I've been disputing charges on my account for a returned iphone 4s device that came as empty to Verizon wireless warehouse for nearly 2 months now. Currently, on hold for almost 2 hours waiting for a supervisor. I have been getting the round around with so many customer reps, supervisor. I have dealt with several departments to resolve this issue. I have tried to file a claim with FedEx, local USPS, and have filed a police report as suggested by verizon wireless reps. Since it was a prepaid and smart post return label, nothing could be done by FedEx nor local USPS.
I've been told so many empty promises and will follow up with me. I've had it with Verizon wireless reps, it seems like from my experience that nobody there knows what they're doing. I've been lied to over and over again trying to resolve this charge. The most recent was when I called last night to finally settle and get this resolve, this rep named Suri, I spoke to said she'll do more "research about this situation" and told me that she will call me back. I waited until 11 pm EST time when customer service closes and I've got nothing. I called back today; once, I got out of work and this rep named Cynthia told me that they tried to call me and I didn't answer. I told her that is a lie and I can prove it.I received no calls at all from them. So for nearly two months, I have been getting the round around and treated with the most unprofessional customer service.
This is not how a business is run and not how a paying customer should be treated. I've been a long time customer of Verizon Wireless and I have never been disgusted, frustrated, angry, shock of how verizon wireless reps are handling this situation. This is ridiculous!
As a quick over view, I've given them verizon wireless reps the original IMEI number on the iphone 4s that I've returned and it's been active on a different Verizon wireless account since May 11. This returned device was accepted and delivered on April 18, 2012. I got a text on May 2nd, saying i'll be charge for a non-returned device. I've told countless reps that it doesn't take TWO weeks to open a box and take the phone out and process it. It's unbelievable that none of the reps, I've spoken to, failed to realize that.
This is by far the living up to the sla agreement of verizon wireless and myself as a customer! I want to see if this can be resolve without bringing an arbitrator from the Better Business Bureau as part of the agreement with myself and verizon wireless.
I've been told so many excuses and round arounds. I've finally gotten to the breaking point and this is complete bs! At this moment that i'm typing this post, I've been put on hold for over TWO HOURS after speaking to this rep named Cynthia who said I'll be transferred to a supervisor. THIS IS INSANE!!! NOT PROFESSIONAL WHATSOEVER!! THIS IS UNBELIEVABLE!! These people are unbelievable!!! I will continue to fight this; this is robbery!!!!
Sorry for my rant, but I've been disputing for almost two months and it has been a nightmarish experience!!!
In my own experience, both Fedex and Fedex Smartpost (USPS partnership) are a nightmare when an issue arises. Keep detailed records, document everything and keep the fight going.
Not related to VZW, but speaking of Fedex ... I had a $$$$ nightmare for 6 months years ago because Fedex did not take the required signature on the delivery which meant I was not getting my refund for the returned merchandise ... which they negligently dropped in a driveway, the person took inside and listed and sold again on Ebay!!! Black on white the shipping bill showed that a signature was required but they didn't get it, I had no leg to stand on, Fedex came up with every excuse & lie, never allowed you to take to the person handling your claim, would only send anonymous denied letters by snail mail 2-3 weeks after I sent everything through again, etc etc. They flat out told me to sue them for the insured merchandise. Problem is I would have been out of a couple more grand for a lawyer to even start a case. Ultimately when suddenly some 6 month arbitrary deadline approached, after many sleepless nights and heaps of stress, and feeders out into the media (channel n on your side type thing) I got through to somebody at an executive level who saw I as a customer was not a fault, and resolved things within 24 hours.
That just to say to hang in there.
Since the IMEI that was temporarily assigned to you is now active under somebody else's account, they have proof that you returned the device and somebody at VZW didn't clear your account as having returned that phone.
Skip the regular customer service lines and reach for some executive level, if need be write several of them a summary of the events till you get a response.
I'm facing a similar situation.
Verizon Wireless is not here to provide a service. They just want to make money, at the expense of the people. Let's face it. They don't provide service. They hide behind their lawyers and tie you into unilateral contracts. They don't have to provide service, because their contract says you're screwed for 2 years, whether or not they provide the service you contracted. Did you know that they have the "right" to change your plan at any time? Whether it charges you more, or less... they have "the right."
They also fail to inform consumers properly and there's an amazing amount of misinformation shed at the stores because sales persons continue to work on commission. Service? who cares?!?!?!?! They got their spiff!
I'm facing a situation where, for over three months, I've had spotty data service and now no service from Verizon. Their response? Buy a new phone. I bought their best phone 2 years ago. It doesn't work for data anymore. What did I do? I did the *228 that one of their stupid people recommended.
Next thing I know... no Internet, no GPS. NOTHING! Now, they say the problem is my phone, the phone is out of warranty, and they want me to upgrade. Let me think about this... you want me to spend $400 for a new phone, for you to provide lousy service? and tie me into another 2 year agreement that I don't want... just so you CAN provide the service I purchased?
VERIZON's LACK OF SERVICE WILL NOT GO UNNOTTICED FOR LONG!
What is the FedEx or UPS tracking number?
on hold for two hours? yah.. okey
we have all had our problems with customer service in the past as have customer service reps had their problems with us, i'm sure...have you tried contacting in some way the president/chairperson/ceo of verizon??? i'm sure they would "love" to hear about this. it sounds to me that most of the people u have spoken to, do not have the authority to solve this issue for u, so they pass the buck, which is natural. good luck with this
Yeah. Good luck trying to past the monkeys.
This is where the FCC, The FTC (federal trade commision), And the BBB (better business bureau) comes in. It seems that the only people verizon actually cares about when they hear from the is the FCC, the FTC, and the BBB.
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