Verizon Wireless : King of the Jungle!
I have been with VZW for years and have enjoyed the best network calls and data connections. I cannot wait for 5g, and possibly dropping my home ISP!
However, the Verizon backend systems and applications are horrible and have made my life sometimes a living hell. Customer service is top-notch, they have resolved many problems, but they are not always able to override or correct the horrible system issues. For example, auto-pay has been working for months, but decided not to work today, even though I have plenty of money in my account and I was able to make a manual payment using the same payment method. Ugh!!
The app has definitely gotten better over the years, but isn’t perfected yet. It is nice to view and manage my account, and all lines on the family account. My corporate discount does not show up when shopping for accessories, and there is no better selection in the app than in the Verizon store near my house. There are still functions that are advertised via email, link to the app, but then are redirected to the website. There was even an infinity loop where the website directed me back to the app.
However, the Verizon backend systems and applications are horrible and have made my life sometimes a living hell. Customer service is top-notch, they have resolved many problems, but they are not always able to override or correct the horrible system issues. For example, auto-pay has been working for months, but decided not to work today, even though I have plenty of money in my account and I was able to make a manual payment using the same payment method. Ugh!!
The app has definitely gotten better over the years, but isn’t perfected yet. It is nice to view and manage my account, and all lines on the family account. My corporate discount does not show up when shopping for accessories, and there is no better selection in the app than in the Verizon store near my house. There are still functions that are advertised via email, link to the app, but then are redirected to the website. There was even an infinity loop where the website directed me back to the app.
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Service and charges
I am too dissatisfied with all the hidden charges. Recently I wanted to talk with a real person not an automated response that almost never works. I wanted to get information about my account and after several "screens" and a quite a bit waiting time, got a human being to talk too. I forgot to mention that before I was connected the "wonderful" automated service "told" me that I would be charge 7 dollars in order to talk with someone breathing. I wanted also to change my plan because from an account that cost 65 dollars and change I was told that that was past due and all the other charges were because I ran out of data. I have to be fair and said that I received some notices that my account was going to be charged 15 dollars, twice, for my "excess" of using data. However, was told that I owed an extra 115 dollars more. The "solution" , thought, change my plan to "unlimited" data. I was told "no problem" and was told for a 88 dollars a month, plus probably I will end paying another 88 dollars, for hidden charges, who knows. Also when I have tried to pay at one of their "stores", with cash, I've been told that there is 3 extra dollars. WHAT??? Now T-mobile is looking better and better.
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False Advertisement
I recently switched to Verizon. I was told by a assistant manager that my monthly bill would be $102 a month with taxes and fees included. That I could get $5 off if I enroll in auto pay. And that I would get a text message when my bill was due. I was also was not made aware of the activation fee on my first bill. After speaking with customer service, I was informed due to my current plan I am unable to receive credit for the auto pay. I was also shocked that my first payment was $140. The customer representative was nice enough to take 50% off of the activation fee. I also was hit with a late payment fee due to not receiving the text that was suppose to inform me of my bill. I thought everything was taken care, until going to pay my bill. Next bill will be $120. The reason I switched was because my payment would be below my personal budget toward a phone. I wanted to switch because it was becoming a safety hazard not having service in place I desperately needed it. Single mom living alone with my kids and driving to school in the middle of no where by myself. You guys are the best for service but handle business horribly. I’m already trying to find a way out of this hell hole I blindly got myself in.
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Registration was confusing
I downloaded the app and tried to register. It wanted my PIN, I guess you are supposed to get one when you get the phone or something. If I had one I didn’t have a clue what it was. So I clicked “Forgot my PIN”, the closest option to “I never had one”. It said to enter my mobile phone number and a temporary PIN would be sent to it. I never got it. Tried a few times then the app said there was a problem, try back later. Later was quite a bit later. Trying to register with app went nowhere so I tried by web, which was very similar. Finally I called the help number and waited for a long time. Got a very nice and helpful lady to walk me through the process. It took a while, explaining the long wait time. The big secret seemed to be, make up a PIN. Maybe that worked because she did something at her end, I think that must have the case since I had to tell her what it was. Anyway I finally got registered (make up a password and have it ready), and was able to pay my bill. I think the main problem is there is no clue where you should have gotten the PIN needed to register. Or that you end up making one up. This was probably the most confusing registration I ever did. Just a bit of added help in the app could have avoided the problem.
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Don't listen to what they tell you in the store
I have had a few lines with Verizon for over 15 years. I few months ago I bought another two lines using the buy one, get one free plan promotion. My husband and I were at the store for quite a while with the agent discussing the promotion and what data plan to choose. We were given a price for what our bill would be once the promotion kicked in. They also told me that it might take a cycle or two for the credit to show up.
After a couple of months I went back to the store. They weren't sure why the credit had not come off but just asked me to be patient. The same thing the next month.
I gave up on the store and called Verizon directly, which obviously I should have done from the beginning!!! Now they tell me that the promotion was only good if you have the unlimited data plan. They were all too happy to switch me to the unlimited plan so they could give me the promotion and were somehow surprised that I didn't want to pay an extra $57 a month to get the $30 promotion.
I work in a business that honors what our salespeople promote. Obviously Verizon does not care about their customers, long term or not. they also do not believe in training their employees because not one, not two, but three employees told me that I was eligible for the promotion.
After a couple of months I went back to the store. They weren't sure why the credit had not come off but just asked me to be patient. The same thing the next month.
I gave up on the store and called Verizon directly, which obviously I should have done from the beginning!!! Now they tell me that the promotion was only good if you have the unlimited data plan. They were all too happy to switch me to the unlimited plan so they could give me the promotion and were somehow surprised that I didn't want to pay an extra $57 a month to get the $30 promotion.
I work in a business that honors what our salespeople promote. Obviously Verizon does not care about their customers, long term or not. they also do not believe in training their employees because not one, not two, but three employees told me that I was eligible for the promotion.
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Excellent app very easy to navigate
Highly recommend
My Verizon (good/bad)
I like the Verizon app. It’s simple, laid out well and gives me the information I want and need. I like the text reminders when my bill is due. I can get into My Verizon easily through the text reminder, pay my bill quickly & be done. The downside is that I am a single Senior paying $113 a month! That is way too much! A ridiculous amount of money. The company is doing well... I live in a good neighborhood, but, I often only have 1 bar. I get dropped calls & often am unable to download. Because of our trees I’m told that 4 houses(mine being one of them) are in a “brown area”? I’m told, whenever I ask for help, (several times a year) that I could buy an antennae from Verizon & install it on my roof for better connectivity. They will sell it to me! I think it is a couple hundred dollars. What?! I pay for their service, but, to get the best service I have to buy and install my own antennae? I DONT LIKE THAT! I think that is pretty stinky. Verizon is ok, but, I’m looking for other service providers that are more affordable & will give me better service.
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