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:
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:
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,
- Original Full Length Recording
- 12-07-2006 - Initial Post
- 12-08-2006 - First Email From Verizon - 50% Refund
- 12-08-2006 - My Response to Verizon
- 12-10-2006 - Response from Verizon - Full Refund - No Explicit Admission of Fault
- 12-10-2006 - Second Known Instance of the Problem
- 12-11-2006 - Verizon Admits Fault - But have not taken care of other cases
- 12-11-2006 - Open Letter to Verizon Management
- 12-13-2006 - Will Verizon Live up to its Worry Free Guarantee
- 12-14-2006 - Verizon is still Quoting .002 cents