First off I want to say that if you are a Verizon Wireless customer and have recieved outrageous charges on your bill from “megabyte usage”, you are not alone. Since Verizon has decided to switch over to a per-megabyte usage charge, complaints have piled up all over the Internet in response to its vague and deceiving outlines.
Apparently there is mass confusion over what is megabyte usage. I will settle this for now and say anything you do with your phone besides making voice calls uses megabytes. The real question is, what does Verizon want to charge as megabyte usage. Verizon charges $2 dollars for 1 megabyte of usage, so even if you only use your program\application once or download one ringtone you are charged $2 dollars.
What Verizon Charges for
- Downloading and using most applications on your phone. Almost every game and program you can download to your phone will use a data connection that will be charged per megabyte. $7 dollars to buy the game. $2 dollars for 5 uses of the game you never really bought.
- Using a mobile web browser to view web pages on your phone. Pretty self-explanatory.
- Browsing for applications, games or anything else under Get it Now. In the past your could browse freely and not be charged a dime. Now Verizon is capitalizing on customers who are simply looking to buy. Definitely not self-explanatory.
- New: Sending Picture\photo messages now also uses megabytes. This is confusing as you could be charged megabyte usage even if you are already paying for a picture message package.
This new pricing policy from Verizon is simply out of line. Could you image a store where you are charged by how much you look around for things to buy? That is basically how it works with the new pricing policy. First you have to pay to download a list of applications, next you pay to download an application, then you pay to use that application, and finally you pay to download your item. You can’t even window shop without paying a fine.
How to Stop the Usage Charges
My first thought to combat these usage charges was to turn off data usage on my phone. All phones have the option to turn data off so I figured it would fix this type of problem. It unfortunately doesn’t stop data from being sent at all.
This next method should work for everybody though. Verizon has certain options that can be added and removed from your phone. Some features that can be added actually block certain services such as application downloads, ringtone downloads and ext. Adding these blocking features should keep you and your family from getting stuck with outrageous megabyte usage charges. Here are the steps to do this.
Update1: Blocking these services will not stop charges for applications and games already installed on your phone. If you already have applications or games on your phone, you either have to delete them or stop using them all together. If you do not delete them, you still may be charged for accidental usage or other “unknown reasons”.
Update2: Rhonda Scott’s comment below points out that even if you block the get it now feature, you will still be charged for accidentally “attempting” to access a blocked service if you click on Get it now. Blocking Get It Now will stop the massive charges though.
- Log into your Verizon Wireless account here Verizon Wireless log in
- On the right, under “ACCOUNT ACTIONS”, click “Change Features”
- On the right, under “My Plan”, click “Set Usage Controls”
- Next, scroll to the bottom of the page and click “Add\Remove Blocks”
- Select the number you would like to block, then select these options
- Block Ringback Tone Purchase
- Block V CAST Music
- Block Mobile Web
- Block Web Purchases
- Block Application Downloads
- Block V CAST Video Clips
- Click continue, verify your selection, and you’re done
Verizon also offers many plans that include unlimited data usage for your phone. These new usage charges are a great way to get people to upgrade to these plans, mainly because people want to continue using their applications and games without paying massive fees. So people are duped into upgrading their plan and paying a rate hike for the same service they had the month before.
I say if you can get out of your Verizon plan, for a reasonable amount of money, do it. Verizon Wireless is run by a bunch of snakes that are constantly studying how they can convince the consumer into paying more, without actually getting more. I, for one, am done with Verizon and it’s unjust policies.
If you feel your rights as a consumer have been violated, voice your opinion below on your experiences
If you wish to file a complaint we recommend you contact the Better Business Bureau, your local state’s Attorney General, and the New Jersey Attorney General.
“I mean what they are charging, I can get the kid an iphone!”
And have fun paying $30/mo for the required data package.
I DO NOT HAVE A DATA PLAN IN MY PHONE. THEY STILL CHARGE ME $290 LAST MONTH FOR DATA PLAN. PLEASE STOP STEALING MONEY FROM PEOPLE. ESPECIALLY THIS KIND OF ECONOMY.
Verizon’s new policy of having to pay the 9.99/month data charge whether you use it or not is BS. Our son asked for a phone for his b’day…the two he wanted have the required data charge. We complained to our rep that we don’t want our teenagers having this type of access on their phones that we would have it blocked and we don’t want to pay for it (the only texting phone they now offer without this required plan is a crappy slide phone). The rep told us she could get around it; buy the phone and let her know the number and she’d block the feature and change the charges for us.
Unfortunately we believed her, got the phone for our son and when we gave her the information she told us “sorry the code she was given to get “around” this required charged was no longer available.” we could keep the phone and pay the fee or return it w/in the 30 day time frame.
try telling your 13 year old that the phone he asked for and has programed now has to be returned b/c we refuse to pay for a feature that we’re not going to use….with 3 kids that would be 360 dollars a year we’d be giving to VZ for no service…..
they take advantage b/c they can….there are too few options out there for good affordable phones for a family
I was billed the $1.99 charge for accidental usage on my last bill even though we have blocked everything. I called Verizon and was told that they would remove it for me this time but they would put a note on my account to not give any future credits for accidental usage. I asked to speak to a supervisor and spoke to Bonita who informed me that Verizon was no longer issuing credits for accidental usage, and that they wanted the customers to be accountable for such accidents. I was also told that the only way to prevent this was to block picture messaging something we pay for and use.
This did not seem fair to me so I asked to talk to her supervisor. I was told that Chad Kramer would contact me within 24 hours. I spoke to Chad last night who gave me the exact same script regarding accountability and the new Verizon policy to charge for accidental usage.
Jeremy could you please tell me where this statement that Verizon issued is located at as Verizon supervisors and employees are telling their customers something totally different.
Jeremy, I believe people should have been educated from Verizon to begin with on charges they would incur and an estimation of how much data might be used to avoid the stituation that you wrote about above. I also believe it was the customers responsibility to monitor themselves.
Now flash forward to March 2010. Verizon now requires a $9.99 data plan on all mulitmedia phones because of what you wrote of here. I currently own a multimedia phone with pay as you go data because I do not use or want to use the data features. Now that I am able to upgrade and to get the phone I want (that has a camera, MP3, qwerty board) I have to pay for a data plan that I still will not use or want. Other phone options that do not require a data plan to me are unacceptable. So, what is your opinion on this?
BEWARE OF MISLEADING DATA CHARGES. I just received my latest Verizon wireless bill and found over $70 in data charges. I called Verizon and was told those charges were a result of Web usage. Most of the posts here note the $1.99 charge per megabyte but on “smart” phones the actual charge is $0.015 per KILOBYTE which equates to $15 per megabyte!!!! OUTRAGEOUS. I asked my kids about the charges and they said there was no disclaimer that they would be charged for the usage (they’re both college grads) so they went ahead and used it to get airline tickets. These aren’t smart phones like the iPhone but just ones that have web access. Verizon thinks $15 per megabyte is a fair price. Seriously?
I used to have respect for Verizon, but no longer. Even though my mysterious data charges were $3.98 plus tax and they refused to reverse it, I feel compelled to switch to a different carrier. I like dealing with companies that have integrity, and unfortunately Verizon seems to be run by a bunch of crooks. After a little research after this incident, I discovered that ATT’s 3G network is superior to Verizon’s (in spite of what Verizon advertises)and that smart phones actually work faster and better on the ATT network compared to Verizon. Also, if you get a femtocel (or network extender) for your home, ATT’s will be superior to Verizons. ATT’s will support 3G; and Verizons does not (only cell calls).
Hello,
Since verizon wireless recently changed their layout I couldn’t find where to go to set these blocks. I don’t get charged an extreme amount for megabyte usage, however I never use anything unless I get a picture message from someone else (which is about 4-6 messages a year and I am fine with blocking). I just can not afford (and don’t want to pay) ten or twenty dollars a month for something I don’t use. I don’t use text messaging usually and never do anything else on my phone but talk because of the new charges. Does anyone know how I can find the new page to block the accidental megabyte usage pricing I am incurring? Thanks so much for the information. I really appreciate it.
Cassandra
So I just reviewed my bill online with Verizon and was actually shocked. My bill is usually high seeing that I have 3 phones and a pc card and Verizon’s never been the one to be cheap. So I am use to the bill being around $270.. my total amount due right this moment is $320.81. All due to data plans changing and me not knowing until now. I HAD unlimited mobile internet access with the VCast Vpak for $15/month until now. Reviewed my past bill to see if I missed something. Nope. I was billed for the VCast Vpak in March. Now I’m being charged $9.99 for 25 MB. Seeing as I use my cell to deal with work and all.. 25 MB is NOT enough. So in order to get unlimited as I had before I will be charged $29.99/month. I’m already over that amount in overage and it’s only been a week into my cycle. Verizon will be hearing from me first thing in the morning and since my contract is up next month.. I will be going somewhere else. It’s sad when both Boost Mobile and MetroPCS (both pre-paid but oh well) will be at least $100/month cheaper.
I am trying to find the link you mention on the VW page to block usage, and the only thing I can find is the Usage Controls page where they charge you $4.99 PER LINE PER MONTH to block things. Please tell me this is not the only way to block MB usage?!?
Hi Becky, Verizon has once again changed the step needed to find the blocking services. Your on the right path if you found the Usage Control page, but you need to look for a tiny little link on the page called “Service Blocks”. If you follow that link it will take you to a page where you can select your number and block the services.
I am currently working on a new article with the updated step by step directions as we speak, it should be up later today if you are still having problems finding the page.
I couldn’t agree with you more! We are so fed up with Verizon and all their “bs” charges. Their customer service department has gone down the drain in the last couple years. Verizon used to actually try to appease you when you called with a problem. Now, everytime you call, you get a different excuse from a different person. The data charges are criminal and Verizon should be ashamed of themselves. I guess all those “higher ups” are working on ways to increase their “yearly bonus” that they so much deserve!!!! I also used to recommend Verizon to everyone I knew, abosolutely not anymore. Can’t wait to be rid of them!
I just found out we have been charged huge amounts for data in the last month. We have an unlimited plan I was furious…
After going to try to block access to data, I found that now you have to pay $4.99 a month to have that privilege. I just re-upped my contract for 3 phones for 2 years. This is insane!!
I too have been a valued Verizon Customer for years. They are actually who I got my first cell phone with almost 11 years ago. I’ve had the same plan for at least 5 years. I have a family shared plan with unlimited texts and pay $15 for unlimited mobile access/data. But I’ve had the random $1.99 charge come up on both mine and my husbands portion of the bill. I’ve also had random ringtones and games charged to my account. I’ve never had a problem since Verizon always took care of the problem and charges. Now before anyone assumes anything.. not I didn’t do it to get free ringtones or games. I perfer to make my own ringtones and I didn’t get a cell to play games.
Anyways. When I finally called into Verizon about my bill.. it was up to $362.93. That was with almost $90 in overages because of data. I asked what happend to my data plan (VCast Vpak) and the customer rep said it showed I changed my plan online and went with the $9.99/month data plan for 25 mb. I told her that I did not make any changes. She said maybe my kids did (they were playing in the background). Well Rhonda of Verizon. My kids are 5 and 3! She said I had to do it then and there was nothing she could do about it or the charges. I asked for a supervisor. I wish I remembered his name because he was the biggest p.o.s. ever. No, not because he didn’t credit anything. But because he was accusing me of changing it “because no one else could”. He asked what I was out. I told him $90 in overages and $15 a month from here on out as long as I stay with Verizon since the plan is now $29.99. He said “I will credit you half out of my own pocket, will that make you happy”. My exact reply was “I don’t know who taught you your supervision skills but you need to go back for a refresher. You want to sit here and accuse me of doing something I know me, my husband, or my two kids didn’t do and then be an ass to me? When is my contract up?” He says “May 27, 2010″. I ask if I need to call that day or the next to have all services disconnected. His whole attitude changed! He started apologizing and telling me how he’s had a rough morning and all kinds of bs and saying he was going to find a solution for me. But after arguing for an hour.. I didn’t care what he had to say. That’s when I realized.. he would treat me like shit if I had longer on my contract. Same with Rhonda the customer service rep. So yeah, AT&T will have some new customers as of May 28th! Verizon is in it for the money not the customers anymore. I do gotta admit though, I will be keeping my pc card with Verizon though. =) Why? Because I connected it when they had unlimited internet access for $61.50 a month including taxes and fee. Where can you get that price now with the coverage Verizon has?
I think I’m going to switch this is the last straw…
I was happy with Verizon but they have really become pretty sleazy within the last year or so…
Woohoo!! Got my phone bill today and with everything blocked, except picture sharing i had a 35 dollar increase to my bill for internet usage. I caned them and asked what this charge is from and was told it was for a game i downloaded and played last month Guitar Hero. A game that was not possible to download because my phone blocks all applications. But apparently it was downloaded to my phone, used a few times and racked up a 35 dollar charge. I took my phone in the Verizon and had them read the memory, and history and showed them that it was NEVER downloaded or accessed from this phone or my other phone on the plan.
End result, i was told that they cannot download applications for me, and that i will have to pay this charge because it is me downloaded the application not them . . . even though they are blocked.
I miss all-tel when this shit never happened to me. I was a 5 year with all-tel customer till the Verizon buyout.
Charged $32 for data—my son was looking for “free” games. Also charged me $3.99 per month for a game, didn’t realize it was a MONTHLY subscription. Yeah, sure, I read every word of the agreement on my tiny screen! Why would I want to pay $4 per month for a $9 game? Renewal should not be automatic.
Went to block data usage as outlined above, it is now a $4.99 monthly charge.
Called and blocked data usage for free, but the service rep admitted it wouldn’t stop a similar scenario from happening. What’s the point, then?
I miss Alltell.
Jeremy,
You can block web browing. I have everything blocked. However in a recent email exchange, I was told by a CS rep “Please keep in mind that even though the ability to block downloads in the Get It Now/Media Center is active the user still has the ability to access this application and unfortunately there is not a way to completely block this function without blocking picture messaging.” So they can block access, but they would also need to block a service that I pay for as part of my talk and text plan. If you accidentally turn on the web browser or other features, you will be charged because you have “accessed” the service. This is wrong on so many levels. I hope that everyone that has not been able to resolve their dispute with Verizon will file a complaint with the BBB, FCC, and the Attorney General in your state.
My daughter’s “multimedia” phone broke and I went to get her a replacement. They told me that I have to pay an extra $10/month because that’s what they charge on multimedia phones now. So even though I already have multimedia phone and don’t pay the $10/month, if I get a new one I have to pay more. I don’t even let my daughter use the internet; it’s blocked currently. They said I can continue to block the internet but I stil have to pay the $10. Ridiculous. It’s just a way to suck $10/month out of everyone who wants the nicer multimedia phones but does not want to use the web.
If they are going to do this, at least the can come up with better family plans for data services. When you are already paying for five phone lines, these $10-30 monthly fees really add up.
I think “Kelly” does too. Lame attempt at PR damage control.
I’ve been getting outrageous billing charges on my phone for megabyte usage.
This has happened to me once and this is the second time they have charged me for using megabyte usage.
They charged me for using data I have never used
and we should all unite and do something about this
please email me e_alihassan@yahoo.com
I took the National block off this March because I wanted to be able to send pix again. Was assured it would not lead to data charges, but I see on my new bill that I got hit for $1.99 for 0.00 data use in May.
I called this morning and spoke to a very nice representative who took the charge off and said they have a new block–a DATA BLOCK, which replaces the NATIONAL BLOCK so that we don’t lose the ability to send and receive pix. I have added this block to all 4 phones and I dearly hope this works.
I suggest anyone reading this because of phantom data charges should call and have the DATA BLOCK put on their phone. Let’s hope it is a true fix for the problem.
It now costs $5/month to set usage controls.
Actually usage controls have always cost $5 dollars. Blocking services however is free. Verizon changed their website and now the old way of blocking services takes you to a site to pay for usage controls.
I will be posting the directions for the new blocking method before the day is through.
*Update – I have added the extra step to the directions for blocking services
I don’t usually like to rant and rave, but I agree with the overall sentiment here.
I called Verizon over a month ago to question some charges. The Finance Department said that the Customer Service Department would have to answer those questions. I guess the people that take you money can’t explain what your paying for! When they did ‘transfer’ me, I got disconnected. Some phone company we are dealing with that can’t even connect to another internal department. Bozos is a good description. I could not call back at that time due to other issues.
So today, I figured I would give it another shot. Again, to my astonishment, I was transferred and got disconnected. Now I’m feeling that they only want to talk to you if you are ‘PAYING’ a bill. They figure if you get disconnected, they don’t have to answer you questions and you would just pay your bill. When I finally spoke to someone in the ‘Customer Service’ department, it went down hill from there.
They told me I was speaking with a supervisor, but at the end of the conversation, she was not. I asked about the insurance I was paying $7.99 for on the phone. She indicated that this is what I signed up for. She indicated she could switch me to a $6 plan. I figured, it was better than $7.99. When you have 3 phones, it adds up. In addition, when I upgraded my phone a couple of months ago, I requested that the insurance be removed from the 3rd line. It was not. When I did speak with a supervisor, they indicated that the rep should not have switched me to the $6 plan. This is apparently only for the cheap phones. She said that if I continued with the $6 plan, the insurance company would not have paid for any thing that happened to the phone. Some controls they have at Verizon!
Now for the kicker. When I signed up for the upgraded phone, I was informed that the data charge would be $9.99 Wasn’t happy to pay this for occasionally using the web. However, as others have pointed out, Verizon does not have many other options. The phones without the data plan are like the phones I had 10 years ago. During the 1st month I had the phone, I went to navigate and got to the VZ Navigator. It indicated that I was agreeing to pay $9.99 per month. I assumed that this was just activating the $9.99 data plan. However, I was mistaken. This is on top of the $9.99 data plan. This was a convenient way for Verizon to slip in another charge that went unnoticable. The only positive thing is that they agreed to remove going forward. Some break, I get to pay for something I never used for 4 months.
Did anyone else come across this?
I have been a Verizon customer for over 12 years and have never had something like this come up. Now to get out of the contract I have to pay $400. Maybe it will be worth it though. I can save money and have better service with another provider.
Well, today my dad approached me saying I owe $102 for my phone’s data use. Well, I have gotten charges like this before so I blocked everything. Well when I got my new phone I saw I was paying for 25 megabytes a month so I thought that entitled me to internet use. Well I used the internet on my phone for several months without any charges. Well early last month I decided to unblock ringtone download and app downloads. Well I surfed through ringtones listening to them and re-downloading ones I had paid for, as well as viewing picture apps and many game apps. Well now I am broke as a kid because of hidden charges which I never stated anywhere and has no warning as to you are about to use data when you access this program. I believe this is against the law and they should have to create pops to keep people from accessing data wasting programs without knowing the risk.
Durning a time when nobody has much money to waste we are constantly reminded how low a company can drop and try to steal your hard earned money.
STALING is what they do best , they come in and the bottom line is taken from your wallet to make them rich.
I am looking at a bill that has not ussage shown just a huge bill.
I cannot for the life of me see where they can get away with such a vague bill.
almost 400 dollars and nothing to show where it came from.
just a bill.
I should bill them back a outrageous bill charge where as I the reader of such a outrage gets a refund twice the amount of the outrage itself.
I just got a 2974.00 Bill from Verizon. I lost my phone, thought I lost it. I guess somebody got the phone and used a gig of data.
As I was discussing it with the Verizon rep they said they would take 50% off. I asked for the supervisor and the supervisor said that my line and my 6 yr old daughter line both had “Data overages” every month so it was clear I used the data and not somebody else. I asked what data overages and she began reading a list of porn sites that my daughters phone had been accessing.
the thing is, the phone was turned off and not even used during that period because she lost the charger. Also, she is 6 yrs old and I am pretty sure she has no idea how to access the internet on the phone, much less a porn site.
Verizon just lost a customer since 1999.
My Daughter LG 9100 phone was stolen last night, we reported it stolen.
We have a family play she has unlimited texting / pictures/ video sending n receiving on her phone, + its insured.
We called this company verizon gave use a number too to get a new phone they wanted 50.00 for deductible ,what ??? we were sold the insurance for theft,lost or whatever Never telling us their would be a additional charge for a deductible, being under the impression that paying the monthly fee covers us, NOT…So i hung up….Pissed
A good friend gave her an Samsung Ally,so we tried to have it hooked up, was told we needed to pay 9.99 for a data pak for ?? internet.. she don’t use the internet or want to, so was told if they remove the data pak, she would be able to get pictures,video, WHAT ??? we pay for that already with our play, so we have to pay twice ? So i talked to a supervisor was told that its got nothing to do with the pictures or text, its for internet, we do NOT want internet so why do we have to pay for something were NOT going to use ? He also informed me that the phone she had if someone bought it today they would have to pay for the 9.99 data pak, HUmmm.
Yet we could hook get the same phone or pay for the replacement one and not have to pay the 9.99, so if that is true then they can do the same for the Ally we have ??? Humm
So what i read here about people blocking this or getting charged i seen no mention they still have to pay the 9.99 like it or NOT, THIS is CRAZY and Insane, all about milking people for money, also like said they said if you choose a phone without the feature they could hook it up, Hummm
But yet if we had the LG 9100 that has that feature But we were not paying the 9.99 they would still hook it up, Hummm
Also we do NOT want a upgrade or to get lock into a new 2 year contract.
Personally i still have a OLD Phone and no phone compares to it, pictures and all AUDIOVOX CDM9900, a simple phone with GREAT qualities, LOVE it…
So love to here any and all feedback on this Ally nightmare, thanks
For all those reading my post , I posted the wrong phone its NOT samsung ally BUT samsung u820 reality, sorry about that..Thanks again
So i tried to follow the directions and all that good stuff, but i just kept getting the run around. So what im guessing is that they caught on that people were blocking it and then just changed it so you couldnt find it. I sent them an e-mail requesting that they block it, but at the end of my billing cycle I think i will just give them a call to make sure.
I have a suggestion to make here for an alternative. I got p/o’d about the charge that would be attached to my bill when I upgrade my phone – my Verizon contract ends Sept. 27th. I decided to go with a no contract Virgin Mobile phone. I admit that the phone choices are limited, but I love the idea of having a phone that will include unlimited texting (I need to learn how to text :D), data usage, internet access and 300 minutes per month for only $25. I spend a little over $40 including taxes/fees(on the 39.99 plan) on my discounted 400 minute Verizon plan- which will be increasing by as little as $8 (+ taxes/fees) or $24(+taxes/fees) at my discounted rate. That would = approx $10 or $30 before fees/taxes without a discount.
FYI: You can extend your minutes by texting land lines & Virgin uses Sprint’s Network.
For additional info. check http://www.virginmobileusa.com
Well another try I had a Clam Shell Verizon LG 8360, which is a VERY good rated small simple phone, i was told today it is considered a multimedia phone so the 9.99 would be added, Greedy Bastards, I have never and do NOT want to use the internet EVER….
Now their is a term Multi Media phone and Smartphone, whats the difference ? so what will a deep investigation revile when each cam out and written, is the classification 2 different things and how can they link them together calling them the same , this may be a key investigation and argument, We need a lawyer to stand up and go after them….
Where and when do we the public have the right to decide what we want and do NOT what…
You can’t file a complaint with the BBB solely based on dissatisfaction with a company’s price and or fees charged. Believe me, I’ve tried.
One month verizon wireless internet charges $,700. Using the system for ten months had to renegotiate every early ‘crazy’ bill, and then the bill to end all wireless bills – $1,700. Am a careful customer, a replacement was required, installed by remote accessed by Verizon engineer. Since then insane bills, I am not downloading, did everything I was advised by Verizon to do. Upgraded from $50 to $200 month plan so as to ‘guarantee’ predictable sum within usage. Then a $1,700 bill. Suspended usage and still charged, no intra-verizon departmental communication. Billing constitutes sanctioned theft.
Tried getting assistance, calling Verizon, told by one incompetent supervisor ‘its not our job to educate you’… so I educated myself with contract lawyers and IT professionals. Product not fit for purpose, does not adhere to advertising standards, shoddy customer care, poor follow up, inconsistent customer assurances and equivocation on the part of sales, support and supervisory teams, in breach of customer commitment guarantees, with one exception of one lovely woman.
Awaiting final remedy and on point of principle will not pay in excess of my contractual obligation.
When dealing with customer service, note name and location office of customer service assistant, be sure to log date and re-confirm everything agreed prior to ending the call. Keep records. Any other tips greatly appreciated.
BBB is a membership you pay to be a member and as long as you pay even if you not a good bossiness your still a member because you PAID, otherwise if you don’t pay to join , even if your a great organization, store, Business,etc.al it means nothing then your not considered, because you not a member
BBB is BS they mean NOTHING.
You can be a GREAT store that hasn’t joined their organization.
Just a follow-up to my June 1 complaint (and a tip)…
In June I tried to get my daughter’s broken multimedia phone replaced but Verizon was going to charge me an extra $10 a month for having a multimedia phone.
I called customer service to complain and of course I got no where. However, I completed an automated phone survey and I stated that I was not likely at all to recommend Verizon. Within a day, I had a manager call me and offer to send me a free replacement phone and NO $10 a month fee!!
“Frustrated” my tip is this: take the phone survey and say you are not likely to recommend Verizon. Hopefully a manager will call you back. I don’t think the customer service people have any pull at all. The manager I talked to did and she went out of her way to help me.