Back in October I decided to make the switch to Verizon for myself and my wife. I went online, signed up, and took advantage of a special they were running where if you bought an iPhone X you could get another phone for free. I got myself and my wife each a phone and set us up with plans. Everything was going well. Set up auto-payment and wireless billing so I can just let it do its thing and not have to worry about bills.
Around December I receive a notice from Verizon stating that our account is overdue. Considering I am set up with auto-payments I am confused and call in. They state everything is showing paid and this letter was likely a scam and to ignore it.
Same thing happens in February or so, so I call again and same deal. Just called to make sure. They state they found another incorrect account so they said they would close it.
Then in June I receive a letter from a collections agency regarding my Verizon account. My account is still working so I call into Verizon again, and am told again that this is wrong and my account is in good standing. I reference the collections agency and the account on there and am finally told (after about 3 hours of being on hold) that a second account was opened the same day. After another 30 minutes they figure out that my actual data/usage line was set to one account (that I had been paying on), and the phone payments had been set to another.
I ask they remove this from collections and put it on my actual data/usage account and they say they are unable to and I must pay the full balance for both phones (nevermind the one was to be free with the other). I say I will pay the past due balance from the missing payments since I was not notified but wanted the remaining payments moved to my usage account so I can pay the phone off according to the original terms I thought I had agreed to (since I was never aware of this second account). This also cannot be done. All they say I can do is pay the balance and pretty much just eat the giant knock to my credit score. I had asked for supervisors who were apparently not available. I asked that someone call me back by the close of business that day, and I have not heard from them at all. It has now been a month. I called again today, and again was told there was nothing that could be done.
If a customer service rep reads this, I simply want to pay the past due balance on the phone, and have the payments moved to my normal account. I also want the credit reporting agencies notified in writing to remove this from my report.
Did you ever look your electronic bills or sign into your MyVerizon account online and look at usage?
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
Gambit1326, we always want our customers to receive the support they need, as it's essential to your wireless experience. It saddens me to learn you've been dealing with this additional account since last year. We understand your credit is impacted, and we want to help as much as possible. I understand you opened an account in October for two lines. However, you received a letter advising your account was past due. You mentioned you did reach out to us several times, and it's unsettling to learn you were never advised of this other account. To better assist youregarding your account concerns, we will need to give you a call. I will be sending you a Private Message.
What is a good number to actually get ahold of a live agent that is willing to escalate a call to the fraud dept? COUNTLESS calls, chats and endless hours on hold only to be hung up on is nerve-racking. It’s always “we will take care of it” and no resolution in sight. How is it possible that I have to jump through hoops to prove I never authorized a line to be opened under my name but yet some random scammer can walk in to a Verizon store and have a whole new account under MYYYY name in less than 10 minutes? I have to provide endless amount of documents to prove my innocence yet I am curious to know if those same documents were asked to be provided by the Scammer when they fraudulently opened the account under my name? After reading on Twitter, Facebook and on the Verizon community page it is alarming to see how many people are complaining that they cannot adequately receive help from customer service reps. Two different customer service representative had the audacity to ask me if they could offer me a better data plan?? Are you kidding me? I called to report a fraudulent account opened under my name and they had the audacity to ask me if I was interested in being put on a different data plan?!?!? Where is corporate in all of this??! HOW IS IT POSSIBLE THAT VERIZON SUPERVISORS AND MANAGERS ARE NOT AWARE OF HUNDREDS OF CUSTOMERS COMPLAINING OF THE EXACT SAME THING?? Please for the love of God please help us!!!
That sounds absolutely dreadful. Let's get you the direct number for the Fraud Department. It's 888-483-7200. Please give them a call to get this sorted out.*Melissa