Complaint Review: Verizon Wireless - Nationwide

Verizon Home Connect Ripoff

Don't believe Verizon agents, they will work you over!

The contract will be used against you - regardless of what they tell you.

Bottom line, there are much more attractive services out there for much less money - some with no contract. Do your homework before signing a Verizon contract!

We are out of the US. Attempted to put our home connect service on vacation. Was able to open chat sessions and present our case, got bum data, they refused to communicate via e-mail. We could not call them from the Middle East country we were in. They simply said to go into our local Verizon office and work it out!

Here is a running log:

17-Feb-2014

Bryan (Verizon agent): Ah you are able to suspend for up to 180 days without billing.

ray (Me): So 180 days sounds OK for now so 4 months is 120 days.

Bryan: After 90 days it will restore and billing will resume automatically

Bryan: Let me do some digging here for you Ray

Bryan: You suspended it on 2/15

Bryan: 90 calendar days from the 15th would be right around May 10th

ray: If we are still out of the US then, can we re-suspend?

Bryan: You sure can!

18-Feb-2014

Received this message:

Today is February 18, 2014 and you opted to suspend your service without billing. You can reconnect your service at any time by returning to My Verizon. If you do not reconnect service, service will be automatically reconnected and billing will resume in 1 days on February 19, 2014.

20-Feb-2014

Received this message:

Today is February 20, 2014 and you opted to suspend your service without billing. You can reconnect your service at any time by returning to My Verizon. If you do not reconnect service, service will be automatically reconnected and billing will resume in 1 days on February 21, 2014.

20-Mar-14

My name is Thomas, how may I assist you?

ray: That will be helpful. We have several options as I understand it

ray: Discctiue [discontinue] now and pay a $90 fee, continue serice perhaps for one or two months then put it back on vacation. Are there other options? How many months till we can put it on vacation? We don't need service till Aug.

Thomas: Thanks so much for the wait. I am showing that you would have 90 days remaining to suspend without billing. This would take effect 3-21-2014 if you wished?

ray: Are you saying you can suspend now for 90 days then we start paying for service after 90 days?

Thomas: That would be correct.

ray: OK - so please confirm, if we suspend now for 90 days, the next bill will be in aprox 120 days with service starting in about 90 days. Is that correct?

Thomas: That's almost correct. The suspend will take effect 3-21-2014, you will get a bill on the 15th of each moth, this bill will reflect a credit as the line is suspended. On the 91st day, billing would resume and you would receive a regular bill after that. Depending on the time frame  that the line has not been suspended, you may see a few days of partial month charges but this should be offset by the credits.

ray: OK - Please go ahead and suspend. We will look for the changes. Thanks, Ray

ray: Should I do the suspend or should you do the suspend?

Thomas: No problem, I can do this for you and you are all set.

30-April-2014 After receiving a ~$55.00 bill.

My name is Serenity, how may I assist you?

ray: Yes, I had gone back on to re-suspend and in fact as you read over the chat session you will see your agent said he would do it - but it never worked!

Serenity: I am so sorry about that,  I show that the line was reconnected on 03/23/2014  but it was suspended on 03/21 there was no suspension for the device since 03/23,

ray: We would be happy to dump Verizon and were told that we could do that for $90.00 then we subsequently paid a bill (that we didn't need to) and now we have another ~$55 bill.

5-May-2014

My name is Thaddeus, how may I assist you?

Thaddeus: I really do apologize for the inconvenience that this is causing you at this time, The policy of Verizon agents through chat is to refer Customer to verbally speak with a live agent to request a credit for a bill issue. I certainly would issue the credit to the account if I had the authorization.

Final situation, we were billed for months of service we did not receive, for suspensions that were made by Verizon agents - that didn't work, and for a final cancellation fee of $90.00. We found at least 5 alternative companies that provide similar service some with not contract and all with much lower fees. We have gone with MagicJack http://www.magicjack.com/ and have wonderful service even while out of the US - all for 1/10th the cost and no contract!