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HELP - Verizon disconnected me due to a billing problem!

Short: Verizon disconnected my cell service today because I did not pay an outrageous bill for a billing issue that they have admitted over 5 calls and 10hrs of phone support is their problem, have committed to fixing 5 times, and have yet to resolve in any way whatsoever. Oh, and I was at the hospital for my wife so the doctors couldn't contact me.

Long Version:

- June 2023 - I called Verizon and got their help in changing my plans in June; the agent assured me the changes would not impact my device promotions

- Oct 9 2023 - I call Verizon b/c the device promotions have not been going through on 2 lines. They commit to fixing it and open an internal ticket.

- Nov 5 2023 - I call Verizon b/c the bill is not fixed, AND NOW they've added a $633.35 chargeback for one of the phones that was within 2 payments of being paid off. Agent assures me the line credits and chargeback will be resolved, and can see that the 10/9 ticket was approved on 10/23

- Nov 17 2023 - I call Verizon again, bill still isn't fixed including the line credits and $633.35 chargeback. They said ticket shows approved but $ hasn't been fixed for some reason. Get disconnected after 1hr. Call back again same day, and they promise that it will all be fixed within 3-5 business days.

- Nov 25 2023 - I call Verizon again, guess what the issues still are not fixed. I try to get escalated to a supervisor, I get randomly transferred twice during these calls. Eventually a non-supervisory agent looks over everything, tells me she will be applying a credit of $899.41 to cover the chargeback and missed promotional credits, and it will be in place by 11/30/23 the latest.

- Dec 1 2023 - Verizon disconnects my line and now I can't get through to ANYONE without paying an erroneous almost $900 bill!

I hope I can get someone here.

Comments

Verizon_Support

We're sorry to hear that you were disconnected during an ongoing billing dispute. We want to make sure you're able to use your phone without any issues, and we're going to do everything we can to help. We're going to send you a Private Note so we can help.

~Jesse

bfarmer

Following up to let other readers know that the Verizon Social Media POC (Jesse) I chatted with after this post was able to help in the short term by getting my line turned back on, and putting me in touch with Financial Services who transferred me to Billing who put a "Promise to Pay" on my account in order to stop it from getting disconnected. This will last until 12/16, by which time hopefully the NEW ticket submitted today to fix my bill gets resolved (its supposed to take 10 days or less)

Another almost 3hrs on chat and phone with Verizon trying to get this problem fixed. Will update you all at next step.

In the meantime I've booked the BBB site, and gotten my Threads and "X" account up and ready, draft post in hand.

Verizon_Support

bfarmer, We are glad to read that Jesse was able to offer assistance. If there is anything additional we can assist with, please let us know.

-Andi

bfarmer

Following up on my case as promised - Melissa from the Verizon Social Media Team (who monitors this board) worked with me today via a chat, and we were able to see the credits applied to my account to resolve my billing issue. It's convoluted, and hard to connect all the dots, but it looks like I'm fully covered.

I'm back to having what looks like a normal bill, and I really hope that continues into the next bills after this dust settles.

Big thank you and Happy Holidays to the Verizon folks supporting this forum who pulled me back from the brink of madness with this issue.

KarmaX3

I am having a similar issue.

a credit should have been applied to my account today. My service was disconnected instead.

I have been dealing with one issue since May. Other since I opened my account. Neither have been resolved.

My call back with the rep who gave the credit is not until Saturday. All numbers I have called today are redirected for me to pay the amount that should be credited…$555.90

I always get the run around. Yesterday my callback was at 10 am and lasted until almost 4 pm.

i just want service and charges reflecting what I owe. If i am given a resolution, it should be honored not reversed. I have paid so much more than my original in store quote each month.

Verizon_Support

miketrov We're sorry to read about your concern with your bill. We would like to take a look so we will be sending you a private message. ~Peter

ermaple77

I have a similar issue right now. For the last 6 months, I have been charged $25.73 for 3 "device payments" that I don't owe for. 2 of my devices were free and the other one isn't even on my account and I never received. I have also been charged 23.98 for "perk payments" that I do not and have never had. My jetpack device is supposed to be $20 per month and I have been charged $80 for the last 3 months. I have called in several times over this and nothing was done. This last week, I pulled every bill, every statement, and every payment made and went over it line by line (all 7 months) with the customer service rep because my bill was over $700. He agreed with all that I said, and issued 2 credits that totaled almost $200 and then another for $175, however they took the credits and applied them to my next bill and then disconnected me yesterday for not paying the bill this month - that's not even due til June 10th. they won't give me my credit they owe me now stating "that's not how it works" but disconnected me for not paying their error that they openly admit was on them. So now, I am disconnected, they won't talk to me and the only option I have is to be the entire past due bill. Totally unfair and thinking about seeking legal advice on this. I either pay the total amount before the adjustment to get my phone back on, or I don't pay the bill, take my business elsewhere and then I don't get the money back they owe me because it's a credit. They won't give me what they owe me but will disconnect me for an error that I don't think I should pay. Oh and I am on a cash only restrictive status because they put my banking information in wrong and a payment was returned. So here I am with a $700 bill that that in all reality is only $217.05 - and a credit of almost $400 that I will probably never see . Thanks

jpeterson268

I'm having a similar issue. have had my account shut off several times with arrangements and even suppressions. and a buy back put on one of my phones. still not resolved. it's been in going since nov 2023.

Prm92

Jessie i need help as well

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