Hi!
I'm hoping to be pointed in the right direction. Or should I say, another direction 🙂
I have called customer service 3 times and spent many hours on the phone with different agents.
What is the issue with my bill?
I was offered a promo for a free iPad when I added a phone line to my account. On impulse (shame on me!) I decided to accept.
Unfortunately, when I received the box that was supposed to contain the iPad, it was clear that the box had been tampered with and the iPad was missing.
Verizon was great. They filed a claim with UPS and I was shipped another iPad. This one did arrive.
But unfortunately, Verizon didn't cancel the first iPad (that never arrived) off my bill, and added the 2nd one at full price.
After 3 phones to customer service and a trip to a Verizon store over an hour from my house did not resolve the issue. It turns out the promo isn't available any longer so it's not an easy fix. In fact I spent over two hours on the phone with customer service twice while they tried to correct the charges, but the charges still show up incorrectly. A third phone call after receiving yet another incorrect bill didn't resolve the issue either.
I even drove 1+ hour to a Verizon store in the hopes they could help. After 1.5 hours there, I was told that everything would be all set!
Unfortunately, my July bill is still not correct and I have still not been fully reimbursed for the extra charges.
One of the customer service agents told me that the difficulty is that the promo is no longer offered, and I am essentially doomed to pay the "little bit extra." That is "only" $6.00 a month. Maybe I should just forget about it and pay the extra $6.00. But, $6.00 for the next 30 months is $180! And I still haven't been properly credited for the previous overcharges. So, in the end, I am paying more than full price for this "free iPad." I would happily return it, but I've been told that's not an option either because I am under contact.
So...what is the next step? Is there a next step? I won't call customer service again. I believe I will be wasting my time and the rep's time. If three long phone calls didn't resolve this billing issue, I really don't think a fourth will. At this point, I feel "resigned" to paying that little extra.
I hope someone will have a suggestion!
And if there is something for others to learn from my experience - don't accept promos through customer service. If you go through a store, I've been told that they can help you if something goes wrong. And never have a device shipped to your home address. Have it shipped to a store and pick it up there. If the first iPad had arrived in its box, I wouldn't have had any issues because the proper promo had been applied to that one 😉
Thanks in advance.
We're sorry to read about the issue with the promotion for your iPad. We're here to help. We'll be sending a private message. ~Peter
I would love some help with this! I have replied to the private messages a couple of times. But it's hard to wait around for a reply when I need to work.
Can you look into it for me? There are many, many notes on the account about what has been going on (at least that's what I've been told).
And the cycle continues...today, yet again, I had an too much money amount taken out of my checking account by Verizon. What's even more disappointing--I stil lhaven't issued a credit for the previous overcharges.
Thank you!
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