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Cannot upload on waaiver fee site

It is disgusting!  I have been trying to upload my document to show proof of residency.  For several weeks.   The site doesn't work.  It says fake path.   This this unacceptable.  When I call verizon I wait and wait.  Often these calls are over an hour and then I am disconnected.  Why won't they do what they say and return the money (early termination fee wailver) owed as promised for a move to a non fios area.  Nothilng works.  

Re: Cannot upload on waaiver fee site
Hi pmf1,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents, who will be assisting you privately.