We called Customer Service on July 8th to cancel the mobile protect insurance on our phones on July 8th and just received our next bill showing the insurance charge for Jul 17 - Aug 16. We called Customer Service/Billing to get it straightened out and just got one runaround after another.
First, the customer service rep told us we would have to pay it now because the bill had been issued and get a refund the next bill. When we said we shouldn't have to pay it because we cancelled well before the billing date, his solution was to send us to his supervisor.
The supervisor first tried to give the same company line about the bill already being issued. When asked why we should have to pay for their mistake, her response became a convoluted series of excuses. First she claimed there was no record of us calling on July 8th - even though we have the record on our Verizon phone showing we called on July 8th 5:25pm and notes that we talked to someone named Rebecca stating the insurance was cancelled. Her only explanation was that we must not have called as she couldn't find the record. She then said she did have an entry from a store on July 11th but no details as to which store or what was done at the store. She had no response when we told her we had not been at a Verizon store for some time. Then she said the insurance wasn't cancelled until July 18th and we would have to pay it even though it was 10 days after we had cancelled and 7 days after the mysterious store visit. Again, no explanation as to why it wasn't cancelled until July 18th.
How do we file a formal complaint with Verizon as we should not have to pay for their mistakes? We plan on filing a complaint with the Better Business Bureau as well as the FTC. We have been with Verizon for years, and this is the worst customer service we have ever seen.
We never want any charges on your bill that you did not agree to. We'll send you a Private Note so we can get to the bottom of this.
~Jesse
I too currently have this situation. I cancelled this service on both phones. The amount was removed on my last bill. Fast forward this month. I'm charged again for Phone Protect and there is no option to cancel. How is this even right? I called and went in circles.
Biggest financial mistake signing into a 2 yr contract with this company. Bad business.
We are here to help with your billing concerns. Please tell us. When does your billing cycle close? When did you cancel those lines?
~Maria
So I just got off the phone with a rep, just like everyone else above me in this chat. Sent around and around… I am also being charged for insurance cancellation, more than that on top of this. We are all being charged twice and individually taxed on paying this company for their tower maintenance. Not just the fee that is inside your plan but it’s in that one time charge they love to send us. I cancelled my insurance almost 2 months ago and am now being charged a cancellation fee because I removed it. This charged also included the same charge once again for cell maintenance fee slapped into it. These reps also told me that since I used the insurance the tax on my device went up even with the same model exact that was replaced replacement. The reps said my data usage is also increasing my bill when I’m home using my WiFi because half the time there is no reception here. How are you charging me more for using WiFi and not cell data when it’s unlimited anyway?? Here in my area there is never anyone at the closest tower doing maintenance or Verizon ever attempting to make reception better. When I was trying to get my phone replaced they made sure they declined warranty of any kind when my phone was faulty and was proven by apple themselves. Sent in my phone just to let them try and fix it because Verizon kept sending me there. Apple even said Verizon is responsible for this and they hid until the warranty date was passed. Just to tell me now there’s nothing we can do. So thanks for the six months of being trapped. This company has done nothing but put a bad taste in our mouths and represented themselves as a s,c ,a ,m AND yes we will be leaving after 5 years of heck.
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