There has to be some escalation for issues. I have been a customer for over 25 years and been dealing with Billing issues since January, started with a old phone was lost by mail service and I had proof I dropped the phone off to be shipped, I had no control of that. Finally May bill was correct, then the end of May I received an email from the Fraud team stating I had a fraudulent order of 2 iphone watches, actually it was 4. I called immediately to try to get resolved. After being on phone 6 hours for one day ( I do have a job which no one from Verizon thought was important), I was told that the 4 additional would be removed, after I had to talk to multiple areas, customer care, customer support, fraud but fraud had to investigate before it could be resolved, and was I sure that I didnt call in or go to a location. I called back in June because it was still wasnt resolved to check on status of the ticket, each time had to retell and talk to multiple areas, being told it would get resolved, then my checking account was debited over $2000 which my cell bill is $280.95 a mo for 3 phones and a Ipad. Which overdrew my account, I called in immediately having to start process over again, each time I shared the ticket number, representatives stating that they would call me back a certain time or day and not once did I get a call back. Two weeks ago I got a credit for the first of order of 2 iphone watches but had to wait for the 2nd order refund. then the credit was removed by end of week. Last Monday I called and was told they had to remove the credit because since a large amount of refund, it had to be done separately but swore it would be fixed by Friday with the full credit. Today I called in, again had to speak to multiple areas and Fraud said they could refund for 1/2 but not the remaining, it will take 1-3 billing cycles to resolve, but she saw I was past due on my account $1500 and she would like to transfer me to Billing for me to pay my bill. You want my money but do not want to refund me for your error. For now I have taken off auto pay, spoke to my bank and made a payment for $280.95. Why cant I have this escalated or speak to a supervisor to get this resolved in a timely fashion? I didnt ask for compensation for overdraft fees with my bank or time, I had only wanted this error to be resolved. No one offered a credit for all these issues or anything special just making me feel like no one cares about the customer, especially a loyal customer of such a long time. Its sad that Verizon is so large that they dont care anymore.
