I have been a long time customer of Verizon FIOS internet. Since I switched to DirecTV over 5 years ago we have had Verizon as our internet provider.
Recently my 12 month Verizon $20 discount ran out (1/11/15) and I still have a $5 and $15 credit on the account. However, the rate of the 50/50 internet I am being assessed is $84.99 (before discounts). That is $30 more than what is advertised on their website for the same speed. When I spoke with an service agent I was told that was for new customers only but when I checked to see how much I would pay for new service it was $39 for the 50/50 speed. So even with my discount I am paying $10 more than advertised on Verizon's website and $26 more than what I could have as a new customer.
I asked the representative what I can do to reduce my bill. She offered no alternatives and told me I could cancel my contract for $52.50. It amazes me that Verizon is not willing to work with a customer that has auto pay and has never missed any payments for over 5 years. I guess they would rather lose a loyal customer than drop my bill $10 a month to the rate advertised online.
I will be cancelling Verizon as soon as I secure my new internet service provider. Thanks again for the poor customer service and lack of flexibility.
I say again because...
*** This is not the first time I have had an issue with Verizon. We were harassed for a payment and reported to the credit agencies for an issue that was a Verizon error. Service was improperly transferred when we moved into our new home in January of 2014. Old service was never disconnected/transferred on Verizon's side yet no paper or paperless bills, notifications or phone calls were provided so we had no idea a problem existed until we pulled our credit report (which we do regularly) and saw the claim. After spending several days on the phone being transferred over 10 times and disconnected multiple times and submitted a formal complaint, we were finally contacted by the FL VP of James J Gerace apologizing for the error and hassle. It's unfortunate that lower level employees are still just as bad as they were a year ago.
Call in again, but this time make the menu selections to cancel all service. You'll be connected to a retention specialist who may be able to offer you a discount you'll accept. When calling, it helps to know what the competition is offering.