Unauthorized Charges and Changes made to FiOS Account

[amarino0031]

I have been having significant security issues with my Verizon Fios Account. I have had purchases made and shipped to CA (I live in VA) through my Fios account that I did not authorize. I only discovered the issue when I received my monthly Fios bill that was $542.21 which is $289.93 over what my bill should have been. Upon logging into my Fios account, I realized that my email address and contact number had been changed. I was never notified via email or text that changes were made to my account. I have changed the email and contact number multiple times to the correct info over the the last few weeks including changing the password, security question and adding a mandatory pin however none of that information seems to save on the Verizon side. I have spoken multiple times to Verizon Fios and they have also updated the information but every time I call back it reverts back to the fraudulent email and phone number. I have contacted and spoken with every fraud department between Fios and wireless and no one seems to be able to identify the problem or be able to help me. I have spent HOURS trying to get assistance with this issue. 

I need assistance with getting the account balance of $289.93 (amount includes cost of Arlo Pro 3 Floodlight Camera, overnight shipping and CA State Sales Tax) adjusted as well as my information corrected. I have significant concerns about the safety of my account and the lack of support I have received from Verizon as a whole. I spoke with an agent, Sandra, today and she spent an hour trying to help me and ran into all the same issues I did. Who can resolve this because it definitely isn't the Fraud Control, Fraud Account Verification or Fraud Credits departments. I also filled a claim with the FTC. 

[LawrenceC]

Hi amarino003,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.