Win a Complaint Dispute With Verizon Wireless

How many times have you complained to Verizon Wireless and gotten nowhere? The process listed below will get you to the executive levels that can and will make a corporate decision that is generally in your favor (provided your complaint is justified).

Steps

  1. Try to resolve your issue using the normal channels but do not use 611 from your wireless phone. Dial 1-800-922-0204 from your home telephone only. Press 1 for English, and press 2 to speak with a rep. Enter your mobile number. Then press zero for an agent.
  2. Be prepared. It is the best customer service on the planet when it comes to problem resolution. Customer service will allow you to speak to what they call supervisors however, they are just glorified customer support reps who will tell you anything to get you off the phone.
  3. Avoid rude behavior, profanity or shouting at all times. The instance will be noted to your account. Once your account has been flagged it becomes very difficult to be heard, taken seriously or advanced to someone in management. From that point you are seen as a troublemaker or an abusive client and you will not receive the benefit of the doubt or more than the required common courtesy.
    • Try being overly polite and thankful. If you seem pleasant, thank even the lower people on the totem pole for listening, giving advice or just being pleasant about the situation they will be more inclined to advance your complaint.
  4. Provide your wireless number to the agent. Ask them to verify the amount due. Once the agent has viewed your account and confirmed your balance, they have entered into the account database and this ultimately leaves an audit trail of who you have talked to and when.(if you are in one bill to get your balance you need to speak to residential, dial #BAL from your wireless phone, or visit verizon.com keep in mind verizonwireless.com and verizon.com are two different web sites)
  5. Explain your dispute and ask for a credit or adjustment, If your request is denied, ask for a management person. In many cases you will need to wait a day for a call back. That's alright, just be patient.(if you are a one bill customer and requesting credit on the wireless bill you will either need to wait until adjustment appears on next statement or place a claim with residential. when enrolled into one bill residential is paying the wireless bill on the customers behalf and forwards to you for the reimbursement. all payments are due to residential and not wireless when enrolled with one bill)
  6. If you get nowhere with the agent or manager who ultimately calls you back, here's the kicker:
  7. Tell them you are calling them as a last resort to filing in "Your City or Town's name" central district small claims court. Tell them you would like to avoid the expense and hassle of Verizon having to send a legal representative to your town's court system.
    • You may want to make these calls when you can sit, take notes and wait on hold. Avoid calling when you are on the road or have something pending. You may get connected to management as you are running into a meeting or dropping the call.
  8. Ask that any agreements reached over the phone are documented to your account. Underlings will often make promises to get you off the phone and not note your account of exceptions or agreements. Don't be ugly or snide but ask them to "read the notes to the account to you". Document the names, dates, and times involved in each conversation, of who you talked to and what was said. Get last names, case numbers and be diligent to write the information down.
  9. Do not hesitate to file a small claims lawsuit at your local courthouse if they do not give you what you want. You do not need an attorney! It generally costs less than $240 to file a claim. Once you file, you will get a court date and Verizon Wireless will be notified the very same day you get your "date" in the mail.
  10. Be Patient! They will call you. Don't be greedy. If they (Verizon Wireless) have wronged you, they will make it right. If you are just being a pain in the butt, they, and the courts, will see right through you.
  11. In December 2008, the Verizon Wireless Pay-As-You-Go rates of 99 cents for a day of use plus 10 cents per minute, was the lowest pricing level, but Verizon Wireless customer service representatives insist you cannot change from a "post-pay" account to a "pre-pay" account without suffering a phone number change. Explore the In-pulse plan of theirs, but explore competitors plans also, to be familiar with available offerings in the cellphone marketplace.(customers are able to port a post-pay number to a pre-paid cell phone just keep in mind if you are in contract with a post pay number that by porting your number to a pre-paid phone will result in the breaking of that contract and can result in early termination fee)
  12. Because Verizon wireless has an extensive number of billable features and options, a thorough reviewing of their detailed monthly bill deserves your attention.(you do have 120 days to dispute any billing)

Tips

  • Be respectful.
  • Be reasonable; be very reasonable.

Warnings

  • Don't threaten them.
  • Don't over-demand.

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