Complaint

[VS18]

• I am a single mom. My daughter was in an accident earlier this year and has been on life support. I have struggled to pay my phone bill because of not being able to work full time due to my daughter being in the hospital and caring for my other two children at home as well. I could not keep my payment arrangement on 11/18 and talked with a representative on the phone who told me I could pay it on 1/1/2024. My phone service was suspended Christmas morning. I have tried to stay in touch with Verizon the entire time and keep them updated on my situation. Was told last week I could pay on 1/1/2024 and now I don't have phone service. My daughter passed away over the holiday and now I'm trying to plan her funeral with no phone service. I said I could bring cash to a Verizon store on 1/1/2024 - After I get through my daughter's funeral. They would not help me. I am a struggling single mom asking for help and they would not help me

[vzw_customer_support]

VS18, I am so sorry for your loss. My deepest condolences to you and your family for your loss. We absolutely understand the need to stay connected, and are sorry to learn that your service has been suspended. We'd be happy to take a closer look at your account right away, and help review options. To better assist, we'll be sending a Private Message. 

~Izzy

[VS18]

My service has been suspended again.  I am still trying to get through my daughter’s funeral and all the difficulty of the last few months with her being in the hospital on life support after her accident   For as long as I have been a Verizon customer I cannot believe they will not work with me on this to help me keep my service connected.  I did have a Verizon executive respond to me but only after I complained to the Better Business Bureau.  I will not have the money and physically be able to go into a store to pay in cash until 1/1 and I am sure their stores will be closed that day.  I understand my collections cannot be stopped on the account due to me being past due at this time but I have kept in touch with them and was under the understanding I would have service until at least the 1st.   I have also requested that they unrestrict my account so that I can at least try to make a payment online on the 1st of January (or even sooner if possible with help from my family.  But have had no response on that either. I desperately need my phone service to be restored for myself and my kids.  I am usually not a complainer but this is  an impossible situation and I would not wish it on anyone and I just need help.