Billing issues
Enthusiast - Level 1

I'm wondering if anyone has had the following issue. In June and July Verizon issued a series of credits on my account for unknown reasons. The result was a negative balance in July. The August bill inlcuded a repayment of all of the credits. I asked Verizon why I was issued the credits in the first place. They said they were issued by mistake. I asked if I could spread out the payments for the current bill over the next two months since it was unexpectedly high. I was told I could but I had to disenroll from auto-pay to do it. I was told that the auto-pay discount would be reinstated if I re-enrolled right after I made the payment, and that any fees incurred would be refunded, since they had no other way to make a payment arrangement with me. I did as instructed and disenrolled. When payment was due I authorized a payment and then a couple of days later re-enrolled in auto payment. When I did I was notified that I could only have the discount if I used a debit card. What? I'd been using my credit card for the past 11 months and received the credit. I called Verizon and the rep said that it was a mistake that I had received the credit and that I'm not entitled to it now. He refused to give me any credit in any way and said there was no way around it. When I pointed out that the series of erroneous credits that were applied that led to this problem showed that they could issue credits for any reason, he said I was not entitled to the credit and therefore he would not reinstate my credit. His supervisor said the same thing. The basis of my complaint is two fold. The first is that the agreement I have was set up using a credit card and it was never a problem until now. I feel I was tricked into disenrolling so they could charge me another fee despite reenrolling. The second is that the orignal auto-pay agreement says that I can use a credit or debit card and that there is no extra charge for using auto-pay. By denying me the credit because I am using a credit card Verizon is effectively charging a fee for the use of the auto-pay feature in violation of the terms of our agreement.

Re: Billing issues
Moderator Emeritus

Hi Ripple009,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.