just got $423 taken directly from my account. no purchases were made and no one used chat for customer service. what is up with that. will investigate in the morning.
Apologies for any confusion, but where are you seeing that you were charged for using Live Chat? I ask because none of our support channels charge you to contact them, and the only actual fee we have would be a $7.00 agent assist fee where a rep processes a payment with your bill. Do you have Auto Pay on your Verizon account? -Russell
Verizon Digital Chat E is what showed up on bank account. I know we have not purchased anything nor did we use chat support. We do not have Auto Pay set up on our account. Steve
Lots of posts about this over time on the forum. It seems to be state/local sales tax for a new device/upgrade (and the name really should be changed!) but if you haven't bought anything recently, that's not the case here.
This is a charge directly to your bank rather than a credit card? If the latter, if Verizon cannot give you an answer, dispute it ("do not recognize this charge" type of thing), not so simple with a debit from your bank account.
Thank you for those additional details. None of our customer service channels require or accept payment for using them, as they have always and will continue to be free to use. Any purchased that were made through your Verizon account would have a receipt or confirmation via text/email, as well as being located under the Documents & Receipts section of your My Verizon account. Any account charges that we would enforce would go directly to the Verizon account itself - not a separate credit card charge without a paper trail, and only the previously mentioned $7.00 agent assist fee would ever be charged separately from the Verizon account. I would recommend contacting your bank for further assistance with disputing the charge. -Russell
This is an odd way to identify these charges on a statement, but I just talked to a rep and it is not a “chat charge.” In my case, it was activation fee, sales tax on a new device, and the charge for a case bought with the phone. It all added up. Verizon might want to look at a different description for the charge on your credit card, as this description even seems to confuse their phone and chat reps.
We appreciate your feedback, Cori. We will use it to improve our processes moving forward. We apologize for any confusion and inconvenience this has caused. We are happy to hear our customer service team over the phone was able to clarify this for you. Let us know if you need additional assistance.