Billing complaint not resolved by customer service since 3 months
Pavan2
Newbie

Hi,

This is related to My account number: {edited for privacy}

Account opened: June 19
Activated/Installed: June 22 2017
My first bill is 119.6*. I called the customer service as soon as I receive it and they clarified that it is for 2 month June 22-Aug 21 (Also the bill says the same dates). I am fine with this and paid this on July 28. (49.99 plus Fios device rental)
 
On the day I moved out, I called the customer service and as per them I returned the FIOS device at a store and customer care confirmed the account closed (Verizon service shut down) as of Aug 22 (I have the confirmation email). My second bill shows the dates Aug 19 to Sept 19 (For this billing cycle I used only Aug 19 to 21). This I was hoping will be adjusted in Final Settlement and I had the same word from Customer Service when I called them. 
 
On the next bill. I still see the same charges carried out from Prior bill. They deducted the Device rental charges for the dates which I haven't used but not the service charges. Serivce charges are not deducted/credited. I checked with my agent {edited for privacy}. He mentioned, On the last bill under total amount due, it says.  "Your account has been disconnected.  Any other charges or credits will appear on your final bill"  That means this is not the final bill.  The credits will be on the next one- Oct 19.
 
I received the Oct 19 bill with the same amount. It's quite a lot of time I had to call customer service and helped them to understand what is going on with my account(every time to a new person) and they are not really understandable. 
 
Appreciate your help on this. Thanks in advance.   
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Re: Billing complaint not resolved by customer service since 3 months
LawrenceC
Moderator Emeritus

Hi Pavan,

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.

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