Hello and good day all. I've never had to use this before. I've been a customer of Verizon FiOS for years, but every so many years I have to 'cancel' just in order to get the deals they only give their new customers, not old, loyal ones.
My problem is this:
I called after being off service for between 3-4 weeks and they sent someone out to reconnect me. After a short bit (in the first month) I called to have my service cancelled. Why? Because the selection of (or lack thereof) channels were not impressive for the package I ordered (can't afford their outrageous ones) and the constant problems I've had all along throughout the years of service with them (tv CONSTANTLY freezes. Had Many technicians over, NO one can fix it or tell me why) keeps happening. And for a little over $90, it simply wasn't worth the aggravation if I couldn't even get all the channels I wanted. So I called to cancel, they gave me some Elite Specialist whom then told me she could add a monthly discount to make it so I had the cheap internet still, but 'Extreme HD' which would have the more channels. And all for keeping me just South of $100. Even said she was going to call monthly to make sure I was still getting the discount. So I said ok and I'd keep it.
Guess what? No discount. My bill runs between $108-$119 (depending on how their feeling this month!), and when I just got off the phone with another 'elite specialist', she told me she had NO idea what I was talking about. Saw no record of what I told her, and when I gave her the name of the woman I spoke with? Told me...."We have hundreds of representatives all over the world ma'am. I couldn't possibly tell you if that was her name."
FINE! I want out! Told her so and I didn't want to pay an early termination fee as they did NOT give me what they promised me! Or else I never would've kept it, and had it cancelled when I originally called to cancel it!
She assured me there is NO way to take this off if I cancel. Told me she's 'With the retention department, and this is as far up as it goes. No one else will take that off either'.
So I asked for her supervisor. She said there's only one above her (yeah right!) and that person can't possibly take that off either. It's just not going to happen. Kept me on hold another many minutes, only to come back after the second time to tell me there are currently no supervisors available right now for me to talk to. Can they call me back.
SOMEONE please tell me there's a way out of this? I've read on contracts that since they renegged on their part of the contract, that I should be able to argue it as a change of terms of the contract and therefore are grounds of cancellation of it, and then the ETF can be waived. But I'm just lost here at the moment. What can be done when they try telling you they've never heard of the person (THEIR rep!) you spoke to and therefore whatever she promised is void??? I hate Verizon at this point and want to get rid of them. But I'm poor! I don't have several hundred dollars to pay for some stupid ETF.
Help please someone?
Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
We closed your private support case. It seemed like our assistance was no longer required due to you no longer responding. Make a new post anytime you need our help.
- Jose_VZ
Start a new topic or ask questions in the open forum.
