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Woman Sues Verizon, Claims Bad Service Gave Her a Heart Attack
53-year-old Virginia woman Angela Hawkins has filed suit against Verizon, claiming the company's awful customer service contributed to her heart attack. According to the Virginian Pilot, the woman called Verizon to complain about a $60 credit she didn't receive. Instead of helping her with her problem, the lawsuit claims, Verizon support reps threatened to arrest the woman, claiming she'd threatened to kill everyone in the support center:
quote:
Instead, according to a lawsuit, the rep and her supervisor treated Hawkins rudely and threatened to have her arrested. She claims the supervisor wrongly accused her of threatening to kill everyone in the call center and caused her to have a heart attack. "I was just blindsided," Hawkins said. "What a horrible thing to accuse someone of."
The woman is seeking $2.35 million for "negligent and intentional infliction of emotional distress." Since many support calls are recorded, this could prove to be a very short legal exercise.
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IluvMoney (banned)
join:2015-05-04
MiddleClass

IluvMoney (banned)

Member

If tape shows she threatened death, too bad for her

If tape recording shows she threatened cust svc reps with death, too bad for her lawsuit.
wkm001
join:2009-12-14

4 recommendations

wkm001

Member

Re: If tape shows she threatened death, too bad for her

Lets play devil's advocate here. What if the tape shows they were complete a holes and threatened her?
IluvMoney (banned)
join:2015-05-04
MiddleClass

IluvMoney (banned)

Member

Re: If tape shows she threatened death, too bad for her

said by wkm001:

Lets play devil's advocate here. What if the tape shows they were complete a holes and threatened her?

Then they probably settle before the case goes to court. And the settlement says she can't make any statements to the press.
moonpuppy (banned)
join:2000-08-21
Glen Burnie, MD

moonpuppy (banned)

Member

Re: If tape shows she threatened death, too bad for her

said by IluvMoney:

said by wkm001:

Lets play devil's advocate here. What if the tape shows they were complete a holes and threatened her?

Then they probably settle before the case goes to court. And the settlement says she can't make any statements to the press.

I'm sorry, those recordings were overwritten by accident.

MovieLover76
join:2009-09-11
Cherry Hill, NJ
(Software) pfSense
Asus RT-AC68
Asus RT-AC66

1 recommendation

MovieLover76 to wkm001

Member

to wkm001
It's possible, but I think it's very unlikely.

People who call support lines say all sorts of nasty evil shit and then get offended the second someone isn't sweet as pie in return.
People treat them like shit because they aren't supposed to say anything back so they can take their other frustrations from their sad lives on people who can't fight back.

If the tape shows she threatened them, which I'd bet money on, I hope they sue her for attorney's fee's

IowaCowboy
Lost in the Supermarket
Premium Member
join:2010-10-16
Springfield, MA

IowaCowboy

Premium Member

Re: If tape shows she threatened death, too bad for her

My former neighbor in Iowa was a telemarketer, I'll tell you HIGH STRESS JOB from the stories he's told me.

They hear everything from why are you calling me to people slamming the phone against the wall which makes a painful clunk in their headsets. He said he hated getting people on cell phones because they'd fade in and out and get static. He said the only worse job in the call center profession is debt collector. They take the worst of the worst of abuse from the people on the other end.

Pirate515
Premium Member
join:2001-01-22
Brooklyn, NY

1 recommendation

Pirate515

Premium Member

Re: If tape shows she threatened death, too bad for her

said by IowaCowboy:

My former neighbor in Iowa was a telemarketer, I'll tell you HIGH STRESS JOB from the stories he's told me.

They hear everything from why are you calling me to people slamming the phone against the wall which makes a painful clunk in their headsets. He said he hated getting people on cell phones because they'd fade in and out and get static. He said the only worse job in the call center profession is debt collector. They take the worst of the worst of abuse from the people on the other end.

Sorry for going off-topic, but the only telemarketers I actually feel sorry for are the ones who play by the rules. Given that I am on National DNC registry, those who still call me will get some nasty and/or obnoxious surprises. Don't even get me started on the ones who claim to be from IRS, Microsoft Tech Support, etc.

IowaCowboy
Lost in the Supermarket
Premium Member
join:2010-10-16
Springfield, MA

2 edits

IowaCowboy

Premium Member

Re: If tape shows she threatened death, too bad for her

I got a robocall yesterday when I was at a mental health appointment saying I won a trip to the Bahamas and the caller ID said Wireless Caller Boston MA (Caller ID spoofing), I was pissed as hell. I'm sure the therapist wasn't too happy either although he doesn't mind if I take calls during sessions but you only get 50 minutes for sessions and I'd like to make the most of them.

Given my prior history of hospitalization and residential treatment I want the most benefit from mental health treatment so don't interrupt my treatment with your damn robocalls, but I still need the ability to take calls (such as dealing with grandma or such).

Maybe the woman in the story was mentally ill. I hope Verizon subpoenas her mental health records. If mental illness is properly treated they are more rational like suing for the $60 credit in small claims court instead of threatening their employees. When I was not properly treated for autism, I did not have self control and was hostile and aggressive. With treatment I am rational and function at near normal capacity with self control.

xirian
Premium Member
join:2003-01-26
Beacon, NY

1 recommendation

xirian

Premium Member

Re: If tape shows she threatened death, too bad for her

There is an extreme amount of stigma for anyone suffering from a mental illness. Verizon should NOT be granted any subpoenas and I'm disgusted you think thats a rational thing for them to do.

I'm dealing with many mental health issues and it would not end well if anyone released my records.

Why do you even think they need the records? All calls are recorded, so if shes lying, theres proof. If they really did this, then most likely it will be a fight to get that recording if it wasn't already deleted.

IowaCowboy
Lost in the Supermarket
Premium Member
join:2010-10-16
Springfield, MA

IowaCowboy

Premium Member

Re: If tape shows she threatened death, too bad for her

I go to mental health treatment myself but I think if she wants money then whoever controls the checkbook should be able to scrutinize everything including medical/mental health records to validate the claim. It's done everyday by insurance companies and government agencies. I myself get money for autism and Social Security needed access to my medical records to validate the claim. Many people are denied. Then there are those who game the system like those who claim inoperable back injuries/pain, park in the handicapped at Home Depot, and load that water heater while working under the table in construction.

I am working with vocational rehabilitation to try to go back to work, those wheels turn very slowly. I would like to work, but if the job doesn't carry decent health insurance, then I lose my mental health treatment and that $1,500 a month antipsychotic. People with disabilities/mental illness would love to work, they just need the level of coverage through Medicaid programs that they'll lose with wages.

xirian
Premium Member
join:2003-01-26
Beacon, NY

xirian

Premium Member

Re: If tape shows she threatened death, too bad for her

I'm on disability and I'm allowed to work, if I were able to. I'm not sure if you're on something different, as I get medicare instead of medicaid, but I'm allowed to work if I make it to a point where I can, up to a certain amount of income per month. If I make over the limit for a certain amount of time, then I would lose benefits but could possibly keep the medicare, and have the right to go back on disability if I can't continue working without having to go through the whole process again.

You don't seem to get my point though. When you go on the government services, use insurance, etc, you have an agreement with them and understand they will get that information.

Verizon, however, is a private company. This isn't deciding if you're disabled etc, this is a civil lawsuit. A mental condition isn't even mentioned, just "negligent and intentional infliction of emotional distress.", which doesn't mean she has seen a psych about it, but rather that it caused her excess stress, etc. You don't need a mental condition to try and get a payday.

Just because someone files a frivolous lawsuit against you doesn't suddenly give you any right to their medical records. I doubt verizon's lawyers would even need them, they have the recording.

IowaCowboy
Lost in the Supermarket
Premium Member
join:2010-10-16
Springfield, MA

IowaCowboy

Premium Member

Re: If tape shows she threatened death, too bad for her

I actually get Medicare and Medicaid (dual eligible) and I'm allowed to work but if my income goes any higher than I lose Medicaid coverage and then I get stuck with the Medicare coinsurance and the doughnut hole on prescription drugs.

What I'm saying though on accessing her mental health records is its called discovery which is part of the litigation process. Discovery is where the court orders each side to turn each other's facts to each other's attorneys so they can validate their claims.

Going to court is not a pretty sight. I've been through it myself. Especially when you're 14 years old and committed to residential treatment and get a judge that already has her mind made up before hearing the facts. And you have a useless court appointed attorney.

Camelot One
MVM
join:2001-11-21
Bloomington, IN

Camelot One

MVM

Re: If tape shows she threatened death, too bad for her

said by IowaCowboy:

What I'm saying though on accessing her mental health records is its called discovery which is part of the litigation process. Discovery is where the court orders each side to turn each other's facts to each other's attorneys so they can validate their claims.

This. If you sue someone claiming they injured your back, the defense is entitled to your medical records to verify the injury even exists. In this case she is claiming they caused emotional distress, which triggered a heart attack, for which the company wants to see the medical record of a diagnosis.

xirian
Premium Member
join:2003-01-26
Beacon, NY

xirian

Premium Member

Re: If tape shows she threatened death, too bad for her

Shes claiming she injured her heart, so that would mean she needs records for her physical health. You don't need to see a shrink to be or claim stress.

On a side note, what could even be in any of her medical records to prove what caused it? I can't see a doctor putting that in her chart, just 'stress'. Does she even have a chance without a recording?

MovieLover76
join:2009-09-11
Cherry Hill, NJ
(Software) pfSense
Asus RT-AC68
Asus RT-AC66

MovieLover76 to IowaCowboy

Member

to IowaCowboy
completely disagree, mental health history should NOT be considered.
They have the recorded call, that's all that's needed.
We don't need to know anything other than what's said on the call.
It's the behavior of the two people on the phone that's in question nothing more.

Pulling in mental health history only serves to discredit people due to stigma.
I'm very suprpized that anyone who has a mental illness would think mental health records are fair game.

birdfeedr
MVM
join:2001-08-11
Warwick, RI

1 recommendation

birdfeedr to IowaCowboy

MVM

to IowaCowboy
I understand what it's like being on call. I accept it as part of my job. But even then, I screen calls by number. If they aren't in my contact list, they go to voicemail. I'll deal with it after important meeting, etc.

What in the world did we do to get so ruled by our technology?

xirian
Premium Member
join:2003-01-26
Beacon, NY

xirian

Premium Member

Re: If tape shows she threatened death, too bad for her

Exactly, Nobody is going to die if you miss a call from an unknown number. If something happened and you're getting a call then 1) someone obviously is already handling it and can wait an hour and 2) if it was a true emergency they would most likely call repeatedly.

anontool
@myvzw.com

-1 recommendation

anontool to IowaCowboy

Anon

to IowaCowboy
Maybe just take some personal responsibility and silence your cellphone before your awe inspiring mental health sessions??

Pirate515
Premium Member
join:2001-01-22
Brooklyn, NY

Pirate515 to MovieLover76

Premium Member

to MovieLover76
said by MovieLover76:

It's possible, but I think it's very unlikely.

People who call support lines say all sorts of nasty evil shit and then get offended the second someone isn't sweet as pie in return. People treat them like shit because they aren't supposed to say anything back so they can take their other frustrations from their sad lives on people who can't fight back.

If the tape shows she threatened them, which I'd bet money on, I hope they sue her for attorney's fee's.

I think this day and age anyone working in a call center environment has to be prepared to be verbally abused over the phone or find a job doing something else if they are not up to the task. However, customer has no right to threaten the rep on the other end with death or bodily harm. If she did in fact threaten to kill someone, Verizon employees should not have even threatened to arrest her, they should have called the cops and let them deal with her. One of my friends works for a call center for a cable company and they record all the calls. One customer who made death threats against them did get a visit from their local cops.

Of course, phone recording laws vary state by state, but if it is legal in that state to record the calls, Verizon should have.

xirian
Premium Member
join:2003-01-26
Beacon, NY

xirian

Premium Member

Re: If tape shows she threatened death, too bad for her

said by Pirate515:

Of course, phone recording laws vary state by state, but if it is legal in that state to record the calls, Verizon should have.

As long as they play the "This call may be recorded for quality assurance purposed" message, that counts as notifying you, if you're in a two party state.

Camelot One
MVM
join:2001-11-21
Bloomington, IN

1 recommendation

Camelot One to wkm001

MVM

to wkm001
said by wkm001:

What if the tape shows they were complete a holes and threatened her?

Then the tape will be "lost", or they only record SOME calls, and this wasn't one of them.

IowaCowboy
Lost in the Supermarket
Premium Member
join:2010-10-16
Springfield, MA

1 recommendation

IowaCowboy to IluvMoney

Premium Member

to IluvMoney
They should sue her for attorney's fees. And a $60 credit would be a lot easier to obtain in small claims court than threatening their employees.

Jim Kirk
Premium Member
join:2005-12-09
49985

Jim Kirk

Premium Member

Re: If tape shows she threatened death, too bad for her

... and you know she threatened the employees? Have you heard a recording?
ricklg
Premium Member
join:2004-03-07
Laurel, MD

ricklg

Premium Member

Good Luck with That

...and your little dog too! As much as people like to strike back against rudeness and incompetence this probably won't work. Proof will be hard to come by to support her claim.
techguru306
join:2015-02-11
Cincinnati, OH

techguru306

Member

Another Frivolous lawsuit!

Another Frivolous lawsuit!

IowaCowboy
Lost in the Supermarket
Premium Member
join:2010-10-16
Springfield, MA

IowaCowboy

Premium Member

Try getting a $300+ credit

They still refuse to credit my account for the iPhone I DID return although it was a warranty replacement and there is no mention in the EDGE contract that prohibits the return of warranty replacements obtained from the device manufacturer in lieu of the original device. So instead of suing them for emotional distress and claiming all this frivolous crap looking for a payday, I'd just sue them for a refund of the credit that is rightfully mine in small claims court.

This is obviously someone looking for a payday. I personally support tort reform.

pjsutton
join:2013-06-25
Kempton, PA

1 recommendation

pjsutton

Member

This how it'll play out

She'll receive "up to" 1.1 to 3%* of the amount of money she asked for.

*Actual percentage received will depend on customer location and quality of the argument. Percentage may vary. Not available in all areas.

Zenit_IIfx
The system is the solution
Premium Member
join:2012-05-07
Purcellville, VA

Zenit_IIfx

Premium Member

Re: This how it'll play out

We are sorry, but your area is not equipped for our legal payback service. Please check again later.

Oh, we do offer our new wireless payback service, but it will only return up to 0.1-0.5%, if you try to go over we will actually charge you.

pjsutton
join:2013-06-25
Kempton, PA

pjsutton

Member

Re: This how it'll play out

Would you be interested in Directv? We will pay you back 0% of what you are asking, but you can watch TV everywhere you go!
Mr Matt
join:2008-01-29
Eustis, FL

Mr Matt

Member

Capital One Yellow Shirt Commercial with David Spade 2000's

You might want to view David Spade's Yellow Shirt Commercial here:

»www.youtube.com/watch?v= ··· Trok8VKU

When I was Telecommunications Manager for an ISP we had situations like the above. Particularly when an incompetent CSR gave a customer incorrect instructions which rendered their computer inoperative. Some customers stopped by the call center to kill the CSR.
twccop
join:2015-05-05
San Antonio, TX

twccop

Member

Verizon fios

I used to work the fios/dsl/pots ,almost every other call from a legacy customer had to do with 411 calls being placed by mistake and service issues,that's why verizon was trying to switch them all over to fios if for the phone if nothing else,no wonder verizon is getting out of it,all senior citizens who have no interest in TV or int

AnotherName
@charter.com

AnotherName

Anon

BS lawsuit

Ok no healthy person just has a heart attack because of an argument. She had to already have had a mitigating health situation. That reduces the liability of Verizon a great deal.