Complaint Review: Verizon Wireless - Bellevue Washington

COPY OF LETTERS TO AND FROM VERIZON -- Problems detailed within:

Attention Verizon employee 'Mai'- I'm sorry to have to report that Verizon is still harassing my wife about a $600+ balance due. It appears that your arrangements to make sure that all account-related communications came to me did not work. Verizon oes not have permission to contact other family members. I thought I made that clear in our phone conversation and you did say that my family would no longer be harassed buy Verizon.
 
Also, our balance due seems to still include the $300+ charge for the cell phone returned over a week ago. Since you told me you were crediting our account for the returned phone, I don't understand why Verizon is still calling my wife and demanding payment for the item Verizon has in its possession.
 
We continue to be ever more disappointed with Verizon's repeated failures to do as Verizon employees promise over and over will be done. This email makes the 17th communication we have had to have with Verizon about this matter. What is wrong with Verizon's customer service that 17 phone calls and emails cannot bring us any closer to resolving the problems we are experiencing with Verizon.
 
At this point we feel it is appropriate to begin a formal consumer complaint process. We also feel it is appropriate now to warn others about Verizon's conduct in this matter, so we will be posting an account of our experiences with Verizon on various consumer watchdog websites viewed by millions of people. We have already shared our experience with hundreds of friends and colleagues.

It's within Verizon's power to give this months-long, needlessly-entangled, nightmarish customer ''service'' experience a happy ending. If Verizon will JUST ONCE do what its employees promise, we will publicize that too. But as of now that has not happened.
 
It's Verizon's move. Let us know how you would like to proceed.
 
SO disappointed with Verizon,
 
Edward B. G

________________________________

From: [email protected] [mailto:[email protected]]
Sent: Monday, October 19, 2009 4:54 PM
Subject: RE: CEASE & DESIST NOTICE -- STOP HARASSING MY FAMILY MEMBERS OVER VERIZON'S FAILURES (WFM51363257)

Dear Edward G, Thank you so much for taking the time to speak with me this afternoon. Again, my name is Mai and I sincerely apologize for all of the hassles you have experienced.

As we discussed, I have applied the credit of $319.99 to your account, with the understanding that you will be mailing the phone back to us within the next couple of days. Once you have mailed it, please be sure to call me at 505-999-5300 x7726 and I will notate the tracking number on your account. As of right now, your balance due is $325.19.

I have updated the account to reflect your email address, and the correct can be reached number in Oregon. I have also set your number ending in 5278 to be the number that receives the calls and text message alerts.

The extra data charges on your daughter's line is due to monthly Get It Now subscriptions. If your daughter wants to keep them, I would recommend that she download them again as Unlimited. That way she can play the games as much as she wants without the monthly charges. In exchange, I will give you one month credit for the subscriptions.

Edward, I think I took care of everything. Again, I sincerely apologize for the treatment you received previously and hope that I have resolved some of your concerns. If you should have any additional questions or concerns, please feel free to contact us again, or you may call me directly at 505-999-5300 x7726 and I will be more than happy to try to resolve whatever the concern it.

Thank you for being the best part of Verizon Wireless.

Sincerely,

Mai

Verizon Wireless Customer Service

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
            -----Original Message-

    To:        [email protected]

    Subject:  RE: CEASE & DESIST NOTICE -- STOP HARASSING MY FAMILY MEMBERS OVER VERIZON'S FAILURES

The Verizon employee who just called me about this email below was rude, disrespectful and completely unsympathetic to the problems Verizon has caused our family. He made it VERY clear that Verizon does not appreciate in ANY way the thousands of dollars we have spent with your company and that Verizon does not care if we remain subscribers to your service or not.

I cannot believe the lack of courtesy or consideration shown by this Verizon employee, particularly in view of Verizon's repeated customer service failures that have affected us so adversely.

And ONCE AGAIN, the information given to us by this rude, mumbling, fast-talking, un-named Verizon employee directly contradicts the information given us just hours earlier in another phone conversation with Verizon. It's clear that different Verizon employees have access to very different information about our account -- information that is contradictory and which your own employees often admit makes no sense. Yet you waste hours of OUR unpaid time sorting out Verizon's own internal miscommunications and your own erroneous or contradictory records.

My wife and I continue to be more and more disappointed that our customer loyalty to Verizon has not been either appreciated or reciprocated by Verizon. Believe me, we get your ''message'' loud and clear!

Edward B. G

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
    From: Edward G

    Sent: Monday, October 19, 2009 11:28 AM

    Subject: CEASE & DESIST NOTICE -- STOP HARASSING MY FAMILY MEMBERS OVER VERIZON'S FAILURES

Attention Verizon administration:

    Your company is now calling my daughter several times each day to demand payment of our bill. The bill was in arrears until last week due to Verizon's repeated failures to send us a shipping address to return a defective Verizon phone. Verizon has still not supplied us with either a shipping address or a UPS label. We have made nine requests in writing or by phone for Verizon to send us the necessary information or shipping label. Verizon still has not done so.

My daughter is not the account-holder and your calls to her are neither legal nor appropriate. Cease and desist your calls to my daughter. Any further harassment of members of my family by Verizon will be the subject of written complaints to Federal and State regulatory agencies.

You are wasting our time AND threatening us over your own company's repeated failure to do as its employees promise you will do.

    I cannot begin to tell you how disappointed in Verizon we are at this point.


Edward G