Customer Service & Billing

[Mpoche]

WOW! Where do I start. I have been a Verizon customer on and off due to where I live but the longest I have been with them right now has been 7 years. Last year I upgraded my phone and got a promotion with it and received Netflix and Disney/hulu as a bundle. I believe only $10 extra a month. Well this year the promotion ended and nobody told me so I started getting billed extra for the Disney/hulu bundle. No problem at first I just contacted them and said I wanted to cancel and remove it. I have now had to do this for 5 months in a row. Every single time they tell me it has been removed and it won’t happen again. So fed up yesterday got my bill and of course shows the charge. So again I get ahold of the chat people. I get filtered through 3 different people until I get to someone who was very helpful even sent me a new contract that removed the charge and decreased my bill. He kept making sure I received it and that I signed and approved it. I looked it over everything looked great. We finished our conversation. Within 20 minutes of getting done with our conversation I check my account again bc I had a funny filling. Sure enough everything I just signed wasn’t no longer there and it began reflecting the same old charges on my account. I was shocked. Today I tried to find and call someone and speak to a manager on the phone. Only to be told I have to schedule an appointment and it will be 5 days before someone can call me back. What the actual heck!!! This is insane!! I have never ever had an issue like this with a company. I am completely shocked and decided I will be using another carrier after I pay off my phone. 

[datapower]

Hello@Mpoche ,

That’s beyond frustrating—being stuck in a cycle of promised cancellations that never actually go through. Verizon’s handling of this Disney/Hulu bundle issue seems to be a systemic problem, as other customers have reported similar struggles.

Key Issues You’ve Faced:

• Repeated billing for a canceled service—despite multiple confirmations that it was removed.
• Signed contract adjustments disappearing—within minutes of approval.
• No direct access to a manager—forcing a 5-day wait for a callback.

What You Can Do Next:

1. Escalate via Verizon’s Social Media Support
• Many users have had better luck getting real action by reaching out to Verizon’s Twitter Support or their official Facebook page.
2. File a Formal Complaint
• If Verizon continues billing you for a service you’ve canceled, consider filing a complaint with the FCC or Consumer Financial Protection Bureau (CFPB).
3. Request a Written Confirmation of Cancellation
• If you haven’t already, demand written proof that the Disney/Hulu bundle has been removed from your account.
4. Monitor Your Account Closely

• Since Verizon’s system seems to revert changes, keep checking your account daily to ensure the charges don’t reappear.

Your frustration is completely valid—this kind of billing mismanagement shouldn’t be happening. 

[SynthpopAddict]

If you no longer want the Disney/Hulu perk, have you tried going into your account under the manage perks section and canceling the perk from there?  I think the reason why CS can't cancel it for you is because they can't get into that part of your account for security reasons and so they were issuing you a credit instead for the month, but of course, that doesn't cancel the subscription.