Urgent: Ongoing Billing Issue

[concon20020916]

Dear Verizon Fios Team,

I am writing to formally demand that you immediately cease all billing communications regarding my cancelled account. I have already been told on multiple occasions that my account was closed and that I had no remaining balance. Despite this, I continue to receive new bills — which is completely unacceptable.

During my most recent call, I specifically requested to speak with a supervisor. The representative I spoke to stated that “if I paid this, it would be the last bill” and confirmed that a $59 charge was waived because it was added in error. When I asked her to send written confirmation of this, she refused.

I then explained that a previous representative had also told me I had no outstanding balance — and when I mentioned that I had been refused written confirmation last time as well, the supervisor responded, “Do you have that in writing?” This behavior is absurd, circular, and deeply unprofessional. When I stated that I would record the conversation for my own records — as I am fully within my rights to do — she abruptly hung up the phone. This is unacceptable and may constitute a violation of consumer rights.

I have the previous call recorded where I was told there were no remaining charges. I will not be paying another cent toward this account. You have confirmed multiple times that my balance is zero, and any additional billing attempts will be taken up.

I demand that:

1. My email and contact information be removed from all billing and marketing lists immediately.

2. Written confirmation be sent to me within 48 hours verifying that my account is closed and has a $0 balance.

3. No further bills or collection attempts be made against me.

This has gone far beyond a simple misunderstanding. I expect immediate written confirmation that this issue is resolved.

Sincerely,

[SynthpopAddict]

Apologies in advance if this is a stupid question, but did you return the Fios equipment to Verizon?  Fios isn't available where I live, so I'm not sure if corporate stores in the states which do have Fios can accept back the equipment or if you have to ship it somewhere.

As for recording phone calls, not every state is a one-party state, so you're getting into some pretty dicey territory there as CS is outsourced and isn't necessarily even in the US.

[Kh_Femi]

Hi concon20020916,

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 next to your avatar at the top right corner of this page. Response times may vary. Continue to check your Inbox regularly for a reply, and direct all correspondence concerning your issue to the agents who will be assisting you privately.

Thank you.

[vzw_customer_support]

Good afternoon! We did receive word that the account is now closed and should be finalized. 

^CS