In October 2017, I received a call from a Verizon center in Texas, asking me if I had purchased a "gizmo" device or had authorized anyone to purchase a device. I explained that I had not.
I was subsequently billed for hundreds of dollars for this device and some related accessories. It remains unclear how this could happen without someone having my account pin or other account details.
I have called Verizon multiple times over the intervening period, speaking to various polite but powerless people in customer service, fraud, and telesales. Each time I call it is a crapshoot. To date they have: Told me to pay the normal amount for my bill and ignore the invoices, shut off my wife and son's phone, cancelled my credit for phones traded in, disconnected my calls, and failed to call me back after promising to do so.
Customer service says I have to talk to fraud. Fraud says I have to talk to telesales. Telesales says I have to talk to customer service. All of the representatives are unfailingly polite, but all are unhelpful in that they cannot seem to correct the problem that they created. I have never missed a payment and I have never made a late payment. This is some AT&T level customer service. I have spent hours and hours and hours on hold or talking to someone that cannot or will not help me.
The bills keep coming, uncorrected. I receive texts telling me my account is past due. The problem is that my account isn't overdue: Verizon is in error.
Any advice on how to correct this problem that doesn't involve me spending the rest of my life on hold waiting to talk to someone who cannot help me?
