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Canceled service - still being billed - so incredibly frustrated

wyw2010

I am so incredibly disappointed and frustrated in the manner by which Verizon is managing my cancelation of service. I put in a request to cancel my service on 6/19/2013. I had a Verizon Triple Play which I was overally happy with, but canceled after my two year contract expired in order to save on costs. My cancelation request occurred within a cycle that I had already paid (5/22/13-6/21/13). On my call to cancel my service on 6/19, I was offered and accepted to have a pre-paid postage container sent to me to return my equipment - which has still yet to be received. I ended up returning my equipment to a local Verizon store due to the return package not being received.

Since my cancelation, I have been billed and charged $99.12 on 7/5/13 for a Double Play package between 6/22-7/21 and now also have been charged $3.53 on 8/5/13 for the period between 7/22-8/21/13 - both despite having put an immediate request to cancel my plan on 6/19/13 and a follow-up call prior to being charged on 7/5/13 requesting that my credit card not be billed for service I had canceled. While I was advised that Verizon automatically generates bills in advance, I was informed that a hold would be placed so that this automatic charge would not be applied. I had hoped that by now a Final Bill would have been generated and the charges for 6/22-7/21 would have been reimbursed, but this now additional charge I received on 8/5/13 has all but shattered any trust I have that this matter will be satisfactorily resolved.

While I was very impressed overall with the quality of the FIOS interactive TV guide and quality of on-demand options (compared to what I have with my new service), this cancelation experience overwhelmingly has become what I will recall most and give me second thoughts about trusting Verizon to treat me as a customer individually.

Comments

dyrewolf

This is why I would never submit to "automatic billing". It's seems like a nice thing and it's convienient for sure. But when they take something they are not supposed to take it's like drawing blood from a stone to get it back.

Call back and talk to a supervisor-- tell them what you want and anything less is unacceptable. I'm surprised they didn't offer to reinstate your discounts or give you extras to keep you signed up. They're usually pretty good about that.

Good luck!

gta10ptsMF

This is unfortunate. I am cancelling my service after the horrendous day I spent dealing with them and I am hoping they don't do this to me as well. I'm sorry about your frustrations.

flans730

This is the exact thing I am dealing with now to a "T". I cancelled triple play as of Oct 8th but paid my Oct bill as they bill ahead. Ok, fine. My Nov bill comes saying I owe $90.33 for double play. I called and told it would be taken care of. Now my Dec bill has a past due balance of $90.33 which the customer service representative told me not to pay in Novemeber as why would I pay it when I didn't have service. Now I rec'd my December bill which credits me through Nov 30 but it still says on the fron about a past due balance of $90.33. I have spent over 4 hours on the phone with customer service/billing reps,,,about 9 phone calls and they keep telling me a different story and are beyond rude. No one can generate a final bill and no one can correct a bill. It's like dealing with a bunch of **bleep**.

Did yours ever get settled? At this point, I am filling a complaint with the state of NJ. How can a company bill for something it didn't provide? I have my cancellation notice so how can they bill me? It has to be illegal.

[Deleted User]

Hi flans730,

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 look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

flans730,

We have closed your case out due to you no longer responding. Feel free to make a new post anytime you need our help.

- Jose_VZ

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