Let me tell you about Verizon!
Back in July my phone shut itself off and quit working. I went in to the store and they had to order me a new phone. It took a few days, and I while I was there I asked the guy who helped me "do I need to return my old phone?" He said no. So I kept it. Then my replacement phone came and it was broken. They sent me a new one. I asked the SAME guy and of course was told not to return the broken phone. Well I kept the original because it has my personal info on it. The other phone, I recycled because I wanted to do good for the environment.
So imagine my surprise when I get my balance today, in September, and its $964! Yes, apparently I was charged for never returning those 2 replacement phones.
I called and spoke to 3 different people including a supervisor. I can return the original phone and have the charge refunded. However unless I return a phone, I don't get money back. I've tried telling them that I was told not to return them so its not my fault. I had finally go into the store and try to find the person who told me not to return the phones.
Turns out, this guy was brand new from Alltel and was "learning the ropes." I have to wait until they talk to him and HOPEFULLY he'll fess up and say he messed up in telling me that. If not, I don't know what happens. So I will hear from them tomorrow.
Regardless, unless Verizon seriously changes their tune, and steps up in the customer service area of the business, I'm canceling my line and switching to a new plan. I've had them since 2004 and just recently I've had problems.
It only takes one serious screw up to lose my trust forever!