Billing Overcharge and customer service

[boston1751]

I have been paying insurance for two I phone 11's for probably three years, one I phone broke and was unrepairable, as deemed by Verizon/Assurion.  After  some runaround the Phone was finally replaced, Verizon did not ship me a new phone they shipped a refurbished one.  There were no instructions  of what to do , how to activate etc.  No instruction of what to do with old phone, which I later found out it was supposed to be returned. I found this out after receiving my next bill which was charging me $$585.44, I was not very happy.  Now comes the Customer service runaround, on June 4th I called customer service  with my concerns, speaking to someone offshore named Ganesh, who spoke broken English. He informed me I need to send the defective phone back to their facility in Texas, he emailed me a shipping label, gave me instructions and assured me the charges would be removed. Ganesh assured me he made note and arrangements with my account so I would not be responsible for this charge.  On June 6 it was dropped off at UPS. On June 11 at 10:30am the phone was received at the Texas location. On June 20 I went into my account only to find the additional charge was still there with the reason "Device not Returned".  Immediately I called Customer Service again and spoke to someone named Julie, after going through hte whole spiel again with her, she put me on a lengthy hold and contacted Assurion to have the charged waived because she could see that the phone had been returned. After getting back to me she assured me the charge would be waived today and I would not have to pay the additional charge. She also said she would call me back at the end of the day with an update.  She never did.  At the end of the day I went back into my account and the charge was still there.  I called Customer Service again and spoke to Juan, went through the whole scenario again, he saw all the notes on my account from the previous two calls .  After another lengthy call he assured me he made all the necessary arrangements so I would not be responsible for the additional charge and to pay only my normal bill along with telling me I could pay it on the normal due date of June 23 or wait till July 1.  He said he made the necessary arrangements for this payment.  Now the best part. About five minutes after the call ,I received a text message and e-mail from Verizon stating I agreed to pay  $765.40!!    Verizon what is wrong with you?!   I am fed up, please give me a good reason why I should continue with Verizon service.    My current opinion of Verizon Customer Service is ZERO, the right hand does not know what the left hand is doing. No one follows up or does what they say they will do. A lot gets lost in the translation with the use of offshore customer service reps.  I'm very frustrated and would not recommend Verizon to anyone  at this point. 

[vzw_customer_support]

That is definitely not the experience we want you to have with our service. We'd like to help and take a closer look to your situation. I'll be sending you a Private Message, please reply to it, so we can get started.

~Maria