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Verizon refusing to resolve issue

So, back in January my line was temporary suspended for less than an hour due to the fact that Verizon had a miscommunicated to me a date for my promise to pay. Basically I told verizon I'd pay on the first, they put in their system the 21st. Come the 25th they disconnect me, I call in they said sorry I said fine, let me just pay now on my credit card and I'll pay the card off. They apologized and said their mistake.

Come today, I go to edge up early and they say I can't due to my line being hotlined. I find out that despite them admitted to the mistake, my account was still flagged as "poor history" essentially.

I had the dates I spoke with the CSR rep and their name but they still refuse to assist. CSR is very unhelpful as is their supervisor. Financial department sided with me and even sent up a request to have it changed and that was declined as well. They wont let me speak with who is declining though.

Is my only option to file complaints with the BBB, FTC and FCC?

I've had 10 years of service and this is the first time they've done me like this.

Comments

Momma23dogs

None of the above...

They go by the computer, which has you unable to pay the full amount on time 5 months ago. Suspension and late payment is all the computer has on record. Both would effect your standing.

Of course the reps were apologetic when you called about suspended service. They say what they need to to calm down annoyed customer. Frankly the "I'm sorry..." routine is annoying and not genuine.

You need 6 months good payment record. So wait till next month.

jdedeaux

I understand where you are coming from but standing idle is for passive individuals who accept blame even when they are not wrong. Why would I do that? I plan to take every step possible to ensure the situation is rectified.

Verizon admitted the mistake. Why should i be punished. It will be July 26th before I'm eligible that's two months away. It's not right

Momma23dogs

I Don't think you get it. You paid late. It isn't about the suspension. That's the immediate consequence for not paying on time.

being hotlined for 6 months is the long term consequence For paying late.

jdedeaux

Did you ignore the part that it was set up on a promise to pay? That promise to pay was due on the 1st of Feb. The CSR put the 21st in the system so of course to them I paid late. Two financial service supervisors confirmed this but the core department won't budge.

Now I know you didn't read my post.Why did you even answer if you're not going to read it?

jdedeaux

A promise to pay means I promise to pay on said date and they promise not turn turn me off on that date. It's a battle of my word vs. theirs.

mflandshark

@mama32dogs is right becasue of the fact that you had a late payment. With the fact that the payment was more than 8 days past due (even if you had the arrangement set up) that messes up your shot at the edge program for the next 6 months. It goes off of your payment history not just hotlines.

jdedeaux

Mflandshark, I appreciate the response in a manner that wasn't so condescending like the other respondents. I'm on the phone with verizon corporate after e-mailing everyone from CEO down and they are taking care of me. Also, you are correct they look at payment history in regards to edge eligibility, and the only thing that negatively affects your "ability to pay" as they call it is hotlines/suspensions and late payments that are seriously delinquent (30+ days). 8 Days, in this case would not do that per corporate.

jdedeaux

P.S.

VZW corporate is working with me on this as they realize the issue can be seen as erroneous on both ends. They have been in contact since this AM. I advise anyone who has had similar issues to be persistent and take what "contributors" on here say with a grain of salt as they are not VZW employees (unless noted) and have no idea what they are talking about sometimes.

flutterfly8497

Hopefully you can get what you want via corporate management. However, I am curious why you came to a "Community Forum " for advice if, as you say, contributors are not employees unless identified as such (which is actually not the common perception of angry customers met with replies from dissenters of their opinions), who many times don't know what they are talking about.

There is another point I am wondering about. Was the promise to pay supposed to be Feb 1st and service suspended on Jan 25 because the promise to pay was set for Jan 21?

jdedeaux

Yes, they transposed the numbers. It was supposed to be the First and someone put the 21st in the system.

To mama23dogs and mflandshark. I just got off with Verizon's corporate office. They were very helpful, apologetic and understanding. They have fixed my account and took care of me. If you want proof I'll post a screenshot of my account saying I am eligible to "edge up". Thanks for telling me "I was wrong" which just gave me the motivation to prove my innocence.

Thank you to Verizon Wireless Corporate and Executive team for taking care of me personally. The office of Dan Mead, CEO was very courteous and attentive to my issue. They were the ones who called me directly.

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