Refund after account is closed due to the passing of a family member


We are trying to receive a refund for an account of a deceased family member.  It has been a very painful, long process closing all the accounts and her estate.  She has a special needs son and we are trying to help settle all the estate balances in order to best help him. 

We were told to take the death certificate to the Verizon store, which we supplied to them a few months ago, and the account was closed officially. 

We did pay all the balance bills for the account, on time. 

We now are receiving statements stating there is a credit on the account, for two months now, and are awaiting a refund like we were told at the Verizon store.  

We cannot reach anyone at Verizon who can help us on the phone because they need her PIN number. 

We just spent an hour on the chat with Verizon and they could not help us either, because we do not have the deceased's PIN number. 

It has been very frustrating. 

We are concerned because there are numerous complaints on this message board of the same issue.  Other utility companies like gas and electric have refunded her balances after a short time. 

I hope someone at Verizon can help.  Thank you.  

Re: Refund after account is closed due to the passing of a family member
Moderator Emeritus

Hi Catzim,

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. 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.