I am a new Verizon wireless customer. On May 24th I signed up for my account, and ordered the HTC Droid Incredible. What has happened to me is nothing horrible, but when you think about how many people this happens to that don’t even notice it makes me sick. On July 10th 2010 I received my first bill. Unfortunately, it was incredibly higher amount due than advertised and expected. Further inspection I found that I had been billed for Cellular Service -Activation even though on my Order Confirmation it said “Free”. As pictured in these two images, first is my order confirmation and second is my bill.
Order Confirmation
Verizon First Bill
Verizon’s explanation:
“You say your order was placed on 05/24/2010. Your order was not inserted into the billing system and your credit card wasn’t billed until 06/09/2010. On 06/09/2010 there was no special for free activation so you were charged the fee when your account was created.”
The Facts: I placed my order and have my confirmation email on 05/24/2010. I ordered the HTC Incredible which was on backorder. My phone shipped on 06/09/2010 which was the same day my account was created and credit card charged.
Action: Verizon personnel credited my account $35.00 for the fee. However, he stated he didn’t believe that the $35 was incorrectly charged because his only record of the account is on 06/09/2010.
My Feelings: Computers don’t make mistakes like this. Computers are programmed to act and respond a specific way based on events generated by human interaction. The system was designed so that YOU the customer are scammed a little off the top in cases like this. If busted Verizon can go, oops sorry, heres some money back. For all the people that don’t catch it, thats more money in their pocket.
When did companies start feeling that nabbing $35 here and there from customers was worth the company image damage? Is it really worth it long term? I know that the moment another service comes up that has a few better features, I’m going to switch away from Verizon after this. If they had treated me well, I might have stayed regardless of competitions features.
As so many have said before, Wireless Companies. FAIL.
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