Verizon Wireless Verizon Verizon continues with “Gotcha Billing” internet Texas

I was going over my data limit on my phone plan of 4gb and Verizon sends me a message that I could upgrade my account to avoid the overage charges.  I decide I want to do that and I follow the prompts on the website to increase my data usage to 10 gb.  I am happy, Verizon is happy I am now obligated to spend more money monthly and Verizon will benefit. 

Then I receive my bill and see that when I upgrade to 10 gb of data that my account was changed from my existing plan that allows me to make phone calls in Canada to a US only plan and since I work 5 days a week in Canada and call back home to Texas in the evenings I now have $540 in roaming charges in Canada.  Holly Cow! Now I am upset!

I call Verizon and speak with a helpful Customer Representative.  He says he can change the plan to a Canadian plan with the 10gb and post date it in a way that takes care of the $540 roaming charges.  He even tells me what my new billing amount will be around $180.  Let me reiterate the Verizon representative said “I will take care of this” Great! I am happy Verizon is happy I am spending 180 a month with Verizon. 

I get a customer service survey call.  I tell them I am happy and a bit surprised as I have had bad experiences in Verizon stores in the past but that this prompt attention is leading me to change my bad opinion of Verizon Customer Service

I am pleased enough to take my girlfriend in to a store and get her a new I phone and I add her to my account.  Merry Christmas Verizon, even more business coming your way.

Then on December 1^st I am looking online at my account and I see that the $540 in roaming charges have not been removed from my account.  I call customer service and I am told that the credit had been put through but had been rejected by a Supervisor because I had used the online service to upgrade the account. If I had called Customer Service to make the change the credit would have stood but since I used the online service I am not eligible for a credit.  GOTCHA!!!  SUCKER!

Here is a loyal customer that spends lots of money with you guys and you entice me to using your on line service to buy additional service and when I do you are going to penalize me with $540 in roaming charges.  I save you money by going online but if I had called a customer service rep instead then I would not be charged the roaming fees?  Well I won’t ever use the online service again.  I will call for everything. 

Then there is the matter of communication.  Your representative told me the $540 in charges would be taken care of and would not be a part of my new billing balance. He said nothing about requiring Supervisor approval. Then a Supervisor reverses that decision and no one contacts me about this?  I only find out that Verizon is not keeping their promise when your greedy little hands pluck the money out of my bank account?  Now after calling Verizon on 12/1 at 10:46 and promised a call back from Supervisor named Karen. It never happened.

This is unacceptable.  It is a shame that this one Supervisor has reversed the positive customer service actions and building customer service reputation that Verizon was trying so hard to establish.  Why are you guys so committed to pissing off customers who are trying to do more business with you?