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jjleach
Member

I changed two of my three phone line subscriptions with Verizon to play more unlimited back when the plans came with free Apple Music. The difference in what I was paying to what I should be paying is only $5/month and I’d be getting Apple Music so I jumped at the opportunity. The very same day I enrolled the two phone lines. The following bill showed that I was being charged $9.99/month for one of lines with the Apple Music subscription. I checked my addons page in the Verizon App and confirmed my enrollment of those two lines with Apple Music but one showed an enrollment fee of $9.99/month and the other line showed enrolled free for 6 months then $9.99/month following that. I contacted Verizon Tech Support via phone and explained the issue. A rep stated he would have to create a ticket to get this resolved and would credit my account the $9.99 for the Apple Music on the bill. A week later I followed up on the ticket and the tech support rep told me there was no evidence of a ticket being created. I had to reexplain everything as to why my subscriptions should not be charged the Apple Music etc and she said that she would create a ticket to get this resolved. Instead I requested her supervisor since I’ve already been told once that a ticket was created when it wasn’t and I’m not about to just accept that she may or may not do the same. She placed me on hold and then next thing I know is another representative answered like I was a fresh call and when asked if she was a supervisor because I requested a supervisor she explained she wasn’t and tried to get me to explain to her again the situation. I just told her to get me her supervisor. She asked me to hold and then after being on hold again for an extremely long time I reached another representative who was not a supervisor. I told her I need her supervisor and to not roll me back into the queue again. She transferred me to a supervisor this time and through all the transfers it was the financial services supervisor who explained to me she couldn’t help me and I would need tech support. She asked me to wait on hold while she reached out to a supervisor with tech support on my behalf. I waited for almost another hour before I just had to hang up at this point. When I had some extra time to retry contacting someone at Verizon to help I got on the chat through the Verizon app and again had to explain everything and what I’ve been through. That time we went through all the troubleshooting that chat rep could think of including unenrolling and reenrolling in Apple Music and also contacting Apple Support directly.  All of which resulted in the same charges showing on my addons page instead of showing free enrollment. I was then directed to just go to my closest Verizon store to assist me with any hardships with enrollment. I explained it was not user error and that rep insisted this be my only next step. A few days later I tried chat support again to make sure my next bill would have the fee credited if it is being charged again and the rep wanted to see if they could try getting a tech support ticket to resolve instead of having to go to a store. They created the ticket and I was given a 4-7 day turn around for resolution. At 7 days the enrollment still shows at charging my lines $9.99/month for Apple Music so I contacted Verizon through the chat feature again and that rep told me they found the ticket but that it would be a 7-10 day turnaround and provided me the date of resolution 10/02. Today on 10/03 I reached out to chat support to follow up again and the rep told me that my Disney+ addon is the only one being charged to which I expressed my frustration that my inquiry was about the ticket number I provided that is about Apple Music not Disney+. The rep finally looked into the notes and ticket on my account and explained there hasn’t been an update on the incident. I asked for a new expectation date for resolution and the rep said they didn’t have one but I can continue to contact them each month to make sure they credit my account for the Apple Pay charges. 

My family, my employers, and myself have been a customer of Verizon in some fashion since I was 16 (I’m 35 now) and I’ve never been more disappointed with the service and support. I’m usually extremely loyal but at this point I’m ready to jump ship from Verizon. My hopes are someone from Verizon sees this and is able to provide an actual resolution to the problem. 

Re: File a complaint
Tigerstep
Sr. Member

This is why Verizon should have never offered extras like Apple Music.

With most working at home and the call queues backed up, you were probably transferred so that the rep could get on with their day to take care of other customers waiting. If that rep was actually trying to reach a supervisor, chances are they got tired of waiting for one and gave up. Not trying to justify any of it, but giving a reality check. A supervisor in this case wouldn't have even done much since all one would do is look at your plan and confirm whether or not it was supposed to come with Apple Music.

Apple Music being free each month isn't something a CS rep can do nor their supervisor. This is something that requires a support ticket.

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Re: File a complaint
vzw_customer_support
Customer Support

Your trust and loyalty is something we value and after learning of your experience, I can understand the disappointment. You always deserve correct and accurate information with us, and I do apologize we fell short from a stellar experience. Let's take a closer look at this issue. I've send a Private Note.

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Re: File a complaint
ghallak
Member

Was Verizon able to address this issue? I just recently started to experience the same issue where Verizon is charging me for Apple Music when its included in the plan. I have contacted Verizon over and over again and get the same run around as you have mentioned in your post. I have filed a complaint with the BBB and finally received a call from an executive member however I am coming up on my second week after filing the initial complaint and they still have not addressed my issue. 

Re: File a complaint
jjleach
Member

Hi. Nope no resolution. I have to call at least once a month and ask Verizon to manually credit my account for the Apple Music that should be free. Oh sure they are willing to credit me each time but it usually includes some ho humming about why I think I get it free by some rep who thinks he or she knows better without looking at my account history since August 2020. Then they’ll add a request to credit and hopefully within 48 hours it gets applied. I’m supposed to get notified once applied but that also doesn’t happen. So lots of my own time checking and calling and following up etc. I’d switch to another provider by now but unfortunately Verizon is the best network around my area. 

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Re: File a complaint
vzw_customer_support
Customer Support

I'm very sad to hear your concern wasn't fully addressed. We certainly don't want any customer to miss the opportunity to have the free subscription. I'd like to see what steps can be taken. Please send me a Private Message for further assistance. - CarterV_VZW 

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Re: File a complaint
ghallak
Member

Yeah I am afraid that is going to happen with me as well and the last time I called I was on hold for over an hour. I am not about to do that every month. If within the next few days its not resolved I will have to see what I can do about my device payment plan and switch to another provider as I am fed up with Verizon's "customer service". This isn't the first time they have messed up me over. 

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Re: File a complaint
vzw_customer_support
Customer Support

ghallak, we are here for you to help in any way we can and would be happy to help turn this all around for a better experience. So we can help, please send us a Private Note! JoseL_VZW

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Re: File a complaint
ghallak
Member

A Verizon executive member tried to submit a ticket for me with IT and just got back to me that they were not able to resolve it. He suggested I switch plans or they can credit me $10 a month for 12 months for apple music and then said after 12 months I can pay for it even though the plan clearly says its included. What a joke. That is how they try to keep a customer. 

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Re: File a complaint
ang89
Member

Where can I file a complaint? I can't find it anywhere on this website.

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