2006-12-07 Thursday George's initial post:
Here's the background:
I have a Verizon unlimited data plan in the U.S. and recently crossed the border to Canada. Prior to crossing the border I called customer service to find out what rates I'd be paying for voice and data. The data rate I was quoted was ".002 cents per kilobyte."
I was surprised at the rate so I confirmed it with the representative I spoke to, and she confirmed it "point zero zero two cents per kilobyte." I asked her to note that in my account.
I received my bill and was charged $.002/KB - which is dollars - "point zero zero 2 dollars per kilobyte". As it is translated to cents would be .2 cents or 2 tenths of a cent - which is a 100 times greater rate than I was quoted.
My bill for my data usage in Canada was therefore much greater than I had expected - using the quote I was provided before my usage.
I have tried to resolve this issue with customer service reps on the phone, but noone seems to see the difference between ".002 cents" and ".002 dollars".
Here is the audio of my most recent call with them on the matter. I started recording when they put on the supoervisor - I was a bit ticked at that point.
Who knew what confusion "$1 = 100 cents" could cause?
I'm still currently on the hook for the $71 and change. Hopefully someone at Verizon will figure this out and make ammends.
2006-12-08 Friday An email George received from Verizon insists that he was quoted correctly but offers to cut the bill in half.:
Dear George Vaccaro,
Hi George. My name is Nikki and I understand your frustration regarding the data charges on your bill. I am happy to assist you today.
I sincerely apologize for the inconvenience and confusion this has caused. Per the remarks in the account, I have found that the customer service representative provided the correct pricing information. However; due to the miscommunication, I am willing to credit half of the data charges which would be $-36.00. Please reply to this email if you would like to accept this offer.
It has been a pleasure assisting you today, and we appreciate your business. Should you have additional questions or concerns, please reply to this e-mail.
Sincerely,
Nikki
Verizon Wireless
Customer Service"We never stop working for you!"
2006-12-08 Friday George's response to Verizon.
Nikki,
As I described in my original message to you, when I called before entering Canada I spoke to a rep who quoted me a rate of ".002 cents per KB." I thought that seemed like a great rate and confirmed it with her - she confirmed. I even went so far as to have her note it in the account.
Then, knowing that rate, I used your service in Canada accordingly. I now understand that the rate is actually ".002 dollars per KB" despite the fact that all your reps still claim its ".002 cents per KB." Also, had your company a policy of quoting rates per megabyte, which would result in a much more easily interpretable rate $2.05/MB this whole situation could have been avoided.
The main problem I've had in explaining this to your customer service reps is the difference between .002 dollars and .002 cents. To demonstrate that to you I have provided a link to google that will help you see what my bill should be using the rate that was quoted to me:
http://www.google.com/search?hl=en&lr=&q=.002+cents%2Fkb+times+35893kb&btnG=Search
As you can see, the charge for my usage at .002 cents/KB is $.71786 - or $.72 rounding up to the nearest cent - 72 cents. That is what I was quoted and that is what I am therefore willing to pay.
If you have any problems understanding this, please leverage someone from your accounting department to help you understand it, as I'm sure they know the difference between dollars and cents.
Finally, if you'd rather not acknowledge this mistake, I'd like to at least offer you some advice. All 5 of your customer service reps quoted me the same rate ".002 cents per KB." You can find an audio recording of 2 of those 5 quoting this rate repeatedly to me when I called yesterday, on my blog here:
http://verizonmath.blogspot.com/2006/12/verizon-doesnt-know-dollars-from-cents.html
You can also see there that most people understand the difference between dollars and cents, and you therefore might want to offer your reps some training on the issue.
Thanks very much,
George Vaccaro
2006-12-08 Friday Consumerist posts George's phone call to YouTube.com.
2006-12-09 Saturday George's blog and the youtube are posted to Slashdot making third in the Daiy Headline summary.
2006-12-10 Sunday Verizon emails George again giving a full refund, but not admitting they did anything wrong.
Dear George Vaccaro,
Thank you for your reply. Again, I apologize for the miscommunications regarding this issue and for your frustration and inconvenience as a result.
In review of your account a previous representative has credited for the data charges in question for $71.79. You may take this amount off of your current amount due. In the future please keep in mind that it is .002 dollars per KB while in Canada.
It has been a pleasure assisting you today, and we appreciate your business. Have a wonderful week!
Sincerely,
Michelle
Verizon Wireless
Customer Service"We never stop working for you!"
2006-12-10 Sunday George discovers he is not alone. This was posted to htguide.com by Peter on 12-9:
i have been using my palm 650 for the internet for a week
used 3000kbs and was shocked to see my bill, considering i was quoted .015 cents/kbturns out its $.015/ kb.... 100 times more than i was told by verizon
i called to complain and it got rediculouse from there
ill let my letter to customer service explain
i realy realy wish i would of tape recorded the conversation... if anyone knows how to record one digitaly i may be willing to do it again as it seems they have an endless supply of mathmaticaly challenged employeesLast week I called to inquire about the data rate per kb for internet usage. I was quoted ".015 cents per kilobyte". Upon paying my bill I noticed that the rate was much higher- in fact $.015/kb. I called back to complain but was shocked to here "the rate is .015cents per kilobyte" and "... .015 cents is $.015". At this point I was dumbfounded by her ignorance and hung up. Calling back I was shocked to experience this scenario a third time so promptly asked for a manager. He reiterated that ".015 cents per kilobyte is equivalent to .015 dollars per killobyte". I then spent 30 minutes trying to explain to him how these were two very different values to no avail.
While these 4 employees gross deficiency in elementary mathematics is appalling, the fact that Verizon employees these people who are so inept as to misstate a rate by a factor of 100 is disgusting and probably legally unwise. You at this point have one customer that is very angry and frustrated due to this misrepresentation that resulted in a bill literally 100 times larger than expected. I would suggest that all phone representatives be corrected on their erroneous math as the third representative put me on hold and stated "all the people here say .015 cents is 1.5cents" before retrieving a manager; hence the problem runs beyond the four I spoke with. Initially, I wanted a refund but after experiencing this abyss of ignorance I feel my fees will be better served towards teaching remedial math towards these employees and will be satisfied with an apology.
2006-12-11 Monday Beau Henry (me) gets around to reading his slashdot daily summary and suffers minor injuries when his jaw repeatedly hits the floor. He immediately "purchases" VerizonMath.com and begins putting together this site.
2006-12-11 Monday George receives another email from Verizon:
Dear Mr. Vaccaro,
The Executive Relations Team responds to consumer issues that are brought to our executives' attention. I am in receipt of your email via PlanetFeedback.com regarding your data charges while roaming in Canada . Thank you for letting us know that we inadvertently incorrectly quoted a rate to you. We have issued a credit to your account of $71.79. In order to prevent any future inaccuracies, we are supplementing the reference material used by our representatives to better highlight that the Canadian roaming rate is .002 dollars-per-kilobyte, which is equal to .2 cents per kilobyte. We apologize for any inconvenience this may have caused you.
Sincerely,
Ana Diaz
Verizon Wireless
West Area Supervisor, Executive Relations
2006-12-11 Monday George posts emails that Peter had sent to Verizon about his similar situation:
2006-11-30 Peter to Verizon:
Last week I called to inquire about the data rate per kb for internet usage. I was quoted ".015 cents per kilobyte". Upon paying my bill I noticed that the rate was much higher- in fact $.015/kb. I called back to complain but was shocked to here "the rate is .015cents per kilobyte" and "... .015 cents is $.015".
At this point I was dumbfounded by her ignorance and hung up. Calling back I was shocked to experience this scenario a third time so promptly asked for a manager. He reiterated that ".015 cents per kilobyte is equivalent to .015 dollars per kilobyte". I then spent 30 minutes trying to explain to him how these were two very different values to no avail.
While these 4 employees gross deficiency in elementary mathematics is appalling, the fact that Verizon employees these people who are so inept as to misstate a rate by a factor of 100 is disgusting and probably legally unwise. You at this point have one customer that is very angry and frustrated due to this misrepresentation that resulted in a bill literally 100 times larger than expected.
I would suggest that all phone representatives be corrected on their erroneous math as the third representative put me on hold and stated "all the people here say .015 cents is 1.5cents" before retrieving a manager; hence the problem runs beyond the four I spoke with. Initially, I wanted a refund but after experiencing this abyss of ignorance I feel my fees will be better served towards teaching remedial math towards these employees and will be satisfied with an apology.
2006-12-09 Peter to Verizon:
since you have not acknowledged my previous complaint of being charged 100 times more than quoted numerous times over the phone for data usage and everyone is speak with is too incompetent to realize the issue I have reported you to the FCC. I will continue pursuing this in each and every avenue at my disposal until you appease me.
2006-12-10 Verizon to Peter:
Dear Peter,
Thank you for contacting Verizon Wireless through our website. I am sorry for the delay in responding to your inquiry. This delay was a result of technical difficulties, which have since been resolved.
My name is Eva, and I am eager to address your concerns for the kilobyte charges.
On behalf of Verizon Wireless, please allow me to apologize for the frustration this matter has caused you. Verizon Wireless has a strong customer commitment to delivering the best from our service and staff. I am disappointed that you feel the service you received did not reflect this commitment.
Upon further review of your account, I found that even though our explanation may have been confusing, you were provided correct information regarding the charge for kilobyte usage. We bill the usage at $0.015 per kilobyte. This means $0.015 of a dollar, not $0.015 of a cent.
The verbal information given at the store was also correct. Your original e-mail indicated you were told "$0.015 cents per kilobyte." If it was the charge you understood it to be, it would be verbally given as 0.015ths of a cent. The charges were presented and billed correctly and I am sorry, no a credits are due at this time.
...
You are a valued customer and we hope we can restore your confidence in Verizon Wireless. Thank you for using Verizon Wireless products and services.
Sincerely,
Eva
Verizon Wireless
Customer Service"We never stop working for you!"
2006-12-11 Monday Consumerist posts Peters conversation with Verizon on YouTube.com.
2006-12-14 Thursday Procat posts a phone call to Verizon on YouTube which shows them to still be saying cents meaning dollars.
2007-May YouTube removed the "Video" of the phone call (it was just audio which Consumerist posted) claiming terms of use. Who knows what that was. George Vaccaro had no problem with it being posted and he was the customer on the phone. This is also when Verizon claims handing your call records over to the govt. is their right of free speech.
2007-11-21 Wednesday Beau (me) gets wind (thanks, Bruce!) of the informal study posted as a YouTube video by EyelessWriter titled: "How Bad Can a Cell Phone Company Get?"
When was this study done? Does anyone know? beau@beauhenry.com