Once again, my bill is wrong by $200 and no one will do anything about it

Question

I have been a Verizon Wireless customer for over 10 years. On Jan 8th I called to pay my bill. I noticed that my bill was significantly high than in the past. I called Customer Care and spoke to John. I explained that my bill was WAY higher than what it normally was. I told him my bill averaged around $80.00/ month for the last few YEARS, and that I didn't change any of my services so there was NO REASON that it should be $320.00. He checked out my bill, admitted (on a recording) that it was a clerical mistake made on November 31st (it would be applied to the bill I was calling about) and that I would be credited the difference He told me to wait a few days for the credit to be applied and then to call in and make a payment. I called Financial services to make arrangements to wait and pay my bill until the credit was applied to keep my account in good standing. After about a week I called to make a payment again, however the credit had not been applied so I called Customer Care. After a 45 minutes wait, they could not figure out what the problem was so they transferred me to Financial Services. It was then after an hour on the phone I was told that the credit of $200 that the Verizon representative told me I would receive due to THEIR ERROR was denied. Unfortunately, the Financial Services couldn't figure out why it was denied so they transferred me back to Customer Care where I spoke to a lady in which I IMMEDIATELY asked to speak to the supervisor. She told me what she could try and help me, I asked AGAIN to speak to the supervisor and she told me that she needed to try and help before she could transfer me. After hearing multiple excuses: I went over my minutes even though I used 128/450 minutes of my 450 limit, it was a clerical error, it was a Financial services error, she didn't know so I asked to speak to her supervisor. She transfer me (1 hour and 30 min. on the phone now) to another woman who told me my plan no longer exist (first time hearing this) and it was my fault for not checking me bill and my email (I have 120 days to dispute it). I then asked to speak to her supervisor, she told me he would say the same thing and that it was my fault for not checking my email to catch their error. So I asked her if she was saying that "because I didn't check my email, the company I trust stole $200 from me." I finally reached  her "supervisor", Pao. I asked for his last name and badge and identification number and he told me it would be in the "notes" on the account but couldn't give it to me. At this point I have been on the phone for 2 hours and my friend and I started recording the conversation because of the inconsistencies. Pao asked me in the most condescending way, "Do you even read your emails?" and let me know what I needed to take my phone back to Sam's Club. I asked why, he said it was purchased at a third part affiliate that they needed to take care of the problem and that they do not honor third part affiliates mistakes (now putting the blame on Sams Club. I asked them if they were trained by Verizon Wireless since they represent the, He said no they have a completely different system of training therefore I needed to take it back there and have the manager call Verizon to honor the credit. After all this I asked to speak to a supervisor he said he was the supervisor and that there was no one else I could talk to. I then asked to file a complaint and he told me he could not dot hat and that I needed to get online.

Answer 1

ag2345 wrote:
I have been a Verizon Wireless customer for over 10 years. On Jan 8th I called to pay my bill. I noticed that my bill was significantly high than in the past. I called Customer Care and spoke to John. I explained that my bill was WAY higher than what it normally was. I told him my bill averaged around $80.00/ month for the last few YEARS, and that I didn't change any of my services so there was NO REASON that it should be $320.00. He checked out my bill, admitted (on a recording) that it was a clerical mistake made on November 31st ??.
let me know what I needed to take my phone back to Sam's Club. I asked why, he said it was purchased at a third part affiliate that they needed to take care of the problem and that they do not honor third part affiliates mistakes (now putting the blame on Sams Club.....
At the beginning, you said you had not made any changes to your account....then at the end, you mention  Sam's Club and a purchase made there.  A new phone purchase, especially with the new plan and payment options, can result in a substantial change to your account, and third party affiliates like Sam's Club are limited in  the options they can use when upgrading.
What may have happened is that the old plan you were on (which is no longer available) was changed to a current plan, since third party affiliates don't have the ability to see or activate old plans, only current plans.  The new plans have unlimited minutes, but not unlimited data. You didn't say what type of phone you purchased - was the overage a data overage or a minute overage?
You'll need to pull out the paperwork (or emails, or whatever you got when you made the purchase at Sam's Club) to see exactly what you signed up for  -  plan details - etc.