I had a very unpleasant experience with my FIOS service basically which encompasses the whole past year. I have called, emailed, tweeted to FIOS with no replies. I sent this email to FIOS in June 2015 (no reply)...
The service itself is great, but I was told that I am not getting my $400 gift card because I carried a past due balance of over $50. This, despite the fact that I still have service today, over a year later. For this reason, I am seriously considering switching my service as soon as I find the right alternative. If this is not remedied, I see no reason to stay loyal to FIOS potentially even before the early termination fee goes away.
I signed up with one of your field canvassers on a cold day. When I signed up, in January 2015, it was during the $400 gift card promo. The gift card was a major contributor to why I switched my service from XFINITY.
Now, it's June, and it's hot, and I never got my gift card. I called to find out what was up and was eventually connected to someone who said she didn't have a supervisor I could speak to or contact and that the system wouldn't allow her to send me a gift card. Amanda informed me of the gift card stipulation. I also requested my account just be credited $400. I was emphatically denied.
I am extremely disappointed for the reason of having no idea of that stipulation. I don't always pay my bills on time. I work for a nonprofit, but I pay my bills and have paid any late fees incurred from FIOS. I don't feel it is fair to strip me of this reward for being a customer. I may have been late, but I am a customer.
I really feel wronged by the fine print. My whole sale was done on the canvasser's iPad, and we were rushing through. I had no clue. Had I known a problem could arise, I may not have even signed up.
Any assistance with this matter would be greatly appreciated. I will be sending this email to other FIOS leadership members because I'm not sure who to send it to. I apologize if this has found you incorrectly. Thank you for your time and effort.
