I have been a Verizon customer since 2006. My account will show that for almost 8 of those 14 years I have also brought along 2 other family members as customers. I have been a faithful customer and have paid all my bills on time. I have loved the company, until now.
I am writing in desperation for this problem to get resolved. On September 2019, there was fraudulent activity on my account. Someone hacked into my account and opened an additional 2 lines on my account. The repercussions of this fraud on my account has made me and my family’s experience with Verizon the WORST customer service I have EVER experienced in my life, in any company.
My account, almost 6 months later, is still showing a past due balance of $824.36 as a result of this fraudulent activity. I’ve spoken to countless, and I do mean countless, customer service representatives and supervisors that all seem to say it’s been resolved, only to have my account disconnected “for lack of payment” the very next day. Only then to be charged the reconnecting fee and more late payment fees, on top of other fees that don’t seem to go away. Every month, I see the same message. “Your account is past due. Please pay this immediately to avoid service interruption.”
In the month of November, only a few weeks after speaking to representative that informed me the account was settled, it charged my account for the full amount (over $800) while we were on vacation for my birthday. It was devastating. That should have been the “last straw,” but unfortunately it was only the beginning of a series of nuances caused by your company.
As previously stated, I have spoken to multiple agents over the phone and in person at the local Verizon location in Jefferson Park. I have been put on hold for hours. I have been “transferred” only to be disconnected and have to call and be placed on hold again. I have been dropped from the call. I have been told on multiple occasions someone will call me back, only to be kept waiting. I have explained this situation over 30 times. Most representatives have been friendly; but nobody in almost 6 months has been able to help me.
I am asking for this credit to be settled. I am also asking to be released from Verizon’s contract with NO ADDITIONAL charges, and I expect to hear back soon. If I don’t hear back soon, I will be reporting this information to the Better Business Bureau, and I will be taking legal action to make sure I am not charged with this “outstanding” bill.
Thank you for your attention to this matter.
I sincerely apologize for the sitaution as we should have gotten things right from he beginning. Based on the account going through fraudulent activity it would be best to call our specialists at 888-483-7200 and choose option 3. YaleK_VZW
You have my sympathy. I have also been dealing with an unresolved billing issue for over 6 months which has been sent to collections now. I hope your issue gets resolved and will let you know if I'm able to find a resolution myself.
Please meet me in the Secure Channel in order to take a better look at this further for you.
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