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Triple-Play bundle or is it Triple-Play Blunder?

Triple-Play bundle or is it Triple-Play Blunder?

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Contributor Montegoe
Contributor
Posts: 4
Registered: ‎10-15-2009
Message 1 of 9
(18,018 Views)

I was were very happy with the FiOS service we were getting. We had a TV/Internet/Phone bundle and were pleased. I should have left well enough alone and not tried to “upgrade” our service as it’s now left us with different opinion of Verizon.

 

It started when we tried to upgrade our internet speed from 20/5 to 25/15. The rep I chatted with said it was only going to be a difference of $10 per month to make the change so I went for it.

 

As it turns out to make the change, the rep changed our bundle. In doing so the price of the TV bundle went up $36 per month. Sure the internet  portion only went up $10 but the overall change to the account was +$50 per month. This was not what we were told was going to happen so naturally I attempted to resolve it with Verizon.

 

I chatted online with a rep (Mary) who made things worse. She claimed that the added cost was a non-recurring charge because Verizon needed to collect money to pay its employees. When customers request changes to their accounts, the labor to make the change needed to be passed on to the customer. She was an **bleep**. Nothing on the bill said anything about non-recurring charges. I was about to call the BBB and my state’s attorney general to register complaints but figured I’d give Verizon another chance. This time I called.

 

I spent about 20 minutes on hold as a rep (Diana) who seemed to understand what the issue was told me the extra charges had nothing to do with non-recurring labor charges as identified by the earlier rep but that they were due to the change in the TV bundle. Our previous TV bundle included movie/HBO/Cinemax but the new bundle did not so the rep added them as separate line items. In doing so in created a whole mess of pro-rated charges on our account. We were given the option of either paying the extra fees on a monthly basis or having our bundle switched back to what it was before. I opted to have it switched back and was credited the difference. Thinking all was well was a mistake.

 

When the account “got switched back”, somehow the internet speed got reduced from 20/5 to 15/5 (not a big deal) but also in the process we lost access to all of our HD channels. This was a problem for us so I called again.

 

I explained the history to yet another rep (Francisco) and he seemed to understand. He offered the triple play ultimate package, added a movie/HBO/Cinemax package to it, added 35/35 internet, and assured me that this was better than our original package. To top it off he also offered a monthly credit that would last for a year to compensate us for the hassle. All seemed well. It seemed like I finally found a rep that “got it” and was settling the issue for us. Again this was a mistake.

 

We are now missing Starz/Encore which we had with our original bundle. I would prefer to have Starz/Encore back.

 

I am getting sick of calling Verizon to sit on hold for 20+ minutes and spend another 10+ explaining the history only to have the account get messed up yet again. This is ridiculous. Why can’t Verizon get their bundles straight and why is Verizon taunting what was a perfectly happy customer?

 

If any of you Verizon reps who frequent these forums feel up to the challenge and would like to try and resolve this or if you know a “bundle specialist” that can fix this please let me know. I am not an angry customer who will scream at you over the phone…I am a frustrated customer who would like to continue the service but Verizon is  not making it very easy.

8 REPLIES 8
Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 126
Registered: ‎12-10-2009
Message 2 of 9
(17,914 Views)

Hello Montegoe...allow me to help. Please send me a private message with a good can be reach # for you. Also, Please fill out this form so I can access your acct. Thank you and sorry for the inconvenience. Once I have access to your account I will call you so we can get this straightened out.

 

https://www98.verizon.com/content/verizonsupport/

 

Thanks

Constance
Verizon Telecom
Fiber Solution Center


Notice: Content posted by Verizon employees is meant to be informational and does not supercede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan. Follow us on Twitter™!

Contributor Moester44
Contributor
Posts: 1
Registered: ‎02-16-2010
Message 3 of 9
(17,860 Views)

   I read about your experience and I am already seeing some of what you have experienced. I signed on for a bundle myself, phone/high speed internet/Direct TV. I called to find out what equipment would be shipped and when, it took 4 chats and three phone calls with customer service reps to do so. Now that my bundle has been activated, I find out that the advertised internet speed is not available in my area. I've also experienced changes in the speed of my service without notification for years now. Every time I've called Verizon about it, the speed gets corrected temporarily, then reduced later. (edit) .  When I ask about the Direct TV part of my bundle,like when will I receive the DVR I ordered, I get answers like "We don't deal with Direct TV issues, you'll have to call them directly." I mean really, I'm not asking how the satellite works, I just want to know when the equipment that I purchased through your bundle advertisement on your site is going to arrive.

 

    I also noticed that the Verizon customer service chat line that allows me to print a record of the chat when it ends has somehow become unavailable in my area now that the bundle activation date has arrived. My next question is since it takes several billing cycles to get Direct TV on board with the bundle I ordered, and since I already had Direct TV before I signed for the bundle, will I be double-billed? I signed up for the bundle and agreed to a 2-year contract with Direct TV at the bundle price. I feel that once I signed, I should be getting the bundle price. Will I be credited the difference since I am will still receive a bill from Direct TV until Verizon informs them of my bundling of services? All told what I'm seeing is **bleep**-poor customer service from a giant corporation that could care less about the small $100/month customers that really keep them afloat. I see so much bad customer service now that I have developed a special Zen-like state of mind whenever I deal with any customer service dept.

 

    Well, keep fighting the good fight Montegoe. They have to get it right eventually.

 

Contributor eCustomer
Contributor
Posts: 1
Registered: ‎02-18-2010
Message 4 of 9
(17,801 Views)

I am having a very similar problem. I was a very happy customer under I was offered Cimemax free for 3 months. I lost my bundle and my bill went up. At that point I figured I will just get a new bundle and it has been hell since. I cannot get an itemized bill that states actual cost, lists discounts, fees and taxes. It just shows up as one price and if you go online it is even worst, because they just show the discounted rates, not cost, discounts, taxes, etc. Hello***** Itemized bill is what I need. They tell me that they cannot change the bill because their billing system doesn't allow it. Is the billing system something they purchase in a little box off the shelf at BestBuy? It probably cost them millions of dollars to purchase and install and it doesn't allow of minor changes or itemized cost, discount, taxes, fees, etc. Who's brother-in-law got that deal?

 

To make matter worst I got a real airhead in the executive offices that doesn't have a clue what the difference between a screen capture and an email. DUH I thought Verizon was a technology astute company. I have emailed even higher but nothing solid yet. She also complained that I used the internet and not a live person to place my order. And technology company right?? I have the screen captures of every screen, which she now wants. Can't Verizon see them for themselves, it was their website I used? I think I will save them to file the the legal complaints, with FTC, FCC, PUA, etc.

 

Just put me back on my old package that showed this information before the Cimemax scam or provide a proper itemized bill. Even my local grocery store can show cost, discounts, taxes, etc. Oh yeah they have to because it is the law. 

 

A word of wisdom, get everything in writing. I will post again with updates!

Contributor MEW
Contributor
Posts: 3
Registered: ‎02-23-2010
Message 5 of 9
(17,629 Views)

Its BLUNDER.  Simple as that.

 

I started this in May of 09 after enjoying FiOS Internet and TV for some time.  One day I get this mailing saying I can add my wireless plan to the mix and pay much less than I'm paying now (in fact, it would've been less than what I was paying for TV/Internet alone - in hindsight, guess it goes back to "if its too good to be true....").

 

In anycase, so my order is placed back in May.  In November I call to see what's up (yes, SIX months later).  Well.. now I'm told this can't be done because the wireless plan isn't in the same name.  So why was the order "allowed" in the first place?  Okay - so I'll take 50% blame for not asking the right questions.  The CS rep was kind enough to help us add my name to the wireless account and put the order in again.  This time the price is a bit higher... I'm okay with that since I figured the original was a deal.

 

Now, its February.  Still no triple play - but guess what, I'm being charged $22 more for HBO/SHO which I didn't order.  Thanks guys!! (at least I was able to change that online... whether or not its actually been done is yet to be seen).  So I call today - get transferred 3 times.... each time the CSR doing the transfer indicates that they're getting another party on the line (that to me says they will remain on the line...) - but when the transfer happens, the next CSR is alone, and has no clue why i'm calling. 

 

Finally - we get to the bottom.. after 3 transfers and now I'm with VZW... well.. we can't do this because while my name was added to the wireless account (actually my wifes), its still doesn't exactly match the FiOS account.  And to do that, I'd have to call back Fios to get that changed... but here's the kicker - the VZW rep recommended agains this because we risk losing service while the changes are made.  So the change should be done on our wireless account.....

 

Uh.... we are speaking to the same company right?  I understand Verizon is a huge company and all... but geez.  And no, I'm not making any changes to my wireless account.  Because if you can't get a simple account consolidation right, my guess is that if I change anything on that wireless account - you'll probably see it as an early termination and charge me the $180 - even though it was recommended by you.

 

I understand you have different products and they are somewhat seperate.  But if you're offering a bundled service - you need to be able to manage this better. 

 

I got really frustrated with the CSR's...and I felt bad because it's most likely not their fault.  They're probably trying to do their job with some of the worst tools available to them.  This is no different with the carrier end we have to deal with at work... but I digress.....

Platinum Contributor III
Platinum Contributor III
Posts: 6,819
Registered: ‎08-23-2008
Message 6 of 9
(17,535 Views)

 


@eCustomer wrote:

I am having a very similar problem. I was a very happy customer under I was offered Cimemax free for 3 months. I lost my bundle and my bill went up. At that point I figured I will just get a new bundle and it has been hell since. I cannot get an itemized bill that states actual cost, lists discounts, fees and taxes. It just shows up as one price and if you go online it is even worst, because they just show the discounted rates, not cost, discounts, taxes, etc. Hello***** Itemized bill is what I need. They tell me that they cannot change the bill because their billing system doesn't allow it. Is the billing system something they purchase in a little box off the shelf at BestBuy? It probably cost them millions of dollars to purchase and install and it doesn't allow of minor changes or itemized cost, discount, taxes, fees, etc. Who's brother-in-law got that deal?

 

To make matter worst I got a real airhead in the executive offices that doesn't have a clue what the difference between a screen capture and an email. DUH I thought Verizon was a technology astute company. I have emailed even higher but nothing solid yet. She also complained that I used the internet and not a live person to place my order. And technology company right?? I have the screen captures of every screen, which she now wants. Can't Verizon see them for themselves, it was their website I used? I think I will save them to file the the legal complaints, with FTC, FCC, PUA, etc.

 

Just put me back on my old package that showed this information before the Cimemax scam or provide a proper itemized bill. Even my local grocery store can show cost, discounts, taxes, etc. Oh yeah they have to because it is the law. 

 

A word of wisdom, get everything in writing. I will post again with updates!


 

 

When signing up for a Bundle it's just that a bundle price. ONE PRICE. The breakdown would be for extras such as STBs, additional programming options. My bundle during my commitment was $109 and then all the other charges. NO breakdown because you agreed to the bundle, it's all one price. Now I am in my second year my "Bundle Commitment" expired, but my price guarantee has not, so it now shows the breakdown.

 

If you signed up for the new Ultimate plan it is $139 if I recall, unless you are a new customer, you will not get the discounts. All you will see is $139 plus the other charges. First month of a bundle agreement will include a possible breakdown of prorated charges, and then the charge for the coming month. I know it is confusing as WORD AVOIDANCE.

 

The bundling is not my problem it's the bundle configurations and what they include. That was blundering.

Contributor eCustomer2
Contributor
Posts: 3
Registered: ‎03-11-2010
Message 7 of 9
(16,964 Views)

What is not fair nor legal is not to provide an Itemized bill showing actual cost and discount. Any business or store can do this. Take a look at you grocery bill or other bill. It is completely itemized.


The major issue is that Verizon changed their billing system and no longer equally distribute the discount nor did they inform their customer of this during renewal or sign up nor does the bill look anything like what was agreed to nor is it equally distributed as it was before.


Here is what my bill look like before. Note it was equally distributed for the discount as well as itemized all costs and discounts.


Voice Services $22.46 
TV Services $101.92 
Internet Services $49.99 
Taxes, Fees and Other Charges $19.53 
Total New Charges dueJun 1 $193.90  
Total Amount Due $193.46 
FiOS Package Local Credit    -$11.00 
FiOS Internet Credit    -$14.00 
FiOS Long Distance Credit    -$9.98


Here is what I signed up for and how the bill should look if it was a true bundle discount. This was taken from the screen captures of my sign up for a renewal.


FiOS Triple Freedom  
Includes:  
- Verizon Freedom Essentials 49.39 
- FiOS Internet 25/15 64.99 
- FiOS TV Extreme HD 55.99 
- Movie/HBO/Cinemax All Access Package 35.00 
- Bundle discount -70.38
Total FiOS Triple Freedom $134.99

  

This is what my bill now looks like. Please take careful note that discount only applies to the phone and internet. Where is the discount for the TV or HBO. Isn't that part of the bundle?


Triple Play    
Includes:    
- Verizon Freedom Essentials    29.01
- FiOS Internet 25/15    14.99
- FiOS TV Extreme HD    55.99
- Movie/HBO/Cinemax All Access Package    35.00
Total Triple Play    $134.99


It is all well and good to apply a discount where ever they want, but it was never clearly stated during the renewal nor did they equally distributed the discount like their original bundles. 


I just got back from a speaking engagement at a conference. I have spoken to many unhappy Verizon customers about the unfair billing practices and have asked them all to file a complaint as well.


{please keep it relevant}

Platinum Contributor III
Platinum Contributor III
Posts: 6,819
Registered: ‎08-23-2008
Message 8 of 9
(16,350 Views)

 


@eCustomer2 wrote:

What is not fair nor legal is not to provide an Itemized bill showing actual cost and discount. Any business or store can do this. Take a look at you grocery bill or other bill. It is completely itemized.


The major issue is that Verizon changed their billing system and no longer equally distribute the discount nor did they inform their customer of this during renewal or sign up nor does the bill look anything like what was agreed to nor is it equally distributed as it was before.


Here is what my bill look like before. Note it was equally distributed for the discount as well as itemized all costs and discounts.


Voice Services $22.46 
TV Services $101.92 
Internet Services $49.99 
Taxes, Fees and Other Charges $19.53 
Total New Charges dueJun 1 $193.90  
Total Amount Due $193.46 
FiOS Package Local Credit    -$11.00 
FiOS Internet Credit    -$14.00 
FiOS Long Distance Credit    -$9.98


Here is what I signed up for and how the bill should look if it was a true bundle discount. This was taken from the screen captures of my sign up for a renewal.


FiOS Triple Freedom  
Includes:  
- Verizon Freedom Essentials 49.39 
- FiOS Internet 25/15 64.99 
- FiOS TV Extreme HD 55.99 
- Movie/HBO/Cinemax All Access Package 35.00 
- Bundle discount -70.38
Total FiOS Triple Freedom $134.99

  

This is what my bill now looks like. Please take careful note that discount only applies to the phone and internet. Where is the discount for the TV or HBO. Isn't that part of the bundle?


Triple Play    
Includes:    
- Verizon Freedom Essentials    29.01
- FiOS Internet 25/15    14.99
- FiOS TV Extreme HD    55.99
- Movie/HBO/Cinemax All Access Package    35.00
Total Triple Play    $134.99


It is all well and good to apply a discount where ever they want, but it was never clearly stated during the renewal nor did they equally distributed the discount like their original bundles. 


I just got back from a speaking engagement at a conference. I have spoken to many unhappy Verizon customers about the unfair billing practices and have asked them all to file a complaint as well.


{please keep it relevant}


 

I just realized no one gave you and answer. Well if You add up all the services and your numbers are correct. $99.99 is a good price for all three services. The Premium channels have never been discounted other than the premium bundles that are offered as a seperate purchase from your base bundle package. Here recently the Ultimate Bundle does include Showtime and MovieChannels programming. But until then, the premiums were never offered as a part of the base bundle. They were offering all three premiums at $35, but if you change that package, I know you will not get them back for that price. Sounds like you have pretty sweet deal. My bundle is $109 for all three and I only have 20/5. And I was told that was going to be $119 soon, but Verizon is working with me on that.

 

Contributor MaryannJ
Contributor
Posts: 1
Registered: ‎10-04-2010
Message 9 of 9
(12,495 Views)

We had a 2 year contract with FIOS .... a bundle that never got billed correctly . . . after hours on the phone we had to file a Small Claims Dispute with Verizon.  Then we got attention from an official who said she would correct the situation but the bill never was exactly correct.  We put up with it and paid it each month until contract was fulfilled Aug. 2010.

 

I called Verizon and asked their best offer for us to continue else we'd change to Comcast.  A nice Ms. Flemming offfered suggestions for us to bring costs down as we are both retired.  Analog phone was one.  Dropped another.  Still the cost was high and I was about to say goodbye when she said we'll give you a $40 discount each month for one year on the month-to-month plan.  We agreed.

 

Another NIGHTMARE.....bill does not show the discount.  Another 2 calls to Verizon and another 3 hours of wasted time.  Finally a nice lady said she'd do a manual override and she did .... shows correct amount due on line.

 

BUT....will we have to go through this TORTURE each month to get the bill correct???  Hope not.....hope we don't have to file another Small Claims dispute with them again.....

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