Last month we got a bill from Verizon Wireless for $487. That was over $300 more than normal! To say the least, I was panicked thinking that there was some kind of a mistake. I found the mistake was letting my wife have a cell phone.
The only thing I knew I could do was kiss Verizon's ass. I called them and asked if they could increase my plan to the next level, making it retroactive to offset the overage charges. Thankfully they said yes.
We went through the process without issue. I asked the rep on the phone several times before hanging up that my bill would be credited. She said it would. She went so far as to tell me that I could just pay the $190 that was now due instead of the statement balance.
I decided to go ahead and pay the full amount knowing that I would have no bill the next month, then a reduced bill the following month. I also fully expected to have a late fee and collections issue if I didn't pay the full amount regardless of what she told me. To my surprise, I got a bill a couple of days ago for $200! WTF???
I called up customer service again. The rep was friendly, as was I, and she tried to explain to me that they refunded the rate last month and added on the current rate. After a little back and forth, she finally understood and saw my situation: I didn't get the $297 overage credit that I should have.
Fortunately for me that the previous rep had fully noted the account with all of the appropriate info, but there appeared to be some mistake made where I didn't get the refund. Unfortunately it had to go to accounting, and it's Saturday so they're not in today, and blah blah blah.
She was very reassuring that I should get the credit on my account, and I'll get a note on My Verizon after everything has been worked out.
I'd say that if I have to call again, it'll be the last chance they've got to retain me as a customer. Instead, I'll be honest: I'll continue to be a customer, but I'm going to bitch and moan about how they screwed me over and tell people about how awful their service is.
As it stands right now though, I've been happy with the service reps I've talked to thus far, and I expect that to continue. I think they're going to make this right, and I'll continue to be happy with a few exceptions here and there.
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