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Ongoing Billing Issues
DougOtte
Newbie

I've had a frustrating billing issue since I renewed our contract last May.  That's right - 10 months ago!  Calling Verizon almost every month, slogging through the phone tree, and spending time talking to the service reps doesn't help.

We've been FiOS customers (TV, landline, Internet, and cell) for years, and have paid good money.  Here's the history of my calls:

5/3/2015 - Rochelle - conf# {edited for privacy} order# {edited for privacy} - This is when I renewed.  I insisted on getting the same discounts we've had.  Rochelle finally agreed, but the final $20 monthly credit would have to be arranged by a supervisor who would call me back.  It never happened.  

6/13/2015 - Jason - confirmed additional $20/month for 24 months.  It never happened.

7/12/2015 - Sara - will credit $20.  I did get the credit, but only for one month.

7/29/2015 - Tara - will credit $40; said new regular credit is active; will take 45 days to appear.  It never happened.

9/4/2015 - Brandel - issued $20 credit and will manually do it every month until they figure out how to do it automatically.  It worked for one month, then stopped.

11/28/2015 - Mike - will credit $40 and will call back about solution.  I did get the credit, but he never called back, and guess what?  The solution never happened.

1/18/2016 - Leo - will apply $40 credit; w/in 1 week will get email confirmation for ongoing monthly credits through 5/2017.  He did credit the past and current amounts.

2/25/2016 The new bill is posted, and guess what?  The credit is regular credit is not there.

Can anyone help me resolve this?  We love Verizon services, but the billing is terrible, and I'd hate to change to another carrier.  Thanks.

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Re: Ongoing Billing Issues
ElizabethS
Champion

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 here on 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.

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