Complaint Review: Verizon Wireless - Nationwide

In July of 2016, after nearly 10 years as a customer of Verizon Wireless, I decided to investigate what was being offered by the competitors. Here in Murfreesboro, the outlet store for AT&T is directly across the street from Verizon. I secured a contract offer from AT&T then walked across the street to Verizon to see if they would match the offer. Although the offer was only about 10% less than Verizon, they chose not to match the offer. So, without any animosity, I made the switch.

At some point in July, I called Verizon’s nationwide “customer service” people and requested my service be disconnected. They advised they would do it immediately. I paid the money that was currently due, and asked if there would be any additional due. They said no. A few weeks later, I again called to confirm that everything had been disconnected, and to again inquire about any additional fees due. I was assured that everything was disconnected, and was told that “there is no way anything could be due, because we cannot even get into your account!”. I thanked the representative and hung up. However, I remained suspicious, because it seemed to me that I was probably due a partial month of fees. I tried to access the account online, but the organization had discontinued my access. At this point, I had to agree that the account MUST BE closed.

Now it gets good.

Because we are at a time and place in our lives where investment opportunities are strong, my credit, along with my wife’s credit, are very important to us. This account was actually held under my wife’s name. On 3/5/17, I pulled my wife’s credit and, to my great surprise, discovered a “CHARGE OFF” in the amount of $282.70 by Verizon Wireless. It had just been reported the week prior. It was not a collection agent reporting, but Verizon Wireless itself. I had never received an invoice of ANY kind.

On 3/6/17 I called Verizon Wireless to find out what the deal was.

-I first talked to Julie, she could not help. She transferred me to Accounting with a hold time of 2:06 minutes

-I talked to Amber in Accounting. She could not help. She transferred me to Melanie in Customer Care with a hold time of 29:15 Minutes.

-I talked to Melanie (#4246). Melanie said she could not access any details of the account, but said she could see that there was some kind of balance on the account. She could not see what the exact balance was. I assume the smog in her area was very thick that day. She advised me that the account had been turned over to a collection company named IC systems. She said I would have to call them at 866-858-2784. She said absolutely NOBODY at Verizon would be able to help in any way.

-I called IC Systems and made contact with a lady named Gene. Her ID# is 48186. She was sympathetic to my plight. Apparently, she once worked at Verizon! She said the amount now due was $282.70. She said she would mark the account as “disputed”. She would then mail me a copy of her bill. She said I should call back to Verizon and specifically request to speak to the “Financial Services” department.

-I called Verizon back and spoke with Michelle. She said she didn’t know what I was talking about. She said I needed to call another Verizon number 866-266-1445. I called that number and was on hold for 16:30 minutes.   

-I spoke with Brian at the “new” phone number. He said he WAS in financial services, but that he could not tell me what the bill was for. He sent me to a very mean person named Maria at Ext 565620.

-Maria could not help either. In fact, Maria did not WANT to help. She transferred me to “In-House-Recovery” after 19:45 minutes.

Now it REALLY gets good.

-I ended up on the phone with Bob (Emp ID# 89072). Bob could actually see through the haze! He could actually SEE what the problem was. At last! Bob said he would review the account. Bob mumbled to himself a lot, so I did my best to transcribe his ramblings as follows:

“A company is made in it’s recovery department”….How weird is that?

“Disconnect was requested on July 31^st 2016”

“Lines 9139 and 6124 were disconnected on that day”

“Line 6124 was again disconnected on August 20^th”….Huh?

“I-Pad Line number 9162 was disconnected on October 29^th”…. Seriously?

“Line 0728 was disconnected on October 29^th”…. Who’s line was that?

I thought to myself “Incompetence is strong with this “organization””

After 37:08 minutes Bob came back to Earth. He said that he agrees there are “some” incorrect charges. Then he went back to mumbling. At the 41:04 minute mark, he said there were MORE incorrect charges. At the 42:15 minute mark, he said he had a total, but would need to “prorate some things”. He mumbled to himself that if the bill gets below $50 the whole thing goes away. I had my fingers crossed, because I had already wasted hours.

Bob mumbled to himself until the 55:45 minute mark. At the 55:45 mark, Bob came back to life and said that my total due was $78.27. The remainder would be credited! I told Bob I would gladly pay the amount if he would simply remove the black mark on my wife’s credit report. Bob advised me that he follows the “Fair Credit Reporting Act” and would NOT remove anything! Amazing! He really did not get the gist of my problem.

I asked to speak with his Supervisor. I was placed on hold until the 62:02 minute mark. At that time, Bob returned and said that no Supervisors were available, but he would pass along my information, and a Supervisor would return my call in 1 to 2 business days.

It’s April 3^rd, and I’m still waiting for my return call. I’m starting to have my doubts. I don’t think anyone is going to call me back!

Earlier today I called, and paid IC System (the collection agency) a total of $75.72 (The total amount they said was due, plus fees). I paid because the money was never the issue. In fact, as I mentioned, I tried MANY times to settle any amount due. I closed this account in JULY 2016. The last correspondence I EVER received from Verizon was also in JULY. It was in the form of an e-mailed invoice (I opted out of paper statements).I paid the ENTIRE amount of that invoice.  After July, I never received an invoice, a phone call, a letter or even a fond wave hello as I drove by my Verizon retail branch. Nothing. Still, to this date, the only communication has been established by me.

I am a successful, smart and established individual. I feel horrible for the young and the old who get caught in the web of Verizon Wireless. It’s sad to think of the damage such obvious incompetence can do to the credit and reputations of good and honest people.