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Big Red has my blood boiling
OK, Big Red has my blood boiling right now. When they announced the end of NE2, they said current contracts wouldn't be affected, right? WRONG. I went to change the messaging plan (increase from 250/month to 500/month) and I noticed that they slipped in a line on the removed section which said "New Every Two multi-tier". So, I promptly canceled the account change and chatted with one of their online reps. The text of the conversation is as follows:
[Note: I misread the initial screen where it prompted me for my name and instead greeted the VZW rep with a "Hey Alex". Therefore, my name throughout the text below appears as "Hey Alex"]
Please wait for a Chat Representative to respond.
Thank you for contacting Verizon Wireless. My name is 'Alex', how may I assist you?
Alex: Good Afternoon! Thank you for visiting our chat service. May I have your mobile number and First and Last name please?
Hey Alex,: [my phone #]
Hey Alex,: Anthony
Alex: I do understand that you are inquiring about your account. I would be happy to help you today . , First, for security purposes, may I please have your billing password?
Hey Alex,: [Password]
Alex: Thanks Anthony.
Alex: How can I help?
Hey Alex,: I was trying to change the text package on the [xxx-xxx-xxxx] line, but when I did, it listed that the NE2 multi tier was also being removed from my account
Hey Alex,: can you tell me if this is some sort of glitch?
Alex: No that is not a glitch.
Alex: We no longer offer the New Every 2.
Hey Alex,: OK, so why does a change in my text plan trigger this?
Alex: Because of the feature no longer being offered
Hey Alex,: That doesn't make any sense.
Hey Alex,: When VZW did away with NE2, it assured customers who were under contract that they wouldn't be affected
Alex: That took effect last month\
Hey Alex,: OK, so why does a change in my text plan affect this at all?
Alex: Because of that being a feature
Hey Alex,: So, if I try to change ANY feature, I would lose NE2?
Hey Alex,: So, when you change to tiered data, are you going to pull the same horse ****?
Alex: I am not pulling anything, but if you make any changes the will effect the NE2
Hey Alex,: Oh, but you are. Let me just clarify, I have been a VZW customer for 7 years (maybe more?), I am coming to you wanting to spend $5 more per month, and your response is, "Thank you for the $5, and we are also going to screw you on a feature we told you we wouldn't screw you out of when we announced a change (NE2)". Do I have VZW's official position correct?
Alex: Im sorry that you feel that way.
Hey Alex,: Just tell me if I have it correct
Alex: If you make any changes the NE2 will be rmoved
Hey Alex,: Thank you for confirming. Can't wait to post this to the various forums. Just another example of Big Red nickle and diming their clients.
Alex: Do you have any other further questions or concerns I may assist you with?
Hey Alex,: Yeah, can you send me over some blood pressure medication, because you have my blood boiling right now
Alex: Thank you for contacting Verizon Wireless. We appreciate your business. Please click 'End Chat' button above to end the chat session.
Chat session has been terminated by the Chat Representative.