My father passed away recently. After searching online for information regarding how to cancel his home internet Verizon account, I read that I needed to go in person with a death certificate and his bill to a Verizon store. I went to a Verizon store, and was told by the staff that I needed instead to go to another Verizon store. I went to Verizon store #2 where no staff greeted me until 10 minutes had gone by. After telling a staff member my problem, he went to the manager, who told me I needed to go to a 3rd Verizon store. At the third Verizon store the reps were sitting around. Again, no one greeted me until several minutes had gone by. When I told the rep who finally did approach me the situation, he said that lo and behold I needed to go online to handle the situation. A perfect circular runaround on your part Verizon.
Since Verizon is clearly incapable of a coordinated response, to say nothing of training its store personnel in professional behavior, I will wait until my father's credit card vendor closes his account. Verizon can then try to collect future bill payments from my father. You can find him in a cemetery.
And please spare me the nonsense of encouraging me to call yet another Verizon phone number that is just a maze of voice menu options that all go to the same chatbot.
Hello Harold89_2, we are really sorry to hear about your loss. Our condolences go to you and his loved ones. I definitely want to make sure that we no longer collect any payments and that we cancel his service if it is no longer needed. I will be reaching out to you via private message to better assist you.
-Luis
Hey Harold.
We apologize that this process has been so frustrating for you and we are sorry about the loss in your family. In order to cancel services you will need to call this number 1 (800) 837-4966. They are available Monday – Friday, 8:00 am – 6:00 pm and will be able to assist you with this matter.
^JMW
So I called the 837-4966 phone number above this morning. THE EXACT SAME RUNAROUND: Voice Menu with a promise to get a call back from Verizon on another day. Verizon, you will not be getting any more payments for my late father's account. You can try to reach him in the graveyard.
This online review of Verizon's protocols is spot-on:
"Verizon gets terrible marks for Atticus' Legacy Review of their closing account process after someone dies, as they have very little devoted in the way of resources to this subject. Even so, there policy and their process is similar if not identical to other wireless providers, however, Verizon has received nasty consumer reviews. Until they put their policy in writing on the web and make things better for their clients, Verizon gets one of our lowest scores. Hopefully, after receiving this less than perfect mark they'll write one for their clients."
https://www.weareatticus.com/learn/how-to-cancel-verizon-account-when-someone-dies
Also please also try the link below to get these services deactivated.
https://www.verizon.com/inhome/myvzwidgets/ns/dglb
^JMW
Harold, you're not alone. Your entire scenario has been playing out for me as well with trying to get my mother's internet service cancelled after she passed last month. An hour on the phone, to be told I could only close her account at a store (any store, I was told), and three stores later, I gave up and called customer service again. I actually thought someone helped - turns out they disconnected our internet service instead of my mother's!
Now my daughter has to do homework at a neighbor's, and I cannot work from home until a tech comes in four days to reconnect us. And my mother's cable is still not cancelled!
I am normally a patient person, but to be treated like this, especially at such a painful time, is unacceptable. I wish I had just let her account get cancelled for non-payment.
Nan46 we never want this to be the experience especially when dealing with a lost loved one. I am sending you a Private Note so we can work on getting this taken care of for you now. Or you can use this link http://spr.ly/6605NJnTH
-Kaye
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