Need advice- Verizon/Credit

[Caiylania]

I recently pulled my credit report to make sure everything was in order. I have not used a credit card in almost 3 years and decided to start using one that I would pay off every month to build my credit up a bit more.

Boy did I get a doozy of a shock. When we lived in California we decided to go with Verizon for our cel phones. On top of that we decided to have the account in my name to... build my credit. Rick spent an hour making sure that the contract could be legally ended should he receive orders for both of us to go overseas. They confirmed repeatedly that upon receiving such orders all we had to do was call them, fax a copy of the orders and there would be no problem.

Two years later that is what we did. We moved to Italy, I get a phone call six months later saying we have bills past due- Verizon. Rick calls, and they say everything is worked out.

Fast forward to the present- I pull my report and low and behold they have marked us as delinquent for the past three years. My credit rating is ... shall we say in the shit even though all my other bills show as paid on time and no problems.

I call Verizon and try to figure out what is going on. Getting nowhere except aggravated Rick took the phone and talked to them. Here is the gist.

They claim that one: we never contacted them. Which is bull. and Two: it wouldn't matter because since the account was MINE and not HIS the military clause allowing contract cancellations due to overseas orders does not apply.

Remember, he spent an HOUR with the verizon people confirming that MY account could be cancelled with HIS orders. Which the said Yes yes yes yes yes to.

Now I can't get credit cards or loans. I've contacted all the credit bureus but no go. They said at most they could add a line saying "in dispute" but that doesn't really do anything. Verizon won't listen or help.

Does anyone know anything about this? Is there anything I can do? I reallyyyyy have to get my credit going again and it seems to be a catch 22 at this point.

Help?

[Tromp]

Are your "cancel my account" notices to them in writing with proof of receipt by Verizon?

[Caiylania]

We faxed it all to them while on the phone, the guys said it was cancelled. We never received another bill, thought it was done. Think he went through our old pile of outdated bills and tossed it all.

Yes I realize that puts me at a loss, still hoping something can be done.

[Tromp]

One word: Attorney

Maybe there is a veterans affair dept that can help with this. I'm sure many other military personnel have experienced the same thing.

Do you have the guys name that you talked to when you cancelled it? Did he give you confirmation #? Something that says it was done?

[Caiylania]

*sigh* Pretty much the route I figured but ugh. Rick did all the phone calls and talking, so no. I have no idea and he doesn't remember. I called him at work at the time to say Verizon was claiming we were past due by x months and was like "didnt you cancel??" so he called and 'worked it out'

Since we never heard from them again I guess Rick threw any paperwork we did have away as it had been two years. That is one lesson I will learn from :x

[Edited on 12-29-2005 by Caiylania]

[Tromp]

write a letter to your news paper or news channel... they usually have someone that works on consumer advocacy. Since he's military, they may help you out... just a thought

something like this: http://www.wqad.com/Global/story.asp?S=242551

Basically you have to be a pain in the a$$ to Verizon and constantly pick and them. Women are good like that so you should be fine :bleh:

[Skeeter]

Get a credit attorney. otherwise you'll have trouble for years.

[Jorddyn]

Before you contact the media/BBB/etc...

Call their customer service back. Ask to speak with a supervisor. If they say no, say that you've already spoken with a rep and didn't receive a satisfactory answer, so you'd like to speak with someone higher up the chain of command.

If they still refuse, give them the shortest summary possible, and again ask to talk to a supervisor. If they still refuse, get their name and ID number. Then tell them that your attorney will be contacting the Better Business Bureau and corporate Verizon, along with any media who cares to listen.

Most likely, you're now on the phone with a supervisor. Get their name and ID at the beginning of the conversation, and request a more direct phone number, should you be disconnected. Explain step by step the situation, along with any exact dates/names that you have. Stress that your husband has been deployed overseas in the military. When you finish your story, detail what you expect - a $0 balance, and that your credit be cleared. If they say no, move on to their supervisor via the route above. When you get someone to agree to help you, make sure to write down their name, ID, date and time you spoke, and expected resolution. Also, request an email confirming that they will be working on the problem, and request updates every week until the issue is resolved and a letter when the issue is fully resolved.

If you can't get anyone to help you, contact a lawyer, anyone you can think of in the media, and the BBB. Send an e-mail describing your situation to all of your friends, and copy Verizon customer service. The only reason I wouldn't go this route first is that they'll then see you as a total write off as a customer, and have no incentive to help you at all. If you contact them first, they still have a chance at damage control.

(And, it looks like in the time it took me to type this, all of my recommendations have already been made...)

Good luck.

Jorddyn

[Caiylania]

We did spend quite some time on the phone with a supervisor. But I will read over your post and see if I can do any of that.

[Skirmisher]

I would go one of two ways, both of them drawing on the fact that it was a military obligation that forced you to leave.

A) Go through Verizon by finding someone in charge of their division in charge of setting rules for military customers.

A quick search found this one listing:

www.verizonwireless.com/b2c/aboutUs/awards2003.jsp+verizon+military++US++support&hl=en &client=firefox-a]Verizon (http://216.239.51.104/search?q=cache:QY8VNoYQJgsJ:[url) Press Release Regarding Support of Military Families[/url]

That one was a press release by Verizon heralding its receiving an award for "Outstanding Service and Continuing Support to the National Defense" Ha.


Employer Support of the Guard and Reserve, October 28, 2003

The Upstate New York Region of Verizon Wireless was recently honored for its support of the company's employee military leave policies by Employer Support of the Guard and Reserve. The ESGR presented its Above and Beyond Award to regional president John Palmer "on behalf of the men and women of the National Guard and Reserve forces for outstanding service and continuing support to the national defense." The award recognizes companies and organizations that go "above and beyond" to accommodate their employees who need time off to fulfill their National Guard and Reserve obligations. The name of the division head was John Palmer. I would try to find his name or his replacement and ask them to help. Sure they might not want to talk to you, but it may get given to an assistant and to get you out of their hair they may be able to fix it.

B) I would go to a news outlet of some kind, be it CNN, Fox, the Military news outlets even may be a good help and write a letter explaining how you have been mistreated by this megacorporation and requesting them to ask why. In NYC the local TV channels almost all have a consumer oriented reporter that does things like this. orporations shockingly seem to respond much more quickly when a news organization questions a decision that was made earlier than when one ordinary person does.

Stay with it and good luck!

[Janarth]

You're already a lost account (as a customer). The only way Verizon is gonna give a crap is if you make yourself bigger than that, i.e., news. I agree, contact the consumer advocacy person on your local station. If they're going to run a little something on a slow day midweek, I bet Verizon might change their mind because that may cost them a significant amount of customers.

[Janarth]

And send an e-mail to verizon customer service. A lot of times, oral threats don't trigger claims, a written one definitely. This will make things happen faster.

[Bobmuhthol]

http://www.ecinemasys.com/products/edp100/images/lcd_vs_crt/fulres/Airplane%20CRT.jpg
+
http://www.co.muskegon.mi.us/verizon.jpg

[Edited on 12-29-2005 by Bobmuhthol]

[Caiylania]

I just got off the phone with a Bill in Verizon Wireless Billing. I figured I would give them one more shot to help me work this out.

Not only did he nix out all the extra charges Verizon tried to apply to us, including early contract termination, he added numerous notes to my account status explaining the situation. I only have to pay one charge which was due to a phone bill I never received (which based on the numbers he gave me -were calls I made in December 02)

He even put down the phone to go talk to the person I originally talked to! He explained to them (and me) that NO- it did not matter if I was a spouse, we had orders to leave and those orders and a fax of proof for me FLYING there was plenty. So he just received a faxed copy of my entry visas etc...

He was very nice and is putting through a memo to have my credit report restored as though it was never there. He said that he can not make that final decision, but I should find out in 5-10 days (he says he sees no reason why they wouldn't do this for me) and gave me his Employee ID so I could contact him directly in the future.

I am so sending him a thankyou card. Yay.

[Edited on 12-29-2005 by Caiylania]

[Skirmisher]

Thats great news!

Thank goodness you finally got someone with a brain.

[Jorddyn]

Originally posted by Caiylania
Not only did he nix out all the extra charges Verizon tried to apply to us, including early contract termination, he added numerous notes to my account status explaining the situation. I only have to pay one charge which was due to a phone bill I never received (which based on the numbers he gave me -were calls I made in December 02)


Awesome :D Glad it turned out well.

Jorddyn