Billing Error

[ssfava1]

I returned a broken set top box to a Verizon store in August -the same day I recieved a replacement.  I keep getting billed $16.99 + tax for this box every month.  I call and give all the information from my return reciept, the agent credits my account and assures me that the problem is solved.  Every month the extra box shows up on my bill.  How do I get this resolved once and for all?  I even got a case ID from an agent but the next month another agent said the ID# meant nothing.  Help!!!!

[MrMatthew1]

Hi ssfava,

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.

[ssfava1]

This issue was supposed to be resolved last month by you!!!!!!  I just got my bill and the box is still on.  This is the original post that was supposed to be addressed last month!  I chatted and the agent said it was fixed.

"I returned a broken set top box to a Verizon store in August -the same day I recieved a replacement.  I keep getting billed $16.99 + tax for this box every month.  I call and give all the information from my return reciept, the agent credits my account and assures me that the problem is solved.  Every month the extra box shows up on my bill.  How do I get this resolved once and for all?  I even got a case ID from an agent but the next month another agent said the ID# meant nothing.  Help!!!!"

[LawrenceC]

Hi ssfava,

We have reopened your Private Support Case. Please access your case through your profile page by following the instructions posted earlier. The support agents do not monitor the public boards and will need to hear from you in the Private Support area before they can begin assisting you.