Billing
Veryconcern
Newbie

Complaint no one seem to help to fix error  

Re: $2210.84 bill 

 

At the beginning of this year my father in law passed away in American Samoa and I had contacted a representative from your company who informed me that my husband would be covered under the international plan in American Samoa.  

Then on January 23rd I received a message from Verizon that said I would be charged $2210.84 on February 10, 2024 along with a link to view my bill.  When I woke up to this text, I immediately called Verizon and I got a lot of apologies from the representative which made me believe that I had put in the plan to cover him while he was in American Samoa but no one had applied it to my account.  I was then told that a supervisor would have to call me back and that call never happened.  I was also told that on January 12 Verizon sent a message to my husband that indicated that American Samoa was not covered and that he was “roaming” he did not receive such message.  My husband, being there for his father’s funeral, and since I am the primary on the account I was curious as to why I was not the person to receive the message.  I looked back to my messages and received nothing.  If I had known that there was an issue I would have called and handled it right away as I have always done before.  When I did call on the 23rd and I was speaking to the representative they alluded to my husband being on a cruise.  He was not on a cruise, he was on an island burying his father.  

After going around with representatives a manager said that they’re going to call me back. When I did not receive a call from a supervisor on the 23rdI called again on the 24th and immediately asked to talk to a manager thinking that they would be able to help me and I was denied that privilege by the representative.  They said that it was my bill and my fault.    I was never given the opportunity to talk to a manager on the 24th and a manager never returned my callsas I was promised, on the 23rd.  After these attempts to talk and resolve this I thought it better to write this letter and send it to the corporate office in hopes that someone would care enough to reach out to me.

I am a loyal customer of Verizon and do all of my business with them and am looking for some loyalty in return.

 

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Re: Billing
vzw_customer_support
Customer Service Rep

Hello, Veryconcern. My condolences to hear of your father-in-law. I know this is a tough time for you and your family. Help is here as we can assist with your international billing concerns. I have sent you a Private Message for assistance. 

-Natasha

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Re: Billing
vzw_customer_support
Customer Service Rep

 

I'm sorry to hear we missed you. Please reach out here to contact us: https://www.verizon.com/support/contact-us/ -Joe

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