I am writing because I received a negative remark on my credit score due to Verizon's inadequate customer service. I had someone come out to my home and sign me up for an internet service with a free trial in October of 2023. I never unboxed nor set up the modem. It was a nightmare just to contact someone to get my account information to just cancel the service because the gentleman that signed me up had my address wrong and because I never registered, it was hard to verify my account. I called 20 times between December 2023- March 2024 trying to get a return box sent to me with the appropriate labels. I tried to return the device before the trial ended and was told for a month and a half that you all would be sending me return packaging Mind you, I went to the closest Veriozon store and tried to physically turn the device in and was rejected. After the 20th time calling to check the status of this box that I needed to use, I begged the rep to just email me the label. They did. March 27th I went to the UPS store and shipped the device. I call Verizon and provided the tracking number which they documented and confirmed they received in the device in Texas on March 29th. I was told that the device fee of $200 and the bill of $217.62 would be removed from my name and it would be zeroed out. April and May i received a bill and called several times to get this resolved. Fast forward to June. I got another bill and called again and was assured that the $217 was to be removed. A couple days later, I got a notification that my credit score dropped due to a negative remark. It is the Version. My Score dropped a substantial amount. So much so that I can not buy the home that I was planning for. I called again and was not very nice to the person I chatted with and they transferred me. I was told by the person that I was transferred to, that the person that I chatted with last week did not submit the correct ticket to the correct department to close this. I was told that he filled the correct ticket but there was nothing they could do about my negative impacts on my credit score. I tried for months calling and providing everything i needed to and Version has no accountability for their error. Need to see how i can get someones eyes on this.
Pwilliams345, we're terribly sorry to learn of your experience. The last thing we want is for you to be billed for a service that was not used, and that you had attempted to return within the return period. We'd love to take a closer look into this right away. To best assist, we'll be sending a Private Message.
~Izzy
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