I have been a loyal customer for several years to Verizon. I ended up leaving my last carrier, where I paid less, to pay for what I thought was better quality. Unfortunately, my problems started when I decided to disconnect my son's line. My son in autistic and does not use all the features of his phone, so I am generally loosing money. When his phone became damaged, they could not replace it because of the red dot. I asked when the line would be eligible to disconnect and the rep inside the store told me a date in July. I continued to pay the bill and one day while in Walmart, I called Verizon to verify the contract end date; again, I was told the July date. Before buying the phone on July 10th, several days after the confirmed date, I called Verizon again and they verified the same date, so I purchased a prepaid phone. On my next bill, I was charged a disconnect fee!
Well, I called Verizon and the reps were unable to figure out why I was charged the fee. After digging for over an hour, they said that I had added a feature that extended my contract for a few more week. I didn't know any company did that and did not know of and was not told of any extension, especially after I had verified 3 times what the contract end date was. After speaking with several supervisors, Verizon does not know what to do with this issue. Even though this is not my fault, one rep stated that if I paid half the bill, they would take off the rest. This is unacceptable! If I had made a mistake, I would pay the disconnection fee. Verizon needs to practice corporate responsibility and own up to this $160 something dollar charge on my account. They are about to loose a loyal customer!
So what "feature" did they say was added that extended the contract?
Did you suspend your son's line for a few weeks? That would extend the contract date.
features generally do not extend existing contracts. having a promotion added to decrease billing to add additional GBs to account extend contract for a year from date they are added. maybe it can be chalked up to a representative error where they failed to advise of the contract extension after adding a promotion
Fisaac, I want to apologize for this experience you are going through and the last thing we want is to lose you as a customer after so many years of loyalty. This is not how we want our customers to feel and we certainly want to get to the bottom of this to get this resolved once and for all. Where did you disconnect the line? Did you take the same number to Prepay?
GersonG_VZW
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