Accidental international call more than doubled my bill

[Expat924]

I usually call my family in England using WhatsApp or Facebook or FaceTime but accidentally called using my regular phone thinking that I was using WiFi calling and not cellular. I was so confused when I finished the call and got a text from Verizon saying that I had a $164 international calling charge. I immediately called Verizon and the customer service rep told me that it was an accident and that Verizon had been sending these texts accidentally recently and not to worry about it and that I wouldn’t see it on my bill.

A few weeks later I got a preview of my bill and it included the charge. I called Verizon and was on the phone for over an hour and even spoke to a manager who told me there was nothing they could do and that I needed to pay the fee because technically I used the service. I tried explaining that I am a long-time customer of Verizon, that the call was an accident and yet they still claimed there was nothing they could do. I explained that I am a single mom and can’t afford to more than double my phone bill. Eventually, they said they could take $60 off and that I could set up a payment plan for the rest.

The bill just came out on auto-pay and not only have I been charged the full $164 international calling charge, but there is also a $56 “Fed Universal Service Charge.”

Is there any hope here? Anything I can do? I am devastated that one accidental call is causing so much financial stress.

[SynthpopAddict]

I get being on a budget because I can only afford the 15 gig prepaid plan.  At the same time, it was your mistake, so don't think there's much that can be done now.  You could set up a payment plan for future billing, but that would mean turning off the autopay and losing the autopay discount.

[Expat924]

Not only did they give me false information during the first call, but they also could have added the international calling plan for $15 during that billing cycle and the call charge would have been avoided. This is bad and deceitful customer service.

[vzw_customer_support]

The last thing we want is for you to be stressed about your bill. We will be sending you a private message to continue.

~Freddy

[Mae8]

We were charged for an international call on a cruise that cost $1300.  I have experienced the same experience and have documented the numerous times I contacted Verizon.  I was told by at least 5 people this would be removed.  However, the call, which was 400+ minutes in the middle of the night, was deemed valid.  Sorry, but a call connected without my knowledge is not valid.  We’ve been customers for over 20 years and never missed or was late on a bill.  This is just poor customer service.