- Report: #1404202
Complaint Review: Verizon Wireless - Nationwide
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Verizon Wireless
Nationwide, USA
Web:
www.Verizonwireless.com
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Verizon Wireless Their new Beyond Unlimited has System's problems - charged for free Canadian data usage Nationwide
Earlier this year I signed up for Verizon's new Unlimited Data plan. Their data plan included coverage when traveling to Canada or Mexico. Then in late August they reconfigured their data plans and placed me in their new Beyond Unlimited plan. This too included unlimited, and free, data when traveling to Canada or Mexico. Before we took our trip to Canada in September, I checked to ensure data was included. I even went online and used their Travel Planner. Their Travel Planner said my data would be provided without doing anything - I didn't have to purchase a $5 per day travel pass. When we arrived in Canada on the morning of September 14th, I noticed two emails from Verizon. Each one stated I had incurred international data charges - one for $50, the second for $250. I immediately shut off the Jetpack modem. I was forced to sign up for an internet data plan with another provider just to contact Verizon. Much to my dismay, Verizon does not provide an email address in which to contact them about problems. And since telephoning them was cost prohibitive I couldn't do that either. I finally found that they have a Twitter Support account that I could contact via private message. The first rep claimed I didn't qualify for my plan. They suggested I purchase a different plan, one that would cost me an additional $200 per month. I wrote back, quoting their website to advise them, that yes I did qualify. They wrote back that Canada wasn't included. I had to again quote parts of their website telling them about their new Beyond Unlimited Data plan, that service when traveling to Canada was included in the plan at no extra charge. A different rep replied, they said yes, Canadian service was included, and that my account would be adjusted.
The next morning I turned my jetpack back on. It appeared to be working. However two hours later I noticed that I received another email. This one stated I incurred $500 in international data charges, and that my account would be blocked until I agreed to the international charges, and paid them off. I contacted Verizon once again. This rep said I had to contact their global service by telephone. I told them I had no phone service and asked them to remove the erroneous charges and that should unblock my account. They said they could not. This went back and forth for ten days. One rep said there was a problem, others said the charges were correct. One even wrote that they would reduce the charges by $250 but only if I agreed to pay. I again told them the charges were erroneous. I finally had to ask what the charges were for, and when, and where they were charged. They told me they were for roaming in Canada. Then I asked them to confirm my plan, then I asked them to confirm that I had free, included data in Canada, they did. Then i asked how I could then be charged for roaming in Canada. Ah, they said, there's an "anomoly" on your account. Yeah, no Sh#t Sherlock! Then after 11 days, I finally got a rep who agreed. My account was unblocked. But the erroneous charges were not removed. They said they would credit my account once the bill was finalized. I told them I didn't want the amount credited, I wanted it removed in totality because it was erroneous. I'm still waiting.
