October 14, 2010
This is a copy of the e-mail I sent to all the corporate email addresses that I could find on the Verizon Wireless web site:
I have been a Verizon Wireless customer for a number of years now and have always been a big fan of Verizon, especially when friends, family and colleagues were considering a cell phone servicer.
Unfortunately, the experience that has occurred in the past few months has left such a sour note in my mouth that I am forced to recant the good things that I have said about Verizon.
During a vacation on the 4th of July weekend this year, my fiance was experiencing problems with his cell phone and we had to visit a Verizon Wireless store in Maryland. While we were there, I noticed the display for the wireless internet access offered by Verizon. This interested me greatly, as I am away from my home all week and do not have internet access at my second home. I spoke with the representative there and was told that I could try the service for 15 days and, if I was not satisfied, could return it within 15 days for a refund.
Upon returning home to NY, I attempted to use this service, but was not happy with the connection speed and the cost of $80 per month. I returned the wireless card on July 21 to the Central Park Ave., White Plains, NY store. I was issued a receipt and told that I would receive a refund in 6 to 8 weeks.
On August 31, I called Verizon Wireless and spoke with Rena, a VWZ rep who handles the Maryland area. She contacted the White Plains store and spoke with Henry Gonzalez. She called me back and explained that the refund processing had not been completed (or not completed properly) and that it would be the next day.
On 9/6, I called Rena back to find out the status of my refund. She called the White Plains store again and spoke with Tara Acri, who told her that she was working on a refund with Verizon Treasury.
On 9/9, I called the White Plains store and asked to speak with Tara. I was told that she was not in. I then asked for Henry Gonzalez and was told that he was on vacation. I called Rena back and left a message for her to call me.
On 9/21, since I had still not received a refund or a status update, I tried to call Rena back at 843-566-8600 X2054 but received a message that this was not a valid extension.
I then called the White Plains store and asked for Tara. I was told that Tara was on vacation. I explained the reason for my call and asked to speak with a manager and was told to hold on. When I was placed on hold, the call was disconnected. When I called back, I explained the reason for my call (again) and again asked for a manager. I was again put on hold. After a few minutes, a representative by the name of Justin picked up. I again explained why I was calling. Justin put me on hold for about 5 minutes. When he came back on the line, he told me that Treasury had processed my refund on 9/15 and, since it would take about 5-7 business days for it to process, that I should have the refund credited back to my bank account shortly.
On 9/27, since I had still not received a refund, I called the White Plains store back and asked for Justin. I was put on hold for about 5 minutes and then hung up.
Today, I called Verizon Customer Service at 800-922-0204 and spoke with a rep by the name of Claudia. She confirmed in the system all of the prior communications that have occurred between me, VWZ customer service and the White Plains store. She also said that there was a note that a refund was to be processed on 9/27. She placed me on hold and contacted Henry Gonzalez in the White Plains store. After being on hold for about 10 - 15 minutes (actually while I looked up your email addresses and wrote this e-mail), she came back on and told me that Henry stated that he had done everything that he could do; that he had done the proper paperwork to process the refund and couldn't do anything else. Claudia asked if I could fax a copy of the receipt that I have for the return of the wireless card. Unfortunately, I am at home today and do not have access to a fax. This would not have really accomplished much, as she could only have requested a refund, which would take another 6-8 weeks on top of the already 12 weeks that I have waited.
I did try to call the White Plains store to speak with Henry again, but was told that he was busy with another customer. A technical support rep names Juan did take my information and promised to pass it on to the store manager, Dorothy, when she came in today. Only time will tell if she will be able to acceptably resolve this.
I am so upset and disappointed with Verizon wireless. Regardless of who, or what department, is to blame, this is a reflection on the entire Verizon corporation. I am ready to cancel both my cell and home phone services with Verizon and to let my friends, family members and business colleagues be aware of the poor service that Verizon offers. As a business professional, I continually strive to ensure that all of my staff are aware of the perception that they are responsible for creating and maintaining about the college that we work for.
I thought that it would be in your best interests to make you aware of the bad will that this may cost Verizon.
Cathy
