My usual (family) plan bill is $68. This month I have been stunned by a bill of $229. An international call charge of $117 (+ all the attendant surcharges, fees and taxes) against one of the two lines is the obvious culprit.
I have spoken to several contact center (support) staff members through yesterday, 8/6/2019 - to four, to be precise. None have offered me any resolution bar reiterating that the call (59 minutes to a number in the UK) was positively made. And, that assertion is quite simply false.
Now, this rendered me in this hopeless position where I have no technical means to refute - It is a simple matter of my word against Verizon Wireless'. Note that I have run into this position for the first time in my otherwise satisfactory Verizon relationship of the past several years.
I notice from a simple google search that I have several fellow-sufferers of this same issue.
Can someone please guide me on how I could in a pointed manner escalate this? [Per my research, the support options appear to be via: Social, Text, Chat and phone - No Email option is available with the i.d of someone at whose desk the buck stops).
A quick reply will be much appreciated.
daveanurag @ Seattle, WA
I can understand it being alarming having an unexpected charge appear. Did you review the call details in question? Did you review the call record in question? Call records can be viewed on line with ease by clicking here http://spr.ly/6600EFPjw and signing in. Once in, Tap or click View Activity Usage to view your data, voice and messaging usage.
A false charge is an accidental butt dial for a 1 min call at 1.99 -- 59 minutes is intentional. A number from the UK had completely different formating than the US. If this were a Canadian number, then I can see it as an accident.
This honestly sounds like someone on your account isn't being honest about a call placed. Maybe an online friend or relationship.
This is how others will see it. The duration is too high to be looked at anything other than intentional. If you want a resolution, your best bet is tenure and bill history. If those are good, you could get the entire amount removed (rare) or have a courtesy credit of the difference between call the world $15 feature and the charge of the call.