We came into a Verizon store to switch carriers.
Promised $500 promo gift card
Waived activation fees
Told we had to buy a new phone because my husbands phone HAD to be 5g
So we did.
The man then said we have free iPhones. So we say great and sign up for an additional line. Get the agreement for Verizon to add the credit each month.
I have a teachers discount too.
He tells us sign up for a Verizon visa to get the full discount.
So we do.
Visa offers an additional $4.17 off per month
We also sign up for $50 protection
On July 19 I submit the rebate.
I also set up auto pay to hit on 8/5
On 8/15 im wondering where my Visa card is as it never comes. I log on to get more info and see that when it was approved it auto attached to my account. Ok cool.
I also see that im double charged on my Visa card for two payments of $382.95 um what?
So my husband calls and asks about the charges and about the location of our Visa card as well as the status of the rebate. He’s assured that the Visa card is being resent, the rebate is processing and that it will be easier to leave the credit on the account. Oh ok. So we do.
More time passes and there’s no sign of the rebate. So I go onto chat and for 3 hours chat with someone who finally says not to worry I’ve handled it there was a system error it’s on the way. Great!
So a few weeks goes by and I notice that activation fees weren’t waived, my discounts aren’t applied correctly and thus starts 3 days of back and forth with several agents who all argue all refuse to look at what I’m pointing out. Until one says we charge ahead like a mortgage. That was a rather curious statement as no cell service does that. He also mentions he sees one payment of $382.95 applied. I said oh well I paid $765.90 that day actually so where’s the other payment? Several agents later because a few just left the chat like he did and I’ve gotten one to give me a courtesy credit for the aggravation and another tell me that my bill is so high because the free phone promotion fell off. Ok well put it back on. He says sorry but that promo ended July 1. Ummm what? Well that’s not my fault I have the contract with Verizon that it’s free. He states that no that’s just an agreement Verizon doesn’t honour it as a contract. But you can have $150 towards the phone. WHAT?! So we go back and forth until he finds another promotion suitable and applies it as well as the credits we didn’t get. But I’m still wondering where is my rebate and why so I still have activation fees?
More agents and none help then one says well I’ll give you that $150 for the phone and take that that’s all I’m giving. Right. So I look on the website and I see 27 others complaining of a rip off being pulled with that rebate. Great Verizon got me. Ok.
So moving along I want my activation fees waived and where’s that other payment? They all keep arguing saying I have a credit why are you complaining! Oh because I’m due a higher one.
Finally after more pointless chat I get thru to a live agent she hangs up on me sends a text it was a mistake and then never calls back. I ask for another call. Finally a person who is willing to actually look at the account and she mentions the bill in June and says oh they applied your payment to June as a credit.
Hold up. What? No we didn’t go in there in June. So looking at it further i see we see are charged for a month we didn’t ever have. Then someone changed our beginning date to July 17. The correct date we started.
Problem is they left the balance. When I made the $765 payment sorry when Verizon took those two payments on 8/5 for June and July it only applied it to 8/5 bc how could it be applied to July 5th? When the system updated to show we weren’t customers yet? It couldn’t. So when the credit of the false month was applied it appeared to be a payment to an untrained eye. Anyone with an accounting background and with all of the facts laid out can see exactly what happened.
The payment disappeared when the false month was deleted. I however have the documents that show the errors.
Now with the activation fees waived and the teaching discount with the $4.17 visa discount per month and no instalment fee bc remember that was a free phone the total bill for each month is $179.14 with the protection plan added. As well as surcharges and taxes.
I’m going to keep this simple instead of doing the up and down credit adjustments:
June to July we were hit with $382.95 bill
We were credited but our payment was dropped and that’s why it doesn’t appear just then billing it only appears as proof we paid.
$382.95 was then credited back to our account. That wipes out the bill we didn’t owe. However when our start date with Verizon started billing software couldn’t have a historical date of payment and it deleted the “1st payment” as well only applying 8/5.
Which is why it shows but doesn’t show applied. Again the credit is for the month we weren’t there but billed for.
So 2 months of $179.14 for July to Aug and Aug to Sept is a total of $358.28
We paid 2 payments of $382.95 which is a total of $765.90 giving us a credit of $407.62. OUR money that we paid for the terms of the plan we agreed to with Verizon.
I’m bit including the credits for phone adjustments or waived activation as I already included that in cost of service each month. That’s a wash and honoured so the only credits we actually got from Verizon were the courtesy credits of $105 for what I was told “your inconvenience”. I think that’s barely even touching the level of it but ok.
Then $150 was given for that rebate which was really $500 but we got jerked out of Verizon honouring the promo. But ok.
So our total credit that should be on our account is $662.62
With October taken out on the 6th and our bill dropping to $129.14 bc we removed the protection thru Verizon October will leave a credit of $533.48
I would like that amount be refunded to the card on file immediately please. That amount doesn’t even include the missing $350 from a rebate promised to us of $500.
We have been stepped on and dismissed and completely disrespected by your company. The salesperson who sold us on Verizon should be looked into because I’m positive it is he who played with the account and the dates and caused all of this trouble.
The current credit is not showing what the entire amounts of the credit we are meant to have from Verizon.
Last night one of the chat agents spent an hour harassing me after being told I’ve twenty times to stop texting as it was 2 am. It has become a nightmare dealing with this. I’ve had to literally take 3 days of my time to go over my entire account and audit it. At this point I should bill you. This isn’t what I’d ever do for a client at no cost.
Please take this matter and treat it as the utmost importance. I have all of the documents provided by your company that show what is owed back to us. Please adjust our account accordingly and swiftly.
I’ve tried chat, I’ve tried phone next I guess I try a lawyer.