Screwed Out Of Unlimited Data

**ckstou** · 08-17-2012, 09:02 AM

Hello All,
I apologize for the long post but I need to get this off my chest and also ask for advice. It all started back in April of 2012. I have a Droid Charge and my wife has a HTC Thunderbolt. We have a family plan and had unlimited data for both phones. My wifes phone stopped taking a charge so we went to the local Verizon store to have it checked out. They diagnosed her phone with a faulty USB connector and told us that they can send us a refurb at no charge. Unfortunately this meant that my wife would not have a phone for a week. Since this was our first smart phones we did not have a spare. The tech told us he could reactivate my wifes old env-touch until the new phone arrived. I asked three times if doing this would affect her unlimited data and the tech said no because it would be less than 30 days. We agreed. Three days later the refurb arrived. The next day my wife went to the Verizon store and reactivated her Thunderbolt. Once again she asked if her data plan would be affected and the tech assured her that it would not. Total time off the data plan was four days (4/1 brought in broken phone, 4/4 reactivated refurb). I assumed everything was fine until I went to pay my bill on 5/3. It was then that I noticed that my wifes phone was switched to the 4GB data plan not unlimited. I immediately called Verizon and a very nice person told me that they would take care of it and call me back when they did. I waited a couple of weeks and received no phone call nor was the problem taken care of. I made 6 other phone calls since then. All of them told me it would be taken care of. Yesterday (8/16) the supervisor that I spoke to told me that I am S.O.L. because I called after the 30 days. I told her that the phone was deactivated for 4 days and that the tech assured us there would be no change. She told me that I was at fault for not analyzing my bill before the 30 days. I believe that Verizon has breached my contract and I told her that I want to be released from it (I have around another year reamaining). She told me that that would not be happening. I have been a loyal customer for 10 years. I have always paid my bills on time. I have never tried to scam them for early upgrades of new phones. I feel that i'm being punished for trusting the tech at the Verizon store.
If you guys think I'm wrong please tell me. If you have any suggestions I would appreciate them. I don't care if Verizon has the greatest service in the world, they will never get another dime from me as soon as my contract is up. Is there anything I can do to get out of my contract? or am I (as the title of this thread states) screwed?
Thanks for listening
Ckstou

**robneilhendrix** · 08-17-2012, 09:23 AM

What happened to you is why I went to Sprint. Verizon has untrained or straight up lying CSRs either by direction, which is my thought, or by they are the only ones that will work there. Before Android I had the Env Touch and previous. All I had was problems on both my phones and between the forums and fact that usually someone else was in the store with the same problem after three times of them fixing it in store and a few times saying they did on the phone I asked what can happen, cause I only had a year left I didn't want to affect my renew date as I knew Android was coming. I was told replacing my phone would affect nothing. 6 months later I decided it had to be LG phones and talked to them about letting me go a bit early on renewing and I would sign a new 2 year, and then I was told I still had a year and a half left on my contract. The car had lied and when I got them to pull the conversation they had he told me that it wouldn't but they told me I was SOL. So I sold the Verizon phones. I had paid the ETF since it was less than staying, and went to Sprint. Samsung phones and unlimited Data never felt so good. Been great except towards the end of the last phone but as phones age issues arise. Hope you get things worked out

Sent from my Nexus 7 using Tapatalk 2

**TauntingBull** · 08-17-2012, 09:34 AM

Originally Posted by ckstou

Hello All,
I apologize for the long post but I need to get this off my chest and also ask for advice. It all started back in April of 2012. I have a Droid Charge and my wife has a HTC Thunderbolt. We have a family plan and had unlimited data for both phones. My wifes phone stopped taking a charge so we went to the local Verizon store to have it checked out. They diagnosed her phone with a faulty USB connector and told us that they can send us a refurb at no charge. Unfortunately this meant that my wife would not have a phone for a week. Since this was our first smart phones we did not have a spare. The tech told us he could reactivate my wifes old env-touch until the new phone arrived. I asked three times if doing this would affect her unlimited data and the tech said no because it would be less than 30 days. We agreed. Three days later the refurb arrived. The next day my wife went to the Verizon store and reactivated her Thunderbolt. Once again she asked if her data plan would be affected and the tech assured her that it would not. Total time off the data plan was four days (4/1 brought in broken phone, 4/4 reactivated refurb). I assumed everything was fine until I went to pay my bill on 5/3. It was then that I noticed that my wifes phone was switched to the 4GB data plan not unlimited. I immediately called Verizon and a very nice person told me that they would take care of it and call me back when they did. I waited a couple of weeks and received no phone call nor was the problem taken care of. I made 6 other phone calls since then. All of them told me it would be taken care of. Yesterday (8/16) the supervisor that I spoke to told me that I am S.O.L. because I called after the 30 days. I told her that the phone was deactivated for 4 days and that the tech assured us there would be no change. She told me that I was at fault for not analyzing my bill before the 30 days. I believe that Verizon has breached my contract and I told her that I want to be released from it (I have around another year reamaining). She told me that that would not be happening. I have been a loyal customer for 10 years. I have always paid my bills on time. I have never tried to scam them for early upgrades of new phones. I feel that i'm being punished for trusting the tech at the Verizon store.
If you guys think I'm wrong please tell me. If you have any suggestions I would appreciate them. I don't care if Verizon has the greatest service in the world, they will never get another dime from me as soon as my contract is up. Is there anything I can do to get out of my contract? or am I (as the title of this thread states) screwed?
Thanks for listening
Ckstou

This is just pathetic! I would call again...

**natehoy** · 08-17-2012, 10:07 AM

Call again. Be polite but insist that you be moved back to an Unlimited plan, since you met their requirements as per one of their own employees. Ask for a manager if you need to. IF you don't get satisfaction, hang up, wait 5 minutes, and call again.

Chances are, you'll reach a rep who has the authority and decency to do the right thing.

**gvillager** · 08-17-2012, 11:03 AM

Contact executive relations if that doesn't work.

**ckstou** · 08-17-2012, 11:23 AM

Originally Posted by gvillager

Contact executive relations if that doesn't work.

Do you have a number for them or a way to get one?

**ckstou** · 08-17-2012, 11:26 AM

Originally Posted by natehoy

Call again. Be polite but insist that you be moved back to an Unlimited plan, since you met their requirements as per one of their own employees. Ask for a manager if you need to. IF you don't get satisfaction, hang up, wait 5 minutes, and call again.

Chances are, you'll reach a rep who has the authority and decency to do the right thing.

Every time I have called, the rep or manager tells me that they have no power to change the plans. They told me they have to e-mail some faceless entity (like the wizard of verizon) and they make the decision. The told me my request was denied three times by this faceless entity. They will not give me a number or e-mail address.

**cgardnervt** · 08-17-2012, 01:07 PM

Originally Posted by ckstou

Every time I have called, the rep or manager tells me that they have no power to change the plans. They told me they have to e-mail some faceless entity (like the wizard of verizon) and they make the decision. The told me my request was denied three times by this faceless entity. They will not give me a number or e-mail address.

Wow I say pack it up and get a new carrier if you can. (Pending on where you live.) That is just BAD CS imo. Was the tech there that gave you this information?

**ckstou** · 08-17-2012, 02:18 PM

Originally Posted by cgardner

Wow I say pack it up and get a new carrier if you can. (Pending on where you live.) That is just BAD CS imo. Was the tech there that gave you this information?

No the original tech was at the Verizon store near me. I told them that they were in violation of my contract and I wanted out and they told me too bad. Now I'm f----d for another year unless I pay an ETF. Is there no recourse?

**Chucky1** · 08-17-2012, 02:38 PM

Originally Posted by ckstou

No the original tech was at the Verizon store near me. I told them that they were in violation of my contract and I wanted out and they told me too bad. Now I'm f----d for another year unless I pay an ETF. Is there no recourse?

Everything you talked about with anyone from Verizon should have been documented on their end. Have them pull the conversation notes and email them to you but don't tell them why. Say that you just want them for your records. Then call back after you make sure of the documentation is correct and discuss with them. Anytime I call customer service with AT&T they email me what we discussed.

**Eclipse2K** · 08-17-2012, 03:16 PM

These are the type of situations that caused most of my friends to make me an authorized account manager on their account. I've yet to fail for them lol.

Argue politely but be firm. You didn't sign a new contract or agree to any new terms. You can and will win this if you're extremely aggressive but in a nice way.
Sent from my DROID RAZR MAXX using Tapatalk 2

**ckstou** · 08-17-2012, 03:27 PM

Originally Posted by Eclipse2K

These are the type of situations that caused most of my friends to make me an authorized account manager on their account. I've yet to fail for them lol.

Argue politely but be firm. You didn't sign a new contract or agree to any new terms. You can and will win this if you're extremely aggressive but in a nice way.
Sent from my DROID RAZR MAXX using Tapatalk 2

I am normally a very polite person when I'm on the phone with customer service. The first six times I was polite and was given the answers that they thought I wanted to hear. "Don't worry we'll take care of it". Unfortunately they never did and I finally lost it on the 7th CSR. I would love to have you as my personal authorized account manager but I am begining to think this is a lost cause

**Eclipse2K** · 08-17-2012, 03:50 PM

Originally Posted by ckstou

I am normally a very polite person when I'm on the phone with customer service. The first six times I was polite and was given the answers that they thought I wanted to hear. "Don't worry we'll take care of it". Unfortunately they never did and I finally lost it on the 7th CSR. I would love to have you as my personal authorized account manager but I am begining to think this is a lost cause

This isn't a lost cause. Keep pushing and do as you feel needed. Don't hesitate to file with the BBB either because sometimes that helps out. Not Always, but I've used it against Microsoft before and won all 3 times.

Sent from my DROID RAZR MAXX using Tapatalk 2

**YourMobileGuru** · 08-17-2012, 09:30 PM

Wow that really sucks

I do know with Verizon it is (almost) impossible to reverse changes after 30 days (or in some cases in the next billing cycle), the system just does not let them do it. That being said I am guessing they were contacting the cooz department (indirects like me know it as Chanel Support) they are a step above customer service, but there are some things that even they can't do. I went through something similar when Verizon eliminated the data only option for personal blackberries (was $20 less than the $55 one that included BES), but it was still shown on the site. The rep in question worked on it (we exchanged several emails over the period of several weeks) to get it done and no matter what she tried and who she talked to they were unable to get me on the plan (I ended up getting bill credits for the difference for several months for the inconvenience).. .. my point is that there are sometimes things that for whatever reason the system just does not let them do it. I dont know for sure that this is the case (I dont work for them so I am not familiar with the intricacies of the system on their side of things), but dont assume that the rep is just incompetent.

I've learned from experience with both Verizon and AT&T not to trust that they are going to do what they say or that you ask them to until you check it yourself (on the web or by calling into talk to someone else.

Live and learn

That being said I would continue to follow things up as far as you can with whomever you have been talking to and the go with their boss. I've also found the email option on the site gets results. If that does not work the number for executive relations is 203-741-7486, if at all possible they will take care of you or at least compensate you in some way, but I doubt you will get out of your contract.

**Technified** · 08-17-2012, 09:59 PM

Contact the Better Business Bureau. I guarantee u will get the result u want whether it is getting ur unlimited back or getting out of ur contract.

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**Jude526** · 08-17-2012, 11:44 PM

Wow. Can't believe this. They had messes me up and I got my plan back at the time. Don't understand why you can't have your plan back. Notify your local television station troubleshooter. I like Verizon and hate seeing bad customer service. If you switch to sprint maybe they would give you a credit for your ETF on Verizon.
Good luck

sent from my Rezound

**yodatom10** · 08-17-2012, 11:47 PM

Originally Posted by Jude526

Wow. Can't believe this. They had messes me up and I got my plan back at the time. Don't understand why you can't have your plan back. Notify your local television station troubleshooter. I like Verizon and hate seeing bad customer service. If you switch to sprint maybe they would give you a credit for your ETF on Verizon.
Good luck

sent from my Rezound

Currently there giving 400 bucks

Sent from my Jelly bean powered Galaxy Nexus

**tennvol** · 08-18-2012, 05:06 PM

Always get a receipt for your transactions and/or ask them to show you their screen before you leave. I do it whenever I deal with Verizon.

A few weeks ago I added a Jetpack to my account that I paid full price for (well my employer did after I submitted the bill) and the rep tried to change me to the share everything plan. He printed out my receipt and handed it to me and tried to rush me out the door. I stopped him and walked through the receipt line by line and had him fix his mistake and reverted me back to my unlimited and had him add the Jetpack to my account as a stand alone line.

It sucks that you lost your unlimited but at the same time you need to watch your own back and make sure things are correct before leaving the store.

Sent from my DROID BIONIC using Tapatalk

**TauntingBull** · 08-20-2012, 07:08 AM

Originally Posted by tennvol

Always get a receipt for your transactions and/or ask them to show you their screen before you leave. I do it whenever I deal with Verizon.

A few weeks ago I added a Jetpack to my account that I paid full price for (well my employer did after I submitted the bill) and the rep tried to change me to the share everything plan. He printed out my receipt and handed it to me and tried to rush me out the door. I stopped him and walked through the receipt line by line and had him fix his mistake and reverted me back to my unlimited and had him add the Jetpack to my account as a stand alone line.

It sucks that you lost your unlimited but at the same time you need to watch your own back and make sure things are correct before leaving the store.

Sent from my DROID BIONIC using Tapatalk

Very good advice...

**cgardnervt** · 08-20-2012, 11:09 AM

I say7 keep calling the 800 number and talk to a supervisor. At some point and time they will more than likely just let you leave with no ETF. I had to do that with Sprint. Took about a month of calling them but it did work. Call and demand that they fix it in a nice way. At some point and time you will get the correct person that can and/or will fix the issue for you. Just sucks you have deal with this sorta crap.

Ry · 08-21-2012, 04:41 AM

Shoulda got it in writing.

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**cgardnervt** · 08-21-2012, 06:27 AM

Originally Posted by Ry

Shoulda got it in writing.

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Even if he did ask for that he prolly wouldn't have gotten it anyways. Sadly.

Sent From My Samsung Galaxy S3

**Wireless Vet** · 08-24-2012, 01:09 PM

Originally Posted by ckstou

I believe that Verizon has breached my contract and I told her that I want to be released from it

Data is a feature and is not under any kind of contract. There is no breach.

**Technified** · 08-24-2012, 08:54 PM

I'm telling y'all the Better Business Bureau gets you results guaranteed.

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**BoJangles** · 08-25-2012, 04:20 AM

There is no 30 day grace period to get your unlimited data back. Its a 14 day grace period. What has happened since they got rid of that plan is this: if you have that plan, and switch to a basic non smart phone, it gets taken off. When the replacement smart phone is put on, (as long as its within the 14 days) you can get it back. However, since the 2gb plan is the same price as what the unlimited was, people at stores generally overlook it because they just look for the 30 bucks instead of what the plan says. The 2gb is added automatically instead of the unlimited price plan. The person behind the register has to manually add it back. My suggestion to you and anyone is if you are getting a replacement phone, call customer care to activate it and let them know you had the unlimited data on your phone before it was sent out. If its within 14 days the can re-add it no problem. If its longer they have to put in an inactive pricing request which takes up to five days to be approved or denied.