Description

6 months ago I attempted to add cable and phone service to my existing internet service with Verizon Fios. The first person I spoke to created a second account under my name and address. A second phone line. I discovered this when I started receiving cancellation notices for unpaid bills. I went online and got my account current and set up auto-pay. I did not realize this was the second account that had been created. The next month I was charged $266 dollars in back charges. This unexpected charge over drew my bank account and caused my rent check to bounce. My bank issued a returned check fee to me of $30. Verizon credited back the $266 and the $30 check fee but then simply froze the duplicate account until they could figure out what had gone wrong. I never received any updates on what was happening with either account throughout this period. I requested that my original account be kept and the newer account be deleted and I believe they deleted my original account instead. Then though July and August my bill was far to low. I called both months to try to pay the missing amount but Verizons employees assured me that I didn't need to worry about those charges they could see management was working on the account and there would be no other charges or back charges for these months. Come September I received a bill for $371.00 my normal bill is only supposed to be $174.00 this bill included the back charges for internet and cable from July and August I had been promised would not be held accountable for as well as two installments for an installation fee from 5 months prior. When I called them about this issue they said there was nothing on the account indicating forgiveness from the back charges and would not honor their promises. I have no idea what happened to the money I payed into the duplicate account. Nobody from Verizon has been able to explain to me what exactly went wrong and how they attempted to fix it. I have invested my time and energy over approximately 5 months now to try to resolve this issue with Verizon and today they issued me a $40 credit toward my current $270 ish bill. This bill is still far too high considering the promises they made to me and to make matters worse they are trying to charge me $200 cancellation fee to get away from them. I feel trapped and held ransom by Verizon and I need help!