Verizon customer paid $1,500 over 5 years for a landline she thought she cancelled

verizon early termination fee
Ken Wolter/Shutterstock
Once you cancel something, you don’t expect to deal with it again. Unfortunately, that’s not what happened with New Jersey resident Lauraine Hollyer, who was charged for a dead landline for five years, reports

According to the report, Hollyer cancelled her family’s second landline at least 14 years ago, since her children had cellphones instead. Weirdly enough, when Hollyer looked over her April 2015 Verizon bill, she noticed there was a $25.94 charge for message rate service and line maintenance. Hollyer deducted the charge from the bill, but she decided to look over previous bills in order to find out where this charge came from.

Hollyer found that she had been paying that same $25.94 a month for her previously cancelled landline since April 2010, bringing the total to $1,500.28.

Understandably, this caught Hollyer by surprise, since she wasn’t billed for the cancelled landline for almost a decade. She admits it was a mistake to not check the Verizon bills, but she also believes she has a “right to expect that when a bill is submitted it is correct and that charges for something that has not been charged for over nine years won’t all of a sudden magically show up.”

Hollyer initially contacted Verizon about the $1,500 mishap on June 2, only to be told that the carrier would only refund three months’ worth of charges. She couldn’t connect to a manager that might have opened the refund up a bit more, and she even contacted Verizon chief financial officer Francis Shammo to no avail.

Unfortunately, all these calls did was have Verizon send her a letter, saying that her service would be suspended if she didn’t pay “overdue” charges for April and May. That particular dilemma was overturned, though Hollyer still couldn’t get anything better than a three-month refund.

That’s when she reached out to, which then reached out to Verizon vice president Tom Maguire about the issue. According to Maguire, he looked into the dilemma and decided to issue Hollyer a $1,500 refund. In addition, he said that Verizon would talk to the people who didn’t follow through with the calls back that they promised Hollyer.

Hollyer is happy that she will get a proper refund, though she’s not too thrilled with Verizon customer support.

“Service agents need to be taught to follow through with their promises,” said Hollyer. “Supposedly everything is written down on the computer so they should have to check back on a weekly basis to see that what has been promised did in fact occur.”


4 women innovators who are using tech to help others live better lives

Meet four women leaders who are not only at the forefront of technology today, but also using tech — from robotics and medicine to food and undergarments — to help others.

Google Fi: Phones, plans, pricing, perks, and more explained

Google's wireless service, formerly Project Fi, now goes by the name of Google Fi, and it's now compatible with a majority of Android phones, as well as iPhones. Here's everything you need to know about Google Fi.
Movies & TV

The best shows on Netflix right now (March 2019)

Looking for a new show to binge? Lucky for you, we've curated a list of the best shows on Netflix, whether you're a fan of outlandish anime, dramatic period pieces, or shows that leave you questioning what lies beyond.

5G is going to cost you a few bucks more, at least on Verizon

Verizon is in the midst of a massive 5G rollout. In addition to fixed 5G service, it will also begin deploying mobile 5G in the coming months. Here's everything you need to know about Verizon's 5G network and when it will be in your town.
Home Theater

What’s new on Netflix and what movies and shows are leaving in April 2019

Our complete list of what's new on Netflix for April 2019 and which titles will be removed will help you catch up on your bingeing, and also ensure you don't miss any titles heading into the streaming ether.
Home Theater

Pandora now lets you mess with the secret sauce for its music playlists

Pandora introduced a new feature called Modes, allowing subscribers to pick between six different algorithms that determine what the popular music streaming service will decide to play.
Home Theater

Apple’s new AirPods bring only minor updates to the much-loved originals

Apple has announced its new AirPods, the much-anticipated follow-up to Apple's wildly popular AirPods. With optional wireless charging and hands-free Siri, it's a minor update, but a welcome one.
Movies & TV

No TV? No problem. Here's how to watch the Final Four online

Whether you want to watch the Big Dance on your phone or on your smart TV, we have the lowdown on all the ways to watch March Madness you can handle. Grab your foam finger and some nachos.
Movies & TV

Study up for season 8 with the best Game of Thrones theories

Season 8 of Game of Thrones is still on the horizon, meaning there's still time to brush up on the best theories about the show. Whether you're one of the last adherents of the Cleganebowl or a King Aerys truther, here are our top theories.
Home Theater

The best Dolby Atmos movies for your home theater sound as good as they look

If you've got your hands on some sweet Dolby Atmos gear, the next step is to find films that take advantage of it. These are our picks in several genres for the best Dolby Atmos movies currently available on Blu-ray and streaming services.

Great PC speakers don't need to break the bank. These are our favorites

Not sure which PC speakers work best with your computer? Here are the best computer speakers on the market, whether you're working with a tight budget or looking to rattle your workstation with top-of-the-line audio components.

Building a 4K home theater? Grab a discounted Denon A/V receiver from Amazon

Denon makes some of the best 4K A/V receivers on the market, and a handful of Denon’s latest models are on sale on Amazon now. If you’ve been thinking about building a home theater and are looking for a 4K receiver that doesn’t cost…
Home Theater

Here are some common AirPods problems, and how to fix them

Apple’s AirPods are among the best fully wireless earbuds we’ve seen, but they’re not perfect. If you’re having trouble, take a look at our guide to the most common problems and what you can do to fix them.
Product Review

Simple and reliable, Apple's AirPods are among the best fully wireless earbuds

Apple’s AirPods wireless headphones have dominated the market essentially since they hit stores in December 2016. Though not without some faults, they cracked the connectivity code to rank among the best fully wireless earbuds you can…