Charged after termination of service

Posted Sun August 31, 2008 1:53 pm, by Avril W. written to Verizon Internetworking (DSL)

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While living in my own apartment, I used Verizon DSL for my internet useage. I was totally in love with them and their service as they would help me with every problem I had.

The problem started when I was moving. A week before my one year contract was over, I called in to have my service end at the one year mark because I was moving. I talked to a wonderful woman who went through the whole process and set the system to close my account on the specified date.

On the specified date, my service was canceled and I no longer had internet. In the confusion of the move, it was two months later before I looked at my credit card statement and I saw that I was still being charged. I called Verizon and found it virtually impossible to get through tha automated system. Finally reaching an actual person, I was told my service was never canceled. I was transfered several times till finally I got the service cancled.

I was then sent to a supervisor who I could not hear because her volume was so low. I had to constantly ask her to repeat what she said because the volume on her phone was so low. I was told I was not going to receive a refund for the months that I no longer had service due to policy.

I don't understand how a customer can be punished for something that was the fault of one of their employees. I will never use Verizon again because of how I was treated. It made no sense to me how my internet could be cut off on the day it was supposed to but that I would still be charged for the service.

I would like to be refunded the $90 I was charged for the service after it should've been canceled. I also hope there would be a change to the automated system to make it easier for people to talk to an actual person.

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Re: Charged after termination of service by Harleycat Posted Sun August 31, 2008 @ 5:58 PM Please call them back and insist on escalating this issue. It is certainly not policy to continue billing you after cancelling and it is not policy that you can't get a refund. Offer to supply them with copies of your lease at your new apartment (if it's an apartment) or a copy of your bill from your new service provider. If they continue to spout this non-existent policy, tell them you will make a complaint to the regulatory party in your state that regulates public utilities. In NYS, it's called the Public Service Commission. In the future, please do not use any auto pay or credit card payment system. It makes it too easy for this sort of thing to happen. Insist you are billed and pay them via you bank's bill pay system. It's safer for you. Reply Re: Charged after termination of service by Donno Posted Sun August 31, 2008 @ 3:19 PM Great letter and bad experience. I am a bit embarrassed to be a Verizon stockholder. When the rep said you would "not receive a refund per policy," did the rep say what specific policy that is? Perhaps the "we screwed up but we're not giving you your money back" policy? I hope they at least gave you a specific reason. If so, it would be great to know what policy that is. Good suggestion on the automated system. I haven't had to call them for many months (THANKFULLY), but it is pretty bad. Reply Policy wording by Avril W. Sun August 31, 2008 @ 9:13 PM I'm willing to bet... by Jeffrey/Branding/Alex Mon September 1, 2008 @ 5:29 PM