In-Store Issue - Signatures

Question

To Whom It May Concern:
I've tried searching the website for awhile, but have been unable to locate an email address for customer service contact.
Today, 11/9/14, I accompanied a friend to the Verizon store on the Avenue in White Marsh, MD to upgrade his phone. Dave, the sales representative working with us, was very helpful in understanding the changes with the new tiered plans (we were originally on the unlimited data plan, which we were told we were no longer allowed to keep, so much for loyalty), explaining the phone features, and the Verizon edge. Upon check-out time, Dave's tablet was having issues processing the changes. After a few tries, we were moved to the back of the store at the computers.
Due to the Edge plan, the only payment due today was the purchased phone case. While processing on the computers, a signature box popped up on the credit card payment device for $293.85. This did not make sense for just a case and Dave could not even find that number on his computer screen. He went to get the manager Kenya. She seemed perturbed by the interruption and informed him that the device "always says that" and to "just sign." I said no, we were not signing or authorizing charges that said an amount we weren't paying. She replied asking if we had swiped a credit card, we said no, and then with attitude asked "now how did we think we were going to get charged if we didn't swipe?" I answered that my friend has a card on file to pay his bill and she snapped that the store and the online accounts are not linked. I'm sure that her and Dave cannot see the card number, but considering this is going through MyVerizon, which his card is attached to, that information is connected in some manner. At this point, she declared that she would sign, and leaned over the counter, took the stylus, and signed for him. (Should be between 4:10 pm and 4:30pm if you'd like to verify with the security system footage)
I'm appalled that an employee, especially a  member of management, would sign for him. I do not see how that is an acceptable action in the slightest. She was rude and over stepped boundaries. Sure, she didn't sign his exact name, but she also didn't write anything like "Customer Refused" or "Machine Display Incorrect", she made the standard squiggle signature, one I'm sure most everyone has made at some point, so it looks like it could very well be credible. Inaccurate machines are not an excuse - Kenya indicated that this problem had been ongoing for quite some time. Resolve it; either repair or replace the equipment; do not ask customers for their signatures, which indicate an acceptance of liability for any of the terms attached for charges they did not accrue.
I certainly would not sign for something that was incorrect and I most certainly do not find it a conscionable business practice that Verizon managers believe they can sign for a customer.
Best regards,
Brooke

Answer 1

My concern is not that the receipt/transaction is currently incorrect, it is that an employee felt that they could reach over the counter and sign the pad for us. According to her, we were signing an okay to upgrade phones. According to the screen, the signature was authorizing Verizon to charge $293.85. I understand that the store does not personally have access to the credit card, but they do have access to the account that has the credit card linked. She would not skip the step or clear the transaction because "it would just happen again - the machine always says that". If they are asking for signatures, they need to get the screen fixed, not continue with the defect. Not only are they asking for discrepant signatures, but she was rude and wrong in her methods of "correcting the problem". It was clearly not the first time a customer was not okay with the screen.