I have been in a four-month-long back and forth with Verizon "customer service," and after being on the chat with their representatives for SIX hours tonight (not to mention 10 hours on the phone with them over the past 10 days), there is still no solution in sight. I continue to get the runaround, bumped from agent to agent, and asked the same repetitive questions over and over again, all so they can avoid addressing the real issue.
My bill has been incorrect since November. And not by a small amount - I mean by $1600-$3200. It has been an ongoing battle since mid-December to have someone correct it. On February 14, I spoke with a "supervisor" for two hours who told me she was going to "look into every detail of my billing over the past few months" and give me a call back the following day at a set time. Since she was going to do a "deep dive" of my account, I thought it would be helpful for me to do the same so that I could ensure we'd be on the same page during our call the following day. (Spoiler alert: no one ever called me.)
In re-reviewing my purchase receipt from my upgrade in September, 2024, I uncovered $533.12 that Verizon inflated the bill by.
See a screenshot of my bill below. You'll notice Verizon's subtotal is $2,082.61. However, if you actually add up each of the line items on your own, the CORRECT total is actually $1,914.86.
That's $167.86 that they just added to the bill for no reason.
Next, you'll see they added the tax and gov fees on top of the subtotal, despite the fact that the tax and gov fees were already added as individual line items! Meaning, they double billed me the taxes and fees, $365.37.
In short, this bill SHOULD HAVE BEEN $1,914.86. Verizon charged us $2,447.98. That's $533.12 that Verizon charged us.
That is a significant amount of money. Not to mention other small incorrect charges that I noticed on my monthly bills during my "deep dive." I have spent hours on the phone with "supervisors" over the past 10 days to request they simply credit my account for the errors they made in overcharging me. However, no one will ever give me a straight answer. I get passed from agent to agent until eventually someone says they will call me back the next day, and no one ever does.
I have given "customer service" countless opportunities to rectify the situation, and they have seemingly refused to do so. So, I am posting this here now 1) as a message to all Verizon customers that, unfortunately, you can't blindly trust any bill or invoice from Verizon, and 2) to ask if anyone has any suggestions for what my next steps should be.
Sneakily inflating the subtotal and double charging taxes and government fees are big issues if you ask me. Customers shouldn't be responsible for manually calculating every line item on a bill - there should be enough corporate trust with a company like Verizon. My husband and I have been Verizon customers for seven years, but it seems even Verizon's tenured customers aren't owed simple and fair business practices.
I'd also like to flag that this was an online order, so it's even more reason why we would have expected everything to have been automated correctly.
How many other Verizon customers have been taken advantage of?
