We were in a Verizon store on Feb 21st because of issues with my phone being tethered. The manager agreed to credit my account and switch tethering to my wife's phone. We've been customers for about six years and have unlimited plans. She added unlimited tethering to my wife's phone and we went home. On April 3rd she got a text warning her that she was at 50% of her usage so I logged on to my account to see what was happening. She'd been switched to a 6GB plan for 20.00 more a month. I called Verizon right away and spoke to customer service. He looked at my account and said that he see what happned and that he'd submit a request to have her switched back. He said he call me on Good Friday to let me know that everything was fixed. I also went to the Verizon store and spoke to the manager who made the mistake. She agreed with the CSR that they'd have to switch it back because she made the error. I called CS late Friday after not hearing from him and spoke to a lady who reviewed everything and said not to worry, they'd have it fixed by Monday and call me then. So today (Tuesday) after not hearing from Verizon again I called for the 3rd time. This guy was the worst of the bunch. He said they hadn't even started to review my request. I asked for a way to contact the department and he said (get this) they don't have phones. Only email. I asked how anyone working for a phone company wouldn't have phones. He said that there was absolutely no way to contact them. After bantering back and forth I asked to speak to a supervisor so I could let my feelings known how poor the customer service was and that Verizon's system for fixing their errors was horrible. He put me on hold for ten minutes and then came back and said that the supervisor wouldn't talk to me. In addition he said my request was denied because even though a Verizon Manager made an unauthorized change to my account I failed to respond within 14 days from the time I got an email. I became pretty upset. I pointed out that their error is what caused it and that because I missed an email shouldn't change the fact that they screwed up. The guy was worthless after that. I even pointed out how silly it was-that if I sent Verizon an email saying that I wasn't going to pay my bill and they didn't respond for fourteen days does that mean I get what I want? They must be very desperate to get people off their unlimited plans because they will lose an account with three smartphones and a regular phone that's been a loyal customer for six years. Why'd they chase me away without fixing an error they made is beyond me. Any suggestions for getting a resolution?
>Edited subject line to make it family friendly<
Message was edited by: Verizon Moderator