My mom, Robin Brooke, is the account holder for the family's Fios account. On July **th of ****, her husband*my father passed away unexpectedly. In the time between his death and this past summer, my mom has been slowly working on everything that goes into recovering from a spouse's untimely death, not just emotionally but logistically. This pushed the cable bill to near the bottom of the priority list-- she continued to pay, as it was set up on autopay, but she paid no attention to what they were billing her for. I only noticed numerous issues when I convinced her to let me see her billing summary in August of ****. I saw that in the time period between July, ****, and August, ****, the monthly cost was exorbitant for a number of reasons.*** - in February of ****, she received one email stating that her "MLB Extra Innings" package was renewing at a cost of $***. There is no record of when this package was initially signed up for, only a record of its renewal. There is no possibility that either of my parents would have signed up for this in the first place. However, my mom did not even open this email, and this notice was not sent over US mail (though her bills are). The payments were spread out in installments, so she did not think much of the fluctuation. Then, in April of ****, she still is on autopay with Fios, and they send they send one email saying that the package has been renewed, again no US mail, and again billed in installments, so she did not make note of the change. Once I began looking into her billing history last month, August of ****, I called to ask about it. I was told, by a Verizon agent, that she at no point was charged this $*** for the renewal, and she must have received the *** - She had been receiving two, $** off promotional discounts (one for internet and one for tv) with Fios, timed perfectly to expire in June and July of ****. Additionally, in June of ****, the cost of the package (just the package, not taxes*fees etc) went up $* per month with no notice given.*** - In this time, Fios had lowered the monthly add-on cost of HBO from **.** to **.**. She was not given any reduction in her bill, and was not alerted to this change.**On August **th, the day I saw all of this history, I called Verizon on her behalf. I was adamant that we would not sign up for a new contract-bound agreement. I was able to change our monthly cost from $***.** to $***.** with the exact same services (besides MLB), on a month-to-month bill. **We're pretty set on leaving Fios because of this. To make this right, and for us to considering staying on as future customers, we expect to be reimbursed for the MLB charges (* years, $****year), and for the difference between what she had been paying every month since July, **** through August ****, and this new rate of $***.**, approximately $*** ((***-***) * **), for a total of $*,***. We would gladly commission GetHuman to assist us with this.
GetHuman1084465 did not yet indicate what Verizon FiOS should do to make this right.