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Is this how to treat your loyal customers !? (Massive increase in monthly charges!)

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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎01-07-2012

Is this how to treat your loyal customers !? (Massive increase in monthly charges!)

Message 1 of 7
(1,210 Views)

So I've been with Verizon for 2 years now and my services are up for renewal.

 

I decided to go to the Verizon website to check out what renewal / upgrade options were available to me. The usual prompt to talk to a CSR came up and thought what the hell, lets see what they can do for me. 

 

The conversation started with them thanking me for being a loyal customer to Verizon, but then the conversation took a turn for the worst.  Not so much with the agent but more of what he could or as the case is NOT offer me.

 

The CSR first informed me that I could have exactly the same package as I have now for an increase of just $10 m/o.  I was even informed that my internet speed would increase from 35mb to 50mb. 

 

However this was incorrect !

 

My current Triple Pay pack (purchased 2 years ago) was $109.99 m/o.  I also have Multi Room DVR ($39.99 m/o) along with HBO ($16.99)  With taxes etc my monthly bill is $186 ish.

 

After a long conversation with the CSR it appears that TRIPLE PLAY is now a whopping $154.99.  For me that's nearly a $50 increase !

 

Add to this the $39.99 for multi room and an increased price for my HBO service of $19.99 and my monthly payments jumps from $186 to $219, an increase of $30.

 

This also includes the $5 monthly discount.

 

What I thought would be a painless transition to a new contract as now turned into me considering leaving Verizon.  I can't justify paying $30 + taxes extra each month for the same services I've had for 2 years !

 

Is this really how Verizon say "Thanking for being a loyal customer"....

 

This is not a complaint against the CSR agent.  Infact they were really helpful, its more a complaint about the treatment of so called "Loyal" customers !

6 REPLIES 6
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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎01-07-2012

Re: Is this how to treat your loyal customers !? (Massive increase in monthly charges!)

Message 2 of 7
(1,206 Views)

Appears Im not alone with this problem  !

 

Link Here

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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎01-07-2012

Re: Is this how to treat your loyal customers !? (Massive increase in monthly charges!)

Message 3 of 7
(1,202 Views)

As a side note, how do you cancel your service ?

 

It appears that I can do everything with my account , services, bills etc apart from cancel them !

 

"Cancelling Service" also doesn't show any results in the search box !

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Copper Contributor
Copper Contributor
Posts: 7
Registered: ‎07-24-2010

Re: Is this how to treat your loyal customers !? (Massive increase in monthly charges!)

Message 4 of 7
(1,176 Views)

See my post nearby

with no changes to service

my bill jumped from $121.28 to $139

I don't have the option of quitting, my condo unit is

locked in to a long agreement but general dissatisfaction makes it

clear we will run not walk from Verizon service when we can.

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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎01-07-2012

Re: Is this how to treat your loyal customers !? (Massive increase in monthly charges!)

Message 5 of 7
(1,132 Views)

OK.. I'm thinking of taking this further as surely this is false advertising !

 

On the front page of MY VERIZON

 

Note that it states "LOCK IN YOUR CURRENT BUNDLE DEAL PRICE FOR 2 YEARS !!!!"

 

Capture1.JPG

 

 

 

OK, so heres is my current bundle deal ! as seen on my bill....

 

Capture2.JPG

So why cant you do exactly what your website is telling I can.

 

Instead the CSR tries to sell my a bundle deal at $154.99 m/o !

 

 

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Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009

Re: Is this how to treat your loyal customers !? (Massive increase in monthly charges!)

Message 6 of 7
(1,123 Views)

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 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. 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.

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Employee Employee
Employee
Posts: 3,193
Registered: ‎04-10-2013

Re: Is this how to treat your loyal customers !? (Massive increase in monthly charges!)

Message 7 of 7
(725 Views)

Hello Paulo88,

Unfortunately due to non response we will close the private thread. If you still need help with bill or getting in contact with the specialist, or ever need anything else, please let us know in a new public thread.

Thank you,
-Jeramy

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