Saturday, July 12, 2014

My conversation with Jeremy at Verizon late at night.

Call center employee on Live chat

Call center employee on Live chat
Live Chat Window
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Chat Subject:Twitter
Your Question:Took so long the chat timed out.
A Verizon Representative will be with you shortly. Thank you.
Agent Jeramy has joined. (00:42:07)
Jeramy : Chat ID for this session is 07121467080. (00:42:07)
Jeramy(00:42:23): Hello, Sorry about the delay and time out.
Serpardum(00:42:35): np
Jeramy(00:44:10): I have the account pulled you. You said you were charged twice?
Serpardum(00:44:24): yes. On 4/1 and 4/2
Serpardum(00:44:40): maybe 2nd and 3rd. I made a manual payment. Then the system took one out.
Serpardum(00:45:01): it was in the month of April
Serpardum(00:45:58): heh, I can't get into my account right now, you have it locked out. That's fine.
Serpardum(00:47:13): According to my screen shot: 4/1 and 4/2nd were payments made.
Jeramy(00:47:18): Sorry about that. I'm checking the bill now.
Serpardum(00:48:57): anti-timeout
Jeramy(00:49:37): I see the bill for 4/16 looking to see if i can see the payment for it
Jeramy(00:51:08): i see on the two charges. but i also see return check adjustment on 4/24
Serpardum(00:51:14): The full story is in 3 different screens. Payment/Adjustment History shows both payments and a 56.89 debit. The bill from 4/16 I believe shows the (face) reversal on 4/13
Serpardum(00:51:21): *fake
Serpardum(00:51:32): You deducted the amount twice.
Serpardum(00:51:39): But I only got the money back once.
Serpardum(00:52:19): The only time I got the money back was when I reversed the charge on my credit card. I never received a check.
Jeramy(00:52:24): so the double payment happened twice?
Serpardum(00:52:35): The double payment happened once.
Serpardum(00:52:42): I paid on 4/1 and 4/2
Serpardum(00:52:46): (you got paid)
Serpardum(00:53:08): on 4/3 you claim to have sent me a check, I never got it (guy in financial said it went to the credit card)
Serpardum(00:53:28): On the 18th my credit card company put the money back on my credit card.
Serpardum(00:53:34): So, I got the money back once.
Serpardum(00:53:45): You claim I got the second payment back twice.
Serpardum(00:54:10): You claim you sent me a check (4/3) and then you see the reversal from teh credit card company on 4/... 16? 18 I think
Serpardum(00:54:32): It's your computer system, you guys should be able to figure it out.
Serpardum(00:55:40): You've seen my credit card statement on my blog right? it shows the money coming back once.
Jeramy(00:58:39): Understood. I'm compliling the notes now. In the moring we can escalate this with our Financial service department.
Serpardum(00:58:39): It's fairly simple. The reversal on 4/3 your bill shows never happened.
Serpardum(00:58:53): It's not on my credit card, it's not a check I've received.
Jeramy(00:59:08): You said you've discuss this with the billing correct?
Serpardum(00:59:18): I've discussed this with everyone.
Serpardum(00:59:27): Until I'm blue in the face.
Serpardum(01:00:11): I was supposed to receive a callback from financial today but I was outside waiting for UPS all day (9 hours) so I missed the call back.
Serpardum(01:00:37): But I honestly am sick and tired of calling and being put on hold and calling. I give up. Either this gets fixed, or I close my account and screw the balance.
Jeramy(01:02:08): Understood. We'll get this escalated for you. What is the best number to contact you at, in case we need to connect you over to verify any bank info?
Serpardum(01:02:21): My cell phone. <redacted>
Jeramy(01:03:02): Thank you. Adding to the notes now.
Serpardum(01:03:07): Thank you.
Jeramy(01:03:48): Will you be available in the morning? We'll be reaching out to Financial Services as soon as we can.
Serpardum(01:03:56): Yes, I will
Serpardum(01:04:10): I might be sleeping so call a few times pelase.
Serpardum(01:04:21): My wife will be here so she can wake me up
Jeramy(01:04:32): understood.
Serpardum(01:06:31): I have a suggestion for you. Have a computer programmer look at it for you. they'll be able to figure it out. This is probably a computer issue with the "refund" on 4/3 being processed wrong
Serpardum(01:07:05): And most likely the credit card was canceled when they tried to refund the money.
Jeramy(01:07:25): It might have been trying to charge and return. The card is canceled now?
Serpardum(01:07:27): But the co
Serpardum(01:07:59): That credit card number has been canceled since 4/3, yes. But I'm still using the same credit card account which shows all activities on all my cards (new and old)
Jeramy(01:09:20): Alright.
Serpardum(01:09:28): As soon as the person at Verizon told me I wouldn't get the money back for 2 weeks I canceled the card and filed an unauthorized transaction with my credit card company.
Jeramy(01:09:43): Oh i see.
Serpardum(01:09:54): to file that unauthorized transaction I had to cancel the credit card number.
Serpardum(01:10:31): I got the money back on my new credit card on 4/18 from my credit card company after they reversed the transaction (or do whatever it is they do)
Serpardum(01:11:32): I see I made a payment to netflix on 4/4, so the card was still active then. It was cancled on the 4th or later then.
Jeramy(01:11:53): So there was 3 payments? one was to pay bill, 2 were taken. And out of the two taken only one was returned?
Serpardum(01:12:27): 2 payments were made in the month of april. I made a manual payment by credit card on 4/1
Serpardum(01:12:33): On 4/2 your system took out another payment.
Serpardum(01:12:42): The second payment was in error.
Serpardum(01:13:00): The second payment was the one I filed an unauthorized transaction on
Serpardum(01:13:21): The credit card company gave me back on money on my new credit card on 4/18
Serpardum(01:13:39): The only times in the month of april money changed hands was 4/1, 4/2 and 4/18
Serpardum(01:14:00): And each time it was for the same amount, 58.whatever. ON 4/18 I got the money BACK.
Serpardum(01:14:23): For some unknown reason, your system seems to think I got the money back twice, when I didn't.
Serpardum(01:15:16): Look at my credit card statement and try to reconcile it with your records.
Serpardum(01:16:05): Not sure if that link will work for you
Serpardum(01:17:22): This might be a better link for you:
Jeramy(01:18:20): Oh ok. it did. So when you got the money back in you card, it got taken back from Verizon due to error of thinking we refunded twice. So you don't have the money at the moment.
Serpardum(01:18:20): 2 payments to Verizon on 4/3. 1 "Credit pvc" on 4/18.
Serpardum(01:18:42): I bought food with it. What are you asking?
Jeramy(01:20:37): No i mean, the amount was taken out after you were given it back.
Serpardum(01:20:59): No.
Serpardum(01:21:06): I was given it back on my credit card on 4/18
Serpardum(01:21:18): That was the only time I got my erroneous payment back
Serpardum(01:21:24): It is on that statement
Serpardum(01:21:50): The *only* time I received the erroneous payment back was on 4/18. No other time.
Serpardum(01:22:05): I paid 56.89 twice and got back 56.89 once.
Serpardum(01:22:13): So you people got your 56.89 for the month of april.
Serpardum(01:22:24): But you are saying I still owe it.
Serpardum(01:23:00): There is no other information other than the statement. I never received a check or cash. Only the 1 refund on my credit card on 4/18 which you can see.
Jeramy(01:23:10): So you payed twice. got refunded the second payment, but we have it logged that you didn't pay, that the payment was refunded?
Serpardum(01:23:34): I really have no clue what your system thinks happen.
Serpardum(01:23:49): From talking to people it seems VErizon thought they paid me back when they didnt
Serpardum(01:24:03): You have on your records that I was refunded (4/3). That never happend.
Jeramy(01:24:08): Understandable, but you're being told to pay for that month still?
Serpardum(01:24:11): I had to take the money back via my creditcard.
Serpardum(01:24:18): Yes. With late charges.
Serpardum(01:24:34): I have paid *every* month on time
Serpardum(01:24:44): My bill this month is for $116
Serpardum(01:25:00): "New charges" is 59 (or so) with 2.50 of it being late fees.
Serpardum(01:25:23): The only money I actually owe is the new charges *without any late fees.
Serpardum(01:25:30): Do you have my payment history up?
Serpardum(01:25:42): Look at it. 7 payments in 6 months.
Serpardum(01:25:50): One was returned because it was in error.
Jeramy(01:26:05): I see all april. correct
Serpardum(01:26:09): And Verizon is claiming I still owe for april.
Serpardum(01:26:16): Look at my entire payment history
Serpardum(01:26:27): You will see I have not missed a single payment
Jeramy(01:26:37): I was just making sure i got the details correct.
Jeramy(01:27:24): We'll be sure to let financial services know to review the payments and see that we only refunded you once, that the onther charged payed the bill
Serpardum(01:27:39): Thank you.
Jeramy(01:28:39): Not a problem.
Serpardum(01:28:43): Are we done/
<missed the end where we thanked each other>

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