Customer Service Help Severely Needed!

[melissadavon]

I have a huge, ongoing issue with customer service.... I've literally spent precious hours of my life on the phone and unfortunately, it's getting to be a weekly occurrence.  I'm posting here with the hopes that this is another venue for me to be heard on and FINALLY get something resolved.

My nightmare started when I bought a tablet through Verizon Edge on 12/18 or there about (judging off my Verizon bill; I had no CLUE I would need to be keeping such close track of everything that has happened) for a Christmas present. I literally had it for less than a week, I did NOT open the tablet's box and decided to return it.  I called customer service.  Told them I wanted to return it, but there was no return label in the box.  They said, I can return it, no problem and they are putting the label in the mail.  So, a little over a week later (holidays, I guess) on 12/27, I received the label and mailed it the following day.  Verizon received the package on 1/2.

On my 1/9 bill, I was charged $599.99, a Verizon Edge Buyout Charge. So, now I have no tablet and a whopping $600 charge on my bill.  I called customer service right away, expecting it was just an oversight and they said they would take care of it.

On to February, same story.  Spent another hour on the phone and they said they would fix it.

I've had various explanations over the weeks and months, and various excuses.  Still no resolution though.  I've had my account shut off twice for non-payment.  I pay my bill down to $599.99 every month.  I will NOT be paying that charge.  Every time I call in, they say that financial is fine because there is an open ticket.  The first time it was shut off, I received a text saying if I didn't pay, I would be shut off.  So, I called in.  It was a Friday.  They said they took care of it.  Guess what?  Saturday morning, bright and early, I discovered it was shut off and spent another hour on the phone getting things fixed.  Oh, and don't forget I had to call back again after the billing cycle came out to have the reconnect fees refunded. Then it happened all over again about two weeks after that.

I've had some wonderful customer service reps, who really felt sorry for me, BUT none have been able to get it fixed for me.  Can someone out there end this nightmare for me?!?

[melissadavon]

Oops, sorry! I was just a little hasty on the send key lol.

I was going to say that I am now on the phone every 10 days or so because that's how long the financial hold lasts at this point.

I call in, have to re-explain my situation to a new person in customer service, they tell me they will resubmit, then they have to resubmit the financial hold.....

I'm pulling my hair out at this point, and I dread each and every frustrating phone call. Every customer service rep has been super nice & I'm nice too, but it's getting me no where fast. This is the fifth month of this nonsense!!!

[vzw_customer_support]

Hi melissadavon!

I know your time is valuable and I'm here to help! Based on your description it sounds like you device was returned outside of the 14 day Worry Free Guarantee. Let's look into this, please follow and Private Message me for additional assistance.

AyaniB_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[elliew]

Wasn't that worry free guarentee extended during the holidays???  Overlooking or forgetting this little detail?

[melissadavon]

Yes, that had been mentioned during the run around as well.  But, when we bought it and when I asked about returning it, it was stated that the return window was larger during the holidays.  I don't recall exactly how long though.  And besides, I would have had it returned in about a week or so, if a return label had been included in the box.

And besides that fact, if it WERE returned outside of the return window, I have no tablet and a $600 charge.  How is that right?

[melissadavon]

And also, for the record, I dropped the tablet in the mail 9 days after I ordered it. I did not choose the mail speed, Verizon did with the label they sent me.

I followed you, I'm awaiting approval so I can PM you.

[rcschnoor]

Did you follow Verizon Wireless Customer Support or did you follow AyaniB_VZW?

The first one is a generic unmonitored userid which Verizon reps log in to post as reps. Any follow request sent there will sit unanswered for all time.

Be sure to send the follow request to the latter userid.

And yes, you are correct. The worry free guarantee WAS extended for purchases made from Black Friday thru Xmas to January 15, I believe. I don't understand how a Verizon rep could possibly be unaware of this.

[melissadavon]

Nope I hadn't, thank you so much for that info.

[melissadavon]

So, have not yet heard back from AyaniB_VZW, except to get my pertinent info.  In the mean time, I've received a text message asking me to call in about the issue.... So, I called in.  AGAIN.  Spent another 30 minutes of my beautiful day off sitting inside on the phone.

Again, for probably the dozenth time (after being told I was outside the return window lol) I was told that it wasn't submitted correctly, this time it is being submitted correctly and I should have a credit in 7-10 days.

Haha, yeah right.... After 5 months of this BS, I highly doubt it

[melissadavon]

This is a never ending nightmare for me.  Ayani had tried to call me 2 or 3 times, all while I was at work (I'm an RN and can't just answer the phone anytime).  Left messages.  The last one said, that he had good news, it was take care of.

Nope, try again.  Still have a $599.99 charge on my account.  Still having to call in and talk to CS once or even twice a week when they don't get it right the first time.  I still get the nasty text message saying if I don't pay, they are shutting off my phones.

The past two times I called financial support, they haven't wanted to read through my account notes and instead just wanted to be snotty and rude to me.  They wanted an "immediate" payment because my account was severely past due.  As I explained to them, I'm still paying my bill everything month, down to the $599.99 that I DON'T owe.  They have been quite rude and hateful to me this past month.

The last two times I called and talked to customer service, I've asked for a supervisor.  The first time, the supervisor was supposed to call me back in 10 minutes.  NOPE, I waited for 4 hours and called in myself because I never got a call.  The agent transferring me knew I was angry and offered me a $25 credit and I never got it either.  Big surprise.

So I called back again, and asked for a supervisor AGAIN.  This one said that she would call me back after 10 days had passed, to give it time for the last submission to go through (because, apparently, it was going to work lol). That was Monday, May 18th.  SURPRISE, no phone call!

This is all compounded by the fact that none of the representatives can seem to follow through and do their job.  I talk to someone on a Friday, because I get the dreaded "we're shutting off your phones" text.  They say they take care of it, then two days later, I get the exact same text and go over this LONG, CONVOLUTED story again and again and again with new people every time. And each time, I get more and more stressed and angry.

So, now I'm about to file a mediation form.  If that doesn't work, I guess I will go on to arbitration.  Why is this so hard?  It's really pretty cut and dried.

I'm toying with the idea of hiring a lawyer.  I know it's only $599.99, but I feel that I'm being caused extreme emotional stress by all this.  Every time I have to call in and deal with this (once to twice a week), I have severe anxiety and the following night insomnia.  I'm being treated like I'm a criminal for crying out loud!