Verizon Dollars
juanpotro
Enthusiast - Level 1

My Verizon Dollars balance is incorrect. Here is a timeline of events that I believe led to the incorrect balance:

Late 2022: There is a fraudulent charge on my card ending in 7***.  I  report the fraud and a new card is issued ending in 1***.

Early 2023: I notice my Verizon Dollars balance is wrong.

2023: My statements show that I am accumulating Verizon Dollars but they are not included in my balance.  I  have also not spent or redeemed any Verizon Dollars in more than a year.

Fall 2023: Another fraudulent charge appears on my card and I am once again issued a new card ending in 1***. My new Verizon Dollars are now showing on my balance but every Verizon Dollar I earned between December 2022 and October 2023 is missing. By my estimation the missing amount is more than $400.

Early 2023 to present: I have contacted Verizon and Synchrony numerous times to try to get my Verizon Dollars balance corrected. Not only is my balance still wrong, but every rep I talk tells me that I shouldn’t worry, they will help me, and they are making this issue their top priority. I’ve submitted many support requests, been told tickets have been put in, called every phone number I’ve been given, had chats and phone calls with various reps and no one has been able to fix or even understand the problem. They say they are looking into it and it will take some arbitrary amount of time to resolve. I’ve been told anywhere from a few hours to 1-2 billing cycles.

WHY AM I STILL DEALING WITH THIS?

I’ve been a Verizon customer since 2008 and this is the only problem I’ve ever had.

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