21stNow's answer is correct; Verizon Wireless offers free phone calls to customer service using the (611) phone number, not the toll free number. It works the same with emergency services. If you call the dispatch center with your area code, it will charge you, but if you use (911), it will not.
Always use (611) while calling Verizon Wireless Customer Service, or you will be charged for the call.
This is 100% ethical, as the company is not forcing you to call the non-free number, that is your own choice.
I was reading the OP's post as that they are getting charged for the minutes used whenever they call the Verizon Residential customer service 1-800 numbers.
Although I can't imagine how many minutes and calls on hold that could cause a person to go over their minute allotment.
Maybe the OP could consider increase their voiceplan to the next higher level and back date the changes if needed to prevent any overages.
The *611 number to Verizon Wireless Customer Service is listed everywhere from just above the remittance slip on the bill to the "Contact Us" section at the top right of this website. Just as the VZW rep wrote rightly, they have not acted unethically for they offered multiple options to contact them without charging you minutes. More than this, VZW does not hide the toll-free number from their customers.
The site is ridiculously easy to navigate in many respects, outside of the slowness I experience while on it. If my pupose is anything pertaining to sales, it is under "Shop"; if it is anything to do with my account, it is under "My Verizon"; if anything to do with troubleshooting or help with the device, account, or services, it is under "Support". More than this, I can find general information under "Explore" and information pertaining to the legal stuff at the bottom of the page. While I am generally cynical about the general intellectual and reasoning capabilities of the American people, navigating the Verizon Wireless site is mostly as easy as catagorizing the specific need you have by the general term it would fall into based on the four options available.
I must compliment you on your obviously high intelligence! It must be
wonderful to have such a lofty intellect and so much time to burn at the
same time pecking at me about my opinion, since I believe this is your
second (if not third) useless email. Your obvious passion leads me to
believe that you are a Verizon employee; that being said, I am discussing
this in terms of best business practice, don¹t you understand? This is a
snarky way for Verizon to treat their own customers; that is my opinion,
and I am sticking to it. I have burned many expensive minutes on hold with
Verizon (and my CELL is ALL I have to use - *611 only applies to cell
issues), only to have the person come back and give me the correct number I
should have been calling; although I have called the number to which I was
directed on my bill for my particular area of concern (such as bills I have
paid that are showing up unpaid in my Verizon online account), they seem to
change their service numbers as often as they forget my registration
information when I attempt to log in to my account. I have found the
Verizon website to be unreliable and cumbersome, but that¹s just me (keeping
in mind that I am a consumer of SEVERAL Verizon products (business, two ISDN
lines, Internet and Fios, as well as cell service), so, my dear Verizon
cheerleader and web genius, my problem is a little more complicated than you
first assumed. Each section of the company seems to be a separate entity,
and this can create expensive chaos for customers. Now, please if you¹re
so intelligent, please go do something with your time that suits your
particular genius and deep understanding of others flaws. Emailing me again
on this subject will be a waste, since I will be deleting any further
contacts from you; I welcome opposing opinions or genuine attempts to
discuss, but you are not a very nice person and I urge you to dump your
nastiness somewhere else.
On 2/26/12 12:30 PM, "CharmingPhlsphr" <firstname.lastname@example.org>