Do I have to take legal action? What other options do I have? We have been reliable Verizon customers for many, many years, with numerous lines, but I'm at my limits. I can't keep wasting time and money on Verizon's incompetence.
After MANY hours on hold, texting, phone calls, repeating myself, I don't know what else to do. I signed up for one month each of international plan for two lines while my husband and I were abroad. The actual month we were abroad, only one line was charged for the international line. Plus I was charged over $75 for international calls on that line -- should have been included in the plan. The next month, both lines were charged for the international plan. Plus another $78+ in international call charges. Then, it turns out they never discontinued the plan, though I signed up for one month each. As of 1/1/22, Verizon overcharged me by $652.38 plus taxes and fees. I tried to contact Verizon, but the wait times were over an hour, so I scheduled a phone appointment for the following day. When they called, I was immediately disconnected. So I tried for texting a live agent, which ended up taking almost 3 hours including wait times, placating by the agent, an offer of $100 (later $130) of credit--- absolutely ridiculous. I kept asking and then demanding to speak with a supervisor/have the call escalated -- but more and more sweet placating. Finally, a supervisor came on the line and gave me a new number to call- for international/global plans. More wait time. When I finally got to speak with this new person, she seemed to understand right away and figured out the total that was owed me as of our phone call (another month x 2 is now being charged). She said she wrote everything up and I would be credited within 3-5 business days. She also scheduled me for a follow-up call 1/6/22, since my experience is that Verizon does not follow through on what its "sweet" agents promise, and then it's next to impossible to reach someone again. Which did happen again. I never got the call, which I had blocked out time for. I waited for the call for an hour. So I tried contacting Verizon again and was put through the whole waiting and gathering information process again. I kept telling the agent that this process was already complete, and finally I refused to go over it again. This would have been another waste of my time, and I was unwilling to cancel more client appointments than I already had. This experience had already taken more than two hours.
So now I don't know what to do. Cry or scream? I know I can file a case with the BBB. I can post negative online reviews. I can take legal action.. I can go to another wireless company, but that would involve sacrificing the money I owe for the current 2 year plan. All I want is for Verizon to return the money they took from my bank account in error.
How has anyone managed to get Verizon to take responsibility for their incompetence?
