Long customer service battle over a bill for stolen phone - KMOV.com

Long customer service battle over a bill for stolen phone

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By KMOV Web Producer By KMOV Web Producer

All of us have dealt with poor customer service, and many of us face that problem when dealing with cell phone companies. However, this story takes the cake.

A St. Louis woman had her cell phone stolen, the thief racked up hundreds of dollars in charges, but it was the process of dealing with Verizon customer service that turned into the real nightmare.

Back in December, Marcia Charlton was working at the Macy’s in West County Mall when someone stole her cell phone. She thought at first it was just lost, so she did not turn off service right away. That was all the time the cell phone thief needed to rack up close to $600 in charges.

That’s when Marcia’s long battle with Verizon began. She tracked her conversations with customer service agents over months, conversations where she was promised a refund.
“I started talking with Verizon in January and everyone agreed that I should be getting credit for the charges,” said Charlton.
 But that never happened, not even when she had the police report as proof the phone was stolen. 

Marcia ended up speaking with 20 different people in customer service and got nowhere. That’s when she contacted News 4 investigator Chris Nagus. He had to call Public Relations Representative in Baltimore, another in West Virginia and then another in Kansas City. The Representative in Kansas City finally got Marcia in touch with the right person. She not only got her money back, but an extra $50 credit for her trouble.
The Verizon Representative who spoke with News 4 said they could not comment about an individual’s account for privacy reasons.
The suspect in the theft of Marcia’s cell phone remains on the loose, but Des Peres police do have a lead.

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