Billing-Need to correct bill

[LyonG]

I am trying to adjust a billing issue.  

Two weeks ago, I signed up for a Netlix perk ($10) and a Disney perk ($10) and while I was registering the Netflix perk, a pop-up appeared.  I clicked on it thinking it was part of the registration/activation for the account.  No- with that click- – I now have both a $10 Netflix Perk and a $16 Netflix without ads.  I then stopped any further activity and spoke with Verizon on the phone – for 2 hours.  The agent was helpful – she said that the perks would be removed  (as I was frustrated at the overall activation process) and she would open a trouble ticket for the $16 as she could not do it.

Earlier this week I got a text that my bill would be $36 more (the $16 for the Netflix that I do not want; $10 for the Netflix perk and $10 for the Disney Perk).  I spent close to 2 hours online this week and was transferred to 3 different chat contacts.  The last chat contact said I had to wait until October 4 to see if it was corrected; then he stated September 4.  I get billed on the 17th each month.  Then, when I said that I should really be talking to a supervisor he said that the supervisor would do the same thing as he.

What is my recourse to get at least the $16 removed?  At this point, I want all of them removed. The $16 Netflix, $10 Netflix perk and $10 Disney perk.   I can’t seem to get a straight answer.

[vzw_customer_support]

Good morning. Thank you for reaching out to us with your billing concern. To better assist you, please tell us. What is the billing cycle covered on the most recent bill? What they were the 2 perks removed? 

~Maria

[LyonG]

Thanks for the response - let me put together the info and I'll provide this week. 

[LyonG]

Timeline-Part II:

• 8/7/24 – Received Verizon text stating Bill total amount due $142.11 and auto billed on 8/17/24.
• 8/7/24 – I checked the Account Overview online - it was $142.11 AND stated it would be auto billed on 8/19/24.   The Account Overview also stated Perks:   Disney Bundle – cancelling soon.   Netflix & Max -Setup. (This also stated on 8/1/24 for both perks).   There is no line item on the account overview showing the $16 for Netflix.
• 8/7/24 – From 11:13 am to 12:47 pm – I chatted online with 3 agents.   I was told since the invoice cycle was the 4th – I would have to wait until the next invoice date to see if it resolved.  (First it was stated 10/4 was next cycle; then agent corrected to 9/4).   An updated order was provided but I did not accept it as it still showed the $16.   
• Overall, the 8/1/24 order was before the 8/4/24 invoice.  And, what happened to the Trouble Ticket for the $16?  I took action before 8/4/24.
• I SHOULD NOT HAVE TO WAIT UNTIL 9/4 to get resolution and I should not get billed on 8/17 or 8/19 (whichever is correct) for $142.11.

[LyonG]

Timeline-Part I:   (Sorry- I've had to repost multiple times due to size/format- Part I and Part II.

• 7/23/24 – Signed up for two $10 Perks (Order # VA12046293714). When activating Netflix Perk – inadvertently signed up for Netflix w/o without Ads $16.   So,  stopped activation.
• 7/23/24 Order Summary Total:  $126.11
• 8/1/24 – Spoke with Billing online (@ 2 hours); the two $10 perks were removed but the Netflix w/o Ads could not be.  (Order # VA12050264262). Billing (Sandra- helpful) opened a trouble ticket for the $16.
• 8/1/24 - Order Summary Total:  $122.11 - included $16 for Netflix Premium; removed two $10 perks.

[LyonG]

  Timeline:

• 7/23/24 – Signed up for two $10 Perks (Order # VA12046293714). When activating Netflix Perk – inadvertently signed up for Netflix without Ads $16.   So, I stopped the activation.
• 7/23/24 Order Summary-Monthly Total:  $126.11
• 8/1/24 – Spoke with Verizon Billing online (up to 2 hours); the two $10 perks were removed but the Netflix w/o Ads could not be.  (Order # VA12050264262). Billing (Sandra-quite helpful) opened up a trouble ticket for the $16.
• 8/1/24 - Order Summary-Monthly Total:  $122.11 - included the $16 for Netflix Premium; removed the two $10 perks.
• 8/7/24 – Received a Verizon text stating Bill total amount due $142.11 and will be auto billed on 8/17/24.
• 8/7/24 – I checked the Account Overview online - it was $142.11 AND stated it would be auto billed on 8/19/24.   The Account Overview also stated Perks:   Disney Bundle – cancelling soon.   Netflix & Max -Setup. (Also stated this on 8/1/24 as well for both perks).   There was no line item on the account overview showing the $16 for Netflix. (and I could not readily find it).
• 8/7/24 – From 11:13 am to 12:47 pm – I chatted online with 3 different agents.   I was told that since the invoice cycle was on the 4th – I would have to wait until the next invoice date to see if it resolved.  (First it was stated 10/4 was next cycle; then agent corrected to 9/4).   An updated order was provided but I did not accept it as it still showed the $16.   
• Overall, the 8/1/24 order was before the 8/4/24 deadline.  And, what happened to the Trouble Ticket for the $16?  I took action before 8/4/24.
• I SHOULD NOT HAVE TO WAIT UNTIL 9/4 to get resolution and I should not get billed on 8/17 or 8/19 (whichever is correct) for $142.11.