Complaint Review: Verizon Wireless - Gainesville, Florida
Verizon Wireless Verizon $7 charge to talk to CS for payment vs "pay now” app Gainesville, Florida
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I was with Verizon since 2002. I was a loyal customer until they started charging $7 dollars to pay your phone bill with a representative. As you are in the call text messages appear "To continue with your payment or payment arrangement free of charge using My Verizon, click https://m.vzw.com/m/paafge " I clicked the link set up a payment. Then it asked me to prove I’m not a robot by selecting the fragments of a photo that contained cars. Then it thanked me for using the link. 2 days later I get a notice to pay my bill. This never happens if you have a payment arrangement. I called to ask if they had my arrangement on file. Again I get a message stating I will be charged $7.00.
So once again I make a payment arrangement for Tuesday. Today is Monday and my service is cut. I found out when I tried to sign in to my online job by calling them. I was rerouted to financial services, (automatic $7.00 fee) I asked why I was cut and about my 2 arrangements. I was told they had no record of them. I asked for a supervisor. This woman comes on ignores me trying to explain I was erroneously cut from service. She just kept yammering on about my line reconnection fees that will be on my next bill. I tried many times to get customer satisfaction.
I asked to pay my bill today but that they not access the line disconnect fees seeing the "pay now” app was not registering arrangements. She treated me like I am making it up. This infuriated me to no end. I AM NOT A LIAR. She then said she would transfer me to tech support. I sat on hold for 34 minutes. I believe the pay now app is deliberately dysfunctional. After you go through several calls over an hour of calls they hope next time you’ll decide $7 vs a ton of calls and long hold times will make you throw the towel in and pay $7 to ensure you get the result you expected. One rep today asked if I received a confirmation of a payment arrangement. I asked what method they use to send a confirmation. She said via text. I did not have any texts from Verizon. Then very indignant she said, "see you never set up a payment” I am tech savvy and anything but ignorant, I set up 2 payments to completion. The time of year when many people need some extra time on bills Verizon decided to charge an extra fee. I think there is a policy that only a financial service rep can set up a payment arrangement.
This whole thing is a farce. $7 or suffer. Flawed system. Deceptive practices. Verizon Greed. I left today after 16 years. In the past they tried to retain your business. Now they happily help you walk out. It cost me $67 to keep my number and go with Sprint. I get 4 unlimited data lines, new iPhone XR phones, iCloud storage, and phone protection for $35 less a month than Verizon.
This report was posted on Ripoff Report on 12/10/2018 06:50 PM and is a permanent record located here: https://www.ripoffreport.com/reports/verizon-wireless/gainesville-florida-32606/verizon-wireless-verizon-7-charge-to-talk-to-cs-for-payment-vs-pay-now-app-gaines-1469241. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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