Charged for a phone that I bought outright.

[dolamyt]

I am just putting this up here because maybe it will be seen and fixed by someone who has some power to fix something at this very dysfunctional and frustrating company: 

I am a new verizon customer who switched to Verizon on July 2, 2023. I paid for my phone outright, minus the promotional discounts. However, the verizon retailer who sold me the phone was highly incompetent and had to cancel out the initial order, initiate a refund, and then do a new sale. In the process, they managed to 'lose' all of the incentives, unbeknownst to me. The employee realized her error at some point, contacted me, I gave her access to my account, she said she had corrected it.

 

Imagine my surprise when I looked at my first bill and found that your corporation claimed I owed it 720 dollars for a phone that I paid for outright. i immediately contacted your customer service and after multiple sessions, I was informed that this was fixed but it would take two billing cycles to complete.

 

The next bill arrived and in no way had I been refunded for the additional payments I was being forced to make to you for a phone I had purchased, but it appears that that customer service agents promises were not accurate. I was told this week that it was being handled, but on contacting verizon again, the customer service agent, despite claiming to have "notes" feigned ignorance on much of what has happened before. Finally, after they told me they wanted me to drive three hours to the store I made the purchase at, I said the right combination of words that made them understand what had happened. They said they could fix it but they can 'only process this manually' which requires me to monthly log-in, talk to your customer service and hope that that person understands what has happened so that I can get credited the money back even though it is my money.

 

I have already wasted over a dozen hours of my own time dealing with your erratic and unresponsive customer service team with no compensation to me for the fact that I am forced to talk to people who only answer some questions, speak opaquely, and don't respond in a timely manner. I have not been compensated for the amount of time I have had to spend in this highly frustrating endeavor. The most that I can hope to get from your team is a jerry-rigged fix that requires me to regularly spend my own personal time imploring verizon employees to once again, every month, fix the problem that has been inflicted on me by the errors of others. Furthermore, even with this supposed solution in place, they are unable to credit me the 220 dollars I initially paid for the phone to purchase it outright because your customer service has no way of receiving data files or communicating independently with people in your system and they want me to try and resolve this through the incompetent store employees who were responsible for putting me into this situation.

 

I did not even mention the 200 dollars in gift cards I was promised for switching over that I did not receive, nor the ten dollar monthly first responder discount I was promised by the sales agent that I did not receive, or the 30 dollar 'upgrade fee' i was erroneously charged by your employee despite being a new customer which obviously means I upgraded nothing.

 

Surely there must be a better way.

Surely you can fix this.