Im so sick of the Verizon Reps because of this!
First this person who has another line under my account she accidentally downloaded a "My Local TV" thing for her phone because she got it mixed up with another thing. So she cancelled it the next day and its gone from her phone. Ever since then she has been getting charged 3 dollars a month for it and i called verizon about a month ago and they credited it off without a problem because it was something they never heard of, so they told me the charge would no longer be there on the account for future bills. And yet the TV thing is still being charged to her bill this month so i go into the store and the rep over the counter is trying to tell me its a premium text message (which its not, it appears as PREM WAP) and thats referring to an inter...
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So you admittaly accidentaly signed up for a premium (third party, not verizon) app.
Verizon was nice enough to credit it for you once, (keep in mind its not verizon charging it to you, its the THIRD party), so Verizon ate the $3.
The THIRD party keeps billing you, because YOU signed up for it.
And your mad at Verizon?
Verizon did not sell you this app.
Verizon did not sign you up
Verizon is getting billed for the app that YOU signed up for, and sending you the bill YOU signed up for.
How is it Verizons responsability to correct this problem YOU created?
Verizon was nice enough to credit it for you once, (keep in mind its not verizon charging it to you, its the THIRD party), so Verizon ate the $3.
The THIRD party keeps billing you, because YOU signed up for it.
And your mad at Verizon?
Verizon did not sell you this app.
Verizon did not sign you up
Verizon is getting billed for the app that YOU signed up for, and sending you the bill YOU signed up for.
How is it Verizons responsability to correct this problem YOU created?
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No it was not a third party thing, it was a app downloaded directly from Verizon for a subscription. This person told me it was thru the get it now thing. Im only mad at them about it because it has been cancelled for a long time ago and it is still being billed. Like i said its not a premium text msg it was something else through Verizons get it now thing.
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on the contrary, you should switch to at&t FOR that reason...at&t customer service would not only credit it to a customer, but they can see the short codes and stop third-party subscriptions for the customer.
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In my opinion AT&T offers the worst service both cell and customer of the 4 majors.
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acdc1a said:
In my opinion AT&T offers the worst service both cell and customer of the 4 majors.
It's not just your opinion, it's also JD Powers and Associates' opinion.
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That rating by JD Powers has always amazed me. I have dealt with both carriers as a rep and it was always a constant battle to get a deserved credit for a customer at VZ. With ATT, its as simple as asking for it. I have noticed that ATT bends over backwards for its customers. Heck, just yesterday I got a 600 dollar credit for a customer that admited to using their internet on the phone. With VZ, I would be lucky to get half of that credited. All ATT wanted in return was for them to add unlimited data for 10 dollars a month. Customer was happy to oblige. When it comes to premium texting, ATT's bill does show the short code and if you call in to CS, they will typically give you credits for not just one month of those charges, but actually a fe...
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With monthly rates so high, it's no wonder they can throw credits around... 😁
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Rates are the same as VZ, but ATT cares about taking care of the customer. ATT lacks the arrogance that VZ displays.
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AT&T charges $10 per month for a dumb-phone. Verizon, in that circumstance, would charge $30 for data... per phone.
AT&T also allows unlimited texting on a family plan cover the "required" features, while Verizon does not.
While the difference is minor, the cost for a family plan w/unlimited data plans is *HUGE*.
I've had one rough issue with AT&T. It dealth with an upgrade that never happened for a girl (Finally did an IMEI check for the phone she supposedly upgraded too... bam problem solved).
But I also had an AT&T rep fix a bad charge (3 line family plan was supposedly changed to a lower plan, but only 2 lines were changed... leaving the third on a single plan somehow). They got 6 months of over-charges credited back and were...
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AT&T also allows unlimited texting on a family plan cover the "required" features, while Verizon does not.
While the difference is minor, the cost for a family plan w/unlimited data plans is *HUGE*.
I've had one rough issue with AT&T. It dealth with an upgrade that never happened for a girl (Finally did an IMEI check for the phone she supposedly upgraded too... bam problem solved).
But I also had an AT&T rep fix a bad charge (3 line family plan was supposedly changed to a lower plan, but only 2 lines were changed... leaving the third on a single plan somehow). They got 6 months of over-charges credited back and were...
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All bs aside I work in financial services used to be in care and if its says prem wap its premium txt for real and even if u have a block it will still come thru if it was signed up for before the block went into place. The block will make it so that u won't get the message but the charge is still there and its not verizon charging u it really is the prem company. So go online to vzw.com and go to detailed bill the charge will show on your data charges in details under this line it will show prem txt chrg and at the end of the call detail it will show the short code txt from her phone STOP in all caps and it will stop the subscription call care and we can do it from our end as well and u don't accidenatlly do anything on ur phone u buy somet...
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No it is not a Premium text otherwise it would say Premium SMS. I saw the differences back in April when this first started. And she said she cancelled it on her end. So if she has a completely brand new phone these charges should stop now! lol.
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Wait. Did she upgrade her phone? Did she try to have it canceled after the upgrade?
You have to cancel it off the original phone for it to cancel. Otherwise you end up with a phantom application and a charge for something you don't have on the new phone. The only other way to cancel it would be through data technical support.
You have to cancel it off the original phone for it to cancel. Otherwise you end up with a phantom application and a charge for something you don't have on the new phone. The only other way to cancel it would be through data technical support.
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Actually I could waive his activation fee without a problem and with pro rated etf, its probably not 175 etf.
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meenomeeno
Your response maybe why some people are getting angry with reps. You started off fine, giving helpful info about how to resolve the issue. You could have stopped there and sounded like a standup person. But then you started getting petty and sarcastic (how cute, etc.). I am wondering if there are a few things that occur to you people when trying to resolve a customer's issue:
1. Does the customer also work for VZW? Probably not, so they are probably not going to know how to resolve the issue, which is where you come in. I know dealing with people can be a pain, but you chose to work in the industry and if you don't like dealing with people then you should find another job.
2. Do you know how the other rep handled the call wit...
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Your response maybe why some people are getting angry with reps. You started off fine, giving helpful info about how to resolve the issue. You could have stopped there and sounded like a standup person. But then you started getting petty and sarcastic (how cute, etc.). I am wondering if there are a few things that occur to you people when trying to resolve a customer's issue:
1. Does the customer also work for VZW? Probably not, so they are probably not going to know how to resolve the issue, which is where you come in. I know dealing with people can be a pain, but you chose to work in the industry and if you don't like dealing with people then you should find another job.
2. Do you know how the other rep handled the call wit...
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To respond to a couple of your points, I don't think you'll find a whole lot of call centers who legitimately enjoy dealing with some of the people whom they interact with on a daily basis. I mean, while I generally don't mind my job, it's not unheard of to get a lot of total idiots on the phone with you at times.
Now, I'm usually willing to believe the customer when it's claimed that a rep made an error. You see, while I don't jump up and down at the thought of going to work each day, I'm confident that I have a higher understanding of my job than a lot of other reps do. If you happened to ask a lot of CSR's what Premium WAP services were, then I doubt that half of them would know without asking someone else or searching for it.
Thing...
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Now, I'm usually willing to believe the customer when it's claimed that a rep made an error. You see, while I don't jump up and down at the thought of going to work each day, I'm confident that I have a higher understanding of my job than a lot of other reps do. If you happened to ask a lot of CSR's what Premium WAP services were, then I doubt that half of them would know without asking someone else or searching for it.
Thing...
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Deleting something off your phone does not cancel the subscription. You need to tell the App to unsubscribe you BEFORE you delete it off.
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I can barely read your post.
Look at this site:
http://products.verizonwireless.com/index.aspx?id=vi ... »
Look for the My Local TV News channel on VCast Video, on the right side of the screen, under CBS News. Is this the "My Local TV" you're talking about?
Also, I wouldn't be surprised if you called customer care about this issue and saw it on the following bill because you called after your bill cycle switched. At that point, the app would have been billed for the current month anyway - you just hadn't seen that newer bill yet.
If this is actually a Premium text problem, expect to fight the company who actually bills you for the app.
In either case, I believe this is the company you're having an issue with:
h...
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Look at this site:
http://products.verizonwireless.com/index.aspx?id=vi ... »
Look for the My Local TV News channel on VCast Video, on the right side of the screen, under CBS News. Is this the "My Local TV" you're talking about?
Also, I wouldn't be surprised if you called customer care about this issue and saw it on the following bill because you called after your bill cycle switched. At that point, the app would have been billed for the current month anyway - you just hadn't seen that newer bill yet.
If this is actually a Premium text problem, expect to fight the company who actually bills you for the app.
In either case, I believe this is the company you're having an issue with:
h...
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I tried clicking on that link you gave and it gives me 500 internal error. And i went under the steps you told me to and i couldn't find it that way either.
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go to verizonwireless.com and use the search field to find "my local tv"
What steps did you take after the link? I didn't have any steps in my post.
What steps did you take after the link? I didn't have any steps in my post.
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Launch your phone's browser and choose Verizon Services. After that, choose Subscriptions, then Manage Subscriptions. Select the subscription that you'd like to cancel, then choose Unsubscribe and Yes to confirm.
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Thanks i did that and the subscription is now off. Im not sure how it stayed on when she canceled it. But its fixed now. Thank you!
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LOL No apology? I know how. She didn't cancel it that's how. People always believe their kids when they say they did not call the Antigua porn lines too.
Me: Is the user of that phone a teen male, ma'am?
Customer: Yes. But he is a good boy and he would never call such a number!
Me: (Pregnant pause) *Thinking What? Is he gay?* Ma'am the calls were made from that phone. I have the call records right here.
Customer: My son says he didn't do it and I believe him.
Me: *Thinking Why do I always get these calls?*
Me: Is the user of that phone a teen male, ma'am?
Customer: Yes. But he is a good boy and he would never call such a number!
Me: (Pregnant pause) *Thinking What? Is he gay?* Ma'am the calls were made from that phone. I have the call records right here.
Customer: My son says he didn't do it and I believe him.
Me: *Thinking Why do I always get these calls?*
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I call tech support. Make sure you have that user's phone available and not on the call.
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It sounds like the Customer Service Rep on the phone didn't explain things as well as he/she could have. If you ever see charges from a Premium WAP, SMS, MMS, or other, it's a Premium Subscription Service.
Removing the application from the phone doesn't cancel the subscription. Charges still keep coming in. Customer Service should be able to see the information required to unsubscribe (either a number to send a text to with "cancel" or "stop" in the body of the message) or an 800 number to reach the Premium WAP company directly.
Without cancelling the subscription by contacting the Premium WAP company, you are liable for those charges.
Removing the application from the phone doesn't cancel the subscription. Charges still keep coming in. Customer Service should be able to see the information required to unsubscribe (either a number to send a text to with "cancel" or "stop" in the body of the message) or an 800 number to reach the Premium WAP company directly.
Without cancelling the subscription by contacting the Premium WAP company, you are liable for those charges.
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