Still being charged months after canceling all services and returning equipment


I have spoken to probably 15 different people and wasted hours upon hours of my time over the past two months trying to cancel all of my Verizon services. I initially spoke with three separate individuals back in the middle of November to move my Fios services to a new address. All three of them failed to inform me that Fios was unavailable at my new address. It was not until the technician showed up to install an inferior DSL internet that I was informed I could not get Fios at my new address.

At this point, I called in to cancel all Verizon services and was told that everything would be terminated and I would receive an email confirmation. After not receiving this email, I called back in the following day to confirm, only to be told that my cancellation had not been processed, despite providing the representative with a confirmation number. I again told them that I wanted to cancel all services and was told this was complete. About a week or so later I received an email with another bill. I called back in and was transferred to 4 or 5 people until I finally spoke with someone who was seemingly helpful. I informed them that I had already canceled several times, returned all the equipment via the UPS Store, and no longer had access to any Verizon services. She confirmed the cancellation with me, gave me a new confirmation number and turned auto pay off on the account. She also guided me through logging in and confirming that the balance was $0 on my end as well. She told me she would schedule a call back with me after the new year to make sure everything was truly terminated. 

Today I received a text and an email with a new bill, plus a past due balance for the previous month. I tried calling back in again and, after waiting on hold for over 30 minutes, spoke with another representative who put me on hold and then hung up after 5 minutes. I am at my wits end as far as what I need to do to here to get rid of Verizon. I have a confirmation code for the cancelation of service and a receipt/confirmation of delivery for the equipment. I don't know what else to do or who to speak with at this point. This has been the most frustrating dealing I have had with a company in my life. Please help! 

Re: Still being charged months after canceling all services and returning equipment
Moderator Emeritus

Hi brandon1111,

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.