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Join Verizon Mobile for about 6 months and my bills are still not correctly updated

Being a fios customer for years and switch from AT&T to Verizon last year because of the fios bundle promotion. Finally I am getting signals around my home by another nightmare started...

It is very frustrating that my bills are never updated correctly, every time I talked to a sales rep, it is saying they put a notice and check back in 1~2 billing cycles....and never got them working.

Background history:

Late July: saw fios+wireless bundle promotion, checked with ads online sales rep to help transfer at&t esim and setup the plan

Early Aug:

1. saw the estimated bill, none of the promotion discount is included or included correctly, check with regular wireless online agents, they are not aware of such promotion, claim there is no such deal.

2. find the ads and reached out to online sales rep again to confirm and correct the plan, the promotion exists as differnt sales rep saying the same deals. saying need 1~2 billing to kicks in

Sept: transfer my another number from at&t to verizon with iphone 15 pro deal.

Oct/Nov/December: checked with online agent once a month to check the promotion status for my first line and trade in.

most of them said they put a note on the accounts that the promotion discounts need to be adjusted, yet nothing happens till now.

trade in was confirmed received, but the monthly money back still not kicks in
and previous over charge did not get credited back.

I would like to escalate someone with more authority and can actually resolve the issue to fix my bill and get my credits back.

Comments

Verizon_Support

Hello, Jaaaaa. Ensuring your billing is correct is a must and help is here. Just to confirm, this is regarding your Home + Mobile discount and trade in discounts, correct? What was the amount for the trade in? Please let us know.

-Natasha

Jaaaaa

Hi Natasha

My first line:

before tax: $90/mo - $10/mo (ebill + autopay) - $15/mo (BYOD) - $10/mo (fios+wireless bundle) - $25 (loyalty) = $30
however, every month i am getting charged (before tax/gov fee/surc harges)
June-July: $75 = $90 - $10 (ebill + autopay)) - $5 (BYOD, missing $10), missing $10 (fios+wireless bundle) and $25 (loyalty)
July-Aug: $65 = $90 - $10 (ebill + autopay)) - $5 (BYOD, missing $10) - $10 (fios+wireless bundle), missing $25 (loyalty)
Aug-Sept: $60 = $80 (full price unlimited plus dropped $10 somehow) - $10 (ebill + autopay) - $10 (fios+wireless bundle), missing $15 (BYOD) and $25 (loyalty)
Sept-Oct: $45 = $80 (full price unlimited plus dropped $10 somehow) - $10 (ebill + autopay) - $10 (fios+wireless bundle) - $15 (loyalty, missing $10), missing $15 (BYOD)
Oct-Nov: $45 = $80 (full price unlimited plus dropped $10 somehow) - $10 (ebill + autopay) - $10 (fios+wireless bundle) - $15 (loyalty, missing $10), missing $15 (BYOD)
Nov-Dec: $45 = $80 (full price unlimited plus dropped $10 somehow) - $10 (ebill + autopay) - $10 (fios+wireless bundle) - $15 (loyalty, missing $10), missing $15 (BYOD)
It is getting closed starting Sept-Oct bill, as the full price drop ($10) is equal to the missing loyalty ($10), so just miss the $15 BYOD
Also, I should be getting $45 (June-July) + $35 (July-Aug) + $30 (Aug-Sept) + $15 (Sept-Oct) + $15 (Oct-Nov) + $15 (Nov-Dec) = $155 (before tax)

My 2nd line:

trade in should be $1000, same as the price of Iphone 15 Pro before tax.
Aug-Sept: trade in not applied ($1000/36 = 27.78), $15 loyalty not applied
Sept-Oct: trade in not applied ($1000/36 = 27.78)
Oct-Nov: trade in not applied ($1000/36 = 27.78)
Nov-Dec: trade in not applied ($1000/36 = 27.78)
so I should be getting $27.78*4 + $15 = $126.12 credits

then for both lines, Dec-Jan onward, need to correct the bills

Best Regard

Verizon_Support

Thank you for this info, Jaaaaa. Let's take a deeper dive into this for more answers. I have sent you a Private Message.

-Natasha

Jaaaaa

Thanks for the customer service that contacted me, who helped to resolve the issue from one of the lines. However, my main line is still not resolved after waiting another 2 billing cycles.

612foo

I have the same problem. I've spent hours on the phone with customer service. I've also visited the store a couple of times and the reps there appear to be trying to help but in the end they also just say you can expect it to be fixed and nothing happens.

Verizon_Support

Hello, Jaaaaa. Awesome to hear that one of the lines' issues are resolved. Please tell me more about your line.

-Natasha

Verizon_Support

612foo, we are concerned to read about your experience and we want to ensure that your billing is accurate. Please be on the lookout for a Private Message from us so that we can assist further.

-Andi

Jaaaaa

Hi Natasha,

It is as my first post copied below, but add more months (add Dec-Jan, Jan-Feb, Feb-Mar, Mar-Apr)
the monthly cost is not correct as well as not getting credit back for the previous overpaying amount.

=================================================================

My first line:

Jaaaaa

reached out to the support again from private messages, even reached tier 2. However, the agent mentioned there is no BYOD promotion when the agent tried to help adjust!? so everything was declined by escalation!?

Even without the BYOD, clearly there are other things over charged and nothing tier 2 can help. As it was verizon web chat, the agent mentioned I was not able to provide my recorded transcript, super frustrating.

I am trying to get support again through email, then go to the physical store, if those do not workout, I guess I may need to go to small claim court as mentioned online elsewhere. This is not how a big corporate trying to earn the money, sigh...

Verizon_Support

We regret the bad experience you had before and would like to help with your questions and concerns. To better assist, please tell us a little more. When did you start your service, and what was the promotion? Did you initiate service online, at a store or over the phone?

~Maria

Jaaaaa

Hi Maria,

When did you start your service?

--> I started the main line in June 2023

What was the promotion?

--> email promotion is bundling Fios Internet with Unlimited Welcome plan and BYOD, one single line can be just $30/mo (not one of 4 lines is $30, the promotion is every line, no matter how many lines)
chat with the promotion agents (two of them to confirm the deal and fix the charge/discount in bill), the agent promotion is bundling Fios Internet with Unlimited Plus and BYOD, $30/mo for one line

Did you initiate service online, at a store or over the phone?

--> initiate service online with agents

Verizon_Support

Thank you for the information. We'd like to review your situation a little closer. I'll be sending you a Private Message, please reply to it, so we can get started.

~Maria

Jaaaaa

I would like to thank for all the agents that have helped me to work on the bill issues. Now the monthly bill is correct, just would like to check if any agent can help me get the credits back for those over paid months.

Verizon_Support

@Jaaaaa
wrote: I would like to thank for all the agents that have helped me to work on the bill issues. Now the monthly bill is correct, just would like to check if any agent can help me get the credits back for those over paid months.

Thank you for the update and letting us know that your monthly bill is correct. We will be glad to take a closer look at your account to understand any charges that have not been addressed. Please be on the lookout for a private message from us.

-Andi

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