Account and Billing Issues

I have been a Verizon customer for years and have never had any issues with their actual phone service. Unfortunately, I have had issues and concerns with my bills and device trade-ins that are seemingly impossible to resolve. This issue has been ongoing for the last 5 months and I have discussed these issues with their online support, over the phone customer service, and in person at a Verizon corporate store countless times. During each conversation I have been reassured that the issue will be resolved, but due to the billing cycles it will take a month to reflect on my account. Despite the reassurance from every employee i've spoken with, the issue has not been resolved. Each billing cycle I'm forced to start over the process for opening a support ticket and explain the issue all over again, just to be told that it will be fixed. Unfortunately, I'm at a point where it seems Verizon keeps telling me to wait until the next billing cycle, but at this point, it just feels like a stalling tactic, hoping I’ll drop it. Due to the countless attempts and lack of evidence that it will ever actually be resolved, I will be leaving Verizon for another provider. As I said, I have been a Verizon customer for years and have never had issues with their phone service, but I refuse to keep hoping that they will rectify this issue with no evidence that they ever will.

Accepted answers

Verizon_Support

The last thing we ever want is for out customers to have any problems getting a promotion they were offered, and any issues should be fixed quickly and efficiently. We're sorry for the back and forth so far and we'd like a chance to help you here. We're sending you a PM so we can get this resolved.

~Jesse

All comments

SynthpopAddict

I'm speculating you traded in a phone(s)/devices and didn't get the advertised offer for trade-in. You're definitely not the only one to report it. Hate to say it, but whomever you've been speaking with has limited capability to fix it, so they're just giving you a monthly credit each time you call, etc. Wish I had a better answer for you, but Verizon really needs to edit their verbiage on trade-in promotions.

adamcdickson

You're correct. Originally, I was receiving the advertised promo but I was told that my plan was no longer eligible. They said I would have to change to a new plan to maintain my trade in credit, so I did. Of course they still removed the credit. After a couple months and multiple conversations about it, they then said I would have to change back to the old, no longer supported plan to get the promo back. That was a whole ordeal but we finally managed to do it, but I still never received any credit. It's just so much back and forth and no one you talk to seems to actually know Verizons policies or how to help.

Verizon_Support

~Jesse

adamcdickson

Seems like these message boards are the only way to get reliable help. I was contacted by a support rep that was actually able to rectify the issue. I encourage anyone with issues like this to utilize these discussion boards.

chrissentieri0

My issues began when I moved into my new apartment. That was 6 months ago. I am still being overcharged, never received perks but am paying for them, am being charged for made up devices, lied to about internet prices, amazon gift card and “free” phones. Have 2 completely different accounts( do not know why) and am now being charged for phone upgrade, which I do not have

Markote23

This is crazy after a five-year customer I am seriously considered leaving Verizon. Long story short I ordered a phone for my son who had already bought an unlocked phone for International use. Return the phone two months in a row. My bill has almost doubled because I ordered the phone and returned it. Never used it or the line. It’s ridiculous. They think because they’re on top. Everybody is forced to accept their dictator way's.

Verizon_Support

Hello Markote23, we are sorry to hear that you have had an issue with a phone that was returned. So we can better assist, we will be reaching out via Private Message. -Dee