Complaint Review: Verizon Wirless And Direct And In-direct Stores

I have been a customer at T-Mobile for many years. I decided to switch to Verizon Wireless when I moved to city of Covina. I switch to Verizon in March 2009. I though I gave Verizon a try. I went to the store located in the plaza next to my house. My husband and I bought two blackberry storms. When I used it, I get drop call and disconnection sometime. I specifically told the store representative that I call Canada a lot. They told me that the plan included Canada. I also told them that I get employee discount for working at Tenet-USC hospital. I gave them my pay stub when they ask. The contract end up being on my husband's name with no discount. I spoke with customer service. They told me to switch to my name to get the discount. I also found that I was charge for calling to Canada on my first bill. I went back to the store and told them what happen. They admitted that they did tell me that the plan included Canada. I am not very happy at this time. Since I did not like the storm, I decided to change to a different phone and change a new plan that would include Canada. There are several mistakes already made up until this point. Since I am over my thirty days, I can purchase a new phone at a retail price or sign up for additional line to get the new phone at a discount price. So I decided to sign up for additional lines. I end up having total of four lines. In the middle of May I received a phone call from customer service saying that I have a $500 bill that need to be pay for May and June. She told me that $220 is due now. I told her that I received April bill but not May or June, even though it's not June yet. I asked for explanation of my bill and why is it so high. She told me that I am being charge for Canada calling for the day prior to switching and application access. I told her that I did not have internet services on my phone and did not access any application. I to check it out but did not use it. I did download one song which I did not get, but get charge for it. Customer service told me that I am also being charge for accessing the application per mega-bite even though I did not use it. I wasn't aware that every time I touch the scene, I am being charge. When I sign up for the service, the store representative does not explain all the hidden charge to me. I am angry at this point. I went back to the store and return my two lines and get a refund. I am willing to pay the penalty on the two lines which was over thirty days. The store manager Romell Hall at 249 N. Barranca St. in West Covina took my two phones and inspected. He told me that he can not take back my voyager due to a small scratch, but he can take back the other one. I told him that I am not satisfied with the service and I want to return the two phones which was under thirty day. I spoke with customer service and explain the situation. I over heard Mr. Hall said to customer service that we have different policy in our in-direct store. I was not aware that they were Verizon in-direct store until that moment. His policy was to return like new. They need to define like new. I asked to speak to customer service. While I was talking to customer service, he accidentally hung up the phone. He apologizes of course. He said he tries to help me, but I don't see it. He eventually tell me that I have to wait thirty day and cancel my last line and pay another penalty for the third line or purchase the phone at retail price. Either way, I am paying more money for the phone I don't need. I am extremely angry at this point. I left the store with one service line waiting to be canceling after thirty days and pay penalty of $175. My bill since March now going to be approx. $2000.00 with Verizon and that included penalty and services. I went home and cry. I spoke with customer service Angela regarding my situation on that same day. She states that she will call me on May 18 and let see if anything she can do to help. She has to speak to her supervisor regarding this matter. The store manager only looks out for his best interest, not his customer. I understand that they get pay by commission.
Profit and commission is their only gold. Customer suffered paying for the hidden charges and mistake they made. They need to be more informative to customer and tell them in detail of what to expect. Two years is a long contract. I am paying the penalty to get out of Verizon. No phone company should cause so much stress and suffering to this extreme. I have not had a good experience with Verizon or the store since I became a customer. I am currently backed to T-Mobile. Direct or in-direct store need to be more informative to their customers and define in detail of their policy. People need to know what they are signing up for. I learn all about the hidden charge from customer service than I did in store. I was not aware that I can block out service application so I wouldn't get charges until I call customer service to discuss about my bill. As consumer, I am entitle to know and informed before I sign up for anything. There is such a thing as honest business. People should not have to suffer consequences because someone just wants to make commission. We are in economic crisis.

I call customer sevice again to cancel the rest of the line and they told me that I can not cancel it until the end of billing cycle. I was amazine of how every customer service is telling you different policy everytime you talk to them. To sum it up-- verizon end up costing me $2201.00 from March to June. so now I have 3 line that is not usable or able to cancel until June 10. they are the biggest ripoff company of my life.


Julie brown
covina, California
U.S.A.