Billing Disaster

[Chiron57]

History the story from the start, in chronological order :

Account Opened:  year: 2023 - I was a customer doing a switch from T-Mobile to Verizon home internet and phone service. (the store guy tried to sell me two phone so I could get one iPhone 14 for free. (I told the salesman I didn't need it) .  Date of service began March 10 and not was sent for the billing cycle of March 10th-thru April 09th.  I called the customer service agent and was told that the system has not generated a bill for me yet to call back or I can get notifications on my Verizon app.  (never happened) on April 10th-thru- May 10th a bill mysteriously shows up for $434.15 ( at midnight while I am sleep)  yet it was not debited from my account, however surprise on the morning of May 11th I get a total of $586.26 pulled from my account.  Which sends me into a near mental breakdown.  I call the agent and I get this stupid stuff about they sent me a bill and I could see it on my app.  Notice they charged me for late fees and all the other stuff they could load unto this billing cycle.  However no mercy was giving to me due their system errors.  I fail for the bait of course just to keep myself from staying upset.  ( I am thinking this was a one time thing and boy was I wrong!!)  I get a bill for June 11th-thru Jul 10th for $140.27.  I was told by the agent that I was charge for the previous months and the new bill when they took almost  $600.00 in May. (deception)  so My account is debited an additional $140.00  then from Jul 11th- Jul 23rd I get another bill due for $197.10 for what is not clear to me.  So I call the agent by phone and aske why does my bill reflect a different amount from what was seen on Jul 10th, of course this was some more babble and I was forced to pay it or lose my services and home internet (mind you they have my card on autopay) then from Jul 24th thru  Aug 23 I get yet another bill for  $364.60

no explanation for the continued high bill.  However I get a lot of harsh treatment and rude talkdowns from agent towards me.  As a senior man, who don't really use the phone for nothing but calls and home internet for Youtube surfing.   Then bomb here comes a bill for Aug 24th -thru- Sept 23rd for $ 401.30 billed let's do the math before I continue for 5 horrible months of services I paid a total of  $1,690.53.  When I tried to escalate the call to someone for internal investigations the agents lie and tell me they will have someone review my bill, but really that's just warmed over soup, and a snow job.  Wait Sept 24th thru Oct 23rd I get yet another bill $406.51 and have to go through this torture all over again with others  agents that don't really care to solve this issue.  I take my debit card off of autopay until they get things investigated and they increase my bill even higher.  So now in Nov 24th thru Dec 23rd I get a bill for $139.64 and finally a bill for  Jan 24th thru Feb 23rd for $437.41, because I returned the home internet, so that I could see a fair bill.  However the agent that told me the information on how to return the item told me to go to the store where I purchased my services.  I went and they told me they no longer accept devices after 90-days in a sarcastic nonchalant manner and said "God Bless You", mind you he never said hello, but when delivering negative information to me, He says "God Bless you.   So I now get on the phone talking to all of these various agents to clear the matter up and find out the right thing to do. I finally get an agent that is half-way decent and concerned.  So he told me that he would set me up on a payment arrangement to delay the system from  debiting my account until the device is received back in the warehouse, then they would give me credit for my distress and being sent all over the place for answers and  placing multiple calls  and driving and talking to so many people and the payment arrangement fees would be waived.  

   I called back in a few days, to check that Verizon got the home-internet by giving the tracking information, the agent tells me that it will take 30-60 days for them to reimburse me credit and that I would have to pay for it and wait for a credit???? ( I am upset by now!!!) I want to use profanity and stuff but, I remained rational.  So then I hang up and call back.  I call back and spoke with another agent and he does some escalation and tells me that he will apply credit of $200.00 to give it 24-48 hrs.  I get a text to my phone that the credit is being applied.  So I call back some days later to see what my new balance would be and it is still in orbit.  I get now charges for payment arrangements, and some type of service increase of $4 and all this comes up to be $296.00 and so I am talking to an agent and stated why wasn't my credit given and all the other things honored as I have exhausted every means of settling these matters.  She ask me what do I want her to do.  She said I can give you some credit $94, but you will still have some charges for payment arrangements and  other babbling.  I told her that the system is demanding me make a payment of $185.00 when I was told that once the returned item was received then the adjustments would be made and I would have time to pay my regular owed amount.  This agent said okay don't worry I will give you until the 15th of April to pay this amount.  Well the very next day I get an alert from my account that I must make a payment or services will be interrupted for the total amount due plus $45.00 that just seemed to come out of nowhere.  I tell you this has been one of the most distressful things I have ever had to go through and to think no one from any higher up position can see the  stuff this company has taken me through.  I work hard for my money and I live within my means, and this has certainly caused me financial setbacks.  I trusted the process and still got jammed up in the in.    "This is not the end" but I am getting writer's cramps.  I was then charged another $10.00 agent assist fee at 10 pm not to have my phone cutoff.  I couldn't even speak to a live agent I had to go to some chat room and text with an agent that keep asking  me am I there online, when I am texting back my concerns.   I wish I knew how to file an internal investigation into these types of practices and slamming customers and ruining my banking account having me in overdraft and all types of junk just to have a cell phone and basic home internet.  ( I am not a gamer) 

[vzw_customer_support]

Hello, Chiron57, it sounds like you went through a lot after activating your Home Internet service and I'm sorry to hear about the issues this has caused. This should certainly have been a better experience for you and we want to do everything we can to make sure you have smooth sailing going forward. So we can best assist, we will be reaching out via Private Message.

-Lauren