REFUND!!!!!

[Gillie1]

I cancelled my home phone and internet account and an owed a refund but am still waiting for it to go on my credit card!  what is the dealy??? There was never any problems taking the payment out! Am  I going othave to go to the BBB

[ElizabethS]

Have you called Verizon and asked when it would be issued?

[Gillie1]

YES--- Been dealing with them for a month now! absolutley horrible service!  They issued a check in my DEAD husband's name---- apparently when I asked them to change the account to my name and billing info over a year ago, they only added me and kept him on!  Absolute stupidity. So they issued a new check "in care" of me.  Now they are trying to tell me I owe them the amount of the refund???  Because thye had to issue a correction check??? CRAZY! I have spoken to two supervisors and  they cannot seem to get this fixed! I OWE NOTHING!!!!!! Now the superviosr won't even call me back. They initially told me they couldn't refund my credit card because the account was closed and they no longer had my credit information. Now they are saying they are going to bill this amount to my card? So someone somewhere is LYING to me!  This is disgusting that I am being put through all of this due to incoompetency after the horrendous year I have had. I WILL NEVER DO BUSINESS WITH VERIZON AGAIN.

[ElizabethS]

Hello Gillie

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.

[Gillie1]

An agent will be of no help! I spoke to one this morning who couldnt help and her supervisor wasn't there!  Still waiting for supervisor "Terry" to call me! This is not rocket science!

[Gillie1]

Still waiting.... what a surprise!

[LawrenceC]

Hi Gillie,

Please allow two business days for a reply from the eCenter team.

[Gillie1]

Really?????. I spoke to someone this morning and the supervisor was supposed to get back to me today and NOTHING! The WORST SERVICE ever! This has been going on for months and I've had enough. I am not contacting you again and I'm not paying for your errors. I will instruct my credit card company to deal with your absolute incompetency. I have also reported to BBB.

[marmagness]

I am a former Verizon customer and had been waiting for my $168 credit refund (Verizon service was stopped 10/31/2014).  I had spoken to Customer Service reps and received promises, but no refund. On 2/1/2015 I finally wrote to the Better Business Bureau (http://www.bbb.org) and the Federal Communications Commission (https://consumercomplaints.fcc.gov/hc/en-us) to complain. I received a message the following day from the BBB and one more day, a call and email from a Verizon Senior Analyst. My refund check arrived by Fed Ex delivery on 2/11/2015. I also received a response from FCC. They also contacted Verizon on my behalf. My refund problem was resolved, but not by contacting Verizon Customer Service. 

[JJD3rd]

Thank you for this info! I've been struggling for 7 months to get a $150 refund that's been sitting in my old account. So frustrating. Every time I called I got the same response "We're submitting for a refund, you'll have it in 7-10 days". I'd call 2 weeks later and they'd say the SAME thing. Shouldn't it at least show as pending if they put in the request the last time I called? Complete and utter ignorance. I'll have to complain as you did. Thanks again

[SissiOldAcct]

I have a $158 refund pending since Feb. I've called three times and no one gives me a response. On the chat is even worse. This is ridiculous...

[LawrenceC]

Hi SissiOldAcct,

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.

[jcmancini]

I cancelled my account in August and returned all my equipment. I keep getting statements showing a credit. I've contacted Verizon and was told it would take 30 days to process my refund...that was 62 days ago. I expect them to include interest if they are going to hold my money any longer.

[Wmneal11]

I cancelled our home FIOS service in July when I moved. All equipment was returned, received, etc. and I have a credit on my account for $125.08. I still receive a statement showing this credit. I've made numerous calls, have been told the credit will be deposited in 30-90 days and most recently 7-10 days, and yet... nothing comes.

I would like someone - who can actually make this refund happen - to contact me and let's take care of this once and for all.

[LawrenceC]

Hi Wmneal11,

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.

[platypie]

Just like so many others on here, I cancelled my home FIOS service quite a long time ago - in May of this year. Again, all equipment has been properly returned, and I've not been made aware of any dispute. I have had a credit on my account of $144.65 since June. Yes, just like the others, I have called numerous times, and each time I'm given some reason that the systems need time to register we're no longer customers. Someone in sales seems to know, because I continue to get the "we want you back" letters. I can see from reading these posts that this may be the only way to expedite the refund of my long-standing credit balance. "LawrenceC," if you are still out there, can you please help me get this finally taken care of? I would appreciate any help that someone may offer.

Thank you!

--Jeff

[crsabres22]

I've tried reaching Verizon on the phone multiple times and the prompts simply tell me that "yes in fact i am due a refund and have been for 2 months now". When i try to speak to a representative it keeps asking if yes i want to speak to a representative over and over. I have tried posting to your FB wall your online help is a joke at best. Is the BBB the best course of action or what?

[LawrenceC]

Hi crsabres22,

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.

[Galaxy4]

 Wow amazing that these companies are allow to get away with this, I have had similar problems with directv, they say anything and that includes lying to you to get your business, I did the same  thing as you BBB is the only way you get anything done, and your right that is the only reason. and now they don't want to you say anything in the forum about it. Yup been there, done that! 

[naszero]

I'm in the same boat. I was a loyal FIOS customer for 4 years and disconnected my service in January 3, 2015. According to Verizon's billing system, I'm owed a credit of $218.xx.

Late February comes and no refund check. I call Verizon Customer Service and speak with a nice Customer Service Rep who stated he would process the refund and I should be expecting a check in 7-10 business days.

The beginning of March comes and goes, no refund check. I call Customer Service and speak with another pleasant CSR. The CSR says I will have to wait for my final bill before I can receive a refund and that my final bill date is March 9th.

I call Verizon Customer Service again at the end of March and the CSR says my final bill has posted and they would process my refund which should arrive in 7-10 business days.

April 22nd, no refund check. I call Verizon and speak with another CSR. The CSR says he will speak with a supervisor and process my refund in the system today and it should arrive in 7-10 business days. The CSR takes my telephone number and address for confirmation.

May 10th, no refund check. I call Verizon and the CSR says the refund was processed but it did not go through. CSR also stated Verizon's system software were being upgraded and they were having issues with refunds. I asked the CSR since they had my address and cell phone number, why I wasn't notified that the refund did not go through. The CSR did not have an answer, just a promise that she would enter the refund this time manual and that I will receive the refund in 7-10 business days.

I'm not going to hold my breath but this is getting ridiculous. I should charge Verizon interest for holding onto my credit.

[ElizabethS]

Hello naszero

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 in the middle, right at the top 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. 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.