Followed Verizon Customer Service Advice and got hit with very high fees
zulu674
Newbie

On October 6, I called Verizon to change our service location because we are moving residences. The customer service representative stated that it would be to our advantage to cancel the service and start a new service at our new location because as existing customers with a contract, we could not take advantage of their newly advertised offers. I agreed without understanding the repercussions of this methodology. The service agent also did not advice that there would be a substantial associated fee and other fees when starting a new service. The day after I called, I received a bill via email, presenting the final service charges of $85.62 for the remainder of the month, along with a $180.00 cancellation service charge. In addition, the new bill for our new location is charging us for equipment that we already own. We are having a charge of $200.00 for a new wireless router (of which we have one that we purchased through Verizon and we are using with our existing service). In addition I noted other charges such as installation charge, Installation during a "peak time" (of which we had no option to schedule at a different time), etc. The manner in which Verizon handled this transfer seemed to our advantage at first, when the service representative presented it to us. However, we realized the high fees that were added after following the service representative recommendation.

Desired Outcome: 

I am requesting that Verizon retract the service cancellation charge, because we are moving service locations and continuing the service with the same company. It is very unreasonable to charge a customer this fee, when we are continuing to use the same company at our new location just a few blocks away. In addition, we would like to ask for Verizon to reassess the charges on our existing account because we can use the equipment that we had before, including the wireless router.
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Re: Followed Verizon Customer Service Advice and got hit with very high fees
ElizabethS
Moderator Emeritus

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.

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