When our family purchased our new house back in May of 2013, we had been a customer of a competitor company and decided to switch to Fios when we moved. After our Fios was installed we continued to experience glitching when watching OnDemand services; after many attempts to replace boxes, having them reset, we cancelled our service and switched back to the competitor.
Back in November of 2014, we had two young ladies visit our house while we were eating dinner who were representatives with Verizon and wanted to earn our business back. They offered a great package so we switched back. When we received our first bill, I noticed a Internet activation fee 1 of 3 for 69.99. I was never informed of this fee and contacted Verizon thru their chat option. Not accepting the first representatives reply that the fee is only waived for orders placed online, I then demanded to speak to a supervisor, named Steve. After several minutes of going back and forth, he finally agreed that the fee would be waived. Unfortunately, I didnt save the chat, so I have no proof of what was said during our conversation.
After receiving my current bill, I still see the fee being charged and no credit being applied. So again, I contacted CS via the phone and now to be told by this representative that there is a note on the account I would be faxing a paper requesting to waive the fee. What waiver? And if I had a waiver, I certainly would have faxed it. Why does Verizon continue to make customers jump through hoops and lie about waiving a fee when there is no intention to? And yes, we habe been experiencing issues, again, with OnDemand shows. This is completey unacceptable. I look forward hearing a response on how my issue can be resolved.
