Billing Issue
MK4733
Newbie

Hi,

My typical bill going back over a year was between $28-29.

In December 2015 my landline stopped working.

I called Verizon multiple times. Each time I was told the problem was in my house.

Eventually Verizon sent a tech to investigate. They were unable to find the cause of the problem and instead said they would setup a VOIP service (instead of fixing my problem). The rep said the change would be transparent to me with no change in service or cost. When I showed him what I was currently paying for my long distance he said, 'yes, this is no problem', implying there won't be any changes.

After the tech setup the alternate service, I found out this did not support long distance service with MasterCall, the company I've been using for long distance.

The tech said this change would not impact my service in any way, but it did in a major way.

I called back and said I don't want this new service, I want my original landline issue corrected as initially requested.

Several support calls later a tech came again, this time finding the issue with the line on the telephone pole. He corrected the issue (that was outside of my house the entire time) restoring my landline service.

Since then instead of my usual ~$28 bill, I receive a bill for $120.97 in January.

At the time of the $120.97 bill I had a $27.37 credit on my account as I tend to pay ahead of time to ensure a current account.

I called to complain as not only was I charged for unknown/unrequested services (I assume for the installation of the VoiP that I did not want instead of fixing the problem), but my credit of $27.37 was ignored as well.

The rep said I should pay $93.60 due to the $27.37 credit on my account.

I paid the amount I was told, only to receive a bill in Feb stating I was delinquent on $27.37 and charged an additional late fee with a new total due of $62.18.

I called Customer Support again. The rep said I did not have to pay the $27.38, nor the $5 delinquency fee since it was a mistake on Verizons part. He said of the printed $62.18, I should only pay $29.81.

I continue to receive bills stating I'm overdue for previous months, and still on one has explained why I was originally charged the $120.97 later to be reduced to $93.60. Everytime I was issued a partial credit, the next month I would be overcharged again, undoing the partial credit.

The reason I am posting this here is I have called customer service many times with no resolution.

Most of the reps I spoke with said they don't know what the problem is.

When I ask them to explain the charges and why my total is so much higher than normal, they were unable to explain.

I once spoke with a manager who said they would give me a partial credit. When I asked what about the rest of the overcharges, they immediately hung up.

When I called back another rep said they would take care of the problem, then they said, "There's a manager comment in your account that says we're not allowed to make any changes".

In summary, Verizon refused to troubleshoot my landline issue, a tech lied to me abount an alternate service presumably to get 'service conversion credit' , signed me up for a product I did not want. Eventually Verizon fixed the problem which was outside of my house, refused to correct the billing charges, and their manager apparently didn't like my accent, hung up on me and made a comment in my account that no other reps are to assist me.

All I wanted was my landline fixed after it stopped working through no fault of my own.

Terrible customer service.

I would like the amount I was overcharged returned (credit would be acceptable) so that my account is made 'whole' which is ~$28 / month as it was prior to this fiasco.

Thanks for your help.

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LawrenceC
Moderator Emeritus

Hi MK4733,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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