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Device Payment Charge for a Device that was never received

awesome2020

I had purchased a phone using my upgrade which apparently qualified me to receive a iPhone 14 pro max. The device charge was added to my account, but I never received the device, after two days and 6 hours on the phone with customer service. They identified that the device was returned to the warehouse, but the monthly device payment was not removed from my account when they cancelled the order. At this point, I thought I was making some headway and Verizon was going to do the right thing. Joke is on me... the complaint was escalated and under review to determine if the device charge should be removed from my account., while I was being alerted of the next steps, I asked if my account would be credited the money for the device I do not own or nor possess; the customer service agent siad that was not up to her that would be determined in the escalation report. As of today, April 4th the device charge is still on my account and I have not been credited the money I have paid for the device today, which is close to $1,000.

It is clear that Verizon would rather cheat their loyal customers out of their hard-earned money. I have been a Verizon customer for 11 and have 5 devices on my account and was thinking of adding a 6th, after the experience. I am now shopping for other service providers and advising friends and family who have Verizon to do the same.

Comments

Verizon_Support

Hello, awesome2020. Thank you so much for these details and my biggest apologies for his experience. Your many years of business mean the world to us, and we would never want to see you leave us. Help is here. We would never make you pay for a device that was return, and we can assist with ensuring your billing is corrected. I have sent you a Private Message for further assistance.

-Natasha

awesome2020

@vzw_customer_support
, Thank you for your quick response. I have responded to the private message. I am hoping we can come to a resolution. But I suspect we are moving to the private message to provide the preception to other consumers reading this complaint, my issue is being resolved, when in reality it is another way evade the responsibility of rectifing the issue at had.

- looking forward to being suprised and delighted by your service support

Verizon_Support

Hello, awesome2020. Yes, I responded to you via Private Message as we need to bring you private so that we can authenticate your account so that we can access it on our end. This is not something we can't do in the public platform as we need to keep your account information safe. Please go back to our Private Message.

-Natasha

awesome2020

@vzw_customer_support
, I understand the need to keep consumer account information private, but if Verizon was truly concerned with this issue, CS would have sent me the authentication link when I first went to the private message. When I received, the send private message, I messaged back to state for the record that as the messages are monitored and the customer service call are recorded, you will be able to find the all the investigative notes in my 6 hours of conversations. I also noted the resolution I seek was to be credited with the funds for the device I do not own (iPhone 14 Pro Max) and have that device removed from my account. Which took all of 3 - 4 minutes, by which time the link to authenticate the account was not working.

'Apart from exposing my account information. I will bring this back to the public forum to keep the community informed.

- disappointed and dismayed

awesome2020

@vzw_customer_support
and I have found a path to resolving my billing issue. I appreciate the attentiveness the social media team (Natasha) had to understand my frustrations, finding a solution and a way forward. I offer these platitudes because:

1. I trust there will be no improprieties clearing my account, based on the agreed upon terms of this terrible accounting error.

2. The social media customer service does not seem to revert to the same tatics of the phone customer service team of ghosting and customer service agent jenga.

- stay vigilant

Verizon_Support

Thank you awesome2020 for your honest feedback. We appreciate you taking the time to share your experience with Natasha and will make sure she is recognized!

-Deb

Kevin0593

Same thing is happening to me right now with 2 pairs of ear pods, about to cancel everything I’ve called 5 times and was told this problem was resolved but still is not.

Verizon_Support

We want to take a look into this concern. When were you expecting these items? ~Peter

Lastdayofmagic

I too am dealing with this.

Last month my phone was no longer holding charge, so my mother drove to the nearest store (I'm disabled and cannot walk). After chatting with a salesperson I was assured that once I received my new phone and mailed back the old one via UPS within 3 days I would not be charged.

WELL. Here we are. This billing cycle. And you all are acting like I never mailed the phone back to you and I'm being charged over $1,000.

Exactly what kind of game are you all trying to pull? Before I decided to post on here, I researched similar stories and guess what - so many similar stories!

This is currently Sunday night but since I live in a small town I think this would make for a marvelous story of how you all have been turned in to the BBB as well as the FTC.

I will be contacting my bank and if I need to contact a lawyer I will.

Verizon_Support

We are sorry to read that you are having issues with your account, and want to make sure we get this taken care off. To better assist you, we will be sending you a private message.

~Freddy

jmculbertson77

I am currently experiencing a similar situation. I was charged for a bill that was not due yet. I have been told that it takes 5 days to issue a refund. Tomorrow will be the 5th day. I’m not very hopeful that this will happen due to all of the other people who have said they have been trying for months to get a refund.

Verizon_Support

Hi jmculbertson77, apologies for the trouble and inconvenience this may have caused. Please engage with the private note we are sending if additional assistance is needed.

-Red

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