Billing

[Ccb410]

I have been with Verizon for over 10 years. My Father has always lived with my family and he carried our phone bill. When he passed away unexpectedly I called Verizon to disconnect his line and transfer our lines to a new plan. Verizon was higher than other carriers in our area but we decided to stay out of loyalty.

 I spent over 2 hours on the phone with the representative working everything out. Switching to a new plan. Disconnecting my father’s line, paying off our phones, and upgrading to new phones. I repeatedly asked over and over again so this monthly price you told me includes “this this and this” and listed off everything we talked about. Repeatedly she told me yes. She also told me for my father’s phone that they would be waiving the rest of the device payment due to the situation and I was grateful although I didn’t even think to ask.

A few days later I called to ask why my father’s final bill came in so high and the representative told me it was due to his device payment. I explained what I was told and he said he had never heard of that before. Becoming nervous I had him look over our account and come to find out everything she had told me was a lie. My monthly bill amount, the included perks, the upgrade promotion all of it was completely wrong. This was not some honest mistake. I repeatedly confirmed everything and everything was wrong.

The escalation representative said there was nothing he could do, and he admitted she lied to me. He then condescendingly said she didn’t lie about everything because my first responder discount was correct. My Father lived in my home and worked with me. We did everything together and I lost him unexpectedly after spending  10 days in a hospital watching him fight and lose. I am beyond shattered and I do not need this added stress right now. How this has been handled from the first representative to the escalation is unacceptable. No responsibilities taken at all for the blatant lies I was told. This isn’t a situation where I just didn’t understand what the representative was telling me. I don’t even know where to go from here besides straight to T-mobile first thing in the morning. 

[vzw_customer_support]

We are sorry for your loss Ccb410, and this is definitely not the experience we want you to have. We will be sending you a private message to better assist you.

~Freddy