I am having a really hard time with Verizon costumer support and I don't know what to do next.
About 1 month ago we transferred 2 phone numbers from a business account to a personal prepaid account through a phone call to Verizon because we had trouble making the transfer at the Verizon store.
The first rep we spoke to told us he needed to create 2 dummy accounts to facilitate the transfer. During the process we had to disconnect to get approval from the business account owner to release the numbers. When we called Verizon back they told us that the first rep should not have created a dummy postpaid account and we restarted the transfer process.
Our numbers were successfully transferred and we were assured we would not be billed for the dummy numbers since they were never activated anyway.
About a week later we received a bill for the dummy account. We never received a pin for the account and there was no email associated with the account. This create an authentication nightmare. After talking with nearly a dozen reps over a 6 hour period we were sent an email indicating that no amount was due and the account would be cancelled in 4-5 days.
Today (1 month later) we received another bill which indicates that the lines were disconnected and that there was an amount due (the same amount as the previous bill plus some disconnect fees).
We spent another 4 hours on the phone today and no rep could open the account without a pin number which we still do not have. No rep had a way for us to send them the email we received confirming the account was to be cancelled. No rep could access the account to confirm that there was no activity in the account. At the end we requested an investigation from the billing department.
Tonight we received an email indicating that the dummy account has been terminated but an amount is remaining due and it may be referred to a collection agency and reported to the credit bureaus.
I am trying to avoid having to go to.a Verizon store as this involves my elderly parents. What should I do? Is there any Verizon phone number that I can call to get a person who can deal with this situation? I have probably spoken to 6 departments so far and none have been able to resolve this problem. I was given a number for the fraud department but could not get an agent in the phone without a pin number
Hey there, Sallytemp, we're sorry to hear your transfer did not go as smoothly as we would like and we're here to help with your account! So we can better assist, we will be reaching out via Private Message.
-Lauren
This issue has not been resolved
Start a new topic or ask questions in the open forum.
