Two months ago I had an issue with my phone and Verizon sent a replacement. I returned the defective device immediately. They said they never got it. Tracking says they did. Then they told me, "oops, yeah we got it - sorry". Yesterday I got a text saying "due to a system error we applied non-return fees for your damaged device..." to the tune of $999.99. The text went on to say they actually DID receive my returned device and the charge would be credited back to my account in 1-2 billing cycles. But today, I got a text alert from my bank stating I had a charge go through for nearly $1200 from Verizon! WHAT?! I called Verizon and the agent told me they charged me for the (RETURNED) device fee, along with my regular scheduled monthly bill auto pay! He then told me he would reverse the charge, but when he tried the system wouldn't let him - because, he said, it included my monthly bill payment and that would cause my account to be late. Ridiculous!! I asked to speak to a supervisor. No supervisor available but one would call me back. That was hours ago and still nothing. Meanwhile, I called me bank and reported this because I did NOT authorize Verizon to debit my bank account for anything other than my monthly bill payment. It's fraud, plain and simple. The Verizon rep stated he would create a service ticket but it could take up to five days for the charge to be reversed - and meanwhile my bank account is $1200 short, causing other payments to not clear - costing me overdraft fees. Is Verizon going to pay those?? Verizon needs to step up and do SOMETHING to make this situation right.
I'm so thoroughly disgusted with the way Verizon treats its customers now. I've had several problems with my one-year-old Samsung Galaxy phone and it takes HOURS of time on the phone with them to resolve even the most minor issue (and even then, they can't, which is why I was sent a new device). I've been with Verizon for MANY years and their unwillingness to make this situation right is completely unacceptable. My next step is going to be to report it to our state consumer protection agency.
Verizon: Don't bother telling me to send a message to customer service like you do with other user posts. I've spent hours of my day already talking to your rep on the phone. One of your supervisors nees to actually call me back as promised.
Update: After spending another 1.5 hours in a chat session online with supervisor "Chris" - he/she told me they were looking into the issue -- and then just ghosted. No response after 40 minutes despite my asking repeatedly if they were still there -- and I finally ended the chat. So, I am now reporting this to the FTC and the FCC, for what it's worth. I will get my money back via my bank, and then I will be finding a new carrier. 15 years+ with Verizon and this is how they acknowledge customer loyalty. No thanks.
My complaint to the FTC was served and a member of Verizon's Executive Office reached out to me same day. My bank was able to do a chargeback for the funds Verizon took from my bank account without authorization. So far, Executive team member has been useful in getting the problem resolved.. It simply should not have required a complaint to the FTC to get results! Verizon seriously needs to improve its customer service - call center agents and supervisors are completely useless for anything but the most mundane, routine issue - and just disconnecting a call when they can't resolve a problem is NOT ACCEPTABLE, especially after keeping customers on hold for HOURS.
I too have the same problem. Iโve been a customer for 20 plus years which they thank me for and ASSURE me that the issue will be resolved within 24 hours. Iโm being charged for a non return fee. I have tracking and order number. Itโs been received. They acknowledge that. They canโt figure out where the problem is. $1300 charge for iPad. Total of 6 hours just talking and chatting with Verizon trying to get this resolved. One rep saidโฆ.I PROMISE you will have a reversal within 24 hours and I will PERSONALLY call you back tomorrow. Well guess whatโฆ. No callโฆno reversal. Escalated and still no resolution. Each time I have to start over. We will probably change providers. So frustrating
Your loyalty means everything to us, and I'm sorry to hear you have not gotten the follow through for this issue you deserve. We'll be sending a Private Message, so we can pull your account and see what's going on.
-Melissa
Right. No "private message" to be seen. Nobody has reached out to me other than the woman from your Executive Office, and only in response to my complaint to the FTC. Customer service is USELESS.
It took me making a complaint with the Federal Trade Commission (FTC) about this issue before I got an actual response from Verizon. A member of the Executive Team reached out to me within a few hours of the complaint being served. I also went to my bank and reported the charge as unauthorized, which resulted in immediate reversal. I strongly encourage you to do the same.
If I had a dollar for every time an agent patronized me and said "don't worry" with regard to resolving this issue (which they could not), I'd have enough money to pay off my phone.
Ah yes, donโt worry, Iโm following up on this, or my new favorite โdonโt worry you donโt have to pay Verizon for some monthsโ 1300 dollars still no refund, just credited to my account
The best way for you to get your problem resolved is to file a formal complaint with the FTC. Meanwhile, the FTC is our best strategy. They have an online form that takes only a couple of minutes to fill in, and it gets sent to Verizon right then and there. It took about 2 weeks for my issue to get resolved by the executive office, but it was during the holidays. Good luck to you.
The only way you are going to get the problem resolved is to file a formal complaint with the FTC. They have a simple online form that you fill out and it gets sent to Verizon right? Quick. Verizon's executive office reached out to me the same day I filed the complaint. It took nearly 2 weeks to get the problem resolved, but it was during the holidays so I gave them a little bit of a pass. Good luck.
Did you ever get this resolved? Please see my other comments on this thread. Contact the FTC and file a complaint!!
I had this same exact thing happen to me! Itโs been 3 weeks and Iโve gotten the run around since, spent countless hours messaging and calling Verizon customer service only to find out 2 weeks in that NONE of the CSRs filed my claim appropriately and that nothing had been done so far on my case. Even though one of those reps told me the money was in transit back to my bank account. I have been requesting updates every day with only a response of we understand this must be frustrating.
Iโm sorry this is happening to you, but the only rep that helped me was Sarah in the NLCR dept I believe. She is who caught that the reversal wasnโt started.
Have been a customer of Verizon for 20 years and this has made me want to leave more than ever once I get my money back.
Hello, Cbartel488. Thanks so much for sharing your experience and my apologies to hear of this. Could you provide more details as we'd love to assist and resolve this issue for you.
-Natasha
See my response to your other message- the biggest issue is all the other big carriers are just as bad. The best thing you can do is file a complaint with the FTC. Customer service agents are not equipped to deal with anything above and beyond the mundane. They literally can't. And the supervisors won't help. You either. File a complaint, and see how fast they respond to you then.
Hi Natasha, sure itโs been 1 month and still Iโm being told by multiple CSRs that they canโt figure out what to do. Iโve spoken with financial and told that itโs the CSRs fault. Iโd love someone to actually rectify the issue since Iโm still owed due to Verizonโs error.
Shockingly, someone reached out and asked for a moment to review. They disappeared and its now been hours with no response or follow up. Verizon's customer service is truly top notch lately.
Cbartel488, we are sorry to hear you had this experience and would like to continue to provide you with support regarding your account. Let me send you a private message to further assist you.
-Art
Wondering if you have gotten this resolved? I will continue to advise people on this thread to file a consu mer complaint with the FTC. If you are a Reddit reader, there are TONS of people on there complaining of this issue. It is fraud/theft. Federal consumer protection exists to do just that - protect us from these kinds of actions. I urge you to file a complaint with them (there is an online form, very fast and easy to complete) if you haven't gotten the issue resolved. Hopefully Verizon doesn't "moderate" (aka "censor") this comment like they did the last one I sent to you!!
I am having the exact same issues with a return that I packaged myself and sent off through U.P.S on Friday, January 3rd. I have all the tracking information so it said it was delivered to them on January 14th. Since then I have been given the run around by three different agents who said they did receive it, did not receive it, that a Motorola phone was in the box instead of the brand new Apple Watch 10 ( spoiler alert we do not have and have never had a Motorola Phone) and now that it could possibly be lost in their warehouse. I have spent hours on the phone with no resolution, promises made to be called back, they are escalating it etc but at the end of the day no solutions to how a brand new $499 Apple Watch is now missing but was received by their warehouse and it was confirmed by their staff on a recorded line.
We want to make sure that we provide you with the help you need with this return. Please continue our conversation via private note.
~Pam
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