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Misleading service change

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Willy3
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Contributor
Posts: 1
Registered: ‎11-27-2021

Misleading service change

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PLEASE BE AWARE of shady practice by Verizon. I rarely post anything but I am so annoyed at this service by an essential service provider and wanted to share so others are aware. I am a very longtime customer for home and mobile services. My goal was to upgrade wi-fi service and remove the premium channels I don't watch to offset cost and hopefully reduce my monthly cost. Each time I used their Chat feature, which took forever, the offer would change and the cost would increase. I finally decided on a package I thought would work, even though it would be initially a bit more $. After the service was completed a couple of days later the Multi Room (digital video recording) DVR feature was removed all my recorded programs gone as well. Removing the feature was NEVER mentioned to me or an option I would have considered. After spending more time with the Verizon online Chat feature last night with three different people (I have Transcripts to confirm) I was told I would have to pay more money to get the DVR service back. I spoke with Denise (would not give last name) from the Verizon NJ Escalation Unit who initially said didn't you look at the order confirmation? Yes, I did. It did not indicate the DVR service was being removed. Today I am offered to change my five boxes, on my own to get the DVR service back, during the holidays because who doesn't have the time? Yes, and still at an additional charge per month. This is worst then a bait and switch and just pure deception to the consumer. Be very careful not to be taken. Needless to say, I will be looking at other service providers.
In the interim, I will be posting this incident anyway I can so hopefully the next person will be more careful. My complaint has been submitted to the FTC, Planet Complaint, Facebook, Twitter, Better Business Bureau, NYS Consumer Affairs and Yelp.
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LawrenceC
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Posts: 11,096
Registered: ‎03-18-2013

Re: Misleading service change

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(284 Views)

Hi Willy3,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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