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Dealing with Verizon: Face to face, by phone, or online?


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#1 Principled Man

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Posted 15 February 2020 - 04:22 PM

Does anyone have any experience in dealing with Verizon?

I'm getting nothing but a runaround from Verizon regarding my iPhone 8 Plus, which I just bought from Best Buy for $15.00 a month for 24 months ($360.00 total).  I'm a new account, and my Best Buy receipt clearly shows that I am to be billed $15 a month for the phone.  

Verizon's billing is ignoring that price and is charging me full price ($549.99 over 24 months, or about $23 a month).  I have spoken to TWO representatives online, and both have given me poor service.  So far, there is no mention of the price correction in my billing.  No credits at all.....

Would it be a waste of time to walk into the Best Buy or the Verizon store nearby?

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#2 Fordgalaxy

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Posted 15 February 2020 - 04:33 PM

View PostPrincipled Man, on 15 February 2020 - 04:22 PM, said:

Does anyone have any experience in dealing with Verizon?

I'm getting nothing but a runaround from Verizon regarding my iPhone 8 Plus, which I just bought from Best Buy for $15.00 a month for 24 months ($360.00 total).  I'm a new account, and my Best Buy receipt clearly shows that I am to be billed $15 a month for the phone.  

Verizon's billing is ignoring that price and is charging me full price ($549.99 over 24 months, or about $23 a month).  I have spoken to TWO representatives online, and both have given me poor service.  So far, there is no mention of the price correction in my billing.  No credits at all.....

Would it be a waste of time to walk into the Best Buy or the Verizon store nearby?

I doubt Best Buy would have much effect on that unless the person that sold it to you made an error. If it was me, I'd go to a Verizon store if it's not too far away instead of some faceless wonk on the phone. If you do go with a phone call, make sure you ask to speak to a supervisor. They're such  mega company that one person isn't such a big deal, but maybe get the local TV station involved if they have a consumer help section.

#3 Principled Man

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Posted 15 February 2020 - 04:54 PM

View PostFordgalaxy, on 15 February 2020 - 04:33 PM, said:

View PostPrincipled Man, on 15 February 2020 - 04:22 PM, said:

Does anyone have any experience in dealing with Verizon?

I'm getting nothing but a runaround from Verizon regarding my iPhone 8 Plus, which I just bought from Best Buy for $15.00 a month for 24 months ($360.00 total).  I'm a new account, and my Best Buy receipt clearly shows that I am to be billed $15 a month for the phone.  

Verizon's billing is ignoring that price and is charging me full price ($549.99 over 24 months, or about $23 a month).  I have spoken to TWO representatives online, and both have given me poor service.  So far, there is no mention of the price correction in my billing.  No credits at all.....

Would it be a waste of time to walk into the Best Buy or the Verizon store nearby?

I doubt Best Buy would have much effect on that unless the person that sold it to you made an error. If it was me, I'd go to a Verizon store if it's not too far away instead of some faceless wonk on the phone. If you do go with a phone call, make sure you ask to speak to a supervisor. They're such  mega company that one person isn't such a big deal, but maybe get the local TV station involved if they have a consumer help section.

I bought it online, which was a mistake on my part.  My Best Buy receipt is the proof I’ll have when I go to the Verizon store down the street.

#4 blueschica

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Posted 15 February 2020 - 05:45 PM

View PostPrincipled Man, on 15 February 2020 - 04:22 PM, said:

Does anyone have any experience in dealing with Verizon?

I'm getting nothing but a runaround from Verizon regarding my iPhone 8 Plus, which I just bought from Best Buy for $15.00 a month for 24 months ($360.00 total).  I'm a new account, and my Best Buy receipt clearly shows that I am to be billed $15 a month for the phone.  

Verizon's billing is ignoring that price and is charging me full price ($549.99 over 24 months, or about $23 a month).  I have spoken to TWO representatives online, and both have given me poor service.  So far, there is no mention of the price correction in my billing.  No credits at all.....

Would it be a waste of time to walk into the Best Buy or the Verizon store nearby?

We ran into a problem along the same lines when my daughter bought an iPhone and we ended up having to go to the local Verizon store and talk to them face to face.  (Even then they kind of screwed up the correction they promised but we worked it out by phone the next day, we ended up getting someone normal, lol.) I think she bought the phone at Target, though, not Best Buy.  Either way, face to face will probably work out better for you ??  Verizon stores like to keep you as a customer.  

Did you buy it with a credit card? Another phone technique for that is to say "I'm really sorry and I hate to do this but I'm going to have to tell my credit card to do a chargeback for this."  I buy a lot of stuff with my card and I never hauled out that threat until this year at Christmas when I had to do it twice. I guess customer service is getting worse!  I got what I wanted (both legit claims, one place shipped me an empty box :o)        that way, I was sad I had to do it.

Good luck and keep us posted!

#5 J2112YYZ

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Posted 15 February 2020 - 06:13 PM

If you have the receipt then definitely go to the store and show them. Being face to face with someone and having proof of what you agreed to pay should clear things up.

#6 JohnnyBlaze

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Posted 15 February 2020 - 07:56 PM

Go to the store. Get what you deserve.
In general, it’s harder for employees to ignore or to be pricks when they’re face to face with a customer.

#7 HemiBeers

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Posted 16 February 2020 - 12:36 PM

Posted Image

View PostJohnnyBlaze, on 15 February 2020 - 07:56 PM, said:

Go to the store. Get what you deserve.
In general, it’s harder for employees to ignore or to be pricks when they’re face to face with a customer.
...and they're more motivated to take care of your problem quickly so they can get back to someone they can earn a commission on. The stores don't want disgruntled customers in their stores for long...it scares away others that are waiting. Don't make a scene, but make it obvious that you're not happy.

Edited by HemiBeers, 16 February 2020 - 12:39 PM.


#8 edhunter

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Posted 16 February 2020 - 01:07 PM

They pissed me off for the last time just before Christmas.  Over 5 freaking dollars per month. We dumped them and went with T-Mobile. We got 5 new devices and our bill went down $25 per month. And the customer service is so good that I get the same rep every time I call.

#9 HemiBeers

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Posted 16 February 2020 - 01:34 PM

We use Straighttalk, which uses either Verizon or Att towers anyway depending on what phone you get. I think I had to call customer service once when I was setting up my phone, then no problems from there. Cheaper and no bullshit.

#10 launchpad67a

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Posted 18 February 2020 - 12:54 PM

If Best Buy offered this as a "package deal", with phone and service, then you need to handle this with Best Buy. They are the ones selling the package and are the only ones that can help.
If Best Buy won't help you while you're standing in the store, then return the phone, cancel the contract (because it was Not upheld legally).

If you were guaranteed certain things, under contract, and they are not being met, then you hold the power to cancel the contract.




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