Prepaid customer service
Reanell
Enthusiast - Level 1

I bought a phone from Total by Verizon and a $35 Verizon refill card which are not compatible but are sold on the same shelf. Customer service rep says no  problem, they can load the card on a Verizon SIM card and send to me. When I received it it did not work, and after being given the runaround for 2 days I was finally told that I cannot get a credit and there was nothing that could be done so I lost $35 and no one wants to do anything about it or help.  Total buy Verizon and Verizon are supposed to be two different companies but they both carry the same name so why could they not give me a credit. Sounds like a rip off to me

7 Replies
vzw_customer_support
Customer Service Rep

Hello, Reanall! We would be happy to help. Please send us a private note, so that we can look into this further for you. 

*Candice

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Reanell
Enthusiast - Level 1

I am currently waiting to see if Verizon will be able to refund my $35. The last rep I spoke with said she would contact her superiors to see iwhat they could do. It has been a week since I spoke to her. If I do not hear anything back by Monday. I am going to be forced to report Verizon to the better Business bureau because this just isn't right.

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vzw_customer_support
Customer Service Rep

Our team is here and more than happy to help review your concern with you, Reanell. Please send us a Private Note for assistance.

*Erica

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SynthpopAddict
Champion - Level 1

@Reanell, sorry to hear about that mix-up.  The problem is, Total is a subsidiary company which happens to be run by Verizon, but it's not actually Verizon.  Total is using Verizon's network, but otherwise, your Total phone is technically a different carrier's phone.  Whoever told you to just plug a Verizon SIM card into the phone didn't have their facts straight, because that's like trying to put a Verizon SIM card into an AT&T or T-Mobile carrier locked phone - not going to work.

Don't know why you can't get the $35 refunded, but it could be because the refill card is not an actual credit/debit card and so they can't issue a credit to it like a regular credit card; it would involve actually digging into your bank account which you originally took the funds from and is a potential security risk to you.

The only way I can see to be able to use your Verizon Prepaid refill card is to have your Total phone unlocked and your number ported into Verizon on a prepaid plan.

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I'm not a Verizon employee, just another customer trying to help.
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Ubergirljuliet
Enthusiast - Level 1

After asking a Walgreens employee help in getting a Verizon refill card, it didn't work because apparently it says Total on it and technically not a Verizon company.  I am livid that Verizon has their name on these cards at all. What a total rip off. I'm out 60 bucks and can't get a refund from the store or companies. Do we file a consumer complaint next?

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SynthpopAddict
Champion - Level 1

Yikes.  Total is a subsidiary company owned by Verizon which is why the logo is there, but yes, it's confusing.  Sounds like the Walgreens employee messed up when they pulled out the wrong card, but unfortunately you're in the same boat as the OP who accidentally bought a Verizon refill card when they are on Total.

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I'm not a Verizon employee, just another customer trying to help.
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eye_work
Newbie

Ew. I just found out TOTAL is not verizon when I tried to return my $30 pre-paid card and they said it is non-refundable. It is not compatible with my phone. When I got it I was directed to take this plan because I do not know much about any of the plans. I was not told that  it had to be used with a compatible verizon phone or that is was non-refundable. Just the sim card would not be refundable. The packaging is misleading and the compatibility seems pretty unrealistic and non-user friendly. I want my money back.

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