Florida Couple’s Routine Phone Bill Turns Into a Holiday‑Season Nightmare

December 23, 2025

What began as a simple attempt to review a first month’s phone bill has spiraled into a weeks‑long ordeal for a Volusia County couple, who say Verizon—one of the largest cellular carriers in the United States—charged them for services they never received, issued conflicting explanations, disconnected their line despite an approved extension, and has yet to correct the disputed charges.

According to the couple, their Verizon wireless service did not begin until October 31, 2025. Yet the first bill they received showed charges dating back to early October—weeks before they had an active account, a working device, or any service at all.

The statement listed a $718 device charge and a past‑due balance of $506.38, even though, they say, no bill had ever been sent and no service had been provided during the period Verizon claimed they owed money.

A Maze of Conflicting Explanations

The couple reported spending hours on the phone with Verizon customer service—seven calls in total—only to receive seven different explanations, none of which matched the information recorded on their account.

They described being transferred repeatedly, promised callbacks that never came, and told stories ranging from “system errors” to “store‑level mistakes” to “billing cycles that couldn’t be changed.” Each time, they say, the representative assured them the issue would be corrected. Each time, nothing changed.

By mid‑December, the couple believed the matter was finally being reviewed. Verizon reportedly confirmed that an investigation into both the charges and the retail store involved was underway.

Disconnection Despite an Approved Extension

On January 3, 2026, the situation escalated dramatically.

Despite receiving an email from Verizon confirming that their payment due date had been extended to January 12, 2026, and that their service would remain active during the investigation, the couple’s phones were abruptly disconnected.

They say the disconnection came without warning, without explanation, and in direct contradiction to the written extension they had been given.

After contacting Verizon again, the couple’s service was restored later that same day. But the disputed charges—now weeks old—remained untouched.

“We Never Had Service Before October 31st”

The couple maintains that they did not have an active Verizon account before October 31st, and therefore could not have incurred the charges Verizon claims they owe. They insist that the October bill is impossible, and that the past‑due amount is the result of a billing error that has yet to be corrected.

They also say that no paper bill, email bill, or digital notification was ever sent to them prior to the sudden appearance of the $506.38 past‑due balance.

Verizon’s Response

A Verizon spokesperson has not yet issued a public statement on the case. According to the couple, the company has acknowledged internally that the account requires investigation, but has not provided a timeline for resolution.

The couple says they have been told repeatedly that the matter is “being escalated,” but no corrections have appeared on their account as of this publication.

A Fight That May End in Court

As of December 23, 2025—and continuing into January 2026—the couple is still disputing the charges. They say they are exhausted, frustrated, and out of patience.

If Verizon does not resolve the issue soon, they plan to take the matter to court, arguing that they have been billed for services never rendered, misled by customer service, and disconnected despite written assurances to the contrary.

For now, they remain in limbo: service restored, charges unchanged, and a growing sense that what should have been a routine first bill has become a bureaucratic nightmare.