I recently cancelled my FiOS Stand-alone internet. When I did, I was told by customer service I would receive a refund of my bill, and to just pay the pre-paid bill of $64.99. This bill, dated 1/18/2020 was for services starting 1/19/2020 through 2/18/2020. My service was disconnected on 1/26/2020. I paid the bill shortly after disconnecting.
Today, I checked my bill (dated 2/18/2020) expecting to see the credit. However, it merely shows $0 due. I went on the chat and asked why the credit was missing. After checking my account, the chat rep noted that service was discontinued on 1/26/20. The rep agreed that I should receive a credit, but noted they could not help me receive said credit. They instructed me to call the financial services department (1-800-Verizon, option 1).
I called and told the woman on the phone my issue, and that I have no prorated credit on my bill. The woman checked my account, and noted that since I have stand-alone internet, that I would not be receiving a credit. I mentioned that this is the first time I heard it, knowing 2 other reps told me otherwise, and knowing that no one informed me of this when I called to disconnect. After hanging up, I did my due diligence I did not see this anywhere in the terms of service.
I looked on the website to see if I could see anything about what she mentioned as well. I came across the below two links, which seem to mention nothing about stand-alone internet, and actually seem to indicate that I should be receiving a credit.
https://www.verizon.com/support/residential/account/pay-bill/final-bill
https://www.verizon.com/support/residential/account/pay-bill/refunds
After searching the forum, I see there are a number of other people with this issue.
Can someone please assist me in determining where in the TOS this is located, and why I will not be receiving a credit refund? If it is not in the TOS, who can I speak to (outside of Financial Services) in order to help me get my credit applied?
The other issues I found are below:
https://forums.verizon.com/t5/My-Verizon-Account/Misled-3x-by-Fios-Customer-Service-about-Prorated-I...
https://forums.verizon.com/t5/My-Verizon-Account/Pro-rated-final-bill-for-Fios-internet-services/td-...
https://forums.verizon.com/t5/Fios-Internet/No-bill-proration-after-cancellation/td-p/855582
https://forums.verizon.com/t5/Fios-Internet/I-am-charged-for-full-month-when-cancelled-my-services-d...
https://forums.verizon.com/t5/My-Verizon-Account/Payment-not-prorated/td-p/831418
