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Another "Verizon Stole My Money" Thread
NW_jenn
Registered User regular
Registered User regular
I posted this here, too.
Any advice on what other steps to take to recover our money?
We do have a Verizon account, but our bank account was charged for an unauthorized amount that had nothing to do with our Verizon account. It showed up as "Verizon/ Payment One", so it looked the same as our authorized withdrawals. My husband went to our bank and they reversed the charge. Then the same amount was withdrawn (again, without any prompt from us) a few weeks later. We didn't catch that one right away, didn't notice it until a different amount was withdrawn about a month later. The total between the two was about $300. I went to our bank and was told I needed to contact Verizon about it. (The bank SHOULD have had us cancel that account and/or SHOULD have added, "and get back to us within 60 days of the first withdrawal if Verizon doesn't take care of it.)
It is now 10 months later and we still haven't been refunded the money. Verizon has opened several "payment investigations," but would send an email asking for proof of payment without specifying what "proof" then needed. Each time I would receive an email saying the payment investigation was resolved, with no other explanation. I would call, they would say it was closed due to lack of evidence, then I would have them open a new one.
When I asked my bank what they thought Verizon needed, they said they would contact someone to find out. That didn't happen. When I asked my bank to reverse the charges, that I had contacted Verizon like they told me to and wasn't getting anywhere, the bank said 60 days had passed, so they couldn't do that.
Finally, a Verizon rep told me they needed ACH/ EFT transmittal info. This rep was the first to explain that the payments may have gone to someone else's account (as with the thread I linked above) and the report would show which Verizon account was credited. I went to my bank and was told they couldn't give me that information. I contacted a bank manager and she finally got tranaction/transmittal numbers for me. She talked to Verizon directly and even exchanged email messages with a Verizon financial services rep.
A few days ago, Verizon sent another form email to me, asking for ACH/EFT info. I faxed what I had AGAIN, but the fax number they gave me wasn't working. I spent 30 min. trying to get connected to someone to discuss it, then was disconnected (and a rep kept trying to get me to change our Verizon package). Then I called back and spent 50 minutes being transferred from one rep to another (it was beyond ridiculous) until talking to a rep that actually took the time to look at the details and give me the correct fax number. I contacted my bank manager and she sent another message to the Verizon rep (and copied me on it). I have faxed everything I have, including the email from the manager to Verizon.
I will call again tomorrow and be as persistent as possible to get this resolved. It has been beyond infuriating!!!!!
Any advice on what other steps to take to recover our money?
We do have a Verizon account, but our bank account was charged for an unauthorized amount that had nothing to do with our Verizon account. It showed up as "Verizon/ Payment One", so it looked the same as our authorized withdrawals. My husband went to our bank and they reversed the charge. Then the same amount was withdrawn (again, without any prompt from us) a few weeks later. We didn't catch that one right away, didn't notice it until a different amount was withdrawn about a month later. The total between the two was about $300. I went to our bank and was told I needed to contact Verizon about it. (The bank SHOULD have had us cancel that account and/or SHOULD have added, "and get back to us within 60 days of the first withdrawal if Verizon doesn't take care of it.)
It is now 10 months later and we still haven't been refunded the money. Verizon has opened several "payment investigations," but would send an email asking for proof of payment without specifying what "proof" then needed. Each time I would receive an email saying the payment investigation was resolved, with no other explanation. I would call, they would say it was closed due to lack of evidence, then I would have them open a new one.
When I asked my bank what they thought Verizon needed, they said they would contact someone to find out. That didn't happen. When I asked my bank to reverse the charges, that I had contacted Verizon like they told me to and wasn't getting anywhere, the bank said 60 days had passed, so they couldn't do that.
Finally, a Verizon rep told me they needed ACH/ EFT transmittal info. This rep was the first to explain that the payments may have gone to someone else's account (as with the thread I linked above) and the report would show which Verizon account was credited. I went to my bank and was told they couldn't give me that information. I contacted a bank manager and she finally got tranaction/transmittal numbers for me. She talked to Verizon directly and even exchanged email messages with a Verizon financial services rep.
A few days ago, Verizon sent another form email to me, asking for ACH/EFT info. I faxed what I had AGAIN, but the fax number they gave me wasn't working. I spent 30 min. trying to get connected to someone to discuss it, then was disconnected (and a rep kept trying to get me to change our Verizon package). Then I called back and spent 50 minutes being transferred from one rep to another (it was beyond ridiculous) until talking to a rep that actually took the time to look at the details and give me the correct fax number. I contacted my bank manager and she sent another message to the Verizon rep (and copied me on it). I have faxed everything I have, including the email from the manager to Verizon.
I will call again tomorrow and be as persistent as possible to get this resolved. It has been beyond infuriating!!!!!
NW_jenn on
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Posts
When dealing with improper charges get it reversed asap as your agreements with your bank, CU, or cardholder generally are very favorable to the payer. You have a 30-60 day window and if it takes time to work out stuff with the vendor then you are in a much better place if you have funds pulled back from the vendor or otherwise putting the transaction into limbo (getting your bank or cardholder involved).
Other matter is dealing with CSR. Be polite, patient and persistent. If you can get this person on your side you will be better off. There is no built in incentive for them to help you; after you hang up they get to talk to someone else pissed at them through no fault of theirs. I've never had to press it past being nice and persistent (I don't do the social media shaming thing, but that will shake trees), but my next step would be to install a call recorder and give notification that the call is being recorded.
I haven't had to do that myself (you'd be surprised how far being nice, empathetic and persistent can get you) but I've observed it changing the tone of dialogue significantly. You'll get hung up on more often.
I did go to my bank right away and their instructions to work with Verizon started this merry-go-round that I'm trying to exit. Yep, being polite, patient, and persistent is the way to go.
Again, if anyone has dealt with this type of situation, especially with Verizon, and has any tips to share for getting your money back, I appreciate it!
Get a new bank. I'm not kidding on this. There is literally zero reason that a bank should not open an investigation on a disputed charge when a customer requests it.
And in some cases it's a violation of federal regulations to not do so immediately (I'm guessing you're in the US)
At this point though with how much time has passed? Unfortunately you are probably very much at the mercy of Verizon. Your best bet is to be polite but persistent with them, both on the phone/chat rooms with reps and in using social media, and hope eventually someone credits you back to just make the politely persistent headache go away.