Cannot Remove Disney+ Add-on

[mwadib1]

I have been unable to remove Dinsey+ from my Verizon account for the past 4 hours. I see there are many other Verizon clients experiencing the same problem. After 3.75 hours of trying to remove the Disney+ add-on Verizon asked me to call a Disney+ phone number. Disney+ says they are not able to make any changes because the service was obtained through a 3rd party (Verizon). Disney says this is a Verizon issue and for Verizon to create a case to escalate and resolve the problem. As a Verizon client, I will NEVER subscribe to another Add-on through Verizon for fear of this happening again.
Verizon, I will not dedicate more time to resolving this on my own. You may contact me for account information and I will provide the information to you. Then, it I leave it to your team to resolve this for me and the rest of the Verizon clients that experience similar issues. If this service, that I do not want to subscribe to, remains on my account and is billed, this may qualify as "cramming" or other unauthorized service. In either case, I am attesting to you here that I DO NOT authorize this add-on, and Verizon is not allowing me to remove or manage it. Neither Verizon support or Disney+ are able to manage it. This will be filed as a Consumer Affairs complaint with the VA Attorney General if you cannot fix this soon. Thank you.

[vzw_customer_support]

We do understand your frustration here. We will not hold you liable for any charges added to your bill. Once we get the feature removed, we can credit your account for those months where you were billed if you did not authorize this addition. We can try to remove it from your account on this platform, but if it will not allow us, we will need to file a ticket to get it removed. It is best if you respond to us in private so that we can work on your account. - ErichC_VZW

[edalv_mkd]

I also need to remove cancel Disney plus, how can I get this done

[vzw_customer_support]

@edalv_mkd ,

Managing the features you have on your account is definitely important. Please keep in mind that just like an Account Owner or Manager had to enroll in Disney+, that same role needs to be signed into My Verizon to cancel Disney+. Please follow the steps here if using the My Verizon mobile app: https://www.verizon.com/support/knowledge-base-228797/ or follow these steps if using the My Verizon website: https://www.verizon.com/support/knowledge-base-228795/ 

[edalv_mkd]

I have followed and still cannot get it cancelled!

[vzw_customer_support]

I want to make sure all these cases are looked at. Please send us a Private Message and we can continue to your account to investigate. 

JavierD_VZW

[Carmen332]

I have been trying since February to have Disney plus removed from my account. I have called and messaged customer support numerous times and yet every month I’m charged for it. I have received credit for it on my bill due to being discharged for the last 6 months. This issue needs to be fixed!!

[vzw_customer_support]

Hello Carmen332! We're happy to help look into this further for you. I'm sending you a Private Message here so we can assist.

-Josh

[michaelc41]

I have this SAME exact issue and it’s been going on for months. I am still be charged. Completely unacceptable. Have tried numerous with support and it’s gone no where. 

[vzw_customer_support]

We're here to help! Check your inbox for a private message.

-Joe

[Joelleander]

I have had this issue for YEARS! Spent way too much time trying to get this off my bill and I am still being charged $21.99 a month!!!! 

[DTally]

I have this same issue. No one can remove the Disney+ Premium subscription from my account. I’ve contacted Verizon starting in August of 2024. One rep provided an account credit in Sept 2024, promising that they would correct the issue. Since then, I’ve talked to 10 or so people with Verizon. One rep thought that upgrading my plan would remove it. It errored out too and he saw it.  When I didn’t get any call back, I called a few more times. Finally, I went to a local Verizon store and they tried. Errored out too. They tried to upgrade my plan again.  That errored out too. They called a rep. They couldn’t do it. Got Disney on a three way call. Disney rep said no we can’t remove it. It was subscribed through Verizon, so Verizon has to remove it.  Finally, I ended with a Verizon case number that they now keep trying to close. I keep reopening it because the issue is not resolved. The last rep called me after a few days, and said she had another ticket number. I’m assuming is an internal IT ticket. And it’s been over a week and I haven’t heard from her again. And I’m still being billed for the subscription and the price just increased. Since I’m a senior in Florida, I guess my next option is to report Verizon to the attorney general. 

[vzw_customer_support]

Thank you for raising your concerns about your Disney subscription. While the IT ticket is usually about 7-10 business days to process, I want to get eyes on it to make sure it's still progressing. Please be on the lookout for a Private Message. 

-Melissa

[DTally]

Any update?  I’ve been billed yet again for this subscription. It’s been longer than 10 business days. It’s been 14 business days since a new tech ticket was created. And this has been going on since August 2024 when I first tried to remove this and Verizon reps have not been able to remove it OR upgrade my plan. This is a serious issue and I don’t understand why this hasn’t been escalated. 

[vzw_customer_support]

We definitely want to take a look at the ticket and see if there is an update yet. We will be sending over a private message to get started. 

-Meg

[mkile2]

I had the same issue and was charged for 5 months, they only offered me 2 months of credit. Good luck getting it fixed and a full refund.

[blue412]

Has anyone had luck removing their Disney plus free trial? I have tried cancelling it 4 times, 2 times over the phone, once on chat, and once in the store and every time I am assured it has been cancelled, then lo and behold, I get charged again for it the following month. I can't follow the provided directions to cancel it online, because they don't work or I get an error. 

I am so aggravated at this point, it feels like less work to cancel my entire Verizon account and move to another carrier. I shouldn't have to deal with this for over 3 months now trying to cancel a Disney+ subscription. Does anyone know what to do? I don't understand why it is this hard to cancel this.

[vzw_customer_support]

I am sorry to see that you are having difficulties canceling the subscription to Disney+, blue412. Please visit this link (https://www.verizon.com/support/disney-faqs/#manage), and follow the instructions on number 2 under the "Managing your subscription" section. Keep us posted. -Antonio

[blue412]

I already said it. Those directions DO NOT work. I tried that and those screens don't even exist on my account. Just as other people have mentioned in this thread. Those directions don't work.

[acraftylady2]

When you use the verizon app is it not listed under add ons to cancel?  Mine shows all my add ons and I click one to cancel.  Disney was in there then I canceled and it's gone.  Weird it's not listed under add ons in the app there to cancel, this is what you should see. 

[vzw_customer_support]

I'm sorry you're having issues removing the Disney + on your account blue412. Are you following the steps on your phone app or computer through your My-Verizon login? 

-Kinquana