Verizon Wireless MAA, Small Business Account Agreement Internet
We have been Verizon Wireless customers for over 5
years, originally transferring from Cingular back in May of 2005. When we
signed up, we agreed to a two-year contract with 5 lines of service for a total
cost of $231.69 which we have been on-time every month since May. While signing
up at the Verizon Wireless Retail Store in Stuart, Florida we informed the
representative that our business would be paying for this service, as this was
to be a business account, used for business purposes.
(1st mistake) This representative ported our numbers from Cingular and signed
us up under a Verizon Wireless Family Share plan, rather than a MAA or Major
Account Agreement, which is available for any business with 5 or more lines of
services. I had never heard of this terminology until February 20th, 2010.
So over the past 5 years we have been using and enjoying our Verizon Service,
almost with no problems besides the Blackberry Storm 1 which was just a
nightmare of a release and a yearlong uphill battle trying to make Verizon
understand how terrible this phone was, we eventually had to pay $300.00 to
upgrade to the Storm II.
On February 18, 2010 we decided that we needed an additional line of service
for a High Speed Data Card; we called Verizon Customer Service using the
1-800-256-4646 as we always did for our issues, asked for sales and began
speaking to a representative about adding this card onto our account.
I first asked, how a 6th line would be possible to add to our account because
my previous understanding was that 5 lines was the max on any share plan (note
we are still on the same family share plan, under a business name that we
originally signed up for in 2005). He said well I see you have a business
account here and I said yes our business pays for telecom charges; and he
explained to me that I did not have a MAA or Major Account Agreement, so
naturally I asked what that was...
A MAA is a contract behind a small business and Verizon Wireless stating
that Verizon Wireless will create a business account for your company, to allow
you to purchase wireless service and equipment at corporate discounts, provided
you maintain five or more lines of service on your account, and I see here you
are eligible for an 8% discount on your account I am thinking $$... (63
months of service @ 233.61 per month = $14717.43 * 8% = $1177.3944) +
applicable accessories and phone discounts of 25%, I didnt have a calculation
in mind for all of that but we have purchased 26 phones over the past 5 years
so it is another substantial 4 digit figure.
I responded to the representative saying, well I originally signed up at a
Verizon Wireless Retail Store, why was I not informed of this information
originally? of course he said he did not know, and then asked me if I still
wanted to sign up for a new line of service and I said no, let me make a few
I first phoned the store manager of the Stuart, Florida Verizon Wireless Retail
Store, who opted to not talk to me and offered to call me back instead,
unfortunately I guess he forgot to call me as well..the representative who
answered the phone asked what I needed help with and I simply said, I am
calling to find out how to receive my MAA discount; he said I dont know what
that is and I said that is unfortunate.
Wasting no time, I quickly called Les Gunter of Verizon Executive Relation in
Chicago and explained to him the situation, which he also did not know what a
MAA was or how or why I should be receiving an 8% discount on my service. He
asked if he could call me back and I said sure, he said it will be by the end
of business 2/19/2010. Well wouldn't you know it, he never did call me back. I
called on 2/22/2010 and asked for him, his assistant said he was in a meeting,
go figure. I called later that afternoon and was told he was still in a
meeting...before I had a chance to call back I received a phone call from a
Tracy Waldon who was also with Verizon Executive Relations in the Southeast
Division, who said she would be handling my concerns from here.
I explained to her the situation, to which she also informed me that she would
have to conduct further research before returning my phone call but that I
would be contacted by a Business Sales Representative within one business day
to add this MAA onto my account so that we could begin receiving the discount
that had been owed to us for five years.
2/23/2010 - No phone calls, I called and left a message for Tracy.
2/23/2010 - Received a phone call back from her, in response to my voicemail
regarding a call back from the business account representative, I said no, no
one has called me.
2/24/2010 - Nothing
2/25/2010 - I received a phone call from a new Verizon Wireless Retail Store
that recently opened this past year in Port Saint Lucie, Florida; interesting I
did not receive a phone call from the original store I signed my original
contract agreement with.
This phone call was from the store manager, who simply was following Tracy's
instructions to sign me up for this MAA, which is an electronic document, not
able to be found on their website as it is INTERNAL only and is not able to be
faxed, emailed, or printed unless at a Verizon Wireless Retail Store or by a
Verizon Wireless Business Account Specialist. I drove to the store location,
signed this agreement and I asked her would she be responsible for taking care
of the money that is owed to me? She said no, Tracy would be handling that.
3/2/2010 - I called Verizon Executive Relations this morning and spoke to Tracy
and asked what is going to be done regarding the money that is due to our
account, as I would prefer a check rather than a 4 digit positive account
balance. She explained that Verizon would not be crediting or dispersing any
funds to me. She then explained to me that the 8% discount I was to be
receiving was not off the bill itself but only the primary line of service
which equates to $7.00 x 63 months = $441.00 not $1177.
So I said ok, if that is what the contract states then I would like a check for
that amount in addition to applicable costs incurred for equipment purchased
over the last five years. She offered me a one year credit of $84.00, no
equipment reimbursement and not even an apology or the admittance of Verizon's
mistake. I explained to her that I thought this was a lot bigger issue then
just $84.00 is, lets say this went public and she then said we are trying to
make things right, and I said you are? By offering me $84.00 and scamming me
out of the rest of our money, while Verizon is making 50 billion a year in
revenue and youre counting pennies? I said I want my contract dates removed as
Verizon failed to hold up their end of the agreement by failing to provide me
with the all of the terms, discounts and publications necessary to make a legal
decision when I originally signed my contract. She then said, Verizon does not
have to offer any customer or business, nor inform them of any discounts that
may or may not be made available, at any time.
That is where the conversation currently is sitting, I personally know a lot of
businesses that are not receiving this discount, here locally in our small
town; which begs to ask the question, if a small town of less than 100,000
people are getting ripped off by the multi-billion telecom provider, there is
certainly others that are as well.
Thank you for your time.