I had two Verizon Home Internet lines for a long time because I used one for work and one for my family to avoid any connection issues. Eventually, I no longer needed two lines. I tried to cancel the second line several times but kept running into problems. That line sat completely unused for a year or more while we continued paying for it.
After multiple attempts, I finally reached someone who was able to cancel it. She said she would issue a credit to my account for a specific amount. However, my online login stopped working, which made it difficult to verify any of the details. I returned the gateway device as instructed.
Later, my bill showed a balance of $188, which seemed odd, but I couldn’t verify it properly. Then I started getting emails saying my account was past due and about to be disconnected. When I checked my online account (I now have a new one set up), it said the past due amount was $188, but emails and the payment screen showed $355 instead.
To avoid disconnection while I sorted this out, I set up a payment arrangement. The system showed the new due dates in July, and it confirmed the arrangement was successful.
Despite this, my internet service was disconnected. I tried calling customer service, but they were closed, so I used the chat feature. The AI assistant kept looping me back to information about payment arrangements and disconnections. I requested a live representative, but the system told me I couldn’t speak with one unless I paid the full bill. I became so frustrated that I asked to cancel my entire plan, but it told me I couldn’t do that either.
I am very upset and overwhelmed. I need my internet service, and I cannot understand why my bill is nearly four times my normal monthly cost even after the credits I was promised. I also see reconnect charges from a couple of months ago that I had already paid before my service was disconnected, and it looks like I am being charged those again.
Can you please help me fix this issue, restore my internet service, and ensure I’m not being charged incorrectly?
