Shredding of check sent for payment and extra charges.

[Dell5360]

When I signed a contract for my cell phone on December 24th last year, I was told that I would pay $XX per month if I paid by autopay.  I also had to pay a small amount on the day 'to cover taxes'.  Nothing was said that there was an additional connection fee on my first bill.  But what has really ticked me off is that on top of that, my wife could not pay for her phone via the usual method due to a change in the system.  I contacted an online Verizon agent and explained what was going on.  He said that the local store would accept payments, so we sent them a check with a covering letter.  She was still sent a bill for the following month, no deduction made for the check and a late payment fee added.  I went into the store with her.  The staff in Kokomo, Indiana, said that they don't accept checks through the mail.  I asked what they had done with it, they said it probably would have been shredded.  So...to clarify, they shredded  a check for payment of a bill, didn't inform us and then made us pay a late payment because THEY shredded our payment!  This is totally OUTRAGEOUS!  They could have at least let us know what is going on, but all they do is say 'ring this number' without taking responsibility for their action.  They know full well that we will be given the run around to get the right person on the phone. Has anyone else had such issues with instore service (or lack of!)?

[vzw_customer_support]

Hello, Dell5360. Help is here as we always want to ensure you have a great experience with us and ensure you are in the know for your account. Please tell me more. What system change are you referencing? Also, in regard to a connection fee, are you referencing the Activation fee? Lastly, were you able to get your bill paid? Most stores do accept checks but when you pay in person so that they know which account and what you are attempting to pay. Please let us know. 

-Natasha

[Dell5360]

With regard to the system change, when you pay online, they now seem to want to send a text to the phone to confirm the details.  My wife's phone does NOT accept texts, so she could not pay by this method, which she had done for a long time. 

With regards to the extra charges for MY phone, it was the activation fee.  I was NOT told about that when I signed the contract, only that it would be $65 per month after I paid about $40 dollars in store.  I have done some research, and this appears to be a common practice with Verizon, which is very deceitful.  

We were NOT told that you cannot pay by check through the mail.  Willfully destroying a check and covering letter without informing the client, then demanding a late payment fee is TOATALLY wrong and in my view. 

Yes...we did get our bill paid, but we now have to make a 15 mile round trip every month to pay my wife's bill due to Verizon's change of policy and unwillingness to take care of a senior customer.  By the way, I did talk to the store manager, and he  was not helpful and appeared not to care, or want to take responsibility.  In the covering letter which they appear to have destroyed, I stated that my wife wanted to get her monthly bill through the post so that she could pay by mail.......but Verizon don't want to cooperate.  Why is that...?

[SynthpopAddict]

Can you add your wife's line to your account and then pay for both the lines using your autopay?

[vzw_customer_support]

Thanks for those additional details, Dell5360. I'm glad you were able to get your bill paid and we certainly want to help make things easier as far as your payments. You mentioned you have a phone as well. Are you able to text with your device? 

-Lauren

[Dell5360]

Lauren

Yes, I  can.

I see you are not addressing the hidden charges and the shredding a legal payment method without informing us  before charging us for overpayment.  Kindly address those issues too, and make it right by reimbursing us for the loss. If you are not going to, please tell me why and please justify what Verizon did what it did.  

Thank you.

[vzw_customer_support]

Dell5360, my apologies as we absolutely want to address all of your concerns. Please tell me more about the fees in question. Also, in your initial post to us, you stated that you sent in a check to the store. Typically, if you are not there to make the payment in person, the store doesn't have the ability to pull up your account without your presence. The safest option at that time is to shred the check to ensure it is not just sitting at the store. 

-Natasha

[Dell5360]

It appears to me that you are trying to be nice on this page to put on a caring face, but Verizon is NOT cooperating in sorting this out.  I have IM'd Verizon after they IM'd me and have got no response.

If Verizon will not sort this matter out, then I will take this up via another route. I am not prepared for any more of your silly games, but here is a clear picture of what happened.

I paid $42 when I got the phone, which included text in the package.  The seller said that after that payment, it would be $65 per month if I signed up for direct payment from my account (no mention of tax!).  I distinctly remember asking if there would be any other payments and if that included everything.  He indicated that was so.  NO MENTION OF CONNECTION FEE.  I see this as a breach of (verbal) contract.  The first payment was for $122.99, which is $52.07 more than my usual payments (including tax).  I WANT THIS SUM REFUNDED AS IT WAS NOT AGREED.

As has been discussed about my wife's account, I was NOT informed that the check had been shredded, along with the letter as to how I wished her account to be handled.  As a DIRECT result of your actions, you charged us a $5 late payment fee, which could have been avoided had you informed us what was going on.  I did try and make a payment over the phone, but was told that would be a $10 payment to do so...I was NOT informed that I could not send a check in.  So, you charge a $10 fee to pay over the phone, so we have to drive in to pay!  How about you pay for my time and gas?  

So, to clarify, a refund for the two out of pocket charges which total $57.07 is required.  If you pay, I will post on this thread and inform that you have paid...if not I reserve the right to let the people know that you are all hot air and no action. Thank you. I have set a deadline in my IM. 

[vzw_customer_support]

We are sorry to read that you had this negative experience, as we always want to make sure we are able to help out with any issues you might have. In this case, a store would not be able to hold on to, or send out a check to pay for your account. If you have other questions about your account, let us know.

~Freddy