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I called to have a lost cell phone disconnected and new one connected. Although they succeeded in setting up a new line, I later realized from my bill that Verizon Wireless did not actually disconnect the lost phone, but instead upgraded the data package and added insurance.

I have tried on two occasions, but VW will not retract the charge from my last bill. I am told that I must not have spoken "explicitly" enough, despite that canceling the phone was the point of my original call and the the absurdity that I would add services to a lost cell (they can see evidence from their records that I suspended the service online the day before my original call).

Monetary Loss: $90.

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