Incorrect billing

[skinnit1]

11-14-24
We have had Verizon for over 32 years and the last two months have been a NIGHTMARE ....due to Verizon billing issues.

This ALL started when an Apple iphone was fraudulently put on our account. We immediately notified Verizon customer service and their fraud dept, who confirmed the fraud and the line was disconnected from the account - but Verizon STILL wanted to charge us for set-up fees for the fraudulent line. We have NEVER owned or wanted an Apple iphone. We have made NUMEROUS hours-long calls to customer service for the last 2 months...customer service reps claim they can help, but then the bill drops with a higher amount than what was promised and the autopay amount per Verizon's own online system. Verizon customer service reps promise to call back, but they do not.

We paid the September bill through autopay, but when bill dropped a few days later a different amount was due. Called on 10-14-24, talked with customer service rep, Ken, for 2 hours , who assured us credit was to be given and that next bill would be $159. and then $199.03 from then on. He went through the entire account to look for any unnecessary charges and was very professional-but promised to follow-up when bill dropped on 11-13-24 but never called back. Autopay paid $159 BUT on 11-13-24 we received a text message threatening "disruption of service" if we did not pay a "past due" amount of $58.84 and also received an email stating a past due amount. The online bill shows an amount that does NOT reflect a past due amount. Called customer service, talked with Amy, who stated NO PAST DUE AMOUNT. She claimed credits were not properly processed. This CS call with Amy on 11-13-24 lasted 1 hour and 57 minutes. Again, CS promised that all was okay. BUT, no apology for the errors and threats to our credit with Verizon or their threat to disconnect service.

HOW CAN VERIZON CLAIM AN AMOUNT DUE OF ONE AMOUNT AND PROCESS AN AUTOPAY FOR THAT AMOUNT AND THEN AFTER AUTOPAY WAS PROCESSED CLAIM AN IMAGINARY AMOUNT IS PAST DUE???? We have documentation that shows this is what Verizon did.

We are elderly customers who rely solely on Verizon for phone lines and Internet--- WE HAVE SPENT HOURS ON THE PHONE WITH VERIZON CUSTOMER SERVICE in the past 2 months-- and this is how we are treated. We have paid off and closed all unnecessary devices, but we still need Verizon phones and Internet.
We have over 100 pages of printed information on the account.

It appears we have no choice but to file a formal complaint with our state attorney general for Verizon's practices and treatment of its elderly clients, plus notify AARP and other senior organizations about these experiences at Verizon. We will also send letters with documentation to the Verizon CEO.

They state they "appreciate our business" but this is how we are treated--with nothing being resolved.

WATCH YOUR ACCOUNTS CAREFULLY EVERYONE!!!