Subj: Customer Service/Collections

I Traded in old phone to Verizon for an upgrade to a new IPHONE 16 22 Sept 2024. Received new phone from Verizon and sent old IPHONE back to Verizon per there request and provided shipping Label via UPS on 24 Sept 2024 (tracking number 1Z5Y70X*******900). Per Verizon, my old bill was $100-110 per month and the new phone would add $3.81 more to my bill, TOTAL
27 October 2024 11:12AM- UPS shows delivery of old IPHONE back to Verizon per tracking number
Mid October 2024- received numerous emails from Verizon stating I need to return old phone or I would be charged for it.
10/28/24- 510PM- Individual I spoke with asked me "do we have your phone; did we receive it? I told the individual I don't know what you have, cancer, blonde hair or three legs but you have received my old phone per the UPS tracking number and a previous IMEI ping check indicating the phone was delivered via UPS. Provided them with the tracking number again
11/1/24- Sonya 12:40PM- On hold for 45 minutes
11/3/24 2:40PM- received my bill (due 11/5/24) $373.50 of which $244.52 fee added for not receiving my old phone- on hold 22 minutes. Verizon stated that my payment did not go through- and they are correct. This is not my first rodeo with a company with sub-par customer service- I cancelled the credit card on file since the writing was on the wall. I told them to get the bill straight and I was more than willing to pay as agreed. Received 13 text messages to pay my bill in full. Verizon admitted they received my old phone and would get the bill straight, total phone call 240pm-345PM-1hr 5 minutes
11/4/24- 9:55AM- called Verizon back, on hold 20 minutes. Bill still at 373.52- call breaking up- lost call after 10 minutes- how ironic. Verizon called back and stated they have waived the $244.42 (fee for not having my old phone) and asked that I pay the regular amount of $129.10 (previous bills were $105-110 per month plus the additional fee of $3.81 for the new phone—new math I guess) I paid the $129.10 per *******@1045AM. Within 10 minutes I receive an email stating "thanks for agreeing to pay $244.42 (old phone no return fee- which was just waived)
11/16/24- New iPhone with T-Mobile- I have had enough of this crap
11/17/24 MIKI- $372.02 due I'm told, $244.42 past due(old phone not returned fee)(just paid the $129.10 less than two weeks ago, $244.42 waived, then it wasn't waived, see 11/4/24 call above).MIKI stated "just pay the regular due (129.10) we have your old phone- (bill was just paid 5 Nov 2024), she says next bill due is 5 Dec 2024, just pay the regular payment, the $244.42 is waived". I informed her that we played that game in Nov when I paid the bill then immediately received an email stating I owed the $244.42- MIKI- you need to get up a bit earlier to play stupid games with me. Requested account to be terminated immediately and I have a new carrier since this was a business phone and I'm losing money due to your stupidity. Over 1 hour on phone call with dearest MIKI.
11/18/24-Ellie- so very sorry about this issue Mr. Kerwin- let me look at your account- yes, we have your phone-transfe3rred to supervisor. Sir you owe us $244.42 since you failed to send in your old phone- the $244.42 is a fee for not returning your old phone. Ok I replied- you have my phone- then just either send my old phone back to me or a check for the $244.42 since that what's you say its worth (I'm easy, send me a check) and I will gladly send you back your iPhone 16 and we can walk our separate ways. Ellie states "I may or may not receive a refund of $244.42 since they can't find my old returned phone in the warehouse, but we have it. DO YOU?
Do you know what day and year is? Am I speaking to Joe Biden
11/23/24-received an email to call Verizon@ 4.40 PM. LEE- looks at my account to see why its past due. She wants to credit me the $244.42 (old phone not returned fee)- just pay the regular amount- I asked her if she was friends with MIKI and told her we played that game and to get out of bed earlier. Third request to shut down entire account, now she wants my account PIN (Verizon will never ask you for your account Pin—More BS) she transfers me to customer service—who the hell have I been talking to! Spoke with Tiffany- VERY RUDE- she states I broke the contract. Had you fixed your problem 8 calls ago and straightened out the billing issue we wouldn't be having this conversation right now. I told her what's the difference between pay the "regular amount monthly" and other amounts. I don't recall any other stupidity amounts in the contract pertaining to billing.
11/26/24- Numerous calls from Verizon/phone still disconnected- pay the $244.42 to reconnect. (old phone non return fee) Already three requests to disconnect from this unprofessional company and I'm still required to pay $244.42 for a phone the have admitted they have
12/6/24 Senior Account Specialist-Ray- (lets see how this goes) He has tracking number of returned phone- off to a good start here. Ray will send old phone back to me. Call. Fifteen minutes after call ended I receive a call from Verizon demanding payment of $244.42 (fee for not returning old phone).
12/11/24- Another email demanding Payment of the $244.42 (non return of old phone)
12/13/24- received another email demanding payment of the $244.42 (non return of old phone) I called Verizon and received NO option to speak with anyone- called again spoke with Alex-I explained everything until I was blue in the face, 88th time thus far- she transferred me to another Verizon android- Blah, Blah,Blah- she wanted to transfer me again- not happening! Someone there in that building has to do their job. Transferred to Joey (when a little boy named Joey grows up, he goes by Joe- this isn't good) he stated he can't fix it, very professional attitude- I can't fix it- what the hell are they paying you for?
Its now 9pm- called Verizon back to see if any working humans are there, they answered the phone and hung up- professionalism at its best.
12/16/24- Another demand for payment- called and spoke with PREYAG (confirmed spelling)
He states "he confirms they have the old phone; we are very sorry about all this, I will get this issue right on this call, no worries Mr. Kerwin this will be fixed right here- do not worry about this going to collections- admitted this was all Verizon`s fault. I`m sending you a return kit- we will send you your old phone and a label for you to send the new IPHONE 16 back to us (I'm sure they will receive this one correctly) I asked about all the threatening emails and calls I was receiving from this issue and was told" ignore the emails and calls. Your return kit number is *******, I will call you personally on 21 December to ensure you have received the kit to return you phone so we can go our separate ways, and again I apologize, there is nothing due on your part. 1.4 hrs. On call
12/21- forever- Preyag must to busy assisting Santa load his dam Sleigh- no call- believe me I'm not surprised. UPDATE: still no call or return box as of 1/19/25- didn't want anyone to be surprised by this
1/19/25- on hold 2;28PM—I asked for Preyag, who Verizon replied?,,Yet another shocker here folks… I was told my bill was now over $1000. So, I didn't pay the regular contracted amount of 129 per month for Dec 2024 and Jan 2025, and the bill is over $1000. Yeah, I'm the one who broke the contract.
1/27/25- collections notice for $1070.11
Just to be up front- I was instructed by Verizon to return old phone back to them via their label and box via UPS. That was done- I have done my part. If you can't locate it with a tracking number perhaps you should use a different carrier. I have exhausted NUMEROUS hours on the phone attempting to fix a problem YOU created, not my job, but I attempted in more than good faith. And just so you don't think you can just say whatever you would like to cover things up, I have the calls recorded on my trusty T-Mobile phone, and yes Verizon was notified I was recording the calls for MY quality assurance. Let the games begin!

I originally went into Verizon because I had lost my job, I had saw an ad for their 25$ a month internet service and a 800 credit for phone trade ins for any phone trade in. When I went int They verified I would be eligible for the 25$ a month internet at my address, they also said with a 10$ auto pay discount and a 25$ military discount my bill would be 67$. They looked at my device and verified it would be rated at 800$ and if it wasn't I could deny it and get a refund and the phone back. After I paid for the phone and signed the contract, they then told me that I did not actually qualify for the high-speed internet and they were wrong. I Didn't complain much even though they also told me they could not give me the ProMax phone as planned because the trade wouldn't work. I had originally wanted to use my old phone but they wouldn't let me claiming they had great discounts. Claimed they could get me a 14 plus pro max for 1200 then claimed trade it wasn't allowed and stuck with me a 14 plus for 1000. I accepted this and I was told since my device would give me 800 I would only owe 200 total. I wanted to pay for the 200 extra before I left the store but they said there was a two day wait period so I only was allowed to pay for the cable, power block and case for 201 total. I came back a few days later to pay the 200 for the phone so I could have the extra 5$ taken off my phone each month as they said would happen since I had 800 off due to the trade in. I told them I would only do this on the condition I get 800 for the phone, they claimed as long as I sent it I would. They examined it and cleared it for 800, I sent it in and I got an email saying it would be "accessed to see its worth and the final trade amount would be given. I had been told they if they didn't pay 800 would tell me the amount and let me deny it and send it back and allow me to cancel and have a full refund within one month.

I went home after buying the phone to set my phone up, I set the military discount as well as auto pay off, I took off the services I was told to take off to get my monthly bill to 67% as shown on the quote I will provide. I instead of getting 67$ only got it as long as 99. I asked why the next day and I was told the military discount is 10$ and the employee was confused, I was also told she failed to charge me the 200 that day so I paid for the 200 to take the 5$ off. Then I was told the original estimated price was off also so my bill went from 67 to 99 within two days, plus I did not qualify for the 75$ in savings from using the high-speed internet as I was promised. I spent the next 5+ days on the phone daily trying to get them to honor the 25$ military discount which would take the bill to 67. I wasn't really having any luck because they claimed the employee was ignorant and should have known that was for two lines. On Wed the 2nd I got an email stating they got my device and a final assessment would be done, I was confused because they said it would be worth 800. I called the store the next day and talked to the manager, I asked if I would be getting 800 for sure and he verified that I would and if I did, I would get the device back if I denied it, I was also told I would be able to cancel it and get a full refund at any time. On the morning on 11/4/2022 at 1AM CST I was sent an email stating they had evaluated my device and it was only worth 50$, I did not see a way to dispute it, or request cancellation or my device back so I went back into the store and canceled as the manager claimed that I could.

I walked into the store at 19th and telephone in Moore Oklahoma and talked to the manager, I told him I simply wanted to go ahead and do a full refund/return, as well as get my device back that I sent in for assessment. He laughed and claimed that the device was their property the moment I mailed it to them, I told them I was told it would be assessed and I would be able to deny or accept the offer, if denied they would mail it back and cancel service and refund if requested. He claimed I was misled, He said I was under contract. I asked him to please return all items and explained the over 5 broken promises that they gave me. He told me He couldn't help and that I needed to leave. I asked why and for help. He then yelled at me and started to belittle me, he threatened to call the police if I did not leave. He refused to cancel service, he refused to return all items or explain how to get my trade in device back. He ended up calling the police because I patiently asked him to calm down and help me with the problems I had, the police came and were annoyed after realizing I did nothing at all. They conducted a bait and switch on me and refused to honor or fix the issues that arise from it. Instead, they called the police as a way to keep me from canceling, keep me from getting a refund and going to ATT.

After this I went to ATT and signed back up since I was with them 15 years without issues, I only left due to promises they did not keep. I was only paying 80$ at ATT when I canceled for the 67$ a month offer with the internet savings of 75$. ATT gladly took me back and I switched due to the horrible experiences I had. I had been told by 4 Verizon employees that I could cancel at any time at a full refund within the first MONTH if issues arose. After I signed up with ATT, I went to the Norman Oklahoma Verizon hoping for better customer service, however I was greatly dissatisfied. Once I drove all the way out there, I had the lady who messed the quote up ask if I needed help, Evidently, she switched stores for this day. I denied her help and asked for a manager. I told him the entire timeline of events and asked for my device back, he also said it would not be possible, he said I chose to send it in and it became Verizon's property after that. I begged him to take the device and all items bought that day back and he fought it at first but finally agreed. He then said that since I was showing as not active and that I canceled He couldn't. He claimed the bill was already although it had been 15 minutes been billed to me, He claimed I breached my contract and set my self up for failure. He ignored me when I said I was still within the one-month cancelation period and said employees make mistakes when I said I had 6 broken promises and needed help canceling. He said I broke contract; I wasn't with Verizon and to go to ATT, he said the phone was mine and I was fully responsible for the other 800 and no refund. He then claimed he would call the police if I did not leave. I did not send my device in for anything less than 800$, I did not sign anything when sending it in, I was told it would be assessed, offered then sent back if it wasn't enough. I was told I had a month to cancel without penalties, to return and switch back to ATT including from 5 customer support employees on the phone. However, what the store employees say and the telephone time employees say are not the same.

I need the 800 checks back if they cannot give me the old device. That's what was promised. I chose to cancel due to being attacked and having 6 broken promises. My bill would have been 156$ with the phone not being taken as a trade in as it wasn't, so my 67$ bill turned into 156 and they refused to give me my old phone back or the 800$ so I can go to ATT and get an upgrade with them since Verizon failed to follow through. I cannot get an upgrade without my 800$ phone.

I also need to return all items, get the 401$ I paid them so far back, 201 for the items, 200 for the phone and I need the rest back that went towards the bill.

Please read this account of the avalanche of foul-ups, disruption and aggravation Verizon put me through. And consider how Verizon essentially blew me off. Do you really want to sign up with a company that does business like this?

BRIEF SUMMARY:

- THE WORST: Verizon committed the cardinal sin of WRONGLY DISCONNECTING my DSL and landline service. I most certainly DID NOT request the termination of my service. A Veri-zon customer service rep did so either accidentally or intentionally.
I was without service for three days.

- While that was bad enough, it set off a cascade of additional FOUL-UPS and SHODDY WORK by Verizon that left me unable to perform my free-lance job, cost me income & time, and caused me days of aggravation.
Among other things, a Verizon rep also mistakenly DISCONNECTED my XFINITY CABLE ser-vice, leaving me without TV for a day and a half, which I need for work.

-- It took three visits by Verizon techs to fix what previous visits got wrong.
This caused me great inconvenience and disruption. I had to reschedule multiple appointments because I had to be home when the techs arrived.

-- I spent HOURS on the phone trying to resolve these problems and was regularly met with substandard customer service – including being repeatedly transferred from one Version department to another because the reps were ill-informed.

-- Further, despite being assured that Verizon reps or supervisors would call me back on one matter or another, NONE ever did.

-- Verizon's response: "We don't compensate for inconvenience."
And a Verizon corporate executive, after recounting her own problem with a cable com-pany, summed it all up by saying, "That's life."
CHRONOLOGY OF THIS MISERABLE EXPERIENCE:

April 15,2022 – I called Verizon to simply update my auto pay information. I had changed banks and needed to change my checking routing and account number.
I spoke to rep "Jerome." Had a pleasant conversation, though he pushed hard to persuade me to sign up for Verizon cable. I listened to his pitch, told him it sounded good but wasn't ready to make any changes.
I asked if there was a way to contact him if I did decide to change cable from Xfinity so he could get credit. He said no. He proceeded to pitch me again.
And when I said no, his tone changed.
All of this can be confirmed by listening to the recorded call.

April 19 – As I tried to log on to work from home at 3 a.m. (I am a free-lance news editor), I discovered my Internet was not working. I called Verizon and they scheduled a tech for April 20. (The Version rep I spoke to said NOTHING about my service being disconnected. WHY? Wasn't that info available for the rep to see?)

April 20 – The Verizon tech showed up and discovered my service had been disconnected by Verizon. The tech was decidedly annoyed that he had been needlessly dispatched to my home since there was nothing for him to fix.

April 21 – I called Verizon to report this and was bounced around from department to depart-ment.
I also suspected fraud in disconnecting my service. I requested an investigation into why my service was shut off.
Rep AJ said it would be looked into. She said the disconnect order had been placed on April 15. AJ said she would get back to me on April 28. (She never did)

April 21 – I recalled that I had called Verizon on April 15 to update my autopay information. I suspected Verizon rep "Jerome" had either mistakenly put in an erroneous disconnect order or did so in anger because I wouldn't sign on to Verizon cable.

April 21 – Called Verizon to give this information to AJ, who was not working that day.
Spoke to supervisor Ms. Davis in "verification" and gave her the info and asked her to ask AJ to call me.
AJ never did.

April 21 – Verizon informed me that my previous service could not be restored because Verizon was no longer supporting DSL. I would have to get FIOS.
I expressed my strong disapproval. My DSL was functioning beautifully and my service was fi-ne I had no interest in FIOS.
I said I wanted to be restored to what Verizon had WRONGLY removed me from.
And I said I wanted my service restored IMMEDIATELY so I could work at my job.
Verizon rep said that was impossible.
The Verizon rep said I would not be charged the $99.99 installation fee.
That was hardly a significant concession.
I was FORCED to switch to FIOS – or leave Verizon, which at this point I could not do because of my need to have uninterrupted access to high-speed Internet and my extremely overbur-dened life.
OF COURSE Verizon should not charge me for the FIOS installation fee, since I had no choice.

April 22 – Verizon tech Robert came to hook up FIOS.
But, due to a misunderstanding, he used the wire for my Infinity cable to connect to FIOS.
That meant I had NO TV SERVICE, which I rely on to do my work.
The misunderstanding came when I told the tech I had Verizon landline, DSL and cell.
He asked if I had cable. I said no because, in context, I interpreted his question to be whether I had Verizon cable, which I don't.
But he interpreted my answer as saying I had no cable at all.
Would've been far better if he had been specific instead of making the erroneous assumption that he did.
Regardless, I was left without cable or TV, which I needed for my work.

April 22 – That tech, Robert, also screwed up when he set up an online account for me.
When I tried to go online on April 25 to sign up for auto pay, the username & password he set up did not work.
So I had to call Verizon to straighten out another mistake by Verizon.
Verizon customer service rep Nitu ultimately fixed my access.
More needless time and effort spent by me due to Verizon's mistakes

April 22 – Same tech, THIRD mistake. Robert hooked up FIOS by plugging in to an outlet that is controlled by a light switch.
When I turned off the light that night, the FIOS equipment made noises and shut off. More noise from router when I turned the light on.
Clearly, this was the wrong place to connect the router, etc., and no doubt would have harmed the router.

April 24 -- When I called Verizon customer service to complain, rep Naveen actually said this:
"Why didn't you tell the tech about the light switch?"
I am the customer. I have NO KNOWLEDGE about electric matters, nor should I.
It is the TECH'S role to know how to do HIS JOB.
But this rep actually tried to put the onus on the CUSTOMER?

April 24 – When tech Robert installed the router and other wires, he left the cables & wires in a tangled heap. (I have a photo which I will provide.)
The router's cable was short and Robert did not come prepared with longer cables & wires.
Instead of going back to his truck to get the proper equipment, he just jerry-rigged the set up, including connecting to the outlet controlled by a light switch – which was clearly visible.

April 25 – Tech D'Angelo re-installed the router, etc., with longer wires and checked to make sure everything was working properly.
FINALLY, it was.

May 11 – I called Verizon to register my detailed complaint and to request a response from Verizon.
I was connected to Matt, a supervisor in billing. I asked to whom I could send this long chro-nology and request for Verizon to address what it has caused.
Matt old me there was no way to email my complaint. He also said that Verizon didn't have anyone who could address complaints such as mine.
I was surprised.
So I then advised him that I have the name and email address of Verizon's senior vice presi-dent for customer relations and offered to provide it to him.
He did not reply.
He asked me what I want. I said I want Verizon to tangibly acknowledge that its actions in this episode are unacceptable and that the company will demonstrate it believes in making up for its errors by providing compensation to those customers who have suffered financial hits due to Verizon's mistakes.
I said it is common practice for companies with integrity to do just that.
Matt asked me how I know that. Apparently, he is not well-informed about the consumer prac-tices of the best companies.
I asked for three months of credit for my services.
He told me the most Verizon would grant me is $50.
I asked him what he would think if my experience with Verizon had happened to him.
His reply was extraordinary: He said he would re-evaluate his choice of companies.
While likely an honest reply, it served to effectively let me know Verizon would be fine with me going to a new company.
I suggest you review the recording of the conversation.

May 19 – Tracy Kay, of Verizon executive relations, called to reply to the email I sent re-counting my experience.
She, of course, "apologized" and offered me a $50 credit and said Verizon does not compen-sate for "inconvenience" (Understandable, since the company would go bankrupt if it did."
She recounted her own bad experience with a cable company and, essentially, equated it to my experience, and shrugged it all off this way: "Life happens."

IN CONCLUSION:

For the record, I have found NO IMPROVEMENT in speed or anything else w/ FIOS.

Days upon days of disruption, aggravation, lost income. With no benefit as a result. That's the bottom line of this miserable episode. All I have received is a symphony of Verizon's "apolo-gies."

If my life were not unduly complicated at the present time, please know I would abandon Veri-zon ASAP and sign up with another company now. But I am stuck until I can.

$#*! shjit $#*! thats alli can say nothig else

Piece of $#*! service all the way along period...

The verizon.com is OK is is OK and the 1 800 number for service and support is pretty good in house service is an absolute rip off. Unfortunately in my area I am blocked walled cornered in by people by people milking the dollars because we can't get service otherwise. I'm in an area where Verizon gets the best signal. Yet at my home address spectrum 4 millis from formally Time Warner Cable runs the entire gauntlet in my area.
So I paid the price of the same price that everybody pays for phone but then I have to pay an exponentially high price to get Wi-Fi to even use the Verizon service his service so Verizon and spectrum have me in their pocket each at $80 minimum per month turning a $160 we're not talking cable we're talking all of this just so I can use my Verizon at home With both companies diplomatic my pocket. Any time I have gone into a Verizon location though I've been with them for umpteen years nobody at the Verizon location gives a crap about you they are their commission based hungry sharks looking to upsail in hes looking to upsell you and if you're looking like your cheap will sell you outdated products that were programmed in sigon and you can't even get a phone that does talk to text properly without distorting every message or typo in over it after you hand wrote it. You're right out there.The vultures are circling. I lost a few business clients because of the constant typo and that's why I hand entered it and then the phone changes it don't ever go with the Verizon A50I got duped into that I was working out of state my phone screen cracked and I was told they would assess the phone in Tech Support to see if it would be OK or if I needed to go to a different system to do my job I was out of state I was vulnerable and the girl capitalized on me. Feeding her commission based approach never took the phone to phone support said your phone's not working... Do you want a phone or not this is the phone I can put you into in your price range. I wanted to pay outright for the phone to get the discount she said that's no longer available I said well this isn't the phone I would choose so the girl that assessed me upon the entry of the stair 20 minutes ago 20 minutes ago told me that it would be sent to text support. To assess if it was simply a malfunction of the cracked screen and if I was OK to continue before I was forced a new phone. She never sent it through Tech Support turns out the phone was just fine it was the S7 yes we're backing up a bit but in that sense that I've been paying for the a 50 Verizon phone which is an absolute rip off to mankind an insult to injury for somebody trusting Verizon support in a walk in location and a vulnerable business situation situation I would fire Verizon tomorrow and yet I still have to couple more payments left on this stupid phone you're the stupid phone that I would never even feel comfortable handing down to a homeless person I would drop kicked in Lake George before I would hand this toxic phone And it's Is toxic service tservice that I've been provided for 3 and a 1/2 years by this stupid piece of crap phone that I overpaid for that this Verizon leverizon location service person totally not orientated to serve as but her own greedy commission based thoughts screwed me with that again I couldn't save money buying on outright that they put on my plan which of course won't your plan is charged even a dollar more are the taxes Jackie rub that you end up paying so much more for a phone than you should even though it looks like convenience and it would be maybe. I had all my belongings stolen many many years ago when I was leaving the state. Is some hungry commission based Verizon girl sold me this old dog outmolded not even could you pay somebody to take it and I told her if I'm gonna spend this kind of money on a tablet I want something high Tech just coming out into the universe and she duped me...
I sent my friend Anne who was due for a new phone with all of these new upgrades hes in a different state he save my life I pay for his phone yeah I'll he had to do his cheese a or B for one of the 2 phones that was high Tech and then the girl girl duped him for every freaking package that she could do he should have simply been able to walk in there and get his new phone and his contacts and everything transferred for a simple time exchange to make it convenient for him. He walked out with a bill for $369 cause I stepped away though I told the girl exactly what I wanted for him and she still screwed him bastronome bottom her little thick eyelashes in her big tits and wanted to suck him in for commission I am so disappointed with every Verizon location for every kind of service for existing customers that if I didn't have to have them because I'm cornered in black walled for the moment until another company wakes up and competes with their cornerstone I would fire them tomorrow

If it was possible for me to give zero stars, that is exactly what I would be doing. Which I assume is why the overall rating on VZW on BBB is terrible. I just got off the phone with a 'Bryan,' a "manager" in tech support (he wouldn't provide any additional information about himself, after speaking to a 'David' in customer service. Last month (November) I received a paper bill stating I owed money to Verizon, specifically $193.50, which I found to be incredibly odd as I left VZW in March, 2020. In March, I paid off all balances, my phone, my watch, and canceled services while I transferred to AT&T. I made this switch because after over a DECADE of being an incredibly loyal customer to vzw, they only continued to raise prices and made no effort to assist those who have been "loyal." For my phone line and my watch (which also had a line attached to which they insisted I couldn't remove until I paid off said watch), I was paying almost $200 a month. For one phone line with data, and a watch. $200.

So today I called to figure out exactly how I am still being charged every month for services I do not use, and beyond that, how I was never notified that I am 8+ months past due on these nonsensical payments. Especially since I called and spoke with an 'Allyne' in customer service in an attempt to recover past itemized bills, and she herself never told me that I was 7 months past due on my account.

The first man I had the pleasure of speaking with was 'David,' a wonderfully monotoned man with no inflection or hint of empathy who answered my call with "Hello," making me question whether I called the right number in the first place. He proceeded to tell me that I had been getting emails about this monthly bill for months, and that it is my fault for not addressing these emails. Now, again, I was with VZW for a decade, same due date, aware of my payments, and never once relied on my email to communicate with VZW so as a result, VZW emails go to my "junk" email, the one things go to when they are not important. I informed him that I was not A. Logging into my VZW account (because it had been closed and I have no access), and B. I would not be looking for VZW emails as I am no longer a customer of VZW. As you might assume, the situation incredibly frustrating, and the sound of this 80s monotone level history teacher's voice was even more frustrating. I am honest, I am a passionate person who is aware that in 2020 I, and anyone else, have the ability to express these frustrations with colorful language, like f**k, and this is bull s**t. Not aimed towards him, just at the situation, and then asked him to send me to a manager (and yes, I let him know I was aware of my attitude and apologized for taking it out on him, but nonetheless this needed handled). Now, my new friend David decided to give me some beautiful advice, to avoid "using profanity" while I speak to management. I let him know that it would be great to be sent to a female manager as I do not need a man telling me how I am allowed to express my frustration, but of course he "doesn't control that," and I got sent to Bryan.

Bryan came on as one should, peppy and ready to assist, he listened to my concerns, went back and read the notes as the man before and presented as though he was ready to help. As I was explaining to him that I have not been with VZW in almost a year, and advised him that I did not want to have a line for my watch in the first place and tried multiple times to cancel it so people would stop calling my watch asking for whoever had the number before. I also let him know that I have not once used this service as my watch is bluetooth connected to my phone, anddddd that's when it got fun. He then told me that I have in fact been using VZW services by using the watch itself because it has the CAPABILITY of making it's own calls and texts while not connected to my phone. He has now lost his pep and any desire to assist me with this near $200 bill for services I have not accessed at all (well before I switched to AT&T), stating that it is my fault for not checking or responding to the emails. He of course let me know that I could pay the bill, and "it would be all over with," except it would not because now for the last 8 months I have been getting negative hits on my credit report for a $12 watch line that I do not use. He proceeded to let me know that he would not be waiving any of the past bills despite being able to view himself I have not used said service, and only worn my watch a handful of times (to tell TIME and read texts sent from my ATT phone) because we are in the middle of a PANDEMIC and no one has any reason to go out, therefore I do not need to be using my watch.

I let him know that it is almost Christmas, I am a single mother, a social worker, in the middle of a pandemic and I should not be expected to pay for a service that was SUPPOSEDLY CANCELED. I asked him why I had not received phone calls, paper mail sooner, been advised by the rep I spoke to in October, or hell even been sent to collections for being this many months behind. He stated they did "the most we could do" by sending me an email, and they didn't have a need to send me to collections as of yet because they "suspended" the services on my watch due to non-payment. Something I of course didn't even notice because I DO NOT USE MY WATCH FOR A PHONE LINE. As it was apparent he was going to be of no help either, I got the little information he would give me surrounding himself and the other VZW reps I have spoken to. I am now going to be posting as many reviews, as many places as I can possibly find, contact my credit bureaus and disputing all "late payment" charges, and then determine if/how I am going to make this damn payment. So... as a recap to VZW
- They have ZERO respect for their customers loyalty, no matter the length of time that loyalty lasted. As a result...
---- There is no reward for customer loyalty. Not a one.
- They have the absolute HIGHEST prices out of any other phone company and attempt to get away with it under the "guise" that they are the best provider.
---- Hint: that isn't true. My service with AT&T is just as good as the service I had before, & even with bundling my home internet services, I am still paying $60 LESS per month than I was with VZW.

- They will KNOWINGLY keep your account active, open and do the bare minimum to contact you if you miss payments simply to wrack your bill up, because once it's sent to collections we can "settle" for less, and they just don't want that.

- The majority of their customer service reps are unpleasant to speak to, after you wait on a 30+ minute hold time to access them in the first place.
--With that said, despite her not telling me that my "bill was way past due," Allyne was actually quite pleasant and attempted to help me.

Let's stop fooling ourselves into thinking they are the "best," it is 2020, even Sprint has a 5G network. Do yourself a favor and take your money and business elsewhere.

They committed FINANCIAL FRAUD and had obvious cover-ups including ERASING the "Remarks" - the master log of all account activity which proves the fraud and unauthorized access to my account.

On October 27,2009 my phone was disconnected due to non-payment of 2 full months. The following day, someone from within Verizon accessed my account and made significant changes to LIE and inflate the amount I "owed." The reactivated my line, waived activation fee, added a second fake line of service, doubled the plan, and somehow maintained billing for 2 additional months - all without payment. My phone never worked from that day onward, regardless of billing showing my service was reactivated and "working." 100% fraud!

Obvious cover-ups were made to try and hide the Fraud including disconnecting all search criteria connected to my account, and they also DELETED the entire "Remarks" section that all levels of Verizon employees (including Executive Relations) agree is impossible to do in the system. This is the master log of ALL activity showing who accessed the account, exactly what time, and all the changes that occurred. This is a record that all companies keep to keep accurate track of all account activity.

And the search thing, I used to work there in Tech Support department and it was always incredibly easy to do manual searches for customers, no matter how old the account, with their basic info. Typing in my SSN, name, address, zip, etc all turned up no search results for all departments including Care, Tech support, Sales, Fraud, and executive Relations departments. After a BBB complaint, Verizon assigned Jaymi Moore King to me and essentially refused to let anyone else talk to me. Jaymi has been with the company since February, and she was not competent enough to even locate my account. The third Executive Relations Analyst (Heidi Koshman) had the idea to reach out to CORE. CORE is responsible for running the initial credit application. They located my account based on SSN since they are governed by federal regulations to maintain such info (thus the cover-up did not include manipulating this data).

Jaymi gave me a "FDL" - Final Decision Letter saying they "thoroughly researched the issue" and they will NEVER talk to me or respond to me again. They even eluded to me harassing them LOL. The FINANCIAL FRAUD that has occurred on my account involves changes that are impossible for a consumer like me to make, without ever making a payment in just shy of 4 whole months.

Once they found the account they did send me copies of all the bills that identify the impossible billing changes. They even backdated the plan change to maximize the cost, as well as prorate the disconnect date and add overage charges based on it. The bill prove the fake line of service they added was never used. Also, my phone never had a single minute used or kilobyte of data go in or out after the original disconnect date.

Verizon claims the final bill is valid. However, without ever locating the missing "Remarks" section it is entirely impossible for anyone to determine whether or not the FRAUD occurred, because the master log of WHO did the unauthorized access to my account was conveniently deleted. I spoke with 40+ agents on all levels who each confirmed this is not possible. And also confirmed they could not do manual searches to locate my account do to search criteria for all my personal details somehow being disconnected from the account.

For 3 weeks or so (beginning on October 25,2009 - the day they located the account), 100% of everyone who accessed my account could view the bills. Now Verizon has implemented an additional change to the system and all agents i speak with agree they do not have the ability to access or view the bills anymore.

All these years I thought the fraud most likely occurred from the hand-off from one collection company to the next. Because we see the changes in the final bills, and especially when you consider the "impossible" changes and obvious cover-ups, it is clear that the Fraud has 100% occurred from within Verizon Wireless. I want everyone in the world to know what they're doing. I never paid the money because at no point have any of the collection tried to collect the correct amount of money due to Verizon's LIES. Verizon's final stance is to redirect me to the current collection company which is still harassing me to this day. It has been 9 years and they cannot legally collect from me since it is beyond the stature of limitation. However, they screwed my credit for 7 years, and if I get a new phone number tomorrow, collections can legally acquire it and continue to harass me even though they cannot legally collect from me in a court of law.

It is inconceivable to think this has only happened to just me. The obvious cover-ups to attempt to mask their FRAUD must include other innocent customers, where Verizon LIED to inflate their numbers too, so that they can sell the "debt" for a higher amount the collection company.

Verizon HAS NOT thoroughly researched and address the concern until the "Remarks" are recovered, or at the very least, explained why they are missing on what seems to be my account only. In my 15 or so calls to Fraud Department and other department, only one person ever (guy in Fraud) says he has seen Remarks section deleted. He said "hmm, that's weird. That's the second account today with Remarks missing."

Verizon Wireless 100% committed FINANCIAL FRAUD against me. And it curdles my blood to this a company like this is most likely doing this to other people as well.

Actually giving one star as there is no less. Feeling really bad even as I have been a Verizon customer for almost 3 years previously and currently a Verizon customer as well since 2 months.

First I have to say currently once I rejoined, Verizon basically cheated me. I am paying almost 50$ for a 4G LTE whereas I am only getting only 3G, and seriously, I didn't even get a 4G LTE even once since I joined two months back, just check your database or anywhere you can check if you don't believe me and just show me once it shows you my phone getting 4G LTE, also couldn't retrieve the 150$ rebate that you get When you join back Verizon again cause it won't let me log in to my Verizon because it had wrong email and address and even after calling the customer care, they just passed it to tech and tech also couldn't correct and I am being cheated for two months and even lost my rebate due to Verizon's incompetence, and do you really expect me to pay for your incompetence every time with that much time me explaining the issue again and again continuously. However since I finally am on my soapbox, so let me vent and narrate what exactly is going on.

So I took Verizon in 2015 first and continued till 2018. The plan I had was a 4G LTE one and had 4-5 persons and I was the account owner. In 2018, I made another person from that group the account owner and left Verizon. Then in September 2019, I joined back to Verizon in the same group, and in the store itself, I said why it is saying 3G whereas I bought a 4G LTE plan, the group also was having 4G LTE only anyways. The lady said it might just be taking time, wait couple of mins else call customer care. I also asked the lady about the rebate she handed me of 150$ and she said to just login to myVerizon and do it quickly.

I came back, had to fly to Louisville and then checked and it was still 3G then thought let's at least login and claim my rebate for 150$, learnt that I couldn't even login to myVerizon as every time I was doing forgot password it was mentioning that your email in file is incorrect and when I saw, it was the account owner's old email which he also wasn't using, not sure how that connected because no, my email was correct till I left, and how your application or software works and any bugs is not my responsibility. Then I called the Verizon customer care, the agent asked me all sort of details, asked for the account pin which the account owner was supposed to have, I got him in the call, everything sorted out, agent said I would correct it, can you confirm the mailing address. I said mine and seemed even that was my account owner's old address, as we figured even this would have gotten swapped some wrong way but seriously, figuring out your software bug, how is it my responsibility? And then the agent said that login cannot reset password until mailing address is correct and address cannot be corrected unless I can log in, I mean what kind of idiotic logic is that? And she said I will try to reset and let's see if you can log in and still the same issue, then she said she would pass this over to the tech guy.

Now the tech guy was much worse. He said let's do one thing, let's reset the entire phone like wipe clean, I was like are you kidding? I can do a network reset may be, but I have lot of data, cannot just wipe my phone entirely, he is like but if you just joined Verizon then the device is new, I said no, I took it through Verizon only, but since I first joined so not new, I just joined back to Verizon. He said okay then let's do a network reset and then restart your phone and I will call you back after a minute of restart once I check. Did it, didn't work, neither did he ever call thought he took the contact number already. The whole process took around 2.5-3 hours, and at the end, no result. Now I had to leave for work, I mean if that much incompetence from the first agent and rudeness from the tech guy, and from Verizon, I never expected.

I came back home to TURLOCK, CA. Figured another issue, it didn't even have any network at or around my place, and I live in the middle of the city in oak parks right beside Walmart, so now I have work only in office even though I have the flexibility to work from home cause I do require my phone and at home, it doesn't even have 1 tower. I mean even networks like h2o has their best network in such places where I live and this is Verizon, any other place like my work and anywhere else I have 3G and paying 50$ for 4G LTE that I hope may be will glance once in my lifetime as since two months haven't for sure, this really is cheating and Verizon, you have screwed up the worst, never expected from you for sure. And when I called customer care again they were asking me to go outside at midnight alone so they can hear me properly, I drove to the highway where I found, and after speaking for 10 mins, they asked for the same thing and called up a tech guy and said no one is available, I mean come on am I providing the customer service or may be supposed to here. They asked me to call again later, so what? I am supposed to stay on the highway for another hour or call and go over your competence when I am at work by wasting my work time. Seriously, please do better else at least don't cheat, I am sure begging is better than cheating and taking money for 4G LTE while providing 3G all over US and almost no network at my home which is at the center most place in city, no reason for this at all. And such worst customer service, you not being able to figure out your tech problem due to which something is messed up is your problem not mine else hire me, lol. Okay, done venting and off my soapbox.

Why soooo overpriced? You don't offer much more than other providers :(