14 September 2010
Mr. Ivan Seidenberg
Verizon
140 West St,
New York, NY 10007
Re: Acct # xxxxxxxxxx or xxxxxxxxxxxxxxx or xxx xxx xxxxxxxxxx xx
Dear Mr. Seidenberg,
This letter serves to formally dispute your company’s alleged past due balance of $26.09 for account # xxxxxxxxxx for home internet (DSL) service. This account was closed March 26, 2010. On March 31 an email was received that my credit card would be charged $26.99, even though the account was closed. The charge was applied to my credit card on April 6. On June 1 an email was received stating that -$26.09 would be applied to my credit card which was never applied. On June 29 the same email was received stating that -$26.09 would be applied to my credit card. Again this credit was not applied. There was NO correspondence (no letter, no email, no phone call) from Verizon until September 2, 2010 when a refund check, check # xxxxxxxxxx, for telephone number xxxxxxxxxx (number associated with the DSL account), in the amount of $26.09 was issued for credit balance refund. To my dismay I also received a collection letter from I. C. System dated September 2, 2010 seeking payment on a debt of $26.09 for account number xxxxxxxxxxxxxxx, which I assumed was related to the refund check for account xxxxxxxxxx. See my logic? The first 9 numbers are the same.
Knowing this was a mistake I called Verizon immediately and spoke to Ms. Washington who transferred me to Gary who then transferred me to Sandra who advised that I contact I. C. System right away and inform I. C. System that I would be faxing a copy of the refund check which would trigger the file to be opened and subsequently closed in my favour. After speaking with Sandra I telephoned the number on the letter from I. C. System, 1-866-323-8596, pressed ‘1’ for English, and then pressed ‘1’ as I’m the customer with whom a statement was received. I listened to the recording of a pleasant voice informing me that I. C. System is a debt collector contacting me for the collection of an outstanding account balance, the post office to mail a payment or dispute, etc. The next option was option ‘1’ to listen to the message again. I did not need or intend to listen to the message again as I wanted to dispute the charge and explain the situation to a living, breathing person. The call was abruptly disconnected. I called again, ‘1’ for English, ‘1’ for customer and then ‘0’ hoping this would connect me to a an operator. After pressing ‘0’ I heard elevator music before the call was again abruptly disconnected after a few seconds. Perhaps I should press ‘1’ for English and then ‘0’ for an operator. Nope. Not the case. Apparently the number listed on the letter is simply a loop of the recorded message.
After locating the website for I. C. System, I called the number, 888-735-0516, listed on the contact section for customers who have I. C. System listed on their credit report, as I. C. System is indeed listed on my credit report as an alert. I spoke with a representative who informed me I did not have the correct number and gave me another number to call, 1-800-279-1783. I spoke with Sydney who was quite agreeable but informed me I would have to mail my dispute in writing and it is Verizon’s responsibility to remove the debt from I. C. System. Otherwise this balance of $26.09 will remain listed as unpaid and will remain on my credit report.
My next step was to call Verizon again after I received the knowledge that the responsibility to remove this supposed ‘debt’ from I. C. System rests with Verizon. First up is Emma. She researched the account and notated the account that the refund amount should not have been given to I. C. System as a past due debt. Then I am incorrectly transferred, after several minutes, to Chuck in Sales who then transfers me to Gagan. Gagan cannot find anything for telephone number xxxxxxxxxx and thus searches by my name. He finds my account and states that nothing is owed or due and no refund check has been issued. He then tries to transfer me to financial services for home telephones. Why send me to that department you ask? The same thought streaked across my mind. This is regarding a cancelled home DSL account. After inquiring him for the reason to transfer me to the ‘telephone department’ his response is that this account must have been a phone account. I assured him this is a DSL account and would like to know the account # listed as it doesn’t match the number on the refund check or the account number on the letter from I. C. System. The account number is xxx xxx xxxxxxxxxx xx. Ivan, I have 3 account numbers, all containing xxxxxxxxxx, for one home DSL account. Marvellous. Sensing Gagan’s eagerness to transfer me on to the next stop on my journey through Verizon’s customer service as he cannot help me further, provide any other relevant information or resolve the issue, he transfers me to the next customer service representative.
This next rep takes the cake. I explained the situation, for a seventh time, which did not include the two times I explained the issue to the two separate I. C. System’s representatives. She stated that I in fact did owe $26.09. After several interruptions from this representative I asked to not be interrupted and would appreciate the opportunity to finish. She continued to interrupt and then, in a stroke of genius, suggested that I cash the Verizon issued refund check and pay the balance to I. C. System. Was it the indignation that I should have thought of that first or the sheer white rage that caused my blood pressure to rapidly rise? I’ll never know. She then stated she could not assist me further as she could not access anything else. I requested to speak to someone who could assist and asked for her name. She refused to state her first name and then transferred me to Nadine. Nadine could not access my account as I had been transferred to the wrong department and informed me I needed to be transferred to financial services. Nadine said she would speak to the next rep and give an overview of the situation. I requested to remain on the line so I could hear the conversation. This did not happen. After several minutes I am then transferred to Regina who knows nothing of the situation. Regina also did not have the ability to access my account as Nadine had transferred me to the wrong department which did not handle DSL only accounts. Regina then transferred to Emma who was the 4th person in my call succession. I recapped the problem in less detail as I’d already spoken to her several hours earlier and she had agreed with my assessment that the problem lies with Verizon. The call quality was horrid and I could only hear every 5th word from Emma. I thanked her for her time and disconnected the call.
Congratulations are most certainly in order. Bravo, Verizon. Bravo. To the victor the spoils. You have won the battle of attrition over a $26.09 refund/past due balance discrepancy. Just as the gladiators and Roman soldiers were adept and winning skirmishes by having a fresh supply of ravenous warriors behind the battle weary ones on the front line, I see you’ve taken their tactics to heart and perhaps even perfected them. As soon as a customer service representative grew tired of listening to my simple petition they fervently queued me in line for a new representative who was fresh and ready for combat. I am humbly raising my white flag in utter defeat. I imagined I could call Verizon and civilly resolve this matter in a few minutes. Ivan, I know exactly the thought running through your mind at this moment…’how juvenile.’ I am now embarrassed to confess that I gave such a naïve thought any place of prominence in my line of reasoning. To have victory in this conflict would’ve required more dedication and sheer determination for which I was supremely ill prepared. If I was a better woman I would continue my fight until the correct and honourable resolution occurred. Alas, I have a full time job, nightly coursework and a dog named Yoda which greatly limit my ability to properly focus my attention on the issue at hand. Your company has amputated me of any will left to fight for the $26.09 refund check or against the $26.09 past due collection attempt.
You see Ivan; I am in quite the predicament. If I refuse to pay this illegitimate past due bill my credit will be negatively affected and I have diligently paid all bills in a timely manner for the past 15 years to ensure my credit is at a respectable position. If I do pay the bill I will be falsely admitting that I was in fact delinquent which will also negatively affect my credit. After several hours, nine (one with whom I spoke to twice) Verizon customer service representatives in various departments, two I. C. System representatives and no resolution I have decided to do as instructed by your delightfully insolent representative who refused to state her name when asked. I will cash the Verizon issued refund check for $26.09 and pay I. C. System $26.09. I strongly encourage you to have everyone with whom I had the pleasure of speaking with yesterday pat themselves on the back. My only requests are quite simple. I do not wish to be given a free Motorola Droid II for my inconvenience, a year of free cellular service or even 50 free text messages (not that any of these were ever offered). I would simply like an explanation as to why I received an email stating I would be charged for service five days after receiving an email confirmation that service had been cancelled and why I was issued a refund check the same day my account was sent to collections for the same amount. I also kindly ask that you don’t allow your company’s reckless abandon with account maintenance to affect my credit as I might wish to purchase a vehicle in the next seven years and would appreciate a decent interest rate.
I would be remiss if I failed to show my appreciation and gratitude for your company’s exceptional transferring skills in addition to their all around general refusal to resolve a simple problem. I will be cancelling all three lines on my wireless account. I have been a loyal customer since May 2005 when I took over the account after the death of my father. Please examine my account and search for a late payment. My monthly total normally ranged from $100 - $135. I am fully aware that forfeiting $1,200.00 to $1,620.00 a year from a disgruntled customer will have a less than miniscule impact but I must give credit were credit is due (pardon the pun). I’m sure I’ll be charged an early termination fee as I just recently upgraded my mother’s phone. What gratification would one gain if not allowed to financially kick a customer when they’re down and add insult to injury? In the future, if you or any family members find themselves the unwitting pawn in a similar pickle, it is my sincere hope that they be spared the head-splitting treatment I received and instead are graciously granted a speedy resolution.
In closing I’d like to thank you for five relatively pain-free years of service. My wireless bills were generally easily understood and I agreed with all charges as evidenced by my timely payments. Verizon will forever hold a special place in my heart. That being stated, if Verizon should in the future purchase all manner of telecommunication I will indeed take to pen, paper and postage. I’d rather have a blind, elderly butcher remove the cornea from both eyes with a rusty nail file than sign a vile contract with Verizon and risk being subjected to the devilish joyride through Sheol. Please feel free to contact me with any questions or concerns. I may be reached at xxx-xxx-xxxx; alternatively I would welcome your correspondence at verizonsavemycredit@gmail.com. A self addressed stamped envelope is also enclosed should you prefer to communicate by post.
Warmest regards and best wishes,
Amanda P
