Complaint Review: VERIZON WIRELESS LLC

 I established service for my self with Verizon Wireless almost 15 months ago, in August of 2015. At that time I was requested to pay $400.00 in a security deposit. A couple of weeks later I added a second line for my teenage son, same financial burden, an additional $400.00 deposit. I paid both deposits. Less than a month later my service is shut off. I call customer support and they told me the security deposit for the second line did not post. I know that day the money had been taken from my account, and I state this. The customer service representative and I keep going back and forth for about an hour, I get a supervisor on the phone. After going through the entire situation again, they restore my service, tell me they will contact me in two business days.

The next day my phone is off again. I call them again, have to go through the entire story again, finally get a supervisor, they review my account details, apologize, restore my service, and tell me they have opened an investigation and contact my bank as well. Meanwhile during this time my service is interrupted at least once a week, forcing me to spend over an hour to get it turned back on. It was not resolved until mid to late October. 15 months of paying my bills with no interruption of service for lack of payment and I cannot get my $800.00 back. I contact them about it and I get blatantly lied to. First I was told it is because my account is past due and in collections. I asked how that is even possible if I still have active service and a scheduled and accepted payment. I am told they will have to look into it. Then they tell me that as long as I have a balance on my account I will not receive a refund. I told them the security deposit policy is that what balance is on my account is deducted from the refund amount. The excess money left from my deposit is then to be sent to me, with all accrued interest per law, via mail in the form of a check. Verizon then tells me my account was reviewed in August and due to unpaid charges I would not receive my refund at this time. My account is up for review again in November.

I asked when in August my account was reviewed because as of August 4th my account was paid in full. The response was, I cannot issue a refund as long as you have a balance on you're account. Thank you for contacting Verizon Wireless, is there anything else I can help you with? I stated I would contact a supervisor. A short time later I am contacted and told there is nothing they can do, I owe money, until it's paid I will not get the money I am owed. I take time to explain ALL of the issues I have been having with Verizon since I first started my contract. A third person reaches out to me... The third person tells me my account was reviewed in August and I'm not eligible for my security deposit to be refunded at this time due to service interruptions in 2015. I explain to review my account and ALL of the details. Those interruptions in service were because I launched an investigation with Verizon and my bank for $400.00 that disappeared from my bank, but never got credited to my Verizon account. That issue was not resolved until mid to late October. Verizon kept shutting me off every week during that process, forcing me to call weekly until I threatened to contact a lawyer.

They are in breach of contract. 15 months later, Verizon is 3 months past due with payment to me. We had a binding verbal and written contract, but yet they will not live up to their end. I will certainly be switching service providers as soon as I am able to. The financial issues, including missing money from my bank account, the service interruptions because of their errors, and now stealing an additional $800.00, being lied to about why, and the piss poor customer service... Of course we all know Verizon has been investigated by the FTC and forced to pay millions back to customers in stolen money before, why would they change business practices now?