I am a current Verizon customer. I have a bundled plan that includes both cellular and Home 5G internet. This issue has to do with 5G internet (I work full time remotely). Cellular is fine. This issue is with Verizon 5G home internet: Back in November 2023, I had to cancel 5G internet because of poor connection here in St. Pete FL where I work full time remotely. Back in Nov 2023, I attempted to cancel via phone with Verizon. They told me on the phone that they had cancelled and would send a box to return my router. The box still has not arrived.
Fast forward, for the past 3 billing cycles I have continued to be charged for the 5G home internet service. I can provide screenshots to document this.
I called 2 more times over the past 2 months to get this resolved. Again, I was told 5G was cancelled. The box never arrived to return the router. I have been wrongly billed $109.34 for internet service that doesn't work despite my attempts to cancel.
- Long story short, I am getting the run around with the front line customer service at Verizon. I then had to get Chase bank involved because I was unsuccessful with resolving with Verizon.
- This is alarming now. Because I got my bank involved, I'm now on a restricted status where I am forced to go into a brick and mortar Verizon store to pay my bill in cash. I had two in-store reps at Verizon call VRZ Financial Services to try and lift the cash only payment restriction and both reps were unable to do so.
- My goals are simple: 1. Keep my Verizon cellular service 2. Cancel Verizon 5G internet 3. Be refunded for $109.34 and 4. and have the 'cash only' payment restriction lifted so I can continue to be a Verizon cellular customer and pay my bills online. I don't think this is a tall order.
Can someone on your team please help? I wish it didn't have to come to emailing corporate but I need to protect my finances and well being.
I know how frustrated I would be if I had tried to cancel a service multiple times to learn that I was still being billed, marytaylor15. We're sorry to learn of this experience and we aim to get it corrected. Please be on the lookout for a private message from us so we can better assist.
-Joseph
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