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The Great $75 Disappearing Act of 2010

Below is the full (and definitely not the first) conversation I've had with three different Verizon people. The gist of it is I started my internet service at the beginning of July, and promptly was debited $75 dollars, a charge which Verizon claims is completely non-existant.

I was later billed for the proper amount (on top of the $75) of 63.14, which is the pro-rated month of June, in addition to July and the one time set up fee. Verizon isn't exactly offering to refund the money, and my bank is "not liable" (thanks for the great customer service Chase!).

Chat Subject: High Speed Internet Billing Question

Your Question: I have a $75 dollar charge from early June that doesn't appear to link to anything - thanks!

A Verizon eCenter Representative will be with you shortly. Thank you. (13:39:32)

13:58:59 We apologize for the delay.You are next in the line. A representative will be with you shortly.

Agent Sean has joined. (13:40:22)

Sean : Chat ID for this session is 08091052588. (13:40:22)

Sean(13:40:27): Hello. Thank you for visiting our chat service. I will be happy to help you today.

Sean(13:40:36): I am sorry for any trouble. Let me take a look.

My Name(13:40:36): hello

My Name(13:40:42): ok sounds good!

My Name(13:40:49): it's actually for a data dry loop line

My Name(13:41:03): I wasn't sure what to put in for my home phone number, so I put my billing maybe

My Name(13:41:10): well anyways, my dry loop number is:

My Name(13:42:08): ***redacted***

Sean(13:42:23): Thank you.

Sean(13:43:19): I only have one bill for your account. It is $63.14.

My Name(13:43:39): yes that's why I've been told, but it's very strange

My Name(13:43:54): here is the line item from my checking account (it was debited via my debit card #):

My Name(13:45:14): from 7/08

My Name(13:45:25): sorry not beginningof june beginning of july

My Name(13:45:38): D C* VERIZON*RECURRI 800 07/07D C* VERI

My Name(13:45:50): 07/08/2010 Debit Card Transaction

My Name(13:45:58): $75.00

Sean(13:46:53): That charge is not related to the DSL account. Do you have any other Verizon accounts?

My Name(13:47:04): I have a wireless account

My Name(13:47:12): but it's really w/my parents

My Name(13:47:22): the main number for that is ***redacted***

Sean(13:47:32): I only have access to home accounts.

Sean(13:47:52): But a Verizon Wireless draft would typically say "wireless" in the description.

My Name(13:47:52): hmmm well there is not reason the wireless account should ever have gotten my account info

My Name(13:47:56): for debiting my account...

My Name(13:47:59): yeah, right?

Sean(13:48:10): I don't think it's a wireless transaction.

My Name(13:48:12): anyways, It's incredibly baffling and I need to get this resolved

Sean(13:48:28): I can connect you with an agent that handles payment investigations. I am sorry for the trouble.

My Name(13:48:35): sure thing, thanks

Sean(13:48:45): You're welcome. One moment please.

This session is being transferred. (13:48:51)

This session is transferred to Tesha. (13:49:10)

Agent Tesha has joined. (13:49:10)

Tesha(13:49:16): Thank you for choosing Verizon's chat service. You have reached the Payment Center. I will be happy to assist you today. Please provide me with one of the following:
1. Verizon account number
2. Amount of your last payment (to the nearest dollar)
3. Exact amount of your last paid bill in full
4. A contact number you may have listed on your account, such as a cell or work number

My Name(13:49:46): ***redacted*** should by the cell number associated w/the account

My Name(13:50:05): the amount of my last bill was $64

My Name(13:50:16): oops, that's too things 😛

My Name(13:50:20): two*

My Name(13:50:49): oops last paid bill in full was $64.13 - I garbled the questions

Tesha(13:50:55): Thank you, ***redacted***. Please give me a few moments to review your account details.

My Name(13:51:01): sure thing

Tesha(13:52:52): Could you please verify your address?

My Name(13:52:59): sure thing

My Name(13:53:04): it's ***redacted***

My Name(13:53:08): ***redacted***

Tesha(13:54:13): Thank you, ***redacted***. Hold one moment please.

Tesha(13:55:34): In order to handle your question, I will need to transfer you to the billing department to discuss this with one of their agents. There may be a wait, but please be assured someone will be with you as soon as possible. You may also contact the office directly at 800-837-4966. Are there any other questions I might help with before I transfer you?

My Name(13:55:54): is there anything you could illuminate?

My Name(13:56:02): did you find any record of the charge in your systems?

Tesha(13:57:58): I am in the financial department, you will need to speak to a representative in the billing department. Would you like for me to transfer you?

My Name(13:58:04): yes please!

My Name(13:58:06): thank you

Tesha(13:58:19): Hold one moment for transfer.

This session is being transferred. (13:58:25)

This session is transferred to Jacqueline. (13:59:04)

Agent Jacqueline has joined. (13:59:04)

Jacqueline(13:59:09): Hello. Thank you for visiting our Chat service.

My Name(13:59:22): Hi thanks

Jacqueline(13:59:29): I can check your bill for you.

Jacqueline(13:59:29): In order to protect the privacy of your account records, I will need to verify your 3-digit customer code or your 12-digit account number before I can provide you with information, place orders, or make any changes to your account. Once you provide this information, I will be happy to proceed with your request.

The account number is located at the top of your paper bill immediately following your phone number. In addition, you can also locate this information in your online bill by following these steps:

1. Sign into your My Verizon account at: www.verizon.com
2. Select the 'My Profile' Tab.

The account number is listed under the General heading.

My Name(13:59:57): Unfortunately I have yet to receive a paper bill

Jacqueline(14:00:23): Please confirm the amount of your last payment made to safeguard your records.

My Name(14:00:24): I also cannot access my online account

My Name(14:00:34): as it claims an account already exists for my dry loop number

My Name(14:00:39): oh sure thing

My Name(14:00:44): 64.13

Jacqueline(14:00:59): Thank you, one moment please.

Jacqueline(14:03:20): What billing date does the $75 charge you question appear in? The records I've found for you only shows one bill that has generated.

My Name(14:03:39): I have a billing date of 7/08

My Name(14:03:44): the line item in my checking account is

My Name(14:03:56): 07/08/2010 Debit Card Transaction D C* VERIZON*RECURRI 800 07/07D C* VERI $75.00

Jacqueline(14:04:26): Do you have wireless service with us also?

My Name(14:04:34): nope, but my parents do

My Name(14:04:49): whole different account, and I don't pay anything

Jacqueline(14:05:39): Your Dry Loop service shows a start date of 6/29/10 and your first bill date is listed as 7/7/10 for $63.14.

Jacqueline(14:06:30): The payment method listed for your Dry Loop DSL account is to a ***redacted*** card ending in ***redacted***

My Name(14:06:38): that's really interesting

My Name(14:07:02): because my payment for 64.13 appears on 7/20

Jacqueline(14:07:07): The 7/7/10 bill for $63.14 was paid on 7/19/10

My Name(14:07:13): oh ok sounds good

Jacqueline(14:07:28): Great!

My Name(14:07:34): I mean, there's a two week delay on debits like that, no problem

My Name(14:07:42): but again, the first charge...

Jacqueline(14:08:07): Credit card payments draft 12 business days from the bill cycle date which is the 7th of each month

Jacqueline(14:08:39): That would be calendar days, not business days.

My Name(14:08:39): fair enough

Jacqueline(14:08:44): Have I resolved your reason for chatting with us today?

My Name(14:09:55): no because I still have a $75 dollar charge

My Name(14:10:00): in addition to the 64.13 charge

My Name(14:10:05): I mean I'll lay it out

My Name(14:10:16): I"m going to be reporting this as a fraudalent transaction to my bank

My Name(14:10:27): if you guys can't find a line item somewhere in your accounting software

My Name(14:10:31): or whatever

My Name(14:10:38): I don't blame you guys of course!

Jacqueline(14:10:49): I would definitely refer you to your financial institution concerning the charge. We show no payment or bill for $75 on your account.

My Name(14:10:53): I'm just not going to lose 75 for nothing and I'm also extremely concerned

My Name(14:11:16): alright well as an unauthorized charge, I'll go ahead an report it

Jacqueline(14:12:32): Yes sir.

Thoughts?

-Tumble

Comments

lasagna

If this was made to a Visa branded debit card as a "credit" transaction (not as a pin transaction where you had to enter a pin), then there is usually a "charge dispute" process. You should be able to call your card provider and indicate that you wish to dispute a charge -- you can attach the chat session you had as evidence that you tried to resolve this directly with Verizon (since Verizon doesn't seem to think they charged you) and ask that the charge be investigated. For my chase branded Visa, it's right there on the page with the card statement.

Debit cards are a little different however (this is why I NEVER use a debit card for online transactions -- always always use a credit card because the consumer protection laws are different), so this may be why Chase is not responding like they would be in a typical credit card transaction. I'd persist with Chase however unless someone from Verizon jumps in here and says they want to take a closer look (since the online chat said they don't think it's their's). I'd use the phrase "dispute a charge" vs "fraudulent charge" when you call Chase (the first means no one can find the record of the transaction; the second means there's a record but you didn't create it. Different rules and processes apply depending on which path you take.

I've had similar situations (not with Verizon -- my problem with them is getting them to actually take the recurring payment I setup and not send me "you didn't pay us" reminders -- but that's another story) with other online vendors where I've had a double charge or a random unexplained charge show up and after contacting the vendor if they deny initiating it (there should be an 800-number on your statement indicating what number to call about the transaction) then I open a dispute.

Good Luck.

tumbledry

Brilliant - from now on I will use my credit cart for online transactions. I'm actually going to switch all the way over to bill pay for Verizon so that I have even more control over the payment process. I guess, with debit cards online it was only a matter of time before this happened to me.

As a matter of fact, I managed to get in touch with a Verizon rep who agreed to open a dispute for me - he said he'd send an email with the dispute papers arriving by email in 1 - 5 days. Curiously, I got to this dispute process through a phone number I've never heard of: 1-888-338-9333. When the call menu picked up on the other end they told me I'd called "Frontier", but then the branding switched back to Verizon.

We'll see how it turns out.

Kind Regards,

Tumble

lasagna

Just be careful to keep an eye on the automatic billpay with Verizon ... I've been on this for the last year or so and it's hit or miss. Usually they debit the account you've setup, but occasionally they don't take the scheduled payment for some reason. About 10 days later you get a little "reminder" notice in the mail that you've failed to pay your bill telling you need to send it right away or their going to cut off service.

To add insult to injury, I've gone online to the Verizon site and made an immediate payment to clear that up -- and two of the times this happened, the ended up taking the automatic payment a few days later anyhow. Geez ....

So, I ended up paying twice. To their credit, the next month that show a "credit balance" so it eventually fixes itself. But you do end up with money sitting at Verizon for a few weeks until the next billing cycle kicks in.

I now pay the bill using my banks billpay instead -- adjusting the amount if the amount due ever changes. The bank always remembers to send the payment as directed and Verizon can't double bill or anything.

YMMV.

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