I have been a Verizon customer since I was 18 with no issues until December of 2023. I wanted a new phone so I reached out to Verizon about their deals and promos. I was informed via online chat with a salesman that I could get a new IPhone 14 for free. At this time I was a prepaid customer, so I informed him of that and he said it wouldn't be a problem to change from prepaid to a contract plan (with the free #IPhone 14). I thought this was a great deal so I went for it. After I received the phone, I learned that it had a new number as well as my old number. I contacted customer service and was informed that a ticket was opened and it would be fixed. It was not. I was stuck with bills for each phone number. I reached out again and was told the issue would be fixed and that I could actually get a free IPhone 14 Pro instead, so I thought wow, let's do it. I returned the IPhone 14 as soon as I received the IPhone 14 Pro. I received confirmation that the IPhone 14 returned to Verizon safely on December 12th. Yet, I still had a phone number on my bill for the IPhone 14 and also a new phone number connected to the IPhone 14 Pro. I called customer service numerous times and was told it would be fixed. In late January my bill showed monthly charges for all three phone numbers. I called again and they opened a new ticket and they finally removed the two new phone numbers, left me with my original phone number and applied credit to my account for the other bills. So I ended up paying my regular monthly bill for December and January. Almost immediately after I pay my bill, I receive another bill for over $800. I call numerous times to get this fixed with no solution. Each representative I spoke to said that they would open a ticket and take care of it, but nothing happened. I discovered the bill was Verizon charging me outright for the price of the IPhone 14 that they had received in December. I provided the customer service representative with the order numbers and tracking number of the phone, and she confirmed that they received it. She said that I would not be paying the $800 and it would be credited to my account within two weeks (this way the end of January 2024). I waited and nothing happened, I kept receiving texts stating that my phone would be shut off without payment (I did pay my monthly bill as advised, but not the $800 for the phone). When I got the text stating that my phone would be shut off in 48 hours (February 12, 2024) I spoke to another representative who assured me that it would be fixed just like the prior representative. Near the end of the conversation, after being on hold for an hour, I reminded her that my service would be shut off in the next 48 hours and her response was that I had been on hold for too long and she would call me back. She never called back. I tried to reach out again with no luck. My phone was ultimately disconnected. I've tried to set up a payment plan and I'm not allowed to. I've been locked out of my account since my last conversation with a representative. I cannot call Verizon Customer Service, they just send me to the automated bill payment message. I do not live near a Verizon store so I haven't been able to take that route. My phone has been shut off since February 16th and it is March 6th. I would like to just cancel my service at this point, but I'm afraid they'll make me pay the $800+ regardless. I'm at a loss and I feel like I've tried almost everything.
