Complaint Review: Verizon Wireless

6 months ago I applied for service w/Verizon Wireless. Because I have less than optimal credit, they were requiring a large deposit. I explained to the sales rep. that this was not going to be an option for me. She said to me, "I can't believe no one told you about our pre-pay service. If you sign up for a pre-pay account and show regular, timely payments for 6 months, you can then, at that time, switch to regular service and avoid the large deposit".

I waited my 6 months, revisited the kiosk where I originated my service and was asked for my drivers license. Assuming it was just for registration purposes, I gave it the same sales rep that had helped me 6 months prior. A few key punches later, she tells me, "We'll need a $400.00 deposit".

I told her there must be a mistake and recapped our conversation from 6 months prior. She remembered everything about me (of which I was impressed) except the conversation about using the prepay service in lieu of the deposit. I explained to her again, how our conversation went and she just replied, "Oh, I'm certain I would have never told you that. That just doesn't make any sense".

Embarassed, I thanked her and left with the intention of calling customer service. When I finally reached someone in customer service, he was unable to help me because he did not work in the appropriate department. "May I speak with someone that CAN help me?"...."Uuuh, let me see if someone is available". At this point, I set the timer....tick, tick, tick....27 minutes later, "I'm sorry, they're all busy right now, I can't help you".

I asked for his supervisor...tick, tick, tick..."If it's okay with you, I'll have to fill out a call back request. He will get back to you in 5-10 minutes". I've been waiting now for my return phone call for 4 days!! I have no intentions of dropping my service with Verizon...yet. A bulk of my family is with Verizon and other than this, I've not had any problems with them.

I just feel like perhaps I was scammed into using them with the promise of being able to switch my service at a later date, only to be told no one knew what I was talking about. Customer service was absolutely no help.

I've worked in my companies customer service/collections department for 3 years and perhaps my work ethic is just different; right or wrong, we always make the greatest attempt to work with our customers. At the very least, we call them back. I'm just dismayed.

Paulette
Boise, Idaho
U.S.A.