David Pogue of the New York Times is reporting that Verizon has implemented a company policy of punishing employees who recommend certain service blocks to customers who are looking to avoid accidental fees. According to a Verizon customer service representative, offering a mobile web access block or an SMS block without the customer asking for it can lead to termination.
Customer service representatives have also been told to avoid issuing credits for accidental charges. “We are to upsell customers on the $9.99 25MB/month or $29.99 unlimited packages for customers. Customers are not to be credited for charges unless they ask for the credit.”