A tale of 50 minutes and 46 dollars
June 5, 2008
Ugh, my neck. I was on the phone with Verizon again. This time, I was having them switch the account to my name so that I could block all incoming collect calls.
After trying to get through their monstrously aggravating voice activated system no less than 5 times trying to make this happen, I was fed up and determined that this was going to be resolved today.
Would you believe after 35 minutes on the phone, and countless previous calls, this CSR sprang the news on me that they were going to charge set-up fees for the name change??
For-ty six dollars.
They didn’t have to do anything except change the name and run the credit check, and they wanted me to pay $46 for the privilege of having access to the bill that I’ve been paying for years. They have my credit card number and bank account numbers on file, I’ve paid that frequently, and they want to charge $46 to give me access to my own danged account! Oooooooh. NO. Not after all the trouble I’ve gone through to reduce costs to stretch my budget. I was furious.
Lest anyone think I’m consumed by a sense of entitlement, that I expected the phone company to care about my budget and expenses, I was primarily angered by the fact that not one of the other CSRs I’d spoken to had ever mentioned any fee to change the name on the account, they’d all assured me it could be done quickly and easily once I had the accountholder’s authorization.
I lost it a little bit. I might as well cancel the service entirely and just start up service with a company of my choosing if I was going to be stiffed with a set-up fee that’s meant to cover their cost for installing new phone service!
He lamely offered to break up the charge into three monthly payments, but I was adamant. I was not going to pay some trumped up charge that had never been discussed in any of the previous conversations I’d had. Period. It honestly makes no sense, they’re keeping me as an on-time paying customer, and they want to spring a charge on me after wasting how much of my time? He put me on hold again and finally came back ten minutes later “Good news!” offering to waive the charges.
I did apologize for being so stern with him, and thanked him for the help.
Then it turned out that there’s a one time fee for initiating a block on collect calls and a monthly fee on top of that. He quickly offered to waive the one time fee, though. Guess I made an impression! *sigh* I’m so not willing to pay even more to avoid possible future charges. I haven’t made up my mind yet, so I guess there’s more phone time to log with Verizon in my future.
I’m glad to hear that you weren’t charged for any of those stupid little things! I can’t believe how customer unfriendly these companies are.
~savingdiva~ I know, there’s such a difference between the customer “service” department, and the retention department! It’s amazing how you have to have one foot out the door before you’re a valuable customer to them. I’m glad I went straight to retention with the internet folks, maybe I should try that with the phone folks to lower the bill some more š