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I have had a traumatic few months and Verizon seems to be making it worse. My wife died in early July, then I was hospitalized with infection and septic then while recovering, my house was robbed. the home internet gateway was among the items stolen and when I contacted Verizon the first time, I was told to go into a store and provide them with the police report number and everything would be fine. I did that and still got charged on my bill for the device. I called in and was told to ignore the charge and not pay it, and once the police report became available, to provide the report to them and the charge and any late fees would be removed from my account. I had auto pay set up so they took autopay off so it didn't charge me for everything, which made me lose my discount and increased the cost of my bill. now I am getting messages after ignoring the charge for a month that they will disconnect my service and charge me $20 per line to restore it (I have around a dozen lines on my plan). I also pay for device protection that is supposed to include any electronics in my house. so not only do I get robbed and have everything taken while recovering from near death from MRSA and Staff while grieving the death of my wife, but Verizon is holding me accountable for being robbed and making me pay and seems like they are treating me like a criminal. I cannot get a consistent answer when I contact Verizon and everything I am told does not turn out as they explained. I am not sure what to do. I was told when the police recover the stolen gateway, they will remove the charge so basically if they don't catch the person who robbed me, or when they catch him he doesn't have the gateway, I have to pay for it, and the insurance I pay for is pretty much useless for the home internet gateway, I have been a Verizon customer since 2008 after leaving AT&T over horrible customer service. I have always had automatic payments set up and paid as high as 900 a month for all the phones on my plan and by being robbed, I have now become this target for Verizon to throw extra charges at me. I had to get a new bank account due to the robbery and was also charged for my account being on autopay and the payment not processing due to the previous account being closed. other bills waived that fee when they found out the reason why. Who can I escalate this issue to because I am at a point where I am considering just leaving Verizon and contacting the news or something to put a spotlight on how horrible it is to be victimized after being a victim of robbery. meanwhile, the person who robbed me is still out there with no consequences. None of this seems right. at a minimum, the insurance should do something, but I feel with the documented police report, Verizon should be a little empathetic to my situation and perhaps go after the criminal who took the gateway instead of a loyal customer of years who was victimized. am I wrong?
Hello jbat1970. We're sorry for your loss and the robbery that occurred. I would like to assist you further and review your options. I will be sending you a private message.
-Erica
I received your write a message comma how I didn't see it until late, and I still haven't yet to connect with you. I'd like to be able to get this issue resolved as it's weighing on my mind and Im still dealing with so much it's overwhelming
No worries at all, jbat1970. We are always here to assist. You can reply to the Private Message you received to further discuss your account. I will send a new Private Message as well to get us started.
-Danielle
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