Encountered incompetent and condescending staff at a local store. My mother went in a couple of weeks ago to pay her portion of the bill in person, and although Verizon was experiencing a service outage, the staff said they could take her payment ($65 cash) and apply it to her account. Please note that she got a receipt stating that she paid but the cash payment never showed up on the account, even 2+ weeks later. A few days went by, and the cash had not hit the account yet, and they charged the card on file the full amount ($212). Called customer service, and they said to wait a few days for the cash payment to go through, and they refunded $65 to the card on file. Almost 2 weeks later, and the cash payment still hadn't hit the account, so Verizon told us they were about to disconnect the service for failure to pay the bill. So we called customer service again and they had us pay the $65 online and to go back into the store to get the cash refunded (you know, since we have a receipt). My mother goes into the store to get her cash refunded (mind you she has already paid the $65 twice so far), and the store wouldn't refund it. Instead they said that they would put a $65 credit on the phone account. I get it, mistakes happen, and there is only so much you can do, but the way the store representative (Bryson or something) was talking to my mother is not okay. She had me on the phone to try and help and all I heard was the representative berating her about how "if you knew the cash payment didn't show up on the account, then why didn't you come in the next day. It's been 15 days" He then proceeded to say "If you are struggling and need the money then just say so". It's not even about needing the money or not needing the money. I don't understand how we have a receipt saying we paid, It clearly never showed up on the account, and still couldn't get a refund. And to be disrespected on top of it. Extremely unprofessional and unprovoked.
Merchant ID: ****
Sales ID: ****
4046 Blue Ridge MO - TCC
4153 Sterling Ave
Kansas City, MO 64133
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