No Pro-Rated Final Bill, despite being told otherwise

[NoProration_515]

I recently cancelled my FiOS Stand-alone internet. When I did, I was told by customer service I would receive a refund of my bill, and to just pay the pre-paid bill of $64.99. This bill, dated 1/18/2020 was for services starting 1/19/2020 through 2/18/2020. My service was disconnected on 1/26/2020. I paid the bill shortly after disconnecting.

Today, I checked my bill (dated 2/18/2020) expecting to see the credit. However, it merely shows $0 due. I went on the chat and asked why the credit was missing. After checking my account, the chat rep noted that service was discontinued on 1/26/20. The rep agreed that I should receive a credit, but noted they could not help me receive said credit. They instructed me to call the financial services department (1-800-Verizon, option 1).

I called and told the woman on the phone my issue, and that I have no prorated credit on my bill. The woman checked my account, and noted that since I have stand-alone internet, that I would not be receiving a credit.  I mentioned that this is the first time I heard it, knowing 2 other reps told me otherwise, and knowing that no one informed me of this when I called to disconnect. After hanging up, I did my due diligence I did not see this anywhere in the terms of service.

I looked on the website to see if I could see anything about what she mentioned as well. I came across the below two links, which seem to mention nothing about stand-alone internet, and actually seem to indicate that I should be receiving a credit.

https://www.verizon.com/support/residential/account/pay-bill/final-bill

https://www.verizon.com/support/residential/account/pay-bill/refunds

After searching the forum, I see there are a number of other people with this issue.

Can someone please assist me in determining where in the TOS this is located, and why I will not be receiving a credit refund? If it is not in the TOS, who can I speak to (outside of Financial Services) in order to help me get my credit applied?

The other issues I found are below:

https://forums.verizon.com/t5/My-Verizon-Account/Misled-3x-by-Fios-Customer-Service-about-Prorated-I...

https://forums.verizon.com/t5/My-Verizon-Account/Pro-rated-final-bill-for-Fios-internet-services/td-...

 https://forums.verizon.com/t5/Fios-Internet/No-bill-proration-after-cancellation/td-p/855582

 https://forums.verizon.com/t5/Fios-Internet/I-am-charged-for-full-month-when-cancelled-my-services-d...

 https://forums.verizon.com/t5/My-Verizon-Account/Payment-not-prorated/td-p/831418

[KH-OrnEsh1]

Hi NoProration_515

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. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.