Looking for whatever help I can get with this issue.
We were on vacation in December in a city thousands of miles away from our home. We had initially decided to accept a promotion to add 3 lines and 3 devices, 1 Samsung watch, 1 iPad and 1 Apple watch, for some nominal cost. However, 2 days later we returned them to the same store in wrapped, new condition and paid $150 in restocking fees. Fast forward to 2 bills later, and Verizon is charging us over $1300 for these devices. Apparently, according to one of their customer service reps, it was due to the employee canceling the lines before returning the devices in their system. When he did this, it triggered the charge back clause in each of the device's service agreements. Mind you, I didn't do anything but return these devices and pay a restocking fee. I didn't call and cancel the lines on any of these devices, the employee did when I returned them.
Since then, I have spoken with 4 or 5 different customer service reps all of whom ultimately tell me the issue will be resolved. However, today the same customer service rep who told me they would resolve the issue initially tried to set me up with a payment plan for the cost of these devices that were returned. This was after she said I was in danger of my services being disconnected. So I am at a lost. I would really like this billing issue remedied ASAP as I cannot be expected to pay for devices I returned within the stated return period and even paid $50 in restocking fees for each. The ultimate resolution each of the customer service reps gets to is going back to that store to have them fix it in their system but that store is thousands of miles away. And I have been unable to reach the store any time I try to call.
We are sorry to read that you had this experience, as this is never what we want any of our customers to go through. To better assist you, we will send you a private message.
~Freddy
I am so beyond upset version, you keep doing this to your customers. Due to your negligence the same thing is occurring to me. Your customer service reps Iโm sure know how to fix this yet they donโt, your sales reps are the reason this has happened in the first place. What are you going to do to fix this. This is absolutely not ok.
I was just on a three way call with my bank and one of your representatives and you guys are so unbelievable. Beyond rude. This is seriously so disappointing. Please fix this version.
Hello DustyDodge, we want to make sure that we can find out more about your concerns. So we can better assist, we will be reaching out via Private Message. -Dee
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