|Canceling Your Wireless Contract|
Laughing All the Way
Hall of Shame
VERIZON'S AGGRESSIVE SALES TECHNIQUE On about 7/25/02, my 16-year old son
received a phone call from Verizon sales on a new phone line that we had
had put in for him to use, primarily for dial-up internet use.
Significantly, Verizon had recently installed this phone line, and very
few people knew the number. The Verizon call was a hard sales pitch for
Verizon Internet DSL. The female caller asked my son his name, and he gave
it to her, rather stupidly. The woman said that we had requested DSL
service - a lie. When my son realized what the phone call was about, he
told the caller that we were not interested, and hung up. On 8/1/02, UPS
delivered a large package addressed to my son from Verizon. I opened it,
not knowing what it was. It turned out to be unsolicited DSL equipment,
forced on us by Verizon. A letter accompanying it, from Michael Bolduc,
General Manager & Director, Consumer Services, thanked us “for making
Verizon Online DSL your superfast connection.” And….”depending on what
point during the billing cycle you signed up…., your first bill may be
higher than expected. But don’t worry, by the very next bill it will
reflect your normal monthly rate.” All in all, I spent 2 ½ hours of my
time, mainly on hold after dialing toll-free numbers, to rectify Verizon’s
aggressive and deceitful sales tactic. The first Verizon person I spoke to
told me that it was impossible that such a call had taken place, that we
MUST have requested DSL. A second person I spoke to said that he could
tell from information on his computer that we had not requested it, and
that mine was the second similar complaint he had fielded. Finally, the
third person I spoke to cancelled the bogus order. I asked for UPS to pick
up the package. She said that that was not possible, and that I would have
to take it to a post office! So not only did I waste 2 ½ hours on the
phone trying to rectify the whole situation, but Verizon expected me to
waste more of my time hauling an unsolicited package in this heat to a
post office to send it back to them! And I just loved it when every person
ended a call with “Thank you for choosing Verizon.” I kept saying, “But I
didn’t!” When I requested a supervisor, the third person I spoke to told
me I would have to call back because her supervisor—Terence Hynan--was not
available. I said I wanted him to call me because I was tired of calling
toll-free numbers and being put on hold. Terence Hynan did not call me
that day. So I called again the next day, holding for one hour. I finally
spoke to one James Owens who agreed to have UPS pick up the package from
my house. I have wasted so much time on this that I thought it was worth
wasting a little more to send out some complaints about Verizon’s sales
tactics. I don’t believe I’m the only person that had this happen to them.
- Why would we want Verizon DSL when we had just had Verizon put in a
second phone line for dial-up internet use? - Why is Verizon aggressively
sending out unsolicited DSL packages? - Why is Verizon sending out
unsolicited packages to minors? - Why are they insisting that we called
them when they called us? - Why don’t supervisors call back? - Why should
I have to take back a UPS package to the post office for Verizon’s
convenience? - Why is it so easy to order DSL, but next to impossible to
cancel it? Want to bet that I still get a Verizon bill for DSL and have to
spend hours getting it cancelled? Want to bet that UPS never picks up this
package, and I get charged for it? Enron, Worldcom, Verizon…What’s the
difference? A disgruntled ex-customer in Virginia.
- Friday, August 02, 2002 at 19:31:32 (EDT)
IN JULY OF 2000 MY DAUGHTER AND I WALKED UP TO A VERIZON WIRELESS BOOTH AT THE MALL IN EL CAJON CALIFORNIA. THERE WAS A SIGN ON THE COUNTER THAT SAID IF YOU SIGNED UP FOR THREE PHONES YOU WOULD GET FREE "UNLIMITED" NIGHT AND WEEKEND AND THREE FREE PHONES. SO AFTER ASKING THE SALESMAN THREE TIMES IF IT WAS FOR SURE "UNLIMITED" NIGHT AND WEEKENDS I SIGNED UP. I ASKED WHERE ON THE CONTRACT IS IT STATED THAT IT WAS UNLIMITED, HIS RESPONSE WAS THAT THE "CODE" HE WROTE DOWN WOULD LET THEM KNOW THAT IT WAS. SO AFTER ABOUT THREE MONTHS I NOITICED THAT MY BILL WAS GETTING REALLY HIGH. AT FIRST I THOUGHT IT WAS BECAUSE MY DAUGHTER HAD BEEN IN THE HOSPITAL ALOT AND I HAD CALLED DURNING PEAK TIMES. SO WHEN THE NEXT BILL CAME AND IT WAS EVEN HIGHER I CALLED TO SEE WHAT WAS WRONG. THAT WAS AT THE END OF NOVEMBER 2000. I WAS AT THAT TIME TOLD THAT I DID NOT HAVE "UNLIMITED" ANYTHING!!!! SO THAT IS WHEN I STARTEDING TALKING TO EVERYONE AT VERIZON THAT I COULD. THEY ALL TOLD ME THE SAME THINGS, THAT I WAS NOT ALONE THAT THIS HAPPENS ALOT BUT THAT THE SALES PEOPLE AT THE BOOTHS IN THE MALL DO NOT WPOK FOR "VERIZON" AT ALL THEY ARE SUBCONTRACTORS. I REALLY DONT CARE!! THEY ARE THERE REPERSENTING VERIZON!! I MUST HAVE TALKED TO 10 DIFFRENT PEOPLE. NO ONE WOULD HELP!!! I FILED AN APPEL WITH THE APPELS BOARD. THEY SAID THERE WAS NOTHING I COULD DO BECAUSE I SIGNED THE CONTRACT. THEN IN FEBUARY ONE OF THE TV STATIONS DID A SEGMENT ON VERIZON IN THE MALL IN EL CAJON. THEY GOT THEM ON CAMERA LIEING TO CUSTOMERS. I CALLED THE STATION AND THEY GAVE ME A NUMBER OF SOMEONE THAT WOULD "HELP". I CALLED THIS PERSON, PHIL FREEMAN, HE THEN TOLD ME HE WOULD GET ALL THE CHARGES TAKEN OFF MY BILL THAT I "WILL" HAVE UNLIMITED WEEKENDS UNTILL MY CONTRACT WAS UP. SO I DIDNT WORRY ABOUT IT I THOUGHT HE WAS TAKING CARE OF IT. WHEN I GOT MY NEXT BILL IT WAS INSANE!!! SO I CALLED PHIL AGAIN AND HE TOLD ME HE WAS TAKING CARE OF IT AND TO CALL BACK NEXT WEEK. I CALLED EVERY WEEK FOR THE NEXT TWO MONTHS. HE NEVER DID ANYTHING!!!!! SO NOW THIS IS ON MY TRW. VERIZON IS A NIGHTMARE!!!!! BECKY GRISSOM 619-443-4979
- Friday, August 02, 2002 at 16:44:36 (EDT)
Verizon's DSL software blew away my Windows operating system. Their tech support couldn't help, though I spent a good amount of time on the phone with them. I got Windows restored myself but my computer no longer recognizes that it has a an internal dial-up modem, so I can't get Internet access. (This is my business machine. I'm self-employed and do all my work on it.) Microsoft spent two hours trying to help and couldn't fix it. Now my machine is in a computer repair shop and I'm working on an old clunker. I called Verizon DSL and said hey, you should pick up the bill for my repair. They sent me from department to department, put me on hold for 30 minutes at a time, and gave me the runaround before they finally said no, we can't do that. They claim there are NO TECH SUPPORT NOTES to validate my claim. Gee, did they vanish into thin air?
- Thursday, August 01, 2002 at 21:45:50 (EDT)
I worked for Verizon Wireless for a number of years. Something for all of you to take notice of. All of the web sites for Verizon Employees making a statement against Verizon Wireless have been suppressed. You can use any of the search engines on the net and look up any variation of employee class action verizon, or verizon wireless. The sites have been cancelled or cached and none of the links work. Think about it with the wireless part of verizon, every mistake on your account creates cash income for the company, and the company has the expectation that many of it's customers don't know enough about billing to catch most of the problems and will never call in to have it credited. It's just a matter of the old 80's style cost benefit analysis. In the time i worked for verizon wireless i was never audited for the credits i gave out because the credits i gave out never matched the amounts the company was making off of the same problems that were never called in for. One last thing to think about verizon wireless as the largest wireless company in the United States, it's not because they earned your business - they bought you.
- Thursday, August 01, 2002 at 17:22:23 (EDT)
I have the same story. They were suppose to put me on a plan so I wouldn't go over my minutes. I paid over $1000.00 in 6 months, they credited my account with $1200.00 and I still owe them over $1300.00. Now they are tacking on interest charges and I owe them over $1700.00. Does anyone have the number for the class action suit? I lost the postcard sent to me. email@example.com
- Thursday, August 01, 2002 at 12:50:43 (EDT)
I am trying to disconnect an extra line I got from Verizon. I found a webpage with 10s of Verizon phone numbers in the area but no one picks up on each number! Does anyone know the number to these people?
- Wednesday, July 31, 2002 at 13:52:49 (EDT)
my first bill was for $844 for the first two mths. they put me on the 550 min plan when i ordered the 2000 plan. after 1 hr on the one they said they would correct. next thing i know my line is disconnected. so i call again they reconnect and say dont pay the bill we send a new bill. the new bill was for $1400 they still have me on the old plan. is this one of the ways verizon mistates their revenue? is this what worldcom did? even though i have verizon service my phone says worldcom on it so i assume they must contract their long distance through worldcom. anybody else? firstname.lastname@example.org
- Monday, July 29, 2002 at 16:21:44 (EDT)
I was billed for $800.00 dollars for a bill that Came out in August 2001 I was then sent a letter stating that the payment were received and 6 months later(2002) I received another letter stating that I was 120 days late for payment, and it was placed upon my cedit report and I've been have a hard time with my credit every since. If someone out there read this and knows how I can get there ass back for this please feel free to put some type of information in a story so that I can get the money back clear my credit and get out of the contract with verzion forever I will be very greatful. Thank you A TREATED UNFAIRLY COSUMER
- Monday, July 29, 2002 at 00:44:32 (EDT)
I asked for service with Verizon with understanding that if the service did not work in our remote area, I could cancel within 30 days. rec'd phone 8/27, service did not work, cancelled service on 9/4 and returned phone via Verizon provided UPS label on 9/6, rec'd RGA (return good authorization, returned phone, paid for very temporary service used. THEN began getting statements for service that we had not used. Contacted them by phone, mail and local service center. By their admission, found that Verizon does not track their RGA # or the merchandise returned to them. They have no way of knowing which UPS label they enclose with which package for return. Poor excuse!!! Continued to be billed for service. Bills totalled over $350 and they turned it over to collection for services that we had never received. Was lied to by both Verizon and ETS, their collection service saying that the charges were removed and they were not. Have bad mark on our credit rating which Verizon and ETS will not remove. Requested correspondence saying the charges had been removed and have never rec'd a response even though I have mailed proof of delivery of the phone returned to Verizon by UPS and have the confirmation of cancellation of service along with employee names whom I talked with. This is a total nightmare. Misery loves company, I guess, but I thought I was the only one they had done this to.
- Saturday, July 27, 2002 at 11:57:19 (EDT)
I have something positive to say. Ready? I love, absolutely love, our satellite service. During 1 in 5 storms it goes out for a couple of minutes and then IT COMES BACK ON ALL BY ITSELF! I don't have to make a call and explain the trouble is not with the MY LINE, I can see the tree laying on the wires in the road. The satellite company we use hires intelligent sweet people to assist their customers. Our requests are met in real time. Meaning our new services are done right then while we are on the phone. It's frightfully wonderful. When it comes to computer service, mobil phone service, etc. I will consider satellite when our jail term contracts are up.
- Friday, July 26, 2002 at 15:15:40 (EDT)
WE had A house fire Jan 28 2001 we lost every thing. I had lived in the house for 32 years, lost my husband in86 and I am on disability. My daughter her husbad and grand son moved in 6 monyh befor the fire and they lost every thing too.we had to get anew phone number. and my daughter took care of the phone bill but it keeps getting biger every month. it has been as high as 500 dollors and it is at least 225 every month. when my daudhter would call the company they could not give her a stright answer as to why it is so high. is there no help any where for this RIPOFF???????
- Monday, July 22, 2002 at 14:46:19 (EDT)
I maintain an apartment in a city in a neighboring state where I work part-time. Verizon is the only telephone company of choice. I had the telephone for over two years and during that time I shared the telephone number with someone else. Callers for person I shared the number with, received dozens of calls each day-- and some of them from not very nice callers. It was information from these callers that I discovered Verizon continued to publish my number in their telephone books under someone else's name. For over two years I intermitantly called Verizon Customer Service and complained. They laughed, they scoffed, they threated me and made fun of me. All the while I received daily and very unprofessional calls from their telemarkets. I called Customer Service repeatedly about this, requesting that the calls be stopped. They would begin at 8:30 A.M. and continue, until 9:00 P.M. Sometimes I received 3 or 4 call in one day. The calls continued. Now I know that under the Telephone Consumer Protection Act of 1991, I could have sued for $500. Finally, I received a bill in January for long distance calls I had allegedly made in September. Also, calls made on the bate and switch $.99 numbers had suddenly turned into $15.00 per minute calls. I have written to "real" people at Verizon but the only response I get are from collection agencies threatening judgements. This seems pretty typical-- as reported on 60 Minutes in a June 2002 piece about how the telephone companies are cheating the public. I intend to keep complaining and fighting. The problems we have now with telephone companies are far worse that what existed before deregulation.
- Saturday, July 20, 2002 at 11:47:30 (EDT)
To those of you still suffering. Remember all those ads a few years back telling you how bad Satellite is? Remember how you were told you could never live without your local programs? Those ads were brought to you by the Cable companies. Why did those ads come on all of a sudden in such frequency? One word: Satellite! Not just satellite, but small, easy, affordable satellite. This is called "competition" and viable competition at that, not the huge monster dishes that had been available for years. Well, let me tell you what that is. That's called FEAR in it's purest form. Fear of competition. For over 20 years the cable television companies have had a monopoly. Monopolies are ALWAYS bad for the consumer. I noticed how they REALLY jacked their rates for cable when the DirectTV and Primestars came out. They knew their days were numbered. Well, this long diatribe is really not off-topic, you see. What we have here with Verizon is a monopoly. In my area it is the only game in town as it is in many other towns. They can get away with shoddy service and rotten customer support until the competition comes. Then you will see the biggest, best, most all- encompassing improvement they have ever undergone, and it will happen lightening-fast too. It will be amazing!! Hang in there guys! The competition is coming! Rugged C Guy Indiana USA Verizon Customer not by choice.
- Friday, July 19, 2002 at 03:05:24 (EDT)
Here were my problems with Verizon: overbilling billing for services I never requested (Mobile Web for my 72 yrs. old mother) My father cannot use his cell phone inside his own house. It does not work. They claim there is no signal, but I have Verizon (same as my mom) and they both work. Verizon got my account all wrong, and I was told I was not authorized to discuss my own account. There were problems with billing, etc. A couple of weeks later a representative called me to "make sure I was receiving quality service", and when I started to explain my complaint, he told me that he was not taking my complaint because his only job was to "read from a 'high quality statement'". IN other words, I had an idiot call me at home, read from a paper about the great job Verizon does, and its commitment to quality, but he could not even listen to my complaints. I refuse to pay early termination fee, I cannot wait for my contract to expire.
- Thursday, July 18, 2002 at 09:18:30 (EDT)
I made the HUGE mistake of ordering Verizon's DSL when it first came out a few years ago. Their slogan at the time was "always on" and it was like "always off". I was grateful to see when people started filing lawsuits because it made them drop that lame motto. Anyway, I would get my mail 3 days late, could hardly ever surf when I wanted to, and even I did get a chance, the speeds were ridiculously slow. I think what bothered me more than anything is when I tried to switch services, they did everything possible to make it difficult for my new ISP. I knew it was Verizon pulling their typical sabotage routine, and sure enough when I threatened to call the PUC and said that I knew a few people, things cleared up right away. There should be serious fines for things like that!
- Sunday, July 14, 2002 at 21:31:06 (EDT)
I have had Verizon Wireless service for one year. I was very unhappy right from the beginning (poor service, no service, dropped calls, etc.) but could not do much about it because I was on a cross country trip. During the trip and when I came home in September, I called to complain. I couldn't cancel without paying the Early Termination Charge (ETC). But at least I had only signed up for a year! When I called to cancel I was told I had a two year contract. If the CSReps had been helpful, I might have upgraded my phone, and stuck it out. But the CSRep nightmare that followed made up my mind for me. I needed to get rid of Verizon. I requested a copy of the contract I supposedly signed, but Verizon couldn't produce one. This, however, did not get me off the hook. Only if I had complained more, or had stopped using my phone. One rep, Mark, actually agreed with me that I should not be charged the fee but the poor kid didn't have any authority to say so and was yelled at by his supervisor. Anyway, I told them to make a notation that I did not agree to pay the ETC and canceled. I am now with AT&T but I am afraid that the experience will not be any more positive. Unfortunately, big business in America seems to have a lisence to steal.
- Tuesday, July 02, 2002 at 17:47:45 (EDT)
Late the other night I left a friend's house in Brooklyn, NY. I walked over to the bus stop to check when the next bus was leaving to take me home, but since I wasn't wearing a watch and there was nothing open in the neighborhood surrounding me, I wasn't sure if the 12:38 bus had come and gone or if I could still catch it. It was the last bus before 4:00 AM, so I really wanted to know; if I had missed it, I would call a cab immediately. So I went over to a pay phone, dialed "0" for the operator and politely asked a Verizon employee for the time. She said, "I'm sorry, ma'am, but I am not authorized to tell you that information. I can give you the number to call for the correct time, but it will cost 50 cents." Incredulous, I explained that I was a young woman standing alone on a dark corner in Brooklyn, and I just needed to know what TIME it was so I could either wait for a bus or call a cab. She repeated rudely that she could not give me that information, and that anyway, she didn't know what time it was in New York. I said, "It is past midnight. All I need to know is how many MINUTES past midnight it is so that I can catch a bus, and you are telling me that you will not give me the TIME of DAY?" "That is correct, ma'am." I demanded to speak to her supervisor, also a woman. When she asked me how she could assist me, I explained very clearly: "I am a young woman. I am standing ALONE on a DARK corner on a street in the middle of deep Brooklyn, trying to get home, and I just need to know what TIME it is so I can get on a BUS, and your so-called "customer service" representative would not give me that information." She said, "That is correct, ma'am-" and she began to try to explain the logic behind that policy. At that particular moment, I did not want to know that logic (though I'm dying to know now..). I wanted to know the TIME, and I interrupted the supervisor and made myself clear once again, this time raising my voice because the LAST thing I wanted to do was stand on the street in the middle of the night arguing with Verizon about their ludicrous policies- I just wanted to go home. The supervisor reprimanded me for losing my temper, instructing me to calm down, and finally, exasperated, she said, "It's 12:35, ma'am."
- Tuesday, July 02, 2002 at 10:55:48 (EDT)
I have posted three messages on this page—because that is how often Verizon screws up. I cannot cancel my service with them until January 2003 because I have a business contract. To help you avoid the problems I've had: (1) Don't get DSL within two months of getting a new phone line installed, (2) don't change your phone number for any reason once DSL is installed, (3) don't believe that you will ever see the download or upload speeds advertised, (4) because you won't get the speed anyway, definately do not pay for "upgraded" DSL, (5) don't use Verizon Web Hosting for any reason, (6) don't expect your local Verizon Office to be able to help you with anything (including billing, DSL, and repairs). Just a month ago both the phone and DSL went out during a rainstorm. The Verizon rep on the phone insisted there was no problem with the lines. I went to neighboring customers and their phones were out as well. The following day Verizon still insisted it must be a problem with my equipment. I called a lawyer and a half hour later the phones and DSL in the neighborhood were restored. Between this, non-existant refunds for services not provided, DSL disasters, billing problems, activation problems, the non-existant Verizon Web Hosting services, and the amazingly rude service representatives that I have encountered 80% of the time (I actually caught some of them lying!)—I would recommend to anyone to use another service provider. I am not alone, as members of my family, friends, and other business owners have encountered problems as well.
- Saturday, June 29, 2002 at 15:46:54 (EDT)
...obviously the "rigorous training process" does not include spelling, punctuation, or grammar. Perhaps it should include a basic evaluation to determine if the person applying for said job in "customer service" material.....This person is not. ....."assistance" contains 3 "s"'s .....it is "incompetant" and fianlly, I don't know why yo do "hwat" you do for a living, but if I were so unhappy, I would look elsewhere. "This is to defend the Verizon Directory assitance operators. Having been an employee for the past 3 years, I have to say it's not the easiest job. When you dial 411 so many people are confused with what really goes on. HERE ARE SOME HELPFUL HINTS... 1.-> When you are asked "What listing?" This means what are you looking for. Not where you think it's located, or what you think the name is. And it surely doesn't mean, please be as rude as you can to the person on the other side of the line waiting to help you. 2.-> We do not speak 50 different languages, and we are not required to! welcome to America. We speak english here. We also are not responsible to know how to spell your cousins husbands last name, YOU THE CUSTOMER MUST KNOW SOMETHING IN ORDER TO RECEIVE DIRECTORY ASSITANCE. 3.-> WE ARE NOT INCOMPITENT!!! RELAX!! BREATHE! THINK ABOUT WHAT YOU'RE LOOKING FOR AND DON'T BELITTLE US. THE MORE INFORMATION YOU HAVE THE FASTER WE CAN ASSIST YOU. 4.-> IF YOU'RE PLEASANT....WE'LL BE PLEASANT!!!! 5.-> There is a rigorous training process to become a 411 operator (whether you believe it or not) We may not all practice the proper ways in handling a customer, but I know my coworkers and myself do. We can not control the other employees or how they handle customers!! 6.-> Don't dial 411 if you don't have a name or don't know what city it's in, our database only allows us to retrieve information with certain SPECIFIC pieces of information. 7.-> PLEASE HAVE A PEN AND PAPER HANDY. YOU'RE REQUESTING A SERVICE AND YOU DON'T LIKE TO BE PUT ON HOLD...WELL NEITHER DO WE!!!! 8.-> WE CAN NOT CONTROL IF YOU RECEIVED THE WRONG NUMBER, WE WILL GLADLY CREDIT YOU IF YOU CAN TAKE A BREATH AND STOP YELLING ABOUT HOW INCOMPITENT WE ARE. 9.-> BEFORE YOU CURSE US OUT....THINK ABOUT WHEN YOU'RE AT WORK AND HOW YOU FEEL WHEN SOMEONE REEMS YOU OUT FOR NO REASON. 10.-> THIS IS OUR JOB, WE DEAL WITH OVER 1000 CUSTOMERS A DAY, WE'RE SORRY IF WE DON'T SAY THANK YOU TO EVERYONE BEFORE SENDING A NUMBER, BUT DID YOU THINK TO SAY IT TO US???? Finally....THIS IS HWAT WE DO FOR A LIVING.....WE ARE NOT OUT TO GET YOU, WE COME TO WORK EVERYDAY WITH MANAGEMENT UP OUR A** JUST LIKE YOU DO. HELP US AND WE'LL HELP YOU!!!!!! " - Thursday, April 04, 2002 at 22:00:38 (EST)
- Monday, June 24, 2002 at 13:27:20 (EDT)
I dont know what all of your cry babies are carrying on about,,, but my verizon wireless service has been great... any questions I need answered.. they do it with pleasure... any problems on my bill.... they fix it...no questions or arguments. Maybe people should be a little more aware of what they sign and how they ask to have a problem solved.... NOOOOOO company wheather it's Verizon or any other big company is going to please you cry babies... so either open your own company or shut up and deal with it.... If you dont like the service then get out.... That's what I did when I had Voicestream... I felt the service was horrible so when contract was up ... and they wanted me to renew... I politely told them why I wouldn't be and hung up... Stop crying ... face it... nothing or anyone will please your crybabies so... get over it... BOO HOO!!
- Sunday, June 23, 2002 at 21:34:41 (EDT)
During move/marriage we had "bill confusion" and overpaid a final bill for a disconnected cell phone. Our mistake. We overpay our bills quite often because of travel, etc. Seems reasonable, refund the over eager responsible clients their money right? In all seriousness, it was easier to get a refund from the bankrupt electric company. I was very patient at first. Calling, asking for help, "please send the balance due from the final bill. We made a mistake and sent in too much..." I would ask them how much they owed me and they were very confused, eventually telling me I would receive my credit in 30 days... My patience was waning. After 4 months. The third time I phoned, I was treated with extreme suspicion and was verbally abused. There was an eluded reference to “fiancée” like the payment was made in error to my account from some random person. Somehow I found out about it and was calling to defraud Verizon. (?) I would need to supply the cancelled check. Like we didn't really over pay. Like $118.00 is the big scam!! Woo Hoo Verizon, I have could buy half a meal for that price. Figuring the associate was just a bad apple I hung up. Called back 1/2 hour later, not because I waited that long to call, it was the hold time.... the phone was answered by one that was willing to talk a lot about the notes in my file!! She says she can see the payment made, “but, the payment isn’t really showing it is but not really hmmmm I can see that it was credited but I cannot really see that it was…” I was eager to keep her talking, “What do you mean you can't really see it..” She found it in the notes, something about my calling and it going to supervisors and they weren't sure what to do about it and she abruptly stopped talking to me. “But it was deposited!” I already knew this because I have the cancelled check. So, I asked how do we get this done, she got nervous put me on hold and disconnected me. Can you hear me now? So, I began calling and asking for supervisors, DON’T EVER DO THIS!!! They are meaner and sneakier than the associates. Not one person would commit at this point that a refund was forth coming. Then I asked a supervisor how I could talk to the refund department, DON’T EVER DO THIS either. Because I was asking for the department that would not issue the refund, I must be a criminal. There was no phone number given but I could fax so n so. So I did. I faxed her copies of all of my complaints to the following: The BBB in their state, the BBB Online, FCC, FTC, PUC, News channel advocate, and not one copy of a cancelled check because of principal. Then I emailed all sorts of mucky mucks that I could find on their web site executives in HR, PR (HA!), random important internet departments just for fun. I left voice mails in their, “Talk to the executive office voice mail”. Who knows where that led. I had to send the fax again because I specifically mentioned phoning me regarding the situation so it could be resolved. The associate handling my “CASE” faxed back saying, “We do not talk with customers, you will need to call customer service” I hope she is not a breeder. I mentioned in my second fax to her that she needs to read the following pages to her supervisor because I was not going to take her call. I was pretty proud of that response because it felt like I was a Verizon Employee! One week later I received a call from the first competent person. She did ask for a copy of the cancelled check. I said NO WAY! What are you going to do with the account number? I was too scared. I mentioned that several “Customer tolerate you reps” had seen the credit on my account and knew it was due to me, so issue it and get this over with. At this point it was just too much fun. She did issue the correct refund, and a received a follow up call to ensure I received it. She was really kissing up, very un-verizon. In fact she was down right professional. The reason I have felt the need to submit to this web site is this. After I received my refund, I never closed my complaint files. Maybe I would have in 7 months between 1-7pm. A manager sent a letter to the BBB in response to my case. She said I was asking for the full amount of the check I sent to them. I never did this. I asked for the balance due (in a letter I am looking at as I write this).. It was like getting a letter from the Devil, pure evil. Jeanette Traver, Public Agency Administrator, Verizon Wireless, West Area was saying I was the one committing fraud. It was quite disconcerting. I was extremely clear in all of my correspondence. She also mentioned in the letter that my refund was forthcoming. Her facts were really incorrect. She did not even know I had deposited the refund check long before she wrote the letter. She was in charge of responding to my complaint? Now I think I may do something about it, especially after reading all of your troubles.
- Thursday, June 20, 2002 at 19:43:45 (EDT)
This is for the following post... "I GOT DSL IN FEBUARY ,BUT MY MOTHER GOT ROADRUNNER FROM TIME WARNER BECAUSESHE WAS HAVING PROBLEMS WITH HER BILL AT DSL. I THEN CALLED DSL TO CANCEL THDEY GAVE ME A CONCELLATION NUMBER.WE PAID THE MARCH BILL, BUT IN APRIL WE HAD DSL CHARGES AGAIN, .I CALLED TO LET THEM KNOW I HAD ...." If you canceled and got your bill in april the charges would have been for March. On you telephone the bill for the month is a month behind. Ex April tele bill, March Net charges. Look on the last page, should say charges through March. Cheers!
- Monday, June 10, 2002 at 13:50:57 (EDT)
WOW ... I have been looking for another wireless carrier, thank you ALL for taking the time to submit YOUR stories, I was actually strongly considering Verizon, because the reps I talked to said Verizon would do EVERYTHING I needed .... no I am SURE they won't ... will NOT switch to Verizon! Debbie
- Wednesday, June 05, 2002 at 12:18:23 (EDT)
I GOT DSL IN FEBUARY ,BUT MY MOTHER GOT ROADRUNNER FROM TIME WARNER BECAUSESHE WAS HAVING PROBLEMS WITH HER BILL AT DSL. I THEN CALLED DSL TO CANCEL THDEY GAVE ME A CONCELLATION NUMBER.WE PAID THE MARCH BILL, BUT IN APRIL WE HAD DSL CHARGES AGAIN, .I CALLED TO LET THEM KNOW I HAD CANCELLED IN MARCH AND WE SWITCHED TO ROADRUNNER IN MARCH,THEY ASKED FOR THE CONFIFIRMATION NUMBER AND WHEN I GAVE TO THEM THEY SAID THEY HAD NO NUMBER LIKE THAT.THEN I ASKDED TO SPEAK TO SUPERVISOR AND HE SAID THE SAME THING, I THEN TOLD HIM TO CHECK TIME WARNER TO SEE THAT WHEN WE CANCELLED WE THEN WAS ON ROADRUNNER AND WHY WOULD WE WANT TO PAY FOR DSL AND ROAD RUNNER.HE WAS VERY RUDE AND SAID WE WOULD HAVE TO PAY THE BILL,I THEN CALLED VERISON TO TELL THEM ABOUT DSL AND AFTER TALKING TO FOUR SUPERVISORS THEY SAIDI WOULD HAVE TO PAY IT ANYWAY I THEN TOLD HIM THEY WERE NOT THE ONLY PHONE SERVICE AND BECAUSE HE WASN ALSO RUDE I WOULD NOT PAY VERISON EITHER.SO WE DECIDED TO TRY TO GET THEM TO HELP US WITH THE DSL BILL,THELADY I SPOKE WITH SAID SHE WOULD TAKE IT OFF. SHE THEN CALLED BACK AND LEFT A MESSAGE SHE COULD NOT TAKE OFF DSL.I SAY VERISON AND DSL SUCKS.WE SHOULD ALL GET,AND HIRE A LAWYER TO SUE DSL AND VERISON. ATIOEYCOACAZCACANCELLncell, ALSO HAVING PROBLEMS BILL AT DSL ,SO AT THE END OF MARCH I CALLED DSL TO CANCELL DSL.WHEN I CALLED TO CANCELL THEY GAVE ME A CANCELLATION NUMBER . THEY EVEN GAVE ME A COFIRMATION NUMBER,BUT ON MY APRIL THEY WERE STILL CHARGING ME FOR THE SERVICE .I CALLEDAND TOLD THEM ABOUT THE CANCELLATION AND THEY SAID WE DIDN'T CANCELL. I GAVE THEM THE CONFIRMATION NUMBER NUMBER AND THEY SAID THEY SAID THAT THEY DIDN'T HAVE A NUMBER LIKE THAT.I THEN ASKED TO SPEAK TO A SUPERVISOR. ALL OF THIS TIME I WAS ON THE PHONE A LEAST AN HOUR.WHEN THERE SUPERVISOR GOT ONTHE PHONE HE ALSO TOLD ME THE SAME THING.THEN I CALLED VERISON AND THEY SAID THEY SAID THAT THEY COULDN'T DO ANYTHING EITHER,I SPOKE TO FOUR SUPERVISORS AND HE COULDN'T HPLP ME EITHER, SO I TOLD HIM I WOULD GRET ANOTHER PHONE SERVICE AND THEY WOULD NOT GET PAID EITHER.I CALLED THEM FOR MAYS BILL, TO COMPLAIN AGAIN CAUSE THEY ARE STILL BILLING ME FOR DSL,THE LADY I SPOKE WITH SAID SHE WOULD TAKE THE DSL BILL FOR APRIL,BUT THEN CALLED BACK TO LEAVE A MESSAGE I WOULD HAVE TO PAY IT ANYWAY .TO ME THEY ARE CALLING ME A LIAR SO I AM SWITCHING SERVICE FROM VERISON AND THEY WILL NOT GET PAID UNTILL I GET COMPENSATED.EVERYONE THAT HAS A PROBLFM WITH THEM SHOULD DO THE SAME THING AND MAYBE THEY WILL TREAT THRIR CUSTOMERS LIKE THEY SHOULD.VERISON SUCKS AND SO DOES DSL. WE NEED TO GET A ATTORNEY TO HELP US FIGHT VERISON AND DSL TO COMPENSATE EVERY ONE THEY SCREWED. SAID THEY WOULD TAKE DSL B
- Saturday, June 01, 2002 at 20:17:13 (EDT)
Here is a copy of a complaint I sent to the FCC regarding Verizon and their tactics to not return a $500.00 deposit. To: Federal Communications Commission Attn: Inquiry and Complaints Department Fax: (202) 418-0232 From: Bruce Kevin Melson 1606 Jennings Creek Highway Gainesboro, TN 38562 Daytime telephone: (931) 858-7190 Email: email@example.com Friday, May 24, 2002 Dear Sirs, I need your help in a matter of great importance to me. I am a 100% disabled veteran and am a loss in handling this situation on my own. I have been having great trouble having Verizon Wireless issue a refund of the balance of the $500.00 deposit fee they asked for in order for me to enter into a service contract with them. Upon entering into agreement with them for service under Verizon Customer Acct. # 409407233-00001, I was informed that they had full access in the Tenennesse area. In November of 2001 I moved from my original address to a new address in a neighboring county in Tennessee and found, to my chagrin, that there was no access in the area I live in for my Verizon telephone. I had to literally drive 30 miles to get a signal in order to use the telephone. I cancelled my account with Verizon on February 16, 2002 and put in a request for the refund of my $500.00 deposit minus the last month bill which was in the amount of $66.34 at which time I was informed of two facts: 1- It would take 8-10 weeks to receive my refund. 2- They were also going to charge me $174.00 to cancel the service. Following several telephone calls, they finally asked my zip code and agreed that they could not extract the $174.00 fee from me due to the fact that there was indeed NO access in this area for their service (contrary to the sales pitch I was originally given). Several telephone calls later, promises that I would get my money, and a direct statement I would receive my refund in this last billing period (which was April 16, 2002) I still have not received my refund. On contacting them this morning, I was informed by one person there, that she would put in a request and I would receive my refund in 6-10 weeks. This is the same story I have been given repeatedly! The next person I contacted at Verizon this morning tried to even challenge the fact that I DID have a $500.00 deposit with them. She literally told me PROVE IT , To which I answered that the proof was in my bankcard that they extracted the money from originally. Her answer to this was that she showed a $500.00 charge, but could see where I had paid that amount or that maybe I had owed them the money originally. (this is after one of the telephone conversations I had with them where I had been informed that with interest, my deposit had grown to $515.25). Her first supposition is impossible due to the fact that I would not have been able to have service through Verizon until such time I gave them the $500.00 deposit. Her second scenario is also impossible as I had never, ever had an account with Verizon before, thus I could not possibly owe them $500.00 to which her answer was: Well, I don t have access to that information, so you will have to send me proof that we have your money . Sirs, it has become painfully obvious to me through these last months of trying to get a refund from these people that they have no intention whatsoever in returning my $500.00. I am enclosing a copy of my last statement (in which they are still trying to include the $174.00 cancellation fee) so you have some reference material to go by). Oh, and by the way, they keep adding late charges to this as if I were some fool who just fell off the turnip truck. I would sincerely appreciate any help you can extend in getting this matter resolved. This has been a real hardship for me financially, due to my disabled status. It is a very sad day in which a company such as this can, with apparent impunity, steal money from the public in such a blatant manner. Sincerely, A Crippled Loser who has nothing else better to do than complain.
- Thursday, May 30, 2002 at 20:04:31 (EDT)
Here is a copy of a complaint I sent to the FCC regarding Verizon and their tactics to not return a $500.00 deposit. To: Federal Communications Commission Attn: Inquiry and Complaints Department Fax: (202) 418-0232 From: Bruce Kevin Melson 1606 Jennings Creek Highway Gainesboro, TN 38562 Daytime telephone: (931) 858-7190 Email: firstname.lastname@example.org Friday, May 24, 2002 Dear Sirs, I need your help in a matter of great importance to me. I am a 100% disabled veteran and am a loss in handling this situation on my own. I have been having great trouble having Verizon Wireless issue a refund of the balance of the $500.00 deposit fee they asked for in order for me to enter into a service contract with them. Upon entering into agreement with them for service under Verizon Customer Acct. # 409407233-00001, I was informed that they had full access in the Tenennesse area. In November of 2001 I moved from my original address to a new address in a neighboring county in Tennessee and found, to my chagrin, that there was no access in the area I live in for my Verizon telephone. I had to literally drive 30 miles to get a signal in order to use the telephone. I cancelled my account with Verizon on February 16, 2002 and put in a request for the refund of my $500.00 deposit minus the last month bill which was in the amount of $66.34 at which time I was informed of two facts: 1- It would take 8-10 weeks to receive my refund. 2- They were also going to charge me $174.00 to cancel the service. Following several telephone calls, they finally asked my zip code and agreed that they could not extract the $174.00 fee from me due to the fact that there was indeed NO access in this area for their service (contrary to the sales pitch I was originally given). Several telephone calls later, promises that I would get my money, and a direct statement I would receive my refund in this last billing period (which was April 16, 2002) I still have not received my refund. On contacting them this morning, I was informed by one person there, that she would “put in a request” and I would receive my refund in 6-10 weeks. This is the same story I have been given repeatedly! The next person I contacted at Verizon this morning tried to even challenge the fact that I DID have a $500.00 deposit with them. She literally told me “PROVE IT”, To which I answered that the proof was in my bankcard that they extracted the money from originally. Her answer to this was that she showed a $500.00 charge, but could see where I had paid that amount or that maybe I had owed them the money originally. (this is after one of the telephone conversations I had with them where I had been informed that with interest, my deposit had grown to $515.25). Her first “supposition” is impossible due to the fact that I would not have been able to have service through Verizon until such time I gave them the $500.00 deposit. Her second “scenario” is also impossible as I had never, ever had an account with Verizon before, thus I could not possibly owe them $500.00 to which her answer was: “Well, I don’t have access to that information, so you will have to send me proof that we have your money”. Sirs, it has become painfully obvious to me through these last months of trying to get a refund from these people that they have no intention whatsoever in returning my $500.00. I am enclosing a copy of my last statement (in which they are still trying to include the $174.00 cancellation fee) so you have some reference material to go by). Oh, and by the way, they keep adding late charges to this as if I were some fool who just fell off the turnip truck. I would sincerely appreciate any help you can extend in getting this matter resolved. This has been a real hardship for me financially, due to my disabled status. It is a very sad day in which a company such as this can, with apparent impunity, steal money from the public in such a blatant manner. Sincerely, Bruce K. Melson
- Monday, May 27, 2002 at 12:12:12 (EDT)
My issue with Verizon is not nearly as stressful or dramatic as the others posted here. I only post it because I don't see any other stories like it. In December, 2001, I went to the local Verizon office in Costa Mesa, CA. I inquired if they offered services for emergency or occasional use. (I am retired and have no need for hundreds or thousands of minutes each month.) The Verizon staff were most courteous and helpful. They informed me of a pre-pay plan, which once purchased, could be renewed (or refreshed) for a monthly charge of one dollar ($ 1.00). All I needed to do was to purchase one of their phones, a supply of minutes, and keep the time renewed on this monthly basis. I was delighted to buy their one hundred dollar ($ 100.00) phone, and, for two months I was a satisfied Verizon customer. However, when I tried to renew my service in March, I was told that the minimum monthly payment had been increased. They reserve the right to change fees; and, of course, the fine print says so. Well, I agree; costs increase, and companies need to revise pricing from time to time. I can understand a ten per cent increase...perhaps even doubling the fee... ...BUT FIFTEEN HUNDRED PERCENT?!?! THE ANNUAL MINIMUM PAYMENT WENT FROM TWELVE DOLLARS A YEAR TO ONE HUNDRED EIGHTY DOLLARS! I wrote the service department in Irvine, CA and received no response. After some time passed I bagan engaging in a frustrating e-mail exchange... to no avail. The rate was not advertised as an introductory rate or a "Christmas Special." But, apparently, it was only available for a two or three month window, befor being terminated. Typical of Verizon's many reqponses was their offer to punish the persons who sold me the service. My response was they the salesperson should be commended for finding a service to meet a customer's need. Now I'm trying to find another service, but it turns out that my $ 100 Verizon phone will not work with AT&T, Cingular or other service providers. I'm not out as much as most of the others on this site, but I think that, at best, Verizon has been guilty of "bait-and-switch," and, at worst, consumer fraud. Anyone know of a good service out there, for someone who might use ten or fifteen minutes a month? Ynotbill@aol.com
- Saturday, May 25, 2002 at 20:04:37 (EDT)
i have verizon wireless and couldnt be happier...i have service all over if i have any questions or want to add or change my service, they do it on the spot with no problems...i had voicestream for 2 years...never had service,,,overbilling seemed to be a must in their offices so i switched with verizon...thank god i did....i have no complaints at all....i think u people have nothing better to do than to sit and complain about every little thing...like you are so perfect and like your not human .... when all u cry babies to perfect and have a life with no faults or mistakes let me know... all u know how to do is complain...if not verizon than with another company....get a life and get over it.... and stop the baby tears and games...boo hoo!!!!
- Saturday, May 25, 2002 at 16:26:57 (EDT)
Here is my tale of woe. It all started about a year and a half ago. I was 19 and a poor college student. I lived in Massachusetts but went to school in New Hampshire. I decided a cell phone would be cheaper for me to have then a phone line. Verizon was running a deal for free nights and weekends...etc.. I went to Grand Wireless in Nashua, NH. Big Mistake. The sales rep was named Chad, the root of all evil. I told him I didn't have a lot of money and wanted a simple plan and a cheap phone. He assured me my plan would work in Durham, NH and I bought a phone from him, signing the two-year plan. The phone, which got terrible reception and I paid way too much for, worked fine in Massachusetts. When I got back to NH it didn't work, it was on roam. I called customer service, they said my phone was fine. My first bill came it was over $500 I called customer service. They "fixed" my bill but it was still over $100. Month after month I called customer service, and after hours of being put on hold, I couldn't deal with this company anymore. I didn't have the money to keep going through this, so in May 5 months after I purchased the plan I said enough. I canceled my phone. I'm recieving early termination fees from Verizon Wireless and from the corporate store I bought it with. I'm not paying these fees, I was lied to from the start, they should've told me the phone wouldn't work in Durham, NH. My case has gone to a collection agency and I have contacted the BBB and the attorney general. Why is it that my AT&T cell phone I bought after this ordeal worked fine in Durham, NH and everywhere else? Why are all other phone companies ok with telling the truth? Is anyone else in a similar situation? Any advice to get this issue resolved? Please email me at : Scariness@hotmail.com
- Thursday, May 23, 2002 at 10:19:42 (EDT)
I currently have 2 cells through Tracfone (now THERE'S a company that needs a site like this!!! Please, don't anyone get suckered into buying those like I did!!) Anyway, I just happened to stumble across this site while surfing. With my extreme dissatisfaction with Tracfone, I am in the market for a new service provider. I've seen Verizon's advertising in my area & had considered them...thanks to this site I know not to waste my time!! (ps...if anyone knows of a similar site devoted to the perils of Tracfone, please let me know & I'll be the first to sign up!!!)
- Sunday, May 19, 2002 at 20:27:36 (EDT)
When you sign up with VERIZON WIRELESS, you are making the biggest mistake of your life. FIrst of all, their agreement has a clause that, in legal terms that most Americans might not understand, says that your CANNOT SUE them if you have a dispute. (Look for the words arbitration or some variation of that word and "jury trial" or some variation. Then the problems start. You may find you are being billed for airtime you aren't sure you used. You ask for an explanation with documentation and you might not get it. It happens. Just shut up and pay the bill is Verizon's attitude, or we'll report you to a collection agency. Then you decide to just get rid of them but find out that you can't do that without paying up to $175.oo PER PHONE to dump Verizon. Also, read their contract. They can basically, from our interpretation, change the terms as they wish. And if you switch plans, they extend your contract. Get the picture? Good. My advice to be very careful...Verizon is a Godzilla.
- Saturday, May 18, 2002 at 17:54:25 (EDT)
First I would like to say that I used to hate aol until I delt with verizon.With aol at least when you loaded the software you were on line not so with verizon and of course the tech support are people reading from prompt cards.They told me for two days it was my nic card I told them the card was fine but they insisted to the point of insulting.Well considering I have had a computer business for 20 years(which is longer than the people I was talking to had been alive)well to make it short my dsl line had a load on it that was killing my digital signal for analog.A detail that was discovered 2 minutes after I had a friend at verizon check the line at switching station. The problem was corrected the next morning but this is only after I had talked to my friend most people are not that lucky (You would think the phone company could give you the best but they really are third rate) there also is the winsock2 problem but you don't get that with aol software oh well live and learn I guess as long as they can oversell dsl line in cities and put housewives on tech support they will just keep on sucking people in maybe they just want more isdn lines sold so they can rape you with bit charges.As much as I hate aol I hate verizon ten fold.
- Friday, May 17, 2002 at 15:27:34 (EDT)
In an age of technolgy we are expecting miracles . we want instant service instant answers and instant what i'll call " I'm the only one that matters" I have read all of the complaints and some are probably very unfortunate but you must remember when a company puts a certain time limit on customer service contact what do you expect. Employees in the operator service area are timed and must meet certain requirements if not we will be failed on one of our many monthly observations. Did you ever feel rushed , thats because we are rushed .we always have big brother looking over our shoulder . no matter how much we complain it does not matter. in todays economics they are taking the human element away. i'm sure if they started putting the human element back the employee would feel like they have some control in helping the customer and the customer would get better results . make it personal ,take time to really understand the problem or what the customer is really asking us ,instead of us thinking we have to read minds or decide how to deal with your request in under 20.0 seconds average service time. We are humans expected to function without fault . Well let me tell you I have never met anyone who can walk on water, we all make mistakes even the customer. so the next time you have a problem or a compliment express it with this understanding - After September 11, haven't we learned to live life instead of just running through it. Remenber the other person because there is probably someone out there that has it worse than you and i'm not talking phone bills.
- Friday, April 26, 2002 at 01:02:18 (EDT)
Verizon is one of the worst companies I've ever dealt with. Moving from Oregon to California and getting a "free" transfer ended up costing $40, and changing plans cost more again. To get out of the plan is more than is worth it, although I'm sorely tempted to. I'm thinking of offering my phone to people during off-peak times so that as many minutes are used up as possible.
- Tuesday, April 23, 2002 at 14:40:16 (EDT)
Great article about Verizon in the washington post http://www.washingtonpost.com/wp-dyn/articles/A37318-2002Apr12.html Don't miss it
- Tuesday, April 23, 2002 at 12:02:24 (EDT)
I dreaded getting mixed up again with verizon due to previous false billings, but they are the only service in my town that was giving dsl.. I have had cable twice through adelphia @home though, but at this current time my debit card and checking account were nonexistent (because i owe the bank some money because of 300 being charged onto my checking AFTER closing my account, strange huh?), which made me have to go through verizon. So, Being my last and only hope to getting broadband without a credit card, i called verizon and ordered Phone service along with dsl. I came out and asked if dsl was available in my area, and the lady told me that "yeah, its available, would you like to set that up right now also?". So, i set it up, she gave me a date for the service to be activated. It was like 3 weeks away.. SO, now the dreaded waiting period that we hardcore net users HATE. A week or so passes by and i stumble upon this site and find all the horrible stories about their dsl service. The anticipation was killing me by this time so I get very curious as to whether my dsl is even coming. So i call verizon up and Lo and fucking Behold.... I was told that Dsl was unavailable to my service area and/or phone number. She mentioned something about a "Preliminary Test" that the operator had supposedly done before "Might have said that the service was available, but wasn't"(what is going on?".. i am furious about this... All that wasted time after i ordered it and was given a setup date. I am so mad right now. Whatever you do, avoid verizon at all costs. They are the worst. If you have a similar experience, contact me at email@example.com
- Wednesday, April 17, 2002 at 08:33:12 (EDT)
My story is this: I have worked for verizon for two years. Never late, never out sick, perfect employee, if I do say so myself. One day, I wake up without a voice, completely feeling like crap. I am a customer service rep, my job is to talk on the phone all day... If I can't talk, I can't do my job, right? You would not believe the utter harrassment I had to endure to get excused days off! Every manager I spoke to had a condescending tone, as if I were trying to pull some scam by being out, like I was faking it. I was made to feel incredibly guilty for getting sick, & at the same time I felt insulted that they didn't even take into consideration my good attendance history. I was bombarded by phone calls on my actual days off from their absence reporting center. I was made to feel like a criminal for being too ill to perform my job. I've found out over the last week that in verizon, you are not a person, you are Minion #123. Verizon is Big Brother; they want to monitor everything I do, in & out of work. I still am in shock that they are breathing down my neck about a legitimate health concern. How am I expected to get well with the stress of worrying if I should document everywhere I am every second of the day just in case they try to disprove my sickness? I've gotten the impression that the only approved absence is the loss of a limb or your death...maybe.
- Friday, April 05, 2002 at 02:05:39 (EST)
This is to defend the Verizon Directory assitance operators. Having been an employee for the past 3 years, I have to say it's not the easiest job. When you dial 411 so many people are confused with what really goes on. HERE ARE SOME HELPFUL HINTS... 1.-> When you are asked "What listing?" This means what are you looking for. Not where you think it's located, or what you think the name is. And it surely doesn't mean, please be as rude as you can to the person on the other side of the line waiting to help you. 2.-> We do not speak 50 different languages, and we are not required to! welcome to America. We speak english here. We also are not responsible to know how to spell your cousins husbands last name, YOU THE CUSTOMER MUST KNOW SOMETHING IN ORDER TO RECEIVE DIRECTORY ASSITANCE. 3.-> WE ARE NOT INCOMPITENT!!! RELAX!! BREATHE! THINK ABOUT WHAT YOU'RE LOOKING FOR AND DON'T BELITTLE US. THE MORE INFORMATION YOU HAVE THE FASTER WE CAN ASSIST YOU. 4.-> IF YOU'RE PLEASANT....WE'LL BE PLEASANT!!!! 5.-> There is a rigorous training process to become a 411 operator (whether you believe it or not) We may not all practice the proper ways in handling a customer, but I know my coworkers and myself do. We can not control the other employees or how they handle customers!! 6.-> Don't dial 411 if you don't have a name or don't know what city it's in, our database only allows us to retrieve information with certain SPECIFIC pieces of information. 7.-> PLEASE HAVE A PEN AND PAPER HANDY. YOU'RE REQUESTING A SERVICE AND YOU DON'T LIKE TO BE PUT ON HOLD...WELL NEITHER DO WE!!!! 8.-> WE CAN NOT CONTROL IF YOU RECEIVED THE WRONG NUMBER, WE WILL GLADLY CREDIT YOU IF YOU CAN TAKE A BREATH AND STOP YELLING ABOUT HOW INCOMPITENT WE ARE. 9.-> BEFORE YOU CURSE US OUT....THINK ABOUT WHEN YOU'RE AT WORK AND HOW YOU FEEL WHEN SOMEONE REEMS YOU OUT FOR NO REASON. 10.-> THIS IS OUR JOB, WE DEAL WITH OVER 1000 CUSTOMERS A DAY, WE'RE SORRY IF WE DON'T SAY THANK YOU TO EVERYONE BEFORE SENDING A NUMBER, BUT DID YOU THINK TO SAY IT TO US???? Finally....THIS IS HWAT WE DO FOR A LIVING.....WE ARE NOT OUT TO GET YOU, WE COME TO WORK EVERYDAY WITH MANAGEMENT UP OUR A** JUST LIKE YOU DO. HELP US AND WE'LL HELP YOU!!!!!!
- Thursday, April 04, 2002 at 22:00:38 (EST)
Verizon One-Bill: A system run amok Verizon sent me a letter around 3/25/02 offering me fantastic savings if I combined my Verizon wireless with the local and long distance. The possible savings could be around $357.96 annually. I discussed the options with the rep and felt that I had a good deal. It surprised me that a company would go to great lengths to save me money. Unfortunately, I had to go to great lengths just to get the options tied together because Verizon database systems really are poor. The One-Bill rep claimed I had a $500 credit line on my wireless account. He said that would prevent me from getting the service. When I got the Verizon wireless I had to make a credit because the credit card reference company (Equifax or whatever) thought I was a poor credit risk because I had just changed the card from a brokerage firm to a bank offering a cut to Amnesty International. The One-Bill rep also said that because I had just started to sign-up for credit card payment for the wireless, I was also not a candidate. I had two strikes against me! I spent over an hour on the phone with the Verizon main office. The clerk saw the $500 note but it was not in an amount field. She could not change it, but maybe her manager could. She would also red flag the credit card payment method until after the whole mess resolved itself. I feel that the telephone staff was helpful in addressing my problems. I have no complaints. But it makes me consider the caliber of the managerial staff that creates systems that demeans its staff and ridicules its customers. Unfortunately, these managers go to the same business schools, read the same business magazines, and go to the same social clubs. It's indicative of more serious social problems within this country: too much pay for little talent at the top, too little pay and RESPECT for those who really do the work underneath, and more too numerous to mention.
- Monday, April 01, 2002 at 14:46:50 (EST)
Alas; Verizon is so typical of many large corporations these days. The new slavery - is to get all the little people to pay into the big mean company. And if you don't pay? Then we'll screw your credit. There is a solution to this problem. It does however, involve the PEOPLE of our great land to stand up and re-take control of our lives. And it is so incredibly simple. For every time a huge company screws us, we must take 2 times that amount of money out of circulation. Trust me, the economy would be closed in a matter of months. The arrogant companies such as Verizon would be dropping like flies. It is a collective power that WE THE PEOPLE have, but need to exercise. For Example - Verizon screws you out of $20?? Take an additional $40, and put it into a jar. Do this every time that prices go up, or gas taxes go up, or postage rates go up... and we would see a very fast reversal of policy. Our economy and the overbloated multi-national corporations are totally dependant on the cash moving. FREEZE THE VERIZON BASTARDS COLD!!!
- Friday, March 29, 2002 at 01:16:50 (EST)