- Report: #181048
Complaint Review: Verizon Wireless - Bedminster New Jersey
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Verizon Wireless
180 Washington Valley Rd. Bedminster, 07921 New Jersey, U.S.A.
Phone:
908-306-7000
Web:
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Verizon Wireless First they didn't follow their Customer Agreement, now they won't give me the minutes they promised to Bedminster New Jersey
I called them sometime in January and told them that since their worry free guarantee was changing and the Federal Universal Service Charge increased and because of these increases they would have to let me out of my contract.
I talked to several Customer Service Reps! All of them said that Worry Free is a feature change and has nothing to do with the agreement.
The FUSC was different though.
Rep 1 said that she would give me a credit of the increase but could not let me out of my contract because it didn't really have an adverse effect on me.
Rep 2 said that I can't get out of my contract because it had already expired.
I think he was talking about the Admin Charge
Rep 3 said that I can't get out of the contract because it changes every quarter.
Finally I took them to the Better Business Bureau and somebody from the Executive Office talked to me and said that I could not get out not because of the Worry Free change but since the FUSC was different and she let me out.
That month though we went over our minutes so before I ended my contract, I called them and a Rep was really nice and gave me 100 bonus minutes and said if I don't use them all by my monthly billing statement, I could use it for the next one. The bonus minutes expire in 90 days.
So we had used the extra 100 she gave us and I get my bill and I was charged for those extra minutes. I call them again and Rep said that I don't have bonus minutes that he shows a log of the call I made but there's no talk of me recieving bonus minutes. According to him "it was only a discussion of how bonus minutes work". So I email them and the rep says that because I disconnected my service, the bonus minutes were pro-rated.
My question is if they were FOR the month that I was in, then how come if I ended my contract they are gone. You can't just take back minutes that you gave me JUST because I ended my contract. How does that make sense?
Enoch
Castro Valley, California
U.S.A.
I talked to several Customer Service Reps! All of them said that Worry Free is a feature change and has nothing to do with the agreement.
The FUSC was different though.
Rep 1 said that she would give me a credit of the increase but could not let me out of my contract because it didn't really have an adverse effect on me.
Rep 2 said that I can't get out of my contract because it had already expired.
I think he was talking about the Admin Charge
Rep 3 said that I can't get out of the contract because it changes every quarter.
Finally I took them to the Better Business Bureau and somebody from the Executive Office talked to me and said that I could not get out not because of the Worry Free change but since the FUSC was different and she let me out.
That month though we went over our minutes so before I ended my contract, I called them and a Rep was really nice and gave me 100 bonus minutes and said if I don't use them all by my monthly billing statement, I could use it for the next one. The bonus minutes expire in 90 days.
So we had used the extra 100 she gave us and I get my bill and I was charged for those extra minutes. I call them again and Rep said that I don't have bonus minutes that he shows a log of the call I made but there's no talk of me recieving bonus minutes. According to him "it was only a discussion of how bonus minutes work". So I email them and the rep says that because I disconnected my service, the bonus minutes were pro-rated.
My question is if they were FOR the month that I was in, then how come if I ended my contract they are gone. You can't just take back minutes that you gave me JUST because I ended my contract. How does that make sense?
Enoch
Castro Valley, California
U.S.A.
1 Updates & Rebuttals
Enoch
Castro Valley,California,
U.S.A.
They fixed the problem, Verizon Wireless
#2Author of original report
Tue, March 14, 2006
After 2 days of emailing, they finally gave me a credit for the minutes that they charged me for. It is frustrating because I have to go through so many Customer Service Reps to actually get what they promised. The moral of the story is always be persuasive!
