We had two years of free HBO subscription which ended in late April this year. We found out we were billed for HBO on our last bill, so we went ahead to cancel it around 4/26 (not sure about the exact date). HBO stopped in a couple days, so we wonder if we should pay the full amount on the bill which included HBO.
So we called and was told we should go ahead pay the full amount, and we will get a credit back on our next bill since we didn't have the full month of HBO. However, when we received this month's bill, we don't see any credit back. So we got online to chat with another agent and was told we got "misinformation" last time we talked to an agent on the phone. And there was no credit whatsoever, because we cancelled the subscription "AFTER" the bill was sent!? So we were lied into paying the full month of HBO and got cut off two days later? And now was told we were "misinformed"?
The agent online was very patient and nice in trying to explain to me that it's not their fault at all, no matter what we were told on the phone. Does this mean I should not believe whatever any agent says when I make an inquiry??
We will take this to BBB or FCC, or anywhere we could to straighten this billing thing out. It shouldn't be the customer's fault when a company cannot coordinate their internal procedures on handling billing and services, and it shouldn't be the customer's responsibility to confirm the "correctness" of information told by the company's agents on phone or online.
Since we don't use Verizon's email accounts any more, it wouldn't be too big a problem to switch to another provider, although we truly hope we can stay with Verizon FIOS. Please let us know what IS the true policy on billing and cancellation, not to say one thing when pushing the customers to pay, then the other when giving back the due credit.
Paul and the family
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