Verizon Wireless Lost a broken MIFI unit retured through their shipping service. After repeated inquiries to remove the charge from my bill they have discontinued my service. I have spent hours trying to fix this situation; paid active monthy bill and continue to call in and try to rectify this situation. I requested a supervisor during the last call and was denied access to the supervisor to discuss resolution. The customer service representative stated the wrong paper work was filed to track the device. She requested my only option was to get in my car and go to a store to fill out the right paperwork to track the device. She stated the systems were down and could not look up the tracking information and that she could not do anything for me. Again I asked for a supervisor to request a credit for the time wasted or the lost device. This has gone on since October. The representative again stated they would put in another tracking number.

Tracking Number: FedEx Tag: October 4th, 2010
Return Shipping Label: 874290038870
Search completed for device by number above and not found in the warehouse:
Search to see if the device was used on any other account
Results produced not being used on any other accounts
Serial Number of old device - 09113690453
Enter 2nd Defill form (71367469)request on sent in from customer service 1-23-11.
Februay 13, 2011

Th service is cancelled do to the fee for the device. I asked the rep to cancel my service and she stated I did not need to send the device back and that I paid for the device in June. She stated I need to pay $140.00 early cancellation fee. I reminded her Verizon cancelled the service and are not providing servie and have broken our agreement. I have requested this charge to be fixed for months.

My expectations: If Verizon want my business either way their investigation comes back for the device and for the customer service nightmare.

Daniel R. Bissonnette
505-417-3816
[email protected]

It is about the Verizon Wireless Store in Huntsville, Al on University Drive. I submit this as Verizon's has no bonified online complaint form to submit and customer service representatives send an email to District Supervisors and Store Managers at the same time for review. I have chosen to pay my bill with cash the last three months. My first trip to pay my bill in person was meant with being directed toward a kiosk machine which does not take cash. I said I have cash and a scramble ensued as they were not prepared to accept cash. Ok, I was patient saying nothing and waited a few minutes for them to locate an individual who could open as cash drawer. On my next visit to pay in cash I went straight to the counter to pay. I gave the gentleman my cash and instead of giving me change He TOLD me he was applying my change to my bill. I made on objection. The third visit was a fiasco to say the least. I purchsed a money order this time for payment, went to the store and was greeted by a lady who I later found out was an Assistant Manager. She saw my money order and said, "O a money order", at which She went looking for someone to access a cash drawer. She was not rude but trying to be helpful. It seemed like longer but less than five minutes later a man came out with a cash drawer, raised his keyboard as if to log on. The computer appeared to be slow. He said nothing as a way of greeting and after a minute or so made mention that the computer was logging him in. He seemed out of sorts and perhaps "put out" at his task. The reason I purchased a money order, which obviously requires me to have CASH was to get away from being TOLD my change would be applied to my account. One can question why I do this as oppossed to simply paying online. It is a matter of MY choice whether you agree or not, that is all I will say! This man appeared to be more focused on other things leaving the desk several times while waiting for the computer to log-in, all the while no further interaction took place. He acted as if this was an inconvenience. When the computer came up he took my payment and then demanded my drivers license for verification. It was in my car. I told him he could take that and that I remember my information on the drivers license. The response was, no it had to been seen. I felt criminalized. I told him, quote "you can take my damn money order as I had to pay cash to get it" unquote. The response was "don't cuss me" and that exactly. I then said that the use of the word damn was not said toward him, but in reference to the money order, and he could take my money order. The respone was, quote "we are done here" while raising the open palm of his hand fingers pointing upward to dismiss me. I was insensed, calling customer service with no satisfaction. I ws NEVER informed as to why a drivers liecnse was required UNTIL after the customer service representative I was on the phone with made SEVERAL attempts to call the store Himself without it being asnwered. He asked me to go back in the store and give MY phone to them to speak to them. That is when I learned that the lady He spoke to using my phone was an Assistant Manager. She explained to Him that the bank requires the information on the back of the money order for deposit purposes. I left the store deciding to mail the payment instead which I immediately did. As a side note I noticed several employees walking in for what appeared to be to go to work. They were all neat in appearance and well groomed.

Verizons Wireless had a stated purpose of 100% satisfaction. I have several questions for that store or Verizons in general:

First) Why does it appear that store personnel are more interested in "selling" something and not taking care of ALL customers? I have used their service for around seven years now, without more than a hand full of dissatisfactions. I am a plumber which has been in several thousands of homes working and KNOW what "attitudes" look like.

Secondly) Why does Verizons hire arrogant put out non-communicative store personnel? Their customer relations suffers in allowing this. If they can't deal with difficult customers they need to find a different job...I have been required to find different employment myself.

Thirdly) Why when the store is open are the cash drawers not readily availiable without wait? This speaks of untimeliness, unpreparedness, and can be viewed as store personnel being inconveinenced as to wait on ALL customers in all circumstances .

Fourthly) The appearance of well groomed individuals is good and no doubt does much to allow more sales yet the appearance or lack of appearing to meet the needs of all customers is wrong...Where has customer service gone to?

Fifthly) Why is their not an online complaint form and a response to that?

Sixthly) In understanding the Verizons system of complaints and the presentation of complaints to District Managers and Store Managers where is MY apology from either of them for allowing this to continue to happen?

On the Verizon web site it had the Intensity 2 phone for free of charge. I went to the store the sales person said he would match it. Turned out he said that I would have to pay $50.00. I wasn't going to pay $50.00 for a free phone. Verizon probably lost a new customer.

Verizon notifies my child's phone that the account is past due and then charges my phone for the reconnect fees for past due amounts. The guy on the phone did not care at all. I am done with Verizons lack of customer service and concern for those of us support their service. As soon as I can, I will be moving my wireless to another carrier

I am very unsatisfied with Verizon Wireless. I have had a contract for probably around 3 and a half years.. I have NEVER had an upgrade on my phone. I once had a plan with my, now ex, boyfriend. When the two of us split up, we split our plan in half, he now has his own, I now have my own.. I guess they restarted my contract at that time... get it right, Im about to go to the better business bureau. Im sick of this place, Im charged almost $130 a month for a phone that I dont have ANYTHING on other than calling and texting...?? MAKES NO SENSE! Just absolutely SICK of this place.