The most trusted and popular consumer complaints website
Explore your opportunities! Create an account or Sign In

Verizon Wireless / billing / customer service

1 CO, United States Review updated:

The following correspondence says it best:

Initial Letter to Verizon...
Primary Subject: Billing
Secondary Subject: Payment and Balance Questions

Message Body:
I am furious. I was using my phone to make a payment. It was a new phone and I must have hit the wrong button.

I thought I was entering a payment of $xxx. Instead I paid the full balance - which is not due for 15 days. I CANNOT afford to pay that extra $xxx right now. I spoke with a VZ representative that same day, he completed a form and told me it would take 72 hours to process.

I called to check the status today and was told by a representative (she was a ###, in case you care) it can take up to 10 days to process the request. Are you kidding? I have since spoken with a very nice supervisor (the ONLY person out of 3 who seemed to have a clue...he provided excellent customer service, ) - and he has said 24-48 hours is the norm.

I am writing to be sure you understand my frustration. Please expedite this request for a refund. I will never make a payment from my phone again. I manage social media for a living and I am controlling the desire to rip VZ on Twitter, Facebook, Linkedin, Tumblr, Friendfeed, StumbleUpon and my blog. I am so mad right now. ANY other company would reverse this within 1 day. It has been 3 days already!!! Please deal with this within 24 hours and notify me that it has been resolved.
Angie xxxxxxxx

Verizon's response...

Dear Angie xxxxxxxx,

Good evening! I have reviewed your account and I regret to say that the request submitted was completed today but our treasury department was not able to reverse this payment. My name is Arlene and I’m very sorry to hear that you did not intend to pay the balance in full, but I will be more than happy to provide additional information regarding this.

When a balance is due and the payment covers the balance in full, we are unable to credit back any over payments, unless this results in a credit balance.
Since the payment of $xxx covered exactly your account balance, we are unable to reverse it.

Keep in mind that when a payment is made over our automated system, it will ask you to confirm more than once the payment amount you wish to make.

I apologize for the inconvenience this may have caused.

I am sorry I wasn't able to provide you with a more favorable response in regards to your payment. We appreciate your business and thank you for using Verizon Wireless. Should you have additional questions or feel your concerns are not resolved, please reply to this e-mail.
Sincerely,
Arlene
Verizon Wireless
Customer Service

My final email to Verizon...
Dear Verizon Customer "un"Service,

I expected nothing less from Verizon.
Your lousy customer service is legendary - and now I am experiencing it firsthand.
Be sure to check my thoughts on Facebook, Twitter, LinkedIn, StumbleUpon, Tumblr, Flickr, and my blog.

Fortunately, consumers can now share your abhorrent behavior with the planet via social media.

Disgusted,
Angie xxxxxxxx

P.S. The punctuation, incorrect use of my first and last name in the greeting and your use of words like "treasury dept" tells me one of two things:
You utilize impersonal form letter templates and/or you're not residing in this country and Verizon didn't take the time to train you properly.
Again, fabulous customer service. Unbelievable. Can't wait to post this communication on my blog.

Sort by: UpDate | Rating

Comments

  • Mi
      28th of Dec, 2010
    +1 Votes

    Shouldn't get so pissed at them for your f*up. Be nicer, they will reverse it...

  • Ma
      9th of Jan, 2011
    +1 Votes

    You shouldn't own a phone if you can't pay a bill in full, that's how you ###s get in debt. When you get a bill you pay in FULL and if you can't do it don't purchase the service.

  • La
      13th of Feb, 2012
    0 Votes

    I agree in full with Martmart and mikemn78 if you can't pay don't have a phone if your rude don't call for a refund and if you can't operate your phone don't try too pay your bill from it go to the store (best buy) and pay it there if the non-existence money you have.

Post your comment