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Cannot Remove Disney+ Add-on

I have been unable to remove Dinsey+ from my Verizon account for the past 4 hours. I see there are many other Verizon clients experiencing the same problem. After 3.75 hours of trying to remove the Disney+ add-on Verizon asked me to call a Disney+ phone number. Disney+ says they are not able to make any changes because the service was obtained through a 3rd party (Verizon). Disney says this is a Verizon issue and for Verizon to create a case to escalate and resolve the problem. As a Verizon client, I will NEVER subscribe to another Add-on through Verizon for fear of this happening again.
Verizon, I will not dedicate more time to resolving this on my own. You may contact me for account information and I will provide the information to you. Then, it I leave it to your team to resolve this for me and the rest of the Verizon clients that experience similar issues. If this service, that I do not want to subscribe to, remains on my account and is billed, this may qualify as "cramming" or other unauthorized service. In either case, I am attesting to you here that I DO NOT authorize this add-on, and Verizon is not allowing me to remove or manage it. Neither Verizon support or Disney+ are able to manage it. This will be filed as a Consumer Affairs complaint with the VA Attorney General if you cannot fix this soon. Thank you.

Comments

Verizon_Support

We do understand your frustration here. We will not hold you liable for any charges added to your bill. Once we get the feature removed, we can credit your account for those months where you were billed if you did not authorize this addition. We can try to remove it from your account on this platform, but if it will not allow us, we will need to file a ticket to get it removed. It is best if you respond to us in private so that we can work on your account. - ErichC_VZW

edalv_mkd

I also need to remove cancel Disney plus, how can I get this done

Verizon_Support

@edalv_mkd ,

Managing the features you have on your account is definitely important. Please keep in mind that just like an Account Owner or Manager had to enroll in Disney+, that same role needs to be signed into My Verizon to cancel Disney+. Please follow the steps here if using the My Verizon mobile app: https://www.verizon.com/support/knowledge-base-228797/ or follow these steps if using the My Verizon website: https://www.verizon.com/support/knowledge-base-228795/

edalv_mkd

I have followed and still cannot get it cancelled!

mkile2

I had the same issue and was charged for 5 months, they only offered me 2 months of credit. Good luck getting it fixed and a full refund.

blue412

Has anyone had luck removing their Disney plus free trial? I have tried cancelling it 4 times, 2 times over the phone, once on chat, and once in the store and every time I am assured it has been cancelled, then lo and behold, I get charged again for it the following month. I can't follow the provided directions to cancel it online, because they don't work or I get an error.

I am so aggravated at this point, it feels like less work to cancel my entire Verizon account and move to another carrier. I shouldn't have to deal with this for over 3 months now trying to cancel a Disney+ subscription. Does anyone know what to do? I don't understand why it is this hard to cancel this.

Verizon_Support

I am sorry to see that you are having difficulties canceling the subscription to Disney+, blue412. Please visit this link (https://www.verizon.com/support/disney-faqs/#manage), and follow the instructions on number 2 under the "Managing your subscription" section. Keep us posted. -Antonio

blue412

I already said it. Those directions DO NOT work. I tried that and those screens don't even exist on my account. Just as other people have mentioned in this thread. Those directions don't work.

blue412

When I go to my page it shows enrolled in Disney Plus. So then I hit Manage. Then it takes me to a page that where the only options are Get it Now or Product Details. There is no Cancel Subscription option. Your website is broken and has been for months. It redirects to a totally different page than what is in the directions. Believe me, I would have cancelled it myself months ago if the directions actually worked.

acraftylady2

When you use the verizon app is it not listed under add ons to cancel? Mine shows all my add ons and I click one to cancel. Disney was in there then I canceled and it's gone. Weird it's not listed under add ons in the app there to cancel, this is what you should see.

Verizon_Support

I'm sorry you're having issues removing the Disney + on your account blue412. Are you following the steps on your phone app or computer through your My-Verizon login?

-Kinquana

judybeads

I am in the same boat.

I am furious, I keep getting charges . I have a brain injury and I don't have the coping skill to deal with this anymore. I have been with Verizon for a very long time, and would like to keep the service except this nonsense is beyond my patience.

If any of you experiencing the same thing figure out how to get rid of the Disney bundle please share.

Thank you, Judy

Verizon_Support

judybeads, we apologize for any inconvenience with not being able to successfully remove the Disney+ bundle subscription from your account, but rest assured we are ready to help! Can you tell me what steps you have already attempted in removing the subscription? The reason for my question is that I want to make sure we don't have you trying the same steps again. For reference on how to remove the feature, please refer to the following link here: http://spr.ly/6608K7Rse

We will be standing by at your earliest convenience.

-Kevin

antman2

I have the same issue bigtime. This is getting very aggravating. They owe me money but keep charging me for an add on the I do not have.....Disney Plus.

Help

W-Nirad

Verizon_Support

Hello, antman2.

Oh, no! We want to help. To clarify - have you removed the add-on from My Verizon as shown here: https://www.verizon.com/support/knowledge-base-233617/ ?
Please feel free to send us a Private Note if you still need assistance after trying this method.

*Celeste

DTally

I have this same issue. No one can remove the Disney+ Premium subscription from my account. I’ve contacted Verizon starting in August of 2024. One rep provided an account credit in Sept 2024, promising that they would correct the issue. Since then, I’ve talked to 10 or so people with Verizon. One rep thought that upgrading my plan would remove it. It errored out too and he saw it. When I didn’t get any call back, I called a few more times. Finally, I went to a local Verizon store and they tried. Errored out too. They tried to upgrade my plan again. That errored out too. They called a rep. They couldn’t do it. Got Disney on a three way call. Disney rep said no we can’t remove it. It was subscribed through Verizon, so Verizon has to remove it. Finally, I ended with a Verizon case number that they now keep trying to close. I keep reopening it because the issue is not resolved. The last rep called me after a few days, and said she had another ticket number. I’m assuming is an internal IT ticket. And it’s been over a week and I haven’t heard from her again. And I’m still being billed for the subscription and the price just increased. Since I’m a senior in Florida, I guess my next option is to report Verizon to the attorney general.

Verizon_Support

Thank you for raising your concerns about your Disney subscription. While the IT ticket is usually about 7-10 business days to process, I want to get eyes on it to make sure it's still progressing. Please be on the lookout for a Private Message.

-Melissa

DTally

Any update? I’ve been billed yet again for this subscription. It’s been longer than 10 business days. It’s been 14 business days since a new tech ticket was created. And this has been going on since August 2024 when I first tried to remove this and Verizon reps have not been able to remove it OR upgrade my plan. This is a serious issue and I don’t understand why this hasn’t been escalated.

rahul031783

I am too unable to cancel my disney bundle subscription. The faq is not helpful at all. The manage page gives me internal error.

{
  "errorName": "Internal Server Error",
  "errorCode": "500",
  "errorMessage": "Unexpected error occurred",
  "timestamp": "Mar 3, 2025 6:14:32 PM"
}

Verizon_Support

Hi there, this is certainly concerning and we would love to help with getting to the bottom of what's happening. Are you getting this message when you're accessing our app or from a web browser? Also, do you get this same error even when you try accessing from different devices such as a tablet, laptop etc?

-Necia

Sailinshuz

I have been trying to cancel my Disney plus through Verizon for months - every time the Verizon agent “assures” me that it is removed from my account. We go through the steps, I confirm the order, and the next month I’m still charged for this. The amount of time I have been dealing with trying to remove this, I am ready to file a formal complaint with the state of Virginia as well

Verizon_Support

We are truly sorry to learn about your recent experience. Please follow the steps on the link below to cancel your subscription. Please let us know how it works and if there is anything else que can do for you.

https://www.verizon.com/support/knowledge-base-228795/

~Maria

Verizon_Support

Hello Sailinshuz. Just checking in. We'd like to make sure your Disney+ subscription has been cancelled. Please keep an eye out for a private message from us.

-Sara

Sailinshuz

Hello I may have found a resolution to this and wanted to capture it in case anyone has the same issue.

Bottom line: reach out to Disney support and have them fix the fact that you have two subscriptions through Verizon.

The problem I had was likely something to do with the fact that I had Disney+ before adding the Verizon perk. I added the Verizon perk for some time, but then wanted to remove it so I could enable Disney+ bundles that are not possible when using a third party package. That’s when I ran into this issue. I’ve spent about 13 hours pulling my hair out about this with both Verizon and Disney support over the course of about six months and think I finally resolved it once and for all.

Anyway, after reaching out to DISNEY support ( https://help.disneyplus.com/chat/dtcvx_chat?product=Disney or if that doesn’t work, go to their chat and type human a bunch to get past their AI) they discovered that I actually had TWO subscriptions through Verizon, and it was that second one that kept resurrecting the charge. Despite canceling through Verizon, numerous times, the second hidden (whatever view Verizon has doesn’t give them insight into there being two subscriptions) subscription kept it going.

The Verizon support team overlooked this important fact that I still had two active accounts on their end. One is the previously bundled subscription that was canceled, and the other is a standalone premium subscription. Because of this, my login still associated my Disney services with Verizon, even though the bundle was removed.

To resolve it, there are two options:

Verizon fully remove the standalone premium subscription or transfer it to direct billing through Disney.
The other option was to have Disney transfer the Verizon bundle to a spare email address to let it die off, and then use your main email address to re-subscribe to whatever package you want (and keep all your profiles and account history). I did this one because every interaction with Verizon is clunky and takes about an hour whereas every interaction with Disney takes about 10 minutes.

After doing this I did contact Verizon showing them that I had cancelled this six months ago (I shared the earliest order confirmation) and they were able to refund the charges, which was nice. Very much not worth the extreme hassle, so I hope others who see this can follow the same steps to come to a quick resolution.

Camdenite60

I have been trying to get mine removed for more than 2 years. They have taken more than $500 without permission since I first called to have it removed.

Verizon_Support

We would be happy to help and are sorry to hear about the experience this has created. Sending a private note now.

-Anthony

Joelleander

Please reach out to me as well, as I’ve been trying to cancel for at least 2 years. I spent too many hours, received a few credits and assurances that my account was canceled but it has not.

Verizon_Support

We never want you to be charged Joelleander. What service do you have wireless or Fios? If wireless, here's how to remove the perk: https://www.verizon.com/support/knowledge-base-228797/ -Joe

Daveybags

I am having this same issue, I need my Disney Plus bundle removed from my account. I've been trying for hours and I can't do it.

Verizon_Support

We've got you, Daveybags; we're sending a private message your way to get things removed.

-Cait

Daveybags

I spent an hour in the phone with a Verizon agent and Disney plus agent and was told it will be removed. I just got charged again for the Disney plus bundle. I don't know what to do at this point

Verizon_Support

Daveybags We are here to help you with this matter. I will be sending you a private message.

~Jorge

[Deleted User]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.

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