Charged for two landline packages after switching

[mearellano]

So a couple of months back I switched my landline from a (very old) Local Package to Freedom Essentials to save a little bit of money. When I got my latest bill the Local Package was still on there. I called customer service and the woman I spoke to said she or a manager would give me a call back within a few days since she wasn't able to currently resolve the issue. Once a week passed I decided to call again, this time a rep told me she could offset the charges on my next bill, but wasn't able to change my bill so the double charge wouldn't keep happening. Again I was told my problem would have to go to someone higher up or a different department. My bill is due soon and I would like to have this issue cleared up. Has anyone experienced this and know how I can get it resolved??

[LawrenceC]

Hi mearellano,

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.