I cant get help for same issue lasting over 19 months now!!!

Question

This is a long issue here but everything is available to see per Verizon in the notes. I have tried many many times to get assistance and I am getting no where with the many customer service reps that I have spoken to.
The issue started in September 2013 with my home fusion account. I had had it for several months with no issues.  Then 1 day after my billing schedule I started receiving text messages saying my usage was almost over the 10GB again in 1 day. I called to ask customer service what the deal was. I was told that perhaps since its just the 1 day after my billing schedule perhaps the system is just overlapping. I was told to give it a few days and it should straighten itself out. I did as told but kept receiving the text messages saying the overage was still pulling GB. I called back and a new gentleman told me to go ahead and unplug the unit until we figure it out. I did as told. However by this point I had racked up about $1500 of overages. The tech department could not say anything but that it was some cloud based service pulling the GB. We have no such thing and live on 30 acres in the woods with no one around as they said perhaps someone else was using our wifi. That wasn't possible but yet they still said it was something we did.   After some months going back and forth we finally agreed on a settling point where they paid a small portion and I paid the majority.  fast forward three months or so and I was still being charged the $100 month for a unit I was told to unplug. I called and said this was suppose to be cancelled back in October when we had the issues as we were not going to chance having another issue like this.  They lady said dhe would take care of it.  A few months later I called from the Verizon store and talked with another gentleman.  Again he said yes I see all the notes and issues and he would send up a note to the home fusion department to have that cancelled. I was ok with that. A few more motnhs go by and I STILL was being charged the $100 fee. I called again spoke to another lady and again was told it would be taken care of.  Then in about june or July 14 I called again and got to speak with a supervisor again. She looked in the notes, agreed it was suppose to be done sometime ago. I ask her how will that work with a refund as I been paying all this time for something unplugged that was suppose to be canceled. She said what I needed to do as the amount was too high for her to approve was email corporate. I got the information from her and did so. At that point I thought it was cancelled and then now I need to just figure out the refund part with corporate. Now all the sudden the charge appears back on my account. When I call they said it was suspended for vacation. Why would I need to suspend the account for vacation when it had not been used nor showed usuage on their end in nearly a year. So here we are now. After many emails to distrist managers, dozens of calls to customer service, and more no one has ever called back to follow up like many of the reps said they would. I was told there would be a $200 cancellation fee in the beginning when I was told to unplug device which I was fine with as I couldn't afford another $1500 bill if the receiver went crazy again..  19 MONTHS later this is still not solved and NO ONE has done anything they promised in regards to contacting me after I say that that's what the last rep said and they said NO but we definently will.  What do I do?

Answer 1

The only sort of credit I was recieved was yesterday because apparently in
October 14 instead of cancelling the person suspended the account for
vacation use and it came back on and I was being charged again for last few
months so they returned $198 for the last couple months of charges but then
charged me $140 to cancel.  The deal is this should have been canceled in
early 14 and I can not get anyone to help in regards to all those months I
was charged then. The rep yesterday kept trying to send me to financial
care to discuss that but I know good and we'll that financial care can not
handle any credits etc. So it was a year of left I was being charged. As
far as tickets they had opened tickets in the past in regards why the
overage occurred which we "resolved" but my issue has been the lack of
cancellation after many request way prior and the fact I was told to unplug
the unit in case it was the unit. It was unplugged in Sept 2013 and never
plugged back in. They show no use had ever been used since then, they know
we had a issue, but still charged me for a year for the service.  The other
part that really bothers me was when the overage was occurring was they
said they would upgrade it to tech. I called back 2 weeks later and it
still hadnt been upgraded to tech. As soon as it was upgraded they called
and said jnplug.  But during that 2 week period it caused a $1000 of
overage.  I have email confirmations of this where the tech apologized for
not getting it up the the correct department but said I was still liable
for the charged occurring through that time even though if he would have
sent it that day instead of 2 weeks later we would have known to unplug
then and avoid that extra $1000 in charges.  I have and would be willing to
share those emails with anyone. I was put in a corner to try and pay that
so that my phone lines would stay active as verizon is the only thing that
works here and they said it would go against my credit.  Again email
aknowledgement saying they didn't get the issue up to the tech for 2 weeks
and during that time the issue ran many GB but I was still responsible for
the charges even though when they did get it to them like they were suppose
to the first time problem was "solved" right away by being told to unplug
unit.  Even when I tell reps that I have all these emails from techs
adwaynd reps showing these things they have never asked to see them or
anything. They say  no computer says it was your fault.  I just don't
understand.
On Mar 31, 2015 10:31 PM, "Verizon Wireless Customer Support" <