So we have had Verizon for over 10 years. About a year and a half ago I left my company that they used my account for some warehouse phones this created a sub account on my bill.
The sub account bill was paid in full no issue then about 4 months after I left I got a bill from Verizon showing a balance I believe of $170, around there. I called Verizon they said a payment was reversed but they could not tell me why or who requested this reversal. So after about a 30 min conversation they agreed to write the balance off since they could not clearly state why.
Forward to today, 9/28/19, we went into a Verizon store to upgrade a phone using installments and we could not do it. So I called Verizon and after 45 min on hold customer service and they stated that the sub account still had a balance on it and could not be done but that inside sales might be able to help. So I got transferred again to be placed on hold for 15 min.
Sales picked up I explained again and they stated oh yes we see it but let me transfer you to finance and they can have it removed. On hold again for 15 min and finance picks, the person on the other end was eating on the phone and says yes I see it let me transfer you and the phone went dead. So over an hour of transfers and on holds for nothing.
I get on chat to hopefully get this resolved and 30 min later of on hold they come on only to tell me I had to call customer service.
Here I go again 35 min later they pick up and then the lady states no it has gone to collections and I have to deal with the collection agency. WHAT Verizon stated they would remove the balance over a year and a half ago. She states here is the phone number and I can transfer you, click I am now transferred to a company that is closed for the day.
Since the time I spoke with Verizon about this balance over a year and half ago I hard nothing from Verizon or this collection agency so one would assume it was taken care of.
So I am going to dispute it but we do have a T-Mobile account also that I can transfer all my lines to since Verizon dropped the ball on what they said they would do and are willing to lose a customer. I can not get anybody with any sort of authority to call me on this and customer service will not escalate it to mangement when I asked.
When an account is in collections, there's no one to escalate to. At this point, that's between you and the company that now owns the debt. Usually they'll work with you to get it settled -- sometimes owing less than the total balance.
If you had service, got charged for it and had payment reversed. Paying off that old debt is the best way to clear it up.