A Verizon Wireless sales associate mistakenly added a device payment agreement under my...

GetHuman-minsach's customer service issue with Verizon Wireless from November 2018

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The issue in GetHuman-minsach's own words
A Verizon Wireless sales associate mistakenly added a device payment agreement under my account for a phone I never purchased. I noticed this discrepancy on my account and went to a Verizon Wireless store to have the issue rectified. The store manager and a sales associate realized what happened and made a notation on my account. I called Customer Service a couple of days later and was credited a Device Payment charge (payment * of **, in the amount of $**.**). **I have since cancelled my Verizon Wireless service. I realized, upon receiving my final bill, that I was charged a Device Payment Buyout Charge ($****.**) for the phone that I never purchased.**I went back to the Verizon Wireless store (on Black Friday) and made a sales associate aware of this. He looked into my account and informed me that he could not do anything, and that I would have to call Customer Care at *-***-***-****. I spent the Thanksgiving weekend trying to connect with Customer Care (often waiting on hold for over *.* hours before giving up.). **On Monday, November **th, after trying to reach Customer Care on the phone, I got in touch with an associate via CHAT on the verizon wireless website. After relaying my issues, I was told to contact the Fraud Department at ***-***-****. I explained the situation (AGAIN) to a new person, and they transferred me to Customer Care, as they did not see any Fraud in my account.**At Customer Care, I spoke with a person named Llaren. After explaining my situation (AGAIN), I was told that I'd need to bring in my phone to Verizon, cancel my service with my current carrier, port my number and activate my account with Verizon, then get a credit to my account... This, because of a mistake made (fraudulent or not) by a Verizon Wireless Employee. **Upon asking if this was necessary, I was transferred to ANOTHER customer care associate named Jackie,. After explaining my situation (AGAIN), I was put on hold. **Then, a person named KENT picked up the line and asked my for payment information. After explaining my situation (AGAIN), he would continuously interrupt me by saying he cannot help me as his job is to make payment. If I am not making a payment, I would have to got back to Customer Care. Kent did not care about my situation, but would only repeat canned lines and apologize for not being able to help. **Another Transfer to Customer Care. This time, while waiting, I was disconnected. I called back, and after waiting for over an hour, I spoke to another associate and was transferred over to someone who would port my number over. After explaining my situation (AGAIN) I was transferred to Customer Care (AGAIN). I spoke to Jackie, who said that I should go to the Verizon Wireless store where the Sales Associate (fraudulently or not) added a Device payment to my account. I DO NOT KNOW WHERE THE STORE IS. **After explaining this to Jackie, he said that he would have to find out where the store is, call them, try to rectify the situation and call me back. Needless to say, I was not called back.**I would like to $****.** charge reversed on my account. I'd like to make a final payment, but I will not be responsible for making a payment for a phone that I did not purchase.

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Verizon Wireless

Customer service issue
Reported by GetHuman-minsach
Nov 28th, 2018 - 4 years ago
Not resolved
Seen by 15 customers so far
Similar issue to 7891 others
0 customers following this


GetHuman-minsach started working on this issue
Nov 28th, 2018 2:22pm

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