I recently had my FIOS service upgraded after being convinced to so while on the phone with a Verizon rep while dealing with a separate issue. At first, I told her I did not want the upgrade because I thought that the $150 installation charge was too high. She offered to discount it $50 and I still said no. She then put me on hold, saying she would speak with her supervisor. She then came back to the phone and informed me that they would reduce the installation fee by $100 and I would only pay $50. So I agreed to these terms. As I was reviewing the cost of the service with the representative, she indicated that it would initially indicate a $100 installation fee, but not to worry, it would be adusted when I got the final bill. So I approved the service.
Well I just got the bill to pay and it is still a $100 fee. I called Verizon to complain and was told they had no record of this adjustment, no record of who the person was who made this promise to me and that they could do nothing about the situation. That really stinks.
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.