On December 24, 2024, my family switched from another carrier to Verizon. The sales agent ordered multiple phones for us, charged over $1,000 to start, and provided a delivery date. Three days later, we received a text stating that the order was canceled. On December 31, we contacted the sales agent again, who claimed to have corrected the error. However, shortly after our call, we were billed another $1,000 incorrectly and had to wait months for a reimbursement.
We eventually received the items (four iPhones and four iPads) and set up our account on autopay. Everything seemed fine until we received a $1,000 bill in May. When we called about it, we were told our account was fine and to disregard the bill. We didnโt realize that a second account had been mistakenly created.
After receiving another letter for the same amount in July, I began calling Verizon multiple times, being transferred from department to department without getting any clear answers. In August, someone finally informed me that I had a duplicate account. They confirmed that no items were ordered on that incorrect account (*****) and there was no usage history. They assured me it was an error and that someone would follow up with a resolution.
A month later, without any follow-up, I received a bill from collections for $3,543 due to this erroneous account. Frustrated, I called Verizon again multiple times, spending hours on chat trying to resolve the issue. Last Saturday (September 27), I spoke with Verizon representatives who confirmed that the account was invalid and had no associated phones or history. They transferred me between departments, ultimately telling me there was nothing they could do and that I needed to dispute it with the collection agency myself.
I argued that this was a Verizon error, but they insisted I handle it. I called the credit agency to dispute the charge, and they informed me they would reach out to Verizon to confirm the error. Yesterday (October 3), I received a letter from Verizon stating they had been contacted by collections and were confirming that the $3,543 debt was valid. What?!
Iโve spent hours on the phone with Verizon today, from 8 AM until 9:48 AM, being transferred from customer service to fraud, to the loyalty department, and back again. I finally requested to file a formal complaint against Verizon. Unfortunately, no one seems willing to take ownership of this issue and resolve it. I was even advised to obtain a police report to support a potential fraud claim.
Several agents told me they couldnโt assist since the account was already with collections. The lack of empathy or clear direction from Verizon has been infuriating. Iโm beyond frustrated, and once this is resolved, I plan to leave Verizon for good. I wouldnโt recommend them to anyone, fearing they might face the same treatment I have.
FCC complaint for sure.
Start a new topic or ask questions in the open forum.
