Email Battle Because phone calls aren't working

Email from the Verizon Rep

Dear Fernando Sosa,

Hello, my name is Judith. I regret that you are considering cancelling your service. You are a valued customer and we do not wish to loose your business.

Fernando, thank you for taking some time to speak to me. In speaking to you, you stated that you receive our notice to you, regarding your messaging service. Previously, when you sent one picture message to more than one recipient, it counted as one picture (or video) message. Per the letter you received, you will now be charged for picture/video messages delivered to each recipient. I am truly sorry for this inconvenience.

I am sorry that the changes mentioned in the letter you received did not impact the terms of your service agreement. Therefore, there is no compensation ( or waiving cancellation fees) to you, in the event that you decide to cancel your service. Please accept my sincere apology in this matter.

As promised, I am forwarding your concerns to a member of our management team for further review and consideration. While we do not wish to loose your business, please know that for now a cancellation cost will be applied should you decide to cancel your service with us. I hope you can consider maintaining your service with us.

Also, I see that you are now charged $15.00 per line, for a total of $30.00 ($15.00 X 2) per month for the Messaging feature. Since you are paying $30.00 for messaging, I recommend that you go back to the Nationwide Select Family share plan. Your primary line will be charged $90.00 per month, the secondary line will be charged $9.99 per month, per line. You will have access to the following:

• Unlimited Text, Picture, Video, and Instant Messaging to anyone on any network in the U.S. (including Puerto Rico) !!!

• 700 Peak minutes

• Unlimited Night and Weekend Minutes

• Unlimited Mobile to Mobile Calling

• Nationwide coverage with no domestic roaming or long distance charges

If you would like to enjoy the benefits of the recommended plan, please contact us by dialing *611 and pressing [send] from your wireless handset. We shall update your calling plan. You also may change your calling plan online at your own convenience by signing in to "My Verizon", clicking on the "Go" box located in the "My Plan" section at the top of your "My Verizon" home page
and choosing "Change to a New Plan. This calling plan change will not require you to extend the term of your Customer Agreement.

To view our available calling plans, you may click on this direct link to our website, where you will be provided with detailed information such as allowance of minutes and applicable roaming and long-distance charges:

www.verizonwireless.com/plans

Finally, in regards to the Federal Universal Service fund, the Federal Government imposes costs on wireless carriers to fund the Federal Universal Service Fund ( FUSF) program. This program promotes universally affordable telecommunications and information services to all Americans, including low-income consumers, eligible schools, libraries, and rural health care providers.

As I mentioned to you, we strive to conduct business with utmost integrity and we would never frequently apply unwarranted charges to your account.

We look forward to continuing as your wireless service provider!

We appreciate your business and thank you for using Verizon Wireless

Sincerely,


Judith

Verizon Wireless

Customer Service


------------ this is my response to her email ---------------------

Hi Thanks for replying to my email. I actually have been trying to figure out how to talk to a rep in writing. I believe every time I talk to a rep their story seems to change as the conversation progresses. As you can see per my previous email I got different stories and different excuses from every rep I talked to.

Now thanks to your email not i only have a voice recording now i have it in writing that these changes are affecting me adversely. I'm very thankful that you are apologetic but apologies aren't gonna work for me at this time. I want out of booth contracts without an early termination fee just as you contract states

Our Rights to Make Changes

Your service is subject to our business policies, practices and procedures, which we can change without notice. UNLESS OTHERWISE PROHIBITED BY LAW, WE CAN ALSO CHANGE PRICES AND ANY OTHER CONDITIONS IN THIS AGREEMENT AT ANY TIME BY SENDING YOU WRITTEN NOTICE PRIOR TO THE BILLING PERIOD IN WHICH THE CHANGES WOULD GO INTO EFFECT. IF YOU CHOOSE TO USE YOUR SERVICE AFTER THAT POINT, YOU'RE ACCEPTING THE CHANGES. IF THE CHANGES HAVE A MATERIAL ADVERSE EFFECT ON YOU, HOWEVER, YOU CAN END THE AFFECTED SERVICE, WITHOUT ANY EARLY TERMINATION FEE, JUST BY CALLING US WITHIN 60 DAYS AFTER WE SEND NOTICE OF THE CHANGE.

Also about the FUSC charge this is the part of the contract that states what i told you over the phone. This is not a TAX, You do have control over this fee. and it increased this month

Charges and Fees We Set

8 You agree to pay all access, usage and other charges and fees we bill you or that the user of your wireless phone accepted, even if you weren't the user of your wireless phone and didn't authorize its use. These include Federal Universal Service, Regulatory and Administrative Charges, and may also include other charges related to our governmental costs. We set these charges. They aren't taxes, aren't required by law, are kept by us in whole or in part, and the amounts and what's included are subject to change. You may have to pay fees to begin service or reconnect suspended service. Usage charges may vary depending on where, when and how you call. You have a Home Rate and Coverage Area and a Local Calling Area (which may be different). When you call from inside a Local Calling Area to somewhere outside of it, or call from anywhere outside a Local Calling Area, there may be toll, regional calling or long distance charges in addition to airtime (we provide or select the long distance service for calls on our network). When you make a call inside your Local Calling Area that uses a local phone company's lines (for example, a call to a typical home phone number), we may charge landline or connection fees. We charge airtime for most calls, including toll–free and operator–assisted calls. Additional features and services such as operator or directory assistance, call dialing, calling card use, Call Forwarding, data calls, automatic call delivery, Voice Mail, Text Messaging and wireless Internet access, may have additional charges. Features such as Call Waiting, Call Forwarding or 3–Way Calling involve multiple calls and multiple charges.

I look forward to talk to your manager. hopefully he will be calling me back unlike the two managers that suppose to call me by monday night. since i was told you guys have a policy of call back
withtin 72 hours. hopefully your manager will call me back

In the meanwhile I will be filling a FCC and BBB complaint on top of my rip off report i have already filled. I will also send a copy of this email and my previous email to the attorney general in Florida, your VP of costumer Service and all the emails i was able to get a hold of in the internet.

This lack of costumer service and violations of your own contract will not go unheard and i will tell everyone that i know about my situation. At this time is not longer about money it is about principle

Thank you

Ps i apologize if i sounded mean or anything in this email. This is not personal and i know you are doing your job and to make a note you were very nice and helpful over the phone.