Lisa Littlewood is overbilled by Verizon and it won’t adjust her invoice. Why not?
Question: I’ve recently run into an issue with Verizon Wireless that I’m not sure if you can assist with.
I’m a purchasing manager for a British online tour operator but I’m based in the US. I travel internationally fairly often and always purchase Verizon’s $25 global data plan for 100MB. It auto-renews when you hit the 100MB. At most I have reached $100 in global data and that was during a two-week business trip to the UK.
I recently traveled to the Bahamas for a conference and arrived on June 11th and departed on June 15th. After being there six hours, I started receiving texts from Verizon advising that I had reached $100 in global data.
Concerned, as this was quite odd, I contacted their global support team to try to determine the issue. The only resolution they could offer me was to remove all the applications from my phone after I explained to them that my background data is always turned off. Removing apps defeats the purpose of having global data. The person I spoke to was to call me back and never did.
Once I received one bill with an additional $250 in global data charges, I contacted Verizon to find out where the issue was and for them to reduce the charges, as they were unable to assist me when I raised the problem. They were going to raise a ticket to research and contact me within a week. I never received a call. I received a text from them promising they’d be in touch within the next week. I’m sure you’ll be shocked to know they didn’t.
So I called Verizon again yesterday and spent nearly two hours on the phone explaining the situation to two people, one of whom was a supervisor. A supervisor offered me a $50 credit, which I really don’t find acceptable. I’m willing to pay no more than $100. I refuse to pay my bill until this is resolved. I am at a loss as to where to go next.
I’ve been a loyal Verizon customer for 15 years, even when there are carriers out there like T-mobile who offer free global data and offer more cost effective plans — and this is the thanks I get? I will not be a Verizon customer much longer after this, I just want to get this issue resolved. Can you help? — Lisa Littlewood, Philadelphia
Answer: You were being overcharged for your international data, no doubt about it. And I know because the exact same thing happened to me on a recent visit to Europe — the warning texts, the big bills, the obtuse call center employees. Only with me, I was dealing with AT&T. It took months to get my international bill sorted out.
The fix, at least for me, would have been to find a more reasonably priced SIM card. But if I’d known then what I know now, I would have turned my phone off and left it off for the duration of the trip. European hotels do have Wi-Fi, and you can do almost everything from a laptop that you can do from a phone these days.