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False 411 calls charged to my bill

Miembro

So, I just checked my bill and was surprised that there were around 30 411 calls listed (and charged) on my bill. I have never made a single 411 call (this is my first month of service). I have already paid my bill, but when I noticed the charges, I searched for others who have had similar experiences. It turns out there are a number of of people who have had this problem, and Verizon Wireless Customer Service has not been helpful in resolving the issue, often commenting that the calls were valid. I have yet to speak with a representative since it is after hours of operation, but I just would like to make this known. Before anyone asks, no one else used my phone, I didn't accidentally call 411, and the calls that preceded the 411 calls were contacts in my phone that I call regularly.

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Re: False 411 calls charged to my bill

Asistencia al cliente

Guy, having charges like this on your bill is never something we want anyone to experience. We want to find out what exactly is causing these charges to make sure this is resolved as soon as possible. Have you downloaded any applications that you use for phone calls? What make model phone do you have? Did you port in your number to us? We are here to help get you some answers.
CheriS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: False 411 calls charged to my bill

Miembro

I experienced the same thing, charged with 29 411 calls all made within a 10 minute span. Who would actually do that? Customer service says they are valid, really. I have four lines nearly $250 a month, almost $3000 a year for phone service and verizon would rather risk losing my business than reverse the $60 false charge. My contract expires 12/21/15 and I'm free and clear on all four lines. I threatened to cancel my service when the contract is up so now they are investigating further, they say they will respond tomorrow. Good way to do business verizon. Here they are on my bill you judge if they are valid. Btw, they are not in my phone call log so don't think it was a pocket dial thing. They also said from their records that some of the calls actually failed, could that mean there were actually more calls or they charged me for what they confirm as failed calls?? Unbelievable.

8/20 7:19 PM 411-000-0000 1 Peak --

8/20 7:19 PM 411-000-0000 1 Peak --

8/20 7:20 PM 411-000-0000 1 Peak --

8/20 7:20 PM 411-000-0000 1 Peak --

8/20 7:20 PM 411-000-0000 1 Peak --

8/20 7:21 PM 411-000-0000 1 Peak --

8/20 7:21 PM 411-000-0000 1 Peak --

8/20 7:21 PM 411-000-0000 1 Peak --

8/20 7:22 PM 411-000-0000 1 Peak --

8/20 7:22 PM 411-000-0000 1 Peak --

8/20 7:22 PM 411-000-0000 1 Peak --

8/20 7:23 PM 411-000-0000 1 Peak --

8/20 7:23 PM 411-000-0000 1 Peak --

8/20 7:24 PM 411-000-0000 1 Peak --

8/20 7:24 PM 411-000-0000 1 Peak --

8/20 7:24 PM 411-000-0000 1 Peak --

8/20 7:25 PM 411-000-0000 1 Peak --

8/20 7:25 PM 411-000-0000 1 Peak --

8/20 7:25 PM 411-000-0000 1 Peak --

8/20 7:26 PM 411-000-0000 1 Peak --

8/20 7:26 PM 411-000-0000 1 Peak --

8/20 7:26 PM 411-000-0000 1 Peak --

8/20 7:27 PM 411-000-0000 1 Peak --

8/20 7:27 PM 411-000-0000 1 Peak --

8/20 7:27 PM 411-000-0000 1 Peak --

8/20 7:28 PM 411-000-0000 1 Peak --

8/20 7:28 PM 411-000-0000 1 Peak --

8/20 7:28 PM 411-000-0000 1 Peak --

8/20 7:29 PM 411-000-0000 1 Peak --

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Re: False 411 calls charged to my bill

Miembro

OK, customer support got back to me as promised, said they confirmed the calls were actually made and the charges would stand.  I responded that based on the frequency and timing of the calls, there is no way that I could effectively utilize the 411 service 29 times in just 10 minutes in which they agreed.  Based on that Verizon CS was willing to reduce the charge to half.  Once again I restated that they are charging me for a service I did not receive (the fee of 1.99 per call is not for the cost of the call but the service that is provided) so therefore shouldn't have to pay for any of them. I restated that I have choices in wireless provider and with my contract expiring in 3 months that the handling of this "glitch" be it my phone's fault or theirs will impact my choice moving forward.  With that the CS rep agreed to credit the full amount as finally sanity does prevail, make the customer happy over a lousy $60 and keep him. Especially when you consider the loyalty factor and the fact the customer never uses the 411 service and this is in fact a one off event, not a regular occurrence. It's not about the amount, it's about VZW's willingness to make concessions to a customer when there is a dispute in order to maintain a healthy business relationship.  For that they gained some points today.

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Re: False 411 calls charged to my bill

Miembro

If you mistakenly dial 411 (as in you meant to dial 611) you are dinged $1.99 by Verizon. Since you are paying for a service you are not receiving you should file a complaint to your State Attorney General and state Utilities Commission.

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Re: False 411 calls charged to my bill

Miembro

I had the same problem of a 411 call charged on my June/July 2020 Verizon bill.  I had to look up what 411 was--I have never made a call to 411.  The charge was $1.99 + taxes/fees for a total of $2.85.  I called Verizon (on hold forever) and the person was helpful and she said they will credit my next bill for the $2.85.  Will be looking more closely at my bill going forward but this shouldn't be happening.

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Re: False 411 calls charged to my bill

Moderator
Moderator

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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