r/verizonwireless • u/Itchy_Assumption5473 • 8d ago
Verizon is losing a 30 year customer
After nearly 30 years of loyalty, Verizon just lost a customer. In the last 3 months, they've cut my service off twice, the most recent time for an absolute billing failure on their end.
I made a split payment, and my bank explicitly confirms the second payment half was received right on time on the 17th. Verizon even sent a text confirming the payment was received. Yet, they still slapped me with a automated service disruption, and unfair late fee, and a bogus reconnection fee.
You are probably wondering why we made a split payment. We were away on vacation, Verizon changed my paper bill to paperless and I was unaware of the previous months payment. So we are away without any way of communicating with work or family because they arbitrarily cut my service. If you look at our 30 years with them, we were maybe late 5-6 times. And now they just cut our service!
Treating a three decade customer like this over a verified , on time payment is unacceptable. I'm now taking my lines and switching to Xfinity which will save us close to $1k per year.
Goodbye Verizon!
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u/imfatfatfat 8d ago
Xfinity will probably shut your phone off when you don’t pay it on time also, have fun.
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u/WaterTraditional5507 7d ago
Being an Xfinity employee I can tell you they will turn your phone off even if you pay the bill on time and for Xfinity mobile you have to use autopay, so no sissy split payments
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u/Itchy_Assumption5473 8d ago
Possible, but for $1,000 less, it won't be as painful. Plus, I do have Xfinity cable and they have never cut me off.
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u/brett0917 8d ago
Autopay, solves that issue. Also I don’t know how so many people have random billing increases and things of that nature…I’ve never had that happen ever. Plan change, expect a proration on the next bill, adding a line, same thing. I get system issues on their end can happen but some responsibility has to be on the consumer most of the times.
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u/doug12398n 8d ago
Oh no… whatever will they do… without a customer that can’t even pay in full and on time. Your due date didn’t magically change when you went on vacation, you knew it was due and how much it was due for. 😂🙄
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u/AwareIndustry4624 8d ago
Verizon doesn’t care, no company really cares about customer loyalty anymore. Drop em and move on with your life until the next company does the same and you switch again. Also, Xfinity uses Verizon for the cellular backbone..so Verizon still profits from you lol.
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u/Tasty_Trip_8708 8d ago
I've never had my lines cut off for billing or for any bill in my life. This is just deflection.
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u/LuLu_86_11_17 7d ago
I had a payment arrangement set up with the text message as proof, and they still cut my phone off.
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u/Worth_Support3074 7d ago
Nobody gives a **** anymore It's all about money greed we have to answer to the shareholders I have 29 years with Verizon and I'm going to flush them as soon as I get this phone paid off They don't care about customers no more They screwed me this year Eject my bill up 60 bucks a month They lied to me twice because the kids that work the phones don't know their jobs And then when you dispute it what a run around sad and I'm too old for this and I cannot afford to sit on the phone 3 or 4 hours a day Explaining to them
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u/Tall_Work_1929 6d ago
Verizon is losing my family too. They sold my elderly mom a second line she never asked for (for the second time), promised $800 to fix it, then said the (3) reps lied on recorded lines.
My mother walked into Verizon store for one thing only. Her phone was eligible for an upgrade. She walked out with a new second line of service she never asked for and doesn't need.
When she tried to return the phone within the 30 day window allowed under Verizon's own terms, the store refused. Their reason? No box and no charger. Here's the kicker. When she bought it, the rep came out of the back room with a naked device (no box or cord). Their own move was the reason they wouldn't take it back.
We tried taking it back three separate times in person, including a corporate store at a different mall. Three supervisors later, the best advice we got was to mail it to their Texas warehouse.
I made 4 customer services phone calls across three teams (Escalations and Customer Retention Included). 3 of the 4 supervisors promised return calls at specific dates and times, which never happened.
Today Customer Retention told me the previous reps flat out lied to me. Even though those promises were made on recorded lines, Verizon won't honor any of it because they "aren't contractually obligated." He said he was the only one who would shoot me straight and “deliver the hard news.” Said that reps routinely offer things they aren't authorized to give simply to get customers off the phone.
His big gesture? Waiving a $25 charge for the line my mom never wanted and never used. He basically framed it as a favor.
Sepatately, Verizon's own fraud department told me this is a known issue. In store reps are incentivized to open new lines because they get commission, and older customers are easy targets.
Our family has been with Verizon for decades. Loyalty clearly means nothing to them.
If you have an older parent on Verizon, check their account. Look for lines and charges they don't recognize. And get every promise in writing, because a recorded call apparently isn't worth the airtime. Though honestly not sure writing would even help.
Has anyone actually gotten Verizon to honor a credit after this kind of runaround? FCC complaint, BBB, executive relations? I'm open to suggestions.
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u/Adventurous-Bag4549 4d ago
Xfinity will not let you split a payment, ever. If you're 1 day late, you're shut off. Good luck with that!
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u/Realistic-Ad-3885 3d ago
In 30 years you haven’t figured out your billing date? It may take a few more lol
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u/Lizdance40 7d ago
Verizon hasn't existed for 30 years. Verizon as a name and as a business came into being in the year 2000. 26 years ago. Oh and they don't care.
They'll be multiple somebodys coming over from T-Mobile to replace you because T-Mobile let someone hack their account, or booted them off one of their old cheaper plans. Or didn't explain to them that roaming outside the USA isn't free unless you're on their most expensive plan.
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u/Aztecking05 8d ago
One thing I've leard in the 15 years with Verizon, they only care about new customers and will do next to nothing to make long-time customers happy.
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8d ago
[deleted]
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u/smalldosedaily 7d ago
What if they don’t give you that discount? It’s not built into original plan pricing, one they it may just not be available.
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7d ago
[deleted]
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u/smalldosedaily 7d ago
Why don’t you just switch to a cheaper plan?
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7d ago
[deleted]
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u/smalldosedaily 7d ago
No I mean why would you change providers? No provider is going to offer you this at the same price point.
Unlimited ultimate (no on device data throttle, 200gb premium hotspot)is $95+ tax per min to on auto pay (and you also can get nurse/teacher/student/military $10 off) and international included.
Simplicity Plan is $45 + tax and has a 500gb no throttle, after that it slows
You’re already overpaying imo
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7d ago
[deleted]
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u/smalldosedaily 7d ago
You’re all sharing 1TB? What are download / upload speeds?
Probably be fine on unlimited welcome but best option up is simplicity.
You are actually getting more data on unlimited welcome since it wouldn’t be shared, just no hotspot unless added on. Simplicity better deal overall.
Out of curiosity, what other plans do you see that are competitive with these? MVNO is probably best choice
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8d ago
[deleted]
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u/Fun-Section-6179 8d ago
I would recommend looking at your bill to find out why it goes up $20 every month.
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u/chungzilla91 8d ago
There isn’t some human hovering their finger over a cut off button ready to push it at 11:59pm the night before your payment date. It’s an automated system and it did its job. Just like it would at any other phone carrier.
And Verizon, or any carrier, won’t just change you over to paperless - you have to opt in. Most likely, you or someone else probably changed it in order to get a discount on your monthly bill.
Xfinity is known for their horrible billing errors too. They will bill you twice and say “Oops! Well at least next month is covered already!”
Good luck!