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Verizon Wireless Verizon Obviously Doesn't Care About Loyal Customers Trenton New Jersey
I placed an order on Monday, October 22 on the internet to add a line to my account and a phone that was free with the Internet offer. I had not received a response except "pending" in my E-mail so I called on Tuesday for a status on my credit report. I was informed by that representative that seeing in my account how I had put down a $400 security deposit in May and that my payments were on time for the past 5 months, it should be no problem adding another line.
I called today after not receiving a response since Monday regarding the status. I need this line by Monday, 10/29 for a very important business purpose. I expressed the urgency and inquired about the status of the pending for credit verification. I spoke with a sales representative who called the credit department and came back to tell me that I cannot add the phone line without placing another $400 security deposit. She also said this was because I hadn't reached 6 months yet in the contract. I am less than one month from six months and I offered to pay my bill two months in advance, but I can not put $400 into an account to sit dormant for another 12 months. Instead of connecting me to a supervisor, she directed me back to the sales department saying that they were the ones who could authorize an exception. This was after I was on the phone with her for 15 minutes.
I called the sales department from my cell phone after I had been placed on hold for several minutes where I had to wait over 10 minutes for a sales representative to tell me the opposite of the one prior. He said that he's not authorized to make those decisions, but the Credit Department does. I again stressed my willingness to pay two months in advance just to allow me to get the phone just a few weeks before my six month mark as it was urgent. I also asked if there was anyone else I could speak to and I was denied.
They made me feel like I was not a valued customer, and did not offer any other solutions. I explained to the representative that I may have to cancel my contract and he made no effort to make me feel like he actually valued my business, though he was very professional on the phone. I do not agree with their policy in this instance especially since I offered to pay 2 months ahead of time. Otherwise I would have been paying Verizon almost another $600 within a six month period just to add a phone line. I am extremely disappointed with the service provided to me today. Also, they have put me in a further bind because no one there had the courtesy to notify me of my credit results via E-mail as implied on their confirmation page, but I had to call them and speak with 3 different people for over an hour to receive no results.
Lela
Chicago, Illinois
U.S.A.
1 Updates & Rebuttals
Paladin
Siuox City,Iowa,
U.S.A.
Sorry about the issues
#2UPDATE Employee
Mon, October 29, 2007
I work for the company you are upset with. First off sorry for the run around you have got. However we have no way to control what the credit report comes back with. If you received a 400 dollar deposit there is no way to reverse that at this time. We have many different deposits ranging down from zero to 400 dollars (400 being the highest). With it being the highest we have no way to reverse this. I would suggest if the extra line is that important to maybe go with our prepaid options to save yourself some money.