Complaint Review: Verizon Wireless - Internet

Currently I'm trying to switch end my Verizon contract due to a change in the Federal Universal Service Charge or FUSC and the international picture & video messaging change as well. I have not paid my newest bill because doing so automatically accepts the terms of the agreement per their customer agreement.

The first time I called I got Emily (ext. 2996), she stated that the FUSC charge that I was notified that would be changed on my April bill didn't effect me or something but that the International Picture and Video messaging might being I called about both changes that were in my April bill. She placed me on hold for almost 20 minutes then she came back and said I didn't use and of those messages, I asked her to look further into it because I have dates in my cell phone that I've been sending international messages, So she put me on hold again for almost 15 minutes when she came back to the phone she said would have to look further into it and give me a call back within 2 hours, from 4:43 pm EST, she also asked It seems like you were waiting for something so you could cancel your contract, is there a reason other than this that you are canceling and I told her no, that I just wanted to cancel due to this reason.

I didn't like her original response to the change in the FUSC charge so I called back, this time I got Ronnikka. She stated that the FUSC is not something I can cancel my contract for without the Early Termination Fee. That according to their right to make changes any price changes would really refer to my rate package if they changed the family share 1400 from $130.00 per month to $140.00 or something. Then she put me on hold, when she came back she said the same thing, and stated that she could give me a credit for the change in fees for the remainder of my contract period which is when I told her that she admitted to having a Material Adverse Effect on me and that as part of my contract that she would then need to let me out, she said she couldn't without the fee and that's when I asked for her supervisor then I was placed on hold again, she told me her supervisor was Alisha and she was busy on other calls and would have to call me back before the end of the evening. Which I never received a call back.

I waited my 2 hours that Emily had promised me a call back from earlier, and she told me that the FUSC charge was not something I could use to cancel my contract, so I asked for her supervisor which was a Toni Gaston at Ext 1555, she ended up yelling at me that it wasn't materially adverse, I explained to her that no where in their contract does it define what is and what isn't materially adverse for me, she got very nasty. So I told her that I would be contacting the FCC, BBB and my state attorney's office.

I called back again and figured I would try over, that is when I got a CSR Shamika, she stated the FUSC charge was not Materially Adverse enough that a few cents doesnt count which is when I explained its more like a 65% increase. I told her there was no where in the contract that gives a concrete definition of what materially adverse is, and that I'm telling her a 65% increase in the FUSC charge for my two lines with them is materially adverse. She said they base whether or not it is materially adverse on the entire bill and being my bill is $130.00 per month it is only about 1% and that's not materially adverse. So I asked for her supervisor which was Gladys at Ext # 1174 and she basically explained the same thing, so i asked for her supervisor, so she put in a request for me to get her supervisor, within 24 - 48 hours I should be hearing back from someone there.

I called yet again, spoke with Kim Ext. 2102, she stated that the FUSC did affect my account, so I started to tell her that it has a material adverse affect on me and that I would like to end my contract without the Early Termination Fee She stated this isn't part of my plan and that I cant end my contract without the fees. I asked for her supervisor, she sent me to a Mercedes Ext. 1027. Mercedes then told me that the FUSC charge isn't a charge they even set which I then referred her to the Customer Agreement where the paragraph (Charges and Fees we set) states they are charges that are set by Verizon and she was mistaken, I asked for her supervisor which she told me she is a senior supervisor and that there was no one else there tonight that could assist me, she would put in a request for me to speak with her immediate supervisor which is Chris and he should be giving me a call back within 24 hours.

I called again, spoke with Kory Ext. 2610 she offered to give me a credit for the remainder of the contract that's when I told her she was admitting that it has a material adverse effect on me and that per my customer agreement I have the right within 60 days to cancel my contract without an early termination fee and thats what I would like to do. She said she can't do it herself that she would need to speak with a supervisor cause even if she put it in it would get rejected. She went to talk to a supervisor to see if it is something they can do for me. She came back to tell me being that they offered me an alternative to the FUSC charges and I refused that would mean that I accept the change in the FUSC, I asked her to point me to the correct place in the Customer Agreement where it states that they can offer a credit to void the terms of the customer agreement under their right to make changes? She couldn't locate a place.

I asked for her supervisors information which was Matthew Korn and I then asked for his supervisor, since I have been upside down and sideways thru this contract and don't see where it states that and he is authorized to make his own adjustment/changes to the terms of the contract to negate the effects of the change. She looked to see if RAD was still in and she said he was not, at that point I asked for another supervisor, she stated she would go get Matthew to come to her as she didn't know his extension off hand. At Ext. 1901. He got on the phone and stated that his credit would negate the terms of the contract and I told him that's not right and I asked where in the contract does it state that he can do that?

He couldn't find a place but he then said that it wouldnt have a material adverse effect on me if he gave me a credit towards my bill for the remainder of the contract. I asked for his supervisor he told me his supervisor is the Associate Director which is Ignacio and that I couldn't have his last name or extension because he doesn't speak directly with customers. I told Matthew that I would be filing a report with the FCC, BBB & Rip Off Report because he admitted it has a Material Adverse affect on me and that this was fraud since he wouldn't abide by the terms that are clearly stated in the contract.

I wish I could get someone's e-mail address to get everything their saying in writing since everyone seems to have a different story. I will continue to state my point which is clearly in the contract that I have 60 days to end it after they make any changes.

Ajkat

Wharton, New Jersey

U.S.A.

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