September 24, 2003
Ms. Tracy Nolan, President
Verizon Wireless
Executive Office
1515 Woodfield Road, Suite 1400
Schaumburg, Illinois 60173
Re: Customer Degradation – Verizon cell phone number 708-921-1395
Ms. Nolan:
On September 24, 2003 I entered your Verizon Wireless location at 5506 So. Lake Park Blvd., Chicago, Illinois, 60637 at 11:30 am. I encountered the worst service I have had in my 54 years of living. Your representative, Marquitta, degraded and insulted me. She went as far as calling 911 on me because I said, “I am tired of being treated like shit.” I left the store at 12:20 pm after Ms. Marquitta called 911. I was not going to be subject to arrest with false charges of harassing her. I was basically kicked out of the Verizon store without receiving the service I came to get.
I went to this location to have the phonebook on my cell phone transferred to a new phone I received from Lockline. History: About 3 months ago, I filed a claim with Lockline. The phone I have is a LG 510. I was told by Lockline that Verizon no longer carried this phone, and that, they would have to send me a refurbished phone. The Lockline representative continued stating that I had a 6-month window to have the refurbished phone replaced if I had any trouble. I had trouble and Lockline sent me another phone on or about September 17, 2003.
When I received the original refurbished phone, I went to the store location mentioned above to have my phonebook transferred. Ms. Marquitta disrespected on that date. I went to her supervisor and was sent to another representative. I paid a Verizon representative a nominal fee of $5.00, that was not recorded, for my phonebook being transferred.
On September 24, 2003 I informed Ms. Marquitta about the events mentioned above and told her that I should not have to pay another fee, especially a fee of $11.95. I informed her that I had paid a fee before, and that, the present phone sent to me by Lockline was replacing the original refurbished phone. Ms. Marquitta told me that it did not matter and that I would have to pay the fee. I told her that I was not going to pay that fee, and could I call customer service.
Ms. Marquitta let me call customer service. I talked to Verizon respresentative Laurie. I explained the situation. Laurie saw the charge of $11.95 and gave me a credit. Laurie asked me to tell Ms. Marquitta to fax her the receipt. Laurie gave me fax number 847-289-4792. I told Ms. Marquitta that Laurie said fax her the receipt. Laurie heard Ms. Marquitta loud-talking me and Laurie asked me is that a Verizon representative talking to you? I said yes. Ms. Marquitta told me to tell Laurie “why do I have to fax her a receipt?” Ms. Marquitta became very angry. She did not fax the receipt, while I was in the store. Laurie asked to speak to Ms. Marquitta. Ms. Marquitta did not come to the phone. Ms. Marquitta told me to tell Laurie that she would continue to wait on me after she waited on the customer she had started working with.
When Ms. Marquitta finished with the customer, she started working with another customer. I told her that she told Laurie should would wait on me. Ms. Marquitta stated that she did not know there was someone signed in before me. I asked Ms. Marquitta why didn’t she examine the sign in sheet before she made that promise. She ignored my question and kept on waiting on the new customer.
While Ms. Marquitta was working on this customer she told me that because I had a past due amount she could not complete the process. I asked her if I could use her phone to call customer service again. I called customer service and was told that I had a past due amount and the process for transferring my phonebook could not be done until I paid the past due amount. I told the representative of Verizon, Ms. Robin Moore, that I had to go to my car and get my checkbook. I asked her to hold on. She said she would. As I turned around to leave the store and get my checkbook, Ms. Marquitta was waiting on another customer. I stated, “Why are you waiting on someone else?” Ms. Marquitta stated that she was not going to wait on me and that she asked Ms. Ernestine to wait on me. I stated, “I am tired of this shit. Why didn’t you tell me this before now? You (Ms. Marquitta) told me that there was no one else in the store at this time that could transfer my phonebook when I came in the door originally. Why I have been standing here dealing with you?”
Ms. Marquitta stated that she did not have to continue hearing my request and that her supervisor, Tracy Torrence, told her that if I continued to “start trouble” to call the police. Ms. Marquitta picked up her personal cell phone and stated that she was calling 911. Ms. Ernestine adamantly insisted to Ms. Marquitta that she should not call the police. Ms. Marquitta rolled her eyes at Ms. Ernestine and started talking to the police on her personal cell phone.
I gathered up my equipment and left the store. I was humiliated in front of other Verizon customers in the store. Some guy standing in the store at the time assisting with the Verizon sign in person stated, she (Ms. Marquitta) does not have to put up with your shit. I just looked at him as I left the store.
I called customer service and talked to Brandi in the Kansas office. I explained the issues and asked if she could find out if Ms. Marquitta filed a police report against me. Brandi stated that she would not get involved with another peer’s action. When I asked to speak to her supervisor, Scott Ives, she told me he was not available and that I could leave a message on his voice mail.
I called customer service again to see if I could get some assistance. I talked to Ray in Texas. He transferred me to his senior representative John. I explained the situation. John said he could only offer me an address on Big Timber Road. He said there was no immediate remedy to get my phonebook transferred and to resolve my issues.
I have a few questions. Why should I continue the three contracts I have with Verizon if I can look forward to this type of customer service? Why is the Hyde Park store manager, Tracy Torrence, protecting Ms. Marquitta when she did not have all the information? I talked to Ms. Tracy Torrence in the beginning of these events. Ms. Torrence also told me that I had to pay the fee for transferring the phonebook. Does Ms. Torrence know that she has representatives charging fees for Verizon products that are not being recorded to Verizon accounts, such as, loaning cell phones until customer products are ready for pick up for a nominal fee? How many Verizon products are being loaned or sold for fees that are not recorded on Verizon customer accounts? If a manager steps over the line allowing one to defraud, it will be difficult to make managerial decisions against those who are allowed to defraud. How many other Verizon customers have suffered this deference of service? Some people do not know how to complain. Will you wait until some unfortunate person is injured by Verizon personnel to the point where they take their frustrations out on Verizon personnel or other customers in the store? I am glad I know how to complain. My way to complain is to write and inform the public. I work with Social Policy issues. I advocate all over the United States for the disenfranchised and disadvantaged.
Therefore, I respectfully request an investigation and some results that would deter the nefarious behavior of Ms. Marquitta from injuring someone else or from it happening again.
Respectfully submitted,
Fred Nance Jr., ABD, MA, CADC, NCRS
February 27, 2005
Verizon Wireless
Ms. Tracy Nolan, President Illinois/Wisconsin Region
Executive Office
1515 Woodfield Road, Suite 1400
Schaumburg, Illinois 60173
Ms. Nolan:
My cell phone number is 708-921-1395. I have had at least four (4) different contracts/phone numbers with Verizon. I believe I have been a customer with Verizon for about 8 years. I began using cellular service with Ameritech or AT&T, which Verizon took over my service maybe 8 years ago.
On February 16, 2005 my two-year contract with Verizon ended. I did not renew my contract. If you review my contracts/accounts under Fred Nance Jr., you will see various verbal complaints filed due to my perception of the service provided by Verizon. I filed two written complaints, March 5, 2001 and September 24, 2003 (attached).
I ported my number, 708-921-1395, over to Sprint on or about February 17, 2005. After 7 days with Sprint, I decided I should come back to Verizon. When inquiring about my Verizon account before contract termination, I was told that if I decided to port my number from Verizon and terminate my service I had 30-days to come back and avoid additional charges, and that I would not be considered as a “new” customer.
On February 25, 2005 I went to a local Verizon store in Hyde Park, Chicago where Andre was my sales representative. I spent 1½ hours in this store attempting to get my Verizon service back. Andre spoke to Verizon representatives and confirmed that I could come back to Verizon, without incurring activation and other charges with an upgrade due to the “30-day rule” of Verizon.
While processing my application for services, Andre reported that there was a block on my account by their “Credit and Activation Department (Right-off Department)” for account numbers 505801328 and 601156851. I spoke to Jami in the Right-off Department in Minnesota who stated I could not get any service from Verizon until I satisfied the 2 previous debts on account numbers 505801328 and 601156851. I have been paying Verizon through my debt management company to complete my obligation of these debts.
Jami informed me that Verizon’s policy is that a person with a past debt with Verizon must pay the debt completely off before they can get “new service.” I told her that I was not getting new service, but rather service under the 30-day rule. Jami continued to tell me that I could not get “new service.” I asked to speak to her supervisor. Jami informed me that there was not a supervisor available, and that she will have one call me back. I told her that I have been through this before with Verizon (see complaint filed 9/04 with Verizon) and I want to hold on the phone until you contact a supervisor.
Jami told me to hold on stating that she had just found a supervisor. A supervisor named Rob came to the phone. Rob informed me that his desk is right behind Jami’s and he overheard some of the conversation. He also informed me that I could not get “new service” with an outstanding “write-off” debt. I informed him that this was not “new service”, but service under the “30-day rule.”
I called and talked to two other representatives of the “right-off department” on February 25, 2005. I asked the male representative if I could get a copy of the policy that dictates that a debt with Verizon has to be completely satisfied before a person with a debt can get service. That representative informed me that I would have to subpoena the policies of Verizon in order to see them. This is ludicrous.
I had an ongoing accumulation of personal financial debt that was unmanageable. I engaged a debt management company Care One, who provided the services of American Financial Services (AFS), another debt management company in September of 2004. AFS sends proposals to all my creditors before or with payments for the accounts. I submitted my request to AFS for Verizon accounts #505801328 and #601156851. On September 29, 2004 AFS sent a proposal to Verizon for account # 505801328, which is still pending, and a payment on October 12, 2004. AFS sent Verizon a proposal and a payment for account #601156851 on November 9, 2004. Verizon accepted both proposals and all payments toward my debt. AFS reports that Verizon accepted the proposal for account #601156851 on December 29, 2004. On both accounts, Verizon has accepted all payments made in my behalf by AFS. I never thought I had to ask about these accounts when inquiring about porting my number from Verizon. No one said anything until I attempted to get my Verizon service back.
Therefore, with the above information I believe I should be able to reopen my account with phone number 708-921-1395. In the beginning, that is, on or about February 9, 2005 (please check the notes on my cell phone number 708-921-1395 for a date) I called to check the peak minutes used on this phone number. In addition to the peak minutes, I informed the young lady that I intended to port my number to another company when my contract ended on February 16, 2005. I asked her to look over my account and inform me of any adverse actions that may prevent me from coming back to Verizon. I was told that there was no adverse action on any account with my name on it.
I really dislike having to write this letter. I have had so many bad experiences with Verizon representatives in how they deliver the message of Verizon and its policies to its customers. There are always mixed messages. In this present matter I am told that since I ported my number out to another company I am a “new” customer if I return. This may be understandable if not for the “30-day rule.” I have been told that a customer who has terminated their service can come back to Verizon in 30-days without being classified as a “new” customer. I am being called a “new” customer because I ported my number to a rival cellular company. At one point I was told by Verizon representatives that if I had left my cell phone number with Verizon I would not be considered a “new” customer. Rob (the supervisor) told me that if I did renew my contract when it expired on February 16, 2005 Verizon could terminate it due to my current debt status with the company. The company should encourage individuals to pay their debt. What do you believe others will think when they read this letter? Do you think they will pay their debts if they know it will not bring them in good standing with the company?
On February 25, 2005, when I came home from work, I had some mail from Verizon. It states in its introduction, “As our valued customer, we respect your decision to try another wireless service provider…. At Verizon Wireless, we focus on providing the level of service you deserve. So, if you are not able to make or receive calls in places you used to, think about how important your wireless service is to you and come back to Verizon Wireless.”
Why is there so much disparity with Verizon policies? Please respond. Please tell me why I cannot renew my business with Verizon? I am paying my debt to Verizon. I have two children in college. The accounts that are in debt with Verizon belonged to my children. Being irresponsible as children are, they exceeded their limits. I closed the accounts because that was the consequences for their actions. My consequences are that I have to pay the debt. I could not afford to pay it all at once, and therefore, I enjoined the accounts with my debt management company.
I believe the public should be aware of how one of the biggest and most popular cellular phone company’s policies and procedures benefit the organization and not the public-at-large. Not many people have the Internet, but I believe the audience of http://www.complaints.com/ is large enough to alert others to the policies, procedures, and disparities of Verizon Wireless. It is my earnest hope that whoever reads this, and the other letters I have written (which are attached with this letter) about the policies, procedures, and disparities of Verizon alert their family and friends so that they can avoid the pitfalls of the cellular phone business.
Respectfully submitted,
Fred Nance Jr., ABD, MA, CADC, NCRS
cc: http://www.complaints.com/
Verizon Executives:
Dennis Strigl, President & CEO, Lowell McAdam, Executive Vice-President & COO, Dick Lynch, Executive Vice-President & CTO, John Townsend, Vice-President & CFO, Roger Gurnani, Vice-President & CIO, Dan Mead, President Midwest Area
