Help! Trying for several months to cancel my play+ service

[pinnyb]

Hi, I have been trying to cancel my play+ services for months and I am at wits end. Hoping someone can help me. Not sure what to do at this point. 

I used to have multiple Verizon services - wireless, FIOS, and play+. But over time, I have had to cancel each one. Cancelled wireless in 2023. Then FIOS in July  2024 when we moved. Finally I tried to cancel my play+ account in October 2024 when the promotional billing ran out. 

No matter what I tried, I could not log into the play+ website to cancel my subscriptions. I tried both my old wireless and my old FIOS credentials. Neither would allow me to log in and see my play+ information. As a result, I was not able to cancel before getting billed by play+ in October. 

In November, I tried calling Verizon for help. The play+ bill in my email lists my old FIOS account number, but the bill itself is sent from Verizon Wireless. When I spoke to FIOS customer service, they told me my FIOS account was closed and I need to speak to Verizon Wireless as they are the ones billing me. When I spoke to Verizon Wireless, they told me my wireless account was closed and I need to speak to Verizon Home as the bill lists my FIOS account number. I tried calling back again and got this same run around. One wireless rep opened a ticket for me but I never heard back. I continued to get billed a few days later for November. 

At the end of  November I called again. This time I spoke to a Verizon Wireless rep who assured me that he found the source of the problem and I would no longer be billed. He also said he would open a ticket to get me a refund for October and November. The refund never came and I got billed again a few weeks later in December. 

We are now in January and I am still stuck with play+ services that I don’t use. My top priority is to get them canceled. I would also like to get a refund (at least for November and December).

Does anyone know how I can escalate this to someone who will actually be willing to research this and help me cancel my account?

Thank you!!!

Pinny