Billing

[ohreleigh]

I have an issue that's been ongoing since February with zero luck getting this resolved with the Verizon customer support team - here's a snapshot:

• February: my minor aged daughter lost her phone number of 5+ years when it was 'hooked' by Verizon to a temporary phone number issued to a new customer transferring from another carrier.
  • This was sorted out after a couple of days and a few hours on a 3-way call with Verizon and the other customer.
  • IMPORTANT TO NOTE that my daughter was put in a safety risk situation and was also receiving confidential/ sensitive text messages meant for the other customer who is a Funeral Director.
• March:  new charges unrelated to my daughter's phone line that are linked to the above issue.
  • Upgraded plan - this was resolved by the CS agent and the correct billing and credits applied to the next billing cycle.
  • New device agreement - it's clear from the contract that the name and phone number on the agreement aren't linked to my daughter's phone number or me as the account owner and instead is tied to the new customer:
    • 20+ hours on the line with Verizon to get this resolved but still no resolution and in most instances I was on the phone for 2-3 hours.
    • spoken to 30 odd agents and passed back and forth through to 5+ departments.... note that each time I had to retell the issue even though I have a case number with all of the detailed notes.
    • when I'd finally get transferred to the 'supervisor' level of support, which happened on 3 occasions,  I was placed on hold for 30-45min after connecting with them then the call ended without a call back twice and the other time she just transferred me back to tier 1 general support without listening/comprehending the issue.

I come from a CS managerial background of 20+ years and this is honestly the worst experience I've ever had.  The tier 1 support team were friendly and tried to take ownership to resolve the issue but due to the lack of tools and empowerment to take action it left them with the only option of trying to escalate the issue which happened without success.

2 Things that need to be resolved:

• reimbursement of device agreement charges not related to my account.
• removal of the device agreement not related to my account.

My family have been Verizon customers for over a decade and after this experience we're rethinking our loyalty.

Thanks in advance to anyone that can provide support/advice!

[vzw_customer_support]

ohreleigh, the last thing we ever want is for any of our customers to experience so many issues in such a short amount of time, and have to spend so many hours speaking to so many reps. We want t make sure we take care of any pending issues you have ASAP. We're sending you a Private Message shortly.

~Jesse

[ohreleigh]

Thanks for your response, Jesse,  but nothing has  been resolved and the reach out via 'private message' wasn't helpful.

I've filed a notice of dispute (https://www.verizon.com/about/nod/notice-dispute-form) and will escalate to fraud if/when needed.