Troubles signing up
jmhysong
Newbie

Yesterday, I signed up for verizon, ordered a phone, smartwatch, and a line for each. Paid with my card, a hold was placed on it and all looked good.

Then I get an email tonight saying that there was a payment failure. I checked my card, and the pending charge placed by verizon was still there, with the money subtracted from my available balance.

It was just after the phone support line had closed, so I entered chat.

Almost 4 hours later, after 10 transfers between departments, my order was cancelled.  Yet the pending charge remains.

This was just ridiculous. I take it as a sign that your company is no good and is staffed with incompetent people.

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jmhysong
Newbie

So, i wake up this morning and the Verizon charge on my card is still. there. I call Verizon to have them remove the still pending charge.  I spend a good while on the phone as a woman searches for an $82 charge, I tell her it was $111.60 as I was charged.

It turns out, when i signed up for Verizon they said I'd be charged the $111.60, which I was, but they decided to charge me an additional $82 on top of that, without ever telling me anything about it.

Well, the extra unknown $82 charge failed, so my order was cancelled, even though I paid what was asked of me, and Verizon still has a hold on my card.

 

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jmhysong
Newbie

After another half an hour waiting to talk to my bank, I was told that Verizon did not release that pending charge, and that it would remain until they do or after 72 business hours. I had been lied to by the Verizon rep, who swore to me that Verizon had released the hold

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jmhysong
Newbie

Heh, so I got a voicemail about a payment failure today, so I called yet again. I asked her to stop sending voicemails and emails. She told me that the order had not been canceled after all. She said that a charge for $82 was declined.

It turns out that Verizon asked me to pay $111. 60, and I did, and a pending charge was placed on my account.

But the phone was being shipped before the watch, so instead of using the $111.60 that had already been reserved for them and removed from my available balance, they instead put another charge for the phone alone of $82.

So I would have needed to have had $193.60 to pay for the original hold and the charge for the phone alone. Because after taking the first charge from my available balance, I'd need to have another $82 to cover the second charge.

I asked why they didn't take it out of the $111.60 but the woman said , "i'm actually surprised you don't know this", and proceeded to try to explain how pending charges work. She clearly didn't understand, because she did not know that when a pending charge is placed, that the money is removed from a person's available balance. And if an additional charge is placed, that the account must have enough money in it to cover both charges.

In the end she asked me if I wanted the order cancelled and I begged her yes, and to remove me from your auto-dialers, emails, etc. Just forget my number entirely.

So many hours of lie after lie, and then to be insulted by a woman who didn't even know what she was trying to explain.

I hate you Verizon, I really do.

 

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jmhysong
Newbie

So, of course, the pending charge was still on my account. I called my bank and they had heard nothing from verizon.

So I called verizon, and talked to 'Zem '. At first she told me that the hold had been removed. Then, when I told her that I had just talked to my bank, she changed her story, now saying that verizon would free my charge in 5 more days.

I asked to speak to someone who could release the hold. She told me that she was looking for a supervisor and put me on hold for an hour and fifteen minutes.

Finally, a 'supervisor', who would not give his name, came on and told me that it is impossible to remove the hold. I asked to speak to his supervisor, because I felt like I was being lied to and was frustrated by the extreme length of the phone call. He told me at first that there was no higher supervisor. Then changed it to say that they would tell me the same thing. I said that's fine I'd like to hear it from them. He refused and then hung up on me, though the call did not disconnect.

After about 5 minutes, 'Zem' came back on the line, and when asked, told me that the man I had spoken to was named 'Carlo'. She was about to end the call when I asked her to transfer me to sales. She denied being able to transfer my call, even though I had been transferred to and from 'customer care' a number of times during this whole fiasco.

It is disturbing to see the depths of deception to which your call center operators will sink.

I tried to sign up, I paid what I was asked. You tried to sneak in another charge, on top of what I had been asked to pay, without any mention to me, cancelled my order, and then I was met with lie after lie.

How are you still in business?

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vzw_customer_support
Customer Service Rep

We are terribly sorry for any issues you have been encountering. Pending charges, or refunds, are generally processed by your financial institution. However, is you still need any clarification you can always contact our financial service team at 1-866-266-1445

 

~Ivone

jmhysong
Newbie

Why did you change the title of my post?

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