Back in October of 2019 we switched our consumer account over to a business account. In doing that we turned in a tablet that we were no longer using for the business. All of our billing had been on auto-pay to our credit card, and we had paperless billing.
We set up the business account and started getting our monthly bills, but noticed a 2nd charge from Verizon for $92.90. We contacted our business representative (who took about 3 weeks to get back to us) and she said she couldn't see any other charges. We contacted her again and still the same answer with delayed response.
I contacted customer support and they couldn't see anything on our account either. Finally I was able to reach the consumer side and get them to send me copies of the invoice and the tablet was left active on our old consumer account. They kept on billing us and we could not get it shut down for 49 months. I called and called.
Now, because they cancelled the account on the consumer side, the business side says the credit should come from the consumer side, but they still haven't issued it. They offered me 3 months. What about the other 46 months?!? I get mistakes happen. They need to fix this mistake as it amounted to $4,400.
I have called over a dozen times. Each call takes a solid 2 hours as I have to start on the business side, explain that I need to talk to the consumer side, explain the case and reference numbers, ask for a supervisor - but then still explain everything to the first person and then again to the supervisor. They all agree that the refund should happen in 5-7 business days. They need to talk with their supervisor and always promise to call me back on Monday. Nobody has ever, not once, called me back.
I went back to the physical store today to see if they can help and it's the same story. They agree, but it has to go through the billing department. They did suggest trying to call Executive Relations. Is there a number or email to reach that department?
Sorry for the long explanation - I'm exhausted with this process and just want a solution.
Jamie
