How am I SUPPOSED to end my Verizon service with incurring ETF or additional charges?

[alexmcin]

I just spent an hour in a live chat with a Verizon rep trying to get my service ended on my contract expiration date (6 days from today). At every turn, I was told that I would incur an early termination fee because I was trying to cancel my service prior to the day that the contract expires, even though the service would not be actually turned off until that day. 

Is there NO WAY for one of the largest cable providers in the nation to figure out how to post-date my cancelation request? I was told that I would have to call back ON THE DAY that my contract expires. If I called early, I get an ETF. If I call late, I get charged for the next month of service. 

What if I had to work that day and couldn't call? What if I was traveling? What if any number of things prevented me from calling that day? It's very disappointing customer service and it is things like this that make me not trust Verizon.

[ElizabethS · Accepted solution]

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 look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.