Verizon Wireless / Bait and Switch Plan Rates.

Verizon Wireless / Bait and Switch Plan Rates

October 28, 2005

The below is a e-mail I sent to the Verizon wireless "Customer Service" - "Contact Us" site included in my online account. Because of the way this issue was not handled I will be shopping for a new wireless service provider. (please excuse the short hand, the site only allows for 2000 characters. I have been w/ Verizon since '01. I needed a phone as my wife was pregnant & I traveled for work. Two years later upon renewal I was offered 250 additional "bonus min."/month & "new every two" to make the plan competitive with other providers. After renewal it took several months and calls to get the 250 bonus minutes put back on my account as it kept being removed. It was eventually resolved. Now two years later I am attempting to renew my account again. I went to my local store (Round Rock, Tx ), the associate (CSR) stated that I could get the same plan with the 250 bonus minutes and add the $5 pix and text option. She however could not honor the new every two (as stated on my online account) & advised that I call customer service. The CSR I spoke with (10-21-05) stated that she would also honor the 250 monthly bonus minutes and her supervisor approved the new every two as indicated on my online account. The CSR stated I should activate my new phone (upon arrival) and call back to ensure the update (pix and text) & extension to my contract. I got my new phone (10-25-05) and as agreed I activated it and called customer service. The new CSR I spoke with told me that I could not get the 250 bonus minutes per month and suggested that I upgrade to a higher account (an extra $15/Mo.), which really seems like a "bait and switch" to me. Two hours later, including waiting about an hour for a supervisor to call me back as promised (which never happened) and speaking to another CSR (that belched into the phone as we spoke). Through my own persistence to resolve the issue, I finally spoke with a supervisor. This lady stopped just short of being very rude and was several times demeaning and short, she did not offer any new solutions and at best had her mind made up about the problem before we spoke. I then left a message with her supervisor with a full explanation and contact information. It is now 10/28/05 and I am still waiting to hear back from her. Jim

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