02-20-2019 10:21 AM
Has anyone else encountered a situation like below? If so, how did you resolve it? (I probably should have left Verizon when I had the chance...)
I put in a cancellation order on 02/11/2019 for my account with an effective date of March 1. A few days later, I was online and in my account there was a 24-month renewal offer for $34.99. I signed up online on 02/16 and I received an email order that summarized the order and all the discounts offered. The email clearly shows a rate of $34.99. Even though one of the $5 discounts ended on at the end of 2019, I would at least have the rate of $34.99 for the year until it jumped to $39.99.
Today (2/20), I called Verizon Customer Service to resolve an issue with a return equipment request and to inquire why online my rate shows as $39.99 instead of the $34.99 that that I signed up for. The Representative was very nice and took steps to resolve the equipment issue and informed me that the $34.99 rate was a mistake and that the $5 online credit through December 2019 was not supposed to be on my account. He was very understanding about the equipment return, so I said I understood about the $5 online credit issue.
After the call, I get an email saying that a new order was placed. This new order shows a $39.99 rate but with a $5 online credit that ends in December 2019, which meant my rate jumps to $44.99 again at the end of this year. At this pont, I'm annoyed.
I use the Chat function but I get nowhere. I'm more annoyed. I call Customer Service again and get nowhere with the first Representative who tells me once an order is placed, you only have 24 hours to cancel. I told her I wanted to cancel the order that the Representative placed just two hours ago, but she tells me it's already gone through. Now I'm angry. I escalate the call to a Supervisor. But I'm already angry at this point. Supervisor puts in my account a note that Verizon will honor the $39.99 rate for 2 years and that when I call in December 2019, I can request to have the $5 discount put back on my account. So I have to call back in December.. but not to worry since it's all noted in my account. Thanks, I guess??
At this point, Verizon "honorably" honoring the $39.99 is an empty gesture. It's not even the rate I signed up for. Additoinally, I never agreed to Verizon putting in a NEW ORDER for me to change my rate. The Rep just explained why online my rate showed $39.99, not that he would make a new order to make my rate even higher!! And how is it a Representative can put in a new order two hours ago that somehow cannot be cancelled?
At this point, I really wish I just let the cancellation order stay. VERIZON, DO BETTER!
02-20-2019 10:47 AM
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