I became a new Verizon customer on 09/16/24. I took advantage of the '4 on us' promotion wherein I received 4 iPhone 15s for free for $120 ($30 each line per month) a month. A few days later I received 4 phones in the mail and I was unable to activate 2 of them. I called Verizon customer service and spent many hours on the phone over the next few days. I was passed around to half a dozen people. I must have spent 12 hours on the phone. Throughout this, each employee had a different thought as to what to do and how to get my phones activated. A least twice, new orders and accounts were created where I had to 'verify' via email that I agreed to an order and allow access by the employee to my account. Finally after many hours my phones were activated.
For a few months, everything seemed fine. Then on December 6th 2024, I received an email from Verizon that said "Thanks for your payment". It was for $806.75!! This charge was for an account that was not my only account with Verizon. My only account with Verizon was opened in 4 months ago, has never been late and is being paid as agreed.
Again, I have spent dozens of hours on the phone with a dozen customer service reps. I have come to learn, after piecing information together from these reps that: At some point when Verizon reps were 'fixing' my activation problem, a new account was made (which is now my current account) and my 4 phones were moved to there. However, when this was done, the rep in question moved a phone without also moving the payment agreement/contract for one of the phones. This left an unused, orphaned account in Verizon's system with no phones but with a single payment agreement\contract attached to it. After sitting from 09/16/24 to 12/06/24 the system automatically "closed out" this account and charged the contract amount of $806.75 to my credit card (the credit card was attached to this account because this is how I ordered my phones and service in the very beginning).
I have been waiting for over a month to get a resolution and get a refund of this $806.75. This is a large amount of money that's been erroneously charged to me and no one has been able to help. I even went into a retail store location where someone sent an email to 'Executive Support". Someone from Executive Support called me that very day with a promise of a resolution and that he would call me back in a few days, but he never called back. That was over 2 weeks ago
Payment investigation ticket#:*****
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