Not resolved
Billing Practices
Customer service

I am the executrix for a dear friend of mine who passed away in October of 2014 after a very long battle with metastatic pancreatic neurocrendocine cancer. When she lived in Wesley Chapel Florida, she had Verizon FiOS services which included FiOS Digital Voice Unlimited, FiOS TV Extreme HD, and FiOS Internet 25/25. In July of 2014 (after a hard decision to stop her chemotherapy treatment) she came back home to PA to get her affairs in order. Before doing so, she placed Verizon FiOS services 'on vacation' and her services were parked until March 31st, 2015.

In late August 2014, she somehow managed to get up the strength to fly back to Florida, get her house on the market (and sold), pack everything up and drive back to PA with her 19 year old daughter to live out whatever time she had left. She was back in PA by the second week in September. While back in Florida, she called Verizon and asked how to return her FiOS equipment. Verizon then sent her the equipment return boxes "Verizon will send you return box(es), labels,and instructions. Detailed information on returning equipment is also available anytime at Rest assured returns are free and easy." Her daughter, packed up the equipment in the Verizon provided boxes and returned the equipment to Verizon.

Verizon claims that in early September, (when the call was made to request the return boxes, which of course Verizon has no record of), that instead of cancelling her account, she wanted to make sure the services were still on hold until March 31, 2015. While my friend was very sick, she was still very lucid and sharp as a tact. She would not have continued to place her services on hold knowing that A) She just sold her house in Wesley Chapel B) She was making a permanent move to PA and C) She was nearing the end of her days. She obviously called to cancel the services and return the equipment.

Unfortunately, on October 21, 2014, my dear friend lost her battle with cancer and was placed to rest.

When she had returned to PA in September, she told me that her Verizon services had been cancelled and the equipment was returned. I never gave it a second thought, until yesterday, June 8th, 2015.

My friends Verizon account was set up for automatic payment via a bank account that is still active for estate purposes. For April and May of 2015, her account has been charged $739.68 by Verizon for FiOS services. When I called to dispute the billing error, they state that there is no record of the services having been cancelled nor the equipment being returned. Both of the customer service representatives that I spoke to could barely muster any empathy for the fact that they are billing someone who is deceased. Because they only have their ‘wrong’ customer service notes, they will not reimburse the estate account the $739.68 that is owed.

To take this a step further, they at no time asked me for proof that I was the executrix of my friends’ estate and allowed me to cancel the account over the phone, and change the contact information. That should make every Verizon customer feel really safe shouldn’t it?

Question: Why would someone call to find out how to return equipment, (and actually return the equipment), but then say to have their services continued to be 'on vacation'

Answer: They wouldn't! This is an obvious Verizon Customer Service mistake.

Question: Why wouldn’t Verizon bother asking for a copy of the death certificate before they canceled the service?

Answer: Because they are poorly trained and really don’t care about the security of their customers’ accounts.

Question: Why can’t FiOS technology detect that equipment isn’t installed or not receiving transmission for 2 months?

Answer: Maybe it can, but the customer service people I talked to weren’t interested in helping to prove that they may actually be wrong.

Question: Where has human decency gone? A simple, ‘we’re sorry to hear of so-and-so’s passing and if you can provide us with a death certificate’ we’ll gladly reimburse her account.

Answer: Right down the hole with the rest of corporate America.

Dear Verizon,

When you read this, please reference account number 069854725 for zip code 33543. You have my contact information; I’ll be looking forward to resolving this matter with you, the right way.

-The Executrix

Product or Service Mentioned: Verizon Account.

Reason of review: Poor customer service.

Monetary Loss: $740.

Preferred solution: Full refund.

I didn't like: Customer service.

Company wrote 0 private or public responses to the review from Jun 09, 2015.
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