In early June 2025, my account was involved with fraudulent activity. Someone hacked into my account, changed the settings so I wouldn't get notified, and purchased two phones. Verizon Fraud department caught it, and notified me via phone. I told them I did not purchase the phones. I was reassured I would not be responsible for the charges. They were able to intercept the package, and the package was sent to my address. Verizon Fraud dept sent me return labels to ship the phones back. In that return e-mail, it was stated I would get two discounted bills for my troubles.
Well I shipped the phones back, but I kept seeing charges on my next two bills and no discounts. I have called Verizon 7 times, and have been reassured that the charges will go away and my account is fine.
Fast forward to Aug 14th, and my account and all my lines were deactivated. Verizon made it very hard for me to contact them without having to pay the $399 plus late fees associated with the fraud charges. Luckily the call went through and everyone I talked to kept saying I owed the money if I wanted to restore my account.
I informed the financial dept that my case is under fraud. Finally, I was able to talk to supervisors/managers, who then transferred me to the fraud team. They said it could take 2 billing cycles for the credit to be applied to my account regarding the charges. No mention of my discount for my troubles. I was on the phone for 52 minutes trying to get my lines restored.
I am beyond frustrated that I had to spend this much time to get my lines restored, even though I was assured my account was fine.
The fraud team mentioned my account is in "suppression" until Aug 28th. I don't know what that means, but if my account gets terminated again while I am on a trip, I am going to be livid.
I want someone HIGHER UP AT VERIZON to contact me ASAP. I am just about done with Verizon. I am a Veteran who has been with Verizon for a long time. I DO NOT WANT A FOREIGNER WHO BARELY SPEAKS ENGLISH.
WHERE IS MY DISCOUNT FOR MY TROUBLES?
