Recent Issue with Customer Service
by Danny L. - Posted Mon July 13, 2009 @ 9:47 AM
On April 20, 2009 (between 8:30pm to 9:00pm) I spoke with a representative by the name of Mike. We discussed a change in the contract that regarding group text messaging. I was told that because of this change, I would not be charged an ETF if I decided to transfer to another carrier. Skeptical, I told Mike to send me an email stating that this was in fact true. He refused, but assured me that he would make a note in my account. He also gave me an extension that I could reach him at.
Fast forward to July 10, 2009 when I call in to make sure that what Mike and I discussed was in fact true. The representative I spoke with told me that Mike had only noted that we discussed text messaging charges and that there were no notes regarding the ETF. Frustrated, I gave the representative Mike's extension and asked if she could transfer me. She told me that there was no way for me to reach Mike and that the best thing she could do was email Mike for me. During the call, the representative claimed that after looking further into the notes, Mike had noted that I was able to cancel with a waived termination fee, but only within 60 days of what was changed in the contract. Mike had not explained this to me, and I was under the impression that my ETF would be waived no matter when I wanted to cancel.
To summarize, I was lied to. I was told something that wasn't true. Mike had assured me that I would be able to contact him through his extension if any complications occurred, but that has not been the case. No one at Verizon has been able to get me in contact with him. It's been days since the representative sent the email to Mike, and I have yet to hear back from him.
I've been a VZW customer for longer than I can remember, but recently I have been considering switching carriers. Unfortunately, I am still locked into a contract that I feel should've been terminated back in April when I first spoke to Mike. I am willing to take into consider staying a loyal VZW customer if they could some how make things right.