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In 8/11/17, my husband went in to our local Verizon store to upgrade 2 phones for work. We had been on a 2-year contract, ending 10/18 with basic phones and $20/phone line access charges. The new smartphones were put on a 24 month payment plan each, and he put a 30% downpayment for each phone on that date. We received no discounts, no vouchers, nothing, nor were we offered an option to turn in our old, basic phones that were only 1 year old and in great shape. We were supposed to have been paying $20/phone line access charge b/c of the payment plan, but we've both been paying $40/phone/month + a $40 monthly plan.
We've been trying to get a hold of Verizon customer service all week, but the lines were constantly "down" until today, when we spent over 3 hours between the customer service in AZ and our local store where we purchased the phones. Each person, including supervisors we spoke to, claimed the charges were correct, based on our signed 2-year contract, BUT NONE OF THEM COULD SHOW ME THIS CONTRACT, AND ADMITTED THEY COULD NOT VIEW THE DETAILS OF IT! In fact, we have no hard copy of this contract, and no digital copy online via our Verizon account. They offered to send me their "notes" and sent me a typed text when I asked for a screen shot! They credited our account for one month of overage charges for 9/18, and also credited/refunded our account $60 for an "upgrade fee" we didn't know about when the phones were first purchased, but refused to admit wrongdoing or credit or reimburse us further.
When I read the above screenshot from Verizon's own FAQs section, we were referred back to our mysterious contract terms that no one can view (if it even exists). Verizon owes us $520 for 13 months (they reimbursed us 1 month, as stated above) of $40 overage charges we should never have paid, and no one will assist us. We've been loyal Verizon customers for 17 years, but in 3 days that may very well be over!
The FAQ posted does mention that the Line Access Fee for lines with a contract is $40 per month. The down payment did not remove the contract, it did allow new phones to be purchased for the lines before the contract ended.
RIDDLEDANDRHYMED, your loyalty of 17 years is invaluable, and we would be sad to see you go. I certainly understand your concerns about being charged correctly on your bill and am sorry to see that you have not received a resolution after working with previous representatives. We appreciate the research that you've done on our website, and you've come to the right place for help. I will be more than happy to work with you to review your account and verify the charges that you have received for accuracy, and set the correct expectations. I am confident that we will be able to work together to make things right. Please check your inbox for a Private Message to review further.
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!