Complaint Review: Verizon WIreless - Branchburg New Jersey

I've been with GTE/Verizonfor over 4 years now. I've liked the phone service. I even recommended them to the steering committee where I work when we were deciding what company to go with for our long term contract. I was Verizon all the way, until now.

My phone was lost/stolen about two weeks ago. When I went to the Verizon store to replace the phone I was told I couldn't get a great deal on a replacement because I was still under contract. Furthermore, since they no longer offer the (analog) rate plan that I have, they said wouldn't be able to do anything anyway. According to them, the only way I could get what I wanted was to upgrade my service plan. They suggested I call the customer service number for anything else.

Fair enough. I called customer service. The woman there looked up my account. She told me that the store people didn't know what they were talking about. I could just get another phone and they would register it with the system. So, I bought a replacement phone from eBay that was exactly the same model number that I had lost.

When I called the customer service people back, the "fun" began. I was told that their system wouldn't allow them to add the new phone to my (analog) calling plan and the only way I could get service was to upgrade my plan to digital. Basically, they told me it was impossible for my digital phone to operate under my analog plan, even though they previous one operated under it for 16 months and my wife's phone (the same model) operates under the pan.

I then asked them a direct question. Under what circumstances would I be able to get continued phone service under the plan I currently have and the answer was "None, you HAVE to upgrade (i.e. pay more for) your plan." Then I then asked if they would let me out of the contract and they told me no, that would be $350 (2 X $175) to cancel.

Now, because I have a very cheap plan, it would cost me less to just let the plan run out and then cancel rather than pay the $350 fee... EXCEPT, after 3 months of having my phone suspended it will automatically be "canceled", firing off the $350 fee. (Another interesting aside: My phone is the "Primary" so they won't let me cancel just that line.)

I asked them why they are allowed to skip out on their obligation to the contract but I am not. They told me that it was my choice not to participate in the contract. Of course, the only way I can participate in that contract is to sign a new contract!

I contracted with them to provide phone service but they refuse to do it. Am I missing something? I don't think they can simply change the terms of the contract when it suits them. That's the whole point of having a contract in the first place.

So, my choices:

1. Pay the $350 cancellation fee and be done with it.

2. Pay for both phones for three months, using only one and then pay the cancellation fee.

3. "Upgrade" to the new contract, paying substantially more.

4. Sue them. (Even if I lose it'll cost them more than they'll ever make from me.)

Any other suggestions?

Gary

Houaton, Texas
U.S.A.