ComplaintsforWireless Zone - Columbia City

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is *************************. Our family has been in a contract with Verizon since early January of 2023. We moved four lines from ATT to Verizon. We showed the promotion pamphlet to our Verizon Representative to get 200 dollars for each line transferred from ATT to Verizon.Our Representative said that it would work. Weeks later, it was denied. We were told a Verizon Promotion didn't need to be honored. Because in Columbia City, our Verizon is a Verizon Zone.I asked why we were not told this before we started the contract. Our representative told us that they were not required to tell us even though we asked. However with the help of the MidWest District. Manager named *******, he was able to get us the 800 dollars of line credits.It took forever. Our next problem was the insurance. When we were ready to sign our contract, I asked what the total bill was going to be. We were told 165 dollars for everything. I asked if this included insurance. Our representative said yes. Later, we found out an extra 50 dollar charge on our bill. I asked why the bill was higher. We were quoted 165 dollars. Then I was told that our quote didn't include the insurance. I did ask if the insurance was included. Our representative said yes you did, but we are not required to disclose this to our customers. I said that is lying.She said call it what you want. I also was told that the insurance would not go up, but later it did.I started calling customer service. So our bill history became a roller coaster. After calling many times for about seven months, I am looking at a plus 200 dollar bill. I was assured that the bill would go back to 165 dollars. It did not. I had at least five different representatives tell me that the bill would be lowered to 165 dollars. It wasn't. I was told by different managers and representatives that this was wrong, lying, and bad business practice. I am asking them to correct the bill to the promised amount of 165 dollars.

  Business response

  01/12/2024

  BBB/*************************,

  I have reviewed the complaint and have done some investigation in regards to the issues.

  1st issue(Switcher Credits), he was able to get us the 800 dollars of line credits - It looks as though you received the credits requested in your own words. After reviewing the OST(Promotion), the stipulation was that you financed a device for $699.99 and above. Your devices were financed at $610. This would be the issue in receiving the switcher credits. Even though the requirements weren't met, VZW was able to credit you. I'm happy they made the exception for your account. Furthermore, switcher credits are not the responsibly of the store or store representatives. It is the responsibility of the customer to file for the credits. We are instructed to NOT help with filing for the switcher promotions. Once again, I'm happy that VZW made the exception for your account.

  2nd issue, billing. Reading over your statements, your issue is with the billing higher than expected. Insurance or device protection is an optional service and comes at a cost. We(the store) and the customer service representatives don't have discretion over the pricing plans and service. If you choose to accept the service there is a cost associated with it. When you start service or make any pricing changes to the account, you are emailed a next bill summary. You are made aware of the charges. We have always prided ourselves with being fully transparent with charges. It is your choice if you would like to remove the protection plan to lower your bill. We are unable to give you protection for free. No customer service representative has been able to give you this feature for free as well. 

  Summary - You purchased 4 x iPhone 12's with a $599.99 promotion per device($2399.96). You received $800 in switcher credits, even though your purchase didn't meet the qualifications of the promotion. Your billing is higher due to protection that you requested. You can remove the protection to lower your monthly bill if you choose to do so. I wish I could do more to help you, but it is your decision to keep or remove the optional protection plan. 

  Customer response

  01/14/2024

    I am rejecting this response because: It did not deal with the promised amount of 165 dollars each month. It is now over 200 dollars. Also, with the insurance not being included in the stated price. Also, we were told that the price of the insurance would not go up. It did. Being told by Verizon did not need to tell us that the insurance not being included in the price was ok? Also spending time to get bill credits that did not last was. This was large time investment on my part. Verizon' CUSTOM Service Staff said that this was wrong but  no one could not do anything for me. WHY! Verizon' response did not deal with any of these issues.
    

  Business response

  01/16/2024

  Yes, I in fact did give you guidance on how to reduce your billing to the amount you desire. As stated, we at the store level can't make the optional feature free. You have the ability to remove the feature to get to your desired monthly spend. As stated in the original response, you receive next bill summaries and itemized billing that shows the cost of the plans and optional services. VZW national advertisement displays plan costs and doesn't include protection or any other feature because they are optional, and can be removed. This isn't misleading because the customer ultimately chooses what features and perks they would like to add. 

  You stated: "Also, we were told that the price of the insurance would not go up. It did." So you did know there was a cost for the service?

  You are asking as resolution for $3000 for what? You received your device credits and switcher credits that you didn't qualify for(The devices you financed didn't meet the finance threshold). You stated you have a lot of time invested in this situation. We do too, with ******* working with care to get your switcher situation resolved. 

  To recap again, you received your switcher credits($800), and reoccurring device credits($66.67 x 36 = $2399.96). It appears you knew about the cost of insurance(Your own words. See above). If you would like to reduce your bill, you can remove the protection, and get it to the desired amount. We don't have discretion on the plan or optional feature pricing. Key word being optional. 

  Customer response

  01/18/2024

   I am rejecting this response because Verizon does not seen to understand that I spent many hours to get those bill credits. It became a part time job. This happened after we were told that the 800 dollars of credits would be accepted. The idea of hiding behind that it was a Verizon Zone is dishonest and wrong. If a customer asks what the bill is going to be. The total bill should not be over 200 dollars, when we were told 165 per month. Why should we drop are insurance to make up the price difference. The **** dollars comes from the amount of time I have talking been talking to customer service people. If you do not believe me, look at our bill history. It is crazy. There is a massive problem at Verizon.
   

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