Billing Error and Business Line Interruption

[TOPONEBUILDERS]

Dear Verizon Support Team,

I am writing to formally address an ongoing issue with my business account number ending  ***** that has resulted in incorrect billing charges exceeding $2,000 and repeated disruptions to our business line. This situation has caused significant financial losses and a serious impact on my business operations.

On January 7, prior to my trip, I contacted Verizon to request the activation of the $100/month International Plan for the entire duration of my stay abroad. However, Verizon only added the plan starting from January 13. Despite this, I received a confirmation text upon landing in Mexico that the $12/day International Plan was active.

Upon landing in Mexico, we received the following message on all devices: “A new TravelPass has been initiated, and a $12 daily fee will be applied to your account.” This confirmed that the $12/day International Plan was active.

A few days later, my business line was unexpectedly disconnected. When I contacted customer support, I was informed that the line was disconnected due to “high usage” because the phone was outside the U.S. without an active International Plan. This explanation is inaccurate for several reasons:

1. I followed the proper steps to activate the $100/month International Plan before my trip, and the $12/day plan was confirmed active prior to January 13.

2. My other two lines, which were also used abroad, were not affected by similar issues or additional charges.

3. Verizon representatives acknowledged that this was a system error during several support calls.

The situation escalated on January 21, after I spent over 4 hours on the phone with customer support. A representative confirmed that this was a system error, informed me that the charges were being disputed, and assured me that my line was restored and the issue would not occur again. However, on the morning of January 22, my business line was disconnected again.

We called customer support once more and even visited a physical Verizon store. After several more hours on the phone, the line was restored again, and I was given the same assurance that the issue would not repeat. Despite this, no one has been able to provide any clarity on the specific bill that supposedly caused the disconnection. I was informed that the bill in question will not even be available until February. If the bill is unavailable, why was my line disconnected prematurely?

To make matters worse:

• No one in the billing department knew how to handle the situation or could provide a clear resolution.

• This entire ordeal has resulted in lost clients, lost revenue, and hours of wasted time.

• We have been loyal Verizon customers for over two years for our personal lines and nine months for our business line, and this experience has left us deeply disappointed.

Given the circumstances:

• Verizon confirmed this was a system error on multiple occasions, and I have recordings of these conversations.

• The charges and service disruptions were caused solely by Verizon’s mishandling of my account.

• My business line, which is critical to my operations, has been repeatedly disconnected without justification.

I am requesting the following actions:

1. The immediate removal of the $2,000+ charges from my account.

2. A formal acknowledgment of the error and an explanation of why the bill in question was used to justify the disconnection.

3. Assurance that my business line will remain active without further interruptions.

This experience has been unacceptable and unprofessional for a company of Verizon’s reputation. The lack of accountability, the repeated service disruptions, and the time wasted trying to resolve this issue have caused significant financial and operational harm to my business. I trust Verizon will take swift action to resolve this matter fairly.

Please confirm the resolution of this issue as soon as possible. Let me know if you require any additional details to expedite the process.

[vzw_customer_support]

Hello TOPONEBUILDERS, We’re truly sorry to hear this – we value your business and want to make things right. So we can better assist, we will be reaching out via Private Message.

-Dee