Verizon Wireless retailer Diamond Wireless
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12/3/14
My wife and I stopped at the Verizon booth in BJ’s Wed night to look at a new phone for my wife. We had never upgraded since the day we bought them, 7 years ago. Talked to Matt, who explained the different phones and options. He also looked at our current plan and told us we qualified for free upgrade to new phones. He also stated that we could save $30 by changing our data plan with the new phones, bringing the price to $111 / mo. I said we would discuss it and return.
12/4/14
Returned to Verizon and talked to Steven Arroyo, the store manager. He went over the phones again and discussed options for us. We decided on two Samsung 4’s with a $50 cost and $50 rebate. Final cost would be free for both phones. Started to discuss the new plan and Steve told us it would be $171 / mo not the $111 we were told the night before by Matt. It was the same talk/text and 2 gigs. I said that is not what we were told the night before per Matt. Both my wife and I heard him say $111. Steve called Matt over and after looking at something on their computer Steve said it was a $30 savings if we didn’t do anything but change the current plan, not adding two new phones. I said that was not going to work, what else was there. Steve said that we could get the same $141 if we took the 500mb plan. I asked him if that would work with 3 phones? He looked at the past usage and said no problem, my son had only smart phone and used just a little of the 2 GB we were paying for. I said ok and purchased 2 new Samsung 4 phones for $50 each with the $50 rebate. Had me sign once for the $100 charge for the phones, and again for the new plan adding the 2 new phones. Steven told me NOT to do anything for 2 weeks until we used the phones and got use to them.
12/5/14
I stopped in and spoke to Steven again with a few questions and asked about the 4 lines 10 gig plan for $160 / mo I had seen on TV. He replied we don’t qualify; we were not a new customer.
I returned later with my son to get his phone upgrade to Iphone 5s. Paid the $100 upgrade charge and then person who helped us said there was a $30 fee for the upgrade. Last night, Steven never told us about this additional charge. I signed for the new phone and signed for the $30 fee. Stated I was not happy about this “free” phone and charge but said I would wait for the bill to arrive and go from there.
12/18/14
Get text message on my phone that my new bill was ready, not the $141 I was told but $283. I immediately called Verizon looking an explanation for what was going on. Talked with Dana who explained there was an overage charge, WHAT? how can we be over, we have had the phones for 2 weeks, how could we use 500 mb? Dana looked at past usage for my son and said first, the manager lied to you, your son has been using 2 gb for months, there was no way 500mb would work with 3 phones. So then I asked her about the 4 lines & 10 gig offers I had seen on TV. The one I was told we didn’t qualify for. Dana said that was wrong, we did qualify. There were a few other things involved with the plan but the point was we were lied to again. Third, the bill is prorated so we lost 1.5 GB because we changed the plan from 2 GB to 500 mb in the middle of the month. We now only had 200mb for the remainder of the month, which we used up plus more. We were charged for the overage. Forth I asked about the $35 charges on 2 phones and $30 for the other. Dana said these charges are for every phone when upgraded. I stated I was never explained this charge and was told the phones were FREE. No cost, no charge, no nothing. How can charging me $100 be free? I then asked what recourse do I have, can I return the phones? If I had been told about all these additional charges and fees and the price increase, I would have kept my old phones, never upgraded them. But since Steven told me not to do anything for 2 weeks, I was scammed and screwed. I am now past my return window. Dana would go ahead and refund the over usage charge but not much else she could do. Lastly I asked how can Verizon store employees flat out lie to the consumer to make a sale. I would like to file a formal complaint with Verizon. Dana explained that the Verizon store in BJ’s is not a Verizon store but a dealer. BIG difference. No rules for them to follow as to the Genuine Verizon store. I asked how am I the consumer suppose to know this, when the sign is black and red with VERIZON printed on it, isn’t it a VERIZON store? No, and there is no recourse if you have problems.
12/22/14
Received four new credit cards or notices that cards were opened using my SSN and ID. Who ever opened the cards had all my personal info. The only place that I had given my SSN and drivers license to in the past year, was at the Verizon store in BJ’s. I have filed an ID theft complaint with NYSP. I then went to BJ’s to speak to the store manager, Matt Coglianese, not same Matt that was at Verizon store. Explained situation and wanted him aware of what had occurred. He said he would contact his district manager and the Verizon district manager. Requested a copy of the journal, gave him the first two pages as that was all that was typed up at the time. Called Verizon wireless customer support, requested Dana but she doesn’t work in their location. Had the representative update my complaint with the new info of identity theft and number of cards received already. Also asked why the stored needed the whole SSN since they have last four and can bring up my account. Could not supply a good reason.
12/29/14
Donovan Olson, Diamond Wireless Manager called to discuss situation with my phones. He will look at plan options and call back. Suggested I talk to Wendy Delacruz, assistant manager at Verizon with questions since I had concerns with other personnel and ID theft.
12/30/14
Donovan called with plan that offered 4 GB for $190 plus taxes. Said that was not going to work and to look into just returning the phones since I was very unhappy with whole situation.
Donovan called back with another option, if Verizon will allow, extend period to return phones. Special Edge Program, same as I asked about on 12/5/14. 10 GB data and 3 phones, 1- Iphone and 2 - Galaxy4s, for $172.39 a month plus taxes. It is a 2 year buy/lease and after the 2 years price per month would drop to $97.39. Said I would talk to my wife and get back. Later texted Donovan asking for email with all the details to better explain to wife.
12/31/14
Send text to Donovan requesting an email with the details we talked about yesterday, cost of the plan each phone lease, access charges discount etc. He also had mentioned a refund of I believe $60.00, not sure what that was for. Explained I wanted this info to better understand what was being done and explain to my wife. Also text my email addresses.
1/1/15
Text to Donovan to get permission and please email the info I requested yesterday. Text back will work on it Monday, Reached out to account manager and she is not back till Monday. First thing Monday morn.
1/5/15
Text to Donovan on any status on my phone situation. Called Verizon corporate too help get some numbers blocked on our three phones. Talked to Elnora in the Little Rock office who assisted me to get one phone blocked. While talking she read my file and asked what was going on. I filled her in on the situation, what I am waiting for and the 14 day period had long passed. Elnora said that is true normally but because the phones were purchased in November/December prior to Christmas the return date is extended until 1/15/15. She also verified this was true for Verizon dealers and I should have no problem making the exchange or change the plan. Elnora called Verizon at BJ’s and spoke with Wendy. She was trying to get info on what was happening with my situation. When Elnora spoke with me again she said Wendy had a real attitude problem and was no help. Elnora said she was going to open a “360” to the district account manager Elsa Santiago. I should be hearing from her within the next day or so.
1/6/15
No info or calls from anyone.
1/7/15
Sent another text to Donovan, where are we at and what has to be done to resolve this. Donovan called back saying he spoke with the district manager, she was out on the road and it appeared no problem in returning phone etc but had to wait until she got back to office. { I am not sure who this district manager is or if it is Elsa. My impression is I am getting the run around}.
Call Verizon corporate looking to get in touch with Elsa, not getting much satisfaction with how this is going. Talked to Mashawn @ Alabama location who again read my file. She also called Verizon at BJ’s and spoke with Steve the store manager. He knows of this situation but their policies are different than those of Verizon. Had I gone to a Corporate Verizon store there would be no problem to return the phone and change my plan. She confirmed we are over our data limit already. She also stated she was going to open a “360 on the store” to her management and that this would get action in 24 hours.