Verizon Communications Overbilling and Collections Issue New York New York

Verizon (cable and Internet Service Provider) overcharged me by charging for a television channel (HBO) not ordered separately – a service that was provided with the cable television service by the company.

This matter represents an ongoing issue and unethical business practices on part of Verizon.  Under number 654-200-XXX-XXXX-XX, an account was established for cable, phone and Internet service in Maryland.  As an incentive, the sales representative added the HBO channel at no extra charge, with emphasis added.  The account was established on or about March 16, 2015, for residential service.

Upon receipt, I noticed a billing error.  I was charged nineteen dollars and ninety-nine cents ($19.99) plus taxes for a channel that was supposed to be free; bill dated March 15, 2015 with a due date of April 9, 2015.  I called Verizon customer service and reported the error.  I was told the billing discrepancy would be corrected by crediting the amount ($19.99 + taxes and fees) and by correcting the account to prevent a recurrence.

Unfortunately, the billing error continued; Verizon was overbilling the account monthly at $19.99 and failed to correct the problem after repeatedly being informed.  As a result of the unethical business practice, I cancelled the service in or about September 2015 (per Verizon).  Any and all equipment belonging to Verizon was subsequently returned to Verizon at 375 PG Boulevard, Unit B, Upper Marlboro, 20774; 877-248-1875.  The return was documented under Customer Equipment Receipt ID:  07051XXXXXXXXXXXXXXXXXXXX.  At that time, I asked the manager then present to check the account to assure all financial obligations had been met.  The manager responded by informing me that the account did not have a balance.  The manager then attempted to sell me cable and Internet service with Verizon under a new account for the same residence, to which I declined based on the poor customer service I received which prompted the closure of the initial account.

On or about April 21, 2017, I received a notice from EOS CCA located in Boston, Massachusetts, dated February 3, 2017.  The company presented to be a collection company representing Verizon.  The company claimed I owed one hundred fifty-three dollars and seventy-six cents ($153.76), but the notice indicated they were willing to settle for seventy-six dollars and eighty-eight cents ($76.88).  The company’s account number was 8-XXXXXXXX. 

At approximately 3:00 PM, I called the company via 855-666-9210 and was told to call 844-358-7981.  The company had no relevant information on the dispute and directed me to contact Verizon for information. 

At 3:40 PM, I contacted Verizon customer service/billing and was transferred back and forward between Verizon customer service and Verizon collections; I was told that the account was not in collections with a collection company and was in good standing.  I requested a detailed billing statement on the account since inception, and I informed the representatives of the prior six months of overbilling disputes at $19.99 per month.  The response I received from customer service was that the Verizon collections department could simply recall the matter from the involved collection company and closeout the account.  However, the Verizon collections department advised that the customer service department was incorrect as no information was readily available on the account.  I was told that I had to make all of my requests through the collection company to which I disagreed as the discrepancy originated and rested with Verizon.

At 4:20 PM, I contacted the collection company via 844-358-7981 and made contact with a helpful and competent representative.  Though the representative did not have sufficient information to address the underlying issue, as that representative did not have detailed records on the account as Verizon had alleged, I, nonetheless, put in a request for any and all Verizon business records with regard to the account and matter in dispute.  I further placed the matter in dispute with the collection company and requested a refund for the over billed amount (overbilling - absent taxes and auxiliary - fees was estimated at $119.94).  The representative was clear that the responsibility was on Verizon to provide the account records as requested to the collection company and me within 30 days.

From April 21, 2017 to August 27, 2017, I have not received anything from Verizon.  Consequently, I am reaching out to obtain a resolution and to bring light to Verizon’s unethical and illegal billing practices.  This company must be held accountable.

At this juncture, I am requesting a refund in the amount of one hundred nineteen dollars and ninety-four cents ($119.94) and a refund for any additional charges, taxes or fees related to the HBO overcharge.  I am also requesting that any adversarial credit reporting action be remedied.