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Contract Not Honored

Posts: 1
Registered: ‎02-27-2014
Message 1 of 5

I have been a Verizon Fios subscriber for just about seven years (the amount of time that it has been available in my area) and until the past two months it has been a great experience. In December I received notice via my cable services that my contract was about to expire and that I needed to sign back up.  When I contacted Verizon I was told that my bill was going to be a certain amount, and that it would be good for the next year.  This has not been the case.


My bill for the last two months was $50 more than the amount that was quoted to me over the phone.  When I called the first time it was acknowledged by the operator that the amount was in the notes, but the response I received was "too bad".  When I asked for a supervisor I was put on hold for approximately 30 minutes, and then hung up on.


The second time I called I was met with hostility over the phone. Although that rep also acknowledged seeing the agreed upon amount in the notes. Again after being yelled at by the rep I asked for a supervisor, and was put on hold for over 30 minutes until I ended the call due to the fact that I didn't have time to wait any longer.


The third time I called the representative was very polite and again acknowledged seeing the agreed upon amount in the notes of my account.  The young man on the phone informed me that he was forwarding my case on to his "coach" and that I would receive an email reply within the next 24 hours. 


That was 6 days ago.


I am not sure how to respond to this latest interaction that I have had with this company. I cannot believe that a number quoted over the phone and agreed upon by myself would not be honored by Verizon.  In addition I am appalled at the way that I have been treated since trying to correct the situation.  I am a personal business owner who believes that integrity is the most important thing above all in maintaining a good working relationship with clients. 


Please correct the mistake and honor the deal that you offered to me.

Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009
Message 2 of 5

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.

Employee Employee
Posts: 3,190
Registered: ‎04-10-2013
Message 3 of 5

Since we have not heard back from you we are going to close out this support case. If you have any additional questions please let us know, by posting a new thread.
Thank you,

Employee Employee
Posts: 3,190
Registered: ‎04-10-2013
Message 4 of 5

We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Mitchell Prevost

Posts: 3
Registered: ‎08-02-2014
Message 5 of 5

I'm in the same situation and really upset about it .. FIOS has been very good to me for over 8 years , and I a very loyal customer !  .. but now you refused to honor my past contract with discounts! it was never an issue  .. . shame on you verizon.


best regards !


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