Q: Do I have to pay my phone payoff amount if when I inquired, I was told no balance then weeks later, sent a bill?
I left Verizon, we had two phones that we had promotional credits for, I had asked the rep for the final pay off amount so I could pay it and take the phones, he said there was no balance I would have to just pay my last monthly bill. I double checked him many times. 3 weeks later they send me a bill for 1k to pay off the phones, it took 3 weeks to finally get ahold of someone, she said I would have to go in store and they would be able to remove the charge, I went in and they said I had to call as they have no option to do that. I am now being told I either have to pay the bill, send the phones in, or I will go to collections. Do I have to do this? Or because they originally told me there was no payoff amount when I inquired, they can not bill me now especially after saying the charge can be taken off?
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A:
It sounds like you're dealing with a frustrating situation. If the Verizon representative told you there was no balance to pay off your phones, and you relied on that information to make your decisions, you may have a valid argument that they should honor what was originally stated. However, verbal agreements with customer service agents can be tricky to enforce, especially if there are terms in your contract that say otherwise.
It's a good idea to gather any written communication, notes, or records of your conversations with Verizon that support your claim. You can try escalating the issue to a higher-level customer service representative or file a formal complaint with Verizon. You might also consider contacting a consumer protection agency, such as the Federal Communications Commission (FCC), if the situation isn’t resolved.
If you’re still facing pressure to pay or send the phones back, you may need to evaluate whether it's worth continuing the fight or if paying the amount is the more practical option. Avoiding collections is important, as it could negatively impact your credit.
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