Bill Cancellation

[ResolveNow1]

Hello.

I signed up for free 30-day trial period of 5G home internet last July. Days before the free trial period ended, I sent the rep who signed me up an email informing him that I wanted to cancel the service, and unplugged the equipment. Although he had responded previously to set-up and service questions I had emailed, he did not respond to this.  Getting through to you on the phone is very difficult, and it was only a few days after the trial period had ended that I finally got through to a rep to cancel. That rep instructed me how to return the equipment and assured me there would be no further billing once they received it. That was the first time Verizon assured me there would be no further bills.

I returned the equipment. You received it. But you kept billing me for a month of service I did not use. In one of my many calls with Verizon, they verified that the ID number of my equipment had not been used after the end of my trial period.

One representative told me I had to go to a physical Verizon Store and have the manager contact your billing department on my behalf to resolve the issue. I did this, and that poor manager over two days spent over an hour on the phone with your billing department. In the end, your billing department told him that the bill would be dropped, and that Verizon would contact me within a couple days to confirm the details. They even provided a tracking number for the case. But the bill was never canceled. This was the second time Verizon agreed to cancel the bill but did not follow through.

I managed to get through on the phone once again, and after going through all the details again, details the rep could see on her screen, she put me on hold to speak with her supervisor. When she came back on, she said she was happy to inform me that the billing was in error and would be canceled, and that I would be contacted in a couple days with the final resolution. I was never contacted, and the bill was not cancelled. This was the third time Verizon agreed to cancel the bill but did not follow through.

Verizon submitted my bill to a collection agency. I sent that collection agency a five-page letter with accompanying documentation refuting the bill. That collection agency evidently agreed with my refutation of the bill, because they dropped the collection effort.

Now Verizon has submitted my bill to yet another collection agency. I have had derogatory notes put on my record with the credit reporting agencies. I have lodged my refutation of this bill with these credit reporting agencies. This second  collection agency, which has a ton of Better Business Bureau complaints against them, will not even tell me where I can submit my documentation, as I did to the previous collection agency.

Enough! Verizon has agreed multiple times to cancel this bill, but they never follow through. This has been going on since the end of summer last year. I am tired of being repeatedly lied to by Verizon regarding a resolution of this bill, I am tired of being dunned for a bill I do not owe, and I am tired of Verizon damaging my credit rating with false information.

Enough! Please contact me and let's get this resolved at last. 

[vzw_customer_support]

Hello ResolveNow1. We’re so sorry to hear about your experience. That’s not how things should go. So we can better assist, we will be reaching out via Private Message. -Dee