I have been trying to track down a customer service e-mail address or live chat with no success. I found the live chat link, but it was disabled on my screen. I am not able to speak with an agent or stay on hold while at work, so I thought I would post here. I noticed some of the other posts had responses from an agent and had hoped for the same:
My wife and I have been disputing the charges on our
phone bill for four months. Last month an
agent from the finance department offered to credit all late fees from our account
in the amount of $125.76. However, no
charges or monies were ever credited to our bill. My wife called again last night to discuss
the credit and the agent stated he would not comply with the commitment to
credit our account.
The agent was rude and insulting. He insinuated my wife was lying about the
credit although he admitted that he saw the note to credit our account. The agent (last month) at Verizon was the one
that came up with the credit amount of $125.76 last month, not us. Although we are still not happy about the billing practices, we agreed to the credit as a means of moving forward and dropping our stance.
Since the representative will not stand by Verizon’s
commitment to credit our account we have decided that we will not stand by our
contract commitment to pay any more to Verizon unless the credited amount
Verizon committed to us is honored. We
will simply move forward with another provider and sell the phones we have (my
phone is financed). Verizon stands to
lose thousands from simply not honoring their commitment and it is a
shame.
Please understand that this is not what I want and I don’t
mean this letter as a threat. My name is
the one attached to the account and I do not want the bad credit or the hassle
of moving to another carrier. However,
we cannot spend any more time or effort disputing charges. Our phone service has not been great either. The
whole experience has made our family miserable.
We just want Verizon to hold true
to their word and I think last night we got caught up in discussion with a
customer service representative that lacks decency and understanding and my exhausted
wife who has been dealing with this frustration for four months.
As I described in the introduction, the Verizon credit
was not honored and the representative last night made it very clear he had no
intention of honoring the commitment. Although
I still do not understand the charges I am willing to make good on my commitment
with Verizon and honor my contract. I
only ask that Verizon does the same.
I would love if someone in a decision making capacity would contact me after 5.30 pm (Pacific) and make good on the Verizon verbal commitment. We both stand to lose a lot. Thank you for your time.
