Kelly (kellyjoy) wrote in bad_service,

Verizon Wireless

On August 1, my sister bought a new cell phone. In order to do this, she had to agree to extend her contract (she's currently on a plan with my mother). When the receipt printed out, it itemized the phone and their plan, which has 700 minutes/month.

About a week or so ago, my mom gets the cell phone bill. It's higher than it should be. As she's trying to figure out why, she notices that the plan has changed from 700 minutes to 1,400 minutes. So she calls Verizon to find out why the plan changed.

The CSR tells my mom that the plan was changed on August 13, and that someone must have called and asked for the upgrade. My mom is outraged - she didn't call them. The CSR asks if she's sure about that. My parents were on vacation that week, so there's no way she would have done that while away. She offers to send them ticket stubs from the baseball game in Boston they went to on August 13. The CSR looks up the receipt from August 1 and sees that it clearly says 700 minutes/month. He then asks if my sister called and changed the plan. She most definitely did not. The CSR admits that there's no record of anyone actually calling on August 13.

My mom explains that she's been a Verizon customer for a long time, and she's really annoyed that this happened. She wants to go back to her old plan and for them to refund the difference between the plans, as it's clear that no one authorized the change. The CSR then tells her that her "old" plan has been done away with, so she cannot go back to it. Well, how convenient!

My mom demands a supervisor, to which the CSR quickly explains that she doesn't need one. He's going to put in a request for her to be transferred back to the old plan. However, there's no guarantee that Verizon will actually do this, because, of course, that plan no longer exists. She'll find out on Wednesday.

If they don't agree to change it back, I think the entire family will be shopping around for a new cell phone provider.
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