Security Deposit Refund

[andreosoares]

Hi, 

I've been trying to get my security deposit back, after 12 months on hold with Verizon FiOS but looks like there is no way. 

I reached out the customer service on the first week of September. After more than 1h on the phone, with at least 10 different agents, a woman was able to help me and identify my deposit. She said that as my debit card is no longer available (bank account closed) they would either send me a check or give as credit into my next month's bill. 

Nothing happened, and 7 weeks later, I decided to reach out the 1 800 837 4966 number (or other variations that they've provided such as 877 912 6500). This time I spent close to 2h on the phone, almost 30 different agents, and nothing new, but that this department closes at 4pm. As I started my call 2pm and spent 2h on the phone, for that day it was closed already.

So next day, October 21st, I started early in the morning so I could spend the whole day trying. Luckly the first woman, very polite and willing to help, took note of my phone number and email to check the status and report back. 

Unfortunately, all she said is that the refund was initiated on 8/21/2013, and processed overnight, credited back to the customer's credit card in 3 to 5 business days. She said that the card issuer accepted the refund transaction. But how this was accepted by a credit card from a bank account that it's already closed for 10 months? 

I asked for a proof of refund, anything to reach out the bank, in case this is true. She said they don't have, only the confirmation it was done. 

Now the best part is that how the refund was done on 8/21 if I called Verizon FiOS on September and October and all agents confirmed that the deposit still on my account? 

What is the easiest way to get my refund back? No paying my bills and tell them to use my refund as a payment? Sue Verizon FiOS, even though more expensive, I don't want to leave my $250 with this company, I prefer to donate it to charity. 

Account #: {edited for privacy}

Customer Identification Code: {edited for privacy}

Thank you

[KaLin]

Your issue has been escalated to a Verizon agent. 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. Please keep all correspondence regarding your issue in the private support portal.

[trfnd]

I've been trying to get my security deposit back, after 18 months on hold with Verizon FiOS but looks like there is no way. 

I reached out the customer service on the first week of September. After more than 1h on the phone, with at least 10 different agents, a woman was able to help me and identify my deposit. She said that as my debit card is no longer available (bank account closed) they would either send me a check or give as credit into my next month's bill. 

Nothing happened, and 10 weeks later, I decided to reach out the 1 800 837 4966 number (or other variations that they've provided such as {edited for privacy}

One agent gave me a deposittracking number: {edited for privacy}

Still no go, I got{edited for privacy}. 1 hour waiting and no go.

I want a check in my name to my home adress. 

What is the easiest way to get my refund back? I don't want to leave my $250 with this company, I prefer to donate it to charity. 

regards

[ElizabethS]

Hello trfnd

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.

[trfnd]

thank you, I will be waiting for that.

[Jenvw1]

When can I be expected to get my security deposit back? I have had service since December 2014?

[Verizon_Support]

Glad we were able to answer the questions about the refund. We have closed your private support case out. Make a new post anytime you need assistance.

- Jose_VZ

[andreosoares]

Just to make sure I leave my message here. This hasn't been solved, this still pending and now there's a support from a dedicated Verizon person. 

I just want to make sure if new users come to the forum, they wouldn't expect that this was solved.

Thank you

[ashleycash]

I'm dealing with the same situation. Had my services August 2012. Cancelled August 2013, one year of service. I have been trying to get my security deposit back since then. I have been told something different overtime I spoke with an agent. I've been laughed at and not treated as a customer. Never been so frustrated or **bleep** with the outcome of this. Still trying to figure out how to get my $250 back after being on the phone with Verizon for HOURS over this. Will never use Verizon again. I paid my deposit knowing if I was on time with my payments etc that I would receive my deposit. I did EVERYTHING I was instructed to do and still nothing.. Ridiculous.

[LawrenceC]

Hi ashleycash,

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. 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.

[Verizon_Support]

ashleycash,

         We're happy to help with information about your deposit but are unable to take any action without your account information. After multiple requests for that information from you without any response we are closing your Private Support Case. If you still require assistance please make a new post and we will be happy to start investigating again. -Adam-VZ

[elevy4]

Been on hold now for 2 hours. My serivce started in 4/13 i was promissed my $250 deposit back after 6 months of service. it has been well over 6 months and i still have yet to receive anything. Time Warner requires no depoist and they offer better channels! these verizion folks are liars and scam artists. I want to cancel my service altogether, it is not worth the headache and the lousy customer service i am getting. 

[LawrenceC]

Hi elevy4,

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. 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.

[Verizon_Support]

elevy4,

We are glad we were able to get you in-touch with a specialist to get all of your questions answered regarding your security deposit. Feel free to make new post anytime you need our help. We have closed your private thread out.

- Jose_VZ

[spanichsutha]

Verizon charged me a $125 deposit on 12/20/2012 to start up my FiOS residential service (in Virginia).

On 1/15/2013, when I chatted with customer service and asked when I'd get it back, they told me "You will receive a refund check." "It can take any where from 6 to 12 months."
On 1/7/2014, after 12 months and no refund of the deposit, I called the main number and asked again.  I was put on hold and transfered in circles for more than an hour.  Finally, a rep named Cindy said that she could see the deposit on my account but wasn't sure why it hadn't been refunded yet.  She promised to find out and call me back, but she never did.

I still haven't received a refund of my deposit.

My account number is {edited for privacy}.

[KaLin]

spanichsutha,

Your issue has been escalated to a Verizon agent. 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. you will find a link to the private board where you and the agent may exchange information.

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".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. Please keep all correspondence regarding your issue in the private support portal.

[Frustrated9643]

I have the same problem - I was told to expect the deposit back in July 2013. After numerous phone calls, and despite repeated assurances that the money was in the process of being refunded, I still have not heard anything.

I've asked that it be escalated to a manager, and I was assured that they would contact me last week, but have not heard anything yet. Whenever I call in, I'm bounced between numerous numbers, but it's a never ending circle.

I'm told that there was a problem with one month's payment, except that I've been on autopay ever since it started. The late fee was waived and the amount was correctly deducted (there's a note in my files to that effect).

How do I go about getting this fixed?

Thanks.

[LawrenceC]

Hi Frustrated9643,

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. 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.

[Verizon_Support]

Frustrated9643
Glad that we were able to help you get this taken care of!  Let us know if you ever need assistance in the future.
-Amanda_M

[elevy4]

My serivce started in 4/13 i was promissed my $250 deposit back after1 year. it has been well over this time period now... i still have yet to receive anything.

Time Warner requires no depoist and they offer better channels!

These verizion folks are liars and scam artists. I want to cancel my service altogether, it is not worth the headache and the lousy customer service i am getting. 

[elevy4]

I STILL HAVE YET TO RECEIVE MY DEPOSIT BACK, YOUR COMPANY IS REQUESTING I SHOW PROOF OF MY DEPOSIT PAID?

THIS IS COMPLETLEY RIDICULOUS AND UNPROFESSIONAL....

I AM AT THE END OF THE ROAD WITH VERIZON TO BE HONEST, I HAVE NOW SPENT TIME DIGGING UP A VISA STATEMENT FROM 12 MONTHS AGO WHICH PROVES I HAVE PAID YOU A 250.00 USD SECURITY DEPOSIT, AND THIS IS STILL BEING HELD BY YOUR COMPANY. 

I AM ABOUT READY TO CANCEL / SHUT OFF MY VERIZON SERVICE COMPLELTEY. THIS IS BY FAR THE WORST CUSTOMER SERVICE OF ALL THE TELECOM'S. 

WITH DEEP REGRET, 

EL