verizon is a lying bunch of liars - wwyd

3003girl

Ok ladies. 

Right before Christmas I switched from at&t to verizon. I called them and they said I would have to start two accounts with two phones and then consolidate them. I asked about activation fees and if I had to pay for service for the one phone before I activated it because it would be here a week earlier than the iPhone.

They said I wouldn't be charged two activation fees and I wouldn't be charged for the phone before I activated and ported both numbers at the same time.

Well, they did. And it's on a separate bill from my main account. So now I'm getting 2 bills - one that I paid and pay monthly for my service, and another for $45 that they want me to pay for a number I never used and an activation fee.

I've talked to 3 different customer service people and each has given me a different answer. One guy actually told me he would waive the activation fee but I would have to pay for the service. I said I didn't want to pay for either, and he told me if I talked to a manager the "waived activation fee would be off the table" Isn't that bribery?

WFT?  WWYD?  

LadyExtravaganza

I don't understand why you got two phones in the first place. I'm so confused. I can't judge the c/s response because I don't understand why/how you ended up in this situation.

MarSamWhitney

I agree, I think you left a part out.

3003girl

sorry, I'm all riled up. 

One phone is for me (the iphone) and the other is an LG phone for my husband. 2 phones, one account. They told me you can't order an iPhone and a regular phone at the same time. ??? So I had to order them separately, then port my numbers and consolidate the account.  It seemed complicated, so I asked about setup fees and when the account would be active because the LG phone would get here a week before the iPhone. They said I would only have to pay one set up fee and that the accounts wouldn't be active until I set up the iphone, as long as I did it all at once. 

does that make sense? 

MarSamWhitney

Ya, it makes sense why you are annoyed now! Wth...I have Sprint, so I don't know if that is normal procedure for Verizon. I would be a bit riled myself. I hope you get it cleared up with them. Just keep calling until you get someone to get rid of that 45 dollar charge. Good luck!!

jenmom2girls

I HATE Verizon!

LadyExtravaganza

Yeah, that's bs. I would be pissed. They wouldn't let you set up a family plan with an iphone? That just seems ridiculous.

I agree that you should just call and complain every day. 

kelbel527

Honestly, I'd keep going as high as I could until someone waived all the fees I wasn't supposed to pay.  I've been pretty sucessful in any arguements with Verizon when I have discrepancies on billing or anything.  Usually there is someone who can fix it.

If not, (and as a total last resort) you can always file a claim with the BBB.  I had no idea this would be effective, but I did it with Sprint 4 years ago and got them to waive a termination fee.  (I got no service in the town I moved to with Sprint and wanted out of my contract since they couldn't provide me with proper cell reception).  I assume that someone in Verizon would respond to that...at least Sprint did.

NicoleWright8

I had the exact same situation with setting up a family plan with an iPhone and non iPhone. They started the non iPhone on a single plan, then once I activated the iPhone it switched to a family plan. Only problem was that they never cancelled the single plan. I spent a ton of time going through my bills and trying to explain how they screwed up and were charging me twice. They eventually credited my account but it was all in the most ass backwards way. They talked in circles and I still don't feel 100% confident that I was credited correctly but I was tired of dealing with it. 

All that said, I'm pretty sure activation fees are per line so it makes sense that you would pay that twice.

Once I got that whole fiasco over with I've had no other issues with them. 

hmp1

Not sure this will work but it is supposed to be a way to email the CEO. I work for a huge company and we have an Office of the President/CEO group that handles all complaints sent to the CEO. They get taken seriously and usually are resolved quickly.

jcole32444

kelbel527:

Honestly, I'd keep going as high as I could until someone waived all the fees I wasn't supposed to pay.  I've been pretty sucessful in any arguements with Verizon when I have discrepancies on billing or anything.  Usually there is someone who can fix it.

If not, (and as a total last resort) you can always file a claim with the BBB.  I had no idea this would be effective, but I did it with Sprint 4 years ago and got them to waive a termination fee.  (I got no service in the town I moved to with Sprint and wanted out of my contract since they couldn't provide me with proper cell reception).  I assume that someone in Verizon would respond to that...at least Sprint did.

THIS!!! Also I would mention what the idiots you have already spoken with have told you.

jcole32444

kelbel527:

Honestly, I'd keep going as high as I could until someone waived all the fees I wasn't supposed to pay.  I've been pretty sucessful in any arguements with Verizon when I have discrepancies on billing or anything.  Usually there is someone who can fix it.

If not, (and as a total last resort) you can always file a claim with the BBB.  I had no idea this would be effective, but I did it with Sprint 4 years ago and got them to waive a termination fee.  (I got no service in the town I moved to with Sprint and wanted out of my contract since they couldn't provide me with proper cell reception).  I assume that someone in Verizon would respond to that...at least Sprint did.

THIS!!! Also I would mention what the idiots you have already spoken with have told you.

hopkins5

Start documenting everything. I'd call and explain the situation and that you were told you would only be paying one fee for both phones. If you're unsuccessful, ask to speak to a supervisor. If you're unsuccessful there, ask to speak to a manager. Keep working your way up. Make sure you ask for names along the way so that when all is said and done, you can report everyone for screwing you around. I hope you get this sorted soon!

3003girl

Thanks for the advice and commiseration. I am going to call them again to or row and try to get it all figured out. It's ridiculous though. Every person has told me a different thing so far. I do have everyone's name and dates, even the very first person I spoke to who told me that I would only have to pay one set up fee. I think he lied to get me to switch over because I was asking him about all the fees and plans and he knew I was on the fence. 

 

RumbleLina

mbenit4:

I have NEVER heard of you NOT paying an activation fee on each phone even if it was on one account.

 

All that is negotiable and they can waive it. One time out of three services started have I had to pay an activation fee.

RouensDream

Yep. That sounds like Verizon. Ugh.

3003girl

I talked to someone today in Sales (trying to get a hold of the original salesperson) and they said that person can issue a credit for me. He doesn't work until Saturday though. So we'll see if this is another lie. 

If they don't issue a credit I'm filing a report with the FCC and the FTC.