Not getting any help from customer service after multiple calls who do I call next?

[Hurried1]

You will see from the timeline below that I have been calling customer service for a while now trying to resolve the issue below.  In a nutshell, we had to disconnect our phones because we do not get service from Verizon at our new house, we are in a "dead zone", there are only a couple of spots in the house and in the driveway where we have service. 

If there is anything that you can do to resolve this issue it would be greatly appreciated or point me in the direction of someone who can, this has been quite stressful for us and time consuming.  We have been loyal customers to Verizon, we started with Alltel back in 1994 and have not strayed since.  We only left because we have to have phone service in our home.  We did not leave haphazardly and are not trying to get out of paying something that we honestly owe.  We returned both phones in perfect condition to Verizon and would like them credited to our account and be reconciled to zero balance.  We keep getting letters stating that there are recent device payment eligibility check performed on our account, I don’t know what this is but we are not doing it

11/26/17- Phones deactivated due to lack of service at our home.  This has been an ongoing issue that we have contacted Verizon on many occasions in the past and have been told that we are in a “dead” zone.  We purchased a booster for our home which helped for about a year and then stopped working about 6 months ago suddenly.  Now we can only get service in 1 spot in our house and in our driveway.

11/26/17- We went to the store in Colonial Heights (Southpark Blvd) location to return/deactivate the phones.  We were told that the phones were deactivated and that they were not allowed to take the phones there, we had to call customer service to get the phones back.

11/26/17- Spoke to Haley in customer service.  Was told that the phones were deactivated, the phones were ported Saturday and there were no other charges, everything was taken care of, no device payments were needed and that we could keep the phones.

12/4/17- Received a bill from Verizon for $1236.64.

12/5/17- spoke to Rico 130pm, regarding bill.  Was told to return phones in a box or we will be charged for both.  Was told that once they were received and processed bill would be credited to account because we did not receive service at our home from Verizon (are in a “dead” spot), we would not have to pay any fees because Verizon could not provide the service offered to us.

12/6/17- Phones were shipped to Verizon via UPS store, Description of goods- Cell phones, phones were packed on top of each other with wrap between the 2.  Weight of the box was 1.65lbs $51.29 to ship.

Delivered: Monday, Dec 11, 2017 08:21 AM

Package current status Delivered

12/20/17- Spoke to Justin at 1240pm States the phones were received 12/11/18 and signed for, call back in 5 days after the process them.

12/27/17- Called Catherine at 1247 to verify phones checked in.  States phones still not processed, bill for $1236.64 received from Verizon though. States will not send to collections.

1/3/18- Called James 6pm, states they processed 1 phone but not the other.  Stated that they would have to pull the box again to check for the other phone ????  Would send to escalation specialist 5 to 10 to have matter dealt with immediately. Would get a call back between 1/11 and 1/12?  Said that Rico should have instructed us to use separate boxes for the phones which he did not.  Ticket number 3134058. 

1/17/18- Received vague voicemail from James saying “we hope your issue was reconciled to your expectations” We are still getting bills every week from Verizon…

1/18/18- Called Shatee- 139pm  She said they do not make tickets for this issue they make buy out forms.  The call dropped.

1/18/18- Spoke to Keisha. She states that no one owes anything, it will take 5-7 days to resolve the issue, ref number 11475 and 11477 were given, we should get a call back by 1/18/17 for resolution of the matter.

1/29/18- Spoke to Bennea at 130pm, issue is not resolved.  One phone has been received and reviewed, the other has not.  She will create a ticket and expedite the matter. Ticket number 729419, will send email or text to show resolution of the matter asap.

2/14/18- Received a bill in mail for $575.14, they are still billing us for 1 phone which was returned in perfect condition.  It was not a breach of contract, there was no service in our area.

Thank you, any help is appreciated.

Kim

[vzw_customer_support]

Hurried1, your post has really caught my attention! I apologize you have been dealing with a billing concern since November. I am here, and eager to assist. I just sent you a private message to best assist with your concerns.

GinaU_VZW

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