Verizon is slipping

[Crude]

Verizons CS has been slipping for a few year, now I've about had it.

I called Verizon to dispute a charge on my bill and I went round house with a person that has no interest in what I have to say, and is just doing their job; for a whole lot less then they should be getting paid. Either way it was impossible to get the person to realize the problem.

The problem. We had a baby, in the ensuing chaos we missed a bill and where charged a $5 late fee. After that I started receiving txt and phone calls to the point where I got fed up with the harassment and called them. I was told I needed to make a payment or may be disconnected. I offered they waive the late fee and I'll make a payment or Verizon can wait till the 23rd ( the due date on the bill I received) and receive a full payment. At no point was I told that the disconnect included a $15 reconnect fee to push that button.
Sure enough I was disconnected on the 15th and got my bill today. I called to dispute the charge and was told that I had the option to pay before then and its policy to disconnect the phones. I could not get the rep to understand that my bill was due on the 23rd and I was disconnected on the 15th.

I guess I wasnt aware that $140 bill was such a huge amount that they couldnt possible risk loosing another $140 so it was easier to disconnect me. In the process they will loose $3500 in the first two years after my contract expires and another $XXXX for the following how ever many years.

After the 6 months it took to straighten out my contract when I first signed up not to mention the 4 phones that I cycled through in the process to get a working one and you couldn't waive a $5 late fee? Im just not willing to deal with this kind of treatment, not for the best network OR the worst network.

Verizon, was it worth it?

 

[euph_22]

Verizons CS has been slipping for a few year, now I've about had it.

I called Verizon to dispute a charge on my bill and I went round house with a person that has no interest in what I have to say, and is just doing their job; for a whole lot less then they should be getting paid. Either way it was impossible to get the person to realize the problem.

The problem. We had a baby, in the ensuing chaos we missed a bill and where charged a $5 late fee. After that I started receiving txt and phone calls to the point where I got fed up with the harassment and called them. I was told I needed to make a payment or may be disconnected. I offered they waive the late fee and I'll make a payment or Verizon can wait till the 23rd ( the due date on the bill I received) and receive a full payment. At no point was I told that the disconnect included a $15 reconnect fee to push that button.
Sure enough I was disconnected on the 15th and got my bill today. I called to dispute the charge and was told that I had the option to pay before then and its policy to disconnect the phones. I could not get the rep to understand that my bill was due on the 23rd and I was disconnected on the 15th.

I guess I wasnt aware that $140 bill was such a huge amount that they couldnt possible risk loosing another $140 so it was easier to disconnect me. In the process they will loose $3500 in the first two years after my contract expires and another $XXXX for the following how ever many years.

After the 6 months it took to straighten out my contract when I first signed up not to mention the 4 phones that I cycled through in the process to get a working one and you couldn't waive a $5 late fee? Im just not willing to deal with this kind of treatment, not for the best network OR the worst network.

Verizon, was it worth it?

None of this is Verizon's fault. You missed a payment, you refused to pay that missed payment (you're lucky it was only $5. I'm shocked it's not alot more). How can you possibly blame Verizon for disconnecting you and charging (again, a completely reasonable fee of $15) to reconnect it.

I'm honestly shocked they aren't trying to invoke some form of breach of contract clause to go after you for hundreds. Oh, and definitely enjoy getting you're credit score trashed over this.

Anyways, what you SHOULD have done is send the $140 (or whatever the billed amount is) you owed them and THEN dispute the late fee (so there is only $5 outstanding from their viewpoint instead of $145). Or just suck it up, pay the $5 for your mistake and sign up for autopay.

 

[Crude]

None of this is Verizon's fault. You missed a payment, you refused to pay that missed payment (you're lucky it was only $5. I'm shocked it's not alot more). How can you possibly blame Verizon for disconnecting you and charging (again, a completely reasonable fee of $15) to reconnect it.

I'm honestly shocked they aren't trying to invoke some form of breach of contract clause to go after you for hundreds. Oh, and definitely enjoy getting you're credit score trashed over this.

Anyways, what you SHOULD have done is send the $140 (or whatever the billed amount is) you owed them and THEN dispute the late fee (so there is only $5 outstanding from their viewpoint instead of $145). Or just suck it up, pay the $5 for your mistake and sign up for autopay.

I totally expected that. That doesn't change the fact that the customer is always right. In this case I'm right or Verizon loosed ~$1600 annually.

btw what kinda of compensation do you think I owe Verizon for 4 defective phones, 6 calls to reclaim equipment that was in their warehouse and me being without a phone for over a week throughout this process?

 

[euph_22]

I totally expected that. That doesn't change the fact that the customer is always right. In this case I'm right or Verizon loosed ~$1600 annually.

When you outright refuse to pay the bill for services rendered, you stop being a customer.

btw what kinda of compensation do you think I owe Verizon for 4 defective phones, 6 calls to reclaim equipment that was in their warehouse and me being without a phone for over a week throughout this process?

Why on Earth would you owe Verizon compensation?
You on the other hand owe Verizon the billed amount for your service, as well as the late fee you agreed to in the contract you signed.

 

[GandalfTehGray]

Try a different rep, some care.

 

[saptech]

Try a different rep, some care.

Yes, try again with a different Rep. It can depends on the rep you talk to and how you talk to the person. Try to hold your tongue and speak nice but firm.

I did some CS work for a cable company and it can make a difference how you approach the rep and how the outcome will be.

 

[wtherrell]

Verizons CS has been slipping for a few year, now I've about had it.

I called Verizon to dispute a charge on my bill and I went round house with a person that has no interest in what I have to say, and is just doing their job; for a whole lot less then they should be getting paid. Either way it was impossible to get the person to realize the problem.

The problem. We had a baby, in the ensuing chaos we missed a bill and where charged a $5 late fee. After that I started receiving txt and phone calls to the point where I got fed up with the harassment and called them. I was told I needed to make a payment or may be disconnected. I offered they waive the late fee and I'll make a payment or Verizon can wait till the 23rd ( the due date on the bill I received) and receive a full payment. At no point was I told that the disconnect included a $15 reconnect fee to push that button.
Sure enough I was disconnected on the 15th and got my bill today. I called to dispute the charge and was told that I had the option to pay before then and its policy to disconnect the phones. I could not get the rep to understand that my bill was due on the 23rd and I was disconnected on the 15th.

I guess I wasnt aware that $140 bill was such a huge amount that they couldnt possible risk loosing another $140 so it was easier to disconnect me. In the process they will loose $3500 in the first two years after my contract expires and another $XXXX for the following how ever many years.

After the 6 months it took to straighten out my contract when I first signed up not to mention the 4 phones that I cycled through in the process to get a working one and you couldn't waive a $5 late fee? Im just not willing to deal with this kind of treatment, not for the best network OR the worst network.

Verizon, was it worth it?

I think most utility companies do that. I had the same experience with my gas company. Just pay the required amount immediately to avoid disconnection. This is just standard business practice. I don't think Verizon is any different.

 

[NYankee]

Let me get this straight. You are upset at VZW and their customer service department because you didn't pay your bill on time? hahahahahahahahahaha


Have you bothered to read your customer agreement with vzw? You know the contract that you sign when you purchase a phone and service from them. If you haven't reviewed it, you might want to take the time out to do so. It's on their website.



Your customer agreement states a couple of things. One you agree to pay your bill on time.



about my payments section


If you're a Postpay customer and we don't get your payment on time, we will charge you a late fee of up to 1.5 percent per month (18 percent per year) on the unpaid balance, or a flat $5 per month, whichever is greater, if allowed by law in the state of your billing address.

You may have to pay a $35 fee to re–activate Service if your Service is terminated , or a $15 fee to reconnect Service if it is interrupted for non–payment or suspended for any reason.


What are verizon wireless rights to limit or end service or end this agreement

do not pay your bill on time;


There is numerous reasons why they charge a 5 dollar late fee. It's to get you to pay your bill on time. It's so they can pay their employees on time. It's so they can pay for their service, the banks, whomever else on time. If everybody who used VZW service paid their bill late, they would be paying everybody late themselves.


There is a reason why there is a 15 dollar reconnection charge. It's because you didn't pay your bill on time and VZW had to pay employees and service to shut off your account. Then they had to pay employees and service for you to call in to make a payment on your account and then have that employee and service reconnect your account. VZW wouldn't have to be paying for all that time, effort and a customer service rep for that process if you just paid your bill on time. Why should VZW lose out on money?



So it's not that the customer service didn't care about your situation, it's about the fact that you were in violation of your agreement with VZW.

 

[NYankee]

I totally expected that. That doesn't change the fact that the customer is always right. In this case I'm right or Verizon loosed ~$1600 annually.

btw what kinda of compensation do you think I owe Verizon for 4 defective phones, 6 calls to reclaim equipment that was in their warehouse and me being without a phone for over a week throughout this process?

You broke your agreement with vzw. The defective phones are not VZW's fault, they provide the service. You are unhappy with the phones? Take it up with the manufacturer.


customer agreement
Disclaimer of Warranties

We make no representations or warranties, express or implied, including, to the extent permitted by applicable law, any implied warranty of merchantability or fitness for a particular purpose, about your Service, your wireless device, or any applications you access through your wireless device. We do not warrant that your wireless device will work perfectly or will not need occasional upgrades or modifications, or that it will not be negatively affected by network–related modifications, upgrades or similar activity. If you download or use applications, services or software provided by third parties (including voice applications), 911 or E911, or other calling functionality, may work differently than services offered by us, or may not work at all. Please review all terms and conditions of such third–party products.






Yup, it's VZW's fault that your phone from some company doesn't work properly. Not once did you blame the Manufacturer. Nope you blamed the service provider.




That would be like me blaming Comcast or Direct TV because my Vizio, Sony or Panasonic HDTV doesn't work properly.

 

[NYankee]

Customer Agreement | Verizon Wireless


This is for you crude. Everything you are complaining about, you signed up for. You weren't told about any of this? I guess it's VZW's fault that you sign up for a contract without reviewing it.

 

[jova33]

Sometimes Verizon has been helpful. My paycheck was f-ed up for like two months. I was getting $0 paychecks.
Anyway, Verizon cut off my service, I called and explained, they turned it back on. Next month same thing. They let me slide without paying for two months.
Of course I had like a $400 bill the next month.

 

[euph_22]

Customer Agreement | Verizon Wireless


This is for you crude. Everything you are complaining about, you signed up for. You weren't told about any of this? I guess it's VZW's fault that you sign up for a contract without reviewing it.

Most of the stuff you shouldn't even need to be told about. You can ASSUME Verizon wants you to pay your bill, will stop providing you service if you don't and will fine you for their hassle, and should take it upon you're self to check out what these terms are in the contract.

 

[breynolds007]

Step back and realize the problem was YOU missed a payment. Yes, maybe Verizon could be a little more understanding about your situation, but you admittedly made the mistake. Take it as a lesson learned and move on. No company is perfect, but Verizon offers the best customer service and coverage in the industry.

 

[bberryhill0]

Verizon offers the best customer service and coverage in the industry.

Unless you live in the country. USCellular has better coverage in rural areas.

 

[Rolo42]

- "The customer is always right" is a philosophy, not a fact--and I'm sure it isn't a widely-accepted philosophy since customers tend to use that to justify anything

- You broke your agreement but VZW didn't break theirs. When your contract comes up for renewal, you can negotiate credit for the reconnect charge at that time if you are actually prepared to leave VZW

 

[la sal]

Unless you live in the country. USCellular has better coverage in rural areas.

I assume I roam on US Cellular when I am in rural Wisconsin.

 

[jova33]

I assume I roam on US Cellular when I am in rural Wisconsin.

I didn't know I was roaming, but my signal sucked, so I dialed *22899 and I got US Cellular's update service. Weird.

 

[la sal]

I didn't know I was roaming, but my signal sucked, so I dialed *22899 and I got US Cellular's update service. Weird.

My dropdown menu says extended coverage but at times there will be no roaming symbol.

 

[NYankee]

- "The customer is always right" is a philosophy, not a fact--and I'm sure it isn't a widely-accepted philosophy since customers tend to use that to justify anything

- You broke your agreement but VZW didn't break theirs. When your contract comes up for renewal, you can negotiate credit for the reconnect charge at that time if you are actually prepared to leave VZW

Not going to happen. All charges on the account are final after 180 days. Per the customer agreement with vzw.

Customer Agreement | Verizon Wireless

If you're a Postpay customer, you can dispute your bill within 180 days of receiving it,