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Overbilled for Premium Channels

I cancelled my premium channels, HBO, Stars, etc, about a year ago and I no longer have access to them, but I am still being billed for those channels each month. I would like for Verizon to stop billing me for those channels and give me a credit equal to amount I have overpaid for the last year. I have called, sent emails and even complained to the FCC. The FCC sent me a reply letter stating they don't govern this. I just want to stop getting charged for a service I'm not receiving and get a credit for the amount I've overpaid, but it's so difficult to get anyone at Verizon to do this for me. I think I either need to complain to the CEO or contact a lawyer.

Has anyone else been overbilled by Verizon?

Comments

DustySnowflake

Why are you actually still paying for those channels?

22Becca22

@jg9235 wrote:
I cancelled my premium channels, HBO, Stars, etc, about a year ago and I no longer have access to them, but I am still being billed for those channels each month. I would like for Verizon to stop billing me for those channels and give me a credit equal to amount I have overpaid for the last year. I have called, sent emails and even complained to the FCC. The FCC sent me a reply letter stating they don't govern this. I just want to stop getting charged for a service I'm not receiving and get a credit for the amount I've overpaid, but it's so difficult to get anyone at Verizon to do this for me. I think I either need to complain to the CEO or contact a lawyer.
Has anyone else been overbilled by Verizon?

Hello,

If you are still being billed for these channels, have you tried logging into your account online, checking to see if those premium channels are listed under your services and then removing them yourself?

If you cancelled the subscription successfully (did you cancel online or talk to a representative?), then the next bill would reflect the removal, and you would have gotten an email if you receive notifications by that method.

If there was a question on whether the subscription cancellation completed or not successfully, then not noticing the charge on your statement for one or two bills would have been normal, but letting it drag for a whole year seems extreme.

This is similar to any other company that bills for services, if by the 2nd or 3rd month and the statement still indicates a charge that is not supposed to be there, then something is wrong and one would be inclined to try to get the issue resolved right away even if it means being on the phone for awhile.

Have you tried contacting Verizon's Customer Service in the past about your issue and what was their response?

prisaz

@22Becca22 wrote:
@jg9235 wrote:
I cancelled my premium channels, HBO, Stars, etc, about a year ago and I no longer have access to them, but I am still being billed for those channels each month. I would like for Verizon to stop billing me for those channels and give me a credit equal to amount I have overpaid for the last year. I have called, sent emails and even complained to the FCC. The FCC sent me a reply letter stating they don't govern this. I just want to stop getting charged for a service I'm not receiving and get a credit for the amount I've overpaid, but it's so difficult to get anyone at Verizon to do this for me. I think I either need to complain to the CEO or contact a lawyer.
Has anyone else been overbilled by Verizon?
Hello,
If you are still being billed for these channels, have you tried logging into your account online, checking to see if those premium channels are listed under your services and then removing them yourself?
If you cancelled the subscription successfully (did you cancel online or talk to a representative?), then the next bill would reflect the removal, and you would have gotten an email if you receive notifications by that method.
If there was a question on whether the subscription cancellation completed or not successfully, then not noticing the charge on your statement for one or two bills would have been normal, but letting it drag for a whole year seems extreme.
This is similar to any other company that bills for services, if by the 2nd or 3rd month and the statement still indicates a charge that is not supposed to be there, then something is wrong and one would be inclined to try to get the issue resolved right away even if it means being on the phone for awhile.
Have you tried contacting Verizon's Customer Service in the past about your issue and what was their response?

I don't think you can cancel anything online, with the exception of the STB self installs, and that is because it was mandated by the FCC. You can add Premiums, upgrades, and about everything else. It is a little more difficult to remove them. It has become much better with the bundle builder, and it has improved. But from my experience, it is better to call when trying to remove a service. Painful as it may be.

Now if you do logon to MyVerizon and see the channels are not there under My TV, but you are still being billed, Download every bill since they were canceled! You will need the past bills to be sure you have proof.

Contact the billing department, and ask them to look at bill X, then bill Y, and then why are you still being billed. If you do not see the premiums being removed from your account, it could be the order was hung in the system, where the FSC removed the channels, and never closed the order as completed. You should have a email requesting the service change back when the requested to drop the channels with the order number. At that point you may have additional proof, if they were removed and still being billed, and shown on your account.

At any point, you will need to contact billing directly. This is a peer to peer support community, where customers help other customers. My recommendations are based on years of experience, since the FiOS services first started.

22Becca22

@prisaz wrote:
I don't think you can cancel anything online, with the exception of the STB self installs, and that is because it was mandated by the FCC. You can add Premiums, upgrades, and about everything else. It is a little more difficult to remove them. It has become much better with the bundle builder, and it has improved. But from my experience, it is better to call when trying to remove a service. Painful as it may be.
Now if you do logon to MyVerizon and see the channels are not there under My TV, but you are still being billed, Download every bill since they were canceled! You will need the past bills to be sure you have proof.
Contact the billing department, and ask them to look at bill X, then bill Y, and then why are you still being billed. If you do not see the premiums being removed from your account, it could be the order was hung in the system, where the FSC removed the channels, and never closed the order as completed. You should have a email requesting the service change back when the requested to drop the channels with the order number. At that point you may have additional proof, if they were removed and still being billed, and shown on your account.
At any point, you will need to contact billing directly. This is a peer to peer support community, where customers help other customers. My recommendations are based on years of experience, since the FiOS services first started.

Actually, nowadays anyone can make changes to their TV, Internet and/or Telephone plan and modify individual components of their service, including addition and removal of features, equipment, premium/sports/specialty channels and any added services (such as protection plans, calling plans/features, HM&C, etc.) ONLINE.

This is why there is a My Verizon website dedicated to making the customer experience more convenient for customers.

One can easily make upgrades, downgrades and renewals to their account without having to contact customer service.

The removal process of any component (especially add-ons such as premium channels) is as easy as unchecking a checkbox for the specified service/feature from the section of 'My Services', and seeing the removal of the item upon check-out. Afterwards an email is generated reflecting the specific changes made to the account, including a bill estimate.

Besides making account changes, one can view or pay their bills online, enroll in autopay, change their billing address, request past copies of their bill, setup payment reminders and payment arrangements, and view their payment and adjustment history.

What one may have difficulty cancelling online are pending orders previously placed with a future date (or stuck orders with a past date but have not completed), which could require contacting Verizon Customer Service for assistance to have it fixed.

Verizon's Fiber Solutions Center (FSC or Technical Support Department) does not need to be involved with removals of channels as a simple change order can take care of this via an online order from the customer or through Verizon's Customer Service ordering system.

Overall, one can make changes/request for changes to be made to their account (addition/removal of services/features/addons) through these methods:

online (self-service),
over the phone through a Customer Service representative, OR
in person at a local FiOS TV store through a Customer Service representative.

Having said all that, when it pertains to any billing situation, though, I would agree that it is definitely better to speak to Customer Service (or any human being at the company for that matter) to get the issue resolved.

Hence, the inquiry to jg9235 (the OP) on whether he cancelled the premium channel subscription online or over the phone (not that it matters where the order originated from, but just out of curiosity), and whether he has had any contact (recent or previous) with Verizon's Customer Service Dept.

Hope this helps!

prisaz

22Becca22

You say Now Days. Well the OP said they canceled the premiums a year ago.

You must have had the NEW My Verizon Training. Hence you know more than I. Perhaps I to need the new My Verizon training. Do you work for Verizon or the company that wrote the web code? You seem to be very up to date, and well informed. Where did you come from?

Regardless the OP in this post needs to get their ducks in a row, if they wish to claim to be billed for premiums for a year when they did not have them. Thus my my whole point. It has been a few years, but I did need to say look at page 3 on month x, and then look at page 3 on month y. The response was OH! I HAD NEVER SEEN THAT DEAL. That was supposed to continue for two years. My whole point is keep records. That is an old wound, and well healed. I now only have good things to say about the service, I have had since 2005.

Every time I tried to change anything other than hardware, or upgrades, I had to make phone calls. I realize you can now make changes to upgrade or downgrade bundles, but I suppose I need to look more into this, or take the class. With the hardware it is $20 shipping. Thus the store

Thank you for the education. Smiley Embarassed

Best Regards

prisaz

jg9235

Good question. I'm on automatic billing so I don't see the bill every month. It just gets paid. I actually took notice a couple of months ago and called in. Found out this has been going on since last February. I spoke with an agent who told me I'd have to call back the next day to talk to a different department. I asked to speak with her manager and was transferred to a voice mail which was full. I couldn't even leave a message. From there, I took to the website to send messages, but all I get is standard auto replies. I've emailed them almost 10 times now. The replies look like someone copied and pasted a boilerplate answer that really adds no value and doesn't fix my problem. I turned to this board to see if any actual Verizon employee would take notice. I think I may try twitter next. Looks like that's were you go now to get someone at Verizon to take notice.

prisaz

Log into MyVerizon.com and get a pdf copy of ALL your bills! If you have paperless billing or just an open wallet with money, come by my place. Smiley LOL

Sorry! But I do the one time payment every month from checking so there is no fee, and I know what I pay.

I hope it all works out. Didn't meen to be sarcastic, but that is what it is like when you setup automatic payments. I have that with only one company right now. My alarm company, and I know the amount will be the same every month.

Take care and best wishes.

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