Representative Added $93 Services and Perks

[SE20]

My mom and I went to a Verizon store in November 2024 to add myself to the family plan. The representative upsold a bunch of promotions, so we also went home with a bunch of new devices with trade ins. Well, our bill has been consistently $150/month over what we discussed in store. I kept calling customer support for the past 9 months trying to figure this out. My parents always said that Verizon charges a lot for promotions, and then eventually credits back the overcharges so they weren’t worried. Well, I just checked all the bills and we had a $68/month insurance and $20/month protection hidden under “services and perks”. This was NEVER even offered or mentioned in store. I know for certain that the representative  added this to the bill, because there is literally 0 chance anyone in my family would do something like this.  There was also an additional phone/line added to our bill that nobody in my family owns. The representative literally added an additional device and plan to our bill that we do not have. After calling customer service for months, they finally removed it. But now there is a “device buyout” fee for our next month bill. Well, THIS DEVICE DOES NOT EXIST. 

[SynthpopAddict]

Was it a 3rd party store and not a corporate one?  I've heard of 3rd party stores trying to add a water protection insurance plan, which you'd have to get them to remove because that's not being run by Verizon.  Otherwise, you can go to the manage perks section and unsubscribe from things you don't want, unless you were signed up on MyPlan, which will require you to have at least one perk.

Sorry to hear there is a phantom line/device on your account - sure hope someone didn't try to buy themselves service and a device while sticking you with the bill.  I would file a fraud claim with Verizon online, or call the Fraud Prevention team at 888-483-7200.

[SE20]

Yes, it was a 3rd party store. They told me in store that the monthly bill will be $280-320, yet it has been over $400/month due to the extra charges so I do not think it is a "MyPlan" problem. I sincerely think the employee just added all the extra services to our line for some reason.  And yes, they also added the water protection charge without consent. I asked for it to be refunded immediately after she printed the receipt and I noticed it. She said okay... and then never refunded it. I have been calling for months and talked to the fraud department many times. Very little has been done. 

[vzw_customer_support]

We hate to see that there is any concern of a charges and a line you didnt know about. We are sending over a private note so we can take a look at the bill and account together. 

-Meg

[SE20]

Yes, it was a 3rd party store. They told me in store that the monthly bill will be $280-320, yet it has been over $400/month due to the extra charges so I do not think it is a "MyPlan" problem. I sincerely think the employee just added all the extra services to our line for some reason.  And yes, they also added the water protection charge without consent. I asked for it to be refunded immediately after she printed the receipt and I noticed it. She said okay... and then never refunded it. I have been calling for months and talked to the fraud department many times. Very little has been done. 

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support, we confirmed that the issue with the billing had been resolved. If others encounter problems with additional charges on their bill, you can review your bill online via My Verizon. Also, you can see previous receipts for equipment purchases online. 

If you do have a similar issue, we recommend consulting the helpful My Verizon FAQ page: https://www.verizon.com/support/my-verizon-faqs/

If you need assistance with a similar issue, please contact us for help.   

-Alex