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Overcharged for service, was hung up on by agent multiple times

On 8/31/17 I called Verizon and had the account switched over to my name due to my roommate moving out two weeks before I was to leave. On this date I also had requested to downgrade the service to the 50/50 mbps and local tv bundle for $49.99/month from the extremely epxensive premium package my roommate and I had previously since I was moving out on 9/15/17 and disconnecting my service at that time and only needed basic internet for those two weeks (8/31 - 9/15). The agent told me they would have to "call me tomorrow" to complete this task. Of course i never got a call, so when I contacted Verizon again on 9/6/17 to ask why I haven't either received a phone call like I was told, nor any email confirmation about me taking over the account, turns out the original agent completely got my email address wrong and never asked to verify it with me, as well as completely lying to my face about "calling me back" to downgrade service. The agent I spoke to on 9/6 said she cleared everything up and had down graded my service to what i requested.

Now, fast forward to a week and a half later where I get a bill in the mail for $225 (the price of the original high end premium package THAT I REQUESTED TO BE DOWNGRADED TWICE!!!). I have been on numerous chats with agents to rectify this, with one of them just flat out "disconnecting" with me, as well as multiple phone calls and getting absolutely nowhere. I understand people may say "its just two weeks", well the equipment charges alone (which I wasn't using due to my cable actually being cut, so the three cable boxes sat on my kitchen table) were almost $100, when it should have been $0.

Beyoned frustrated with this company and ashamed to say that I actually used to work for them. Hopefully COX has some good options since they service the new residence I am movign to as well and will probably have WAY better customer service.

Re: Overcharged for service, was hung up on by agent multiple times
Community Manager
Community Manager

Hi Tarheel12325,

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.