Billing Issue

[GGonz]

In preparation for a move, I had contacted Verizon to see about disconnecting service as I would not be the account holder at my next location for the internet and did not want ownership. 

To avoid paying for several weeks of internet I did not need, I was going to cancel ahead of my billing date. I contacted an agent on Verizon's chat interface to see if I could schedule a cancelation. I was told they could not schedule and so I said I would just cancel closer to the end of my billing cycle. The agent (agent 1) then repeatedly told me I did not need to as I would be able to have the bill prorated and receive credit back on the next bill for the days between my cancellation and previous billing cycle. Skeptical, I asked the agent to clarify several times that what he is saying actually applies. I made sure he clarified exactly how many days I would be charged for and asked if the amount if close to what I thought it would be. I was GUARANTEED by him that it was going to be prorated. Trusting his advice, I followed his instruction and waited until I moved out to cancel.

Upon trying to disconnect my service, my next agent (agent 2) asked for my cancelation date and told me it could NOT be prorated at all (basically telling me i would be burning money) and told me thats why it is best to cancel close to the end of the billing cycle. I told him I was told by an agent in my last chat that I could be prorated and I acted on his information and that I was going to cancel close to my billing cycle ending but was convinced otherwise by agent 1 that I didn't need to. I told agent 2 I had screenshots of this discussion but I asked if he could also pull the log of this discussion. He did find it and apologized for the misinformation provided and said they dropped the ball on that, but I there is nothing else he can do and I am still responsible for the full bill. I expressed how I felt cheated by the first agent, how I was going to do the original plan of canceling closer to my billing cycle and the only reason I am stuck with this bill is because of his suggestion that I made every effort to make sure was accurate and gave him every chance to correct his statement. That fact that Agent 2 said there is nothing I could do really upset me as I do not feel responsible for this charge. I told them I was still fine with paying what agent 1 said it would be for the days I used it.

I would appreciate any resolution to this as I am frustrated, extremely hesitant to take any suggestion or advice from a Verizon agent, and would avoid their service in the future if this goes unresolved. 

[kh_jenn]

Hi GGonz, Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately. Thank you.