For over two years, I’ve been a Verizon customer. But after what happened today, I need to warn others.
The Payment That Vanished
On February 21, I paid $255 to cover a past-due bill through Verizon’s payment plan. I used my debit card to avoid issues, since their system kept trying (and failing) to pull money from a bank account that I am in the process of closing. I contacted Verizon within an hour of the start of this issue, and a Verizon chat agent assured me everything was fixed.
But on February 27, Verizon shut off my service. No calls. No texts. When I called to ask why, four different agents over 1 hour and 41 minutes told me to pay again or set up another payment plan. One even said: “Your $255 paid your future bill – not the overdue one.”
The Runaround
I felt trapped. My mom passed away last September, and I’d been handling her estate. The stress made it hard to fight, but I kept explaining:
- “I paid what I agreed.”
- “This is a clerical error and your end. I don’t understand why I need to set a payment arrangement for something that is not due.”
Agents transferred me like a hot potato. One tried charging me $10 just to talk about fixing their error. Another claimed I owed $263.69 “to reconnect service” – the money that is not yet due.
Sharif to the Rescue (Sort Of)
Finally, I reached Sharif in billing. He actually listened. Here’s what he fixed that day:
- Restored my service immediately
- Waived all late/reconnect fees
- Found my missing $25/month student discount (gone since Sept. 2024)
- Spotted overcharges on my “free” iPhone 14 and Galaxy phone promos
But Sharif couldn’t fix everything. He had to file tickets to get back:
- $150+ from six months of missing student discounts
- Refunds for phone charges that should’ve been $0/month
The Unfinished Business
Verizon’s mistakes cost me time, money, and peace of mind. Worst parts:
- Student Discount Ghosted: I re-verified my ASU enrollment in Aug. 2024 via ID.me. Verizon still dropped my discount.
- Phones ≠ Free: My iPhone 14 Plus ($24.99/month) and Galaxy S20 Ultra ($17.91/month) were supposed to be $0 under promo deals. Bills show I’ve been overcharged since February 2024.
- Grief Tax: Dealing with this while mourning my mom made everything harder.
My Plea to Verizon
Sharif promised a follow-up call on March 5. As I wait, I pray that Verizon:
Refunds all overcharges
Apologizes for the stress
Trains staff to FIX problems – not push payment plans
To the other folks
I’m sharing this because no one should face 4 transfers and a payment arrange for money not yet due to resolve a billing error. Verizon’s system failed me, but Sharif gave me hope.
Final Thought: Companies mess up. What matters is how they make it right. Verizon, you’ve got my money. Now earn back my trust.
—
J.R. Lambright
Jasper, TX
Verizon account holder since 2023
