Verizon

This is my 2nd complaint regarding the same matter. (Note: this is a condensed version of what I wrote November 3, 2023). On Friday November 3, 2023 1:00pm I went to the "Total By Verizon" store at 1379 N. Citrus Avenue, Covina, CA 91722. I went with a friend so we could each pay our phone bills. The store manager, Michelle Mardi, waited on us. She started to overcharge my friend $20.00. He has a $30.00/month plan and paid $30.00 last month. (Note: In August 2023, when he signed up, they gave him the $50.00 plan in error). He did not catch it until September and that store manager, Randy, charged him $30.00 for September. My friend was never given a $20,00 credit for the overcharge in August. The manager, Michelle Mardi, told my friend that he owed $50.00. My friend and I said he only owed $30.00 and he was not going to pay for something he did not owe. That is when Michelle Mardi told both of us that we could not leave the store until my friend paid the full $50.00. My friend had already given Michelle $30.00 in cash. Michelle then said she was going to call the police and have us both arrested for stealing. She said she had already processed the $50.00 payment. Then she gestured with her hands, pointing to herself, and said "You are stealing my money!". She repeated she was calling the police and having us arrested. I said I was going to call 911 and she told me to go ahead and call 911. My friend said he just wanted to get out of there (the store) Michelle showed both my friend and I the computer screen that had 2 documents showing $50.00 and $30.00. She said she could print one of the 2 documents and she left the room to retrieve

it. When she returned she said her printer was broken. That is when I asked to speak to the "manager" and Michelle told my friend and I she was the new manager. My friend was going to pay the additional $20.00 with his debit card. But by then I was so scared and did not trust Michelle with his debit card that I gave my friend $20.00 cash to pay the bill. Then Michelle said (after receiving the additional $20.00) that she would apply that $20.00 towards December's bill. And then she told my friend he did not owe anything until January 2024. (It sounded like Michelle gave my friend $10.00 credit towards December. In the middle of all this nightmare Michelle bad mouthed the previous store manager Randy. This was a horrible, horrendous experience for my friend, a disabled senior and myself also a senior. NOTE: I also paid my phone bill this day. I was going to use my debit card but paid cash because I did not trust Michelle with my debit card. Both my friend and I called the customer service phone number and each filed separate complaints. My phone [protected] and my friend's [protected]. I made my 1st 11/3/2023 under the "display label"Disrespectful Store Manager" at 7:49pm.