Disconnected After Making Arrangement

I have been a Verizon customer for almost 13 years. I have always made my payments on time until this past year. I have been been unemployed or making very little. I have 5 lines, 3 of them are for my daughters. I got my daughters devices so they can connect with me anytime since they don't live with me. I was 3 months behind on my bill Verizon informed me if I didn't pay $600 that day my lines would be disconnected. I called financial services to inform them of my situation and if they could help me out since I have been a loyal customer. The lady was rude and refused to helped me. My lines were disconnected the next day. I lost the only contact I had with my daughters. It went from $600 to $900 in order to restore service. Then it went to $1200 . Verizon informed me that if I'd dint pay $1200 in 4 days they would go to collections. So I spent my last $300 towards my bill. I would need to pay the past due balance of $900 before services would be restored. I called again to explain my situation I just started a new job. I paid $300 but I couldn't pay the rest. I'm homeless , I've been a loyal customer for 13 years , I've been unemployed. I've always made my payments, I just need a little help and time. He made a payment arrangement for me and turned my devices on, he also waived 3 months of late fees for me. He said as long as I make my payment before my arrangement my devices would stay on. I was so happy because I could finally text my daughters after having my phone shut off for 2 months.

The next day I woke up and my phone was shut off. The lady I spoke to was rude she was not nice like the gentleman the day before. She told me I would need to make a payment of $300 to $400 in order to keep services on. When I explained that I didn't have it, and that the gentleman yesterday told me my services would stay on as long as I paid my past due before my payment arrangement date. She had no sympathy and said I can turn it on but it's just gonna get turned off tomorrow until you pay $400. I said don't you have the power to keep it from getting turned off? She told me no unless you pay $400 your lines aren't secure and they will shut off tomorrow. I said I well unless I can magically pull $400 out my butt I'll have to call everyday to get it turned back on until I do. She informed yes you can call every day but we will charge you a reconnect fee each time. The gentleman from yesterday never mentioned about reconnect fees. And why did he say my devices would stay on but the lady today said they would just get shut off everyday. How do I know they won't get shut off if I pay $400 like she said. And what's the purpose of the payment arrangement if they are just gonna shut it off?

I am considering going to a different carrier because this is ridiculous.

My devices have been disconnected for 2 months and they are still charging me. And they are gonna charge me more to get them turned on. And then disconnect my devices because I don't have $900 just lying around.

This is unbelievable.

How can Verizon treat their loyal customers like this and be ok with it?

Accepted answers

Verizon_Support

I can certainly understand your frustration, Dreadrew. I also rely on my phone to be my lifeline with my children, and my wife who still commutes. In this crazy world, its imperative to stay connected. We definitely want to help in any way we're able to help get your service restored. The only team that is able to remove a suspension like this is our Financial Services Team. They can be reached at 866-266-1445 Mon-Sat from 8am - 10pm ET.

I hope that this information is helpful.

-Joseph

All comments

Verizon_Support

Thank you so much for bringing this to our attention, I'm really sorry that you are going through a hard time and I really do hope things get better soon for you. I will send you a private note, so I can review this information with you.

>Drea

Dreadrew

I am absolutely furious after making my $200 payment on promise to pay on time as normal. And setting up for July 2 to pay another $2– when it’s due VERIZON SUSPENDED OUR PHONES TODAY. Then act like children and make out so we can’t chat or talk to live operator to we pay. Well bc we did pay what we owed. The next part isn’t due yet and am arrangements were made on it Thursday but your system didn’t save them as they haven’t before. We been debating on switching carriers and shipping to find better customer service. A business who values the customer who tries and makes there payments like they promise. Our phones are lifeline’s. My son has seizures and mother disabled I’m the emergency contact and they can’t even call me. Not can my car insurance company that I’m dealing with on my claim. So of anyone knows how to actually talk to a live person I would be very grateful.

Verizon_Support

I hope that this information is helpful.

-Joseph

reyaduran

That does not help!! There are no actual agents to speak to. It’s just a series of options to press or say. I’m so frustrated with making a promise to pay and still having my service shut off. And then being charged a reconnect fee for each line. I’m looking for another phone provider as we speak bc this is outrageous!!

reyaduran

This does not help!! My service was disconnect a few days before my promise to pay, which I always pay! Now I gave you pay a reconnect fee for each of my lines! There is no agent to speak to. Just a series of buttons to press and I never actually get a live person! I am beyond frustrated!! I’m currently looking at different service providers bc this is horrible customer service and these promise to pay options are lies! Why should I promise if Verizon can’t keep their promises!

Emilydyba331

I have the same issue. I was told my service would not be disconnected until tomorrow and I could pay up to the end of that day for half of my bill ($166). It suddenly was disconnected today. I cannot work without phone service so they have left me in a terrible place. I also cannot talk to a person even though they told me that if I was disconnected for any reason I could reach out and they would reconnect me. Obviously that’s not true since like you said, I cannot actually talk to a real person. I’m not sure if I’ll be able to use Verizon again after this. They’ve just stopped me from being able to make any income at all. I’m extremely frustrated.

Verizon_Support

We understand the importance of staying connected while having additional time to process a payment on your account. We are here to help. Please reach out to our Financial Services department by dialing *611 from your devices. We will work with you and find the correct solution to get your service up and running. ~Geo

arsjps2002

I been with Verizon for over 10 years. Missed arranged payment date and got my phone disconnected. I tried to fix it but only place I get is automated recording and I am not allowed to speak to customer service to get my lines reconnected. My cellphone number is important for e to stay connected with family and Verizon is treating me like I committed some crime. I am disappointed with them and will consider different carrier after this. Also Verizon send me a box without shipping label and I had to wait for another box with shipping label - I didn’t have an option to print it for the modem return- and of course they charged me for the modem. I don’t understand you Verizon that because I didn’t pay $145 you disconnected my lines and refuse to let me speak with customer service agent. I guess that’s how valuable I am to you.

Verizon_Support

We are sorry to read that you had this issue with your service, as this is never the experience we want for someone that has been with us for such a long time. To better assist you, we will be sending you a private message.

~Freddy

Majt0239

Same exact issue here. Extremely frustrating that you can’t ever talk to anyone.

Verizon_Support

Hello, Majt0239. So sorry to hear of this as we know how important it is to have access to your service. We also understand that life happens as you may need more time to make the payments. It is our goal to set you up for the best success for your account. Please be sure to either make the payment in full to reactivate services or contact our Financial Services department by dialing *611 directly from your Verizon phone or 866-266-1445 from any phone.

-Natasha

Deathsqurl

Back in November I ended up getting a 4th phone and tablet on my account. Before we agreed to anything, I asked the salesperson what the total amount my girlfriend and I would have to pay. He said it would be $230 per month. We went back out to the car and talked about it and decided it was doable. Since then, the bill has not been under $400. I let it go for way too long, until 3 months ago and I started calling verizon to get it figured out. Nothing. No help at all. At some point a rep and I got it down to $300, but even still, my bill hasn't even come close to that. We just had a baby, and I need to be home with her for health reasons, so I am not working right now. So I called again, told them that I've paid over $1,000 more over the last 6 months than I should have. The conversation got to a point where they were going to cover $300 of the now $900 bill, and that the remainder would have to be paid by August 9th. When I told her that that wasn't compensation enough, all she would say was that they were valid charges. I told her she could cover that $300, but I'm going to look for new service. She then hung up, and ALL of my phones were shut off the next day. I have a newborn baby and girlfriend who needs to get to doctors appointments. This has been an actual nightmare dealing with these people.

LoveCreatedHate

I will also be looking for a new carrier. Phone currently is shut off over missing my $200 payment arrangement due to work. Now Verizon wants the entire past due and the Financial Services # is just an automated system that forces you to pay the full amount. No options for loyal customers and veterans at that. Plus even with my veterans discount the bill is still outrageous. The fact that they block all access to a live person and only force you to figure out how to pay the full amount or be without is ludacris. Loyalty is worth nothing. Beyond upset.

tash1980

I have had the same issue with talking to agent after agent being promised a refund for a Motorola within 30 days, which never happened. I’ve been sent to Verizon store after store, no one can help me. I’ve got screenshots of chats with multiple people telling me different things. I’m so frustrated! I never received my $540 for porting over from t-mobile. I paid my bill by mail and still had my service shut off. I am beyond frustrated!!! The insurance is a joke and would not fix a cracked screen. I cannot upgrade my phone even after having the ultimate ultimate plan. I’m getting out of here. Verizon is not what it used to be. No thanks.

Verizon_Support

Hello, tash1980. My apologies to hear of this experience as the last thing we'd want to see is you leaving us. Please share more info. Have you contacted our Financial Services department for a payment arrangement? Regarding the $540 promotion, was this a trade-in?

-Natasha

NicoleD0615

I am also having the same issue. I have been a verizon customer for 11 years and have never had my phones disconnected. I am a full time student with 2 children trying to just make ends meet and my service has been disconnected for the second time in 5 months. I have been trying to reach an agent for 3 days and cannot get past the automated system.

Verizon_Support

Hey there, NicoleD0615, we can understand how important it is for your service to be reconnected when managing your family and education. So we can take a closer look, we will be reaching out via Private Message.

-Lauren

LilMizzThang

You can't even talk to a live Representative unless you pay. So that number is pointless

Keliakey

I have a payemnt arrangement and they still disconnected my services I told them weeks in advanced what was going on no home in a shelter from the hurricane and they still cut my services off Verizon doesn't give a care about their customers I been with them for 3 years and I'm leaving them and my family is as well

Verizon_Support

Oh my goodness, you have been through a lot! Let's get a few more details from the account, Please eply to the following private message so we can get started.

-Deb

tyeshasbrown

Services were interrupted even after making payment arrangements. I have been a loyal customer for over the last 5 years and I am unable to get a hold of anyone. I have been calling nonstop. Please let me know what are my options and how I can get a hold of someone. I need my cell phone for emergency reasons. My family is sick and lives out of town and so does my kids.

missemzee1

This is happening to me, as well. Did anyone in this thread get any actual help?

Madman5

I had a past due bill for $280 and agreed to pay the past due of about half that up font and set up a payment arrangement for the rest in 2 weeks. The representative also said they would wave the $10 representative reconnection fee. They took my money assuring me that my service would be reconnected with the payment plan and the fee would be waived, yet after my payment my service is still disconnected and they charged me the fee! And now there is no way to talk to a live representative unless you pay in full. They outright lied in their agreement!

Like most, my phone is vital to my job and my healthcare, as well as the fact that you need a valid number for security code access to many internet profile accounts such as healthcare, banks, and employment accounts. Now I have no way of logging into my bank or healthcare accounts. How am I even supposed to pay you if I cant even access my banking information??

Far gone is the appreciation or value of the individual customer.

It takes most people 6-12 months after unemployment to get back on their feet, but Verizon expects you to be finically stable in only 3.

I will absolutely be considering a move back to T-mobile (even with their worst service) after experiencing Verizon's treatment towards its loyal and struggling customer base.

Madman5

Now Verizon has edited my comment and taken out my advice to future customers.

Original comment: Verizon does not care if you are going through tough times. Additionally, I advised all future customers to only come to Verizon if you know you will not have future financial issues, as Verizon does not care about its individual customers and only cares about the bottom line, the share holders and gaining a larger conglomerate share of the tele industry.

Take responsibility for the way you treat your customers Verizon and stop editing comments to hide your corporate greed..

Verizon_Support

We're sorry to read about the experience you had with setting up a payment arrangement. Pleae contact our Financial services team for assistance. ~Peter

Brianasummer

The same thing happened to me. I asked collectons if I could pay on 20th of this month. I told them I had just paid last months payment and that they give me until the 30th every month for 2 years. My service was shut off today and I already have service on the phone with att through eSIM. It wasn’t a problem for me, but m needed the phone so I took a loan out and paid the amount. It’s on again, but I won’t be getting money till the 18th so will i get discounted again because collections doesn’t extend like the automated system does. I’m confused.

Cesca

They are doing the same exact thing to me after 21 years and also made false promises, I’ve been shut 4x in 4 weeks and they keep promising things and not doing what they say, every time they promise a call back, no one calls

Cesca

Liar you’re not sorry,,, try reaching financial team with a disconnected device it’s near impossible as it goes in a loop snd then disconnects the csll

Cesca

Verizon is the worst they are horrible and lie so much ,,how do they get away with it

Cesca

Nooooooo just more lies

SHAKENBAKE82

Looks like it is still the same. Service disconnected and can't speak to anyone. I know I missed my arranged payment date, I was hoping service wouldn't get shut off until i got paid this friday (it's been a rough couple of months) but here we are. I am trying to contact SOMEONE at verizon to tell them I will be making a payment on friday but literally can't get anyone. It is so frustrating!!!!

Verizon_Support

We are here to support you, sending you a private note.

-Cryssie