Verizon Wireless Customer Service Consumer Review

I've been a Verizon Wireless subscriber for nearly 2 years. I originally intended to terminate my contract when the first 2-year plan expired. I felt Verizon's monthly plan was much higher than their competitors. A month before the plan expired, I received an email promoting a new 'Talk and Text Plus Data' promo package that included unlimited data.

After comparing unlimited cell phone plans from top providers, I felt the Verizon Wireless promo package was a great deal. I elected to enter into a new 2-year contract and add a second line for my husband.

Until I made the changes, I had never had a reason to contact Verizon's customer service department. What ensued was a 6-week battle to correct an extremely erroneous bill.

In December, I ordered two Blackberry Tour mobile phones. When they arrived 2 days later, I was anxious to activate them. Although I followed the instructions to the tee, I kept receiving error messages and instructed to contact customer service.

I was told the activation problem stemmed from the fact that Verizon did not have the Talk and Text Plus Data package in their system. The customer service rep stated I would have to select a data package. Normal charges would be added to my bill and later reversed when the package was updated in their system. Although hesitant, I agreed and within minutes, my Blackberry Tours were up and running.

About a week later, I logged into my Verizon account to review my statement and was shocked to see charges for nearly $400. The invoice included charges for data packages, web and BB email, and corporate email. Verizon had also charged me for the new package during the month of November; one month before I purchased the phones.

I immediately contacted Verizon via email because I prefer to document everything in writing. I'm glad I did and encourage anyone reading this to do the same.

The response I received was polite, but included a very curt message of, "At this time no credits or adjustments are due." The message also provided payment instructions and informed me of late charges and reconnection fees if I didn't pay the bill on time.

There were a few more email exchanges and each time a different Verizon Wireless customer rep answered. I find this frustrating because it is always easier to deal with the same person who is already aware of the problem.

Three different people were incapable of understanding my concern about being billed for services on phones I did not even own. Each insisted no adjustments were necessary and instructed me of how to pay the bill.

A few days before the bill was due, I called Verizon Wireless. After 45 minutes of arguing my case, I insisted on speaking to a supervisor. Once again I had to explain my concerns.

The supervisor was unable to locate the promo package plan in the system and requested I send the email flyer received. Fortunately, I had saved that too. Without it, I'm not sure if Verizon would have acknowledged its existence.

The supervisor stated he needed time to thoroughly review my bill and determine the problem. I provided him with a detailed list of incorrect line items on the invoice. He did provide $90 credit for 2 months of corporate email we never subscribed to. We corresponded via email three times, but he never provided an explanation for the new plan charges in November.

I refused to pay the invoice until it was corrected and was becoming more frustrated by the minute. About a week later, I received a call from Verizon Wireless credit informing me I need to pay the bill. I have no problem paying for services rendered, but I'm not going to pay a bill that is nearly triple what is should be.

The supervisor included his direct line phone number in his email. Unfortunately, the extension was invalid. Instead, I had to call customer service yet again. As with most automated phone services, reaching a human being at Verizon requires pushing numerous buttons and listening to messages you don't want to hear. Verizon should review their current setup because it puts customers in a bad mood before they ever talk to reps.

The young woman I spoke to was polite, but incapable of handling my problem. I asked if she could put me in touch with the supervisor and she stated she did not have anyone by that name in the system. I requested to speak to another supervisor, but she insisted on trying to help me.

The truth be told, I was not in the mood for her help. I knew she wouldn't be able to resolve anything and would be further waste of my time. I was on the phone with her for over 20 minutes before she finally honored my request to speak to a supervisor.

I was fortunate to speak to a supervisor who was very professional and willing to take time to review the invoice with me. She immediately detected the charges for November and issued credit. We reviewed 2 invoices and both had multiple errors and she issued 3 more credits. Overall, Verizon Wireless charged me for 5 expensive items that should never have been there in the first place.

I understand mistakes happen, but this cost me a lot of time and frustration. I am grateful the last supervisor was able to resolve the problem, but it shouldn't have been so difficult.

My recommendations to Verizon Wireless are to send the CEO to apply for Undercover Boss. After this experience, I can honestly say there is plenty of room for improvement. In addition, I'd like to add the following:

1. Put promo packages into the system before launching campaigns.
2. Teach customer services reps to review customer invoices and address their concerns instead of telling them how to pay their bill.
3. Make certain supervisors include the correct phone number in their email correspondence.
4. Provide options for customers to easily speak to a representative when calling.
5. Provide customer service reps with a company directory of supervisors and their extension number.