Sean and Jamie were fantastic. My Son is a US Marine and We bought him a phone before he left for the Marines and he decided to break The brand new phone after basic training. He Purchased a new phone from a kiosk at the installation/base and was charged two times for the phone adding it to my account. These two took the time to make it right for me and my son. Always go there, they are amazing. Stay away from the lone tree store unless you want a headache

Im standing in store writing this review when I am watching two employees talk and completely ignore me. They are two busy talking to c. re about customer service.. Im about to walk out. I would not recommend this place at all. I am going to another carrer. I can stand here and write this review while employes stand around and not knowledgee me.. i am walking out of your store now and you missed a sale..If I could give.a O rating I would

This place is a freaking joke!! Stay away from this location! I believe Vinny (if that’s his name) completely messed up my whole entire account!! This whole place is just rude and not helpful at all and completely erased my whole prepaid account and lost all of my stuff and wrongfully did things to my account without my knowledge or permission. I will be getting lawyers involved!

Customer service is not relevant here. At all.If this store is close to you, there is another Verizon in the same general area at S. Broadway and Littleton Blvd., where you are greeted and attended to by several happy employees. Manager Mark Morgan sets the tone. There is virtually none of that at the Southglenn store. Grim, no eye contact. Will not transfer data from old to new advice. I was told to Google it by the girl who hates her job at the Southglenn store.No ⭐️ ⭐️

So when I upgraded my phone to a pixel 5 the guy I told me that I could get $400 in credit toward the pixel 5 if I returned my pixel 3A. So I come back today to return the pixel 3A and the story has changed to oh well thats a lower tier phone so its only $100 it would be very nice if Verizon wireless or this specific location could get their s*** together and just tell me the truth the first time every time I am so tired of reacting to their information and then having the information change when I react if I didnt hate AT&t more I wouldnt even be a Verizon customer

Vinny was amazing, he helped my husband and I on more then one occasion. Very knowledgeable and was able to navigate our issues with ease.

Verizon sent me a new phone after a warranty claim, a Refurbished device, but there was no SIM Card. Said I should just pop into my local verizon and grab a SIM card. But you cant get into a Verizon, especially this one, without spending yet another 1.5 hours of your life waiting with your 4 yo and 2 yo in tow. If you like waiting in lines until you drop dead, this store and service is for you. Otherwise, I recommend xfinity mobile. Seriously.

Great people very helpful

Waited over an hour to be told you had to pay $800. To get a 5 G phone and guess what. They dont have any inventory if you want to pay the extra money. So there advertising free phone with 5G is a farce!!

Very helpful.

Unable to complete a purchase today. Was told I needed appointment after standing in line to enter

Go to any other location than this store. Absolute HORRIBLE service and no respect for your time. Just save yourself the time and go to any other store.

Friendly staff to provide phone upgrades. The experience is as expected for a retail phone vendor, but the staff was nice and covid conscious.

I went In with a problem and the salesman was patient and Informative about my phone.I left with more knowledge about the phone I purchased.

It was okay. The young man I talked to gave me two different answers which confused me. Im going to go to another Verizon store and see if I can get one answer.

I went in the other day to have my phone looked at, it had two cracks that I thought it was the phone luckily I had the protector on and all it needed was replaced erik f helped me out I cant thank him enough

No one greeted me or acknowledged me and I was wanting to purchase a new phone. There were two workers there and maybe 2 other customers. I left unhelped. I’m fine with waiting but let me know you will be right with me when you can at least.

I was having a problem in viewing my new text messages, I was getting a message indicating, phone need to be updated. In checking the settings to update my phone, it indcated it was already updated. I took my Verizon cellphone in and Ronnie was the individual that assisted me. He check my phone and within 15 minutes, my phone was working and I was able to view all my new text messages. Ronnie was very patient, professional and polite. Too many time, customers dont take time to provide a good review when they receive excellent service. Keep up the excellent Ronnie.

Went to get our hands on a set of IPhone 11 pros. Misty was our associate and made everything smooth. She made sure my wife and I were taken care of and made sure we understood every little detail throughout the process. Thanks Misty!

The general store manager is absolutely amazing and helped me replace my overheating phone even on her day off! Above and beyond customer service especially in these hard times; going without a phone would have been absolutely terrible! Thank you for everything Jasmine, Bret and Vinnie!

Verizon is always good service and staff, but tried a little hard to up-sell stuff. They checked to make sure we got first responder discount, which isnt a ton but pays for insurance basically. Staff is friendly and very knowledgeable for sure.

The man that helped was very thorough with explaining everything to me

Definitely couldve been a better experience. 45 minutes I waited to see a representative just to ask a few simple questions. Products were missing from their displays. I left due to time, was also misquoted wait time.

I love this location. Its the only one Ill use. My last visit, I was helped by Justin. He helped my husband and I get a new phone, and change my plan to accommodate 2 smart phone lines instead of one. The system had issues, and Justin sat on the phone for over half an hour with the service guys to get everything done and handled. He really went above and beyond. He could have easily have sent me on my way with a customer service number, but he handle it for me instead. Ive been using Verizon for over 4 years now, and this is the ONLY location I use. I live in Larkspur now, and will drive up here just to get the exceptional customer service they offer.

We arrived when the store opened to be greeted by Ashley. She was terrific. Ashley answered all our questions and went through all the numbers to make sure we understood exactly what we were paying for in our plan. She took the time needed to make sure our phones were set up properly and the way we wanted/needed them to be done. We highly recommend Ashley if you are looking to do business at this Verizon location.

1 star. Reason: I have an old unlimited data plan and it was removed from my account when I only went in to buy a new phone. I made it clear that I only wanted a phone and not to touch my plan. 5 days after I bought my new phone, I was receiving messages that I exceeded my data. Had to call Verizon tech support to get the overages removed and my old data plan back on my account.

Be prepared for the high pressured sale. I told the sales rep three times I just wanted the phone, I dont want insurance or packages. Especially after I look at their over price wall of phone cases. I was also informed that their own insurance is better then Apple Care. I should have saved the 20 minutes and ordered my replacement phone online from Verizon or from Apple.

Fast, efficient, & mindful service. Jessica Shaw was exceptional! Somebody, please promote her. She game planned and problem solved with me to get the best result. Im so thankful I switched to Verizon and met her and the crew. I also purchased the new product, HUM, which Im very excited about.

As always .... Im not sure why I continue doing business with them

Long wait, but good service.

This is a full service Verizon store and not one of those independently owned non-full service store. Good service. I have been a customer here for over 10 years.

Had major issues with the phone I bought here, and the staff was less-than-helpful, despite the fact that I had a warranty. They pretend youre going to get great service, but its not worth it. I switched to T-Mobile.

Alex was more than helpful, very polite and professional. I will definitely return to this Verizon location.

Typical store. You have to wait an extremely long time to be seen by an associate. Only go there if I absolutely have to.

Thanks for helping with Sherman Smith.

Had a horrible experience yesterday. Went to upgrade 5 phones on one plan and spent 3 hours waiting to hear we werent even going to get 4 of them that day and had to come back the next day. Today when we were going to the store we get a phone call and found out the person who helped us actually shipped our phones instead and there was no way to stop the shipment. We were not happy and addressed this problem. All they could do is cut the costs from the activation fees, which we were not aware of till today and gave $20 back to the account. Not happy with the way this was handled.

Was in the store for a 1/2 hour and not a single sales person greeted me. The only interaction I had with the sales staff was when I was playing with the Google Home Max and I changed the music to something better than the 80s music that was playing. Once I walked away from it to look at a phone a sales person immediately changed it back to the 80s music. I walked out of the store. I will not go back to this location.

I entered and was immediately signed in. Then I sat and watched 4 people come in AFTER me and be helped BEFORE me. Twice I heard them tell people as they signed them in that there was ONE person ahead of them yet they were helped before me. Two people were only there to make payments so I was tolerant of that. When the 2nd of the other 2 was helped before me I walked out. Im a faithful Verizon customer but this really pissed me off.

Was sent from a store a little further North on S University. I had an issue with an HTC M9. In from out of town Tucson so I had clear directions from that store to this one (6997 S University) I was warned this store might have a big wait so be prepared. I was very pleasantly surprised to be approached immediately upon entering the store by Nick. I explained my problem with the phone. Miraculously within minutes he had resolved my problem with the phone THANK YOU THANK YOU THANK YOU NICK for your professional demeanor and very competent ability to resolve the issues I had with the phone! You deserve to have people ask for you by name because of your very knowledgeable, courteous, capable and friendly service. Thank you for saving the day with my phone!

These guys are awesome. They helped me in a bad situation and made sure I was ok. Wasnt even there for a phone. (Verizon is overly expensive and has poor coverage)

I dealt with a salesman this am named William. Kept trying to up sale on items that we didnt want. When we said we didnt want he would use the ok then in a very condescending tone. Told us he needed to feed his babies as to why he was pushing and then said although I dont have any. Terrible approach to sales and very ineffective. Dealt with good people at this store but this guy was terrible.

Great place! Would go back for all my phone needs and definitely recommend!

I am not a fan of checking in when all you want to do is buy a charge cord, or something you can pick from the rack. Most cell phone providers do that now any way so it is not like one has a choice. One thing to note, just because it says Verizon on the building doesnt mean it is an actual Verizon Wireless store. This one is and is my preferred location to go to. There is one that opened up next to the McDonalds in Highlands Ranch at Broadway & Highlands Ranch Pkwy. That is not a full fledged Verizon Wireless store. They are a 3rd party vendor who is authorized to sell VW products. Its not the same kind of service or chargers/accessories that they carry.

This place is a joke. The people are very rude and not helpful. I went in with a broken phone and was blown away by the service from the staff and the rude attitudes from the people who spoke with me. They did not explain options to me or try to work with me in any way to get a replacement. They told me the insurance is through an independent company and I would have to call them (with my broken phone) and pay $99 to get a new phone through them to arrive the next day. I was also up for an upgrade on my phone (I had to inform them of this.... they did not even check) which would also have cost me $99 and I could walk away with a phone right then. I understand the limitations of working with a large company but there is NO reason to be rude to customers that pay good money to have this service. You are not doing me a favor. I am a paying customer.

I read multiple reviews and was appalled by what people said. I have been visiting the Verizon store at The Streets of Southglenn since it open. Every time I have gone in whether it was for upgrading my phone, buying a new tablet, jet pack, or seeking help, I have had nothing but top notch service. Tonight was another wonderful experience. Thanks to the staff who were all extremely friendly and helpful. For every bad review, there are at least 3 good ones NOT written because those of us who have had a wonderful experience are too busy to write a positive review. Today I took the moment to give the staff the 5 stars they deserve!

Alex is amazing. Patient, thorough, helpful and knowledgeable. Ask for him

Very helpful staff!

Exceptional service and support from this store!! Its always crowded so be prepared to wait a bit. I am always pleased with their willingness to help!

I went in to pay my monthly cell phone bills. The arrogance and rudeness of a certain sales representative that was assigned to help me was absolutely uncalled for! I highly recommend avoiding this place if you want a good experience. VERIZON YOU SHOULD BE ASHAMED OF YOUR STAFF AT THIS LOCATION!!!!

They didnt have the phone I want in stock, but I got one ordered and was in & out in about 10 minutes. Staff was great too.

Went in this store to have them look at my Pixel XL. Ive had the phone less than 6 weeks and the headphone port stopped working about a week after I got the phone. When I arrived, there was a 45 minute wait and the gentlemen at the front (after describing the reason for my visit) told me the only thing they could do was replace my brand new phone with a like newish phone that they could get shipped in. He seemed really disinterested in helping me out at all. I guess since Im under contract for another 23 months, they really dont care since Im not a new sale. I left Verizon once due to poor customer service and it looks like I will do so again once this contract is up.

I have not received a $650 dollar credit on my phone that I exchanged back in October. Eric was supposed to call a week ago. He assured me it would be fixed, but I have not heard a thing. When I try to call the store, I get directed directly to the customer service line. I am very disappointed that I was promised that this would be taken care of in a timely manner, and have not even received a follow up call. I turned in my I-phone, and I have not received the compensation that I was told I would get. Im sure that they have made a profit off of my phone by selling it, and are making an additional profit by not following the contract that was signed in which is said I would be given a credit for my phone. My only other option is to drop Verizon and proceed with legal action. Ignoring your customers leaves them with little choice.

Absolute worst service. The kid with a ridiculous hair cut couldnt stop calling me dude. He said its not Verizons fault if my house doesnt have service. I asked him if Verizon could do anything for me and he said, look dude its not Verizons job to have service in a building. I live in centennial Colorado in a large town, you can not tell me thats not the job of a communication company. Never felt less appreciated to be a customer. I left stating I will just switch carriers and all he said was alright dude. Dont come here looking for any service.

Friendly helpful..too helpful..lol last few times I was there three customer service people walked up before the door closed.

PROS: quick service. We were in and out in 1 hour and had to set up a whole new account because we are new customers.CONS: The representative was so lackadaisical and not thorough that she did not walk through ANY of the charges and fees. We left with ZERO papers in our hand about what our charges would be. They simply broke down the cost of the iPhone and sent us on our way. It would have taken her 1 minute to explain the monthly charges that Verizon has, yet she did not do so.We got home and pulled up the bill online, we were shocked. There is a monthly fee just to have a smart phone(s), on top of paying for data AND paying for the iPhone every month. I called up the store about 30 minutes after leaving asking if there were any activation fees. She goes Oh yeah sorry I should have told you that haha. ALSO she plugged in our requested pin incorrectly so my husband has been on the phone tonight for over 30 minutes with customer service trying to explain that we JUST set up our pin and KNOW what it is. Wasted time.We just feel scammed. We understand that phones are going to cost a lot, they are what we use all the time. But I do believe it is the companys duty to TRAIN the representatives adequately so that they are EXPLAINING all charges to customers and not making them feel lied to!Verizon needs to realize that customer service is of the utmost importance in this day in age and they cannot have this lack of transparency. NOT a good way to start off our service with Verizon. Take care of your brand new customers or we will leave as soon as we can!

Love the Customer Service Always Feel Welcome To Ask A Tech Question Or 2 Wink Wink.

Tj was very helpful, pleasant. Great customer service!

I needed to buy a new plan so I came to Verizon. Till the moment when I asked for help, nobody even greeted me. Then, the salesman was too pushy trying to sell things I didnt want to buy. It was the worst customer service experience I have ever had. I will not be back!

Quick service for manufacturer defect

If I could give a negative review I would. The manager is beyond unprofessional and ignorant. NOT to mention the team that sit around and talk amongst themselves. This BY FAR was the worst experience ever. In fact, I will be transferring our 6 lines to a different carrier where we are taken care of not to mention multiple business accounts. You have lost a life long patron FOREVER. I strongly recommend that individuals research, research, research and know more about what youre looking for and want before you speak with these idiots. DO NOT TRUST OR SHOP HERE. Plus, just look at their reviews.. HORRIBLE. PERIOD.

Terrible customer service. I walked in, five minutes early to my appointment, no one said hello or even looked up. Stayed five minutes after my scheduled appointment time and never did anyone say a word to me. They did however wait on other customers. I will be looking for other options for a cell phone carrier.

My phone was just fine one minute and the next just shut down. Took to this location was greeted less than professionally and the tech that help me was absolutely awful. He threw my phone on the counter plugged it into a charger for less than 30 seconds picked up walked 3 steps back yo me tosses my phone in front of me and said its dead you have to buy a new phone. When I asked if the phone was damaged he rolled his eyes and told me its a cell phone what do you expect. I picked up my phone walked out took my phone across the street to CPR cell phone repair the did a reset on my phone and had it working in less than a minute. I will never use this location again the staff is awful, disrespectful, lazy, and dishonest shame on you Verizon. I will be changing my carrier as well, they all may be awful but this is just unacceptable.

First time I went I was the first client of the day and excited to get a new phone and the lady helping me was short and rude and definitely didnt want to be there. I didnt go back for months, an older lady named Heather helped me the 2nd time after feeling anxious about the next experience and she was very very nice and very helpful, got exactly what I needed and helped me save some money, thank you Heather!

Horrible sales reps and even worse management. I can see why this is the worst rated Verizon store on the south side of Denver.

Thats was good news everyone has very friendly....thx.

Chris or Kris (not sure the correct spelling) will take you for everything you got and the managers are even worse. These people screwed us over soooo with much hidden fees, wrong screen protectors and products, and confusing billing speak. We never got the full story, and when we went back to talk to a manager she said and I quote to bad so sad. Good Thing I called Customer Service and took 2 house of my day to come to a partial compromise. I cant believe this is how Verizon treats decade long customers. F this Im switching ASAP

These people have no idea what they are doing. We had to call customer service to get anything done, and went to another store. Dont come here. They also have no outside knowledge of anything about the particular phones, shoot my two year old knows more about the phones, than they do.

If you are interested in the sales person not telling you the full details of the sale and then the Manager telling you there is absolutely 0% chance here team did something wrong - this is the store for you. The Manager Jazmine showed very little care in resolving our problem but was very defensive from the first second. We had to ask her name as she turned her name tag backwards as she came over to talk to us (classy move for a manager). She said there was ZERO chance her sales person didnt tell us how to cancel our exising line. We reiterated that at no time was the word cancelled and asked if maybe he missed it because of the issues with the system. She refused to even acknowledge any possibility her team was wrong which was essentially saying hey customer youre a liar. Never great to hear that as a customer thats been using this store for nearly 4 years and purchased over $1800 in phones. We called Verizon Customer service and they were actually very nice and handled the issue. It took a transfer and about 45 minutes but was overall a pleasant experience. Too bad Jazmine left such a bad taste in our mouth form a service experience, well never be back to this location. Too bad because its convenient and the sales folks are always nice, we wouldnt hold the mistake against them but given the Manager the store loses out on all the good they have previously provided.

Bad sales staff. The one requirement I had looking for a new phone was wireless charging. Ended up getting a Moto Z2 because I could attach a charging mod, which I asked for. The salesman went and activated the phone, rang me up and didnt bother to tell me they didnt have the mod. When I asked why it wasnt with the phone (I was under the impression I paid for it) He said they didnt actually have it and would have to order it, but didnt offer to do it. I had asked to pay for the phone that day instead of doing the monthly payments, he forgot and put it on the monthly bill. Instead of offering to fix it, he said to just wait and pay it off when we got the bill. Also didnt offer screen protectors, a case or any accessories, like Verizon always has in the past.

Ive been in this location probably half a dozen times. They have been quick and helpful each time.

Worst Verizon store that I have ever been to. Ignorant, useless clerks do not help customers. First they talked to someone after me in the queue. When finally it was my turn, the one I talked to basically knows nothing. And another one was a jerk, trying to piss customers off instead of making them happy. I left right away after talking to these guys. You can find better place to do business with.

I was sold phones and a plan. I was told I would get a $200 rebate card per line, for the 4 lines I ported over. I didnt. I got 2 cards for the phones I turned in, but that is not what I was sold. I was sold a plan that was $220 a month for the first 3 months and then it was supposed to go down to $144 a month due to discounts and special offer. Just got my bill. It didnt go down. I was lied too, and now Brett Frank and the team at Verizon SouthGlenn havent lived up to what they sold me. When you read the fine print, confirm agreements in writing, go back to get things fixed twice spending a total of 10 hours in the store, and have the team at SouthGlenn not live up to what they sold me - VERY BAD!

Forrest was the best. I had a great experience

THEY R NOT VERY NICE THEY WEAR VERY RUDE I STOOD THERE FOR 20 MINS BEFOR ANY ONE SAID A WORD TO ME!!!!!!!!

Austin helped my Dad and I get hooked up with new phones at a decent price!

The staff is so kind and helpful

They could not fix a simple problem. Nor could rhey apply a corporate discount to a purchase.

The location was fine, the people there about as helpful as I could expect, given that I was asking for something heavily campaigned against in lockstep by the consumer facing representatives of verizon: I wanted them to hook up a 3g casio verizon phone and I was told that they couldnt anymore. I am not convinced that it is technologically impossible, only that its heavily disallowed for socially harmful reasons. Sad, how abused the retail consumer is, I believe... the cutoff period for hooking that phone up was august, I missed it by a matter of days, and such cutoff threshold is or appears to be entirely arbitrary. I want a NICE flip phone or chocolate bar phone that does not have rapicious overrun android os running on it, I want the reliable simple and relatively CLEAN nonrapicious non-overrun os that phones pre full on smartphone ran circa 2003-2006, a Pinnacle of the technology as I see it. Sad sad sad whats happened to android os, it has reached another awkward stage of being highly unreliable and easily abusable by everyone beyond the end user, I believe... more of a rant about the technology here than a review… I believe things will eventually improve, but maybe not without reaching a boiling point of becoming unbearably bad before it turns back towards the beautiful life-friendly and healthy technology that is certainly possible and within practical reach if designers and technologists balance experimental with functional more stably. and godspeed them!~Frederik

I had a great experience with them. I was taken care of quickly and was satisfied with my purchase.

Had what I needed in stock and friendly and helpful staff!

Unless you know exactly what you want and dont care how much you pay for it - dont waste you time with this store. I couldnt be more disappointed with their lack of care or problem solving skills. Even the manager was no help at all. Not everyone wants a 500$ iPhone but that doesnt mean you treat them any less! Rude and unhelpful!!!!

Loved it everyone was very kind and helpful will definitely be going back

This so called Verizon store has the worst customer service ive ever seen. Had to stop someone to get their attention and all they did was pull the battery which I had just explained I did and still didnt do anything. Then said I had to go to Best Buy for support.

The individuals working there were rude. They did not want to help me. I was in on Sunday, spoke with the associate and GM. This is the 3rd faulty phone I have had. I tried to go there to get a new phone and the story has completely changed. They wanted to give me a used phone from the back of the store. I will never go back to this store again.

Awesome experience working with Mikayle Jacquot a the Southglenn Mall Verizon store 6997 S University boulevard, Centennial CO 80122 Milkayle was extremely knowledgeable, very professional and a pleasure to work with to upgrade my phone and sort out several challenges. The epitome of what an outstanding customer-friendly specialist should be!!!

Very friendly people who assist you! They help whenever, wherever, and whatever your phone is doing wrong!

Five stars because I’ve consistently received polite, professional & knowledgeable service. Thank you All!

This store doesnt understand Verizon policies. I originally went to the Aspen Grove location (which is always great) to upgrade my phone on an existing plan. Aspen Grove didnt have the phone I wanted in stock but told me that the SouthGlenn location had a few. I should have read the reviews before I drove over there. This place is a waste of time. They told me that you cant stay on a 2 year contract plan. I showed them the pricing sign in their store where it said that you can still do that (which was dated 2 weeks prior). They just shrugged their shoulders. I also let them know that my wife had upgraded her phone and stayed on the 2 year contract pricing through the Aspen Grove store the day prior. They just shrugged their shoulders. I knew that I could upgrade plans online and stay with the 2 year pricing so I went out to my car and called VerizonWireless customer service. They assured me that this pricing plan is still available for current 2 year contract customers. VerizonWireless even called the store to try to help me out and the store refused.This store doesnt seem very knowledgeable about the pricing plans. I highly recommend the Aspen Grove location.

Easy to walk in, get help, and buy what I needed.

Kenny Wayne Shepperd was amazing

We appreciate the help we received from the BEST verizon employee Forrest. Thank you Forrest.

They suck! I went in there the other day. Only 1 customer in there and 4 other employees standing around playing on their phones and pads. Couldnt even say hi, how can we help you. The lady up front just rolled her eyes and went back to playing with her phone. Ill never go there again!

The store looked great and I thought it would be extremely beneficial to visit. When my GS3 died and I couldnt get it to come back to life I went straight to these guys... Wow, what complete idiots. It took 4 different people to figure out the phone couldnt turn on (duh, I already knew that) and almost an our of pushing buttons just to figure out that the battery was fried. When I asked for a replacement battery because I had purchased the phone only a week ago, the salesman said that he couldnt replace it because he didnt have the authority. Total idiots work here. They are overpayed to stick their fingers up their bums all day.I went to a Radioshack, where they are payed minimum wage, and not only could they figure out what was wrong in less than 30 seconds, but they also replaced the battery at a discount price and gave me their number in case anything else went wrong and that theyd be more than happy to help.That the kind of customer service you need Verizon! Im switching to ATT when my contract is up just because of how god awful my experiences have been in the past and how awful they continue to be.Unbeleivable.

Typically the corporate store I use. They are usually pretty helpful, and have a good amount of product on display.

John did a great job

Customer service is not great. Actually, it is when you are buying something but the minute you have a problem, even if its with the new item you just bought, dont expect to be helped by phone and they will tell you not to go in. Frustrating!

Horrible service no one is working here one person on the floor another girl wandering around doing nothing store is ridiculous

Service person was not helpful at all. Could not give me any info on my phone. Did not know email address or phone number for my phone. He told me contact the phone maker, because this store ( company ) could not help me with my problem.

Good service, can be a long wait

Long wait, and when I was finally helped my credit card was double charged. Still trying to have this issue rectified