I've been trying to get a clear answer from Verizon for over three hours in live chat regarding a $99.99 charge I believe I already paid back in early May when I upgraded my phone. I also paid $400-$500 at that time to bring my account current, which should have resolved my past due balance and any device payment left on my previous phone.
Instead of getting clarity, I've received generic scripted responses, repeated dlelays, and eventually no response at all for 20+ minutes until the chat session dropped entirely. When I tried to follow up and ask for a transcript, case number, or summary, my messages stopped sending. It's unclear whether that's a system failure or if the agent intentionally let it time out to avoid accountability.
I'm now questioning whether:
โข My May payment was misapplied, leaving a false "past due" balance
โข I'm being charged twice for a device buyout I already covered
Verizon's systems are deliberately structured to confuse customers and generate late fees or missed payments
If this is how Verizon handles disputes - by wearing down customers until they give up- it needs to be addressed publicly. I've saved screenshots and will be filing formal complaints with the FCC, BBB, and through Verizon's own Notice of Dispute process.
This post is for visibility, and I welcome a serious and timely response from Verizon Support.
I'm only a customer myself, so can't say for sure what's going on, but if your service was shut off at some time in the past, there is a $20/line reconnection fee. If a payment did bounce, that ought to be reflected in your bank account if you check with your financial institution. Otherwise, detailed charges/payments should be in your bills?
The autopay discount has been restructured in recent months, where older plans no longer available to incoming customers are receiving a lower discount. And if an autopay transaction declines for any reason, the system cancels your autopay, so you'd be billed at the regular rate sans autopay discount.
I did the math and there's $150 unaccounted for on my bill that is documented in my bank account. My shut off fees were paid months ago. Even then when I was paying them at the time they applied my payment to my CURRENT bill instead of the past due!! That's why I was shut off 2 days after paying. In their agreement they say they can put your payment basically wherever they want. I am now, being texted by an agent i can't directly reply to. My replies are in a 300 word format that I can't document. (I counted Verizon. It isn't a 500 word limit)
If you mean that "/500" thing I've seen elsewhere, that's total number of characters including spaces, not total number of words. As for your billing concern, if you aren't having any luck getting a direct resolution, think it's time to try some of the other ideas you suggested in your first post. Hope things get straightened out for you.
We would like to help and look into your bills and the charges with them so we can figure out what is going on. A Private Note has been sent so we can discuss in more detail.
-Bryan
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