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Unable to cancel Disney/Hulu bundle

Unable to cancel my Disney / Hulu bundle. All the the provided instructions do not work.

I spent 4 hours on the line with support and was told they would reach back out to me within 24-48 hours. It has been over a week and I have not heard anything.

Support ticket number: *****

phone number *****

Comments

harrimann

and by over a week, I mean two weeks. Verizon has the worst customer service. Can't wait to cancel.

Will be switching as soon as possible.

Verizon_Support

Hello! We absolutely want you to be able to cancel your Disney and Hulu bundle if that is what you want to do today. We'll be sending you a Private Note to help complete this process.

-James

SynthpopAddict

If you're unable to cancel the bundle from your My Verizon account under Services & Perks > Manage > Cancel subscription, then my speculation is this perk is part of a contract you're currently in, and cannot be removed without breaking your contract. If you were signed up under MyPlan, there are perks rolled into the deal which you have to stay on.

harrimann

Thanks for the response, but I don't believe that to be true. If that was the case, why would they not state that as the issue?

The root of the problem is the fact that the Hulu/Disney bundle was part of a line that was ported out of Verizon, a line that was not under any sort of contract. Internally, Verizon did not have the ability to cancel the bundle. Seems like a glitch within their system.

The number that was associated with the subscription was removed (ported) from the account, so they automatically added the bundle to the account (not the remaining line of service) without anyway of having the ability to remove the bundle. I contacted support several times with the issue being escalated several levels up, but the issue was ignored. The frustrating part is that I was told I would be receiving some sort of response within 24-48 hours. After two weeks of hearing nothing I decided the best way to resolve this issue is to simply close the Verizon account.

SynthpopAddict

Oh...that explains it. When there are perks tied to a number and you port out, the perks don't automatically cancel, and are "orphaned" somewhere in the system. I hate to tell you this, but even if you port all your lines out, it won't fix the problem. Others have posted similar issues and recurring subscription charges for perks they can't cancel anymore, because the means to login to the perks is gone. Verizon really needs to address this issue.

Cfg2

the line was not ported out, I have the same line. I tried to cancel after receiving a letter saying that I would have to pay for those channels which were previously free. disney has a record pf my account stating it is billed through verizon, verizon states that the channela were cancelled, however I can still watch them if I would choose to.

Cfg2

I have the same issue and worked on it for almost 6 months. I simply gave up last November.

Verizon_Support

Hey Cfg2, we want to make sure there is nothing on the account that shouldn't be and we can certainly check with you to make sure the feature has been removed if it's no longer something you want. We're sending you a Private Message to help.

-Cait

Verizon_Support

We want to make sure that you're able to fully manage the services and products as your needs see fit and I'm so sorry to read that you've been having this ongoing issue for so long. Can you confirm how you're going about cancelling? Was it via a web browser or from our mobile app?

-Necia

Verizon_Support

We want to help and make sure our services are working for you. Please respond back when you can so we can assist. A private note has been sent as well

-Bryan

kph1

I’m having the same issue upgraded my phone and plan today and immediately got a charge from Hulu now that I no longer have the bundle on my new plan however I am unable to cancel Disney/Hulu bundle via my Verizon account. Please help!

Verizon_Support

We want to make sure you're able to cancel your Disney bundle without any problems. We're sending you a Private Message so we can better help you.

~Jesse

Jchavez17

I am having the same issue. I ported out in February and started getting charged in March. I called to cancel and they said it would but it has not. I still have the internet service and I want to remove the Disney bundle. How can I do that?

Verizon_Support

Having your account set up correctly is crucial. We can get this Disney Bundle issue resolved ASAP. A private message is being sent to assist you further.

-Sean

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