I am new to the forum, so thanks in advance for any guidance. Sorry for the longwinded explanation.
Need guidance as well as support from anyone else that has had this problem:
I bought a Note 3 online in October the weekend of the "glitch" that allowed upgrades to keep the unlimited internet.
I successfully bought the phone online, activated and have the confirmation with unlimited plan.
Have continued to have unlimited on every bill since October.
Had problems with phone and internet service suddenly Sunday afternoon 2/9 while out of town.
Got home and checked the website where I saw that someone had changed the phone on my line to a Galaxy Nexus with a 2 GB internet plan.
Called customer service and 30 minutes with the initial rep who told me that a Verizon store had changed my phone (Note 3 since October) back to an old previously used Galaxy Nexus and this put me on a 2 GB plan and that I would not be able to get the unlimited back. I was dumbfounded to find that someone had changed my account and phone without my authorization. I was under the impression that they would need your last 4 of SS# or other identifying info in order to change anything on your account. They tried to say that I had gone to a store or done this on the web myself. This is not the case.
After they realized that I did not authorize any switch of phones or change in account, the rep tried to tell that I upgraded in October and should not have had the unlimited anyway and my historical usage is nowhere near 2 GB so I didn't need unlimited. I told them that my usage has nothing to do with the fact that I had bought the phone and kept the unlimited plan during the glitch weekend in October and Verizon had said that they would honor those commitments. The unlimited plan has been on my Verizon bill continuously.
After getting a supervisor involved, he tried to tell me that someone at a Verizon store may have accidently done a change to my account.
After I complained that no should make any changes without authorization, he then tried to tell me that I lost the unlimited plan because the computer thought the phone switch from the Note 3 to Galaxy Nexus was an upgrade leading to the lost unlimited plan. That had to be wrong because no one would possibly think that was a phone upgrade, especially as it was one of my previous used phones on my account.
After another 30 minutes with the supervisor, I got nowhere. I persistently asked him to put back the unlimited on my account. He persistently said that he couldn't and that he would fill out a form to the people who reverse actions "that are not able to be done". He was able to restore the Note 3 with internet access and phone service and said he would text me to let me know that the form when through. Time is ticking and the longer you get from the problem, the less likely anyone will be able to change the current situation. I do have their names and employee numbers but am wondering if this is a random Verizon move and am putting this out to see if anyone else has experienced this problem.
I plan to call back or perhaps try the chat function. I have to have an uninterrupted period of time to do this so I have to do this when I am not at work.
I saw the thread on the chat function so I will need to read that one through.
Any suggestions from anyone out there? :-\
thanks
Need guidance as well as support from anyone else that has had this problem:
I bought a Note 3 online in October the weekend of the "glitch" that allowed upgrades to keep the unlimited internet.
I successfully bought the phone online, activated and have the confirmation with unlimited plan.
Have continued to have unlimited on every bill since October.
Had problems with phone and internet service suddenly Sunday afternoon 2/9 while out of town.
Got home and checked the website where I saw that someone had changed the phone on my line to a Galaxy Nexus with a 2 GB internet plan.
Called customer service and 30 minutes with the initial rep who told me that a Verizon store had changed my phone (Note 3 since October) back to an old previously used Galaxy Nexus and this put me on a 2 GB plan and that I would not be able to get the unlimited back. I was dumbfounded to find that someone had changed my account and phone without my authorization. I was under the impression that they would need your last 4 of SS# or other identifying info in order to change anything on your account. They tried to say that I had gone to a store or done this on the web myself. This is not the case.
After they realized that I did not authorize any switch of phones or change in account, the rep tried to tell that I upgraded in October and should not have had the unlimited anyway and my historical usage is nowhere near 2 GB so I didn't need unlimited. I told them that my usage has nothing to do with the fact that I had bought the phone and kept the unlimited plan during the glitch weekend in October and Verizon had said that they would honor those commitments. The unlimited plan has been on my Verizon bill continuously.
After getting a supervisor involved, he tried to tell me that someone at a Verizon store may have accidently done a change to my account.
After I complained that no should make any changes without authorization, he then tried to tell me that I lost the unlimited plan because the computer thought the phone switch from the Note 3 to Galaxy Nexus was an upgrade leading to the lost unlimited plan. That had to be wrong because no one would possibly think that was a phone upgrade, especially as it was one of my previous used phones on my account.
After another 30 minutes with the supervisor, I got nowhere. I persistently asked him to put back the unlimited on my account. He persistently said that he couldn't and that he would fill out a form to the people who reverse actions "that are not able to be done". He was able to restore the Note 3 with internet access and phone service and said he would text me to let me know that the form when through. Time is ticking and the longer you get from the problem, the less likely anyone will be able to change the current situation. I do have their names and employee numbers but am wondering if this is a random Verizon move and am putting this out to see if anyone else has experienced this problem.
I plan to call back or perhaps try the chat function. I have to have an uninterrupted period of time to do this so I have to do this when I am not at work.
I saw the thread on the chat function so I will need to read that one through.
Any suggestions from anyone out there? :-\
thanks
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