Re-connect fee when never disconnected
Samanthajf321
Newbie

I am a Verizon business customer with 5 lines of service. My 5 line have NEVER been disconnected for nonpay. 

My recent bill is $126.55 higher than it should be. I can see that EACH LINE is being charged a $24.84 reconnect fee ($20 each plas applicable taxes).  First I started out by chatting online with Verizon customer service and I ended up chatting with 4 different people, who each told me something completely different. 

Then I call customer service and spoke to a rep on the phone. She verified for me that never at any time had my services been disconnected due to non-pay or for any other reason. She explained that since the previous months bill had been paid late, that those charges were correct and valid.  I have also been charged a late fee in addition to the reconnect fees on each line. 

Now the late fee I can get behind. It's paid a bit late, you pay a late fee. Makes sense. I am not and would not dispute a late fee, but the bill very specifically says "reconnect fee".  How is it possible to charge (very specifically) a reconnect fee for something that has never been disconnected? How is that even possible, or legal? 

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4 Replies
amm_01
Newbie

I have the same issue, having a re-connection fee, when the lines were never disconnected.  I talked to customer services and they stated "the connection fee was still applicable because they did not want us not to have service because we were loyal customers" it seems to me like an unfair or deceptive fee.   I will definitely do a little more research, I agree when you line physically gets out of service temporary and it creates work to get it going again, but in this case it was not.   

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vzw_customer_support
Customer Service Rep

Hello, amm_01, we want to ensure that your billing correctly reflects the status of your service. So we can best assist, I will be sending a Private Note shortly.

-Lauren

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amm_01
Newbie

Where does privates notes are sent?

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vzw_customer_support
Customer Service Rep

Help is here! Please send us a Private Note for support.

*Anna

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