I was a loyal prompt-paying customer for almost 10 years with Verizion internet, and had to disconnect due to lack of Fios in my area.
On Sept 21, 2018, I called Verizon and later received a callback. I spoke to a Verizon representative and cancelled my service. I was told that I would not need to return the equipment and that my account was cancelled. I have proof of these in my T-mobile call printout, but Verizon denies the calls ever occurred (they say a 9/19/18 call existed, but for a different issue).
In short, Verizon continued to bill me AFTER I cancelled service, and refuses to acknowledge the clear fact that I called them AND THEY CALLED ME BACK. And they continued to bill me.
I disconnected my internet on that day and have not used it since. However, I have been billed and been forced to pay those bills monthly since then.
I recently called to find out why my service was not cancelled as agreed, and was told that the Verizon logs do not show a call on 9/21/18. I have evidence of paying for COMCAST internet instead, but the bills from Verizon kept coming and they refuse to acknowledge that I even called them.
I have asked for managers and been rebuffed and treated very rudely. Extremely discouraged by the poor customer support.
I have contacted local consumer protection agencies and the state attorney general.
All I want is a refund for 12 months, and I keep calling to cancel service and they can’t even confirm or do that. Incredibly discouraged.
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