Billing nightmare

My bill has been incorrect since March. At that time, I returned a defective DVR to the local Verizon store, picked up a new DVR and agreed to a new 2 year plan. I recieved a confirming e-mail that the estimated monthly bill would be $194.50. Every month since my bills have been around $226 because the system shows that I have 2 DVRs instead of one. I have the two TV package, one DVR and one non-DVR set top box. Each month I have spoken to agents who I beleived corrected the bill for the duration of the contract but appraently only issued a voucher for that month. On a couple of occasions the agent said that the $194.50 price was no longer available. I am not looking for a new contract; I simply want to have Verizon to honor the price that I agreed to in March and have that price continue until March of 2018. One agent would not believe I had returned the defective DVR until we did a three way call with the representative at the local retail store.
Whoever can help to straighten this out, or point me to the right contact at Verizon, I would gladly give you kudos in the community.


Re: Billing nightmare
Champion - Level 1

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.