Oh, Those Verizon Guys! Lowell McAdam is a Bad Executive, Part III

Why can't Lowell McAdam go away and just leave the service in its place? He leads an organization that sends customers into despair:

I came across your blog because I was thinking of adding a "Verizon Sucks" thread to my own blog -- http://strangewomenlyinginponds.typepad.com -- and ran a google search on the topic. I recently had a very malevolent experience with Verizon which, to my knowledge, is still ongoing. In February, 2002, I signed on for a one-year contract in exchange for the reduced price on a new Motorola phone. In June, 2003, I upgraded my calling plan. I don't recall anyone saying anything to me at that time about agreeing to another one-year contract, nor would I have agreed had I been asked. In May, 2004, the phone I bought in 2002 was ruined in a boating "incident." I called Verizon, and was told that I was eligible for an upgrade. I went to the local Verizon store, and found that I was not going to be cut any deal based on my time as a devoted customer, and would have to pay the same entry level price for a new phone as any new customer would. In early June, 2004, I decided to switch my service to AT&T, which offered better options for international service, and a great deal on phones for me and my wife. In July, I received a bill from Verizon that included a $175 early termination charge. I called and told them that there must be some mistake, because my one-year contract expired in February, 2003. They insisted that I fax them a copy of the contract, which I did. I subsequently got a series of rude calls demanding payment of the $175 early termination fee. When I protested that I had sent in a copy of my contract, I was informed for the first time that I had agreed to a one-year contract in mid-June, 2004, when I upgraded my calling plan. When I demanded that Verizon produce evidence of this agreement, I was told that the agreement was oral, and that they had sent a confirmation package to me in the mail. When I demanded proof of the confirmation package, I was told that it was not available but that I was liable for the one-year oral agreement. I then started to receive a series of threatening letters, informing me that if I didn't pay the matter would be referred to a collection agency, and that my credit rating might be affected. When I called to protest, I was treated very rudely. I finally got fed up and sent a letter demanding that they cease and desist, or else face a lawsuit for extortion, slander of credit, and/or deceptive and unfair trade practices under Florida law. I got one more note from them after that, acknowledging receipt of my "written correspondence" and asking that I call to discuss. I have thus far refused to call them back and am still contemplating a lawsuit against them. If they slime my credit, I will go after them with all dispatch. I think that they have engaged in an unfair and deceptive trade practice. Apparently, someone in their legal department has advised them to take advantage of a loophole in the statute of frauds that makes oral contracts for services of up to one year enforceable. However, they have failed to explain how they are able to refer such a matter for collection without first proving the contract's existence in a court of law, but less sophisticated consumers might relent to the pressure and pay Verizon money that is not owed. Verizon has, in short, earned my undying enmity. Sincerely, Brant C. Hadaway, Esq. Miam, FL

That sad part is the coverage and the phone plans are so nice, it's tough to leave them. But their customer-facing practices are S-L-I-M-Y.