Verizon bad debt collection policies Franklin Tennessee

My name is Guillermo Davidson.  My wife Juanita Villalvazo and we are having an issue with Verizon.  We filed a complaints with CFPB and FTC with no success.  So this is what happened. 

I decided to switch phone carriers and requested final close out invoice from Verizon.  Now I have never been late with monthly payment, nor was I on a contract.  I had paid for one phone and was paying on the second phone.  

The final invoice reflected a $506.02 balance which included device charges for 2 phones and 2 months worth of table usage. I asked the store manager why the balance was so high and was told to call Verizon directly. When I called I was given a balance of $492.53.  No matter how I tried I could not get Verizon to understand I should not be charged for 2 phones at closing of account.  I provided them with receipt reflecting the payment made on one phone and was still unsuccessful.  Finally after much frustration I paid the $492.53 that 5 different Verizon representatives quoted. 

Once I paid, I asked for an invoice indicating no further balance was due.  I was switch to another representative that stated I now had an additional $174.35 balance due and payable.  Apparently all of the representatives I spoke to were wrong and there was an additional charge that should have been added to my balance and wasn't.  I questioned balance, was given an invoice reflecting a zero balance due.  Then I got a bill for $174.35.  I have spoken to Verizon representatives and supervisors and was told balance was to be paid and I could not get anyone to remove the charges that I feel are not due.

I filed a complaint with FTC and CFPB.  FTC replied to my complaint and indicated they addressed trades and not debt collection policies to file with CFPB.  I called FTC and explained CFPB had responded to my compliant and stated they could not help because Verizon was not on their vendor watch list.  The FTC representative referred me back to CFPB and advised me to explain the reason for my compliant as it was a valid compliant and under CFPB jurisdiction. 

Once I explained to CFPB representative what FTC advised the CFPB representative requested I submit a new compliant, to reference old compliant and to also explain what FTC had advised.  By now it is 10/2/2017 and I closed out Verizon account in 4/20/2017.  CFPB representative stated I should wait at least 30 days for them to complete their investigation and give Verizon time to respond to my complaint.  On 11/2/2017 I called CFPB to follow up on compliant because I had received no correspondence form CFPB and was told the agency was still working on compliant and I would get a response in the next few days.

I received a response via e-mail from CFPB stating they could not help me with my compliant because Verizon was not on their Vendor watch list.  So nothing had been done.  I called and was given the run around at CFPB.  I am requesting help from them, to talk to a supervisor because I have now received a letter from a collection agency regarding this matter.  Supervisor from CFPB said there was nothing they could do and referred me to their Osbudman person.  I called on 11/3/17, 11/8/17 and e-mailed them on 11/11/17 and to date have received no response. 

I am e-mailing you in the hopes I can get some help with this matter as I believe I have been overcharged by Verizon and have also been charged for something I do not owe.  Not to mention my credit, reputation, and peace of mind have been shattered as those agencies meant to help the consumer have ignored my request for help and in so doing delayed my ability to resolve this matter.  I am of limited English and would appreciate a call be made to my wife to discuss this matter as she is able to elaborate our case better.  Her pone number is, 1-619-621-1244 and, my phone number is 1-619-621-1244. 

Any help you can provide is appreciated.