<prompt> Human: They have been paying Fios super fast internet 40 home phone 25 65 for the most basic Verizon plan 5 for 1mb internet home phone. 60 overpayment. 132 months 11 years60 7920I want to call for them they speak terrible English but am afraid Ill just be ignored by the enormous company. I certainly dont want to pursue legal action. Any advice or better yet a Verizon representative that can help me here?Assistant: I dont understand - has their bill been 5 and they send in 65, or has their bill been 65 and you think that they should get a retroactive credit because they dont use the service?In the first example, their account should have an almost 8K credit, and they should get the balance refunded or applied to further bills. In the second example, you dont have a shot in the world. Human: Their bill has been 65 every month. They use the Internet daily but I had no idea how slow it was 1mb. Checking online I found out Verizons most basic plan or one of, Im not completely sure, is 5 a month for a package of 1mb internet plus home phone. I then found the prices for Fios around 40mb internet was 40 and another 25 separately for home phone which is what theyve been paying. I dont think its outlandish to feel they deserve a refund here.  <response>: So they signed up for this plan and continued to pay for it. There is nowhere to go here.This is why you need to audit your bills periodically and check if there is a better plancontractdeal to be had.Verizon owes them nothing. If you ask nice you might get a credit while you switch them to a more reasonable plan. But plans and pricing change. No vendor will stop you from keeping an older and more expensive plan when rates are going down, so this needs to be done regularly.Again, Verizon owes them nothing. This is 100 on them. 