An Example of Truly Awful and Terrible Customer Service from Verizon Wireless

I have been a customer of Verizon Wireless since they were called Cellular One. I had an unlimited grandfathered plan which was running me about $90 a month for truly unlimited data but only 450 minutes of talk time. So I decided to see what Verizon could offer me that might provide less data but unlimited talk time.

Over the course of several days between June 10 and June 15, I spoke with three separate Verizon retention representatives. Dara, Chantelle, and Kevin. All suggested that I sign up for the Verizon Loyalty Unlimited 55+ plan. They all confirmed the same information about what the plan offered. I would receive unlimited data with up to 22 GB of prioritized data. In addition, 15 GB of full-speed LTE hotspot data. The plan would cost $60 plus taxes.

Today, June 15, I made the switch on the phone with Kevin. As soon as I switched they sent me an email that had written information about the plan. Unfortunately, the plan they provided was completely inferior to the plan I was promised. Instead of unlimited data up to 22 GB my data would be throttled potentially from the 1st GB. Instead of a 15 GB full speed LTE hotspot allowance, I would receive only a 600 Mb per second hotspot!

I immediately complained and spoke with Toni, a supervisor. She told me that there was no such plan that the three representatives had described and that the plan would be the much more limited plan. I explained to her that I had detailed notes including names and ID codes for each of the three people I had spoken to, but it didn’t seem to matter. There was nothing she could do for me, and to add insult to injury, my grandfathered unlimited data plan was gone forever! I should add that this whole process probably wasted at least 60 minutes of my time.

This is a truly shocking outcome and just shows how willing Verizon is to be deceitful and dishonest. I should have been suspicious when I asked Chantelle to email me in writing the specifics of the plan. She told me her computer would not allow her to do so, but promised to reach out to her supervisor who would then email me the details of the plan. I never received anything.

I learned a good lesson which is that with Verizon Wireless, unless it’s in writing it’s not real. Even though a verbal agreement is still a binding agreement, unfortunately at Verizon there is no sense of honor or integrity.

So after 30 years of Verizon service I will be happily moving to T-Mobile, whose over 55 two-line plan will end up being the same cost as Verizon’s much inferior plan. In contrast to Verizon, T-Mobile documents everything on its website and provides what they offer.

All I can say is that based on my experience with Verizon I would strongly discourage anyone from doing business with Verizon wireless. I am saddened and upset and angry that Verizon would treat a 30-year customer this way! Even though Verizon has an excellent network, if they treat customers this way, they will soon lose market share to ATT and T-Mobile.


Dr. Andrew Gottlieb is a clinical psychologist in Palo Alto, California. His practice serves the greater Silicon Valley area, including the towns of San Jose, Cupertino, Santa Clara, Sunnyvale, Mountain View, Los Altos, Menlo Park, San Carlos, Redwood City, Belmont, and San Mateo. Dr. Gottlieb specializes in treating anxiety, depression, relationship problems, OCD, and other difficulties using evidence-based Cognitive Behavioral Therapy (CBT). CBT is a modern no-drug therapy approach that is targeted, skill-based, and proven effective by many research studies. Visit his website at or watch Dr. Gottlieb on YouTube. He can be reached by phone at (650) 324-2666 and email at: Dr. Gottlieb Email.

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