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I need to file a formal complaint...

stami_b
Miembro

I checked my Verizon app to see if my new bill had been created. It had been. It stated that due on 12/5/19 was a balance of $100.43, this bill was for 10/14/19 to 11/13/19. (WHAT!?)

I called Verizon, exhausted already with what I was about to go through because clearly I had been having a lot of issues. The first person I spoke to was Kelly, very kind lady. I explained to her from the beginning that I was sure that she was capable of assisting me, but I wanted to speak to a supervisor directly. She said ok, but wanted to know a little bit about what was going on so she could relay that to her supervisor. I explained a little bit and she said how sorry she was and how she understood why I was frustrated, etc. She had said well your current bill is accurate at the $100.43, that it was for a full month. I sighed and stated that I appreciated her time, but I just really needed to speak to a supervisor.

Kelly transferred me to Sebastian. This conversation started with Sebastion saying that Kelly had caught him up with what was going on and that he was happy to help. He also said that he didn't understand what the issue was because my bill of $100.43 was accurate and there wasn't really anything he could do.

I was done speaking to him at that point. I had first requested that he send me to his direct supervisor. He told me that he could not because his supervisor was no longer there for the day. I told him that I would like to talk to someone else that was higher up than him. He told me that it would take up to 72 business hours for someone to call me back. I then requested that he send me to another supervisor, he stated that he could not so that, he had no ability to do that. He explained to me that I needed to call back and get into a new customer queue. This frustrated me greatly! I had said to him, "you're a phone company and your phones have no way of transferring calls, how did Kelly transfer me to you?" He said "we can keep going back and forth about this, but it isn't going to change anything." I thanked him for his time and I ended the call.

Round 2, I called back, this go around I was on hold or in the queue for about 15 minutes before I reached Joshua (this is where things went really bad). I started my story over and explained to him what was going on and he stated how he understood, etc. etc. etc. He was adamant and his tone suggested that I was wrong with the information I had and that my bill was what it was at the $100.43. I told him that I didn't appreciate the tone he was providing and I didn't understand why his level of customer care was lacking so much. He insisted that he was doing nothing wrong but telling me what my bill was. I requested a supervisor. I asked for an ID# and he stated that he did not have one.

Joshua had me on hold for about 10 minutes until he transferred me to Eric. I will start by saying that Eric has stated in the notes that he and I had a "challenged conversation". Challenged is putting it very professionally and lightly. I will stick to facts here and not personal feelings with this "supervisor". At the beginning of the conversation Eric had already heard what Joshua and I had discussed so I had asked him to explain to me what he was seeing on my account and what he was seeing on my bill. He stated that I started service with Verizon on 10/1/19 and that my current bill was $100.43, which was pretty normal for a monthly bill.

After he was done speaking, I told him that I hadn't started service on 10/1/19, but I had started service on 10/8/19. I told him that I had an original bill of $142.88 and then I had an amount of $31.70 as a proration cost for October and a cycle change. I explained to him that I spoke with Ginger and Denise on 11/7/19 and that they both stated that my next bill the one due on 12/5/19 would only be $44.75. He said, "where would they even come up with that number when your bill hadn't even generated?" I was shocked with his tone and the accusation in his voice. I told him that I had no idea but those were both of their words and I needed him to tell me where they came up with that number because I am obviously seeing something completely different. I went even further, and I'll admit at this point I was so upset that I would not let him speak, I wanted  him to hear my frustration at the level of customer care that him and Joshua had given me the last 20-30 minutes and that their tones were not appreciate or warranted to a customer of only a little over a month. He raised his voice at me to tell me that I needed to let him speak and that the bill was what it was. That I was wrong in the information I had and that there was no way anyone at Verizon could come up with the numbers I was giving to him. I told him that I was done speaking to him and I wanted to speak to his boss. He said there is no way that can happen and that he would need to request a call back from upper management and that it would take up to 48 business hours for someone to call me back. I asked him for his ID number and he said we do not give out ID numbers and I said that is garbage because I just got Sebastians and read it off to him. He said that he would NOT give me his ID number. That he didn't need to give it to me. We were both yelling at each other at this point, unacceptable behavior by both of us. 

I was so frustrated that I need to stop for the day. I walked away from my phone and went to talk to my partner about what had just happened and I just couldn't believe it. No customer care whatsoever. No comments of "I'm sorry you're going through all this", no comment of "let me look into this for you", just abrupt and strong headedness of "I was wrong and this was my bill."

I ended up calming down after about 20 minutes and told myself that I was going to try one more time for the day.

I called back in for a 3rd time. After being on hold for about 30 minutes I reached Kim. One of the nicest people I have talked to so far. I started from the very beginning of everything and explained everything to her, I told her I had a horrible experience with the last 2 people I had talked to and she had stated, yes there is a note that there was a challenge. Exhausted and exasperated I begged her to just explain why my bill was this much. Why my bill said I was paying another hundred dollars for the month of October when I had already paid $174.58 on 11/1/19.

Kim tried to tell me that the $100.43 was for a full month and I explained to her that it didn't make sense because if that was the case then I would have paid $174.58 for 5 days in October and in fact Verizon was over charging me.

She stated that I started service on 10/1/19 and that I had requested a cycle change for 10/13/19. She said because I decided to do that, this was the reason why I owed more money. I told her that's not right at all and if it was Verizon was blatantly robbing me. 

I told her again I inquired on 10/1/19 and Eric was insistent that I was ok to get everything set up that day and that my service wouldn't start until I plugged in my SIM card he was sending me. 

Then on 10/6/19 Jennifer thought she was helping me with changing my cycle date to 10/13/19 when in fact it would end up costing me more money and causing havoc with my account. I told her that it made no sense that I would be paying over $200 for one month of service when in fact I was told my first month would be $142.88.

She told me this is what she was seeing and that she was going to go ahead and send me to her supervisor to see if he could see more. I told her I appreciate all her time and I was sorry for taking so much of it. She had me on hold for about 20 minutes while her and her supervisor when over everything and then she transferred me to Jonathan.

Jonathan saved the day! Jonathan explained everything line by line to me. He told me that the first two pages of my bill are wrong and he couldn't do anything to change it, but that if I looked on page 4 of my bill it would show that I was in fact paying for my future month of 11/14/19 to 12/13/19. He explained that I had a credit of $54 (and change) on my account for the cycle change and it was for the timeframe of 10/1/19 to 10/12/19. He said that I had a connection fee of $20, but then a credit for $20 to balance out the difference. He explained the proration amount of $31.70 was correct in the $174.58 (which I was never disputing that).

He even expressed his frustration with how Verizon prints out bills and makes it very confusing for customers and a lot of agents. He explained to me that the cycle change should have NEVER happened in the first place and that caused me to have an additional $40+ dollars added to my cost for the first month. The agent that did this for me should have never told me that I would likely see a credit, nor should she have ever told me that it wouldn't be a big deal. 

He said a cycle change is the worst thing that could have possibly been done. It would have been easier for the credit of time that I didn't have service to just lie where it was and that Novembers bill would work itself out.

With Jonathan saying all this he did end up giving me a $25 credit toward my bill that is due 12/5/19. My new bill shows that I owe $75.43

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Re: I need to file a formal complaint...

stami_b
Miembro

There is a lot more background to this part of my story. I was only alloted 20k characters.

I can't attached anything either. I need upper management to call me ASAP. Or I need a way to file a formal complaint.

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Re: I need to file a formal complaint...

Community Manager
Community Manager

We appreciate you accessing the community member forum, stami_b. We're sorry to hear about so much trouble with your billing. We know no customer wants to spend so much time working to understand what they're being charged for. We know billing can sometimes be confusing, especially if certain changes are done during your first bill period as you mentioned. We will be happy to provide you assistance here. We'll be sending you a private message in the forum system that you can reply to. EricW_VZW

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Re: I need to file a formal complaint...

Ann154
Expert

@stami_b escribió:

There is a lot more background to this part of my story. I was only alloted 20k characters.

I can't attached anything either. I need upper management to call me ASAP. Or I need a way to file a formal complaint.


Formal complaints can be sent to the correspondence address listed under the Contact Us link at the top of every Verizon Wireless web page. 

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: I need to file a formal complaint...

Wirving412
Miembro

Just got my monthly bill it went from $86 to $136. No change in service. Verizon changed me to a small plan. no warning not explaination.  Great customer service.  Shoping for another provider.

 

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Re: I need to file a formal complaint...

Tigerstep
Novice

Stop harassing CS agents.

If you requested a cycle change, you get billed your month + those extra days. A typical bill is about 30 days. Moving your cycle 10 days up would create a bill for 40 days.

You get billed for number of days you had service for. Each bill that is due is for the last completed cycle.

You're wastings supervisors time and other customers for holding up the call queue.

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Re: I need to file a formal complaint...

stami_b
Miembro

Stop trolling. If you had no helpful information then why did you even reply? My issue isn't a cycle change it is much greater than that. Take care and thank you for no helpful response.

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Re: I need to file a formal complaint...

deloused
Sr. Member

Your bill is definitely correct! How many more people do you need to tell you that despite you not understanding how it works?

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