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Blog Entry
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Open Letter to Verizon
Dec 13 2008 7:30AM
0 comments
I am writing to you regarding an error you have made in billing me for International calls even though I asked to be placed on your International Phone plan. I am a relatively new customer to Verizon having previously been a Comcast customer for the past 7 years.
I first attempted to setup my plan online around August 2008 however I heard nothing further until I was contacted by a Customer Support representative 3 weeks later saying there had been an issue transferring my old number and they had to reschedule my installation. She also told me about the 500 minute international dialing plan which I agreed to add to my service as I make frequent calls to my family in the UK.
Then followed 2 months of failing attempts to install my service due to cancelled technician appointments and various other “technical difficulties”. As I had cancelled my Comcast service this meant almost 2 months without TV service.
Finally everything was installed and we were very happy with our decision to switch to Verizon. However, it seemed strange that now 6 weeks into service I still hadn’t received a bill or any form of correspondence from Verizon. Today my wife received a phone call telling us we had run up over $400 of international phone calls and we were not on the international plan.
I wrongly assumed this was a simple mistake and would be easily remedied. However I have just got off the phone after spending 3 extremely frustrating hours being handed from one department to another, each time having to retell my story before being passed on. You may think I’m exaggerating but I counted 16 people I spoke to.
At one point in the call I was told the 500 minute international plan had been reapplied and was retroactive therefore would erase the $400 currently unbilled minutes but not the $80 on the bill I should have received on November 22nd (which didn’t arrive because you have misspelled my address in your system). However the next person told me that I would in fact have to pay both the $80 and the $400.
To say I am furious is an understatement. I am completely disgusted by the way your company has treated me since the moment I decided to do business with you and I am amazed by how a seemingly successful company can operate in such a disorganized manner. It appears there is no communication between groups and each group has their own copy of incorrect data. As I work in IT as a Datacenter Operations Manager I have listened to our Network Operational staff complain about Verizon Business Tech Support for years but now I have a new sympathy to their plight.
Even at this stage I am prepared to overlook the time, energy and frustration you have caused me as we are happy with the TV, internet and phone service however under no circumstances will I pay financially for a mistake on your part.
I am asking that you remove those International charges from my bill otherwise I promise I will be a walking advertisement against your company and make every effort to get out of my contract with you.
I look forward to a prompt response from you.
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