Complaint Review: Verizon Wireless Greg A. Klimek (President)

1/22/2002

Verizon has charged me in the 2 months and 3 days of my new service for October, November and December for over 4000 minutes (1000 in Nov, >3000 December) of incoming calls, outgoing calls and voicemail access that I never received or made.

I contacted Verizon and it took going through 3 customer assistance employees 1 supervisor and 1 manager, to finally have someone agree to look into the problem.

2 Days later, their resolution was that all calls were made by my phone and I was 100 % responsible.

A further example of the problem is that the phone was placed on vacation in mid December (no calls could be made in or out). Even after this was done, I was charged for hundreds of calls.

When I explained that the calls were not made by me or received by me and there must be some technical or accounting problem, Verizon said that I was wrong and they would not pursue any further investigation. One supervisor (Ryan) even said that Verizon has already spent too much money on the investigation to go further (I informed him that he forgot about the overcharge in excess of $500 to me).

I went through the bills line-by-line and found for December that 186 of the 3311 minutes charged were made by me. I found thousands of calls and numbers on my account that I don't know.

To put this in perspective, for the average call of 1.5 minutes for December I would have had to use the phone every 15 minutes of every waking hour of every day for the entire month. Even more illustrative are the 40 consecutive voice mail accesses occurring every 2 to 5 minutes.

I have asked every representative at Verizon, who I could speak with to continue the investigation. All have said that once the Fraud group has made a decision that the investigation is over. No one has offered any contact that could help me out.

I did access the Presidents e-mail listed on the web site (His name is Greg A. Klimek VZW - Executive Office S California [execoffice.socal@verizonwireless.com]). I stated in my e-mail that the fraud department has closed the investigation, but they have missed obvious billing or crediting errors and the investigation should be reopened.

The Presidents office response was Our records indicate this account has been through our Fraud Department and our investigation has indicated there are no fraudulent
charges. We will not be able to assist further in this matter.

I have filed complaints with the FCC and the California PUC.

The shame is that Verizon has the best coverage and the best service plans for my area, if only they could get the billing right.

In general, I found every employee except for one (Adam in customer service) rude, uninformed, hard to communicate with and just unwilling to try to understand that Verizon made a mistake.

Verizon Contacts
1-800-851-9815
1/17/2002
Transfer to Fraud
Mark
Supervisor - Conrad
Manager Customer Service - Derick Anderson

1/21/2002
Laura
Supervisor Sedrick

1/23/02
Ryan Supervisor in customer service.

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