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Verizon Billing issue

I usually pay about $200/month for service. In January I was charged and paid $417.70 on Feb13. I called several times to find out why with no resolution. All they could say was related to a chargeback. I still cant get an answer. This chargeback was made in Dec/Jan well before I purchased a new phone and watch on Feb12. I received the phone but the Fedex box with the watch was empty. Verizon admitted is was a shipping error on their part and cancelled the order. Now Verizon charged me $226.64 and said i was late in payment. I have no idea what this charge is for. Also, despite never receiving the watch, Verizon is charging me for the watch. I keep calling and going through this whole mess with agent after agent with no resolution. Now i have to return the new phone before March 12 and get my old phone back (trade-in) and then cancel my accout and move to T-Mobile. What a nightmare. I hope I am an exception and nobody else has to go through this mess.

Comments

VZ_jenn

Hi hynemc,

We're sorry to hear about your billing issue. As the Community undergoes backend platform updates, we recommend reaching out to one of our official support channels for any account-specific assistance listed below. Our teams are ready to support you. Thank you.

Instagram: Instagram.com/Verizon (Pre-paid excluded)
Facebook: Facebook.com/verizon
X (Twitter): x.com/verizonsupport

hynemc

I’ve tried customer support several times. I dont blame them, but they cannot explain my bill. I need the issue resolved soon. I think Verizon is having major billing issues. It may be time to consider alternatives. Thanks. Chuck

SynthpopAddict

Speculation, but if you received an empty box instead of a watch, someone stole the watch, but Verizon is charging you for it despite that. Or else you were trying to get a promotion, and either did not qualify for the promo, hence you are now being charged back for whatever the promotional discount was, or else someone did not apply the promotion correctly.

A couple of forum members reported having better luck resolving problems when they contacted Verizon via one of the social media channels instead of live chatting or calling. It's unfortunate the CSRs haven't been using the forums ever since the recent upgrades, but hopefully the behind-the-scenes stuff with the forums will be done soon so the CSRs will be participating here again.

If you have already sent in your old phone as a trade-in, you won't be able to get it back.

hynemc

Thank you. Verizon said it was a shipping error, but I suspect it was stolen. I think either they are significantly understaffed, or incompetent. Dont understand why I am being charged for the phone after they cancelled the order. Also dont understand why they cant tell me the reason for a major chargeback bill that occurred out of the blue. No changes on the account for months, they a major chargeback bill. Absolutely crazy. I just need to pay out the account and probably go with T-Mobile. Hopefully they will help me with the transition of my 4 cell lines and internet line.

SynthpopAddict

You're welcome. Very sorry to hear about your experience. A good part of the CS is outsourced, and depending on when you call/chat, might be going overseas. Since I'm guessing you ordered your devices online, would suggest contacting Internet Order Support at 866-338-7390 and provide the tracking number of the empty box shipment and any other evidence you have showing the watch never arrived/was stolen, as you shouldn't have to pay for a device you didn't receive.

The details of the chargeback aren't in your bill history, if you look up the detailed version of the bill in question?

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