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!
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