I apologize that this message is so long--thank you for reading and for helping!
I've been trying to address my issue for months and am pretty frustrated. Reaching FIOS customer service has been EXTREMELY difficult. Each time I call I used the FIOS number (I am using the correct number: 800 837 4966) but have been transferred to Verizon wireless automatically, I think because my phone service is through Verizon and the system recognizes my number. The transfers add an hour+ to the total wait each time. I've also been unable to use online customer service, because the system also keeps redirecting me to wireless/phone services.
Here is what has been going on:
My family were loyal Verizon internet customers for years, until we moved into a building that already supported Comcast and had to cancel our account.
1) I first called Verizon FIOS in February to say that we were moving and needed to disconnect our internet service. The person I spoke to assured me service would be disconnected as of March 1.
2) We received a new bill in April, and I called again. The agent said there was no record of the first cancellation, but that my account was now canceled. He gave me a reference number. We then returned our equipment in the box Verizon mailed us.
3) In May we received another bill. I tried to call customer service multiple times but was repeatedly transferred to the phone side (this is when the problems reaching FIOS service started). I could never get through to FIOS.
4) In June we received still another bill. I called customer service again, waited on hold for 90 minutes before reaching someone on the Wireless phone side. She transferred me to a Fios manager, who looked up the reference number and said: "oh, this was never cancelled." She apologized and promised to cancel my account, backdate the cancellation, and reverse the charges Verizon was saying we owed.
5) Last week, I received an email saying that we owe $395.98--apparently none of the charges were ever reversed.
6) I've been trying again to reach Fios customer service, but the last few times I've called I have again been transferred automatically to the wireless/phone side and then had my call dropped after waiting on hold for an hour+.
I have no idea what to do anymore--I am just so frustrated. If anyone can help I would REALLY appreciate it--thank you in advance!
Best,
Hayley
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