January *, *****Acct * ending in ******I mailed our December payment on the **th of De...

GetHuman-kennadin's customer service issue with Verizon from January 2019

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The issue in GetHuman-kennadin's own words
January *, *****Acct * ending in ******I mailed our December payment on the **th of December. On or about December **th I received a text or email(?) stating our payment was overdue. I called the bank to find out if check had cleared. It had not. I then called Verizon and spoke to what sounded like Chant. I told him I had mailed the payment on the **th, called our bank and they said the check had not cleared. I asked Chant if it was normal for payments to arrive late during the holidays and he said that sometimes happens. Since we have an Excellent payment history he would waive the late fee just in case it is applied. *I thank him for his assistance and ended the call. **On December **th we went to the Verizon Store and purchased two new phones and some accessories. **Upon arrival on Saturday the **th of December, payment envelope was returned from the post office with a stamp that read – need better address. On the **st (Monday) I called Verizon and spoke to Derrick. I told him what had happened and he started asking me about some options for our account for our new phones and everything was changing. When we finished with all that, I told him I wanted to make the payment with a credit card so the bill would get paid. He then said if I do it through him a $*.** fee would be charged. If he transferred me to a direct pay on line I would be prompted through the payment and no charge would be made. I said fine and he transferred me. Nothing happened, I held and held and then the line just went dead. I had been on the phone long enough.**So, on December **, I hand wrote the address on an envelope, put the envelope from the post office with the stamp on it ‘need a better address’ along with payment in that envelope and mailed it again. *Today I receive a text telling me that we owe $**.** immediately and our next bill will be $***.**. **I called Verizon again today* being the *rd call regarding this problem. After holding for * hour I ended the call. I would think that after two calls already there would be sufficient information entered into our account from the two people I had spoken with. We have been excellent customers of Verizon for many, many years. We have had modem accounts from Verizon along with cell phones. **Since payment was again sent on the **st you will hopefully have it recorded this coming week. One would think someone would have the courtesy to pick up the phone and call us to find out why payment has not been made as this is Not The Norm For Us*or to just inquire if payment had been made. **If we do not receive a call from someone advising us this matter has been taken care of, charges dropped, ect., you leave us no choice but to return our new phones back to Verizon and go elsewhere. **Respectfully,*Ken and Nadine Johnson
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Verizon

Customer service issue
Reported by GetHuman-kennadin
Jan 5th, 2019 - 4 mons ago
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Jan 5th 1:07am