I am writing to dispute an erroneous pay-per-view billing charge of $99.99 (the title of the alleged pay-per-view show is Mayweather fight). I have already tried to dispute this charge over the telephone, and after spending 3 hours explaining my situation to multiple Verizon customer service representatives, I was told that Verizon is not refunding for this fight charge.
My mother andI are the only two members living in our household that have access to the FIOS box; and we attest that we did not purchase nor watch the pay-per-view show as accused by Verizon. We have been loyal Verizon customers for a long time, and we have always maintained our account in good standing (paid full balance on time, every month). Furthermore, our pay-per-view account history will prove that we have never purchased a pay-per-view show, so it seems absurd that we would suddenly purchase a fight match that costs $99.99!
Verizon customer service representatives repeatedly informed me that the data indicates that we “watched” the pay-per-view show; however we believe that we are being wrongfully accused of purchasing/watching this show, and we are being charged for a service that we did not order.
I believe that it is Verizon’s customer service obligation to accept my appeal to remove this incorrect billing charge in good faith, and thereby issue a full refund for the applicable charges. As a loyal customer, I am very distraught that I had to spend 3 hours of my time defending myself to Verizon’s customer service staff. I am very frustrated and distressed by the fact that Verizon’s staff has essentially accused me of being dishonest and making a fraudulent claim. This sort of poor customer service by such a reputable business is simply unacceptable. For a company that generates over $120 billion in revenue, refunding a customer a mere $99 should not be an issue in the interest of retaining customer satisfaction.
