Disconnected After Making Arrangement
cyñ_ãshley
Enthusiast - Level 1

I have been a Verizon customer for almost 13 years. I have always made my payments on time until this past year. I have been been unemployed or making very little. I have 5 lines, 3  of them are for my daughters.  I got my daughters devices so they can connect with me anytime since they don't live with me. I was 3 months behind on my bill Verizon informed me if I didn't pay $600 that day my lines would be disconnected.  I called financial services to inform them of my situation and if they could help me out since I have been a loyal customer.  The lady was rude and refused to helped me. My lines were disconnected the next day.  I lost the only contact I had with my daughters.  It went from $600 to $900 in order to restore service. Then it went to $1200 . Verizon informed me that if I'd dint pay $1200 in 4 days they would go to collections.  So I spent my last $300 towards my bill. I would need to pay the past due balance of $900 before services would be restored. I called again to explain my situation I just started a new job. I paid $300 but I couldn't pay the rest. I'm homeless , I've been a  loyal customer for 13 years , I've been unemployed.  I've always made my payments, I just need a little help and time.  He made a payment arrangement for me and turned my devices on, he also waived 3 months of late fees for me. He said as long as I make my payment before my arrangement my devices would stay on. I was so happy because I could finally text my  daughters after having my phone shut off for 2 months. 

The next day I woke up and my phone was shut off. The lady I spoke to was rude she was not nice like the gentleman the day before. She told me I would need to make a payment of $300 to $400 in order to keep services on. When I explained that I didn't have it, and that the gentleman yesterday told me my services would stay on as long as I paid my past due before my payment arrangement date. She had no sympathy and said I can turn it on but it's just gonna get turned off tomorrow until you pay $400. I said don't you have the power to keep it from getting turned off? She told me no unless you pay $400 your lines aren't secure and they will shut off tomorrow.  I said I well unless I can magically pull $400 out my butt I'll have to call everyday to get it turned back on until I do. She informed yes you can call every day but we will charge you a  reconnect fee each time. The gentleman from yesterday never mentioned about reconnect fees. And why did he say my devices would stay on but the lady today said they would just get shut off everyday. How do I know they won't get shut off if I pay $400 like she said.  And what's the purpose of the payment arrangement if they are just gonna shut it off? 

I am considering going to a different carrier because this is ridiculous. 

My devices have been disconnected for 2 months and they are still charging me. And they are gonna charge me more to get them turned on. And then disconnect my devices because I don't have $900 just lying around.

This is unbelievable. 

How can Verizon treat their loyal customers like this and be ok with it?

8 Replies
vzw_customer_support
Customer Service Rep

Thank you so much for bringing this to our attention, I'm really sorry that you are going through a hard time and I really do hope things get better soon for you. I will send you a private note, so I can review this information with you. 

>Drea

0 Likes
Dreadrew
Enthusiast - Level 1

I am absolutely furious after making my $200 payment on promise to pay on time as normal. And setting up for July 2 to pay another $2– when it’s due VERIZON SUSPENDED OUR PHONES TODAY. Then act like children and make out so we can’t chat or talk to live operator to we pay. Well bc we did pay what we owed. The next part isn’t due yet and am arrangements were made on it Thursday but your system didn’t save them as they haven’t before. We been debating on switching carriers and shipping to find better customer service. A business who values the customer who tries and makes there payments like they promise. Our phones are lifeline’s. My son has seizures and mother disabled I’m the emergency contact and they can’t even call me. Not can my car insurance company that I’m dealing with on my claim. So of anyone knows how to actually talk to a live person I would be very grateful. 

Emilydyba331
Enthusiast - Level 1

I have the same issue. I was told my service would not be disconnected until tomorrow and I could pay up to the end of that day for half of my bill ($166). It suddenly was disconnected today. I cannot work without phone service so they have left me in a terrible place. I also cannot talk to a person even though they told me that if I was disconnected for any reason I could reach out and they would reconnect me. Obviously that’s not true since like you said, I cannot actually talk to a real person. I’m not sure if I’ll be able to use Verizon again after this. They’ve just stopped me from being able to make any income at all. I’m extremely frustrated.

0 Likes
vzw_customer_support
Customer Service Rep

We understand the importance of staying connected while having additional time to process a payment on your account. We are here to help. Please reach out to our Financial Services department by dialing *611 from your devices. We will work with you and find the correct solution to get your service up and running. ~Geo

0 Likes
vzw_customer_support
Customer Service Rep

I can certainly understand your frustration, Dreadrew. I also rely on my phone to be my lifeline with my children, and my wife who still commutes. In this crazy world, its imperative to stay connected. We definitely want to help in any way we're able to help get your service restored. The only team that is able to remove a suspension like this is our Financial Services Team. They can be reached at 866-266-1445 Mon-Sat from 8am - 10pm ET. 

I hope that this information is helpful.

-Joseph

0 Likes
reyaduran
Enthusiast - Level 1

This does not help!! My service was disconnect a few days before my promise to pay, which I always pay! Now I gave you pay a reconnect fee for each of my lines! There is no agent to speak to. Just a series of buttons to press and I never actually get a live person! I am beyond frustrated!! I’m currently looking at different service providers bc this is horrible customer service and these promise to pay options are lies! Why should I promise if Verizon can’t keep their promises! 

reyaduran
Enthusiast - Level 1

That does not help!! There are no actual agents to speak to. It’s just a series of options to press or say. I’m so frustrated with making a promise to pay and still having my service shut off. And then being charged a reconnect fee for each line. I’m looking for another phone provider as we speak bc this is outrageous!! 

vzw_customer_support
Customer Service Rep

Hello! We stopped by to check if you have been helped. To better assist you, I'll be sending you a Private Note, please stay on the loop. 

~Maria

0 Likes