I wanted to post a review of Republic Wireless, as I recently made the switch to them from Verizon. In light of a recent phone call, though, I’d like to bring attention to the way Verizon handled the switch first. This is so other people hopefully don’t have to go through what I did.
Verizon and all the other big wigs in the cell phone industry are known for their bad customer service. This is where, ideally, up-and-coming providers fill the gap. They’re growing, and the disgruntled customers are seeking refuge there.
I was paying around $92 a month for unlimited data and texting, as well as 400 minutes. That was with a discount, mind you. We’re all money conscious here, and the first thing that many of us try to do is slash cable and cell phone bills.
One of my goals this year was to rid myself of that $92 monthly payment. Yes, Verizon has amazing coverage for the most part, and that’s about all I enjoyed from them. I had issues when I first got my phone as well, so there’s not much of a happy history between us. Thankfully, my contract had been up with them, so I didn’t have to worry about any cancellation fees.
Making the switch
Many people around the PF world have been switching to Republic Wireless, and after a coworker signed up with them and had good things to say, I decided to make the jump. I ordered my Moto X at the end of December and it arrived (very fast) a few days later.
I began the process of attempting to port my number out. I did an extensive Google search on the process, as I know Ashley had a bit of trouble when she went through it. You need a PIN #, and I certainly didn’t remember creating one. Some people said it was the last four digits of your social, others said it was the zip, needless to say, nothing worked.
I ended up having to call Verizon (the specific number listed on their website for porting was also incorrect, by the way, I had to be transferred), explained the situation, and was able to create a PIN #. I entered that into RW’s site and the porting process finally began.
After the process was completed, I called Verizon as I had lost my login privileges to their website. Understandably, now that my phone number is with a different provider, they didn’t recognize it anymore. I wanted to sort out how the payment would play out.
I ported my number in the middle of my billing cycle, and I assumed I would get a credit as I wouldn’t be able to use my Verizon phone after porting my number. I also wanted to make sure that I received a paper statement since I could no longer access my account online.
I explained what I had gone through to the lady that answered the phone. I wanted to know how much I would be charged, if I would get a credit, and how exactly this worked.
She said since I switched during the middle of my billing cycle, that I would probably be charged at least half, but to expect around a $40 credit to my account when my next bill arrived. She stated that she wouldn’t be able to tell me exactly how much I would receive as that was a separate department. She also switched me to paper billing. Everything seemed to be taken care of.
The not-so-happy ending
Lo and behold, my Verizon bill arrived, and I had also seen that they charged me the entire amount of $92 for January. I was extremely disappointed, as I essentially paid for two phones last month when I only really used the one.
Life got in the way, and in general, I really didn’t want to call Verizon and have to deal with them again, so I put it off. I became semi-hopeful that maybe they would just credit me after things got sorted out on their end. However, today was the day that my auto-payment was supposed to go through, and I was paranoid that they would charge me yet again when I clearly didn’t have any service with them. After getting billed in full, I couldn’t trust what could happen.
So I made the call, sat in the queue for about 15 minutes, and finally someone answered. He had a look through the account and had no idea what I was talking about. I was put on hold for another 7 minutes while he looked around, and he came back with bad news.
There’s no credit due to me, Verizon doesn’t work like that. They charge you through your entire billing cycle, and they expect you to to get the most use out of your phone before you port your number.
He claimed they always tell people to port during the last few days of their billing cycle, so they don’t lose out. Obviously, not all of their representatives tell people this! They had two opportunities to make me aware of this – the first time when I called about the PIN #, and the second time when I called about the possibility of a credit. Unbelievable. No wait, sadly it is believable, and this is the reason they lose so many customers.
He also informed me that the service is good until the end of your billing cycle, which is why they encourage people not to cancel before then. The lady I originally spoke with told me my service would likely be disconnected two days after the port was complete. There was some serious contradicting information going around.
So you’re telling me I was completely misinformed and misled, and there’s nothing you can do about it? Yep. Lovely. So thanks to one person who apparently had no idea what they were talking about, I wasted my time and my money.
I wanted to make as many people aware of this as possible, in case you find yourself in a similar situation. As I said, I know many of you are contemplating a move, so if you’re on Verizon (or probably any other big name service), don’t switch until the end! I will be back next week with a review of Republic Wireless, as well as the Moto X.
Has anyone else experience horrendous customer service? Tell me your stories!