I recently signed up for a new two year agreement when I realized that my previous agreement had expired. I signed up online using the online tools provided. Those tools showed me that HBO would be included in my ultimate HD package. I would be paying more for my “new” package, but the online tools indicated that I would be receiving the same channels so I decided to renew anyway. After renewal, I found out that I was no longer subscribed to HBO. I went online to see what channels that my package includes, and it clearly states that my ultimate HD package includes HBO (see screenshot below).
I called customer service 0n 3/18/17 to try and correct the situation. I was passed around to several people without any resolution to the issue. Eventually I was passed onto Ken. Ken's continued argument was that the website information stating that HBO would be, and is part of my package is incorrect, and he stated that I should be calling the website to get the website corrected and not calling him at customer service to get my account fixed. I explained to Ken that it was the information presented on the website that led me to decide to renew my contract using that same website, and that Verizon should honor what is offered on their website. Ken continued with same scripted argument that the website was wrong. I asked Ken if he had bought something from Amazon for $20 but was charged $40, would he accept the response from Amazon to call the website to get the incorrect price changed on the website. Ken did not have a response to this question on the script in front of him.
I renewed my contract at an increased price believing that HBO was included in my new package, and you can see from the attached screenshot that my package states that HBO is included. Beware of the information presented to you before signing a new agreement.
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