|I really don't like bashing individuals or even entire companies, but Verizon Wireless just makes it so easy that I can't resist. I've detailed a couple of Verizon Wireless incidents in the past. This is just the latest, and by far the worst.|
My college age daughter has a phone on my plan. Yesterday we received a separate bill, in her name, for over $500. The account number was not mine, the cell phone number was not hers.
When I called Customer Service they were able to locate a fairly new account under my daughter's name and suspected some type of fraud. They transferred me to their fraud department where "Eric" told me that in order to dispute the charges my daughter had to file a police report saying that her identity had been stolen. She then had to send in the police report and a boatload of documents to prove that she wasn't responsible for the charges. If Verizon determined that the claim was valid, they would disregard the charges. Eric referred me to a website where I could find the proper process.
While I was reviewing the website instructions, there were some steps that I wasn't sure about so I called Verizon back. I wanted to make sure I did everything right so I could get this cleared up as soon as possible. The rep that I got this time, Megan, looked up the account number and then told me this:
"If the previous rep had simply read the notes on the account he would have seen that the account was flagged as fraudulent one day after it was opened. The account has already been closed and the three credit reporting agencies have been informed that your daughter is not responsible for the charges or the contract. She does not have to file a police report or take any other action."
When I asked if Megan if could send me (or my daughter) a document that states this, she said "Certainly". Within minutes I had a official letter from Verizon stating that my daughter was not responsible for any charges related to that account.
If I had not called back with a question, we would have taken a trip to the police department, filed a report and gathered a whole bunch of documents, none of which were needed.
OK, so 30 seconds after I hang up with Megan, I get the robo Customer Service survey call. This call asks you rate the last person you spoke to. It does not give you the option to rate anyone else. Based on the fact that I have received these robo calls while still on hold with Verizon customer service I had no idea if I should rate the last call as Great or as Terrible because I really didn't know who I would be rating. I wanted to slam Eric and praise Megan, but I wasn't given that option.
Instead, I hung up and did something I rarely do: I called Verizon back to file a complaint. I rarely do this mainly because I know that no one is perfect and that we all make mistakes. However, in this case, the fact that Eric didn't even take the first step required to get to the heart of the matter - read the notes - and simply sent us off to the website (and to the police) was to much for me to let go.
I usually subscribe to the 24 hour rule before taking action to give myself a chance to cool down, but I can honestly say that 24 hours later I am still as mad as I was yesterday and would file a complaint today if I hadn't already done so. The rep I talked to was very nice and agreed that Eric could certainly have handled the situation better. She filled out a form with the details of the incident.
As I said, I don't mind praising those that treat me well, and I rarely file formal complaints, but this situation deserves some followup within Verizon.
message edited by DerbyDad03