Text of letter sent to Verizon today:
I have placed several calls to your customer service center related to a variety of billing errors on my FIOS account (referenced above), and to date one of them remains unresolved.
After having FIOS installed on January 31, the first bill showed a charge of $139.99 for a wireless router that was to have been provided free of charge. On my first call to the customer service center I was advised that this was a "system-wide" billing error, and it would be automatically credited. I was further advised that a "claim" was placed to cover this error (so that I would not be billed late charges) and that the credit would be forthcoming within one to two billing cycles.
Today (three billing cycles hence) I called the customer service center again. I was advised once more that I didn't have anything to worry about because a claim had been placed on my account. I asked if I might access a copy of this "claim" and I was told that I could not access it because it was in the system. I asked how I might contact the department that handles these claims, and I was told that consumers cannot contact them. I was astonished by this, to be honest.
I have completely run out of patience, as this particular billing errors is one of several that I have had to spend time getting resolved. I do not want to have to make one more call about this issue, accordingly, I hereby request that Verizon provide me the following in writing no later than June 18 so that I will have some credible support for the absence of culpability on my part:
• The expected date of the credit to my account for this overcharge ($139.99 10.85 tax = $150.84)
• Written verification that this wireless router charge was indeed an error on Verizon's part, and that while it may remain on my bill for months to come, I am not liable for the $150.84 that shows on my account as a past due charge.
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