How does a Verizon Wireless customer escalate a complaint?

woz1971

I need someone higher than a supervisor at the customer service center to handle my complaint.  I have spent hours and hours trying to resolve a situation from November regarding a $738 missing payment.  No one ever calls me back.

deloused

Does the account number the payment was applied to on your receipt match your actual account number? Usually if a payment clears but doesn't appear on an account it's due to error and could be misapplied to another account, not just in limbo which makes it much easier to correct by removing the payment from the incorrect account and adding it to the correct one.

Retail sales or customer service employees nor their higher ups can actually move/adjust or correct payment errors, only their treasury department can when a CS employee submits the request form on your behalf. It sounds like that might not have been done yet, they'll just need the payment details and receipt info.  The great news is you have your receipt, too many people don't save or take them, and while rare they definitely come in handy in times like this. The treasury department can verify your receipt information, locate where the funds went I fully cleared and correct the fund placement to your account. You shouldn't have to go thru such hardship to get this corrected of course, but you might need to explain the issue simply and clearly particularly if the person helping you is new or hasn't dealt with such cases before. Like- 'Hey I submitted a payment in XX amount on XX date at XX location using XX payment method, it cleared my bank and still hasn't reflected on my account. Please submit a request form to the treasury department to correct the error." It can take a few business's days but other than that should save on some hassle.