Misled 3x by Fios Customer Service about Prorated Internet Refund/Credit After Disconnect
Enthusiast - Level 1

I was informed by FIOS customer service on three separate occasions (three different representatives—chat, phone, in person when I returned equipment) that I would receive a prorated refund/credit for internet services paid in early April for the billing cycle of 3/11/18 through 4/10/18 after disconnecting as of 3/13/18.  

I waited, waited, waited.  Today I went on the chat and asked about the refund status.  After checking my account, the chat rep confirmed that I am owed a refund credit because I only used two days of the last cycle.  He instructed me to call the financial services department.

I called and was told that I have no prorated refund/credit due because Fios charges for whole billing cycles with stand alone internet.  I mentioned that this is the first time I heard it, that three other reps told me otherwise, no one informed me of this when I called to disconnect, and I did not see this anywhere in the terms of service.

I asked the rep to please help me find the terms providing that there is no proration of final cycle charges following disconnect.  He said he “wish he could” but that I had to look on the website.  

I looked on the website and on my account.  All I found are these, which I read previously and nowhere state the purported “no proration” policy:



Can someone please show me where the “no proration” policy is located?  I am baffled by the rep’s refusal to help me find it.  I may be overlooking something.  Please help.

Even if this policy does exist, the misinformation provided by prior reps lulled me into trusting Verizon.  I no longer do, even though I have been a customer of Fios and cellular for many years.  In the past, I have always received a refund/credit prorated for the last month.  Why not now, and where is this written?

I am not a consumer advocacy lawyer, but Verizon’s actions strike me as extremely deceptive.  I’m not the only one:





Re: Misled 3x by Fios Customer Service about Prorated Internet Refund/Credit After Disconnect
Moderator Emeritus

Hi ConfusedByFios1,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.