How do I get Verizon to correct an error? Being charged for a phone that should have been applied to my account as promotion.

[king11]

Since switching to Verizon in May I have spent about 12 hours on the phone, chat, or in a Verizon store working through a series of issues.  Every time I think everything is finally in order, something else pops up. I am completely overwhelmed, frustrated, and losing hope that our issues will finally be resolved. 

Back in May my family decided to switch from ATT to Verizon, taking advantage of the free iPhone 15 with 36 month contract deal. I went through the process online and placed an order to pick up two phones at the closest Verizon location listed. After several days of hearing nothing about picking up our new phones, I called and spoke to a sales person who told me that the store we had ordered from did not have the phones and was actually an authorized dealer, not a Verizon store. The order was canceled and a new order placed, this time for phones to be delivered through the mail.  It took approximately 2 hours to correct this issue.

When we received our new phones we tried to set them up, only to find that something hadn't transferred over correctly. After calling to troubleshoot and being transferred multiple times, an agent was able to identify that there had been a problem patching over our numbers from ATT. We were told to set up an appointment at the Verizon store (in the next town over) to have things sorted out. It took another couple of hours to get to this point. 

We went to the store and spent almost three hours going back and forth with someone at a call center (the in store agent put us on the phone with them). They created temporary accounts/numbers and were able to get our numbers patched over. It took three hours but we left with working phones. 

Then our bill showed up. We were being charged a $40 fee for each of the two temporary numbers they had created in order to get our phone numbers to patch over. It took another hour and a half on the phone to get this bill error corrected. 

And then a couple of weeks ago we received a bill for $829.99 on a different account that was somehow associated with my email and address, but that I have no access to. Our phones were supposed to be part of the promotion, but somehow only one of the two phones was correctly connected to our account as part of the promotion and the other one seems to have been charged to this other account.  I have spent over three hours at this point trying to get this new issue fixed, including phone calls, a scheduled call back that came and went with no call, and a lengthy text chat in which I was assured that the billing issue had been taken care of and this random account did not show a balance.

Then the automated phone calls started, prompting me to pay the $829.99 or risk service interruption.

At this point I am beyond frustrated and am not sure anyone at Verizon can actually fix this issue that they somehow created. My next move will be to contact my state’s Attorney General to file a complaint if this can’t be fixed. At this point I have spent almost 12 hours of my time dealing with phone and billing problems. Every time I think something has been fixed another problem pops up. I need resolution to this issue.

[vzw_customer_support]

We always want joining Verizon to be a smooth and exciting process, I'm sorry to hear this wasn't the case for you. So we can look into what has taken place during all of your interactions we will need to work within your account. Please be on the lookout for a Private Message to protect your information. 

-Melissa