Verizon Refund

[mrm0518]

I have had so many issues since December of 2021, that I’ve (conservatively) spent 15-20 hours with so many different customer service agents and I’m losing my patience. The issue I am experiencing now, is that Verizon has been charging me for a device I don’t even have. $43 a month, and it is so clear, and so evident as to what happened, and yet every time I’ve called, nothing has been followed up on, or resolved. Therefore every time I call, I have to rehash the same information over and over again. It is absolutely absurd, and a case could absolutely be made that it’s flat out fraud. I don’t want anything but to be refunded for the money that they have been collecting, and to stop charging me for a device I don’t own. It is so bizarre that there are not any checks and balances to have prevented this from happening in the first place. And that’s just the latest issue I’ve had! Clearly when you call in, they do not care whatsoever. I’ve never written a bad review in my life, but I have been far too patient and I’m tired of having to call in and rehash the same problem every time, only for nothing to have been done. Never once followed up with. Yesterday, I went into my local Verizon store hoping for a different experience. The store associate said he’d be happy to help, and put me on the phone with the same representatives who I’ve been dealing with since this began! I spent almost three hours in the store, on the phone with the customer service representative, and it was so long that the store closed! So then the representative had to call me on my cell phone to continue this conversation!!! Which yet again, ended with zero resolution. What on earth is going on? 

[vzw_customer_support]

mrm0518, We are concerned to read that you have had ongoing issues and we are here to help. Can you share some additional details with us regarding your current issue? You shared you are being charged for a device that you don't have. Can you tell us more so that we can better understand how we can assist?

-Andi

[mrm0518]

I suppose; I've went through this at length so many times, and had so many different issues it's unreal. I'll provide the cliff notes. 

12/20/2021- I decided to upgrade from my iPhone X to an iPhone 13pro because there was an $800 dollar trade in credit promo. I did this online. I waited for the phone to arrive, UPS kept sending alerts that there were delays in the arrival of the phone.

1/12/2022- Received email from UPS stating a delivery exception had taken place, and they had lost the package and would notify the sender. I called Verizon and they said they would need to do an investigation, and time passes. 

2/1/2022- I get an email showing another order placed to send me the iPhone 13pro. I finally receive it the same month. 

March 2022- I get a message from Verizon stating they were not going to credit me the $800 because my phone was damaged. This was nonsense and I know this is not true (I keep very good care of my things, and meticulous records). I called in, they said they would have to do another investigation. Time passes, many phone calls made during this time because I am STILL not getting the initial credit on my bill to go towards my new phone. 

December 2022- I finally reach someone who's able to put these pieces together, and they managed to fix the trade in credit. 

Spring 2023- I pay my bills, but they continue to seem higher than they should be. 

Summer 2023- I finally call in once I realize that on my bill, it shows there is an extra device agreement of $43 I've been paying for since my March bill in 2022. 

SUMMARY- I believe, that due to the fact the device promotion in December was no longer running when Verizon finally got around to sending me the device after UPS lost it, they had to create another agreement and in doing so, never deleted the device agreement for the phone UPS lost. There is other information that may be relevant, but the fact is, it's no coincidence that my February 2022 bill does not show this extra device agreement, given what was happening during that time. Then suddenly in March 2022- THE VERY NEXT BILL, AND FROM THEN UNTIL NOW, you can see clear as day that I am paying for FOUR DEVICES, and yet you can also clearly see I have THREE. iPhone, iPad, Apple Watch. I do not want a credit for the nearly $1,000 dollars I paid to Verizon for something I never owned. I want that money refunded to me, and I want my bill to be corrected to where it should be. At the time of this message, it STILL shows up on my bill, and AT A MINIMUM, this needs to be fixed. I have spent far too many hours making the same calls, with absolutely nothing being done. Nobody following up with me, and I have remained far too patient, and to a degree, trusting. This is fraudulent. I have been with Verizon since 2017, and I have spent an obscene amount of time repeating myself, which just shows that nobody has made notes on my account that indicate anything is being done.

It's simple- look at my February 2022  bill and compare it to March 2022. You will see in the March bill, that suddenly there is a fourth "Account Charge" of $43. That charge is paired to a device agreement for a device I don't have. It doesn't even say what the device is, because there is none! That charge is STILL there for my upcoming bill. I would have to imagine in order to use my cell phone, I need to pay this bill. Even though $43 of it is for a device I HAVE NEVER OWNED.

I have every piece of information to demonstrate this, and since it's through your company- so do you. 

[vzw_customer_support]

Hello, mrm0518. Thank you so much for sharing this info as it is clear you have been through quite a lot regarding your billing. Help is here. I have sent you a Private Message for assistance.

-Natasha

[awesome2020]

@mrm0518 ,  I  am having the same problem.  Did they ever take the device off your account?  Verizon is still trying to get me to pay for this device .

[RebeccaWu]

I've also encountered the same issue. I placed an order for a phone in November 2023 and prepaid nearly $400 for the taxes. However, Verizon shipped to the wrong address. I cancelled the order, but I never received a refund for the fees. No matter how many times I contact customer service, I get the same response - they tell me there's nothing they can do and I just have to wait. It's been 7 months now, and even after disputing the charge with my bank and getting a refund, I discovered that Verizon charged me the same fee again a few days later. Each staff member's attitude is like passing the buck, transferring you from one department to another. It's really frustrating.

[vzw_customer_support]

@RebeccaWu  wrote: paid for a device I have never owned. I've also encountered the same issue. I placed an order for a phone in November 2023 and prepaid nearly $400 for the taxes.

We are concerned to learn about your experience and we would like to investigate further. Be on the lookout for a Private Message from us so that we can access your account specific details and work towards a resolution with you.

-Andi

[jp95060]

That's insane I have same issue.  I sent in a almost new iPhone got 1000 credit trade in.  They lost my phone.  Took months to find it but when they did they said it disappeared in there warehouse.  Finally I got credit and was told I would get the credit plus 9 months of over charge.

Then they gave me one month credit back and the entire issue was earased from my history.

So now again I am being over charged and have not gotten my 1000 credit.  I call almost every month.

Same thing hours on phone they fill some form

Out.  Guarantee  they will fix it but never happens.

I think I have major anxiety issues now and get sick everytime I pick up the phone to call. I can't call them at this point without getting a major headache.

They are nice on the phone and I know its not the agents fault.  So its real hard to get angry at the poor person on the other line.  Its a company issue.

Its so insane, they say they owe me but wont give me the credit.

[mrm0518]

My fiancée is literally in the middle of dealing with the same issues. More specifically, being charged for a device she has NEVER OWNED. Every month she is charged for this device; and every month she spends at least an hour or two on the phone trying to get this resolved. VERIZON, YOU ARE LITERALLY COMMITTING FRAUD. This fraudulent activity will NOT be tolerated and you WILL fix this issue. AGAIN. The fact she has to call in every month, without fail— for the last 8-10 months; is FRAUD. Given your consumers, who trust your company to provide at a VERY REASONABLE MINIMUM— a product they own and have….you have YET AGAIN, failed to deliver. STOP PUTTING OFF problems. STOP TAKING YOUR CUSTOMER BASE FOR GRANTED. Because there are FAR TOO MANY people dealing with this issue. SHAME ON YOU. Resolve “JLS6279”s issue; and quit using EVERYONE ELSE’S GOOD WILL, by blowing them off when they have a concern. 

[vzw_customer_support]

mrm0518, we don't want anyone to be charged for a device they never owned, and we want this to be taken care of ASAP. We're sending you a Private Message so we can better help you resolve this.

~Jesse