RENEWAL TERMS NOT BEING HONORED
lisamci1
Newbie

I renewed my contract in December 2011 for 2 years. I was advised my multiple customer service reps that the contract would by $89.99 for the full 2 years.

My latest bill is now indicating that the $20 credit I've been receiving has been removed from the account.

My previous bills have indicated the the $20 valued customer is valid for 24 months, not 12 months.

I would like my account updated to reflect the correct time frame.

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Re: RENEWAL TERMS NOT BEING HONORED
Frank_VZ
Contributor - Level 1

Hi,

We received your account information and I have sent this matter to a billing specialist that will be contacting you to get this resolved.

Thanks,

Frank_VZ

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Re: RENEWAL TERMS NOT BEING HONORED
lisamci1
Newbie

My issue is not being resolved.

As I stated I renewed my contract in December 2011 and agreed to a 2 yr contract of $89.99 a month plus tax.

I'm being told that the $20 credit that is now being removed by account was issued back in December 2010 and I'm no longer entitled to it.

The bottom line is that my account needs to reflect the correct pricing, I don't care how your company has to apply the necessary credits to make that happen.

I agreed to $89.99 a month not $109.99 a month.

 

If this matter is not resolved, I will be contacting your corporate office and filing a complaint with the Better Business Bureau. This is false advertising.

 

This isn't how a loyal customer should be treated.

 

 

 

 

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Re: RENEWAL TERMS NOT BEING HONORED
datatwist
Newbie

I have the same issue as a new customer where I was quoted $89.99 for service and billed $99.99 two months in a row. I have placed one call so far and said I would be refunded the $10.00 but that never happened. Now on month 2, I am still being billed the $99.99. Maybe posting about it will help.

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Re: RENEWAL TERMS NOT BEING HONORED
keedinah
Enthusiast - Level 2

Verizon is very adept at 'quoting'. They are, however, not nearly as skilled at delivering.

Two years ago, I called with a question about my Verizon bill and was pitched an offer to switch to Verizon Fios. The price was great, it was for 24 months and there was no contract. Too good to be true?? It was.

It took me many emails, posts to these forums, and numerous phone calls until they FINALLY updated my account to reflect the discounts I had been offered when I signed up for the service.

I have to say that I have no problem with the actual television, phone, internet or cell service. They work fine. No complaints there. My problem is (and has been) with the CUSTOMER SERVICE.

Last night I called to re-bundle because all of the discounts I got 2 years ago were expiring. The Verizon rep I spoke with said I could get one of two deals:

$139.99 (phone, internet & TV) with a $20 discount = $119.99 a month before taxes

$129.99 (phone, internet & TV) with a $10 discount = $119.99 a month before taxes

The Verizon rep said the $139.99/$20 discount would get me faster internet so I decided to go with that one. I also informed the rep that I bundled my cell phone with my bill and asked if I would continue to get my discount for that. He said yes.

I also had a Valued Customer discount, but he said he was not able to carry that over. He informed me I would have to call back and ask to have that put back on in a few days.

So let's review: $139.99 with $20.00 discount, $10 discount for bundling cell phone, and call back and ask to have the Valued Customer discount reapplied.

Well.... after I hung up with the Verizon rep, I get a confirmation email that lists a $5 discount for 24 months, another $5 discount for 24 months, and the $10 discount for bundling my cell phone.

*insert cricket chirping here*

Anyone capable of doing simple math could figure out that is only $20 in discounts. NOT the $30 in discounts I was told I would get when I made the order. I called this morning, and the first person I spoke with said there was nothing she could do because there was no $20 discount noted on my account when the order was placed.

I pointed out that I don't work for Verizon and therefore have no control over what is noted in my account, but that I was told I would get a $20 discount and a $10 discount and if that could not be honored, I would be canceling the order and my service with Verizon. She transferred me to Kim in "Escalation".

Well, Kim informs me that I shouldn't go by the email because it doesn't always list all the discounts (!!!). Repeatedly calling me 'ma'am' (she said she had been raised to be polite and call people 'ma'am', but I can assure there was nothing polite in the way she was saying it), she said she was looking at my account online and it reflected the $20 discount and the $10 discount. She also said that getting the Valued Customer discount reapplied wasn't a guarantee because it depends on what Verizon is offering at this time (something the rep from last night failed to tell me).  

I pointed out that it will be difficult for me to reference what's she's seeing online when all I have is paperwork reflecting $20 in discounts. It's the same old bait and switch crap I dealt with 2 years ago. They tell you one thing, and deliver another. I plan to call back in a few days to see if the Valued Customer discount is still available. If not, I will be canceling the order and switching my service to another provider.

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