BIG MESS: Account Merged in 2014, Moved Apartments in 2015, New Account Created, Old Account Split

[Bluman56]

I've never had to experience such frustration with any company before.

In May 2014 we signed up for FiOS Internet and Phone service. For whatever reason, we got two different bills for 3 months or so until they were merged into one bill (under our Home Phone Number Account). In July 2015 we moved apartments but opted to keep FiOS Internet. Our last bill for the old Apartment (under the Home Phone Number Account) was paid and Verizon was called to close that account since we didn't live there anymore. HOWEVER, Verizon KEPT SENDING US BILLS FOR THE OLD ACCOUNT IN THE OLD APARTMENT. In our new apartment, we had a NEW, DIFFERENT ACCOUNT NUMBER COMPLETELY STARTED FROM SCRATCH WHEN WE MOVED IN. We called Verizon many times over to resolve this issue and they only removed Freedom Essentials (Home Phone) from the recurring bill on the OCTOBER 2015 Statement (3 MONTHS AFTER THE ACCOUNT WAS SUPPOSEDLY CLOSED). However, they kept charging for internet for the OLD ACCOUNT (still on the Home Phone Number Account) until the January 2016 bill where they CHANGED the account number BACK to the original account number associated with our Internet Bill in May 2014 (before the merge). On our February 2016 bill, they finally removed the Internet service from the original account associated with with FiOS Internet and refunded us a couple dollars for overcharging in the last VALID bill before our move to a different apartment. 

You would think that now that both accounts are closed, that the case is settled, right? NOPE. A couple days ago, we got a letter from A COLLECTION AGENCY requesting payment for the bill FROM THE OLD APARTMENT with the Home Phone Account Number. The same bill that they removed Freedom Essentials but left FiOS Internet. The same bill right before they split it into the older account... I am beyond done trying to deal with people over the phone more confused than I am because of this ridiculous mess Verizon has made. I would appreciate some guidance on where I could get this finally resolved and move on.

I happily pay my current VALID Verizon FiOS Internet bill at my new apartment, but I refuse to pay an INVALID bill on a closed account.

Thank you for reading.

[ElizabethS]

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 here on the forum, and look in the middle, right at the top 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.