Moving and Early Termination - CS LIED and noted something different in my account
kc586
Newbie

I had NO problems with Verizon Fios until today. Unfortunately, I moved to a location without Fios. I called on Oct 16, 2012 to cancel my service on Oct 20, 2012. The nice gentleman confirmed that I did not have Fios in my new house, so I could cancel my account without paying the fee. I had the option to mail back my equipment or drop it off. I told him I was away for a conference and I would return my equipment ASAP (Planning on it tomorrow). He said that was no big deal and to return the equipment at my earliest convenience.

Well, I received a letter in mail saying my account was suspended, not cancelled. I called, and I was RUDELY told that I "agreed" to suspend it to "avoid the fee" and that since the guy noted it in my account, I "obviously" had agreed to it. COMPLETE LIE. Of course, they could not prove that I agreed to suspend it instead of cancel, but since it was noted it my account it was gospel truth.

I was transferred to the "elite service" and she was rude as well. Saying that there is no way anyone could ever waive the fee and that I had agreed to suspend it because it was noted in the account. 

I am LIVID that I was flat out LIED to on the phone and being told by two different people that I am a liar. I refuse to pay an early termination fee not only because I am not in a service area (for the record, there is fios everywhere else in this town) but now because I was lied to. I tried my best to stay very calm on the phone but trust me, it was difficult the way I was being treated. 

Please help me. I feel completely helpless because the "nice" guy I talked to lied and wrote something different in my account. I don't know what to do. 

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Re: Moving and Early Termination - CS LIED and noted something different in my account
ElizabethS
Moderator Emeritus

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look down the middle towards the bottom where you will find an area titled "My Private Support Cases".
There you will find a link to the private board where you and the agent may exchange information. 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.

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Re: Moving and Early Termination - CS LIED and noted something different in my account
TonyaD_VZ
Contributor - Level 3

We see that a billing specialist has contacted you.  Please let us know if you have any additional issues. 

Tonya D.

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