I’m writing to bring a frustrating customer experience to your attention. I became a Verizon customer on June 24, 2025, and since then, I’ve faced repeated billing issues and inconsistent service — all within my first 90 days.
Here’s a brief summary:
07/15/25: I visited the Centralia, WA store to set up autopay via Wells Fargo.
07/28/25: During a family emergency, I was notified my payment failed, and fees were added. I paid immediately.
August bill: Again higher than expected. One rep was unhelpful; another adjusted the bill and confirmed autopay was properly set up.
09/07/25: Visited the Tumwater, WA location about another incorrect bill and was referred to a corporate store. There, I was dismissed in minutes.
Called *611 and spent over an hour on the phone. I was told there’s no loyalty department and no way to track who accessed my account. I was transferred to a manager (Jim), who made changes I felt pressured to accept. I’m now wrongly labeled a "Cash Only" customer — despite Verizon's system issues causing the problem.
Each attempt to resolve this has been met with conflicting information and poor support. As a new customer, this is extremely discouraging. I expected transparency, accuracy, and professionalism — none of which have been consistently delivered.
I’m asking for your office’s help to resolve the billing and account status issues, and to restore confidence in Verizon’s commitment to its customers.
Thank you for your time. I look forward to a prompt response and a fair resolution.
I have spent numerous hours on the phone, in person in a Verizon location, to include a corporate store, and I have reached out to two CEO(s), with no response.
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