more than you make.

5)and my last point. You said that Verizon Wireless is a publicly held company. Well you are DEAD WRONG. This leads me to believe you are wrong about everything else. I'd like to know what the ticker symbol fot Verizon Wireless is. VZ? Hmmmm....VZ is for Verizon Communications and if you knew ANYTHING about business structures then you would know that Verizon Wireless is an LLC( Limited Liability Corporation- you probably didn't know what that stands for- its an acronym) and it owned partly by Verizon Communications and Vodafone. So I would like to see you buy some Verizon Wireless stock or tell me where I can get some.

My conclusion is that you are just pissed because you know you are wrong. Get a life.
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#10 Consumer Comment

Billing Overages have a bill for $495 on a plan that is only $49.99 a month.

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

I have a bill for $495 on a plan that is only $49.99 a month.
I signed a 1 year contract for this plan and it included nights/weekends, and mobile to mobile.
When I checked my bill minutes were being charged for mobile to mobile, the other person on my plan. We were charged a min. per phone when we talked to each other.

We were also charged .45 a min. on nights/weekends and m to m.
I sent in a payment of $100 it was debited out of my bank account and then credited back to my bank account. I went to the local Verizon store to show them the letter from my bank stating that my money was debited then credited back by Verizon.

I was told they could do nothing and I should repay the amount. I repaid it and the same thing happened. I went back to the store and paid at the teller machine and the same thing happened again. I called their number and spoke with a rep in collections and explained the problem that for a month I have been trying to pay something on my balance and that I would not pay for the nights/weekends etc. min's that were not supposed to be charged according to my contract.

They changed my bill to $89 and told me that I also owed $32 per phone for a reconncetion fee etc... I paid by phone the total amount and thought my phone would get turned back on. After a few hours we had service again and the next month I made my payment and before the bank could notify me of the credit to my account, my phone was turned of again. I went to the store and told them I paid but it was credited back to me 10 days later and I would not pay another reconnect fee or late fee since the money was paid and Verizon credited back to my account.

They told me since the payment was not in the system I would be charged. I told to the guy to cancel my contract and just let me pay my way out of it and get rid of them for good.
I finally got everything paid off, but yet again got another credit to my checking account. So I was charged for another month since my contract could not be considered canceled cause they had not received the $175 per phone number (2 total). I again paid but this time in cash at the store. I paid over $500 for service that I used for 3 months.

They are a rip off!!!!!!!!!
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#11 Consumer Comment

happy with verizon

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

I have wireless service through Verizon and have had nothing but cooperation and help with them. When I was unemployed they put my account on hold untill I was re-employed. They also changed my plan with no problem and I am being billed correctly. I have also had service through AT&T with no problems either.
Both companies have good coverage and unless I am in a tunnel I do not experience drop-outs. I am not saying that people do not have problems but for me I am completely happy with Verizon. Thanks!
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#12 Consumer Comment

Verizon charging practices are inflated - illegal

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

Even though I stayed within the alotted time allowed for my plan, when I called my son on his cell phone with a different company, I was charged extra - and my son was only 10 miles from me.

Verizon refused a partial payment on my account after service was discontinued. I do owe on this account, and am morally obligated to pay WHAT I OWE, but I will NEVER pay what they have managed to inflate the bill to, which is almost $500. I owe $39.95 plust the $175 termination fee.

Their collectors are not only harassing, but also abusive. They can not stand to be told to "Have a nice day, and a nice life. Goodbye". When I asked the collector to have their legal department contact me, I was told that they would not be using a lawyer to settle this matter.

If anyone knows of any class action suits against Verizon, please post here so that hopefully my complaints will qualify to participate.
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#13 Consumer Comment

Verizon charging practices are inflated - illegal

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

Even though I stayed within the alotted time allowed for my plan, when I called my son on his cell phone with a different company, I was charged extra - and my son was only 10 miles from me.

Verizon refused a partial payment on my account after service was discontinued. I do owe on this account, and am morally obligated to pay WHAT I OWE, but I will NEVER pay what they have managed to inflate the bill to, which is almost $500. I owe $39.95 plust the $175 termination fee.

Their collectors are not only harassing, but also abusive. They can not stand to be told to "Have a nice day, and a nice life. Goodbye". When I asked the collector to have their legal department contact me, I was told that they would not be using a lawyer to settle this matter.

If anyone knows of any class action suits against Verizon, please post here so that hopefully my complaints will qualify to participate.
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#14 Consumer Comment

Verizon charging practices are inflated - illegal

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

Even though I stayed within the alotted time allowed for my plan, when I called my son on his cell phone with a different company, I was charged extra - and my son was only 10 miles from me.

Verizon refused a partial payment on my account after service was discontinued. I do owe on this account, and am morally obligated to pay WHAT I OWE, but I will NEVER pay what they have managed to inflate the bill to, which is almost $500. I owe $39.95 plust the $175 termination fee.

Their collectors are not only harassing, but also abusive. They can not stand to be told to "Have a nice day, and a nice life. Goodbye". When I asked the collector to have their legal department contact me, I was told that they would not be using a lawyer to settle this matter.

If anyone knows of any class action suits against Verizon, please post here so that hopefully my complaints will qualify to participate.
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#15 Consumer Comment

Verizon charging practices are inflated - illegal

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

Even though I stayed within the alotted time allowed for my plan, when I called my son on his cell phone with a different company, I was charged extra - and my son was only 10 miles from me.

Verizon refused a partial payment on my account after service was discontinued. I do owe on this account, and am morally obligated to pay WHAT I OWE, but I will NEVER pay what they have managed to inflate the bill to, which is almost $500. I owe $39.95 plust the $175 termination fee.

Their collectors are not only harassing, but also abusive. They can not stand to be told to "Have a nice day, and a nice life. Goodbye". When I asked the collector to have their legal department contact me, I was told that they would not be using a lawyer to settle this matter.

If anyone knows of any class action suits against Verizon, please post here so that hopefully my complaints will qualify to participate.
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#16 UPDATE Employee

Deb So, did you call and ask why you were sent a 2 yr contract in the mail?

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

So, did you call and ask why you were sent a 2 yr contract in the mail?

The number is free on your cell phone .. press *611 and customer care can assist.
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#17 Author of original report

Verizon decides to pad their case

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

Guess what I got in the mail yesterday? Yep, you guessed it, a 2 year service agreement with the correct amount of the plan I originally purchased.........and even better yet......................the postage was PREPAID on the envelope, so there was NO postmark and the date mailed could not be traced. I wonder what part of these business practices Verizon considers legal, and I wonder even more how much their investors know about how that REALLY do business. Talk about fraud.........I don't think even Enron did some of the stuff Verizon pulls. They are definitely handing me everything I need to go to give them some free "word of mouth" advertising. Thanks Verizon.
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