In Feb 2009 Broadband service from Verizon was cancelled and modem was returned as directed. After paying final bill less modem charge of $39.99 as directed, we continued to receive bills for $39.99.
On 3/9/09 Verizon confirmed receipt of the modem and promised to post credit to the correct account.
On 6/9/09, after receiving additional bills, Silisha at Verizon assured us she had processed the credit and gave us another confirmation number.
On 6/10/10 Verizon put us into collection the CBE Group for the 39.99. Many hours of phone contact later we were assured once again on 6/15/10 that the appropriate corrections had been made by Germaine at Verizon. We heaved a sigh of relief and thought the matter was ended.
On 12/22/10 we were notified by Allied Interstate that we had been turned over to them by Verizon on 12/15/10 for the $39.99. On 12/23/10, I spent 1 hour 45 minutes on the phone with various Verizon departments. Billing Department shows zero balance and says they can do nothing, Collections Department says it is a long distance issue (though they can't find the bill when it originated) and we have to deal with the Billing Department. Over the time on the phone I was hung up on/disconnected 5 times, connected to lines that were not in service after lengthy pushing of menus buttons twice and in response to the question why the various Verizon departments couldn't communicate with each other to resolve an issue that was internal and had nothing to do with me, I was told only the consumer could deal with this issue due to privacy regulations - truly the most absurd statement to date! Repeated requests to speak with a supervisor met with refusal or a disconnected line. Understanding that these folks are only doing their job, I have been polite and tried to remain rational.
Spoke with the credit agency and they require a detailed letter describing all that we have done over the past 18 months to resolve this issue in order to even put a hold on the account. Phone numbers on the credit notice providing required FTC numbers to call result a menu of unrelated information.
Also filed a request to MD Public Service Commision but suspect they are going to say they don't have jurisdiction because this isn't strictly a telephone problem. Don't know where to turn and hope someone can help make this Holiday a whole lot happier by ending this once and for all.
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