Billing Issue

[JohnnaNoll]

I had a very messy phone upgrade.  After the first upgrade the phone was sent to a a shipping facility iin a completely different state.  The tracking information said that they returned it to Verizon - yet Verizon claimed they didn't receive it and tried to charge me for it.  I have to pay a second tme for the phone and they said they would credt my account when it was received.  They never did - I had to call to have it done.  then my new phone finally arrives (a month later).  We activate and think all if fine. The bill comes and we were charge for not returning the phone and also iin the same month we joined one apple watch to the account and they charged us twice for the same watch shared to the same number.  I called customer service and they were able to reverse the second watch change and send the  reversal of the one time phone charge back for crediting.  I had to call again the following month as the charge was not reversed.  I needed to escalate to a supervisor who told me they wouldn't reverse the charge and insistanted it could not be a mistake from verizon. He called himself the "Ultiate Authority at Verizon" and there was not other person higher than a floor supervisor who would take calls from the public.  What?  OUTRAGE!  I am disputing the auto payment charge from the device and recording the attempts I make to have it resolved.  Andy, self proclaimed "Ultimate Authority at  Verizon" supervisor told me this was the only way to have a "higher authority" reach out to me personally to resove this issue.

Not intended to be a public issue, rather seeking a call back from a supervisor who can help. (This is what Andy advised.)

[vzw_customer_support]

Hi JohnnaNoll, thanks for bringing this to our attention. That is not how we wish to do business. We would love the opportunity to make things right. Please respond to the private note we'll be sending to get started. We are here to help! -Red

[JohnnaNoll]

Hello Red.  Still looking to receive a link to speak with you.  Where might I find this?

[SynthpopAddict]

@JohnnaNoll , if the Vz agent sent you a private message, it would be under the envelope icon at the top right.  If you're not seeing it on the app, try scrolling up and to the right since it's to the right of the "Ask a question" button.  If there's no PM in your inbox or the timed link to get into a live chat has expired, you can either send a PM to @vzw_customer_support  by clicking on their picture in their post above and use the "send message" button, or use the live chat function in My Verizon.  Type "live agent" to get past the AI bot.

[JohnnaNoll]

Where might I see this private note?  

[JohnnaNoll]

I spoke with a floor supervisor named Andy, after being transferred by a customer service agent who was unable to solve my problem.  Andy was not willing to understand or problem solve.  He was firm that the customer service agents involved in the original phone upgrade in question could have made a mistake.  Andy refused to provide me with his employee ID number after he said he was "the ultimate authority at Verizon" and no one higher than him takes calls from customers, including his direct supervisor.  Throughout te course of the call Andy contradicted himself several times, further suggesting that customer service agents can make mistakes,  My argument is that I should ot be held responsible for the mistake of a customer service agent.  I asked to be provided with the recording of that original call to verify and Andy told me I would have to subpoena them. (Wow - where did that come from?)  So, I asked consent to begin recording the call.   He declined consent.  When asked why Verizon can have access to recorded calls but not me he said that every company in the US would require a subpoena. So, I asked if he aquired this information as part of the training related to his job description. His response was no, yet he could not say where this information was garnered.  If he is unsure of something, he should admit he is unsure how to go about something and direct me to the proper authority not make stuff up.  I am extremely aggravated that Andy made a decision today as the  self proclaimed "ultimate authority" at Verizon and that decision was different that the supervisor who had a completely different response last month.  Hmmm.  I guess I should assume that since Any is the Ultimate authority at Verizon he must be right that no customer service agent could make a mistake.  Andy was the most frustrating, arrogant, rigid, non-problem solver and should not be a floor supervisor was explained at the beginning of the call.  I wonder how many floors take calls and how many "ultimate authorities there are and how they can make different decisions with the same circumstances.  Clearly this is not part of the training to be a floor supervisor but yet they learn that a customer must subpoena their own phone record.

Andy told be this forum was the place to submit a personnel complaint.  So, I am not expecting this in a public forum rather a phone call back from someone who can assist me in muddling through the conversation with Andy.

[JohnnaNoll]

The customer service person I spoke with said this was the only way to have someone e from Verizon reach out to me.  Why have I not had someone from Verizon reach out?  It has been 5 days now. 

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support we were able to resolve the issue related to other charges with the upgrade. If you encounter a device balance being billed, there’s a few common reasons that can occur. A device expected for trade-in or being turned in, was not received. Service on that line ended and there was a remaining device balance applied to the next bill. Or payment made on the remaining balance failed.

You can learn more about device payment plans and how they can be upgraded and paid off, with this FAQ: https://www.verizon.com/support/device-payment-faqs/

If you need any help with a billing or device balance issue, please contact us for support.  -John