Will anyone at Verizon listen?

PayingCustomer1

Called Verizon a few weeks ago to inquire why I was getting two charges to my credit card for a phone and Internet bundle that I had. I was told that they would look into it and call me back in a few days. Never got a phone call.

Fast forward to this evening, I called Verizon to find out why this month I was charged almost three times what I should've paid. I spoke to the first CSR and she ended up hanging up on me.

I called back after being hold for over 20 minutes and spoke to a the 2nd CSR who was nice compared to the 1st CSR I spoke to. After about 10 minutes, he said he couldn't help me so I was transferred to the "Elite" team, he said they would be able to help me.

After another 20 minutes of hold music, I get the "elite" CSR. After explaining to her the entire situation she says there are two charges because I have phone and Internet service. I said I understand that I have phone and internet but I have it bundled. She said it's not bundled that's why I have two charges. I said to her that's my problem. She said Verizon no longer has that bundle and Verizon didn't have this bundle and that I must be confused. I said I know what I agreed to when I had the bundle setup. She asked me when did I have this bundle set up. I said I don't know a year...maybe two years ago? She said well things change and continued to implied that there was never such a bundle for the phone and Internet. I told her that if the bundle never existed then why was i only charge once a month for the bundle price until a few months ago. she said i have always been charge separately for phone and internet. I told her had all my credit cards statement in front me and in black and white was only charged once a month at my Bundle price. She said I was wrong. After awhile I just lost it and threw out a couple of F bombs, which I admit was not the right thing to do on my part. We continued to argue for while then I realized I was getting nowhere with her so I asked if there was someone I can file a complaint with. She said yes, you can file the complaint with me. I just laughed and asked for her manager/supervisor. She would not pass me to her manager until I asked for the 4th time for the manager.

She then put me on hold for another 15-20minutes then I was able to speak the "manager" (I have my suspicion that it wasn't a manager) and I ended up getting the same thing from this manager. I went through all charges on my credit card to show him that there was a bundle that I was paying for until recently. He said I never had a bundle and I was always charged for the phone and Internet separately. I told him I only had one charge on my credit each month from Verizon until recently. He said I must have paid the the separate phone charge online. I said nope, I would definitely remember logging on each month paying for a bill. He than said maybe it's been charging to a different credit card. I asked him how is that possible when Verizon on has one of my cards on file? I asked him to tell me what cards are being charged and he said he didn't have that information.

So round and round we went and I finally told him I felt like I was talking to a wall.

2.5 hr into this ordeal I told him I've had it with Verizon's "customer service" and I'm thinking about changing my service provider. He didn't seem to care so I will be making some phone calls to Verizon's competitors tomorrow. I asked him where can I file a complaint and he said to go on Verizon's website. So here I am.

Iamthebeast

I agree, I spent at least 6 hours trying to get verizon wireless to correct my name they have wrong though I gave the Walmart clerk who assited to sale me the aka Walmart Family Mobile T.Moble account and set it up. It is sure they accept my bank payments in the name I claim but they told me at the 611 and FamilyMoble they would not accept my name unless I return to the store and show them California identity which is what I did from the start. Then the service of land line I have, they have not corrected my name to proper legal name from over a year and at least 4 times I have called and complained and been assured it was now corrected, It is insane they can be in business with this absolute FAIL.

I