Hi, I am having a problem because my phone pocket dialed my sister in Ireland and apparently the call went to voicemail and went on for 58 minutes. I didn't even know that my phone could make international calls. The first time I called Verizon to try to resolve the issue and request a one time waiver of the $115 charge, the customer service rep assured me that I would be able to be credited , and she would block my phone from making international calls, but that I would have to call back for the credit when the bill came out.
I did wait, and the next representative I spoke to told me I could only be credited $23, then later $30 of the $115. He then supposedly blocked my phone from being able to make or receive international calls, because it hadn't been done. Also, he said there was not documentation, and that it was a legitimate call, so I would have to be charged. I requested a supervisor, and I was put on hold for over one half hour. He then came back and said he would create a case and I would have to wait for an email in 5-7 business days.
I really just need the $115 charge waived. It is very clear what happened, and it seems extremely punitive of Verizon to acknowledge that it was an accident, promise a credit, and then to come back and argue with me about crediting only about 20%.
It is very strange that a voicemail system wouldn't hang up after 1-3 minutes.
This charge represents a full days wages for me-it is no small thing.
Help! I've heard that Verizon can decide to make a one time exception and credit a charge like this considering the circumstances. We are loyal customers, so this unresponsive is extremely frustrating!
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