Where to start? I have been a long-time subscriber to the Ultimate HD plan, which originally included Showtime, Epix and Cinemax. Last August I get a notice that they are replacing Cinemax with Starz. So they cancelled my Cinemax but never replaced it with Starz, even though I adhered to my end of the contract and should have had Cinemax--or at least three premiums--for the for the duration of my contract. I called to complain and the guy signed me up for Starz but waived the $15 add-on fee per month, good through this August. Well, my contract expires next February, so I chatted to see if they could extend the $15 per month disccount through February, because I am still under the contract I signed up for, and should at least get 3 premium channels.
The guy--Customer Service Rep Lee if you are reading this--tried to up-sell me on faster internet speeds for an extra $20 per month and even promised a shiney new Chromebook if I signed up (worth $130 on Amazon). He sent me a "preview of your order email" which I saw, but refused to click the "confirm" button. About that time my browser was crapping out on me and I lost the chat with Lee.
I then called in, because it is always better to talk to someone over the phone. The guy gave me the $15 per month extension through February over the phone. I didn't trust the lost chat with Lee, so I went to chat again to make sure order didn't go through. This time I got Customer Service Rep Clare. I asked her just to confirm that I was not resigning for 2 years at a higher price and she did everything to keep me on the the line seeing what discounts she could find. I told her up front she was wasting her time. Between her and Lee I received 9--count them 9!-- "review of your order" emails that day. On not a single one did I hit confirm.
2 hours later, I get a "Thank you for your order" email from Verizon, when I clearly did not place an order. Over the course of the next three days I chated with 5 or 6 additional reps, two tech service reps who routed me back to customer service, and two promises of call backs from a manager or an agent ... all to no avail.
All I wanted was what was promised me under my original contract and now I see I am signed up for 2 more years at a higher price. This is unacceptable. And no one can help me, because no one "has the authority" to go into the system to make changes. I am waiting for yet another manager call today. I am not holding my breath.
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