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Online order for triple play is not the plan ordered

Online order for triple play is not the plan ordered

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Contributor
Contributor
Posts: 3
Registered: ‎08-03-2014
Message 1 of 6
(377 Views)

This morning I ordered the $89.99 triple play online - prefered HD TV, Internet 25/25 and unlimited calling with a two year contract. With this plan, I am to receive a $400 prepaid Visa and a free LG tablet. I decided to leave Cablevision after 20 years and try Verizon due to the enticement of this plan.

 

The order that went into verizon's system however is the not the plan I ordered. MyVerizon shows that my plan is for $79.99 a month with no $400 prepaid card. Additionally, it has a charge for a nonlisted number, an option I did not choose.

 

When I called customer service, the first representative advised me quite rudely that she could not assist me or give me the plan I ordered and she insisted that I didn't order the $89.99 online plan since it does not exist. I printed the order summary, had it in front of me and was staring at the plan online and she continued to insist I did not order that plan since she could not access it. She then put me on hold for 58 minutes and never returned. I spoke to a second rep who was very nice, acknowledged that the plan does exist if ordered online, which I did, but in the end he also could not fix the error. 

 

Can someone help to fix this error or must I cancel.

Thank you.

5 REPLIES 5
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Silver Contributor V
Silver Contributor V
Posts: 628
Registered: ‎06-06-2014
Message 2 of 6
(365 Views)

These are peer to peer forums although in your situation the mods here will most likely esculate your issue to customer support. If you want a very fast response and possibly a solution go to dslreports.com, sign up for a free account and go into the Verizon Direct forum. Verizon reps reply directly to you and no one else but you and the reps there can view the posts.

Moderator Moderator
Moderator
Posts: 9,527
Registered: ‎03-18-2013
Message 3 of 6
(346 Views)

Hi gglb,

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 at the top of the middle column 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.

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Employee Employee
Employee
Posts: 3,190
Registered: ‎04-10-2013
Message 4 of 6
(303 Views)

Glad we could help get this all worked out!! At this point we will be closing the private support case. Please reach out to us or open a new thread if you have any other questions.

 

Josh

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Contributor
Contributor
Posts: 3
Registered: ‎08-03-2014
Message 5 of 6
(282 Views)

I am responding because I do not want the community to think that everything is perfectly fine. I do appreciate your offers to help but I am really unsure what you did. I am the one who spent three days and countless hours on the phone simply to get the exact plan I ordered. And although I was told that I now had that plan, I have no confidence going forward and my husband and I decided that no amount of savings was worth doing contractual business with this company. I have cancelled my order. Have a nice day.

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Contributor
Contributor
Posts: 3
Registered: ‎08-03-2014
Message 6 of 6
(278 Views)

My advice to those entering into a contract based upon the promise of a promotional perk, whether it be a visa prepaid card or free this or that is to insist that the promotional items are listed on your my verizon account online under order information - services include ... If they can list the bundle plan there they can list the promotional items. Take a screen shot, print it. Check that it remains there at installation and within the 30 day cancellation. Check the estimated bill often. Take screen shots.  I am not suggesting that this will actually work.  But when they say it isn't on your account, you can then at least say oh yes it is.

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