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We lost a phone about a week ago, and had almost $4000 in fraudulent calls made on our account. Verizon initially told us they would be refunded in the online chat as well as over the phone. I recorded the nearly 2 hours of calls with them and was repeatedly told by customer service, the fraud department and finance that these charges would be refunded. Still our phones can't text or place calls and finance told us this morning that fraud now marked the calls as legitimate.
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Does anyone know if there is some way to escalate this? I've spent hours on the phone with Verizon and they blatantly lied to us the whole time. Chat is no longer available in my verizon wireless account. Finance wants us to pay $4300 to get our phones working or change our plan. We've been with Verizon for about 10 years and are probably going to Tmobile after this. Unacceptable treatment.
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