I am very irritated and disappointed with Verizon customer service.... I recently phoned them because all of a sudden a phone that was lost and cancelled in December 2014, was on my bill for May 2015 billing. I called customer service on May 7th in a panic, because I thought somehow the phone I cancelled with Verizon on January 5th, was found and somehow reactivated. Not the case, as I spoke with Mario in Customer service, who absolutely refused to help me figure out how on earth a phone that was lost and cancelled nearly 5 months before was now reactivated by Verizon, without my consent or knowledge.
So here is the story. Late December the phone was lost we looked for it for several days and were not able to locate it. On January 5th, 2015 I called Customer service and spoke with someone named Ladia. I explained the phone was lost outside somewhere and it needed to be cancelled. There had been -0- activity on it since the day it went missing, and were not going to buy another phone, because my husband doesn't like or need a cell phone. She canceled the phone and dropped my data plan to 500mb. So my bill dropped down to $62.83. I have been a customer for over 10 years, I have never been late with a payment, as I always paid early. So I get this bill Mar 29 to April 28 and the lost phone is on my bill as if it was never canceled. So Mario was unable to help and I told him I would never pay for that phone as it had been canceled in January. He said the person input it as a "Suspended" phone... I asked him why I would suspend a phone that was long lost? I asked to speak to his supervisor. So Supervisor Jamie gets on the phone and again she said they sent me texts saying the phone was being reactivated. I looked back at the texts that I supposedly received in March and nothing from Verizon about this phone. I said I know they record the conversations, pull the recording from January 5th with Ladia and you will know I cancelled. Jamie said they cannot because they don't keep them that long. She said that they would credit back a portion of the lost phone's bill, but not all of it. I told her I would never pay that and I needed to speak with someone else. She assured me that I would receive a call back the next day from a day supervisor. Well today is June 1st and I am still waiting. We are going on nearly one month since I initially contacted them I have received a new bill and I am seriously past due on a phone that I have not had since December. Oh by the way, I got a text that they indeed cancelled the phone on May 28th..But they still say I owe $60 for the month of April to May 28. I need to know what do I do. I will never pay the bill for the lost phone, but they have threatened to ruin my credit, which has always been perfect....
Please tell me whom I can contact to get this resolved. They seem to be a pack of liars and no one wants to take accountability for an employee who did something wrong. what the hell??
Please advise..
