I have been a loyal customer of Verizon Wireless for ten years. I have raved about their products, their customer service, and their customer loyalty. However, after ten beautiful years, I am ready to take every positive word I have said back. When my original phone broke (mechanical failure), I received a "like new" phone. Within less than a month the power button stopped working. I sent that phone in and received another "like new" phone. Much to my surprise, when I went to pay my bill, I owed $300.00 in equipment charges. Naturally I thought it was because they never received my damaged phone, but when I called they told me there had been damage to the phone and I would have to pay the replacement fee. I debated the charges and the very nice man on the phone agreed with me and his supervisor waived the fee. Again...much to my surprise...when I went on a few days later the charges were still there. They had waived the waive. Again, I talked to someone, explaining that I wanted to know how the "like new" phone that broke within a month of possession had originally been broken before it got in my hands. Not one single customer service representative I talked to could find the pictures that apparently are supposed to prove there was, in fact, damage. I got it waived. AGAIN...much to my surprise..the fee continued to stay on my bill. Again, I called and told my story, and the fees were "waved" by a supervisor. Today I went to finally pay off my balance, expecting everything to be cleared up because I was assured the fee would be off my bill, but yet there it remains. I went to the Verizon store where there was offered no help with the exception that I "got" to use their phone to call customer service. The woman I spoke with on the customer service line was more concerned about her "minutes" (I am assuming they get timed for calls or something) than helping me. The bogus charge remains on my bill and this ongoing, annoying nightmare keeps haunting me.
So, I guess my question is, what now? I refuse to pay a fee for something I never did. Not only that, but something that other representatives agreed with me on so much that they had the fees "waived" (although that ended up being more figurative than literal). I want to get in touch with someone who will actually help me, get answers, and take action. I have never been so disappointed with a company in my life. Help!
