Hello - here is my story
Nov 2021 I purchased a Google Pixel 4XL online from Verizon, when I received it, it was unable to be activated, I took the phone to the local Verizon store and they also were not able to activate it. We were told to send it back for a replacement, we did and they received the broken device back on Nov 20th 2021. They sent out a new device straight to our Verizon Store and it was activated and paid off October 2022. We decided to switch to another carrier. When we did, we kept receiving a bill from Verizon, after a customer service person investigated, it was discovered that we had been charged monthly for the original returned device. He apologized and started the refund investigation and told us we would have our money back in 3-5 business days.
We called and were promised it would be resolved in 3-5 days -
On Jan 4th 2023 Verizon debited our account and additional $359.88 to payoff the returned phone - leaving us owed 568.98. So instead of refunding us our original $209.93, Verizon took more money.
We called and spoke with a Customer Service person and we were promised we would have all our money back in 3 days. That was Jan 5th.
After hearing nothing, we call back on Jan 17th - another investigation was started and we were promised our money and a phone call in 3-5 days.
Jan 23rd 2023 - after hearing nothing, we call back - another investigation was started and we were promised our money and a phone call in 3-5 days.
Jan 30th 2023 - after hearing nothing, we call back - another investigation was started and we were promised our money and a phone call in 3-5 days.
Feb 13th 2023 - after hearing nothing, we call back - another investigation was started and we were promised our money and a phone call in 3-5 days. We are also asked to provide our CC info to make sure the refund goes to our account.
Feb 17th 2023 - after getting no money we called in and were told that because the refund amount is over $500 - we will have to wait another 7 days for a investigation and then 3 weeks to receive a check.
Wait so they told you they would issue a refund, but instead of issuing the refund they took even more money - enough to put the total amount over $500 - and are now saying that because it's over $500 they have to go through another procedure to process the refund? Wow - that does sound like a nightmare. I had heard Verizon's customer service was horrible but this is stupendously bad.
These problems result from Verizon "streamlining" their processes - not to make things more helpful for the customer, but to maximize profits. It's a painful reminder that as a publicly-traded company, Verizon's duty is to the shareholders, not to those who contract their products and services. Soon enough even the "customer service" positions that inform you of the policies will be eliminated in favor of AI-based chat bots - that transition is already underway. They ultimately don't even have to abide by the policies set by the FCC - policies already favorable to Verizon thanks to lobbying - because who is going to sue? They figure you'll just give up and switch to a different carrier. I hope you get your refund!
Good Afternoon! We will be happy to look into this further for you. Can you please send us a Private Note?
*Candice
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