I will be filing a complaint with Consumer Affairs, small claims court, BBB and the FTC against Verizon Wireless.
I have the transcript (sent to me from Verizon) of a "conversation" I had with a Verizon customer service rep. via their on-line chat feature. I was told by the rep. that she could
lower the early termination fee to $35 on a phone line I was going to cancel while ordering another phone and adding a different line. However, when I called to cancel that phone line, I was told the termination fee would be $140.
From actual transcript:
<Chat transcript deleted per the TOS>
According to the "supervisor", I should have known that their employees are not able to lower the termination fee and I should have know the representative used the word "termination" when she really meant "activation".
Since they have such "wonderful" customer service, I was given the option to mail the new phone I purchased when opening another line (to replace the one I want to cancel) back to them the very next day. I forgot to mention, the conversation with this "supervisor" was at 8:15 p.m and I explained that the phone was in Florida with my daughter on Spring Break and did not have access to it. The answer...the package does not have to be delivered to us by tomorrow just post marked with tomorrow's date, so, apparently I am fly to Florida to get her phone, fly back home (in Kentucky), take off work and run to the post office first thing in the morning.
The only reason the new phone was purchased and a new line opened was because I was led to believe I would not be charged the ridiculous $140 cancellation fee but on $35. Apparently, Verizon does not honor anything they put in writing.
Please let me know if anyone else has had this issue. I will be filing my complaints Wed., April 4, 2012 (to allow time for others to reply) and will gladly include other examples of their deplorable behavior.
Message was edited by: Verizon Moderator