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Below is email sent to two executives that cover the southern region of US. Krista Bourne President, Carolinas/Tennessee Region, Verizon Wireless and Charlie Falco Vice President, South Area Customer Service, Verizon Wireless.

I would like to think the Vice President of Customer Service would respond. But NO! It was passed on to an underling at their "Executive Offices" with a phone number located in California. The call I get back it shows "Technical Support" which is the same department I have been transferred thru 4-6 people so far. The "Executive" listened to my story as have all the others. Still the same answer. Verizon is not going to honor the contract we entered into with the purchase. Now I'm not asking for the world here. Only what was stated in the purchase agreement. The total cost to Verizon for them to honor the pricing is a mere $930.22.

But it looks as if that is more than they are willing to invest into a 14 year customer, 10 plus years with Verizon and another 4 with Alltel before the merger.

10-28.2015

Good Afternoon,

I am hoping you will be able to assist me in resolving an issue ongoing with your company. I am having an issue with information that was given via an online shopping cart, online real time chat with a Verizon sales representative and order confirmation sent by way of email. Below is a short version of the issue and is also the issue as reported to the BBB.

Inquired about a purchase I was in process of completing online. I was looking to upgrade two of the four lines on my account, XXX.XXX.8357 and XXX.XXX.9874 to new phones. I added the phones to the shopping cart and picked the new calling plan (The Verizon Plan X Large 12GB). The cart showed the plan price at $80 per month, the new phones line access at $20 per line monthly and the existing lines, XXX.XXX.3935 and XXX.XXX.4164, at a monthly access fee of $9.99 each. Started an online chat with a sales rep. (Real Time session ID RT284195****) and asked a question about the prices showing on existing lines that showed in the cart. (I have copy of shopping cart). I copied and pasted the shopping cart into the chat. The salesperson confirmed the prices for the existing lines at $9.99 each were correct and I asked again, "Is this the correct price on the existing phones?" The reply was "YES". (I have copy of chat conversation). I proceeded to complete the purchase, provided my credit card, which was charged, and Verizon shipped the order. I then received an email confirmation for the order which also quoted the monthly line access for the existing lines at the $9.99 per line. After receiving the order and activating one of the new phones, I received an email with my new bill breakdown. The existing lines are being charged at $40.00 per line. This $30.01 per line more than was quoted! This is more than $60.00 per month higher than the amount we, Verizon and myself, agreed to in the process of entering the purchase contract. I am viewing this as deceptive business practices and breach of contract. I have been to local store and spent more than 1 1/2 hour on phone speaking with numerous associates/supervisors trying to get this resolved. During the last phone call I was given this ID# REYECE1 at 10/27 by a gentleman named Cesar. This may help you to get up to speed with the issue from Verizonโ€™s perspective. A supervisor was to call me as soon as they "got out of a meeting" and to this point 17 hours later still no phone call. The answer I continue to get is, "It was a glitch, I was given incorrect information, there is nothing we can do about it, there is no way you will get that price."

All I would like is for Verizon Wireless to honor the contract by providing the service we agreed to on the existing phone lines (XXX.XXX.4164 and XXX.XXX.3935) at $9.99 monthly per line. This will be the new plan (The Verizon Plan X Large 12GB) that was stated in the cart and in the order confirmation that I received.

Thank You

Reason of review: Pricing issue.

Location: Raleigh, North Carolina

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