Predetory Cell Phones Verizon

[MamaSprout]

Anyone ever go after a phone company for adding lines or know the magic process to make them go away? My elderly dad has 5 phone numbers with contracts because he would go into a Verizon store to get something fixed and ended up with two tablets, two car tracker things (and now he no longer can drive) plus his regular line that he regularly goes over data on. My mom isn't even on the same account. They are paying around $400 + a month to Verizon. He needs a new phone and I'm going to meet him and my mother at Best Buy today (apparently they can access the Verizon accounts and don't work on commission).

Any insider tips or strategies would be greatly appreciated.

TIA

[Tree Frog]

I've not heard of Verizon being predatory before, but I know Verizon has 2 different kinds of stores, retail and corporate. We always go to a corporate store because here locally, we get better information and service than at a retail store. I didn't know going to Best Buy offered the same kind of service.

I will say from a customer service standpoint, Verizon is horrible. When I deal with them about an issue now, I use the chat feature so there is a record of what was actually said. It's more difficult to deny or excuse what a customer service representative said when it's written there in black and white. 

Are you going to Best Buy to get a new phone or to try to get the acct straightened out? I don't buy phones through Verizon anymore because either I couldn't get them without a service contract or they were very overpriced. Best Buy sells unlocked phones, but I don't know if a Verizon representative will show them to you. If you get an unlocked phone, make sure it's one Verizon offers service for. In your case, I would get your dad an unlocked phone so you can change carriers if needed.

If you're trying to get the acct straightened out, I would either use the chat feature or email so you have proof of what was said. I've found speaking to a representative is hit or miss and I've been given inaccurate info only to have the next rep refuse to honor what the previous rep said, even when it's written in the notes the reps write. Whichever way you go, keep accurate notes with name of rep, time called, and info given. I imagine there's a way to escalate it to possibly the FCC, but I've not needed to go that far.

I wish you much luck! Maybe in the future if your dad needs to go to Verizon, you could be on speaker phone so he's not sold another unnecessary service. How frustrating for him (and you)!

[MamaSprout]

Thanks,

Yeah, I'm pretty comfortable with the ins and outs of unlocked phones.

I think he was at a retail store that was so predatory. He's barely mobile now, and I'm not sure how to proceed with Verizon. I am in my parent's town for a few hours today and am wondering if it would be better just transfer him to a different unlocked phone while at Best Buy and see if they can see when these contracts are up and if an early termination fee makes sense. Then I could get a copy of his bill from Mom so I could begin to resolve it online. My mom just pays the bill, and he had a stroke, so his talking is a little garbled and having him be the "account owner" for giving permission would be kind of a problem.

[Tap]

Don't mess with Best Buy, they can see the plans, but not do anything about them.  Go to a freestanding Corporate store (some freestanding stores are not corporate stores).  Ask for the manager and ask to sit down at a work station to go over his plan and what the options are. If the manager there can not help cancel some of those devices, then ask for the district managers contact information and continue up the chain until you get some help.  Wait to see what they will do first, but then reiterate that you feel he was conned in an elder abuse situation by a Verizon employee and if they do not help you, you will contact the police.  I have actually had good luck dealing with corporate stores and if you do need to call Verizon, make sure it is between 9-1 pm EST. This way no matter what call center you get connected with, if it is in the USA you will have higher up managers on staff to help.  You can ask Verizon to text you any agreement you come to on your phone, so you have proof of the resolution.

Edited December 30, 2019 by Tap