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3 Accounts/Bills For 1 Service

I'm not certain if anyone on here can help me, but here's the situation I'm having:

I signed up for Verizon FIOS internet around Jan 19th 2012. The technician that was in my apartment seemed to have some difficulty, but eventually got everything up and running, and it's been great. However, a month later, I am looking at 2 paper bills with 2 different account numbers and 2 different amounts owed. Somehow 2 accounts were created for 1 service. So I called Verizon on 2/19 to see what could be done about it. They disconnected one of the accounts and said it was closed. However, this broke my internet service. It then took me about 6 hours and 8 different people to get it back up. The way they got it back up was by doing a new install. I am still trying to pay my bill, so I logged into the My Verizon, however I originally set this up with the first account number, which happens to be the one they disconnected. So I call Verizon again on 2/25 to try and get this straightened out. In talking with the representative, it appears I now have a 3rd account number, and that along with the 2nd one are both active. I've asked to speak to a supervisor at this point and am told one will call me back, but never does. I'm going to call back again tonight after work, but I don't have much hope.

All I'm really looking for is 1 account number that is tied to my 1 internet service and my 1 online account. I'm seriously considering signing up for phone and TV as well, but this whole ordeal is making me consider other options for all 3.

Comments

KH-OrnEsh1

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

MadinTexas

I have had essentially the same problem with Verizon. I signed up on-line for a bundle that included FiOS high speed internet, basic TV with a multi-room DVR and a set-top box for a second TV, and a single phone line - - all for $79.99 per month. As I wanted additional phone lines, the web-page on which I signed up for the bundle indicated an 800 number I could call to add phone lines at $9.99 per month for each additional phone line. I called and added two lines. In doing so the Verizon rep apparently voided my original order and, for some reason, then re-entered the services on the original order (but not at the special bundle price) on one account and then set-up separate accounts for each of the additional phone lines - - and, as I later learned, at $42+ per line (not $9.99 per line) per month.

I discovered that separate accounts had been established when I was unable to access the services for each phone number unless I established a separate MyVerizon login for each phone line. After speaking with two V reps I finally spoke with a V supervisor who was able to get the additional phone lines added back into a single MyVerizon. login The intial billing I received consisted of three invoices, one for the original bundle at considerably higher prices than I signed up for and one for each of the additional phone lines at $42+ per month per line. I only had to speak with one rep to get the billing on the bundle corrected and to supposedly get the separate invoices on the additional phone lines dismissed.

At this point I thought that everything was working properly. The internet, the TV, and all of the phones were working properly, I could access the calling functions, call logs, and voice mail of all three phone numbers on a single MyVerizon login. Then I received invoices for what appeared to be cancellation charges on the separate phone line accounts that I never wanted or ordered. In addition, I was still being invoiced for the multi-room DVR which was supposed to be free for the first 12 months. Again I only had to speak with one V rep to get the invoices for the cancellation charges dismissed and to get the billing for the DVR dismissed. But suddenly, I could no longer access the calling functions on all three phone lines on My Verizon.

MyVerizon lists one of my phone lines as my 'Home Phone" but does not allow me to access the calling functions for that number but does allow me to acces the calling functions for another of my numbers. Over a period of one and a half hours, i spoke with 4 V reps. Three of them said that I should be able to access all three lines via a single MyVerizon login. The fourth said that "as a result of Verizon merging Verizon.com and Verizon.net, I would no longer be able to access the calling features for all three phone lines via a single MyVerizon login and would have to establish separate MyVerizon identities and logins for each of the other phone lines." That does not resolve why I cannot access the calling features for the phone listed as my "Home Phone" on the current MyVerizon log in. I intend to call in one more time to attempt to resolve this, but if they cannot resolve it, i am going to change vendors.

KH-OrnEsh1

MadinTexas,

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