Hello All,
I have been a very unhappy customer since last year, due to an open issue that has yet been resolved completely. A general overview of the issue is that my Family Manage Plan has not worked properly and because of this I have close to $1000 overage charges. When I first called in a ticket was opened and the tech advised me that they were going to get back to me. I never heard anything back. So I proceed to call at least once every other week to get a status update. This is going on to this day. Every time I call whether it's been an agent or supervisor, I would get the same response, "we're working on it and we'll call you back to provide a status update. In the meantime, my bill is steadily climbing with late fees and overage charges. One supervisor finally broke down and gave me a $20 credit and an extra 1GB for my time calling in so much and my troubles. Really Verizon. I've sent a few emails to those individuals that were so kindly to provide their email address and I still haven't received a response. Bellow are the two emails sent along with the dates:
| Emails | |
|---|---|
| Date: 01/07/2016 | Hello, I was contacting you to check the status of my ticket and account. I have yet to hear anything in regards to the issue. |
| Date: 02/22/2016 | Hello, I’m reaching out to get a status update on my account in regards to the data overage charges. I do see that an adjustment have been made in regards to the data usage for the 313-***-**** account in the amount of $415.00. I’m not sure where this number came from, but according to my calculations, this does not match the amount that my account should be adjusted for. I’ve taken the liberty to help you guys out by taking screenshots of the overages and late fees that I accumulated since this issue first occurred. See attachment. I have been very patient with Verizon and I have to say, I feel like I have not been getting treating like a valued customer. This issue has been going on since November 2015, and I have had to consistently follow up with you guys, more than I would have liked. Everyone I’ve talked to vowed to follow up with me, which I haven’t seen. With the exception of you Ms. Taylor, I feel like no one care about my situation. This is totally unacceptable, I feel like my account should not only be adjusted for the overages, but I should also be credited for my wasted time, that I’ve had to spend following up with Verizon. Please follow up with me as soon as possible so I can get a better understanding on where my account is at. Thank You |
I have totally lost faith in this carrier due to the poor customer service that I have experienced. I'm not sure how they plan on fixing this customer, but I'm about ready to switch carriers due to this ongoing issue.
Have you done any investigating yourself? What phone on your account used the data? What app used that data? 99 percent of the time there is overage charges it is because you went over. If your using family base and it did not work correctly it probally wasn't set up properly. Were the phones off when you set up the limits? Did you not get text saying your going over? Did you actually check the box that said stop usage after this limit, or did you check the box that says send warnings after limit is reached?
MrSharon77,
I regret to learn about this unpleasant experience you had regarding your Family Manage Plan. As a fellow consumer myself, I know it’s vital to have your billing accurate. I feel confident we will resolve this matter. I have sent you a Private Message and we will be able to further assist you.
JuanD_VZW
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Everything step you mentioned has thoroughly been checked. Like I said this has been going on since last year. Verizon has admitted to it being their issue but has yet to resolve it.
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