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Misrepresenting Grace period (no one is available to discuss by phone.)

Misrepresenting Grace period (no one is available to discuss by phone.)

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Contributor
Contributor
Posts: 1
Registered: ‎08-28-2017
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I have been a good Verizon customer for more than 7 years. Recently my need changed. I have tried to cancel the service on 17th of August. At the point, I was out of contract. A phone rep recommended me to try a different package before canceling.

With hesitation, I followed her recommendation knowing that there is 14 days of grace period.

On 28th, I decided to cancel the service since it did not meet my needs. When I called in to cancel, a representative said that I had to pay $230 early termination fee.

I told him that I was in the grace period and I even sent him a screen shot of my personal account page showing such grace period terms. Then he said the grace period was no longer valid. I tried to explain him Verizon online account page had the grace period but he did not want to hear. He did not have any more explanation.

I have asked to speak to his supervisor. After long waiting, he came back with answer that the supervisor was not available to talk to me.

As you can see from attached screen shot, my account page clearly still has the grace period terms.

This is very very disappointing matter and not ethical way of doing business. I will appreciate any recommendation or help.Screen Shot 2017-08-28 at 1.42.33 PM.pngScreen Shot 2017-08-28 at 11.41.10 AM.png

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Moderator Moderator
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Posts: 9,527
Registered: ‎03-18-2013

Hi bkson1,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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