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I am at wits end now. I have now reached out to Verizon 3 different times to correct billing errors. Everyone I speak with is sympathetic and assures me they will correct it. To date not only have the issue NOT been corrected, it has progressively gotten worse.

Every tech I have spoken with is friendly and I truly believe they want to help and fix the problem. I just do not see them knowledgeable in actually doing this. To me this is a lack of training on the part of Verizon I was on the line for 2 hours and I overheard the tech speaking with someone in the backround explaining the circumstances and coaching her on the fix. The women that i was speaking with stated" This will take me some time to correct" I will call you back when it is complete, I leave in 3 hours and should have it corrected by than. Really 5 hours to correct a billing error ? That makes no sense to me for someone to spend 5 hours to correct an error. This tells me Verizon is lacking with trained personnel, even though they state they are all expert techs with hours of training.

At this point I have no confidence that this can be solved , but I will try one more time. If not successful, than I feel I must contact the State's Attorney General to make a complaint regarding Verizon. I have all the documentation from the transcripts stating that they are in error,

It's a shame, Their tower is the only one that providers signal at my home, so I really do not have a choice, but I am also locked in due to my "Free Phones" which in itself is another story.

Comments

vzw_customer_support

We value your time and we are here to help, and although it seems like we went through a long path in order to correct your billing issue, the situation has been resolved. We are here for you, and always to try our best to provide you with the correct resolution.
We also want to thank you for giving us the chance to assist you. Feel free to let us know if you have any other questions or concerns that we can help with. We are here for you. ~Geo

Are you kidding me, this is what I mean, you saw the credit and assume it's correct, not only is the credit wrong, I now have a estimated invoice almost 800 dollars next moth. This is absurd to say the least. I am busy assembling all the fees and invoice amounts that are incorrect, I would be due a credit of over a 1000.00 to make it correct. If this did not waste so much of my time and cost me so much it would make a great comedy skit "Verizon and the ship of fools "

vzw_customer_support

Hi Bilgepump 9, I'm sorry to hear you are still seeking a resolution on your billing concern. It looks like through this channel we have yet to gain account access to investigate and we'd like to help. To protect your information we'll be meeting you back in Private note.

-Melissa

I paid over 804. $ in 3 months for a supposed to be a free phone! I was told that there would be a hold on my debit card until this mattter is resolved! H !! Now I can’t get my kids there Christmas gifts!!

vzw_customer_support

Hey there, Chadclay33, we want to help ensure that you receive the promotion you deserve. So we can best assist, we will be reaching out via Private Message.

-Lauren

I am having this same issue. The store manager and all support people tell me one thing about my bill but I am getting charged much more. And no one ever fixes it. I too am at wits end and teady to cancel somehow since they are not sticking to the agreement.

vzw_customer_support

Hello, Stophyre. Help is here as you definitely deserve some answers. Please share more details. What is showing incorrect with your billing?

-Natasha

I went through a horrendous problem with Verizon and my Dad's account after he died. It took them almost a year to understand that my dad was dead and therefore not making calls. Now, they are not able to find almost 2,000.000 that I have paid them. I have talked to very nice, non English speakers who assure me they have fixed the issue, only to find they haven't. I have the cancelled checks but can never find someone who knows what they are doing. Nice staff but ineffective in problem solving.

vzw_customer_support

Hi Annechd, first and most importantly, my deepest condolences on the loss to you and your family of your Dad. Trying to sort out billing is not something that should be part of the grieving process. I want to do what I can to help. To gather more information I will be sending a Direct Message.

-Melissa

I am also at my wits end. I keep telling the same story about being charged for an add on I canceled, and everyone is sympathetic and completely inept. Disgusted with Verizon. They make phone appointments with me that they don't keep.

Verizon has sent me to collections. Ordered a new line/phone. Asked to have a random number assigned so we could move data and port number. While porting we had support on the line. Somehow they ended up closing the account for the new phone number and left a balance. Account was enrolled in paperless billing, so I never got an invoice. Account was enrolled in auto pay tied to checking account, they did not debit my account. First notification get that there is an issue is a collection notice. Spent 2 hours on multiple phone calls to try to unwind this issue, but I am being told to pay the bill and then do the work to repair my credit history. They messed up and I have to fix it? Any advice on who to contact to get it resolved? I am a current customer, they know how to reach me, but instead they decide to go the route of damaging my credit score. Thanks Verizion

vzw_customer_support

We'd love to take a closer look at your account, and help resolve your billing concerns. The last thing we want is for you to receive two separate bills for what should be one single account. To best assist, we'll be sending a Private Message.

~Izzy

vzw_customer_support

We're sorry to read about the issue with your billing and we're here to help. We'll be sending a private message. ~Peter

I have had issues with Verizon billing as well! I am a military member that has been in Germany for the past 3 years. We had our lines frozen while in Germany but, set up for the monthly phone charges to be paid so our phones would be paid off when we returned. Upon getting back to the states, we get a different story with every phone call. Verizon continued to take our money but now say we didn’t pay on any phone and the “primary” line was canceled which is impossible. If the primary line had been canceled, we would have never been able to pay on that account. One report is one phone got paid off, the second is we owe $2,000 for the iPhone 12s that we have. Nobody will help with any solution except keep upping the price we owe. If there was any mistake, Verizon and their employees made it. We offered to turn the phones in to zero the balance and just start new and got laughed at. We have had service with Verizon for the past 10 years.It is a shame that ANY service member has to go through this extra aggravation on top of being displaced during service to our country. Any Verizon representative that is willing to help can reach us @ *****

vzw_customer_support

Hello Lawwell. Thank your for your service and sacrifice defending to our country! Billing can at times be confusing and we are here to address these concerns as you returned from your overseas deployment. Please reply to the following private message and we will get into your details promptly with your help.

-Deb

I am in a similar position as we speak and I read in an article about how it was resolved and it seems that filling an FCC complaint would help! I subscribed to Verizon in mid July, I have purchased two phones and returned one within the week with Tracking number to confirm received. The first month due to cancellation of the number associated with the phone I received a credit and the next month I was charged an unpaid balance with extra fees for the returned phone that increased my monthly by $540. The chat group after 3 trial the last one assured me it would be resolved in [phone number removed per the Verizon Terms of Service] days since August 24th and yet to get the result. What happened to Customer Service? I understand the reps are 3rd parties but there’s something wrong and unusual happening in our nation and it shall be raised in upper management to stakeholders.

vzw_customer_support

We are sorry to read that you had this negative experience, and we are here to help. Were you able to get an update from the request previously submitted? Do you have the tracking for the return you made?

~Freddy

We are also dealing with the same issue for my business account. Each billing cycle, we are asked to pay hundreds of dollars. The last month’s bill added up to $630, six times more than the original plan I had signed up for. After spending hours with the customer service agent, nothing has been solved. Extremely disappointed with the billing error followed by its customer service follows ups.

vzw_customer_support

Understanding your bill charges is crucial, and we'd like to assist. However, our department has access to consumer accounts only. For your peace of mind, you can contact our Business Accounts Team of experts. Please tap on the link below with contact information:

https://www.verizon.com/business/support/contact-us/

~Maria

I’m literally living this issue right now! I felt like I was reading my story, did you ever get help

vzw_customer_support

Hello BeckyKennedy1. We're sorry for the issues you're having with your bill. Are you still having issues at this time?

~Ivone

I've been with Verizon longer than my new account. This time they keep breaching the agreement. I can't even use auto pay as my agreement states. For the last 1.5 years I've had to call every month to get my bill fixed. I am tired of this.

vzw_customer_support

Hey there, Minscoe, we greatly appreciate your loyalty over the years and certainly the last thing we would want for you is to have to call in each month regarding your bill. So we can better assist, we will be reaching out via Private Message.

-Lauren

It’s a been a month and I’ve been trying to have my credits applied. Sent in a dispute 2x now. No one will return my calls or emails (not referring to customer service). Hours spent w customer service who have NO idea what I’m talking about. Have proof of delivery too.

vzw_customer_support

We're sorry to read that you have not gotten the help you need. Is this for a trade in promotion? ~Peter

Do any of these issues get resolved? My guess is Verizon is just using delay tatics

I am also having issues with billing. similar to 9-10-24 above. We bought new phone, returned immediately then started getting charged as if didn't return. After over 10 hours or calls and chatting, it was "resolved" on Dec. 6th with Emily who told me Dec bill would be $38 to offset being overcharged for 3 months. Instead, I was charged $255 - and it should be $193 per month. If this isn't resolved quickly we will be changing carriers. This is ridiculous. Even the UPS guy who processes Verizon's trade-ins says this is a common problem. Many trade-ins "disappear" and we are all stuck to pay extra or fight. Really?

I'm having similar issues. I'm so angry.

vzw_customer_support

The last thing I would want to see is for a billing issue to change your preference from us, joannecass1. I know how important it is to have an accurate bill. I would be happy to take a fresh look into this and help achieve a total resolution. Please be on the lookout for a private message from me.

-Joseph

vzw_customer_support

Hi, millermolly25, we hate to hear that you're having trouble with your billing; we want to make sure to get things corrected. I'm sending you a Private Note so we can get things resolved.

-Cait

At our wits end here. We changed plans to get a free phone, we got a plan discount to change to EFT billing and paperless. Now we are being charged for a new plan, but not getting reimbursed for our two trade ins that were sent in- we are being charged Unlimited Plan and paying for a new phone. Just had a two hour conversation with Verizon Customer Service, but not resolved. We need a way to end our 23+ years relationship with Verizon. How can we do this?

vzw_customer_support

Hello Muzed, we're sorry to learn you're having issues with your account. We will be sending you a private message to further assist.

~Ivone

I’m currently dealing with this going on four months, Verizon consistently has my bill wrong ever since I traded in my old phone and upgraded “ WHICH BY THE WAY THE SALES REP MADE ME SHIP IT TO VERIZON MYSELF” I can’t say enough how bad of a company they are now . They out sourced some 3rd party company in India to save money and screwed us all, because everytime I call everyone tells me the issue is fixed, but it’s never fixed, now Verizon owes me well over $200 and I can tell you what , I’m leaving them as of today and getting a lawyer involved . I hope no one plans on using this phone company ever again and they go bank rupt. Pure garbage , sprint is better than them now . If you’re reading this LEAVE Verizon , let’s take a stand and show them why you don’t go cheap with the help in a company . Customer service is garbage , service is is garbage now. Verizon don’t bother trying to convince me or any one else here to stay.

vzw_customer_support

Hey there, Cabreraz, sorry to hear you've had to contact us multiple times for the same concern. We certainly understand how important it is to get your trade-in credits added to your account. So we can better assist, we will be reaching out via Private Message.

-Lauren

Any resolutions? I have been dealing with a billing error for a month! 1 phone call and 4 chat interactions and nothing resolved. Promises from all the reps that is getting fixed. No fix. I have invested 36.75 hours of phone and chat time on this. I think it's just time to report to the Attorney General. Been a customer for over a decade

vzw_customer_support

I'm sorry to hear you have been having this billing issue. We would love to help. Please tell us more. -Joe

I am beyond frustrated with their billing process. Since 10/2024 they have been overcharging on one of my lines and occasionally addinga charge for premier vm that I have not ordered and tried to go online to stop. Now the icing on the cake this overcharge has become a monthly occurrence with hours spent on the phone....so they corrected and then the folling month apparently accused me of a an overdue payment for the amount they corrected and reported me to the credit bureau for 30 day late. Mind you its an automatic payment by verizon monthly (I find the over charge after the fact (and after they promised that it has "been taken care of this time"), and my bank can confirm i have never had insufficient funds!!...so now not only do I get to deal with Verizon today I will also have to clear the mess with transition, equafax etc....I am so made we are going to talk to a family attorney for further instructions. I will call Verizon today to hear their scripted politely apology, but knowing absolutely nothing will be corrected.

I too live where they are the only tower. I have 5 lines on my account. We will be looking for another company using verizon towers and family as well as neighbors that use Verizon have been supportive as we have similar stories so collectively we are researching a better option to verizon. I can keep fighting them or admit defeat and move on. Sad as I have been a customer for over 20yrs...apparently it means absolutely nothing. Anyway they can increase their profit margin seems to take priority!

vzw_customer_support

Dealing with a recurring billing issue for nearly a year is not a great experience, Boilingpoint. We definitely value your 20-years with us, and this experience doesn't reciprocate the loyalty. The last thing I would want to see is for you to leave us, and I want to make sure that this billing concern is fully resolved. Since I will need account access, please be on the lookout for a private message from me.

-Joseph

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