A tipster recommends Verizon’s mediation process for untangling especially messy problems. Verizon charged our tipster $300 per month for overages beyond 450 minutes, despite assurances she was on a plan with 1,000 minutes. Though Verizon promised to resolve the problem, our tipster’s service was disconnected while she was traveling on business. When further calls failed to resolve the situation, our customer invoked Verizon’s mediation process. According to Verizon’s FAQs:
Mediation is an alternative dispute resolution process in which a neutral third person (a mediator) aids the parties in jointly resolving their dispute. Unlike arbitration, a mediator does not decide the dispute for the parties. Instead, he or she helps the parties resolve it themselves (usually in a form that will be final and binding). Nothing said in the mediation can be used in a later arbitration or lawsuit.
Our tipster and Verizon jointly resolve their dispute, after the jump…
