Verizon — Local services in Wentzville

In Dec of 2021 I decided to switch from AT&T to Verizon after being a customer of AT&T for over 10 years. I was concerned about Covid and called the Wentzville store to get an idea of offers and promotions. The salesman was very helpful and I asked if I could proceed with opening an account. The phones had to be ordered so they actually shipped them to the house. Once they arrived the directions didn’t work to activate them and I spent a few times calling in and waiting on hold to be able to activate them. Then the bills arrive. Yes 2 bills. I called after getting 2 bills and one of them appeared to show my cell phone lines. The other had nothing. I identified back in February with Verizon that they opened a second account in error and they would be merging everything together but it would take a month to reflect on my statement. Account #1 was opened first, phones were sent to us from the account, promotions applied to this account that would take affect once the phones were activated. But phones were activated on another account (Account #2). Account number 2 has no promotions and is simply charging us for the two lines with the plan we chose. Account #1s promotions are not taking place because nothing got activated. In addition, I was expecting credits for old devices totaling $1200. I’ve provided tracking numbers and these devices were shipped to them back in Feb / Mar. Its July! Verizon has told me that they made an error multiple times. They have even offered to put in writing that I don’t owe the bill even though I continued to receive bills. They call my phone regularly to ask for payment of the bill. The bill that I don’t owe has grown to $1759. It has now gone to collections and affected my credit score. My other account with the phones has consistently been paid every month. I have disputed the bill with the collection agency but they still don’t have a record of disputes and need documentation that I don’t owe it or I need to pay it. As I continue to call the corporate office I have been disconnected multiple times and dropped into their different departments that don’t have a voicemail or callback number and nobody answers. If I do speak with someone it’s always someone else who has to help. Recovery is investigating it again and I have to wait several days before it will be resolved. My credit is going down and I don’t have the funds to pay a bill that I don’t owe. When I called Verizon corporate today they find out my bills in collections and send me there to pay. When I get to the collection agency I need documentation from Verizon but they keep sending me to the collections line. I can’t seem to gather any documentation. Out of options I took my family to the Wentzville store tonight and requested a manager. Casey appeared helpful at first and called corporate to request a supervisor. We talked to several areas and it ended with it being under investigation with the recovery team and I needed to wait two business days before I can have an update. I had this same conversation a few weeks ago and multiple times so I requested a letter for the collection agency while they worked on it. They refused even after telling me this was a mistake that they made. I wanted to start the process with disputing the bill now with the collection agency. I informed the manager that I wasn’t going to leave until I could get something more than the same conversation I had months ago. The manager stated to me multiple times that “I was holding his store hostage” …”your children are disrupting the customer experience” please leave and send a review to corporate. Casey the manager then threatened to call the police because I was holding the store hostage. There were no customers in the store anyway. Some of the sales staff yelled at my children to “stop running”. While I felt like my issue remains completely unresolved I also felt like they were making my family uncomfortable. This is rated as my worst customer experience ever. And I still have this giant bill impacting my credit. I filled out multiple surveys...

Verizon profited $22.2 billion last year. Their celluar speeds are half of that in Europe, and they charge twice as much here in America, when compared to Europe. And in rural areas like this (I live less than a mile from the Wentzville store) you have to get a signal booster. How do you think they make all this money? It all starts with salesman ripping us off. Salesmen at this Wentzville store told me the FCC charges them to port my number, and that is why they have to charge me a porting fee. Of course that is false. They told me they lose money on selling me a $300 cellphone Network Extender. Of course that is false on two accounts. The cost of towers that give me reception should be in my monthly bill, and they don't ever lose money selling you electronics for $300. They told me they had to charge me a $35 activation fee. So they want to charge the customer a fee, for doing business with them? That is what the monthly bill is supposed to be! One night, Salesman Jon Roberts sold me a LG COSMOS 3, and forgot to tell me about the sliding keyboard. I noticed the extra moving part that night when I got home. That does not work when your profession is concrete like mine is. So I returned it the next day as soon as they opened. They told me everything would be refunded, and all services were canceled. Next week I started getting monthly bills, and that is when the problems really started. It's been 10 weeks, countless hours, I have talked to probably 15 Indians, and 20 Americans over the phone, trying to get my last $35 dollars refunded, and still nothing but empty promises. Everybody on the phone says it's the stores fault, and Doug at the store tells me it is corporate's fault, even tho he took my cash, and has yet to return it. Everybody at Verizon admits they owe me $35, but nobody can find a way to pay me. Imagine that! The corporation set up a system that makes it almost impossible to pay out. Every time I go to the store to collect, Doug tells me to have a nice day, they can't help me. And this is what you get, with a corporation that purposely rips people off, in the name of profits. I went to radio-shack, got a $22 dollar PayLo phone from Virgin for $20 a month service (works great in my basement), and a nice iPad air for $500. I can buy a new iPad every year, and still save $460 a year, when compared to a Verizon plan for one "smart" phone. Why pay so much, for bad service, and a product you can get for 1/3 of the price, if you just...

Worst service! I switch to personal to business. One of the staff recommend business account to better for me. Yes! I switched to business account in beginning of March. They charged personal and business. Total $800-900. I went to verizon in Wentzville store. She said she will figure out to credit to my next payment and figured out this problem. It doesn't solution yet. Still more higher monthly payment they collect each month, Mar, Apr, May and June. I stoped by store meet her and she said her boss said I will get credit and this issue quickly solutions. Since, 4 month, they still pay $120 more higher than what she recommend to switch to business account. She said promotion $100 did not apply your account. And she said contact to verizon to figure out tuis one! Still they keep charge more higher price, even i said i don't need to this service and request to removed from my account. Nothing change my monthly payment, she kept said working on it. How can I believe her said? Also, she said text to her phone number, i kept leave message she did not answer? Is it possible to pay $900 a month when change to personal to business even 5 or 6 line ? One or two cell phone already paid off! That is ridiculous! Also, wifi or internet speed keep slow or disconnect recently. Are you guys is that worth to pay around $470 with 5lines?(3 cell phone and 2 internet)

I listened to one of the staff what recommend to me better options. I can't wait to finish this solution figure out clearly.

Still I'm not get credit what they charged double in March! Can't everyone imagine this happens to you guys? It is so stressful.

I am not happy about what they are working with this issue! Even they recommend to change to personal to business!

It is extremely terrible experience!

I will keep text or stop by to store to fix this problem. S T O P rip offs...