Inadvertant Movie Purchase
lancesl
Newbie

We have had FIOS service for over 1 yr now to date.  Every month we rent movies.  We have no problem paying for nay services we request.  

Recently during the past month my wife made the mistake of purchasing a movie even though she thought she was renting. Somehow the service went from a rental to a purchase on one item and the other was a purchase.

We have a pattern of only renting and not buying any movie ever over the past year.  We only pruchase movies on Blue Ray and DVD when we want them.

I called verizon they said they can't do anything because we purchased the movie and now own it on their equipment. First they said the reason they will not refund me was our agreement with them and I could not locate that section. Then they said that an internal document is giving them guidance on how to handle this problem and I am am not allowed to see it. 

So no refund.

Anyone else ever have this issue?

The controls are obviously difficult to guide thru for someone who does not use it on a regular basis like my wife.  I usually do the purchases with no problem..

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Re: Inadvertant Movie Purchase
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 for 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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