Home » Consumer News »Public Policy & Gov't »Verizon »Video »Wireless Broadband » Currently Reading:

Stolen/Lost Wireless Device? Verizon Wireless Charges California Customer Fees to Suspend/Transfer Service

Phillip Dampier October 10, 2013 Consumer News, Public Policy & Gov't, Verizon, Video, Wireless Broadband No Comments

They are coming.

If your smartphone goes missing or gets stolen, should you still have to pay Verizon Wireless for service you no longer have?

Verizon Wireless apparently thinks you do, even if you are beyond your two-year contract and pay month-to-month.

KGO-TV’s consumer reporter discovered Verizon Wireless dings customers coming and going.

Bonnie Mich, a Verizon Wireless customer in Healdsburg, was stunned when Verizon insisted she had to keep paying service charges on a cell phone she no longer owned.

“I said, ‘I don’t have a phone. I’m not under contract. I have no service from you. That is ridiculous,'” Mich told 7 On Your Side reporter Michael Finney. “I was angry. I didn’t think it made sense.”

Although Verizon did agree to suspend the calling plan portion of her bill for the missing phone, it wouldn’t agree to do it for free:

surchargeA charge of $15.35 was applied six days after her phone was stolen. The explanation? Verizon charges a fee when a customer service representative temporarily suspends service on a lost or stolen phone.

The following month, Mich decided to take her business to another wireless company, but Verizon Wireless was ready for that possibility. Verizon Wireless placed a block on number transfers, meaning Fich wasn’t going anywhere until Verizon was paid an extra $17.51 in service charges to remove the phone number transfer block.

Mark Toney, executive director of the Utility Reform Network told KGO Verizon had no justification for charging those fees and called the situation “a total rip off.” Toney advised customers to complain directly to state regulators and demand Verizon Wireless credit the charges and/or refund the customer.

When KGO called Verizon, an apology came quickly:

“We did not meet our own standards and reiterate our apology to our customer,” Verizon said in an e-mail message to the television station, promising a refund.

Mich reports she is still waiting.

http://www.phillipdampier.com/video/KGO San Francisco Do you have to pay the bill if your cellphone gets stolen 10-3-13.mp4

KGO in San Francisco reports a stolen or lost Verizon Wireless cell phone can be cost you more than you think. (3 minutes)

Search This Site:

Contributions:

Recent Comments:

  • bern jenkins: Good commentary . I loved the points - Does anyone know if I would be able to find a fillable a form form to fill in ?...
  • jennifer: Horrific customer service. But don't worry, I was assured I'd have a technician come fix my internet a week from today. :/...
  • Kyle: It has nothing to do with consumer choice on broadband. It has to do with unelected bureaucrats in the FCC, who are not accountable to congress (the p...
  • Bryan: I would never support anyone who directly or indirectly would want to limit consumer choices for internet. If a municipality can provide faster and c...
  • Kyle: The FCC is not a federal court. They should not be able to overturn state or local law. This has nothing to do with municipal broadband. It has to do ...
  • Johanna D.: Moved out of state for my job in March, was waiting for a final verizon bill, and received 3 bills from fronteir all dated the same day with different...
  • Clinton Kirk: It's not that Sen. Cruz is against the expansion of Broadband in growing communities. The issue is that it should be the States decision and not some...
  • Dahlia: If you do let me know, I will join. They try to say I used 865GB in one month and charged me an extra 20$ for overages. That is BS, there is no way in...
  • Sherice Cuadra: Timely article ! I learned a lot from the facts - Does anyone know if my business might be able to grab a blank a form copy to work with ?...
  • Ethan: A few months ago, TWC gave me a quote for $23,268 for 12 (!) pole permits and about 1600 feet of cable, even though there's a line only 5 poles and 80...
  • Mark: My ailing 85-yo mother, who lives in Yucaipa, CA, has been completely without phone service for almost A WHOLE MONTH now!!! She cannot call her doctor...
  • Raymundo: Us simple folk in FL can only dream of being as smart as you, Joe. Thank you for taking the time to explain things to us so we can understand them....

Your Account: