Below is an email that I sent to Mr. Daniel Mead, President and CEO of Verizon Wireless, on 6 December 2010 after not receiveing adequate compensation for the loss of my ESI. I received a phone call from Jennifer, a representative from Mr Mead's office, today and am still unsatisfied with their offer of compensation ($100.98). I would appreciate your assistance in this matter.

Regards,
Bethany

Dear Verizon,
The following is what, to the best of my recollection, transpired today in one of your Verizon Wireless stores.

~~~ Today I went in to my local Verizon Wireless store to fix a few issues with my LG Dare. The first issues pertained to my usage and the need to change my plan since I had just gone over my minutes and needed my minutes to be increased. The associate that I worked with, I believe his name was Allen, was very pleasant and help me with that task and offered some other services as well.
The second issue was that my phone was slow. When I tried to use certain programs the phone would not respond or would begin to turn off. Allen was sure that he could help me with this matter. He proceeded to do a couple of system checks and ultimately did what the store manager called a Hard Reset. Apparently, Allen had checked for the appropriate data back up program on my phone, however failed to ensure that it was synced to the phone.
When Allen did the Hard Reset my entire phone was wiped of all personal settings, email accounts, saved web addresses, ring tones, games and above all the contact list. He then asked me right away if I had my contacts backed up somewhere other than my phone. I told him that I did not and asked if all of my contacts had just been erased. He apologized and confirmed that all of my contacts had indeed been erased.
He again apologized and I could tell that, understandably, he was not happy with his mistake. I explained that I had countless personal and professional contacts on there. He tried for a moment to defend himself saying that I should have had those contacts backed up and that if I had destroyed the phone some how, I would then be in the same boat. I explained to him that yes, I understood his logic. However, my phone was in the hands of a Verizon Wireless professional and that it was Verizon Wireless that ultimately destroyed my phone.
I then asked to speak to a manager. Allen left his work station and went to speak to the manager. He then returned and told me that the best compensation that I would be offered was one months worth of service for free. I explained again that I needed to speak with a manager. He later returned with Rob, the store manager.
Rob greeted me and apologized for the mistake and explained that one month of free service was the best that he could do. I expressed to him that approximately $90 worth of free service was not going to be an acceptable amount of compensation for a loss due to a mistake made by Verizon and that I had a suggestion for an acceptable compensation.
I explained that I needed one year of global internet service so that I could Skype with my husband who is currently on a year long deployment in Iraq. He expressed that it would be over $1, 000.00 worth of service and that it was not going to be possible. I then asked to speak to the next person in management. He said that his District Manager was currently out of town on vacation and that he would be back in a few days but that he would be sure to contact the DM in regards to this issue. He then specified that he was going to email the DM. When he said that I requested that I be CCed on that email. Rob then walked me out and again apologized.
Soon after I left the store I attempted to make a call. The call would not go through and I had to call one of the numbers on the pre-recorded error message. Once I called and confirmed who I was with the operator and explained that my phone had been reset I was then able to make and receive calls. It was at that time that I actually realized that absolutely everything had been wiped off of my phone. I then tried to call Rob and had to leave a message with a store associate.
After waiting for 20 minutes to receive a call back from Rob, I returned to the store to be sure that Rob understood that the phone had been entirely erased. I thought it was just contacts at first but then saw that everything had been erased. It was as if the phone had never been used before. This added a little salt to the already festering wound.
Rob then asked me to clarified what it was that I was hoping to get out of requesting global internet access. I explained to him that I simply wanted to Skype with my husband. I explained that my husband did not have the same internet access that most deployed soldiers do and that the current wireless internet capabilities where he was stationed cost $200.00 to start and $100.00 a month and that was just not going to be feasible.
He then explained that he would be sure to get the email out to his DM before the end of his day and that, as a formerly deployed soldier, he truly wanted to help me. ~~~

If Verizon Wireless could create a way for my husband to be able to Skype and use the internet from his NetBook for the year that he is gone, then that would be acceptable compensation for Verizon Wireless' error in erasing all of the contacts and other items from my phone.

My request for compensation remains. My husband and I have been valued Verizon customers for a number of years and I feel that this amount of compensation is not unrealistic and is very do-able. It may be over $1, 000.00 worth of service but I can only imagine that the actual cost that it would be to Verizon Wireless is far less than the cost of losing 2 valued customers as well as the negative press/word of mouth and loss of other customers due to this injustice.

Below you will find a cut and paste correspondence between Rob and myself. It did not appear that I been CCed in the message as there was not an address appearing referring to the DM or any other management. Perhaps the email system that the Verizon employees use at the store does not show that info. However, the point of being CCed on that email was so that there was clear 3 way communication between the parties.

Thank you for your time and interest in this matter.

Regards,
Bethany


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Bethany

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To [email protected]
From: Bethany
Sent: Mon 12/06/10 8:16 PM
To: [email protected]

Rob, I appreciate your attempt to CC me on this message to your district manager per our discussion today in your store. However, the point of that request was so that there was clear three way communication in this matter and that I was able to see what and when communication was sent. The below email is simply and email to me about what transpired today. It does not ensure me that the issue has been brought up to the proper management. Please forward the message that you sent to your DM to me so I can see the date, time and address that it was sent to.

Regards,
Bethany


--------------------------------------------------------------------------------
Subject: Customer escalation
Date: Mon, 6 Dec 2010 17:34:52 -0700
From: [email protected]

Allen worked with a customer on 12-6-10, Bethany, regarding phone troubleshooting on her Dare. He did a hard reset on the phone. Before performing the hard reset he checked for backup assistant. He saw that it had been downloaded on the phone, but didn't check to make sure that it had been synced. As a result the customers contacts were erased to which she was not happy. I spoke with her as she requested to speak with a manager. She has requested a years worth of international internet credited to her as compensation. International internet in Iraq is charged at .02/kb. I again apologized, but said that was something that we could not do. She said that would be the best way to compensate her. Her husband is deployed to Iraq and she wants a way to be able to communicate with him more effectively. She would appreciate a call. Thank you,

Dear Verizon Wireless and Verizon Member;

The following bullets give a short synopsis of what has occurred to result in my account having so many problems:
• From the year 2000 to August 2008, I had Verizon Residential service with no complaints or late fees.
• August 2008, I was talked into the “Bundle” package contracted with Verizon WIRELESS/ NOT Verizon Residential. ALL party’s confirmed I was current financially.
• I had periods during this agreement with payments made but not posted to my VRZN WRLSS account.
• I never-NEVER received a bill in Email, Phone, or by the postal service/ mail by Verizon.
• I paid online through the VRZN WRLSS site and clicked the “pay my bill.”
• VRZN WRLSS employees made comments of me not being timely with payments:
o “you make payments late consistently.”
o I have records showing I made payments-often double to.
• Even with my records I was still “ordered” to make a payment over the phone-NOW, or service will be suspended.” These two actions show I paid double payments.
• September 2009, Bundle service closed with all parties showing ZERO balance due.
• The VRZN WRLSS service contract end date was September 2010.
• Jan 2010 I paid $15.00 as directed by a VRZN WRLSS employee-no records of this
• Feb 2010 I paid $98.00 and this did not post to VRZN WRLSS either.
• After the May 2010 payment, Directv called and demanded $500.00, then corrected the error after noting I was not in the Bundle package.
• May 2010 payment did not post. Call made to VRZN WRLSS.
• Chrystal of VRZN WRLSS assisted me and discovered with Timothy’s help of an error.
• Advised to make June payment on the 15th and call in about 2 days to check status.
• If VRZN WRLSS appears the bill was credited to my account, “if Verizon appeared-CALL.”
• Bank notes reveal transaction did clear bank to Verizon.
• I called on June 17th and was told no payment made. $110.00
• Threats were made and I paid again from bank account-credited to Verizon. $110.00
• July 13th, I had a heart attack and tried to call my cousin with phone service off. Three witnesses.
• When home, I called VRZN WRLSS and again was told that no payment received.
• On July 22, 2010, Sharon of VRZN WRLSS told me she doubted the heart attack and all cell phones active or not have to be able to call 911.
• The bank confirmed this when a conference call was made by the Verizon Wireless employee named Kira, and the Wachovia employee named Rosetta, dated 7/30/2010.
• Prior to involving the bank directly, I was insulted and told I was uncooperative in sending ALL my transactions during the month.
• August 2010, I spoke with Ashley of VRZN WRLSS telling me how bad a customer I was in paying my bills late, refusing to work with providing the requested information, and late fees must be paid.
• I asked for the supervisor and spoke with Erin, she backed Ashley’s information and advised to find another way to pay “ONTIME.”
• August 2010, Spoke with Sharon, told to fax info I have to 8772632907. Then she told me I owed in Feb of 2009 a total of $663.12 to VRZN WRLSS.
• August 2010, Shawnessy of VRZNWRLSS told me if I paid my bills this wouldn’t have occured
• I asked for supervisor and she told me I would be told the same thing anyway, so again I asked.
• The supervisor, Jeff, was outstanding and tried to get records from VERIZON without success.
• Sharon of VRZN WRLSS Told me she would call me “tomarrow” after she had a chance to read all the notes- this would be 7/26/2010, 1PM- NO CALL.
• Ladina who informed me she would call “7/28/2010, around 3PM.” She did NOT.
• 7/29/2010 called 800-754-0961 spoke with Heidi good “but could not help me.”
• Transferred to Theresa with same result. She told me that $97.51 due NOW or service stops.
• Transferred to Thomas who told me to call 800-754-0961 ext. 5255. Spoke to 5 people-RUDE.
• August 3, 2010- spoke with Ivan, transferred to Hilda (Supervisor) she did 3way with Verizon.
• Claim due now is $129.58 to Verizon. Transferred to Ms. Glass who asked for all notes faxed.
• Erleen of VRZN WRLSS apologized for all this trouble… THE ONLY ONE WHO DID.
• Erleen stated someone would call and this would be “fast tracked.”
• 8/19/2010, Angie of VRZN WRLSS stated all corrected and talked me into another contract.
• August 22, 2010, New account now with charges of media- minutes used included WE/Nights.
• Sing then adjusted balance giving $35.00 back.
• 8/27/2010 Message on phone of disconnect charges due immediately of $30.00.
• 9/10/2010- request for refinance of home denied due to credit problems- VRZN WRLSS/BAD.
• Called number provided –Verizon, no account on record. Asked to check again-9/2010= 0 due.
• 9/23/2010 called Verizon after research/ billed for bundle by Verizon AND VRZN WRLSS.
• Same day/ spoke w/ Mr. Calendar and he was able to see all activity of Verizon. He provided me with account number I never had or knew of as:0620571705, transferred me to disputes.
• RUDE people !! Spoke with and was transferred by each names: Refused, Julius, Josh, Brittany, Terry, Robert. All referred me back to VRZN WRLSS.
• 9/23/2010 Spoke with Scott of VRZN WRLSS, he conference called Verizon. New people now with Josh- confirmed paying same time of bill to Verizon and VRZN WRLSS, Robert was able to get info back to Sept 2009 and confirmed double bill in June 2010, $15.00 in Jan 2010, $98.00 in Feb/2010. Then Terry who was able to explain in detail all aspects of account sent to collections with Allied. Scott informed me that VRZN WRLSS could not get money back and oustanding balance was not VRZN WRLSS concern. Total phone time= 2.5 hours.
• 9/24/2010, called Verizon, on hold and transferred to very rude people:Shirley, No Name, Mandy, Erin, Shatquao, Rochsana-hung up on me after telling me to pay my bills.
• Called back at 10AM after 2 hours doing above, Dan advised me what to do, was patient, made sure all we talked about was in notes. After I asked to speak to supervisor to praise Dan and he was able to give Email address since all (?) supervisors were in a meeting.
Please understand I did not enter into a contract for Bundle service with Verizon. Each billing question I had from and bundled company, the advice was to call Verizon Wireless. I NEVER received a bill from Verizon in any form. This document is forwarded to FTC and FCC.
Billy W Childress Jr photo not posting to this site. shows Verizon residential billing same time as Verizon Wireless

I received an email from Verizon Wireless offering me a monthly discount if I changed my plan to a Nationwide Talk/Text/Data plan. They changed my plan and charged me the new higher rate but did not give the discount that they promised. I called to have this corrected and spent 35 minutes on the call with a girl who was rude and could not help. I asked for a manager multiple times, she wouldn't transfer me but continually put me on hold to speak to the manager herself! They did not give me the discount that they promised!! They sent me the email to entice me to change my bill to a higher plan and They offered to give me a disount!! They didn't give me the discount But they sure changed my bill to give along with the higher plan!!

I've been charged for the Email & Web for smartphone fee of $29.99 per month. I don't have a phone that uses that feature. They told me when I purchased the new phone that I would only be billed $9.99 for the new additional phone line. Now they are telling me that is was my fault because I did not read the fine print while I stood in line to purchase my phone. I ask the Verizone employee at that time if there were any other charges besides the $9.99 fee per month and she said no. Now they tell me too bad. I said it was her incompetence and Verizon's fault for not training their employees properly. The service at the store to the phone service to the online help is the worst I have ever seen or dealt with. I will not renew when my contract is up! It took 6 hours to get someone to help me and then they tell me too bad. It's too bad they use flunkees.

ON july 12th, four months ago this sixteen year old girl took it upon her self and wals in saying she wanted a palm cell phone with texting, internet, photos, games, and the works. She said she knew me she was in college. at the time. order location(15184 01 #514856 pmt 1 of 1 order type p3. The sales person didn't botter to ask her for an ID or any money down. Instead she walked out with it. I didn't find out until Verizon starting harssing me on September the 28th.


Please contact me @ [email protected]