Customer Service Changing My Plan 6 Times Over 6 Month When I Called to Question Erratic Charges

[heatherrolli]

Verizon Customer Service (CS) is inconsistent!  The last 6 months I have called because each month my bill was a higher amount than the month before.

3/6/24

Worked with Verizon to review new device options

Verizon provided a trade value for existing 22+ device

Worked with 2 customer service reps (female) to finalize plan and plan price.  My plan was not to go higher than my last plan with the 22+ phone was to include unlimited date and hotspot (no additional cost for hot spot)

3/2/24 – 4/2/24 bill was $57.55

$90.00 Unlimited Plus

-$10.00 Autopay and paper free billing discount

-$31.15 trade in Device Promo Credit

4/2/24

3/3/[phone number removed per the Verizon Terms of Service]/2/24 bill received and cost is $57.55

Hotspot is not included in plan

-$20.00 Account wide credit is listed for Valued Customer Discount

-$13.10 One time credit of is listed

-$10.00 Auto payment and paper free billing credit is listed

4/3/[phone number removed per the Verizon Terms of Service]/2/24 bill received and cost is $76.99

Hot spot has been removed from plan

5/6/24 call to get hot spot returned to plan

Customer service rep changes plan, I was not aware of this, and adds hot spot back to plan

Next bill estimate is $37.04

5/6/24

-$20.00 Account wide credit is listed for Valued Customer Discount

-$18.96 One time credit of is listed, do not know why this is more

-$31.15 trade in Device Promo Credit

6/2/24

Receive bill for 5/3/24 – 6/2/24 amount is $36.71

-$20.00 Account wide credit is listed for Valued Customer Discount

-$18.96 One time credit of is listed

-$10.00 Auto payment and paper free billing credit is listed

Hotspot again is removed from plan

6/19/24

Call Verizon customer service about hotspot removed from plan again

Cannot use hotspot unless I contact Verizon to subscribe for the service

Next bill estimate is listed at $66.15

-$20.00 Account wide credit is listed for Valued Customer Discount

-$31.15 trade in Device Promo Credit

$10.00 but I am being charged for hotspot

7/2/24

Bill for 6/3/24 – 7/2/24 is $82.83

-$34.15 Account wide credit is listed for Valued Customer Discount, again not sure why this increased

-$14.15 One time credit of is listed

-$20.00 Account wide credit is listed for Valued Customer Discount

-$10.00 Auto payment and paper free billing credit is listed

Called and spoke to Verizon customer service Yee-oshi (name sounds like) to ask why monthly bill has increased yet again

She reviewed account all the way back to new device being acquired in March

She saw where previous customer reps had changed plans each time I called. 

I did not request plan changes at any time I called one a month to correct my monthly charges

Yee-oshi had a medical issue and hoped she would call be back on 7/19/24

Still waiting for her call back

8/2/24

Bill total is -$40.71

-$30.00 Account side credit still applied to bill

-$10.71 credit

 -$10.00 credit for hotspot

-$20.00 Account wide credit is listed for Valued Customer Discount

-$10.00 Auto payment and paper free billing credit is listed

-$31.15 trade in device promo credit

-$31.11 trade in device promo credit

-$31.11 trade in device promo credit

Spoke with Duane or Duwall for over an hour

I did not understand some of the credits after we hung up. I called Verizon customer service and asked customer service rep to ask Duane to call me back. 

Still waiting for return call

 9/2/24

$206.12 is now monthly bill charge. Is Verizon out of their mind?!

-$40.71 balance from last bill

-$20.00 Account wide credit is listed for Valued Customer Discount has increased

-$10.00 Auto payment and paper free billing credit is listed

-$13.11 trade in device promo credit

$93.33 Device promotional chargeback

 Called Verizon customer service rep, Christian. He says I must pay $93.33.  He cannot credit because I received duplicate promotional credits.  I did not ask Duane for these credits.  He chose to give these credits to get my bill to the $66.00 and change amount.

THIS IS NOT RIGHT

Christian informs me there are no loyalty credits available at this time

Christian informs me the plan I originally had when I purchased my Ultra 24 is no longer available. 

Due to customer service rep Duane not knowing his job or just doing something to make me stop asking why Verizon continues to change my plan for 6 months, I should not be responsible to pay the error Duane created and now I am being changed $93.33 because Verizon says my monthly device discount is no longer available because Duane gave me duplicate credits.  NOT MY FAULT

Verizon should reinstate the original plan and original discounts.

I am exploring other service providers as Verizon Customer Service will not take the time to see all the errors they committed over the last 6 months. 

Anyone else this ridiculous and substandard lever of CS from Verizon?!