Billing Refund

[Lynnie27]

Recently I overpaid my verizon Fios bill, leaving me with a creditof $206.00.  I called and requested a refund of that amount and was told they could not refund the payment but could reverse a payment.  They did refund a payment of $187.22, but by the time I went to transfer it from my bank, it was taken back out by Verizon, leaving me with a credit of $206.44, AGAIN!  It has since been three weeks of me trying to get to the bottom of this.  Verizon said they refunded it, but clearly they have it back since my credit balance was back to $206.44.  I spoke to Monique in the financial services section on September 6, and she told me she would refund the $206.44 by check, but when I called today to inquire about the status, no one could see that she actually requested a check refund.  Now, I'm really upset.  Why are the customer service reps lying to their customers?  I have been a customer for 9 years and this is the absolute first time I have requested anything like this.  So much for being treated like they care about their customers.  Anyone have any other suggestions?  Thank you.

[MrMatthew1]

Hi Lynnie27,

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.