Account with someone else's name and set top box never credited

[williamj65]

1) On  March 10, 2025, I conatcted customer service to get an issue fixed that I had been trying to get fixed for the past two years. The name on my account has been incorrect and needs to be changed to my name. Customer service reps stated that they would call me back last Friday after 4pm to finalize the change, but I never received a phone call. Personally Identified Information was submitted to Verizon and it was accepted and approved. I have yet to hear from a representative.

2) Additionally, I turned in a set top box to a Verizon store and received a receipt on February 28, 2025, yet to see the credit or box cost removed from my account. Is this so difficult to change that no one knows how to make these corrections?

Additionally, personal information was submitted and accepted by Verison.

[kh_jenn]

Hi williamj65, Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately. Thank you.

[vzw_customer_support]

Understood, on Social Media we are a bit more limited to the capability we have to do certain functions. For example, a Name Change can be done one of two ways. The first is to do a Change of Ownership which requires the old account holder and new account holder to be on the phone together to swap the name from one person to the other. The alternative is to close the old accoutn and the new account holder to open a new account in their name. For the second issue. When you return equipment the system takes 1-2 bill cycles to reflect the change in equipment. You will receive an adjustment from the day the system processed the return and received the equipment to make sure you arent paying for equipment you didnt have. 

^XS