You Can't Always Believe What Verizon Tells You!

tloewenberg
Member

Approximately 7 months ago, I decided to upgrade our mobile phones.  I had been receiving a corporate discount of 20%, which was applied to the combined minutes, and to my principle phone monthly line fee, and unlimited data plan.  Upgrading the phones would require that I lose the unlimited data plan since I was purchasing subsidized phones.  Prior to the upgrade, I spoke to Verizon customer sales twice.  I stopped at two Verizon company stores and an independent store authorized to sell Verizon wireless.  During each of those conversations, I asked, "what will be the effect of my monthly bill?"  100% of those people asked said, "nothing, your bill will stay the same; the only difference is that you will be limited to 2gb data per line."  When I received my first bill, it was clear that the discount was not applied to the data plan.  I immediately called Verizon customer service and was told that discounts do not apply to limited data plans.  To Verizon's credit, I received a one year rebate equivalent to the difference.  However, regardless, I was repeatedly told there would be no difference and now, of course, my monthly bill since and in the future will not reflect the prior billing.  A few weeks ago, I received an email stating that it was time to revalidate my corporate discount.  I called Verizon and stated that I was told by the original sales agent that my discount was also applicable to retired employees.  The Verizon representative informed me that I had been misinformed and that the discount would expire with the current billing period.  However, since I am a military veteran, there is a discount available to me of 15% rather than the previous 20%.  My next question was naturally, "what's the bottom line effect of my monthly bill?" He stated that the discount would be applied exactly like my current discount except that it would be 15% versus 20%.  A few days later, prior to submitting my validation proof for the military discount, I called Verizon to verify that I was submitted the proof correctly.  Once again, the representative stated that the discount would be applied similarly to my current.  Only the percentage changed.  Yesterday, I received an approval email from Verizon, which in more detail showed how the discount would be applied.  Once again, I was not given correct information.  The discount is applied to the combined talk minutes only, which is different than the previous discount.  We're only talking less that $2 a month, but the entire experience from the first sales person to when we upgraded phones to when I submitted for the revised discount, there is a pattern of deception whether intentional or not, laziness or misinformed.  The fact is that in every example, people who should have been able to correctly tell me the impact of my bill relative to the action I was taking were wrong in 100% of the cases!  As far as I'm concerned, Verizon Wireless has violated the terms of their agreement, but obviously good luck with that.  Bottom line, when it comes to cost of service, a Verizon Wireless customer representative should be able to provide accurate information that you can use.  They did not. 

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Re: You Can't Always Believe What Verizon Tells You!

Not applicable

discounts have not been applied not 2 GB data plan ever. So it's very possible these reps were not aware that you even got a discount on the data.

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Re: You Can't Always Believe What Verizon Tells You!

tloewenberg
Member

Perhaps that is the case, however, the point is that 100% of the reps spoken to said in both cases stated that the bill would not change or that the discount would be applied in the same fashion as the previous.  That implies to me that every person I spoke to was either too lazy to research the account or was unaware of the Verizon Wireless billing policy regarding data plans and/or individual line fees. If the reps had simply taken the time to state the correct billing policy, I could have made a decision based on fact.  I have also filed a complaint, justified in my opinion, with the BBB siting the fact that I did not receive the rate verbally provided by numerous representatives or licenses dealers for Verizon Wireless.  Therefore, Verizon Wireless representatives misrepresented the plan billing structure.

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Re: You Can't Always Believe What Verizon Tells You!

khouma23
Member

This agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement.-from the customer agreement

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Re: You Can't Always Believe What Verizon Tells You!

tloewenberg
Member

khouma23, thanks for pulling that statement from the customer agreement.  As far as I'm concerned, that validates my issue.  I infer from those two sentences that Verizon Wireless acknowledges that their employees and/or agents for them don't speak for the company. 

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Re: You Can't Always Believe What Verizon Tells You!

pherson
Leader

Actually it does not validate anything.

The discount is a feature, or a "perk" if you will, of the account. Therefore it is exempt and not part of the contract.  So the employees were correct in saying your plan wouldn't change.  Perhaps next time ask how your discount would be applied.  That will save time and aggrevation.

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Re: You Can't Always Believe What Verizon Tells You!

tloewenberg
Member

On second thought, pherson, you make a good point.  Communicating with a company should be viewed like talking to your doctor.  Hit the bottom, then get the details.  And not stopping when you get the answer you want to hear. 

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Re: You Can't Always Believe What Verizon Tells You!

bear350
Member

Well I been Hit hard ,  Back in early November may have been October I got a new Mifi router and wanted to turn it on. I was on the phone with a nice person from Verzion and had a big Problem, And now I can't get any response to all my E-mails to the company to only be told they would contact me in a few days. Well here is what happened to me I have been a Dedicated customer for years and have paid lots of dollars over the years with these services,  I bought a 4510I 4GLTE wireless device and wanted to get it turned on.  So I made a Phone Call to Verizon and this is what transpired,  I got a very nice person on the phone seemed good to me, I asked if I could have this Device turned on, She said Sure Lets see what we can do, " I said Great ",  She got me Info and we went from there,  I am now on an Unlimited Plan at this time for 59.99 a month 3 g at this time,   She says with the 4 g router you have we can give you  another Data Plan for 80.00 a month for 20 gigs P/M, I said that sounds good, But with the 4 G Lte Work She advised me that if it is not now it would be by the end of this year.  I said Great sounds good I seldom to much Bandwidth  anyway But on days I will work on Someone's Computer and may use more,  Anyway I said that was good to me, Well she went to put the order thru and said for some reason it would not go, and I  would not be able to get that package as I was told,  Here is where it gets tricky.  I said what else is available ?  Well there are 2 choices a 5 gig a month for 59.99 or the 10 gig for 79.99 without the 4 g till the end of the year,  I said well I might as well wait until the 4 G is here and keep my current package,  Well guess what ?  They could not go back to my current package the computer would not let them.  Needless to say I had to Drop a line and go with the 10 gig package waiting till the new year so I could at least have the 4 Well as of today I have sent a few emails to Verizon to see if the 4 g would be up soon and No one seems to know anything AHHHHHHHHHHHHHH UGGGGGGGGGG.  So I have been on my computer since the New Year trying to find out for myself what is going on,   I found out that there is a fiber optics that was just installed in our area PFN and has sold a large amount of Bandwidth to Verizon, and it should be up and running soon.   I Hoping any day it turns on so I can feel better about the Deal I have got LOL It doesn't bother me Because there Service is good for wireless here and its all I have.  They need better in House Service so there Techs have Better Info. Because I feel I got a little duped,  But I have to say its Ok, 

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Re: You Can't Always Believe What Verizon Tells You!

tloewenberg
Member

As I hear others, they seem to fall into two, maybe three groups. (1) the buyer beware group, (2) the it's your own fault for not properly following up with more questions group, and the (3) tough 'you know what' group.  I'm more and more convinced that the personnel chartered with providing customer support are compartmentalized into their individual area of expertise and don't have a grasp of the information necessary to address anything outside their area, but they try.  And that's what results in an upset customer.  As nice as the customer service reps are, if they receive a question that they aren't really sure of, they should be referring people to those who are the experts.  By the time you see the terms and conditions, it's too late because in many cases you can't go back.  Say what you will, loyal Verizon Wireless customers, the bottom line is people are being misinformed and the onus is on Verizon not the customer to correct it.  Unless, of course, Verizon Wireless in a position where they truly aren't concerned because they know we're likely not to drop them as long as they provide the best available service.

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Re: You Can't Always Believe What Verizon Tells You!

Not applicable

Unfortunately the people in customer service are reading from a computer screen to assist you. however like the flow charts I use to use when the situation hits the branch off point, the command function just stops. so instead of going to the next path (yes/no) (go to) the terminate command function then kicks in.

A customer rep not allowed to perform a certain function now makes up what you want to hear to appease you and get you off the phone for at least until your next bill invoice. its unfortunate but that is the way it works.

The options are now a mad customer who may leave, or a customer who can be handled and will stay anyway a shame.

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