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06/10/15 | 23:14PM
Double Billing and Lying Reps

New to the community. Thought I would share this letter to the BBB about my most recent experience with Verizon (after 9 years of loyalty).

"On the 10th of May I called Verizon Wireless to inquire about a billing date change. They informed me that I could only do that once the balance was paid in full. Keep in mind I have been with Verizon Wireless for what has to be 8 or 9 years and always pay my bill in full.
The rep informed me that I couldn’t make the request until the bill was late so I needed to call back the 17th of May. So I did. I spoke with a rep on the 17th and they informed me that if I called back on the 25th (Memorial Day) and pay the current balance in full and then my billing date could be changed the 7th to the 25th. I called back and made the payment in full on the 26th and from what the rep told me everything would be fine and my next bill would be the same and due on the 25th of each month (making the next payment due on June 25th. I came onto Verizon online today and noticed that my bill is more than $150 more than it should be. After arguing with a rep for 45 minutes I got nowhere.
They said it was a balance that was carried over from a previous month I told them that was impossible seeing as how Verizon’s own polices say you can’t make any changes to a policy if the bill is not at a zero balance. He then said it was a balance carried over from March. So I went to my banking account and went through the last 6 months with him showing him that Verizon had in fact taken payments in full every month. Every time I did this he would start playing a game of circular logic and the end result was that he couldn’t tell me where the bill was coming from. And as a matter of fact, according to his accounting of my plans charges I’ve been over charged for the last two plus years. This said, I want this taken care of, I have the banking records to prove this company has been paid in full every month and want to be compensated for wasting an entire afternoon.
As I write this, I’ve been either on hold or talking to this rep for over an hour. I finally got a Floor supervisor Mike 325827 on the phone and he essentially told me that all the balance past due nonsense the other rep had been telling me was gibberish and it was the fact that I changed the billing due date (which essentially means their charging me twice for one month).I asked every rep I spoke with about this prior to making the change if this would happen and they all either lied or don’t know what they’re talking about. Either way, this puts a huge financial hardship on me and Verizon is unwilling to make this right and accept responsibility for their representatives poor training. Mikes advice was that I call back in July and work out a financial payment arrangement. This doesn’t seem quite right seeing as how it was Verizon’s reps screw-ups that caused the problem in the first place. I count on the reps I speak with to know what they’re talking about and if they don’t why should the consumer be burdened for their ignorance?"

Follow-up.

This shady prick called me today and basically took no responsibility for their reps. They don't want to write anything up on the BBB because they know it's then a matter of public record. After 9 years I've had it. I'll take it in the you know what, pay the bill and go with another provider.

Take this into account if you're going to be doing business with Verizon. If they quote you, you cant bet your ass your bill will be almost double what they say. They reps and sales people are either paid liars or have no training. Either way, the consumer gets the shaft.

Jay-Frustrated - Verizon H8er ID: 0AE246



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Replies
06/12/15 | 0:10AM
#byefelicia crybaby bitch

Anonymous - Verizon H8er ID: D4B218

06/16/15 | 12:47PM
Sounds about right for Verizon

Anonymous - Verizon H8er ID: 30B1FC


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