Overcharged for Fios for 11 months
SusieG07
Newbie

I am writing to complain about being charged for “The Most Fios TV” service for 11 months November 2022 - September 2023. 

I returned the set top box equipment in November 2022, and I had talked to customer service about returning the equipment so that my service would be discontinued.

I did not discover that charges for the service continued until September 2023.  I spent hours on a chat call with a representative with no resolution.  I also chatted with a Supervisor who then sent my call to billing.  I was then cut off and lost the chat.  All the hours of discussion were gone, not to be retrieved when I asked to be reconnected with the person(s) with whom I was chatting.

Overcharged Amount:

November -  August $103.00 x  10 months = $1030.00

September - $110.00

That is $1140.00 of being charged for a service that I could not have possibly used because I did not have the equipment. 

I am asking that Verizon do the honorable and ethical thing by refunding the overcharges based on the fact that I did not have a Set Top Box.

I have been a loyal customer of Verizon services (both Fios + Wireless) for well over 10 years and this is not the customer service I am used to experiencing with Verizon.

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Re: Overcharged for Fios for 11 months
kh-gary
Moderator
Moderator

Hi SusieG07,

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 the envelope icon that appears at the top right corner of this page. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.