Issue #1 -- A Single International Call

After nearly three months of the worst customer service and numerous outright lies, Verizon has actually pushed me to create a blog where I will document an example of how they treat their customers.

Issue #1 -- A Single International Call.

Last month I needed to make a single (but long) call to Europe. Knowing that the "rack rate" for such calls is exorbitant, I called Verizon before making the call, to sign up for an international calling plan. When I spoke to the rep she set me up on a plan and told me that everything was ready and I was now on the calling plan and could make calls. I specifically asked her if I could make an international call right now that moment and be on the new plan and she said, "yes, of course."

When I opened my phone bill yesterday I expected to see a charge of $2.40 for that call but instead saw a charge for $82.32. I called Verizon just now for billing and after a long hold the rep said that she saw that I added the international plan on 1/26/09 at 9am and made the international call at 9:15am so of course they would "re-rate" the call for me. But, she said, only someone in the "toll department" could do that.

After another transfer, a lengthy wait, and another conversation, the rep "Drake" said that he sees the call and sees the order for the international plan. However, he says, they "will not re-rate the call" because it was not "put on my account" until the next day. I could barely believe my ears. He admitted that I called to go on an international call at 9am and that I made the international call at 9:15am and agreed there was no way I could have known of their internal delay. But still, he refused to fix the over billing and now I'm off to try to talk to a supervisor ... again.