Worst Customer Service Ever

Never thought a company could make ATT's customer service look good but here we are.  

On 7/8 I placed an online order for 2 iphone 14s and some accessories.  On 7/10, I received an email stating that my payment failed.  I followed the link to the payment portal and entered my credit card info.  Payment was accepted and the portal clearly stated my card would be charged when my order shipped.  Payment posted to my credit card on 7/13 in the amount of $2404.93.  I assumed that meant my order was shipping but thought it odd I never received either shipping or tracking info.  I went to my account page on the VZN website and saw that my order was on hold and that I still needed to update my payment information.

After nearly 4 hours on the phone with VZN on 7/18 I was told that they needed to open a "Payment Investigation" to determine where the money went because it was not applied to my order.  I got an email with the Payment Investigation number and a link to check the status, however there is literally no way to check the status.  2 more hours on the phone with Verizon and no resolution.

Finally contacted my credit card company to dispute the charge and filed a chargeback.

Problem solved, right?  No. Just received my auto-pay billing statement and I am being charged the $2404.93 again because I disputed the original charge.

Another 90 minutes on the phone with Verizon again today and I have zero confidence this line item will be removed from my bill.

TLDR:  Ordered phones, credit card charged $2404.93, phones never shipped, order on hold.  Verizon has no idea where the money is, I disputed the charge, Verizon trying to take my money again for product never received.  Sounds fraudy.

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Customer Service Rep



This is the absolute last sort of experience we want for you when placing an order. We want to do all we can to help, starting with taking a look at this order in detail. We are sending a Private Note to further assist you.