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Verizon FIOS Disconnect

Verizon FIOS Disconnect

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Contributor FiosCustomer716
Contributor
Posts: 1
Registered: ‎01-31-2018
Message 1 of 3
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Last year I disconnected my FIOS service because I moved out of a serviceable area. The entire process was swift, it was great.  This was October 9th.  The billing cycle began on the 3rd.

 

The last 60 minutes has been spent with 3 different people on the phone, all contradicting each other's understanding of the cancellation process.  Both Erin (Billing Specialist) & The collections specialist I spoke with assured me it should be pro-rated to days of use and not the entire month.  

 

The third rep I spoke with assured me stand alone service implies that even a DAY after the billing cycle begins, you are charged for the entire month.   This is extremely surprising considering the first two rep's contradict the 3rd rep.

 

My goal here is simple, to pay my final bill for the accurate amount and reverse the damage caused to my credit report (50 point deduction for reporting the final bill to collections).  Why is validating the policy and rectifying this mistake such a challenge?  Please help.

 

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Gold Contributor VII
Gold Contributor VII
Posts: 4,669
Registered: ‎10-18-2016
Message 2 of 3
(1,229 Views)

@FiosCustomer716 wrote:

Last year I disconnected my FIOS service because I moved out of a serviceable area. The entire process was swift, it was great.  This was October 9th.  The billing cycle began on the 3rd.

 

The last 60 minutes has been spent with 3 different people on the phone, all contradicting each other's understanding of the cancellation process.  Both Erin (Billing Specialist) & The collections specialist I spoke with assured me it should be pro-rated to days of use and not the entire month.  

 

The third rep I spoke with assured me stand alone service implies that even a DAY after the billing cycle begins, you are charged for the entire month.   This is extremely surprising considering the first two rep's contradict the 3rd rep.

 

My goal here is simple, to pay my final bill for the accurate amount and reverse the damage caused to my credit report (50 point deduction for reporting the final bill to collections).  Why is validating the policy and rectifying this mistake such a challenge?  Please help.

 


As a customer let me explain how it was told to me.

if you cancel your service (non contract) anytime from the start date of your service to the day BEFORE the end date, you owe nothing more.

Now let’s say it like if it was me. My bill closing date is the 18th. Of each month.

my month starts on the 19th. Of each month. So it would be if I called anytime between the start date of the 19th. Up to the 18th. Of the next bill closing date I owe nothing.

and life goes on.

Now say I cancel on the 19th. Which is my start date. I then owe for the whole month.

there is no pro rata. So you then owe for a month that you are not using.

 

Moderator Moderator
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Posts: 8,863
Registered: ‎03-18-2013
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Hi FiosCustomer716,

 

As this is a peer to peer support forum, you will need to contact Verizon directly for assistance. We have sent you a private message with contact information for a dedicated specialist who is able to help with a resolution of your issue.

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