Why do I owe money on my phone
korg60
Enthusiast - Level 3

I'd like to know why I have a phone that has been paid off for over 3 years now showing I owe $777.00.
I have talked to over 10 support people all with different stories, all promising the issue will be fixed, one even saying it has been fixed, just login again - WRONG.....
Come on, 0 - 777 dollars..... what is going on there.
Now I'm going to get another message from a support person saying they want to help me with the issue, and please click on the link.
Nope, check the records, see what's going on, and fix it....

Anybody with any kind of knowledge should be able to look up the account and see that the phone has been paid for, for many years, and now all of the sudden money is owed.  Is this how Verizon operates?  After someone has paid off a phone, you wait a certain amount of time, and then start charging again?

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9 Replies
Ann154
Community Leader
Community Leader

From what I have read in your other posts on this community, this is my guess. It appears that you are on an account with multiple lines and someone might have used your line to upgrade their phone to another phone and used the device payment agreement to purchase the new phone. If this was a mistake or intentional I can't say. If it was a mistake, maybe Verizon reps could move the agreement to the correct line, but you could lose any promotional credits if you do so. Either way you should have a conversation with the account owner and whoever used your line for the upgrade to determine how not to repeat the issue again and to find out if there is another line eligible for upgrade so you could purchase the phone you want with a device payment agreement on that line. 

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

korg60
Enthusiast - Level 3

Unbelievable I called in and was transferred back and forth three times - talking to fraud and support each one saying the other would fix the issue.,   Spent over one hour on the phone - ridiculous - they have just lost a customer.  I am tiered of dealing with this for over 3 months now.

 

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Ann154
Community Leader
Community Leader

@korg60 wrote:

Unbelievable I called in and was transferred back and forth three times - talking to fraud and support each one saying the other would fix the issue.,   Spent over one hour on the phone - ridiculous - they have just lost a customer.  I am tiered of dealing with this for over 3 months now.

 


The exact same thing could have happened with another carrier as long as you are one of multiple lines on a single account. It is the nature of sharing the costs with multiple people. Unless the account owner lock down who and how phone upgrades are handled, it could happen to anyone in a similar situation. The only way to prevent it on your phone line is to have a separate account without any other phone lines or you strictly control how the upgrades are used. Hopefully you can take it as a lesson learned. 

Now if none of those people on your account did such a thing and it truly was a fraudulent charge, then you should have notified the fraud department for Verizon Wireless immediately. 

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

korg60
Enthusiast - Level 3

Unbelievable I called in and was transferred back and forth three times - talking to fraud and support each one saying the other would fix the issue.,   Spent over one hour on the phone I am tiered of dealing with this for over 3 months now - ridiculous - How can a company run with support like this - very bad they have just lost a customer.  I am tiered of dealing with this for over 3 months now.

 

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Ann154
Community Leader
Community Leader

It would be more helpful if you had continued discussing your issue in your other thread instead of starting another one. It makes the story fragmented and inconsistent. 

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

korg60
Enthusiast - Level 3

It would be more helpful if the issue was fixed after sooo many customer support people have looked into this.  They should be following up on this issue.  management should be keeping up with what their people are doing or not doing - I have been transferred to Fraud and then back to support 4 times in one call - each saying it was not their issue or they could not fix it.   Where did this $777 come from all of the sudden and why can nobody remove it from my phone - is it that hard - phone bill shows nothing owed for years when all of the sudden I owe money and NOBODY knows why, and I have to pay it.  Is this how Verizon works?  Lets pick someone and add money to their bill and make them pay it off with no proof of why it was added...

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vzw_customer_support
Customer Service Rep

Hello, korg60, We would like to help resolve your concern once and for all so you have an answer as to where this charge is coming from. So we can best assist, I will be sending a Private Note.

-Lauren

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korg60
Enthusiast - Level 3

Sorry, I have just talked to Too many people on this and been transferred all around.  I should have a good, many call logs to look at.  Simple thing.  Phone paid off for years, now owe $777 and nobody know why or can do anything about it.  

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vzw_customer_support
Customer Service Rep

We're standing by to help with your billing concern, korg60. I have sent a Private Note in order to further assist. 

-Lauren

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