Need Help from a Manager!!

[ImissSprint1]

Need Help Please!  I switched to Verizon in November, 2020 and I've had some really bad experiences.  It seems most of this stems from the person I bought everything from on the Verizon Wireless Chat.  Seemed weird to me to buy phones and sign up for Verizon through a chat but that was the Covid-way I guess.

Long story short - I bought both phones outright because I wasn't interested in dragging out the costs in monthly payments.  The iphone 11 was $ 797.61 with tax and the iphone SE 2020 was $ 584.91 with tax.  Total payment of $ 1,382.52 made on 10/21, posted on 10/23.  

Fast forward to 10/27 - I see another charge for $ 797.61 on my cc statement.  Verizon double-charged me for the iphone 11.  This took a couple of weeks to resolve, several calls, sitting on hold for long long times...

Fast forward to December/January - I notice my bill is higher than I thought it would be.  I start investigating and notice that I'm now being charged monthly payments for the iPhone SE!  So basically Verizon has now tried to double-charge me on BOTH phones.  Spent about 3.5 hours tonight on phone with Verizon, on hold, they forgot about me on hold, had to call and start all over again.  Ended tonight with them saying they were too busy and they're going to call me Monday to resolve this (I really hope they call.... they told me the same thing when I was double-charged for the iPhone 11 and then never called, never received a voice mail or anything).

Oh and one more thing - I was told when I bought everything on the chat on 10/21 that my two rebates for $150/each (in the form of "E-Gift Cards) would be mailed to me in 3-4 weeks.  So that was a total in $300 in rebates I would get for starting 2 new lines with the "Start Unlimited" Plan.  Never saw it in the mail, I've called twice about it and was first told it takes some time, then I was told it would be emailed to me that day.  Never have seen it.  Now they're telling me the Rebate info wasn't put in so I can't get it??  The best thing - I thought it was weird to be signing up for Verizon on a chat and also buying phones over the chat so I screen clipped the majority of the conversation.  I have proof of everything your salesman told me on 10/21!  He messed up up both of the phone purchases and also lied to me about getting the (2) $150 rebates mailed to me in 3-4 weeks.  I have proof of it all - but the Supervisor I talk to on the Verizon customer service says I can't email this info to him.

So MAYBE being charged monthly for a phone I already paid for will move forward on Monday - I really hope they actually call this time.... BUT I've wasted soooo much time on hold calling Verizon, realizing on my own that Verizon has attempted to double-charge me on BOTH phones, I've been lied to by the online chat salesman about the rebates for starting lines which now I'm told is going to be a hard thing to correct.

Basically - I NEED to talk to a regional manager for the Northeast US.  Someone I can send the recorded chat to and who can actually fix all my problems.  Never would I have thought I'd be treated so badly for just switching to their company.  I'm so sorry I switched right now and wish I could go back....  HELP SOMEBODY!! 

Thank you.

[ImissSprint1]

One more warning for anyone out there thinking of making a transaction over Chat - DON'T DO IT!!  I would never trust Verizon again to do any business over a chat!  Basically go into a Verizon store so you have someone to go back to if they mess it up.  If you're not comfortable going into the Verizon store during a Pandemic, just wait and stick with your current wireless provider and cell phone... It's not worth this frustration to correct errors done over a Chat purchase, I'll never make this mistake again...

[Tigerstep]

Unsure why someone wouldn't buy from the manufacturer directly or Amazon for a full retail purchase. The service itself is great, but the nightmare of buying a phone from Verizon last lead me to getting my phones elsewhere.

As for rebates, those typically involve you going to the digital rebate center site and submitting information.

[ImissSprint1]

@Tigerstep  I couldn't agree more.  That's the last time I buy anything from Verizon.  I actually bought Apple Watches this Christmas and def didn't give Verizon my business on that purchase!

The only reason I bought the phone from Verizon in October was for the $310 off on the iPhone SE 2020.  I checked and Apple wasn't offering any money off either of the phones we bought.  For those who are wondering - if you buy a phone outright that has one of the deals, what you do is pay for the full price of the phone up front, and then Verizon will pay you back the discount over the course of 24 months.  So for example I bought the SE for $550, and then I'll get $12.91 off of my monthly bill for 24 months to pay back the $310.  Btw I had to explain this to one of the customer service agents at Verizon this weekend.  She told me she's "worked for Verizon for three years" and never heard of that.  Honestly, Verizon needs to do a better job training their sales and customer service people because every time you talk to one you get conflicting information (are you even training people Verizon??)

And speaking of training - yeah the salesman on 10/21 never told me about the digital rebate center site when I started 2 lines with him, he said that it would be mailed to me in 3-4 weeks (which I have proof of from saving the conversation with him - Brady, I know you're out there!!).  I now know that but it would've been nice if your salesman knew that Verizon!  On top of that the next time I called Verizon about the rebate the person on the phone told me the rebate just takes a while but it's all set.  And then a few weeks later I chatted Verizon online and they told me I'd get an email that day with the rebates (and never did....)

Thank you for the response - does anyone know how to get in touch with a regional sales person in the Northeast??  I really need to talk to someone who can look at all of this and do something, what an awful consumer experience.

I am also thinking of filing a complaint with the BBB (funny someone mentioned that, that's what I told the customer service agent I'm going to do but they don't really seem to care...)

Is there a Verizon manager on this forum that can contact me please??

Thank you all for the help and any info you can forward me.

[vzw_customer_support]

We appreciate you sharing your story with us, and we do want to help ensure all issues are completely resolved. We don't want to leave any questions unanswered. To continue, please send us a Private Message. 

ZakC_VZW

[vzw_customer_support]

We always want to see you get clear and accurate information so you can make the best purchase decisions at all times. I apologize for the experience. Please send a Private Note via this forum and we can offer you more personalized support.

[justmike7900]

That’s what this and other large companies have come to. as soon as they got your information, and they make a mistake, or incorrectly bill you it’ll be on their time when they get it fixed but if you don’t pay them, your phone will be turned  off.  And no matter what you can do to prove that you should’ve got something nobody can handle it because there’s nobody high enough in charge that has the authority or the knowledge to handle the situation. Just the way it is. I got put on hold today and after 10 minutes of nobody coming back I finally hung up and they were probably glad 

[justmike7900]

And yet Verizon wants to save you money by you talking to somebody on chat or doing it online yourself. I don’t think they’re able to supply customer service to their customers. And instead of trying to Train staff properly, they’re saving money by having you do it all yourself. I have been with Verizon for 17 years, and I have never seen service go downhill so fast, to have authorize service centers within walking distance of each other, and training them like used car salesman. Core values of these authorize service centers I don’t think so

[justmike7900]

Don’t send it in the thread so everybody can see how bad their customer service has gotten. And I’m sure the Verizon service rep that posted this, really is serious about handling the situation, just not where everybody can see it, but respond with  a private message.