VZW Data Roaming Charges

[mikeylanga]

Hi All,

Does anyone have experience with VZW dealing with data roaming charges? I recently returned from a cruise overseas and apparently I unknowingly had my data roaming capabilities left on. I didn't use my phone during the trip (no calls/texts) other than carrying it around as a clock/camera. I logged into my account the other night to pay my bill, and I was shocked to see an $850 charge for data roaming. I was told that the phone attempted to access data via searching for signal and background application usage. I can't really afford to pay this bill in full. When I reached out to customer service, they didn't offer a payment plan or anything of that nature.

So if anyone has any experience or connections with VZW (specifically, their billing dept.), I would greatly appreciate any help or advice you could provide. I know it may be wishful thinking, but I'm praying that they could somehow waive the charge for this one time. I've been a VZW customer for 11+ years and have never asked them to waive any of my charges before.

Sincerely,
Mike

 

[VZW_CS]

Hello mikeylanga! Not a lot of fun to return to from vacation to a large phone bill. I’m sorry that happened. You mention in your post that it wasn’t until you logged into your account to pay your bill that you became aware of the charges. I’m surprised to hear that! It is the policy of Verizon Wireless to send free text messages to customers travelling internationally (such as on a cruise ship). The service is called Global Data Roam Monitors, and they are sent when customers reach the $25, $50, $150, $250, $500, $1,000, $2,000, and $3,000 (and every $1,000 thereafter) thresholds in Global Data Roaming usage. It appears that you missed your alerts. The charges that you see on your bill are valid, so there would not be an opportunity to waive them in full. However, if you like, I can review your account to see what other options we can offer. If you’re interested, please let me know. Thanks again!

DionM_CS
Please follow us on Twitter @VZWSupport

 

[vzwCUSTOMER]

Wow, after 11 yrs waiving at least half of the bill should be no issue especially if their bill.has never been that high. I guess having worked for The Ritz Carlton after working at several cell phone companies made me realize how poor the csvc is. Loyalty deserves rewards, it costs more money to get new customers than it does to retain old ones by SOMETIMES making exceptions.

 

[butthead007]

Wow, after 11 yrs waiving at least half of the bill should be no issue especially if their bill.has never been that high. I guess having worked for The Ritz Carlton after working at several cell phone companies made me realize how poor the csvc is. Loyalty deserves rewards, it costs more money to get new customers than it does to retain old ones by SOMETIMES making exceptions.

I am amazed you signed up just to make this post.

On the flip side, you have to be over the age of 18 to start a cell phone contract. So, what you are stating is that people have no accountability and ownership for their actions provided they can prove "loyalty" to the brand. Really? Seriously?

You're absolutely correct it costs more to gain new clients than it is to keep existing ones. Then again, there are existing ones that are a drain on finances as well. Remember when Sprint terminated that group of customers for calling in too much? Some customers are way too costly because of their irrational and quite unreasonable demands.

If you worked at several cell phone companies, then you probably worked for an outsource vendor and I am going to leave it at that due to having some very strong opinions.

Good customer service is not about kissing the customer's ass. Its about coming up with a win-win for both the customer and the company. At some point, adults need to assume responsibility and accountability for their actions. Go in to the grocery store you've been going to for 14 years and inform them as a 'loyal, longtime customer' you are only paying 25% of whatever rings up on the register and let me know how it works out. I am quite confident the Ritz Carlton is not as casual in their comping as you make them out to be.

I strongly suggest you visit: Funny & Stupid Customer Stories – Not Always Right for some evidence about how big corporations are always wrong and customers are always right. Really...