After Battle, Marie Gets Escapes Verizon Contract

After a long battle, which we posted, Marie is getting out her Verizon contract without penalty. She writes:

    “Friday I received a voice mail on my cell from someone from the Executive Office. …She had been forwarded the email that I had sent to the VP of Customer Service. She is letting me cancel with no early termination fees. She did say that people are allowed to cancel for the text messaging increase but not the administrative fee increase because with that they are just crediting people’s accounts with the difference.”


Lesson: booting your issue up to the VP of Customer Service really works.

Interesting that the exec office person said they’re not letting customers cancel over admin fees, because we’ve gotten reports of people using that with success. Guess that’s just another case of corporate not accurately communicating policy to customer service, albeit, one that you can take advantage of. — BEN POPKEN

PREVIOUSLY: Verizon Redefines “Materially Adverse” To Prevent Customer Cancellations
(Photo: Maulleigh)


Edit Your Comment

  1. silverlining says:

    So, what if there was a flood of customers asking for release of contract based on the increased admin fee, knowing that they’ll just get the refund, and Verizon credited every one of them?

    I’d consider it a start to the just compensation for putting up with the inordinately long voice mail UI.

    Customers’ revenge. Bwahahahahaha >:)

  2. brooklynbs says:

    One thing I’m curious about here…

    Verizon has made two changes in recent months. They raised text-messaging rates from 10 cents to 15 cents per message for subscribers who do not have a text-messaging package; and, they upped some BS administrative line fee from 40 cents to 70 cents per month.

    I realize these changes may piss off some customers, but I’m surprised that it would cause more than a handful to want to change wireless providers.

    Are people trying to get out of contracts just for the sake of it? Is the math adding up for these folks in terms of these rate changes have a big impact on their wireless spending as opposed to what they would spend if they changed to another carrier, or, if they upgraded to a text-messaging package?

    I’m all for trying to get out of a contract when there’s been a “materially adverse” change made, I’m just trying to figure out if anyone is actually saving real money here.

    Again, just curious. I’m a Verizon Wireless subscriber and I’m ambivalent towards the changes. I have a text-messaging package, so the text message rate increase doesn’t impact me, and I write-off my wireless bill on my taxes to help offset some 1099 income that I don’t much like paying taxes on, so another $3.60 per year in “administrative line costs” doesn’t matter much to me. Plus, I’ve had all of the major wireless services, and Verizon is hands down the best of the bunch.

  3. Charles Duffy says:

    @brooklynbs: There are lower-cost, local (as opposed to national) providers such as MetroPCS and Cricket who are in a lot more areas now than they were two years ago; for folks living in such an area, being locked into a contract with a traditional telco can suddenly be a very bad deal.

    Verizon may be the best of the major wireless services, but arguably they’re a pretty bad bunch. (I’ve been avoiding Verizon since I tried to buy my first house; I had very little credit history to go on, and so was trying to get a letter documenting my payment history on my cell phone service; they refused on the grounds that their policies only permitted them to disclose a customer’s payment history — even at that customer’s request — if there were missed payments, of which I had none. I spent two bloody days fighting customer service on the phone over that, and am not going back to them -ever- -again-.)

  4. brooklynbs says:

    @Charles Duffy: Good point Charles. Again, I’m just curious to hear from someone who has gotten or seeked a release from a Verizon contract and their rationale for doing so.

    My friend complained about the text-messaging increase. Then I looked at her bill and pointed out that she was spending about $5.00 per month to send/receive 50 messages, and that with a text-messaging package, she could have gotten 100 messages sent/received for $2.99 per month.

    I’ve certainly read about a lot of bad customer experiences with Verizon Wireless on here, and I don’t doubt that is the fact. My experience, however, has been the exact opposite. I guess I’ve been lucky.

    As it stands, I’ve personally sworn off Cingular (and all the companies that now make it up), Sprint Nextel and T-Mobile due to awful experiences with them in the past.

  5. mhugh says:

    Thank you for your article on how to terminate your Verizon Wireless without the early termination fee! I called Verizon about a month ago and received the run around. I called today and used the information provided in the article regarding the material adverse effect on text messaging. I was instantly transfered to the retention center. There the lady was polite, took my information down and stated that the manager was unavailable. I asked for the manager’s name, date and time when they were available so I could call back. Two hours passed and I received a message from the manager stating that my service is being canceled with NO termination fee and she thanked me! I can not begin to tell you how excited I am to get out my contract. Again, thank you for your article!