Charged reconnect fees

[Mb1976]

Hello. In September we bought a new IPhone and ended up upgrading it 2 days later for more memory. So, one phone was returned. Because both phones were activated, I received 2 activation charges on my October bill. I did not want to pay the bill until I contacted service. My bill was due October 17. I spoke to a rep on Nov 10th and asked him if he could remove one of the activation charges and waive my late fee. He agreed. I paid the bill in full on Nov 15. My December bill was $100 over what I normally pay, so after looking I saw that I was charged a $20 reconnect fee on each of the 5 lines. I did a chat with a rep and he said that they could not waive reconnection fees, but were willing to give a $60 credit. I explained to him that my service was never interrupted and I was confused as to why I had to pay those fees. I told him that I did not feel $60 was acceptable and that I would call and speak to someone. I called and was forwarded from customer service to a billing person and they said that the charges were valid and his “hands were tied”. I asked if I could at least get the $60 credit I was offered on the chat, so he transferred me back to customer service. I waited on hold for 40 min and finally hung up. I called again today and was told that my service was suspended on Nov 12. I explained that it was never interrupted and that I had spoken to someone on the nov 10 and paid my bill on nov 15. She told me there was nothing she could do after speaking with her supervisor. I asked if I could at least get the $60 credit and she took my number and said the supervisor would contact me, after they looked into it and if they credited my account. I am disappointed. I have been with Verizon over 15 years. I have referred people. I have 5 lines on my account and I am not delinquent in paying my bills. I do admit that I shouldn’t have waited so long to contact them, but when I spoke to the rep on Nov 10th, nothing was said about reconnect fees or even the possibility of my account being suspended. 

[vzw_customer_support]

Mb1976, upgrading to a new phone should be an exciting experience, so we regret reading about the issues with the fees. Your loyalty for over 15 years is greatly appreciated. We hope that we can regain your confidence and provide you with a great wireless experience for many years to come. Providing you with support for this issue is a priority. Please check your Private Messages for additional assistance. 

[9wood]

Seems a very questioning tactics on there part to say the least also show how careless they are and in concerned to assist but not surprised they have same answer for most things i.e leave us alone we will do nothing

[vzw_customer_support]

We definitely do care, 9wood. We want to make sure that your concerns are addressed and resolved. Please let us know if we can be of any assistance.

MarshallP_VZW

[9wood]

re marshallp_vzw

I don't mean to be bad here but if you do care why have I ( and others) received no help at all?

myself I only get your scripted auto replies authenticate your account ( 6 or more some from same person) and nothing else

reported various issues get nothing in help