I apologize for the length of this post. It was difficult to break this down into several paragraphs, without fueling it with unnecessary emotion.
On 08/30/2023 I attempted to purchase an unlimited welcome plan, with "Bring your own phone" plan. After the order was placed, the order summary included an iPhone 14 Pro. I did not select an iPhone 14 Pro.
I called support told them what happened and they cancelled the order, as it was the only way to remove the iPhone from the order and prevent it from being shipped. I was told to place the order again, and if the iPhone 14 pro was added to call back to cancel the order, again.
I did not place another order. Something just didn't feel right. I didn't trust the website ordering process. I thought I would just go into a Verizon store, but normal work and life stuff got in the way and I haven't visited a location.
A week later I received a bill via email for 120.00. I called support again, spoke with the support representative and she told me that the order was cancelled. There is no account information associated with the bill so there is nothing she can do. Then assured me I that would not be billed.
Then the support rep. puts me on hold for 15 minutes. eventually returned to the call and fed me so many ridiculous excuses and solutions. She talked so fast that I had to tell her to "Stop, lets go through this one step at a time." She repeated my name wrong several times, even though she had my info in front of her. This was also intentional.
Her solution was that Verizon was going to send the lack of payment to the credit bureaus, and that I should trust her, she would call me back and mail me a check that I would have to use to pay off the credit agencies.
I could not believe what I just heard. I still can't. I am an educated adult. I work in cyber security and now what a con-artist sounds like. And this support representative raised all of the typical red flags.
Shortly after I received an adjusted bill. 120.00 was adjusted to 56.27.
Called support again and spoke with another support representative who told me the same as all the other support representatives, useless.
Over the past couple of days I've been receiving "Urgent" text messages from Verizon requesting me to call financial services to pay the 56 dollar bill.
There is no account, there was no service, there is no phone number and I have to 56 dollar bill that must be paid or the unpaid balance will go to the credit agencies.
How do i fix this?
08/30/2023
Order number(s):
5356436
Order location code:
X473601
Confirmation number(s):
996796972471427
Side note:
These out sourced over seas support call centers and representatives intentionally create chaos storms. Lots of companies use them, including Comcast/Xfinity & many others. They are designed to confuse customers so that by the end of the conversation most forget why they called in the first place. The calls are recorded and the alleged support reps intentionally "Prime" those calls with mistakes, like wrong names, wrong account numbers, etc. so there is no paper trail. Then shortly after hanging up realize we the customer realize what just happened. So we call back, no information from any previous conversation was saved, so called reference numbers cannot be found and the process starts again...and repeats again...and again. Until the customer finally gives up.
This is Verizon support and I'm well aware that not all Verizon support representatives are like this. However, these call centers represent Verizon as a whole. Because the majority of your customers are transferred here.
When we sign up for a Verizon plan we waive the right to class action lawsuits by agreeing to the terms and conditions. And this situation is a perfect example of why that is. I can still involve a lawyer through arbitration however. This can no longer be allowed.
