Complaint

[ljconsulting98]

I am incredibly frustrated and disappointed by the lack of accountability regarding the erroneous debt that Verizon has on me. I joined Verizon Home Internet on the ACP program in August 2023. Never used the service at all. In fact, it stayed in the box. I rent a room in a house that offers internet/cable services through Xfinity. Initially, it might be worthwhile to keep in case needed as suggested by a representative. The services were never used. In July 2024, the ACP program ended. I told Verizon to get the box. The representative told me I could keep the box, and it would be paid for under the "Pay it forward" plan. September came around, I received a bill. Again, the box still hadn't been used because I had services through Xfinity. I requested that Verizon send me a return label for the equipment. I finally received the label in November and promptly returned. I reached out to Verizon to confirm that I got it.  They advised that the balance would be adjusted to zero. In January, the account was sent to a collection agency in error. It was also reported to the credit bureaus, damaging my credibility because it showed a collection account. I complained to customer service. A customer supervisor confirmed receipt of the equipment in inventory and advised that it was an error. The account was supposed to come back to Verizon and the account zeroed out. The account was closed by the collection agency and returned to Verizon. Instead of correcting the error, it was sent to another collection agency, damaging my credit again.  I spoke to a supervisor who advised the account would be closed out from the agency and corrected by Verizon. I have emails from Verizon confirming this would be corrected. In August the account had not been corrected. I complained to Verizon.  An email was sent to me confirming when the account was returned it would be adjusted. The account was closed out a second time . And now sent to a 3rd collection agency. Causing further damage. I have tried several  to contact Executive Complaints and getting no where, This is very damaging. Please reach out. 

[vzw_customer_support]

Hi there. We sent you a PM to help get your account and billing concern resolved. 

-Will