- 1). Collect all of the information you might need before getting on the phone with Verizon. Have your recent bills handy and make a list of the problems with your recent excessive charges, including exactly how much you were charged and what the circumstances of the charges were.
- 2). Budget at least 30 minutes for your call to the company's customer service department. According to "Good Housekeeping" magazine, some of the call centers used by phone companies to handle complaints automatically notify managers after 10 minutes or so. Budgeting enough time to wait out any interference from low-level employees can help your case.
- 3). Call the customer service department and state your case politely, but firmly. Take notes on what a customer service representative tells you. Also note the representative's name. Say exactly what your problem is and what you expect to be done about it. For instance, if you were charged for something you did not buy, say "I was charged incorrectly for a Verizon service and need your help to secure my refund."
- 4). Request to be transferred to a manager if you're not getting the answer you want. Often, customer service representatives can give the impression that they have the authority to do things they, in fact, cannot. If a representative tells you a charge cannot be waived, speak to a manager who actually has the power to do these things. You might not get the charges waived, but you'll at least be stating your case to someone who can feasibly help you out.
- 5). Write a letter after the call if you can't reach a solution. The letter (or email) you write should go directly to a higher-up customer service representative. Begin your letter with a one-sentence summary of your problem, including exactly how much you were charged and for what. Include information on why you should not be charged an excessive fee. End the letter by saying that if you are not satisfied with the company's response, you will contact government officials.
- 6). Send a letter to the Consumer Affairs office of the state attorney general if the company will not do anything about the excessive charges on your account. Navigate to USA.gov to find a list of state and local consumer agencies. Send the letter to your local Better Business Bureau as well.
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