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Refused Refund for Cancelled Services
Beans222
Newbie

I spoke with manager peggy today regarding charges to my bill for an nhl package that I had cancelled a few months ago. I was charged $80 in October and November. I called to cancel this package bc my husband accidentally ordered it. I had called a few months ago so I did not have the name of the person I spoke with. When I spoke with Peggy she was not helpful and told me there was nobody else that could help bc "she's pretty much a director herself" and no one above her level that could do anything. I was fraudulently charged $160 and she refused to help. The first customer service rep told me he could not offer a refund on the amount I had already paid. I told Peggy I had not paid the November bill yet bc of the extra $80 so and asked that she at least credit me or remove the $80 from the bill I had not paid yet. Agaian she refused. I was told there was no record of my call bc no one there had accessed my account when I called. Peggy was not helpful and rude. She told me to write a letter if I wanted to complain. Finding this forum was the only way i could write a letter and writing a complaint was difficult. This site makes it's easy to view others' complaints with your resolutions but not to lodge my own complaint.

Basically I am being charged $160 bc someone at Verizon didn't remove a package I didn't want from my account months ago and Verizon is refusing to refund me even though it was their error. I told Peggy I would be taking my business to a competitor if this was not resolved and she blew me off. I will also cancel my Verizon cell account. I live in an area that has access to numerous cable companies and would not have a problem going to Comcast.

Please let me know if and when I can get my $160 back.

I am a customer service manager at a company with high call volume and you should consider better training for your managers bc it is never appropriate to be rude and have no answers to legitimate questions from customers.

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Re: Refused Refund for Cancelled Services
kh-gary
Moderator
Moderator

Hi Beans222,

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.

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