Verizon is charging me minutes for Droid data use

Discussion in 'Android General Discussions' started by studiopeg, Sep 17, 2010.

  1. studiopeg
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    studiopeg New Member

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    Spoke with a Verizon rep tonight, and all I could get out of her was "I don't know" and "I'm not sure."

    Here's the problem: I have a family share plan with 500 minutes. We use about 200 per month.

    Got the Droid X 2 weeks ago.

    Verizon is saying I have gone over the 500 shared minutes because of the data connection.

    I now pay $29.99 per month more for "unlimited internet and email" access on the Droid, but Verizon is taking the connection time out of my Family Share minutes.

    So what then does "unlimited" mean? The rep didn't know and admitted so. She just kept repeating "you have unlimited email and internet usage for the $29.99 fee a month that you pay, and your internet and email access has caused you to go over your alloted minutes."

    Can someone help me understand what I am missing here?? Please?

    Thanks.
  2. jaw4bama
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    jaw4bama New Member

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    I Have no clue, I have never been charged minutes for data. Are you using any app that use your minutes like maybe google voice to make calls?
  3. studiopeg
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    studiopeg New Member

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    Nope. I don't even know how to use it yet for anything other than making a voice call (I made only 1 so far) and browsing the internet. The Verizon rep set up Google email for me which I have not even accessed.

    Is anyone else out there charged minutes for internet and email???
  4. jaw4bama
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    jaw4bama New Member

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    Thats just insane! Call back and maybe this time you will get a rep that has some sense!
  5. n813ca
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    n813ca New Member

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    i agree. Call back. Thats crap
  6. tommyb38
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    tommyb38 New Member

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    Impossible. Are you tethering?????????? Phone may be dialing while tethering. I have heard of it before. But there is truly no way you can be charged for minutes for data. Billed totally separate, totally separate billing system.
  7. onmyway
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    onmyway Member

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    Rep surf. Should have asked for that persons manager...better yet ...real person, in a verizon store where answers like that would get your help with wrong answers educated or fired shortly after your exit for the short learning curve of customer service and inappropriate answers without correct responses.

    I always say to a rep. When receiving a new phone, "now what kind of plan is this...a five hundred dollar phone bill surprise will make me your enemy fast. "
  8. dezymond
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    dezymond Tech Support Mod Staff Member Premium Member

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    strange, never heard of that before.

    might wanna go into a verizon store to get that sorted out instead of over the phone.
  9. Jameshpatterson
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    Jameshpatterson New Member

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    How much are you over, do you use google voice for voicemail and do you get a lot of voicemails? No clue if this relates to you, but i went over once and dug in to my bill and after many frustrating hours I found that every time you get a voicemail through Google voice you get charged 1 min of air time. I can't remember the specifics and it took several reps to explain it to me, but I did confirm it to be true. I know this probably didn't help but I remember the reps struggled to explain it to me and I got several "I don't know sirs". But some how the way google voice works through call forwarding it charges you air time.

    Sent from my Droid using Tapatalk
  10. gadgetrants
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    gadgetrants Well-Known Member

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    This is gonna get resolved one way or another. I see a few answers:

    (1) The rep was reading your account activity incorrectly. What caused you to call them? Was it your latest bill? Did you check activity online? Perhaps they simply don't know how to break things down.

    (2) The fact that you have a family plan is a potential "red flag". Any kids? Perhaps the unexpected charges are not due to calls, but texting. Do you have a text plan (remember that's separate from email/web)?

    (3) It's simply not possible for data (email/web) and phone minutes to overlap. They are two entirely different radio systems on your phone. Have you seen a per-call breakdown? Can you verify that you are in fact under your total minutes?

    (4) Note that in addition to looking at call activity online, you can also review your data usage. If you can, log in and try to review dates and transfer amounts. I bet it'll be informative.

    Please post back if you learn any more!

    -Matt
  11. Shibbey
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    Shibbey New Member

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    Chances are that your plan was prorated which messes your blling up. Speak to a rep at a Verizon store NOT an authorized dealer.

    Sent from my Droid using Tapatalk
  12. studiopeg
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    studiopeg New Member

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    More:

    1) I have 3 phones on the family share plan, 500 shared minutes. Me, my husband, and my elderly mom

    2) On-line I checked the DETAILED MINUTES USAGE of ALL MINUTES for the ENTIRE MONTH: Mom used 5 minutes, I used 177, and my husband used 73 for a total of 255 minutes, which is about what we use every month. Sounds correct.

    3) We do not text or send pic messages, nor do I use Google voice mail

    4) Verizon says we have used a total of 653 minutes. So I went over the DETAILED MINUTES USAGE with the rep for all phones, showing her the 255 minutes total.

    4) Then I asked the rep "why then is Verizon saying I have used 653 minutes?"

    5) "I'm not sure. It could be your data usage made you go over your allotted 500 minutes."

    6) Then I asked, "then why am I paying $29.99/month more now for unlimited data usage?"

    7) Rep answer: "Yes you have unlimited usage for that $29.99 per month"

    8) "Then why is the data usage using up my shared minutes?"

    9) Answer: "Because your data usage has put you over your allotted family share minutes."

    Round and round and round and round it went.

    I am going to the Verizon store today where I got the Droid 2 weeks ago with a printout of the minutes (the printout does break the minutes down into data usage and voice usage) and am going to ask them for answers.
  13. xliderider
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    xliderider New Member

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    That is just messed up. :eek:
  14. EbE404
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    EbE404 New Member

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    This sounds like a bad Abbott and Costello routine...

    Others have chimed in about this, but this has never happened to me or anybody that I know, but the radios are completely different so one does not impact the other-as long as we are talking about straight data.

    For what it's worth, you can also view your data usage on Verizon's website, if your curious, but the reality is, this should be irrelevant to your issue.
  15. DF Smod
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    DF Smod New Member

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    Wow, after reading all of this I feel like taking a trip to VZW and giving them a piece of my mind...please post back and let us know the resolution
  16. Vulcan1600
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    Vulcan1600 DF Super Moderator Staff Member Premium Member

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    I have to agree with gadgetrants on the points made, I just didn't want to quote them in my reply.

    Are you really on a 500 minute shared plan or a 550 minute shared plan? If you truly are on a 500 minute plan, you're still on America's Choice, which is old. The codes in the system should not have allowed the Droid to be activated, it should have forced you to the Nationwide. Also, if you have an old 500 minute plan, that also means you don't (and can't) have a Select unlimited text plan.

    My thinking is if the above I mentioned is true, your old calling plan could be the culprit and needs some fixing up. If you don't use the unlimited text on your lines, then you need to update to the Nationwide 550 Retention Family Share plan. You have nothing to lose there and actually gain some minutes per month.

    You need to dial *611 or 800-922-0204 and when you speak to CS, if you get a bad rep who says "I don't know" then you need to ask them for tech support help. If that is not offered, kindly ask to escalate the call to a supervisor who will get to the bottom of it for you.

    **Edit: after I posted this I see you have a follow up message so I added to it below**

    Since you have a line that does not have a smart phone, and since you are on the old America's Choice plan, it's possible the line that is using the data is the dumbphone line. It could be provisioned incorrectly or be on the mobile web accidentally. Under the old America's Choice plan on a dumbphone, data was charged against your minutes in the peak 6AM to 9PM Monday through Friday and was unlimited from 6:01 PM to 5:59 AM Monday through Friday and unlimited on weekends. Look over your bill and see if it is the dumbphone line that is causing the problem, and if so, then that's it.

    Bottom line - update to Nationwide plans.
    I speak this from a former CS rep side of things, not just guesses.
  17. Vulcan1600
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    Vulcan1600 DF Super Moderator Staff Member Premium Member

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    Not a way to ever get anywhere with VZW or anyone else whether an insurance company, phone company, cable or satellite company. You treat people in a CS capacity the way you'd want to be treated back, and you get further with them that way.
  18. onmyway
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    onmyway Member

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    see.....those are what you call answers....the who, what, when, where, how's, and why's.....gold stars....
  19. studiopeg
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    studiopeg New Member

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    OK back from the Verizon store. They are just as confused as the rep last night, so I am really glad I was very patient last night and did not get upset at the rep who kept saying "I don't know."

    They looked at my minutes and indeed they see there are data minutes being charged to my 500 minute Family Plan (which yes, is an older plan but it is the one I am on).

    The store rep (the same rep who sold me the Droid in the first place and set me up) said that *if* the 500 minute Family Share plan that I am on was not compatible with the Droid X then it would have flagged in the computer and would not have allowed him to upgrade the phone. Bit it did not flag and it allowed him to upgrade it.

    They are also confused as to why my total minutes add up to 220 (even with the data minutes) but Verizon says I have used over 600.

    So the answer I was given is: wait until the bill is generated next week. If indeed they charge me for all those minutes, I have to call them and say they have not properly applied my $29.99 data plan to this account and have them correct it.

    As usual with Verizon, the deal is to initially overcharge the customer, then the onus is on the customer to get it straightened out.

    Last month we switched to Verizon for the landline and the same thing happened. We were overcharged by $80, and they said they would give us a future credit for that overcharge.

    I feel so helpless, having to put up with this. After I post this, I am going into my wireless account and opting out of auto-pay. So when the bill comes in, I'll only pay what I think the bill should be, instead of shelling out overcharges.

    This is so frickin annoying.
  20. gadgetrants
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    gadgetrants Well-Known Member

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    Wow Peg I'm impressed by your patience and persistence. Sounds like your mystery is slowly working itself out...slowly being the operative word.

    I agree it's a PITA, but I'd encourage you to look at the overbilling (and later fixing) this way: the process often works both ways...on at least 2 or 3 occasions, I've had Verizon phone reps bend over backwards to fix something for me (e.g., getting a rebate on a network extender, adding a new line). What I mean is that sometimes crap happens, but I've also spoken to reps who've basically said "what do we need to do to make this right?" They were informed, helpful, awesome. On each occasion I asked to speak to their supervisors, and told them how well I was treated.

    On the other hand, I usually expect the front-line rep to be (a) tired, (b) relatively uninformed, (c) cranky, etc. Like others have said, you can hang up and call again, ask for a supervisor, etc., dial-a-rep until you get a good one. But once you do they often solve the problem and then some. (No, I have no affiliation with VW)

    OK, end of plug for Verizon phone reps. Of course, in-store (including corporate) is a WHOLE OTHER experience!

    -Matt
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