I transferred five phones from another provider back in June of 2022. I've never worked with a corporation as fundamentally incompetent as Verizon. The individual support employees have tried to help me, but they seem to be stymied by Verizon's ridiculous corporate structure.
When my order of phones failed to ship. I called Verizon and I was told that the order had been cancelled. The Verizon rep encouraged me to place another order for five phones with her. A few weeks later I received all ten phones!
I checked with Verizon to see which phones to return and sent then five extras back as soon as possible. Unfortunately the double order confused Verizon and activating the phones, applying my trade-ins, and getting the promised gift cards became a nightmare. It took numerous calls (including taking a day off work just to stay on the phone with Verizon) to get most of it straightened out.
After three months of regular calls, I was down to two issues:
1 Verizon sent me a paper bill on an un-activated account for the full price of one of the returned phoned: $871.99
2. On my activated account (paperless), they failed to apply one trade-in and keep charging me a monthly fee for the phone.
I called Verizon in September and they promised to refund the un-activated $300 at a time every two weeks until the $871.99 is gone. When I got another paper bill in October for the $571.99 remainder. I called them and the supervisor said that she would handle it and personally guaranteed me that I wouldn't get another paper bill. This month (November) I got both a bill from Verizon for $571.99 followed by a letter from a collections agency.
For the activated account, they continue to bill me for a phone after I've been told by Verizon numerous times that they've corrected my account by applying my trade-in. Every month they promise that "in 30 days" I'll see the bill corrected and they'll credit back the over payments, but it never happens.
Does anyone have advice on how to reach a supervisor at Verizon who can actually fix their messes? Has arbitration worked for anyone? Do I need to give in and over pay Verizon to end the harassment?
