Closing deceased relative's account, NEED HELP

[THANKSFORNUTHIN]

What's the necessary information that I need to send there?

What is this address for, some kind of dispute department?  Do they have a phone number or email address?

[vzw_customer_support]

What happens when you attempt to contact the Recovery Operations team at 800-852-1922? We want to help get this resolved for you.

[THANKSFORNUTHIN]

When call that number, the automated system asks for the account number, and after I input the account number it immediately connected me to the debt collection agency.

[vzw_customer_support]

Thanks for confirming, THANKSFORNUTHIN. We definitely want to resolve this for you. I need to gather details for the account. Please check your private messages to proceed. Thank you!

TracyB_VZW

[THANKSFORNUTHIN]

I still have not received any help for my situation.

I was contacted by TracyB_VZW in a private message, and responded with the information they requested.  This was on April 10.

I did not receive a response, so I sent another message to them on April 15, and received no response.  I sent one more message to them on April 20, but still have not received any help or response.

 Is there any other Verizon employee that can help me with this situation, or forward this post to someone who can?

This is completely ridiculous, and by far the worst customer service issue I've ever had with any company in my life.

[THANKSFORNUTHIN]

Well, this will be my final post as a Verizon customer.  I've done all I can do to try to get this situation resolved.  Countless calls, emails, posts, etc.

After my previous post, a different Representative contacted me via private message.  I once again responded to them, and then I never heard back from them again.

I guess when a company is as big as Verizon, they can afford to lose a life-long customer instead of offering proper customer service.

I'm looking forward to receiving my new Galaxy S21 Ultra from T-Mobile.

[THANKSFORNUTHIN]

I will also be speaking to my attorney about the harassment I've received from the collections agency, which is the direct result of Verizon's error and unwillingness to resolve this issue.

[vzw_customer_support]

I'm so sorry to see that you haven't received the assistance you need. I have read our previous message thread with you, and I have sent you another Private Note. 

[acraftylady2]

Just curious did you have to provide a death certificate in the beginning as proof?  I think most times once it's in the hands of a collection agency not much a company can do to help you.  They probably had no way to notify you it was going to collections.  I am in NY and here they have implemented stricter laws for debt collectors and several have been shut down because of their shake down practices. 

[THANKSFORNUTHIN]

Hello, yes I've provided the death certificate and other paperwork to Verizon multiple different times and ways (I brought it to the Verizon store when one customer service rep instructed me to do so, I've emailed it to this email address '[email address removed per the Verizon Terms of Service]' and heard nothing back, and also faxed it and other paperwork to a number that a different customer rep gave me) and never get any help.

Verizon shouldn't have ever sent the account to collections.  It's their fault.  I returned the device and supplied them with everything they requested.

All they need to do is tell the collections agency that they made a mistake.  Why can't they do that?

I've just received ANOTHER private message from another rep, saying there's "nothing they can do after it goes to collections and I need to get help from the collections agency".

I've talked to the collections agency 20 different times also!  All they say is "give us our money", and I tell them that I'm trying to get Verizon to tell them that there was an error.

Verizon will not acknowledge that they made a mistake.  I returned the device and not only did they not do what they said they would (which was close the account and there would be nothing owed), they didn't even credit the account for the value of the device at least.  They basically stole the phone back.

Absolutely horrible and disgraceful customer service.  They keep billing people after they're dead.