Verizon Data Billing Issue FYI

[Mobile Mike]

I checked "My Verizon" last night and noticed my new bill was available to view. Everything was fine until I noticed an extra data charge of $1.99 when I new I hadn't accessed anything on my phone.

The only application I use outside of my regular plan is VZ Navigator Unlimited for $9.99/Mo. The charge I saw was for some mobile web thing having to do with VZ Music Manager/Rhapsody. I did update the VZ MM software that night to the new version, but this was done on my PC, not my phone. I must have hit a button on my phone to accidentally access the web, but zero KB's were used.

In any case, I noticed under "My Features" (on My Verizon) the ability to block all different kinds of options, like Mobile Web, Mobile TV, VZ Music, and all other application downloads. I immediately checked each and every one, as I do NOT want any extra data charges outside of VZ Navigator. Because I had VZ Nav before I put the blocks on, it will still work, but the application download block will prevent me from downloading updates for it (charges are incurred for this outside of the monthly fee).

For anybody who is on the Pay-Per-Use $1.99/Mb plan, I highly recommend using the My Verizon site to control what you want blocked and what you don't. Use it to check if you've incurred any kind of data usage. This is the best way to avoid surprise excess data charges.

I DO NOT like the way Verizon does their PPU data pricing. I did not access ANY Kb's at all, yet I still got the $1.99 charge.

Since this is how Verizon does it, I have to accept it, but I will make sure my account is protected as much as possible. My Verizon allows for this kind of control. This issue with Verizon was not enough to make me want to leave them. I accept that it is my responsibility to be informed, and when there is a mistake, deal with VZ in a calm, rational manner as soon as possible.

The rep credited my account for the data charge and explained a bit more about the blocks on my account.

I wanted to share this experience because I know there are people out there who may not be aware of problems that can occur with data use on a phone for anybody on the Nationwide plan (as this does NOT apply to grandfathered America's Choice plan customers).

[Quint101]

I went thru this 2 months back. One of my lines has the Backup feature. I mistakenly thought that the blocking mobile web was enough. It wasn't and I realized that I had to block application downloads as well. I moaned about paying $2 for 0.20KB. The rep clarified the various blocks and removed the charge as a one time courtesy. Needless to say, my other 2 lines are locked down like Fort Knox.

[Eric47]

this is a problem with all companies.

there is likely a reason why you were charged, whether you ment to or not. Company's are not out to get the consumer (thankfully) and generally blocks are the best way to keep things clear and free of such arguments, and most company's are willing to issue credits to fix these types of issues if blocks are put into place.

its when customers have built up 5-10mb of data and argue that they haven't used any that company's find themselves in a defensive mode. 1mb can be a mistake, but hardly 5mb+.

just thought id throw in a perspective from the corporate standpoint.

[Mobile Mike]

Originally Posted by Eric47

this is a problem with all companies.

there is likely a reason why you were charged, whether you ment to or not. Company's are not out to get the consumer (thankfully) and generally blocks are the best way to keep things clear and free of such arguments, and most company's are willing to issue credits to fix these types of issues if blocks are put into place.

its when customers have built up 5-10mb of data and argue that they haven't used any that company's find themselves in a defensive mode. 1mb can be a mistake, but hardly 5mb+.

just thought id throw in a perspective from the corporate standpoint.

True. This is the main reason I created this thread. I've read posts here and a zillion on HoFo from people who don't quite get how Verizon, for example, treats data.

Accidental charges can occur, and many reps understand this. The rep I spoke to completely understood what happened on my account.

It is the responsibility of the customer to ask questions and make sure they understand how their carrier works. It's not the carrier's responsibility to baby-sit my account. I monitor ALL my accounts regularly. When I see something that doesn't look right, I take care of it right away. I have a pet peeve about bills blind-sighting me.

Hopefully this thread will help others avoid this little data billing pitfall.

[Celloman]

MobileMike,
This may be slightly off-topic, but I see that you currently use all 3 of the big service providers (Sprint doesn't count in my reckoning). I've been with VZW for a while, and in my opinion, customer service has declined over the past couple of years. How do your CS experiences compare between the three providers you have? I'm thinking here of any non-reception/calling issues, such as the nickel-and-diming you mention above.

[Mobile Mike]

Originally Posted by Celloman

MobileMike,
This may be slightly off-topic, but I see that you currently use all 3 of the big service providers (Sprint doesn't count in my reckoning). I've been with VZW for a while, and in my opinion, customer service has declined over the past couple of years. How do your CS experiences compare between the three providers you have? I'm thinking here of any non-reception/calling issues, such as the nickel-and-diming you mention above.

I have been one of the lucky ones to have not had any customer service issues in the many years I've had Verizon (and its previous iterations), so I can't complain about CS. I have also had really good service from AT&T and T-Mobile as well.

I should mention that I only have basic plans with all three. Once my T-Mobile contract runs out, I plan on either canceling or going prepaid and just keep the big 2 as my main carriers. So I don't have any extra plan options which can add to billing issues. Service is good, in my area, with all three.

I have to say I'm not thrilled with VZW's nickel-and-diming, but AT&T isn't any better on this front either. But as long as I have good service and no major issues, I'll stick with them.

[Celloman]

Good to know that they're roughly equivalent . I used to be with AT&T (well before they merged with Cingular) and CS stunk. I'm tempted to go back (iPhone), so I'm trying to see what I'll be in for.

By "basic plan," are you including data etc. to go along with the iPhone? I wouldn't have thought that was basic, but I think I'm pretty behind the times; I use my phone as just a phone. That'll probably change . . .

[ansky]

About a year ago my friend with Sprint got a new phone. He got his bill later in the month and saw that there was about $60 in data charges even though he had never knowingly used any data functions on his phone. He must have accidentally pushed something that was continually downloading data. He explained the situation to the CS rep and they were completely unwilling to credit his account for the mistake.

[Celloman]

I can't say I'm that surprised. I was with Sprint years ago and the experience was horrible. I know there are people who like sprint, but the CS was so bad I swore I would never go back. They actually tried to charge me for two additional months, despite the fact that I had full documentation that we were square. Yeeesh.

[Mobile Mike]

Originally Posted by Celloman

Good to know that they're roughly equivalent . I used to be with AT&T (well before they merged with Cingular) and CS stunk. I'm tempted to go back (iPhone), so I'm trying to see what I'll be in for.

By "basic plan," are you including data etc. to go along with the iPhone? I wouldn't have thought that was basic, but I think I'm pretty behind the times; I use my phone as just a phone. That'll probably change . . .

I unlocked my iPhone, so I'm not tied to AT&T's data plans or anything else. I use it with whatever plan I have, just like any other phone.