Fraudulent billing of the elderly

My parents were admitted to assisted living.  They properly cancelled their Verizon Fios home service but still got bills - which my 95 yo father paid.  I called to get them credited, got a confirmation number and still, months later - they have not received the $300+ credit.   It is impossible to reach a customer support/billing person about this issue. 

Re: Fraudulent billing of the elderly

Hi sevans7777s,

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 your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. 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.