Note* This message comes after searching for a specific regional associate or lower-level corporate representative but couldn't find results.
I'm writing to you out of exhaustion from trying to resolve a simple billing issue with Verizon customer service. So I apologize for this lengthy message, but I am at my wit's end.
I decided to upgrade my phone through the Verizon chat agents on June 20, 2020. I still had half of my contract to pay off for my Samsung Galaxy S9, due to me having to suspend my service last year because of my year-long deployment to South Korea. While talking to the chat agent seemed quick and easy to upgrade my phone and payoff my Galaxy, it has since then caused so much confusion and frustration with every single agent I talk to since then. Now, I have a receipt for June 20th, a receipt that I cant show to prove either the agents on the chat or on the phone and have explained a multitude of times that I paid off my Samsung on June 20th. For this month's bill, July, I have been charged AGAIN for my Samsung Galaxy S9 as if I never paid it off as well as charges for the accessories for my new phone, the iPhone SE (2020). It shows very clearly that this month's bill has the same exact Samsung with remaining monthly payments rolled into a payoff, again, for which I've already done.
Every time I talk to a chat agent, they claim they see that this month's device payoff is for my new phone, not my old phone. And every time they say that I tell them and can see that it clearly states it's talking about my Samsung. They told ME that I don't have documentation stating that I'm starting monthly payments on my new phone. This is also incorrect. Again, on both my receipt and my NEXT billing cycle it CLEARLY states that I am starting my $16.66 monthly payments for my iPhone. Again, I cannot show them what I'm seeing, even though it comes directly from your website and the receipts that you (Verizon) have sent me. And every time I talk to them, they make it seem like IM in the wrong when this is clearly something that VERIZON has messed up. I have proof. I have receipts and a bank statement confirming what I've paid for. And I am getting nowhere.
Not only that, but last MONDAY, 06 Jul 20 I finally thought I was getting somewhere with a phone agent when he very quickly gave me a credit for my charges on this month's bill and, once again, sent me a confirmation of said credit. $333.30 to be exact. It was later found out that the credit is missing an additional device charge of $33 on my Galaxy that is listed on my billing statement. But also, this confirmation email of said credit said that it would hit my account in 48 hours. I waited, and waited, and waited patiently. I even went to the nearest Verizon store two days later to talk to someone in person to confirm the credit! As of yesterday, after it still not being on my account, I talked to yet another chat agent who gave me the exact same runaround from the very beginning. AND here I am starting from scratch again! And I even found out through this chat, that the credit was supposedly cancelled, without me knowing about it! No notification, no callback, no future conversations. I had to chase down agents yet again! Because there is "apparently" no documentation of what I clearly have sitting right in front of me proving what I've explained above. This is unsatisfactory customer service at its finest. I've waisted HOURS of my time fighting and going back and forth and trying to keep my emotions in check so I can get this figured out. I am a single parent, I am a military member. I don't have time to be sitting on the phone for hours each day. And I shouldn't have to search for HOURS to find someone of a higher level to talk to. Every time I've talked on the chat and asked for an email address or someone else to talk to so I can show what receipts and documents I have to prove I'm not LYING, I don't get an answer! This is by far insulting to my own personal character and integrity as a Verizon customer, for years. AND mind you, this isn't the first encounter I've had with a corporate office regarding something so simple that you shouldn't have to worry about. A few years ago it took me having to do THIS exact thing to get another simple billing issue hashed out because of another Verizon fail.
I am BEGGING for this to be resolved. I will not pay for my Samsung again. I want my original plan of monthly payments for my new iPhone. And I want all these extra charges to be cleared. PLEASE!