Screamers please read!
The other day while taking calls I had a woman SCREAMING that there was no way her daughter went over the minutes. First off you are upset yes, but there is no reason to scream so loud that your voice cracks! I can't wait for someone to have a heart attack while I'm on the phone with them. Anywho, I calmly explain that she went over and the charges were valid. She tried the old "I don't recognize these numbers dance" until I pointed out the last 5 invoices had all the same number dialed and she didn't call in to dispute those. I was very very polite to this hag and all she did was cut me down and moan how she can't wait for the contract to be over. I looked at her account and found that in the past year she was given over $1,200.00 in ...
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what you mean its not my fault when someone goes over THIER minutes??? 😳
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I even agree with you on this... 😲
In a situation like that, the parents need to take the phone away from their kid, and give her a prepaid tracphone. In fact, when my kids get to the age of phones, I think that is exactly what I will do, give them a trac phone, and tell them to get a job and support it, if anything will teach a kid to be responsible with a cell phone, trac phone will... 🙂
In a situation like that, the parents need to take the phone away from their kid, and give her a prepaid tracphone. In fact, when my kids get to the age of phones, I think that is exactly what I will do, give them a trac phone, and tell them to get a job and support it, if anything will teach a kid to be responsible with a cell phone, trac phone will... 🙂
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🤣 trac phone is the evil beast 👿
go check out their forum and post. you'll learn 😈
go check out their forum and post. you'll learn 😈
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i will go and check it out, but, I know a lot of people that have trac phone and they have no problems with them, they like the service they get and it just works for them.
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or i love it how its a mistake, "i never go over my mins. well now u did! they wont take no for an answer so i use the fraud technique telling them i can get u to the fraud department and they can research it for you..they usually shut up and accept it.
but its great when the bill is really high and i offer them $50 they decline and escalate to my supervisor b/c they want it all. i advise them that once they speak to a sup, my offer is off the table and they start from scratch. my sup offers one third..to be nice. decline and go to managemntand start over.. beyond them and go to management. even further to executive relations...they hit that point and only get like $75 or nothing at all. they should've just taken my $50. people...
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but its great when the bill is really high and i offer them $50 they decline and escalate to my supervisor b/c they want it all. i advise them that once they speak to a sup, my offer is off the table and they start from scratch. my sup offers one third..to be nice. decline and go to managemntand start over.. beyond them and go to management. even further to executive relations...they hit that point and only get like $75 or nothing at all. they should've just taken my $50. people...
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Our call-center has come down HARD on re-rates. Unless it's a billing system issue, there all denied. No matter how irresponsible a customer was. The best I've seen, on escalated calls ONLY, is 1/2 a credit. At first I thought that was crap, but the more I thought about it, right fu*king on! I LOVE saying NO to a customer.
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Like I said, its a shame that they have to put in in and break it off like that. Its quite allright to have a 500 minute plan and only use 200 min. each month but heaven help you if you go over by a 100 minutes. That doubles the price that month. I just don't understand why the overage minutes are so expensive that's all. I can't think of any other type of service that you would buy on a metered rate where the price goes up exponentially like that. I guess its their way of punishing a customer for not having a high enough bundled plan. Its one thing if its the customer's stupid kid who can't control themselves with the phone and they go over by hundreds of minutes per month every month. But, I think its an entirely different situation...
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Try leasing a car and having to guess how many miles you will drive every year.... talk about overage pentalies and for a whole year that's rough!!!
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Yeah, I like your analogy but, once you pay for the miles, you have many months to use them. So, you have an average number of miles you can drive each month and if you find yourself going over your average on a particular month, you can simply claim "I have a lease so I can't drive to lunch today fellas!" and you're all set. But, even if you do go over your average this month, you can cut back next month to even it out. In any case you have ample opportunity over many months and years in most cases to use *all* of the miles you paid for. No matter what any of you CSR's say, you will never justify to me that is ok to charge someone $59 for 500 min. and then if they somehow use a 1000 min. this month then its ok to charge $284 that month....
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dreelo934 said:
but its great when the bill is really high and i offer them $50 they decline and escalate to my supervisor b/c they want it all. i advise them that once they speak to a sup, my offer is off the table and they start from scratch.
That's a good one. I'm going to start using it. 🤣
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definately agree...i had a lady the other day screaming as well. she used 1637 mins on an old 800 min plan. called in flipping out cuz last month she just paid $200+ and cant believe we rip her off. expl to her that it's $0.40/min over and proceeded to tell her about #min and a new plan. advised a 2000 min plan for $99.99. cust declined. asked why she didnt have rollover...expl even if we did, she wouldnt have any to rollover for the past 3 months, still giving her a high bill this month. said there are months she doesnt use 800 mins...expl 4 months in the last yr and they were all over 700 so it wouldnt give her much/they would've been gone. she said we were thieves and she wasnt gonna pay. advised that is her option but she will ha...
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Tell her to get a land line, or the Verizon guy from the commercial will clothes line her!!!!
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When I was on line, I was an easy credit...Well, that is if you had a legitimate reason 😈
I never understood the reasoning behind the call where someone said 'I've never been over my minutes'. I never crashed a care until the first time it happened. My insurance isn't going to negotiate the accident with me. It happened. I don't call my gas company during a cold month of winter and complain that I've never had to pay a $140 gas bill before.....I pay it.
BTW, in the most polite ways, I've used those.
I was really very unfalppable when on line. If I even had the slightest inkling that you deserved it. I gave it. No hesitation. I f you call for freebies every month, I was the worlds most courteous stone wall.
Kicker was, I ...
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I never understood the reasoning behind the call where someone said 'I've never been over my minutes'. I never crashed a care until the first time it happened. My insurance isn't going to negotiate the accident with me. It happened. I don't call my gas company during a cold month of winter and complain that I've never had to pay a $140 gas bill before.....I pay it.
BTW, in the most polite ways, I've used those.
I was really very unfalppable when on line. If I even had the slightest inkling that you deserved it. I gave it. No hesitation. I f you call for freebies every month, I was the worlds most courteous stone wall.
Kicker was, I ...
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This is where management needs to get some balls & put persons like this on a "no call" basis, & cut them off if they keep this crap up.
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Whitehorse said:
This is where management needs to get some balls & put persons like this on a "no call" basis, & cut them off if they keep this crap up.
I love this idea. There are a few choice customers I've dealt with over the phone who should frankly have their service disconnected (with ETF of course) for the way they act with VZW employees. I saw one account recently where in the Hot Remarks it indicated that the customer had thrown his handset at a store manager's head. The rest of the remarks were riddled with escalations (he pretty much escalated every call), and was constantly abusive with people. I see no reason to have this person as a customer. The fact that he HASN'T been disconnected is a...
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Oh poo poo. I am so grateful that Verizon is so generous as to have already cut this lady a break in the way of $1200. I'm sure its killing them. I know, I know its what the customer agreed to and that's that. But, I just wanted to use this opportunity to vent a little frustration that Verizon is the only major carrier that tries to screw the user out of their minutes any way possible. And, by this I mean, rounding a 1 minute and 10 second call up to 2 minutes. Also, once you've bought the minutes, you loose them at the end of the month. Things like that. Phrases like "the most whenever minutes" and "rollover minutes" and "fair and flexible" come to mind. I know Verizon has the best network and the user knows or should know the bill...
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T-Mobile also has the same policy that any unused minutes are lost. Same with US Cellular, Centennial Wireless, and Alltel. Regardless of what plan a person has, a person must learn to manage their phone use. If no one does, it's not the carrier's fault. As for rounding the minutes, all carriers round their time in minute increments. I have yet to come across a carrier that subtracts your usage in seconds. For the amount of time I use my phone, I rarely use 100 anytime minutes a month, and I'm on a discontinued 400 anytime minutes AC plan for $39.99 a month. Most of my calls are mainly with other Verizon Wireless users. As for the original poster to started this thread, I say the customer should not have been given that many credits ...
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Here is a idea, add rollover minutes and 7 pm start on night minutes to the merits program.
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Well if you have an emergency like that and know you're over your minutes just call in and get a priceplan change done and backdated to the first of the billing cycle. I don't know if any other carriers allow that but I think it's a pretty good deal.
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backdating your plan is a great idea, or I should say was a great idea, now that verizon extends your contract for any changes you make to your plan, unless I am not understanding their new policy right...
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The policy is such:
Any plan change within the first year of a 2 year contract that is within the same style of promotion (eg - ACII to ACII w/ different minutes) would not extend your contract. The same change within the 2nd year of a 2year will extend for only the number of months to make one full year from when you are doing this change.
The only caveats are that if you are taking a soecial plan that expressly state that in doing so, you will be required to extend your contract for 2 years (eg - a regional version of the Local Digi Choice 1000 minutes for 39.99 or 49.99 w/ N/W available in the midwest 2 years ago).
It does not affect your upgrade date and any equipment upgrade when available will override the previous contract as...
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Any plan change within the first year of a 2 year contract that is within the same style of promotion (eg - ACII to ACII w/ different minutes) would not extend your contract. The same change within the 2nd year of a 2year will extend for only the number of months to make one full year from when you are doing this change.
The only caveats are that if you are taking a soecial plan that expressly state that in doing so, you will be required to extend your contract for 2 years (eg - a regional version of the Local Digi Choice 1000 minutes for 39.99 or 49.99 w/ N/W available in the midwest 2 years ago).
It does not affect your upgrade date and any equipment upgrade when available will override the previous contract as...
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verizon just changed the policy, you have 6 months to change plans before it affects your contract.
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😈 😈 😈
Listen EVERY CARRIER rounds up to the next minute. It is clearly written into that little thing called a contract that you sign before you can get your grubby greedy hands on the phone in the first place. I am tired of customers blaming overage and huge bills on VZW. You start the month in full control of what your bill will be at the end of the month. If you go over your minutes that's on you then. READ YOUR TERM AND CONDITIONS and stop falling back on "I didn't know" excuse. You can't tell a cop I didn't know the speed limit was 60 when you get caught doing 90. He is gonna hand your ass the ticket with a nod and wink to have a nice day! You are responsible plain and simple. Start acting like a g...
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Listen EVERY CARRIER rounds up to the next minute. It is clearly written into that little thing called a contract that you sign before you can get your grubby greedy hands on the phone in the first place. I am tired of customers blaming overage and huge bills on VZW. You start the month in full control of what your bill will be at the end of the month. If you go over your minutes that's on you then. READ YOUR TERM AND CONDITIONS and stop falling back on "I didn't know" excuse. You can't tell a cop I didn't know the speed limit was 60 when you get caught doing 90. He is gonna hand your ass the ticket with a nod and wink to have a nice day! You are responsible plain and simple. Start acting like a g...
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