I recently discovered that I have been charged $19.99 for Unlimited Cloud on 7 lines since January 2021. We did not authorize the addition. Verizon indicates that these charges were initiated by us when we were communicating the deleting of a line for an elderly family member that could no longer use the cell phone.
1) Saturday 7/23/2022 - was on and off the phone and chat for most of the day explaining and re-explaining the situation that I had discovered. Was told that the account had been noted in detail and escalated and that I would receive a response in 4-5 business days but there should be no problem crediting the account and that the service had been cancelled. Was told that the problem was a "billing error"
2)Sunday 7/31/2022 - looked online and saw that the support ticket had been "cancelled" - no other explanation or attempt to communicate. Ultimately spent around 4 hours on chat. Was told late in the chat that we had authorized the addition of the charges. Verizon was not able/willing to tell me or show me where and how we authorized the expense. Was told that I had received notifications that a change had been made which equated to authorization.
apparently 1 month had been credited on 7/23 and the first agent I spoke to on 7/31 had processed an additional months credit ($159 / month for the 7 lines).
the second agent that i reached via social media eventually offered me 2 more months. I explained to him that these were unauthorized charges and this was not a negotiation. He proceeded to tell me that Verizon had my authorization but could not show/explain. We came to an impasse and ended the chat around 10pm - that had started around 6pm.
How do I escalate further - the Verizon Contact Center must have terrible tools because I am required to mostly tell the entire story each time I get a different agent and it doesnt appear that the previous chats are available - or the agents dont take the time to review. I have been told repeatedly that my account was noted - but there is little evidence that its true or that the agents bother with the details.
For me a simple conversation - You overcharged me! - I haven't utilized the service - Some of the lines we pay for do not even have devices assigned - I have been a customer for over 30years since before Verizon bought my orignal carrier.
Any ideas? Does Verizon take internal "Cramming" seriously?
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