Cell phone change turns into massive charge for Valley woman

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PHOENIX -- A Valley woman says there's a $1,000 mistake on her cell phone bill that she can't correct so she contacted 3 On Your Side for help.

It all has to do with unlimited texting.

Of course, unlimited means you can text as much as you want for one small amount, but a Phoenix woman says she was charged more than $1,000 for texting.

Like a lot of folks, Tracy Jenkins and her family use their cell phones a lot.

Jenkins has a family plan through Verizon Wireless and as part of that plan, she has several cell phones that have unlimited texting.

But Jenkins wanted to suspend one of their lines for just a month and as part of the suspension, she wanted to make sure the cell phone couldn't text.

"So, I decided I would cancel that as well because we wouldn't be using that on the suspended line," she said.

But then Jenkins got her Verizon Wireless bill.

Not only was it nearly $1,400, but she had more than a thousand dollars worth of text messaging. So much for unlimited texting.

"It's way more than my mortgage," Jenkins said.

Jenkins called Verizon Wireless to tell them that when they suspended her line they also accidentally charged her for each individual text -- a thousand dollar mistake.

"The first time they agreed to give me a credit, but then I found out later that the credit was denied," she said.

Seeing the credit was denied once, Jenkins says she called Verizon wireless again and pleaded to talk to a supervisor who eventually told Jenkins her account would be credited.

After checking her account online five days later, the credit still wasn't there. So she contacted 3 On Your Side.

"I want to get the ball rolling on this because I've already been offered a credit and it was denied and then I'm going to get to the due date and Verizon Wireless is going to be expecting $1,300 from me," she said.

3 On Your Side contacted Verizon Wireless and Jenkins says her account was immediately credited for more than a thousand dollars.

Jenkins says knowing Verizon Wireless finally adjusted her account after initially denying her request sure does make her feel better.

"You never know what a corporation is really going to do," she said. "It's nice to know you have 3 On Your Side to back you up."

Verizon Wireless tells 3 On Your Side that the resolution would have happened without my involvement, but Jenkins says she's not so sure it would have, but she's certainly glad it's over.