Verizon not refunding entire overpayment for over a month.

[alidocious]

I am a prepaid phone customer of Verizon. On June 5, I went to make a phone call and was redirected to the Verizon Prepay Bot. This is usual and expected. And I paid the monthly prepay amount of $60 using my usual card I confirmed all.
Typically, as soon as soon as that payment is confirmed, the phone works again immediately. This time was not the case. It again redirected me to the Verizon Prepay Bot - I again went through and again paid $60 - and again, no service.
And then again, all of the same. Yes, again, for the 3rd time. AND, still NO SERVICE.
So, I went back home and got a number to call. After going through the phone tree several times, I was able to speak to a representative and after 30 minutes or so, and messages and calls and time - I was assured my overpayments would be restored to my credit card within 24-72 hours. First of all, that is absurd - it took them 30 each time to take the money from my card and now it's going to take them up three days to return my money? Rediculous, but I don't have a choice.
So, yesterday was June 12 and as expected, the money was still not refunded to my credit card. We're going on 8 days at this point, folks. So, I called the help number - again. Went through the phone tree - again. And was once again, able to speak to a representative. This time, THE REASON FOR NOT REFUNDING MY MONEY HAD CHANGED. I was told yesterday that the original refund was never completed properly. I was also told that THEY WOULD NOT REFUND MY ENTIRE AMOUNT OWED because "...at Verizon, we can only refund up to $150 within each month per customer. And since I was owed $174.50, that they could only refund the first $150 and then issue the remainder of the refund in 30 days."
So, after feeling really cheated and deceived, I am writing to let others know of these bad practices, lies, tricks and refusal to return money that they are essentially holding illegally, while making interest on money that isn't even theirs.
Additionally, if the case is true where the rep. stated that Verizon didn't process the refund because of the $150 limit excuse - you can't tell me they don't have a check in place, that when they go to submit for the refund, it pops an error that says to tell the customer $150 is the limit? You gotta be kidding me man. This is not true.
So, today June 13th.....WHERE IS MY REFUND? STILL NOT THERE. PROMISED WITHIN 72 HOURS AND NOW SOME OF IT MIGHT GET REFUNDED AFTER 10 DAYS AND I'LL HAVE TO STILL WAIT ANOTHER 4 WEEKS TO GET THE OTHER $25 BUCKS? WHAT IN THE WORLD? HOW IS THIS ALLOWABLE?
CROCK! Crooked business practices and refusal to return my overpayment. This is NOT IN MY CONTRACT WITH VERIZON!!!

[vzw_customer_support]

We know how important it is to know what is going on with your refund, and we are here to help. We will be sending you a Private Note, so please keep an eye out for that.

*Crystal

[carpidiem92]

PLEASE HELP!!!  I have a similar problem with Verizon.  I upgraded two lines (my iPhone 12 and iPhone 14) to iPhone 15.  Both lines were upgraded via the online portal via using their trade-in offer.  Got the new iPhone 15 and shipped the old phones back.  I have both records of email confirmation of receipt by Verizon with the trade-in value.  The upgrades were done in Oct 2023.  Three months later, Verizon didn't apply the trade-in value and charged me for the full price of the iPhone 15 (2 of them) when they clearly received my old phones.   Either they will send back my old phones or honor the trade-ins, which they allowed their customers to place online.   

I've been trying to call Verizon for the last 90 days, and I have had no luck getting through to anyone who is capable of helping.  Each time I called, it was a nightmare dealing with their customer service.   I always get someone from India or the Phillippines.  Either the calls dropped, and when I did get through, the rep said there was nothing they could do due to the limited nature of their role. I asked them to transfer me to someone higher up, but they have no idea how. It's been exhausting and frustrating, to say the least.  IF ANYONE CAN HELP,  PLEASE let me know.

[vzw_customer_support]

@carpidiem92  wrote: PLEASE HELP!!!  I have a similar problem with Verizon.  I upgraded two lines (my iPhone 12 and iPhone 14) to iPhone 15.  Both lines were upgraded via the online portal via using their trade-in offer.  Got the new iPhone 15 and shipped the old phones back.  I have both records of email confirmation of receipt by Verizon with the trade-in value.  The upgrades were done in Oct 2023.  Three months later, Verizon didn't apply the trade-in value and charged me for the full price of the iPhone 15 (2 of them) when they clearly received my old phones.   Either they will send back my old phones or honor the trade-ins, which they allowed their customers to place online.    I've been trying to call Verizon for the last 90 days, and I have had no luck getting through to anyone who is capable of helping.  Each time I called, it was a nightmare dealing with their customer service.   I always get someone from India or the Phillippines.  Either the calls dropped, and when I did get through, the rep said there was nothing they could do due to the limited nature of their role. I asked them to transfer me to someone higher up, but they have no idea how. It's been exhausting and frustrating, to say the least.  IF ANYONE CAN HELP,  PLEASE let me know.

I know how important these trade-in promotions are for me when I am shopping for a new phone, carpidiem92. I'm sorry to learn about your experience when trying to reach out for help on this issue, and that it still remains unresolved. I do want to be transparent, once we receive devices for trade-in, they cannot be returned. The great news is that you're in the best place for help with this. Please be on the lookout for a private message, so that we can help find a resolution ASAP.

-Joseph