Dear Verizon Customer Service,
I am writing to demand immediate action and resolution of the ongoing mishandling of my account. Despite my repeated efforts and the promises made by Verizon, I continue to face unauthorized charges, unresolved issues, and missing services.
To recap the serious service failures Iโve encountered:
โข Over 20+ hours wasted: I have spent more than 20 hours on the phone with Verizon, being transferred between 17 different agents, each of whom assured me that the next person would resolve my issue. However, I was forced to explain the situation again every single time, indicating a complete lack of communication and documentation within Verizonโs system.
โข Multiple store visits with no resolution: After visiting two different stores to verify my identity in an attempt to activate my phones, neither was able to assist. I was then told to return to the original store to show my ID again, which is beyond unreasonable.
โข Five phone numbers on my account: I initially purchased three phones with three new lines, yet I now have five numbers on my account due to Verizonโs errors, two of which I never use. I am also being charged $5 per number for setup fees on lines I did not request.
โข Incorrect billing and no credits: Despite my requests to have the activation fees waived, my phone upgraded to a newer model free of charge, and a credit applied for my time, none of these have been honored. My bill now stands at $507, and these requests remain unaddressed.
On top of these issues, Iโve now discovered additional problems:
โข Missing Device Protection Plans: The receipt from my original purchase clearly states that I was supposed to have device protection plans for my phones. These were not applied, which is yet another oversight and failure by Verizon to deliver on its promises.
โข Unauthorized Foreign Travel Protection Plan: I was charged for a foreign travel protection plan at $10 per day, which I never requested. This is an unauthorized addition to my account that further adds to the frustration and mishandling of my account.
What I am formally requesting:
1. Waiver of all activation fees that were incorrectly applied.
2. Immediate removal of the unauthorized foreign travel plan and refund of any related charges.
3. Application of the device protection plans as promised at the time of purchase.
4. Free phone upgrade to the newer model, as requested, due to the time wasted and the unresolved service failures.
5. Credit for the 20+ hours Iโve spent on the phone trying to resolve these ongoing issues caused by Verizonโs failure to provide proper service.
These issues need to be resolved within 48 hours. If they remain unaddressed, I will escalate this complaint to the Federal Communications Commission (FCC), the Better Business Bureau (BBB), and other consumer protection agencies. Additionally, I will not hesitate to seek further recourse for the blatant mishandling of my account and wasted time.
Please treat this matter with the seriousness and urgency it deserves.
Hello, Myoung1083. Thank you so much for reaching out and my apologies to hear of your experience. Help is here as we will always right any wrongs and ensure your account is set up properly. I have sent you a Private Message for further assistance.
-Natasha
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