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Verizon is dragging on an issue they caused.

Member

After being a Verizon Wireless Customer for 10+ years, i am having an issue that Verizon is dragging on. I had got a Phone for Christmas from Amazon at full price and had it activated on my family's existing package with a phone number i had always had. The account is grandfathered in on the unlimited package. Unknowingly Verizon took it upon them selves to change the account and put me on a 2 gig limit with a 2 year contract. If this is what i wanted, i would have just bought the phone from Verizon at a discount, but it was not what i wanted. I recently went on a few trips, and had been uploading more images than normal. So this is how i found out the contract was changed without me/my family knowing. We/my brother has been the one talking with a guy named Brian at Verizon trying to get the issue fixed. After a few weeks and it still not fixed, my brother (the one trying to get this resolved) talked to someone else to find out that Brian had not even attempted to get our issue resolved. The next rep my brother talked to put in a request to have it fixed and said we would get an email in 24 to 48 hours. that was over 2 weeks ago. Now we are being told we should have caught the issue. There was no need in checking the bills fine print that close since we had not made any changes to the account. We have also got a letter from an Amazon rep that verified they did not contact Verizon to change our contract an any way.  (Is this normally how Verizon works? This is definitely a bad business practice.) What would be my next option to get this resolved?

Please help after months of trying and getting no where.

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Re: Verizon is dragging on an issue they caused.

Leader

Are you positive that nobody went to a VZW store or other and purchase a phone with a discount using your line's upgrade?

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Re: Verizon is dragging on an issue they caused.

Member

I'm 100% sure. Out of the few months trying to get this resolved, there have been a few employes reviewing the account stating the the issue will be fixed, and this should not have happen. Everything has been verified from Verizon by checking the serial number from my phone on the phone number to make sure it was not bought from Verizon. That is when we got the letter from Amazon to show proof we bought it new and added it to the account.

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Re: Verizon is dragging on an issue they caused.

Sr. Leader

You bought through Amazon, but was it actually a full price phone, or did you have to be eligible to "upgrade" in order to purchase it?  If I may ask, what phone did you buy and how much did it cost?

Amazon sells phones, both with and without contract.  If you did buy one with no contract, full price, then yes, it should not have changed your unlimited data, though getting it back may not happen.  Smiley Sad 

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Re: Verizon is dragging on an issue they caused.

Member

The phone is a droid razor maxx HD. Bought for over $600.00 new. Verizon

has had this verified from an email from Amazon.

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Re: Verizon is dragging on an issue they caused.

Member

Amazon

Your Account Amazon.com

Message From Customer Service

Hello ,

This is Tammy from Amazon and I wanted to thank you for an opportunity to help you today and it was a pleasure talking with you.

I would like to confirm that Motorola DROID RAZR MAXX HD 4G Android Phone (Verizon Wireless), IMEI ending in 03xxxxx, ordered on December 9, 2012, Order ID: 002-7739584-xxxxxxx, was purchased at full retail value of $649.99.  Since this item was purchased without a service contract, we did not reach out to Verizon to confirm any account information, nor did Amazon, send any information to Verizon letting them know that the phone had been purchased.

If you need additional assistance, please give us a call at 877-429-8502.

Thank you again, and I hope you have a wonderful day.

Best regards,

Tammy M

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Re: Verizon is dragging on an issue they caused.

Sr. Leader

CLADIRON wrote:

The phone is a droid razor maxx HD. Bought for over $600.00 new. Verizon

has had this verified from an email from Amazon.

In that case, then yes, your unlimited data *should* have remained intact.  Good luck though, in getting it reinstated. Once the unlimited data is taken off it seems to be nearly impossible to get it back on, since the plan/coding no longer exists to add it back.  You *may* be able to get and extra GB or two for the same $30 as compensation.

I (reluctantly) gave up unlimited over a year ago when I upgraded, but since I use 1 GB or less each month, the 2GB limit is immaterial, and I don't feel restricted at all.  Of course, you may feel differently....

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Re: Verizon is dragging on an issue they caused.

Sr. Member

That bites! As SuzyQ mentioned, once the unlimited data is removed there seems to be no way to reinstate it due to system restrictions...which I find hard to believe. Sure, the CS rep may not be able to do it, but I am certain Verizon has their system/application analysts (me being one) who have administrative rights and allow the unlimited data plan/code to be applied in certain situations. Although I knowingly gave up my unlimited data, after redundant issues with phones and their network, as well as billing errors, I was actually promised unlimited data to be reinstated by both a rep and a manager to avoid porting out which at the time I found hard to believe, and sure enough they were not able to fulfill their promise. I was not expecting to have unlimited data back, but I really do not think CS, Tech Support 1 and 2, or any floor manager will be able to assist...I would take this much higher than CS. For lack of better term, you were screwed and it is clear as day the blame is on Verizon...you did absolutely nothing wrong and took the alternate route which Verizon always suggests in order to keep unlimited data. I do not expect any Verizon rep to chime in because they knew they dropped the ball on this one, and Verizon will only suggest running a plan/data analysis to 'find the perfect plan' for you so you can experience "MORE" which is completely unacceptable! Stuff like this really upsets me, even if it did not happen to me. Good luck CLADIRON, I would not let this one go and continue to pursue a resolution.

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Re: Verizon is dragging on an issue they caused.

Sr. Member

You can also email your issue to the email address below...which is the executive relations department. Someone should respond within a day or two, I think this is the best next step

>> E-mail address removed to comply with the Verizon Wireless Terms of Service <<

Edited by:  Verizon Moderator

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Re: Verizon is dragging on an issue they caused.

Member

I spoke with my brother a little while ago and found out that in our last discussion with Verizon, they acknowledged they made a mistake, but we should have caught it sooner than what we did.

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