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Verizon did an unauthorized chargeback to my account

On May 27th I noticed that my bill was very high, when I called to figure out why every person I talked to was extremely rude and no help all they kept saying was I was 120 days over due and I needed to pay the 548.22. Over due? I pay my bill on time every month. When my husband and I spoke to a manager she was extremely rude and did not want to turn our phones back on so my husband could call his bank to find out what was going on (his bank is an online bank no store front). She said the only way we could have our phones turned back on was if we did a promise to pay. (and of course they charged us for the reconnection fee). Pay what? Money we already paid to Verizon that they lost? And now I am only allowed to pay in the store not online because according to this manager and everyone who works there says it is a punishment for not paying your bill, um excuse me? you're punishing me for something Verizon messed up up that is not my fault. When my husband talked to his bank they had no idea what he was talking about they even sent him a letter verifying there was no claim filed with them, Verizon has not given us an email so we can forward that to them. So if there was a charge back where did Verizon send the money? Clearly not to my husbands bank account. So Verizon is saying I owe them 548.22 for February's bill? They want me to pay a bill I already paid 3 months prior?! Also I have NOT heard anything back from ANYONE including the fraud or chargeback team about what happened. I called May 29th it is now June 11th so clearly they expect me to pay for their mess up, I do not think so. We paid that bill, the money never went back to his card so I am extremely dissatisfied with Verizon, their employees and the way the company is being run by these people. Their mission statement is "We deliver the promise of the digital world to our customers. We make their innovation lifestyles possible. We do it all through the most reliable network and the latest technology" . Well that does not sound very true to me and no one is holding up to their mission statement.

Comments

Doggo

Payments are automatically processed, there is no "misplaced" payment. The only way that can occur is by mailing a physical check which no one should be doing with how inefficient the USPS operates.

One thing Verizon is good at these days is sending notifications when anything happens to your account. So much so that ot borderlines annoying. Payment confirmations are one of the most common things sent. If you didn't receive one, it is on you to sort things out with the bank before services get disrupted.

Lack of funds is understandable with today's climate, but if you had the funds, there is no excuse.

Verizon_Support

LECE32, thank you so much for reaching out to us today. I understand your concerns. We expect you to have a great experience when you call into our support group. I want to have the chance to make sure that we turn things around, ASAP. I've sent you a Private Note so we can gather more specific details about your situation. Please respond to that message. KevinR_VZW

LECE32

Tigerstep,

The bill was processed and there was a charge to my husbands debt card and that was the bill for February, and the bills following were just fine, I was notified May 27th that it was charged back. Which confused my husband because he said I need my phone why would anyone do a charge back on their own phone plan that's stupid.

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