I recently renewed my 2 yr contract on-line for the ultimate Triple Play package with internet 75/75 for a total cost $179.15 including equipment and taxes. The difference between this and my previous plan is the upgrade from 50/50 to 75/75 internet. The internet upgrade was processed next day and the on-line order status showed as completed. I chatted with on-line agent who assured me the new pricing will go into effect with next billing. Next billing came and no new pricing. Instead it showed $252.17, an increase of $73.02. I contacted Verizon support by phone and on-line and they were unable to explain why I didn’t get the new price and offered no solutions. When I asked how I can escalate the issue, the rep hung-up. This is my first bad experience with Verizon after being a loyal customer for many years. How do I escalate this issue?
Hi cormelbrit,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column 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. The title of your post is the link. 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.
Start a new topic or ask questions in the open forum.
