Lowell McAdams, CEO Verizon
140 West St
New York, NY 10007
I am writing to you to make you aware of an issue with your companys customer service and finance department. I have been a verizon customer for over 10 years and I have never been treated so poorly as I was today. My husband used his cell phone to pay our bill online. Our bill was $61.07 and he accidently paid $610.70. He immediately realized his mistake and called your customer service department only to be told that they could noit help him correct this error. He was advised to go online since the payment had not gone thru yet and cancel it there. He tried and the computer advised him to call customer service if he had an issue with a payment. He called back and was transferred to the finance department, where he was told he had to contact his bank to correct the issue. He contacted the bank and since they cannot see the payment request they could not help him. He called and asked to speak to a supervisor and someone was supposed to call him back. Mr. McAdams, we are not idependently wealthy and do not have an extra $500 dollars in our bank account as you can imagine he was quite upset and called me. I then tried to call your customer service line and was told that they could not help me and that she could not transfer me because her supervisor was busy and would call me back. I hung up and called back, this time asking for the finance department. One of your employees did look at my account and offered to help me sign up for a discounted service which was appreciated but not the reason for my call. She then transferred me to the finance department which got me again no where. I tried to call again, the sixth time and got to a manager who was also unable to help me, I asked her if I called in my payment and your staff made the error could I get it corrected? She said yes but since we made the error it was up to us to get if corrected she could not and would not help me. So from that I take it that your company does have the capability to make a correction to a payment however, they will not help a customer and do so they would rather the customer who is calling them for assistance have their bank account overdraft and take on numerous fees for a human error that was reported immediately. I understand that your company did not type the extra zero but I do not understand why no one could help us correct the error regardless of who made the error? I am not perfect and I can gather that you are not perfect either because we are both human beings but to be treated with such little respect and not offered any assistance to correct an error when brought to ones attention is not a very good business practice to have especially when you tell your customer that you could correct the error if you made it but since they made it it is not your problem and to call your bank for assistance.
Finally I realize that you are a very busy man and I am not sure that this letter will even reach you but I did call one last time and spoke to representative named Sean. I was calling because I simply gave up on getting any help and wanted to get your name and address. Sean was very understanding even thou he could not offer me any assistance at least he listened and gave me your information. We had a very cordial conversation and it is my hope that maybe you could bring this issue up in a meeting or if your system is unable to handle correcting payment issues maybe you could get that checked out because with all of the advances in technology I would think a system that cannot handle that might be a bit antiquated and in need of an update to better serve your customers. As for me I am trying to work with my bank and see if I can manage this unncessary nightmare.
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