What is the best way to get Verizon Wireless to correct a large amount of mistaken charges on a past bill?
I was a Verizon Wireless customer since day one. Three years ago Verizon Wireless changed my profile (temporarily) and began charging me for roaming in North America. That produced over $3,600 in bills.
I paid part of it until I realized their mistake. Now Verizon Wireless owes me $1,700.
I called five times over the past three years to correct the mistake. Each time I was put off by a customer service guy who couldn't help, and eventually, a "national collections" guy who cannot help.
Now I find that Verizon Wireless has tampered with my credit report, claiming I owe them $1,200, when in fact they owe me.
Any ideas on how to reach a real manager with real authority?
Answers (4)
Mark O
Affiliate Manager at SFP Network
Best Answers in: Business Insurance (1), Economics (1), Quality Management and Standards (1)
Ohhhh I hate it when this happens!
The customer service reps can't or won't help you.
The only way to get through a mess like this is to contact the exec offices and pray really hard first.
No kidding.
Best of luck - I had the same problems and in order to buy my home - I finally paid them!
(Why'd I have to see this today - it was going to be a good day!)
Someone help this poor guy out - anyone have a phone no. for Verizon CEO Ivan Seidenberg ?
(let's not talk about Wells Fargo today - it's bad enough we had to bring up the V word)
You should be able to go to the Verizon Executive Team bio's (first link below) and click on the appropriate person, then click on contact, to send an email. If you would like to try in person phone calls here are a few numbers that are listed in obscure places but should be active.
Verizon Wireless executive customer service desk: 845-365-7700, 908-306-6750, 910-794-6200
Dan Malutith (Supervisor of Exec Relations)
910-794-7372
I am not sure how long you have rights to claim your dispute, so I would start the ball rolling right away....Good Luck!
Links:
Ajay M
Senior Manager - Branch Head
Best Answers in: Customer Service (4), Hotels (4), Government Policy (3), Air Travel (1), Travel Tools (1), Job Search (1), Venture Capital and Private Equity (1), Compensation and Benefits (1), Personnel Policies (1), Internationalization and Localization (1), Business Analytics (1), Corporate Governance (1), Currency Markets (1), Inventory Management (1), Packaging and Labeling (1), Wealth Management (1), Ethics (1), Business Plans (1), Small Business (1), Green Business (1), Web Development (1)
This is advise to help you in the event that you have utilised all your time, options, energy, money and patience trying to reach out to the company's customer service department including at their top most management levels at the company's head office and you have still not got any satisfactory response / deadline for completion of necessary action / solution : - 1} Seek the help of the company's ombudsman, if there is one, file your complaint/ grievance with him officially. 2} Send them a notice through your lawyer threatening legal action / consumer court case and provide a deadline to them to close your issue/s before you proceed. 3} In the interim, share your experiences with consumer forums / lobbies / activists and write your feedback on consumer review sites like http://www.mouthshut.com/ (or whichever is applicable to you.) 4} If still there is no response / action / solution in sight from the company, then proceed for a consumer court case, sue them for mental torture, harassment, inconvenience, etc. demand compensation over and above the expense claims to cover all your expenses inclusive of court / lawyer charges (all your legal expenses), travel expenses, postage / courier charges, phone calls bills, printing & stationery, paper, medical expenses (if any), expenses arising out of loss of man days and pay for attending court hearings and previous visits to the company's office for following up, not to forget the monetary loss you have incurred for having purchased a defective product and the interest calculated on the number of days you were made to stick with that defective / faulty unit / product because the customer didn't respond, loss incurred if you weren't able to carry out your business functions because you couldn't service your customers due to the faulty product, etc. The company will rush for an out-of-court settlement, as apart from losing money, they'll be generating lots of negative publicity in the eyes of the public and dissuade potential customers... But, you must back all the facts with evidence of your follow attempts and the snubs you got from the company in order to receive satisfactory sympathy from the court while disposing off your matter. Normally, companies get serious about resolution of issues the day they receive a lawyers notice threatening legal action so you might be spared having to even file a case in the appropriate court of law !
Links:
I am a fan of the "Executive Email Carpet Bomb". You can find info about it at the link below. You'll also find Verizon contact info there (2nd link is search results).
For the homemade version, look up their officers on a stock site (Google their symbol) and find their emails.
