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.
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.
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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 !