Billing issues
natwellman
Enthusiast - Level 1

where to begin?  I'm so exhausted I don't even want to write this.  I switched back to verizon a month ago and regretting it big time.  But fast forward the multiple 1 to 2.75 hour long phone conversations regarding misinformation, promises made but not applied, etc. to today when I finally saw my first bill.  What I need you to understand is that I have taken very detailed notes EVERYTIME I'M ON THE PHONE WITH VERIZON for whatever reason.  I have exact verbiage, dates and time, and the name of the person spoken to all recorded.  I'm now learning that we should all actually record our phone conversations with them because despite claiming that they are going to "make notations in account"  they don't.  Of the 23 phone calls to verizon in past month (about 18 hours total), not one of those people actually made notes.  So, each time the call, even if just a follow-up call regarding a previous issue, was like a first time call...having to once again reiterate the entire spiel to somebody who may or may not give you correct information or be able to actually assist you.   ANYWAY, onto my point of this post.  I was aghast looking at my bill.  I remembered being told to be careful about looking at my bill online, because that "first bill will look MUCH higher than it will actually be" so wait until you get the actual bill.  So, I did that.  But my bill was still VERY high.  I spent 2.75 hours on the phone (that was with 3 separate verizon support personnel)...the first two who told me that "sorry, those are the charges."  I refused to accept this because they were not giving me an itemized breakdown of the charges.  So third person went through the bill with me with a fine toothed comb, and guess what?  Verizon charged me $200 for a promotional credit (that I was supposed to actually receive as a credit, not a charge) and they charged me activation fees and monthly plan charges on 5 "temporary lines".  So, when you order a new phone, it comes with a temporary number attached to it.  That number doesn't really mean anything to you if you're keeping your old phone number.  Like all of us.   So, here's what happened...the order was placed on Friday for new service (and Lamar got approval with his supervisor to waive the activation fee on all 5 lines because normally they can only waive that fee on a couple lines) with verizon plus 3 new phones, and two trade in phones (so 5 new phones).  It was made clear that we would all be keeping our old numbers, just transferring them over to verizon.  Okay, back to saga...order placed on friday; phones arrived on saturday (kudos to verizon for one day shipping); new phones taken into local store on monday to activate.  All temporary numbers were also showing up in my acct, but "no worries...those will disappear soon."  Well, they still have not disappeared AND i was charged activation fees on all the temporary numbers AND on our transferred over numbers, plus charged for the billing cycle for all the temporary lines that were NEVER EVEN ACTIVATED!!!!!  Verizon attempted to charge me all that money as activation and plan charges on temporary phone numbers that were simply attached to brand new phones that I had for 2 days, but that were never activated!  Here's the thing people, the billing person who I spent almost 2 hours with was able to confirm that these charges are "errors" along with the $200 promotional credit that I was charged for, and put in a request to have all these charges reversed.  I was told that it will happen as these charges should have never been, but that I will have to wait until next billing cycle to confirm it.  Here's the thing.  I happen to be sick today, so I had the time to deal with this.  And i also happen to be sick and tired of verizon because this was truly the icing of the very rotten cake that I've been dealing with this past month.  So, I had the morning to kill being on phone with verizon forEVER.  But not many people have that luxury (like me all the other time I spent hours and hours dealing with them).  And I also now know (learned the hard way) to question stuff and demand answers.  I ALMOST dismissed this after being told, "remember your first bill will look much higher but don't worry" and because I literally could not BEAR to have to deal with verizon yet again.  But I needed to know why my bill was over $900 when my monthly bill should always be about $255.  Had I not persevered, verizon would have succeeded in stealing several hundred dollars from me!  Also, just FYI,I received an apple watch for free.  And upon agreeing to getting this watch, I made certain it was in fact “free”, because I don't really need nor care for an apple watch, but hey, if it's free, then why not?  “Yes, it’s absolutely free!”  During the process of trying to figure out all these charges that turned out to be "errors" (aka fraudulent charges...let's call it what it is), the guy assisting me discovered I'm actually paying for the apple watch, and when it's all said and done (at $9/month), I would've paid $299 for it.  Of course, I would've eventually figured this out because like I said, I learned the hard way and now question EVERY cent I'm charged with verizon.  But that is what I'm trying to get across here.  If you don't question every penny...DO IT!  I strongly believe that verizon is unethical and deliberately charges people with the assumption that many of them will get paid without question.  Again, the person helping me was just as confused and frustrated as me...he could only apologize and promise that all that money would be credited back to my account.  Holy moly!  I was told to NOT switch back to verizon by several people because they are so unethical and criminal, but I thought "oh c'mon now...it's a huge company...how unethical can it actually be?"  Well, hmmmm, now I know. Be careful!  Sadly, I am stuck with this company for the next two years, but they better be on their best behavior because A) I'm starting to record EVERY conversation, and B) I will demand an explanation for every single penny taken from me. 

7 Replies
vzw_customer_support
Customer Service Rep

I sincerely apologize for the experience you encountered when switching back to Verizon. I will be more than happy to assist on providing feedback to ensure we improve on this type of interaction. Please share with me if you have any other concerns that we can address?

-Rodney

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natwellman
Enthusiast - Level 1

did you even read my post?  What help can you possibly give?  I'm not asking for help...just warning other Verizon customers of potential ways Verizon will take our money. 

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vzw_customer_support
Customer Service Rep

I'm very sorry to hear you feel that way. If there is anything we can do, just let us know.   

*Ana

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gbw369
Newbie

I am on month 6 of fighting extra charges and trying to have credits applied.  I have to call or chat every single month.  I've spent a ton of time- my 2 cents- if you are within the 30 day window that you can cancel the service and get out of the contract, do so.  Go to Tmobile- they have better pricing, decent coverage and they can fix billing issues much quicker.  It seems that the Verizon billing systems are so darn antiquated that they can't do anything easily.  You think something should be simple, but it is apparently nearly impossible in their systems.   Just insane.  Doesn't matter how helpful the rep you are talking to is, either, they are hamstrung by their systems.  

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erobles1131
Newbie

I'm having the same issue!!  I was charged for the "set up and go" fee when the store person didn't even set up my phones.  I was also very clear with the store guy i didn't need and or want any of the perks (hot spot, cloud, NFL ticket, etc) but he added all the perks to both of my lines.   Thankfully i noticed this outrageous bill and started looking into it.  I was able to take all that off but still no compensation at all.

  I had to call myself to make sure my lines where ported over successfully when i had issues with the temporary number and the number i wanted to port over from ATT.   I received a text from Verizon stating my port was successful but really its not.  When i send multimedia messages it still shows the temp number.  They haven't been able to figure that out!! still waiting.   What gets me upset is this;  Out of two lines i was attempting to port over from ATT i  gave up completely on one and kept the temp number !!! .  Still having issues with sms/mms on my second line, two weeks later and nothing, multiple calls to Verizon reps, calls transferred left and right  (porting department, tech support, customer service)  Nothing.

If id known i would go through this just to get my service started with Verizon  i would've stayed with ATT.

Im still trying to get some of those fees taken off or credited back to my account its ridiculous!

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Ca416
Newbie

I have been dealing with this also since Oct 31  I was supposed to begging a free upgrade I phone13 for mom who is 94 but was on husbands line Le’s 74 has flip phone doesn’t want a new phone . Anyway they insisted I take the Samsung for him for free I got the 15 mind you haven’t gotten new phones in 6 years customers  gor24 years . They treat their new customers off the street better. Anyway I oaid449 dollars up front taxes they do all this stuff on iPad didn’t know I wound up paying for three phones . Been arguing with place but realized it’s not them. Was on phone litetdllly 6 hours trying to straighten our it’s been a night mate . Don’t use the Samsung charger 35 dollar activation fees never activated my Jon whose in Florida had to go two times to store still not right . I don’t know what to do now thete charging me for a smart watch  that I don’t have . I called the store again he’s trying help but I’m ready to throw the phones at them or maybe call 7 on your side . Now bill is 225 Dollars my husband doesn’t text he has a flip phone that’s all he wants   .Moms in Florida also that’s been a nightmare I’m in New York does anyone know what to do   ? 

 

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vzw_customer_support
Customer Service Rep

We definitely want to make sure that all your concerns about your devices and account are clarified, and we are here to help. We sent a Private Message to further assist you. ~Geo

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