Responsibility Blog

[#1]

Verizon’s Senior Vice President – Corporate Responsibility Kathy Brown recently talked about Verizon’s commitment to being a good corporate citizen – that is, using our resources to address big social issues, have a positive impact in our communities and build sustainable business practices. 

Kathy points out that Verizon is doing some pretty terrific work in all three areas.  And in a time of economic upheaval, she notes we haven’t wavered from the conviction that the power of technology and innovation – along with good old-fashioned human capital – can help make lives better in the community.

We’ve captured Kathy’s thoughts on our approach to corporate responsibility in six short videos that I’ll be posting over the next few weeks.  This week’s topic: Why it matters to consumers. 

To hear more, click this link:  Why it matters to consumers.

[#2]

Since you state in your video that Verizon cares about "integrity about the work we do and how we do it," "honesty, respect, accounability . . . in relationships with customers," I am hopeful that you might help me resolve an integrity issue I have with Verizon Wireless.    

I have been trying to resolve an integrity issue with VZW for weeks.  After many phone calls with several levels of CSR's with no successful resolution, here is the letter I sent to VZW Pres. & CEO and Verizon Chairman of the Board (can't use full names on this site.)  To date, neither gentleman has responded.  I've also submitted complaints to the BBB and Attorney General, only to get a snotty letter from MH in the executive office.

So, if VZW really cares about integrity, as you say you do, please persuade VZW to take responsibility for the plan their representative sold to me ($60/mo for 700 talk min. & free unlimited texting) instead of trying to charge me an extra $30/mo for the same plan because (as I've been told by MH in the executive office) the CSR was mistaken.  VZW has me held captive as I cannot change to another company due to the contract.  Surely America's largest wireless network has the integrity and honesty to make good on what their CSRs sell to customers.

"I am writing to you in the hopes that you will restore my faith in the integrity of Verizon Wireless.   I have been a loyal Verizon customer for many years.  The outstanding quality and reliability of Verizon Wireless service here in Iowa has been a valuable asset to my business and to my family. 

In a nutshell, the problem is that the plan that a Verizon Wireless Customer Service representative sold to me has not been implemented and now I'm told that can only be implemented for $30/month more than originally agreed, and on top of that I now owe more than $168 in overages.  Below are the details.

On May 2, I called Verizon Wireless Customer Service to determine if there was a plan that would better fit my family's needs.  We were on the 1400 Share Talk plan and found that we were not using very many talk minutes and would like to have a texting plan.  The Verizon Representative offered me a 700 Shared Talk Minutes with Unlimited Free Texting for $60 per month for the main line with the usual $9.99 per each of our additional three lines.  I agreed switch to this package.

On June 8th I called Customer Service to switch my phone with my daughter's phone, and was informed that we have no texting plan and owed $168 in texting on our last bill.  Boy, was I surprised!  When I asked that my plan be corrected to comply with the plan I was sold, the representative told me that if I wanted a plan like that it would cost $90 a month, not the $60 a month described by the Verizon representative on May 3. After talking with two supervisors, and a woman named "MH" who told me she works in "the Office of the President" I still have not received an acceptable response.  While all representatives are willing to remove the texting charges, they are unwilling/unable to stand behind the $60 with 700 share talk & unlimited texting plan that the Verizon representative sold to me on May 3.  I have asked several representatives to listen to the recording of my May 3rd conversation with your Verizon representative, but I was told "I can't."

I understand that it is possible that the representative who sold me the $60 package may have been mistaken.  I am a business person myself, and realize we are all human and all make mistakes.  When I make a mistake, I make it right with my customer, even if it doing so comes directly out of my profit.  My reputation for trustworthiness and integrity are more important than the money.  Likewise, I expect companies with integrity to stand by their employees when errors are made and not punish the customer for their mistake.  In my past dealings with Verizon, I have know you to have this type of integrity.

My last request to resolve this problem was made to "MH from the office of the President" on June 9th was for one of the two options described below.  MH said she "couldn't".

In hopes that you have the desire and authority to resolve this situation with integrity, I submit the same requests for resolution to you:

1)  Honor the word of the representative who sold me the $60 a month for 700 shared talk minutes and unlimited texting and give me that plan, or

2)  Release me from the contract for my primary line and the three secondary lines without any termination fees.  I have no desire to be in a relationship with a company I cannot trust.

I believe it is in the best interest of Verizon Wireless to resolve this manner as I have proposed.   I would hope Verizon Wireless is interested in their reputation and in favor of keeping long-term customers like me.

I look forward to a speedy response from you."

Please let me know if you can help me with this important issue of integrity.

[#3]

To lovesdogs – I'm glad to ask our team to follow-up on the issue you describe above.  Please e-mail me directly at susan.butta@verizon.com and provide your phone number so that I can talk to the people within the business who have been involved. – Susan