A local woman contacted WRAL 5 On Your Side for help after she said Verizon failed to cancel an unused phone service.

For the last decade, Suzanne Markham has had to navigate a new normal with her husband, Harold, who, as she puts it, is “way into an Alzheimer’s diagnosis.”

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Aside from the obvious emotional pain of the diagnosis, Markham also had to deal with finances and paperwork. As Harold’s health declined, he could no longer use his phone. So Suzanne called Verizon, explained the situation, and said Verizon told her the line was cancelled.

But a month later, Markham received a bill for $239. She called again and said she was once again told the service was cancelled, but the bills continued to show up every month.

“I didn't know what to do. I mean, I’ve call

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