I switched from an individual Verizon phone plan to a family plan in November 2019, and paid the final bill $130.81 in question ON TIME 11/19 over the phone (from instructions provided in the final paper bill). This was intended to save money and remain a Verizon customer as my device was also paid off. I could not login to my old account and opted out of sending a physical check. I've made numerous attempts to correct the situation and have hit dead ends with scripted responses; false expectations; and reps making condescending remarks that I never paid the bill. This $130 bill has catastrophically damaged my credit 100 points and will remain there paid/unpaid for the next 7 years unless deleted by Verizon.
Where can I have this issue addressed??? I don't want to lose my right to further contest through mediation or arbitration with an invisible disinterested 3rd party. I have pages of documentation showing payment was made, and even then followed up on before the credit report.
If I pay the $130.81 again, it will be assumed the debt is valid and someone later reviewing the case file will see this as delinquent or customer error. I am happy to prepay the current family plan by $200 on the condition there is a satisfied resolution.
This unfortunate circumstance has caused an intense amount of stress. With this item remaining on my credit report, I will be paying thousands more in interest on a new car loan (my beater pickup is approaching unreliability) and may lose out on job opportunities within the next month.
We would be happy to look into your concerns with you, and make sure you have the next step to get assistance. Please tell us, have you tried visiting a direct Verizon Wireless location, or contacting us regarding this matter previously? - Robert
I went to Verizon Wireless location at:
7700 SW Dartmouth St. Ste. 190
Tigard, OR 97223
They quickly told me just to call with customer service, and that they don't handle billing issues. I've spent close to 2 hours over the phone and 5 hours assembling all documentation that I paid my bill in full;was not negligent or delinquent; nor did I ignore mail notices before the credit mark. Why would I intentionally pay the wrong account and forget about it? I've paid $200 cell phone bills before with no missed payments.
The response of, "The account was not reported in error, thus cannot be removed from credit reporting," 'is not acceptable in this circumstance as this is not customer negligence or delinquency or error (based on a couple posts). I've been courteous to every single rep and can't seem to get someone to review and delete this from my credit reports. It will cost me thousands in extra interest, rates, and loan declines for the next 7 years.
Here are my call log notes from earliest to present. I just need someone who can help me with this as I don't want to have to spend more time going to the BBB, Consumer Financial Protection Bureau, and my state's Attorney General. It has been a very unfair situation...... Thank you.
Whatever you paid sounds like the last completed cycle and not the cycle you transferred out of.
Lemme give an example based of how Verizon cycles work.
Let's say your bills were due Nov 10th and you transferred the same day. You paid in full and owe nothing, right? Not quite.
What would have been due Nov 10th would be bill cycle Sept 18th - Oct 17th. (example is the 10th to make it easier to keep track of cycle since you add 7 and that is when a cycle closes)
The cycle your transfer occured would be Oct 18th - Nov 17th. where the due date would have been Dec 10th.
Actual money owed would be based on your billing period and days active during that cycle, but this is how it's easy to think you paid while still oweing on a final bill.
What you explained is precisely correct on those dates. I just paid the final paper bill that was sent to my address in full over the phone. I could not send in a physical check nor could I login to my old account.
I always receive emails from Verizon and pay the previous month on time, all the time. I got a second mail notice for that same bill same amount previously paid, and store reps and call center cs said the account has no issues (Remember this bill was paid in full).
I'll have to keep pursuing this somehow, and really can't have this on my credit reports. Why would I pay the final bill amount and ignore mail notices? Hopefully somebody can chime in for a manager that can review the 31 page case (emails, mails, bank statements, call logs, etc.) proving I paid and followed up to confirm proper payment on the final bill.
We understand this is frustrating for you. We apologize for the trouble you are experiencing. The collection company that has your account should dispute it for you. They will then reach out to us to research. You can also dispute the activity on your credit report. This will initiate an investigation on our end as well. If you have exhausted all options, you can reach out to our Recovery Team at 800-852-1922.
Thanks for all that contributed. I did get this resolved on Friday with an email confirming the deletion on all 3 credit reports. I scheduled an appointment at a corporate store downtown and the manager Wendy was able to pull my transaction detail and work with an Ops Analyst named Ryan to resolve this. I received excellent service from them, and they made it right.
It took great pains to get this done, and also fend off those awful collection reps. I was able to stop all calls early on and send my documents in the mail. Hopefully this post helps someone at a later date as it's better to do this in-person or through mail.