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Verizon / fios billing

1 Reston, VA, United States

Am formally disputing a claim made by Verizon, which went to an outside collection agency.

After having a Verizon telephone line and Verizon FIOS for several years, our family decided that the land line was no longer necessary ($31.00 per month, and we never used it). In June of 2008, I contacted the Verizon telephone service billing to have the telephone line discontinued, but that we wanted to keep the FIOS Internet service. This process seemed to go okay.

The same month, June 2008, the router for the FIOS Internet service went bad. Verizon FIOS Internet technical support mailed us a new router for the bad one, which we installed. They also sent us a second router (identified on the June 20 bill for $139.99 + $6.95 shipping). We returned the second router, via FEDEX, the middle of July 2008, once we realized what they had done. I called Verizon FIOS Internet technical support AND BILLING, and advised them it was being returned. I spoke with them again in AUGUST 2008, and they supposedly credited the account ($147 + 99.00 = $246).

On page two of this letter, you will see that Verizon charged us for the additional router, and then unreturned equipment (highlighted in blue text). You will also notice on the second page of this letter that a credit of $38.33 (billing cycle correction), leaving the secondary account number, [protected]xxxx, for Verizon FIOS Internet still active (discontinue of the land line service shifts the internet billing to the first of each month). The FIOS Internet bills one month in advance, to my credit card, and has done so since August 2008 (you will see that account is up to date). I do not receive paper bills, and with the xxxx account cancelled, I do not see any billing cycle.

We have attempted to contact Verizon telephone billing, FIOS billing, and spoken with billing supervisors, who say that the account has been credited (obviously not). The DSL Unreturned equipment charge was disputed twice in August 2008, by both myself and my SO. We have spoken to Verizon land line billing regarding account number ending is xxxx, only to be told that they cannot see any charges on this account. They then transfer us to Verizon FIOS technical support, then to Verizon FIOS billing. We have both been on the phone with customer service at least twice a month since JULY 2008. The last two billing service managers that we both spoke with OCTOBER 10 (because we were on the phone with them at the SAME TIME) said they removed the first DSL equipment charge, and the unreturned router charge from the FIOS Internet account for a total of $246.00. For some reason, they cannot seem to credit xxxx. Each time we call, it is a minimum of two hours, being transferred here and there, but we have spoken with billing managers each time, only to have this occur again.

JUNE 20 BILL

My Bill for: 06-20-2008
Amount of last bill $73.27

Payment received on Jun 18 . Thank you. -$73.27
New Charges

Verizon Charges $23.28 (telephone)

Verizon Online Charges $203.93 (internet)

Total New Charges due Jul 19 $227.21

Verizon Online Charges

New Charges for Account [protected]xxxx
Verizon Fios Internet Service Jun 1 - Jun 30 $49.99
Additional Wireless Router $139.99
Fios Shipping 1 Item $6.95
Total Verizon Broadband Services $196.93

Taxes, Fees & Other Charges
State Tax $5.60
County Tax $1.40
Total Taxes, Fees & Other Charges $7.00
Total New Charges $203.93

Total New Charges for Verizon Online $203.93

JULY 19 BILL

New Charges for Account [protected]xxxx
Verizon Broadband Services
Verizon Fios Internet Service Jun 8 - Jun 30 -$38.33
FiOS Internet Service Jun 8 - Jun 30 $40.63
FiOS Internet Service Jul 1 - Jul 31 $52.99
DSL Unreturned Equipment Charge $99.99
Total Verizon Broadband Services $155.28

State Tax $4.00
County Tax $1.00
Total Taxes, Fees & Other Charges $5.00
Total New Charges $160.28

Bill Date: Aug 1, 2008 Page 1 of 2

Account: [protected]xxxx
Invoice: 35872447
Account Summary
Previous Charges $160.28
Payment Received. Thank You. - $160.28
Past Due Charges $.00
New Charges
Verizon Broadband Services $61.86
Total New Charges $61.86

Total Due $61.86

You will see on the SEP 2008 FIOS bill that there is a credit of $104.99 which credited the second router charge of $99 from the JUL2008 bill on the FIOS account, instead of the telephone account as it was supposed to.

Bill Date: Sep 1, 2008 Page 1 of 2

Account: [protected]xxxx
Invoice: 47039012
Account Summary
Previous Charges $61.86
Payment Received. Thank You. - $61.86
Adjustments - $104.99
Credit Balance - $104.99
New Charges
Verizon Broadband Services $57.99
Total New Charges $57.99

Total Due - $47.00

Bill Date: Oct 1, 2008 Page 1 of 2

Account: [protected]xxxx

Invoice: 47039012

Account Summary
Previous Charges - $47.00
Payment Received. Thank You. $47.00
Past Due Charges $.00
New Charges
Verizon Broadband Services $57.99
Total New Charges $57.99

Total Due $57.99

At this time, I do not believe that sufficient corrections have been made by Verizon Telephone Billing, nor Verizon FIOS billing, to correct their error. I will not pay this amount until such time that the telephone account is credited accordingly, and the 139.99 and $6.95 charges from JULY 2008 removed.

Is this sufficient to get the collections company back on Verizon instead?

M

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