On 6/12/07 I returned a cell phone & bluetooth headset to an authorized Verizon Wireless store in NY. I had purchased the equipment in Los Angeles, CA, but had to return it while on a business trip in NY to remain within the 30 day return policy period.
As of today, 10/21/07 I have spoken to (documented) 26 representatives & supervisors at Verizon Wireless, including numerous phone calls by myself & Verizon Customer Service to the store in NY.in over 4 months, Verizon hasn't been able to accomplish what usually takes 2-3 days; crediting back a returned product to my credit card.
Their main excuse? Verizon, this behemoth company - their West Coast computers can't access the information on the East Coast computers!
I have conference called between the 800 number customer service & the NY store numerous times. Very friendly people always earnestly assure me they are "handling it, " "taking care of it, " yet no progress is made.
In fact, twice the Verizon Treasury Department closed down the "investigation" as they were told the money had been credited to my account.
We are now on our third formal request, and out of patience.
In fact, the "credit" was to my Verizon account, for money they first incorrectly charged me for "early termination" and then "credited" back to me.
The final straw was when a representative (supposed manager), G - , in a California office, demanded my credit card number, expiration date, and copies of my credit card statements from the time of purchase to the present. (I have her employee number and telephone extension. I wont post that here, but have the information for my formal complaint to the FCC, and possibly a lawsuit.)
I told her the names of the manager & assistant manager, and telephone number of the store in NY & that NY had confirmed my money had not been refunded. The representative from G&'s office who had transferred my call to her, had verified the NY managers names & store information was already notated in my account notes.
G had no interest in contacting them, but again insisted I would have to fax my credit card statements to her to prove that I had not already received the credit.
I foolishly gave her my credit card number and expiration number, though I refused the request for a fax copy of my credit card statements.
During the next call I placed to a manager at the Verizon 800# customer care, although there was a record of my contact with G, the credit card information was not in the notes.
Now in addition to the extreme annoyance of having no luck at getting my $238.40 refunded, I am concerned why this representative requested my credit card number, supposedly for company business, yet did not put it in her official notes. She read the number back to me; where was she reading the number from? Do I now have to worry about potential identity/credit card fraud?
Verizon should have taken care of this after one, five, perhaps ten phone calls. Not more than twenty-six! After the first fax, when I faxed both the purchase receipt and the return receipt. Or the second fax. Or third. Etc.
I have spoken to the corporate office, with a promised return phone call. (Didnt occur.)
Buyer, beware of friendly Verizon, and guard your credit card number!
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