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 Overage Fees
Posted Thu August 2, 2012 6:15 pm, by Zainab K. written to Verizon Wireless (Cell Phones)
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My dad has been customer of Verizon Wireless for over 10 years. Never had a problem with a bill or disputed a bill. This month, I get $500 in overage charges. My sister (who had a line under the primary account) was using her phone for work and got about $250 in text overages and $250 in minutes.
My dad immediately switches to the 'Unlimited' plan. Because he's on a business trip, he asks me to handle talking to customer service.
I call and the first woman I talk to tells me nothing can be done because of the billing cycle is over. I ask to speak to her supervisor. I have a hard time understanding the supervisor and she comes back with a 25% offer and I take it. I call back so I can speak to someone I can understand.
Here's where it gets interesting: the person I call back to says they can't do anything. Then they tell me that it's a standard to reduce the bill by 25% if you upgrade your plan. How weaselly.
I'm starting to get annoyed. We've never disputed a bill and have been customers for over 10 years.
I get transferred to the cancellation and tell talk to the man for a little bit. He offers me a $50 credit. I ask to speak to his supervisor and he tells me they will call me back.
A weeks and a half later: no call back! I call again, get told that by the lying creep on the other end that I'm going to get bumped up and will be called back in 24 hours. No call back.
Two weeks later, I call them again. Here's where it gets really good: they told me that they would give me a 25% credit back with $50 on top of it on a $500 bill. That's a $175 credit.
You know how much they credited me? $67. Either they are incompetent or evil. Pick one. The woman offers to give me a 50% because of the hassle and the fact they've been jerking me around and lying.
I've actually gotten MORE pissed about this as time goes on. Oh, I'm expecting a call back from a supervisor. Anyone want to bet if that's gonna happen?
I would have been happy with the 50% off. But you choose to lie and screw me over. Repeatedly.
I'm going to cancel my line with much glee in a couple of months when my contract expires. The rest of my family can stay, I don't care. This is personal. I will, of course, encourage my family to cancel their lines too. 4 of the 5 contracts are up in a few months.
Ger rid of all the overage charges. You owe me for jerking me around for two weeks and lying.
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by worpt Posted Wed August 8, 2012 @ 4:49 AM
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Despite all the negative feedback on this, I'm actually with you. I
have done some pretty extensive consulting with some Canadian
cellphone companies and their customer service. This is not just a
reply to you, but to the comments on this as well.
1) If your dad called in at any time and said the company could speak
with you, then by all means, they can speak with you.
2) Have to assume that your dad is a long term customer, but probably
on their "somewhat profitable" list. Meaning, he's a borderline high
value customer. Probably a long term customer with low usage.
3) The fact that they did make an offer for you, but most likely the
person that offered it too a "hear no evil, see no evil" approach and
didn't document the account with his offer. I'm guessing you hung up
on the person you "couldn't understand" so it was probably documented
as "discussed with customer, call dropped"
4) Overage charges are a scam to begin with. Even the cellphone
companies know this. I'm currently doing work with China Telecom and
when I talk about overage charges, most professionals in this business
can't believe that countries like Canada and the US can get away with
this stuff.
The way you posted your message, I would very much doubt that you get
any response. What you need to do is a) call back the company and get
the IDs of every person that has spoken to you since your initial
call. Don't ask for the comments, they won't read them to you. Just
ask for the ID numbers of each rep that has commented on this
situation. b) You need to try to identify who it was that you spoke
to that you couldn't understand. You're probably going to have to
deal with that person again. Personally, I would try to get a hold of
the person that offered the 50%.
You see, the thing is, cellphone shops put people on the wrong price
plan all the time. So, it's a matter of few keystrokes for a rep to
go back to the date of activation, switch the plan, and credit all the
charges for overage (unless they're using AmDocs... then they may have
problems).
The really crazy part about this is, had you had lied, you probably
could have gotten all of it back. If you had stated that you called
in a month ago for a change in price plan and it was never done or
documented, they probably would have done it for you. Good luck.
Trying to get money from a cellphone company is no easy task.
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I don't think they owe you anything. You admit that you (your sister)
went over. What's the problem?
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by Ronnie D Posted Sat August 4, 2012 @ 11:17 AM
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I don't even understand why anyone at Verizon even spoke to you. I
wouldn't - it's not your phone. Tell your father to pay the bill.
The charges were incurred by your sister, and if your dad gave her a
phone to use he has to pay the bill. Verizon owes your family
zilch!!
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by PepperElf Posted Tue August 7, 2012 @ 4:13 PM
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You mention it's yours, but then say your Dad told you to take care of
it and that your sister is using the line for business. HUH???
I don't even want to KNOW what kinda business you all are running over
there.
Whether you've disputed a bill before or not is irrelevant. If the
bill is legitimate (i.e., your sister did make all those calls and
texts) then how exactly is it "personal?"
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by Lisa H. Posted Fri August 3, 2012 @ 10:08 AM
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I'm with the other posters. They don't really owe you anything. The
one you should be mad at is your sister. You agree that the bill is
valid, so why in the world does Verizon owe you a thing?
This isn't a disputed bill. It's just one your dad doesn't want to
pay.
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by spunkyboy08 Posted Fri August 3, 2012 @ 8:13 AM
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You were offered a credit on a cell phone bill that you admit was
valid. I do not understand why you are not happy.
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by PepperElf Posted Fri August 3, 2012 @ 7:37 AM
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You yourself stated that the charges were valid. Your sister overused
the phone and ran the bill up.
You may have had to fight for it but you got MORE than what you asked
for. You got the 25% off plus extra credit.
On a bill that you admit was valid.
Why do they owe you a complete discount of the overages? Because you
got mad?
Being mad... means nothing. No one owes you things just because your
temper flares.
Really if you want to be mad at someone, be mad at your sister for not
paying attention to how much she was using.
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by Retail Veteran Posted Thu August 2, 2012 @ 6:58 PM
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Verizon was under no obligation to offer you anything. Your sister was
responsible for the overage charges so she should pay them. Verizon is
not the only company that has overage charges. Verizon and AT&T both
have tiered data plans. They do not offer unlimited data anymore so
you will run the risk of overage charges for data usage.
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