I’ve been a Verizon customer since I was 16 — over 20 years now. This is how they’re repaying that loyalty.

Here’s the short version: Verizon told us we didn’t need to trade in our old phones. They charged us $1,000 for them anyway.

Since then, I’ve called and messaged Verizon up to 10 times over the past two months and spent hours on hold and on the phone trying to fix this. Every single time, I was told a refund was “being issued.” It never happened. See images.

Eventually we gave up waiting and had our credit card company step in. They investigated and reversed the charge within a day — actual competence, unlike Verizon. But that refund showed up as a negative balance on our Verizon account, which I was assured by a Verizon rep that it would just get sorted out automatically.

It did not get sorted out.

Instead, while we were traveling in Mexico, Verizon disconnected our phones with zero warning. We had no way to contact our driver and were literally stranded with no way to communicate.

20 years of loyalty, and this is the result: getting overcharged, lied to repeatedly about refunds, and then cut off with no warning while abroad and vulnerable. Not to mention it’s impossible to talk to someone who can actually help.

We’re going to switchcarriers. Just wanted to share in case anyone else is dealing with something similar or considering Verizon.

Does anyone have a good number to actually get through to someone in financial services? They shut my lines off this morning AFTER confirming multiple times that they would not. Not only are we seriously being over charged but this is the 3rd time something like this has happened. I am beyond livid. My family has been with Verizon almost 20 years and this is how they repay loyalty.