Need information and resolution


1 year back when I applied for FIOS service - Order number {edited for privacy}. I was asked by the sales representative to pay $250 as security, This happened over phone and the amount was deducted. Also, i was told that this amount will be refunded in 6 to 12 months while I checked with the customer service time and again. various customer representatives told me that the amount is there and it would be automatically refunded. Now , when I'm closing my services, i get to know the amount on file is $125. I would like to know why I was charged $250 initially and why does it show only $125 in the file? Please refer the recorded telephone conversation with the sales representative .

Re: Need information and resolution
Moderator Emeritus

Hi AJ1,

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.