Billing Issue

[bryanx]

I apologize for the length of this post.   It was difficult to break this down into several paragraphs, without fueling it with unnecessary emotion.

On 08/30/2023 I attempted to purchase an unlimited welcome plan, with "Bring your own phone" plan.   After the order was placed, the order summary included an iPhone 14 Pro.  I did not select an iPhone 14 Pro. 

I called support told them what happened and they cancelled the order, as it was the only way to remove the iPhone from the order and prevent it from being shipped.  I was told to place the order again, and if the iPhone 14 pro was added to call back to cancel the order, again.

I did not place another order.   Something just didn't feel right.  I didn't trust the website ordering process.  I thought I would just go into a  Verizon store, but normal work and life stuff got in the way and I haven't visited  a location.

A week later I received a bill via email for 120.00.  I called support again, spoke with the support representative and she told me that the order was cancelled.  There is no account information associated with the bill so there is nothing she can do.  Then assured me I that would not be billed.  

Then  the support rep. puts me on hold for 15 minutes. eventually returned to the call and fed me so many ridiculous excuses and solutions.  She talked so fast that I had to tell her to "Stop, lets go through this one step at a time."  She  repeated my name wrong several times, even though she had my info in front of her.  This was also intentional. 

Her solution was that Verizon was going to send the lack of payment to the credit bureaus, and that I should trust her, she would call me back and mail me a check that I would have to use to pay off the credit agencies. 

I could not believe what I just heard.  I still can't.  I am an educated adult.  I work in cyber security and now what a con-artist sounds like.   And this support representative raised all of the typical red flags.

Shortly after I received an adjusted bill.  120.00 was adjusted to 56.27.

Called support again and spoke with another support representative who told me the same as all the other support representatives, useless.

Over the past couple of days I've been receiving "Urgent" text messages from Verizon requesting me to call financial services to pay the 56 dollar bill.

There is no account, there was no service, there is no phone number and I have to 56 dollar bill that must be paid or the unpaid balance will go to the credit agencies.

How do i fix this?

08/30/2023
Order number(s):
5356436
Order location code:
X473601
Confirmation number(s):
996796972471427

Side note:

These out sourced over seas support call centers and representatives intentionally create chaos storms.  Lots of companies use them, including Comcast/Xfinity & many others.  They are designed to confuse customers so that by the end of the conversation most forget why they called in the first place.   The calls are recorded and the alleged support reps  intentionally "Prime" those calls with mistakes, like wrong names, wrong account numbers, etc. so there is no paper trail.  Then shortly after hanging up realize we the customer realize what just  happened.  So we  call back, no information from any previous conversation was saved, so called reference numbers cannot be found and the process starts again...and repeats again...and again.  Until the customer finally gives up.

This is Verizon support and I'm well aware that not all Verizon support representatives are like this.  However, these call centers represent Verizon as a whole.  Because the majority of your customers are transferred here.

When we sign up for a Verizon plan we waive the right to class action lawsuits by agreeing to the terms and conditions.  And this situation is a perfect example of why that is.   I can still involve a lawyer through arbitration however.   This can no longer be allowed. 

[vzw_customer_support]

Thank you so much for reaching out to us and for the information you have provided us with. Please allow me to see if I can find any additional details with the order information you provided us with. 

~Ivone

[vzw_customer_support]

Let's see if we can access the account in an alternate method. Did you ever get an account number or a phone number associated with the account? 

~Ivone

[bryanx]

Thank you.

The order and order cancellation request occurred within a 20 minute time period.  All that I have are the order confirmation, billing emails and "Urgent" text messages from Verizon Financial.  The recent text messages, including today,  are sent to the number I wanted to port over.    Unfortunately I have nothing that states a new phone number or Verizon  account number. 

I sincerely appreciate the response and hope we can resolve this.

I can email you the Order Confirmation email, the email bill for 120.00, the adjusted email bill for 57 dollars. screenshots of the urgent text messages from Verizon Financial services.  I'm also willing to email a photo of my drivers license, etc.

Anything support may need.

Verizon billing is texting my number and sending to my email address.  So my information does exist somewhere in a database. 

[bryanx]

This is the summary of the original purchase, the one that was cancelled because the iPhone was attached.

08/30/2023
Order number(s):
*****
Order location code:
X473601
Confirmation number(s):
*****

Apple iPhone 14 PRO-2
Mobile number ending in *****
Customer provided device.
You'll get a notification on the device to activate after connecting to Wi-Fi.

Shortly after the order was cancelled,  I received this bill for 120.00

Bill summary
Total amount due:
$120.06

Due by:
09/21/2023

Visit My Verizon and setup your online account to access and pay your bill.

After I called support and tried to get some resolution, shortly after, I received an adjust bill...

Your bill is now available on My Verizon. We see that all lines on your account are disconnected, so outstanding balances and future bills will be mailed to your billing address.

Bill summary
Balance past due:
$120.06

Current charges:
-$63.34

Total due immediately:
$56.72

You can still access your account on My Verizon, but you will need to log in with your User ID instead of your mobile number. If you don’t remember your My Verizon User ID, you can pay your bill on the Pay My Bill website at vzw.com/paymybill.

Two days ago I received this bill

Your bill is now available on My Verizon. We see that all lines on your account are disconnected, so outstanding balances and future bills will be mailed to your billing address.

Bill summary
Current balance:
$56.72

Due immediately:
$56.72

Due by 10/27/2023 :
$.00

You can still access your account on My Verizon, but you will need to log in with your User ID instead of your mobile number. If you don’t remember your My Verizon User ID, you can pay your bill on the Pay My Bill website at vzw.com/paymybill.

Today I received this voicemail from Verizon, here's the copy of the transcript.

Engineer account status but a continuar en Español o primail Estrella. If this is please, press one now. If not, press two. If this is please, press one now. If not, press two. this is an urgent service alert from Verizon Wireless Financial Services attempting to reach it is necessary for the account owner to call us back to resolve an important Wireless account matter. Please have call us today at 1-800-754-0961 where they will be prompted to enter their 10-digit reference number. . Once again, the number to call is 1-800-754-0961 and the reference number is to hear this information repeated press star. Thanks for choosing Verizon Wireless. Goodbye.

Obviously I can't contact Verizon because I do not have an account, no account number, no phone number.
The automated response from the support number: 1-800-754-0961 always connects me to the automated support center.  They can't do anything because there is no account to work with.   I'm not going to get into the ridiculous responses from the representatives again.

[bryanx]

Hi Freddy,

As mentioned in the original posting, customer service nor support cannot help me because the account was never activated.  They cannot do anything because there is no account to work with.  Let me speak to someone from Verizon in the UNITED STATES so I can send someone who can help me, all of the summary and billing emails.  If no one here can help me, then give me a phone number for someone in the United States that can help me.   Every attempt to contact anyone at Verizon automatically sends me to that out sourced support center and they tell me the same thing and cannot help.

This has been ongoing for almost two months.

Stop sending me around in circles.

[bryanx]

Freddy, I can't repost private messages because it violates Verizon policy.  ok, that's fine.  Your response was the same as the call support center, nothing anyone here can do.  But you're telling me to back to the customer service support center.  I don't want to go through that again.

Come on Verizon support reps,   make an effort.  This forum is controlled by Verizon....Please give me a number that I can call in the United States to resolve this.

[bryanx]

I'm not kidding when I say I've been so blatantly lied to and manipulated by Verizon regarding resolution to this issue.  All I wanted to do was port my number over to an Unlimited Welcome plan.  That's all.  Nothing else.   Verizon's ordering process is at fault here. 

There is no account number, no phone number, However I'm receiving emails and voicemail messages since August , threating credit agency action if the bill isn't paid.

Even if I wanted to pay the bill I can't because, because without an account I can't access online billing, can't pay over the phone either and I can't contact anyone at Verizon if I don't have an account number or phone number. 

Without a Verizon account number or phone number All calls are then routed to that call center where they claim they can't help me. 

Does anyone else see a problem with all of this?   Am I missing something?

[bryanx]

Moderators and VZW_Support staff....

Your private messages to me are understood.  You don't have access to any account information.

I need a phone number.

I just received another automated message from Verizon regarding immediate payment.   I need to communicate with someone at Verizon.   Someone in accounts and billing.   Private message me the number, I don't care.

[vzw_customer_support]

Bryanx, I'm sorry that you've been having trouble. We can attempt to locate the account, and review the billing status, to see what's going on. I've sent a Private Note to further assist. 

-John