collection on erroneous account while my actual account is fully paid and current

[#1]

When I had my service installed, the technician came twice saying that the account hadn't been properly configured for my fios bundle. 

A few months later, although I paid my bill in full, I got a notice indicating an amount past due. I called customer service, and they indicated that a second account had been incorrectly  attached to this address.   I check my account online and it s says "paid in full" .  They said it would be taken care of and not to pay this other amount. 

Now I get a collection letter relating to this other account.  I call customer service and although people keep telling me this other account is in error, no one will do anything about it.  I get transferred to billing and they say all they can do is collect payment on an amount but can't tell me I owe it or what it is for. 

Does this happen?  No one at Verizon is willing to resolve this. 

[#2]

Hi newyorkecity,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.