I am a travel nurse. I no longer required internet services at my home. I called Verizon to stop my hi-speed wireless internet services at the end of July 2011. I had a credit in my account for $134.83. I was told it would take 4-6 weeks to receive my refund check. OK. That would make it about September 15th.
September came and went with no money. I called again asking where was my money and when could I expect it? (Mind you, each time you call Verizon you are put through a recorded peson asking for information to get you to the right person, then another person after at least a 2 minute wait, then usually at least 2 more people before they zero in on the correct department. I've now wasted at least 15 minutes.) I was given apologies and a promise that my money would be expedited and would come by October 5th. No money.
In the middle of October I received a bill for $5.99 for Internet Security Suite which I had not had since December of the year before. And I now had a credit for $128.84. Back to the phones and back through the red-tape muck and another frustrating 15-20 minutes to be told, "Oh, very sorry. That will be corrected and we'll send out your refund but it will take about 4-6 weeks." I'm really trying to be patient here but I've got a busy life and I work hard for the money I have and I didn't like the idea of a corporation of that magnitude adding to their interest while hanging on to my money. Anyway, I still have no money and no word in December. So, I steal myself, get some time and call again. This time it took even longer to find the correct department and right person. I was cut off twice and had to start from scratch each time. Now I'm just frustrated and angry and want some answers. Where the H-ll is my money? I live like many in America and I have to budget food, gas, rent, etc. and sometimes things are very lean. I know it's only $134.83 but its my $134.83!
More promises, only one person with enough decency to apologize........and now they have the problem fixed (no explanation of what that problem was) and I should see my check in about 4 -6 weeks.
On January 18th, I'm tired, homesick and low on money and still no check. So what else to do but go through the process again...call, get talked to by an automaton ["I'm sorry, I didn't catch that. Are you calling about a payment or a billing problem? Press or say 1. Are you calling about technical difficulties? press or say 2. etc. etc. all lines are busy now, a representative will be with you in ..under 3 minutes. You can hold the line or go to our website" etc, etc,] 3 more people till I get the correct department and right person.
Me: (after giving them all the same info I had already given to the automaton including my 18 digit account number and possibly the names of my children, their spouses, my grandchildren and my cats names and dates of birth) OK the part about my kids and cats stuff was in jest.
Me: Yes. My account was closed at the end of July. No, I haven't had internet security since December of 2010. I'm really tired and frustrated and would like MY money back. I'd like it with an additional 1.5%/month interest or $7.00/month added on, whichever is greater.
Verizon Representative: I'm very sorry. I'm correcting all this now. We'll have your check out to you right away. It should take about (you know what's coming here now, don't you) 4-6 weeks.
Me: A company, corporation of your size really should be able to send this by electronic check direct to my bank though, right?
Verizon Rep: I'm sorry M'aam. We don't do that. But I will e-mail you confirmation of this correction and I'll try to expedite your check.
Me: What about my late fees? It's been over six months since I closed that account. I believe Verizon charges 1.5% or $7.00/month for overdue payments. I've NEVER been overdue with Verizon myself.
Verizon Rep: Let me get you to someone who may be able to help you with that.
And the line went dead.
So, the next day, I got 6 (yes - really - 6) e-mails confirming my account closure and a corrective action for billing me for 5 months of internet security.
This is further than I've ever gotten before so I'm somewhat excited.
It is March 16th. On February 18th, I received an 'Account Information Statement'.
Statement Date: 2/10/12
Previous Balance -$104.88
No Payment Received $.00
Credit Balance -$104.88
Current Activity -$29.95
Total New Charges -$29.95
Refund Check to follow $134.83
Total Amount $.00
I still have no money. No check. I just got off the phone after the usual song and dance except this time they actually said, "M'aam, the check is in the mail." Then, when I asked about my late fee charges to them (go ahead, guess) Verizon hung up on me.