Verizon and MARS
I’ve had billing issues with Verizon for about a year, since I started using their “North America’s Choice” plan in Canada. The calls on my bill have the right starting time and duration, but the wrong number. So for example, a call to my fiancee Lauren will show up as if I had called voicemail (000-000-0086). Because of my billing plan, this affects how much I am charged.
I have called about once a month to get bill credits (which I usually have received) and also complain that the root problem has not been solved. Sometimes I have to convince the customer support rep that I don’t actually make 1-hour long calls to voicemail — which is warranted by the fact that some people don’t know how to use a phone, but also because, apparently, using the “To call this user back, dial XX” feature in Verizon voicemail shows up on your record as if you’re still talking to voicemail.
Anyway, it is usually a struggle to explain my problem, but today I learned something: there is an internal “MARS System” at Verizon where they have a separate log of all the calls. In my case, the MARS records for my phone do not match my bill statement. As usual the customer service rep today seemed pretty chipper about fixing the problem, and he stated that he had never seen anything like this before. I hope he is the last customer service rep to see it!
There’s another Verizon-troubles blog post that mentions MARS in the title (but nowhere else) and in fact there is a whole blog related to Verizon having crappy service. I especially like the following comment:
I work for Verizon and basically we have an internal saying: “If it makes sense, it’s not Verizon…if it doesn’t make sense, it’s Verizon..”
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