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Billing claim - no resolution?

I've had a billing claim open for two months (I had to re-open after it expired) that will soon expire again. Unauthorized charges mysteriously appeared on my account after I recieved a "loyalty rewards" email in July stating my internet speed had been automatically upgraded. I've spoken to at least 6 customer service reps, been on hold for hours, and really have attempted every available avenue to get any information about this billing claim. How do I know if any action is even being taken on this claim? How can action be taken if no one is contacting me for more information?

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jonjones1

@sd1 wrote:
I've had a billing claim open for two months (I had to re-open after it expired) that will soon expire again. Unauthorized charges mysteriously appeared on my account after I recieved a "loyalty rewards" email in July stating my internet speed had been automatically upgraded. I've spoken to at least 6 customer service reps, been on hold for hours, and really have attempted every available avenue to get any information about this billing claim. How do I know if any action is even being taken on this claim? How can action be taken if no one is contacting me for more information?

Contact the NYS Public Service Commission at. http://www.dps.ny.gov

Under the online complaint form or via the toll free number.

Verizon will contact you in most cases the same day. Give them a phone number you can answer. The escalation department can fix your issue.

Good Luck

MrMatthew1

Hi sd1,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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