dslreports logo
 story category
Verizon Wireless Phantom $1.99 Data Usage Fee
Carrier continues proud tradition of annoying billing glitches...

The Cleveland Plain Dealer has been doing an excellent job this week highlighting a $1.99 "data usage fee" Verizon's been imposing on wireless customers who, well, aren't using any data. An August 14 column first brought the issue some attention, when Teresa Dixon Murray noted that Verizon has been charging customers $1.99 for doing absolutely nothing. The problem? The charges were being incurred when phones were off, phone batteries were dead, Internet access was blocked, or the phones didn't have the necessary software to go online:

quote:
I've been fighting with Verizon about this all year. The customer service folks insist they can't identify the day and time I accidentally accessed the Internet. (I found out later they can.) They also insist Verizon can't block the ability to accidentally access the Internet unless it also blocks all picture-sending capability and other services. (I later found out this also is incorrect.) Most months, I've gotten the charges reversed. Some months, I don't have the time or energy to rot on hold and go through this whole fiasco with yet another Verizon worker just for $3.98.
Of course these erroneous charges, depending on their frequency, could result in millions in additional revenue for the carrier, particularly if users are too lazy to dispute $1.99 charges (that would be most people). In a followup report, Verizon insists to the paper that the charges are not intentional, and that impacted customers will be getting refunds:
quote:
"We don't want to zing stuff into people's bills in hopes they don't catch it," said Tang, who's in charge of services in Ohio, Pennsylvania and West Virginia. "We're not interested in charging customers for things they accidentally access. Our brand reputation is everything." Of the faulty explanations from Verizon's customer service reps, Tang said, "Clearly, you identified a training gap I have to address."
Many of our FiOS or Verizon Wireless customers can attest that Verizon has a bit of a history with phantom fees and charges, be it for wireless or terrestrial broadband service. One major problem is often that fixing the problem once is not enough -- many problems require repeated calls to the carrier to get erroneous billing issues fixed. It's hard to wonder if Verizon's endless sea of billing "mistakes" aren't intentional, but until somebody gets private access to Verizon's back office billing infrastructure, that's a little hard to prove.

view:
topics flat nest 
page: 1 · 2 · next
glinc
join:2009-04-07
New York, NY

glinc

Member

Well....

Here's the thing, this only happens with all the new Nationwide plans. I work for indirect dealers and on my previous Voyager, I went into my account and blocked web, downloads, etc....and even if I hit the web button and quit when on the screen displays "Connecting" I would see a charge of $1.99 on my next bill lol....I did not try their other block feature which is Block NationalAccess which blocks all txt/mms.

But yea.....this Nationwide plans are a pain in the ass compared to America's Choice.

GKI
Premium Member
join:2007-07-19
Tacoma, WA

1 edit

GKI

Premium Member

Re: Well....

Same here: with any of the 'extras' enabled (VZN; VCastTV), they'd hit me for that charge for any download. I canceled the VZN, then for using it for one day ($3), it was $1.99 to download it: total $5.00!
Same with the web button. I had to tell them to disable ALL features, so as not to get that charge. I accidentally hit the web this month, so we'll have to see if I get it again.

"I want my Qwest 'Everywhere Line' back again."

banditws6
Shrinking Time and Distance
Premium Member
join:2001-08-18
Frisco, TX

banditws6

Premium Member

Re: Well....

That was the worst: the accidentally stumbling onto a Web-based feature and getting dinged $2 even though you back out within one second.

People might say "Get a data plan, then" but how reasonable is that when you're talking about someone who has no need for anything except basic calling, and might use a mere handful of minutes a day? Get a data plan I'll never use just to avoid paying for an occasional mistake? That's like getting a text plan to avoid paying for text spam -- it's the "Western medicine" approach to problem solving. Don't solve the problem, just bury the symptoms. (And blocking all texts isn't a solution when you do need to occasionally send/receive texts from someone you actually know.)

In the end, I came to the conclusion that the basic mobile customer is better off with a prepaid carrier, so I left VZW.

Providers gank money from you when you don't use enough services and complain when you use too much. Sigh...
patcat88
join:2002-04-05
Jamaica, NY

patcat88

Member

Re: Well....

said by banditws6:

In the end, I came to the conclusion that the basic mobile customer is better off with a prepaid carrier, so I left VZW.

Providers gank money from you when you don't use enough services and complain when you use too much. Sigh...
And they still win, unless you went with MPCS or Cricket.

banditws6
Shrinking Time and Distance
Premium Member
join:2001-08-18
Frisco, TX

1 edit

banditws6

Premium Member

Re: Well....

said by patcat88:
said by banditws6:

In the end, I came to the conclusion that the basic mobile customer is better off with a prepaid carrier, so I left VZW.

Providers gank money from you when you don't use enough services and complain when you use too much. Sigh...
And they still win, unless you went with MPCS or Cricket.
You're right, because most of the prepaid carriers lease access on their towers. (Or AT&T's)

In the end, if I want a phone that works and whose provider won't screw me, there's not much I can do about it. At least with prepaid they can't take any more money from my account than I give them to use in the first place.

VR Laura
Queen Of Cyberspace
Premium Member
join:2002-02-10
NYC

VR Laura to banditws6

Premium Member

to banditws6
said by banditws6:

Providers gank money from you when you don't use enough services and complain when you use too much. Sigh...
MAJOR RANT FOLLOWS.

I have Verizon for my 2 landlines. I do not have long distance (LD) capability on line 1 (main line), because I make any LD calls on my mobile. (Not Verizon, btw.) I have a basic LD plan on line 2 (fax), called "e-Values". Verizon charges me $5.50/mo for this plan -- whether or not I make any LD calls.

If I remove this "e-Values" plan from my fax line, then I can't send any LD fax. Translation: Without a LD "plan", I can't dial LD at all. So, I'm stuck paying $5.50/mo for the capability to make a LD call, should I need to. Note, if I wanted the capability to make a LD call on line 1, too, that would be ANOTHER $5.50/mo!

Why can't I just be charged per minute for any LD calls I may make? Why do I have to pay for a "plan" I don't use? Am I supposed to believe that something is technically different on my 2nd line to warrant this $5.50/mo charge, other than maybe "flipping a switch"? It's like paying for a pay-per-view movie without ordering a movie!

Fwiw, I'm not interested in bundles. My mobile is with Sprint, DSL's with Earthlink (telco Verizon) and I don't want cable TV or VoIP.

Laura

Dolgan
Premium Member
join:2005-10-01
Madison, WI

Dolgan

Premium Member

Re: Well....

quote:
If I remove this "e-Values" plan from my fax line, then I can't send any LD fax. Translation: Without a LD "plan", I can't dial LD at all. So, I'm stuck paying $5.50/mo for the capability to make a LD call, should I need to. Note, if I wanted the capability to make a LD call on line 1, too, that would be ANOTHER $5.50/mo!

Why can't I just be charged per minute for any LD calls I may make? Why do I have to pay for a "plan" I don't use? Am I supposed to believe that something is technically different on my 2nd line to warrant this $5.50/mo charge, other than maybe "flipping a switch"? It's like paying for a pay-per-view movie without ordering a movie!
You do have 2 options to choose from if you want to drop your LD:
1] Use a 10-10-xxx dialaround
2] Buy a LD calling card at your nearest Gas Station/Convience store.

Easy solutions to your dilemma.

ReVeLaTeD
Premium Member
join:2001-11-10
San Diego, CA

ReVeLaTeD

Premium Member

Re: Well....

said by Dolgan:

quote:
If I remove this "e-Values" plan from my fax line, then I can't send any LD fax. Translation: Without a LD "plan", I can't dial LD at all. So, I'm stuck paying $5.50/mo for the capability to make a LD call, should I need to. Note, if I wanted the capability to make a LD call on line 1, too, that would be ANOTHER $5.50/mo!

Why can't I just be charged per minute for any LD calls I may make? Why do I have to pay for a "plan" I don't use? Am I supposed to believe that something is technically different on my 2nd line to warrant this $5.50/mo charge, other than maybe "flipping a switch"? It's like paying for a pay-per-view movie without ordering a movie!
You do have 2 options to choose from if you want to drop your LD:
1] Use a 10-10-xxx dialaround
2] Buy a LD calling card at your nearest Gas Station/Convience store.

Easy solutions to your dilemma.
An even easier solution.

1) Buy a desktop scanner.
2) go to MaxEmail.com, sign up for a fax account.
3) cancel landline plans.
3) Send and receive faxes all you like.

It's what I do. I haven't paid for separate long distance in years. Like...a decade. When 10-10-811 was huge. Yeah, that long ago.
jp10558
Premium Member
join:2005-06-24
Willseyville, NY

jp10558

Premium Member

Re: Well....

The problem with MaxEmail.com seems to be you cannot just pay per fax sent. It looks like you need at a minimum $10 setup fee and $2 a month. That's better, but not great.

ReVeLaTeD
Premium Member
join:2001-11-10
San Diego, CA

1 edit

ReVeLaTeD

Premium Member

Re: Well....

said by jp10558:

The problem with MaxEmail.com seems to be you cannot just pay per fax sent. It looks like you need at a minimum $10 setup fee and $2 a month. That's better, but not great.
Think business. Nobody would make money off of a 100% electronic, mobile office solution if they just charged per fax.

Besides, the setup fee is marginal and you can pay a year in advance. It's really a small amount and I've never been charged for any fax sent or received. It goes anywhere with me. Cross it up with a Blackberry Storm or an iPhone and you have an office on the move. Plus I have a toll free number, which is definitely more professional than some long distance mess.

Also, keep in mind that you would not have to pay separately for a phone line or services. When I worked at PacBell basic phone service - just the dialtone, no long distance - was $15/month. Add a long distance carrier and that price went up quite a bit. Even at $15/month that's....what...$180 a year not including long distance? It's just not worth it.
ctggzg
Premium Member
join:2005-02-11
USA

ctggzg to banditws6

Premium Member

to banditws6
said by banditws6:

That's like getting a text plan to avoid paying for text spam -- it's the "Western medicine" approach to problem solving. Don't solve the problem, just bury the symptoms.
Then there's the "Eastern medicine" solution -- take advantage of the placebo effect and brainwash people into thinking they didn't really receive any spam text messages.

Matt3
All noise, no signal.
Premium Member
join:2003-07-20
Jamestown, NC

Matt3 to glinc

Premium Member

to glinc
said by glinc:

Here's the thing, this only happens with all the new Nationwide plans. I work for indirect dealers and on my previous Voyager, I went into my account and blocked web, downloads, etc....and even if I hit the web button and quit when on the screen displays "Connecting" I would see a charge of $1.99 on my next bill lol....I did not try their other block feature which is Block NationalAccess which blocks all txt/mms.

But yea.....this Nationwide plans are a pain in the ass compared to America's Choice.
You are correct, I started noticing these charges when I changed my plan and they required me to move to the Nationwide Plan and off my former America's Choice plan.

I was also told by a rep that data is now $1.99/MB unless you subscribe to a data plan and no, they can't disable it.
glinc
join:2009-04-07
New York, NY

glinc

Member

Re: Well....

You can actually block it. The block feature is called "Block National Access" which will cause you won't be able to receive and send any text at all.

RS
@comcast.net

RS

Anon

Happens to me every month

I have to call every month and get the refund.
The CSRs refuse to credit me because I call for the refund so I have to speak to a supervisor.

Such a pain and no fixes!

ClassAction?
The Antihero
join:2002-04-09
Enola, PA

The Antihero

Member

Re: Happens to me every month

I was getting nailed for $9.99 plus tax every month for their Navigator, which I wasn't even supposed to have. It came as a free trial when I upgraded my phone. I never used it, and called to have it cancelled before the trial was up, but they kept charging me for it anyway. I had to call for 3 or 4 months before they finally stopped billing me for it. I believe I posted a thread in Rants and Raves about it.

I can't help but wonder if this kind of thing was intentional, in the hopes that most people wouldn't even notice and just pay the bill.

FFH5
Premium Member
join:2002-03-03
Tavistock NJ

FFH5

Premium Member

I saw this before switching to Sprint

I saw charges like this a couple times before switching from Verizon to Sprint. I had a voice only plan, but Web access was built in to the phone. And some Web access was supposed to be free - like checking account info; communicating with cust svc; checking minutes used; etc.

What tripped me up was a supposedly free(if you used verizon.com for MyVerizon access) backup of the address book on the phone to online backup. Each time I backed up the phone's address book I got hit with a $1.99 fee that month. And when I called to complain, they gave me a credit on the bill without any argument. But unfortunately they could never seem to get in to their billing system the free web services that their marketing dept authorized.
patcat88
join:2002-04-05
Jamaica, NY

patcat88

Member

Re: I saw this before switching to Sprint

Well, you see, loading the home page isn't free, but loading the page that is linked from the home page is free. US MBA Billing Strategies 101 Syllabus.
Chaldo
join:2008-03-18
West Bloomfield, MI

Chaldo

Member

this is not even the bit of it

this company does this ALL the time.... I see them on my cousin's bills, THEY HAVE INTERNET BLOCKED??. I had one cousin who got a bill with 120 in overage fees, THEY BARELY CALL OUT OF NETWORK, they called up to see what was the problem, the lady said you guys called out of country a lot, they said they didn't she said check the website, they went there to see numbers like 000-000-000, 010-111-111, 111-111-111, and so forth with like 7-10 dollar overage fees each... WHAT THE HECK KIND OF NUMBER IS THAT? So they disconnected and switched to metropcs I guess, they have no problems now. I just can't stand this company.. this company is one of the LEAST I would ever trust to be serviced from.

cableties
Premium Member
join:2005-01-27

cableties

Premium Member

Re: this is not even the bit of it

OH MY Buttdialer!!! When I get home, I'm going to pull out the VZW bills...
45071419 (banned)
join:2006-07-30

45071419 (banned)

Member

Me too?

This is my bill on a phone with the internet disabled. This "help" from the bill view page states sending pictures via text count as data? This phone has unlimited texting though. Am I getting screwed? I got the $1.99 charge 3 months in a row from like April to June, and nothing the past two months.

banner
Premium Member
join:2003-11-07
Long Beach, CA

banner

Premium Member

Re: Me too?

Thanks for posting the screenshot. I was wondering where it would show up on a bill.

I recommend inquiring about/disputing the charge through email via 'contact us' and save the frustration of speaking to a CSR.
patcat88
join:2002-04-05
Jamaica, NY

patcat88 to 45071419

Member

to 45071419
said by 45071419:

This is my bill on a phone with the internet disabled. This "help" from the bill view page states sending pictures via text count as data?
Yep. Under the hood the text message is a URL to the image on the cell carrier's server. The transfer is initiated through text, but the image is always sent over HTTP/TCPIP.

Steely
I rise when the sun goes down
Premium Member
join:2000-10-15
Princeton Junction, NJ

1 edit

Steely to 45071419

Premium Member

to 45071419
Yeah...ME TOO! We have a family plans with four phones and almost every month or two they stick us with a $1.99 BULLSHIT phantom "data" charge. Usually, after wasting about 20 minutes on the phone, I can get it reversed, but not always...and they ALWAYS make me feel like it's my fault or the fault of one of my kids because obviously they are "inadvertently pressing buttons" and connecting to the Internet. NOT TRUE!!! And now I see it's a common story and a widespread problem! It HAS to be on purpose. Those $1.99 charges must add up to MILLIONS for Verizon!

EDIT: My understanding is that "Internet" data usage is different than "picture messaging" data usage, regardless of what protocol is used to deliver picture messages. Our plan gives us unlimited text, picture and video messaging on ALL of our phones, but only my BlackBerry has unlimited "Internet" data usage included.
ctggzg
Premium Member
join:2005-02-11
USA

ctggzg to 45071419

Premium Member

to 45071419
Pictures clearly aren't text.
45071419 (banned)
join:2006-07-30

45071419 (banned)

Member

Re: Me too?

said by ctggzg:

Pictures clearly aren't text.
I emailed them and after some haggling they refunded the charges. I found that they are not supposed to charge for pics or video messaging since we have the unlimited texting plan that includes pics and video. Texting with pics had nothing to do with it.

Per Verizon: "browsing and using Get It Now and Mobile Web is billed at $1.99 per megabyte. Your usage is accrued over the course of the billing cycle and rounded to the next full megabyte. As your usage did not exceed one megabyte for that billing cycle, you were billed $1.99."

I'm pretty sure none of these features were accessed. Just the fact that they "round up" is bullshit. Turn on your web browser accidentally and use 2Kb of data? $1.99 please. This whole thing is a real gray, and the bottom line it Verizon is fleecing their customers.
betam4x
join:2002-10-12
Nashville, TN

betam4x

Member

Re: Me too?

You have no idea, hehe.

$1.99/mb is $2037.76 a gb. It costs verizon less than $0.10 a gb to provide that service...wish i had those kind of profit margins.
Mr Matt
join:2008-01-29
Eustis, FL

Mr Matt

Member

I pay $5.00 per handset to use minutes for web access.

I do not see any erroneous charges because I never exceed my allotment. Has anyone with this plan option checked to see if they are being charged minutes for data even if they are not accessing the Internet? I have not seen charges on recent bills but will check earlier bills for such charges.

banditws6
Shrinking Time and Distance
Premium Member
join:2001-08-18
Frisco, TX

banditws6

Premium Member

Me too; this drove me nuts

When I was on Verizon I'd get the same blasted thing. After I got an iPhone and moved to AT&T, my wife stayed on Verizon for a while and even she would get hit with the $1.99 phantom "data usage" fee...sometimes twice or even three times in a month.

Now, I know how easy it is to accidentally hit the wrong menu option (usually "My Account") and go to a Web-enabled area, then frantically hit the cancel button when you see the "Connecting..." screen. (By then it's too late; you've just blown $2.) So I called VZW and blocked mobile web on our account, thinking that would be the end of it.

Nope. 1.99 "Data Usage" charges kept showing up anyway! I'd call Customer Service, but they'd insist that I must have done something or the charge wouldn't be there. They conveniently could not tell me what date or time the charges were incurred, so I had no way to do a reality check.

Eventually I got so sick of this stupidity that when my wife's VZW contract was up I canceled and got her a Tracfone. She hardly ever uses her mobile anyway and she is much happier with a prepaid plan now.

Despite AT&T's tendency for epic failure on the technology side, I haven't had a single billing oddity since I've been with them. Yet...
dforan
join:2000-12-09
Willoughby, OH

dforan

Member

VZW needs to fix things PERIOD

I am a long time client and had $5.00 a month internet access. I found out when getting a new every 2 that my plan was changed and lost the grandfathered 5.00 internet access.

They claim, it got changed in Feb 2008, but have no idea why or how and would not restore what I had. I admit to not using the net access as I carry a BB from another provider also.. Oh well it is their company and they are always correct

morbo
Complete Your Transaction
join:2002-01-22
00000

morbo

Member

easy class action suit; any lawyer takers?

This seems like a slam dunk class action lawsuit for any willing lawyer. Any takers?

milnoc
join:2001-03-05
Ottawa

milnoc

Member

Re: easy class action suit; any lawyer takers?

The problem with this type of class action lawsuit is that the only winners are the lawyers.

••••
patcat88
join:2002-04-05
Jamaica, NY

patcat88 to morbo

Member

to morbo
said by morbo:

This seems like a slam dunk class action lawsuit for any willing lawyer. Any takers?
$50 gift certificate towards a new VZW phone with 2 year contract.

morbo
Complete Your Transaction
join:2002-01-22
00000

morbo

Member

Re: easy class action suit; any lawyer takers?

that may be the consumer's cut, but the lawyers will get considerably more.

jhacker
join:2001-12-11
Peoria, IL

1 edit

jhacker

Member

Charged for a phantom update to the music player, too!!

I've had many problems with Verizon's data charges too!! This thread reminded me to check my bill online. Just this past month, my wife's line was charged for 1MB of data. I supposedly have data blocked on that line. When we first got that phone in May, we were charged for 2MB on the day we activated the phone. The charge was for updating the 'built-in' music player on the LG VX8560. How do I know this? Because VZW tried to do this on our other 3 phones, too. I called to argue the charges. The guy told me that we accessed the VZW Music Store on the phone. I told him he was wrong because we did not access any menus that required external data. Plus, we were not notified that the 'built-in' music player on the phone was downloading an update. He went ahead and removed the charges "as a one-time courtesy" (that's the line they always use).

I'm in the club of people that are sick of Verizon's data charges!! Unfortunately, I used to be able to access the mobile web for $5/month until I got a new phone and they forced me to switch to one of their 'IMPROVED' plans. It sucks that the wireless industry has you locked unless you can afford to cancel your contract. But it appears to me that the other companies use the same billing tactics to improve their ARPU.
patcat88
join:2002-04-05
Jamaica, NY

patcat88

Member

Re: Charged for a phantom update to the music player, too!!

Now that minutes are as free as water, they need to find a new overages bucket to pump up ARPU, and its name is data. Plus the fact all branded phones (which means all Verizon phones) are as loaded with spam-ish turnkey services like a 4 star hotel room nowadays (mini-bar, the TV, the game controller for the TV, wifi, the in-room phone (adding a cell jammer isn't a bad idea), mandatory valet parking, the "spring water", plus i'm sure you can add many more to the list).
pacojoebob
join:2004-05-03
Azusa, CA

pacojoebob

Member

Some data charges.

One month I was charge for some data usage but not the $1.99 data usage fee. I have it set to block internet usage, but I'm constantly the my Verizon to check my minutes and texts.
I just sent an email to customer service and they removed those charges.
Jaghar
join:2001-01-30
Painesville, OH

Jaghar

Member

Same Here!!!

Almost every month my wife has to call Verizon about the phantom charges. Even though my kid's phones have web access blocked/disabled, they still get those damn 1.99 charges. We were told that even though web access is blocked/disabled, if they hit a wrong button and try, they'll get a 1.99 charge for trying. It's the price of trying to authenticate...even though they'll be blocked. They always take the charges off of the phone.

Just a month or two ago, I had data charges on my phone which they almost refused to take away. Based on the amount, they accused me of downloading stuff off of the web and essentially called me a liar when I denied it. My phone locks itself, so it was no mistake and it didn't happen.

We also get "phantom" data charges quite often.

Verizon probably makes millions of dollars of this charge.
Dissonance
join:2007-03-26
Floral Park, NY

Dissonance

Member

Re: Same Here!!!

They sure do. I'd bet less than 10% of customers have the energy to call about it and then 10% of those will still fight for the refund after Verizon lies and tells them the charge is legit.

I dumped Verizon for Sprint already (happy I did), but I always had these phantom charges right up until my last month. After I ported out I got one more bill for just the phantom charges since the regular monthly charges are paid in advance. So I paid that bill and finished with Verizon.

fatness
subtle

join:2000-11-17
fishing

fatness

phony explanation

In a followup report, Verizon insists to the paper that the charges are not intentional:
"We don't want to zing stuff into people's bills in hopes they don't catch it," said Tang, who's in charge of services in Ohio, Pennsylvania and West Virginia. "We're not interested in charging customers for things they accidentally access. Our brand reputation is everything." Of the faulty explanations from Verizon's customer service reps, Tang said, "Clearly, you identified a training gap I have to address."
That's horseshit. If the fault was "training gaps" then there would be about as many undercharges as overcharges.

Systematic overcharges are a corporate decision.

mdttb
join:2002-02-12
Anaheim, CA

mdttb

Member

Re: phony explanation

Recntly we've been getting hit with the data usage fee ever since we udpated two of our lines to a voyager three months ago. We have everything blocked don't use the web or download anything yet they can't tell us what we're connecting to get get charged...... Hogwash.

We were told to remove a couple of applications on the phone which we did still got charged for data useage. Now you would think when you have blocked applications (like web access, music and ring tones ect.) that you can't connect to the web ?

I think it's a scam !

A few years all three lines got charged for data useage on Christmas eve we had family over all day and no one used their phones at all that day.

I did get this from them that it was picture text messages BS ! We have unlimited text messages with pictures included !

Dolgan
Premium Member
join:2005-10-01
Madison, WI

Dolgan to fatness

Premium Member

to fatness
Agreed, it has nothing to do with the CSR training {though Verizon does not spend enough time/money on employee development} and everything to do with using an entirely outdated, PoS, Billing System. There is basically no in house IT Dept to deal with the issues, and VZ tends to outsource its software support/development to the lowest bidder. Ivan and his cronies are too fixated on "the Big Picture" and fail to realize it is made up of millions of pixels...many of which are failing.

*rant on*
Thank JAH that I no longer have put up with the constantly crashing software, sloganeering, suck up Craft Employees who stabbed their fellow Union Members in the back, Managers who had no Telecomm knowledge, the lack of any urgency to address any customer service issues, and an Executive Leadership that was more interested in maintaining obscene bonus levels at the expense of the customers and employees.
*rant off*

There is no excuse for the constant errors Verizon Billing has across the board. Hope this gets fixed for those being affected, but having worked at Verizon I know better than to count on a solution and expect to see more PR spin and lip service from Verizon.

Mark_Venture
join:2000-05-31
Coatesville, PA

Mark_Venture

Member

Nationwide plans are the problem

This has been happening since the Nationwide plans were introduced back in Nov 2007, and VZW started charging data per MB, rather than per air time minute used.

Verizon needs to finatlly admit there is a flaw in their billing system that needs to be fixed.

THere are things the phones do, that the user does NOT initiate which can also cause this.

The only thing a USER can do...

1. Call VZW and have them block ALL data, which includes Vcast, Get-it-Now/Media Center, and even MMS messages (so basically all you can do is Call/Text)

2. Subscribe to the $15 Vcast Vpack to cover data

or

3. Watch your bill every month, and call VZW if you notice the charge, and prepare to argue with them until the reverse it. They wont always credit you!

None of this should have to be fixed BUT THE CUSTOMER taking these steps.

Ark4
join:2002-06-08
Lansing, MI

Ark4

Member

AT&T

I have buttons on my AT&T phone that try to access the internet. The first menu choice in most menus is usually to buy something. I called in and disputed 17 cents or 26 cents every single month, and always got them reversed. Finally told them to just block all data/internet/text messages I haven't had a problem since. I'm willing to bet a majority of users just pay the 17 cents each time they hit one of those menu links and never bother to dispute it or turn data off though.
k1ll3rdr4g0n
join:2005-03-19
Homer Glen, IL

k1ll3rdr4g0n

Member

You can block it...

Very simple:
Call up CS and tell them to block all data connections except for MMS. If they say they can't, then call your representatives - they would be VERY interested in this ghost charge and the fact that the company can't disable internet connectivity on their own (already locked down) devices.

Just go down the list of representatives until you find someone who is interested in your problem, eventually you will find someone who has the power (or interest) to do something. And if you can find enough people in your area that has this problem - trust me your reps can't ignore 10+ phone calls about the same problem from the same company (especially if you visit them in person! ).

This seems to be a common theme in these kinds of reports, "the CSR said it wasn't possible so I just gave up". It may not be possible for THEM to do it, but I am sure someone somewhere has the ability to check some box that the CSR's can't.
hdspts1
join:2006-04-03
Eatontown, NJ

hdspts1

Member

Re: You can block it...

said by k1ll3rdr4g0n:

Very simple:
Call up CS and tell them to block all data connections except for MMS. If they say they can't, then call your representatives - they would be VERY interested in this ghost charge and the fact that the company can't disable internet connectivity on their own (already locked down) devices.
I received a $1.99 charge...apparently because I hit the wrong button and started the "browser" some months back ...apparently, I probably did it in the past and never knew, since data access used to count as airtime, but it was changed to be a separate charge based on amount of data downloaded when I got a new contract, as they explained to me.

My experience with the customer reps, however, was fine. They were able to tell me when I accessed the internet, and, upon being told it was unintentional, had the charge removed, and they were able to block it per my request, plus told me how to change the button that attempts to access it to another function. Right before I had it blocked, I did the same thing, which was during a subsequent billing month... I called again, explained what happened, and the charge was removed.

anonnamne
@suddenlink.net

anonnamne

Anon

haha

You see kids, it's a fee fee to cover the fees of the people managing the different fees.
nonymous (banned)
join:2003-09-08
Glendale, AZ

nonymous (banned)

Member

Can not block data with out blocking text.

If you block data you block text. Almost everyone uses text. Not everyone uses data. Verizon knows the glitch and doesn't care.
djoropallo
join:2003-10-20
Maple Shade, NJ

1 edit

djoropallo

Member

Re: Can not block data with out blocking text.

said by nonymous:

If you block data you block text. Almost everyone uses text. Not everyone uses data. Verizon knows the glitch and doesn't care.
This is the response I got from a CSR. I have 1 phone out of 3 that has text. I block text on the other 2 and all other DLs on all 3, including web. Sucks that they get away with this. Yes. I have called and had the charges reversed, but why do I have to work at getting my bill right?
RiverMerger
join:2007-12-19
Hinsdale, IL

RiverMerger

Member

Classless action.

I suspect if there was a class action law suit every man woman and child with verizon would be involved in this. I had this phantom charge month after month until blocking all internet access. They also had activated their tv phone service to my phone after explicitly saying that I didn't even want to try it for one minute let alone a month free. Since switching to prepaid I now have spent $13 in 4 months of use and no mystery charges oh and the phone cost me $3. Get off the mystery train of long expensive contracts just to get a phone it is a fallacy of the past!
Skippy25
join:2000-09-13
Hazelwood, MO

Skippy25

Member

Landline is not different with AT&T

I am constantly getting 3 way calling charges on my bill.

If you don't actively hold down the make absolutely positively sure that the line hung up then they nail you.

I have probably had the charges removed 12 times over the last 2 years and like the original posting, sometimes I simply don't have the time or patients to deal with these idiots.

I want to know and I have inquired several times, why is it now I can just do 3 way when it use to be that I had to call and subscribe to get it? Why can't it be shut off of my phone?

Answers: It can't be turned off globally and it is there for your convenience just in case you do want to use it some time.
page: 1 · 2 · next