Account credit and correct billing
GOALER
Enthusiast - Level 1

I have been trying to resolve a phone trade in and account credit issue for almost 9 months.   Every month I chat with a different customer service person who says they can help me and it should all be good with the next bill.  It never is.  Who can I reach out to for resolution?   I feel I am explaining myself every month and I get told don’t worry - I will get this resolved.   So very frustrating to have to deal with customer service like this….

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3 Replies
Drusus
Newbie

I've had similar issue I purchased a phone online as well as a plan paid for it with a bank debit card chose to pick the phone up from a store nearby but when I went into the store to pick up the phone I did not have my ID and although I had a large printout picture copy of my ID my birth certificate as well as my social security card as well as numerous other non-government IDs with my picture and my name on them the store associates would not allow me to get the phone which seems kind of backwards to me because if I can have the phone shipped to me I don't have to show an ID not even have to show my face but if I come to pick it up in the store and I show you the debit card that I paid for it with as well as numerous other IDs that I have that is me I can't get it but that aside so I left the store without getting the phone and spent all day on the phone trying to sort it out and eventually come in the resolution to just cancel the order and get my money back and was planning on reordering a phone however when I spoke to my first of many many customer service Representatives they informed me that they could not cancel the order remotely that it had to be done in store and so that after 3 days if I did not pick the phone up that the order will be canceled automatically so I waited the three days contacted customer service and this began a very unhelpful and stressful 3 months of back and forth with customer Representatives each time I call I get a different representative and therefore I have to explain the situation again as well as filling them in on details that have been added her my last conversation and this post could go on for pages if I had to explain every monotonous situation that I've been put in with these customer service representatives I've had an instance when I speak to a supervisor that supervisor will do this or do that with the computer and look here and look there and then he'll inform me that he's going to transfer for me to this department and he's going to he's going to feel this department in on what's going on and so when I get transferred to the next department the person picks up and when I say "did the supervisor feel you in on what's going on" they tell me "I don't know I didn't they just transferred you here I don't know what's going on" and they asked me the same protocol type questions almost triage for customer service if you will I've had them tell me they're putting in a ticket to cancel the order and my refund should be there within 3 days 3 days will go by and nothing happens I call him back and they we start back from scratch and I have to explain the whole situation again I've had him tell me that the ticket they put in it can't go through for this reason or for that reason you know I've had them tell me that they can't find the number to the store they can't even contact the store to talk to them I have literally heard every single excuse or pitiful answer that does nothing in the way of provide a customer a simple $88 refund for a phone that on their books has been canceled for months yet I've yet to receive my money to the point to where really it is making Verizon wireless appeared to be one of these slimiest companies I have ever encountered people have told me and told me and told me don't go with Verizon and don't use verizon and I did not listen and now I see why and I have dealt with this for a three and a half months and that is to the point it sounds ridiculous and overkill but I am going to call channel 5 news every *insert explicitive* day until this kind of stuff is broadcast across the United States because when a customer cannot get his $88 back which seems miniscule on the eyes of everybody I'm sure but that $88 is a lot of money to some people and it put me in a really bad spot because that $88 turned into another little bit of money I had to spend to get my son a phone that he needs and I don't know if I wrote this post event I don't know if I wrote this post hoping somebody would read it I don't know why I wrote his post but if some resolution comes out of it in the form of me getting my $90 back then I would be extremely happy and I am willing to provide any and all information related to this problem that Verizon needs I have documentation I have phone records I have a whole lot of  words that come from just straight experience that I can offer them to help them find me some as I said before resolution, so Verizon wireless community members someone please help me help everyone so this problem doesn't continue to happen because this is absolutely not behavior that anyone would expect from "the world's leading coverage provider" as you so oftenly pitch to people on your commercials because how the (word I wanted to use wasn't allowed) can you expect to provide coverage to people across the nation you can't even provide a refund and it appears are stealing peanuts from potential customers how does customizing wireless out well

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vzw_customer_support
Customer Service Rep

Drusus, we're sorry to hear that you're having problems getting your refund. We want to make sure this doesn't keep happening and we'll do everything we can to help. We're going to send you a Private Note so we can gather more details.

~Jesse

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vzw_customer_support
Customer Service Rep

We want to make sure you're getting every single credit owed for your trade-in. We're going to send you a Private Note so we can gather more details.

~Jesse

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