Unresolved Billing Dispute
Enthusiast - Level 1
I have been trying to reach out to Verzon's FIOS service customer Service Reps to be able to resolve my billing dispute since March 2016. After repeated calls and assurances that a ticket has been opened and someone will get back to me in a few days I have no other option but to submit a FCC complaint ticket.
Background below:
I placed an Internet only order with Verzion FIOS with 100/100 MBS speed. As per the order placed the total amount per bill was supposed to be $49.99 per month and no equipment was ordered (no router since I was using my own router).
But when the bill started coming I noticed that Verizon was charging me $84.99 for 150/150 MBS service and additional $10 for equipment. In addition to this they charged me for equipment and services (initiall installation) for $95.59 that was waived as part of the promotions. Please see the attached order details.

I have been trying to get in touch with the verizon billing customer service multiple times and all have mentioned that a billing dispute ticket has been opened and seomone will get in touch with me, but no response from the verizon. Until now when a bill of over $600 is due on my account and they want to cancel my service. Every time I call the Verizon FIOS customer service I have to explain them the whole situation and they say the same thing that we will open a tciket and soemone will reach out. In March I have forwarded the Order details to the customer service rep for evaluation and still no reply from the Rep. The forwarded email is attached which details the monthly bill that I should owe.
1 Reply
Moderator Emeritus

Hi Guneit,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases." You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.