Billing issue and refund

[justinandbecca]

My wife and I have been loyal Verizon Fios customers for MANY years. We moved in August of 2023 from our home in PA to our new home in NJ. During our move, my wife called to have the Verizon Fios account closed, as determined it was in our best interest to use the Verizon Wireless Gateway internet and simply use streaming for our home television. We were informed the service would be disconnected. We moved forward with our move, got our children settled into their new school and into our new lives in NJ, but in March 2024 we found routers and cable boxes associated with our Verizon Fios account in boxes as we continued to unpack our lives. These items were promptly returned, and it was discovered that our Verizon Fios account was still active and still billing. I was furious, and made yet another effort to disconnect and seek refund. I was informed that someone would look into the account and ensure it was disconnected. Both my wife and I underwent several employment changes, and only recently did I realize that not only did the Verizon Fios service NOT get disconnected, but that we were still being charged. I tried yet again to have the service disconnected and a refund for services never received. I spoke with Kathy from the NY customer support office (she gave me this info). She too said something was wrong internally, that Verizon Fios messed up and that someone would be calling me the day after Christmas to help resolve the issue... but once again, crickets. Nothing. I tried calls, and even spent over 5 hours on a chat with Andrea today. Once again, I got nowhere. To date, we have been billed over $2,700+ dollars for services we never received and never intended to receive. Verizon Fios just continued to bill us. I will be placing a stop payment immediately on any future charges from Verizon Fios, and will be looking for a new phone provider as well. Verizon Fios has made it a miserable experience for me and my family. The fact that the customer is the LEAST of Verizon's priorities especially after being a loyal customer and paying the high costs associated with their service is something I will never forget. I will be sure to preach this experience to all friends and family. For a company that makes billions of dollars in revenue each year, I am saddened by the lack of appreciation for well paying customers. My only hope is that by posting this, someone who has any degree of a moral compass within Verizon Fios will help us resolve this issue, and I'm sure the many others out there with similar issues.

[kh_jenn]

Hi justinandbecca, 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.