Verizon customers are once again facing unexpected charges on their bills, leading to frustration and dissatisfaction. Reports indicate that surprise add-ons may stem from aggressive sales tactics or issues with an AI tool meant to assist in customer service. Many customers have recounted experiences where they visited Verizon stores only to find additional charges for services they never requested.
One user shared their story on Reddit, stating that while trying to add a line and purchase a watch, they discovered that their bill skyrocketed due to unauthorized add-ons like a 100GB hotspot, Netflix, and insurance. Initially expecting a bill of $170 to $180, this customer was shocked to see it reach $261. Others have echoed similar experiences, suggesting that either sales representatives are under pressure to meet quotas or that Verizon’s new AI assistant, known as Personal Shopper, is malfunctioning.
Some reps themselves are critical of the AI, feeling it complicates their interactions with customers, which can lead to inadvertent charges. The good news for customers is that many of these additional charges can be reversed if they act quickly and reach out to Verizon’s customer service. However, the negative experience lingers, as customers express frustration over being charged for services they did not agree to.
As consumer discontent grows, many are reconsidering their loyalty to Verizon and even competitors like AT&T and T-Mobile due to these troubling practices. In light of these incidents, it’s advisable for customers to regularly check their bills, call customer service promptly if discrepancies arise, and document any changes to their accounts. As of now, Verizon has been contacted for a comment regarding these concerns but has yet to respond.