Recently I moved and chose to move my Verizon Fios services with me. When I spoke to Verizon I let them know that I already had the modem (purchased from them) and that I've been in the new home already and that it was all set to go (wired up and a up to date new ONT) and that i would like to do the self install (which I am more than capable of). The Verizon Fios agent told me the ONT was outdated and would need to be replaced ans that a technician would need to come out and a $99 fee would be charged for that visit. I let the agent know that the ONT was the ones they currently use as my mother (who lives on the same street a couple houses down) had just gotten installed had the same exact ONT and that there was no need for a technician and I could do it myself. They insisted I needed the technician so I asked at the time if the fee would be waived afterwards if we come to find out it that I could have done the self installation and the technician was not needed and I was told it would be. The day comes for the technician visit. I had my modem and as soon as we got there even the technician wondered why he was needed as I could have done the self install. He literally did nothing other than watch the lights come on the modem showing that the service was active. I mentioned to him that I wanted to do the self install but the Verizon Agent wouldnt let me and that I was going to be charged a $99 fee for him coming out to me. He said he was not needed and that he would make a note on my account of that so i shouldnt be charged.
My bill was due shortly thereafter and I paid it even though the installation fee was on there because I didnt want to incur late charges from non payment and assumed that it would get credited back on the next bill.
It did not.
I called today to explain the situation to a different Verizon Agent and was told that they would give me half of the fee back. I inquired as to why should it be half when the technician was not needed, did nothing, I was told it would be waived if it wasn't needed when I talked to the original Verizon Fios agent, and that the technician stated that he would note it and that I should not be charged as well? I got the runaround.
So, I asked for a supervisor and was transferred to one who would only give me the half off as well. I did not accept it. I should not be charged for a technician fee for something that I did not need, would told be waived, and for NO SERVICE provided. I am on a fixed budget and other providers would love to have my business (and would gladly offer installation with no fee to have it). I have been a customer for 4 plus years and would've continued to be but now I obviously have to start shopping around because terrible customer service like this should not be rewarded with customer loyalty.
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