Complaint Review: Verizon Wireless

Prospective Treo buyers BEWARE!

After completing a two-year agreement with Verizon Wireless I was a happy, month-to-month customer on a $59 family plan that covered us just fine until...

...I got the "itch" and called Verizon Wireless telesales to enquire about PDA phones. I spoke with a very enthusiastic person named "Ona" who proceeded to convince me that their "deal" on a new Treo 600--with a $4.99 web access up-charge--was better than what I had with Sprint and my i500.

I bit.

I cancelled my Sprint PDA phone and signed up for another TWO YEARS to get the price break on the Treo--and hey: for just $4.99 per month for the web how could I say no?? This turned out to be either fraud or (benefit of the doubt) an overly aggressive salesperson.

Fast-forward 30 days...

...My first monthly bill arrives. Instead of the $65 I expected (familiy share plan + $4.99 internet)my bill was over $1,600! I just knew this had to be a mistake so I proceeded to call customer service. After several failed attempts to get an answer I learned several things about VW (chiefly that fell for a "bait 'n switch"). Here's the rest:

1. There was NO MISTAKE on the billing. The Treo 600 cannot be used--AND SHOULD NOT BE SOLD--with the $4.99 wireless web service plan. It seems that the Treo automatically connects to the web periodically and stays there--running up thousands of minutes on the unsuspecting user's plan. This feature cannot be disabled in the phone--Verizon must take you off the digital network ENTIRELY. This means that the web, picture sending, email, etc.---ALL THE REASONS one would buy the Treo---CANNOT BE USED!!!

Unless...

2. You buy an additional $50 internet access package. I said "no way" I did not agree to that and never would have agreed to that had I known. "I'll return the phone and would like my money returned." "We can do that Mr. ((REDACTED)) (Richard)." was their response, "but you'll have to call your sales person." I did and guess what she said? "No, we cannot take the equipment back after 15 days."

3. After 60 days,many, many calls and hours spent on hold I still do not have a credit of the $1,600 (though to be fair it has been promised several times). Each time I was promised a call-back from a supervisore to resolve the issue and did not get a single call back.

4. VW customer service originally agreed to take the phone back and revert me to my former plan, but since I manage to speak to a DIFFERENT customer service rep each time--and the case management notes are poorly or not recorded in the CRM system--there's no confirmation of this. Verizon refuses to accept responsiblity for the sales error.

So...

5. Today I reluctantly go to Chesapeake City Hall with $40 in-hand to file a small claims action against Verizon Wireless...what a stupid organization. What a poor customer experience. Responding to the small claims court in VA will cost Verizon much more than if they had just taken responsibility for THEIR error--and ME the customer!

So: Valerie, Ona, Gerardo, and the host of other reps and CS "supervisors" you've just cost your company $$$, and hopefully this report will find its way to someone's desk in time to have a negative impact on your annual performance review. It should. Probably won't.

Only one person--a rep named Brett--in the NJ office ever returned a call from me. ONE. One individual out of so many. This is call center customer experience at it's worst. Please feel free to contact me with any questions.

cc: 118 different investment and online trading discussion groups...

Richard
Chesapeake, Virginia
U.S.A.