Since mid of March, I started receiving mail and emails from Verizon Wireless (VZW) claiming: “Although your service has been terminated, there is still an outstanding balance of $1,529.98.” I immediately contacted VZW and opened a support request, but the agents were clueless, providing various incorrect instructions. To make matters worse, VZW forwarded this invalid debt to the collections agency MRS BPO!
After weeks of back-and-forth and hours wasted in chats, an agent finally discovered the issue on May 12th. The problem stemmed from VZW’s’ own mistake: After I placed an order for an iPhone 16 Pro and Apple Watch (both free under promotion) to join VZW in Dec. 2024, a team prematurely closed the original account linked with this order and opened a new one to change the phone number (there is problem to port in number from another carrier so VZW assigned a new number to this line). While the devices were correctly transferred to the new account, the old (inactive) account wrongly triggered a full charge for the devices. The agent promised to call me the next day to resolve it—but never did.
On May 15th, another agent confirmed she would remove the false charges from the old account and clear the debt record with MRS BPO. She even sent a text confirmation, promising a follow-up call in 3-5 business days. Yet, no one from Verizon has contacted me since.
This falls far below the standard of service Verizon customers deserve. I am deeply disappointed by this experience. Now, because of VZW’s negligence, my credit could be at risk due to an unjust collections entry.
Verizon Wireless needs to take immediate action to:
1. Permanently waive the fraudulent $1,529.98 charge.
2. Fully retract the debt from MRS BPO and confirm in writing that my credit won’t be impacted.
3. Provide a direct escalation contact to ensure this is resolved without further delays.
We are sorry to hear that you've had this experience with us. We appreciate you reaching out. We'll be sending you a Private Note to further assist. -Sara
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