I need to get reimbursed for being charged after my account was shut off. I'd like the...

GetHuman865562's customer service issue with Verizon Wireless Financial from July 2018

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The issue in GetHuman865562's own words
I need to get reimbursed for being charged after my account was shut off. I'd like the money put back in my checking*debit card account. Please see the conversation I had with Verizon reps below.**Your recent online chat conversation**Mobile number ending in *****.*Chat with us again if you have more questions or sign in to My Verizon to make updates to your account.**Your chat recap**Reference number:*********************Chatted on ********** at **:**:****Verizon*Thank you for contacting the Verizon Wireless Chat Team regarding your account. How can we help you today?*You*Hello,*You*I'm active duty military and I moved to Okinawa on ** April ****. I had asked to shut off service to our phones but I'm still being charged each month. I called two or three times before leaving the country to make sure my service and auto payments would be stopped and was assured it would be taken care of.*Verizon*Oh my!*Verizon*I will look for options to help you suspend the lines and charges on the account.*Verizon*I appreciate you waiting on the line, We are currently receiving a high volume of Chats but I will make sure that I will make your wait worthwhile!*You*Got it*Verizon*May I know who am I chatting with?*You*Jonathan Rozendaal*Verizon*I would also take this opportunity to thank you for the service for the country!*Verizon*Nice to meet you in Chat today, Jonathan!*You*Same to you. Can you check my account for records of the conversations I had with the Verizon reps?*Verizon*Not a problem.*Verizon*In fact I have the documents wherein you will be needing these to submit via email, papermail or fax.*Verizon*You submit a copy of the relocation orders including:*Verizon**Subject: Military Order*br***Customer or Account Name*br***Account Number and Mobile Number*You*Why do I need to do all that to shut off my account? I don't need anyone's permission to stop doing business with Verizon. Both my phones are unlocked. There is no contract. I owe Verizon nothing. In fact, they owe me for charging me for nothing for the past few months.*Verizon*Oh I see, thank you the for clarification.*Verizon*Oh I see, thank youfor the clarification*Verizon*Just to clarify, do you mean temporarily suspending the account or permanently closing it?*You*Close it permanently. Can you look at the record of what I asked for back in March, early April?*Verizon*Oh I see. I get it now.*Verizon*My apologies as I thought you want to temporarily suspend the account.*Verizon*I can see that there was a request on ********** for disconnection.*You*Right, what happened?*Verizon*Upon backtracking, I was able to locate minimal notes on the account, but no worries let me process them for you.*Verizon*While I process do you happen to know any of your loved ones who would like to use your lines in the future?*Verizon*The reason why I asked because you have tyhe option to give it to them.*You*No one*Verizon*Thank you.*Verizon*I am currently working on the request. and almost done here.*Verizon*Here we go!*Verizon*Your device will stop working some time after *:** PM on your bill cycle date ********. Your final bill may include delayed roaming, add-on or airtime charges plus taxes. Once the line is disconnected, voicemails cannot be retrieved.*Verizon*Rest assured that you won't be charge for this line moving forward.*Verizon*I got it taken cared of.*Verizon*You can remove this from your worry list now.*Verizon*Was there anything else I could do to make this an exceptional experience?*Verizon*How are things coming along?*You*You're not listening. I called to have service shut off on ** April ****. You saw it yourself. I want my money back for everything I was charged from that point.*You*Did you think I would just be okay with being charged for the last few months when I asked to cut service off months ago?*Verizon*I totally understand, and I know how important it was to have them completely cut back in April., My apologies for unexpected circumstances. These must have consumed most of your time and I appreciate you chatting in despite your errands for today. I am also a paying consumer outside work, and I would also only expect to pay what I use. Since the disconnection were unable to be completed. Rest assured that I took ownership of this and I have ***% made sure that you will no longer have to worry about this. there will no longer be next bills.*Verizon*Despite the unexpected circumstances I'd be glad to extend my help and go beyond my scope as I cover $**.**. How does that sound?*You*It sounds like I need to talk with your manager.*Verizon*I understand that you want to speak with my manager, and rest assured you have me right here with you to accomplish your request today. How else could I be of help today?*You*Are you a real person?*Verizon*Yes, absolutely.*You*Then think about how you are responding to me and get off of your script.*You*If you're not going to really solve this for me, let me talk to your manager.*Verizon*I totally understand your point, and normally I can only cover a maximum amount of $**. but I surely want to be part of a resolution today that is why I can exceed up to $**.*Verizon*I know you want to speak to a manager and stay on the line as I connect you.*Verizon*I will just relay everything so that you don't have to repeat anything from the beginning.*You*Yes, please do so*Verizon*Sure.*Verizon*Hi there, Jon!*Verizon*This is Taylor, supervisor of your representative earlier who is named Taylor as well.*You*Hi*Verizon*I understand that you already requested for the cancellation of the account, don't worry, let me check all of my resources for you.*You*Please read the entire conversation I had with the first Taylor. Also, check my account and my request to end my service back in April.*Verizon*Yes, I'm actually checking your conversation with Taylor. I can see here that there was an option to process $** on the account. I actually approved the $** credit adjustment on the account.*Verizon*You have been a valued and loyal customer since **** and I really appreciate that. Let me provide another $** to make it a total of $*** adjustment on the account. Again, this is not the service we want you to experience, but at least with this adjustment, it will compensate the charges on the account.*Verizon*Jon, are you still with me?*You*I was charged each month since I left the States on ** April. I expected the account to be terminated and auto payments shut off at that point, which is what i requested. I have been deployed and communications limited here in Okinawa. I want my money back.*You*Look at what i've been charged since and send me a check. I'm not interested in being partially compensated. Get it?*Verizon*I know that you already request to cancel the line though this is the best option available.*Verizon*Though I'm still checking options for you.*You*You're wrong about that. You can see in my account that I made the request. This is Verizon's mistake, so make it right.*Verizon*I understand that you requested this and you only want to have the charges waived. I can also see that we are also sending text message about the bill on your line.*Verizon*Here's what I can do.*Verizon*I can apply the $*** adjustment on your account and at the same time, I will be suspending the lines so you will get prorated adjustments on the bill on top of the adjustment I will apply.*Verizon*The services will still be disconnected on the account.*You*You can wave the charges on my current bill and send me a check for the months you charged me since my account was supposed to be terminated on ** April.*You*Just like the other Taylor, you are not listening. Fix this. Stop trying to ***** me over and make this right.*Verizon*I also want to make this right for you. This is why I am explaining our options to you.*Verizon*Yes, I can waive the current bill charges on the account and at the same time I can suspend the lines so you can get more adjustments on the account.*Verizon*The adjustments that will be applied as part of the suspension will be sent to you as a check.*You*I want my account with Verizon Shut off, not temporarily suspended. Read the notes from when I called in April.*Verizon*Yes, the lines will be disconnected.*Verizon*The suspension is only to get adjustments on your current bill as well for the month in advance that has been charged.*Verizon*Here's what I can do. I can cover the $***.** of your two bills and then since there are still ** days remaining on the cycle and we will be suspending the lines, you will get another adjustment for half of your bill this month.*You*I was assured it would be shut off completely on ** April ****. Verizon owes me for what they charged me since then.*You*Why do I feel like I need to contact my lawyer?*Verizon*I understand that you would like this to be taken cared off. That is also my goal. The disconnection is already processed on our end and we already took ownership of the issue.*Verizon*I hope you also understand that what I am covering the two month's worth of charges since I will be covering the charges for this month and half of last month.*Verizon*Then by additionally suspending the lines today until it is disconnected, you will get additional adjustments for the bill that was charged a month in advance*Verizon*I can apply the adjustment now on the account and you will also be getting a check for the adjusted bill for this month*You*Taylor, I do understand what you are doing. You are trying to reimburse part of the money I'm owed. What you do not understand is that I will only accept all of what Verizon owes me.*Verizon*Yes, it will eventually total to the two months that was charged on the account.*Verizon*The latest bill on the account has a balance of $***.** and the last month's bill was charged $***.**.*Verizon*So what I am going to do is I will cover the $***.** of the charges and the suspension of the lines can cover the other half of the charges since there are still half a month remaining on the current cycle.*You*Yes, please figure it up and put it in writing. Send it to my gmail account on record.*Verizon*Sure! You can also click on the envelope icon on this chat window so you can get a copy of this chat.*Verizon*As a reference, please keep the chat ID *******************Verizon*I am now applying the adjustments on the account.*Verizon*I have successfully applied the adjustments on the account and you will receive additional adjustments on your next bill for the lines due to suspension.*Verizon*Rest assured that the current balance and the lines to be disconnected has been taken cared of.*Verizon*May I ask your email address to send the confirmation of the charges?*You*you have it on record*Verizon*Alright! I will use the email address assigned on the account instead.*Verizon*All set! I already sent the confirmation on your email address.*Verizon*I want to make sure you don’t have to chat back, do you have any additional questions?*You*yes, hold on*Verizon*Sure!*You*I want to make sure we are on the same sheet of music here.*Verizon*NO problem.*You**. I want to make sure my account is TERMINATED, not just suspended.*You**. I want to be compensated $***.** that i was charged for the month of April.*You**. I want my current bill of $***.** for the month of May suspended.*You*Are we good?*Verizon*Got it! The account will be terminated and due to the credit adjustment that we made, the number * and * items are also covered.*Verizon*You will receive an email confirmation about the transaction that we have made today*You*I won't receive any additional charges right?*You*How will i be compensated the $***.**?*Verizon*Yes, I assure you that there would be no additional charges since there would be prorated adjustment on the account and the also on the adjustment credit that I manually applied.*You*I don't understand. How are you going to reimburse me the $***.** for April?*Verizon*I already applied a total of $*** on the account and since we processed an on demand cancellation today, there would be an adjustment credit for the current charges.*Verizon*And you will see the adjustment on the final bill*You*Final bill? Thought you said I wouldn't be charged any more. Also, you're still not telling me how I'm going to get reimbursed. Are you sending me a check or crediting my card?*Verizon*The final bill is just a presentation of the previous charges and credits that has been applied on the account. It's just a form of financial statement since Verizon is very transparent with the charges and credits that happens on the account.*Verizon*Since there would be credits on the account, you need to contact our Financial Team at *-***-***-**** for them to know what is your preferred credit(Checking or via credit card)*You*Can you just take care of it? I'm on the other side of the world now. I'd prefer that they just put the money back on my card that they charged.*Verizon*I understand that this has been a big hassle, apparently we need to personally request it through out Financial team since they will be asking confidential and details of your card. We just want to make sure that your account information and most especially your card information are secure and safe*Verizon*You don't have to worry, everything here is well documented and I have extensively noted the account for you so that they will have a heads up*You*This has been a hassle and it ***** that I have to do a bunch of things to fix it when Verizon screwed up!*Verizon*As soon as they have confirmed that you requested to be refunded through credit card, expect an immediate confirmation.*Verizon*Aside from the adjustment and cancellation, is there anything else?*You*So, you're still saying I need to call them?*You*I don't want to call them because it's an international call.*Verizon*You don't have to worry as there would be no charge in calling our financial team. You can also contact our *-***-***-**** customer service team since it is available for ** hours. And they will let you transferred you to financial team*You*Okay, thanks for your help. I'm done.*Verizon*Alright!*Verizon*Thank you too for being so patient with me

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Verizon Wireless Financial

Customer service issue
Reported by GetHuman865562
Jul 10th, 2018 - 4 years ago
Not resolved
Seen by 2 customers so far
Similar issue to 308 others
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Timeline

GetHuman865562 started working on this issue
Jul 10th, 2018 3:01am