Verizon Poor Customer Service - Refusal to Address Own Error
SL25
Newbie

Verizon has been poor in addressing an incident they created.  They are charging me for a phone which I did not receive.  I provided them a mailing address and they inputted an incorrect address and are refusing to refund me my money and respond to me.  I have written their Correspondence Team and have yet to receive a call or written reply after three letters.  In speaking with their customer service via phone, they are unable to approve a refund since they say it is out of their power.  Their lack of communication in this matter shows their poor customer service and lack of taking responsibility for their own mistakes by charging customers for phones they mailed erroneously while holding the customer responsible.  Perhaps someone could point me in a direction where I would be able to actually speak with someone who could solve my issue?

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Re: Verizon Poor Customer Service - Refusal to Address Own Error
Snn5
Legend
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Re: Verizon Poor Customer Service - Refusal to Address Own Error
vzw_customer_support
Customer Service Rep
SL25,

I am truly sorry to hear that this concern has not been addressed. I would love to investigate further into this. I have sent you a private message. Please respond back to my private message for further investigation.
LindseyT_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: Verizon Poor Customer Service - Refusal to Address Own Error
dad_of_2
Specialist - Level 1

Did you bill it to the account?

If so, follow these steps:

"HOW AND WHEN CAN I DISPUTE CHARGES?

If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred. YOU MAY CALL US TO DISPUTE CHARGES ON YOUR BILL OR ANY SERVICE(S) FOR WHICH YOU WERE BILLED, BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT THE CUSTOMER SERVICE ADDRESS ON YOUR BILL, OR SEND US A COMPLETED NOTICE OF DISPUTE FORM (AVAILABLE AT VERIZONWIRELESS.COM), WITHIN THE 180–DAY PERIOD MENTIONED ABOVE. IF YOU DO NOT NOTIFY US IN WRITING OF SUCH DISPUTE WITHIN THE 180-DAY PERIOD, YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL OR SUCH SERVICE(S) AND TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING ANY SUCH DISPUTE."

If not,

You should try calling customer service. Ask for the freud department.

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