About four years ago, Bryan St. Germain, then 22-year old son of Bob St. Germain, used his Verizon cell phone to connect to the Web. What Bryan didn't know at the time was that the two-year promotional plan his father signed up for -- a plan which allowed for free downloads -- had passed, and he was now being charged per kilobyte.
The result? Little St. Germain racked up a $12,000 phone bill on his father's account, and then another $6,000 to be added to next month's bill. Apparently Bryan had been tethering his cell phone to his laptop because it was quicker than his father's dial-up service, but certainly not less expensive. Now four years later, Bob's debt incurred by his son sits in collections and the dispute between him and Verizon rages on.
"If there's extreme activity on your account, they should let you know," Bob said. "Nobody should get surprised like I did."
Sounds reasonable, but is Verizon really at fault? The wireless telco begs to differ, pointing out that it goes to "great lengths to educate" customers about their products and services so situations like this don't end up happening. But it did happen, and the question is, should Bob be forced to pay off his debt, which Verizon offered to cut in half?
"The wireless industry is extraordinarily competitive and customers have choices," Verizon wrote in a letter to the Boston Globe. "We work to win, and keep, customers every day--and we understand our customers don't like surprises. Neither do we--it's bad business. Which is why we clearly explain service plan details in brochures, during the purchase process, in our customer agreements and again through confirmation letters. We provide access to tons of account information through the MyVerizon Web page, and by dialing #BAL (balance information), #DATA (data usage), and #MIN (available minutes)."
Verizon went on to explain that customers have "numerous tools through the Internet" at their disposal to manage their family's cell phone usage, such as setting voice and messaging allowances and receiving free text alerts when a family member near or reaches their limits, among other things.
Should Bob be forced to pay the four-year-old bill, or should Verizon drop the charges? Hit the jump and sound off!