Verizon holding refund

Cancelled our service in May 2017 -  we were part of Verizon's combined billing with DirecTv and due to a Verizon error our final bill was overpaid by $163.59 in June.  Verizon documented the overpayment/credit on the bill date July.  On the bill date August they listed a "final bill refund" on 7/17 in the amount of $163.59.  HOWEVER - they don't send the refund.  They found another Verizon customer - same name since there are (3) generations of this family - different billing address and different personal information - but Verizon decided to apply our refund to  this other customer's past due bill.  This is October and still the only resolution is that customer service will once again request the correction and we should call back in 7-10 business days.   Have spoken to various "supervisors" in financial services and they can see the problem - request the resolution - and someone "above" them won't take the time to read the notes - review the accounts - and issue the refund.  

Re: Verizon holding refund
Moderator Emeritus

Hi Doc2,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.