Verizon wireless
Refused to refund $15

In December my wife and I bought a cell phone for my daughter, Shelby, for Christmas. I activated the phone online and it assigned the number 315-759-8310 to the phone. On January 7th I made a payment for $15. It worked fine until January 8th. At that time the phone stopped working. It would continually say that the number 315-759-8310 was not registered as a Verizon number, so I called customer service.

The first person I talked to was able to reactivate the phone, but had to change the number. The only explanation I was given was that the phone had been disconnected. When I asked why, he stated he didn't know. After hanging up I realized the $15 was no longer on the phone, so I called back.

The second person I talked to stated that a man named "Gordy" had called on January 8th and disconnected service to that phone using our security code and because the account security code was verified they could not return my $15. So I asked to speak with a supervisor. The supervisor, someone named Megan, was polite, but again said there was nothing they could do. So I asked to speak with her manager.

What I got was a woman named Thyra, who claimed to be the "operations manager". Thyra was extremely rude and unhelpful. When I explained to her that we didn't know anyone named "Gordy" and I was the only one who know the security code, she implied that I was lying and even suggested I had disconnected the account myself. When I asked her why I would put money on my account one day and then call and disconnect it the next using a false name, she had no explanation, but still refused to apply the $15 back to the phone. The entire conversation with Thyra, I felt as if I was being accused of lying or just being an idiot. When I asked to speak with her manager, she refused.

I'm not one that files complaints very easily, but I really feel like I was ripped off and treated unfair. I would like this matter looked into please.

Company: Verizon wireless
Country: USA
State: New York
City: New York
Address: 140 West Street
Site: verizonwireless.com

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