多年以來, 我使用Verizon"自動付款"服務達成準時付款. 直到某天我換銀行, 登錄Verizon更新資料重新設定. 我沒發現Verizon只能使用"Check in"帳號付款(不像亞馬遜網頁, 一旦付款不成功會馬上送出"登入資料有誤"等警訊, 於是無法用相同資料再度付款), 於是付款不成功. 當我再次登錄Verizon網頁時, 有個訊息說: "當重新設定自動付款時, 客戶可能需要多付款一次, 以避免更新資料時少付一次". 我當時沒想太多, 直接用以存入的新資料再付款一次. 就這樣, Verizon鎖住我網路付款的功能, 顯示以下訊息:
"...You are not currently eligible to make payments online via My Verizon.
Please make a payment in cash via the following methods:
Nearest Verizon Wireless Store
You can also mail a money order or certified check to the following P.O. Box..."
"...你目前無法於My Verizon使用網路付款. 請使用以下方法付現:
最近的Verizon Wireless店家
你也能用郵局現金支票, 寄到以下P.O. Box..."
I went to a store to make the payment in full, but the lock stayed on. After calling the customer service, they told me the lock will stay on for half a year. As a pregnant lady whose mobility has increasingly gotten worse, I called Verizon every month and requested for a lift of the ban 4 months in a row. I never received any response, and the lock is still on. When I called again today, the person on the phone said, "It's OK. You can just call and make payments until Jan". That means I can't even send any request anymore. I have a few questions for Verizon:
我到實體店家繳完全部款項, 但我的網路付款功能仍然被鎖住. 打電話給客服之後, 他們告訴我Verizon會繼續鎖住該功能半年. 對於行動能力日益退化的孕婦而言實在有點殘忍, 我這幾個月來定時打電話給Verizon, 送出"解鎖"要求. 我從來沒收到Verizon任何回應, 直到今天我又再度打了電話之後, 客服說: "沒關係啦! 你只要繼續打電話來繳費, 到一月就好了!" 也就是說, 我現在連送出"解鎖請求"的權利也沒有了. 在這裡忍不住想問Verizon:
1. After paying the over charged late fee(1/6 of my regular payment) as a punishment, is it necessary to make a loyal customer suffer for another half a year? What if this person is not in the US? (There was no alternative shown in the web message)
2. How pregnant are you to tell me "it's OK"?
1. 由於付款不成功, 我已經被比率過重的"遲交費"懲罰到了(遲交費是原本費用的六分之一), 你覺得讓過去忠實客戶繼續受苦受難半年是有必要的嗎? 如果我正好在國外呢? (Verizon網頁並沒有提供其他付款可能)
2. 你懷孕多久了? 你怎麼知道"沒關係啦"?
Honestly, if Verizon had let me use Autopay without having to deal with Verizon customer service monthly, I would have not bothered at all for my unborn daughter's sake! However, the more I spoke with their representatives, the more I felt that they do things because they can without caring for their customers at all. So far, Verizon looks like a bully we've created with the monopoly. If Verizon finally decides to treat my case with more humanity, I'll make updates on this article. At this moment, I encourage all of you, if you have a chance to choose other carrier, stay away from Verizon, because you will never want to deal with their customer service!
老實說, 要是Verizon早點讓我回復網路自動付款功能, 讓我能避免每個月跟客服交涉, 我也不想在懷孕時寫讓我難以平靜的文章. 然而, 每跟客服交涉一次, 就讓我更深覺得Verizon仗著自己沒對手就可以為所欲為而輕視客戶. 目前看來, Verizon像是我們在極端資本主義壟斷後培養出來的霸凌企業. 當Verizon有人性對待我的個案時, 我會在此附上更新. 現在, 我敬告大家, 有機會選別家就選別家避免助紂為虐, 因為Verizon客服是你絕對不想接觸的燙手山芋!
It looks like I'll have more materials for a new song!
看來我又有料能寫新歌了!
If reading angry comments about Verizon interests you, please check on twitter #VerizonSucks
想更了解被Verizon惹毛的無數客戶評論, 可參考推特 #VerizonSucks
TBC: French, German, and Italian version
待續: 法, 德, 與義文版本
*Update
After filing a claim on BBB, I received a very polite apologetic email from Verizon Executive Relations Office. After receiving their phone call on Oct 25 to confirm my request to lift the ban again, the ban on my Autopay is confirmed lifted on the same night.
*更新
在BBB正式提案抱怨之後, 迅速收到Verizon公關負責人寄來的道歉email. 於十月二十五日(今天)再度由公關負責人提出解鎖請求後, 同天晚上收到Verizon的確認email自動付款的封鎖.
