My billing issues go all the way back to January/February. When we moved in November 2015, I decided to cancel our Verizon account instead of transferring Service as I was looking to compare with competitors. Needless to say we were persuaded to open a NEW account with Verizon. Knowing I had worked with Verizon in the past, I let them right off the bat to remove the promotion deals including the premium channels after the 12 month promotion expired. I'm sure you can imagine where I'm going but you could never guess how much of a fiasco Verizon has made this. I didn't notice the package on our account until February. I immediately called expressing frustration asking it to be removed and asked for a credit as we were not utilizing the channels. A request I did not find unreasonable. You would have thought that I asked for the sky to be painted green. After my 3rd 1 hour call into Verizon, I gave up on the credit. At that moment, I wanted to wash my hands with Verizon. Because we're in a contract until November, we'd have a cancellation fee. Still, I debated and expressed such. You'll never believe what is sill on our bill. Each time I talk to a representative, I explain my frustrations of having to call and spend over an hour on the phone with them. Not that anyone wants to deal with this mess, my husband and I work 50+ hours a week. I don't have that kind of time to be dealing with a bill every month. Not to mention the level of frustration I hang up in. FINALLY after I don't know how many calls, in May, I spoke with somebody that said "I see in the notes on your account where you called about this but it wasn't taken off.". At that point, they issued me a credit of $90 something dollars for the timeframe between the February call and that date (May). Again, over 2 hours on the phone dealing with this because someone couldn't do their job in the first place. At that point, I was so frustrated and didn't want to give Verizon a penny more than what services we've been using and they disconnected our account. Apparently they couldn't apply the credit to our account while disconnected so I had to be transferred to someone to have our services turned back on and then transferred back to have it applied. Make a payment, Services get turned back on and asked to be transferred back. I was redirected FOUR times. By the fourth time and over 2 hours on the phone, I asked if I was going to have to waste any more time on the phone with them to which the young man promised to personally make a note and have the credit applied the next morning. One could probably guess what I'm going to say next. The credit was never applied. About a week later, I get a notification about our account needed that $90 something dollar paying. I called four times over the next 2 week period. Each time, I verified my account and WAITED OVER AN HOUR FOR A REPRESENTATIVE. Because I put in my account info, I hope Verizon can verify each time I called and how long I waited. Of course, services were disconnected because I'm not making a payment until this is resolved. Because of the disconnection, when I call, I'm able to reach someone. I express my frustration and tell my FULL experience to the rep. She looks at the notes on my account and says "wow, I'd be frustrated too. I still see the notes but the package still hasn't been removed.". At this point, I have more premium charges AND disconnection fees because I cannot get anyone to resolve this issue. I request a credit for those charges, a credit for the premium packet that should have been removed MONTHS ago and the original credit to be applied to our account before I make a payment. She pretty much agrees that I what I am owed but said she needs a supervisor to do it. At this point, I had been on the line with her for 45 minutes. Completely embarrassed, She comes back to tell me the supervisor would not approve any of it but authorized her to remove the premium package for future bills. I'm sorry, what?! You want me paying for things that are on my account due to a Verizon error. I waited to speak to the supervisor for more than 10 minutes. Knowing I had a meeting and didn't have more than an hour to devote to Verizon that day, the rep comes back on the line stating the supervisor still wants available. I'm at a loss. I literally broke out into frustration tears. I want to talk to someone that can FIX my account. I am not asking for anything other than what is owed to me! I discovered this blog and saw where Verizon responded stating a claim had been escalated. Hoping I can find a resolution here. I have never worked with a company like this before. My business is not appreciated and trust me, I would like to take it somewhere else.
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