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Help! Verizon won't cancel my DSL service
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 2009-01-16 1:33 PM |
Master  1790    |  Subject: Help! Verizon won't cancel my DSL serviceSo frustrated. Does anyone have any contacts at Verizon who can help? Advice? My contract was up 12/6. I canceled on 12/10 and have a confirmation number. I got a bill on 12/22 and called to ask why. They said it probably was just processed before I canceled and wait until January. Now I have a bill for $90. Apparently they are notorious for doing this. What can I do? I'm on hold with them again now, but I get stuck in this nether world where the phone folks won't help because it's a data-only line, and the DSL folks won't help because it's a "phone line issue." |
| 2009-01-16 1:36 PM in reply to: #1912632 |
Champion 14571   the alamo city, Texas | Subject: RE: Help! Verizon won't cancel my DSL service Offthegrid - 2009-01-16 2:33 PM So frustrated. Does anyone have any contacts at Verizon who can help? Advice? My contract was up 12/6. I canceled on 12/10 and have a confirmation number. I got a bill on 12/22 and called to ask why. They said it probably was just processed before I canceled and wait until January. Now I have a bill for $90. Apparently they are notorious for doing this. What can I do? I'm on hold with them again now, but I get stuck in this nether world where the phone folks won't help because it's a data-only line, and the DSL folks won't help because it's a "phone line issue." stay calm, polite, and firm, and every time someone stonewalls you, ask for a manager. do you have any other verizon services? because then you should threaten to cancel them as well because of how poorly they handled this. |
| 2009-01-16 2:00 PM in reply to: #1912632 |
Pro 4339 Husker Nation | Subject: RE: Help! Verizon won't cancel my DSL service Offthegrid - 2009-01-16 1:33 PM Apparently they are notorious for doing this. What can I do? I'm on hold with them again now, but I get stuck in this nether world where the phone folks won't help because it's a data-only line, and the DSL folks won't help because it's a "phone line issue." If you're canceling a service, it doesn't sound like a "phone line issue" OR a "data-only issue". Sounds like a billing issue. They should have a department for that. |
| 2009-01-16 2:52 PM in reply to: #1912632 |
| Extreme Veteran 562 | Subject: RE: Help! Verizon won't cancel my DSL service Billing, ask for a supervisor, that will get their attention! |
| 2009-01-16 3:19 PM in reply to: #1912632 |
Master 1529 Living in the past | Subject: RE: Help! Verizon won't cancel my DSL service Are you, in fact, cancelled? Meaning are you still getting DSL service? Seems to me you are disputing a bill and to properly protect your rights, you may have to formally dispute it in writing - these terms may be spelled out on a hardcopy bill, if you are billed this way. Next time you are discussing this with someone at Verizon, I'd suggest language such as "disputing a charge", blah, blah. I believe the official declaration of a "dispute" allows you to then short-pay the bill by the disputed amount and until official response by Verizon. To unilaterally short-pay might subject you to late charges, financing charges, bad credit reporting, etc. This process has worked with AT&T and with certain credit card issuers. ETA: I am not a lawyer, only a consumer who has used this process to challenge similar billing discrepancies. Edited by Force 2009-01-16 3:20 PM |
| 2009-01-16 4:04 PM in reply to: #1912632 |
Master 1790 | Subject: RE: Help! Verizon won't cancel my DSL service After more than 2 hours on the phone, being transferred to six different people, hung up on twice when I asked for a supervisor, I seem to have made a little progress. It is so frustrating because the billing department on the 800-number on the bill won't deal with me because they say it's a DSL issue. The DSL department won't deal with it becuase it says it's a billing issue. And the phone department says it won't deal with it because it's a DSL issue. Sheesh. I think I also may send written confirmation as well. The entire bill is disputed, not just portions, because I asked to be disconnected on Dec. 10 and have not used it since then. I'm actually pretty proud - I stayed very polite and firm when normally I would have totally lost my cool, cursed and hung up. |
| 2009-01-16 4:13 PM in reply to: #1912632 |
Sneaky Slow 8694 Herndon, VA, | Subject: RE: Help! Verizon won't cancel my DSL service |
| 2009-01-17 6:23 AM in reply to: #1912632 |
| Subject: RE: Help! Verizon won't cancel my DSL service I FEEL YOU PAIN TOO!! Because I had to deal with them to too cancel everything in my house!! I just got it done but I still have the internet so I don't know what is up with this!! My husband says don't worry about it until they say something. OK DOES ANYONE FEEL THE SAMEWAY I DO ABOUT ( JD POWER AWARD) MY a$$! Is that better I am soooo sorry it slipped! They do not deserve this at all!! Take it off the tv ad! Edited by ziggyrottie 2009-01-17 6:24 AM |
| 2009-01-17 9:06 AM in reply to: #1912632 |
Elite 3022 Preferably on my bike somewhere | Subject: RE: Help! Verizon won't cancel my DSL service I had a similar problem with them turning off our service in MA when we moved and then transferring our phone number while here in VA. They are really good at signing you up, just not taking you off. It's a good way to get you stay with them and not jump from one service to the next when the next great deal comes along. I was finally able to get my bill sorted after calling in a favor with someone I know who works at Verizon. I complained through him, and he got me in touch with someone who finally sorted us out. It was incredibly frustrating, time consuming and costly. I told them that I wouldn't apy the bill until they got it right (they were trying to charge me for a router that I returned to them and had a receipt for) but they couldn't change the bill on a canceled account. Then there was the VA issue... |
| 2009-01-17 9:57 AM in reply to: #1912632 |
Master 3127 Sunny Southern Cal | Subject: RE: Help! Verizon won't cancel my DSL service Telecommunications companies are pretty much white collar crime organizations. I've had the phone companies and cable company try to rip me off countless times with slamming and other fraudulent practices. Be persistent, you'll get it handled. Unfortunately it will soak up hours and hours of your time on the phone and cause you some serious frustration. I no longer try to get the best deal on phone/internet/tv services anymore. As long as I can get a long-term contract, reliable service, and a predictable bill, I am willing to pay more for it. It's not worth the frustration of going through the disconnect hassles, bad customer service and other scams that will be inflicted on me when changing providers or even changing plans with the same provider. Pretty much any contact with a company rep is an opportunity to have something get screwed up or to have an unscrupulous account rep try to pull a quick one one you. |
| 2009-01-17 11:35 PM in reply to: #1912632 |
Extreme Veteran 477 | Subject: RE: Help! Verizon won't cancel my DSL service I had similar issues with Verizon DSL. I spent I don't know how many hours on the phone, first trying to get my service working and then when they could not or would not fix it...I tried to cancel. What is amazing is the number of phone calls and mailings I get trying to get me to use their service again. Do they have any idea how much money they are wasting on me? The money spent for phone/internet/cable is so much for the horrible customer service. They seem to just make it so frustrating that you just give up and keep their service. |
 2009-01-18 12:45 AM in reply to: #1912632 |
| Subject: ... This user's post has been ignored. |
| 2009-01-18 12:49 AM in reply to: #1912632 |
| Veteran 203 , Washington | Subject: RE: Help! Verizon won't cancel my DSL service From: http://consumerist.com/342219/updated-reach-verizon-landline-execut... Call 1-800-483-7988 and press 3 to reach the Verizon Customer Advocates for landlines and DSL. Other valid executive customer service contact information: Ms Beverly Walker - (804) 772-6461 Mark D. Reddick 1-800-321-8700 |
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