On March 1st I received a message saying "Choose a movie, No charge". The fine print said "Offer valid until 3/31/14 for FiOS® TV residential customers renting a FiOS On Demand movie with multi-screen access for the first time. Movie will appear on customer bill with a credit applied for a net charge of $0.00."
I pressed the button "Browse Titles" from the e-mail and chose a movie. When I completed the process I got a message saying I could watch as often as I wanted for the next 48 hours. I never saw any option to choose between buy and rent but with the 48 hour message I assumed it was rent.
Today I received my monthly bill and I see I was charged $21.99 for the movie and there was no credit as offered. I used Verizon Live chat call center to tell them there was an error. The chat agent said my movie was not covered because I bought the movie instead of renting.
The chat agent said:
"I am trying to explain that you still have a free rental available on your account. The Lincoln movie you ordered was a purchase, which I am credited $16.00 for the difference between the rental and purchase fee. I cannot credit the full amount because you still have a free moive you can rent."
I tried to take them up on the offer and I read the fine print before I did it. I don't even understand the response that refunded $16 instead of $21.99. I think this got incorrectly processed as a purchase. When I look now there is clear choice with a menu to select buy or rent. I did not see this when I tried to access the free movie on March 1st
I asked the chat agent to forward this message to someone who could help. The agent did not do that but instead abruptly ended the chat. I don't know now if the $16 was credited and I cannot see the next bill for another month.
How can I find someone at Verizon who will follow through with what the e-mail offered -- No Charge? The rude chat agent was no help.
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