Called Verizon twice to cancel my home phone - still not canceled

[carnivale]

I switched providers and was told to call Verizon back on 1/14 to cancel home phone.

Called and got a rep that told me that phone number was being ported by Comcast. They couldn't cancel service.

 I did not request it to be ported as I received new number from Comcast.   Rep told me to call back on 17th.  I called back and was told phone service canceled and I would get a partial bill for January.

I check on the 26th with verizon -phone service still not canceled, not confirmation number and billing has sent full month's bill.

I JUST WANT TO CANCEL MY OLD NUMBER THAT RINGS STILL WHEN DIALED - NO MESSAGE OUT OF SERVICE!

[LawrenceC · Accepted solution]

Hi carnivale,

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 for the forum and look at the top of the middle column 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.

[Verizon_Support]

Hi carnivale,

We've had to close your private case since we haven't heard from you in quite a while.

If you should have any other questions for us, please reach out to us on this public board.

Best,

Art

[paulinca]

Diito for me, for I had identical experience when I called Verizon FIOS to cancel my Double Pay Service (Internet + TV) on 12/19/2014 and received cancellation confirmation # {edited for privacy}, but still did not receive any UPS package to return the FIOS equipments back to Verizon.  I called again 5 days later on 12/24/2014 to ask why I still did not receive any retrun package to send back my FIOS equipments and why I was charged for the service period between 12/21/2014 and 01/20/2015 after my cancellation request made and confirmed on 12/19/2014.  I was then assured by FIOS customer representative on my second call to ignore the bill because my cancellation request was confirmed and I would be receiving the return package soon.

Another two weeks went by with no response or package received, I called again on 01/06/2015 to inquire about the return package for my FIOS equipments; this time I was told by the customer representative person that the previous cancellation request back on 12/19/2014 had not been processed at all; therefore, she would process my new cancellation request effective as of 01/06/2015 with the confirmation #  {edited for privacy}; consequently, I willl be charged for some amount due to my "active" service between 12/19/2014 and 01/06/2015 eventhough I had requested for cancellation on 12/19/2014.  This incident shows that to cancel FIOS services is difficult, requires lots of follow-up and ends up costly for me as one of its customers to pay to two different providers concurrently for a same cable service.  Hope that someone from Verizon FIOS CS to review my case and come up with proper resolution to fix its mistake.

[LawrenceC]

Hi paulinca,

Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

[paulinca]

Hi LawrenceC,

Thank you so much for your quick response regarding the prolonged delay of my cancellation request initially made last year on 12/19/2014.  I have been waiting for Verizon FIOS agent to contact me directly via either email, private message or billing telephone number on my Verizion account, but I still haven't received any contact yet.  Will keep on watching for the  contact then.

Regards,

paulinca

[ElizabethS]

It can take up to two business days.