Refund not received

[bgobeille184]

Good morning.  I want to express my disgust with Verizon's handling of my sister's account. My sister suffered 2 strokes last October and was in a serious state so my mother and I contacted Verizon to have her phone acct. closed.   They agreed they would close it after my mother went into a corporate store and submitted a Health Care Proxy for my sister.  Well, Verizon never closed it.  In February 2024 my sister received a demand letter from Verizon for $385.73 on my sister's acct.  My mother dutifully paid it as she was worried my sister's credit would tarnish.   My mother is 82. She should have never paid this bill as it was Verizon's error and the acct. should never have stayed open.  I contacted Verizon myself on her behalf to get her money back and close this account properly.  I have contacted Verizon over 10 times since then, often being on the phone with them for over 1 hr each time.  I have also been told several times, after explaining my sister's situation and the acct. that this would be rectified and my mother would receive the money back to her.  On July 22nd I spoke to a gentleman named Victor who had feverishly helped me.  He even spoke to the Finance Dept. (he said he did) to confirm that the payment back to my mother ($349.39) would happen on the card, which she paid my sister's bill (card ending in *****). The amt was different as Verizon credited us back $35.36 on a gift card when they refunded us a change of acct. fee when I moved my sister's phone number to a Verizon pre-pay acct. so she could keep her phone number active. She has many medical needs and needs an active phone number for Social Security and dialogue with physicians, etc.  Well, that credit never happened after promising her acct. will be sorted.  Verizon has NEVER followed through with their promise.  I am ready to move all of our family phones off of Verizon, who we use as this situation has gone on far enough.  I will never recommend Verizon again as their customer service follow-through is terrible.  This experience has been the worst experience I have ever had with a company in my entire life.  Shame on you Verizon.  You can't admit you were wrong and can't pay the money back due to my mother who shouldn't have paid it in the first place as it was your error.  In the event that you want to make things right you may contact me on *****. Beth