I have been a Verizon fios triple-play customer since Oct-2009. After 8 years with Verizon, on 13-Oct-2017, I decided to terminate the cable and telephone services when the triple-play became triple-PAYing more than $222 a month. Instead of parting with Verizon totally, I decided to upgrade the internet.
The Sales Representative said she would send me a new router and shipping boxes to return the TV boxes. When the router arrived, the package was missing a cable, had 2 ethernet lines instead, and it did not work. I had to be on the phone with Technical Support for 30 min to finally get the new router working. I requested the Technical Support to send me a cable. The cable never arrived. The shipping boxes never arrived, either. I walked in to a Verizon retailer to return the TV boxes.
According to the Sales Representative whom I spoke with on 13-Oct-2017, I would owe about $69.62 as partial month cable and telephone services. On 20-Oct-2017, I paid $50 electronically to Verizon, not wanting to be delinquent on my bill that was dated 1-Oct-2017, which was received before termination of the cable and telephone services. Electronic payment is my usual payment method.
A few days later, I received a new bill dated 24-Oct-2017 for $214.59 with a new account number. The bill did not reflect the $50 that I paid on 20-Oct-2017 to the "old" account number that I had for the past 8 years. On 11-Nov-2017, thinking that Verizon had not caught-up with the billing cycle, I paid $164.59 (which is $50 short of $214.59). On 21-Nov-2017, I called Verizon Finance Representative to explain the situation and she said she was able to locate my $50 payment, (I quote her) "floating" around. She explained that "floating" meant the $50 did not go to the old account number and did not go to the new account number. She promised to fix the issue by putting the $50 into the new account.
One month later, I received a new bill dated 24-Nov-2017 for $137.59 on the new account number, stating that I had an overdue of $50, plus a late fee charge of $5. This meant that the Finance Representative did NOTHING to fix the problem. On 1-Dec-2017, I had to call Verizon Finance Representative again to explain the issue. This time, I was told that I have 3 accounts, 2 closed and 1 active. I was told not do any electronic payment but to walk into a Verizon stall to pay. She said she would waive the $5 late fee.
On 12-Dec-2017, I walked in the Floral Park Verizon store to pay $82.59. The Sales Representative pulled up my record and said I owed $87.59. I showed him my bill and it said I owed $137.59. I logged in to my online Verizon account, it said I owed $82.59. None of these numbers agreed with.
On 30-Dec-2017, I received a bill from Verizon saying that I still have an overdue of $50 and threatened to suspend my service on 6-Jan-2018. When I logged in to my online Verizon account, it says I owe $137.59 which includes $50 overdue and $5 late fee again.
I have no clue who can help me. I need an address to write to someone in billing. I do not want to talk with any Finance Representative, I would like to write to the Manager of the supervisor of the Finance Representative. Please provide an email address and a name of the Manager of supervisor of the Finance Representative.