I was informed by FIOS customer service on three separate occasions (three different representatives—chat, phone, in person when I returned equipment) that I would receive a prorated refund/credit for internet services paid in early April for the billing cycle of 3/11/18 through 4/10/18 after disconnecting as of 3/13/18.
I waited, waited, waited. Today I went on the chat and asked about the refund status. After checking my account, the chat rep confirmed that I am owed a refund credit because I only used two days of the last cycle. He instructed me to call the financial services department.
I called and was told that I have no prorated refund/credit due because Fios charges for whole billing cycles with stand alone internet. I mentioned that this is the first time I heard it, that three other reps told me otherwise, no one informed me of this when I called to disconnect, and I did not see this anywhere in the terms of service.
I asked the rep to please help me find the terms providing that there is no proration of final cycle charges following disconnect. He said he “wish he could” but that I had to look on the website.
I looked on the website and on my account. All I found are these, which I read previously and nowhere state the purported “no proration” policy:
Can someone please show me where the “no proration” policy is located? I am baffled by the rep’s refusal to help me find it. I may be overlooking something. Please help.
Even if this policy does exist, the misinformation provided by prior reps lulled me into trusting Verizon. I no longer do, even though I have been a customer of Fios and cellular for many years. In the past, I have always received a refund/credit prorated for the last month. Why not now, and where is this written?
I am not a consumer advocacy lawyer, but Verizon’s actions strike me as extremely deceptive. I’m not the only one:
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