I was online attempting to add a new line with an inexpensive phone - found a Samsung that would be free if I added a new line. Great.. Started to add it via the website and received a chat request from Verizon telling me that if I allowed them to assist, they could save my 50% on the activation fee. Great! They ask me what phone I want - I tell the the model and explain it's a free phone. They process the transaction and tell me I will need to pay $16.20 today (taxes). Okay - I'm good with that. They send me a link to a payment page - I update with my credit card info and just as I'm submitting, I realize there is a price at the top of the page that says '$196.19', not $16.20. What??? I respond and tell her it just charged me $196.19 for a free phone. She explains that it must be a glitch as it initially just said $16.20. Okay - let's undo that! Nope - this person can't help me. I have to call customer service to get someone to help me reverse this.. Are you kidding??
I call customer service. I kid you not - I was on hold for over an hour.. I finally talk to someone who is trying to help me but she also does not have the ability to reverse it. She needs to call another department. I go back on hold..
Eventually she is able to connect me to someone who is trying to process my 'new' order and they will cancel my old order and get me a refund. In the meantime, they will credit me the activation fee. I work with the new person - create a new order for a new free phone. I pay the $16.20 in taxes. I then explain how nerve-wracking this is since I haven't recieved anything to indicate the first order was cancelled or that I'd get a refund. She then contacts the last agent and finds out they didn't actually process a cancel yet. She processes the cancel and sends me a picture of the form. She's trying to help.. I get that.. I've now been on the phone with Verizon for over 2 hours..
Since then, I still don't get any notification of the cancellation on the first order, but I do get a notification of the credit for the activation fee. Okay..
Then I start getting texts telling me the second order has processed and then shipped. And then of course - the first order has processed and now shipped. I now have two identical phones being shipped. My next bill shows charges for both. Still out $196.19. I finally called the bank..
Verizon - you should not allow your agents to process transactions that they don't have the ability to reverse if they do something incorrectly.. Very bad business practice!