Verizon Wireless has announced that they will be refunding 15 million customers who were wrongly charged for data use. Current customers will receive the refunds on their next bills and former customers will receive refund checks in the mail. Most customers will receive amounts between $2 and $6.
Verizon Wireless began their press release about the issue with “Verizon Wireless values our customer relationships and we always want to do the right thing for our customers.” Of course Verizon wants people to interpret their action as a decision to “do the right thing,” but is it the truth? According to a New York Times article, the FCC has been receiving complaints from Verizon Wireless customers about the overcharging since 2007. Three years later, Verizon is finally paying up as part of a settlement.
Every company wants to appear ethical and make their customers feel valued, but actions speak louder than words. I have a feeling the customers who have been waiting on refunds since 2007 would not agree that Verizon valued their relationship and wanted to do the right thing for them.
Do you think the statement Verizon made in their press release helped to promote an image of integrity or did the opposite?