In the beginning of May 2018 my husband and I decided we wanted to switch our service from Comcast to Verizon fios since we kept getting the fliers for the triple play and it seemed really reasonable. I called and set up my account with a representative and went over the channels that we would both would like to have knowing that some require the special packages. As he was going over the charges he mentioned a 100 dollars set up fee that would put our first payment almost to 300. After letting him know my concerns with paying such a high price he let me know that he would wave the set up fee but that I would still see it when signing into my account but to not worry about it since it would not be applied. I thanked him so much and we even laughed because he made the joke that we have the same birthday so he would do that for me. I thought to myself wow that's really great and was feeling really good about being with this company and giving them my business. I let him know that I am only home on the weekends since my husband and I both work over 40 hours a week and that installation would have to be on a Saturday. My family and I waited for a month without service and today we had our service turned on and we're excited to finally watch our shows we have missed. I sat down and logged into my fios account to look over the packages I have and try and navigate everything since the system is new to me and noticed that there is a charge from 257 dollars!! As I was going through the details of my charges THERE'S THE 100 SET UP FEE!!!
I took a deep breath and called customer service because of course this is a mistake since I was promised it would not be applied but wanted to make sure because it will be automatically withdrawn. I called customer service and was told that I was responsible for this fee and there wasn't anything he could do to remove it and asked if I would like to talk to a supervisor. I agreed since this is obviously a discrepancy. I was connected with Chris who then let me know that there is no note on my account and that this is what I agreed to and that this " isn't something they offer". After I told him to check the recordings he told me that they are for "training purposes only". He told me that all he could do is contact the representative for better training but that I am responsible for this charge. He offered me 5 dollars off for 12 months or a one time 25 dollar discount. I told him that they need to do what was promised and what I was told and he refused. I can not believe and am sick that I have literally just been lied to just to make a sale. I can not believe that they do not stand by what they tell customers. He also stated that if I was to cancel today I will be responsible for the full 257 after not even having my service on for 1 day.
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