- Report: #575683
Complaint Review: Verizon Wireless Cellular Company - winston salem North Carolina
Reported By:
Upset -
Winston Salem, North Carolina, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Verizon Wireless Cellular Company
1017 Hanes Mall Blvd Winston Salem, NC 27103 winston salem, 27103 North Carolina, United States of America
Phone:
336-760-2355
Web:
www.verizonwireless.com
Categories:
Business Rating:
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Verizon Wireless Cellular Company Worry Free Guarantee - what a joke! winston salem, North Carolina
After many years of happy service with Alltell, my parents were forced into Verizon. Soon after the change, they started receiving strange phone calls from Jamaica.
When they got their cell phone bill they had many pages of calls listed to and from Jamaica and their bill totaled over $400 for that month. My parents (who are older and on a fixed income) freaked out! They immediately called Verizon and reported this. They had to get a new cell number and phone - which in itself is a hassle since they had the previous number for many years. My Dad sent in his usual payment of abour $45 a month, assuming that Verizon (worry free guarantee?!?) would credit their account for the fraudulent calls.
No such luck. At that point they started receiving continuous collection calls from Verizon at all times of the day. My Dad explained what had happened and even wrote a letter and sent it in with his bill two months in a row. I suggested that he go to the store in Winston Salem to see if they could help him. They told him they would credit for the fraudulent calls, however, he would have to pay all taxes and late fees. He refused!
If that wasn't enough, they cut his phone off and have charged him to turn it back on. I can't believe this!! They are still receiving late notices and phone calls. My Dad goes through each monthly bill with a fine tooth comb to make sure he is paying Verizon every penny he really owes them. My Dad has never made a late payment in his life. He's the most honest person I have ever known and he is so worried about his credit report being tarnished. I am furious with the way my parents have been treated in this process!!!!!!
I have been a satisfied Verizon customer with multiple accounts for over 10 years. However, if this is how they do business (especially with the elderly on a fixed income), I'll change in a heartbeat and take everyone I know with me.
Unfortunately for Verizon, I'm not the kind of person to keep quiet. Until this is resolved and Verizon erases every single charge that has anything to do with this fraud, I'll post on every message board and contact every consumer agency and radio/TV show I know to get the point across. They obviously think they can force my parents to pay this. This is no way for any respectable company to do business!!!!!
1 Updates & Rebuttals
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United States of AmericaHow To Fix This Problem Quickly
#2UPDATE Employee
Fri, March 05, 2010
Ok, that is very unfortunate, however lets look at this as an employee in the industry for 10 years.
With the economy being so strained, unemployment so high, etc fraud is on the rise. This case should have been forwarded immediately to the fraud department, period end of story. The worry free gaurantee has nothing to do with this. This guarentee states is you are unhappy with your service you may switch to another provider within 30 days, nothing about anything related to this situation. It is the customers responsibility to ensure the account is paid in full or credits are issued. Going to the store is the worst idea yet, these folks are trained to sale the products, not support complex billing issues or fraud issues, going to the store would make the issue worse. For example, store associate cannot immediately credit adjustments, where customer service at *611 or the fraud department can. Store associates receive no training on billing, fraud, etc etc.
So, to fix the problem, call *611, ask for the fraud department, once transferred ask for the supervisor on duty, explain the problem, end of story. Don't make this harder than it needs to be, just get the right person on the phone and the problem will be fixed immediately.
Hope this helps! Again, 10 years experience is at your disposal.
