Outstanding Balance on a Supposedly Cancelled Account

[Jay1155]

A few months ago, I enrolled with Verizon and got three devices on two-year plans. I paid the sales tax upfront, and the monthly installments were supposed to be added to my monthly bills based on the contracted plan. I received the devices first, which took a few days. Up to that point, the process was sailing smoothly. However, I didn’t receive any additional information such as an account number, billing info, etc. for the following few weeks. Because of that, I wasn’t able to link my Verizon online account to my mobile plan. Of course, I couldn’t finalize the phone setup with SIM transferring either.

For this reason, I tried reaching out to customer service and spoke with countless representatives to resolve my issue. I had to repetitively explain the same story over and over again, since none of them took responsibility for my case but instead kept transferring me to other departments indefinitely.

After dealing with dozens of people, I was exhausted and didn’t want to continue dealing with such poor service. So I finally asked another representative to cancel my account and send me a return kit for the unused, unopened devices except one, which I had already tried to set up with eSIM transferring. The representative said my account was canceled, that he would send me a return kit, and that I would receive a refund for the sales tax portion of the devices.

Based on my previous experience, I was doubtful, but I waited a few weeks. As expected, I never received any cancellation letter or return kit. So I contacted other representatives again, and they promised to send me the return kit and letter. However, once again, nothing came.

A few weeks later, all of a sudden, I received an email regarding an “outstanding balance” on the supposedly canceled account. There was no breakdown or detailed information but just a balance amount written there.

I called customer service, and the person told me I had to pay the balance without giving me any reasonable explanation. Wow… is this really your standard, Verizon? Are you kidding me?

Does anyone have any idea how to deal with such an irresponsible and low quality service provider? I can’t even sleep because I’m so angry with them.

[vzw_customer_support]

I can certainly understand your apprehension with any support after going through an experience like that, and leaving unresolved concerns on the table is certainly not okay. I am here to help with both your billing and device concerns. Since we will need account access, please be on the lookout for a private message from me.

-Joseph

[andje]

Last year I (stupidly) entered into a 3-year contract/device payment plan with Verizon and am getting monthly credits for trading in my old phone. I want to get the new iPhone and obviously am not eligible to upgrade through Verizon.

[vzw_customer_support · Accepted solution]

By speaking with support we were able to assist with the customer complete the return of the devices! If others encounter similar problems, common factors include returning the devices with the proper return materials, returning the devices to the correct place, and/or system issues. You can find more details on how to return or exchange your device here: https://www.verizon.com/support/return-policy/

-Dee