I’ve been a Verizon customer for over 2.5 years and recently discovered an unauthorized $25 Home Device Protection charge on my bill, totaling about $700. Customer service verbally assured me that a $25 monthly discount would be applied for two years to correct the overcharge, though the confirmation email didn’t specify this.
Today, I found the charge still on my account. When I called back, Louise informed me that the discount would only apply for one year and advised me to “keep checking” and call back if the charge reappears. I explained to him that this discount would only cover $300 over one year, which is insufficient for the total $700 I’ve already paid. Additionally, I won’t see the bill in my account after a year, so I’m concerned about how I’ll claim the remaining credit after that period. Unfortunately, Louise could not provide an answer, nor would he connect me with a manager. He seemed to think it was reasonable for me to keep monitoring my account and calling back, despite this being a system error on Verizon’s end.
Spending over an hour on hold and discussing this issue each time is frustrating and feels like Verizon is intentionally making it unnecessarily difficult to recover my funds.
Could you please help ensure this is permanently resolved?
Sukanya
