New line

[Carieann7]

In the middle of September I opened a new line and received a "free" IPhone 14 by opening a new line.

The phone finally arrived and we could not get it to connect to a network,   we do live in a dead zone.   

We contacted customer support with no luck  and was advised to go through the taught programming in a 4g service zone.   This didn't work.   She also explained she couldn't find the # that came with the phone.    When ordering I had the option to pick a new number from their list. 

I then decided to go to a Verizon store.   They had it up and running in a few minutes.

I then received an email about activation on the phone.   I thought it must be an error,   as soon as the phone was activated I received an email saying your all set.

Meanwhile while at the verizon store they looked up my account and told me I could replace existing phones with new iPhone 15s.  We opted to do so understanding that the old phones would have to be returned.    A few weeks later I returned the phones and while there I said why do I keep getting this notice about activation they said its fine the phone is clearly activated.   

Now in the beginning of December I received my statement for the amount off 1204$  that's absolutely insane.   I immediately call them and talk to a representative who seemed just as surprised as myself.   He said he would take care of it.   The next day I receive a new invoice of 0 due.   

Yesterday the $1204 was taken out of my account.   Customer service was closed.   I called today at 8 am.   I was on hold for over 40 minutes as the gentleman was trying to set up a refund,his words...

Then the line starts ringing and it's a new representative that I now have to start all over again. Now an hour and a half on the line with them!

He was snarky, I'm sure I wasn't fun to deal with but I was just stolen from.   He explains there's nothing he can do that I should stop payment with my bank.   His condescending tone and lack of empathy and understanding was infuriating.     He keeps having me go thru my emails.   I have no idea what he's even talking about.  I was on the phone for over 2 hours with a basic oh well were sorry.   The bank can't stop payment on money already transferred.   

1 week before Christmas to have 900$(265 was payment for the bill which I of course agree to)  is disgusting by a big name company.

I'd love advice on how to be heard and not punished by VERIZONS MISTAKE.  THEY REFUSE TO HELP OR LISTEN.  I understand there are people who do dishonest things to benefit.   I just signed up for a new FREE phone with adding a line.   Please help!