Billing dispute – $1,000 international charges not removed as promised

Hello, I need help with a billing dispute that has not been resolved through regular customer service channels.

While I was overseas during an emergency, I had to call several toll-free numbers. Verizon billed me $1,000 in international charges for these calls.

On September 26, 2025, I spoke with a Verizon representative (between 6:00 p.m. and 7:20 p.m. EST). She clearly stated that the full $1,000 would be removed from my bill. However, this adjustment never took place.

When I called back, I was told nothing further could be done. Verizon only issued a $200 credit, leaving me responsible for $800 that I was promised would be waived.

I have tried escalating this through customer service, but so far I have been unable to reach the correct team. I am asking that this issue be forwarded to Executive Relations so Verizon can honor the original commitment.

Thank you for your assistance.

Accepted answers

Clintin

Update: Verizon Executive Relations (Matt) confirmed my full $1,000 international charge dispute has been credited, and my account now shows a zero balance. Thanks to everyone who helped me push for a fair resolution.

All comments

Verizon_Support

Thank you for reaching out us on this platform. I'll be sending you a Private Message to take a closer look to those charges. Please reply as soon as possible, so we can get started.

~Maria

Clintin

Update:

Thank you to Cait for assisting me in the secure chat. I was told my case would be escalated and that I should receive a callback within 24–48 hours. I have provided my best contact number and am waiting to hear from the escalation team.

To recap for context: On Sept 26, 2025, I spoke with rep Jhenny about $1,000 in international charges for toll-free calls made while overseas. She assured me the full $1,000 would be credited. Only $200 was applied, leaving $800 still billed. In my secure chat, Verizon has acknowledged I was given “incorrect expectations.”

I appreciate this being escalated and will update here once I receive the callback and resolution.

SynthpopAddict

Just an FYI: (800) numbers are toll-free only in the US and maybe Canada. If you were abroad and didn't have Unlimited Ultimate, Travel Pass, or the monthly International Service Plan, then the calls are billed as international calls.

Clintin

Update: I was told my case would be escalated to Executive Relations with a callback in 24–48 hours. That time has now passed and I have not received any communication.

I’m requesting immediate confirmation that this escalation is still active and that I will be contacted promptly.

Clintin

Thank you, Harry, for confirming that the $801.07 credit will fully resolve the $1,000 charge in question. I’ll wait for the 48-hour review process to finalize this adjustment.

Clintin

bell239

You are luck , Verizon is best, right.