I would like to express my appreciation to UCAN and specifically to Sue Macomber, Phil and the other legal and administrative staff that helped me solve my problem about roaming overcharges by Verizon Wireless. I had been in discussions with Verizon Wireless customer service since April 2, 2009 regarding approximately $2,500.00 of charges for roaming related to a $20.00 a month program Verizon sold to me for global data. I communicated with Verizon customer service for the next 56 days trying to resolve the problem with no success. Verizon personnel that allegedly tried to help solve the problem would often just stop communicating and I had to start over again with new personnel and convince them that the charges were not fair and then have that individual disappear. Finally, Verizon took the stance that the charges were valid, due and payable otherwise I would loose service and my credit would be effected. Of course, during this period I was receiving dunning notices and warning emails as well as frequent telephone calls. I contacted the CPUC and was warned that I probably signed some document that allowed Verizon to charge me these fees, they would check with Verizon but were not hopeful the CPUC could help; you know a contract is a contract.

I contacted UCAN in late May with no other recourse except small claims court. UCAN listened to my story, examined the documents I accumulated to support my position and believed that it was unreasonable for me to be charged the $2500.00 in roaming charges. They took up my complaint against Verizon and they had their legal staff contact Verizon with my documents. Within two weeks after I contacted UCAN, Verizon issued a credit to my account reversing the roaming charges.

This story is not meant to be a condemnation of Verizon. I believed from the start that if I could explain the situation to the right individuals at Verizon they would understand just as in the end they did issue the credit. The problem was that at the Verizon staff level I was communicating with I could not get to the right decision level. The customer service staff would not easily give contact information or identify themselves. I am grateful that UCAN has the right connections and the willingness to help an individual like myself. For that I am a fan and supporter of UCAN forever and I hope someone else can use my experience to solve their utility related problems.

Good work! I worked for a major wireless carrier and we have credited bills in the past for much more than that.