How do I contact corporate about Verizon Wireless store scamming me?
zeroimpedance
Newbie

Hi all,

On September 8th, I signed up for a MiFi 2-year contract that came along with a free Jetpack device. I specifically told the salesman to tell me about all of the charges in advance, so I wouldn't be surprised when the bill came. He told me it was $80 per month for the plan, plus $18 for tax on the device. Nothing else was mentioned.

I then sign up on the Verizon website and download my Equipment Receipt and my 1st Bill Estimate. Boy was I shocked! They were charging me $260.66, for what I'm still not sure, because NOTHING ADDED UP. It would seem that Verizon cannot even perform simple addition. I also noticed that the receipt said the following (I'll paraphrase):

1. I had 14 days to get out of this mess.

2. They expect me to pay a restocking fee of $35 just for returning their "free" device.

3. I was only entitled to a credit for the activation fee if I cancelled my service within 3 days of signing up.

This was a red flag to me, having wasted my valuable time previously with other irresponsible credit card companies. So I went into the same Verizon Wireless store where I signed up and told them I wanted to return the device and cancel my plan on September 11th, which would entitle me, according to them, to be credited back for the activation fee; the estimated bill says this amount is $35.

They said they would charge me the $35 restocking fee. I told them I thought that was unfair for the following reasons:

1. The device was free;

2. I never agreed to that when I signed up. They just printed it on the receipt after I signed up. The next thing you know, they'll tell me I owe them my next child. How can they just make stuff up after the fact?

So I refused to pay and told them (the manager was there along with 2 other salespeople) I was returning the device. They refused to give me a return receipt, so I left the device there and walked out, filming the whole thing (just me and the device).

In response, the manager said she was going to charge me for everything as if I never came into the store and returned the device.

Now it's September 13th and I received a call from another salesperson at the same store (on Topanga Blvd. in Woodland Hills, CA) saying I left my equipment there and would I like to come in and pick it up or would I like it mailed to me. I explained the situation to him and he STILL INSISTED ON MAILING BACK THE DEVICE TO ME, unless I agreed to come into the store and let them process the return/cancellation the way they wanted, which would mean (according to this salesperson) that not only would they charge me the $35 restocking fee, BUT THEY WOULD ALSO CHARGE ME ANOTHER $35 AS IF I JUST RETURNED THE DEVICE TODAY.

I asked for his supervisor and was told she's not there today. I then asked for the contact info for someone higher up in the chain of command, and was refused.

This is such a scam! I feel sure that someone higher up would understand that they will lose me (and as many people as I can tell this to) as a potential customer over chump change, which is just silly.

I really don't know if the problem is just this store or all of Verizon, but if I can't get this resolved in the next hour or so through this forum (hello, any Verizon reps out there?) I'll just make sure they can never take any more of my money by never considering using Verizon again, both for personal use and at work (I'm in IT and make those types of decisions at work), and convincing as many people as I can not to use them also.

The ball's in your court, Verizon. What will you do?

(receipts attached for your reference)

>>Attachments removed as they contained personal information<<

Message was edited by: Verizon Moderator

Labels (1)
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Re: How do I contact corporate about Verizon Wireless store scamming me?
Core2
Specialist - Level 1

Regardless that the device was free, it still has a value - it's cost is built into the subsidy in the monthly plan.  The $35 restocking fee is for any wireless device returned, free or not.  Verizon has to take back an open used device and either test and resell as "refurbished" or used.

Personally, I would ovoid retail stores all together and deal strictly with on-line ordering or calling service 800-922-0204.  Call them up, have them explain your charges to you.  I have only walked into a retail store to try out live phones, I make all purchases solely on-line as don't have to deal with a pushy commission based salesperson just looking for a quick sale and moving on to the next customer.

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Re: How do I contact corporate about Verizon Wireless store scamming me?
budone
Legend

You never explained what the charges were.

Also you returned the item on the 4th day. The day you bought it, the 8th is day one

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Re: How do I contact corporate about Verizon Wireless store scamming me?
vzw_customer_support
Customer Service Rep

Thanks for reaching out to us via the community forum, zeroimpedance. We did have to remove the receipts that you attached since they contained your personal information.
I will reach out to you via Direct Message in order to get more details from you.
I'm pretty sure the 1st bill had the charges that include this month as well as a month in advance as well as the activation fee.
I would recommend going back to the store in order to ensure the service is canceled if that is what you desire. I also recommend you getting a receipt that indicates the service was canceled. Of course, we don't want you to leave so I would prefer to help with the understanding of the bill.

TamaraH_VZW
Follow us on Twitter @VZWSupport

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Re: How do I contact corporate about Verizon Wireless store scamming me?
ashtontr
Specialist - Level 1

You signed a contract STATING ALL of the the terms and conditions with that purchase. Basically you're saying you signed the contract without reading it. Nobody has to explain anything to you at all if they don't want to. Yes, it's a courtesy provided by store reps because it's just common sense to let a customer know what's going on, plus it might be a little weird if you didn't talk about anything at all and just purchased a device and signed a contract.. Even on recording, like you said you did, the store reps followed the correct policy. To return a device that is out of box requires a 35$ restock fee because they have to pay to put it back in stock and can no longer be sold as a new device.

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