Alright, I need someone from the US in Verizon billing to see this post and HELP! So we did the usual pay off half the device, return it, and upgrade to a new phone on one of our lines and as usual, things hit the fan—we were charged for the old device despite proving over and over the old device was received! This is now the second time in a row this has happened in the last year, and last time the same nonsense happened and the only thing that fixed it was an escalation that I can’t seem to get to happen this time around. I opened a support request as I did the last time, and I’ve chatted 6 times since 06/20 and every single time, I’m told the issue will be resolved within 24-48 hours and then within one hour, I get a message saying there’s an update to my case and the update is ALWAYS: “need more information.” I’m getting angry! Been a customer for 13 years and can’t get any help. And it’s also extremely clear the chat agents use American names but are surely offshore.
So now our bill is $519.35 higher than it should be and I am NOT paying it when VZW has the phone! The Verizon-provided tracking is
*****
Someone please get this issue escalated to tier 2-3 and help me get credited for this error!
Oh, no! Before anything, thanks for your 13 years of loyalty to the company. Verizon truly values your business. Dealing with account issues can be overwhelming, especially when it comes to your billing fees. Verizon is here to help.
For more billing/payment details, check out our guide: https://www.verizon.com/support/billing-and-payments/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
My opinion only, but these "upgrades" are marketing to get people to buy phones more often. Depending on how your previous device deal was set up - what I've been seeing these days is you get a phone which has to be kept on a particular service plan for 36 months and there's a credit issued to your account for it. Bailing out before 36 months for any reason means you have to pay off the remaining balance on the phone. I wouldn't be surprised in the least if the system thinks your getting a new phone after 18 months or so was leaving the previous deal early. Promos can't be stacked, so a trade-in discount can't be applied.
I have the exact same issue. My phone was confirmed received by Verizon over 2 months ago and now I’m unable to pay my regular bill without paying $488.80 I’m being charged for the phone I returned.
I’ve spent over 2 hours across 3 calls with Verizon support and been assured multiple times this would be resolved each week with zero progress.
I’d like someone to reach out immediately — perhaps the BBB can help!
Hello, Bbabilonia. My apologies to hear of this experience but rest assured, help is here. Let's work on getting your billing corrected. I have sent you a Private Message.
-Natasha
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