I'm not going to pay for stuff I didn't use!!
kl6284
Enthusiast - Level 2

Apparently Verizon is not letting me write on the small business forum so I will write here instead until my issue gets resolved. I am Korean and I am not fluent with English so I am having my daughter writing for me. I remember up until a year before I remember Verizon provided me with a translator to do a three way call with the representative, but for some reason they say the interpretor service is discontinued. Whenever I mention the word 'Korean' I get transferred to a Korean department which explains to me that the department only covers cell phone and not small business lines and that I should hire a interpretor of my own since Verizon does not give languages services for small businesses anymore. Even though I was aware of the problems since July, I did not get to call as many times as I wanted to or write in this forum until today because every time I had to wait for my daughter to visit me.

On July, I went to a wireless location to make some changes to my account, and when the rep was putting the information down on his screen something popped up that says the change cannot be made because we have unpaid balance. We call the number on the screen and they say that we have unpaid balance of $430.29 from a previous account that was closed on 2010. Now, we have never owned another account other than the one we use currently and we've never even heard of this unpaid balance or received any bill related to this prior to that day. The current phone number we use is {edited for privacy} and the one that is claimed to be owned by us is {edited for privacy}. After I came back from the store my daughter and I started calling Verizon myself and I will summerize the situation in the best way that I can.

According to the reps on the phone, the {edited for privacy} number has been owned by {edited for privacy} previously (that is the name of the business that has taken place before we started the business in the location) and when we(our business name is {edited for privacy}) started the business in 2009, for some mysterious reason the bill got forwarded to us instead of the actual owners of previous business. This situation would make sense if we took over the business name, but we did not. We just took the location and established a whole new business here that has nothing to do with {edited for privacy}. All I remember is calling Verizon when we opened the business and telling them the number on this location is not ours and we want to get a new number. At least that's what they seemed to have done at the time. But I guess I was wrong. The reps on the phone told me that since we apparently seemed to have owned this number by the time it was closed, we are now fully resposible for whatever balance is left there. I asked them to give me exact summary of what exactly they are charging me for, and they said they do not have a record of that because the account was closed a long time ago. So Verizon is charging me for something even they do not have a clue about. I asked them why I was not notified of the charge previously and none of the representatives had any clue about that either. Some of them even wondered why such an old charge has not been made it to collection department yet, but how am I supposed to know anything about that? Anyways after I while I figured out all they were doing was just tossing us back and forth between different departments with none of them being sure about what to do or who can even do anything about our issue, and whenever we got transferred we had to spend at least half an hour trying to explain our situation all over again. After a while we figured that just calling was not going to solve anything so we decided to write down who we have talked to and what they said. What we have wrote down is only a very small fragment compared to what we tried though.

{edited for privacy}

Around the end of August, I received a mail saying that my request was denied due to outstanding balance of $430.29.I am not sure what request they are talking about since I called so many times. The reference number was {edited for privacy}

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After this my daughter got busy so I was not able to call Verizon. I have been trying to write in this forum for a while but I did not get to because of my daughter's schedule. I asked her to work her schedule so I will be getting back to calling Verizon again.

I want to file a claim but no one has told me how to or that it is possible at all, so I am going to write down my progress until my problem gets resolved. I need to know exactly who can take resposibllity and at the least explain to me the exact situation and show me details of the bill, since no one that I have talked so far seemed to be able to do so. I am not going to pay for the bill I am not resposible for.

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Re: I'm not going to pay for stuff I didn't use!!
LawrenceC
Moderator Emeritus

Hi BusinessOwner,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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Re: I'm not going to pay for stuff I didn't use!!
Verizon_Support
Customer Service Rep

Hello,

We sincerely apologize for the many inconveniences. We have someone looking further into this and are working to get your issues resolved as soon as possible. We will reach out to you as soon as we have a resolution.

Thank you,

KDM

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Re: I'm not going to pay for stuff I didn't use!!
Verizon_Support
Customer Service Rep

Hello Monica,

Todd is looking into all of the information and currently working on getting to the bottom of this for you. He will most likely be calling you tomorrow to discuss all that has been going on. What would be the best time to contact you?

Thank you,

KDM

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