I purchased a phone last year and without warning it stopped turning on. I had insurance for the phone so I called Verizon and had a replacement sent out. I was advised that packaging would be sent and the I needed to send the broken device back, which did.
Weeks later I start getting text messages that I would be charged for the device. I called and was told that they never received it. I provided the tracking number that shows it was delivered to their dock and signed for. After I provided that proof I was told they had received it and the $699 charge would be taken off.
I scheduled a callback for 2 days later (earliest I could get) to confirm that the charge has been removed since I could still see it on my account. I was then told that the box had been received but the wrong phone was in the box. This is completely wrong. I have spent countless hours getting tickets opened and escalated and each time I am told they are investigating it and that the agent I spoke with would call me back with an update an resolution.
This has happened multiple times. Finally, this week I started receiving messages that I have 1 week to pay the $699 or my service would be disconnected.
I scheduled another callback and spent over an hour on the line starting exactly where I left off on my last call.
I finally got escalated to a manager (after another 20 minute hold). When I got to the manager he explained that he was going to open an investigation and would have to schedule another callback. I told him that this continues to happen and I need a resolution to this issue.
He responded by hanging up on me and as soon as the call eneded I received a push notification that may service will be suspended with the payment of the fee.
I have been a loyal customer for over 5 years and I am beyond frustrated that they have let me down with EVERY contact I have had with them.
I will continue to look for ways to get to someone in this company who actually gives a darn about their customers and they help get this removed.
In the meantime I will be filing a complaint with my AG office.
@EBailey24 wrote: This has happened multiple times. Finally, this week I started receiving messages that I have 1 week to pay the $699 or my service would be disconnected. I scheduled another callback and spent over an hour on the line starting exactly where I left off on my last call.
Ebailey24, I'm sorry that you've been having trouble trying to get this resolved. For sure if we got that device back, I don't want you to have any charges. I'm sending a Private Message so I can help out, and work to getting a resolution on this issue.
-John
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