Verizon Wireless Would not reinstate Unlimited Data plan after their mistake removed it Nationwide

I have been a customer of Verizon Wireless for over 10 years, with 5 phones on my plan. I have been paying for Unlimited Data on 4 of those phones since opening the account. When Verizon Wireless suspended the Unlimited Data plan, they grandfathered my 4 phones so that I could keep the Unlimited Data plan. Recently, I changed my phone to a basic model, thinking that I could get by with that. I decided to return it and reactivate my old smartphone. I asked the Verizon Corporate store in Glendora, CA to please reinstate my plan as it was before the change. It was told to me that this was Verizon Wireless' policy. They told me that they would.

The next bill I received showed that I still had the minimum 2Gb plan. Nothing had been changed. I then called the store and they said that they would change it. I then called Customer Service and they said that I had done the right thing in calling the store, and if I needed any help to call them back. I waited until I received the next bill and, again, there was no change.

I must also say that I am disabled. I do not drive and my medications made my moods change to the point that it was difficult to pursue things or to remember what I had done. I wrote as much as I could down and asked my family to call for me. When they did, Verizon Wireless told them that they could not talk with them as they were not the Primary Account Holder.

Over the next number of months, I called off and on due to my condition and asked for this to be resolved. I was unable to get anywhere with Customer Service. A couple of times, they even said it was my fault that it didn't get reinstated because I didn't ask for it to be reinstated. The fact was that I had done that more than once with no success.

After changing medications, I have my life back and I can now address these types of issues with the confidence that the side effects to the previous medications had taken away from me. I called Customer Service and requested the Unlimited Data plan that had been wrongly removed to be reinstated. They told me at first that it could not be reinstated because too much time had gone by. Then they said that their records only go back 6 months and that I would have to request this at the Verizon store.

I got a ride back to the Verizon store and they said that I would have to talk to Customer Service. Essentially, I now have different departments and business units within Verizon pointing their fingers at each other instead of putting their emphasis on fixing the customer's problem.

Since I could not get any assistance with either group, I sent an email to the person in charge of the West Region of Verizon Wireless. I received a call from a person in the Executive Relations department of the West Area. She told me that she had opened a case for me and requested someone to make a decision about this. She made no promises, but she did give me the impression that there wasn't much chance of this happening because too much time had gone by. I didn't realize that these issues had a Statute of Limitations on them.

Anyhow, she promised to get back to me no later than Wednesday, April 16 with their decision. April 16 came and went with no call. On April 22, I sent another email, this time to the President of Verizon Wireless, Mr. Daniel Mead, explaining the situation. The next day (today), I received a call from the person that promised to call me. She mentioned not only about the case that we had spoken about, but she also mentioned the letter that I had sent to Mr. Mead. She was not happy. She told me that there was nothing that Verizon Wireless could or would do about my situation, as too much time has passed. No other reasons were given. No 'can we do anything else to help rectify the situation, nothing!!'

I then sent off another letter to the President of Verizon Wireless and to the Chairman and CEO of Verizon about how I had been treated. I don't expect to hear anything. In the past, I have dealt with corporations as big, if not larger than Verizon, and have received nothing but wonderful customer service and, in two cases, them assigning a person to see the issue through to its completion.

Please reconsider using Verizon Wireless as your cellphone provider. They may have an outstanding infrastructure, but when you have an issue that must be taken to them to be solved, do you really want to be treated as a second or third class citizen, where even though you spend hundreds of dollars per month for their products and service, they won't even give you the time of day?